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Table of Contents

Serial No Topics Page No


Letter of Transmittal i
Students Declaration ii
Supervisor Declaration iii
Acknowledgement iv
Executive Summery v
Chapter 1 Introduction 1-3
1.1 Introduction of the study 1
1.2 Background of the study 1
1.3 Scope of the study 1
1.4 Objectives of the study 2
1.5 Methodology of the study 2-3
1.6 Limitation of the Study 3
Chapter 2 Overview of the city bank limited 4
2.1 Historical Background 4
2.2 Organizational overview 4
2.3 Company profile 4-5
2.4 Vision of the bank 5
2.5 Mission of the bank 5
2.6 Organizational structure 5-6
2.7 Departments of the city bank Ltd 6-13
2.8 Employee of the city bank limited 13-14
2.9 Management team 15
2.10 Products and services of the city bank limited 16
Chapter 3 General Banking 17-31
3.1 Function of General Banking 17-31
Chapter 4 Customer Satisfaction of city bank Ltd. 32-54
4.1 Customer Satisfaction level on city bank Ltd. 32-33

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4.2 Method to find Customer Satisfaction level 33
4.3 Analysis of survey data 33-48
4.4 Analyzing Customer Satisfaction 48-54
Chapter 5 SWOT analysis of the city bank limited 55-57
5.1 SWOT Analysis 55-57
Chapter 6 Recommendation and conclusion 58-59
6.1 Recommendation 58
6.2 Conclusion 59
Bibliography 60
Appendix 61-64

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