CUSTOMERS’ PERCEPTION & SATISFACTION OF GENERAL BANKING SERVICE QUALITY AT SHAMOLI BRANCH OF AGRANI BANK LIMITED

Abstract

The topic of my research is “Customers‟ perception & satisfaction of general banking service quality at shamoli branch of Agrani Bank ltd”. This study attempted to understand the customer perceptions on different general banking service quality dimensions while dealing with this branch. The broad objective of the report is to know about the Customers‟ perception & satisfaction of general banking service quality at shamoli branch of Agrani Bank Ltd. to analyze the customers satisfaction of general banking service quality of shamoli branch and to give some recommendations for improving the quality of different banking services provided to the customers by Shamoli Branch. The study was conducted based on both the primary and secondary sources of information. The nature of the research is a descriptive research. A detailed questionnaire was used to collect primary data. 50 samples were randomly selected and percentage method is used for calculation. Satisfy these customers, the management can take some attempts. Coming up with some points, which can improve the efficiency as well as quality of general banking service. Agrani Bank Ltd of Shamoli Branch need to give more emphasize on their service quality because survey shows customers are very much quality oriented in Banking than ever before. To retain their customers and make them loyal Agrani Bank ltd should be give some exclusive offering. By considering the recommendations the Agrani Bank of Shamoli Branch can improve their service quality and satisfied their customers with effectively and efficiency and makes them loyal customers of Agrani Bank Ltd. Considering the volume of operation and limitations of resources and proper management the bank is doing better than many modern banks. If it is possible for the bank management to provide recommended services, the perception of the customers will be positive about the service quality of the Agrani Bank of this branch.