Proposal for Internship Report on

Customer Service
Submitted to

Samira Nuzhat
Assistant Professor Faculty of BBA Department

Proposed by:

Md. Nafees Imtiaz

ID # 06-06808-2
Major: Marketing

Submission Date:

American International University Bangladesh (AIUB)

1.0 Brief introduction of the study This study represents how the employees deal with the customers of their bank. 1.1 Title of the study: Analyzing the Customer Service of Mercantile Bank Limited 1.2 Profile of the organization or business establishment: Abdul Jolil is a Bangladeshi politician. He is a former minister of Bangladesh Government and the member of Central Committee of Bangladesh Awami League and current general secretary of Awami League. He is the founder Chairman of Mercantile Bank Limited expressed his satisfaction at the achievement of the bank during the year 2002 and advised the executives and officers to come forward with new banking products and innovative ideas. He comes with an idea of banking in May 20, 1999, through the incorporation of the bank. 1.3 Rationale of the study: The reason for proposing the topic Customer Service of Mercantile Bank Ltd. is to know how the employees of this bank behave with their customers. It is relevant to me as my major is marketing and the customer service is a big part of this. It will help me to build up the knowledge about the customer service as well as the marketing of banking sector. The faculty of business administration will know specifically how Mercantile Bank Ltd. employees deal with their customers and they will be able to differentiate it with the other banks.

2.0 Statement of the problem Analyzing the benefits and problems faced by customers while using the service from the employees of Mercantile Bank Ltd. Identifying the strategies used by Mercantile Bank Ltd. to increase their account holders. Identifying and analyzing the different types of promotional strategies undertaken by Mercantile Bank Ltd. for promoting their bank. Identifying the reasons for increase in popularity of tractors.

3.0 Scope and limitation of the study The report mainly analyzes Mercantile Bank Ltd practices about their marketing activities among various sectors and individual customers. It consists of the writers observations and on the job experiences during the internship period in Dilkusha Branch of Mercantile Bank Ltd. The report emphasizes the sequential activities involved in marketing process, analytical techniques used by Mercantile Bank Ltd for the promotion of their bank. The main limitation of this report is time frame because the internship course is only for three months. Management/officials are not always that much helpful. As I am working only in one branch, I do not know what procedures other branches are following and how they are managing their customers.

4.0 Objective of the study

4.1 Broad objective To know the general banking of Mercantile Bank Ltd. in relation to the marketing policy. 4.2 Specific objective To develop knowledge and a clear understanding about the general banking of Mercantile Bank Ltd. To identify and focus the problems of general banking of Mercantile Bank Ltd. To discuss the services offered by Mercantile Bank Ltd. To identify the major strength and weakness of Mercantile Bank Ltd. in respect to other banks. To know about the management style and organization structure of Mercantile Bank Ltd. To suggest necessary measures for the development of the bank. 5.0 Methodology of the study Information will be collected from primary sources such as telephone conversation as well as questionnaire survey with various customers, organizational supervisor, and other staffs of Mercantile Bank Ltd. As the secondary source, I will make use of organizational brochure, annual report and the official website of Mercantile Bank Ltd. In addition, MS Excel will be used to analyze the various data.

6.0 Schedule of activities

It will take 12 weeks to finish the intended study.

Week
1 2 3 4 5 6 7 8 9 10 11 Topic selection

Activity
Visit the selected company Proposal submission and approval Data collection Note findings Data analysis Report writing Report writing Draft submission Revision and correction Report submission