Abstract:
Banks are the most important financial sector as they play a very crucial role for the economy.
However, the efficiency and success of a bank depends entirely upon the satisfaction of their
clients. This report is mainly prepared based on two major themes. ‘Service quality’ and
‘General banking activities’. I have done a survey to get the data as well as information. When
customers come to my branch for deposit or withdraw their money that time I tried to asked them
questions. This survey result helped me to analysis the service quality of RBL. Moreover, some
questionnaires were asked to the officers. I have collected some primary and secondary data
based on their answers. I go through the annual reports. Rupali Bank Limited’s official website
helped me to get information about general banking activities. Moreover, the officers and their
management team provided me the latest percentage of different skims rates and others. I also
found that banking business mainly maintains flow of funds from depositors to investors. In
doing so, banks need to collect deposit from the depositors and then distribute those as loan to
the investors. Besides, banks provide assistance in international trade, money transfer, collection
and payment of utility and other bills, etc. All of which are fully customer oriented. Therefore,
banks are treated as service organizations and their business is largely dependent on the quality
of services they provide. I have tried to highlight the above issues throughout this report. In my
internship period, I felt some limitations in Rupali Bank Limited that I have covered in this
report by adding findings and recommendations.
