ATM booth management of BRAC Bank Ltd.

Abstract

This report represents the working and maintaining process of ATM service of BRAC Bank Ltd. The main focus in this report is how to monitor the ATM and CDM and how the officers provide their services to their customer through the ATM service center. The report has contained all information of ATM service operation which is not confidential for the bank and these information will not against rules of BRAC bank. The report has started with the introduction of the bank, their core activities, focus, corporate mission, corporate vision and other issues. The working process of ATM management is discussed detail in this report. There are also the information of vendor service of the ATM and also have the company name that play the role of ATM provider to the bank. There also have the information of the employee who are assign for this job and full description about their job role. I also try to focus how BRAC Bank ATM service provide their 24/7 customer service to the valued customer of the bank. It also has rules and regulations which are strictly monitored by Bangladesh Bank. I made an analysis of 30 people to determine about the satisfaction or dissatisfaction of customers regarding use of BRAC Bank ATM. For doing the customer satisfaction analysis I have done a survey with 10 questions regarding ATM both service of BRAC Bank. I asked those questions to 30 people randomly outside the various ATM both of BRAC Bank. The question was asked to those customers who just come outside of the both after using the ATM service. I gave them 5 option of each question where maximum 5 means they are strongly agree with the fact which I asked and lowest 1 means they strongly disagreed. Other 3 option are agree, neutral, disagree. From the answer of the 10 questions I prepare percentage statistics of each question. And finally grades the each questions according the results and average of this grade is the satisfaction level of the customers.