Customer satisfaction on online banking of EXIM bank

Abstract

This internship report is on the three months long internship program that I had experienced in EXIM Bank, Gulshan Branch from 1st January to 3rd April as a requirement of my BBA program. A financial institute that is licensed to deal with money and its substitution by accepting time and demand; deposit making, loan and investing in security is called bank. In Bangladesh there are too many banking institutions. Nationalization, Privatization and Financial sector reform; these are the three phases of development Bangladesh banking system has gone through. EXIM Bank Limited has started its journey as a private commercial Bank on 3 August 1999. The whole operation of Gulshan Branch EXIM Bank is divided into three sectors- (1) General Banking, (2) Credit Section, (3) Foreign Exchange Section. I was assigned on General Banking section for two months. And on foreign Exchange section for one month. Online Banking service is an important part of the general banking sector. So I tried to find out whether the customers of EXIM bank are satisfied with their online banking service or not. For this, have prepared my report based on “Online banking service” provided by EXIM Bank, Gulshan branch. Service from banking is seemed to vary from one service provider organization to another service provider organization. This sensitive part gets more sensitive when individual as well as country‟s potentiality like “Customer Satisfaction on Online Banking policy” of a Bank involves in there. And, it becomes more complex if the Bank owned by a private sector and it‟s also a Shariah based banking institution. This is why, I feel myself fortunate enough for wining a chance to work with a new and challenging service sector of banking system. Customer satisfaction on Online Banking policy of our country was approved by Bangladesh Bank. To satisfy the customers by proving service, every bank should follow this specific policy. So, I think a deep-rooted study may explore the mystery of its success side by side indicating the reason behind failure from one to another service provider organization. This study will comprise the exploratory findings of EXIM Bank Bangladesh Limited, its Customer satisfaction management policy, recommendation in the light of predetermined objective and methodology subject to acknowledgement of the affect caused by unavoidable limitation.