Measuring of employee satisfaction of customer service department in Bank Asia Limited : a study on Satmasjid Road Branch

Abstract

This report is prepared on the basis of my three-month practical experience at Bank Asia Limited, Satmasjid Branch. The banking sector is always considered one of the most fundamental sectors for the economy to be able to function. Bank Asia Limited is one of the reputed Private Commercial Bank in Bangladesh whose mission is to bring a high quality service to the customers as well as to participate in the growth and expansion of our national economy. During my internship period in Satmasjid Branch, I was assigned to the Customer Service Department. The customer service department is the department in which the first interaction between the customer and the bank takes place. Since, first impression is the long lasting impression so the quality, response time, customization of this department is very important. The aim of the report is to determine some of the parameters which can be used to measure the Employee Satisfaction of the Customer Service Department of Bank Asia Limited, Satmasjid Road Branch. This department plays an important role in providing quality service to its customers. Mainly this research report is aimed at identifying some of the factors which affect the job satisfaction of the employees in this department. The factors are linked with bonus, extensive training program facilities for the employees, working environment, salary, recognition, soul and nature of the work, delegation of authority, managers, and relationship with co-workers, promotion, and job security. The result of the research also specify that the employees from Customer Service Department of Bank Asia Satmasjid Branch are moderately satisfied with their job. But then again after knowing the scenario of Bank Asia Limited, Satmasjid Road Branch in terms of their employee satisfaction I pointed out some findings of that branch and then recommended some solutions to those findings, to my point of view which I think would improve the environment of the organization if implemented. Lastly, I gave the sources from which I took all the information and then the appendix part.