General Banking Practices at Mutual Trust Bank Limited

Abstract

Focusing on demographics, service utilization, customer satisfaction, operational issues, and digital banking adoption, this study examines broad banking practices via a survey of 19 respondents. The results show a mostly young (42.2% aged 26–27) and male (63.2%) clientele with 63.2% of them having bank accounts; Southeast Bank being the most chosen. Particularly mobile and internet banking, digital services are extensively used (63.2%). 89.5% of daily transactions depend on them and 73.7% of visits to physical branches are avoided as a result. With 84.2% of customers satisfied with staff responsiveness and service quality, customer satisfaction is clearly rather high. Still, listed as main problems are operational inefficiencies including long waiting times (73.7%), system breakdowns (47.4%), and procedural complexity (36.8%). Notwithstanding these difficulties, digital banking security is seen as good; 94.8% of users feel safe and 68.4% have faith in the data security features of banks. The study emphasizes the increasing relevance of digital banking in consumer interaction and points up areas needing operational development to guarantee