Customers’ Perception of Service Quality: A Case Study on Sheltech Brokerage Limited

Abstract

Sheltech Brokerage Limited (SBL) started its journey in 2013, and now it holds 8th position in brokerage industry of Bangladesh. Though the competition is increasing in the industry and the products and services are almost same, so it is quite more laborious for them to hold the leading position. Other competitors are using new techniques to grab more market share where SBL is also trying their level best to keep their place through their updated dimensions in products and services. The study conducted on the customer care activities of SBL as well as the customer satisfaction within the organization and presented it in a working report. The report mainly focused on what criteria SBL is maintaining for satisfying their customers in a different dimension which are reliability, responsiveness, assurance, empathy and tangibles dimension respectively. Here in this report, firstly described the overall research method includes the purpose of the report, research type, sources of data, limitations, and overall process than discuss the organization, its product & services, managerial structure and the SWOT analysis. In the analysis and findings part, I analyzed the questionnaire and also talked about my findings from the survey. In my research, I found that most of the customers are satisfied with the service quality of SBL though few customers are not satisfied with few factors of their service. At the end of my report, I add some recommendations for SBL to improve the controversial factors regarding the service quality.