Services delivered to the cash account customers and the satisfaction level of those customers of City Brokerage Limited-Gulshan Branch

Abstract

This report is prepared on the basis of my three month practical experience at City Brokerage Limited- Gulshan Branch. This internship program helped me to learn about the practical scenario of capital market, evaluation process of the shares, technical and fundamental analysis of a company, customers, services provided to the customers and many more. City Brokerage limited has been set up to cater to the needs of the capital market needs of the institutional and individual clients. It is a wholly owned subsidiary of The City Bank Limited. It has stared it’s operation in 2009. It is now conducting it’s business across the country through three branches located in Dhaka and other two branches located at Sylhet and Chittagong. In the first part of this report, I have tried to give a view about City Brokerage Limited, it’s organizational hierarchy, national network, and basic business entities (mission, vision, objective, features). Lastly I have conducted a SWOT analysis to identify the Strength, weakness, opportunity, threats of the organization according to my point of view. In second part of the report I have shared my experience. In this part I have included my daily duties and responsibilities. This part will give a clear view of my practical experience within this organization. In this report, I have worked with the topic named “Services delivered to the cash account customers and the satisfaction level of those customers of City Brokerage Limited-Gulshan Branch”. In the third part of my report I have informed about the service provided to the cash account customers of City Brokerage Limited- Gulshan Branch. To identify the satisfaction level of those customers I had to conduct a research. I have conducted the research through survey method. For this reason I have prepared a questionnaire and conducted this survey on thirty cash account customers. I have used Likert scaling system to measure the question in a nominal scale. Then I have arranged the answers accordingly and put those answers in SPSS statistical software to measure frequency. I have prepared a hypothesis and conducted a one tailed T-test and also identifying correlation between occupation and customer satisfaction. Finally the report will end up with recommendation for City Brokerage Limited. I strongly believe the recommendation will provide effective direction to City Brokerage Limited to attract the customer, improving marketing policy and customer satisfaction level.