Customer Problem Analysis of Agrani Bank Limited

Abstract

Agrani Bank Limited is one of the leading performers in the banking industry. This bank has been serving people for a long time. Along with its general banking and other services, this bank has come up with a unique banking practice:” Agent Banking” which is ensuring all kinds of banking services to the doorstep of common people. Although the bank is working for a long time, there are some problems still unaddressed. The bank is providing industrial loan, SME loans and serving with so many facilities and packages. If there arises any problem, the bank puts its utmost effort to address those problems. But for a long time, the bank is overlooking some problems which are occurring every day. The bank authority may think that these problems are too petty to think about. But it must be admitted that problems are occurring and customers are suffering. Among some day-to-day problems, we have emphasized on 08 specific problems: low network coverage, late delivery of cash, indifference of customers to abiding rules, impatience of customers while receiving service, inadequate evidence by bearer of a cheque, use of wrong inked- pen in writing any bank instrument, unawareness while receiving service, seeking unfair advantage while receiving service. Apparently, these problems seem trivial in nature. But these are not only wasting time and energy, but also creating dissatisfaction among people. Our entire report has been focused on analyzing these problems and finding their solutions in the light of customers’ opinion.