“The Impact of Online Banking Services and Customer Satisfaction: An Emperical Study on Jamuna Bank PLC”

Abstract

The banking industry has seen tremendous change as a result of the quick expansion of internet banking services, especially in emerging nations. With an emphasis on Jamuna Bank PLC in Bangladesh, this study examines how internet banking services affect client satisfaction. Understanding client happiness is crucial for preserving competitive advantage in the financial industry as the bank deploys increasingly sophisticated digital banking systems. The study uses a mixed-methodologies approach, gathering data using both qualitative and quantitative methods. Key stakeholders within the institution were interviewed, and a sample of Jamuna Bank customers were given surveys. Customer satisfaction is positively impacted by online banking services, such as internet banking, mobile banking apps, and ATMs, according to the report. .Although a large number of consumers are happy with online banking services, the results indicate that some are still worried about security, service outages, and the online interface's lack of customization. To raise satisfaction levels, the survey advises Jamuna Bank PLC to keep spending money on enhancing the security elements of their online platforms, streamlining user interfaces, and offering superior customer assistance. By taking care of these issues, the bank can keep its competitive advantage in the market and increase client loyalty. In summary, the provision of simple, quick, and secure services by online banking has the potential to greatly boost consumer satisfaction. Jamuna Bank PLC must, however, keep an eye on technology advancements and client input in order to fully reap these advantages.