Analyzing Customer Satisfaction: A Study of General Banking Activities in Southeast Bank Ltd.

Abstract

Bank performs basically two functions i.e. General Banking function and Loans & advances function including foreign exchange. The General banking services of SEBL includes taking of deposits in the form of Current Deposit Account, Savings Bank A/C, Special Savings Deposit Account, Short Term Deposit A/C, Fixed Deposit Receipt. In the inland remittance section it issues TT, P0, DD, etc. It provides any branch online banking facility. It also includes cash section, IT section, Clearing section, dispatch section. Lending is by far the most significant function of modern banks. The profitability of a bank always depends on the proficient manner and the avenues in which its resources are employed to yield the maximum income. Lending to the customers helps for development of trade, commerce, industry and agriculture. The fi¬nancial statements for 2009 bear testimony of the Bank’s excellent performance and sound health. The dedication of a visionary management team along with its highly professional and experienced workforce operating under the guidance of a learned and prudent Board have made 2009 a successful year for the Bank. In order to keep abreast with the prevailing market scenario Southeast Bank has already strengthen its position in the industry. The Bank has grown well in its 15th year of business, expanded its coverage of financial products and customer segments and enhanced its service capabilities across multiple channels. But recent years the bank is challenged by some of the prominent private banks. Investigation finds that due to dissatisfaction of internal and external customers, lack of promotional activities and other tangibles it is lagging behind in spite of having previous healthy scenario.