“Customer Satisfaction of E-Banking Services: An Empirical Study of Sonali Bank PLC”.

Abstract

The report represents the outcome of my internship, which I completed in order to fulfill an MBA requirement. Based on my three-month internship at Sonali Bank PLC, I have completed this report. An analysis of "Customer Satisfaction of E-Banking Services: An Empirical Study of Sonali Bank PLC" is the goal of this study and report. This research was prepared using data from Primary sources. There are Five sections to my internship report. Examples include the following: introduction, literature review, Methodology of the study, statistical analysis and findings, recommendation, and conclusion. In the first chapter the significance of e-banking services for enhancing customer happiness and convenience is introduced. It emphasizes how important it is for Sonali Bank, one of Bangladesh's top banks, to embrace digital banking. Service quality, transaction security, usability, and transaction speed are important areas of focus since they have a big impact on customer satisfaction. The second chapter discusses important concepts like SERVQUAL and TAM while reviewing research on e-banking satisfaction. It draws attention to the ways that elements like system quality, trust, and ease of use affect consumer happiness around the world. The information is a starting point for comprehending the dynamics of client satisfaction with Sonali Banks online banking offerings. In the third chapter the research design, sample, and data collection methods are covered. Structured questionnaires were used to survey one hundred users. In order to examine the relationship between characteristics including servicequality, usability, security, and satisfaction, data analysis was conducted using statistical tools such as SPSS. According to statistical study in the fourth chapter, customer satisfaction, transaction speed, usability, and service quality are all strongly positivelycorrelated. The user base is dominated by young, male students. According to regression study, these criteria account for 74.2% of consumer satisfaction. The findings suggest that transaction efficiency and user experience could be enhanced. The results of the fifth chapter show that safe, dependable services and user-friendly platforms contribute to moderate to high levels of consumer satisfaction. Enhancing transaction speed, interface friendliness, and features specifically designed for younger people are among the recommendations. According to the study's findings, improving digital services can greatly raise client loyalty and happiness. Every statistical analysis segment and its related findings, as well as suggestions and a conclusion, have been gradually explained in the internship report.