Internship Report On Trust Bank Limited

Customer perception about Online Banking
1. Executive Summary:
The report represents the 3 months working experiences in Trust Bank Limited. I was assigned to
the kafrul branch in Dhaka cantonment. This report will present a study of the customer
perception about online banking of Trust bank limited. The focal point of the study is to analyze
how independent variables such as Reliability, Responsiveness, Empathy, Security, Flexibility,
and Convenience are related to dependent variable which is overall customer perception.
This report divided into different topics. In the beginning the report discusses the different
activities and the overall banking which TBL does. It also talks about the future strategies that
the bank is going to take. This is the organizational part of my project.
Then move on the main portion of my project which is the project part. Here I have used the
SPSS software to find the relation between dependent variable and independent variables. In the
analysis I have tried to find out what customers thing actually and how they persuade themselves
about online banking as a medium of modern banking. I have used a set of questionnaire and
collect a data of 100 samples. Then I have used the mean and the descriptive statistics to do my
analysis. Then for the validity of my analysis I have run one sample t-test and finally the
regression to end up my analysis. After analyzing that data set I have found out that customers
are quite dissatisfied about TBL online banking service. Customers have confusion regarding
effectiveness, expertise, expediency, defense, charge, and so on. Therefore very few are satisfied
rather than strongly satisfied about online service of TBL. They also have complained about their
general banking, so it is obvious that customers will be dissatisfied about online banking of TBL.
At the end customers suggest some recommendation to develop their banking system for both
general and online banking and if TBL can do that then definitely in the near future TBL
becomes a top rated wealthy bank in the banking sector.
~1~
2. Introduction:
Bangladesh is one of the developing countries in the world. The economy of the country has a lot
left to be desired and there are lots of scopes for massive improvement. In an economy like this,
banking sector can play a vital role to improve the overall social – economic condition of the
country. The banks by playing the role of an intermediary can mobilize the excess fund of
surplus sectors to provide necessary finance, to those sectors, which are needed to promote for
the sound development of the country. The motives of banks are profit-earning. The word ‘Bank’
refers to the financial institution that deals with money transaction. Banks collect deposits at the
lowest possible cost and provide loans and advances at highest cost. The spread between the two
is the profit for the bank. Commercial banks are primary contributors to the national
development of the country. The revenue earning sources of banks are mainly loans and
advances. The credit facility can be of two types: funded and non-funded. Funded credit can be
expensive for the banks, as the bank has to pay interests. Non-funded credit includes Letter of
Credit, Foreign Guarantee, Bank Guarantee, Remittance etc.; these are the main source of
income for the foreign exchange business. If a bank can increase its import and export
transactions, its profit will obviously reach a higher level, as the costs are negligible. Trust Bank
Limited deals with money transaction as well as it deals with the customers. This report
represents what customers think about online banking of Trust bank limited
My research aims to find out what are the thoughts of customers in general about online banking
which is a new way of doing banking. My research also includes how often the customers do
online transaction. Beside this I want to show what type of changes or modification they are
looking for and their experience regarding online service.
~2~
3. Objective of the report:

In this report, I tried to furnish all sorts of practical dealings that are conducted in case of
handling various types of activities in customer service, the theoretical aspects, that is what
should be the procedures and requirements maintained from first to last, and actual practices as
well as the ultimate gain for the bank in conducting financial activities which is deal with the
customer and the customer services are mainly discussed. So the purpose and objective of this
report can be summarized as follows:
Broad objective:
The primary objective of preparing this report is to know what customers thing actually and how
they persuade themselves about online banking as a medium of modern banking.
Specific objective:
a) To have practical exposures in different banking activities through online.
b) To develop knowledge and a clear understanding about the different online services
of Trust Bank Limited
c) To evaluate the customer service of the TBL and analyze the employee behavior to
retain the clients
d) To identify and focus the problems of customer service of TBL and to discuss the
online services offered by Trust Bank Limited
e) At least to relate academic knowledge with practical experience in several functions
of TBL
f) To know about the management style and organization structure of TBL
g) To suggest necessary measures for the development of online banking of the bank.
~3~
4. Significance of the Study:

The significance of the report is multi-dimensional. This kind of research is pretty much
applicable for all. Firstly, I would be benefited by gaining a firsthand experience into the
corporate world and learning how to measure something so abstract like quality. Also engaging
in conversation with the corporate people as well as the customers will definitely improvise on
my interaction capability that is of so much importance to any business graduate. Daily scrutiny
of the host organization will also help to understand the cultural attributes and the reasons behind
how they became so successful.
My research will also help my host company as they can take my findings into account and
assume their current standing. All in all, anyone in the society who is interested in this arena
should find my research interesting and something to learn from as I would try my level best to
make it a qualitative work.
~4~
5. Expected Findings or Hypothesis:

As major portion of my research is about customer perception, therefore, measuring the
effectiveness is the key to get the job done. Researchers and managers of service firms concur
that service quality involves a comparison of expectations with performance. Hence, my
hypothesis is:
H01: Brand image highly effect online banking.
H02: Education has association with online banking.
H03: Customer perception about online banking/ regular banking is not the same.
H04: Security is correlated with online banking
I also go through some other hypothesis which is somewhat related to my research and help me
to find out my expected results. Therefore I test those hypotheses in Chi-square, correlation,
mean test, and regression and so on.
~5~
6. Methodology
The report will be based on both primary and secondary data.
Primary Data:
It is obvious that the research will require a lot of primary data. For the organization part of the
report, a lot of secondary resources will also be used. This will provide a theoretical basis of the
report. Such data will be collected mainly from the bank as well as the Internet. Interviews will
be conducted on the managers of the bank for insights and clarification. The clients of the bank
will also be interviewed as they are one of the primary data sources. A survey will be conducted
on the target group to find out about problems directly related to the research. I plan to supply
them questionnaire to be filled out as well as read them out whenever needed and explain if any
clarification is required.
Secondary Data:
As for secondary resources, I would use relevant journals and various publications of TBL. Also,
I would like to collect data from the NSU library, newspaper and the Internet. Also, some of the
published statistics by the Bangladesh Bank and the Trust Bank Limited would be used.
Variables:
Dependent variables: Customers perception
Independent Variables: Online Banking (Reliability, Responsiveness, Empathy, Security,
Flexibility, Convenience)
~6~
Sample Design:
Since the research is done to figure out the satisfaction level of the customers, therefore, I am
targeting them to do the survey on.
 Age : 18 and above
 Sex : Both male and female clients of the bank
 Non–Probability Sampling: I plan to go for Convenience Sampling. As I would be
interviewing and conducting my survey on anyone who is a TBL customer, thus my
technique falls under the convenience sampling category.
 Sample Size: 100 respondents (both from visiting bank customers and from outside
whoever is a TBL service user).
Data analysis & presentation techniques:
In order to analyze gathered data, I plan to use statistical software like SPSS, E-views that will
run z-test, t-test, regressions and such. The data will be presented in graphs for better
understanding and clarity.
~7~
7. Company Profile:
The idea of setting up a Bank by Bangladesh Army was first conceived in 1987 and on
November 29, 1999 the first branch of Trust Bank Limited came into operation.
Trust Bank Limited is a scheduled commercial Bank established under the Bank Companies Act,
1991, which obtained license from Bangladesh Bank on July 15, 1999 and incorporated as a
Public Limited Company under the Companies Act, 1994 in Bangladesh on June 17, 1999. The
Bank was formally inaugurated and listed as a scheduled Bank on November 1999.
Trust Bank Limited is one of the leading private commercial bank having a spread network of 29
branches across Bangladesh and plans to open few more branches to cover the important
commercial areas in Dhaka, Chittagong, Sylhet and other areas in 2008. The bank, sponsored by
the Army Welfare Trust (AWT), is first of its kind in the country. With a wide range of modern
corporate and consumer financial products Trust Bank has been operating in Bangladesh since
1999 and has achieved public confidence as a sound and stable bank.
In 2001, the bank introduced automated branch banking system to increase efficiency and
improve customer service. In the year 2005, the bank moved one step further and introduced
ATM services for its customers.
Since Bank’s business volume increased over the years and the demands of the customers
enlarged in manifold, its technology has been upgraded to manage the growth of the Bank and
meet the demands of its customers.
In January 2007, Trust Bank successfully launched Online Banking Services which facilitate
Any Branch Banking, ATM Banking, Phone Banking, SMS Banking, & Internet Banking to all
~8~
customers. Customers can now deposit or withdraw money from any Branch of Trust Bank
nationwide without needing to open multiple accounts in multiple Branches.
Via Online Services and Visa Electron (Debit Card), ATMs now allow customers to retrieve
24x7 hours Account information such as account balance checkup through mini-statements and
cash withdrawals.
Trust Bank is about to introduce Visa Credit Cards to serve it’s existing and potential valued
customers. Credits cards can now be used at shops & restaurants all around Bangladesh and
even internationally.
Trust Bank is a customer oriented financial institution. It remains dedicated to meet up with the
ever-growing expectations of the customer because at Trust Bank, customer is always at the
center.
The bank has plans to invest extensively in the country’s industrial and agricultural sectors in the
coming days. The bank has participated in syndicated loan agreement with other banks. Such
participation would continue in the further for greater interest of the overall economy. The bank
is keen to constantly improve its services to the clients and launching new & innovative products
to provide better services towards fulfillment of growing demands of its customers.
~9~
8. Name and Location:
Registered Name: Trust Bank Limited (TBL)
Registered Head Office: People’s Insurance Bhaban (2nd, 15th &

16th Floor) 36/1, Dilkusha C/A, Dhaka-1000
Phone: 9566764, 9566418, Telex: 880-2-9556988
Web: www.trustbank.com.bd
Date of Incorporation: June 02,1999
Banking License received on: 15th July, 1999
Certificate of incorporation received on :17th June, 1999
Certificate of Commencement of business received on: 17th June, 1999
First branch licenses on: 9th August, 1999
Formal inauguration on: 29th November, 1999
Sponsor Shareholders: Army Welfare Trust
Number of Branches: 69
Inauguration of First Branch: August 03, 1999
Auditor: M/S Pinki & Co.
Room No: 82-83 (3rd Floor)
Aziz Super Market Shahabag, Dhaka.
Authorized Capital: Taka 5000 million (as of 2011)
Paid up Capital: Taka 2661.13 million ( as of 2011)
~ 10 ~
9. Board of Directors
Composition of the Board of TBL consists of Ex-officio Directors of in-service senior Army
personnel, with the Chief of Army Staff as its Chairman and the Adjutant General as its Vice-
Chairman.
Chairman Vice Chairman
Maj Gen Md. Matiur Rahman,

Gen Moeen U Ahmed, psc
ndu, psc
Chief of Army Staff, Bangladesh
Adjutant General, Bangladesh
Army
Army
Directors
Brig Gen Md Zillur Rahman, ndc, psc
MCPS, MSC Brig Gen Md Aminul Hasan, ndc,
Brig Gen Mahbubul Karim psc
Brig Gen Md Rafiqul Islam, ndc, Managing Director

psc Mr. Iqbal U Ahmed
Brig Gen Md Shawkat Hossain,
psc Company Secretary

Brig Gen Mohd Mahbubul Hasan, Mr. Farhad Uddin
~ 11 ~
(N. B. information about Board of Directors is based on 2011 Annual Report.)
10. Vision, Mission & Values:
Vision:
Build a long-term sustainable financial institution through financial inclusion
and deliver
optimum value to all stakeholders with the highest level of compliance.
Mission:
Long Term Sustainable Growth - diversified business with robust risk
management
Financial Inclusion - bring unbanked population into banking network
through low cost technology-based service delivery
Accountable to All Stakeholders - customers, shareholders, employees &
regulators
Highest level of compliance and transparency at all levels of operation
Value:
􀁜 Fair
􀁜 Dependable
~ 12 ~
􀁜 Reliable
􀁜 Professional
􀁜 Dynamic
􀁜 Trustworthy
11. Objective of TBL:
As a member of the money market, TBL plays a pivotal role in accelerating
economic development of the country. Trust Bank Ltd. has been established
in order to achieve some certain objectives. Those objectives are as follows:
 Providing services by diversifications to the doorstep of people in the
economic sector.
 Ensuring maximum utilization of professional manpower by developing
skill and creativeness.
 Offering maximum service to the clients and shareholders of the Bank, as
per rules.
 Creating savings attitude among various classes of people. Increasing
investment for keeping the market economy operative.
 Assessment of customers need and provide short-term and long- term
finance on the basis of real need.
 Earning confidence of all concerned by easing foreign trade and
international transactions.
~ 13 ~
 Proper maintenance of bank’s resources through appropriate investment
and active participation in various welfare programmers of the country.
 Involve customers with modern banking through proper uses of modern
information technology.
 Provide best services to customers through establishing firm discipline in
bank management and long-term relations.
 Achievement of economic growth through various socioeconomic
activities.
 Building image of the bank at home and abroad. Upgrading socio-
economic aspects of Bangladesh by financing agro-based project.
12. Strategies of the Company:

When any business is started, at first it is necessary to set up its vision and
mission in order to reach the goal. It is important to build-up strategy and
follows the policies. If it can select the appropriate strategy and choose the
right policy, it will be very easy to touch its desired position. The
distinguishing attribute of policy is to set up the overall boundaries for
activities. According to this system, when the bank was started it has to
decide what kinds of business it is going to be performed. The Bank also has
to decide on its growth goal and its desired profit. The purpose of strategies
is to determine and communicate through a system. Major objective of the
business is to reach the goal, to reach the desire position from the current
~ 14 ~
status. There might be a number of ways to reach there and it has to decide
which way would be easier to reach to the objective. So the authority has to
decide which way they will select to proceed.
The set-vice rule of TBL states the recruitment policy of the bank. In,
general the board of directors determines the recruitment policy of the bank
from time to time. The minimum entry level qualification for any official
position other than supportive management is a Bachelor’s degree. However,
informally the management prefers a minimum master’s degree for the
appointed of probationary officers in the Executive Officer position. The
recruitment for entry level positions begins with a formal written test which
is conducted and supervised by the HR department of Trust Bank limited.
After successful completion of the written test, a personal interview is
conducted for the successful candidates by a panel of experts comprising of
renowned bureaucrats and prominent bankers of the country.
13. Organization Structure:
The Sponsors of the Bank are leading business personalities and
industrialists. The chairman of the Board of Directors, Gen Moeen U
Ahmed, psc is a Chief of Army Staff, Bangladesh Army and a social worker.
Mr. Farhad Uddin, the Company Secretary of the Bank is a reputed senior
~ 15 ~
Chartered Accountant having thirty years vast experience in A/Cs, Audit,
Finance and Banking at home and abroad.
Mr. Iqbal U Ahmed, the Managing Director of the Bank, is widely trained at
home and abroad, having three decades of long experience in banking
profession within and outside the country.
In the legislative body the chairman is the head of the Board of Directors.
There is a Managing
Director who is also the President or CEO mainly controls and supervises the
major divisions of the Bank. One Deputy Managing Director reports to him.
Two Executive Vice President reports to him. Executive Vice Presidents
controls the credit, loan administration, international, financial control,
accounts, marketing and human resource Division.
The organizational structure of Trust Bank Ltd. is quite horizontal where
each person reports to only one person, which refers to a very good working
environment. For example, each Officer reports to the AVP or VP or SVP,
AVP or VP or SVP reports to EVP,
EVP reports to SEVP, SEVP reports to DMD and DMD reports to MD.
~ 16 ~
14. Organizational Hierarchy of Trust Bank

Limited:
Managing Director (MD)
Deputy Managing Director (DMD)
Executive Vice-President (EVP)
Senior Vice-President (SVP)
Vice-President (VP)
Senior Assistant Vice-President (SAVP)
Assistant Vice-President (AVP)
Senior Executive Officer (SEO)
Executive Officer (EO)
Principal Officer (PO)
Senior Officer (SO)
Officer
Junior Officer (JO)
~ 17 ~
15. Products & Services:
Trust Bank Limited has been established with the objective of providing
efficient and innovative banking services to the people of all sections of the
society. Towards this end TBL offers full range of normal banking service
that include deposit banking, loans and advances, export import, inward
worker remittances etc.
a) Deposit Schemes Includes:
i. Trust Smart Saver Scheme (TSS)
ii. Trust Double Scheme (TMDS)
iii. Trust Money Making Scheme (TMMS)
iv. Trust Edu-care Scheme (TES)
v. Monthly Benefit Deposit Scheme (MBDS)
vi. Lakho Pati Saving Scheme (LSS)
vii. Interest First Fixed Deposit Scheme (IFFDS)
b) Retail Loan Products Includes (General):
i. Car Loan
ii. Doctors Loan
iii. Education Loan
iv. Travel Loan
~ 18 ~
v. Hospitalization Loan
vi. Any Purpose Loan
vii. Apon Nibash Loan
viii. CNG Conversion Loan
ix. Marriage Loan
x. Advance Against Salary Loan
c) Retail Loan Products Includes (Defense)
i. HBL (Regd. Mortgage & Commutation Benefits)
ii. OD (Against Salary)
iii. RRDH (Micro Credit)
iv. Above General Loans
d) International Trade Related Services:
i. Private Foreign Currency Account
ii. Non-Resident And Resident Foreign Currency Deposit Account
iii. Travelers’ Endorsement (Case And Travelers Cheque)
iv. Remittance Of Foreign Currency
v. Import And Export Transaction
vi. Foreign Exchange Dealings
vii. Purchase Of Foreign Currency Drafts
viii. Cheques And Travelers Cheques
ix. Wage Earner’s Development Bond.
e) Other Services Of TBL Includes:
~ 19 ~
i. Trust Locker Service
ii. Trust Tele Banking
The bank is committed to ensure customized, qualitative and hassle free
services in its banking operations along with the focus to broaden the
clientele base.
e) Card Services (Debit, Credit & ATM):
Trust Bank holds the principle member License from VISA International to
issue & acquire the world’s most widely used Credit Card. It also offers
Debit Cards and ATM Cards. For the account holders, TBL offering ATM
Cards without any costs.
f) Services:
i. TBL operating Online Banking, which ensures reliable any branch
banking for customer through Real Time Data Processes sing
system.
ii. SWIFT facility ensures effective communication between our bank
& other local/ foreign banks. Especially for the Foreign Exchange
Departments.
g) Passport Service:
Passport section has been opened at 4 branches of Trust Bank Limited where
customers can apply for passport. The passport will be issued on normal,
urgent and most urgent according to the requirement of the applicant on
~ 20 ~
payment of necessary fees. The 4 branches where passport can be applied are
namely:
 Gulshan Corporate Branch
 Uttara Corporate Branch
 Dhanmondi Branch
 Dilkusha Corporate Branch
16. Departments and Functions:
Trust Bank Limited starts its actual operation on 29 th November, 1999.
Presently, the operation is being happening with the 09 departments. At the
beginning the banks started with 04 departments. Different departments and
their functions are presenting bellow-
Cash Department
Cash department is most vital part of TBL like other banks. The department
is responsible for taking care, controlling the transaction of cash money and
loading the cash in ATM. It also controls, follow up and maintenance the
ATM booths. The function of cash department is strongly considered by
other departments. The department interacts with the customers directly for
receiving and withdrawing the cash. The department also collects share
application form, pay cash payment. As accumulation of fund and withdraw
facilities for customers are the main function of commercial banks, for this
reason the department is considered with significance. Finance control and
~ 21 ~
accounts department (FCAD) is always responsive to requirements of cash
department.
Credit Department
The department is performing function of giving loan to the other personnel,
sole proprietorship business and large capitalize organizations. The
department considers the collateral in providing loan and after the specific
time duration it has to back loaned amount with interest from the customers.
The marketing functions are operating with the credit section. As marketing,
the department introducing with new loan products, maintain the
communication and inventing new types of loans. It also monitors or follows
up the provided loan.
Foreign Exchange Department
Foreign Exchange Department is known as busiest department in corporate
branches. The department is responsible for providing or helping the
customers in foreign trade such as conversion of currency, providing L/C
facilities, opening accounts for making transacting for international trade etc.
its basically provide foreign correspondent relationship facilities foreign
trade operation of the bank, mainly in respect of export, import and foreign
remittance. The department is asked the following documents for Export-
Import transactions
 Transport Documents
~ 22 ~
 Insurance Documents
 Commercial Invoice
 Other Documents
The foreign exchange department of Trust Bank Limited follows Local
regulations, Foreign Exchange Regulation Act, Guidelines for Foreign
Exchange Transaction, F.E. Circular, Export-Import Policy, Public Notice,
and Instructions from different ministry, International Regulations and rules
and regulations provided by WTO.
Finance Control and Accounts Department (FCAD)
Finance Control and Accounts Department (FCAD) has not interaction with
the customers directly. It does not relate with the customer service. The
department is responsible for giving the logistics support to other
departments. The other main responsibilities of the department are preparing
statement of affairs and observation, voucher management, cost
management; follow up the employee related issues, preparing asset liability
position, circular, posting, transfer etc.
Remittance Department
Remittance is another significant part of the online banking. The bank
provides services and various types of bills through the remittance within the
country. Clearing activities are performing in the remittance department. The
payments and collection with other banks are done as clearing activities.
Obviously, the bank charges commission on the basics of bills account. At
~ 23 ~
present, the department follows up the fixed deposit schemes as well. Types
of remittance are as follow:
 Pay Order:
A Pay-Order is issued only within the members of Bangladesh Bank clearing
house. It can be issued in favor of a customer holding account by debiting
his/her account and crediting bills payable account. In case of non-customer,
cash equivalent of payment plus pay order charges is received in cash and
held in daily expanses account until the payment is made through clearing.
 Pay Slip:
Pay Slip is issued when bank created expanses for his own purpose. TBL
does not use payment for the lack of security. When the bank gives pay slip,
it collects money receipt. Generally TBL uses pay slip for large amount of
expenses such as Security bill, Water bill, Office rent, Courier bill,
Newspaper bill etc
 Demand Draft (DD)
Demand Draft is as same as Pay Order, but it can be drawn on other branches
of The Trust Bank and Bangladesh Bank. A DD is drawn on the bank’s other
branches when payment has to be made outside of Dhaka. The bank has to
have a branch over there and prayer should have an account with the bank
 Telegraph Transfer (TT):
TT is one of the quickest methods for remittance. All incoming telexes are
kept in the telex room and test agreed. One copy of telex is kept in the file
~ 24 ~
and other is worked on. Payments of incoming TT’s are made either issuing
DD or Po depending upon the requirement of the customer.
Account Opening and Locker Department
Account opening and locker department is played important role during the
starting a new branch. When TBL starts operation of a new branch, accounts
opening department attracts the customer and pursues them to open an
account. Account’s opening is direct contract point with the customer. The
locker service is added later by considering the need of customers. Locker is
available in some important branches such as principle branch, Kafrul
branch, Uttra corporate branch etc. There are three types of locker size are
available. These are
 Large (15000 TK deposit must be maintained).
 Medium (20000 TK deposit must be
maintained).
 Small (30000 TK deposit must be maintained).
Customer can use the locker at any time with in the working hour. There are
no annual or monthly charges for the locker service. Customer would
withdraw his security money while he/she stop the locker service. Mainly the
department is responsible for providing information of different types of
accounts, informing about the requirements in opening accounts, collecting
check book, providing accounts statements, rented locker space etc.
~ 25 ~
Card Department:
This is one of the most expected departments of Trust Bank limited. This
department is associate with online banking. Card department is wholly
responsible to issue debit and credit card and delivery to the customers.
Along with card they also provide MICR cheque book through which
customers can withdraw money from any branch of trust bank. Through card
customers can withdraw money from any ATM booth, do online shopping,
pay bills and so on. To process a card IT department usually take not more
than 2 days to made the card after demand has been given to a respective
branch.
Passport Department
The bilateral agreement of pilot project passport processing service was
signed between TBL and Department of immigration on October 07, 2007
which ensured six month long pilot project started with 04 Dhaka based
branches. On April 06, 2008/ further an agreement was signed and
accordingly, passport processing service was extended for other 01 (one)
years with additional 13 branches. Passport Department helps customers to
manage new passport book. The responsibility of the Department is doing all
activities on behalf of customers for managing passport book in exchange of
fees. It delivers the rules and requirements for managing and renewing
~ 26 ~
passport book. Even though the service is not profit able, Trust Bank Limited
is continue the service for capturing the customers and competes with others.
17. Industry Analysis:
It is extremely crucial to analyze competitive forces in the industry
environment to identify opportunities and threats. Michael E. Porter’s well-
known framework, known as the five forces model helps with this sort of
analysis. The model focuses on five forces that shape competition within an
industry. The stronger the five forces, the more limited is the ability of
established companies to raise prices and earn greater profits. Therefore, we
can conclude that a strong competitive force can be considered as a threat
because it depresses profit, whereas, a weak competitive force can be viewed
as an opportunity as it facilitates the companies to earn higher profits. The
situation of the industry changes overtime. The influence of the five forces in
the banking industry has been discussed below:
18. Porters Five Forces:
Threat of Potential Entrants
~ 27 ~
Potential competitors are companies that are not currently competing in an
industry but have the capability to get into the industry. The banking sector
of Bangladesh seriously faces the threat of new entrants. However the threat
comes from two directions. The first threat comes with the arrival of the
multinational banks and their branch expansion particularly due to the
booming energy sector. Secondly, the continuous entries of local banks with
lower cost structure also possess a severe threat to this industry.
In the context of TBL the various new & upcoming banks pose a significant
threat, being late entrants in the banking sector of Bangladesh. But TBL is
aware of these potential competitors. So it is trying to expand countrywide to
make the sector unattractive & to create entry barrier. Government policies
for banking industry are not so strong in this country. We don't have strong
rules and regulation from Bangladesh Bank for regulating the private
banking sectors. If government doesn't regulate the banking sector strongly
than lots of new banks will come and will make the competition more
intense.
Rivalry among Established Companies
In the banking sector, the market size is measured in terms of total deposits
and total advances. Banking industry in Bangladesh is highly fragmented
with categories like: Nationalized Commercial Banks (NCBs), Development
Financial Institutions (DFI) or Specialized Banks (SBs), Private Commercial
Banks (PCBs) and Foreign Commercial Banks (FCBs). The banking sector is
~ 28 ~
at the growth phase as different types of businesses are mushrooming all
over the places in Bangladesh, the need for banks has emerged, resulting in
lots of banks operating in the market making the present situation quite
intense. There are more than 50 commercial banks in the market, which are
constantly fighting for the share in the market. Among the international
banks, Standard Chartered Bank has the largest network in the metropolitans
of Bangladesh, operating quite aggressively thus possessing a severe threat
among the banks in the banking sector of Bangladesh.
Threat of Substitutes
There are substitute financial institutions that do many of the activities and
transactions of a bank in the leasing field but these financial and leasing
institutions are too small in size. These institutions can shrink the profit
margin of commercial banks. Industrial Leasing and Development Company
Ltd. (IDLC), Industrial Promotion and Development Corporation (IPDC),
United Leasing Company are the key players. They provide industrial
leasing to many companies in the country. Vanik Bangladesh Ltd., a
merchant bank, provides investment counseling and credit services among its
other financial activities. But some of the operations of the banks like
exporting/importing have no substitutes. In banking industry substitute
products are very easy to find. We need to consider all types of substitute
products for the banks. Different private and nationalized banks are offering
similar products, which are close substitutes. On the other hand some non-
~ 29 ~
bank banks like insurance companies and leasing companies are also
competing indirectly with the commercial banks product.
All the products of the commercial banks perform the similar functions.
Taking the money from the depositor and sanctioning loan to investors are
the main functions. They all do it in a same manner. TBL is not different
from them. Since functional similarity is high in banking industry so
competition is also high because customer can switch at any time they want.
Product offered in banking industry is very identical. All the banks offer
virtually the same products with same characteristics. Only few large
multinational banks of our country are offering some differentiated products
but the ratio is very low. TBL offers products that are highly identical with
other banks products. So, we can say that product identity is high in banking
industry which means competition is also high. Moreover the various
consumer credit schemes offered by various local banks with lower interest
rates and cost also poses a strong threat on the TBL personal banking
products. Again the lower service charges at national banks also discourage a
wide group of customers to hold account in TBL. So these are some of the
threats posed by substitute products in the market place.
Bargaining Power of Buyers
Bargaining power of the buyer can be viewed as a competitive threat when
they are in a position to demand lower prices from the company or when
~ 30 ~
they are in a position to demand better service that can increase operating
costs. On the other hand, when buyers are weak, a company can raise its
prices and earn greater profits. For the banking industry buyer means
customers who take loan from the banks.
Switching cost is very low in banking industry. Every bank is giving the
similar types of loan at similar interest rate. So, an individual who wants to
take loan from banks can switch easily to other banks if he or she doesn't like
the terms and conditions. Customers of TBL are switching to other banks
because of low interest rate and lots of other reasons. Lower switching cost
makes the industry more competitive.
In banking industry, there is always a chance for threat of backward
integrations. Big multinational companies or corporations can give threats to
the commercial banks that they will arrange their funds by forming other
banks where the cost of fund is low compare to other banks.
For this reason, giant customers of this industry always possess more power
than their banks.
Creditors are considered to be the buyers of the banks. There are thousands
of creditors from all walks of life. Mainly businessmen are the major buyer
of bank’s credit. Big amount creditors have strong powers in determining
interest rate of their credit amounts. Banks distinguish their prime customers
from others by setting a prime interest rate for them.
Bargaining Power of Suppliers
~ 31 ~
Bargaining power of suppliers can be viewed as a threat when they are able
to force up the price that a company must pay for its inputs or reduce the
quality of the inputs they supply, thereby depressing the company's
profitability. On the other hand, if suppliers are weak, this gives the company
the opportunity to force down prices and demand higher input quality. For
the bank the main supplier of fund is depositor. Bank also gets its funds from
the directors.
TBL has one of the largest capitals among all other private banks. The bank
doesn't want more
money right this moment because there is a very few good opportunities for
investment. So, it is offering lower interest rates on depositors for their
funds. Bargaining power of the fund suppliers is low in banking industry
because there are lots of individual savings in the economy but banks don't
have opportunities for investment.
Sometimes suppliers of funds can give threat to the bank as well.
Corporations or big multinational companies can give threat to the private
bank that they will form another bank for depositing their money. They will
not supply any fund to other banks. We all know that bank makes money by
investing other money. So, this can be lead to a higher competition in
procurement of fund.
Depositors are considered to be the suppliers of the banks. There are
thousands of depositors from all walks of life. There are businessmen,
service holders, farmers, students and people from virtually any other
~ 32 ~
profession who are depositors of the banks. Big amount depositors have
strong powers in determining interest rate of their deposits.
19. SWOT Analysis:
Strengths
 Chief Executive Officer (CEO) or the top management of the Trust
Bank Ltd. has contributed for the growth and development of the Bank is a
key strength.
 It has skilled manpower that able to provide quality services.
 Positive professional relationships between bank and clients, which is an
emotional tie in regular business.
 The Bank is always trying to add new and modern equipment and
facilities to start faster banking service.
 Employees are sharing good atmosphere in TBL so that it gave them
reason to work efficiently and to become dedicated in banking.
 TBL maintains corresponding relationship with many foreign banks so
that it is an effective measure for the smooth business.
~ 33 ~
Weaknesses
 Technological support of TBL is not so modern and faster.
 Market promotional activities are not actively working due to the lack of
appropriate initiative and encouragement.
 Doesn’t have effective plan for aggressive marketing activities.
 People are discouraged to save their money with TBL due to Problem
Bank.
 Due to lack of high quality personnel in the top level of management
personality businessmen and entrepreneurs are less interested to work with
TBL.
 Well qualified personnel are not interested at all to work in TBL due to
less salary.
 There is no well-developed infrastructure.
 Most of the Branches are suffering for indiscipline problem.
 The bank is far behind from technological advancement.
 The branches are not well equipped by modern furniture whereas other
commercial banks have sophisticated equipment.
Opportunity
 Bangladesh Govt. has rendered its full support to the banking sector to
develop the country’s economic position, at the same time creating
employment opportunity.
~ 34 ~
 Bank will be able to accommodate knowledgeable, skilled, experienced
and hardworking persons by offering attractive remunerations and fringe
benefits with nice working environment.
 By expanding the business portfolio, TBL can start the investment
business with foreign exchange curriculum.
 By expanding the financing policy with credit facility customers are very
much secured in business environment.
Threats
 New more Banks are going to launch in this year as the Govt. said.
 Negative articles in the newspapers are hampering the position of TBL
 Defaulters are seriously affecting the smooth banking culture in
Bangladesh. TBL is a new type of bank which has been started by passing
the bills in national assembly with defaulting burdens of Trust Bank
Investment Ltd (TBIL).
 Central bank is always supervising the local and foreign banks in
Bangladesh and sometimes it is hampering the normal operations of Private
Banks.
 Though the innovation workings are in continuous process, but the other
rival banks are copying it within the short period.
 The worldwide trends and acquisitions in financial institutions the
concentration goes on competitor’s products and increasing the power in
their respective areas.
~ 35 ~
 It is expecting that very shortly more financial institutions are coming
with their new products and we should be prepared for hard competition in
the following years.
20. Current State and Probable future:

As my discussion shows, TBL is doing a business that is just all right until
now. Their market share is not that significantly high. There are more banks
that are under way to come which are obviously not a good thing for TBL.
So they are focusing more on DPS and FDR. In June-11
TBL is coming to the share market since this is a rule by Bangladesh Bank.
So we can see a brighter future ahead of Trust Bank Limited. So, it has the
scope to enhance and strengthen its market position. To do so, they need to
put more stress on their policies like efficiency, quality, innovation, and
customer responsiveness. If everything goes right, with least risk I can say,
TBL is headed towards a bright future.
21. Descriptive Statistics:
~ 36 ~
Basic statistics of both independent and dependent variables are shown
below. All the figures for
Reliability, flexibility, Security, Convenience, Responsiveness, and Empathy are
given below:
Minimum Maximum Mean Std. Deviation
Online transaction has the risk to deduct money from your account without your willingness 1 5 3.83 .975
You have less faith to send money overseas through online 1 5 3.49 1.078
TBL online banking is less reliable than any other Multi-national Bank 1 5 3.29 .998
Well established domestic banks( EBL, City bank, Prime bank, Brac bank etc.) are well 1 5 3.62 .850
experienced and able to provide good online service than TBL
TBL employees are less efficient in terms of providing online banking 1 5 3.40 .995
Customers need to have a debit/credit card for online banking 1 5 3.65 .978
Online banking is more versatile 1 5 3.60 .765
Online banking made it possible to provide several services under one umbrella 1 5 3.02 1.025
Online banking motivates you to save your valuable time 1 5 3.61 .863
You prefer to do transaction online rather than cash 1 5 2.99 1.049
Chances of hacking card no./ pin no./ personal info. 2 5 4.04 .585
High risk involve if the card/pin/ID is lost 2 5 4.06 .617
Customers of TBL have confusion regarding effectiveness and security 1 5 3.25 .845
Online banking is less secure than general banking 1 5 3.62 .951
Experience of capturing card in the ATM booth is bitter 2 5 4.11 .751
Often you cannot pay money due to system error 2 5 3.73 .737
You are unwilling to pay your bills by setting at home( by online) 1 5 3.25 .936
Online banking is more complicated 1 5 3.19 .982
Younger and middle aged people prefer to do online transaction 1 5 3.78 .733
High income people have more tendency to do online banking 2 5 3.69 .761
Though we didn’t pay in cash to purchase, therefore we show less value to money 1 5 3.29 .868
Most of the customers are less willing to introduce thyself with modern or advance 1 5 3.12 .844
technology
Online transaction leads you to spend more 1 5 3.45 .903

Online transaction can be better understood by the educated people 2 5 3.75 .783
Paying charge for online banking is worth enough 1 5 2.64 .905
Online banking charge is an non benefited expenditure 1 5 3.48 .926
Online banking makes you confuse 1 5 3.33 .865
Overall you are pleased by TBL online banking 2 5 2.70 .882
Valid N (listwise)
Table 21.1: Descriptive Statistics
~ 37 ~
Table 21.2: Descriptive Statistics
N Minimum Maximum Mean Std. Deviation
age 100 22 56 32.59 11.013

education 100 10 18 15.66 2.345
income/ Expected salary 100 20 100 44.16 23.331
Overall you are pleased by TBL 100 2 5 2.70 .882
online banking
Valid N (listwise) 100
Findings:
All the variables have the same number of observations with no values
missing. The statistics above are based on the variables of the major
hypothesis of the project.
Independent Variables:
Reliability: From the 100 responses survey average Mean calculated is
3.526 which means most of the respondents are dissatisfied regarding
reliability of TBL. And the standard deviation is .9792 which means the
degree of variation is high.
Flexibility: From the 100 responses survey average Mean calculated is 3.47
which means most of the respondents are dissatisfied regarding flexibility of
TBL. And the standard deviation is .9078 which means the degree of
variation is high.
~ 38 ~
Security: From the 100 responses survey average Mean calculated is 3.59
which means most of the respondents are dissatisfied regarding security of
variation is high.
Convenience: From the 100 responses survey average Mean calculated is
convenience of TBL. And the standard deviation is .8515 which means the
Responsiveness: From the 100 responses survey average Mean calculated is
responsiveness of TBL. And the standard deviation is .8015 which means the
Empathy: From the 100 responses survey average Mean calculated is 3.33
which means most of the respondents are dissatisfied regarding empathy of
variation is high.
Dependent Variables:
Customer Perception: From the 100 responses survey average Mean
calculated is 2.70 which means most of the respondents are dissatisfied
regarding online service of TBL. And the standard deviation is .882 which
means the degree of variation is high.
~ 39 ~
22. Frequency Distribution and Chart:
Gender in customer perception survey about online banking
Table22.1: Gender distribution of Respondents
Frequency Percent Valid Percent Cumulative Percent
Valid male 60 60.0 60.0 60.0
female 40 40.0 40.0 100.0
Total 100 100.0 100.0
~ 40 ~
Figure22.1: Gender in customer perception survey about online banking
According to my survey out of 100 respondents, there were 60 male
respondents and 40 female respondents for finding out customer perception
about online banking.
Age in customer perception survey about online banking
Table22.2: Age distribution of Respondents
Valid 18-25 26 26.0 26.0 26.0
26-32 42 42.0 42.0 68.0
33-40 17 17.0 17.0 85.0
40+ 15 15.0 15.0 100.0
Total 100 100.0 100.0
~ 41 ~
Figure22.2: Age in customer perception survey about online banking
According to my survey out of 100 respondents, there were 26, 42, 17, 15
respondents those who are belong to age group 18-25, 26-32, 33-40, and 40+
respectively for finding out customer perception about online banking.
Marital status in customer perception survey about online banking
Table22.3: Marital Status of Respondents
Valid married 58 58.0 58.0 58.0
unmarried 42 42.0 42.0 100.0
Total 100 100.0 100.0
Figure22.3: Marital Status in customer perception survey about online banking
~ 42 ~
According to my survey out of 100 respondents, there were 58 respondents
who are married and 42 respondents who are unmarried for finding out
customer perception about online banking.
Education in customer perception survey about online banking
Table22.4: Education distribution of Respondents
Valid Ssc/ O level 5 5.0 5.0 5.0
Hsc/ A level 16 16.0 16.0 21.0
Graduate 49 49.0 49.0 70.0
Masters 30 30.0 30.0 100.0
Total 100 100.0 100.0
Figure22.4: Education in customer perception survey about online banking
~ 43 ~
According to my survey out of 100 respondents, there were 5, 16, 49, and 30
respondents those who have achieved SSC (10), HSC (12), Graduate (14),
and Masters (16) in the education category for finding out customer
perception about online banking.
Occupation in customer perception survey about online banking
Table22.5 : occupation distribution of Respondents
Valid student 12 12.0 12.0 12.0
service 53 53.0 53.0 65.0
business 26 26.0 26.0 91.0
housewife 9 9.0 9.0 100.0
Total 100 100.0 100.0
~ 44 ~
Figure22.5: Occupation in customer perception survey about online banking
According to my survey out of 100 respondents, there were 9, 12, 26, and 53
respondents and their occupation are housewife, student, business and
service respectively for finding out customer perception about online
banking.
Income in customer perception survey about online banking
Table22.6 : income/ Expected salary distribution of Respondents
Valid 15-25 22 22.0 22.0 22.0
26-40 34 34.0 34.0 56.0
41-60 28 28.0 28.0 84.0
61-80 6 6.0 6.0 90.0
80+ 10 10.0 10.0 100.0
Total 100 100.0 100.0
~ 45 ~
Figure22.6: Income in customer perception survey about online banking
According to my survey out of 100 respondents, there were 6, 10, 22, 28, and
34 respondents those who have income in the range of 15-25, 26-40, 41-60,
61-80, and 80+ respectively for finding out customer perception about online
banking.
Internet Connection in customer perception survey about online

banking
Table22.7: Internet connection (phone/pc/laptop/tablet) of Respondents
Valid no 31 31.0 31.0 31.0
yes 69 69.0 69.0 100.0
Total 100 100.0 100.0
~ 46 ~
Figure22.7: Internet Connection in customer perception survey about online banking
who have internet connection and 31 respondents who do not have internet
connection.
Customer usage through online banking
Table22.8 : Have you ever used online banking
Valid no 62 62.0 62.0 62.0
yes 38 38.0 38.0 100.0
Total 100 100.0 100.0
~ 47 ~
Figure22.8: Customer usage through online banking
who have used online banking and 38 respondents who do not have used
online banking.
Online transaction has the risk to deduct money from your account
without your willingness
~ 48 ~
Table22.9: Online transaction has the risk to deduct money from your account without your
willingness
Valid strongly disagree 2 2.0 2.0 2.0
disagree 10 10.0 10.0 12.0
neutral 15 15.0 15.0 27.0
agree 49 49.0 49.0 76.0
strongly agree 24 24.0 24.0 100.0
Total 100 100.0 100.0
Figure22.9: Online transaction has the risk to deduct money from your account without
your willingness
According to my survey out of 100 respondents, only 2% strongly disagree
about Online transaction has the risk to deduct money from your account
without your willingness whereas 10% disagree, 15% neutral, 49% agree and
rest of 24% strongly agree about this statement.
You have less faith to send money overseas through online
~ 49 ~
Table22.10: You have less faith to send money overseas through online
disagree 16 16.0 16.0 21.0
neutral 18 18.0 18.0 39.0
agree 47 47.0 47.0 86.0
strongly agree 14 14.0 14.0 100.0
Total 100 100.0 100.0
Figure22.10: You have less faith to send money overseas through online
According to my survey out of 100 respondents, only 5% strongly disagree,
16% disagree, 18% neutral, 47% agree and rest of 14% strongly agree about
You have less faith to send money overseas through online.
TBL online banking is less reliable than any other Multi-national

Bank
~ 50 ~
Table22.11: TBL online banking is less reliable than any other Multi-national Bank
disagree 12 12.0 12.0 18.0
neutral 38 38.0 38.0 56.0
agree 35 35.0 35.0 91.0
strongly agree 9 9.0 9.0 100.0
Total 100 100.0 100.0
Figure22.11: TBL online banking is less reliable than any other Multi-national Bank
about TBL online banking is less reliable than any other Multi-national Bank
whereas 12% disagree, 38% neutral, 35% agree and rest of 9% strongly
agrees about this statement.
~ 51 ~
Well established domestic banks (EBL, City bank, Prime bank, Brac
bank etc.) are well experienced and able to provide good online
service than TBL
Table22.12: Well established domestic banks( EBL, City bank, Prime bank, Brac bank etc.)
are well experienced and able to provide good online service than TBL
disagree 7 7.0 7.0 9.0
neutral 29 29.0 29.0 38.0
agree 51 51.0 51.0 89.0
strongly agree 11 11.0 11.0 100.0
Total 100 100.0 100.0
Figure22.12: Well established domestic banks( EBL, City bank, Prime bank, Brac bank etc.)
are well experienced and able to provide good online service than TBL
Well established domestic banks( EBL, City bank, Prime bank, Brac bank
etc.) are well experienced and able to provide good online service than TBL.
~ 52 ~
TBL employees are less efficient in terms of providing online

banking
Table22.13: TBL employees are less efficient in terms of providing online banking
disagree 8 8.0 8.0 13.0
neutral 43 43.0 43.0 56.0
agree 30 30.0 30.0 86.0
strongly agree 14 14.0 14.0 100.0
Total 100 100.0 100.0
Figure22.13: TBL employees are less efficient in terms of providing online banking
about TBL employees are less efficient in terms of providing online banking
Customers need to have a debit/credit card for online banking
Table22.14: Customers need to have a debit/credit card for online banking
disagree 6 6.0 6.0 11.0
neutral 23 23.0 23.0 34.0
agree 51 51.0 51.0 85.0
strongly agree 15 15.0 15.0 100.0
Total 100 100.0 100.0
~ 53 ~
Figure22.14: Customers need to have a debit/credit card for online banking
Customers need to have a debit/credit card for online banking
Online banking is more versatile
Table22.15: Online banking is more versatile
disagree 6 6.0 6.0 7.0
neutral 33 33.0 33.0 40.0
agree 52 52.0 52.0 92.0
Total 100 100.0 100.0
~ 54 ~
Figure22.15: Online banking is more versatile
According to my survey out of 100 respondents, only 1% strongly disagrees
about Online banking is more versatile whereas 6% disagree, 33% neutral,
52% agree and rest of 8% strongly agrees about this statement.
Online banking made it possible to provide several services under

one umbrella
Table22.16: Online banking made it possible to provide several services under one umbrella
disagree 35 35.0 35.0 36.0
neutral 38 38.0 38.0 74.0
agree 13 13.0 13.0 87.0
strongly agree 13 13.0 13.0 100.0
Total 100 100.0 100.0
~ 55 ~
Figure22.16: Online banking made it possible to provide several services under one
umbrella
Online banking made it possible to provide several services under one
umbrella.
Online banking motivates you to save your valuable time
~ 56 ~
Table22.17: Online banking motivates you to save your valuable time
agree 10 10.0 10.0 11.0
neutral 28 28.0 28.0 39.0
agree 49 49.0 49.0 88.0
strongly agree 12 12.0 12.0 100.0
Total 100 100.0 100.0
Figure22.17: Online banking motivates you to save your valuable time
about Online banking motivates you to save your valuable time whereas 10%
disagree, 28% neutral, 49% agree and rest of 12% strongly agrees about this
statement.
You prefer to do transaction online rather than cash
~ 57 ~
Table22.18: You prefer to do transaction online rather than cash
disagree 32 32.0 32.0 36.0
neutral 36 36.0 36.0 72.0
agree 17 17.0 17.0 89.0
strongly agree 11 11.0 11.0 100.0
Total 100 100.0 100.0
Figure22.18: You prefer to do transaction online rather than cash
32% disagree, 36% neutral, 17% agree and rest of 11% strongly agrees about
you prefer to do transaction online rather than cash.
Chances of hacking card no./ pin no./ personal info.
~ 58 ~
Table22.19: Chances of hacking card no./ pin no./ personal info.
Valid disagree 1 1.0 1.0 1.0
neutral 12 12.0 12.0 13.0
agree 69 69.0 69.0 82.0
strongly agree 18 18.0 18.0 100.0
Total 100 100.0 100.0
Figure22.19: Chances of hacking card no./ pin no./ personal info.
According to my survey out of 100 respondents, only 1% disagrees about
Chances of hacking card no. / pin no. / Personal info. whereas 12% neutral,
High risk involve if the card/pin/ID is lost
~ 59 ~
Table22.20: High risk involve if the card/pin/ID is lost
neutral 10 10.0 10.0 12.0
agree 68 68.0 68.0 80.0
strongly agree 20 20.0 20.0 100.0
Total 100 100.0 100.0
Figure22.20: High risk involve if the card/pin/ID is lost
According to my survey out of 100 respondents, only 2% disagree, 10%
neutral, 68% agree and rest of 20% strongly agrees about High risk involve if
the card/pin/ID is lost.
Customers of TBL have confusion regarding effectiveness and

security
~ 60 ~
Table22.21: Customers of TBL have confusion regarding effectiveness and security
disagree 18 18.0 18.0 19.0
neutral 41 41.0 41.0 60.0
agree 35 35.0 35.0 95.0
Total 100 100.0 100.0
Figure22.21: Customers of TBL have confusion regarding effectiveness and security
about Customers of TBL have confusion regarding effectiveness and security
~ 61 ~
Online banking is less secure than general banking
Table22.22: Online banking is less secure than general banking
disagree 8 8.0 8.0 12.0
neutral 23 23.0 23.0 35.0
agree 52 52.0 52.0 87.0
strongly agree 13 13.0 13.0 100.0
Total 100 100.0 100.0
Figure22.22: Online banking is less secure than general banking
online banking is less secure than general banking.
Experience of capturing card in the ATM booth is bitter

~ 62 ~
Table22.23: Experience of capturing card in the ATM booth is bitter
neutral 8 8.0 8.0 13.0
agree 58 58.0 58.0 71.0
strongly agree 29 29.0 29.0 100.0
Total 100 100.0 100.0
Figure22.23: Experience of capturing card in the ATM booth is bitter
According to my survey out of 100 respondents, 5% disagree about
Experience of capturing card in the ATM booth is bitter whereas 8% neutral,
Often you cannot pay money due to system error
~ 63 ~
Table22.24: Often you cannot pay money due to system error
neutral 26 26.0 26.0 32.0
agree 57 57.0 57.0 89.0
strongly agree 11 11.0 11.0 100.0
Total 100 100.0 100.0
Figure22.24: Often you cannot pay money due to system error
neutral, 57% agree and rest of 11% strongly agrees about Often you cannot
pay money due to system error.
You are unwilling to pay your bills by setting at home (by online)
~ 64 ~
Table22.25: You are unwilling to pay your bills by setting at home( by online)
disagree 15 15.0 15.0 20.0
neutral 34 34.0 34.0 54.0
agree 42 42.0 42.0 96.0
Total 100 100.0 100.0
Figure22.25: You are unwilling to pay your bills by setting at home (by online)
about you are unwilling to pay your bills by setting at home (by online)
Online banking is more complicated

~ 65 ~
Table22.26: Online banking is more complicated
disagree 12 12.0 12.0 20.0
neutral 37 37.0 37.0 57.0
agree 39 39.0 39.0 96.0
Total 100 100.0 100.0
Figure22.26: Online banking is more complicated
online banking is more complicated.
Younger and middle aged people prefer to do online transaction

~ 66 ~
Table22.27: Younger and middle aged people prefer to do online transaction
disagree 5 5.0 5.0 6.0
neutal 19 19.0 19.0 25.0
agree 65 65.0 65.0 90.0
strongly agree 10 10.0 10.0 100.0
Total 100 100.0 100.0
Figure22.27: Younger and middle aged people prefer to do online transaction
about Younger and middle aged people prefer to do online transaction
~ 67 ~
High income people have more tendencies to do online banking
Table22.28: High income people have more tendency to do online banking
Cumulative
Frequency Percent Valid Percent Percent
neutral 25 25.0 25.0 33.0
agree 57 57.0 57.0 90.0
strongly agree 10 10.0 10.0 100.0
Total 100 100.0 100.0
Figure22.28: High income people have more tendencies to do online banking
neutral, 57% agree and rest of 10% strongly agrees about High income
people have more tendencies to do online banking.
~ 68 ~
Though we didn’t pay in cash to purchase, therefore we show less

value to money
Table22.29: Though we didn’t pay in cash to purchase, therefore we show less value to
money
disagree 11 11.0 11.0 16.0
neutral 35 35.0 35.0 51.0
agree 48 48.0 48.0 99.0
Total 100 100.0 100.0
Figure22.29: Though we didn’t pay in cash to purchase, therefore we show less value to
money
about Though we didn’t pay in cash to purchase, therefore we show less
~ 69 ~
value to money whereas 11% disagree, 35% neutral, 48% agree and rest of
1% strongly agrees about this statement.
Most of the customers are less willing to introduce thyself with

modern or advance technology
Table22.30: Most of the customers are less willing to introduce thyself with modern or
advance technology
disagree 9 9.0 9.0 15.0
neutral 55 55.0 55.0 70.0
agree 27 27.0 27.0 97.0
Total 100 100.0 100.0
Figure: 21.30: Most of the customers are less willing to introduce thyself with modern or
advance technology
~ 70 ~
Most of the customers are less willing to introduce you with modern or
advance technology.
Online transaction leads you to spend more
Table22.31: Online transaction leads you to spend more
disagree 15 15.0 15.0 18.0
neutral 20 20.0 20.0 38.0
agree 58 58.0 58.0 96.0
Total 100 100.0 100.0
Figure22.31: Online transaction leads you to spend more
~ 71 ~
about Online transaction leads you to spend more whereas 15% disagree,
20% neutral, 58% agree and rest of 4% strongly agrees about this statement.
Online transaction can be better understood by the educated people
Figure22.32: Online transaction can be better understood by the educated people
~ 72 ~
neutral, 63% agree and rest of 11% strongly agrees about online transaction
can be better understood by the educated people.
Paying charge for online banking is worth enough
Figure22.33: Paying charge for online banking is worth enough
~ 73 ~
According to my survey out of 100 respondents, 12% strongly disagrees
about Paying charge for online banking is worth enough whereas 28%
disagree, 45% neutral, 14% agree and rest of 1% strongly agrees about this
statement.
Online banking charge is a non benefited expenditure
Table22.34: Online banking charge is a non benefited expenditure
disagree 8 8.0 8.0 13.0
neutral 28 28.0 28.0 41.0
agree 52 52.0 52.0 93.0
Total 100 100.0 100.0
Figure22.34: Online banking charge is a non benefited expenditure
~ 74 ~
online banking charge is an non benefited expenditure.
Online banking makes you confuse
Table22.35: Online banking makes you confuse
disagree 15 15.0 15.0 18.0
neutral 30 30.0 30.0 48.0
agree 50 50.0 50.0 98.0
Total 100 100.0 100.0
Figure22.35: Online banking makes you confuse
~ 75 ~
According to my survey out of 100 respondents, 3% strongly disagrees about
Online banking makes you confuse whereas 15% disagree, 30% neutral, 50%
agree and rest of 2% strongly agrees about this statement.
Overall you are pleased by TBL online banking
Table22.36: Overall you are pleased by TBL online banking
neutral 23 23.0 23.0 78.0
agree 19 19.0 19.0 97.0
Total 100 100.0 100.0
Figure22.36: Overall you are pleased by TBL online banking
~ 76 ~
neutral, 19% agree and rest of 3% strongly agrees about Overall you are
pleased by TBL online banking.
23. Cross Tabulations:
Table23.1: Cross table of the risk to deduct money from your account without your willingness and cannot pay money
due to system error
Count
Often you cannot pay money due to system error
disagree neutral agee strongly agree Total
Online transaction has the risk strongly disagree 2 0 0 0 2

to deduct money from your disagree 4 3 2 1 10
account without your
neutral 0 5 9 1 15
willingness
agree 0 12 32 5 49
strongly agree 0 6 14 4 24
Total 6 26 57 11 100
From the above cross tabulation analysis, 65.3% respondents who rate
Online transaction has the risk to deduct money from their account without
your willingness also agree with the fact that Often they cannot pay money
due to system error. If we consider another response 58.3% who rate online
transaction has the risk to deduct money from their account without your
~ 77 ~
willingness also strongly agree with the fact that they have to face problem
to pay money due to network error.
H0= Risk of online transaction and payment due to system error is
independent.
H1= Risk of online transaction and payment due to system error is dependent.
Table23.1a : Chi-Square Tests
Value df Asymp. Sig. (2-sided)

a
Pearson Chi-Square 60.324 12 .000
Likelihood Ratio 35.336 12 .000
Linear-by-Linear Association 16.941 1 .000
N of Valid Cases 100
a. 13 cells (65.0%) have expected count less than 5. The minimum expected count is .12.
From the above table we can see that Pearson Chi-Square is 60.324, DF is 12
((5-1)*(4-1)) and the P value is 0.000, which is less than 0.05. Therefore it
can be concluded that the null hypothesis is rejected and the Alternative
hypothesis is accepted which is significant.
~ 78 ~
Table23.2 : Cross Table of TBL online banking is less reliable than any other Multi-national Bank and Well
established domestic banks are well experienced and able to provide good online service than TBL
Count
Well established domestic banks( EBL, City bank,

Prime bank, Brac bank etc.) are well experienced and
able to provide good online service than TBL
strongly
disagree disagree neutral agree strongly agree Total
TBL online banking is less strongly disagree 1 1 3 1 0 6

reliable than any other Multi- disagree 0 4 4 3 1 12
national Bank neutral 1 1 21 15 0 38
agree 0 1 1 30 3 35
strongly agree 0 0 0 2 7 9
Total 2 7 29 51 11 100
From the above cross tabulation analysis, 85.71% respondents who rate TBL
online banking is less reliable than any other Multi-national Bank also agree
with the fact that Well established domestic ( EBL, City bank, Prime bank,
Brac bank etc.) are well experienced and able to provide good online service
than TBL.
If we consider another response 72.41% who rate Well established domestic
( EBL, City bank, Prime bank, Brac bank etc.) are well experienced and able
to provide good online service than TBL also neutral with the fact that TBL
is less efficient than them.
H0= TBL online banking reliability and experience regarding providing
service is independent.
H1= TBL online banking reliability and experience regarding providing
service is dependent.
~ 79 ~
Pearson Chi-Square 99.038a 16 .000
Table23.3 : Cross table of High risk involve if the card/pin/ID is lost and Customers of TBL have confusion regarding
effectiveness and security
Count
Customers of TBL have confusion regarding effectiveness and security
strongly disagree disagree neutral agree strongly agree Total
High risk involve if the disagree 1 0 1 0 0 2

card/pin/ID is lost
neutral 0 5 3 2 0 10
agree 0 8 31 27 2 68
strongly 0 5 6 6 3 20
agree
Total 1 18 41 35 5 100
~ 80 ~
Form the above cross tabulation 39.7% who rate that High risk involve if the
card/pin/ID is lost also agree with the fact that Customers of TBL have
confusion regarding effectiveness and security.
If we consider another response 77.14% agree that Customers of TBL have
confusion regarding effectiveness and security.
H0= High risk and confusion regarding effectiveness and security of TBL
card is independent.
H1= High risk and confusion regarding effectiveness and security of TBL
card is dependent.
~ 81 ~
Table23.4 : Cross table of Customers need to have a debit/credit card for online banking and Most of the customers are
less willing to introduce thyself with modern technology
Count
Most of the customers are less willing to introduce thyself with modern
or advance technology
strongly disagree disagree neutral agree strongly agree Total
Customers need to have a strongly disagree 2 1 1 0 1 5

debit/credit card for online
disagree 2 1 3 0 0 6
banking
neutral 0 2 17 4 0 23
agree 0 3 30 18 0 51
Total 6 9 55 27 3 100
Customers need to have a debit/credit card for online banking also agree with
the fact that Most of the customers are less willing to introduce thyself with
modern or advance technology.
If we consider another response 73.91% who rate Customers need to have a
debit/credit card for online banking also neutral with the fact that Most of the
customers are less willing to introduce thyself with modern or advance
technology.
H0= Customers necessity of debit card and less willing to use modern
technology is independent.
H1= Customers necessity of debit card and less willing to use modern
technology is dependent
~ 82 ~
From the above table we can see that Pearson Chi-Square is 67.615, DF is 12 ((5-1)*(5-1)) and the P
value is 0.000, which is less than 0.05. Therefore it can be concluded that the null hypothesis is
rejected and the Alternative hypothesis is accepted which is significant.
Table23.5 :Cross table of Paying charge for online banking is worth enough and Online banking charge is a non benefited
expenditure
Count
Online banking charge is an non benefited expenditure
strongly strongly
disagree disagree neutral agree agree Total
Paying charge for online strongly disagree 4 0 2 2 4 12

banking is worth enough
disagree 0 3 3 21 1 28
neutral 1 2 15 27 0 45
agree 0 2 8 2 2 14
Total 5 8 28 52 7 100
~ 83 ~
From the above cross tabulation analysis 33.33% respondents who rate
paying charge for online banking is worth enough also neutral with the fact
that Online banking charge is a non benefited expenditure.
If we consider another response 53.6% neutral that Online banking charge is
an non benefited expenditure.
H0= Online banking charge worth enough and non benefited expenditure is
independent.
H1= Online banking charge worth enough and non benefited expenditure is
dependent.
Linear-by-Linear Association .320 1 .571
~ 84 ~
Table23.6 : Cross table of Younger and middle aged people prefer to do online transaction and Online transaction
can be better understood by the educated people
Count
Online transaction can be better understood by the

educated people
disagree neutral agree strongly agree Total
Younger and middle aged people strongly disagree 0 1 0 0 1

prefer to do online transaction
disagree 1 2 2 0 5
neutral 3 7 8 1 19
agree 4 6 48 7 65
Total 10 16 63 11 100
Younger and middle aged people prefer to do online transaction also agree
with the fact that online transaction can be better understood by the educated
people.
H0=Young people preference and educated people’s understanding about
online banking is insignificant.
H1=Young people preference and educated people’s understanding about
online banking is significant.
~ 85 ~
Table23.7 : Cross table of TBL employees are less efficient in terms of providing online banking and Overall you are
pleased by TBL online banking
Count
TBL employees are less strongly disagree 0 1 3 1 5

efficient in terms of providing disagree 1 2 4 1 8
online banking neutral 21 12 10 0 43
agree 21 7 1 1 30
Total 55 23 19 3 100
From the above cross tabulation analysis, 27.9% respondents who rate TBL
employees are less efficient in terms of providing online banking also neutral
with the fact that Overall you are pleased by TBL online banking.
H0= TBL employees efficiency and customers satisfaction about online
banking is independent.
H1= TBL employees efficiency and customers satisfaction about online
banking is dependent.
~ 86 ~
Table23.8 :Cross table of Online banking motivates you to save your valuable time and Overall you are pleased by TBL
online banking
Count
Online banking motivates you to strongly disagree 0 1 0 0 1

save your valuable time
disagree 8 1 1 0 10
neutral 12 11 5 0 28
agree 33 10 6 0 49
Total 55 23 19 3 100
From the above cross tabulation analysis, 67.35% respondents who agree
online banking motivates you to save your valuable time show disagree with
the fact that Overall they are pleased by TBL online banking.
Considering another response 31.57% agrees that overall they are pleased by
TBL online banking.
H0= Online banking saves time and customer satisfaction regarding that is
independent.
H1= Online banking saves time and customer satisfaction regarding that is
dependent.
~ 87 ~
Table23.9. : Cross table of Online banking is less secure than general banking and Overall you are pleased online banking
Count
Online banking is less secure strongly disagree 1 0 2 1 4

than general banking
disagree 2 0 5 1 8
neutral 8 10 5 0 23
agree 36 12 4 0 52
Total 55 23 19 3 100
From the cross tabulation analysis we can see that 43.47% of the respondents
who rates that Online banking is less secure than general banking also agrees
with the fact that Overall you are pleased by TBL online banking.
Considering another response 21% of the responses are overall you are
pleased by TBL online banking with the fact that Online banking is less
secure than general banking.
~ 88 ~
H0= Online banking is less secure and customer satisfaction about online
banking is independent.
H1= Online banking is less secure and customer satisfaction about online
banking is dependent.
Table23.10 : Cross table of Online banking is more complicated and Overall you are pleased by TBL online banking
Count
Online banking is more strongly disagree 1 1 5 1 8

complicated
disagree 4 2 6 0 12
neutral 22 10 5 0 37
agree 25 10 3 1 39
Total 55 23 19 3 100
Online banking is more complicated show disagree with the fact that Overall
they are pleased by TBL online banking.

~ 89 ~
Considering another response 40% respondents who show neutral about
Overall they are pleased by TBL online banking also shows disagree with the
fact that Online banking is more complicated.
H0= Complicacy and customer satisfaction about online banking is
independent.
H1= Complicacy and customer satisfaction about online banking is
dependent.
~ 90 ~
Table23.11 : Cross table of Though we didn’t pay in cash to purchase, therefore we show less value to money and
Count
Though we didn’t pay in cash to strongly disagree 1 0 2 2 5

purchase, therefore we show
disagree 2 3 6 0 11
less value to money
neutral 18 11 5 1 35
agree 34 9 5 0 48
Total 55 23 19 3 100
though we didn’t pay in cash to purchase, therefore we show less value to
money show disagree with the fact that Overall they are pleased by TBL
online banking.
Considering another response 47.82% respondents who rates neutral about
Overall they are pleased by TBL online banking also neutral with the fact
that though we didn’t pay in cash to purchase, therefore we show less value
to money.
H0= Valuation of money and customer satisfaction about online banking is
independent.
H1= Valuation of money and customer satisfaction about online banking is
dependent.
~ 91 ~
Table 23.11a: Chi-Square Tests
Table 23.12: Cross table of Online banking makes you confuse and Overall you are pleased by TBL online banking
Count
Online banking makes you strongly disagree 0 0 2 1 3

confuse disagree 4 2 9 0 15
neutral 14 9 6 1 30
agree 37 11 2 0 50
Total 55 23 19 3 100
From the above cross tabulation analysis, 74% respondents who agree online
banking makes you confuse show disagree with the fact that Overall they are
pleased by TBL online banking. This is true because TBL follows a complex
system to maintain their online banking.
~ 92 ~
H0= Confusion and customer satisfaction about online banking is
independent.
H1= Confusion and customer satisfaction about online banking is dependent.
~ 93 ~
24. One Sample t –Test:

Test of mean for Age
In the one sample t- test the actual mean of the variable, Age is tested against
a mean of 30 whereas the actual mean is 32.59 The Hypotheses of the test
will be
H0: μ = 30 or the mean value of Age is 30.
H1: μ ≠ 30 or the mean value of Age is not 30.
One-Sample Test
Test Value = 30
95% Confidence Interval of the

Difference
t df Sig. (2-tailed) Mean Difference Lower Upper
age 2.352 99 .021 2.590 .40 4.78
~ 94 ~
From the above table we can see that the P value is 0.021, which is less than
0.05. Therefore it can be concluded that at 95% confidence interval the null
hypothesis is rejected and the Age mean value 30 is rejected against the
actual mean of 32.59.
Test of mean for Education
In the one sample t- test the actual mean of the variable, Education is tested
against a mean of 14 whereas the actual mean is 15.66 The Hypotheses of
the test will be
H0: μ = 14 or the mean value of Education is 14.
H1: μ ≠ 14 or the mean value of Education is not 14.
One-Sample Test
Test Value = 14

Difference
education 7.079 99 .000 1.660 1.19 2.13
~ 95 ~
hypothesis is rejected and the Age mean value14 is rejected against the
Test of mean for Income/Expected Salary
In the one sample t- test the actual mean of the variable, Income/Expected
Salary is tested against a mean of 39 whereas the actual mean is 44.16 The
Hypotheses of the test will be
H0: μ = 39 or the mean value of Income/Expected Salary is 39.
H1: μ ≠ 39 or the mean value of Income/Expected Salary is not 39.
~ 96 ~
One-Sample Test
Test Value = 39

Difference
income/ Expected salary 2.212 99 .029 5.160 .53 9
hypothesis is rejected and the Age mean value 39 is rejected against the
25. Correlation:
Analysis of Reliability Table :
In the reliability Section there are five questions and if we see the correlation
between the independent variables then we can see they are positively
correlated. Money deduction is positively correlated with less faith with a
~ 97 ~
correlation coefficient of 0.647 which means if customers have less faith
then they also believe in money deduction through online or vice versa.
Money deduction is also positively correlated with less reliable with a
correlation coefficient which is 0.570 which means along with money
deduction in terms of TBL also less reliable than any other MN. Money
Deduction is positively related with well experience with a smaller
coefficient of 0.287 and with less efficient of 0.394 which gives a complete
picture of the relation with other independent variables.
Less faith is strongly related to less reliable with a coefficient of 0.646 which
means customers of TBL have very low reliability and faith on TBL online
banking. It is again positively correlated with well experience with a
coefficient of 0.459 which is also shows customers negative impression
towards TBL
We can again see that less reliable is strongly related to well experience and
less efficient with correlation coefficient of 0.619 and 0.533 respectively.
Customers heavily rely on well established and experienced banks in terms
of service and efficiency.
Same thing happened when we analysis well experience and less efficiency
with a correlation coefficient of 0.289 and vice versa.
~ 98 ~
Table25.1 : Correlation between the variables of Reliability

Well established
Online domestic TBL
transaction has TBL online banks( EBL, City employees
the risk to You have banking is bank, Prime bank, are less
Reliability deduct money less faith to less reliable Brac bank etc.) are efficient in
from your send money than any well experienced terms of
account overseas other Multi- and able to provide providing
without your through national good online service online
willingness online Bank than TBL banking
** ** **
Online transaction has the risk Pearson 1 .647 .570 .287 .394**
to deduct money from your Correlation
account without your Sig. (2- .000 .000 .004 .000
willingness tailed)
N 100 100 100 100 100

** ** **
You have less faith to send Pearson .647 1 .646 .459 .371**
money overseas through online Correlation
Sig. (2- .000 .000 .000 .000
tailed)
N 100 100 100 100 100
** ** **
TBL online banking is less Pearson .570 .646 1 .619 .533**
reliable than any other Multi- Correlation
national Bank Sig. (2- .000 .000 .000 .000
tailed)
N 100 100 100 100 100
** ** **
Well established domestic Pearson .287 .459 .619 1 .289**
banks( EBL, City bank, Prime Correlation
bank, Brac bank etc.) are well Sig. (2- .004 .000 .000 .004
experienced and able to provide tailed)
good online service than TBL N 100 100 100 100 100
TBL employees are less Pearson .394** .371** .533** .289** 1
efficient in terms of providing Correlation
online banking Sig. (2- .000 .000 .000 .004
tailed)
N 100 100 100 100 100
**. Correlation is significant at the 0.01 level (2-tailed).
Correlation Test for Reliability :

~ 99 ~
Now we are going to test that whether the independent variables are
correlated or not.
The hypotheses for the test are given below.
H01=There is no correlation between risk to deduct money and less faith to
send money overseas.
HA1= There is correlation between risk to deduct money and less faith to
send money overseas.
H02=There is no correlation between less faith and less reliable than any
other MNC bank.
HA2= There is correlation between less faith and less reliable than any other
MNC bank.
H03=There is no correlation between less reliable and well experience to
provide online service.
HA3= There is correlation between less reliable and well experience to
provide online service.
By looking at the correlation table we can see that most of the variables are
correlated to each other positively there is no negative correlation. However
we can see that risk to deduct money is directly correlated with less faith
with a coefficient of 0.647 which is high and significant at 0.01 level but
other than that other independent variables are also pretty much correlated.
We can also see that less faith is directly correlated with less reliable and less
reliable with well experience with a coefficient of 0.646 and 0.619
~ 100 ~
respectively and significant at 0.01 level. And rest of the independent
variable is pretty much correlated. Therefore based on the above table it is
obvious that we will reject null hypotheses and we will accept alternated
hypotheses.
Analysis of Flexibility Table :
In the Flexibility Section there are four questions and if we see the
correlation between the independent variables then we can see they are
positively correlated. Debit Card is positively correlated with versatile
banking with a correlation coefficient of 0.445 which means if customers
have debit card they also believe in possibility of making banking more
versatile or vice versa. Debit Card is also positively correlated with several
services with a smaller correlation coefficient which is 0.209 which means
through Debit Card it is possible to provide several services under one
umbrella. Debit Card is positively related with save time with a smaller
coefficient of 0.243 which gives a complete picture of the relation with other
independent variables.
Versatile banking is weakly related to several services with a coefficient of
0.255 which means customers thought that it is possible to get diversified
services very easily. It is again positively correlated with save time with a
coefficient of 0.297 which shows customers also believe that online banking
saves their time.
~ 101 ~
We can again see that several services are positively related to save time
with correlation coefficient of 0.249. Customers who use online banking can
able save their time and get multiple services under one umbrella.
Correlation Test for Flexibility :
correlated or not.
The hypothesis for the test is given below.
H01=There is no correlation between need to have a card and versatile online
banking.
HA1= There is correlation between need to have a card and versatile online
banking.
H02=There is no correlation between versatile online banking and save
valuable time.
HA2= There is correlation between versatile online banking and save
valuable time.
correlated to each other positively there is no negative correlation. We can
see that need to have a card is directly correlated with versatile banking and
versatile banking with save valuable time with a coefficient of 0.445 and
0.297 respectively and significant at 0.01 level. And rest of the independent
variable is pretty much correlated. Therefore based on the above table it is
~ 102 ~
hypotheses.
Table25.2 : Correlation between the variables of Flexibility

Customers need to Online Online banking made it Online banking
have a debit/credit banking is possible to provide several motivates you to
Flexibility
card for online more services under one save your valuable
banking versatile umbrella time
Customers need to have a Pearson 1 .445** .209* .243*

debit/credit card for online Correlation
banking Sig. (2-tailed) .000 .037 .015
N 100 100 100 100

** *
Online banking is more versatile Pearson .445 1 .255 .297**
Correlation
Sig. (2-tailed) .000 .010 .003
N 100 100 100 100
Online banking made it possible Pearson .209* .255* 1 .249*
to provide several services Correlation
under one umbrella Sig. (2-tailed) .037 .010 .013
N 100 100 100 100
Online banking motivates you Pearson .243* .297** .249* 1
to save your valuable time Correlation
Sig. (2-tailed) .015 .003 .013
N 100 100 100 100

*. Correlation is significant at the 0.05 level (2-tailed).
However we can see that save valuable time is directly correlated with
several service with a coefficient of 0.249 which is good and significant at
0.05 level but other than that other independent variables are also pretty
much correlated.
~ 103 ~
Therefore based on the above table it is obvious that we will reject null
hypotheses and we will accept alternated hypotheses.
Analysis of Security Table :
In the Security Section there are four questions and if we see the correlation
correlated. Hacking card info is positively correlated with high risk with a
correlation coefficient of 0.554 which means if customers lost their card then
they have to face risk associated with money. Hacking card info is also
positively correlated with effectiveness with a smaller correlation coefficient
which is 0.143 which means how much secure to use online banking.
Hacking card info is positively related with general banking with a smaller
coefficient of 0.282 which gives a complete picture of the relation with other
independent variables.
High risk is weakly related to effectiveness with a coefficient of 0.242 which
means customers have confusion regarding effectiveness and security if card
is lost. It is again positively correlated with general banking with a
coefficient of 0.280 which shows that due to risk customers prefer to do
general banking rather than online.
~ 104 ~
We can again see that effectiveness is positively related to general banking
with correlation coefficient of 0.408. Customers prefer general banking
rather than online in terms of effectiveness.
Correlation Test for Security :
correlated or not.
H01=There is no correlation between hacking card info and high risk of card
lost.
HA1= There is correlation between hacking card info and high risk of card
lost.
H02=There is no correlation between confusion of security and less secure
than general banking.
HA2= There is correlation between confusion of security and less secure than
general banking.
~ 105 ~
Table 25.3: Correlation between the variables of Security

Customers of TBL
Chances of High risk have confusion Online banking
Security hacking card involve if the regarding is less secure
no./ pin no./ card/pin/ID is effectiveness and than general
personal info. lost security banking
**
Chances of hacking card no./ Pearson Correlation 1 .554 .143 .282**
pin no./ personal info. Sig. (2-tailed) .000 .156 .004
N 100 100 100 100

** *
High risk involve if the Pearson Correlation .554 1 .242 .280**
card/pin/ID is lost Sig. (2-tailed) .000 .015 .005
N 100 100 100 100
*
Customers of TBL have Pearson Correlation .143 .242 1 .408**
confusion regarding Sig. (2-tailed) .156 .015 .000
effectiveness and security N 100 100 100 100
** ** **
Online banking is less secure Pearson Correlation .282 .280 .408 1
than general banking Sig. (2-tailed) .004 .005 .000
N 100 100 100 100

correlated to each other positively there is no negative correlation. However
we can see that hacking card info is directly correlated with high risk of card
lost and confusion of security with less secure than general banking with a
coefficient of 0.554 and 0.408 which is significant at 0.01 level but other
than that other independent variables are also pretty much correlated and
most of them are significant at 0.05 level. Therefore based on the above table
it is obvious that we will reject null hypotheses and we will accept alternated
hypotheses.
Analysis of Convenience Table :
~ 106 ~
In the Convenience Section there are four questions and if we see the
positively correlated and in few cases negatively as well. Capturing card is
positively correlated with system error with a correlation coefficient of 0.347
which mean customers have bitter experience when their card has been
captured due to system error. Capturing card is negatively correlated with
unwilling to pay with a smaller correlation coefficient which is -0.025 which
means those who experienced bitter experience of ATM card may not be
unwilling to pay bills by sitting at home. Capturing card is positively related
with complicated banking with a smaller coefficient of 0.095 which gives a
complete picture of the relation with other independent variables.
System error is weakly related to unwilling to pay with a coefficient of 0.157
which means system error leads customers to unwilling to use online
banking by sitting at home. It is again positively correlated with complicated
banking with a coefficient of 0.393 which shows that due to the same reason
they also thing online banking is more complicated.
We can again see that unwilling to pay is positively related to complicated
banking with correlation coefficient of 0.596. Complicacy creates
unwillingness among customers about online banking.
Correlation Test for Convenience :
correlated or not.
The hypothesis for the test is given below:
~ 107 ~
H01=There is no correlation between complicated banking and payment due
to system error.
HA1= There is correlation between complicated banking and payment due to
system error.
H02=There is no correlation between complicate banking and unwilling to
pay bills by online.
HA2= There is correlation between complicate banking and unwilling to pay
bills by online.
~ 108 ~
Table25.4 : Correlation between the variables of Convenience

Often you You are unwilling to
Experience of cannot pay pay your bills by Online banking
Convenience
capturing card in the money due to setting at home( by is more
ATM booth is bitter system error online) complicated
**
Experience of capturing card in Pearson 1 .347 -.025 .095
the ATM booth is bitter Correlation
Sig. (2-tailed) .000 .804 .349
N 100 100 100 100

**
Often you cannot pay money due Pearson .347 1 .157 .393**
to system error Correlation
Sig. (2-tailed) .000 .118 .000
N 100 100 100 100
You are unwilling to pay your Pearson -.025 .157 1 .596**
bills by setting at home( by Correlation
online) Sig. (2-tailed) .804 .118 .000
N 100 100 100 100
** **
Online banking is more Pearson .095 .393 .596 1
complicated Correlation
Sig. (2-tailed) .349 .000 .000
N 100 100 100 100
correlated to each other either positively or negatively. However we can see
that complicated banking is directly correlated with payment due to system
error and unwilling to pay bills by online with a coefficient of 0.393 and
0.596 which is significant at 0.01 level but other than that other independent
variables are also pretty much correlated. Therefore based on the above table
it is obvious that we will reject null hypothesis and we will accept alternated
hypothesis.
Analysis of Responsiveness Table :

~ 109 ~
In the Responsiveness Section there are four questions and if we see the
positively correlated. Young generation is positively correlated with high
income with a correlation coefficient of 0.637 which means new generation
customers with high income show positive attitude towards online banking.
Young generation is also positively correlated with less value with a very
smaller correlation coefficient which is 0.038 which means young generation
may not show too much value to money. Young generation is positively
related with advanced technology with a smaller coefficient of 0.223 which
gives a complete picture of the relation with other independent variables.
High income is weakly related to less value with a coefficient of 0.107 which
means high income people are careless regarding value of money. It is again
positively correlated with advanced technology with a coefficient of 0.294
which shows high income people wants to familiar themselves with modern
technology .
We can again see that less value is positively related to advanced technology
with correlation coefficient of 0.297. Customers those who know about
modern technology are showing less value to money.
Correlation Test for Responsiveness :
correlated or not.

~ 110 ~
H01=There is no correlation between high income people and young people
do online banking.
HA1= There is correlation between high income people and young people do
online banking.
H02=There is no correlation between devaluation of money and unwilling to use modern technology.
HA2= There is correlation between devaluation of money and unwilling to use modern technology.
Table 25.5: Correlation between the variables of Responsiveness

Younger and High income Though we didn’t Most of the customers
middle aged people have pay in cash to are less willing to
Responsiveness people prefer to more tendency purchase, therefore introduce thyself with
do online to do online we show less value to modern or advance
transaction banking money technology
**
Younger and middle aged people Pearson 1 .637 .038 .223*
prefer to do online transaction Correlation
Sig. (2-tailed) .000 .709 .026
N 100 100 100 100

High income people have more Pearson .637** 1 .107 .294**
tendency to do online banking Correlation
Sig. (2-tailed) .000 .290 .003
N 100 100 100 100
Though we didn’t pay in cash to Pearson .038 .107 1 .297**
purchase, therefore we show less Correlation
value to money Sig. (2-tailed) .709 .290 .003
N 100 100 100 100
* ** **
Most of the customers are less Pearson .223 .294 .297 1
willing to introduce thyself with Correlation
modern or advance technology Sig. (2-tailed) .026 .003 .003
N 100 100 100 100
**. Correlation is significant at the 0.01 level (2-tailed). *. Correlation is significant at the 0.05 level (2-tailed).
~ 111 ~
correlated to each other positively. However we can see that high income
people is directly correlated with young people do online banking with a
coefficient of 0.637 and devaluation of money is directly correlated with
unwilling to use modern technology with a coefficient of 0.297 which is high
and significant at 0.01 level but other than that other independent variables
are also pretty much correlated. Therefore based on the above table it is
hypotheses
Analysis of Empathy Table :
In the empathy Section there are five questions and if we see the correlation
correlated and some cases negatively. Spend more is positively correlated
with better understanding with a correlation coefficient of 0.546 which
means educated people have the tendency to spend more. Better
understanding is negatively correlated with paying charge with a correlation
coefficient which is -0.134 which means customers are against of paying
high charge for online banking. Spend more is positively related with non-
benefited with a smaller coefficient of 0.295 and with confusion of 0.429
which gives a complete picture of the relation with other independent
variables.
Better understanding is negatively related to paying charge with a
coefficient of -0.143 which means educated people are more aware of paying
~ 112 ~
charge for online banking. It is again positively correlated with confusion
with a coefficient of 0.197 which is also shows TBL online banking is
confusing.
We can again see that paying charge is negatively related to non-benefited
with correlation coefficient of -0.057. Customers believe that paying charge
for online banking is not beneficiary expenditure.
Same thing happened when we analysis confusion and non-benefited with a
correlation coefficient of 0.355 which is obvious.
~ 113 ~
Table 25.6: Correlation between the variables of Empathy

Online Online
Online transaction can be Paying charge banking Online
Empathy transaction better understood for online charge is an banking
leads you to by the educated banking is non benefited makes you
spend more people worth enough expenditure confuse
** **
Online transaction leads you to Pearson 1 .546 -.134 .295 .429**
spend more Correlation
Sig. (2-tailed) .000 .185 .003 .000
N 100 100 100 100 100

**
Online transaction can be better Pearson .546 1 -.143 .042 .197*
understood by the educated Correlation
people Sig. (2-tailed) .000 .157 .680 .049
N 100 100 100 100 100
Paying charge for online Pearson -.134 -.143 1 -.057 .050
banking is worth enough Correlation
Sig. (2-tailed) .185 .157 .574 .621
N 100 100 100 100 100
**
Online banking charge is an Pearson .295 .042 -.057 1 .355**
non benefited expenditure Correlation
Sig. (2-tailed) .003 .680 .574 .000
N 100 100 100 100 100
Online banking makes you Pearson .429** .197* .050 .355** 1
confuse Correlation
Sig. (2-tailed) .000 .049 .621 .000
N 100 100 100 100 100

~ 114 ~
Correlation Test for Empathy:
correlated or not.
H01=There is no correlation between spend more and educated people better
understood.
HA1= There is correlation between spend more and educated people better
understood.
H02=There is no correlation between spend more and confusion of online
banking.
HA2= There is correlation between spend more and confusion of online
banking.
H03=There is no correlation between confusion of online banking and non
benefited expenditure.
HA3= There is correlation between confusion of online banking and non
benefited expenditure.
correlated to each other positively. However we can see that spend more is
directly correlated with better understanding and confusion of online banking
with a coefficient of 0.546 and 0.429 which is significant at 0.01 level but
other than that other independent variables are also pretty much correlated.
We can also see that confusion of online banking is directly correlated with
~ 115 ~
non benefited with a coefficient of 0.355 which is significant at 0.05
level.Therefore based on the above table it is obvious that we will reject null
hypotheses and we will accept the alternated hypotheses
26. Regression Analysis:

For the regression analysis the dependent variable is Customer Perception
and the independent variables are Reliability, Flexibility, Security,
Convenience, Responsiveness, and Empathy.
Equation of the Regression Model:
Y = ß0 + β1X1 + β2X2 + β3X3 + β4X4 + β5X5 +β6X6 + εI
From the above model:
Dependent variable Y= Overall Customers are pleased by TBL online
Banking
ß0= Intercept
εI = Error
The independent variables are as follows:
X1 = Reliability (TBL employees are less efficient in terms of providing
online banking)
~ 116 ~
X2 = Flexibility (Online banking made it possible to provide several services
under one umbrella)
X3 = Security (Online banking is less secure than general banking)
X4 = Convenience (Online banking is more complicated)
X5 = Responsiveness (Though we didn’t pay in cash to purchase, therefore
we show less value to money)
X6 = Empathy (Online transaction can be better understood by the educated
people)
The hypothesis that could be tested for this model are given below-
Null Hypothesis, Ho: βi= 0
Alternative Hypothesis, H1: βi ≠ 0
Model Summary
Adjusted R Std. Error of Change Statistics
Model R R Square Square the Estimate R Square Change F Change df1 df2 Sig. F Change
1 .630a .396 .357 .707 .396 10.180 6 93 .000
a. Predictors: (Constant), Online transaction can be better understood by the educated people, Online banking made it possible to provide
several services under one umbrella , Online banking is more complicated, TBL employees are less efficient in terms of providing online
banking, Online banking is less secure than general banking, Though we didn’t pay in cash to purchase, therefore we show less value to
money
R square value is .396 or 39.6% which means that 39.6% of the variance of
can be predicted by the independent variables which mean this is a strong
measurement as well.
Null Hypothesis, Ho: Model is not adequate
~ 117 ~
Alternative Hypothesis, H1: Model is adequate.
ANOVAb
Model Sum of Squares df Mean Square F Sig.
1 Regression 30.525 6 5.087 10.180 .000a
Residual 46.475 93 .500
Total 77.000 99
a. Predictors: (Constant), Online transaction can be better understood by the educated people, Online banking
made it possible to provide several services under one umbrella , Online banking is more complicated, TBL
employees are less efficient in terms of providing online banking, Online banking is less secure than general
banking, Though we didn’t pay in cash to purchase, therefore we show less value to money
b. Dependent Variable: Overall you are pleased by TBL online banking
From the ANOVAs table we can see that the P value which in this case is the
significant value is .000 which is less than .05 (.000< .05) therefore we will reject
the null hypothesis which is the model is not adequate and we will accept the
alternative hypothesis which is the model is adequate.
~ 118 ~
Coefficientsa
Standardi
Unstandardiz zed 95.0%
ed Coefficie Confidence
Coefficients nts Interval for B Correl
Std. Lower Upper Zero- Par

Model B Error Beta t Sig. Bound Bound order l
1 (Constant) 4.208 .533 7.901 .000 3.150 5.266
TBL employees are less efficient in terms of -.285 .079 -.321 -3.602 .001 -.441 -.128 -.495 -.3
providing online banking
Online banking made it possible to provide .224 .075 .260 2.971 .004 .074 .373 .376 .2
several services under one umbrella
Online banking is less secure than general -.242 .086 -.261 -2.815 .006 -.413 -.071 -.366 -.2
banking
Online banking is more complicated -.259 .115 -.288 -2.246 .027 -.487 -.030 -.354 -.
Though we didn’t pay in cash to purchase, therefore we -.385 .118 -.379 -3.277 .001 -.619 -.152 -.426 -.
show less value to money
Online transaction can be better understood by the -.312 .108 -.277 -2.904 .005 -.526 -.099 -.285 -.2
educated people
a. Dependent Variable: Overall you are pleased by TBL online banking
Null Hypothesis, Ho: Independent variables have no impact on dependent variable.
Alternative Hypothesis, H1: Independent Variables have impact on dependent variable.
~ 119 ~
The equation of the linear regression will be:
Customer Perception = 0.533 + (-0.321 X Reliability) + (0.260 X Flexibility)
+ (-0.261 X Security) + (-0.288 X Convenience) + (-0.379 X
Responsiveness) + (-0.277 X Empathy)
For Reliability the p value is .001 which is less than .05 that means we will
reject the null hypothesis is Ho: βi= 0 therefore we will accept the alternative
hypothesis that is H1: βi ≠ 0.The coefficient -.321 of Reliability will have a
significant effect on the dependent variable i.e. Customer Perception.
For Flexibility the p value is .004 which is less than .05 that means we will
hypothesis that is H1: βi ≠ 0.The coefficient .260 of Flexibility will have a
For Security the p value is .006 which is less than .05 that means we will
hypothesis that is H1: βi ≠ 0.The coefficient -.261 of Security will have a
For Convenience the p value is .027 which is less than .05 that means we
will reject the null hypothesis is Ho: βi= 0 therefore we will accept the
alternative hypothesis that is H1: βi ≠ 0.The coefficient -.288 of Convenience
~ 120 ~
will have a significant effect on the dependent variable i.e. Customer
Perception.
For Responsiveness the p value is .001 which is less than .05 that means we
will reject the null hypothesis is Ho: βi= 0 therefore we will accept the
alternative hypothesis that is H1: βi ≠ 0.The coefficient -.379 of Flexibility
will have a significant effect on the dependent variable i.e. Customer
Perception.
For Empathy the p value is .005 which is less than .05 that means we will
hypothesis that is H1: βi ≠ 0.The coefficient -.277 of Empathy will have a
Residuals Statisticsa
Minimum Maximum Mean Std. Deviation N
Predicted Value 1.66 4.12 2.70 .562 100

Residual -1.155 1.916 .000 .680 100
Std. Predicted Value -1.850 2.523 .000 1.000 100
Std. Residual -1.647 2.731 .000 .969 100
a. Dependent Variable: Overall you are pleased by TBL online banking
~ 121 ~
27. Recommendations:
Incentive program for workers both should be changed as like the targets
for achieving some missions are same for everyone
Need more training on products and services as many employees are still
lacking in knowledge.
Offer profit sharing opportunities will make the employees more
committed to work.
Performance appraisal procedure should be same for everyone as part
timers and full timers are being judged on different points and issues.
In internal recruiting more fairness needed and it should be based on true
performance whereas they are still facing some severe problems in recruiting
internal employees.
Also while recruiting external employees’ recruitment process should be
more precise and exact to select the best one from a huge applicant pool.
Some opportunities should be given to everybody like use of transport for
free whereas they have to pay for that and that is creating dissatisfaction
among the employees.
There is some biasness in recruiting and in performance evaluation
procedure and they should eliminate that biasness by allowing more
surveillance and monitoring authority.
~ 122 ~
In some cases they should be flexible like for the part time workers who
are working besides there study so sometimes it quite harder for them to
manage the work with study. So more flexible options will allow them to
work more freely and with concentration and ultimately that will create
satisfaction.
28. Limitation of the Study:

In preparing the report, I have experienced some acute problems that have, to
some extent, affected the presentation of the report. The acute problems were
a) Lack of information or data
Bank is a sophisticated business sector. So the bank was not interested to
provide me confidential data. As a result, in my report there is a confidential
data limitation. The only report I have had to depend on is the auditor’s
reports that are devoid of explanation and trend analysis. Moreover, the bank
has no organized product publicity, documents or leaflets for all the
products.
b) Time constraint
It is something like impossible to cover the entire customer perception about
online banking of Trust Bank Limited phenomena exploiting a three month
time period while an employee or an officer is awarded with one or two year
~ 123 ~
probationary period to do his or her particular job. Moreover, I was not
assigned for a specific task in each day. So I was not able to understand
banking activities deeply.
c) Comparison status
I have had no opportunity to compare the customer perception about online
banking of Trust Bank Limited with that of other contemporary and common
size banks. It was mainly because of the shortage of time and internship
nature.
In spite of all the drawbacks faced, everything has been managed well at the
end. I believe the report is a quality report on customer perception about
online banking of Trust Bank Limited. So, readers are requested to consider
these limitations while reading and justifying any part of my study.
29. Conclusion:
Trust Bank is the most promising private commercial bank in Bangladesh.
Everyday Trust Bank makes an effort to increase their product and services
although they provide a wide range of product and services to their
customers. The bank is spreading its operation through all over the
Bangladesh. Recently this bank has 45 branches in all over the Bangladesh.
So very recent it will increase their branches to meet up the people demand.
It is committed to provide high quality financial services/products to
contribute to the growth of GDP of the country and the growth of
~ 124 ~
industrialization, boosting up export, creating employment opportunity for
the educated youth, raising standard of living of limited income group and
overall sustainable socioeconomic development of the country. The bank is
maintaining a well-structured communication from top to bottom level. The
work experience in the Trust Bank, Kafrul Branch for the period of
internship program was very enlightening. All officers of this branch were
cooperative and very friendly in their attitude. Job environment in Trust
Bank, Kafrul Branch is excellent. At the same time, the service provided by
the officers of this branch is praiseworthy compared to other competitive
private and foreign banks even though customers are not that satisfied about
trust bank online services. As a concluding remark it can say if any
organization wants to increases their service quality they have to satisfy their
employees. Though it is difficult to satisfy everyone in the organization but
if the authority tries to reduce the stress and tension level of the employees
then they will become loyal towards their organization. It can be hope that in
the near future Trust Bank will give more focus on online banking and able
to provide high quality and reliable online banking service.
30. Reference:
http://articles.economictimes.indiatimes.com/keyword/online-banking
http://money.usnews.com/money/personal-finance/articles/2011/06/13/is-it-
safe-to-bank-online
~ 125 ~
http://www.buzzle.com/articles/internet-banking/
http://www.investorguide.com/igu-article-513-banking-overview-of-online-
banking-and-related-issues.html
http://www.arraydev.com/commerce/jibc/articles.htm
http://banking.about.com/od/savings/a/3onlinebankacct.htm
http://banking.about.com/od/howtobank/a/online-banking-backup-tips.htm
http://www.pcworld.com/article/117757/does_online_banking_put_your_mo
ney_at_risk.html
http://www.bbc.co.uk/news/technology-16812064
http://www.apapracticecentral.org/business/finances/online-banking.aspx
http://www.telegraph.co.uk/finance/personalfinance/consumertips/banking/7
411216/How-to-beat-online-banking-fraud.html
www.trustbanklimited.com.bd
Notes
~ 126 ~

Internship Report On Trust Bank Limited

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Internship Report On Trust Bank Limited

Uploaded by

Copyright:

Available Formats

Customer perception about Online Banking

how independent variables such as Reliability, Responsiveness, Empathy, Security, Flexibility,

the bank is going to take. This is the organizational part of my project.

becomes a top rated wealthy bank in the banking sector.

looking for and their experience regarding online service.

3. Objective of the report:

report can be summarized as follows:

they persuade themselves about online banking as a medium of modern banking.

a) To have practical exposures in different banking activities through online.

of Trust Bank Limited

retain the clients

online services offered by Trust Bank Limited

e) At least to relate academic knowledge with practical experience in several functions

f) To know about the management style and organization structure of TBL

4. Significance of the Study:

how they became so successful.

make it a qualitative work.

5. Expected Findings or Hypothesis:

H01: Brand image highly effect online banking.

H02: Education has association with online banking.

H04: Security is correlated with online banking

mean test, and regression and so on.

The report will be based on both primary and secondary data.

Dependent variables: Customers perception

Independent Variables: Online Banking (Reliability, Responsiveness, Empathy, Security,

targeting them to do the survey on.

 Age : 18 and above

 Sex : Both male and female clients of the bank

 Non–Probability Sampling: I plan to go for Convenience Sampling. As I would be

interviewing and conducting my survey on anyone who is a TBL customer, thus my

technique falls under the convenience sampling category.

whoever is a TBL service user).

Data analysis & presentation techniques:

understanding and clarity.

ATM services for its customers.

meet the demands of its customers.

nationwide without needing to open multiple accounts in multiple Branches.

to provide better services towards fulfillment of growing demands of its customers.

8. Name and Location:

Registered Name: Trust Bank Limited (TBL)

Registered Head Office: People’s Insurance Bhaban (2nd, 15th &

Phone: 9566764, 9566418, Telex: 880-2-9556988

Date of Incorporation: June 02,1999

Banking License received on: 15th July, 1999

Certificate of incorporation received on :17th June, 1999

Certificate of Commencement of business received on: 17th June, 1999

First branch licenses on: 9th August, 1999

Formal inauguration on: 29th November, 1999

Sponsor Shareholders: Army Welfare Trust

Inauguration of First Branch: August 03, 1999

Auditor: M/S Pinki & Co.

Room No: 82-83 (3rd Floor)

Aziz Super Market Shahabag, Dhaka.

Authorized Capital: Taka 5000 million (as of 2011)

Paid up Capital: Taka 2661.13 million ( as of 2011)

Chairman Vice Chairman

Maj Gen Md. Matiur Rahman,

Brig Gen Md Zillur Rahman, ndc, psc

MCPS, MSC Brig Gen Md Aminul Hasan, ndc,

Brig Gen Mahbubul Karim psc

Brig Gen Md Rafiqul Islam, ndc, Managing Director

Brig Gen Md Shawkat Hossain,

psc Company Secretary