Service Quality and Gap of an Organization: An Example from Dutch Bangla Bank Limited.

Abstract

This report is prepared as a requirement of the BBA program of United International University. This report focuses three month working experience in Dutch Bangla Bank Limited, Dhanmondi branch. This report will give a clear idea about the service quality of DBBL Dhanmondi in terms of the customer satisfaction.

In this report a survey has been conducted on DBBL Dhanmondi branch. Here I have surveyed on 130 customers randomly. All the data has been collected by close ended interview. I have analyzed information that I acquired from survey in the Microsoft excel. I also use some statistical tools from the Microsoft excel for instance: Average, mean, weighted mean, percentage etc. In the analysis the gap value of all the factors are determined. All the gap value are shown in the chart. Dutch Bangla Bank Limited (DBBL) is serving the market with almost full range of services. It has many brunches in our country, but it should also be noted that all the branches cannot provide adequate service according to customer satisfaction, no bank could make as good standing without providing quality service. Some branch is following a certain traditional marketing strategy and it is doing well.