Customer satisfaction on services of Sonali bank Limited

Abstract

I secured my internship at Sonali Bank Limited of Lalbagh branch to write this report as it is an essential part of BBS program of Brac University. I joined and started doing my internship on 2nd Nov, 2021 and my internship period was 3 months, so it ended at 30th Jan, 2022.Sonali Bank Limited is a service centered/oriented bank of Bangladesh which is known to provide their best customer services. Thus, for me, it was a great opportunity to work in this organization to develop my skills and gather knowledge on customer satisfaction. Sonali Bank Limited is one the biggest commercial bank in Bangladesh owned by state (Sonali Bank Ltd, 2006). It was established with the National Bank of Pakistan, Bank of Bahawalpur and Premier Bank in accordance with Bangladesh Banks (Nationalization) Order 1972, Presidential Ordinance No. 26, 1972 which is later named as "Sonali Bank Limited" on June 3rd, 2008 to make banking activities more dynamic by improving management skills and Services. After the issuance of banking license on June 5, 2006, it started banking activities as a company on Nov 15, 2006.Merchant Banking has been active since Sept 14, 2009 with the formation of a subsidiary company called "Sonali Investment Limited" to expand the banking business and encourage general public to invest for an economic development across Bangladesh (Sonali Bank Ltd, 2006).Today, Sonali Bank Limited has a total of 1225 branches. Of these, 1223 branches are located inside the country while 2 branches are located in abroad. Out of 1223 country branches, 658 are in rural areas and 48 are in urban areas.And I was assigned to work at the Lalbagh branch according to the internship procedures (Banksbd, 2014). So I prepared this report on Customer Satisfaction on Services of Lalbagh branch which I am assigned to. In order to perform my research on Customer satisfaction on services, I have finalized some topics that I will be writing my report on and so my report will be divided into 3 major parts, the parts will be: 1. Overview of Internship Part 2. Organization Part: Profile of my organization & the characteristics of my organization etc. 3. Project Part: That would describe the primary purpose of preparing this report like – Findings, Data Analyzing, Data Processing etc. And Suggestions on how to improve the organization & its services even more will be given and finally Conclusion will be provided.