Analyzing Customer Satisfaction of Service Quality in General Banking Practices-

A Study on Meghna Bank Limited, Madambibir Hat Branch, Chittagong.

[This internship report is submitted for this partial fulfillment of the degree Bachelor of
Business Administration with a major in Marketing]

Prepared By
Name: Mohammed Mayen Uddin
Metric No: B-143413
Program: Bachelor of Business Administration (BBA)
Semester: Autumn 2017
Major: Marketing

Internship Duration: 27th March - 30th June 2018

Date of Submission: 12th August 2018

Department of Business Administration

Faculty of Business Studies
International Islamic University Chittagong
 Acknowledgement

I wish express my gratitude for profound kindness of Almighty Allah. From the first
inception to the final completion of this report, the success of this study rests not on me
alone but also on the contributions of many persons who have inspired, influenced and
guided my work.

I would like to express my hard felt gratitude to our honorable Professor & Dean Dr.
Mahbubur Rahman Faculty of Business Studies and I would also like to thanks our
convener Mohammad Jonaed Kabir Associate Professor and convener for giving us a
important guidelines to prepare the report.

I would like to convey my deep gratitude to my honorable Supervisor Mohammad

Juaned Kabir Associate Professor and convener for giving me the opportunity to present
my Internship Report on “Assessment of Customer Expectation and Perception of
Service Quality of Meghna Bank Limited”. Without his continuous support and courage,
it would have been quite impossible for me to carry out the preparations and proceedings
of this report.

I would like to thank the authority of the Meghna Bank Limited, Madambibir Hat Branch
for allowing me to complete my internship period in this bank.

I am very much indebted to S.M Fazal Uddin, (Senior Principal Officer & Branch
Manager) of Meghna Bank Limited, Madambibir Hat Branch, Chittagong to give me
permission to do internship. I also want to render my special thanks to Mohammad
Saifuddin Mahmud (Deputy Manager), Md. Mejbah Ahmed Hazari (Officer, Credit)
and Sayed Md. Shahadat Hossain (Assistant Officer) Madambibir Hat Branch,
Chittagong for their valuable guidance, support, co-operation, encouragement and advice
throughout the internship program.

I want to announce here with immense pleasure to thank all of the employees of Meghna
Bank Limited, Madambibir Hat Branch who have been very helpful and cooperative to
me. After all, I would like to thanks my family members who supported me from the
beginning to end to make the report.
 Executive Summary

A fourth generation Bank, Meghna Bank Limited commenced its operation from May 09,
2013 with a vision of “To be recognized as an essential institution for the unbanked
through zealous participation in financial inclusion process.” Meghna Bank’s Pay-Off
line “Together We Sail” exemplifies our commitment to contribute towards building up
an enlightened and prosperous nation.

The main objective of the study is to “Assessment of Customer Expectation and

Perception of Service Quality of Meghna Bank Limited” Madambibir Hat Branch,
Chittagong. First chapter belongs the main objectives along with four supportive
objectives these are to give an overview of the company profile of Meghna Bank Limited
to know the general banking practice of Meghna Bank Limited to analysis customer
expectation regarding service quality of Meghna Bank Limited, to assess the customer
perception on service quality of Meghna Bank Limited, to identify the problems and
recommend some suggestions to rise service quality of Meghna Bank Limited. In the first
chapter it is also discussed about primary and secondary data about their source, scope to
the study, and finally limitation associated with the study.

The second chapter contained brief overview of the MGBL.

The third chapter I just described the general banking of the MGBL.

In fourth chapter I measure the evaluating and findings Customer Satisfaction & Service
Quality of MGBL through preparing a questionnaire. The questionnaire contained
regarding their satisfaction level. I calculate their satisfaction in percentage. I also used
that SERVQUAL mode.

In the final chapter, I drawn all of my findings which derived from the measure of
Customer Satisfaction, I put some recommendation finally the report ended with
concluding remarks.
 Table of Content
Chapter Chapter Title Page
Number Number
Chapter-1 Introduction Pages
1.1 Prelude 2
1.2 Origin of the Report 2
1.3 Objectives of the Study 3
1.4 Methodology of the Study 3
1.4.1 Collection Data 3
1.4.2 Data Analysis 4
1.5 Scope of the Study 4
1.6 Limitation of the Study 5

Chapter-2 Profile of Meghna Bank Limited

2.1 About Meghna Bank 7
2.2 Objective 7
2.3 Commitment 7
2.4 Values of Meghna Bank Limited 7
2.5 Company Milestone 8
2.6 Corporate Profile of MGBL 8
2.7 Organization Hierarchy of MGBL 10
2.8 Board of Directors of MGBL 12
2.9 Products & Services of MGBL 13

Chapter-3 General Banking Activities of MGBL

3.1 Account Opening Section 23
3.2 Remittance Sections 29
3.3 Online Branch Banking Section 36
3.4 Clearing Section 37
3.5 Accounts Department 40
3.6 Cash Section 41

Chapter-4 Analysis of Customer Satisfaction

4.1 Evaluating Service Quality 45
4.1.1 Service 45
4.1.2 Service Quality 45
4.1.3 Tangibles 46
4.1.4 Reliability 46
4.1.5 Responsiveness 46
4.1.6 Assurance 46
4.2 Keywords 47
4.3 Demography of the Respondent 47
4.3.1 Respondent Profile 47
4.3.2 Occupation of the Respondent 48
4.3.3 Accounts Duration/Year 49
4.3.4 Different types of Accounts 50
4.4 Tangibility 51
4.5 Reliability 53
4.6 Assurance 56
4.7 Responsiveness 58
4.8 Empathy 61
4.9 Comparisons for various dimensions on the basis of gap 64

Chapter-5 Findings Recommendation

5.1 Findings 66
5.2 Recommendations 67
5.3 Conclusion 68
Bibliography
Appendix

Letter of Submission
12th August 2018

To
The Convener
BBA Internship & Dissertation Committee
Department of Business Administration
International Islamic University Chittagong.

Subject: Submission of Internship Report.

Dear Sir/Madam

It is my great pleasure to submit this report on “Analyzing Customer Satisfaction of

Service Quality in General Banking Practices of Meghna Bank Ltd” as a part of my
BBA curriculum. To prepare this report, I have gathered what I believe to be the most
complete information available. The experience will remain as a valuable of immense
useful in my life.

I have worked hard preparing this report and sincerely tried to the paper a comprehensive
one within the given time span. I will be always available for answering any query
regarding this paper. I believe that the preparation to prepare my report will help me to
work a banking sector.

Sincerely yours,

.............................

Md. Mayen Uddin

ID NO- B143413
Major in Marketing
International Islamic University Chittagong.

Analyzing Customer Satisfaction of Service Quality in General Banking Practices-

A Study on Meghna Bank Limited, Madambibir Hat Branch, Chittagong.
[This internship report is submitted for this partial fulfillment of the degree Bachelor of
Business Administration with a major in Marketing]

Prepared By
Name: Mohammed Mayen Uddin
Metric No: B-143413
Program: Bachelor of Business Administration (BBA)
Semester: Autumn 2017
Major: Marketing

Supervised By
Mohammad Jonaed Kabir
Associate Professor
Department of Business Administration

Internship Duration: 27th March - 30th June 2018

Date of Submission: 12th August 2018

........................................
Signature of Supervisor

Department of Business Administration

Faculty of Business Studies
International Islamic University Chittagong

Executive Summary
Meghna Bank is one of the recognized bank in Bangladesh. It has various products and services
such as Savings Deposit, Meghna Scheme, Current Deposit, Meghna Loan, Meghna Student file
etc. All the branches of these bank given the clients all kind of services with their skilled
management team. In my research I mainly focus on “Customer Satisfaction of Service Quality”
in General Banking Practices of Meghna Bank Limited, Madambibir Hat branch in Chittagong.

The report focuses three months working experience of Meghna Bank Ltd. at Madam Bibir Hat
branch in Chittagong. In that time I have tried to find out the customer satisfaction of service
quality in General Banking practices with this braches how much relationship between customer
with this branch.
I have discussed about background of the study, as like:- Prelude, Objectives, Methodology of
the study scope of the study and limitation of the study.
I have discussed about Meghna Bank Ltd, as like:- Objectives, commitment, values of Meghna
bank Ltd company milestones, corporate, profile of Meghna Bank Ltd organization hierarchy of
MGBL, board of directors of MGBL and products of MGBL.

I have discussed about General Banking activities of MGBL as like:- account opening section,
online branch banking section, clearing section, account department cash section. I have
discussed about customers satisfaction of Meghna Bank Ltd. In this chapter I have measured on
customer satisfaction and service quality of MGBL by analyzing the customers through
preparing questionnaire. The questionnaire contained regarding the customer satisfaction.

I also calculated the customer satisfaction in percentage and used SERVQUAL mode, customer
satisfaction on service quality on Tangibility, Reliability, Assurance, Responsiveness, Empathy.

I drawn all of my findings which derived from the measure of customer satisfaction. I put some
recommendation finally the reported ended with concluding remarks.

Meghna Bank Ltd has provided its Banking service with a top leadership and management
position. After doing this intern report I have found that most of the customers of MGBL have
positive satisfaction towards its service quality towards its service quality. Thus, it is expected
that the service quality of MGBL will be increased day by day and it will achieve more
popularity among the people in future.