Customer satisfaction based on customer services at Dhaka Bank Limited of Dhanmondi Branch

Abstract

I have secured my internship at Dhaka Bank Limited of Dhanmondi Branch in order to write the report which is an integral part of The BBS Program in BRAC University. I started my internship at the bank on the 5th of July and the duration is three months, so the internship period ended at 30th of September. Dhaka Bank Limited is a service oriented bank that is highly recommended in order to give their best services to customers. Therefore, I consider it to be a great opportunity to work here to sharpen my skills in knowing what actually creates customer satisfaction. Dhaka Bank Limited was established in the year 1995 by a group of highly successful businessmen when they saw the economy of Bangladesh rapidly growing since the 90s due to massive improvements in industrial and agricultural development, international trade, inflow of expatriate workers’ remittance, local and foreign investments in construction, communication, power, food processing, and service enterprises of our economy. At present, Dhaka Bank Limited has 100 branches and 3 SME Service centers around the country. As per the internship procedures, I was designated to work at the Dhanmondi Branch of Dhaka Bank. I have prepared my report on Customer Satisfaction of this Branch. To do my evaluation on Customer Satisfaction based on customer services, I have selected topics on which I am going to write my report on and my report is divided into five parts which are Overview of the Internship, Organizational Profile/ Part which includes the characteristics of the organization, Internship activities on day to day basis at the organization to prepare my report, The project part that describes the main purpose of writing this report (data processing, analyzing the data and findings) and Suggestions on how to bring improvements to this Organization and Conclusion.