Factors Impacting Effective Management of Web based Service: A Study on the Banking Industry of Bangladesh

Surajit Sarbabidya

The advent of web technology has revolutionized the business expansion process of commercial organizations from the conventional marketplace to modern online marketspace. This has further been accelerated since 2009 with the promulgation of the ‘Digital Bangladesh Vision 2021’ of the country. Thereafter, the supportive initiatives of the Government have increased the use of web technology among the mass people and the organizations irrespective of their nature of size and operation. The banks in Bangladesh have led this momentum by providing pleasant experience to the customers of this industry with necessary information and help, convenient and interactive service, immediate complaint resolution, prompt response to their queries, etc. As a result, the web based market of the banks has become fiercely competitive. The earlier research studies found that website management factors such as webpage loading speed, navigability, transaction privacy and security, user friendly design and the likes play very significant role in the effective management of web based services. However, very few studies focused on web based banking services. So, this indicates to the research problem since there is a research gap. This is because the current study will focus on the identification of the factors which have significant influencing role on the effectiveness of web based service management of the banking industry of Bangladesh. The current study is the combination of both primary and secondary data collection and their analyses in which, the primary data have been collected from a recent one (1) month survey on January 2017 over the sample size of 110 respondents who all are the customers of banking service using random sampling method through a structured and self-administered questionnaire based extensive survey comprising of open-ended and non-forced, balanced and odd numbered non-comparative itemized questions using a 5-point Likert scale (1 = strongly disagree, 5 = strongly agree). The inferential statistical tools have been adopted to examine the role on the effectiveness of web based service management of the banking industry of Bangladesh.