Credit Card Banking

Chapter # 01

Introduction

1. INTRODUCTION

1.1 Origin of the Report

As a student of the MBA Program of State University of Bangladesh internship program is compulsory for the MBA student. Because an internship program is the reflection of all the theoretical knowledge that a student gained during last two years and they have the practical participate on and involvement in the real world working experience. The work on this report was carried out as work experience at Eastern Bank Limited, Gulshan Branch, Dhaka in the Contact Center Division.

The primary goal of this internship report is to provide what Marketing Strategies be taken by the Eastern Bank and to find out the Operational draw backs of the Bank. Students are placed in enterprises, organizations, research institutions as well as development projects.

Eastern Bank Limited is one of the leading private banks of Bangladesh. To maintain its leading position in Bangladesh, Eastern Bank Limited is always keen to develop long-term beneficial and trustworthy relationship with clients. At the same time, they have always upgraded their approaches to achieve profitability.

Before submission of Internship report I, Sadia Naushin, have placed myself in Eastern Bank Limited, Gulshan Branch, Bangladesh as Contract Center Executive. The duration of my organizational attachment is, by policy, 4 (four) months and the contract is for the one year, starting from 20th April, 2011. For successfully and completely finish the level of MBA program, I needed to submit this report. The report contains an overview of the organization that I was attached with, and elaboration of the project during the internship period.

I am working in the Contact Center Division (CCD) in the Eastern Bank Limited, under the direct supervision of Mr. Md. Mustafizur Rahman, Head of the branch of Eastern Bank Limited, Gulshan Branch, Bangladesh.

1.2 Background of the Report

The report is submitted to State University of Bangladesh (SUB), as a part of internship program. The report is based on the Marketing information Operational Draw Backs, which has been gathered during the internship period. The report titled "Marketing Strategies of Financial Services and It's Operational Drawbacks: A Study on Eastern Bank Limited.".

1.3 Objective

The objective of the report is to familiarize, describe with Eastern Bank Limited, its Marketing activities and Operational Draw Backs, Contact Center activities, the Organizational Structure, Management Style and Customer Services.

Figure 1 1: Objectives

1.3.1. Primary