Analyzing the factors that influence customer service quality in IFIC Bank PLC

Abstract

This paper is the outcome of my two-month internship programme at the IFIC Bank PLC, Agrabad Branch, Chittagong. International Finance Investment and Commerce Bank PLC is classified as a first-generation bank. It has already established an image among the users. The bank conducts its operations from the Agrabad Branch. Consequently, the branch is responsible for managing both commercial and non-commercial clients. Hence, the branch involves individuals of various ranks operating in distinct divisions. My internship program focused on gaining a comprehensive understanding of the operations and activities of the General Banking Trade Service Center and Credit Section. The primary objective of the study is to determine the factors that influence the customer service quality of IFIC Bank PLC and impact the customer satisfaction level. In order to effectively engage with consumers and assess their perceptions and interactions with the firm, I gained a thorough understanding of the employees' practical responsibilities and tasks. In order to get the information I needed, I did my best to ask the employees, both directly and indirectly. I was assigned the duty of analyzing the elements that impact the quality of customer service at the Agrabad Branch of IFIC Bank PLC. My research for this paper relied on both primary and secondary sources. Finding out what makes IFIC Bank PLC's Agrabad Branch's customer service so good was the driving force behind this investigation. Therefore, it proved to be the intended goal of the investigation. Previous research has found that a bank’s customer service quality is significantly influenced by various interconnected factors, including the type of customer service, user behavior, financial knowledge, and empathy. Although there may be varying viewpoints among employees of the business regarding the purpose, its findings indicate that there are various factors that influence customer satisfaction in the banking industry.