An Assignment On Employ Satisfaction of City Bank

Prepared By Dipock Mondal +8801916286988

Submission Date :22,December,2009

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ACKNOWLEDGEMENT
An individual cannot achieve such purpose of preparing report; it is obvious that guidance, support and continuous supervision have to be undertaken First of all we are grateful to almighty Allah for giving me the strength and special blessing complete my report successfully. At first I would like to express my gratitude to my teacher …………Liza Khan…………………… who helps me in every step of report writing by giving pertinent guidance, advice and encouragement.

We are taking this opportunity to express our thanks to the customers of different bank in Bangladesh. They help us to collect banks information. They help me very friendly and clearly.

EXECUTIVE SUMMARY
Banks are the pillars of the financial system. Specially, in Bangladesh, proper banking system is very important, because the capital market is more developed here. The main focus of this report is to show customer satisfaction of commercial bank. A short describe of online banking system in Bangladesh. We explain an overview of generation and banking activities, which includes form of customer service and their legal aspect. We describe the origin of the report, rationale of the study, objectives of the study, methodology of the study and constraints of the study. The main objective of online banking is to maximize profit and ensure the best possible service towards the customer.

INTRODUCTION
A bank is a financial institution licensed by a government. Its primary activities include borrowing and lending money. Many other financial activities were allowed over time. The Bank was incorporated as a public limited company under the Companies Act. 1994

The Bank offers the full range of banking and investment services for personal and corporate customers, backed by the latest technology and a team of highly motivated officers and staffs. Banks are providing Excellence in Banking services; bank has launched fully automated Phone Banking service, joined a countrywide-shared ATM network and has introduced a co-branded credit card. A process is also underway to provide e-business facility to the bank's clientele through Online and Home banking solutions.

OBJECTIVE OF THE STUDY:
The basic objectives of this practical orientation are as follows: To have an exposure on the banking environment of Bangladesh To gain experience on different functions of Banks such as online banking, general banking, Foreign Exchange department and Loans & Advance etc. To have some practical exposures that will be helpful for developing my future career. To facilitate the students apply their theoretical knowledge in practical level of operation of a bank as well as find out the differences between theory practices.

METHODOLOGY:
For any research methodology is very important. Without adopting proper methods it is difficult to conduct to research successfully. The optimum outcome of the research depends largely on the adopting of the prepare this assignment we followed some methods, survey method, statistical method, historical method, case study method etc. respectively where it is applicable .The techniques of data collection followed in this research are interviewing, questionnaire, of document sources. We also took the help of different website to collect the topic-related information and statistics.

The primary sources of information:
Personal observation of different tasks.

Exposure on different desk of the bank. Studying of different banks. Direct conversations with the customer.

The secondary sources of information:
Prospectus of different banks Internet Various books, articles, compilations etc. regarding general banking functions, foreign exchange operations and credit policies.

AUTOMATION & ONLINE SERVICE:
The banking operations must be automated with a view to get optimum benefit and increase efficiency in serving the valued customers. In the age of information technology revolution, customer satisfaction entirely depends on technology- advanced service. Banks are absorbed modern techniques and innovations to attract their clientele group. Online bank must be having application software, which will span the entire range of corporate and consumer products. Future strengthen the relationship with the clients and make banking more convenient and easy has already introduces “On-line banking”.

.2 Importance of Job Satisfaction
Job satisfaction results from pleasurable emotional state and is leads frequently to a positive work attitude. Uncertainty lowers self-worth and produces anxiety. Again monotony erodes a worker’s initiative and enthusiasm and leads to absenteeism and unnecessary turnover. Whereas, a satisfied worker id more likely to be creative, flexible, innovative and loyal. Job satisfaction thus holds the following importance:  High quality performances can be achieved;  Productivity increases;

 Absenteeism and termination evaporate;  Complaints and grievances reduces;  Creativity of workers increases;  Morale and punctuality rise; Therefore job satisfaction both directly and intangibly improves the work force. However, it is important to know that job satisfaction and productivity are not conclusively correlated to or consistent on each other. Nevertheless, without job satisfaction leading the workforce toward greater achievement is nearly impossible.

3.4 Building Job Satisfaction
Now realizing the importance of job satisfaction, the perplexity of establishing it in the workforce has taken cleared. Organizations have to ensure some following facts to enhance the job satisfaction. Besides, manager should consider some other factors if managers are serious about upholding job satisfaction among employees by
 

Creating stimulating work environment; Ensuring job enrichment which is deliberate upgrading of responsibility, scope, and challenge in the work itself. Job enrichment usually includes increased responsibility, recognition, and opportunities for growth, learning, and achievement. Opportunities to use one's talents and to be creative; Holding high commitment and relationship with supervisors and co-workers; A stable, secure work environment that includes job security/continuity; Competitive salary and opportunities for promotion; Matching workers with the type of work and placing them according to it;

    

There are many factors that affect job satisfaction and that what makes workers happy with their jobs varies from one worker to another. Apart from the factors mentioned above, job satisfaction is also influenced by the employee's personal characteristics, the manager's personal characteristics and management style, and the nature of the work itself. Managers who want to maintain a high level of job satisfaction in the work force must try to understand the needs of each member of the work force

1) Age:
Frequency Below 20years 20-30years 30-40years 40-50years 50years or above Total 4 12 8 4 2 30 Valid Percent 13.4 40.0 26.6 13.4 6.6 100.0

Below 20years Below 20years 20-30years Total 30-40years 40-50y ears 50years or above 20-30years 30-40years 40-50years 50years or above Total

Here we see after collecting information the age limit of the responders are below 20 years 4 people,13.4% and 20-30 years 12 people 40%,30-40 years 8 peoples 26.5% and 50 years and above 2 peoples 6.6%.Total responders 30 persons.

2) Gender:
Frequency Male Female Total 18 12 30 Valid Percent 60.0 40.0 100.0

40% 1 2 60%

Most of the responders are Male that is 60% and others are female that is 40%

3) Education:
Frequency Valid Percent

Below secondary school Secondary school Higher secondary Graduate Post graduate Others Total

3 3 8 9 5 1 30

10.0 10.0 26.7 29.8 16.7 3.4 100.0

Education: Frequency 2% 5% 5% 13% 50% 15% 2% 8% No formal education Below secondary school Secondary school Higher secondary Graduate Post graduate Others Total

After collecting information and analysis we see that from the responders 3.4% users have no formal education and below secondary are 10% users. Secondary and higher secondary passed users are accordingly 10% and 26%.Graduates and Post graduates are 29.8% and 16.7%>and others 3.4%

4) Disposables Income:

Frequency Below BDT.10000 BDT.10000-20000 BDT.20000-30000 BDT.30000-40000 Above 40000 Total 12 6 6 4 2 30

Valid Percent 40.0 20.0 20.0 13.4 6.6 100.0

7% 0% 13% Dis posables Inc ome 40% Below BDT.10000 BDT.10000-20000 BDT.20000-30000 20% BDT.30000-40000 Above 40000 20%

After collecting information and analysis we see that monthly income 40.0% users have below 10,000(tk) on and 20% users have 10,000-20,000(tk). 20,000-30,000(tk) income have 20.0% 30,000-40,000(tk) have 20.0%.Above 40,000(tk) 6.6.0%.

6) Residential Area:
Frequency Mirpur Mohammadpur Dhanmondi Azimpur Tejgoun Rampura Khilkhet Uttara Banani Gulshan Baridhara Moghbazar Cantonment Motijhell Kakrail Old dhaka Total 2 2 2 2 1 1 2 2 3 3 1 2 1 4 1 1 30 Valid Percent 6.6 6.6 6.6 6.6 3.4 3.4 6.6 6.6 10.0 10.0 3.4 6.6 3.4 13.4 3.4 3.4 100.0

Residential Area: Frequency

Mirpur Mohammadpur Dhanmondi

3% 3% 13% 3% 7% 3% 10% 10%

7%

7% 7% 7% 3% 3% 7% 7%

Azimpur Tejgoun Rampura Khilkhet Uttara Banani Gulshan Baridhara Moghbazar Cantonment Motijhell

After collecting information and analysis we see that most of the branch is in main city in Bangladesh. Outside branches position is not good. Most of the customers like to open an account in town area.

7) How long have you been using online banking:
Frequency 0-2years 2-4years 4-6years 6-8years 8years & above Total 4 12 6 5 3 30 Valid Percent 13.3 40.0 20.0 16.7 10.0 100.0

10%

0%

13%

How long have you been using online banking:

17%

0-2years 2-4years 40% 20% 4-6years 6-8years 8years & above

After collecting information and analysis we see that new customer are 13.4% and semi middle account user are 40% users. Old users are 46.6%.

8) Online banking saves your valuable time to go your own branch:
Frequency Strongly disagree Disagree Neutral Agree Strongly agree Total 1 1 2 10 16 30 Valid Percent 3.3 3.3 6.6 33.4 53.4 100.0

How long have you been 1 1 2 using online banking: Strongly disagree Disagree 16 10 Neutral Agree Strongly agree

After collecting information and analysis we see that from the responders 3.3% are strongly disagree and .3.3% users are disagree,6.6% are neutral. Agree and strongly agree are 33.4% and 56.4%.

Note: Most of the customers are satisfaction of the service. Little percents are
dissatisfaction. Bankers are needs to identified, why they are dissatisfaction.

9) Online banking system has overcome our signature verification problem:

Frequency Disagree Neutral Agree Strongly agree Total 2 5 11 12 30

Valid Percent 6.6 16.7 36.7 40.0 100.0

Online banking system has overcome our signature verification problem: Disagree Neutral Agree Strongly agree 0% 0% 7% 39% 17%

37%

After collecting information and analysis we see that from the responders 6.6% disagree and 16.7% users are neutral. Agree and strongly agree are 36.7% and 40%.

Note: Large percentages are satisfaction. There are providing proper service and solve
different kinds of problem.

10) ATM location is convenient for you?
Frequency Strongly disagree Disagree Neutral Agree Strongly agree Total 1 3 6 12 8 30 Valid Percent 3.3 10.0 20.0 40.0 26.7 100.0

ATM location is convenient for you? Strongly disagree Neutral Strongly agree

0% Disagree 0% Agree 0% 0% 3%

27%

10% 20%

40%

After collecting information and analysis we see that from the responders 3.3% are strongly disagree and 10% users are disagree,6.6% are neutral. Agree and strongly agree are 33.4% and 56.4%.

Note: ATM location is proper, customer are satisfaction. They have need to increase
there ATM location.

11) ATM gives you the privacy?
Frequency Valid Percent

Strongly disagree Disagree Neutral Agree Strongly agree Total

1 6 3 12 8 30

3.3 20.0 10.0 40.0 26.7 100.0

0% 3% 27% 20%

ATM gives you the privacy?

Strongly disagree 10% Disagree Neutral 40% Agree Strongly agree

After collecting information and analysis we see that from the responders 3.3% are strongly disagree and 20.0% users are disagree,10.0% are neutral. Agree and strongly agree are 40.0% and 26.7%.

Note: They take strongly security system to all customers, customer are satisfied to there
security.

12) Online banking gives you the chance for depositing and withdrawing money from any branch?
Frequency Strongly disagree Disagree Neutral Agree Strongly agree Total
0% 3% 10%

Valid Percent 1 3 5 3.3 10.0 16.6 33.4 36.7 100.0
Online banking gives you the chance for depositing and withdrawing money from any branch Strongly disagree

10 11 30

37% 17%

Disagree

Neutral

Agree

33%

Strongly agree

After collecting information and analysis we see that from the responders 3.3% are strongly disagree and .10.0% users are disagree,16.6% are neutral. Agree and strongly agree are 33.4% and 36.7%.

Note: Online banking system gives the opportunity the chance for depositing and
withdrawing money from any branch. Customers are accepting this opportunity.

13) You are able to transfer money from any branch to any other account of your bank?
Frequency Strongly disagree Disagree Neutral Agree Strongly agree Total 2 4 6 11 7 30 Valid Percent 6.6 13.3 20.0 36.7 23.4 100.0
You are able to transfer money from any branch to any other account of your bank 13% Strongly disagree

0% 23%

7%

Disagree

Neutral 20% Agree

37%

Strongly agree

After collecting information and analysis we see that from the responders 6.6% are strongly disagree and .13.3% users are disagree,20.0% are neutral. Agree and strongly agree are 36.7% and 23.4%.

Note: Customers are able to transfer money from any branch to any other account of
your bank. Customers are accepting this facility. But rural area this facility is not available.

14) Online banking gives you the option for collecting account statement over the bank through SMS/ E-mail services?

Frequency Strongly disagree Disagree Neutral Agree Strongly agree Total 3 5 9 7 6 30

Valid Percent 10.0 16.6 29.8 23.6 20.0 100.0
Online banking gives you the option for collecting account statement over the bank through SMS/ E-mail services Strongly disagree

0% 20%

10%

17%

Disagree

Neutral 23%

Agree

30%

Strongly agree

After collecting information and analysis we see that from the responders 10.0% are strongly disagree and 16.6% users are disagree,29.8% are neutral. Agree and strongly agree are 23.6% and 20.0%.

Note: Online banking system, customer can collect there account statement in all
branches. Bank through the SMS/ E-mail services customers are enjoy this kind of facility.

15) Online transactions with your bank are always accurate?

Frequency Strongly disagree Disagree Neutral Agree Strongly agree Total 3 5 7 9 6 30

Valid Percent 10.0 16.6 23.6 29.8 20.0 100.0

0% 20%

10%

Online transactions with your bank are always accurate

17%

Strongly disagree Disagree Neutral Agree

30% 23% Strongly agree

After collecting information and analysis we see that from the responders 10.0% are strongly disagree and 16.6% users are disagree,23.6% are neutral. Agree and strongly agree are 29.8% and 20.0%.

Note: Online transactions are always accurate, most of the customer are satisfy and
neutral. One large number are disagree, bankers are try to increase there facility.

16) You feel secured in any transaction with online banking?
Frequency Valid Percent Strongly disagree Disagree Neutral Agree Strongly agree Total
0% 3% 20% 13% You feel secured in any transaction with online banking Strongly disagree Disagree Neutral 23% Agree Strongly agree 41%

1 4 7 12 6 30

3.3 13.3 23.4 40.0 20.0 100.0

After collecting information and analysis we see that from the responders 3.3% are strongly disagree and 13.3% users are disagree,23.4% are neutral. Agree and strongly agree are 40.0% and 20.0%.

Note: Most of the customers are secured to transaction money with the help of online
banking system, because banking security system is strong.

17) Customer service representatives are available on online for instant response to your queries?
Frequency Strongly disagree Disagree Neutral Agree Strongly agree Total
0% 3% 10% 27% Customer service representatives are available on online for instant response to your queries Strongly disagree

valid Percent 1 3 7 3.3 10.0 23.6 36.7 26.7 100.0

11 8 30

Disagree 23%

Neutral

Agree

Strongly agree 37%

After collecting information and analysis we see that from the responders 3.3% are strongly disagree and 10.0% users are disagree,23.6% are neutral. Agree and strongly agree are 36.7% and 26.7%.

Note: Customer service or HRM department is not available. Customers are not
dissatisfaction in this time.

18) All the information provided in the website is sufficient for you?

Frequency Strongly disagree Disagree Neutral Agree Strongly agree Total
0% 3% 20% 13%

Valid Percent 1 4 7 3.3 13.3 23.4 40.0 20.0 100.0

12 6 30

All the information provided in the website is sufficient for you Strongly disagree Disagree Neutral 23% Agree Strongly agree

41%

After collecting information and analysis we see that from the responders 3.3% are strongly disagree and .13.3% users are disagree,23.4% are neutral. Agree and strongly agree are 40.0% and 20.0%.

19) Your bank does not misuse any of your personal information?

Frequency Strongly disagree Disagree Neutral Agree Strongly agree Total
0% 3% 17% 30%

Valid Percent 1 5 4 3.3 16.6 13.3 36.6 29.8 100.0

11 9 30

Your bank does not misuse any of your personal information Strongly disagree Disagree 13% Neutral Agree Strongly agree

37%

After collecting information and analysis we see that from the responders 3.3% are strongly disagree and 16.6% users are disagree,13.3% are neutral. Agree and strongly agree are 36.6% and 29.8%.

Note: Banks does not misuse any personal information, some time government collect
personal information; this is one kind of misuse.

20) Your bank quickly resolves problems you encounter with your online transactions?

Frequency Strongly disagree Disagree Neutral Agree Strongly agree Total
0% 3% 10% 23%

Valid Percent 1 3 6 3.3 10.0 20.0 43.4 23.3 100.0
Your bank quickly resolves problems you encounter with your online transactions Strongly disagree

13 7 30

Disagree 20% Neutral

Agree

44%

Strongly agree

After collecting information and analysis we see that from the responders 3.3% are strongly disagree and .10.0% users are disagree,20.0% are neutral. Agree and disagree are 43.4% and 23.3%.

Note: Banks are solving any kinds of problems about money transactions in online.

21) You frequently face trouble with the server of your online banking?

Frequency Strongly disagree Disagree Neutral Agree Strongly agree Total 3 5 8 9 5 30

Valid Percent 10.0 16.6 26.7 29.8 16.6 100.0

0% 17%

10% You frequently face trouble with the server of your online banking 17% Strongly disagree Disagree Neutral

29%

Agree Strongly agree 27%

After collecting information and analysis we see that from the responders 10.0% are strongly disagree and 16.6% users are disagree,26.7% are neutral. Agree and strongly agree are 29.8% and 16.6%.

22) Online banking service charges are affordable?

Frequency Strongly disagree Disagree Neutral Agree Strongly agree Total 3 4 9 8 6 30

Valid Percent 10.0 13.4 29.8 26.8 20.0 100.0

0% 20%

10% Online banking service charges are affordable 13% Strongly disagree Disagree Neutral Agree

27% Strongly agree 30%

After collecting information and analysis we see that from the responders 10.0% are strongly disagree and 13.4% users are disagree,29.8% are neutral. Agree and disagree are 26.8% and 20.0%.

23) All the debit card member banks can make ATM transactions within network at very convenient fees?

Frequency Strongly disagree Disagree Neutral Agree Strongly agree Total
0% 3% 23% 13%

Valid Percent 1 4 7 3.3 13.3 23.4 36.6 23.4 100.0
All the debit card member banks can make ATM transactions within network at very convenient fees Strongly disagree

11 7 30

Disagree

23%

Neutral

38%

Agree

Strongly agree

After collecting information and analysis we see that from the responders 3.3% are strongly disagree and .13.3% users are disagree,23.4% are neutral. Agree and disagree are 33.4% and 23.4%.

24) Transfer money over the bank website should be introduced?
Frequency Strongly disagree Disagree Neutral Agree Strongly agree Total
0% 3% 20% 10% Transfer money over the bank website should be introduced Strongly disagree Disagree 27% Neutral Agree Strongly agree 40%

Valid Percent 1 3 8 3.3 10.0 26.7 40.0 20.0 100.0

12 6 30

After collecting information and analysis we see that from the responders 3.3% are strongly disagree and 10.0% users are disagree,26.6% are neutral. Agree and disagree are 40.0% and 20.0%.

25) Account statement over the website should be available?
Frequency Strongly disagree Disagree Neutral Agree Strongly agree Total
0% 3% 10% 27% Account statement over the website should be available Strongly disagree Disagree Neutral Agree Strongly agree

Valid Percent 1 3 6 3.3 10.0 20.0 40.0 26.7 100.0

12 8 30

20%

40%

After collecting information and analysis we see that from the responders 3.3% are strongly disagree and 10.0% users are disagree,20.0% are neutral. Agree and disagree are 40.0% and 26.7%.

26) Increase ATM booth location?
Frequency Strongly disagree Disagree Neutral Agree Strongly agree Total 1 2 7 8 12 30 Valid Percent 3.3 6.6 23.4 26.7 40 100.0

0%3%

7%

40%

Increase ATM booth location 23% Strongly disagree Disagree Neutral Agree Strongly agree

27%

After collecting information and analysis we see that from the responders 3.3% are strongly disagree and 6.6% users are disagree,23.4% are neutral. Agree and disagree are 26.7% and 40.0%.

27) Statement should be available over all the ATM booths?

Frequency Strongly disagree Disagree Neutral Agree Strongly agree Total 1 2 6 11 10 30

Valid Percent 3.3 6.6 20.0 36.7 33.4 100.0

0%3%

7% Statement should be available over all the ATM booths

33% 20%

Strongly disagree Disagree Neutral Agree Strongly agree

37%

After collecting information and analysis we see that from the responders 3.3% are strongly disagree and .6.6 users are disagree, 20.0% are neutral. Agree and disagree are 36.7% and 33.4%.

28) Withdrawing the amount of money should be flexible?

Frequency Strongly disagree Disagree Neutral Agree Strongly agree Total
0% 3% 10%

Valid Percent 1 3 4 3.3 10.0 13.3 40 33.4 100.0

12 10 30

Withdrawing the amount of money should be flexible 33% 13% Disagree Neutral Agree Strongly agree Strongly disagree

41%

After collecting information and analysis we see that from the responders 3.3% are strongly disagree and 10.0% users are disagree,13.3% are neutral. Agree and disagree are 40.0% and 33.4%.

29) Corporate services should be instant?

Frequency Strongly disagree Disagree Neutral Agree Strongly agree Total 1 2 7 13 7 30

Valid Percent 3.3 6.6 23.4 43.4 23.3 100.0

0%3% 23%

7% Corporate services should be instant Strongly disagree 23% Disagree Neutral Agree Strongly agree

44%

After collecting information and analysis we see that from the responders 3.3% are strongly disagree and 6.6% users are disagree,23.4% are neutral. Agree and disagree are 43.4% and 23.3%.

30) Joint debit card under a single account should be introduced?

Frequency Strongly disagree Disagree Neutral Agree Strongly agree Total 3 4 8 9 6 30

Valid Percent 10.0 13.4 26.8 29.8 20.0 100.0

0% 20%

10%

Joint debit card under a single account should be introduced 13% Strongly disagree Disagree Neutral Agree

30%

27%

Strongly agree

After collecting information and analysis we see that from the responders 10.0% are strongly disagree and .13.4% users are disagree,26.8% are neutral. Agree and disagree are 29.8% and 20.0%.

SOWT Analysis STRENGTH:

1 2 3 4

Strong financial capacity.

Combination of modern technology. Transfer money is to any where.

A group of skilled and trained human resource with national and internal expertise. 5 6 Efficient management under all online banks.

Reputation in the national and international banking sector for higher service quality. 7 A strong relationship between all customer and management.

WEAKNESS:
1 2 3 4 High cost of service charge. Absence of micro-credit unit. No social –economic enlistment.

Adequate promotional campaign.

OPPORTUNITY:

1 2

Branch network expansion.

Can offer wide range of financial products. 3 4 Can invest in IT sector.

Foreign remittance opportunity.

THREAT:

1

Deterioration of global economic conditions. 2 Political instability of the country. 3 4 Currency rate fluctuations. Volatile call money market.

5 6

Critical legislative procedure of the government.

New competitors entering in the field of financial institutions.

CONCLUSION:
I have gained so much practical knowledge about this activity through this report. It will help in me educational life as well as in our practical life. It is the age of technology revolution; customer satisfaction entirely depends on technology-advanced service. That is why, third generation bank absorbed modern techniques and innovation to attract their clientele groups. The major technological innovation adopted by third generation banks. Banks are trying to do some thing to social welfare. Every year different organization arranges different type of activities to social wellbeing. A friendly environment prevails there. Though it is scientifically managed process of customer and the staff relationship, should be more neutral and nepotism free.

RECOMMENDATIONS

Based on analysis and findings, a number of recommendations have been made:

• •

Introduction of credit card and consumer credit scheme

Increasing diversified products such as education loan, (without any security). • • Installation of IT for easier communication

Should attract more local businesspersons by enhancing facilities

Need to consider making changes in operational policies and procedural formalities to help the clients. • Should try to provide export credit as a preferential rate of interest. • More telephone connection is required • • • Improvement of outlook

Proper training of the employees

Can introduce premium-banking services for valued customers • The responsibility should be rested upon employees

More personnel are needed in online Banking Section considering the volume of work.

Refference:

1

Philip Kotler, PHD“MARKAETING MANAGEMENT” 10TH Edition,
2

Annual Report of UTTARA BANK LIMITED 2006, Annual Report of DHAKA BANK LIMITED 2007, Web side (www.wikipedia.com). (Date: 12/08/2009)

3

4