American International University-Bangladesh (AIUB)
Thesis Report On Customer Satisfaction of BRAC Bank internet Banking A Thesis Report Presented to the Faculty of Business Administration in Partial Fulfillment of the Requirements for the Degree of Bachelor of Business Administration.

Supervised By:
Dr. Nisar Ahmed Associate Professor & Director MBA Program Faculty of Business Administration

B y

S u p e r v i s e d

Submitted By:

Md. Mehedi Hasan Shuvo Id: 08-12358-3 Major: Accounting & Finance

Date of Submission: 08/08/2012
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S u p e r v

Thesis Report On

Customer Satisfaction of BRAC Bank Internet Banking

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Letter of Transmittal
8th August, 2012 Mr. Roomee Tareque Moudud Honorable Director, Office of Placement & Alumni American International University Bangladesh

Subject: Letter of transmittal

Dear Sir, It is a great pleasure for me that I got the opportunity to submit a business related report entitled “Customer Satisfaction of BRAC Bank Internet Banking” as a partial requirement of the Internship Program, a prerequisite for the completion of the BBA Course.

I have tried my level best to put meticulous effort for the preparation of this report. Any shortcomings or fault may arise as my unintentional mistakes. I will wholeheartedly welcome any clarification and suggestion about any view and conception disseminated through this report.

Thanking you Sincerely yours,

Md. Mehedi Hasan Shuvo ID: 08-12358-3 Major: Accounting and Finance Bachelor of Business Administration

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Letter of Endorsement
The Thesis Report entitled “Customer Satisfaction of BRAC Bank internet Banking” has been submitted to the Office of Placement & Alumni, in partial fulfillment of the requirements for the degree of Bachelor of Business Administration, Major in Accounting and Finance, Faculty of Business Administration on 08th August, 2012 by Md. Mehedi Hasan Shuvo, Id # 08-12358-3. The report has been accepted and may be presented to the Internship Defense Committee for evaluation.

(Any opinions, suggestions made in this report are entirely that of the author of the report. The University does not condone nor reject any of these opinions or suggestions).

______________________ Dr. Nisar Ahmed Associate Professor & Director MBA Program Faculty of Business Administration (Internship Supervisor)

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Acknowledgements
I have the pleasure to acknowledge the effort of the report and other personnel for supporting such a nice program, from which I have earned a wonderful experience of conducting research in Customer Satisfaction of BRAC Bank Internet Banking, which will help me a lot in future. I would like to thank my honorable supervisor Dr. Nisar Ahmed, Associate Professor & Director of MBA Program for providing proper guidance and help to complete the report. I feel proud of myself being one of his intern students. It is a great joy for anyone when the targeted tasks are done. I got this kind of flavor after completing this assignment. Because I think most of the time my works were in the right track. There are some other persons from my university and also from outside helped in this report in many ways. It would be much rigorous task to complete this without their guidance, comments, and inspirations. I would like to thank them all. I would like to give my grateful thank to Mrs. Arefa Akhter Nila, IT manager of BRAC Bank. I really like to give thanks Mr. Saiduzzaman, department of IT (AIUB) to help me a lot in technically. I would like to tip my hat to my family. Eventually I recognize the Almighty who has given me ability to take trouble and who made my live this life.

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Executive Summary
After taking decision of doing thesis my first target was to do thesis in a modern topic so, I heartily tried to keep all the modern features in my report. In this report I overlooked at the BRAC Bank profile, their features etc. Then I have described what is the important of this topic and also clarify the objectives and limitations. Then I show whole the survey data summary converted into information mode and discuss what findings are. I have used tables, bar-charts, pi-charts etc. for showing the information and judge those criteria according to percentage. Then I have given some recommendations but not too much because I don‟t feel that I am the appropriate person to recommend such a big corporation like them. Better, I actually have gone through customer‟s feedback what they have mentioned in their comments. In this report my most important turning point was to do survey by email and website. It gives respondents more relaxation for answering the questionnaire. So, after all, I am much happy with the completion of my report and I wish its longer success.

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Table Of Contents

1. Overview of BRAC Bank LTD 2.1. Introduction to the study 2.1.1. Rationale of the study 2.1.2. Limitations 2.1.3. Objectives 2.2. Review of Related Literature 2.3. Methodology of The Study 2.3.1. Data collection Method 2.3.2. Method of Data Analysis 2.3.3. Method of Data Presentation 2.4. Analysis and Interpretations of the Study 2.5. Findings of Study 2.6. Recommendations 2.7. Conclusion Reference Appendix

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Part-1

Overview Of BRAC Bank LTD

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With the vision of "Building profitable and socially responsible financial institution focused on Market and Business with Growth potential, thereby assisting BRAC and stakeholders to build a just, enlightened, healthy democratic and poverty free Bangladesh”, BRAC Bank Limited has started its journey in the Banking Sector of Bangladesh. Now, BRAC Bank Limited is one of the leading private bank in Bangladesh. BRAC Bank has received the commercial banking license from Bangladesh Bank in 2001. Since then it has established its name and branding with its quality of service and products. In a very short time BRAC Bank became one of the successful and fastest growing private banks in Bangladesh. BRAC Bank is owned partially by BRAC, the largest non-government organization in the world, International Finance Corporation (IFC), the private sector arm of The World Bank Group, and ShoreCap International. The head office of the bank is situated at Gulshan, Dhaka. BRAC Bank is operating its business in whole Bangladesh. BRAC Bank is expanding its branch network rapidly throughout the country. Currently, BRAC Bank has 100 Branches, 60 SME Service Centers, 3 SME/Krishi Branches, more than 300 ATMs and 424 SME Unit offices across the country. It has disbursed over BDT 10,000 crores of SME loan and has over 500,000 individual customers who access online banking facilities. BRAC Bank provides all sort of banking service to the mass people of Bangladesh. Among them, BRAC Bank is well known for its SME Banking in Bangladesh. Services Provided By BRAC Bank:    

SME Banking Corporate & Institutional Banking Retail Banking Banking Services for Non-Resident Bangladeshi (NRB)

BRAC Bank quick overview:
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Fastest growing bank in the country for the last two years Leader in SME financing through 350 offices Biggest suit of personal banking & SME products Large ATMs (Automated Teller Machine) & POS (Point of Sales) network

Retail Banking Products BRAC Bank has a variety of retail banking products for consumers including Loans, Deposit Schemes, Accounts Service, Cards, Other services. BRAC bank has recently started e9

commerce banking through their e-commerce gateway. BRAC Bank provides VISA local and international credit and debit cards to their consumers. ATM Network BRAC Bank has one of the largest ATM networks of its own in Bangladesh with more than 300 both. In addition to this BRAC Bank is the lead arranger of OMNIBUS shared ATM network. Banking Awards & Achievement: 

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FT Sustainable Bank of the Year 2010 Award: BRAC Bank has been awarded as the Sustainable Bank of the Year 2010 at the FT Sustainable Banking Awards 2010. The award was jointly announced by Financial Times newspaper and IFC at the award ceremony on 3rd June 2010 in London. DHL–Daily Star Bangladesh Business A...

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