Internship Report On “An Evaluation of the Service Quality of NRBC Bank PLC: A Study on Principal Branch”

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.