This research study focuses on Internet banking service quality at one of the leading scheduled banks in Bangladesh. Specifically, it aims to determine the relationship between service quality and customer satisfaction with the Internet banking services provided by Dutch-Bangla Bank Limited (DBBL), located in Dhaka, the capital of Bangladesh. Service quality is measured through six dimensions: customer support, ease of use, reliability, responsiveness, service security, and transaction efficiency. The survey method was used to collect data and questionnaires were distributed to 400 respondents; DBBL customers using its internet banking services. The data was analyzed by Statistical Package for Social Science (SPSS). Descriptive analysis and Pearson’s Correlation were used to test the hypothesis and obtain accurate results. The findings indicate that transaction efficiency has a high mean value and customer support, ease of use, reliability, responsiveness, and service security a medium mean value. All null hypotheses were rejected. Moreover, service security and transaction efficiency have a strong positive relationship with customer satisfaction. Customer supports, ease of use, reliability, and responsiveness have a moderate positive relationship with customer satisfaction. Several recommendations were made, pointing to the need to keep improving all aspects of internet banking and remain a pioneer in terms of introducing new technology to the industry. Service security is especially important to customers and should continue to remain one of the bank’s prime concerns.
Md Mostafizur Rahman (Fri,) studied this question.