Evaluation of customer satisfaction level at Prime Bank Limited, Tejgaon branch

Abstract

In 21st century, we have entered into a new age of business world. We have seen how business organizations have changed from profit centric to more customers centric. There is no business organization that can survive in market without satisfying its customers. Quality service is a precursor of customer satisfaction. Only purchasing product does not satisfy customers anymore. In banking industry where almost all the products are indistinguishable, with nominal difference in charges set by market, service quality can be key differentiator. PRIME bank is offering wide arrays of products to its customers. I took, “Evaluation of customer satisfaction level at Tejgaon Branch: PRIME Bank LTD” as my intern topic. During my internship, I came to realize dealing with customers, pleasing them requires special skills and a deep understanding of customer‟s mind. PRIME bank has set some code & conducts for all its employees to follow. Bank is committed to make customers leave bank with a hassle free, contented experience. While conducting my research I came to know about customer‟s complaints, suggestions and satisfaction. There are number of issues Tejgaon branch should improve. They need to employ adequate staffs in some places to speed up the service. Server system in this branch is little slow sometime which sometimes becomes reason of customer‟s irritation. Tejgaon branch is very concerned about their honored customers and always ready to help them. Customers are also happy about most of the services. Some of them expressed their disappointment how bank is taking too long to disburse their loan. Similarly, there are some other issues customers think bank should improve. Prime bank‟s quality service and diverse range of products already have left good impression on customer‟s mind. To be a market leader in long run they need to keep improving in all aspects of their service.