Internship Report

Advance Working Report on South East

Bank Ltd.



Southeast Bank Limited
Narayanganj Branch















Internship Report
On

Advance Working Report on South East
Bank Ltd.


Prepared for
Mr. ChowdhuryRajkinMohsin
Senior Lecturer
Faculty of School of Business
Independent University, Bangladesh



Prepared by
ArefinRowshan
ID: 0710156



Date of Submission: 06 September, 2012














Acknowledgement

I would like to thank The almighty, our creator, who made us able to finish the research at
perfect time. This study would not have been possible without the support and guidance of the
following individuals. I take this opportunity to sincerely thank each of them wholeheartedly,
without whom it would not been possible.

First, I would like to give my heartiest gratitude. Mr. Chowdhury Rajkin Moshin,Senior
Lecturer, School of Business for giving me such exposure to the practice business world .It is
a big opportunity to express himself.

Finally, I thank, Md. Abdul Mannan who acted as my Supervisor on behalf of the organization.
His constant guidance inspired me tremendously. I am indebted to the time he took off from his
busy work schedule to guide me through this whole process.











Letter of Transmittal


September 06, 2012
The Supervisor
Chowdhury Rajkin Moshin
Senior Lecturer
School of Business
Independent University, Bangladesh

Subject: Submission of Advanced Working Report for Internship.
Dear Sir,
With due respect, I Arefin Rowshan (ID 0710156), would like to inform you that, it is a great
pleasure for me to submit the Advanced Working Report on Customer Satisfaction in
context of South East Bank Limited, as a requirement for BBA program. While conducting
the report, I gathered lots of knowledge about many unknown facts, problems and prospects of
banking activities of South East Bank Limited.
Therefore, I firmly believe that, this report will be able to meet your approval. I would genuinely
appreciate to make further corrections where it seems necessary by you. Your kind advice will
encourage me to conduct more work in future.

Sincearely Yours,
Arefin Rowshan
ID: 0710156



Executive Summary

Satisfying customers are the only way to stay competitive in today's marketplace. The balancing
act between what customers want and what the company can provide must be optimized in order
to maximize companys long-term profits. The main branch of South East Bank Limited has
done numerous researches to understand the level of customer satisfaction. They are already in a
good position in the consumers mind but understanding the customers satisfaction level, which
help the company to exceed the present level of customer satisfaction. However, in Narayanganj
Branch no such research had been done to understand the level of customer satisfaction.

This study investigates the level of customer satisfaction in context of SEBL Narayanganj
branch. On assessing the level of customer satisfaction, I found they are not highly satisfied with
the bank. But this level of satisfaction can be upgraded if some steps are taken.

This study is based on primary data, as no such previous research has been done to understand
the level of customer satisfaction of SEBL in Narayanganj branch. The nature of this study was a
qualitative and explorative research, and information was gathered through Extensive one-to-one
interviews with respondents. Samples were selected on a Stratified sampling method.

Upon completion of the research analysis, the researchers understood the level of customer
satisfaction of the customers. The level of satisfaction is good but they do not highly satisfy.
They feel that money should be withdrawn from the ATM in 24 hours, transaction process
should be faster and process the task within promised time and give personal attention to each
customer. Customer want new innovations like phone banking , SMS banking to be started as
early as possible as well as the employees to be trained enough to operate the technology.











Table of content
Page
Chapter One 1-5
1.0 Company profile
1
1.1 Vision of SEBL 1-2
1.2 Mission of SEBL 2
1.3 SEBL Services
2
1.4 Organogram
3
1.5 Financial Position of SEBL
4-5
Chapter Two 6-7
2.0 Internship Experience
6
2.1 Internship Position, Duties & Responsibilities 6
2.2 Account Opening Department 6
2.3 Accounts Department
7
2.4 Foreign Exchange Departments
7
2.5 Others department
7
Chapter Three 8-9
3.0 Problem Statement
8
3.1 Purpose of the Study 9
Chapter Four 10-27
4.0 Research Methodology
10
4.1 Sample size 10
4.2 Data Collection Technique
10
4.2.1 Primary sources
10
4.4.2 Secondary Sources
10
4.5 Measurement Instrument 11
4.6 Data Presentation and Analysis 11-27
Chapter Five 28
5.0 Recommendation
28
Chapter Six 29-30
6.0 Conclusion
29
6.1 References
30
Appendix







Chapter One

1.0 Company Profile
Southeast Bank Limited is a scheduled commercial bank in the private sector established under
the ambit of Bank Company Act, 1991 and incorporated as a Public Limited Company under
Companies Act, 1994 on March 12, 1995. The Bank started commercial banking operations on
May 25, 1995. During this short span of time the Bank is successful in positioning itself as a
progressive and dynamic financial institution in the country.
Southeast Bank Limited has been licensed by the Government of Bangladesh as a Scheduled
commercial bank in the private sector in pursuance of the policy of liberalization of banking and
financial services and facilities in Bangladesh. In view of the above, the Bank within a period of
14 years of its operation achieved a remarkable success and met up capital adequacy requirement
of Bangladesh Bank.
Southeast Bank Limited has 64 branches throughout Bangladesh and its aim is to be the leading
bank in the country's principal markets. The bank by concentrating on the activities in its area of
specialization has achieved good market reputation with efficient customer service. The Bank is
committed to providing continuous training to its staff to keep them up to date with modern
practices in their respective fields of work. The Bank also tries to fulfill its share in community
responsibilities. By such measures the Bank intends to grow and increase shareholders' earning
per share. Southeast Bank Limited pledges to maximize customer satisfaction through services
and build a trusting relationship with customers, which has stood the test of time for the last
fourteen years.

1.1 Vision of SEBL:
It is especial!" important for managers and executives in any organization to agree upon the basic
vision that the firm strives of achieve in the long term. A clear vision provides the foundation for
developing a comprehensive mission statement. So the vision statement should be established


first and foremost. Southeast Bank has established their vision statement to achieve their long-
term Objectives, Their vision is to stand out as a pioneer banking institution in Bangladesh and
contribute significantly to the national economy.

1.2 Mission of SEBL
Southeast Bank is very much concern about their mission because divergent views among
managers can only be revealed and resolved through the mission statement.
The mission of the hank is stated below:
High quality financial services with the help of latest technology.
Fast & accurate customer service.
Balanced growth strategy.
High standard business ethics.
Steady return on shareholders' equity.
Innovative banking at a competitive price.
Deep commitment to the society and the growth of national economy.

1.3 SEBL Services:
General Banking Services
Foreign Exchange Business Services
Investment Services
Sanchaypatra schemes
Islami Banking by SEBL
Other Consumer Savings Schemes











1.4 Organogram:
The SEBL has 15 layer organogram where the MD stands in the top position and Junior officer
stands in the bottom position. The top to button organogram has been shown below:

























Managing Director
Deputy Managing Director
Senior Executive Vice President
Executive Vice President
Senior Vice President
Vice President
First Vice President
Senior Asst.Vice
President
Asst. Vice President
Senior Principal
Officer
Principal Officer
Executive
Officer
Senior
Officer
Officer
Junio
r
Offic
er



1.5 Financial Position of SEBL (In millions)
Particulars 2011 2010 2009 2008 2007
Authorized
capital
10000.00 10000.00 3500.00 3500.00 3500.00
Paid up capital 6930.84 3,422.64 2,852.20 2,281.76 2,112.74
Reserved Fund 10,165.06 6,504.52 4,804.81 4,186.60 2,828.18
Shareholders
Equity
17,095.90 9,927.16 7,657.01 6,468.36 4,940.92
Deposit 107,729.58 96,669.05 68,714.67 55,474.05 46,056.18
Advance 92,452.62 77,497.57 60,281.26 48,164.60 41,147.28
Investment 18,327.65 21,350.23 12,299.61 8,462.86 8,462.86
Import 103,726.70 69,582.92 58,019.77 38,470.34 35,125.12
Export 58,158.06 46,724.47 42,178.60 28,771.36 25,874.61
Foreign
Remittance
28,082.25 23,779.20 15,221.87 11,040.17 13,479.83
Guarantee
Business
22,781.19 11,916.74 15,078.99 9,008.32 8,656.80
Total Income 16,071.33 13,415.21 10,250.13 8,670.47 6,766.11
Total
Expenditure
9,316.39 8,800.55 7,237.55 5,754.27 4,703.45
Operating
Profit
6,754.94 4,614.66 3,012.58 2,916.20 2,062.66
Profit after Tax 2,763.13 1,870.19 887.24 1,222.97 909.88
Total Assets 131,943.48 112,676.98 81,181.53 64,370.69 53,706.12
Fixed Assets 4,463.08 4,323.59 2,685.56 1,708.11 1,300.39
Earnings per
Share
45.20 32.44 31.11 42.88 59.71
Dividend
(cash/bonus
10%/20%
(5:1)
-/35% (20:7) 15%/20%
(5:1)
15%/25%

(4:1)
20%/8%(12.5:1)


share)
Return on Equity
(ROE)
19.41% 16.51% 12.06% 19.90% 17.98%
Return on Asset
(ROA)
2.26% 1.66% 1.09% 1.90% 1.66%
Non Performing
Loan
4.26% 3.73% 4.12% 3.77% 3.97%
Capital
Adequacy Ratio
11.25% 11.72% 11.12% 13.00% 11.50%
Number of
Correspondent
Banks
152 146 145 140 138
Number of Foreign
Correspondents
645 589 587 598 536
No. of the
Employee
1613 1402 1231 1116 998
No of branch 76 56 46 38 31
No of share
holder
66,898 22,152 12,536 9,636 8,855















Chapter Two


2.0 Internship Experience
I did my three month internship program in Southeast Bank Ltd, Narayanganj branch. During my
internship program, I gained lots of experience about corporate environment. My internship
experience are given below-
2.1 Internship Position, Duties & Responsibilities
The report has been prepared on the basis of experience gathered during the period of internship.
Within this time of period, I worked with three departments namely General Banking, Foreign
Exchange department and Accounts department. Also I worked partially Remittance and Loan
and Advanced department.
Bank is not follow any guideline or fixed any responsibilities for internship student. Mainly I
have done many pending works of the account opening section and Accounts opening form fill
up. Besides that I have done different types of tasks in different desks whenever they assigned
me to do.
2.2 Account Opening Department
I worked with Southeast Bank Limited, Narayanganj Branch where I worked firstly with the
account opening department. Here I have learned the procedure of opening an account and the
documents that are needed for opening an accounts & types of accounts dealt by Southeast Bank
Limited. The following activities which had done by me,
To file different account forms in different files.
To sequencing that forms in different files.
To fill up Know Your Customer (KYC) form.
To find out the irregularity of different accounts.
To rectify those irregularities by making phone calls to those customers.
To distribute cheque book by making phone calls.



2.3 Accounts Department
Accounts department is sensitive part of a bank. I have worked in the accounts Department for
few days. This department is one of the important and busy departments. Actually, in this
department, all the department task, all department transaction vouchers are maintained. All
accounts are finalized and maintained and send its one copy in corporate branch. Moreover, all
kinds of daily expenses are maintained and office materials and equipment like- Pen to office
clearing material everything purchase documents and its accounting procedure all are maintained
in this department.
Voucher sorting, counting and filing.
Debit and credit voucher separation.
Registered the entire vouchers in register book.
2.4 Foreign Exchange Departments
As in this internship period, employees introduced me all necessary documents required for
export- import. In this department, I observed more rather work. I saw how a L/C is open,
procedure of L/C opening, documentary needed. I have done following task in this department-
Up to date Trade License.
Checking of L/C documents.
Maintaining of Registered L/C.
Printing, typing and photocopying of documents.
2.5 Others department
I also worked partially or few days in remittance department, Clearing department, and Loan and
Advance department. In these above mentioned department I did following task-
In remittance department, helping clients to fill up remittance forms.
In clearing department, helping the clearing office and learning clearing process.
In loan and advance department, arranging and listing loan document.
Different types of work etc.








Chapter Three

3.0 Problem Statement:
South East Bank Limited is operating for a long period in Bangladesh. It is not one of the largest
banking networks in Bangladesh. At the same time it is third largest bank in Bangladesh In terms
of profit. Narayangonj Branch of SEBL is operating from the very beginning of the bank and
contributing to the bank with a high level of satisfactory profit as Narayangonj is one of the big
business areas in Bangladesh.

But it is a matter of concern that although Narayangonj branch is one of the major branches of
SEBL, no customer satisfaction survey has yet been done. A customer satisfaction survey is very
much needed to measure the level of customer satisfaction as well as customer confidence. And
both of them are needed as bank is a service oriented industry.

So I decided to measure customer satisfaction of SEBL as I found customer dissatisfaction
except some cases in Narayangonj Branch. During my internship period I experienced some
scenarios of customer dissatisfaction in that branch. I my whole report I will try to show this
result in details according to my best knowledge.

















3.1 Purpose of the Study
The main purpose of the study is to find out the customer satisfaction level of the customers of
South East Bank Limited, Narayangonj Branch. But there are some other subsidiary purposes,
which are:

To measure the customer confidence of SEBL
To measure the level of trust of the clients
To measure the dependence of the customers on SEBL
To measure the capacity of SEBL to satisfy customer needs
To measure the level of satisfaction of the clients
To measure the capacity of SEBL to offer the needed services to the clients















Chapter Four

4.0 Research Methodology
Step-1: Prepare questioners according to the need
Step-2: Survey among the customers of SEBL of Narayangonj Branch by using these questioners
Step-3: Arrange the data of the customer responds
Step-4: Analyze the data
Step-5: Present data by charts, grapes, etc.

4.1 Sample size
Sample size is a number of elements to be included in a study. In my questioner I have prepared
17 questions to judge the level of customer satisfaction. First I selected a huge number of
questions but later pecked the major questions among them. I think these 17 questions enough to
measure the level of customer satisfaction and my sample size is 25.
4.2 Data Collection Technique
Source of Data of this Study can be divided into two categories:
4.2.1 Primary sources
Face-to-Face conversation with the respective customers by using Questioners
Taking their responses, advices, and opinions

4.2.2 Secondary Sources
Annual Report of Southeast Bank Ltd.
Websites, Relevant Books, Research Papers, and J ournals.









4.3 Measurement Instrument
To conduct this study we will use a structured questionnaire. So I was used questionnaire. The
response choices were is arranged according to interval scale. The number of response choices
was five. Which were,
Strongly disagree (1)
Disagree (2)
Moderate (3)
Agree (4)
Strongly agree (5)

4.4 Data Presentation and Analysis

Question No-1: I believe that South East Bank Limited is honest to me
Number of the respondent person
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25
Grading 1-5
4 5 3 4 4 4 5 4 5 4 4 4 4 4 4 4 5 5 5 5 4 4 4 4 4
Average: 4.23



GRAPH 1: Honesty of SEBL
28%
68%
4%
Honesty of SEBL
Strongly Agree
Agree
Moderate


Here most of the customers agree with the question but the level of customers strongly agreeing
with the question is 4%. So the bank with some accepts provides good services. But the level of
csatisfaction could be taken closure to five if the bank provided better service that could increase
the level of customer loyalty.


Question No-2: I think South East Bank Limited is trust worthy.

Number of the respondent person
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25
Grading 1-5
3 4 5 4 4 4 5 4 4 4 4 5 4 4 4 4 5 4 5 5 4 4 4 4 4
Average: 4.2



GRAPH 2: Trust worthiness of SEBL

From the graph we see 88% customers agree with this question. But the costumers did not
respondent strongly because there may be some hidden cost for which they cannot trust on SEBL
properly.




8%
88%
4%
Trust worthness of SEBL
Stromgly Agree
Agree
Modarate




Question No-3: South East Bank Limited is very thoughtful about my well doing.
Number of the respondent person
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25
Grading 1-5
4 4 4 5 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 5 4 4 4 4 4
Average: 4.04




GRAPH 3: Thoughtful about Customer doing

The graph shows a small number of customers strongly agree with this question because the
transaction process is very slow and forms for account opening are not so much informative.






88%
8%
4%
Thoughtful about Customer doing
Agree
Strongly Agree
Modarate






Question No-4: On critical situation can rely on South East Bank Limited.
Number of the respondent person
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25
Grading 1-5
4 5 5 4 5 4 5 5 5 4 4 4 4 3 4 5 5 5 5 5 4 4 4 4 4
Average: 4.4




GRAPH 4: On critical situation can rely on SEBL

Here huge numbers of respondents strongly agree with this question because they get instant
solution for critical moments.





44%
52%
4%
On critical situation can rely on SEBL
Stromgly Agree
Agree
Modarate





Question No-5: I believe that South East Bank Limited will point out the best alternative
for me any time.
Number of the respondent person
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25
Grading 1-5
4 5 5 4 4 4 5 4 5 4 4 4 4 4 4 4 5 5 5 5 5 4 4 5 5
Average: 4.44




GRAPH 5:SEBL will point out the best alternative for customer

Though they get instant solution for the critical moment they expect the bank will continue this
type helping in future. So huge number of respondents strongly agreed with this question.




44%
56%
SEBL will point out the best
alternative for customer
Stromgly Agree
Agree




Question No-6: South East Bank Limited is capable to satisfy my needs.
Number of the respondent person
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25
Grading 1-5
4 3 3 4 4 3 5 4 3 4 4 4 4 4 4 4 4 4 4 3 3 4 3 3 4
Average: 3.72




GRAPH 6: SEBL is capable to satisfy customer needs

As they cannot get sms banking and phone banking facilities, they did not strongly agree with
this question.






4%
64%
32%
SEBL is capable to satisfy customer
needs
Stromgly Agree
Agree
Modarate




Question No-7: South East Bank Limited knows its business.
Number of the respondent person
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25
Grading 1-5
5 5 4 4 4 4 5 4 5 4 4 4 4 3 4 4 5 4 5 5 4 4 4 3 4
Average: 4.20




GRAPH 7: SEBL knows its business

Here the graph shows 28% of respondents are strongly agreeing with this question. So we can
conclude that although lower level employees not so much cooperative upper level employees
are cooperative for this reason huge number of respondent strongly agreed with this question.





28%
64%
8%
SEBL knows its business
Stromgly Agree
Agree
Modarate




Question No-8: South East Bank Limited can solve my problem.
Number of the respondent person
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25
Grading 1-5
4 5 3 5 5 5 5 3 5 4 3 4 4 5 4 4 5 5 5 5 3 3 4 5 5
Average: 4.32




GRAPH 8: SEBL can solve customer problem

Though they get instant solution for the critical moment, so customers get the problems they
face. So huge number of respondent strongly agreed with this question.







54%
29%
17%
SEBL can solve customer problem
Stromgly Agree
Agree
Modarate



Question No-9: In critical situation I feel well advice by South East Bank Limited.
Number of the respondent person
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25
Grading 1-5
4 5 4 4 4 3 5 4 5 4 4 4 4 3 4 3 5 5 5 5 4 4 4 3 4
Average: 4.12




GRAPH 9: In critical situation customers feels well advice by SEBL

As the upper level employees are well educative and well informative they provide necessary
advices according to customer need.








28%
56%
16%
In critical situation customers feel
well advice by SEBL
Stromgly Agree
Agree
Modarate




Question No-10: I believe that South East Bank Limited employs well educated.
Number of the respondent person
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25
Grading 1-5
4 4 3 4 3 4 5 3 4 4 4 3 4 4 4 3 4 4 4 5 3 4 4 4 2
Average: 3.76




GRAPH 10: SEBL employs well educated

The upper level employee are well educated and lower lever employees are not well
educated.That why most of the customers did not strongly agree with this question.






8%
64%
24%
4%
SEBL employs well educated
Stromgly Agree
Agree
Modarate
Disagree




Question No-11: Overall I am satisfied with South East Bank Limited.
Number of the respondent person
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25
Grading 1-5
4 4 3 4 4 4 3 4 5 4 4 4 4 4 4 4 5 3 4 3 4 4 4 5 5
Average: 4.00




GRAPH11: Customers are satisfied with SEBL
Most of the customers are not strongly agree with this question because they do not get modern
banking facilities and cooperation from the employees.








16%
68%
16%
Customers are satisfied with SEBL
Stromgly Agree
Agree
Modarate




Question No-12: I did not have good experiences with South East Bank Limited.
Number of the respondent person
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25
Grading 1-5
2 2 3 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 1 1 2 2 2 2 4
Average: 2.04




GRAPH 12: Customers did not have good experiences with SEBL

The graph shows better performance limited for which reasons most of the customer disagreed
with this question.






8%
84%
4%
4%
Customers did not have good
experiences with SEBL
Strongly disagree
Disagree
Modarate
Agree




Question No-13: My decision for South East Bank Limited is right.
Number of the respondent person
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25
Grading 1-5
4 5 3 4 4 4 5 4 5 4 4 4 4 4 4 4 5 4 5 5 4 4 4 4 3
Average: 4.16




GRAPH 13: Customers decision for SEBL is right

SEBL provides expected facilities most of the respondents correctly chose SEBL. Again south
east bank always care the customers expectation.







24%
68%
8%
Customers decision for SEBLis right
Stromgly Agree
Agree
Modarate




Question No-14: South East Bank Limited offers exactly what I need Customer loyalty.
Number of the respondent person
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25
Grading 1-5
4 5 3 4 4 4 5 4 5 4 4 4 4 4 4 4 5 4 5 5 4 4 4 4 2
Average: 4.12




GRAPH 14: SEBL offers exactly what customers need Customer loyalty

South East Bank Limited has introduced latest services according to its capacity. So SEBL
provides expected facilities most of the respondents correctly chose SEBL. Again south east
bank always care the customers expectation.







24%
68%
4%
4%
SEBL offers exactly what customers
need Customer loyalty
Stromgly Agree
Agree
Modarate
Disagree




Question No-15: I can highly recommend South East Bank Limited.
Number of the respondent person
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25
Grading 1-5
4 4 3 4 4 4 5 4 5 4 4 3 4 4 4 3 5 5 5 5 4 3 4 4 3
Average: 4.04




GRAPH 15: Customers can highly recommend SEBL

The graph shows 56% customers agree with this question rather than strongly agree. So we can
say most of customers would recommend SEBL to others if the service quality was improved.







24%
56%
20%
Customers can highly recommend
SEBL
Stromgly Agree
Agree
Modarate




Question No-16: I think South East Bank Limited fits to me.
Number of the respondent person
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25
Grading 1-5
4 5 4 4 5 4 5 4 5 4 4 4 4 4 4 4 5 4 5 5 4 4 4 4 2
Average: 4.20




GRAPH 16: SEBL fits to customers

The graph shows 68% respondent agree with this question and 28 % respondent strongly agree
with this question and 4 % respondent disagree with this question. Customer suggested this bank
have to reopen their modern banking facilities like SMS Banking and Phone Banking and people
advised transaction process have to faster.




28%
68%
4%
SEBL fits to customers
Strongly Agree
Agree
Disagree





Question No-17: If I could decide again, would choose South East Bank Limited again.
Number of the respondent person
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25
Grading 1-5
4 5 3 4 4 4 5 4 5 4 4 4 4 4 4 4 5 3 5 5 4 4 4 4 2
Average: 4.08




GRAPH 17: Customers would choose SEBL again

24% customers will select SEBL again and 64% will choose if service quality is increased
.Although 4% disagrees with this question, we consider it as insignificant result.





24%
64%
8%
4%
Customers would choose SEBL again
Strongly Agree
Agree
Modarate
Disagree



Chapter Five
5.0 Recommendation
Based on my experience I recommended following issues in SEBL
Emphasize on processing the task within promised time and give personal attention to
each customer
Employees have to cooperative in knowledge sharing.
Recruitment policies of the lower level have to fairly maintain.
Employees have to be expert in using modern technology.
Banking transactions have to be faster.
Employees transfer policies have to fair.
Banks culture has to develop to face new challenges.
Bank mangers need to remain up to date with future trends; in other words, and banks
should be more able to help customers participate, learn and act.


















Chapter Six

6.0 Conclusion
No bank in Bangladesh can provide 100% customer satisfaction as there is always some
customer dissatisfaction. But still there is the possibility to provide the highest level of customer
satisfaction. SEBL Narayanganj branch shows customer satisfaction level good position but still
this should be taken into consideration as one dissatisfied customer tells 10 other customer. So
SEBL should take some corrective steps to correct these shortcomings and at the same time
assure that special measures have been ensured to continue the best performance in future. It can
be said without any confusion that if SEBL, Narayanganj branch ensures this, it will be able to
contribute to the bank in great extent and will be a brand name of banking in whole Narayanganj
city.




















6.1 References

Donald R. Cooper and Pamela S. Schindler. McGraw-Hill 9th Edition 2006. Business
Research Methods.

www.southeastbank.com.bd/

ABDEL-HAMEED M. BASHIR Islamic Economic Studies Vol. 6, No. 2, May 1999

(Garbarino and Johnson, 1999; Delgado-Ballester et al., 2003)

(Berry and Parasuraman, 1991; Morgan and Hunt, 1994).

(Moorman et al., 1992, Gouldner, 1960)

(Gregoire and Fisher, 2008)

(Rotter, 1980; Kennedy et al., 2000)

(Fukuyama, 1995; Yang, 2006).

Mayer et al., 1995; Gill et al., 2005)

(Sitkin and Pablo, 1992; Greed and Miles, 1996)

(Garbarino and Johnson, 1999; Sirdeshmukh et al., 2002; Delgado-Ballester et al., 2003;
Garbarino and Lee, 2003; Kumra and Mittal, 2004).
















Appendix






















South East Bank Limited
Questionnaires
Name of the Customer :..
Particulars
Strongly
Disagree
Disagree Moderate Agree
Strongly
Agree
Q-1. I believe that SEBL is honest to me. 1 2 3 4 5
Q-2. I think South East Bank Limited is trust worthy. 1 2 3 4 5
Q-3. South East Bank Limited is very thoughtful about my well
doing.
1 2 3 4 5
Q-4. On critical situation can rely on South East Bank Limited. 1 2 3 4 5
Q-5. I believe that South East Bank Limited will point out the
best alternative for me any time.
1 2 3 4 5
Q-6. South East Bank Limited is capable to satisfy my needs. 1 2 3 4 5
Q-7. South East Bank Limited knows its business. 1 2 3 4 5
Q-8. South East Bank Limited can solve my problem. 1 2 3 4 5
Q-9. In critical situation I feel well advice by South East Bank
Limited.
1 2 3 4 5
Q-10. I believe that South East Bank Limited employs well
educated.
1 2 3 4 5
Q-11. Overall I am satisfied with South East Bank Limited. 1 2 3 4 5
Q-12. I did not have good experiences with South East Bank
Limited.
1 2 3 4 5
Q-13. My decision for South East Bank Limited is right. 1 2 3 4 5
Q-14. South East Bank Limited offers exactly what I need
Customer loyalty.
1 2 3 4 5
Q-15. I can highly recommend South East Bank Limited. 1 2 3 4 5
Q-16. I think South East Bank Limited fits to me. 1 2 3 4 5
Q-17. If I could decide again, would choose South East Bank
Limited again.
1 2 3 4 5


Customer's Signature