Customer satisfaction towards online Banking services in Bangladesh; A study on Standard Bank Limited, Nilphamari Branch, Nilphamari

Abstract

Now a day’s technological advancement makes our life easier. As a part of this advancement banking sector facilitates their client involvement by offering most convenient services through electronic means. To compete globally banks offer on line banking facilities. Customers are now able to transact different types of banking activities via online. People are now busy enough and consciousness among people has increased than ever before. So they expect high quality services with short period of time. Another advantage is that there is no waste paper and time. The bank prints our bank account statement and then posts it, this process use to take a lot of time and money, all these complexities have been avoided by online banking. Although technological convergent takes place and traditional banking system becomes online. The main objective of this study is to find out the customer satisfaction towards online banking services in Bangladesh and the research is conducted on Standard bank Ltd. To conduct the research, non probability convenience sampling technique is used. The study is based on both primary and secondary data. Primary data is collected through questionnaire survey from 50 respondents. From the survey it is found that the most of the respondents are satisfied with the different services provided related with online banking except insufficient ATM booth, security in online banking, SMS Banking and promises to providing services. Among various online services customer mostly use ATM services, fund transfer to any branch, SMS banking and balance inquiry services