An Internship Report on Digitalization of Banking Services and Its Impact on Customer Satisfaction: Case, Sonali Bank PLC on Kachinia Branch, Dinajpur

Abstract

Recently, the banking system in the country has grown so technologically advanced that almost all banking services are delivered through electronic platforms. Digitalization of banking in Sonali Bank has a nice history of its development. Surely in its starting, Digitalization of Banking has a few number of customer and a low volume of transactions on these sight. That’s why, their reluctance, low penetration of internet in local households or even the small banking development of these e-banking platforms. There are two main aspects will be considered in this paper: first of all, the management of the process of digitization of services in the Banking System in the Sonali Bank will necessarily examine the information security system, the credibility of the measurement against the digitalization of the banking service and the risk of social engineering. Second of all, we are going to present a survey of 150 respondents on "Bank customers' satisfaction with electronic banking in the Sonali Bank and reliability of their data usage. Digital banking as a new business model, offered through multiple integrated channels of electronic banking services is the future of every banking sectors in a centuary when technological innovation knows no bounds. The challenge of the banking sector in Sonali Bank remains the use of electronic banking services by customers. According to the results, banks need to improve the customer experience in utilizing different sales channels. They should proactively encourage more massive use of electronic service, through more favourable pricing of electronic banking services. Client should also be permanently informed and educated about the use of this services and the risk arising from the use of digital technologies. Research highlights that the highest percentage of users are in favor of digitizing banking services because they benefit in different ways. Some of these benefits for clients include avoiding unnecessary waiting in line to do some work at the bank, avoiding adjusting their personal schedule to that of hours when the bank is open, etc. The findings of our survey also show that bank customers' satisfaction with e-banking in Sonali Bank and the reliability of their data security during use is high.