Identifying the Factors of Customer Satisfaction in E-Banking System in Context of Bangladesh

Md. Arafat Rahman; Abu Zafar Ahmed Mukul

Authors

Md. Arafat Rahman
Abu Zafar Ahmed Mukul

Keywords:

Correlation, Customer Satisfaction, e-banking, Factor analysis

Abstract

The purpose of this paper is to identifying the factors of customer satisfaction in Bangladeshi commercial banks. In this study, purposive sampling technique was employed to recruit 120 customers classified as government service holder, private service holder and businessman from 10 Banks. We have done Kaiser-Meyer-Olkin Measure of Sampling Adequacy, Bartlett's Test of Sphericity, Cronbach's Alpha Reliability Statistics, inter-correlation, factor analysis and factor ranking. This research showed that management information service, service factor, time management and behavioral factor are the key factors which are representing customer satisfaction in banking sector of Bangladesh. Management information services is the combination of 7 variables such as computerized service, innovative service, smooth and hassel free, staff availability, skilled and knowledgeable employee, service charge, transparency in services.

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Identifying the Factors of Customer Satisfaction in E-Banking System in Context of Bangladesh. (2013). Global Journal of Management and Business Research, 13(21), 1-7. https://journalofbusiness.org/index.php/GJMBR/article/view/103330

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