A Case Study On: 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 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.

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.
Customer’s 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 SEB’s
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 Employee’s 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 SEB’s
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
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.

16. Any Query…???