%0 Journal Article
%T IMPACT OF E-BANKING ON SERVICE QUALITY AND CUSTOMER SATISFACTION IN SELECTED PRIVATE COMMERCIAL BANKS IN BANGLADESH
%A Syed Nazmul Huda
%A Sharmin Aktar
%A Mohammad Samiul Islam
%J Globus An International Journal of Management & IT
%P 21-27
%@ 2582-6689
%D 2020
%R 10.46360/globus.120201005
%X Background: Electronic banking (e-banking) is an important tool for all banks to survive in the competitive banking industry in Bangladesh. The study was designed to investigate the impact of online or e-banking in Bangladesh. There appear a few extensive studies on e-banking practices has been conducted in Bangladesh. But no comprehensive study has yet been conducted especially on impact of e-banking on service quality and customer satisfaction in Bangladesh. The main objectives of the study are to find out the impacts of e-banking products on service quality and customer satisfaction and access the challenges affecting e-banking.

Methods and Findings: The sample consisted of 379 out of 66895 clientĄ¯s feedback were selected purposively from various commercial banks in Bangladesh. Standard questionnaires and interview methods were made in collecting data. Descriptive statistics was adopted in analyzing the data from the respondents. In addition, for analyzing data suitable statistical tools Statistical Package for Social Science (SPSS) were used. The results revealed that there is a significant relationship between quality of service and customer satisfaction.

Conclusion: The paper concludes that e-banking has a positive impact on the quality of service in the Bangladesh banking sector, but not on customer satisfaction. The study suggests that staff training, and development should be enhanced in the banking industry in order to render quality and timely services to their customers.
%K E-banking
%K Service Quality
%K Customer Satisfaction
%K Commercial Banks
%K Bangladesh
%U https://www.globusjournal.com/wp-content/uploads/2020/07/Final-GMIT-JJ205-Syed-Nazmul-Huda-1.pdf