Authors: Mohammad Mizanur Rahman; Adedeji Babatunji Samuel; Md. Saidur Rahaman
Addresses: Department of Business Administration, Metropolitan University, Sylhet, Bangladesh ' Department of Accounting, Olabisi Onabanjo University, Ago-Iwoye, Nigeria ' Department of Business Administration, Metropolitan University, Sylhet, Bangladesh
Abstract: Internet banking services already have global acceptance, as a means to making internet banking services relevant to the needs of the customers. Most of the past studies have focused on overseas IB transactions but with no emphasis on university students (www.ukessays.com), whereas university students are the major users of internet facilities particularly in relation to the learning processes to update their knowledge base. Therefore, the aim of this study is to determine the perception of the university students in Bangladesh concerning internet-banking services. A special type of purposive sampling technique, the maximum variation sampling (MVS) (qualitative approach) was used for the selection and interviewing of nine students from various disciplines from three universities at Sylhet City in Bangladesh. The results show that internet-banking services are currently not satisfactory due to many causes, such as, undue waiting time, insufficient information, lack of safety, and so on. The respondents are from three universities in a particular region, thus, more universities and other nationalities can be included in future studies.
Keywords: banks; internet banking; satisfaction; qualitative approach; university students; Bangladesh.
International Journal of Business Excellence, 2022 Vol.28 No.3, pp.300 - 313
Received: 07 Feb 2020
Accepted: 19 Apr 2020
Published online: 14 Nov 2022 *