Service quality and customer contentment of Dhaka Bank LTD internet banking

Abstract

Dhaka Bank Ltd is the first and one the leading private banks of Bangladesh and today to serve the technologically advancing customers Dhaka Bank Ltd Provide Digital Banking services and which includes Dhaka Bank Ltd Internet Banking Service, which is day by day reaching a top-notch level and Dhaka Bank Ltd IT (Information Technology) personals work extremely hard to keep this pace of development stable. Now the banks signify the core of the country’s able financial device. Now-a-days the most reliable financial businesses to the people all over the world are banks and they comforted their client through providing Different banking services. Ensuring the highest level of customer contentment is a goal for every financial institution. As a result the consumer expectations about the service quality of Dhaka Bank always stay better. This internship report is prepared on the basis of the three months period internship program that I have done in Dhaka Bank LTD, IT Division from April 01, 2018 to June 30, 2018 as a requirement of my BBA program on BRAC Business School, BRAC University. The objective of the report is to identify the level of service quality and customer contentment of Dhaka Bank Ltd. Internet Banking service. In this report it is also showed that how customer satisfaction and service quality is related and how service quality and customer satisfaction is important for a financial organization. Primary data and secondary data were used to prepare this report. Primary data have come from my day to day observation and interviewing personnel and on the contrary, secondary data was collected by Organization employee hand book, website, and relevant books. Here I tried to minimize bias and have tried to prepare an unbiased report. Finally, the report allows focusing on theories and concepts used in Dhaka Bank Internet.