Refat Ahmed Robin Id: 0720146
An Internship Report Presented In Partial Fulfillment Of The Requirements of the Degree Bachelor of Business Administration
INDEPENDENT UNIVERSITY, BANGLADESH May 2012
Advance Working Report on Customer Satisfaction of NCC Bank Ltd In Context of Private Commercial Bank
Refat Ahmed Robin Id: 0720146
Has been approved May 2012
_______________ Abul Khair Jyote Lecturer School of Business Independent University, Bangladesh
Abul Khair Jyote Internship Supervisor School of Business Independent University, Bangladesh.
Subject: Submission of Internship Report
Dear Sir, I am submitting my Internship report and would like to take the opportunity to thank you for Your guidance and supervision in its completion. I completed my Internship Attachment at NCC Bank Ltd. from the 7 of February 2012 to 7 of May 2012. The title of my report is “customer satisfaction of NCC bank”. The report has its due limitations and conducting the research was not without difficulties. However, with your guidance, it was completed in the best possible manner.
Refat Ahmed Robin ID: 0720146
Preparing this report was both exciting and hard work at the same time; it is for the first time that I had a real life experience working on an actual project. I would like to express my gratitude to Mr. Abul Khair Jyote internship supervisor, School of Business, Independent University, Bangladesh for providing me with the proper guidance and support.
I would also like to thank Mrs. Farhana Alam NCC Bank Ltd. for giving me time in his busy schedule, for providing me information that was needed to complete the report, and to properly guide me throughout my internship period.
Table of Content
Introduction Background of National Credit & Commerce Bank Ltd (NCCBL) NCC BANK at a glance Work Responsibilities 1.0 EXECUTIVE SUMMARY 2.0 Statement of the Problem 2.1 Purpose of the Study 2.2 Scope of the Study 2.3 Limitations of Study 2.4 Timeline 3.0 Review of Related Literature 3.1 Customer Satisfaction 3.2. Customer Services 3.3 Interpersonal Relationship 3.4 Internet Banking 4.0 Development of Conceptual Framework 5.0 Research Methodology 5.1 Research Design 5.2 Sampling 5.3 Measurement Instrument/Questionnaire 5.4 Data Collection 5.5 Data Analysis 6.0 Results and Analysis 7.0 Recommendation 8.0 Conclusion References Appendix Questionnaire
7 8 9 10 11 11 11 11 12 12 13 14 14 15 15 16 17 17 17 17 18 18 19 24 24 25 27
List of figure And Table
Percentage of Gender Percentage of Occupation Percentage of customer service Percentage of interpersonal relationship Percentage of internet banking
19 19-20 20-21 21-22 22-23
Bank as the financial services industry is approaching full historical cycle. Originally the banking system operated as full service industry, performing directly or indirectly all financial services. Banks are direct agents to create opportunities for development in a country and also provide large scale of employment opportunities. Banks mobilize savings and make it advances to investors and by this process make profit. As they deal with public money, their form of business is different from others. Banks must refund public’s money when they demand & qualityful services either it makes or not. So, overall operation system of bank should be evaluated carefully. Banking sector is expanding its hand in different financial events every day. At the same time the banking system is becoming faster, easier and the banking area is becoming wider. As the demand for better service increases day by day, they are coming with different innovative ideas & products. In order to survive in the competitive field of the banking sector, all banking organizations are looking for better service...