A STUDY ON GENERAL BANKING AND CUSTOMER SATISFACTION OF AGRANI BANK LIMITED, SHEWRAPARA BRANCH,DHAKA

Abstract

In order to provide a student with job exposure and an opportunity of the transition of theoretical knowledge into real life experience, an internship is a must. A better balance between theory &practice can be gained through this program. The internship report is on “A Study on General Banking and Customer Satisfaction of Agrani Bank Limited , Shewrapara Branch, Dhaka”. The main objective behind this report is to know different services of Agrani Bank Limited , Shewrapara Branch”and also to determine how well Agrani Bank Limited is satisfying the customer of those service grounds and different service quality dimensions. The survey is conducted on 50 respondents (sample) those represent the total general customers segment. This report contains seven chapters. First chapter deals with introduction, origin objective, scope and limitation of the study. Second chapter contain review of the literature. Third chapter on Methodology. Chapter four emphasis on Organizational profile of Agrani Bank Limited, Hierarchical and Functional position, Product at a glance. Chapter five on General Banking. Chapter six analyze on customer satisfaction. Seventh chapter contains Findings of the study, Contributions and Conclusion of the study.This research has provided some interesting insight in to what kind of service the customers give importance to and what quality service they get from Agrani Bank Limited. Appendix part on References and Questionnaire.The research revealed that only one third of customers were more or less satisfied with the service of the bank and more than half of the respondents were on the neutral side of satisfaction line.44% customers are satisfied on prompt service and 48% on help.60% customers do not answered the question on understanding quality of employees.58% customers understood the statements provided by ABL.Finally 46% customers are strongly dissatisfied on ATM service, others are also dissatisfied on it.