| dc.description.abstract | A bank is a financial institution that brings together depositors and borrowers for
giving/receiving surplus and deficit funds respectively. The objective of a bank is to make a
profit while acting as a middle man between the above-mentioned parties. In the present
situation of the banking sector is walking with competitive advantage, inspired way, just like a
panorama of a race to reach the leading position of the banking. Most of the bank now
concentrates of marketing feasibility to earn and generate opportunity to hold existing to keep
loyal customers, in the business humanity believed that loyal customers increase the
forthcoming gainful revenue. In this report I am trying to focus about the wide consumer
expectation, perception and its implementation possibility for the BRAC Bank PLC to
overcome the all kinds of customer objections for the service failure and weakness.
First part of this report is based on the introduction which includes topics like origin, objective,
background, methodology, limitation of the study. Basically, it defines the way and background
of the study to prepare the report. In the next part of the report highlights a brief background of
BRAC Bank, with their mission, vision, objective, business strategies. And also providing a
brief summary of all retail product and services offered by the BRAC Bank PLC.
Next part is basically about the tasks done by me during the thesis report. A questionnaire was
used to collect data from the Local clients, regarding services and solutions that are offered by
the institution to its customers. Data from surveys and interviews of the Bank’s customers have
been used to investigate clients' views regarding the quality and standard of the services; to
identify the gaps between the services that clients want and to suggest ways of improving the
services. These data were analyzed using different statistical software’s like SPSS and MS
Excel.
This report is also consists of all the findings of the report provided with some recommendation
in order to improve customer service quality as well as customer satisfaction level based. | en_US |
