| dc.description.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 | en_US |
