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An Overview of the National Bank Limited

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An Overview of the National Bank Limited University of Information Technology & Sciences (UITS) FINAL DRAFT INTERNSHIP REPORT ON “CUSTOMER SATISFACTION OF NATIONAL BANK LIMITED” An Internship Report Presented to the Faculty of Business Administration in Partial Fulfillment of the Requirements for the Degree of Bachelor of Business Administration Supervised By: Mr. A.K.M KAMRUL HAQUE Submitted By; HOSSAIN SANJIDA ID #07-09267-3 Major: Marketing Date of Submission: FINAL DRAFT INTERNSHIP REPORT ON “CUSTOMER SATISFACTION OF NATIONAL BANK LIMITED” University of Information Technology & Sciences August 17, 2011 To Faculty School of Business AIUB Banani, Dhaka. Sub: Submission of Report. Sir, I am glad to meet the deadline to submit our project report. Here I have tried to show a vivid picture of customer service of National Bank Limited. I tried to enrich the project paper with whatever knowledge I had from the perspective of our course. De facto, while doing the project I found similarities with our study materials that made us understand the course contents very clearly and we enjoy a lot, doing the report. Please find the concerned report attached to this letter. If you have any kind of inquiry regarding my work, I would highly appreciate if you feel free to address me. Sincerely Letter of Endorsement The Internship Report entitled “Customer Satisfaction of National Bank Limited” has been submitted to the Office of Placement & Alumni, in partial fulfillment of the requirements for the degree of Bachelor of Business Administration, Major in Marketing, Faculty of Business Administration on 17 August 2011 by Hossain Sanjida ID # 07-09267-3. The report has been accepted and may be presented to the Internship Defense Committee for evaluation. (Any opinions, suggestions made in this report are entirely that of the author of the report. The University does not condone nor reject any of these opinions or suggestions). ______________________ Mr. A.K.M Kamrul Haque Assistant Professor Acknowledgement First of all I am grateful to Almighty Allah for enabling me to work on this report and for making the circumstances favorable to accomplish my task. I also wish to thank our honorable faculty Mr. A.K.M Kamrul Hauqe for assigning me the project and for all his kind support to accomplish it. The project intends to develop a report on the Customer satisfaction of National Bank Limited. I also wish to thank and give the due respect to my family and friends for their cordial support and help they offered through out the process of preparing the whole report. Especially i want thank those person who were my respondent. They gave their valuable time and suggestion. Also some of the very cordials officers of National Bank helped a lot to prepare this report. I want to give thank to all these persons. Executive Summary In this report I have tried to discuss and define all of the major activities related with the understanding of customer’s perception and attitude regarding the performance of the customer Service department in a bank. In this report I have chosen to evaluate the level of Customer Satisfaction at National Bank Limited, Banani Branch. The key purpose of the report has been to generate a particle understanding of the level of Customer Satisfaction in National Bank Limited, Banani Branch. Customer Satisfaction is an important aspect for any business organization. By measuring the level of customer satisfaction I am able to understand their overall concept regarding National Bank Limited, Banani Branch. The customer satisfaction level needs to be given priority in order to have an overall benefit of future sales. By evaluating the data NBL can take a fresh approach into their customer service department and act accordingly. I had to work hard in order to complete the research work. It has very difficult for me sometimes but I have given my level best in order to create a descent report. I have tried to put in a rigorous and firm effort in order to analyze and evaluate the data, which had been obtained from the survey questionnaires. TABLE OF CONTENT PART 1 1.1 Introduction 1.2 Banking Sector of Bangladesh 1.3 An overview of National Bank Limited 1.4 Mission & Vision 1.5 Commitments 1.6 Objectives Of NBL 1.7 Motto 1.8 Core values 1.9 Workforce 1.10 Management system 1.11 Correspondent relationship 1.12 Board of directors 1.13 Department of National Bank Limited 1.14 Existing branches 1.15 Organizations structure 1.16 Customer service 1.17 Customer service in banking business 1.18 Customer service in National bank Ltd. 1.19 Corporate financial services of (NBL) 1.20 Corporate banking service 1.21 Institutional banking 1.22 Commercial banking 1.23 Quasi-government banking 1.24 Personal banking service 1.25 NBL monthly saving scheme (NMS) 1.26 NBL deposit scheme (DPS) 1.27 Swift service 1.28 Bills and clearing department 1.29 Branch banking 1.30 National bank credit card 1.31 Secured overdraft 1.32 Loans and advanced 1.33 Safe deposit lockers 1.34 Private foreign currency accounts 1.35 Utility bill payments 1.36 International trade & foreign exchange 1.37 Lease finance 1.38 Capital market services 1.39 SWOT analysis 1.40 Strength of national bank Ltd (NBL) 1.41 Weaknesses of the national bank Ltd (NBL) 1.42 Opportunities of National bank Ltd (NBL) 1.43 Threats of National bank Ltd (NBL) Part 2 Introduction to the study 1.44 Rational of the study 1.45 Statement of the study 1.46 Scope and delimitation of the study 1.47 Objectives of the report 1.48 Methodology 1.49 Limitation of the report 1.50 Customer satisfaction of analysis 1.51 Findings of the study 1.52 Recommendation 1.53 Conclusion 1.54 Reference Introduction: Banking is one of the most competitive industries of Bangladesh that has seen a huge amount of growth during the last decade. A large number of new banks have made their places in the industry and yet there are more to register in the list. In this modern era of business, banking activities have speared out in many areas like merchant banking, share trading, giving lease and so on. In such a highly competitive service industry, the importance of customer satisfaction cannot be de-emphasized. National Bank Limited is one of the most renowned private commercial bank in Bangladesh. During a short span of time the bank has been able to establish a good image in the banking sector and has become a house hold name in the country due to several customers- friendly deposit and loan scheme. I am doing my internship in National Bank Limited with rotation on different desks which includes accounts opening, general banking, retail banking, clearing, remittance, loans and advanced etc. in this report the “The Customer Satisfaction on different services of National Bank Limited.” I will focus on various aspects of this bank. Since they are standing at good position among the private banks, their financial position, market share, marketing mechanisms, overall strength and weakness, objectives, goals will be cross examined for analyzing the fact that how they were and how they will be in future. Various types of analysis will help us to understand the comparative position and a transparent picture of this bank that will help us to draw any comment at a glance. As I am directly in touch with customers, the report will deal with the service quality and customer satisfaction of National Bank Limited. A survey will be conducted on the customers of National Bank Limited. The objective of this report will be to determine to how well National Bank Limited is satisfying the customers on different service grounds. Various important issues of customer satisfaction will be presented in light of the findings of the survey. Lastly the findings will be examined to prescribe a set of specific recommendations to improve the overall service quality according to customers expectations and also to solve the existing problems in the whole organizational level. The Banking Sectors of Bangladesh: Bangladesh bank (BB) has been working as the central bank since the country’s independence. Its prime jobs include issues of currency, maintaining foreign exchange reserve and providing transaction facilities of all public monetary matters. BB is also responsible for planning the Government’s monetary policy and implementing it thereby. The number of banks in all now stands at 49 in Bangladesh. Out of the 49 banks, four are Nationalized commercial bank (NCBs), 28 local private commercial banks, 12 foreign banks, and the rest five are development Financial institutions (DFIs). Sonali bank is the largest among the NCBs while Pubali is leading in the private once. Among the 12 foreign banks, Standard Chartered has become the largest in the country. Besides the scheduled banks, Samabai (corporative) bank, Ansar- VDP bank, Karmasansthan (employment) bank and Grameen bank are functioning in the financial sector. Bangladesh bank (BB) regulates and supervises the acitivities of all banks. The BB is now carrying out a reform program to ensure quality services by the banks. The list of banks doing their operation in Bangladesh are- Nationalized Commercial Banks (NCBs) Name Telephone 1.Sonali Bank 9550426-34, 8614588 2. Janata Bank 9560072-80, 9560042-43 3. Agrani Bank 9566153-54, 9566160-69, 9555179-80 4. Rupali Bank 9551624-25, 9554122, 9552183-4 Private Commercial banks (PBCs) 1. Pubali bank 9569050-2, 9551614-7 2. Uttara Bank 9566067-9, 9551162-63, 9565732 3. National Bank 9563081-5, 9561201 4. The City bank Limited 9565925-34 5. United Commercial Bank Limited. 9560585 6.Arab Bangladesh bank Limited. 95608878, 9560312-6 7. IFIC Bank Limited.
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