E-Banking Service Quality in Bangladesh: A Survey Based Customer Perception Analysis

This study aims to investigate customer perceptions of e-banking services based on a comprehensive analysis of survey data collected from a diverse sample of respondents. The survey data encompassed various dimensions, including demographic information, usage patterns, perceptions of specific e-banking aspects, and suggestions for improvement. Out of all the surveys collected, 471 were usable and were compiled with SPSS 25.0. The findings revealed several key insights into customer perceptions of e-banking services. Analyzing the specific dimensions of e-banking perception, customer service and security measures  merged as crucial factors influencing overall perceptions. The respondents expressed positive perceptions regarding e-banking services, with higher agreement or neutrality compared to disagreement. The findings emphasize the need for banks and financial institutions to continuously invest in robust security protocols, communicate them effectively to customers, and build trust in the safety of e-banking services. These recommendations focused on enhancing accessibility, responsiveness, reliability, and assurance. By incorporating these insights into their operations, organizations can stay ahead in the rapidly evolving landscape of digital banking and meet the evolving expectations of their customers.