Research Proposal

on
1.Title :- Measuring Customer Satisfaction of Retail
Banking
2. Statement of Problem

:- A bank is a financial institution licensed

as a receiver of deposits. There are two types of bank.1 Commercial bank, 2

Investment bank
The state of Pakistan in Dhaka division was declared as a Central bank of
Bangladesh 16th December 1971. From the time journey of Banking business
started in independent Bangladesh. Nationalized Commercial bank started
their journey from 1986 and private commercial bank started their journey
from 1994. There are 49 commercial bank in Bangladesh. Customer
satisfaction should be first priority of bank.

Provide best service, skilled

employer, available of money, loyalty, clear transaction process etc

increases the customer satisfaction.

3. Objectives :a. To find out customer satisfaction on Tangible damnation of prime bank let.
b.

To find out customer satisfaction on Reliability damnation of prime bank

let.
C. To find out customer satisfaction on Responsiveness damnation of prime
bank let.
d. To find out customer satisfaction on Assurance damnation of prime bank
let.

e. To find out customer satisfaction on Empathy damnation of prime bank let.

f. To find out customer satisfaction on Customer Satisfaction damnation of
prime bank let.

4. Theory / Literature Review :Bank is a financial institution that undertakes the banking activity, accepts
deposit and then lend the same to earn certain profit .
The real business of the banker is to obtain deposit of money which she may
use for his own profit by lending it out again. (Holmes, 1901)
A company which carries on as its principals business the accepting of
deposit of money on current account or otherwise subject to withdrawal by
cheque, draft or order . (Council, 1948)
An establishment for the custody of money received from, or on behalf of its
customers its essential duty is to pay their drafts on it .Its profit arise from
the use of money . (Denning, 1966)

Tangibility

H1

Reliability

H2

Responsiveness

H3

Assurance

H4

Custome
r
satisfacti
on

H6

Custom
er
Loyalty

Empathy

H5

The list of Null Hypotheses :

Null
Hypothe
ses

Description

H1

There is no significance relationship between

Tangibility and Customer Satisfaction .
There is no significance relationship between
Reliability and Customer Satisfaction.
There is no significance relationship between
Responsiveness and Customer Satisfaction.
There is no significance relationship between
Assurance and Customer Satisfaction.
There is no significance relationship between
Empathy and Customer Satisfaction.
There is no significance relationship between
Customer Satisfaction and Customer Loyalty.

H2
H3
H4
H5
H6

5. Methodology : -

The questionnaire has two parts. First part personal

information of responded. Second part has to carry different dimension of

service

quality

and

satisfaction

related

question

statement.

The

questionnaire is structured & closed ended is structured and 7 point scale.

Here 1= is highly disagreed and 7 is highly agreed. We are five group
member and we collect the data from (5x25=125) or 125 respondents by
using direct personal interview. We can also collect these data from the
respondents through e-mail, phone calls or other social communications. We
will input the data through SPSS software by Descriptive analysis.

6. Research Report:

Report Parts

Prefatory parts

Main body

Appended
parts

Title
page
pagpag
Letter

of

transmi

Letter
of
authori
za-tion
Table of
content
s

Summar
y
Objective
s
Results

Introduct
i-on
Methodo
l-ogy

Conclusio
ns

Results
Area
1
Area
2

Final
area

Recomme
-ndations

7) Budget: Preparation of questionnairesBudget items

Time

Taka

Limitations

Data
collection

Conclusions and
recommendation
s

Detailed
calculations
General
tables
Bibliography

Data Collection
7 days
Data Analysis
7 days
Report preparation & 7 days

(BDT)
500
500
500

Presentation
Total =

15,000

8. Reference:-

21 days

Questionnaire On measuring Customer Satisfaction Retail Banking-A case on Prime Bank

Survey Instrument
1
2
3
4

Instructions:
The estimated time to complete this questionnaire is about 15 minutes.
Please be as honest as possible with your answers. Please be known that there is no right or wrong
answer.
Your participation in this study is confidential and your responses will remain secret.
Thank you for your participation.
Respondent Name

: _________________________________________________________________

Address

: _________________________________________________________________

Interviewer

: _________________________________________________________________

Student ID

: ______________________________________ Code : __________________

Gender

: 1. Male

Marital Status

: 1. Married

Lives in

: 1. Urban Area

Age:

2. Female
2. Single
2. Rural Area

1. Less than 20 years

2. 20 years to less than 30 years
3. 30 years to less than 40 years
4. 40 years to less than 50 years
5. 50 years to less than 60 years
6. 60 years or above

Education :

1. Illiterate
2. Can Read and Write
3. Primary School Completed
4. Junior High School Completed
5. SSC Completed
6. HSC Completed
7. Under Graduation Completed (BA, BSc, BBA, MBBS etc.)
8. Graduation Completed (MA, MSc, MBA, MDS etc.)
9. Post Graduation Completed (MPhil, PhD etc.)
10. Other (Please Specify: ___________________________________)

Family Income:

1. Less than taka 30,000

2. Taka 30,000 to less than taka 50,000
3. Taka 50,000 to less than taka 70,000
4. Taka 70,000 to less than taka 90,000
5. Taka 90,000 to less than taka 110,000
6. Taka110,000 or above

Accounts Type:

1. Savings Account
2. Current Account
3. Fixed Deposit Account
4. Short Term Deposit Account

Following is a list of different questions related to the brand name given at the top. Chose any number
from 1 to 7 by Circlingthe appropriate one that applies to you for each statement.
Tangibility: (Scaling from Strongly disagreed to Strongly agreed on a 7-point scale):

1 = Highly Disagreed,

7= Highly Agreed

Code

Items

Scale

SQ_T_01

Are you satisfied with the premises of the bank? Is it

visually appealing?

SQ_T_02

Are you satisfied with

equipments of the bank?

SQ_T_03

Are you satisfied with the way employees dress?

SQ_T_04

Are you satisfied with the pamphlets distributed by the

bank? Are they clear and give complete information?

SQ_T_05

Are you satisfied with the bank statement? Is it visually

clear?

the

technological

up-to-date

Reliability: (Scaling from Strongly disagreed to Strongly agreed on a 7-point scale):

1 = Highly Disagreed,
7= Highly Agreed
Are you satisfied with the services provided by the bank as
SQ_R_01
promised?

SQ_R_02

Are you satisfied by the service of handling a problem

(speed of solving the problem)?

SQ_R_03

Are you satisfied with the way bank provides service at the
time they promised (the time at which it is performed)?

SQ_R_04

Are you satisfied with the operating hours of the bank?

SQ_R_05

Are you satisfied with the way bank delivers up to date

record?

Responsiveness:
scale):

(Scaling from Strongly disagreed to Strongly agreed on a 7-point

1 = Highly Disagreed,
7= Highly Agreed
Are you satisfied with the employees promptness in
SQ_R_01
providing services in the bank?

1 2

SQ_R_02

Are you satisfied with the willingness of employees to help

customers?

1 2

SQ_R_03

Are you satisfied with the bank service of sending timely

bank statement?

1 2

Assurance: (Scaling from Strongly disagreed to Strongly agreed on a 7-point scale):

1 = Highly Disagreed,

7= Highly Agreed

Code

Items

Scale

SQ_A_01

Are you satisfied with the security of the bank?

SQ_A_02

Are you satisfied with the employees eagerness of instilling confidence to

you?

SQ_A_03

Are you satisfied of the knowledge of the employees?

Empathy: (Scaling from Strongly disagreed to Strongly agreed on a 7-point scale):

1 = Highly Disagreed,

7= Highly Agreed

Code

Items

Scale

SQ_E_01

Are you satisfied by banks service of providing customers best interest at

heart?

SQ_E_02

Are you satisfied by the bank service of providing the product that best
suits to you?

SQ_E_O3

Are you satisfied by the overall service quality of your bank?

Satisfaction: (Scaling from Strongly disagreed to Strongly agreed on a 7-point scale):

1 = Highly Disagreed,

7= Highly Agreed

Code

Items

Scale

CS_S_01

Say positive things about Banks..... to other people

CS_S_02

Encourage friends and relatives to do business with Bank.

CS_S_03

Intend to continue doing business with Bank..

CS_S_04

Have strong preference on this Bank.

CS_S_05

Consider Bank..... as my primary Bank.