A Comprehensive Model for Measuring Customer Satisfaction of E-Banking Services in Bangladesh

The provision of financial services via electronic delivery systems is commonly referred to as electronic banking (e-banking). From the very beginning, e-banking has played an important role in the economic development of many countries and has made a significant contribution to customer satisfaction. The aim of this study is to propose a comprehensive model for measuring customer satisfaction with e-banking services in Bangladesh. The study is based on selected peer-reviewed articles from 9 bibliographic databases. The results show that customer satisfaction is influenced by service quality, customer experience and customer satisfaction. The study concludes that it is a comprehensive model for measuring customer satisfaction with e-banking services in Bangladesh.