Welcome To My

Internship
Report Presentation
 My Topic Is-
Analyzing Customer Satisfaction of Service Quality in General Banking Practices.

  
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
 
 
Department of Business Administration
Faculty of Business Studies
International Islamic University Chittagong
 Objectives of the Study:
The main objective of this study is to Measuring customers satisfaction about service
quality of MGBL particularly Madambibir Hat Branch. In the light of main objective
the specific objective are as follows.

To study about the different general banking sections and various products of
MGBL.
To provide and overview about Meghna Bank Limited.
To analyze the customer expectation and satisfaction regarding service quality of
General
Banking of MGBL.
To identify the Gaps (in any) & propose some recommendations to overcome
these problems.
 Methodology of the Study:
Collection of Data:
Collection of Primary Data:
•Practical banking work.
•Personal discussions with the officers and executives of MGBL.
•Personal interview with the customers.

Collection of Secondary Data :

Internal Sources:
•Annual Reports of Meghna Bank Limited.
•Other published documents of the bank.
•Bank Prospectus.
•Meghna Bank Website.
•Daily dairy (containing my activities of practical orientations in MGBL).

External Sources:
•Bangladesh Bank Guidelines.
•Different books and periodicals related to the banking sector.
•Web browsing.

Data Analysis:
I have used ratio analysis, statistical analysis, graph table in order to analysis the data and make the internship
report.
 Analysis Of Customer Satisfaction
Customer Satisfaction Factors are given below
1. Tangibility:-
Consumer Satisfaction on Tangibility
Strongl
y Disagre Agre Strongly
Fair
Question Disagre e e Agree Total Avg.
(03)
e (02) (04) (05)
(01)
MGBL has modern 0 5 20 15 10 50
equipment 3.60
Point of Answer 0 10 60 60 50 180
MGBL materials 0 10 15 15 10 50
visually appealing 3.50
Point of answer 0 20 45 60 50 175
Employees are well 0 5 20 10 15 50
Dressed 3.70
Point of answer 0 10 60 40 75 185
Adequate seating 5 10 15 10 10 50
arrangement provided 3.20
Point of answer 5 20 45 40 20 160

4
3.5
3
2.5
2
1.5
1
0.5
0
Equipment Materials Wess Dress Seating
2. Reliability:-
Consumer Satisfaction on Reliability:

Strongly
Disagree Fair Agree Strongly
Question Disagree Total Avg.
(02) (03) (04) Agree (05)
(01)
Employee show sincere 0 5 15 20 10 50
interest in solving
3.70
problems
Point of Answer 0 10 45 80 20 185
Employee performed task 5 5 20 15 5 50
within the time framework
3.20
Point of answer 5 10 60 60 25 160
MGBL has good 0 0 15 20 15 50
reputation. 4.00
Point of answer 0 0 45 80 75 200
MGBL is progressing well 0 0 20 20 10 50
3.80
Point of answer 0 0 60 80 50 190

4.5

3.5

2.5

1.5

0.5

0
Solving Problems Employee Performed Good Reputation Progressing
3. Assurance:-
Consumer Satisfactions on Assurance.

Strongly
Disagree Fair Agree Strongly
Question Disagree Total Avg.
(02) (03) (04) Agree (05)
(01)

MGBL provide high 0 5 10 20 15 50

security deposits 3.90
Point of Answer 0 10 30 80 75 195
MGBL provide high 0 7 10 18 15 50
security to customer
information 3.82

Point of answer 0 14 30 72 75 191

Employees constantly care 0 10 20 10 10 50
for customer with courtesy
3.40

Point of answer 0 20 60 10 50 170

MGBL maintains fire 0 0 20 55 15 50
system 3.90
Point of answer 0 0 60 60 75 195

4
3
2
1
0
sit on sy m
epo ati urte yste
D rm Co eS
r ity In
fo er Fir
cu er to
m
Se m s
usto Cu
C
4. Responsiveness:- Consumer Satisfactions on Responsiveness.

Strongly
Disagree Fair Agree Strongly
Question Disagree Total Avg.
(02) (03) (04) Agree (05)
(01)
Employees tell the time 0 5 15 15 15 50
required to performed the
service 3.80

Point of Answer 0 10 45 60 75 190

Employees provide 5 5 10 20 15 50
timely service to
customer 4.00

Point of answer 5 10 30 80 75 200

Employees show 0 5 10 25 10 50
willingness to help
customer 3.80

Point of answer 0 10 30 100 50 190

Employees answer 0 0 22 15 10 50
customers enquiry 3.70
Point of answer 0 0 75 60 50 185
MGBL is prompt in 0 0 15 20 15 50
resolving customer
grievances 4.00

Point of answer 0 0 45 80 75 200

4
3
2
1
0
re
d ice er ir y ce
s
ui rv ts o
m qu an
eq Se En iev
eR le y Cu er Gr
lp
Tim Tim He sto
m
m
er
Cu ts o
Cu
5. Empathy:- Customer Satisfactions on Empathy.
Strongly
Disagree Fair Agree Strongly
Question Disagree Total Avg.
(02) (03) (04) Agree (05)
(01)
MGBL attends to specific 0 5 20 15 10 50
problems of customers 3.60
Point of Answer 0 10 60 60 50 180
MGBL takes care to 0 5 25 10 10 50
prevent service failure 3.50
Point of answer 0 10 75 40 50 175
MGBL provides 0 0 20 20 10 50
individual attention to the
customers 3.80

Point of answer 0 0 60 80 50 190

MGBL arranges 0 5 20 15 10 50
convenient for customers 3.40
Point of answer 0 10 60 60 50 170
MGBL understand the 0 0 20 15 15
specific need of customers 3.90
Point of answer 0 0 60 60 75 195
4.5
4
3.5
3
2.5
2
1.5
1
0.5
0
Gap Score between Expectations and all the factors of customer satisfactions are given below.

Tangibility Expectation Satisfaction Gap Score Average for

(E) (P) (E-P) Dimension
MGBL has modern equipment 5.00 3.60 1.40
MGBL materials visually appealing 5.00 3.50 1.50
1.50
Employees are well dressed 5.00 3.70 1.30
Adequate seating arrangement provided 5.00 3.20 1.80

Reliability Expectation Satisfaction Gap Score Average for

(E) (P) (E-P) Dimension

Employee show sincere interest in solving problems 5.00 3.70 1.30

Employee performed task within the time framework 5.00 3.20 1.80
1.34
MGBL has good reputation. 5.00 4.00 1.00
MGBL is progressing well 5.00 3.80 1.20
 Assurance Expectation Satisfaction Gap Score Average for
(E) (P) (E-P) Dimension
MGBL provide high security deposits 5.00 3.90 1.10
MGBL provide high security to customer information 5.00 3.90 1.10
1.23
Employees constantly care for customer with courtesy 5.00 3.40 1.60
MGBL maintains fire system 5.00 3.90 1.10

Responsiveness Expectation Satisfaction Gap Score Average for

(E) (P) (E-P) Dimension
Employees tell the time required to performed the 5.00 3.80 1.20
service
Employees provide timely service to customer 5.00 4.00 1.00 1.16
Employees show willingness to help customer 5.00 3.80 1.20
Employees answer customers enquiry 5.00 3.70 1.30

Empathy Expectation Satisfaction Gap Score Average for

(E) (P) (E-P) Dimension
MGBL attends to specific problems of customers 5.00 3.60 1.40

MGBL takes care to prevent service failure 5.00 3.50 1.50

MGBL provides individual attention to the customers 5.00 3.70 1.30 1.38
MGBL arranges convenient for customers 5.00 3.40 1.60

MGBL understand the specific need of customers 5.00 3.90 1.10

 Findings of The Study:
•Among the tangibility, dimension there is large service quality gap existing regarding modern equipment
(1.40) followed by seating arrangement (1.80), Materials visually appealing (1.50) and well dressed
(1.30).
•After analyzing reliability, dimensions we get that there is service quality gap existing regarding
employee doesn’t perform task (1.80), employee are not sincere about customer solving matters ( 1.30)
•In assurance dimension, there is a significant service quality gap of employee constantly care to customer
with courtesy (1.60) followed by security to deposit (1.10)
•Among the responsiveness, there is little bit service gap are employee doesn’t answer customer enquiry
(1.30)
•In empathy dimension MGBL, should to do some work because here is service gap existing regarding
attend to specific problems of customers (1.40) followed by MGBL take care to prevent service
failure(1.50)
•MGBL Madambibir Hat branch is in perfect location where the majority customers are satisfied about the
branch location.
•The internal environment is very good which can influence customers to choose the organization.
•MGBL is providing better interest rate for deposit clients. It is financing highest loan which influence
clients to make a relationship in Bangladesh Bank.
 Recommendations :

The important recommendations of the study are as follow:

•Company should take initiative to use modern equipment at the time of providing service to
their customer.
•Company should arrange comfortable and spacious seating facilities.
•Employees should take more responsibility for providing customer service.
•Employees should maintain courtesy.
•Company should take more initiative to high security with modern equipment.
•Company should maintain their fire system with modern equipments.
•Company should take some training program which helps employee to become effective and
efficient.
•To perform better service and customer satisfaction, Madambibir Hat branch should recruit
sufficient and skilled employees.
•Branch should take perform well in recovery department.
 Conclusion:
•Now-a-days Bangladesh economy largely depends on service sector. In
Bangladesh Baking is a prominent service sector growing very fast. After the
Second World War as a financial product lending had been fully structured and
institutionalized in USA and other developed countries. Now banking sector play
in important role in modern society and private commercial Bank has become
more competitive diversified and dynamic compared to traditional banking system.
In banking sector MGBL is a name of trust, to improve the life style of the people,
to develop the business environment. MGBL performs as a bank of difference. Day
by day its area of service is increasing all over the country through setting up new
branch at new place.

•MGBL’s strategy is to focus on marketing the bank’s products to wider range of

customers and provide different loan to different manufacture, traders, service
provider and salaried person. For three months it is clear that bank involvement
economic development can not be possible.
•Risk is an associated factor with financial service industry. A critical success
factor for sustained profitability and continuous delivery of service is how
effectively the risk is managed.

•During the period of my internship program wanted to gather practical

knowledge and this report mainly focus on assessment of Customer expectation
and Satisfaction of service quality. Through I tried my best level to make the
report more informative, this report contains much error, there may be some
printing mistakes no doubt for this reason I apologize.

THE END.
Thank You