Evaluation of customer service quality: a study on Jamuna Bank

Abstract

The Jamuna Bank is a customer- oriented bank and their motto is “Your partner for growth”. The philosophy of the Jamuna Bank is to be the most caring and customer friendly provider of financial services, creating opportunities for more people in more places. The last three years business performance of the Jamuna Bank Limited is remarkable. The result was largely due to confidence and loyalty of the customer. The study is based on the evaluation of customer service quality of Jamuna Bank. It represents the overall service of the bank offering to its customers. Banks always try to offer the best customer service towards its customers and clients. Because the success in banking service depends on how the bank is doing well with its customers and clients. To conduct this study necessary information has been collected from the respondent’s opinion through a predefined set of questionnaire, company brochures, annual reports and service scenario. The necessary information has been c collected from company website. In conclusion it can be said that the level of customer’s satisfaction of the bank highly depends on total service of the bank which is provided by it. In current market scenario every bank and financial institution wants to provide its customers better service because if the customers are not satisfied then they switch the bank very easily. So here, problems are found to analyze the present condition of Jamuna Bank Limited, services to be improved and add extra features to satisfy current customers and attract new customers.