A Study On“Customer Satisfaction

On South East Bank”

Submitted ByShariful Islam ShahedID: 122200022Sec: 01Faculty of Business AdministrationEastern University

Submitted ToMD.Moniruzzaman Khan

Assistant ProfessorFaculty of Business Administration

Eastern University

ContentsIntroductionObjective of the study:

Broad ObjectiveSpecific Objectives

Methodology:Primary SourceSecondary Source

Research FrameworkAnalysisFindingsRecommendationConclusion

Introduction

The Bank’s journey began when it was incorporated as a Public Limited Company on May 25, 1995.

In present the Bank has 100 Branches which they are leading very successfully all over Bangladesh.

Southeast Bank takes pride for bringing women into the banking profession in a significant number for gender equality. At present, 32% of SEBL's employees are women that will rise to 45% over the next five years.

Southeast Bank is run by a team of efficient professionals. They create and generate an environment of trust and discipline.

Objective Of The StudyBroad Objective

• To observe the customers and their satisfaction towards the products and services of

SEB.• To observe the customers reaction towards the

new product development of SEB.Specific Objectives

•To study the services of Branches and various Booths of SEB.

• To describe the call center, ATM facilities, I-Banking and other facilities provided by SEB.

• To provide the recommendation for improvement of SEB.

MethodologyPrimary Sources:Direct conversation with the respective officers of the branch.Face to face conversation with the clients.Customer’s opinion collected through Questionnaire.Observation of the banking activities.Secondary Sources:Various records of the bankDifferent types of brochuresWebsite of South East BankDifferent news letters of SEB

Research FrameworkResearch Data Descriptive Research

Population Clients of Moghbazar Branch

Survey Method Questionnaire Survey

Sample Size 40

Sampling Technique Non Probability convenience Sample

Statistics Tool SPSS

Analysis

AnalysisFrom above pie chart it is shown that 32.50% are Strongly Agree, 40% are Agree, 15% are neutral, 7.50% Disagree % 5% are Strongly Disagree. It can be said that SEB’s employees understand the specific needs of Customers.

Analysis

AnalysisFrom above pie chart it is shown that 17.50% are Strongly Agree, 22.50% are Agree, 30% are Neutral, 22.50% Disagree and 7.50% are Strongly Disagree. So banking service has been generalized for the mass people.

Analysis

AnalysisFrom above pie chart it is shown that 2.5% are Strongly Agree, 35% are Agree, 25% are Neutral, 22.50% are Disagree & 15% are Strongly Disagree. So Employee’s behave well-mannered to the clients.

Analysis

AnalysisFrom above pie chart it is shown that 32.50% are Strongly Agree, 30% are Agree, 17.50% are Neutral, 15% are Disagree & 5% are Strongly Disagree. So SEB’s employees are always willing to help.

Strong employee bonding and relation.

Achievement of High Customer Confidence

Very Little Active Account Being Maintained Till the End

Loss of Valuable Market Information due to Top-Down Communication Method

High Demand of Housing Loans

Rules and Regulations Becoming Easy and Relaxed

Upcoming Banks Stricter

Regulations against private Banks

Findings

Positive Findings Negative Findings

SEB employees are always willing to help

SEB banking is not generalized for mass people

SEB charges more interest on loan Standardized Product Offerings from the New Local Private Banks

Customer feel safe in transaction SEB charges high interest on loan

RecommendationThe Management of South East bank should conduct

more product & services awareness campaign.They should increase the level of providing personal

attention to individual customers.South East Bank Limited should increase their branch

for the convenience of client.Should be more flexible to attract the client.

ConclusionBanking is becoming more vital for economic development

of Bangladesh in mobilizing capital and other resources.South East Bank is also extending such contributions to the

advancement of the socioeconomic condition of the country.South East Bank is committed to provide quality services,

maintain corporate governance & support international business as a continuation of excellence in performance since its incorporation.

They are fully committed to conduct its business activities in economically environmentally & socially sustainable manner.

organization follows discipline to maintain employee relationship and to create better work environment for work.

Any Query…???