Creating value through service excellence of Eastern Bank Ltd

Abstract

The study on Creating Value through Service Excellence of Eastern Bank Ltd aims to discovering the influencing factor of customer decision making in terms of selecting a Bank for their Banking services. The study is framed on the previous researches done on service excellence. Various studies on Service excellence helped in understanding the possible factor that can influence a customer decision making. The EBL team have been conduction various surveys on customer behaviour. This research is adapted from the research done by EBL bank and hopefully this research can contribute to enhance the overall customer experience at EBL Bank. Executive Summary The research conducted covered few of the aspects that may have a direct influence on the customers in opting for any banking services. The results of this research showed had a positive impact. Customer experience at EBL has been satisfactory and thus it leads to customer retention and acquisition of new customer. Service excellence plays a vital role in the overall bank performance as it plays as an influential role in the overall organisational goal and expansion. EBL employees have ensured Service excellence as per the customer’s opinion in this report and this fact is backed by the total turnover over the last 5 years which shows a steady growth in today’s highly competitive market.