THE IMPACT OF E-BANKING SERVICE QUALITY ON CUSTOMER SATISFACTION: EVIDENCE FROM SONALI BANK LIMITED, BANGLADESH

Authors: H. Begum1, J. Uddin2, S.M.S. Jaman2* and S.S. Roy1
* Corresponding Author
Published on 2023-07-30
DOI: https://www.doi.org/10.59125/JST.21109
Abstract:

This study examines how customers are satisfied with the E-banking services of Sonali Bank. E-banking implies the provision of banking products and services through electronic delivery channels. Today things are changing very fast, and it is very high time for each bank to understand the exception of the customers. Electronic banking is a banking service on the internet, protected with a bank identifier. It is available anywhere, anytime. 200 respondents were selected and met in the study. As regards data collection, a standard questionnaire with questions was prepared by us and given to the customers of Sonali bank. This study used primary data. This study represents the factors affecting e-banking customer satisfaction from the perspective of Bangladesh which will add value to the existing literature of the concerned area. Study results showed that there is a significant relationship between e-banking satisfaction and selected factors. Major findings of this study showed that customers’ satisfaction with e-banking is closely related to responsiveness, empathy, and assurance. This study provided some instructions based on the finding in this report that might be helpful for the banking sector, governing bodies, and policymakers.

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