internship report on “measuring customer satisfaction level of debit cardholders of southeast bank...

INTERNSHIP REPORT

ON

“Measuring Customer Satisfaction Level of Debit Cardholders of

Southeast Bank Limited”.

Supervised By:

Md. Mahiuddin Sabbir

Lecturer

Department of Marketing

University of Barisal

Prepared By:

Roll: MKT 036/8

Session: 2011-12



UNIVERSITY OF BARISAL

Date of Submission: August 14, 2016

Limon

Typewriter

cell:+8801755215646 email:[email protected]

Limon

Typewriter

Letter of Transmittal

August 14, 2016


Lecturer



Subject: Submission of Internship Report.

Dear Sir,

It is my pleasure to submit the Internship report titled “Measuring Customer Satisfaction

Level of debit Cardholders of Southeast Bank Limited” to you at due time which is an

integral part of my degree requirement. The extent of the report is only within the periphery

of Barisal Branch. I have completed my internship program at Barisal Branch of Southeast

Bank Limited in three months’ time. I got huge amount of support and information for

preparing my report promptly. I also gathered different types of information about banking

practices which can be applied in real professional life. I have a strong belief that the report

will fulfill your expectation and I have tried to give my best effort so that I can prepare a

concrete report as per your instruction. I would be very grateful if you accept my report. Your

kind consideration and cooperation will be highly appreciated.

Sincerely Yours,

……………………

Md. Liman Bakhtiar

Roll: MKT- 036/8

Session: 2011-12



ACKNOWLEDGEMENT

For making a study report, a sincere supervision, and guidance of expert and experienced

professionals are required. I have received sincere co-operation, valuable suggestions,

inspirations, and references from my respected teachers and the executives of Southeast Bank

Ltd. (Barisal Branch). First of all, I express my profound gratitude to my supervisor Md.

Mahiuddin Sabbir, Lecturer, University of Barisal for providing his important instructions,

proper suggestions and corrections for improvement. I like to express my thanks and deepest

gratitude to the staff of Southeast Bank Ltd. (Barisal Branch) for giving me the opportunity,

appointment for the internship program that I have completed. It is my pleasure to extend my

heartiest gratitude to Mr. Shaikat Sanker Das, Senior vice presedent & Head of Branch & Mr.

H.M Ziaul Haque, Senior principle officer & operation Manager, Southeast Bank Limited,

Barisal Branch for their endless support and also providing me with all the materials that was

required for preparing my report. I will never forget their kind and friendly behavior. Finally,

I would like to convey my gratitude to all my teachers, friends and my family members who

extend their support to prepare this report.

DECLARATION

I do hereby solemnly declare that the work presented in this internship report named

“Measuring Customer Satisfaction Level of Debit Cardholders of Southeast Bank Limited”

has been carried out by me and has not been previously submitted to any university/ college/

organization for an academic qualification/certificate/ degree. The work I have presented

does not breach any existing copyright and no portion of this report is copied from any work

done earlier for a degree or otherwise. I further undertake to indemnify the development

against any loss or damage arising from breach of the foregoing obligations.

……………………

Md. Liman Bakhtiar

Roll: MKT- 036/8

Session: 2011-12




Faculty of Business Studies


Barisal-8200, Bangladesh

Tel: 0431-2177431, PABX: 0431-62744, Ext. 63477, Fax: 0431-61827,

www.barisaluniv.ac.bd

CERTIFICATE OF THE SUPERVISOR

I am pleased to certify that the internship report on “Measuring Customer Satisfaction Level of

Debit Cardholders of Southeast Bank Limited” prepared by Md. Liman Bakhtiar, bearing ID:

MKT-036/8, session 2011-12 of BBA program (Major in marketing), is approved for

submission. Md. Liman Bakhtiar bears a good moral character and a very pleasing

personality. I wish him all success in life.

Supervisor,

……………


Lecturer



PREFACE

Today we are very much involved in the Business World. Only book based knowledge is not

enough to cope with real business environment. Effective combination of theoretical

knowledge with practical experience is the key to success. Considering this, internship

Program is included in the degree, Bachelors of Business Administration, University of

Barisal. I have been selected for ‟Southeast Bank Limited”, as my field to conduct my

internship program which runs for three months only. I was much desired to perform an

exclusive internship. Though I tried my best to collect relevant and significant data as much

as possible and prepare the report with my best effort. I regret for any undue mistakes in this

report. If the report do little support to any student, teacher, researcher or analyst, I may

consider my effort does not go in vain.

EXECUTIVE SUMMARY

The main concern of this report is to find out the customer satisfaction of ATM card holder.

So the title of the report is “Measuring Customer Satisfaction Level of Debit Cardholders of

Southeast Bank Limited”. This report is a descriptive research which is based on both

qualitative and quantitative data. Exactly 100 participants have completed structured

questioner and interviews. According the research problem research methodology was

selected and after analyzing the data it is found that the customer somewhat dissatisfied with

SEBL, although there is a number of objection among them. To increase the customer

satisfaction SEBL can take a number of initiatives like – taking initiative to eliminate wrong

information about SEBL ATM card, broadening internet banking and online shopping and

most importantly increase the number of ATM booth. This internship report will give a

narrow idea about the customer satisfaction of SEBL along with my experience and a little

introduction of SEBL. Besides this report make some recommendation to improve customer’s

satisfaction. In a nutshell SEBL should emphasize on customers satisfaction much more to

maintain a smoother customer relation.

TABLE OF CONTENTS

Serial No. Page No.

Chapter 1: The Organization 1.0 Introduction 1

1.1 An Overview of Southeast Bank Limited 2-4

1.2 Principle Business Entities 5-6

1.3 Products And Services 7-10

1.4 Interest Rate & Benefits of Scheme 11

1.5 Hierarchy of SEBL 12-13

1.6 SWOT Analysis 14-16

1.7 Limitation of the study

Chapter 2: Job Description 2.0 Work Experience 17

2.1 My Roles and Responsibilities 17-18

2.2 Different Aspects of Job Performance 19

2.3 Observation & Recommendation 19-20

Chapter 3: Debit Card in Detail 3.0 What is Debit Card 21

3.1 History of Debit Card 21

3.2 Debit Card of Southeast Bank Limited 22

3.3 Features of SEBL ATM 22-23

Chapter 4: The project 4.0 Literature review 24

4.1 Origin of the report 25

4.2 Objective of the study 25

4.3 Scope of the study 26

4.4 Methodology 26-27

4.5 Limitations 28

4.6 Interpretations 28-38

4.7 Limitations 39

4.8 Recommendations 39

4.9 Conclusion 40

4.10 References 41

4.11 Questionnaire 42-43

Chapter:-1

The

Organization

“Measuring Customer Satisfaction Level of Debit Cardholders of Southeast Bank Limited”. Page 1

1.0 INTRODUCTION

Southeast Bank Limited is one of the leading private commercial banks having 123 branches,

across Bangladesh and plans to open more branches to cover the important commercial areas

in Dhaka, Chittagong, Sylhet and other areas in 2016. With a wide range of modern corporate

and consumer financial products SEBL has been operating in Bangladesh since 1995 and has

achieved public confidence as a sound and stable bank. In 2001, the bank introduced

automated branch banking system to increase efficiency and improve customer service. In the

year 2005, the bank moved one step further and introduced ATM services for its customers.

Since bank’s business volume increased over the years and the demands of the customers

enlarged in manifold, the technology has been upgraded to manage the growth of the bank

and meet the demands of the customers. In January 2007, SEBL successfully launched

Online Banking Services which facilitate any Branch Banking, ATM Banking, Phone

Banking, SMS Banking, & Internet Banking to all customers. Customers can now deposit or

withdraw money from any Branch of SEBL nationwide without needing to open multiple

accounts in multiple Branches. Via Online Services and Visa Electron (Debit Card), ATMs

now allow customers to retrieve 24x7 hours Account information such as account balance

checkup through mini-statements and cash withdrawals. SEBL has successfully introduced

Visa Credit Cards to serve its existing and potential valued customers. Credits cards can now

be used at shops & restaurants all around Bangladesh and even internationally. SEBL is a

customer oriented financial institution. It remains dedicated to meet up with the ever growing

expectations of the customer because at SEBL, customer is always at the center.


1.1 AN OVERVIEW OF SOUTHEAST BANK LIMITED

The emergence of Southeast Bank Limited into banking industry of Bangladesh was at the

stage of liberalization of global economic activities in 1995. The experience of the prosperous

economies of the Asian countries and in particular of South Asia; has been the driving force

and the strategic operational policy option for the Bank. The philosophy of the bank is “A

Bank with Vision" has been precisely an essence of the legend of success in the Asian

countries. Southeast Bank Limited was established in 1995 with a vision to become a leading

banking financial institution of the country and contribute significantly to the growth of the

national economy. It is one of amongst the fast moving, conventional financial institution; a

scheduled private commercial bank which established under the domain of Bank Company

Act of 1994 and incorporated as a public limited company under Companies Act, 1994. The

Bank started commercial banking operations effective from May 25, 1995 with an authorized

capital of Tk 500 million and Paid up Capital of Tk. 100 million. During this short period of

time this organization has managed to successfully position itself as a progressive and

dynamic financial institution of the country. The financial strength of its portfolio has upward

trend for several years. The bank obtained mentionable achievement within a period of 21

years of its operation and met up requirements of Bangladesh Bank. In the recent period of

the economic slowdown, the bank’s asset and investment portfolio is fair enough than other

banks. The bank had been widely acclaimed by the business community, from small

entrepreneurs to large traders and industrial conglomerates including the top rated corporate

borrowers for its forward - looking business outlook and innovative financial solutions. The

products and services provided by this bank is wide and competitive, includes conventional

deposit-loan products, trade finance, project finance, risk management, underwriting, foreign

exchange, guarantees, credit and debit cards, Islamic banking and many more. Within a very

short interval of time, it has been managed to create good brand image and significant

reputation in the banking industry. Presently, it has 123 branches all over the country. It

maintains correspondence with more than 25 foreign financial institutions in business

intensive countries of the world to bolster the trade finance and foreign exchange activities. It

also has planned the spread its name and credentials across the country. Southeast Bank

Limited has consistently turned over good returns on assets and capital. The bank has

maintained good proportion of debt-equity and reserve ratio in considering the betterment of

its stakeholders. In spite of complex business environment and default culture, quantum of

classified loan in the Bank is very insignificant. It has been growing fast as one of the leaders


of the new generation banks in the private sector in respect of business and profitability as it

is evident from the financial statements. The bank has been graded a top class bank in the

country through internationally accepted CAMEL rating. The banks decision making

authority is chaired by great business professional and tycoons who are leading the bank to a

new height in this competitive market place by using their expertise, knowledge and

visionary attitude towards growth. They are struggling to create an environment of trust and

discipline that will drive the employees to the objective. The human resources of the bank is

perfect blending of all types of professional, they have a strong focus of women employment

and indiscriminating business practice. They also conduct high degree of social welfare

activities through the SEB Foundation to support the underprivileged classes in education,

health, agriculture, training and empowerment also to other socio-economic development

sector. In a nutshell, SEBL is determined to remain competitive and contemporary to the

market and industry upon major business and performance evaluators.


Corporate Profile

Name of the Company : Southeast Bank Limited

Legal Status : Public Limited Company

Date of Inception : March 12, 1995

Registered Office : Eunoos Trade Centre 52-53, Dilkusha C/A (Level 2,3

& 16) Dhaka-1000

Chairman : Alamgir Kabir, FCA

Vice Chairman : Ragib Ali

Managing Director : Shahid Hossain

Company Secretary : Muhammad Shahjahan

Line of Business : Banking (both Conventional and Islamic Banking)

Authorized Capital : BDT 15,000 million

Paid Up Capital : BDT 9,169.50 million

Date of Opening of First Branch : May 25, 1995

Year of Initial Public Offer : 1999

Stock Exchange Listing : April 10, 2000 (DSE) and April 24, 2000 (CSE)

Company Auditors : Howladar Yunus & Co. and Syful Shamsul Alam &

Co.

Tax Consultant : Akhter Zamil & Co.

Legal Advisors : The Legal Edge

Credit Rating : Credit Rating Information and Services Limited

(CRISL)

Validity of the Credit Rating : Up to June 22, 2016

No. of Foreign Correspondents : 811

Phone : 9571115 (Hunting)

Fax : 9550086, 9550093, 9563102 & 9567273

SWIFT : SEBDBDDHXXX

E-mail : [email protected]

Website : www. southeastbank.com.bd

Name of the Bank’s Subsidiaries : Southeast Bank Capital Ser vices Limited

Southeast Financial Ser vices (UK ) Limited

Southeast Financial Ser vices (Australia) Pty Limited

Southeast Exchange Company (South Africa) Pty Ltd.

mailto:[email protected]


1.2 PRINCIPLE BUSINESS ENTITIES

The principles of doing business are an integral part of organizations operation, function,

prospect and positioning. The principles include its mission, vision, objectives, commitment

and competitive edges.

1.2.1 Mission: Southeast Bank Limited aims to become one of the leading banks in

Bangladesh by prudence, flair and quality of operations in their banking sector. The bank has

some mission to achieve the organizational goals time to time. Their mission statements are

not condensed into single sentences rather they have generalized their mission. Some of them

are mentioned in following-

Fast customer service

Suitable growth strategy

High ethical standards in business

Steady return on shareholders’ equity

Innovative banking at competitive price

Commitments to corporate social responsibility

Attraction and retention of quality human resources

High quality financial services with state of the art technology

1.2.2 Vision: The vision is the condensed figure of mission is long-term and their missions

are linked with vision.

To be primer banking institute in Bangladesh and contribute significantly to the

national economy.

1.2.3 Objectives: Southeast Bank Limited is designed to provide commercial and

investment banking services to all types of customers ranging from small entrepreneurs to big

business firms. In this regard it emphasizes on the priority sectors of the economy like

agriculture, industry, housing and self-employment. Besides, the bank aims to provide

different customers friendly deposit and loan products in the field of personal banking to

fulfill the bank needs of individual customers. Some other objectives of SEBL are:


Maintaining a high quality assets portfolio to achieve strong and sustainable returns

and to continuously build shareholders’ value.

Maintaining adequate capital in line with risk appetite of the Bank.

Strengthening trust and partnerships with customers by focusing on the Bank’s core

values of quality customer service, professionalism, teamwork and integrity.

Hiring professionals with strong background and knowledge.

Strengthening technologies that reduce operational risks and promote the

implementation of best practices in the industry.

Developing innovative products and services that attract our targeted customers and

market segments.

Exploring new avenues for growth and profitability.

Practicing efficient risk management principles in line with all six core risks in

banking operation and green banking and environmental risk management.

Practicing efficient corporate governance and compliance processes through meeting

all regulatory requirements and disclosures in line with national and international best

practices by ensuring best internal control monitoring practices.

Upholding Bank’s brand image as a customer friendly bank through efficient and

prompt customer service, product diversification with a view to establishing a long

term profitable relationship with our customers.

Serving the society as part of our Corporate Social Responsibility (CSR) by giving

stipends to poor students, distributing warm clothes to winter-hit people and

contributing to the different relief fund. We also contribute to the society by paying

taxes to the national exchequer timely.

Extending banking services to the un-banked people for financial inclusion meeting

socio-economic requirements.


1.3 PRODUCTS AND SERVICES

Southeast bank provides a wide variety of banking products and services to different category

of customer in response to their need of banking. They have clustered the product and

services into several segments which are directed and operated by independent divisions.

Each product and services has numerous rule-regulations, term-conditions, fees-charges and

distinct characteristics. For the sake of simplicity and relevance, I am skipping those

particular parts which can be seen at internet or any brochures.

1.3.1 Conventional Banking: The bank offers several conventional retail products

available in the market which are stated below-

Savings Bank (SB) Account: Savings Bank (SB) Account is designed for individual savers

who want to save a small part of their income which may be used in the near future and also intend to

have some profitable returns on such savings. They can deposit a small amount and can withdraw

whenever they desire but the total numbers of withdrawals over a period of time are limited.

Current Deposit (CD) Account: Current Deposit (CD) Account is a transactional

account where there is no restriction on number of transactions in the account. Current

Deposit (CD) Account can be opened for individuals and business concerns including non-

profit organizations.

Fixed Deposit Receipt (FDR) Account: Fixed Deposit Receipt (FDR) Account offers

the customers the opportunity to invest a fixed amount for a fixed period at a fixed rate of

interest. The customers have the option to re - invest their funds both principal amount and

interest amount on maturity or principal amount and the interest amount being paid into their

SB or CD accounts.

Double Benefit Scheme (DBS) Account: Double Benefit Scheme (DBS) Account is a

time specified deposit scheme for clients where the deposited money will be doubled on maturity.

Short Notice Deposit: Special Notice Deposit (SND) Account is an interest bearing

deposit where advance notice of 7 to 30 days required for amount withdrawal. SND A/C is

usually opened by Firms, Corporate Financial Institution.

Pension Savings Scheme: Pension Savings Scheme Offers clients to save their hard

earned money every month for a secured future.


Monthly Savings Scheme (MSS) Account: Your dreams may turn into reality

through Southeast bank's Monthly Savings Scheme (MSS). Loan of Maximum 80% against

the lien of the MSS amount deposited can be availed and can close the account before

maturity.

Millionaire Deposit Scheme (MDS) Account: Millionaire Deposit Scheme (MDS)

Account is a time specified monthly deposit scheme for clients where the deposited money will

become one million on maturity.

1.3.2 Islamic Banking: Some branch of the bank offers similar type of banking product

on the basis of Shariah law of Finance and Banking so that the majority people or Muslims

can follow the religious instructions in every sphere of life. The brand name of Islamic

banking is “Tijarah” which offers interest-free concept of banking.

Mudaraba Savings Deposit

Al-Wadiah Current Deposit

Mudaraba Short Term Deposit

Mudaraba Term Deposit Receipt

Mudaraba Double Benefit Scheme

Mudaraba Millionaire Deposit Scheme

Mudaraba Hajj Sanchay Prokalpa

1.3.3 Loans and Advances Product: The bank offers wide range of different funded

and non-funded loans and advance products in name of working capital finance, project

finance, syndicated finance, trade finance etc.

Working capital finance

Trade capital finance

Project finance

Syndicated loan

Packing Credit

Loan against Trust Receipt

Loan against Export/Import Bill payment

Bank guarantee

SME credit

Loan against Share and Securities


VISA Credit Card

House building financing

Industrial finance

1.3.4 Services: The bank provides some direct service to its customers.

ATM Services: Southeast Bank Limited is a member of the E-cash Shared ATM Network.

E-Cash has a network of 185 ATM’s located in strategically important locations over the

country. SEBL issue ATM card against SB, CD & STD Account and TK 500 for annual

renewal fee.

Dual Currency VISA Credit Card: SEBL Visa (Dual) Credit Card has unique feature of

allowing limits both for local and international usage in a single card. However, one may

opt for separate cards if he / she find the same convenient for him / her. SEBL Visa (Dual)

Credit Card is accepted at any merchant locations or payment counters displaying Visa logo

in any part of the world.

Locker Services: Southeast Bank has locker facilities. A client must have a CD or STD or

SB or any type of account in the respective branch where they wants to avail the locker

service.

Loans and Advances: The Bank continued its expansion of loans and advances portfolio

throughout the year 2015 by prudent selection of borrowers. The Bank took advantage of

the opportunities and challenges in the socio-economic and business scenario of the country

and expanded credit in all segments including priority sectors of Government of Bangladesh

like SME and Agriculture. The bank expanded its SME business operation in 2015 with top

most priority.

Guarantee Service: The Bank issued guarantees amounting to Tk.11,916.74 million during

the year 2015 compared to Tk.15,078.99 million recorded in the previous year. The

guarantees were issued in favor of different Govt. Authorities, Ministries, Autonomous

Bodies, Corporations, Private Companies, Individuals and Multinational Companies, etc. on

behalf of the valued clients of the Bank.

Club Finance: Southeast Bank is one of the pioneers in the banking arena of the country

for Syndicated / Club Financing of corporate houses for new project establishment, BMRE

of existing operations and working capital facilities.


Corporate Financing: Southeast Bank provides credit facilities to help corporate clients

move forward to improve cash flow and working capital restructure debt, consolidation,

acquisition and buyout etc. The credit facilities to the corporate clients are typically of 02

types (i) asset based lending and (ii) cash flow based lending.

Agriculture Credit: Due to Bank’s limitation in operational exposure in this sector coupled

with the distinct industry specific nature of the sector, most of the funds has been

channelized through NGOs already specialized and experienced in providing micro credit

finance.

Consumer Credit Scheme (CCS): The Bank extends credit facilities to individuals for

purchase of domestic durables like Refrigerator, Television, Washing Machine, Furniture,

Computer, Motor Car etc. through its Consumer Credit Scheme (CCS) to improve quality of

life / standard of living, particularly of the fixed income group of the society.

Corporate Social Responsibilities: Southeast Bank’s banking practice is based on a

network of relationship with its employees, customers, suppliers, business associates,

shareholders, regulatory authorities and the community. The Bank continuously strives to

ensure that its operations are environment-friendly and discourages financing projects

contrary to it. It is one of the leading participants in the beautification of Dhaka City.


1.4 INTEREST RATE & BENEFITS OF SCHEME

The benefit that SEBL provides to its customer in terms of deposit schemes is very

competitive. It is the benefit for which people from different classes comes to the bank and

fixes their amount into a scheme. There are different types of schemes available to customers

to invest. The difference between the deposit schemes mainly are interest rate, time and

distributed interest. Each schemes charges 10% excise duty upon distributing interest to an

account. The customer gets his principal amount the end of maturity. If anyone encashes the

scheme before maturity, will get regular interest only. The interest is fixed by the

policymakers of the bank with the help of treasury division. The central bank has instructed

to define the spread of interest up to 3% which means if the lending loan interest is 15%; the

deposit interest given to customers cannot be less than 12%. Some bank can also use special

consideration in deciding interest rate upon the amount and party reputation. The interest rate

on schemes generally moves lower of remains stable for a long period. The primary

instruction on interest rate is generated by central bank upon discussion with bankers

committee.

Types of Deposits Rate of Interest

Current Deposit 0.00%

Savings Deposit 4.25%

Short Notice Deposit 3.00% (banks & NBFI); 3.75.00%-

4.00%(Current)

Fixed Deposit Receipt 6%

Deposit Schemes 8%

H/O General Account 6.5%


1.5 HIERARCHY OF SEBL

Chairman

VP & Executive Director

MD

DMD

SEVP

EVP

SVP

VP

SAVP

AVP

SPO

PO

EO

SO

Officer

Ast. Officer

JO


Local and International Network

The branch network of Southeast Bank Limited has increased in last consecutive years with

an increase in its human resources and cumulative income. There are 88 branches of outheast

Bank throughout the country at this moment. Of these 88 branches; 19 are rural, 15 are

Agriculture, 5 are Islamic Banking branches and the rest are the Conventional Banking

branches. The branches are located at various important locations and enables Southeast

Bank to provide quality banking service to the clients. The amount of branch is low than it‟

close competitors if we consider the inception period of this bank. To cater to the increasing

demand of client, the bank has planned to open 10 more branches, 3 offshore banking unit

and 10 rural branches in important business hubs by next year. They got highest per branch

profit in 2010; their branch profit has lowered in 2011 because economic downturn but the

lowering means it has rise at lower rate.

Dhaka Chittagong Sylhet Khulna Barisal Rajshahi Rangpur

62 29 12 7 1 8 2

The bank has significant amount of correspondence with foreign banks in terms of offshore

banking, foreign exchange operation and trade finance. The correspondence with the foreign

banks is needed to fulfill foreign currency transaction and requirement. International

correspondence in last five year was in between 590 to 650 with an increasing trend. The

network with foreign banks is satisfactory. The bank has only one own subsidiary that is

Southeast financial Services in London, UK from where they conduct foreign banking

services directly with clients and other foreign correspondent banks. The related foreign

correspondences of SEBL are located in USA, Germany, Switzerland, Canada, India, Nepal,

Pakistan, UK, Australian and Japan. Among these agents, most of them are stationed at New

York, Frankfurt, London, Mumbai, Kolkata and Zurich.


1.6 SWOT ANALYSIS

SWOT analysis refers to analysis of strengths, weaknesses, opportunities and threats of an

organization. This facilitates the organization to make its future performance improved in

comparison to its competitors. An organization can also study its current position through

SWOT analysis. For all of these, SWOT analysis is considered as an important tool for

making changes in the strategic management of an organization. Through direct observation

and discussion with the SEBL officials I am able to point out some major strength and

weaknesses as well as some threats and opportunities regarding the various issues of the Bank

such as –

Strengths

Top management

Corporate culture

Various Products and Services

Strong employee bonding

Efficient Performance

Strong financial position

Professionally Strong Board of

Directors

Weaknesses

Dependent on fixed deposits

Moderate risk management system

Absence of strong marketing

activities

Not enough innovative products

Discouraging small entrepreneurs

Opportunities

Country wide network

Introducing more branches

Introducing special corporate scheme

Real time online banking

Creation of brand image

Threats

Similar products are offered by

others

Default Loans

Industrial Downturn

Increased competition in the market


1.6.1 Strengths

The SEBL is operated by a very efficient management group. The top management

officials have all worked in reputed banks and their years of banking experience, skill,

and expertise will continue to contribute towards further expansion of the bank.

SEBL has an interactive corporate culture. The working environment of SEBL is very

friendly, interactive and formal.

SEBL offers various types of products and services to their clients.

The employees of SEBL have a strong sense of commitment towards organization and

also feel proud and a sense of belonging towards SEBL.

SEBL provides hassle-free customer services to its client comparing to other financial

institutions of Bangladesh.

1.6.2 Weakness

SEBL heavily dependents on fixed deposit. The bank have to pay large amount of

interest for because of highly depend on fixed deposit.

SEBL risk management system is not that much secured. They need to develop their

risk grading system.

SEBL currently don't have any strong marketing activities through mass media e.g.

Television.

SEBL provides clean Import Loan to most of its solvent clients. But they usually do

not want to finance small entrepreneurs whose financial standing is not clean to them.

1.6.3 Opportunities

The ultimate goal of SEBL is to expand its operations to whole Bangladesh. Nurturing

this type of vision & mission & to act as required, will not only increase SEBL's

profitability but also will secure its existence in the long run.

Although SEBL already has 123 branches to provide services to its customers, it must

also open more branches in those places where people needs banking facilities.

SEBL can introduce special corporate schemes for the corporate customers or officers

who have an income level higher from the service holders. At the same time, they can

introduce schemes or loans for various service holders.

Today online banking is the best way to earn profit for the bank. So SEBL have to

earn more profit by developing online banking system.


As we know that brand creates value. So SEBL need to develop their brand image by

developing their products and services.

1.6.4 Threats

Now-a-days different foreign and private banks are also offering similar type of

products with an almost similar profit margin. So, if all competitors fight with the

same weapon, the natural result is declining profit.

The problem of non-performing loans or default loans is very minimum or

insignificant. SEBL has to remain vigilant about this problem so that proactive

strategies are taken to minimize this problem.

Bangladesh is economically and political unstable country. Flood, draught, cyclone,

and newly added terrorism have become an identity of our country. Along with

inflation, unemployment also creates industry wide recession. These caused

downward pressure on the capital demand for investment.

In banking sector day by day competition are increased and lots of new bank are

coming into the competition. So it is big threat for SEBL.

Chapter:-2

Job

Description


2.0 WORK EXPERIENCE

I was assigned at the Barisal branch of southeast bank Limited to complete my internship

program. That is a great opportunity for being a part of this bank. During my 3 month

internship program I enjoyed the work at the bank but most importantly I learned how to

work under the pressure and also earn a great practical experience about the banking sector. I

spent 40 hours per week at work on internship program. I tried to participate directly or

indirectly in the daily operational activities of the branch.

2.1 MY ROLES AND RESPONSIBILITIES

2.1.1 Front Desk (General Banking)

My job responsibility at the front desk was vast and diverse as an intern. Apart from some

specific tasks, I had to perform certain tasks during the office hour.

Responding to the queries in detail about different types of deposit schemes and accounts,

Preparing form of different deposit scheme and accounts,

Inspecting the form boxes and making forms as per need,

Filling up the important unfilled items on a form,

Filing the used, closed and pending forms,

Processing and enlisting cheque books,

Informing client about account balance and transaction,

Giving accounts statement,

Delivering ATM Cards,

Writing pay orders & bank draft

2.1.2 Remittance and Accounts

Job responsibilities at accounts and remittance were short because of the work sensitivity.

Giving the remittance service through designated file paths in online when the officer was

unavailable though the authorizing limit was very low.

Registering day to day pay slip into register and excel template.

Checking the debit and credit entry in number and amount from audit trail to general accounts sheet

and put on the voucher register.

Calculating daily entries and position of demand deposits, time deposits, loans advances and

schemes.


2.1.3 Clearing

An intern had little work to do at clearing because the work was highly sensitive and

scheduled which was not suitable to be done by an intern.

Receiving cheque by writing details onto deposit slips, putting seal and signature and giving

the customer copy to the client

Registering the cheque detail into the register which includes name of issuing bank with

branch name, name of issuer, name of receiver, amount, cheque number, account number of

depositor, contact number and clearing status

Sometimes I had to write an Inter-Bank Credit Advice (IBCA) with the help of officer and

count the clearing vouchers.

2.1.4 Credit Operation

My job responsibilities at this section are not so worthy to mention. There was little task to

complete because the works at this section was very lengthy, interlinked, consolidated and

difficult. But the works that I did was very high in volume or magnitude; had intensive

pressure to complete the task perfectly in due time.

Entering data of quarterly accounts and transactions of general banking into SBS-2, which

is MS-DOS software, connected with Bangladesh Bank. The number of arithmetic data was

nearly 1500 and took more than 1 working da

Entering data of quarterly accounts and transactions of credit operation into SBS-3 and the

data quantity was of 400 which I had to complete within an hour

Entering credit data into different excel templates


2.2 DIFFERENT ASPECTS OF JOB PERFORMANCE

Job performance is whether a person performs their job well. Job performance depends on

many factors like job responsibility, working condition, knowledge and expertise on the work

activities; job satisfaction etc. The specific responsibilities of my job were not so tough to do,

but too much workloads affect the job performance a lot. The working environment at this

branch of SEBL was very friendly, which helped me to consider myself as a part of my jobs

with greater satisfaction. Sometimes the job seems much boring. I could perform well due to

the cordial assistance from all of the employees and staffs of this branch. On my three months

of internship period on SEBL I have taught practically lots of things those I have learned on

theoretical courses. Though there I got differences sometimes but there were also some

similar things. Really this practical experience helped me a lot to learn more new things. In

my future life all these will be a valuable experience for me.

2.3 OBSERVATION & RECOMMENDATION

After working three months in Southeast Bank Limited (Barisal Branch), I have found

something really very impressive about Southeast Bank. On the other hand from my

observation of last three months I would like to recommend them something that can give

them another thought.

Some Impressive Aspects about Southeast Bank Limited:

The employees of SEBL general banking department are usually very gentle in behavior. All

the employees of this department always try to be very helpful to the customers. Some of the

regular and priority customers are given very good treatment so that they feel respected and

attached with the organization. Employees of the banks are very sincere on their work. They

always get done their work clearly. I have seen employees come on weekends to complete

those tasks if needed. Most of the office peons are also very sincere and they obey and assist

their seniors. Organizations like Square Pharmaceuticals, Standard group are regular

customers of SEBL Barisal Branch. From their perception this bank is very convenient and

friendly to them in terms of service, because this bank is very systematic, honest and fast.

Employees of SEBL are very friendly among themselves. In the office they are like family.

Newcomers are treated quite well unlike many other organizations.


Some aspects that need rethinking of Southeast Bank Limited:

Customers might have a lot of problems, also they might make mistakes. But no matter how

wrong they are. As I have already mentioned SEBL is very helpful and friendly with

customers but sometimes I have seen there were certain misunderstanding between customers

and employees of SEBL. In most cases mistakes were from customer’s end. But quite a few

times it has seen that fault was caused by employees also. So for avoiding this situation

employees have to be cool and tactful. In general banking department huge number of

customers come every day. They make impression by seeing the environment of the bank

which is not that much smart. Little improvements can change the brand value of this

organization. Delivery of different facilities like providing cheque book or master debit card

is delayed beyond the deadline sometimes which is not expected. Usually master debit card is

supposed to be delivered within 3 weeks. If it is not possible to deliver it within this time then

it is better to mention customers a more prolonged delivery date.

Chapter:-3

Debit Card in

Detail


3.0 What is debit Card?

A debit card (also known as a bank card or check card) is a plastic payment card that can be

used instead of cash when making purchases. It is similar to a credit card, but unlike a credit

card, the money comes directly from the user's bank account when using a debit card. Some

cards may bear a stored value with which a payment is made, while most relay a message to

the cardholder's bank to withdraw funds from a payer's designated bank account. The

development of debit cards, unlike credit cards and charge cards, has generally been country

specific resulting in a number of different systems around the world, which were often

incompatible. Since the mid-2000s, a number of initiatives have allowed debit cards issued in

one country to be used in other countries and allowed their use for internet and phone

purchases.

3.1 History of Debit Card

The history of debit cards is an interesting one. Debit cards helped to change the way that

people used money and bank accounts. A debit card works by debiting the money from your

checking account. For many people debit cards have taken the place of cash and checks.

Seattle's First National Bank offered the first debit card to business executives in 1978.

Initially they were like a check signature or guarantee card, with which the bank would

guarantee that the fund would be paid, but you did not need a check to do the transaction.

They also required a large savings account be kept at the bank to cover the funds. These cards

were only issued to people who had a long and good standing with the bank, because the

funds were not directly debited from the account. In 1984 Landmark created the first

nationwide debit system, using ATMs and other networks that allowed debit cards to be used

nationwide. This allowed the smaller banking systems within states to connect with banks

systems outside of states. As technology improved the debit cards moved to a system that was

able to directly debit the money from a checking account. When this happened the debit cards

became available to more and more consumers. In 1998 debit card transactions first

outnumbered the use of checks around the world. This number has continued to grow over

time. Debit cards are now commonly used for most transactions at stores in the United States.

Debit cards are more convenient to use than a check. Additionally debit cards are safer than

carrying cash, because banks can stop fraudulent purchases and consumers are not held liable

for purchases made when the card is stolen. Debit cards have made banking a much easier

process for many people. In the future transactions will continue to move away from cash and

check. This will speed up transactions as well as virtually eliminate the need for cash in the

future.

https://en.wikipedia.org/wiki/ISO/IEC_7812

https://en.wikipedia.org/wiki/Payment_card

https://en.wikipedia.org/wiki/Cash

https://en.wikipedia.org/wiki/Credit_card

https://en.wikipedia.org/wiki/Stored-value_card

https://en.wikipedia.org/wiki/Credit_card

https://en.wikipedia.org/wiki/Charge_card


3.2 Debit Card of Southeast Bank Limited

Debit card is a remarkable competitive move against the competitors in 2016 which was

actually introduced late but was prudent to do. As SEBL likes to see itself a high profit

generating, market oriented, corporate focused bank, it was a demand of time to get some

market share of debit card in local market. The way SEBL operates in the market, it was very

important to introduce this service as it tries to stay focused on corporate and individual

client. Apparently, major portion of SEBLs income, asset, revenue, profit comes from

corporate banking or clients but they are driven by meticulous business insight which allowed

them act competitively in the marketplace. Most of the customers are job holder as their

short-term financial need is greater than the business man or any professionals and so 60% of

the cardholders are living on salaried income.

3.3 FEATURES OF SEBL ATM

The SEBL ATM enables the bank’s customers who are issued with an ETC/ETCI/Global

Access Card/Credit Card and a 6-digit secret number (or 4-digit number for some areas)

known as a PIN (Personal Identification Number), to comply with the local share ATM

network regulation, to perform a number of transactions on the current, savings or credit card

accounts.

Cash Withdrawal: From the ATM booth any ATM card holder can withdraw 50,000 taka in

a day from his or her account. The customer of ATM card can withdraw in total 50,000 taka

from any ATM booth as many times as he or she needs within 24 hours.

Transfer: Any amount up to account balance/available credit limit or daily cycle limit,

whichever is lower, can be transferred between accounts under the same issuing bank within

Bangladesh in any 24 hour period. In Bangladesh, the cycle limit is BDT (Bangladesh Taka)

50,000.

Statement Request: The customer can send request to the bank by the ATM, when he/she

requires his/her detail Account statements. The statement generally shows a ledger balance

and an available balance, is the same format as a teller terminal balance request. When any

customer enters the card into the ATM machine it displays some options.

PIN Change: on the ATM screen, PIN Change is one of the options. Customer can change

his PIN whenever he desires e.g. if he is not happy with the PIN assigned by the bank, or if


he believes that his PIN is compromised. For new card, customer is advised to change his

PIN immediately.

Account Activity Enquiry: The ATM users can have information regarding the account

balance of his/her account each and every time the ATM transaction is occurred. SEBL ATM

has an option to provide a mini statement showing his/her last 8 (eight) transactions.

Deposit/mail deposit: Cash/Cheque, but not coins may be deposited in envelopes supplied

by the ATM.

Enquiry: Customer can enquire about anything, like any service, product, facilities through

SEBL’s ATM.

Chapter:-4

The

Project


4.0 LITERATURE REVIEW

Kumbhar Vijay (2011)--- (“Customer’s satisfaction in ATM service): This study aimed at

comparative investigation of the customer satisfaction in ATM service in public and private

sector banks, concluded that private sector banks are providing more satisfactory ATM

service than public sector banks. Prof. Karunesh Saxena (2011)--- (Analytical study of

customer satisfaction at ICICI Bank with special reference to ATMs”) aims at analyzing the

satisfaction levels of the customers of ICICI Bank holding ATM cards in Udaipur city with

respect to service quality of ATM, personnel, location, sufficient number of ATMs in city

and found that customers are highly satisfied with ATM services provided by the ICIC bank

in Udaipur city. Bashir Idris (2014)---( Customer Satisfaction Of Automated Teller Machine

(Atm) Based On Service Quality): This study uses technology acceptance model to address

why customers accept or reject ATM and how the acceptance is influence by the ATM

service quality. The customer satisfaction is determined by the ATM service quality rendered

by the ATM stakeholders. P Srinivasa Rao, D Rajasekhar and N Vijaya Ratnam (2013)--

--(An Empirical Study Of Customer's Satisfaction In Atm Services): This study try to find out

the customers satisfaction level in ATM on the basis of service quality. Hazlina Abdul

Kadir, Nasim Rahmani, Reza Masinaei (2004): (Service Quality Analysis: An Application

on Online Banking and ATM Facilities): This study tries to identify the effects of services

offered by Malaysian banks through online media and ATMs on customer satisfaction.

In the past studies have been mentioned that fee charged and cost, accessibility and

convenient location of ATM, ATM service quality, speed, high up time, cash backup and

availability of cash in the ATM, adequate numbers of ATM, accuracy, security and privacy

of ATM are the major causes of satisfaction and dissatisfaction of customers but Sing (2011 )

in his study found that customer satisfaction is the highest on availability of cash in the ATM

and the lowest satisfaction on the number of ATMs in the locality. Since most of the

literatures are not found the extent of customers satisfaction on ATM services based on

influencing factors in Southeast Bank, this paper is an attempt to reduce the research gap in

this regard. Thus, on the basis of the above literatures this research paper aim at identifying

the factors affecting customers satisfaction level on ATM services in Southeast bank Ltd.

Particularly, this research tries to assess level of customer’s satisfaction on ATMs services of

Southeast Bank ltd.


4.1ORIGIN OF THE REPORT

The report has been prepared as mandatory requirement of the Bachelor of the Business

Administration (BBA) program authorized by University of Barisal. As a student of Bachelor

of Business Administration (BBA) every student has to conduct a practical orientation in any

organization for fulfilling the requirements of the 3 month’s Internship Program. The primary

goal of internship is to provide an on the job exposure to the students and an opportunity for

translation of theoretical conception in real life situation. Students are placed in enterprises,

organization, research institution as well as development projects. Recently I have completed

my internship program on Southeast Bank Limited. I have prepared this report on the basis of

my three months practical working experience in Southeast Bank Limited. The report has

been completed under the supervision of my academic supervisor Md. Mahiuddin Sabbir,

Lecturer, University of Barisal. My organizational Supervisor was Mr. H.M Ziaul Haque,

SPO & MO Southeast Bank Limited (Barisal Branch).

4.2 OBJECTIVE OF THE STUDY

The objective of the report can be viewed in two ways which is specified as follows:

General Objective: The general objective of this report is to find out the customer

satisfaction on service quality of Southeast Bank Limited. The main objective is to know

whether the incumbent customers of this particular organization are happy with service that

they are receiving from the organization. Whether they have any dissatisfaction concealed in

their mind that can hinder the overall performance of the organization and find out effective

measures to ease those factor positively to meet up the optimum goal of the organization.

Specific Objective:

To organize and analyze the specific and general factors of customer satisfaction.

To know the level of customer’s dissatisfaction.

To produce different alternatives and bring brainstorming recommendation for

customer’s dissatisfaction.

To identify the Debit cards of Southeast Bank Limited;

To measure customers satisfaction with ATM services of Southeast Bank Limited;

To find out problems related to customers satisfaction with ATM services of Southeast

Bank Limited;

To make some recommendations to improve customers satisfaction.


4.3 SCOPE OF THE STUDY

The competitive advantage of any firm depends on the quality of a firm's products and

services. Customer service plays a pivotal role in the development of quality and particularly

if the company's product is service. In banking, the competitive edge is almost exclusively

derived from the quality of service. Many industries along with banks are paying greater

attention to customer service quality and customer satisfaction for reasons such as increased

competition and deregulation. Figures of various surveys have shown that the costs of

acquiring a new customer are more expensive than retaining accessible ones. Therefore

customer satisfaction, customer relationships and service quality became a serious issue. My

work experience is based on a different department of Southeast Bank, Barisal Branch. I have

worked in CS (Customer Service Department) but at the same time I had access to other

department to observe there operation and activities. Therefore I had some limitation to work

in other department.

4.4 METHODOLOGY

This study is to examine the satisfaction level of debit card users in Southeast Bank Ltd.

Customers’ satisfaction can be measured by conducting survey which is based on

questionnaire. This study has used both primary and secondary data but it is mainly based on

primary data. To achieve the objectives of the study, the primary data were collected through

interviewing the debit card users by using a questionnaire. The questionnaire was divided into

two sections- demographic section and analytic section. Demographic section includes

information about respondents’ age, sex, educational qualification, profession, income level,

duration and frequency of debit card usage habits. Analytic section covers the questions

related to users’ problems and satisfaction of using debit card and their preference and

opinion related to the debit card. For measuring customers’ satisfaction, a 5 point Likert scale

has been used ranging from highly dissatisfied=1to highly satisfied=5. This study is focused

on the card users of Barisal city. The sample size was 100 customers who are the users of

debit cards in Barisal city. There are many commercial banks in Barisal city. Among these,

debit card users of Southeast Bank Ltd. have been selected for the survey. The cluster

sampling method as well as random sampling method was used in selection of respondent.

Secondary data has been collected from different books, web portals, articles etc. For

analyzing the data different statistical tools like Mean, Standard Deviation has been used.


The research is based on explanatory in terms of research type. Exploratory research is one

type of research design, which has as its primary objective the provision of insights into and

comprehension of the problem situation confronting the researcher. Exploratory research is

used in case of problem must define more precisely, identify relevant courses of action, or

gain additional insights before an approach can be developed. When an issue is encountered

that is already known and have a description of it, there might arise need to begin to wonder

why things are the way they are. The desire to know the reason to explain is the purpose of

exploratory research. This research process is flexible and unstructured. By doing

explanatory research it will be helpful to study about customer’s satisfaction of Southeast

Bank Limited.

4.4.1. Data Collection Method

The primary sources of data include the followings:

Questionnaire development

Survey

Observation

Direct conversation with the clients

Face to face conversation

The secondary sources of data include the followings:

Annual report of SEBL

Different publications of SEBL

Internal records of the bank

Internet

4.4.2 Sampling Technique

Elements: Customers of SEBL, Barisal Branch is my elements of research.

Sampling size: Sample size of this study for questionnaire is 100 customers of SEBL.

Sampling method: In this research random sampling technique was used to collect data.


4.5 LIMITATIONS

In preparing this report some problems and limitations have encountered which are as

follows:

As the data, in most cases, are not in organized way;

Lack of opportunity to access to internal data;

Much confidential information was not disclosed by respective personnel of the bank;

Since the bank personnel were very busy, they could not pay enough time;

I had to base on secondary data for preparing this report;

Legal action related information was not available;

Sample size is too small then the actual population size;

Respondents wear not much serious about the research;

Research is done in an informal way by non-professional researcher;

Research was based Southeast Bank Barisal Branch;

Many respondent intentionally tried to provide wrong information

4.6 INTERPRETATIONS

4.6.1 Demographic Characteristics of Respondents

Some important demographic information of the samples has been considered. Out of 100

respondents 79% are male and 21% are female. Data have been collected from separate age

group. Majority (59%) of the respondents belong to the age group 21-30. 30% of the

respondents are from 31-40 age group and 8% respondents represent age group 41-50.

Among the 100 respondents, most of the users (52%) are post graduate, 23% are graduate and

22% belongs to educational qualification of HSC. 50% of the users are married and rest 50%

are unmarried. Debit card users who are engaged in service are 60%, 19% are doing business

and 19% are student. Rest 2% respondents are house wife. 28% of the users’ income level is

below BDT 25000, 46% earned between BDT 25001-50000 and only 5% have an income

level above BDT 100000. The analyses of this information are given below.


4.6.2 Questioners Analysis:

1. ATM booth is highly secured for transaction.

The analysis concluded that as high as 39% of SEBL respondents strongly disagree, 23%of

respondents disagree agree, 12% respondents neutral, 12% respondents agree & 14%

respondents strongly agree to the statement of ATM booth is highly secured for transaction.

Mean & std. Deviation is 3.6 and 1.4. This concludes that customers feel unsecured for debit

card transaction.

2. There are always enough security guards to monitor the customers at ATM points.

The frequency table shows that most of the customers are satisfied with the number of the

employees with a response of 39 percent who are followed by agree response. Finally, only

23 percent respondents were found to be dissatisfied with the service of the organization. The

mean of the questionnaire is 3.15 with a standard deviation of 1.388 which indicates that the

behavior of the employees is very good and most of the customers are satisfied with the

available of employees.

CSA1

Frequency Percent

Valid

Strongly Agree 14 14.0

Agree 12 12.0

Neutral 12 12.0

Disagree 23 23.0

Strongly Disagree 39 39.0

Total 100 100.0

Mean 3.610000

Std. Deviation 1.455710

CSA2

Frequency Percent

Valid


Agree 39 39.0

Neutral 3 3.0

Disagree 26 26.0


Total 100 100.0

Mean 3.150000



3. Banks constantly sent me alerts on ATM frauds.

In the table we can see that most of the customers have a moderate view of the Statement that

the organization with a number of 24 percent respondents while only 11 percent customers

are strongly disagree with the statement. On the contrary, respectively 12and 25 percent

respondents were agree with the statement. The mean of the responses, which is 2.97 with

standard deviation of 1.19, indicates that most customers have a moderate view of the

physical environment of SEBL.

4. Sometimes I use the ATM while other customers stand beside me.

The analysis concluded that as high as 39% of SEBL respondents strongly disagree, 23%of

respondents disagree agree, 25% respondents agree, 13% respondents disagree & 23%

respondents strongly agree to the statement. Mean & std. Deviation is 2.85 and 1.3. This

concludes that customers feel unsecured for debit card transaction.

CSA3

Frequency Percent

Valid


Agree 25 25.0

Neutral 28 28.0

Disagree 24 24.0


Total 100 100.0

Mean 2.970000


CSA4

Frequency Percent

Valid


Agree 20 20.0

Neutral 19 19.0

Disagree 25 25.0


Total 100 100.0

Mean 2.850000



5. Daily Transactions & withdrawal limits are sufficient.

The table shows that 35% of the customers agree that SEBL provides a reliable service with a

mean of 2.56 which indicates that most of the customers think neutral.

6. Annual fees for Debit Card is reasonable.

This question was asked to get an idea about the effect of fees for debit card of SEBL. The

table shows only 14 percent respondents agreed that Annual fees for debit card is reasonable

where 29 percent customers disagree. The mean of the answers is 3.23 which indicate that the

fee of SEBL debit card is reasonable.

CSB5

Frequency Percent

Valid


Agree 35 35.0

Neutral 9 9.0

Disagree 13 13.0


Total 100 100.0

Mean 2.560000


CSB6

Frequency Percent

Valid


Agree 14 14.0

Neutral 21 21.0

Disagree 29 29.0


Total 100 100.0

Mean 3.230000



7. Debit Card has no hidden charge.

The tables show that customers, 25 percent strongly disagree and 22 percent disagree. While

only 8 percent customers strongly agree that debit card has no hidden charge. This indicates

that customers are highly dissatisfied.

8. Purchasing of goods & services is easier through POS machine.

This question was asked to get an idea about the effect of POS machine. The table shows

only 11 percent respondents agreed that Purchasing of goods & services is easier through

POS machine where 22 percent customers disagree. The mean of the answers is 3.16 which

indicate that it is not easy to purchase through POS machine.

CSB7

Frequency Percent

Valid


Agree 23 23.0

Neutral 22 22.0

Disagree 22 22.0


Total 100 100.0

Mean 3.330000


CSC8

Frequency Percent

Valid


Agree 22 22.0

Neutral 26 26.0

Disagree 22 22.0


Total 100 100.0

Mean 3.160000



9. I prefer using ATM for my utility payments.

This question was created to know if the customer use debit card for utility payments. which

shows a very positive result. About 15 percent of the respondents strongly agreed that they

are likely to stay with the bank while 36 percent customers disagree and only 14 percent

customers said they are neutral. The mean of the variable is 3 which show customer doesn’t

prefer to use ATM for utility payment.

10. The features/characteristics of debit card mostly meet my preferences.

This question was designed to identify the features/characteristics of debit card that mostly

meet customer’s preferences. 38 percent customers agreed with the statement where only 18

percent customers disagreed. The mean was only 2.53 with a standard deviation of 1.43

which shows clients are not satisfied with the features.

CSC9

Frequency Percent

Valid


Agree 24 24.0

Neutral 14 14.0

Disagree 36 36.0


Total 100 100.0

Mean 3.040000


CSC10

Frequency Percent

Valid


Agree 38 38.0

Neutral 8 8.0

Disagree 9 9.0


Total 27 27.0

Mean 2.530000



11. Processing time of ATM is satisfactory.

The tables show that customers, 40 percent disagree and 15 percent disagree, where only 7

percent strongly agree. Mean & std. deviation is 3.3 and 1.1 respectively, which indicate that

customers are not satisfied with the processing time of SEBL ATM.

12. Card replacement process (in case of lost, damage) is faster.

The tables show that customers, 29 percent disagree and11 percent disagree, where only 8

percent strongly agree. Mean & std. deviation is 3.07 and 1.1 respectively, which indicate

that customers are not satisfied with replacement processing time of SEBL ATM.

CSD11

Frequency Percent

Valid


Agree 23 23.0

Neutral 15 15.0

Disagree 40 40.0


Total 100 100.0

Mean 3.330000


CSD12

Frequency Percent

Valid


Agree 28 28.0

Neutral 24 24.0

Disagree 29 29.0


Total 100 100.0

Mean 3.070000



13. ATM machine are user friendly.

The analysis concluded that as high as 41% respondents agree, 16%of respondents strongly

agree, 20% respondents neutral, 16% respondents disagree & 7% respondents strongly

disagree to the statement. Mean is 2.57 and std. deviation id 1.1 which indicate that atm

machine are user friendly.

14. Speed of the delivery of ATM card is faster.

The analysis concluded that as high as 29% respondents disagree and strongly disagree, 8%

of respondents strongly agree, 19% respondents neutral, 15% respondents agree to the

statement. Mean is 3.56 and std. deviation id 1.27 which indicate that speed of debit card

delivery is not enough.

CSD13

Frequency Percent

Valid


Agree 41 41.0

Neutral 20 20.0

Disagree 16 16.0


Total 100 100.0

Mean 2.570000


CSD14

Frequency Percent

Valid


Agree 15 15.0

Neutral 19 19.0

Disagree 29 29.0


Total 100 100.0

Mean 3.560000



15. Sufficient cash is available in ATM booth.

This question was designed to identify the availability of cash in atm booth. 24 percent

customers agreed with the statement where 39 percent customers disagreed. The mean was

only 3.09 with a standard deviation of 1.18 which shows clients are not satisfied.

16. Different valued notes are available in ATM booth.

The analysis concluded that as high as 24% respondents disagree and strongly disagree, 11%

of respondents strongly agree, 24% respondents neutral, 26% respondents agree to the

statement. Mean is 2.90 and std. deviation id 1.24 which indicate that different value note are

not available in everywhere.

CSE15

Frequency Percent

Valid


Agree 24 24.0

Neutral 18 18.0

Disagree 39 39.0


Total 100 100.0

Mean 3.090000


CSE16

Frequency Percent

Valid


Agree 26 26.0

Neutral 24 24.0

Disagree 24 24.0


Total 100 100.0

Mean 2.900000



17. Fake/mutilated notes are never delivered from ATM booth.

The analysis concluded that as high as 29% respondents agree, 12%of respondents strongly

agree, 15% respondents neutral, 26% respondents disagree & 18% respondents strongly

disagree to the statement. Mean is 3.09 & std. deviation is 1.32 that indicate SEBL never

delivered fake note & customer are satisfied.

18. I use other banks ATM with my bank ATM card easily.

The tables above 18 percent agreeing with the statement, where 15 percent respondents

strongly agreed and most of the customer 33 respondents disagreed. The mean was 3.23 with

a standard deviation of only 1.35 which indicates that the bank has a bad image in this

respect.

CSE17

Frequency Percent

Valid


Agree 29 29.0

Neutral 15 15.0

Disagree 26 26.0


Total 100 100.0

Mean 3.090000


CSF18

Frequency Percent

Valid


Agree 18 18.0

Neutral 15 15.0

Disagree 33 33.0


Total 100 100.0

Mean 3.230000



19. Fees for use of other banks booth are reasonable.

The tables above 32 percent agreeing with the statement, where 3 percent respondents

strongly agreed and most of the customer 23 respondents disagreed. The mean is 3.o5 with a

standard deviation of only 1.01 which indicates that the bank has a good image in this

respect.

20. Availability of ATM booth is enough in Barisal city.

The tables above 8 percent agreeing with the statement, where 6 percent respondents strongly

agreed and most of the customer 46 respondents disagreed. The mean is 4.26 with a standard

deviation of only .848 which indicates that atm booth is not available in Barisal city.

CSF19

Frequency Percent

Vali

d


Agree 32 32.0

Neutral 30 30.0

Disagree 27 27.0


Total 100 100.0

Mean 3.050000


CSF20

Frequency Percent

Valid


Agree 8 8.0

Neutral 40 40.0

Disagree 46 46.0


Total 100 100.0

Mean 4.2600

Std. Deviation .84829


4.7 FINDINGS

o The Bank does not have sufficient number of ATM in Barisal city.

o The Banks ATM service is not prompt and delivery is not due dated.

o The ATM cards of SEBL do not lasts to it expire date.

o Southeast Bank does not response quickly to ATM card problem.

o SEBL Barisal branch has not adequate number of ATM booth in the city.

o ATM service coverage of SEBL is very narrow.

o SEBL has maintained lengthy process in maintaining record for any types of data

sending and receiving such as issuing debit card and cheque book.

o The branch does not do any treasury function. It is rather done by Head Office.

o Customer feels unsecured in ATM transaction.

o Annual fees for debit card are much more comparing to other banks.

o Daily transaction and withdrawal limit is sufficient.

o The processing time of ATM is more.

o Customer can use other banks booth for transaction by paying charge.

4.8 RECOMMENDATIONS

o Southeast Bank should available ATM in useful location.

o Southeast Banks should focus on the promptness of service or delivery.

o Southeast Banks ATM card should be durable.

o Southeast Bank should response quickly about ATM card problem.

o Banks should improve the network service quality so that customers are not refused

when they go to ATM booth.

o As customers want to be updated about their account balance, debit card transaction

should provide receipt always.

o Banks should increase their own booth. As own booth is cost free, customers always

prefer to use it.

o Some customers have recommended that banks should reduce the transaction cost of

Debit card. They have to pay this cost when use other bank’s ATM booth.

o The bank should decrease annual fees.

o The bank should increase technological advancement so that they can deliver debit

card from the branch.


4.9 CONCLUSION

It is concluded the study based on the findings, that respondents of the SEBL satisfies from

the ATM service. Respondents also prefer convenience and comfort of the ATM locations in

the city. The most important issue the bank administration should concentrate on proper

mechanism on Grievances settlement; besides that, customer’s data is increasing day by day

correspondingly the number of ATMs should be increased, so it leads to customer’s

satisfaction. Finally after analyzing the data it is found that the comfort and flexibility of

Southeast Bank ATM card is significantly low. First of all the density of ATM booth is lower

than needed. More over many people have to wait for a long time in a queue. Then it is also

difficult to use ATM card abroad and online. At the same time most of the customer doesn’t

know the details use of ATM card in online. Although a number of issues made customer

despondent, after all the facility and service they are having from Southeast Bank is worthy in

cost and relatively better in compare to other banks.


4.10 REFERENCES

1. Cronin, J.J. and S.A. Taylor (1992), "Measuring service quality: A Reexamination and

extension", Journal of Marketing, vol. 60, July, pp. 55-68.

2. Elias, A.H. (1982), "Indian Banking Service", Journal of Indian Institute of Bankers, vol.

35, No. 3, pp. 119-124.

3. Hazlina Abdul Kadir, Nasim Rahmani, Reza Masinaei (2011), “Service Quality Analysis:

An Application on Online Banking And ATM Facilities”, International Conference on

Economics and Finance Research, IPEDR vol.4.

4. Kothari C.R. (1996), Research Methodology, CBS Publishers and Distributors Pvt. Ltd.,

New Delhi.

5. Kotler Philip (2003), Marketing Management, Eleventh Edition, Pearson education, Asia,

New Delhi.

6. Levesque, T and GHG Mc Dougall (1996), "Determinants of customer satisfaction in

Retail Banking", International Journal of Bank Marketing, Vol. 14, No. 7, pp. 12-20.

7. Massad, Nelson and Heckman, Robert, and Crowston, Kevin (2006), “Customer

Satisfaction with Electronic Service Encounters”, International Journal of Electronic

Commerce, Volume10, Number 4.

8. Kumbhar V.M.(2011), Customers Satisfaction in ATM service An Empirical Evidences

from Public and Private Sector Banks in India, Management Research and Practice, Vol. 3

Issue 2, pp-275-286

9. Singh, Shamsher (2011), “The impact of ATM services on customer satisfaction in Indian

banks”, International Journal of Financial Services Management, Vol. 5, No.2, pp. 177 – 196

10. V. M, Kumbhar (2011), “Reliability and Validity of 'eBankQual' Scale in ATM Service

Settings: A Study”, Vinimaya journal of NIMB, Pune, Vol. XXXI, No. 4.


APPENDIX

Questioners

Dear Respondent,

I am pleased to inform you that you have been selected to be part of a study entitled

“Measuring Customer Satisfaction Level of Debit Cardholders of Southeast Bank

Limited”. The study aims at finding out comparative investigation of the customer

satisfaction in terms of ATM service of Southeast Bank Ltd. & Dutch-Bangla Bank Ltd.

Kindly fill up the form, which would take you less than 10 minutes. I will be grateful to you

for your kind support and cooperation. And, I will hold your answers in utmost confidence.

Please put a (√) mark to indicate your preference.

With best regards,

Md. Liman Bakhtiar



Respondent’s Profile:

Name: ……………………………………………………………

Name of the Bank & Branch: ………………………………........

Age: …………………

Sex: [ ] Female [ ] Male [ ] Others, please specify: ……………….

Marital Status: [ ] Single [ ] Married [ ] Divorced [ ] Widowed

Educational qualification: [ ] Below SSC [ ] SSC [ ] HSC [ ] Graduate [ ] Post

Graduate [ ] others (please specify).............................

Status of use: [ ] Less than 1 year [ ] 1 – 5 years [ ] 6 – 10 years [ ] 11 – 15 years [ ]

More than 15 years

Frequency of use per month: [ ] 1-3 times [ ] 4-6 times [ ] 7-9 times [ ] 10 or more

than 10 times

Most often use services: [ ] Cash Withdrawal [ ] Balance Checking [ ] Both Cash

Withdrawal & Balance Checking [ ] Purchasing [ ] Both Cash Withdrawal & Purchasing

[ ] Cash Deposit [ ] Payment of Bills [ ] Others (please specify)...........................

Please Turn Over


Specific Questions

A. Safety and Security Strongly

disagree

Disagree Neutral Agree Strongly

agree

01. ATM booth is highly secured for

transaction.

02. There are always enough security guards

to monitor the customers at ATM points.

03. Banks constantly sent me alerts on ATM

frauds.

04. Sometimes I use the ATM while other

customers stand beside me.

B. Transaction and Cost Strongly

disagree


agree

05. Daily Transactions & withdrawal limits are

sufficient.

06. Annual fees for debit card is reasonable.

07 Debit card has no hidden charge.

C. Utility Services Strongly

disagree


agree

0.8 Purchasing of goods & services is easier

through POS machine.

0.9 I Prefer using ATM for my utility

payments.

10. The features/characteristics of debit card

mostly meet my preferences.

D. Card Processing Strongly

disagree


agree

11. Processing time of ATM is satisfactory.

12. Card replacement process (in case of lost,

damage) is faster.

13. ATM machine are user friendly.

14. Speed of the delivery of ATM card is

faster.

E. Availability Of Cash Strongly

disagree


agree

15. Sufficient cash is available in ATM booth.

16. Different valued notes are available in

ATM booth.

17. Fake/mutilated notes are never delivered

from ATM booth.

F. Other Banks Booth And Availability Strongly

disagree


agree

18. I use other banks ATM with my bank

ATM card easily.

19. Fees for use of other banks booth are

reasonable.

20. Availability of ATM booth is enough in

Barisal city.

Signature of the Respondent ………………………….

Thank You Very Much for Your Valuable Time, Cooperation, Patience & Information.