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An Internship Report

On
Customers Satisfaction on Service Quality of National
Bank Limited

This Internship Report is submitted for the Partial Fulfillment of the Bachelor
of Business Administration

Submitted To:
Mahmuda Akter
Lecturer
Department of Finance
Faculty of Business Administration
Hamdard University Bangladesh

Submitted By:
Md. Ryad Hossain
ID No. 221141043
Major: Finance
Program: BBA (4th Batch)
Hamdard University Bangladesh

Faculty of Business Administration


Hamdard University Bangladesh

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LETTER OF TRANSMITTAL

23 June, 2018
Mahamuda Akter
Department of Finance
Hamdard University Bangladesh

Subject: Submission of the Internship Report

Dear Sir,

It is my pleasure to present this Report on Customers Satisfaction on Service Quality


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,
____________________
Md. Ryad Hossain
ID: 221141043
Batch: 4th
Bachelor of Business Administration
Hamdard University Banglades

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Student’s Declaration

I am Md. Ryad Hossain, hereby declare that the presented report of my internship titled
Customers Satisfaction on Service Quality of National Bank Limited. It is uniquely
prepared by me internee at National Bank Limited, Gazaria, 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.

…………………………….

Md. Ryad Hossain


ID: 221141043
Batch: 4th
Department of Business Administration
Hamdard University Bangladesh

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Supervisor’s Certificate

This to certify that the internship report on “Customers’ Satisfaction on Service Quality
of National Bank Limited”. For partial fulfillment Bachelor of Business Administration
(BBA), major in Finance from the Institute of Hamdard University Bangladesh carried out
by Md. Ryad Hossain, ID No. 221141043 under my supervision. Under my guidance and
supervision, this report is being carried out successfully. No part of the internship report
has been submitted for any degree diploma title or recognition before.

I wish him every success in life.

...............................................
Mahmuda Akter
Lecturer
Department Of Finance
Faculty of Business Administration
Hamdard University Bangladesh

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Acknowledgement

A lot of effort and study has been involved in preparing this report into reality. I would
like to remember the name of the Almighty Allah who has created us and given us
knowledge, time and energy for completing my internship program. I would like to thank
and convey my gratitude to my internship supervisor Mr. Mahmuda Akter for providing
me continuous support and guideline to prepare a collaborative formal report .I would like
to express my sincere appreciation to her for wholehearted support and guidance. With a
great pleasure, I would like to express my deep sense of gratitude to the management of
National Bank Limited for their valuable and helpful support.

I would like to thank to Md. Shahidul Islam (Senior Assistant Vice President & Manager),
National Bank Limited Gazaria Branch, Munshigonj for granting my internship in their
organization., I am also grateful to Md. Abdur Rahman, (Second Officer), Mr. Samsul
Haque (Senior Officer), Md. Tanzilur Rahaman (Senior Officer Cash), Md Masum Billah
(Junior Officer Remittance), Md Monir (Senior Officer), of Gazaria Branch, Munshigonj.
Without their help it would have not been possible for me to complete the internship
program easily.
Then I would like to thank again to Md. Shahidul Islam (Senior Assistant Vice President
& Manager).He is my instructor of the internship program. He was always at my side with
his ever-extending helping hand, guidance, enthusiasm and inspiration and above all,
flexibility of work.

I would like to take the opportunity to express my wholehearted gratitude to my fellow


friends, near and dear ones who offered encouragement, information, inspiration and
assistance during constructing this report. Then at last I shall be grateful to those persons
who read this report and who shall get benefit from this report at present and future

Md. Ryad Hossain

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Executive Summary

National Bank Limited is a customer oriented financial institution. It remains dedicated to


meet up with the ever growing expectations of the customer because at National Bank,
customer is always at the center. Customer satisfaction is a measure of how products and
services supplied by a company meet or surpass customer expectation. It is seen as a key
performance indicator within a business. So, assessing the level of customer satisfaction
actually helps to measure an organization‘s position in business. I am doing my internship
in National Bank limited with rotation on different desks which includes Accounts
Opening, General Banking, Retail Banking, Clearing, Remittance, Loans and Advances
etc. In this report “The Customer Satisfaction on different services of National Bank
Limited”. I will focus on various aspects of this Bank. Since they are standing at good
position among the private banks, their financial position, market shares, marketing
mechanisms, overall strengths and weakness, objectives, goals will be cross examined for
analyzing the fact that how they were and how they will be in future. Various types of
analysis will help us to understand the comparative position and a transparent picture of
this Bank that will help us to draw any comment at a glance. As I am directly in touch
with customers, the report will deal with the service quality and customer satisfaction of
National Bank Limited. A survey will be conducted on the customers of National Bank
Limited. The objective of this report will be to determine how well National Bank Limited
is satisfying the customers on different service grounds. Various important issues of
customer satisfaction will be presented in light of the findings of the survey. Lastly, the
findings will be examined to prescribe a set of specific recommendations to improve the
overall service quality according to customers’ expectations and also to solve the existing
problems in the whole organizational level. Chapter One introduction covers the
introductory part of the report. In this part, I tried to explain Background, Rationale of the
Study, and Origin of the Study, Objectives of the Study, limitation, and methodology of
the study. Chapter Two Overview of NBL covers the profile of the company. In this
section, I tried to discuss the overall information of NBL. Chapter Three Customers
Satisfaction in NBL covers the Customer Service, customer services in banking business
at last the others chapters covers Customer satisfaction level on National Bank Limited,
Findings, Analysis, Recommendation and Conclusion.

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Table of Contents

SN: Contents Page No

Letter of Transmittal……………………………………………………………….. I
Student’s Declaration……………………………………………………………….II
Supervisor’s Certificate………………………………………………………….....III
Acknowledgement……………………………………………………………...…. IV
Executive Summary…………………………………………………………..…….V
Chapter One: Introduction
1.1 Background……………………………………………………………….…….2
1.2 Rationale of the Study………………………………………………………….3
1.3 Origin of the Study……………………………………………………………..3
1.4 Objectives of the Study…………………………………………………….…. 4
1.5 Methodology……………………………………………………..…………….5
1.6 Limitations of the Study………………………………………………….…….5
Chapter Two: An Overview of National Bank Limited
2.1 Introduction……………………………………………………………….……7
2.2 Mission of National Bank Limited…………………………….……………….7
2.3 Vision of National Bank Limited……………………………………………....8
2.4 Goal of National Bank Limited…………………………………………....…...8
2.5 Profile of National Bank Limited…………………………………………….. 8
2.6 Organizational Structure of NBL…………………………………………...….9
2.7 Products and Services of National Bank Limited………………………..….. 11
2.8 Capital Base of NBL……………………………………………………..…...11
2.9 Learning and Observations…………………………………………….……..12
Chapter Three: Customers Satisfaction
3.0 Customer Service…………………………………………………….……….15
3.1 Customer Services in National Bank……………………………………….…16
3.2 Service Quality………………………………………………………………..17
3.3 Customer Satisfaction………………………………………………………....17
Chapter Four: Analysis of Customers’ Satisfaction on Service Quality of NBL
4.1 Customer satisfaction level on National Bank Limited……………..……….. 19

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4.2 Analysis of sampling data………………………………………………..……20
4.3 Employee behavior with the customer………………………………………....21
4.4 Reasonable Service Charge……………………………………………….…....23
4.5 Provide prompt and accurate service……………………………………….….25
4.6 Problem Solving Skills of the Employee………………………………….…...27
4.7 Facility of utility bill Payment……………………………………………....…29
4.8 Using modern and updated technology………………………………….....…..31
4.9 Provide quality network for ATM service…………………………………..…33
4.10 Easy procedure of getting Loan………………………………………….…....35
4.11 Provide good banking service…………………………………………….…...37
4.12 Good office environment……………………………………………......….....39
4.13 Takes reasonable time to give service……………………………............…...41
4.14 Bank is specious……………………………………………………………….43
4.15 Overall Customers Satisfaction Level of NBL, Gazaria Branch.
Calculation of Average and Standard Deviation……………..………………....….45
Chapter Five: Findings, Conclusion & Recommendations
5.1 Findings from analyzed data……………………………………………….…..47
5.2 Recommendations………………………………………..……….……….…..48
5.3 Conclusion………………………………………………………………….….49
Appendix........................................................................................…….…....A-1

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Chapter One
Introduction

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Chapter One
Introduction
1.1 Background
This internship is a part of the Bachelor of Business Administration (BBA) program that
provides an on-the-job experience to students. The theoretical knowledge and practical
training is not the same theme. The theoretical knowledge is fulfilled when it can be used
in the practical field. The goal of internship is to apply ones theoretical knowledge in
practical fields. Thus internship is a pragmatic application of knowledge and achieving
practical experience by engaging oneself in different and distinct sectors of work. That is
why the internship program is also included in the curriculum of BBA in Hamdard
University Bangladesh, which is undertaken in different organization of the country. I
have also completed my internship program at National Bank Limited, Gazaria,
Munshiganj, Banking system occupies an important place in a nation’s economy because
of its intermediary role; it ensures allocation and relocation of resources and keeps up the
momentum of economic activities. A banking institution is indispensable in a modern
society. It plays a pivotal role in the economic development of a country and forms the
core at the money market in any country. In a developing country like Bangladesh the
banking system as a whole has a vital role to play in the progress of the economic
development. Bank plays an important role in the business sectors and in the
industrialization of a country. Basically the banks take deposits from the customers
against interest and lend it to the borrowers against interest for a cessation period. Under
these circumstances of banks offers different interest rates and other options to the
customers to remit and deposit their money. These options are very common among the
entire bank, but only the customer services and other facilities vary from bank to bank. In
our country, there are Govt. Banks, Semi-Govt. Banks, and Private sector commercial
bank of Bangladesh and National Bank Limited is the second generation private bank in
Bangladesh. This study also finds that credit risk management needs to be a robust
process that enables banks to proactively manage loan portfolios in order to minimize
losses and earn an acceptable level of return for shareholders.

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1.2 Rationality of the Study
Bank is the most important financial institution in the economy. It plays vital role in the
economy by providing means of payment and in mobilizing resources. The economic
development of a country depends on the development of banking sector to a great
extent. The dependence of banking sector in modern economy is increasing day by day
because this sector ultimately contributes to run the wheel of development in a more
dynamic way. Today’s modern banks are not only provides traditional banking, rather
banks are expanding the menu of financial services, banks are making the untouchable
service touchable for their customers. The changing and expanding role of banking has
made the banking business more complex and competitive. For survival and growth of
this business demands creativity, specialization and knowledge and adoption of new
technology are used. But technology, creativity, specialization all these cannot support a
bank to survive unless the services are marketed in the right track. For this banks need
experts who will able to run the business even in against the wind. Banks provide
important capital in the form of loan and advances which are subject to non-repayment
which is termed as credit risk, the chance that a loan will not be repaid timely. Hence the
main concern of the banks is credit risk and its management as credit or loans and
advances are the main source of income for them. National Bank Limited is one of the
leading banks in this sector which provided the different types of services for the
customer. This Bank is very much concerned for customer services so bank often the
different services point and ATM booth for provide quality full services. The success of
the banks is hidden in the proper management and services quality development related
to the banking business. Hence services quality development and its management has
become a vital part of the bank. This report will give us an overall idea about the services
quality level and its management as practiced by the National Bank Limited

1.3 Origin of the Study


This report has been prepared as the requirement of the internship program. I have
prepared this report on the basis of my three months practical working experience and
under the supervision of Mahmuda Akter, Lecturer Department of Finance and Faculty of
Business Administration Hamdard University Bangladesh. He approved the topic on
which I have prepared my internship report.

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1.4 Objectives of the Study
The objective of the report can be viewed in two ways which is specified as follows:
1. General Objective &
2. Specific Objective.
General Objective:
 The general objective of this report is to find out the customer satisfaction on
service quality of National Bank Limited.
 The main objective is to know whether the mandatory customers of this particular
organization are happy with service that they are receiving from the organization.
Specific Objective:
The specific objectives of this report are as follows:
 To know about operational activities of National Bank Limited and to understand
the existing condition of the bank.
 To organize and analyze the specific and general factors of customer satisfaction.
 To know the level of customer’s dissatisfaction.

1.5 Methodology
1.5.1. Research Design:
The research is based on explanatory in terms of research type. Exploratory research is
one type of research design, which has as its primary objective the provision of insights
into and comprehension of the problem situation confronting the researcher. Exploratory
research is used in case of problem must define more precisely, identify relevant courses
of action, or gain additional insights before an approach can be developed. When an issue
is encountered that is already known and have a description of it, there might arise need
to begin to wonder why things are the way they are. The desire to know the reason to
explain is the purpose of exploratory research. This research process is flexible and
unstructured. By doing explanatory research it will be helpful to study about customer’s
satisfaction of National Bank Limited.

1.5.2. Data Collection Method:


The primary sources of data include the followings:
This report is mainly based on primary data. A standard interview schedule has been used
in this study. Interview schedule: 5 point liker scale been used. Total 12 Questions were

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assigned.
1.5.3 Analysis of data
After collecting the date from the primary source I have applied random sampling
technique. that helped me to make the actual position of National Bank Limited.

1.5.4. Sampling technique:


 Elements: Customers of NBL, Gazaria Branch is my elements of research.
 Sampling size: Sample size of this study for questionnaire is 50 customers of
NBL, Gazaria branch.
 Sampling method: In this research random sampling technique was used to
collect data.

Scaling technique: liker scale 1-5 which will represent strongly agree to strongly
disagree. The survey will be conducted by response of 50 customers of this bank. When
customers providing point is 5 then customers was fully satisfied, customers providing
point is 3 then customers was average satisfied and customers providing point is 1 then
customers was not satisfied this bank services.

1.6 Limitations of the Study


After completing the institutional experience, practical performances in the formal stage
become difficult. So in performing this report our lack of proper knowledge greatly
influenced in this performance. Besides above, every study has some limitations. When
we conduct our study we have some problems. These are as follows:

 Lack of sufficient knowledge.


 Lack of available information and documents to support our study.
 Up-to-date information was not available.
 Improper combination among various departments.
 Confidentiality of the bureaucrats.
 Being busy, also another reason of not giving more information.
 After all, three months’ time is not enough for a comprehensive study.

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Chapter Two:
An Overview of National Bank
Limited

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Chapter Two
An Overview of National Bank Limited
2.1 Introduction
National Bank Limited is one of the first generation private commercial banks of
Bangladesh incorporated in 1983 under the leadership of some proactive risk-taking
entrepreneurs. Since inception, to provide the customers and mass people with friendly
and modern banking facilities, NBL has been expanding its network from posh cities to
neglected remote rural areas.
Their prime objective is to uphold their slogan ‘A Bank for Performance with Potential’
to become the best bank in Bangladesh having strong capital base with quality assets
ensuring continuity of higher growth of profitability. NBL always makes extensive effort
to acquire skill human capital through fair and unbiased competitive recruitment of future
leaders. To make them self-motivated and creating professionalism with confidence, the
Bank broadly arranges their training programs; and capacity building process throughout
their career. Giving most emphasis on the issue the bank established its own training
institute in 1987, which is now housed in its own premises with all modern facilities.
Besides, an appreciable corporate culture with soundness of the system of rewarding the
performers and censuring the delinquents are being followed meticulously. NBL was
likewise the first among residential banks to present universal master card in Bangladesh.
Meanwhile, NBL has additionally presented the visa card and power card, NBL has been
proceeding with its little credit program for payment of insurance free horticultural
advances among the poor ranchers of Barinas zone in Rajshahi area for enhancing their
work

2.2 Mission of National Bank Limited


Efforts for expansion of our activities at home and abroad by adding new dimension to
our banking services are being continued unabated. Alongside, we are also putting
highest priority in ensuring transparency, accountability, and improved clientele services
as well as to our commitment to serve the society, through which we want to get closer
and closer to the people of all strata. Winning an everlasting seat in the heart of the
people as a caring companion in uplifting the national economic standard through

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continuous up gradation and diversification of our clientele services in line with national
and international requirements is the desired goal we want to reach.
2.3 Vision of National Bank Limited
Ensuring highest standard of clientele services through best application of latest
information technology, making due contribution to the national economy and
establishing ourselves firmly at home and abroad as a front ranking bank of the country
are our cherished vision.

2.4 Goal of National Bank Limited


To become the leading profitable bank

1. Long term goal: To maximize the wealth of the shareholders.


2. Short term goal: To earn satisfactory rate of return on investment by providing
wide range of banking service.

2.5 Profile of National Bank Limited


NBL has been carrying on business through its 191 branches & Agra Branches spread all
over the country. The profile of NBL are given below.

Name of the organization: National Bank Limited.


History: National Bank Ltd. was created and commencement of
business started on 23rd March 1983.
Year of establishment 1983.
Nature of organization: Private Commercial Bank.
Number of Branches 191
Products: Banking Services, Retail Banking, Corporate Banking,
Investment Banking, Islami Banking, ATM Services
Shareholders: Main shareholders include leading Industrialists and
business magnets of the Country. The Board of Directors
consists of 13 members. Most of the directors are Owner of
large business groups.
Website: http://www.Nationalbank.com.bd.
Customers: Business Enterprise and Individuals
Head office: Adamjee Court Annexe Building-2,119-120, Motijheel

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Commercial Area, Dhaka - 1000, Bangladesh.

2.6 Organizational Structure of NBL

National bank limited is a centralized organization and operates its activities are designed
on the basis of traditional banking business, such as credit, international division,
investment, administration, and operation etc. NBL has a formal organizational structure
that is highly specialized and centralized. The whole organizational structure is given
below-

Chairman

Managing Director Senior Principal


Officer
Deputy Managing
Director Principal Officer

Executive Vice
President Senior Executive
Officer

Senior Vice
President Executive Officer

Vice President First Executive


Officer
Assistant Vice
President Junior Officer

Staff

Figure 2.1: Organization Structure of NBL

The figure 2.1 is organizational structure of NBL at first is Chairman, second Managing
Director and last position is staff. Show the whole organizational structure sequence in
this figure.

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2.6.1 Organizational Structure of NBL (Gazaria Branch)
For any financial and nonfinancial organization, Management is the most valuable and
important resource of any kind of organization. And a well organization management
provides the organization to reach its ultimate goal. Here the organizational structure of
NBL Gazaria branch is given below

Assistant Vice President (AVP)

Senior Principal Officer (SPO)

Principal Officer (PO)

Officer

Assistant Officer

Junior officer

Junior officer

Figure 2.2: Organization Structure of NBL (Gazaria branch)

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2.7 Products and Services of National Bank Limited
Bank builds on trust. Bank earns trust trough provide the service. The band also provides
three different types of services such as General banking, Advance and Loans and foreign
exchange. But all the banks not provide foreign exchange service.

(A) Deposits Product (B) Credit Products (C) Cards Products


Saving Deposit Overdraft Credit Card
Current Deposit Lease Financing Debit Card
Term Deposit House Building Visa Card
Foreign Currency Deposit Small Medium Enterprise ATM Card
Monthly Saving Scheme Consumer Credit Scheme
Monthly Income Scheme Trade Finance
Millionaire Income Scheme

2.8 Capital Base of NBL

The bank’s capital management framework ensures that the bank and its subsidiaries are
capitalized commensurate with the risk profile, regulatory requirements, and economic
capital standards approved by the board of directors of the bank. In 2015 the total capital
of NBL was 51,057.96 million.

Authorized capital Tk.17,500 million


Paid up capital Tk. 17,177.20 million.
Total Reserve and Surplus up to Tk. 16,380.76 million

The Bank is required to transfer 20 percent of its net profit before Tax to Capital Fund as
per the Banking Companies Act 1991.

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3.3 Learning and Observations
Now I will describe what I have learnt and what my observation about bank and banking
activity are

Account Opening Section


Account opening procedure of NBL is very good. I have to collect all the necessary
documents whenever they open an account. Only five to ten minutes are required to open
an account if all the documents are correct. Peoples are willingly comes to open an
account in this branch. They don’t need to force or convince to their client to open an
account in their branch. A bank has to maintain different types of accounts for different
purposes. NBL offers the general deposit products in the form of various accounts. There
are different types of accounts offered by NBL for its target’s groups.
By opening an account, the bank bridge with its customer to avail the facilities provided
by the bank. I helped the new customer to know about our products and services and the
requirement for opening new accounts. For closing an Account When a customer wants
to close his account in the bank he has to follow the following procedure

The client writes a written application


She/he surrenders the unused checkbook
The bank takes charge for closing fee
The rest amount gives to the customer
Closed rubber stamp uses top of the respective account opening form and file.

Issuance of Cheque Book


All the account opening formalities must be completed before, issuance of cheque book.
Particulars of the cheque book requisition should be completed containing title of
account, account number, number of leaves and signature of the customer. Signature of
the customer is verified on the requisition. If customer is unable to collect his cheque
book, then he can give authority to the third person to collect his cheque book on his
behalf by signing on the back of the requisition and also in application form which is
given from the bank. Cheque book is taken out from the locker. It is assured that series of

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the cheque book is in order. Particulars are entered in the cheque book issuance register.
Account number is stamped on every leaf of the cheque book and those leaves are
counted. Name of the account holder is written on the cover of the cheque book and
requisition on the cheque book for further issuance is properly filled stamped and signed
by officer of the bank. Cheque book is delivered to the customer and his signature is
taken on the cheque book issuance register, cheque serial number is entered in the
system. Stock of Cheque books are balanced at the end of each day and kept under safe
custody.

Call for giving the debit card


Now-a-days all the customer want to receive the money without any hassle. So, when
they want to open the account in the bank that time they also fill the application for
issuing debit card. They can easily use the debit card in any booth. Basically, In National
bank, customer fills the application with extra passport size photograph to get the debit
card. Then it will take 10 working days to give the debit card to the customer. When debit
card came from the main branch that time employee inform me to call the customer of the
debit card user. So, they can quickly get the service from the bank. This debit card they
can easily use in National Bank, Dutch-Bangla Bank which has omnibus network. If they
use debit card in another bank, then they have to give some charge such as for BRAC
Bank 11 taka, Dutch-Bangla Bank 13 tk.

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Chapter: Three
Customers Satisfaction

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Chapter: Three
Customers Satisfaction

3.0 Customer Service

Customer Service is the Service provided in support of a Company’s Core Product.


Customer Service most often includes answering question, taking orders, dealing with
billing issue, handling complaints, and perhaps scheduling maintenance. Customer
service can occur on site, or it can occur over the phone or via the Internet. Many
companies operate Customer Service call centers, often staffed around the clock.
Typically there is no charge for Customer Service. Quality Customer Service is essential
to building Customer Relationships. It should not, however, be confused with the
Services provided for sale by a Company. The success of Customer Services is the
Customer Satisfaction. It depends on the Product’s actual performance relative to a
Buyer’s Expectations. A Customer might experience various degree of satisfaction. If the
Product’s performance falls short of expectations, the Customer is dissatisfied. If
performance matches expectations, the Customer is satisfied. If performance exceeds
expectations, the Customer is highly satisfied or delighted. Customer Service of a
Company has to have the Responsiveness, which means the willingness to help
Customers and to provide prompt Service. This dimension emphasizes attentiveness and
promptness in dealing with Customer request, question, complaints, and problems.
Responsiveness is communicated ton Customer by the length of time they have to wait
for assistance, answer to questions, or attention to problems. Responsiveness also
captures the notion of flexibility and customizes the Service to Customer needs.

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3.1 Customer Services in National Bank

Like some other Banks National Bank Limited (NBL) has also some Services that it
provides its Potential Customers. National Bank Limited usually provides two types of
services:

3.1.1 Corporate Financial Services of National Bank Limited (NBL)

It is very true that major contribution to the bank’s equity has come from business
banking sector. It provides several types of services under business banking. NBL offers
corporate banking facilities; it also provides commercial, Institutional, Quasi Government
or Correspondence facilities.

3.1.2 Corporate Banking Service

NBL is recognized as the good financial institution in corporate finance services sector in
our country. Its professional management team caters to the needs of its clients and
provides them with a wide range of financial services some of which are project
financing and investment consultancy, syndicated debt and equity, bond and guaranties,
local and international treasury products.

3.1.3 Institutional Banking

The institutional service provided by NBL is designed for different fund based
organizations like donor agencies, NGOs, voluntary organizations, foreign missions,
airlines, shipping lines and their personnel with the facilities, which are freely convertible
to major international currencies, local and foreign currency remittances through a large
network of branches and correspondence.

3.2 Service Quality

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It is a combination of service and quality that includes several different facets. Lentinan
and Lentinan (1982) defined service quality in terms of physical quality, interactive
quality and corporate (image) quality. Physical quality relates to the tangible aspects of
the service. Interactive quality involves the interactive nature of services and refers to the
two-way flow that occurs between the customer and the service provider, or his/her
representative, including both automated and animated interactions. Zeithaml (1987)
defined that service quality is the consumer' s judgment about an entity' s
overall excellence or superiority. Service quality has become an increasingly important
factor for success and survival in the banking sector. Provision of high quality service
aids in meeting several requirements such as customer satisfaction and its consequent
loyalty and market share, soliciting new customers, improved productivity, financial
performance and profitability.

3.3 Customer Satisfaction


Customer satisfaction means giving the customers what they really want, when they want
it and the way they want it. It involves understanding customer expectations and meeting
them fully. It can be defined as” an outcome of purchase and use resulting from the
buyer’s comparison of rewards and the costs of the purchase in relation to the anticipated
consequences. Their requirements are very similar. Conformance of services to their
requirements and its performance in actual stage

 Competitive prices,
 Quality and reliability,
 Prompt delivery,
 Service

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Chapter Four
Analysis of Customers’ Satisfaction on
Service Quality of National Bank Limited

Chapter Four
Analysis Customer Satisfaction level

4.1 Customer Satisfaction level on National Bank Limited

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Customers are the life of any kind of business. Most of the business organizations in the
modern world are customer driven, trying to meet the customer’s expectation in the best
way. They always try to grab their most potential customers to increase their market
share. When the products and services provided by the companies meet the expectations
of the customer then the customer will be satisfied and will repurchase product and he
will be loyal customer to that company. In the banking sector in Bangladesh customer
satisfaction is also very important as because the competition in this sector has been
increasing. To retain their most loyal and to attract potential customer banks should offer
what the customer requires and expectation. National Bank Limited is also customer
concentrated and always committed to provide best service to its customer which is first
priority of this bank. As an intern of National bank limited I was assigned to resolve
customer problem of general banking and observe the customer expectation and
requirement. From this I got interest to find out the customer satisfaction level of
National Bank Limited. Thus, I decided that my project will be the customer satisfaction
level of the National Bank Limited. Finding the customer satisfaction level is also
important for a company to take proper and effective decision. This will indicate the
customer repurchase intention, limitation on the service provided by the company,
customers’ expectation, points to improve which will play a vital role to take important
decision by the management. Customer service is an extremely important part of
maintaining ongoing client relationships that are important to continuous revenue. For
this reason, many companies have worked hard to increase their customer satisfaction
level. Customer’s satisfaction basically depends on various factors. Customers will be
satisfied with the bank when they will get excellent and quality services from employees
of bank on a continuous basis.

4.2 Analysis of Sampling Data


Questions is made based on some variables that have directly or indirectly influence on
the customer satisfaction level. For example, office outlook, employee behavior with
customer, quality of service, charge taken to provide services, modern and update

19
technology, error free records, and prompt problem solving skills of employees and
average time taken by the employee to give service to its customer. The major question
an interview schedule is
Bank Employee’s behavior well with the customer
Bank takes reasonable Service Charge
The Bank Provide prompt and accurate service
Bank employee solve your problem attentively
Bank use modern and updated technology
The Bank Provide quality network for ATM service
Procedure of getting Loan is easy
The Bank provide good banking service
The Bank were a good office environment
The Bank takes reasonable time to give service
The Bank is specious

4.3 Employee Behavior with the Customer

Particular Excellent Very Good Good Fair Poor

20
Employee behavior with the customer 3 7 25 10 5

National Bank Ltd Employee behavior with the customer. Total sampling size was 50.
Here analysis shows that 3 persons opinion were excellent, 7 peoples opinion were very
good and 25 peoples opinion were good with this statement. 10 persons opinion were fair
and 5 peoples opinion were poor. The ratio among them is given below as the bar chart:

Employee Behavior with the Customer


25
25
20
15 10

10 7 5
3
5
0
Excellent Very Good Fair Poor
Good

Figure 1: Employee Behavior with the Customer

Behavior of the employee working in the bank is one of the important factors for the
customer to be satisfied. In my survey there was a questions about the behavior of
employee of the National bank limited with the customer when providing banking
service. From the survey, we can see that at most 25 customers which about 50% of the
50 customers said “Good”. It means that they are somewhat satisfied with the behavior of
the employee of National Bank Limited.

National Bank Ltd Employee behavior with the customer. Total sampling size was 50.
Here analysis shows that 3 persons opinion were excellent, 7 peoples opinion were very
good and 25 peoples opinion were good with this statement. 10 persons opinion were fair
and 5 peoples opinion were poor. The pie chart shown below:

21
Employee Behavior with the Customer
Poor Excellent
10% 6%

Very Good
14%
Fair
20%

Good
50%

Figure 2: Employee Behavior with the Customer

National Bank Ltd Employee behavior with the customer. Total sampling size was 50.
Here analysis shows that 3 persons opinion were excellent with this statement that is 6 %,
7 peoples opinion were very good that is 14% and 25 people’s opinion were good that is
50%. 10 persons opinion were fair that is 20% and 5 people’s opinion were poor that is
10%.

At this point, which indicates that customers are not satisfied the Employee behavior.

4.4 Reasonable Service Charge

Particular Strongly Agree Average Disagree Strongly


agree disagree
Reasonable Service Charge 2 20 17 10 1

National Bank Ltd Reasonable Service Charge. Total sampling size was 50. Here analysis
shows that 2 persons opinion were strongly agree, 20 persons opinion were Agree and 17

22
persons opinion were average with this statement. 10 persons opinion were Disagree and
1 person’s opinion were strongly disagree. The ratio among them is given below as the
bar chart:

Reasonable Service Charge


20
20 17

15
10

10

5 2
1

0
Strongly Agree Average Disagree Strongly
agree disagree

Figure 3: Reasonable Service Charge

Service charge taken by the bank is always a considerable factor to the customer to be
satisfied with. Customers were asked that National Bank Charges reasonably for the
service they are providing to the customer. Among 50 customers, 22 said “Agree” and 17
said “Average” that means 20 customers which is 40% of the sample are satisfied with
the service charge taken by the National bank. 17 customers which are 34% of the sample
are somewhat satisfied with charge of service of the bank. This indicates that service
charge taken by the National Bank is quite reasonable than other banks operating in the
country.

National Bank Ltd Reasonable Service Charge. Total sampling size was 50. Here analysis
shows that 2 persons opinion were strongly agree, 20 persons opinion were Agree and 17
persons opinion were average with this statement. 10 persons opinion were Disagree and
1 person’s opinion were strongly disagree. The pie chart shown below:

23
Reasonable Service Charge
Strongly disagree
Strongly
2%
agree
4%
Disagree
20% Agree
40%

Average
34%

Figure 4: Reasonable Service Charge

National Bank Ltd Reasonable Service Charge. Total sampling size was 50. Here analysis
shows that 2 persons opinion were strongly agree with this statement that is 4%, 20
persons opinion were Agree that is 40% and 17 persons opinion were average that is
34%. 10 persons opinion were Disagree that is 20% and 1 person’s opinion were strongly
disagree that is 2%.
At this point, which indicates that customers are satisfied the Reasonable Service Charge.

4.5 Provide Prompt and Accurate Service

Particular Strongly Agree Average Disagree Strongly


agree disagree
Provide prompt and accurate 6 17 15 7 5
service

National Bank Ltd Provide prompt and accurate service. Total sampling size was 50.
Here analysis shows that 6 persons opinion were strongly agree, 17 persons opinion were
Agree and 15 persons opinion were average with this statement. 7 persons opinion were
Disagree and 5 person’s opinion were strongly disagree. The ratio among them is given
below as the bar chart:

24
Provide Prompt and Accurate Service
17
18 15
16
14
12
10 7
6
8 5
6
4
2
0
Strongly Agree Average Disagree Strongly
agree disagree

Figure 05: Provide Prompt and Accurate Service

Getting Prompt and accurate service is one of the most important factors of customer
satisfaction. If one bank fails to provide prompt and accurate service then it will
obviously lose its valuable customer and affect of this can be devastating for the prospect
of the bank and it will be criticized. So it is very much important for both the bank to
consider as a first priority to provide. Survey shows that 17 customers of 50 which are 34
% said “Agree” meaning that they are satisfied with prompt and accurate service
provided by the National bank. Moreover, 17 of them are also said “Average” means that
they are somewhat satisfied with this. From this, we can say that National bank provide
prompt and accurate service to its customers.

National Bank Ltd Provide prompt and accurate service. Total sampling size was 50.
Here analysis shows that 6 persons opinion were strongly agree, 17 persons opinion were
Agree and 15 persons opinion were average with this statement. 7 persons opinion were
Disagree and 5 person’s opinion were strongly disagree. The pie chart shown below:

25
Provide prompt and accurate service
Strongly
Strongly
disagree
agree
10%
12%

Disagree
14%

Agree
34%

Average
30%

Figure 06: Provide Prompt and Accurate Service

National Bank Ltd Provide prompt and accurate service. Total sampling size was 50.
Here analysis shows that 6 persons opinion were strongly agree with this statement that is
12%, 17 persons opinion were Agree that is 34% and 15 persons opinion were average
that 30%. 7 persons opinion were Disagree that is 14% and 5 person’s opinion were
strongly disagree that is 10%.
At this point, which indicates that customers are satisfied the Provide prompt and
accurate service.

4.6 Problem Solving Skills of the Employee


Particular Strongly Agree Average Disagree Strongly
agree disagree
Problem Solving Skills of the 5 33 12 0 0
Employee

National Bank Ltd Problem Solving Skills of the Employee. Total sampling size was 50.
Here analysis shows that 5 persons opinion were strongly agree, 33 persons opinion were

26
Agree and 12 persons opinion were average with this statement. 0 persons opinion were
Disagree and 0 person’s opinion were strongly disagree. The ratio among them is given
below as the bar chart:

Problem Solving Skills of the Employee


33
35
30
25
20 12
15
10 5
5 0 0
0
Strongly Agree Average Disagree Strongly
agree disagree

Figure 07: Problem Solving Skills of the Employee

Problem solving skills of employee of the National Bank is a significant matter to think
when we are trying to justify performance of a bank which resulted in satisfaction or
dissatisfaction of the customer of the bank. Customer often face different problem when
making transaction, taking loan, depositing money and taking other service provided by
the bank. It is important matter to think how much willingness or eagerness shown by
employee and time taken to solve the problem. The biggest pillar of the chart shows that
33 customers which are 66% said ” Very Good” meaning that they are satisfied with
problem solving skills of the employee.

National Bank Ltd Problem Solving Skills of the Employee. Total sampling size was 50.
Here analysis shows that 5 persons opinion were strongly agree, 33 persons opinion were
Agree and 12 persons opinion were average with this statement. 0 persons opinion were
Disagree and 0 person’s opinion were strongly disagree. The pie chart shown below:

27
Problem Solving Skills of the Employee
Strongly Disagree
disagree 0%
0%
Strongly
Average agree
24% 10%

Agree
66%
Figure 08: Problem Solving Skills of the Employee

National Bank Ltd Problem Solving Skills of the Employee. Total sampling size was 50.
Here analysis shows that 5 persons opinion were strongly agree with this statement that is
10%, 33 persons opinion were Agree that is 66% and 12 persons opinion were average
that is 24% with this statement. 0 persons opinion were Disagree that is 0% and 0
person’s opinion were strongly disagree that is 0%. The pie chart shown below:

Here, the 33 persons opinion were Agree that is 66% which indicates that customers are
fully satisfied the Problem Solving Skills of the Employee.

4.8 Using Modern and Updated Technology

Particular Strongly Agree Average Disagree Strongly


agree disagree

Using modern and updated 3 15 26 6 0


technology

National Bank Ltd Using modern and updated technology. Total sampling size was 50.
Here analysis shows that 3 persons opinion were strongly agree, 15 persons opinion were
Agree and 26 persons opinion were average with this statement. 6 persons opinion were
Disagree and 0 person’s opinion were strongly disagree. The ratio among them is given
below as the bar chart:

28
Using modern and Updated Technology

26
30
25
20 15

15
6
10
3
5 0
0
Strongly Agree Average Disagree Strongly
agree disagree

Figure 11: Using Modern and Updated Technology

Technology is very important in the present world in any business. In the banking
industry it is obvious. To record transaction the software they use and devices they use
are also considerable to find the customer satisfaction level. If the bank uses latest and
reliable software and devices then it will have an affect also on customer satisfaction. It
will make easy for the bank to do day today general banking activity and others activity
and this will have an impact on the customer. Here we can see that 26 or 52% customers
said “Average” which means that they are somewhat satisfied and 15 customers or 30%
of customers said “Agree” meaning that they satisfied about the using of modern and
updated technology by National Bank Limited.
National Bank Ltd Using modern and updated technology. Total sampling size was 50.
Here analysis shows that 3 persons opinion were strongly agree, 14 persons opinion were
Agree and 26 persons opinion were average with this statement. 6 persons opinion were
Disagree and 0 person’s opinion were strongly disagree. The pie chart shown below:

29
Using Modern and Updated Technology
Strongly
disagree Strongly
0% agree
6%
Disagree
12%
Agree
30%

Average
52%

Figure 12: Using Modern and Updated Technology

National Bank Ltd Using modern and updated technology. Total sampling size was 50.
Here analysis shows that 3 persons opinion were strongly agree with this statement that is
6%, 15 persons opinion were Agree that is 30% and 26 persons opinion were average that
is 52%. 6 persons opinion were Disagree that 12% and 0 person’s opinion were strongly
disagree that is 0%.

4.9 Provide Quality Network for ATM Service


Particular Strongly Agree Average Disagree Strongly
agree disagree

Provide quality network for ATM 0 8 12 20 10


service

National Bank Ltd Provide quality network for ATM service. Total sampling size was 50.
Here analysis shows that 0 persons opinion were strongly agree, 8 persons opinion were
Agree and 12 persons opinion were average with this statement. 20 persons opinion were

30
Disagree and 10 person’s opinion were strongly disagree. The ratio among them is given
below as the bar chart:

Provide Quality Network for ATM Service


20
20

15 12
10
8
10

5 0

0
Strongly Agree Average Disagree Strongly
agree disagree

Figure 13: Provide Quality Network for ATM Service

Network provided for ATM service by the bank is an element to justify a bank’s quality
service. If the bank ensure quality network for ATM service then customer will be
satisfied. If there is good network then there will be no problem to withdraw and deposit
money from ATM machine. For National Bank limited, survey data shows no positive
sign, 20 customers which are said “Disagree” which means that network is not that
satisfactory. However 12 customers said it is somewhat satisfactory.

National Bank Ltd Provide quality network for ATM service. Total sampling size was 50.
Here analysis shows that 0 persons opinion were strongly agree, 8 persons opinion were
Agree and 12 persons opinion were average with this statement. 20 persons opinion were
Disagree and 10 person’s opinion were strongly disagree. The pie chart shown below:

31
provide Quality Network for ATM Service
Strongly Agree
agree 16%
0%
Strongly
disagree
20%

Average
24%

Disagree
40%

Figure 14: Provide Quality Network for ATM Service

National Bank Ltd Provide quality network for ATM service. Total sampling size was 50.
Here analysis shows that 0 persons opinion were strongly agree with this statement that is
0%, 8 persons opinion were Agree that is 16% and 12 persons opinion were average that
is 24% with this statement. 20 persons opinion were Disagree that is 40% and 10 person’s
opinion were strongly disagree that is 20%.

At this point, 20 persons opinion were Disagree that is 40% which indicates that
customers are not satisfied the Provide quality network for ATM service.

4.10 Easy Procedure of Getting Loan


Particular Strongly Agree Average Disagree Strongly
agree disagree

Easy procedure of getting Loan 9 31 8 2 0

National Bank Ltd Easy procedure of getting Loan. Total sampling size was 50. Here
analysis shows that 9 persons opinion were strongly agree, 31 persons opinion were
Agree and 8 persons opinion were average with this statement. 2 persons opinion were

32
Disagree and 0 person’s opinion were strongly disagree. The ratio among them is given
below as the bar chart:

Easy Procedure of Getting Loan


31
35
30
25
20
15 9 8
10 2
5 0

0
Strongly Agree Average Disagree Strongly
agree disagree

Figure 15: Easy Procedure of Getting Loan

Different banks have different procedure or process to provide loan to their customer.
Complexity or easiness of the process is also a considerable element which has impact on
customer satisfaction. If the process of getting loan is easy, precise and applicable then
customers will be happy and delighted by getting loan on easy condition. From the
survey, we can see that 31 customers which are 62% of the sample said “Agree” which
mean that they are satisfied about the process, term and condition of getting loan from
National bank Limited. It is also indicate the process of providing loan to the customer of
National bank limited is easy and implementable.

National Bank Ltd Easy procedure of getting Loan. Total sampling size was 50. Here
analysis shows that 9 persons opinion were strongly agree, 31 persons opinion were
Agree and 8 persons opinion were average with this statement. 2 persons opinion were
Disagree and 0 person’s opinion were strongly disagree. The pie chart shown below:

33
Easy Procedure of Getting Loan
Disagree Strongly
4% disagree
0%
Average Strongly
16% agree
18%

Agree
62%

Figure 16: Easy Procedure of Getting Loan

National Bank Ltd Easy procedure of getting Loan. Total sampling size was 50. Here
analysis shows that 9 persons opinion were strongly agree with this statement that is18%,
31 persons opinion were Agree that is 62% and 8 persons opinion were average that is
16%. 2 persons opinion were Disagree that is 4% and 0 person’s opinion were strongly
disagree that is 0%.

At this point, 31 persons opinion were Agree that is 62% which indicates that customers
are fully satisfied the Easy procedure of getting Loan.

4.11 Provide Good Banking Service


Particular Strongl Agree Average Disagree Strongly
y agree disagree

Provide good banking service 12 23 13 2 0

National Bank Ltd Provide good banking service. Total sampling size was 50. Here
analysis shows that 12 persons opinion were strongly agree, 23 persons opinion were
Agree and 13 persons opinion were average with this statement. 2 persons opinion were

34
Disagree and 0 person’s opinion were strongly disagree. The ratio among them is given
below as the bar chart:

Provide Good Banking Service


23
25

20
13
12
15

10
2
5 0

0
Strongly Agree Average Disagree Strongly
agree disagree

Figure 17: Provide Good Banking Service

Online banking is a new dimension for the modern banking system. This is one of the
Value added service provide by different banks save time and cost for customer. With
help of internet connection customer will be able deposit money and make payment by
sitting at home. National Bank has offer online banking as well. Survey indicates that 23
which 46% said that National bank provide good banking service.

National Bank Ltd Provide good banking service. Total sampling size was 50. Here
analysis shows that 12 persons opinion were strongly agree, 23 persons opinion were
Agree and 13 persons opinion were average with this statement. 2 persons opinion were
Disagree and 0 person’s opinion were strongly disagree. The pie chart shown below:

35
Provide Good Banking Service
Strongly
Disagree
disagree
4%
0%
Strongly
Average agree
26% 24%

Agree
46%

Figure 18: Provide Good Banking Service

National Bank Ltd Provide good banking service. Total sampling size was 50. Here
analysis shows that 12 persons opinion were strongly agree with this statement that is
24%, 23 persons opinion were Agree that is 46% and 13 persons opinion were average
that is 26%. 2 persons opinion were Disagree that is 4% and 0 person’s opinion were
strongly disagree that is 0%.

At this point, 23 persons opinion were Agree that is 46% which indicates that customers
are fully satisfied the Provide good banking service.

4.12 Good Office Environment

Particular Strongly Agree Average Disagree Strongly


agree disagree

Good office environment 7 13 23 5 2

National Bank Ltd Good office environment. Total sampling size was 50. Here analysis
shows that 7 persons opinion were strongly agree, 13 persons opinion were Agree and 23

36
persons opinion were average with this statement. 5 persons opinion were Disagree and 2
person’s opinion were strongly disagree. The ratio among them is given below as the bar
chart:

Good Office Environment


23
25

20
13
15
7
10 5
2
5

0
Strongly Agree Average Disagree Strongly
agree disagree

Figure 19: Good Office Environment

Office environment influences the customer as well as the employee working in the bank.
If the office is well organized and decorated with quality furniture the employee will feel
fresh to work here and will have impact on their performance. Moreover the customers
also feel soothing and comfortable by being in bank office to get service from the bank. It
is also an important element of customer satisfaction. According to the survey data we
can see that 23 customer said “Average” to well organized office environment which
means that they are somewhat satisfied with office environment of the National bank
Gazaria Branch.

National Bank Ltd Good office environment. Total sampling size was 50. Here analysis
shows that 7 persons opinion were strongly agree, 13 persons opinion were Agree and 23
persons opinion were average with this statement. 5 persons opinion were Disagree and 2
person’s opinion were strongly disagree. The pie chart shown below:

37
Good Office Environment
Strongly
disagree
Disagree
4%
10% Strongly
agree
14%

Agree
26%

Average
46%

Figure 20: Good Office Environment

National Bank Ltd Good office environment. Total sampling size was 50. Here analysis
shows that 7 persons opinion were strongly agree with this statement that is 14%, 13
persons opinion were Agree that is 26% and 23 persons opinion were average that is
46%. 5 persons opinion were Disagree that is 10% and 2 person’s opinion were strongly
disagree that is 4%.
At this point, 13 persons opinion were Agree that is 26% and 23 persons opinion were
average that is 46% which indicates that customers are satisfied the Good office
environment.

4.13 Takes Reasonable Time to Give Service

Particular Strongly Agree Average Disagree Strongly


agree disagree

Takes reasonable time to give 0 5 12 22 11


service

National Bank Ltd takes reasonable time to give service. Total sampling size was 50.
Here analysis shows that 0 persons opinion were strongly agree, 5 persons opinion were

38
Agree and 12 persons opinion were average with this statement. 22 persons opinion were
Disagree and 11 person’s opinions were strongly disagree. The ratio among them is given
below as the bar chart:

Takes Reasonable Time to Give Service

25 22

20
12
15 11

10 5

5 0
0
Strongly Agree Average Disagree Strongly
agree disagree

Figure 21: Takes Reasonable Time to Give Service

Takes reasonable time to give service from the bank is also important factor to be
satisfied by the service from the bank. If the waiting time is longer, then customer will
obviously dissatisfied by the performance of the employee of the bank. Here we can see
that 22 customer out of 50 which is 44% saying that “Disagree” indicate that waiting time
to get a service is not that satisfactory. It also indicates that waiting tine is longer and
performance of the employee is not that convincing.

National Bank Ltd takes reasonable time to give service. Total sampling size was 50.
Here analysis shows that 0 persons opinion were strongly agree, 5 persons opinion were
Agree and 12 persons opinion were average with this statement. 22 persons opinion were
Disagree and 11 person’s opinion were strongly disagree. The pie chart shown below:

39
Takes Reasonable Time to Give Service
Strongly
agree Agree
0% 10%
Strongly
disagree
22% Average
24%

Disagree
44%
Figure 22: Takes Reasonable Time to Give Service

National Bank Ltd takes reasonable time to give service. Total sampling size was 50.
Here analysis shows that 0 persons opinion were strongly agree with this statement that is
0%, 5 persons opinion were Agree that is 10% and 12 persons opinion were average that
is 24% . 22 persons opinion were Disagree that is 44% and 11 person’s opinion were
strongly disagree that is 22%.
At this point, which indicates that customers are satisfied the Takes reasonable time to
give service.

4.14 Bank is specious

Particular Strongly Agree Average Disagree Strongly


agree disagree

Bank is specious 0 3 37 7 3

National Bank Ltd Bank is specious. Total sampling size was 50. Here analysis shows
that 0 persons opinion were strongly agree, 3 persons opinion were Agree and 37 persons

40
opinion were average with this statement. 7 persons opinion were Disagree and 3
person’s opinion were strongly disagree. The ratio among them is given below as the bar
chart:

Bank is specious
37
40
35
30
25
20
15 7
10 0 3 3
5
0
Strongly Agree Average Disagree Strongly
agree disagree

Figure 23: Bank is Specious

Office space is also important element of justifying of customer satisfaction. When the
office is spacious the customer can stand comfortably on the queue for getting service
from bank. When there is narrow space then customer feels irritating. Here we can see
that, 37 out of 50 customers whish are 74% said “Average” means that they are
somewhat satisfied with the Office space. It indicate that National bank Gazaria Branch
has medium office space which quite okay.

National Bank Ltd Bank is specious. Total sampling size was 50. Here analysis shows
that 0 persons opinion were strongly agree, 3 persons opinion were Agree and 37 persons
opinion were average with this statement. 7 persons opinion were Disagree and 3
person’s opinion were strongly disagree. The pie chart shown below:

41
Strongly
Bank is Specious
agree
Strongly 0% Agree
disagree 6%
6%

Disagree
14%

Average
74%

Chart 24: Bank is Specious

National Bank Ltd Bank is specious. Total sampling size was 50. Here analysis shows
that 0 persons opinion were strongly agree with this statement that is 0%, 3 persons
opinion were Agree that is 6% and 37 persons opinion were average that is 74%. 7
persons opinion were Disagree that is 14% and 3 person’s opinion were strongly disagree
that is 6%.
At this point, 3 persons opinion were Agree that is 6% and 37 persons opinion were
average that is 74% which indicates that customers are not satisfied the Bank is specious.

42
Chapter Five:
Findings, Conclusion &
Recommendations

Chapter Five
Findings, Conclusion & Recommendations

5.1 Findings of the Study


 Most of the customers are Average about the service that the bank is employee
behavior. The think that is not too big poor too small, about 50% of the
customers.
 40% customers are agree and 34% of the customers are agree with the service
charge of National Bank.
 34% of the customers are agree and 30% of the customers are average with the
Prompt and accurate service by National Bank.
 66% of the customers are agree with the problem solving skills of the employee.
The think that is not too big poor.

43
 Most of the customers are strongly disagree about the service that the bank is
facility of utility bill payment. The think that is big poor, about 60%% of the
customers.
 52% of the customers are Average and 30% of the customers are Agree about the
modern and updated technology used by National Bank.
 20% of the customers are strongly disagree and 40% of the customers are disagree
with the quality of the network provided to ATM service.
 Most of the customers are Agree about the service that the bank is loan procedure.
The think that is not too big poor too big, about 62% of the customers.
 46% of the customers are agree and 24% of the customers are strongly agree with
the good banking service by National bank.
 Most of the customers are Average about the service that the bank is good office
environment. The think that is not too big poor too small, about 46% of the
customers.
 22% of the customers are strongly disagree and 44% of the customers are disagree
with waiting time to get service from the National Bank.
 Most of the customers are Average about the service that the bank is spacious.
The think that is not too big poor too small, about 74% of the customers.

5.2 Recommendations of the Study

There are some problems on NBL. It is really tough to recommend a bank specially such
a bank which is one of the most well reputed banks of the country only in a short three
months internship period. Nevertheless, I am making some recommendation based on my
observation.

 A need to extend branch network and newer branch to be opened in other Cities
and Towns of Bangladesh to reach out the Potential Customers.
 Difficulties in account opening procedure should be reduced. If they cancel the
introducer system they can collect more deposit through opening of new accounts
and, hence, it will also satisfy the customers.

44
 Bank Ltd. should emphasis more on empathy to customers which means that NBL
should take more attention to individual care of customers and solves their
specific needs.
 National Bank Limited should introduce Relationship Manager (RM) concept to
enhance relationship with customers and to increase efficiency in banking
operation process.
 Role of Corporate Banking Division (CBD) should be more active & effective
 Political intervention should be avoided the all banking services.
 The bank should concentrate more on proper documentation of all types of loans
to make the department trustworthy & healthy.
 The cost of funds should to be minimized. More information should be added in
the website of the bank and the description about products and services should be
written in Bangla also.
 To attract more clients National Bank Ltd. should sought new marketing strategy.
 The bank has to increase their advertisements and also increase their social
activities.
 NBL should reduce their ATM and Credit card charge. Extra charge is
discouraging customers to do business with NBL.
 For cash withdrawals and deposits more ATM can be installed in major cities and
towns across the country through which customers can easily get access to their
Accounts.

5.3 Conclusion

National Bank Limited has earned a good reputation around Bangladesh. Despite
competition among banks operation in Bangladesh both local and international, NBL has
made remarkable progress, practically in every sphere of its activities. But they have their
competitors who actively striving to take the advantages in every side.

This report is an effort to reflect a clear idea about the customers’ satisfaction of service
quality of National Bank ltd. From my research I also found quality has more priority in
terms of selecting the different type of schemes according to the customer satisfaction. I
present this report on the basis of the knowledge and experience gained during the
internship period. Throughout the report my objective is to seek and find out the

45
customer satisfaction of service quality of National Bank ltd. From this report I found
that most of the customers of the bank are dissatisfied about the service quality of the
bank. To satisfy these customers, the management can take some attempts, noted earlier
as recommendations. Considering the volume of operation and limitations of resources
and proper management the bank is doing better than many modern banks. If it’s possible
for the bank management to provide recommended services, the perception of the
customers will be positive about the service quality of the National Bank. Most of the
customers are Average about the service that the bank is spacious. The think that is not
too big poor too small, about 74% of the customers. 66% of the customers are agree with
the problem-solving skills of the employee. The think that is not too big poor. Most of the
customers are strongly disagree about the service that the bank is facility of utility bill
payment. The think that is big poor, about 60%% of the customers. 52% of the customers
are Average and 30% of the customers are Agree about the modern and updated
technology used by National Bank.

46
Appendix

47
Interview Schedule
On
Customer Satisfaction Level of National Bank Ltd, Gazaria Branch.
This questionnaire is administered to find out your satisfaction level in using the
bank’s services over all information will be kept secret.
Name:

Gender: Male Female

Age: Less than 20-30 30-40 40-45 50 & above

Education Level: Below SSC SSC HSC Hons Masters

Direction: Please put a tick in the right column which you think is the “best” in your opinion:

Attribute Scale point


Strongly disagree 5
Agree 4
Average 3
Disagree 2
Strongly disagree 1

SN: Questions (5) (4) (3) (2) (1)

1 Bank Employee’s behavior well with the customer


2 Bank takes reasonable Service Charge
3 The Bank Provide prompt and accurate service
4 Bank employee solve your problem attentively
5 The Bank give facility to pay utility bills
6 Bank use modern and updated technology
7 The Bank Provide quality network for ATM service
8 Procedure of getting Loan is easy
9 The Bank provide good banking service
10 The Bank were a good office environment
11 The Bank takes reasonable time to give service
12 The Bank is specious

“Thank You for your participation”

A-1