Abstract:
There is a phrase, that your customer is always right. This single line helps to understand the
value of customer and their satisfaction toward an organization. By inspiring with this, I have
made an internship report titled as customer satisfaction level and operating process of City
Brokerage Limited. In this report, I mainly concentrate on the understanding of operating process
and the customer satisfaction level of the City Brokerage Limited at Nikunja Branch. To give an
ample outlook the report, is segmented into six chapters. It starts with the chapter one covering
the background of the study, objectives, scope, methodology and the limitation of the report.
Then the second chapter describes the organization part it includes the overview, features and
main functions of City Brokerage Limited where I pursue the internship period. Next part of the
report contains the theoretical analysis and the detail job responsibilities performed by me as an
intern at Nikunja branch and experience with City Brokerage limited. Fifth chapter of this report
titled as ‘findings and analysis’ it contains comprehensive description of the survey conducted
with the clients at Nikunja Branch of City Brokerage Limited to find out the satisfaction level of
the customers. For my findings, at first I determine my sample to which I collect my information
or conduct my survey. Customers of City Brokerage Limited would have better idea than
others, for that reason I have chosen customers of City Brokerage Limited as a sample. After
choosing my sample, I prepare questionnaires in terms of that I will determine the customer
satisfaction level of City Brokerage Limited. Maximum questions in related to service, product,
network of City brokerage Limited, other in regarding of employee’s friendliness,
communication of the organization etc. It has taken three days to obtain sample of 20. In the
sampling questionnaires, there is taken information of gender, age and occupation of customers.
Then, I go for finding out the all related things which would help me to find out customer
satisfaction level of City brokerage Limited. I use SPSS software to find out cross tabulation, one
sample test, two sample test, regression analysis and global test. Finally the report is concluded
with some discussion where the CBL has opportunity to further exploration.
