Employee Roles in Service Delivery: A study on EXIM Bank Ltd. Feni Branch

Abstract

The aim of this report is to analyze the employee roles in service delivery in the EXIM Bank Ltd. This study uses the service quality dimensions in relation to the employees’ role played to the customer service. The variables considered for analysis include tangibility, reliability, responsiveness, assurance, and empathy. This three-month study at the Export-Import Bank of Bangladesh Limited Feni Branch examines how do employees show their tangibility aspect, develop reliability, show responsiveness, ensure assurance and remain empathic with the customers. In addition, this report acknowledges different banking functions and day-to-day banking operations on my way to complete an internship. In this paper, I have explained my best in respect of my real life experience gathered from different departments. This report contains three main chapters. The first chapter deals with an introduction, Motivation for the study, Objective of the study, Scope of the study, Significance of the study. Second chapter contain History of EXIM Bank, Nature of Business, EXIM Bank Limited at a Glance, Branch Network, Corporate Vision, Corporate Mission, Corporate culture, Banking with Shariah Principles, Products of EXIM Bank, Corporate Social Responsibility of EXIM Bank, 7 Ps’ of EXIM Bank, Literature Review, Study Variables, Hierarchy Structure of EXIM Bank Limited. Third chapter emphasis on Introduction, Population, and Sample for the Present Study, Measurement, Data Collection procedures, Data Analysis, Findings & Discussion, Research Implication/Recommendation, Conclusion. From the study, it is evident that with the employees’ tangibility role, customers are more comfortable with the EXIM Bank services. Based on the findings several recommendations are forwarded.