Customer service analysis of the Southeast Bank Limited, Banani Branch

Abstract

A bank is a financial institution that brings together depositors and borrowers for giving/receiving surplus and deficit funds respectively. The objective of a bank is to make a profit while acting as a middle man between the above mentioned parties. Most of the bank now concentrates of marketing feasibility to earn and generate opportunity to hold existing to keep loyal customers, in the business proverbs it is told that loyal customers increase the forthcoming gainful revenue. In this report I am trying to focus about services offered by SEBL, customers’ perception about the level of customer service provided and its implementation possibility for Southeast Bank Limited Banani branch to overcome the all kinds of customer objections for the service failure and weakness. First part of this report is based on the introduction which includes topics like origin, objective, background, methodology, limitation of the study. Basically it defines the way and background of the study to prepare the report. In the next part of the report highlights a brief background of Southeast Bank Limited, with their mission, vision, objective and also providing a brief summary of all retail product and service offered by the Southeast Bank Limited. Next part is basically about the tasks done by me during the internship. A questionnaire was used to collect data from the local clients, regarding service and solutions that are offered by the institution to its customers. Data from surveys and interviews of the Bank’s customers have been used to investigate clients’ views regarding the quality and standard of the services; to identify the gaps between the services that clients want and to suggest ways of improving the services. These data were analyzed using different statistical software’s like SPSS and MS-Excel. This report is also consists of all the findings of the report provided with some recommendation in order to improve customer service quality as well as customer satisfaction level based on the observation and work experience during internship period.