FINAL INTERNSHIP REPORT Ebl

CHAPTER 1
INTRODUCTION
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CHAPTER 1
INTRODUCTION
1.1 ORIGIN OF THE REPORT
This report has been prepared as a requirement of the internship program under the BBA
program of Dhaka University. For my internship program, I have got the opportunity to work
at the Shyamoli Branch of Eastern Bank Limited office. I am placed under the consumer
banking division. The consumer banking segment of EBL is responsible for providing a wide
range of consumer banking services to its consumers.
My internship program commenced from August 18, 2010 to November 18, 2010 and during
this period, I have learned about the various consumer banking products and services that
EBL offers to its clients. After three months of organizational attachment with the bank, I
have decided to prepare a report to explore the satisfaction level of customers regarding
consumer banking products and services.
I am under the direct supervision of Mahmood Osman Imam, Professor, Dhaka University for
my internship program. My supervisors duly approved my topic for the internship project,
which has been prepared to investigate the levels of satisfaction of customers regarding the
various consumer products and services offered by EBL.
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1.2 OBJECTIVES OF THE STUDY
 The primary objective of the study is to qualitatively and quantitatively analyze the
factors which influence customer satisfaction. Various factors that affect the level of
customer satisfaction is carefully identified and analyzed.
 Another objective is to measure the degree of satisfaction of the customers of

consumer banking products of EBL. Customer satisfaction is a critical factor for any
organization. By knowing customer’s perceptions and attitudes regarding the products
and services, an organization can improve its performance level. The importance of
customer satisfaction is the main motive behind undertaking this report.
 Another objective is to achieve a wide knowledge of the consumer banking products

and services offered by EBL which present characteristics and features of different
consumer products and services offered by the bank.
 Finally, the other objective is to suggest ways of improving the services to

accommodate the rapidly growing client base of EBL.
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1.3 SIGNIFICANCE OF THE STUDY
Customer satisfaction is a critical component of success of a business. Exceptional customer

service results in greater customer retention, which in turn results in higher profitability. On
the other hand, if a business fails to attract or sustain a sufficient number of customers, it will
experience losses. Too many losses will lead to the demise of the enterprise.
In today’s competitive marketplace, companies are simply interested in gaining more

comprehensive understanding of their customer’s perception on their products and services.
This report can contribute in determining the customer’s perceptions and attitudes concerning
the quality of products and services offered by the bank. It has been observed that
organization with proper information about customer’s perceptions regarding the quality of
products and services can make better decisions to better serve the customers. This report can
contribute in providing the company with useful information regarding the level of customer
satisfaction to better serve the customers and to enhance its performance level.
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1.4 METHODOLOGY
1.4.1 APPROACH
Information used to prepare this report has been collected from both primary and secondary
sources. The primary sources provide the report with reliable data and information relating to
customer and the bank’s operations. On the other hand, the secondary sources have been an
indispensable source of information regarding the historical background of the bank, its
functions, and descriptions of its various departments.
1.4.1.1 Primary Sources:
The Questionnaire is used as the primary vehicle to obtain data necessary to perform the
required analysis. The questionnaire is structured in nature. Statistical tools like frequency,
Descriptive, correlation etc are used where relevant. Highlights of some data are presented in
tables and important trends and statistics are shown through graphical representations like bar
charts, pie charts, histogram etc where necessary. SPSS (a computer based statistical
package) is applied for statistical treatment of data. Also, some analysis is conducted through
Microsoft Excel.
1.4.1.2 Secondary Sources:
Information is obtained from sources such as: (1) company annual report, (2) company web
site, (3) various internal and external banking circulars, (4) departmental guidelines and (5)
Prudential Central Bank Guidelines and Circulars and (6) internet resources and journals.
1.4.2 SAMPLING
1.4.2.1 POPULATION
The population targeted for this research is mainly the customers of consumer banking
products of the EBL, Shyamoli Branch. I have conducted the survey to present a more broad
perspective of the project topic.
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1.5 LIMITATIONS OF THE STUDY
 Constraints arising from the use of Confidential Banking information which is

required to be disguised so that official secrecy is consistently maintained.
 Non-disclosure of certain information.
 The survey is limited to the customers of the Shyamoli branch only.
 Lack of comprehension and responsiveness of the customers is a major problem in the

collection of data.
 Time constraint is also one of the factors that curtailed the scope of the study.
 Rush banking hours and hectic schedules of the banking staff is another obstacle to
the scope of the study. The Customer service managers and officers are busy meeting
their targets and it is very difficult for me to get some practical ideas regarding their
ideas, expectations and opportunities regarding my topic.
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CHAPTER 2
PROFILE OF EASTERN BANK

LIMITED
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CHAPTER 2
PROFILE OF EASTERN BANK LIMITED
Eastern Bank Limited (EBL) is a commercial bank with 41 online branches across major
cities in Bangladesh and 1400 full time employees on year 2010. The existing Board of
Directors has 10 members. Mr. Mohd. Noor Ali is the Chairman of Board and Mr. Ali Reza
Iftekhar is the Managing Director & Chief Executive Officer.
Over the years EBL has established itself as a leading private commercial bank in the country
with undisputed leadership in Corporate Banking and a strong Consumer and SME growth
engines. EBL’s ambition is to be the number one financial services provider, creating lasting
value for its clientele, shareholder, employees and above all for the community it operates in.
The Bank offers a full range of commercial banking products and services to the corporate,
mid-market and retail segment. Under the corporate banking segments the Bank has
comprehensive range of financial products including corporate deposit accounts, syndicated
financing, trustee and agency services, term loan, project finance, export-import financing,
working capital and other finance, bonds and guarantees, investment and business counseling,
infrastructure finance, cash management services etc.
With urban banking focus, the Bank is offering various alternative delivery channels like
ATMs, Bills Pay Machines, Kiosks, and Internet Banking etc. The Bank has set up a brand
image attributable in part to its policy of continuous customer service excellence, innovative
products and services at competitive prices and maximum technology utilization. Unlike
conventional branch banking, credit proposals as well as business operations are processed
centrally at EBL. Besides Main Operation, EBL has an Offshore Banking Unit (OBU) set up
in 2004 which gives loans, takes deposits and off balance sheet exposure only in freely
convertible foreign currency to and from non-resident person/institutions, fully foreign
owned EPZ companies etc.
2.1 Vision:
TO BECOME THE BANK OF CHOICE BY TRANSFORMING THE WAY WE DO BUSINESS AND DEVELOPING A
TRULY UNIQUE FINANCIAL INSTITUTION THAT DELIVERS SUPERIOR GROWTH AND FINANCIAL
PERFORMANCE AND BE THE MOST RECOGNIZABLE BRAND IN THE FINANCIAL SERVICES IN
BANGLADESH.
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2.2 Mission:
 We will deliver service excellence to all our customers, both internal and external.
 We will ensure to maximize shareholders’ value.
 We will constantly challenge our systems, procedures and training to maintain a cohesive
and professional team to order to achieve service excellence.
 We will create an enabling environment and embrace a team based culture where people
will excel.
2.3 Values:
We passionately drive customer delight.
SERVICE EXCELLENCE We use customer satisfaction to accelerate growth.
We believe in change to bring in timely solution.
We share the business plan.

OPENNESS We encourage two way communications.
We recognize achievements, celebrate results.
We care for each other.

TRUST We share learning/ knowledge.
We empower our people.
We know our roadmap.

COMMITMENT We believe in ‘continuous improvement’.
We do not wait to be told.
We say what we believe in.

INTEGRITY We respect every relationship.
We do not abuse information power.
We are tax-abiding citizen.

RESPONSIBLE We promote protection of the environment for our children.
CORPORATE CITIZEN We conform to all laws, rules, norms, sentiments and values of
the land.
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2.4 Management and Organizational Structure
The EBL Management Team or Management Committee comprises of a group of eleven
people and each of them comes with an international working background and are committed
in leveraging their experiences to take EBL to greater heights by ensuring top line revenues
with dynamic capabilities.
EBL ManCom is unique in being able to envision the need of the business by bringing in a
mixture of advanced technology solutions know-how and revamping the organizational
make- up for maximum profitability.
This mix of people is persistent to provide unparallel service to its customers, come up with
timely and innovative products and services and to enhance the capabilities of its people
while emphasizing on the latest technology. This they believe will take the Bank to a
leadership position in the country.
The objective of EBL ManCom is to drive the business to maximize the operational
excellence and efficiency through acquisition of talent, developing systems, processes and
people and through blending in of these to let customers revel in with fulfillment and
permanency.
2.4.1 Organization Hierarchy:
The organizational hierarchy of EBL:
CHAIRMAN
BOARD OF DIRECTORS
MANAGING DIRECTOR & CHIEF EXECUTIVE
OFFICER
AMD & CHIEF OF OPERATION
EXECUTIVE VICE PRESIDENT
SENIOR VICE PRESIDENT
VICE PRESIDENT
SENIOR ASSISTANT VICE PRESIDENT
FIRST ASSISTANT VICE PRESIDENT
ASSISTANT VICE PRESIDENT
SENIOR PRINCIPAL OFFICER
SENIOR PRINCIPAL OFFICER
PRINCIPAL OFFICER
SENIOR OFFICER
RELATIONSHIP OFFICER
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Source: Annual report of EBL
2.5 Business Matrix:

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EBL follows centralized business line based matrix compared to branch based business
matrix used by most of the local banks. The set up is identical to global bank’s practice
proven to be efficient and effective for optimal return and control. The Business Matrix of
EBL consists of Corporate, Consumer and SME Banking as core business units and Treasury
being the manager of funds maintains CRR, SLR with Bangladesh Bank, makes investments,
placements and borrowing in money and capital markets, deals with foreign exchange etc.
Also there are Project Finance Unit, Structured Finance Unit, Cash Management Unit, and
newly formed Investment Banking Unit under the umbrella of corporate banking that
contributes towards fee based earnings without assuming significant risk.
2.5.1 Corporate Banking

EBL Corporate Banking provides financial products & services reaching the country’s
growing corporate base. EBL Corporate Banking, aim to provide the best possible services to
its customers and with that in mind, it have proved themselves to be one of the leading bank
in helping clients to achieve success in every business endeavor they have.
In addition to traditional industries like RMG, Steel, Pharmaceuticals, Textiles, Ship
Breaking & Trading sector; EBL has enhanced its footprints into Packaging, Food, Power,
Construction, Aviation, Glassware, Edible Oil Refinery, Healthcare, Renewable Energy,
Plastic Polymer, Telecommunications, Ocean-Going Vessel financing, Agri-Business
(Poultry, Food Processing), etc. EBL products cover the following broad categories:
 Industrial and Project Financing
 Investments/ Capital Market Services
 Transaction services
 Trade Services and FX
 Deposits & Cash Management Solutions
2.5.1.1 Structured Finance Unit (SFU)

Structured Finance unit is the most active structured finance solution provider in the country
covering both offshore and onshore solutions. It has come a long way since it started its
journey in 2003 and now, one of the best in the market for product structuring, syndication
arrangement, trustee services and agency functions.
EBL Structured Finance Unit (SFU) structures syndication finance, equity participations, JV
projects, bond issuance, agency arrangements and providing package solution to its
customers. The unit within its broad scope of function performs the followings:
2.5.1.2 Investment Banking Unit
BL’s capital market operations are conducted by Investment Banking Unit. IBU
capitalizes the huge growth potential therein and diversifies the business to maximize
the risk adjusted return. This unit makes investment in the capital markets and
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contributes towards fee-based income and capital gains by taking acceptable level of risk.
EBL Investment Banking Unit, within a very short span of time, has been active in doing the
followings:
Managing own portfolio

Participation in Pre-IPO Placements
Participation in Book-Building Process
Sponsoring Mutual Funds
Trustee Services
Acting as Main Banker for IPO
Acting as Banker to the Issue
Participation in IPO Underwriting
2.5.1.3 Cash Management Unit

Companies today find themselves in an increasingly competitive local, regional and global
marketplace. Businesses have to focus on staying profitable while managing heightened
credit risk and narrowing margins. Keeping in view the challenges of our business
environment, EBL has developed a range of Cash Management solutions in order to manage
Cash flows efficiently and effectively by optimizing liquidity, reducing default risks, and
lowering operating cost. At EBL, products and services provide transactional value by
automating collection and payments of the clients that creates a win-win situation.
2.5.1.4 Project Finance Unit
PFU was established under Corporate Banking Division to appraise technical and financial
viability of projects during pre-booking stage and also to monitor the projects during post-
booking stage. It helps the bank to find out the potential projects in the initial stage according
to bank’s perspective and support those projects to be groomed in a planned way which
ultimately creates win-win situation both for the bank and customers. The team members of
PFU are highly capable and earned good repute in the industry through professionalism and
commitment. PFU assists all the CBU teams to book most of the new clients through their
technical expertise. It also provides advisory services in different issues of CBU and SFU.
2.5.1.5 Customer Support Unit
Customer Support Unit assists all relationship teams to analyze and assess financing proposals.
Customer Support Unit (CSU) - provides transactional support to corporate customers and works on
developing new products. This unit assists Relationship Units in providing day-to-day
services/information required by the customers and also monitors the account performance and status.
2.5.2 Consumer Banking

EBL Consumer Banking (CNB) has sustained its growth in deposit base and has attracted low
cost deposit fund. CNB Deposit grew by 23 percent. On the other hand, EBL has
also stepped up its Consumer Loan portfolio focusing mainly on the EMI based loans
Consumer. EMI Consumer Loan portfolio increased significantly during the year.
Total Consumer Loan portfolio (including credit cards) increased by 21 percent.
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2.5.2.1 Products and Services
Offering customers with diversified financial products and services is one of the major goals
of EBL. CNB launched several products to make the lives of our customers simple. EBL
introduced three different and very customer friendly products. EBL Travel card was
launched keeping in mind the growing traveling population of Bangladesh. EBL introduced
another milestone deposit product titled EBL Secure DPS which is a monthly deposit scheme
with life insurance facility. EBL received approval for launching mobile phone based
remittance distribution service. Moreover, EBL introduced a new service channel for the
upper customer segment “Priority Banking”.
2.5.2.2 Channel Distribution

EBL branch network is further expanded to 41 with the introduction of 3 new branches
(Darussalam Branch, Keranigong Branch and Tangail Branch). To enhance customer
convenience, EBL own ATM network is extended to 67 in important locations around the
country.
2.5.3 SME Division

EBL SME (Small and Medium Enterprises) division started its journey SME (Small and
Medium Enterprises) division in June 2006.As of now, it has 23 SME Centers located in the
premier business hubs of the country. The location of these SME Centers has been selected
based on transport convenience, business potential, market importance, etc. EBL has opened
7 new SME Centers in Chandangaon, Khatungonj, Keranigonj, Chawk Mughultuly, Mogh
Bazar, Board Bazar and Savar. Now EBL considers SME division a very strong business
wing. The growth rate of the EBL SME Banking has always been on an upward trend.
2.5.4 Other Divisions
2.5.4.1 Treasury Division
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The Treasury Division of EBL deals with fund management, viz. money market dealing and
LC Payments. They are also responsible for maintaining the statutory requirements with
Bangladesh Bank.
2.5.4.2 Credit Risk Management Division

This division is responsible for evaluating the credit worthiness and debt repayment
capability of present loan customers and loan applicants. The department also monitors the
risk worthiness regularly. The branches send all proposals from the prospective borrowers to
the corporate division, which in turn analyze the financial statements and prepare credit
memorandum, application for limit, account profitability and other necessary papers and send
them to the Credit Risk Management division for approval. The department keeps track of
credit portfolio by obtaining regular information from the branches. It sets price for credits
and ensures its implementation at the branches. This department also monitors the various
loan accounts of the branches and prepares various statements for Bangladesh Bank.
2.5.4.3 Brand Management Division

The Brand Management division is a secondary unit of consumer division and is responsible
for all activities related to managing the organization’s brand and building brand equity. It
designs the logo, greeting cards and official stationeries’ and prepares promotional plan and
budget.
2.5.4.4 Finance Department

Finance division of the bank is responsible for:
 Budgeting and Cost Monitoring
 Planning and Monitoring the bank’s liquidity
 Corporate Tax management
 Monthly accrued interest calculation of all interest bearing accounts
 Amortization of all fixed and other assets,
 Central bank & other statutory reporting,
 Management reporting (MIS),
 Preparation of various financial statements
 Weekly deposit and advance analysis of the bank,
 Cost of fund analysis,
 Maintenance of accounts,
 Preparation of annual report of the bank,
2.5.4.5 Human Resource Management Department

As EBL Human Resources directly involves with the People, Education and
Innovation, it created a positive impression in the Banking Environment of
Bangladesh. The Human Resources Department is working relentlessly to meet need
and desire of the bank as it believes in serving. Creating a progressive and a
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possessive environment for the people to work at EBL is the undeviating objective of the
team. The communal task for the recruitment and selection team is not simply hiring the
people to fill up the gap rather creating an enabling environment putting right people in right
place on right time. The pre and post orientation programs, learning and development
program enhance propensity of the employees to maximize their output through achieving
target on time.
2.5.4.6 Special Asset Management Department

Special Asset Management Division (SAMD) is responsible for management of all accounts,
which are classified in the bank’s loan portfolio. The Special Asset Management Department
(SAMD) is dedicated for management of problem credits. Major responsibility of this
department is to formulate strategies and action plans for minimization of risk, prevention of
loss, maximization of recovery, and restoration profits through restructuring/rescheduling,
direct recovery, and/or legal actions.
2.5.4.7 Audit and Compliance

This division provides legal assistance to the branches and formulates strategy for classified
loans and ensures observance of rules and policies by all stakeholders of the bank through
routine and surprise inspection and audit.
2.5.4.8 Credit Administration Division

Credit Administration Division deals with Credit Administration, Loan Monitoring and
Documentation. Credit Administration entails post-approval functions of the division, which
are monitoring credit expiry, dues, excess over limit, document deficiency and reporting the
deficiencies. Loan monitoring part entails follow-up on approval terms, proper disbursement,
monitor interest payments, monitor principal repayment and maintaining balance with
general ledger. Documentation function entails ensuring that proper loan documents are
present, filing with the Registered Joint Stock Corporation (RJSC) and executing registered
mortgage deed.
2.5.4.9 Operations
The Operations division consists of Service Delivery, Trade Service, Treasury Support
division and IT division. These subdivisions provide support to the front office
functionalities.
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2.6 Marketing Aspects
EBL has a highly skilled marketing team which contributes to the growth of the organization
continuously by developing new, innovative products, properly campaigning for the products
and maintaining a healthy customer relationship.
2.7 Financial and Operational Highlights

Eastern Bank Limited has made 24.93% growth in Operating Profit (Profit before provisions
and tax) during 2009 to BDT 2,980.16 million primarily due to 39.56% increase in Net
Interest Income or NII (BDT 2,164.91 million against BDT 1,551.21 million in 2008) and
14.51% increase of other revenue (BDT 2,465.25 million compared to BDT 2,152.79 million
in 2008) offset in part by 25.14% increase of operating expenses (BDT 1,649.99 million vs.
BDT 1318.46 million in 2008). Profit after tax increased by 82.33% to BDT 1454.54 million
compared to BDT 797.77 million in 2008 mainly due to decrease of loan loss provision by
38.52% (BDT 279.46 million vs. BDT 454.54 million in 2008). Therefore, Earning per Share
(EPS) in 2008 jumped accordingly to BDT 58.53 compared to BDT 34.53 (restated) in 2008.
The following table illustrates these concepts more vividly:
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The following illustration depicts the Income-Expenses-Profit relationship in greater details:
Both the Loans and Deposits increased by more than the industry average in 2008. Loans
grew by 28.10% in 2008 (2008 end: BDT 39,662.16 million vs. 2007 end: BDT 30,961.80
million) and Deposit increased by 39.12% in 2008 (2008 end: BDT 41,572.77 million vs.
2007 end: BDT 29,882.11 million).
The following illustration depicts the loan-deposit relationship in greater details:
In the last year’s operations, the Loan Portfolio of EBL increased by 20.19% to BDT
47,667.99 million, whereas Deposits grew by 18.32 % to BDT 49,189.54 million as on
December 31, 2009. In absolute numbers, Loans grew by BDT 8,005.83 million whereas
Deposits grew by BDT 7,616.77 million in 2009. Borrowing increased by BDT 3,886.59
million or 78.55.43% whereas placement decreased by BDT 370 million or 52.86% over
those of 2008.
Investment increased by 65.38% to BDT 8,806.31 million as on December 31, 2009. Fixed
Assets increased by 44.77% reaching BDT 1,804.05 million as on year end 2009 mainly due
to purchase of land costing BDT 52.36 million and booking land revaluation gain of BDT
508.66 million. Shareholders' Equity increased by 78.10% and reached BDT 8,429.15 million
as on year end 2009. Finally, the Balance Sheet size of EBL i.e. Total Assets increased
significantly by 27.97% and reached to BDT 69,870.74 million as on December 31,
2009.
The following graphs depict the aforementioned trends with a greater detail:
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Key Ratios:
Since EBL’s profit after tax has increased by 82.33% during 2009, all the ratios (including
ROE and ROA) whose numerator is the PAT have jumped.
Following table summarizes some of the major financial ratios:
The following graphs depict the aforementioned trends with a greater detail:
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CHAPTER 3
CONSUMER BANKING
PRODUCTS/SERVICES
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CHAPTER 3
CONSUMER BANKING PRODUCTS/SERVICES
3.1 Loan Products
EBL Jibandhara Loan

Features at a glance:
 Loan Amount ranges from BDT 50,000 to BDT 1,000,000 ( or 12 times of gross
salary, whichever is lower).
 Repayment tenure of 12, 24, 36, 48 or 60 months.
 Payment option available starting after minimum 6 months of disbursement of loan.
 Early full and final settlement allowed.
 No security required.
 No hidden charges.
EBL Home Loan

EBL introduces the most convenient & practical Home Loan that suits all home financing
needs. Let it be for apartment purchase, home construction, extension or renovation - EBL is
here with the ultimate solution for customer.
 Loan amount BDT 500,000 – BDT 1 Crore or 50 times of applicant’s Gross Monthly
Income, whichever is lower
 Repayment tenure 3 years to 20 years
 EBL Home Loan Interest Rate: 13% (Floating)
 Loan Take-over facility with attractive interest rate option (1% less than existing other
Home Loan but not less than 13.5% per annum)
 Processing fee – 1.25% of the loan amount for the fresh applicants and 0% for
the take-over loans
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 Loan up to 80% of the property value
 Advance/Partial Prepayment - Anytime and any amount payment facility available,

fee is 1% of the Advance/Partial Prepayment amount.
 Additional Loan Top up facility available
EBL Utshab Loan

 Loan amount ranging from minimum BDT 50,000 to maximum BDT 150,000 (or 10
times of gross monthly income, whichever is lower)
 Repayment tenure of 12,24 or 36 months
 Absolutely no processing fees
 Special discount in interest rate
EBL Fast Cash

 Revolving credit facility
 Pre-determined amount of credit from customers’ current account.
 Interest charged only for the amount customers have drawn.
 Interest charged on quarterly basis.
 Repayment at anytime during the stipulated period.
 Option of renewal at customers’ request.
 Any earning individual having an FD or other securities like Wage Earner’s Bond,
ICB unit certificate etc is eligible to apply.
EBL Fast Loan

EBL Fast Loan provides customer with short term loan facility. With this, customer can
always have their choice to determine the repayment term. This product provides a fast way
to meet customers’ financial needs.
 100% cash secured loan
 Repayment tenure of 12, 24, or 36 months
 Competitive interest rates
 Early full and final settlement allowed
 Shortest possible processing time
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EBL Executive loan
 Loan amount ranging from minimum BDT 50,000 to maximum BDT 1,000,000 or 6
times of gross salary, whichever is lower (in case of govt. officials, the loan amount
starts from BDT 30,000)
 Repayment tenure of 12,24 or 36 months
 Early full and final settlement allowed
 Any Salaried Executive can apply for the loan.
EBL Auto Loan

 Loan amount ranges from BDT 350,000 to BDT 2,000,000 (up to 100% for brand
new car and 70% for reconditioned car)
 Competitive interest rates
 Repayment tenure of 12,24,36,48 or 60 months
 Customer has the option of pre-paying his/her loan after a minimum of 6 months of
loan disbursement
 Early full and final settlement allowed.
EBL Traveloan
TraveLoan - Secured
 Loan amount 90% of the security deposit (EBL FD).
 Easy Monthly Installment Repayment - 12 months to 60 months.
 Loan amount Tk. 50,000 - Tk. 500,000.
 Processing fee - 1% of the loan amount or Tk. 2,000 whichever is higher.
 Advance/Partial prepayment allowed.
 Loan disbursement directly to Customer Account.
 No personal guarantee required.
 50% processing fee waiver for EBL Dual Currency Credit Cardholder.
 50% Dual Currency Credit Card Issuance fee waiver for TraveLoan borrowers.
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TraveLoan - Unsecured
 Easy Monthly Installment Repayment - 12 months to 60 months
 Loan amount Tk. 50,000 - Tk. 500,000 or 10 times of gross monthly income,
whichever is lower
 Competitive interest rate.
 Processing fee - 1% of the loan amount or Tk. 2,000 whichever is higher
 Advance/Partial prepayment allowed
 50% processing fee waiver for EBL Dual Currency Credit Cardholder
 50% Dual Currency Credit Card Issuance fee waiver for TraveLoan borrowers.
EBL Parseloan
There must have been many occasions when an individual has had some money and needed
some more for some specific purpose. EBL Parseloan is the right Product for him/her, where
he/she gives some and EBL shares the rest with him/her - making life simple for him/her.
 Any purpose personal loan facility
 Loan amount BDT 2,00,000 to BDT 10,00,000 or 12 times of Applicant's Gross
Monthly Income
 EMI based loan repayment facility
 Repayment Tenure - 12 months to 60 months
 Available in two versions:
EBL Parseloan 30 - where the customer provides 30% of the applied loan amount in the
form of EBL FD; for example, if a customer needs Tk. 10 lac loan, then he/she need to
provide BDT 3 lac as security.
EBL Parseloan 50 - where the customer provides 50% of the applied loan amount in the
form of EBL FD; for example, a customer needs Tk. 10 lac loan, then he/she needs to provide
BDT 5 lac as security.
 Loan facility for both fresh applications and take-over purpose
 Attractive interest on security amount (FD) making the total loan cost minimal
 Attractive Loan Interest Rates
 Partial Pre-payment and early final settlement options available
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EBL Education Finance Pack
EBL developed the Education Finance Pack with three types of loan facilities so that the
customer can select matching his/her need.
EduLoan Unsecured – Education Loan without Security Deposit
Features:
 EMI based loan facility.
 Maximum loan amount BDT 10,00,000 or 10 times of Gross Monthly Income of the
applicant. Loan amount up to 80% of the summation of admission fee, tuition fee,
semester fee, other fees as stated by the educational institutions, living/lodging
expenses and traveling expense. Total expense estimation needs to be submitted by
the applicant with supporting documents.
 Processing fee – 1.5% of the Loan amount
 Repayment tenor : 12 – 60 months
 Advance / partial pre payment is allowed
 Student File services available
 Disbursement
EduLoan Secured - Education Loan with Security Deposit

Features:
 EMI based loan facility
 Loan amount is 95% of the security deposit (EBL FD)
 Processing fee – 1% of the Loan amount or BDT 10,000, whichever is higher
 Repayment tenor : 12 – 60 months
 Within same day processing
 No personal guarantee required
 Interest Rate: FD+3%
EduLine – Credit Facility against Security Deposit
Features:
 Loan amount is 95% of the security deposit
 Interest against utilization only
 Within same day processing
 Processing fee – 1% of the Loan amount or Tk. 2,000, whichever is higher
 No personal guarantee required
 Interest Rate: FD+3%
 Student File services available.
3.2 Deposit Products:

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EBL Interesting account
 Interest calculated on daily balance.
 Interest is credited to the customer’s account every month.
 Competitive interest rate.
 Unlimited cash withdrawal.
 No extra terms and conditions.
EBL Campus Account

EBL Campus - first time in Bangladesh a tailor made banking pack for students. EBL
Campus Account is very special savings account with no hidden charges or restrictions, while
giving the students very attractive interest on daily balance
 Interest bearing deposit account
 Interest calculated on the basis of daily balance
 No hidden charges or restrictions apply with regard to interest payment
 No standing in bank branch queues for withdrawal of money
 Leads the students into the smart ... modern world of electronic banking- ATMs, POS
terminals, Kiosks etc.
EBL high performance account

 Interest calculated on a daily balance
 Minimum balance required: BDT 20,000
 Unlimited cash withdrawal
 Highest interest rate compared to other similar account.
 No extra terms and conditions apply
 Interest is paid twice a year.
EBL Repeat
EBL Repeat is a term deposit scheme and offers monthly return on you fixed deposit over a
certain period.
 Under this scheme, minimum principal amount is Tk. 100,000 (Taka One Lac Only).
There is no maximum principal amount limit. Accounts in multiple of Tk. 100,000
(Taka One Lac Only) can be opened.
 EBL repeat must be kept for a term of 1 year (12 Months)/ 2 Years (24
Months) / 3 years (36 Months).
 EBL Repeat can be opened by EBL Account Holders only.
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 All payments, principal & interest, shall be paid to the above specified EBL Account
only.
 EBL Repeat Account Holders may take OD facility against EBL Repeat account
(maximum 90% of the value).
EBL Confidence
 Under the scheme account(s) can be opened for a period of 3 (36 Monthly
Installments) / 5 (60 Monthly Installments) / 7 (84 monthly installments) / 10 (120
Monthly Installments) years in any denomination at multiple of Tk. 500.00 per month
but not exceeding Tk. 20,000.00 per month.
 The rates of interest are: for 3 years: 9.00% per annum; for 5 years: 9.50% per annum;
for 7 years: 9.50% per annum; for 10 years: 9.50% per annum.
 Depositor can choose any denomination of deposit per month at the time of opening
the scheme, which cannot be changed later on.
 Monthly installments will be automatically realized from the Customer's Personal
EBL account linked with EBL Confidence.
EBL Secure DPS

EBL Secure – Deposit Protection Scheme is a monthly savings scheme which is an unique
one and gives the opportunity of saving money for the future as well as assures that in case of
sudden demise of the depositor his/her family gets the much needed financial support. EBL
Secure DPS is such a product that ensures both savings and security for a depositor.
 Under the scheme, a depositor can save Tk. 500 up to a maximum of Tk. 13,000 per
month for a period of 5 years.
 The monthly installments have built in life insurance coverage which assures the
maturity value of the deposit in case of depositor’s death due to any cause (excluding
pre-existing illness/disability, AIDS, suicide, murder or assault, war or warlike
operation etc.).
 Other than insurance coverage on the maturity value – EBL Secure DPS offers very
attractive interest rates on the deposits made. For example – by depositing Tk. 3,000
per month a person can get a return of Tk. 221,838 at the end of 5 years (60 monthly
installments). And if the depositor dies anytime during the DPS period - even after
depositing a single installment – EBL shall pay back the full maturity value of Tk.
221,838 subject to fulfillment of Insurance requirements.
 The monthly installments of the DPS has built-in insurance premium. World's leading
insurer American Life Insurance Company is providing the life insurance coverage in
EBL Secure DPS.
3.3 Card Products:

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EBL SIMPLE Credit Card
When you become a member of EBL SIMPLE Card Services family, you become a part of an
exclusive club – entitled to first class financial advice, priority treatment and a growing range
of courtesy services.
 Onetime Fee, Lifetime Free: To avail EBL Credit Card services, you need to pay the
Issuance/Joining/Subscription/ Annual Fee only once. After that there is no annual fee
for you as long as you transact at least 18 times in a whole year.
 It is a lifetime Card: As per market standard, an average cardholder uses his/her card
almost 24 times annually. So, without doing anything extra - the customer can can
have the free renewal option – for the following year.
 Balance Transfer: If the customers have Other Bank Credit Card(s), theybcan have
the option to transfer their current outstanding balance at a much cheaper rate to their
EBL Credit Card.
 Card Cheque: Through EBL Credit Card the customer can enjoy a full-fledged
cheque book facility. This cheque book is useful with situation where they cannot use
their credit card (e.g. tuition fees, rent, etc). EBL is offering the FIRST
CHEQUEBOOK FREE.
 Worldwide Acceptance: EBL Credit Card is accepted at over 5,000 VISA merchant
outlets around the country and over 24 million VISA outlets worldwide.
 Immediate Cash Advance: the customer can withdraw cash up to 50% of your total
credit limit 24-hours a day from any EBL ATM; or any VISA participating member
bank ATMs across the country; or from any VISA ATMs worldwide.
 Supplementary Card: EBL Credit Card gives the customers the opportunity to share
the benefits of their card with their dear ones by providing them supplementary cards.
 Risk Assurance Program: Risk Assurance Program is a Double Benefit Insurance
Plan for the EBL Credit Cardholders. The entire dues on the credit card in the event of
death or permanent total disability of EBL credit cardholder will be waived and the
cardholder or his/her family will receive equal amount to meet immediate expenses –
under Risk Assurance Program.
 Great Discounts: EBL has collaborated with hundreds of vendors for giving the EBL
Credit Card users a hefty discount on their products and services.
 Shopper’s Guide: EBL Credit Card provides the customers a list of shops and outlets
where using the card will entitle them to receive certain discount
 Easy Installment Program: Easy Installment Program of EBL Credit Card allows
the cardholder to convert any retail transaction into an easy installment plan.
 Auto Debit Facility: If the customer has an account with any Eastern Bank branch,
he/she has the option of making the payment of him/her monthly credit statement
(either the minimum amount due or the total amount due) directly through him/her
bank account.
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 Convenient Payment Option: When the customers receive their bills, the customers
need not pay the entire bill amount. The customers have the flexibility of selecting the
payment options.
 SMail Service: EBL cardholders can receive monthly statements via e-mail,
completely free of cost.
 Global Emergency Assistance Service: When travelling abroad, the customers have
the option of using the Global Emergency Assistance Services provided by VISA for
EBL cardholders. These can be availed for: 1. Reporting lost/stolen credit cards, 2.
Requesting for an emergency card replacement, 3. Emergency cash advance & 4.
Miscellaneous enquiries.
 EBL Mobile Alert: EBL Mobile Alert is a very simple, powerful and convenient way
to know Credit Card statement details instantly without any postal delays.
 EBL Rewards Program: A special bonus plan that allows the customers to earn
points every time they use their Cards, Every Tk. 50 that the customers spend earns
them 1 point.
 Self-set Limit: EBL Credit Card is the only Card that allows the customers to pre-
define your own credit limits.
 Limited Lost Card Liability: In case the Card is lost or stolen, the customers can
call the EBL 24-hour Cards Center and report the loss of their Card. A new Card will
be sent to them within 72 hours of reporting this loss.
 24-hour Cards Center: The EBL 24-hour Cards Center is equipped with a state-of-the-
art system that ensures the customer’s queries being handled efficiently and promptly.
LifeStyle Card
EBL LifeStyle Card is a solid, internationally branded prepaid card that suits the lifestyle of
students.
 A global branded VISA prepaid card.
 Reloadable.
 Round the clock access to large ATM network (over 85 Q-cash & VISA ATMs within
Bangladesh) and a large network of POS terminals at different shops.
 Discount on purchases available from many retail shops/outlets.
 Having a bank account with EBL is not required
EBL Cool Card

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Cool Card - Under “EBL Campus”, it’s another fantastic offering- the perfect vehicle for
doing away with the hassles of carrying cash around. This VISA Electron Debit Card-
specially designed for students- is not just a piece of super- smart plastic, it’s much more. Its
freedom, ease, order, safety & style- all put together in a cool, cool fashion.
 A global branded VISA Electron Debit Card tagged with Campus Account
maintained at EBL.
 Round the clock access to a large ATM network (over 85 Q-Cash & VISA ATMs
within Bangladesh) and a larger network of POS terminals at different shops.
 Discount on purchases available from many retail outlets/shops.
 Cheaper than EBL VISA Election Debit Card (available for general customers).
EBL Travel Card

EBL Travel Card is a prepaid Visa card available over the counter to both EBL and non-EBL
customers. It has been specially designed to give customers more convenient access to their
own money – in the USD – while they’re traveling.
It’s a Visa Card, which means it is accepted at over 24 million locations worldwide –
including shops, car rental companies, travel agents and ATMs.
 Convenience: The EBL Travel Card is easy to purchase as no bank account or credit
check is required. The customers don’t even need to be an EBL customer to buy one.
They can use their EBL Travel Card to withdraw cash from ATMs or make purchases
wherever Visa is accepted electronically.
 It's prepaid – customers can load a maximum of $ 3,000 for Non-SAARC countries
and $ 1,000 for SAARC countries & Myanmar.
 Worldwide ATM access to withdraw cash (75% of the loaded amount) in local
currency through any Visa-enabled ATM.
 No transaction fee for purchases.
 Accepted electronically at over 24 million locations worldwide
 Privilege of a backup card to be safe against lost or theft of your primary card.
 PIN-protected for the customer’s security.
 Roaming cell phone bill payment facility.
 Reloadable in Bangladesh against remaining individual travel quota.
 Advanced fraud detection software (which aims to detect unusual spending patterns
and unusual transactions) also helps to protect customers’ transactions.
 When purchasing an EBL Travel Card, customers will get two cards: a primary card
and a backup card for added security.
 The card is reusable and valid for up to 2 years. (Expiry date is printed on the card).
EBL Visa Platinum card
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 Maximum Credit Limit: EBL Visa Platinum cardholders are EBL’s top priority
customers with high income levels, it is imperative that the credit limit supports the
premium positioning of EBL Visa Platinum by providing maximum purchasing power
to these cardholders. In keeping with the needs of this segment, EBL Visa Platinum
cards are offered at a maximum credit limit of BDT 500,000 or as guided by the
Central Bank. This maximum credit limit may be converted into USD or local
currencies using the market exchange rate and local purchasing power.
 Lower Interest Rate: EBL Visa Platinum cardholders are the privileged ones and so
is the interest rate. All the purchases are charged at 2.17% per month where a regular
card is charged at 2.5% per month. This gives customers to spend more with lower
cost.
 Balance Transfer at 20%: EBL introduced Credit Card Balance Transfer for the first
time in Bangladesh. Now EBL take the step a further. EBL offers customers the
option to transfer their current other bank Card outstanding balance at 20% annual
interest to their EBL Visa Platinum Credit Card.
 Travel Accident Insurance: EBL Visa Platinum cardholders are automatically

entitled to a minimum coverage of BDT 10,00,000 for Travel Accident Insurance
when they charge their travel fares to their EBL Visa Platinum card.
 Personalized Customer Service: To meet the discerning needs of EBL Visa

Platinum cardholders, EBL provides the platinum cardholders with a personalized
customer service, 24 hours a day, 7 days a week, accessible via telephone.
 Year End Account Summary: To provide a superior level of convenience, EBL

offers a year-end account summary statement to the EBL Visa Platinum cardholders.
These reports provide cardholders with a concise summary of their credit card activity
for easier recordkeeping and budgeting.
 Concierge Service: Concierge service is one of the most attractive features of EBL
Visa Platinum. Visa provides VPCC, a lifestyle concierge service to EBL Visa
Platinum cardholders with the best in personalized customer service, 24 hours a day, 7
days a week. Whether at home or overseas, a EBL Visa Platinum cardholder have
access to a host of lifestyle services, as well as emergency assistance such as card
replacement, cash disbursement, medical assistance, etc., through a dedicated network
of global toll-free numbers. And all these through an integrated call centre.
 Concierge Online: Concierge Online provides an alternative to the

conventional telephone concierge service. With a simple click of the mouse,
cardholders can easily request for Trip Planning Assistance, Hotel
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Reservations, Flight Reservations, Car Rentals, Restaurant Reservations and
Performance Ticket Bookings, all from the comfort of their homes.
 Priority Pass Airport Lounge Program: Priority Pass is the largest independent
airport VIP lounge program in the world, with over 600 exclusive VIP airport lounge
locations around the world. Priority Pass membership cards can be used at any
participating airport lounges regardless of airline of travel or class of ticket.
 The Visa Platinum Club: The Visa Platinum Club is a unique recognition program
that rewards cardholders with exclusive privileges from partners well known by their
international reputation for excellence and service. From complimentary room
upgrades at five-star hotels, attractive retail discounts, special rates on car rentals to
spa services, these exclusive Visa Platinum Club privileges help EBL to reward the
cardholders in a special way.
 EBL Visa Platinum Dining: EBL Visa Platinum Dining is a fine dining program
specially designed for EBL Visa Platinum cardholders. It offers dining privileges at
over 100 fine restaurants in different countries in Asia Pacific. This is also available at
select Bangladeshi restaurants.
 EBL Visa Platinum Golf: EBL Visa Platinum Golf offers EBL Visa Platinum
cardholders complimentary tee-offs, discounted green fees and exclusive access to the
world's most celebrated golf clubs.
 Global Customer Assistance Service (GCAS): GCAS is a comprehensive customer

services program made available to all EBL Visa Platinum cardholders when they
travel overseas, either for business or leisure. With multilingual support, Visa
cardholders can access GCAS from practically anywhere in the world, any time of the
day, throughout the year. The following are GCAS core services available to EBL
Visa Platinum cardholders.
 Lost/Stolen card reporting
 Emergency card replacement
 Emergency cash disbursement:
 Cardholder inquiry service
 Immediate Cash Advance Facility: With an EBL Visa Platinum Credit Card
customers can withdraw cash up to 100% of their total BDT credit limit 24-hours a
day from any EBL ATM; or any VISA participating member bank ATMs across the
country; or USD credit limit from any VISA ATMs worldwide.
 Risk Assurance Program: Risk Assurance Program is a Triple Benefit Insurance

Plan for the EBL Credit Cardholders. The entire dues on the Credit Card, in the event
of death or permanent total disability of EBL Credit Cardholder, will be waived.
 Supplementary Card: EBL Visa Platinum Credit Card gives customers the
opportunity to share the benefits of their Card with their dear ones by
providing them supplementary cards.
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 Great Discounts: EBL has partnered with hundreds of vendors for giving the EBL
Visa Platinum Credit Card users a hefty discount on their products and services.
 Convenient Payment Option: When customers receive their bills, they need not pay
the entire bill amount. They have the flexibility of selecting any of the various
payment options.
 Auto Debit Facility: If the customers have an account with any Eastern Bank
branch, they have the option of making the payment of their monthly credit statement
directly through their Bank account.
 Payment through Internet Banking: If the customers have an Internet Banking ID

with EBL, they can log on to their Internet Banking account and pay directly for their
card local currency bills.
 E-Statement Service: EBL Visa Platinum Cardholders can receive monthly

statements via e-mail, completely free of cost.
 Transaction Alert: EBL Transaction Alert Service is a very simple, powerful and
convenient way to know the customer’s Credit Card statement details instantly
without any postal delays.
 Limited Lost Card Liability: In case the Card is lost or stolen, customers can call
the EBL 24-hour Cards Center and report the loss of their Cards. New Cards will be
sent to them within 72 hours of reporting this loss.
3.4 NRB Banking – EBL Matribhumi
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Non Resident Business has always been within EBL’s focus area. Keeping in mind the
regulatory requirements and the need of the remitters, EBL re-branded its non-resident
business outlook and launched a set of service propositions under the brand name “EBL
Matribhumi”. EBL Matribhumi is a service concept where the maximum financial security
and convenience for banking is ensured. With increasing migrant population and remittance
inflow, the launching of EBL Matribhumi was a timely initiative.
EBL Shonchoy
EBL Shonchoy is a daily interest bearing and monthly interest paying taka savings account
for the Global Bangladeshis. The Account is aimed to help NRBs saving their hard earned
money in local currency for a secured future.
 Eligibility: Any Non Resident Bangladeshi is eligible to open EBL Shonchoy
Savings account.
 He/ She should have legal residence and work permit.
 Minimum Initial Deposit: Tk.1,000 during opening but at least BDT 5,000 must be
credited to the account within 60 days of opening through remittance; else the account
will be closed.
 Interest: Rate of Interest @5% p.a. accrued daily and paid monthly basis; Interest
will be calculated on daily balance of the account. If EOD balance of the accounts
falls below Tk. 10,000/-, no interest will be paid for that day.
 Individual/ Joint Applicant: The account can be opened jointly subject to the Non
Resident being the sole operator or jointly by the Non Resident and Resident.
 Debit Card: Local Currency Debit Card will be issued for the Account Operator.
 Internet Banking: Internet Banking facility available for 24x7 banking access TOT
easy monitoring of the account.
 Utility Bill Payment: Payment of Utility Bills through Internet Banking facility.
EBL Paribar
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EBL Paribar is a daily interest bearing and monthly interest paying savings account for the
families of Non Resident Bangladeshis. The account is for helping the Global Bangladeshis
to maintain their family expenses locally.
 Eligibility: Any beneficiaries who are 18 years of age and receive money from
abroad are eligible to open this account. The sender (Non Resident Bangladeshi
National) should have legal resident / work permit.
 Minimum Initial Deposit: BDT 5,000
 Rate of Interest & Calculation: Rate of Interest @5% p.a. accrued daily and paid
monthly basis; Interest will be calculated on daily balance of the account. If EOD
balance of the accounts falls below Tk. 10,000/-, no interest will be paid for that day.
 Debit Card: Local Currency Debit Card will be issued for the Account Operator.
 Internet Banking: Internet Banking facility available for 24x7 banking access for
easy monitoring of the account.
 Utility Bill Payment: Payment of Utility Bills through Internet Banking facility.
EBL Global
EBL Global is an FCY current account which can be opened in USD/GBP/Euro/Yen without
restriction on transaction frequency. The account can be operated by the mandate by the
account holder. Account fund remains in foreign currency and is freely remittable in abroad
and encash in Bangladesh in local Currency.
Key Features
 Deposit can be made in foreign currency only (cash, TC or Drafts or transfer from
other FCY account and during temporary visit to Bangladesh by account holders,
subject to proper declaration)
 Cash withdrawal facility from the account is in local currency in Bangladesh
 Payments may be made freely abroad from these foreign currency accounts to the
extent of balances lying therein
 Global VISA debit card against account balance is issued -can be used anywhere in
the world; local expenses to be settled in FCY.
 Fund can be used to make investment in Wage Earners' Development Bond/NFCD
term deposits.
 Account balance is freely remittable.
 Minimum Initial Deposit: USD 500 or equivalent GBP/EURO/YEN minimum
 Individual/Joint Applicant: Customer can open joint account with another Non
Resident Bangladeshi (preferably close relatives).
 Debit Card: Global VISA Debit Card, which can be used at VISA location
worldwide, will be issued for the Individual Accountholders. Cards will be available
from June 2009.
 Internet Banking: Internet Banking facility available for 24x7 banking access for easy
monitoring of the account.
EBL NFCD
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EBL NFCD (Non Resident Foreign Currency Deposit) Account is an interest bearing time
deposit account for Non Resident Bangladeshis which can be opened with foreign exchange
for a period of 1/3/6/12 months.
Key Features
 The accounts are in the nature of term deposits maturing after one month, three
months, six months and one year.
 The accounts can be maintained in US dollar, pound sterling, Euro or Japanese yen;
 Accounts may be opened against remittances in other convertible currencies after

conversion of those.
 Minimum Initial Deposit

Category A & B: Initially with minimum amount of US$ 1,000 or GBP 500 or
equivalent.
Category C: The minimum amount of time deposits in such cases should be US$
25,000 or its equivalent in GBP, Euro or Japanese yen.
EBL Smart Remit

EBL Smart Remit is a mobile phone based remittance distribution service. This is a unique
service proposition that is aimed to encourage the remitters to remit using the formal channel.
3.5 SME BANKING

EBL PUJI
Key Features
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 Any business purpose loan from Tk. 500,000 to Tk. 5,000,000
 To be repaid within maximum 36 months (Next loan is repayable within 60 months)
 Collateral security required along with charge on business assets
 Loan repayable in equal monthly installment
[
EBL BANNIJYO
Key Features
 Credit facility up to BDT 20,000,000 to any legitimate import business
 Nil margin LC facility
 No requirement of land/building mortgage
 30%-40% of total limit in the form of FD as collateral required
 Over Draft facility to support day to day general expenses
EBL UDDOG
Key Features
 Any legal business purpose, loan minimum BDT 6,00,000 – maximum BDT
50,00,000
 Without land/building mortgage
 To be repaid within maximum 60 months.
 50% of the loan amount in the form of fixed deposit is needed
EBL SUBIDHA
Key Features
 Minimum account opening amount BDT 100,000
 Minimum deposit requirement for interest earning BDT 100,000
 Daily interest bearing and half-yearly interest paying account
 No Ledger Fee if the Shubidha Account average balance is BDT 100,000 or more;
incase of amount less than that a semi-annual ledger fee of BDT 300 will be
applicable
 24-hour money withdrawal facility at any VISA ATM
 No Intercity Transaction Fee Up to BDT 10,00,000
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EBL MUKTI
Key Features
 Credit facility up to BDT 300,000 (three lac) in any legitimate business
 No requirement of land/building mortgage
 Yearly interest rate is 10%, which is the lowest in the country
 Facility is only for Women Entrepreneurs
 Any legitimate business with at least two years of operation
EBL ASHA
Key Features
 Any business purpose loan from Tk. 200,000 to Tk. 990,000
 To be repaid within maximum 24 months (Next loan is repayable within 60 months)
 No requirment for collateral security
 Loan repayable in equal monthly installment
EBL AGRIM
Key Features
 Any legal business purpose, loan facility minimum BDT 200,000 – maximum BDT
950,000
 No collateral security required
 Loan tenure 1 month to 6 months
 Single shot payment at maturity but interest will be realized on monthly basis
 Partial payment and early payment allowed- no additional fee required
3.6 OTHER SERVICE
EBL Priority Banking

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EBL has introduced this new service channel for the upper customer segment. Priority
Banking is a service offering for upscale retail customers, which attract high net worth
customers who require very personalized and sophisticated banking services.
Key features:
 Exclusive Service Proposition: Access to dedicated relationship manager and

an exclusive lounge to conduct all banking business in comfort and privacy
with relationship pricing discounts and priority turnaround time for service
delivery.
 Lifestyle Enhancement Benefits: This includes distinctive branding/gift,

rewards/discounts at key outlets which will be perceived as good value to
customers and something they will aspire to.
Internet Banking
EBL Internet banking addresses the needs of small, individual and corporate account holders
of the bank. It provides a comprehensive range of banking services such as Account
operations and Inquiries, Fund Transfers and payments, Utility Bill payment, Deposits,
Loans, Inquiries and other services including a Session Summary.
Student Banking
Other than education loans and student accounts- EBL offers student file services for the
students who seek to study abroad through its dedicated student centers at Gulshan and
Dhanmondi.
Hajj Remittance Service

EBL’s Hajj Remittance Service provides convenient, secure and reliable money transfers
during hajj for EBL account holders. Service include handling Foreign Demand Drafts
(FDDs) and Foreign Telegraphic Transfers (FTTs) in Saudi Arabian local currency.
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CHAPTER 4
CUSTOMER SATISFACTION
LEVEL ANALYSIS AND
ITS MEASUREMENT
CHAPTER 4
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CUSTOMER SATISFACTION LEVEL ANALYSIS
After I finished collecting the data, I analyzed the data using the statistical software of SPSS
and Microsoft Excel. The first task in analysis was to input data into the statistical software.
To input the quantitative data collected from my survey, I used the popular software of SPSS.
There are considered 100 respondent numbers and also consider respondent gender, age and
occupation. There are some variables which are-
 Degree of importance of Product features and benefits
 Degree of importance of Providing service with courtesy and professionalism
 Degree of importance of Proper understanding and solution of problems
 Degree of importance of Competent and knowledgeable service provider
 Degree of importance of Quick service/ transaction completion time
 Degree of importance of Nice atmosphere
These Factors affecting Customer satisfaction are rated based on a scale of 1-5 where 1 is
most influential factor and 5 is the least influential factor. Customers satisfaction level are
also rated based on agree or disagree with the following statement-
 Satisfaction with Product features and benefits factor
 Satisfaction with courteousness and professionalism factor
 Satisfaction with understanding and solution of problems factor
 Satisfaction with Competency and knowledge factor of the service providers.
 Satisfaction with service/ transaction completion time factor
 Satisfaction with atmosphere factor
Likelihood of repurchase product or services of EBL, Likelihood of recommendation to

friends or relatives of EBL products, Comparison of EBL products/ services to other banks
and Overall Customer satisfaction level have been analyzed with all other variables using
suitable statistical tools, and the results have been shown through tables, charts and graphical
representations in some cases. Some of the statistical tools that I have used to analyze the
quantitative variables are: Frequencies, T-test, Descriptive and Correlation. These analyses
have been further illustrated through histograms and other charts where appropriate. The
results from the statistical analysis of the quantitative data, their explanations and
interpretations are given below.
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4.1 CLASSIFICATION OF RESPONDENTS REGARDING
DIFFERENT FACTORS OF PRODUCT AFFECTING
SATISFACTION
The frequency of a particular data value is the number of times the data value occurs. A
frequency table is constructed by arranging collected data values in ascending order of
magnitude with their corresponding frequencies. It shows the number of times a particular
option in a question has been responded by the clients, together with its percent and
cumulative percent. The frequency of my survey output is followed by histograms to
illustrate the results further.
4.1.1 Classification of Respondents Regarding Features of Products
Frequency Percent Valid Percent Cumulative

Percent
Valid Product features and benefits 26 26.0 26.0 26.0
Providing service with 38 38.0 38.0 64.0
courtesy and professionalism
Proper understanding and 9 9.0 9.0 73.0
solution of problems
Competent and 14 14.0 14.0 87.0
knowledgeable service
provider
Quick service/ transaction 11 11.0 11.0 98.0
completion time
Nice atmosphere 2 2.0 2.0 100.0
Total 100 100.0 100.0
TABLE 4.1: Frequency 1
Graph 4.1: Pie chart 1

From the frequency table and the pie chart, we can see that around 38% of the
customers think that providing service with courtesy and professionalism is the most
important factor affecting customer satisfaction. About 26% of the customers think
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that product features and benefit is highly important factor for customer satisfaction and only
2% of the customers stated that nice atmosphere can also an important factor that affect
customer satisfaction. Additionally, about 14% of the customers think that Competent and
knowledgeable service provider, about 11% of the customers think Quick service/ transaction
completion time, and about 9% of the customers think that Proper understanding and solution
of problems mostly affect customer satisfaction. This shows that the majority of respondents
think that providing service with courtesy and professionalism is the most important factor
affecting customer satisfaction and therefore this factor can be regarded as to have a strong
influence on customer satisfaction.
GRAPH 4.2: Histogram 1
The histogram shows that the mass of the distribution of data is concentrated on the left side
and has relatively few low values - making its skewness positive.
The next frequency tables relate to the questions about the degree of importance of Product
features and benefits on customer satisfaction.
4.1.2 Degree of Importance Regarding Product Features
50
Percent
Valid Highly Important 45 45.0 45.0 45.0
Moderately Important 41 41.0 41.0 86.0
Neutral 14 14.0 14.0 100.0
Total 100 100.0 100.0
From the frequency table and the pie chart, we can see that around 45% of the customers
think that product features and benefit is highly important factor for customer satisfaction.
About 41% of the customers think that product features and benefit is moderately important
factor for customer satisfaction and about 14% of the customers were neutral about the
degree of importance of this factor. None of the customer thinks that product features and
benefit is less important or the least important factor for customer satisfaction. This shows
that the majority of respondents think that product features and benefit can highly influence
the level of customer satisfaction.
50
and has relatively few high values - making its skewness positive.
The next frequency tables relate to the questions about the degree of importance of Providing
service with courtesy and professionalism factor on customer satisfaction.
4.1.3 Degree of Importance Regarding Courtesy and Professionalism
Frequency Percent Valid Cumulative

Percent Percent
Moderately 27 27.0 27.0 98.0
Important
Neutral 2 2.0 2.0 100.0
Total 100 100.0 100.0
50
GRAPH 4.5: Pie Chart 3
think that providing service with courtesy and professionalism factor is highly important
factor for customer satisfaction. About 27% of the customers think that providing service
with courtesy and professionalism factor is moderately important factor for customer
satisfaction and about 2% of the customers were neutral about the degree of importance of
this factor. None of the customer thinks that providing service with courtesy and
professionalism factor is less important or the least important factor for customer satisfaction.
This shows that the majority of respondents think that providing service with courtesy and
professionalism factor can highly influence the level of customer satisfaction.
50
The next frequency tables relate to the questions about the degree of importance of Proper
understanding and solution of problems factor on customer satisfaction.
4.1.4 Degree of Importance Regarding Proper Understanding and Solution

of Problems

Percent Percent
Moderately 60 60.0 60.0 97.0
Important
Neutral 3 3.0 3.0 100.0
Total 100 100.0 100.0
Degree of importance of Proper understanding and

3%
37%
Highly Important
60% Moderately Important

Neutral
think that Proper understanding and solution of problems factor is moderately important
factor for customer satisfaction. About 37% of the customers think that Proper understanding
and solution of problems factor is highly important factor for customer satisfaction and about
3% of the customers were neutral about the degree of importance of this factor. However,
none of the customer thinks that Proper understanding and solution of problems factor is less
important or the least important factor for customer satisfaction. This shows that the majority
of respondents think that Proper understanding and solution of problems factor can
highly influence the level of customer satisfaction.
50
GRAH 4.8: Histogram 4
The next frequency tables relate to the questions about the degree of importance of
Competent and knowledgeable service provider factor on customer satisfaction.
4.1.5 Degree of Importance Regarding Competent and Knowledgeable

Service Provider

Percent Percent
Moderately 49 49.0 49.0 94.0
Important
Neutral 5 5.0 5.0 99.0
Less Important 1 1.0 1.0 100.0
Total 100 100.0 100.0
50
think that Competent and knowledgeable service provider is moderately important factor for
customer satisfaction. About 45% of the customers think that Competent and knowledgeable
service provider is highly important factor for customer satisfaction and about 5% of the
customers were neutral about the degree of importance of this factor. Only 1% of the
customer thinks that Competent and knowledgeable service provider is less important factor
for customer satisfaction. On the other hand, none of the customer thinks that Competent and
knowledgeable service provider as the least important factor affecting customer satisfaction.
This shows that the majority of respondents think that Competent and knowledgeable service
provider can be an important factor that influence the level of customer satisfaction.
50
The next frequency tables relate to the questions about the degree of importance of Quick
service/ transaction completion time factor on customer satisfaction.
4.1.6 Degree of Importance Regarding Quick Service/ Transaction

Completion Time

Percent Percent
Moderately 55 55.0 55.0 90.0
Important
Neutral 10 10.0 10.0 100.0
Total 100 100.0 100.0
think that service/ transaction completion time is moderately important factor for customer
satisfaction. About 35% of the customers think that service/ transaction completion time is
highly important factor for
customer satisfaction and about 10% of the customers are neutral about the degree of
importance of this factor. None of the customer thinks that service/ transaction completion
time is less important or the least important factor for customer satisfaction. This shows that
the majority of respondents think that Quick service/ transaction completion time can
highly influence the level of customer satisfaction.
50
The next frequency tables relate to the questions about the degree of importance of Nice
atmosphere factor on customer satisfaction.
4.1.7 Degree of Importance Regarding Nice Atmosphere

Percent Percent
Moderately 24 24.0 24.0 36.0
Important
Neutral 46 46.0 46.0 82.0
Less Important 16 16.0 16.0 98.0
Least Important 2 2.0 2.0 100.0
Total 100 100.0 100.0
50
were neutral about the degree of importance of Nice atmosphere factor on customer
satisfaction. About 24% of the customers think that Nice atmosphere factor is moderately
important factor for customer satisfaction and around 12% of the customers think that Nice
atmosphere factor is highly important factor for customer satisfaction. Moreover, about 16%
of the customers think that Nice atmosphere factor is less important factor for customer
satisfaction and only 2% of the customers stated Nice atmosphere factor as the least
important factor for customer satisfaction. This shows that the majority of respondents think
that Nice atmosphere factor does not have strong influence on the level of customer
satisfaction.
50
The histogram presented above can be concluded to have zero skewness as both sides of the
distribution have a balanced set of data values.
The next frequency tables relate to the questions about the Likelihood of repurchase of the
customer.
4.1.8 Degree of Chances Regarding Repurchase Products

Percent
Valid Excellent 6 6.0 6.0 6.0
Very good 18 18.0 18.0 24.0
Good 40 40.0 40.0 64.0
Fair 28 28.0 28.0 92.0
Poor 8 8.0 8.0 100.0
Total 100 100.0 100.0
stated that there is a good chance of repurchasing EBL products/services in future. About
28% of the customers think that they have got fair chance of repurchasing EBL
products/services and around 18% of the customers have very good chance of repurchasing
EBL products/services in future. However, only 8% of the customers stated that there is poor
chance of repurchasing EBL products/services whereas 6% of the customers stated that there
is excellent chance of repurchasing EBL products/services in future. This shows that the
majority of respondents think that there is good chance of repurchasing EBL
products/services in future.
50
The histogram shows that the mass of the distribution of data is concentrated on the right side
and has relatively few low values - making its skewness negative.
The next frequency tables relate to the questions about the Likelihood of recommendation to
friends or relatives.
4.1.9 Degree of Chances Regarding Recommendation to Friends or

Relatives

Percent
Valid Excellent 10 10.0 10.0 10.0
Very good 38 38.0 38.0 48.0
Good 26 26.0 26.0 74.0
Fair 25 25.0 25.0 99.0
Poor 1 1.0 1.0 100.0
Total 100 100.0 100.0
50
stated that there is a very good chance of recommending EBL products/services to their
friends or relatives. About 26% of the customers think that they have got good chance of
recommending EBL products/services to their friends or relatives and around 25% of the
customers have fair chance of recommending EBL products/services to their friends or
relatives. However, around 10% of the customers stated that there is excellent chance of
recommending EBL products/services to their friends or relatives whereas only 1% of the
customers stated that there is poor chance of recommending EBL products/services to their
friends or relatives. This shows that the majority of respondents think that there is very good
chance of recommending EBL products/services to their friends or relatives.
50
The next frequency tables relate to the questions about the degree of importance of providing
service with courtesy and professionalism factor on customer satisfaction.
4.1.10 Comparison of EBL Products/ Services to Other Banks

Percent
Valid Much better 14 14.0 14.0 14.0
Somewhat better 40 40.0 40.0 54.0
About the same 42 42.0 42.0 96.0
Somewhat worse 2 2.0 2.0 98.0
Don't know 2 2.0 2.0 100.0
Total 100 100.0 100.0
stated that the products/services offered by EBL are about the same compared to the other
banks. On the other hand, about 40% of the customers think that products/services offered by
EBL are somewhat better and around 14% of the customers think that EBL products/services
are much better compared to the other banks. However, only 2% of the customers stated EBL
products/services as somewhat worse compared to the other banks.
50
The next frequency tables relate to the questions about the Satisfaction with Product features
and benefits.
4.1.11 Degree of Agreement Regarding a Number of Product Features

Percent
Valid Strongly agree 12 12.0 12.0 12.0
Agree 53 53.0 53.0 65.0
Neutral 35 35.0 35.0 100.0
Total 100 100.0 100.0
50
Satisfaction with Product features and benefits
12%
35%
Strongly agree
Agree
53% Neutral
moderately agree that they are satisfied with EBL products features and benefits. About 35%
of the customers are neutral about satisfaction with EBL products features and benefits.
However, around 12% of the customers strongly agree that they are satisfied with EBL
products features and benefits. This shows that the majority of respondents think that they are
moderately satisfied with EBL products features and benefits.
50
The next frequency tables relate to the questions about the Satisfaction with courteousness
and professionalism factor.
4.1.12 Degree of Agreement Regarding Courteousness and Professionalism

Percent
Agree 49 49.0 49.0 86.0
Neutral 14 14.0 14.0 100.0
Total 100 100.0 100.0
Satisfaction with courteousness and professionalism

factor
14%
37%
Strongly agree
Agree
49%
Neutral
moderately agree that they are satisfied with the courteousness and professionalism factor. In
addition, about 37% of the customers strongly agree that they are satisfied with the
courteousness and professionalism factor. However, around 14% of the customers are neutral
about this factor. This shows that the majority of respondents think that they are somewhat
satisfied with the courteousness and professionalism factor.
50
The next frequency tables relate to the questions about the Satisfaction with understanding
and solution of problems factor.
4.1.13 Degree of Agreement Regarding Understanding and Solution of

Problems

Percent
Agree 45 45.0 45.0 50.0
Neutral 48 48.0 48.0 98.0
Disagree 2 2.0 2.0 100.0
Total 100 100.0 100.0
50
Satisfaction with understanding and solution of
problems factor
2%
5%
Strongly agree
48% 45% Agree
Neutral
Disagree
From the frequency table and the pie chart, we can see that around 48% of the customers are
neutral about satisfaction with understanding and solution of problems factor. Additionally,
around 45% of the customers moderately agree that they are satisfied with understanding and
solution of problems factor. However, only 2% of the customers disagree that they are
satisfied with this factor and 5% of the customers strongly agree that they are satisfied with
the understanding and solution of problems factor. Considering all these we can say that the
majority of respondents think that they are moderately satisfied with this factor.
50
The next frequency tables relate to the questions about Satisfaction with the Competency and
knowledge factor of the service providers.
4.1.14 Degree of Agreement Regarding Competent and Knowledgeable

Service Providers

Percent
Agree 58 58.0 58.0 91.0
Neutral 9 9.0 9.0 100.0
Total 100 100.0 100.0
Satisfaction with the Competency and knowledge

factor of the service providers
9%
33%
Strongly agree
Agree
58%
Neutral
moderately agree that they are satisfied with the competency and knowledge factor of EBL
service providers. However, around 33% of the customers strongly agree that they are
satisfied with the competency and knowledge factor of EBL service providers. About 9% of
the customers are neutral about satisfaction with this factor. This shows that the majority of
respondents think that they are moderately satisfied with EBL products features and benefits.
50
The next frequency tables relate to the questions about the Satisfaction with the service/
transaction completion time.
4.1.15 Degree of Agreement Regarding Quick Service/ Transaction

Completion Time

Percent
Agree 43 43.0 43.0 46.0
Neutral 47 47.0 47.0 93.0
Disagree 7 7.0 7.0 100.0
Total 100 100.0 100.0
50
Satisfaction with the service/ transaction completion
time
3%
7%
Strongly agree
43%
Agree
47%
Neutral
Disagree
neutral about their satisfaction with the service/transaction completion time factor. On the
other hand, about 43% of the customers agree that they are satisfied with the
service/transaction completion time factor. However, only 3% of the customers strongly
agree about their satisfaction with this factor.
The next frequency tables relate to the questions about the Satisfaction with
atmosphere factor.
50
4.1.16 Degree of Agreement Regarding Nice Atmosphere

Percent
Agree 30 30.0 30.0 54.0
Neutral 39 39.0 39.0 93.0
Disagree 7 7.0 7.0 100.0
Total 100 100.0 100.0
Satisfaction with atmosphere factor
7%
24%
Strongly agree
39%
Agree
Neutral
30%
Disagree
neutral about their satisfaction with the atmosphere factor. On the other hand, about 30% of
the customers agree that they are satisfied with EBL because it provides service in nice
atmosphere. However, around 24% of the customers strongly agree about this atmosphere
factor.
50
The next frequency tables relate to the questions about the Overall Customer satisfaction
factor.
4.1.17 Classification of Respondents Regarding Overall Customer

Satisfaction

Percent Percent
Valid Very satisfied 20 20.0 20.0 20.0
Somewhat satisfied 47 47.0 47.0 67.0
Neutral 31 31.0 31.0 98.0
somewhat 2 2.0 2.0 100.0
dissatisfied
Total 100 100.0 100.0
50
Overall Customer satisfaction
2%
20%
31%
Very satisfied
Somewhat satisfied
Neutral
47%
somewhat dissatisfied
somewhat satisfied with the overall EBL products/services. About 31% of the customers are
neutral about their overall satisfaction with the EBL products/services. However, around 20%
of the customers stated that they are very satisfied with overall EBL products/services. On the
other hand, only 2% of the customers are somewhat dissatisfied with overall EBL
products/services. Considering all these, we can say that the majority of the respondents are
somewhat satisfied with overall EBL products/services.
The histogram shows that the mass of the distribution of data is concentrated on the
left side and has relatively few high values - making its skewness positive.
50
4.2 CROSSTABS REVEALING ANALYSIS OF TWO-WAY
TABLES
The Crosstabs procedure forms two-way and multiway tables and provides a variety of tests
and measures of association for two-way tables. The structure of the table and whether
categories are ordered determine what test or measure to use. Crosstabs' statistics and
measures of association are computed for two-way tables only. With specifying a row, a
column, and a layer factor (control variable), the Crosstabs procedure forms one panel of
associated statistics and measures for each value of the layer factor (or a combination of
values for two or more control variables).
At first the crosstabulation of two variables Gender and Factors affecting customer
satisfaction will be presented.
4.2.1 Factors of Products and Services Affecting Customer Satisfaction

Defined by Gender
Gender * Factors affecting Customer satisfaction Crosstabulation

Count
Factors affecting Customer satisfaction
Providing Competent
service with Proper and Quick service/
Product courtesy and understandin knowledgea transaction
features and professionali g and solution ble service completion Nice
benefits sm of problems provider time atmosphere Total
Gender Male 20 27 6 12 11 2 78
Female 6 11 3 2 0 0 22
Total 26 38 9 14 11 2 100
TABLE 4.18: Crosstabulation 1
Gender vs. Factors affecting customer satisfaction
Nice atmosphere
Quick service/ …
Competent and …
Female
Proper understanding …
Male
Providing service with …
Product features and…
0 10 20 30
Graph 4.35: Bar chart 1

50
Defined by Age
Age * Factors affecting Customer satisfaction Crosstabulation
Count
Providing Competent
Age 18-25 2 7 2 2 0 0 13
26-35 11 14 3 4 4 1 37
36-50 10 10 2 5 7 1 35
Above 50 3 7 2 3 0 0 15
Total 26 38 9 14 11 2 100
Age vs. Factors affecting customer satisfaction
Nice atmosphere
Quick service/ transaction …

Above 50
Competent and …
36-50
Proper understanding and …
26-35
Providing service with courtesy …
18-25
Product features and benefits
0 5 10 15
50
Defined by Occupation
Occupation * Factors affecting Customer satisfaction Crosstabulation

Count
Providing Competent
Occupation Business 7 8 1 4 4 0 24
Service 16 27 4 10 6 2 65
Student 1 0 1 0 0 0 2
Housewife 2 3 3 0 1 0 9
Total 26 38 9 14 11 2 100
Employment vs. Factors affecing customer satisfaction

Occupation
Nice atmosphere
Quick service/ transaction completion … Others

Competent and knowledgeable service … Housewife
Proper understanding and solution of … Student
Providing service with courtesy and … Service

Business
Product features and benefits
0 5 10 15 20 25 30
From all the Crosstabulation tables and the bar charts, it has been observed that the factor of
providing service with courtesy and professionalism was rated as the most important factor
among all the factors for customer satisfaction among all gender group, age group and
occupation. On the other hand, nice atmosphere factor was rated as the least influential factor
for customer satisfaction among all gender group, age group and occupation.
4.2.4 Factors Affecting Customer Satisfaction Defined by Gender

50
Gender * Overall Customer satisfaction Crosstabulation
Count
Somewhat somewhat
Very satisfied satisfied Neutral dissatisfied Total
Gender Male 15 36 26 1 78
Female 5 11 5 1 22
Total 20 47 31 2 100
Gender vs. Overall customer satisfaction
Neutral
Female
Somewhat satisfied Male
Very satisfied
0 10 20 30 40
50
4.2.5 Factors Affecting Customer Satisfaction Defined by Age
Age * Overall Customer satisfaction Crosstabulation

Count
Somewhat somewhat
Age 18-25 2 5 5 1 13
26-35 9 14 13 1 37
36-50 5 22 8 0 35
Above 50 4 6 5 0 15
Total 20 47 31 2 100
Age vs. Overall customer satisfaction
Neutral Above 50
36-50
Somewhat satisfied 26-35
18-25
Very satisfied
0 5 10 15 20 25
4.2.6 Factors Affecting Customer Satisfaction Defined by Occupation
50
Occupation * Overall Customer satisfaction Crosstabulation
Count
Somewhat somewhat
Occupationt Business 7 10 7 0 24
Service 10 33 20 2 65
Student 0 1 1 0 2
Housewife 3 3 3 0 9
Total 20 47 31 2 100
Employment vs. Overall satisfaction

Occupation
Others
Housewife
Student Neutral
Somewhat satisfied
Service
Very satisfied
Business
0 10 20 30 40
From all the Crosstabulation tables and the bar charts, it has been observed that most of the
customers found overall customer service of EBL as moderately satisfactory among all
gender group, age group and employment group.
4.3 MEAN TEST OF CUSTOMER SATISFACTION

CONCEIVED ATTRIBUTES OF PRODUCT OR
SERVICES PERCEIVED ON 5 POINT SCALE
50
Sl. Attributes H0(μ) Hi N Mean σ/√n T
No. Statistics
1 Product features and benefits 3 <3 100 2.23 0.0649 11.86
2 Providing service with 3 <3 100 1.77 0.0679 18.10
3 Proper understanding and 3 <3 100 2.47 0.0627 8.45
4 Competent and knowledgeable 3 <3 100 1.76 0.0605 20.50
service provider
5 Quick service/ transaction 3 <3 100 2.58 0.0669 6.28
completion time
6 Nice atmosphere 3 <3 100 2.29 0.0913 7.78
7 Overall customer satisfaction 3 <3 100 2.15 0.0757 10.42
8 Likelihood of Repurchase 3 <3 100 3.14 0.1005 1.38
9 Recommendation to friends 3 <3 100 2.69 0.0992 3.125
10 Comparison of EBL products/ 3 <3 100 2.4 0.0899 6.67
services
TABLE 4.24: T-TSET 1
In my survey each item is rated in a scale of 1-5. Where 1 is the most influential factor and 5
is the least influential factor. The null hypothesis is equal three and the alternate hypothesis is
less than three. A value determined from sample information, used to determine whether to
reject the null hypothesis. The results of product features and benefits show that the T value
is 11.86, which means it is greater than the statistical significance of 0.05. This indicates that
the null hypothesis is rejected. This shows that the majority of respondents think product
features and benefit can influence the level of customer satisfaction. The results of providing
service with courtesy and professionalism show that the T value is 18.10, which means it is
greater than the statistical significance of 0.05. This indicates that the null hypothesis is
rejected. This shows that the majority of respondents think providing service with courtesy
and professionalism can influence the level of customer satisfaction. All the factors indicate
that the result of T-statistics greater than the statistical significance of 0.05 except the result
of likelihood of repurchase products show that the T value is 1.38, which is lower than the
statistical significance of 0.05.
50
4.4 DESCRIPTIVES STATISTICS CONCERNING A
NUMBER OF FACTORS AFFECTING CUSTOMER
SATISFACTION
The Descriptives procedure displays univariate summary statistics for several variables in a
single table and calculates standardized values. Various statistics such as Sample size, mean,
minimum, maximum, standard deviation, variance, range, sum, standard error of the mean,
and kurtosis and skewness with their standard errors can be identified through the
descriptives. The Descriptives procedure is very efficient for large files.
N Minimum Maximum Mean Std. Deviation

Product features and benefits 100 1 3 1.69 .706
Providing service with 100 1 3 1.31 .506

Proper understanding and 100 1 3 1.66 .536

Competent and 100 1 4 1.62 .632
knowledgeable service
provider
Quick service/ transaction 100 1 3 1.75 .626
completion time
Nice atmosphere 100 1 5 2.72 .944
Valid N (listwise) 100
TABLE 4.24: Descriptive statistics 1
In my questionnaire, the 1 represented the most influential factors for customer satisfaction
and 5 represented the least influential factors. From the descriptive statistics table presented
above, we can see that for the most of the customers rated factors like product features and
benefits, providing service with courtesy and professionalism, proper understanding and
solution of problems, service/transaction completion time as very important factors. On the
other hand, nice atmosphere factor was not rated as very influential factor for customer
satisfaction.
For the next part of the analysis, quantitative variables were further categorized into
dependent and independent variables. Not all quantitative variables fall under these
categories; only those that are expected to have a relationship with any other variable was
taken into consideration. Regarding the next statistical tools, some hypotheses were made in
order to show the relationship between each variable.
50
The hypotheses used for conducting the Correlation and Chi-square analysis are given below.
These are the null hypotheses which also clearly state the dependent and independent
variables.
 Overall customer satisfaction level will have a statistically significant

relationship with the likelihood of repurchase. Here the Overall customer
satisfaction factor of EBL customers is independent variable, while the
likelihood of future repurchase is a dependent variable and the independent
variable has an impact on the dependent variable.

relationship with the likelihood of recommending EBL products/services to the
friends or relatives. Here the Overall customer satisfaction factor of EBL
customers is independent variable, while the likelihood of recommending EBL
products/services to the friends or relatives is a dependent variable and the
independent variable has an impact on the dependent variable.

relationship with the comparison of EBL products/services to other banks. Here
the Overall customer satisfaction factor of EBL customers is independent
variable, while the comparison of EBL products/services to other banks is a
dependent variable and the independent variable has an impact on the
dependent variable.
 Satisfaction with product features/ benefits factor will have a statistically

significant relationship with the Overall customer satisfaction level. Here the
satisfaction with product features/ benefits factor is independent variable, while
the overall customer satisfaction level of EBL customers is dependent variable
and the independent variable has an impact on the dependent variable.
 Satisfaction with courteousness and professionalism factor will have a

statistically significant relationship with the Overall customer satisfaction level.
Here the Satisfaction with courteousness and professionalism factor is
independent variable, while the overall customer satisfaction level of EBL
customers is dependent variable and the independent variable has an impact on
the dependent variable.
 Satisfaction with proper understanding and solution of problems factor

will have a statistically significant relationship with the Overall
50
customer satisfaction level. Here the Satisfaction with proper understanding
and solution of problems factor is independent variable, while the overall
customer satisfaction level of EBL customers is dependent variable and the
independent variable has an impact on the dependent variable.
 Satisfaction with the competency and knowledge factor will have a statistically
significant relationship with the Overall customer satisfaction level. Here the
Satisfaction with the competency and knowledge factor is independent variable,
while the overall customer satisfaction level of EBL customers is dependent
variable and the independent variable has an impact on the dependent variable.
 Satisfaction with service/transaction completion time factor will have a

statistically significant relationship with the Overall customer satisfaction level.
Here the satisfaction with service/transaction completion time factor is
independent variable, while the overall customer satisfaction level of EBL
customers is dependent variable and the independent variable has an impact on
the dependent variable.
 Satisfaction with atmosphere factor will have a statistically significant

relationship with the Overall customer satisfaction level. Here the satisfaction
with atmosphere factor is independent variable, while the overall customer
satisfaction level of EBL customers is dependent variable and the independent
variable has an impact on the dependent variable.
50
4.5 RELATIONSHIP BETWEEN OVERALL CUSTOMER
SATISFACTION AND FACTORS OF PRODUCT
A correlation is a single number that describes the degree of relationship between two
variables. The correlation is a way to measure how associated or related two variables are.
There are two types or directions of correlation. These are called positive correlation and
negative correlation. In a positive correlation, as the values of one of the variables increase,
the values of the second variable also increase. Likewise, as the value of one of the variables
decreases, the value of the other variable also decreases. In a negative correlation, when the
value of one of the variable increases, the values of the second variable decreases.
Correlations, whether positive or negative, range in their strength from weak to strong.
Two observations from the correlation results have been considered: the Pearson correlation
and the significance level. The results of the correlation analysis are given below with
respective interpretations for the hypotheses of the variables.
4.5.1 Overall Customer Satisfaction VS. Likelihood of Repurchase product
Correlations
Overall
Likelihood of Customer
Repurchase Satisfaction
Likelihood of Repurchase Pearson Correlation 1 .543 **
Sig. (2-tailed) .000
N 100 100
Overall Customer Pearson Correlation .543 ** 1
Satisfaction Sig. (2-tailed) .000
N 100 100
TABLE 4.24: Correlation 1
The Pearson correlation for the overall customer satisfaction factor against the likelihood of
repurchase stands at 0.543. As the correlation is close to 1, it indicates that there is a strong
relationship between these two variables. This means that changes in one variable are
correlated with changes in the second variable. The significance level for the overall
customer satisfaction factor against the likelihood of repurchase stands at 0.000. The value is
lower than the statistical significance of 0.05, which shows that there is statistically
significant correlation between the two variables. That means, increases or decreases in one
variable significantly relate to increases or decreases in the second variable.
50
4.5.2 Overall Customer Satisfaction VS. Likelihood of Recommendation to
Friends or Relatives
Correlations
Likelihood of
Overall Recommendat
Customer ion to Friends
Satisfaction or Relatives
Overall Customer Pearson Correlation 1 .547 **
N 100 100
Likelihood of Pearson Correlation .547 ** 1
Recommendation to Sig. (2-tailed) .000
Friends or Relatives
N 100 100
The Pearson correlation for the overall customer satisfaction factor against the likelihood of
recommendation to friends or relatives stands at 0.547. As the correlation is close to 1, it
indicates that there is a strong relationship between these two variables. This means that
changes in one variable are correlated with changes in the second variable. The significance
level for the overall customer satisfaction factor against the likelihood of recommendation to
friends or relatives stands at 0.000. The value is lower than the statistical significance of 0.05,
which shows that there is statistically significant correlation between the two variables. That
means, increases or decreases in one variable significantly relate to increases or decreases in
the second variable.
4.5.3 Overall Customer Satisfaction VS. Comparison of EBL

Product/Services to Other Banks
50
Correlations
Comparison
of EBL
Overall Products/
Customer Services to
Satisfaction Other Banks
N 100 100
Comparison of EBL Pearson Correlation .445 ** 1
Products/ Services to Sig. (2-tailed) .000
Other Banks
N 100 100
The Pearson correlation for the overall customer satisfaction factor against the comparison of
EBL products/services to other banks stands at 0.445. As the correlation is close to 1, it
level for the overall customer satisfaction factor against the comparison of EBL
product/services to other banks stands at 0.000. The value is lower than the statistical
significance of 0.05, which shows that there is statistically significant correlation between the
two variables. That means, increases or decreases in one variable significantly relate to
increases or decreases in the second variable.
4.5.4 Satisfaction with Product Features and Benefits VS. Overall

Customer Satisfaction
50
Correlations
Overall Product
Customer Features and
Satisfaction Benefits
N 100 100
Product Features Pearson Correlation .546 ** 1
and Benefits Sig. (2-tailed) .000
N 100 100
The Pearson correlation for the Satisfaction with product features and benefits factor against
the overall customer satisfaction stands at .546. As the correlation is close to 1, it indicates
that there is a strong relationship between these two variables. This means that changes in one
variable are correlated with changes in the second variable. The significance level for the
satisfaction with product features and benefits factor against the overall customer satisfaction
factor stands at 0.000. The value is lower than the statistical significance of 0.05, which
shows that there is statistically significant correlation between the two variables. That means,
increases or decreases in one variable significantly relate to increases or decreases in the
second variable.
4.5.4 Courteousness and Professionalism VS. Overall Customer

Satisfaction
50
Correlations
Providing
Service with
Overall Courtesy and
Customer Professionali
Satisfaction sm
N 100 100
Providing Service Pearson Correlation .539 ** 1
with Courtesy and Sig. (2-tailed) .000
Professionalism
N 100 100
The Pearson correlation for the Satisfaction with courteousness and professionalism factor
against the overall customer satisfaction stands at .539. As the correlation is close to 1, it
level for the satisfaction with courteousness and professionalism factor against the overall
customer satisfaction factor stands at 0.000. The value is lower than the statistical
4.5.6 Proper Understanding and Solution of Problems VS. Overall

Customer Satisfaction
50
Correlations
Proper
Overall Understandin
Customer g and Solution
Satisfaction of Problems
N 100 100
Proper Understanding Pearson Correlation .531 ** 1
and Solution of Problems Sig. (2-tailed) .000
N 100 100
The Pearson correlation for the Satisfaction with proper understanding and solution of
problem factor against the overall customer satisfaction stands at .531. As the correlation is
close to 1, it indicates that there is a strong relationship between these two variables. This
means that changes in one variable are correlated with changes in the second variable. The
significance level for the satisfaction with proper understanding and solution of problem
factor against the overall customer satisfaction factor stands at 0.000. The value is lower than
the statistical significance of 0.05, which shows that there is statistically significant
correlation between the two variables. That means , increases or decreases in one variable
significantly relate to increases or decreases in the second variable.
4.5.7 Competency and Knowledge Factor of EBL Service Providers

Against the Overall Customer Satisfaction
50
Correlations
Competent
and
Overall knowledgea
Customer ble service
Satisfaction Provider
N 100 100
Competent and Pearson Correlation .542 ** 1
knowledgeable Sig. (2-tailed) .000
Service Provider
N 100 100
The Pearson correlation for the Satisfaction with competency and knowledge factor of EBL
service providers against the overall customer satisfaction stands at .542. As the correlation is
close to 1, it indicates that there is a strong relationship between these two variables. This
means that changes in one variable are correlated with changes in the second variable. The
significance level for the satisfaction with competency and knowledge factor of EBL service
providers factor against the overall customer satisfaction factor stands at 0.000. The value is
lower than the statistical significance of 0.05, which shows that there is statistically
variable significantly relate to increases or decreases in the second variable
4.5.8 Service/Transaction Completion Time VS. Overall Customer

Satisfaction
50
Correlations
Quick Service/
Overall Transaction
Customer Completion
Satisfaction Time
N 100 100
Quick Service/ Transaction Pearson Correlation .564 ** 1
Completion Time Sig. (2-tailed) .000
N 100 100
The Pearson correlation for the Satisfaction with service/transaction completion time factor
against the overall customer satisfaction stands at .564. As the correlation is close to 1, it
level for the satisfaction with service/transaction completion time factor against the overall
customer satisfaction factor stands at 0.000. The value is lower than the statistical
4.5.9 Product Features and Benefits VS. Overall Customer

Satisfaction
50
Correlations
Overall
Customer Nice
Satisfaction Atmosphere
Overall Customer Pearson Correlation 1 -.137
N 100 100
Nice Atmosphere Pearson Correlation -.137 1
Sig. (2-tailed) .175
N 100 100
The Pearson correlation for the satisfaction with atmosphere factor against the overall
customer satisfaction factor stands at -0.137. As the correlations are close to 0, it indicates
that there is a weak relationship between these two variables. This means that changes in one
variable are not significantly correlated with changes in the second variable. The significance
level of the atmosphere factor against the overall customer satisfaction is 0.175. This value is
greater than the statistical significance of 0.05, which shows that there is no statistically
variable do not significantly relate to increases or decreases in the second variable.
4.6 CHI-SQUARE REVEALING ANALYSIS OF TWO

CATAGORICAL VARIABLE
50
The chi-square distribution is the distribution of a sum of the squares of independent standard
normal random variables. Chi-square is a statistical test commonly used to compare observed
data with data we would expect to obtain according to a specific hypothesis. The lower the
significance value, the less likely it is that the two variables are independent and unrelated.
Here, only one value is observed from the chi-square test statistics – the asymptotic
significance level. The results of the chi-square analysis are given below with respective
interpretations for the hypotheses of the variables.
4.6.1 Product features and benefits vs. Overall customer satisfaction
Test Statistics
Product Overall
Features and Customer
Benefits Satisfaction
Chi-Square a,b
25.340 42.960
df 2 3
Asymp. Sig. .000 .000
TABLE 4.33: Chi-square 1
The asymptotic significance level for the chi-square analysis of the Satisfaction with product
features and benefits factor against Overall customer satisfaction is 0.000. Such a low
significance level indicates that the two variables are related and dependent as per the
hypotheses of the statement.
4.6.2 Courteousness and professionalism vs. Overall customer

satisfaction
50
Test Statistics
Providing
Service with
Overall Courtesy and
Customer Professionali
Satisfaction sm
Chi-Square a,b
42.960 18.980
df 3 2
Asymp. Sig. .000 .000
The asymptotic significance level for the chi-square analysis of the Satisfaction with
courteousness and professionalism factor against Overall customer satisfaction is 0.000. Such
a low significance level indicates that the two variables are related and dependent as per the
hypotheses of the statement.
4.6.3 Proper understanding and solution of problems vs. Overall customer

Satisfaction
Test Statistics
Proper
Overall Understandin
Customer g and Solution
Satisfaction of Problems
Chi-Square a
42.960 74.320
df 3 3
Asymp. Sig. .000 .000
The asymptotic significance level for the chi-square analysis of the Satisfaction with proper
understanding and solution of problems factor against Overall customer satisfaction is 0.000.
Such a low significance level indicates that the two variables are related and dependent as per
the hypotheses of the statement.
4.6.4 Competency and knowledge of EBL Service Providers vs.

Overall Customer Satisfaction
50
Test Statistics
Competent
and
Knowledgea Overall
ble Service Customer
Provider Satisfaction
Chi-Square a,b 36.020 42.960
df 2 3
Asymp. Sig. .000 .000
b.
competency and knowledge factor of EBL service providers against Overall customer
satisfaction factor is 0.000. Such a low significance level indicates that the two variables are
related and dependent as per the hypotheses of the statement.
4.6.5 Service/ Transaction Completion Time vs. Overall Customer

Satisfaction
Test Statistics
Quick Service/
Overall Transaction
Customer Completion
Satisfaction Time
Chi-Square a 42.960 64.640
df 3 3
Asymp. Sig. .000 .000
The asymptotic significance level for the chi-square analysis of the Satisfaction with service/
transaction completion time factor against Overall customer satisfaction is 0.000. Such a low
significance level indicates that the two variables are related and dependent as per the
hypotheses of the statement
4.6.6 Nice Atmosphere vs. Overall Customer Satisfaction
50
Test Statistics
Overall
Customer Nice
Satisfaction Atmosphere
Chi-Square a
42.960 21.840
df 3 3
Asymp. Sig. .000 .000
atmosphere factor against Overall customer satisfaction is 0.000. Such a low significance
level indicates that the two variables are related and dependent as per the hypotheses of the
statement.
4.6.7 Overall customer satisfaction vs. likelihood of repurchase
Test Statistics
Overall
Customer Likelihood of
Satisfaction Repurchase
Chi-Square a,b 42.960 40.400
df 3 4
Asymp. Sig. .000 .000
The asymptotic significance level for the chi-square analysis of the Overall customer
satisfaction factor against the likelihood of repurchase is 0.000. Such a low significance level
indicates that the two variables are related and dependent as per the hypotheses of the
statement.
4.6.8 Overall customer satisfaction vs. likelihood of recommendation

to friends or relatives
50
Test Statistics
Likelihood of
Overall Recommendat
Customer ion to Friends
Satisfaction or Relatives
Chi-Square a,b
42.960 42.300
df 3 4
Asymp. Sig. .000 .000
The asymptotic significance level for the chi-square analysis of the overall customer
satisfaction factor against the likelihood of recommendation to friends or relatives factor is
0.000. Such a low significance level indicates that the two variables are related and dependent
as per the hypotheses of the statement.
4.6.9 Overall customer satisfaction vs. comparison of EBL product/services

to other banks
Test Statistics
Comparison
of EBL
Overall Products/
Customer Services to
Satisfaction Other Banks
Chi-Square a,b 42.960 78.400
df 3 4
Asymp. Sig. .000 .000
The asymptotic significance level for the chi-square analysis of the overall customer
satisfaction factor against the comparison of EBL product/services to other banks factor is
0.000. Such a low significance level indicates that the two variables are related and dependent
as per the hypotheses of the statement.
50
CHAPTER 5
FINDINGS AND
RECOMMENDATIONS
CHAPTER 5
50
FINDINGS AND RECOMMENDATIONS
7.1 KEY FINDINGS

A comprehensive analysis was done for the data gathered from the survey results of EBL
customers. At first, the frequency table and the qualitative results highlighted some major
points of the EBL customers’ responses. These major points are as follows:
 Majority of the EBL customers stated that providing service with courtesy and
professionalism is the most important factor that affects customer satisfaction.
 Another factor the customers stated that influence their satisfaction level is the
product features and benefits. Additionally, a good number of the respondents also
stated that some other factors such as competent and knowledgeable service
providers, proper understanding and solution of customers’ problems, quick
service/transaction completion time are also very important factor that affect customer
satisfaction.
 Majority of the customers rated nice atmosphere factor as relatively less influential
factor compared to other factors affecting customer satisfaction.
 Most of the customers stated that there is good chance of repurchasing EBL products
in future. In addition, a good number of the respondents said they have got fair chance
of repurchasing EBL products in future. However, a few number of customers stated
that there is excellent chance of repurchasing EBL products in future.
 Majority of the customers stated that there is very good chance of recommending
EBL products/services to their friends or relatives. Additionally, a good number of the
respondents said they have got fair as well as good chance of repurchasing EBL
products in future. However, a few number of customers stated that there is excellent
chance of recommending EBL products/services to their friends or relatives.
 Most of the customers stated that the quality products/services offered by EBL are
about the same compared to the other banks. On the other hand, a good number of the
respondents think that products/services offered by EBL are somewhat better
compared to other bank. However, relatively a few number of customers stated that
products/services of EBL are much better compared to other banks.
50
 Most of the respondents were moderately satisfied with the EBL product features and
benefits factor. On the other hand, a good number of the respondents were neutral
with the EBL product features and benefits factor.
 Most of the respondents were moderately satisfied with the courteousness and
professionalism factor of EBL service providers. On the other hand, a good number of
the respondents were highly satisfied with this factor.
 Majority of the customers were neutral about satisfaction with proper understanding
and solution of problems factor. However, a good number of customers were
somewhat satisfied with this factor. On the other hand, majority of the customers were
moderately satisfied with the competency and knowledge factor of EBL service
providers.
 Majority of the customers were neutral about their satisfaction with the
service/transaction completion time factor. Additionally, majority of the customers
were neutral about their satisfaction with the atmosphere factor.
 Most of the customers have rated their overall satisfaction regarding EBL services and
products as somewhat satisfactory. Relatively small proportion of the respondents
found overall EBL consumer service/products to be the highly satisfactory.
 Next, some hypotheses were developed to test the quantitative variables and were
examine for their correlation, ability to impact, statistical significant association,
relatedness and consistency. The major findings for the hypotheses results are
summarized below.
 Satisfaction with product features and benefits has a strong statistical relationship
with overall customer satisfaction level of EBL customers. Satisfaction with product
features and benefits can strongly impact on overall customer satisfaction level.
 Moreover, satisfaction with courteousness and professionalism factor of EBL service

providers has a strong statistical relationship with overall customer satisfaction level
of EBL customers. The degree of overall customer satisfaction level can be strongly
affected due to change in the satisfaction with courteousness and professionalism
factor.
50
 Factor of satisfaction with service/transaction completion time has a strong statistical
relationship with overall customer satisfaction level of EBL customers. The overall
customer satisfaction level can be strongly affected due to variation in the satisfaction
with service/transaction completion time factor.
 Other factors like the satisfaction with competency and knowledge factor, and
satisfaction with proper understanding and solution of problems factor of EBL service
providers have strong statistical relationship with overall customer satisfaction level
of EBL customers.
 Other factor like atmosphere factor has a weak statistical relationship with overall
customer satisfaction level of EBL customers.
 Factor of overall customer satisfaction level has a strong statistical relationship with
likelihood of repurchase EBL products in future. In addition, overall customer
satisfaction level factor has strong statistical relationship with likelihood of
recommending EBL products/services to their friends or relatives.
 Finally, the rating of the customers’ satisfaction level regarding overall EBL customer
services has strong statistical relationship with comparison of EBL products/services
to other banks. Comparison of EBL products/services to other banks can significantly
vary due to change in the overall customer satisfaction level.
50
7.2 RECOMMENDATIONS
 From the survey findings, it has been observed that most of the respondents were
somewhat satisfied with overall customer services of EBL and relatively small
proportion of the respondents found overall EBL consumer service/products to be the
highly satisfactory. Therefore, EBL should take special care to raise the level of
customer satisfaction further and maintain strong customer relationship. EBL
customer service department needs to more empathetic and caring towards its
customers. Small interactions like “Thank you” and a nice smile can go a long way
toward customer satisfaction. Customers should not get the impression that they are
just being used for money. For this, the service providers need to be more careful in
delivering service. Professionalism and courteousness factors through which they can
raise the customer satisfaction level.
 EBL service representatives should take special care to solve Customers’ service
related problems. Customer problems can cost not only an immediate lost sale, but
also future purchases by that customer and by other customers as a result of negative
word-of-mouth behavior. Whether a customer was wrongly charged or didn’t receive
what she expected, EBL service representatives need to handle the situation with the
utmost care. The employees should apologize and take steps to rectify the situation.
The phrase “the customer is always right” is at the core of a good customer
satisfaction strategy. It doesn’t matter whether or not the customer misread the
instructions or made the mistake; EBL staff should take steps to make the customer
happy.
 EBL should focus on introducing more customer friendly products. The product
features and benefits should meet the customers’ needs and expectations. Improving
product features and benefits quality is likely to have positive impact on customer
satisfaction. EBL can innovate more products Middle income or lower middle income
group to make their life easier and also add more value added service for example-
EBL can provide to its customer through providing “Cash Counter Service Only one
EBL Customer”. In addition, EBL can lower its charges for different services if
possible. Moreover, EBL should not hide any charges from the customers. Customer
satisfaction level can decline because of hidden charges. EBL staff should concentrate
in providing more transparent customer service.
50
 Staff training programs to speed up their ability to provide services can facilitate
prompt services by EBL staff. Majority of the respondents were neutral about their
satisfaction with the service/transaction completion time factor. According to some
customers, the customer service of EBL is too much time-consuming. Therefore, the
customer service should be provided in a timely manner. Customers’ waiting time
should be lowered because waiting time can be high costly to them. On the other
hand, staff training programs should be arranged in order to improve the competency
and efficiency level of EBL staff. The more competent and knowledgeable the service
representatives are, the better the customer service will be.
 EBL can conduct surveys or telephone interviews or take suggestions from the clients
to further improve and revamp their services. Relationship manager or officers can
play a vital role here as they are the intermediaries between the bank and the clients. It
should be their responsibility to some extent to gather information about the services
and products that customers are satisfied and dissatisfied with. Satisfactory services
should be made consistent by the segment but the not so satisfied services and clients
should be given special care and treatment. This is because a bit of negligence and
ignorance on the part of the customer relationship segment of EBL can make them
lose clients to their competitors.
50
CHAPTER 6
CONCLUSION, APPENDIX
AND BIBLIOGRAPHY
50
CHAPTER 6
CONCLUSION
Customers are the heart of any business. Satisfied customers will make a great foundation for
return business, and they may also bring in their friends and associates. When customers
come to a bank for services, they would definitely expect a superior quality services. It is thus
the bank’s responsibility and more specifically the customer relationship segment’s duty to
make sure that the customers receive their expected quality of services.
Satisfying customer needs and continuous value creation is the only path to sustainable
growth. A single unsatisfied customer can send more business away from the bank than 10
satisfied customers. The more the bank will focus on customer retention and customer
support, the more long-term business it will get. It’s worth it to focus on customer satisfaction
strategies, no matter how large or small the company is. EBL should continuously improve
their quality of services in order to raise its customers’ satisfaction level. They should
understand customers’ expectations and try to meet them – if possible, even go beyond these
expectations wherever feasible.
Today, the banking industry in Bangladesh is a competitive field and to retain their position
in the market, Eastern Bank can provide new and innovative services/products to attract more
new customers as well as to retain the existing customers. They should provide superior
quality and prompt services and be more responsive to customers in order to raise customer
satisfaction level. Highly satisfied customers likely to have positively impact on EBL’s
position in the banking sector, and their reputation and image. So, it is very important for
EBL to take effective actions to secure the satisfaction level of its customers.
50
BIBLIOGRAPHY
 Annual Report of Eastern Bank Limited -2009
 Internal documents of Eastern Bank Limited
 Peter S. Rose, Bank Management & Financial Services, 7th Edition, McGraw-Hill
publications
 http://www.ebl.com.bd
50
APPENDIX
Questionnaire
Target Group: Customers of Eastern Bank Ltd.
Purpose: The purpose of this survey is to collect data on the level of customer satisfaction
associated with the products and services offered by Eastern Bank Ltd.
Instruction: Please give a tick (√) mark to the appropriate response for each question.
1. What is your gender?

a. Male b. female
2. Which category describes your age?

a. 18-25 b. 26-35 c.36-50 d. Above 50
3. What is your occupation?

a. Business
b. Service
c. Student
d. Housewife
e. Others
4. According to you, which of the following factors do you think mostly affects the level
of customer satisfaction?
a. Product features and benefits
b. Providing service with courtesy and professionalism.
c. Proper understanding and solution of problems.
d. Competent and knowledgeable service provider
e. Quick Service/ transaction completion time.
f. Nice atmosphere.
g. Others
50
5. Please rate the degree of influence of the following factors in terms of its influence on
customer satisfaction level. Rate each item in a scale of 1 – 5: where 1 is the Most
Influential Factor, and 5 – the Least Influential Factor.
[Instruction: Check the number corresponding to your response]
a. Product features and benefits
1 2 3 4 5
b. Providing service with courtesy and professionalism.
1 2 3 4 5
c. Proper understanding and solution of problems.
1 2 3 4 5
d. Competent and Knowledgeable service provider
1 2 3 4 5
e. Quick Service/ transaction completion time.
1 2 3 4 5
f. Nice atmosphere.
1 2 3 4 5
6. Please rate the extent to which you agree or disagree with the following statement
A. You are satisfied with the EBL product features and benefits
a. Strongly agree b. Agree c. Neutral d. Disagree e. Strongly disagree
B. EBL service representatives provide services with courtesy and professionalism

C. EBL service representatives quickly and properly resolve any kind of service-
related problems.
50
D. EBL service representatives are very competent and knowledgeable.

E. You are satisfied with the service/ transaction completion time

F. You are satisfied with EBL because it offers services in a nice atmosphere
7. How likely are you to repurchase products and services from EBL? Would you say
the chances are …
a. Excellent
b. Very Good
c. Good
d. Fair
e. Poor
8. How likely are you to recommend EBL to a friend or relative? Would you say the
chances are …
a. Excellent
b. Very Good
c. Good
d. Fair
e. Poor.
9. Thinking of similar product/ services offered by other banks, how would you
compare the service of EBL offered to them?
50
a. Much better
b. Somewhat better
c. About the same
d. Somewhat worse
e. Much worse
f. Don’t know
10. Considering the total package offered by including customer service, product
features and benefits, and cost; how satisfied are you with EBL?
a. Very Satisfied
b. Somewhat Satisfied
c. Neutral
d. Somewhat Dissatisfied
e. Very Dissatisfied
11. What suggestions do you have to improve the services of EBL?
50

FINAL INTERNSHIP REPORT Ebl

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CHAPTER 1

1.1 ORIGIN OF THE REPORT

 Another objective is to measure the degree of satisfaction of the customers of

 Another objective is to achieve a wide knowledge of the consumer banking products

 Finally, the other objective is to suggest ways of improving the services to

Customer satisfaction is a critical component of success of a business. Exceptional customer

In today’s competitive marketplace, companies are simply interested in gaining more

1.4.1.1 Primary Sources:

1.4.1.2 Secondary Sources:

 Constraints arising from the use of Confidential Banking information which is

 Non-disclosure of certain information.

 The survey is limited to the customers of the Shyamoli branch only.

 Lack of comprehension and responsiveness of the customers is a major problem in the

PROFILE OF EASTERN BANK

We share the business plan.

We care for each other.

We know our roadmap.

We say what we believe in.

We are tax-abiding citizen.

2.4.1 Organization Hierarchy:

The organizational hierarchy of EBL:

2.5 Business Matrix:

2.5.1 Corporate Banking

 Investments/ Capital Market Services

 Trade Services and FX

 Deposits & Cash Management Solutions

2.5.1.1 Structured Finance Unit (SFU)

Managing own portfolio

2.5.1.3 Cash Management Unit

2.5.2 Consumer Banking

2.5.2.2 Channel Distribution

2.5.3 SME Division

2.5.4 Other Divisions

2.5.4.1 Treasury Division

2.5.4.2 Credit Risk Management Division

2.5.4.3 Brand Management Division

2.5.4.4 Finance Department

2.5.4.5 Human Resource Management Department

2.5.4.6 Special Asset Management Department

2.5.4.7 Audit and Compliance

2.5.4.8 Credit Administration Division

2.7 Financial and Operational Highlights

The following table illustrates these concepts more vividly:

Following table summarizes some of the major financial ratios:

3.1 Loan Products

EBL Jibandhara Loan

EBL Home Loan

 Advance/Partial Prepayment - Anytime and any amount payment facility available,

 Additional Loan Top up facility available

EBL Utshab Loan

EBL Fast Cash

EBL Fast Loan

EBL Auto Loan

EduLoan Secured - Education Loan with Security Deposit

3.2 Deposit Products:

EBL Campus Account

EBL high performance account

EBL Secure DPS

3.3 Card Products:

EBL Cool Card

EBL Travel Card

EBL Visa Platinum card

 Travel Accident Insurance: EBL Visa Platinum cardholders are automatically