Customer Satisfaction Towards E-Banking Services: a Case Study on Ific Bank Ltd.

6472 Words Apr 16th, 2010 26 Pages
In a constantly changing world of today, where past is replaced by dynamic present and the dynamic present is being replaced by more challenging future, the old ways of doing things is no longer valid. Change is permanent and a reality. Those who are not able to keep pace with the changes are destined to loose the race. Science and technology is changing the way financial institutions perform their transactions. Today’s banks are shaking by these technological changes. Life has never been so easy, comfortable, and luxurious. Science and technology have brought our life to this stage. But a new technology brings with it not only the potential for success but also a never-ending series of questions regarding its design, its value to
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Although there has been significant effort made to eliminate paper-based payment transactions, the basic way of handling payments by consumers has not changed. The study has been undertaken to evaluate the reaction of the customers towards the e-banking services.

Research Objectives

E-banking services provide smart replacement of traditional banking services and benefit both the bankers and the customers. But in Bangladesh, due to presence of some constrains, e-banking is not flourishing as it should do. The main objective of this research study is to find out the reaction of the customers towards the e-banking services. In this context, the specific objectives would be to observe – ▪ The types of e-banking facilities a bank, in this case IFIC Bank Ltd., offers to its customers; ▪ The factors that satisfy the customers in receiving e-banking facilities offered by the bank; ▪ The constraints the customers face in adopting e-banking facilities; ▪ The expectations and recommendations of the customers towards e-banking services.

Literature Review

A. E-Banking in Bangladesh

In Bangladesh, e-banking facilities are yet to be fully developed although some technology driven products and services have been in operation over the last few years. The existing technology driven products and services offered by the traditional banks are ATM services, debit card and credit card, transactions through POS terminals, inter-branch online transactions through
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