Internet banking service quality and customer satisfaction: a study on NCC Bank PLC

Abstract

This internship report examines how internet banking service quality affects customer happiness at a large Bangladeshi commercial bank. The study examines the service quality factors that affect NCC Bank's internet banking customers' perceptions, expectations, and satisfaction. The financial business has changed due to internet banking, making service quality essential for client retention and competitive advantage. This research evaluates NCC Bank's internet banking services' dependability, responsiveness, security, usability, and efficiency. The investigation included primary data (NCC Bank customer surveys and interviews) and secondary data (bank reports, research papers, and industry publications). NCC Bank has made progress in internet banking, however security, transaction speed, and customer service should be improved. The survey examines consumer satisfaction and internet banking usage. The report suggests technical advances, greater security standards, and better consumer involvement to improve service quality. NCC may enhance customer happiness and maintain competitiveness by focusing on service quality factors.