Executive Summary

The Bank is committed to be the most admired financial institution in the country, recognized as a
dynamic, innovative and client focused company, which offers an array of products and services in
the search for excellence and to create an impressive economic value.

MTBL tries to introduce international standard products and services to attract the customers.
And upgrade their satisfaction level. According to my observation and understanding, it is very
difficult on my part to introduce the customer satisfaction procedure in our country in this short
period of time. The MTBL is trying to do so with their prescheduled programs and procedures to
attract and satisfying wide range of customers by providing them quality services in terms of their
personal satisfaction and needs. They have various offers and programs to their customers with
attractive packages. MTBL Progoti Sarani Branch is successful to satisfy their customers
through updated services. In my survey I found that most of the customers are satisfied by the
services.

Although they are doing a good job but according to my perception they need to give little
emphasis on some area. I express my observation and personal experience towards the bank. I
made necessary recommendations to be adjusted to maintain the organizations journey to the
excellence according to my viewpoint. The bank needs to give little emphasis on time slots for
each customer, expand the number of branches and ATM booths.

In this research my findings fulfill my objectives. To summarize the whole situation, I would like
to say that, this branch of MTBL is able to satisfy most of their customers and putting a lot of
efforts to standardize the banking system in our country. In short, this report mainly focuses on
measuring the customer satisfaction level of this branch . This reports also deals with customer
needs and wants in terms of their personal views. Finally, it is shown that most of the customers
of MTBL Progoti Sarani Branch are satisfied and they are likely recommend this branch to their
relatives or friends.

1
 Chapter 1
Introduction

1.1 Introduction

A bank is a financial organization that deals in money and credit. It connects customers that have
capital deficits to customers with surpluses. It is a financial intermediary accepting deposits and
granting loans, offers the widest range of services of any financial institution and in return receives
payment from them. Banks are different from others businesses as Banks do not sell goods to the
customers but sell financial services.

Any person or corporate body may become a customer by opening a deposit account or by
negotiating an advance on current or loan account. This definition also implies that the legal
relationship of a banker and a customer begins as soon as an account is opened.

Customer Satisfaction, a business term, is a measure of how products and services supplied by a
company meet or surpass customer expectation. It is seen as key performance indicator within
business. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation
of the state of satisfaction will vary from person to person and service to service. The state of
satisfaction depends on a number of both psychological and physical variables.

Customer satisfaction refers to the extent to which customers are happy and satisfied with the
products and services provided by an organization. Consumer satisfaction is important because
when a customer is happy with a service or goods provider, they are most likely to be loyal and to
make repeat orders and to use a wide range of services offered by an organization. This will boost
business.

Developing a customer satisfaction program is not just about carrying out a survey.
Surveys provide the reading that shows where attention is required but in many respects, this is the
easy part. Very often, major long lastingimprovements need a fundamental transformation in
 the organization, probably involving training of the staff, possibly involving cultural change. The
result should be financially beneficial with less customer churn, higher market shares,
premium prices, stronger brands and reputation, and happier staff. However, there is a price to pay f
or these improvements. Costs will be incurred in the research surveys are made. Time will be spent
working out an action plan and in implementation of development process. Training may well be
required to improve the customer service. The implications of customer satisfaction surveys go far
beyond the survey itself and will only be successful if fully supported by the echelons of senior
management

2
1.2Objective of the report

□ Know the ability of employees to perform promised service dependently  and

accurately.
□ Know to what level the customers are assured by competence, courtesy, credibility andse
curity by the bank and its employees.
□ Measure to what extent the tangible appearances are  satisfying customers.
□ Evaluate customers’ satisfaction in getting convenient banking hour, care &
individual attention.
□ Assess willingness of employees to help customers & to provide prompt
service.
□ Compute the overall satisfaction level of the  customers.

1.3 Scope of the report

The report deals with measuring the satisfaction level of the customers of Mutual Trust
Bank Limited Progoti Sarani Branch, Dhaka. These customers are the people who have account
inthis branch. The total population is not covered here. It is based on sample survey. Thus, the
satisfaction level of the entire customers of MTBL Bank or any other branch of the bank is not
measured here and these will not be a part of the report. The study was conducted from 19 th of
September, 2013 to 19th of Dec, 2013.

This report is the outcome of my practical knowledge during internship period at Mutual Trust
Bank Ltd. Progoti Sarani Branch. The study covered in banking areas are:

□ General Banking Department (Account Opening, Accounts, Remittance)

□ Credit Department (Loans)
□ Foreign Exchange Department (Import, Export, Remittance)

1.4 Methodology of the study

 Although there were so many limitations, it was tried to use both the primary and
secondary sources of collecting information to make the report presentable with as less
abstraction as possible.
 

A. Primary data

3
 □ Face to face conversation with the respondents (customers) of the branch.
□ Informal conversation with the clients.
□ Deskwork in different section/departments of the branch.
□ Relevant files and documents as provided by the concerned officers.

B.  Secondary data

□ Annual Report of the bank.

□ Various books
□ Articles and manuals
□ Website of the bank
□ Website surfing.

1.5 Analysis Procedures

For preparing this research paper a questionnaire has been prepared and a total of 30 customers to
be interviewed from MTBL Progoti Sarani branch, a systematic random sampling method are to be
used. Among those whoever falls under the criteria of holding an account & visiting the branch at
least once every month are interviewed. There are many procedures like mean, standard deviation,
T-test, ANOVA test. But we have used these-

 Mean

 Hypothesis

 Percentage from pie chart

 Independent sample T-test.

1.6 Limitations
All situations or people were in favor of me. But in some cases I face some problem on account of
some limitations. The limitations I had faced during preparation of research paper are-

 Confidentiality of data was another important barrier that was faced during the conduct of
this study. Every organization has their own secrecy that it not revealed to others. While

4
 collecting data on Mutual Trust Bank Progoti Sarani Branch, personnel did not disclose
enough information for the sake of confidentiality of the organization.
 Rush hours and business was another reason that acts as an obstacle while gathering data.
 The findings of the survey are based on customers’ response of Mutual Trust Bank
services located in Progoti Sarani. The results may not reflect the same for other branches of
Mutual Trust Bank Limited.
 The sample size does not represent the total population
  Limitation of the Personal knowledge is another one. Since knowledge knows know
bound, so this report is incapable to present all things with more depth.
 As time frame was short and the whole study was conducted by one person there is
chance of having error in any stage of data collection, data entry, data organizing, data
sorting, data testing, data presentation, interpretation of result, etc.

Chapter 2
Company overview

5
 2.1 A HISTORICAL VIEW OF BANKING SYSTEM IN BANGLADESH

Bangladesh inherited its banking structure from the British regime and had 44 banks and other
financial institutions before the partition of India in 1947.

The Dhaka bank established in 1806 as the first commercial bank in the Bangladesh region of
British India. Bengal bank the first British- patronized modern bank established in India in 1784
had opened its two branches in 1873 in Sirajgonj and Chittagong of Bangladesh region. Later in
1862, the Bengal bank purchased the Dhaka bank and opened its first branch in Dhaka in the same
year by reconstituting and merging the Dhaka bank. Thereafter, another branch of Bengal bank was
opened in Chandpur in 1900 there were six other branches of Bangladesh Bank in operation in the
territory of Bangladesh until the partition of British India in 1947.

Following the emergence of Pakistan in 1947 state bank of Pakistan the central bank of the country
came into being in July 1948. Later the national Bank of Pakistan a strong commercial bank was set
up in 1949. In all 36 schedule commercial banks were in operation in the whole Pakistan until 1971.
Pakistanis owned most of these banks and only three of them namely, National Bank of Pakistan,
Habib Bank Ltd. and the Australia Bank Ltd. had one branch of each in East Pakistan in 1949.
During 1950-58 three other Pakistani owned banks Premier Bank Ltd., Bank of Bhowalpur Ltd. and
Muslim commercial bank had opened their branch in East Pakistan. East Pakistan had only to banks
owned by local business groups with headquarters in Dhaka. These were the Eastern Mercantile
bank Ltd. (presently Pubali Bank Ltd) and Eastern Banking corporation Ltd (presently Uttara Bank
Ltd) established in 1959 and 1965 respectively.

In the beginning of 1971, there were 1130 branches of 12 banks in operation in East Pakistan. The
foundation of independent banking system in Bangladesh was laid through the establishment of
Bangladesh Bank in 1972 by presidential order no – 127 of 1972 (which took effect on 16th
December, 1971). Though the order, the eastern branch of the former state bank of Pakistan at
Dhaka was renames the Bangladesh Banks a full fledged office of the central bank of Bangladesh
and the entire undertaking of the state bank of Pakistan in, and in relation to Bangladesh has been
delivered to the bank.

The Bangladesh Banks (Nationalization) order enacted in 1972 nationalized all banks except
foreign ones. Six nationalized Banks were formed through margin the exiting banks of that period.

6
The rate of growth and development of banking sector in the country was extremely slow until 1983
when the govt. allowed to establish private banks and started denationalization process. Initially, the
Uttara Bank in the same year and thereafter, the Pubali Bank, and the Rupali Bank in 1986.There
were no domestic private commercial banks in Bangladesh Until 1982 when the Arab- Bangladesh
Banks (AB Bank) commenced private commercial banking in the country. Five more commercial
banks came up in 1983 and initiated a moderate growth in banking financial institutions.

Banking structure in Bangladesh has under gone a rigid regulatory during the period 1972-83 which
was repression in nature. Throughout this period, the socioeconomic objective led NCBs suffered
an infirmity due to absence of competition, and also from both allocative and operational in
inefficiency.

In order to established and promote systematic stability and efficiency optimal competition and
enable the banks to safe guard themselves from fragility, the country banking structure has been
reorganized and is now governed under a gradually liberalized regulatory environment.

At present the Bank Company Act 1991 is the main law relating to regulation of banking in
Bangladesh. All legal requirements for establishment of banks and banking operation are
incorporated in this Act. One of the main objectives of recently initiated banking sector reform is to
open up the market for private sector banks and encourage competition. The ultimate objective is to
improve the quality of banking services through promoting operational managerial and fund mgt.

2.2 HISTORICAL BACKGROUND OF MUTUAL TRUST BANK LTD.

The financial institutions that support people at the time of necessary are bank. Bankers deal with
two sensitive things of the society, Men and Money. So Mutual Trust banks should be top quality in
all aspects of professional life to ensure highest service to its customers. This report represents
Progoti Sarani Branch of the Mutual Trust Bank Ltd. This report will give a clear idea about the
whole operational activities of the bank.

The Company was incorporated on September 29, 1999 under the Companies Act 1994 as a public
company limited by shares for carrying out all kinds of banking activities with Authorized Capital
of Tk. 38,00,000,000.00 divided into 38,000,000 ordinary shares of Tk.100 each.

7
The Company was also issued Certificate for Commencement of Business on the same day and was
granted license on October 05, 1999 by Bangladesh Bank under the Banking Companies Act 1991
and started its banking operation on October 24, 1999. As envisaged in the Memorandum of
Association and as licensed by Bangladesh Bank under the provisions of the Banking Companies
Act 1991, the Company started its banking operation and entitled to carry out the following types of
banking business:

(i) All types of commercial banking activities including Money Market operations.
(ii) Investment in Merchant Banking activities.
(iii) Investment in Company activities.
(iv) Financiers, Promoters, Capitalists etc.
(v) Financial Intermediary Services.
(vii) Any related Financial Services.

A group of established, Famous and recognized entrepreneur dedicated and pious personalities of
Bangladesh are the Chairman and directors of the bank. Among them, a recognized entrepreneur of
the country & business magnate with variegated experience Mr. Samson H. Chowdhury is the
founder chairman of the bank. His progressive leadership and continuous inspiration provided a
boost for the bank is getting a foothold in the financial market of Bangladesh.

The Company (Bank) operates through its Head Office at Dhaka and 72 branches and 5 SME
Service Centers. The Company/Bank carries out international business through a Global Network
of Foreign Correspondent Banks.

The Registered Office of the Bank:

MTB Centre,
26 Gulshan Avenue, Gulshan 1, Dhaka 1212
Phone : 880 (2) 882 6966, 882 2429,

Fax : 880 (2) 882 4303,

SWIFT-MTBL BD DH
E-mail: info@mutualtrustbank.com

8
2.3 VISION OF MUTUAL TRUST BANK LTD.

Mutual Trust Bank vision is the philosophy well known as MTB3V.

We envision MTB to be:

1) One of the best performing banks in the country.

2) The bank of choice and
3) A truly world class bank.

2. 4 MISSION OF MUTUAL TRUST BANK LTD.

To be the most admired financial institution in the country, recognized as a dynamic, innovative and
client focused company, which offers an array of products and services in the search for excellence
and to create an impressive economic value.

2.5 OBJECTIVES OF MUTUAL TRUST BANK LTD.

1 Offering quick and improved clientele service through application of modern information
technology. Bringing modern Banking facilities to the doorstep of general public through
diversification of Banking services, thereby arousing saving propensity among the people.
2 Playing an important role in the national progress by inculcating improved banking-
customer relationship, thereby bringing us closer and closer to them.
2. Ensuring highest possible dividend to the respect shareholders by making best use of their
equity.
3. Pursuing the policy of nurturing balance growth of bank in all sectors.
4. Consolidating our position in the competitive market by introducing innovative banking
products.

9
 5. Ensuring highest professional excellent for our work force through enhancement of their
work efficiency and technological knowledge.
6. Expanding the bank’s area of investment by taking part in syndicate large loan financing.
7. Upholding the image of the bank at home and abroad by pursing dynamic and time-befitting
banking activities.
8. Ensuring capital adequacy, asset quality, efficient management, highest profit and
satisfactory liquidity through successful implementation of the programmed for Marketing
Core Risk banking.

2.6 BUSINESS IDEOLOGY

Alongside providing best service to the clients, patronizing and taking part in social development
activities as well as making due contribution to growth of the national economy.

2.7 ORGANIZATION HIERARCHY OF MUTUAL TRUST BANK LIMITED

10
11
Dr. Arif Dowla Chairman

Mr. Rashed Ahmed Chowdhury Vice Chairman

Mr. Syed Manzur Elahi Founding Chairman

Mr. Md. Hedayetullah Director

Mr. Mohammed Abdur Rouf Director

Mr. Md. Abdul Malek Director

Mr. Md. Wakiluddin Director

Mrs. Khwaja Nargis Hossain Director

Mr. Anjan Chowdhury Director

Mr. Q.A.F.M Serajul Islam Director

Mr. Anis A. Khan Managing Director & CEO

2.8 Organogram of MTBL, Branch has been shown here:

In Charge/ manager (SVP)

12
 2nd Officer (AVP)

Cash In Charge Asst. Officer Deposit in Charge (PO) Acct Section (SO)
Clearing (PO)

Payment (Asst Receive Receive (JO) Deposit (JO) Deposit (SO)

O) (Asst O)

Loan & Advance

Payment (JO) Acc Opening (JO)

Foreign Exchange
Loan & Advance (PO) Loan & Advance (PO)

Remittance

Foreign Exchange Foreign Exchange

Asst Officer Officer

Remittance (PO) Remittance (PO)

13
2.9 PRESENT TRENDS OF THE BANK

BRANCHES OF MTBL

MTBL, which started its operation at Principal Branch on October 24, 1999, was the first branch of
this bank, located at the hub of the business center of Motijheel area also Principal branch
contributes largely to the profit of the Bank. This bank is operating throughout the country as well
as the age of the Bank is 11 years. During this period it has established total 37 branches & 5 SME
center over the country and made a smooth network inside the country as well as throughout the
world. The number of Branches as territory-wise is mentioned in the table.

1. Principal Branch 2. Panthapath Branch

WW Tower Chandrashila Suvastu Tower
(1st-3rd Floor) 69/1 Panthapath, Dhaka.
68, Motijheel C/A Tel : 861 3807, 8629887
Dhaka-1000 Fax : 862 4687
Tel : 711 3237-8, 7110930-1 Tlx: 632129 MTB PP BJ
Fax : 880-2-956 6181 E-mail: mtbpp@progetelbd.net
Tlx : 642543 EMTEB BJ
E-mail: mtbpb@bangla.net

3. Babu Bazar Branch 4. Agrabad Branch

Aman Court, 15, Armenian Street Akhtaruzzaman Centre,21-22, Agrabad C/A
Babu Bazar, Dhaka. Chaittagong
Tel :731 4821-2 Tel : 031-716 487, 813 287,
Fax : 731 6393 Fax : 031-721 091
E-mail: mtblbb@bangla.net
5. Sonargaon Branch 6. Uttara Model Town Branch
Khandker Plaza, Thana Road House No.4, 1Road No.07
Mograpara, Sonargaon. Sector 04, Uttara, Dhaka.
Tel : 027656347 Phone:8924379, 8951474
Fax : 027656347 Fax:8951474
E-Mail: sonargaon.br@mutualtrustbank.com E-Mail: mtblut@yahoo.com

7. Pragati Sarani Branch 8. CDA Avenue Branch

15/5, Progati Sarani, Dhaka-1229.
Tel : 8411804, 8410948, 8413082 Fax :
8411863
E-Mail: progati.br@mutualtrustbank.com
565/A, CDA Avenue (GEC Point)
East Nasirabad, Chittagong.
Tel : 031- 623 559, 625336
Fax : 880-31-623559
Email:mutualcdagec@spctnet.com

14
9. Sreenagar Branch 10. Pallabi Branch
Sreenagar Bazar 14/11, Pallabi, Mirpur-12, Dhaka
Sreenagar , Munshigonj Tel : 901 6273 , 805 5630
Tel : 06925 88222 E-mail: mtbplb@bangla.net

11. Dilkusha Branch 12. Khatunganj Branch

MNSN Tower 325 Asadganj Road, Chittagong
60 Dilkusha C/A Tel : 031-61 22 54 , 840718
Dhaka-1000 E-mail: mtblktg@gononet.com
Tel : 7171 301- 2 , 7170137
E-mail: mtbldil@bangla.net
12. Khatunganj Branch
325 Asadganj Road, Chittagong
Tel : 031-61 22 54 , 840718
E-mail: mtblktg@gononet.com

13. Dhanmondi Branch 14. Aman Bazar Branch

Green Taj Center Kamal Khan Plaza , Chikondandy
Plot # 81 New, Road # 8/A New Hathazari, Chittagong
1st Floor, Dhanmondi,Dhaka Tel : 031-681022
Tel : 815 5607, 8158334
E-mail: mtbldhan@bonline.org

15. Bashundhara City Branch 16. Chandra Branch

Bashundhara City Shopping Mall Dewan Plaza
Level-3, Block-A Chandra Polly Biddut
Panthapath, Dhaka. Kaliakoir, Gazipur,
Tel : 9124021, 9136113, 8122044 Tel : 06822-51968

17. Jubilee Road Branch 18. Nazirhat Branch

214 Jubilee Road M.M. Plaza, Fatikchari
Chittagong Chittagong.
Tel : 031-627533 Tel : 0821-4483498

19. Chakoria Branch 20. Pabna Branch

Shah Amanat Shopping Complex (1st Floor) Abdul Hamid Road
Chiringa, Chakoria Dilalpur, Pabna
Cox's Bazar Tel: 0174-567109
Tel: 0173-108693

21. Gulshan Branch 22. Sylhet Branch

House # 50, Road # 03 Sylhet City Center
Plot- SWH-7, South Avenue Zindabazar, Sylhet
Gulshan, Dhaka

15
23. Moulvi Bazar Branch
103, M. Saifur Rahman Road,
Moulvi Bazar, Sylhet
25. Fulbaria Branch
Annexco Tower
8, Phonix Road
Fulbaria, Dhaka.
Tel: 9559842
Fax: 880-2-9559867
27. Dholaikhal Branch
25 Jorpool Lane
Dholaikhal New Road
Dhaka.
Tel: 7172602, 7172363
29. Aganagar Branch
Babul Tower-2
Shahid Delowar Hossain Rd
East Aganagar, Dhaka
Phone: 7762226, 7762227
31. Narayangonj Branch
31, 31/1, Loyal Tank Road,
Tanbazar, Noor Mansion,
Narayangonj
33. Banani Branch
Rupsha Center
(Ground& 1st Floor)
House# 72, Road# 11
Block-D, Banani
Dhaka-1213
35. Gournadi Branch
Holding No- 3594
Mouja- Chor Ghatali
Gournadi, Barisal
37. Elephant Road Branch
235/5, Elephant Road,
Dhaka-1205
24. Savar Branch
United Super Market
Savar Bazar, Bus Stand
Savar.
Tel: 7741452, 7741453
26. Madaripur Branch
Howlader Harun Plaza
Main Road, Puran Bazar
Kotwali, Madaripur
Tel: 066162483
28. Raipur Branch
Gazi Complex
Thana : Raipur
Dist : Laxmipur
30. Joypurhat Branch
553 Main Road
Joypurhat Sadar
Joypurhat.
32. Rangpur Branch
Mostafa Super Market
Holding#1
Mouja: Radhabollov
Pourasava: Rangpur
Thana: Rangpur Sadar
34. Kushtia Branch
Eden Complex
169 (94/6 old) NS road
1st Floor, Thanapara, Kustia
36. Tongi Branch
United shoping complex
Hossain Market
Tongi, Gajipur
38. Feni Branch
Hazi Idris Plaza
612, Islampur Road,
16

39. Shanir Akhra Branch
Dhaka Shoping Complex
852- Zia Shorani, Shanir Akhra
Dhaka.
Phone: 02-7551169
41. Dhorkora Bazar Branch
Dhorkora Bazar
Chauddagram, Comilla,
Mobile: 01730080633
43. Rajshahi Branch
419, PARENTS PLAZA,
ALUPATTY, GHORAMARA,
RAJSHAHI-6100.
Phone: 88-0721-776203(DIRECT)
45. MTB Centre Corporate Branch
MTB Centre
26 Gulshan Avenue, Plot 5, Block SE(D),
Gulshan 1, Dhaka 1212
Phone: 880 2 881 8453, 8821472
47. Chawk Mughaltuli Branch
House # 93, Ward # 05,
Chawk Moghaltuli, Lalbag, Dhaka.
Phone +88 02 7318698 (DIRECT)
49. Gazipur Branch
Ahsania Complex, (1st floor),
Vogra Eastern Bypass, Gazipur.
Phone +88 02 9293305, +88 02 9293345
(DIRECT)
51. Comilla Branch
Rama Complex
416/379 Badurtola, Kanderpar, Comilla.
Phone +88 081-64556 (DIRECT)
53. Mymensingh Branch
23-24 Ananda Mohan Avenue
Boro Bazar, Feni.
Phone: 033161984
40. Bogra Branch
Amicus Centre
Mofij Paglar Moar,
416-418 Sutrapur Road,
Bogra.
Phone: 051-78109
42. Mohammadpur Branch
80/C Asad Avenue,
Mohammadpur,
Dhaka-1207.
Phone: 9128494 (Direct)
44. Alankar Mor Branch
D.T.Road, Abdul Ali Hat,
Alankar Mor, North Pahartali, Chittagong.
Phone:880-031-2772617(DIRECT)
46. Cox’s Bazar Branch
Green Valley Business Centre
01, Main Road, Cox's Bazar.
Phone +88 0341 52257 (DIRECT)
48. Jessore Branch
10 R N Road, (1st floor), Jessore.
Phone +88 0421 66161 (DIRECT)
50. Baridhara Branch
The Alliance Building
63, Pragati Sarani (Ground Floor),
Shahjadpur, Gulshan, Dhaka 1212.
Phone +88 02 8818666 (DIRECT)
52. Oxygen Mor Branch
Plasma Hospital Building
3692/E Oxygen Mor, Bayazid Bostami,
Chittagong 4210.
Phone +88 031 2583957 (DIRECT)
54. Habiganj Branch
Jamil Complex (1st Floor)
17
Bara Bazar, Mymensingh 2200. New Pourashava Road,
Phone +88 091 63909 (DIRECT) Shayestanagar, Habigonj.
Phone +88 0831 63193 (DIRECT)

55. Kerani Hat Branch 56. Tejgaon Branch

Hoque Tower Shopping Complex & MTB Square
Apartments (1st Floor), Kerani Hat, Satkania, 210/A/1 Tejgaon Industrial Area,
Chittagong. Tejgaon, Dhaka 1208.
Phone +88 03036 56670 (DIRECT) Phone +88 02 8817271 (DIRECT)

57. Thakurgaon Branch 58. Shahparan Gate Branch

IRS Tower Bangabandhu Sarak, Chowrasta, Janani Complex, Shah Paran Gate,
Thakurgaon. Khadim Nagar, Sylhet.
Phone +88 0561 61195 (DIRECT) Phone +88 0821 2871001 (DIRECT)

59. Karnaphuli EPZ Branch 60. Bashundhara Branch

Mohajan Golden Tower
Mohajan Ghata, North Patenga,
Chittagong 4204.
Phone +88 031 2502305 (DIRECT)
61. Shah Mokhdum Avenue Branch
House- 35, Sector- 12,
Shah Mokhdum Avenue, Uttara, Dhaka.
Phone +88 02 8952726 (DIRECT)
House- 236, Road- 2, Bloc- B,
Bashundhara R/A, Dhaka 1229.
Phone +88 02 8417821 (DIRECT)
62. Brahmanbaria Branch
T.A. Road, Brahmanbaria Sadar,
Brahmanbaria.
Phone +88 0851 61911 (DIRECT)

63. Kapasia Branch 64. Meghna Branch

Thanar More, Kapasia, Gazipur 1730. Meghna Industrial Park,
Phone +88 06824 52220 (DIRECT) Sonargaon, Narayanganj

65. Khilpara Branch 66. Kamrangir Char Branch

Hanufa Plaza Pannu Plaza
Khilpara Bazar, Khilpara, Chatkhil, Noakhali Rasulpur Main Road, Sultangonj, Ashrafabad,
Phone +88 01819048454. Kamrangirchar, Dhaka.
Phone +88 02 9673115 (DIRECT)

67. Kakrail Branch 68. Narayanganj BSCIC Branch

Iris Noorjehan, 104 Kakrail Road, A. Rahman Plaza,
Kakrail, Dhaka. Sasangaon, BSCIC Gate,
Phone +88 02 8300172 (DIRECT) Enayet Nagar, Fatullah,
Narayanganj.
Phone +88 02 7671062 (DIRECT)

69. Naogaon Branch 70. Gabindaganj Branch

Jolly Plaza, Main Road, Chalkdev, Kalpana Super Complex
Naogaon. Gobindaganj, Gaibandha.

18
Phone +88 0741 81251 (DIRECT) Phone: +88 05423 75186 (DIRECT)

71. Dinajpur Branch 72. Chittagong Medical College Branch

Modern Mor, Epic Divine,
Ganeshtola, Dinajpur. 19 Panchlaish, Chittagong.
Phone +88 0531 66530 (DIRECT) Phone +88 031 2558480 (DIRECT)

SME SERVICE CENTERS

1. Haidergonj SME Service Center 2. Dagon Bhuiyan SME Service Center

Gazi Super Market (1st floor), R B Plaza (1st Floor), 74-Dagoan Bhuiyan,
Haidergonj, Raipur, Feni.
Laxmipur.

3. Laksham SME Service Center 4. Noria SME Service Center

Laksham Private Hospital Bhaban, Mazi Plaza, Holding No: B-148
Holding no. 1739, Paschim Gaon, Thana- Noria, Dist: Shariyatpur
Laksham,
Comilla.

5. Kaliganj SME Service Center 6. Ramchandrapur Bazar SME Service

Kaliganj Bazar Gazipur Center
Ramchandrapur Bazar, Muradnagar, Comilla

7. Gaffargaon SME Service Center 8. Ishwardi SME Service Center

Ashraf Market (1st floor), Khondoker Market (1st floor),
Gafargaon Sadar, Gafargaon, Mymensingh Station Road, Ishwardi,
Pabna..

9. Belkuchi SME Service Center 10. Nazumeah Hat SME Service Center
Lokman Mension, Ward no-4, B#3 Seikh Market,
Wapda Road, Chala, Nazumeah Hat, Hat Hazari
Belkuchi, Sirajgonj. Chittagong.

11. Dhanbari SME Service Center 12. Hasnabad SME Service Center
Dhanbari New Market, Mofiz Uddin Mansion, Block D,
Dhanbari, Tangail. Container Port Road,, Hasnabad Housing,
South Keraniganj,
Dhaka 1310.

13. Syedpur SME Service Center 14. Serulia Bazar SME Service Center

19
Hazi Asab Ali market,Syedpur, Ismail Mansion, Sarulia Bazar,
Jagannathpur, Sunamganj Demra, Dhaka 1361.

2.10 Table-1: This table shows the Overall Performance of Mutual Trust Bank Limited of last five
years.
Year 2008 2009 2010 2011 2012
Authorized
capital 2450.00 2560.00 2780.00 2990.00 3240.00
1208.20
Paid up capital 1316.33 1519.59 1705.47 2038.70

Reserve Fund 3360.18 3445.99 3615.03 3868.79 4060.18

Deposits 47961.22 49973.39 52984.05 543520.87 57961.22
Loans 36475.74 37129.65 39020.21 42709.68 46475.74

Investment 7760.38 7874.17 8064.82 8239.38 8760.38

Import
business 62753.00 63028.3 65648.2 68458.5 72753.00
Export
Business 31,824.00 33,710.53 38,344.1 41,019.2 48,824.00

Gross Income 6644.40 6715.21 6902.52 7128.82 7544.40

Gross
Expenditure 4582.04 4777.22 4980.06 5351.19 5882.04

Profit-Before
Tax 2035.10 2484.21 2581.13 2858.73 3235.10
Profit-After
Tax 1238.11 1370.02 1571.67 1907.49 2438.11
Fixed Assets 1842.28 1995.35 2231.23 2627.29 3142.28

Total Assets 210134.65 216380.37 230242.61 732385.41 266324.65

20
Table: 1(a): This table shows the Overall Performance of Mutual Trust Bank Limited of last five
years:

Particulars 2008 2009 2010 2011 2012

Loan/Deposit 76.05% 79.83% 81.92% 81.06% 80.25%

ROA 4.29% 4.09% 4.22% 5.50% 5.29%

Book value per Share 378.12 360.68 441.36 406.50 455.60

Market value per Share 1494.00 1475.25 1746.50 1760.50 1994.00

Earning per Share 102.00 109.44 143.85 153.01 202.00

Dividend (In number) 55% 50% 80% 80% 85%

(Bonus (Bonus (Bonus (Bonus
(Bonus
share) share) share) share)
share)
Number of foreign 405 410 431 472 507
correspondents

Number of Employees 1432 1493 1587 1670 1776

Number of 10760 11491 12564 12840 13760

Shareholders

Number of Branches 36 49 62 75 86

2.11 MTBL Consumer Banking Products in details:

Brick By Brick Savings Scheme:         
 Brick by Brick is a unique monthly savings plan which builds up over the years and provides a
lump sum amount at maturity. The savings periods are 3, 5, 8 and 10 years. Monthly
installments are Tk. 250/=, 500/=, 1,000/=, 2,000/=, 5,000/= and thereafter in multiples of Tk.
500.

21
Monthly installment & Maturity Amount

Monthly installment 3 Years 5 Years 8 Years 10 Years

250/- 10,913.00 20,734.00 40,743.00 58,751.00

500/- 21,826.00 41,468.00 81,487.00 117,502.00
1,000/- 43,652.00 82,936.00 162,974.00 235,004.00
2,000/- 87,304.00 165,872.00 325,948.00 470,008.00

5,000/- 218,260.00 414,680.00 814,870.00 1,175,020.00

MTBL Monthly Benefit Plan:

This plan offers you to generate monthly income out of your deposit. It has been designed to
help and assist conscious savers from all strata of the society. The minimum deposit is Tk.
100,000/= or in multiples thereof. There is no upper limit and this plan is for a 1 (one) year &
after one year it will renewed automatically. You will require opening a savings/current account.
Monthly income will be credited to your account.

Sample Return Table shown below:

Monthly Benefit for Monthly Benefit for

Deposited Monthly Benefit TIN holder non TIN holder
Tenure
Amount (before tax) (deduction of 10% (deduction of 15%
source tax) source tax)

100,000.00 1 Year 1,000.00 900.00 850.00

200,000.00 1 Year 2,000.00 1,800.00 1,700.00
300,000.00 1 Year 3,000.00 2,700.00 2,550.00
400,000.00 1 Year 4,000.00 3,600.00 3,400.00
500,000.00 1 Year 5,000.00 4,500.00 4,250.00

MTBL Education Plan

This plan allows parents to save the money for 4/7/9/12 years which helps their children’s
education. The parent can deposit amount of tk. 1000 or multiples of tk. 1000 but not over tk.
20000. The interest rate is very lucrative and the Bank offers substantially more than the
prevailing savings rate.
Consumer Credit Scheme:

22
 In order to make a significant contribution in the living standards of the people of medium and
low income category, MTBL has introduced a scheme called “Consumer Credit Scheme”. With
a view to materialize the dreams of those who are unable to make one time investment from
their own savings, one can now afford to buy necessary household equipments and thus improve
the standard of living. All sorts of household durables e g. Television, Refrigerators, Computers,
Air Conditioners, Video Cameras, Washing/ Drying Machines and Furniture’s are allowed
under this scheme. One can buy Motorcycle too under this program.
MTBL’s Double Saver Plan
MTBL Double Saver Plan offers you a one time savings scheme, which will provide you double
the amount of your deposit after six (6) years. You will receive a handsome amount at maturity.
MTBL Millionaire Plan
A depositor will deposit a certain amount of money per month for a certain period of time and
after getting the maturity the depositor is entitled to receive 1 million taka. For example,

Monthly installment & Deposit:

Monthly installment Year Payable after the tenure (in BDT)

9,400.00 6
6,140.00 8
4,260.00 10
3,060.00 12
1,950.00 15
1,030.00 20

 
   Current Account
A Current Account is an account, which is generally used for business purpose. Clients enjoy
maximum flexibility with this account. It requires minimum amount of tk. 1500 t0 open an
account.
Savings Account
Savings account is a type of account, which offers the client a certain rate of interest. This rate
of interest is subject to some constraints. These constraints are:

23
Account can be used for only transaction purposes and not for business purposes. Clients can
draw a maximum number of two cheques per week; exceeding this number will forfeit the
interest for the month. If withdrawing amount is more than one fourth of the total deposit then
the client undergo a loss of profit for that specific month. Services that offered to this account
are almost similar to that of current account.
Short Term Deposit Account
The purpose of this account is clear from its very name. Short Term Deposit Account is a
mixture of flexibility and a return on deposit like savings account. This type of account holder
enjoys the privilege of both the current and savings account. The interest rate available to this
type of account holder is lower than that of the savings account. The short term deposits Interest
Rate is 7.0%
Fixed Deposit Account
Fixed deposit is one, which is repayable after the expiry of a predetermined period fixed `by
him. Any one in any time open fixed deposit account to deposit any amount. Its time period is 1,
2, 3,6,12, and above 24 month, this product is very much popular in banking arena for surplus
spending unit. Interest rate for 1 month is 7%, for 2 month 8% and for rest are 11.50%.

Different types of loans provided by MTBL

These are loans which have a specific term for repayment as specified in the loan agreement.
Example: Loan (General), Housing Loan, Car Loan, small Business Loan, Personal Loan, House
Building Loan etc.
Loan (General)
In case of loan general, the banker advances a lump sum for a certain period at an agreed rate of
interest. The entire amount is paid on an occasion either in cash or by credit in his/her current
account which he/she can draw at any time. The interest is charged for the full amount
sanctioned whether he/she withdraws the money from his/her account or not. The loan may be
repaid in monthly installments or at the expiry of a certain period.
Housing Loan
A large amount of money needed to construct a house or purchase an apartment. It is not
possible to of all people to construct a house by only own income sources. Especially this

24
problem largely faces by middle level and fixed income people. To solve this problem, MTBL’s
offer Housing Loan with easy repayment condition and less interest rate.
       Housing Loan Products of Mutual Trust Bank Limited:
a)      Flat purchase
b)      Own Construction
c)      House Extension
d)     Readymade house purchase

Car Loan:
For car loan borrower has to apply for the loan in prescribed bank application form. In the
application form borrower must mention which vehicle he wants to buy and what’s the quantity.
Borrower also has to provide detail price list of the vehicle, insurance paper for each vehicle,
possible repayment planning of the loan; list of collateral, list of hypothecation of securities and
other necessary papers depends on clients and number of vehicles. After getting all necessary
papers and field inspection branch makes a proposal for the loan and sends it to the head office.
Head Officers then again checks the necessary papers and do the field inspection. After
inspection if Head Office thinks that for sanction of the loan they need more papers and
securities, borrower has to provide those papers. Branches usually do not have any authority to
sanction any amount of loan amount branch only disburse the amount and do the regular
monitoring whether the vehicle is purchased, is they quotation match with the real one, vehicle
is in the route and more importantly borrower is repaying the installment regularly.
Small Business Loan Scheme:
Small businessman take place large portion in our country. More of them are honest, energetic
and hardy. In the absence of sufficient capital more of them cannot manage their business
properly. They have not sufficient asset to make a security against loan, as a result they are
failure to take a loan from bank or other financial assistance institution. If a loan give to them
with easy terms and condition then this energetic small businessman not only manage and
increase their business properly but also they take important role in development of our country.
To meet up this purpose, MTBL start Small Business Loan scheme.

25
Personal Loan scheme
Fixed income employee’s of various firm or company need urgently financial assistance for the
following purpose-
 Marriage purpose
 Education purpose
 Advance Against Salary
 Education Loan
 Travel Loan
Especially meet up this financing by own income source is very difficult for middle class
people. To solving these problems MTBL introduce Personal Loan Scheme for Salaried person.

26
 Chapter 3
Findings & Analysis

3.1 Frequencies of Individual Items

My target is MTBL at Progoti Sarani Branch. In this branch, 45.2% customers are satisfied, 41.9%
are highly satisfied,9.7%are neutral about the Bank’s Atmosphere.

Service 1. Bank Atmosphere

Cumulative
Frequency Percent Valid Percent Percent

Valid Neutral 3 9.7 10.0 10.0

Satisfied 14 45.2 46.7 56.7

Highly Satisfied 13 41.9 43.3 100.0

Total 30 96.8 100.0

Missing System 1 3.2

Total 31 100.0

In this branch most of the customers (61.3%) are satisfied by employee behavior, 19.45are highly
satisfied and 16.1% are neutral about employee behavior.
Service 2. Employee behavior

Cumulative
Frequency Percent Valid Percent Percent

Valid Neutral 5 16.1 16.7 16.7

Satisfied 19 61.3 63.3 80.0

Highly Satisfied 6 19.4 20.0 100.0

Total 30 96.8 100.0

Missing System 1 3.2

Total 31 100.0

27
In this branch most of the customers (51.6%) are highly satisfied, 25.8% are
satisfied and 9.7% are neutral about online banking service.
Service 3. Online banking

Cumulative
Frequency Percent Valid Percent Percent

Valid Neutral 3 9.7 11.1 11.1

satisfied 8 25.8 29.6 40.7

Highly Satisfied 16 51.6 59.3 100.0

Total 27 87.1 100.0

Missing System 4 12.9

Total 31 100.0

In this branch 48.4% customers are satisfied by cash transaction service, 29% says neutral, 9.7% are
highly satisfied, 3.2% are highly dissatisfied and 3.2% are dissatisfied towards cash transaction
service.
Service 7. Cash transaction

Cumulative
Frequency Percent Valid Percent Percent

Valid Highly Dissatisfied 1 3.2 3.4 3.4

Dissatisfied 1 3.2 3.4 6.9

Neutral 9 29.0 31.0 37.9

Satisfied 15 48.4 51.7 89.7

In this branch
Highly Satisfied 3 9.7 10.3 100.0
25.8%
Total 29 93.5 100.0
customers says
Missing System 2 6.5
ATM service is
Total 31 100.0
neutral, 19.4%
are dissatisfied,16.1% are highly satisfied and 12.9% are satisfied.

28
 Service 11. ATM service

Frequency Percent Valid Percent Cumulative Percent

Valid Dissatisfied 6 19.4 26.1 26.1

Neutral 8 25.8 34.8 60.9

Satisfied 4 12.9 17.4 78.3

Highly Satisfied 5 16.1 21.7 100.0

Total 23 74.2 100.0

Missing System 8 25.8

Total 31 100.0

In this branch most of the customers (74.2%) customers says, it takes 10-15 min to avail the service,
16.1% says 1-5 min and 6.5% says longer than 15 min.

How long did it take to avail the service?

Frequency Percent Valid Percent Cumulative Percent

Valid 1-5min 5 16.1 16.7 16.7

10-15min 23 74.2 76.7 93.3

Longer than 15min 2 6.5 6.7 100.0

Total 30 96.8 100.0

Missing System 1 3.2

Total 31 100.0

29
Most of the customers (80.6%) says it takes 10-15 min to open an account, 12.9% says longer
than 15min and 3.2% says 1-5min.

How long did it take to open an account?

Frequency Percent Valid Percent Cumulative Percent

Valid 1-5min 1 3.2 3.3 3.3

10-15min 25 80.6 83.3 86.7

Longer than 15min 4 12.9 13.3 100.0

Total 30 96.8 100.0

Missing System 1 3.2

Total 31 100.0

In this branch most of the customers (74.2%) says they will likely recommend MTBL to a friend
or relative, 22.6% says very likely.
How likely it is that you would recommend MTBL to a friend or relative?

Frequency Percent Valid Percent Cumulative Percent

Valid Likely 23 74.2 76.7 76.7

Very Likely 7 22.6 23.3 100.0

Total 30 96.8 100.0

Missing System 1 3.2

Total 31 100.0

30
3.2 Hypothesis-test of individual Items
The calculated statistics shows that the significance two tailed value is .000 which is less than .05
and it is within the rejected region. So the null hypothesis should be rejected and alternative
hypothesis should be accepted. So we may conclude that bank’s facilities are updated.
One-Sample Statistics

N Mean Std. Deviation Std. Error Mean

Facilities are updated 30 4.1000 .54772 .10000

One-Sample Test

Test Value = 2

95% Confidence Interval of the

Difference

t Df Sig. (2-tailed) Mean Difference Lower Upper

Facilities are updated 21.000 29 .000 2.10000 1.8955 2.3045

The calculated statistics shows that the significance two tailed value is .000 which is less than .05
and it is within the rejected region. So the null hypothesis should be rejected and alternative
hypothesis should be accepted. So we may conclude that employees provide fast and efficient
service.

One-Sample Statistics

N Mean Std. Deviation Std. Error Mean

30 4.1333 .43417 .07927

One-Sample Test

Test Value = 2

95% Confidence Interval of the

Difference

T Df Sig. (2-tailed) Mean Difference Lower Upper

Employees provide fast and 26.913 29 .000 2.13333 1.9712 2.2955

efficient service

31
The calculated statistics shows that the significance two tailed value is .000 which is less than .05 and it
is within the rejected region. So the null hypothesis should be rejected and alternative hypothesis should
be accepted. So we may conclude that employees are well-mannered.

One-Sample Statistics

N Mean Std. Deviation Std. Error Mean

Employees are well-mannered 30 4.1000 .30513 .05571

One-Sample Test

Test Value = 2

95% Confidence Interval of the

Difference

t Df Sig. (2-tailed) Mean Difference Lower Upper

Employees are well- 37.696 29 .000 2.10000 1.9861 2.2139

mannered

The calculated statistics shows that the significance two tailed value is .000 which is less than .05 and it is
within the rejected region. So the null hypothesis should be rejected and alternative hypothesis should be
accepted. So we may conclude that the quality of the branch staff is good.
One-Sample Statistics

N Mean Std. Deviation Std. Error Mean

The quality of the branch staff 30 4.0333 .55605 .10152

is good

One-Sample Test

Test Value = 2

95% Confidence Interval of the

Difference

t Df Sig. (2-tailed) Mean Difference Lower Upper

The quality of the branch 20.029 29 .000 2.03333 1.8257 2.2410

staff is good

32
The calculated statistics shows that the significance two tailed value is .000 which is less than .05
and it is within the rejected region. So the null hypothesis should be rejected and alternative
hypothesis should be accepted. So we may conclude banks overall service is good.

One-Sample Statistics

N Mean Std. Deviation Std. Error Mean

Banks overall service is good 30 4.2000 .48423 .08841

One-Sample Test

Test Value = 2

95% Confidence Interval of the

Difference

t Df Sig. (2-tailed) Mean Difference Lower Upper

Banks overall service is good 24.884 29 .000 2.20000 2.0192 2.3808

3.3Charts of Individual Items

33
In this graph, we see that 45.2% customers are satisfied, 41.9% are highly satisfied, and 9.7 % are
neutral about the Bank’s Atmosphere. MTBL maintain international standard bank atmosphere and
customers are satisfied with this.

34
In this graph we see that most of the customers (61.3%) are satisfied by employee behavior,
19.45are highly satisfied and 16.1% are neutral about employee behavior. Employee behavior is an
important factor for customer satisfaction, though 16.1% are neutral but rests are satisfied with
employee behavior. So we can say that most of the customers are satisfied by employee behavior.

35
In this graph we see that 25.8% customers say ATM service is neutral, 19.4% are dissatisfied, 16.1
% are highly satisfied and 12.9% are satisfied. Customer’s common accuse is that there is a small
number of ATM booths, that’s why they have to suffer a lot.

36
Here this graph shows the time it takes to avail the service. In this graph we see that most of the
customers (74.2%) customers says, it takes 10-15 min to avail the service, 16.1% says 1-5 min and
6.5% says longer than 15 min. The customer’s common accuse is the time it takes to avail the
service (10-15min).

37
In this graph we see that, most of the customers (74.2%) say they will likely recommend MTBL to
a friend or relative, 22.6% says they will very likely recommend to a friend or relative. Most of the
customers are satisfied with the overall service of MTBL (Progoti Sarani) branch, that’s why they
are likely want to recommend MTBL ( Progoti Sarani) branch to a friend or relative.

38
 Recommendations and Conclusions

Recommendations:

It was an interested experience to do internship in Mutual Trust Bank Limited (Progoti Sarani
Branch). The staff was highly cooperated and due to their help I learned big deal about
modern banking. I suggest that such an internship program highly integrative for the students
of business administration so that the students should be enquired with the knowledge of practice
world .I do summarize that it would be a great help to me in selection of job or future field of work.
It is very difficult for me to recommend with a practical experience of just almost 3 months.
Although most of the customers are satisfied though on the basis of interviews, study and
observation I would like to put some suggestions, which will enable the bank to compete with other
banks and enable the bank to satisfied customers more efficiently . The suggestions are-

□ Maintenance of Time Slots for Each Customer to Serve: While employees deal with
customers they can maintain standard time or time slots for each customer they
handle and for each work they do. This consciousness will help to perform works quickly
and to serve more customers.

□ Setup New Electronic Calling Machine for Cash Counter: Most of the time there is a
rush in the cash counter. To manage proper queue and to manage this rush properly setting
up of new Electronic Calling Machine can be effective. The existing machine sometimes
does not work properly.

□ New products: Mutual Trust Bank does not have a huge product line. They add more
products and services and grab other markets also. Often customers ask for Islamic Shari’ah
based services. If the bank introduce this product than it can grab more customers.

□ Use of Marketing Research: The management of Mutual Trust Bank should regularly

administer marketing research activities in order to keep a regular track of satisfaction
levels. Regular research should also be conducted to find out customer expectations about
various service aspects. As customer expectations and satisfaction are not static figures,
regular research at sufficient intervals should be conducted.

39
 □ Launching ATM booths: ATM card is not an extra service in the present time but a
requirement for any bank. Mutual Trust Bank has lacking in this sector. They have very few
number of ATM booths. I have included this question in my questionnaire and in my
analysis I found that customers are not satisfied with booths and they demand more ATM,
and many account holders does not apply for card because ATM booths are not available.

Conclusions:

During the three month internship program in MTBL Progoti Sarani Branch almost all
the desk have been observed more or less. This internship program, in first, has been
arranged for gaining knowledge of practical banking and to compare this practical
knowledge with theoretical knowledge. All departments and sections are not covered in the
internship program; so it is not possible to go to the depth of each activities of
branch because of time limitation.
However, highest effort has been given to achieve the objectives of the internship program.
Mutual Trust Bank Limited (MTBL) is one of the best banks in respect of service,
profitability and strength among the private commercial banks; in our country and also to
play a catalyst role in the formation of capital market. Mutual Trust Bank Ltd bears a unique
history of its own. The bank has set up a new standard in financing in the Industrial, Trade
and Foreign Exchange Business. Its various deposit and credit products have also attracted
the clients both corporate and individuals who feel comfort in doing business with the bank.
Mutual Trust Bank Limited (MTBL) is now been called a modern bank that undertakes all its
operations at an international standard. Over the years, MTBL has built itself as one of the
pillars of Bangladesh’s financial sector and is playing a pivotal role in extending the role of
the private sector of the economy. Most of the customers of MTBL Progoti Sarani Branch
are satisfied with the services as GB, Credit section, Foreign Exchange which they provide.

The Bank is committed to be the most admired financial institution in the country,
recognized as a dynamic, innovative and client focused company, which offers an array of
products and services in the search for excellence and to create an impressive economic
value.

40
 Appendix
Appendix I
Questionnaire for survey

“Measuring Customer Satisfaction: A Study on Mutual Trust Bank

Ltd. (Progoti Sarani Branch)”
Questionnaire
The objectives of the research are to investigate and evaluate customer satisfactory
level towards the services of MTBL (Progoti Sarani Branch).

Note –

 Please be as specific as possible in your answers.

 Please tick the circle whenever applicable.
 The information will be used for academic research purpose. So you are
assured that all the information derived here, will be reticent off the record.

Respondent Name:

Age: Education: Profession:

Gender: □ Male □ Female

Cell No: Account No:

Following are the service you received from the customer service
representatives. The services are made of rating scale of 5 places; you are to tick
the rectangle that describes your opinion-

Service Highly Dissatisfied Neutral Satisfied Highly

Dissatisfied Satisfied

1 2 3 4 5

41
Bank atmosphere

Employee behavior

Trustworthiness

Online banking

i-banking

Interest rate

Loans

Cash transaction

Credit/Debit card

Bill payment

SMS banking

ATM services

How long did it take to avail the service?

□1– 5min □10 – 15min □ Longer than 15 min

How long did it take to open an account?

□1– 5min □10 – 15min □ Longer than 15 min

The following statements are some underlying assumptions regarding with the
service system. The statements are made of rating scale of 5 places; you are to
tick the rectangle that describes your opinion-

Statements Strongly Disagree Not sure Agree Strongly

Disagree Agree

1 2 3 4 5

Facilities are updated

42
 Employees provide fast and
efficient service

Employees are well-mannered

The quality of the branch staff

is good

Banks overall service is good

How likely it is that you would recommend MTBL to a friend or relative? 

□ Very Unlikely   □ Unlikely □ Not Sure   □ Likely   □ Very Likely 

Signature:

Thank you very much for your participation in this study

43