Measuring consumer satisfaction regarding Eastern Bank credit card and credit cards feature

Abstract

The main aim of this report is to measuring consumer satisfaction regarding Eastern Bank Credit card and credit cards feature. EBL has established itself as one of the leading and fastest growing Bank in Bangladesh. It offers all available second-generation products and services to its target market; one of its premium products is the VISA credit. The card includes many competitive features and tries to augment its market position from different aspects in a highly competitive and mostly saturated market place. In this report at first I have provided a background of the Report. Next, I have given a short description of Eastern Bank Ltd. Then next part is project part. In that part I have discussed Credit card history and some lucrative features of EBL. I discussed about the types of credit cards, credit cards features, fees and charges and different offers of credit card. After that I gave the credit card application procedure. Then I figured out the SWOT analysis of EBL credit card. Then in the next chapter I analyzed the questionnaire data. I tried to mentioned cardholders response, what is the percentage to correct answers and correct answers, what is the maximum age limit of cardholders and overall the percentage of awareness among cardholders. Then I mentioned some findings of data analysis about how EBL can improve then service in credit cards. After preparing the whole report, I had some findings regarding the credit cards features and offers. As an inexperienced person I may have made many mistakes in those findings, but whatever I felt from my point of view, I only pointed out those. Based on those findings, I recommended some points which may help the bank to increase the number of new satisfied customer and to keep existing cardholders satisfied as well as increasing cardholder number.