Customer Satisfaction towards Online Banking: A Case Study on Bank Asia PLC Banani Branch.

Abstract

Bank Asia started their journey in the concept of reduce the poverty of Bangladesh. After 10 years later the bank keeps their promise and serving the customer to a great extent. The report indicates the customer attitude towards the online banking service of Bank Asia. I have chosen the topic because internet service is growing day by day. Almost every organizations are adapting online service for smoothing and improving their service. Bank Asia is also following the path to become better and bigger. There is a context in my report where every point is covered properly. The report explained a brief overview of the organization, function of the business of the organization. The first chapter of this report contains the limitation, rationale of the study, research questions, objective of the study is covered. In my report the second point is to do the literature review on online banking service. There is various journal, books are published to explain the online banking service. I took the information from that and complete the part. The chapter 3 included the methodology of the report. That indicates from which source I had collected data. There are two sources from where the data had been collected. One is secondary data one is primary data. In chapter 4, to get the actual scenario of their service there was a survey conducted where the sample size was 70. The targeted audience was the customers of Bank Asia who had visited the bank. From their response I was able to find out the ultimate’s satisfaction of customers towards the online banking service. There were some graphical pictures were attached to indicate their response on questions. In chapter 5, the there was a finding put on the report. Where we can examine that, are the customers have positive attitude towards the online banking service or not. In chapter 6, there was a recommendation are added to improve the internet Banking service and what further steps should be done by the bank. In chapter 7 the whole summary of the report has been given. In chapter 9 and 10 reference and appendix are attached.