Bangladesh Army University Science and Technology

Faculty of Business Studies

An Internship Report
on
Employee Motivation and Customer Satisfaction of Sonali
Bank PLC: A Study on …Branch, Dinajpur

The internship report is submitted for the partial fulfillment of the requirement for the degree of
Bachelor of Business Studies Administration (BBA) of Bangladesh Army University of Science
and Technology (BAUST)

Lamyea Touhid
ID: 210211001
BBA (Major in Management)
Department of Business Administration
Bangladesh Army University Science and Technology (BAUST), Saidpur

Semester:
Date of Submission:
 An Internship Report
on
Employee Motivation and Customer Satisfaction of Sonali
Bank PLC: A Study on …Branch, Dinajpur
.

Supervised By:
Mridul Kanti Das
Lecturer (Management)
Department of Business Administration
Bangladesh Army University Science and Technology, Saidpur.

Submitted By:
Lamyea Touhid
ID: 210211001
Program: BBA (Major in Management)
Department of Business Administration
Bangladesh Army University Science and Technology, Saidpur.
Submitted To:
Department of Business Administration
Faculty of Business Studies
Bangladesh Army University Science and Technology, Saidpur.
Date of Submission:
 Letter of Transmittal

15 March, 2026

To
Mridul Kanti Das
Lecturer (Management)
Department of Business Administration
Faculty of Business Studies
Bangladesh Army University Science and Technology, Saidpur

Subject: Submission of Internship Report on “Employee Motivation and Customer

Sir,
With due respect, it is stated that I am submitting my internship report on “Employee Motivation
and Customer Satisfaction in Sonali Bank PLC: A Study on …Branch, Dinajpur”, which has
been prepared as per requirement for obtaining the degree of Bachelor of Business Administration
(BBA) offered by Bangladesh Army University Science and Technology, Saidpur, Bangladesh. It
was a pleasure experience on my part to go through the process that reaffirms my classroom
knowledge into practice. Despite my insufficient knowledge, I hope the internship report has
attained its purpose to a considerable extent.

Please find enclose here with one copy of internship report for your perusal and kind consideration.
It will be pleasure to me if you kindly accept my internship report.

Thanking you for your valuable advice and co-operation.

Sincerely yours,

Lamyea Touhid
ID No.: 210211001
BBA (Major in Management)
Department of Business Administration
Faculty of Business Studies
Bangladesh Army University Science and Technology, Saidpur, Bangladesh.
 Supervisor’s Approval

It is my immense pleasure to certify that Lamyea Touhid bearing ID No. 210211001 Student of
Department of Business Administration of Bangladesh Army University Science and
Technology, Saidpur, has successfully completed the internship report entitled “Employee
Motivation and Customer Satisfaction in Sonali Bank PLC: A Study on …Branch,
Dinajpur”. It is her own performance, not joined work and she has completed this work under
my direct supervision and guidance. I also certify no part of this expert has been submitted for
the work has not been published in any journal or magazine.

I also certify that I have gone through the report thoroughly and found it satisfactory for
submission to Bangladesh Army University of Science and Technology, Saidpur, in fulfillment
of the requirements for the Bachelor of Business Administration.

Supervisor

Mridul Kanti Das,

I am grateful to many individuals for the completion of the report successfully. First of all, I
would like to offer my heartiest thanks to Almighty to complete my internship period and to
prepare this report without facing noteworthy trouble. Then, I would like to take the opportunity
to express my heart felt gratitude to my honorable supervisor Mridul Kanti Das, Lecturer
(Management), Department of Business Administration, Bangladesh Army University Science
and Technology, Saidpur, for his expert supervision, constant guidance, and inspiration during
the preparation of all report.

I would like to convey my sincere gratitude to my organizational supervisor Md. Jahidul Islam,
Executive Officer Senior Assistant Vice President Md. Motiur Rahman and Senior Executive
Officer Mohammad Jakiur Rahman and Remittance Officer Hasan Mahmud and Assistant
Relationship Officer Dutch Bangla Bank, New Market, Dhaka who help me a lot by providing all
the necessary internal information about DBBL Bank, New Market, Dhaka. Furthermore, I want
to thank all the concerning officials of the organization for furnishing me with all the vital
information and advice.

I am also thankful to my peer colleagues for providing important documents and their supports,
which has helped me a lot in preparing this report. I am heartly apologizing of any omitted name
whose contribution was also complementary for any possible aspect.
There might be some mistakes for my limited knowledge and scarcity of time though I had no
bad lack of wish to do that, I hope that readers of this repart will consider it with kind heart.

Lamyea Touhid
ID No.: 210211001
BBA (Major in Management)
Department of Business Administration
Faculty of Business Studies
Bangladesh Army University Science and Technology, Saidpur, Bangladesh.
 Executive Summary

Dutch Bangla Bank PLC on of the private commercial bank of Bangladesh, started its operation
in Bangladesh as the first European joint venture bank. The was an effort local shareholders
spearheaded by Mr. M. Sahabuddin Ahmed (Founder Chairman) Dutch Bangla Bank PLC was
established under the bank companies act 1991 and incorporated as a public limited company
under the companies Act 1994 in Bangladesh joint venture and first Bangladeshi – European
joint venture of bank in Bangladesh DBBL commenced formal operation from June 9, 1996.

IN the first chapter, I discussed about the introduction of the report, origin of the study,
objectives of the study, scope of the study, methodology and limitations of the report etc.

In the second chapter, I discussed about the overview DBBL, introduction of DBBL, mission and
vision of DBBL, objectives of DBBL, functions of DBBL, commitment and competitors of DBBL,
SWOT analysis and Branch analysis of DBBL of New Market Branch, Dhaka.

In the third chapter explained description of job done during internship period. Nature of the
assigned job, process of performing assigned job, opportunity to apply theoretical knowledge in
the performed job, synopsis of the learning form internship.

In the fourth chapter I describe about the General Banking activates of DBBL, introduction,
what is General Banking, Definition of Saving Account, Current Account, DPS, FDR, Deposit,
Clearing, BEFTN, RTGS, Remittance, CRM etc.

In the fith chapter I discussed about the statistical analysis of DBBL, Deposit and profit
analysis, Customer service analysis, serviced demand analysis, customer satisfaction analysis,
Floor management impact analysis.

In the last chapter I explained about the findings, recommendations and conclusion of the
report.