Analyzing customer satisfaction by using servqual model of five-dimension in the content of e-banking service quality of the Dhaka Bank Ltd

Abstract

Basically this report is based on the Customer satisfaction of private commercial Dhaka Bank Ltd. For Analyzing Customer Satisfaction level I use SERVQUAL model of five-dimensions Reliability, Responsiveness, Assurance, Empathy and Tangibles in the content of E-Banking Service Quality of the Dhaka Bank Ltd. I did my internship course in Dhaka Bank Ltd. It’s a very well-known private commercial bank in our country. It has become a significant entity in the economy as a whole and also in local community. The bank has formed a very strong organization structure comprised with very qualified workforce. It has been doing business in the subcontinent for over 19 years. Dhaka Bank has the midlevel market share in Bangladesh. It divided its banking activity into three different segments, which are Consumer banking and SME banking and Corporate Banking. Their main business clients are corporate organizations. During my internship in DBL I have learned that there is significant and positive relationship between Interpersonal relationship and Customer Satisfaction and there is also positive correlation between Interpersonal relationship and Customer Satisfaction. I mainly worked on General Banking Department credit Department, Account department, Loan department; foreign department of the Bank where different types of Bill documentation are required and we need to put down the bill in the Excel balance sheet. This study highlights the level of Service quality and customer satisfaction about Dhaka Bank Ltd. For analyzing the customer satisfaction level I used five dimension of service quality model.20 questionnaires were processed for that report. Excel was used to analyze data. I used 20 questions in three different banks such as Dhaka Bank, Prime Bank and Bank Asia for E-Banking Service quality which help me to analyze the customer satisfaction level of three banks and at the end those level help me to find out the Dhaka Bank E-Banking service quality then I can define the customer satisfaction level of Dhaka bank. Basically my main report is focused on the Customer satisfaction by using SERVQUAL model of five-dimension which helps me to judge the customers satisfaction level of Dhaka Bank.