An Internship Report

On
Evaluation of Customer Satisfaction and Service Quality of
Sonali Bank Ltd.
Md. Kabir Hasan
BBA Program 2014(17th Batch)
Roll No: 54

Supervisor:
Md. Altaf Jalil
Professor,
Department of Management
Faculty of Business Studies
University of Dhaka

Department of Management
Faculty of Business Studies
University of Dhaka
Date of Submission:
28/02/2015

LETTER OF TRANSMITTAL
28 Feb, 2015
Md. Altaf Jalil
Professor,
Department of Management
Faculty of Business Studies
University of Dhaka.

Subject: Submission of internship report.

Dear Sir,
I have the pleasure to submit my internship report after a successful 45 days Internship at the
Sonali Bank Limited, Supreme Court Branch. The Internship report is on the topic of
Customer satisfaction of service quality of Sonali Bank Ltd.
This report covers the general banking Systems of SBL, which is followed by all the branches to
evaluate, choose and provide general banking to customers. Finally, the report tried to analyze the general
banking system at Zero Point Branch and gives few recommendations.

I have concentrated my best effort to achieve the objectives of the assignment and hope that my
endeavor will serve the purpose. I will be obliged if you kindly approve this endeavor.

Thanks and Regards

Yours Faithfully,

Md. Kabir Hasan

ID: 54
BBA (17th Batch)
Department of Management
Faculty of Business Studies, University of Dhaka

ACKNOWLEDGEMENT

Any comprehensive work such as this must owe credit to a multitude of people. A number of
individuals encouraged, suggested & counseled me significantly to prepare this report. Although
a single sentence hardly suffices, I would like to thank several of the key people, namely, Md.
Altaf

Jalil, Professor, Department of Management,University of Dhaka, provided me all

guidance and support that I needed to prepare it. His sincere guidance, untiring co-operation and
valuable suggestions and inspirations of creating unique report made me able to overcome all the
problems during my study and reach the successful completion of the report.
In preparing the report, I received active-co-operations from the Executive Officer(Md.
Anupam Hossain), Executive Officer (Sukanta Das), and other officers of Supreme Court
Branch, Sonali Bank Limited. I sincerely express my heart-felt gratitude for their co-operation,
which help me to conduct and complete this report.
At last I am also grateful to my department for giving me the opportunity to work outside and
preparing report for attaining practical knowledge.
.
Md. Kabir Hasan
ID: 54
BBA (17th Batch)
Department of Management
Faculty of Business Studies
University of Dhaka

ACRONYMS (INCOTERMS)

A/C

Account

AD

Authorized Dealer

B/L

Bill of Lading

BB

Bangladesh Bank

BOE

Bill Of Exchange

CCI & E

Chief Controller of Import &Export

CFR

Cost & Freight

CIB

Credit Information Bureau

CIF

Cost Insurance & Freight

DD

Demand Draft

DP Note

Demand Promissory Note

EPB

Export Promotion Bureau

EXP

Export Form

FC

Foreign Currency

FDD

Foreign Demand Draft

FOB

Free On Board

HS Code

Harmonized system of Coding

IBC

Inward Bills for Collection

IBCA

Inter Branch Credit Advice

IBDA

Inter Branch Debit Advice

IMP

Import Form

IRC

Import Registration Certificate

L/C

Letter of Credit

LCAF

Letter of Credit Authorization Form

OBC

Outward Bills for Collection

PO

Payment Order

PSI

Pre Shipment Inspection

SWIFT

Society for Worldwide Interbank Financial Telecommunication

TC

Travelers Cheque

TIN

Tax Identification Number

TR

Truck Receipt

TT

Telegraphic Transfer

STD

Short Term Deposit

FDR

Fixed deposit receipt

EXECUTIVE SUMMARY
The topic of my research is The Customer Satisfaction of Service Quality: A case on Sonali
Bank Ltd. This study attempted to understand the customer perception on different service
quality dimensions while dealing with this bank. The study was connected based on both the
primary and secondary sources of information. My research is an exploratory research. I have
selected this topic and at first make an exploratory research. I had to just collect data and make
the report. My research is to characterize the population. I made a detailed questionnaire for my
survey. For conducting my research total sample size was 50.I took the use of descriptive
statistics. I have inputted the data into SPSS and got the output of those datas. I had use SPSS
and word to get our desired outputs. I followed the following steps to prepare the report.
* Defined the problem
* Planning the research design
* Planned the sample
* Gathered the data
* Processed and analyzed the data.

I made the frequency distribution of the entire question. Most of the questions I analyzed by
frequency distribution to get the percentage of the sample size. There were also the findings of
mean, median, mode and std. deviation, those are included in the Appendix part. From my
research I also found quality has more priority in terms of selecting the different type of schemes
according to the customer perception. From this report I found the most of the customers of the
bank are neutral about the service quality of the bank. To satisfy these customers, the
management can take some attempts. Considering the volume of operation and limitations of
resources and proper management the bank is doing better than many modern banks. If it is
possible for the bank management to provide recommended services, the perception of the
customers will be positive about the service quality of Sonali Bank.