A study on the customer satisfaction level of EXIM Bank Limited

Abstract

Banking sector is now one of the booming sectors of Bangladesh. Currently this sector is becoming extremely competitive with the arrival of multinational banks as well as emerging and technological infrastructure, effective credit management, higher performance level and utmost customer satisfaction. This competition is elevated after the entrance of the private commercial banks in Bangladesh. For this reason, this sector is flourishing very rapidly. Among these banks, EXIM Bank is one the most reputed and fast growing private bank in Bangladesh. Though the journey of this bank is not so long as other privatized banks but within this short time they are able to achieve their expected goal through their dedicated service, professionalism and effective strategies. This bank started its operation in Bangladesh on 3rd August, 1999 as a scheduled commercial bank but in 2004 it migrated into Shariah based Islamic Bank by identifying the stiff growth of the Islamic banking system in this Muslim country Bangladesh. This report illustrates a comprehensive scenario of customer satisfaction level of EXIM Bank. For preparing this report, I have scrutinized both primary and secondary data to make it successful. Mainly, this paper is emphasized on the core banking operations of EXIM Bank including the General Banking system, Foreign Exchange and Investments & Advances. As a part of my Internship I have worked with all of the departments of the EXIM Bank of Dhanmondi branch. I divided this paper into two major parts. At the initial stage I tried to portray the bank’s overall picture. In the next stage I tried to explain the general banking activities, products & services at the bank and the customer satisfaction level of EXIM Bank. I also attached here the necessary instructions and suggestions given by the Executives of this bank to clarify the actions and activities of the related subject matter. Mainly I have made this report based on my working experience at Dhanmondi branch. From the observation of this Internship, I found out some critical issues and problems about EXIM Bank and tried to give some possible recommendations regarding the topic and I expect that it will be helpful for the bank as well.