Analysis of Customer Satisfaction about the Service Quality of One Bank Limited. (Kakrail Branch)”

Abstract

A Bank is an economic institution whose main aim is to earn profit through exchange of money & credit instruments by providing satisfactory services to the customers. It is a service oriented as well as profit oriented organization. To perform those two functions simultaneously, the Bank divides its operation mainly in three parts- General Banking, Loan & Advances and Foreign Exchange. Bank also invests their money into different financial security and also in different types of project to diversify the risk and getting more profit. One Bank Limited is one of the leading private commercial Banks having a spread network 56 branches across Bangladesh. General banking is the starting point of all the banking operations. General banking department perform the majority functions of a bank. In fact, bank operates with the people money and this process start with general banking.

Banks and other financial institutions play a vital role in forecasting the economic and social condition of a country. Banks in Bangladesh now constitutes the core of the country’s organized financial system. They mobilize the savings of people and channel the resources toward different sectors of the economy. Customer satisfaction is one of the most vital reflections of the progression toward advancement and development for any service institution. As service providing organization, providing best service is one of the mottos of the commercial banks. With the customers’ perception as well as satisfaction, the mirror image of service quality in private commercial banks can be obtained. The achievement of the customers’ satisfaction is the key feedback to improve service quality. The report has organized in some chapters. Through the chapter including organizational information, the present position of One Bank Limited has depicted. Financial conditions have analyzed more to determine the organizational position. The computations based on the provided information in annual report 2010, shows that OBL has improved their position in every sides comparing the year 2009.

This study is mainly focused on measuring customer satisfaction level of One Bank Limited Like the other private commercial banks, OBL also competing with others to flourish in this country. Providing quality service is only means to flourish. Therefore, measuring the level of customer satisfaction is very crucial. Measuring customer satisfaction is not any single task. Customers’ expectations are also required to measure the level of customer satisfaction. Therefore, total required information has collected through the questionnaire. After essential calculations, it has been found that the customers of One Bank Limited are overall satisfied regarding the provided services of the bank. The mean value customers’ perception is 4.03 and the expected mean value is 4.88. As the perceived mean value is over 4, the level of customer satisfaction of One Bank Limited. is “Good”. In addition, the expected mean value demonstrate that, the customers are not expecting just about “World Class” services. As the expectation level of human being has no bounds, there are difference between the expectation and perception.

There is no predicament in the world that does not have any remedy. Customers also provide many suggestions to improve the level of provided services of OBL. Those suggestions are incorporate in this report after some modification by consulting some related research work. By implementing these recommendation levels of satisfaction of OBL can be improved.

It has been found here a good job environment and also got a lot of cooperation from every department and every person in One Bank at Kakrail Branch. It is a great task to prepare a report on a big branch and at this moment. It has been found that One Bank gained success very early because they have a very strong backup to provide financial as well as administrative support. Within a very short time this bank has become very much popular to the people. They gained success from the very beginning of their operation and were capable enough to hold the success year after year.