E-Banking in Bangladesh: Some Policy Implications
Mohammad Mizanur Rahman
In Bangladesh, the expansion of e-banking is beset with several infrastructural, institutional, and
regulatory constraints such as inadequate availability of reliable and secure telecommunication
infrastructure, absence of a backbone network connecting the whole country, poor ICT penetration in the
banking sector, lack of skilled manpower and training facilities, absence of supportive policies,
guidelines, rules and regulations relating to e-transactions and the like. Despite the constraints, efforts by
the Bangladesh Bank in modernizing the country's payment system and commitment by the government in
building ‘Digital Bangladesh’ have brought competition among the scheduled banks to improve banking
services and rapidly adopt e-banking on a wider scale. This note provides a critical overview on
development of e-banking in Bangladesh and future prospects for better understanding the issue that
includes concept of e-banking, present status of scheduled banks in adopting e-banking services, and
prospects of e-banking in Bangladesh on the basis of current trend in developing the ICT infrastructure in
the country as well as ICT penetration in the banking sector that follows some policy suggestions for BB,
Govt. of Bangladesh and scheduled banks so that optimum benefit through e-banking may be obtained.
Keywords: E-banking, ICT penetration, technology based banking services in Bangladesh
JEL Classification: G2, G21
Despite huge demand from the business community as well as the retail customers particularly
the urban customers, electronic banking (e-banking) in Bangladesh is still at a budding state due
mainly to a number of constraints such as unavailability of a backbone network connecting the
whole country; inadequacy of reliable and secure information infrastructure especially
telecommunication infrastructure; sluggish ICT penetration in banking sector; insufficient legal
and regulatory support for adopting e-banking and so on.1 In Bangladesh, telephone connectivity
is inadequate, cost of PCs are still beyond purchasing capacity of most people, internet
connection is costly, IT literacy is yet to reach satisfactory level, banking sector lacks skilled IT
personnel, and huge investment requirement for establishing technology based banking services
are prime drawbacks. In this backdrop, with high potential of e-banking, Bangladesh Bank as
the regulator of banking and financial sector, government of Bangladesh, and the scheduled
∗ The author of this note is an Assistant Director, Policy Analysis Unit (PAU), Bangladesh Bank, Dhaka,
Bangladesh. E-mail: email@example.com. The author is indebted to Dr. Mustafa K. Mujeri, Director General,
BIDS and Ex-Chief Economist, Bangladesh Bank, for his extensive guidance and instructions. However, the views
expressed in the note are the author’s own and do not necessarily reflect those of Bangladesh Bank.
1 Telecommunication infrastructure supportive to e-banking includes connection of telephone, mobile phone,
internet, intranet, extranets, V-SAT and similar other means of communication devices that are used for transmitting
information while ICT penetration in banking sector includes use of PCs, banking software, network infrastructure
like Router, SWIFT, telephone, LAN, MAN,WAN, WWW, and so on for performing daily banking activities.
banks together need to come forward with necessary initiatives for successful introduction of e-
banking in Bangladesh.
The concept of e-banking includes all types of banking activities performed through electronic
networks. It is the most recent delivery channel of banking services which is used for both
business-to-business (B2B) and business-to-customer (B2C) transactions. However, in true
sense, e-banking includes activities like payment of bills and invoices, transfer of funds between
accounts, applying for a loan, payment of loan installments, sending funds to third parties via e-
mails or internet connections regardless of where the client is located. The definition of e-
banking varies amongst researchers partially because electronic banking refers to several types of
services through which a bank customer can request information and carry out most retail
banking services via computer, television or mobile phone (Daniel 1999; Molls 1998; Sathye
1999). On the other hand, Burr (1996) describes e-banking as an electronic connection between
the bank and customer in order to prepare, manage and control financial transactions. In brief, e-
banking is not a banking product or service; rather it explains the way transactions are
conducted. Leow, Hock Bee (1999) state that the terms PC banking, online banking, Internet
banking, telephone banking or mobile banking refers to a number of ways in which customer can
access their banks without having to be physically present at the bank branch. Therefore, e-
banking covers all these ways of banking business electronically.
Since e-banking offers some smart services benefiting both banks and customers compared with
traditional banking system, it has become imperative to make necessary room for the scheduled
banks to flourish e- banking. Among others, attractiveness of e-banking includes: it lowers
transaction cost; provide 24-hour services; ensure increased security and control over
transactions; reduces fraud risk; performs higher volume of transactions with less time; increases
number and volume of value payment through banks; allows remote transactions facilities that
replace physical presence of a customer in a bank branch and; increases transaction speed and
accuracy. On the other hand, traditional banking is time-consuming and more costly and
therefore, e-banking is replacing traditional banking all over the world. In Bangladesh, e-banking
facilities are yet to be fully developed although some technology driven products and services
have been in operation over the last few years. The existing technology driven products and
services offered by the traditional banks are ATM services, debit card and credit card,
transactions through POS terminals, inter-branch online transactions through individualized
online closed network of individual bank, limited customer services provided through internet
and membership of SWIFT allowing scheduled banks to conduct wireless transactions especially
e-transactions.2 All these technology based products and services have obviously unlocked the
way to step toward e-banking. Moreover, as a part of modernizing national payment and
settlement system, Bangladesh Automated Clearing House (BACH) that includes Bangladesh
Automated Cheque Processing System (BACPS), and Bangladesh Electronic Fund Transfer
Network (BEFTN), is being implemented under the "Remittance and Payments Partnership"
(RPP) project of the Bangladesh Bank funded by DFID-UK is expected to speed up the adoption
of e-banking as well.
2 See Rahman (2008), Innovative Technology and Bank Profitability: The Bangladesh Experience, Working Paper
Series 0803, Bangladesh Bank (www.bangladeshbank.org.bd).
In this context, it is important to recognize that the present state of technology based banking in
Bangladesh permits the banks to perform B2C transactions only whereas B2B transactions are
yet to be established. Successful implementation of e-banking will help to conduct both B2C and
2. Present Status of e-Banking
E-banking at per international standard is yet to develop in Bangladesh. At present, several
private commercial banks (PCBs) and foreign commercial banks (FCBs) offer limited services of
tele banking, internet banking, and online banking facilities working within the branches of
individual bank in a closed network environment. As a part of stepping towards e-banking, the
FCBs have played the pioneering role with adoption of modern technology in retail banking
during the early 1990s whereas the state-owned commercial banks (SCBs) and PCBs came
forward with such services in a limited scale during the late 1990s. Moreover, the banking
industry as a whole, except for the four specialized banks (SBs), rushed to offer technology
based banking services during the middle of the current decade. The existing form of e-banking
that satisfies customer demand in banking activities electronically throughout the world are PC
banking or PC home banking that include online banking, internet banking, mobile banking, and
PC banking or PC home banking: PC banking refers to use of personal computer in banking
activities while under PC home banking customers use their personal computers at home or
locations outside bank branches to access accounts for transactions by subscribing to and dialing
into the banks' Internet proprietary software system using password. PC banking or PC home
banking may be categorized into two types such as online banking and Internet banking.
Online banking: Transactions in online banking are performed within closed network for which
the customer use specialized software provided by the respective bank. International standard
online banking facilities are expanding in Bangladesh. At present, 29 scheduled banks offer any
branch banking facilities through their respective bank online network that provides facilities like
transaction through any branch under the respective bank online network; payment against pay
order or pay order encashment, demand draft encashment, opening or redemption of FDR from
any branch of the same bank; remote fund transfer, cash withdrawal, cash deposit, account
statement, clearing and balance enquiry within branches of the same bank; and L/C opening,
loan repayment facility to and from any branch of respective bank under its own online network.
Inter-bank transactions or transaction between inter bank branches are yet to expand. Under the
modernization program of the National Payment and Settlement System, Bangladesh Automated
Clearing House (which includes Bangladesh Automated Cheque Processing System and
Bangladesh Electronic Fund Transfer Network) is scheduled to come into effect from September
2009 followed by implementation of online banking at per international standard in near future.
Internet banking: Internet banking refers to the use of internet as a remote delivery channel for
banking services which permits the customer to conduct transactions from any terminal with
access to the internet. It is the WWW through which banks can reach their customers directly
with no intermediaries. Internet banking in true sense is still absent in Bangladesh. Only 7 out of
48 banks are providing some banking services via internet that include account balance enquiry,
fund transfer among accounts of the same customer, opening or modifying term deposit account,
cheque book or pay order request, exchange rate or interest rate enquiry, bills payment, account
summary, account details, account activity, standing instructions, loan repayment, loan
information, statement request, ,cheque status enquiry, stop payment cheque, refill prepaid card,
password change, L/C application, bank guarantee application, lost card (debit/credit) reporting,
pay credit card dues, view credit card statement, or check balance. The core banking activities
like fund transfer to third party, cross border transactions and so on are still uncovered by
internet banking offered by the scheduled banks in Bangladesh.
Mobile banking: Mobile banking (also known as M-banking or SMS banking) is a term used for
performing balance checks, account transactions, payments etc. via a mobile device such as a
mobile phone. Mobile banking is most often performed via SMS or the Mobile Internet but can
also use special programs called clients downloaded to the mobile device. The standard package
of activities that mobile banking covers are: mini-statements and checking of account history;
alerts on account activity or passing of set thresholds; monitoring of term deposits; access to loan
statements; access to card statements; mutual funds/equity statements; insurance policy
management; pension plan management; status on cheque, stop payment on cheque; ordering
check books; balance checking in the account; recent transactions; due date of payment
(functionality for stop, change and deleting of payments); PIN provision, change of PIN and
reminder over the internet; blocking of (lost/stolen) cards; domestic and international fund
transfers; micro-payment handling; mobile recharging; commercial payment processing; bill
payment processing; peer to peer payments; withdrawal at banking agent;3 and deposit at
banking agent. Despite huge prospects, only a few banks adopted mobile banking in Bangladesh
during the last year.
Tele banking: Tele banking refers to the services provided through phone that requires the
customers to dial a particular telephone number to have access to an account which provides
several options of services. Despite huge potential, tele banking services have not been widened
enough in daily banking activities in Bangladesh. Only four banks so far provide a few options
of tele banking services such as detail account information, balance inquiry, information about
products or services, ATM card activation, cheque book related service, bills payment, credit
card service and so on. Funds transfer between current, savings and credit card account, stock
exchange transactions etc are still inaccessible through tele banking in Bangladesh.
3. Prospects of e-Banking
E-banking is now a global phenomenon. Apart from the developed countries, the developing
countries are experiencing strong growth in e-banking. The Bank of Thailand has created an
industry payment body to involve other stakeholders, in particular from commercial banks which
take leading responsibility for the development of e-payment system and technologies. Internet
banking in Korea has increased at a rapid pace. Korea is also leading in online brokerage and
mobile banking. In Southeast Asia, internet banking is also developing rapidly in Thailand,
Malaysia, and Singapore and to a lesser extent in Philippines (Mia et. al. 2007). In Nepal, ATMs
are the most popular electronic delivery channel for banking services but only a few customers
3 Banking agent is a post office or other similar institution that make payment as per bank instruction facilitating the
remote payment system.
are using internet banking facilities. Among others, Nepal's commercial banks have adopted
credit card, tele-banking, and SMS-banking.
The government’s emphasis on building a digital Bangladesh, setting up ICT park, raising
allocation for developing ICT infrastructure, waiving taxes on computer peripherals and other
measures including the automation program of banking sector led by the Bangladesh Bank and
competition among the scheduled banks in improving customer services have accelerated the
prospects of e-banking in Bangladesh.
The Bangladesh Railway owns a high-speed optical fiber network (1,800 km) parallel to the
railway path that covers most of the important parts of Bangladesh. This optical fiber network
can be used as the backbone network of e-banking in Bangladesh. For example, mobile phone
operators such as Grameen Phone and Ranks ITT of Bangladesh use this optical fiber network
through which they reach even in rural areas with their services (Islam 2005). It is encouraging
that some of the FCBs and PCBs are already using this optical fiber network for conducting
online transactions, ATM and POS services.
In addition, Bangladesh Bank is implementing the RPP project for modernizing national
payment and settlement system. It is expected that the BACH including BACPS and BEFTN
would start functioning from September 2009 followed by the development of inter-bank online
network. The project plans to go for real time gross settlement (RTGS) by 2012. It has been
made mandatory for all head offices of the scheduled banks to be connected with Bangladesh
Bank for satisfying BACH and BEFTN. These efforts would allow the scheduled banks to be
connected to each other for conducting inter-bank online transactions in near future and this
would smoothen the introduction of e banking in Bangladesh.
Internet services came to Bangladesh with connectivity in 1996. Digital telephone exchanges
have been established in 389 upazilas and 17 growth centres. Work is underway to cover the rest
of the upazilas under digital exchange system. Meanwhile, Bangladesh has joined the
information super-highway by connecting itself with international submarine cable system in
2006. A total of 159 Internet Service Providers (ISPs) have now been connected with this system
of which 64 are actively providing services. Internet connection is slow with bandwidth range 32
kbps to 56 kbps for dial up and 64 kbps to 8 mbps for broadband. The establishment of internet
exchange is under implementation. Encryption laws to accept electronic authentication of
transactions has been enacted in 2006 and Voice over Internet Protocol (VoIP) has been
legalized. Under this scenario, as a part of government decision of building digital Bangladesh,
the existing capabilities of ICT sector is likely to increase rapidly in bringing all upazilas under
internet services and this will contribute in widening the scope of e-banking throughout the
Although all branches of FCBs and 99 percent branches of PCBs were computerized by
December 2006, the average for all bank branches was 37 percent since only 4 percent and 16
percent of SBs and SCBs respectively were computerized. Out of a total of 6,565 branches in
2006, 2,426 were computerized of which 651 branches of 22 PCBs and 7 FCBs together were
providing any-branch-banking facility under respective bank online network. During the period,
the number of ATM booths and POS terminals stood at 478 and 4,647 respectively covering
important merchant outlets in six divisional cities and some other important district towns in
Bangladesh while 43 banks became the member of SWIFT and 25 banks adopted router
connection.4 Since about 50 percent of total bank branches belong to SCBs spread throughout the
country including the rural areas, ICT penetration is crucial for this category of banks. The recent
corporatisation of the NCBs, would influence the banks in this category to be competitive
through improving their service quality incorporating the use of modern technology. Although
all these are positive developments, more attention is needed to enhance ICT capabilities of the
banking system especially the SCBs for successful implementation of e-banking all over the
Although e-banking has bright prospects, it involves some financial risks as well. The major risk
of e-banking includes operational risks (e.g. security risks, system design, implementation and
maintenance risks); customer misuse of products and services risks; legal risks (e.g. without
proper legal support, money laundering may be influenced); strategic risks; reputation risks (e.g.
in case the bank fails to provide secure and trouble free e-banking services, this will cause
reputation risk); credit risks; market risks; and liquidity risks. Therefore, identification of
relevant risks, and formulation and implementation of proper risk mitigation policies and
strategies are important for the scheduled banks while performing e-banking.
4. Conclusions and Policy Recommendations
A well functioning e-banking network is dependant on availability of a backbone network
connecting the whole country; reliable and secure information infrastructure including
telecommunication infrastructure; ICT penetration in the banking sector; skilled operational
personnel; and legal and regulatory framework. The government, Bangladesh Bank and
scheduled banks are related to these issues. Therefore, both individual and joint efforts are
needed to overcome the constraints in promoting e-banking in the country.
In respect to technology adoption, the PCBs and FCBs have attained greater success relative to
other bank categories but their coverage is concentrated mainly in urban and semi-urban areas.
The rural parts of Bangladesh still remain outside of their services. Since the SCBs and SBs have
branches throughout the country including the rural areas, penetration of technology in banking
activities of these two categories of banks are crucial to wider spread of e banking services. For
the purpose, the management of these banks might allocate a part of their yearly profit for ICT
penetration in banking activities and human resources development supported by fixed targets. In
addition, several steps may be contemplated in order to accelerate the adoption of e-banking.
Internet penetration is a key factor for the growth of e-banking. Christiansen (2001)
reports that the take off phase of Internet banking needs at least 30 percent Internet usage
among the population. Moreover, since Internet penetration alone is not adequate for
online banking expansion, the government may provide subsidy for surfing cost, organize
training facilities with private partnership, widen multiple access facilities like web,
telephone, ATM etc., and initiate motivation programs for the users and the target
population. Moreover, adequate legal framework and security are essential for flourishing
4 Source: Survey on Scheduled Banks in Bangladesh, conducted by the author in 2007.
VSAT operating license should not limit the bandwidth. Moreover, high bandwidth
charge is another constraint in widening internet access to a greater number of people.
Therefore rationalizing the charge could make the use of internet affordable to all.
New ISPs should be attracted into the business for promoting greater competition in the
The policies relating to long distance and international voice traffic need review to
remove impediments to growth of e-commerce that relates e-banking as well.
As a part of building digital Bangladesh, measures are needed to improve existing ICT
infrastructure and address relevant issues including governance and institutional
A package of required rules, acts, laws, and regulations pertinent to e-banking adoption
and development may be formulated. In this respect, lessons and experience of countries
that have already expanded e-banking can act as useful guides.
The Bangladesh Bank may consider the following steps:
Take steps to orient bank officials on benefits of e-banking. For instance, BB may offer
short courses (e.g. using the Bangladesh Bank Training Academy) on e-banking
including analysis of costs and benefit from the perspectives of customers and the banks,
present status, and opportunities and challenges.
To avoid risks involved in e-banking, risk mitigation policies and strategies need to be
adopted as a part of the package approach to implementing e-banking.
Mobile banking is a prospective area for two reasons: it covers almost all activities
involved in retail banking; and mobile phone network has already been spread all over
the country covering more than 30 million people. Because of convenience, a sizeable
share of the unbanked people can be brought under the network especially in rural areas
with flourishing mobile banking. In this context, it is important to formulate relevant acts,
policies, and adopt operative guidelines.
For the scheduled banks, it is important to:
review their business strategy and create the required space for adopting e-banking
services in order to remain competitive and attract new customers.
strengthen ICT department through providing training to IT personnel and procuring
required hardware and software.
create separate unit in each branch for rendering ICT related operational activities under
the supervision of the ICT department.
train all staff in basic ICT related matters in phases.
At present, Bangladesh is trailing behind in acquiring the required quality of banking services to
effectively compete in the global market. Therefore, the banking system needs upgradation for
which urgent measures are needed to create a level playing field for rapid expansion of e-
banking in the country. Despite the constraints, more efficient use of existing capabilities in
developing the services can pave the way to quality provision of e-banking in Bangladesh.
Table 1: ICT Penetration in Selected Countries in 2007
(per 100 inhabitants)
46.44 136.64 90.2 76.30 30.50
Source: ITU World Telecommunication/ICT Indicators Database, March 2009
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