Electronic Banking and Customer Satisfaction- A Case Study on NRB Commercial Bank Limited, Dhanmondi Mohila Branch.

Abstract

A Bank is a financial foundation whose fundamental point is to acquire benefit through trade of cash and credit instruments. At present this segment is ending up to a high degree aggressive with the entry of multinational banks and also developing an innovative framework, successful credit administration, higher execution level, and most extreme consumer loyalty. This report has been prepared on “Electronic Banking and Customer Satisfaction- A Case Study on NRB Commercial Bank Limited, Dhanmondi Mohila Branch.” In this report, the first chapter shows different aspects of the report like a brief introduction, background, objectives, scope, methodology, and limitations of the study.

The objectives of this report are to know the brief overview of NRB Commercial Bank Ltd., The performance of electronic banking, customer services that provided at different sections and to find out some internal & external lacking that would help NRB Commercial Bank Ltd. for more progress in near future.

The second chapter shows a brief company overview. In this section different essential data about NRB Commercial Bank Limited is provided. Introduction, history, mission, vision, strategic objectives, the organizational hierarchy of NRBCBL, SWOT Analysis, and 4ps of NRBCBL information is presented in this chapter.

Some recommendations based on findings that NRB Commercial Bank should have bigger branch premises for an increased number of customers and more sitting arrangement should be made for their clients. The bank should raise the ATM booth across the country as early as possible. In conclusion, it can be said, services of NRB Commercial Bank Ltd. Dhanmondi Mohila Branch still possesses excellent potentiality. They have outstanding chances in the marketplace to utilize, and they can stay in the industry with fall profitability by implementing several current pertinent tactics. To keep up the hopes of the customers, they have to take all needed actions to please their customers because if the customers once understand that they are not receiving right behavior, they may move to another organization.