An Evaluation of the Services Quality of Lanka Bangla Securities Limited

Abstract

Practical knowledge is greatly differing from academic knowledge through its operation, complexity and implementation. To justify the academic knowledge, practical knowledge has great importance. Internship program is a great opportunity to justify the academic knowledge in respect to the practical world. So, this reason Department of Business Administration introduce this type of internship program for the students of B.B.A. for getting practical knowledge. This report investigates An Evaluation of the Services Quality of Lanka Bangla securities Limited by using SERVQAL model. Lanka Bangla Securities Limited started its journey in 1997 as a jointventure financial institution in multinational collaboration with a license from Bangladesh Bank under Financial Institution Act-1993. Today, Lanka Bangla Securities is the country’s leading integrated financial services provider that include Corporate Financial Services, Retail Financial Services, SME Financial Services, Liability Management, Stockbroking, Corporate Advisory and Wealth Management Services. Data and information were collected from several way. A total of 40 customers and 10 officers were interviewed. Some of them are already client of Lanka Bangla Securities limited, some are not. And also, I get information from those who are working in this organization for a long time. Direct working with officials of Lanka Bangla Securities limited, Face to face conversation with client, Practical deskwork, Annual report of Lanka Bangla Securities limited and Website Browsing of Lanka Bangla Securities limited. Shortly it can be said; this report in its beginning introduced the Lanka Bangla Securities Limited. This shows its historical background, the vision, mission, corporate strategy and the other aspect like the financial institution principles etc. Then it’s come with the topic to evaluate the quality of services offered by Lanka Bangla Securities limited using SERVQAL model also my duties and responsibilities with that. Different services offered by Lanka Bangla Securities limited are shown in the brief. All the information is very vital to find out the problem of services quality and also customer satisfaction.