Internship Report

On
Customer Service of Southeast Bank Ltd: Pahartali Branch,
Chittagong

SUBMITTED TO
Mr. Md. Jahedul Hasan
Lecturer
Faculty of Business Administration
BGC Trust University Bangladesh

SUBMITTED BY
Jui Sen
Roll. No. : 1423559
Reg. No.: 140323559
Major: Finance
Batch: 23rd
Department of BBA
Faculty of Business Administration
BGC Trust University Bangladesh

Submission Date: 10th January-2018

BGC TRUST UNIVERSITY

 BANGLADESH
Letter of Submission
10th January-2018

Mr. Md. Jahedul Hasan

Lecturer
Faculty of Business Administration
BGC Trust University Bangladesh

Subject: Submission of Internship Report

Dear Sir,

With due respect, I would like to thank you for supervising me to prepare the
Internship Report. This task has given me the opportunity to explore the activities of
banking sector. The report contains a working procedure of financial performance
which is based on its operational activities. I endeavor my best to come out with a
good one.

Therefore, I pray and hope that you would be kind enough to accept my Internship
Report and oblige thereby.

Sincerely Yours,

Jui Sen
Roll. No. : 1423559
Reg. No.: 140323559
Major: Finance
Batch: 23rd
Department of BBA
Faculty of Business Administration
BGC Trust University Bangladesh
 Acknowledgement
Completion of anything requires supports from various sources. I am very much
fortunate to get the sincere guidance and supervision from a number of persons.

I am deeply indebted to my supervisor Mr. Md. Jahedul Hasan, Lecturer of BGC

Trust University Bangladesh, for his whole-hearted supervision to me. Without his
supportive hand and recommendations, it would be difficult for me to complete this
report.

Thanks for all from the core of my heart.

Jui Sen
Roll. No. : 1423559
Reg. No.: 140323559
Major: Finance
Batch: 23rd
Department of BBA
Faculty of Business Administration
BGC Trust University Bangladesh
 Executive Summary

This study is an attempt to examine the customer service practices of consumer banking in
Southeast Bank Ltd. It has been prepared by using information & data from both secondary and
primary sources. The contents of different chapters are placed in the following paragraphs.

In the first chapter, Introduction, Statement of the Problem, Objective of the Report, Research
Methodology Used, Scope and Importance of the Study, Problems faced during the Study have
been presented.

The second chapter is concerned with discussion of literature review. Here theoretical and
Empirical literature have been highlighted.

The company profile of Southeast Bank limited has been placed in the third chapter. Here
profile, Vision, Mission, Board of Directors, SEBL Management Committee, SWOT Analysis of
SEBL have been elucidated.

The fourth Chapter is concerned with examine the Organizational Structure of the Branch,

Job Descriptions of officials.

The fifth Chapter discussed the Types of General Banking Related Customer Service of SEBL,
Issue of Cheque Book, Account opening section, Cash Section, Deposit Section, Remittance
Section, Bills and Clearing Section, Accounts Section, Dispatch Section.

The sixth Chapter is concerned with Result and Discussion.

The seventh Chapter discussed the Problems of General Banking Related Customer Service.
Problems Involved in Consumer Banking Practices.

The Eighth Chapter Highlighted the Policy Measures Suggested to improve General Banking
Related Customer Service.

The nine Chapter discussed the Summary of the findings.

The Tenth Chapter discussed the Conclusion.

The Chapter Eleven is concerned with References.

The Chapter Twelve presented the Annexure.

i
 Table of Contents
DESCRIPTIONS Page No
Chapter -1
Introduction
1.1 Introduction 02
1.2 Statement of the Problem 02
1.3 Objectives of the Thesis 03
1.4 Research Methodology Used 03
1.5 Scope and Importance of the Study 04
1.6 Problems faced during the Study 05
Chapter -2
Literature Review
2.1 Review of Theoretical Literature 07
2.2 Review of Empirical Literature 14
Chapter-3
Southeast Bank Limited- A Company Profile
3.1 Profile of Southeast Bank Ltd. 21
3.2 Vision 22
3.3 Mission 22
3.4 Board of Directors 22
3.5 SEBL Management Committee 24
3.6 SWOT Analysis Of SEBL 25
Chapter-4
Organizational Set-Up for Customer Service in Southeast Bank Ltd.
4.1 Organizational Structure of The Branch 28
4.2 Job Descriptions 29
Chapter-5
Types of General Banking Related Customer Service of SEBL
5.0 Introduction 36
5.2 Account opening section: 36
5.3 Issue Of Cheque Book 45
5.4 Cash Section 46
5.5 Deposit Section 47
5.6 Remittance Section 48
5.6 Bills and Clearing Section 48
5.7 Accounts Section 49
5.8 Dispatch Section 49

ii