Level of Customer Satisfaction at the Primer Bank Ltd. and what should be done to Improve

Abstract

The main part or objective of this repot is to find out the present level of customers satisfactions Premier Bank and what should be done for further improvement. For every bank and financial institution it is very important to satisfy their current customers and attract potential customers by providing new and innovative services. That's why banks are changing their way of service for customers, recruit good employees and trained them about customer's relationship management. Unsatisfactory service may cause negative word of mouth about the company and thus can be extremely detrimental because it can reinforce the customer's feelings of negativism and spread that negative impression to other present and potential customers. To find out the level of customer satisfaction, I have chosen the Questionnaire research methodology. Questionnaire of the Survey covered the technique Process, People, Physical Evidence, Products and other issues that this bank uses in providing their customer services. For time and cost limitation I have to limit the sample size to 51. Data has been analyzed through various statistical methods like-Multiple Regression Analysis, Discriminant Analysis Wilkis Lamda, Factor analysis etc. The major finding of the analysis is that present level of satisfaction of the customers is 72.55%. Customers are satisfied with the manner & etiquette of the employees, branch environment, online service, time to complete a service etc, but less satisfied with the branch location, customer reception, and product verities. At the end of the report some recommendations regarding improvement of skill of the employees, selection of branch location, online service facility enlargement, logistic support to faster the service, promotional activities and more to improve the customer service and to remove the problems that the bank has in customer services.