Service Quality of Mobile Banking in Bangladesh: An Assessment of Customers’ Satisfaction

Abstract

Mobile banking is now one of the new instruments used in the banking industry to provide digital financial services. In order to ensure the satisfaction of customers, mobile banking service providers concentrate on delivering up-to-date and quality service. The main purpose of this paper is to explore the relationship between the dimensions of service quality (tangible, reliability, responsiveness, assurance and empathy) and the satisfaction of customers. To conduct the study, a total number of 170 respondents were taken as sample from Chittagong region by using simple judgmental sampling technique. A face-to-face interview method was followed by using a structured questionnaire to collect the data. In this study, some statistical measures such as mean, standard deviation, correlation, regression were used to analyze the linkage. The results found that there is a positive relation between service quality dimensions and customers’ satisfaction specifically reliability, responsiveness, assurance, empathy have significant influence on customers’ satisfaction. The study also revealed that tangibles have insignificant relation with customers’ satisfaction.

Keywords: Mobile banking, customers’ satisfaction, service quality.

DOI: 10.7176/EJBM/15-10-02

Publication date:May 31^st 2023