Customer Services through E-Banking: A Case Study on Eastern Bank Limited (EBL)

Abstract: The more the civilization tends to modern technology, the more the banking system gets modernized with up-to-date technology. As a result, E-Banking is a fruit of modern technology nowadays. It is too buzzword to elaborate. Hence, how electronic banking ripples the mind of the people in the modern century, what the reacts toward the new technology of the society, how it impacts the dimension of the operations of the financial institutions and ability to provide security about the customers confidentially are the immanent driving forces behind me to opt this topic and make an analysis. Primary data have been collected according to the questionnaire for classifying the respondents according to the variables such as gender, occupation, education, qualification, account opening, and Internet banking-related variables. Finally, the findings of the analysis concluded that the young generation is more interested in E-Banking. Most of the E-Banking users are service holders and they use it for personal requirements. Security, privacy, time-saving, and hassle-free banking have been possible through E-Banking. Through this analysis I recommend that a special campaign should be launched to attract customers’ especially female customers to use electronic banking, Charges of internet banking should be fixed at a reasonable amount and procedures should be made easier to attract more conventional clients in it and E-banking service should be according to the customers’ expectation and satisfaction