1.1.

Background of the Study

I am a student of Business Administration as a fulfillment BBA degree I have to complete an
internship report. My honorable supervisor Md. Maniruzzaman assigned me to prepare this report
entitled “Customer Satisfaction Related to SME Banking of Standard Chartered Bank
Bangladesh”. Customer service is a very important part of bank. So bank is introducing a new
division to take extra care of customer and that is customer service department. This report is
prepared based on the qualitative & quantities research. This had the formal approval of my honorable
supervisor of business faculty. I have tried to put my level best strength to represent all relevant
issues.

1.2. Significance
This report entitled “Customer Satisfaction Related to SME Banking of Standard Chartered
Bank Bangladesh”. It is important for the partial fulfillment of the internship program. I have to
complete my internship at Standard Chartered Bank Ltd, Dhaka. This report has been prepared under
the supervision of Md. Maniruzzaman, Faculty, School of Business, Bangladesh University of
Business & Technology. All these information, which are included in this report, will help the
management to identify various scopes and limitations of the bank. It specially focuses on customer
service department to take decisions regarding the improvement of these departments. This is the
basic rationale behind the study. Besides, it was a great opportunity for me to get familiar with the
system. So this study is very significant for both the company and me.

1.3. Scope of the Study

Standard Chartered Bank Limited is always trying to improve their customer service in every sector,
but in today’s competitive business world, banks need to offer additional concentration to the clients’
requirements in order to say at the top. Therefore, besides dealing with the general attributes of
different products, I have been trying to put more emphasis on the customer benefits and other
customer related facilities in this report while I have doing my internship.

1.4 Objectives of the Report

1.4.1. General

To identify level of customer satisfaction of SME Banking of Standard Chartered Bank Ltd.

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1.4.2. Specific
• To know the SME banking of Standard Chartered Bank.

• To find out the state of customer satisfaction related to SME Banking of SCB.
• To identify the marketing mix of SME banking.
• To identify customer satisfaction related to marketing mix of SME banking.

1.5. Methodology

1.5.1. Type Of research

This is a descriptive research

1.5.2. Sources of data

1.5.2.1. Primary data sources

To conduct the research we have collected the primary data about the General Banking of
Standard Chartered Bank. For collecting, we have developed a questionnaire and both internal
and external supervisor approved that. The primary data is used for analysis. This primary data
collected from following two sources by survey method:
• Practical work experience in the different desk of the department of the branch.
• In-depth study of selected cases.
• Conversation with the different clients and officers of the bank.
• Observing the total environment

1.5.2.2. Secondary data sources

For the organization part of our report, we have used the following data sources:
 Official web site of “Standard Chartered Bank” Ltd
 Various documentary file of “Standard Chartered Bank” Ltd
 Annual Report of “Standard Chartered Bank” Ltd.

1.5.3. Data collection procedure

I have collected data for this report in two ways.
1.5.3.1. Secondary data
In order to collect secondary data I used officials’ website, Bank’s annual report and
different document of the bank.

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1.5.3.2. Primary data
First, I collected primary data through survey and for doing the survey I have prepared a
questionnaire on Customer Satisfaction Related to SME Banking of Standard
Chartered Bank Bangladesh Ltd. I observed the behavior of both customers and
employees.

1.5.4. Questionnaire

As a tool for collecting primary data, a questionnaire was constructed to carry on the
sample survey.
 Size: 3Paze and A4 size paper.
 Administer time: Average 15 minutes per questioner.
 Type: Both close ended and open ended questions are used in the questioner.

1.5.5. Sampling plan

• 1.5.5.1. Population: All the customers of Standard Chartered Bank Limited.

• 1.5.5.2. Sample Element: The sample element is individual customer of Standard Chartered
Bank Limited.
• 1.5.5.3. Sample Frame: No well-structured sample frame was found.

• 1.5.5.4. Sampling Procedure: Non-probability convenience sampling procedure is used in the

survey.
• 1.5.5.5. Sample Size: The sample size is 30 (25 customers are regular and 5customers are
new) clients.

1.5.6. Data Analysis and reporting

Quantitative and qualitative data were collected and analyzed according to acceptable
standards of practice. Different tables and graphs were used to make the data meaningful.

1.6. Limitations of the report

There are some limitations to do any types of works. We are also faced a number of problems that
may be turned as the limitation of the study. The problems are given below:

 Lack of time
 Shortage of information
 Lack of experience
 Confidentiality of information
 Lack of customer co-operation