University of Information Technology & Sciences (UITS)

FINAL DRAFT INTERNS I! RE!"RT "N

#$UST"%ER SATISFA$TI"N "F NATI"NAL &AN' LI%ITED( An Internship Report Presented to the Faculty of Business Administration in Partial Fulfillment of the Requirements for the Degree of Bachelor of Business Administration

S)*ervise+ &y,
%r- A-'-% 'A%RUL A.UE

S)/mitte+ &y0
"SSAIN SAN1IDA

ID 23453678459 %a:or, %ar;eting

Date of S)/mission,

FINAL DRAFT INTERNS I! RE!"RT "N

#$UST"%ER SATISFA$TI"N "F NATI"NAL &AN' LI%ITED(

University of Information Technology & Sciences

August 17, 2 11 !o Faculty "chool of Business AI#B Banani, Dha$a%

S)/, S)/mission of Re*ortSir< I am glad to meet the deadline to su&mit our pro'ect report% (ere I ha)e tried to sho* a )i)id picture of customer ser)ice of +ational Ban$ ,imited% I tried to enrich the pro'ect paper *ith *hate)er $no*ledge I had from the perspecti)e of our course% De facto, *hile doing the pro'ect I found similarities *ith our study materials that made us understand the course contents )ery clearly and *e en'oy a lot, doing the report% Please find the concerned report attached to this letter% If you ha)e any $ind of inquiry regarding my *or$, I *ould highly appreciate if you feel free to address me%

"incerely

Letter of En+orsement
!he Internship Report entitled #$)stomer Satisfaction of National &an; Limite+( has &een su&mitted to the -ffice of Placement . Alumni, in partial fulfillment of the requirements for the degree of Bachelor of Business Administration, /a'or in %ar;eting, Faculty of Business Administration on =4 A)g)st 73== &y Internship Defense 0ommittee for e)aluation% 1Any opinions, suggestions made in this report are entirely that of the author of the report% !he #ni)ersity does not condone nor re'ect any of these opinions or suggestions2% ossain San:i+a ID 2 3453678459- !he report has &een accepted and may &e presented to the

3333333333333333333333

/r% A%4%/ 4amrul (aque Assistant Professor

Ac;no>le+gement

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 *ish to than$ our honora&le faculty %r- A-'-% 'amr)l

a)?e for assigning

me the pro'ect and for all his $ind support to accomplish it% !he pro'ect intends to de)elop a report on the 0ustomer satisfaction of +ational Ban$ ,imited% I also *ish to than$ and gi)e the due respect to my family and friends for their cordial support and help they offered through out the process of preparing the *hole report% 5specially i *ant than$ those person *ho *ere my respondent% !hey ga)e their )alua&le time and suggestion% Also some of the )ery cordials officers of +ational Ban$ helped a lot to prepare this report% I *ant to gi)e than$ to all these persons%

E@ec)tive S)mmary
In this report I ha)e tried to discuss and define all of the ma'or acti)ities related *ith the understanding of customer6s perception and attitude regarding the performance of the customer "er)ice department in a &an$% In this report I ha)e chosen to e)aluate the le)el of 0ustomer "atisfaction at +ational Ban$ ,imited, Banani Branch% !he $ey purpose of the report has &een to generate a particle understanding of the le)el of 0ustomer "atisfaction in +ational Ban$ ,imited, Banani Branch% 0ustomer "atisfaction is an important aspect for any &usiness organi7ation% By measuring the le)el of customer satisfaction I am a&le to understand their o)erall concept regarding +ational Ban$ ,imited, Banani Branch% !he customer satisfaction le)el needs to &e gi)en priority in order to ha)e an o)erall &enefit of future sales% By e)aluating the data +B, can ta$e a fresh approach into their customer ser)ice department and act accordingly% I had to *or$ hard in order to complete the research *or$% It has )ery difficult for me sometimes &ut I ha)e gi)en my le)el &est in order to create a descent report% I ha)e tried to put in a rigorous and firm effort in order to analy7e and e)aluate the data, *hich had &een o&tained from the sur)ey questionnaires%

TA&LE "F $"NTENT PAR! 1

=-= =-7 =-9 =-A =-C =-8 =-4 =-D =-6 =-=3 =-== =-=7 =-=9 =-=A =-=C =-=8 =-=4 =-=D =-=6 =-73 =-7= =-77 =-79 Intro+)ction &an;ing Sector of &angla+esh An overvie> of National &an; Limite+ %ission & Bision $ommitments "/:ectives "f N&L %otto $ore val)es Eor;force %anagement system $orres*on+ent relationshi* &oar+ of +irectors De*artment of National &an; Limite+ E@isting /ranches "rganiFations str)ct)re $)stomer service $)stomer service in /an;ing /)siness $)stomer service in National /an; Lt+$or*orate financial services of (N&L) $or*orate /an;ing service Instit)tional /an;ing $ommercial /an;ing .)asi5government /an;ing

=-7A =-7C =-78 =-74 =-7D =-76 =-93 =-9= =-97 =-99 =-9A =-9C =-98 =-94 =-9D =-96 =-A3 =-A= =-A7 =-A9 !art 7

!ersonal /an;ing service N&L monthly saving scheme (N%S) N&L +e*osit scheme (D!S) S>ift service &ills an+ clearing +e*artment &ranch /an;ing National /an; cre+it car+ Sec)re+ over+raft Loans an+ a+vance+ Safe +e*osit loc;ers !rivate foreign c)rrency acco)nts Utility /ill *ayments International tra+e & foreign e@change Lease finance $a*ital mar;et services SE"T analysis Strength of national /an; Lt+ (N&L) Eea;nesses of the national /an; Lt+ (N&L) "**ort)nities of National /an; Lt+ (N&L) Threats of National /an; Lt+ (N&L)

Intro+)ction to the st)+y =-AA =-AC Rational of the st)+y Statement of the st)+y

=-A8 =-A4 =-AD =-A6 =-C3 =-C= =-C7 =-C9 =-CA

Sco*e an+ +elimitation of the st)+y "/:ectives of the re*ort %etho+ology Limitation of the re*ort $)stomer satisfaction of analysis Fin+ings of the st)+y Recommen+ation $oncl)sion Reference

Introduction8
Ban$ing is one of the most competiti)e industries of Bangladesh that has seen a huge amount of gro*th during the last decade% A large num&er of ne* &an$s ha)e made their places in the industry and yet there are more to register in the list% In this modern era of &usiness, &an$ing acti)ities ha)e speared out in many areas li$e merchant &an$ing, share trading, gi)ing lease and so on% In such a highly competiti)e ser)ice industry, the importance of customer satisfaction cannot &e de9emphasi7ed% +ational Ban$ ,imited is one of the most reno*ned pri)ate commercial &an$ in Bangladesh% During a short span of time the &an$ has &een a&le to esta&lish a good image in the &an$ing sector and has &ecome a house hold name in the country due to se)eral customers9 friendly deposit and loan scheme% I am doing my internship in +ational Ban$ ,imited *ith rotation on different des$s *hich includes accounts opening, general &an$ing, retail &an$ing, clearing, remittance, loans and ad)anced etc% in this report the :!he 0ustomer "atisfaction on different ser)ices of +ational Ban$ ,imited%; I *ill focus on )arious aspects of this &an$% "ince they are standing at good position among the pri)ate &an$s, their financial position, mar$et share, mar$eting mechanisms, o)erall strength and *ea$ness, o&'ecti)es, goals *ill &e cross e<amined for analy7ing the fact that ho* they *ere and ho* they *ill &e in future% =arious types of analysis *ill help us to understand the comparati)e position and a transparent picture of this &an$ that *ill help us to dra* any comment at a glance% As I am directly in touch *ith customers, the report *ill deal *ith the ser)ice quality and customer satisfaction of +ational Ban$ ,imited% A sur)ey *ill &e conducted on the customers of +ational Ban$ ,imited% !he o&'ecti)e of this report *ill &e to determine to ho* *ell +ational Ban$ ,imited is satisfying the customers on different ser)ice grounds% =arious important issues of customer satisfaction *ill &e presented in light of the findings of the sur)ey% ,astly the findings *ill &e e<amined to prescri&e a set of specific recommendations to impro)e the o)erall ser)ice quality according to customers e<pectations and also to sol)e the e<isting pro&lems in the *hole organi7ational le)el%

The &an;ing Sectors of &angla+esh,

Bangladesh &an$ 1BB2 has &een *or$ing as the central &an$ since the country6s independence% Its prime 'o&s include issues of currency, maintaining foreign e<change reser)e and pro)iding transaction facilities of all pu&lic monetary matters% BB is also responsi&le for planning the >o)ernment6s monetary policy and implementing it there&y% !he num&er of &an$s in all no* stands at ?@ in Bangladesh% -ut of the ?@ &an$s, four are +ationali7ed commercial &an$ 1+0Bs2, 2A local pri)ate commercial &an$s, 12 foreign &an$s, and the rest fi)e are de)elopment Financial institutions 1DFIs2% "onali &an$ is the largest among the +0Bs *hile Pu&ali is leading in the pri)ate once% Among the 12 foreign &an$s, "tandard 0hartered has &ecome the largest in the country% Besides the scheduled &an$s, "ama&ai 1corporati)e2 &an$, Ansar9 =DP &an$, 4armasansthan 1employment2 &an$ and >rameen &an$ are functioning in the financial sector% Bangladesh &an$ 1BB2 regulates and super)ises the aciti)ities of all &an$s% !he BB is no* carrying out a reform program to ensure quality ser)ices &y the &an$s% !he list of &an$s doing their operation in Bangladesh are9

NationaliFe+ $ommercial &an;s (N$&s)

Name =-Sonali &an; 7- 1anata &an; 9- Agrani &an; A- R)*ali &an; Tele*hone 6CC3A7859A< D8=ACDD 6C833475D3< 6C833A75A9 6C88=C95CA< 6C88=83586< 6CCC=465D3 6CC=87A57C< 6CCA=77< 6CC7=D95A

!rivate $ommercial /an;s (!&$s)

1% Pu&ali &an$ 2% #ttara Ban$ D% +ational Ban$ ?% !he 0ity &an$ ,imited B% #nited 0ommercial Ban$ ,imited% C%Ara& Bangladesh &an$ ,imited% 7% IFI0 Ban$ ,imited% A% Islami Ban$ Bangladesh ,td% @% A, Bara$a Ban$ Bangladesh ,td% 1 % 5astern Ban$ ,td% 11% +ational credit and commercial Ban$ ,td% 12% Prime Ban$ ,td% 1D% "outh east Ban$ ,td% 1?% Dha$a Ban$ ,td% 1B% A,9 Arafah Islami Ban$ ,td% 1C% "ocial In)estment Ban$ ,td% 17% Dutch9&angla Ban$ ,td% 1A% /ercantile Ban$ ,td% 1@% "tandard Ban$ ,td% 2 % -ne &an$ ,td% 21% 5EI/ Ban$ ,td% 22% Bangladesh 0ommerce Ban$ ,td% 2D% /utual trust Ban$ ,td% 2?% First "ecurity Ban$ ,td% 2B% !he Premier Ban$ ,td% 2C% Ban$ Asia ,td% @BC@ B 92, @BB1C1?97 @BCC C79@, @BB11C29CD, @BCB7D2 @BCD A19B, @BC12 1 @BCB@2B9D? @BC BAB @BC AA7A, @BC D129C @BC2 C2, @BCD 2 92@ @BB2A@79A, @BCD ? , @BCD ?C9@ @BCD7CA9@, @BCB D192 @BBCD71, @BBCDC192 @BC1@ 29? @BC72CB97 , @BC?C77 @BB A19B, @BB1B7B, @BB771? @BBCBA791 , @BBCBAD @BB@ 1?, @BB?ABB @BCABD79D@ @BB@DDD @CC722?, @CC7A 2 @BC?2?@, 7BB17@@, @BC?2BB9 C @BBD@2B, @BBDA72, @BCC?1A @BBD@2B, @BBDA72, @BCC?1A @BB@AD19D2, @CCA17 @BC@D1A, 711D2D@ @BC 22@, @BC?7DD A117 BB, A117 CC

27% !he !rust Ban$ ,td% 2A% "hah Falal Ban$ ,td% 1 Based on Islamic "hariah2 Foreign &an$s 1% American 5<press Ban$ 2% "tandard 0hartered grindlays &an$ D% ha&i& &an$ ltd% ?% "tate Ban$ of India B% +ational Bna$ -f Pa$istan C% /uslim 0ommercial Banl ,td% 7% 0ity Ban$ +A A% (an)it Ban$ ,td% @% ("B0 ,td% 1 % 0redit Agricole Indosue7 1 the Ban$2 11% "hamil Islami &an$ -f Baharain 50 12 "tandard 0hartered Ban$

@A7 11 e<tn9 ?1@1 @BBC 11

@BC17B19B2, @BC1?@C9@7 @BC1?CB, @BB 1A19@ @BB122A, @BBB @192 @BB?2B1, @BBDD71 A111@B@ @BC 2?A9@ @BCDC?@, @BCDCB @BB CD9C? AA1D27 97D @CC7 19B @BC1?CB, AA171A9@

Develo*ment &an;s
1% Bangladesh 4rishi Ban$ 2% Ra'shahi 4rishi #nnayan Ban$ D% Bangladesh "hilpa Ban$ ?% Bangladesh "hilpa Rin "hangstha B% Ban$ of "mall Industries and 0ommerce Bangladesh ,td% @BC 219B, @BC D19DB @BB1B 9@, @BCC11? @BCBA1A, @BCB ?C @BC?AD , @CBA1@

"thers
1% Ansar =DP #nnayan Ban$ 2% Bangladesh "hama&ai Ban$ ,td% 1B"B,2 D% >rameen Ban$ ?% 4armashangsthan Ban$ AD1D1@A, AD221A1 A 1B7BB9A @BCDD11

AN "BERBIEE "F T E NATI"NAL &AN' LI%ITED +ational &an$ ,td the first pri)ate sector commercial &an$ of Bangladesh, fully o*ned &y local entrepreneurs% +B, started its ne)er9ending 'ourney from 2D march 1@AD% !he &oard of directors of the &an$ consists of the finest intellects of the country6s &usiness, commerce and &an$ing areas% +B, &rought a change in ser)ices in the &an$ing sector &esides the traditional >o)t% &an$s *ith its e<cellent difference% !he success of +B, is for its cooperati)e, helpful, approach, understanding the real &an$ing needs of each and client and concern for their &enefits and *elfare% From the &eginning +B, had the great o&'ecti)es a&out the share holders9to ma<imi7e their facilities as *ell as di)idend% +o* +B, is &igger concern compare to others in same industry holding @1 &ranches in the inland area% In 1@@B +B, opened a representati)e office at /yanmar% In different countries +B, has some e<change &ooths to facilitate the foreigners% Gith a string sense in all &usiness area of commercial &an$ing +B, could foresee tremendous gro*th in home &ound remittance from Bangladeshi e<patriates in #"A, #4, and /iddle 5ast and in different countries of the *or$% 0onsequently, +B, esta&lished a unique money remittance system *ith Gestern #nion of #"A for in&ound and out&ound remittance% "till no*, +B, has this sort of no)elty ser)ices facilities% +B, al*ays is committed to fulfill its ethical responsi&ility to the society, country and to the *hole *orld% +B, has participated in the Brained /ulti Purpose Pro'ect, a ma'or enterprise underta$en for impro)ing the ecological &alance and the socio9economic condition of the farmers the northern region of the country% 5sta&lishment of +B, foundation, *hich operates +ational Ban$ Pu&lic "chool and collage and sponsorship of )arious sports tournaments are fe* of the mentiona&le pro'ects that display +B,6s commitment to the society% Besides the different types of accounts, +B, has some special schemes that really represent &an$6s concern a&out the clients, some of them are H /"", "D", "I" credit 0ard, A!/ ser)ices%

%ission an+ vision

%ission
-ur mission is to continue our support for e<pansion of acti)ities at home and a&road &y adding ne* dimension to our &an$ing ser)ice *hich ha)e &een on going in an una&ated manner% Alongside, *e are also putting highest priority in ensuring transparency, account a&ility, impro)ed clientele ser)ice, as *ell as our commitment to ser)e the society through *hich *e *ant to get closer to the people of all strata% Ginning an e)erlasting seat in the heart of the people as a caring companion in uplifting the national economic standard though continuous upgrading and di)ersification of our clientele ser)ices in line *ith national and international requirements is the desired goal *e *ant to reach%

Bision
5nsuring highest standard of clientele ser)ices through &est application of latest information technology, ma$ing due contri&ution to the national economy and esta&lishing oursel)es firmly at home and a&road as a front ran$ing &an$ of the country ha)e &een our cherished )ision%

$ommitments
In carrying o)rselves at >or; Discipline honesty and integrity "incerity 0aring 0reati)ity

In serving the /an; ,oyalty !otal commitment and dedication 5<cellence through team*or$

In serving c)stomers 0ustomer9first Iuality focus 0redi&ility and secrecy

"/:ectives of N&L
-ffering quic$ and impro)ed clientele ser)ices through application of modern information technology% Playing and important role in the national progress &y including impro)ed &an$er customer relationship% 5nsuring highest possi&le di)idend to the respected shareholders &y ma$ing &est use of their equity% Pursuing the policy of nurturing &alanced gro*th of the &an$ in all sectors% 0onsolidating our position in the competiti)e mar$et &y introducing inno)ati)e &an$ing products% 5nsuring highest professional e<cellence for our *or$force through enhancement of their *or$ efficiency, discipline and technological $no*ledge% 5<panding the &an$6s area of in)estment &y ta$ing part in syndicated large loan financing% Increase finances to small and medium 5nterprise 1"/52 sector including agriculture and agro &ased industries% !hus ma$ing due contri&ution to the national economy% #pholding the image of the &an$ at home and a&road &y pursuing dynamic and time &enefiting acti)ities% 5nsuring maintenance of capital adequacy, comforta&le liquidity, asset quality and highest profit through successful implementation of the /anagement 0ore Ris$ program%

%"T"
!he &an$ *ill &e a confluence of the follo*ing three interests8 -f the &an$ 8 Profit ma<imi7ation and sustained >ro*th%

-f the customers 8 /a<imum &enefit and satisfaction% -f the society 8 /a<imi7ation of Gelfare%

$ore val)es
+B,6s core )alues consist of C$ey elements% !hese )alues &ind our people together *ith an emphasis that our people are essential to e)erything &eing done in the &an$% Integrity +B, protects and safeguard all customer information% +B, treats e)eryone in an equita&le and consistent manner% +B, creates an en)ironment, *hich earns and maintains customer trust%

"*en comm)nication +B, &uilds customers relationship &ased on integrity and respect% +B, offers a full line of products and e<cellent ser)ices% +B, is committed to the prosperity of the customers and shareholders% !erformance +riven In +B,, customers and employees are 'udged in terms of their performance%

0ontinuous self impro)ement 0ontinuous learning, self challenge and stri)e ma$e *ays for self impro)ement of *or$force at +B,%

.)ality +B, offers hassle free &etter ser)ice timely% +B, &uild up quality asset in portfolio%

Team>or; Interaction, open communication, and maintaining a positi)e attitude reflect +B,6s commitment to a supporti)e en)ironment &ased on team*or$%

Eor;force
+ational Ban$ ,imited 1+B,2 recogni7es that a producti)e and moti)ated Gor$ force is a prerequisite to leadership *ith its 0ustomers, its "hareholders and in the /ar$et it ser)es% +B, treats e)ery 5mployee *ith dignity and respect in a supporti)e en)ironment of trust and openness *here people of different &ac$ground can reach their full potential% !he Ban$6s (uman Resources policy emphasi7e on pro)iding 'o& "atisfaction, >ro*th -pportunities, and due recognition of superior performance% A good *or$ing en)ironment reflects and promotes a high le)el of loyalty and commitment from the employees% Reali7ing these +ational Ban$ ,imited 1DB,2 has placed the utmost importance on continuous de)elopment of its (uman Resources, identity the strength and *ea$ness of the employee to assess the indi)idual training needs, they are sent for training for self9de)elopment% !o orient, enhance the Ban$ing $no*ledge of the employees +ational Ban$ training Institute 1DBI!2 organi7es &oth in9 house and e<ternal training%

%anagement system
>reat emphasis on the use of impro)ed !echnology% It has gone to -nline -peration "ystem since 2 D% And the ne* &an$ing soft*are F,5E0#B5 is ne*ly installed% As a result the Ban$ *ill a&le to gi)e the ser)ices of international standards%

$orres*on+ent relationshi*
!he &an$ esta&lished correspondent relationship *ith a num&er of Foreign Ban$s, namely American 5<press Ban$, Ban$ -f !o$yo, "tandard 0hartered Ban$, (ong 4ong "hanghai Ban$ing 0orporation, 0I!I Ban$ +A9+e* Jor$ and AB Ban$ limited% !he Ban$ is maintaining Foreign e<change Accounts In +e* Jor$% !o$yo% 0alcutta, and ,ondon% !he Ban$ has set up ,etter -f 0redit on &ehalf of its )alued customers using its 0orrespondents as ad)ising and reim&ursing Ban$s% !he Ban$ maintains a need &ased 0orrespondent Relationship policy, *hich is gradually e<panding% !he num&er of Foreign 0orrespondents is no* DB %

&oar+ of Directors
/oa77am "ossain Kainul (aque "hi$der Par)een haque shi$der Alha' $halilur rahman Prof% /ah&u& Ahmed /R Fa$aria !aher Ron haque shi$der Rich haque shi$der 1,t%0ol% @Rtd2 /d% A7i7ul Ashraf, psc /a&roor (ossain A4/ enamul haque 0apt% A&u "ayeed /onir "alim Rahman /D% A&dur Rahman "har$er 0hairperson Director Director Director Director Director Director Director Director Director Director Director Director /anaging Director

De*artments of National &an; Limite+

If the 'o&s are not organi7ed considering their interrelationship and are not allocated in a particular department it *ould &e )ery difficult to control the system effecti)ely% If the any departments are not fitted for the Particular Gor$s there *ould &e (apha7ard "ituation and the performance of a Particular Department *ould not &e measured% +ational Ban$ ,imited 1+B,2 has does this *or$ )ery *ell% Different Departments of +ational Ban$ ,imited 1+B,2 are as follo*s8 (uman Resources Di)ision Personal Ban$ing Di)ision

-perations di)ision

0omputer and information technology Di)ision 0redit Di)ision Finance and accounts di)ision Financial institution Di)ision Audit and Ris$ /anagement Di)ision

E@isting &ranches
-n 2D march 1@AD +B, *as first stared at Dil$usha Branch% At the age of 1@ years it has esta&lished a total of 7B &ranches o)er the country and made a smooth net*or$ inside the country as *ell as throughout the *orld% !he num&er of &ranches as territory9 *ise is mentioned in the follo*ing ta&le8 Name of the Area +ational 0hittagong Ra'shahi 4hulna "ylhet Total N)m/er of &ranches ?C D 1A 2 1C =93

"rganiFation str)ct)re

"rganiFation chart of National &an; Limite+ (N&L) $hain of comman+,

$)stomer service
0ustomer ser)ice is the ser)ice pro)ided in support of a company6s 0ore Product% 0ustomer "er)ice most often includes ans*ering question, ta$ing orders, dealing *ith &illing issue, handling complaints, and perhaps scheduling maintenance% 0ustomer ser)ice can occur on site, or it can occur o)er the phone or )ia the internet% /any companies operate 0ustomer ser)ice call centers, often staffed around the cloc$% !ypically there is no charge for customer "er)ice% Iuality 0ustomer "er)ice is essential to &uilding 0ustomer relationships% It should not, ho*e)er, &e confused *ith the ser)ice pro)ided for sale &y a company% !he success of 0ustomer "er)ice is the 0ustomer "atisfaction% It depends on the product6s actual performance relati)e to a &uyer6s e<pectations% A 0ustomer might e<perience )arious degree of satisfaction% If the product6s performance falls short of e<pectations, the 0ustomer is satisfied% It performance e<ceeds e<pectationsL the customer is highly satisfied or delighted% 0ustomer "er)ice of a company has to ha)e the Responsi)eness, *hich means the *illingness to help customers and to pro)ide prompt ser)ice% !his dimension emphasi7es attenti)eness and promptness in dealing *ith 0ustomer request, question, complaints, and pro&lems% Responsi)eness is communicated on customer &y the length of time they ha)e to *ait for assistance, ans*er to question, or attention to pro&lems% Responsi)eness also capture the notion of fle<i&ility and customi7es the "er)ice to customer needs%

$)stomers Service in /an;ing &)siness

0ustomer ser)ice in &an$ may &e grossly categori7ed into deposit ser)ices, and credit ser)ices% 0ustomers6 ser)ices generally means ta$ing deposit on money from customers, gi)ing loans and ad)ances to the customers and )arious Ancillary 1 Balance "heet "er)ice2% !hese acti)ities require an arrangement of ser)ice process% Branch e<pansion, "ur)ey of economic en)ironment, location of deposit potential, identification of credit needs, and collect information a&out target mar$ets% Accordingly, &an$s ma$e arrangement to deli)er their ser)ices to the potential customers in terms of acceptance, "anction, Ad)ances, 0ommitment, !ransfers, Remittance, -pening of letter of credit 1,M02, 5<port Documents (andling Bills 0ollections and many -ther "er)ices%

$)stomer Services in National &an;

,i$e some other Ban$s national &an$ ,imited 1+B,2 has also some "er)ices that it pro)ides its potential customers% +ational Ban$ ,imited usually pro)ides t*o types of ser)ices8

$or*orate Financial services of National /an; Limite+ (N&L)

It is )ery true the ma'or contri&ution to the &an$6s equity has come from &usiness &an$ing sector% It pro)ides se)eral types of ser)ices under &usiness &an$ing% +B, offers corporate &an$ing facilities, it also pro)ides commercial, institutional, quasi go)ernment or correspondence facilities%

$or*orate &an;ing Service,

+B, is recogni7ed as the good financial institution in corporate finance ser)ices sector in our country% Its professional management team caters to the needs of its clients and pro)ides them *ith a *ide range of financial ser)ices some of *hich are pro'ect financing and in)estment consultancy, syndicated de&t and equity, &ond and guaranties, local and international treasury products%

Instit)tional &an;ing,
!he institutional ser)ice pro)ided &y +B, is designed for different fund &ased organi7ation li$e donor agencies, +>-s, )oluntary organi7ations, foreign missions, airlines, shipping lines and their personnel *ith the facilities, *hich are freely con)erti&le to ma'or international currencies, local and foreign currency remittances through a large net*or$ of &ranches and correspondence%

$ommercial &an;ing,
+B, offers different commercial &an$ing facilities to all commercial concerns specially those *ith particular in)ol)ement *ith import and e<port finance% It pro)ides the finance facilities li$e9trade finance facilities including counseling, confirming e<port ,M0sL and issue of import ,M0 &ac$ed &y its correspondent net*or$, it also pro)ides &onds and guarantees, in)estment ad)ice, leasing facilities, pro'ect finance opportunities-

.)asi5Government &an;ing,
!he quasi go)ernment ser)ice of +B, helps the go)ernment &y pro)iding different financial ser)ice li$e efficient and $no*ledgea&le management of trade &usiness 1 import and e<port2, s$ills in &arter, s*aps and counter trade deals% In addition, the opportunity of de&enture finance for ne* pro'ects, possi&ilities of hard currency loans and lease deals, the opportunity of syndicated hard currency, financing of loans and import ,M0, highly efficient account management and remittance handling *ithin the country%

!ersonal /an;ing service, De*osit Acco)nt,

0urrent Account 10D2

"hort term deposit AM0 1"!D29 rate of interest B%BN9CN "a)ing AM0 1"D29 rate of interest CN Fi<ed deposit Receipt 1FDR2

o> to o*en an Acco)nt

First interact *ith the client and understand hisMher interest to open an AM0, address, profession, social status, and also his referee% /ust ha)e logical e<planation to open the AM0 0urrent photograph%

As;e+ for some *a*ers,

!a< identification notes 1!I+2 Photocopy of passport !rade license Introduce mar$ on the form, from any employee of +B, 5mployment certificate%

If :oint AH$,
Declaration9 *ho *ill *ithdra* moneyO +otice from client9 if client *ant to *ithdra* more then P of their deposits or more than B thousand, notice must gi)e &efore 1 *ee$ of *ithdra*al If it is a company6s AM0 then /A is must after fulfillment of all requirements a client is permitted to open an account%

Different ty*es of $)rrent Acco)nts,

Indi)idual Proprietorship Partnership 0ompany 0lu&, society etc%

Eho can o*en an FDR,

Any legal, mentally fit person can open FDR% In time of opening on photo and introducer is needed% FDR is made for any amount%

D)ration of interest rate,

Fi@e+ +e*osit Recite is ma+e for +ifferent mat)rity containing interest rate,

D)ration
9 months 8 months =7 months

Interest Rate
6I( /elo> t;- =3 Lac)< ==I (a/ove t;- =3 Lac) 6-CI( /elo> t;- =3 Lac)< ==-CI ( a/ove t;- =3 Lac) =3I(/elo> t;- =3 Lac)< ==-CI ( a/ove t;-=3 Lac)

R)les of FDR,
+ormally after maturity and follo*ing necessary rules holder of FDR can *ithdra* total money *ith interest rate% But if the holder *ant to *ithdra* his money &efore maturity then he does not get any interest, &ut *ithdra* deposited money% In case of premature FDR no penalty, no IR in D or C months FDR% But in case of 12 or 2? months &an$ cut up C months% After that if any sla& then according to this he gets IR% #pon interest rate 1 N income ta< must cut up% !here are some rules incase of e<cise duty 1 yearly charged2

N&L monthly saving scheme (N%S),

It is an attracta&le sa)ings pro'ect for limited income group, national Ban$ ,imited got quic$ ta$e monthly for B9A years% !he return is as follo*s8

In ta;a
%onthly installment
B 1 2 D ? B 1

Ret)rn after 9 Ret)rn after C Ret)rn after D years 6-33I years 6-7CI years 6-C3I
2 ,C27 ?1,2BB A2,B1 1,2D,7CB 1%CB, 2 2, C,27? ?%12,B?@ D7,A@C 7B,7@1 1,B1,BAD 2,27,D7? D, D,1CC D,7A,@B7 7, A,?AB 7 ,A?@ 1,?1,C@7 2,AD,D@? ?,2B, @1 B,CC,7AA 7,B7,@1? 1?,1C,@7

N&L +e*osit scheme (NDS),

!he scheme *ill &e titled as +D"% !he period of deposit *ill &e D years% 0redit facilities up to A N are allo*ed against lien on &alance of +D" AM0, at 1BN rate of interest of quarterly rest%

NDS amo)nt ( in ta;a )

B 1 2 D ? B

%onthly /enefit *aya/le (in ta;a)

?B @ 1A 27 DC ?B

=333333 7333333 C333333

6333 =D333 AC333

The activities of cash +e*artment,

!his cash departments deals *ith cash, maintain the registers of incoming and outgoing of cash flo*s% 0ash departments has to properly maintain cash management policy% Githin this policy, cash department performs acti)ity through some steps and follo*s some policy, especially insurance policy% !ypes of insurance policies maintain in this department for getting insurance co)erage8 0ash in safe insurance8 up to ta$a B 0ash on counter insurance8 up to ta$a 1 0ash in transit insurance8 up to ta$a 1 co)erage co)erage co)erage

SEIFT services
+B, is one of the first fe* Bangladesh &an$s to o&tain mem&ership of s*ift 1"ociety for *orld inter9&an$ telecommunication2% "GIF! is a mem&ers o*ned cooperati)e *hich a first and accurate communication net*or$ for financial transaction such as ,etter of credit, fund transfer etc% &y &eing a mem&er of "GIF!, the &an$ has opened up possi&ilities for uninterrupted connecti)ity *ith o)er B7 user institution in 1B countries all o)er the *orld%

&ills an+ $learing +e*artment

!he &ills and clearing departments performs their duties for collection purpose% !his purpose happens through t*o *ays8

Thro)gh clearing ho)se,

5)ery mem&er &an$ of the clearing house prepares a &an$ *ish list of cheques and draft recei)ed from iits customers and dra*n on different &an$s% Representati)e of each &an$ )isits the 0learing (ouse *ith the cheques and their list in the morning and deli)ers the cheques and draft to the representati)e of the respecti)e &an$s% "imilarly, heMshe also recei)es the cheques dra*n on hisMher &an$ from the representati)es of the other &an$s% !he representati)es returns to their respecti)e &an$s to meet again in the afternoon to return the dishonored instruments, if any, to the representati)es of the respecti)e &an$s% !he representati)es of the each &an$ computes the final &alance paya&le or recei)a&le &y his &an$ or other &an$ from other &an$s after ta$ing into account the )arious amount of receipts and payment%

!he final statement is effected &y the super)isor of the 0learing (ouse &y de&iting or crediting, as the case may &e, the accounts of the respecti)e &an$s as maintained *ith the clearing house%

Registers,
For collection *)r*ose maintains some register s)ch as5
,ocal Bill For 0ollection 1,B02 -ut*ard Bills for collection 1-B02 In*ard &ills for collection 1IB02

&ranch &an;ing,
0on)enience is the $ey feature of the personal Ban$ing Program of +ational Ban$ ,imited 1+B,2% !he aim of +B, is to pro)ide of e)ery customer easy e<cess to hisMher account from any &ranch and ultimately from any *here% Recogni7ing the need of the customers, +B, has recently net*or$ed all of the Branches in +ational, +arayangan', 0hittagong and sylhet to permits its )alued cutomers to cary out transaction from any &ranch% 0ash *ithdra*al or deposit or any type of personal &an$ing% !ransaction can &e performed using the any Branch Ban$ing "er)ice% All transactions under any Branch Ban$ing are a&solutely free of charge%

The follo>ing services are availa/le )n+er any /ranch &an;ing,

$ash >ith+ra>al from oneJs Acco)nt from any &ranch of the /an;$ash an+ chec; +e*osit into oneJs Acco)nt from any /ranch of the /an;-

National /an; $re+it car+,

+B, pro)ide &oth credit card and de&it card &asically this department deals *ith credit cards, and no* days only the Q/aster 0ard6% But +B, recently is starting the operation of =I"A po*er 0ard as a De&it 0ard% /aster card is using as an alternati)e of cash% In the real *orld cash carrying is not safe al*ays that6s *hy credit card is )ery popular the modern *orld and also in Bangladesh% People can dra* cash from the A!/ *ith out any in)ol)ement of human, &y credit card one can &uy anything from the shop% +B, has t*o type of /aster cards8 "il)er and gold, &oth has local and international range%

Interest rate is 2N for &oth local and international%

A**lication an+ *ro*osal *re*aring to o*en a car+,

Application recei)e from a party =erify the securities1FDR, "a)ing 0ertificate, 0D or "D AM0 For e<porter line *ill &e his F%0 AM0 and payment of card *ill &e through #"D% "end the certificate to the top management% If appro)ed &y the management the card *ill punched and deli)er after 1 day to the client%

De/it car+ (Bisa *o>er car+),

+B, po*er card issued to a card holder to a)ail of ser)ices and to purchase or to dra* cash &y properly presenting the same at the notified mem&er 5sta&lishmentM Ban$M A!/% !hree types of po*er card is a)aila&le9 ,ocal card International card Duel card%

!rominent feat)re of the N&L *o>er $ar+,

+B, po*er card can &e used for purchased at merchants *here =I"A 0ards are accepted trough electronic point of sales terminals+B, po*er card can &e used for *ithdra*ing cash from automated teller machines 1A!/2% Personal identification num&er 1PI+2 necessary for *ithdra*al of cash *ill &e pro)ided &y the &an$ For local card there is no insurance fee for the 1 st year and 2nd year only ta$a 2 *ill &e charged% !o get a +B, Po*er 0ard 0ustomer has to su&mit only t*o copy of hisMher recent photograph and the !I+ 1!a< Identification +um&er2%

Sec)re+ "ver+raft

m installment or 93I ofof o)tstan+ing < >hich is or lo>er *ain 8 C3I of over+)e 9 /et>een ma@im)m =CI over+)e installment =3I of in cash o)tstan+ing< >hich is lo>er *ain in cashResche+)ling r+ t then 9 resche+)ling consi+ere+ resche+)ling consi+ere+&et>een ma@im)m 93I of over+)e installment or 73I of o)tstan+ing< >hich is lo>er *ain in cash then 7n+ resche+)ling consi+ere+-

Term

Resche+)ling =CI of in "ver+)e case of +eman+ loan amo)nt an+ contin)o)s loanJs rateresche+)ling of +o>n *ayment rate of +o>n +eman+loan, an+ *ayment vary in or+er to loan amo)nt$ontin)o)s

Loans an+ A+vance+,

,oans and ad)ance is a ma'or earning source of a &an$% +B, is also )ery careful to pro)ide loan, normally +B, sanction loan to indi)iduals, smallMmedium or large industries% Actually loans gi)e of the &an$6s deposit, against )alua&le security%

N&L follo>ing some general r)lesH *rinci*le to *rovi+e loan to its client !he &an$ should pro)ide suita&le credit ser)ices and products for the mar$ets in *hich it operates% ,oans and ad)ances shall normally the financed from customers deposits and not out of the share, temporary funds or &orro*ings from other Ban$s% 0redit *ill &e allo*ed in manners *hich *ill in no *ay compromise the &an$6s standards of e<cellence and to customers *ho *ill complement such standards% All credit e<tension must comply *ith the requirement of &an$ing companies% Act 1@@1 and Bangladesh &an$6s instructions amended from time to time% !he aggregate of all cash facilities shall not e<ceed A N of customer deposits% It is further go)erned &y the statutory and liquidity reser)e requirement of Bangladesh Ban$%

$ash cre+it ($$) section,

Ehat is $$, Act)ally cash cre+it is one ;in+ of cre+it facilities to the c)stomers- $$ is f)lly contin)o)s loan- Generally this loan iss)e+ for *rovi+ing >or;ing ca*ital of a /)siness T>o ty*es of cash cre+it are )se+, y*othecation ( y*o) *le+ge !arty a**lication A**lication in &an;Js *rescri/e+ form Stoc; re*ort Tra+e license

Ty*es of $$, !a*ers re?)ire to give the $$,

A)+ite+ /alance sheet for last 9 years Income ta@ clearance certificate BAT

TA&LE

Different sec)rities of +ifferent ty*es of A+vances, Ty*es of a+vances

Inlan+ /ills !)rchase+ (I&!) !ayments against +oc)ment(!AD) Loans against im*orte+ %erchan+ise (LI%) Tr)st recei*t (TR)

sec)rities
&ill itself

Interest rate
=8I =8I =8I =8I 4I 4I

Shi**ing +oc)ments for im*ort !le+ge of im*orte+ %erchan+ise Tr)st recei*t o/taine+ in lien of im*ort +oc)mentsE@*ort cash cre+it (E$$) !le+ge or y*othecation Foreign &ills !)rchase+ Shi**ing +oc)ments for (F&!) e@*ort

Safe +e*osit loc;ers,

The c)stomer co)l+ )se the loc;er facility of National &an; Limite+ (N&L) an+ th)s have the o*tion of covering their val)a/le against any )nfort)nate inci+entN&L offers sec)rity to their loc;ers service as affor+e+ to their o>n *ro*erty at a very com*etitive *rice- The &an; is )s)ally at this for the c)stomers from Sat)r+ay thro)gh Th)rs+ay from 6,33 am to A,33 *m-

!rivate foreign c)rrency acco)nts

/ost &ranches of +ational Ban$ ,imited has Authori7ed Dealers ,icense to deal in !ransaction in foreign currency and open Pri)ate Foreign 0urrency Accounts% 0urrent of fi<ed term Accounts in #" Dollar or pound "terling Accounts may &e opened in the name of8 Bangladeshi +ationals residing a&road Bangladeshi nationals ordinarily resident in Bangladesh Foreign +ational residing a&road or in Bangladesh Foreign firms registered a&road and operating in Bangladesh and a&road Foreign /ission and their e<patriate 5mployees%

+on9resident foreign 0urrency Deposit 1+F0D2 Accounts are interest &earing !ime Deposit Accounts% Account may &e opened for 1, D, C months and year term% Interest rates on +F0D accounts are determined after a careful assessment of interest rates on Deposit Accounts in the International /ar$et% !he rates that +B, offers are usually higher than the international mar$et% Any amount &rought in *ith declaration to customs authorities in form F/F and up to #" Dollar B % &rought in *ithout any declaration can &e deposited into such Accounts% Foreign e<change through In*ard remittance from a&road and out*ard remittance may &e freely carried out into and from these accounts% Foreign e<change earned through &usiness done or ser)ices rendered in Bangladesh, ho*e)er, cannot &e deposited into these accounts%

Utility &ill !ayments,

+ational Ban$ ,imited 1+B,2 offers /ulti9mode utility &ill payment facility for its customer6s *eather it is cellular phone &ill, telephone Bill, 5lectricity Bill or *ater &ills of them% It is also possi&le for the +B, 0ustomers to ma$e utility &ill payment &y using 59cash A!/ ser)ice%

International tra+e an+ foreign E@change,

+ational &an$ ,imited 1+B,2 pro)ides foreign e<change transaction facilities to its customers% +B, gi)es the foreign e<change facilities for tra)el , medical treatment, education in a&road etc% Ghen one tra)els a&road for &usiness% (olidays or any other purposes, heMshe can o&tain hisMher foreign currency and !ra)eler6s chec$ permissi&le under >o)ernment regulations *ithout any hassle from any &ranch of +ational &an$ limited1+B,2% !he $ey &ranches of the &an$ in +ational, +arayangan', 0hittagong, "ylhet are staffed &y personnel e<perienced in International !rade Finance% !hese offices are the focal point for processing Import and 5<port transactions for &oth small and large 0orporation 0ustomers%

The /an; is offering is c)stomers< *rofessional a+vice on all as*ects of international tra+e re?)irements< namely,
Issue, ad)ising and confirmation of documentary credits% Arranging for*ard e<change co)er Pre9shipment and post9shipment finance +egotiation and purchase of e<port &ills Discounting of &ills of e<change 0ollection of &ills Assist customers to insure all ris$s%

In the international tra+e an+ foreign e@change activities< National &an; Limite+ +o the follo>ing o*erations, Doc)mentary cre+it,
(a)ing a *orld*ide net*or$ of correspondents and team of e<perienced trade professionals, national Ban$ ,!D% Is uniquely poised to esta&lish Documentary credits in most currencies and can pro)ide for dra*ings at sight or at a term to suit your financing requirements% !he &an$ can also arrange confirmation of documentary credit9an additional underta$ing gi)en &y our correspondent &an$s pro)iding for payment to the e<porter :*ithout resource; for documents presented in strict compliance *ith the terms and conditions of the documentary credit% !he &an$ also deals in all types of e<port letter of credits% 5ach day, the &an$ ad)ices a large num&er of e<port credits and arranges opening of &ac$ letters of credit%

For>ar+ e@change cover

!he &an$ can arrange for*ard e<change co)er to pro)ide protection against fluctuation in e<change rates% "upported &y R5#!5R" dealing system, the &an$6s foreign e<change dealers are a&le to pro)ide its customers the most competiti)e solution for their foreign 5<change requirements-

!re 5shi*ment an+ *ost5 shi*ment finance

!he terms of payment desired &y the importers or e<porter may differ at times, e%g% sight payment required &y the e<porters, &ut 1A day terms required &y importers% +ational Ban$ limited can tailor Pro)ision of Finance to suit the Importers needs% Pre9 shipment Finance can &e made for the 5<port of goods for the period &et*een receipt of orders and the time of shipment% Post9shipment finance is a)aila&le from the time &et*een the shipment date and receipt of payment% !hese forms of finance preser)e the importers *or$ing capital%

Negotiation of *)rchase an+ +isco)nting of /ills

+ational Ban$ ,imited offers +egotiation, purchasing or ad)ancing funds against shipping document dra*n on the o)erseas &uyer and crediting the e<porters immediately *ith the proceeds, less &an$ charges and interests% !he e<porters ha)e the option of recei)ing the proceeds in local currency or in the currency of the &ill of e<change% !he &an$ offers facility to open e<porters retention Iuota Account to retain e<port proceeds in a foreign currency account as permissi&le under regulations% If shipment is &eing effected under a documentary credit calling for a term or sight &ill of e<change *ith charges for account of the &eneficiary% +ational Ban$ ,imited 1+B,2upon request, *ill discount the &ill of e<change and credit the e<porters immediately, pro)ided documents presented are in strict, compliance *ith all stipulated terms and condition of the documentary credit% Full resource is preser)ed against the dra*er of a &ill of e<change and in the e)ent of non9payment the &an$ *ill loo$ to the e<porter to reim&urse the full amount of the transaction%

Local +oc)mentary /ills for collection (LD&$)

+ational Ban$ ,imited 1+B,2 arranges the for*arding of documents on the &ehalf of its 0ustomer and 0ollection of proceeds &eing recei)ed follo*ing payment &y the o)erseas parties%

Ins)rance $over
+ational Ban$ ,imited 1+B,26s trade professional assist the customers to satisfy that the goods ha)e &een insured to co)er all the ris$ in)ol)ed% !his is a complimentary ser)ice pro)ided &y the trade team of the &an$%

Lease finance
+ational &an$ ,imited 1+B,2 offers lease financing for acquiring of capital /achineries equipments and other items% !he scheme is fle<i&le and can pro)ide full funding for a &usiness )enture% !he financing scheme of the &an$ is simple, con)enient and is &ac$ed &y prompt ser)ice from a team of dedicated personnel% -n

the other hand, rental paya&le under lease financing is treated as re)enue e<penditure *hich as such, is deducti&le for ta< purposes%

Items eligi/le for lease financing scheme of the National &an; Limite+ (N&L) are,
0apital machinery 1imported or local2 required for setting up ne* or B/R5 of e<isting import su&stitute or e<port oriented or indigenous% !echnology &ased industrial units% /edical equipments required for the doctors6 cham&ers or 0linics, )i7 etc% Personal computers *ith dot or laser 'et printers, #P", sta&ili7er and other required accessories% Air condition 1split or *indo*2, lift, stand&y generator etc% Photo copier, o)erhead pro'ector, spiral &inding machine and laminating machine etc% =ideo equipments for production of pac$age program, add film etc% =ehicles li$e lu<ury coach, &us, mini9&us, truc$, closed &ody )an 1co)ered )an2 and three9*heeler deli)ery )an, car, micro&us and 'eep 1not for commercial use%2

Lease term,
Lease terms may vary to s)it the c)stomersJ nee+s /)t not e@cee+ing the *erio+ as +etaile+ /elo>,
0apital /achinery or 5quipments8 ma<imum B year 1 For computers or medical equipments9generally D years%2 Automo&iles8 ma<imum ? years 1 for the ne* one2 and D years 1for the reconditioned one2

Fees an+ charges,

Ris$ fund, super)ision and monitoring charges are applica&le on each item under lease% Additionally, pro'ect e<amination or inspection fees are le)ied in related cases% !he rates ho*e)er )ary according to items% For this the customers ha)e to contact *ith the &ranches or in)estment di)ision of national &an$ limited 1+B,2 for the current rates%

Ins)rance for lease+ items

,eased items are duly insured under the &an$6s clauses throughout the lease term% In case of automo&iles, comprehensi)e insurance *ith R"D clause is required co)ering

the entire lease term and the )ehicle is registered in the sole name of the &an$% In all cases, insurance premium is &orne &y the lessee% In the procurement and installation of the leased items, the &an$ accepts the choice of equipments and installation of the customers co)ered under the lease agreement%

Availa/ility of f)n+ for *roc)rement an+ installation of lease+ items,

Fund is made a)aila&le after e<ecution of lease agreement and firm purchase order is placed *ith the manufacturer or the supplier in conformity *ith the terms of the agreement% In case of imported item, the &an$ *ill open irre)oca&le letter of credit 1,M02 in its o*n name%

Responsi&ility for repair and maintenance of leased items8

!he lessee is responsi&le for the maintenance and repair of the leased items% !he lessee is o&liged to operate the leased item *ith optimum care and prudence%

Sec)rity re?)ire+ for the leas finance,

"ecurity requirements )ary according to the nature of the asset and legal status of the lessee% !he requisites for a particular lease item or a pro'ect can &e ascertained &y contacting the &ranches or the in)estment di)ision of the national Ban$ ,imited 1+B,2%

A+vance +e*osit re?)ire+ for the lease,

An amount equal to 1 to D months lease rentals is required to &e deposited &efore e<ecution of the lease agreement% !he amount of the ad)ance rental is refunda&le *ithout interest on successful termination of the lease agreement, su&'ect to necessary appropriation of sal)age )alue and other charges 1 if any2

$a*ital mar;et service,

As a di)ersified acti)ity, +B, capital mar$et ser)ices 1+B,90/"2 started its operation in Fanuary 2 A *ith modern infrastructure facilities% +ational Ban$ ,imited 1+B,2 is a mem&er of the +ational "toc$ e<change 1D"52 and 0hittagong stoc$ e<change 10"52% !he ser)ices include opening of B- account, depository ser)ices of 0D"% !raining is share mar$et, financing the clients under margin rule and counseling the in)estors% !4% DCA%C million *as earned from the acti)ities in 2 @ *hile it *as !4 1 1%2 in 2 A%

Tra+ing in the stoc; e@changes,

Besides the operational acti)ated of &ro$erage house at +B, 0/", head office, it opened three &ranches at Imamgon', &anana in +ational and Andeer$illa in 0hittagong% Ge planned to open 1 to 12 &ranches in potential areas% !o &oost up its acti)ities further 0"5 mem&ership has &een acquired at !4% 1?B% million% !he &an$ acti)ely participation in the screen9&ased -n9line trading of &oth the stoc$ e<changes to purchase and sell shares and De&entures on &ehalf of its clients%

SE"T Analysis The acronym for SE"T stan+s for,

"trength Gea$ness -pportunity !hreat

!he "G-! analysis comprises of the organi7ation6s internal strength and *ea$ness and e<ternal opportunities and threats% "G-! analysis gi)es an organi7ation an insight of *hat they can do in future and ho* they can compete *ith their e<isting competitors% !his tool is )ery important to identify the current position of the organi7ation relati)e to other, *ho are playing in the same field and also used in the strategic analysis of the organi7ation%

Strength of national /an; limite+,

Accounta&le corporate go)ernance 5<perienced top management >ood asset quality In Bangladesh +B, has *ide range of customer &ase on is operating efficiently in this country +B, has a &ul$ of qualified, e<perienced and dedicated human resources +B, has the reputation has &eing the pro)ider of good quality ser)ice to its potential customer +B, recently pro)iding A!/ facility to the customer% !his is *ill ma$e a good strength of +B, % "atisfactory &usiness gro*th Di)ersified product lines >ood operating efficiency "ocial *elfare

Eea;nesses of the National &an; Limite+ (N&L)

Dependent of fi<ed deposits /oderate ris$ management system ,imited delegation of po*er /I" at primary stage ,imited &ranch net*or$ ,imited mar$et share

"**ort)nities of National &an; Limite+ (N&L)

Draft dra*ing arrangement of ma'or &an$s A!/, P-" and other forms of Alternate deli)ery channels Product &ased on needs of +RB6s Increasing ser)ice quality and a*areness among +B, staff through training "/5 and agro &ased &usiness Real time on line &an$ing 0redit card in duel currency Basel9II compliances to tap ad)antages from R/ system%

Threats of National &an; Limite+ (N&L)

Different ser)ices of F0B6" 1 phone &an$ingMhome &an$ing2 5<isting card ser)ices of standard chartered grind lays &an$ Daily &asis interest on deposit offered &y ("B0 5ntrance of ne* P0B6" increased competition in the mar$et /ar$et pressure for increasing the ",R /ar$et pressure for dollar crisis Political interference and go)ernment regulation #nsta&le political en)ironment of the country /ore &an$s are entering into the remittance &usiness /ore num&er of &ranches of other &an$s ha)e commenced &usiness as outlets for Gestern #nion Pri)ati7ation of go)ernment &an$s resulting in discontinuation of !! arrangement due to conflict of &usiness Rate *ar *ith "onali, IFI0, #ttara, and &an$ Asia resulting in lo*er e<change again%

Rational of the st)+y,

Statement of the *ro/lem,

It is not possi&le to $no* e)erything a&out &an$ing process *ithin this limited time period% I chose the topic to find out the customer satisfaction le)el of the organi7ation% !o find out *hat type of facility the customer *ants from the organi7ation% !his topic *ill help me to $no* the reason for 5)aluation, person *ho should &enefit from the e)aluation, *hat type of e)aluation should &e used and *hat pro&lems might &e encountered%

The general *ro/lems of National /an; Limite+

A!/ is the most *idely used in other &an$s in our country% (o*e)er, the num&ers of A!/ &ooth are )ery much limited%

+ational &an$ limited does not ha)e enough products comparing to other &an$s of our country% It is also a )ery &ig pro&lem% !he ser)ice of the &an$ is moderate, *hich is a &ig pro&lem for them%

!ro/lems from em*loyee *oint of vie>,

Delay in loan processing system Promotion steps in comple< "lo* criteria of employee moti)ation "er)ice time is limited Arrangement of training system for all employees Pay scale is )ery lo* Gor$ schedule is unorgani7ed ,ess num&er of A!/ &ooth around the country%

The *ro/lem of national /an; limite+ relate+ to e@*ort,

"ometimes the e<porters do not pro)ide full documents *ith e<port form 15EP form2 5<porters sometimes do not pro)ide the 5EP documents in right time% "o the &an$ faces pro&lem to get the e<porters full documents *ithin specified time% "ometimes customer authority ta$es time to pro)ide the documents% But the &an$ need to pro)ide the triplicate 5EP form to the Bangladesh &an$ *ithin the specified time-

The *ro/lems of National &an; limite+ relate+ to foreign remittance,

Party declaration is a )ery &ig pro&lem for the &an$ in case of foreign remittance% Because the &an$ need to pro)ide the report to Bangladesh &an$ *ithin the first fi)e days in a month% But the customers do not contact *ithin the specified% /anual system is a )ery &ig pro&lem for +ational Ban$ ,imited

Sco*e an+ +elimitation of the st)+y,

Ghile preparing the report i ha)e learned a lot a&out the Ban$ and &an$ing system situated in Bangladesh% +B, is one of the *ell $no*n &an$ing companies and I ha)e $no*n their products and different terms of their &usiness, ho* they *or$ in the field and pro)ide their ser)ices to their customers% 0ommercial Ban$ of +ational Ban$ ,td% !hese acti)ities in)ol)e the follo*ing8 >eneral Ban$ing acti)ities 0ustomer care ser)ice Ban$s product and ser)ices Accounting section6s operations etc%

But special emphasis is gi)en on the 0ustomer care ser)ices acti)ities of the &ranch In order to *rite this report I *ill *or$ for three months as an intern in +ational Ban$ ,imited 1Banani 9 11 Branch2% I *ill also collect data from other sources related to my topic *hich is mentioned in methodology% It has &ecome essential for e)ery person to ha)e some idea on the Ban$ Institutions and their financing procedure% As our educational system predominantly te<t &ased, inclusion of practical orientation program is an e<ception to the norm% From practical $no*ledge, *e *ill &e a&le to $no* real life situations and launch a career *ith some practical e<perience% /y report topic has &een selected as :0ustomer "atisfaction of +ational Ban$ ,imited;

"/:ectives of the re*ort,

!he endea)or of this report is to endo* me *ith )alua&le practical $no*ledge a&out &an$ing operations and acti)ities and analy7e the performance of the +ational Ban$ ,td% !he o&'ecti)e of the study *as to determine the customers6 perception a&out the ser)ice quality of 0ustomer care department of +ational Ban$ ,td% It ga)e the management an idea a&out the quality of the ser)ice that they are pro)iding and *ill help them to ma$e decision to impro)e that%

&roa+ "/:ectives

!o $no* the o)erall performance of 0ommercial Ban$ of +ational Ban$ ,td% !o relate theoretical understanding *ith practical occurrence in se)eral
functions of the &an$%

!o e<hi&it the acti)ities of the Ban$ing "er)ices% !o &e acquainted *ith ho* &an$ perform operations and acti)ities as
*ell as get an o)erall idea of "er)ice system of the +ational Ban$ ,td% ,td% S*ecific "/:ective, !he main o&'ect in conducting this research report is to gain practical $no*ledge apart from institutional teaching and also to acquire $no*ledge a&out the e<isting &an$ing system and practiced &an$ing system in national Ban$ ,imited% !his study *ill &e loo$ing for the follo*ing o&'ecti)es%

!o $no* a&out the )arious aspects of customer ser)ices those are pro)ided &y
+ational Ban$ ,td%

!oo see satisfactory le)el of customers a&out +ational Ban$6s ser)ices% !o find out the principles, )alues, and its strategy of running &usiness% !o get and insight into the history and operations of +ational Ban$ ,imited% !o find out the underlying functions, roles and responsi&ilities of different di)isions of national Ban$ ,imited%

!o analy7e and e)aluate the managerial performance of different di)isions% !o figure out the responsi&ilities of a &an$er6s to the issue and lead &an$ in
light of +ational Ban$ e<periences%

!o e)aluate the mar$et potentiality and competiti)e situation in the ser)ice

mar$et of Ban$er6s to the issue and lead Ban$%

Finding out the *ea$nesses of their ser)ice% /a$ing the solutions that can remo)e those *ea$nesses%

Re)ie* of related literature8

%etho+ology
In order to ma$e the report more meaningful and presenta&le, from t*o sources data and information ha)e &een collected% !his are9

Data $ollection
a2 Primary sources &2 "econdary sources a2 Primary sources of data including the follo*ing8 Face to face con)ersation *ith the institutions officers and staffs

Direct con)ersation *ith the customer% Practical des$*or$%

&2 "econdary sources of data including the follo*ing8 Annual report of +ational Ban$ ,imited #npu&lished data from the organi7ation Different pu&lications of +ational Ban$ ,imited Ge&site% +ational Ban$ ,imited Data&ase

!he e<ploratory sur)ey reached perform *ith the respondent &y door9to9door inter)ie* method *here respondents go through a questionnaire sur)ey &y ta$ing the help of respondents I constructed a )ery specific questionnaire that prepared *ith fle<i&ility to ma$e it un&iased and the sur)ey questionnaire structured &y &oth :open 9ended; and :close Hended;% In this research a con)enience sampling applied and may need 'udgmental sampling application in some condition% !his collection information presented in a graphical percentage manner &ut in standard editing and coding system% For conducting the research, I too$1 respondents as sample si7e%

=-A Limitations of the Re*ort

!he study has &een conducted to ma$e an in)estigation of the &an$Rs ser)ice oriented acti)itiesL during carrying out the study in this field, some pro&lems may &e termed as limitations of the study8 I got a short period of time to prepare the report In &an$ all employees are too &usy% It is tough to ha)e a &rea$ from their tight schedule !here are a lot of secret matters in the organi7ation% As an intern the researcher cannot reach to those secret topics% !echnological aspect8 !he report does not descri&e any technological aspect%

In some cases, up to date information *ere not pu&lished% ,ac$ of proper &oo$s, 'ournals and other elements% "ufficient records, pu&lications facts and figure are not a)aila&le, these hamper the scope of real analysis% /any procedural matters *ere *ritten from our o*n o&ser)ation, *hich may also )ary from person to person% In spite of all the limitations I fully prepare the *hole report *hile conducting the study and ma$ing of it% It has managed to end up *ell% I &elie)e that I ha)e prepared a quality report on the 0ustomer care di)ision of the system of the +ational Ban$ ,td%

7-9 $)stomer Satisfaction Level analysis

Besides e)ery quality report some research or analysis is needed%%I tried to analy7e the questionnaire through questionnaire and >raph in order to measure the o)er all ser)ice condition deli)ered &y the customer ser)ice of the &an$% !he methodology &y *hich the *hole sur)ey is analy7ed *as )ery simple and in some question I follo* ,i$ert "cale for perfection of the analysis% I also tried to represent the questionnaire through 0hart Diagram% Basically I tried to formulate the questions such a *ay that the analysis can sho* the o)er all ser)ice condition and the satisfaction le)el of the customers% !he first fourteen questions are actually a&out the o)erall performance of the customer care 0ommercial Ban$ of +ational Ban$ ,td% =- The first ?)estion is K o> +i+ yo) come to ;no> a/o)t National &an; Lt+-L

!he sources are sho*n in the ta&le8 +e*spaper 1?N "taff of the Ban$ 2DN Relati)es 1 N !a&le91 "o from this analysis I found that ?2N people came to $no* a&out this &an$ from e<ternal source% !he mar$eting structure of the +ational Ban$ ,td% goes )ery defensi)e mode% -nly 1?N customers of 1 are concern a&out +B, &y their pu&licity% "o I thin$ that the +B, should concentrate more on their ad)ertising at different media% Business /aga7ines 11N -thers ?2N

Fig8 >raphical Representation of !a&le91 7- The secon+ ?)estion of this *art is >hy the c)stomers maintaining acco)nts >ith National &an; Lt+-L Better 0ustomer "er)ice !rustful !han -ther Ban$ >ood ,iquidity (igher Interest Rate -ther Facility

BBN

1 N

DN !a&le92

7N

2BN

From the ta&le 2 I found that the customers are satisfied *ith the customer ser)ice of the +ational Ban$ ,td%% For this &asis they are maintained their accounts *ith this &an$% But as an intern I found that some customers are not happy *ith the interest rate of the &an$% If +ational Ban$ ,td% upgrade all factors concerning the ta&le then definitely deposit gro*th *ill ta$e place rapidly%

Fig8 >raphical Representation of !a&le92 9- The thir+ ?)estions of this *art is< Ehat ty*es of acco)nt yo) are maintaining >ith this /an;L

"a)ing Account

0urrent Account 2?N

Fi<ed Account

Foreign Account BN

-ther !ype of Account @N

?2N

2 N

!a&le9D >enerally +ational Ban$ ,td% is the reno*ned commercial &an$ in Bangladesh% !he customers of this &an$ are mainly maintaining sa)ing account for its smart interest rate and *ithdra*al facilities% But there are other customers li$e dealersL &usiness person6s opens current account, fi<ed deposit and foreign accounts% "tudents can easily apply for foreign remittance *ith the help of the &an$% "o in this sense sa)ing accounts are more famous for its customers%

Fig8 >raphical Representation of !a&le9D A- The forth ?)estion is >hat are the services that c)stomers en:oying from this /an;L /aintaining Deposit Account CBN Remittance Facilities 1BN 0orporate Ban$ing Facilities 1 N Personal loan and ser)ice DN -ther

7N

Ta/le5A !a&le sho*s that customers en'oy mostly &y maintaining deposit accounts *ith the help of the customer care ser)ice% !he success of the customer care ser)ice is &etter compara&le to the other ser)ice pro)ided &y this &an$% As an intern I found that remittance ser)ice is gro*ing rapidly ma$e its o*n customers% But people *ants to get personal loans that +B, does not offer for all customers% !he corporate client seems good position% "o this &an$ should focus more through its customer care ser)ice%

Fig8 >raphical Representation of !a&le9? C- The fifth ?)estion is >hat ;in+ of service c)stomer gets from c)stomer careL 5<cellent ?BN >ood A)erage 2DN AN Ta/le5C !his questionnaire is truly focused on customer care% "o it is mandatory to $no* the satisfaction of its customers% -ut of 1 people ?BN people rate customer ser)ice e<cellent% !he response is good enough to mention that +ational Ban$ ,td% focuses that their interest is al*ays their customers% -nly ?N of 1 people sho*s dissatisfactory *hich +B, tries hardly to o)ercome% "atisfactory 2 N Dissatisfactory ?N

Fig8 >raphical Representation of !a&le9B 8- The si@th ?)estion is >hat ;in+ of service it *rovi+es than other &an;sL =ery >ood D2N >ood ? N A)erage 1BN !a&le9C !a&le sho*s that +ational Ban$ ,td% ser)ice is >ood compare to the other &an$s in Bangladesh% For *ider ser)ice it increases its &ranches across the country% !he ne*est facilities are added day &y day *ith proper care% /ost importantly +ational Ban$ ,td% has its o*n corporate client *hich is )ery important no* a day% Bad 7N =ery Bad 2N

Fig8 >raphical Representation of !a&le9C

4- Do yo) thin; that the fees an+ service charges are high com*ara/le than other /an;L "trongly Agree CN Agree @N +either Agree +or Disagree 1 N !a&le97 !he ser)ice charges are lo* than other &an$s% -ut of 1 only ?CN person people &elie)e that +B, cuts reasona&le ser)ice charges compare to the other &an$s% /ost importantly it sometimes allo*s minimum charges to its respecti)e client% "o though its ser)ice is e<cellent &ut its ser)ice charge is )ery lo*% Disagree 2@ "trongly Disagree ?CN

Fig8 >raphical Representation of !a&le97 .)estion no D vie>s of the c)stomer a/o)t the /ehavior of the $)stomer $areL 5<cellent B?N >ood 2BN A)erage 2N !a&le9A -ut of 1 B?N people &elie)es that the &eha)ior of customer care is e<cellent% It offers online &an$ing facilities for its customers% -nly CN people are dissatisfied &y the customer care for their internal purpose% But most important is that it lists all complain to its mind for furthus correction% "atisfactory 1DN Dissatisfactory CN

Fig8 >raphical Representation of !a&le9A

.)estion no 6 foc)ses to its c)stomers that +o they thin; National &an; Lt+- has a >on+erf)l internal environment to +eliver the c)stomer serviceL "trongly agree 2 N agree C N +either agree nor disagree 1?N !a&le9@ Although +ational Ban$ ,td% concerns for its customers, it maintain a quality internal and e<ternal en)ironment for its customers% !he system is good% Al*ays there is a friendly atmosphere is *aiting for its customers%C N people agrees *ith this% !he &an$ also tries to impro)e its -rgani7ational &eha)ior for the customers% disagree BN "trongly disagree 1N

Fig8 >raphical Representation of !a&le9@

.)estion no =3 re?)est the c)stomer to give their vie> a/o)t *ro/lems an+ its ?)ic;ly resolving /y the $)stomer service"trongly agree D N agree +either agree nor disagree B1N CN !a&le91 Disagree 11N "trongly disagree 2N

!a&le no 1 sho*s that out of 1 , D N people strongly and B1N is agree that their pro&lems are quic$ly resol)ed &y the customer ser)ice of +ational Ban$ ,td%% Daily pro&lems are resol)ed quic$ly &y this department%!hough it has different *or$ loads and *or$ acti)ities, it offers supreme ser)ices to the customers%

Fig8 >raphical Representation of !a&le91

Iuestion no 11 inquire the customer that ho* satisfied are they *ith the ser)ice of the A!/ ser)iceO "trongly "atisfied @N "atisfied DAN +either satisfied nor dissatisfied 2N !a&le911 !he only prefera&le pro&lem in the customer care is !he A!/ ser)ice% !he customers are not truly satisfied *ith their A!/ card ser)ice% In >ulshan &ranch I ha)e discussed *ith customers *ho are dissatisfied and they told me that they found most of the time the A!/ machine is out of order and limited to different area% But important factor is that it tries to impro)e )ast A!/ ser)ice to its customers% Dissatisfied ?@N "trongly dissatisfied 2N

Fig8 >raphical Representation of !a&le911 .)estion no =7 >ants from the c)stomers a/o)t their rating for the c)stomer service of this &an;L =ery good 7BN >ood 1DN +either good nor poor 7N !a&le912 -ut of 1 people 7BN rates )ery good ser)ice and only BN rates poor% !he success poor ?N =ery poor 1N

of this &an$ seems strong in respect to its customer ser)ice% It offers )arious ser)ices to its different customers and all $inds are *ell customi7ed for the people% !he client *ho are ne*comers can easily choose their prefera&le ser)ice% !he ma<imum success for the customer care is &ecause of this%

Fig8 >raphical Representation of !a&le912 Iuestion no 1D focused the customers need a&out further impro)ement of the customer care% "trongly Agree 11N Agree B1N +either Agree nor disagree 1BN !a&le91? !a&le sho*s that B1N people *ants to impro)e its customer care *ith multi dimensional acti)ies%+o* a days customers *ants more ser)ices *ith security% +ational Ban$ ,td% pro)ides e<cellent ser)ices to its customers% !he clients *ant to ma$e more account *ith this &an$ for )arious purposes% "o customers care should come *ith ne* features and ne* multidimensional products and gi)e impro)ed ser)ices% Disagree 2 N "trongly Disagree DN

Fig8 >raphical Representation of !a&le91?

Fin+ings

Ghile doing my Internship Program I could find some pro&lems faced &y the customers% In case of +ational Ban$ ,td% ,imited, the customer information quality is not satisfactory enough according to the perceptions of the customers% ,ac$ of information a&out the 0ustomer &an$ing "er)ices, customer usually ha)e to face hesitation for the right information for the right authori7ed officer% !he accounting system of general &an$ing is not that much efficient and too sho* ser)er to *or$% In case of ma$ing of )oucher, officer has found that sometimes they mista$e on proper )oucher *riting and the proper amount% +ational Ban$ ,td% partially automate their operations, so many *or$s are still done &y manually% -n the other hand, most of the &an$s automate *hole acti)ities, *hich ma$e their *or$ easier and faster% "ome customers do not understand ho* to fill up the account6s opening form% Refusing to pro)ide introducer or photo for opening accounts% 0heques, deposit slips are not *ritten properly and for that reason it is quite frequently seen that these instruments are &een returned from the clearing house% "ome customers are not interested or not a&le to *rite D%D%, !%!%, pay order )oucher% And they also don6t $no* that Ban$ must cut some commissions *hile issuing the DD, P-, !!, etc% "ometime customers miss &eha)e *ith the employees and stuffs ,ac$ of education and of adequate $no*ledge of general &an$ing peoples in our country are not interested in in)ol)ing Ban$ acti)ities% 0ustomers are not satisfied *ith the A!/ ser)ices of the Ban$% /ost of the cases the machine is out of order and the technicians are not a)aila&le%

Recommen+ation,

Recommendation of these report has &een made on &asis of the research findings of the o)erall &an$ing of national &an$ limited% *ith my little e<perience in &an$, I o&ser)ed and find out some aspect of their &an$ing% -n the &asis of my o&ser)ation I *ould li$e to recommend the follo*ing recommendation8 /anagement should focus more on quic$ ser)ice, empathy, duration of loan repayment, card issues and loan processing time to ensure o)erall customer satisfaction, as this has &een statistically pro)en% !he &an$ has to increase their ad)ertisement and also increase their social acti)ities% !hey ha)e to go *ith the people6s needs and demands% !hey ha)e to e<plore their name to the people that e)ery one can $no* a&out +ational Ban$ ,td%% In this time there is so much competition &et*een each other that a single step can change the all direction% !oday6s people are )ery much *illing to do &an$ing, *hich one is near to them% "o if the num&er of &ranches *ill not increases than it can lose the customer% 0ontinuous monitoring . e)aluation on application of internal . e<ternal control system, audit policy, policy of financial ris$s, e<isting rules . regulation 1internal . e<ternal2, and International Financial Reporting "tandards 1IFR"s2 and Bangladesh Ban$ rele)ant circulars ha)e &een follo*ed% Ban$ing is a ser)ice9oriented mar$eting% Its &usiness profit depends on its ser)ice quality% !hat6s *hy the authority al*ays should &e a*are a&out their ser)ice quality% 5mployees must gi)e indi)idual attention to consumer and efficiency should &e ensured% 0ustomer ser)ice should &e pleasant and prompt% "peed in general &an$ing acti)ities and made quic$ Product of >eneral &an$ing acti)ities should &e increased and customi7ed *ith customer6s preference% /ore officer need to &e employed +B, management should &e a*are of factors such as cash or cheque deposit, pay order or DD and sa)ing interest rate *hich ha)e negati)e influence on o)erall customer satisfaction as they are essential elements% +B, can purpose to go)ernment high officials and can ma$e a &etter relationship *ith them to get go)ernment find in order to $eep cost of fund lo*%

+B, management may in)est more in interest sensiti)e asset &y ta$ing deposit of short term and lend for long to reduce gap &et*een its interest ate sensiti)e assets and interest rate sensiti)e lia&ilities% +B, can upgrade the interest rate to their e<isting depositor and can reduce the interest rate of loans ad)anced for their e<isting )alued client !he &an$ should adopt more technological de)ices to pro)ide &etter ser)ices +eed to increase the num&er of A!/ &ooths%

0onclusion8
+ational &an$ limited has positi)e image itself as the local &an$s among third generation &an$% +ational &an$ limited is committed to $eep up its promise to pro)ide cordial ser)ices in &a$ing to its )alued customers% +B, management has

al*ays put special effort to uphold the interest and trust of their customers% +B, is initiating ne* products and concentrating on the consumer demand that is dra*ing a difference &et*een +B, *ith other third9generation &an$s% !his research has pro)ided some interesting insight into *hat $ind of ser)ice the customers gi)e importance to and *hat quality they get from +B,% It is quit o&)ious from the research that the customers requirements are not fully met and they are )ery dissatisfied *ith some of the aspects of the &an$ 1loan interest rate, different ser)ice charges, con)enience location, organi7ed processing etc%2 again the research rele)ant that only one third of customers *here more of less satisfied *ith the ser)ices of the &an$ and more than half of the respondents *ere on the neutral side of satisfaction line% +B, should attract this half and &ring then to the positi)e side of the road so that strong relationship *ith the customers can &e maintained% In order to retain competiti)e edge, in)estment in technology is al*ays a top arenda and under constant focus% 4eeping the net*or$ *ith in a reasona&le limit, +B, strategy is to ser)e the customers through capacity &uildings across multi deli)ery channels% !hey are &etter placed and poised to ta$e customers through fast changing times and ena&le them compete more effecti)ely in the mar$et they operate% !he main purpose of this report is to study :0ustomer "atisfaction -f +ational Ban$ ,imited; considering all the attri&utes *hich influence customers should &e more effecti)e for them% Due to the significantly important of those factors they can compete in the mar$et in the near future%

ReferenceH&i/liogra*hy

 National &an; Limite+ (N&L)Js Brochures, ,eaflets and -perational /anual% $ommercial &an; %anagement 1Bth 5dition2 Research %etho+ology 12nd 5dition2
Ann)al Re*ort of National &an; Limite+ (N&L)

!eter Rose

$- R- 'othari Jear9

@. year 2 1

Ee/ Site of National &an; Limite+ (N&L)

***%national&an$ltd%com

%anaging $ore Ris;s in &an;ing 0redit Ris$ /anagement &an; Re*orts on &an;s

&angla+esh

A!!ENDIM

Dear Respondent, I am a student of American International #ni)ersity 9 Bangladesh% I am going to Analy7e the 0ustomer "atisfaction of +ational Ban$ ,imited% !his study is only for use of my academic purpose and the pro)ided information *ill &e treated confidentially% !han$ you in ad)ance for your $ind cooperation%

.UESTI"NNAIRE

Please read the questions carefully and just put a tick 1 S 2 in the respective answer and kindly give your judgments where necessary. 1% (o* do u come to $no* a&out +ational Ban$ ,imitedO a% +e*spapers &% "taff of the c% Relati)es d% Business maga7ines c% -thers 2% Ghy the customers maintaining accounts *ith +ational Ban$O a% Better customer ser)ice &% !rustful than other &an$s c% >ood liquidity d% (igher interest rate e% -ther facility D% Ghat types of account you are maintaining *ith this &an$O a% "a)ing account &% current account c% fi<ed account d% Foreign account

e% -ther type of account ?% Ghat are the ser)ice that customers en'oying from this &an$O a% /aintaining deposit account &% Remittance facilities c% 0orporate &an$ing facilities d% Personal loan and ser)ice e% -thers% B% Ghat $ind of ser)ice customers get from customer careO a% 5<cellent &% >ood c% A)erage d% "atisfactory e% Dissatisfactory% C% Ghat $ind of ser)ice it pro)ide than other &an$sO a% =ery good &% >ood c% A)erage d% Bad e% =ery &ad 7% Do you thin$ that the fees and ser)ice charges are high compara&le than other &an$sO a% "trongly agree &% Agree c% +either agrees +or disagrees d% Disagree

e% "trongly Disagree A% =ie*s of the customer a&out the &eha)ior of the customer careO a% 5<cellent &% >ood c% A)erage d% "atisfactory e% Dissatisfactory% @% Focuses to its customer that do they thin$ +ational Ban$ ,td has a *onderful international en)ironment to deli)er the customer ser)iceO a% "trongly agree &% Agree c% +either agree +or disagree d% Disagree e% strongly disagree 1 % Request the customer to gi)e their )ie* a&out pro&lems and its quic$ly resol)ing &y the customer ser)iceO a% "trongly agree &% Agree c% +either agree +or disagree d% Disagree e% "trongly disagree 11% Inquire the customer that ho* satisfied are they *ith the ser)ice of the A!/ ser)iceO a% "trongly satisfied &% satisfied c% +either satisfied +or satisfied d% Dissatisfied

e% "trongly dissatisfied% 12% Gants from the customers a&out their rating for the customer ser)ice of this &an$O a% =ery good &% >ood c% +either good +or poor d% Poor e% =ery poor% 1D% Focused the customers need a&out further impro)ement of the customer careO a% "trongly agree &% Agree c% +either agree +or agree d% Disagree e% "trongly disagree%