Customer satisfaction of The City Bank Limited

Abstract

Banks in a country have the major role in a country economy. In order to progress in banking sector, the banks must have some sound systems, not only for country economy, but also a society. The aim of this report is to discuss about the customer service of the General Banking division of The City Bank Limited and how much satisfied the customers are. This paper is specially focused on if the customers are satisfied or not. As the satisfaction level of customers is a crucial matter for progress of a bank, so after analyzing the satisfaction and dissatisfaction level I will be giving some recommendations as well. The paper starts with the overview of the organization. In this section, history, vision, mission, values, products and services, objectives of the company and also the SWOT analysis is discussed. After that, to give a clear idea about what this paper is about and how or why I worked for this paper is described. Followed by analysis of the data, interpretation, findings, constraints and recommendations. The purpose of this paper is to give a clear idea about the satisfaction level of customers come into CBL Gulshan Avenue Branch, with detailed interpretations based on proper questionnaire used to interview and data collection.