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    • 2021 - 2025
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    Effectiveness of Customer Satisfaction in Islami Bank Bangladesh (Panthapath Branch) on Digital Banking Services

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    BBA-250716.pdf (999.1Kb)
    Date
    2025-04-19
    Author
    Mouri, Faria Islam
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    Abstract
    The digital banking revolution has transformed financial services, with Islami Bank Bangladesh Limited (IBBL) leading Sharia-compliant banking in Bangladesh’s digital shift. This study assesses customer satisfaction at IBBL’s Panthapath Branch, an urban hub, focusing on mobile apps, internet banking, ATMs, QR payments, and SMS banking. Using a mixed-method approach, 100 customers were surveyed with a SERVQUAL-based questionnaire evaluating tangibles, reliability, responsiveness, assurance, and empathy, alongside interviews for deeper insights. Results show high satisfaction with the mobile app’s ease of use and ATM reliability, but slow customer support, technical issues, cybersecurity fears, and low digital literacy among older users hinder trust. Younger customers are more satisfied, while women express greater security concerns. The Technology Acceptance Model highlights ease of use and usefulness as adoption drivers. Recommendations include improving interface usability, offering 24/7 support, strengthening cybersecurity, and providing digital literacy workshops to boost loyalty and competitiveness, despite the study’s single-branch scope. Keywords: Digital Banking, Customer Satisfaction, Islami Bank Bangladesh Limited (IBBL), Mobile Banking, Internet Banking, ATM Services, QR Code Payments
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    http://suspace.su.edu.bd/handle/123456789/1600
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    • 2021 - 2025 [176]

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