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

Journal of Advanced Research in Business and Management Studies
Volume 15, No. 1, June 2019, Pages 23-32

Mass Hareeza Ali1, Md Abdul Bashir1,*, Mohammad Mizanur Rahman2, Lam Mun Wai1, Md Adnan Rahman3, Abu Bakar Abdul Hamid3

1 Department of Management and Marketing, Universiti Putra Malaysia, 43400 UPM Serdang Selangor Darul Ehsan, Malaysia
2 Department of Business Administration, Metropolitan University, Dhaka – Sylhet Hwy, Sylhet 3100, Bangladesh
3 Putra Business School, Universiti Putra Malaysia, 43400 UPM Serdang Selangor Darul Ehsan, Malaysia
*Corresponding author: bashirupm@yahoo.com

Cite this article
MLA
Mass Hareeza, Ali, et al. "Relationships between Service Quality, Customer Experience and Customer Satisfaction of E-Banking In Bangladesh." Journal of Advanced Research in Business and Management Studies 15.1 (2019): 23-32.
APA

Mass Hareeza, A., Md Abdul Bashir, Mohammad Mizanur, R., Lam, M. W., Md Adnan, R., & Abu Bakar, A. H.(2019). Relationships between Service Quality, Customer Experience and Customer Satisfaction of E-Banking In Bangladesh. Journal of Advanced Research in Business and Management Studies, 15(1), 23-32.
Chicago
Mass Hareeza Ali, Md Abdul Bashir, Mohammad Mizanur Rahman, Lam Mun Wai, Md Adnan Rahman, and Abu Bakar Abdul Hamid."Relationships between Service Quality, Customer Experience and Customer Satisfaction of E-Banking In Bangladesh." Journal of Advanced Research in Business and Management Studies. 15, no. 1 (2019): 23-32.
Harvard
Mass Hareeza, A., Md Abdul Bashir, Mohammad Mizanur, R., Lam, M.W., Md Adnan, R., and Abu Bakar, A.H., 2019. Relationships between Service Quality, Customer Experience and Customer Satisfaction of E-Banking In Bangladesh. Journal of Advanced Research in Business and Management Studies 15(1), pp. 23-32.
Vancouver

Mass Hareeza A, Md Abdul Bashir, Mohammad Mizanur R, Lam MW, Md Adnan R, Abu Bakar AH. Relationships between Service Quality, Customer Experience and Customer Satisfaction of E-Banking In Bangladesh. Journal of Advanced Research in Business and Management Studies. 2019;15(1): 23-32.

KEYWORDS

Banking sector; customer satisfaction; customer experience; E-banking; service quality

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 Self-Administered 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.

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