Customers’ satisfaction with internet banking: Evidence from Bangladesh

Abstract

This study investigates the relationship of customers’ satisfaction with different internet banking services provided by Agrani Bank Limited using primary and secondary data. To investigate the relationship between customers’ satisfaction and the different internet banking services provided by Agrani Bank, a linear multiple regression model consisting of five independent variables – income of the customer (IC), maintaining the account (MA), using the ATM card (ATM), purchasing any product through the internet in the last 12 months (PP), and frequently visiting the bank (FV) – is used. These independent variables have been tested to evaluate internet banking structure, operations and to examine the customers’ satisfaction in Agrani Bank Limited. ANOVA and the coefficients techniques are also applied to examine the causal relationships between the variables. Results show that among five explanatory variables only IC and PP significantly affect the customers’ satisfaction, but the other three variables do not. Therefore, customers’ satisfaction (CS) with internet banking in Agrani bank depends on the income of the customers (IC) and purchasing a product through the internet in the last 12 months (PP). Keywords: Customers’ satisfaction, internet banking, multiple regression model, ANOVA, coefficient technique, Agrani Bank Limited