customer-satisfaction-on-national-bank-limited.doc

5/27/2018 Customer-Satisfaction-on-National-Bank-Limited.doc

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University of Information Technology & Sciences

(UITS)

FINAL DRAFT INTERNSI! RE!"RT "N

#$UST"%ER SATISFA$TI"N "F NATI"NAL AN'LI%ITED

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

Degree of Bachelor of Business Administration

S*ervise+ y,

%r- A-'-% 'A%RUL A.UE

S/mitte+ y0

"SSAIN SAN1IDA

ID 23453678459

%a:or, %ar;eting

Date of S/mission,


2/71

FINAL DRAFT INTERNSI! RE!"RT "N

#$UST"%ER SATISFA$TI"N "F NATI"NAL AN'

LI%ITED


3/71

University of Information Technology &

Sciences

August 17, 211

!o

Faculty"chool of BusinessAI#B

Banani, Dha$a%

S/, S/mission of Re*ort-

Sirift service

=-7 ills an+ clearing +e*artment

=-76 ranch /an;ing

=-93 National /an; cre+it car+

=-9= Secre+ over+raft

=-97 Loans an+ a+vance+

=-99 Safe +e*osit loc;ers

=-9 !rivate foreign crrency acconts

=-9C Utility /ill *ayments

=-98 International tra+e & foreign e@change

=-94 Lease finance

=-9 $a*ital mar;et services

=-96 S"T analysis

=-3 Strength of national /an; Lt+ (NL)

=-= ea;nesses of the national /an; Lt+ (NL)

=-7 "**ortnities of National /an; Lt+ (NL)

=-9 Threats of National /an; Lt+ (NL)

!art 7

Intro+ction to the st+y

=- Rational of the st+y

=-C Statement of the st+y


9/71

=-8 Sco*e an+ +elimitation of the st+y

=-4 "/:ectives of the re*ort

=- %etho+ology

=-6 Limitation of the re*ort

=-C3 $stomer satisfaction of analysis

=-C= Fin+ings of the st+y

=-C7 Recommen+ation

=-C9 $onclsion

=-C Reference


10/71

Introduction8

Ban$ing is one of the most competiti)e industries of Bangladesh that has seen a hugeamount of gro*th during the last decade% A large num&er of ne* &an$s ha)e madetheir places in the industry and yet there are more to register in the list% In this modernera of &usiness, &an$ing acti)ities ha)e speared out in many areas li$e merchant

&an$ing, share trading, gi)ing lease and so on% In such a highly competiti)e ser)iceindustry, the importance of customer satisfaction cannot &e de9emphasied%

+ational Ban$ imited is one of the most reno*ned pri)ate commercial &an$ inBangladesh% During a short span of time the &an$ has &een a&le to esta&lish a goodimage in the &an$ing sector and has &ecome a house hold name in the country due tose)eral customers9 friendly deposit and loan scheme% I am doing my internship in

+ational Ban$ imited *ith rotation on different des$s *hich includes accountsopening, general &an$ing, retail &an$ing, clearing, remittance, loans and ad)anced etc%

in this report the :!he 0ustomer "atisfaction on different ser)ices of +ational Ban$imited%; I *ill focus on )arious aspects of this &an$% "ince they are standing at goodposition among the pri)ate &an$s, their financial position, mar$et share, mar$etingmechanisms, o)erall strength and *ea$ness, o&'ecti)es, goals *ill &e cross e


11/71

The an;ing Sectors of angla+esh,

Bangladesh &an$ BB has &een *or$ing as the central &an$ since the country6sindependence% Its prime 'o&s include issues of currency, maintaining foreign eo)ernment6s monetary policy and implementing itthere&y%

!he num&er of &an$s in all no* stands at ?@ in Bangladesh% -ut of the ?@ &an$s, fourare +ationalied commercial &an$ +0Bs, 2 local pri)ate commercial &an$s, 12foreign &an$s, and the rest fi)e are de)elopment Financial institutions DFIs%

"onali &an$ is the largest among the +0Bs *hile Pu&ali is leading in the pri)ate once%Among the 12 foreign &an$s, "tandard 0hartered has &ecome the largest in thecountry% Besides the scheduled &an$s, "ama&ai corporati)e &an$, Ansar9 =DP &an$,

4armasansthan employment &an$ and >rameen &an$ are functioning in thefinancial sector%

Bangladesh &an$ BB regulates and super)ises the aciti)ities of all &an$s% !he BB isno* carrying out a reform program to ensure quality ser)ices &y the &an$s% !he list of

&an$s doing their operation in Bangladesh are9


12/71

Nationalie+ $ommercial an;s (N$s)

Name Tele*hone

=-Sonali an; 6CC37859< 8=C7- 1anata an; 6C8334753< 6C833759

9- Agrani an; 6C88=C95C< 6C88=83586ro*th -pportunities, and due recognition of superior performance% A good *or$ingen)ironment reflects and promotes a high le)el of loyalty and commitment from theemployees% Realiing these +ational Ban$ imited DB has placed the utmostimportance on continuous de)elopment of its (uman Resources, identity the strengthand *ea$ness of the employee to assess the indi)idual training needs, they are sent fortraining for self9de)elopment% !o orient, enhance the Ban$ing $no*ledge of the

employees +ational Ban$ training Institute DBI! organies &oth in9 house andereat emphasis on the use of impro)ed !echnology% It has gone to -nline -peration"ystem since 2% And the ne* &an$ing soft*are F5E0#B5 is ne*ly installed% Asa result the Ban$ *ill a&le to gi)e the ser)ices of international standards%

$orres*on+ent relationshi*

!he &an$ esta&lished correspondent relationship *ith a num&er of Foreign Ban$s,namely American 5


19/71

oar+ of Directors

/oaam "ossain 0hairperson

Kainul (aque "hi$der Director

Par)een haque shi$der Director

Alha' $halilur rahman Director

Prof% /ah&u& Ahmed Director

/R a$aria !aher Director

Ron haque shi$der Director

Rich haque shi$der Director

t%0ol% @Rtd /d% Aiul Ashraf, psc Director

/a&roor (ossain Director

A4/ enamul haque Director

0apt% A&u "ayeed /onir Director

"alim Rahman Director

/D% A&dur Rahman "har$er /anaging Director

De*artments of National an; Limite+

If the 'o&s are not organied considering their interrelationship and are not allocated

in a particular department it *ould &e )ery difficult to control the system effecti)ely%If the any departments are not fitted for the Particular Gor$s there *ould &e(aphaard "ituation and the performance of a Particular Department *ould not &emeasured% +ational Ban$ imited +B has does this *or$ )ery *ell% DifferentDepartments of +ational Ban$ imited +B are as follo*s8

(uman Resources Di)ision

Personal Ban$ing Di)ision

-perations di)ision


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0omputer and information technology Di)ision

0redit Di)ision

Finance and accounts di)ision

Financial institution Di)ision

Audit and Ris$ /anagement Di)ision

E@isting ranches

-n 2 march 1@ +B *as first stared at Dil$usha Branch% At the age of 1@ years ithas esta&lished a total of 7 &ranches o)er the country and made a smooth net*or$inside the country as *ell as throughout the *orld% !he num&er of &ranches asterritory9 *ise is mentioned in the follo*ing ta&le8

Name of the Area Nm/er of ranches

+ational ?C0hittagong Ra'shahi 1

4hulna 2"ylhet 1CTotal =93


21/71

"rganiation strctre

"rganiation chart of National an; Limite+ (NL)

$hain of comman+,


22/71

$stomer service

0ustomer ser)ice is the ser)ice pro)ided in support of a company6s 0ore Product%

0ustomer "er)ice most often includes ans*ering question, ta$ing orders, dealing *ith&illing issue, handling complaints, and perhaps scheduling maintenance% 0ustomerser)ice can occur on site, or it can occur o)er the phone or )ia the internet% /anycompanies operate 0ustomer ser)ice call centers, often staffed around the cloc$%!ypically there is no charge for customer "er)ice% uality 0ustomer "er)ice isessential to &uilding 0ustomer relationships% It should not, ho*e)er, &e confused *iththe ser)ice pro)ided for sale &y a company%

!he success of 0ustomer "er)ice is the 0ustomer "atisfaction% It depends on theproduct6s actual performance relati)e to a &uyer6s e


23/71

$stomer Services in National an;

i$e some other Ban$s national &an$ imited +B has also some "er)ices that it

pro)ides its potential customers% +ational Ban$ imited usually pro)ides t*o types ofser)ices8


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$or*orate Financial services of National /an; Limite+

(NL)

It is )ery true the ma'or contri&ution to the &an$6s equity has come from &usiness&an$ing sector% It pro)ides se)eral types of ser)ices under &usiness &an$ing% +Boffers corporate &an$ing facilities, it also pro)ides commercial, institutional, quasigo)ernment or correspondence facilities%


25/71

$or*orate an;ing Service,

+B is recognied as the good financial institution in corporate finance ser)ices

sector in our country% Its professional management team caters to the needs of itsclients and pro)ides them *ith a *ide range of financial ser)ices some of *hich are

pro'ect financing and in)estment consultancy, syndicated de&t and equity, &ond andguaranties, local and international treasury products%

Instittional an;ing,

!he institutional ser)ice pro)ided &y +B is designed for different fund &asedorganiation li$e donor agencies, +>-s, )oluntary organiations, foreign missions,

airlines, shipping lines and their personnel *ith the facilities, *hich are freelycon)erti&le to ma'or international currencies, local and foreign currency remittancesthrough a large net*or$ of &ranches and correspondence%

$ommercial an;ing,

+B offers different commercial &an$ing facilities to all commercial concernsspecially those *ith particular in)ol)ement *ith import and e


26/71

"hort term deposit AM0 "!D9 rate of interest %N9CN "a)ing AM0 "D9 rate of interest CN Fi to o*en an Accont

First interact *ith the client and understand hisMher interest to open anAM0, address, profession, social status, and also his referee%

/ust ha)e logical e


27/71

ho can o*en an FDR,Any legal, mentally fit person can open FDR% In time of opening on photo andintroducer is needed% FDR is made for any amount%

Dration of interest rate,

Fi@e+ +e*osit Recite is ma+e for +ifferent matrity containing interest rate,

Dration Interest Rate

9 months 6( /elo> t;- =3 Lac)< == (a/ove t;- =3 Lac)

8 months 6-C( /elo> t;- =3 Lac)< ==-C ( a/ove t;- =3 Lac)

=7 months =3(/elo> t;- =3 Lac)< ==-C ( a/ove t;-=3 Lac)

Rles of FDR,

+ormally after maturity and follo*ing necessary rules holder of FDR can*ithdra* total money *ith interest rate%

But if the holder *ant to *ithdra* his money &efore maturity then he does notget any interest, &ut *ithdra* deposited money%

In case of premature FDR no penalty, no IR in or C months FDR% But in case of 12 or 2? months &an$ cut up C months% After that if any sla&

then according to this he gets IR% #pon interest rate 1N income ta< must cut up% !here are some rules incase of e


28/71

NL monthly saving scheme (N%S),

It is an attracta&le sa)ings pro'ect for limited income group, national Ban$ imitedgot quic$ ta$e monthly for 9 years% !he return is as follo*s8

In ta;a%onthly

installment

Retrn after 9

years 6-33

Retrn after C

years 6-7C

Retrn after

years 6-C3

2,C27 7,@C 7,?@

1 ?1,2 7,7@1 1,?1,C@7 2 2,1 1,1, 2,,@?

1,2,7C 2,27,7? ?,2,@1

? 1%C,2 ,,1CC ,CC,7

2,C,27? ,7,@7 7,7,@1?

1 ?%12,?@ 7,,? 1?,1C,@7

NL +e*osit scheme (NDS),

!he scheme *ill &e titled as +D"% !he period of deposit *ill &e years% 0reditfacilities up to N are allo*ed against lien on &alance of +D" AM0, at 1N rate ofinterest of quarterly rest%

NDS amont ( in ta;a ) %onthly /enefit *aya/le (in ta;a)

?1 @2 1 27? C ?

=333333 6333

7333333 =333

C333333 C333


29/71

The activities of cash +e*artment,

!his cash departments deals *ith cash, maintain the registers of incoming andoutgoing of cash flo*s% 0ash departments has to properly maintain cash management

policy% Githin this policy, cash department performs acti)ity through some steps andfollo*s some policy, especially insurance policy%

!ypes of insurance policies maintain in this department for getting insuranceco)erage8

0ash in safe insurance8 up to ta$a co)erage0ash on counter insurance8 up to ta$a 1 co)erage0ash in transit insurance8 up to ta$a 1 co)erage

SIFT services

+B is one of the first fe* Bangladesh &an$s to o&tain mem&ership of s*ift "ocietyfor *orld inter9&an$ telecommunication% "GIF! is a mem&ers o*ned cooperati)e*hich a first and accurate communication net*or$ for financial transaction such asetter of credit, fund transfer etc% &y &eing a mem&er of "GIF!, the &an$ has openedup possi&ilities for uninterrupted connecti)ity *ith o)er 7 user institution in 1countries all o)er the *orld%

ills an+ $learing +e*artment

!he &ills and clearing departments performs their duties for collection purpose% !hispurpose happens through t*o *ays8

Throgh clearing hose,

5)ery mem&er &an$ of the clearing house prepares a &an$ *ish list of chequesand draft recei)ed from iits customers and dra*n on different &an$s%

Representati)e of each &an$ )isits the 0learing (ouse *ith the cheques andtheir list in the morning and deli)ers the cheques and draft to therepresentati)e of the respecti)e &an$s% "imilarly, heMshe also recei)es thecheques dra*n on hisMher &an$ from the representati)es of the other &an$s%

!he representati)es returns to their respecti)e &an$s to meet again in theafternoon to return the dishonored instruments, if any, to the representati)es ofthe respecti)e &an$s%

!he representati)es of the each &an$ computes the final &alance paya&le orrecei)a&le &y his &an$ or other &an$ from other &an$s after ta$ing into

account the )arious amount of receipts and payment%


30/71

!he final statement is effected &y the super)isor of the 0learing (ouse &yde&iting or crediting, as the case may &e, the accounts of the respecti)e &an$sas maintained *ith the clearing house%

Registers,

For collection *r*ose maintains some register sch as5

ocal Bill For 0ollection B0 -ut*ard Bills for collection -B0 In*ard &ills for collection IB0

ranch an;ing,

0on)enience is the $ey feature of the personal Ban$ing Program of +ational Ban$imited +B% !he aim of +B is to pro)ide of e)ery customer easy e


31/71

Interest rate is 2N for &oth local and international%

A**lication an+ *ro*osal *re*aring to o*en a car+,

Application recei)e from a party =erify the securitiesFDR, "a)ing 0ertificate, 0D or "D AM0 For eer car+),

+B po*er card issued to a card holder to a)ail of ser)ices and to purchase or todra* cash &y properly presenting the same at the notified mem&er 5sta&lishmentMBan$M A!/% !hree types of po*er card is a)aila&le9

ocal card International card Duel card%

!rominent featre of the NL *o>er $ar+,

+B po*er card can &e used for purchased at merchants *here =I"A 0ards

are accepted trough electronic point of sales terminals- +B po*er card can &e used for *ithdra*ing cash from automated teller

machines A!/% Personal identification num&er PI+ necessary for *ithdra*al of cash *ill &e

pro)ided &y the &an$

For local card there is no insurance fee for the 1st

year and 2nd

year only ta$a2 *ill &e charged% !o get a +B Po*er 0ard 0ustomer has to su&mit only t*o copy of hisMher

recent photograph and the !I+ !a< Identification +um&er%

Secre+ "ver+raft


32/71

Resche+)lin

gTerm

8

9

/et>

eenma@im)m=CIo

fover+)einstallmentor=3Io

f

o)tstan+inghichislo>er*ainincash

t resche+)lingconsi+

ere+-

&et>eenma@im)m93I

ofover+)einstallmentor7

3Io

fo)tstan+inghichislo>er*ainin

cashthen7n+r

esche+)lingconsi+ere+-

mC3Io

fover+)ein

stallmentor93Io

fo)tstan+inghichislo>er*aininc

ash

then9r+r

esche+)

lingconsi+ere+-


33/71

tm

Resche+)lingofincaseof+eman+

an+contin)o)sloanJsresche+)lingrateof+o>n+eman+an+*aymentvaryinor+erto

loanamo)nt-

$ontin)o)sloan,

"ver+)eloanam

o)nt

rateof+o>

n*ayment

=CI


34/71

Loans an+ A+vance+,

oans and ad)ance is a ma'or earning source of a &an$% +B is also )ery carefulto pro)ide loan, normally +B sanction loan to indi)iduals, smallMmedium orlarge industries% Actually loans gi)e of the &an$6s deposit, against )alua&lesecurity%

NL follo>ing some general rlesH *rinci*le to *rovi+e loan to its

client-

!he &an$ should pro)ide suita&le credit ser)ices and products for themar$ets in *hich it operates% oans and ad)ances shall normally the financed from customers deposits

and not out of the share, temporary funds or &orro*ings from other Ban$s% 0redit *ill &e allo*ed in manners *hich *ill in no *ay compromise the

&an$6s standards of e


35/71

A+ite+ /alance sheet for last 9

years

Income ta@ clearance certificate

BAT

TALE

Different secrities of +ifferent ty*es of A+vances,

Ty*es of a+vances secrities Interest rateInlan+ /ills !rchase+

(I!)

ill itself =8

!ayments against+ocment(!AD)

Shi**ing +ocments forim*ort

=8

Loans against im*orte+

%erchan+ise (LI%)

!le+ge of im*orte+

%erchan+ise

=8

Trst recei*t (TR) Trst recei*t o/taine+ in

lien of im*ort +ocments-

=8

E@*ort cash cre+it (E$$) !le+ge or y*othecation 4

Foreign ills !rchase+

(F!)

Shi**ing +ocments for

e@*ort

4


36/71

Safe +e*osit loc;ers,

The cstomer col+ se the loc;er facility of National an; Limite+ (NL) an+

ths have the o*tion of covering their vala/le against any nfortnate inci+ent-

NL offers secrity to their loc;ers service as affor+e+ to their o>n *ro*erty at avery com*etitive *rice- The an; is sally at this for the cstomers from

Satr+ay throgh Thrs+ay from 6,33 am to ,33 *m-

!rivate foreign crrency acconts

/ost &ranches of +ational Ban$ imited has Authoried Dealers icense to deal in

!ransaction in foreign currency and open Pri)ate Foreign 0urrency Accounts%0urrent of fi


37/71

+ational &an$ imited +B pro)ides foreign e


38/71

!re 5shi*ment an+ *ost5 shi*ment finance

!he terms of payment desired &y the importers or e


39/71

the other hand, rental paya&le under lease financing is treated as re)enue e


40/71

the entire lease term and the )ehicle is registered in the sole name of the &an$% In allcases, insurance premium is &orne &y the lessee%In the procurement and installation of the leased items, the &an$ accepts the choice ofequipments and installation of the customers co)ered under the lease agreement%

Availa/ility of fn+ for *rocrement an+ installation oflease+ items,

Fund is made a)aila&le after e


41/71

Besides the operational acti)ated of &ro$erage house at +B 0/", head office, itopened three &ranches at Imamgon', &anana in +ational and Andeer$illa in0hittagong% Ge planned to open 1 to 12 &ranches in potential areas% !o &oost up itsacti)ities further 0"5 mem&ership has &een acquired at !4% 1?% million% !he &an$acti)ely participation in the screen9&ased -n9line trading of &oth the stoc$ eood operating efficiency "ocial *elfare


42/71

ea;nesses of the National an; Limite+ (NL)

Dependent of fi


43/71

Rational of the st+y,


44/71

Statement of the *ro/lem,

It is not possi&le to $no* e)erything a&out &an$ing process *ithin this limited timeperiod%

I chose the topic to find out the customer satisfaction le)el ofthe organiation%

!o find out *hat type of facility the customer *ants from theorganiation%

!his topic *ill help me to $no* the reason for 5)aluation,person *ho should &enefit from the e)aluation, *hat type ofe)aluation should &e used and *hat pro&lems might &eencountered%

The general *ro/lems of National /an; Limite+

A!/ is the most *idely used in other &an$s in our country%

(o*e)er, the num&ers of A!/ &ooth are )ery much limited%


45/71

+ational &an$ limited does not ha)e enough productscomparing to other &an$s of our country% It is also a )ery &ig

pro&lem%

!he ser)ice of the &an$ is moderate, *hich is a &ig pro&lem for

them%

!ro/lems from em*loyee *oint of vie>,

Delay in loan processing system

Promotion steps in compleraphical Representation of !a&le97

.estion no vie>s of the cstomer a/ot the /ehavior of the $stomer $are

5ood A)erage "atisfactory Dissatisfactory

?N 2N 2N 1N CN

!a&le9

-ut of 1 ?N people &elie)es that the &eha)ior of customer care is eraphical Representation of !a&le9


58/71

.estion no 6 focses to its cstomers that +o they thin; National an; Lt+- has

a >on+erfl internal environment to +eliver the cstomer service

"trongly agree agree +either agree

nor disagree

disagree "trongly

disagree2N CN 1?N N 1N

!a&le9@

Although +ational Ban$ td% concerns for its customers, it maintain a quality internaland eraphical Representation of !a&le9@

.estion no =3 re?est the cstomer to give their vie> a/ot *ro/lems an+ its

?ic;ly resolving /y the $stomer service-

"trongly agree agree +either agree nordisagree

Disagree "trongly disagree

N 1N CN 11N 2N

!a&le91


59/71

!a&le no 1 sho*s that out of 1, N people strongly and 1N is agree that theirpro&lems are quic$ly resol)ed &y the customer ser)ice of +ational Ban$ td%% Dailypro&lems are resol)ed quic$ly &y this department%!hough it has different *or$ loads

and *or$ acti)ities, it offers supreme ser)ices to the customers%

Fig8 >raphical Representation of !a&le91

uestion no 11 inquire the customer that ho* satisfied are they *ith the ser)ice of the

A!/ ser)iceO

"trongly"atisfied

"atisfied +either satisfiednor dissatisfied

Dissatisfied "tronglydissatisfied

@N N 2N ?@N 2N

!a&le911

!he only prefera&le pro&lem in the customer care is !he A!/ ser)ice% !he customersare not truly satisfied *ith their A!/ card ser)ice% In >ulshan &ranch I ha)ediscussed *ith customers *ho are dissatisfied and they told me that they found mostof the time the A!/ machine is out of order and limited to different area% Butimportant factor is that it tries to impro)e )ast A!/ ser)ice to its customers%


60/71


.estion no =7 >ants from the cstomers a/ot their rating for the cstomer

service of this an;

=ery good >ood +either good norpoor

poor =ery poor

7N 1N 7N ?N 1N

!a&le912

-ut of 1 people 7N rates )ery good ser)ice and only N rates poor% !he success

of this &an$ seems strong in respect to its customer ser)ice% It offers )arious ser)ices

to its different customers and all $inds are *ell customied for the people% !he client

*ho are ne*comers can easily choose their prefera&le ser)ice% !he ma


61/71


uestion no 1 focused the customers need a&out further impro)ement of the

customer care%

"trongly Agree Agree +either Agree nordisagree

Disagree "trongly Disagree

11N 1N 1N 2N N

!a&le91?

!a&le sho*s that 1N people *ants to impro)e its customer care *ith multi

dimensional acti)ies%+o* a days customers *ants more ser)ices *ith security%

+ational Ban$ td% pro)ides e


62/71

Fig8 >raphical Representation of !a&le91?

Fin+ings


63/71

Ghile doing my Internship Program I could find some pro&lems faced &y the

customers%

In case of +ational Ban$ td% imited, the customer information quality is not

satisfactory enough according to the perceptions of the customers% ac$ of

information a&out the 0ustomer &an$ing "er)ices, customer usually ha)e to

face hesitation for the right information for the right authoried officer%

!he accounting system of general &an$ing is not that much efficient and too

sho* ser)er to *or$%

In case of ma$ing of )oucher, officer has found that sometimes they mista$e

on proper )oucher *riting and the proper amount%

+ational Ban$ td% partially automate their operations, so many *or$s are still

done &y manually% -n the other hand, most of the &an$s automate *hole

acti)ities, *hich ma$e their *or$ easier and faster%

"ome customers do not understand ho* to fill up the account6s opening

form%

Refusing to pro)ide introducer or photo for opening accounts%

0heques, deposit slips are not *ritten properly and for that reason it is

quite frequently seen that these instruments are &een returned from the

clearing house%

"ome customers are not interested or not a&le to *rite D%D%, !%!%, pay order

)oucher% And they also don6t $no* that Ban$ must cut some commissions

*hile issuing the DD, P-, !!, etc%

"ometime customers miss &eha)e *ith the employees and stuffs

ac$ of education and of adequate $no*ledge of general &an$ing peoples

in our country are not interested in in)ol)ing Ban$ acti)ities%

0ustomers are not satisfied *ith the A!/ ser)ices of the Ban$% /ost of the

cases the machine is out of order and the technicians are not a)aila&le%

Recommen+ation,


64/71

Recommendation of these report has &een made on &asis of the research findings ofthe o)erall &an$ing of national &an$ limited% *ith my little eeneral &an$ing acti)ities should &e increased and customied *ithcustomer6s preference%

/ore officer need to &e employed

+B management should &e a*are of factors such as cash or cheque deposit,

pay order or DD and sa)ing interest rate *hich ha)e negati)e influence on

o)erall customer satisfaction as they are essential elements%

+B can purpose to go)ernment high officials and can ma$e a &etter

relationship *ith them to get go)ernment find in order to $eep cost of fundlo*%


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+B management may in)est more in interest sensiti)e asset &y ta$ing deposit

of short term and lend for long to reduce gap &et*een its interest ate sensiti)e

assets and interest rate sensiti)e lia&ilities%

+B can upgrade the interest rate to their e


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al*ays put special effort to uphold the interest and trust of their customers% +B is

initiating ne* products and concentrating on the consumer demand that is dra*ing

a difference &et*een +B *ith other third9generation &an$s%

!his research has pro)ided some interesting insight into *hat $ind of ser)ice the

customers gi)e importance to and *hat quality they get from +B% It is quit

o&)ious from the research that the customers requirements are not fully met and

they are )ery dissatisfied *ith some of the aspects of the &an$ loan interest rate,

different ser)ice charges, con)enience location, organied processing etc% again

the research rele)ant that only one third of customers *here more of less satisfied

*ith the ser)ices of the &an$ and more than half of the respondents *ere on the

neutral side of satisfaction line% +B should attract this half and &ring then to the

positi)e side of the road so that strong relationship *ith the customers can &e

maintained%

In order to retain competiti)e edge, in)estment in technology is al*ays a top

arenda and under constant focus% 4eeping the net*or$ *ith in a reasona&le limit,

+B strategy is to ser)e the customers through capacity &uildings across multi

deli)ery channels% !hey are &etter placed and poised to ta$e customers through

fast changing times and ena&le them compete more effecti)ely in the mar$et they

operate%

!he main purpose of this report is to study :0ustomer "atisfaction -f +ational

Ban$ imited; considering all the attri&utes *hich influence customers should &e

more effecti)e for them% Due to the significantly important of those factors they

can compete in the mar$et in the near future%

ReferenceHi/liogra*hy


67/71

National an; Limite+ (NL)Js Brochures, eaflets and -perational/anual%

$ommercial an; %anagementth5dition !eter Rose

Research %etho+ology

2nd5dition $- R- 'othari

Annal Re*ort ofNational an; Limite+ (NL) Jear92@. year 21

e/ Site ofNational an; Limite+ (NL)

***%national&an$ltd%com

%anaging $ore Ris;s in an;ing

0redit Ris$ /anagement angla+eshan;

Re*orts on an;s
http://www.nationalbankltd.com/http://www.nationalbankltd.com/


68/71

AA!!ENDIM!!ENDIM..UESTI"NNAIREUESTI"NNAIRE

Dear Respondent, I am a student of American International #ni)ersity 9 Bangladesh% I

am going to Analye the 0ustomer "atisfaction of +ational Ban$ imited% !his study

is only for use of my academic purpose and the pro)ided information *ill &e treated

confidentially% !han$ you in ad)ance for your $ind cooperation%

Please read the questions carefully and just put a tick S in the respective answerand kindly give your judgments where necessary.

1% (o* do u come to $no* a&out +ational Ban$ imitedO

a% +e*spapers

&% "taff of the

c% Relati)es

d% Business magaines

c% -thers

2% Ghy the customers maintaining accounts *ith +ational Ban$O

a% Better customer ser)ice

&% !rustful than other &an$s

c% >ood liquidity

d% (igher interest rate

e% -ther facility

% Ghat types of account you are maintaining *ith this &an$O

a% "a)ing account

&% current account

c% fi


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e% -ther type of account

?% Ghat are the ser)ice that customers en'oying from this &an$O

a% /aintaining deposit account

&% Remittance facilities

c% 0orporate &an$ing facilities

d% Personal loan and ser)ice

e% -thers%

% Ghat $ind of ser)ice customers get from customer careO

a% 5ood

c% A)erage

d% "atisfactory

e% Dissatisfactory%

C% Ghat $ind of ser)ice it pro)ide than other &an$sO

a% =ery good

&% >ood

c% A)erage

d% Bad

e% =ery &ad7% Do you thin$ that the fees and ser)ice charges are high compara&le than other

&an$sO

a% "trongly agree

&% Agree

c% +either agrees +or disagrees

d% Disagree


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e% "trongly Disagree

% =ie*s of the customer a&out the &eha)ior of the customer careO

a% 5ood

c% A)erage

d% "atisfactory

e% Dissatisfactory%

@% Focuses to its customer that do they thin$ +ational Ban$ td has a *onderfulinternational en)ironment to deli)er the customer ser)iceO

a% "trongly agree

&% Agree

c% +either agree +or disagree

d% Disagree

e% strongly disagree

1% Request the customer to gi)e their )ie* a&out pro&lems and its quic$ly resol)ing&y the customer ser)iceO

a% "trongly agree

&% Agree

c% +either agree +or disagree

d% Disagree

e% "trongly disagree

11% Inquire the customer that ho* satisfied are they *ith the ser)ice of the A!/ser)iceO

a% "trongly satisfied

&% satisfied

c% +either satisfied +or satisfied

d% Dissatisfied


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e% "trongly dissatisfied%

12% Gants from the customers a&out their rating for the customer ser)ice of this &an$O

a% =ery good

&% >ood

c% +either good +or poor

d% Poor

e% =ery poor%

1% Focused the customers need a&out further impro)ement of the customer careO

a% "trongly agree

&% Agree

c% +either agree +or agree

d% Disagree

e% "trongly disagree%

customer-satisfaction-on-national-bank-limited.doc

Documents

clearing e

e merchantan

safe e

international tra e

lt nl

st analysis

strength of national

ing actiities hae