Internship Report (Bachelor of Business Administration)
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Item Service recovery perceptions of Aarong ecommerce customers(BRAC University, 2025) Mrong, Zion Justin; Haque, Shamim EhsanulThe present study examines the customer perception of service recovery towards the service failures and service recovery strategies of Aarong E-commerce. Aarong is a leading Bangladeshi lifestyle brand and has high reputation, though every e-commerce site is prone to customer service problems such as delayed delivery, misplacement of orders, failure in payment, and stock non-availability. To solve such issues, Aarong has implemented service recovery programs in the form of product replacement, store credit, price discount, and cash refund. While the majority of customers are content with these recovery efforts, some remain dissatisfied due to delayed resolution or inadequate communication. The report analyzes the customer feedback data to evaluate the impact of service recovery on brand attitude and customer loyalty. Findings suggest that although the majority of the customers have a favorable attitude towards Aarong, improving response time, communication, and problem-solving effectiveness will further enhance customer satisfaction. Suggestions are aimed at streamlining the process of service recovery, improving operational efficiency, and integrating proactive customer care to make Aarong competitive in the e-commerce market.Item Determinants influencing the choice of bKash remittance customers(BRAC University, 2025) Gain, Viewoon Shuvro; Haque, Shamim EhsanulThis report presents an in-depth analysis of the determinants influencing the choice of remittance customers using bKash Limited in Bangladesh. The study is based on practical experience gained during a three-month internship in the Marketing Division (Brand Department) of bKash Limited. The core research focuses on three major factors influencing customer preference in bKash remittance services: service quality (empathy and responsiveness), perceived risk and trust, and accessibility with technology adoption. Findings indicate that prompt customer service, trust in transaction security, ease of access, and user-friendly technology significantly impact customer satisfaction and loyalty. The report also discusses challenges faced during the internship, including task prioritization and field survey difficulties, along with recommendations such as enhancing cross-divisional collaboration and structured intern feedback systems. Overall, the study concludes that improving service quality, strengthening trust, and expanding accessibility are critical for sustaining growth in Bangladesh’s remittance sector.Item Importance of quality assurance in real estate to enhance customer satisfaction and brand image: a study on Rancon FC Properties Ltd.(BRAC University, 2026-02) Akther, Monalisa; Akhtar, AfsanaThis internship report explores the importance of quality assurance in the real estate sector, especially customer satisfaction and brand image at Rancon FC Properties Ltd. The research examines how quality assurance practices impact on the overall customer satisfaction by performing an analysis of the perceptions of customers towards quality of construction, service performance and problem resolution. The research results have shown that a high level of quality assurance is a necessity in providing a positive customer experience in the real estate industry. The construction quality, prompt solving of quality problems, and good after sales services are some of the factors that contribute greatly to customer satisfaction and trust. Another important finding of the report is that customers appreciate not only the material quality of the property, but also the responsiveness and professionalism of the company after acquiring the property. Moreover, the research demonstrates that proper quality assurance practices play the role of creating a favorable brand image, fostering customer loyalty and enhancing success of the business over time. Rancon FC Properties Ltd. can maintain the strengths of its competitive and fast-changing real estate sector by constantly working on the quality assurance systems and matching its services with market expectations. In general, this report highlights that a high level of concentration on quality assurance plays a significant role in ensuring customer satisfaction, credibility, and sustainable growth in real estate business in Bangladesh.Item Enhancing customer satisfaction and loyalty at DBH Finance PLC: a strategy for market leadership in a competitive housing sector(BRAC University, 2026-04) Tasneem, Nishat; Mehreen, FairuzaThis qualitative internship report discusses the customer satisfaction and customer loyalty in DBH Finance PLC which is the pioneer and market leader in the specialized housing finance market in Bangladesh. The research is based on the interpretivist research philosophy and qualitative research approach to comprehend the lived experience of customers throughout the housing loan journey. Customer experience has become a game changer when it comes to long-term sustainability of a market where competition among commercial banks and other technologically advanced financial institutions is rising. The semi-structured, in-depth interviews with the clients of DBH Finance PLC who purchase home loans were used to collect primary data. A thematic analysis was used to determine the common patterns concerning service quality, communication with staff, loan processing processes, communication habits, and expectations of digital services. The results indicate that there is a high degree of trust and institutional credibility of DBH Finance PLC with professional staff behavior and personalized service to the clients as the key driving force. Nonetheless, the customers also mentioned that they were rather unsatisfied with the length of the approval procedures, unnecessary documentation, repetitive signing, insufficient transparency, and poor digital services infrastructure. It is concluded that the human-centred service culture is the biggest competitive advantage of DBH Finance PLC. However, to maintain customer satisfaction and solidify loyalty amid the changing housing finance environment, the organization needs to modernize the operations, enhance the level of open communication, and invest into the digital transformation. The report offers used strategic and qualitative information aimed at customer-focused decision-making and long-term market leadership.Item An analysis of regular customer satisfaction of Rainbow Digital Banking Application at Mercantile Bank PLC(BRAC University, 2025-09) Hossen, Arafath; Masuk, A.K.M. SaifuddinThis executive summary presents the findings from a user satisfaction survey conducted on the Rainbow app that belongs to Mercantile Bank PLC. The report aims to present an Analysis of Regular Customer Satisfaction of Rainbow Digital Banking App at Mercantile Bank PLC. This report aims to analyze regular customer satisfaction, identify key pain points and evaluate the app’s role in fostering customer loyalty. Based on the feedback from 50 active users, the survey reveals that the app is highly regarded, achieving an impressive average satisfaction rating of 4.12 out of 5. Notably, 90% of users expressed their willingness to recommend the app to their friends and family which highlights the positive reputation and strong user loyalty. Customers appreciated the app’s features like fund transfer, bill payments and checking account balances. However, the survey also revealed that some customers also faced several challenges like 38% of users reporting occasional issues and 14% facing problems frequently. Common complaints include error messages and the app freezing , which is hampering the allover user experience. To enhance the customer satisfaction and loyalty it is essential for the bank to focus on improving the app’s reliability and to prevent crashes and freezes, presenting detailed options for the account statements and providing clearer error messages to help users understand the reason for transaction failure. By addressing these areas, Mercantile Bank PLC can strengthen user trust and ensure a more seamless digital banking experience.Item Strategic value crafting for product and service focus at Mutual Trust Bank PLC(BRAC University, 2025-09) Ahmed, Rufaida Umayer; Mazumder, Md. Arif HossainThe report is a demonstration of MTB’s strategic value crafting for its products and service offerings. The report shows in detailed discussion on MTB’s core operations in general banking area starting from account management to customer service and record keeping. It also incorporates MTB’s credit and loan department operations analyzing loan origination and sanction procedures as well as monitoring and documenting the loan agreements. MTB’s operations and IT department activities, management practices including leadership style and human resource planning and marketing practices have been shown with detailed breakdown in the report. A porter’s five analysis and SWOT analysis are also shown on MTB to portray MTB’s competitive market position. The report identifies some crucial problems regarding MTB’s rapid digitalization, its prompt diversification along with meeting up the emerging customer demands, customer satisfaction rate while analyzing regulatory compliance of MTB and how it is moving towards higher profit goals. To analyze these problems, several literatures have been reviewed to compare MTB’s performance. Then data collected on MTB’s daily operations and target fulfillment through document analysis via direct participatory observation and informal interviews from customers and employees. A quantitative analysis has been shown on MTB’s profitability ratio, valuation ratio, liquidity ratio, consolidated cash position, solo cash position including foreign currency, MTB’s composition of cash in hand, its balance with Bangladesh Bank and agent banks, its customer usage performance, MTB’s customer retention and success rate etc. Furthermore, an in-detailed qualitative analysis has been done on MTB’s diverse product and service offerings analyzing their key features and performances. A new addition in MTB’s digital sector “MTB Neo” has also been discussed with the app’s features and potential performance. Lastly, recommendations are provided for MTB’s future service and working environment improvement.Item Digital payments in travel and hospitality: assessing bKash's impact on business stability and customer trust in Bangladesh tourism industry - a bKash case study(BRAC University, 2025-08) Ahmed, Ettahad; Al-Din, Zaheed Husein MohammadMy internship report gives an in-depth account of the momentous implications that bKash - one of the most formidable Mobile Financial Service (MFS) providers has had on the stability of business and customer trust within the Bangladesh travel and hospitality industry that is ever-changing. The analysis shows that bKash has become an indispensable tool for various industry stakeholders. Online Travel Agencies (OTA) such as the Shohoz and GoZayaan use the widespread users of the bKash to facilitate the ease of bookings and boost revenue stability. Hotels, even leading ones located in tourism centers, like Seagull, Royal Tulip and many more hotels in Cox Bazar, and throughout the country use bKash to enable direct bookings, decrease the risk of no-showing, and enhance the operations. On the same note, larger organizations involving major transport systems such as Shyamoli Paribahan and Bangladesh Railway is one organization which has reaped the most benefits of bKash integration when it comes to effective selling of their tickets, real-time data and less handling of cash. In addition to functional advantages, bKash is important in facilitating customer confidence. Its soaring security provisions such as PIN authentication and OTP verification and its dispensable transaction histories lend credence to its users. The general awareness and the natural usability of the bKash app also adds to a hassle-free trusted introduction on digital payments, in the country to the travelers within the country. Even though these are substantial contributions, the research notes a few challenges and gaps. The major constraint is that currently the interoperability between MFS providers poses a barrier, thereby leading to friction among business and consumers. Moreover, bKash does not have sophisticated functions like full meal subscription travel plans, member-based well-structured loyalty programs, buy-in travel insurance coverage, and real-time process foreign exchange transactions in its Ticket & Travel service yet, which is rapidly gaining popularity in many international online travel agencies. Out of these findings, the paper gives action-oriented recommendations. In the case of bKash these involve an extension of the interoperability with Binimoy, establishment of tiered rewards schemes on travel, incorporation of travel insurance as part of the in-app functionality and delve into FX offerings. In the context of OTAs, hotels, and transport companies, recommendations are based on implications of the further integration of bKash, advancing digital payments, and using the real-time data. Policy implication is that full MFS interoperability should be fast tracked and clear regulation on digital travel products should be put in place. Finally, bKash has been able to revolutionize the travel and hospitality sector of Bangladesh making it digital. Tackling the identified gaps effectively and maintaining a steady stream of novelty in its services, the key role of bKash can be further strengthened to make it continue its growth and create an even more pleasant overall digital experience of the business people and consumers in its active industry.Item Internet banking service quality and customer satisfaction: a study on NCC Bank PLC(BRAC University, 2025-06) Somadder, Susmita; Hoque, Mohammad EnamulThis internship report examines how internet banking service quality affects customer happiness at a large Bangladeshi commercial bank. The study examines the service quality factors that affect NCC Bank's internet banking customers' perceptions, expectations, and satisfaction. The financial business has changed due to internet banking, making service quality essential for client retention and competitive advantage. This research evaluates NCC Bank's internet banking services' dependability, responsiveness, security, usability, and efficiency. The investigation included primary data (NCC Bank customer surveys and interviews) and secondary data (bank reports, research papers, and industry publications). NCC Bank has made progress in internet banking, however security, transaction speed, and customer service should be improved. The survey examines consumer satisfaction and internet banking usage. The report suggests technical advances, greater security standards, and better consumer involvement to improve service quality. NCC may enhance customer happiness and maintain competitiveness by focusing on service quality factors.Item An analysis of the performance of AB Bank Limited's customer relationship management(BRAC University, 2023-03) Mooneimu; Mazumdar, Md. Arif HossainIn this, I've truly discussed how ABBL performed in terms of customer relationship management. Additionally, the major goal of this research is to assess the importance of maintaining satisfied customers by developing strong relationships with them. To understand the preferences of the clients and their degree of satisfaction, I attempted to learn about all the positive and undesirable parts of the services throughout my internship. Additionally, I made an effort to speak with our clients to get their true opinions on AB Bank's services. If consumers have any recommendations or concerns, I make an effort to address them with my supervisors and my coworkers very away to find solutions. In addition, I used both a primary and a secondary strategy to do my research. To gather information and sort out my confusion, I decide to have face-to-face conversations with my supervisor and coworkers as my primary source of data. For the purpose of gathering secondary data, I also used the ABBL annual report and the official website. Furthermore, I conducted a survey and gathered some data for my project. The main finding is that ABBL really does its best for its customers to win their trust and satisfaction by successfully introducing some cutting-edge services like online banking and 24-hour ATM access as well as by providing some distinctive accounts like Shampura, which are only available to female customers so they can advance financially. To sum up, I really see attentively the efforts made by AB Bank Limited throughout my internship to please their clients and establish a solid rapport with them. In order to maintain a suitable company image, they also adjust their approach in response to client demand.Item Assessing the impact of digital banking adoption on customer satisfaction at Mutual Trust Bank Limited(BRAC University, 2024-09) Hoque, M. Mashrul; Hossain, SaifThe internship report reflects the ease experienced by customers due to digital banking adoption has been assessed at Mutual Trust Bank Ltd. (MTB), in the following sections. Its objectives include measuring the extent of customer satisfaction, establishing specific factors that have direct influence on satisfaction, exploring the area of customer profile, and analyzing overall effects of digital banking on the offerings of MTB. The conclusions are derived from survey questionnaires completed by 196 individuals and interviews of officials from MTB. Studies show that digital banking services are embedded in customer’s interactions with the firms, 58.7% of the customers using the services daily and 55.6% of customers are highly satisfied with the services. Control of complexities results in perceptions of satisfaction; influenced by the dealing convenience, the open 24/7 availability of the sites, and high levels of secured. However, some drawbacks, for instance, low navigability, some technical problems, and shortage of the necessary customer service were mentioned. Digital banking has disrupted the style of banking services; increased focus has been noted on online transactions, and lesser visits to the banking halls. Suggestions include increasing the apps’ ease, increasing the level of security and providing appropriate services that will be useful in solving the needs of customers. This research calls for the need to effectively employ technology to foster competitiveness and keep operations personal and more customer focused in banking.