Customer satisfaction level and operating process of City Brokerage Limited : Nikunja branch

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.