Impact of Digital Banking on Customer Satisfaction in Sonali Bank

Abstract

This report is founded on my three months internship in Sonali Bank PLC, which I undertook as a requirement of my BBA program. This report primarily aims at examining the impact of digital banking service on customer satisfaction of Sonali Bank PLC. The research is called Impact of Digital Banking on Customer Satisfaction in Sonali Bank . In this study, I was able to use primary source data. My internship report will be divided into five parts: Introduction, Literature Review, Organizational profile ,Methodology of the Study, Statistical Analysis and Findings, Recommendations, and Conclusion. In chapter one, I have mentioned how digital banking services are important in enhancing customer satisfaction and convenience. In the modern world, online banking is highly significant and Sonali Bank, being one of the most successful banks in Bangladesh, should enhance and develop its online banking services. Some of the important aspects that this chapter dwells on include service quality, security of transactions, ease of use and speed of transactions, as they have a significant impact on customer satisfaction. The second chapter involved a review of the past research on customer satisfaction in e-banking. Such significant theories as SERVQUAL and TAM (Technology Acceptance Model) were mentioned. This chapter describes the impact of the quality of the system, trust, and ease of use on customer satisfaction in various nations. It also offers a rough concept of customer satisfaction with e-banking services of Sonali Bank. In the third chapter I discuss about the organizational profile of Sonali Bank where I have completed my 3 month internship. The fourth chapter discussed the research design, sample size, and data collection methods. Structured questionnaires were used to survey 140 customers. The data collected was analyzed with SPSS to determine the correlation between variables such as service quality, usability, security and customer satisfaction. v Department of Finance and Banking In the fifth chapter, the statistical analysis showed that service quality, transaction speed, and usability have a strong positive relationship with customer satisfaction. The researchers also discovered that the majority of the digital banking services users were young male students. The regression analysis showed that these factors explain 84.2% of customer satisfaction. The results indicate that Sonali Bank needs to enhance the efficiency of the transactions and simplify the system. The findings of the sixth chapter indicated that customers are moderately to highly satisfied with Digital banking services of Sonali Bank, particularly when the services are secure, reliable, and user-friendly. Depending on the results, certain suggestions were offered, including the enhancement of the speed of the transactions, the ease of the interface, and the addition of the features that will be more appealing to young clients. The research concludes that customer satisfaction and loyalty could be significantly enhanced by enhancing digital banking services. In general, every section of the statistical analysis, its results, recommendations, and the conclusion have been described step-by-step in this internship report.