1.

1 Introduction of the study:

Internship program of the university is an important part of the BBA program. It provides an
opportunity to the students to minimize the gap between theoretical & practical knowledge.
During the internship program the teachers of the department are attached to activity &
constantly guide the students. Students gain the theoretical and practical knowledge &
complete their report and then submit to the teacher. The BBA students are interested about
banking sector. So some students were assigned to The City Bank Ltd.. Like other
nationalized & non-nationalized commercial Bank the City Bank Ltd. serves the nation by
providing various modern banking services. As an internee they can thought of having special
knowledge on this field of increased important & decided to make a report on the customer
satisfaction of the City Bank Ltd. A study of uttara branch.

1.2 Background of the study:

Internship is process to achieve practical knowledge about some theoretical lesson. It is
important to acquire knowledge about the real life situation. The main objective of the
internship program is to expose the students organizational work environment. For a student
of business administration, it is necessary to complete an internship report to the fulfillment
of BBA degree.
The report is suggested & supervised by honorable Professor Dr. Ahmed Fakhrul Alam
Department of Business Administration, Daffodil International University (DIU). My
organizational supervisor was to M. Ariful Alam First Vice President & Branch Manager. My
selected topic was “customer satisfaction of The City Bank Ltd. uttara branch.” This report is
prepared based on the qualitative & quantities research.

1.3 Scope of the study:

As work in the City Bank Ltd. uttara branch I get the opportunity to learn different parts of
banking system. According to the study the scope would have been the customer satisfaction
system of the City Bank Ltd. Including a specific emphasis on customer satisfaction of City
Bank Ltd. uttara branch. How they deal with the customers. This report looks to find out the
customers satisfaction of City Bank Ltd. uttara branch & the factors on which the customers
satisfaction level depends, which affects the revenue of the bank. The scope is that, this report
may give ideas to the management, so that they can take decisions regarding modifying the
strategies of providing facilities to the customers to increase the satisfaction level.

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1.4 Objectives of the study:
The main objective of the study was to fulfill the requirement of BBA program. For this I had
to attach with an organization and I choose city bank. For this I have some practical job
related experience with my academic knowledge.
The objective of the study may be viewed as:
 Broad objective
 Specific objective

Broad objective:
The main objective of this study was to assess the degree of customer satisfaction of the City
Bank Ltd.- Uttara Branch.

Specific Objectives:
 To identify the causes of dissatisfaction of the customers of the City Bank Ltd.-
Uttara Branch.
 To suggest measures to improve the level of customer satisfaction.

1.5 Methodology of the study:

 Types of research:
Descriptive research method is used to conduct this study.
 Sources of data:

Primary data sources:

 Questionnaire survey on10 customers of the City Bank Ltd. Uttara Branch.
 Notes taken from day to day working.

Secondary data sources:

 Annual report of the City Bank Ltd.
 Website of the City Bank Ltd.
 Different publications of the City Bank Ltd.
 Theoretical books relating to banking sector.

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 Data collection process:
Qualitative & quantitative methods are used in this report. Data was collected fir this report in
two ways. Primary data was collected through survey & for doing a questionnaire was
prepared on measuring “The level of customer satisfaction of the City Bank Ltd. In order to
collect secondary data official website, annual reports and different documents of the bank
was used.

Sampling Method:
The sample size was conducted 10 customers of the City Bank Ltd. Uttara branch has a huge
numbers of customers & from every sector customers selected. Who are taking services from
2 years to 5 years whose transactions amount is 10000 tk. To 100000 tk. Per month.

1.6 Limitations of the study:

There was some problems while the prepared report. A wholehearted effort was applied to
make the report & to bring a reliable & fruitful result. In spite of having the wholehearted
effort, there exist some limitations, which acted as a barrier to the report.

The limitations are as follows:

 The report has been conducted within a limited time frame.
 Insufficiency of related data.
 Three-month is not sufficient time to gain practical knowledge & prepare a report.
 Lack of adequate information of banking institution for preparing this report. So this
report is based on publicly available information.
 Lack of experience has also acted as constrains for the exploration of the topics.
 Extensive analysis of all the finance & banking concept is not possible due to enlarge
& diversification of the topic.

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2.1 Historical Background:

The City Bank Ltd., one of the latest generations of commercial banks, which started its
journey on the 4th of July 2001 with a vision to be the absolute market leader. The City Bank
Ltd. is a commercial bank scheduled bank extending full range of banking facilities as per the
directives of Bangladesh bank. It intends to set standards as the absolute market leader by
providing efficient, friendly and modern fully automated on-line service on a profitable basis.
The City Bank Ltd. in surviving in the large arena through its unique and competitive
products and it is the only local bank providing 100% integrated on-line banking.

The bank is mainly owned by privatize bank in Bangladesh-the City Bank Ltd. has positioned
itself as a new generation Bank with a focus to meet diverse financial need a growing and
developing economy.

2.2 Organizational Overview:

The City Bank Ltd. with institutional shareholdings by International Finance Corporation
(IFC) and Shore cap International, has been the fastest growing Bank in 2005and 2006. At
the year end of 2006, the City Bank Ltd. had recorded a 103 percent growth in assets, and a
65 percent growth in liabilities, with an operating profit of 84 percent over the previous year
2005.
A fully operational commercial bank, the City Bank Ltd. focuses on pursuing unexplored
market niches in the Small and Medium Enterprise Business, which hitherto has remained
largely untapped within the country. In the last four years of operation, the Bank has
disbursed over BDT 1200 crore in loans to nearly 32,000 small and medium entrepreneurs.
The management of the Bank believes that this sector of the economy can contribute the most
to the rapid generation of employment in Bangladesh.

2.3 Company Profile:

The City Bank Ltd. with institutional shareholdings by International Finance Corporation
(IFC) and Shore cap International, has been the fastest growing Bank the Bank operates
under a "double bottom line" agenda where profit and social responsibility go hand in hand.
A fully operational Commercial Bank, the City Bank Ltd.. focuses on pursuing unexplored
market niches in the Small and Medium Enterprise Business, which hitherto has remained

Page | 4
largely untapped within the country. In the last six years of operation, the Bank has disbursed
over BDT 7500 crore in loans to nearly 200,000 small and medium entrepreneurs. The
management of the Bank believes that this sector of the economy can contribute the most to
the rapid generation of employment in Bangladesh. Since inception in July 2001, the Bank's
footprint has grown to 56 branches, 30 SME Service Centers, 427 SME unit offices and 112
ATM sites across the country, and the customer base has expanded to 465,000 deposit and
187,000 advance accounts till December 2008. In the years ahead the City Bank Ltd.. expects
to introduce many more services and products as well as add a wider network of SME unit
offices, Retail Branches and ATMs across the country.

2.4 Vision of the Bank:

To be the leading Bank in the country with best practices and highest social commitment.

2.5 Mission of the Bank:

 To become the second largest bank in Bangladesh.

 Recruit the best from the applicants who can be a good
resource to the bank.
 Motivate the employees by ensuring attractive salary and wages
payments.
 Controlling the employees by using both X & Y motivation
theories.
 Constant growth in ‘Small & Medium Enterprise’ sector.
 Manage and control the organizational relationships and
responsibilities

2.6 Organizational Structure:

The board of directors is the top management and policy making comity of The City Bank
Ltd. Presently the board consists of a chairman and four directors. It is to be noted that the
managing director, is also a member of the board. The directors are appointed from amongst
those who have had experiences and shown capacity in the field of finance and banking,
trade, commerce, industry etc. The chief operations officer executes all the activities under

Page | 5
the directions of the board. The officer and the other line and staff personnel are appointed by
the bank’s own recruitment committee of Human resource Division.

Organizational Hierarchy of the City Bank Ltd..

Organizational structure

Department Employee Job grades MGT team

Business Regular employee

Support HR stuff

Operation Outsource stuff

Figure 1: Organizational structure of the City Bank Ltd.

2.7 Departments of the City bank

If the jobs are not organized considering their interrelationship and are not allocated in a
particular department it would be very difficult to control the system effectively. If the
departments are not fitted for the particular works there would be haphazard situation and
the performance of a particular department would not be measured. The City Bank Ltd.
does this work very well. There are
 Human Resources Division
 Finance Division
 Audit and Inspection Division
 Internal Control & Compliance
 Marketing Division
 Corporate Banking Division
 Consumer Banking Division
 Treasury Division

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  Trade Service & Correspondent Banking Division
 Logistic and support division
 Information Technology Division
 Credit Division
 SME Division
 Credit Admin and Monitoring Division
 Corporate Affairs Division
 Card Division
 Recovery & Legal Division.
 Organization  division of the bank

RETAIL BANKING:
One of the most remarkable success stories of last 50 years’ banking industry globally
has been the conceptualization and innovative execution of banking with individual
customers, their friends & families. The industry has termed it as Retail Banking or
Personal Banking or Consumer Banking; and it has now – at a very rapid pace – become
the major revenue line for most of the top banks in the world.
City Bank, too, recently has started its journey in Retail Banking. “City Retail – add a
little city to your life” is the new brand-mantra, the pay-off line for City Retail. Our aim
is clear. The City Bank Ltd. want City Bank Ltd. to become the most preferred bank to
all individual clientele of the country, at least of the cities and towns where the City Bank
Ltd. operate. The City Bank Ltd. wants to provide our customers the best-in-class
services, innovative products and financial solutions from smart outlets – all with a big
smile that conveys and generates happiness all the way!
The major retail banking products of the City Bank Ltd. Limited are:
 Deposit Service
 Loan service
 NRB (Banking facilities for Non Residential Bangladeshis)
 Debit and Credit Card

City Shomridhdhi is an exceptional DPS product that is distinctly more attractive than the
prevalent DPS products in the market. You receive a hefty sum at the end of the term against
your monthly deposit of small installments. It’s a perfect way to secure your financial future!

Page | 7
City Projonmo is a unique monthly deposit scheme that you open for your kids to safeguard
their future against all uncertainties and risks. As a guardian of the child you can open this
account which builds great & unmatchable savings for you over the years. By the time your
child is past his or her school age, there is this sufficient cash in your hand to take care of
his / herhigher education, marriage or other such large expenses.

City Ichchapuron allows you to earn interest and enjoy interest every month that accrues in
your fixed deposit account, no matter what the term of the deposit is. It helps make your
financial planning more disciplined, and your life more organized. While your fixed deposit
remains untouched and well-kept for future, you keep on getting the profit on a monthly
basis. What better way to take care of your monthly recurring expenses like children’s
education or school fees, house tutor’s remuneration, utility bill payments, saving money in
some DPS scheme?

City Drive is a tailor made Auto Loan facility. City Solution is life-style loan including
vacation, education, wedding, house renovation and medical financing. City Bank Ltd.
currently has 9,000 Debit Cards and 8,000 Credit Cards including dual currency cards first of
its kind in circulation. 50 new ATMs are projected to be launched in 2008-09 to facilitate
reach and convenience and thereby help to increase its customer base significantly. Already
11 ATMs are in operation and City Bank’s customers can use Dutch Bangla Bank’s large
ATM Fleet.
 
Deposit:
City Bank Ltd. offers a wide variety of deposit products to meet your financial needs. From
current and savings accounts to Fixed Deposits and Pension Schemes each account is
designed to give you the best value for your money. Please take a closer look at all the
deposit products of City Bank Ltd. has to offer and then visit any of our branches close to
your location.
Deposit Products:
 Current account
 Savings account
 City Onayash
 City Shomridhdhi
 City Projonmo

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 City Ichchapurun
 Fixed Deposit
Loan service:
City Bank Ltd. offers three types of lone service. The loan products are:
 City Drive
 City Solution
 City Express
City Drive:
Owning a car is no longer a luxury. Car for your family is now a matter of fulfilling a
necessity. Appreciating that basic need, City Bank Ltd. introduces City Drive, a tailor-
made auto loan scheme for individuals.
Features
 Loan amount ranging from Tk. 300,000 to Tk. 20,00,000
 Car financing up to 90% of reconditioned or new vehicle price
 Lower interest rate & up to 100% financing for loan against cash security
 Loan tenor 12 to 60 months
 No hidden charges
 Competitive interest rate
 Loan processing fee 1% of loan amount
Eligibility:
 Age: 22 to 60 years
 Experience: Salaried executive total 1 year including 6 months with current employer
 Experience: Business person/paraprofessional 1 year
 Monthly income: Minimum Tk. 30,000
City Solution:
Whatever the occasion or requirement may be, City Solution – any personal loan from
City Bank Ltd.– is there to solve all your problems and to fulfill all your dreams. You
can access this facility from our selected branches across the country.
Features:
 Loan amount ranging from Tk. 50,000 to Tk. 1000,000
 Loan tenor 12 to 60 months
 No guarantor required for the loan amount up to Tk. 3 lac

Page | 9
 No hidden charges
 Competitive interest rate
 Processing fee 1.5%
Eligibility:
 Age: 22 to 60 years
 Experience: Salaried executive total 1 year including 6 months with current employer
 Experience: Business person 2 years
 Experience: Professional 1 year
 Minimum monthly income: Salaried executive Tk. 15,000, self employed Tk. 25,000
and business person Tk. 30,000
Loan Takeover plan:
An exclusive offer for other bank’s credit worthy customers who can now transfer their
personal loan outstanding to City Solution with a preferential interest rate and waiver on
processing fee.
Eligibility:
 Minimum 6 loan EMI repayment with existing bank.
 A minimum take over loan amount is Tk. 100,000 and maximum Tk. 950,000.
Benefits:
 No processing fee.
 No extra cost for loan takeover.
 No processing fee for additional loan.
 1% reduced from City Solution interest rate.
 
Debit and Credit Card
Debit Card:
CITY Visa Electron Debit Card – By your side, round the clock. Nowcomes the Visa
Debit Card from City Bank. Your life, therefore, becomes hassle-free and safe; and it is
Visa Electron branded, which makes you the proud owner of a meaningful plastic.
Features:
 Cash withdrawal from 500+ Visa ATMs 24/7/365 all over the country
 Shop and dine at hundreds of merchant Visa outlets all over the country
 Balance enquiry

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 PIN Change
 Mini statement
 Cash withdrawal @ Taka 12 per transaction at 583 DBBL ATMs
 Cash withdrawal @ Taka 10 per transaction at 110 Q-cash network ATMs
Eligibility:
If you are an individual and have a savings, current or STD account in CBL, you are
eligible avail this card. Just drop in any nearby CBL branch, collect an application form
and submit duly filled up form. Within shortest time you will get the card delivered at
your mailing address or at your designated branch.
Credit Card:
City Bank Ltd. is the first bank to issue Dual Currency Credit Card in Bangladesh. This
card enables you simultaneous usage of your card both in home and in abroad. You do
not need to carry two different cards for the same purpose.
Features:
 Variable Interest Rate
 EMI Plan
 Balance Transfer
 Round the clock cash withdrawal facility at any Visa branded ATM throughout the
world
 Round the clock purchasing power for goods and services at any Visa branded POS
outlet
 24% interest on Cash Advance
 No cash Advance fee at CITY ATMs
 Lowest Annual/Renewal Fee
 International Roaming facility
 Internet Transaction
 Convenient Repayment option
 E-statement
 Limited Lost Card Liability
 Secured with your Photo – Photo Card
 24 hours customer service help desk
Eligibility:

Page | 11
 Bangladeshi Nationals
 Age range for primary card holder is 18 years to 60 years
 Age range for supplementary card holder is 18 year to 60 years
 Age bar can be relaxed for secured cards
 Minimum Gross Monthly Income(GMI) for silver card Tk 15,000
 Minimum Gross Monthly Income(GMI) for gold card Tk 30,000
City Credit Cards:
 Visa Local Classic
 Visa Classic Dual
 Visa Gold Local
 Visa Gold Dual
 CORPORATE BANKING:
City Bank Ltd.is a major player in Bangladesh wholesale banking industry to offer the
full scope of innovative, customized solutions and services. The City Bank Ltd. offers
service at the highest level. Our focus is not on short-term profit, but on building long-
term relationships and standing by our clients whenever they need us.
The City Bank Ltd. has a unique business focus on enabling project financing, trade,
investment and supply chain financing for clients. The City Bank Ltd. aims to be a one-
stop gateway for corporate and financial institutions looking to extend their business. And
the City Bank Ltd. are committed to using our country wide network to facilitate our
clients’ growing trade and investment flows and supply chain financing needs across our
business footprint.
The Corporate & Investment Relationship teams have taken the blue chip customers like
Grameen Phone, Epylion Group, Banglalink, Ericsson, Meghna Group, Esquire Group,
and Nandan etc. Structured Finance team has recently closed a Tk. 1100 million
preference share transaction for Khulna Power Company . As mandated facilitator and
agent.
The City Bank Ltd. focuses exclusively on corporate and institutional clients domiciled or
conducting business in our footprint, offering clients access to our extensive branch
network and award winning suite of state of the art services. It fully understands the
importance of time, convenience and efficiency to the success of your business. The City
Bank Ltd. makes easy the complex financial world for you and helps you maximize every
opportunity.

Page | 12
 Following are the Corporate Banking Products of the City Bank Ltd.:
 Working capital finance
 Trade finance
 Short / Mid-term finance
 Project finance
 Islamic finance
 Structured finance
 Cash management
 Investment banking
 
 

SME BANKING:
SME Banking of City Bank Ltd. is assuming a new and modern dimension. It is entering in to
a wider horizon. The philosophy of extending banking services to SME’s of the country is to
meaningfully push every one of them up to the next level of respective business operations.
The upward push would be meaningful as they would be business wise competitive for a
sustainable future. It is therefore would be turning in to an abode of SME’s to grow to the
next level. Hence, the bank has named it City Business – for taking SME’s to the next level.
For the first time in the history of City Bank, SME Banking business processes are going to
be driven thru a centralized platform model. This is a fundamental move away from a 25
years legacy system of decentralized geography based branch banking model. The City Bank
Ltd. knows this transformation process and momentum is already in place. This would be
completed by 2008 City Bank Ltd. provides several customized SME Banking products
namely City Muldhan, City Sheba, City Shulov, and City Munafa. SME asset size went up to
BDT 4930 in 2007 and the number of borrowers in SME was 2825.

TREASURY &MARKET DIVISION:

City Bank Ltd.. has a dedicated Treasury team who is capable of providing all treasury
Solutions. Through our foreign correspondent business partners CBL is providing a wide
range of Treasury products. In CBL Treasury, there are four teams who are specialized in
their own area to ensure the best possible solution to our customer requirement. CBL has
following teams in the Treasury:

Page | 13
  Foreign Exchange (Local & G7)
 Money Market
 Corporate Sales
 ALM & Market Research
 
2.8 Employee of the City Bank Ltd.Limited:

The City Bank Ltd. has in different employee’s criteria. There are different types of
employees working in different places inside The City Bank Ltd.. The types of employees
are-

Regular employee:
The permanent stuffs are known as regular employees. The regular employees are allowed to
get the bonus, incentives and other allowances with their basic salaries. And these types of
employees also have the benefit of gating extra facilities the City Bank Ltd. is providing for
their employees.

HR Staff:
HR temporary contract are for those categories whose Job description is such, where he/she
needs to be under the direct supervision of Bank’s authority, whose performance is monitored
by the Bank Management.

Outsource Stuff:
Other contractual employees are not entitled for any service agreement. They will be
recruited through outsource agencies. The requirement of any support staff through outsource
agency must come through HR signed by the Division Head. HR will send the requirement to
provide staff by the Outsource Agency.

Intern:
To encourage and help human resource development in the financial industry the Bank may
decide to offer internship programs to individuals or educational institutions. The decision to

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enter such an engagement will be decided by the MD& CEO on the recommendation of the
Department Head.
Management Trainee Officer (MTO):
Management Trainee Officers highly qualified students of The City Bank Ltd. The MTO’s
are regular employee but they have to learn as a student inside BRAB Bank for the period of
one year. After one year if they can complete their learning period successfully they will
become a senior officer directly from the MTO.

2.9 Management Team:

Management team of THE City Bank Ltd. includes the following positions and each position
contains one member.

Managing Director & CEO

Deputy Managing Director
Chief Information Officer
Head of Credit
Company Secretary & Head of Regulatory & Internal Control
Head of Probashi Banking
Head of Human Resource Management
Head of Treasury & Financial Institution
Head of Marketing & Corporate Affairs
Head of Corporate Banking
Head of Impaired Asset Management
Head of Enterprise Risk Management
Chief Financial Officer
Head of Technology
Head of Retail Banking

2.10 Products & Services of the City Bank Ltd..

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 The City Bank Ltd.. provides its customers 3main types of services including different
types of products, these are:

Products & services

Retail banking Corporate banking

SME Banking

SME network Loan products, Corporate loan products,

coverage, Trade finance,
Cards,

Figure 1: Products & services of the City Bank Ltd.

General saving money office:

General saving money is the beginning stage of all the managing an account tasks. It is the
office, which gives everyday administrations to the clients. Consistently it gets stores from
the clients and takes care of their demand for money by regarding checks. It opens new
record, transmit reserves, issues bank draft and pay orders and so forth since bank is kept to
give the administrations consistently, general managing an account is otherwise called "
Retail Keeping money".

3.1 Saving money Capacities

Saving money or Fundamental Capacities:
 Taking Store
 Extending Advances and Advances
 Foreign Trade Business
Client Core interest:
 Know your Client
 Know Your Item
The general managing an account arrangement of "THE CITY BANK LTD." have depicted
after based on departmental capacities.

The general Saving money segment is the thing that props the general saving money up. A
wide range of everyday exchanges are performed in here as I assume an essential job in

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keeping money. The general saving money office that comprises chiefly of the accompanying
and they are given beneath:

 Account opening segment/Division

 Bills and Clearing

 Remittance

 Cash segment/Division

Record Opening Office

Record is the orderly record of exchange. Ledger is an agreement between the Bank and the
customer, enabling he client to utilize Bank Administration against an expense of charges.
This is the most ideal way a Customer can construct association with the Bank. The
fundamental motivation behind opening record is to store cash. Store record can go up
against a different structures.

They comprise of two structures

Current store.

Savings store

The fundamental things that any records require are:

A esteemed customer's Presentation.

Two photos of the concerned party.

Taka 500 money store for Investment funds store and Taka 1000 money store for current
store

Investment funds Store:

Investment account is an individual A/C, joint A/c or minor A/C. It is a record where
customer can store his or her cash having an enthusiasm from the bet on least rate of
enthusiasm of every month exchange Like-6 to 8.5%. That is the reason who needs to store as
opposed to withdrawal pick such kind of A/C. There are 10 leaves in a check book.

Guidelines and Controls:

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• The director's consent is obligatory to open any record.

• Savings record can either be opened individual or mutually.

• Interest rate in Reserve funds Store in City Bank Ltd. is 6 to8.5% and is depended on
month to month premise.

• But no SD holder can draw over 25% of his parity in seven days neither s/he can
encash all the more twice in seven days. On the off chance that he does as such, he will be
denied of enthusiasm for that given week.

• The beginning least store for this record in this bank is TK.500 in urban regions and
for the country territories it is TK.100.

• IC (Accidental Charge) of TK.50 will be deducted from the record if the base parity
of the record goes roar TK 1000.

Singular Record:

Record opening advances (Candidate's Part)

• The candidate must discover an introducer who has a SD or Cd account in the

particular part of the bank. The introducer must have tasteful exchange and in addition sound
record balance.

• The candidate must top off the Record Opening Application Shape legitimately. The
introducer must present him by marking his name and saying his record number.

• He should likewise put his name and mark in the Example Mark Card (SS card) and
should top off the check book demand shape.

• The candidate must submit two identification estimate photos, which should be
verified by he introducer in rear. And furthermore submit one duplicate photo of chosen one.

• The candidate must submit Citizenship Declaration/confirmed duplicate of

visa/driving permit/voter ID/service Bill.

• He must store cash over the money counter and hen he will be given a record number
and check book.

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(Bank's Part)

• The Bank will coordinate the candidate's mark in the application shape with that on
the SS Card.

• It will coordinate Introducer's mark.

• The financier will top off the KYC (know your Client) shape before client.

• The Bank will append one duplicate of photo with the application shape though the
other duplicate will be with the SS card.

• It will issue a record number by enrolling the candidate's name against the number.

• Manager's consent is required in such manner.

• The bank will send Expresses gratitude toward Letter to both the record Holder and
the Introducer for wellbeing reasons.

Shared service:

Standards and controls and Record Opening Advances:

The equivalent above specify standards and controls and steps are relevant if there should
arise an occurrence of a joint MSD account. Likewise, following are the requirements of
opening a shared service:

• All candidates' name must be said as record title.

• All candidates name, occupation, present and lasting location must be composed in
the shape.

• Name of the individual who will work he account must be said as uncommon
guidance in the application shape and SS card.

• Nomination is required.

• Permission and mark of all candidates' must be done before the record opening
officer.

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• All real choices (designation, conclusion and so forth) must be considered holders.

CURRENT Record (Album)

Presentation

It is non-enthusiasm bearing A/C. Any lawful Representative or Organization can open this
A/C. customer can request and withdrawal the majority of the cash without giving any notice
to the bank. That is the reason who needs to cycle their cash from time to time pick such kind
of A/C. the Check book leaves are 25,50 or 100 in number.

Sorts of Compact disc Record:

1. Individual Record

2. Proprietorship A/C

3. Partnership A/C

4. limited organization A/C

5. Cooperative A/C

6. Special A/C

Tenets and Controls:

• Current record can be opened independently, proprietorship, together, association,

self-sufficient, govt., club and so on.

• No loan fee is offered for this situation neither here is any bar in regards to least
adjust or week by week money withdrawals.

• The beginning least store for this record in this bank is TK. 1000.

• No IC (coincidental Charge) is deducted in such manner.

Singular Record

Record opening Advances:

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Candidate's part

• The candidate discovers an introducer who must have an Album A SD account holder
can not present a present record holder in the particular part of the bank. The introducer must
have tasteful changes and additionally solid record balance.

• The candidate must top off the record Opening Application Shape Property. The
introducer must him by marking his name and specifying his record number.

• He should likewise put name and mark in the Spaceman Mark Card (SS Card) and
should top off the check book demand shape.

• The candidate must submit two international ID measure photos, which should be
validated by the introducer in rear.

• The candidate must submit National Testament/Duplicate of visa/duplicate of Utility

bill(WASHA/DESA)

• He must store cash over the money counter and after that he will be given a record
number and check book.

Bank's part

• The bank will coordinate the candidate's mark in the application frame with that on
the SS Scoundrel.

• It will coordinate introducer's mark.

• It will issue a record number by enlisting the candidate's name against the number.

• Manager's per mission is required in such manner.

Shared service

Principles and directions and record Opening advances:

The equivalent previously mentioned principles and direction and steps are appropriate in the
event of a joint Album account. Yet, SD account holders can not open a Shared service.

Association

Page | 21
Proprietorship Record

At the point when a proprietor open a record for his/her firm. She/he may order some
different representatives to work that A/C without his/her quality.

Record Opening Advances:

The candidate must present the accompanying reports other then the specified methods:

• Copy of Exchange Permit (cutting-edge). He should convey the fundamental

duplicate to the bank with the goal that concerned specialist can analyze them and verify
likewise.

• Declaration of proprietorship containing his mark and seal in it.

• TIN Authentication.

• In instance of approval, chief' signature must be bore witness to by the record holder
(proprietor) in the application frame and in addition in the SS Card and should be specified as
uncommon guidance.

Organization Record

Accordion to Area 4 of the Organization Demonstration 1932, Association is characterized

as-"The social between People who have consented to share the benefit of the business
carried on by all or by any of representing all."

Record Opening Advances:

• Copy of Exchange Permit (up and coming). He should convey the fundamental
duplicate to the bank with the goal that concerned specialist can look at them and authenticate
as needs be.

• Certified valid for the notice and Articles of Affiliation Organization

• Certificate of Joining of the organization for examination and return (alongside a

properly guaranteed photocopy for Bank' records.)

Page | 22
• Partnership homestead might be enlisted or unregistered. On the off chance that it's
enlisted, at that point enrollment Testament shape the business entity must be submitted. If
there should arise an occurrence of unregistered organization cultivate, the bank can record
claim against, yet it can not sue the bank.

• Extract of the goals of the Board/General Gathering of Organization for opening the
record and approval for its task properly ensured by the Administrator of the organization.

• Certificate of Beginning of Business. (If there should be an occurrence of Open . co.)

• Photocopy of international ID of the Executive/Overseeing Chief.

• Photographs of marks.

• Certified genuine duplicate of the rundown of chiefs of the organization alongside

their Mark.

• Partnership deed/Assention must be submitted in Tk.150 Legal Stamp Paper.

• Retirement/passing of any accomplice must be educated to the bank.

Bank saves some particular rights if there should be an occurrence of association account.
One is the privilege to set off which gives it the specialist to exchange subsidize from another

Maturity & Profit

Particulars Rate of profit

1 month 10%
1 to 3 month 11
3 To 6 month 11.25%
6 to 12 month(1 year) 12%

If the client not applies for renewal after maturity then the interest will be imposed after every
three month.

Procedure
Fill up the form including-
1. Amount

Page | 23
 2. Maturity Period
3. Rate of profit
4. Favoring
The applicant must fill up the FDR
 He/she must give special instructions which can be of our type:
1. Self- party himself will operate
2. Operated to be jointly- two people will operate
3. Anyone of the two
4. Either/or survivor.
 Specimen signature in the form and SS Card
 Special instruction in the SS Card (if any)
 Preparing voucher & payment
 The receipt
 Payment through pay-slip or A/C(depend on instruction)
 The maturity date of the MTDR and profit rate will be specifically mentioned on the
MTDR.
 Nominee must be mentioned
 Branch manager’s authorization is obligatory.
Encashment before maturity:
 Maturity is 3 month, but if enchased before it then will be given. No service charge or
excise duty will be deducted.
 It enchased before maturity period (6 months to 1 yea or above) profit will be given
according to the nearest slab and service charge duty will be deducted.
Loan:
80% loan as lien can be given against the FDR.
Sundry Deposit:
If any account number mismatches for which the amount can not be credited in any particular
account, the amount is the sundry deposit.
Staff Provident Fund Deposit:
This deposit consists of the summation of provident funds of entire employees’ individual
amount for readers convenience charts are provide for showing necessary documents to open
different types of accounts which are mainly Savings or Current account.
 

Page | 24
Remittance
Remittance means transmission of money from one place to another. There are different
modules of remittance. They are as follow:
 TT-Telegraphic Transfer
 DD-Demand Draft
 PO-Pay Order
TT-Telegraphic Transfer:
TT is the quickest method of transferring funds from one place to another. The remitting
branch sends a telegraphic/ telephonic/ Fax message to the branch at the other end, to pay a
certain sum of money to a named payee.
DD-Demand Draft:
It is an instrument containing an unconditional order of one bank office to pay  certain
amount of money to the named person or order the amount therein on demand. DD is very
much popular instrument for remitting money from one corner of money to another.
Commission for DD is 15% of the principle amount.
PO-Pay Order
It is process of money transfer from payer to payee within a certain clearing area through
banking channel. A person can purchase payment order in different models such as Pay Order
by cash, Pay Order by cheque.
 
Bills & Clearing Department
Clearing stand for mutual settlement of claims made in among member banks at an agreed
time place in respect of instruments drawn of each other: Clearing House is an arrangement
under which member banks agree to meet, through their representatives, an appointed time
and place to deliver instruments drawn on the other and in exchange to receive instruments
drawn of them. The nit amount payable or receivable as the case may be, is settled through an
account kept with the controlling bank (Bangladesh Bank/Sonali Bank).
Types of Clearing
1. Outward Clearing
2. Inward  Clearing
Out ward Clearing

Page | 25
When a particular branch receives instruments drawn on other bank within the clearing zone
and sends those instruments for collection through the clearing arrangement is considerate as
Outward Clearing for that particular branch. This branch knows as collecting branch.
Inward Clearing
Clearing returns (inward) consists of those instruments which were presented by us to other
banks for payment but have been returned and unpaid by them due to specified reason
through the clearing house.
 
OBC/IBC
Introduction
OBC/IBC is required when both the banks are not in the same clearing zone. Outward Bills
for collection (OBC) and Inward Bills for collection (IBC) is required when both the bank
(collection bank and paying bank) are not in the same clearing zone. For example-when the
cheque of Dinajpur Branch of Sonali Bank is received and sends for collection by CBL
Islami Banking Branch then it is OBC. On the other hand it is IBC for Sonali Bank Dinajpur
Branch.
OBC (Outward Bills for collection)
Procedure
OBC can be collection in the two ways—
1. Directly
2. Through Collecting Branch

Form the Collection Ban king’s side (OBC):

Direct collection:
Receive and verify the cheque and deposit slip (customer’s portion and bank’s portion).
 Special crossing is marked over the cheque.
 Entry the details into OBC Register.
 OBC seal is marked over the cheque and deposit slip, mentioning the OBC number.
 The endorsement is given on the back side of the cheque, mentioning ‘Payees A/C
will be credited after realization’.
 Signature of a P.A holder must be taken over the Deposit slip, OBC Register and
forwarding letter.

Page | 26
  Two copies of schedule is prepared. First copy is sent to the drawee branch with
forwarding letter and instrument. Second copy is reserved as office copy.
 Send to the respective branch.
 Lodgment Voucher for the collecting Bank.
1. Debit- Outward bills Lodged
2. Credit- Outward Bills for Collection

Collection of Bills
Receive the IBCA from the drawee branch
Verify the signature of the officer, executed over the IBCA.
After the response the IBCA, the voucher will be as follow:
1. Debit-CGA, Drawee Branch
2. Credit-Party Account
3. Debit- Party Account
4. Credit-Income Account, Commission
5. Credit-Income Account, Postage Charge
Entry reverses the Lodgment Voucher. E.g.
 Debit-Outward bills Lodge
 Credit-Outward Bills Collection
Entry the date of payment over the OBC Register. Received Seal is marked over the Office
copy of the Schedule and deposit slip.
Generally, the procedure is almost the same. In this case we get a draft from the drawee
branch and commission is charged twice. Firstly by the drawee branch and secondly by the
drawer branch. The drawee branch sends a draft and we collect this through clearing house.
Voucher
 Debit- Outward Bills Lodged
 Credit- Outward Bills for collection.
After receiving the bills through draft, we have to send collection and after collection the
voucher will be as following:
 Lodgment voucher will be reversed for E.g.
 Debit-Outward Bills for collection
 Credit-Outward Bills Lodged
 The party voucher will be prepared accordingly.

Page | 27
 
Cash Department
Cash Department is the most important part of General Banking. Cash department should be
placed in a branch from where manager can watch everything from his table either clients or
the vault. It is the most important department of the bank since from desk cash department
has direct interaction with customers. Usually cash department receives and pays cash
directly which work as a media to communicate with the clients. In the Islami Banking
Branch I have got acquainted with cash receiving and cash payment procedures. Some
register books uses in the cash department are mentioned bellow:
 Receiving Cashier’s Book
 Payment Cashier’s Book
 Cash Balance Book
 Vault Register or safe–in and safe-out Register
 Key Register
 Remittance Registers.
In addition, I have also learnt the procedure of cash-in and cash-out from the vault. We have
also got acquainted with systematic procedure of cash receiving through different vouchers as
well as payment procedure by different cheque and vouchers. Science the branch is fully
computerized, it does not maintain token, scroll etc.
 
Cash Receive:
Cash is the blood of a branch. It is the life of a bank. Cash may be received by-
 Cash Receiving by Pay Slip
 Cash Receiving of Bills
 Cash Receiving by TT, DD, Pay-Order, MTDR.
Cash Receiving by Paying-Slip:
By paying slip we receive cash of CD or MSD account. When we receive cash by paying
slip, officers check the paying slip if there is any discrepancy, if everything is found to be in
order, then they make entry of the amount in the scroll register and put receiving seal on
paying slip.

Cash Receiving of Bills:

Page | 28
Two kinds of bills (DESA &Grameen Phone) are received in drench. When officers receive
cash bill, h/she check the bill’s copy to see whether is any discrepancy. If everything is found
alright, then h/she makes entry of the amount in the scroll register. And h/she put receiving
seal on bills paper.

Cash Receiving by TT, DD, Pay-Order, MTDR:

At first the form filled up by the party should be checked to verify whether is any
discrepancy, if everything is found to be in order, then officers make entry of the amount in
the scroll register and put receiving seal on the respective form.
 
Cash Payment:
Usually cash is paid against cheque, pay-slip, pay-order, DD and debit voucher. While paying
cash against any instrument, officers first verity whether there is any material alteration on
the instrument. He also check the instrument if it is in holder in due course and holder in due
time. Then he verifies the signature of payee. If everything is in order, he pays the amount to
the respective payee.

Position of the Cash Department

The position of the cash department is very important. The cash department should be at a
safe place. If should be at the middle position of the branch. The cash counter and vault
should be a close to cash department. The cash position of the Islami Banking Branch is in
the front side of the branch and its safe and vault is at the back side of cash department.
Duties and Responsibilities of Cash in Charge
 Holds the key of cash safe.
 Receive cash from other bank/Branch and acknowledge, where necessary. Opens the
cash safe before commencement of business along with other personal holding the
key.
 Supervise receipt and payment of cash.
 Supervise the carrying of the cash to the cash Department.
 Delivers cash to the paying cashier against receipt on a memo.
 Countersigns the credit vouchers if he is an attorney.
 Arranges sending cash to other Branch.

Page | 29
  Check the receiving cashier’s and paying cashier’s receipt/payment sheet and collect
cash from them.
 Writes the cash balance book and cash position memo and signs them
 Maintains record of stamped forms.
 Investigate and inform the manager about excess or shortage of cash.
 Gets books and cash checked by manager or authorized officer.
 Supervise the custody of cash in the safe and books in the strong room. Checks the
drawers of the cashiers before leaving the office.
 
Five year’s performance (Business)
Five years performance of The City Bank Ltd.Limited is increasing day by day. The most
important area of the bank such as deposits, advance import and export investment are given
below.
(Tk. In Crore)

Particulars 2002 2003 2004 2005 2006

Deposit 1718 1968 2005 2224 3065
Advance 1273 1389 1478 1703 2333
Import 1350 1226 1729 1791 2136
Export 398 621 772 1220 1822
Investment 198 251 338 316 365
Total Assets 2073 2448 2370 2638 3531
 

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4.1 Customer Satisfaction level on City Bank Ltd.
It is the satisfaction of customers in terms of how they are satisfied with the politeness,
knowledge and promptness of employees in handling busy customers. It also takes into
consideration the perception of the customers as to whether the product or service is worth
what they are paying for it.

Customers of The City Bank Ltd. have a good perception about the quality of service
provided by them. From our survey we found that customers are satisfied with the overall
service of CBL. All the offers provided by CBL are very beneficial for the customers. But in
case of service benefit is not the alone factor that determines the level of satisfaction. There
are many other things that take control over the overall satisfaction. For instance, service
having attractive offers may fail only because of rude behavior or carelessness of the
provider. So it is very important to ensure other factors that are related with the success of the
service.

The five factors to measure efficiency: 

There are five major factors identified by the experts that are essential to assure the
quality of better service that will lift the level of efficiency. They are reliability,
responsiveness, assurance, empathy and tangibles. These five factors determine the quality of
interaction between customer and provider, the quality of: Physical environment quality and
out come quality of the service which leads the overall service to the position of excellence of
quality. From our survey we found that how these factors affect their satisfaction level.

Reliability:
It means ability to perform the promised service accurately. In case of banking reliability is
very important. Because if the client pretends that the company  is not able to continue its
service proper in the future they will not interested to banking with  PBL. From our survey
we see that most of the customers choose CBL because they think it is reliable compare to
others in case of providing various unique features (Bangladesh international). On the whole
customers have a perception that CBL is capable to provide all the services they offered.

Page | 31
 Responsiveness:
It is another vital factor that controls customers’ perception about quality of service. It means
willingness of the employees to help the customers. According to the perception of customers
responsiveness is very important to increase the quality of the service. Even the customers
ranked the importance of responsiveness in banking 7 out of 9. If employees do not response
immediately to the need of the customers, valuable time of the customers will be spent
unnecessarily. Even the customer may become frustrated whether he will get the service or
not. The customers of CBL replied that CBL responses promptly.

Assurance:
It means the knowledge and ability of the employees to develop trust in the mind of the
clients about the completion of the task properly and on time. Customers have a great
perception about CBL that they perform according to their promise. Assurance has a great
impact on the quality of the service because if promises are not kept customers may switch to
other bank.

Empathy:
To ensure better service it is very important for the employees to have empathy. Empathy
means giving individual attention and taking extra care of the customer. CBL has young and
energetic employees that interact with customers nicely and they continuously ask about their
satisfaction and dissatisfaction of every individual.

Tangibles:
Tangibles are very important factor because it directs the customer mind about the quality of
the service. Tangibles are physical facilities, equipment etc used in the context of service
company.  Interior decoration, sitting arrangements, temperature of the room, cleanness odor
everything controls the perception of customers about the quality of the service. CBL has
confirmed well interior decoration in all there branches and they try keep the standard of
there services cape same all over the world. They use all the elements used in there company
like chairs, carpet etc imported from Hong Kong and all of them are same for all branches.

Page | 32
4.2 Method to find out customer satisfaction level:
 Making Questionnaire
 Survey
 Analysis of survey data
 Finding from the analysis
 Result

To find out the customer satisfaction level of the City Bank Ltd. Firstly I have a questionnaire
of 15 questions which will rated by the existing customer of uttara branch of City Bank Ltd.
by 1-5 which will represent poor to excellent. The survey will be conducted by response of
50 customers of this bank. The standards of the rating is given below-
 Poor
 Fair
 Good
 Very good
 Excellent

After the survey I will analyze survey data & make a summary of the analyzed data which is
finding from the analysis. Finally I will give the survey result based on the findings from
analysis of survey data.

4.3 Analysis of survey data:

Questionnaire 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 servicer, modern and update technology,
error free records, & prompt problem solving skills of employees & average time taken by
the employee to give service to its customer. Analysis of survey data is given bellow-
Employee behavior with the customer:

Page | 33
Employee behavior with the customer :

Chart 01 : Employee behavior with the customer

Behavior of the employee working 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 questionnaire
about the behavior of employee of the City Bank Ltd. with the customer when providing
banking service. From the survey, we can see that at most 25 customers which about 50% of
the 50 to that they are somewhat satisfied with the behavior of the employee of the City Bank
Ltd.

Page | 34
Reasonable Service Charge :

Chart 02 : 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 City Bank Ltd. charges reasonably for the service
they are providing to the customer. Among 50 customers means 22 customers which is 44%
of the sample are satisfied with the service charge taken by the City Bank Ltd. 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 City Bank Ltd. is quite reasonable than other banks
operating in the country.

Page | 35
Provide prompt and accurate service :

Chart 03 : Provide prompt and accurate service

Getting prompt and accurate service is one of the most important factors of customer
satisfaction. In 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 they are satisfied with prompt and
accurate service provided by the City Bank Ltd. moreover, 17 of them are means also that
they said are somewhat “Good” satisfied with this. From this, we can say that City Bank Ltd.
provide prompt and accurate service to its customers.

Page | 36
Ensuring Error Free Record:

Chart 04 : Ensuring error free record

Ensuring error free record of every transaction made by the customers and bank is basic
element and fundamental requirement for the bank. Am them which are 40% of the sample
said “Very G tells that almost everyone believes that City Bank Ltd. ensure the error free
record every transaction occur in the bank.

Page | 37
Facility of utility bill payment :

Chart 05 : Facility of utility bill payment

Utility bill payment on the bank is one of the criteria where customers are interested in. They
want to pay bill to the nearest place of their home. If a bank provides this opportunity then it
will make customer happy. Here we can see that 30 persons among 50 which 60% are not
satisfied with this service provide by the bank. I tried to know why they don bank, they said
City Bank Ltd. accept electricity and WASA bill but not gas bill. People have to go for
another bank to pay gas bill. This is one area where City Bank Ltd. can improve. They need
to know the customers’ requirement. It is pay gas bill to another bank. This indicates
customer dissatisfaction on utility bill payment factor.

Page | 38
Using modern and updated technology :

Chart 06 : 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 lates and reliable
software and devices then it will have an affect also on customer satisfaction. In 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 satisfied and 15 customers or 30% of customer
about the using of modern and updated technology by the City Bank Ltd.

Page | 39
Provide quality network for ATM service :

Chart 07 : Provide quality network for ATM service

Network provide for ATM service by the bank if the bank ensure quality network for ATM
service them customer will be satisfied. If there is good network them there will be no
problem to withdraw and deposit money from ATM machine. For City Bank Ltd. survey data
shows on positive sign, 20 customers which are said Fair which means that network is not the
somewhat satisfactory.

Page | 40
Easy procedure of gutting loan :

Chart 08 : 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 they are satisfied about the process, term and
condition of getting loan from City Bank Ltd. It is also indicate the process of providing loan
to the customer of City Bank Ltd. is easy and implementable.

Page | 41
Office Space :

Chart 09 : Office Space

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 75% said Good means that they are indicate that City Bank Ltd.. uttara
branch has medium office space which quite okay.

Page | 42
Waiting time to get service :

Chart 10 : Waiting time to get service

Weighted average time of waiting to get a 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 was can see that
22 customer out of 50 which is 44% saying that Fair in satisfactory. It also indicates that
waiting tine is longer and performance of the employee is not that convincing.

Page | 43
Keeps promises :

Chart 11 : keeps promises

Keeping guarantee is additionally imperative for a bank. On the off chance that any does not
keep guarantee which in aggravated the impact would be. The client can leave the bank by
being denied by the bank. Here we can see that 38 client which around 76% are happy with
the keeping guarantee by the City Bank Ltd. It demonstrates that City Bank Ltd. keep
guarantees what it made to its client.

Page | 44
Well organized office environment :

Chart 12 : Well organized office environment

Office condition impacts the client and in addition the representative working in the bank. In
the event that the workplace is efficient and enriched with quality furniture the representative
will feel crisp to work here and will have affect on their execution. Additionally the clients
likewise feel relieving and agreeable by being in bank office to get benefit from the bank. It is
additionally a vital component of consumer loyalty. As indicated by the us to efficient office
condition of the City Bank Ltd. women Branch at Uttara.

Page | 45
Ensure good online banking service :

Chart 13 : Ensure good online banking service

Web based keeping money is another measurement for the cutting edge managing an account
framework. This is one of the Esteem included administration give by various banks spare
time and cost for client. With help of web association client will be capable store cash and
make installment by sitting at home. City Bank Ltd. has offer internet keeping money also.
Review shows that 23 which 46% said that City Bank Ltd. give great web based managing an
account benefit.

Page | 46
Customer feels safe by making transaction :

Chart 14 : Customer feels safe by making transaction

At the point when the client feels safe about their cash executed however the bank, we can
state that clients are fulfilled the administration bank give. It is imperative factor for
consumer loyalty level of an organization. The outline 10 demonstrates that 24 clients out of
50 give their assessment as Astounding which is 48% of the example. So the safe about their
cash saved or executed through the bank.

Page | 47
4.4 Analyzing Customer Satisfaction :
A customer is a person buying goods or services from a business organizational. Customer is
the ultimate source of fund of any bank. That is why a bank always tries to provide services
in a manner which can satisfy its customers. Customer satisfaction is now-a-days one of the
imperative task of a bank to take a lead from the competitors. To assess the satisfaction level
of the customers of the City Bank. I made a survey by preparing a opinion poll based on the
services and service qualities of the Bank. The first 8 question’s answers contain different
points which are used in calculating the satisfaction Mean and the rest 2 is to collect
recommendation from the customers. The survey has made on 50 customers. 25of them are
current Account holders and the rest 25 are Savings Account holder.

Elucidation of the Results :

Table 1 : Responses of Customers regarding the service provide to them.

Nature of
Level of Satisfaction
Account
Neither
Highly Satisfied Highly Overall
Satisfied Dissatisfied
---- satisfied Nor Dissatisfied Satisfaction
(%) Dissatisfied (%)
(%) (%) Mean
(%)
Current 56 40 04 00 00 4.52
Account
Holders

Savings 52 48 00 00 00 4.52
Account
Holders

Page | 48
Export Import Bank of Bangladesh (CITY) has different types of product and relative
services. This survey was not on any specific one. According to the survey result, we can see
in Table I that 56% of surveyed Current Account holders and 52% of Savings Account
holders are Highly Satisfied with the service provided to them. The rate of satisfied
customers is 40% (Current Account) & 48% (Savings Account) and only 04% of Current
Account holders are Neither Satisfied nor Dissatisfied.

The overall satisfaction Mean is 4.52 for both types of account holders. Based on the Mean
Value we can say that the customers of City Bank Ltd. are Highly Satisfied with the service
provided to them.

Table 2: Responses of Customers regarding the attentiveness of the employees’-

Nature of
Level of Satisfaction
Account
Neither
Highly Satisfied Highly Overall
Satisfied Dissatisfied
---- satisfied Nor Dissatisfied Satisfaction
(%) Dissatisfied (%)
(%) (%) Mean
(%)
Current 84 12 04 00 00 4.80
Account
Holders

Savings 48 52 00 00 00 4.48
Account
Holders

Page | 49
Employee attentiveness towards customers is a very important factor for a bank to run its
activities smoothly to achieve the target. According to the survey, 84% Current Account
holders are Highly Satisfied with the attentiveness of the employees towards them and 48%
Savings Account holder’s satisfaction stands at this level. The percentage of Satisfied
customers of Current Account is 12% and Savings Account is 52%. Only 04% of surveyed
Current Account holders are Neither Satisfied nor Dissatisfied. The overall satisfaction Mean
of Current Account holders are 4.80 and of Savings Account holders are 4.48. On the basis of
Mean Value we can say that the Current Account holders are slightly more satisfied than the
Savings Account holders but the overall satisfaction level of the customers contains a positive
sign for the progress of City Bank Ltd..

Table 3: Responses of Customers regarding the speed of service provided to them by the
Bank-

Nature of
Level of Satisfaction
Account
Neither
Highly Satisfied Highly Overall
Satisfied Dissatisfied
---- satisfied Nor Dissatisfied Satisfaction
(%) Dissatisfied (%)
(%) (%) Mean
(%)
Current 48 44 08 00 00 4.40
Account
Holders

Savings 12 80 08 00 00 4.04
Account
Holders

The speed of service is now-a-days a crucial fact for any bank to carry outstanding rating in
the competitive market of Bangladesh. From the given table below we can observe that 48%
Current Account holders are Highly Satisfied with the speed of the service provided to them

Page | 50
and 12% of Savings Account holders are as so. The percentage of Satisfied customers of
Current Account holders is 44% and Savings Account is 80%. For both types of account
holders only 8% are Neither Satisfied nor Dissatisfied.

The overall satisfaction Mean is 4.40 for Current Account holders and 4.04 for Savings
Account holders.

Based on the Mean Value we can say that the customers are satisfied with the speed of
service provided to them.

Table 4: Responses of Customers regarding the efficiency of the Branch-

Nature of
Level of Satisfaction
Account
Neither
Highly Satisfied Highly Overall
Satisfied Dissatisfied
---- satisfied Nor Dissatisfied Satisfaction
(%) Dissatisfied (%)
(%) (%) Mean
(%)
Current 32 52 16 00 00 4.16
Account
Holders

Savings 52 48 00 00 00 4.52
Account
Holders

Banking is not an easy job to perform. Before making any comments on the efficiency of the
Branch I would like to remind that most of the customers are general people and it’s not easy
for them to measure the efficiency of any Bank.
32% surveyed Current Account holders and 16% Savings Account holders are Highly
Satisfied with the efficiency and 52% of Current Account holders & 72% of Savings Account
holders are Satisfied with the efficiency of this Branch. 16% of Current Account holders and
12% of Savings Account holders are Neither Satisfied nor Dissatisfied.

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The overall satisfaction Mean is 4.16 for Current Account holders and 4.04 for Savings
Account holders.

According to the Mean Value the Branch need slightly more efficiency but as a student of
Finance and on the basis of the working experience as an internee in the Branch, I can say
that the efficiency of the Branch is Highly Satisfactory.

Table 5: Responses of customers regarding the interior and environment of the Branch-

Nature of
Level of Satisfaction
Account
Neither
Highly Satisfied Highly Overall
Satisfied Dissatisfied
---- satisfied Nor Dissatisfied Satisfaction
(%) Dissatisfied (%)
(%) (%) Mean
(%)
Current 80 20 00 00 00 4.80
Account
Holders

Savings 68 32 00 00 00 4.68
Account
Holders

From the view point of Modem Banking, the interior and environment of a bank is very much
important to grab the attention of the customers.

80% of Current Accountant holders and 68% Savings Account holders are Highly Satisfied
with the interior and environment of the Branch. 20% of Current Account holders and 32% of
Savings Accounting holders are satisfied.

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The overall satisfaction Mean is 4.80 for Current Account holders and 4.68 for Savings
Account holders.

The Mean Value proves that the customers are Highly Satisfied with the interior and
environment of the Branch.

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5.1 SWOT Examination:
Both assembling and administration arranged business associations begin to have some
shortcoming as time slip by. The shortcomings of an association can be transformed into
circumstances whenever perceived on time. In addition, disregarding any risk may bring
about loosing important business openings. Therefore, an appraisal of each business
association is required to pass judgment on the execution from the parts of its Quality,
Shortcomings, Openings and Risk (SWOT).

SWOT Investigation of City Bank Ltd. is expressed beneath:

Quality

1. Superior Administration Quality: CBL gives superb and reliable quality administration
in every last division of its tasks to the clients. It makes the clients fulfilled.

2. Top Administration: The best administration of CBL is exceptionally experienced and

surely understood in the Managing an account part of Bangladesh. They are contributing
vigorously towards the development and advancement of the Bank. Experienced brokers
and corporate staff have framed the administration.

3. Company Notoriety: CBL has just made a decent notoriety in the Managing an account
Industry of Bangladesh.

4. Modern Offices and PC: From the earliest starting point, CBL endeavors to outfit its
work encompassing with current hardware and furniture. For quick support of the client,
CBL as of now introduced cash including machine the teller counter. The bank has
modernized keeping money activity under programming called 'PC Bank'. In addition, PC
printed explanations are accessible to interior utilize and once in a while for the clients.

5. Interactive Corporate Culture: The Corporate Culture of CBL is substantially more

intuitive contrast with other nearby associations. This intelligent condition urges the
representative to work mindfully.

6. Customer Fulfillment: Consumer loyalty level of CBL is very great. Casual discussion
with clients about the administration quality causes the administration to give
administrations as indicated by their decision which makes clients fulfilled.

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7. Good Number of Branches: CBL as of now has 83 online branches all over Bangladesh
to give quality support of each level of client.

8. ATM Administration: A few administrations of the bank are computerized which pull in
expansive number of customers. For example, the bank gives Computerized Teller
Machine (ATM) benefits in a few areas.

9. Online Managing an account: The bank as of late presented web based saving money
which empowered it to robotize the majority of its activities. At present, a few keeping
money capacities are performed by PCs.

Shortcomings

1. Limited Workforce: CBL, many Branch has constrained workforce. There is lack of
individuals. Thus, a significant number of the representatives are troubled with additional
remaining tasks at hand and work late hours with no extra minutes offices. This may
cause high representative turnover which isn't useful for the association.

2. Lengthy Advance Allowing Procedure: The credit endorse and payment method is very
extensive, in light of the fact that the advance conceding procedure of many Part of CBL
is extremely strict that occasionally impacts contrarily at the forefront of client's thoughts.

3. Centralized Expert: Assignment of power is brought together which makes the

representative to acknowledge less duty. Along these lines, the worker confidence is
decayed.

4. Lengthy Assessment Process: The credit proposition assessment process is long. Hence,
in some cases profitable customers are lost and the bank winds up unfit to meet targets.

5. Less Utilization of Yearly Private Report: No substantive utilization of Yearly Secret

Report (execution assessment type of the worker) to remunerate or to rebuff the
representative. Subsequently the representative winds up insufficient.

6. Less Limited time Activity: The bank needs forceful publicizing and special exercises to
get a wide land inclusion.

7. Few ATM Corners: The bank has just a couple of ATM stalls and not in legitimate
spots. Thus, the extent of utilizing ATM card is constrained.

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Openings

1. Support from Bangladesh Bank: Bangladesh Bank has rendered its full help to the
Managing an account area for a sound budgetary status of the nation as an agent of
Government, as it has turned out to be one of the crucial wellsprings of work in the nation
now. Such government concern will encourage and bolster the long haul vision of CBL.

2. Diversified Venture Opportunity: There is an incredible chance to take new

measurement of Saving money, for example, Particular Managing an account and
furthermore there are numerous divisions where CBL can give uncommon benefits.

3. Evolution of E-Keeping money: Rise of E-Managing an account will open more

extension for CBL to achieve the customers in Bangladesh as well as in the Worldwide
Saving money Field. Despite the fact that the Bank has just entered the universe of E-
Keeping money yet to give full electronic Saving money offices to its client.

4. Innovative Items: The bank can present more imaginative and current items and
administrations for their clients.

5. Micro Credit: The bank can offer miniaturized scale credit business for people and
independent companies.

6. Diversified Portfolio: It can decent variety its portfolio by taking new part.

7. New Branches in Remote Territories: Numerous branches can be opened to achieve the
bank's administrations to the remote zones.

8. Efficient Enrollment: It can enlist more proficient and experienced people to give quick
and effective support of the clients.

Dangers

1. Contemporary Banks: The Contemporary Banks like, Dhaka Bank, Dutch Bangla Bank,
Common Trust Bank are its significant adversaries. They are doing forceful crusade to
pull in lucrative customers and in addition big time contributors. The CBL ought to stay
watchful about the means taken by these Banks, as these will thus influence the Bank
procedures.

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2. Multinational Banks: Because of the blasting vitality part, more outside Banks are
required to work in Bangladesh. Multinational and the quickly developing neighborhood
saves money with present day items and administrations are catching immense market
inside brief period a subsequent to switch over the current clients of the bank.

3. Restriction from Bangladesh Bank: Bangladesh Bank practices strict authority over all
Keeping money exercises. In some cases the confinements forced by Bangladesh Bank,
can make obstruction in the typical tasks and arrangements of the Bank.

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6.1 Recommendations :
A need to extend branch network and more new 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 eolleet more deposit through opening of new accounts
and, hence, it will also satisfy the customers.
City Bank Ltd. should emphasis more on empathy to customers which means that
City Bank Ltd. should take more attention to individual care of customers and solves
their specific needs.
They should also focus on the marketing aspects to let customers know about their
products and offerings and more promotion should be given to attract new customer.
So that customer will know the benefit of becoming customer in City Bank Ltd.
through different advertisement and marketing programmers. For that they can use
print media, electronic media or they can distribute leaflets to customers, also they
can set up stall in different trade fair.
City Bank Ltd. should reduce their ATM and Credit card charge. Extra charge is
discouraging customers to make business with City Bank.
As long queues are found in the first week of the month and on Sunday as well as on
Thursday, Flexible Multipurpose Counter can be opened for Customer Services.
Opening more counters is very important part.
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.
As the competitors offering a higher interest rate on deposits and lower charges in
loans, City Bank Ltd. should think about it and if possible then maintain the interest
rate and bank charges as similar as to its competitors.
City Bank Ltd. should practice a participant marginal process because in this all the
employees get chance for participating in problem recognition and problem solving
and this will make thee employees feel better which will work as a motivation
weapon. Also award system should be activated depending on the Performance
Appraisal of the Employees.

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6.2 Conclusion:

Managing an account industry in Bangladesh is currently in right track. The brokers are
contributing parcels than the former years for the expansion and improvement of the unified
conditions of america. Saving money is transforming into progressively fundamental for
financial change of Bangladesh in activating capital and others sources. As an organization,
the town money related establishment Ltd. has earned the acknowledgment of best managing
an account task in Bangladesh. The partnership is a ton more settled in contrast with some
other neighborhood budgetary organization working in Bangladesh. It has a notoriety for
being an assistant for increment. clear and short basic leadership, green group of by and large
execution, happy customers, on-line saving money, great inward control, broadening of
ventures and so on are the key qualities of city budgetary organization. Subsequent to doing
this assistant document i've discovered that greatest of the customers of city money related
organization Ltd. have great conviction closer to its supplier outstanding. subsequently, it is
normal that the transporter high caliber of city bank Ltd. can be raised every day and it will
achieve more notoriety a portion of the general population in future.

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 Bibliography:

Study’s:
1. Prospectus of City.
2. Manual of (City Bank).
3. Annual Study 2015 of City Bank.
4. Half yearly Annual Study 2015 of City Bank.
5. Quarter Annual Study 2015 of City Bank.

Websites:
 City Bank, Official Site: http://www. www.Citybankbd.com
 http://www.scribd.com/doc/2 1791869/customer-satisfaction-pubali-bank-, retrieved.
 http://www.assignmentpoint.conilcustomer-satisfaction-social-islami-bank-,retrieved.

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 Appendix

Survey Questionnaire:
I am studying in Bachelor of Business Administration (BBA) at Daffodil International
University. As part of my internship program it is required to prepare a report on “Customer
Satisfaction of City Bank”, Uttara Model Town Branch. Therefore it will be extremely
helpful if you kindly answer the following questions based on your own perception,
experience and insight. I assure you that information will gather only for study purpose and I
will not share this information with any other individual and institution.

Background information of the respondents:

Name :

Gender : Male Female

Age : 18-17 Years 28-37 Years 38-47 Years 48-57 Years

Profession Student Govt. Employee Private Employee

Business Housewife Other _____________

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1. Limited

 Strongly Disagree
 Disagree
 Moderate
 Agree
 Strongly Agree

2. City Bank Ltd. products are very competitive and value for money
 Strongly Disagree
 Disagree
 Moderate
 Agree Strongly
 Agree

3. The products offered by the City Bank Ltd. can benefit everyone
 Strongly Disagree
 Disagree
 Moderate
 Agree
 Strongly Agree

4. The products to open an account with the bank is convenient

 Strongly Disagree
 Disagree
 Moderate
 Agree
 Strongly Agree

5. The minimum account limit is not high and easy to maintain.

 Strongly Disagree
 Disagree
 Moderate
 Agree
 Strongly Agree

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6. City Bank Ltd. offer competitive service charges
 Strongly Disagree
 Disagree
 Moderate
 Agree
 Strongly Agree

7. You were given enough information about your account regularly

 Strongly Disagree
 Disagree
 Moderate
 Agree
 Strongly Agree

8. You are satisfied with City Bank Ltd.. online deposit system
 Strongly Disagree
 Disagree
 Moderate
 Agree
 Strongly Agree

9. City Bank Ltd. reacts and responds immediately to any complaints made by the
customers
 Strongly Disagree
 Disagree
 Moderate
 Agree
 Strongly Agree

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10. City Bank Ltd. staff provides good customers services and they are well versed with
all the products and services offered
 Strongly Disagree
 Disagree
 Moderate
 Agree
 Strongly Agree

11. You Always get promote service whenever you the branch and you do not have to
with too long for your turn to do the transaction at the counter
 Strongly Disagree
 Disagree
 Moderate
 Agree
 Strongly Agree

12. City Bank Ltd. ladies branch uttara is in suitable location to attract the customers
 Strongly Disagree
 Disagree
 Moderate
 Agree
 Strongly Agree

13. You will prefer City Bank Ltd. over other Bank
 Strongly Disagree
 Disagree
 Moderate
 Agree
 Strongly Agree

14. You feel about overall service quality of City Bank Ltd. is excellent
 Strongly Disagree
 Disagree
 Moderate
 Agree
 Strongly Agree

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