Evaluation of customer satisfaction level: a study on customer service in SME loan disbursement of Prime Bank-Wari Branch

Abstract

The following report has been prepared as part of the internship program as a requirement for the Masters of Business Administration of BRAC University Bangladesh and it aims towards providing an overview on the Satisfaction level of the customers who avail the SME loan service from Prime Bank Ltd. The core objective of this report is giving a clear understanding of the service quality of the SME loan department. While preparing this report it has been tried to reveal the insights of the Customers satisfaction level’. A few recommendations were also prescribed on the observations and findings. This report is based on the practical working experience at The Prime Bank-Wari branch as a part of internship program. Prime Bank Limited, is the first generation bank in Bangladesh since its establishment in the year 1995. The bank started its journey with a motive in mind that is bringing about a qualitative change sphere of banking and financial management, the bank today serves customers with efficiency and effectiveness. The survey conducted helped to provide real data about the customer’s satisfaction. The illustrations and findings are well explained in this report. Though there were a few short comings preparing this report but it is legit enough to provide all the necessary details about SME loan contribution in the economy and the roles of Prime Bank. Finally, identifying the shortcomings of strategies Prime Bank is currently applying an attempt has been made to recommend the strategic options for Prime Bank to become more competitive in the banking industry.