Abstract Now days banking sector ix. a dynamic tool to handle the financial system of a country. part in Banks have to launch innovative product such as online banking to lure the customers. Aud 1 opt for tak ernship report regarding online banking. of Sonali bank limited. Sonali bank limited is one of the eminent govt. Bank of Bangladeshi think here is some scopes to work on online banking services .My report title is ‘Measuring customer satisfaction regarding online banking of Sonali bank limited ( A case study on parbatipur branch, Dinajpur).1 conduct survey on the customers of parbatipur branch, Dinajpur regarding online banking on the basis of questionnaire. Here my objectives was to find the satisfaction level of customers over online banking, finding problems and providing recommendations for the betterment of delivering online services. After onducting survey, | think there are some problems in Sonali bank limited regarding online banking. Majority of the customers are not satisfied over the online banking vice of Sonali Bank limited , especially over the ATM card issues and long delivery ime. The bank Authority should concern about the delivery time and convenient service.Sadent’ » Deccaranion ecartion of perisar Deetaration of Ca-Superisar cpnwiedgement a List of Cantents Chaoter- toduction Dures P Chapter-IV Chapter-V: RESULT ANALYSIS AND FINDINGS Chapter-VIs RECOMMENDATION AND : CONCLUSION 8 Q 9CHAPTER-ONE. INTRODUCTION We all know, bank is an inevitable financial institution in modern to cope up with financial issues. Financial Institutions mainly Banks play a pivetal role in matching @ deposi On the other hand, banks are conducting their activities in a high competitive fina and lenders and channeling money and making the Economy more efficient ial eliver more in market. So, it is obvious for all banks to d ‘ative products to their YS, online banking is 2 suitable way to lure the customers. It customers and now a da; makes the banking transection comfortable for the customers. Online banking plays @ cant role in financial sector of Bangladesh as an emerging digital country ver before. Global financial crisis, share market crash, recessions and other factors affected the banking So banks should position themselves at 2 unique place in the minds of the making loan applications etc from a secured website of the bank. E- Banking hes opened up 2 new field of competition for banks. To operate online an cuscomer number and password. E- Banking has started in the 1980s ladesh. y 2 new concept in B stively related to E- Banking. It is believed that customers the market place today. The competition in the banking industry is and it is the bank's priorizy to satisfy its respective cusomer very competitive nowadays. Customer is considered to nk Their satisfaction level is very important to the deal with the E- banking activities of the bank E- Mos cus banking services competition. It becomes very imporant toNano the sects ant th WHT A HTH a Wililioe ALE hank ig syatene at Sonal) Hank bad, Pubitipar Hai th Noe Alhee otaalabeann ad Ne SDI SLANT AE Hib: feparl be Meas ing customer satistietion fe (aw atbe ailing Banklag serviios abs Whig) Series AE NTE GV ease otuly on Parbatipue braneh, Dinajpar).” ALO ortive ok he repant The objectives ab ihe Stuly are 4 Daknony the avenviay @G Sonali bank tl Fav favo the aniline banking soryiows of’ Sonall bank ted 2 Hahn tho customer sathdietion level (awards the onting banking service of Sonali bank Ul fe Vovidontity the problems rogutting the onting banking serves of Sonali bank Ut © Yoprovide timportant suggestions fo avereome the problem 1d Methodology of the Report Ladd Researeh Design: the methodokogy is the strongest pat aPany research in whic the research process and dlsign is explained fom top to bottom, The process through whieh the researeh will be comduct is explained in deeper detail {hom researel type to feldaerk or data analysis, To 1 is compulsory to design the methods of ve research result, contains several steps which are needed to be get an error flee anal eee methodology doing research property, The chor andl Ltried my level best t0.do so, followed strictly by the rese: 14.2 Data Collection Method: secondary data have been ty order fo conduct this internship report boule primary’ 4 utilized. the followings: ‘The primary sources: of data include © Questionnaire development © Suvey © Observation Page 2 of 36* Direct conversation with the clients © Face to face conversation The secondary sources of data nclude the followings: * Annual report of SBL © Different publications of SBL © Internal records of the bank Internet ¢ Population: Customers of SBL, Parbatipur Branch is my elements of research. © Sampling size: Sample size of this study for questionnaire is 50 customers of SBL, Parbatipur Branch. © Sampling technique: In this research simple random sampling technique was used to collect data. 1.5 Limitations e The first limitation of the study is the time constraint: the duration of the report ‘was very short. e The survey process is lengthy. e Sometimes the customers do not want to cooperate. e The officers of the bank are busy to provide information. © Some demographic information might have been given false.aver EWO LY ERATURE REVIEW 2.1 Literature Review E- Banking is the fastest erowving vice tha on ne customers (Mood, showy Mat banks ean offer in order to Hain and retain The rise of E-Banking is also due to its customer as well. From the bank's ee : Banking remains one of the cheapest and more efficient delivery channels (sce Pikkarainen of al, 2004). and web-browser. Online banking, also known as internet bankin enables customers of a bank or other financial institution to conduct a range of financial transactions through the financial institution's website, The online banking system will typically connect to or be Part of the core banking system Operated by a bank and is in contrast to branch banking which was the traditional way customers accessed banking services. Today, "virtual banks" (or “direct banks”) have only an internet presence, which enables them to lower costs than traditional brick-and-mortar banks. Ongkasuwan and Tantichattanon (2002) defined Internet banking service as banking service that allows customers to access and perform financial transactions on their bank accounts from their Computers with Internet connection. On-line, real-time banking services have now become a birth right of the customer as the customer demands the flexibility of operating an account in any branch of a bank irrespective of which branch the account was domiciled (Bank Away, 2001). E-service quality can be explained as an overall customer evaluation about e-service delivery in the marketplace which is virtual Santos, J. (2003). re HOTEL MOIMMMAD DANESH SCIENCE SL TECHNOLOGY UNIVERSITY, DINAROUR, Page 4 of 2Customer ri nt_ mean: s services wanted by s equirement ans the ut tilities from Na products ai id ser ante customer before adopting any product or ice (PK a NY Product or service (P Kotler) ler © of the product and convey positive are an important part ofthe service industry (Mishkin, 2001), Customer satisfaction 'S typically defined as a post consumption evaluative judgement concerning a specific product or servi 996. TI - te product or service (Gunderson, Heide and Olsson, 1996. The most widely accepted c izati n conc ; 0 Pted conceptualization of the customer satisfaction con ept is the expectancy disconfirmation theory (MeQuitty, Finn and Wiley, 2000), Customer oaeaas (often abbreviated as CSAT, more correctly CSat) is a term frequently used in marketing. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals. Expectations of a customer on a product tell us his anticipated performance for that product. As it is suggested in the literature, consumers may have various "types" of expectations when forming opinions about a product's anticipated performance. For example, four types of expectations are identified by Miller (1977): ideal, expected, minimum tolerable, and desirable. While, Day (1977) indicated among expectations, the ‘ones that are about the costs, the product nature, the efforts in obtaining benefits and lastly expectations of social values. n is defined as a collection of According to Saha and Zhao (2005), customer satisfaction n and psychological reactions to the consumption outcome of perception, evaluatior experience with a product/service.CHAPTER-THRER, AN OVERVIEW OF SONALI BANK LTD, 3.1 Establishment: which was established to finance the jute sector in East Pakistan in the early period of Pakistan. After the birth of Bangladesh on 16" December 1971, newly formed Sonali Bank for mass banking Sot special facilities from the government to work on behalf of Bangladesh bank in those areas where Bangladesh bank is not available. With the increase of commercial and by virtue of performance within a few years, it becomes the largest commercial bank of the Country with 1181 branches up to now. 3.2 Management: The management of the bank is vested on a board of directors, subject to overall supervision and directions on policy matters by the board which is constituted in terms of Bangladesh bank (Nationalization) Order 1972 (Figure-2.1). Board of directors, constituted by seven members has authority to organize, operate and manage its affairs on commercial consideration within the board policy of government. There are directors appointed by the government. Other members of the board including MD are also government appointed out of that at least three have the experience in the field of Finance, Banking, Trade, Commerce, Industry and Agriculture. The managing director is the Chief Executive of bank. He executes all the activities under the direction of board. All line and staff personnel of bank’s are own recruitment except member of board of Direction.Hood ot Divertarg Manayinn Dirertay Deputy Monnpionn Divert Cenerl mannpers 7 | Depty Generating bere Assintant Gener st mann 9 Ciple Officers Principle Offieers | Senior Officers | Officers ior igus 2.0 Mieraehy af Position 3.3 Organization: Sonali Bank is the larpest an nk 19 the Jaret nationalized commercial bank of the e y. W has extended 1141 branche: through « Oe HI out the country and abroad to serve the nation, ‘There are two, Sonali Exchange Compa i v DNpany IMcorporations (SUCH) in UAS and others are in planning stage. The head office of the bank 4 Tice of the Dank in located at motijheel commercial Area, Dhaka that is the controlling Headquarter (Figure-2.2), 10 hus cight GM. officers: in six Divisional Headquarters and twenty six principle Officers and thirty two headed by Regional headed by AGM Officers, Principle Officers is headed by DGM and each Department is Different grade officers depending, on the size and nature of branch head the branches, jurisdiction over the entire area of a District ie. the Kk el within the district, is under control and Principal office Headquarter Jministrative zone of the District, The principle office is the local point of the regional officer is situated in the T hana leve supervision of the principle office of the district, Regional officer are responsible tor their activities to the principle office, ads exercise control and supervision overall the branches within their cad of principle office informed the progress of their Regional jurisdiction and keep the h respective areas form time to time. aciple office Regional Office | Branch + Functional Hierarchy nw eeall HOOK ACW panees Namo of the Cc Chairman Managing Director & CO, Company § Leal Status Genesis Date of Incorporation Date of Vendor's Agreement tered Office Authorised Capital Paid-up Number of Employee Phone-PABX FAX swirt Website E-mail Sonali tank 1 Mr VazleKabir Mr Pradip Kumar Dutta Mr. A.K.M SajedurRahman Khan Public Limited Company Hmerged as Nationalised Commercial Bank in 1972, following the Bangladesh Bank (Nationlisation) Order No. 1972 (PO No.26 of 1972) 03 June, 2007 15 November, 2007 _ 35-42, 44 Motijheel Commercial Area, Dhaka, Bangladesh : Taka 6000.00 Crore : Taka 3830.00 Crore + 22,446 : 9550426-31, 33, 34, 9552924 88-02-9561410, 9552007 : BSONBDDH ‘www.sonalibank.com.bd itd@sonalibank.com.bd Aare Morgen DAY SIF SCHENCE SL TECHNDLOGY UNTRERSETY, DINER PageFIMInciAl 864 ViCO8 hye iv 10 be expected that SMH se, sn Wenernnen v4 DUD Hie ne monitored in the AW the Wd be heey Hee YA, Hervey ‘ % berwever, wercernnmerts have Wied 1 hans a tn a spending, 1976 10 now, the offset of th lucertainty (0 Financial make Mivestinent hy business. uring the © poticien has been to add m diene c16 alread Wore, in : in Of He neh "which we crisis, the commodity boon, in Y huctuation wildly beaut: of the ation and controlled exebven aes Besides yovernment in a bj Bovernment is a big, problem Yor the nationalized banle in Hangladent Government forces 10 the nationalized bank 10 insider te a ending, lend w yomanenctn’s priority sector, state-owned colerprises, sick 8 provide exem industri ; , borromers with polit influence as well ; . PliOn schemes to fulfill its pre-election coment 986-87 and 1991 percent respectively of total bank loan utstandin, The loan exemption program of 1 92 exesmpred \1.37 porosmt enh 25 18. As a result, nationalized comm banks are burdened with very large cla ied loans (32 percent of total loans) ayzinst which very large provisions had to be made which affected profit position adversely. Classified loans in the country’s banking sectors on June 30, 1996 amount to 33.0 percent of total loans. It was 34.9 Percent as on December 31, 1993. However, net income of local banks is drastically reduced, as the required to maintain very large provisions for bed debts and interest suspense accounts, 3.6 Vision & Mission Vision: Socially committed leading banking institution with global presence. Mission: i i eed Dedicated to extend a whole range of quality products that support divergent ne it people aim eir lives, creating value for the eholders aiming at enriching th ive ig for the stakehol i the country. contributing towards socio-economic development of t! AUR Pag Iyrveasity, DIN eocoGY UNIVERSITY, DIN SIE SCIENCE L TECHNOLOGY my neat gt DANES SCENT Magna MOWUMMADSlogan: “Your trusted partner in j er in innovatin ‘ting banking” y rvices of Sonali Bank Limited: cipal Activity of the Bank: The principal activities of the bank an rank are ¢ To facilitate and handle all kind: : s of commercial banki , authorized by B; mmercial banking services to its customers angladesh Bank, To perform Government Treg ASUTY functio Bangladesh Bank. ns and also act as an agent of To export and j import trade of Ban, i ladesh with other i : ea countries under various ¢ Intemational banking. Subsidiary: A subsidiary company named Sonali Exchange co. Inc. was incorporated on 4 April, 1994 under laws of the state of New York, Department of State, licenced on 17 October, 1994 by the State of New York Banking Department and commenced operation as an International Money Remitter from 12 December, 1994 Associate: On 4 November, 1998 Sonali Bank notified the financial Service Authority of the UK of its intention to voluntarily surrender the banking license for Sonali Bank UK branch with effect from June 30, 1990. Sonali Bank UK branch had extinguished all its retail deposits by 30 June, 1999 and is not permitted to accept any further deposits from the date. Bur a representative was there till 7 December, 2001. A subsidiary money remitting company under the name of Sonali Trade and Finance (UK) Limited has been incorporated under the UK company act of 1985. The company has been allowed to start its function as a bank from 7 December, 2001 (the operation activities was started on 10 December, 2001) by the Financial Service Authority of UK changing its name as Sonali Bank (UK.) Ltd. 51% share capital of the newly renamed company is held by the Peoples’ Republic of Bangladesh and remaining 49% by Sonali Bank. tf TecHNOCGY UNTBERSIIY, DNTP, Page 10 0f3Accomnt Seetion: This in A Very MMH crUctal section fay g Wel business con alopartinet HUME A COMME AT DANK. tee eV Aw such this is 9 erueial ave maintained here Sords oF all the transactions of Accounts section verifies al tiy Working day all the and disetepaney The Very department tuansietions Every ancial accounts and contents of ACCOUNLS ate nalanced and reconciled to remove Overall Activities af accoNNtS section ate as follows * Record all transactions in the cash book + Record all transactions in general ‘and subsidiary ledger * Prepare daily fund fimetion, Weekly position, periodic statement of affairs ete * Prepare necessary statements for reporting, purpose * Make salary statement and pay salary © Pay all expenditures ‘on behalf of the branch © Branch to branch fund remittance and. support for account treatment, © Budgeting for branch, ° Make charges for different types of duties Ancillary Services Sonali Bank Limited offers multiple special services with its network of brancl throughout the country in addition to its normal banking operations. Collection: © Gas bills ¢ Electricity bills © Telephone bills © Water/sewerage bills © ~Municipal holding tax i a ENOL: SE eH Us BR INERSEY, DINFPUR, ILAgTe MOIMNAD DANTSH SCHENCE FEIN LOGY UNIVERS+ Maeport Hox, Van hen wnt ave 2 Coston ® one 2 Souree tay & VAL = dakat tind Mail deposit © Land development tay yinents 2 Pension of employees of Government and other corporate bodies © Bangladesh Bank employees pension © Army pension . stipend/scholarship © Govt. & Non-Govt. teachers’ salary Food procurement bill on behalf of the Govt Social Services: e Old age allowances e Widows, divorcees and destitute women allowances e Freedom fighters’ allowances Rehabilitation allowances for acid survival women Maternal allowances for poor womensale & Encashment/Parchase: 2 Savings Certificates 2 1CB Unit Certit «Prize Bonds * Wag Earner’s Development Bonds ¢ US Dollar Premium & Investment Bond * Lottery tickets of different Semi-Govt. and Autonomous Bodies * Sanchaypatra + Public Service Commission's application form * Judicial Service Commission’s application form + Exchange of soiled/torn notes Misc. Services: + Bank a/c information of tax payee client according to demand of NBR. e Local Governance ‘Support Project e Enlist of Non Government Insurance Company Other Activities Memorandum of Understanding (MOU): A memorandum of understanding has been signed by the bank with Bangladesh Bank or 30.06.2004. The memorandum embodies some specific conditions to be fulfille regarding monitoring and supervision of loans and advances including recovery classified loans. Risk Management: Like any other business, risks are also inherent in banking business. But the risk complex and multi-dimensional. Although remarkable progress has been made ield of risk management in international areas, no structural policy/developmentle in thy identified! 5 (Five) ggy © area guidelines 10 5 areay ! 1 Credit risks 2, Asset and lability/balance h © Sheet risk, S 4, Foreign exchange risky 4, Money laundering ri 8 Tisks and 5, Internal control and 5 Compliance ri Ce risks, Personnel: ‘The total manpower of t! 7 the bank as on 30 06.20 officers and 11527 were stats 2008 was 23754 of which 12227 were Sonali Bank stat? colle Khulna and ewe, Dhaka along with three insiutes at Chittagong, Rejshai hu ind on i ie training center at Bogra have been conducting trainit ing. programs covering total banking activities in o i icers in order to impart traini : : raining to all categori and staff of sonali Bar s ategories of offi Library: Sonali Bank central library is replete with a huge collection of books on diverse and multifarious discipline, The library has also been enriched with the most recently published books on Banking, Management, Accounting, agriculture, Industrial Finance, n is increasing Economics, Computer, and on many other disciplines and its collectio every year. Customer Servic tomer service sonali Bank has started in addition to vice and one stop servi hed SWIFT (Society 12 branches. The b To ensure qualified cus! : ce, To facilitate the foreign for Worldwide Interbank ank has launched computerization corporate client set ‘onali Bank has Jauncl exchange activities S tion) system in i Finance and Telecommunica Page 14 0f 36UIE SeEVICg. Luter AEE s6 Vie MOL ALY We and R, Vayste MI Ready cash g, MOM in Various imp, ae “important pl neh sh, ‘The bank has taken a 8 Products of Son, fo. ali Rawk Laat exe seal Pooshipmont gp HMENER Pog hipment), pacilitating supplig 8 ctedit LCs (Letters of Credit Guarantees in foreign cure, ACY = Bid Kl bond = Perk guarantee Md ~ Performance guarantee « Advance 8 g = Advance payment purchasing discounting Remittance, collection, purchases requ Purchases and sales of foreign Currency & traveler’: er 'y & traveler's cheques NRAT Now-Resident Account in Taka) NECD AC (Non-Resident Foreign currency Da posit) RECD AC (Resident Foreign Currency Deposit) Convertible and non-convertible taka account Forward contracts Conespondent banking relations The products and services are provided through a well-established large network of authorized branches all over the country ‘Types of Account: Accounts department is the most important functional area of this branch, The following types of accounts are maintained in this bank: IC L Bixed deposit 2 Short term deposits AC 3 Deposit pension scheme (DPS) NC Page 15 of 36i Bank speci: Pecial deposit & pensio, scheme Aj c 5 Savings deposits A/C 9 Current deposits A/C Cal : deposits i Cand + Sundry deposit Accounts, Remittance: stem of transmitting or sendin, ther branch of the Ig MG Money from one branch to anot! another same bank or from one bank to another bank within a country or outside th outside the country is known as remittance. It js i S One of the important functional areas of a bank. as of a bank. A bank can eam handsome fees as commission from the 4 © dealings of money remittance. During my internship program I have : gathered practical experience about how money is remitted fi e branch to another branch of a bank or fr yank from one branch to another brane! ink or from one bank to another b: jother ban! Types of Remittance: Remittance can be of two types: A) Inland Remittance ) Foreign Remittance A) Inland Remittance: yy is remitted within a country through proper banking channel, it is termed as nali Bank, Rajshahi medical college hospital Branch deals a lot of When mone: inland remittance. Sor inland remittance at every working day. Modes of Inland Remittance: 1)Demand Draft (DD): emitting fund. It is order to pay money drawn DD is the most widely used instrument ofr fof same bank for a particular amount of fa bank upon another brancl by one branch of eto order and demand. 14 money that is payabl Page 16 of 362) Mail Transfer (MrT); MT is another widely di “UME of rem; nitting fund f same bank. 1 '# fund from one branch of a bank to ind from one bank to another another branch of thy is not use ae MT is nearly same as DD Se 10 remit fy 3) Telegraphic Transfer (Tr): TT is the fastest means of rer is iting fund between two branches of the same bank. Fund a cannot be remitted from one bank to another bank through ‘Tr Foreign Remittance: other govt. authorized agencies is called foreign remittance. The Sonali Bank, Mirpur Shilpa Elaka Branch, Dhaka does not provide foreign remittance facility to its customer directly. 3.9 Duties Performed in the General Banking: General banking is the one of the most important department of every banking transaction. During the internship period I learn most this section. 1 did my work in the following section under general banking Dit 1, Account opening. 2. Account closing. 3. Cheque Issue. 4. Local Remittance. 5. Clearing House Section. 6. Dispatch section.cu APTER-FOL IR E- BANKING SE SOR si MIT SERVICES Or ¢ SONALI BANK LIMI 7 A ED 4.1 General E banking services: 175 branches are on live i ! n live operation. Out of 1202 branches at h ‘anches at home, 1181 branches have already been entered in the automation network, etwork, Foreign Remittance: Bank's own in-house software "Remittance Management System" (RMS+), havin; among others, the feature of paying foreign remittance instantly over the a is vein implemented at all branches, This web based software provides digital services to te expatriates through its unique advantage of sending confirmation message to the mobile phone of the remitter/beneficiary. ATM Sonali Bank Limited is a member of Q-Cash ATM network. At present the bank has 53 enjoy the access to the ATMs and POS of ATM booths. Sonali Bank's ATM cardholders of Q-Cash consortium. Sonali Dutch Bangla Bank Ltd. and Brac Bank Ltd. besides those Bank recently launched Credit Card. Online and SMS Banking: are included in the Online Any Branch Banking in 73 branches. The bank is seriously Banking network gradually. At present 109 branches of Sonali Banks (ABB) network. SMS Banking service is runnig | branches in the Real-time E- working on connecting all so rendering SMS banking services. Branches having ABB facility are al4.2.Q-Cash ATM Network 4.3 Features of SBL O-Cash ary y, M Network: « Sonali Bank Limited hg Stited has introduced Proprietary Debit & Credit cards. Card holder can easily pay uti ‘an easily pay utility bills like- Water, Telephone, Gas ete It is easy to remi emit funds among the participating branches of the Bank. 24 hours Transactions is available Itis a risk less Cash carrying facility Cashless purchase can be made from specific Point of Sales (POS). Only designed Branches of Bangladesh deal Q-Cash cards. Branches of District and Upazilla level will introduce Sonali Bank Q-Cash card within shortest possible time. 4.4 Debit/Credit Card services: Sonali Debit Card Facilities: Sonali Bank Limited is one of the member bank of Q-Cash Consortium. Card holder of Sonali Bank Limited can use ATMs of consortium member banks, Dutch-Bangla bank and BRAC bank limited. Member Banks of Q-Cash Consortium: ¢ Sonali Bank Limited * Basic Bank Limited « IFIC Bank Limited © Janata Bank Limited National Bank Limited © Pubali Bank Limited © Trust Bank Limited+ ICB Islamic Bank Limited i Social Islamic Bank Limi imited Bangladesh Commerce Bank Li ‘imited e State Bank of India Eastern Bank Limited ¢ Jamuna Bank Limited e Markentile Bank Limited « NCC Bank Limited e Shahjalal Islamic Bank Limited e The City Bank Limited e Standard Bank Limited e Uttara Bank Limited e Bank Asia Limited e Mutual Trust Bank Limited Debit and Credit card holder of Sonali Bank Limited can use under mentioned ATM Booth and shopping centre and Point of Sale (POS): Other Bank Transaction Charges per Transaction including VAT: 22 Q-Cash Member Banks = Tk 11.50 Omnibus Network (Brac Bank) = Tk 17.25 Dutch Bangla Bank = Tk 34.50Cr TAPTER-FIVE RESuU| LT ANALYSIS AND FINDINGS level can be changed day by day. T. To : : ae 'y- To run business successfully, every organization must measure its customer's satisfaction level. In SBL . : I meet many customers, some of them are satisfied with SBL at the same time Te a some are dissatisfied. Same facilities can not satis! ie entire Customer Hi 4 y ” at the same time. It varies from customer to customer because of age, profession, sex, culture. Banking is a service oriented business. They are providing E-banking service to attract the customer. They are the key element of business. So Banks are mostly emphasizing on providing better and quality E-banking service to the customer. They should more concern about what type of E- banking service they are providing. Now in the market there are tough competitions among banks. Here we have taken information from the general customer of the bank who has taken service from the bank at different times. So we have taken the information from 50 general people who have divided E-banking service quality into some criteria such as strongly disagree, disagree, neutral, agree and strongly agree.5.1 Analysis: Skill of the staff ang employee, SOF the ta, MI over ilful Skillful employees are im, ‘banking intelligently with the a POrtaNt for any SI jl tomers, ak. The salt provide more Privileges to SBL. always ry 4 8 and employe satisfaction level of the; the customers than h © moti cir custom ran other bank Crs rey 8D should act le their customers, ‘They Jere 1 tried to find out the over E-banking? gard ; is "ni the skill ofthe staff and the emp employees Table: 1 [Responses J Strongly Disagree [ Frequency Disagree 31 i Neutral 13 ~ Agree 0 _ Strongly Agree a Sony ar parent stronaly inagree 02% Wswongiy agree Mil Agree Milteural Wl osagree Ml swonahy asagree Figure : Skill ofthe staff and employees of the bank over E-banking e total customers of SBL are fully dissatisfied and of the staffs and the employees of SBL they are satisfied with the skill of the f SBL are not satisfying their Above statistics shows that 62% of the only 4% are fully satisfied with the skill ly 8% customers think that employees. So we can assume that the employees © their skill over E-bat Parbatipur branch. Onl customers with inking Page 22 of 6ne client over E-bankj, 7 E-banking then g the office crs. Clients deposit bank. UStomers will be ¢, £8 are not able to yain the trust of ¢ demotivated and ys dabeal nd vill think 10 switch the Table: 2 Strongly Disagree Disagree __| Percentage 3% = 2s As fa oe Strongly Agree = Sh | 21 | 46% | [42% ronal disagree 2% agree :4%4—— Newtea: 6% Agree 46% Liistrongly agree Bil Agree Ei Neutral Wil Disagree Ei strongly disagree Figure : Confidence and trust on the online-banking of SBL at 42 % of the customers have fully confidence and From the above chart we can see thi ave no confidence and trust.So it is clear that trust over E-banking of SBL and only 2% hi gain the trust of their customers. The the officers of SBL Parbatipur branch are able to majority of customers of this bank agree that they have confidence and trust over E- banking system of SBLsrongly Sisepree of S— pesegree “2% — oe a Here I fou delivering E+ casiomers think the comfon level of mosipdate of E~ ; 7 ACCOUNT information [Response _ re “Surongly Disagree —j——Frequeney 7] "Disagree Percentaze | ~ reraiy agree 36% iNeutra) Ml Disagree Hil Stren sisagrer Figure: Update of E-account informanon ers of SBL Parbatipur branch are aware of their got information and 10° cu fficient information about their now the update inform cs shows that 56% custom 20P 2 customers agree they My statisti stomers are account information, say they don't get sui a neutral Only 14% customers accounts. So we can assume that the customers are able 10 ki heir E-account quiet easily Page 28 of 36rime taken t0 issuance apy card ime is one Of the most imp, 7 ‘ortant el , fe wath the time. They want beste, eM of customer. 1 tvice *. They don’t we fant to compromise gheque and debit card, they wy Within short peri ant fast 5 Period of time. In that case, to issue servi gable + 5 “ [Freq Frequency 28 Percentage 16 36% T 32% z 2% 2 % 4% TIME TAKEN To IssuaNce tm cao stronaly ota0 aye, Mice es ee Figure :Time taken to issuance ATM card of the total customer are said SBL's Cheque Book and nt, For that they are not fully satisfied procedure of SBL, Parbatipur branch, The above figure shows 56% procedure are not excelle ook and ATM card issuing nd only 10% are satisfied. Therefore, in general it can be ue Book and ATM card Issuance ATM card Issuance regarding the Cheque Bi 32% disagree, 2% neutral a said that customers are not satisfied regarding Chea procedure of SBL, Parbatipur branch Page 26 of 36: ent numbers nem friendly. Tt will consiger both SP ATM booths so that 7 . 1 mot customers can aecess ene avsilable ATM booths it can gg NEY and me ofthe gan access ee sustomers. If any bank cant o rere. Tt is the best indicator to KNOW she condition of E-banking system of “oe any bank. able : 6 (Response Saonaly Disagree Frequency Disagree T 30 Percentage | [Neutral 1 - | 1 a } [agree | I = : z Et | | Saonely Agree 1 a ms = Ws } ANRLABLITY OF ATW S0gTHS. a Bees Agee, een wrongly disagree : 60% _ Daagree sts strongly agree MM Agres “Mi Nevirel, Mi Dsagree Figure : Availability of 4 TM booths Here the statistics shows that only 60% customers sre stTonS's dissatisfied and only10°> of ATM booths of SBL. So comparing to the customer are satisfied with the availabilit other segment we can say that customers gidn’t find proper service from it. So here the i is i ‘i x 1s of SBL to satisfaction level is quiet low It ts inevitable to set UP TOE ATM booths of SBL to attract the customeraking, debit card, ban 1, ered 7 redil card fe cs resent days E-banki ' in? King, debit card ang lca 7 it faci tics : ies _qiot 10 satislY Customers projet erly s the bank can not comy IP : lays a vi ind of Fal miys a vital role in banking hose facil ties should be provided. wi Without these “hee te With other banks, gable #7 Response aly Disagree 2 Percentage 3 64% gree 9 os sly Agree 6 d sirongly Ag ; in 8% ‘ann, eet cara, etvon ea Strongly agree 18% = Agree 112% — Nouteat:0% BE strongly agree MM Agree Mi Neutral Mil Disagree il strongly cisagree Figure : E-banking, debit card, credit card facilities 64% customers strongly disagree and 12% customers y is satisfactory. 0% customers BL should work more to Here the percentage shows that debit card and credit card facilit are not satisfied. So here sl banking product easily . agree SBL’s E- banking, are neutral, and 16% customers convince the customer to use their onlinepatine banking service charge q-Anfh Islami Bank provide bankin, LO ey HslOMers. [yp Parhatipur branch, ¢h branch, there ave basis, “oe cUstMETS WHO TARE Eeseriog : "A regu r « charge of SBL, Parbati n batipur branch They are satistied with the § pani sty with the charging system, So here we will find out how much Peroentaye 4 len th 34% 30% Onno banking sevco charge is ststactory strongly disagree : 4% — Disagree : 18% Strongly agree 536% Newieal 8% Agree: isteongly agree Ei Agree ill Neutral BE Disagree El Strongly disagree Figure : Online-banking service charge is satisfactory The above figure shows that 36% customers are fully satisfied with the process of charging facility. Only 18% customers are not satisfied with charging sy banking So itis clear that the charging rate over Ecbanking system is quiet co ystem of E- venient tO the customers,pebanking security aris the MOST important pare _ Or any by nary duty of any bang bank, Peo. : SrrlrCMLmLrTS—~——C—“ ‘CS at ill to motigne ne SUEY and pi roams aac acy. If any bank fils to provi 0 provide “StOmers. So here | sable enough to provid : © securit Y to i tried to find out does SBL is yable: 9 espouse sqongly Disagree Percentage 34% — strongly agree :34 % Agree 250% — Hil strongly agree Hl Agree Mi Neutral Hl Disagree Hil strongly disagree Figure : E-banking securin Ily satisfied with the security system of SBL, 50% are satisfied, 34% customers are ful omer are not satisfied with the E-banking security 125 neutral and only 4% of total cust system of SBL, So here SBL is also able to satisfy their customers over E-banking securityoyceatl ASDF On BL ny “Hankin, 8 Livia to find g yee 2 the Overall ga WESTON OF my: se panhtey ave they sat ; > gant INPOKTATE tisfaction on F. y “banking of customers. This was the i ry stied or a a People, who are dealing with SBL E- pate: 10 gespnnse Oveeatatstastonen Stay 7a Strongly agree :2% oo Aree 8% > Nears 12% strongly disagree 142% Disagree 238% Bi strongly agree MM Agree ME Neutral Ml Disagree Mi Strongly disagree isfaction on E-banking Figure : Overall so ied with E-banking system of SBL tistied, Only 8% Here majority of the customers are overall di fed and 30 So are dis 's that majority of customers The statistics shows that 42% are fully dissatis mm, So if show: Customers are satistied with Y ate not satisfied with E-banking service of SBL, Parbanipur branch6 Relationship g2p between Castomers and bankers ove Etanleng,SAE DODGE Tu te easter anc Ge « ATM booths should6.2. Conclusion panks have their own unj Mique st vow faster and achie mca ' ich g Pore © some long ran "ads to their objectives Some wi Fe at tea RMS Bout onc ctives. Some wishes to sau 7 e ot sierra wos cmmey une er hand some banks want 10 = Y an image of a soun SDL i performance seems the banks do Even though the financial Nine ite tat a micial analysis. on the banks sis banks if very well j 5 prosperous fut ee i has P ure as @ large Govt. bank in the banking industry of Bangladesh, 3 sBL has established i goodwill through innovati ive products and development has oper pened up a new dimension in th In the develo pment Technology ient servi f effici ces and customer satisfaction, Th, aie e bank mus i t cope with this technological advancement its present status over E-banki -banking. Though there are some drawbacks in E-banki technology and employee and empl ing sector of SBL., still modern banking loyer sincerity . progress of SBL in Bangladesh i ‘ Peal ecdmad ae is depended on the envir ; onment, structure, special tures offered b; mn Spt feat y the bank, rapid increase of deposit, investment, profit, dividend on behalf of short time, the public respond over the bank. The aim of the internship program is to gain knowledge of practical banking and to the 3month this practical knowledge with theoretical knowledge. During compare sof E-banking internship program, it is division because of time limitation. not possible to go to the depth or each activities .d with complete satisfaction. rnship program. 1 anking, gram have not been fulfille chieve the objectives of inte 5 future planning over E-b ¢ E-banking service. So, objectives of internship pro: ffort has been given to a jdeline to SBL for it al in the competitiv However, highest ¢! think this report may show a gu! and its successful operation to achieve its ga REFERENCES Traditional banks pein Ans ‘yuiiny, 4, “a WEE A CONE iptv $ [Accessed 2018] doptation of intemet ion, 1999. OME a BEEZ vice quality, 13(03). 7. Metawa and Almossawi, 1998.cusom 2001. The Economics of Money. Banking son-Wesley. W., 2000. Systematically Varying Cusomer Satisfaction end its noice, NY: Acade for product chox MeQuity. F ; of Marketing Science Review. Service Quality and maship between Online a and Social Sciences, ction, Department of Busin Administratior Technology. Sweden. P. (2005). Relatio Lule University ofAPPENDIX (SONALI BANK LTD) Do you have any SBL account? YES || No Name: Mobile: Gender: Male Female Age: Less than 20 20-30 Income level: Toon eae a 40-50 50 & above 40-50 50 & sbove (in thousand per month) Education Primary Secondary —__ Higher Level: Education Education Secondary University Postgraduate Education Strongly | Disagree Neutral) Agree | Strongly Disagree Agree |. Are the staff and employees of the bank skillful at E-banking? 2. Do you have confidence and trust on the online-banking of SBL? FIs the online-banking system _ of SBL comfortable? “4. Do you get enough information about your E- account regularly? 3 Your ATM card was delivered on time. ©. Does SBL provides enough ATM booths? 7. Are you satisfied with E-benking. debit card, credit card facilities? $ SBL online-banking service | charge is satisfactory. © Online-banking security is satisfactory. TO. Overall, are you satisfied with the E-banking service you received?