The procedure of general banking and performance of the City Bank Limited

Abstract

This study is conducted with two principal aims, finally to access customer satisfaction by measuring customer service quality and second is to theoretical and practical know how that how a bank basically do their business through customer service. Therefore it is hoped that this study would contribute to the bank‟s understanding of their clients of quality, service and developing a marketing strategy that will increase their customer‟s satisfaction and improve their relationship. Basically in order to complete my Internship program for Bachelors of Business Administration Course, I had a wonderful experience working for a period of three months in The City Bank, Narayanganj, starting from 3dr October 2011 and finished on 30th December 2011 which will ultimately help in my future career a lot. First part of this report is based on the introduction which includes topics like origin, objective, background, methodology, limitation of the study. Basically it defines the way and background of the study to prepare the report. In the next part of the report highlights a brief background of City Bank Limited, with their mission, vision, objective, business strategies. This chapter also includes topics like organ gram, managerial hierarchy of CBL, their functional coverage and also provides a brief summary all retail product and services offered by the City Bank. This report is also consists of highlighting the general banking procedure by describing the entire departments associated with general banking. Moreover the different banking practice like account opening, closing of an account, clearing process, loan processing and the reconciliation work has been described to understanding the procedure of the City Bank Limited. Finally this report also highlights the customer satisfaction level analysis, theoretical judgment on customer service segment of the bank by me during internship period. Moreover this also consists of all the findings of the report provided with some recommendation in order to improve customer service quality as well as customer satisfaction level based on the observation and work experience during internship period. In brief this report I tried to review the Customer service department and represent information as customer‟s requirement for the banks. Researcher has also made an effort to identify the problems and limitations of Customer service department, City Bank, Narayangonj branch. Eventually, researcher talks out a sort of findings and recommendation for improvement of Customer service department so that the City Bank‟s may able to attain common standards for Customer service department.