Internship Report
On
“Customer Satisfaction of Rupali Bank Limited”
Submitted To
Associate Professor
Md. Ashanuzzaman
Department of Accounting And Information Systems
Faculty of Business Studies
Begum Rokeya University, Rangpur
Submitted By
Md. Liton Mia
ID: 1808046
Program: BBA
Department of Accounting and Information Systems .
Faculty of Business Studies
Begum Rokeya University, Rangpur.
LETTER OF TRANSMITTAL
To,
Associate Professor
Md. Ashanuzzaman
Department of Accounting and Information Systems.
Faculty of Business Studies
Begum Rokeya University, Rangpur
Subject: Submission of Internship Report.
Dear Sir,
With due respect that I, Md.Liton Mia ID: 1808046 would like to inform you that here is the report on
“Customer Satisfaction of Rupali Bank Limited” that was assigned to me under the internship
program. It was a immense pleasure for me to do the assigned report. I have conducted my internship
program in Rupali Bank Limited, Corporate Branch with your kind supervision. I believe that the
knowledge and experience I acquired during the internship period, will be helpful in my future
professional life.
I made every endeavor to prepare this report accurate, vivid and comprehensive and tried my level best to
accumulate germane and insightful information within the scheduled time and limited resources. Any
short coming in this report is absolutely my fault.
It will be a great breakthrough for me if you kindly go through the report to ascertain the
fruitfulness of it. It will be a prominent triumph for me if the report meets up your desirable
expectation.
Sincerely Yours,
........................
Md.Liton Mia
ID: 1808046
Department of Accounting and Informations Systems.
Faculty of Business Studies
Begum Rokeya University , Rangpur.
SUPERVISOR’S DECLARATION
It gives me widespread pleasure to certify that the report titled “Customer Satisfaction of Rupali Bank
Limited” has been completed by Md.Liton Mia ID:1808046, student of BBA program, Department of
Accounting and Information Systems . Begum Rokeya University ,Rangpur under my supervision and
guidance. As far as I know, this is an original work, which has not been published in any journal or
submitted to any institutioner department for any degree or diploma.
I do hereby accept it a fully recommend Internship report for evaluation.
………………………….
Associate Professor
Md. Ashanuzzaman.
Department of Accounting and Information Systems .
Begum Rokeya University ,Rangpur.
Student’s Declaration
I, Md.Liton Mia, ID:1808046, Program : BBA. Faculty of Business Studies, Department of Accounting
and Information Systems hereby declare that the work presented in this internship report has been
conducted by me and has not previously been submitted to any other university / institution for academic
qualification.
The work I have presented does not encroach any existing copyright, and no part of this report has been
copied to any degree or to any other work previously done.
I have taken further steps to insure the Department against any loss or damage arising from the breach of
the foregoing obligations.
........................
Md.Liton Mia
ID: 1808046
Department of Accounting and Informations Systems.
Faculty of Business Studies.
Begum Rokeya University , Rangpur
ACKNOWLEDGEMENT
The opportunity has already come and gone to offer my most dense thanks and humble circumstances to
the all-powerful Allah yet for whose help I would not have the capacity to finish an immense undertaking
of setting up this report.
I would like to expound my deep sense of praise towards one of my Supervisor Md. Ashanuzzaman
Associate Professor, Department of Accounting and Information Systems, Faculty of Business Studies,
Begum Rokeya University, Rangpur for giving me an opportunity to complete my internship report on
“Customer Satisfaction of Rupali Bank Limited” In fact, no devotee can achieve perfectness without
the help of a scholar. Similarly, a student can never be perfect without the help of a good teacher. A good
teacher may be a landmark for any student. I am greatly responsible to Iwould like to interpret my
profound sense of appreciation towards one of my Supervisor Md. Ashanuzzaman Associate Professor,
Department of Accounting and Information Systems, Faculty of Business Studies, Begum Rokeya
University, Rangpur for giving me an opportunity to complete my internship report and his suggestions
and guidelines were really a great aid to me.
Especially, I am also thankful to Mohammad Afzal Hossain, Deputy General Manager of Rupali
Bank Limited, Corporate Branch who gave me the opportunity to allow me in this organizational
arena. I would also like to express my heart full thanks to all officers of the Rupali Bank Limited,
Corporate Branch. Dhaka and also my friends and Elder Brother for their excellent support and proper
guidance in completing my internship report.
DEDICATION
There has to be someone SPECIAL behind every great work. Similarly, this time it was none other than
my Grandmother and my parents. Their consistent support, love and care pushed me to an ocean where I
accomplished nothing but this report and many more. Keeping these thoughts in mind I want to dedicate
this report to the persons who are in the position of top priority in my life, my Grandmother,my father and
my mother and as a whole my family. In the meantime, I want to say that it was them who brought me in
this world and I am indebted towards them then, now and forever for even a smallest thing that I have
ever and will achieve in my life.
May Allah bless them to live longer.
EXECUTIVE SUMMARY
The study was conducted to find out customer’s satisfaction level within the organization. This repot was
consistence of information about the project that had been assigned with which happened to be the
customer satisfaction. Data were collected from both primary and secondary sources. Annual Report of
Rupali Bank Limited was the basis of secondary sources of data. Here I tried to get information from the
customers in a direct formal way. In this study it was found that facilities were available and satisfactory
issue of customers, which are Online service system, knowledge about employees, timely manner of
them, new echnology, ATM booth facilities, Speed of transaction, service charges.
After analyzing the data, it was found that customers have several complaints against the service quality
of Rupali Bank Limited like, employee shortage problems, understanding problem about instruction of
mobile banking services but they are fairly satisfied with the products and services of RBL. Considering
the benefits provided by others commercial banks in Bangladesh, customer has stated that RBL is
providing them good benefits and services also and they are quite satisfied with it. Based on the findings
it was recommended opened branch, account opening procedure, empathy to customers, card charge,
introducing ATM booth etc. This report will help to the customers of Rupali Bank Limited.
