RESEARCH PROPOSAL

EVALUATING THE PERFORMANCE OF NBP

CUSTOMER SERVICE BY EMPLOYEE MOTIVATION,
REGARDING AGRICULTURE ASSISTANCE.

Submitted to:
MADAM QURAT-UL-EIN

Submitted by:
OBAID ULLAH
BBA- 6th Semester

Dated: Nov 25, 2009,

INSTITUTE OF MANAGEMENT SCIENCES, PESHAWAR
 INTRODUCTION & BACKGROUND

The topic selected for the research is “Evaluating the Performance of NBP
Customer service by employee motivation, regarding agriculture assistance.”

Customer service is a series of activities designed to enhance the level of customer

satisfaction – that is, the feeling that a product or service of a company has met the
customer expectation.”

Typical organizations goal is to improve services provided to customers, and to

use customer satisfaction to attract potential customers as well as to retain them.
Customer service may be provided by a person i.e. sales and service
representative), or by automated means called self-service. Customer service is
normally an integral part of a company’s customer value proposition. Good
customer service is all about bringing customers and about sending them away
happy – happy enough to pass positive feedback about your business along to
others, who may then try the product or service you offer for themselves and in
their turn become repeat customers.

7 steps for customer services

1. Encourage Face-to-Face Dealings.

2. Respond to Messages Promptly.

3. Be Friendly and Approachable.

4. Clearly-Defined Customer Service Policy.

5. Attention to Detail.
6. Anticipate Your Client's Needs.

7. Honour Your Promises.

In the banking sector, all the banks take much care of their customer to get
higher level of customer satisfaction by providing them friendly and customer
oriented services. National Bank of Pakistan has also taken reasonable steps for
customer satisfaction. In past era there was no concept of caring the customers,
but in the 21st century of tough competition, all organizations as well as NBP
has adopted the concept of customer service.

National Bank of Pakistan has launched the agricultural credit program since
1972 with the market share of 18%. National Bank of Pakistan has been the
second largest lender after ZTBL regarding agriculture loans. National Bank of
Pakistan has always made some extra efforts for customer satisfaction. The old
custom is no more active now i.e. selling your product. Now the NBP take care
when a customer comes for taking loan, by treating him in friendly
environment and issues him the credit if he is eligible.

Higher level of customer satisfaction is possible due to highly motivated

employees. They can perform their duties with integrity, honesty and
efficiently. More briefly, the motivated employees can results in the higher
level of customer satisfaction. To make the employees motivated, an
organization would keep in mind………………..

 Good wages

 Job security

 Full appreciation of work done

  Promotion and growth

 Good working conditions

The research about the NBP has not yet been evaluated, so the main focus of
my research will be analyzing the customer services will be on the National
Bank of Pakistan, Peshawar zone. The study was made on the other areas but it
may possibly be not reflecting the views of the people of Peshawar about the
above stated bank.

RESEARCH METHODOLOGY

The research will be carried out by conducting survey through questionnaires;

easy to handle, unbiased, specific and precise. A blend of close and open end
questions will be developed to asses the performance of customer service in the
NBP.

PURPOSE OF THE STUDY

Ho: customer satisfaction is significantly related to the employee motivation.

Hi: customer satisfaction is not significantly related to the employee motivation.

SCOPE OF THE STUDY

The research will be conducted on the NBP and the focus will be on the evaluation
of the impact of customer satisfaction on the performance of the above mentioned
organization. The study will only cover the main branch of NBP Peshawar,
focusing only the respondent of 25-45 age limits. The focus of the research will
not be out from the location Peshawar. The primary data will be collected from the
questionnaires when conducting survey and the secondary data will be collected
from the internet, publications related to the customer satisfaction, and all the
books related to the research topic.

LIMITATIONS

The research is of about 1 month duration. Due to academic limitations it may not
be possible to cover larger area and sample size. Data availability limits our work
efficiency as well as the financial constraints also make barriers while conducting
the research.