Abstract:
This project aims to know that what kind of online banking services (web services) banks are offering in order to retain existing customers as well as to increase their customer base. MCB and Citibank were selected to answer the question. Interview/interaction with websites and questionnaire were used to collect feedback from the customers. Response/feedback analysis of both the banks web services was carried out and compared with each other. Both banks are offering well online banking services through websites. However, security and quick response are the main concern of the every customer. It recommended that banks should hire anti-hackers professional teams to safeguard customer’s database and this information that banks have anti-hackers teams to safeguard their database should be disseminated to all the customers. It is pertinent to mention that Bank should also provide encyclopedia link facility on their site which provide all the information about their product and services; how one can get those services, procedures, documents requirement etc specifically related to their sites. Banks should monitor customer’s complaint regularly and quick response should be given to overcome the problem. Effective Complaint Management System should be monitored regularly and feedback ought to be given accordingly. Homepage is the sketch of the sites it should be designed properly and purposely. These are the keys to retain their existing customers and to increase their customers’ base by provided friendly web services to their customers.
