General Banking Operations of Mutual Trust Bank PLC: Focusing on Customer Perception of MTB Neo App

Abstract

This report will aim to provide a detailed overview of the general banking operation and digital transformation of Mutual Trust Bank. This paper starts with an overview of the bank’s background and the variety of products and services it offers. Then I did a short industry analysis. This report will give you an idea about the branch operations activities. A major focus of the report is its digital products and finding out the current state of “MTB Neo”, the biggest digital banking platform of the bank. A survey was conducted with 80 users to gather their experiences with the app. The result shows why it is the core digital banking platform of Mutual Trust Bank. This report will also provide you with information about other digital products of the bank. Additionally, this report will also share my personal internship experiences. Lastly, based on study and user feedback, the report concludes with specific recommendations aimed at improving service quality and keeping customer satisfaction high.