The Effect of E-Banking Services on Customer Satisfaction: A Study on Customers in Khulna

Abstract Nowadays E-Banking Services are getting increasingly popular because of their ease of use and other benefits. This study aims to determine the effect of E-Banking Services on customer satisfaction. The population of the study consists of customers of several banks in Khulna, with samples consisting of customers who use various forms of E-Banking Services. The primary information came from surveys filled out by 206 customers. For the study purpose, the respondents were asked close-ended questions using a structured questionnaire. The literature review suggests six factors influence customers' levels of satisfaction. The findings of the study indicate that there is a positive correlation between the independent and dependent variables. The result reveals that convenience, ease of use, personalization, customization, and cost are the most important variables, and their relationship to customer satisfaction is statistically significant. The findings also suggest that improvements can be made in the areas of security and privacy. JEL Classification: M1-10 Keywords: E-Banking , E-Services , Online Banking , Internet Banking , Customer Satisfaction