GENERAL BANKING ACTIVITIES AND CUSTOMER SATISFACTION ON SERVICE QUALITY OF BANGLADESH KRISHI BANK : A CASE STUDY ON SHAMOLY BRANCH, DHAKA

Abstract

As a part of academic requirement and completion of MBA program, I have been assigned to complete internship report on ‘’General banking Activities and customer satisfaction on service quality of Bangladesh Krishi Bank : A case Study on Shyamoli Branch, Dhaka” under the supervision of Md. Abdul Latif, Associate professor, Department of Agricultural Statistics, Faculty of Agribusiness Management, Sher-e-Bangla Agricultural University. The Report opens up with an overall introduction on how this topic come to be and why it was chosen for the internship program including the sources of data collection and constraints faced during the 12-week work experience. Here I have talked about the overall view the company, company's advantages and disadvantages and tried to give some solutions of those problems. This study attempted to understand the customer perceptions on different service quality dimensions while dealing with this bank. I have talked about the loans which Krishi bank give to people like crop loan, fisheries loan, shrimp loan, livestock loan. And I also describe the sections where I have worked as a trainee like Savings account, current and fixed account, SND section, clearing section, internal and external remittance, Shonchoypotro and foreign exchange department. Here I have tried to give the basic ideas of those sections. This is a descriptive type of research. Information was collected from primary and secondary sources. I used “Questionnaire method” to collect data. Primary data came from my day to day observation and interviewing employees. Secondary data was collected by Organization employee hand book, website, and relevant books. I tried to minimize to bias and produce an unbiased report. At last, I find some problems of the bank that are hurdles to the improvement of this bank. To overcome these problems, I have suggested some recommendations and conclude the report. To satisfy customers, the management can take some attempts. I have come up with some points, which can improve the efficiency as well as quality of the service. Bangladesh Krishi Bank needs to give more emphasize on it’s service quality because survey shows customers are very much quality oriented in Banking than ever before. To retain their customers and make them loyal Bangladesh Krishi Bank should give some exclusive offering. At last I tried to indemnify the problems of the company, and also tried to give some solutions.