Servqual on general banking of Al-Arafah Islami Bank Limited
This internship report is submitted in a partial fulfilment of the requirements for the degree of Masters of Business Administration, 2017.
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BRAC University
2018
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| Rochtain ar líne: | http://hdl.handle.net/10361/8983 |
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10361-89832019-09-30T03:15:00Z Servqual on general banking of Al-Arafah Islami Bank Limited Tonoy, Zahid Hasan Islam, Md. Tamzidul BRAC Business School, BRAC University General banking Islami banking Al-Arafah Islami Bank Limited This internship report is submitted in a partial fulfilment of the requirements for the degree of Masters of Business Administration, 2017. Cataloged from PDF version of internship report. Includes bibliographical references (page 27). Bank provides means and mechanisms of transferring commend over resources those who have an excess of income over expenditure to those who can make use of the same for adding to the volume of productive capital. The bank provides them with the safety, liquidity and profitability of savings. Al-Arafah Islami Bank Limited (AIBL) is scheduled commercial bank registered by the Bangladesh Bank. The functions of the bank cover a wide range of banking and functional activities to individuals, firms, corporate bodies and other multinational agencies. Data collected for the study in two different modes namely primary and secondary data. The primary data were mainly collected through survey questionnaire and face to face conversation with the employees of the branch and for secondary data various publications and related body are observed. The main limitation of the study was short and authenticated data insufficiency. The objective of this study was to find out customer satisfaction on SERVQUAL of AIBL with respect to service quality dimensions. From the findings, the research objectives were achieved by identifying the determinants of service quality as tangible, reliability, responsiveness, assurance and empathy. By analyzing the impact of service quality on customer satisfaction of AIBL, it is observed that out of five service quality dimensions, Reliability is having a high average score and the bank should concentrate on Tangible and Responsiveness as it has the least average score. The study also established that combination of tangible, reliability, responsiveness, assurance and empathy together have significant effect on customer satisfaction. In the world of global economy, banking sector needs has become more diverse and exotic than ever before. The study accomplished that quality service is an important factor to satisfy customer needs and wants. So, AIBL should focus in service quality to satisfy their customers in every dimension of service quality. Zahid Hasan Tonoy M. Business Administration 2018-01-09T04:09:45Z 2018-01-09T04:09:45Z 2017 2017-09-14 Internship report ID 13364054 http://hdl.handle.net/10361/8983 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. 29 pages application/pdf BRAC University |
| institution |
Brac University |
| collection |
Institutional Repository |
| language |
English |
| topic |
General banking Islami banking Al-Arafah Islami Bank Limited |
| spellingShingle |
General banking Islami banking Al-Arafah Islami Bank Limited Tonoy, Zahid Hasan Servqual on general banking of Al-Arafah Islami Bank Limited |
| description |
This internship report is submitted in a partial fulfilment of the requirements for the degree of Masters of Business Administration, 2017. |
| author2 |
Islam, Md. Tamzidul |
| author_facet |
Islam, Md. Tamzidul Tonoy, Zahid Hasan |
| format |
Internship report |
| author |
Tonoy, Zahid Hasan |
| author_sort |
Tonoy, Zahid Hasan |
| title |
Servqual on general banking of Al-Arafah Islami Bank Limited |
| title_short |
Servqual on general banking of Al-Arafah Islami Bank Limited |
| title_full |
Servqual on general banking of Al-Arafah Islami Bank Limited |
| title_fullStr |
Servqual on general banking of Al-Arafah Islami Bank Limited |
| title_full_unstemmed |
Servqual on general banking of Al-Arafah Islami Bank Limited |
| title_sort |
servqual on general banking of al-arafah islami bank limited |
| publisher |
BRAC University |
| publishDate |
2018 |
| url |
http://hdl.handle.net/10361/8983 |
| work_keys_str_mv |
AT tonoyzahidhasan servqualongeneralbankingofalarafahislamibanklimited |
| _version_ |
1814309550145142784 |