Measuring Clients’ Satisfaction towards the Mobile Banking Services in the Northern Area of Bangladesh

Abstract

Purpose: The aim of the present study was to investigate the elements that influence Bangladeshi banking customers’ satisfaction. Quality of Service (QoS) refers to how well it meets the needs of its present and potential customers. As a result, estimating service quality is extremely important for banking organizations. Methodology: A survey research method has been used involving 255 mobile banking holders in the northern area of Bangladesh. A self-administrated survey has been given to the customers of Dutch Bangla Bank Limited (DBBL) and BRAC Bank Limited two full-fledged, early M banking service providers in Bangladesh. Findings: According to the test results, client satisfaction is positively correlated with the four SERVQUAL criteria of reliability, assurance, empathy, and responsiveness (apart from tangible). Practical Implication: The investigation results can be interpreted theoretically and practically. Research Limitations: The number of respondents who participated in the study could have been higher.