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Customer Satisfaction On South East Bank

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Sharif Shahed
Sharif Shahed

The document presents the findings of a study on customer satisfaction with South East Bank in Bangladesh. It examines the bank's products, services, facilities, and customer experiences. The study found that while employees are generally willing to help customers, the banking services could be more generalized for mass customers and the bank should increase awareness of products and services through more promotion campaigns.

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A Study On Customer Satisfaction On South East Bank
Submitted By Shariful Islam Shahed ID: 122200022 Sec: 01 Faculty of Business Administration Eastern University Submitted To MD.Moniruzzaman Khan Assistant Professor Faculty of Business Administration Eastern University
Contents Introduction Objective of the study: Broad Objective Specific Objectives Methodology: Primary Source Secondary Source Research Framework Analysis Findings Recommendation Conclusion
Introduction The Banks 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 Study Broad 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.
Methodology Primary Sources: Direct conversation with the respective officers of the branch. Face to face conversation with the clients. Customers opinion collected through Questionnaire. Observation of the banking activities. Secondary Sources: Various records of the bank Different types of brochures Website of South East Bank Different news letters of SEB
Research Framework Research 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 Analysis From 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 SEBs employees understand the specific needs of Customers.
Analysis Analysis From 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 Analysis From 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 Employees behave well-mannered to the clients.
Analysis Analysis From 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 SEBs 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
Recommendation The 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.
Conclusion Banking 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 internationalbusiness asa continuationof excellencein performancesince itsincorporation. They arefully committed to conduct its business activities in economically environmentally & socially sustainable manner. organization follows discipline to maintain employee relationship and to createbetter work environment for work.
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Customer Satisfaction On South East Bank

  • 1. A Study On Customer Satisfaction On South East Bank
  • 2. Submitted By Shariful Islam Shahed ID: 122200022 Sec: 01 Faculty of Business Administration Eastern University Submitted To MD.Moniruzzaman Khan Assistant Professor Faculty of Business Administration Eastern University
  • 3. Contents Introduction Objective of the study: Broad Objective Specific Objectives Methodology: Primary Source Secondary Source Research Framework Analysis Findings Recommendation Conclusion
  • 4. Introduction The Banks 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.
  • 5. Objective Of The Study Broad 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.
  • 6. Methodology Primary Sources: Direct conversation with the respective officers of the branch. Face to face conversation with the clients. Customers opinion collected through Questionnaire. Observation of the banking activities. Secondary Sources: Various records of the bank Different types of brochures Website of South East Bank Different news letters of SEB
  • 7. Research Framework Research Data Descriptive Research Population Clients of Moghbazar Branch Survey Method Questionnaire Survey Sample Size 40 Sampling Technique Non Probability convenience Sample Statistics Tool SPSS
  • 8. Analysis Analysis From 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 SEBs employees understand the specific needs of Customers.
  • 9. Analysis Analysis From 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.
  • 10. Analysis Analysis From 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 Employees behave well-mannered to the clients.
  • 11. Analysis Analysis From 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 SEBs employees are always willing to help.
  • 12. 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
  • 13. 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
  • 14. Recommendation The 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.
  • 15. Conclusion Banking 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 internationalbusiness asa continuationof excellencein performancesince itsincorporation. They arefully committed to conduct its business activities in economically environmentally & socially sustainable manner. organization follows discipline to maintain employee relationship and to createbetter work environment for work.
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