Improving customer service and satisfaction of National Bank Limited (NBL): a study on Mirpur branch

Abstract

National Bank Limited is established at March 28, 1983 and from then executing its business activities effectively in Bangladesh. NBL service and facilities are the latest to convince all of its customers. To hold its customers and reach the preferred company goal is only possible by satisfying its customers. Customer service & satisfaction has become fundamental object in all the business sectors. A bank must have to keep best relationship with their clients. In the 21st century the bank must need to understand and apply about the one main thing KYC which means “know your customer”. Improving Customer service is desirable to take hold of the most customers in this era it is because customers are more conscious about the product or services. The aim of this term paper is to assess quality of service that is offered by the National Bank Limited. I used the acknowledged and applied method SERVQUAL Model to recognize the service quality of NBL and to improve the customer service. Both primary and secondary data were used for the term paper. I used Simple Random sampling procedure to obtain 25 respondents from customer of National Bank Limited, Mirpur Branch.