Creating Value through Service Excellence of Eastern Bank Ltd

Abstract

Internship program is the pre-requisite for the graduation in MBA. Classroom discussion alone cannot make a student perfect in handling the real business situation; therefore, it is an opportunity for the students to know about the real life situation through this program. A report has to be built for the university and organization requirement. The topic of my report is “Creating Value through Service Excellence of Eastern Bank Ltd”. The main purpose of the report becomes very clear from the topic of the report. The report discusses about the Service excellence of Eastern Bank Limited. Theoretical and practical knowledge does not always move to the same direction. Theory differs in a great way through its operation and implementation. There is no doubt that, to justify the theoretical knowledge practical orientation has great importance. This realization of the universities has introduced the system & provision of Internship program for the students of MBA for better understanding and realization with the practical job environment. 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 behavior. 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. 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 organizational 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. The internship program has given us immense opportunity to minimize the gap between theoretical and practical knowledge. As a MBA student, it was my great pleasure to be in touch with the organization as Eastern Bank Ltd. which is undoubtedly the most efficient and best performing banking institution in our country. This report makes an attempt to cover within its scope almost all the significant aspects of the overall banking activities of the Eastern Bank. In the total report I have tried to show the all policy guideline and regarding procedures relating to disbursement. At the end of the report there is a discussion about the findings and some recommendation to the bank.