Original scientific paper
https://doi.org/10.56321/IJMBS.8.13.5
SERVICE QUALITY AND ONLINE BANKING SERVICES: ANALYZING THE INTERNATIONAL TOURISTS’ SATISFACTION WITH ONLINE BANKING SERVICES IN BANGLADESH
Shipan Hossain
; Embassy of Bangladesh, Lisbon, Portugal
Yusuf Hossein Khan
orcid.org/0000-0002-5981-8849
; Faculty of Economics, University of Algarve, Faro, Portugal
Nikola Naumov
orcid.org/0000-0001-9537-1469
; Hospitality & Tourism Management, University of Northampton, Northampton, United Kingdom
Abstract
Online banking allows a user to conduct financial transactions via the Internet. Online banking is also known as Internet banking or web banking. Online banking offers customers almost every service traditionally available through a local branch including deposits, transfers, and online bill payments. The goal of this research was to analyze the international tourists’ satisfaction with online banking services in the contexts of Bangladesh. The paper explores tourists’ satisfaction with efficient dimensions, responsiveness dimensions, system available dimensions, privacy dimensions, fulfillment dimensions, compensation dimensions, and contact dimensions. The data were gathered from a sample of 176 international visitors to Bangladesh by utilizing a purposive sampling method and adopting a survey method comprised of a web-based structured questionnaire. The findings of the research suggest that efficient dimensions, system availability dimensions, privacy dimensions, and fulfillment dimensions are the most essential aspects which significantly affect international tourists’ satisfaction with online banking services. The study also reports that responsiveness dimensions, compensation dimensions, and contact dimensions do not play an important role in international tourists’ satisfaction. It has implications for bank service marketers regarding the effective design of service marketing strategy for international tourists’ satisfaction in the contexts of online banking service in Bangladesh.
Keywords
Bangladesh; international tourists; online banking services; satisfaction; SERVQUAL model
Hrčak ID:
288336
URI
Publication date:
23.12.2022.
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