Relationships between Service Quality, Customer Experience and Customer Satisfaction of E-Banking In Bangladesh

Abstract

The aim of this paper is to investigate the relationships between service qualities, customer experience and customer satisfaction of e -banking in Bangladesh. A SelfAdministered Questionnaire and convenience sampling technique are used to collect the data from 323 customers who are using E-Banking. Independent and dependent variables on a five - point “Likert-Type Scale” specifies how strongly the respondents agree or disagree with the statements. Several statistical tools and techniques such as descriptive analysis, Zero Order Karl Pearson’s correlation analysis and Ordinary Least Square (OLS) multiple regression analysis have been used to determine the empirical findings and draw a conclusion. The findings of the study shows there are significant relationships between service quality, customer experience and customer satisfaction of e-banking in Bangladesh. The findings of this study will contribute to the banking authority to give more attentions on service quality to enhance the customer satisfaction with the recommendation of various measures should be put in place to make E-banking system smooth, effective and more secure.