Introduction

Customer satisfaction is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within a business. So, assessing the level of customer satisfaction actually helps to measure an organizations position in business. Ive measured the customer satisfaction level of Agrani Bank Limited

Ive calculated the Customer Satisfaction Index by using SERVQUAL instrument having 22 statements on service quality dimensions through face to face interviews with the accountholders of the bank. The study shows that customers conceive this bank as reliable in getting accurate promised services, problem solving and in maintaining error free record. They also believe that there is assurance of competency, courtesy, credibility & security by the bank. They are also satisfied by the tangible appearances of the bank. But the customers are not enough satisfied in getting personal attention and they think that employees do not understand their specific needs. They also think that the employees are not enough responsive in providing prompt services and in informing that exactly when service will be provided.

On the basis of conducted Key Informants Interviews, the quantitative study result and my observation I believe that appointing more employees under General Banking department, maintaining time slots for each customer to serve, setting up of electronic calling machine for cash counter, setting up of query desk, replacement of core banking software by better one, regular arrangement of employee training workshops, appointing female employees, etc. will help to increase the satisfaction level of the customers of the bank.

Objective(s) of the Study

Broad Objective- To identify the satisfaction level of its customer and Quality assurance of Agrani Bank Limited Specific Objectives- There are some specific objectives to properly doing the report. a) Find out the banking activities of Agrani Bank Limited. b) Identify the satisfaction level of its customer. c) To know the quality level of Agrani Bank Limited. d) To find out their contribution towards the customers.

Methodology
In this report the type of data is qualitative and there are mainly two sources I have used to prepare the report properly. The sources are given below:

Primary- The face-to-face interview was taken, where one person-the interviewer, asks the respondent

Secondary- I have collected some information from the internet. I also took some information from the book.

Company Profile
A Brief Overview of Agrani Bank Limited Agrani Bank Limited, a leading commercial bank with 878 outlets strategically located in almost all the commercial areas throughout Bangladesh, overseas Exchange Houses and hundreds of overseas Correspondents, came into being as a Public Limited Company on May 17, 2007 with a view to take over the business, assets, liabilities, rights and obligations of the Agrani Bank which emerged as a nationalized commercial bank in 1972 immediately after the emergence of Bangladesh as an independent state. Agrani Bank Limited started functioning as a going concern basis through a Vendors Agreement signed between the ministry of finance, Government of the People's Republic of Bangladesh on behalf of the former Agrani Bank and the Board of Directors of Agrani Bank Limited on November 15, 2007 with retrospective effect from 01 July, 2007. Agrani Bank Limited is governed by a Board of Directors consisting of 13 (thirteen) members headed by a Chairman. The Bank is headed by the Managing Director & Chief Executive Officer; Managing Director is assisted by Deputy Managing Directors and General Managers. The bank has 11 Circle offices, 25 Divisions in head office, 56 zonal offices and 878 branches including 27 corporate and 40 AD (authorized dealer) branches.

Agrani Bank follows a hierarchy in a systematic manner, which helps the bank to successfully run their activities to monitor all their activities and overcome all the barriers. The hierarchy of Agrani bank is given below:

Figure: Hierarchy of Agrani Bank Limited.

Services of Agrani Bank Limited Agrani Bank was nationalized after liberation of Bangladesh. It started functioning as a commercial bank in 1972 and continued as a public sector bank till 16 May, 2007. On 17 May the bank started the third chapter of its life as a limited company. The bank now performs its commercial banking operation through 873 outlets all over Bangladesh under the leadership of a 13 member Board of Directors. The services and products of Agrani Bank are possible to classify in the following broad divisions: Personal Corporate Business Agri &Rural SME Merchant NRB Islami Personal Banking Personal banking products are Deposit, Loan and Card services offered by ABL. Deposit services are Savings bank account, fixed deposit receipt, Pension sanchay scheme. These schemes enhance small savings of limited income people to be accumulated. Loan products at personal level are Home loan, Consumer loan, and Advance against salary. These programs help to achieve your dreams just in time and at a minimum effort.

Agrani Bank presents Debit card for the clients sharing a network with other four renowned banks of the country. Fees for the card are nominal. You may have a debit card from ABL and enjoy a life free from any tension of carrying cash.

Corporate Banking Agrani Bank provides deposit services like Current account and Fixed deposit for its corporate clients. On the other hand it arranges funds through syndication of banks for big, corporate projects. Thus the bank is contributing to uplift the national economy to a higher level. Business support With a view to building up a fund of Tk. 500 crore for financing industrial projects, ABL introduced Agrani Bank Shilpa Unnayan Bond in 1999. There are two types of bonds, 5 and 7 years. The lowest denomination is Tk. 50,000 and highest one is of Tk. 500,000. Interest rate is good enough to attract people. Major credit Schemes for business people are Industrial Credit, Trade Finance, Import Finance and Export Finance. If you are a deserving candidate for any of them, or you need any documentary support from Agrani Bank, you may pay a visit to any branch of ABL. Agri & Rural Banking Now bottom line farmers may have a bank account depositing Tk.10 only. Agrani Bank provides this service to rural Bangladesh. Young generation intending to go abroad for jobs may have loan for their air tickets and other expenses against nominal securities. Other rural economical activities are also supported by Agrani Bank credit programs. The areas addressed are Cultivation (flower and others), Fisheries, Poultry, Purchasing Agri and irrigation machinery and ploughing animals. So it can be said that ABL is working to promote economic growth of Bangladesh from the very grass root level which is 80% of national economy. SME Banking Small and medium enterprise of the country is one of the deserving sectors for financial support. Agrani Bank justifiably provides credit to them under different schemes. ABL launched a joint venture program named Small Enterprise Development Program (SEDP) with NORAD, a Norwegian agency in 1995. This program was implemented in greater Mymensingh and Faridpur districts. The target fields were rice mill, oil mill, and nursery,

repairing shops, fishery, weaving and many more. The bank is presenting micro credit and other supports to land less day labor for alleviation of poverty by generating employment. Agrani Bank had designed some programs in collaboration with other agencies. One such program is Employment Generation Project for Rural Poor (EGPRP). This program was launched in 1995. All these programs are very much favorable to the micro enterprises and the poor. Terms and conditions are also customer friendly and easy to follow. Banking for NRBs Nonresident Bangladeshis now get banking facility through Agrani Bank. They may have an account in taka; they may invest in Dollar Bonds. They are also allowed to have an F/C account. If you are one of them you can avail these opportunities. Your nominees are also entitled for these scopes. Merchant Banking The merchant banking unit of Agrani Bank was turned into a subsidiary entity in 2009 and named as Agrani Equity & Investment Limited. This unit serves Issue management, Underwriting and Portfolio management functions. Islami Banking Among the nationalized banks Agrani was the first to introduce Islami Banking service. Agrani Bank provides completely interest free Shariah based banking to the clients. Deposit services offer interest free profit in compliance with Shariah. If you desire to get Islami banking service you are welcome at its Islami banking unit in its H/Q. Agrani Bank, as per its slogan, is always beside the people in their struggle to come up with sustainable economic growth for themselves and for the nation.

Analysis Part
1. Do you have account on Agrani Bank? 7

1. Do you have account on A grani Bank?

Yes N o T otal

Y es 38% Total 50% N o 12%

According to the table, you can see that, 38% have account on Agrani Bank Ltd and rest of 12% dont have account. 2. Management system of Agrani Bank is well mannered.
2. Man agem en t system of Agran i B ank is w ell m an nered .
T otal 50% Agree 25% Stron gly Ag ree 12%

Strongly Disagree 3%
A gree Neutral

0%

0% Disagree 5%

Neutral 5%

S trongly A gree Dis agree Total

S trongly Disagree

According to the table, you can see that, 25% respondents agree with the statement and 12% strongly agreed. So it can be easily said that, most of the respondents think the management system of Agrani Bank is well mannered. 3. The customer service of Agrani Bank Ltd is better then other banks.

3. The customer service of Agrani Bank Ltd is better then other banks.
Agree Neutral Strongly Agree Disagree Total

Strongly Disagree

Agree 25% Strongly Agree 12% Total 50% Strongly Disagree 3% 0% 0% Disagree 5% Neutral 5%

According to the table, you can see that, 25% respondents agree with the statement and 12% strongly agreed. So it can be easily said that, customer service of Agrani Bank Ltd is better then other banks. 4. Agrani Bank Ltd provides higher profit sharings.
4. Agrani Bank Ltd provides higher profit sharings.
Agree Strongly Agree Agree 27%

Neutral Disagree Strongly Disagree Total Total 49% Strongly Disagree 0%

Strongly Agree 10%

0% Disagree 7%

Neutral 7%

0%

According to the table, you can see that, 27% respondents agree with the statement and 10% strongly agreed. Rests of 7% are neutral and disagreed. So it can be easily said that, customer service of Agrani Bank Ltd provides higher profit sharings.

5. Agrani Bank Ltd provides special credit system.

5. Agrani Bank Ltd provides special credit system.

Agree Strongly Agree

Agree 17% Total 50%

Strongly Agree 5% 0%

Neutral Disagree Strongly Disagree Total

Neutral 3% Strongly Disagree 0% 3% Disagree 22%

According to the table, you can see that, 22% respondents disagree with the statement. The majority thinks that they dont offer special credit system. 6. Agrani Bank ltd loan scheme offerings are better then other banks.
6. Agrani Bank ltd loan scheme offerings are better then other banks. Agree 15% Strongly Agree 10% Neutral 0% 5% Strongly Disagree 8%
Strongly Agree Disagree Total

Total 50%

0%

Disagree 12%

Agree Neutral

Strongly Disagree

According to the table, you can see that, 15% respondents agree with the statement and 10% strongly agreed. Rests of 12% disagreed with the statements. So it can be easily said that, Agrani Bank ltd loan scheme offerings are better then other banks. 7. Agrani Bank has enough branches.

10

7. Agrani Bank has enough branches.

Agree
Agree 40% Total 50% 0% Strongly Neutral Disagree 0% 0% 0% Disagree 0% Strongly Agree 10%

Strongly Agree

Neutral Disagree Strongly Disagree Total

According to the table, you can see that, 40% respondents agree with the statement and 10% strongly agreed. So almost all the respondents feel that, Agrani Bank has enough branches. 8. Agrani Bank Ltd is decorated well with modern equipments.
8. Agrani Bank Ltd is decorated well with modern equipments.
Agree 12% Strongly Agree 8% 0% Total 50% Neutral 0%
Agree Strongly Agree

Neutral Disagree

0% Strongly Disagree 5%

Disagree 25%

Strongly Disagree Total

According to the table, you can see that, 25% respondents disagree with the statement and 12% agreed. So we can see that, people think Agrani Bank Ltd dont have modern equipments.

11

9. Agrani Bank has more qualified employers then any other banks.
9. Agrani Bank has more qualified employers then any other banks.

Agree 13%

Strongly Agree 8% 0% Neutral 7%

According to the table, you can see that, 22% respondents disagree with the statement and 13%

Total 50% Strongly Disagree 0%

Agree Neutral Disagree Total

Disagree 22% 0%
Strongly Disagree

Strongly Agree

agreed. So we can say that, they dont have enough qualified employees. 10. Agrani Bank Ltd provides safe transaction.
10. Agrani Bank Ltd provides safe transaction.
Agree Strongly Agree

Agree 25% Strongly Agree 12% Strongly 0% Disagree 3% 0% Disagree 7% Neutral 3%

Total 50%

Neutral Disagree Strongly Disagree Total

According to the table, you can see that, 25% respondents agree with the statement and 12% strongly agreed. So maximum people think they provide safe transaction.

11. Agrani Bank Ltd provides right service at right time.

12

11. A grani Bank Ltd provides right service at right time.

Neutral 8% 0% Srtongly Satisfied 12%

Dissatisfied 7%

Total 49% Other 56% 0% Strongly Dissatisfied 7%

Satisfied 17%
Satisfied Neutral

Srtongly Satisfied Dissatisfied Total

Strongly Dissatisfied

According to the table, you can see that, 17% respondents satisfied with the statement and 12% strongly satisfied. So most of the respondents feel that, Agrani Bank provides right service at right time. 12. The employers of Agrani Bank Ltd are always willing to help their customers.
12. The employers of Agrani Bank Ltd are always willing to help their customers.
Satisfied Neutral Srtongly Satisfied Dissatisfied Total
Dissatisfied 13% Neutral 10% Srtongly Satisfied 12% Other 55% 0% Satisfied 10% 0% Strongly Dissatisfied 5%

Strongly Dissatisfied

Total 50%

According to the table, you can see that, 10% respondents satisfied with the statement and 12% strongly satisfied. Another 13% respondents are dissatisfied. So there is a mix reaction.

13. Agrani Bank Ltd gives customer individual attention. 13

13. Agrani Bank Ltd gives customer individual attention.

Dissatisfied 12% Neutral 10% 0% Srtongly Satisfied 10% Satisfied 12% 0% Strongly Dissatisfied 7% Total 49%

Other 56%

Satisfied Neutral

Srtongly Satisfied Dissatisfied Total

Strongly Dissatisfied

According to the table, you can see that, 12% respondents satisfied with the statement and 10% strongly satisfied. Another 12% respondents are dissatisfied. So there is again a mix reaction regarding this issue. 14. Agrani Bank Ltd banking system is convenient.
14. Agrani Bank Ltd banking system is convenient.
Satisfied

Dissatisfied 10% Neutral 5% 0% Srtongly Satisfied 13% Satisfied 13% Other 59% 0% Strongly Dissatisfied 8% Total 51%

Srtongly Satisfied

Neutral Dissatisfied Strongly Dissatisfied

Total

According to the table, you can see that, 13% respondents satisfied with the statement and 13% strongly satisfied. Another 10% respondents are dissatisfied. So there is a mix reaction.

14

Findings
I have analyzed all the necessary and collected information to prepare the report. After analyzing the report and the answers of the respondents I have found some key findings which I am sharing below here:

Agrani Bank Limited tries to provide their customer a better service by ensuring
right time, right place business.

They have all the capabilities to improve their banking system and meet their
desired goals.

Agrani Bank Limited doesnt have enough qualified employees, because they
have lacking in their recruitment and selection process. There are lot of biasness involve in their selection system.

Agrani Bank Limited does not have modern equipments and technologies to do
work properly. They use old technologies and equipments which is not sufficient to give better performance.

Customers think that they are not getting proper individual attention, there is
lacking of employees who will give them personal attention and employees do not understand their personal needs.

15

Recommendations
There are some recommendations that I have given here which I think will help the company to find out the important facts to change or redesign.

1. They should check their recruitment and selection system and remove all the
biasness when taking employees, so that they can take higher qualified employees and thus gain more efficient performance.

2. They should purchase modern equipments and use modern technologies to do all
types of activities efficiently. This will help the employees more confident.

3. They can do survey every few years later to understand the expectations of the
consumers and also to know better about their competitors position and dos and deeds, so that they can properly plan their future activities and thus survive in the market successfully.

4. Customers think that they are not getting proper individual attention, there is
lacking of employees who will give them personal attention and employees do not understand their personal needs. These disappointing factors are forming average. They should give concentration towards their every customer individually.

16

Conclusion
Agrani Bank is a state-owned commercial bank of Bangladesh established in 1972. Its headquarter is situated at Motijheel in Dhaka, the capital city of Bangladesh. It started functioning as nationalized commercial bank taking over assets and liabilities of the erstwhile Habib Bank ltd and commerce Bank ltd. are functioning in the East Pakistan. It has been privatized on 15 November 2007 and emerged as Agrani Bank Limited (ABL) taking over assets, liability and goodwill of Agrani Bank. The authorized capital of the Bank is Tk. 800 crore. Customers of the bank are well satisfied with all types of tangible appearances (equipments, materials, physical facilities & employees) inside the bank. The survey result proved that the bank is offering its customers convenient banking hours and the employees have the best interest of customers in their heart. Beside these two satisfactory points there are some unsatisfactory items also. On average customers think that they are not getting proper individual attention, there is lacking of employees who will give them personal attention and employees do not understand their personal needs. These disappointing factors are forming average.

17

Questionnaire
Name: Age: Gender: Occupation:

1. Do you have account on Agrani Bank? A. Yes. B. No.

2. Management system of Agrani Bank is well mannered. A. Agree. B. Strongly Agree. C. Neutral. D. Disagree. E. Strongly Disagree.

3. The customer service of Agrani Bank Ltd is better then other banks. Agree. B. Strongly Agree. C. Neutral. D. Disagree. E. Strongly Disagree.

4. Agrani Bank Ltd provides higher profit sharings. Agree. B. Strongly Agree. C. Neutral. D. Disagree. E. Strongly Disagree.

5. Agrani Bank Ltd provides special credit system. Agree. B. Strongly Agree. C. Neutral. D. Disagree. E. Strongly Disagree.

6. Agrani Bank ltd loan scheme offerings are better then other banks. Agree. B. Strongly Agree. C. Neutral. D. Disagree. E. Strongly Disagree.

18

7. Agrani Bank has enough branches. Agree. B. Strongly Agree. C. Neutral. D. Disagree. E. Strongly Disagree.

8. Agrani Bank Ltd is decorated well with modern equipments. Agree. B. Strongly Agree. C. Neutral. D. Disagree. E. Strongly Disagree.

9. Agrani Bank has more qualified employers then any other banks. Agree. B. Strongly Agree. C. Neutral. D. Disagree. E. Strongly Disagree.

10. Agrani Bank Ltd provides safe transaction. Agree. B. Strongly Agree. C. Neutral. D. Disagree. E. Strongly Disagree.

11. Agrani Bank Ltd provides right service at right time. A. Satisfied. B. Strongly Satisfied. C. Neutral. D. Dissatisfied. E. Strongly Dissatisfied. 12. The employers of Agrani Bank Ltd are always willing to help their customers. A. Satisfied. B. Strongly Satisfied. C. Neutral. D. Dissatisfied. E. Strongly Dissatisfied. 13. Agrani Bank Ltd gives customer individual attention. A. Satisfied. B. Strongly Satisfied. C. Neutral. D. Dissatisfied. E. Strongly Dissatisfied. 14. Agrani Bank Ltd banking system is convenient. A. Satisfied. B. Strongly Satisfied. C. Neutral. D. Dissatisfied. E. Strongly Dissatisfied.

19