Customer Satisfaction on Services provided by the Standard Bank Ltd.

,
Dhanmondi Branch

Prepared by
Asif Mahmud khan
ID: 122011101

Supervised by
NafeesImtiaj Ahmed
Lecturer & Coordinator, BBA Program
School of Business
ULAB

Submitted in Partial Fulfillment of the Requirements for the Degree

Bachelor of Business Administration

April 2016

Customer Satisfaction on Services provided by the Standard Bank Ltd.,

Dhanmondi Branch

Internship Report Approval Form

Student Name:Asif Mahmud Khan

ID No. 122011101

Major: Marketing

Year: 2016

Local Phone: 01704091220

Email: Mahmud.khan.bba@ulab.edu.bd

INTERNSHIP/PROJECT INFORMATION

InternshipOrganization: Standard Bank Ltd., Dhanmondi Branch, Dhaka.

Internship Report Topic: Customer Satisfaction on Services provided by the Standard Bank
Ltd.,Dhanmondi Branch
_____________________________________________________________________________________
Semester (Tick one): Spring 2016
Summer 2016
Fall 2016
--------------------------------------------------------------------------------------------------------------------------SUPERVISOR APPROVAL
(Please place a Tick)

Approved

Not Approved

Partial Re-write

Full Re-write

Remarks (If Not Approved/Pretrial/Full Rewrite): _____________________________________________

_____________________________________________________________________________________________
______________________________________________________________________________
Signature: _________________________________________________
Name: NafeesImtiaj

Ahmed

Title:

Date: 19.04.2016

Lecturer & Coordinator, BBA Program

School of Business
ULAB

E-mail: Nafees.Imtiaj@ulab.edu.bd

Phone: _____________________

PLAGIARISM DECLARATION

1. I know that plagiarism means taking and using the ideas, writings, works or inventions of another
as if they were ones own. I know that plagiarism not only includes verbatim copying, but also the
extensive use of another persons ideas without proper acknowledgement (which includes the
proper use of quotation marks). I know that plagiarism covers this sort of use of material found in
textual sources and from the Internet.

2. I acknowledge and understand that plagiarism is wrong.

3. I understand that my research must be accurately referenced.

4. This assignment is my own work, or my groups own unique group assignment. I acknowledge
that copying someone elses assignment, or part of it, is wrong, and that submitting identical work
to others constitutes a form of plagiarism.

5. I have not allowed, nor will I in the future allow, anyone to copy my work with the intention of
passing it off as their own work.

Name:

ASIF MAHMUD KHAN

ULAB ID # 122011101

Signature

Date: 19.04.2016

Executive Summary
This internship report contains an organizational study done at Standard Bank Ltd., Dhanmondi Branch.
The title of the report is Customer Satisfaction on Services provided by the Standard Bank Ltd.,
Dhanmondi Branch
This internship report gives an overview on overall banking sector and profile of Standard Bank Ltd., and
also the awareness of the customers about several kinds of products and services offers by the Standard
Bank Ltd., Dhanmondi Branch.
This overall study helped to find out customer satisfaction regarding Standard Bank Ltd., Dhanmondi
Branch and also may give soluations how they can increase their customer satisfactions.
SBL must advertise regularly and create brand value for its products and services because competitors
like City Bank, Prime Bank, Exim Bank, etc. already branding & promoting themselves through bill
boards, TV advertisements. Most of the Bangladeshi people have not that much positive perception about
the private banks of Bangladesh.

Table of Content
Topic
Part A

Part - B

Page Number
Chapter One

Organizational Profile

01

SWOT Analysis

02

Five Forces Model

03

Chapter Two

Interns Roles & Responsibilities

04

Chapter Three

Observations

05

Recommendation

05

Conclusion

06

Research Design - Background of the study

07

Statement of the problem

08

Objectives of the study

08

Methodology

09

Chapter Two

Theoretical background

10

Chapter Three

Analysis

11-17

Findings of the study

18

Recommendations

19

Conclusion

20

References

21

Chapter One

Chapter 04

Part A
Chapter 01
Organizational Profile
Standard Bank Ltd.
The Standard Bank Ltd. (SBL) was incorporated as a public limited company on May 11, 1999 under the
Corporate Act, 1994 and the bank achieved its satisfactory progress from its commercial operations on
June 03, 1999. The Standard Bank Ltd. has enhanced opportunities on banking activities in Bangladesh. It
has now 2 subsidiary company and 104 branches all over the country. The Corporate Slogan of SBL is
Setting a new Standard in Banking. SBL introduced several new product and extended loans on
credit to different sectors of the economy. Besides, the bank has already introduced real on line banking
and now it is fully auto mated. It also goes for corporate and retail banking, etc. the Standard Bank also
participated in fund syndication with other banks. This kind of activities helps SBL to create impact in the
banking sector of Bangladesh.
The vision of the Standard Bank Ltd., is to be a modern Bank having the object of building a sound
national economy and to contribute significantly to the Public Exchequer.
The mission of SBL is to be the best private commercial bank in Bangladesh in terms of efficiency,
capital adequacy, asset quality, sound management and profitability.
Standard Bank Limited has been awarded as Maximum Income TAX Payer Organization for the TAXyears 2012-13 and 2013-14 consecutively. Standard Bank Limited has won the Third Best Corporate
award of 2013 from The Institute of Cost and Management Accountants of Bangladesh (ICMAB).
Target or objectives set by The Standard Bank Ltd.;

To be a dynamic leader in financial market in innovating new products as to the needs of the
customers.
To earn positive economic vale addition (EVA) every year.
To be on top in respect of cost efficiency all commercial banks in Bangladesh.

SWOT Analysis on Standard Bank Ltd.

Strength
Wide brand image.
State owned bank.
Rural people trust and belief about SBL.
A strong presence in corporate banking in Bangladesh.
High commitment for the SBL customers.

Qualified and experienced persons in the bank.

Weakness
Lack of absence in service providing mentality in employees.
Absence of IT applications.
Lack of promoting the banking services towards the market.
Dependency on head office.
Lack of motivation of workers.

Opportunities
Targeting the new business sectors in the country.
Demand of credit financing.
Demand of small enterprise financing.
Demand of taking LCF, Loans by the local organizations for entering into the market.
Demand of remittance facility.

Threats
Enters of new local & foreign banks with new innovative products and services.
Certain changes of needs of the customers.
Certain changes of the economy of the country.
Certain applying rules and regulations of Bangladesh Bank.

Five Forces Model.

Suppliers power:
Banks primary resource is the capital of the bank and the main supplier of this capitals are deposits of the
customers, loans from the other financial institutions, mortgages and loans. The bank needs to utilize
these suppliers to ensure that they have enough capital for providing services to customers. The power of
the supplier is mostly based on the market which can be high or low.
Buyers power:
The major factor affecting the buyers power to banking industry is relatively high switching cost. For
this reasons customers always try to switch banks. Internet makes the work easy for the customers. It
increases the power of customers for comparing the cost of holding or opening accounts or other services
offered by bank.
Competitive rivalry:
Now a days banking industry is highly competitive. Banks are always keep prepare themselves for
compete with other banks and grave the customers. They are doing this by attracting and covens the
customers in many ways. This competition often refers which bank prefers faster and better services to
their customers than others. For competing with each other the banks now focus on promotional activities.
The Standard Bank Ltd. should also focus on promotional activities to compete in the banking industry.
Threats of new entry:
The economic condition of Bangladesh is good. As a result in last few years the banking industry is
growing very fast. Lots of local and foreign banks enter in Bangladesh. Still many banks wait for
government permission to enter in Bangladeshi banking industry. It creates competition in banking
industry.
Threats of substitutes:
Sometimes in banking industry the threats of substations are not from the rival banks but from the others
financial institutes. Some services like; insurance, mutual funds, fixed income securities, etc. offered by
those finical institutes this creates threat for the banks. Sometimes big product producer gives lower
interest rate on payments or offering different paying system for the customers. As a result people
decrease their thoughts from taking loans from the banks for buying those products.

Chapter 02
Interns role & responsibilitys
I joined as an intern in the Standard Bank Ltd.; Dhanmondi Branch for the period of 3 month. After
joining there they appointed me on foreign exchange department of the branch. It was a nice and well
learning experience for me. After worked in this department I able to know how the foreign exchange
department of this bank. I do several works in foreign exchange department. For example; TM entry,
L/C& imp from fill up, etc. when anyone need dollars for going abroad they usually come to us for
endorse dollars from us. For this reason they need to fill up a TM from which is given by the bank. When
they came to us my job was given a TM from to them so that they can fulfill all the requirements of TM
from. When they return it to us my job was recheck them and then post those TM from details on
Bangladesh Bank Online server. I also do fill up L/C& Imp from. The customers who have L/C account
in our bank they usually takes this L/C& Imp from. These customers are the local exporters who usually
exports goods from foreign countries. My job responsibility was every time when they came to us I give
them an L/C& Imp from after put the L/C number in a register book. Then after few days they return
them with other documents. Then I have to recheck them & put all the documents in a file. Sometimes my
responsibility was register the foreign documents into a register book after it was mark and received by
the branch manager. Without those works I help my seniors of foreign exchange department for different
works, like; file binding, taking signatures for different purpose from officials etc.

Chapter 03
Observations
I joined as an intern in the Standard Bank Ltd.; Dhanmondi Branch for the period of 3 month. It was a
very learning experience for me. All the employees of the branch are very friendly and helpful. Every day
I observed their works and always try to learn from them. I do my works properly given by them to me.
They help me in my works if I face any problem. They taught how to do different banking works very
nicely and sincerely. They are friendly and well behaved to their customers. They pray together in prayer
time. They do lunch together. The manager who is the head of the branch is friendly to all his colleges.
He always ready to help the people who works under him. All the employees come on time every day.
But I noticed some problems in this intern period there. One of the major problems is infrastructure of the
branch. The branch is not so big. Its very small. Many times people who works there fell uncomfortable
do works. Also there is not enough setting arrangement for the customers. As result employees most of
the times unable to maintain the service giving time and customers have to wait for long and stand for
taking services. Another thing I noticed was employees dependency on head office for their work. They
dont have many facilities for finish their work by themselves.

Recommendations
The bank should focus on improving their infrastructure.
The bank should focus on motivating their employees more effectively.
The bank should improve their facilities and reduce dependency on head office.
The bank should improve their relationship with customers by promotional activities.

Conclusion

At this concluding part of my report I would like to say that I was learnedform the Stand Bank
Ltd.They are doing their job nicely with their slogan Setting a new Standard in Banking. In
Bangladeshi economic sectorThe Standard Bank Ltd. is in a very good position. I was happy that I am
able to work there. I enjoyed my work there. Employees are very much friendly. This internship
experience will help me in future a lot. In this period of time I not just learn about the banking works,
their problems also got the knowledge about the customers and the employeesbehavior. This will help
me in future whether I am doing a job or a business.

Part B
Chapter 01:
Research Design
Background of the Study
Customer satisfaction is a way of identify the performance of any organizations. It helps the organization
as well as the employs to motivate them to increase their performance towardsproviding customer service.
Customer satisfaction is animportantelement for the banks at present. They use it to finding out their day
to day performance. It is important for the bank because at present competitiveenvironment of banking
industry banks not only compete with the other banks but also with the other non banking financial
organizations. Keeping their customers from moving to those organizations is only possible by the
customer satisfaction. Providing a better customer service makes the customer satisfied. Banks need to
identify those ways of making their customer satisfied. This mostly involves on employees performance
and professionalism, willingness to solve customer problems, level of knowledge, friendliness,
communication skills, etc.
Most of the banks provide same service or products. As a result customer satisfaction is also a way to
compete with others also retains the customers. Customer retention is important because keeping an old
customer is more challenging rather than creating a new customer. If you able to satisfy your customers
who having with you for a long time than it create a word of mouth which will help the banks to increase
their values.

Statement of the problem

Most of the times buying behavior of the customers influence by their expectations. These expectations of
customers relate the services providing by the bank. Expectation level of customer to customer is different
buteveryone wants that bank should provide them services which can satisfytheir needs up to their
expected level to a higher level for higher satisfaction. Sometimes the customer satisfaction level affected
by the quality of services like; experience with the employees of the bank. As the competition in the
banking industry of Bangladesh is now so strong.Customer satisfaction is now a much more important
factor or a way of achieving success in this competitive field. This situation helps to study the customer
satisfaction level on bank.

Objectives of the study

Try to know the observation and satisfaction level of the customers regarding Standard Bank
Ltd., Dhanmondi Branch.
To identify the customer awareness regarding the bank.
To know the customer level of interest regarding the services provided by the bank.
To identify the customers performance regarding banking services.
Try to know the problems face by the customers.
Try to know what kind of services or products the wants from the bank.
Try to know the suggestions of customers for how to devlop the bank.

Research Methodology

Research is a medium through you can get specific information of something. Set up a design of
the method for collecting information, implements those collecting data then analysis the results
and findings.
Research problem is the one which require researcherfor find out the best possible
solutionsforthose problems.
A research design helps to find out sources to solve those research problems it also ensure that
research project is conducted effectively and efficiently. A research design is involving in
defining the needed information, design the research, and specify the research procedures.
Collecting questions from collected data organize the data sampling process and lastly develop a
proper for data analysis.
Data collection:
Form the objective of the study we need both primary & secondary data for achieving them. so
primary and secondary data is use for the research.
The primary data was collected to measure the customer satisfaction and perception regarding
the standard bank ltd. Primary data collected through questionnaires and analysis was done by
the mode of the customers. The questionnaires are made in a way so that customer satisfaction
level can be justified and customers fill free to answers those questions. The purpose of
collecting the secondary data is to know recent trends and developments taking place in banking.
Sampling:
32 customers of Standard Bank Ltd., Dhanmondi Branch were selected for identifying the
customer satisfaction level in Standard Bank Ltd.

Chapter 02
Theoretical background
What is customer satisfaction?
Customer satisfaction is an important issue now days. It is a mostly used marketing term. Customer
satisfaction refers to how much satisfy the customers with the products and services they received from
the organizations who provides the products and services to them. Customer satisfaction depends on both
customer experience and expectations. Most of the time organizations do survey on their customers who
taking services or products from them. It will help the organizations in many ways like; identify the
loyalty of the customers, identifying is the customers happy or uncomfortable to your service, decreasing
the negativity in the organizations, developing services and the facilities, not only holding the present
customers also for creating new customers, motivating customers, etc.
Why customer satisfaction is important in bank?
Banking industry is facing a rapidly changing market and this changecreates lots of new challenges. Bank
is a service oriented organization. Therefore the customer is the focus, and customer satisfaction is
differentiating factors. In last few years baking industry in Bangladesh has changed. As a result the
customer satisfaction level also changes. Customers no longer want to wait for long for taking services
from the banks, they want quick transaction services. As a result banks are aim to provide those services
quickly to their customers.

10

Chapter 03
Analysis
After collecting the data the analysis was done manually through graphic methods.
1. Yearly Income range (approximately)
Less than 50000

08(25%)

100000-150000

05(15.625%)

50000-100000

12(37.5)

More than 150000

07(21.875%)

Yearly Income range (approximately)

21.88%

Less than 50000

50000-100000

25%

100000-150000

15.63%

More than 150000

37.50%

Analysis:From the graph we can see that majority of 37.5% customer whos income range (50000100000) TK are part of the Standard Bank Ltd.Dhanmondi Branch. 25%customerswhose income range is
less than 50000 TK are part of the Bank.15.63% customers whose income range is 100000-150000 TK
are part of the Bank.21.88% customers whose income range is more than 150000 are part of the Standard
Bank Ltd. Dhanmondi Branch.
2. How long you have been a client of Standard Bank Dhanmondi Branch?
Less than 6 month

02(6.25%)

Less than 2 years

09(28.125%)

Less than 1 year

07(21.875%)

More than 2 years

14(43.75%)

How long you have been a client of Standard Bank

Dhanmondi Branch?
6.25%
21.88%

Less than 6 month

Less than 1 year

43.75%

Less than 2 years

More than 2 years

28.13%

11

Analysis: From the graph we can see that majority of the customers 43.75% are part of this the Standard
Bank Ltd. Dhanmondi Branch more than 2 years. 28.13% of the customers is part of the Bank less than 2
years. 21.88% customers is part of the Bank less than 1 year. 6.25% of the customers is part of the Bank
less than 6 month.
3. Which of the following service do you take from the bank?
Loan

05(15.525%)

School banking

03(9.375%)

Other

07(21.875%)

Savings

13(40.625%)

Locker service

04(12.5%)

Fix deposits

06(18.75%)

Which of the following service do you take from the bank?

18.75%

15.53%

Loan

Savings
21.88%

40.63%

School banking
Locker service
Other

12.50%

Fix deposits

9.38%

Analysis: From the graph we can see majority of the customers 40.625% are using Savings A/C. 15.525%
customers is using Loan A/C. 9.375% customers are using School Banking A/C. 12.5% customers are
using Locker Service. 18.75% customers are using Fixed Deposits. 21.875% customers are using other
services from the bank.
4. Which of the following service do you fill interested to take from the bank in future?
Loan

12(37.5%)

School banking

Savings

07(21.875%) Locker service

04(12.5%)

Other

03(9.375%)

07(21.875%) Fix deposits

04(12.5%)

Which of the following service do you fill interested to take from the bank in
future?
12.50%
9.38%
Loan
Savings
37.50%

School banking

Locker service

Other

Fix deposits

21.88%
12.50%

21.88%

12

Analysis: From the above graph majority of customers 37.5% wants to take Loan A/C in future.21.88%
wants to take Savings A/C in future. 21.88% wants to take Locker service in future. 12.5% wants to take
School Banking A/C in future. 12.5% wants to take Fixed Deposits in future. 9.38% wants other services
in future.
5. Which of the following service do you think is best in this bank?
Loan

10(31.25%)

School banking

Savings

11(34.375%) Locker service

02(6.25%)

Other

06(18.75%) Fix deposits

06(18.75%)
03(9.375%)

Which of the following service do you think is best in this bank?

9.38%

Loan

18.75%

Savings

31.25%

School banking

18.75%
34.38%

Locker service
Other
Fix deposits

6.25%

Analysis: From the graph we can see that majority of customers 34.38% prefer Savings A/C is the best
service provides by the Standard Bank Ltd. Dhanmondi Branch. 31.25% prefer Loan A/C is the best
service provides by the Bank. 18.75% prefer Locker Service is the best service provides by the Bank.
00% prefer School Banking is the best service provides by the Bank. 9.38% prefer Fixed Deposit is the
best service provides by the Bank. 18.75% prefers other services of the Standard Bank Ltd. Dhanmondi
Branch is the best.
6. What type of extra services would you like to take from the bank?
Mobile banking

07(21.875%)

Online banking

14 (43.75%)

None of them

00 (00%)

ATM

09 (28.125%)

Bill payments

11 (34.375%)

All of them

01(3.125%)

13

What type of extra services would you like to take from the bank?
0%3.13% 21.88%

Mobile banking

34.75%

ATM
Online banking
43.75%

28.13%

Bill payments
None of them
All of them

Analysis: from the graph is clear that majority 43.75% of the customers go for Online Banking as their
extra service from the Bank. 34.75% of the customers go for Bill payments as their extra service from the
Bank. 28.13% of the customers go for ATMas their extra service from the Bank. 21.88% of the customers
go for Mobile Bankingas their extra service from the Bank. 3.13% of the customers go for above all extra
services.
7. How many times you take services from the branch in a year?
Once in a month

09 (28.13%)

Twice in a month 06(18.75%)

2 times in a year

04(12.5%)

Other

After every 2 moths

08(25%)

How many times you take services from the branch in a year?

15.63%
28.13%

Once in a month
2 times in a year
Twice in a month

25%

Othe

12.50%

After every 2 moths

18.75%
Analysis:From the graph we can see that majority of 28.13% customers take services once in a month
from the Bank. 18.75% the customers take services twice in a month. 15.63% customers take services
after every 2 month. 12.5% the customers take services 2 times in a year. 25% the customers take services
others which means they have not any fix time for take service from the Bank.
8. What is the reason of attraction to this bank?
Its image

09(28.13%) Near to home

12(37.50%) All of them

Its service

11(34.38%) None of them

00(00%)

03(9.38%)

14

05(15.63%)

What is the reason of attraction to this bank?

0% 9.38%

Near to home
Its image

37.50%

34.38%

Its service

28.13%

None of them
All of them
Analysis: From the graph it is clear that most of the customers 37.5% attract to this bank because its near
to their home. 34.38% of customer became part of the Standard Bank Ltd., Dhanmondi Branch because of
its service. 28.13% of customer became part of the Bank because of its image. 9.38% of customer became
part of the Bank because of all of the above reasons.

9. What type of problems do you face by taking services from the bank?
Customer relationship with the employee

06(18.75%)

Maintaining of time

09(28.125%)

Infrastructure

14(43.75%)

Others

04(12.5%)

What type of problems do you face by taking services from the bank?
12.50%

18.75%

28.13%

Customer relationship with the employee

Infrastructure
Maintaining of time
Others

43.75%
Analysis: from the graph its clear that majority of the customers 43.75% identify infrastructure as a
problem in the Bank. 28.13% says maintaining of time. 18.75% says customer relationship with the
employees. 12.5% says other problems.

15

10. Are you satisfied by gating the service from the bank?
Highly satisfied

04(12.5%)

Satisfied

16(50%)

Mutual

08(25%)

Dissatisfied

02(6.25%)

Strongly dissatisfied

02(6.25%)

Are you satisfied by gating the service from the bank?

6.25% 6.25% 12.50%

Highly satisfied
Satisfied

25%
50%

Mutual
Dissatisfied
Strongly dissatisfied

Analysis: from the graph its clear that majority of the customers 50% is satisfied by gating service from
the Bank. 12.5% customers are highly satisfied. 25% customers showing their satisfaction level mutual.
6.25% customers say they are dissatisfied by gating services from the bank. 6.25% customers say they are
strongly dissatisfied by gating services from the bank.

11. Are you happy with the employees behavior?

Highly satisfied

05(15.63%)

Satisfied

13(40.63%)

Mutual

07(21.88%)

Dissatisfied

04(12.5%)

Strongly dissatisfied

03(9.38%)

Are you happy with the employees behavior?

9.38%

15.63%

12.50%

Highly satisfied
Satisfied

21.88%

40.63%

Mutual
Dissatisfied
Strongly dissatisfied

16

Analysis: from the graph its clear that majority of the customers 40.63% is satisfied by gating service
from the Bank. 15.63% customers are highly satisfied. 21.88% customers showing their satisfaction level
mutual. 12.5% customers say they are dissatisfied by gating services from the bank. 9.38% customers say
they are strongly dissatisfied by gating services from the bank.

17

Findings of the study

Finding regarding this survey study are given bellow;
Most of the customers are satisfied by getting service from this bank.
Customers of the bank are satisfied with the employees behavior.
Most of the customers taking services from this bank more than 2 years.
Mostly taking service from this bank is Savings A/C.
In future customers prefer taking loans A/C from the bank.
Loans and savings a/c are the most favorite banking services for the customers.
Majority of the customers preferred extra service is Online Banking.
Majority of the people says they are attracting to the Standard Bank Ltd., Dhanmondi Branch because
its near to their home and its service.
Major problems faces by the customers in this bank are its infrastructure. They say this branch of this
bank is small and many times they face problems because of it.

18

Chapter 04

Recommendations
The Standard Bank Ltd should try to focus on promotional activities.
The Standard Bank Ltd need to focus and give efforts on improving good relationship with their
customers.
The Standard Bank Ltd should focus on improving their services according the needs of their
customers.
The Standard Bank Ltd should focus on making awareness to their customers about their services of
the bank.
The Standard Bank Ltd should focus on improving their facilities like; infrastructure.
The Standard Bank Ltd should focus on giving the best service in less time to their customers.

19

Conclusion
At the end of my report I would like to conclude that the banking sector of Bangladesh are impressively
developing is last few years and also the satisfaction level of the bank customers. Lots of new local and
international banks come to this country for providing banking services for the people of Bangladesh. The
Standard Bank Ltd is in very well position among the local banks. This report showed most of the
customers are satisfied with the services of this bank but the bank should focus on developing needs of
the other people who are not satisfied with the services providing by the Standard Bank. Also Standard
Bank needs to focus and make a good promotional strategy to attract peoples toward their bank. They can
take many steps to maintain good relationship with their customers. I think this report will help them to
improving their customer satisfaction level.

20

References
Retive Date: 15 April 2016
http://bankinfobd.com/banks/42/Standard_Bank
Retive Date: 07 April 2016
http://blog.clientheartbeat.com/why-customer-satisfaction-is-important/
Retive Date: 10 April 2016
https://csbcorrespondent.com/blog/how-and-why-measure-customer-satisfaction-banks
Retive Date: 10 Feburary 2016
http://www.standardbankbd.com/

21

Questionnaire

1. Yearly Income range (approximately)

Less than 50000

100000-150000

50000-100000

More than 150000

2. How long you have been a client of Standard Bank Dhanmondi Branch?
Less than 6 month

Less than 2 years

Less than 1 year

More than 2 years

3. Which of the following service do you take from the bank? (multiple ticks if applicable)
Loan

School banking

Other

Savings

Locker service

Fix deposits

4. Which of the following service do you fill interested to take from the bank in future?
(Multiple ticks if applicable)
Loan

School banking

Other

Savings

Locker service

Fix deposits

5. Which of the following service do you think is best in this bank? (multiple ticks if applicable)
Loan

School banking

Other

Savings

Locker service

Fix deposits

6. What type of extra services would you like to take from the bank? (multiple ticks if
applicable)
Mobile banking

Online banking

None of them

ATM

Bill payments

All of them

7. How many times you take services from the branch in a year? (multiple ticks if applicable)
Once in a month

Twice in a month

2 times in a year

Other

After every 2moths

8. What is the reason of attraction to this bank? (multiple ticks if applicable)

Its image

Near to home

Its service

None of them

All of them

9. What type of problems do you face by taking services from the bank? (multiple ticks if
applicable)
Customer relationship with the employee

Maintaining of time

Infrastructure

Others

22

10. Are you satisfied by gating the service from the bank?
Highly satisfied
Satisfied
Mutual
Dissatisfied
Strongly dissatisfied

11. Are you happy with the employees behavior?

Highly satisfied
Satisfied
Mutual
Dissatisfied
Strongly dissatisfied

23