Enhancing customer adoption of NRBC Bank’s Planet app: challenges and strategic solutions

Abstract

The given paper is devoted to the strategic evolution of the e-banking and the promotion of NRBC Bank PLC via the utilization of PLANET app and is based on the part of the threemonths internship in the Mohakhali head office of the bank, which is aimed at identifying what makes the customers willing to use the app and is already making the bank look both at the bright sides and at those not being served. The current report has three chapters that include the lengthy presentation of Traineeship Programme, overview of the NRBC Bank organization and the customer behaviour project on Planet App. The methodology will be a user survey which is based on data gathered among 200 users, and it will be presented in terms of pie charts and word clouds. Findings indicate that the rate of adoption of the Planet App is high, but there is a problem with the lack of understanding of features, and real-time connection and user support are. The assumption concerning trust, usability, and perceived value as essential determination of adoption can be substantiated based on some research published in 2020-2025. The suggestions are given to enhance the increase of the customer base who utilizes Planet App and the digital satisfaction, on behalf of the NRBC Bank.