Internship Report on “Customer Satisfaction on the Services of Al-Arafah Islami Bank Limited.”

Topics: Marketing, Bank, Customer service Pages: 29 (6210 words) Published: September 11, 2013
Part-1
Introduction

1.1 Background of the report:
The internship is a dynamic approach for practical knowledge gathered at this study. My effort was for practical job experience through internship for business communication skills as well as banking sectors. As a student of BBA for the requirement of the internship program, I was assigned to The MBL for my practical orientation. This report is done as partial requirement of the 3 months internship program for the BBA students of Department of Marketing, Bangladesh University of Business and Technology. The internship work is done on a bank, namely Mercantile Bank Limited (MBL). The students were asked to prepare reports on their assigned jobs after the completion of the Internship in the respective organizations. The topic of the report is “Customer Satisfaction on the services of MBL.”

1.2 Significance of the Report:
The economy of our country has a lot left to be desired and there are lots of scopes for massive improvement. In an economy like this, banking sector can play a vital role to improve the overall social-economic conditions. As our country is an under develop country, the banks play the role of an intermediary and can mobilize the excess fund of surplus sectors to provide necessary finance, to those sectors, which are needed to promote the sound development of the country. The banks provide different types of services to its counter parts, like general banking services or finance or investing which results transaction of currency. To do this they also need capital, assets and other factors which effects directly in the bank performance. This report will help to understand the customer satisfaction on the services of MBL. As a result, we can have a clear idea about customer satisfaction on the Services of MBL.

1.3 Scope of the Report:
MBL is always trying to improve their customer service in every sector, but in today’s competitive business world, banks need to give additional concentration to the client’s requirements, in order to stay at the top. Therefore, besides dealing with the general attributes of Different Services, I have been trying to put more concentration on the customer benefits and other customer related facilities in this report while I have been doing my internship. 1.4 Objectives of the Report:

1.4.1 Broad Objective:
The broad objective of this report is to identify the customer satisfaction on the services of MBL. 1.4.2 Specific Objectives:
* To find out the different services of MBL that is offered to its clients. * To identify the 7p’s analysis of MBL.
* To identify the weakness, problems, opportunity of MBL. * To identify the level of customer satisfaction.
* To explore the opportunities and competitive advantages that has been ignored by MBL.

1.5 Methodology:
1.5.1 Types of Research:
It is both exploratory & descriptive research in nature. 1.5.2 Sources of Data:
I have collected data from the two sources, one is primary source and another is secondary source.

1.5.2.1 Primary Sources:
* Conversation and questioning with the different clients by questionnaire survey. * Observing the total environment.
* Employee of foreign exchange, credit & others.

1.5.2.2 Secondary Sources:
Secondary Data
Which data is already published that’s called Secondary data or Secondary data is data collected by someone other than the user. Secondary data are very much important for conduct an efficient study and to have faithful result.

1.5.3 Data Collection Procedure:
1.5.3.1 Primary Data:
The primary data collection process includes:
* Questioner survey

1.5.3.2 Secondary Data:
* Brochures of MBL.
* Annual report of MBL.
* Official website.
* www.google.com

1.5.4 Questionnaire Design:
This is a well structure type of questionnaire and used for conducting customer satisfaction survey and acquire primary...

Bibliography: * Annual Report (2009) of Mercantile Bank Limited.
* Annual Report (2011) of Mercantile Bank Limited.
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