Customer Relationship Management A Study on Eastern Bank Limited (EBL). For more details, check out the presentation.

1. Customer Relationship
Management A Study
on Eastern Bank
(EBL)

2. Introduction
 Eastern Bank Limited (EBL) is a private commercial bank and its
headquarter located in Dhaka, Bangladesh.
 It was established in 1992.
 It has 59 branches in Bangladesh.
 The bank has around 3000 employees.
 At present EBL has 194 ATMs open for 24 hours for the customer service.

3. Materials and Method
 primary data
 secondary data
 Sample of 30 existing people (student, service holder, and businessman)
 Kalpana House, 169 Gulshan Avenue Gulshan North, Dhaka-1212.
 Conducting survey based on 10 questionnaires
 Use both descriptive and informative to present data

4. Limitation
 Shortage of time
 Secured information
 Low sample size

5. Survey Results and Analysis
 The factors that affect CRM are Communication, Interpersonal Relationship
and the Efficiency
 Gender male 75% and female 25%
75%
25%
Percentage
Male Female

6. Age
Age Number Percentage
15-25 7 23%
26-35 13 43%
36-45 8 27%
46 and above 2 7%

7. Communication
0
2
4
6
8
10
12
14
Strongly agree Agree Neutral Disagree Strongly disagree
5
13
9
2
1
Communication
percentage

8. Interpersonal Relationship
0
2
4
6
8
10
12
14
Strongly agree Agree Neutral Disagree Strongly disagree
7
14
6
2
1
Interpersonal Relationship
Percentage

9. Efficiency
0
2
4
6
8
10
12
Strongly agree Agree Neutral Disagree Strongly disagree
4
12
9
3
2
Efficiency
Percentage

10. Discussion
 based on 30 customers on different age group
 they are all satisfied with the communication, interpersonal relationship and
efficiency of Eastern Bank Limited (EBL).
Conclusion
 Eastern Bank Limited (EBL) is doing its work properly because it has a good
relation with its customer
 Most of the customer are at the age between 26-35 and most of them are
male
 It is highly recommended to the future researchers to get more sample size to
do this research again