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research Proposal

research Proposal

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Published by Dipock Mondal
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Published by: Dipock Mondal on Oct 18, 2012
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04/02/2013

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Project Proposal
October 13, 2012ToS.M. Akterujjaman
Assistant Professor of Marketing
Department of Business AdministrationNorthern University BangladeshSubject:
Proposal of Project work.
 Dear Sir,With due respect, I beg to state that I am a regular student of NUB of BBAprogram. I am ordered to complete a project work as partial requirement of BBAprogram. I would like to do a project work under your kind supervision. Theproposed title of the Project is
Customer satisfaction of four commercial Banks
in Bangladesh”.
 
I shall be highly delighted if you please allow me to do the proposed project workand thereby.Sincerely YoursMd. Mizanur RahamanBBA- 090103018
 
ProjectOn
Customer’s satisfaction towards the services of commercial Banks in
Bangladesh.A study on selected Banks
1.
 
Mercantile2.
 
BRAC3.
 
DBBL4.
 
Islami Bank
 
 
Project Proposal
“Customer satisfaction of four commercial
 
Private Banks in Bangladesh”
 
Introduction
Modern management science’s philosophy considers customer satisfaction as a
baseline standard of performance and a possible standard of excellence for anybusiness organization (Garson, 1993). Moreover, customer satisfactionmeasurement provides a sense of achievement and accomplishment for allemployees involved in any stage of the customer service process. In this way,satisfaction measurement motivates people to perform and achieve higher levels of productivity (Hill, 1996; Wild, 1977; Wild, 1980). To reinforce customerorientation on a day-to-day basis, a growing number of companies choosecustomer satisfaction as their main performance indicator. It is almost impossible,however, to keep an entire company permanently motivated by a notion as abstractand intangible as customer satisfaction. Therefore, customer satisfaction must be
translated into a number of measurable parameters directly linked to people’s job
-in other words factors that people can understand and influence (Decamps andNayak, 1995). The aim of this paper is to present an original customer satisfactionsurvey conducted in the Greek private bank sector. The methodological approachis based on the principles of multicriteria modeling, while a preferencedisaggregation method is used for data analysis and interpretation. The survey took place in different branches of the Commercial Bank of Greece, in order to illustratebenchmarking capabilities within a business organization.

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