Assessing service quality of Mutual Trust Bank Limited by using SERVQUAL model

Abstract

It is very important to learn and practice both theoretical and practical knowledge by understanding the difference between these two. That is why I have tried to apply my theoretical knowledge on SERVQUAL Model to prepare my report which is focused only to apprehend the service quality of Mutual Trust Bank Ltd. by identifying the customers’ perception and expectation toward this institution. This report focuses my three months working experiences at Mutual Trust Bank Ltd., Kakrail Branch. The report is divided into the prefatory part which contains with some elementary issues regarding this report. After that organization part where I have discussed about my job activities with some highlighted information’s about MTBL to give the clear idea about activities there; Project work which has given most importance in this report. Here I have analyzed the data from the survey where I have tried to assess the service quality of MTBL from different dimensions. In addition to that recommendation and conclusion has been made from the results I have got.