An Evaluation of the Services Quality of LankaBangla Finance Limited

Abstract

Practical orientation is greatly differing from academic knowledge through its operation, complexity and implementation. To justify the academic knowledge, practical orientation has great importance. Internship program is a great opportunity to justify the academic knowledge in respect to the practical world. Sothis reason Department of Business Administration introduce this type of internship program for the students of M.B.A. for getting practical knowledge. This report investigates An Evaluation of the Services Quality of LankaBangla Finance Limited by using SERVQAL model. LankaBangla Finance Limited has stated their businessas a jointventure financial organization having license from Bangladesh Bank under Financial Institution Act-1993.The whole service process of Mirpur Branch, Dhaka. Services are divided into four sections. These are 1) Personal Financial Services, 2) Corporate Financial Services, 3) SME financial Services, 4) Deposit Scheme services. Data and information were collected from several way. A total of 30 customers and 10 officers were interviewed. Some of them are already client of LankaBangla finance limited, some are not. And also I get information from those who are working in this organization for a long time. Direct working with officials of LankaBangla finance limited, Face to face conversation with client, Practical deskwork, Annual report of LankaBangla finance limited and Website Browsing of LankaBangla finance limited. Shortly it can be say; this report in its beginning introduced the LankaBangla Finance Limited. This shows its historical background, the vision, mission, corporate strategy and the other aspect like the financial institution principles etc. Then it’s come with the topic to evaluate the quality of services offered by LankaBangla finance limited using SERVQAL model also my duties and responsibilities with that. Different services offered by LankaBangla finance limited are shown in the brief. It’s shown that the SWOT analysis – strength, weakness, opportunity and threats. All the information is very vital to find out the problem of services quality and also customer satisfaction