Letter of TransmittalDate: 12 September, 2018ToBankim Chandra SarkerLecturerDepartment of MarketingUniversity of BarisalSubject: Submission of Internship Report.Dear Sir,I have the pleasure to submit the Internship Report after a successful three-month Internship attachment at Rupali Bank Limited for the partial fulfillment of BBA degree.
The Internship Report concentrates on the “Customer perception about banking service; A study of Rupali Bank Limited.”I have concentrated my best effort to achieve the objectives of the report and hope that my endeavor will serve the purpose. The practical knowledge and experience gathered during the report preparation will immeasurably help in my future professional life. I will be obliged if you kindly approve this endeavor.Sincerely yours,Md Jubaer HossainDepartment of MarketingID: 13MKT024University of Barisal Letter of AcceptanceThis is to certify that this internship report titled “Customer perception about banking service; A study of Rupali Bank Limited” is the confide work of Md Jubaer Hossain who carried out the research under my supervision. Certified further that to the best of my knowledge the work reported herein does not form part of any other project report or dissertation on the basis of which a degree was conferred on an earlier occasion on this or any other candidate.
Supervised by Bankim Chandra SarkerLecturer Department of Marketing University of Barisal ACKNOWLEDGEMENTFirst of all, I would like to express the deepest sense of gratitude to ‘Almighty Allah’ & thanks for immeasurable grace & profound kindness for giving me the strength and the composure to finish the task.My heartiest gratitude to my supervisor Bankim Chandra sarker, Lecturer, Department of Marketing, Barisal University, for giving me enthusiastic guidance, proper direction and valuable suggestions during the entire phase of the study to prepare this report successfully.My sincerest gratitude to SM Wahidur Zaman, AGM of Narail Corporate Branch, Narail, for giving me their valuable time and required advices and providing all necessary papers, documents and information in carrying out the study.
Special thanks to my fellow colleagues of Rupali Bank Limited who spread their helping hand for finishing this report.With regards,Md Jubaer HossainID: 13MKT024Department of Marketing University of Barisal Executive Summary Customer perception is very important especially for the growth and development of service sector business enterprises. Banking sector in Bangladesh is characterized as a highly competitive and highly regulated sector.
With a good number of banks already in operation and a few more in the pipeline, the market is becoming increasingly competitive day by day. This report shows customer perception about banking service; A study of Rupali Bank Ltd . To complete the study two types of data were gathered – primary data and secondary data. The total sample size is 50. Primary data collected through conversation with customer, personal interview face to face.
Secondary data was collected through different document and papers, annual report, brochures, manuals of RBL, web sites. New customer needs to be finding out solving the existing problem to strengthen the customer Service of RBL. Rupali bank limited offers a range of mass banking services and products in Bangladesh. Its deposit products include savings bank accounts, fixed deposit accounts, short term deposit accounts, current accounts, pension accounts and foreign currency accounts. The bank’s loan and lease service comprise micro credit, small and medium enterprise financing, industrial loans, working capital financing, export credit, import credit, bills purchase, letter of credit, letter of guarantee, lease financing, transport financing, consumers loan schemes and house building loans.
It also offers various remittance services, including remittance of fund from abroad by Bangladesh. Only after that Rupali Bank will be able to enhance and improve its image nationally ; internationally. Rupali Bank Ltd.
was constituted with the merger of 3 (three) erstwhile commercial banks i.e. Muslim Commercial Bank Ltd., Australasia Bank Ltd.
and Standard Bank Ltd. operated in the then Pakistan on March 26, 1972 under the Bangladesh Banks Order 1972, with all their assets, benefits, rights, powers.This report will show analysis and finding about customers perception and also show to make some recommendations based on the findings. TABLE OF CONTENTSTopic Name Page noExecutive summary 4Introduction part 5 to 11Organization part 12 to 20Methodology part 21 to 23Analysis and finding 24 to 36Recommendation and Conclusion 37 to 39Questionnaire and References 40 to 43 Chapter one Introduction part CHAPTER – IINTRODUCTIONRBL plays an important role in promoting economic development of a country.
It provides necessary funds for executing various programs underway in the process of economic development. Bank occupies quite an important place in the framework of every economy. It provides capital for the development of industry, trade ; business investing the saving collected as deposit. All the economic activities of every country are greatly influenced by the commercial banking business of that country. Commercial banks, by playing active roles, have changed the economic structure of the world.
Integrated ; speedy development of the country is possible only when competitive banking services reach nooks ; corners of the country. In recent years, Banking sector of Bangladesh has been transformed from a sluggish and government-dominated sector to a much more agile, competitive and profitable industry. Different foreign banks have emerged recently which have increased the competition among commercial banks. In order to get competitive edge and to attract more and more customers, banks are focusing on providing better services to the customers. Banks in Bangladesh were not established everywhere in same period. It has passed many years upgrading this status and wide sector business.
In 2042 BS Bangladesh also adopted liberal free economic policy and allowed to establish other joint venture banks under collaboration with foreign banks as well as under private sectors. At Present there are 57 listed banks with many branches currently operating in Bangladesh.Objectives of the StudyThe broad objective of the study is to examine customer perception of Rupali Bank Ltd. However, the specific objectives are the following:• To know customer satisfaction and dissatisfaction.• To know the gap between customer expectation and perception.• To compare service with other bank services.
• To know the different services of Rupali Bank Ltd, Narail corporate Branch.• To know the accounts opening and closing procedure of Rupali Bank Ltd.• To draw the relationship among the consumers perception and the Bank’s activities.
• To know customers perception about Rupali bank services.• To know the cheque book issuance procedure to customers.• To know the local remittances collection procedure of Rupali Bank Ltd.• To know the different types of loans and its amounts.• To know the customers opinion about its different services.• To make some comparison of different service quality of other bank.
• And to make some recommendations based on the findings.Limitation of the study I. The authority was very busy, so they could not give me enough time for discussion about various problems.II.
A study that encloses interviews of very few clients can not conclude anything accurately.III. Personal barriers like inability to understand some official terms, office decorum etc. creates a few problems to me.
IV. Another important factor is that data are not structurally distributed in the organization; for that reason I have to depend on the secondary data like the Annual report.V. It was very much hard to collect information. Customers are very much busy. So they are not so interested to give genuine information.
VI. Because of the limitation of information, some assumptions were made. So there may be some unintentional mistake in the report. VII. In case of performance analysis secondary data are used.VIII.
This study completely depended on official records and annual reports. IX. It is difficult to make an information based rich report in a short time period. X. Banks policy did not permit to disclose various data and information related to Credit Portfolio.XI.
The entire system is relatively new in Bangladesh. So sufficient data was not found on this topic.XII. Finally, Due to time limitation large-scale research is not possible. Scope of the Study This study will focus on factors influencing customer perception in the banking industry. The study will be limited to Narail corporate branch in Narail district.
The study will utilize primary data that will be gathered from Rupali Bank customers. The study will be limited in terms of closed ended nature of the questionnaire tool. However, to mitigate this limitation, the questionnaire will be as comprehensive as possible in terms of nature and type of questions that will be asked. Literature review Customer perception is an important factor in the banking sector when it comes to customer satisfaction or dissatisfaction.
Literature review purposely, is divided into three parts: bank, customer perception and related researches. Firstly, it discussed general overview of the country wherein Rupali Bank was born and its present services and products. It also provided the bank’s functional mechanism. Secondly, it discussed different aspects of customer definitions and related theories by various people. Finally, it brought out related researches that had conducted by previous researchers, and a summary of all what had been discussed in this chapter.According to Raul and Ahmed (2005)-“The study investigated customer service in public sector banks in 3 districts in Assam and it was found that customers were dissatisfied with the management, technology and interactive factors along with high service charges.
Communication gap was the root cause of poor service and service was different in rural and urban sectors”According to Dash et al (2007) – “The study measured customer satisfaction through 5 service quality dimensions in Noida and Ghaziabad and findings revealed that assurance was the most important dimension of service quality followed by reliability and responsiveness. Tangibles was found to be least important”According to Tracey Dagger, Jillian Sweeney (2007) – “The study consists of qualitative research to investigate the effect of consumption stage on service quality perceptions and then development of hypothesis. The findings indicate the evidence that customers rely more heavily on attributes that are search based in the initial stages of service experience and in later stages consumption becomes important”According to P K Gupta (2008)-“Objective of this study was to find out the behavior of customers with respect to internet banking vis-à-vis conventional banking. The study found out that internet banking was found to be easier and speedier than conventional banking and trust, accuracy and confidentiality were the most important factors here”.
According to Mohammed Siddique Khan,Siba Sankar Mahapatra(2009)-“The study was to identify important parameters affecting service quality in internet banking. Factor analysis of the data collected finds 7 factors which included factors like reliability, access, user friendliness privacy etc. Correlation analysis shows that a significant positive correlation exists between factors Also it was found out that business class differs from other classes in perception”According to Padhy P K and B N Swar(2009)- “the paper investigated role of technology in banking and its impact on perceived service quality in public, private and foreign banks in Orissa using a s ample size of 300 customers. Foreign bank was found to be very close to expectations of customers followed by ICICI and AXIS.
Service quality in public sector banks was found to be very low”In the consumer marketing community, customer perception has long been regarded as an important goal and marketing tool (Reichheld ; Schefter, 2000; Kotler, 2009). Customers are important for whatever business it is. A customer of a bank and other businesses it does not differ. The customer in the bank does not differ in the basic motivation from a supermarket shopper or a patient in a hospital; all they have a need in common – the solving of personal problem (McMahon, 1992). Shieffer (as, cited in Kotler et al.
(2009) defined who is a customer and where she or he stands in business cycle – creating loyal customers is at the heart of every business. But customer with different demographic, psychographic and socioeconomic has different interest towards. Cleared by Kotler et al. (2009) that although the customer-centered firm seeks to create high customer satisfaction, that is not its ultimate goal. If the company increases customer satisfaction by lowering its price or increasing its service, the result may be lower profit. According to Sachin Mittal;Rajnish Jain (2010)-“This paper is basically a literature review of banking industry and effect of IT based services on customer perception.
The study highlights customer perception levels among young customers in banking industry. A survey indicates the gaps between customer’s expectations and perception with respect to IT based banking services. Findings indicated need to improve the IT based services for enhancing customer satisfaction”According to Kumbhar, Vijay (2011)-“It examined the relationship between the demographics and customers’ perception in internet banking. It also found out relationship between service quality and customers’ satisfaction as well as satisfaction in internet banking service provided by the public sector bank and private sector banks. The study found out that overall satisfaction of employees, businessmen and professionals are higher in internet banking service.
Also it was found that there is significant difference in the customers’ perception in internet banking services provided by the public and privates sector bank” Chapter two Organization partAn Overview of Rupali Bank Limited (RBL): Rupali Bank Ltd. (RBL) was constituted with the merger of 3 (three) commercial Muslim Commercial Bank Ltd., Australasia Bank Ltd. And Standard Bank Ltd. operated in the then Pakistan on March 26, 1972 under the Bangladesh Banks (Nationalization) order 1972 (P.
O. NO. 26 of 1972), with all their assets, benefits, rights, powers, authorities, privileges, liabilities, borrowings and obligations. Rupali Bank worked as a nationalized commercial Bank till December13, 1986. Rupali Bank Ltd. Emerged as the largest Public Limited Banking Company of the country on December 14, 1986 (Rupali Bank Limited, 2013).
Company ProfileName of the Company : Rupali Bank LimitedChairman : Dr. Ahmed Al- KabirCEO and Managing Director : Mr. M.
Farid UddinLegal Status : Public Limited CompanyRegistered Office : 34, Dilkusha Commercial Area, Dhaka-1000, BangladeshAuthorized Capital : Taka 700.00 crorePaid-up Capital : Taka 125.00 croreNumber of Employee :5157Number of Branches : 570Phone-PABX : 9551525, 9551624, 9551625FAX : 88-02-9564148SWIFT : RUPBBDDHWebsite : www.rupalibank.orgE-mail : [email protected]
comCorporate Vision:Our Vision is to expand our loyal customer base by being known as the financial partner of choice that constantly exceeds customer expectations. Corporate Mission: ? Develop Long-term relationships that help our customers achieve financial Success. ? Offer rewarding career opportunities and cultivate staff commitments.? Balance Growth strategy.? To provide excellent Quality customer service. ? To display team spirit and professionalism.
? To be the first bank in the banking area. ? To maintain corporate and business area. ? Attract and retain quality human resource? Firm Commitment to the society and the growth of national economy. Board of Directors Training and DevelopmentThe Human Resources Division is very much concerned about the training.
Every year it provides a schedule for development and training purposes. The bank recruited officers in 2016-2017 through Bankers’ Recruitment Committee (BRC) which is conducted by Bangladesh. Now RBL is recruiting officers by their own arrangement. RBL give importance to provide institutional training to their human resources. It has its own training institution.
At the top there is a national level training institute and RBL also provide training at Bangladesh Institute of Bank Management (BIBM) to cater to the training needs of the higher level bank personnel.Management StyleFor any financial and non financial organization, Management is the most valuable and important resource of any kind of organization. And a well organization management provides the organization to reach its ultimate goal. Management means planning, organizing, staffing, directing and controlling of all financial or non financial resources of the organization. Different aspect of management practice in Rupali Bank planning, organizing, staffing, directing, and controlling, human resource practices and recruitment finally.ServiceService is any activity or benefit that one party can offer to another that is essentially intangible and does not result in the ownership of anything.
CustomerAccording to the Oxford Advanced Learner’s Dictionary, customer is the organization or person that buys something from a shop or business or the organization or people being engaged in the same job.Customer perceptionCustomer perceptions are subjective assessments of actual service experiences.Product and services:RBL has a very broad line products under the various business group, from short term to long term deposits, various types loans and advances, account service, it provides finance for export and import, finance for working capital, project financing, capital investment, remittance service, trade service, foreign exchange service, online banking, cash management service, locker service, Profit ; loss sharing and also has other miscellaneous product and services around the nation.Services General banking provides some services to the customers. These services are as follows:• Accounts Opening Service• Cash Section.• Clearing Service• Deposit Service• Remittance Service.
• Issuance of Cheque Books Service• Loan Service• Account Closing ServiceAccounts Opening ServiceOpening account with a bank is the way of creating a banker customer relationship. In other words, it is a contract between banker and customer. With this contract, bankers enter into certain obligations and responsibilities.Proper introduction serves as a precaution against fraud and forgeries and safeguard against inadvertent overdraft to bank. Obtaining proper introduction may absolve the banker from the charges of negligence for conversion. So, while opening a new account, emphasis would be given without exception to introductory reference and inquiry.
Cash serviceReceipt of Cash ServiceCash may be deposited either by deposit Slips for SB/ CD/ CC accounts or by other credit voucher like single credit voucher, pay order/ Draft/ T.T. application forms.
Payment of Cash Service Cheques, Cash Debit Vouchers, Fixed Deposit Receipts, Monthly Term Deposit Receipts, Bearer Certificates of Deposit, Demand Drafts, may be placed for payment at the counter by clients, beneficiaries and various departments for encashment. Deposit ServiceDeposit is the foundation of the general banking. Deposit is just like a media by which clients can save or disburse the money under some considerations and become able to take loans from the bank .
Deposit provides most of the raw material for bank loans and represents the ultimate sources of profit and growth. Deposit generates legal reserve. If legal reserve of a bank is not more, then new loans are created. If a bank contains higher deposit fund with lower interest and availability of enough deposit to make a fund to make enough loan according to the willingness of the bank that types of would be effective Closing of Accounts ServiceFor different reasons, the account holder(s) may request for closure of his/ their account with the bank. On receipt of such letter of request for closure of account, the Manager should ascertain the reasons to satisfy himself that the constituent is not severing his relations for grievance from the bank which may possibly be redressed.
Other Banking services i. Pay order ii. Telegraphic transfer iii. Mail transfer iv. Call deposit v. Transfer of fund with instructions Vi Demand draftComputerized BankingCurrently RBL is working on transferring their banking activities from traditional to online/internet banking.
The system is still in progress and it is expected that soon all the branches of RBL will operate under online banking system.Utility ServicesRupali Bank Ltd. works as an agent for its customers and provides various utility services such as collection of telephone, electricity, water, gas bills for free of charges.
Student Loan With the sense of corporate social responsibility Rupali Bank Limited provides student loan facilities to study abroad. RBL is offering student loan up to 12,00,000,00 Taka against reasonable amount of interest. Banker customer relationshipa.
Behavioral area: Employees attitude towards customers, term Spiritb. Motivational area: Employees remuneration ; incentives, appreciation,Proper posting, promotion etc.c. Operational Area: Quick counter service, personalized serviceD.
Procedural Area: Flexible in A/C opening, investment, processing and Sanction, documentation, easy-to-pay installment.e. Technical Area: Use of modern technology, quick Communication systemf. Promotional Area: Employee training/ motivation, customers Get together, deposit mobilization program, Introduction of customer care center, front Office, customer comment card etc.g. Organizational Area: Opening new branches/ wings/ booths, proper staffing,Delegation of appropriate discretionary power to the Branches, space, lay out etc.
h. General Area: Physical facilities, e.g.
Telephone, Bathroom, Ladies counter, sitting facilities etc.SWOT Analysis:Strengths ? Competitively low risky? Strong internal coordination? Friendly environment? Low service charges with no hidden cost? Creating to various product segmentation.Weaknesses? No ATM booths service ? Small range of offerings to customer than other bank? Low rate of interest on deposit? Not enough promotional activities ? Narrow market prospect ? High target for operation staffs Opportunity ? Expansion in rural areas ? Going to foreign market? New potential market expansionThreats ? Foreign banks? Competitors? New banking licenses issued by the reserve bank of india? Change of need of consumers Chapter three METHODOLOGY PART CHAPTER 3METHODOLOGY Methods of collecting dataThis part of the report contains which data sources I have used to gather all the related information about Rupali bank limited and their activities. There are two types of data sources: • Primary data• Secondary dataData that were published before for some other reason can be collected using internal and external sources.Internal Secondary data: To furnish the report properly some papers has been collected from the officials of Rupali Bank Limited. Information from annual reports, journals, newspapers and other published documents have been used.
Besides other published information about the organization, depth interview of the branch manager and Sub- manager have also taken. The information mainly about CCS was taken from the authorized officer who deals with this scheme.External Secondary Data: For better interpretation some data has been collected from Bangladesh Bank. Internet Browsing is also one source of external Secondary data. Primary dataPrimary data is always collected from the respondent. • Conversation with the customers of this bank.
• Face to face conversation with the bank officers and staffs.• Personal observation.• Collecting the primary data by using the telephone interviewSample SizeTotal sample size is 50.
Analysis of DataThe researcher conducted primary data analysis through questionnaire review and studied additional data from secondary sources. All the collected data have been analyzed with MS Excel Spread sheet and MS Excel graphical presentation.Software used In processing the data, MS Word and MS Excel was used. Tables and Graphs were prepared using respective facilities provided by MS Excel. Chapter four Analysis and finding part Staement1 Bank meets its promised time-frames for Customer responses. Statement Respondents Percentage Strongly agree 20 40%Agree 10 20%Neutral 5 10%Disagree 10 20%Strongly Disagree 5 10%Analysis: I had taken 50 respondents to conduct my survey , among them I found that 40% were strongly agree, 20% were agree, 10% were neutral, 20% were disagree and 10% were strongly disagree with this statement. The result also can be presented through the graph.Statement 2 Bank tells customers exactly when the service will be performed Statement Respondents PercentageStrongly agree 10 20%Agree 15 30%Neutral 20 40%Disagree 5 10%Strongly disagree 0 0%Analysis: In this graph, Respondents are 20% strongly agree,30% agree,Neutral40%,Disagree 10 % and strongly disagree 0. So this graph’s represents more respondents are neutral about Bank tells customers exactly when the service will be performed. Statement 3 Bank Employees are trustworthy Statement Respondents PercentageStrongly agree 30 60%Agree 10 20%Neutral 10 20%Disagree 0 0%Strongly agree 0 0%Analysis: The graph shows that respondents are 60 % strongly agree and 0% disagree or strongly disagree. In this case, it shows majority percentages of customer are strongly agree about Bank Employees are trustworthyStatement 4 You feel safe when transacting with employees of RBL Statement Respondents PercentageStrongly agree 10 20%Agree 10 20%Neutral 20 40%Disagree 5 5%Strongly disagree 5 5%Analysis: I had taken 50 respondents to conduct my survey , among them I found that 20% were strongly agree, 20% were agree, 40% were neutral, 5% were disagree and 5% were strongly disagree with this statement. The result also can be presented through the graph.Statement 5 It is easy to deposit at RBL. Statement Respondents PercentageStrongly agree 5 10%Agree 10 20%Neutral 15 30%Disagree 15 30%Strongly disagree 5 10%Analysis: The graph shows that respondents are 10 % strongly agree and 20% agree 30% disagree, Neutral 30%. In this case, it shows majority percentages of customer are disagree or neutral about customer services are available at all times when needed.Statement 6 RBL customer service website is easy to use and informative. Statement Respondents PercentageStrongly agree 30 60%Agree 10 20%Neutral 5 10%Disagree 5 10%Strongly disagree 0 0%Analysis: In this graph, Respondents are 60% strongly agree,20% agree,Neutral10%,Disagree 10 % and strongly disagree 0. So this graph’s represents more respondents are strongly agree about RBL customer service website is easy to use and navigate.Statement 7 Bank gives each customer individualized attention. Statement Respondents PercentageStrongly agree 15 30%Agree 15 30%Neutral 10 20%Disagree 5 10%Strongly disagree 5 10%Analysis:I had taken 50 respondents to conduct my survey , among them I found that 30% were strongly agree, 30% were agree, 20% were neutral, 10% were disagree and 10% were strongly disagree with this statement. The result also can be presented through the graph.Statement 8 They charge reasonably for their services. Statement Respondents PercentageStrongly agree 30 60%Agree 20 40%Neutral 0 0%Disagree 0 0%Strongly disagree 0 0%Analysis: In this graph, Respondents are 60% strongly agree, 40% agree,Neutral0%,Disagree 0 % and strongly disagree 0%. So this graph’s represents more respondents are strongly agreed about charging reasonably for their services.Statement 9 Bank has customer focused values. Statement Respondents PercentageStrongly agree 0 0%Agree 5 10%Neutral 10 20%Disagree 20 40%Strongly disagree 15 30%Analysis: I had taken 50 respondents to conduct my survey , among them I found that 0% were strongly agree, 10% were agree, 20% were neutral, 40% were disagree and 30% were strongly disagree with this statement. The result also can be presented through the graph.Statement 10 It is easy to open account at RBL. Statement Respondents PercentageStrongly agree 20 40%Agree 10 20%Neutral 20 40%Disagree 0 0%Strongly disagree 0 0%Analysis: In this graph, Respondents are 40% strongly agree, 20% agree, Neutral 40%, Disagree 0 % and strongly disagree 0. So this graph’s represents more respondents are strongly agree about creating to open account at RBL.Finding: ? Employees are not fully understood the needs of the customer? Branch decoration is one of the important issues to attract the customer that is very poor situation in RBL. ? The findings of the survey are based on customers’ response in Rupali Bank credit card services located in Dhaka City only. The results may not reflect the same for other branches of Rupali Bank outside Dhaka.? Limitation of the Personal knowledge is another one. Since knowledge knows know bound, so this report is incapable to present all things with more depth.? Limitation of time was one of the most important factors that shortened the present study. Due to time limitation many aspects could not discussed in the present study.? Ensuring timely delivery and quality services relating to customer satisfaction depends on the availability of logistic support. Major branches are not equipped with sufficient support instruments like phone, Fax, e-mail compared with other competitor banks. ? RBL customer service website is not easy to use and informative.? RBL customer services are not available at all times when needed.? Problems are not resolved on time.? The Bank has not customer focused values. Chapter five RECOMMENDATON AND CONCULUSION PART Recommendation:? In order to improve the level of customer service satisfaction is should give more emphasize on processing the task within promised time and give personal attention to each customer? Increase number of online services? Improve the website access quality? Customer wants well-decorated environment. Branches have to be decorated in modernize way to attract the customer. Customer feels comfort in the modernized environment to work. Good working environment represent the bank to the mass people. ? The bank can pay some interest on its current account.? Officers should be available on their desk. ? The internal environment of the bank should be improved.? The bank should offer more facility to the clients.? Indentify customer perception about banking service? As I have mentioned that they need proper training to operate computer and with the same time every employees must have the knowledge about every section in the bank.? A loan approval procedure is lengthy. This should be reducing.? Increase marketing activities in the urban area because other competing industries are given huge ad in urban area which helps them to increase their customer base. ? Bank Employees should trustworthy.? RBL customer services should available at all times when needed.? Bank should focus customer values? Bank should enhance customer’s experience. Conclusion: Rupali Bank Limited plays a significant role in various fields of the economy, such as industry, trade and commerce, transportation, and deposit mobilization etc. They have a great contribution to the agricultural development of our country which is the most important for us. As a leading private commercial bank of Bangladesh Rupali Bank Limited is also serving promising online banking service to its customer. Customers’ interest for online banking service is satisfactory. The charges for online banking service are also very reasonable. Bank will give more emphasize in knowing customer perception. In this reason, bank will know the gap between customer expectation and perception. Customer perceptions are subjective assessments of actual service experience. Bank should identify customer satisfaction and dissatisfaction and also will want to know their expectation. . However, last 10 years it has got tremendous importance over the bank customer and hopefully it will increase day by day after nurture the product by the professional bankers. On a closing note, it should be noted that this research is clearly based on the people live in Narail and thus not represent the people in Bangladesh as a whole. Chapter six QUESTIONNAIRE AND REFERENCES QUESTIONNAIREDear Sir,I am Jubaer Hossain, a student of Marketing Department 3rd batch, University of Barisal. I am completing my internship in Rupali Bank Ltd, Narail Corporate Branch, based on the topic “Customer perception about banking service; A study of Rupali Bank LTD.”. For preparing report I need to conduct a survey. Would you please help me to provide the data asked bellow? I want to ensure that this information only use for academic purpose and will not be disclosed elsewhere. A. Personal information (please put a tick mark where applicable)1) Name :2) Gender : Male Female3) Occupation : Job Holder Student Businessman Others4) Age(Years) : Less than 20 21-30 31-40 More than 40B. Information based on Customer perception : (For this section, please rate how strongly you agree or disagree with each of the following statements by circling the appropriate number from 1 to 5)SL Statements Strongly Agree Agree Neutral Disagree Strongly Disagree5 Bank meets its promised time-frames for Customer responses. (5) (4) (3) (2) (1) 6 Bank is sympathetic and reassuring, when a customer has problems. (5) (4) (3) (2) (1)7 RBL customer services are efficiently working. (5) (4) (3) (2) (1)8 Bank tells customers exactly when the service will be performed. (5) (4) (3) (2) (1)9 It is reasonable to expect prompt service from Bank employees. (5) (4) (3) (2) (1)10 It’s not ok to be too busy to respond promptly to customer requests. (5) (4) (3) (2) (1)11 Bank Employees are trustworthy. (5) (4) (3) (2) (1)12 You feel safe when transacting with employees. (5) (4) (3) (2) (1)13 RBL provides accurate information and offer truthful customer services (5) (4) (3) (2) (1)14 RBL customer services are available at all times when needed (5) (4) (3) (2) (1)15 The banks Physical facilities are visually appealing. (5) (4) (3) (2) (1)16 RBL customer service website is easy to use and navigate. (5) (4) (3) (2) (1)17 Bank gives each customer individualized perception. (5) (4) (3) (2) (1)18 Employees are fully understood the needs of the customers. (5) (4) (3) (2) (1)19 Employees have the best interests of the customers at heart. (5) (4) (3) (2) (1)20 Bank has customer focused values. (5) (4) (3) (2) (1)21 Bank enhances customer’s experience. (5) (4) (3) (2) (1)22 Bank values enhance customer perception. (5) (4) (3) (2) (1)23 I shall recommend about the bank to others. (5) (4) (3) (2) (1)24 Problems are resolved on time. (5) (4) (3) (2) (1)25 It is easy to open account at RBL. (5) (4) (3) (2) (1)26 It is easy to deposit at RBL. (5) (4) (3) (2) (1)27 RBL provide instant customer feedback service through e-mail. (5) (4) (3) (2) (1)28 RBL have adequate promotional programs. (5) (4) (3) (2) (1)29 The bank location is convincing to customer. (5) (4) (3) (2) (1)30 They charge reasonably for their services. (5) (4) (3) (2) (1)31 The price of delivery service is customers friendly. (5) (4) (3) (2) (1)References:? WWW.rupalibank,org? www.Bangladeshbank.org? Services Marketing,sixth edition,written by Ajiay pandit.? Rupali Bank Ltd. (2017), 2017 Rupali Bank Ltd. Annual Report? Wikipedia ? Abed Abedniya and Majid Nokhbeh Zaeim (2011), “Measuring the perceive service quality in the Islamic banking system in Malaysia”, International Journal of Business and Social Science, Vol.2, No.13, PP: 122-135. |