Abstract:
This research investigates the impact of online banking on operational efficiency within City Bank
PLC., employing a comprehensive approach to assess online banking adoption, customer
satisfaction, and the operational benefits associated with digital banking services. The study begins
by identifying a compelling research topic, "The Impact of Online Banking on Operational
Efficiency: A Case Study of City Bank PLC.," emphasizing the significance of exploring online
banking adoption within a specific financial institution. Through a systematic analysis, the
research addresses key objectives, including evaluating the level of online banking adoption
among City Bank PLC. customers, identifying factors influencing adoption and usage, assessing
the impact on operational efficiency, and gathering recommendations for further improvement.
Methodologically, the research employs a combination of surveys, interviews, and literature
reviews to gather insights from customers, stakeholders, and existing research.Findings reveal a
strong endorsement of City Bank PLC.'s online banking services, with high levels of adoption and
customer satisfaction observed. Customers express satisfaction with the usability, functionality,
and security of the online banking platform, highlighting the effectiveness of security measures
and the transformative impact on transaction processing times and accuracy. Recommendations
are proposed to further enhance City Bank PLC.'s digital banking services, including continuous
improvement of the online banking platform, investment in security measures, digital literacy
programs, personalized financial insights, streamlined customer support, regulatory compliance,
collaboration with fintech partners, and robust customer feedback mechanisms. The research
contributes valuable insights into the opportunities and challenges associated with online banking
adoption and operational efficiency within City Bank PLC. By implementing the
recommendations derived from this study, City Bank PLC. can continue to innovate and refine its
online banking services, ensuring alignment with customer expectations and maintaining a
competitive edge in the digital banking landscape.
