Customer satisfaction on general banking activities of Mercantile Bank Limited

Abstract

As businesses are going global and technology is moving further, people are getting services in less time. As a demand for such services from client banks are also moving forward with the current trend and pace, by introducing new services and product for their respective clients. Apart from these, an organization predominantly needs to take strong and efficient management decisions for operating it smoothly. Excellence in customer service is the most important tool for sustained business growth. Mercantile Bank Limited has a mission to set a new standard in the banking industry of Bangladesh. To achieve its mission MBL has set different targets for its different departments, and has decided to reinvest its profits in its development in IT, Marketing and Branding, Research department. The bank branches are the representatives for serving quality service and gaining business growth. Banks should specifically identify the sources of repayment and assess the repayment capacity of the borrower on the basis of asset conversion cycle and expected future cash flows. In order to add value, the banks must assess conditions in the particular sector or industry; they are lending to and its future prospects. The banks must be able to identify risk mitigates. It is a common issue that when a business grows, it faces different types of problems and by solving those problems smartly an organization can achieve its efficiency as well as gain organizational objectives. I mainly emphasized on the current account system of MBL. Therefore, I mainly concentrate on the credit department of this organization. This report tells about the responsibilities of different department and mainly the performance of Credit department. In addition, this report has covered the institutional background of MBL and many other information of MBL.