E-banking Services in Bangladesh

This study examines the relationship between E-banking service quality, demographic characteristics, satisfaction/net benefit of five selected commercial banks in Bangladesh. It also explores the present scenario of E-banking services, and the barriers to adopt E-banking in Bangladesh. Both primary and secondary data were collected between the calendar year 2011 to 2015 in order to empirically address the objectives. Data were collected from 700 respondents, comprising customers and bankers of the aforementioned banks distributed over seven administrative divisions of Bangladesh, by using two structured questionnaires-one for the customers and one for the bankers. Simple statistical techniques were used to analyze the data and, in specific cases, advanced estimation techniques e.g. binary logistic regression were employed to estimate the relationship between variables. The information and communication technology related cost is also calculated in this research against the total operational expenses of selected banks. Results suggest that in spite of the prevailing barriers, customers are willing to adopt E-banking services.