Customer satisfaction regarding the service quality of the foreign exchange department of Mercantile Bank Limited, Mirpur Branch

Abstract

This report provides a study and survey conducted on customer satisfaction regarding quality of service of foreign exchange department of Mercantile Bank Limited (MBL). Method of findings and analysis include both primary and secondary data. Primary data was collected by conducting a survey developing questionnaire. To conduct the survey, a sample of 25 customers was randomly chosen for the survey and was given a questionnaire to fill up. The method of analysis includes frequency distribution of the collected data. The secondary data was collected from company’s annual reports and foreign exchange manual. This report also includes overview of Mercantile Bank Limited, services and products, working experience during the internship period and operation of foreign exchange department of MBL. The survey draws attention to availability of employees, employee behavior, office environment, time taken by employee to process, solution provided by MBL, service fees, and more. The report also includes the fact that the analysis conducted has limitations. Some of the limitations are only 25 respondents were chosen among large group and analysis only includes frequency distribution. Based on the data, this report finds that most of the customers are satisfied with quality of service provided by the foreign trade department of MBL. However, in case of overall environment, service charges, and timeliness, some of the customers were dissatisfied with the service quality of the Foreign Exchange department of MBL, Mirpur branch.MBL should focus on these issues in order to improve their quality of service in Foreign Exchange department. A bank’s performance and profit largely depends on this division. These foreign exchange activities have an equal significant role to the economic growth of a country. So through this division banks are contributing to the economic empowerment of the country.