Customer Satisfaction Analysis on Online Banking Services of Southeast Bank Ltd

PRESENTATION TOPIC
Customer Satisfaction Analysis on
Online Banking Services of Southeast
Bank Ltd

Banks and other financial institutions play a vital
role in forecasting the economic and social
condition of a country. Banks in Bangladesh now
constitutes the core of the country’s organizes
financial system. Banks are now a days the most
trusted financial organizations to the people all
over the world and they satisfied their customer by
offerings different banking services.

Contents
Executive
summary
Introduction
About the
organization
Theoretical
Framework
Data
Analysis
Conclusion
Recommend
ations

-To analyze customer satisfaction
about online banking services of
Southeast Bank Ltd.
-To recommend some measures to
increase customer satisfaction.

The research is descriptive in nature. The report is being
conducted to get a deep insight and understanding about the
satisfaction of customers towards online banking.
• Different books
Bank website

 Sampling Plan:
Population
All of the online banking customers of Southeast Bank Ltd. of
Mirpur branch.
 Sampling frame:
No structured sampling frame is found.
 Sampling Technique:
Non probability convenience sampling technique is used to
select the sample.
 Sample Size:
50 online banking customers of Southeast Bank.

All the things in the must have some limitations. The problems I
faced at the time of preparing the report, are as follows-
Every organization wants to maintain the confidentiality of the
information.
Customers were busy. So they may give wrong information.
Due to time limitation many of the aspects could not be
discussed.
Online department was not premitting me to entrée their
department due to maintain their secrecy.

Background of Southeast Bank Ltd
The company was in coporated on 12 March, 1995
under the Company Act 1991 as a public company
limited by shares for carrying out of all kinds of
banking activities with authorized capital of Tk
15,000 million. Board of directors as agents of the
shareholders, monitors the function of the bank
whether it is performed efficiently or not and also
solves all the problems.

• The company was also issued Certificate for
Commencement of Business on the same day
was granted license on 1995 by Bangladesh
Bank under the banking operation on October
24, 1995. As envisaged in the Memorandum of
Association and as licensed by Bangladesh
Bank under the provisions of the Banking
Company Act 1991, the company started its
banking operation and entitled to carry out the
following types of business

Defination & characteristics of online banking
service:
• The importance of the service sectors in recent
year is reflected in the increased part of services
of the national economy. There is a dramatic shift
toward services of the world economy and the
number and diversity of service provider
increases constantly. In this competitive
environment, the service companies have to be
faster, leaner, work more efficiently and prove
better service quality in order to stay competitive.

Service quality:
At present, 29 scheduled banks offer any branch
banking facilities through their respective bank
online network that provides facilities like
transaction through any branch under the
respective bank online network; payment against
pay order or pay order encashment, demand draft
encashment, opening or redemption of FDR from
any branch of the same bank; remote fund
transfer, cash withdrawal, cash deposit, account
statement, clearing and balance enquiry within
branches of the same bank; and L/C opening, loan
repayment facility to and from any branch of
respective bank under its own online network.

E- banking services
E-Banking services are banking services
delivered over the Internet. The services
provided by banks over the Internet which
once included only checking of accounts, have
recently to include a full range of banking
services.

6%
26%
46%
14%
8%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
15-20 21-30 31-40 41-60 60 t0
Above
Age range of the customer

6%
16%
32
% 12%
26%
8%
0%
5%
10%
15%
20%
25%
30%
35%
Occupation of the customer

60%
40
%
0 0
0%
20%
40%
60%
80%
Male Female 4th Qtr
Gender of the customer

22%
38%
15%
20%
5%
0%
5%
10%
15%
20%
25%
30%
35%
40%
Strongly agree Agree Neutral Disagree Strongly
disagree
Ease of site entry of SEBL

Keeping promise
12%
56%
8% 10%
14%
0%
10%
20%
30%
40%
50%
60%
Strongly agree Agree Neutral Disagree Strongly disagree

Reliability of information of
customers
46%
24%
14% 14%
2%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
Reliabilityof information

Quick Response to the customer
15%
35%
8%
26%
14%
0%
5%
10%
15%
20%
25%
30%
35%
40%
disagree
Responseto the customer

Easy Accessible by telephone of SEBL
21%
42%
5%
20%
12%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
disagree
Easilyaccessible by telephone

Accuracy of transactions of SEBL
22%
28%
25%
17%
8%
0%
5%
10%
15%
20%
25%
30%
Accuracyof transactions

Providing strong security system
12%
42%
6%
23%
17%
0%
10%
20%
30%
40%
50%
disagree
Safety

Bank charges for online banking is
reasonable
14%
56%
6%
14%
10%
0%
10%
20%
30%
40%
50%
60%
disagree
Bank charges are reasonable

Bank’s website response is well
5%
15%
10%
55%
15%
0%
10%
20%
30%
40%
50%
60%
disagree
Column1

Online availability
18%
35%
12%
23%
12%
0%
5%
10%
15%
20%
25%
30%
35%
40%
disagree
Column1

Quick Transaction service of SEBL
22%
46%
16%
13%
3%
0%
10%
20%
30%
40%
50%
disagree
Quicktransaction service

Sufficient number of ATM Booth
10%
16%
6%
56%
12%
0%
10%
20%
30%
40%
50%
60%
disagree
Numberof ATM Booths

• Majority of the respondents are from 31-40 years
group and mail. Their occupation is mainly business.
• Majority of respondents are satisfied with the easy use
of online banking of Southeast Bank Ltd.
• Majority of respondents are agreed that SEBL online
banking do provides its services at the time what they
promises to do.
• Majority of respondents are highly satisfied with the
reliability of personal information of the customers.
banking response quickly to their customers.
• Majority of respondents are agreed that it is easily
accessible by telephone of SEBL.
• Majority of respondents are satisfied with the accuracy
of transactions of the bank.

• Majority of respondents are satisfied with the strong
security system.
banking charges reasonable for online banking service.
• Majority of respondents are not satisfied with the bank’s
website.
• Majority of respondents are satisfied with the online
availability service.
banking provide quick transaction service to its customers.
• Majority of respondents are dissatisfied that using the
bank’s website doesn’t require a lot of effort.
banking services are accurate.
• Majority of respondents are dissatisfied that the number of
ATM booths of SEBL is not sufficient.

•According to the research findings, most of the customers of
Southeast Bank Limited either Businessman or retired
government officer. So Southeast Bank Limited should encourage
students to open account. Because their technological knowledge
can help the bank to increase uses of online banking services.
•Most of the respondents said that the number of ATM booths are
insufficient, So SEBL should increase its ATM booth and ensure
the sufficient numbers of ATM booth available in familiar
locations to customers.
•Most of the respondents don’t get clear information from the
bank’s website. So the bank should provide more details in its
website.

Online Banking has greater impact in the economy and in the
banking sector as well. Making financial service available to the
poorest people is recognized as in important part of poverty
reduction strategies. Technology innovation offers significant hope,
although it will result in fundamental changes to banking delivery
mechanisms as well as to the very role of banking service provides
and their relationships with customers. In case of productivity,
efficiency, economic growth, giving optimum services to the
customers, Online Banking has huge contribution as a while.

Customer Satisfaction Analysis on Online Banking Services of Southeast Bank Ltd

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Customer Satisfaction Analysis on Online Banking Services of Southeast Bank Ltd