Customers’ Perception of Service Quality: A Case Study on City Bank Limited

Abstract

The title of the report is “Customers’ Perception of Service Quality- A Case Study on City Bank Limited.” This study tries to understand the customers’ perceptions of different service quality when they were dealing with this bank. This study was driven based on both primary and secondary sources of information. This is a descriptive type of research. The questionnaire was made for the survey. The total sample size was 40 for this study. City bank should improve their cash service because of the complaint about cash service, and customers want quality service. This information I found in the survey. If City bank retains customers, they should improve their service and environment some of the branches. City bank offers a different type of loan like- car loan, house loan, study loan, cc loan, etc., the interest rate of city bank is low but should increase their deposit rate. If city bank open consult service of a customer in that time perception of customer toward bank will be positive.