Internship Report: DMCBL

Topics: Bank, Central bank, Commercial bank Pages: 435 (35073 words) Published: October 30, 2014
Internship Report
On

“Customer satisfaction survey & assessing the
service quality of general banking in

The Dhaka Mercantile Co-operative Bank Ltd.”

Prepared by:

Nafiz Ahmed Joseph
ID# 052 123 030
BUS 498

Internship Advisor:

Tashfeen Hussain (TfH)
Faculty
School of Business

North South University
School of Business
December 23, 2012

Declaration

I, hereby announce that this report entitled “Customer satisfaction survey & assessing the service quality of general banking in The Dhaka Mercantile Co-operative Bank Ltd.” is prepared for the partial accomplishment of the requirement for the award of the degree in Bachelors of Business Administration (BBA). It is my original work and not putting forward for the any other degree/ diploma/ fellowship or other similar accolade.

Acknowledgement

Successful completion of any course requires support from various personnel and I was fortunate to have that support, guidance, and supervision in every aspect from my teacher, colleagues, DMCBL officials and friends.

First of all I would like to thank immeasurable grace and profound kindness of the Almighty Allah.
I like to express my deep sense of gratitude to my Faculty Advisor of Internship Program Mr. Tashfeen Hossain, Senior Lecturer, North South University; for his frank inspiration as well as guidance in preparing this report. I acknowledge my indebtedness to Mrs. Shamsun Nahar (Managing Director) & Mr. Shihan Abrar Chowdhury (HRD), DMCBL for their help and valuable suggestion from time to time and for being my advisor in the host organization in completion of my internship program as well as preparing the report.

I also show my utmost gratitude to all the officials of DMCBL. The promptness and helpfulness of the officers really helped me in obtaining the required information in time. Last of all I would like to express my gratitude and special thanks to my best friend Mr. Fahad Ibrahim who gave his valuable time and helped me to learn SPSS software. In the end, I convey my salutation to the Almighty for enabling me to complete the task.

Nafiz Ahmed Joseph
ID: 052-123-030
BBA PROGRAM

Table of Contents
Contents Headings
Executive Summary

Page No.
i

Section 1 : Introductory Part
1.1 Background
1.2 Origin of the Report
1.3 Objective of the Report
1.3.1 General Objective
1.3.2 Specific Objectives
1.4 Scope of the report
1.5 Research Methodology
1.5.1 Research Purpose
1.5.2 Research Strategy
1.5.3 Methodology
1.6 Data Collection
1.6.1. Primary data
1.6.2 Secondary data:
1.7 Limitations
1.8 Work Schedule
Section 2 : Organizational Overview

1
2
3
3
3
4
4
4
4
5
6
7
7
8
9

2.1 Background

10

2.2 History of banking industry in Bangladesh

10

2.3 Banking Operation in Bangladesh

11

2.4 SWOT of Bangladesh Banking Sector

18

2.5 Overview of the DMCBL

21

2.5.1. Vision of DMCBL

22

2.5.2. Mission of DMCBL

22

2.5.3. Organizational Structure of DMCBL

23

2.5.4. Board of Directors

24

2.5.5 Positioning statement

25

2.5.6 Value Proposition

25

2.5.7 Financial Highlights

25

2.6 SWOT of DMCBL

26

Section 3: Literature Survey
3.1 Service

29

3.2 Customer Satisfaction

31

3.3 Background of the study

34

Section-4: Findings & Analysis of the Study
4.1 Background

36

4.2 Reliability Analysis

38

Table of Contents
Contents Headings
4.3 Crosstab Analysis

Page No.
48

4.4 Liner Regression Analysis

52

4.5 Descriptive Analysis

65

4.6 Frequency Analysis

68

4.7 Findings of the Overall Satisfaction

71

Section-5 : Secondary Findings of the Study
5.1 Background

73

5.2 Objective of the study

73

5.3 Developing Self-Awareness

74

5.4 The Analysis and Interpretation

77

5.5 Overall Findings of the secondary study
Section 6 : Recommendation
6.0 Recommendation

89

90

Section 7 : Conclusion
7.0 Conclusion

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