Customer satisfaction with government banks: a study on Agrani Bank Limited

Abstract

This internship report based on the three month long internship program that I had successfully completed in Agrani Bank Limited as a requirement of my MBA program. At the initial stage of this report, I have provided with a background, which narrates the overall content of the report. Following that, I have briefly narrated the overview of Agrani Bank Limited. To make this report a survey was done in Agrani bank Limited. From that survey I get data about the satisfaction level of the customers of Agrani bank limited towards its services. Bangladesh is a developing country. Banking sector plays a vital role in the economic development of the country. Now-a-days, banks not only act as custodian of public money but also are indispensable as vital agent for maintenance of sound financial position of a country. Banking industry of Bangladesh has achieved positive changes in terms of expansion modernization, application of international standard, technology adaption, and corporate governance and improved regulatory and supervisions environment. Due to globalization and free market economy banking sector facing a competitive environment in Bangladesh. To survive this competition bank provide good services to the customers. The goal of every bank should be to satisfy the customer. We know that customer is the kingof market. In this report I try to measure the customer satisfaction in AGRANI BANK LIMITED. In case of service a survey is done in AGRANI BANK LIMITED for checking the satisfaction level of customers. For asking people about what they think about the service of ABL, a set of questionnaire has been made. In the survey all of them are ABL account holder and those who pays bills here. However before drawing any conclusion based on this report it may be noted that the report was prepared in a very short term and there is lack of data. But still the report may be useful for Agrani Bank Limted to understand their customers.