Project Report On

Customer Satisfaction in Banking Sector

{This term paper is prepared and submitted to Department of Marketing as the partial fulfillments for the degree of Masters of Business Administration}

Submitted by Shaiful Alam Chowdhury ID Number-777-S1-76 EMBA Program Southern University Bangladesh

Project Report On
Customer Satisfaction in Banking Sector
{This term paper is prepared and submitted to Department of Marketing as the partial fulfillments for the degree of Masters of Business Administration}

Submitted by Shaiful Alam Chowdhury ID Number-777-S1-76 EMBA Program Southern University Bangladesh

On
--- A Study on FSBL

Thesis

The Performance & Practices of Banking Services.

{This term paper is prepared and submitted to the Department of Business Administration as the partial fulfillment for the degree of Masters of Business Administration}

Prepared By:
A.S.M.Nasir Uddin ID Number--777-S1-78 EMBA Program Southern University Bangladesh

Submitted To:
Professor Dr.Shawquatul Meher Dean, Business Faulty Southern University Bangladesh

Southern University Bangladesh

LETTER OF SUBMISSION
Friday, July 20, 2012

Professor Dr. Md. Shawquatul Meher Dean, Business Faculty Southern University, Bangladesh
Subject: Submission of Thesis on Performance & Practices of Banking Services .

-A Study on FSBL.
Dear Sir, I am pleased to submit the Thesis on Performance & Practices of Banking Services. A Study on FSBL.My report contains a brief of customer satisfaction in banking sector in Bangladesh. The recommendations extended are crops of my analysis, my thoughts and level of understanding within the given context and available information. I hope that you would be kind enough to accept my report & oblige thereby. With best regards. Yours faithfully,

A.S.M.Nasir Uddin ID Number: 777-S1-78 Program: EMBA , Major in Marketing Department of Business Administration Southern University, Bangladesh

LETTER OF DECLARATION
A study report is prepared on the basis of practical data gathered fromFirst Security Bank Limited Bangladesh. I do hereby declare that, the study on The Performance & Practices of Banking Services a study on First Security Bank Ltd. which has been submitted to the Southern University, Bangladesh in partial fulfillment for the degree of EMBA, major in Marketing. It is original work of my own and supported and guided by my supervisor.This report has not been submitted to any other university or institutes for any degree or diploma.

___________________ A.S.M.Nasir Uddin ID Number: 777-S1-78 Program: EMBA , Major in Marketing Department of Business Administration Southern University, Bangladesh

LETTER OF SUPERVISIORS

This thesis entitled The Performance & Practices of Banking Services a study on First Security Bank Ltd. Bangladesh is submitted for the partial fulfillment of the requirements for the degree of EMBA from the Southern University, Bangladesh by A.S.M.Nasir Uddin under my supervision and guidance. It is an original piece of work on the basis of field investigation and also contributions to the existing store of knowledge. I have gone through the report very carefully and found very much satisfactory.

___________________________ Professor Dr. Md.Shawquatul Meher Dean, Business faculty Southern University, Bangladesh

PREFACE
A newborn baby can be compared with water, in the sense that, water takes the shape of its container. In the same way the child takes the shapes according its environment. The baby gradually knows how to talk, act re-acts and studying is the starting points for him of his academic learning procedures, which is based on the theories. We have learned and read theories to know and realize as well as to

find worthiness of those in considering knowledge in the work field is know as practice. Through practice decision-making is guided by experience. Thus, the demand of practical knowledge is increasing day by day. EMBA degree as a practical knowledge, it is a curtail part of the curriculum of business educations by which, one can demonstrate his ability to work independently. The study program, the rigorous paper work and practical orientation will enable one to get accustomed in trouble shouting and strategic analysis of business related problem based on his academic knowledge and practical experience earned in making the final report of study. Southern University Bangladesh, Chittagong is one of the leading private Universities in Bangladesh. It has been establish with a view to producing a new generation of balanced personality equipped with proper knowledge and modern technology. Southern Universitys philosophy of education is to prepare students for exciting, challenging, rewarding career of managing in an international environment. EMBA, consisting of theoretical exposure, dissertation program is one of the requirements of the degree to equip us with practical knowledge about various organization activities I have incorporated myself in First Security Bank Ltd., Jubilee road Branch, Chittagong, to accomplish my dissertation program. In fact, my interpretation is not beyond the question in practice, the out of my inexperience some other shortcoming may be found inadequate and insufficient in the report. I apologize to the reader, observers, and appraisers for my unintentional laps.

ACKNOWLEDGEMENT
First of all my utmost gratitude is to Almighty, who give me the courage and strengths to prepare the report. Beginning of this report I deem it is my duty to

record my appreciation and gratitude to few person who have helped me to prepare this report in many ways. I want to mention the name of honorable teacher Professor Dr. Shawkatul Meher, Dean of Southern University, Bangladesh. I want to extend my firm gratitude to my honorable teacher and my supervisor. Without their helping I couldnt finished this report. I would also like to thanks Mr. Fazlul Hoque, Principal Officer of First Security Bank Ltd. & Mr. Riyadh Mahammud Chowdhury, Officer of First Security Bank Ltd to give me valuable suggestions in time. I will be forever grateful to them. In addition, remaining all the members of First security Bank Limited, Jubilee Road Branch,Chittagong I would like to thank all of them for their kind cooperation.

EXECUTIVE SUMMERY
Meeting the rapidly changing needs of customers is at the heart of a successful banking enterprise. How well a bank knows its customers and how effectively it

leverages that knowledge in the face of intense competition, shrinking margins, new technologies, and increasing customers demands can make the difference between thriving and barely holding on. Customer satisfactions have provided partial solutions to complex heterogeneous banking issues. At times, technology rather than business needs has been the driver for Customer satisfactions development. But Customer satisfactions solutions hold great promise for banking when there is a focus on providing support for key business processes. This white paper examines the evolution of Customer satisfactions solutions in the financial services industries and proposes ideal Customer satisfactions for todays complex landscape. The financial industry has always been extremely dynamic, and banks have been among the early adopters of technology to solve business needs. New issues have emerged to join existing business challenges. For example, business intelligence is becoming a key factor in driving intelligent decision making across the enterprise. It is now more important than ever for banks to properly identify the customers and products that can most improve their bottom line profitability. At the same time, banks must find new ways to target customers with the products that are most appropriate to their needs and to serve customers with greater cost-efficiency. Given the current economic environment, banks have to justify any investment, and a Customer satisfactions solution must achieve a quantifiable return on investment. The e-business capability of Banking addresses the key Customer satisfactions challenges that face the banking industry today, including how to: Identify customers that have the most assets and would be the most profitable Identify the most profitable products Improve customer service while reducing service costs in basic areas Find strategies to eliminate current operational inefficiencies

Sunday, January 25, 2009

To The Registar Southern University, Bangladesh Through, The Head, Department of ECE.
Subject: Prayer for Final Academic Transcript & Certificate. Dear Sir, I have honour to state that, Iam a student of your University. I have successfully completed EMBA , Major in Marketing . In the circumstances, I would request you to kindly issue me with final Academic Transcript & Certificate as early as possible. Yours faithfully,

___________________ A.S.M.Nasir Uddin ID Number: 777-S1-78 Program: EMBA , Major in Marketing Department of Business Administration Southern University, Bangladesh