internship report on Relationship between NBL & its corporate clients

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

supervisor Partha Prasad Chowdhury for assigning me the project and for all his kind support to

accomplish it. The project intends to develop a report on the “Relationship between National

Bank ltd & its corporate client”.

I would like to thank to my honorable supervisor, Partha Prasad Chowdhury, Lecturer in the

Faculty of Business Administration, American international University of Bangladesh who had

given me the opportunity in preparing this report and heartiest guidance time to time he had

provided to me. His keen in interest that the field of “Relationship between a bank & its coporate

client” has encouraged me to carry out my internship report on National Bank ltd. His constant

supervision,constructive criticism, valuable advice , scholarly guidance and suggestion at all

stages of my work have made it possible to complete this internship report.

I am also like to thank in NBL employees,especially Mr. Abu Md. Wasim Nur (Senior Executive

Officer), Mr.Zubair Hossain(Senior Executive Officer), Ranjit Kumar(Principal Officer),

Mr. Mohammad Adnan Bin Bashir(Officer), Mr Khabir Ahmed(Officer),

Mr. Wahiduzzaman(Officer), Ms. Nurun Nahar(Senior Officer),They have given their valuable

time and suggestion to me & for their co-operation I have got learn about National Bank

Limited.

Finally, I would like to thank the entire faculty members, officials and classmates of mine who

have always supportive to me.

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Table of Content

PART 1: ORGANIZATIONAL PROFILE

SL No. Topics Page

No.

1.0 Organizational Overview: 06

1.1 An overview of the National Bank Limited (NBL) 06

1.2 Mission 07

1.3 Vision 07

1.4 Value of NBL 07-08

1.5 Corporate Clients Service Provides by NBL & List of the Corporate Clients 09-11

1.6 Product Offerings of NBL for the Corporate Clients 11-18

PART II: PROJECT PART

SL No. Topics Page No.

2

2.0 Introduction to the study: 20

2.1 Introduction 20

2.2 Rationale of the study 20-21

2.3 Statement of the problems 21-22

2.4 Scope & Delimitation of the study 22-23

2.5 Objectives of the report 24

3.0 Literature review 25-26

4.0 Methodology 27-28

5.0 Data analysis & interpretation 29-45

6.0 Findings 46

7.0 Recommendations 47

8.0 Concluding remarks: 48

8.1 Conclusion 48-49

8.2 Limitations of the Report 49

9.0 Reference 50

10 Appendix (Survey analysis) 51-55

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Executive Summary

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

understanding of Corporate client’s perception and attitude regarding the performance of the

corporate client’s service department in a bank. In this report I have chosen to evaluate the level

of Corporate client relationship/satisfaction between National Bank Limited, Dilkusha Branch.

Marketing scope in banking sector should be considered under the service marketing framework.

Performed marketing strategy is the case which is determination of the place of financial

institutions on corporate clients mind.

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

Corporate client’s satisfaction between National Bank Limited, Dilkusha Branch. The key

service features required to develop good relationship with the corporate clients & NBL. To

identify/check the short comings of the service offering that NBL for providing necessary

suggestions.

Based on a survey of NBL(National Bank ltd.),at Dilkusha branch’s corporate clients in

Bangladesh, the impact of satisfaction, trust & the use of electronic banking on commitment

towards NBL is investigated. It is found that trust is the key factor influencing the acceptance of

electronic banking. Perceived Corporate client’s satisfaction with the bank only impacted

indirectly on the adoption of electronic banking. The cumulative effects of Corporate Clients

relationship are found to have a positive impact on trust directed towards this bank & this’s

greatly impacted on the propensity to use electronic banking. Corporate client’s satisfaction, trust

& the use of electronic banking are found to have a positive impact on the corporate clients

commitment towards this bank.

I have 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

4

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

from the survey questionnaires.

PART 1: ORGANIZATIONAL PROFILE

5

1.0 ORGANIZATIONAL OVERVIEW

1.1 An overview of the National Bank Limited (NBL):

National bank Ltd is the first private sector commercial bank of Bangladesh, fully owned by

local entrepreneurs. NBL has started from 23 march 1983. The board of directors of this bank

consists of nice 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 156 branches

in the inland areas. 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 emigrants in USA, UK ,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 type 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 condition of the farmers the northern region of the

country. Establishment of NBL foundation, which operates National Bank Public School and

college 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.

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1.2 Mission

NBL 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 unchanged

manner. Beside, NBL 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 levels. 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 clientele services in line with national and international

requirements is the desired goal NBL want to reach.

1.3 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.

1.4 Value of NBL

NBL’s core values consist of 7 key elements. These values bind our people together with an

emphasis that our people are essential to everything being done in the bank.

In serving corporate clients

Corporate client-first

Quality focus

Credibility and secrecy

Integrity

NBL protects and safeguard all corporate client information.

NBL treats everyone in an equitable and consistent manner.

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NBL creates an environment, which earns and maintains corporate client trust.

Open communication

NBL builds corporate clients relationship based on integrity and respect.

NBL offers a full line of products and excellent services.

NBL is committed to the prosperity of the corporate clients and shareholders.

Performance driven

In NBL, corporate clients 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.

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1.5 Corporate Clients Service Provides by NBL & List of the Corporate Clients

Corporate clients service is provided by NBL may be grossly categorized into deposit services,

and credit services. It generally means taking deposit on money from corporate clients, giving

loans and advances to the corporate clients. These activities require an arrangement of service

process. Branch expansion, Survey of environment, location of deposit potential, identification

of credit needs and collect information about target markets. National Bank Limited (NBL)

recognizes that a productive and motivated Work force is a prerequisite to leadership with its

Corporate clients, its Shareholders and in the Market it serves.

In serving the NBL

Loyalty

Total commitment and dedication

Excellence through teamwork

NBL experiences in handling Corporate Banking business covers a wide span of businesses and

industries. It can control on NBL expertise in the following sectors particularly:

Telecom, Media and Technology,

Textile, Ready Made Garments,

Edible Oil, Consumer and Diversified Industries,

Shipping, Ship Breaking, Steel and Engineering,

Energy, Chemicals and Pharmaceuticals,

Cement and Construction,

Financial Institutions.

9

Familiar Relationship between Corporate Clients & NBL

Company name Account type

Ast Bevarage Current Deposit(CD)

Eastern Cement ltd. Current Deposit(CD)

Uttara Knitwears ltd. SND(Special Notice Deposit)

Dhaka Bank ltd. SND(Special Notice Deposit)

Grameen phone ltd. FDR(Fixed Deposit Reciept)

Metlife Alico SND(Special Notice Deposit)

Huda Builders & Engineers Loan General(LT)

Mousumi Industries ltd. Secured Overdraft(SOD)

Hascot Builders ltd. Cash Credit(CC)

Living Plus ltd. Loan AG. Trust Receipt(LTR)

M.N Hallick & Company L/Doc. Bills Purchase(LDBP)

Dekko Garments Packing Credit

Aman Spining Packing Credit

Desh Garments ltd. Back to Back L/C

ABA Garments ltd. Packing Credit

Concord Garments ltd. Back to Back L/C

10

Not only above but also so many different sector’s corporate clients, that NBL provide services

by depositing their money & payment them interest, loan& advance as per Bangladesh Bank

rules. So many Banks also follow this rule that provide by Bangladesh Bank. But in here,

exception is that NBL cutoff tax as little bit amount, where the another bank does not do this.

That’s why huge response that NBL gets in every year not only from corporate clients but also

general corporate client keeps their deposit & takes different loan as per their ability.

Corporate client’s services generally means taking deposit on money from corporate clients,

giving loans and advances to the corporate clients, take deposit, give foreign remittance facility

etc. These activities require an arrangement of service process. Branch expansion, 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 corporate clients

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.

Like some other Banks national bank Limited (NBL) has also some Services that it provides its

potential corporate clients. National Bank Limited usually provides two types of services:

1.6 Product Offerings of NBL for the Corporate Clients

Corporate matter 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:

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NBL is recognized as the good financial institution in corporate matter services sector in our

country. Its professional management team collects to the need of its clients and provides them

with a wide range of financial services.

Institutional Banking service:

The institutional service are 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 especially 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 service opportunities.

Personal banking service:

Deposit services:

Current Deposit:

National Bank Limited offers corporate clients current deposit facility for day-to-day business

transaction without any restriction.

Services

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No hidden costs for the clients.

Standing Instruction Arrangement are available for operating account.

Easy access to other facilities.

Term deposit:

Special Notice Deposit:

National Bank Limited offers interest on corporate clients special notice deposit account and

gives facility to withdraw money any time.

Services

If anyone can’t to understand any matter then the experienced employee helps to

them.

Well trainer employee also help for corporate clients about accounts opening, operating

matter.

Giving them valuable upgrading information

Fixed Deposit:

National Bank Limited offers fixed term savings that will scale up the savings amount with the

time.

Services

Premature encashment facility is available.

Overdraft facility available against term receipt.

secured credit card facility.

multiple currencies and durations to find a Fixed deposit.

give as peace of mind, while clients watch their money grow

13

Loans and Advances:

Loans and advances are 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.

Cash credit(CC):

cash credit is one kind of credit facilities to the corporate clients. CC is fully continuous loan.

Generally this loan is issued as providing to see the condition of asset or liabilities of a client

business.

Services:

can convert the available credit limit into instant cash or transfer the outstanding balance

from other credit cards to the NBL credit card account.

Enjoy interest-free throughout the full repayment period

Overdraft

NBL offers overdraft facility for corporate clients for day-to day business operations .

Services

Low charges in overdraft account maintenance.

Facility is available against deposit receipt or mortgage property.

interest rate 13-16%.

Small Medium Enterprise Loan

NBL offers financial support to small businessmen/enterprise with new products named "Festival

Small Business Loan" and "NBL Small Business Loan" has been introduced in the Bank. The

trade development services that banks offer to their midsized or large companies are difficult to

offer for SME clients, as their number is too large and their needs even wider.

14

Services

can find country profiles, market surveys, detailed import export flows, customs

duties, shipment documents, etc.

Corporate Credit Loan

NBL offers consumer credit facility for retail corporate clients. Financing items- Electronics

consumer products, Computer or Computer accessories.

Services

Fast processing.

Competitive interest rate.

No application or processing fee.

Invest for future growth

Eliminate rent payments

Reduce current mortgage payments

Easy monthly installment.

Other services:

Trade services

NBL provides comprehensive banking services to all. types of commercial concerns such as in

the industrial sector for export-import purpose as working capital, packing credit, trade service,

Issuance of Import L/Cs, Advising and confirming Export L/Cs. - Bonds and Guarantees .

Services

Minimum processing time.

Low service charges.

SWIFT services

NBL is one of the first few Bangladeshi banks to obtain membership of swift (Society for

Worldwide Interbank Financial Telecommunication). SWIFT is a members owned cooperative

15

which a first and accurate communication network for 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 10,000 user institution all over the world.

Services

cash and treasury management messaging

valuable integration expertise to corporate clients around the world

Utility Bill Payments:

National Bank Limited (NBL) offers Multi-mode utility bill payment facility for its client’s

weather it is cellular phone bill, telephone Bill, Electricity Bill or water bills of them. It is also

possible for the NBL Corporate clients to make utility bill payment by using E-cash ATM

service.

Services

No interest charges

Secure online transactions

Innovate and market demanding service plans

Monitor dealer performance

Provides 360 degree subscriber view

International trade and foreign Exchange:

National bank Limited (NBL) provides foreign exchange transaction facilities to its corporate

clients. When anyone goes 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).These offices are the focal

point for processing Import and Export transactions for both small and large Corporation

Corporate clients.

Services

international payments

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purchase or sale of foreign and local currency in stay residents and non-

residents.

Safe deposit lockers:

The corporate client can 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 clients from Saturday ttoThursday (from 10:00 am to 4:00 pm).

Services

to give our clients peace of mind

knowing that their valuables are safe & secure

Documentary credit:

Having a worldwide network of correspondents and team of experienced trade professionals.

NBL 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. NBL 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.

Services

Opening, Straightening, Confirmation, Transfer the letter of credit;

Insurance Cover services:

National Bank Limited (NBL)’s trade professional assist the corporate clients 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.

17

Services

Providing with a low cost, comprehensive health insurance policy that designed

specifically for the business

innovative underwriting, and competitive pricing for their clients

Upcoming service:

Business Loan

NBL offers Business loan facility for purchasing flats or construction of house for the corporate

clients business purposes.

Services

Grace period available up to 9 months in flat purchase or 12 months in construction.

Competitive interest rate.

No application or processing fee.

Lease services

NBL offers lease services for acquiring of capital Machineries equipment and other items. The

scheme is flexible and can provide full funding for a business venture. The servicing scheme of

the bank is simple, convenient and is backed by prompt service from a team of dedicated

personnel .

Services:

Competitive monthly rental.

Tax benefit.

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Fast processing.

Easy handover after leasing period.

PART II: PROJECT PART

19

2.0 INTRODUCTION TO THE STUDY

2.1 Introduction

Marketing scope in banking sector should be considered under the service marketing framework.

Performed marketing strategy is the case which is determination of the place of financial

institutions on corporate clients’ mind. Bank marketing does not only include service selling of

the bank but also is the function which gets personality and image for bank on its corporate

client’s mind.

2.2 Rational of the Study

National Bank Limited is one of the most renowned private commercial bank in Bangladesh.

The report entitled “Relationship between NBL & its corporate clients” has been prepared as a

partial fulfillment of MBA program Faculty of Business administration, American International

University Bangladesh (AIUB) . In Today’s world only academic education does not make a

student perfect to become competitive with the outside world. Internship is highly needed to gain

idea, knowledge and practical experience.

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

period.

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I chose the topic to find out the corporate client’s satisfaction level

between the organization.

To find out what type of facility the corporate client demand & 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.

2.3 Statement of the Problem

Problems from the Corporate client’s point of view

ATM is the most widely used in other banks in our country. However, the

numbers of ATM booth are so 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 NBL.

Problems from employee point of view:

Delay in loan processing system

Slow criteria of employee motivation

NBL web site does not give the all information for the employee

Service time is limited

21

The problem of NBL 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 that is service big problem to the client.

Sometimes corporate client 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 corporate clients do not

contact within the specified.

2.4 Scope and Delimitation of the Report

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 institution and I have known their products

and different terms of their business, how they work in the field and provide their services to

their corporate clients.

Commercial Bank of National Bank Ltd. These activities involve:

General Banking activities

Corporate client care service

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Banks product and services

But special emphasis is given on the Corporate client care activities of the branch

In order to write this report I will work for 2 months as an intern in National Bank Limited

(Dilkusha 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. As our educational system predominantly text based, inclusion of practical

orientation program is an exception to the norm. From practical knowledge, we’ll be able to

know real life situations and launch a career with some practical experience. My report topic has

been selected as “Relationship between NBL & its corporate clients”

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 corporate clients- 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, clearing, loan and advance,

Import & Export etc. in this report “Relationship between NBL & its corporate clients” I’ll

focus on how &corporate client positive relation with this bank. Since they are standing at good

position among the private banks, their 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.

Corporate Clients relationship between the bank are internal environment of the branch, various

schemes offered, location, attitude of officers, query handling, prompt service delivery, various

charges, interest rate, networking and so on. The study shows that most of the corporate clients

are satisfied with the services of the bank but there are some dissatisfying factors which are

inflexibility in credit sanctioning facility, higher interest rate, inadequate e-banking facilities and

so on. In these circumstances, to better satisfy corporate clients the branch should be more

flexible in giving loans, charge reasonable interest rate, and can undertake some promotional

measures to make corporate clients aware of the services.

As I am directly in touch with corporate clients, the report will deal with the service quality and

corporate client’s positive relation with National Bank Limited. A survey will be conducted on

the corporate clients of National Bank Limited. The objective of this report will be to determine

23

to how well National Bank Limited is satisfying the corporate clients on different service

grounds. Various important issues of corporate clients satisfaction will be presented in 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 corporate clients expectations and also to solve the

existing problems in the whole organizational level.

2.5 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 corporate clients’ perception about the service quality of

Corporate client 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.

To identify the key service features required to develop good relationship with the

corporate clients.

To identify/check the short comings of the service offering that NBL for providing

necessary suggestions.

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3.0 LITERATURE REVIEW

The impact of market conditions corporate clients always wants to take more profit ,well interest

rate from their deposit, They takes loan if they show well deposit in the same bank. NBL

(Dilkusha Branch) keeps all the criteria for their client. From 1983 to Present different sectors

client NBL performs so nice servicing policy. For this reason, client numbers of NBL is

increasing day by day. NBL (Dilkusha Branch) is a large size of bank. So different department

has there. Experienced employee stays for servicing purposes. There has no chance to negative

impact for the corporate clients.

Always DMD of NBL (Dilkusha) stay for searching new client though stay the existing

corporate clients. Deposit, Loan, L/C opening information gets the corporate clients so easy way

by the experienced employee. So, NBL (Dilkusha Branch) obviously creates positive or good

relationship between the corporate clients.

In this bank, there are so many service features for the corporate clients. They keeps their

deposit(SND,CD,FDR).They take loan(SOD,CC,SME).For L/C opening they take the services

are-(Back to back L/C,Packing credit).

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In NBL (Dilkusha branch) for the corporate client service is the service provided in support of a

Core Product. Corporate client service most often includes answering question, taking orders,

dealing with billing issue, handling complaints and perhaps scheduling maintenance.

Corporate client service occurs on site or it can occur over the phone or via the internet. NBL

operates corporate client service call centers, often staffed around the clock. Typically there is no

charge for corporate client Service.

Corporate client service quality is essential to build Corporate client relationships, that is

performed by the NBL successfully because no extra charge when they draw money, internal

environment is so nice to sit for the corporate clients.

The success of Corporate client service is the Corporate client’s satisfaction that handle as

strictly by NBL employee. A Corporate client might experience various degree of satisfaction

because experienced NBL employee always ready for every moment.

NBL emphasizes attentiveness and promptness in dealing with Corporate client request,

question, complaints, and problems.

Responsiveness is communicated on corporate client by the length of time they have to wait for

assistance, answer to question, or attention to problems, that NBL performs nicely.

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4.0 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 corporate client.

Practical deskwork.

b) Secondary sources of data including the following:

Annual report of National Bank Limited

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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 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 took 100 respondents as sample size.

Corporate client’s satisfaction Level analysis

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

questionnaire and Graph in order to measure the overall service condition delivered by the

Corporate client service between the bank. The methodology by which the whole survey is

analyzed was very simple and in some question I follow the Scale for perfection of the analysis.

I also tried to represent the questionnaire through (Pie ,column) Diagram. Basically I tried to

formulate the questions such a way that the analysis can show the overall service condition and

the satisfaction level of the corporate clients. 15 questions are actually about the Relationship

between the Corporate clients care that serves by NBL.

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5.0 DATA ANALYSIS & INTERPRETATION

1. 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%

corporate clients of 100% are concern about NBL by their publicity. So I think that the NBL

should concentrate more on their advertising at different media.

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Fig: Graphical Representation of Table-1

2. Why the corporate clients maintaining accounts with National Bank Ltd.?

Better Corporate client Service

Trustful Than Other Bank

Good Liquidity Higher Interest Rate

Other Facility

55% 10% 3% 7% 25%

Table-2

I found that the corporate clients are satisfied with the Corporate client 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 corporate clients 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.

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

Current deposit

Fixed deposit SND Foreign deposit

Other Type of deposit

30% 20% 33% 10% 7%

Table-3

Generally National Bank Ltd. is the renowned commercial bank in Bangladesh. The corporate

clients of this bank are mainly maintaining 33% SND(Special Notice Deposit) for its smart

interest rate. Moreover, corporate clients 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 corporate clients.

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4. what are the services that corporate clients 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 corporate clients enjoy mostly by maintaining deposit accounts with the help of

the corporate client care service. The success of the corporate client 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 corporate clients. But people wants to get personal loans

that NBL does not offer for all corporate clients. The corporate client seems good position. So

this bank should be focus more through its corporate client care service.

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5. What kind of services get from corporate client care?

Excellent Good Average Satisfactory Dissatisfactory45% 23% 8% 20% 4%

Table-5

This questionnaire is truly focused on corporate client care. So it is mandatory to know the

satisfaction of its corporate clients. Out of 100% people, 45% people rate Corporate client

service excellent. The response is good enough to mention that National Bank Ltd. focuses that

their interest is always their corporate clients. Only 4% of 100% people shows dissatisfactory

which NBL tries hardly to overcome.

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6. What kind of service it provides than other Banks?

Very Good Good Average Bad Very Bad32% 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.

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7. Do corporate client 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.

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8. Views of the corporate client about the behavior of the Corporate client Care?

Excellent Good Average Satisfactory Dissatisfactory54% 25% 2% 13% 6%

Table-8

Out of 100% , The 54% people believes that the behavior of corporate client care is excellent. It

offers online banking facilities for its corporate clients. Only 6% people are dissatisfied by the

corporate client care for their internal purpose. But most important is that it lists all complain to

its mind for furthers correction.

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9. Focuses to its corporate clients that do they think National Bank Ltd. has a wonderful internal

environment to deliver the corporate client 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 corporate clients, it maintain a quality internal and

external environment for its corporate clients. The system is good. Always there is a friendly

atmosphere is waiting for its corporate clients.60% people agrees with this. The bank also tries to

improve its Organizational behavior for the corporate clients.

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10. Request the corporate client to give their view about problems and its quickly resolving by

the Corporate client care service.

Strongly agree agree Neither agree nor disagree

Disagree Strongly disagree

30% 51% 6% 11% 2%

Table-10

Table shows that out of 100%, 30% people strongly and 51% is agree that their problems are

quickly resolved by the Corporate client service of National Bank Ltd.. Daily problems are

resolved quickly by this department. Though it has different workloads and work activities, it

offers supreme services to the corporate clients.

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11. Inquire the corporate client 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 corporate client care is the ATM service. The corporate

clients are not truly satisfied with their ATM card service. In Dilkusha branch I have discussed

with corporate clients 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 corporate clients.

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12. How the corporate clients about their rating for the Corporate client 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 & very poor). The

success of this bank seems strong in respect to its corporate client service. It offers various

services to its different corporate clients 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 corporate client care is because of this.

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13. Is Focused the corporate clients need about further improvement of the corporate client

care?

Strongly Agree Agree Neither Agree nor disagree

Disagree Strongly Disagree

11% 51% 15% 20% 3%

Table-13

Table shows that 51% people wants to improve its corporate client care with multidimensional

activities. Now- a- days corporate clients wants more services with security. National Bank Ltd.

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

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

multidimensional products and give improved services.

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14. How the service features that create positive relationship between corporate client & NBL?

Strongly Agree Agree Neutral Disagree Strongly disagree

40% 30% 15% 10% 5%

Table-14

Table shows that 40% says that strongly agree that has positive relationship between corporate

client & NBL. Because service that provides for corporate client is better than previous one.

Every time it creates upgrading for the client. How client can get help that NBL always find out.

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15. Has some problem of servicing,NBL need to take suggestion from corporate client?

Strongly Agree Agree Neutral Disagree Strongly disagree

40% 15% 17% 19% 8%

Table-15

Table shows that 40% strongly agree that NBL need to Know & to take some suggestion from

the corporate clients. It may be sitting arrangement, may be service new features.


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SWOT Analysis of NBL

The abbreviation for SWOT stands for:

Strength

Weakness

Opportunity

Threat

The SWOT analysis comprises of the organization’s internal strength and weakness, 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:

NBL has a qualified, experienced and dedicated human resources

NBL has the reputation has being the provider of good quality service to its potential

corporate client

Satisfactory business growth

Nice service features for corporate clients

Weaknesses of the National Bank Limited (NBL)

Dependent of fixed deposits

Moderate risk management system

Limited branch network

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ATM servicing is not in vast area basis

Not in vast position as online banking

No mobile banking

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 dual currency

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

Market pressure for increasing the SLR

Rate war with Sonali, IFIC, Uttara, and bank Asia resulting in lower exchange again.

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6.0 FINDINGS

While I am doing my Internship Program I had found out some problems faced by the

corporate clients.

Sometimes, Lack of information about the Corporate client banking Services,

corporate client usually have to face hesitation for the right information for the right

authorized officer.

Too slow server to work.

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.

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Refusing to provide introducer or photo for opening accounts, which is not

showed be done for the client.

Sometime corporate clients miss behave with the employees and stuffs but should

be proved that NBL was right.

Corporate clients 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.

Sometimes time not fixed for the client to take loan, deposit or take interest

which makes the corporate client fully hesitate.

For L/C opening sometimes create long time for not proper giving service to the

client

In cash counter receive & payment area of Dilkusha branch creates crowd for the

honorable corporate clients.

7.0 RECOMMENDATIONS

Recommendation of these report has been made on basis of the research findings of servicing

for the corporate client from National Bank Limited. With my little experience in bank, I have

observed and found out some aspect of their banking. On the basis of my observation I 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 corporate

client’s satisfaction, as this has been statistically proven.

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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.

Speed in servicing activities must be quick

The bank should adopt more technological devices to provide better services

Need to increase the number of ATM booths.

Online banking must be introduced for the client as vast area basis.

Retain & attract to the corporate client by servicing exist product & also

upgrading product, build positive relationship with the corporate client by

servicing that product’s information well to them.

To inform the client why NBL is the best bank for servicing activities than the

other banks, this activities must be done by the experienced employee in NBL.

8.0 CONCLUDING REMARKS

8.1 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 corporate clients. NBL management has always put special effort to

uphold the interest and trust of their corporate clients. NBL is initiating new products and

concentrating on the consumer demand that is drawing a difference between NBL with other

banks.

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

corporate clients give importance to and what quality they get from NBL. It is quite obvious

from the research that the corporate clients 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 corporate clients 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

corporate clients can be maintained.

In order to retain competitive edge, investment in technology is always a top level and under

constant focus. Keeping the network within a reasonable limit, NBL strategy is to serve the

corporate clients through capacity buildings across multi delivery channels. They are better

placed and poised to take corporate clients through fast changing times and enable them

compete more effectively in the market they operate.

The main purpose of this report is to study “Relationship between NBL & its corporate

clients” considering all the attributes which influence corporate clients should be more

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

market in the near future. In the servicing care unit which has some problem of NBL, must

be taken good care for retain & attract to the corporate clients.

8.2 Limitations of the Report

The report 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:

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

schedule & get some information

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

cannot reach to those secret topics. But only I have shown some familiar

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companies name in this report, those are positively get better service from the

NBL.

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

Corporate client care division of the system of the National Bank Ltd.

9.0 REFERENCES

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

Web site of: www.scibd.com

Annual Report of National Bank Limited (NBL): Year (2010 & 2011)

Commercial Bank Management: Peter Rose(5th Edition)

50

http://www.nblbd.com/

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

http://www.Foregin exchange operation.bd.Com (Time: Whenever data are needed)

Web site of: http://www.docstoc.com

Web site of: http://www.opf.slu.cz

Capon, Noel and Rashi Glazer (1987), "Marketing and Technology: A Strategic Co

alignment," Journal of Marketing, 51 (July), 1-14

10 APPENDIX (SURVEY ANALYSIS)

Questionnaire:

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

to analyze “Relationship between NBL & its corporate clients”. 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.

51

http://www.opf.slu.cz/

http://www.docstoc.com/

Please read the questions carefully and just put a tick ( √ ) in the respective answer and kindly

give your judgments where necessary.

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

A. Newspapers B. Staff of the C. Relatives D. Business magazines C. Others

2. Why the corporate clients deposit, take loan, maintain foreign trade between National Bank?

A. Better client 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. FDR B. SND C. Current deposit D. Others

4. What are the service that corporate clients 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 corporate clients get from client care?

A. Excellent B. Good C. Average D. Satisfactory E. Dissatisfactory.

6. What kind of service better that 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 client about the behavior of the client care?

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A. Excellent B. Good C. Average D. Satisfactory E. Dissatisfactory.

9. What Focuses to its client that do they think National Bank Ltd has a wonderful international

environment to deliver the client service?

A. Strongly agree B. Agree C. Neither agree Nor disagree D. Disagree E. strongly disagree

10.Has any request to client to give their view about problems and its quickly resolving by the

client service?

A. Strongly agree B. Agree C. Neither agree Nor disagree D. Disagree E. Strongly disagree

11. How the corporate clients about their rating for the Corporate client service of this bank?

A. Very good B. Good C. Neither good Nor poor D. Poor E. Very poor.

12. What the Focuses to corporate clients need about further improvement of the client care?

A.Strongly agree B. Agree C. Neither agree Nor agree D. Disagree E. Strongly disagree

13. Corporate Clients are satisfied about NBL banking services?

A. Strongly Agree B. Agree C. Neutral D. Disagree E. Strongly Disagree

14. Do the bank serve you in a timely manner ?

A)Yes B)No

15.Do bank provide you with all the information you need.?

A)Yes B)No

16. Do the Bank explain their service and product clearly.?

A)Yes B)No

17. Overall how would you rate the service, product you receive from bank.?

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A)Excellent B)Good C)Satisfactory D)Poor

18. What kind of relationship do you have with bank.?

A)Personal B)Business C)Both

19. Overall, how satisfied are you with the service you receive?

A) Very Satisfied B) Satisfied C) Dissatisfied D) Very Dissatisfied

20. How did Bank contact their client service?

A)Email B) Fax C)Telephone D) Web E)In person

21. How frequently do you use the following services per month?

I never use this service

Less than 1 time

1 to 3 times

3 to 8 times

3 to 8 times

Over 12 times

Visiting the bank branchTelephone bankingOnline banking

22. What online banking

operations do you use the

most?

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Visiting branch

Telephone banking

Online banking

Consult balance/bank statements

Open an account

Bank transfer

InvestmentsSavingsInsurance

Loans and Mortgages

Contact your bank advisor

23. Do you think that human contact is important for banking relation that NBL maintain?

A. Completely B. Somewhat C. Unsure D. Not at all

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24. Please rate NBL Dilkusha branch’s service quality on the following criteria and put tick (Ö) mark:

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25. How do you evaluate the following ideas to improve Foreign Trade service quality of National Bank Limited?

Proposed IdeasStrongly

Agree(5)

Agree(4)

Neutral(3)

Disagree(2)

StronglyDisagree

(1)

L/C files should be maintained in proper sequence. Foreign Trade division should hire more employees to run Daily operation.Sitting arrangements should be adequate.

Training should be provided in a regular basis to the foreign trade employees.

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Education

internship report on Relationship between NBL & its corporate clients