Internship report

On
Positioning of MTBL Cards through Customer

Satisfaction

This Internship Report is submitted to the supervisor as a partial

Fulfillment of the requirements for the degree of Bachelor of Business
Administration in Marketing

Department of Marketing
Faculty of Business Studies

Jagannath University, Dhaka, Bangladesh

Internship report
On
Positioning of MTBL Cards through Customer

Satisfaction

Submitted By:
Md. Abdullah Al Sakil
ID: 115440
th
5 Batch, Session: 2010-2011
Department of Marketing
Jagannath University, Dhaka

Supervised By:
Md. Zahir Uddin Arif
Associate Professor
Department of Marketing
Faculty of Business Studies
Jagannath University, Dhaka

Jagannath University, Dhaka, Bangladesh

Date of Submission: February 07, 2015

LETTER OF TRANSMITTAL

February 07, 2015

Mr. Md. Zahir Uddin Arif
Associate Professor
Department of Marketing
Jagannath University, Dhaka
Subject: Submission of BBA Internship Report.
Dear Sir,
With due respect, I have much pleasure to present the report of the internship program titled
Positioning of MTBL Cards through Customer Satisfaction as a partial
requirements for the fulfillment of the degree of BBA in Marketing under your direct
supervision. In spite of time constraint, I tried my best to do the report comprehensively and
analytically as much as possible. Therefore, I need your kind attention to assess my report
considering the limitations of the study. Your kind suggestion will encourage me to perform
better research work in future. I have no confusion to explain anything about the conducted study
and the prepared report whenever necessary.

Thanking you,
Yours sincerely

Md. Abdullah Al Sakil

ID. No: 115440, BBA 5th Batch
Department of Marketing
Jagannath University, Dhaka

DECLARATION BY STUDENT

I, Md. Abdullah Al Sakil hereby declare that this internship report entitled Positioning of
MTBL Cards through Customer Satisfaction has been prepared under the direct supervision
of Mr. Md. Zahir Uddin Arif, Associate Professor, Department of Marketing, Jagannath
University, Dhaka, Bangladesh that has not been submitted to any other University/Institution
previously for an academic qualification or degree.

I also confirm that the report is prepared for academic purpose only.

Md. Abdullah Al Sakil

ID. No: 115440
BBA 5th Batch
Department of Marketing
Jagannath University, Dhaka

RECOMMENDATION BY SUPERVISOR

This is to certify that the internship report entitled Positioning of MTBL Cards through
Customer Satisfaction is done by Md. Abdullah Al Sakil, ID. No: 115440, a 5th Batch student
of Bachelor of Business Administration (BBA) Program, Department of Marketing, Faculty of
Business Studies, Jagannath University, Dhaka, Bangladesh under my supervision. This report is
going to forward for evaluation.

I wish him success in his future research.

Md. Zahir Uddin Arif

Associate Professor& Supervisor
BBA Internship Program
Faculty of Business Studies
Department of Marketing
Jagannath University, Dhaka

To Whom It May Concern

We are pleased to certify that Md. Abdullah Al Sakil, ID No: 115440, BBA 5th
Batch, Department of Marketing, Faculty of Business Studies, Jagannath
University, is completing his internship on our Bank of MTB Tower Branch,
MTB/CHO/GHR/1894/2014, Bangla Motor, Dhaka from December 14th 2014 to
March 14th 2015.

During this period he was exposed to different aspects of banking practices that
will help his future endeavors.
We wish him the best in his future career.

Thanking you,

..
MD SAIFUL ISLAM BHUIYN
First Assistant Vice President (FAVP)
Mutual Trust Bank Limited.

ACKNOWLEDGEMENT

I have the immense pleasure to express my heartiest appreciation, deepest sense of gratitude and
best regard to my honorable teacher and supervisor Mr. Md. Zahir Uddin Arif, Associate
Professor, Department of Marketing, Jagannath University, Dhaka, Bangladesh for his valuable
instruction, supervision, enthusiastic guidance and constant encouragement throughout the
research work and in the preparation and completion of this report.
I am grateful to all of my respected faculty members of the Department of Marketing, Jagannath
University, Dhaka, Bangladesh for their kind initiatives, support and providing academic and
social knowledge inside and outside the classroom. Otherwise my higher education could not be
able to touch the light of knowledge in its landmark.
I would feel fortunate thanks to Mr. Muhammad Saiful Islam Bhuiyn JAVP, Ratan Chandro
Nath, Junior Officer and A. S. M. Laizoo Akter Junior Officer in Card Division of Mutual Trust
Bank Ltd for providing me guideline. For their valuable time, who are the model of generosity
and never mind to provide answer of thousands of questions of their own areas of job
responsibilities.
I am grateful to my honorable parents who have given me the light of life in the nature to bear
the humanity for others. Finally, I would like to thank and remember the kindness of the
Almighty with supernatural judgment for all the creatures in the universe.

Md. Abdullah Al Sakil

ID: 115440
5th Batch
Department of Marketing,
Jagannath University, Dhaka.

EXECUTIVE SUMMARY
The Internship report on Positioning of MTBL Cards through Customer Satisfaction. is
expected to give a clear idea about the Card Division. The purpose of the study is to find out the
brand position of MTBL Cards in market, its acceptance to the target customers and how they
satisfy their customers. I have started this analysis from discussing the basic issues regarding for
any depository functions. First I have discussed the generation part of Mutual Trust Bank
Limited. I have also discussed the mission, vision, objective and goal of MTBL. A questionnaire
survey was done by me among some of the cardholders about the fees, charges, documentation
and customer satisfaction of the Mutual Trust Bank Ltd. The specific attributes selected to find
the customer satisfaction are cash withdrawal facilities, discount facilities, interest charges &
fees, grace period, customer service and ATM facilities. The major findings of the report Balance
Transfer Fee, Card Processing & Delivery Time, and Number of Bill pay Machine. This report is
designed by considering the total process of finding what makes the Card customers satisfied
with the service. There are few recommendations search as; the card delivery time should not be
more than a week. The main limitation of the report is lime and cost constraints, the technical
operation system and keeping of account are restricted for me in great extent. As this report is
about the brand positioning of MTBL cards, so through this report they can know their position
on the market, they can see their lacking and take corrective actions.

TABLE OF CONTENT
Subjects
Chapter One
1.1 Origin Of The Study:
1.2 Literature Review
1.3 OBJECTIVES OF THE STUDY:
1.4 Methodology Of The Study
1.4.1 Research Design:
1.4.2 Research Approach:
1.4.3 Sampling Method:
1.4.4 Reason:
1.4.5 Data Collection:
1.4.6 Data analysis:
1.5 Scope Of The Study
1.6 Limitations Of The Study
Chapter Two
2.1 Historical Background Of The MTBL
2.2 Mission, Vision And Objective OF MTBL
2.3 Values of MTBL
2.4 Managerial Hierarchy of Mutual Trust Bank Ltd
2.5 Departments Of MTBL
2.6 Card Products
2.6 Overview Of The Mutual Trust Bank Card
2.7 Card Division Hierarchy
2.8 Feature of Mutual Trust Bank Card
2.9 Management Of MTB Card Business
2.10 Operation System of MTB Card
2.11 Credit Card Application Flow Chart
2.12 Settlement of MTBL Cards
Chapter Three
3.1 Positioning of MTBL Cards
3.2 Customer Satisfaction
3.2.1 What is Customer Satisfaction?
3.2.2 Factors that determine service quality and customer satisfaction
3.2.3Convenient Payment Option
3.2.4 Services Through ATM
3.2.5 POS Terminals
3.2.6 Types of MTB Card

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Chapter Four
4.1 Data Analysis
4.2 Demographic Profile Of The Cardholders
Chapter Five
5.1 Findings of the study
5.2 Conclusion
Chapter Six
Recommendations
References
Appendices

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