Internship Report

On
“An Analysis of Customer Service of Unilever Pureit”
BUS (400)

Submitted To
Anika Bushra
Lecturer
Canadian University of Bangladesh

Submitted By
Kaiser Mushfique
ID No: 19103009
Batch: Spring 19
Major In Marketing

Bachelors of Business Administration

Canadian university of Bangladesh

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2
 Letter of Transmittal

October, 2022
Mostaquim Al Islam

Assistant Professor,
School of Business
Canadian University of Bangladesh.
Subject: Submission of Internship Report.

Dear Sir,
This is to inform you that I have completed internship report on “An Analysis of Customer
Satisfaction” in Mutual Trust Bank Limited. This report is a summary of my internship
experience in Mutual Trust Bank Limited. I have found the work experience interesting,
beneficial and knowledgeable. I hope that this report will represent the “Customer satisfaction”
of Mutual Trust Bank Limited.

I have put my sincere effort to give this report a presentable shape and, make it informative and
precise as possible. I want to thank you for assisting me.

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Sincerely yours,
Athkia Samiha
ID: 19103008
Canadian University of Bangladesh

Letter of Endorsement by Supervisor

This is to certified that the internship report on “Customer satisfaction of mutual Trust Bank
Limited” is an authentic record and the report is done by Athkia Samiha bearing ID No:
19103008, Semester: Spring -19 as a partial fulfillment of the requirement of Bachelors of
Business Administration (BBA) degree from the Canadian Business School, Canadian
University of Bangladesh.
All the analysis, interpretation of data in this report is the author’s own opinion and the findings
are only for academic use not for any other application.
The report has been prepared under my supervision and is a record of bona-fide work carried out
successfully.

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_____________________________
Mostaquim Al Islam
(Assistant Professor)
Canadian University of Bangladesh

ACKNOWLEDGEMENT

At first, I would like to thank the Almighty for keeping me well enough to complete the report. I
would also like to thank “Mutual Trust Bank Limited” for giving me the opportunity to complete
my internship at their organization. I also would like to take the opportunity to express my
gratitude to my internship advisor Sakib Hasan Siddiqui sir, also my supervisor Mostaquim Al
Islam. Without their constant guidance, endless effort and joyful encouragement, this study
would have not been successful. It is his encouragement and inspiration which pushed me to
successfully complete this report.
I also want to thank my Manager MD Salauddin Ahmed, and Supervisor Mohammed Mohsin
and Sajidul Hoque who helped me and gave me advice about how to survive in corporate world.
They helped me with the advices and they trained me for my responsibilities.
Last but not the least, I am grateful to Canadian University of Bangladesh for giving me the
opportunity to make that report to complete my graduation.

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 Executive Summary

This report provides a study and collected information on “An Analysis of Customer
Satisfaction” that is followed and applied by Mutual Trust Bank Limited (MTB). Method of
findings and analysis include both primary and secondary data. The method of analysis includes
frequency distribution of the collected data. The primary data was collected by face-to-face
conversation with officers and customers and the secondary data was collected from company’s
annual reports, website and other yearly reports. This report also includes overview of Mutual
Trust Bank Limited (MTBL), services and products, working experience during the internship
period of MTBL. The report also includes the fact that the analysis conducted has limitations.
Based on the data, this report finds that most of the customers are satisfied with quality of service
provided by MTBL.
Mutual trust Bank Limited is renowned bank in this country. It provides all types of business
transaction that fulfill the customer. As part of fulfilling the customer needs, they offer different
types of account. And also offer loans and fixed deposits. They also provide locker system. I
worked there as an intern, I surveyed 50 customers to find out what is their satisfaction level and
opinion from this bank services. As a result, I found excellent outcomes. In general banking and
clearing sector, they input all the details of transaction time to time. They issue pay order and
give cheques related this bank and also other bank. All the inputs and cast transaction is run by
system and online. Foreign exchange departments play a vital role in this bank. They maintain
the relationship between exporters and importers.

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 Table Of Content
Descriptions Page no

Chapter No

Executive Summary 6

Chapter 1 Background of the report 9-11

• Introduction

• Topic of the report

• Statement of the problems

• Origin of the report

• Objective of the report

• Methodology

• Scope of the report

• Limitation of the report

Chapter r 2 Organization part 12-23

• Introduction of MTBL

• Historical background

• Mission

• Vision

• Core values

• Objective

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 • function

• products and services

Chapter 3 Organization Hierarchy 24-25

Chapter 4 Analysis of customer satisfaction 26-32

Chapter 5 Recommendation 33

Chapter 6 Conclusion 34

Chapter 7 Reference 35

Chapter One

Background of The Report

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1.1 Introduction:
In generally, we know that any type of bank is a such finance organization always deal with the
money. Various category of banks as Centrals banks, Commercial banks, Savings, Investment
Banks, Co- operative, Mercantile Bank and so on.

When we recall the named bank, it reminds that ‘Commercial Banks’ which explained with
deposit from the customer and playing the deposit money with the particular interest demand of
the customer.

Nowadays banking organization is expanding and developing its hand on different financial
organization every day. In the mean period banking procedure is become longer. In that case,
surviving in the difficult world of the banking division among company is looking towards best
opportunities to allocate services to customer. So, this is more important for each and every
individual to have some ideas about banking procedures.

1.2 Topic of the report:

The topic of the report is “Customer Satisfaction on MTBL”. Throughout this report a well-
defined discussion reveals in here.

1.3 statement of the problem

A stee learning Curve. Students and recent graduates serve a lot of time studying and preparing
for their careers; however, the real challenge comes once all their knowledge is put to test in a
real-world situation. For instance:

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  Menial Tasks
 Lack of feedback
 Little or no pay

1.4 Origin of the Report:

In recent days, education is not enough to enable complete knowledge without
having experiences of the outside world. From this report I got the opportunity to
work in a bank in marketing sector (customer service).

1.5 Objective of The Report:

The prime objective of the report is to accomplish the course structure. The other broad and
specific structures are given below:

Broad objectives:
▪ To acquire overall idea about banking activities in Mutual Trust Bank Limited
▪ To know the customer services process of the Mutual Trust Bank Limited

Specific objectives:
▪ To know about the transaction process of the MTBL
▪ To gather knowledge about the credit products
▪ To know the documents which are needed to open an account
▪ To get the idea how to process a cheque in a clearing house
▪ To Analyze customer opinion regarding satisfaction through questioning customer

▪ To determine the limitations of the operation of Mutual Trust Bank Limited.

To present my observation and suggestion to the Mutual Trust Bank Limited.

1.6 Methodology:

For completing the report, various types of data are needed. The report contains the overall
customer service of each and every product and services of MTBL. To complete the report

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smoothly there is some rules and methods. So, for this purpose, various types of primary and
secondary data are collected.

Primary data:

▪ Working in front desk

▪ Face to face oral interview
▪ Directly asking the bank employees
▪ Questionnaire’s survey of the customers

Secondary data:

▪ Annual report of Mutual Trust Bank

▪ Website of MTBL
▪ Website of Bangladesh bank
Other papers and periodical publications of MTBL

1.7 Scope of the Report:

This study focuses on the level of customer satisfaction of the MTBL. In the modern competitive
economic condition, no organization can go long without the customer’s satisfaction. If the
customers of an organization are not satisfied with the services or products, very soon the
organization have to shut down its service or product

1.8 Limitation of the report:

▪ New comer: It was completely a new experience for me. I did not familiar with
the internal banking activities before. So, it was difficult for me to cope with the banking
sector.
▪ Legal restriction: There was legal restriction for some data. Bank has obligation
to publish their data in publicly for the security purpose.

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▪ Lack of time: For doing this internship I have very short time. In this short
period, it was difficult to fulfill all activities to prepare a report.
▪ Lack of supervision from the bank: As I am a new comer, I have to learn from
the descriptive and practical way from the bank officers. But they were not free from their
daily banking activities to brief me broadly.

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Chapter Two

Organization Part

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2.1 Introduction of MTBL:
MTB is a private limited company in Bangladesh with showing their best performance. Their
ultimate vision is giving exclusive, prompt and best services to the customers. This bank also
provides special banking services to customer. The bank has achieved success within a very
short period with due to help of honesty, dedicated team management, commendable
knowledgeable method and expertise with banking. Using all type of resources, bank
management family believe that the bank will be solve all the problems that probably might be
both macro and micro level of economy.

MTBL has begun its travel as a private commercial bank and was allowed permit on October 05,
1999 by Bangladesh Bank beneath the Keeping money Company Act 1991 and begun its
managing an account operation on October 24, 1999. The company was too issued Certificate for
Graduation of Commerce on the day of 29 September, 1999, beneath the Company Act 1994,
with an Authorized Share Capital of BDT 1,000,000,000 isolated into 10,000,000 standard offers
of BDT 100 each. At display, the Authorized Share Capital of the company is 10,000,000,000
partitioned into 1,000,000,000 conventional share of BDT 10 each. Beneath Bangladesh banking
framework, there are three advancement stages- Nationalization, Privatization, and Financial
Sector Reform. MTB is consolidated in Dhaka and is a sister concern of MTB bunch. The
Bank’s head office is found at Gulshan-1, Dhaka and it has 113 branches.

2.2 Historical Background Of MTBL

Registered named Company:
Mutual Trust Bank (MTBL)

Registration Number:
C38707(665)/99 on September 29,1999

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Registration Office:
MTB Centre, 26, Gulshan Avenue

Plot 5, Block SE (D), Gulshan 1, Dhaka 1212

The company issue certificate of launching business on the same date, also acknowledge license
on Oct 5, 1999 by Bangladesh Banks. The company begins its banking procedure and formulate
the following type of banking business:

• To Investment in merchant banking activities

• To Investment in financial activities
• To Investment in company activities
• Financial intermediary services
The company follows all instruction through head office in Dhaka and formulates the
international business going from a Global Network

2.2Mission Of MTBL:
“We aspire to be the most admired financial institution in the country, recognized as a dynamic,
innovative and client focused company that offers an array of products and services in the search
for excellence and to create an impressive economic value.”

2.3 Vision of MTBL:

Mutual Trust Bank vision is based on a philosophy known as MTB3V.

They are
• One of the best performing banks in Bangladesh
• The bank of choices
• A world class of bank.

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2.5 MTB Core Values:
2.5.1 Commitment

• Shareholders: To create stable economic value by utilizing an efficient business

methodology.
• Community: Committed to give the society through employment creation,
support community project and events.
• Customers: Offer customer with diversified product that will fill the banking
needs of customer.
• Employee: they can rely on customer and honor their relationship as a part of
renowned financial institution.

2.5.2 Accountability
They solely judgmental by the successful result of their commitments; they believe and cherish
this shape of persuasion. They are fully responsible for provide the best level of service with
some requirements to maintain the standard of culture.

2.5.3 Agility

They see all the things from different side by side situation. They are ready to change the
negative boundaries.

2.5.4 Trust

They always value MTBL which means unmistakable and frank communication among the
parties.

2.6 Objective of MTBL:

The principal objective of MTBL is following-

• To create a memorable relationship with customer.

• To remove the concept of debtor- creditor relationship.
• To create welfare accustomed relation.
• To motivate savings towards banking system
• To empower on profit
• To create employment opportunities
To establishment of justification in the economic way in the country

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2.7 Function:
The main functions of MTBL are following:

▪ To collaborate control all the types of account with online transaction.

▪ To direct foreign exchange department.
▪ To prolong other side of banking procedure.

2.8 Products and services:

The main aim is to satisfy all the customers; however, the client is as big or small.

 Retail banking

Retail Banking is the function of that a bank enforce the transactions are directly with the banks.
MTBL has intended various of retail banking products to fulfill the client needs as well
 Deposit product

MTB offer different types of deposit product to meet the client

need. The types of deposits are following:

➢ MTB Current Saving account

➢ MTB Regular Savings account
➢ Brick By Brick
➢ MTB Fixed Deposit Rate
➢ MTB Monthly benefit Plan
➢ MTB Senior
➢ MTB Junior
➢ MTB Children Education Deposit scheme
➢ MTB Education plan
➢ MTB Graduate
➢ MTB Double Saver Account
➢ MTB Angona
➢ MTB Millionaire
➢ MTB Care
➢ MTB Kotipoti

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  Current Savings Account:

A current savings account is very easy to daily use transaction for business. Using this account
anyone use his or her account anytime and anywhere.

Benefits:

o Vast channel branches

o Cheque book facility
o Online banking service
o Collect foreign service
o Easy to apply for safe deposit

▪ Fixed deposit:
If individual believes that he or she invest their fund and wish to increase with interest with
along to savings for that they can invested money in fixed deposit account.

Benefits:

o Automatic renew
o Overdraft facility

Brick By Brick Saving Scheme:

Brick by Brick is a unique monthly savings plan.

Features and Benefits

o No initial deposits required.

o The period of this account is (3,5,8,10) year

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 ▪ Monthly Benefit Plan:
This proffer to maintain monthly income out of deposit. There has no limit and this is for 1 year
and this is unchangeable. That’s the reason customer is eager open current, savings account and
monthly interest will in their account.

Feature and Benefit:

➢ individual can open this account jointly or singly
➢ This process is for 3 years on its maturity the account.
➢ The lowest deposit is 10000000 and multiples of BDT 10000000 of any amount
➢ The client can issue for loan up to 90% of the deposit amount.

MTB senior:
MTB Senior has designed for a senior customer are willingly deposit money and also, they save
their money for their family or himself. That’s why it is designed through for their senior citizen
and also, they get some benefits rather than other deposit account.

Ability:
➢ Have to be citizen of Bangladesh
➢ Age has to be 60 or above.
Feature:
➢ Debit card is free for lifetime
➢ Internet banking is free
➢ Special discount on locker service.
➢ Cheque book is free
➢ Unlimited transaction

▪ MTB Inspire account:

MTB inspire account is give a range of prompt services, which let to them to enjoy different
benefit sand get the return on deposit monthly

Ability:
➢ Have to be citizen of Bangladesh
➢ Minimum age is 18

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 Feature:

➢ Debit card is free

➢ Internet banking is free
➢ Interest will be calculated daily basis.

▪ MTB double savings account:

This double savings account is much similar to fixed deposit account and the initial deposit will
be double in 6 years that’s why this account’s name is double savings account

Eligibility:
➢ Have to be citizen of Bangladesh
➢ Minimum age is 18

Feature and Benefit:

➢ The amount of deposit will be double in 6 years
➢ Customer can close the account before maturity.
➢ Customer can credit facility up to 90%
➢ Customer can run more than one account by the same depositor.

▪ MTB junior:
MTB Junior account is a savings account which can run by school or college going student and
also can below 18
Feature and Benefit:
➢ interest rate is quite impressive ➢ Debit card is free.
➢ Internet banking range is free.
➢ Account fee is none.
➢ Account openings balance is start to 100 BDT

▪ Millionaire Plan

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 Millionaire plan is the type of account that designed for customers to make millionaire in
a short-term period.

Feature and Benefit:

➢ Can operate individual
➢ Different type of installment advantage is available ➢ Client can invest his or her
savings.

▪ MTB Kotipoti:
Kotipoti is a fantasy for people in our country. So MTBL is here to come with this account for
people dream to come true. The product name is “MTB Kotipoti” to turn customers into a
kotipoti after some of time depending on monthly basis of deposit of clients.
Feature and benefit:
➢ Exclusive return rate on deposit fund
➢ Bangladeshi citizens can maintain account properly
➢ The clients can get 90% deposit interest.
➢ More than one account can be maintained by same account holder.

❖ MTB Angona:
MTB Angona empower independents women to enjoys their freedom. MTB Angona is a private
savings account for women and it is a package for women customer.

Feature and Benefit:

➢ Free internet Banking
➢ No debit fees for 1st year
➢ Interest fund will be added on daily basis
➢ Higher interest rate

MTB Auto Loan:

MTB Auto loan are built for utmost speed and competence. Auto loan is available for financing
both new and reconditioned cars.
Feature:
➢ Amount of loan BDT (300000- 2000000)
➢ No hidden charge
➢ Comitative interest rate
➢ Easy to identification and easy to operate
➢ Easy to agreement

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Eligibility:

➢ Minimum age has to be 21 and maximum 60 years.

➢ To get experienced salary must be minimum 2 years
➢ Business experience must be 2 years

MTB SME Product:

MTBL provide variation of Small Medium Enterprise (SME) products that boost the
customer or any entrepreneur to go step with their own SME business in our country.

SME offers these products are following:

➢ Green energy loan

➢ Moushumi
➢ Krishi
➢ Small business loan
➢ Digoon
➢ Bhagybati

Card Product:
➢ Credit Card
➢ Debit Card

Credit Cards:
❖ Organization Name: MTBL
❖ Cards Type: Double Currency, Credit cards.
Descriptions:
▪ 50% cash aptitude
▪ Convenient at all ATM contain visa logos
▪ purchase now paid later

Benefit with Feature:

➢ Access the board acceptance

➢ Revolving credit facility
➢ Free supplementary card
➢ Interest free credit facility

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Debit Cards Services:

❖ Bank Name: Mutual trust bank

❖ Cards type: Debit Cards

Descriptions:

▪ Banking cum
▪ shopping card
▪ More safety,
▪ More convenience
itemized billing

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Chapter Three

24
Organizational Hierarchy Of MTBL:

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 MTB follows their own organizational Hierarchy; each member gets to work very
closely with their managers. It helps employee to directly learn from the manager.
 The employee relationship is very good. There are some loyal employees who are
founder employee of the Mutual Trust Bank and they don’t leave.
 The organization grab the change so easily and make employee comfortable with
it.
 In MTBL our dedicated employees and managers try their best to satisfy their
clients. Undoubtedly, this is a good practice. But sometimes management does not
pay enough attention to employees. I think Employees are as important as clients.
 MTBL should introduce more innovative policies and offers that are affordable,
available and easily understandable to clients, which also fulfils the expectations of
the client.
 They are more dependent in on-the-job training. Where few employees want to get
off the job training.
 MTBL has to increase the security of account.
 The bank has to increase their advertisement and also increase their social
activities. So, they can reach to the people and let everyone know about the MTBL

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Chapter Four

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Analysis of Customer Satisfaction

Customers are the vital part of any organization. No business can run without the customers. In
the banking sector customers are also very important. So, the satisfaction of this vital part is
equally important for the organizational growth. Satisfaction means that one feels when one has
fulfilled a desire, need or expectations.

For getting result through customer satisfaction, I surveyed 50 customers. Then analyzed the
responses by SPSS software.

Gender:
There is total 50 customer who has filled up the survey questionnaire. In that case, around 28
recipients are male and 22 are female. We can see that the male customer is greater than female
customer. Because in this country perspective, gender discrimination still on the top. And most
of the family assume that male person has to be the only earning person.

Valid Cumulative
Frequency Percent Percent Percent
Valid male 28 53.8 56.0 56.0
female 22 42.3 44.0 100.0
Total
50 96.2 100.0
Missing System 2 3.8
Total 52 100.0

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Occupation:
Among the 50 customer, 19 customer were service holder, business
proprietor was 14. Housewives were in total 9 and the rest of them are
student.

Cumulative
Frequency Percent Valid Percent Percent
Valid Service Holder 19 36.5 38.0 38.0
Own Business 14 26.9 28.0 66.0
Housewife 9 17.3 18.0 84.0
Student
8 15.4 16.0 100.0
Total
50 96.2 100.0
System
Missing 2 3.8
Total 52 100.0

Therefore, we can say that, most of the customer are service holder.

Age:
Most of the customer’s age approximately 26 to 35. And lowest are the
senior citizens is just 1 person found in whole survey analysis. The
middle man are 15-25 age and 3-45 aged people.

Cumulative
Frequency Percent Valid Percent Percent
Valid 15-25 9 17.3 18.0 18.0
26-35 23 44.2 46.0 64.0
36-45 17 32.7 34.0 98.0
46-55 1 1.9 2.0 100.0
Total 50 96.2 100.0
Missing System 2 3.8
Total 52 100.0

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Education:

Among the customer, graduates are the most, 27 in number.

The less are in number 3, they are at least SSC pass and below. And the
HSC pass level customer. Master degree customer are very less here.

Cumulative
Frequency Percent Valid Percent Percent
Valid SSC or less 3 5.8 6.0 6.0
HSC 13 25.0 26.0 32.0
Graduate 27 51.9 54.0 86.0
master 7 13.5 14.0 100.0
Total 50 96.2 100.0
Missing System 2 3.8
Total 52 100.0

Income:
Highest customer’s income range is between 51,000 to 75,000 BDT. And lowest income range customer
is only 12 customers.

Cumulative
Frequency Percent Valid Percent Percent
Valid 0-25000 12 23.1 24.0 24.0
26000-50000 7 13.5 14.0 38.0
51000-75000 15 28.8 30.0 68.0
76000-100000
5 9.6 10.0 78.0
125000-150000
11 21.2 22.0 100.0
Total
50 96.2 100.0
System
Missing 2 3.8
Total 52 100.0

Regression Analysis

Model Summaryb

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 Std. Error
Mod R Adjusted R of the Durbin-
el R Square Square Estimate Watson
1 .329a .108 .049 1.91872 1.659
a. Predictors: (Constant), convenience, promptness, service quality
b. Dependent Variable: satisfaction

The model summary shows the report that strength or weakness between
the dependent variable and predictors as well. It is a linear relationship.
The large value shows a strong relationship between them. The value of R
square is .108 which is in range between 0 to 1. Moreover, we say that is a
strong relation in customer satisfaction.

ANOVAa
Sum of Mean
Model Squares df Square F Sig.
1 Regression
20.138 3 6.713 1.823 .156b

Residual 165.667 45 3.681

Total 185.805 48
a. Dependent Variable: satisfaction
b. Predictors: (Constant), convenience, promptness, service quality Anova is a statistical method
which define variation among the variables. Anova is define two particulars. One is one-way
anova and second one is two-way anova.
Anova show the F- statistical value which is indicate one-way anova model. And two-way
anova indicate T value.
The p value is greater than .05 which is avoidable. The anova range is .05

So that we can say, model is not significant.

Coefficientsa

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 Standardize
d
Unstandardized Coefficient
Coefficients s
Model B Std. Error Beta t Sig.
1 (Constant) .240 4.274 .056 .956
Service quality
-.554 .609 -.135 -.910 .368

promptness 1.262 .553 .336 2.281 .027

convenience
.319 .721 .062 .442 .661

a. Dependent Variable: satisfaction

Service quality and convenience value is greater than 0.05. these are significant.
Only significant variable is Promptness as, the p-value is less than 0.05.

My Internship Roles and Responsibilities:

32
I was welcomed by the all officers at the bank with a brief introduction of them on the first day
of my internship. Then from day 2, I was assigned a train desk with no task. I was asked to
observe the whole environment and was given enough time to settle in. The officers delivered
very clear instruction about which Job is done by whom as a result in a short period of time I
understood which whom to report for certain issues. My daily activities were updating the
register cheque books and making sure up all the desired client information correctly in right
place. I also used to keep a record on the number of choose region comes a day and then
updating those again in the register. I also worked as a front desk officer where I had to
communicate directly with the customers. I was also trained up to do various activities which
also helped me to gather new experiences every day.
I have worked on clients in different type of forms for like Savings/Current/FDR/Brick by Brick
account, learnt to give statements of their account positions. Best part is I have improved my
communication skill, basically which was very low, and helped myself to be more confident. The
office environment was very decent and calm also very friendly atmosphere, now I have learnt
how to take decision under pressure. In a crisis situation now, I can stay calm and take any
challenges to fulfill my mission. Which also going to help in my further carrier. I have learnt to
work very fast and manage to finish my work before deadline. I have also seen their systematic
working sites, worked a little bit there as well, spent a week in clearing department which seems
very interesting to me. My working experience in the Mutual Trust bank was very new and great,
working on different individual client gave me new experience, also I got to know people very
closely. Lastly, I would like to say it wouldn’t be possible if I didn’t get any help from my
supervisors or other employees. Since the beginning they were very supporting, very helpful,
understanding also very caring and fun active, which gave me motive to work more and more, it
also helped to face my difficulties.

33
Chapter Five

Recommendation

34
 Recommendation

Customer satisfaction is a vital aspect in service organization. In every service organization some
lacking are still there. There are no organizations which they satisfy all the customers at a time.
MTBL has also some lacking there.

With the knowledge about banking, it is an easy job to find out the difficulties of the bank.
Rather than recommending would like to give my opinion to improve the employee development
by giving proper training and the banking service and make the customer more satisfied.

▪ To improve its all-current marketing strategies to attract more long term and loyal clients
▪ for the bank MTB ltd. needs to focus more on priority banking.
▪ Increasing the compensation for the employees.
▪ Allocating more frontline officers in the branch offices.
▪ Upgrading the bank server.
▪ Redecorating the interiors of the bank.
▪ Increase the concentration on advertising and promotion.
▪ Upgrading the services for the ATM booth.
▪ Work more on the bank activities visibility
▪ Monthly training programs for the officers for improving their performance level.

Human is most dynamic resource for organization. Getting the best person is a critical issue. The

knowledge, skills, Experience and Job specific competences assessment framework currently

discriminatory, transparent, promote equality of opportunity and be objective.

So, if the training for recruitment and selection process is properly done then customer
satisfaction will be much easier.

35
Chapter Six

Conclusion

36
 Conclusion

Success in the organization depends on the effectiveness of services. When it comes to banking,
taking deposits is better than giving loans. It reduces risk turnover and employee turnover as
well. Banks play vital part within the present-day economy. Customer satisfaction is the most
critical & important part in every organization and within the banks as well. No organization can
accomplish its objective or can be great until or unless it fulfills the customer requirements
Mutual Trust Bank Limited is performing its best within the banking industry. They are
developing their network and are attempting to get its banking administrations more modernized
day by day. They esteem their clients in each conceivable way and serve to each lesson of
individuals within the society for their reason. The number of clients for the bank is expanding
than compared to other within the industry for its quality administrations. And for giving its great
services MTB has well-arranged preparing sessions each separately and carefully outlined to
prepare the most excellent enlisted officer. It was an incredible delight for me to do my
internship program at Mutual Trust Bank Limited, one of the driving banks of the nation. My
generally encounter was great. And I trust, in spite of the a few confinements the report is well
arranged and serves the reason of the reader. At last, I wish extraordinary victories of Mutual
Trust Bank Limited within the coming a long time.

37
Chapter Seven

38
 References

• http://bankinfobd.com/banks/28/Mutual_Trust_Bank

• https://www.assignmentpoint.com/business/finance/annual-report-2016-mutual-

trustbank-limited.html

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q=linear+regression+scholarly+articles&hl=en&a s_sdt=0&as_vis=1&oi=scholart

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