Assessing the impact of digital banking adoption on customer satisfaction at Mutual Trust Bank Limited

Abstract

The internship report reflects the ease experienced by customers due to digital banking adoption has been assessed at Mutual Trust Bank Ltd. (MTB), in the following sections. Its objectives include measuring the extent of customer satisfaction, establishing specific factors that have direct influence on satisfaction, exploring the area of customer profile, and analyzing overall effects of digital banking on the offerings of MTB. The conclusions are derived from survey questionnaires completed by 196 individuals and interviews of officials from MTB. Studies show that digital banking services are embedded in customer’s interactions with the firms, 58.7% of the customers using the services daily and 55.6% of customers are highly satisfied with the services. Control of complexities results in perceptions of satisfaction; influenced by the dealing convenience, the open 24/7 availability of the sites, and high levels of secured. However, some drawbacks, for instance, low navigability, some technical problems, and shortage of the necessary customer service were mentioned. Digital banking has disrupted the style of banking services; increased focus has been noted on online transactions, and lesser visits to the banking halls. Suggestions include increasing the apps’ ease, increasing the level of security and providing appropriate services that will be useful in solving the needs of customers. This research calls for the need to effectively employ technology to foster competitiveness and keep operations personal and more customer focused in banking.