Internship is a prerequisite for students willing to attain a MBA degree in the department of MIS of Faculty of Business Administration, University of Dhaka, Bangladesh. The internship program includes a period of 12 weeks of on-the-job-training where I could have first-hand observations concerning the utility of the customer service department. During the organizational attachment period an intern works on a project and writes report on that project in the report-writing period. I have been routed in the customer service division (CSD) of Bank Alfalah Limited, Motijheel Branch, under the supervision of Mr. Md. Maksudul Haque, the head of Customer Service Division. I decided to work in this department and selected the subject of my internship report as “Analysis of the Customer Satisfaction of Bank Alfalah Limited”. I have worked in this department closely during my internship tenure and I firmly believe that, this experience will give me an extra edge.
1.2 Background of the Report
With growing competition, among nationalized, foreign, and private commercial banks as to how the activities i.e. the customer service can be made more attractive, the expectation of the customers has risen immensely. Reciprocating the sentiment, commercial banks are trying to evaluate their traditional banking service to a better standard, to meet the challenging needs side by side these banks have concentrated their attention towards diversification of their products for better performance and existence. Under the above circumstances, it has become necessary for Bank Alfalah Limited, one of the leading foreign commercial banks, to focus its attention towards the improvement of its activities. That is why it is quite justified to make an in-depth study and evaluate the activities of Motijheel Branch and scope for its improvement. The study may help enhance the existing system of customer service and monitoring by suggesting ideas towards