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The challenges of using the Citytouch app and its impact on customer retention: a study on City Bank PLC

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bracu.degree.levelUndergraduate
bracu.type.groupStudent Works
datacite.rightsOpen Access
dc.contributor.advisorChowdhury, Md. Hasan Maksud
dc.contributor.authorMahmud, Muntakim
dc.contributor.departmentBRAC Business School
dc.date.accessioned2025-07-14T04:48:55Z
dc.date.available2025-07-14T04:48:55Z
dc.date.copyright2025
dc.date.issued2025-06
dc.descriptionCataloged from the PDF version of internship report.
dc.descriptionIncludes bibliographical references (pages 98-101).
dc.descriptionThis internship report is submitted in partial fulfillment of the requirements for the degree of Bachelor of Business Administration, 2025.en_US
dc.description.abstractThis internship report presents an overview of the practical experiences gained at The City Bank PLC under the Customer Experience Department. The focus was on grievance management, service quality monitoring, and process improvement initiatives. Key responsibilities included handling customer complaints, preparing audit reports, analyzing Net Promoter Score (NPS) data, and contributing to digital transformation efforts. The report also addresses operational challenges, particularly related to the Citytouch app, and evaluates its impact on customer retention. Insights gained from the internship have deepened understanding of customer-centric banking practices, data-driven decision-making, and compliance in the financial sector.en_US
dc.description.degreeBachelor of Business Administration
dc.description.statementofresponsibilityMuntakim Mahmud
dc.format.extent101 pages
dc.identifier.otherID 21304063
dc.identifier.urihttp://hdl.handle.net/10361/26469
dc.language.isoenen_US
dc.publisherBRAC Universityen_US
dc.rightsBRAC University internship reports are protected by copyright. They may be viewed from this source for any purpose, but reproduction or distribution in any format is prohibited without written permission.
dc.subjectCustomer experienceen_US
dc.subjectGrievance managementen_US
dc.subjectCitytouch appen_US
dc.subjectProcess improvementen_US
dc.subjectDigital bankingen_US
dc.subjectNet promoter scoreen_US
dc.subject.lcshBanks and banking--Bangladesh.
dc.subject.lcshOnline banking.
dc.subject.lcshConsumer experience.
dc.subject.lcshGrievance procedures.
dc.titleThe challenges of using the Citytouch app and its impact on customer retention: a study on City Bank PLCen_US
dc.typeInternship Reporten_US

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Internship Report (Bachelor of Business Administration)