Customer Perception on Internet Banking: A Study on Islami Bank Bangladesh Ltd.

International Journal of Research and Innovation in Social Science (IJRISS) | Volume V, Issue IX, September 2021 | ISSN 2454–6186

Customer Perception on Internet Banking: A Study on Islami Bank Bangladesh Ltd.

Prof. Mihir Kumar Roy, Ph.D¹, Md.Shakil, MBM^2
1Professor & Dean, Faculty of Business Administration, City University, Dhaka, Bangladesh
² Lecturer (Finance & Banking), Department of Business Administration, City University, Dhaka, Bangladesh & Assistant Research Fellow, Independent Perception Research Hub, Dhaka, Bangladesh.

Abstract: The objective of the study was to show the customer perception on Internet banking by identifying factors that influence the performance of bank in Bangladesh. The study was basically a survey on IBBL, Narayanganja branch that used quantitative data & a structured questionnaire was used to collect data from 45 samples drawn on the basis of convenient sampling the results of the study showed that maximum number of respondents responded positively on Internet banking. It was found that customers wanted high level of security in such type of banking and they were likely to grant i-transfer service than i-recharge service. In the part of satisfaction and importance level it was found that respondents were satisfied on IBBL Internet banking service. But people want validated security level certainty and they thought i-recharge and i-transfer system should be improved. Internet banking service is a part of the e-banking bundle and it is an alternative means of offering the customers self-controlled transactions, using the internet as the medium for the transaction.. Bank can expand more service such as foreign exchange and investment in this system. Higher Security level must be applied and employees under this system should be expertised and automatic login features must be avoided in this banking system. The study recommended that future studies should be carried out using non Internet users as respondents to investigate their intentions and perception of the Internet banking services in Bangladesh.

Key Words: Internet Banking, Customer, Perception, Satisfaction

I. INTRODUCTION

1.1 Background of the Study

There has been significant improvement in the communication sector of Bangladesh with growth being registered in key areas. Over the past decade, serious efforts have been given in promoting information and communication technology (ICT) to develop the nation and economic recovery. These efforts have impacted in the Internet usage in particular and telecommunications industry in general. Beginning from the late 1990’s to date internet banking has steadily grown to become a standard offering of most banks. When a new innovation appears it attracts attention and the attention to internet banking is due in part to the rapid diffusion of the internet and growth of e-commerce.

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