Evaluating customer satisfaction in general banking of The Premire Bank Limited
This internship report is submitted in a partial fulfillment of the requirements for the degree of Bachelor of Business Administration,2012.
| Päätekijä: | |
|---|---|
| Muut tekijät: | |
| Aineistotyyppi: | Internship report |
| Kieli: | English |
| Julkaistu: |
BRAC University
2013
|
| Aiheet: | |
| Linkit: | http://hdl.handle.net/10361/2437 |
| id |
10361-2437 |
|---|---|
| record_format |
dspace |
| spelling |
10361-24372019-09-30T03:30:56Z Evaluating customer satisfaction in general banking of The Premire Bank Limited Nayeem, Fahmid Jahan Alam, Muhammad Intisar BRAC Business School, BRAC University Customer satisfaction Business administration This internship report is submitted in a partial fulfillment of the requirements for the degree of Bachelor of Business Administration,2012. Cataloged from PDF version of Internship report. Includes bibliographical references (page 51). Premier bank limited is one of the leading private commercial banks in the country. It is serving the nation from last 13 years. It has become the largest competitors among its peer group. Customer satisfaction is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within a business. So, evaluating the level of customer satisfaction actually helps to measure an organization„s position in business. I„ve measured the customer satisfaction level of Premier Bank Limited, Uttara Branch. I„ve calculated the Customer Satisfaction Index by using SERVQUAL instrument having 22 statements on service quality dimensions through face to face interviews with the accountholders of the bank. Their agreements (agree & strongly agree) with the SERVQUAL statements touching the cut off score (4 & 5) used in 5 point Likert Scale is considered as satisfied in this study. The study shows that customers conceive this bank as reliable in getting accurate promised services, problem solving and in maintaining error free record. They also believe that there is assurance of competency, courtesy, credibility & security by the bank. They are also satisfied by the tangible appearances of the bank. But the customers are not enough satisfied in getting personal attention and they think that employees do not understand their specific needs. The unweighted SERVQUAL score of 4.27 and weighted score or Customer Satisfaction Index of 4.25 indicates a satisfactory state in the overall level of customer satisfaction. On the basis of conducted Key Informants Interviews, the quantitative study result and my observation I believe that appointing more employees under General Banking department, maintaining time slots for each customer to serve, setting up of electronic calling machine for cash counter and customer service, setting up of query desk, replacement of core banking software by better one, regular arrangement of employee training workshops, appointing female employees, etc. will help to increase the satisfaction level of the customers of the bank. Fahmid Jahan Nayeem B. Business Administration 2013-05-19T09:26:43Z 2013-05-19T09:26:43Z 2012 2012-12-17 Internship report ID 08204063 http://hdl.handle.net/10361/2437 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. 79 pages application/pdf BRAC University |
| institution |
Brac University |
| collection |
Institutional Repository |
| language |
English |
| topic |
Customer satisfaction Business administration |
| spellingShingle |
Customer satisfaction Business administration Nayeem, Fahmid Jahan Evaluating customer satisfaction in general banking of The Premire Bank Limited |
| description |
This internship report is submitted in a partial fulfillment of the requirements for the degree of Bachelor of Business Administration,2012. |
| author2 |
Alam, Muhammad Intisar |
| author_facet |
Alam, Muhammad Intisar Nayeem, Fahmid Jahan |
| format |
Internship report |
| author |
Nayeem, Fahmid Jahan |
| author_sort |
Nayeem, Fahmid Jahan |
| title |
Evaluating customer satisfaction in general banking of The Premire Bank Limited |
| title_short |
Evaluating customer satisfaction in general banking of The Premire Bank Limited |
| title_full |
Evaluating customer satisfaction in general banking of The Premire Bank Limited |
| title_fullStr |
Evaluating customer satisfaction in general banking of The Premire Bank Limited |
| title_full_unstemmed |
Evaluating customer satisfaction in general banking of The Premire Bank Limited |
| title_sort |
evaluating customer satisfaction in general banking of the premire bank limited |
| publisher |
BRAC University |
| publishDate |
2013 |
| url |
http://hdl.handle.net/10361/2437 |
| work_keys_str_mv |
AT nayeemfahmidjahan evaluatingcustomersatisfactioningeneralbankingofthepremirebanklimited |
| _version_ |
1814307227884847104 |