Internship Report

On
“Customer satisfaction survey of Exim Bank limited through
SERVQUAL
A CASE STUDY ON CDA AVENUE BRANCH

Supervised By
Submitted By
ASMA JERIN
S.M ISTIAK HOSSAIN
Assistant Professor
ID: 111-53-60
Department of Business Administration
Major Marketing
Southern University Bangladesh
Department of Business Administration
Chapter 1

1.1 Introduction
Banks are considered as the backbone of an economy which enkindle and sustain business.
Finance is the life line of every business, trade, and industry and bank of different types provide
it. So banks are the store of money and credit for industry and commerce. Bank provides various
services. One of the most important services is to provide loan to its client. In some organization
it is known as investment. This is the major source for bank. As the entire bank provides this
service, so EXIM bank also is not different from others in this regard. It also provides investment
to its client. As EXIM bank is an Islamic Sharia based bank so here loan indicates as investment.
Here Investment activities are performed with sharia principle and that is why interest rate is not
fixed. Banking sector is becoming more sophisticated as a result of technological development
and globalization. Banking arena and process is becoming faster, and wider. So the service of
Investment department should also be improved. 
Chapter 1

1.2 Objectives of the report

The main objective of the study is to analyze the customer satisfaction survey of Exim Bank
limited through SERVQUAL Model. The specific objectives are
 To get idea on Exim Bank Limited
 To find out the level of customer satisfaction through SERVQUAL model
 To find out some problem and suggest some recommendations
 Chapter 1

1.3 Rationale of the Study:

 The aim of the study is to help the researcher to acquire the practical knowledge along with the theoretical
knowledge. In academic education, researcher has only gained theoretical knowledge. So the study will
enable the researcher to implement the theoretical knowledge in practical fields. In this case, researcher got
the opportunity to conduct the research on “Customer satisfaction survey of Exim bank Limited through
SERVQUAL Model” in the form of two and half month internship program. Not only that, it will also
enable the researcher to find the problems in the customer satisfaction of Exim Bank Limited and provide
recommendations of the problem.
 Chapter 1

1.4 Scope of the report:

 The report covers the overall picture of Exim Bank such as corporate culture of the bank, branches, mission,
vision, product, services and so on. It will also analyze the level of customer satisfaction of Exim Bank
limited. Researcher is doing internship on Exim Bank limited, CDA Branch. Therefore, financial data will
be collected from this branch along with Annual report 2019 of Exim Bank Limited. In addition, Researcher
will collect the data of last five years (2015-2019) from the Annual report of Exim Bank Limited.
Chapter 1

1.5 Methodology of the

Study:

In order to conduct such a study, it is necessary to follow some specific methods. This report
is based on a descriptive method which is stated below:
Sample size : In this study, fifty participants or observations has been included as a sample
Data Analysis Tools and Techniques:
 To analyze and present the numerical data and values associated with Customer
satisfaction of EXIM Bank Limited, following tools and techniques has been used
 Bar Chart,
 Line Chart
 Chapter 1

1.6 limitation of the study

Following are the limitations faced by me during this study:

It is very difficult to learn details about investment risk management and make an exhaustive report
in a limited duration of 2 months.
Most of the data collected from secondary sources.
Updated published information wasn’t available.
The officials were very busy with their jobs which lead to difficulty to consult with them.
Because of legal obligations confidential information wasn’t revealed by bank.
 Chapter 2: Overview of South East Bank LTD.

2.2 Firm’s characteristics

2.2.1 Vision of the Bank: 2.2.2 Mission of the Bank:

 
• The Bank has chalked out the following corporate objectives in
“Together Towards Tomorrow order to gain certain smooth success of its purpose:
• To be the most caring and customer friendly and service oriented
bank.
• To create a technology based most efficient banking environment
for its customer. 
• To ensure ethics and transparency at all levels.
• To ensure sustainable growth and establish full value to honorable
stakeholders.
 Chapter 2

 2.3 Firms management: Organizational 2.3.3 About CDA Avenue Branch

structure and Authority& Responsibility
Name of the Branch CDA Avenue Branch
Journey of starting 7th December, 2005
Branch Number 26

2.3.1 Branches of EXIM Bank in Bangladesh:  

Branch Address
Holding # 191, CDA Avenue, Commerce
View Complex, East Nasirabad,
Chittagong.

The Branch Network of EXIM Bank has been shown Branch Manager & SAVP Mr. Md. Sultanul Alam
Total Employees 21
by dividing Total Bangladesh in to divisional map as   a) General banking
well as the no of branches in every division has been Working section b) Investment
c) foreign Exchange
given. EXIM has total 118 Branches in Bangladesh. d) Account Section
E- mail cdaavenue@eximbankbd.com
Fax 031 653026
Phone 031 652074, 2551101
Mobile 01713396538
SWIFT Code EXBKBDDH
Chapter 2

2.3.4 Organizational Structure of

2.3.5 Organizational Structure of CDA Avenue Branch:
EXIM Bank Bangladesh Ltd:
Managing Director
Assistant Managing Director Head
HeadOffice
Office
Deputy managing Director
Senior Executive Vice President
Executive Vice President
Senior Vice President
General
General Foreign
Foreign Information
Information
Vice President Credit
Creditinin Credit
Creditinin
Banking
Bankinginin Exchange
Exchangeinin Technology
Technology
Senior Assistant Vice President charge
charge charge
charge
Charge
Charge Charge
Charge ininCharge
Charge
Assistant Vice President
First Assistant Vice President TraineeAssistant
Trainee AssistantOfficer
Officer
Senior Principle Officer
Principle Officer
Executive officer Deposit
Deposit&& Import
Import Export
Export
Account
Account Remittance
Remittance
Officer
Trainee Officer
Chapter 2

2.5 Product and Service Offering

 Wholesale banking
 Retail banking
 Privilege banking
 SME banking
 NRB banking
 Card services
 Treasury operations
 Chapter 2

2.7 Internship Working Experiences

1st week Introduction to the officials of the bank, various products.

2nd week Introduction to various types of deposits and investment etc.

3rd week Learning the system of account opening and necessary documents to open account.

4th week Introduction to the system of balance enquiry.

5th week Introduction to deposit scheme encashment.
6th week Learning how to issue pay order or encashment.
7th week Introduction to clearing.
8th week Clearing.
9th week Learning how to make online cheque transfer.
10th week Introduction to demand draft.
11th week Learning how to receive cash and pay cash.
12th week Reviewing everything learned in past days.
Chapter 3 : Findings and their analysis

Introduction
 Customer service is the provision of service to customers before, during and after a purchase. The
perception of success of such interactions is dependent on employees, who can adjust themselves to
the personality of the guests. Customer service also often referred to when describing the culture of
the organization. Satisfactions are a person’s feelings of pleasure or disappointment resulting from
comparing a product’s perceived performance in relation to his or her expectations. Whether the
buyer is satisfied after purchase depends on the offer’s performance in relation the buyer’s
expectations. If the performance falls short of the expectations, the customer is dissatisfied.
 Chapter 3: Findings and their analysis

3.1 The services offered by Southeast bank limited

• 3.1.1 Savings account (SB):

• 3.1.2: Current Account (CD):
• 3.1.3 Special Notice Deposit (SND) Account
• 3.1.4 FIXED DEPOSIT ACCOUNT (FDR)
• 3.1.5 Deposit schemes
• 3.1.6 Student Account
• 3.1.7 Corporate banking
• 3.1.8 SME banking
• 3.1.9 On-line Branch Banking:
• 3.1.10 Remittance and services
• 3.1.11 Islamic Banking:
• 3.1.12 Online banking service:
• 3.1.13 SEBL Tele banking services
• 3.1.14 SWIFT Services
 Chapter 3: Findings and their analysis 3.2.2 The company review the performance of account on
regular basis:
3.2 Evaluation of customer services of Southeast
Bank Ltd Question no 3.2.2 is survey by likert 5- point scale with 50
samples. The value data where analysis by frequency
distribution and presenting of the response are done which are
• Personal Interview stated as follows:
• Target group
• Survey questionnaire Responses Scale frequency weight percentage
Strongly 1 1 1 2%
dissatisfied
Dissatisfied 2 4 8 8%
neutral 3 5 15 10%
satisfied 4 10 40 20%
Strongly satisfied 5 30 150 60%
Total weight     214  
Chapter 3

Problems

 E- Banking
 Card service
 Slow cash delivery
 Long time verification
 Shortage ATM booth
 Long time delivery service
 Lack of proper online service
CHAPTER: 4

SUMMARY OF FINDINGS, RECOMMENDATIONS AND CONCLUSION

 4.1 Findings

 Above statistics shows that 20% of the total customers of Southeast Bank Limited are
fully strongly satisfied and 42% are satisfied with the attribute of the account. Only 8%
customers think that they are not satisfied with the quality of it. So, we can assume that
the attribute of account is satisfying their customer.
 Above statistics shows that 60% of the total customers of Southeast Bank Limited are
fully strongly satisfied and 20% are satisfied with the performance of the account. Less
than 15% customer think existing product review is not well comparing others.
 Above statistics shows that 28% of the total customers of Southeast Bank Limited are
satisfy with the price, 38% customers agree with the price and 30% are neutral. Only 4%
customer say that they didn’t satisfy about price.
4.1 Findings

 Above Statistics shows that 60% of the total customers of Southeast Bank Limited are
thinking this company able to inform its customer about new product well in time, 20%
customers agree they found information and 6% customer are neutral. Only 12%
customers say they didn’t know about new product.
 Above statistics shows that 28% of the total customers of Southeast Bank Limited are
satisfy with the product portfolio, 26% customers agree with the product portfolio and
20% are neutral. Only 4% customers say that their exception is hopeless.
 Above statistics shows that 14% of the total customers of Southeast Bank Limited are
satisfy with the promotion policies, 10% customers are agree with the promotion policies
and 6% are neutral and 40% customers say that their exception is hopeless.
4.2 Recommendations

 Southeast Bank should service their server and delivery high performance E- banking facilities.
 Southeast bank should create more booth all over the country, so that their customer easily excesses their cards.
On the other hand, bank have to provide debit card facilities both middle class and upper-class customers.
 Southeast Bank should solve this problem by proper time work joining and concern about customers cash need
problems.
 Southeast Bank should get rid of this problem by using fast verification policy.
 Southeast Bank should improve online delivery system and E-Banking information.
 Southeast Bank should provide delivery short time.
 Southeast bank should provide sufficient employee for customer service.
 Southeast bank should reduce the loan processing cost.
 Southeast Bank should maintain a continuous interaction with customer.
 Southeast Bank should be more transparent in charging different bank charges.
 
4.3 CONCLUSION

SEBL tries to satisfy their customer through providing different kind of service. From the
report we can see that it has successfully satisfying its customers and working on their lacking
too. To maintain the competition with the conventional and Islamic banks it should improve
their service quality to attract more customers. Moreover, they have always tried to keep them
up to date with the new technology to give fastest service to their customers. In order to
maintain sustainable growth, SEBL should be implementing new technology and innovation
to ensure better and prompt service. In this purpose, they have to identify their strength and
also need to recover their weak sides. Being a reputed and well-known commercial bank in
Bangladesh it was not easy for SEBL to maintain their reputation with proper honesty and
satisfy their customers. In now a day so many companies tried to satisfy their customers by
giving them short cut service where the company can easily earn profit through the customers
THANK YOU