Table of contents

Chapter No. Particulars Page No.

Introduction
1.1 Introduction
Chapter– 01 1.2 Origin of the Report
1.3 Scope of the study 1-2
1.4 Objectives of the study
1.5 Limitations of the study
Methodology of the study
2.1 Methodology of the study
2.2 Hypothesis
Chapter– 02 2.3 Collection of Data
2.4 Sample frame
2.5 Sample size 3-6
2.6 Questionnaire Development
2.7 Sample Questionnaire
Organizational Overview
3.1 An overview of National Bank Limited
3.2 VISION
Chapter– 03 3.3 MISSION
3.4 Core values of NBL
3.5 Bank’s Commitments
3.6 Company Objectives
3.7 Functions of NBL
3.8 Five Years Performance of National Bank at a Glance
3.9 Company Organogram
3.10 NBL Board of Directors 7 - 21
3.11 Division of NBL
3.12 Corporate Culture
3.13 Organogram of NBL, Mohakhali Branch
3.14 Customer Services of NBL
3.15 Products and Services
3.15.1 Deposit Products
3.15.2 Credit / Loan Products
3.15.3 NBL ATM Service
3.15.4 NBL Others Service
3.15.5 Online Banking Service
A comparative scenario of NBL with DBL
4.1 Five Years Performance of the Dhaka Bank at a Glance
Chapter- 04 4.2 Comparison of Interest Income between NBL and DBL
4.3 Comparison of the total Deposit between NBL and DBL
22 - 25
4.4 Comparison of the total Loan & Advances between NBL and DBL
4.5 Comparison of Net Profit after Tax between NBL and DBL
SWOT Analysis of National Bank
5.1 SWOT Analysis of NBL
Chapter- 05 5.1.1 Strength
5.1.2 Weakness 26
5.1.3 Opportunity
5.1.4 Threats

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 My Job at NBL, Mohakhali Branch
6.1 Preface
6.2 Nature of the Job
Chapter- 06 6.3 Responsibilities & Learning 27
6.4 Observations
Chapter- 07 Graphical Presentation and Findings 28 - 34

Chapter- 08 Conclusion and Recommendations 35 - 36

References 37

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 Chapter-01
1.1 Introduction
There are different types of banks like Central bank, Commercial bank, Savings bank,
Investment bank, Merchant bank, Co-operative bank etc. But when we use the term bank it
generally means “commercial bank” that is one which is concerned with accepting deposit
of money from the public, repaying on demand or otherwise and withdraw able on demand
or otherwise and employing the deposits in the form of loan and investment to meet the
financial needs of business and other classes of society.

National Bank Limited, a leading financial organization of the country achieved

significant growth in all areas of business up to the year 2022. National Bank Limited was
born as the first hundred percent Bangladeshi owned Bank in the private sector. From the
very inception, it was the firm determination of National Bank Limited playing a vital role
in the national economy.

The then President of the People's Republic of Bangladesh Justice Ahsanuddin

Chowdhury inaugurated the bank formally on March 28, 1983, but the first branch at 48,
Dilkusha Commercial Area, Dhaka started commercial operation on March 23, 1983. The
2nd Branch was opened on 11th May 1983 at Khatungonj, Chittagong.

At present, NBL has been carrying on business through its 221 branches & 33 sub
branches spread all over the country. Since the very beginning, the bank has exerted much
emphasis on overseas operations and handled a sizable quantum of homebound foreign
remittance. It has drawing arrangements with 415 correspondents in 75 countries of the
world, as well as with 37 overseas Exchange Companies located in 13 countries; the bank
has grown in racing bike with the country's growing economy.

1.2 Origin of the Report

As practical course is an integral part of the BBA degree I was deputed by Jagannath
University to National Bank Limited to take real life experience of the activities of
banking. In this regard an organization Attachment at Mohakhali Brach of National
Bank Limited has been given to me a period of 03 months. During this period I learned
how the host organization works with the help of the internal supervisor. This report is
originated to fulfill the requirement of the assign project internship report on Customer
Satisfaction Level Analysis of National Bank Limited.

1.3 Scope of the study

In National Bank Limited, Mohakhali Branch I get much facilities because of existing
employee of the branch.

a) Many helpful colleagues who give me lot of information.

b) Assistance of local management at any time.
c) Internet and bank website is very much upgrade.
d) Supply of the required data.
e) Easy access and work in any unit of the branch.
1
1.4 Objectives of the study
The aim of the study is to conduct an investigation on the customer service of National
Bank Limited to identify the customer satisfaction level of the bank.

Broad Objective:

The broad objective of the study is “Customer Satisfaction Level Analysis of National
Bank Limited.”

Specific Objectives:

We have some specific objectives also. Those are –

1. To find out what factors contribute to customer satisfaction in the banking

industry.
2. To develop mechanisms for accurate measurement of customer satisfaction.
3. Review existing literatures on models of customer satisfaction and correlate this
with the existing study.
4. To extend current understanding of customer satisfaction.
5. Provide certain recommendations based on the findings and analysis of the
research.

1.5 Limitations of the study

The internship report was not free from limitations. I faced some problems during the
study, which I am mentioning them as below:

a) Lack of time: I had to complete this report within a very short span of time that
was not sufficient for investigation. Because only opinion from 68 clients of the
bank is not sufficient to took any decision. But because of time shortage it is not
possible to do the survey more than that number of respondents.

b) Lack of Supervision: As the officers were busy with their daily work, they could
provide me very little time. Sometimes, they didn’t want to supervise due to
pressure of work load.

c) Restricted Information: There are various information the bank officer didn’t
provide due to security and other corporate obligations. Even they do not allow
me to use their computer for the security reason.

d) Other limitation: As I am a newcomer, there is a lack of previous experience in

this concern. And many practical matters have been written from my own
observation that may vary from person to person. On the other hand I have
worked only in one branch of NBL what gives me a narrow segment of
information.

Due to technical and networking problem, sometimes the software system of National
Bank Limited got slow. That times all transactions become stop. No one can deposit cash
or withdraw cash from the cash counter. Officers cannot entry any data.

2
 Chapter-02
Methodology of the study
2.1 Methodology of the study
The report will be descriptive in nature. The information will be collected from both
primary and secondary sources of data. Regarding the information required will collect
within the organization from the Mohakhali Brach of National Bank Limited. The findings
of this study will be analyzed and provide in verbal, tabular and graphical form. Statistical
methods will be used to determine sample size and test the hypotheses.
2.2 Hypothesis
Hypothesis 1:
Null Hypothesis (H0): 50% customers are satisfied about the environment of the bank.
Alternative Hypothesis (H1): More than 50% customers are satisfied about the
environment of the bank.
Hypothesis 2:
Null Hypothesis (H0): 60% customer thinks that the staffs of the bank are not efficient.
Alternative Hypothesis (H1): Less than 60% customer thinks that the staffs of the bank are
not efficient.
Hypothesis 3:
Null Hypothesis (H0): 60% respondents among the customers thinks that the service
quality of ATM machine of the bank is not good.
Alternative Hypothesis (H1): Less than 60% respondents among the customers thinks that
the service quality of ATM machine of the bank is not good.
Hypothesis 4:
Null Hypothesis (H0): 50% customers do not believe in the security system of the bank.
Alternative Hypothesis (H1): Less than 50% customers do not believe in the security
system of the bank.
Hypothesis 5:
Null hypothesis (H0): Respondents among the customers thinks that the service quality of
the bank is not good.
Alternative hypothesis (H1): Respondents among the customers thinks that the service
quality of the bank is good.
2.3 Collection of Data:
Primary Data:
Primary data will be collected through depth interview with organizational experts and
surveying the market.
 Practical banking work.
 Personal discussion with the officers and executives of NBL.
 Personal interview with the customer.
3
Secondary data:
Secondary data sources can be –
 Study on daily activities of Mohakhali Brach of National Bank Limited.
 Online data from NBL website.
 Published or unpublished or personally collected data from Officers, Local officers
and Mohakhali Brach of the National Bank Limited.
 Different journal regarding National Bank.

2.4 Sample frame

According to the demographic characteristics of that segment, the sample frame will be
defined as follows-
 Age 12 to 53 above
 Both male and female
 Students, job holders, businessman, housewife.
 NBL Mohakhali Branch.

2.5 Sample size

Sample size determination is a crucial issue of any research. This research is an
quantitative research designed to get insight and better understandings to the problem.
Primarily the sample size will be 68.
z2
We know, sample size, n = D2  p (1 – p).
Where, n = sample size, D = margin of error and p = probability. Under 90%
confidence level, and 10% margin of error (D) we get the critical value (z) is
1.64, where the probability (p) is 50%. So, from the above equation of
finding the sample size we get,
z = 1.64, D = 10% = 0.1, p = 50% = 0.5
From where we get,
(1.64)2
(0.1)2  0.5 (1 – 0.5)
n =
2.6896
0.01  0.5  0.5
=
= 268.96  0.25
= 67.24
= 68
So, our sample size have to be 68 to get a proper result about the customer
satisfaction.

2.6 Questionnaire Development

A questionnaire is developed to collect required information from the respondents and that
is already approved by you. The questionnaire will reveal the information necessary to
understand the customer satisfaction level. This questionnaire will also reveal necessary
information to test the developed hypotheses. The survey of 68 respondents will be
conducted to identify the activities of the customers.
4
2.7 Sample Questionnaire

Customer Satisfaction Level Analysis of National Bank Limited

(Thank you for being a part of this survey. Your response or any individual question on
the survey is voluntary, You will not be individually identified and your responses will be
used for statistical purpose only)

Part-1
Respondent Personal Information :
A. Name: …………………………………………………………………………….
B. Sex: Male Female
C. Age: 12-18 19-25 26-32 33-39 40-46 47-53 53-Above
D. Occupation: Student Business Service Other
Part-2
Please tick () the points you think are most appropriate:

1. The account opening process of National Bank is efficient.

Strongly disagree Disagree Neutral Agree Strongly agree

2. You did not have to wait for a long time at customer service to open an account.

Strongly disagree Disagree Neutral Agree Strongly agree

3. The bankers and staffs of National Bank are sincere about your service concern.

Strongly disagree Disagree Neutral Agree Strongly agree

4. You were given enough information about your accounts regularly.

Strongly disagree Disagree Neutral Agree Strongly agree

5. There are enough officers on duty in the bank.

Strongly disagree Disagree Neutral Agree Strongly agree

6. The officers at customer service correctly answered your required inquiries.

Strongly disagree Disagree Neutral Agree Strongly agree

7. The staff and employees of the bank are helpful and cordial.

Strongly disagree Disagree Neutral Agree Strongly agree

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8. The officers at customer service responded at your cal promptly.

Strongly disagree Disagree Neutral Agree Strongly agree

9. You had confidence and trust on the officers at customer service.

Strongly disagree Disagree Neutral Agree Strongly agree

Thanks a lot for giving your valuable time to me.

6
 Chapter-03
Organizational Overview
3.1 An overview of National Bank Limited
National Bank Limited has its prosperous past, glorious present, prospective future and
under processing projects and activities. Established as the first private sector bank fully
owned by Bangladeshi entrepreneurs, NBL has been flourishing as the largest private sector
Bank with the passage of time after facing many stress and strain. The members of the
board of directors are creative businessmen and leading industrialists of the country. To
keep pace with time and in harmony with national and international economic activities and
for rendering all modern services, NBL, as a financial institution, automated all its branches
with computer networks in accordance with the competitive commercial demand of time.
Moreover, considering its forth-coming future, the infrastructure of the Bank has been
rearranging. The expectation of all class businessmen, entrepreneurs, and the general public
is much more to NBL. At present, NBL has 221 branches and 33 sub branches. In addition,
their effective and diversified approach to seize the market opportunities is going on a
continuous process to accommodate new customers by developing and expanding rural,
SME financing and offshore banking facilities.

National Bank Limited was born as the first hundred percent Bangladeshi owned Bank in
the private sector. From the very inception, it was the firm determination of National Bank
Limited playing a vital role in the national economy. The then President of the People's
Republic of Bangladesh Justice Ahsanuddin Chowdhury inaugurated the bank formally on
March 28, 1983, but the first branch at 48, Dilkusha Commercial Area, Dhaka started
commercial operation on March 23, 1983. The 2nd Branch was opened on 11th May 1983
at Khatungonj, Chittagong.

At present, NBL has been carrying on business through its 221 branches & 33 sub branches
spread all over the country. Since the very beginning, the bank has exerted much emphasis
on overseas operations and handled a sizable quantum of homebound foreign remittance. It
has drawing arrangements with 415 correspondents in 75 countries of the world, as well as
with 37 overseas Exchange Companies located in 13 countries. NBL was the first domestic
bank to establish agency arrangements with the world famous Western Union in order to
facilitate quick and safe remittance of the valuable foreign exchanges earned by the
expatriate Bangladeshi nationals. This has meant that the expatriates can remit their hard-
earned money to the country with much ease, confidence, safety and speed.

NBL was also the first among domestic banks to introduce international Master Card in
Bangladesh. In the meantime, NBL has also introduced the Visa Card and Power Card. The
Bank has in its use the latest information technology services of SWIFT and REUTERS.
NBL has been continuing its small credit program for disbursement of collateral free
agricultural loans among the poor farmers of Barindra area in Rajshahi district for
improving their livelihood.

7
Since its inception, the bank was aware of complying with Corporate Social Responsibility.
In this direction, NBL has remained associated with the development of education,
healthcare and have sponsored sporting and cultural activities. During times of natural
disasters like floods, cyclones, landslides, we have extended NBL hand to mitigate the
sufferings of victims. It established the National Bank Foundation in 1989 to remain
involved with social welfare activities. The foundation runs the NBL Public School &
College at West Dhanmondi where present enrolment is 1140. Besides awarding the
scholarship to the meritorious children of the employees, the bank has also extended
financial support for their education. It also provided financial assistance to the Asiatic
Society of Bangladesh at the time of their publication of Banglapedia and observance of 400
years of Dhaka City.

The Transparency and accountability of a financial institution are reflected in its Annual
Report containing its Balance Sheet and Profit & Loss Account. In recognition of this, NBL
was awarded Crest in 1999 and 2000, and Certificate of Appreciation in 2001 by the
Institute of Chartered Accountants of Bangladesh.

3.2 VISION
Ensuring highest standard of clientele services through best application of latest information
technology, making due contribution to the national economy and establishing ourselves
firmly at home and abroad as a front ranking bank.

3.3 MISSION
Effort for expansion of our activities at home and abroad by adding new dimensions to our
banking services are being continued unabated. Alongside, we are also putting highest
priority in ensuring transparency, accountability, and improved clientele service as well as
to our commitment to serve the society, through which we want to get closer and closer to
the people of all strata. Winning an everlasting seat in the hears of the people as a caring
companion in uplifting the national economic standard through continuous s up gradation
and diversification of our clientele services in line with national and international
requirements is the desired goal we want to reach.

3.4 Core values of NBL

1. Continuous Self : Continuous learning self-challenge and strive make ways for self-
Improvement improvement of workforce at NBL.
2. Quality : NBL offers hassle free better service timely.
3. Teamwork : Interaction, open communication and maintaining a positive attitude
reflect NBL’s commitment to a supportive environment based on
teamwork.
4. Performance Driven : In NBL, customers and employees are judged in terms of their
performance.
5. Open : NBL builds customer relationships based on integrity and respect.
Communication NBL offers a full line of products and excellent service.
6. Integrity : NBL protects and safeguards all customer information treats
everyone in an equitable and consistent manner.

8
3.5 Bank’s Commitments
With the mission to become a dependable client focused financial institution in the country
by proving service with trust and integrity.

 Carrying ourselves at work:

 Discipline
 Integrity
 Sincerity
 Caring
 Creativity

 In serving the Bank:

 Loyalty
 Total commitment & dedication
 Excellence through teamwork

 In serving Customers:

 Customer-first
 Quality-focus
 Credibility & secrecy

3.7 Functions of NBL

The functions of National Bank Limited are as follows:

 The main task of the NBL is to accept deposited from various customers through
various accounts.
 Provides loans on easy terms and condition.
 It creates loan deposit.
 The bank invest it fund into profitable sector
 It transfers money by Demand Draft (DD), Pay Order (PO) and Telegraphic Transfer
etc.
 The bank is doing the transaction of bill of exchange, Cheque etc. on behalf of the
clients.
 NBL assists in the Foreign Exchange by issuing Letter of Credit.
 The bank insures the securities of valuable documents of clients.
 It brings the increasing power of dimension of transaction.
 Above all, NBL helps the businessmen financially by giving discount facility for bill
of exchange and by providing the facility of Letter of Guarantee.

9
3.8 Five Years Performance of National Bank at a Glance
(Taka in million)
Particulars 2017 2018 2019 2020 2021
Income Statement
Interest Income 22,546.17 27,911.30 34,703.59 34,339.27 30,846.93
Interest Expenses 16,107.01 19,407.09 24,247.71 26,118.08 29,452.67
Non-Interest Income 9,606.41 7,213.33 5,200.51 7,969.47 7,801.10
Non- Interest Expenses 5,779.71 6,498.37 6,871.99 6,984.96 7,101.86
Profit before Tax & 10,265.87 9,219.18 8,784.40 9,205.70 2,093.49
Provision
Profit after Tax 4,696.01 4,100.31 4,164.35 3,485.54 195.28
Balance Sheet
Authorized Capital 30,000.00 30,000.00 30,000.00 50,000.00 50,000.00
Paid-up Capital 23,704.53 26,549.08 29,203.99 30,664.19 32,197.40
Reserve fund & Surplus 16,666.29 18,260.27 19,833.57 21,394.52 19,746.15
Total Shareholder’s Equity 40,370.82 44,809.35 49,037.56 52,058.71 51,943.54
Deposits 272,771.32 315,206.03 366,298.51 430,747.95 473,103.89
Loans & Advances 248,467.15 314,507.26 360,769.74 408,510.60 445,287.71
Investment 60,338.45 57,869.85 62,877.82 73,737.30 83,804.94
Fixed Asset include 3,217.85 2,780.98 3,009.46 3,942.48 3,728.06
non-banking asset)
Total Assets 350,760.83 407,227.40 463,574.78 529,052.55 575,060.76
Foreign Exchange Business

Import 88,477.30 90,579.63 99,501.40 103,577.86 115,579.07

Export 42,877.60 50,282.23 54,544.76 45,154.36 53,938.36
Remittance 38,262.10 40,743.36 37,953.98 33,504.22 33,656.16

3.9 Company Organogram

National bank limited is a centralized organization and operates its activities are designed
on the basis of traditional banking business, such as credit, international division,
investment, administration, and operation etc. NBL has a formal organizational structure
that is highly specialized and centralized. The whole organizational structure is given
below-

10
 CHAIRMAN

Managing Director (MD)

Deputy Managing Director (DMD)

Executive Vice President (EVP)

Senior Vice President (SVP)

Vice President (VP)

Assistant Vice President (AVP)

Senior Principal Officer (SPO)

Principal Officer

Senior Executive Officer

Executive Officer

First Executive Officer

Junior Officer

Staff

3.10 NBL Board of Directors

The following are members of the NBL Board of Directors:

SL Name : Designation
1. Mrs. Monowara Sikder : Chairman
2. Ms. Perveen Haque Sikder, MP : Director
3. Alhaj Khalilur Rahman : Director
4. Mr. Moazzam Hossain : Director
5. Mr. Ron Haque Sikder : Director
6. Mr. Zakaria Taher : Director
7. Mr. Mabroor Hossain : Director
8. Lt. Gen. Md. Shafiqur Rahman : Director
9. Mr. Md. Naimuzzaman Bhuiyan Mukta : Independent Director
10. Mr. Murshid Khuli Khan : Independent Director
11. Mr. Md. Mehmood Husain : Managing Director & CEO

11
In National Bank Limited, the board of directors has been conceived as the sources of all
power headed by its chairman. The board of directors of the bank consists of 11 members
who are reputed business personalities and leading industrialists of the country.

3.11 Division of NBL

 Audit & inspection Division
 Board Secretariat
 Budget & Monitoring Division
 Credit Division
 Classified Loan Recovery Division
 Financial Administration Division
 General Banking Division
 Human Resources Division
 Information System & Technology Division
 International Division
 Law & Recovery Division
 Marketing Division
 Merchant Banking Division
 Public Relations Division (PRD)
 Branch Control & Expansion Department (BCED)
 Protocol Division
 Reconciliation Division
 System & Operations Division
 Off-shore Banking Unit

3.12 Corporate Culture

National Bank Limited is one of the most disciplined banks with a distinctive corporate
culture. Here they believe in shared meaning, shared under sting and shared sense making.
Audit & Inspection Department (AID):
This division works directly under the control of the managing director. This division is
responsible to arrange periodical internal audit in each branch to conduct special audit, and
to follow-up and monitor the banks overall activities.
Public Relation Department (PRD):
Another important division under administration department is public relation division. The
main activities of this division are as follows:
1. Circulation of important notices
2. Issuance of power of attorney to the officers of the bank.
3. Customer service
4. Legal affairs
5. General correspondence within Bangladesh
6. Cash affairs of the bank

12
Operational Department (OD):
Under the operational department the following divisions of National Bank limited conduct
their respective works.
1. Credit division
2. Investment division
3. International division
4. Card division
5. Treasury operation division
6. Computer and Engineering division
Financial Administration Department (FAD):
This division can be called as the central accounts division because all the account related
are done here.
Marketing Division:
Marketing division is directly related to the marketing of the bank’s products and services to
the customers. It takes all the arrangements in deposit mobilization, customer service related
activities and all other marketing related activities.
Branch Control & Expansion Department (BCED):
The duties of this division are to preparing test key arrangement among the branches to
maintain inter branch accounts and overall control of the branches.
Training Division:
The division is also charges with the responsibility for charting out career paths and
planning for career succession. The division will ensure that each and every staff is
accorded and receive full consideration for developmental opportunities to enhance their
competencies, leadership skills and for career advancement.
Off-shore Banking Unit:
Offshore Bank is a Bank located outside the country of residence of depositors, typically in
the low tax jurisdiction (or tax haven) that provides financial and legal advantage. Offshore
banking Unit, a separate business unit of National Bank Limited, is governed under the
Rules and guideline of Bangladesh Bank. The bank obtained the Offshore Banking
permission vide letter No. BRPD/(P-3)744(97)/2008-2005 dated June 2008. The unit
commenced its operation from September, 2008 and its office is located at 9 Mohakhali,
Dhaka. The second unit of the Offshore Bank started its operation in November 2016 and its
office is located at 48, Dilkusha, Dhaka.

13
3.15 Products and Services
NBL products are given below –
3.15.1 Deposit Products:
 Current Deposits (CD A/C)
Current Deposits (CD A/C) is a running A/C where a customer can draw money
frequently/continuously. Funds of CD A/C shall be payable on demand. Bank does
not allow any interests on Current Deposit Account. Current Deposit Account are
generally opened by Business men, Public Institutions, Corporate Bodies & other
organizations. National Bank Limited provides the following types of current
account:
 Current account for individual (There must be a nominee)
 Joint current account (There must be a nominee)
 Proprietorship current account: It may be CD A/C (Current Proprietor A/C)
 Savings A/C
Savings accounts are opened to encourage the people to save money and collect their
savings. Benefits –
 Interest rate of 2.00% on minimum monthly balance
 Minimum balance Tk. 1000
 Maintenance charge yearly Tk. 600, No hidden costs
 Double Benefit Account
Under the revised rate of interest of Double Benefit Account (DBA) effective from 01
October, 2022 the Deposited amount will be doubled in 08 Years 06 months instead of 10
years, the effective rate of which is 8.50 % p.a. Double Benefit Account (DBA) can be
opened at multiple of Tk.1,00,000.00 (One Lac) without any upper limit.

 Luxury Savings Deposit Scheme (LSDS)

The Monthly Installment of Luxury Savings Deposit Scheme (LSDS) is shown in below:
Tenure Monthly Installment Terminal Value (in Tk.)
(Amount in Tk.) @ 6.75% p.a.
2 Years 97,250.00 2,500,000.00
3 Years 65,200.00 2,600,000.00
4 Years 49,080.00 2,700,000.00
5 Years 39,350.00 2,800,000.00

 

14
 Century Deposit Scheme

Benefit Features:
 The period of the deposit is 100 days.
 The revised interest rate will be 7.25% p.a. with effect from 05 June 2022 instead of
6.00% p.a.
 The initial amount can be Tk. 50,000.00 or above.
 Sonar Bangla Amanot

Benefit Features:
 The period of the deposit is 45 days.
 The revised interest rate will be 7.00% p.a.
 The initial amount can be Tk. 50,000.00 or above.
 SHWAPNO
The Monthly Installment of Shwapno Deposit Scheme is shown in below:
Tenure Monthly Installment Terminal Value (in Tk.)
(Amount in Tk.) @ 6.75% p.a.
2 Years 3,900.00 1,00,000.00

 NBL MONTHLY SAVINGS SCHEME (NMS)

The Monthly Installment of NBL Monthly Savings Scheme (NMS)is shown in below:

Terminal Value (in Taka)

Monthly
Installment 3 Years 5 Years 8 Years 10 Years

(in Taka) (@6.00% p.a.) (@6.50% p.a.) (@7.00% p.a.) (@7.25% p.a.)
100.00 3,944.00 7,072.00 12,778.00 17,435.00

15
 500.00 19,720.00 35,360.00 63,890.00 87,175.00
1,000.00 39,440.00 70,720.00 127,780.00 174,350.00
1,500.00 59,160.00 106,080.00 191,670.00 261,525.00
2,000.00 78,880.00 141,440.00 255,560.00 348,700.00
3,000.00 118,320.00 212,160.00 383,340.00 523,050.00
5,000.00 197,200.00 353,600.00 638,900.00 871,750.00
10,000.00 394,400.00 707,200.00 1,277,800.00 1,743,500.00

 Millionaire Deposit Scheme (MDS)

The revised Monthly Installment as per revised Rate of Interest of NBL Millionaire Deposit
Scheme:
Monthly Installment Investment Period Terminal Value (in
(in Tk.) Tk.) @ 7.25% p.a.
18,000.00 4 Years
11,150.00 6 Years 1,000,000.00
6,630.00 9 Years
4,420.00 12 Years

 FC DEPOSIT
National Bank Limited gives the opportunity to maintain foreign currency account through
it's Authorized Dealer Branches.
RESIDENT FOREIGN CURRENCY (RFC) DEPOSIT
 No initial deposit is required to open the account.
 The rate of interest shall be one quarter percent (0.25%) less than the rate at which
interest is paid on balances of bank in their foreign currency clearing accounts
maintained with Bangladesh Bank.
 They will get interest on daily product basis on the credit balance (minimum balance
of US$ 1,000/- or GBP 500/- at least for 30 days maintaining in the account.
NON-RESIDENT FOREIGN CURRENCY (NFC) DEPOSIT
 NFCD Account can be opened for One month, Three months, Six months and One
Year through US Dollar, Pound Starling, Japanese Yen and Euro.
 The initial minimum amount of $1000 or 500 Pound Starling or equivalent other
designated currency.
 Interest is paid on the balance maintain in the account. The interest –on deposit into
this account is exempted from tax payable under income tax ordinance.

16
 NBL AAMAR ACCOUNT
Benefit Features:
1. Interest bearing frequent transactional account for all individual customers.
2. The Interest Rate of this product will be 2.00% P.A.
Operation of Account:
1. The account shall be operated like a special Current Deposit Account.
2. The initial deposit requirement for opening the account will be Tk.1,000/- only.
3. Minimum balance of Tk.500/- to be maintained in the Account.
4. No interest will be given for any month if interest amount comes below Tk.100/-
 School Banking Account (SBD)

In order to build up the tendency of savings by students as well as engage students in the
banking services, NBL always encourage opening of School Banking Accounts. The
applicable rate of interest on School Banking Deposits will be 2.50% p.a. with effect from
February 01, 2022.

 Monthly Earning Scheme (MES)

Benefit Features
1. The period of the deposit will be 1 Year, 3 Years and 5 Years.
2. The revised Interest rate will be 7.20% p.a. with effect from 01 February 2023
instead of 6.60% p.a.
3. The benefit/interest shall be credited to the Depositor’s Account on the last working
day of the month.
4. Credit facilities up to 80% of the deposited amount will be allowed against lien on
balance of the account at the prevailing rate of interest of Bank.
The payment schedule of Monthly Earning Scheme [MES] of all different periods 1 Year, 3
Years & 5 Years with effect from 01 February 2023 will be as follows:

Deposit Amount Monthly Interest Net Payable (Tk.) Net Payable (Tk.)
(Tk.) (Tk.) @ 7.20% p.a. After 10% Tax After 15% Tax
100,000.00 600.00 540.00 510.00
500,000.00 3,000.00 2,700.00 2,550.00
1,000,000.00 6,000.00 5,400.00 5,100.00
1,500,000.00 9,000.00 8,100.00 7,650.00
2,000,000.00 12,000.00 10,800.00 10,200.00

17
 Apon Thikana Shanchoy Prakalpa (ATSP)
The Revised Monthly Installment of ATSP Deposit Scheme:
Tenure Monthly Installment Terminal Value (in Tk.)
(Amount in Tk.) @ 6.75% p.a.
5 Years 42,150.00 3,000,000.00
8 Years 27,680.00 3,500,000.00
10 Years 23,555.00 4,000,000.00

 SHADHINOTA: A BI-MONTHLY INCOME SCHEME

Benefit Features
 The period of the deposit is 2 years.
 The Beneficiary will receive Tk. 600.00 as interest in every 2 (Two) Months against
every Tk. 50,000.00 initial deposit. i.e. total 12 interest payments will be made in 02
(Two) Years and the initial deposit will be repaid upon expiry of the term.
 Deposit can immediately be liquidated in FULL at any point of time. No penalty will
be charged for early encashment.

Initial Deposit Bi-Monthly Interest Amount Net Payable (Tk.) Net Payable (Tk.)
Amount (Tk.) (Tk.) @ 7.20% p.a. after 10% TAX after 15% TAX
50,000.00 600.00 540.00 510.00
100,000.00 1,200.00 1,080.00 1,020.00
150,000.00 1,800.00 1,620.00 1,530.00
200,000.00 2,400.00 2,160.00 2,040.00

3.15.2 Credit / Loan Products:

1. Retail Credit
a. Any purpose Loan (Limit up to Tk.10.00 lac without collateral)
b. Consumer Durables Loan (Limit up to Tk.5.00 lac without collateral)
c. Professional Loan (Limit up to Tk.10.00 lac without collateral)
d. Education Loan (Limit up to Tk.5.00 lac without collateral)
2. SME Finance
a. NBL Small Business Loan (Limit up to Tk.5.00 lac without Collateral)
b. NBL Festival Small Business Loan (Limit up to Tk.3.00 lac without
Collateral)
c. NBL Weavers Loan (Limit up to Tk.5.00 lac without Collateral)
d. NBL Nari Jagaran (Limit up to Tk.5.00 lac without Collateral)
e. NBL Nobo Uddog Loan (Limit up to Tk.25.00 lac, up-to Tk. 10.00 lac
without Collateral)
f. NBL Trinamul Uddog Loan (Limit up to Tk.0.50 lac without Collateral)

18
 3. Trade Finance
a. Import: The bank support import functions through Letter of Credit (LC)
and Loan against Trust Receipt (LTR).
b. Export: To support the export functions, the Bank provides the following
facilities
i. Pre-shipment Finance through Back to Back Letter of Credit, Export
LC (Advising & Transfer), EDF Loan, Over Draft (OD) and Packing
Credit (PC).
ii. Post-shipment Finance through Export Bill Purchase, Export Bills for
Collection, Local Documentary Bills Purchase (LDBP) / Foreign
Documentary Bills Purchase (FDBP).

4. Working Capital Finance

a. Funded: Over Draft (OD), Cash Credit (Hypothecation), Loan against Trust
Receipt (LTR), Short Term Loan, Demand Loan.
b. Non-Funded: Bank Guarantees, Letter of Credits as best suited to client’s
liquidity requirement and risk profile.

5. House Building Finance

a. Long Term “NBL Housing Loan” to construct or purchase residential
building or apartment and
b. Medium Term “Small House Loan” for repair, renovation, extension etc. of
existing building or apartment.
6. Agriculture Finance
a. Agriculture and Rural Credit
b. Daridra Mukti
3.15.3 NBL ATM Service
National Bank Limited has introduced ATM service to its Customers. The card will
enable to save our valued customers from any kind of predicament in emergency
situation and time consuming formalities. NBL ATM Card will give our
distinguished Clients the opportunity to withdraw cash at any time, even in
holidays, 24 hours a day, 7 days a week. Western Union Money Transfer Joining
with the world's largest money transfer service "Western Union", NBL has
introduced Bangladesh to the faster track of money remittance. Now money transfer
between Bangladesh and any other part of the globe is safer and faster than ever
before.
 Debit Card & Credit Card
NBL Visa Debit card can be used as an ATM card at any VISA ATM across the
world, as well as for making purchases at merchant locations. NBL Visa Debit card
is extremely versatile and simple to use. Just customers need to swipe and sign to
make a purchase, the way one does with a credit card. It allows them the

19
convenience of paying for their purchases directly from the bank account, without
having to carry any cash.
Through its Credit Card, National Bank Limited has not only initiated a new scheme but
also brought a new life style concept in Bangladesh. Now the dangers and the worries of
carrying cash money are memories of the past.

MasterCard VISA
Platinum DUAL Platinum DUAL
Gold DUAL Gold DUAL
Classic DUAL Classic DUAL

3.15.4 NBL Others Service

 Daily Activities of NBL as Clearing
Clearing is one of the important jobs of a bank. To run the banking business
smoothly and to provide serve to customer, every bank has to collect cheques, POs,
Drafts, etc. In a word, we can say, the bank needs to collect or pay money on behalf
of its A/c holder against A/c payee instruments. The process by which way the bank
collects or pays the money is called clearing.
There are two kinds of Clearing as:
 Outward Clearing
 Inward Clearing
 Foreign Exchange
Various services regarding foreign exchange provided by NBL can be segregated
into four broad categories.
 Import
 Letter of Credit (L/C)
 Export
 Foreign Remittance

Foreign Inward Remittance: The remittance in foreign currency, which is received

from outside the country to our country is known as Foreign Inward Remittance.
Foreign Outward Remittance: Foreign Outward Remittance is funds remitted to
overseas on behalf of the client.
NBL is an authorized dealer of American Express T/C. at the same time; they can
sell T/C and dollar. Every morning they get a telex from the Head Office, which
carries the rate of the foreign currency transaction of the day. The payment to the
customer is made instantly by debiting “foreign bill purchase” account.

20
3.15.5 Online Banking Service:
National Bank is playing a pioneering role among its competitors in providing real time
online banking facilities to its customers. National Bank online banking offers a customer to
deposit or withdraw any sum of money from any branch anywhere. Any account holder
having a saving account with the bank can avail this service.
Pay Order:
NBL provide this type of service. When clients want to give money to others for any
purpose they can give pay order. It is safe because they should not carry the money and the
receivers can encash the money. There is no option for dishonor, the client have to deposit
money before do PO. The commission of the PO is given below:

Amount Commission
Upto 1,000 Tk. 23
1,001-100,000 Tk. 58
100,001- Above Tk. 100

Demand Draft (DD) Issue:

Sometimes customers use demand draft for the transfer of money from one place to another.
It is must need for sending money outside Dhaka city. NBL charges .15% commission on
the face value of DD as service charge.

SWIFT Services:
The Society for Worldwide Inter-bank Financial Telecommunication or S.W.I.F.T. is a
worldwide community. 7,800 financial institutions in 200 countries connected to one
another through SWIFT. In their own word SWIFT "consistently delivers quantifiable
business value and proven technical excellence to its members through its comprehensive
messaging standards, the security, reliability and five nines availability of its messaging
platform and its role in advancing STP. The guiding principles of SWIFT are clear: to offer
the financial services industry a common platform of advanced technology and access to
shared solutions through which each member can build its competitive edge."
The SWIFT code of National Bank Ltd. is NBLBBDDH XXX BIC.

21
 Chapter-04
A comparative scenario of NBL with DBL
4.1 Five Years Performance of the Dhaka Bank at a Glance
(Taka in million)
%
Particulars 2017 2018 2019 2020 2021 change
over 2020

Income Statement
Interest Income 13,715 13,715 21,590 17,714 14,914 -16%
Interest Expense 10,336 13,409 17,040 13,996 10,394 -26%
Net Interest Income 3,379 5,577 4,550 3,718 4,520 22%
Investment Income 2,884 2,200 2,568 3,554 3,446 -3%
Commission, Exchange and 2,877 2,900 3,421 2,699 3,336 24%
Brokerage
Operating Income 9,376 10,877 10,800 10,165 11,558 14%
Operating Expenses 4,171 4,313 4,701 4,958 4,931 -1%
Operating Profit (profit before 5,205 6,564 6,099 5,207 6,628 27%
provision and tax)
Provision for Loans, 2,365 3,621 2,998 2,025 2,514 24%
Investments and other Assets
Profit Before Tax 2,839 2,944 3,101 3,182 4,114 29%
Tax Including Deferred Tax 1,344 1,585 1,529 1,152 2,058 79%
Profit After Tax 1,395 1,359 1,571 2,030 2,056 1%
Balance Sheet
Authorized Capital 10,000 10,000 10,000 10,000 10,000 0%
Paid-up Capital 7,223 8,126 8,532 8,959 9,496 6%
Shareholders' Equity 15,245 16,616 17,211 18,792 20,242 8%
Deposits 170,035 197,189 204,530 205,667 230,417 12%
Borrowings 21,534 26,680 27,725 32,999 44,565 35%
Loans & Advances 154,017 180,626 195,635 198,660 215,459 8%
Investments 23,182 27,620 36,682 39,445 49,124 25%
Fixed Assets 4,263 4,906 5,080 9,021 8,955 -1%
Earning Assets 187,004 223,630 242,137 247,417 283,026 14%
Total Assets 229,453 273,976 285,009 295,337 335,351 14%
Total Liabilities 214,208 257,360 267,799 276,545 315,109 14%
Total Off-balance Sheet Items 98,122 136,871 132,383 130,877 191,377 46%
Foreign Exchange Business
Import Business 130,573 158,344 151,121 124,010 221,940 79%
Export Business 103,043 125,167 130,156 95,335 140,480 47%
Inward Foreign Remittance 10,806 12,176 10,385 10,385 25,367 61%
Guarantee Business 27,585 37,731 38,640 48,487 43,773 -10%

22
4.2 Comparison of Interest Income between NBL and DBL

40,000.00

34,703.59

34,339.27
30,000.00

30,846.93
27,911.30
22,546.17
20,000.00

21,590

17,714

14,914
13,715
13,715
10,000.00
0.00
2017 2018 2019 2020 2021

NBL DBL

Figure-1: Comparison of Interest Income between NBL and DBL

NBL DBL %
2017 22,546.17 13,715 64.39
2018 27,911.30 13,715 103.51
2019 34,703.59 21,590 60.74
2020 34,339.27 17,714 93.85
2021 30,846.93 14,914 106.83

Interpretation: From the graph and comparison table, it is clear that the interest income of
NBL is higher than DBL. It always maintains more than 50% and the last year in 2021, the
interest income of NBL is 106.83% higher than the DBL.
4.3 Comparison of the total Deposit between NBL and DBL

600,000.00
473,103.89

400,000.00
430,747.95
366,298.51
315,206.03
272,771.32

204,530

205,667
197,189

230,417

200,000.00
170,035

0.00
2017 2018 2019 2020 2021

NBL Deposit DBL Deposit

Figure-2: Comparison of the total Deposit between NBL and DBL

NBL DBL
Deposit Deposit %
2017 272771.32 170035 60.42
2018 315206.03 197189 59.85
2019 366298.51 204530 79.09
2020 430747.95 205667 109.44
2021 473103.89 230417 105.33

Interpretation: From the graph and comparison table, it is shows that the National Bank
holds more deposit than Dhaka Bank. In 2020 and 2021 it crosses 109.44% and 105.33%
than DBL.

23
4.4 Comparison of the total Loan & Advances between NBL and DBL

500000

445287.71
400000

408510.6
360769.74
300000

314507.26
248467.15
200000

215459
195635

198660
180626
154017
100000
0
2017 2018 2019 2020 2021

NBL Loan & Advances DBL Loan & Advances

Figure-3: Comparison of the total Loan & Advances between NBL and DBL
NBL Loan DBL
& Loan &
Advances Advances %
2017 248467.15 154017 61.32
2018 314507.26 180626 74.12
2019 360769.74 195635 84.41
2020 408510.6 198660 105.63
2021 445287.71 215459 106.67

Interpretation: From the graph and comparison table, it is shows that the National Bank
provides more loan & advances than Dhaka Bank. The Loan & Advance amount of NBL
increase rapidly from 2017 to 2021. In 2020 and 2021 it crosses 105.63% and 106.67% than
DBL.

4.5 Comparison of Net Profit after Tax between NBL and DBL

6,000.00
2,056
2,030
4,696.01

4,000.00
1,571
4,164.35
1,395

1,359
4,100.31

3,485.54

195.28

2,000.00

0.00
2017 2018 2019 2020 2021

NBL DBL

Figure-4: Comparison of Net Profit after Tax between NBL and DBL

NBL DBL %
2017 4696.01 1395 236.63
2018 4100.31 1359 201.72
2019 4164.35 1571 165.08
2020 3485.54 2030 71.70

24
 2021 195.28 2056 -90.50

Interpretation: From the graph and comparison table, it is shown that the Net Profit after
Tax of NBL is chronologically decreasing than DBL from 2017 to 2021. And finally in
2021, the net income of NBL decreases a large amount. It decrease 90.50% than DBL. So it
can say, the last year the net income position is not satisfied.

The overall performance of NBL is better than DBL. Unfortunately, the net income of NBL
decrease in 2021 due to Corona and others effects. It hope that the National Bank comes
back their regular performance.

25
 Chapter-05
SWOT Analysis of National Bank Limited.
5.1 Strength:

• Good management.
• A bulk of qualified and experienced human resource is the strength of NBL
• Brand name.
• The sponsor firms.
• Good customer service capabilities.
• Better product quality offer to the customer.
• Fully computerize and online banking.
• Foreign Remittance

5.2 Weakness:

• More focus on Dhaka and Chittagong.

• The company gives online banking service but only cash tractions.
• Deposit is more than the advances.
• NBL has not that much good market share then the other commercial bank.
• Poor Marketing Strategy.
• Less number of ATM booths.

5.3 Opportunity:

• Branch expansion.
• Business expansion.
• Expanding the company’s product line to meet a broader range of customer needs.
• Start 24-hour banking

5.4 Threats:

• Other commercial bank and the multi-national companies.

• Political instability and corruption are threatening Bangladesh’s economy.
• Natural disaster.
• ATM booths of Dutch Bangla Bank Limited

26
 Chapter-06
My Job at NBL, Mohakhali Branch
6.1 Preface:
During my internship program I had a lot of fun, but most importantly I realized how to
work under the pressure of responsibilities. This practical orientation is necessary for the
development and preparation of a person before entering into the corporate world. The
things that I have learned at National Bank are:
1. Meaning of responsibility
2. Necessity of commitment
3. Punctuality and regularity is very important
4. Ability to interact with different sorts of people
6.2 Nature of the Job:
The job was really hard at GB. I also had to hear a lot of complaints from the customers. At
first I was demoralized. But later on I learned how to deal with it.
6.3 Responsibilities & Learning:
The activities are given below:
1. Receiving cheques and pay order vouchers.
2. The process of account opening and closing.
3. Preparing KYC, TP.
4. Assisting the person who works on auditing.
5. Assisting customers with necessary information.
6. Collecting necessary papers from customers such as- photocopy of National ID card,
Passport, Trade License etc.
7. Delivering Cheques and Debit cards.

6.4 Observations:
It was very interesting working at National Bank. The people there are really nice and
talented. The things that I have noticed and observed are:

 Work is never left pending for the next day unless it is absolutely necessary.
 The work process could be made faster with better operating systems and Intranet
Networking System.
 A good job performance is always praised which motivates the employees.
 There is always a rush of customers on this branch so the number of transaction is
high. Thereby, the employees remain very busy throughout the day.
 The work activities are always set and divided for each of the employees. Each and
every employee has a certain set of responsibilities. He/she carries out those
responsibilities throughout the day. It is also easy to assign duties that way.
Moreover, I often saw everyone help each other out.

27
 Chapter-07
Graphical Presentation and Findings
Here, if we analyze the answers given by our 68 respondents we will get a clear concept
about the perception of the customers about National Bank Ltd. Here we will describe about
the analysis of the answers according to the consequence of the questions.
1. The account opening process of National Bank Ltd. is efficient.
Strongly disagree Disagree Neutral Agree Strongly agree Total
3 8 13 32 12 68
4.4% 11.8% 19.1% 47.1% 17.6% 100%

50.00%
40.00% 47.10%
30.00%
20.00%
10.00% 19.10% 17.60%
11.80%
0.00% 4.40%
Strongly Disagree Neutral Agree Strongly agree
disagree

Figure 1: Account opening process is efficient

Customer first get the service at branch is account opening. This is the first impression a
customer get at a bank. So the procedure need to good for any bank. Here in the case of
National Bank Ltd. we find that the customers are very much happy with the efficiency of
the account opening process of National Bank Ltd. Customers are satisfied.
2. You did not have to wait for a long time at customer service to open an account.
Strongly disagree Disagree Neutral Agree Strongly agree Total
2 13 3 43 7 68
2.9% 19.1% 9.1% 58.5% 10.3% 100%

58.50%
60.00%

40.00% 19.10%
20.00% 9.10% 10.30%
2.90%
0.00%
Strongly Disagree Neutral Agree Strongly
disagree agree

Figure 2 : Need to wait for a long time

Now a days, time is the first concern for anybody in the busy life. Everybody wants to save
money anyway. As bank is a service provider so they need to be very much time concern.
We found here National Bank is very much concern about this. Near about 70% customer

28
think that National Bank is good enough about the time taking for doing any work or for
providing any service.
3. The bankers and staffs of National Bank are sincere about your service
concern.
Strongly disagree Disagree Neutral Agree Strongly agree Total
2 26 9 29 2 68
2.9% 38.2% 13.2% 42.6% 2.9% 100%

2.90% 2.90%
Strongly disagree
38.20% Disagree
42.60%
Neutral
Agree
Strongly agree
13.20%

Figure 3 : Concern about service

Service should be the first priority for any service provider company. Bank should also
concern about this. Though some of the customers are not satisfied with the service but
most of the customers of National Bank are highly satisfied.
4. You were given enough information about your accounts regularly.

Strongly disagree Disagree Neutral Agree Strongly agree Total

4 24 21 17 2 68
5.9% 35.3% 30.9% 25.0% 2.9% 100%

40.00%

30.00% 35.30%
30.90%
20.00% 25.00%

10.00% 2.90%
5.90%
0.00%
Strongly disagree Disagree Neutral Agree Strongly agree

Figure 4 : Provide enough information about account

Customers will be attracted if they find that their need in the product of the bank. Different
customers need different need. So a bank should plan their product according to the need of
the different customers. Somebody wants to get some benefit instantly and some customers
think that they should store their benefit for the future. So providing they correct and
enough information accordant to their choice is necessary. The staffs of National Bank are
doing well in this sector.

29
 5. There are enough officers on duty in the bank.
Strongly disagree Disagree Neutral Agree Strongly agree Total
1 5 6 24 32 68
1.5% 7.4% 8.8% 35.3% 47.1% 100%

47.10%
50.00% 35.30%
40.00%
30.00%
20.00% 7.40% 8.80%
10.00% 1.50%
0.00%
Strongly Disagree Neutral Agree Strongly
disagree agree

Figure 5 : Enough officers on duty

If officer or employees are not enough in a branch of a bank they will not be able to provide
enough information and service to their customers. So it is necessary to have enough
employees in the branch. Customers are agreed strongly that National Bank is good in this
sector.
6. The officers at customer service correctly answered your required inquiries.
Strongly disagree Disagree Neutral Agree Strongly agree Total
5 31 13 17 2 68
7.4% 45.6% 19.1% 25.0% 2.9% 100%

2.90% 7.40%
25.00% Strongly disagree
Disagree
Neutral
45.60% Agree
19.10% Strongly agree

Figure 6 : Answer the required inquiries

Customers will be appreciated if they got their answers from the employees about their
queries. Having enough employees are not good enough for the branch of a bank they need
to answer correct about the queries of the customers what National Bank fail I think. As
some of the customers of this branch are new they don’t know information about the
product and services of the bank. They need to know from other staffs of the bank after
having any difficulties.
7. The staff and employees of the bank are helpful and cordial.
Strongly disagree Disagree Neutral Agree Strongly agree Total
0 20 1 35 12 68
0.0% 29.4% 1.5% 51.5% 17.6% 100%

30
 60.00%

51.50%
40.00%

29.40%

1.50%

17.60%
0.00%
20.00%
0.00%
Strongly Disagree Neutral Agree Strongly
disagree agree

Figure 7 : Employees are helpful and cordial

The employees of the bank have to be helpful and cordial. They need to behave very well
and sometimes beyond customers expectation. National Bank’s staffs are doing well here
that they help their customers.
08. The officers at customer service responded at your call promptly.
Strongly disagree Disagree Neutral Agree Strongly agree Total
32 25 4 5 2 68
47.1% 36.8% 5.9% 7.4% 2.9% 100%

7.40% 2.90%
5.90% Strongly disagree
Disagree
47.10% Neutral
Agree
36.80% Strongly agree

Figure 8 : Customer service response punctually

Customer service call centre is very much important for any bank. National Bank
maintaining a call centre where some customer service manager answer the queries of the
customers. As the call center service is new some customer found some difficulties in this
service. National Bank need to improve this service as soon as possible.
09. You had confidence and trust on the officers at customer service.
Strongly disagree Disagree Neutral Agree Strongly agree Total
1 27 2 36 2 68
1.5% 39.7% 2.9% 52.9% 2.9% 100%

100.00% 39.70% 52.90%

50.00% 1.50% 2.90% 2.90%
0.00%
Strongly Disagree Neutral Agree Strongly
disagree agree

Figure 9 : Trust the officers at customer service

31
Trust is a must. If a person trust upon bank employee customers feel free to do banking with
that person. In this section customers are confused that most of the customers believe that
they are trustworthy while some people thinks that may be they are not trustworthy.
10. Your cheque book and ATM card was delivered carefully and efficiently.
Strongly disagree Disagree Neutral Agree Strongly agree Total
8 40 2 13 5 68
11.8% 58.8% 2.9% 19.1% 7.4% 100%

80.00%
58.80%
60.00%
40.00%
19.10%
20.00% 7.40%
11.80% 2.90%
0.00%
Strongly Disagree Neutral Agree Strongly agree
disagree

Figure 10 : Cheque book and ATM card delivered carefully and efficiently
This cheque book and ATM card delivery system of National Bank is efficient. Cheque
book, ATM card and ATM card PIN are given by three different person in the branch and
the customers think that their service is efficient as well as fast enough and they are very
much happy about this service.
11. The bank environment is peaceful and comfortable.
Strongly disagree Disagree Neutral Agree Strongly agree Total
0 12 2 36 18 68
0.0% 17.6% 2.9% 52.9% 26.5% 100%

100.00%
0.00% 17.60% 52.90%
2.90% 26.50%
0.00%
Strongly Disagree
disagree Neutral
Agree
Strongly
agree

Figure 11 : The bank environment is peaceful and comfortable

Customers believe that the environment of the bank is nice and comfortable. They feel good
while they enter in the branch and they like to visit the branch often. The sitting
arrangement is good and here we found a lounge where customers can wait there for a long
time what is situated beside the branch. So they believe that the environment is peaceful
also.
12. ATM machine is in good working condition.
Strongly disagree Disagree Neutral Agree Strongly agree Total
11 32 3 8 14 68
16.2% 47.1% 4.4% 11.8% 20.6% 100%

32
 20.60% 16.20% Strongly disagree

11.80% Disagree
4.40% Neutral
47.10%
Agree
Strongly agree

Figure 12 : ATM machine is in good condition

ATM card users of the bank found that the ATM machine is good enough and their working
condition is excellent but they are complaining about the number of ATM machine is not
good enough. If they want to draw money from their account through ATM machine they
can’t get it easily or any nearer location. So the customers want National Bank to establish
more ATM machine.

13. Bank security is satisfactory.

Strongly disagree Disagree Neutral Agree Strongly agree Total
1 20 14 28 5 68
1.5% 29.4% 20.6% 41.2% 7.4% 100%

41.20%
50.00%
29.40%
40.00%
20.60%
30.00%
20.00% 7.40%
1.50%
10.00%
0.00%
Strongly Disagree Neutral Agree Strongly
disagree agree

Figure 13: Bank security is satisfactory

Though customers can not have any clear view about the security of the vault money in the
branch as they have two reference of bank theft what were situated in BRAC bank and
Sonali Bank but they are satisfied about the internal security of the bank.
14. Overall, you are satisfied with the service you received.
Strongly disagree Disagree Neutral Agree Strongly agree Total
1 3 4 46 14 68
1.5% 4.4% 5.9% 67.6% 20.6% 100%

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 1.50% 4.40% 5.90%

20.60% Strongly disagree

Disagree
Neutral
67.60%
Agree
Strongly agree

Figure 14 : Customers are satisfied

Overall, after having all the service concern, product, facility the customers of the National
Bank are very much happy about the service of the bank. They want to carry their banking
with this bank further more for a long time while some people are not agree with them as
they find some more benefits in other bank. But satisfied customers are very much higher
than the dissatisfied customers.

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 Chapter-08
Conclusion and Recommendations
CONCLUSION

Banking sector occupies an important place in a nation’s economy. As an

organization National Bank Ltd. has earned the reputation of top banking operation
in Bangladesh. The organization is much more structured compared to any other
bank operating local or foreign in Bangladesh. Before my internship I have no idea
about corporate environment and banking. Now after completing my internship
period and my report on it I got practical experience on banking and corporate world.
It provides me with a realistic work preview and offered practical, supervised
learning experience. I hope, in spite of my all limitations, this experience of sharing
work is with such working environment will help me a lot in professional life.

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 RECOMMENDATIONS

 National Bank should open more branches in different areas. Because in many
important area they does not have any.

 They should increase their branches in other district also to reach more
customers.

 NBL is running online business very successfully but they should open more
ATM booths to meet customer needs and to be in the competitions.

 National Bank Limited have savings account NBL Graduate for the students. But
they can offer different deposit schemes for college and university student.

 They add more products and service based on market demand and grab other
market also.

 NBL should encourage their customer to give their feedback about their service.

 National Bank Limited should arrange a lot of training schedules, workshop and
seminars for its existing employees to make them more efficient and effective.

The report gave valuable insights as to where improvements were necessary to improve
the quality of service. National Bank Limited with its strong corporate image and
organizational strengths can successfully utilize the presented based for improvements.

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 References
Reports and publication:

 Annual Report of the National Bank Limited for the year 2017, 2018, 2019, 2020 and 2021.
 Bangladesh Bank Guidelines
 National Bank Ltd., Guidelines Manual
 National Bank Ltd., Daily Affairs of Mohakhali Branch
 General principle of Loan and Advance.
 Deposit and Loan products list, Questionnaire, other documents of NBL provided by Md. Suman
Mallik, First Executive Officer, National Bank, Mokhakhali.

Books:

 Debnath, Dr. RM. (2004), Business of Banking, 2nd edition, Nabajuga prokashoni, Dhaka.
 Retail Loan product's book. (Including loan features)

Others:

 Website, The National Bank Limited, http://www.nbl.com.bd/

 Website, Bangladesh Bank, www.bb.org.bd
 BRPD Circular Bangladesh Bank

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