ANALYZING THE IMPACT OF FRONT DESK MANAGEMENT ON CUSTOMER SATISFACTION IN BANK ASIA LIMITED

Abstract

As a financial Institution Bank plays a very important role in the sector of the Economy. The primary duty of the Bank is to pay interest at lower rates to the depositors and receives interest on loans and advances from them at higher rates. In a country banking sector is considered one of the stable financial institutions.

The internship program is the combination and reflection of realistic learning along with academic Study. The study is not complete without practical experience, this internship program helps to experience the practical scenarios of theoretical studies.

This report is based upon my three months internship in Bank Asia Limited, Shyamoli Branch as a partial requirement of the BBA Program. In this report, I am focusing mainly on the Front Desk Management, general banking of Bank Asia Limited, Shyamoli Branch. The banker–customer relationship is the focal part of attention for the bankers. General account opening, requirements of opening accounts, different types of schemes, Encashment of different types of deposit, cheque clearing and collection section, local remittance department, Cash Department, Accounts Department for voucher storage, and Human Resource related Issues and customer services are included as general banking activities. As an intern, I got the opportunity to work in the different areas of general banking. Mainly I was assigned to the management of work at the front desk. Cheque book delivery, desk pass service, inward register entry, ATM card, and pin delivery, and customer services related issues like helping them to fill up the account opening form and to provide various information about the deposit products of Bank Asia Limited was the basic job responsibility of me during my internship.

Like many other organized sectors, Bank Asia Limited also has multi-layer manpower for its various requirements of professionals and support staff. The bank has some reasonably educated security guards and a highly educated and trained professional. They are very cooperative, well behaved, and helpful so, I never felt any hesitation to ask for any information from them. In this comfortable working environment, I have learned all the official activities in a professional manner which will definitely increase my professional skill.

Every management team has some limitations. Sometimes, I also had to handle obstacles that I have been faced during my internship period. Organizational error is the subject of concern for bank officials but my personal challenges can be improved by my own effort and academic knowledge.