Internship Report Advance Working Report on South East Bank Ltd.

Southeast Bank Limited

Narayanganj Branch

Internship Report On

Advance Working Report on South East Bank Ltd.

Prepared for Mr. ChowdhuryRajkinMohsin Senior Lecturer Faculty of School of Business Independent University, Bangladesh

Prepared by ArefinRowshan ID: 0710156

Date of Submission: 06 September, 2012

Acknowledgement
I would like to thank The almighty, our creator, who made us able to finish the research at perfect time. This study would not have been possible without the support and guidance of the following individuals. I take this opportunity to sincerely thank each of them wholeheartedly, without whom it would not been possible.

First, I would like to give my heartiest gratitude. Mr. Chowdhury Rajkin Moshin,Senior Lecturer, School of Business for giving me such exposure to the practice business world .It is a big opportunity to express himself.

Finally, I thank, Md. Abdul Mannan who acted as my Supervisor on behalf of the organization. His constant guidance inspired me tremendously. I am indebted to the time he took off from his busy work schedule to guide me through this whole process.

Letter of Transmittal

September 06, 2012 The Supervisor Chowdhury Rajkin Moshin Senior Lecturer School of Business Independent University, Bangladesh

Subject: Submission of Advanced Working Report for Internship. Dear Sir, With due respect, I Arefin Rowshan (ID 0710156), would like to inform you that, it is a great pleasure for me to submit the Advanced Working Report on Customer Satisfaction in context of South East Bank Limited, as a requirement for BBA program. While conducting the report, I gathered lots of knowledge about many unknown facts, problems and prospects of banking activities of South East Bank Limited. Therefore, I firmly believe that, this report will be able to meet your approval. I would genuinely appreciate to make further corrections where it seems necessary by you. Your kind advice will encourage me to conduct more work in future.

Sincearely Yours, Arefin Rowshan ID: 0710156

Executive Summary
Satisfying customers are the only way to stay competitive in today's marketplace. The balancing act between what customers want and what the company can provide must be optimized in order to maximize companys long-term profits. The main branch of South East Bank Limited has done numerous researches to understand the level of customer satisfaction. They are already in a good position in the consumers mind but understanding the customers satisfaction level, which help the company to exceed the present level of customer satisfaction. However, in Narayanganj Branch no such research had been done to understand the level of customer satisfaction.

This study investigates the level of customer satisfaction in context of SEBL Narayanganj branch. On assessing the level of customer satisfaction, I found they are not highly satisfied with the bank. But this level of satisfaction can be upgraded if some steps are taken.

This study is based on primary data, as no such previous research has been done to understand the level of customer satisfaction of SEBL in Narayanganj branch. The nature of this study was a qualitative and explorative research, and information was gathered through Extensive one-to-one interviews with respondents. Samples were selected on a Stratified sampling method.

Upon completion of the research analysis, the researchers understood the level of customer satisfaction of the customers. The level of satisfaction is good but they do not highly satisfy. They feel that money should be withdrawn from the ATM in 24 hours, transaction process should be faster and process the task within promised time and give personal attention to each customer. Customer want new innovations like phone banking , SMS banking to be started as early as possible as well as the employees to be trained enough to operate the technology.

Table of content Chapter One

1.0 Company profile 1.1 Vision of SEBL 1.2 Mission of SEBL 1.3 SEBL Services 1.4 Organogram 1.5 Financial Position of SEBL

Page 1-5
1 1-2 2 2 3 4-5

Chapter Two
2.0 Internship Experience 2.1 Internship Position, Duties & Responsibilities 2.2 Account Opening Department 2.3 Accounts Department 2.4 Foreign Exchange Departments 2.5 Others department

6-7
6 6 6 7 7 7

Chapter Three
3.0 Problem Statement 3.1 Purpose of the Study

8-9
8 9

Chapter Four
4.0 Research Methodology 4.1 Sample size 4.2 Data Collection Technique 4.2.1 Primary sources 4.4.2 Secondary Sources 4.5 Measurement Instrument 4.6 Data Presentation and Analysis

10-27
10 10 10 10 10 11 11-27

Chapter Five
5.0 Recommendation

Chapter Six
6.0 Conclusion 6.1 References

28 28 29-30
29 30

Appendix

Chapter One
1.0 Company Profile Southeast Bank Limited is a scheduled commercial bank in the private sector established under the ambit of Bank Company Act, 1991 and incorporated as a Public Limited Company under Companies Act, 1994 on March 12, 1995. The Bank started commercial banking operations on May 25, 1995. During this short span of time the Bank is successful in positioning itself as a progressive and dynamic financial institution in the country. Southeast Bank Limited has been licensed by the Government of Bangladesh as a Scheduled commercial bank in the private sector in pursuance of the policy of liberalization of banking and financial services and facilities in Bangladesh. In view of the above, the Bank within a period of 14 years of its operation achieved a remarkable success and met up capital adequacy requirement of Bangladesh Bank. Southeast Bank Limited has 64 branches throughout Bangladesh and its aim is to be the leading bank in the country's principal markets. The bank by concentrating on the activities in its area of specialization has achieved good market reputation with efficient customer service. The Bank is committed to providing continuous training to its staff to keep them up to date with modern practices in their respective fields of work. The Bank also tries to fulfill its share in community responsibilities. By such measures the Bank intends to grow and increase shareholders' earning per share. Southeast Bank Limited pledges to maximize customer satisfaction through services and build a trusting relationship with customers, which has stood the test of time for the last fourteen years.

1.1 Vision of SEBL: It is especial!" important for managers and executives in any organization to agree upon the basic vision that the firm strives of achieve in the long term. A clear vision provides the foundation for developing a comprehensive mission statement. So the vision statement should be established

first and foremost. Southeast Bank has established their vision statement to achieve their longterm Objectives, Their vision is to stand out as a pioneer banking institution in Bangladesh and contribute significantly to the national economy.

1.2 Mission of SEBL Southeast Bank is very much concern about their mission because divergent views among managers can only be revealed and resolved through the mission statement. The mission of the hank is stated below: High quality financial services with the help of latest technology. Fast & accurate customer service. Balanced growth strategy. High standard business ethics. Steady return on shareholders' equity. Innovative banking at a competitive price. Deep commitment to the society and the growth of national economy.

1.3 SEBL Services: General Banking Services Foreign Exchange Business Services Investment Services Sanchaypatra schemes Islami Banking by SEBL Other Consumer Savings Schemes

1.4 Organogram: The SEBL has 15 layer organogram where the MD stands in the top position and Junior officer stands in the bottom position. The top to button organogram has been shown below:

Managing Director Deputy Managing Director Senior Executive Vice President Executive Vice President Senior Vice President Vice President First Vice President Senior Asst.Vice President Asst. Vice President Senior Principal Officer Principal Officer Executive Officer Senior Officer Officer Junio r Offic er

1.5 Financial Position of SEBL (In millions) Particulars Authorized capital Paid up capital Reserved Fund Shareholders Equity Deposit Advance Investment Import Export Foreign Remittance Guarantee Business Total Income Total Expenditure Operating Profit Profit after Tax Total Assets Fixed Assets Earnings per Share Dividend (cash/bonus 10%/20% (5:1) -/35% (20:7) 15%/20% (5:1) 15%/25% (4:1) 20%/8%(12.5:1) 2,763.13 131,943.48 4,463.08 45.20 1,870.19 112,676.98 4,323.59 32.44 887.24 81,181.53 2,685.56 31.11 1,222.97 64,370.69 1,708.11 42.88 909.88 53,706.12 1,300.39 59.71 6,754.94 4,614.66 3,012.58 2,916.20 2,062.66 16,071.33 9,316.39 13,415.21 8,800.55 10,250.13 7,237.55 8,670.47 5,754.27 6,766.11 4,703.45 22,781.19 11,916.74 15,078.99 9,008.32 8,656.80 107,729.58 92,452.62 18,327.65 103,726.70 58,158.06 28,082.25 96,669.05 77,497.57 21,350.23 69,582.92 46,724.47 23,779.20 68,714.67 60,281.26 12,299.61 58,019.77 42,178.60 15,221.87 55,474.05 48,164.60 8,462.86 38,470.34 28,771.36 11,040.17 46,056.18 41,147.28 8,462.86 35,125.12 25,874.61 13,479.83 6930.84 10,165.06 17,095.90 3,422.64 6,504.52 9,927.16 2,852.20 4,804.81 7,657.01 2,281.76 4,186.60 6,468.36 2,112.74 2,828.18 4,940.92 2011 10000.00 2010 10000.00 2009 3500.00 2008 3500.00 2007 3500.00

share) Return on Equity (ROE) Return on Asset (ROA) Non Performing Loan Capital Adequacy Ratio Number of Correspondent Banks Number of Foreign Correspondents 645 589 587 598 536 152 146 145 140 138 11.25% 11.72% 11.12% 13.00% 11.50% 4.26% 3.73% 4.12% 3.77% 3.97% 2.26% 1.66% 1.09% 1.90% 1.66% 19.41% 16.51% 12.06% 19.90% 17.98%

No. of the Employee No of branch No of share holder

1613

1402

1231

1116

998

76 66,898

56 22,152

46 12,536

38 9,636

31 8,855

Chapter Two

2.0 Internship Experience I did my three month internship program in Southeast Bank Ltd, Narayanganj branch. During my internship program, I gained lots of experience about corporate environment. My internship experience are given below2.1 Internship Position, Duties & Responsibilities The report has been prepared on the basis of experience gathered during the period of internship. Within this time of period, I worked with three departments namely General Banking, Foreign Exchange department and Accounts department. Also I worked partially Remittance and Loan and Advanced department. Bank is not follow any guideline or fixed any responsibilities for internship student. Mainly I have done many pending works of the account opening section and Accounts opening form fill up. Besides that I have done different types of tasks in different desks whenever they assigned me to do. 2.2 Account Opening Department I worked with Southeast Bank Limited, Narayanganj Branch where I worked firstly with the account opening department. Here I have learned the procedure of opening an account and the documents that are needed for opening an accounts & types of accounts dealt by Southeast Bank Limited. The following activities which had done by me, To file different account forms in different files. To sequencing that forms in different files. To fill up Know Your Customer (KYC) form. To find out the irregularity of different accounts. To rectify those irregularities by making phone calls to those customers. To distribute cheque book by making phone calls.

2.3 Accounts Department Accounts department is sensitive part of a bank. I have worked in the accounts Department for few days. This department is one of the important and busy departments. Actually, in this department, all the department task, all department transaction vouchers are maintained. All accounts are finalized and maintained and send its one copy in corporate branch. Moreover, all kinds of daily expenses are maintained and office materials and equipment like- Pen to office clearing material everything purchase documents and its accounting procedure all are maintained in this department. Voucher sorting, counting and filing. Debit and credit voucher separation. Registered the entire vouchers in register book. 2.4 Foreign Exchange Departments As in this internship period, employees introduced me all necessary documents required for export- import. In this department, I observed more rather work. I saw how a L/C is open, procedure of L/C opening, documentary needed. I have done following task in this department Up to date Trade License. Checking of L/C documents. Maintaining of Registered L/C. Printing, typing and photocopying of documents. 2.5 Others department I also worked partially or few days in remittance department, Clearing department, and Loan and Advance department. In these above mentioned department I did following task In remittance department, helping clients to fill up remittance forms. In clearing department, helping the clearing office and learning clearing process. In loan and advance department, arranging and listing loan document. Different types of work etc.

Chapter Three
3.0 Problem Statement: South East Bank Limited is operating for a long period in Bangladesh. It is not one of the largest banking networks in Bangladesh. At the same time it is third largest bank in Bangladesh In terms of profit. Narayangonj Branch of SEBL is operating from the very beginning of the bank and contributing to the bank with a high level of satisfactory profit as Narayangonj is one of the big business areas in Bangladesh.

But it is a matter of concern that although Narayangonj branch is one of the major branches of SEBL, no customer satisfaction survey has yet been done. A customer satisfaction survey is very much needed to measure the level of customer satisfaction as well as customer confidence. And both of them are needed as bank is a service oriented industry.

So I decided to measure customer satisfaction of SEBL as I found customer dissatisfaction except some cases in Narayangonj Branch. During my internship period I experienced some scenarios of customer dissatisfaction in that branch. I my whole report I will try to show this result in details according to my best knowledge.

3.1 Purpose of the Study The main purpose of the study is to find out the customer satisfaction level of the customers of South East Bank Limited, Narayangonj Branch. But there are some other subsidiary purposes, which are: To measure the customer confidence of SEBL To measure the level of trust of the clients To measure the dependence of the customers on SEBL To measure the capacity of SEBL to satisfy customer needs To measure the level of satisfaction of the clients To measure the capacity of SEBL to offer the needed services to the clients

Chapter Four

4.0 Research Methodology Step-1: Prepare questioners according to the need Step-2: Survey among the customers of SEBL of Narayangonj Branch by using these questioners Step-3: Arrange the data of the customer responds Step-4: Analyze the data Step-5: Present data by charts, grapes, etc. 4.1 Sample size Sample size is a number of elements to be included in a study. In my questioner I have prepared 17 questions to judge the level of customer satisfaction. First I selected a huge number of questions but later pecked the major questions among them. I think these 17 questions enough to measure the level of customer satisfaction and my sample size is 25. 4.2 Data Collection Technique Source of Data of this Study can be divided into two categories: 4.2.1 Primary sources Face-to-Face conversation with the respective customers by using Questioners Taking their responses, advices, and opinions

4.2.2 Secondary Sources Annual Report of Southeast Bank Ltd. Websites, Relevant Books, Research Papers, and Journals.

4.3 Measurement Instrument To conduct this study we will use a structured questionnaire. So I was used questionnaire. The response choices were is arranged according to interval scale. The number of response choices was five. Which were, Strongly disagree (1) Disagree (2) Moderate (3) Agree (4) Strongly agree (5)

4.4 Data Presentation and Analysis

Question No-1: I believe that South East Bank Limited is honest to me

Number of the respondent person 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25

Grading 1-5 4 5 3 4 4 4 5 4 5 4 4 4 4 4 4 4 5 5 5 5 4 4 4 4 4

Average: 4.23

Honesty of SEBL
4% 28% 68%

Strongly Agree Agree Moderate

GRAPH 1: Honesty of SEBL

Here most of the customers agree with the question but the level of customers strongly agreeing with the question is 4%. So the bank with some accepts provides good services. But the level of csatisfaction could be taken closure to five if the bank provided better service that could increase the level of customer loyalty.

Question No-2: I think South East Bank Limited is trust worthy.

Number of the respondent person 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25

Grading 1-5

3 4 5 4 4 4 5 4 4 4
Average: 4.2

Trust worthness of SEBL

4% 8% Stromgly Agree Agree 88% Modarate

GRAPH 2: Trust worthiness of SEBL

From the graph we see 88% customers agree with this question. But the costumers did not respondent strongly because there may be some hidden cost for which they cannot trust on SEBL properly.

Question No-3: South East Bank Limited is very thoughtful about my well doing.
Number of the respondent person 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25

Grading 1-5 4 4 4 5 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 5 4 4 4 4 4

Average: 4.04

Thoughtful about Customer doing

4% 8% Agree Strongly Agree Modarate 88%

GRAPH 3: Thoughtful about Customer doing

The graph shows a small number of customers strongly agree with this question because the transaction process is very slow and forms for account opening are not so much informative.

Question No-4: On critical situation can rely on South East Bank Limited.
Number of the respondent person 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25

Grading 1-5

4 5 5 4 5 4 5 5 5 4 Average: 4.4

On critical situation can rely on SEBL

4%

44% 52%

Stromgly Agree Agree Modarate

GRAPH 4: On critical situation can rely on SEBL

Here huge numbers of respondents strongly agree with this question because they get instant solution for critical moments.

Question No-5: I believe that South East Bank Limited will point out the best alternative for me any time.
Number of the respondent person 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25

Grading 1-5

4 5 5 4 4 4 5 4 5 4 Average: 4.44

SEBL will point out the best alternative for customer

44% 56%

Stromgly Agree Agree

GRAPH 5:SEBL will point out the best alternative for customer

Though they get instant solution for the critical moment they expect the bank will continue this type helping in future. So huge number of respondents strongly agreed with this question.

Question No-6: South East Bank Limited is capable to satisfy my needs.

Number of the respondent person 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25

Grading 1-5

4 3 3 4 4 3 5 4 3 4 Average: 3.72

SEBL is capable to satisfy customer needs

4%

32%

Stromgly Agree Agree 64% Modarate

GRAPH 6: SEBL is capable to satisfy customer needs

As they cannot get sms banking and phone banking facilities, they did not strongly agree with this question.

Question No-7: South East Bank Limited knows its business.

Number of the respondent person 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25

Grading 1-5

5 5 4 4 4 4 5 4 5 4 Average: 4.20

SEBL knows its business

8% 28% Stromgly Agree Agree Modarate 64%

GRAPH 7: SEBL knows its business

Here the graph shows 28% of respondents are strongly agreeing with this question. So we can conclude that although lower level employees not so much cooperative upper level employees are cooperative for this reason huge number of respondent strongly agreed with this question.

Question No-8: South East Bank Limited can solve my problem.

Number of the respondent person 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25

Grading 1-5

4 5 3 5 5 5 5 3 5 4 Average: 4.32

SEBL can solve customer problem

17% Stromgly Agree 29% 54% Agree Modarate

GRAPH 8: SEBL can solve customer problem

Though they get instant solution for the critical moment, so customers get the problems they face. So huge number of respondent strongly agreed with this question.

Question No-9: In critical situation I feel well advice by South East Bank Limited.
Number of the respondent person 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25

Grading 1-5

4 5 4 4 4 3 5 4 5 4 Average: 4.12

In critical situation customers feel well advice by SEBL

16% Stromgly Agree Agree 56% Modarate

28%

GRAPH 9: In critical situation customers feels well advice by SEBL

As the upper level employees are well educative and well informative they provide necessary advices according to customer need.

Question No-10: I believe that South East Bank Limited employs well educated.
Number of the respondent person 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25

Grading 1-5

4 4 3 4 3 4 5 3 4 4 Average: 3.76

SEBL employs well educated

4% 8% 24% Stromgly Agree Agree Modarate 64% Disagree

GRAPH 10: SEBL employs well educated

The upper level employee are well educated and lower lever employees are not well educated.That why most of the customers did not strongly agree with this question.

Question No-11: Overall I am satisfied with South East Bank Limited.

Number of the respondent person 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25

Grading 1-5

4 4 3 4 4 4 3 4 5 4 Average: 4.00

Customers are satisfied with SEBL

16%

16% Stromgly Agree Agree Modarate 68%

GRAPH11: Customers are satisfied with SEBL Most of the customers are not strongly agree with this question because they do not get modern banking facilities and cooperation from the employees.

Question No-12: I did not have good experiences with South East Bank Limited.
Number of the respondent person 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25

Grading 1-5

2 2 3 2 2 2 2 2 2 2 Average: 2.04

Customers did not have good experiences with SEBL

4% 4% 8% Strongly disagree Disagree Modarate Agree 84%

GRAPH 12: Customers did not have good experiences with SEBL

The graph shows better performance limited for which reasons most of the customer disagreed with this question.

Question No-13: My decision for South East Bank Limited is right.

Number of the respondent person 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25

Grading 1-5

4 5 3 4 4 4 5 4 5 4 Average: 4.16

Customers decision for SEBLis right

8% 24% Stromgly Agree Agree 68% Modarate

GRAPH 13: Customers decision for SEBL is right

SEBL provides expected facilities most of the respondents correctly chose SEBL. Again south east bank always care the customers expectation.

Question No-14: South East Bank Limited offers exactly what I need Customer loyalty.
Number of the respondent person 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25

Grading 1-5

4 5 3 4 4 4 5 4 5 4 Average: 4.12

SEBL offers exactly what customers need Customer loyalty

4% 4% Stromgly Agree 24% Agree Modarate 68% Disagree

GRAPH 14: SEBL offers exactly what customers need Customer loyalty

South East Bank Limited has introduced latest services according to its capacity. So SEBL provides expected facilities most of the respondents correctly chose SEBL. Again south east bank always care the customers expectation.

Question No-15: I can highly recommend South East Bank Limited.

Number of the respondent person 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25

Grading 1-5

4 4 3 4 4 4 5 4 5 4 Average: 4.04

Customers can highly recommend SEBL

20%

24%

Stromgly Agree Agree Modarate

56%

GRAPH 15: Customers can highly recommend SEBL

The graph shows 56% customers agree with this question rather than strongly agree. So we can say most of customers would recommend SEBL to others if the service quality was improved.

Question No-16: I think South East Bank Limited fits to me.

Number of the respondent person 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25

Grading 1-5

4 5 4 4 5 4 5 4 5 4 Average: 4.20

SEBL fits to customers

4%

28%

Strongly Agree Agree Disagree

68%

GRAPH 16: SEBL fits to customers

The graph shows 68% respondent agree with this question and 28 % respondent strongly agree with this question and 4 % respondent disagree with this question. Customer suggested this bank have to reopen their modern banking facilities like SMS Banking and Phone Banking and people advised transaction process have to faster.

Question No-17: If I could decide again, would choose South East Bank Limited again.
Number of the respondent person 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25

Grading 1-5

4 5 3 4 4 4 5 4 5 4 Average: 4.08

Customers would choose SEBL again

4% 8% 24% Strongly Agree Agree Modarate 64% Disagree

GRAPH 17: Customers would choose SEBL again

24% customers will select SEBL again and 64% will choose if service quality is increased .Although 4% disagrees with this question, we consider it as insignificant result.

Chapter Five
5.0 Recommendation Based on my experience I recommended following issues in SEBL Emphasize on processing the task within promised time and give personal attention to each customer Employees have to cooperative in knowledge sharing. Recruitment policies of the lower level have to fairly maintain. Employees have to be expert in using modern technology. Banking transactions have to be faster. Employees transfer policies have to fair. Banks culture has to develop to face new challenges. Bank mangers need to remain up to date with future trends; in other words, and banks should be more able to help customers participate, learn and act.

Chapter Six
6.0 Conclusion No bank in Bangladesh can provide 100% customer satisfaction as there is always some customer dissatisfaction. But still there is the possibility to provide the highest level of customer satisfaction. SEBL Narayanganj branch shows customer satisfaction level good position but still this should be taken into consideration as one dissatisfied customer tells 10 other customer. So SEBL should take some corrective steps to correct these shortcomings and at the same time assure that special measures have been ensured to continue the best performance in future. It can be said without any confusion that if SEBL, Narayanganj branch ensures this, it will be able to contribute to the bank in great extent and will be a brand name of banking in whole Narayanganj city.

6.1 References Donald R. Cooper and Pamela S. Schindler. McGraw-Hill 9th Edition 2006. Business Research Methods. www.southeastbank.com.bd/ ABDEL-HAMEED M. BASHIR Islamic Economic Studies Vol. 6, No. 2, May 1999 (Garbarino and Johnson, 1999; Delgado-Ballester et al., 2003) (Berry and Parasuraman, 1991; Morgan and Hunt, 1994). (Moorman et al., 1992, Gouldner, 1960) (Gregoire and Fisher, 2008) (Rotter, 1980; Kennedy et al., 2000) (Fukuyama, 1995; Yang, 2006). Mayer et al., 1995; Gill et al., 2005) (Sitkin and Pablo, 1992; Greed and Miles, 1996) (Garbarino and Johnson, 1999; Sirdeshmukh et al., 2002; Delgado-Ballester et al., 2003; Garbarino and Lee, 2003; Kumra and Mittal, 2004).

Appendix

South East Bank Limited

Questionnaires

Name of the Customer :..

Strongly Strongly Disagree Moderate Agree Disagree Agree 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5

Particulars Q-1. I believe that SEBL is honest to me. Q-2. I think South East Bank Limited is trust worthy. Q-3. South East Bank Limited is very thoughtful about my well doing. Q-4. On critical situation can rely on South East Bank Limited. Q-5. I believe that South East Bank Limited will point out the best alternative for me any time. Q-6. South East Bank Limited is capable to satisfy my needs. Q-7. South East Bank Limited knows its business. Q-8. South East Bank Limited can solve my problem. Q-9. In critical situation I feel well advice by South East Bank Limited. Q-10. I believe that South East Bank Limited employs well educated. Q-11. Overall I am satisfied with South East Bank Limited. Q-12. I did not have good experiences with South East Bank Limited. Q-13. My decision for South East Bank Limited is right. Q-14. South East Bank Limited offers exactly what I need Customer loyalty. Q-15. I can highly recommend South East Bank Limited. Q-16. I think South East Bank Limited fits to me. Q-17. If I could decide again, would choose South East Bank Limited again.

Customer's Signature