Internship report On Analyzing Service Quality of Standard Chartered Bank: A Case Study of Motijheel Branch

Abstract

In the research work, the service quality of Standard Chartered Bank has been analyzed, focusing on the Motijheel branch of Bangladesh. Using a mixed-methods approach in research, it combines quantitative and qualitative analysis in assessing customer perceptions and quality experiences of service. Surveys were carried out about those customers who visited the branch, including various aspects of the service quality such as support by the employees, digital services, service fees, and overall satisfaction. In order to provide context and background information, this research reviews the available literature and the bank-specific secondary data. Obtaining informed consent using ethical considerations is important to those who take part in this survey to ensure their privacy and confidentiality. The result of this research offers valuable insights into the service quality of customers to the Motijheel branch and areas of strength and areas for improvement that will be needed. The scope of this research is limited to this branch, and therefore, the results cannot be generalized to other branches and institutions. They can suggest improving the service delivery and increasing customer satisfaction at the Motijheel branch. This study adds to the provision of comprehensive service quality data in the banking industry, and this study also focuses on customer-centric service to gain a competitive edge in the financial services industry. It is a practical guide for Standard Chartered Bank and banks of the same sort, and aims to concentrate on how customer service can be improved to excellence.