Measuring the Quality of E-Banking Services through Gap Analysis: A Study o.n the Banking Industry of Bangladesh

Abstract

The present of Information & Communication Technologies (ICT) has redefined the business culture of the banking industry to provide improved service for greater customer satisfaction. Towards this end, the incorporation of Electronic Banking (E-Banking) facilities by the leading banks is a value addition to the banking industry of Bangladesh. But still many banks are not prepared to provide the standard quality service of E-Banking. It has thus become inevitable to ensure a quality service oriented competent and efficient automated E-Banking system for the banking industry to cope with the challenges and opportunities created due to the competition among the banking entities, rules and regulations of the Government and the central bank, high expectations of the customers for excellent, unique and customized E-Banking service. All these prompted the concerned banks to ensure proper functioning of the already Launched E-Banking services, measure and check their quality and the continuous development of the same to make delighted customers by providing optimal level of satisfaction. With this end in view, this paper measures the service quality of the E-Banking industry of Bangladesh through GAP Analysis so that a satisfactory and viable standard of service quality can be ensured for the ultimate customers. The study also explores the conceptual aspects of E-Banking, service quality and customer satisfaction, the gaps involved in the delivery of quality service, SERVQUAL Scale based primary survey results to measure the quality of E-Banking services provided by the public (i.e.,, Government) and private sector banks, etc. and places some recommendations for the concerned banks to close the gaps in the delivery of quality E-Banking service.