Assignment on Customer Satisfaction Survey of NCC Bank Ltd

Introduction

National credit and commerce bank Ltd. (NCCBL) bears a unique history of its own. The organization started its journey in the financial sector of the country as an investment company back in 1985. The aim of the company was to mobilize resources from within and invest them in such way so as to develop country’s Industrial and Trade Sector and playing a catalyst role in the formation of capital market as well. Its membership with the bourse helped the company to a great extent in this regard.

Customer Satisfaction Survey of NCC Bank Ltd

This study was deal with the NCCBL’s banking service and Customer expectation level, their need and want & Future potential assessment of NCC bank limited.

Customer Satisfaction Survey of NCC Bank Ltd. Dhanmondi Branch

Questionnaire for the Customer

 

Name…………………………………..                    Age………………………………….

Sex…………………………                Occupation…………………………..

 

 

1. Service Charge of NCC Bank in respect of all Schemes is……….

  • Quite Justified
  • Justified
  • Moderate
  • Unjustified
  • Quite Unjustified

 

2. Interest rate of NCC Bank is……………….

  • Quite Justified
  • Justified
  • Moderate
  • Unjustified
  • Quite Unjustified

 

3. Bank maintains strong privacy to the flow of information towards the clients………….

  • Strongly Agree
  • Agree
  • Normal
  • Disagree
  • Strongly Disagree

 

4. The Behavior of Staffs of the Branches are Friendly…………

  • Strongly Agree
  • Agree
  • Normal
  • Disagree
  • Strongly Disagree

 

5. The overall Customer Service is…………

  • Excellent
  • Good
  • Average
  • Below Average
  • Poor

Responses of the Customers

1. Service Charge of NCC Bank in respect of all Schemes is……….

 

Respondents Response

Number Of Customers

Percentages

Quite Justified

15

30%

Justified

10

20%

Moderate

25

50%

Unjustified

00

00%

Quite Unjustified

00

00%

 

2. Interest rate of NCC Bank is……………….

 

Respondents Response

Number Of Customers

Percentages

Quite Justified

05

10%

Justified

25

50%

Moderate

15

30%

Unjustified

05

10%

Quite Unjustified

00

00%

 

3. Bank maintains strong privacy to the flow of information towards the clients………….

 

Respondents Response

Number Of Customers

Percentages

Strongly Agree

35

70%

Agree

05

10%

Normal

05

10%

Disagree

05

10%

Strongly Disagree

00

00%

 

4. The Behavior of Staffs of the Branches are Friendly…………

 

Respondents Response

Number Of Customers

Percentages

Strongly Agree

35

70%

Agree

10

20%

Normal

05

10%

Disagree

00

00%

Strongly Disagree

00

00%

 

5. The overall Customer Service is…………

Respondents Response

Number Of Customers

Percentages

Excellent

25

50%

Good

20

40%

Average

05

10%

Below Average

00

00%

Poor

00

00%

SUMMARY

National Credit and Commerce Bank Ltd. (NCCBL) is the break new ground in the private aerial bank market in Bangladesh. National Credit and Commerce Bank Ltd is a banking company registered under the Company Act, 1913. The Company started its operation from 25th November, 1985 as an investment company and thereafter with the permission of the Central Bank converted in to a full fledged private commercial Bank in 1993 with paid up capital of Tk. 390.00 crore to serve the nation from a broader platform. Now NCCBL Established 64 branches so far to provides financing, investment, counseling, Underwriting among Guarantee, portfolio management etc, along with traditional banking.

The topic of this report is “General Banking & Credit Department Activities Of NCC Bank Limited, Dhanmondi Branch” To prepare this report as an apprentice I have taken necessary helps from the National Credit & Commerce Bank Ltd, Dhanmondi Branch during my Internship period 19th April to 19th July 2009.

National Credit and Commerce Bank Ltd. (NCCBL) is a highly capitalized new generation bank with an authorized capital of the bank is now taka 2500 million. The bank raised its paid up capital from taka 607.81 million during the year 2004 to taka 975.04 million during the year 2008 through IPO of which sponsor directors/ shareholder equity stood at taka 1859 million . With the increase of paid up capital to taka 975.04 million, the capital base of the bank has become strong

Banks loans are greatly emphasized and it can be called the “Heart of the Banks because it is the major source of bank’s income. NCC Bank provide loan on House building, Car loan, 80% loan against FDR,SSS,SDS, and other bank’s deposit. It is very important to the national economy as a whole because the expansion and condition of the bank loan affect the level of business activity through their effect on the nation’s money supply. The bank extended its credit facilities to different sectors to diversify its credit portfolio in compliance with credit policy of Bangladesh Bank such as –Industrial, Contact work, Working capital for traders, manufacturing processing plant and export oriented industries.

Banks remits money of the clients both in country and outside the country by telex transfer, pay order, demand draft; etc.The bank has introduced a new money transfer service known as “Money Gram” which facilitates the customer to get money within 10 minutes that would remit from any corner of the world. NCC Bank has also positioned itself as an established correspondent bank. Through a worldwide network of 260 correspondent banks NCC Bank is present in all key areas of the globe. NCC Bank also issues Master card that provides the customers 24 hours credit facilities. Electro ways ATM booth support Visa Master Card.

Foreign Exchange, the most vital and income generating division of NCCBL. The Head office controls the branches that all are allowed to be foreign exchange transactions. Each year the bank is making sound profit from this department. During 2006 the bank handled Export and Import business to the tune of Tk.5, 772 crore and 13, 274 crore respectively. Foreign Exchange division also provides advances against Goods (LRT), Land, and Warehouse.

In this report I have tried to show different aspect of Modern Banking. The beginning part of the report deals with organizational view and way of conducting such report. The findings deal with the actual information regarding the issue. Here I have also stated how different activities are happening, how works are settled and how the paper work is done. Based on my practical knowledge that I have gathered the information during the period I have stated a conclusion. But the quality policy of the bank depends on corporate objectives and the undertaken strategies of the bank.