Internship Report on General Banking Operations of City Bank PLC & Customer Perception of Citytouch App

Abstract

This report will aim to provide a detailed overview of the general banking operation and digital transformation of City Bank. This paper starts with an overview of the bank’s background and the variety of products and services it offers. Then I did a short industry analysis. This report will give you an idea about the branch operations activities. A major focus of the report is its digital products and finding out the current state of “Citytouch”, the biggest digital banking platform of the bank. A survey was conducted with 64 users to gather their experiences with the app. The result shows why it is the core digital banking platform of City Bank. This report will also provide you with information about other digital products of the bank. Additionally, this report will also share my personal internship experiences. Lastly, based on research and user feedback, the report concludes with specific recommendations aimed at improving service quality and keeping customer satisfaction high.