INTERNSHIP REPORT ON “Measuring Customer Satisfaction Level of Debit Cardholders of Southeast Bank Limited”.

INTERNSHIP REPORT
ON
“Measuring Customer Satisfaction Level of Debit Cardholders of
Southeast Bank Limited”.
Supervised By:
Md. Mahiuddin Sabbir
Lecturer
Department of Marketing
University of Barisal
Prepared By:
Roll: MKT 036/8
Session: 2011-12
UNIVERSITY OF BARISAL
Date of Submission: August 14, 2016
cell:+8801755215646
email:bumktliman@gmail.com

Letter of Transmittal
August 14, 2016
Lecturer
Subject: Submission of Internship Report.
Dear Sir,
It is my pleasure to submit the Internship report titled “Measuring Customer Satisfaction
Level of debit Cardholders of Southeast Bank Limited” to you at due time which is an
integral part of my degree requirement. The extent of the report is only within the periphery
of Barisal Branch. I have completed my internship program at Barisal Branch of Southeast
Bank Limited in three months’ time. I got huge amount of support and information for
preparing my report promptly. I also gathered different types of information about banking
practices which can be applied in real professional life. I have a strong belief that the report
will fulfill your expectation and I have tried to give my best effort so that I can prepare a
concrete report as per your instruction. I would be very grateful if you accept my report. Your
kind consideration and cooperation will be highly appreciated.
Sincerely Yours,
……………………
Md. Liman Bakhtiar
Roll: MKT- 036/8
Session: 2011-12

ACKNOWLEDGEMENT
For making a study report, a sincere supervision, and guidance of expert and experienced
professionals are required. I have received sincere co-operation, valuable suggestions,
inspirations, and references from my respected teachers and the executives of Southeast Bank
Ltd. (Barisal Branch). First of all, I express my profound gratitude to my supervisor Md.
Mahiuddin Sabbir, Lecturer, University of Barisal for providing his important instructions,
proper suggestions and corrections for improvement. I like to express my thanks and deepest
gratitude to the staff of Southeast Bank Ltd. (Barisal Branch) for giving me the opportunity,
appointment for the internship program that I have completed. It is my pleasure to extend my
heartiest gratitude to Mr. Shaikat Sanker Das, Senior vice presedent & Head of Branch & Mr.
H.M Ziaul Haque, Senior principle officer & operation Manager, Southeast Bank Limited,
Barisal Branch for their endless support and also providing me with all the materials that was
required for preparing my report. I will never forget their kind and friendly behavior. Finally,
I would like to convey my gratitude to all my teachers, friends and my family members who
extend their support to prepare this report.

DECLARATION
I do hereby solemnly declare that the work presented in this internship report named
“Measuring Customer Satisfaction Level of Debit Cardholders of Southeast Bank Limited”
has been carried out by me and has not been previously submitted to any university/ college/
organization for an academic qualification/certificate/ degree. The work I have presented
does not breach any existing copyright and no portion of this report is copied from any work
done earlier for a degree or otherwise. I further undertake to indemnify the development
against any loss or damage arising from breach of the foregoing obligations.
……………………
Md. Liman Bakhtiar
Roll: MKT- 036/8
Session: 2011-12

Faculty of Business Studies
Barisal-8200, Bangladesh
Tel: 0431-2177431, PABX: 0431-62744, Ext. 63477, Fax: 0431-61827,
www.barisaluniv.ac.bd
CERTIFICATE OF THE SUPERVISOR
I am pleased to certify that the internship report on “Measuring Customer Satisfaction Level of
Debit Cardholders of Southeast Bank Limited” prepared by Md. Liman Bakhtiar, bearing ID:
MKT-036/8, session 2011-12 of BBA program (Major in marketing), is approved for
submission. Md. Liman Bakhtiar bears a good moral character and a very pleasing
personality. I wish him all success in life.
Supervisor,
……………
Lecturer

PREFACE
Today we are very much involved in the Business World. Only book based knowledge is not
enough to cope with real business environment. Effective combination of theoretical
knowledge with practical experience is the key to success. Considering this, internship
Program is included in the degree, Bachelors of Business Administration, University of
Barisal. I have been selected for ‟Southeast Bank Limited”, as my field to conduct my
internship program which runs for three months only. I was much desired to perform an
exclusive internship. Though I tried my best to collect relevant and significant data as much
as possible and prepare the report with my best effort. I regret for any undue mistakes in this
report. If the report do little support to any student, teacher, researcher or analyst, I may
consider my effort does not go in vain.

EXECUTIVE SUMMARY
The main concern of this report is to find out the customer satisfaction of ATM card holder.
So the title of the report is “Measuring Customer Satisfaction Level of Debit Cardholders of
Southeast Bank Limited”. This report is a descriptive research which is based on both
qualitative and quantitative data. Exactly 100 participants have completed structured
questioner and interviews. According the research problem research methodology was
selected and after analyzing the data it is found that the customer somewhat dissatisfied with
SEBL, although there is a number of objection among them. To increase the customer
satisfaction SEBL can take a number of initiatives like – taking initiative to eliminate wrong
information about SEBL ATM card, broadening internet banking and online shopping and
most importantly increase the number of ATM booth. This internship report will give a
narrow idea about the customer satisfaction of SEBL along with my experience and a little
introduction of SEBL. Besides this report make some recommendation to improve customer’s
satisfaction. In a nutshell SEBL should emphasize on customers satisfaction much more to
maintain a smoother customer relation.

TABLE OF CONTENTS
Serial No. Page No.
Chapter 1: The Organization
1.0 Introduction 1
1.1 An Overview of Southeast Bank Limited 2-4
1.2 Principle Business Entities 5-6
1.3 Products And Services 7-10
1.4 Interest Rate & Benefits of Scheme 11
1.5 Hierarchy of SEBL 12-13
1.6 SWOT Analysis 14-16
1.7 Limitation of the study
Chapter 2: Job Description
2.0 Work Experience 17
2.1 My Roles and Responsibilities 17-18
2.2 Different Aspects of Job Performance 19
2.3 Observation & Recommendation 19-20
Chapter 3: Debit Card in Detail
3.0 What is Debit Card 21
3.1 History of Debit Card 21
3.2 Debit Card of Southeast Bank Limited 22
3.3 Features of SEBL ATM 22-23
Chapter 4: The project
4.0 Literature review 24
4.1 Origin of the report 25
4.2 Objective of the study 25
4.3 Scope of the study 26
4.4 Methodology 26-27
4.5 Limitations 28
4.6 Interpretations 28-38
4.7 Limitations 39
4.8 Recommendations 39
4.9 Conclusion 40
4.10 References 41
4.11 Questionnaire 42-43

“Measuring Customer Satisfaction Level of Debit Cardholders of Southeast Bank Limited”. Page 1
1.0 INTRODUCTION
Southeast Bank Limited is one of the leading private commercial banks having 123 branches,
across Bangladesh and plans to open more branches to cover the important commercial areas
in Dhaka, Chittagong, Sylhet and other areas in 2016. With a wide range of modern corporate
and consumer financial products SEBL has been operating in Bangladesh since 1995 and has
achieved public confidence as a sound and stable bank. In 2001, the bank introduced
automated branch banking system to increase efficiency and improve customer service. In the
year 2005, the bank moved one step further and introduced ATM services for its customers.
Since bank’s business volume increased over the years and the demands of the customers
enlarged in manifold, the technology has been upgraded to manage the growth of the bank
and meet the demands of the customers. In January 2007, SEBL successfully launched
Online Banking Services which facilitate any Branch Banking, ATM Banking, Phone
Banking, SMS Banking, & Internet Banking to all customers. Customers can now deposit or
withdraw money from any Branch of SEBL nationwide without needing to open multiple
accounts in multiple Branches. Via Online Services and Visa Electron (Debit Card), ATMs
now allow customers to retrieve 24x7 hours Account information such as account balance
checkup through mini-statements and cash withdrawals. SEBL has successfully introduced
Visa Credit Cards to serve its existing and potential valued customers. Credits cards can now
be used at shops & restaurants all around Bangladesh and even internationally. SEBL is a
customer oriented financial institution. It remains dedicated to meet up with the ever growing
expectations of the customer because at SEBL, customer is always at the center.

1.1 AN OVERVIEW OF SOUTHEAST BANK LIMITED
The emergence of Southeast Bank Limited into banking industry of Bangladesh was at the
stage of liberalization of global economic activities in 1995. The experience of the prosperous
economies of the Asian countries and in particular of South Asia; has been the driving force
and the strategic operational policy option for the Bank. The philosophy of the bank is “A
Bank with Vision" has been precisely an essence of the legend of success in the Asian
countries. Southeast Bank Limited was established in 1995 with a vision to become a leading
banking financial institution of the country and contribute significantly to the growth of the
national economy. It is one of amongst the fast moving, conventional financial institution; a
scheduled private commercial bank which established under the domain of Bank Company
Act of 1994 and incorporated as a public limited company under Companies Act, 1994. The
Bank started commercial banking operations effective from May 25, 1995 with an authorized
capital of Tk 500 million and Paid up Capital of Tk. 100 million. During this short period of
time this organization has managed to successfully position itself as a progressive and
dynamic financial institution of the country. The financial strength of its portfolio has upward
trend for several years. The bank obtained mentionable achievement within a period of 21
years of its operation and met up requirements of Bangladesh Bank. In the recent period of
the economic slowdown, the bank’s asset and investment portfolio is fair enough than other
banks. The bank had been widely acclaimed by the business community, from small
entrepreneurs to large traders and industrial conglomerates including the top rated corporate
borrowers for its forward - looking business outlook and innovative financial solutions. The
products and services provided by this bank is wide and competitive, includes conventional
deposit-loan products, trade finance, project finance, risk management, underwriting, foreign
exchange, guarantees, credit and debit cards, Islamic banking and many more. Within a very
short interval of time, it has been managed to create good brand image and significant
reputation in the banking industry. Presently, it has 123 branches all over the country. It
maintains correspondence with more than 25 foreign financial institutions in business
intensive countries of the world to bolster the trade finance and foreign exchange activities. It
also has planned the spread its name and credentials across the country. Southeast Bank
Limited has consistently turned over good returns on assets and capital. The bank has
maintained good proportion of debt-equity and reserve ratio in considering the betterment of
its stakeholders. In spite of complex business environment and default culture, quantum of
classified loan in the Bank is very insignificant. It has been growing fast as one of the leaders

of the new generation banks in the private sector in respect of business and profitability as it
is evident from the financial statements. The bank has been graded a top class bank in the
country through internationally accepted CAMEL rating. The banks decision making
authority is chaired by great business professional and tycoons who are leading the bank to a
new height in this competitive market place by using their expertise, knowledge and
visionary attitude towards growth. They are struggling to create an environment of trust and
discipline that will drive the employees to the objective. The human resources of the bank is
perfect blending of all types of professional, they have a strong focus of women employment
and indiscriminating business practice. They also conduct high degree of social welfare
activities through the SEB Foundation to support the underprivileged classes in education,
health, agriculture, training and empowerment also to other socio-economic development
sector. In a nutshell, SEBL is determined to remain competitive and contemporary to the
market and industry upon major business and performance evaluators.

Corporate Profile
Name of the Company : Southeast Bank Limited
Legal Status : Public Limited Company
Date of Inception : March 12, 1995
Registered Office : Eunoos Trade Centre 52-53, Dilkusha C/A (Level 2,3
& 16) Dhaka-1000
Chairman : Alamgir Kabir, FCA
Vice Chairman : Ragib Ali
Managing Director : Shahid Hossain
Company Secretary : Muhammad Shahjahan
Line of Business : Banking (both Conventional and Islamic Banking)
Authorized Capital : BDT 15,000 million
Paid Up Capital : BDT 9,169.50 million
Date of Opening of First Branch : May 25, 1995
Year of Initial Public Offer : 1999
Stock Exchange Listing : April 10, 2000 (DSE) and April 24, 2000 (CSE)
Company Auditors : Howladar Yunus & Co. and Syful Shamsul Alam &
Co.
Tax Consultant : Akhter Zamil & Co.
Legal Advisors : The Legal Edge
Credit Rating : Credit Rating Information and Services Limited
(CRISL)
Validity of the Credit Rating : Up to June 22, 2016
No. of Foreign Correspondents : 811
Phone : 9571115 (Hunting)
Fax : 9550086, 9550093, 9563102 & 9567273
SWIFT : SEBDBDDHXXX
E-mail : info@southeastbank.com.bd
Website : www. southeastbank.com.bd
Name of the Bank’s Subsidiaries : Southeast Bank Capital Ser vices Limited
Southeast Financial Ser vices (UK ) Limited
Southeast Financial Ser vices (Australia) Pty Limited
Southeast Exchange Company (South Africa) Pty Ltd.

1.2 PRINCIPLE BUSINESS ENTITIES
The principles of doing business are an integral part of organizations operation, function,
prospect and positioning. The principles include its mission, vision, objectives, commitment
and competitive edges.
1.2.1 Mission: Southeast Bank Limited aims to become one of the leading banks in
Bangladesh by prudence, flair and quality of operations in their banking sector. The bank has
some mission to achieve the organizational goals time to time. Their mission statements are
not condensed into single sentences rather they have generalized their mission. Some of them
are mentioned in following-
 Fast customer service
 Suitable growth strategy
 High ethical standards in business
 Steady return on shareholders’ equity
 Innovative banking at competitive price
 Commitments to corporate social responsibility
 Attraction and retention of quality human resources
 High quality financial services with state of the art technology
1.2.2 Vision: The vision is the condensed figure of mission is long-term and their missions
are linked with vision.
 To be primer banking institute in Bangladesh and contribute significantly to the
national economy.
1.2.3 Objectives: Southeast Bank Limited is designed to provide commercial and
investment banking services to all types of customers ranging from small entrepreneurs to big
business firms. In this regard it emphasizes on the priority sectors of the economy like
agriculture, industry, housing and self-employment. Besides, the bank aims to provide
different customers friendly deposit and loan products in the field of personal banking to
fulfill the bank needs of individual customers. Some other objectives of SEBL are:

 Maintaining a high quality assets portfolio to achieve strong and sustainable returns
and to continuously build shareholders’ value.
 Maintaining adequate capital in line with risk appetite of the Bank.
 Strengthening trust and partnerships with customers by focusing on the Bank’s core
values of quality customer service, professionalism, teamwork and integrity.
 Hiring professionals with strong background and knowledge.
 Strengthening technologies that reduce operational risks and promote the
implementation of best practices in the industry.
 Developing innovative products and services that attract our targeted customers and
market segments.
 Exploring new avenues for growth and profitability.
 Practicing efficient risk management principles in line with all six core risks in
banking operation and green banking and environmental risk management.
 Practicing efficient corporate governance and compliance processes through meeting
all regulatory requirements and disclosures in line with national and international best
practices by ensuring best internal control monitoring practices.
 Upholding Bank’s brand image as a customer friendly bank through efficient and
prompt customer service, product diversification with a view to establishing a long
term profitable relationship with our customers.
 Serving the society as part of our Corporate Social Responsibility (CSR) by giving
stipends to poor students, distributing warm clothes to winter-hit people and
contributing to the different relief fund. We also contribute to the society by paying
taxes to the national exchequer timely.
 Extending banking services to the un-banked people for financial inclusion meeting
socio-economic requirements.

1.3 PRODUCTS AND SERVICES
Southeast bank provides a wide variety of banking products and services to different category
of customer in response to their need of banking. They have clustered the product and
services into several segments which are directed and operated by independent divisions.
Each product and services has numerous rule-regulations, term-conditions, fees-charges and
distinct characteristics. For the sake of simplicity and relevance, I am skipping those
particular parts which can be seen at internet or any brochures.
1.3.1 Conventional Banking: The bank offers several conventional retail products
available in the market which are stated below-
Savings Bank (SB) Account: Savings Bank (SB) Account is designed for individual savers
who want to save a small part of their income which may be used in the near future and also intend to
have some profitable returns on such savings. They can deposit a small amount and can withdraw
whenever they desire but the total numbers of withdrawals over a period of time are limited.
Current Deposit (CD) Account: Current Deposit (CD) Account is a transactional
account where there is no restriction on number of transactions in the account. Current
Deposit (CD) Account can be opened for individuals and business concerns including non-
profit organizations.
Fixed Deposit Receipt (FDR) Account: Fixed Deposit Receipt (FDR) Account offers
the customers the opportunity to invest a fixed amount for a fixed period at a fixed rate of
interest. The customers have the option to re - invest their funds both principal amount and
interest amount on maturity or principal amount and the interest amount being paid into their
SB or CD accounts.
Double Benefit Scheme (DBS) Account: Double Benefit Scheme (DBS) Account is a
time specified deposit scheme for clients where the deposited money will be doubled on maturity.
Short Notice Deposit: Special Notice Deposit (SND) Account is an interest bearing
deposit where advance notice of 7 to 30 days required for amount withdrawal. SND A/C is
usually opened by Firms, Corporate Financial Institution.
Pension Savings Scheme: Pension Savings Scheme Offers clients to save their hard
earned money every month for a secured future.

Monthly Savings Scheme (MSS) Account: Your dreams may turn into reality
through Southeast bank's Monthly Savings Scheme (MSS). Loan of Maximum 80% against
the lien of the MSS amount deposited can be availed and can close the account before
maturity.
Millionaire Deposit Scheme (MDS) Account: Millionaire Deposit Scheme (MDS)
Account is a time specified monthly deposit scheme for clients where the deposited money will
become one million on maturity.
1.3.2 Islamic Banking: Some branch of the bank offers similar type of banking product
on the basis of Shariah law of Finance and Banking so that the majority people or Muslims
can follow the religious instructions in every sphere of life. The brand name of Islamic
banking is “Tijarah” which offers interest-free concept of banking.
 Mudaraba Savings Deposit
 Al-Wadiah Current Deposit
 Mudaraba Short Term Deposit
 Mudaraba Term Deposit Receipt
 Mudaraba Double Benefit Scheme
 Mudaraba Millionaire Deposit Scheme
 Mudaraba Hajj Sanchay Prokalpa
1.3.3 Loans and Advances Product: The bank offers wide range of different funded
and non-funded loans and advance products in name of working capital finance, project
finance, syndicated finance, trade finance etc.
 Working capital finance
 Trade capital finance
 Project finance
 Syndicated loan
 Packing Credit
 Loan against Trust Receipt
 Loan against Export/Import Bill payment
 Bank guarantee
 SME credit
 Loan against Share and Securities

 VISA Credit Card
 House building financing
 Industrial finance
1.3.4 Services: The bank provides some direct service to its customers.
ATM Services: Southeast Bank Limited is a member of the E-cash Shared ATM Network.
E-Cash has a network of 185 ATM’s located in strategically important locations over the
country. SEBL issue ATM card against SB, CD & STD Account and TK 500 for annual
renewal fee.
Dual Currency VISA Credit Card: SEBL Visa (Dual) Credit Card has unique feature of
allowing limits both for local and international usage in a single card. However, one may
opt for separate cards if he / she find the same convenient for him / her. SEBL Visa (Dual)
Credit Card is accepted at any merchant locations or payment counters displaying Visa logo
in any part of the world.
Locker Services: Southeast Bank has locker facilities. A client must have a CD or STD or
SB or any type of account in the respective branch where they wants to avail the locker
service.
Loans and Advances: The Bank continued its expansion of loans and advances portfolio
throughout the year 2015 by prudent selection of borrowers. The Bank took advantage of
the opportunities and challenges in the socio-economic and business scenario of the country
and expanded credit in all segments including priority sectors of Government of Bangladesh
like SME and Agriculture. The bank expanded its SME business operation in 2015 with top
most priority.
Guarantee Service: The Bank issued guarantees amounting to Tk.11,916.74 million during
the year 2015 compared to Tk.15,078.99 million recorded in the previous year. The
guarantees were issued in favor of different Govt. Authorities, Ministries, Autonomous
Bodies, Corporations, Private Companies, Individuals and Multinational Companies, etc. on
behalf of the valued clients of the Bank.
Club Finance: Southeast Bank is one of the pioneers in the banking arena of the country
for Syndicated / Club Financing of corporate houses for new project establishment, BMRE
of existing operations and working capital facilities.

Corporate Financing: Southeast Bank provides credit facilities to help corporate clients
move forward to improve cash flow and working capital restructure debt, consolidation,
acquisition and buyout etc. The credit facilities to the corporate clients are typically of 02
types (i) asset based lending and (ii) cash flow based lending.
Agriculture Credit: Due to Bank’s limitation in operational exposure in this sector coupled
with the distinct industry specific nature of the sector, most of the funds has been
channelized through NGOs already specialized and experienced in providing micro credit
finance.
Consumer Credit Scheme (CCS): The Bank extends credit facilities to individuals for
purchase of domestic durables like Refrigerator, Television, Washing Machine, Furniture,
Computer, Motor Car etc. through its Consumer Credit Scheme (CCS) to improve quality of
life / standard of living, particularly of the fixed income group of the society.
Corporate Social Responsibilities: Southeast Bank’s banking practice is based on a
network of relationship with its employees, customers, suppliers, business associates,
shareholders, regulatory authorities and the community. The Bank continuously strives to
ensure that its operations are environment-friendly and discourages financing projects
contrary to it. It is one of the leading participants in the beautification of Dhaka City.

1.4 INTEREST RATE & BENEFITS OF SCHEME
The benefit that SEBL provides to its customer in terms of deposit schemes is very
competitive. It is the benefit for which people from different classes comes to the bank and
fixes their amount into a scheme. There are different types of schemes available to customers
to invest. The difference between the deposit schemes mainly are interest rate, time and
distributed interest. Each schemes charges 10% excise duty upon distributing interest to an
account. The customer gets his principal amount the end of maturity. If anyone encashes the
scheme before maturity, will get regular interest only. The interest is fixed by the
policymakers of the bank with the help of treasury division. The central bank has instructed
to define the spread of interest up to 3% which means if the lending loan interest is 15%; the
deposit interest given to customers cannot be less than 12%. Some bank can also use special
consideration in deciding interest rate upon the amount and party reputation. The interest rate
on schemes generally moves lower of remains stable for a long period. The primary
instruction on interest rate is generated by central bank upon discussion with bankers
committee.
Types of Deposits Rate of Interest
Current Deposit 0.00%
Savings Deposit 4.25%
Short Notice Deposit 3.00% (banks & NBFI); 3.75.00%-
4.00%(Current)
Fixed Deposit Receipt 6%
Deposit Schemes 8%
H/O General Account 6.5%

1.5 HIERARCHY OF SEBL
Chairman
VP & Executive Director
MD
DMD
SEVP
EVP
SVP
VP
SAVP
AVP
SPO
PO
EO
SO
Officer
Ast. Officer
JO

Local and International Network
The branch network of Southeast Bank Limited has increased in last consecutive years with
an increase in its human resources and cumulative income. There are 88 branches of outheast
Bank throughout the country at this moment. Of these 88 branches; 19 are rural, 15 are
Agriculture, 5 are Islamic Banking branches and the rest are the Conventional Banking
branches. The branches are located at various important locations and enables Southeast
Bank to provide quality banking service to the clients. The amount of branch is low than it‟
close competitors if we consider the inception period of this bank. To cater to the increasing
demand of client, the bank has planned to open 10 more branches, 3 offshore banking unit
and 10 rural branches in important business hubs by next year. They got highest per branch
profit in 2010; their branch profit has lowered in 2011 because economic downturn but the
lowering means it has rise at lower rate.
Dhaka Chittagong Sylhet Khulna Barisal Rajshahi Rangpur
62 29 12 7 1 8 2
The bank has significant amount of correspondence with foreign banks in terms of offshore
banking, foreign exchange operation and trade finance. The correspondence with the foreign
banks is needed to fulfill foreign currency transaction and requirement. International
correspondence in last five year was in between 590 to 650 with an increasing trend. The
network with foreign banks is satisfactory. The bank has only one own subsidiary that is
Southeast financial Services in London, UK from where they conduct foreign banking
services directly with clients and other foreign correspondent banks. The related foreign
correspondences of SEBL are located in USA, Germany, Switzerland, Canada, India, Nepal,
Pakistan, UK, Australian and Japan. Among these agents, most of them are stationed at New
York, Frankfurt, London, Mumbai, Kolkata and Zurich.

1.6 SWOT ANALYSIS
SWOT analysis refers to analysis of strengths, weaknesses, opportunities and threats of an
organization. This facilitates the organization to make its future performance improved in
comparison to its competitors. An organization can also study its current position through
SWOT analysis. For all of these, SWOT analysis is considered as an important tool for
making changes in the strategic management of an organization. Through direct observation
and discussion with the SEBL officials I am able to point out some major strength and
weaknesses as well as some threats and opportunities regarding the various issues of the Bank
such as –
Strengths
Top management
Corporate culture
Various Products and Services
Strong employee bonding
Efficient Performance
Strong financial position
Professionally Strong Board of
Directors
Weaknesses
Dependent on fixed deposits
Moderate risk management system
Absence of strong marketing
activities
Not enough innovative products
Discouraging small entrepreneurs
Opportunities
Country wide network
Introducing more branches
Introducing special corporate scheme
Real time online banking
Creation of brand image
Threats
Similar products are offered by
others
Default Loans
Industrial Downturn
Increased competition in the market

1.6.1 Strengths
 The SEBL is operated by a very efficient management group. The top management
officials have all worked in reputed banks and their years of banking experience, skill,
and expertise will continue to contribute towards further expansion of the bank.
 SEBL has an interactive corporate culture. The working environment of SEBL is very
friendly, interactive and formal.
 SEBL offers various types of products and services to their clients.
 The employees of SEBL have a strong sense of commitment towards organization and
also feel proud and a sense of belonging towards SEBL.
 SEBL provides hassle-free customer services to its client comparing to other financial
institutions of Bangladesh.
1.6.2 Weakness
 SEBL heavily dependents on fixed deposit. The bank have to pay large amount of
interest for because of highly depend on fixed deposit.
 SEBL risk management system is not that much secured. They need to develop their
risk grading system.
 SEBL currently don't have any strong marketing activities through mass media e.g.
Television.
 SEBL provides clean Import Loan to most of its solvent clients. But they usually do
not want to finance small entrepreneurs whose financial standing is not clean to them.
1.6.3 Opportunities
 The ultimate goal of SEBL is to expand its operations to whole Bangladesh. Nurturing
this type of vision & mission & to act as required, will not only increase SEBL's
profitability but also will secure its existence in the long run.
 Although SEBL already has 123 branches to provide services to its customers, it must
also open more branches in those places where people needs banking facilities.
 SEBL can introduce special corporate schemes for the corporate customers or officers
who have an income level higher from the service holders. At the same time, they can
introduce schemes or loans for various service holders.
 Today online banking is the best way to earn profit for the bank. So SEBL have to
earn more profit by developing online banking system.

 As we know that brand creates value. So SEBL need to develop their brand image by
developing their products and services.
1.6.4 Threats
 Now-a-days different foreign and private banks are also offering similar type of
products with an almost similar profit margin. So, if all competitors fight with the
same weapon, the natural result is declining profit.
 The problem of non-performing loans or default loans is very minimum or
insignificant. SEBL has to remain vigilant about this problem so that proactive
strategies are taken to minimize this problem.
 Bangladesh is economically and political unstable country. Flood, draught, cyclone,
and newly added terrorism have become an identity of our country. Along with
inflation, unemployment also creates industry wide recession. These caused
downward pressure on the capital demand for investment.
 In banking sector day by day competition are increased and lots of new bank are
coming into the competition. So it is big threat for SEBL.

2.0 WORK EXPERIENCE
I was assigned at the Barisal branch of southeast bank Limited to complete my internship
program. That is a great opportunity for being a part of this bank. During my 3 month
internship program I enjoyed the work at the bank but most importantly I learned how to
work under the pressure and also earn a great practical experience about the banking sector. I
spent 40 hours per week at work on internship program. I tried to participate directly or
indirectly in the daily operational activities of the branch.
2.1 MY ROLES AND RESPONSIBILITIES
2.1.1 Front Desk (General Banking)
My job responsibility at the front desk was vast and diverse as an intern. Apart from some
specific tasks, I had to perform certain tasks during the office hour.
 Responding to the queries in detail about different types of deposit schemes and accounts,
 Preparing form of different deposit scheme and accounts,
 Inspecting the form boxes and making forms as per need,
 Filling up the important unfilled items on a form,
 Filing the used, closed and pending forms,
 Processing and enlisting cheque books,
 Informing client about account balance and transaction,
 Giving accounts statement,
 Delivering ATM Cards,
 Writing pay orders & bank draft
2.1.2 Remittance and Accounts
Job responsibilities at accounts and remittance were short because of the work sensitivity.
 Giving the remittance service through designated file paths in online when the officer was
unavailable though the authorizing limit was very low.
 Registering day to day pay slip into register and excel template.
 Checking the debit and credit entry in number and amount from audit trail to general accounts sheet
and put on the voucher register.
 Calculating daily entries and position of demand deposits, time deposits, loans advances and
schemes.

2.1.3 Clearing
An intern had little work to do at clearing because the work was highly sensitive and
scheduled which was not suitable to be done by an intern.
 Receiving cheque by writing details onto deposit slips, putting seal and signature and giving
the customer copy to the client
 Registering the cheque detail into the register which includes name of issuing bank with
branch name, name of issuer, name of receiver, amount, cheque number, account number of
depositor, contact number and clearing status
 Sometimes I had to write an Inter-Bank Credit Advice (IBCA) with the help of officer and
count the clearing vouchers.
2.1.4 Credit Operation
My job responsibilities at this section are not so worthy to mention. There was little task to
complete because the works at this section was very lengthy, interlinked, consolidated and
difficult. But the works that I did was very high in volume or magnitude; had intensive
pressure to complete the task perfectly in due time.
 Entering data of quarterly accounts and transactions of general banking into SBS-2, which
is MS-DOS software, connected with Bangladesh Bank. The number of arithmetic data was
nearly 1500 and took more than 1 working da
 Entering data of quarterly accounts and transactions of credit operation into SBS-3 and the
data quantity was of 400 which I had to complete within an hour
 Entering credit data into different excel templates

2.2 DIFFERENT ASPECTS OF JOB PERFORMANCE
Job performance is whether a person performs their job well. Job performance depends on
many factors like job responsibility, working condition, knowledge and expertise on the work
activities; job satisfaction etc. The specific responsibilities of my job were not so tough to do,
but too much workloads affect the job performance a lot. The working environment at this
branch of SEBL was very friendly, which helped me to consider myself as a part of my jobs
with greater satisfaction. Sometimes the job seems much boring. I could perform well due to
the cordial assistance from all of the employees and staffs of this branch. On my three months
of internship period on SEBL I have taught practically lots of things those I have learned on
theoretical courses. Though there I got differences sometimes but there were also some
similar things. Really this practical experience helped me a lot to learn more new things. In
my future life all these will be a valuable experience for me.
2.3 OBSERVATION & RECOMMENDATION
After working three months in Southeast Bank Limited (Barisal Branch), I have found
something really very impressive about Southeast Bank. On the other hand from my
observation of last three months I would like to recommend them something that can give
them another thought.
Some Impressive Aspects about Southeast Bank Limited:
The employees of SEBL general banking department are usually very gentle in behavior. All
the employees of this department always try to be very helpful to the customers. Some of the
regular and priority customers are given very good treatment so that they feel respected and
attached with the organization. Employees of the banks are very sincere on their work. They
always get done their work clearly. I have seen employees come on weekends to complete
those tasks if needed. Most of the office peons are also very sincere and they obey and assist
their seniors. Organizations like Square Pharmaceuticals, Standard group are regular
customers of SEBL Barisal Branch. From their perception this bank is very convenient and
friendly to them in terms of service, because this bank is very systematic, honest and fast.
Employees of SEBL are very friendly among themselves. In the office they are like family.
Newcomers are treated quite well unlike many other organizations.

Some aspects that need rethinking of Southeast Bank Limited:
Customers might have a lot of problems, also they might make mistakes. But no matter how
wrong they are. As I have already mentioned SEBL is very helpful and friendly with
customers but sometimes I have seen there were certain misunderstanding between customers
and employees of SEBL. In most cases mistakes were from customer’s end. But quite a few
times it has seen that fault was caused by employees also. So for avoiding this situation
employees have to be cool and tactful. In general banking department huge number of
customers come every day. They make impression by seeing the environment of the bank
which is not that much smart. Little improvements can change the brand value of this
organization. Delivery of different facilities like providing cheque book or master debit card
is delayed beyond the deadline sometimes which is not expected. Usually master debit card is
supposed to be delivered within 3 weeks. If it is not possible to deliver it within this time then
it is better to mention customers a more prolonged delivery date.

Chapter:-3
Debit Card in
Detail

3.0 What is debit Card?
A debit card (also known as a bank card or check card) is a plastic payment card that can be
used instead of cash when making purchases. It is similar to a credit card, but unlike a credit
card, the money comes directly from the user's bank account when using a debit card. Some
cards may bear a stored value with which a payment is made, while most relay a message to
the cardholder's bank to withdraw funds from a payer's designated bank account. The
development of debit cards, unlike credit cards and charge cards, has generally been country
specific resulting in a number of different systems around the world, which were often
incompatible. Since the mid-2000s, a number of initiatives have allowed debit cards issued in
one country to be used in other countries and allowed their use for internet and phone
purchases.
3.1 History of Debit Card
The history of debit cards is an interesting one. Debit cards helped to change the way that
people used money and bank accounts. A debit card works by debiting the money from your
checking account. For many people debit cards have taken the place of cash and checks.
Seattle's First National Bank offered the first debit card to business executives in 1978.
Initially they were like a check signature or guarantee card, with which the bank would
guarantee that the fund would be paid, but you did not need a check to do the transaction.
They also required a large savings account be kept at the bank to cover the funds. These cards
were only issued to people who had a long and good standing with the bank, because the
funds were not directly debited from the account. In 1984 Landmark created the first
nationwide debit system, using ATMs and other networks that allowed debit cards to be used
nationwide. This allowed the smaller banking systems within states to connect with banks
systems outside of states. As technology improved the debit cards moved to a system that was
able to directly debit the money from a checking account. When this happened the debit cards
became available to more and more consumers. In 1998 debit card transactions first
outnumbered the use of checks around the world. This number has continued to grow over
time. Debit cards are now commonly used for most transactions at stores in the United States.
Debit cards are more convenient to use than a check. Additionally debit cards are safer than
carrying cash, because banks can stop fraudulent purchases and consumers are not held liable
for purchases made when the card is stolen. Debit cards have made banking a much easier
process for many people. In the future transactions will continue to move away from cash and
check. This will speed up transactions as well as virtually eliminate the need for cash in the
future.

3.2 Debit Card of Southeast Bank Limited
Debit card is a remarkable competitive move against the competitors in 2016 which was
actually introduced late but was prudent to do. As SEBL likes to see itself a high profit
generating, market oriented, corporate focused bank, it was a demand of time to get some
market share of debit card in local market. The way SEBL operates in the market, it was very
important to introduce this service as it tries to stay focused on corporate and individual
client. Apparently, major portion of SEBLs income, asset, revenue, profit comes from
corporate banking or clients but they are driven by meticulous business insight which allowed
them act competitively in the marketplace. Most of the customers are job holder as their
short-term financial need is greater than the business man or any professionals and so 60% of
the cardholders are living on salaried income.
3.3 FEATURES OF SEBL ATM
The SEBL ATM enables the bank’s customers who are issued with an ETC/ETCI/Global
Access Card/Credit Card and a 6-digit secret number (or 4-digit number for some areas)
known as a PIN (Personal Identification Number), to comply with the local share ATM
network regulation, to perform a number of transactions on the current, savings or credit card
accounts.
Cash Withdrawal: From the ATM booth any ATM card holder can withdraw 50,000 taka in
a day from his or her account. The customer of ATM card can withdraw in total 50,000 taka
from any ATM booth as many times as he or she needs within 24 hours.
Transfer: Any amount up to account balance/available credit limit or daily cycle limit,
whichever is lower, can be transferred between accounts under the same issuing bank within
Bangladesh in any 24 hour period. In Bangladesh, the cycle limit is BDT (Bangladesh Taka)
50,000.
Statement Request: The customer can send request to the bank by the ATM, when he/she
requires his/her detail Account statements. The statement generally shows a ledger balance
and an available balance, is the same format as a teller terminal balance request. When any
customer enters the card into the ATM machine it displays some options.
PIN Change: on the ATM screen, PIN Change is one of the options. Customer can change
his PIN whenever he desires e.g. if he is not happy with the PIN assigned by the bank, or if

he believes that his PIN is compromised. For new card, customer is advised to change his
PIN immediately.
Account Activity Enquiry: The ATM users can have information regarding the account
balance of his/her account each and every time the ATM transaction is occurred. SEBL ATM
has an option to provide a mini statement showing his/her last 8 (eight) transactions.
Deposit/mail deposit: Cash/Cheque, but not coins may be deposited in envelopes supplied
by the ATM.
Enquiry: Customer can enquire about anything, like any service, product, facilities through
SEBL’s ATM.

4.0 LITERATURE REVIEW
Kumbhar Vijay (2011)--- (“Customer’s satisfaction in ATM service): This study aimed at
comparative investigation of the customer satisfaction in ATM service in public and private
sector banks, concluded that private sector banks are providing more satisfactory ATM
service than public sector banks. Prof. Karunesh Saxena (2011)--- (Analytical study of
customer satisfaction at ICICI Bank with special reference to ATMs”) aims at analyzing the
satisfaction levels of the customers of ICICI Bank holding ATM cards in Udaipur city with
respect to service quality of ATM, personnel, location, sufficient number of ATMs in city
and found that customers are highly satisfied with ATM services provided by the ICIC bank
in Udaipur city. Bashir Idris (2014)---( Customer Satisfaction Of Automated Teller Machine
(Atm) Based On Service Quality): This study uses technology acceptance model to address
why customers accept or reject ATM and how the acceptance is influence by the ATM
service quality. The customer satisfaction is determined by the ATM service quality rendered
by the ATM stakeholders. P Srinivasa Rao, D Rajasekhar and N Vijaya Ratnam (2013)--
--(An Empirical Study Of Customer's Satisfaction In Atm Services): This study try to find out
the customers satisfaction level in ATM on the basis of service quality. Hazlina Abdul
Kadir, Nasim Rahmani, Reza Masinaei (2004): (Service Quality Analysis: An Application
on Online Banking and ATM Facilities): This study tries to identify the effects of services
offered by Malaysian banks through online media and ATMs on customer satisfaction.
In the past studies have been mentioned that fee charged and cost, accessibility and
convenient location of ATM, ATM service quality, speed, high up time, cash backup and
availability of cash in the ATM, adequate numbers of ATM, accuracy, security and privacy
of ATM are the major causes of satisfaction and dissatisfaction of customers but Sing (2011 )
in his study found that customer satisfaction is the highest on availability of cash in the ATM
and the lowest satisfaction on the number of ATMs in the locality. Since most of the
literatures are not found the extent of customers satisfaction on ATM services based on
influencing factors in Southeast Bank, this paper is an attempt to reduce the research gap in
this regard. Thus, on the basis of the above literatures this research paper aim at identifying
the factors affecting customers satisfaction level on ATM services in Southeast bank Ltd.
Particularly, this research tries to assess level of customer’s satisfaction on ATMs services of
Southeast Bank ltd.

4.1ORIGIN OF THE REPORT
The report has been prepared as mandatory requirement of the Bachelor of the Business
Administration (BBA) program authorized by University of Barisal. As a student of Bachelor
of Business Administration (BBA) every student has to conduct a practical orientation in any
organization for fulfilling the requirements of the 3 month’s Internship Program. The primary
goal of internship is to provide an on the job exposure to the students and an opportunity for
translation of theoretical conception in real life situation. Students are placed in enterprises,
organization, research institution as well as development projects. Recently I have completed
my internship program on Southeast Bank Limited. I have prepared this report on the basis of
my three months practical working experience in Southeast Bank Limited. The report has
been completed under the supervision of my academic supervisor Md. Mahiuddin Sabbir,
Lecturer, University of Barisal. My organizational Supervisor was Mr. H.M Ziaul Haque,
SPO & MO Southeast Bank Limited (Barisal Branch).
4.2 OBJECTIVE OF THE STUDY
The objective of the report can be viewed in two ways which is specified as follows:
General Objective: The general objective of this report is to find out the customer
satisfaction on service quality of Southeast Bank Limited. The main objective is to know
whether the incumbent customers of this particular organization are happy with service that
they are receiving from the organization. Whether they have any dissatisfaction concealed in
their mind that can hinder the overall performance of the organization and find out effective
measures to ease those factor positively to meet up the optimum goal of the organization.
Specific Objective:
 To organize and analyze the specific and general factors of customer satisfaction.
 To know the level of customer’s dissatisfaction.
 To produce different alternatives and bring brainstorming recommendation for
customer’s dissatisfaction.
 To identify the Debit cards of Southeast Bank Limited;
 To measure customers satisfaction with ATM services of Southeast Bank Limited;
 To find out problems related to customers satisfaction with ATM services of Southeast
Bank Limited;
 To make some recommendations to improve customers satisfaction.

4.3 SCOPE OF THE STUDY
The competitive advantage of any firm depends on the quality of a firm's products and
services. Customer service plays a pivotal role in the development of quality and particularly
if the company's product is service. In banking, the competitive edge is almost exclusively
derived from the quality of service. Many industries along with banks are paying greater
attention to customer service quality and customer satisfaction for reasons such as increased
competition and deregulation. Figures of various surveys have shown that the costs of
acquiring a new customer are more expensive than retaining accessible ones. Therefore
customer satisfaction, customer relationships and service quality became a serious issue. My
work experience is based on a different department of Southeast Bank, Barisal Branch. I have
worked in CS (Customer Service Department) but at the same time I had access to other
department to observe there operation and activities. Therefore I had some limitation to work
in other department.
4.4 METHODOLOGY
This study is to examine the satisfaction level of debit card users in Southeast Bank Ltd.
Customers’ satisfaction can be measured by conducting survey which is based on
questionnaire. This study has used both primary and secondary data but it is mainly based on
primary data. To achieve the objectives of the study, the primary data were collected through
interviewing the debit card users by using a questionnaire. The questionnaire was divided into
two sections- demographic section and analytic section. Demographic section includes
information about respondents’ age, sex, educational qualification, profession, income level,
duration and frequency of debit card usage habits. Analytic section covers the questions
related to users’ problems and satisfaction of using debit card and their preference and
opinion related to the debit card. For measuring customers’ satisfaction, a 5 point Likert scale
has been used ranging from highly dissatisfied=1to highly satisfied=5. This study is focused
on the card users of Barisal city. The sample size was 100 customers who are the users of
debit cards in Barisal city. There are many commercial banks in Barisal city. Among these,
debit card users of Southeast Bank Ltd. have been selected for the survey. The cluster
sampling method as well as random sampling method was used in selection of respondent.
Secondary data has been collected from different books, web portals, articles etc. For
analyzing the data different statistical tools like Mean, Standard Deviation has been used.

The research is based on explanatory in terms of research type. Exploratory research is one
type of research design, which has as its primary objective the provision of insights into and
comprehension of the problem situation confronting the researcher. Exploratory research is
used in case of problem must define more precisely, identify relevant courses of action, or
gain additional insights before an approach can be developed. When an issue is encountered
that is already known and have a description of it, there might arise need to begin to wonder
why things are the way they are. The desire to know the reason to explain is the purpose of
exploratory research. This research process is flexible and unstructured. By doing
explanatory research it will be helpful to study about customer’s satisfaction of Southeast
Bank Limited.
4.4.1. Data Collection Method
The primary sources of data include the followings:
 Questionnaire development
 Survey
 Observation
 Direct conversation with the clients
 Face to face conversation
The secondary sources of data include the followings:
 Annual report of SEBL
 Different publications of SEBL
 Internal records of the bank
 Internet
4.4.2 Sampling Technique
Elements: Customers of SEBL, Barisal Branch is my elements of research.
Sampling size: Sample size of this study for questionnaire is 100 customers of SEBL.
Sampling method: In this research random sampling technique was used to collect data.

4.5 LIMITATIONS
In preparing this report some problems and limitations have encountered which are as
follows:
 As the data, in most cases, are not in organized way;
 Lack of opportunity to access to internal data;
 Much confidential information was not disclosed by respective personnel of the bank;
 Since the bank personnel were very busy, they could not pay enough time;
 I had to base on secondary data for preparing this report;
 Legal action related information was not available;
 Sample size is too small then the actual population size;
 Respondents wear not much serious about the research;
 Research is done in an informal way by non-professional researcher;
 Research was based Southeast Bank Barisal Branch;
 Many respondent intentionally tried to provide wrong information
4.6 INTERPRETATIONS
4.6.1 Demographic Characteristics of Respondents
Some important demographic information of the samples has been considered. Out of 100
respondents 79% are male and 21% are female. Data have been collected from separate age
group. Majority (59%) of the respondents belong to the age group 21-30. 30% of the
respondents are from 31-40 age group and 8% respondents represent age group 41-50.
Among the 100 respondents, most of the users (52%) are post graduate, 23% are graduate and
22% belongs to educational qualification of HSC. 50% of the users are married and rest 50%
are unmarried. Debit card users who are engaged in service are 60%, 19% are doing business
and 19% are student. Rest 2% respondents are house wife. 28% of the users’ income level is
below BDT 25000, 46% earned between BDT 25001-50000 and only 5% have an income
level above BDT 100000. The analyses of this information are given below.

4.6.2 Questioners Analysis:
1. ATM booth is highly secured for transaction.
The analysis concluded that as high as 39% of SEBL respondents strongly disagree, 23%of
respondents disagree agree, 12% respondents neutral, 12% respondents agree & 14%
respondents strongly agree to the statement of ATM booth is highly secured for transaction.
Mean & std. Deviation is 3.6 and 1.4. This concludes that customers feel unsecured for debit
card transaction.
2. There are always enough security guards to monitor the customers at ATM points.
The frequency table shows that most of the customers are satisfied with the number of the
employees with a response of 39 percent who are followed by agree response. Finally, only
23 percent respondents were found to be dissatisfied with the service of the organization. The
mean of the questionnaire is 3.15 with a standard deviation of 1.388 which indicates that the
behavior of the employees is very good and most of the customers are satisfied with the
available of employees.
CSA1
Frequency Percent
Valid
Strongly Agree 14 14.0
Agree 12 12.0
Neutral 12 12.0
Disagree 23 23.0
Strongly Disagree 39 39.0
Total 100 100.0
Mean 3.610000
Std. Deviation 1.455710
CSA2
Frequency Percent
Valid
Agree 39 39.0
Neutral 3 3.0
Disagree 26 26.0
Total 100 100.0
Mean 3.150000

3. Banks constantly sent me alerts on ATM frauds.
In the table we can see that most of the customers have a moderate view of the Statement that
the organization with a number of 24 percent respondents while only 11 percent customers
are strongly disagree with the statement. On the contrary, respectively 12and 25 percent
respondents were agree with the statement. The mean of the responses, which is 2.97 with
standard deviation of 1.19, indicates that most customers have a moderate view of the
physical environment of SEBL.
4. Sometimes I use the ATM while other customers stand beside me.
The analysis concluded that as high as 39% of SEBL respondents strongly disagree, 23%of
respondents disagree agree, 25% respondents agree, 13% respondents disagree & 23%
respondents strongly agree to the statement. Mean & std. Deviation is 2.85 and 1.3. This
concludes that customers feel unsecured for debit card transaction.
CSA3
Frequency Percent
Valid
Agree 25 25.0
Neutral 28 28.0
Disagree 24 24.0
Total 100 100.0
Mean 2.970000
CSA4
Frequency Percent
Valid
Agree 20 20.0
Neutral 19 19.0
Disagree 25 25.0
Total 100 100.0
Mean 2.850000

5. Daily Transactions & withdrawal limits are sufficient.
The table shows that 35% of the customers agree that SEBL provides a reliable service with a
mean of 2.56 which indicates that most of the customers think neutral.
6. Annual fees for Debit Card is reasonable.
This question was asked to get an idea about the effect of fees for debit card of SEBL. The
table shows only 14 percent respondents agreed that Annual fees for debit card is reasonable
where 29 percent customers disagree. The mean of the answers is 3.23 which indicate that the
fee of SEBL debit card is reasonable.
CSB5
Frequency Percent
Valid
Agree 35 35.0
Neutral 9 9.0
Disagree 13 13.0
Total 100 100.0
Mean 2.560000
CSB6
Frequency Percent
Valid
Agree 14 14.0
Neutral 21 21.0
Disagree 29 29.0
Total 100 100.0
Mean 3.230000

7. Debit Card has no hidden charge.
The tables show that customers, 25 percent strongly disagree and 22 percent disagree. While
only 8 percent customers strongly agree that debit card has no hidden charge. This indicates
that customers are highly dissatisfied.
8. Purchasing of goods & services is easier through POS machine.
This question was asked to get an idea about the effect of POS machine. The table shows
only 11 percent respondents agreed that Purchasing of goods & services is easier through
POS machine where 22 percent customers disagree. The mean of the answers is 3.16 which
indicate that it is not easy to purchase through POS machine.
CSB7
Frequency Percent
Valid
Agree 23 23.0
Neutral 22 22.0
Disagree 22 22.0
Total 100 100.0
Mean 3.330000
CSC8
Frequency Percent
Valid
Agree 22 22.0
Neutral 26 26.0
Disagree 22 22.0
Total 100 100.0
Mean 3.160000

9. I prefer using ATM for my utility payments.
This question was created to know if the customer use debit card for utility payments. which
shows a very positive result. About 15 percent of the respondents strongly agreed that they
are likely to stay with the bank while 36 percent customers disagree and only 14 percent
customers said they are neutral. The mean of the variable is 3 which show customer doesn’t
prefer to use ATM for utility payment.
10. The features/characteristics of debit card mostly meet my preferences.
This question was designed to identify the features/characteristics of debit card that mostly
meet customer’s preferences. 38 percent customers agreed with the statement where only 18
percent customers disagreed. The mean was only 2.53 with a standard deviation of 1.43
which shows clients are not satisfied with the features.
CSC9
Frequency Percent
Valid
Agree 24 24.0
Neutral 14 14.0
Disagree 36 36.0
Total 100 100.0
Mean 3.040000
CSC10
Frequency Percent
Valid
Agree 38 38.0
Neutral 8 8.0
Disagree 9 9.0
Total 27 27.0
Mean 2.530000

11. Processing time of ATM is satisfactory.
The tables show that customers, 40 percent disagree and 15 percent disagree, where only 7
percent strongly agree. Mean & std. deviation is 3.3 and 1.1 respectively, which indicate that
customers are not satisfied with the processing time of SEBL ATM.
12. Card replacement process (in case of lost, damage) is faster.
The tables show that customers, 29 percent disagree and11 percent disagree, where only 8
percent strongly agree. Mean & std. deviation is 3.07 and 1.1 respectively, which indicate
that customers are not satisfied with replacement processing time of SEBL ATM.
CSD11
Frequency Percent
Valid
Agree 23 23.0
Neutral 15 15.0
Disagree 40 40.0
Total 100 100.0
Mean 3.330000
CSD12
Frequency Percent
Valid
Agree 28 28.0
Neutral 24 24.0
Disagree 29 29.0
Total 100 100.0
Mean 3.070000

13. ATM machine are user friendly.
The analysis concluded that as high as 41% respondents agree, 16%of respondents strongly
agree, 20% respondents neutral, 16% respondents disagree & 7% respondents strongly
disagree to the statement. Mean is 2.57 and std. deviation id 1.1 which indicate that atm
machine are user friendly.
14. Speed of the delivery of ATM card is faster.
The analysis concluded that as high as 29% respondents disagree and strongly disagree, 8%
of respondents strongly agree, 19% respondents neutral, 15% respondents agree to the
statement. Mean is 3.56 and std. deviation id 1.27 which indicate that speed of debit card
delivery is not enough.
CSD13
Frequency Percent
Valid
Agree 41 41.0
Neutral 20 20.0
Disagree 16 16.0
Total 100 100.0
Mean 2.570000
CSD14
Frequency Percent
Valid
Agree 15 15.0
Neutral 19 19.0
Disagree 29 29.0
Total 100 100.0
Mean 3.560000

15. Sufficient cash is available in ATM booth.
This question was designed to identify the availability of cash in atm booth. 24 percent
customers agreed with the statement where 39 percent customers disagreed. The mean was
only 3.09 with a standard deviation of 1.18 which shows clients are not satisfied.
16. Different valued notes are available in ATM booth.
The analysis concluded that as high as 24% respondents disagree and strongly disagree, 11%
of respondents strongly agree, 24% respondents neutral, 26% respondents agree to the
statement. Mean is 2.90 and std. deviation id 1.24 which indicate that different value note are
not available in everywhere.
CSE15
Frequency Percent
Valid
Agree 24 24.0
Neutral 18 18.0
Disagree 39 39.0
Total 100 100.0
Mean 3.090000
CSE16
Frequency Percent
Valid
Agree 26 26.0
Neutral 24 24.0
Disagree 24 24.0
Total 100 100.0
Mean 2.900000

17. Fake/mutilated notes are never delivered from ATM booth.
The analysis concluded that as high as 29% respondents agree, 12%of respondents strongly
agree, 15% respondents neutral, 26% respondents disagree & 18% respondents strongly
disagree to the statement. Mean is 3.09 & std. deviation is 1.32 that indicate SEBL never
delivered fake note & customer are satisfied.
18. I use other banks ATM with my bank ATM card easily.
The tables above 18 percent agreeing with the statement, where 15 percent respondents
strongly agreed and most of the customer 33 respondents disagreed. The mean was 3.23 with
a standard deviation of only 1.35 which indicates that the bank has a bad image in this
respect.
CSE17
Frequency Percent
Valid
Agree 29 29.0
Neutral 15 15.0
Disagree 26 26.0
Total 100 100.0
Mean 3.090000
CSF18
Frequency Percent
Valid
Agree 18 18.0
Neutral 15 15.0
Disagree 33 33.0
Total 100 100.0
Mean 3.230000

19. Fees for use of other banks booth are reasonable.
The tables above 32 percent agreeing with the statement, where 3 percent respondents
strongly agreed and most of the customer 23 respondents disagreed. The mean is 3.o5 with a
standard deviation of only 1.01 which indicates that the bank has a good image in this
respect.
20. Availability of ATM booth is enough in Barisal city.
The tables above 8 percent agreeing with the statement, where 6 percent respondents strongly
agreed and most of the customer 46 respondents disagreed. The mean is 4.26 with a standard
deviation of only .848 which indicates that atm booth is not available in Barisal city.
CSF19
Frequency Percent
Vali
d
Agree 32 32.0
Neutral 30 30.0
Disagree 27 27.0
Total 100 100.0
Mean 3.050000
CSF20
Frequency Percent
Valid
Agree 8 8.0
Neutral 40 40.0
Disagree 46 46.0
Total 100 100.0
Mean 4.2600
Std. Deviation .84829

4.7 FINDINGS
o The Bank does not have sufficient number of ATM in Barisal city.
o The Banks ATM service is not prompt and delivery is not due dated.
o The ATM cards of SEBL do not lasts to it expire date.
o Southeast Bank does not response quickly to ATM card problem.
o SEBL Barisal branch has not adequate number of ATM booth in the city.
o ATM service coverage of SEBL is very narrow.
o SEBL has maintained lengthy process in maintaining record for any types of data
sending and receiving such as issuing debit card and cheque book.
o The branch does not do any treasury function. It is rather done by Head Office.
o Customer feels unsecured in ATM transaction.
o Annual fees for debit card are much more comparing to other banks.
o Daily transaction and withdrawal limit is sufficient.
o The processing time of ATM is more.
o Customer can use other banks booth for transaction by paying charge.
4.8 RECOMMENDATIONS
o Southeast Bank should available ATM in useful location.
o Southeast Banks should focus on the promptness of service or delivery.
o Southeast Banks ATM card should be durable.
o Southeast Bank should response quickly about ATM card problem.
o Banks should improve the network service quality so that customers are not refused
when they go to ATM booth.
o As customers want to be updated about their account balance, debit card transaction
should provide receipt always.
o Banks should increase their own booth. As own booth is cost free, customers always
prefer to use it.
o Some customers have recommended that banks should reduce the transaction cost of
Debit card. They have to pay this cost when use other bank’s ATM booth.
o The bank should decrease annual fees.
o The bank should increase technological advancement so that they can deliver debit
card from the branch.

4.9 CONCLUSION
It is concluded the study based on the findings, that respondents of the SEBL satisfies from
the ATM service. Respondents also prefer convenience and comfort of the ATM locations in
the city. The most important issue the bank administration should concentrate on proper
mechanism on Grievances settlement; besides that, customer’s data is increasing day by day
correspondingly the number of ATMs should be increased, so it leads to customer’s
satisfaction. Finally after analyzing the data it is found that the comfort and flexibility of
Southeast Bank ATM card is significantly low. First of all the density of ATM booth is lower
than needed. More over many people have to wait for a long time in a queue. Then it is also
difficult to use ATM card abroad and online. At the same time most of the customer doesn’t
know the details use of ATM card in online. Although a number of issues made customer
despondent, after all the facility and service they are having from Southeast Bank is worthy in
cost and relatively better in compare to other banks.

4.10 REFERENCES
1. Cronin, J.J. and S.A. Taylor (1992), "Measuring service quality: A Reexamination and
extension", Journal of Marketing, vol. 60, July, pp. 55-68.
2. Elias, A.H. (1982), "Indian Banking Service", Journal of Indian Institute of Bankers, vol.
35, No. 3, pp. 119-124.
3. Hazlina Abdul Kadir, Nasim Rahmani, Reza Masinaei (2011), “Service Quality Analysis:
An Application on Online Banking And ATM Facilities”, International Conference on
Economics and Finance Research, IPEDR vol.4.
4. Kothari C.R. (1996), Research Methodology, CBS Publishers and Distributors Pvt. Ltd.,
New Delhi.
5. Kotler Philip (2003), Marketing Management, Eleventh Edition, Pearson education, Asia,
New Delhi.
6. Levesque, T and GHG Mc Dougall (1996), "Determinants of customer satisfaction in
Retail Banking", International Journal of Bank Marketing, Vol. 14, No. 7, pp. 12-20.
7. Massad, Nelson and Heckman, Robert, and Crowston, Kevin (2006), “Customer
Satisfaction with Electronic Service Encounters”, International Journal of Electronic
Commerce, Volume10, Number 4.
8. Kumbhar V.M.(2011), Customers Satisfaction in ATM service An Empirical Evidences
from Public and Private Sector Banks in India, Management Research and Practice, Vol. 3
Issue 2, pp-275-286
9. Singh, Shamsher (2011), “The impact of ATM services on customer satisfaction in Indian
banks”, International Journal of Financial Services Management, Vol. 5, No.2, pp. 177 – 196
10. V. M, Kumbhar (2011), “Reliability and Validity of 'eBankQual' Scale in ATM Service
Settings: A Study”, Vinimaya journal of NIMB, Pune, Vol. XXXI, No. 4.

APPENDIX
Questioners
Dear Respondent,
I am pleased to inform you that you have been selected to be part of a study entitled
“Measuring Customer Satisfaction Level of Debit Cardholders of Southeast Bank
Limited”. The study aims at finding out comparative investigation of the customer
satisfaction in terms of ATM service of Southeast Bank Ltd. & Dutch-Bangla Bank Ltd.
Kindly fill up the form, which would take you less than 10 minutes. I will be grateful to you
for your kind support and cooperation. And, I will hold your answers in utmost confidence.
Please put a (√) mark to indicate your preference.
With best regards,
Md. Liman Bakhtiar
Respondent’s Profile:
 Name: ……………………………………………………………
 Name of the Bank & Branch: ………………………………........
 Age: …………………
 Sex: [ ] Female [ ] Male [ ] Others, please specify: ……………….
 Marital Status: [ ] Single [ ] Married [ ] Divorced [ ] Widowed
 Educational qualification: [ ] Below SSC [ ] SSC [ ] HSC [ ] Graduate [ ] Post
Graduate [ ] others (please specify).............................
 Status of use: [ ] Less than 1 year [ ] 1 – 5 years [ ] 6 – 10 years [ ] 11 – 15 years [ ]
More than 15 years
 Frequency of use per month: [ ] 1-3 times [ ] 4-6 times [ ] 7-9 times [ ] 10 or more
than 10 times
 Most often use services: [ ] Cash Withdrawal [ ] Balance Checking [ ] Both Cash
Withdrawal & Balance Checking [ ] Purchasing [ ] Both Cash Withdrawal & Purchasing
[ ] Cash Deposit [ ] Payment of Bills [ ] Others (please specify)...........................
Please Turn Over

Specific Questions
A. Safety and Security Strongly
disagree
Disagree Neutral Agree Strongly
agree
01. ATM booth is highly secured for
transaction.
02. There are always enough security guards
to monitor the customers at ATM points.
03. Banks constantly sent me alerts on ATM
frauds.
04. Sometimes I use the ATM while other
customers stand beside me.
B. Transaction and Cost Strongly
disagree
agree
05. Daily Transactions & withdrawal limits are
sufficient.
06. Annual fees for debit card is reasonable.
07 Debit card has no hidden charge.
C. Utility Services Strongly
disagree
agree
0.8 Purchasing of goods & services is easier
through POS machine.
0.9 I Prefer using ATM for my utility
payments.
10. The features/characteristics of debit card
mostly meet my preferences.
D. Card Processing Strongly
disagree
agree
11. Processing time of ATM is satisfactory.
12. Card replacement process (in case of lost,
damage) is faster.
13. ATM machine are user friendly.
14. Speed of the delivery of ATM card is
faster.
E. Availability Of Cash Strongly
disagree
agree
15. Sufficient cash is available in ATM booth.
16. Different valued notes are available in
ATM booth.
17. Fake/mutilated notes are never delivered
from ATM booth.
F. Other Banks Booth And Availability Strongly
disagree
agree
18. I use other banks ATM with my bank
ATM card easily.
19. Fees for use of other banks booth are
reasonable.
20. Availability of ATM booth is enough in
Barisal city.
Signature of the Respondent ………………………….
Thank You Very Much for Your Valuable Time, Cooperation, Patience & Information.

INTERNSHIP REPORT ON “Measuring Customer Satisfaction Level of Debit Cardholders of Southeast Bank Limited”.

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