Customer satisfaction of Standard Bank Ltd.

Abstract

This report is a pre-requisite of completion of the MBA Program. I conducted my internship program with the duration of 3 months in Standard Bank Ltd, (SBL) Dhanmondi Branch. In this phase of my education I received the practical knowledge related with my education. I achieved a commendable knowledge on general banking. The report emphasize on the “Customer Satisfaction of Standard Bank Limited” highlights products and services offered by the bank to its customers, ranges of these services, their different features, quality of service. For this customer survey 23 questions have been asked to 20 different customers of Standard Bank. Standard Bank tries to introduce international standard products and services to attract the customers and upgrade their satisfaction level. According to my observation and understanding, it is very difficult on my part to introduce the customer satisfaction procedure in our country in this short period of time. The SBL is trying to do so with their prescheduled programs and procedures to attract wide range of customers by providing them quality services in terms of their personal satisfaction and needs. They have various offers and programs to their customers with attractive packages. although they are doing a good job but according to my perception they need to focus more on the overall management system and consumer behavior which should be much cooperative with the main branches as well as with other branches for a smooth flow of work. I express my observation and personal experience towards the bank. I made necessary recommendations to be adjusted to maintain the organizations journey to the excellence according to my viewpoint. To summarize the whole situation, I would like to say that, this organization is trying their best and putting a lot of efforts to standardize their banking services. In short, this report mainly focuses on how to satisfy the customers by providing them various services and benefits from this bank and to upgrade their satisfaction level by providing better services and qualities in comparison to other banks. This reports also deals with customer needs and wants in terms of their personal views.