Internship Report on Arab Bangladesh Bank Limited (ABBL)

Abstract

Banks need as much help discovering their customer service weak points as retail stores. According to loyalty 360, the customer experience at a banking institution is becoming a bigger part of the picture. Because of the proliferation of smartphone applications, much of the banking people do is online, but for serious things like loans and setting up mutual funds, people need access to someone who can give them information in person. Mystery shoppers help bankers to learn whether they are providing an adequate valuable service and explanation of the complex financial instruments people are investing in. Based on these criteria AB Bank limited Introducing Bangladesh to its very first private sector bank; incorporated on 31st December, 1981. Arab Bangladesh Bank as formerly known started its effective operation from 12th April, 1982 with the mission to be the best performing bank of the country. Keeping this view in mind, AB Bank limited intends to perform a mystery shopping exercise to review branch customer services and compliance involving an external company. Since E-zone has significant experience and expertise as management consulting arm performing similar assignments in the same industry, This internship report contains: Chapter-1 Introduction, Chapter-2 Industry Overview, chapter-3 Job responsibility, Chapter-4 Analysis and Findings and Chapter-5 Conclusion and Recommendation. The main Goal of this report is to provide a study on mystery shopping exercise to the branch customer service and external company. The timing of my internship period turned into three months and within the internship length I discovered about the diverse services supplied with the aid of the financial institution and the corporate culture of that organization. The scope of activity and processes of this division are huge and it is not possible to fathom everything within such a short period of time. Therefore, the findings and recommendations based on these three months’ rotation can be rather subjective than judgmental. We all know that Bangladesh bank is the mother bank controlling all different banks currently operating in Bangladesh Bank Limited. (ABBL) is one of the first-generation private commercial bank in Bangladesh, was established in 1981 with a vision of becoming a pioneer banking institution of the country and contributes significantly to the growth of the national economy. To have a competitive edge over other superior customer services and upholding the compliances vi laid down by the authorities in all branches are pre- requisites. AB Bank has awarded the assignment to E-Zone for conducting mystery shopping in AB Bank model branches located in Dhaka City. Banking region is an enormous part of economic sector that includes 6 kingdom-owned business banks, 39 domestic non-public business banks, 2 government-owned specialized banks, 9 foreign business banks. Banks have some guidelines and a few codes of ethics that they've to observe of their pursuit of profits. AB financial institution has a completely huge variety of offerings which are given to the customers which might be starting account which can be savings, contemporary, deposit and so forth. Then also debit or credit card, SME banking, mobile banking, loan, cash transaction etc. AB financial institution is a main personal area financial institution in Bangladesh hooked up in 31 December 1981. This changed into the first joint mission private financial institution in Bangladesh. On 14 November 2007 Bangladesh financial institution authorized the name trade to AB financial institution from Arab Bangladesh financial institution. “Arab Bangladesh bank confined. They deliver offerings to the clients that are establishing account, like financial savings, modern deposit, FDR, month-to-month deposit scheme and so on. Clients need to use their apps by way of that they are able to test their modern-day account, savings account and so on.