Final Presentation Slide

Accounts Section: Accounts Section is called as the nerve Centre of the bank. In banking business, transactions are done every day and these transactions are to be recorded properly and systematically as the banks deal with the depositors' money. Any deviation in proper recording may hamper public confidence and the bank has to suffer a lot otherwise. Improper recording of transactions will lead to the mismatch in the debit side and in the credit side. To avoid these mishaps, the bank provides a separate department; whose function is to check the mistakes in passing vouchers or wrong entries or fraud or forgery. This department is called as Accounts Section.
General Banking of Southeast Bank Limited:
To make profit in business you need to sell product or service. A bank does not produce any tangible product to sell but does offer a variety of financial services to customers. General banking is the starting point of all the banking operations. General banking is known as Retail banking.

It provides those customers who come frequently and those customers who come one time in banking for enjoying ancillary services. In some general banking activities, there is no relation between banker and customers who will take only one service form bank. On the other hand, there are some customers with who bank are doing its business frequently. It is the department which provides day-to-day services to the customers. Every day it receives deposits from the customers and meets theirs demand for cash by honoring cheque. It opens new accounts, remit funds, issue bank draft & pay orders etc. Since bank is restricted to provide the service every day.
Sections of General Banking:
General banking department has four sections such as front desk section, cash section, clearing section, account section in Southeast Bank. Those various sections do various works by which general banking activities.

Account opening section
Cash section
Clearing section
Accounts Section
It section
Functions of General Banking:
Account opening section: The following works are done by this section:

Accepting of deposit
Opening of account
Check book issue
Transfer of account
Closing of account

Cash Section: Cash section is an important section where cash transactions are made. Cash sections demonstrate liquidity strength of a bank. It is also sensitive as it deals with liquid money. Maximum concentration is given while working on this section. Tense situation prevails if there is any imbalance in the cash account. There are various systems maintain by cash officer that is under:
Vault
Cash Payment
Cash Receive
Evening banking


Recommendation:
SEBL is one of the potential banks in the banking sector. The Mymensingh branch of SEBL is a small branch. Therefore, it is not an easy job to find so many things during the very short period of practical orientation program. After doing the survey and interviewing the consumers, it has seen that the customers are more or less satisfied with the overall services of customer service and the behavior of employees. They also have some complains which make them unsatisfied in some cases. From the survey I have noticed that the customers prefer better services. So Southeast Bank Limited should try heart & soul to please those customers in a smart and trusting way. From the above discussion about customer's perception about the services of the bank, the following recommendation can be made to improve banking service quality of Southeast Bank Limited and make the customer more satisfied.

i. Ensure customers' as well as satisfaction by providing training to the employees regarding customer service
ii. The organization should increase the number of ATM booth in proper location needed by customer. It helps the banks in reducing crowd at bank's counters.
Conclusion:
During the three months of internship program at Southeast Bank Mymensingh Branch almost all the desk have been observed more or less other than Foreign Exchange Department. This practical orientation program, in first has been arranged for gaining knowledge of practical banking and to compare this practical with theoretical knowledge. Comparing practical knowledge with theoretical involves identification of weakness in the branch activities and making recommendations for solving the weakness identified. Through all departments and sections are tried to cover in which I got the chance to gather practical experience for the internship program; it is not possible to go to the depth of each activities of branch because of time limitation. However, highest effort has been given to achieve the objectives the internship program.
Charity:
Southeast Bank Foundation (SEB Foundation) initiated a scholarship program for poor and meritorious student in 2009 to pursue one of its key social objectives. The Foundation has, so far, distributed 827 scholarships to the secondary level students, while the number of scholarships to higher secondary level students stood at 1263.

Since 2011, the program has been expanded to include graduation level students. On the occasion, scholarships were, for the first time, distributed to 75 students who are admitted at public universities, medical colleges, engineering universities and agricultural universities.

So the bank's existing product line that Southeast Bank has always focused on traditional FDR and Savings schemes. The bank has hardly looked at more innovative banking products. In effect the bank has been unable to increase its market share sufficiently.

New/Special Products:
Islamic Banking
SME Banking
Dual Currency VISA Credit Card
Southeast VISA Platinum Card
Southeast My Remit Card
SEBL ATM / Debit Card
Virtual Card
Remittance Business
Western Union
SWIFT Services
Locker Services
ATM Services
Internet Banking Services
Bill Payment Services
E-Statement Services
SWOT analysis of SEBL:
The SWAT analysis of southeast bank will show internal and external influential factor both positively and negatively. It is the most important building block for growth to take place. After analyzing SWAT specific inferences can be made in matrix.
Strength:
Transparent and swift decision making
Simultaneously Islamic Banking
Satisfied clients
Internal control
On line banking
Better location of the branch
Experienced risk administration
Weakness:
Weak fund management
Profit rate is less than others
Islamic Branch funds are not ring restricted.
Inadequate work force
Bureaucracy in official process
Lack of motivation for workers
Opportunities:
Growth of the banking sector
Make the goodwill
SMS banking
Expansion of new investment areas
Government support in case of fund crisis
Threats:
Lots of competition from the existing competitor bank.
Political instability
Weak loan recovery systems
Policy of competitive banks
Products of Southeast Bank Limited:
Deposit Products:

Conventional Banking:
Savings (SB) Account
Current (CD) Account
Short Notice Deposit (SND)
Fixed Deposit Receipt (FDR)
Double Benefit Scheme (DBS)
Monthly Savings Scheme(MSS)
Pension Savings Scheme (PSS)

Islamic Banking
Mudaraba Savings Account
Al - Wadiah Current Account
Mudaraba Short Notice Deposit
Mudaraba Term Deposit Receipt
Mudaraba Double Benefit Scheme
Mudaraba Monthly Saving Scheme
Mudaraba Hajj Sanchay Prokalpa
Mudaraba Pension Savings Scheme

Loan Scheme:
Project Loan
House Building Loan
Small Business Loan
Consumer Financing Scheme
Lease Finance
Personal Loan


Demand Loan:
Loan General
Demand Loan against Ship Breaking
Payment against Document
Loan against Import Merchandise
Loan against Trust Receipt
Forced Loan
Packing Loan
Secured Over Draft against Cash Incentive
Foreign Documentary Bills Purchased
Local Documentary Bills Purchased

Continuous Loan:
Secured Over Draft against Financial Obligation
Secured Over Draft Against Work Order / Real Estate etc.
Cash Credit
Export Cash Credit


The officers at customer services in Mymensingh branch correctly answer their required inquires about general banking.
Most of the respondents are moderately satisfied about the transaction in cash section
SEBL hasn't sufficient numbers of ATM booths for their customers in Mymensingh.
They are satisfied with the minimum duration of money withdrawal.
It is very easy to check the balance statement.
Pay order issuance procedure of SEBL is little complex.
The fees and charges of services in SEBL are reasonable.
Overall they are satisfied with the general banking of SEBL.
Major Findings of the study:
Southeast Bank is one of the moat flourishing Banks of Bangladesh with wide growth opportunities the industry This report gave valuable insights as to where improvements were necessary to improve the quality of service. Southeast Bank with its strong corporate image and organization strength can successfully utilize the presented based on the findings.

Majority of the respondents are male.
Majority of the respondents are businessmen.
Most of the respondents' age ranges in between 38 to 47.
Most of the respondents' income is from Tk. 25001 to Tk. 50000.
Most of the respondents have Current A/C in SEBL.
The account opening process of SEBL is easy.
Deposit rate of SEBL is good enough.
10. Overall I am satisfied with the general banking of SEBL.








Comment: Among the 50 respondents 2 respondents strongly disagree, 4 respondents disagree, 9 respondents are neutral, 21 respondents agree and 14 respondents strongly agree as well.

So it is found that most of the respondents are in the opinion that overall, they are satisfied with the general banking of SEBL.








Comment: Among the 50 respondents 13 respondents have Savings A/C, 14 respondents have Current A/C, 9 respondents have DPS A/C, 6 respondents have FDR A/C and 8 respondents have taken loan.








Comment: Among the 50 respondents 7 respondents income is below Tk.5000, 13 respondents income is Tk.5001 to 25000, 21 respondents income is Tk.25001 to 50000, and 9 respondents income is from Tk.50001 to above.








Comment: Among the 50 respondents 8 respondents age ranges in 18 to 27, 10 respondents age ranges in 28 to 37, 20 respondents age ranges between 38 to 47, 12 respondents age ranges in 48 to above. So it is found that most of the respondents' age ranges in 18-28.








Comment: Among the 50 respondents 14 respondents are service holders, 16 respondents are businessmen, 5 respondents are student, 8 respondents are doctor and 7 respondents have other professions.
Demographic profile:







Comment: Among the 50 respondent, 36 respondents are male and 14 respondents are female. It can be said that most of the respondents are male.
Questionnaire Survey Analysis and Findings:
In this survey, it is essential to analyze the survey result and follow the findings as a guideline of development of the project. The survey report is shown below with graphical percentage basis.

IT Section: The following works are done by this section:
Initialize the Transaction
Time deposit
Transfer profit amount to link account as per client information
Submit the maturity list to account opening desk for entry in the Register
Scheme maturity run of fixed amount
ATM Card maintenance
All the cheques come and checked
Day end closing process
1. The account opening process of SEBL is easy.








Comment: Among the 50 respondents 3 respondents strongly disagree, 5 respondents disagree, 9 respondents are neutral, 21 respondents agree and 12 respondents strongly agree as well.

So it is found that most of the respondents are in the opinion that the account opening process of SEBL is easy.
2. Deposit rate is good enough.








Comment: Among the 50 respondents 3 respondents strongly disagree, 7 respondents disagree, 13 respondents are neutral, 16 respondents agree and 11 respondents strongly agree as well.

So it is found that most of the respondents are in the opinion that deposit rate of SEBL is good enough.
3. The officers at customer services in Mymensingh branch correctly answer my required inquires about general banking.








Comment: Among the 50 respondents 3 respondents strongly disagree, 6 respondents disagree, 8 respondents are neutral, 23 respondents agree and 10 respondents strongly agree as well.

So it is found that most of the respondents are in the opinion that the officers at customer services in Mymensingh branch correctly answer their required inquires about general banking.
9. The fees and charges of services in SEBL are reasonable.








Comment: Among the 50 respondents 3 respondents strongly disagree, 16 respondents disagree, 18 respondents are neutral, 9 respondents agree and 4 respondents strongly agree as well.

So it is found that most of the respondents are satisfied about the fees and charges of services in SEBL.
8. Pay order issuance procedure of SEBL is complex.








Comment: Among the 50 respondents 16 respondents strongly disagree, 18 respondents disagree, 9 respondents are neutral, 5 respondents agree and 2 respondents strongly agree as well.

So it is found that most of the respondents are in the opinion that the pay order issuance procedure of SEBL isn't complex.
7. It is easy to check the balance statement.








Comment: Among the 50 respondents 1 respondent is strongly disagree, 4 respondents disagree, 6 respondents neutral, 29 respondents agree and 10 respondents strongly agree as well.

So it is found that most of the respondents are in the opinion that it is easy to check the balance statement.
6. I am satisfied with the minimum duration of money withdrawal.








Comment: Among the 50 respondents 2 respondents strongly disagree, 4 respondents disagree, 14 respondents are neutral, 20 respondents agree and 10 respondents strongly agree as well.

So it is found that the respondents are moderately satisfied about the minimum duration of money withdrawal.
5. SEBL has sufficient numbers of ATM booths for their customers.








Comment: Among the 50 respondents 5 respondents strongly disagree, 17 respondents disagree, 18 respondents are neutral, 8 respondents agree and 2 respondents strongly agree as well.

So it is found that the respondents are moderately satisfied about the sufficient number of ATM booths for their customer.
4. Cash section of SEBL completes transaction quickly.








Comment: Among the 50 respondents 2 respondents strongly disagree, 14 respondents disagree, 22 respondents are neutral, 7 respondents agree and 5 respondents strongly agree as well.

So it is found that the respondents are moderately satisfied about the transaction of cash in cash section in SEBL.

Clearing Section: This section receives all kinds of Cheques in favor of the client for clearing as the part of their banking service. After receiving the Cheques it is necessary to endorse it and cross it specially.
Special Features of the Bank:
a) It has been performing conventional commercial banking activity and striving to introduce Islamic Banking functions.
b) It is the pioneer in introducing and launching different customer friendly deposit schemes to tap the savings of the people for channeling the same to the productive sectors of the economy.

c) For uplifting the standard of living of the limited income group of the population the Bank has introduced Consumer Credit Schemes by providing financial assistance in the form of loan to the consumers for procuring household durables, which have had encouraging responses.

d) The Bank is committed to continuous research and development so as to keep pace with modern banking.

e) The operations of the Bank are fully computerized so as to ensure quick, prompt flawless and services to the customers.

f) The Bank has introduced camera monitor system (CCTV) to streng then the security services inside the Bank premises.
Core Values:
Our values serve as a compass for our action and describe our direction
Integrity
Respect
Fairness
Harmony
Team Sprit
Courtesy
Commitment
Service Excellence
Insight and Spirit
Enthusiasm for Work
Business Ethics
Customer Commitments:
SEBL believe that customers are the kings and they serve the kings. Southeast Bank Limited is a customer oriented modern banking institution and they believe in managing with a long-term approach. The employees of SEBL understand that providing better value to the customers is their true competitive advantage, and they consider it in every decision they make. When SEBL participates with their customers and others they establish and maintain the highest standard of performance. The customer must be at the center of all their choices.
Scope of Study:
The report is done on the basis of "Customer Opinion about General Banking Activities" of Southeast Bank Limited at Mymensingh branch. General banking consists of account opening section, local remittance section, clearing and bills section, cash section and accounts section. It also covers the organization structure, function and different departments of Southeast Bank Ltd. The main part of the report consists of "Customer Opinion about General Banking Activities of Southeast Bank Limited".
Objectives of the Study:
General Objective:
The main objective of this report is to analyze the Customer Opinion about General Banking Activities of Southeast Bank Limited.

Specific Objectives:
To identify the customer opinion about general banking activities of Southeast Bank, Choto Bazar, Mymensingh Branch.

To recommend some measures for the development of general banking activities of Southeast Bank
Methodology of the Study:
Methods followed to perform a job or conducting activities to complete a task is called methodology. In conducting in this study the following methodology was adopted in collecting data and information, preparation of reports etc. The methodology of this report is given below:
Background of the Study:
The internship report is a basic requirement for the BBA program. The proposed topic is "Customer Opinion about General Banking Activities of Southeast Bank Limited". The topic is assigned by Monirul Hasan Masum, Assistant Professor, Department of marketing, Bangladesh University of Business and Technology.
Introduction:
Generally by the word "Bank" we can easily understand that the financial institution deals with money. But there types of banks, such as Commercial Banks, Savings Banks, Investment Banks, Industrial Banks, Co-operative Banks etc. But when we use the term "Bank" without any prefix or qualification, it refers to the "Commercial Banks". Commercial Banks are the primary contributors to the economy of a country. So we can say Commercial Banks are a profit making institution that holds the deposit of individual and business in checking and savings account and then uses these funds to make loans. Both general public and the government are dependent on the services of banks as the financial intermediary. As banks are profit-earning concerns; they collect deposit at the lowest possible cost and provide loans and advances at higher cost. The differences between two are the profit for the bank.

From the study it is found that SEBL employees are not always helpful or co-operative to their clients while promoting service. SEBL has fewer ATM booths. Sometimes clients are suffering for the limitation of ATM booth.

Finally, some recommendation has been suggested based on the findings part of that report that may help SEBL to improve its efficiency concerning of general banking division.
Presentation
on
"CUSTOMER OPINION ABOUT GENERAL BANKING ACTIVITIES of SOUTHEAAST BANK LIMITED"
Acknowledgment
At the beginning, I am very almighty ALLAH for giving me the grateful to opportunity to complete my report in due time. Without his help, it would not have been possible. The successful accomplishment of this report is the outcome of the contribution of number of people, especially those who gave me time and share their thoughts and gave suggestions to prepare this report.

I express my deep sense of gratitude and heartily respect to Monirul Hasan Masum, Assessment Professors, Department of Marketing and my honorable supervisor. I have received all valuable suggestions and instructions from my honorable teacher (Supervisor) for completing this internship report.

I would like to give thanks to all the employee to this branch of SEBL, I am very much grateful to them. They helped me a lot to understand the work activities at SEBL. They taught me so many things practically. Without their co-operation it was impossible for me to continue internship at SEBL, Choto Bazar, Mymensingh.

Finally, my sincere gratitude goes to my family, friends, teacher and all the employee of SEBL, Choto Bazar, Mymensingh Branch for their helping attitude and sharing their thoughts to prepare this report.
Executive Summery
The report is originated in result of my internship programme which I have done as a requirement of BBA program. This report is completed based on my three month internship in Southeast Bank Limited. This is an orientation report that contains the real life day working experience of different department of Southeast Bank Limited, Choto Bazar, Mymensingh.
 
The topic of this report is "Customer Opinion about General Banking Activities of SEBL". To prepare this report I have necessary assistance from SEBL during my internship period. The prime objective of this report is to analyze the customer opinion about general banking activities of SEBL. To prepare this report I have followed the methodology which contains both primary source of data and secondary source of data. To make this report some limitation are faced which are included in this report. The report covers historical background of Southeast Bank Limited. It's also discussed vision, mission, objective, product and service etc. of SEBL. I have briefly described General Banking Division performs mainly five section of SEBL.
Type of Research Design:
The report briefly reveals the Customer Opinion about General Banking Activities of Southeast Bank Limited.
Significant of the Study:
The main objective of the repot is to fulfill partial requirements of BBA program. In order to be able to obtain the BBA program from Bangladesh University of Business and Technology every student is require to do internship program in a well-reputed organization for three months, after completing all the requires courses. After the internship period, each student or intern has to submit a report about the respective organization. I have completed my internship program in Southeast Bank Limited at Mymensingh branch and my topic is "Customer Opinion about General Banking Activities" and this report is about this bank.
Data Processing and Analysis:
To organize this report I used several tabulation, graph and different chart. For analysis I have used comparative study of the scheduled charges. For reporting, I used several software like Microsoft Word, Microsoft Excel.
Vision:
To be a premier banking institution in Bangladesh and contribute significantly to the national economy.

Mission:
High quality financial services with state of the art technology
Fast customer service
Sustainable growth strategy
High ethical standards in business
Steady return on shareholders' equity
Innovative banking at competitive price
Attraction and retention of quality human resource
Commitment to cooperative social responsibility
Goals:
Become the most profitable bank
Provides highest level of satisfaction to customers
Enhance the value of shareholders investment and optimize return on their investment
Objectives of Southeast Bank Limited:
Southeast Bank believes that its effort to become a leading bank in private sector can only be achieved and continued by creating effective corporate governance, including professionalism among its stuff and strictly following the rules and regulations. This believes in ethics motivates the bank in its dealing with those and with whom it interacts. The core objectives of SEBL are:
Sound investments
Meet capital adequacy required
Ensure satisfies work force
Ensure 100% recovery of all advances
Focus on fee-based income
Adopt an appropriate management technology
Sources of Data Collection:
Both Primary and Secondary sources of information have been used in preparing the report.

Primary Sources:
In depth interview and questionnaire survey method were used for primary data collection.

Secondary Sources:
Annual report of Southeast Bank Limited
Website of Southeast Bank Limited
Office files and documents
Organizational Hierarchy:
 
 
 
 
 
 
 
 
 
 
 
President & Managing Director
 
 
 
 
 
 
 
 
 
 
 

Deputy Managing Director


Senior Executive Vice President


Executive Vice President


Senior Vice President


Vice President


First Vice President


Senior Assistant Vice President


Assistant Vice President


Senior Principal Officer


Principal Officer

Management Trainee
Executive Officer
Entry Level
Probationary Officer
Senior Officer
Entry Level
Trainee Officer
Officer
Entry Level
Trainee Junior Officer
Junior Officer
Entry Level
Trainee Assistant Officer
Assistant Officer
Entry Level
Corporate Slogan:
"A bank with vision"


Corporate Logo:
Overview of Southeast Bank Limited:
The emergence of Southeast Bank Limited into banking industry of Bangladesh was at the stage of liberalization of global economic activities in 1995. The philosophy of the bank is "A Bank with Vision" has been a spirit of the legend of success in the Asian countries with a vision to become a leading financial institution of the country and contribute significantly to the growth of the national economy. It is one of the fast moving, conventional financial institution; a scheduled private commercial bank which established under the domain of Bank Company Act of 1994 and incorporated as a public limited company under Companies Act, 1994. The Bank started commercial banking operations effective from May 25, 1995 with an Authorized capital of Tk.500 million and Paid up Capital of Tk.100 million. During this short period of time this organization has managed to successfully position itself as a progressive and dynamic financial institution of the country. The financial strength of its portfolio has upward trend for several years. The bank obtained mentionable achievement within a period of 15 years of its operation and met up requirements of Bangladesh Bank. In the recent period of the economic slowdown, the bank's asset and investment portfolio is fair enough than other banks. The bank had been widely acclaimed by the business community, from small entrepreneurs to large traders and industrial companies including the top rated corporate borrowers for its forward looking business outlook and innovative financial solution.
Questionnaire Design:
This is a well structure type of questionnaire and used to conducting customer opinion survey about general banking activities and acquire primary data. Here average time was 10 minutes for every respondent. There are 20 questions in the questionnaire.
Sampling Plan:
Target Population:
Customer who are enjoying general banking facility of Southeast Bank Limited, Choto Bazar, Mymensingh Branch.

Sampling Element:
Individual customers of Southeast Bank Limited, Choto Bazar, Mymensingh Branch.

Sampling Frame:
Well-structured sampling frame was provided by Southeast Bank Limited.
Profile of the Organization:


Type
Private Bank
Industry
Banking, Financial services
Founded
1995 (Dhaka)
Head office
Eunoos Trade Centre, 52-53 Dilkusha C/A, Dhaka, Bangladesh
Key people
Mr. Alamgir Kabir, FCA (Chairman)
Mr. Shahid Hossain (Managing Director)
Services
Consumer Banking
Corporate Banking
Investment Banking
Islamic Banking
Mortgage Loans
Private Banking
Credit Cards
Number of Branches
117 Branches
Net income
5.43 billion Tk.
Website
www.southeastbank.com.bd
Limitation of the Study:
To prepare a report on the topic like this in a short duration is not easy task. In preparing this report some problems and limitations have encountered which are as follows:

The main constraint of the study was insufficiency of information, which was required for the study. There are various information a bank employee cannot provide due to security and other cooperate obligations.

Due to time limitation, many of the aspects could not be discussed in the present report.

Lack of opportunity to access to internal data.

Based on primary data for preparing this report.

Legal action related information was not available.

All the clients whom I interviewed did not want to provide necessary information.

Sampling Procedure:
Convenience sampling procedure is used.

Sampling Size:
I have taken 50 customers as my sampling.

Time period for data collection:
Time period for data collection is July 2015 to November 2015.

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Gender

Occupation







Account Type


Monthly Income

Age