ACKNOWLEDGMENT In order to achieve professional experience to apply theoretical knowledge into practical field, I would like The City

Bank Ltd. as a student of BBA for internship program. I have presented this report after finishing my working program. First of all, I would like to express my deep gratitude to the almighty Allah for fruitfully preparing this internship report. I express my deep sense of gratitude and heartily respect to my honorable supervisor Md. Najrul Islam, Lecturer Dept. of business Administration, I13AIS University. I have received all valuable suggestions and instructions from my honorable Supervisor for completing this Internship Report. My pleasure turns blooming to offer thanks to Mr. Depak Kumar Branch Sales and Service Manager, The City bank Ltd. Motijheel Branch for allowing me to show my practicability in an organizational area under his supervision. I like to convey something more don thanks and usual gratitude to Mr. Ikram Hossain Branch Operation Manager. I am very grateful to Mr. Partho Kumar, Associate Relationship Manager Salim Hossain Assistant Relationship Manager; Mr. Tanvir Ahmed, Mr. Abdullah Al Mamun, Ms. Ummya Habiba Assistant Customer Service Manager; Mr. Shams Reza Ghani, Ms. Sharmin Akter Mile Customer Service Officer; Mr. Rashedur Rahman, Relationship Officer Ms. Tamarind Yasmin, and Mr. Zakir Hossain, Cash Tailour Officer, for providing all information relevant to my study. Their delightful co-operation, benevolent patronage, intention to make other acknowledgement helped me to prepare this report. And lag but not the least; I would like to thank all the personnel working at The City Bank Ltd. Motijheel Branch. They made the environment congenial and favorable for me a to understand the task. Without their assistance and co-operation, this report might not have seen the light of day.

EXECUTIVE SUMMERY This report based on the internship program, partial requirement for the Bachelor of Business Administration in IBAIS University. The main objective of the report is to know the satisfaction level of the customers of The City Bank Ltd. This is a small scale of study to measure how much people are satisfied about the CBL' current service. The study is executed by Md. Kamruzzaman Jony under the supervision of Md. Najrul Islam, Supervisor BBA Internship Program in IBAIS Unversity In The City Bank Ltd. My coordinator was Mr. Jewel Rana, Assistant customer Service Manager (ACSM). I am attached with this bank in 26th November and finished 26th February. This was a great practical experience for my carrier life. Here I have worked in all divisions. Along with these division works I also conducted a survey on customer service regarding The CBL through the different categories customer. During my survey work I talked with 51 respondents (current account, saving account, loan, money gram and special saving scheme). Every respondent helped me a lot to do or my survey. Maximum respondents showed their opinion positively towards the bank. Some respondents said to me they are not happy with interest rate. Only except this facility The CBL services is tremendous to everyone. In my wpm I attached the current services that The CBL offer for their customers. It also included my practical experience in the bank. It means I wrote about my in &visions during my internee period. OBJECTIVE OF THE STUDY The prime objective of the report is to get practical exposure to organizational environment as well as to understand the system and methodology adopted in conducting day to day banking by The City Bank Limited. Besides this report has been composed to obtain the following objectives: To get an overall idea of banking from banker's point of view.

To review the techniques used by the bank to make it lucrative. An exposure of practices of different banking activities in The City Bank Limited. Relevant rules, regulations, theories and practices for banking. To have a clear concept on departmentalization and the authority entrusted on different officials. Determining the drawbacks of the existing level of customer satisfaction. Evaluation of the present performance of the Bank regarding Customer Satisfaction. Recommending some guidelines to improve the effectiveness and effectiveness of customer satisfaction.

METHODOLOGY OF STUDY To meet the objectives of the study, I realized that a single method would not be effective. Formal & oral discussion, direct observation, questioning clients & printed papers of the Bank were found useful. To collect the necessary and meaningful information, the following methods were applied. Both primary and secondary sources were used here. I have collected data from the two unique sources; one is primary sources and another is secondary sources. 1.4.1. Primary Sources: Face to conversation with the respective officers and stuffs of the branch and head office. A survey was conducted to collect data on customer satisfaction Discussing with my supervising teacher and manager. Practical work experience in the different desk of the department of the branch. In-depth study of selected cases.

1.4.2. Secondary sources: Annual Report of The City Bank Limited. Website of The City Bank Limited. Several books and periodicals related to the banking sector. Bangladesh Bank Report Different circular sent by the head office of The City Bank Limited. Various documentary file of The City Bank Limited. Prior research report.

SCOPE OF THE STUDY This report covers customer departments of The City Bank Limited, Motijheel Branch. It presents a brief scenario of The City Bank Limited. LIMITATION OF THE STUDY Actually the truth is that, the limitations of this report are well concrete. They have stated belowTime: It was one of the major limitations of this report. Nevertheless, according to Parkinson's : "Works tend to expand to fill the time available " The subject matter of this report so vast that despite of the time given, I have not included all the aspects of consumer as I expected earlier. However, I tried my best to present this report before the submission deadline. Inadequate Discussion: As a newcomer to banking service, I have taken considerable time to understand this business. To make a solid report I felt the urgency of communication with high-level levees but in commercial bank time is money and there is no opportunity to make appointments with them. I believe, inadequate discussion is one of the limitations of the report.

Restricted Disclosure: The report will be very information worthy if I get the opportunity to make a comparative analysis of consumer loan. Nevertheless, the fact is, most of the banks do not disclose consumer loan data in a separate heading in the annual report. Moreover, trend analysis of CBL consumer's loan also lacks the historical data necessary to make a valid forecast. Lack of knowledge and experience: Honestly, I agree that making a comprehensive study on consumer's loan requires a great of experience and current banking knowledge. As a B.B.A student, I do not possess of knowledge and experience.