Intern Report On
Customer Service analysis with the overview of marketing and promotional activities of BRAC BANK LTD.
SUBMITTED TO 1. Mr. SUNTU KUMAR GHOSH SENIOR LECTURER BBS BRAC UNIVRESITY 2. Ms. Sharmin Shabnam Rahman Lecturer BBS Brac University
SUBMITTED BY JOYDEEP SINHA ROY 06304025
DATE OF SUBMISSION: 11th MAY, 2010
LETTER OF TRANSMITTAL
11th May, 2010 To Mr.Suntu Kumar Ghosh Senior Lecturer Brac University
Subject: Internship Report submission Dear Sir, With due respect, I have the pleasure to submit my internship report on “Customer Service analysis with the overview of marketing and promotional activities” to partially fulfill the requirements of the bachelor degree under your supervision. It has been a worthwhile experience for me undertaking such a report work to get exposure to the real life of a banking organization. I have tried my best to satisfy the academic requirements. In my report, I have tried to reflect a partial scenario of the activities of local private banks of Bangladesh. I have used both primary and secondary data and have tried to prepare the according to your instructions. I also confess that this report has some limitations as well because I got limited resources. So I hope that you will be kind enough to consider the limitations of this report. I would like to thank you for your encouragement and support which inspired me to work enthusiastically. It would be my pleasure to respond to any of your inquiry regarding the report. Sincerely yours
Joydeep Sinha Roy ID# 06304025
P R E F A C E
Theory is obviously a big fact for practical implication. But without practical practice theory may become useless. Particularly as a student of Business Administration, we need to practice the theories we learn through every semesters for the better understanding of business & economic environment. Considering the facts, our course instructor has taken the initiative to assign every student to analyze or submitted a report on the basis of my practical experiences that I acquire in the 12 weeks Internship on BRAC Bank.
This report represents the working experience on private sector commercial bank operated in Bangladesh named “BRAC Bank Limited” (BBL) as internship report for BBA program.
BRAC Bank intends to set standards as the Market leader in Bangladesh. It will demonstrate that a locally owned institution can provide efficient, friendly and Modern full- service banking on a profitable basis. The main objective of the study is to conduct an assessment of the implementation of Customer Service Quality and Product Promotional Strategy of BRAC Bank Limited. Besides, the objective of the study is to have a clear knowledge about the service delivery status of private commercial Bank and different types of service they provide to the costumer. In these report different types of assessment tools is discussed that bank used for the assessment of their staff. Different type of promotional techniques that bank use for the promotion of their product promotion also is discussed basis on qualitative and quantitative strategy. Based on their promotional activities some recommendations will also suggest that will helpful to increase the product selling and quality of customer service.
A survey research is also conducted for measuring the customer satisfaction and BRAC Bank position in the Market. After discussing the whole topic a general recommendation has also done on the basis of some problem that identified in the report. After conducting the survey research it can be said customer are more or less satisfied with the bank performance but many customer complaint about over charging price strategy of the Bank. Most of the customer are...