Customer satisfaction on retail banking of the Trust Bank Ltd.

Abstract

This report “Customer Satisfaction on Retail Banking of the Trust Bank Limited” is the picture of a very well reputed commercial Private Bank doing banking business in Bangladesh science 1999 and it is sponsored by the Army Welfare Trust (AWT), is first of its kind in the country. Retail banking which is something known as personal financing services is what most people think of as high street naming it concerns providing financial products and services, such as bank and saving accounts insurance and mortgages to individuals. Some banks also include their business banking wing in their retail banking division. The key objective behind completing this report was to analyze and measure the customer satisfaction level of the customer of the bank. Retail banking sector of TBL is divided into 3 parts deposit products, loan products and cards. Firstly retail banking of trust bank consists of their wide range of deposit products such as current savings account, fixed deposit account, trust money double scheme, smart saver scheme, Lakhopoti scheme and so on. Secondly retail loan which can be secured (home loan, car loan) or unsecured loan (personal loan, education loan). Thirdly, card division which offers 4 types of TBL cards such as debit card, credit card, prepaid card and Proprietary Card. However, the main focus behind working on the topic was also to find out whether the customers are getting what they actually want from the retail banking facilities provided by TBL or not. The Questionnaire method was used to analyze the collected and available data in this report. Thus the data used in this report were very important in regard to finding out the key facts in fulfilling the research objectives. The key findings from this report were the reasons behind willingness to continue with TBL, dissatisfaction regarding regular customer service and poor usage authorization regarding regular transactions. Some suggestive remarks were also provided keeping in mind the trends and operations process of TBL retail banking business along with its weak points and limitations. Every research has got some limitations regarding the scope of its study. This report was based on a specific division of the banking business of TBL. So the biggest limitation of this study was it could not provide the full scenario of the TBL banking trends and business and its customer satisfaction level as a whole.