Service gaps in the general banking department of Mercantile Bank Limited, Mohakhali Branch

Abstract

Banks are most active financial intermediary in today’s world. As a financial institution bank mainly operate to communicate among persons and effectively works as safeguard among them in this age globalization. In recent years this sector is becoming competitive day by day as the number of banks is increasing. So retaining customers and banks position every bank is in need to provide improved quality customer service nowadays and this report tries to identify banks service role provided to the customers through evaluating general banking of MBL, Mohakhali branch. I examined different aspects of customer services with regards to their satisfaction level identify its impact and usefulness in general banking procedures. The report provides a general view on Mercantile Bank Limited, theoretical aspects related to general banking as well as gives an idea about customer services provided and its gaps in Bangladeshi banks to retain its customers. This study also tries to clarify the operating procedures of general banking department of MBL as a commercial bank and also tries to identify some aspects of further improvement in operations. I have included various points inside the report to highlight the general banking sector’s performance of Mercantile Bank Limited. I have started with the history of the banking sector in Bangladesh and development of this sector and the overview of banking industry. Then I have discussed about the Mercantile Bank’s overview, its company chronicle, its mission, vision, goal, objectives as well as its organ gram, time line of MBL-at a glance, its organizational structure and structural of management, also the products and services launched by this bank. And then I came to the main point of my report which is Service gaps in the general banking sector of mercantile bank ltd. In this sector, I wanted to highlight the provided service functions of this bank, how they are provided to the customers through general banking activities and how they are retaining their customers through the help of SERVQUAL. Finally, I have found some problems in order to operate their business also recommended how to remove these problems to operate its business smoothly in the upcoming years.