Customer Satisfaction on Service Quality of Southeast Bank PLC (Dhanmondi Branch)

Abstract

The purpose of this report is to fulfill the requirements for the Bachelor of Business Administration (BBA) Internship Program. It provides an overview of “Customer Satisfaction on Southeast Bank PLC. (Dhanmondi Branch)” This study investigates the customer service quality of Southeast Bank PLC, focusing on its Dhanmondi Branch, in Bangladesh. The study uses a mixed-methods approach to evaluate customer experiences and perceptions of service quality by combining qualitative analysis with quantitative surveys. A structured questionnaire is administered to customers visiting the branch, covering various aspects of service quality, including staff helpfulness, online services, service charges, and overall satisfaction. The study also reviews secondary data, including existing literature and bank- related documents, to provide context and background information. Ethical considerations are paramount, with informed consent obtained from survey participants to ensure privacy and anonymity. Findings from the study reveal crucial insights into the quality of customer service at the Dhanmondi Branch, shedding light on areas of strength and areas that may require improvement. The study's scope is limited to this specific branch, and while the findings may not be generalized to other branches or institutions, they offer valuable recommendations to enhance service delivery and customer satisfaction at the Dhanmondi Branch. This study highlights the significance of and adds to the larger understanding of service quality in the banking industry. It serves as a practical guide for Southeast Bank PLC and similar institutions aiming to prioritize customer service excellence.