The Role of Digital Banking in Enhancing Customer Satisfaction: A study on Trust Bank PLC, Savar Cantt. Branch

Abstract

This is a report entitled Level of Bank and What Should Be Done to Improve, Role of Digital Banking, Trust Bank PLC, Savar Cantt. Branch, It was done as a part of BBA internship program in Daffodil International University. The research aims at measuring the degree of customer satisfaction in The Trust Bank PLC, specifically, the service efficiency, responsiveness, and digital banking facilities. The internship was experienced in the Savar Catt Branch of Trust Bank where I was closely engaged in the provision of banking services to the customers. I was to be involved in account related services, support of digital banking, and answer customer related questions. These assignments gave me the opportunity to experience customers in real life and define the areas that require enhancement. The results indicate that even though Premier Bank has positioned itself as a reliable financial organization offering a variety of services to its customers, customer satisfaction depends on a number of crucial factors. The overall satisfaction with the bank was fair, although issues about waiting time, the staff responsiveness, and the ease of use in digital platforms were mentioned by most customers. The importance of such issues is that the bank has a chance to enhance customer loyalty and enhance its competitive stance. This report concludes that the level of satisfaction can be improved greatly by ameliorating digital banking services, offering periodic employee training, and introducing systematic customer feedback. Other skills, essential in the banking sector and included in the internship would be communication, problem-solving, adaptability, and professional etiquette, and helped me to appreciate the importance of management information systems in the current banking sector. On the whole, the internship experience proved the role of customer satisfaction as the catalyst of the expansion in the banking sector. It also helped me in personal and professional growth as I was ready to use theoretical knowledge in my real-life financial service setting.