Report on Customer Satisfaction on National Bank Limited

American International University-Bangladesh (AIUB)

FINAL DRAFT INTERNSHIP REPORT ON

“CUSTOMER SATISFACTION OF NATIONAL BANK LIMITED”

An Internship Report Presented to the Faculty of Business Administration in Partial Fulfillment of the Requirements for the

Degree of Bachelor of Business Administration

Supervised By:

Mr. A.K.M KAMRUL HAQUE

Submitted By;

HOSSAIN SANJIDA

ID #07-09267-3

Major: Marketing

Date of Submission:

FINAL DRAFT INTERNSHIP REPORT ON

“CUSTOMER SATISFACTION OF NATIONAL BANK LIMITED”

American International University-Bangladesh

August 17, 2011

To

FacultySchool of BusinessAIUBBanani, Dhaka.

Sub: Submission of Report.

Sir,I am glad to meet the deadline to submit our project report. Here I have tried to show a vivid picture of customer service of National Bank Limited. I tried to enrich the project paper with whatever knowledge I had from the perspective of our course. De facto, while doing the project I found similarities with our study materials that made us understand the course contents very clearly and we enjoy a lot, doing the report.

Please find the concerned report attached to this letter. If you have any kind of inquiry regarding my work, I would highly appreciate if you feel free to address me.

Sincerely

Letter of Endorsement

The Internship Report entitled “Customer Satisfaction of National Bank Limited” has

been submitted to the Office of Placement & Alumni, in partial fulfillment of the

requirements for the degree of Bachelor of Business Administration, Major in

Marketing, Faculty of Business Administration on 17 August 2011 by Hossain Sanjida

ID # 07-09267-3. The report has been accepted and may be presented to the Internship

Defense Committee for evaluation.

(Any opinions, suggestions made in this report are entirely that of the author of the

report. The University does not condone nor reject any of these opinions or suggestions).

______________________

Mr. A.K.M Kamrul Haque

Assistant Professor

Acknowledgement

First of all I am grateful to Almighty Allah for enabling me to work on this report

and for making the circumstances favorable to accomplish my task.

I also wish to thank our honorable faculty Mr. A.K.M Kamrul Hauqe for assigning me

the project and for all his kind support to accomplish it. The project intends to develop a

report on the Customer satisfaction of National Bank Limited.

I also wish to thank and give the due respect to my family and friends for their cordial

support and help they offered through out the process of preparing the whole report.

Especially i want thank those person who were my respondent. They gave their valuable

time and suggestion. Also some of the very cordials officers of National Bank helped a

lot to prepare this report. I want to give thank to all these persons.

Executive Summary

In this report I have tried to discuss and define all of the major activities related with the

understanding of customer’s perception and attitude regarding the performance of the

customer Service department in a bank. In this report I have chosen to evaluate the level

of Customer Satisfaction at National Bank Limited, Banani Branch.

The key purpose of the report has been to generate a particle understanding of the level of

Customer Satisfaction in National Bank Limited, Banani Branch. Customer Satisfaction

is an important aspect for any business organization. By measuring the level of customer

satisfaction I am able to understand their overall concept regarding National Bank

Limited, Banani Branch. The customer satisfaction level needs to be given priority in

order to have an overall benefit of future sales. By evaluating the data NBL can take a

fresh approach into their customer service department and act accordingly.

I had to work hard in order to complete the research work. It has very difficult for me

sometimes but I have given my level best in order to create a descent report. I have tried

to put in a rigorous and firm effort in order to analyze and evaluate the data, which had

been obtained from the survey questionnaires.

TABLE OF CONTENT

PART 1

1.1 Introduction

1.2 Banking Sector of Bangladesh

1.3 An overview of National Bank Limited

1.4 Mission & Vision

1.5 Commitments

1.6 Objectives Of NBL

1.7 Motto

1.8 Core values

1.9 Workforce

1.10 Management system

1.11 Correspondent relationship

1.12 Board of directors

1.13 Department of National Bank Limited

1.14 Existing branches

1.15 Organizations structure

1.16 Customer service

1.17 Customer service in banking business

1.18 Customer service in National bank Ltd.

1.19 Corporate financial services of (NBL)

1.20 Corporate banking service

1.21 Institutional banking

1.22 Commercial banking

1.23 Quasi-government banking

1.24 Personal banking service

1.25 NBL monthly saving scheme (NMS)

1.26 NBL deposit scheme (DPS)

1.27 Swift service

1.28 Bills and clearing department

1.29 Branch banking

1.30 National bank credit card

1.31 Secured overdraft

1.32 Loans and advanced

1.33 Safe deposit lockers

1.34 Private foreign currency accounts

1.35 Utility bill payments

1.36 International trade & foreign exchange

1.37 Lease finance

1.38 Capital market services

1.39 SWOT analysis

1.40 Strength of national bank Ltd (NBL)

1.41 Weaknesses of the national bank Ltd (NBL)

1.42 Opportunities of National bank Ltd (NBL)

1.43 Threats of National bank Ltd (NBL)

Part 2

Introduction to the study

1.44 Rational of the study

1.45 Statement of the study

1.46 Scope and delimitation of the study

1.47 Objectives of the report

1.48 Methodology

1.49 Limitation of the report

1.50 Customer satisfaction of analysis

1.51 Findings of the study

1.52 Recommendation

1.53 Conclusion

1.54 Reference

Introduction:

Banking is one of the most competitive industries of Bangladesh that has seen a huge amount of growth during the last decade. A large number of new banks have made their places in the industry and yet there are more to register in the list. In this modern era of business, banking activities have speared out in many areas like merchant banking, share trading, giving lease and so on. In such a highly competitive service industry, the importance of customer satisfaction cannot be de-emphasized.

National Bank Limited is one of the most renowned private commercial bank in Bangladesh. During a short span of time the bank has been able to establish a good image in the banking sector and has become a house hold name in the country due to several customers- friendly deposit and loan scheme. I am doing my internship in National Bank Limited with rotation on different desks which includes accounts opening, general banking, retail banking, clearing, remittance, loans and advanced etc. in this report the “The Customer Satisfaction on different services of National Bank Limited.” I will focus on various aspects of this bank. Since they are standing at good position among the private banks, their financial position, market share, marketing mechanisms, overall strength and weakness, objectives, goals will be cross examined for analyzing the fact that how they were and how they will be in future. Various types of analysis will help us to understand the comparative position and a transparent picture of this bank that will help us to draw any comment at a glance.

As I am directly in touch with customers, the report will deal with the service quality and customer satisfaction of National Bank Limited. A survey will be conducted on the customers of National Bank Limited. The objective of this report will be to determine to how well National Bank Limited is satisfying the customers on different service grounds. Various important issues of customer satisfaction will be presented in light of the findings of the survey.

Lastly the findings will be examined to prescribe a set of specific recommendations to improve the overall service quality according to customers expectations and also to solve the existing problems in the whole organizational level.

The Banking Sectors of Bangladesh:

Bangladesh bank (BB) has been working as the central bank since the country’s independence. Its prime jobs include issues of currency, maintaining foreign exchange reserve and providing transaction facilities of all public monetary matters. BB is also responsible for planning the Government’s monetary policy and implementing it thereby.

The number of banks in all now stands at 49 in Bangladesh. Out of the 49 banks, four are Nationalized commercial bank (NCBs), 28 local private commercial banks, 12 foreign banks, and the rest five are development Financial institutions (DFIs).

Sonali bank is the largest among the NCBs while Pubali is leading in the private once. Among the 12 foreign banks, Standard Chartered has become the largest in the country. Besides the scheduled banks, Samabai (corporative) bank, Ansar- VDP bank, Karmasansthan (employment) bank and Grameen bank are functioning in the financial sector.

Bangladesh bank (BB) regulates and supervises the acitivities of all banks. The BB is now carrying out a reform program to ensure quality services by the banks. The list of banks doing their operation in Bangladesh are-

Nationalized Commercial Banks (NCBs)

Name Telephone 1.Sonali Bank 9550426-34, 86145882. Janata Bank 9560072-80, 9560042-433. Agrani Bank 9566153-54, 9566160-69,

9555179-804. Rupali Bank 9551624-25, 9554122,

9552183-4

Private Commercial banks (PBCs)

1. Pubali bank 9569050-2, 9551614-72. Uttara Bank 9566067-9, 9551162-63,

95657323. National Bank 9563081-5, 95612014. The City bank Limited 9565925-345. United Commercial Bank Limited. 95605856.Arab Bangladesh bank Limited. 95608878, 9560312-67. IFIC Bank Limited. 9562062, 9563020-298. Islami Bank Bangladesh Ltd. 9552897-8, 9563040,

9563046-99. AL Baraka Bank Bangladesh Ltd. 9563768-9, 9565031-210. Eastern Bank Ltd. 9556371, 9556361-211. National credit and commercial Bank Ltd. 9561902-412. Prime Bank Ltd. 9567265-70, 956467713. South east Bank Ltd. 9550081-5, 9551575,

955771414. Dhaka Bank Ltd. 9556587-10, 955658315. AL- Arafah Islami Bank Ltd. 9559014, 955485516. Social Investment Bank Ltd. 9568537-3917. Dutch-bangla Bank Ltd. 955933318. Mercantile Bank Ltd. 9667224, 966780219. Standard Bank Ltd. 9564249, 7551799, 9564255-

620. One bank Ltd. 9553925, 9553872, 956641821. EXIM Bank Ltd. 9553925, 9553872, 956641822. Bangladesh Commerce Bank Ltd. 9559831-32, 966817023. Mutual trust Bank Ltd. 9569318, 711323924. First Security Bank Ltd. 9560229, 956473325. The Premier Bank Ltd.26. Bank Asia Ltd. 8117055, 811706627. The Trust Bank Ltd. 9870011 extn- 419128. Shah Jalal Bank Ltd. ( Based on Islamic Shariah) 9556011

Foreign banks

1. American Express Bank 9561751-52, 9561496-972. Standard Chartered grindlays bank 9561465, 9550181-90

3. habib bank ltd. 9551228, 9555091-24. State Bank of India 9554251, 95533715. National Bnak Of Pakistan 81119596. Muslim Commercial Banl Ltd. 9560248-97. City Bank NA 9563649, 95636508. Hanvit Bank Ltd. 9550063-649. HSBC Ltd.10. Credit Agricole Indosuez ( the Bank) 8813270-7311. Shamil Islami bank Of Baharain EC 966701-512 Standard Chartered Bank 9561465, 881718-9

Development Banks

1. Bangladesh Krishi Bank 9560021-5, 9560031-352. Rajshahi Krishi Unnayan Bank 955150-9, 95661143. Bangladesh Shilpa Bank 9565818, 95650464. Bangladesh Shilpa Rin Shangstha5. Bank of Small Industries and Commerce Bangladesh Ltd.

9564830, 9658190

Others

1. Ansar VDP Unnayan Bank 8313198, 83221812. Bangladesh Shamabai Bank Ltd. (BSBL)3. Grameen Bank 8015755-84. Karmashangsthan Bank 9563311

AN OVERVIEW OF THE NATIONAL BANK LIMITED

National bank Ltd the first private sector commercial bank of Bangladesh, fully owned by local entrepreneurs. NBL started its never-ending journey from 23 march 1983. The board of directors of the bank consists of the finest intellects of the country’s business, commerce and banking areas. NBL brought a change in services in the banking sector besides the traditional Govt. banks with its excellent difference. The success of NBL is for its cooperative, helpful, approach, understanding the real banking needs of each and client and concern for their benefits and welfare. From the beginning NBL had the great objectives about the share holders-to maximize their facilities as well as dividend. Now NBL is bigger concern compare to others in same industry holding 91 branches in the inland area. In 1995 NBL opened a representative office at Myanmar. In different

countries NBL has some exchange booths to facilitate the foreigners. With a string sense in all business area of commercial banking NBL could foresee tremendous growth in home bound remittance from Bangladeshi expatriates in USA, UK, and Middle East and in different countries of the work. Consequently, NBL established a unique money remittance system with Western Union of USA for inbound and outbound remittance. Still now, NBL has this sort of novelty services facilities. NBL always is committed to fulfill its ethical responsibility to the society, country and to the whole world. NBL has participated in the Brained Multi Purpose Project, a major enterprise undertaken for improving the ecological balance and the socio-economic condition of the farmers the northern region of the country. Establishment of NBL foundation, which operates National Bank Public School and collage and sponsorship of various sports tournaments are few of the mentionable projects that display NBL’s commitment to the society. Besides the different types of accounts, NBL has some special schemes that really represent bank’s concern about the clients, some of them are – MSS, SDS, SIS credit Card, ATM services.

Mission and vision

Mission

Our mission is to continue our support for expansion of activities at home and abroad by adding new dimension to our banking service which have been on going in an unabated manner. Alongside, we are also putting highest priority in ensuring transparency, account ability, improved clientele service, as well as our commitment to serve the society through which we want to get closer to the people of all strata. Winning an everlasting seat in the heart of the people as a caring companion in uplifting the national economic standard though continuous upgrading and diversification of our clientele services in line with national and international requirements is the desired goal we want to reach.

Vision

Ensuring highest standard of clientele services through best application of latest information technology, making due contribution to the national economy and establishing ourselves firmly at home and abroad as a front ranking bank of the country have been our cherished vision.

Commitments

In carrying ourselves at work

Discipline honesty and integrity

Sincerity Caring Creativity

In serving the bank

Loyalty Total commitment and dedication Excellence through teamwork

In serving customers

Customer-first Quality focus Credibility and secrecy

Objectives of NBL

Offering quick and improved clientele services through application of modern information technology.

Playing and important role in the national progress by including improved banker customer relationship.

Ensuring highest possible dividend to the respected shareholders by making best use of their equity.

Pursuing the policy of nurturing balanced growth of the bank in all sectors. Consolidating our position in the competitive market by introducing innovative

banking products. Ensuring highest professional excellence for our workforce through enhancement

of their work efficiency, discipline and technological knowledge.

Expanding the bank’s area of investment by taking part in syndicated large loan financing.

Increase finances to small and medium Enterprise (SME) sector including agriculture and agro based industries. Thus making due contribution to the national economy.

Upholding the image of the bank at home and abroad by pursuing dynamic and time benefiting activities.

Ensuring maintenance of capital adequacy, comfortable liquidity, asset quality and highest profit through successful implementation of the Management Core

Risk program.

MOTO

The bank will be a confluence of the following three interests:

Of the bank : Profit maximization and sustained Growth.

Of the customers : Maximum benefit and satisfaction.

Of the society : Maximization of Welfare.

Core values

NBL’s core values consist of 6key elements. These values bind our people together with an emphasis that our people are essential to everything being done in the bank.

Integrity

NBL protects and safeguard all customer information. NBL treats everyone in an equitable and consistent manner. NBL creates an environment, which earns and maintains customer trust.

Open communication NBL builds customers relationship based on integrity and respect.

NBL offers a full line of products and excellent services. NBL is committed to the prosperity of the customers and shareholders.

Performance driven

In NBL, customers and employees are judged in terms of their performance.

Continuous self improvement

Continuous learning, self challenge and strive make ways for self improvement of workforce at NBL.

Quality

NBL offers hassle free better service timely. NBL build up quality asset in portfolio.

Teamwork

Interaction, open communication, and maintaining a positive attitude reflect NBL’s commitment to a supportive environment based on teamwork.

Workforce

National Bank Limited (NBL) recognizes that a productive and motivated Work force is a prerequisite to leadership with its Customers, its Shareholders and in the Market it serves. NBL treats every Employee with dignity and respect in a supportive environment of trust and openness where people of different background can reach their full potential.The Bank’s Human Resources policy emphasize on providing job Satisfaction, Growth Opportunities, and due recognition of superior performance. A good working environment reflects and promotes a high level of loyalty and commitment from the employees. Realizing these National Bank Limited (DBL) has placed the utmost importance on continuous development of its Human Resources, identity the strength and weakness of the employee to assess the individual training needs, they are sent for training for self-development. To orient, enhance the Banking knowledge of the employees National Bank training Institute (DBIT) organizes both in- house and external training.

Management system

Great emphasis on the use of improved Technology. It has gone to Online Operation System since 2003. And the new banking software FLEXCUBE is newly installed. As a result the Bank will able to give the services of international standards.

Correspondent relationship

The bank established correspondent relationship with a number of Foreign Banks, namely American Express Bank, Bank Of Tokyo, Standard Chartered Bank, Hong Kong Shanghai Banking Corporation, CITI Bank NA-New York and AB Bank limited. The Bank is maintaining Foreign exchange Accounts In New York. Tokyo. Calcutta, and London. The Bank has set up Letter Of Credit on behalf of its valued customers using its Correspondents as advising and reimbursing Banks. The Bank maintains a need based Correspondent Relationship policy, which is gradually expanding. The number of Foreign Correspondents is now 350.

Board of Directors

Moazzam Sossain Chairperson

Zainul Haque Shikder Director

Parveen haque shikder Director

Alhaj khalilur rahman Director

Prof. Mahbub Ahmed Director

MR Jakaria Taher Director

Ron haque shikder Director

Rich haque shikder Director

(Lt.Col. 9Rtd) Md. Azizul Ashraf, psc Director

Mabroor Hossain Director

AKM enamul haque Director

Capt. Abu Sayeed Monir Director

Salim Rahman Director

MD. Abdur Rahman Sharker Managing Director

Departments of National Bank Limited

If the jobs are not organized considering their interrelationship and are not allocated in a particular department it would be very difficult to control the system effectively. If the any departments are not fitted for the Particular Works there would be Haphazard Situation and the performance of a Particular Department would not be measured. National Bank Limited (NBL) has does this work very well. Different Departments of National Bank Limited (NBL) are as follows:

Human Resources Division

Personal Banking Division

Operations division

Computer and information technology Division

Credit Division

Finance and accounts division

Financial institution Division

Audit and Risk Management Division

Existing Branches

On 23 march 1983 NBL was first stared at Dilkusha Branch. At the age of 19 years it has established a total of 75 branches over the country and made a smooth network inside the country as well as throughout the world. The number of branches as territory- wise is mentioned in the following table:

Name of the Area Number of BranchesNational 46Chittagong 30Rajshahi 18Khulna 20Sylhet 16Total 130

Organization structure

Organization chart of National Bank Limited (NBL)

Chain of command:

Customer service

Customer service is the service provided in support of a company’s Core Product. Customer Service most often includes answering question, taking orders, dealing with billing issue, handling complaints, and perhaps scheduling maintenance. Customer service can occur on site, or it can occur over the phone or via the internet. Many companies operate Customer service call centers, often staffed around the clock. Typically there is no charge for customer Service. Quality Customer Service is essential to building Customer relationships. It should not, however, be confused with the service provided for sale by a company.

The success of Customer Service is the Customer Satisfaction. It depends on the product’s actual performance relative to a buyer’s expectations. A Customer might experience various degree of satisfaction. If the product’s performance falls short of expectations, the Customer is satisfied. It performance exceeds expectations; the customer is highly satisfied or delighted.

Customer Service of a company has to have the Responsiveness, which means the willingness to help customers and to provide prompt service. This dimension emphasizes attentiveness and promptness in dealing with Customer request, question, complaints, and problems.

Responsiveness is communicated on customer by the length of time they have to wait for assistance, answer to question, or attention to problems. Responsiveness also capture the notion of flexibility and customizes the Service to customer needs.

Customers Service in banking Business

Customer service in bank may be grossly categorized into deposit services, and credit services. Customers’ services generally means taking deposit on money from customers, giving loans and advances to the customers and various Ancillary ( Balance Sheet Service). These activities require an arrangement of service process. Branch expansion, Survey of economic environment, location of deposit potential, identification of credit needs, and collect information about target markets. Accordingly, banks make arrangement to deliver their services to the potential customers in terms of acceptance, Sanction, Advances, Commitment, Transfers, Remittance, Opening of letter of credit (L/C), Export Documents Handling Bills Collections and many Other Services.

Customer Services in National Bank

Like some other Banks national bank Limited (NBL) has also some Services that it provides its potential customers. National Bank Limited usually provides two types of services:

Corporate Financial services of National bank Limited (NBL)

It is very true the major contribution to the bank’s equity has come from business banking sector. It provides several types of services under business banking. NBL offers corporate banking facilities, it also provides commercial, institutional, quasi government or correspondence facilities.

Corporate Banking Service:

NBL is recognized as the good financial institution in corporate finance services sector in our country. Its professional management team caters to the needs of its clients and provides them with a wide range of financial services some of which are project financing and investment consultancy, syndicated debt and equity, bond and guaranties, local and international treasury products.

Institutional Banking:

The institutional service provided by NBL is designed for different fund based organization like donor agencies, NGOs, voluntary organizations, foreign missions, airlines, shipping lines and their personnel with the facilities, which are freely convertible to major international currencies, local and foreign currency remittances through a large network of branches and correspondence.

Commercial Banking:

NBL offers different commercial banking facilities to all commercial concerns specially those with particular involvement with import and export finance. It provides the finance facilities like-trade finance facilities including counseling, confirming export L/Cs; and issue of import L/C backed by its correspondent network, it also provides bonds and

guarantees, investment advice, leasing facilities, project finance opportunities.

Quasi-Government Banking:

The quasi government service of NBL helps the government by providing different financial service like efficient and knowledgeable management of trade business ( import and export), skills in barter, swaps and counter trade deals. In addition, the opportunity of debenture finance for new projects, possibilities of hard currency loans and lease deals, the opportunity of syndicated hard currency, financing of loans and import L/C, highly efficient account management and remittance handling within the country.

Personal banking service:

Deposit Account:

Current Account (CD) Short term deposit A/C (STD)- rate of interest 5.5%-6% Saving A/C (SD)- rate of interest 6% Fixed deposit Receipt (FDR)

How to open an Account

First interact with the client and understand his/her interest to open an A/C, address, profession, social status, and also his referee.

Must have logical explanation to open the A/C Current photograph.

Asked for some papers:

Tax identification notes (TIN) Photocopy of passport Trade license Introduce mark on the form, from any employee of NBL Employment certificate.

If joint A/C:

Declaration- who will withdraw money? Notice from client- if client want to withdraw more then ¼ of their deposits or

more than 50thousand, notice must give before 1 week of withdrawal If it is a company’s A/C then MA is must after fulfillment of all requirements a

client is permitted to open an account.

Different types of Current Accounts:

Individual Proprietorship Partnership Company Club, society etc.

Who can open an FDR:Any legal, mentally fit person can open FDR. In time of opening on photo and introducer is needed. FDR is made for any amount.

Duration of interest rate:

Fixed deposit Recite is made for different maturity containing interest rate:

Duration Interest Rate

3 months 9%( below tk. 10 Lac), 11% (above tk. 10 Lac)

6 months 9.5%( below tk. 10 Lac), 11.5% ( above tk. 10 Lac)

12 months 10%(below tk. 10 Lac), 11.5% ( above tk.10 Lac)

Rules of FDR:

Normally after maturity and following necessary rules holder of FDR can withdraw total money with interest rate.

But if the holder want to withdraw his money before maturity then he does not get any interest, but withdraw deposited money.

In case of premature FDR no penalty, no IR in 3 or 6 months FDR. But in case of 12 or 24 months bank cut up 6 months. After that if any slab then

according to this he gets IR. Upon interest rate 10% income tax must cut up. There are some rules incase of excise duty ( yearly charged)

NBL monthly saving scheme (NMS):

It is an attractable savings project for limited income group, national Bank Limited got quick take monthly for 5-8 years. The return is as follows:

In takaMonthly installment

Return after 3 years 9.00%



500 20,627 37,896 70,849

1000 41,255 75,791 1,41,697

2000 82,510 1,51,583 2,83,394

3000 1,23,765 2,27,374 4,25,091

4000 1.65,020 3,03,166 5,66,788

5000 2,06,274 3,78,957 7,57,914

10000 4.12,549 7,08,485 14,16,970

NBL deposit scheme (NDS):

The scheme will be titled as NDS. The period of deposit will be 3 years. Credit facilities up to 80% are allowed against lien on balance of NDS A/C, at 15% rate of interest of quarterly rest.

NDS amount ( in taka ) Monthly benefit payable (in taka)

50000 450100000 900

200000 1800300000 2700400000 3600500000 4500

1000000 90002000000 180005000000 45000

The activities of cash department:

This cash departments deals with cash, maintain the registers of incoming and outgoing of cash flows. Cash departments has to properly maintain cash management policy. Within this policy, cash department performs activity through some steps and follows some policy, especially insurance policy.

Types of insurance policies maintain in this department for getting insurance coverage:

Cash in safe insurance: up to taka 5000000 coverage Cash on counter insurance: up to taka 1000000 coverageCash in transit insurance: up to taka 10000000 coverage

SWIFT services

NBL is one of the first few Bangladesh banks to obtain membership of swift (Society for world inter-bank telecommunication). SWIFT is a members owned cooperative which a first and accurate communication network for financial transaction such as Letter of credit, fund transfer etc. by being a member of SWIFT, the bank has opened up possibilities for uninterrupted connectivity with over 5700 user institution in 150 countries all over the world.

Bills and Clearing department

The bills and clearing departments performs their duties for collection purpose. This purpose happens through two ways:

Through clearing house:

Every member bank of the clearing house prepares a bank wish list of cheques and draft received from iits customers and drawn on different banks.

Representative of each bank visits the Clearing House with the cheques and their list in the morning and delivers the cheques and draft to the representative of the respective banks. Similarly, he/she also receives the cheques drawn on his/her bank from the representatives of the other banks.

The representatives returns to their respective banks to meet again in the afternoon to return the dishonored instruments, if any, to the representatives of the respective banks.

The representatives of the each bank computes the final balance payable or receivable by his bank or other bank from other banks after taking into account the various amount of receipts and payment.

The final statement is effected by the supervisor of the Clearing House by debiting or crediting, as the case may be, the accounts of the respective banks as maintained with the clearing house.

Registers:

For collection purpose maintains some register such as-

Local Bill For Collection (LBC) Outward Bills for collection (OBC) Inward bills for collection (IBC)

Branch Banking:

Convenience is the key feature of the personal Banking Program of National Bank Limited (NBL). The aim of NBL is to provide of every customer easy excess to his/her account from any branch and ultimately from any where. Recognizing the need of the customers, NBL has recently networked all of the Branches in National, Narayanganj, Chittagong and sylhet to permits its valued cutomers to cary out transaction from any branch. Cash withdrawal or deposit or any type of personal banking. Transaction can be performed using the any Branch Banking Service. All transactions under any Branch Banking are absolutely free of charge.

The following services are available under any branch Banking:

Cash withdrawal from one’s Account from any Branch of the bank. Cash and check deposit into one’s Account from any branch of the bank.

National bank Credit card:

NBL provide both credit card and debit card basically this department deals with credit cards, and now days only the ‘Master Card’. But NBL recently is starting the operation of VISA power Card as a Debit Card. Master card is using as an alternative of cash. In the real world cash carrying is not safe always that’s why credit card is very popular the modern world and also in Bangladesh. People can draw cash from the ATM with out any involvement of human, by credit card one can buy anything from the shop.

NBL has two type of Master cards:Silver and gold, both has local and international range.

Interest rate is 2% for both local and international.

Application and proposal preparing to open a card:

Application receive from a party Verify the securities(FDR, Saving Certificate, CD or SD A/C For exporter line will be his F.C A/C and payment of card will be through USD. Send the certificate to the top management. If approved by the management the card will punched and deliver after 1 day to the

client.

Debit card (Visa power card):

NBL power card issued to a card holder to avail of services and to purchase or to draw cash by properly presenting the same at the notified member Establishment/ Bank/ ATM. Three types of power card is available-

Local card International card Duel card.

Prominent feature of the NBL power Card:

NBL power card can be used for purchased at merchants where VISA Cards are

accepted trough electronic point of sales terminals. NBL power card can be used for withdrawing cash from automated teller

machines (ATM). Personal identification number (PIN) necessary for withdrawal of cash will be

provided by the bank For local card there is no insurance fee for the 1st year and 2nd year only taka 200

will be charged. To get a NBL Power Card Customer has to submit only two copy of his/her recent

photograph and the TIN (Tax Identification Number).

Secured Overdraft

Rescheduling TermLoan: - between maximum 15% of overdue installment or 10% of outstanding, which is lower pain in cash then 1st rescheduling considered. Between maximum 30% of overdue installment or 20% of outstanding, which is lower pain in cash then 2nd rescheduling considered.

- between maximum 50% of overdue installment or 30% of outstanding , which is

lower pain in cash then 3rd rescheduling considered.

Rescheduling of in case of demand and continuous loan’s rescheduling rate of down demand and payment vary in order to loan amount.

Continuous loan: Overdue loan amount rate of down payment One corer taka 15% One –five corer taka 10%

Five corer and above 5%

Loans and Advanced:

Loans and advance is a major earning source of a bank. NBL is also very careful to provide loan, normally NBL sanction loan to individuals, small/medium or large industries. Actually loans give of the bank’s deposit, against valuable security.

NBL following some general rules/ principle to provide loan to its client.

The bank should provide suitable credit services and products for the markets in which it operates.

Loans and advances shall normally the financed from customers deposits and not out of the share, temporary funds or borrowings from other Banks.

Credit will be allowed in manners which will in no way compromise the bank’s standards of excellence and to customers who will complement such standards.

All credit extension must comply with the requirement of banking companies. Act 1991 and Bangladesh bank’s instructions amended from time to time.

The aggregate of all cash facilities shall not exceed 80% of customer deposits. It is further governed by the statutory and liquidity reserve requirement of Bangladesh Bank.

Cash credit (CC) section:

What is CC: Actually cash credit is one kind of credit facilities to the customers. CC is fully continuous loan. Generally this loan issued for providing working capital of a business

Types of CC: Two types of cash credit are used:Hypothecation (Hypo)pledge

Papers require to give the CC: Party application Application in Bank’s prescribed

form Stock report Trade license Audited balance sheet for last 3

years Income tax clearance certificate VAT

TABLE

Different securities of different types of Advances:

Types of advances securities Interest rateInland bills Purchased (IBP)

Bill itself 16%

Payments against document(PAD)

Shipping documents for import

16%

Loans against imported Merchandise (LIM)

Pledge of imported Merchandise

16%

Trust receipt (TR) Trust receipt obtained in lien of import documents.

16%

Export cash credit (ECC) Pledge or Hypothecation 7%Foreign Bills Purchased (FBP)

Shipping documents for export

7%

Safe deposit lockers:

The customer could use the locker facility of National Bank Limited (NBL) and thus have the option of covering their valuable against any unfortunate incident. NBL offers security to their lockers service as afforded to their own property at a very

competitive price. The Bank is usually at this for the customers from Saturday through Thursday from 9:00 am to 4:00 pm.

Private foreign currency accounts

Most branches of National Bank Limited has Authorized Dealers License to deal in Transaction in foreign currency and open Private Foreign Currency Accounts.Current of fixed term Accounts in US Dollar or pound Sterling Accounts may be opened in the name of:

Bangladeshi Nationals residing abroad Bangladeshi nationals ordinarily resident in Bangladesh Foreign National residing abroad or in Bangladesh Foreign firms registered abroad and operating in Bangladesh and abroad Foreign Mission and their expatriate Employees.

Non-resident foreign Currency Deposit (NFCD) Accounts are interest bearing Time Deposit Accounts. Account may be opened for 1, 3, 6 months and year term. Interest rates on NFCD accounts are determined after a careful assessment of interest rates on Deposit Accounts in the International Market. The rates that NBL offers are usually higher than the international market.Any amount brought in with declaration to customs authorities in form FMJ and up to US Dollar 5000.00 brought in without any declaration can be deposited into such Accounts. Foreign exchange through Inward remittance from abroad and outward remittance may be freely carried out into and from these accounts. Foreign exchange earned through business done or services rendered in Bangladesh, however, cannot be deposited into these accounts.

Utility Bill Payments:

National Bank Limited (NBL) offers Multi-mode utility bill payment facility for its customer’s weather it is cellular phone bill, telephone Bill, Electricity Bill or water bills of them. It is also possible for the NBL Customers to make utility bill payment by using E-cash ATM service.

International trade and foreign Exchange:

National bank Limited (NBL) provides foreign exchange transaction facilities to its customers. NBL gives the foreign exchange facilities for travel , medical treatment, education in abroad etc.When one travels abroad for business. Holidays or any other purposes, he/she can obtain his/her foreign currency and Traveler’s check permissible under Government regulations without any hassle from any branch of National bank limited(NBL).The key branches of the bank in National, Narayanganj, Chittagong, Sylhet are staffed by personnel experienced in International Trade Finance. These offices are the focal point for processing Import and Export transactions for both small and large Corporation Customers.

The bank is offering is customers, professional advice on all aspects of international trade requirements, namely:

Issue, advising and confirmation of documentary credits. Arranging forward exchange cover Pre-shipment and post-shipment finance Negotiation and purchase of export bills Discounting of bills of exchange Collection of bills Assist customers to insure all risks.

In the international trade and foreign exchange activities, National Bank Limited do the following operations:

Documentary credit:

Having a worldwide network of correspondents and team of experienced trade professionals, national Bank LTD. Is uniquely poised to establish Documentary credits in most currencies and can provide for drawings at sight or at a term to suit your financing requirements. The bank can also arrange confirmation of documentary credit-an additional undertaking given by our correspondent banks providing for payment to the exporter “without resource” for documents presented in strict compliance with the terms and conditions of the documentary credit.The bank also deals in all types of export letter of credits. Each day, the bank advices a large number of export credits and arranges opening of back letters of credit.

Forward exchange cover

The bank can arrange forward exchange cover to provide protection against fluctuation in exchange rates. Supported by REUTERS dealing system, the bank’s foreign exchange

dealers are able to provide its customers the most competitive solution for their foreign

Exchange requirements.

Pre -shipment and post- shipment finance

The terms of payment desired by the importers or exporter may differ at times, e.g. sight

payment required by the exporters, but 180 day terms required by importers. National Bank limited can tailor Provision of Finance to suit the Importers needs. Pre-shipment Finance can be made for the Export of goods for the period between receipt of orders and the time of shipment. Post-shipment finance is available from the time between the shipment date and receipt of payment. These forms of finance preserve the importers working capital.

Negotiation of purchase and discounting of bills

National Bank Limited offers Negotiation, purchasing or advancing funds against shipping document drawn on the overseas buyer and crediting the exporters immediately with the proceeds, less bank charges and interests.The exporters have the option of receiving the proceeds in local currency or in the currency of the bill of exchange. The bank offers facility to open exporters retention Quota Account to retain export proceeds in a foreign currency account as permissible under regulations.If shipment is being effected under a documentary credit calling for a term or sight bill of exchange with charges for account of the beneficiary. National Bank Limited (NBL)upon request, will discount the bill of exchange and credit the exporters immediately, provided documents presented are in strict, compliance with all stipulated terms and condition of the documentary credit. Full resource is preserved against the drawer of a bill of exchange and in the event of non-payment the bank will look to the exporter to reimburse the full amount of the transaction.

Local documentary bills for collection (LDBC)

National Bank Limited (NBL) arranges the forwarding of documents on the behalf of its Customer and Collection of proceeds being received following payment by the overseas parties.

Insurance Cover

National Bank Limited (NBL)’s trade professional assist the customers to satisfy that the goods have been insured to cover all the risk involved. This is a complimentary service provided by the trade team of the bank.

Lease finance

National bank Limited (NBL) offers lease financing for acquiring of capital Machineries equipments and other items. The scheme is flexible and can provide full funding for a business venture. The financing scheme of the bank is simple, convenient and is backed by prompt service from a team of dedicated personnel. On the other hand, rental payable under lease financing is treated as revenue expenditure which as such, is deductible for tax purposes.

Items eligible for lease financing scheme of the National Bank Limited (NBL) are:

Capital machinery (imported or local) required for setting up new or BMRE of existing import substitute or export oriented or indigenous. Technology based industrial units.

Medical equipments required for the doctors’ chambers or Clinics, viz etc. Personal computers with dot or laser jet printers, UPS, stabilizer and other

required accessories. Air condition (split or window), lift, standby generator etc. Photo copier, overhead projector, spiral binding machine and laminating machine

etc. Video equipments for production of package program, add film etc. Vehicles like luxury coach, bus, mini-bus, truck, closed body van (covered van)

and three-wheeler delivery van, car, microbus and jeep (not for commercial use.)

Lease term:

Lease terms may vary to suit the customers’ needs but not exceeding the period as detailed below:

Capital Machinery or Equipments: maximum 5 year ( For computers or medical equipments-generally 3 years.)

Automobiles: maximum 4 years ( for the new one) and 3 years (for the reconditioned one)

Fees and charges:

Risk fund, supervision and monitoring charges are applicable on each item under lease. Additionally, project examination or inspection fees are levied in related cases. The rates however vary according to items. For this the customers have to contact with the branches or investment division of national bank limited (NBL) for the current rates.

Insurance for leased items

Leased items are duly insured under the bank’s clauses throughout the lease term. In case of automobiles, comprehensive insurance with RSD clause is required covering the entire lease term and the vehicle is registered in the sole name of the bank. In all cases, insurance premium is borne by the lessee.In the procurement and installation of the leased items, the bank accepts the choice of equipments and installation of the customers covered under the lease agreement.

Availability of fund for procurement and installation of leased items:

Fund is made available after execution of lease agreement and firm purchase order is placed with the manufacturer or the supplier in conformity with the terms of the agreement. In case of imported item, the bank will open irrevocable letter of credit (L/C) in its own name.

Responsibility for repair and maintenance of leased items:

The lessee is responsible for the maintenance and repair of the leased items. The lessee is obliged to operate the leased item with optimum care and prudence.

Security required for the leas finance:

Security requirements vary according to the nature of the asset and legal status of the lessee. The requisites for a particular lease item or a project can be ascertained by contacting the branches or the investment division of the national Bank Limited (NBL).

Advance deposit required for the lease:

An amount equal to 1 to 3 months lease rentals is required to be deposited before execution of the lease agreement. The amount of the advance rental is refundable without interest on successful termination of the lease agreement, subject to necessary appropriation of salvage value and other charges ( if any)

Capital market service:

As a diversified activity, NBL capital market services (NBL-CMS) started its operation in January 2008 with modern infrastructure facilities. National Bank Limited (NBL) is a member of the National Stock exchange (DSE) and Chittagong stock exchange (CSE). The services include opening of BO account, depository services of CDS. Training is

share market, financing the clients under margin rule and counseling the investors. TK. 368.60 million was earned from the activities in 2009 while it was TK 101.20 in 2008.

Trading in the stock exchanges:

Besides the operational activated of brokerage house at NBL CMS, head office, it opened three branches at Imamgonj, banana in National and Andeerkilla in Chittagong. We planned to open 10 to 12 branches in potential areas. To boost up its activities further CSE membership has been acquired at TK. 145.00 million. The bank actively participation in the screen-based On-line trading of both the stock exchanges to purchase and sell shares and Debentures on behalf of its clients.

SWOT Analysis

The acronym for SWOT stands for:

Strength Weakness Opportunity Threat

The SWOT analysis comprises of the organization’s internal strength and weakness and external opportunities and threats. SWOT analysis gives an organization an insight of what they can do in future and how they can compete with their existing competitors. This tool is very important to identify the current position of the organization relative to other, who are playing in the same field and also used in the strategic analysis of the organization.

Strength of national bank limited:

Accountable corporate governance Experienced top management Good asset quality

In Bangladesh NBL has wide range of customer base on is operating efficiently in this country

NBL has a bulk of qualified, experienced and dedicated human resources NBL has the reputation has being the provider of good quality service to its

potential customer NBL recently providing ATM facility to the customer. This is will make a good

strength of NBL . Satisfactory business growth Diversified product lines Good operating efficiency Social welfare

Weaknesses of the National Bank Limited (NBL)

Dependent of fixed deposits Moderate risk management system Limited delegation of power MIS at primary stage Limited branch network Limited market share

Opportunities of National Bank Limited (NBL)

Draft drawing arrangement of major banks ATM, POS and other forms of Alternate delivery channels Product based on needs of NRB’s Increasing service quality and awareness among NBL staff through training SME and agro based business Real time on line banking Credit card in duel currency Basel-II compliances to tap advantages from RM system.

Threats of National Bank Limited (NBL)

Different services of FCB’S ( phone banking/home banking) Existing card services of standard chartered grind lays bank Daily basis interest on deposit offered by HSBC Entrance of new PCB’S increased competition in the market Market pressure for increasing the SLR Market pressure for dollar crisis

Political interference and government regulation Unstable political environment of the country More banks are entering into the remittance business More number of branches of other banks have commenced business as outlets for

Western Union Privatization of government banks resulting in discontinuation of TT arrangement

due to conflict of business Rate war with Sonali, IFIC, Uttara, and bank Asia resulting in lower exchange

again.

Rational of the study:

Statement of the problem:

It is not possible to know everything about banking process within this limited time period.

I chose the topic to find out the customer satisfaction level of the organization.

To find out what type of facility the customer wants from the organization.

This topic will help me to know the reason for Evaluation, person who should benefit from the evaluation, what type of evaluation should be used and what problems might be encountered.

The general problems of National bank Limited ATM is the most widely used in other banks in our country.

However, the numbers of ATM booth are very much limited. National bank limited does not have enough products comparing to

other banks of our country. It is also a very big problem. The service of the bank is moderate, which is a big problem for

them.

Problems from employee point of view:

Delay in loan processing system Promotion steps in complex Slow criteria of employee motivation Service time is limited Arrangement of training system for all employees Pay scale is very low Work schedule is unorganized Less number of ATM booth around the country.

The problem of national bank limited related to export:

Sometimes the exporters do not provide full documents with export form (EXP form)

Exporters sometimes do not provide the EXP documents in right time. So the bank faces problem to get the exporters full documents within specified time.

Sometimes customer authority takes time to provide the

documents. But the bank need to provide the triplicate EXP form

to the Bangladesh bank within the specified time.

The problems of National Bank limited related to foreign remittance:

Party declaration is a very big problem for the bank in case of foreign remittance. Because the bank need to provide the report to Bangladesh bank within the first five days in a month. But the customers do not contact within the specified.

Manual system is a very big problem for National Bank Limited

Scope and delimitation of the study:

While preparing the report i have learned a lot about the Bank and banking system

situated in Bangladesh. NBL is one of the well known banking companies and I have

known their products and different terms of their business, how they work in the field and

provide their services to their customers.

Commercial Bank of National Bank Ltd. These activities involve the following:

General Banking activities

Customer care service

Banks product and services

Accounting section’s operations etc.

But special emphasis is given on the Customer care services activities of the branch

In order to write this report I will work for three months as an intern in National Bank Limited (Banani - 11 Branch). I will also collect data from other sources related to my topic which is mentioned in methodology. It has become essential for every person to have some idea on the Bank Institutions and their financing procedure. As our educational system predominantly text based, inclusion of practical orientation program is an exception to the norm. From practical knowledge, we will be able to know real life situations and launch a career with some practical experience. My report topic has been selected as “Customer Satisfaction of National Bank Limited”

Objectives of the report:

The endeavor of this report is to endow me with valuable practical knowledge about

banking operations and activities and analyze the performance of the National Bank Ltd.

The objective of the study was to determine the customers’ perception about the service

quality of Customer care department of National Bank Ltd. It gave the management an

idea about the quality of the service that they are providing and will help them to make

decision to improve that.

Broad Objectives

To know the overall performance of Commercial Bank of National Bank Ltd.

To relate theoretical understanding with practical occurrence in several functions

of the bank.

To exhibit the activities of the Banking Services.

To be acquainted with how bank perform operations and activities as well

as get an overall idea of Service system of the National Bank Ltd. Ltd.

Specific Objective:

The main object in conducting this research report is to gain practical knowledge apart from institutional teaching and also to acquire knowledge about the existing banking system and practiced banking system in national Bank Limited. This study will be looking for the following objectives.

To know about the various aspects of customer services those are provided by National Bank Ltd.

Too see satisfactory level of customers about National Bank’s services.

To find out the principles, values, and its strategy of running business.

To get and insight into the history and operations of National Bank Limited.

To find out the underlying functions, roles and responsibilities of different divisions of national Bank Limited.

To analyze and evaluate the managerial performance of different divisions.

To figure out the responsibilities of a banker’s to the issue and lead bank in light of National Bank experiences.

To evaluate the market potentiality and competitive situation in the service market of Banker’s to the issue and lead Bank.

Finding out the weaknesses of their service.

Making the solutions that can remove those weaknesses.

Review of related literature:

Methodology

In order to make the report more meaningful and presentable, from two sources data and information have been collected. This are-

Data Collection

a) Primary sources b) Secondary sources

a) Primary sources of data including the following: Face to face conversation with the institutions officers and

staffs Direct conversation with the customer. Practical deskwork.

b) Secondary sources of data including the following:

Annual report of National Bank Limited Unpublished data from the organization Different publications of National Bank Limited Website. National Bank Limited Database

The exploratory survey reached perform with the respondent by door-to-door interview method where respondents go through a questionnaire survey by taking the help of respondents I constructed a very specific questionnaire that prepared with flexibility to make it unbiased and the survey questionnaire structured by both “open -ended” and “close –ended”. In this research a convenience sampling applied and may need judgmental sampling application in some condition. This collection information presented in a graphical percentage manner but in standard editing and coding system. For conducting the research, I took100 respondents as sample size.

1.4 Limitations of the Report

The study has been conducted to make an investigation of the bank's service oriented

activities; during carrying out the study in this field, some problems may be termed as

limitations of the study:

I got a short period of time to prepare the report

In bank all employees are too busy. It is tough to have a break from their tight

schedule

There are a lot of secret matters in the organization. As an intern the researcher

cannot reach to those secret topics.

Technological aspect: The report does not describe any technological aspect.

In some cases, up to date information were not published.

Lack of proper books, journals and other elements.

Sufficient records, publications facts and figure are not available, these hamper

the scope of real analysis.

Many procedural matters were written from our own observation, which may also

vary from person to person.

In spite of all the limitations I fully prepare the whole report while conducting the

study and making of it. It has managed to end up well. I believe that I have

prepared a quality report on the Customer care division of the system of the

National Bank Ltd.

2.3 Customer Satisfaction Level analysis

Besides every quality report some research or analysis is needed..I tried to analyze the

questionnaire through questionnaire and Graph in order to measure the over all service

condition delivered by the customer service of the bank. The methodology by which the

whole survey is analyzed was very simple and in some question I follow Likert Scale for

perfection of the analysis. I also tried to represent the questionnaire through Chart

Diagram. Basically I tried to formulate the questions such a way that the analysis can

show the over all service condition and the satisfaction level of the customers. The first

fourteen questions are actually about the overall performance of the customer care

Commercial Bank of National Bank Ltd.

1. The first question is ‘How did you come to know about National Bank Ltd.?

The sources are shown in the table:

Newspaper Staff of the Bank

Relatives Business Magazines

Others

14% 23% 10% 11% 42%

Table-1

So from this analysis I found that 42% people came to know about this bank from external source. The marketing structure of the National Bank Ltd. goes very defensive mode. Only 14% customers of 100 are concern about NBL by their publicity. So I think that the NBL should concentrate more on their advertising at different media.

Fig: Graphical Representation of Table-1

2. The second question of this part is why the customers maintaining accounts with National Bank Ltd.?

Better Customer Service

Trustful Than Other Bank

Good Liquidity Higher Interest Rate

Other Facility

55% 10% 3% 7% 25%

Table-2

From the table 2 I found that the customers are satisfied with the customer service of the National Bank Ltd.. For this basis they are maintained their accounts with this bank. But as an intern I found that some customers are not happy with the interest rate of the bank. If National Bank Ltd. upgrade all factors concerning the table then definitely deposit growth will take place rapidly.


3. The third questions of this part is, What types of account you are maintaining with this bank?

Saving Account Current Account

Fixed Account Foreign Account

Other Type of Account

42% 24% 20% 5% 9%

Table-3

Generally National Bank Ltd. is the renowned commercial bank in Bangladesh. The customers of this bank are mainly maintaining saving account for its smart interest rate and withdrawal facilities. But there are other customers like dealers; business person’s opens current account, fixed deposit and foreign accounts. Students can easily apply for foreign remittance with the help of the bank. So in this sense saving accounts are more famous for its customers.


4. The forth question is what are the services that customers enjoying from this bank?

Maintaining Deposit Account

Remittance Facilities

Corporate Banking Facilities

Personal loan and service

Other

65% 15% 10% 3% 7%

Table-4

Table shows that customers enjoy mostly by maintaining deposit accounts with the help of the customer care service. The success of the customer care service is better comparable to the other service provided by this bank. As an intern I found that remittance service is growing rapidly make its own customers. But people wants to get personal loans that NBL does not offer for all customers. The corporate client seems good position. So this bank should focus more through its customer care service.


5. The fifth question is what kind of service customer gets from customer care?

Excellent Good Average Satisfactory Dissatisfactory

45% 23% 8% 20% 4%

Table-5

This questionnaire is truly focused on customer care. So it is mandatory to know the satisfaction of its customers. Out of 100 people 45% people rate customer service excellent. The response is good enough to mention that National Bank Ltd. focuses that their interest is always their customers. Only 4% of 100 people shows dissatisfactory which NBL tries hardly to overcome.


6. The sixth question is what kind of service it provides than other Banks?

Very Good Good Average Bad Very Bad

32% 40% 15% 7% 2%

Table-6

Table shows that National Bank Ltd. service is Good compare to the other banks in Bangladesh. For wider service it increases its branches across the country. The newest facilities are added day by day with proper care. Most importantly National Bank Ltd. has its own corporate client which is very important now a day.


7. Do you think that the fees and service charges are high comparable than other bank?

Strongly Agree

Agree Neither Agree Nor Disagree

Disagree Strongly Disagree

6% 9% 10% 29 46%

Table-7

The service charges are low than other banks. Out of 100 only 46% person people believe that NBL cuts reasonable service charges compare to the other banks. Most importantly it sometimes allows minimum charges to its respective client. So though its service is excellent but its service charge is very low.


Question no 8 views of the customer about the behavior of the Customer Care?

Excellent Good Average Satisfactory Dissatisfactory

54% 25% 2% 13% 6%

Table-8

Out of 100 54% people believes that the behavior of customer care is excellent. It offers online banking facilities for its customers. Only 6% people are dissatisfied by the customer care for their internal purpose. But most important is that it lists all complain to its mind for furthus correction.


Question no 9 focuses to its customers that do they think National Bank Ltd. has a wonderful internal environment to deliver the customer service?

Strongly agree agree Neither agree nor disagree

disagree Strongly disagree

20% 60% 14% 5% 1%

Table-9

Although National Bank Ltd. concerns for its customers, it maintain a quality internal and external environment for its customers. The system is good. Always there is a friendly atmosphere is waiting for its customers.60% people agrees with this. The bank also tries to improve its Organizational behavior for the customers.


Question no 10 request the customer to give their view about problems and its

quickly resolving by the Customer service.

Strongly agree agree Neither agree nor disagree

Disagree Strongly disagree

30% 51% 6% 11% 2%

Table-10

Table no 10 shows that out of 100, 30% people strongly and 51% is agree that their problems are quickly resolved by the customer service of National Bank Ltd.. Daily problems are resolved quickly by this department.Though it has different work loads and work activities, it offers supreme services to the customers.


Question no 11 inquire the customer that how satisfied are they with the service of the

ATM service?

Strongly Satisfied

Satisfied Neither satisfied nor dissatisfied

Dissatisfied Strongly dissatisfied

9% 38% 2% 49% 2%

Table-11

The only preferable problem in the customer care is The ATM service. The customers are not truly satisfied with their ATM card service. In Gulshan branch I have discussed with customers who are dissatisfied and they told me that they found most of the time the ATM machine is out of order and limited to different area. But important factor is that it tries to improve vast ATM service to its customers.


Question no 12 wants from the customers about their rating for the customer

service of this Bank?

Very good Good Neither good nor poor

poor Very poor

75% 13% 7% 4% 1%

Table-12

Out of 100 people 75% rates very good service and only 5% rates poor. The success of

this bank seems strong in respect to its customer service. It offers various services to its

different customers and all kinds are well customized for the people. The client who are

newcomers can easily choose their preferable service. The maximum success for the

customer care is because of this.


Question no 13 focused the customers need about further improvement of the customer

care.

Strongly Agree Agree Neither Agree nor disagree

Disagree Strongly Disagree

11% 51% 15% 20% 3%

Table-14

Table shows that 51% people wants to improve its customer care with multi dimensional

activies.Now a days customers wants more services with security. National Bank Ltd.

provides excellent services to its customers. The clients want to make more account with

this bank for various purposes. So customers care should come with new features and

new multidimensional products and give improved services.


Findings

While doing my Internship Program I could find some problems faced by the

customers.

In case of National Bank Ltd. Limited, the customer information quality is not

satisfactory enough according to the perceptions of the customers. Lack of

information about the Customer banking Services, customer usually have to face

hesitation for the right information for the right authorized officer.

The accounting system of general banking is not that much efficient and too show

server to work.

In case of making of voucher, officer has found that sometimes they mistake on

proper voucher writing and the proper amount.

National Bank Ltd. partially automate their operations, so many works are still

done by manually. On the other hand, most of the banks automate whole

activities, which make their work easier and faster.

Some customers do not understand how to fill up the account’s opening form.

Refusing to provide introducer or photo for opening accounts.

Cheques, deposit slips are not written properly and for that reason it is quite

frequently seen that these instruments are been returned from the clearing

house.

Some customers are not interested or not able to write D.D., T.T., pay order

voucher. And they also don’t know that Bank must cut some commissions

while issuing the DD, PO, TT, etc.

Sometime customers miss behave with the employees and stuffs

Lack of education and of adequate knowledge of general banking peoples in

our country are not interested in involving Bank activities.

Customers are not satisfied with the ATM services of the Bank. Most of the

cases the machine is out of order and the technicians are not available.

Recommendation:

Recommendation of these report has been made on basis of the research findings of the overall banking of national bank limited. with my little experience in bank, I observed and find out some aspect of their banking. On the basis of my observation I would like to recommend the following recommendation:

Management should focus more on quick service, empathy, duration of loan repayment, card issues and loan processing time to ensure overall customer satisfaction, as this has been statistically proven.

The bank has to increase their advertisement and also increase their social activities.

They have to go with the people’s needs and demands. They have to explore their

name to the people that every one can know about National Bank Ltd..

In this time there is so much competition between each other that a single step can

change the all direction. Today’s people are very much willing to do banking, which

one is near to them. So if the number of branches will not increases than it can lose

the customer.

Continuous monitoring & evaluation on application of internal & external control

system, audit policy, policy of financial risks, existing rules & regulation (internal &

external), and International Financial Reporting Standards (IFRSs) and Bangladesh

Bank relevant circulars have been followed.

Banking is a service-oriented marketing. Its business profit depends on its service

quality. That’s why the authority always should be aware about their service quality.

Employees must give individual attention to consumer and efficiency should be

ensured.

Customer service should be pleasant and prompt.

Speed in general banking activities and made quick

Product of General banking activities should be increased and customized with

customer’s preference.

More officer need to be employed

NBL management should be aware of factors such as cash or cheque deposit, pay

order or DD and saving interest rate which have negative influence on overall

customer satisfaction as they are essential elements.

NBL can purpose to government high officials and can make a better relationship

with them to get government find in order to keep cost of fund low.

NBL management may invest more in interest sensitive asset by taking deposit of

short term and lend for long to reduce gap between its interest ate sensitive assets

and interest rate sensitive liabilities.

NBL can upgrade the interest rate to their existing depositor and can reduce the

interest rate of loans advanced for their existing valued client

The bank should adopt more technological devices to provide better services

Need to increase the number of ATM booths.

Conclusion:

National bank limited has positive image itself as the local banks among third

generation bank. National bank limited is committed to keep up its promise to provide

cordial services in baking to its valued customers. NBL management has always put

special effort to uphold the interest and trust of their customers. NBL is initiating new

products and concentrating on the consumer demand that is drawing a difference

between NBL with other third-generation banks.

This research has provided some interesting insight into what kind of service the

customers give importance to and what quality they get from NBL. It is quit obvious

from the research that the customers requirements are not fully met and they are very

dissatisfied with some of the aspects of the bank (loan interest rate, different service

charges, convenience location, organized processing etc.) again the research relevant

that only one third of customers where more of less satisfied with the services of the

bank and more than half of the respondents were on the neutral side of satisfaction

line. NBL should attract this half and bring then to the positive side of the road so that

strong relationship with the customers can be maintained.

In order to retain competitive edge, investment in technology is always a top arenda

and under constant focus. Keeping the network with in a reasonable limit, NBL

strategy is to serve the customers through capacity buildings across multi delivery

channels. They are better placed and poised to take customers through fast changing

times and enable them compete more effectively in the market they operate.

The main purpose of this report is to study “Customer Satisfaction Of National Bank

Limited” considering all the attributes which influence customers should be more

effective for them. Due to the significantly important of those factors they can

compete in the market in the near future.

Reference/Bibliography

National Bank Limited (NBL)’s Brochures, Leaflets and Operational Manual.

Commercial Bank Management(5th Edition) Peter Rose

Research Methodology(2nd Edition) C. R. Kothari

Annual Report of National Bank Limited (NBL) Year-2009& year 2010

Web Site of National Bank Limited (NBL)www.nationalbankltd.com

Managing Core Risks in Banking Credit Risk Management Bangladesh Bank

Reports on Banks

http://www.nationalbankltd.com/

AAPPENDIXPPENDIXQQUESTIONNAIREUESTIONNAIRE

Dear Respondent, I am a student of American International University - Bangladesh. I am

going to Analyze the Customer Satisfaction of National Bank Limited. This study is only

for use of my academic purpose and the provided information will be treated

confidentially. Thank you in advance for your kind cooperation.

Please read the questions carefully and just put a tick ( √ ) in the respective answer and kindly give your judgments where necessary.

1. How do u come to know about National Bank Limited?

a. Newspapers

b. Staff of the

c. Relatives

d. Business magazines

c. Others

2. Why the customers maintaining accounts with National Bank?

a. Better customer service

b. Trustful than other banks

c. Good liquidity

d. Higher interest rate

e. Other facility

3. What types of account you are maintaining with this bank?

a. Saving account

b. current account

c. fixed account

d. Foreign account

e. Other type of account

4. What are the service that customers enjoying from this bank?

a. Maintaining deposit account

b. Remittance facilities

c. Corporate banking facilities

d. Personal loan and service

e. Others.

5. What kind of service customers get from customer care?

a. Excellent

b. Good

c. Average

d. Satisfactory

e. Dissatisfactory.

6. What kind of service it provide than other banks?

a. Very good

b. Good

c. Average

d. Bad

e. Very bad 7. Do you think that the fees and service charges are high comparable than other banks?

a. Strongly agree

b. Agree

c. Neither agrees Nor disagrees

d. Disagree

e. Strongly Disagree

8. Views of the customer about the behavior of the customer care?

a. Excellent

b. Good

c. Average

d. Satisfactory

e. Dissatisfactory.

9. Focuses to its customer that do they think National Bank Ltd has a wonderful international environment to deliver the customer service?

a. Strongly agree

b. Agree

c. Neither agree Nor disagree

d. Disagree

e. strongly disagree

10. Request the customer to give their view about problems and its quickly resolving by the customer service?

a. Strongly agree

b. Agree

c. Neither agree Nor disagree

d. Disagree

e. Strongly disagree

11. Inquire the customer that how satisfied are they with the service of the ATM service?

a. Strongly satisfied

b. satisfied

c. Neither satisfied Nor satisfied

d. Dissatisfied

e. Strongly dissatisfied.

12. Wants from the customers about their rating for the customer service of this bank?

a. Very good

b. Good

c. Neither good Nor poor

d. Poor

e. Very poor.

13. Focused the customers need about further improvement of the customer care?

a. Strongly agree

b. Agree

c. Neither agree Nor agree

d. Disagree

e. Strongly disagree.