Service quality and customer satisfaction on deposit product

Abstract

A bank is an economic institution whose main aim is to earn profit through exchange of money and credit instruments. So, banking system occupies an important place in a nation’s economy. It plays a vital role in the economic development of a country and forms the core of the money market in an advanced country. In recent times the banking sector over the world has been undergoing a lot of changes due to deregulation, technological innovation, globalization etc. Bangladesh banking sector is lagging behind in adopting these changes. To thrive well in this changing environment, not only development of appropriate infrastructure is necessary but also infusion of professionalism into banking service is essential.

The main objective of this study is to find out the service quality & customer satisfaction level on various Deposit product services provided by BRAC Bank Limited (BBL). These data have been collected from two sources, primary source and secondary source. I have collected primary data via interviews and survey. Secondary data is been collected by me from newspaper, journals & Annual reports. In this report I prepared a questionnaire .the questionnaire based on SERVQUAL method. In this study I have discussed about the objective, mission & vision of BBL. Basically my study is based on customer satisfaction on deposit products & service quality of BBL in the Chittagong city. Here SERVQUAL scale involves a survey containing huge service attributes into five service quality of Reliability, Responsiveness, Assurance, and Empathy & Tangibles.

During the survey some criteria were considered as like as, strongly agree, strongly disagree, strongly satisfied, strongly dissatisfied, neutral and need improvement. According to those all criteria client responded very effectively. The collection of data analyzed & represented in a systematic way by using various valuable charts as well.