Client Satisfaction of Internet Banking Services in Bangladesh: An Exploratory Study

Abstract

Internet banking is a new concept in Bangladesh which can be used for doing almost all works of a physical bank. Through internet banks can provide services like- electronic fund transfer, bills payment, balance inquiry, account maintenance, transaction flexibility, loan application etc. Internet banking service, thus, facilitates making deposits, issue withdrawals, transfer funds among accounts, collect and pay bills, make small loans etc. This study is an exploratory research using convenience sampling technique where samples have been selected on the basis of convenience. This paper tries to reveal portion of bank clients using internet banking, how many of them are satisfied regarding this innovation. This study found clients are satisfied with the bill payment and fund transfer service, whilst they are quite concerned and worried about the availability of internet and electricity for using it. Thus banks need to focus on this issue and increase their CSR activities and continue persuasion to government of the country for internet friendly policy making.

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