Analysis of Customer Satisfaction Level of Dutch Bangla Bank Limited.

Abstract

In this era banks are assuming a key part for the improvement of the economy. Like some other nation, this case is same in Bangladesh also. These days, the components of a bank have extended to such a degree that it is considered as an extraordinarily basic pro of progression in a country like ours. In light of their positive inclusion in exchange, business, industry and a large group of other partnered administrations, banks today speak to essential piece of any economy. Customer service has turned out to be so crucial thing particularly in the business area whether it is locally or all around. Bank is one of them who offer administrations to keep their place in this forceful field. A bank should have a strong bond or relationship with their clients. Extremely the bank must be engaged about the one focus thing. That is KYC "know your customer". Dutch Bangla Bank Limited is keeping up its business successfully in Bangladesh from March 28, 1991 ahead. Their survival is exists just in light of their clients and their joint effort. Their better organization and workplaces are exceptional to satisfy the larger part of its customers. Thus, through awesome administrations and care better result can be assured and it is significant for the bank to hold its customers and accomplish the needed association objective. Customer organization is relied upon understanding the customer to continue with the business properly. The report is prepared on “Analysis of customer satisfaction level of Dutch Bangla Bank Limited”. I have apportioned this report into four major chapters. Firstly, in the first chapter I discussed about introduction, origin of the report, objective of the report, scope of the report, methodology and drawbacks of the report. The second chapter describes about DBBL Background history, Board and its committee, DBBL at a glimpse, Mission, Vision, Organizational objective, Focus & Strategy, Organizational diagram, Activities, Products and Services, Corporate banking, CSR, and General Banking. Later on, in the fourth chapter there is a brief discussion of the findings and analysis of my internship experience at Dutch Bangla Bank Limited and the in-depth analysis of my research work formatted as per research on Customer Satisfaction level where analyze the overall satisfaction based on Servequal dimension. Lastly, I have added some recommendations based on my observations during my internship period at Dutch Bangla Bank Limited.