SERVICE STANDARD, COMPLAINT MANAGEMENT & BANK PERFORMANCE: CASE OF DHAKA BANK PLC

Abstract

Bank performance reflects how effectively a financial institution manages profitability, liquidity, and risk while serving its customers. Strong performance is often measured through indicators like return on assets, capital adequacy, and non-performing loan ratios. The purpose of this report is to show the performance of Dhaka Bank Limited in relation to service standards and complaint management. I have secured my internship at Dhaka Bank Limited of Dhanmondi Branch to write the report, which is an entire part of the BBA Program at United International University. I started my internship at the bank on the 3rd of August, and the duration is three months, so the internship period ended on the 30th of October. Dhaka Bank Limited is a service-oriented bank that is highly recommended to give their best services to customers. Therefore, I consider it to be a great opportunity to work here to sharpen my skills in knowing what creates customer satisfaction.

Dhaka Bank Limited was established in the year 1995 by a group of highly successful businessmen when they saw the economy of Bangladesh rapidly growing since the 90s due to massive improvements in industrial and agricultural development, international trade, the inflow of expatriate workers’ remittances, and local and foreign investments in construction, communication, power, food processing, and service enterprises of our economy. At present, Dhaka Bank Limited has 117 branches and 3 SME service centers around the country. As per the internship procedures, I was designated to work at the Head Office of Dhaka Bank. This internship report examines Dhaka Bank Limited’s service standards, customer complaint management system, and overall bank performance, based on firsthand observations, departmental interactions, and secondary data collected during the internship period. The study aims to assess how effectively the bank delivers quality service, handles customer grievances, and maintains sustainable financial performance in a competitive banking environment.