Customer satisfaction level of Standard Bank Limited

Abstract

In 21st century, banks are the base of the development of any economy. A growing economy like Bangladesh is no different. Like any other developing countries new business opportunities are being created every day. Every two weeks we see a major new product or service. The global market of finance is now vibrant more than any other time. To use this situation as an opportunity intense researches are required. To make these possible, huge amounts of data is needed. Gathering data now a day has become easy in technical a sense. But, nothing compares to the accuracy of data straight from the field. As a matter of fact I got the opportunity to do a very brief survey on customer satisfaction of Standard Bank Limited Mohakhali branch. The survey was done when I was doing my internship program as a part of my academic requirement and completion of my BBA program from BRAC University. This report is based on the three month internship program I completed from Standard Bank Limited. The focus of this report goes mostly to the customer satisfaction level of the particular branch (Mohakhali branch) of Standard Bank Limited I worked and gathered data from. All the other information and corporate backgrounds are presented to shed light on the survey field and its data analysis. Company backgrounds, list of products, company organogram kept brief intentionally as they are available in SBL website to make this report more relevant. I learned so many things about banking in this short period internship that I am grateful. The things I learned from this internship are included and used in preparation of this report and the survey. During internship program I realized that every employee in Mohakhali branch of SBL is a reflection of professionalism, manner, punctuality and humanity. SBL always offers new and better products (deposit & loan), services (SMS banking, account statement and others) to their customers for being the right partner, being passionate about customer’s success and serving them with quality services.