E-Banking and customer satisfaction- A comprehensive study on Sonali Bank Limited

Abstract

The main objective of this report is to find out the performance of Sonali Bank Limited in electronic banking sector and the customer satisfaction based on the online services provided by the bank. I have prepared this report based on three-month internship program which I have successfully completed from Sonali Bank Limited, Mymensingh Road Branch. I started my Internship from 1st October, 2019 which is a requirement of my BBA program. Working as an intern I got the opportunity to experience how entire banking system operates, and the experience was very different from the theoretical knowledge. A thorough analysis on electronic banking system is done based on current online banking services provided by the bank and the customer satisfaction level related to those banking services. This report is prepared in a sequence with several parts. The beginning of the report contains general overview and background of Sonali Bank Limited, overview of electronic banking in Bangladesh. Later discussed the management system, and different departments, research methodologies, objectives of the report. Following that, problems found and the limitations are mentioned and the solution to those problems are discussed in the later part of the report. Current commercial banking sector is struggling with many problems and in this harsh business environment, to compete and be on top of others, Sonali Bank Limited needs to modernize its’ business processes such as develop the marketing department, design effective training programs for the employees and make faster improvements in e-banking sector. Also, strong security measures should be taken to improve online banking security for the customers and to prevent data theft.