An investigation customer satisfaction towards online banking services in Bangladesh
Internet banking has turned out to be a standout amongst the most well-known administrations used by the Bangladeshi retail banking clients in late. Distinctive bank suppliers are working persistently to include or enhance their online banking services benefits to settle on their bank a superior dec...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Malaysian Institute of Management
2018
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/69527/ http://irep.iium.edu.my/69527/1/69527_An%20investigation%20customer%20satisfaction.pdf |
| _version_ | 1848787130405355520 |
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| author | Uddin, Bashir Haque, A. K. M. Ahasanul Ahmad, Khaliq Hasan, Ali |
| author_facet | Uddin, Bashir Haque, A. K. M. Ahasanul Ahmad, Khaliq Hasan, Ali |
| author_sort | Uddin, Bashir |
| building | IIUM Repository |
| collection | Online Access |
| description | Internet banking has turned out to be a standout amongst the most well-known administrations used by the Bangladeshi retail banking clients in late. Distinctive bank suppliers are working persistently to include or enhance their online banking services benefits to settle on their bank a superior decision among their clients to hold them. The aspect of Internet banking, in the arena of e-commerce has emerged as a vital concept with the increasing number of online consumer. Therefore, the present study has been taken in order to examine the various banking services that may affect consumers’ satisfaction. Total of 300 respondents have been chosen from different government-owned and public banks following convenient sampling technique. Exploratory analysis has been used to fit the right items for each construct, multiple regression technique has been applied to assess the impact among the constructs. The results of the study showed significant impact between independent and dependent variables. Among the all factors, service quality and trust significantly influenced customer satisfaction of online banking. On the other hand, other two variables habit and reputation performed negative impact on customer satisfaction of online baking. This review proposes that, the Bangladeshi customers are extremely cognizant about nature of administration and trustee of the online based administrations. In this manner, the greater part of the banking services in Bangladesh should to be extremely watchful about the nature of service, and innovation progress of services they are putting forth to use of the customer’s. it is hope that the results of the study will facilitate bankers in terms of creating effective strategies in order to fulfil the customer needs. From the academic viewpoint, this study open the door for future researchers to conduct more studies customer satisfaction towards online banking. |
| first_indexed | 2025-11-14T17:20:02Z |
| format | Article |
| id | iium-69527 |
| institution | International Islamic University Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T17:20:02Z |
| publishDate | 2018 |
| publisher | Malaysian Institute of Management |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | iium-695272019-02-28T07:54:52Z http://irep.iium.edu.my/69527/ An investigation customer satisfaction towards online banking services in Bangladesh Uddin, Bashir Haque, A. K. M. Ahasanul Ahmad, Khaliq Hasan, Ali HG Finance HG1501 Banking Internet banking has turned out to be a standout amongst the most well-known administrations used by the Bangladeshi retail banking clients in late. Distinctive bank suppliers are working persistently to include or enhance their online banking services benefits to settle on their bank a superior decision among their clients to hold them. The aspect of Internet banking, in the arena of e-commerce has emerged as a vital concept with the increasing number of online consumer. Therefore, the present study has been taken in order to examine the various banking services that may affect consumers’ satisfaction. Total of 300 respondents have been chosen from different government-owned and public banks following convenient sampling technique. Exploratory analysis has been used to fit the right items for each construct, multiple regression technique has been applied to assess the impact among the constructs. The results of the study showed significant impact between independent and dependent variables. Among the all factors, service quality and trust significantly influenced customer satisfaction of online banking. On the other hand, other two variables habit and reputation performed negative impact on customer satisfaction of online baking. This review proposes that, the Bangladeshi customers are extremely cognizant about nature of administration and trustee of the online based administrations. In this manner, the greater part of the banking services in Bangladesh should to be extremely watchful about the nature of service, and innovation progress of services they are putting forth to use of the customer’s. it is hope that the results of the study will facilitate bankers in terms of creating effective strategies in order to fulfil the customer needs. From the academic viewpoint, this study open the door for future researchers to conduct more studies customer satisfaction towards online banking. Malaysian Institute of Management 2018 Article PeerReviewed application/pdf en http://irep.iium.edu.my/69527/1/69527_An%20investigation%20customer%20satisfaction.pdf Uddin, Bashir and Haque, A. K. M. Ahasanul and Ahmad, Khaliq and Hasan, Ali (2018) An investigation customer satisfaction towards online banking services in Bangladesh. Malaysian Management Review (MMR), 53 (1). pp. 1-13. ISSN 0025-1348 https://www.mim.org.my/publications/mmr-journal/ |
| spellingShingle | HG Finance HG1501 Banking Uddin, Bashir Haque, A. K. M. Ahasanul Ahmad, Khaliq Hasan, Ali An investigation customer satisfaction towards online banking services in Bangladesh |
| title | An investigation customer satisfaction towards online banking services in Bangladesh |
| title_full | An investigation customer satisfaction towards online banking services in Bangladesh |
| title_fullStr | An investigation customer satisfaction towards online banking services in Bangladesh |
| title_full_unstemmed | An investigation customer satisfaction towards online banking services in Bangladesh |
| title_short | An investigation customer satisfaction towards online banking services in Bangladesh |
| title_sort | investigation customer satisfaction towards online banking services in bangladesh |
| topic | HG Finance HG1501 Banking |
| url | http://irep.iium.edu.my/69527/ http://irep.iium.edu.my/69527/ http://irep.iium.edu.my/69527/1/69527_An%20investigation%20customer%20satisfaction.pdf |