General banking and digitalization through the lenses of customer

Abstract

"The report investigates the impact of general banking also digital banking of Dhaka Bank limited. This report provides insights into the customer preferences and needs of Dhaka Bank Limited (DBL). The majority of DBL customers are male, aged 20 to mid-30s, living in Banani, and prefer DBL for deposit and withdraw services. Customers are satisfied with employee behavior but unhappy with interest rates. They highly value DBL's online transaction and app offerings, but some report difficulty navigating the digital platform. Overall, customers recommend DBL for easy customer service and good banking policies but suggest improvements such as faster loan processing and technological advancements. The bank's success is attributed to customer satisfaction and several technological advancements. The work environment is supportive of women, and there is no discrimination. Based on the findings, the report recommends increasing ATM, increase customer service for their satisfaction. The bank can use this information to improve customer satisfaction further and meet customer preferences, especially in empathy and responsiveness dimensions."