• Login
    • Library Home
    View Item 
    •   BracU IR
    • Brac Business School (BBS)
    • Internship Report, BBA (Brac Business School)
    • View Item
    •   BracU IR
    • Brac Business School (BBS)
    • Internship Report, BBA (Brac Business School)
    • View Item
    JavaScript is disabled for your browser. Some features of this site may not work without it.

    Evaluating customer satisfaction in general banking of The Premire Bank Limited

    Thumbnail
    View/Open
    08204063.pdf (1.810Mb)
    Date
    2012-12-17
    Publisher
    BRAC University
    Author
    Nayeem, Fahmid Jahan
    Metadata
    Show full item record
    URI
    http://hdl.handle.net/10361/2437
    Abstract
    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.
    Keywords
    Customer satisfaction; Business administration
     
    Description
    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).
    Department
    BRAC Business School, BRAC University
    Collections
    • Internship Report, BBA (Brac Business School)

    Copyright © 2008-2019 Ayesha Abed Library, Brac University 
    Contact Us | Send Feedback
     

     

    Policy Guidelines

    • BracU Policy
    • Publisher Policy

    Browse

    All of BracU Institutional RepositoryCommunities & CollectionsBy Issue DateAuthorsTitlesSubjectsThis CollectionBy Issue DateAuthorsTitlesSubjects

    My Account

    LoginRegister

    Statistics

    View Usage Statistics

    Copyright © 2008-2019 Ayesha Abed Library, Brac University 
    Contact Us | Send Feedback