Customer satisfaction of BRAC Bank ATM card holders

Abstract

BRAC Bank is the fastest growing retail banking in Asia, 2011. BRAC Bank has made its place of reliability and trust in customer mind. It was an enormous opportunity to do three month internship at BBL (BRAC Bank Limited) where I got a taste of professional environment. general banking activities and process. This internship report is a combination of personal experience with BBL and customer satisfaction of ATM card holder of BBL. This repost focus on satisfaction level of BRAC Bank ATM card holder, ATM card quality and developing other alternatives to boost up customer satisfaction along with a customer survey research. This report is a descriptive research which is based on both qualitative and quantitative data. Exactly 50 participants have completed structured questioner and interviews. According the research problem research methodology was selected and after analyzing the data it is found that the customer are not dissatisfied with BRAC Bank although there is a number of objection among them. To increase the customer satisfaction BBL can take a number of initiatives like – taking initiative to eliminate wrong information about BBL ATM card, broadening internet banking and online shopping and most importantly increase the number of ATM booth. This internship report will give a narrow idea about the customer satisfaction of BBL along with my experience and a little introduction of BRAC Bank. Besides still this report has a number of lacking. But my individual effort and the help of my supervisor Mr. Muhammad Intisar Alam, Lecturer, BRAC University, gives this report a quality.