Creating value through service excellence of Eastern Bank Ltd
This internship report is submitted in a partial fulfillment of the requirements for the degree of Master of Business Administration,2014.
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| Format: | Internship report |
| Sprog: | English |
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BRAC University
2014
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| Online adgang: | http://hdl.handle.net/10361/3271 |
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10361-3271 |
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10361-32712019-09-30T03:50:15Z Creating value through service excellence of Eastern Bank Ltd Chowdhury, Gazala Mahpara Ahmed, Dr. Salehuddin BRAC Business School, BRAC University Business administration This internship report is submitted in a partial fulfillment of the requirements for the degree of Master of Business Administration,2014. Cataloged from PDF version of Internship report. Includes bibliographical references (page 31). The study on Creating Value through Service Excellence of Eastern Bank Ltd aims to discovering the influencing factor of customer decision making in terms of selecting a Bank for their Banking services. The study is framed on the previous researches done on service excellence. Various studies on Service excellence helped in understanding the possible factor that can influence a customer decision making. The EBL team have been conduction various surveys on customer behaviour. This research is adapted from the research done by EBL bank and hopefully this research can contribute to enhance the overall customer experience at EBL Bank. Executive Summary The research conducted covered few of the aspects that may have a direct influence on the customers in opting for any banking services. The results of this research showed had a positive impact. Customer experience at EBL has been satisfactory and thus it leads to customer retention and acquisition of new customer. Service excellence plays a vital role in the overall bank performance as it plays as an influential role in the overall organisational goal and expansion. EBL employees have ensured Service excellence as per the customer’s opinion in this report and this fact is backed by the total turnover over the last 5 years which shows a steady growth in today’s highly competitive market. Gazala Mahpara Chowdhury M. Business Administration 2014-06-12T04:13:04Z 2014-06-12T04:13:04Z 2014 2014-05-14 Internship report ID 09364091 http://hdl.handle.net/10361/3271 en BRAC University Internship reports are protected by copyright. They may be viewed from this source for any purpose, but reproduction or distribution in any format is prohibited without written permission. 37 pages application/pdf BRAC University |
| institution |
Brac University |
| collection |
Institutional Repository |
| language |
English |
| topic |
Business administration |
| spellingShingle |
Business administration Chowdhury, Gazala Mahpara Creating value through service excellence of Eastern Bank Ltd |
| description |
This internship report is submitted in a partial fulfillment of the requirements for the degree of Master of Business Administration,2014. |
| author2 |
Ahmed, Dr. Salehuddin |
| author_facet |
Ahmed, Dr. Salehuddin Chowdhury, Gazala Mahpara |
| format |
Internship report |
| author |
Chowdhury, Gazala Mahpara |
| author_sort |
Chowdhury, Gazala Mahpara |
| title |
Creating value through service excellence of Eastern Bank Ltd |
| title_short |
Creating value through service excellence of Eastern Bank Ltd |
| title_full |
Creating value through service excellence of Eastern Bank Ltd |
| title_fullStr |
Creating value through service excellence of Eastern Bank Ltd |
| title_full_unstemmed |
Creating value through service excellence of Eastern Bank Ltd |
| title_sort |
creating value through service excellence of eastern bank ltd |
| publisher |
BRAC University |
| publishDate |
2014 |
| url |
http://hdl.handle.net/10361/3271 |
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AT chowdhurygazalamahpara creatingvaluethroughserviceexcellenceofeasternbankltd |
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