Customer service and satisfaction of Standard Bank Limited

Abstract

I have chosen Standard Bank Limited (SBL) for gaining on-field experience as an intern for a period of three months starting from 01st February 2016 till 30th April 2016, as a part of my internship program of Masters of Business Administration (M.B.A.) requirement. I was recruited as an intern for the department of General Banking Department at the Narayanganj branch of SBL. I have conducted a study on the overall activities of SBL as well as the customer satisfaction within the organization and presented it on a working report with the title “An internship report on Customer Service and Satisfaction of Standard Bank Ltd”. This report consists of information about the project I had been assigned with which happens to be the customer satisfaction level measurement. I have conducted a survey based on a structured questionnaire & tried to get as information as I get from the customers in a direct formal way. In addition to this, I have also provided an overview of the company, the department I have been assigned to along with an account of my experience as an intern at SBL. Standard Bank Limited is a scheduled Bank under private sector established under the ambit of bank Company Act, 1991 and incorporated as a Public Limited Company under Companies Act, 1994.The Bank started commercial banking operations effective from June 03, 1999. The Bank had been widely acclaimed by the business community, from small entrepreneur to large traders and industrial conglomerates, including the top rated corporate borrowers for forward-looking business outlook and innovative financing solutions. Thus within this very short period of time it has been able to create an image for itself and has earned significant reputation in the country’s banking sector as setting a new standard in banking. The various programs undertaken by the Bank to enrich the quality of human resource are mainly aimed at increasing professional knowledge and skill levels of employees through training and development, in order form a well-equipped work force for providing superlative services to the customers. In preparation of this digest both secondary and primary data sources have been used. The primary data were mainly collected while conducting the survey on customer satisfaction. The secondary data sources were the company website, the annual reports and other publicized documents of the company as well as from other books. The report will mainly focus on what criteria Standard Bank Limited of Bangladesh is maintaining for satisfying the customers in different sectors like investment, deposit scheme, loan sanction, remittance etc.