Analysis of Service Quality at the Agrani Bank PLC Bangladesh: An internship experience perspective

Abstract

Service quality is a critical factor in customer satisfaction, loyalty, and overall business success. It helps determine how well a service meets or exceeds customer expectations. The purpose of this study is to examine the service quality dimension to improve service quality to understand and meet customer needs, foster continuous improvement, and foster a customer-centric culture. This study is done with the combination of both academic theoretical knowledge and real-life practical knowledge gained from a three-month internship program at Agrani Bank PLC. During this three-month internship, I gained knowledge of several banking activities. To elaborate on the main purpose of this study, i.e., Agrani Bank PLC's service quality, the report has been divided into four major chapters, which include different essential parts. The report starts with an analysis of the banking industry in Bangladesh, then an analysis of the organization, which is Agrani Bank PLC, and finally an analysis of the service quality of Agrani Bank Plc. Firstly, Chapter 1 is about “Analysis of the banking industry in Bangladesh” where I have written the specification of the industry, size, trend, and maturity of the industry, technological factors, political, legal, and regulatory factors, industry rivalry, summary of challenges and opportunities. I try to cover the overall current banking sector scenario. Secondly, Chapter 2 is about “Analysis of the Agrani Bank PLC." In this chapter, I cover the overview and history, customer mix, product/service mix, and service quality. I have written all the necessary information related to the bank. Also, I did the SWOT analysis of Agani Bank PLC and mentioned the strategies to meet the challenges and opportunities for the bank. Finally, Chapter 3 is about "Analysis of the service quality of Agrani Bank PlC." In this chapter, I have written about the importance of service quality in banking service, factors that impact service quality, and service quality dimensions. Then I present the analysis and results. The result I got from the survey that I did to measure the service quality of Agrani Bank PLC. I also discuss the result. And lastly, I have given recommendations for the future betterment of Agrani Bank PLC.