Assessing Customer Satisfaction and Factors Influencing E-Banking Services at Private Commercial Bank: A Comprehensive Study on BRAC Bank PLC

Abstract

In conclusion, the comprehensive study on customer satisfaction and factors influencing e-banking services at BRAC Bank PLC has provided valuable insights into the evolving landscape of digital banking in Bangladesh. The findings indicate a positive trend in customer satisfaction, with acknowledgment. The diverse array of e-banking services provided by BRAC Bank PLC, ranging from online banking and mobile banking to electronic funds transfer and bill payment, demonstrates the bank's commitment to meeting the evolving needs of its customers. However, there is room for improvement, particularly in areas such as user education, technological accessibility, and continuous enhancement of security measures. By implementing the recommended strategies, BRAC Bank PLC can not only address current challenges but also position itself as a leader in providing cutting-edge e-banking services. The collaboration with fintech partners, customization of services, and a strong focus on customer feedback will contribute to the bank's sustained growth in the dynamic digital banking landscape. In conclusion, this study serves as a foundation for ongoing research and development efforts, aiming to further elevate BRAC Bank PLC's e-banking services and contribute to the broader discourse on the future of digital banking in Bangladesh.