Internship Report On 

“Credit Cards of South East Bank Ltd.” 
 

Submitted To: 
Professor Rahim B. Talukdar
BRAC UNIVERSITY
 
 

Submitted By: 

NAME  ID 

SHAMIMA HAQUE HIMU 15364015 
 

Course Title: Internship 
Course Code:  BUS‐699 
 
 

Date of Submission: 26th September, 2018

1 
 
 Letter of Transmittal

26 September, 2018
To
Professor Rahim B. Talukdar
BRAC University

Subject: Internship Report on “Credit Cards of South East Bank Ltd.”

 

Dear Sir,

I have the honor to let you know that I have accomplished my Internship report titled on “Credit
Cards of South East Bank Ltd”. As per requirement of MBA, I have completed the Internship in
Southeast Bank Limited. I have tried to exert all the knowledge that I gathered through my
working with SEBL Customer Care Center. I have been working there from (9th February to till
now) in the Southeast Bank Limited helped me to fulfill the requirements of obtaining practical
learning and subsequently prepare of this report.
I made every endeavor to prepare this report and tried my level best to accumulate relevant and
insightful information. It is a great experience for me to work with this topic. My internship in
Southeast Bank Limited was a worthwhile experience and the exposure of such an organization
would be valuable for me. I have gathered prior knowledge about the organization culture.

Thank you very much for your kind co-operation without which this Internship Report cannot be
completed. I like to take every opportunity to express my gratitude of indebtedness to you.

 
Thanking you,
Sincerely yours,

.............................

Shamima Haque Himu

Id-15364015
MBA Program
BRAC Business School

2 
 
 Supervisor’s Certificate

This is to certify that the Internship Report on “Credit Cards of South East Bank Ltd” has been
submitted for the award of Master of Business Administration (MBA) with the major in Human
Resource Management, from BRAC University is done by Shamima Haque Himu, bearing Id-
15364015.

The Report has been prepared under my guidance and is a record of the bona fide work carried
out successfully.

. ...........................................

Professor Rahim B. Talukdar

BRAC UNIVERSITY

..................................

Date

3 
 
 DECLARATION 
 
I do hereby solemnly declare that the work presented in this Internship Report has been carried
out by me and has not been previously submitted to any other University/College/Organization
for an academic qualification/certificate/diploma or degree.

The work I have presented does not breach any existing copyright and no portion of this report is
copied from any work done earlier for a degree or otherwise.

I further undertake to indemnify the Department against any loss or damage arising from breach
of the foregoing obligations.

. ........................................

Shamima Haque Himu

ID No.: 15364015

.............................

Date

4 
 
 ACKNOWLEDGEMENT

At first I would like to express my gratitude to Almighty Allah who has given me opportunity to
go through the total process of internship and to write a report in this regard. I would like to take
the opportunity to express my gratitude to my Internship Advisor, Professor Rahim B. Talukdar
sir whose direction, guidance and support helped me a lot in writing this report. It was a great
pleasure for me to work in Southeast Bank Limited (Head Office) as an intern. I thank all the
employees for being friendly and cooperative. I was taught lots of important things through-out
my internship career because of their proper attention and cooperation. My deepest appreciation
and special thanks goes to Aneek Rahman in charge of call center and Mr. Rakibur Rahman
Siddiqui and Masud Parvez, supervisors of call center. I would specially like to thank them who
helped me a lot during my Internship days with valuable advices, guidance and necessary
information. At last I must mention the wonderful working environment and group commitment
of this bank that has enabled me a lot deal to do and observe the banking activities during my
internship period of three months. Finally I convey my sincere thanks to my friends who inspire
me in different ways to complete the report and the course as well.

5 
 
 TABLE OF CONTENT 

CONTENT  PAGE No.
CHAPTER ONE (8-9)
1.1 Introduction
1.2 Objectives of the Study
1.3 Methodology of the Report
1.4 Sources
1.5 Scope of the Report
1.6 Limitation of the Report

CHAPTER TWO (10-12)

(ORGANIZATIONAL OVERVIEW)
2.1 Historical Background of South East Bank Ltd.
2.2 Vision of SEBL
2.3. Mission of SEBL
2.4 Corporate Profile

CHAPTER THREE (13-21)

(Credit Cards of South East Bank Ltd.)
3.1 Credit Card
3.2 Importance of a credit card
3.3 Overview of South East Bank Credit Cards
3.4 Eligibility and required documents to get SEBL credit card
3.5 Features of SEBL cards are
3.6 POS (Point of sale) transaction and online transaction by
using SEBL credit card
3.7 Earning reward Points facilities of SEBL credit card
3.8 Other facilities given by SEBL to its credit cardholders
3.9 How to manage SEBL Credit Card
3.10 Criteria for limit enhancement of SEBL Credit Card
3.11 Repayment options of SEBL Credit Card
3.12 Fees and charges of Credit Card

CHAPTER FOUR (22-23)

(FINDINGS AND ANALYSIS)

CHAPTER FIVE (24-25)

CONCLUSION AND RECOMMENDATIONS

6 
 
Executive Summary
 
This report titled “Credit Cards of South East Bank Ltd” is the picture of a very well reputed
Bank doing credit cards business in Bangladesh. The key objective behind completing this report
was to analyze credit cards facilities of this bank. The main focus behind working on the topic
was also to find out whether the credit card members are getting what they actually want from
the Credit Card facilities provided by South East Bank Ltd. Thus the data used in this report were
very important in regard to finding out the key facts in fulfilling the research objectives. Some
suggestive remarks were also provided keeping in mind the trends and operations process of
credit card business along with its weak points and limitations.

This report was based on a specific division of the banking business of South East Bank Ltd.
(SEBL). So the biggest limitation of this study was it could not provide the full scenario of the
banking trends and business.

7 
 
 CHAPTER ONE
 

1.1 Introduction
South East Bank Ltd is a leading private commercial Bank which starts it operation on under
Companies Act, 1994 on March 12, 1995. Through its countrywide 135 branch network, it is
providing a comprehensive and competitive banking service to its clients. This bank Provide
service with high degree of professionalism and use of modern technology and respond to
customer needs with speed and accuracy.

This bank issues MasterCard and Visa Cards designed with the best of features at competitive
fee along with the state of art technology and good customer services.

 
1.2 Objectives of the Study
 Primary objective:

The Primary objective of the report is to analyze the credit cards of South East Bank Ltd, cards
facilities provided by this bank and also to measure the customer satisfaction level.

 Secondary Objective:   
 
 To know the operational aspect of credit cards of South East Bank Ltd.
 To analyze the services offering and charges of Credit cards of this bank.
 To identify Customers credit card selecting criteria, attitude of keeping various cards,
their needs and wants.
 To identify the weakness and problems of the Credit card service offerings of South East
Bank Ltd.
 To study the operational efficiency of credit cards of southeast Bank Limited.

1.3 Methodology of the Report

The study requires various types of information of present policies of credit cards, procedures
and methods of cards Operation. Both primary and secondary data available have been used in
preparing this report.

1.4 SOURCES
Primary Data sources:
8 
 
  Practical banking work.
 Personal discussion with the Southeast Bank Limited card division officers and
executives.
 Over the phone experience with some of customers.

Secondary Data sources:

 Website of Southeast Bank Limited

 Annual Report of the Southeast Bank Ltd
 Various publications on banking operations.
 The secondary data used in this report were obtained from various published reports,
diaries, letters, books, periodicals and website references of the South East Bank Ltd

1.5 Scope of the Report:

This report covers only Credit cards of South East Bank Ltd. The scope of the study is that i can
have a wide range of information about what the card members think, like and dislike. The
information will be very helpful for bringing any kind of change in the banking sector. But there
are some limitations of the report. The limitations are-

1.6 Limitation of the Report:

 The one of the main limitations of the report was to conduct a small scale survey on
clients.
 The report work was not done in a range of a big area. It only covers a little area of card
division. So the overall scenario regarding credit card customer’s satisfaction of South
East Bank Ltd is ignored in this report.
 Insufficient supply of relevant books and journals.
 Time provided for conducting the study is another important constraint. So the findings
and analysis might be inappropriate considering the long term operational planning and
implications of the bank. Also the recommendations might not show enough
effectiveness to both the researcher and the readers.

CHAPTER TWO 
ORGANIZATIONAL OVERVIEW 

9 
 
 
2.1 Historical Background of South East Bank Ltd.
 
Southeast Bank Limited is an organized commercial bank in the private sector established under
the territory of Bank Company Act, 1991 and incorporated as a Public Limited Company under
Companies Act, 1994 on March 12, 1995. The Bank started commercial banking operations on
May 25, 1995. During this short span of time the Bank is successful in positioning itself as a
progressive and dynamic financial institution in the country.

Southeast Bank Limited has been licensed by the Government of Bangladesh as a Scheduled
commercial bank in the private sector in pursuance of the policy of liberalization of banking and
financial services and facilities in Bangladesh. In view of the above, the Bank within a period of
20 years of its operation achieved a remarkable success and met up capital adequacy requirement
of Bangladesh Bank. Southeast Bank Limited has 135 branches throughout Bangladesh and its
aim is to be the leading Bank in the country's principal markets. The bank by concentrating on
the activities in its area of specialization has achieved good market reputation with efficient
customer service. The Bank is committed to providing continuous training to its staff to keep
them up to date with modern Practices in their respective fields of work. The Bank also tries to
fulfill its share in community responsibilities. By such measures the Bank intends to grow and
increase shareholders' earning per share. Southeast Bank Limited pledges to maximize customer
satisfaction through services and build a trusting relationship with customers, which has stood
the test of time for the last 20 years.

2.2Vision of SEBL

The vision is to be a premier banking institution in Bangladesh and contribute significantly to the
national economy.

2.3. Mission of SEBL

Southeast Bank is very much concern about their mission because divergent views among
managers can only be revealed and resolved through the mission statement.

The mission of the hank is stated below:

 High quality financial services with the help of latest technology.

 Fast & accurate customer service.

10 
 
  Balanced growth strategy.
 High standard business ethics.
 Steady return on shareholders' equity.
 Innovative banking at a competitive price.
 Deep commitment to the society and the growth of national economy.

2.4 Corporate Profile

 Name of the Company: Southeast Bank Limited

 Legal Status : Public Limited Company
 Date of Incorporation : March 12, 1995
 Registered Office : Eunoos Trade Centre 52-53, Dilkusha C/A (Level 2,3 & 16), Dhaka-
1000
 Chairman : Mr. Alamgir Kabir, FCA
 MR. A.H.M MOAZZEM Hossain DIRECTOR
 MR. M. KAMAL HOSSAIN DIRECTOR
 Line of Business : Banking (both Conventional and Islamic Banking)
 Net Income: 5.43 Billion TK.
 Date of Opening of First Branch : May 25, 1995
 Year of Initial Public Officer : 1999
 Stock Exchange Listing : April 10, 2000 (DSE) and April 24, 2000 (CSE)
 No. of Foreign Correspondents : 791
 Phone : 9571115 (Hunting)
 Fax : 9550086, 9550093 & 9563102
 SWIFT : SEBDBDDHXXX
 E-mail : info@Southeastbank.com.bd
 Website : http://www.Southeastbank.com.bd
 Name of the Bank‘s Subsidiary Companies :
 Southeast Bank Capital Services Limited
 Southeast Financial Services (UK) Limited
 Southeast Financial Services (Australia) Pty Limited

11 
 
  Southeast Exchange Company (South Africa) Pty Limited
 

CHAPTER THREE

Credit Cards of South East Bank Ltd.

12 
 
3.1 Credit Card

Credit card is a new phenomenon in business and transaction arena which already won the
hearts of millions across the glove, has set its foot in this part of the world with its magical power
and becoming a way of life here by offering its handy feature and usefulness. In the advent of
Information Technology and globalization, now shoppers need not worry about money, all they
need is willingness and a credit card to buy anything they want at any places across the “Global
Village” Worldwide access, acceptability and popularity as well of credit cards have rose to such
an extent that it is now posing a theory of old hard cash possession of currencies amide growing
sense of insecurity worldwide. The forward march of plastic money, the other name of the credit
card is so rapid that the whole concept of monetary system needs immediate review as it has put
a question mark in the very existence of paper money. Credit card is issued with a set revolving
credit limit which can be used for cash or purchase and paid later at convenience. It allows
payment in full or partial. Credit Card can be used for In-store or Online Purchase and Cash
Withdrawal from ATM. With Southeast Bank Credit Card one can withdraw cash from any
Southeast Bank Branch, with Branch POS machine.

3.2 Importance of a credit card

A credit card is a great financial tool. It can be more convenient to use and carry than cash and
they offer valuable consumer security and safety. Paper money is risky and burdensome for
carrying. Dollars, Pounds or Taka can be lost or stolen but there is no such fear for card. The
card holder is given a code number called PIN (Personal Identification Number) without which
the card cannot be used at sales or services points where the PIN is required. Only the owner of
the card will be entitled to use it. In case the card stolen or lost the card member’s bank will issue
a fresh card. The last four decades have seen a remarkable transformation in how people and
businesses the world over pay for the goods and services they need. The rise of the electronic
payments industry has helped economic growth transcend borders, bringing benefits to every
corner of the world. From the earliest days of credit cards to the contact less and wireless
payment options of today, Credit Card worldwide has led the industry in driving this evolution. It
enables the transactions that are at the heart of commerce, and brings insight into the payments
process to make commerce easier, faster, more seamless, more meaningful, more secure, and
more valuable to everyone involved.

3.3 Overview of South East Bank Credit Cards:

Southeast Bank Limited is one of the leading commercial banks in Bangladesh. The bank issues
Master Card and Visa Cards designed with the best of features at competitive fee along with the
state of art technology and good customer services.

13 
 
Types of Credit Cards-
 Master Card World
 Master Card Platinum
 Master Card Titanium
 Master Card Standard
 Master Card Gold
 Visa Platinum Dual
 Visa Local Gold
 Visa Classic Local
 Visa Classic Dual

3.4 Eligibility and required documents to get SEBL credit card-

Any Bangladeshi age between 21 years to 70 years can apply for SEBL credit card. Any salaried
or business person can get south east bank credit card. For salaried person minimum gross salary
required at least 20,000 to apply for SEBL credit card.

 Required Documents to apply for SEBL credit card-

For Service Holder

 Salary Certificate
 Two copies color photograph
 NID copy, Passport
 TIN Certificate
 Bank statement for last one year
 One updated blank cheque leaf.

For Business Person

 Valid Trade License

 Two copies color photograph
 NID copy, Passport
 TIN Certificate
 Bank statement for last one year
 Passport copy for international card.
 One updated blank cheque leaf.

Also there is some other option one can get south east bank credit cards. These are international
card entitlement. One can get this card by-

 By Travel Quota entitlement

 By RFCD account entitlement
14 
 
  By ERQ account entitlement

 Travel Quota entitlement- International Credit Card may be issued against the Annual
Travel Quota entitlement of each Bangladeshi citizen. Maximum limit for Credit Card
under travel quota entitlement will be set within the unspent amount of entitlement in the
relative calendar year.

 RFCD account entitlement- International Credit Card may be issued against the balance
held in Resident Foreign Currency Deposit (RFCD) Account by authorized dealers in
Bangladesh. Limit of such card will be allowed equivalent to balance under lien in the
RFCD Account. Payment against International Credit Card must be made by the
cardholder from his/her RFCD account out of the available fund in excess of the balance
under lien.

 ERQ account entitlement- International Credit Card may be issued against the balance
held in Exporter’s Retention Quota (ERQ) Foreign Currency Account by authorized
dealers in Bangladesh. Limit of such card will be allowed equivalent to balance under
lien in the ERQ Account. Payment against International Credit Card must be made by the
cardholder from ERQ account out of the available fund in excess of the balance under
lien.

3.5 Features of SEBL cards are-

 Single Card for Local and International use
 Visa and MasterCard
 Competitive fees
 50 days interest free credit
 Card cheque
 Cash advance from any Southeast Bank branch
 Free supplementary card
 No excess over the limit fee
 Earning reward point
 Flexible repayment
 Secure online shopping
 Internet banking
 SMS push pull service
 3D secure online transaction
 Chip-PIN based

15 
 
 3.6 POS (Point of sale) transaction and online transaction by using SEBL
credit card:

By using SEBL credit card customers can purchase or can do POS transaction and also can do
online transaction.

 How POS transaction takes place-

 A chip and PIN-enabled card doubles your card security. Chip cards are extremely
difficult to copy- and with your secret PIN only you get to use your card.

 When you’re ready to pay, give the card to the cashier who will insert it into the card
reader (if they have a chip-enabled device).

 While the card is in the reader, check that the transaction amount is correct. Enter your
PIN on the PIN pad to authorize the transaction. If your card is removed before you enter
your PIN, the transaction will be cancelled.

 If the merchant is not chip enabled the cashier will swipe the card through the card
reader. You will be asked for your signature, as you do with a magstripe credit card.

 For added security, cover the terminal keypad as you enter your PIN.

 The cashier will give you a duplicate of the slip with your receipt.

 Keep the slip and check it against your monthly statement.

 How online transactions takes place-

 3D Secure verifies your personal details during an online purchase, prior to a transaction
being completed.

 Every time you buy something online you’ll require to enter code in your USB Dongle or
cell phone app. This ensures that the transaction is being made by you, the cardholder.

 When making an online purchase, you will be asked for your:

o Credit card number
o Card expiry date
o The last three numbers of your card validation code (CVC). You can find your
CVC on the back of your credit card.

16 
 
3.7 Earning reward Points facilities of SEBL credit card-

 Every 50 taka transaction at shopping outlet will award 1 Membership Reward Point
(MRP)

 MRP can be redeemed for waiver of card renewal fee, cash reward or reward coupon

Redemption of Reward points 

Redemption of Reward points can be happened by three ways-

 Reward coupon

 Reward coupon can be issued to be accepted for cash at bank’s selected shops

 MRP 4000 = Tk. 1000

 MRP 4000 and multiple of MRP 4000 can be redeemed

 Waiver of card renewal fee

 Card fee may be waived with MRP

 MRP 3 = Tk. 1

 Cash reward

 Reward in cash may be available in card account

 MRP 10 = Tk. 1

 MRP 2500 and multiple of MRP 2500 can be redeemed

3.8 Other facilities given by SEBL to its credit cardholders-

Supplementary Cards: Card members can get supplementary card with no annual fee.

EMI Pay Plan: An instalment plan that allows cardmember to convert any retail purchase,
cheque transaction or online transaction into an equal monthly installment (EMI) scheme, where

17 
 
the cardmember can pay back the amount at a lower interest rate per annum over a tenor ranging
from 3 months to 36 months.

E-Statements: Monthly E-statement will be provided directly to Cardmembers email address

upon request.

SMS Services: Cardmember will receive notification through SMS whenever she/he performs a
transaction with SEBL Credit Card.

Card Cheque: South East Bank offers Credit card Cheque for Master and Visa Consumer Credit
Card members. Cardmembers will be charged a nominal processing fee @ 1.25% over the drawn
amount with 15% vat. 98% of the available BDT limit can be availed through Card Cheque. Card
Cheque is an account payee cheque only, no cash transaction can be done by card cheque.

Auto Debit Facility: If any person has card with any SEBL, he/she has the option of making the
payment of his/her monthly credit statement (either the minimum amount due or the total amount
due) directly through their SEBL bank account.

Priority Pass Program – World and Platinum Card offers you complementary membership to
the Priority Pass Program. World’s largest independent airport lounge access program. Now you,
your guest, client, family can enjoy access to over 600 airport lounges worldwide. Every trip
becomes a stress-free VIP experience with your Priority Pass membership that allows you access
to executive lounges in over 300 cities worldwide, regardless of which class or airline you fly.
The lounges provide you excellent leisure and working facilities along with complementary
refreshments, newspapers, TV, internet access and much more. The membership fee of the
Priority Pass Program is completely FREE for every SEBL VISA and Master Platinum Card
holders

24-hour Cards Call Center - The SEBL 24-hour Cards Call Center is equipped with a state-of-
the-art system that ensures their queries being handled and relieve his/her difficulties in home
and abroad efficiently and promptly. For any card-related query or information, all card members
need to do is dial 16206 (local) or +88-096131162006 (overseas).

3.9 How to manage SEBL Credit Card:

 By Repayment
 Calculating minimum payment due
 Calculating interest
 

18 
 
  By Repayment

A monthly card account statement is generated if there is any outstanding in card account.

 If the entire amount is repaid within the payment due date as shown on statement no
interest will be charged and thus the cardholder has the option of enjoying a free credit
facility from 15 to 50 days depending on the date of transaction.

For Example:

Transaction Date Statement Date Payment Due Date Interest free period

19/10 18/11 07/12 50

29/10 18/11 07/12 40

18/11 18/11 07/12 20

 A late payment fee will be charged if the minimum payment amount as shown on the
statement is not received within the payment due date.

 If payment is made partially but not less than the minimum payment amount within the
payment due date, no late payment fee will be charged and thus one can revolve the
credit.

 Cardholder can pay cash at any SEBL branch. However, one can also send cheque, draft
at Card Division, Head Office. Cheque, draft should reach Card Division at least 7 days
before the payment due date. Please ensure all cheques are crossed and payable to SEBL.
Ensure to write card number and full name on the reverse of the cheque.

 Sufficient balance is to be maintained in nominated SEBL account if auto payment

instruction is given.

 Calculating minimum payment due

19 
 
  When the current balance in the statement is less than or equal to approved credit limit
the minimum payment amount is:
o For international bill: 5% of the current balance or $25 whichever is higher. If the
current balance is less than $25 it must be paid in full.
o For local bill: 5% of the current balance or Tk. 500 whichever is higher. If the
current balance is less than Tk. 500 it must be paid in full.

 When the current balance in the statement is more than the approved credit limit the
minimum payment is: 5% of the credit limit plus the amount in excess of credit limit.

 Any overdue amount (i.e. minimum payment amount carried forward from the previous
statement) must be paid immediately. Thus the total minimum amount is: the minimum
payment amount of the current statement balance plus the minimum overdue amount
from the previous statement.

 Calculating interest

 Any amount that remains outstanding after the payment due date will attract an interest
per thousand 66 paisa will be calculated on daily basis from the date of transaction until
the entire amount is paid in full.

 Also in case of cash advance, per thousand 66 paisa will be calculated on daily basis from
the date of transaction until cash advance is paid in full.

3.10 Criteria for limit enhancement of SEBL Credit Card:

 Card at least one months old.

 Currently not excess over limit
 No late payment charge for last six months.

3.11 Repayment options of SEBL Credit Card:

The repayment of the outstanding amount of the card can be made at any branches of the Bank.
The payment modes are as follows:

1. Cash: The cardholder can make repayment by depositing cash over the counter along with the
specific deposit slip.

20 
 
 2. Cheque: The cardholder can also make repayment by depositing card payee cheque. For
clearing cheques, it is advised the card members to deposit the same at least three days prior to
payment due date.

3. Auto Debit Instruction: The cardholder can choose the auto debit option in the application
form and accordingly his bank card will be automatically debited as per instruction given by
him/her on the application form.

4. EFTN (Electronic Fund Transfer Network): Cardholder Can pay credit card bill via EFTN.
Fund Transfer not possible from abroad. Most of the bank in Bangladesh providing this kind of
service.

3.12 FEES AND CHARGES OF CREDIT CARDS:

  Master Card Visa Card

World Platinum Titanium Gold Standard Platinum Platinum Gold Gold Classic
Local Dual Local
Local Dual
Annual Fee  USD USD 70 USD 65 USD BDT BDT USD 70 BDT USD BDT
80 60 1200 2500 1200 60 600
Card    USD USD 10 USD 10 USD BDT 300 BDT 300 USD 10 BDT USD BDT
Replacement  10 10 300 10 300
Fee 
Late  USD USD 10, USD 10, USD BDT 350 BDT 350 USD 10, BDT USD BDT
Payment Fee  10, BDT 350 BDT 350 10, BDT 350 200 10, 200
BDT BDT BDT
350 350 200

Chapter Four

21 
 
 FINDINGS AND ANALYSIS
 
 
 Demographic Profile of the credit cardholders:

Age and Income- The major portion of South East Bank credit card holders is young in age
having mid level income. Also It was found that age between (55-65) are also using SEBL
cards. The group with the maximum frequency was of age group of 26-35 belonging to the
income level of Tk.25000- 39000.

 Education and Occupation

The highest percentage of card members considering their education and occupation is the
bankers having MBA degree. So it means that SEBL has been focused on extending their credit
card business amongst educated and preferable persons.

 Card Processing and Delivery Time

The average time for processing the card and delivery is 7 to 10 working days. SEBL takes
maximum 7 working days for processing the card and delivery.

 Grace Period/Interest Free Period

SEBBL is enjoying a competitive edge by providing the maximum grace period of 50 days.

 Payment Due Date from Statement Date

SEBL is also the provider of the maximum time in the market for payment due date from
statement date

 Fund Disbursement Time

The average time for the disbursement of fund (through cheque or pay order) to the merchants is
maximum one working day.

 ATM Facility

Cash advance facility has a close relation with ATM (Automated Teller Machine) facility for
credit card, which is very convenient for the cardholders to draw cash from ATM rather than
going to the bank. SEBL credit card members can withdraw money from other bank ATM
booth.

22 
 
Charges and Fees- The Fees and charges associated with SEBL credit cards are reasonable
compared to its competitors.

CHAPTER FIVE

23 
 
 CONCLUSION AND RECOMMENDATIONS
 
 
CONCLUSION

There are a number of nationalized and foreign banks operating their business operations in
Bangladesh. The SEBL is one of them. Bank always contributes towards the economic
development of a country. SEBL, compared with other banks are contributing more by investing
most of their funds in important projects for the national economic progression. Apart from that,
SEBL has always played its’ leading role in socio-economic development of our country. From
the findings and analysis of the study, it is obvious that there is a lot of market potential for
SEBL in the Credit Card Business and some areas of improvement are there also comparing to
the existing issuers in the market. South East Bank having basic infrastructure and a larger card
members base this is the high time for the bank to enter into the mainstream business. Initially, it
will require a huge investment, but the bank is financially sound to incur such amount of
investment in new line of business. It is expected that Bangladesh will experience a heavy inflow
of foreign companies investing in various sectors especially in IT and Gas and Oil Exploration
and processing.

OBSERVATIONS AND RECOMMENDATION:

SEBL is one of the potential banks in the banking sector. The following recommendations can be
suggested for the betterment of customer satisfaction-

 Give Proper Training to the Employee- To provide quality service to the customer it is
necessary to have a trained team of an organization or an institution .For this reason the
bank should recruit more fresh, bright and energetic sells persons, who can grab more
credit card customers.

 Card Delivery Time- The card delivery time should not be more than a week. But it
should not be less than 5 days. Because the possibility of incorrect assessment of the
credit worthiness of the applicants would be very high then.

 ATM facility is an advantage for the bank to provide ATM facility to its cardholders.
SEBL should increase the number of its ATM booths.
 The bonus point system can be followed more rapidly. Waiver on interest charges and/or
renewal charges will strike into minds of the cardholders and they will be more satisfied
and encouraged to do more and more card transactions.

24 
 
  The strict, lengthy and time consuming procedures regarding card application, limit
enhancement, foreign services should be minimized so that card holders can feel at ease
while using the card at everywhere throughout the country and anywhere in the world.

 More merchants are to be made agreement with for better selects offer to the card
holders. Most of the SEBL credit card holders complain that they cannot do much use of
their SEBL credit cards because of the availability of the merchants. SEBL not yet have
any POS machines. So they have their own POS machine.

 ATM Booth- One of the major problem for SEBL is their ATM booths, they have
limited amount of ATM booths all around the country and maximum of them are in lack
of maintenance. Every day people are come and call for complain for the ATM booths.
So, this is very much important to maintain the ATM booths regularly and at least
maintain ATM both on every branches of SEBL. This is also important to set ATM booth
in important places like shopping malls and the area that people visit more. By doing this
SEBL can increase their popularity as well profit.

 For selling their products like credit card, visa, master card and other products SEBL
should need strong marketing strategy to sell their products with expert sells man.

 MORE GIFT AND DISCOUNT FOR THE CUSTOMER- Customer should be

offered occasional gifts and discounts, which can make the Premium Service more
attractive and keep consumer delight.

 Finally, heavy marketing and promotional campaign should be conducted to popularize

the product and make people aware of the service.

 
REFERENCES 
25 
 
 

 https://www.southeastbank.com.bd/home.php
 http://cards.southeastbank.com.bd/

 Five year performance at a glance. (n.d.). Retrieved April 16, 2017, from
https://www.southeastbank.com.bd/performance.php

 Southeast Bank Limited. (2017, April 15). Retrieved April 16, 2017, from
https://en.wikipedia.org/wiki/Southeast_Bank_Limited

26