Wednesday, February 9, 2011

Internship Report on HSBC Bank -An Investigation into Customer Satisfaction Level at the Hong Kong & Shanghai Banking Corporation Ltd, Sylhet

The HSBC Asia Pacific group represents HSBC in Bangladesh. HSBC opened its first branch in Dhaka in 17th December, and extending its operation further, HSBC opened more branches in Dhaka, Chittagong and Sylhet. I joined in the Sylhet branch as an Intern in the 1st May, 2010.

During the three months of my Internship I was placed in the CSD department under Personal Finance Service (PFS) of HSBC, Sylhet Branch. There, I acquired a great amount of knowledge about customer service attributes and conducted an investigation on customer service level. The findings of the, investigation along with other information are being presented in this report.

My overall report is divided into three broad parts. In the First part, I have given a comprehensive idea about the overall organization; the department of my internship, frequently used products and services, different departments, organizational structure, management style and so on.

The second part or the paper contains the analysis and its findings that I conducted on the customer service quality level of HSBC Sylhet. My analysis followed the SERVQUAL approach of measuring service quality. I tried to figure out how customer are putting importance in different attributes of the service delivered by HSBC Sylhet, which will show the level of satisfaction aggregately. For this reason I have used exploratory research first by interviewing manager, staffs and others. Then I have used 22 structured questions (Questionnaire) to reveal necessary data regarding service quality level from the customers.

In the third and final part, I have included five real life experiences those I have observed during my internship period. These happenings had function impact on the organization, and enriched my experience about dealing with customer problems.






Internship Report on HSBC Bank -An Investigation into Customer Satisfaction Level at the Hong Kong & Shanghai Banking Corporation Ltd, Sylhet.zip
File size:1.23 MB

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  2. Thank you Mahmud vhai, Tobe amar moe hoi apni doc na diya PDF format e dile hoito vhaloy hoto... r fileserve e kono updload na diye rapid or hotfile e dile hoito amder jonno aro better hoto...

    Onek dhonobad bhaia.....

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