| 要約: | The banking sector unquestionably plays a critical role in any country's economic
development and social growth in terms of wealth generation, which positively affects
Gross Domestic Product (GDP). Technological advances have made remote sales and
administration of financial services and products possible for years. The banking
structure and procedures have been modified and revised daily since its inception. It is
acknowledged that the banking industry is the one that is primarily affected by the
internet and developments in information communication technology (ICT). Traditional
financial services providers and new entrants are exploring e-possibilities. E-banking
makes accessing bank accounts online easy, quick, and safe. Information technology is
cost-efficient, easy-to-maintain, fast, effective, and competitive. Previous research found
that e-banking clients are more responsive to behavioural variables than internal
considerations. Behavioural characteristics and e-banking technologies affect customers'
online banking experiences and satisfaction. Thus, e-banking adoption directly affects
customers’ satisfaction with service delivery based on behavioural characteristics. This
research examines how customers’ perceived value affects e-banking service quality,
customers’ experience, and customers’ satisfaction in Bangladesh. 323 E-Banking
clients were surveyed using a standardised questionnaire and random selection. A five
point "Likert-Type Scale" has been adopted to measure the direct and indirect effects
including independent, dependent, and mediating variables. Five hypotheses were
derived from the technology acceptance model (TAM's) assumptions. Descriptive
Analysis, Zero Order Karl Pearson's correlation analysis and CB-SEM path analysis
were utilised to derive a conclusion. The research found that service quality and
customers’ experience affect e-banking in Bangladesh. Perceived value mediates the
links between service quality, customers’ experience, and customer satisfaction.
Theoretically, these research results support the assumptions of TAM. This research will
help the banking authorities focus more on service quality to improve customer
satisfaction by recommending methods to make e-banking smoother, more effective, and safer. This study is purely quantitative in nature; in future research should be qualitative
or mixed to get more accurate scenario regarding this issue. Out of eight divisions, only
four divisions have been considered in this study, thus it is suggested to add more
divisions to generalize the findings.
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