1.

INTRODUCTION
1.1 Origin of the Report
In today's world, education is the imperative tool for understanding the real world and applying knowledge for betterment of the society as well as in Business Sector. From the education session the theoretical knowledge is obtained from various courses throughout the programs, which is only the half way of the subject matter. Practical knowledge has no alternative. The perfect coordination between theory and practice is of paramount importance in the context of modern business Graduates to get 12 weeks practical experience, which is known as "Internship Program". As a student of Bachelor of Business Administration BBA, North South University, every student has to conduct a practical orientation i.e., Internship on any organization for fulfilling the requirements of the BBA program. The main purpose of the program is to know the real world situation and to get a glimpse of the corporate culture. In this regard, I have the opportunity to submit the report from my experience while working as Internee in Eastern Bank Ltd. Only theoretical knowledge without any practical experience makes a person sterile. On the other hand a person having practical experience but no theoretical exposure keeps him blind. The internship program is designed to overcome such sterility. This program gives the chance to fulfill the theoretical knowledge that is acquired from class lectures, books, journals etc. in the practical settings. Here, I got an opportunity to realize the relevance and usefulness of the classroom learning and day to day operational experience in EBL Corporate Banking.

1.2 Objective of the Research

Today in Bangladesh, one of the most competitive industries present is the Banking industry. This industry is taking over the country by rage. There are about 49 non-commercial (NCB) and Private commercial banks in Bangladesh. Each bank is offering vast choices of products and service to the customers. Thus customers have the independence to switch from one bank to another without hesitation. The objectives of the study are stated below:

Prime objective of my study was to find out the satisfaction level of the corporate
customers of Eastern Bank Limited.

Secondary objective was finding out the relationship between clients satisfaction and
loyalty towards EBL. Page

As an outcome of the prime objective, I tried to notice the specific areas of

dissatisfaction of the Customers. Satisfaction level of Corporate Customers in the context of Eastern Bank Limited

1.3 Significance of the Research

This report renders a close analytical look at the stability of corporate customer satisfaction and loyalty in relation to service quality. The position of Eastern Bank limited is very impressive regarding the position of other banks of the same time. But in this edge of competition, it is very difficult to keep the leading edge intact. The bank needs to come up with new ideas to remain competitive. It must keep their customers satisfied. So, it is very important for EBL management to know whether their corporate clients are satisfied or not. If the clients are not satisfied, EBL can specify the zones of dissatisfaction and take necessary actions to remove the dissatisfactions. Hence, I decided to work on this topic.

1.4 Research Hypothesis

Conducting a research is one of the most significant aspects of marketing. Here for the project, I have chosen to conduct a research to find out whether the corporate clients are satisfied or not to the service provided by the Eastern Bank Ltd. As major portion of my research is about corporate customer satisfaction, therefore, measuring the service quality is the key to get the job done. Researchers and managers of service firms concur that service quality involves a comparison of expectations with performance. Hence, my hypothesis is: H0:The corporate customers of Eastern Bank Limited are not satisfied with the service. H1: The corporate customers of Eastern Bank Limited are satisfied with the service.

1.5 Methodology of the Research

1.5.1 Research Design Primary Data: It is obvious that the research will require many primary data. Interviews will be conducted on the managers of the bank for insights and clarification. The clients of the bank will also be interviewed, as they are one of the primary data sources. A survey will be conducted on the target group to find out about problems directly related to the research. I plan to supply them questionnaire to be filled out as well as read them out whenever needed and explain if any clarification is required.

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Secondary Data: For the organization part of the report, many secondary resources will be used. This will provide a theoretical basis of the report. Such data will be collected mainly from the bank as well as the Internet. As for secondary resources, I would use relevant journals and various publications of EBL. In addition, I would like to collect data from the NSU library, newspaper and the Internet. Also, some of the published statistics by the Bangladesh Bank and the Eastern Bank (EBL) would be used. 1.5.2 Sample Design In order to conduct the survey efficiently and obtain accurate results, I had to choose the sample appropriately. Several customers were used for this survey. Therefore, for the purpose of my study and convenience I have decided to select a total sample size of 100 corporate clients from Gulshan Branch. 1.5.3 Data Analysis From time to time, I carried out analysis on the data collected from the surveys. After collecting the data I used various types of charts and tables to identify whether relationships exist between the measured variables or not. These included Chi-square, T-Test, One way ANOVAs and Regression test, analysis. Beside it I conducted a hypothesis testing to verify which variables had most influence on service quality. For this research SPSS version 15 was used as the statistical data analysis tool as it offers greater flexibility in data analysis and visualization.

1.6 Limitations of the Research

The study was limited by a number of factors. Firstly, the research was limited mainly at Gulshan Branch of the bank. Secondly, sample size was very small to present the proposed scenario. It is never possible to obtain 100% accurate data since the survey will be done on a set of sample, not the entire population. Thirdly, time constraint led to get narrower outcomes.

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2. Organizational Overview of the Eastern Bank Limited

2.1 Emergence of EBL
The emergence of Eastern Bank Limited in the private sector is an important event in the banking industry of Bangladesh. Eastern Bank Limited started its business as a public limited company on August 08, 1992 with the primary objectives to carry on all kinds of banking business in and outside of Bangladesh and also with a view to safeguard the interest of the depositors of erstwhile BCCI [Bank of Credit and Commerce International (Overseas)] under the Reconstruction Scheme, 1992, framed by Bangladesh Bank. In 1991, when BCCI had collapsed internationally, the operation of this bank had been closed in Bangladesh. After a long discussion with the BCCI employees and taking into consideration the depositors' interest, Bangladesh Bank then gave the permission to form a bank named Eastern Bank Limited which would take over all the assets, cash and liabilities of erstwhile BCCI in Bangladesh, with effect from August 16, 1992. So, it can be said the EBL is a successor of BCCI. EBL started its business as a scheduled bank with only four branches, which included Principal Branch, Dhaka; Motijheel Branch, Dhaka; Agrabad Branch, Chittagong and Khulna Branch. EBL started its business with motto to grow as a leader in the banking arena of Bangladesh through better counseling and efficient service to clients. EBL resumed its operational activities initially with an authorized capital of Tk. 1000 million, divided into 10 million shares of Tk. 100 each and paid up capital of Tk. 310 million. The initial shareholders were the NCBs, various govt. agencies, and some of the depositors who had agreed to accept shares in the new bank in lieu of their deposits. The first Board of Directors of EBL constituted under govt. supervision, consisted of 7 directors from various business and professions. Eastern Bank Limited was under government control until the end of 2000 and therefore, there were lots of deficiencies in the Bank's management. In 2001, the board of directors brought in new professional management from various foreign banks who have been trying to modernize the bank ever since.

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2.2 Profile of EBL

Eastern Bank Limited (EBL) is one of the modern, fully online and technologically superior private commercial Banks in Bangladesh. Eastern Bank markets a wide range of depository, loan and card products. These products include different types of Savings and Current Accounts, Personal Loans, Auto Loan, Debit Card, Pre-paid Cards, Internet Banking, Treasury, Syndication, Corporate Banking and SME Banking services through a network of branches and centers countrywide. From Student Banking to Priority Banking to Platinum card EBL has almost all banking products in its repertoire. Eastern Bank has its presence in 11 major cities/towns of the country including Dhaka, Chittagong, Sylhet, Khulna and Rajshahi. The customers are served through a network of 49 Branches, 74 ATMs and 6 Kiosks countrywide. Tracing its origin back to 1992, EBL is serving the individual and corporate clientele alike with remarkable success offering innovative banking services since then. Some significant matters about EBL are:

EBL is the first bank in Bangladesh to go for online. It provided the first "Green Loan" in Bangladesh in Solar Panel manufacturing plant
which will contribute to transform the lives of 1 million people of the most remote and off-grid areas by lighting up their homes.

EBL is the first ever local bank to finance Aircraft purchase deal of Biman Bangladesh
Airlines. Prior to this, only multinational banks used to finance such projects.

It generates highest profitability per employee in Bangladesh Banking sector. This Bank launched first ever Bank- sponsored Mutual Fund in Bangladesh.
2.2.1 Vision The vision of Eastern Bank Limited is to become the bank of choice by transforming the way they 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.

2.2.2 Mission

EBL will deliver service excellence to customers, both internal and external. EBL will ensure to maximize shareholders value. EBL will constantly challenge their systems, procedures and training to maintain a
cohesive and professional team in order to achieve service excellence. Page

EBL will create an enabling environment and embrace a team based culture where
people will excel. Satisfaction level of Corporate Customers in the context of Eastern Bank Limited

2.2.3 Objectives Maximization of profit along with the benefits of employees is the main objective of the bank. In addition, the other objectives are

To be one of the leading banks of Bangladesh in terms of ROE and ROE To be the market leader in high quality banking products and services Achieve excellence in customer service through providing the most modern and
advanced state-art technological in the different spheres of banking

To reduce the burden of nonperforming assets Cater to a broader and differentiated segment of retail and wholesale customers To grow its credit extension service to the commercials as well industrial sector To increase its diversification of loan portfolio and geographical coverage To reduce present operating expense further so as to increase earning before tax
2.2.4 Values EBL has six core values which the bank upholds in ever action. They are:

Service excellence Openness Trust Commitment Integrity Responsible Corporate Citizen

2.2.5 Strategic Priorities of EBL

Focus on asset quality. Reduce cost of deposit by changing the mix. Strengthen cost control measures to reduce cost. Improve service quality by realigning or changing structures and processes. Exert all-out effort to recover assets that are classified and written off Emphasize on businesses that offer better risk adjusted return Diversify corporate loan portfolio Maximize shareholders value.
Satisfaction level of Corporate Customers in the context of Eastern Bank Limited Page

Put more emphasis on Corporate Social Responsibility (CSR)

2.3 EBL Management

Like any other business organization, all the major decisions in EBL are made by the top management committee. The board mainly establishes the objectives and policies of the bank. There are three (3) committees of the board for different purposes: 2.3.1 Executive Committee This committee is comprised of four non-executive Directors and Managing Director of the bank and the functions and responsibilities of this committee is to Establish and periodically review the bank's overall credit and lending policies and procedures, develop and implement uniform and minimum acceptable credit standards for the bank, new credit proposal assessment and approval etc. 2.3.2 Audit Committee The main objective of this committee is to assist eh Board of Directors with regard to the audit of financial reports, management reports by external auditors, internal controls and internal audits. 2.3.3 Management Committee The EBL Management Team or Management Committee (ManCom) 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. Other than the MD and CEO, the remaining ManCom Members each head a function

Consumer and SME Banking Corporate Banking Credit Finance Human Resources Information Technology Operation
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.

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Figure 1: Organ gram of EBL

MD & CEO Company Secretary DMD Consumer Consumer Banking Cards SME Operations Service Delivary Trade Services NRB Back Office Treasury Support DMD Consumer Corporate HRD FInance ICC MD's Secretariat CRM IT IT Consultant Admin SAMD (Corporate) SAMD (SME) Brand & Marketing

CAD

ID Investment Banking Treasury

CFC

NRB

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2.4 Overview of Divisions of EBL

2.4.1 Business Division Business Divisions are divisions which earn revenue for EBL. There are five business divisions. The names, with their brief description are given in the following paragraphs.

Corporate Banking: Corporate banking is the major revenue earner for the bank. Maintaining relationships with corporate houses to sell the services of the bank is the major goal of corporate banking. Corporate banking works in collaboration with corporate support unit and trade services. A brief list of services offered by corporate banking is given as an annexure (Appendix2) to this report.

Consumer Banking: Consumer banking is a revenue earning division major goal of which is not earning revenue but rather collecting deposits. Consumer loan is yet to be popular with Bangladesh. However, EBL is ahead of most other banks in consumer lending. Major consumer loan products include: Parse Loan, EBL Jibondhara, EBL Auto, EBLTraveloan etc. EBL also offers high interest consumer deposit products like HP account, EBL Interesting account and EBL Campus accounts.

SME Banking: EBL promotes SME banking effectively. The bank has a separate SME division in place to help small and medium entrepreneurs with loans catered to their needs. SME division offers loan products like EBL Puji, EBL Asha, EBL Udyog, EBL Mukti (for women entrepreneurs) etc. SME also offers exclusive current account solution named EBL Banijjo.

Cards Division: Card division offers Credit and debit card services. EBL is affiliated with VISA worldwide and has introduced prestigious VISA Platinum credit card to Bangladesh. Other card division products include VISA Corporate Credit Card, Lifestyle Prepaid Card, VISA Electron Debit Card etc. Cards division has touched 50,000 cards landmark recently.

Treasury: Treasury is the heart of banking business. While every other unit is important, treasury is the one that keeps the money circulating through the bank. Treasury division of EBL profits from lending to different financial institution (i.e. call money business) and also from trading foreign exchange. Page

Satisfaction level of Corporate Customers in the context of Eastern Bank Limited

2.4.2 Support Division The support divisions do not earn revenue directly, but they play vital role enabling the business divisions to function. The names of the support divisions with their activities in brief are given below.

Trade Services: Trade service is the support division for corporate banking. Service like LC processing, shipping guarantee processing and other export-import related services are given through this division.

Operations Division: Operations supports consumer banking and cards division of the bank. Operations also manage cash management activities. Clearing section is also an important part of operations.

Credit Risk Management: CRM is the division that assesses credit risk related to corporate and SME borrowings. CRM works in collaboration with corporate support unit to issue loan facilities, limits and other loans and advances products.

Credit Administration Division: CAD is the division that disburses the loans finally for corporate and SME sector. It also takes lien of the securities.

Consumer Finance Center: CFC is the division responsible for assessing risk associated with consumer loans and credit cards. A sub division of CFC also disburses the consumer loans to respective individual borrowers. CFC works in collaboration with consumer banking.

Special Asset Management: SAMD looks after assets that has been classified bad and loss and tries to recover them through legal measures. SAMD also liquidates the securities to recover bad and loss debts.

Finance Division: Finance division looks after the day to day accounting of the bank. It is one of the major divisions to guide the policies of EBL.

Human Resources Division: HRD takes care of the human resources, compensations and communication.

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Information Technology Division: EBL is a technologically advanced bank. The IT division provides the much needed technical support to every department. EBL is the first bank to employ Universal Banking Solution (UBS), a comprehensive banking package, in South Asia. IT division played the major role implementing the changes.

Direct Sales Team: DSTs are teams of contractual employees who accumulate deposits and create sales for credit card products for the bank. They create the major channel through which consumer banking earns revenue.

2.4.3 Subsidiaries EBL Investments Ltd.: EBLIL is a wholly owned subsidiary of EBL. EBLIL operates in the local capital market with major objective of sustainable profit. However, EBL maintains the Bangladesh Bank regulations of not investing more than 10% of deposits in the capital market.

EBL Securities Ltd.: EBLSL is a wholly owned brokerage house of EBL. EBLSL enables the individual investors to invest in to capital market and helps keeping the capital market running.

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2.5 Financial Performance of EBL

Figures in: Million BDT

Eastern Bank Limited

Subsidiaries
EBL

Consolidated

Particulars

Onshore

Offshore

Total

EBL Securities

Investments Limited

Net (Nil)

Interest

Income

2844.85 6330.84 2073.47 4280.00 417.17

128.60 129.88 0.29 129.59 129.59 129.59

2973.45 6460.72 2073.77 4409.58 417.17 3,99241 2424.79

-8.26 12144.00 35.56 93.49 93.49 73.64

19.27 19.27 0.07 19.20 19.20 12.00

2984.47 6601.43 2,10940 4526.05 417.17 4108.87 2,51420

Total operating income Total operating expense Profit provisions* Total provisions Profit (PINT)* Profit after tax (PAT)* before tax before

3862.83 2295.20

In recent years, EBL has been showing remarkable performance. Achieving accordance with BASSELII and other regulations implemented by Bangladesh Bank, EBL managed to increase ROE and decrease cost to benefit the stakeholders.

Table 1: Financial Overview of EBL (2010)1 *Consolidated profit before provision, PBT and PAT contain BDT 3.77 million as Gain on accusation of EBL Securities
Limited.

EBL Annual Report 2010, Page 104

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2.5.1 Deposit Performance A banks main raw material to do business is the deposits that the bank collects. EBLs deposit performance was up to mark as a leading private commercial bank of the country. The value of total deposits increased by 14.71%2 in 2010 compared to 2009 while the interest paid to those deposits increased only by 2.88%3. The current deposit situation is portrayed in the following page.

2.5.2 Loan & Advances Performance Total amount of outstanding loans were increased by 22.95%4. However, interest earnings increase did not match the increase in outstanding. Interest earnings were increased by only 12.54%5. The following graph shows the distribution of loans and advances. EBL also managed to decrease the percentage of non-performing loans to 1.99%.

2 3 4 5

EBL Annual Report 2010, Page 146 EBL Annual Report 2010, Page 214 EBL Annual Report Page 146 EBL Annual Report Page 214

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Loans and Advances Distributions

12% 14% Corporate Consumer 74% SME

2.5.3 Capital Adequacy Performance According to Bangladesh Bank, every bank should have at least BDT 4,000 million as total capital (sum of paid up capital and statutory reserve) before August 11, 2011. EBL has already crossed that mark. Total capital of EBL as of 2010 is BDT 5,646.33 million of which BDT 2,920.81 million is paid up capital.6 EBL has achieved compliance with BASEL-II capital requirements. Table 2: Risk Weighted Asset & Capital Adequacy7 Risk Weighted Asset for: (Figures in BDT millions) Credit Risk Market Risk Operational Risk Total Risk Weighted Asset Total Eligible Capital Capital Adequacy Ratio Q1, 2010 66,603.58 7,645.85 6,961.68 81,211.11 8,480.76 10.44% Q2, 2010 73,979.70 8,596.67 6,961.68 89,538.05 9,089.69 10.15% Q3, 2010 82,575.91 10,993.43 6,279.02 99,848.36 9,911.06 9.93% Q4, 2010 85,968.15 40,426.98 8,582.58 104,977.71 11,460.16 10.92%

Distribution of Eligible Capital

Tier-1 (Core Capital) Tier-2 (Supplementary Capital)

EBL Annual Report 2010, Page 77-78

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EBL Annual Report 2010, Page 77

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2.6 Competitive SWOT Analysis of EBL

2.6.1 Strengths Increased Financial Strength: The bank had to operate in a declining interest rate environment, but was able to maintain a reasonable spread. It achieved an Operating Profit of Tk. 659 million un 2004 compared to Tk.419 million in the previous year. The increased earnings were driven by enlarged loans and advances portfolio, increase in export and import business and efficient fund management. Non-interest income continued to contribute higher share in the total income of the bank. Technology: Bringing 24 branches under one umbrella, introducing SMS Banking, Internet Banking, and Interfacing ATM Network through the Online Banking Software has been major achievements of the bank. EBL is the first bank to online the rural branches. Capital Adequacy: The achieved the Tk. 1.0 billion capital requirement ahead of the deadline set by Bangladesh Bank. The Authorized and paid up capital of the Bank are Tk. 1200 million and Tk. 744 million respectively. The total shareholders equity as of Dec 31, 2010 stood at Tk. 1183 million. The bank maintained a capital adequacy ratio of 11.18% at the end of 2010 against the regulatory requirement of 9.0%. Investment: The bank closed a number of Syndicate Financing as the lead arranger and also participated in a number of deals in the textiles, ship breaking, sugar refining, health, telecom sectors. Centralized operations: Centralized operations through Online Banking software with internet banking facility and ATM providing 24 hours banking service is one of the major strength of the bank. Asset & Liability Growth: The asset and liability growth has been remarkable. By Oct 2010 the total asset of the Bank grew to Tk 15,687 million, increase of almost 25% comparing to 2009. As of Oct 2010 deposits increased to Tk 12,093 million, an increase of 16% over that of 2010, and Loans & Advances reached Tk 10,538 million, an increase of 29% over that of 2009. Page

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Variety of Banking Services are provided EBL offers its customers a wide range of banking services. The services include Consumer Credit Scheme, loan facilities and many other banking services. All these services help to retain its present customers and also aid in gaining access to new market segments. Therefore, these variety in services offered is a major advantage for EBL. High Salary Payment Motivates Workforce EBL has brought some changes in the overall pay structure for the employees at all levels of the organization. All executives and other staff of the organization are paid very well in monthly salaries. The employees are quite satisfied with the amount of salary paid to them. The high salary payment acts as a motivational tool that helps to boost the performance of the employees at EBL. 2.6.2 Weaknesses Poor Delivery Channels: The main weakness of EBL is its poor number of branch network in the country. Along with customer service, the success of a bank depends on the number of outlets i.e. branches through which the customers can do banking in any location of the country. EBL, though as a third generation bank, has only 18 branches throughout the country, whereas some established local banks have branches amounting to hundred. Marketing Policy: EBL mainly focuses marketing for liability products of the bank. The marketing programs for asset products are comparatively poor at EBL. For these products, the bank generally focuses on internal marketing, among the existing clients of the bank; where as some other banks go for mass marketing for their products. Less Product Innovation: Though its an overall weakness of the industry, Product Innovation is not also impressive at EBL. The EBL products and services are already active in the banking industry. The only thing that is exceptional from some other banks in EBL is it has the Bonus Saving Interest rate of the bank for deposit above Tk.50, 000. 2.6.3 Opportunities Withdrawal of High Interest The government has withdrawn all high interest paid government savings scheme to encourage the

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investment in the private sector. Rather than investing in the public sector, the government may decide to invest in the private commercial banks. As a result, this is a huge opportunity for a commercial bank like EBL to increase the collection of deposit from the public sector. Industrialization The present government is highly committed to increase industrialization and increase the investment in the private sector. If more industries are established, then the rate of investment will increase. The banks may obtain a whole new set of customers because of the rise in industrialization. It is a great scope for EBL to attract new customers segments where they can expand their operation. Increase in Market Share EBL has a huge opportunity to expand it market and increase its market share. Since, the number of industries is increasing day by day, and many cities are being commercialized, it is a great opportunity for EBL to attract new customers. EBL has the opportunity to motivate the new clients to make huge investments. This will help the company to increase it market share and the overall performance. Opportunities for New Investments are Available The primary investment of EBL is in the textile and Garment sector. The company also makes investments in export and import business, agriculture and housing. But new investment sectors are booming rapidly. The company those untapped areas of business and invest in those sectors. 2.6.4 Threats Loan Default Culture The loan default culture is one of the major problems for all commercial banks of Bangladesh. Many business people are being blamed for irregular credit disbursement from different banks. This loan default culture is a huge limitation for the development of commercial banks like EBL. Economic Recessions Downturns in the world economy also pose as a major threat to EBL. Economic recessions greatly affect the economy of Bangladesh as well and this in turn decreases the rate of exports. Decrease in exports is a major threat to EBL because this will reduce the foreign exchange earnings of Bangladesh. EBL maintains foreign exchange accounts of different industries. Therefore, the decrease in foreign exchange earnings will cause major problems for the growth of EBL. Competitors may Overtake EBL There are some major competitors of EBL in Bangladesh. Commercial banks like EXIM Bank and

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Mutual Trust Bank pose as a major threat to the various operations of EBL. If the performance of EBL declines for some reason at any time, the competitors might take over the entire market. The competitors also have huge experience in the banking sector and are fully capable for capturing the whole market. Reduction in Imports The bank earns huge commissions and non-interest incomes from imports. EBL maintains foreign exchange accounts and also benefits from commissions during conducting business operations with importers in Bangladesh. If government increases the margin for imports and also increases the import duties, it will have a major impact on the operation of EBL. Decrease in imports will deprive the bank from earning huge amount of commissions.

2.7 Corporate Banking Process at EBL

Corporate Banking Division came into existence because of the restructuring of EBL's business processes. Previously all the loan disbursement and monitoring activities were carried out by the officers of individual branches, which resulted in poor management and control of the process. To improve the poor management and control of the process, Eastern Bank decided to centralize its loan disbursement and monitoring activities. A separate Corporate Division was created which started operation on 10th January 2002. This division is responsible for bringing in profitable new corporate clients and retaining present clients by meeting their various needs. Corporate Banking provides various banking service such as products, credit facilities and financial solutions which addresses the diverse financial needs of corporate customers, public and private limited companies, NGOs and sole proprietorship concerns. It is also responsible for resolving credit issue problems and developing relationship between the customer and the bank. The whole corporate division is divided into two areas. Area one comprises of Dhaka and Outstation Branches whereas Area two comprises Chittagong branches. Area one consists of six relationship units. Five units in Area one are responsible for looking after the bank's assets and one unit is responsible for liabilities, while Area two has three asset units and one liabilities unit. Every asset unit has a unit head, which is in charge of that unit. Generally one/two Relationship Manager (RM) and one/two support officer work under the Unit Head.

All Units head work under the Area Head - Corporate Banking and he reports directly to DMD and Head of Corporate. The management hierarchy of the Corporate Banking. Division is given below:

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Head of Corporate

Area Head Corporate

Unit Head

Relationship Manager

Support Officer

Corporate Division Hierarchy 2.7.1 Services of EBL Corporate Banking

Facility Structuring Financial Solutions. Advisory Services. Arrange Loan Syndications. Developing Relationship between the Clients and the Bank. Processing credit and other approvals for credit and other facilities. Provides one stop service for Credit facilities. Handles pricing issues and Wallet Sizing Exercises to maximizes the earnings of the Bank as
well as of the Client.

Coordinating service delivery of all EBL distribution channels (Sales and Service centers,
Trade Services, Treasury, Credit issues as required for the customer.

Ensures corporate customer's complaints are addressed. Relationship Teams of EBL are available to serve you. Main Functions of EBL Corporate Banking
Page

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Targeting corporate clients and building business relationships with them

2.7.2Corporate Banking Products

NAME PAD LTR CC (HYPO)

DESCRIPTION Payment Against Document Loan Against Trust Receipt Cash Credit Against Hypothecation of inventory Debts Cash Credit Against Pledge of Inventory and Hypothecation of Book Debts Acceptance against ULC -Own Purchase Acceptance

PURPOSE - Advance against Sight L/C - Forced Loan - To finance import L/Cs -To finance Inventory - Other business operations - General purpose To finance Inventory pledged

CC (PLEDGE)

RISK / REPAYMENT - Recourse on title to Import document - Recourse on Sales - Clean finance - Recourse on pledged Inventory - Ever green - Recourse on pledged Inventory - High monitoring risk - Ever green - Recourse on sales No recourse Clean finance - Ever green - Recourse on Banks thru acceptance - Residual on client

TENOR / VALIDITY 21 days per Bangladesh Bank 180 days 12 months

12 months

ACCEPTANCE OAP

LBPD

-Local Bill Purchased Documentary

FBPD

- Foreign Bill Purchased Documentary - Loan Against Foreign Bill Clean - Loan Against Foreign Bill Documentary - Sight Letter of Credit - Usance Letter of Credit - Letter of Guarantee -BB/PG/APG/RB/Pay. Gtee - Secured Overdraft - Overdraft Against Other Collateral Loan - Import Loan Against Hypothecation of Inventory and BookDebts

-To finance assets thru Banker's Acceptance -To refinance Bank's Acceptance - Forced Loan -To purchase/ discount against Local usance L/C -Upfront interest to be realized -To purchase/ discount/ negotiate export doc. against Sight/Usance Export L/C -Upfront interest to be realized (diff. in FX rate) - To finance Export Contract - To finance export doc. against Export Contract Sight/ Usance - For importation - For importation For Obligations Contractual

12 months 12 months

180 days

- Recourse on Banks - Residual on client Clean finance -Performance risk - Recourse on export doc - Payment risk - Recourse on title to import document - Recourse on sales - Performance risk -Ever green - 100% cash covered - No Credit Risk - Ever Green - High Credit Risk -Recourse on Sales - Ever Green - Recourse on Sales

45/180 days

LAFB (CLEAN) LAFBD SLC ULC LG

- 120 days - 45/180 days - 12 months - 12 months - Specific Period - Open ended - 12 months

SOD

- General Purpose

Import (Hypo)

- To finance Import L/C or against contract

- 180 days

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OD

- General Purpose

- 12 months

Import (Pledge)

Loan

Demand (Hypo)

Loan

Demand (Pledge)

Loan

Time Loan

- Import Loan Against Imported Merchandise pledged and Hypothecation of Book Debts - Demand Loan Against Hypothecation of Inventory and Book Debts - Demand Loan Against Pledged Inventory procured locally and Hypothecation of Book Debts -Time Loan against Other Security/Collateral/Supp ort - Term Loan against fixed assets - Packing Credit against Export L/C & Export Order Bankers Cheque Purchase (Foreign)

- To finance imported merchandise under pledge

- Recourse on pledged inventory - High monitoring risk

- 180 days

- To finance Inventory procured locally - To finance duty/tax - To finance Inventory procured locally under pledge

- Recourse on Sales

- 180 days

- Recourse on pledge Inventory - High monitoring risk - Recourse on Sales -Collateralize by fixed/other assets - Recourse on fixed asset -High risk - Performance risk - Lien on Export L/C

- 180 days

-To finance fixed/other asset

-12 months

Term Loan

- To finance fixed asset - To finance Export L/C - Pre-shipment Finance - To purchase/ discount foreign currency Drafts/ Payment Order - Upfront interest to be realized (diff. in FX rate) - To purchase/ discount Bank Draft and Pay Order - Upfront interest to be realized - Cover exchange risk against Letters of Credit

- Over 12 months - Max 7 years - 180 days

PC

BCP (Foreign)

- Recourse on Banks - Residual on client

- 30 days

BCP (Local)

Bankers Cheque Purchase (Local) - Forward Contract

- Recourse on Banks - Residual on client - Performance risk

- 30 days

Fwd FX

2.7.3 Proposal of Loan

Relationship Managers have the overall responsibility for borrowing relationships under their
control including any security required under the terms of credit approvals. For reasons of operational efficiency, aspects of obtaining and maintaining security has been delegated to the Credit Administration

means, in the case of the Bank's standard security documentation, Relationship Managers and

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jointly with the Credit Administration Department and Relationship Manager. In practice this

21

Department and responsibility for the completeness and validity of security documentation rest

Credit Administration Department must perform a check to ensure that all necessary security documentation is received from the borrower are in order, and in accordance with the terms and conditions of the credit approval and as expressed in Approval Letter(s). In the case of nonstandard documentation, security is taken under the guidance of the Bank's panel lawyers, or Legal and Compliance Department who will provide their confirmation that security has been executed.

Under no circumstances facilities to be drawn prior to completion of all documentation and

security arrangements unless approval for deferral has first been obtained from the authority, which approved the facility. This rule must be strictly enforced. However such deferral is discouraged.

Where security is taken, the following aspects must be ascertained and followed: The legal procedures and documentation for perfecting the security arrangement to be in strict
compliance with laws of the land. Credit Administration Department must ascertain, and retain Security Satisfaction Certificate on file, that security has been perfected.

The security providers, whether the borrower or third party, are acting within their capacity to
provide the security.

The value of the security, which must be appraised and updated on a regular basis, or when
circumstances warrant. Professional advice must be sought when appropriate.

Where security is subject to insurance, the security must be insured for appropriate value against
appropriate risks; and that Bank's interests noted and acknowledged by the insure.

2.7.4 Process of Loan Evaluation and Sanctioning

First Step: A customer applies for loan with all the necessary legal documents, annual reports, company profile, project feasibility study, net worth statement etc. Sometimes the relationship managers also bring in attractive corporate clients by negotiating credit facilities with them and arranges for necessary documents to be submitted.

Credit Administration department collects a Credit Report of the customer from the Credit

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office premises (EBL terms it Marketing Call by the Relationship Manager) and the collaterals offered.

22

Corporate Banking Department then evaluates the borrower by inspecting the customer's factory and

Investigation Bureau (CIB) of Bangladesh Bank. This CIB report tells about a customer's and its sister concerns' previous loan taking and payments record and ranks the customer according to it. This rank is any one of the following:

Unclassified (UC) Sub Standard (SS) Doubtful (DF) Bad and Loss (BL)
Credit Administration department gives this credit report, RJSC search report, land valuation and search report and other related documents to the Corporate Relationship Manager (RM). The RM, who also went for marketing call to the company, prepares a Credit Memorandum (CM) after evaluating the documents, client's financial condition, market image and many other qualitative and quantitative factors. This CM package contains -

Credit Memorandum Application for Limit (AFL) Account Profitability Call Report Financials (EBLance Sheet, Income Statement and Cash Flow) CIB Report
CM package is then sent to the Head Office Credit Committee (HOCC). If the Credit limit is Below 1.5 crore then HOCC evaluates it. But if it goes beyond this amount, then the HOCC sends it to the Board of Directors (BOD). Second Step: The HOCC/ Board of Directors evaluate the CM package. After evaluating, they either approve or reject the proposal or send the CM back to the RM for further clarification. Third Step: If the credit is approved then the Credit Administration Department, sends a sanction letter to the customer detailing the terms and conditions of the credit. If the customer accepts the sanction letter, the loan is sanctioned.

Fourth Step: After that the loan is disbursed by the Credit Administration Department with the

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23

proposed interest, tenor and repayment terms

3. Research
3.1 Frequency Test
Q.0. Duration of relationship with EBL.
Frequency Valid More Than 5 years Less Than 5 years Total 63 37 100 Percent 63.0 37.0 100.0 Valid Percent 63.0 37.0 100.0 Cumulative Percent 63.0 100.0

More Than 5 years Less Than 5 years

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Q.1 I have my account at Eastern Bank because its giving me better services than others.
Frequency Strongly Agree Agree Neutral Disagree Strongly Disagree Total 66 14 9 6 5 100 Percent 66.0 14.0 9.0 6.0 5.0 100.0 Valid Percent 66.0 14.0 9.0 6.0 5.0 100.0 Cumulative Percent 66.0 80.0 89.0 95.0 100.0

Valid

60

Frequency

40

20

0 Strongly Agree Agree Neutral Disagree Strongly Disagree

This question was aimed to find out whether Eastern bank Limited has competitive edge over its competitors or not. Most of the respondents admitted that they think EBL has competitive edge over its rivals. Form the chart to the question it can be seen that 66 percent and 14 percent customers strongly agree and agree that they are banking with Eastern bank Limited because of its better service over its

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rivals.

Q.2 I operate EBL account because it has additional features like internet banking or SMS or ATM banking in comparison to other banks.
Frequency Strongly Agree Agree Neutral Disagree Strongly Disagree Total 13 71 6 7 3 100 Percent 13.0 71.0 6.0 7.0 3.0 100.0 Valid Percent 13.0 71.0 6.0 7.0 3.0 100.0 Cumulative Percent 13.0 84.0 90.0 97.0 100.0

Valid

80

60

Frequency
40

20

Strongly Agree

Agree

Neutral

Disagree

Strongly Disagree

The functionality of this question was to find out whether the additional services of EBL like SMS, ATM and Internet Services are adding value or not. 13% and 71% respondents think that these additional services are adding value to the main service of banking. Among the rest, 6% respondents admitted that they are uncertain about the additional or extended services of EBL. 7% & 3% people disagreed about the value of additional services toward the main products and services of EBL.

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Q.3 Charges of EBL's service packages are fair.

Frequency Strongly Agree Agree Neutral Disagree Strongly Disagree Total 6 54 9 12 19 100 Percent 6.0 54.0 9.0 12.0 19.0 100.0 Valid Percent 6.0 54.0 9.0 12.0 19.0 100.0 Cumulative Percent 6.0 60.0 69.0 81.0 100.0

Valid

60

50

40

Frequency

30

20

10

Strongly Agree

Agree

Neutral

Disagree

Strongly Disagree

The satisfaction of the customers regarding the product and service packages is determined asked through this question. This question was aimed to focus on the price sensitiveness of the customers regarding the EBL. Here we see that about 6% customers and 60% customers argued that they think Charges of EBL services are satisfactory i.e. reasonable whereas 9% customers responded to remain uncertain about their opinion. Again, 12% and 19% respondents disagreed and strongly disagreed about the pricing of the bank.

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Q.4 Loan products offered by EBL meet my requirements.

Frequency Strongly Agree Agree Neutral Disagree Strongly Disagree Total 8 12 22 16 42 100 Percent 8.0 12.0 22.0 16.0 42.0 100.0 Valid Percent 8.0 12.0 22.0 16.0 42.0 100.0 Cumulative Percent 8.0 20.0 42.0 58.0 100.0

Valid

Strongly Agree Agree Neutral Disagree Strongly Disagree

The aim of this question is to focus on the functional quality of extended service of EBLs loan products. Here we see that 8% and 12% customers argued that they are satisfied with the loan products of EBL. 22% respondents remained uncertain about the loan products. Where16% and 42% respondents disagreed and strongly disagreed about the loan products of EBL. Page

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Q.5 Whenever I want to have EBL product or service, I can have it providing necessary documents.
Frequency Strongly Agree Agree Neutral Disagree Strongly Disagree Total 6 14 37 20 23 100 Percent 6.0 14.0 37.0 20.0 23.0 100.0 Valid Percent 6.0 14.0 37.0 20.0 23.0 100.0 Cumulative Percent 6.0 20.0 57.0 77.0 100.0

Valid

Strongly Agree Agree Neutral Disagree Strongly Disagree

This question was asked to determine the efficiency of the EBL employees for handling the asset and liability customer in case of providing initial service. In the manner of Strongly Agree and Agree that they think that they dont face any sort of hindrance incase of opening accounts at EBL, providing necessary documents. But 37% customers remained uncertain about this statement, whereas 20% and 23% customers disagreed and strongly disagreed about this statement.

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Q.6 EBL help line support service is very helpful in meeting my queries and other needs.
Frequency Strongly Agree Agree Neutral Disagree Strongly Disagree Total 57 26 7 7 3 100 Percent 57.0 26.0 7.0 7.0 3.0 100.0 Valid Percent 57.0 26.0 7.0 7.0 3.0 100.0 Cumulative Percent 57.0 83.0 90.0 97.0 100.0

Valid

60

50

40

Frequency

30

20

10

Strongly Agree

Agree

Neutral

Disagree

Strongly Disagree

The aim of this question is to focus on the functional quality of extended service of EBL like support service. Here we see that 57% and 26% customers argued that they are satisfied with the current support service of EBL. 7% respondents remained uncertain about the support service quality. Where 7% and 3% respondents disagreed and strongly disagreed about the service quality of support unit of EBL.

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Q.7 EBL's loan approval procedure is very efficient compare to other banks.
Frequency Strongly Agree Agree Neutral Disagree Strongly Disagree Total 8 16 5 23 48 100 Percent 8.0 16.0 5.0 23.0 48.0 100.0 Valid Percent 8.0 16.0 5.0 23.0 48.0 100.0 Cumulative Percent 8.0 24.0 29.0 52.0 100.0

Valid

Strongly Agree Agree Neutral Disagree Strongly Disagree

This question mainly focuses on the loan approval procedure of EBL. Unfortunately only 8% and 16% customers think that EBL is providing a continuing quality service sincerely. 5% respondents were uncertain about this statement. On the other hand majority customers like 23% and 48% replied that they disagree and strongly disagree about the loan approval procedure of EBL.

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Q.8 If other banks come up with same offer with better customer service, I will still remain loyal towards EBL.
Frequency Strongly Agree Agree Neutral Disagree Strongly Disagree Total 53 8 27 7 5 100 Percent 53.0 8.0 27.0 7.0 5.0 100.0 Valid Percent 53.0 8.0 27.0 7.0 5.0 100.0 Cumulative Percent 53.0 61.0 88.0 95.0 100.0

Valid

60 50 40

Frequency
30 20 10 0

Strongly Agree

Agree

Neutral

Disagree Strongly Disagree

The focus of this question was to determine the loyalty of the customers and the switching tendency of EBL customers if possible. 53% and 8% customer strongly agreed and agreed with this statement, where as 27% respondent stated that they are uncertain about this statement. 7% and 5% customers disagreed and strongly disagreed that they will switch to other bank, if possible. So, there is less scope for the customers to shift bank, if other banks provide better service than that of EBL.

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Q.9 I can have service at EBL, after banking hours, if needed.

Frequency Strongly Agree Agree Neutral Disagree Strongly Disagree Total 54 14 9 15 8 100 Percent 54.0 14.0 9.0 15.0 8.0 100.0 Valid Percent 54.0 14.0 9.0 15.0 8.0 100.0 Cumulative Percent 54.0 68.0 77.0 92.0 100.0

Valid

60 50 40

Frequency
30 20 10 0

Strongly Agree Agree

Neutral

Disagree Strongly Disagree

The functionality of this question was to find out whether the customers at Eastern bank limited can have banking services beyond the regular banking hours. In Bangladesh, late banking is also very popular among businessmen. So, it can be said that its a pre-requirement for a specific segment of customers. 54% and 14% customers strongly agreed and agreed with this statement. 9% remained uncertain about this statement.15% and 8% stated disagreement and strong disagreement about the after-banking hour services of EBL.

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Q.10. The Employees at EBL are efficient enough to provide expected service. Frequency Strongly Agree Agree Neutral Disagree Strongly Disagree Total 46 13 17 18 6 100 Percent 46.0 13.0 17.0 18.0 6.0 100.0 Valid Percent 46.0 13.0 17.0 18.0 6.0 100.0 Cumulative Percent 46.0 59.0 76.0 94.0 100.0

Valid

50

40

Frequency

30

20

10

Strongly Agree

Agree

Neutral

Disagree Strongly Disagree

This question was aimed to determine the efficiency level of the employees to provide desired service of the customers. 46% and 13% customers stated that the EBL employees are efficient enough to provide their desired services. 17% customers remained uncertain about the service quality of EBL. 18% and 6% customers disagreed and strongly disagreed about the efficiency level of EBL.

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3.2 Regression Analysis Test

Here for the regression test I have chosen Q 1 and Q 8 considering Q.1 as a independent variable and Q.2 as a dependent variable. By conducting this test we can find the answer questions like Is there any significant relationship between customer satisfaction and loyalty toward EBL? H0: Customers are not loyal to EBL considering its service. H1: Customers are loyal to EBL considering its service.
ANOVA (b) Model 1 Regression Residual Total Sum Squares 121.173 31.737 152.910 of df 1 98 99 Mean Square 121.173 .324 F 374.174 Sig. .000(a)

a Predictors: (Constant), Q.1 I have my account at Estern Bank Because its giving me better services than others. b Dependent Variable: Q.8 If other banks come up with same offer with better customer service, I will still remain loyal towards EBL.

Coefficients (a) Unstandardized Coefficients B (Constant) Q.1 I have my account at Estern Bank Because its giving me better services than others. .419 .947 Std. Error .101 .049 .890 Standardized Coefficients Beta t B 4.159 19.344 Sig. Std. Error .000 .000

Model

a Dependent Variable: Q.8 If other banks come up with same offer with better customer service, I will still remain loyal towards EBL.

After conducting the Test I found that significance level is less than .05. Science the significance level is less than .05 null-hypotheses is rejected so alternative is selected. So we can say that customers are loyal considering EBLs service. So my regression line will be Q8= .947*Q.1+ .419

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3.3 Crosstab Test

For the crosstab test I have selected Q.0 to compare with Q.4, Q.5, and Q.7. By conducting this test I have found the answer of: Are People who have an account more than 5 year with EBL satisfied with the loan product offered by EBL than people who have an account less than 5 years? Are People who have an account more than 5 year with EBL satisfied with the documentation system of EBL than people who have an account less than 5 years? Are People who have an account more than 5 year with EBL satisfied with the loan approval system by EBL than people who have an account less than 5 years?

Hypothesis Testing 1 H0: With the passes of time loan product offered by EBL doesnt meet its customers requirements. H1: With the passes of time loan product offered by EBL doesnt meet its customers requirements. Q.0. Duration of relationship with EBL. * Q.4 Loan products offered by EBL meet my requirements. Crosstabulation
Q.4 Loan products offered by EBL meet my requirements. Strongl Strongl Disagre y y Agree Neutral e Disagre Agree e 6 9 16 12 20 9.5% 14.3% 25.4% 19.0% 31.7% 75.0% 6.0% 2 5.4% 25.0% 2.0% 8 8.0% 100.0% 8.0% 75.0% 9.0% 3 8.1% 25.0% 3.0% 12 12.0% 100.0% 12.0% 72.7% 16.0% 6 16.2% 27.3% 6.0% 22 22.0% 100.0% 22.0% 75.0% 12.0% 4 10.8% 25.0% 4.0% 16 16.0% 100.0% 16.0% 47.6% 20.0% 22 59.5% 52.4% 22.0% 42 42.0% 100.0% 42.0% Total Strongl y Agree 63 100.0% 63.0% 63.0% 37 100.0% 37.0% 37.0% 100 100.0% 100.0%

More Than 5 years Q.0 Duration of relationship with EBL. Less Than 5 years

Count % within Q.0 % within Q.4 % of Total Count % within Q.0. % within Q.4. % of Total Count % within Q.0.

Total

% within Q.4. % of Total

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100.0%

Chi-Square Tests Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 7.380(a) 7.392 4.972 100 df 4 4 1 Asymp. Sig. (2-sided) .117 .117 .026

After conducting the Test I found that significance level is more than .05. Science the significance level is more than .05 null-hypotheses is accepted so alternative is rejected. So we can say that loan products offered by EBL dont meet its customers requirements especially for the customer from less than 5 years. Hypothesis Testing 2 H0: People who have an account more than 5 year with EBL are not satisfied with the documentation system of EBL than people who have an account less than 5 years. H1: People who have an account more than 5 year with EBL are not satisfied with the documentation system of EBL than people who have an account less than 5 years. Q.0 Duration of relationship with EBL. * Q.5 Whenever I want to have EBL product or service, I can have it providing necessary documents. Crosstabulation Q.5 Whenever I want to have EBL product or service, i can have it providing necessary documents. Strongly Strongly Agree Neutral Disagree Agree Disagree Q.0 Duration of relationship with EBL. More Than 5 years Count % within Q.0. % within Q.5. % of Total Less Count 4 11 17.5 % 78.6 % 11.0 % 3 27 14 7 Total Strongly Agree 63

6.3% 66.7% 4.0% 2

42.9% 73.0% 27.0% 10

22.2% 70.0% 14.0% 6

11.1% 30.4% 7.0% 16

100.0% 63.0% 63.0% 37

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Than 5 years % within Q.0. % within Q.5. % of Total Count % within Q.0. % within Q.5. % of Total 5.4% 33.3% 2.0% 6 6.0% 100.0% 6.0% 8.1% 21.4 % 3.0% 14 14.0 % 100.0 % 14.0 % 27.0% 27.0% 10.0% 37 37.0% 100.0% 37.0% 16.2% 30.0% 6.0% 20 20.0% 100.0% 20.0% 43.2% 69.6% 16.0% 23 23.0% 100.0% 23.0% 100.0% 37.0% 37.0% 100 100.0% 100.0% 100.0%

Total

Chi-Square Tests Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 13.954(a) 13.722 8.318 100 df 4 4 1 Asymp. Sig. (2-sided) .007 .008 .004

a 2 cells (20.0%) have expected count less than 5. The minimum expected count is 2.22.

After conducting the Test I found that significance level is more than .05. Science the significance level is more than .05 null-hypotheses is accepted so alternative is rejected. So we can say that documentation system offered by EBL dont meet its customers requirements especially for the customer from less than 5 years.

Hypothesis Testing 3

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H0: People who have an account more than 5 year with EBL doesnt thinks that loan approval system by EBL is efficient than people who have an account less than 5 years. H1: People who have an account more than 5 year with EBL thinks that loan approval system by EBL is efficient than people who have an account less than 5 years.

Q.0. Duration of relationship with EBL. * Q.7 EBL's loan approval procedure is very efficient compare to other banks. Crosstabulation
Q.7 EBL's loan approval procedure is very efficient compear to other banks. Strongly Agree Q.0 Duration of relationship with EBL. More Than 5 years Count % within Q.0 % within Q.7. % of Total Less Than 5 years Count % within Q.0. % within Q.7. Total % of Total Count % within Q.0. % within Q.7 % of Total 6 9.5% 75.0% 6.0% 2 5.4% 25.0% 2.0% 8 8.0% 100.0% 8.0% Agree Neutral Disagree Strongly Disagree 33 52.4% 56.9% 33.0% 25 67.6% 43.1% 25.0% 58 58.0% 100.0% 58.0% Total Strongl y Agree 63 100.0 % 63.0% 63.0% 37 100.0 % 37.0% 37.0% 100 100.0 % 100.0 % 100.0 %

13 20.6% 81.3% 13.0% 3 8.1% 18.8% 3.0% 16 16.0% 100.0 % 16.0%

2 3.2% 40.0% 2.0% 3 8.1% 60.0% 3.0% 5 5.0% 100.0% 5.0%

9 14.3% 69.2% 9.0% 4 10.8% 30.8% 4.0% 13 13.0% 100.0% 13.0%

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Chi-Square Tests Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 5.058(a) 5.275 2.636 100 df 4 4 1 Asymp. Sig. (2-sided) .281 .260 .104

a 4 cells (40.0%) have expected count less than 5. The minimum expected count is 1.85.

After conducting the Test I found that significance level is more than .05. Science the significance level is more than .05 null-hypotheses is accepted so alternative is rejected. So we can say that loan approval procedure followed by EBL is not efficient enough to meet its customers requirements especially for the customer from less than 5 years.

3.4 One Sample T- Test

For one sample T- Test I have selected questions 1, 2, 3, 6, 8, 9 and 10. So I will conduct 7 hypotheses to complete this test.

One-Sample Test
Test Value = 0 t Lower Q.1 I have my account at Eastern Bank Because its giving me better services than others. Q.2 I operate EBL account because it has additional features like internet banking or SMS banking in comparison to other banks. Q.3 Charges of EBL's service packages are fair. 14.558 df Upper 99 Sig. (2-tailed) Lower .000 Mean Difference Upper 1.700 95% Interval Difference Lower 1.47 Confidence of the Upper 1.93

25.427

99

.000

2.160

1.99

2.33

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22.103

99

.000

2.840

2.59

3.09

Q.6 EBL help line support service is very helpful in meeting my queries and other needs. Q.8 If other banks come up with same offer with better customer service, I will still remain loyal towards EBL. Q.9 I can have service at EBL, after banking hours, if needed. Q.10 The Employees at EBL are efficient enough to provide expected service.

16.286

99

.000

1.730

1.52

1.94

16.334

99

.000

2.030

1.78

2.28

14.923

99

.000

2.090

1.81

2.37

16.560

99

.000

2.250

1.98

2.52

Hypothesis Testing for Question 1 H0: Customers are not agreed that EBL is giving better service than other banks. H1: Customers are agreed that EBL is giving better service than other banks. After conducting the Test I found that significance level is less than .05. Science the significance level is less than .05 null-hypotheses is rejected so alternative is selected. So we can say that Customers are agreed that EBL is giving better service than other banks.

Hypothesis Testing for Question 2 H0: Customers do not like EBLs additional features like internet banking, SMS banking or ATM banking. H1: Customers do like EBLs additional features like internet banking, SMS banking or ATM banking. After conducting the Test I found that significance level is less than .05. Science the significance level is less than .05 null-hypotheses is rejected so alternative is selected. So we can say that Customers do like EBLs additional features like internet banking, SMS banking or ATM banking.

Hypothesis Testing for Question 3 H1: Customers are agreed that EBLs service packages are fair. After conducting the Test I found that significance level is less than .05. Science the significance level is Satisfaction level of Corporate Customers in the context of Eastern Bank Limited

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H0: Customers are not agreed that EBLs service packages are fair.

less than .05 null-hypotheses is rejected so alternative is selected. So we can say that Customers are agreed that EBLs service packages are fair.

Hypothesis Testing for Question 6 H0: Customers are not agreed that EBLs help line support service is very helpful for meeting their queries. H1: Customers are agreed that EBLs help line support service is very helpful for meeting their queries. After conducting the Test I found that significance level is less than .05. Science the significance level is less than .05 null-hypotheses is rejected so alternative is selected. So we can say that Customers are agreed that EBLs help line support service is very helpful for meeting their queries.

Hypothesis Testing for Question 8 H0: Customers will not be loyal toward EBL if other banks come up with same offer with better customer service. H1: Customers will be loyal toward EBL if other banks come up with same offer with better customer service. After conducting the Test I found that significance level is less than .05. Science the significance level is less than .05 null-hypotheses is rejected so alternative is selected. So we can say that Customers will be loyal toward EBL if other banks come up with same offer with better customer service.

Hypothesis Testing for Question 9 H0: Customers are not agreed that EBL give service after banking hours. H1: Customers are agreed that EBL give service after banking hours. After conducting the Test I found that significance level is less than .05. Science the significance level is less than .05 null-hypotheses is rejected so alternative is selected. So we can say that Customers are agreed that EBL give service after banking hours.

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Hypothesis Testing for Question 10 H0: Customers are not agreed that employees at EBL are efficient enough to provide expected service. H1: Customers are agreed that employees at EBL are efficient enough to provide expected service. After conducting the Test I found that significance level is less than .05. Science the significance level is less than .05 null-hypotheses is rejected so alternative is selected. So we can say that Customers are agreed that employees at EBL are efficient enough to provide expected service.

3.5 One Way ANOVA Test

For one way ANOVA I have selected Question 1 as a Factor and question 2, 3, 6, 9 and 10 as a dependent list. Question 2,3,6,9 and 10 all are features of EBL. ANOVA
Sum of Squares Q.2 I operate EBL account because it has additional features like internet banking or SMS banking in comparison to other banks. Q.3 Charges of EBL's service packages are fair. Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total 56.745 14.695 71.440 148.194 15.246 163.440 99.904 11.806 111.710 177.943 16.247 194.190 149.105 33.645 182.750 df 4 95 99 4 95 99 4 95 99 4 95 99 4 95 99 44.486 .171 37.276 .354 260.123 .000 37.048 .160 24.976 .124 230.854 .000 Mean Square 14.186 .155 F 91.711 Sig. .000

200.975

.000

Q.6 EBL help line support service is very helpful in meeting my queries and other needs. Q.9 I can have service at EBL, after banking hours, if needed. Q.10 The Employees at EBL are efficient enough to provide expected service.

105.253

.000

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Hypothesis Testing for Question 2 H0: Customers do not use EBL account because it has additional features like internet banking, SMS banking or ATM banking. H1: Customers do use EBL account because it has additional features like internet banking, SMS banking or ATM banking. After conducting the Test I found that significance level is less than .05. Science the significance level is less than .05 null-hypotheses is rejected so alternative is selected. So we can say that Customers do like EBLs additional features like internet banking, SMS banking or ATM banking and for that reason they use EBLs account.

Hypothesis Testing for Question 3 H0: Customers do not use EBL account because service packages are fair. H1: Customers do use EBL account because service packages are fair. After conducting the Test I found that significance level is less than .05. Science the significance level is less than .05 null-hypotheses is rejected so alternative is selected. So we can say that Customers are agreed that EBLs service packages are fair and for that reason they

Hypothesis Testing for Question 6 H0: Customers do not use EBL account because its help line support service is very helpful for meeting their queries. H1: Customers do use EBL account because its help line support service is very helpful for meeting their queries. After conducting the Test I found that significance level is less than .05. Science the significance level is less than .05 null-hypotheses is rejected so alternative is selected. So we can say that Customers are agreed that EBLs help line support service is very helpful for meeting their queries and for that reason they use EBL account.

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Hypothesis Testing for Question 9 H0: Customers do not use EBL account because it gives service after banking hours. H1: Customers do use EBL account because EBL give service after banking hours. After conducting the Test I found that significance level is less than .05. Science the significance level is less than .05 null-hypotheses is rejected so alternative is selected. So we can say that Customers are agreed that EBL give service after banking hours and thats why they use EBL account.

Hypothesis Testing for Question 10 H0: Customers do not use EBL account because employees at EBL are efficient enough to provide expected service. H1: Customers do use EBL account because employees at EBL are efficient enough to provide expected service. After conducting the Test I found that significance level is less than .05. Science the significance level is less than .05 null-hypotheses is rejected so alternative is selected. So we can say that Customers are agreed that employees at EBL are efficient enough to provide expected service and thats the cause they still use EBLs account.

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4. Analysis of Findings, Recommendations and Conclusion

4.1 Analysis of Findings
From my above hypothesis testing it can be observed that two of the hypotheses are directly related to the customer satisfaction level of EBL. That is customer loyalty and satisfaction of customers from different professions proved that the overall satisfaction level of the customers at EBL is high.

Additional services of EBL like SMS Banking, Internet service do good impression of
satisfaction on level.

Corporate Customers also thinks that charges packages are fair. Loan products offered by EBL are not full filling clients requirements so I think they need
some new innovative products. Clients more than 5 years are more dissatisfied with the existing old loan products.

Clients also think that documentation process followed by EBL for loan procedures is not easy
to them, so they expect some easy going documentation system specially Clients less than 5 years.

Help line support service is very helpful to customers. Loan approve procedures is not efficient compare to other banks. Clients more than 5 years are more loyal then clients less than 5 years in case of shifting to
another bank.

Service after banking hours is the main cause of loyalty of clients especially for the clients more
than 5 years.

Employee service efficiency is also one of the main reason of high satisfaction for both type of
clients. After conducting 5 types of hypothesis test like Frequency, regression, ANOVA, T-Test and Crosstab I found that majority clients are satisfied with the service quality. Less than 30% clients are not satisfied with the loan products and Loan approval system. Clients more than 5 years are more satisfied than clients less than 5 years. So, from the above discussion it can be concluded that customers at EBL Limited are satisfied with the EBL customer service.

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4.2 Recommendations
I designed my recommendations aiming to close the gaps between customers expectations and perceptions regarding EBLs service and the contribution of the Customer Service activities to the Brand Equity for EBL. My recommendations are:

EBL should extend their number of branches so that the customer can use their access to
expected service. It is perceived as an essential feature by a significant portion of the customers.

There should be central call center so that the customer can easily do their enquiries, not through
spending time with the Customer Service Officers. Because, officers at the Customer Service Desk cannot do anything but asking the IT & Card Division. Same service can be provided via a call center (a wing of Marketing Department), which should be directly linked to the relevant departments to solve customer problems. As a result of this, the customer Service Officers can relived from attending customer with complaints and can spend more time with other prospective customers. Beside, the customers can be relived from coming to the bank for complaining for their ATM cards or Mobile Banking or Internet Banking.

Capacity of the Customers should be increased. In the Banking service industry, not only the Customer Service officers are to provide services to
the customers. Officers from every desk should have knowledge of handling customers properly. Every officers starting from Customer Service Officers to the Teller must be provided with proper training to provide the Customer Expected Service.

Different programs should be taken to educate the customers regarding different essential
features of Internet and SMS services.

EBL should take extensive program to build a positive image among their customers. In this
process they should try to eliminate the misconceptions of the customers regarding EBL. Satisfaction level of Corporate Customers in the context of Eastern Bank Limited

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Another scope, where there are opportunities to reduce dissatisfaction of the EBL customers is Any Branch Banking System. Though the system is effective, but not properly. The Super Online system of Eastern Bank Ltd. avails the opportunity to the customers to deposit or withdraw any amount from any branch if the customer has any account in any EBL Branch. While working at the Credit Division of EBL, Uttara, I saw a check of EBL, which says Accepted at any branch, without mentioning name of any branch of EBL. This was something new for me. Concepts like this are convincing and motivational. Though other banks along with EBL are providing Any Branch Banking, they have a certain limit to transact.

4.3 Conclusion
I would like to start the conclusion part by restating the hypothesis of my study. My hypothesis was, the customers of Eastern Bank Limited are fully satisfied with the customer service provided by the bank. Beside this, though Eastern Bank Limited is an A-class bank, if the bank does not maintain this satisfaction with the companys services, the customers can switch to other banks. If EBL does not take care of the dissatisfactions and another bank enters the market with similar offers with better customer service, it will be difficult for Eastern Bank Limited to attract new customers. From the analysis of the survey results, it is clear that EBLs there are some scopes to improve the customer. Moreover, the analysis indicated that the customers of Eastern Bank Limited are loyal toward the bank as they are satisfied. They clearly pointed that all the banks are providing almost identical features. It is the Customer Service, which is the differential factor. So they will not hesitate to switch or the new customers can do banking with other banks because of better customer service or strong network. So, my hypothesis is proved as a valid one. Therefore, I recommended some courses of action. My observations make me believe that If EBL follows these recommendations; it will enable them to achieve a sustainable distinct competitive advantage and to run smoothly with loyal customers & market leadership.

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