Analyzing customer satisfaction by using servqual model of five-dimension in the content of e-banking service quality of the Dhaka Bank Ltd
This internship report is submitted in a partial fulfillment of the requirements for the degree of Bachelor of Business Administration, 2015
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BRAC University
2015
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| Accesso online: | http://hdl.handle.net/10361/4539 |
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10361-45392019-09-30T03:44:46Z Analyzing customer satisfaction by using servqual model of five-dimension in the content of e-banking service quality of the Dhaka Bank Ltd Antara, Naushin Zabin Akter, Tania BRAC Business School, BRAC University Business administration Dhaka Bank Ltd This internship report is submitted in a partial fulfillment of the requirements for the degree of Bachelor of Business Administration, 2015 Cataloged from PDF version of Internship report. Includes bibliographical references (page 48-50). Basically this report is based on the Customer satisfaction of private commercial Dhaka Bank Ltd. For Analyzing Customer Satisfaction level I use SERVQUAL model of five-dimensions Reliability, Responsiveness, Assurance, Empathy and Tangibles in the content of E-Banking Service Quality of the Dhaka Bank Ltd. I did my internship course in Dhaka Bank Ltd. It’s a very well-known private commercial bank in our country. It has become a significant entity in the economy as a whole and also in local community. The bank has formed a very strong organization structure comprised with very qualified workforce. It has been doing business in the subcontinent for over 19 years. Dhaka Bank has the midlevel market share in Bangladesh. It divided its banking activity into three different segments, which are Consumer banking and SME banking and Corporate Banking. Their main business clients are corporate organizations. During my internship in DBL I have learned that there is significant and positive relationship between Interpersonal relationship and Customer Satisfaction and there is also positive correlation between Interpersonal relationship and Customer Satisfaction. I mainly worked on General Banking Department credit Department, Account department, Loan department; foreign department of the Bank where different types of Bill documentation are required and we need to put down the bill in the Excel balance sheet. This study highlights the level of Service quality and customer satisfaction about Dhaka Bank Ltd. For analyzing the customer satisfaction level I used five dimension of service quality model.20 questionnaires were processed for that report. Excel was used to analyze data. I used 20 questions in three different banks such as Dhaka Bank, Prime Bank and Bank Asia for E-Banking Service quality which help me to analyze the customer satisfaction level of three banks and at the end those level help me to find out the Dhaka Bank E-Banking service quality then I can define the customer satisfaction level of Dhaka bank. Basically my main report is focused on the Customer satisfaction by using SERVQUAL model of five-dimension which helps me to judge the customers satisfaction level of Dhaka Bank. Naushin Zabin Antara B. Business Administration 2015-10-31T06:03:35Z 2015-10-31T06:03:35Z 2015 2015-09 Internship report ID 11104062 http://hdl.handle.net/10361/4539 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. 59 pages application/pdf BRAC University |
| institution |
Brac University |
| collection |
Institutional Repository |
| language |
English |
| topic |
Business administration Dhaka Bank Ltd |
| spellingShingle |
Business administration Dhaka Bank Ltd Antara, Naushin Zabin Analyzing customer satisfaction by using servqual model of five-dimension in the content of e-banking service quality of the Dhaka Bank Ltd |
| description |
This internship report is submitted in a partial fulfillment of the requirements for the degree of Bachelor of Business Administration, 2015 |
| author2 |
Akter, Tania |
| author_facet |
Akter, Tania Antara, Naushin Zabin |
| format |
Internship report |
| author |
Antara, Naushin Zabin |
| author_sort |
Antara, Naushin Zabin |
| title |
Analyzing customer satisfaction by using servqual model of five-dimension in the content of e-banking service quality of the Dhaka Bank Ltd |
| title_short |
Analyzing customer satisfaction by using servqual model of five-dimension in the content of e-banking service quality of the Dhaka Bank Ltd |
| title_full |
Analyzing customer satisfaction by using servqual model of five-dimension in the content of e-banking service quality of the Dhaka Bank Ltd |
| title_fullStr |
Analyzing customer satisfaction by using servqual model of five-dimension in the content of e-banking service quality of the Dhaka Bank Ltd |
| title_full_unstemmed |
Analyzing customer satisfaction by using servqual model of five-dimension in the content of e-banking service quality of the Dhaka Bank Ltd |
| title_sort |
analyzing customer satisfaction by using servqual model of five-dimension in the content of e-banking service quality of the dhaka bank ltd |
| publisher |
BRAC University |
| publishDate |
2015 |
| url |
http://hdl.handle.net/10361/4539 |
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AT antaranaushinzabin analyzingcustomersatisfactionbyusingservqualmodeloffivedimensioninthecontentofebankingservicequalityofthedhakabankltd |
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