Unveiling post-COVID-19 dynamics: a comprehensive analysis of customer satisfaction and app usage at Prime Bank's Jatrabari branch

This internship report is submitted in partial fulfillment of the requirements for the degree of Bachelor of Business Administration, 2023.

Bibliographic Details
Main Author:	Basir, Abdus Samiul
Other Authors:	Shuvo, Shihab Kabir
Format:	Internship report
Language:	English
Published:	Brac University 2024
Subjects:	Consumer behavior Customer satisfaction COVID-19 Mobile banking Prime Bank Limited App-based service Banking sector Consumer satisfaction. Banks and banking > Bangladesh. Banks and banking, Mobile. Internet banking. Banks and banking > Automation. COVID-19 (Disease) > Economic aspects.
Online Access:	http://hdl.handle.net/10361/23812

id	10361-23812
record_format	dspace
spelling	10361-238122024-09-03T09:29:04Z Unveiling post-COVID-19 dynamics: a comprehensive analysis of customer satisfaction and app usage at Prime Bank's Jatrabari branch Basir, Abdus Samiul Shuvo, Shihab Kabir Brac Business School, Brac University Consumer behavior Customer satisfaction COVID-19 Mobile banking Prime Bank Limited App-based service Banking sector Consumer satisfaction. Banks and banking--Bangladesh. Banks and banking, Mobile. Internet banking. Banks and banking--Automation. COVID-19 (Disease)--Economic aspects. This internship report is submitted in partial fulfillment of the requirements for the degree of Bachelor of Business Administration, 2023. Cataloged from the PDF version of the internship report. Includes bibliographical references (page 47). In this study, we conducted a series of tests to explore how the COVID-19 strike in Bangladesh in 2020 affected customer satisfaction and app usage among 19 customers at Prime Banks Jatrabari branch. We set the significance level (α) at 0.05. Regarding customer satisfaction with the app, we found that there was an increase in satisfaction scores after the strike (M = 39.89 SD = ±3.755) compared to before the strike (M = 30.16 SD = ±4.086). On average customer satisfaction increased by 9.737 units with a confidence interval of [11.630 7.844] at a confidence level of 95%. The results of the paired sample t-test showed a significant difference (t (19) = 10.806, p < 0.001 two-tailed) indicating that the COVID-19 strike had a considerable impact on customer app satisfaction. Likewise, when it came to app usage, we noticed that there was an increase in weekly usage after the strike (M = 5.65 SD = 2.813) compared to, before the strike (M = 3.53 SD =2.144). On average weekly usage increased by 2.105 units within a confidence interval of [ 3.751 0.460] at a confidence level of 95%. According to the results of the paired sample t-test, there was a difference (t (19) = 2.688 p = 0.015, two-tailed) indicating that app usage was affected. These findings imply that the COVID-19 outbreak had an impact on both customer satisfaction with the app and how frequently it was used at Prime Banks Jatrabari branch. More research is needed to understand the factors behind these changes and to develop strategies, for improving customer experience and engagement in a pandemic world. Abdus Samiul Basir B. Business Administration 2024-08-20T03:32:10Z 2024-08-20T03:32:10Z ©2023 2023-09 Internship report ID 17104023 http://hdl.handle.net/10361/23812 en Brac University internship reports are protected by copyright. They may be viewed from this source for any purpose, but reproduction or distribution in any format is prohibited without written permission. 61 pages application/pdf Brac University
institution	Brac University
collection	Institutional Repository
language	English
topic	Consumer behavior Customer satisfaction COVID-19 Mobile banking Prime Bank Limited App-based service Banking sector Consumer satisfaction. Banks and banking--Bangladesh. Banks and banking, Mobile. Internet banking. Banks and banking--Automation. COVID-19 (Disease)--Economic aspects.
spellingShingle	Consumer behavior Customer satisfaction COVID-19 Mobile banking Prime Bank Limited App-based service Banking sector Consumer satisfaction. Banks and banking--Bangladesh. Banks and banking, Mobile. Internet banking. Banks and banking--Automation. COVID-19 (Disease)--Economic aspects. Basir, Abdus Samiul Unveiling post-COVID-19 dynamics: a comprehensive analysis of customer satisfaction and app usage at Prime Bank's Jatrabari branch
description	This internship report is submitted in partial fulfillment of the requirements for the degree of Bachelor of Business Administration, 2023.
author2	Shuvo, Shihab Kabir
author_facet	Shuvo, Shihab Kabir Basir, Abdus Samiul
format	Internship report
author	Basir, Abdus Samiul
author_sort	Basir, Abdus Samiul
title	Unveiling post-COVID-19 dynamics: a comprehensive analysis of customer satisfaction and app usage at Prime Bank's Jatrabari branch
title_short	Unveiling post-COVID-19 dynamics: a comprehensive analysis of customer satisfaction and app usage at Prime Bank's Jatrabari branch
title_full	Unveiling post-COVID-19 dynamics: a comprehensive analysis of customer satisfaction and app usage at Prime Bank's Jatrabari branch
title_fullStr	Unveiling post-COVID-19 dynamics: a comprehensive analysis of customer satisfaction and app usage at Prime Bank's Jatrabari branch
title_full_unstemmed	Unveiling post-COVID-19 dynamics: a comprehensive analysis of customer satisfaction and app usage at Prime Bank's Jatrabari branch
title_sort	unveiling post-covid-19 dynamics: a comprehensive analysis of customer satisfaction and app usage at prime bank's jatrabari branch
publisher	Brac University
publishDate	2024
url	http://hdl.handle.net/10361/23812
work_keys_str_mv	AT basirabdussamiul unveilingpostcovid19dynamicsacomprehensiveanalysisofcustomersatisfactionandappusageatprimebanksjatrabaribranch
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Unveiling post-COVID-19 dynamics: a comprehensive analysis of customer satisfaction and app usage at Prime Bank's Jatrabari branch

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