Survey on customer satisfaction regarding the quality of service provided by foreign trade department of Dutch-Bangla Bank Limited

Abstract

This report provides an analysis and evaluation of a survey conducted on customer satisfaction regarding quality of service of foreign trade department of Dutch-Bangla Bank Limited (DBBL). Method of findings and analysis include both primary and secondary data. Primary data was collected by conducting a survey. For this reason, a sample of 15 customers was randomly chosen for the survey and they were given a questionnaire to fill up. The method of analysis includes frequency distribution of the data collected. The secondary data was collected from company’s website, annual report and foreign exchange manual. This report also includes overview of Dutch-Bangla Bank, services and products, working experience during internship and operation of foreign trade department of DBBL. The survey draws attention to office environment, time taken by employee to process, availability of online resources, solution provided by DBBL, service fees, and more.Based on the data this report finds that customers are satisfied with quality of service provided by the foreign trade department of DBBL. However, in case of availability of online resources more 65% of the respondents were dissatisfied and again, 53% of respondents were dissatisfied with DBBL incapability of interacting with foreign bank during issues. Around 54% of the respondents feel that procedure of obtaining credit/loan against a L/C is difficult Some of the recommendation discuss includes • DBBL should focus on to create skilled human resource to improve their interaction with their customers. • Availability of online resources regarding foreign trade like guidelines, fees, procedure etc. should be made available in order to improve customer service. The report also includes the fact that the analysis conducted has limitations. Some of the limitations are only 15 respondents were chosen among large group and analysis only includes frequency distribution.