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

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.