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Internship Report on An Analysis of customer Satisfaction in Mutual Trust Bank Ltd.
This report is all about finding out how happy people are with the services at Mutual Trust Bank Limited. These days, banks are everywhere, and they’re offering more and more services to stay ahead. But with the entire new attribute, banking has also become more complex. That’s why it’s so important for banks to really focus on their clients and keep things very simple and friendly. Mutual Trust Bank offers things like savings and current accounts, loan options, fixed deposits, and even locker services. During my internship at the bank, I spoke with 50 customers to hear what they think about the services. Most of the responses were very positive. People seemed quite satisfied, and many said they trusted the bank and liked how it treated them.
| 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 was started in 1999. Mutual Trust Bank PLC is a Dhaka-based private commercial bank. It serves to individuals, businesses, SMEs, and corporate clients. Over the years, MTBL has enhanced its service portfolio, accelerated its technological modernization, and lengthen its national presence.
Service Portfolio and Operations of Mutual Trust Bank Ltd.
General Banking
MTBL ensures seamless banking services—savings and current accounts, cheque payments, pay orders, and automated transaction processing. An efficient core banking system underpins all operations.
Foreign Exchange & Trade Services
The FX unit handles remittances, trade finance, and supports exporters/importers, reinforcing MTBL’s role in international banking.
Retail Banking Mutual Trust Bank Ltd.
- Savings/current accounts
- Fixed deposits
- Debit/credit cards
- Internet & mobile banking
- SMS notifications
- 24/7 contact center support
Corporate & SME Banking of Mutual Trust Bank Ltd.
- Working capital loans
- Trade finance
- Project and commercial loans
- Tailored SME banking solutions
International Banking of Mutual Trust Bank Ltd.
- Offshore banking
- Correspondent banking network
- Foreign currency exchange
- Services catered to expatriates
Capital Market Services of Mutual Trust Bank Ltd.
- MTB Securities Ltd. for brokerage
- MTB Capital Ltd. for investment banking
- MTB UK Exchange Ltd. for remittances
Digital & Alternative Banking Channels of Mutual Trust Bank Ltd.
- Internet/mobile banking
- SMS alerts
- Agent banking
- CRM booths, ATMs, and POS terminals
Branch Network of Mutual Trust Bank Ltd.
- 120 branches + 46 sub-branches
- 182 agent banking centers
- 310 ATMs and 3,220+ POS terminals nationwide
Latest Developments of Mutual Trust Bank Ltd.
- Annual Town Hall & New Branding
In February 2025, MTBL unveiled a refreshed logo at its Annual Town Hall in Dhaka, signaling a renewed commitment to innovation and customer trust . - Banking Partner at Dhaka Travel Mart
In January 2025, MTBL became the official banking partner of Dhaka Travel Mart 2025, promoting travel and card services to both domestic and international visitors . - Branch Banking Conference
A two-day conference in early 2025 focused on improving customer engagement, digital agility, and empowering branch-level teams . - New AI-Powered Contact-Centre Agent
As of May 2025, MTBL rolled out Bangladesh’s first AI-driven voice agent—enhancing response times and customer support quality . - Green & SME Financing
In mid-2024, the Belgian investment firm BIO granted MTBL $15 million to expand its MSME and green finance initiatives—marking MTB’s first foreign-currency transaction in Bangladesh. - Awards & Recognitions
MTBL earned the ICC Award for Best Profitability in 2024 and received major accolades from The Banker, Euromoney, and Bangladesh Bank for its digital innovation and CSR .
Financial Statement of Mutual Trust Bank Ltd. of Bangladesh.
Year of 2025:
Key Financial Highlights of Mutual Trust Bank Ltd (2025)
- Net profit: BDT 850 million (≈ Tk 85 crore), +11%
- EPS: Tk 0.87 (up from Tk 0.78)
- Net interest income decrease due to increased deposit interest costs.
Full-Year of 2024 Highlights
- Deposits grew by BDT 46 billion (17.5%), reaching BDT 309 billion
- Loans & advances increased by 11.3% (Tk 291 billion)
- Pre‑tax profit rose 59.2% YoY to Tk 162 billion; operating profit reached Tk 254 billion
- Strong performance helped MTBL secure top industry awards
Performance of Mutual Trust Bank Ltd. (2024)
- Net interest income: BDT 6,698 million; Net profit: BDT 3,167 million
- EPS: BDT 2.93; ROE: 12.8%; ROA: 0.77%; CRAR: 13.6%
Annual Report of 2023 and 2025. Click here Or, https://www.mutualtrustbank.com/wholesale/structured-finance-unit/
Objective of the Report
Board of Objectives:
- Understand MTBL’s banking procedures and customer service processes
- Examine loan, cheque clearing, and account opening workflows
- Gather and analyze customer satisfaction data
- Identify limitation and propose improvements.
Data Collection:
- Primary: Intern desk duties, staff interviews, and customer survey (50 participants)
- Secondary: MTBL annual reports, Bangladesh Bank publications, company website, and industry sources
Findings from Customer Feedback
Interviewing 50 MTBL clients revealed:
- Speed & efficiency: Over 80% praised the promptness of banking services.
- Digital experience: Internet and mobile platforms received high satisfaction scores.
- Staff professionalism: Customers appreciated courteous and helpful staff at both branches and support channels.
- Room for improvement: Some clients expressed a desire for faster loan processing and more transparent fee structures.
Conclusion
MTBL excels in delivering fast, digital-first services, innovative tech solutions, and robust financial performance. Still, there’s potential to foster further trust by simplifying loan workflows and increasing fee transparency. To build on this, next steps could include:
- Streamlining Loan Processes: Automate more application steps and set clear timelines.
- Transparency Enhancements: Redesign fee schedules with examples.
- Enhanced Staff Training: Focus specifically on SME and forex advisory skills.
Accomplishing to complete clients satisfaction in any service-based corporation is challenging, principally in banking. While MTBL offers dependable and useful services, there is still way for upgrade in some areas. Among the services estimate—such as assortment products, accessibility, and sensibility—punctuality in service delivery received the highest customer commend.
