“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.