Mystery shopping – an effective tool for quality assurance
This internship report is submitted in partial fulfillment of the requirements for the degree of Bachelor of Business Administration, 2021.
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| 格式: | Internship report |
| 语言: | English |
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Brac University
2022
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| 在线阅读: | http://hdl.handle.net/10361/17155 |
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10361-171552022-09-04T21:01:40Z Mystery shopping – an effective tool for quality assurance Hasin, Ahmed Kamal Ahmed, Riyashad Brac Business School, Brac University Mystery shopping Financial institution Schemes Customer service Survey Financial institutions Customer relations. This internship report is submitted in partial fulfillment of the requirements for the degree of Bachelor of Business Administration, 2021. Cataloged from PDF version of internship report. Includes bibliographical references (page 39). NBFIs or non-bank financial institutions are an integral part of a country’s financial sector. They are not fully licensed as regular bank however, they still facilitate many other financings such as investment, brokering, consulting, transmission of cash etc. Therefore, they have equal significance in the financial industry. As such, all NBFIs are also bound to go by the mandates of the central bank just like any other schedule bank. In order to maintain optimal functionality and retain customer loyalty and most importantly their trust, all the successful NBFIs implement different measures to improve their quality of service. Along with that they regularly monitor if their implementations are being maintained or not. One such monitoring activity is a customer service/satisfaction survey that is often conducted in the form of ‘Mystery Shopping/Auditing’. This report gives a brief demonstration of how Lankabangla Finance Ltd. utilizes Mystery Shopping as a method to scrutinize their customer service level across all its branches and from its feedback continues to improve themselves. This report shows that in terms of quality control and dealing with customers LBF always puts extra effort into establishing their reputation in the industry on a high ground which in turn helps them become one of the top NBFIs in Bangladesh. Ahmed Kamal Hasin B. Business Administration 2022-09-04T08:57:41Z 2022-09-04T08:57:41Z 2021 2021-06 Internship report ID 16304078 http://hdl.handle.net/10361/17155 en BRAC University Internship reports are protected by copyright. They may be viewed from this source for any purpose, but reproduction or distribution in any format is prohibited without written permission. 40 pages application/pdf Brac University |
| institution |
Brac University |
| collection |
Institutional Repository |
| language |
English |
| topic |
Mystery shopping Financial institution Schemes Customer service Survey Financial institutions Customer relations. |
| spellingShingle |
Mystery shopping Financial institution Schemes Customer service Survey Financial institutions Customer relations. Hasin, Ahmed Kamal Mystery shopping – an effective tool for quality assurance |
| description |
This internship report is submitted in partial fulfillment of the requirements for the degree of Bachelor of Business Administration, 2021. |
| author2 |
Ahmed, Riyashad |
| author_facet |
Ahmed, Riyashad Hasin, Ahmed Kamal |
| format |
Internship report |
| author |
Hasin, Ahmed Kamal |
| author_sort |
Hasin, Ahmed Kamal |
| title |
Mystery shopping – an effective tool for quality assurance |
| title_short |
Mystery shopping – an effective tool for quality assurance |
| title_full |
Mystery shopping – an effective tool for quality assurance |
| title_fullStr |
Mystery shopping – an effective tool for quality assurance |
| title_full_unstemmed |
Mystery shopping – an effective tool for quality assurance |
| title_sort |
mystery shopping – an effective tool for quality assurance |
| publisher |
Brac University |
| publishDate |
2022 |
| url |
http://hdl.handle.net/10361/17155 |
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AT hasinahmedkamal mysteryshoppinganeffectivetoolforqualityassurance |
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