Abstract:
This report is a report on Principal Branch called An Evaluation of the Service Quality of
NRBC Bank PLC, a study that has been carried out as part of the internship program leading
to the Bachelor of Business Administration (BBA) degree. The main goal of the research
is to evaluate and determine the quality of the services offered by NRBC Bank PLC
Principal Branch, determine customer perception, and propose the ways of its
enhancement. Several operations related to the services were monitored during the
internship period in NRBC Bank PLC Principal Branch and the real life experience was
gained on how the bank deals with customers and provides excellent services. A structured
questionnaire that is created on Google Forms was developed as the tool to assess the
quality of the service in terms of the customer perspective, and the data collection were
carried out directly with the customers who visit or communicate with the Principal Branch.
The dimensions in service quality that were used in the survey include reliability,
responsiveness, assurance, empathy, and tangibles. This study involved the use of both
primary and secondary data. The primary data collection was done through customer
responses and secondary information through the official site of the bank, annual report,
and other pertinent materials. Descriptive statistics were employed to analyze the collected
data with the Microsoft excel program and SPSS software. The study results show that
despite the fact that the majority of the customers are satisfied with the credibility and
certainty of services that NRBC Bank provides, certain aspects, such as responsiveness and
efficiency of the digital service, need enhancement. Another aspect highlighted by
customers was the speed at which they could receive the service, improvement of
communication and creating an environment that was friendly to the customers. Resting on
the analysis, several recommendations have been given, such as training the staff to be
more responsive, improvement of digital service platforms, and regular surveys to track the
process. On the whole, this report gives a detailed insight of the current level of service
quality at NRBC Bank PLC Principal Branch and identifies the areas of focus that should
be made to guarantee further growth and enhancement.
