Customer and Employee Satisfaction of Sonali Bank PLC: A Study on Station Road Branch, Dinajpur

Abstract

This study attempt to understand the customers and employee satisfaction on different service quality dimension while dealing with the Bank. Broad objective of the report is to find out the customer and employee satisfaction on service provided by Sonali Bank PLC, Station Branch, Dinajpur. As regards data collection, a standard questionnaire with questions was prepared by me and give to the customer and employee of Sonali Bank PLC, Station Branch, Dinajpur. This study is based on primary data and secondary data .Customer service is dependent variable and product/service satisfaction, account management, loan and credit service, E-banking service, mobile banking experience, environmental awareness and concern, demand and expectation are independent variable in this study (Customer satisfaction).Organization is Dependent variable and working place and environment, Salary and Remuneration, Management , loan facilities are independent variable in this study (Employee Satisfaction). This study show there are significant relationship between the variable. In reliability test I found Cronbach’s alpha value is greater than 0.70(Both customer and employee satisfaction. So I follow correlation test in data analysis. In finding part, I have provided the fact that customer is not satisfied with ATM booth service. After that I have provided some instructions based on the finding in this report. I have suggested the bank authority to establish more ATM booth.