An analysis of general banking operations at Dhaka Bank PLC: a study on service efficiency and customer satisfaction

Abstract

This report has been prepared as part of the requirement of Bachelor of Business Administration (BBA) Course and is based on a three-month internship conducted at Dhaka Bank PLC, Pragati Sarani Branch under General Banking Department in Dhaka Bank PLC from March 02, 2025 to May 31, 2025. The main aim of the internship was to get exposure to practical banking operations and analyze the efficiency of the services and customer satisfaction at branch level. The General Banking Department is the main customer service center of the branch and handles important customer operations such as account opening, cash transactions, cheque clearing, remittance services, pay orders, demand drafts and KYC facilities. During the internship, operational processes, recording procedures and internal control systems were closely monitored. This experience provided practical knowledge and understanding of transaction accuracy, compliance with regulatory rules and regulations and customer service management under the supervision of Bangladesh Bank. The organizational analysis measures management systems, human resource systems, marketing strategies, financial performance and governance structures. The financial data for 2022-2024 shows that interest income and loan volume have increased consistently. The branch operates through an integrated core banking system, which is supported by audit and compliance controls to ensure the reliability of operations. This part of the project applied the SERVQUAL model to measure service quality based on five dimensions. Data were collected from 26 customers through structured questionnaires and staff interviews were also conducted. Survey reports indicate that reliability is very high, which indicates that customers are receiving proper services and bank employees are following professional ethics. On the other hand, many customers have given very low scores on feedback and empathy; because at peak hours there is huge pressure in the branch of customers and it is not possible to support everyone equally. The report concludes that operational responsiveness, information technology (IT) infrastructure strengthening, encouragement of digital banking acceptance and structured feedback systems can make a significant contribution to customer satisfaction. Overall, the internship was a good way to bridge the gap between academic knowledge and real world banking operations as well as stress the strategic importance of operational efficiency in maintaining competitive advantage.