Internship Report

on

“Customers satisfication on Online Banking Activities of Sonali Bank PLC in Bangladesh”.

Submitted To:

Saima Akhter
Assistsnt Professor
Department of Marketing
University of Barishal

Submitted By:

Roni Howlader
Exam Roll : MKT-028/2
Department of Marketing
University of Barishal

Date of Submission:
15 January 2025

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 Letter of Transmittal

Date:

Saima Akhter
Assistant Professor & Supervisor
Department of Marketing University of barishal.

Subject: Submission of Internship Report on “Customers satisfication on Online Banking Activities

of Sonali Bank PLC in Bangladesh”.

Dear Mam,
With due respect, I am submitting my internship report on “Customers satisfication on Online Banking
Activities of Sonali Bank PLC in Bangladesh” in accordance with your directions. I believe that this
report should be both informative and illustrative.
I feel proud of myself for working with this type of trade organization since I have gained a lot of
knowledge about regional business tactics and an organization's operating system, both of which will
be very beneficial to me in the future. I've made this report to the best of my abilities and knowledge.

I would be inspired by your acceptance and thanks, without a doubt. If you need any more clarity on
the paper, I'd be happy to go into more detail.

Sincerely Yours,

Roni Howlader
ID No: 22MKT-037
Department of Marketing
University of barishal.

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 Self-Declaration
I am Roni Howlader the student of Masters of Business Administration (MBA), stating that the title of
this internship report is “Customers satisfication on Online Banking Activities of Sonali Bank
PLC in Bangladesh” .

 This internship report have completed to my own knowledge,

 It has never been used before.

 I am aware of this report completely.

 These facts and documents are associated with my subject.

 I didn't knowingly violate any laws prohibiting replication.

In conclusion, I agree to the rules for the presentation of the data I created.

Roni Howlader
ID No: 22MKT-037
Department of Marketing
University of barishal.

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 Supervisor’s Declaration

This is to confirm that Roni Howlader, a MBA Masters student, Exam Roll MKT 028/2, has
successfully completed my "Internship Program" titled “Customers satisfication on Online Banking
Activities of Sonali Bank PLC in Bangladesh” under my supervision as a prerequisite for the MBA
degree. He accomplished his responsibilities under my supervision and direction. He exerted every
effort to complete this task correctly. I believe that he will be able to have a better career thanks to this
endeavor. I wish he has an excellent future and is wealthy.

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 Acceptance Letter

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 ACKNOWLEDGEMENT

First and foremost, I would like to thank Almighty Allah for giving me the power to overcome to finish my
report since I couldn't accomplish it without him.

My profound thanks goes out to my honored internship supervisor, Saima Akhter, assistant professor,
Department of Marketing University of Barishal, for her continuous encouragement and guidance
during the internship. Her advice, direction, and support provided a great deal of inspiration for the
report's reliability.

I really appreciate the help of Sonali bank of Barishal Branch's whole staff. While participating in the
internship program, I never felt like an intern—rather, I felt like a member of the company's corporate
family. To compile this report, they extended their utmost cooperation. They consistently supplied me
with the data I needed to complete my report.

Finally, I’d like to express my thanks to my family, friends, and all the people who aided me.

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 Executive Summary

This research is an attempt to examine customer satisfaction on online banking activities of Sonali Bank
PLC PLC, Barisal Branch. This report discusses the online service quality dimension, which influence on
customer satisfaction. This report represents internship experience on Sonali Bank PLC Barisal Branch.
This internship report is on the three months long internship program that I had experience in Sonali
Bank PLC, Barisal Branch from 9 November to Present is a require of my MBA program. During my
internship in SB PLC I have learned that there is significant and positive relationship between online
service quality and customer satisfaction.
The main objective behind this report is to know about the Online services of Sonali Bank PLC and how
much the customers are satisfied with these online services. To know the customers inner perception
about online banking services of Sonali Bank PLC.
I used the survey method and is conducted on 30 respondents to measure customer satisfaction. Data
was analyzed by Frequency table and Pie chart. This report consists of seven chapters. The first chapter
is for introduction, the second chapter research methodology, third thapter overview the organization, the
,fourth chapter job description, five chapter analyze the study, seven chapter discusses about
recommendation and conclusion of the report. Most of the respondent satisfied with the branch online
services but they are not happy with their slow procedure of providing services and adequate ATM
Booths. From my overall study it is concluded that, Branch should conscious about the quick quality
service providing and set up more ATM Booths for customers of Barisal region. And branch should be
more conscious about converting dissatisfied customers into satisfied customers.

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 Table of Contents

Topic Page No

Letter of Transmittal 1

Self-Declaration 2

Supervisor’s Declaration 3

Acceptance Letter 4

Acknowledgement 5

Executive Summary 6

Chapter-1

introduction

1.1 Background of the study 12

1.2 Literature Review 12

1.3 Objectives of the Study 13

1.4 Origin of the Study 14

1.5 Rationale of the Study 14

1.6 Limitation of the Study 14

Chapter-2

Research methodology

2.1 Methodology of the report 18

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 2.2 Research design 18

2.3 Sources of data 18

2.4 Data collection method 18

2.5 Target population 19

2.6 Sample size 19

2.7 Sampling method 19

2.8 Collection of information across time 19

2.10 Data analysis technique 19

Chapter-3

Organizational Overview

3.1 overview of the Sonali Bank PLC 21

3.2 Company Profile 21

3.3 Mission,Vission and Objectives 22

3.4 Products & Services Provided by SB PLC 22

3.5 Branches of the Sonali Bank PLC 22

3.6 Introduction of Barisal Branch 23

3.7 Organizational Hierarchy of Sonali Bank PLC 23

3.8 Introduction of online banking 24

3.9 Why Online Banking 25

3.10 Present status of Online banking in BD 25

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 3.11 Online banking system of SB PLC

27
3.12 Sonali E-Wallet

27
3.13 Terms and Condition of Online Banking

3.14 Major features of SBL Sonali e-Wallet 29

30
3.15 Customer satisfaction of online banking

3.16 SWOT Analysis of SBL 31

Chapter-4

Job Description
4.1 Work experience at Barisal branch: 34

4.2 My roles and responsibilities at Barisal Branch 34

4.3 Different aspects Of job performance 35

4.4 Observation: 35

4.5 Recommendation 36

Chapter-5
Analysis of the survey result

5.1 Analysis of the survey result 38-54

Chapter-6

Major Findings of the result

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 6.1 Findings 56

Chapter-7

Recommendation and conclusion

7.1 Recommendation 58

7.2 conclusion 58

Reference 59

Appendix 60-63

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 Chapter-1
Introduction

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1.1 Background of the study

The internship program, which is required to complete the MBA program. It enables a student to
become familiar with actual business operations. The student directly interacts with the staff of an
organization while learning about its operations. A students ability to think critically and his attitude
towards learning are both enhanced by this program. I had been chosen to work as anintern for three
months at the Barisal branch of Sonali Bank PLC . Under the direction of Saima Akhter, Assistant
Professor, Department of Marketing, University of Barisal, I began working on the project titled
“Customer satisfaction about online banking: a study of Sonali Bank PLC.

1.2 Literature review

Online banking, often known as internet banking, e-banking, or virtual banking, is the practice of conducting
banking transactions through the internet. It may involve things like sending payments,depositing cash, or
checking one's balance online.
Similarly to additional services Banks are experimenting with new formulae to improve their customer
service. Clients are technologically sophisticated, thus they prefer services that are easily accessible.Banks in
Bangladesh are giving full details for the convenience of their clients. Not only are private banksembracing
the notion of electronic banking service, but the central bank also encourages other banks toadopt the new
"Internet banking service" .The concept of electronic banking has transformed banking
services such that customers can conduct banking transactions while remaining at home. Both the clientand
the bank benefit from the implementation of Internet banking.

Singhal and Padmanabhan (2008) assert that the idea of electronic banking is widely accepted in the modern
day. Paying bills, transferring money, checking account balances, trading financial products, and opening
certifications of safety are all possible with digital banking.

Service quality and customer satisfaction are the two core concepts that are at the crux of the marketingtheory
and practice (Spreng and Mackoy, 1996).
Online banking offers customers five different services, according to Ezhou and Chou (2000): viewing bank
account balances and transactions, paying bills, transferring funds between finances, ordering checks, and
obtaining credit cards. These services are available to people through internet banking. Digital banking
transactions can help to meet consumer expectations and foster a closer relationship with customers,
according to Ching (2008) and Lamb et al. (2002). That relationship will help the bank succeed in the future.
According to Smith and Chaffey, the adoption of online banking services boosts satisfaction among
customers since they allow banks to enhance their efficiency as well as service reliability. Moreover, the
customers also easily use their services. So, ultimately customer’s satisfaction toward bank will increase.

According to Amin (2010), there are several banks in Bangladesh that provide electronic bankingservices.
Private banks are still above state banks in implementing electronic banking features. Clients ofPrime Bank
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PLC., Dhaka Bank PLC., BRAC Bank PLC., Eastern Bank PLC., and Dutch Bangla Bank can alreadytake
advantage of these services. For the convenience of its users, the majority of such banks provide anATM
service. According to research by Halperin (2001), electronic banking contributes significantly to anit
improvement by lowering operating costs and boosting profit. For instance, a bank may cut costs on
its infrastructure by using the online banking service. Internet banking also offers greater competence in
data collection and administration. Banks now have greater freedom in how they may operate their

systems because to the emergence of internet banking services.According to Ahsan (2009),

internettransactions would boost Bangladesh's GDP and help the country meet its Millennium
Development
Goals. These days, banks prioritize customer satisfaction management (CSM), relationships with customers
(CRM), and excellent service.The adoption of e-banking has several benefits. People can use internet banking
with ease and convenience. There is a minimum payment for the services.
Customers can use this without spending a lot of money. With the aid of online banking, the client can login
at any time and from any location. Because of this, banks are able to guarantee their highest level of service
quality and quicker information delivery to their clients. Customers prefer online banking because it saves
them valuable time, allows them to purchase innovative products at a reduced cost, and promotes queue
management, which is a crucial component of electronic banking customer satisfaction.

The following sources are cited: Gonzalez et al. (2008), Singhal and Padmanabhan (2008), Brodie et al.
(2007), Williamson (2006), Beer (2006), Cooper (1997), IAMAI's (2006), and Joseph et al. (1999)."The
number of customers, or percentage of total customers, whose reported experience with a firm, its products,
or its services exceeds specific satisfaction goals," is how Claes Fornell defines customer satisfaction. "How
to achieve this customer satisfaction is a vital issue, and there are numerous arguments for this concept," he
says.

1.3 Objectives of the study

The objectives of the study may be viewed as:

1. Broad objective
2. Specific objectives

1.4.1 Broad objective

The broad objective is to analyze the customer satisfaction on online banking service of Sonali Bank PLC,
Barisal Branch.

1.4.2 Specific objectives

More specifically, this study entails the following aspects:

• To give an overview of Sonali Bank PLC

• To analyze the level of customers satisfaction on online banking of Sonali Bank PLC.
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• To analyze the customer service activities of Sonali Bank PLC

2.4 Origin Of The Report

In essence, my internship report was created as a partial MBA program requirement. To complete the
prerequisites for obtaining a degree from the University of Barisal, the research was completed. I submitted
this study subject based on my three months of actual work knowledge at the Sonali Bank PLC Limited
branch in Barisal. It is located in the center of Barisal Sadar, the main town, which draws a large number of
consumers every working day of the week. This comprehensive research on "E-banking practices Of SBL"
will help anybody interested to find out about the e-banking services offered by SBL and who wants to
pursue a profession in banking.

1.5 Rationale of the study

My ability to articulate the significance of the research I am undertaking is crucial. The study's justification
must be precise. Sonali Bank PLC began prioritizing business that is focused on exports and imports.
Investment and foreign exchange business are closely related.

Despite having few investment products, Sonali Bank PLC of Bangladesh Limited is quite important for their
banking services. I discovered that the investment department is easier to grasp and more organized.

Solving a particular issue based on the results was one of the primary goals in the justification for this
investigation. The primary purpose of the internship report is to complete the coursework required for a
Bachelor of Business Administration (MBA) degree under Barishal Univercity.

Through an overview of Sonali Bank PLC PLC, this research will assist me in gaining practical
understanding in the banking industry. I will also be able to learn more about the services this bank offers and
gain a basic understanding of its deposit plan thanks to this report. The purpose of this paper is to provide a
briefing on the operating procedure of the export-import industry.

In order to get insight into the functioning of Sonali Bank PLC's online service, Sonali e-Wallet, the logic for
this study also includes an evaluation of client satisfaction. Through the provision of some useful data, this
report will benefit those who use it.

1.6 Limitation of the study

The current research investigation included some limitations, but not many. As an intern, I had the wonderful
opportunity to learn about the banking operations in Bangladesh, particularly those of Sonali Bank PLC.

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Some limitations of this study are given below:

 Lack of information or data:

It is impossible to access accurate and structured information. Despite their best efforts, the officials
occasionally were unable to provide me with the right assistance because of their busy schedules. Certain
data requires a top-level special permission, which is not always possible.

➢Time constraint:

While the worker or an officer is given a one- or two-year training period to perform his specific work, it is
somehow difficult to ensure that clients are satisfied with the online banking service using a 90-day time
period.

➢Comparison status:

I haven't got a chance to compare Sonali Bank PLC's online banking system's customer satisfaction to that of
other modern, standard-sized banks. I contrasted the banks where the data is accessible. The main reasons
were the time constraint and internship nature.

➢Lack of experience:

Despite having previously written numerous papers, I had never had experience as an intern. Therefore, one
of this study's primary drawbacks is its lack of experience.

√√Seniors Busy schedule : Bank officers are very busy in Banking activities. Because of their busyness, I
could not afford enough time.

√√In Sonali Bank PLC , Barisal Branch, there is no specific space or desk and ID for interns.

√√In SB PLC, Barisal Branch, the office equipment are showing in a improper condition.

√√IN SB PLC Barisal Branch, there is no different desk for different customers such as VIP and Local.

√√In SB PLC ,Barisal branch, customers have to wait sometimes to open an account as they need to handle
more clients.

√√In SB PLC, Barisal branch, customers are not properly aware about online services of SB PLC.

√√In SB PLC, Barisal Branch, there is no car parking space for the customers.

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 Chapter-2
Research Methodology

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 2.1 Methodology of Report
I even studied distinct study methodology from my background in education. I consequently got the
opportunity to apply my academic abilities in a practical setting during my course. I even gathered
information through a variety of sites.

2.2 Research Design

In terms of its nature, this research is descriptive.

2.3 Sources of data

There is two sources of data which is primary source and Secondary source that I apply in this study.
Primary Data:

Primary data collected from the questionnaire survey system. The survey was
conducted through personal interviewing and mail interviewing -

 Questionnaire

 Working practically

 Having a discussion with the buyers

Secondary Data:
• Bluebook of Sonali Bank Company PLC.
• The website of Sonali Bank Company PLC. (www.sonalibank.com.bd)
• Prospectus of Sonali Bank Company PLC.
• Original journals.
• Publications and articles.
• Other Research Papers.
• Employee of Sonali Bank Company PLC.
• Google.

2.4 Data collection method:

Survey: I used questionnaires when using the survey method. 30 respondents were questioned about the
topic to gather information. I conducted mail interviews with some extremely busy customers including
dealers while conducting physical interviews with some responses. Most of them gave thoughtful
responses, which reflect their particular feelings with relation to each issue. However, some responders
refused to provide clear facts, while others didn't want to.

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 2.5 Target population
Population is the totality of all the components that make up the universe for the purposes of the marketing
research challenge and share a common set of characteristics. The population of this place consisted of all
the buyers or customers including students,family,friend,business as well as retailers shops in Barishal
region.

2.6 Sample size

I use total 30 sample.

2.7 Sampling method

Non-probability convenience sampling technique uses. Convenience sampling is a non- probability
sampling technique that attempts to get a sample of convenient elements. In this technique,samples were
selected through personal judgment. As any people didn’t have a chance to respond, only people who are
customers including students,family,friend,business as well as retailers shops in Barishal region.These
respondents are convenient sources of data.

2.8 Collection of information across time:

November 2024 to January 2025

2.9 Data Analysis Technique

• Used several tables and charts.

• Generated the findings
• Used pie chart
• Used several Software, Microsoft Word, and Microsoft excel.

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 Chapter -3
Organizational
overview

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 Overview of the Organization
3.1 Overview of Sonali Bank PLC
SB PLC is the greatest state-owned commercial bank in Bangladesh. It was introduced under the
BB (Nationalization) Order of 1972, President’s Order No. 26 of 1972, which amalgamated the
National Bank of Pakistan, Bhawalpur Bank, and Premier Bank. On June 3, 2007, SBL was
registered as a PLC under the organization Act of 1994, with the Joint Stock organization and
industries, aimed at enhancing administrative proficiency and growing banking services. The BB
introduced a banking license to SBL on 5 June, 2007, under the Bank Organization Law of 1991.
Subsequently, on November 15, 2007, SBL assumed the business operations of Sonali Bank,
including all its assets, rights, liabilities, and obligations, pursuant to a Vendor’s Agreement signed
between SBL and the Government of the People’s Republic of Bangladesh.
3.2 Company Profile
Name of the Sonali Bank Limited
Company
CEO & Managing Mr. Md. Afzal Karim
Director
Chairman Mr. Ziaul Hasan Siddiqui
Formation After the Bangladesh Bank (Nationalization) Order No. 1972, it became a
Nationalized Commercial Bank in 1972.
Nature PLC
Date of corporation 03 June, 2007
Head Office Motijheel Commercial Area, Dhaka, Bangladesh
Approved Capital Tk 10 billion
Paid-up Capital Tk 9 billion
Number of Employee 21,839
Number of Branches 1230
Overseas Branches 2 (Kolkata and Siliguri of West Bengal)
Representative Office Jeddah, Riyadh and Kuwait.

Subsidiaries 1. Sonali Bank UK Limited has seven branches around the United
Kingdom.
2. In the United States, Sonali Exchange Company Incorporated (SECI) has
eight (eight) branches.
3. In Motijheel, Dhaka, Bangladesh, Sonali Investment Limited (Merchant
Banking) has one branch.

Website www.sonalibank.com.bd
Table 1: Sonali Bank Profile

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3.3 Mission, Vision and Objectives

Mission:
Our commitment lies in the development of a comprehensive range of best-quality comodities
designed to address the various needs of individuals. Our ultimate objective is to enhance the
quality of life, generate value for stakeholders, and make a substantial contribution to the nation's
economic development.
Vision:
A socially performed prime banking organization with a global presence.
Objectives:
 To give all sorts of banking services at the close of the rural & urban people.
 To attend in different Social and development programs and execute rules and regulation of
the Government.
 To do as a govt. bank inside & outside of the country.
3.4 Products & Services Provided by SB PLC.
Deposit A/C Services Business Banking Treasury
1. Current A/C 1. Mobile 1. Term debt 1. Call Money
2. Savings A/C Banking 2. Transport debt 2. Term Placement
3. Triple Convenience 2. Locker Service 3. Demand debt 3. Exchange of Treasury
Scheme 3. Remittance 4. Working Capital Bills and Bond
4. Double Facility Finance 4. Swap
Convenience Scheme 4. Student file 5. Packing Credit 5. Repo & Reserve
5. Monthly 5. ATM Facility 6. Debt Syndication & Repo
Convenience Scheme 6. Centralized Organized Finance
6. Deposit Pension trade service 7. Bills Discounting
Scheme 7. Internet 8. Debt Against Cash
7. Foreign Currency Banking Incentives
A/C 9. Debt Against Trust
8. Short Notice Receipt
Deposit eme 10. Time debt
11. Secured Overdraft
12. Overdraft

3.5 Branches of the Sonali Bank PLC

There are 1230+ branches of Sonali Bank PLC operates and 238 ATM booths suited in 64
districts around Bangladesh. They are taken to open few more branches at commercial important
places throughout the country.

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 3.6 Introduction of Barisal Branch

4 Since its founding, the Barisal branch of Sonali Bank PLC has gained the trust of its clients by
offering genuine, high-quality service. The address of the branch is 141 Sadar Road, Barisal
8200. This branch employs about twenty-five people. Golam Maolana is the manager and first
assistant vice president.

3.7 Organizational Hierarchy of Sonali Bank PLC

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3.8 Introduction of online banking
Digital banking, sometimes referred to as electronic banking, virtual banking, or digital banking,
enables customers of banks or other financial institutions to conduct a range of financial operations
through the website of the financial institution. Electronic payment mechanisms are also included.
While internet banking frequently links to or is a part of the primary banking system operated by a
particular bank, traditional banking refers to the antiquated ways in which people accessed banking
services. To use the online banking service, a customer with an internet connection needs to register
with the particular bank, create a login ID, and supply further information for customer verification.
The login credentials for e-banking systems are usually different from those for mobile or phone
banking. These days, financial companies often assign customer numbers, regardless if not
customer have indicted.
Because multiple customer accounts may be associated with a single client's identification, client
IDs and account names may not always be the same. Although the bank may limit the kinds of bank
accounts that are available, such as check, funds, loan, debit card, and related assets, the customer
number can be connected to any account with the bank that the client lawfully oversees.
The banking system in Bangladesh is seeing an increase in the use of e-banking services.
Examining the effectiveness of Sonali Bank PLC's electronic banking is the aim of the study.

I acquired information for this research from primary and secondary sources, including supervisors at banks,
websites, and other sites. ATM-Automated Teller Machine, Personal Computer Banking, Phone Banking and
Mobile Banking, and Internet Banking are all part of the electronic banking offerings. The study argues to
the finance sector might add additional GDP through strong oversight and raising understanding of
consumers.

Types Of Online Banking :

 Automated Teller Machines (ATMs);

 Desktop Banking;

 Mobile and Phone Banking

 Online banking

Clients of a financial company can perform monetary transactions using a safe website
maintained by the lender, which may include an actual or electronic bank, debit partnership, or
saving company. It might involve all payments related to online usage. To use a form of interne

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banking provided by a banking organization, clients who has private broadband connection must
sign-up for the service and create a username and password using multiple identities to enable
client confirmation. The login information for electronic banking is usually different from the
identification number for phone banking. Financial institutions currently frequently assign client
numbers (sometimes known by other names) regardless of if clients intend to use their electronic
banking service. Any accounts that the client exercises authority over, such as checks, funds,
loans, credit cards, and additional websites, will be linked to the client identity. To access online
banking, the customer would go to the financial institution's website and log in with the client
account and username.

3.9 Why Online Banking:

Consumers can prefer online banking for different financial purposes. Some of them are as
follows-

 Access account information- Without physically visiting the bank, customers can obtain
information about their accounts.
 Review and pay bills- Consumers can easily pay their power bills while also reviewing
the regulation and positions of the marketplace as well.
 Transfer funds- In a short amount of time, people can quickly move from one location or
account to another.
 Apply for credit- Consumers can apply for loans in case of shortage of balance.
 Trade securities- There possess a greater trade securities for both banks and consumers
because of their web connections.
 Apply for mortgage- Consumers can apply for mortgage for different purposes.
 Search for the best loan rates- One can quickly look for the best loan rates inside a bank
or among banks thanks to the increased availability regarding data on the internet.
 Compare insurance policies and prices- Consumers may make informed judgments by
quickly comparing insurance plans and costs.
 Online Shopping- Nowadays, it's simple for people to purchase goods and services
without using a market place.

3.10 Present status of Online banking in Bangladesh :

Presently electronic banking has opened up exciting opportunities all around worldwide.
Electronic banking can serve as a supplement to a website. the country's monetary authority (BB)
just established an automated clearing house (ACH) system. This has accelerated the move from
regular banking to electronic banking. The successful use of online commerce and electronic
banking might assist emerging nations by increasing output. Furthermore, financial

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 benefits for both the plant and the client may have a major beneficial effect on Bangladesh's
GDP. Digital enterprise, particularly with the support of electronic banking, has the potential to
build the nation's economy in an additional customer-satisfying manner.

Now-a-days, Banking industry in Bangladesh is mature to a great extent than earlier period. It
has developed their brand image by including electronic banking in their various activities . Now
modern banking services have launched by some private commercial bank and new local private
commercial banks. Today, electronic banking is one of the most demanded and latest
technologies in banking sector.

Digital banking, also known as internet banking, e-banking, or e-banking, is an electronic

payment system that enables clients of banks or other financial institutions to conduct a variety
of money transactions. These days, due to the development of the worldwide economy, virtual
banking is becoming a growing aspect of business strategy and a powerful engine for growth.

Modern technological innovation will be a significant tool in the future development of banks,
particularly in the finance sector. Being a third-world nations, the country falls substantially
short of attaining the target for the global banking sector. As a result, we urgently need to
improve the nation's financial sector. This part aims to establish the revenue potential of
electronic banking while clarifying the current status of financial services in the country, while
also demonstrating the scope and benefits of online banking in comparison to the current system.
Electronic banking provides various benefits to the Bangladeshi financial system, and many
Bangladeshi clients are unaware of the services provided by the banking industry in the country.

From the analysis of different documents and data, the following major findings were obtained:

 Almost all Bangladeshi banks offer online banking services.

 Quality of e-banking services in Bangladesh is not very good.
 Online banking practice in Bangladesh is not highly secured.
 Many financial institutions have no personal computer and internet connection. They
use outside computer to provide e-banking services and for their e- banking functions.
 Bangladeshi users have lack of awareness about online banking and also about its
security.
 Power crisis creates barrier for e-banking promotion in Bangladesh.
 Bangladesh does not have enough infrastructure which is very essential for e-banking.
 Internet connection in Bangladesh is not very speedy.
 Online banking required minimum man power than traditional banking.
 E-banking reduces carrying cash and Cards are used for shopping

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 3.11 Online banking system of SB PLC

Clients use Internet for doing their financial activities through internet banking. Sonali Bank
PLCutilizes modern technology to provide its consumers with the greatest possible online
services. Wide Area Network (WAN) infrastructure has been installed by Sonali Bank PLCto
offer digital office banking services. "Sonali e-wallet and Sonali eSheba” is the name of the
service. The client services is greatly enhanced by this website. Customers from one of them can
utilize this service to do transactions at any other branch of the bank. Additionally, Sonali Bank
PLCprovides all of the details about their banking operations on their internet presence.

3.12 Sonali E-Wallet

Sonali Bank PLCLimited's SBL Sonali e-Wallet is a cutting-edge, dependable mobile phone-
based application or app that allows you to access financial services using a mobile device or
tablet at any location at all times.

Sonali Bank PLCstrives to satisfy clients at all times. Clients can use Sonali e-Wallet to
perform all of their banking tasks online from the comfort of their own homes. To keep up in a
modern country they attempt to use the most recent innovations and new, creative concepts.

Customer registration processes

1. The bank offers (https://ibank.SBLbd.com) as an internet site.

2. Before starting a bank account, a customer needs to first gather and complete the User
Registration Paper.

3. Customers must attentively fill out all of the needed details before they transmit them to the
correct banks office.

4. Two authorization passwords or an indefinite digit Account Id shall be given by the account's
verified cell phone number and electronic mail addresses, accordingly, after the customer wraps
up the request for acceptance process.

5. The customer must visit the user registration link located on the Sonali e-Wallet account page
upon getting their user ID and either follow the instructions stated in the customer handbook or
view the customer registration processes footage.

3.13 Terms and Condition of Online Banking

1.Welcome into the Sonali Bank PLC Digital Banking Platform: "SBL Sonali e-Wallet"
operations.

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 2.The limitations and constraints that follow govern your (and any person or entity you
enable/allow access through your access), the materials included below ("Contents"), or the
services provided by the Sonali Bank PLCElectronic Banking System (SBL Sonali e-Wallet)
app ("Services").

3.You are fully liable for all financial transactions made using the SBL Sonali E-Wallet App.

4. For fund transfers to accounts held by additional banks, SBL will process the request through
BEFTN. The bank that benefits will determine how long it takes to complete the transaction.

5.You are only accountable for entering the right account number and transaction amount when
submitting a transfer of money request. SBL will not be present. SBL will not be liable for any
erroneous transactions arising out of or relating to you, the User, entering wrong account
numbers and/or amounts.

6. For payments completed during business hours or on public/bank holidays, the payment
period is next business day.

7. The rules and regulations for SBL Sonali E-Wallet App-Bill Cash withdrawal Assistance
define the and the financial institution's rights as well as responsibilities related to in the
application of SBL Sonali E-Wallet App access to make transactions from your personal account
or Bank accounts to the account of a Biller via the SBL Sonali E-Wallet App, as created open by
the financial institution from at any moment. All transactions initiated through the Electronic
Utility Bill Payment Service will be exclusively your responsibility. Clients will be able to pay
their electric bills electronically via the SBL Sonali E-Wallet App, with directions for paying
giving specifics of the Customer and utility 1bills as mutually agreed between the Bank and the
Biller from time to time.

8.The bank retains an opportunity to amend this agreement at any time and any previous
notification.8. No transactions from a non-convertible taka account to a convertible account are
permitted via the SBL Sonali E-Wallet App. Foreign currency bank transactions are likewise
prohibited. When implemented, it will have an instant effect.

9. If the payment is conducted on a weekend (Weekly, general, or weekends, such as July 1st or
December 31st) or prior to the Bank's SBL Sonali E-Wallet App system cut-off time, the
transaction value date will be the next workday. The lender isn't liable for any costs of money or
responsibility incurred/suffered by you, as well as to, returned checks, lost of attraction, or loss
of exchange rate arising as a result from this activity not showing on the system.

Page | 27
 3.14 Major features of SBL Sonali e-Wallet

4 These days, "online banking" is slowly giving way to the more widely accepted idea of "digital
banking." The banking business cannot avoid digitization due to technical advancements, which
allow customers to access desired services without physically visiting the bank branch. As part
of its ongoing efforts to stay up to date with the demands of time and technology, Sonali Bank
PLCLimited has launched a digital banking platform dubbed "SBL Sonali e-Wallet" that will
help clients meet their banking requirements. Consumers can use handheld devices, notebooks,
and PCs to conduct deals, make payments, buy products online, transfer money, top up their cell
phones, and more from any location at any time. We have established a single umbrella for all
of our segmented clients, known as Core Finance Customers, on our electronic banking
platform.

Features:

4.9.1Digital onboarding facilities (you don’t need to fill-up form/visit any

branch/call to contact center)
4.9.2 Open SBL Account ( Individual Savings Account Only )
4.9.3 Digital KYC, e-KYC verification with a very convenient way
4.9.4 Digitize your account with a very fast and convenient way
4.9.5 Real time Funds Transfer within the SBL
4.9.6 Transfer funds to other Banks through BEFTN
4.9.7 View all of your accounts with balance
4.9.8 View account summary
4.9.9 Mobile top-ups
4.9.10 Pay utility bills
4.9.11 Insurance Payment Facility
4.9.12 SBL Credit Card Bill Payment
4.9.13 Buy domestic air tickets, movie tickets and many more
4.9.14 QR Branch cash withdrawal
4.9.15 QR Merchant Payment
4.9.16 Locate branches and ATMs on Google Map
4.9.17 PIN Change
4.9.18 Bangla and English as language
4.9.19 Many more digital ways of doing banking.
4.9.20 Experience Banking with SBL Sonali e-Wallet: Digital Banking Platform of
Sonali Bank PLCLimited, get it now!

Page | 28
 4.10 Customer satisfaction of online banking

A tool that makes a man happy or pleased is referred to as satisfaction. Satisfaction is the act of
satisfying a need, want, or cravings, as well as the sensation that results from such completion.
Satisfying clients entails meeting the requirements of customers better than competing. If a
When a client is pleased with the good or service offered by a business, it indicates that the
product or service in question is of high quality. The service has met the demands or
requirements for its customers.

o Happy customers are more loyal to the company.

o Clients who feel satisfied are less price sensitive.

o Pleased consumers generate great word of mouth about the business.

o It is stated that retaining existing consumers is easier and less expensive than acquiring new
ones. clients.

As a result, client fulfillment is the most important factor in retaining current consumers.

Page | 29
3.16 SWOT Analysis of SBL.
Weaknesses:
 Strengths: Economies of scale and
 High debt load,
 excellent customer service
 a shortage of employees,
Brand Name: Stuff Training System
 a lack of new technology

The supply system is weak.

Opportunities: Threats:
 Banking Software  Internal Competition
 Govt Regulations
 Internet Banking  Fluctuate in Tastes of Customers
 Different Products
 Skilled Staff

Branch Growth

Page | 30
Page | 31
 Chapter-4
Job description

Page | 32
4.1 Work experience at Barisal branch:

On July 9th, 2023, I began my internship at Sonali Bank PLC Limited, and it is still ongoing. I
had a 41-day engagement at the Barisal Branch. I have had a little introduction to the actual
working world and its etiquette throughout this time. I've learned a number of business
manners, training etiquette, and organizational behaviors. I made an effort to get involved in
some way with the branch's everyday operations .In the general banking department, I helped
the clients to fill up the account open form gave information about different scheme of SBL
that are offered. From these general banking activities, I have experienced general banking
activities of a bank. I have also experienced about the online banking services of SBL that
they are provided by their e-banking apps, SBL Sonali e-Wallet.

4.2 My roles and responsibilities at Barisal Branch

As an intern, I have no specific job responsibility in Barisal branch. I observed activities of many

departments. But I carry out some roles and responsibilities also:

 Opening Savings A/C.

 Opening Current A/C.

 Opening School Banking.

 Issue Check Books.

 Closing Different Types of Accounts.

 Issuing Debit Card.

Other Relevant Activities:

 SMS Banking.

Page | 33
4.3 Different aspects Of job performance :

At first I started my internship from General Banking Department and then i also performedsome
activities on online banking department .I observed activities of different sections, namely Account
Opening section, Check Book Issue and Dispatch section, Remittance Section, Clearing and Bills
Section, Accounts Section, Cash Section. I also provide knowledge about the use of SBL’s mobile
banking app to its customers

4.4 Observation:

This is a well-established statement that practical situations always differ from theoretical
explanation. During the three months internship program at Barisal Branch most of the desks I have
been observed. And I have found theory deviates from the practice more or less though three
months are not enough time to find out all the discrepancy between theory and practice.

Among all experiences some noticeable observations are described below:

• This office has a sufficient number of computers, which makes client service quick.

• Check and account verification don't take sufficient time.

• The employees and authorities of the bank are quite occupied with their professional duties.

Therefore, it is a bit challenging for them to do their assignment by the deadline.

• The office has a sufficient number of computers. So there is no need for the authorities to

share computers. It speeds up work output.

• Some of the employees lack certain skills.

• The large loan is disbursed slowly.

• Both new as well as past customer data is current.

Other than this, the cops were generally polite, helpful, and willing to assist despite the heavy

schedule. We are an individual bank.

Page | 34
4.5 Recommendation:

Bank has to improve the level of customer service it provides. It needs to pay close attention to
customer service quality. Clients must be treated right in order to keep them coming back to the
location.

Add additional capabilities:

To draw in additional prospective clients, SBL should broaden its banking offerings and incorporate
novel characteristics.

Details on the client:

For the purpose of getting direct insight, it is crucial to have a tight, intimate, and extra-friendly
connection to the consumer.
More power to branch manager:

Branch directors should have additional authority to approve loans to loan and advance division
directors in order to speed up the approval of loans. Correct instruction is essential for increasing
staff efficiency.

Innovative Good:

SBL should offer any distinctive services that might draw in new clients.

A system of information should be created:

The branch needs to enhance its electronic information. in order for it to effortlessly interact with
other branches.

Page | 35
 Chapter : 5
Analysis of the Study

Page | 36
 5.1 Analysis of the survey result
To demonstrate my understanding of Sonali Bank PLC's internet banking assistance, and I was
required to perform a questionnaire on Client satisfaction with SBL Internet Banking Service. I
was gathering data from 30 clients that use SBL electronic service. There are several customers.
who remain not utilizing their internet connections. The questionnaire allows me to learn what
others really think. the clients and their expectation from the SBL. I hoped to learn more about
determine the extent to which people feel happy with Sonali Bank PLC's internet services or not.

A poll results are as follows:

1. Gender

Customers of Sonali Bank PLC include men and women. The bulk of Sonali Bank PLC clients
are professionals who engage in government organizations, banks, and other organizations. The
male and female clients are present there. are approximately identical proportions. Males
represented 55% of the people, while females formed up 45%. the proportion.

45

55 Men
Female

Age
A wide range of people came to the bank. Their has been no designated age category in the bank's
establishment. As a result, I keep the age range between 18 and 50. However, the majority of the
customers were within the ages of 25 and 36

Page | 37
 10
17
18-25
26-35
27
36-50
50+

46

3.Occupation
Sonali Bank PLC had a diverse range of clients. In this case, Sonali Bank PLC consumers were
classified into four groups. These people are students, business owners, entrepreneurs, and
housewives. Students made up 20% of the sample, which is a fairly low proportion. The
entrepreneur demonstrates 37% of the people is employed, 30% are self-employed, and 13% are
housewives

13
20

Student
Self-employed
Businessman

37 Housewives
30

Page | 38
 Q.1: Online Banking transaction procedures of Sonali Bank PLC are simple and
straightforward?

Degree of perception Frequency Percent

Strongly disagree 3 10

Disagree 1 13

Neutral 8 27

Strongly agree 15 40

Agree 3 10

Total 30 100

10% 10%

Strongly disagree
13%
disagree
Neutral
Strongly agree
40%
Agree
27%

Explanation:
From the above table it can be seen that out of 30 respondent,15 respondents are strongly agree,
3 respondents are agree, 8respondents are neutral, 1 respondents are disagree and 3 respondents
are strongly disagree. The percentage are respectively 10%,13%, 27%, 40%,10%. As most of the
respondents are strongly agree .

Page | 39
 Q.2: The employees of Sonali Bank PLC understand customer’s specific need?

Degree of perception Frequency Percent

Strongly disagree 5 10

Disagree 3 7

Neutral 6 23

Strongly agree 12 50

Agree 4 10

Total 30 100

10% 10%
7%
Strongly
Agree
Disagr
ee
Neutral
23% Strongly
agree
50% Agree

Explanation:
From the above table it can be seen that out of 30 respondent,12 respondents are strongly agree,
4 respondents are agree, 6 respondents are neutral, 3 respondents are disagree and 5 respondents
are strongly disagree. The percentage are respectively 10%,7%, 23%, 50%,10%. As most of the
respondents are strongly agree

Page | 40
 Q.3: It is quick to complete a transaction through the bank's website.

Degree of perception Frequency Percent

Strongly disagree 3 10

Disagree 2 7

Neutral 7 23

Strongly agree 15 50

Agree 3 3

Total 30 100

10% 10%

7%
Strongly disagree
Disagree
Neutral
23% Strongly agree
Agree
50%

Explanation:
From the above table it can be seen that out of 30 respondent, 15respondents are strongly agree,
3 respondents are agree, 7 respondents are neutral, 2 respondents are disagree and 3 respondents
are strongly disagree. The percentage are respectively 10%,7%, 23%, 10%,17%. As most of the
respondents are strongly agree

Page | 41
 Q.4: Sonali Bank PLC using modern and high technology equipment comparing other banks.

Degree of perception Frequency Percent

Strongly disagree 4 13

Disagree 10 34

Neutral 7 23

Strongly agree 14 13

Agree 5 17

Total 30 100

17% 13%

Strongly disagree
Disagree
13% Neutral

34% Strongly agree

Agree

23%

Explanation:
From the above table it can be seen that out of 30 respondent,14 respondents are strongly agree,
5 respondents are agree, 7respondents are neutral, 10 respondents are disagree and 4 respondents
are strongly disagree. The percentage are respectively 13%,34%, 23%, 13%,17%. As most of the
respondents are disagree so, the bank should provide modern and high technology equipment
service.

Page | 42
 Q.5: Transaction or other banking activities of Sonali Bank PLC are safe that offer online
banking services.

Degree of perception Frequency Percent

Strongly disagree 3 10

Disagree 3 10

Neutral 4 14

Strongly agree 17 59

Agree 2 7

Total 30 100

7% 10%

10% Strongly disagree

Disagree
Neutral
14%
Agree
Agree
59%

Explanation:
From the above table it can be seen that out of 30 respondent, 17 respondents are strongly agree,
2respondents are agree, 4 respondents are neutral, 3 respondents are disagree and 3 respondents
are strongly disagree. The percentage are respectively 10%,10%, 14%, 59%,7%. As most of the
respondents are strongly agree .

Page | 43
 Q.6: If customers face any problem about online banking service, bank provide the support
instantly.

Degree of perception Frequency Percent

Strongly disagree 3 10

Disagree 12 40

Neutral 4 13

Strongly agree 5 17

Agree 6 20

Total 30 100

10%
20%

Strongly disagree
Disagree
Neutral
17% Strongly agree
40%
Agree

13%

Explanation:
From the above table it can be seen that out of 30 respondent,5 respondents are strongly agree, 6
respondents are agree, 4 respondents are neutral, 12 respondents are disagree and 3 respondents
are strongly disagree. The percentage are respectively 10%,40%, 13%, 17%,20%. As most of the
respondents are disagree so, the bank should provide the support instantly.

Page | 44
 Q.7: Online banking service of Sonali Bank PLC is less costly than traditional banking service.

Degree of perception Frequency Percent

Strongly disagree 3

Disagree 4

Neutral 5

Strongly agree 10

Agree 8

Total 30 100

3, 7%
8, 20%
4, 10%
Strongly disagree
Diagree
5, 13% Neutral
Strongly agree
Agree
20, 50%

Explanation:
From the above table it can be seen that out of 30 respondent, respondents are strongly agree,
5 respondents are agree, 5 respondents are neutral, 8 respondents are disagree and 5 respondents
are strongly disagree. The percentage are respectively 7%,10%, 13%, 50%,20%. As most of the
respondents are disagree so, the bank should provide more ATM services to the customers.

Page | 45
 Q.8: The customers get proper explanation of their queries from bank employees.

Degree of perception Frequency Percent

Strongly disagree 5 17

Disagree 4 13

Neutral 11 37

Strongly agree 7 23

Agree 3 10

Total 30 100

10%
17%
Strongly disagree
Disagree
23%
13%
Neutral
Strongly agree
Agree

37%

Explanation:
From the above table it can be seen that out of 30 respondent, 7respondents are strongly agree,
3 respondents are agree,11 respondents are neutral, 4 respondents are disagree and 5 respondents
are strongly disagree. The percentage are respectively 23%,17%, 17%, 26%,17%. As most of the
respondents are neutral.

Page | 46
 Q.9: Sonali Bank PLC provide available ATM Booths services for their customers.

Degree of perception Frequency Percent

Strongly disagree 3 10

Disagree 13 13

Neutral 4 44

Strongly agree 6 20

Agree 4 13

Total 30 100

13% 10%

Strongly Disagree
Disagree
20% Neutral
Strongly agree
44% Agree

33%

Explanation:
From the above table it can be seen that out of 30 respondent, 6 respondents are strongly agree, 4
respondents are agree, 4 respondents are neutral, 13 respondents are disagree and 3 respondents
are strongly disagree. The percentage are respectively 10%,13%, 44%, 20%,13%. As most of the
respondents are disagree so, the bank should provide more ATM services to the customers.

Page | 47
 Q.10: Sonali Bank PLC makes its customers comfortable with its percentage of return.

Degree of perception Frequency Percent

Strongly disagree 7 22

Disagree 5 15

Neutral 10 31

Strongly agree 5 16

Agree 5 16

Total 30 100

16%
22%
Strongly disagree
Disagree
16%
Neutral

15% Strongly agree

Agree

31%

Explanation:
From the above table it can be seen that out of 30 respondent, 5 respondents are strongly agree, 5
respondents are agree, 10 respondents are neutral, 5 respondents are disagree and 7 respondents
are strongly disagree. The percentage are respectively 22%,15%,31%, 16% ,16%. Here, most of
the respondents are disagree and strongly disagree.

Page | 48
 Q.11: Sonali Bank PLC emphasizes on profit maximization.

Degree of perception Frequency Percent

Strongly disagree 5 17

Disagree 3 10

Neutral 10 20

Strongly agree 10 33

Agree 6 20

Total 30 100

18% 15%

Strongly disagree
9% Diagree
Neutral
Strongly agree
29% Agree
29%

Explanation:
From the above table it can be seen that out of 30 respondent, 10 respondents are strongly agree,
6 respondents are agree, 10respondents are neutral, 3 respondents are disagree and 5 respondents
are strongly disagree. The percentage are respectively 15%,9%,29%, 29%, 18%,. Here, the
customers are both agree neutral with this statement.

Page | 49
 Q.12: Customers are satisfied with the online banking service of Sonali Bank PLC.

Degree of perception Frequency Percent

Strongly disagree 2 7

Disagree 3 10

Neutral 10 33

Strongly agree 6 20

Agree 9 30

Total 30 100

7%
10%
30% Strongly disagree
Diagree
Neutral
Strongly agree

33% Agree

20%

Explanation:
From the above table it can be seen that out of 30 respondent, 6 respondents are strongly agree, 9
respondents are agree, 10respondents are neutral, 2 respondents are disagree and 6 respondents
are strongly disagree. The percentage are respectively 7%,10%, `10%, 20%, 30%. As most of
the respondents are agree so, it can be said that they are satisfied with the online service of Sonali
Bank PLC.

Page | 50
 Q.13: Sonali Bank PLC, Barisal branch provides efficient online services to its customers.

Degree of perception Frequency Percent

Strongly disagree 5 17

Disagree 4 13

Neutral 6 20

Strongly agree 10 33

Agree 5 17

Total 30 100

17% 17%

Strongly disagree
Disagree
13% Neutral
Strongly agree
33% Agree
20%

Explanation:
From the above table it can be seen that out of 30 respondent, respondents are strongly agree10,5
respondents are agree, 6 respondents are neutral, 4 respondents are disagree and 5 respondents
are strongly disagree. The percentage are respectively 17%,13%, 20%, 33%,17%. As most of the
respondents are strongly agree.

Page | 51
 Q.14: You feel safe in your transaction with Sonali Bank PLC.

Degree of perception Frequency Percent

Strongly disagree 4

Disagree 5

Neutral 12

Strongly agree 4

Agree 5

Total 30 100

Sales

17% 13%
Strongly disagree
Disagree
13% 17%
Neutral
Strongly agree
Agree

40%

Explanation:
From the above table it can be seen that out of 30 respondent, respondents are strongly agree,
5 respondents are agree, 5 respondents are neutral, 8 respondents are disagree and 5 respondents
are strongly disagree. The percentage are respectively 13%,17%, 40%, 13%,17%. As most of the
respondents are Neutral

Page | 52
 Q.15: Online banking services of SBL, Barisal branch are sufficient to meet the needs of clients.

Degree of perception Frequency Percent

Strongly disagree 6

Disagree 6

Neutral 12

Strongly agree 5

Agree 1

Total 30 100

3%
20%
17%
Strongly disagree
Disagree
Neutral

20% Strongly agree

Agree
40%

Explanation:
From the above table it can be seen that out of 30 respondent, respondents are strongly agree, 5
respondents are agree, 12 respondents are neutral, 6 respondents are disagree and 6 respondents
are strongly disagree. The percentage are respectively 20%,20%, 40%,3%,17%. As most of the
respondents are Neutral

Page | 53
 Chapter -6
Major of the Findings

Page | 54
 6.1 Findings

Results section of each study is particularly essential. In this section, I evaluate my entire
research on Sonali Bank PLC Limited, including the poll I did to assess client satisfaction with
their electronic banking service. The findings of this investigation are as follows:

 Sonali Bank PLC's electronic banking procedures are easy to understand.

 Sonali Bank PLC's clientele have a standard view of its swift offerings; they deliver
excellent support for the clients.
 Sonali Bank PLC workers recognize the client's particular demands and provide
competent banking facilities.
 Sonali Bank PLC workers recognize their client's particular demands and provide
competent banking offerings.
 Sonali Bank PLC is committed to morality and openness at all levels. Associates at
Sonali Bank PLC are polite and efficient.
 The Sonali Bank PLC provides current data.
 In comparison to other lenders, they apply cutting-edge technologies.
 Sonali Bank PLC's electronic banking services are secure and simple.
 Sonali Bank PLC uses "Sonali e-Wallet" to give an efficient electronic service.
 The majority of Sonali Bank PLC customers use their websites since they are less
expensive.
 Finally, it has been stated clients are pleased with Sonali Bank PLC's electronic banking
capabilities.
 Sonali Bank PLC provide a well-organized online service by using "Sonali e-Wallet"
 Most of the client of Sonali Bank PLC using their online services because these services
are less costly.
At last, it can be said that, the customers are satisfied with the online banking services of Sonali
Bank PLC.

Page | 55
 Chapter : 7
Recommendation and conclusion

Page | 56
 7.1 Recommendation

 Interaction with clients is critical, so it must be done more formally to ensure the
lender's image is positive, so they should build an information desk for clients.
 It is critical to deploy more via the web banking processes rather than standard systems.
 It must be an additional electronic, interactive procedure in order to deliver speedier
service.
 It must broaden their area and add a workstation to the an internship, as well as equip the
student intern with an ID card.
 They should keep office equipment in good working order and offer lots of space for
clients.
 They can set up different desks for different types of customers, such as a VIP & specific.
 Sonali Bank PLC should open more ATMs in the Barisal area.
 Thy activities must be completed more quickly.
 If a customer has a problem, the lender should respond immediately.
 The web site should accept Visa payment cards as credit cards to ensure customers can
use them.
 This card can be used to make online purchases.
 The bank's internet services must be improved even further.
 Additional electronic services must be added.

7.2 Conclusion

I was given the chance to work as an intern at Sonali Bank PLC PLC. (Barisal Branch) for three
months. I was able to get a detailed look at the many everyday banking tasks, internet banking
tasks, and banking operations of the Sonali Bank PLC Limited. During my internship at SB's
Barisal branch, I learned many of new skills that were completely unfamiliar to me, such as how
to open different accounts, how to close identities, how to distribute checks, the way to file for
debit cards as well as how to fill out the forms, and how to make entries in the database book SB
PLC loan process, as well as learning to follow office codes of conduct, collaborate with others as
a group, and so on.Through out this program, I've had some difficulties when opening new
accounts, closing old ones, and dealing with consumers. Other issues I encountered were that the
workplace surroundings was unfamiliar to me as well as all staff were uncooperative and
unwilling to train me. Further more, everything I acquired throughout this three-month internship
program will be very useful in my future career. The entire program assisted me in both learning
electronic banking practices and expanding my own knowledge.

Page | 57
Reference
Akib, A. (2022). Customer satisfaction on services of Sonali bank Limited.

Jahan, S. (2018). GENERAL BANKING ACTIVITIES AND CUSTOMER SATISFACTION OF SONALI BANK
LIMITED (MALIBAGH BRANCH).

Ahmed, S. (2020). E-Banking and customer satisfaction-A comprehensive study on Sonali Bank Limited.

Al Kabir, A., & Poddar, S. C. (2015). E-banking and customer satisfaction in Bangladesh. European Journal
of Business and Management, 7(8), 48-54.

Huda, S. N., Aktar, S., & Islam, M. S. (2020). Impact of e-banking on service quality and customer
satisfaction in selected private commercial banks in Bangladesh. Globus-An International Journal of
Management and IT, 11(2), 21-27.

GOWTHAMAN, D. P. (2020). A study on the impact of e-banking on customer satisfaction in India. The
journal of contemporary issues in business and government, 26(2), 1023-1030.

Ibrahim, S. S. (2022). Customer Satisfaction with Electronic Banking Services in the Iraqi Banking Sector: a
case of Duhok city banks. Academic Journal of Nawroz University, 11(3), 12-19.

Saha, S., Fouzder, H., & Shuvro, R. A. (2020). Customer satisfaction in public sector banks and private
sector banks in Bangladesh: A comparative study. International Journal of Research in Human Resource
Management, 2(1), 45-49.

Huda, S. N., Aktar, S., & Islam, M. S. (2020). Impact of e-banking on service quality and customer
satisfaction in selected private commercial banks in Bangladesh. Globus-An International Journal of
Management and IT, 11(2), 21-27.

Rana, A. N. S. (2013). Technological implementation and online banking have increased customer service,
satisfaction but reduced costs in the banking sector of Bangladesh.

Abir, M. H. (2018). Overall banking activities of Sonali Bank Limited.

Akash, T. N. (2021). Overall analysis of E-banking and information management system of Sonali Bank
Submitted.

Begum, H., Uddin, J., Jaman, S. M. S., & Roy, S. S. (2023). THE IMPACT OF E-BANKING SERVICE
QUALITY ON CUSTOMER SATISFACTION: EVIDENCE FROM SONALI BANK LIMITED,
BANGLADESH. Journal of Science and Technology, 80, 87.

Begum, H., Uddin, J., Jaman, S. M. S., & Roy, S. S. (2023). THE IMPACT OF E-BANKING SERVICE
QUALITY ON CUSTOMER SATISFACTION: EVIDENCE FROM SONALI BANK LIMITED,
BANGLADESH. Journal of Science and Technology, 80, 87.

Abir, M. H. (2018). Overall banking activities of Sonali Bank Limited.

Patoary, M. R. (2019). General Banking Performance of Sonali Bank Limited-A Case Study on
Mohammadpur Krishi Market Branch.

Roy, S. (2021). Evaluation of consumer services of a commercial bank: a study on Sonali Bank Limited.

Page | 58
 APPENDIX

Questionnaire

“Customers satisfication on Online Banking Activities of Sonali Bank PLC in Bangladesh”.

I am a student of BBA at University of Barisal. I'm conducting a survey on customer satisfaction
about online banking of Sonali Bank PLC. For this purpose, I need some information from you,
so kindly spare your valuable time and give worthy opinion for the effective result of the study.
This data collected must be kept confidential and used for the purpose of my academic research
only.

Part - A

Name: ……………………………

Cell : ..............................

Please put the tick marks in the appropriate box.

★Gender

a) Male b) Female

★Age
a) 18-25 years b) 26-35 years
c) 36-50 years d) Above 50
★Occupation
a) Student b) Businessman
c) Self-employed. d) Homemaker

Page | 59
 Part -B

Please tick (√) the number according to the degree of agreements from the following
question serial

Strongly Disagree Neutral Strongly Agree

disagree agree

1 2 3 4 5

Serial Statement Strongly Disagree Neutral Strongl Agree

y agree
No Disagree

Online banking transaction 1 2 3 4 5

procedures of Sonali Bank PLC
Q:1 are simple and
straightforward?

The employees of Sonali Bank 1 2 3 4 5

PLC understand customer’s
Q: 2 specific need?

It is quick to complete a 1 2 3 4 5
transaction through the bank's
Q:3 website.

Sonali Bank PLC using modern 1 2 3 4 5

and high technology
Q:4 equipment comparing other
banks.

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 Transaction or other banking 1 2 3 4 5
activities of Sonali Bank PLC
Q:5 are safe that offer online
banking services.

If customers face any problem 1 2 3 4 5

about online banking service,
Q:6 bank provide the support
instantly.

Online banking service of 1 2 3 4 5

Sonali Bank PLC is less costly
Q:7 than traditional banking
service.

Q.8: The customers get proper 1 2 3 4 5

explanation of their queries
Q:8 from bank employees.

Sonali Bank PLC provide 1 2 3 4 5

available ATM Booths services
Q:9 for their customers

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 Sonali Bank PLC makes its 1 2 3 4 5
customers comfortable with its
Q : 10 percentage of return.

Mercantile Bank emphasizes 1 2 3 4 5

on profit maximization.
Q :11

Customers are satisfied with 1 2 3 4 5

the online banking service of
Q : 12 Mercantile Bank.

Mercantile Bank, Barisal 1 2 3 4 5

branch provides efficient
Q : 13 online services to its
customers.

You feel safe in your 1 2 3 4 5

transaction with Sonali Bank.
Q : 14

Online banking services of SB, 1 2 3 4 5

Barisal branch are sufficient to
Q : 15 meet the needs of clients.

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