Title: Customer perception on online banking ( IFIC BANK)

Background of the study

Modern banks play an important role in promoting economic development of a country. Banks
provide necessary funds for executing various programs underway in the process of economic
development. They collect savings of large masses of people scattered throughout the country,
which in the absence of banks would have remained ideal and unproductive. These scattered
amounts are collected, pooled together and made available to commerce and industry for meeting
the requirements.
As a servicing industry, the Banks are customers oriented. Customers are the driven power of a
Bank and it earns profit by providing services to customers. Customers are the person or
institutions which deal with the Bank. In general, he, who has an account in a Bank, may be
treated as a customer. In broad sense, customers may be seen from the two wings Depositors
and Borrowers. Beside these, other short-term served customers may exist in a Bank. As the
Banking area is very hard and competitive, in order to survive and successfully compete with
other Banks, a Bank has to serve its customers very carefully. Now, in Bangladesh more than 50
scheduled Banks are operating their activities to serve customers.
To fulfill the demand of time and impress the customer most of the banks are now trying to make
their whole banking operation through online.
Online banking is the demand of time. It is now no longer a nice to have but an impossible to
survive without for all banks. IFIC Bank Ltd performs many of its operation in on line and
trying to include rest of the operations.
Online banking comes with huge benefits. Many customers warmly adopt the habit of online
banking. Some eagerly wait for new online services. But some still prefer traditional banking.
They find traditional banking easy, hassle free and more trustworthy than online banking.
IFIC Bank Ltd is continuing to begin new online services one by one. During my project period
I got the opportunity to observe customer closely. I found that many customer want more online
services to save their time and cost. Many customers are happy with traditional banking. Some
customers have no faith on online banking.
Online banking makes life easier, there is no doubt. But introducing a new system is not easy
because it brings some difficulties with it. In case of starting full online banking; the bank has to
introduce some new system/products. In that situation both employees and customers face some
problem to adopt that new system/product.
Research question

The research questions are:

1. What are online banking products and services that IFIC Bank Ltd offers to their
customers?
2. What are the upcoming online banking products and services that IFIC Bank Ltd is
going to offer their customers?
3. What is the perception of customers of online banking?
OBJECTIVE of the Study
A Bank operates its activities not only to earn profit, but also to serve its clients in accordance
with their needs and demands. Online banking is the demand of time as well as the demand of
customer. IFIC Bank is popular for its better customer services. The main objectives of the
study are to evaluate the customer expectations in term of online banking, their problems with
online banking, etc. However, besides this, the study is an attempt to fulfill the following
objectives:
To identify customers perception of online banking
To find out the facilities of online banking available in IFIC Bank Ltd.
To find out the level of customer satisfaction with the available online banking
facilities.
To analyze the customers opinions towards different online services of IFIC Bank Ltd.
To identify the customers reactions when suddenly they asked for some extra rules to
make the system online.
To analyze the employees opinions towards different online system of IFIC Bank Ltd.
To identify employees problem to operate the system that newly installed.
Research Methodology
Firstly I made a plan about what to do. Then check out some banking activities of the bank
staffs. Gather some practical banking knowledge from some banker of IFIC Bank Ltd.Then
working few days with them and acquire some experiences. After learning some work I gave
some customer services. When I became easy with customers I collect some primary data from
them. I also talk with few bank staffs personally to collect more primary data. I collect my
secondary data from different sources like bank website, brochures, commercials etc. After
collecting necessary data I made the project
The whole project was prepared through the following seven steps:
Step 1 Planning for the study (August 17, 2016)
Step 2 Acquire knowledge about several banking activities (August 17- September
1)
Step 3 Work few bays like a banker and gather some experience (September 2September 30)
Step 4 dealing with customers (October 15)
Step 5 Data collection from different sources of bank (primary and secondary)
(October 20)

 Step 6 Analysis of collected data ( October 30)

Step 7 Draw summary and recommendations.( November 1)
RESOURCE
Primary resource: letters, official records, interviews, survey results, or unanalyzed statistical
data.
Secondary resource : books, brochures, journals, magazines, newspapers, and books; and CDROMs and other electronic sources, such as the Internet and the World Wide Web
Reference:
WEB RESOURCES
1. http://www.ificbank.com.bd [accessed on 06.05.2012]
2. http://www.recommendedsystemrequirements.com/site/ific-bank [accessed on 10.05.2012]
3. http://www. en.wikipedia.org/wiki/IFIC_Bank [accessed on 21.05.2012]
4. http:// www.banglapedia.org/httpdocs/HT/I_0019.HTM [accessed on 21.05.2012]
5. http://www.wisegeek.com/what-is-online-banking.htm [accessed on 03.06.2012]
6. http://www. en.wikipedia.org/wiki/Online_banking [accessed on 24.05.2012]
http:// www.wbiconpro.com/602-Delwar.pdf [accessed on 04.06.2012
REFFRENCE BOOKS
1. Kenneth C. Laudon and Carol G. Traver, E-commerce: Business, Technology,
9th edition, Pearson education

Society,