Introduction to the Report
1.1 Rational of the study
The Internship Report titled as “Customer Satisfaction of Performance in NBL”, is submitted in practical requirement for the fulfillment of the Degree of Bachelor of Business Administration (BBA) under the faculty of Business Studies of International Islamic University Chittagong. Internship program is the systematic process of gathering, recording, analyzing and presenting data about the subject that a student goes to learn on the program. The aim of this internship report is to connect practical knowledge with theoretical knowledge since everyone must be expert in both theoretical and practical knowledge for the competitive world.
The report will mainly focus on how National Bank Limited is providing satisfaction to target customers and how its services are making transaction methods more acceptable inside the country and even worldwide. Identifying its major strengths and weaknesses base on some performance analysis is also the focusing point. The whole report is designed to get an idea about the service standard of a private commercial banking service.
This Internship Report was carried out within a short span of time, but I have tried my best to provide the most accurate and reliable information regarding my topic.
1.2 Objective of the study
The main objective of my internship is to focus on customer satisfaction level of National Bank Limited. Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within a business. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.
In addition to this principal objective, the following are some of the specific objectives of the study:
➢ To find out the customer satisfaction level of the Bank. ➢ To analyze its performance based on available data. ➢ To present an overview of National Bank Limited.
➢ To suggest the probable measures to remove the identified problems. ➢ To study the operational activities of National Bank Limited. ➢ To acquire knowledge about the managerial aspect of the branch. ➢ To identify the financial structure of the branch.
➢ To focus the various service performances of bank.
➢ To find out the problem lying in branch operation as whole. ➢ To foresee the prospect of the branch
➢ To identify its strengths and weaknesses as well as threats and opportunities from customers’ viewpoint ➢ To suggest steps for improving their effectiveness of the service standard of the bank
1.3 Methodology of the study
It is a descriptive research tat describes the state of affairs as it exists at present. It basically emphasizes on what has happened and what is happening in National Bank Limited. This report has been prepared on the basis of primary and secondary data.
➢ Face-to-face interview with respective officers and staffs of the branch ➢ Informal conversations with the client
➢ Practical work exposures from the different desks of the section of the branch covered
➢ Annual report of National Bank Limited
➢ Web site of National Bank Limited
➢ Books on different marketing guidelines in customer satisfaction ➢ Various circulars issued by the Head Office of National Bank Limited and Bangladesh Bank ➢ Office memo, operating manuals, articles, journals, publications and broachers issued by National Bank Limited
1.4 Scope of the study
Scope means the area on which the study has to be done. This study appears to hold much practical value for me. In our regular course curriculum we get more theoretical knowledge, which are encircled in the classroom. But here the study gives me the...