Usage of e-Devices in Banking Sector for Promoting Relationships between Bankers and Customers: A Case Study

15 Pages Posted: 10 Nov 2018

See all articles by Saiful Islam

Saiful Islam

Asian University of Bangladesh

Nazrul Islam

Canadian University of Bangladesh

Mohammad Saifuddin

Bangladesh University of Engineering and Technology (BUET)

Date Written: October 18, 2018

Abstract

The objective of this study is to find out the influence of the usage of electronic devices on the relationships between bankers and the customers. This study has been done mainly based on primary and secondary sources of data. Primary data has been collected from respondents through a structured questionnaire. To conduct this research, interviewing approach has been used on clients of Dutch-Bangla Bank Limited (DBBL) Bangladesh, particularly who avail the electronic banking services. The sources of secondary data were collected from different publications and annual reports of DBBL for the year of 2011 to 2017. Simple descriptive statistics were used and two hypotheses were developed and tested by using one sample t-test to evaluate the effectiveness of using electronic devices in improving bank-client relationship. The results show that the usage of e- devices in banking sector has positive impact an improving service quality and client commitment that eventually strengthen life-time relationships between bank and its clients. Likewise, the findings of the study were as analogous with some other studies where researchers found similar and or different economic characteristics. Hence, it can be beneficial for the policy makers of DBBL as well as other stakeholders of bank.

Keywords: Banker-Customer Relationship, e-Device, Service Quality, Commitment and Profitability

JEL Classification: C88, F65, M3, M15, O32, O33

Suggested Citation

Islam, Saiful and Islam, Nazrul and Saifuddin, Mohammad, Usage of e-Devices in Banking Sector for Promoting Relationships between Bankers and Customers: A Case Study (October 18, 2018). Available at SSRN: https://ssrn.com/abstract=3269194 or http://dx.doi.org/10.2139/ssrn.3269194

Saiful Islam

Asian University of Bangladesh ( email )

Bangladesh

Nazrul Islam (Contact Author)

Canadian University of Bangladesh ( email )

House 99, Road 11, Block C, Banani,
Dhaka, 1213
Bangladesh
8801716370643 (Phone)
880258952047 (Fax)

HOME PAGE: http://www.cub.edu.bd

Mohammad Saifuddin

Bangladesh University of Engineering and Technology (BUET) ( email )

Dhaka
Bangladesh

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