general banking of national bank limited internship report prepared by (sabuj sikdar)

1

INTERNSHIP REPORT

National Bank Limited

2

Internship Report

On

“General Banking of National Bank”

SUBMITTED TO:

Amitav Bose Bapi

Assistant Professor, School of Business

Uttara University

SUBMITTED BY:

Sabuj Hossen

ID: 11104056

Batch: 31st

Uttara University

Date of Submission: 30 March, 2017

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LETTER OF TRANSMITTAL

30 March, 2017

Amitav Bose Bapi


Uttara University

Subject: Submission of the Internship Report

Dear Sir,

It is my pleasure to present this Report on General Banking Practices Of National Bank

Limited as a requirement for completing my Bachelor of Business Administration. I enjoyed

preparing the report though it was challenging to finish within the given time. In preparing this

report, I have tried my level best to include all the relevant information related to general

banking activities of National Bank Limited.

I have a strong belief that the report will fulfill your expectation and I have tried to give my best

effort so that I can prepare a solid report as per your instruction. I would be very grateful if you

accept my report. Your kind consideration and cooperation will be highly appreciated.

Sincerely yours,

____________________

Sabuj Hossen

ID: M-21321113004

Batch: 31st

Bachelor of Business Administration

Uttara University

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Student’s Declaration

I am Sabuj Hossen, hereby declare that the presented report of my internship titled General

Banking Practices of National Bank Limited. It is uniquely prepared by me internee at

National Bank Limited, Uttara Branch.

I confirm that, the report is only prepared for my academic requirement not for otherwise

purpose. It might be with the interest of opposite party of the corporation.

…………………………….

Sabuj Hossen

ID: M-21321113004

Batch: 31st

Department of Business Administration

Uttara University

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Supervisor’s Certificate

It is my pleasure to certify that, Sabuj Hossen a student of Bachelor of Business Administration

(BBA), Uttara University, has been completed the Internship Program at Sabuj Hossen Bank

Limited on ‘‘General Banking of National Bank Limited’’ Successfully with acceptable

performance under my supervision from January 2017 to 30 March, 2017.

I wish him success in his life.

-------------------------------

Amitav Bose Bapi


Uttara University

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ACKNOWLEDGEMENT

At first, all praises belongs to the mighty Allah, the most clement, most generous and bounteous

to all living creatures and their actions. In preparing this report of National Bank Limited, I have

received commendable support from all the employees of National Bank Limited, Uttara Branch.

I am very much grateful to my organizational officers, Asstt. Vice President & 2nd Man,

National Bank Limited to give the opportunity to work on the Uttara Branch. He has given me all

kind official support to complete the report perfectly. I like to thank Mohammed Jahid Hasan,

Junior Officer of National Bank Limited for helping me in every aspect for the completion of the

report.

I am very much indebted to my supervisor Amitav Bose Bapi, Lecturer of Uttara University for

giving me direction at different times to prepare this report. It is his guided supervision that

resulted in successful completion and timely submission of the report.

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EXECUTIVE SUMMARY

In recent years banks have diversified their services by creating new subsidiaries that perform

additional services or by merging with other types of financial institutions. National Bank Ltd.

was established as a banking company. There are different types of activities involved in the

banks. A bank collects money from the people through some special types of products and all the

collected money invests in the different sectors at higher interest rates. This investment process

is dealt in the loan and advance departments of National Bank Limited. As an intern in National

Bank, this internship report has been prepared. This report aims toward providing an overview

on the general banking system of National Bank Limited. While preparing this report it has been

tried to reveal the insights of the general banking system of the bank. While discussing the

different aspects of general banking activities of the bank, priority has been given to depict the

real situation in National Bank Limited are concerned by employing the experience gathered

during the internship program. It is focused some theoretical aspect of the general banking in this

report. From the analysis of the findings during internship period a few recommendations were

also prescribed in this report. Analysis on the findings is basically done to sort out the major

aspects of the general banking systems and to draw some significant inferences. This report will

provide the critical aspect of the general banking of the National Bank Limit.

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TABLE OF CONTENTS

Contents Page

Number

Cover page 1-2

Letter of Transmittal 3

Student Declaration 4

Supervisor Declaration 5

Acknowledgement 6

Executive Summary 7

Table of Contents 8-9

List of Table 10

List of Figure 10

Chapter 1 Introduction 11-19

1.1 Background of the study 12

1.2 Objectives of the study 12

1.2.1 General Objective 12

1.2.2 Board of objective 12

1.2.3 Specific Objective 13

1.3 Company Profile 13-14

1.3.1 Brief profile of National Bank Limited (NBL). 15

1.3.2 Mission and Vision of National Bank Limited 15

1.3.3 Slogan 16

1.3.4 Banking department of National Bank Limited 16

1.3.5 Structure of National Bank Limited 17

1.3.6 Organ-gram of the National Bank Limited 18

1.4 Description of section where I worked 18-19

1.5 Major difficulties faced for accomplishing internship 19

Chapter 2 Description of the Topic 20-29

2.1 Internship Topic 21

2.2 Topic Related Theory 21

2.2.1 Account Opening Department 21-28

2.3 Study Framework 29

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Chapter 3 Data Collection and Progressing 30-32

3.1 Data Description 31

3.2 Ways of Data Collection 31-32

3.3 Data Processing Methods 32

Chapter 4 Result and Discussions 33-38

4.1 Analysis of Secondary Data 34-36

4.1.1 Line chart: Saving Account 34

4.1.2 Line chart: Current Account 34

4.1.3 Line chart: Monthly savings scheme (MNS) 35

4.1.4 Line chart: Millionaire Deposit scheme (MDS) 35

4.1.5 Line chart: Fixed Deposit (FDR) 36

4.2 Analysis of Primary Data 36-38

4.2.1 Pie chart: profession of the customers 36-37

4.2.2 Pie chart: Age of the customers 37

4.2.3 Bar chart: Customers are satisfied with deposit interest

rates.

38

4.2.4 Pie chart: Customers are satisfied about their banking

facilities.

38

Chapter 5 Conclusion and Recommendation 39-41

5.1 Conclusion 40

5.2 Recommendation 41

Chapter 6 Internship Experience 42-46

6.1 Work, workflow and people met 43

6.2 Significant pleasant and limitation of the report 43

6.3 References 44

6.4 Appendices 45-46

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List of Table

Table 1: Deposits Interest rate

Table 2: Monthly Saving Scheme (MSS/NMS)

Table 3: Millionaire Deposit Scheme (MDS)

Table 4: Pay order commission charge

Table 5: Account opening data of NBL (Uttara, Branch)

List of Figure

Figure 1.3.5 Physical Structure of the National Bank Limited

Figure 1.3.6 Organ-gram of the Bank

Figure 4.1.1 Line chart: Saving Deposit

Figure 4.1.2 Line chart: Current Deposit

Figure 4.1.3 Line chart: Monthly savings scheme (MNS)

Figure 4.1.4 Line chart: Millionaire Deposit scheme (MDS)

Figure 4.1.5 Line chart: Fixed Deposit (FDR)

Figure 4.2.1 Pie chart: profession of the customers

Figure 4.2.3 Pie chart: Age of the customers

Figure 4.2.5 Bar chart: Customers are satisfied with deposit interest rates.

Figure 4.2.6 Pie chart: Overall, customers are satisfied about their banking facilities.

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Chapter: 1

Introduction

Chapter Includes:-

Background of the Study

Objective of the Report

Company Profile

Brief profile of National Bank Limited (NBL).

Mission and vision of National Bank Limited

Slogan

Banking department of National Bank Limited

Structure of National Bank Limited

Organ-gram of National Bank Limited

Description of section Where Intern Work

Major Difficulties Faced for accomplishing Internship

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1.1. Background of the study

Origin of the report: This report has been prepared as a requirement of the internship report

under the BBA program of Uttara University. I got the opportunity to work in one of the

renowned banking brand of the country – National Bank Limited. I was placed in the Uttara

branch of national bank for my internship program and prepare a report on the general banking

practices of National Bank limited. I got the opportunity to observe the banking practices in

person and assist in different departmental work and attend a on the job training from working in

all the departments of the bank.

Scope of the report: The report basically puts a deep insight into different banking activities of

national bank. National bank has all the banking activities (Accounts, cards etc.) and maintains a

very thorough practice of each of its activities. The report is prepared to give a little idea about

all the activities.

Limitations: The report was prepared with the observation of three months internship program.

This is one of the biggest limitations of the report that the study done for preparing the report.

The report was a very short period of time and therefore the report contains information about

most of the banking activities and practices those were prominent during the period.

1.2 Objectives of the Study

The study seeks to achieve the following objectives:

1.2.1General Objective

The general objectives of this report is to familiar with the working environment of present

institutions and also fulfill the requirement of BBA theoretical knowledge gained from the

coursework of the BBA Program in a specific field.

1.2.2 Broad of Objective

To describe the procedure of account opening, cheque book issue & account closing of

NBL.

To describe remittance, clearing and cash department activities of the bank.

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To identify constraints and challenges faced by general banking division of NBL.

1.2.3 Specific Objectives

To achieve the main objective of this report, it covers the following:

To forecast the future deposit of the National Bank limited.

To analyze customer satisfaction of the National Bank limited.

To analyze the demographic characteristics of the general banking of NBL.

To analyze the General Banking activities.

To check whether any association exist between Customers Satisfaction with Account

types, gender, age group, income level, & profession.

To analyze the trend of different types of account.

1.3 Company Profile

National Bank Limited (NBL) has its prosperous past, glorious present, prospective future and

under processing projects and activities. Established as the first private sector bank fully owned

by Bangladeshi entrepreneurs, NBL has been flourishing as the largest private sector Bank with

the passage of time after facing many stress and strain. The members of the board of directors are

creative businessmen and leading industrialists of the country. To keep pace with time and in

harmony with national and international economic activities and for rendering all modern

services, NBL, as a financial institution, automated all its branches with computer networks in

accordance with the competitive commercial demand of time. Moreover, considering its forth-

coming future, the infrastructure of the Bank has been rearranging. The expectation of all class

businessmen, entrepreneurs and general public is much more to NBL. At present we have 191

branches under our branch network. In addition, our effective and diversified approach to seize

the market opportunities is going on as continuous process to accommodate new customers by

developing and expanding rural, SME financing and offshore banking facilities.

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The emergence of National Bank Limited in the private sector was an important event in the

Banking arena of Bangladesh. When the nation was in the grip of severe recession, the

government took the farsighted decision to allow the private sector to revive the economy of the

country. Several dynamic entrepreneurs came forward for establishing a bank with a motto to

revitalize the economy of the country.

National Bank Limited was born as the first hundred percent Bangladeshi owned Bank in the

private sector. From the very inception, it was the firm determination of National Bank Limited

to play a vital role in the national economy. We are determined to bring back the long forgotten

taste of banking services and flavors. We want to serve each one promptly and with a sense of

dedication and dignity.

The then President of the People's Republic of Bangladesh Justice Ahsanuddin Chowdhury

inaugurated the bank formally on March 28, 1983 but the first branch at 48, Dilkusha

Commercial Area, Dhaka started commercial operation on March 23, 1983. The 2nd Branch was

opened on 11th May 1983 at Khatungonj, Chittagong.

At present, NBL has been carrying on business through its 191 branches & Agni Branches

spread all over the country. Since the very beginning, the bank has exerted much emphasis on

overseas operations and handled a sizable quantum of home bound foreign remittance. It has

drawing arrangements with 415 correspondents in 75 countries of the world, as well as with 37

overseas Exchange Companies located in 13 countries. NBL was the first domestic bank to

establish agency arrangements with the world famous Western Union in order to facilitate quick

and safe remittance of the valuable foreign exchanges earned by the expatriate Bangladeshi

nationals. This has meant that the expatriates can remit their hard-earned money to the country

with much ease, confidence, safety and speed.

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1.3.1 Brief profile of National Bank Limited (NBL).

Name of the Company : National Bank Limited (NBL)

Chairman : Mr. Zainul Haque Sikder

Managing Director : Mr. A F M Shariful Islam

Established : March 23, 1983

Legal Status : Commercial Bank

Origin : Local Bank

Stock Code : NBL – DSECSE

Services : Retail Banking Corporate Banking Deposits and Credits

Authorized Capital : Taka 3320 Crore

Paid up Capital : Taka 1975 Crore

Corporate Address : 18 Dilkusha Commercial Area, Dhaka 1000, Bangladesh

Telephone : +880 2 9563081, 9666584

Fax : +880 2 9563953, 9669404

E-mail : [email protected]

Website : www.nblbd.com

SWIFT Code : NBLBBDDH

1.3.2 Mission and Vision of National Bank Limited

National Bank's Mission:

National Bank's mission is to keep up endeavors for extension of their exercises at home and

abroad by adding new measurements to their pattern of banking administrations which are being

proceeded with unabated. Nearby, they are likewise putting most elevated need in guaranteeing

straightforwardness, accountability, and enhanced customer base administration and also to their

dedication to serve the general public through which they need to get closer and closer to the

populace of all strata. Winning an everlasting seat in the hearts of the individuals as a minding

sidekick in inspiring the national monetary standard through constant up gradation and

enhancement of their customer base administrations in accordance with national and global

necessities is the fancied objective NBL needs to reach.

mailto:[email protected]

http://www.nblbd.com/

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National Bank's Visions:

Guaranteeing most elevated standard of customer base administrations through best utilization of

most recent data innovation, making due commitment to the national economy and building up

ourselves immovably at home and abroad as a front positioning bank of the nation are our valued

vision.

1.3.3 SLOGAN

A Bank for performance with potential.

1.3.4 Banking Department of National Bank Limited

Account opening Department

Clearing Department

Remittance Department

Deposit Department

Cash Department

Accounts Department

Loan & Advance Department

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1.3.5 Physical Structure of National Bank Limited

The whole structure of the National Bank Limited is very important for understanding the

operations of the Bank. There is divisional office, regional office and large number of branch

offices of the National Bank Limited. All the offices are coordinated by the Head office of the

National Bank Limited.

Figure 1.3.5 Physical Structure of the National Bank Limited

Divisional

Office

Branch

Office

Branch

Office

Divisional

Office

Head

Office

Regional

Office

Regional

Office

Branch

Office

Branch

Office

Branch

Office

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1.3.6 Organ-gram of National Bank Limited:

The organ-gram of National Bank Limited is as followed:

Figure 1.3.6 Organ-gram of the Bank

Managing Director

Additional Managing Director

Deputy Managing Director

Senior Executive Vice President

Executive Vice President

Senior Executive officer

Senior Vice President

Vice President

Senior Assistant Vice President

Assistant Vice President

Senior Principle officer

Principle officer

Executive Officer

First Executive Officer

Junior Officer

Trainee Assistant Cash

Peon

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1.4 Description of section where I worked

For my internship purpose I worked in general banking section of National bank Ltd, Uttara

Branch. It was my fast experience to work any organization. General banking section is

important section of any banking section. I opened customer accounts and also writing the

deposit slips and credit voucher of customers. I also take the cheque book requisition and

provided the cheque book to the customers. I also worked how to create Pay Order and how to

create locker account. I also work at opening in FDR account.

1.5 Major difficulties faced for accomplishing internship

As I am doing internship at NBL there I am identifying many problems of the bank also as an

intern. Those are problems are described below:

Lack of Communication

As I am doing internship there and I am working here not for long time. For this I couldn’t

introduced with the employees and staffs well which create communication gaps among us.

Working for different desks

As my topic is general banking which is included with several types of banking task. For this I

have to do different types of desk work. But I am not familiar with all types of task which does

not allow me to become largest used by the bank expert in certain sections.

Billing serial problem

National Bank Limited is collecting all types of utilities bills likes DESCO, WASA, etc. The

credit department of the bank is collecting types of bills. For this everyday lots of customers are

comes to pay their bills. The main problem is that most of the customers are comes to pay their

bills together mainly early in the morning. And all of them are trying to give their bills as fast as

possible because they have to go to work. This reason is creating several problems

Lack of information

As I am doing internship here, sometimes I have to handle customers at the term of giving

information. But as I am not familiar with all the banking term so that I couldn’t give the proper

information many times.

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Chapter: 2

DESCRIPTION OF THE TOPIC

Chapter Includes:-

Internship Topic

Topic Related Theory

Account Opening Department

Study Framework

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2.1 Internship Topic

General Banking: Generally all the activities of a bank is called general banking.

Banking is the summation of financial services like collection of deposit from people, collect

cheques, grant loans, safeguard money for its customers. I am work In NBL bank but I am also

working in some department of general banking. In NBL the following departments are under

general banking:

Account opening Department

Deposit Department

Pay order and Locker Department

Cash Department

2.2 Topic Related Theory

General Banking is the starting point of all banking operations. It is the department, which

provides day-to-day services to the customers.

General banking section is divided with four areas. These are:

2.2.1 Account Opening Department:

Account opening is the gateway for clients to enter into business with bank. it is the foundation

of banker customer relationship. This is one of the most important sections of a branch, because

by opening accounts bank mobilizes fund for investment. A customer can open different types of

accounts through this department, such as:

Current accounts (CD)

Savings account (SB)

Short term deposit account (STD)

Fixed deposit account (FDR)

Monthly saving scheme (MSS/NMS)

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Types of Deposit:

Demand Deposit Time Deposits

Current Deposit

Savings account(SB)

Short term deposit account(STD)

Demand Deposit

Pay Order

Fixed deposit account(FDR)

Monthly saving scheme (MSS/

NMS )

Account Opening Procedure:

Step 1

The Account should be introduced by one of the following:

An Existing current Account holder of the Bank

Officials of the bank not below the rank of an assistant Officer

A respectable person of the locality well known to the manager

Step:2 Receiving filled up application in bank’s prescribed form mentioning what

type of account is desired to be opened

Step:3 The form is filled up by the applicant himself/herself

Two copies of passport size photographs from individual are taken

One copy of nominee’s photograph

In case of firm, photograph of all partners are taken

Applicant submit required document

Applicant must sign specimen signature sheet & give mandate

introducer signature & account number – verified by legal officer

Step:4 Authorized officer accepts the application

Step:5 Minimum Balance is deposited

Step:6 Account is opened and a Cheque book and pay in slip book is given

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Deposit Schemes:

Savings deposit: National Bank offers a hassle free & low charges saving account for its

customers. Hence there is a restriction on the withdrawal in a month .Heavy withdrawals are

permitted only against prior notice. Interest is given upon the lowest deposited money for that

month. Withdrawal amount should not be more than 1/4th

of the total balance at a time & limit

twice in a month.

Benefits (Condition Apply) Account Opening

Interest rate of 3.50% on average

monthly balance

Minimum balance Tk.1000

Maintenance charge yearly Tk. 400.

No hidden costs.

Standing Instruction Arrangement are

available for operating account.

2 copies of recent photograph of

account holder

Nominee's Photograph

Valid photocopy of Voter ID Card

Signature of A/C holder in Back-

side of both Photographs

Current Deposit

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

transaction without any restriction. Current deposit is purely demand deposit. There is no

restriction on withdrawing money. No interest is given on deposited money. It is justified when

funds are to be collected and money is too paid at frequent interval.


Minimum maintenance charge yearly

Tk. 800.

No hidden costs.

Minimum balance Tk.10000



Easy access to our other facilities.


account holder.

TIN certificate.

Nominee's Photograph.

Valid photocopy of Voter ID Card.

Agreement of the business

Signature of A/C holder in Back-side

of both Photographs

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Short Term Deposit

National Bank Limited offers interest on customer's short term savings and gives facility to

withdraw money any time. Generally various big companies, organizations, Government

Department, keep money is STD account .Frequent withdrawals is discouraged and requires

prior notice. The deposit should be kept for at least seven days to get interest.


Minimum balance Tk.

1000(personal),10000(company)

Minimum maintenance charge yearly

Tk. 800.




account holder.


Valid photocopy of Voter ID Card.

Signature of A/C in Back-side of

Photographs

Fixed term Deposit

National Bank Limited offers fixed term savings that will scale up you’re saving Amount with

the time. Fixed deposit is one, which is repayable after expire predetermined period fixed by

him. The period varies from 1 month to 12 months. These deposits are not repayable on demand

but they are withdrawing able subject to a period of notice. Hence, it is a popularly known as

‘Time Deposit’ or ‘Time Liabilities”. In case of FDR it is clearly mention that when the amount

will be withdrawal & the principle & interest amount.FDR account holder gets a FDR slip. If the

account holder withdraws his money before maturity date he does not get any interest. In case of

FDR holder death, his nominee will get the amount.


Any amount can be deposited.

Premature encashment facility is

available.

Overdraft facility available against

term receipt.

1 copy of recent photograph of account

holder.


Signature of A/C holder in Back-side of

both Photographs

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FDR Rate:

DEPOSIT INTEREST RATE

Revised Schedule of Interest Rate – Percentage per annum, from February 01, 2017

Deposit Type Category of Deposit Rate of Interest (p.a.)

Savings Below 25 Crore

25 Crore and above

3.00%

4.00%

Special Notice Deposit Below 25 Crore

Above 25 Crore

3.50%

4.50%

FDR for 3 month Below 5 Crore

5crore to below 25 Crore

25 Crore and above

5.25%

5.75%

6.25%



25 Crore and above

5.50%

6.25%

6.50%



25 Crore and above

6.00%

6.50%

7.00%

Table 1: Deposits Interest rate

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Monthly Saving Scheme (MSS/NMS)

“See your small savings grow with NBL.” National Bank Limited offers monthly savings

scheme for its retail customers. Customers can deposit money for a period of 3, 5, 8 & 10 years.

The monthly installment & their rate are as follows:

Monthly

Installment (In

Tk.)

Matured Amount @ 7.00% P.A. (In Tk.)

3 Years 5 Years 8 Years 10 Years

500 19,950 35.700 63,700 85,800

1,000 39,900 71,400 127,400 171,600

1,500 59,850 107,100 191,100 257,400

2,000 79,800 142,800 254,800 343,200

3,000 119,700 214,200 382,200 514,800

5,000 199,500 357,000 637,000 858,000

10,000 399,000 714,000 1274,000 1716,000

Table 2: Monthly Saving Scheme (MSS/NMS)


Monthly amount can be 500 and

multiple of it.

Premature encashment is available

for urgent need.

Standing instruction facility can be

available to auto transfer

installment to NMS account.

1 copy of your recent photograph.

Nominee's Photograph

Signature of A/C holder in Back-

side of both Photographs

27

Millionaire Deposit Scheme (MDS)

Under this plan one will deposit an altered sum on month to month premise for 5, 7 or 10 years

and on development he/she will be only a tycoon.

Advantages

Deposit of different monthly sum for 4, 6, 9 or 12 years. Account size will be in view of

residency. Upon development the contributor will get Tk. 10,00,000/ -

A man is permitted to open more than one MIS Deposit.

The deposit may be opened either separately or together

Monthly Installment (In Tk.) Investment Period Terminal value @ 7.03%

(In Tk.)

18,125 4 years

10,00,000

11,245 6 years

6,715 9 years

4,495 12 years

Table 3: Millionaire Deposit Scheme (MDS)

Pay Order:

Pay order is an order by an issuing branch or bank upon client for made payment of the amount

mentioned there in that named pay on according to client order. Pay Order issued only for local

payment.

Pay order issue Process:

1. For issuing pay order the client has to submit an application form to the remittance department

in the prescribed form properly filled up & signed by applicant.

2. Applicant has to pay in cash or through cheque

3. The bank issue a pay order duly crossed A/C payee

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Charges

Up t 5.00.000 Above 5.00.000

Commision-50

Vat – 15% of commission

Comission-100

VAT-15% of commission

Table 4: Pay order commission charge

Payment of Pay Order:

As the P.O are crossed A/C payee, the same are presented to the issuing branch for payment

either through clearing or for credit to the client account.. P.O s when presented for payment is

processed in the remittance department. On making payment, the relative entry in the P.O.

register is marked by entering the date of payment in the P.O register.

29

2.3 Study framework:

•

•

•

Present status NBL general banking

activities

Account Opening Section

Cash Section

Ways to achieve

Interview:

Branch Manager

Employee

customers

Structured

Questionnaire

Random Sample Method

Sample size 25

Primary data sources

Face to face conversations Observation survey

Secondary data Sources

MIS of NBL Published Documents

Bank's annual Report 2015

Journals

Identifying overall customer

satisfaction of National Bank limited

Perceptions of customers on general

baking

Findings & Recommendation Data Analysis

Data analysis method

Line chart

Pie chart

Bar chart

30

Chapter: 3

DATA COLLECTION AND PROCESSING

Chapter Includes:-

Methodology

Data Description

Ways of data/information collection

Data/ information processing methods

31

Methodology

Research methodology is a strategy that is under taken by researcher for doing his research work.

So research methodology is very important for doing the research work in a systematic and

effective way. Methodology is classified by Four Types. Such as Research Design, Sampling

plan, Data Collection and Data Analysis.

3.1 Data description

I collected both primary and secondary data for my research purpose. I collected primary data by

pilot survey on customers of National bank limited. I also collected secondary data (different

types of account opening data 2015 to2016) from MIS of NBL that was provided by junior

officer of NBL, Uttara Branch.

3.2 Ways of data collection

These sources are as follows:

Primary source:

A) Face to Face Conversations: some primary data are collected by taking interview and by

discussion with the executives and officer of National bank limited.

B) Observation: Here primary data are collected through spending three month in the NBL

during the working hour. Here I observed the total banking process of NBL.

C) Survey: survey on customer’s satisfaction

Secondary Sources

The secondary data had been collected from the MIS of NBL. To clarify different secondary

sources such as office web site, register book& publication used by the NBL in this regard.

Internal Sources

Bank's Annual Report 2015

32

External Sources

Newspaper

Previous reports and journals relevant to the banking industry.

Different books, articles and periodicals related to the banking sector.

Relevant NBL paper and published documents.

Periodicals published by Bangladesh Bank.

Sampling procedure & Research design

I collected primary data by random sampling basis and my sample size is 25.Collected

information is processed by the use of computer system. Detailed analysis, working variables

and working definitions are embodied in the report. By using Microsoft Excel and SPSS

software to analyzed one year account opening data. One year data are collected randomly

sequentially and regular interval process.

Research design:

Time series: A time series is a sequence of numerical data points in successive order, in deposit,

a time series tracks the movement of the chosen data points, such as a security’s price, over a

specific period of time with data points recorded at regular intervals.

3.3 Data processing methods

Line Chart:

The line chart is especially effective in displaying trends. In a line diagram, the vertical axis

always displays numeric values and the horizontal axis displays time or other category.

Pie chart:

A pie chart is a circular statistical graphic, which is divided into slice to illustrate numerical

proportion. In a pie chart, the arc length of each slice is proportional to the quantity it represents.

Bar chart:

A bar chart is a chart that presents grouped data with rectangular bars with lengths proportional

to the values that they present.

33

Chapter: 4

Results and discussions

Chapter Includes:-

Analysis of Secondary Data

Line chart: Saving Account

Line chart: Current Deposit

Line chart: Monthly savings scheme (MNS)

Line chart: Millionaire Deposit scheme (MDS)

Line chart: Fixed Deposit (FDR)

Analysis of Primary Data

Pie chart: profession of the customers

Pie chart: Age of the customers

Bar chart: Customers are satisfied with deposit interest rates

Pie chart: Overall, customers are satisfied about their banking facilities

34

4.1 Analysis of Secondary Data:

4.1.1 Line chart: Saving Account

Comments: Every points of the line chart represent the monthly account opening data. This line

chart shows the trend of saving accounts in 2016 to 2017.we can see that the height number of

saving accounts opened in Jan-2016, because the savings interest rate is high greater than 2017.

In 2016 the savings interest rate 4.00% but at present savings Interest rate is 3.50%.

4.1.2 Line chart: Current Deposit


chart shows the trend of Current accounts in 2016 to 2017. We can see that the height number of

current deposit accounts opened in Jan, 2016.

0

20

40

60

80

100

120

Saving

Saving

0 2 4 6 8

10 12 14 16

Current

Current

35

4.1.3 Line chart: Monthly savings scheme (MNS)


chart shows the trend of NMS in 2016 to 2017.we can see that the maximum number of NMS

accounts opened in Jan, 2016

4.1.4 Line chart: Millionaire Deposit scheme (MDS)


chart shows the trend of MDS accounts in 2016 to 2017.we can see that the height number of

MDS accounts opened in Jan, 2016 but Feb, 2016 is no account in opened.

0

50

100

150

NMS

NMS

0 2 4 6 8

10 12 14

MDS

MDS

36

4.1.5 Line chart: Fixed Deposit (FDR)


chart shows the trend of saving accounts in 2016 to 2017.we can see that the maximum number

of FDR accounts opened in 2016 because FDR interest rate is high this time. But now a day’s

interest is low. So clients are not interested to open this account.

4.2 Analysis of Primary Data:

4.2.1 Pie chart: profession of the customers

0

20

40

60

80

FDR

FDR

37

Comments: Above this pie chart show that 16% of the customers are student, 44% are service

holder, 36% are business man and 4% percent are from other professional background. It means

that most of the customers are service holder.

4.2.2 Pie chart: Age of the customers

Comments: Above this pie chart shows that 28% customer’s age is above 40, 40% customer’s

age is above 20 and 32% customers age is above 30. It means that most of the account holder’s

age is above 20.

38

4.2.3 Bar chart: Customers are satisfied with deposit interest rates.

Comments: Above this bar chart shows that the customers are agree 56%, strongly agree 20%

and disagree 24%. It means that the customers are more satisfied on deposit interest rate.

4.2.4 Pie chart: Overall, customers are satisfied about their banking facilities.

Comments: Above this pie chart shows that the customers are agree 40%, strongly agree 28%,

disagree 24% and neutral 8%. It means that the customers are more satisfied on their banking

facilities.

39

Chapter: 5

Conclusion and Recommendation

Chapter Includes:-

Conclusion

Recommendations

40

5.1 Conclusion

Finally, it can be concluded that, internship program has been arranged for gaining practical

knowledge with theoretical knowledge. Highest effort has been given to provide the actual

scenario of the general banking system of the National Bank limited. During the internship, it is

found that The Uttara branch of National Bank Limited provides all the conventional banking

services as well as some specialized financing activities. The Branch also provides loans in

different categories. National bank Limited is one of the largest and oldest banks in the private

banking sector. It has a large portfolio with huge assets to meet up its liabilities and the

management of this bank is equipped with the expert bankers and managers in all level of

management. A banker cannot sleep well with bad debts in his portfolio. The failure of

commercial banks occurs mainly due to bad loans, which occurs due to inefficient management

of the loans and advances. Beside this, a good customer service and general banking activities

attract the customers. So, National Bank is focusing more on ensuring a good quality banking

service to attract more and more customers.

41

5.2 Recommendations:

The management must try to maintain long term relationship with their customers.

The manager should regularly take the feedback of the customers and should incorporate

the changes desired by the customers in their feedbacks.

The manager must arrange training programs for their employees in order to make them

more effective while dealing with the customers.

The ATM should be prompt and managers must try to minimize inconvenience at ATM

for the customers.

Manager must ensure that customer complaints are addressed with top most priority.

The customer service representatives should be knowledgeable.

The customer should feel secure when they use product and services of the bank and

consider it an honest and worthwhile bank.

National Bank limited should be updates technological services.

Manager must ensure efficiency in their operations so that customers do not have to

suffers or wait for long time for their intended work.

National Bank limited should increase all deposit interest rate and decrease all loan

interest rate.

The Manager should always consider the needs of the customers.

42

Chapter: 6

Internship Experience

Chapter Includes:-

Work, workflow and people met

Significant pleasant and limitation of the report

References

Appendices

43

6.1 Work, workflow and people met:

I worked in general banking section of National bank Ltd, Uttara Branch. It was my fast

experience to work any organization. General banking section is important section of any

banking section. I opened customer accounts and also writing the Deposit slips and Credit

voucher of customers. I also take the Cheque book requisition and provided the Cheque book to

the customers. I also worked in Pay Order section. I am also working at FDR section and open

FDR account. I also checked the bank daily transaction voucher. Such as - cash, transfers,

clearing and foreign remittance etc.

6.2 Significant pleasant and limitation of the report:

There are some limitations in my study. I faced some problems during the study. These are given

below:

Lack of time: The time period of this study is very short. I had only 8 weeks in my hand to

complete this report, which was not enough. So I could not go in depth of the study.

Secondary information: There was a lack of proper secondary information for National Bank

Limited and its product. Annual report, policy guidelines, website and other related documents

do not cover full and sufficient information.

Insufficient data: In order to guard the secrecy of the bank, National Bank limited is not

interested to disclose some certain information that is required to prepare this report.

Certainty: There was some sort of differences between the data collection from different

sources of information of the same topic.

Lack of Co-operation: As the bank officers are so much busy that it difficult for them to co-

operate with me, which is also a constraint for this report.

Lack of experience: There was lack of experience in collecting information, doing analysis and

taking assessment of the related topics. However as time passed by many of these limitations

faded.

44

6.3 References

• Annual report of National Bank Ltd (2015)

• Articles of National Bank Ltd. (2015).

• History of National Bank Limited [online] Available:

• http://en.wikipedia.org/wiki/List_of_banks in Bangladesh

• www.nblbd.com

• Annual Report of National bank Ltd. (2014)

http://en.wikipedia.org/wiki/List_of_banks%20in_Bangladesh

http://www.nblbd.com/

45

6.4 Appendices

Survey on customer Satisfaction in General banking systems

Name of the customers: Phone No:

………………………………………………………

Profession of the customers:

1) Business man 2) Service holder 3) Students 4) others.

Age:

1) Above 20 2) Above 3o 3) Above 40 4) Below 20

Income:

1) Above-10000 2) Above-20000 3) Above-30000 4) Below -10000.

What types of accounts Customers are holding in this bank:

1) Current Deposit.

2) Savings.

3) Net Monthly Scheme.

4) Fixed Deposit.

5) Others.

Some comments regarding this Survey:

**Thank you so much for giving me your valuable times**

Agree St.

Agree

Neutral Disagree St.

Disagree

1. Customers encounter difficulties while opening

account.

2. Customers are satisfied with the services provided

by the cash counter.

3. Customers are satisfied on ATM facilities of this

bank.

4. Customers are satisfied with deposit Interest rates.

5. Overall, Customers are satisfied about their banking

facilities.

46

Table 5: Account opening data of NBL (Uttara, Branch)

Times Month Savings Current NMS MDS FDR

1 Jan-2016 106 15 140 13 71

2 Feb-2016 83 11 63 0 59

3 Mar-2016 64 11 14 3 58

4 April-2016 55 8 30 3 32

5 May-2016 83 4 34 1 41

6 June-2016 54 5 27 1 49

7 July-2016 34 2 20 2 35

8 Aug-2016 64 7 29 2 42

9 Sep-2016 57 8 14 1 39

10 Oct-2016 51 4 31 1 37

11 Nov-2016 61 5 27 4 37

12 Dec-2016 76 4 26 2 45

13 Jan-2017 61 8 43 3 37

14 Feb-2017 68 12 40 3 43