Antecedents of E-Banking Services by Customers for the Selected Commercial Banks in Sylhet, Bangladesh

Abstract

This study is conducted to identify customers view regarding cost effectiveness, time savings and security of different types of e-banking products like online banking, ATM banking, internet banking, mobile banking and telephone banking. E-banking is the alternative delivery channels that banks adopted for providing efficient banking services through the help of internet, computers, mobile phone etc. Banks" customers were considered as population and primary data were collected through questionnaire. Descriptive statistics and Chi-square test were used for analyzing the data. The results indicated that customers prefer ATM banking services most, next to follow mobile banking and online banking. The customers believed that all types of e-banking products save time and except telephone banking others types of e-banking products were secured. Online banking and ATM banking services were not considered as cost effective. Analysis indicated no relationship between online banking and different demographic variables. ATM banking services was highly influenced by most of the demographic variables whereas internet banking, mobile banking and telephone banking influenced by few demographic variables i.e. age groups, education level, and monthly income. The results help banks to develop varieties of e-banking products and formulate strategies by considering the demographic characteristics of the customers. Customers expect more users friendly e-banking products along with diversify features and suggested to develop latest e-banking products like mobile apps based banking for ensuring long term customers relationship, attracting potential customers and keeping existing customers that may ensure consistent growth and profit as well.

How does the Fintech services delivery affect customer satisfaction: A scenario of Jordanian banking sector

“…Ease of use and performance in banking services assist clients to use advanced applications of the modern banking system in an operative and appropriate approach, if the Digital banking services are easy to use, it will raise the performance of modern banking uses. The outcomes of a study titled “E‐banking services for the selected commercial banks by the customers in Bangladesh” highpoint that the customer care pregnant more user‐friendly services along with diversified features (Hossain, 2016). Another scholar steered study factors influencing the implementation of E‐banking in Jordan, decided that uncertainty evasion and a positive and strong effect on the perceived ease of use but perceived risks fight more the customers to avail E‐banking services.…”

“…Hossain (2016) researched the E‐banking services of banks in Bangladesh. The data were collected by developing a questionnaire and a Chi‐square test for analyzing the data.…”