Customers’ Perception of Service Quality-A Case Study on Rupali Bank Limited

Abstract

Rupali Bank was basically merged of 3 former banks which type is commercial; those are, Australasia Bank Ltd., Muslim Commercial Bank Ltd. and Standard Bank Ltd. After Liberation war of Bangladesh it became operated under the Bangladesh Banks (Nationalization) on March 26, 1972. They got all benefits, powers, rights, assets, obligations and liabilities. Till December 13, 1986 Rupali Bank Ltd. provided services nationally as other commercial bank do. After then it became as the largest Public Limited Company of the Country on December 14, 1986. It operates 565 branches throughout the country. It has also foreign correspondents all over the world.

This report contains four chapters. First chapter contains the rationale of my study along with the purpose of the study, limitations of the study and the objectives of my report. Chapter two contains history of the Rupali bank, background of the bank. Chapter three contains the analysis and findings. Chapter four contains Conclusion and Recommendations. The objective of this study is to know the customers’ perception of services quality in retail banking of Rupali Bank. The study came up with many recommendations like Rupali Bank Ltd. should use modern technology based service equipment. That enhances the attention of customers and creates a positive impression in customer mind. Rupali bank Ltd, mohammadpur ladies branch should update their interior designing and try to make a good atmosphere of internal environment that gives a good appealing expression to customer.