Sirajam Munira - ID-173004502 - 06-08-2022

RESEARCH REPORT
ON
“Customer satisfaction with bank service: The role of cloud

services, security, E-learning and service quality”
Submitted To
Rubina Easmin
Lecturer
School of Business Administration
East Delta University
Submitted by
Sirajum Munira
ID: 173004502
Major: HRM
Course Code: 600
Course Title: Research
Program: BBA
Date of Submission
02nd July, 2022
i
Letter of Transmittal
02 July, 2022
nd
Rubina Easmin
Lecturer
School of Business Administration (BBA Program)
Subject: Submission of Research report.
Madam,
It is my great honor to submit the research report on “Customer satisfaction with bank
service: The role of cloud services, security, E-learning and service quality”.
The whole experience of this research enabled me to get an insight into the real life situation.
I have tried my best with my knowledge to make a full-fledge report by analyzing all the
requirements you have asked for. Besides this, there may be shortcomings.
I would be grateful if you consider those from excusable manner. I would like to express my
sincere gratitude to you for your guidance and suggestions in preparing the report. I will be
happy to provide any further explanation regarding this research report if necessary.
Sincerely yours
Sirajum Munira
173004502
Major in HRM
Program BBA
School of Business
ii
Letter of Endorsement
To Whom It May Concern
This is to clarify that, Sirajum Munira, ID-173004502, a student of BBA program;

Major in HRM, School of Business, at East Delta University has completed the research
report titled “Customer satisfaction with bank service : The role of cloud services, security,
E-learning and service quality ” successfully under my supervision.
Supervisor
______________
Rubina Easmin
Lecturer
School of Business Administration
iii
Acknowledgement
First of all, I extend my profound gratitude to the Almighty Allah, the omnipresent and
omnipotent, who helped me accomplish this task on time. I feel satisfied and glad that I have
completed this study within specific duration. This research report might never have been
completed without the necessary practical knowledge, assistance of many books, articles,
websites, and primary data. It enhanced my knowledge on employee job satisfaction. Thanks
to all those persons, who have assisted me, providing me co-operation, books and articles, I
would like to express my special gratitude to my faculty supervisor Rubina Easmin, Senior
Lecturer, School of Business (BBA Program), East Delta University, for her motivating
inspiration, kind direction, valuable suggestions & advices during my research report period
and to prepare this report.
iv
Abstract
Interaction between customer and friends is enabled through a number of internet-based

conventions for business and correspondence like the electronic mail World Wide Web and
electronic commerce. Amazon is the biggest e-retailer whereas there is countless number of
such stores operating locally and around the world. Electronics retail stores, stores that are
operated through the internet, provide e-retail offers for the customers. E-retailers have to
provide quality e-service and value to acquire new customers and retain existing ones. As e-
retailers are not generally limited by geographic restrictions, they strive to provide quality
services regardless of territory or region. For example, Amazon, a significant retailer on the
web delivers products through shipment to numerous countries. Cloud services has a number
of dimensions, and researchers selected different ones in different works. In the literature
part, we selected four significant dimensions of e-service quality, which are most normally
used in relevant literature. These dimensions of cloud services will likewise be explored and
their relative effect on steadfastness will be analyzed too. The banking industry is rapidly
developing to utilize e-banking as an efficient and suitable tool to satisfy customers. Online
banking service is the general service suggested by customary banks to provide faster and
more reliable services for customers. With fast technology improvement, e-banking has been
utilized to absorb sub-scribers and conduct banking transactions. Still, the major problem
with e-banking is satisfying customers who are now using Internet banking. Customer
satisfaction is a significant factor in helping banks to keep their competitive advantage.
Therefore, the present investigation aims to examine the factors influencing the satis-faction
of customer with e-banking services. Four factors that can drive customer satisfaction
towards e-banking are cloud services, security, e-learning, and service quality. This study has
utilized the structural equation modeling method to evaluate the causal model with the
measurement model’s validity and reliability. The research model is analyzed based on the
data which are collected from the questionnaires using SMART PLS 3.2. The results have
shown that cloud services, security, e-learning, and service quality are four significant factors
influencing customer satisfaction in using Internet banking services.
v
Table of Content
Contents
Letter of Transmittal..............................................................................................................ii
Letter of Endorsement...........................................................................................................iii
Acknowledgement................................................................................................................iv
Abstract..................................................................................................................................v
Table of Content....................................................................................................................vi
Chapter-01...........................................................................................................................1
Introduction.........................................................................................................................1
1.1 Background of the Study..................................................................................................2
1.2 Statement of the Problems...............................................................................................3
1.3 Research Question............................................................................................................4
1.4 Objectives of the Study....................................................................................................5
1.4.1 Broad Objective:...........................................................................................................5
1.4.2 Specific Objective:........................................................................................................5
1.5 Significance of the Study.................................................................................................5
1.6 Scope of the Study...........................................................................................................5
1.7 Organization of the Study................................................................................................6
Chapter-02...........................................................................................................................7
Company Overview............................................................................................................7
2.1 Company overview:.........................................................................................................8
2.2 Vision...............................................................................................................................8
2.3 Mission.............................................................................................................................8
2.4 Values:..............................................................................................................................8
2.5 Objective..........................................................................................................................9
2.6 Strategy of the Premier Bank Limited..............................................................................9
2.7 Seek first to understand and then be understood............................................................10
2.8 Functions of the Bank:...................................................................................................10
2.9 Division of PBL:............................................................................................................11
2.11 Products and Services of the bank:..............................................................................11
2.12 Product of Premier Bank Limited:...............................................................................12
2.13 Lending Products:........................................................................................................13
2.14 Islamic Banking Operation:.........................................................................................13
2.15 Services of the Bank:....................................................................................................14
vi
2.16 SWIFT No.: PRMRBDDH..........................................................................................15
2.17 My Job Part:.................................................................................................................15
Chapter-03.........................................................................................................................16
Literature Review..............................................................................................................16
LITERATURE REVIEW.....................................................................................................17
3.1 Cloud services, security, E-learning and service quality...............................................17
3.2 Consumer Decision Making Process..............................................................................17
3.3 Concept of Cloud services, security, E-learning and service quality.............................18
3.3.1 E-learning and service quality.............................................................................18
3.3.2 Cloud services.....................................................................................................19
3.3 Dimensions of Cloud services........................................................................................21
3.4 The Expectancy Disconfirmation with Performance Model..........................................21
3.5 Customer Satisfaction....................................................................................................22
3.6 Consumer Loyalty..........................................................................................................23
Chapter-4...........................................................................................................................27
Methodology.....................................................................................................................27
4.1 Model of the study:........................................................................................................28
4.2 Study Group:..................................................................................................................28
4.3 Sources of Data:.............................................................................................................28
4.2.1 Primary sources of data.......................................................................................28
4.2.2 Secondary sources of data:..................................................................................28
4.4 Methods of Data Collection:..........................................................................................28
4.5 Tools of Analysis Data...................................................................................................29
4.6 Limitation of the Study..................................................................................................29
Chapter-5...........................................................................................................................30
Findings and Analysis.......................................................................................................30
5.1 Findings..........................................................................................................................31
5.1 Demographic explanation:.............................................................................................31
5.2 Analysis Explanations....................................................................................................35
5.2.1 Website Design....................................................................................................35
5.2.2 Customer service................................................................................................36
5.2.3 Privacy & Security..............................................................................................37
5.2.4 Experiential.........................................................................................................38
5.2.5 Customer trust.....................................................................................................39
vii
5.2.6 Intention to e-shop..............................................................................................40
Chapter-6...........................................................................................................................41
Findings, Recommendations and Conclusion...................................................................41
6.1 Findings of the Study.....................................................................................................42
6.2 Recommendation:...........................................................................................................43
6.3 Conclusion:....................................................................................................................44
Appendix..............................................................................................................................45
References:...........................................................................................................................49
viii
Chapter-01
Introduction
1
1.1 Background of the Study
Internet is one of the modern developments that literally transformed the world and has
become an integral part of our everyday life. Currently, Internet is going about as a
revolutionary agent that is changing the business world in a powerful manner. With the
blessings of Internet and information technology, presently correspondence and relationship
development between people from any corner of the world have become incredibly easy
Internetworldstats.com (2017). It is widely documented, that the Internet has opened up new
ways for companies to lead their business and interaction with customers Khan, M.,
Mahapatra, S. and Sreekumar, N. (2009).
Individual companies are opening up e-retailing stores to sell their own products. E-retail
marketing has been a famous and easy-to-use stage for the companies and customers for
buying, shopping, and marketing activities Daniel, E. (1999). Consumer electronic industry
has likewise channeled a huge part of exchanges through e-retailing outlets too. These days,
pretty much every consumer electronic organization has own websites to promote and sell the
products and services and they use e-retail marketing to draw in customers and use a variety
of techniques and strategies to create consumer dependability Jayawardhena, C. and Foley, P.
(2000).
Over the most recent two decades, the business-to-customer online retail marketing has
developed quickly. E-retailing through electronic store is developing tremendously and
making an unmistakable place in the market compared to traditional retailing Pikkarainen, K.,
Pikkarainen, T. et al. (2006) . Electronic commerce has emerged as an increasingly critical
business phenomenon in recent years Aladwani, A. (2001). The usage of internet has
increased by 342% worldwide in between the period of December 2021 to December 2022.
However, as the competition is quite fierce and competitors are continually attempting to get
their pie in the market, consumer steadfastness is quite something hard to do Enders, A. and
Jelassi, T. (2000). For example, Coles Myer spends a quarter in every dollar spent for their
faithfulness program called Fly Buys Chau, P. and Lai, V. (2003).
Therefore, it is required to identify factors that impact people’s tendency to use Internet
banking services in improving marketing tactics Malhotra, P. and Singh, B. (2007).
Moreover, since users’ attitudes towards adopting new information technology have a
fundamental influence on the success of information technology adoption, it is essential to
recognize the factors that impact their viewpoints.
2
With the rapid improvement of e-commerce, the Internet, and the financial and banking
sectors, customers are encouraged to use online banking Boston Consulting Group and
Google India (2016).
In addition, information and communication technology (ICT) and the Internet have made a
great change in information and communication transfer IBEF (2016). Studies conducted by
economics researchers have shown that banks’ profitability increases with increasing CS and
loyalty. Customer satisfaction and maintenance are progressively improving into main
success elements in e-banking. It causes current bank managers to take more challenges in
making strategies in continuity to deal and promote e-banking to sustain with them. It can
stay on the same value with the zero Internet or customer constructs with low utilization time
Zeithaml, V. (2002).
1.2 Statement of the Problems

Electronics retail stores, stores that are operated through the internet, provide e-retail offers
for the customers. E-retailers have to provide quality e-service and value to acquire new
customers and retain existing ones. To develop the e-service quality, e-retail stores need to
ensure the excellent of e-service standard that will actually want to create value in the
business-to-consumer (B2C) relationship, which ultimately leads to satisfied and steadfast
customers Fassnacht, M. and Koese, I. (2006). Given the unforgiving competition among the
e-service providers, the nature of service is equally basic as any real world service firm since
it helps them to capture and retain customers Gummerus, J. et al. (2004). As e-retailers are
not generally limited by geographic restrictions, they strive to provide quality services
regardless of territory or region. For example, Amazon, a significant retailer on the web
delivers products through shipment to numerous countries. However, there are clearly
neighborhood e-retailer services who sell products in a certain region. Yet, when we are
considering the issue of service quality, the existing literature upholds that the phenomena are
being concerned as worldwide. Studies are made on measuring cloud services where the
creators didn't restrict the scope inside a certain area Van Riel, A. et al. (2001). SERVQUAL,
a generally accepted model of measuring E-learning and service quality is likewise been
modified to make it applicable for e-services Barrutia, J. and Gilsanz, A. (2009).
Have investigated the effect of customer fulfillment on consumer steadfastness in the context
of e-commerce, and they defined consumer dedication as the favorable attitude of the
customers toward an e-business resulting in repeated purchasing behavior.
3
In traditional service industry, the behavioral consequences of steadfastness have been
documented to be extremely beneficial for the organization Mentioned that it is additionally
correspondingly beneficial in the context of e-commerce services. Steadfast customers create
bonds with the organization and behave differently from non-faithful customers.
Subsequently, consumer devotion impacts behavioral outcomes and, ultimately, it influences
the benefit of an organization decidedly. Steadfast consumers are even able to pay more to
continue business with their preferred retailers rather than bringing about extra expense for
alternative search discovered positive ramifications of dependability on organization revenue
and benefit. (Mattila.A.S, (2001), noted that dependable consumer provide positive verbal
which helps the organization to get more consumers. Accordingly, the importance of
consumer unwaveringness for e-commerce is pretty much as great as traditional commerce, if
not greater.
Notwithstanding industry specificity, geographic context is another significant consideration.
This review will be limited inside the consumer electronic e-retailers and internet users of
didn't find any mentionable effect of culture on the perceived cloud services dimensions.
In case of e-commerce, even satisfied customers are unlikely to repurchase on the same
website, assuming they don't feel like they are getting the best value. Instead, they will seek
for other websites in a continuous effort to track down better value; (Chang H. , (2006b). It is
just a mouse click away in e-commerce settings, so it is important that companies understand
how to construct consumer dedication in online marketing.
1.3 Research Question
Research question is a question or issue that requires a response in the form of a structured
scientific inquiry. Not all problems are research problems because not every problem can be
studied according to the rules of a scientific methodology.
The following questions are defined as research questions of this paper:
 Which factors impact customer’s tendency to use Internet banking services in
improving marketing tactics?
 How modern information technology provides all the banking services to satisfy
customers’ needs?
4
1.4 Objectives of the Study
1.4.1 Broad Objective:

The present study is aimed “Customer satisfaction with bank service: The role of cloud
services, security, E-learning and service quality”.
1.4.2 Specific Objective:
To answer the research questions, it is needed to set the following objectives:
1. To explore the key relationship among cloud services, security, E-learning and service
quality on commercial banks Premier Bank Limited.
2. To solve the issues related to Cloud services, security, E-learning and service quality
2. To explore how cloud services, security, E-learning and service quality on Premier Bank
Limited.
1.5 Significance of the Study

There is a far gap between theoretical knowledge and practical field. Research has been
launched mainly to bridge this gap. The research report is the part of the Bachelor of
Business Administration (BBA) degree that provides the report experience to the students.
The presented report of research report named “Customer satisfaction with bank service : The
role of cloud services, security, E-learning and service quality ” is originated from the partial
fulfillment off the BBA degree conducted by the school of Business in East Delta University.
During the research I was under the faculty supervisor, East Delta University.
1.6 Scope of the Study

The main role of the review is to understand the degree of relationship between cloud
services and consumer steadfastness for e-retailers offering consumer electronic products
online. With 'degree of relationship' we are referring to what the dimensions of cloud services
are meaning for consumer faithfulness. Cloud services have a number of dimensions, and
researchers selected different ones in different works. In the literature part, we selected four
significant dimensions of e-service quality, which are most normally used in relevant
literature. These dimensions of cloud services will likewise be explored and their relative
effect on steadfastness will be analyzed too.
5
1.7 Organization of the Study
Chapter-01
Introduction
Chapter-02
Company Overview
Chapter-03
Literature Review
Chapter-4
Methodology
Chapter-5
Findings and Analysis
Chapter-6
Findings, Recommendations and Conclusion
6
Chapter-02
Company Overview
7
2.1 Company overview:
The Premier Bank Limited is managed by a group of dynamic Board of Directors drawn from
different disciplines. They hold very respectable positions in the society and are from highly
successful group of Businesses and Industries in Bangladesh. The Bank has a very competent
Management Team who have long experience in domestic and international Banking. The
Bank upholds and strictly abides by good corporate governance practices and is subject to the
regulatory supervision of Bangladesh Bank.
 Authorised Capital: BDT 6000.00 Million
 Paid up Capital: BDT 3818.61 Million
2.2 Vision
The bank has a clear vision towards its ultimate destiny – “To be the best amongst the top
financial institutions.”
2.3 Mission
 To be the most caring and customer friendly provider of financial services, creating
opportunities for more people in more places.
 To ensure stability and sound growth while enhancing the value of shareholders
investment.
 To aggressively adopt technology at all levels of operation to improve efficiency and
reduce cost per transaction.
 To ensure a high level of transparency and ethical standards in all business transacted
by the bank.
 To provide congenial atmosphere this will attract competent work force.
 To be socially responsible and strive to uplift the quality of the life by making
effective contribution to national development.
2.4 Values:
 Service first
 Easier banking
 Better relationship
 Assured confidentiality
 Good corporate governance
 Corporate citizenship
8
2.5 Objective
 To encourage and motivate new entrepreneur to establish industries and business in
line with development of the national economy.
 To boost up investment in private sector by financing independently or under
syndication arrangement.
 To financing foreign trade of the country both in export and import.
 To enhance savings tendency of the people by offering attractive and lucrative new
savings scheme.
 To develop the standard of living of the limited income group by offering consumer
credit scheme.
 To boost up mobilization of savings both from urban and rural areas.
 To develop the model of participatory banking.
 To develop competitive, most modern scientific and social welfare oriented banking
institution on the country.
 To finance the industry, trade and commerce through conventional way as well as by
offering various customers friendly credit products.
2.6 Strategy of the Premier Bank Limited

Be Pro-active
We make conscious endeavor to elevate our life and activities. There is no place for fun in
‘Reactive Management’. We learn to anticipate and act.
Begin With the End in Mind
Our every action corresponds to our goal. We set our goal from what lies behind and beyond
us. We begin in earnest to finish in time to pursuing that goal.
Put First Things First
We make a choice for things that make an upbeat difference. Things that matter most are not
put at the mercy of things that matter least.
Think Win-win
Win-win is a frame of mind and heart that constantly seeks mutual benefit an all human
interactions. In our philosophy, we want to see all parties an optimistic winner. A forward
looking planning helps us engage in a win-win relationship.
9
2.7 Seek first to understand and then be understood
We prize our ability to communicate over all other values. Most of the time, we patiently hear
people more than we are heard. We seek first to understand how we are expectedthen we
position ourselves as befittingly as we can.
Synergy
The effect of a combined whole is always greater than the sum of individual parts. The
relationship which the parts have to each other is a part in itself. We believe, every part is
important and each can contribute. We work together with others to build a team work those
results in a better success.
Care and Share Alike for the Society
We care for the feelings, needs and experience of the society and share our interests equally.
We try hard to provide for the less privileged and have-nots to ensure a better society and a
more prosperous Bangladesh. It is an honor, our duty and privilege, to be able to serve the
nation in more ways than just providing banking services.
2.8 Functions of the Bank:

The Bank offers:
 Commercial banking service including collection of deposit, short term trade finance,
working capital finance in processing and manufacturing units and financing and
facilitating trade
 Term loans and working capital loans to industries.
 Loans to Small and Medium Enterprises (SMEs).
Business philosophy of the bank:
The philosophy of PBL is to develop the Bank as an ideal and unique banking institution such
as providing “service first”. The bank is quite different from other privately owned one-
managed commercial bank operating in Bangladesh. PBL is to grow as a leader in the
industry rather than a follower. The leadership will be in the area of service constant effort
being made to add new dimension so that clients can get additional value in the matter of
services to match with the needs and requirements of the country’s growing society and
developing economy.
Board of Directors:
The Board of PBL consists of 15 Directors. Out of 15 members, one is from Taiwan. The
members of the Board of Directors of the Bank hold very respectable positions in the society.
10
They are from highly successful group of Business and Industries in Bangladesh. Each
member of the Board of Directors plays a significant role in the socio-economic domain of
the country.
2.9 Division of PBL:

The MD is the head of the operational area, of the bank and its chief executive. The MD is
appointed by the board of directors with prior permission of Bangladesh bank. All policy
formulation and subsequent executions are done in the Head office. It comprises the
following divisions. Financial Administration Division (FAD), GSD, ID, ITD, Establishment,
Accounts.
2.10 District-wise Branch distribution of Premier bank Limited:
2.11 Products and Services of the bank:

Premier Bank is always conscious of the changing needs of the customers and strive to
develop new and improved services for its valued customers. Bank offers various Deposits
and Lending Products & Services to meet all kinds of financial needs of our customers.
11
2.12 Product of Premier Bank Limited:
Deposit Products:
 Monthly Savings Scheme (MSS)
 Monthly Income Scheme (MIS)
 Education Savings Scheme (ESS)
 Special Deposit Scheme (SDS)
 Fixed Deposit (FD)
 Saving Account (SB)
 Current Account (CD)
 Corporate Savings Account (SB)
 Short Term Deposit Account (STD)
 RFCD/ NFCD Account
Premier Bank is paying interest on daily balance of the Savings & Corporate Savings
Accounts.
12
2.13 Lending Products:
 ‰ Consumer Credit Scheme
 ‰ Rural Credit Scheme
 ‰ Student Credit Programme
 ‰ Special Credit Scheme on RMG
 ‰ Doctor’s Loan
 ‰ Lease Finance
 ‰ SME Finance
 ‰ Hire Purchase
 ‰ Trade Finance
 ‰ Working Capital Finance
 ‰ Project Finance
 Finance for Agroprocessing Industry
Other Commercial Lending such as: Cash Credit, PAD, LIM, LTR
2.14 Islamic Banking Operation:

In order to serve those Customers who neither receive or Pay Interest, we have decided to
open separate branches based on SHARIAH PRINCIPLES. The activities & book keeping
will be kept separate from the Conventional Branch Operations.
Islamic Banking service is now available at MOHAKHALI BRANCH and SYLHET
BRANCH. These two branches are run under Islamic Shariah Principles. Chairman of Islami
Bank Limited, former secretary of Government of Bangladesh and former Deputy Governor
of Bangladesh Bank – Mr. Shah Abdul Hannan is also the chairman of Islamic Shariah
Council of Premier Bank. The council also consists of renowned Islamic scholars like Dr.
A.R.M. Ali Haider, Professor of Department of Islamic Studies, University of Dhaka,
Moulana Ruhul Amin Khan, Executive Director of the Daily Inqilab and others who
determine the guiding principles for operation of our Islamic Branches. The performance of
our Islamic banking branches during the year 2011 is Deposits 6750.22, Investments 3572.03,
Profit 294.97 (Taka in Million).
13
2.15 Services of the Bank:
Locker Service:
For safekeeping of customers’ valuables like important documents and goods like jewelries
and gold ornaments, Premier Locker Service is available in most of the Branches in urban
areas.
Online any Branch Banking:
We have set up Wide Area Network using Radio, Fibre-Optics & other available
communication systems to provide any branch banking to our customers. Customer of one
branch is now able to deposit and withdraw money at any of our branches except Barishal
Branch. Our Barishal Branch will be included in our Wide Area Network shortly. No TT/DD
or cash carrying will be necessary.
Online branch banking service is designed to serve its valued clients. Under this system, you
shall be able to do the following type of transactions. Cash withdrawal from your account at
any branch of the Bank. Deposit in your account at any Branch of the Bank.
Transfer of money from your account to any other account with any Branch of the Bank.
Transaction Limit – Unlimited transaction.
Online Transaction Membership Fee – No Membership fee is required.
Charges for Online Transaction – No charges for online transaction.
ATM:
We have four ATM booths. But the bank are planning to install more ATMs around the
country to enable our Account Holders & Card Members to draw cash, do fund transfer,
payments and balance inquiry on line.
Banking Software:
A Robust banking software which will integrate the Total Banking Operation and provide
total solutions to customer needs is under selection. Implementation is expected soon.
Swift:
Premier Bank Limited is one of the first few Bangladeshi Banks who have become member
of SWIFT (Society for Worldwide Inter-bank Financial Telecommunication) in 2002. SWIFT
is members owned co-operative, which provides a fast and accurate communication network
for financial transactions such as Letters of Credit, Fund transfer etc. By becoming a member
14
of SWIFT, the bank has opened up possibilities for uninterrupted connectivity with over
5,700 user institutions in 150 countries around the world.
2.16 SWIFT No.: PRMRBDDH

Credit Card:
Premier Bank holds the principle member License from VISA International to issue &
acquire the world’s most widely used Credit Card. Premier Bank is the first local private bank
to offer VISA International credit card in the country. The Bank is offering both Local
International Cards.
2.17 My Job Part:

In this internship Program, I have played the role of service intern. As a service intern, I have
introduced with the banking system of premier bank. First two month, I have met and greet
with the customer. I have talked with them and tried to find out their expectation toward the
bank and find out the solution how it could be solved. Then I have asked them the question
and recorded the answer to my note book.
In the mean time, from the general banking department, I have learnt how to open a bank
account such as current account, savings account, MSS, FDR etc. I have leant about how to
issue cheque book and sometimes by using other user id I gave different types of posting such
as cheque book posting.
I can give solvency certificate to the customer and bank account statement to the customer.
For that it has procedure. But I have leant it and could easily do the work. Along with, I have
started to move each and every desk and tried to learn about the activities of other desk. But
from the third month I have started to work in loan and Credit department. From the loan
department, I have learnt about how to prepare bank guarantee and the process of sanctioning
bank guarantee.
Then I have leant about how to prepare Credit Information Bureau (CIB) report and I have
prepared about 7 or 8 CIB Report of the borrower and bank guarantor of Agrabad Branch.
I have also leant about how to make credit or loan proposal. By the short time, as intern I
have made 2 loan proposals. I am happy by giving that service to the bank. And I hope my
senior’s are also happy with the performance of me comparing to the other intern of the
branch.
15
Chapter-03
Literature Review
16
LITERATURE REVIEW
The literature review is the fundamental area of our research work that guides the theoretical
development. It will illustrate the conceptual context and the theoretical framework of our
research. Here, I have discussed the concepts of perspective of Customer satisfaction with
bank service: The role of cloud services, security, E-learning and service quality.
3.1 Cloud services, security, E-learning and service quality
I emphasized on e-service quality Yoo, B. and Donthu, N. (2001) gives a definition of e-

service in finish of numerous researchers conclusions, e-service, based on information
technology, includes the information arrangement and system support, the calculated
transportation of service and the trace and exchange of information. E-service can be
provided through e-stores. Electronic store or e-store is the web-based retail location from
where people can purchase stuffs and services. E-retailer is the electronic version of real life
retailing shop which is defined as 'an online retail store' Barnes, S. and Vidgen, R. (2002).
Consequently electronic store market refers to the online marketplace of e-stores. In our
review, we especially focuses on e-retailers who sell consumer electronic merchandise.
3.2 Consumer Decision Making Process

Understand how a consumer makes decision regarding purchase. To understand how the
customer has makes their decision, we have to understand the pre-purchase, purchase and
post-purchase issues.
To understand our research theme significantly, we believe that realize how the customers
receive fulfillment from service providers and in this manner make repeat purchase. As per
this model, a customer goes through 5 different stages for the purchase and use of an item or
service. At the principal stage, the consumer recognizes the need of an item or service. Then
17
he/she searches for alternatives to satisfy the need. After a search process, he/she gathers a
small bunch of choices and afterward at the next stage he/she evaluates the choices based on
preferences. After evaluating the choices, he/she makes the decision and makes the last
purchase. The last stage of the consumer behavior depends on the perceived value from the
item or service. In case the consumer gets what she/he needs from the item, meaning that in
the event that he/she is satisfied with the quality all things considered, the next time when the
need will arise, he/she will directly goes the stage of item purchase staying away from choice
search and evaluation. This model explains the behavior of consumers for both offline and
online purchase (Engel, (1993). There are a number of other models that explains consumer's
decision making process.
(Erasmus, (2001) mentioned a number of decision making models in their basic learn about
consumer decision making model, for example, (Nicosia, (1966), (Howard, (1969), that we
discussed about. However, the creators likewise mentioned that this multitude of models fall
inside the 'Fabulous Models of Decision Making'(Erasmus, (2001).
3.3 Concept of Cloud services, security, E-learning and service

quality
The concept of E-learning and service quality is discussed according to traditional business
perspective and e-commerce too.
3.3.1 E-learning and service quality
E-learning and service quality is one of the key factors that determines the success or failure
of any service provider, regardless of the nature or foundation of the service. (Yang, (2001)
Identified E-learning and service quality to be basically significant for e-commerce services
also. (Santos J. (., (2003) Pointed out two primary approaches regarding the conceptualization
of service quality: one based on disconfirmation theory, another on performance-as it were.
(Gronroos, (1984) Introduces the idea of complete E-learning and service quality which he
defined as the consumer perception on the difference between expected service and perceived
service. However, toward the beginning, the concept of E-learning and service quality was
developed based on disconfirmation model proposed by (Oliver, (1980)(the model is
discussed later). As indicated by that, E-learning and service quality is the measurement of to
what in particular extend the executed service matches the expectation of the user. Presently,
18
to understand that explain what perceived E-learning and service quality does mean.
(Gronroos, (1984) Defined perceived E-learning and service quality as the examination
between customer expectations and perceptions of service. In line with that definition,
Barnes, S. and Vidgen, R. (2002) proposed a definition of E-learning and service quality as
the overall evaluation of a specific service firm that results from contrasting that company's
performance and the customer's general expectations of how firms in that industry ought to
perform.
However, this perspective based on disconfirmation approach is confronting some challenges
lately. Numerous academics started to advocate for a performance-just (likewise termed as
perception-just) measure of E-learning and service quality as it is claimed to be better than
the disconfirmation model Loiacono, E., Watson, R. and Goodhue, D. (2002); Perception
measures are documented to have even greater explanatory power regarding service quality.
noted that perception measurement permits a deeper understanding of E-learning and service
quality and encompasses all dimensions as antecedents rather than components. Accordingly,
it is argued that performance is a stronger mark of E-learning and service quality than
expectations. Performance-just measurement permits the researcher or marketer to have a
deeper understanding however simpler and more efficient cross-sectional designs (Santos J. ,
(2003).
In this perspective, E-learning and service quality is defined as an overall evaluation of
service performance, excluding the idea of contrasting the service and some other provider or
preconceptions. Hence, quality is judged based on excellence and superiority of performance
(Zeithaml, (1985). In this review, we will check out the thought of E-learning and service
quality according to performance-just perspective. However, we might want to note that E-
learning and service quality is a multi-dimensional and diverse concept that may convey
different meanings to different people. That is the reason while we attempt to measure e-
service quality; we searched through a large number of literatures to come up with a set of
dimensions that are most regularly used to measure e-service quality. Thusly, we expect to
come up with a model that is academically legitimate.
3.3.2 Cloud services
However E-learning and service quality is a much discussed theme in the marketing
academics throughout the previous three decades, utilization of this models on e-commerce
19
providers is relatively new. Comparing the concept of internet marketing and the E-learning
and service quality measurement in traditional providers, cloud services can be defined as the
excellence and nature of e-service offerings in the virtual marketplace by the consumers
overall assessment and defense(Santos J. , (2003). More specifically, (Zeithaml V. P., (2000-
2002) defined cloud services as the extent to which a web site facilitates efficient and
effective shopping, buying, and delivery of item and services. We found that the definition of
for cloud services to be more acceptable.
The web stage is fundamentally different from real life traditional commerce. In real life, the
consumers don't process every one of the elements of the service, while in online
environment each sub-process has a greater likelihood to be noticed by the consumers.
Consumers can spend as much time as they need in the e-retailing stores(Lee G. &., (2005).
What's more, the purchase process isn't administered by any sales representative. That is the
reason the consumers have to go through the whole process themselves. Hence customers are
likely to perceive the e-service as a whole process and outcome(Van Riel. A.C.R, (2001).
The web environment is fundamentally different from the real life circumstances. In this
manner while evaluating the e-service quality; the consumers are more likely to evaluate each
sub-process in details as the virtual environment gives them the freedom to spend as much
time as they need. Moreover, absence of any service representative makes them to go through
the whole process themselves. Consequently, customers are likely to perceive the e-service as
a whole process and outcome. In a research conducted by Palmer, J. (2002), it is viewed that
consumers are more likely as affected by negative incidents rather than be satisfied with
positive performances in context of e-service. It is very easy to compare products of different
e-retailers on the internet. Subsequently the nature of e-service is of immense significant for
the service providers. For online consumers, cloud services is the prime element to recognize
any two service providers.
Price is a significant element of E-learning and service quality evaluation. Retailers can
ensure long haul earnings by following a consistent estimating strategy. (Robinovich. E.,
(2004)suggested that E-learning and service quality is corresponding to price as long as the
exchange contracts are present moment in nature, a likelihood of future contact between the
e-service provider and buyer exists, and the consumers have the choice to select among
providers. In this setting of e-commerce consumers have the choice to compare between
service providers easily. Moreover since consumer electronic item market is a very
20
competitive market, the difference in price level of different providers is very negligible.
These elements alleviate the moderating effect of price on the cloud services evaluation.
Consumer reliability in an online environment is necessarily generated from a higher
evaluation of E-learning and service quality provided by the e-retailers. Therefore, service is
of highest emphasis for e-commerce service providers. A well-designed website isn't simply
effective to draw in the attention of online consumers; it can likewise create awareness in the
offline local area. With the functionalities of recent technologies, cloud services can influence
the consumers to get involved with the item development process through customization and
feedback and in this way can develop stronger relationship with the consumers. A customer's
engagement and assessment of the cloud services determine the activities of the customer
Webb, H. and Webb, L. (2004)
3.3 Dimensions of Cloud services

Cloud services are a multi-dimensional component. Cloud services have been defined as the
extent to which a Web site facilitates efficient and effective shopping, buying, and delivery.
However, presently the academics argue that this definition is excessively restricted and
cloud services should cover the complete spectrum of service offering, rather than zeroing in
exclusively on exchange specific elements. In this way, cloud services presently can be
defined as the consumer’s evaluation of process and outcome nature of the interaction with
service provider’s electronic channels Kim, M., Kim, J. and Lennon, S. (2006). A number of
different dimensions have been taken into account by the academics to measure e-service
quality. We have gone through a large pool of literatures and summed up our exploratory
review to come up with a limited set of dimensions which will adequately encompass the e-
service quality.
Cloud services measures, according to Lin, H. (2007), have four dimensions: website design,
customer service, security/privacy, and fulfillment.
3.4 The Expectancy Disconfirmation with Performance Model

An internet purchaser can be transformed into an internet non-purchaser assuming they are
disturbed or receive unexpected experience from the e-service providers (Yang and Jun,
2002, 20).
21
As per the (Janda, (2002), consumer assess the quality of the cloud services whether the
performance of the e-service dimension meet their expectation.
Expectancy disconfirmation model is an important model whether to attempts to explain the
phenomena of customer satisfaction and loyalty. However, expectancy disconfirmation
model describes the post purchase evaluation. In the context of our review, this model is
essential as it explains the central issue of our research question, i.e. the relationship between
cloud services and consumer loyalty. The components of EDT model assume an important
part in predicting consumer loyalty intension Jayawardhena, C. (2004). Expectancy
Disconfirmation model places that satisfaction is together determined by disconfirmation and
expectation. Disconfirmation influences on satisfaction. Moreover, perceive performance
likewise emphatically affects satisfaction and an indirect effect through disconfirmation(Liao,
(2011).
Therefore, in the EDT model expectation require when customer consider purchasing an item
or service then the customer utilizes their buying experience or external information to
compare the internal standard view (Oliver, (1980). Therefore, to the EDT, perceived
performance indicates customer perceptions that how the item performance satisfies
customers need, needs and desire (McKinney, (2002). Disconfirmation is the hole between
the consumers (ex-ante) expectations of the item or service and (ex-post) perceive
performance.
EDT model shows that the E-learning and service quality is an important determinant of the
satisfaction. Satisfaction with E-learning and service quality affects consumer's decision to
repurchase an item or reuse a service. Repurchase or reuse transforms into loyalty Han, S.
and Baek, S. (2004). However, as per the EDT model indicates the website of electronic retail
market and sellers performance influences buyers satisfaction and loyalty. Moreover,
Punyani, G., Dash, G. and Sharma, S. (2015) has shown EDT has the relationship among
performance, disconfirmation, satisfaction and loyalty intention in the online marketplace.
This is a general assumption applicable on the expansive e-commerce context.
3.5 Customer Satisfaction
Consumer satisfaction is an important variable for the development of the organization as it is

perceived as a basic marker for the companies past, current and future performance. Fulfilling
customers is of no less important for online service providers. Truth be told as concentrate
22
even showed that satisfaction affects online consumers than the effect it has on offline
consumers Siu, N. and Mou, J. (2005). By definition, satisfaction is the cumulative judgment
that the customer makes based on his/her experience with the specific organization.
Satisfaction is developed based on past just as current experiences of the consumer, and it
influences the future behavior of the consumer toward the organization (Stauss, (1997) which
means it affects the consumers decision about repurchase or reuse of the item or service.
A number of studies on traditional service companies has showed that customer satisfaction
influence consumer loyalty to a great extend. Yet, the mark of the causal relationship between
E-learning and service quality and satisfaction has faced extravagant stricture Jun, M. and
Cai, S. (2001). In traditional commerce perspective, different views exist regarding the
relationship mentioned in advocate that satisfaction over a time period leads to a general
perception of service quality. Another line of argument is that the distinction between E-
learning and service quality and customer satisfaction is unclear, especially in situations of
retailing where products are delivered frequently Rod, M., Ashill, N., Shao, J. and Carruthers,
J. (2009) investigated about the relationship and came to conclude that customers don't
differentiate between satisfaction and overall quality. Keeping this as a main priority, we are
disregarding satisfaction as a precursor of loyalty; rather we are planning to investigate the
effect of cloud services dimensions on consumer loyalty directly.
3.6 Consumer Loyalty

Consumer loyalty is the key concept of this review. There are a number of definitions of
loyalty forwarded by different creators. However, these definitions are generally
complementary, not contradictory. Defined consumer loyalty as a commitment to re-purchase
or re-patronize a preferred item/service over and over in the future. Yang, Z. and Jun, M.
(2002) thinks consumer loyalty is a behavior and defines consumer loyalty as 'the proportion
of times a purchaser chooses the same item or service in a specific category compared to the
all out number of purchases made by the purchaser in that category, under the condition that
other acceptable products or services are conveniently available in that category.
(Anderson, (2003) Investigate the effect of consumer loyalty in the context of e-commerce,
and consumer loyalty is defined as the customer’s favorable attitude toward an e-business
resulting in repeat purchasing behavior. The favorable attitude does not necessarily mean
satisfaction; it tends to be other attitudinal outcome too like intention to share with others,
pleasure, trust, etc.
23
We decided to embrace the definition of loyalty constructed by (Chang H. H., (2009)which
encompassed every one of the definitions which viewed consumer loyalty as a commitment
of repeatedly purchasing a preferred item/service and positive WOM consistently after
making the main purchase. Along these lines, consumer loyalty can be identified with three
characteristics exhibited by a consumer:
a. Repeat purchase behavior
b. Positive attitude towards the service provider; and
c. Positive Word of mouth
A devoted consumer gathering of an organization can make a huge difference as they not just
attempt to engage other people with the organization; they are additionally less likely to be
motivated by the competitor mission and negative expert opinion White, H. and Nteli, F.
(2004). Interruption of web service is something that even the largest online companies can't
absolutely keep away from. In this context, steadfast customers are especially beneficial for
the organization as they tend to show a greater level of tolerance for holding up when the
service is interrupted.
The electronic retailer provides cloud services through the website. As indicated by the
(Chen, (2003), consumer loyalty depend on the e-commerce after having experience of cloud
services through the website of e-retail offering. After receiving the perceive value from the
cloud services through e-retail offering leads to customer loyalty. As indicated by the Sohn,
C. and Tadisina, S. (2008), cloud services in the e-retail offering creates value for the
customer where customer receive perceived value from their expectation which impacts their
attitude toward the service provider positively which in goes leads to positive WOM, repeat
purchase and ultimately consumer loyalty. Hence, cloud services enhances consumer loyalty
Al-Tarawneh, K. (2012). Consequently, an effect of cloud services on consumer loyalty is
evident from the empirical insightful works. However, these studies examined the
relationship on a wide e-commerce context. In our case, we don't know whether the
dimensions of cloud services effect consumer loyalty likewise or not. However, we can
assume that the effect is likely to be positive.
In this way we forward our first hypothesis as:
H1. Website design has a positive association with overall e-service quality
Information quality, website attractiveness, purchase method, website convenience, product
variety, pricing options, website personalization, and system availability are all aspects of the
consumer experience associated to the website. Information-oriented, transaction-oriented,
24
and customer-oriented material should all be included on an effective website (Cox and
Koelzer, 2004). A good website design should prioritize usability while also delivering
aesthetics, presenting a powerful and associated image of the company, and attracting people
to visit it. Herington, C. and Weaven, S. (2009) Consumers view the overall E-learning and
service quality of an online store based on their website experience.
H3.Customer service has a positive association with overall e-service quality.

During and after the sale, customer service refers to the degree of service provided as well as
the handling of refunds and return policies (Blut, 2016). Customers are always assisted by
service professionals at offline companies during the purchase process. Customers at internet
businesses sometimes complete the full purchase process without the help of customer
support (McLean and Wilson, 2016).Customers can ask for more specific information about a
product they intend to buy from some web sites' customer service. Web-based synchronous
media, such as live chat, an online help desk, and social networking websites, are commonly
used by businesses (Turel and Connelly, 2013). Customer service, according to Blut (2016),
may influence the quality of e-services.
H3. Security/privacy has a positive association with overall e-service quality.

The safety of credit card transactions and the privacy of information shared are referred to as
security/privacy (Blut, 2016). To improve the website's trustworthiness and service quality, it
must focus size verification and privacy (Wang et al., 2015). Schmidt et al. (2008) shown that
a responsive website needs have privacy and security features (see also: Fortes and Rita,
2016).
When a consumer buys something from an online store, they need input personal information
such their name, address, and phone number, as well as credit card details (Holloway and
Beatty,2008). Customers are frequently concerned about the website's ability to secure them
against fraud following a transaction. The privacy and security of a website are important
factors to consider when evaluating an online store's service quality.
H4.Fulfillment has a positive association with overall e-service quality.

The operations that assure consumers receive what they bought, such as delivery timing,
order quality, and delivery condition, are referred to as fulfillment (Blut, 2016). This
characteristic can only be evaluated once the payment has been made. Customer post-
payment dissonance is more likely to occur in online buying than in offline shopping,
25
according to Liao and Keng (2013), since customers cannot view the goods before purchasing
it.
H5. Overall cloud services have a positive association with customer trust.
Customers consider trust while deciding whether or not to buy products from online retailers
(Fortes et al., 2017).Trust, according to Wu et al. (2018), may be defined as a belief,
confidence, attitude, or hope regarding a buyer's purpose or anticipated action. According to
Chang et al. (2013), a key challenge to e-commerce adoption is a lack of trust. Customers
with high overall trust show a higher intention to e-commerce, according to Oliveira et al.
(2017), who examined three characteristics of consumer trust (competence, integrity, and
kindness).Shopping over the internet necessitates confidence not just between the buyer and
the online merchant, but also between the buyer and the computer program that processes the
transaction (Lee and Turban, 2001). When the level of knowledge between the consumer and
the transaction security mechanism is low, trust can assist alleviate uncertainty (Wu et al.,
2018)
H6.Customer trust has a positive association with repurchase intention.

Customers that have a high level of confidence in a website are more likely to make a
purchase (Gao, 2011). Furthermore, if customers have previously made purchases from a
website and had a positive experience, they are more inclined to make future purchases from
the same website. Customer service, trust, and purchasing intentions all have a positive link,
according to Chek and Ho (2016).
26
Chapter-4
Methodology
27
4.1 Model of the study:
The study is conducted using screening techniques which is descriptive research model.
4.2 Study Group:

The participant of this study has to comprise of 200 Customers of Premier Bank Limited.
4.3 Sources of Data:

The following sources of data has been used for the purpose of gathering and collecting Data
as required
-Primary sources of data
-Secondary sources of data
4.2.1 Primary sources of data

Collecting data directly from the practical field is called Primary data. Sources of Primary
data are followed;
-Online conversation with measuring the relationship among cloud services, security, E-
learning and service quality” in Bangladesh
-Personal interview with measuring the relationship among cloud services, security, E-
learning and service quality” in Bangladesh
-Practical experience gained during study period
4.2.2 Secondary sources of data:

Collecting data indirectly from the practical field is called secondary data. Sources of
secondary data is followed
-Annual Reports (2020-2021) of E-Shop
-Brochures, manuals, publications of the Premier Bank Limited
-Website of the Premier Bank Limited
4.4 Methods of Data Collection:

A questionnaire has been developed to gather information to the customer trust & intention to
e-shop of the employee of E-Shop in Chittagong division as well as some other Premier Bank
Limited company. And the potential variables are the E-service quality, customer trust &
intention all information will be filled with questionnaire in an online edition.
28
The following five point liker scaling techniques has been used for obtaining response of the
each question, Strongly Agree=5, Agree=4, Neutral=3, Disagree= 2, Strongly Disagree =1
4.5 Tools of Analysis Data

Acquired data in research has been analyzed using SPSS 20 Software Program, to avoid
descript statistical methods (Number, percentage) has been used. To compare the quantitative
data with the relationship between two groups Pearson correlation and Regression analysis
have been used.
4.6 Limitation of the Study

The analysis is planned to be conducted throughout in accurate manner but it is not ready to
avoid some inevitable state of affairs. The subsequent limitation of the study is following:
i) Time constraint:
Due to time limitation many of the aspects could not discuss in the present report. The
analysis would be plenty of informative and primitive if the time extends more.
ii) Budgetary constraint
Gathering and processing primary data is very expensive
iii) Methodological limitation
In this study sample size is too small; it is difficult to find significant relationship from the
data as statistical test normally require a larger sample size to ensure representative
distribution of population and to be considered representative of groups of people to whom
results will be generalized or transferred.
iv) Availability of Data
The respondent can provide wrong and irrelevant answer, intervals and it will affect the result
of the survey. Sometimes it seemed that employees were not willing to disclose the sad truth
as it was the question of their organizational image.
29
Chapter-5
Findings and Analysis
30
5.1 Findings
5.1 Demographic explanation:
Part-1
5.1.1 Gender
Table -01: Gender
Gender Respondents
Male 63
Female 137
Source: Online Survey-2022
Figure -01: Gender
Description: Above this table we shows that the gender of the respondents Male 68.5% and
Female 31.5%
31
5.1.2 Educational Qualification
Table -02: Education Qualifications
Qualifications Respondents
Higher Secondary 23
Bachelor 110
Post Graduate 29
Others 38
Figure -02: Education Qualifications
Descriptions: Above this table we show that the education qualifications of the respondents
Higher Secondary 11.5%, Bachelor 19% Post Graduate 14.5% and Others 55%.
32
5.1.3 Employment
Table-03; Employment
Employment Respondents
Students 135
Service Holders 34
Business 14
Others 17
Figure-03; Employment
Descriptions: In this above table we shows that the respondents of the emplacement are
8.5% Students, 7% Service Holders, 17%, Business and 67.5% Others.
33
5.1.4 Age
Table-04; Age
Ages Respondents
Below 18 16
18-25 129
26-35 28
Above 35 27
Figure-04; Age
Descriptions: In this above table we shows that the respondents of the ages are 58% below
18, 13.5% is 18-25, 14% is 26-35 and 64.5% is above- 3
34
5.2 Analysis Explanations
Part-2
5.2.1 Website Design
Table-05- Website Design
Strongly Disagre Neutral Agree Strongly
Disagree e Agree
The site doesn’t waste my time 4 1 24 119 53
I can go to exactly what I want 3 3 19 121 54
quickly
The site ensures the ease of 3 2 19 120 56
searching for products
The site gives me enough 3 4 24 115 54
information of products
Figure-05- Website Design
Descriptions: In this above table we show that said that respondents of the website design are
the site doesn’t waste my time are 119 agree. I can go to exactly what I want quickly are 121
agreeing. The site ensures the ease of searching for products are 120 agrees. The site gives
me enough information of products are 115 agree.
35
5.2.2 Customer service
Table-06- Customer service

Strongly Disagree Neutral Agree Strongly
Disagree Agree
The company is ready and willing 4 2 49 101 44
to respond to customer needs
The web site has reasonable 3 3 47 108 39
shipping and handling costs
Customer service personnel are 3 2 44 108 43
always willing to help you
Inquiries are answered promptly 3 3 52 99 43
When you have a problem, the 3 2 44 109 42
web site shows a sincere interest
in solving it
Figure-06- Customer service
In this above table we show that the respondents of the customer service are the company is
ready and willing to respond to customer needs 101 are agree. Inquiries are answered
promptly are 52 agree.
36
5.2.3 Privacy & Security
Table-07- Privacy & Security
Strongly Disagree Neutral Agre Strongly

Disagree e Agree
I feel like my privacy is 3 3 34 115 45
protected at this site
I feel safe in my transactions 2 3 26 123 46
with this web site
I feel I can trust this web site 2 4 30 116 48
The web site has adequate 1 6 30 118 46
security features
The company behind the site is 2 3 33 117 46
reputable
Figure-07- Privacy & Security

In this above table we show that the respondents of the privacy & security are I feel like my
privacy is protected at this site are 115 agreeing. I feel I can trust this web site are 123 agree.
The company behind the site is reputable are 117 agree.
37
5.2.4 Experiential
Table-08- Experiential
Strongly Disagree Neutral Agre Strongly

Disagree e Agree
It is really fun to shop at this 2 3 30 119 46
web site
The site almost says, “come 2 1 29 121 47
in and shop”
Buying at this web site is 3 2 25 122 48
exciting for me.
Figure-08- Experiential
In this above table we shows that the respondents of the experiential are it is really fun to
shop at the web site are 119 agree. The site almost says, “Come in and shop” are 121 agree.
Buying at this web site is exciting for me are 122 agree.
38
5.2.5 Customer trust
Table-09- Customer trust

Disagree e Agree
The e-commerce websites are 3 3 43 107 45
trustworthy
The e-commerce websites keep 3 1 42 111 43
their promises and commitments
I trust the e-commerce websites 2 3 36 117 42
because they keep my best
interests in mind
Figure-09- Customer trust

In this above table we shows that the respondents of the customer trust are the e-commerce
websites are trust worthy are 107 agree. The E-commerce websites keep their promises and
commitments are 111 agree. I trust the e-commerce websites because they keep my best
interests in mind are 117 agree.
39
5.2.6 Intention to e-shop
Table-10- Intention to e-shop

Disagree e Agree
It is likely that I will transact with 3 2 24 71 101
this e-commerce in the near future.
Given the chance, I intend to use 2 2 18 77 101
this e-commerce’s web site.
Given the chance, I predict that I 2 3 18 77 102
should use this e-commerce’s web
site in the future
Figure-10- Intention to e-shop
In this above table we show that the respondents of the intention to e-shop are it is likely that
I will transact with this e-commerce in the near future are 101 strongly agree. Given the
chance, I intend to use this e-commerce’s web site are 101 strongly agree. Given the chance, I
predict that I should use this e-commerce’s web site in the future are 102 strongly agree.
40
Chapter-6
Findings, Recommendations and Conclusion
41
6.1 Findings of the Study
1. The website design are the site doesn’t waste my time are 119 agree. I can go to
exactly what I want quickly are 121 agreeing. The site ensures the ease of searching
for products are 120 agrees. The site gives me enough information of products are 115
agree.
2. Customer service is the company is ready and willing to respond to customer needs
101 are agree. Inquiries are answered promptly are 52 agree.
3. Privacy & security are I feel like my privacy is protected at this site are 115 agree. I
feel I can trust this web site are 123 agree. The company behind the site is reputable
are 117 agree.
4. Experiential are it is really fun to shop at the is web site are 119 agree. The site almost
says, “come in and shop” are 121 agree. Buying at this web site is exciting for me are
122 agree.
5. Customer trust are the e-commerce websites are trust worthy are 107 agree. The E-
commerce websites keep their promises and commitments are 111 agree. I trust the e-
commerce websites because they keep my best interests in mind are 117 agree.
6. Intention to e-shop are it is likely that I will transact with this e-commerce in the near
future are 101 strongly agree. Given the chance, I intend to use this e-commerce’s
web site are 101 strongly agree. Given the chance, I predict that I should use this e-
commerce’s web site in the future are 102 strongly agree.
42
6.2 Recommendation:
Build a Bridge Between customers: Employee customer trust & intention to e-shop should
not be something that HR Professional and their organization measure once a year. They
need to be build into organizations day to day basis activities. Customer trust & intention to
e-shop should be the shared responsibility of both Customers and organization. They can
build a bridge by training their line managers regularly and involving them in strategy
meeting and activities.
Introduce Fair Promotion Policy: There is a higher priority for Customers in middle
management than for those in non management positions that leads employee’s job
dissatisfactions. To increase employee’s customer trust & intention to e-shop level staff
should be bumped up the ladder on merit. It is also important to give them some visibility on
their career development option for increasing customer trust & intention to e-shop level of
the Premier Bank Limited.
Give Recognition: If any employee has done something remarkable

/innovative/valuable/useful/clever, authority should be thank them in person (via company
emails, in all staffs meeting, etc) that will improve the level of satisfaction towards the
Customers.
Respect Employee: It goes without saying that employee must feel respected by their
manager and collogues. A lack of respect in the work place is a poison for which there is no
antidote.
Create Wonderful Environment: To increase employee customer trust & intention to e-

shop level office slide installation firms are doing rather well these days. Do not
underestimate the physical environments impact on company culture and stuff happiness.
Enhance relationship with co-workers: Customers relationship with co-worker is important

to their success at their work. Building allies across the organization helps Customers
accomplish their work goals and their organization goals. Forming positive relationship at
work may make the workplace and work more enjoyable and increase customer trust &
intention to e-shop, reduce turn over and keep attached.
43
6.3 Conclusion:
Employee satisfaction is essential to the success of any business. A high rate of employee
contentedness is directly related to a lower turnover rate. Thus keeping employee satisfied
with their careers should be a major priority for every employer. Furthermore extensive study
has shown that satisfied employee tend to contribute more in terms of organizational
productivity and maintaining a commitment to customer satisfaction. Clearly while different
Premier Bank Limited leaders are thinking how to manage the Premier Bank Limited, they
must also re-think how they lead the people who drive it. Leadership skill directly related to
employee satisfaction. Include: having a clear direction for the group having realistic and
clear objectives and being able to give appropriate feedback recognition and support,
providing good working condition or environment, rewarding achievements in the entities,
recognition effort of employee, evaluating and measuring customer trust & intention to e-
shop. The mention factors will improve the rating of the satisfaction of Customers concerning
their jobs. Salary is the primary and most important factors for satisfaction; it should be high
enough to maintain the living standard of Customers. When internal customer (employee) is
happy they make their external customer well.
44
Appendix
Questionnaire Set
45
46
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Thank you very much for your valuable time and kind cooperation.
48
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RESEARCH REPORT

“Customer satisfaction with bank service: The role of cloud

Subject: Submission of Research report.

To Whom It May Concern

This is to clarify that, Sirajum Munira, ID-173004502, a student of BBA program;

Interaction between customer and friends is enabled through a number of internet-based

1.2 Statement of the Problems

1.3 Research Question

1.4.1 Broad Objective:

1.5 Significance of the Study

1.6 Scope of the Study

2.6 Strategy of the Premier Bank Limited

2.8 Functions of the Bank:

2.9 Division of PBL:

2.10 District-wise Branch distribution of Premier bank Limited:

2.11 Products and Services of the bank:

2.14 Islamic Banking Operation:

2.16 SWIFT No.: PRMRBDDH

2.17 My Job Part:

3.1 Cloud services, security, E-learning and service quality

I emphasized on e-service quality Yoo, B. and Donthu, N. (2001) gives a definition of e-

3.2 Consumer Decision Making Process

3.3 Concept of Cloud services, security, E-learning and service

3.3.2 Cloud services

3.3 Dimensions of Cloud services

3.4 The Expectancy Disconfirmation with Performance Model

3.5 Customer Satisfaction

Consumer satisfaction is an important variable for the development of the organization as it is

3.6 Consumer Loyalty

H3.Customer service has a positive association with overall e-service quality.

H3. Security/privacy has a positive association with overall e-service quality.

H4.Fulfillment has a positive association with overall e-service quality.

H6.Customer trust has a positive association with repurchase intention.

4.2 Study Group:

4.3 Sources of Data:

4.2.1 Primary sources of data

4.2.2 Secondary sources of data:

4.4 Methods of Data Collection:

4.5 Tools of Analysis Data

4.6 Limitation of the Study

Figure -01: Gender

Source: Online Survey-2022

Figure -02: Education Qualifications

Source: Online Survey-2022

Source: Online Survey-2022

Source: Online Survey-2022

Table-06- Customer service

Source: Online Survey-2022

Table-07- Privacy & Security

Strongly Disagree Neutral Agre Strongly

Source: Online Survey-2022

Strongly Disagree Neutral Agre Strongly

Source: Online Survey-2022

Table-09- Customer trust

Strongly Disagre Neutral Agree Strongly

Source: Online Survey-2022

Table-10- Intention to e-shop

Strongly Disagre Neutral Agree Strongly

Figure-10- Intention to e-shop

Source: Online Survey-2022

Give Recognition: If any employee has done something remarkable

Create Wonderful Environment: To increase employee customer trust & intention to e-

Enhance relationship with co-workers: Customers relationship with co-worker is important