Customer Satisfaction of Grameen Bank

Abstract

The report evolved from my internship program which is done as a partial requirement of BBA program. This report is furnished based on my 3-month internship in Grameen Bank. This report contains the real life day-to-day working experiences of different tasks in Grameen Bank, Mipur-2, Dhaka-1216, Bangladesh, Head office of Grameen Bank Bhaban. But the primary objective of the report is to evaluate the customer satisfaction of Grameen Bank. We all have some positive and negative thoughts about this bank and as a result they create some confusion for their customers. So I tried to know the real scenario and that is why I needed to conduct a survey and I talked with the customers of Grameen Bank. The study is based on the data collected by personal interview with the customers at kolakopa, Nababjong Branch of Grameen Bank. A self-administered questionnaire has been designed for researching the customer perceptions regarding the overall satisfaction and other aspects of their level satisfaction regarding the various aspects of the organization. The sample used includes 20 people combining both female and male Grameen Bank customers. The survey intended to evaluate customers’ perceptions regarding the various aspects of customer satisfaction and other associated issues. The questionnaire used in the survey intended to measure customer perceptions about overall satisfaction, the degree of convenience, location, the level of employee knowledge and other related issues. Most of the customers were found to be somewhat satisfied with the services provided by Grameen Bank. Some specific suggestions were made for the purpose of improving the overall performance of Grameen Bank.