Evaluating customer satisfaction with the quality of online banking services after COVID-19: developing country perspective

Abstract

This study aimed to assess customer satisfaction levels with the quality of online banking services in the Islamic banking sector of Bangladesh, particularly after the COVID-19 pandemic. Data were collected from 280 online banking customers using a modified questionnaire based on the SERVQUAL model. Structural equation modeling (SEM) was employed to analyze the data, and statistical analysis was performed using SPSS and AMOS. The findings showed that a number of factors, including efficiency, dependability, responsiveness, and security, affect customer satisfaction. Among these dimensions, reliability was identified as the most crucial factor, exerting the greatest impact on customer satisfaction after COVID-19. Given the growing significance of online banking in Bangladesh, effective delivery of these services can enhance customer satisfaction and provide banks with a competitive advantage. The results of this study have practical implications for bankers, investors, bank management, and policymakers in the country’s banking sector. They offer valuable insights into the essential factors affecting customer satisfaction with online banking service quality and can inform the development of strategies and policies to improve the overall customer experience in this context.

Keywords

• Online banking
• customer satisfaction
• consumer behavior
• service quality
• SERVQUAL model
• Bangladeshi banking sector