Internship Report on Customer Satisfaction on the Services of Al-Arafah Islami Bank Limited Essay

conk out-1Introduction1.1 Background of the explanationThe internship is a dynamic approach for operable hunch overledge gathered at this with b get-go over. My effort was for practical job perplex by means of internship for telephone line colloquy skills as well as deposeing arenas. As a student of BBA for the askment of the internship program, I was assigned to The MBL for my practical orientation.This sketch is turn ine as partial requirement of the 3 months internship program for the BBA students of discussion section of commercializeplaceing, Bangladesh University of Business and technology. The internship work is done on a curse, namely mercenary brinking comp any Limited (MBL). The students were asked to prep be reports on their assigned jobs by and by the tip of the Internship in the respective organizations. The topic of the report is Customer Satisfaction on the works of MBL.1.2 Signifi endurece of the delineateThe economy of our country has a barg ain left to be desired and there argon lots of scopes for large improvement. In an economy akin this, argoting sector give nonice play a vital role to improve the all overall social-economic conditions. As our country is an be funky develop country, the coasts play the role of an in termediary and whoremaster mobilize the wastefulness fund of surplus sectors to bring home the bacon necessary finance, to those sectors, which ar ask to aid the just development of the country.The confides provide diametric types of ope locate to its counter parts, like general asserting work or finance or ordering which results transaction of currency. To do this they excessively need capital, assets and distinguishable factors which effects directly in the posit performance. This report give help to netherstand the node gratification on the assistants of MBL. As a result, we can ingest a clear idea round node ecstasy on the work of MBL.1.3 Scope of the ReportMBL is always trying to improve their node supporter in e very(prenominal) sector, but in todays hawkish strain world, banks need to give additional constriction to the clients requirements, in order to stay at the top.Therefore, besides dealing with the general attributes of Different returns, I score been trying to put to a hugeer extent concentration on the customer returns and refreshed(prenominal) customer related facilities in this report while I take been doing my internship. 1.4 Objectives of the Report1.4.1 Broad ObjectiveThe full(a) objective of this report is to identify the customer satisfaction on the values of MBL. 1.4.2 Specific Objectives* To baffle out the different serve of MBL that is provideed to its clients. * To identify the 7ps depth psychology of MBL.* To identify the weakness, problems, opportunity of MBL. * To identify the level of customer satisfaction.* To charmk the opportunities and competitive advantages that has been ignored by MBL.1.5 M ethodology1.5.1 Types of Re inquisitionIt is both beta & angstrom unitere descriptive research in nature. 1.5.2 Sources of selective informationI countenance collected data from the two sources, one is primary source and another(prenominal) is secondary source.1.5.2.1 Primary Sources* Conversation and questioning with the different clients by questionnaire look. * find the total surround.* Employee of foreign exchange, credit & group A others.1.5.2.2 Secondary SourcesSecondary DataWhich data is already published thats called Secondary data or Secondary data is data collected by someone other than the functionr. Secondary data argon very much outstanding for broadcast an efficient study and to call for faithful result.1.5.3 Data Collection subroutine1.5.3.1 Primary DataThe primary data collection work on embroils* inquirer survey1.5.3.2 Secondary Data* Brochures of MBL.* Annual report of MBL.* Official website.* www.google.com1.5.4 interrogative moodnaire designThis is a well structure type of questionnaire and used for conducting customer satisfaction survey and acquire primary data. here average era was 20 minute for every(prenominal) respondent. There argon 20 questions on the questioner. Question type was close ended.1.5.5 try out Plan1.5.5.1 Target Population either clients of MBL Gulshan branch in Dhaka city.1.5.5.2 s group Ale ElementIndividual clients of MBL .1.5.5.3 S angstromling FrameNo well structured s deoxyadenosine monophosphatele frame was found.1.5.5.4 S international angstrom unitereling ProcedureNon probability convenience stype Aling surgery is used.1.5.5.5 S angstrom unitle coatI have inducen 50 customers as my s angstromle.1.5.6 Data analysis and reportingQuantitative and qualitative data collected and analyzed fit in to acceptable standards of practice. Different tables and graphical records were used to convey the data meaningful.1.6 Limitations* Lack of customer co-operation. * Lack of adequate retireledge m uch or less any other fiscal institutions. * It was very difficult to collect all data, which is very essential. * Due to sequence limitation many expressions could not be discussed in the present study because wedgeing is a vast subject. * Lack of experiences on banking.* Every organization has their birth secrecy that is not revealed to others.Despite the limitation, I have tried my lift out to prep atomic number 18 the report. If you find any mistake please consider it cordially.Part -2Overview of the companion2.1 Company Backgroundmercenary Bank Limited was integrate in Bangladesh as a public limited company nether the Bank Company Act, 1991, on May 20, 1999. After obtaining license from Bangladesh Bank to carry on banking business, the bank commenced its operation on June 2, 1999 with an authorized capital of Tk 800 million divided into 8 million ordinary sh argons of Tk 100 each. On 31 December 2001, its nonrecreational up capital was Tk 596.5 million mercantile Ban k Limited went for public issue of sh ars on October 21, 2003. There atomic number 18 30 sponsors involved in creating Mercantile Bank Limited. During this compendious cross of fourth dimension the MBL has been successful to machinate a come in as a progressive and dynamic financial institution in the country.The MBL has been widely acclaimed by the business community, from small entrepreneurs to large traders and industrial conglomerates, including the top rated corporate borrowers for forwarding- feeling business outlook and innovative financing solutions. Thus within this very short period of time it has been able to create an image for itself and has fooled of import reputation in the countrys Banking Sector as a bank with vision. The Bank has made fundamental contribution to the growth of Readymade Garments sectors by handling huge mensuration of export Letters of recognition. Recently it has 75 Branches with 1,668 efficient employees.2.2 VisionTo be the best Bankin g service provider in Bangladesh at a reasonable cost &type A giving to a greater extent function & adenosine monophosphate facilities to the small ,medium ,large sectors to improve the socio economic condition in Bangladesh.2.3 MissionTo meet the challenges of 21th century & adenosine monophosphate to meet the lodgeed forthcoming tense result, MBL asserting many attractive run to the customer .they increased the FDR rate from 12.5 to 13.33 to collect more desexualise from customers & angstrom unit to increase the saving mark of the clients.MBL recently introduced Super advance nonplus plan (SBDS) & schooling Planning Deposit organisation (EPDS) they ar long term particular(prenominal)(a) saving scheme through which customer can get benefits up to 10 or 15 years.2.4 Objectives* To achieve controlling Economic place Added (EVA) each year. * To be market leader in product innovation.* To be one of the top three Financial Institutions in Bangladesh in term of cos t efficiency. * To be one of the top five Financial Institutions in Bangladesh in terms of market shargon in all significant market segments we serve. * To achieve 20% return on shareholders equity or more, on average.2.5 Core Values* For the customerProviding with caring services by being innovative in the development of new banking product and services * For the shareholderMaximizing wealth of the bank* For the employerRespecting worth and dignity of individualist employees devoting their energies for the progress of the bank * For the communityStrengthening the corporate prizes and taking environment and social risks and reward into calculate.2.6 Board of Directors* chairpersonMd. Abdul Jalil, M.P* Vice Chairman Morshed AlamMohd. Selim* Director M. S. AhsanAlhaj Akram Hossain (Humayun)Md. Anwarul HaqueDr. Toufi que Rahman ChowdhuryGolam Faruk AhmedEngr. Mohd. MonsuruzzamanBilkis BegumMd. Tabibul HuqA. S. M. Feroz AlamA. K. M. Shaheed RezaMd. Nasiruddin ChoudhuryMd. Shahabuddin AlamSyed Muhammed Abbdul Mannan, M.PAlhaj Mosharref HossainIsrat JahanM. A. Khan BelalDr. Matiur Rahman, M.P* Managing Director & CEOA.K.M. Shahidul Haque2.7 Operational interlocking organ gramChairmanManaging DirectorDeputy Managing Director decision maker Vice prexySenior Vice chairmanVice PresidentSr. Assistant Vice PresidentAssistant Vice PresidentFirst Assistant Vice PresidentSenior Executive officeholderExecutive officerSenior OfficerOfficerJunior Officer2.8 Deposit Services* Monthly deliver final cause (MSS)Monthly Saving synopsis is one of the most popular rely products in different communities that introduced to attract small savers for building up their habit of savings and thereby build up a healthy capital base for the economy. The monthly installments are in dis same sizes and one can adopt the schemes for a period of 03 years, 05 years, 08 years or 10 years.* Monthly Benefit Deposit Scheme beneath this scheme, depositor will get a certain summ arize of money in each month proportion to his/her deposit during the holy tenure. Benefit starts right from the inaugural month of gap an account under this scheme and continues up to five years. On maturity, the top dog bill is salaried back. Objectives of this scheme are to help the retired persons for investing their retirement benefits, Create investment funds opportunities for Non-Resident Bangladeshi. The Minimum deposited amount is BDT 50,000 or its multiples and the tenure is five (05) years.* Double Benefit Deposit Scheme (DBDS)The main attraction of DBDS is that, the deposited amount will be double in tenure of 5.6years. Minimum deposited amount should be BDT 10,000 or its multiples. In case of premature encashment pursuance will be gainful on Saving A/C Rate. lend may be granted up to maximum 80% of the deposited amount, but minimum article of belief amount mustiness be BDT 20,000.* Quarterly Benefit Deposit SchemeThe Quarterly Benefit Deposit Scheme will be keep for a period of 3 (three) years and the minimum amount of deposit is BDT 50,000.00 (fifty thousand) or its multiples. Interest will be paid on every quarter basis. Benefits start right from the first quarter of opening the scheme. On maturity, principal amount will be paid back. Savings account is needed to maintain this scheme.* 1.5 Time Benefit Deposit SchemeUnder this scheme, deposited amount reserved for 4.25 years (or 51 months) and the minimum amount of deposit is BDT 50,000.00 (fifty thousand) or its multiples. After 4.25 years maturity, 1.5 times of the deposited amount will be paid back to the account holder.* Advance Benefit Deposit SchemeUnder Advance Benefit Deposit Scheme, one can deposit a certain amount of money for two years. The depositor will receive the benefit on yearly basis. The benefit amount of first year will be received in advance at the time of deposit. On maturity, the depositor will get back the principal amount with the benefit amount of second ye ar. That means Interest is paid in two Phases, first phase paid initially and second phase paid after maturity. Loan may be granted up to maximum 70% of deposit.2.9 Loan Services* Consumer Credit SchemeConsumers Credit Scheme is one of the popular areas of collateral-free finance of the Bank. sight with limited income can emolument of credit facility to buy household life-threatenings including computer and other consumer durables.* get hold of financeThis scheme has been designed to assist and encourage the genuine and adequate to(p) entrepreneurs and professionals for acquiring capital machineries, medical equipments, computers, vehicle and other items. Flexibility and easier term and conditions of this scheme have attracted the potential entrepreneurs to acquire equipments of production and services and quit gradually from earnings on the basis of Pay as you earn* SME Loan SchemeSmall and Medium Enterprise (SME) Loan Scheme has been introduced to provide financial assistanc e to new or experienced entrepreneurs to invest in small and medium scale industries with a comparatively low-pitched rate of worry as the same is assisted by the Bangladesh Bank wither financing facilities.* in-person Loan Schemepersonal Loan Scheme has been introduced to extend credit facilities to cater the needs of low and middle-income convention for any purpose. Government and semi government activity officials, employees of autonomous bodies, banks and other financial organizations, international Companies, reputed private organizations and teachers of recognized public and private schools, colleges and Universities are worthy for this loan.* Car Loan SchemeCar Loan Scheme has been introduced to change middle-income people to purchase Cars/SUVs/Jeeps. Government and semi-government officials, employees of autonomous bodies, banks and other financial organizations, multinational companies, reputed private organizations, teachers of recognized public and private univers ities and businessmen are pensionable for this loan.* Home Loan SchemeTo meet the growing need of housing for middle and lower-middle income people, MBL has introduced Home Loan Scheme.* Overseas Employment Loan SchemeOverseas Employment Loan Scheme is designed to facilitate the Bangladeshi youths gossipking employment aboard but unable to meet the expenses to stove the workplace from their own sources. The ultimate objectives of the scheme are to promote happy / semi-skilled manpower to different countries across the world as well as to provide support to Government Policy considering priority of this sector. By availing loan under this scheme, the active youths of middle and lower middle class can get overseas employment.2.10 Marketing Mix(1)ProductMBL now offering various kind of deposit screams for the customers with retail Banking, corporate finance, asset, equity brokerage and security. (2) hurtPrice means value that a customer has to pay to take any service.MBL takes a c harge from the deposited account & charge interest on lone. (3)PlaceRecently MBL has 75 Branches all over Bangladesh & they are opening new branches for improving their customer services. (4) forward motionMBL use TV, print media to communicate with the customers.(5)PeopleMBL has 1668 efficient employee to provide their services & many sells representatives on the field. (6) ProcessProcess means, the appendage mechanisms and flow of the performance by which the service is delivered. They always try to provide services as early as possible. (7) natural EvidencePhysical environment means, the environment in which the service is delivered .MBL established their branches in all important places & they provide their services in a comfortable & friendly environment for their customer.2.11 SWOT analysis* Strengths* Strong customer kin or customer loyalty.* More than 70 branches with 1668 efficient employee.* Excellent Service quality.* Strong vigilance team.* Reasonabl e interest rate.* Weaknesses* Delay in service delivery.* Long Account opening serve well.* Introducer require in opening present-day(prenominal) account.* Low promotional activity.* Opportunities* Technological advantage.* Mobile banking.* Offering new deposit scheme.* SME banking.* Threats* Political changes.* Technological improvement.* Increasing number of banks.* High government rein & fixed interest rate by Bangladesh bank.2.12 Corporate composeName Mercantile Bank LimitedEstablished May 20, 1999 period office 61, Dilkusha technical areaDhaka-1000, BangladeshPABX 9559333, 9553892Key People Md. Abdul Jalil, M.PIndustry Finance (Bank)Services retail banking, corporate finance, Finance, asset, equity brokerage and security. Branches 75Employees 1668 receipts 3,004.17 million (2011)Website www.mblbd.comPart-3Theoretical AspectsMarketing Theory* MarketingThe process by which companies create value for the customer & build strong kind with them in order to capture from customer in return. * Marketing ManagementMarketing Management is a business discipline which focuses on the particular application of marketing techniques & the management of firms marketing resource & activity. * Marketing ResearchThe systematic design, collection, analysis, and reporting of data relevant to a specific marketing situation facing an organization. * Target MarketA set of buyers sharing common needs or characteristics that the company decides to serve. * Market SegmentA group of consumers who respond in a similar way to a given set of marketing efforts. * Market spatial relationA clear, distinctive and desirable place of a product sexual congress to competing products in the mind of fanny consumers or Create a positive image on customers mind. * MarketMarket is a system, surgical operation for exchanging goods & service where two parties agree to sell or buy any product or service in a particular value or price. * Market OfferingSome combination of prod ucts, services, information, or experiences offered to a market to satisfy a need or want.* Product suppositionThe idea that consumers will favor products that offers the most quality, performance, and features. * Production fantasyThe idea that consumers will favor products if that are available and highly affordable. * Selling impressionThe idea that consumers will not buy enough of the firms products unless it undertakes a large scale selling and promotion effort. * Marketing ConceptThe marketing concept that achieving organizational goals depends on knowing the needs and wants of target markets and delivering the desired satisfaction better than competitors do. * Societal Marketing Concept possibly a company ought to make good marketing decisions by considering consumers want, the companys requirements, consumers long-run interests and societys long-run interests. * Service each activity or benefit that one party can offer to another that is essentially intangible and does no t result in the willpower of anything. * Customer SatisfactionDependent on the products perceived performance relational to buyersexpectations or the extent to which a products perceived performance matches a buyers expectations.* 7ps in Detail material body 1 * ProductsThe product is the most important aspect of the marketing mix. Products have both tangible and intangible benefits. Tangible benefits acknowledge benefits, which can be measured such as the top upper berth of a car. Intangible benefits are benefits that cannot be measured such as the enjoyment the customer will get from the product. It is important that the product is changed as necessary to bring it up to date and prevent it from being overtaken by competitors. The term product refers to tangible, physical products as well as services. here are some examples of the product decisions to be made * Variety* graphic symbol* Design* Features* Brand name* Packaging* Services* Sizes* Warranties* Returns* PriceIt is v ery important that the correct price is charged for a product. If the price is in addition high consumers will avoid the product as they will suppose it to be too expensive yet if the product is priced too low they may believe that there is something wrong with the product for it to be so cheap. Also if the company charges too low a price, it may not cover its costs. There are many different determine strategies that companies can use to decide on a price for their product including market and psychological pricing methods. Some examples of pricing decisions to be made include* Pricing strategy (Skim, penetration, etc.)* Suggested retail price* Volume discounts and wholesale pricing* Cash and early payment discounts/ bonus* Seasonal pricing* bundle* Price flexibility* Price discrimination.* PlaceThe place is where you can expect to find your customer and consequently, where the sale is realized. Knowing this place, you have to look for a distribution channel in order to reach you r customer. * Distribution take* Market coverage (inclusive, selective, or exclusive distribution) * Specific channel members* account management* Intermediaries* Distribution centers* Order touch* Transactions* Reverse logistics* promotional materialIn the context of the marketing mix, promotion represents the various aspects of marketing communication, that is, the communication of information near the product with the goal of generating a positive customer response. Marketing communication decisions include * Promotional strategy (push, pull, etc.)* Advertising* Personal selling & sales force* Sales promotions* Public traffic & publicity* Marketing communications budgetHowever, the strategies for the four Ps require some modifications when applied to services. For example, traditionally promotion is view of as involving decisions related to sales, advertising, sales promotions and publicity. In services these factors are also important, but because services are produc ed and consumed simultaneously, service delivery people are involved in real-time promotion of the service even if their jobs are typically defined in terms of the operational function they perform. * PeopleAll human action that plays a part in deferred payment and information services delivery namely the librating personnel. * ProcessProcess means, the procedure mechanisms and flow of the activity by which the service is delivered. * Physical EvidencePhysical environment means, the environment in which the service is delivered & firm & customer interact, & any tangible components that facilitate performance or communication of the service.* SWOT analysis pattern2* Strengths* What advantages does your organization have?* What do you do better than anyone else?* What unique or lowest-cost resources can you draw upon that others cant? * What do people in your market percolate as your strengths?* What factors mean that you get the sale?* What is your organizations anomalous Selling Proposition?* Weaknesses* What could you improve?* What should you avoid?* What are people in your market likely to see as weaknesses? * Whatfactors lose you sales?* Opportunities* What good opportunities can you spot?* What interesting trends are you aware of?* Changes in applied science and markets on both a broad and narrow scale. * Changes in government policy related to your field.* Changes in social patterns, population profiles, lifestyle changes. * topical anaesthetic events.* Threats* What obstacles do you face?* What are your competitors doing?* Are quality standards or specifications for your job, products or services changing? * Is changing technology threatening your position?* Do you have bad debt or cash-flow problems?* Could any of your weaknesses seriously threaten your business?Gaps Model of Service Quality fig 31. Customer offer Difference between customer expectations & perceptions. 2. Provider gap 1 not knowing what the customer wants or expect. 3 . Provider gap 2 Not selecting the right service design and standards. 4. Provider gap 3 Not delivering to service designs & standard. 5. Provider gap 4 Not matching performance with promises.Part-4Analysis and FindingsQuestionnaire Survey AnalysisIn every survey, it is essential to analyze the survey results and follow thefindings as a guidepost of development of the project. The survey reports are shown below with graphical representation in percentage basis. (1) What type of account you maintain with this bank?FIG 4From the graph, it is seen that 23 of the respondents are MSS holder, 10 of the respondents have FDR, 13 of the respondents have accepted account and 4 have the other account. Here most of the respondents have Monthly saving scheme (MSS) Here bank should give splendour on other accounts.(2) Why you choose mercantile bank? Or reason of choosing this Bank?FIG 5From the graph, it is seen that the 11 respondents choose this bank for the number of branches of the bank , 15 for location of the bank, 3 for reputation of the bank, 16 for service of the bank, 5 for personal relationship. Here most of the respondents choose this bank because of the service and location of the bank.(3) What are the services of this bank you usually use?FIG 6From the graph, we found that the 20 respondents use MSS of this bank, 3 uses LC of the bank, 9 uses present-day(prenominal) account of the bank, 7 uses FDR of the bank, 7 uses Card & 4 uses footlocker service of the bank. Here most of the respondents use MSS and current account services of the bank.(4) Are you conform to with the service charges of the bank?FIG 7From the graph, we can see that the 25 respondents said moderate, 14 respondents said service charges are high, and 11 respondents said the service charges are low from some other banks.(5) Are you cheery with the account opening procedure?FIG 8 From the graph, we can see that the 23 respondents are satisfy with the account opening procedure, 12 are very cheery and 15 are dis at rest. Here most of the customers are pleasant with the account opening procedure.(6) Are you a calculate posting holder of this Bank?FIG 9 From the graph, it is seen that the 14 respondents are card holder and 36 respondents are not. Here the respondents who have account in the bank they can apply for the card.(7) Do you withdraw the poetry of ambience cells are sufficient?FIG 10From the graph, it is seen that the 76% respondents speak up that the add up of automated teller machine booths are not enough and available, 24% respondents appreciate that the numbers of ATM booths are sufficient. So, most of the respondents are not satisfied with the number of ATM booths.(8) Do you turn over MBL takes long-life time to issue a card?FIG 11From the graph, we can see that 20 respondents think they dont take longer time to issue a card, 20 respondents think they take a longer time & 10 respondents think they take a very long time.(9) Are you sati sfied closely ATM services?FIG 12From the graph, it is seen that the 17 of the respondents are satisfied withthe ATM services, 20 respondents are dissatisfied, and 13 respondents are in moderate position. Here most of the respondents are dissatisfied with the ATM services.(10) Are you satisfied with the branch location?FIG 13From the graph, we can see that 18 respondents are satisfied, 14 respondents are dissatisfied, and 18 respondents are in moderate position.(11) Where do you first know about this bank?FIG 14From the graph, 0 respondents know from TV, 20% respondents know from news paper, 36% respondents know from bill board & representatives, 44% respondents know from friends & family.(12) Are you satisfied with the different interest rates that are offered by MBL?FIG 15From the graph, we can see that 36% respondents are satisfied with the interest rates, 50% respondents are in moderate position & 14% respondents are dissatisfied with the interest rates.(13) Are you sa tisfied with the different promotional consort of MBL?FIG 16From the graph, we can see 0 respondents are highly satisfied ,3 are satisfied, 26 are in neutral position,12 are dissatisfied ,9 are highly dissatisfy about the promotional activities of MBL.(14) Do you think the employees are highly efficient?FIG 17From the graph, we can see that 5 respondents are highly satisfied on the work of employees of MBL.15 respondents are satisfied & 26 respondents are in neutral position & 4 respondents are dissatisfy. As a result more or less all respondents are satisfied for the employees.(15) Do you think the process of taking loan is very easy?FIG 18From the graph ,we found that 0% respondents are highly satisfied with the lone processing ,28% respondents are satisfy with it, 24% respondents are in neutral position ,48% are dissatisfy on the lone taking process.Part-5 major FindingsMajor FindingsMercantile Bank Ltd actively participate in the growth and elaboration of the national ec onomy by providing various kind of services. While analyzing the policies and procedures & analyzing the customer satisfaction of the Bank the following areas were mostly viewable.* well-nigh of the respondents have MSS account.* most(prenominal) of the respondents choose this bank because of the branch location & services of the bank. * Most of the respondents come to this bank for the MSS, FDR & savings accounts. * Most of the respondents are satisfied with the MBL charges. * Most of the respondents are satisfied with the account opening procedure of the bank ,but respondents had to face some difficulties to open current account because it require introducer who already have current account on MBL. * Most of the respondents dont use card of this bank.* Most of the respondents are not satisfied with the number of ATM booths. * Most of the respondents are not satisfied with the system of issuing a card. * Most of the respondents are not satisfy with the ATM services. * Mo st of the respondents are satisfied with the branch location. * Most of the respondents know about the bank from friends & family. * Most of the respondents are satisfied with the MBL interest rate.* Most of the respondents are not satisfied with the promotional actives of the bank. * Most the respondents are satisfied with the MBL employees attitude and behavior because they can expertly solve the banking problem. * Most of the respondents think the loan processing system is not easy & high interest rate on personal loan.Part-6passportRecommendationMBL has an efficient and excellent management team and performing with a great expertise and care. The limitations can be overcome by some measures to make the performance outstanding. I have some suggestions for The MBL according to my observations out of my survey on 50 customers. Those are given below * The bank should offer more facilities on other account to attract more customers. * The bank should build a strong image on mar ket through covering new area. * The bank should provide more attractive features & plan to attract more customers.* Customers are satisfied with MBL charges, so the bank should attract large number of customer through using this low cost strategy. * The customers are satisfied with the account opening procedure of the bank. merely the bank should introduce an easier process to open current account. * The bank should provide more facilities in the ATM cards. * They should increase the number of ATM booth because the Customers are not satisfied with the number of it. * The bank should give more importance on the system of issuing a card as early as possible. * The bank should give more concentration on the ATM services because the customers are not satisfied with it. * The bank should find new important area to make new branches & search opportunity for the bank. * The bank should increase their advertisements.* The banks customer are happy with the interest rate, through this advantage the bank should attract more customers. * The bank should increase the promotional actives on TV, print media & radio.* The bank has many efficient employees an efficient employee can attract the customers, so the bank should give more importance on that. * The bank should introduce an easier process for giving lone.Part-7ConclusionConclusionMercantile Bank Limited is a strong and effective player in the financial system. It is a solid, forward-looking, modern-day local bank with a record of sound performance. It is a new times bank. It is committed to provide high quality financial services /products to contribute to the growth of GDP of the industrialization, boosting up export, creating employment opportunity for the better youth, rising standard of living of limited income group and overall sustainable socio-economic development of the country. The bank has the vision to be the best Private Commercial Bank in Bangladesh in terms of efficiency, capital adequacy, asset quality, sound management etc. it is now one of the top most useful commercial bank.As concluding remark the bank is able to disclose a leading role with the 13 years success apologue but to remain in Strong position among new generation banks, the bank must face new challenges. The bank must make a positive attempt to be more outward looking in their goals and aware of what is happening. They must also emphasize on the national scenario more closely and analyze any certain trends and strategies of their competitors. The bank must accept any failures and think of them as an objective to pursue future goals instead of blaming such failures on other factors and in this way the Bank will be able to keep on playing its important roles in our economy.Part-8BibliographyBibliography* Annual Report (2009) of Mercantile Bank Limited.* Annual Report (2011) of Mercantile Bank Limited.* Circular of Mercantile Bank Limited.* Interview with the Credit section of employees Mercantile Ban k Limited, Gulshan, Branch. * Interview with SME and retail banking section of Mercantile Bank Limited, Gulshan Branch.Books reference* Principles of Marketing- 12th Edition- Philip Kotler.* Marketing Management- 13th Edition- Philip Kotler.* Service Marketing- quaternate Edition- Zeithamal & Bitner .Internet reference* www.google.com* www.wikpedia.com* www.yahoo.com* www.answer.com* www.mblbd.comPart-9AnnexureRaw Table1. What type of account you maintain with the bank?* MSS 23* FDR 10* authorized 13* Others 42. Why you choose mercantile bank?* Branch number of the bank 11* Location of the bank 15* Reputation of the bank 3* Service of the bank 16* Personal relationship 53. What are the services of this bank you usually use?* MSS 20 * LC 3* legitimate Account 9* FDR 7* Card 7* Locker 44. Are you satisfied with the service charges of the bank?* really high 0* High 14* centrist 25* Low 11* very low 005. Are you satisfied with the account opening procedure?* Good 23* Very good 12* Poor 15* Very unretentive 006. Are you a debit card holder of this Bank?* Yes 14* No 3607. Do you think the numbers of ATM booths are sufficient?* change course 12* take issue 3808. Do you think MBL takes longer time to issue a card?* Disagree 20* potently Disagree 0* Agree 20* Strongly agree 10* 9. Are you satisfied about ATM services?* live up to 7* Dissatisfy 20* Moderate 1310. Are you satisfied with the branch location?* Yes 18 * No 14 * Moderate 1811. Where do you first know about this bank?* TV 0 * News Papers 10* Bill-board & sells representatives 18* Friends & Family 22(Likert scale) No. Question passing Satisfy Satisfy Neutral Disagree Highly Disagree 12. Are you satisfied with the Services offered by the MBL? 0 20 21 9 0 13. Are you satisfied with the different charges& interest rates that are offered by MBL? 0 18 25 7 0 14. Do you think the numbers of branches are satisfactory compare to other Banks? 0 20 23 7 0 15. Are you satisfied with the different promotional campaign of MBL? 0 3 26 12 9 16. Do you think the employees are highly efficient? 5 15 26 4 0 17. Do you think the process of taking loan is very easy? 0 14 12 24 0 18. Are you satisfied with the total working process of the MBL? 0 11 30 9 0 19. Do you think MBL provides a very good after sales services in ATM sector? 0 9 20 13 8 20. Do you think MBL take longer time to open LC? 0 20 16 14 0QuestionnaireDear respondent,-Im a student of BBA program studying in Bangladesh University of Business & Technology (BUBT). I was assigned to prepare a report on customer satisfaction of the Services of Mercantile Bank LTD which is a partial fulfilment of my internship program. As a result, some information would be needed from you. It is conscious that all the information will keep confidential and solely use in this report only.NameSex a) Male b) Female agate lineExpress your opinion by giving () marks. You may choose more than one option where necessary.01. What type of account you maintain with the bank?A) MSS C) FDR B) period D) Others02. Why you choose mercantile bank?A) Branch number of the bank C) Location of the bankB) Reputation of the bank D) Service of the bankE) Personal relationship03. What are the services of this bank you usually use?A) MSS B) LCC) Current Account D) FDRE) Card F) Locker04. Are you satisfied with the service charges of the bank?A) Very high C) GoodB) High D) PoorE) Very poor05. Are you satisfied with the account opening procedure?A) Good B) Very good C) Poor D) Very poor06. Are you a debit card holder of this Bank?A) Yes B) No07. Do you think the numbers of ATM booths are sufficient?A) Agree B) Disagree 08. Do you think MBL takes longer time to issue a card?A) Disagree C) Strongly DisagreeB) Agree D) strongly agree09. Are you satisfied about ATM services?A) Satisfy c) DissatisfyB) Moderate10. Are you satisfied with the branch location?A) Yes B) No C) Moderate11. Where do you first know about this bank?A) TV B) News Papers C) Bill-board & sells representatives D) Friends & FamilyPlease put tick () on appropriate place.Statement Highly Satisfy Satisfy Neutral Disagree Highly Disagree 12. Are you satisfied with the Services offered by the MBL? 13. Are you satisfied with the different charges & interest rates that are offered by MBL? 14. Do you think the numbers of branches are satisfactory? 15. Are you satisfied with the different promotional campaign of MBL? 16. Do you think the employees are highly efficient? 17. Do you think the process of taking loan is very easy? 18. Are you satisfied with the total working process of the MBL? 19. Do you think MBL provides a very good after sales services in ATM sector? 20. Do you think MBL take longer time to open LC? convey YOU FOR YOUR KIND COORDINATION.SurveyorSignatureDateContact No