Customer’s satisfaction on service quality of Prime Bank Limited

Abstract

Prime Bank Limited (PBL) was established on 17th April, 1995 with an authorized capital of Tk. 1000 Million and paid up capital of Tk. 100 Million (raised to Tk. 200 Million in 1997) by a group of highly successful entrepreneurs from various fields of economic activities such as shipping, oil, finance, garments, textiles and insurance etc. It is a full licensed scheduled commercial bank set up in the private sector in pursuance of the policy of the Government to liberalize banking and financial service. This report based on the internship program, partial requirement for the Bachelor of Business Administration in BRAC University Bangladesh. The main objective of this report is to find out customers’ satisfaction on service quality of Prime Bank Limited. Internship in Prime Bank was a great practical experience for my career life. The report discusses about the customer satisfaction level of Prime Bank Limited. This report is divided into five chapters. First chapter contains the introductory part of this report which implies a short description about banking scenario in Bangladesh. Second chapter includes the organizational profile. It is about the organization upon which the report has been prepared. It contains the particulars of the organization through which the organization can be recognized. Mission, goal, Corporate Philosophy, Strategic Priority, Ethics, Organizational structure, corporate social responsibility, SWOT analysis, products and services , Financial Performance etc are discussed in this part. A simple discussion over HRM is also included in this part. Third chapter deals with my internship activities. It means the nature of job and the specific responsibilities of the job which I performed at my work place during my internship period; everything is broadly discussed in this part. The fourth part is the project part which includes Origin of the Report, Objective of the Report, Methodology, Scope of the Study, Limitations of the Study, Literature Review, Analysis, Findings and Recommendations. A short conclusion has been drawn in the later part of the report.