E‐trading and services quality effects on stock exchange in a developing country: A study of Dhaka stock exchange

Abstract

In a developing country like Bangladesh, Members' satisfaction with stock exchanges was examined in this study based on the quality of e‐trading services. Five specific objectives were set to accomplish the main objective. This study further used a tangibility dimension, empathy factor, and responsiveness dimension to define E‐trading service quality. We conducted a descriptive and explanatory survey with 192 participants and 186 respondents (96.8%). The research design consisted of a mix of descriptive and explanatory methods. Data were collected through survey questionnaires with Likert scales using the SPSS (version 25) software program. Data analysis and interpretation were carried out using both descriptive and inferential statistics. It was found that both the Dhaka e‐trading center and stock exchange moderately practiced all study variables. The level of member satisfaction with stock exchange services is significantly influenced by the level of reliability, tangibility, empathy, assurance, and responsiveness of that service. Using regression analysis, it has been found that the dimensions of E‐trading service quality can explain 57.5% of the variation in stock exchange members' satisfaction. There is a positive statistically significant relationship between members' satisfaction with reliability, assurance, tangibility, and empathy, and no statistically significant relationship between members' satisfaction with responsiveness. Thus, exchange management bodies should improve practices regarding these dimensions of E‐trading service quality to increase member satisfaction.