It gives me great pleasure to present to you my internship report on Customer Satisfaction Measurement of National Bank Limited. Khairul Bashar Shaon, a Master of Business Administration (MBA) student with an ID major in Marketing from Daffodil International University, Bangladesh, would like to solemnly declare that an internship report on Customer Satisfaction Measurement of National Bank Limited “has been authentically done by me drawn up. I am also indebted to him for his scientific and constructive suggestion, which was of great help in preparing this report on “Measuring Customer Satisfaction of National Bank Limited (NBL)”.
In chapter three consists of THE SCENARIO REGARDING CUSTOMER SATISFACTION OF NATIONAL BANK LTD.BANGLADESH. Rahman, (Advisor), Faculty of Business & Economics, Daffodil International University and Mr.Shawkat Ali (Principal), National Bank Limited were elected. The objective of the study was to determine the loyalty of the consumers about the management nature of the Customer Care Bureau of National Bank Ltd.
Discovery and assessment of consumer loyalty issues in the transfer of national bank administration to the general population. Understand the depositor's obligations to the issuing and lead bank in light of meetings with the national bank.
Scope of the Study
Methodology of the Study
Limitations of the Study
Profile of National Bank Limited (NBL)
NBL was the leading domestic bank that built organizational game plans with the world-renowned Western Union in order to encourage fast and secure settlement of profitable long-distance trades acquired by deported Bangladeshi nationals. NBL was also the first among the residential banks to introduce global Master Card in Bangladesh. The bank has at its disposal the latest data innovation administrations of SWIFT and REUTERS.
Credits and advances remained at Tk 92003.56 million during the year under report which was Tk. National Bank, has now acquired the quality and ability to help preserve the money of outside speculators. In addition to supporting exemplary young workers, the bank has additionally extended budget assistance for their training.
In recognition of this, NBL was awarded Crest in 1999 and 2000, and a Certificate of Appreciation in 2001 by the Institute of Chartered Accountants of Bangladesh. The bank has a solid group of highly qualified and experienced experts, together with an efficient board of directors that assumes an essential task in detailing and actualizing strategies.
Vision
Mission
Corporate information at a Glance
Banking System
Objectives of NBL
Products and Services
After joining the world's largest cash exchange benefit "Western Union", NBL has made Bangladesh the faster track for cash settlement. Currently, Bangladesh and another piece of the globe is safer and faster than ever before in recent memory before cash exchange. Cash transfer from anywhere in the world to Bangladesh through NBL - Western Union Money Transfer Service is imaginable in an instant.
General Banking (Practical Work)
Executive Committee of NBL
The following table of all the offices of the People's Bank will help you to have a specific address of the branch with the area, telephone number, direction number, SWIFT code and other relevant data. Clicking on the names of each region will give you another summary of the branches in that specific country, etc., each branch name will show you add the branch details specifically.
Corporate Social Responsibility (CSR) of NBL
Clicking on any region name will give you another summary of branches in that specific language, etc., any branch names will show that you are summarizing information on branches separately. the association works a lot for the betterment of the general public. By increasing business activities and business network, NBL constantly creates new areas of employment every year. from the very beginning and has striven to create a work culture that inspires and motivates employees. The Bank aims to make it a "best place" to work by creating a healthy, exciting, caring and suitable environment for all levels of its employees.
To fulfill the social welfare obligations, National Bank Limited was established in 1989. National Bank Public School and College in Moghbazar, Dhaka was built by NBL where about 997 students are considering the school segment from 1st class to class. 10, not only that, it also has an assembly area, while 121 sub-groups are provided. In 2010, 93 undergrads appeared in the SSC exam and 92 appeared in the H.S.C exam and they scored 100% pass in both the exams.
NBL also granted subsidy to the splendid poor children who are not ready to quit under education cost and contributed Tk. In the midst of regular calamities, National Bank Limited has continuously extended its assistance and has remained of the defenseless individuals. It constantly has refreshingly different kinds of fairs, celebrations and different social affairs put together by different private or open departments.
Chairman
Director
Independent Director
Managing Director and
Organogram of Mohammadpur branch
SCENARIO REGARDING THE CUSTOMER SATISFACTION OF NATIONAL BANK LTD. BANGLADESH
They send surveys or make phone calls to a random sample of their ongoing customers to discover how they feel about different parts of their organization's execution. Companies should agree with customers who have stopped buying or who have switched to another supplier as to why this happened. Observation tools can be processed where no other methods are applicable, or in addition to other methods.
At the point when customers assess their fulfillment with a component of the organization's execution, state transfer, they need to realize that customers will vary by the way they characterize major transportation. One thing to remember is that if customers realize that the organization will make a special effort to satisfy customers4, some customers may express great disappointment (regardless of whether they are satisfied) in requesting more concessions.
Findings Of The Survey
The willingness of the employees to help the customers is not so satisfactory due to mass marketing.
Analysis and Interpretation of Data
According to the service quality survey rating score, 8% of the customer said it is excellent, 64% of the customer said it is good, 18% of the customer said it is fair and the last 10% said it is poor. When the customers were asked about the profit given by NBL in response to this question, 44% said it is good, 84% said it is fair, 10% said it is poor.
Profit given by the Bank
On the Investment Facilitation score provided by IBBL, in response to this question, 16% of the customer said excellent, 70% of the customer said it is good, 10% said it is fair and the last 4% said it is poor. On the point of Bank's customer relationship, 4% of customers said it is excellent, 24% of customers said it is good, 56% said it is fair and the last 16% said it is poor. In the score of Bank's sincerity in solving customer problem, 8% of customers said that it is excellent, 40% of customers said that it is good, 40% said that it is fair and the last 12% said that it is poor. .
Regarding the bank's prompt customer service, 10% of customers said it was excellent, 60% of customers said it was good, 20% said it was fair, and the last 10% said it was bad.
Bank's in time service to the customer
In terms of the willingness of the Bank's employees to help customers, 12% of customers claim that it is excellent, 64% of customers said that it is good, 20% said that it is fair and the last 4% said that it is weak. . On the point that customers feel safe in transactions with this bank, 40% of customers said it is excellent, 44% of customers said it is good, 16% said it is fair. This is the reason that the specialist should be aware of the quality of their administration.
The reserve should be kept at the standard dimension; may be moved based on support, but may not exceed 25% of the salesperson's salary. Therefore, this innovation should be used to improve the bank's reliance on information technology (IT). It is one of the most modern banks due to the best money management it provides to its customers.
It is constantly looking for ways and increasing profitability to stay focused on the market. It takes on an essential role in improving human resources and opening new businesses. Various budgetary parameters have been taken into account to assess the money related performance of this bank and it has been found that National Bank Limited is a fast growing bank which is consistently performing excellently in all areas of this investigation.
To reduce the default rate, to keep up with this rate of development and improvement, they currently have to be gradually careful about what their customers need and should be increasingly vigilant while offering credits to the customers. For the promotion of the business condition, NBL keeps itself busy to serve the general public, to improve the way of life of the general population. 2002), Financial Statement Analysis, Pearson Education, 2nd ed.
