Mutual Trust Bank 6m511a

Determinants of online banking image of MTB Ltd.

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Abstract Mutual Trust Bank Limited is the oldest private commercial bank operating in Bangladesh. It has over the years created one of the largest networks among all the other banks in Bangladesh. Although a trendsetter in offering a various ranges of products in the market, the product offers by Mutual Trust Bank Limited are quickly imitated by competitors. Now a day‟s technological advancement makes our life easier. As a part of this advancement banking sector facilitates their client involvement by offering most convenient services through electronic means. Customers are now able to transact different types of banking activities via internet. People are now busy enough and consciousness among people has increase than ever before so they expect high quality service with short period of time. Banking image now depends on how efficiently they provide online service to their customers in a secure way. This study aims to investigate the relationships among access to service, transaction efficiency, service quality, online security and personal to determine whether these variables influence the online banking image or not, in the context of Mutual Trust Bank Ltd. To test the framework, structural questioner method is applied to collect data from 50 clients of Mutual Trust Bank Ltd. Hypotheses were tested through Spearman‟s and Pearson‟s correlation test. Regression model also use to see the how much depended variable is explained by independent variables. The results of this study indicate that access to service, transaction efficiency, service quality, online security, personal are influence or positively associated with online banking image in the context of Mutual Trust Bank Ltd.


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1.0 Introduction In general sense we mean „Bank‟ as a financial institution that deals with money. Now-a day‟s banking sector is modernizing and expanding its hand in different financial events every day. At the same time the banking process is becoming faster, easier and is becoming wider. In order to survive in the competitive field of the banking sector all organizations are looking for better service opportunities to provide their fellow clients. In Bangladesh, banking industry is mature to a great extent than earlier period. It has developed superb image in their various activities including electronic banking. Now modern banking services have launched by some multinationals and new local private commercial banks. Online banking is one of the most demanded and latest technologies in banking sector. This paper tried to unearth the present status of online banking image in banking sector of Bangladesh. For last few years, online banking is a very common service that is provided by most of the banks in Bangladesh, Mutual Trust Bank Ltd. is one of them. Now online banking is a very popular form of transaction among peoples because by this they can do their various banking activities without going to the bank and in a very short time.

1.1 Statement of the Problem Globalization, the large number of competitors, and the banks constant struggle to offer something different in their services to distinguish them from the rest, have led them to explore alternative channels such as the Internet. Due to the high involvement included in most banking transactions, security and privacy concerns, and perceived risk on Internet channels are found to be the major obstacles to internet banking. This perceived risk of customers lowers their willfulness to utilize online banking. Perceived risk usually arises due to lack of trust on the system, security concerns, innovativeness of the applications, and finally unawareness of usage method. The important factor that consumers consider before adopting is the amount of information they have about online banking. While the use of online-banking services is fairly a new experience to many people, low awareness of online banking is a major factor in causing people not to adopt internet banking. These factors are believed to exist as more magnified among the customers of developing countries, such as Bangladesh.


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Therefore, the banks need to understand the attributes that customer use to judge online banking image. So in this research I am trying to find the determinants that influence the online banking image in the context of Mutual Trust Bank Ltd.

1.2 Research Objectives The objectives for this study are:  To analyze the various aspects of online banking in Mutual Trust Bank Limited & identify the online banking image through the different services offered to the customer by Mutual Trust Bank Limited.  To find out problems associated with online banking in Mutual Trust Bank Limited.  To suggest suitable measures to remove the existing problems and improvement of the online banking system of Mutual Trust Bank Limited.  To find the determinants that affects the online banking image.  To identify the relationship between transactions efficiency, services offered, security and online banking image.

1.3 Purpose of the Study This study aims to investigate the determinants that affect the online banking image and also find the relationship among transactions efficiency, services quality, security and online banking image of Mutual Trust Bank Limited.


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2.0 Overview of Mutual Trust Bank Limited Mutual Trust Bank was incorporated on September 29, 1999 under the companies Act 1994 as a public company limited by shares for carrying out all kinds of banking activities with Authorized capital of tk.3800, 000,000 divided into 38,000,000 ordinary shares of tk. 100 each. The company was also issued certificate for commencement of business on the same day and was granted license on October 05, 1999 by Bangladesh Bank under the banking companies Act 1991 and started its banking operation on October 24, 1999.as envisaged in the memorandum of association and ass licensed by Bangladesh bank under the provision of the banking company act 1991, the company started its banking operation and entitled to carry out the following types of banking business. All types of commercial banking activities including Money Market operations.  Investment in Merchant Banking activities.  Investment in Company activities.  Financiers, Promoters, Capitalists etc.  Financial Intermediary Services.  Any related Financial Services.

2.1 Functions of MTBL The functions of MTBL are as follows:  Mobilization of idle resources of the country by accepting Deposits from the general public.  Granting Loans and Advances to the individual firms and companies for activating and developing trade, commerce and industries and other productive activities in the country.  To give facilities to the client and shareholders in a systematic way.  Give encouragement to the people for savings.  To increase investment.  To make easy transfer of foreign currency.  To identify consumer‟s demand and fulfill their demand by supplying money.  To improve economy by borrowing financial facility.  To assist capital market.


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2.1.1 Mission: We aspire to be the most ired financial institution in the country, recognized as a dynamic innovative and client focused company that offers an array of products and services in the search for excellence and to create an impressive economic value. The organization structure and corporate of Mutual Trust Bank Limited (MTBL) strongly reflect its determination to establish, uphold and gain a stronger footing as an organization which is customer-oriented and transparent in its management. 2.1.2 Vision: Mutual Trust Bank‟s vision is based on the philosophy well known as MTB3v.We envisions MTB to be: 

One of the best performing banks in the country



The bank of choice and



A truly world class bank

2.2 General Banking Financial institution/ intermediary that mediates or stands between ultimate borrowers and ultimate lenders are knows as banking financial institution. Banks perform this function in two ways- taking deposits from various areas in different forms and lending that accumulated amount of money to the potential investors in other different forms. General Banking is the starting point of all the banking operating and aids in taking deposits and simultaneously provides some ancillaries services. It provides those customers who come frequently and those customers who come one time in banking for enjoying ancillary services. In some general banking activities, there is no relation between banker and customers who will take only one service form Bank. Mutual Trust Bank in confined to provide the service everyday general banking is also known as retail banking.


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2.3 MTB Online Banking Online Banking Internet banking would free both bankers and customers of the need for proprietary software to carry on with their online banking transactions. Customer behavior is changing rapidly. Now the financial service is characterized by individuality, independence of time and place and flexibility. These facts represent huge Challenges for the financial service providers. So the Internet is now considered to be a „Strategic weapon‟ for them to satisfy the ever-changing customers‟ demand and Innovative business needs. Adequate legal framework and maximum security are the two essential factors for Internet banking. The comprehensive security infrastructure includes layers of security from the network to the browser, including sophisticated encryption that protects customers‟ from intrusion when they access the bank over the public network. In order to take advantage of online banking, an holder would need to meet several technological requirements, such as having a personal computer with Internet access and web browser. If those conditions are satisfied, online banking can be performed from anywhere in the world. To minimize the risk of fraud, online banking is enabled through a secure server, which grants the individual a private access to his or her bank . Online banking is designed to streamline banking chores that otherwise require considerable time and effort. Thus, online banking facilitates direct access to details, enables transfer of funds, allows for multiple bills payments, and performs an array other transactions. Online banking is available twenty four hours, seven days a week, regardless of the bank‟s working hours. Today, most banks offer online banking services. 2.4 Characteristics of E-banking In today‟s competitive world economy there are few opportunities to make a big difference and many opportunities to make a little difference. Banks and other financial organizations can easily strive to seize all these opportunities. In the modern age the whole world has become as a global village and people are getting closure day by day through information and communication technologies based on digital system. So, modern age is also termed as digital age.


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E-banking mainly depends on computer and different types of information technologies. Now day‟s different types of e-banking operations have been introduced. Transactional websites provide customers with the ability to conduct transactions through the financial institution‟s website by initiating banking transactions or buying products and services. Banking transactions can range from something as basic as a retail balance inquiry to a large business-to- business funds transfer. E-banking services, like those delivered through other delivery channels, are typically classified based on the type of customer they . The following table lists some of the common retail and wholesale e-banking services offered by financial institutions. 2.5 Security Feature Security is a key feature of the e-banking service. The prospective customers need to be well understood and ensured about the level of security the service holds in order to pursue them for using e-banking service. It is mandatory for Invariably all the banks those who are providing this service or wish to start this service to emphasize on the maximum possible security they could offer to the clients and protect their system from hackers. For example, MTBL uses stringent, leading-edge security technology to protect customer‟s data during preparation, transmission and processing. It employs a four-tiered approach to security:  identification and authentication with dynamic s  entitlement and authorization to limit the functions accessible to each  Data protection using Secure Sockets Layer, 128-bit encryption, digital certificates, and Method Authentication Code verification.  Audits and alerts inform you when unauthorized access attempts are made.

2.6 The Service Mutual Trust Bank is playing a pioneering role among its competitors in providing real time online banking facilities to its customers. Mutual Trust Bank online banking offers a customer to deposit or withdraw any sum of money from any branch anywhere. Any holder having a checking with the bank can avail this service.


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2.7 Web The Internet has brought about a revolutionary change in the world leading to convergence of communication and computing technologies. In order to provide round the clock and up to date information on the Bank to the trade and business communities worldwide, the IT Team of Mutual Trust Bank Limited has developed a web name: www.mutualtrustbank.com

2.8 Common Online Banking Services: Banking transactions can range from something as basic as a retail balance inquiry to a large business-to-business funds transfer. On line banking services, like those delivered through other delivery channels, are typically classified based on the type of customer they . The following table lists some of the common retail on line banking services offered by banks are as follows:  management  Bill payment and presentment  New opening  Investment/Brokerage services  Loan application and approval  Business-to-business payments 2.9 SWIFT The Bank has become the member of SWIFT Alliance Access, a multi-branch secure financial messaging

system

provided

by

the

Society

for

Worldwide

Inter-bank

Financial

Telecommunication [SWIFT], Belgium. With the activation of the SWIFT system the Bank enjoys instant, low-cost, speedy and reliable connectivity for L/C transaction, fund transfers, message communication and other worldwide financial activities.


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3.0 Literature Review 3.1 Access to services Ease of use is as the factor influencing the adoption of online banking, and related to an easy-to- URL address, well-organized, easy in site navigability, concise and understandable contents, and conditions (Sathye, M., 1999)

3.2 Transactions efficiency Transaction efficiency is the ability of the customers gets in to website, find they desire product and information associate with it, and check out with minimal of effort. Transaction efficiency also can understand as performance of Internet banking base on some elements: up to date information, response time, time, complete product information, tutorial/demonstration, and help function (Leelapongprasut, 2005).

3.3 Service Quality The concept of service quality has often been associated with the idea of business image. Service quality comes from a comparison between actual results and the initial expectations of the customer (Parasuraman et al., 1988), bringing the concept closer to the idea of satisfaction (Cooper et al., 1989). For its part, image may be defined as general impressions about an organization (Rynes, 1991). This may be expressed as “the picture of an organization as perceived by target groups” (Van Riel, 1995). Thus, the concept of image is more abstract than the idea of service quality. This abstract nature has meant that there is no widespread consensus among researchers as to how it should be measured, and in some cases it has even been considered as open to manipulation. Service quality has become an issue that businesses have focused up on with e-services that enable electronic communication; information gathering, transaction processing and data interchange between online vendors and customers across time and space (Featherman and Pavlou, 2002). In online environments, service quality is defined as the extent to which a website facilitates efficient and effective shopping, purchasing, and delivery of product and services (Zeithaml et al., 2002). Santos (2003) described e-service quality in of overall customer


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evaluations and judgments regarding the excellence and the quality of e-service delivery in the virtual marketplace.

3.4 Security Security has been identified as an important factor for financial related internet services; moreover, empirical study s that consumers make many online decisions almost solely on the basis of security (Avinandan & Prithwiraj, 2003; Urban, Sultan and Qualls, 2000). For Internet banking, security plays an extremely important role for the acceptance and use, which has been ed by both research and empirical studies, especially in developing countries (Benamati and Serva, 2007).Trust building is very important for internet banking adoption. Privacy and security concern are the two crucial factors for trust building, which has been pointed out as the top two factors influencing adoption. Privacy and security have been discussed broadly both in academia and practice. Privacy is defined as the ability to control and manage information about oneself (Belanger, Hiller and Smith, 2002). Security is defined as the ability to protect against potential threats. From consumer‟s standpoint, security is the ability to protect consumers information from information fraud and theft in the online banking business. Customers have doubts about the trust ability of the ebank's privacy policies (Gerrard and Cunningham, 2003). Trust has striking influence on 's willingness to engage in online exchanges of money and personal sensitive information (Friedman et al, 2000; Wang et al, 2003). Privacy is an important dimension that may affect s' intention to adopt e-based transaction systems. Encryption technology is the most common feature at all bank sites to secure information privacy, supplemented by a combination of different unique identifiers, for instance, a , mother's maiden name, a memorable date, or a few minutes of inactivity automatically logs s off the . Besides, the Secure Socket Layer, a widely-used protocol use for online credit card payment, is designed to provide a private and reliable channel between two communicating entities; the use of Java Applet that runs within the 's browser; the use of a Personal Identification Number, as well as an integrated digital signature and digital certificate associated with a smart card system (Hutchinson and Warren, 2003).


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3.5 Online Banking Image The banking system has been attempting to gather more and more information on aspects that induce people to do their banking over the Internet (Gerrard and Cunningham, 2003; Sathye, 1999). At the same time, it has particularly been interested in finding out customers‟ perceptions of banks operating in this medium, in a bid to master the technology that will enable the banks to make innovations, stand out from the others, and provide services that are more attractive to their customers. In this context, image has become an important management tool for these companies (Worcester, 1997) and an extremely complex concept that calls for an increasing number of elements for its analysis (Balmer and Stotvig, 1997; Biel, 1992; Keller, 1993; LeBlanc and Nguyen, 1996; Nguyen and LeBlanc, 1998; Park et al., 1986; Van Heerden and Puth, 1995; Worcester, 1997). Image is a particularly complex concept. In fact, image has been said to be composed of a set of elements that go beyond an individual‟s mere perception. In this respect, some authors suggest that corporate image is “the net result of the interaction of all experiences, impressions, beliefs, feelings and knowledge people has about a company” (Worcester, 1997). The internalization of these elements has meant that researchers recognize that image is identified as a non-palpable item and can only be perceived by each individual in his own way. Thus, the perception of one individual will never be the same as that of another (Gray and Smeltzer, 1985). Using this reasoning, Nguyen and LeBlanc (1998, 2001) recently stated that corporate image is not a single entity, since it depends on the perception of each specific group of people and on the type of experiences and s they have had with the company (Dowling, 1986, 1988).

Focusing our attention more specifically on the analysis of image in the banking sector, it is probably true to say that the interest shown by management and researchers in quantifying banking image is not a recent phenomenon: as early as the 1970s a great many studies focused on image from a multidimensional perspective (Durand et al., 1978; Evans, 1979; Laurent, 1979). More recently, LeBlanc and Nguyen (1996) developed a model that includes certain factors that influence the forming of online banking image and which also help to analyze corporate image from a multi-dimensional perspective.


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3.6 Conceptual Framework

Access to Services

Transactions Efficiency Online Banking Image

Services Quality

(Dependent variable) Security

Personal

(Independent variables)

3.7 Research Questions: H1. Does access to services positively impact on online banking image? H2. Does transaction efficiency positively impact on online banking image? H3. Does service quality positively impact on online banking image? H4. Does online security positively impact on online banking image? H5. Does personal positively impact on online banking image?


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3.8 Hypotheses: H1Ø: Access to service does not have a positive impact on online banking image. H1a: Access to service has a positive impact on online banking image. H2Ø: Transaction efficiency does not have a positive impact on online banking image. H2a: Transaction efficiency has a positive impact on online banking image. H3Ø: Service quality does not have a positive impact on online banking image. H3a: Service quality has a positive impact on online banking image. H4Ø: Online security does not have a positive impact on online banking image. H4a: Online security has a positive impact on online banking image. H5Ø: Personal does not have a positive impact on online banking image. H5a: Personal has a positive impact on online banking image.

4.0 Research Methodology Research methodology is the systematic way to solve the research problem. It gives an idea about various steps adopted by the researcher in a systematic manner. In this section I will describe the various key areas of the research methodology such as, research design, sampling procedure, sampling size, research instrument and data collection methods that had been used. This research is mainly based on the primary data with the little help of secondary data.

4.1 Research Design (Descriptive) This study is a cross-sectional (descriptive) in nature, because investigation involving a sample of elements selected from the population of interest that were measured at a single point in time and also quantitative in nature because the hypotheses would be tested quantitatively. A correlational research design had been selected in order to identify whether any relationships existed among variables- access to services, transaction efficiency, service quality, online


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security, personal and online banking image or not. Therefore, the present study would be characterized as a correlational study.

4.2 Sampling Procedure: Non-probability sampling (Convenient Sampling) method was used to collect the data. The sample was selected for this study based on the interviewer‟s convenience. Therefore, the sampling technique can be termed as, „Convenient Sampling‟ which belongs to Non-probability Sampling Technique‟ category.

4.3 Sample Size and Sampling Area The sample size was 50. And the survey was conducted among the clients of MTBL Bashundhara Branch, Gulshan branch and Dhanmondi branch who were using online facilities. The target population of this study is clients of Mutual Trust Bank Limited.

4.4 Methods of Data Collection For achieving the specific objectives of this study, data was gathered most from primary sources and little from secondary sources. 4.4.1 Primary data: Primary data for this report was collected through structured questionnaires survey method.

4.4.2 Secondary data: Secondary data was collected from:  Website of Mutual Trust Bank Limited.  Annual Reports and Publication of Mutual Trust Bank Limited.  External sources such as journal and article from websites.

4.5 Research Instrument Questionnaire survey is the most successful method for this study to collect the data. A structured questionnaire was used in the survey. In a structured questionnaire, quantitative data is


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required. A total of twenty eight questions were taken into for measurement. To analyze the data collected through survey method, 5(five) point Likert type scale was used in measuring the relationship of access to service, transaction efficiency, service quality, online security, personal and online banking image developed by Hair et al., 1998. These are: 1 = Strongly Disagree 2= Disagree 3= Neither Disagree nor Agree 4= Agree 5= Strongly Agree

4.6 Data Analysis Method The collected data was analyzed by personal computer with the SPSS 17.0 software, following a planned analysis strategy. This plan followed the objectives of the survey. The reliability of the variables was analyzed by Cronbach‟s alpha. The correlation between the independent variables and dependent variables was measured with the Pearson‟s Correlation and Spearman‟s Correlation test. In case of regression the result of the R2 value underneath the ANOVA table will be used to measure the variation.

4.7 Limitations  The main limitation of this report is time and resources. Three months are not enough to know overall online activities of Mutual Trust Bank. This limitation might affect the result.  I had to face some limitations to collect some information‟s about internet banking of MTB as these were not so available for the general peoples.  Respondents were too busy to read the questions properly and tick the answer just for the sake of completing the survey quickly. So there is no guarantee that the data collected is 100% correct and hence while analyzing the researcher has considered level of significance.  Authority was not available as they had to maintain lots of work and non-availability of some preceding and latest data.


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 Sample size was 50 which were very small to represent the proposed scenario.  Due to lack of experience there is a chance of having some mistake in the report. But I have tried my best to do fewer mistakes and provide the accurate information

5.0 Data Analysis and Results 6.1 Descriptive Analysis Descriptive analysis includes numbers that summarize the data with the purpose of describing what had occurred in the sample. Frequency distributions have been given under Appendix B. Among the 50 participants 38 were male which consisted of 76% of total sample and the other 12 were female which consisted of 24%. 38 percent of the participants were between the ages of 26-35; 32 percent were between the ages of 36-45; 22 percent were between the age of 46 and above and 8 percent were between the ages of 18-25. 32 percent of the participants earned between Tk. 26000-35000; 34 percent earned between Tk. 46000 and above; 22 percent earned between Tk. Taka 36000-45000 and 12 percent earned Tk. 15000-25000 per month.

6.2 Reliability Analysis: The internal consistency reliability was assessed by calculating Cronbach„s alpha value. A commonly accepted rule of thumb for describing internal consistency using Cronbach's alpha is as followsIf the value of (Cronbach‟s alpha) α is between 0.5-0.6 the reliability is accepted. If it is below 0.5, it is rejected. And if the value of α is 0.7 and above then the reliability is acceptable and very satisfied developed by Cortina, J.M. (1993) In this study, Cronbach‟s alpha for each variable has been shown under Appendix B. For variable „Access to service‟ reliability factors were tested by using five questions. The reliability


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analysis provided a Cronbach‟s alpha value of 0.738 which suggests that the internal consistency reliability is accepted and very satisfied for this variable. In case of variable „Transaction efficiency‟ reliability factors were tested by using three questions. The reliability analysis of these questions has a Cronbach‟s alpha value of 0.512 which means that the data are reliable. For variable „Service quality‟ reliability factors were tested by using five questions. The reliability analysis provided a Cronbach‟s alpha value of 0.551 which suggests that the internal consistency reliability is accepted and very satisfied for this variable. The questions of „Security‟ are reliable due to the Cronbach's Alpha is 0.621. This value is considered as accepted or reliable. In case of variable „Personal ‟ reliability factors were tested by using four questions. The reliability analysis of these questions has a Cronbach‟s alpha value of 0.526 which means that the data are reliable. For variable „Online Banking image‟ reliability factors were tested by using five questions. The reliability analysis provided a Cronbach‟s alpha value of 0.702 which suggests that the internal consistency reliability is accepted and very satisfied for this variable.

The independent and dependent variables Cronbach‟s alpha are given below in the table: Table: 01 Variables

Cronbach's Alpha value

N of items

Access to services

0.738

05

Transaction efficiency

0.512

03

Service quality

0.551

05

Security

0.621

06

Personal

0.526

04

Online banking image

0.702

05


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6.3 Hypotheses Testing & Analysis: 6.3.1 Spearman’s Correlation Spearman‟s correlation is used to see whether there is any relationship among variables or not. If correlation coefficient or ρ (rho) ≠ 0 and significance or α (alpha) ˂0.05, there will be a relationship between variables. Calculations are shown under Appendix B.

Hypotheses testing 1: HØ: null hypothesis = no relationship Ha: alternative hypothesis = relationship Under Spearman‟s correlation, the correlation coefficient is 0.665 and the alpha value is 0.000 which indicates that the H1a (alternative) hypothesis is true. Therefore, there is a relationship between access to services and online banking image.

Hypotheses testing 2: HØ: null hypothesis = no relationship Ha: alternative hypothesis = relationship Under Spearman‟s correlation, the correlation coefficient is 0.624 and the alpha value is 0.000 which indicates that the H2a (alternative) hypothesis is true. Therefore, there is a relationship between transaction efficiency and online banking image.

Hypotheses testing 3: HØ: null hypothesis = no relationship Ha: alternative hypothesis = relationship Under Spearman‟s correlation, the correlation coefficient is 0.411 and the alpha value is 0.003 which indicates that the H3a (alternative) hypothesis is true. Therefore, there is a relationship between service quality and online banking image.

Hypotheses testing 4: HØ: null hypothesis = no relationship Ha: alternative hypothesis = relationship


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Under Spearman‟s correlation, the correlation coefficient is 0.455 and the alpha value is 0.001 which indicates that the H4a (alternative) hypothesis is true. Therefore, there is a relationship between security and online banking image. Hypotheses testing 5: HØ: null hypothesis = no relationship Ha: alternative hypothesis = relationship Under Spearman‟s correlation, the correlation coefficient is 0.137 and the alpha value is 0.343 which indicates that the H5Ø (null) hypothesis is true. Therefore, there is no relationship between personal and online banking image. The Spearman‟s correlation of independent and dependent variables are given below in the table Table: 02 Independent

Dependent

Variables

Variable

Spearman‟s Correlation Coefficient

Significance or Alpha Value

Access to services

O.B.I

0.665

0.000


O.B.I

0.624

0.000

Service quality

O.B.I

0.411

0.003

Security

O.B.I

0.455

0.001

Personal

O.B.I

0.137

0.343

*O.B.I= Online Banking Image

6.3.2 Pearson’s Correlation Pearson‟s correlation is used to see the strength of relationship between variables. The bivariate correlation procedure was subject to a two tailed of statistical significance at two different levels highly significant (p<.01) and significant (p<.05). Calculations are shown under Appendix B.

According to Nadim Jahangir the classification of correlation coefficient is as follows: 0.0 to 0.2 Very weak, negligible 0.2 to 0.4 Weak, low 0.4 to 0.7 Moderate 0.7 to 0.9 Strong, high


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0.9 to 1.0 Very strong, very high

In H1, there is a strong relationship between access to services and online banking image because Pearson correlation coefficient is 0.771 and p is 0.000. In H2, there is a moderate relationship between transaction efficiency and online banking image because Pearson correlation coefficient is 0.605 and p is 0.000. In H3, there is a moderate relationship between service quality and online banking image because Pearson correlation coefficient is 0.416 and p is 0.003. In H4, there is a moderate relationship between security and online banking image because Pearson correlation coefficient is 0.575 and p is 0.000. In H5, there is a weak relationship between personal and online banking image because Pearson correlation coefficient is 0.203 and p is 0.157.

Pearson‟s correlation of independent and dependent variables are given below in the tableTable: 03 Independent

Dependent

Variables

Variable

Pearson‟s Correlation Coefficient

Significance or Alpha Value

Access to services

O.B.I

0.717

0.000


O.B.I

0.605

0.000

Service quality

O.B.I

0.416

0.003

Security

O.B.I

0.575

0.000

Personal

O.B.I

0.203

0.157

*O.B.I= Online Banking Image

6.4 Regression Analysis R2 values represent how much a dependent variable is explained by the independent variables Calculations are shown under Appendix B. Here, the correlation coefficient, R, is 0.83. A value of +1 or close to+1 indicates that the independent variables & dependent variable are perfectly related in a positive sense (Jahangir,N.


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2003), so dependent variable is positively correlated with independent variables and the relationship is very strong (R is positive and is much closer to 1). Model Summary

Model

R

1

.839a

R Square

Adjusted R Square

.704

.670

Std. Error of the Estimate .25983

a. Predictors: (Constant), Personal , Transactions efficiency, Service Quality, Security, Access to Services

Here R2 is 0.70; this means that the variation in the regression is 70% explained by all independent variables. So, 70% of the dependent variable (online banking image) is explained by all independent variables (access to services, transaction efficiency, service quality, security and personal )

7.0 Discussion and Findings In this study I tried to investigate the relationship between access to services, transaction efficiency, service quality, security and personal and online banking image of Mutual Trust Bank Ltd. In general, the results most of the developed hypothesized relationships. There is a positive relationship between access to services and online banking image. Also transaction efficiency, service quality and security are positively associated with online banking image. But there was not found any partial relationship between personal and internet banking image. With observing and analyzing to Mutual Trust Bank Ltd about their internet banking I have got many things which can create negative aspects of its banking image.  In MTBL banking systems, IT and infrastructure is not as well so good and developed. MTBL has no digital database system and service is also underlined. Because of this,


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customers will not get right service and maintenance to their service with securely.  For carrying out Internet banking properly, a basic knowledge of computers and the internet is required, which limits the number of people willing to avail this facility. Many people, who are not comfortable with computers and the Internet, often find it difficult to use internet banking. Therefore, for beginners, internet banking is really time-consuming. In addition to this, people also find a difficulty in trusting a completely mechanized system like Internet banking, in case of financial matters. In many instances, a simple mistake, like clicking a wrong button, may create a big problem. And so, many individuals often keep wondering if they have properly executed the transaction. But MTBL has no training and development opportunity for the customers to take better service.  Problems are also listed in the availability of system integration in the process. Incompatibility between e-banking applications and legacy systems means that most banks require middle wear to integrate these systems. System integrations has been and is still, to some extant a key barrier in online banking. Shortcomings the technologist infrastructure is often the biggest problem and also here include integrations of system.  Another big problem is that most of the customers feel unsecured to make their transaction because when they make transactions this report also go to the internet service provider and this will help their secrecy and as perspective of Bangladesh our banking system have no individual service protocol.  Mutual Trust Bank IT department is not enough strong and employees of the bank is not well trained. For that there have a tendency to ing the data over the illegal party.  Another problem is the management problem of different countries. Because in the time of transaction many countries have different types of legal observation and to maintain this types of observation most of the cases bank is bound to close their operation with these problematic countries.


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 Sometimes, Internet banking can be time-consuming and tedious, as bank websites take quite a long time to get started. Besides this, Internet bank may also take considerable time to get started. Customers may also encounter technical difficulties and connectivity problems while conducting Internet banking transactions. Of course, there is a customer care department in almost every bank to look into such matters, but often customers may not be able to get the necessary assistance due to the congestion in the computer and telephone network. On the other hand, in normal banking, customers can simply converse with the bank officials to sort out any problem

8.0 Recommendations:  Bank should develop a digital database system.  Bank should arrange training program for the customers to avoid any big problem.  There have too much to be concerned of security. The websites for banks use the https: protocol and that can be hacked upon by any third parties.  The bank authority should indicate the explorer because there have some explorers whose are save client .  When customer make claim against bank then they should take quick actions.  They should less their service charge by this they will make huge customers and also increase the customer care facilities on online banking.  In time of international transaction customers face many problems related with different countries management condition. So MTBL should clear everything to the customers.  They should maintain international trisections curriculum to make them more grunted to country abroad.  They have to increase technology expert as many as possible


24

Now its 21st century we the people are introduced to online banking. It is a convenient and secure way of making many transactions, such as transfer and bill payment. Banks have traditionally been in the forefront of harnessing technology to improve their products, services, efficiency and their corporate image. Mutual trust bank participate a great roll with performing internet as well as online banking and they want to take the leading position in online banking. It provides great deal of services in online banking to satisfy customers as well as increasing its banking image.

Working Experience at Mutual Trust Bank limited The BBA program is designed to focus on theoretical and professional development of people open to take up business as a profession as well as service as a career. The course is designed with an excellent combination of theoretical and practical aspects. This internship provides the Students to link up their theoretical knowledge into practical fields. In this connection, I was assigned to Mutual Trust Bank Ltd. Gulshan Branch. This chapter will give a brief idea about my duties and responsibilities over the three month in Mutual Trust Bank Ltd. Gulshan Branch. From the first day of my ing in Mutual Trust Bank I have given some responsibilities. Through this internship program I have gathered practical knowledge about the corporate world.

General Banking  Opening – The first thing I have learned how to open an in Mutual Trust Bank Ltd. I was instructed about the procedures and the requirements of every different types of . (Current, Savings etc.) I had also taken part in completion of some of the opening form. After the finishing the procedures of the forms I have also learned how to process and store into the software named Flora which Mutual Trust Bank Ltd use for their online banking.  Desks – After learning the procedures of opening I was appointed to for 2-3 days in the desk of GB. All the documents both inward and outward go through this desk. The responsibility of this desk is to mark all the documents and give those documents an official tres number and send those documents to appropriate places.


25

 Introduction to the Banking software – I was given bit information about how the online Banking software works and what is the function of it. I was also allowed to browse the software for my proper leaning about the procedures of the transactions.  Cheque Book processing – After the introduction with the banking software I learned how to process a Cheque book. I have learned the processing of the Cheque book requisitions and other formalities. I have also took part in the delivering the Cheque book when a client comes to acquire it. Mutual Trust Bank Ltd follows a unique process for securing their Cheque books. They put some secret Random numbers in every pages of the Cheque book. I have also taken part in the processing of those random numbers in the Cheque books.  Payment Order – Pay Order or Payment order in one of the main facility of Mutual Trust Bank Ltd. I learned what pay order is and how it helps to transfer funds. I also learned how the government get their tax and bank obtain their commission from each payment order.  Cheque clearing – Cheque clearing section is one of the most important parts of GB. Working in this section requires a lot of patience and concentration. I learned the process of both inward and outward clearing.  Demand Drafts (DD) – Demand draft works like a pay order but it is generally used for transferring the funds outside Dhaka. I learned the process works for DD. Most of the government organizations use Demand draft for transferring their funds in Mutual Trust Bank.

Loans and Advances  Sorting and classifying loans – First thing I learned in Loan and Advances was sorting out the loans. Learning about the loans and its classification. I also learnt about the classified loans of Mutual Trust Bank Limited, Gulshan Branch.  Studying the Statement of Investment – I had the opportunity to see how Loans and Advances of Mutual Trust banks reports to Bangladesh Bank in the end of financial year.


26

So I had the chance to learn about the statements of investment for my report topic which in Investment analysis.  Studying and sorting Transaction profile of a Defaulter – I also took part in sorting out the transaction profile of few defaulters. Bank was going to take some legal actions against them to the required the sorted transaction profile of those clients.

Foreign Trade/Exchange  L/C opening – The first thing I learned in foreign trade section was how to open a letter of credit or documentary credit for both local and international purpose. I learned about the requirements of opening a letter of credit or documentary credit and how it operates in business and transactions.  Knowledge about Export form – I mainly worked in import section so I had to study the Export forms and functions of those forms. I studied all four export form and the function of those forms and also learned how to report this forms in Bangladesh Bank.  Filling the Export forms – Filling the forms is basically an online process which Mutual Trust bank reports to Bangladesh bank. The total procedure is web based. Forms need to be filled with their realization and authorization dates.  Using SWIFT Alliance messenger (SAM) – SWIFT is the Society for Worldwide Interbank Financial Telecommunication, a member-owned cooperative through which the financial world conducts its business operations with speed, certainty and confidence. More than 10,000 banking organizations, securities institutions and corporate customers in 212 countries trust us every day to exchange millions of standardized financial messages. Though I didn‟t have much opportunity to use SWIFT properly but I do leaned the basic thing of SAM and used it for filling up the LC information.  Process of realizing the export bills – Later I worked in the process of realizing the export bills such as foreign bill purchase (FBP), foreign bill charge (FBC). This was a part of export section where the bank realizes the export bills on behalf of their clients.


27

 Organizing and Sorting the Export bill files – Organizing and sorting out the bill files after realization is also known as the backend work. Basically I had to sort out the bill vouchers with IBDT voucher and customer voucher. After sorting up the vouchers I had to fill up the bill s, EXP s, Advance Income Tax (AIT) and customer performance .

Positive Aspects:  Skilled manpower: The Gulshan branch is a new Branch of MTBL but it‟s all employee are not new in MTBL maximum of all employee were working in different branches of MTB after opening this branch they assigned here so all of they are very skilled and experienced employee of MTBL.  Strong branch network: MTBL has strong branch network currently they are operating their banking activities through 68 branches all over the Bangladesh so they can equally focus on the urban and rural area‟s customer. And MTBL is carries their international business through a Global network of foreign correspondent bank  Online Service: Now Bank has an online service in all their branches that also have a strong Network. Now client can transaction easily whichever branch they want within Bangladesh. Through the online service client also can transfer their fund in all over the Bangladesh.  Working environment: MTB‟s working environment is excellent.


28

References: Akshay Anand 2007. “ E-Satisfaction – A Comprehensive Framework”. International Marketing. Baghdadi, Z., Rizvi, D. S., & Rizvi, D. H. (2011), Do We Really Need to Adopt Electronic Banking? International Conference on Machine Learning and Computing, vol.3, 234. Balmer, J. and Greyser, S. (2003), Revealing the Corporation: Perspectives on Identity, Image, Reputation and Corporate Branding, Routledge, New York, NY. Biel, A.L. (1992), “How brand image drives brand equity”, Journal of Advertising Research, Vol. 32, pp. RC6-RC12. Cooper, A.R., Cooper, M.B. and Duhan, D.F. (1989), “Measurement instrument development using two competing concepts of customer satisfaction”, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 2, pp. 28-35. Cortina, J.M. (1993). What is coefficient alpha? An examination of theory and applications. Journal of Applied Psychology, 78, 98–104 Davis, M. and Heineke, J. (1998), “How disconfirmation perception and actual waiting times impact customer satisfaction”, International Journal of Service Industry Management, Vol. 9 No. 1, pp. 64-73. Dowling, G.R. (1986), “Managing your corporate images”, Industrial Marketing Management, Vol. 15, pp. 109-15. Dowling, G.R. (1988), “Measuring corporate images: a review of alternative approaches”, Journal of Business Research, Vol. 17, pp. 27-34. Durand, R.M., Eckrich, D.W. and Specher, C.R. (1978), “Bank image: an adequacy importance approach”, Journal of Bank Research, Autumn, pp. 168-72. Evans, R. (1979), “Bank selection: it all depends on the situation”, Journal of Bank Research, Winter, pp. 242-5. Gerrard, P. and Cunningham, J.B. (2003), “The diffusion of internet banking among Singapore consumers”, International Journal of Bank Marketing, Vol. 21 No. 1, pp. 16-28. Gray, E. and Smeltzer, L. (1985), “Corporate image, an integral part of strategy”, Sloan Management Review, Summer, pp. 73-7. Hair, J.F. Jr, Anderson, R.E., Tatham, R.L. and Black, W.C. (1998), Multivariate Data Analysis, 5th ed., Prentice-Hall, Englewood cliffs, NJ.


29

Hughes, T. (2001), Market orientation and the response of UK financial services companies to changes in Market conditions as a result e-commerce, International Journal of Bank Marketing, Vol.19, 222-231. Jamal, A. and Naser, K. (2003), “Factors influencing customer satisfaction in the retail banking sector in Pakistan”, International Journal of Commerce & Management, Vol. 13 No. 2, pp. 29-53. Karjaluoto, H., Mattila, M., and Pento, T. (2002). Factors underlying attitude formation towards online banking in Finland, International Journal of Bank Marketing, Vol. 20,261-72. Laurent, C.R. (1979), “Image and segmentation in bank marketing”, Business Magazine, pp. 327. LeBlanc, G. and Nguyen, N. (1996), “Cues used by customers evaluating corporate image in service firms, an empirical study in financial institutions”, International Journal of Service Industry Management, Vol. 7 No. 2, pp. 44-56. Nguyen, N. and LeBlanc, G. (1998), “The mediating role of corporate image on customers‟ retention decisions: an investigation in financial services”, International Journal of Bank Marketing, Vol. 16 No. 2, pp. 52-65. Nguyen, N. and LeBlanc, G. (2001), “Corporate image and corporate reputation in customers‟ retentions decisions in services”, Journal of Retailing and Consumer Services, Vol. 8 No. 4, pp. 227-36. Online banking image measurement-A further problem for the tangibilization of Internet banking services-Carlos Flavia´n, Faculty of Economics and Business Studies, University of Zaragoza, Zaragoza, Spain. Patricio, L., Fisk, R. and Cunha, J. (2003), “Improving satisfaction with bank service offerings: measuring the contribution of each delivery channel”, Managing Service Quality, Vol. 13 No. 6, pp. 471-82. Parasuraman, A., Zeithaml, V. and Berry, L. (1988), “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64 No. 1, pp. 12-40. Rynes, S.L. (1991), “Recruitment, job choice, and post-hire consequences: a call for new


30

Research directions”, in Dunnette, M.D. and Hough, L.M. (Eds), Handbook of Industrial and Organizational Psychology, 2nd ed., Consulting Psychologists Press, Palo Alto, CA, pp. 399-444. Rotchanakitumnuai, S., & Speece, M. (2003). Barriers to Internet banking adoption: a qualitative study among corporate customers in Thailand, International Journal of Bank Marketing, Vol. 21, 312-323. Sathye, M., 1999. Adoption of Internet baking by Australian consumers: An empirical investigation. International Journal of Bank Marketing. 17(7), 324-334. Sotgiu, F., and Ancarani F., (2005). The drivers of e-retailers price levels, International Review of Retail, Distribution and Consumer Research, Vol.15, 75-89. Sureshchandar, G., Rajendran, C. and Anantharaman, R. (2002b), “The relationship between service quality and consumer satisfaction – a factor specific approach”,Journal of Services Marketing, Vol. 16 No. 4, pp. 363-79. Szymanski, D. and R. Hise, 2000. “E-satisfaction: An initial examination”. Journal of Retailing, 76(3):309-322. Worcester, R.M. (1997), “Managing the image of bank: the glue that binds”, International Journal of Bank Marketing, Vol. 15 No. 5, pp. 146-52. Zeithaml, V.A., Parasuraman, A. and Berry, L. (1990), Delivering Quality Service, The Free Press, New York, NY.


31

Appendix A Questionnaire A sample of the questionnaire used for the research is as follows: This research is conducted for academic purposes only. So please do not hesitate to answer. Your Information will be kept confidential. 1. Male

Female

2. Age: 18-25

3. Income per month:

Taka 15000-25000

26-35

Taka 26000-35000

36-45

Taka 36000-45000

46 and above

Taka 46000 and above

Please indicate how much you agree or disagree with each of the following statements and circle the number, which most closely responds to your thinking.

1 Strongly

2 Disagree

Disagree

3 Neither Agree

4 Agree

5 Strongly Agree

nor Disagree

Access to services 01

I have convenience in the service of bank

1

2

3

4

5

02.

Necessary time to carry out the transactions

1

2

3

4

5

03.

Information and text are clear and easy to understand

1

2

3

4

5

04.

Easy to use the online service

1

2

3

4

5

Determinants of online banking image of MTB Ltd. 05.

The output format is easy to read

32 1

2

3

4

5

Transactions efficiency 06

Information in MTBL online service is up to date

1

2

3

4

5

07

MTBL online service provide complete help function

1

2

3

4

5

08

Online Transaction process is fast.

1

2

3

4

5

1

2

3

4

5

Service Quality 09

I am satisfied with this Branch‟s fast and efficient service

10

I am happy about the interest rate they offer for savings

11

Commission paid for services

1

2

3

4

5

12

Attractiveness of the products and services offered

1

2

3

4

5

13

Quality of products and services available

1

2

3

4

5

Security 14

MTBL Bank online service keeps accurate record of transaction

1

2

3

4

5

15

MTBL Bank online service provide security for transaction data and privacy

1

2

3

4

5

16

No problem during using MTBL Bank online service

1

2

3

4

5

17

MTBL Bank online service is secure

1

2

3

4

5

18

Feel safe when using MTBL Bank online service

1

2

3

4

5

19

Can check validity and detail of past transaction every time

1

2

3

4

5

Personal 20

In case of problem happen, can staff immediately

1

2

3

4

5

21

Staff can describe step to use and condition to use clearly

1

2

3

4

5

22

Friendliness and treatment received

1

2

3

4

5

Determinants of online banking image of MTB Ltd. 23

Financial advice received is helpful for future transaction

33 1

2

3

4

5

Online Banking Image 24

I believe that this bank does what it promises for its clients

1

2

3

4

5

25

This bank has a good reputation on online banking

1

2

3

4

5

26

I believe that the reputation of this bank is better than that of the rest of the companies I trust this entity to carry out my transactions through the Internet

1

2

3

4

5

1

2

3

4

5

I am confident that the operations carried out through the Internet with this entity, will be exact and without errors

1

2

3

4

5

27 28


34

Appendix B Frequencies Statistics Gender N

Valid Missing

Age

Income

50

50

50

0

0

0

Gender

Frequency Valid

Percent

Cumulative Percent

Valid Percent

Male

38

76.0

76.0

76.0

Female

12

24.0

24.0

100.0

Total

50

100.0

100.0

Age

Frequency Valid

Percent

Valid Percent

Cumulative Percent

18-25

4

8.0

8.0

8.0

26-35

19

38.0

38.0

46.0

36-45

16

32.0

32.0

78.0

46 and above

11

22.0

22.0

100.0

Total

50

100.0

100.0


35

Income

Frequency Valid

Percent

Valid Percent

Cumulative Percent

Taka 15000-25000

6

12.0

12.0

12.0

Taka 26000-35000

16

32.0

32.0

44.0

Taka 36000-45000

11

22.0

22.0

66.0

Taka 46000 and above

17

34.0

34.0

100.0

Total

50

100.0

100.0


36

Reliability Analysis Access to services Case Processing Summary N Cases

Valid Excludeda

%

Reliability Statistics

50

100.0

0

.0

50

100.0

Cronbach's Alpha

N of Items

.738 Total

5

a. Listwise deletion based on all variables in the procedure.

Transaction efficiency Case Processing Summary N Cases

Valid Excluded

50 a


%

0

100.0

Cronbach's Alpha

.0 .512

Total

50

N of Items

100.0


3


37

Service quality Case Processing Summary Reliability Statistics N Cases

Valid Excludeda Total

% 50

100.0

0

.0

50

100.0

Cronbach's Alpha

N of Items

.551

5


Security Case Processing Summary N Cases



% 50

100.0

0

.0

50

100.0


Cronbach's Alpha .621

N of Items 6


38

Personal Case Processing Summary N Cases



% 50

100.0

0

.0

50

100.0

Cronbach's Alpha

N of Items

.526

4


Online banking image Case Processing Summary N Cases

Valid Excludeda

%


50

100.0

0

.0

50

100.0

Cronbach's Alpha .702

Total


N of Items 5


39

Correlations Analysis: Spearman’s correlation Access to services to online banking image Correlations Access to Services Spearman's rho

Access to Services

Correlation Coefficient Sig. (2-tailed) N

Online Banking Image Correlation Coefficient Sig. (2-tailed) N

Online Banking Image

1.000

.665**

.

.000

50

50

.665**

1.000

.000

.

50

50

**. Correlation is significant at the 0.01 level (2-tailed).

Transaction efficiency to online banking image Correlations Transactions Online Banking efficiency Image Spearman's rho

Transactions efficiency Correlation Coefficient Sig. (2-tailed) N Online Banking Image Correlation Coefficient Sig. (2-tailed) N


1.000

.624**

.

.000

50

50

.624**

1.000

.000

.

50

50


40

Service quality to online banking image Correlations Online Banking Service Quality Image Spearman's rho

Service Quality

Correlation Coefficient

1.000

.411

.

.003

50

50

.411

1.000

.003

.

50

50

Sig. (2-tailed) N Online Banking Image Correlation Coefficient Sig. (2-tailed) N

Security to online banking image Correlations Online Banking Security Image Spearman's rho

Security

Correlation Coefficient Sig. (2-tailed) N

Online Banking Image Correlation Coefficient Sig. (2-tailed) N **. Correlation is significant at the 0.01 level (2-tailed).

1.000

.455**

.

.001

50

50

.455**

1.000

.001

.

50

50


41

Personal to online banking image Correlations Personal Spearman's rho

Personal

Correlation Coefficient

1.000

.137

.

.343

50

50

.137

1.000

.343

.

50

50

Sig. (2-tailed) N Online Banking Image Correlation Coefficient Sig. (2-tailed) N

Pearson’s correlation Access to services to online banking image Correlations Access to Services Access to Services

Pearson Correlation


Sig. (2-tailed) N Online Banking Image Pearson Correlation Sig. (2-tailed) N **. Correlation is significant at the 0.01 level (2-tailed).

.717** .000

50

50

.717**

1

.000 50

Online Banking Image

50


42

Transaction efficiency to online banking image Correlations Transactions Online efficiency Banking Image Transactions efficiency Pearson Correlation

1

Sig. (2-tailed)

.605** .000

N Online Banking Image Pearson Correlation Sig. (2-tailed)

50

50

.605**

1

.000

N

50

50


Service quality to online banking image Correlations Online Service Quality Banking Image Service Quality

Pearson Correlation

1

Sig. (2-tailed) N Online Banking Image Pearson Correlation Sig. (2-tailed) N **. Correlation is significant at the 0.01 level (2-tailed).

.416** .003

50

50

.416**

1

.003 50

50


43

Security to online banking image Correlations Online Banking Security Image Security

Pearson Correlation

.575**

1

Sig. (2-tailed) N Online Banking Image Pearson Correlation Sig. (2-tailed) N

.000 50

50

.575**

1

.000 50

50


Personal to online banking image Correlations Personal Personal

Pearson Correlation


Sig. (2-tailed) N Online Banking Image Pearson Correlation Sig. (2-tailed) N

.203 .157

50

50

.203

1

.157 50

50


44

Regression analysis

Variables Entered/Removed

Model 1

Variables Entered

Variables Removed

Personal , Transactions efficiency, Service Quality, Security, Access to Servicesa

Method . Enter

a. All requested variables entered.

Model Summary

Model 1

R .839a

R Square .704

Adjusted R Square

Std. Error of the Estimate

.670

a. Predictors: (Constant), Personal , Transactions efficiency, Service Quality, Security, Access to Services

.25983


45

ANOVAb Model 1

Sum of Squares

df

Mean Square

Regression

7.057

5

1.411

Residual

2.971

44

.068

10.028

49

Total

F

Sig.

20.906

.000a

a. Predictors: (Constant), Personal , Transactions efficiency, Service Quality, Security, Access to Services b. Dependent Variable: Online Banking Image

Coefficientsa

Unstandardized Coefficients Model 1

B

Std. Error

(Constant)

.671

.401

Access to Services

.381

.090

Transactions efficiency

.303

Service Quality Security Personal

Standardized Coefficients Beta

t

Sig.

1.673

.101

.528

4.255

.000

.072

.376

4.229

.000

.200

.085

.231

2.359

.023

.025

.104

.031

.239

.812

-.071

.090

-.080

-.788

.435

a. Dependent Variable: Online Banking Image

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