Evaluating the Impact of Online Banking Adoption: A Case Study on City Bank PLC.

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.