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Leve{ of Customer Satisfaction at Rrfie Cp,Emier (Bank, L Tcf Ana Wliat S Liouu (Be (])One to Improve"

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Leve{ of Customer Satisfaction at Rrfie Cp,Emier (Bank, L Tcf Ana Wliat S Liouu (Be (])One to Improve ---'--__ Internship Report «Leve{ of Customer Satisfaction at rrFie cp,emier (Bank, L tcf ana Wliat S liouU (Be (])one to Improve" Submitted to: S I Nusrat A Chaudhuary Associate Professor Department of Business Administration & Head of Career Counseling Centre Submitted by: Md. Mozammel Hussain Shaon ID: 2005-1-10-052 Department of Business Administratio ~, D(~\ rJl n 'I! J I fUll, ~ ' , I~ l 2 1 SEP 2010 U&[5\5C]U 0 Submission Date: December 22, 2008 EAST WEST UNI\lERSITY 43 Mohakhali CIA, Dhaka-1212 eprember 20 , 2008 To \Ybom It l\lay Concern ertify that Md. Mozammel Hussain Shaon is a BBA student of EWU. -all 2008 semester he has taken the course BUS 499, which requires a report on a specific topic or on a specific organization after completing a --~ ~ mo nths of work experience. For this purpose, he requires to gather relevant . 'ormation about the chosen organization. I i worth mentioning that the gathered information will only be used for pure a ademic purposes and will be kept classified. It will be appreciated if you help him to get relevant information about your esteemed organization. Thank you for your kind cooperation. incerely yours S I Nusrat A Choudhury Associate Professor Business Administration Department East West University , -------------- ---1 I Letter of7'rans"mitta[ I I I I I----- - --------- I - ( :-\. Chaudhuary _. ... Professor -~n of Business Administration & • .-Career Coun seling Centre .. ~ st Uni versity t: Submission oflntemship Report on Level ofCustomer Satisfaction at The Premier Bank Ltd and What Should Be Done to Improve. -j- is a great pleasure for me to submit this report, as a partial fulfillment of the BBA I gram, on "Level of Customer Satisfaction at The Premier Bank Ltd and What - hould Be Done to Improve." Accomplishing this work has been a very worthwhile xperience for me. I have tried to prepare the report a comprehensive one within given time. Any sort of query will be highly appreciated. There could be some mistakes, if any, for some constraints during the process of preparing this report. However, I apologize for all those and beg your kind consideration in this regard. I hope that you would be kind enough to receive this term paper and bless me hearty with respects. I would like to submit the report with the hope that it lives up to your satisfaction. However, for any updates or query regarding this project please feel free to contact the undersigned. Sincerely yours Md. Mozammel Hussain Shaon ID: 2005-1-10-052 Department of Business Administration East West University ii ledgements uld like to express my heartiest thanks to my teacher Mr. S I Nusrat A Chaudhuary, Associate Professor, Department of Business _;dministration and Head of Career Counseling Center, East West --niversity, for giving me the opportunity to work with him during my . ternship period on this important issue. Under his counseling, I have been able to compile this report in a comprehensive manner. I have tried my best to implement his constructive suggestions, wherever relevant. I am grateful to him for his excellent supervision and thoughtful guidance. The report might never have been completed without the necessary academic knowledge, assistance of reference books, web pages and some practical knowledge, assistance of The Premier Bank Officials, and what is worth mentioning the sincere and enthusiastic cooperation from the course teacher Mr. S I Nusrat A Chaudhuary. I would like to thank all those, especially the employees of the banks; who have assisted me to prepare the report, and special thanks to my supervisor Mr. S I Nusrat A Chaudhuary, and all the faculty members. I will remain grateful to all of them. iii Internship Report ~a6Ce of• Content Topic Name Page No. ~ ::- ..... - · \~ e Summary........................... ...... 01 ::a.::) er 1: Introduction........................... 02-07 :'.1 Background of the Study........................ 03 .2 Origin of the Report .............................. 04 l. 3 Scope of the Study ................................. 04 1.4 Objectives ............................................. 04 l. 5 Methodology.......................................... 05- 07 1. 6 Limitations of the Study........................ 07 Chapter 2: Organization Profile ................. 08-15 2. 1 A Brief History of the Premier Bank Ltd ... 09 2.2 Corporate Information ........................... 10 2.3 Board of Directors ................................. 10 2.4 Vision of the Bank ................................. 11 2.5 Mission of the Bank ................................. 11 2.6 Commitment of the Bank ........................ 11 2.7 Objectives of the Bank.............................. 12 2.8 Products of the Bank .............................. 12 -13 2.8.1 Deposit Products.............................. 13 2.8.2 Lending Products .............................. 13 2.9 Services of the Bank .............................. 14 -15 2.9. 1 Lockers Service ................................. 14 2.9.2 SMS Service .................................... 14 2.9.3 Online Service .................................... 14 Internship Report 2.9.4 ATM & VISA Debit Card ........................ 15 .~ 2.9.5 Credit Card .......................................... 15 ~ a pter 3: Key Aspects Related to the Service Marketing in Premier Bank Ltd. 16- 20 3. 1 Customer Satisfaction .............................. 17- 18 3.2 Maintaining Quality Service ..................... 19 3.3 Expanded Marketing Mix for Service Followed by the Bank................................. 20 Chapter 4: Analysis of Level of Present Customer Satisfaction ............... 2 1-2 9 4.1 Problem Statement .................................... 22 4.2 Variables................................................... 22 4.3 Methodology for Data Analysis ..................... 23 4.4 Analysis of SPSS Output.............................. 23 4.4.1 Result of Regression Analysis......... 23- 25 4.4.2 Result of Discriminant Analysis ...... 27- 29 Chapter 5: Findings, Future Scope & Conclusion............................... 30-34 5.1 Summary of the Survey Result.................. 31 5.2 Recommendations ................................. 32- 33 5.3 Conclusion ............................................. 34 Annexure ................................................. 35-40 Exhibit A: Questionnaire .............................. 35-36 Exhibit B: Statistical Output........................ 37-40 Bibliography............................................. 41 ~ , • • I , " f " , .. , Executive Summary part or objective of this repot is to find out the present level of customers "-:"'c ion at Premier Bank and what should be done for further improvement. - - e -cr;.- bank and financial institution it is very important to satisfy their current _ '. mers and attract potential customers by providing new and innovative es. That's why banks are changing their way of service for customers, recruit employees and trained them about customer's relationship management. - tisfactory service may cause negative word of mouth about the company and '-- - an be extremely detrimental because it can reinforce the customer's feelings :1 - negativism and spread that negative impression to other present and potential tamers. To find out the level of customer satisfaction, I have chosen the uestionnaire research methodology. Questionnaire of the Survey covered the chnique, Process, People, Physical Evidence, Products and other issues that this ank uses in providing their customer services. For time and cost limitation I have ro limit the sample size to 51. Data has been analyzed through various statistical methods like-Multiple Regression Analysis, Discriminant Analysis Wilkis Lamda, F actor analysis etc. The major finding of the analysis is that present level of satisfaction of the customers is 72.55%. Customers are satisfied with the manner & etiquette of the employees, branch environment, online service, time to complete a service etc, but less satisfied with the branch location, customer reception, and product verities. At the end of the report some recommendations regarding improvement of skill of the employees, selection of branch location, online service facility enlargement, logistic support to faster the service, promotional activities and more to improve the customer service and to remove the problems that the bank has in customer services. Internship Report on Customer Satisfaction at The Premier Bank Limited Page 1 of 42 Internship Report on Customer Satisfaction at The Premier Bank Limited Page 2 of 42 BACKGROUND OF THE STUDY: ·1 -- ~ ~. and Hands on experience complement each other in the arena of BBA. The rogram is designed to orient the student with the interaction of theoretical . - wI edge along with the experience of the practical field of business. Here, I can ri ence and evaluate the common phenomena and feasibility of the theoretical epts which I have came across in the sessions with our learned teachers. As norm this report is the requirement of the fulfillment of the internship program. Thi report on "Level of Customer Satisfaction at The Premier Bank Ltd and \\nat Should Be Done to Improve" is a requirement for the completion of the BBA program under the Faculty of Business Studies. Bangladesh has achieved colossal augmentation in the service sector over the last ouple of decades. This growth can be attributed to the accomplishment of the banking sector over the course of this decade as one of the sources. Private Banks are trying to break up the oldest method of banking service
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