Abstract:
The study was conducted to find out customer’s satisfaction level within the organization.
This repot was consistence of information about the project that had been assigned with
which happened to be the customer satisfaction. Data were collected from both primary and
secondary sources. Annual Report of Rupali Bank Limited was the basis of secondary
sources of data. Here I tried to get information from the customers in a direct formal way. In
this study it was found that facilities were available and satisfactory issue of customers,
which are Online service system, knowledge about employees, timely manner of them, new
technology, ATM booth facilities, Speed of transaction, service charges.
After analyzing the data, it was found that customers have several complaints against the
service quality of Rupali Bank Limited Like RBL has no ATM booths RBL use the others
commercial banks booths, employee shortage problems, understanding problem about
instruction of mobile banking services but they are fairly satisfied with the products and
services of RBL. Considering the benefits provided by others commercial banks in
Bangladesh, customer has stated that RBL is providing them good benefits and services also and they are quite satisfied with it. Based on the findings it was recommended opened branch, account opening procedure, empathy to customers, card charge, introducing ATM booth etc. This report will help to the customers of Rupali Bank Limited.
