Evaluating Customer Satisfaction in General Banking of The Premier Bank Limited

2432 WordsApr 11, 201410 Pages
Evaluating Customer Satisfaction in General Banking of The Premier Bank Limited Evaluating Customer Satisfaction in General Banking of The Premier Bank Limited Submitted To Mr. Muhammad Intisar Alam Senior Lecturer BRAC Business School BRAC University Submitted By Name ID- BRAC Business School BRAC University Submitted in Partial Fulfillment for the Degree Bachelor of Business Administration (BBA) BRAC Business School BRAC University Date of Submission: December 17, 2012 Letter of Transmittal December 17, 2012 Mr. Muhammad Intisar Alam Senior Lecturer BRAC Business School BRAC University 66 Mohakhali, Dhaka 1212.…show more content…
Their agreements (agree & strongly agree) with the SERVQUAL statements touching the cut off score (4 & 5) used in 5 point Likert Scale is considered as satisfied in this study. The study shows that customers conceive this bank as reliable in getting accurate promised services, problem solving and in maintaining error free record. They also believe that there is assurance of competency, courtesy, credibility & security by the bank. They are also satisfied by the tangible appearances of the bank. But the customers are not enough satisfied in getting personal attention and they think that employees do not understand their specific needs. The unweighted SERVQUAL score of 4.27 and weighted score or Customer Satisfaction Index of 4.25 indicates a satisfactory state in the overall level of customer satisfaction. On the basis of conducted Key Informants Interviews, the quantitative study result and my observation I believe that appointing more employees under General Banking department, maintaining time slots for each customer to serve, setting up of electronic calling machine for cash counter and customer service, setting up of query desk, replacement of core banking software by better one, regular arrangement of employee training workshops, appointing female employees, etc. will help to

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