Measuring the level of customer satisfaction on ATM services of ADC center, The City Bank Limited

Abstract

Now-a day‟s banking sector is modernizing and expanding its hand in different financial events every day. At the same time the banking process is becoming faster, easier and is becoming wider. This report represents the working and maintaining process of Alternative Delivery Channels (ADC) Management of City Bank Ltd. The main focus in this report is how to monitor the ATM service and how the officers provide their services to their customer through ATM services. To measure the satisfaction 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 Monitoring & Communication and ATM management is discussed detail in this report. I also try to focus how City Bank ATM service provide their 24/7 customer service to the valued customer of the bank and how ADC department is committed to bring excellence in ATM services with a promise to ensure simplest way to handing banking & delight their customer. It also has rules and regulations which are strictly monitored by Bangladesh Bank.