An Analysis of Internet Banking Service Quality Affecting Customer Satisfaction with a focus on United Commercial Bank Limited in Bangladesh

Abstract

Banking industry around the world has transformed swiftly over the last decade and still undergoing through a rapid transformation. With rapid growth and extensive use of the Internet in the marketing practices of firms, service quality delivery through electronic platforms for electronic commerce becomes one of the most critical issues for marketers in the service sector. One of such uses of electronic platforms is Internet Banking in banking industry. This empirical research study focuses on investigating the relationship between Service Quality and Customer Satisfaction in Internet Banking provided by UCBL (United Commercial Bank Limited). A significant positive relationship exists between Service Quality and Customer Satisfaction in the internet banking. The findings showed that Ease of Use, Security/Privacy, Reliability and Responsiveness have positive effects on customer satisfaction among users of Internet Banking of UCBL.

Keywords: Internet Banking, Bangladesh, Customer Satisfaction, Service Quality, United Commercial Bank.