This document is an internship report on customer satisfaction at Exim Bank's Ladies Branch in Uttara, Bangladesh. The objectives are to measure customer satisfaction, identify customer satisfaction levels, find customer problems, and provide solutions. Customer satisfaction was analyzed through surveys of current and savings account holders. The findings show most customers are satisfied or somewhat satisfied with employee behavior, service charges, prompt service, problem solving, record keeping, technology, loans, and transaction safety. Recommendations include expanding branches, simplifying account opening, improving marketing, reducing fees, adding ATMs, and maintaining competitive interest and charges. In conclusion, most Exim Bank customers have positive perceptions of service quality.

1. 1

2. Prepared by
• Mabruka Khanam Mim
• Id No:141-11-709

3. Presentation Topic:
Internship Report
on
Customer Satisfaction of Exim Bank
(A Case Study of Exim Bank Ladies Branch)

4. Objectives
Broad Objective:
The general objective of this study was to complete the internship program and submit a report
on customer satisfaction on Exim Bank Ladies Branch at Uttara. As per requirement of BBA
program of Northern University Bangladesh.
Specific Objective:
•To measure the customer satisfaction of Exim Bank, Ladies branch at Uttara.
•To identify the customers’ satisfaction of Exim Bank, Ladies Branch at Uttara.
•To find out the customers problems Exim Bank, Ladies Branch, at Uttara .
• Provide probable solutions of customers’ problem faced at Exim Bank, Ladies Branch at
Uttara .

5. General Banking:
• General Banking Department:
General banking is the starting point of all the banking operations. It is the department,
which provides day to day services to the customers. Every day it receives deposits from the
customers and meets their demand for cash by honoring cheques. It opens new accounts,
remit funds, issues bank draft and pay orders etc. Since bank is confined to provide the
services every day, general banking is also known as “Retail Banking”. In UBL the
following
departments are under general banking section:

6. Continued
Various types of account offered by EXIM Bank
General Banking
Account Opening & Closing Section
Deposit Section
Cash Section
Remittance Section
Clearing & Bill Collection Section

7. Customer Satisfaction Level on
Exim Bank
• Making Questionnaire
• Survey
• Analysis of survey data
• Finding from the analysis
• Result

8. Analyzing Customer Satisfaction
Table 1: Responses of Customers regarding the Service provided to
them
Nature of
Account
Level of Satisfaction
---
Highly
Satisfied
(%)
Satisfied
(%)
Neither
Satisfied
Nor
Dissatisfie
d
(%)
Dissatisfie
d
(%)
Highly
Dissatisfie
d
(%)
Overall
Satisfactio
n
Mean
Current
Account
Holders
56 40 04 00 00 4.52
Savings
Account
Holders
52 48 00 00 00 4.52

9. Analyzing Customer Satisfaction
Table 2: Responses of Customers regarding the attentiveness of the employees
Nature of
Account
Level of Satisfaction
---
Highly
Satisfied
(%)
Satisfied
(%)
Neither
Satisfied
Nor
Dissatisfi
ed
(%)
Dissatisfi
ed
(%)
Highly
Dissatisfi
ed
(%)
Overall
Satisfacti
on
Mean
Current Account
Holders
84 12 04 00 00 4.80
Savings Account
Holders
48 52 00 00 00 4.48

10. Analyzing Customer Satisfaction
Table 3: Responses of Customers regarding the speed of service provided to them by the Bank
Nature of
Account
Level of Satisfaction
---
Highly
Satisfied
(%)
Satisfied
(%)
Neither
Satisfied
Nor
Dissatisfied
(%)
Dissatisfied
(%)
Highly
Dissatisfied
(%)
Overall
Satisfacti
on
Mean
Current
Account
Holders
48 44 08 00 00 4.40
Savings
Account
Holders
12 80 08 00 00 4.04

11. Analyzing Customer Satisfaction
Table 4: Responses of Customers regarding the efficiency of the Branch
Nature of Account Level of Satisfaction
---
Highly
Satisfied
(%)
Satisfied
(%)
Neither
Satisfied
Nor
Dissatisfi
ed
(%)
Dissatisfie
d
(%)
Highly
Dissatisfie
d
(%)
Overall
Satisfactio
n
Mean
Current Account
Holders
32 52 16 00 00 4.16
Savings Account
Holders
16 72 12 00 00 4.04

12. Analyzing Customer Satisfaction
Table 5: Responses of customers regarding the interior and environment of the Branch
Nature of
Account
Level of Satisfaction
---
Highly
Satisfied
(%)
Satisfied
(%)
Neither
Satisfied
Nor
Dissatisfi
ed
(%)
Dissatisfi
ed
(%)
Highly
Dissatisfi
ed
(%)
Overall
Satisfacti
on
Mean
Current Account
Holders
80 20 00 00 00 4.80
Savings Account
Holders
68 32 00 00 00 4.68

13. Findings
• 50% of the customers are somewhat satisfied with the employee behavior.
• 44% customers are satisfied and 34% are somewhat satisfied with the service charge of Exim
Bank.
• 34% of the customers are satisfied and 30% are somewhat satisfied with the Prompt and
accurate service by Exim Bank.
• 66% of the customers are satisfied with the problem solving skills of the employee.
• 20% of the customers are satisfied with the, 26% fully satisfied and 34% are somewhat
satisfied with the ensuring error free record done by Exim Bank.
• 52% of the customers are somewhat satisfied and 30% are fully satisfied about the modern
and updated technology used by Exim Bank.
• 62% of the customers are satisfied with the Loan procedure of the Exim Bank.
• 48% of the customers are fully satisfied and 32% are satisfied with the safety of banking
transaction through Exim Bank.

14. Recommendations
a) A need to extend branch network and more new branch to be opened in other Cities and Towns of
Bangladesh to reach out the Potential Customers.
b) Difficulties in account opening procedure should be reduced.
c) They should also focus on the marketing aspects to let customers know about their products and offerings
and more promotion should be given to attract new customer.
d) EXIM should reduce their ATM and Credit card charge. Extra charge is discouraging customers to make
business with EBL.
e) As long queues are found in the first week of the month and on Sunday as well as on.
f) For cash withdrawals and deposits more ATM can be installed in major cities and towns across the
country through which customers can easily get access to their Accounts.
g) As the competitors offering a higher interest rate on deposits and lower charges in loans, Exim Bank
should think about it and if possible then maintain the interest rate and bank charges as similar as to its
competitors.

15. Conclusion
• Banking Industry in Bangladesh is now in right track. The bankers are
contributing much than the previous years for the growth and development of the
country. Banking is becoming more and more vital for economic development of
Bangladesh in mobilizing capital and others resources. As an organization, the
Exim Bank has earned the reputation of top banking operation in Bangladesh.
The organization is much more structured compared to any other local bank
operating in Bangladesh. It has a reputation as a partner for growth. Transparent
and quick decision making, efficient team of performance, satisfied customers,
online banking, effective internal control, diversification of investments etc. are
the major strengths of Exim Bank. After doing this intern report I have found
that most of the customers of Exim Bank have positive perception towards its
service quality. Thus, it is expected that the service quality of Exim Bank will be
increased day by day and it will achieve more popularity among the people in
future.