Service Quality Audit and Service Strategy of Southeast Bank Limited

Abstract

Bank is a financial institution that words to meet the financial requirements of individuals and organization in a country. As a reputed private commercial bank in Bangladesh, Southeast Bank Limited is playing its key role from the very beginning of its inception. The purpose of this report is to do an audit on the service quality and service strategy of Southeast Bank Limited. Southeast Bank provides various product and services through its various section including service section, loan section, card section and cash section to its customers. The report examines the activities of Southeast Bank as one of the top non-governmental organizations. In this report, I have focused mainly on Southeast Bank Ltd.'s "Quality of Service and Monitoring Strategy". General banking operations include all general activities performed by the bank.

In examining the service quality and strategy of Southeast Bank Limited this study has done an interview to gather knowledge on the present practices of Southeast Bank Limited interns of the said target. To understand the present practices questions relating to understanding customer expectation through research, upward communication, relationship focus, and service recoveries are asked. In addition, service performance, role fulfillment by customers, balance between demand and capacity, communication, promotional activities, charges and cost, and promises related questions are also asked to ensure that and in-depth understanding is apparent on the study objectives. Other aspects like service design and standards relating to presence of customers-oriented standards and appropriate physical evidence and servicescape and corporate social responsibilities of Southeast Bank Limited are also included. Bases on the findings and internship experience and responsibility, several recommendations for Southeast Bank Limited are forwarded.