Abstract:
This is a report entitled Level of Bank and What Should Be Done to Improve, Role of Digital
Banking, Trust Bank PLC, Savar Cantt. Branch, It was done as a part of BBA internship
program in Daffodil International University. The research aims at measuring the degree of
customer satisfaction in The Trust Bank PLC, specifically, the service efficiency, responsiveness,
and digital banking facilities. The internship was experienced in the Savar Catt Branch of Trust
Bank where I was closely engaged in the provision of banking services to the customers. I was to
be involved in account related services, support of digital banking, and answer customer related
questions. These assignments gave me the opportunity to experience customers in real life and
define the areas that require enhancement. The results indicate that even though Premier Bank has
positioned itself as a reliable financial organization offering a variety of services to its customers,
customer satisfaction depends on a number of crucial factors. The overall satisfaction with the
bank was fair, although issues about waiting time, the staff responsiveness, and the ease of use in
digital platforms were mentioned by most customers. The importance of such issues is that the
bank has a chance to enhance customer loyalty and enhance its competitive stance. This report
concludes that the level of satisfaction can be improved greatly by ameliorating digital banking
services, offering periodic employee training, and introducing systematic customer feedback.
Other skills, essential in the banking sector and included in the internship would be communication,
problem-solving, adaptability, and professional etiquette, and helped me to appreciate the
importance of management information systems in the current banking sector. On the whole, the
internship experience proved the role of customer satisfaction as the catalyst of the expansion in
the banking sector. It also helped me in personal and professional growth as I was ready to use
theoretical knowledge in my real-life financial service setting.
