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Internship Report on An Analysis of customer Satisfaction in Mutual Trust Bank Ltd:
The topic of the report is “Customer Satisfaction on Mutual Trust Bank Ltd”. Nowadays banking organization is expanding and developing its hand different financial organization every day. In the mean period banking procedure is become longer. In that case, survive in the difficult world of the banking division among company is looking towards best opportunities to allocate services to customer. As part of fulfilling the customer needs, they offer different types of account. And also offer loans and fixed deposits. They also provide locker system. I worked there as an intern, survey 50 customer that what is their satisfaction level and opinion from this bank services. As a result, I found excellent outcomes.
| Report Title : | Customer Satisfaction in Mutual Trust Bank Ltd |
| University Name : | United International University |
| Submitted To : | Dr. Khandoker Mahmudur Rahman |
| Submitted By : | Fahima Ashfi |
| Total Page : | 28 |
Overview of Mutual Trust Bank Ltd:
Mutual Trust Bank PLC, established in 1999, is a third-generation private commercial bank in Bangladesh. Its headquartered n Dhaka. Mutual Trust Bank Ltd. offers a comprehensive range of financial services of individuals, Business and Institutions.
In general banking and clearing sector, they input all the details of transaction time to time. They issue pay order and give cheques related this bank and also other bank.
All the inputs and cast transaction is run by system and online. Foreign exchange departments play a vital role in this bank. They maintain the relationship between exporters and importers.
Business Activities of Mutual Trust Bank Ltd:
Mutual Trust Bank Ltd also working for customers satisfaction. MTBL always offers different kinds of financial services of individuals, Business and Institutions. Below is an overview of its key business activities are given:
Retail Banking:
Mutual Trust Bank Ltd. provides various personal banking services, including:
- Savings & current accounts.
- Fixed Deposit Schemes.
- Debit & Credit cards.
- Internet and Mobile Banking.
- SMS Banking.
- 24/7 customer support through its Contact Centre.
Corporate & SME Banking:
The bank offers tailored financial solutions for Corporate & SME Banking Businesses:
- Working capital financing.
- Trade finance services.
- Project financing.
- Commercial loans.
- Customized banking solutions for small and medium enterprises (SMEs).
International Banking:
MTB facilitates international trade and remittance services through:
- A global network of foreign correspondent banks.
- Foreign exchange services.
- Offshore banking units.
- Remittance services for expatriates.
Capital Market Services:
Through its subsidiaries, MTB offers capital market-related services.
- MTB Securities Ltd. (MTBSL) for brokerage services.
- MTB Capital Ltd. (MTBCL) for investment banking.
- MTB UK Exchange Ltd. for remittance services.
Digital & Alternative Banking Channels:
To enhance customer convenience, MTB has developed various digital platforms:
- Internet and mobile banking services.
- SMS banking.
- Agent banking centers.
- ATMs and CRM booths.
- Point-of-sale (POS) machines.
Branch Network:
MTB has an extensive presence across Bangladesh, including:
- Total 119 branches and 33 sub-branches.
- 200 agent banking centers.
- 310 modern ATMs.
- Over 3,220 POS machines.
Corporate Social Responsibility (CSR):
MTB is committed to social development through initiatives like:
- Donations to the Prime Minister’s Relief & Welfare Fund.
- Various community development programs.
Mutual Trust Bank Ltd provided broad range of products and services tailored to satisfy each client’s particular needs. The Bank is committed to making significant contributions to the nation’s economy.
Financial Statement of Mutual Trust Bank Ltd. of Bangladesh:
Mutual Trust Bank PLC (MTB) has released they are financial statements for the year ending of December 31, 2024. Below is a summary of key financial highlights:
Key Financial Highlights of Mutual Trust Bank Ltd (2024):
- Net Interest Income: BDT 6,698 million, a decrease from BDT 7,253 million in 2023.
- Net Income: BDT 3,167 million, up from BDT 2,860 million in 2023.
- Earnings Per Share (EPS): BDT 2.93, compared to BDT 2.65 in 2023.
- Return on Equity (ROE): 12.77%
- Return on Assets (ROA): 0.77%
- Total Capital Ratio (CRAR): 13.62% (Consolidated)
Performance of Mutual Trust Bank Ltd. (2024):
- Profit Before Tax: Increased by 59.15% year-over-year.
- Customer Deposits: Grew by BDT 46 billion (17.54%) since December 2023, totaling BDT 309 billion.
- Drivers of Growth: Efficient balance sheet management and cost rationalization.
Annual Report of 2023 and 2025. Click here https://www.mutualtrustbank.com/wholesale/structured-finance-unit/
Objective of the project:
The prime objective of the report is to accomplish the course structure. The other broad and specific structures are given below:
Board of Objectives:
- To acquire overall idea about banking activities in Mutual Trust Bank Limited
- To know the customer services process of the Mutual Trust Bank Limited
Specific Objectives:
- To know about the transaction process of the MTBL
- To gather knowledge about the credit products
- To know the documents which are needed to open an account
- To get the idea how to process a cheque in a clearing house
- To Analyze customer opinion regarding satisfaction through questioning customer
- To determine the limitations of the operation of Mutual Trust Bank Limited.
Methodology:
For completing the report, various types of data is needed. The report contains the overall customer service of each and every product and services of MTBL. To complete the report smoothly there is some rules and methods. So, for this purpose, various types of primary and secondary data are collected.
Primary Source of Data:
- Working in front desk
- Face to face oral interview
- Directly asking the bank employees
- Questionnaire’s survey of the customers
Secondary Source of Data:
- Annual report of Mutual Trust Bank
- Website of MTBL
- Website of Bangladesh bank
Other papers and periodical publications of MTBL
Conclusion:
There are no organizations which they satisfy all the customers at a time. Customer satisfaction is a vital aspect in service organization. In every service organization some lacking are still there. MTBL has also some lacking there. Among the satisfaction, service quality and convenience, promptness services- promptness is the best service that customer consumed. MTBL have to be more conscious for their other phrases of service.
