Customer’s satisfaction on service quality of Southeast Bank Ltd., Banglamotor branch

Abstract

As per the degree requirement for BRAC Business School, I took part in internship program where I got to apply my academic concepts into practical world. While being at work and studying, researching and compiling this report, I came to understand various theories regarding significance of customer satisfaction of service quality in the banking industry. This report explores on measuring customer satisfaction of Southeast Bank Limited, Banglamotor Branch where I was appointed as an intern. My main tasks at hand were General Banking activities which enabled me to deal with customers on a day to day basis and gain valuable and interesting insights to provide on this report. Through cultivating innovations, Southeast Bank Limited envisions business to thrive, ensure economic growth and ultimately serve people with premier banking service. The first chapter of this report comprises introduction of the report that outlines the basic parts. The second chapter discusses some valuable research papers in the topic of customer satisfaction and its significance in banking sector. Necessary information on the organization is provided on the third chapter. Chapter four encompasses my overall internship experience and learning’s. Product and service offers are discussed on chapter five. The final part of the report consists of the analysis, findings and recommendations for this branch regarding the service quality and customer’s perception. Undoubtedly, customer satisfaction has become the core criteria in judging the performance of a bank among its competitors. I believe the insights taken from this report will be helpful for the bank policy makers in taking meaningful actions toward enhancing customer satisfaction with the service quality of this branch.