Project Report

On
Service Quality and Service Gap of Dutch Bangla Bank
Limited: A Study on Dhanmondi Branch.

Under the Supervision of

Md. Nur-E-Alam-Siuddique
Senior Lecturer
Faculty of Business
ASA UNIVERSITY BANGLADESH

Prepared By:

Subrota Kumar Roy

ID:15-3-14-0004
Program: MBA
Major in Marketing
Faculty of Business
ASA UNIVERSITY BANGLADESH

Date of Submission: 23rd December, 2016

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 Acknowledgement

First of all, I would like to express my gratitude to Universal and almighty Allah, Who
enables me to accomplish the Project Report successfully with in a dedicated time farm.

I have the immense pleasure and satisfaction to write a few words on the eve of submitting
the report on Project Report that I have been assigned by my supervision Md. Nur-E-
Alam-Siuddique Senior Lecturer- Department of Business Administration, ASA university

Report is not the work of only its author. I could not possibly think all of those marvelous
people who have contributed a lot of personals to prepare this project program period. They
are very special one that it's really tough to ignore their contribution.

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 Letter of Transmittal
Date: 23rd December, 2016

Md. Nur-E-Alam-Siuddique
Senior Lecturer
Faculty of Business
ASA University Bangladesh.
23/3, Khilji Road.
Shyamoli, Dhaka- 1207

Subject: Submission of project report on “Service Quality and Service Gap of Dutch
Bangla Bank Limited: A Study on Dhanmondi Branch”

Dear Sir,

This is my pleasure to submit the report on “Service Quality & Service Gap of Dutch
Bangla Bank Limited: A Study on Dhanmondi Branch”

Which was assigned to fulfill the requirement of MBA program It has facilitate for me to
acquire knowledge and expertise in request of the product, price, promotion also in
connection with these the functions procedures and operational mechanisms of
Sunman Group in the International Market.

I have connected my best efforts to achieve the objective mission of dissertation and hope
that I endeavor shall always purpose. However, I shall always be ready to provide any further
clarification that you may require.

Thanking you,

-------------------------
Subrota Kumar Roy
ID:15-3-14-0004
Program: MBA
Major in Marketing
Faculty of Business
ASA UNIVERSITY BANGLADESH

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 ASA UNIVERSITY BANGLADESH

Certificate from guide

This is to certify that Subrota Kumar Roy, 15-3-14-0004, student of ASA University of
Bangladesh of MBA program, major in Marketing has completed the project work on
“Service Quality and Service Gap of Dutch Bangla Bank Limited: A Study on
Dhanmondi Branch” successfully under my supervision.

I have gone through the final draft of the thesis and approved it for submission.

I wish him every success in life.

Supervisor

-------------------------------------
Md. Nur-E-Alam-Siuddique
Senior Lecturer
Faculty of Business
ASA University Bangladesh.

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 Abstract

The Bangladeshi banking industry is going through turbulent times. With the lowering of
entry barriers and blurring product lines of banks and non-banks since the financial sector
reforms, banks are functioning increasingly under competitive pressures emanating from
within the banking system, from non-banking institutions and from the domestic and
international capital markets. In this cut-throat competition world it is very essential for banks
to maintain a strong base of loyal customer. Managers in the banking sector are under
increasing pressure to demonstrate that their services are customer-focused and that
continuous performance improvement is being delivered. For banks to grow it is essential that
customer expectations are properly understood and measured and from the customers’
perspective, any gaps in service quality to be identified. This information then assists a
manager in identifying cost-effective ways of closing service quality gaps and of prioritizing
which gaps to focus on a critical decision given scarce resources. Service quality has become
an important factor among the customers in banking. For the success and survival in the
banking sector, provision of high service quality is necessary in meeting several requirements
such as customer satisfaction and its consequent loyalty, attracting new customers and to
increase the market share and profitability. The purpose of this paper is to assess the quality
of banking services provided to the management to measure their satisfaction.

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 Table of Contents
Sl. No. TITLE PAGE NO.

Title Page i

Acknowledgements ii

Letter of Transmittal iii

Certificate from guide iv

Abstract v

Table of Contents vi-vii

CHAPTER-1 INTRODUCTION 1-3

1.1 Background of the Study 2

1.2 Importance of the study: 2

1.3 Objective of the Study 3

1.3.1 General Objective 3
1.3.2 Specific Objectives 3
1.4 Scope of the Study 3
CHAPTER-2 LITERATURE REVIEW 4-10
2.1 Literature Review 4-10
CHAPTER: 3 METHODOLOGY OF THE STUDY 10-12
3.1 Methodology of the Study 11
3.1.2 Exploratory Study 11
3.1.3 Questionnaire Design 11
3.1.4 Target Population 11
3.1.5 Sample Size and Technique 11
3.1.6 Sampling Technique 11
3.1.7 Sources of Data 12
3.1.8 Data Analysis tools and technique 12
3.9 Data Collection Instrument 12
CHAPTER-4 Organizational Overview 13-21
4.1 Background of DBBL 14
4.2 Board of Directors 15

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4.3 Introduction of DBBL 15
4.4 Mission 15
4.5 Vision 15
4.6 Organization Structure 16
4.7 DBBL’s Products & Services 17
4.8 SWOT Analysis 18
CHAPTER-5 FINDINGS OF THE STUDY 22-37

5.1 Discussion & Analysis 23

5.1.1 What is Consumer Service? 23

5.1.2 What is Consumer Satisfaction? 23

5.1.3 The five Factors to Consumer Satisfaction 23

5.1.4 Factors that determine service quality and 26

Consumer satisfaction
5.2 Survey Analysis: 27-32

5.3 Findings of the Study 37

CHAPTER-6 CONCLUSION 38-39

6.1 Conclusion 39

6.2 Recommendation 40

References 41

Annexure 42-43

Questionnaire

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