Analyzing the customer service experience for mobile banking users of The City Bank Limited

Abstract

The report contains an in-depth description of my three months long internship experience, pointing out the kindness and friendliness of the organization's employees and the crucial experience learned throughout the whole experience. The Maintenance Unit is an essential part of the City Bank Ltd. The members of the team gave me the required direction and encouragement, allowing me to obtain firsthand knowledge of the processes and difficulties encountered in the client service industry. As I was completely new to the field, I learnt so many exciting and new things, which was not only fulfilling but also enriched with a lot of skill set. The City Bank Limited's mobile banking users' customer care experience is also analyzed in this study. It analyzes multiple elements of the mobile banking platform, notably user happiness, accessibility, performance, and solving issues. The assessment of these elements tries to pinpoint areas in need of development and offer suggestions for how to improve client service in general. In a nutshell, the journey of this 3 months is captured by this report, along with in-depth research of how the users are feeling about the app CityTouch