An advanced working report on service quality perspectives and
customer satisfaction of general banking activities of Bank Asia
Limited
By
Sanjida Kamal Mitu
ID: 1120575
An Internship Report Presented in Partial Fulfillment of the
Requirements for the Degree Bachelor of Business Administration
(BBA)
Independent University, Bangladesh
September, 2014.
An advanced working report on service quality perspectives and
customer satisfaction of general banking activities of Bank Asia
Limited
By
Sanjida Kamal Mitu
ID: 1120575
Has Been Approved
September, 2014
___________________________
Mr. Mohammad Ali Arafat
Senior Lecturer
School of Business
Independent University, Bangladesh
Letter of Transmittal
September 4, 2014.
To,
Mr. Mohammad Ali Arafat
Senior Lecturer
School of Business
Independent University, Bangladesh
Subject: Submission of Internship Report.
Dear Sir,
It is a great pleasure for me to submit the report on An advanced working report on
service quality perspectives and customer satisfaction of general banking activities of
Bank Asia Limited. I am submitting this report as part of my internship (BBA 499A) in
Bank Asia Limited. As my faculty supervisor, I have tried to prepare the report following
your instructions.
I will be glad if you kindly accept this report.
Yours Sincerely,
Sanjida Kamal Mitu
ID: 1120575
Acknowledgement
In the preparation and finalization of this internship report, I acknowledge the
encouragement and assistance given by a number of people and institution. I am most
grateful to the Bank Asia Limited management to give me the opportunity to complete
my internship in their esteemed organization.
I would like to express my gratitude to my supervisor Mr. Mohammad Ali Arafat for
providing me detailed feedback and advice on this report. He always gave me his
valuable suggestions in making this study as flawless as possible.
I also want to render my special thanks to Branch Manager, Mr. Ashikuzzaman Khan and
Sub Manager [Link] Muhammad Muradul Kabir, Bank Asia Limited, Progoti Soroni
Branch for providing all the support in the organization. Special thanks go to the account
holders and the employees of the bank, who spared their time generously, and took the
trouble of answering a detail questionnaire and helped me to complete my study.
Table of Contents
Executive Summery 01
Chapter One
1.1 Overview of Bank Asia 03
1.2 Mission Statement of Bank Asia 03
1.3 Vision of Bank Asia 04
1.4 Core Values 04
1.5 Slogan of Bank Asia 04
1.6 Salient Features of Bank Asia 04
1.7 Organogram of Bank Asia 05
1.8 Corporate Information at a Glance 06
1.9 Board of Directors 07
1.10 Services 08
Chapter Two
2.1Internship Experience 10
2.2Internship Position, Duties & Responsibilities 10
2.3 General Banking Department 10
2.3.1 Account Opening Section 10
2.3.2 Bills and Clearing Section 13
2.3.3 Remittance Section 15
2.3.4 Cash Section 16
2.3.5 Account Section 18
2.3.6 Locker Section 19
Chapter Three
3.1Abstract 22
3.2Introduction 22
3.3 Purpose of the Study 22
3.4 Statement of the Problem 23
3.5 Conceptual Framework 24
3.6 Review of Literature 25
3.6.1 Reliability 25
3.6.2 Responsiveness 25
3.6.3 Assurance 25
3.6.4 Empathy 26
3.6.5 Tangible 26
3.6.6 Customer Satisfaction 27
3.7 Questionnaires 27
3.8 Hypothesis 28
3.9 Sampling 28
3.9.1 Measurement Instrument 28
3.9.2 Data Presentation and Analysis 29
3.10 Limitations of the Study 42
3.11 Significance of the Study 43
Chapter Four
Recommendation 45
References 46
Appendix 48
Tables
Table 1: Company Organogram 05
Table 2: Corporate Information at a Glance 06
Table 3: Board of Directors 07
Table 4: Amortization and Depreciation 19
Table 5: Locker Charge 20
Figures
Figure 1: Conceptual Framework 24
Figure 2: The bank performs its services without errors? 29
Figure 3: Bank services are performed within the promised time? 30
Figure 4: Staff performing service right? 30
Figure 5: The bank correctly performs a service from the very first time? 31
Figure 6: The bank performs a service exactly as promised? 32
Figure 7: Bank employees quickly respond to your requests? 32
Figure 8: Bank employees are always willing to help? 33
Figure 9: Bank employees are quick in eliminating potential errors? 34
Figure 10: In the bank I do not spent much time waiting in line? 34
Figure 11: Bank employees are kind and polite? 35
Figure 12: I feel safe in my transactions with the bank. 36
Figure 13: The banks operating hours suit my needs. 36
Figure 14: The bank is easily accessible? 37
Figure 15: The bank is favorably located for me. 38
Figure 16: The bank considers my wishes and needs? 38
Figure 17: Bank employees show understanding of my specific needs? 39
Figure 18: Bank offices are visually appealing? 40
Figure 19: The bank has modern-looking technical equipment? 40
Figure 20: Printed materials are look attractive? 41
Figure 21: I would recommend this bank to friends and family. 41
Figure 22: Overall, I am satisfied with the bank. 42