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North South University

Proposal on Internship report


The level of the customer satisfaction at Mutual Trust Bank Limited

Submitted To:

Samy Ahmed (Sya)

Submitted By:

Rashed Monsur ID: 073-322-030 Major: Marketing

Date of submission: 1st July 2012

Introduction Mutual Trust Bank limited is one of the successful private banks in our country. I will arrange the report into two main parts. In the first part of the report I will focus upon the organizational structure and the financial services offered by MTBL. The second part of the report basically will focus on the study of customer services quality in Mutual Trust Bank Limited, Gulshan Branch on the basis of a questionnaire and which will adorn on the basis of some parameters. Finally I will analyze the findings from the questionnaire and came to a conclusion with some of my recommendations. Objectives My main objectives of doing this research/report isTo understand the Customer Service or satisfaction of Mutual Trust Bank. And to find out that I will focus on the followingso Which type of Quality Service providing Trust Bank to their Customer; o How they creating Superior Value for their Customer; o Can they maintain their Efficiency; o Identify the Inter- departmental Teamwork Style; o Find out Front line Service Behaviors with Customer; o The present service Status of Trust Bank; And will also try to find out the level of Commitment providing to the customer by the Bank.

Scope: This report will cover the overall banking system of MTBL and also will include the relationship of the customers with the bank as well as the principals covered by the bank as a general banking system.

HypothesisThe quality of the service provided by Mutual Trust Bank Ltd is not up to the mark regarding modern banking. Customers are not totally satisfied with their services. Methodology: I will try to collect both primary and secondary data and will analyze them for my research. Primary Sources: My primary sources for data collection will be interviews of employees and clients of the Mercantile Bank Limited. I will make a questionnaire for the customers of Mutual Trust Bank Limited and will collect primary data by survey method. I will also collect Primary data by face to face conversation with the officers of Mutual Trust Bank Ltd. Secondary sources: I will try to collect my secondary data from Annual reports of MTBL Bank records Journals of the Bank Different books, training papers, manuals etc. related to the topic. Website of the Bank etc.

Target Group: My researchs target group will be the customers of Mutual Trust Bank Limited.

Sample Size: I will survey about 50 clients of Mutual Trust Bank Limited, Gulshan Branch by the questionnaire. My Study will include qualitative analysis of data which were collected through the questionnaire. I will use both qualitative and quantitative method to collaborate the information that will be collected.

Limitation of the study: The one of the main limitations of the research paper will be that it will conduct a small scale survey on clients. Time period will be another limitation for collecting information, which is only three months long. Insufficient supply of relevant books, journals and information can also be a limitation for my research. As the survey will be limited by size so there will chances of occurring random sampling error. The information will be Gulshan Branch centric so will not ensure the total scenario of Bangladesh.

Time Budget Since I have got only 3 months or 12 weeks for my reparation of the report so I have divide my time into 5 divisions1 week 2 weeks 2 weeks 2 weeks 2 weeks 1 week Organizational part Qualitative research Making questionnaire employees Conducting the survey Analyzing and interpreting data For joining, adding and polishing the report. and interviewing

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