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

Author

Listed:
  • Md Abdul Bashir
  • Md. Golam Morshed
  • Md. Adam Shafiulla
  • Pijush Kumar Sarkar
  • Nahida Ferdous

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.

Suggested Citation

  • Md Abdul Bashir & Md. Golam Morshed & Md. Adam Shafiulla & Pijush Kumar Sarkar & Nahida Ferdous, 2024. "A Comprehensive Model for Measuring Customer Satisfaction of E-Banking Services in Bangladesh," Asian Business Research Journal, Eastern Centre of Science and Education, vol. 9, pages 127-134.
    • Handle: RePEc:ajn:abrjou:v:9:y:2024:i::p:127-134:id:228
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