With due respect, I, Kazi Mosiur Rahaman Tamim ID, would like to inform you that here is the report on “Customer Satisfaction of Rupali Bank Limited” assigned to me under the internship program. I have done my internship program in Rupali Bank Limited Branch, under your kind supervision. I take great pleasure in confirming that the report titled “Customer Satisfaction of Rupali Bank Limited” was prepared by Kazi Mosiur Rahaman Tamim, ID student of BBA program, Department of Business Administration, Daffodil International University, Dhaka, under my supervision and guidance.
The work I have presented does not infringe any existing copyright and no part of this report has been copied in any way or in any other previous work. Entrepreneurship, Daffodil International University for giving me the opportunity to complete my internship report on “Customer Satisfaction of Rupali Bank Limited” In fact, no devotee can attain perfection without the help of a scholar. I am also particularly grateful to Mohammad Afzal Hossain, Deputy General Manager, Rupali Bank Limited, Corporate Branch, who gave me the opportunity to enter this organizational arena.
I would also like to express my sincere gratitude to all the officers of Rupali Bank Limited, Corporate Branch. Their consistent support and care has gotten me to the point where I have accomplished nothing more than this report and much more. With these thoughts in mind, I would like to dedicate this report to the people who have the highest priority in my life: my father and my mother and my entire family.
After analyzing the data, it was found that customers have several complaints about the service quality of Rupali Bank Limited. Just like RBL does not have ATMs, RBL uses the booths of the other commercial banks, staff shortage issues, understanding issues with instruction of mobile banking services, but they are quite satisfied with RBL's products and services.
- Background of the Study
- Objectives of the Study
- Methodology
- Scope of the Study
- Limitations of the Study
For an economy, cash is one of the most important and basic components that can be contrasted and the blood of our body when a money related organization like a bank operates as a supply route arrangement of that body. The money related institution is one of the explosion and expansion areas in our country. In addition, the bank gives credit office to the leading financial specialists for a large enterprise in the mechanical, foundation and administration departments.
In Bangladesh, financial sector customers have a solid exchange position due to the critical development of banking administrations. Among the majority of banks operating in Bangladesh, Rupali Bank Ltd. RBL) established by the merger of three (three) past investment banks, e.g. Muslim Commercial Bank Ltd. and Australasia Bank Ltd. This study has been conducted to find out the customer satisfaction level of Rupali Bank Limited.
All the customers of "Rupali Bank Limited, Corporate Branch." is selected as the population of this study. Simple statistical tool like Mean and different charts and graphs were used to perform the analysis of the study.
They likewise found that if the bank is to become a market leader in the focused state, it must use the imaginative methodology in all perspectives such as records and administrations. Results show that there are factors that lead to customer satisfaction, especially in e-banking, which is one of the very important and rapidly growing ways of doing banking. Factors are accessibility, convenience, security, privacy, content, design, speed, fees and charges have an impact on customer satisfaction, where the other factors reported have no significant impact.
Research found regarding e-service quality, customer satisfaction and trust they found that there is a significant correlation between e-service quality, trust and customer satisfaction. Among the nine customer satisfaction factors and loans, prompt service and attendance are the most important factors that have a more significant impact on customer satisfaction followed by interest rates and bank accessibility and service perception that have less impact on customer satisfaction. They also found that if the bank is to become the market chief in the aggressive mode, it must use the imaginative methodology in all viewpoints such as records and administrations.
One extremely interesting factor is consumer loyalty in each of the factors that contribute to customer switching behavior. They also found that the banking sector is one of the main service sectors and that bank operations are less dependent on customer service and satisfaction. The influence of proximity to the bank and financial factors on customer satisfaction is not at par. 2012);.
Claimed by their research shows that service quality is a very important dimension of customer satisfaction in the banking sector. Stated that customer satisfaction largely depends on the provision of an approach to the manager, so that higher customer satisfaction for the future could be achieved by the bank. Research claimed that by using one of the service quality tool where customer satisfaction was measured on the basis of ten dimensions.
The results significantly show that six out of ten dimensions, namely reliability, responsiveness, tangibility, accessibility, communication and credibility, show a positive impact on customer satisfaction. 2007); Also in the study there, they stated that customer satisfaction depends on satisfaction with the service policy, accessibility and satisfaction of frontline employees. Raises awareness of the importance of demographic variables and the impact of technological technologies on customer satisfaction and loyalty in the financial services industry.
Historical Background
Present Capital Structure
Vision
Mission
Strategic objectives
Operational network organogram
Product and Services of RBL
Demographic Profile of the Respondent
Behavior Satisfaction
Here the data shows that 37% of RBL customers are very satisfied with the behavior of RBL staff and 29% are equally satisfied. On the other hand, 7% of customers are dissatisfied with the behavior of RBL staff, while 4% are highly dissatisfied.
Service Satisfaction
This shows that 23% of customers are very satisfied with the banking service provided by RBL employees, while 30% of the other customers are also satisfied. However, 10% of customers are dissatisfied with the banking service provided by RBL employees, while only 2% are very dissatisfied.
Service Charge satisfaction
The tabular data and pie chart above shows that 30% customers are highly satisfied with the amount charged by RBL for service, while 30% other customers are also satisfied. However, 15% customers are dissatisfied with the service charge of the bank, while 5% are highly dissatisfied.
Statement Satisfaction
From the table data and pie chart above, 18% of RBL customers are very satisfied with the way they receive their bank statement, while 23% of the others are also satisfied. Meanwhile, 10% of customers are not satisfied with the way they receive their bank statement, while 15% of the remaining customers are very dissatisfied.
Cheque Satisfaction
Here the data shows that 42% of the customers are highly satisfied with the check book/delivery of RBL, while 38% are also satisfied. On the other hand, only 1% customers are dissatisfied with the checkbook/delivery of RBL, while only 1% are highly dissatisfied.
Cheque Satisfaction
The data here shows that 44% of RBL customers are very satisfied with RBL's fixed cash deposit method and 28% are equally satisfied. On the other hand, 6% customers are dissatisfied with RBLcash fixed deposit mode, while 1% are very dissatisfied.
Delay Satisfaction
Here, the data shows that only 5% of customers are very satisfied with the time they have to wait for service at RBL branches, while 35% are also satisfied. On the other hand, most of the customers are 20% and 30% dissatisfied and highly dissatisfied with the service waiting time at RBL branches.
Customer Feelings to Visit Branch
The data collected in the above table shows that 40% of customers feel warmly welcomed, 35% neutral and 25% ignored when visiting RBL branches.
Recommendation
The responses shown in the above table say that 94% of customers would recommend RBL to their relatives/friends/colleagues while only 6% would not. After completing the survey, it was found that the respondents are very satisfied with the security features of the bank during the transaction. After the analysis, it was found that most of the customers are satisfied with the behavior of the bank managers.
Most of the customers are not very satisfied about the Bank's proper attention in delay time. All the business banks offer almost similar items and administrations and their working framework is practically the same. However, the ways in which they give the administrations are unique in relation to each other.
On the other hand, the bank improves new items and administrations to attract their ideal customers. In this capacity, they will undoubtedly provide brilliant financial administrations with the most recent innovation to achieve an ideal profit for the investor's value, guaranteeing the safety of the contributor's money. Despite the fact that they are currently rehearsing a miracle like this, they occasionally face some problems.
These issues arise because they sometimes have no idea of the opinions of retailers. To conduct this research, I conducted a survey which was completed by the customer of Rupali Bank Limited, Corporate Branch, Mirpur 01. Along these lines, I am completing my report on “Customer Satisfaction of Rupali Bank Ltd”.
34;Customer satisfaction and customer loyalty through service quality assessed by SERVQUAL model-a study on banking industries of Bangladesh." Science Journal of Business and Management. 34;Customer perception of service quality in retail banking in countries in development - a case study." International Journal of Marketing Studies 4, no. This questionnaire is designed to conduct a survey for the purpose of collecting data only for the development of the practice report title; "Customer Satisfaction Level of Rupali Bank Limited, Corporate Branch", the information collected will be kept strictly confidential and used for research purpose only.
