Customer satisfaction & service quality practice in Mutual Trust Bank Limited

Abstract

The purpose of this study is to examine the quality of banking service and customer satisfaction at Mutual Trust Bank Limited. Service quality refers to how service is delivered so that customers need are fulfilled and service performance meed and sometimes exceed customer expectation. In this study, the service quality of Mutual Trust Bank Limited has been evaluated with the help of the SERVQUAL Model.

Five dimensions namely tangibles, reliability, responsiveness, assurance, and empathy of the SERVQUAL Model with twenty-two items are included in the questionnaire and a survey has been conducted to examine them. Results from the one hundred respondents, it is evident that customers give more emphasis on reliability of services followed by the responsiveness of services in the banking service sector.based on the findings, a discussion has been forwarded along with some recommendations.

This report is divided into several parts including the prefatory part which contains some informative areas on the subject matter of this report. The organization part is given. It follows the internship experience at the Mutual Trust Bank Limited. Finally, analysis, result, discussion, recommendation, and conclusion are provided.