Abstract:
As a partial requirement for the completion of Master of Business Administration (M.B.A)
degree, myself took part in an internship program at EXIM bank limited to have a practical
exposure on banking activities under the topic “An Evaluating of the Service Quality of
EXIM Bank Limited in Dhanmondi Branch Dhaka”. EXIM bank ltd. Is a leading private
commercial bank, which starts its operation under companies’ act. 1994 on 2nd June 1999.
Though its countrywide branch network, it is providing a comprehensive and competitive
banking service to its clients.
The objective of the report is to an Evaluating of the service quality of EXIM bank Limited
Dhanmondi branch is satisfied or not by using SERVQAL model. The whole service process
of Dhanmondi Branch, Dhaka is divided into four sections. These are 1) Personal Financial
Services, 2) Corporate Financial Services, 3) SME financial Services, 4) Deposit Scheme.
Data were collected from several sources. A total of 30 customers and 10 officers were
interviewed. Some of them are already client of EXIM bank limited, some are not. And also I
gather information from those who are working in this organization for a long time. Direct
working with officials of EXIM Bank limited, face to face conservation with clients, practical
deskwork, Annual report of EXIM bank limited and website Browsing of EXIM bank
limited.
