Evaluation of customer service quality (SERVQUAL) of Prime Bank Limited

Abstract

Internship is an integral part of The BBA Program in BRAC University. As per the requirement of the institute I have performed 90 days or 3 months internship at The Prime Bank Limited. This organization has given me the opportunity to hone my skills and apply my knowledge in the practical field. Prime Bank limited was established on 17th April 1995 with a view to bring positive change in the banking sector of our country. The bank serves their clients sincerely. It gathers excess units of economy in the form of deposit and circulates that deposit to the deficit unit of economy in the form of credit. The Bank currently serves their customers using an intricate web of 140 branches all around the nation. I was designated to carry out my tenure at the Mohakhali Branch of the Company. As per the regulation I am to prepare a report on the Prime Bank limited regarding a definite topic. The topic is the customer satisfaction on service quality of Prime Bank Limited. The report is divided into five parts which includes- 1. Introduction, 2.Organizational Profile which deals with the particular characteristics of the organization which define it, 3.Internship activities which include the type of work I took part in during my contract period, 4.This part includes a brief discussion on the purpose of the report, process of data gathering, analysis of the data and findings and 5.Suggestions for improvement and Conclusion.