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Letter of Transmittal
To
Prof. Md. ..
..
.
Subject: Submission of Project paper.
Dear Sir,
With due respect and humble submission to state that I am Md. . is submitting my project
paper on A study on customer satisfaction of the Agrani Bank Ltd. for your kind
consideration as a part of requirement in completing my BBA program . This project paper
contains a lot of information about Customer Satisfaction .
I would like to express my heartiest gratitude for your kind cooperation and guidance in making
this project paper informative and time oriented . There may have some unintentional mistakes
and lapses . You are requested to consider those as excuses .
Sincerely Yours ,
Md. ..
.. University
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Acknowledgement
At the inception of preparing this report, I would like to express gratitude to the Almighty Allah
for special blessings in completing it. There is an English proverb Two heads are better than
one. So, no one can obtain a noble objective alone. This project is an accumulation of some
peoples endeavor. For this, I am indebted to a number of people who helped me to prepare this
and for their kind advices, suggestions, directions, and cooperation and proper guidelines for
this.
Firstly, I would like to thanks to the Internal Internship Supervisor, Lecturer .,
Depertment of Business Administration, .. who has guided me from the very beginning of
my internship program and other teachers of the Department for providing me the opportunity to
undergo the internship program.
Finally, sincere thanks again to my internal supervisor Md.. , Lecturer , Depertment of
Business Administration, Dhaka for his appropriate suggestions, moral support and invaluable
co-operation from time to time in completing my project paper during the internship period.
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Executive summary
Now the banks constitute the core of the countrys organized financial system in Bangladesh.
Banks are now-a-days the most trusted financial organizations to the people all over the world
and they satisfied their customer by offering Different banking services. Ensuring the maximum
level of customer satisfaction is an aim for each financial institution. As a result the customer
expectations about the service quality of Agrani Bank always remain medium. I got the
opportunity of getting important information from the employees of this bank that help me to
prepare this project paper.
Agrani Bank Limited, a leading commercial bank with 867 outlets strategically located in almost
all the commercial areas throughout Bangladesh, overseas Exchange Houses and hundreds of
overseas Correspondents, came into being as a Public Limited Company on May 17, 2007 with a
view to take over the business, assets, liabilities, rights and obligations of the Agrani Bank which
emerged as a nationalized commercial bank in 1972 immediately after the emergence of
Bangladesh as an independent state.
The objective of the report is to assess the level of importance, the customer of Agrani Bank put
across various service attributes and also to determine how well Agrani Bank is satisfying the
customer of those service grounds and different service quality dimensions. The survey is
conducted on 100 respondents (sample) those represent the total general customers segment.
Customer had to mark the level of importance that they perceive about a particular service
attributes quality. The survey data is then analyzed with the help of statistical tools like weighted
average mean and simple arithmetic mean.
The survey outcome is not highly satisfactory. Customers are highly dissatisfied with the service
quality of ATMs because of the less number of ATMs. By increasing the numbers of ATMs,
constructing the new branches, employees training, introducing locker service, personalize
caring, implementing charges Agrani Bank can improve its service quality. Agrani Bank should
attract the dissatisfied customer in order to bring them to positive side of the road strong
relationship with the customers can be maintained.
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Table of Content
Chapter
1
Title
Introduction
Page No
Customer Service
8
9
2.1 Satisfaction
10
10
11
12
12
13
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14-15
Industry Profile
18
15-17
19-20
21
21
22
22
23
24
25
26
27
28
29
30
31
32
33-34
34
35
35
36
37
38-39
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40-41
42
43
44
6.1 Reliability
45-48
6.2 Responsiveness
48-51
6.3 Assurance
51-53
54-57
6.5 Tangible
57-61
62-67
68
69
69
69
70
71
71
72-73
74
7.1 Conclusion
75
7.2 Recommendation
76
Reference
77
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Chapter -1
Introduction
Generally by the word Bank we can easily understand that the financial institution deals with
money. But there are different types of banks like; Central Bank, Commercial Banks, Savings
Banks, Investment Banks, Industrial Banks, Cooperative Banks etc. But when we use the term
Bank without any prefix, or qualification it refers to the Commercial Banks. A commercial
bank is a type of financial intermediary and a type of bank. Commercial banking is also known
as business banking. It is a bank that provides checking accounts, savings accounts, and money
market accounts and that accepts time deposits. Traditionally, large commercial banks also
underwrite bonds, and make markets in currency, interest rates, and credit-related securities, but
today large commercial banks usually have an investment bank arm that is involved in the
mentioned activities.
Banking sector is expending its hand in different events everyday. At the same time the banking
process is becoming faster, easier and the banking arena becoming wider. As the demand for the
better service increase day by day, they are coming with different innovative ideas and products.
In order to survive in the competitive field of the banking sector, all banking organization
looking for better service opportunities to provide their fellow clients.
To assess the level of importance, the customer of Agrani Bank put across various
service attributes and also to determine how well Agrani Bank is satisfying the
customers on those service grounds and different service quality dimensions.
To come up with possible ways of improving service quality and efficiency that will
lead to bring more customer satisfaction for Agrani Bank Ltd.
As a student of BBA, it is normally essential to know the customer service and satisfaction of
any bank. In modern world without Customer Satisfaction any organization can not run in any
moments. This report covers:
The scope of this report is limited to the overall description of the company. Its service and their
customers assessment about the service provided by the customer service department.
Exploratory Research
Exploratory research is a type of research conducted for a problem that has not been clearly
defined. Exploratory research helps determine the best research design, data collection method
and selection of subjects. It should draw definitive conclusions only with extreme caution. Given
its fundamental nature, exploratory research often concludes that a perceived problem does not
actually exist.
Exploratory research often relies on secondary research such as reviewing available literature
and/or data, or qualitative approaches such as informal discussions with consumers, employees,
management or competitors, and more formal approaches through in-depth interviews.
1. Primary Data
I have collected primary data by variety of ways, first of all by interviewing employees of Agrani
Bank Ltd. and directly communicating with the customers. I have also conducted a questionnaire
survey of the customers minimizing interruptions in their baking activities. Primary data were
mostly derived from the discussion with the employees & through surveys on customers of the
organization. Primary information is under consideration in the following manner:
2. Secondary data
I have elaborated different types of secondary data in my research. Sources of secondary
information can be defined as follows:
Internal Sources
External Sources
Internet
Newspapers
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Time frame of the research was very limited. The actual survey was done with in a
month.
Large scale research was not possible due to constraints and restriction posed by the
organization.
Part of organizational culture was written from individuals perception and may vary
from person to person.
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Chapter -2
Customer Service
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2.1 Satisfaction
Definition 1: Satisfaction means the contentment one feels when one has fulfilled a desire, need
or expectations.
Definition 2: Customer level of approval when comparing a product perceived performance with
his or her expectation. Also could refer to discharge, extinguishment, or retirement of an
obligation to the acceptance of the obligator, or fulfillment of a claim. While satisfaction is
sometimes equated with performance, it implies compensation substitute where as performance
denotes doing what was actually promised.
Definition 1: Customer satisfaction is equivalent to making sure that product and service
performance meets customer expectations.
Definition 2: Customer satisfaction is the perception of the customer that the outcome of
a business transaction is equal to or greater than his/her expectation.
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The word "satisfied" itself had a number of different meanings for respondents, which
can be split into the broad themes of contentment/happiness, relief, achieving aims, and
achieving aims and happy with outcome and the fact that they did not encounter any
hassle.
In the era of the globalization, management of the companies is more concerned about
Customer Satisfaction, which leads to profitability. Satisfied customers are central to
optimal performance and financial returns. In many places in the world, business
organizations have been elevating the role of the customer to that of a key stakeholder
over the past twenty years. Customers are viewed as a group whose satisfaction with the
enterprise must be incorporated in strategic planning efforts. Forward-looking companies
are finding value in directly measuring and tracking customer satisfaction (CS) as an
important strategic success indicator. Evidence is mounting that placing a high priority on
CS is critical to improved organizational performance in a global marketplace.
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Expressed
Implied
Expressed: Customer Expectations are those requirements that are written down n the contract
and agreed upon by both parties for example, product specifications and delivery requirements.
Suppliers performance against these requirements is most of the items directly measurable.
Implied: Customer Expectations are not written or spoken but are the ones the customer would
expect the supplier to meet nevertheless.
For example, a customer would expect the service representative who calls on him to be
knowledgeable and competent to solve a problem on the spot.
There are many reasons why customer expectations are likely to change overtime. Process
improvements, advent of new technology, changes in customers priorities, improved quality of
service provided by competitors are just a few examples.
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Level of congruence between what was sold and what was delivered.
Product Experience
Product Servicing
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Relationship experience
Collection Experience
The two separate terms satisfaction and quality are difficult to define in general, and press
writers tend to use those terms interchangeably. However, the more precise meanings and
measurement of the two concepts were developed after a considerable debate. Although these
two consensuses share something in common, the fundamental causes and outcomes differ from
one another. While satisfaction is a wide and broad concept in general, service quality has
specific attributes of the service itself. As shown below in Figure 1, service quality is a reflection
of the customers perception of reliability, assurance, responsiveness, empathy and tangibles.
Whereas customer satisfaction is more inclusive and perceived according to service quality,
product quality, price, situational factors and personal factors. (Zeithaml, Bitner & Gremler,
2009, 103.)
Reliability
Responsiveness
Service
Quality
Situational
Factors
Assurance
Empathy
Tangibles
Product
Quality
Customer
Satisfaction
Personal
Factors
Price
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Customer
Loyalty
The SERVQUAL model is a widely accepted model of determining and expressing the customer
satisfaction. It was first published in 1988 and has undergone improvements and revisions since
than. As it is east to understand and to identify the customer satisfaction level this model is
selected to use in the report. There are five major those entirely represent the service quality.
These are explained below:
Tangibles: Representing the Service Physically
Tangibles are defined as the appearance of physical facilities, equipment, personnel and
communications materials. Customers, particularly new customers, use these physical
representations or images to assess quality. Service companies can make good use of tangible
factors to improve their image, provide continuity, and indicate quality to customers, or even
combine them with another element to create a service quality strategy. (Zeithaml, Bitner &
Gremler 2009, 115)
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Assurance is the knowledge and courtesy of employees and their ability to convey trust and confidence.
For high-risk service such as banking, insurance, medical, brokerage, and legal services, this aspect tends
to be particularly significant. Companies need to gain trust and confidence in order to create trusting
relationships with their customers. (Zeithaml, Bitner & Gremler 2009, 114.)
This attribute demands customization service process. Aspects like individual attention, understanding
customers needs and interests were categorized in this section.
All of those elements are equally important in order to obtain one hundred percent of quality and have
different influence on the final service quality. Customers use those five dimensions to organize
information about service quality in their minds. Depending on a situation, sometimes all the dimensions
are used, and at other times not. Although this model is found relevant for a variety of service business
and therefore widely used, some researchers suggest that cross-cultural aspect is missing on those
dimensions. Individuals from different backgrounds seek different experiences from the same set of
service and also perceive actual experiences differently. This has to be taken into account when applying
these dimensions. (Zeithaml, Bitner & Gremler 2009, 112.)
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Chapter -3
Industry Profile
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Authorized Capital
Paid-up Capital
(Lac Tk.)
(Lac Tk.)
Sonali Bank
500
200
Agrani Bank
500
100
Janata Bank
500
100
Rupali Bank
500
100
Pubali Bank
500
100
Uttara Bank
500
100
New Bank
After the liberation of Bangladesh the twelve Banking companies who were doing business in
Bangladesh, were nationalized by the Government of the People's Republic of Bangladesh under
president's order No.26 of 1972 entitled The Bangladesh Bank (Nationalizations) Order,
1972 on March 26, 1972.
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With years, banks are also adding services to their customers. The Bangladesh banking industry
is passing through a phase of customers market. The customers have more choices in choosing
their banks. A competition has been established within the banks operating in Bangladesh. With
stiff competition and advancement of technology, the services provided by banks have become
more easy and convenient. The pastdays are witness to an hour wait before withdrawing cash
from accounts or a cheque from north of the country being cleared in one month in the south.
This section of banking deals with the latest discovery in the banking instruments along with the
polished version of their old systems.
Bank Savings Account - Bank Savings Account can be opened for eligible person /
persons and certain organizations / agencies (as advised by Bangladesh Bank from time
to time)
Bank Term Deposits Account - Bank Term Deposits Account can be opened by
individuals / partnership firms / Private and Public Limited Companies / Specified
Associates / Societies / Trusts, etc.
Bank Account Online - With the advancement of technology, the major banks in the
public and private sector has facilitated their customer to open bank account online. Bank
account online is registered through a PC with an internet connection. The advent of bank
account online has saved both the cost of operation for banks as well as the time taken in
opening an account.
Former ANZ Grindlays Bank, now Standard Chartered Grindlays Bank, took a pioneering role in
introducing credit card in Bangladesh. It started acquiring Visa and Mastercard nearly 10 years
back. In the first few years, its operational area was very limited and concentrated only on the
large hotels and restaurants. In 1997 the bank decided to launch full-scale card operation and
very realistically brought a wide range of people under its service system. It is now giving a wide
range of card services through multifarious quality facilities.
Credit cards are financial instruments, which can be used more than once to borrow money or
buy products and services on credit. Basically banks, retail stores and other businesses issue
these.
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Chapter -4
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Agrani Bank has already established a worldwide network and relationship in international
Banking through its overseas branches and foreign correspondents. The Bank has earned an
excellent business reputation in handling and funding international trade particularly in boosting
export & import of the country. The Bank finances exports within the framework of the export
policy of the country.
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chairman
Managing director
Company secretary
Legal status
Date of incorporation
17 may 2007
Registered office
9d
Authorized capital
1000.bangladesh.
Tk. 800 crore
Paid up capital
Number of employees
11443
Number of branch
867
Number of subsidiary
02
website
www.Agranibank.org
Agrani@ Agranibank.org
dilkusha
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commercial
area,
Dhaka-
Company Mission:
To become a leading bank of Bangladesh.
Operating at international level of efficiency, quality and customer service.
Company Vision:
We operate ethically and fairly within the stringent framework set by our regulators. We fuse
ideas and lessons from best practice to explore new avenues to become stronger, more efficient
and competitive. We apply information and communication technology for the benefit of our
customer and employees. We invest to strengthen the future of the bank.
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Chairman
General Manager
(Operation)
(Loan Recovery)
(Chittagong Circle)
(Principal Branch)
Senior Principal Officer
Principal Officer
(Chittagong Circle)
Senior Officer
(Chittagong Circle)
Officers/Officers Cash
(Chittagong Circle)
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Previously, most money transfers were processed manually across Agrani Banks
remittance centres due to which it would take up to four days for beneficiaries to receive
funds. Agrani Bank wanted to offer their customers popular same day services such as
spot cash within minutes.
Some Agrani Bank branches could expect up to 2,000 customers on certain days, making
it very difficult for their staff to serve them. Agrani Bank wanted to empower their staff
to help customers as effectively as possible.
Agrani Bank wanted to have a sophisticated money transfer management system that
could be easily used by their staff. They wanted the system to be user-friendly so staff
could rapidly learn how to use it, which in turn could save them time and cost.
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particular
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Long
Short
term
AAA
term
ST-1
ST-2
Stable
06/09/2010
Chapter -5
Bank Service Provided by Agrani Bank
Agrani Bank Limited, being a state owned Bank, has both commercial commitment to its clients
and societal commitment to the nation. Besides catering service to its clients at nominal
fees/charges the Bank has to provide a plethora of services, free of charges, in respect of
transferring money to different benevolent organizations and groups of professionals in far flung
areas through its branches in urban and rural areas all over Bangladesh.
Here below are a few of such services Agrani Bank Limited provides:
1. Collection of Utility bills :
Grameen Phone bills of Grameen Phone Ltd. with service charge & other charges
Gas bill of Titas Gas, T& D Co. ltd without service charges
Nature of Charges
Rent
Rate of Charges
a) Yearly TK.900/= for small
size locker
b) Yearly TK.1200/= for
medium size locker
c) Yearly TK.1800/= for big
size locker
"Evening Banking", a unique service of Agrani Bank Limited, only for receiving Cash and
Documents beyond transaction hours till 6 o'clock in the evening, is available in about 207
important Branches of Agrani Bank Limited. The service is attractive for those, like shopkeepers,
who accumulate cash as sales proceeds in the afternoon when counters of Bank branches usually
remain closed.
Agro-based industries
Gift item
Textile industry
Frozen food
leather goods
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Electronics
Jute goods
With assistance from about 400 overseas correspondents, Agrani Bank Limited, through 40
Authorized Dealer Branches, has been financing full range import business of a lot of Importers
who are Bank's clients.
Wheat
Milk Food
Fruits
Cotton Yarn
Cement
Rice
Suger
Edible Oil
Oil Seeds
Spices
Raw Cotton
Textile Fabrics
Chemicals
Pharmaceuticals R.M
Parts
Motor Vehicle
Electronic Component
Fertilizer
Scrap Vessels
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Financing industries of 100% foreign investment or of Joint Venture at Export Processing Zones
Obtaining EEF (Equity & Entrepreneurship Fund) from Government through Bangladesh Bank
for building up Entrepreneurs' Equity.
Providing services to the exporters by the Bank's own logistical supports like SWIFT, Reuters
Service, Internet, and Fax etc.
Fashion item
Leather goods
Stationery goods
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Orchid
Gift item
Investor's discretion portfolio management scheme for high net worth investors.
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Service Charge
Financial/Portfolio
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You can withdraw and transfer both interest and principal in foreign currency
You will enjoy many privileges Government has declared for expatriate Bangladeshis
who send their money through banking channels
Instant payment
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Upon enrolment, the customer receives a Prepaid card from the banks which is working with
Remittance program (Like; Probashi). The customer can either give standing instructions for
transferring a fixed amount to his beneficiarys card every pay cycle or use the card to transfer
remittances to his beneficiary as and when he wants. The transactions made are detailed on
monthly electronic or printed account statements.
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Business Benefits
With the RemitONE MTMS, Agrani Bank now offer a set of advanced, enhanced, rapid and
secure services to their customers, including:
1. Enhanced customer experience due to the following impressive same day services:
Spot Cash remittance for both account holders and non-account holders
2. Improved remittance delivery options for remitters to choose from and to make it
easier for beneficiaries to collect their funds
3. Significantly reduced processing costs due to automation of all remittance-related tasks
4. Improved business process management due to business-critical information being
instantly available to the right staff member at the right branch
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Chapter -6
Customers Importance
&
Level of Satisfaction
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6.1 Reliability:
Aspects relating to reliability dimension of service quality were asked in 3 different questions.
These questions are as follows:
2%
20%
60%
18%
0%
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Chart-1:
Provides
services
within the
time
promised.
Q2:
Chart-2:
Satisfaction Score
0%
15%
40%
45%
0%
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Satisfaction Score
5%
25%
40%
30%
0%
6.2 Responsiveness:
Three attributes were grouped in this dimension and the respondents were asked to express their
opinion. Results are various aspects are shown below:
2%
40%
30%
28%
0%
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10%
40%
25%
20%
0%
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Satisfaction Score
5
4
3
2
1
6.3 Assurance:
Aspects relating to assurance dimension of service quality where asked three different questions.
The results are as follows:
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0%
32%
40%
25%
3%
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25%
45%
30%
0%
0%
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0%
20%
42%
30%
8%
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0%
25%
55%
20%
0%
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0%
32%
48%
15%
5%
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6.5 Tangibles
4 questions relating to the tangible dimension were asked to the respondents. These questions
covered various tangible aspects of the services provided by Agrani Bank. The results are shown
below:
Q4: Agrani Bank has modern equipment and technology that better satisfy your needs
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45% customers are indifferent, 22% customers are disagreeing with this statement and 8%
customers are highly disagreeing with this statement.
0%
25%
45%
22%
8%
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with this statement. Most of the respondents positive with this statement. The results are as
follows:
0%
44%
30%
26%
0%
This attribute was also found to be another one of the most important ones. In this attribute
satisfaction percentage is much higher. 10% customers are highly satisfied, 55% customers are
satisfied, 15% customers are indifferent with this statement, 8% customers are disagreeing with
this statement and 2% customers are highly disagreeing with this statement.
10%
55%
15%
8%
2%
Q4: Agrani Bank has modern equipment and technology that better satisfy your needs
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This attribute was also found to be another one of the most important ones. In this attribute
dissatisfaction percentage is much higher. 25% customers are indifferent, 35% customers are
disagreeing with this statement and 40% customers are highly disagreeing with this statement.
Table 15: Agrani Bank has modern equipment and technology that better satisfy your needs
Satisfaction Score
0%
0%
25%
35%
40%
Chart-15: Agrani Bank has modern equipment and technology that better satisfy your needs
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Satisfaction Score
0%
28%
52%
20%
0%
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Table 17: Quality of service is high that are provided by the personnel
Satisfaction Score
0%
15%
25%
35%
25%
Satisfaction Score
0%
15%
25%
35%
25%
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Satisfaction Score
25%
45%
20%
10%
0%
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Satisfaction Score
15%
42%
28%
20%
0%
Chart- 20: Agrani Bank gives average bank service and facilities
Though the ATM machines are latest in technology but every the customers are coming
up with complaints regarding the ATM booths are not available in different area.
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Quality of service is the most important part of the Agrani Bank. But they do not give
quality full service. So it is very necessary to improve their service quality.
Agrani Bank does not use modern equipment and technology that better satisfy customers
needs
The customers have to pay charge to get second copy of bank statement. If it is for last
six months then the bank provides it instantly, but they seek for more than six months,
statements are delivered on after two or three days.
Most of the customers feel safe in transactions with Agrani Bank. So that it is one of the
most vital or strong part for Agrani Bank.
If banks are to improve their satisfaction loyalty ratings and differentiate themselves from the
competition, they need to understand what really drives satisfaction and loyalty. they also need to
know which areas have the greatest room for improvement. There is little point in intervening
resources on areas that are important but are performing well, or in areas that there is much room
for improvement but they are not important in driving satisfaction and loyalty. Thus Agrani Bank
managers need to know what levers to push to increase these measures of success.
One useful tool is to search for the most important attributes that allow analyzing those areas that
are important and have much room for improvements. In the following section the most
important attributes will be discussed.
Speed of Service
Locations of ATMs
These attributes were considered as the drivers of satisfaction for the customers. Satisfaction
across these attributes influenced the overall satisfaction towards the bank services. Some other
attributes, which were important to customers but not considered as drivers of satisfaction are
listed below:
Individual attention
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The rest of the attributes administered during the survey where found to moderately important or
less important or indifferent for the customers and were not considered by them while deciding
on satisfaction scores.
Thus the above attributes were only very few compared to the list of highly important attributes.
Again the customer also ranked some of the highly important factors as highly dissatisfactory.
These attributes thus damaged the overall satisfaction scores drastically. Some such attributes are
as follows:
Speed of Service
Locations of ATMs
Most of the other drivers of satisfaction that were very important to customers showed average
satisfaction scores. This depicts that most of the customers are not very satisfied with the
attributes and are the some what indifferent with the attributes. This bought down the overall
satisfaction scores to the neutral or average points.
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So these were the attributes that resemble strength of service provided by Agrani Bank services,
which were ranked as satisfactory by the respondents.
willingness to help
Rates on savings
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Weakness:
Some weaknesses of the bank were pointed out in the survey, which had low satisfaction scores
and were somewhat less important to customers. But in order to improve overall satisfaction
these attributes should be considered.
Willingness to help
Opportunities:
Opportunities are the ones that hold bright prospects for Agrani Bank Ltd. identifying that where
it should build its strength. These opportunities are:
Savings service
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Threats:
Threats are ones that represent danger for the bank in its future growth and are responsible for
the downgrading of customer satisfaction. Some of the threats are:
Technology of bank
neatness of employees
Friendliness of employees
Chapter -7
Conclusion Page
& Recommendation
81 of 85
7.1 Conclusion
This research has provided some interesting insight in to what kind of service the customers give
importance to and what quality service they get from Agrani Bank Ltd. It is quite obvious from
the research that the customer requirements are not fully met and they are very dissatisfied with
some of the aspects of the bank. Again the research revealed that only one third of customers
were more or less satisfied with the service of the bank and more than half of the respondents
were on the neutral side of satisfaction line.
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Finally, I would say that this research report at Agrani Bank has increased my practical
knowledge of Business Administration and made by BBA education more complete and applied.
In this report, I got the opportunity to apply various tools and concepts I learn in my BBA
courses.
Customers are the vital for every business. It is not possible to make a profitable business
without concerning the customers benefit. Agrani Bank is a great domestic bank. To achieve the
desired position in the market, timely improvement in service is essential
7.2 Recommendation
Agrani Bank is one of the most flourishing Bank of Bangladesh with wide growth opportunities
in the industry. The survey on the customers of Agrani Bank was conducted with an aim of
improving the overall customer satisfaction at Agrani Bank Ltd. The research gave valuable
insights as to where improvements were necessary to improve the quality of service. Agrani
Bank has strong organizational strength can successfully utilize the opportunities and overcome
its weakness. These are given below:
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These are all about the recommendation provided based on survey and my personal experiences
of internship in Agrani Bank. By following these recommendations Agrani Bank would be able
to build up a strong platform of satisfied customers.
References
1. http://www.agranibank.org.bd
2. Anuja, Punjab National Bank http://www.scribd.com/doc/21520508/customer satisfaction
3. http://en.wikipedia.org/wiki/agranibank.bd
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4. http://www.experiencefestival.com/customer_service
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