Evaluation of consumer services of a commercial bank: a study on Sonali Bank Limited

Abstract

The report was created to find out the level of consumer satisfaction from the users who take different services from the Sonali bank Limited and this report is developed on primary research of twenty-five sample of customer to identify the different customer touch points at banks and it also helps to identify the overall consumer satisfaction of a bank. In Bangladesh, the number of banks has increased a lot in last ten years and this increasing made a competition among the banks. The competition is depending on consumer satisfaction. Like other banks of Bangladesh, Sonali Bank Limited is also focusing on improving the overall services of the bank so that the consumer gets satisfied. As the technology are changing very fast and banking activities are mostly technology dependent. Besides, internet and smart phones has also connected to the banking activities which also helps to ensure consumer satisfaction through serviceable and financial requirements of everyone. With the developments of technology, its proper use is also important for the financial inclusion and giving priority to the consumer develop the consumers commercial bonding with the bank. The report also finds out few sectors of that there is scope for improvement and I am also trying to recommend some solution so that those targeted problem can be solved.