Consumers perception about the services offered in Southeast Bank Limited

Abstract

This report is conducted on “Consumers perception about the services offered in “Southeast Bank Limited.” Southeast Bank Limited (SEBL) is one of the private sector commercial banks of the country in terms of asset quality, profitability, market diversification, and capital adequacy. By conducting this research, it has been tried to identify the consumer’s perception and attitude towards the services offered in Southeast Bank Limited and whether the customers are satisfied by having the services or not. This report has been divided into four parts. In the first part of the report a brief discussion on the organization is given, vision, missions, the history, their competitors and other things. The second part is all about the job that was assigned. The third part is the findings and analysis part. The analysis and recommendation part has been based on the respondent of Gulshan branch. The readers of this research paper will be able to understand about the services of Southeast Bank Limited, the views of customers towards the different services, the level of customer satisfaction, the products and services offered for customers, reasons behind customer dissatisfaction and lots of other issue related to the services offered. In this report, a survey has been done to find out the perception of consumers regarding the services offered in Southeast Bank Limited. The analysis has been done considering the three main factors demographic segment, perception section and the satisfaction section. In the demographic segment analysis has been on customer’s opinion based on their gender, age, education, length of involvement with the bank. In the perception section it has been focus on the consumers views of the services offered that are popular in Southeast Bank Limited and in the satisfaction section the analysis has been done on the reasons for customer dissatisfaction. Finally, after reading this report one would easily understand the consumer’s perception about the services of Southeast Bank Limited and also the reasons for customer’s dissatisfaction level. Some recommendation is given at the end of the report to improve and maintain the efficiency of customer service and help to increase more customer satisfaction of Southeast Bank Limited.