Keywords: E-Banking, Trust, Customer Satisfaction, Structure Equation Model, Bangladesh


The purpose of this study is to determine the trust that E-Banking customers possess regarding the effect of customer satisfaction, which depends on the E-Banking infrastructure facility and E-Banking Communication environment. Using stratified random sampling in randomized block design, the response to a survey questionnaire has been obtained from 400 respondents via E-mail and hand-to-hand to know their opinion. Structure Equation Model (SEM) with Kolmogorov Smirnov Test, Shapiro Wilk Test, Mann-Whitney Test, Kruskal-Wallis Test, and Least Significant Difference (LSD) tests are used to determine the factors that affect E-Banking customer trust. It is observed, from this study, that an increased E-Banking communication environment, leads to the enhancement of customer satisfaction, as there is a positive significant relationship. Result also shows bachelor's degree and master's degree holder customers exhibit more trust in the E-Banking process than the customers with a lower level of education. Customers who started e-banking transactions during Covid-19 own more trust value than the customers who started transactions before the pandemic. So, the growth of E-Banking transactions may contribute positively to ensuring sound health in the future and especially in any pandemic situation.

JEL Classification Codes: G21.

Author Biographies

Md. Shahnur Azad Chowdhury

Associate Professor, Department of Business Administration, International Islamic University Chittagong, Chittagong, Bangladesh

Md. Shahidul Islam

Divisional Officer, Service Engineering Division, Bangladesh Forest Research Institute, Chittagong, Bangladesh

Md. Shariful Haque

Associate Professor, Department of Economics and Banking, International Islamic University Chittagong, Chittagong, Bangladesh

Mohammad Shyfur Rahman Chowdhury

Assistant Professor, Department of Business Administration, International Islamic University Chittagong, Chittagong, Bangladesh

Mohammad Emdad Hossain

Associate Professor, Department of Business Administration, International Islamic University Chittagong, Chittagong, Bangladesh


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How to Cite
Chowdhury, M. S. A., Islam, M. S., Haque, M. S., Chowdhury, M. S. R., & Hossain, M. E. (2022). CUSTOMER TRUST IN E-BANKING DURING COVID-19 PANDEMIC IN BANGLADESH. Indian Journal of Finance and Banking, 10(1), 45-53.
Research Paper/Theoretical Paper/Review Paper/Short Communication Paper