Customer satisfaction on credit cards of the City Bank Ltd.

Abstract

This report “Customer Satisfaction on Credit Cards of the City Bank Limited” is the picture of a very well reputed Private Bank doing credit cards‟ business in Bangladesh. The key objective behind completing this report was to analyze and measure the customer satisfaction level of the credit card members of the bank. The main focus behind working on the topic was also to find out whether the credit card members are getting what they actually want from the Credit Card facilities provided by CBL or not. The Questionnaire method was used to analyze the collected and available data in this report. Some information was also obtained from following the Observation method and Cumulative Points Average (CPA) method. Thus the data used in this report were very important in regard to finding out the key facts in fulfilling the research objectives. The key findings from this report were the reasons behind unwillingness to continue credit cards of CBL, dissatisfaction regarding regular customer service and poor usage authorization regarding regular transactions of Credit cards. Some suggestive remarks were also provided keeping in mind the trends and operations process of CBL credit card business along with its weak points and limitations. Every research has got some limitations regarding the scope of its study. This report was based on a specific division of the banking business of CBL. So the biggest limitation of this study was it could not provide the full scenario of the CBL banking trends and business and its customer satisfaction level as a whole.