Online Banking One Bank Bd
PART – 1
INTRODUCTORY SECTION
INTRODUCTION
During the last decade, banking became the most competitive industries of Bangladesh with a huge amount of growth. A large number of new banks have made their way in the industry and yet there are more to come. In such a highly competitive service industry, ‘customer satisfaction’ is a very important factor to consider. High customer satisfaction and loyalty give an organization a better base than its competitors and allows it to flourish in the industry.
This project deals with the ‘service quality’ and ‘customer satisfaction’ of ONE BANK LTD. Data has been collected on the basis of the questionnaire and a survey was conducted. Then the results of this survey are analyzed to identify the most important aspects of the service and determine different factors of overall satisfaction. Finally, a set of recommendations is given on the basis of the analysis of the survey, to improve the overall service quality according to customers expectations and thus satisfy its customers better.
OBJECTIVE OF THE STUDY
❖ The main objective of this study is to determine the customers’ expectation level as well as their satisfaction level towards ONE BANK LTD.’s services. ❖ Also, the key attributes that influence customer’s decision in selection of the organization for banking. ❖ Then, based on the customer survey, recommending strategies to improve the overall service standards, of ONE BANK LTD. & thus, increasing customers’ satisfaction level.
SIGNIFICANCE OF THE STUDY
Since, banking industry is a highly service oriented industry, its overall success depends on the customers’ satisfaction regarding its service & perceived image of the banking services. So, no matter how good the bank’s management or employees are, if it can not create a good image in the minds of the customers & can not maintain its standards as promised, then it won’t be able to increase its market share & loyalty among customers.
INTRODUCTORY SECTION
INTRODUCTION
During the last decade, banking became the most competitive industries of Bangladesh with a huge amount of growth. A large number of new banks have made their way in the industry and yet there are more to come. In such a highly competitive service industry, ‘customer satisfaction’ is a very important factor to consider. High customer satisfaction and loyalty give an organization a better base than its competitors and allows it to flourish in the industry.
This project deals with the ‘service quality’ and ‘customer satisfaction’ of ONE BANK LTD. Data has been collected on the basis of the questionnaire and a survey was conducted. Then the results of this survey are analyzed to identify the most important aspects of the service and determine different factors of overall satisfaction. Finally, a set of recommendations is given on the basis of the analysis of the survey, to improve the overall service quality according to customers expectations and thus satisfy its customers better.
OBJECTIVE OF THE STUDY
❖ The main objective of this study is to determine the customers’ expectation level as well as their satisfaction level towards ONE BANK LTD.’s services. ❖ Also, the key attributes that influence customer’s decision in selection of the organization for banking. ❖ Then, based on the customer survey, recommending strategies to improve the overall service standards, of ONE BANK LTD. & thus, increasing customers’ satisfaction level.
SIGNIFICANCE OF THE STUDY
Since, banking industry is a highly service oriented industry, its overall success depends on the customers’ satisfaction regarding its service & perceived image of the banking services. So, no matter how good the bank’s management or employees are, if it can not create a good image in the minds of the customers & can not maintain its standards as promised, then it won’t be able to increase its market share & loyalty among customers.