A Comprehensive Model for Measuring Customer Satisfaction of E-Banking Services in Bangladesh

Md Abdul  Bashir; Md. Golam  Morshed; Md. Adam  Shafiulla; Pijush Kumar  Sarkar; Nahida  Ferdous

doi:10.55220/25766759.228

Authors

Md Abdul Bashir Department of Business Administration, Uttara University, Holding 77, Beribadh Road, Turag, Uttara, Dhaka 1230, Bangladesh.
Md. Golam Morshed Department of Business Administration, Uttara University, Holding 77, Beribadh Road, Turag, Uttara, Dhaka 1230, Bangladesh.
Md. Adam Shafiulla Department of Business Administration, Uttara University, Holding 77, Beribadh Road, Turag, Uttara, Dhaka 1230, Bangladesh.
Pijush Kumar Sarkar Department of Business Administration, Uttara University, Holding 77, Beribadh Road, Turag, Uttara, Dhaka 1230, Bangladesh.
Nahida Ferdous Crown Institute of Business & Technology, Road # 21/A, House # 05, Nekunjo-02, Dhaka 1229.

DOI:

https://doi.org/10.55220/25766759.228

Keywords:

Customer experience, Customer satisfaction and Bangladesh, Service quality.

Abstract

The provision of financial services via electronic delivery systems is commonly referred to as electronic banking (e-banking). From the very beginning, e-banking has played an important role in the economic development of many countries and has made a significant contribution to customer satisfaction. The aim of this study is to propose a comprehensive model for measuring customer satisfaction with e-banking services in Bangladesh. The study is based on selected peer-reviewed articles from 9 bibliographic databases. The results show that customer satisfaction is influenced by service quality, customer experience and customer satisfaction. The study concludes that it is a comprehensive model for measuring customer satisfaction with e-banking services in Bangladesh.