“An evaluation of the customers’ satisfaction of EXIM Bank Ltd: A study on Narayanganj Branch”
Abstract
This report covers about on “An Evaluation of the Customers’ Satisfaction of EXIM Bank
Ltd: A Study on Narayanganj Branch.”
The whole report is divided in several parts.
The first part is the introductory part which presents the background of the report. The objective
of the report is pointed out in this part. Objectives are To measure the level of customers
satisfaction of EXIM Bank Ltd ,Narayanganj Branch and To identify the problem related to the
satisfaction of EXIM Bank Ltd, Narayanganj Branch .Also the methodology of the report is
presented where the sources of data and sampling techniques is described. The target population
all customer of EXIM Bank Ltd, Narayanganj Branch. The sample size 50.Used non probability
sampling technique. in preparing the report some limitations were faced which are the
interviewing process is lengthy, Sometimes the client does not cooperate easily, It is time
consuming.
The second part of the report presents an overview of the organization. Export Import bank of
Bangladesh Limited as the name implies, is not a new type of bank in global but is the first in
Bangladesh. It believes in togetherness with its customers, in its march on the road to growth &
progress with services.
The core part of this report is the learning part. Customers of EXIM Bank Limited have a good
perception about the quality of service provided by them. From our survey we found that
customers are satisfied with the overall service of Exim Bank Ltd. Importance of customers’
satisfaction of EXIM Bank Ltd are It is the KPI within the Bank,. It’s the best form of
advertising. There are five major factors identified by the experts that are essential to assure the
quality of better service that will lift the level of efficiency of EXIM Bank Ltd. There are
reliability, responsiveness, assurance, empathy and tangibles.
Observation of this internship, I found out some critical issues and problems. Findings of this
study are the most customers are not satisfied with their delivery process, the customers are not
satisfied with the number of ATM booth, and EXIM Bank is not quick service provider. And
tried to give some possible recommendations regarding the topic. Recommendations are
establish own ATM network and maintain sufficient in ATM booth, the number of employees
should increase to remove the barriers of providing quick services to the customers, and Modern
technology should be properly maintained.
Collections
- Journal of law [69]