Service Quality of the National Bank

Executive Summary

The BBA program is well designed to focus on theoretical and professional development of students open to take up business as a profession as well as service as a career. In this course is designed with a brilliant combination of theoretical and practical aspects.

The main purpose of this research is to determine the service quality of the National Bank (Motijheel,  Delkhusa Branch).

I designed this survey for making the project report by determining the service quality of the National Bank (Motijheel,  Delkhusa Branch) based on random customers or clients who came taking their services at the survey time those persons are my respondents for this research where population is all clients in Delkusa branch and sample size is 40 clients. The respondents are both male and female. I distinguished the respondents for making this survey by their Age, Gender, Monthly income level and their Bank accounts and occupations like:

My survey total questions are 25 questions in the questionnaire among them 23 questions are qualitative and only two questions are quantitative. Using all qualitative variances I found frequency table and different charts and also found Chi-Square by three qualitative variances. For quantitative variances I found mean, median, mode, variance, standard deviation, skewness and kurtosis and I also found regression by using those variances where respondent age is independent variance and respondent monthly income is the dependent variable. Finally I have determined the service quality of the National Bank. I found most of the services are fully completed by the Bank where clients are satisfied but in some few services are not properly completed by the bank and for those services national is not the most popular bank in Bangladesh. I recommended that if the national bank would be able to fulfill those lacking services it would be one of the most popular Bank in Bangladesh.

Introduction

The commercial banking system dominates Bangladesh’s financial sector. Bangladesh Bank is the Central Bank of Bangladesh and the chief regulatory authority in the sector. The banking system is composed of four state-owned commercial banks, five specialized development banks, thirty private commercial Banks and nine foreign commercial banks. National Bank is one of the popular banks in Bangladesh. The National Bank LTD is the first private sector Bank fully owned by Bangladeshi entrepreneurs. The bank was opened 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 11 May 1983 at Khatungonj, Chittagong.

At present, NBL has been carrying on business through its 149 branches spread all over the country. Besides, the Bank has drawn arrangement with 415 correspondents in 75 countries of the world as well as with 32 overseas Exchange Companies. NBL was the first domestic bank to establish agency arrangement 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. 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 programme for disbursement of collateral free agricultural loans among the poor farmers of Barindra area in Rajshahi district for improving their lot. Alongside banking activities, NBL is actively involved in sports and games as well as in various Socio-Cultural activities. Up to September 2006, the total number of workforce of NBL stood at 2239, which include 1689 officers and executives and 550 staff.Total assets of the Bank was Tk. 123,441,855,653 on September 30, 2010, equivalent to 1.7 billion U.S. dollars.

The Bank invested 25% equity in Gulf Overseas Exchange Company LLC, a joint venture Exchange Company in Oman, operating since November, 1985 under the management of our Bank. The Bank received Riyal Omani 11875 equivalent to Tk.2.10 million as dividend for the year 2006.

It mission efforts for expansion of our activities at home and abroad by adding new dimensions to our banking services are being continued unabated and it 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 of the country are our cherished vision.

Origin of the Report

I initiated this survey on the customers of the National Bank to find out the service quality of this Bank according to the instruction of our course teacher who helped me to prepare this report. First I made a questionnaire to collect data for my research. The research population is all the customers of the National Bank in (Motijheel,  Delkhusa Branch) and random sample size is 40 customers who came at the survey time for taking service. Finally I collected my survey data and prepared a completed project report. A lots of thanks our course instructor cause I am nothing without the guideline of our course instructor.

Objectives of the Report

In total sense, objectives of the report to find out the service quality of the National Bank in a specific area but other aspects my report objectives can be distinguished in two procedures like:

• Broad objective: To determine the service quality of the National Bank in (Motijheel,  Delkhusa Branch). And
• Specific objectives:

1.   To understand better business research
2.   To find out Strangeness and weakness of the Bank
3.    How to solve the weakness
4.    To find out modern technology that using
5.    To determined Visual  attractiveness of the Bank
6.     To find out how much error free record it does
7.     To find out the sincerity and manner of the employee
8.     The Descriptive table analysis.
9.     Chi-square and Correlation its find out relationship between too variables and
10.     Regression analysis is to find out the dependency of the variables

Scope of the Report

I have got the scope to prepare this kind of project report for our course instructor. The availability of the report is the clients of the National Bank in specific branch on (Motijheel,  Delkhusa) to identify the service quality if the National Bank  In that branch all clients are the population and random 40 clients are the sample size of the survey.

Methodology

DATA COLLECTION PROCEDURE:

For smoothly and accurately study every one has to follow some rules and regulations. According to that I used inferential research (questionnaire) method to complete this report. I selected respondent according to gender, age, account type, occupation and monthly income. The study inputs were collected from three sources:

a)      Primary data: I prepared a questionnaire for collecting the answer of the respondent and surveyed on it.

b)      Secondary data: I used different secondary data for preparing this report such as provided sheet, SPSS software, MS-WORD for convert table and graphs, Excel for preparing verities chart and the National Bank website.

c)      Population and Sampling: All clients of the National Bank of (Motijheel,  Delkhusa Branch) are population and 40 random clients are sample size who came at the survey time.

Limitation

I felt several problems from the very beginning to the final part in the course of this study. But the major problems are –

v  Lack of information

v  SPSS limitation

v  Cost limitation

v  Time limitation

Unwillingness to answer the survey question.

Project Part

Organizational Part

The National Bank is more popular commercial Bank in Bangladesh. It has many branches in country and out of the country. So according my selection topic I wanted to determine the service quality of National Bank for that i prepared a survey on the client opinions about service and input those data in SPSS to find output.

Study Part

Now I am observing the statistics tables and charts of the service quality of the National Bank. Without two data my questionnaire was prepared based on qualitative data. So only quantitative data I find mean, mode, median, variance and standard deviation and other qualitative data I found frequencies with different charts and explained them in below. I also determined cross-tap on qualitative variable and determined regression on quantitative variable is different according to respondent opinions and views.

X. Frequency Table and Chart analysis ( Univariate Analysis Data):

Table-01: Respondent demographic

Sex of respondents

Male

30

75.0

Female

10

25.0

Total

40

100.0

Respondent account type

Current account

24

60.0

Stable account

4

10.0

Saving account

12

30.0

Total

40

100.0

Respondent occupation

Businessmen

14

35.0

Teacher

5

12.5

Student

4

10.0

Employee

11

27.5

Others

6

15.0

Total

40

100.0

In table one has showed the respondent partial demographic only for qualitative data and other quantitative data has showed in table -2. Total respondents 40 among them 75% are male and rest15% are female. Respondents have 3 types of account. Among 40 respondents 60% of them are current account 10% stable account and rest 30% are saving account. Respondents have different types of occupation in total 40 14 clients occupation business, 5 clients Teacher, 4 clients Student, 11 clients Employee and rest others are 6 clients.

Table-02:  Respondent age and monthly income

In table-2 has showed the quantitative data’s mean, median, standard deviation, skewness and kurtosis for all 40 respondents by respondent age and their monthly income.

Table-03: Respondent age chart and table

In table-3 has showed the respondent age where (31-40) year age respondents have the highest bank account. As respondent age is nominal data so it has showed in pie chart. It means the National Bank has account only who are above 18 years old.

Table-04:

In table-4 has showed the respondent monthly income where 20,000-40,000 thousand taka earning respondents 18 clients is the highest among 40 respondents and 41,000-60,000 thousand taka earning respondents are 15 clients.

Table-05:

In above table-4 has showed the National Bank promises what it does after promising something. Random sample 23 respondents strongly agreed that question among 40 and 16 respondents agree and only 1 respondent had neutral. So I can say that if National Bank promises for something it does so.

Table-06:

In table-6 has showed that 52.5% respondents agree that National Bank authority show interest to solve the problem if clients have any problem and 35% respondents strongly agree and rest 12.5% had neutral on their opinion. So from the above chart I can say that NB shows sincere interest for solving the client problem.

Table-07:

In table-7 has showed that National Bank provides its service at the right time for this question 10% respondents strongly agreed, 25% respondents agreed, 57.5% respondents neutral and 7.5% respondents showed disagree. So based on this chart I can say that National Bank could not be able to provide it service at the right time for some clients.

Table-08:

In table-8 showed that NB received error-free records for this question selected respondents provided their opinion, agreed 23 respondents, 16 respondents had neutral and 1 respondent had strongly disagree. So it can determined that NB receive error-free record only 57.5%  and had neural 40% and rest 2.5% had not error-free  record.

Table-09:

In table and chart-9 showed the information for service that will be performed according to the random respondents 52% respondents had agreed, 27% respondents had strongly agreed, 18% respondents had neutral and only 3% respondents had disagreed. So it can say that NB provides information when client need but only few 1 client out of the information.

Table-10:

In table-10 explains that NB receives error-free record for this question respondent showed their opinion by my questionnaire. 5% respondents had strongly agreed, 42.5% agreed, 50% had neutral and 2.5% had disagreed. So finally it can say that NB accepts error-free chques but only 2.5% client cheque not free from error.

Table-11:

In table-11 has showed that 65% respondent had agreed, 30% respondent neutral and rest 15% respondent strongly agreed for promptness and process of depositing cash are acceptable. So I can say that NB provides promptness and process of depositing cash are acceptable though 30% respondents are neutral.

Table-12:

In table 12 has showed that 20 respondents had agreed, 13 respondents had neutral and rest 7 respondent had strongly agreed. So it can say that NB’ employee are almost willing to help the client cause 32.5% respondent had showed their neutral.

Table-13:

In table-13 has showed 49% respondents have agreed, 18% respondents have strongly agreed, 2.5% respondent have neutral and rest of 2.5% respondent has showed disagreed. NB employees showed good manner with clients for this opinion all were positive though few 2.5% respondent had neutral.

Table-14:

In table 14 has showed that 52% respondents agreed, 35% respondents strongly agreed 10% respondents had neutral and only 3% respondents had disagreed. So is a popular Bank as major significant respondents had opinion strongly agreed and strongly agreed though 4 respondents neutral and 1 respondent had disagreed for the question of National Bank is a popular Bank.

Table-15:

In table and bar chart 15 has showed that 52.5% respondents disagreed, 25% had neutral, 15% respondent strongly disagreed and rest of 2.5% respondent had strongly agreed. So finally the decision can be for NB employees that major employees are not enough knowledge about customers question but very few employees have the knowledge to answer the client’s question.

Table-16:

In above table & Bar diagram have showed that 80% respondent had neutral, 12.5% respondents agreed and rest of 7.5% respondents disagreed. As 80% respondents had neutral and 7.5% question respondents disagreed so it can say that NB are not completely able to provide all services that clients require.

Table-17:

In this above table and pie chart have shoed that 16 respondents disagreed, 12 respondents strongly disagreed, 9 respondents had neutral and rest of 3 respondents agreed for this question. So the decision should be NB are not enough able to pay individual attention for the client.

Tanle-18:

In table-18 has been showed that 80% respondents had neutral, 15% respondents agreed, 2.5% respondent strongly agreed and rest 2.5% respondent disagreed. It can say that the NB employees fully not understand the client specific needs as 80% respondents had neutral and 2.5% respondent disagreed.

Table-19:

In table-19 has been showed that 70% respondents agreed, 20% respondents had neutral, 7.5% respondents strongly agreed and rest 2.5% respondent disagreed. So finally it can say that NB has an active complain system for clients because major respondents agreed.

Table-20:

In the above table & chart have been showed that 55% respondent disagreed, 30% respondents had neutral, 10% strongly disagreed and rest 5% respondent agreed. So finally it can say that 55% respondent disagreed so NB offer on line banking but not so much popular.

Table-21:

In table 21 has been showed that 72% respondents agreed and rest of 28% strongly agreed. So based on the above chart and table it can say that the NB transfer services as DD, MT, TT and PO of the Bank are satisfactory.

Table-22:

In table 22 has been showed that 50% respondents strongly agreed, 35% respondents agreed and rest of 15% had in neutral. So it can say that from National Bank clients get IT based services as 50% respondents had opinion strongly agreed.

Table23:

In table 23 has been showed that 55% respondent disagreed, 30% respondent had neutral and other 15% strongly disagreed. So finally it can NB materials and services are not easily understandable to the client.

Table-24:

In above table & chart have been showed that 67.5% respondent agree, 22.5% respondent had neutral and rest 10% respondent strongly agreed of the question. So based on the statistical table and chat I can say that the internal environment of NB visually attractive though 22.5% respondent had neutral.

Y. Bivariate Analysis Data:

1. Cross-tabs:

Table-25: Relationship between NB ’s authority shows sincere interest solving problem and NB receive error-free record:

Above Chi-Square Test showed that there is no significant relationship between NB’s authority shows sincere interest for solving problem and NB receives error-free record as Pearson Chi-Square vale is greater than (.05).

Table-26: Relationship between NB ’s authority shows sincere interest solving problem and Employees always willing to help customer:

In table-26 has showed that there is no significant relationship between above two qualitative variables because Pearson value is greater than(.05).

2. Regression:

We know the fitted regression line is: Y = a + bx

Here, a =1.584 and b = .054

Let, Y =1.584+ .054x

So, if the respondent Age is .054 than the respondent monthly income is 1.584,So if the respondent age change than the respondent monthly income will change.

FINDINGS:

ü  When NB promises to do somethings it does so ( Strongly Agreed )

ü  When clients have problems NB ’s authority shows sincere interest for solving ( Agreed )

ü  NBank’s authority tries to provide its services at the right time (  Neutral )

ü  NB receives error-free records ( Agreed )

ü  NB provides informetion about when services will be performed ( Agreed )

ü  Only error free cheques are acceptable (  Neutral )

ü  The promptness & process of depositing cash & cheque are acceptable ( Agreed )

ü  Employees are always willing to help customers ( Agreed )

ü  Employees treat with you in a good manner ( Agreed )

ü  NB is a popular Bank ( Agreed )

ü  Employees have the knowledge to answer customers questions ( Disagreed )

ü  NB provides all services that clients require (  Neutral )

ü  NB  gives client individual attention ( Disagreed )

ü  Employees understand customer specific needs ( Neutral )

ü  NB has an active complaint system ( Agreed )

ü  NB offers customers on-line banking ( Disagreed )

ü  Transfer services such as DD, MT, TT and PO of this bank are satisfactory ( Agreed )

ü  Clients get IT based services from this bank ( Strongly agreed )

ü  Materials associated with the service are easily understandable and visually attractive ( Disagreed )

ü  The internal environment of NB is visually attractive ( Agreed )

RECOMMONDATION:

I have al ready completed my survey and found all output of the statistical table and chart. According to the respondents opinion most of the services quality of the National Bank are effective as the Bank promises but in few services are not enough qualified. So national Bank may be a qualified and popular bank in Bangladesh by solving the below recommended services:

• National Bank’s authority should try to provide its services at the right time
• NB should receive only error free cheques from it clients
• Employees should be trained to increase the knowledge to answer customers questions
• NB  should provides all services that clients require
• Should  gives client individual attention to be qualified
• Employees should be trained up to understand customer specific needs
• Should increase customers on-line banking
• Materials should be associated with the service are easily understandable

CONCLUSION:

By selecting population all clients of the National Bank where sample size was 40 clients who came at the survey time for receiving the bank service. Now I have completed my total survey and determined the services quality of National Bank through statistical table, different charts, cross-tabs, Chi-Square and used regression for finding and took decision about the service quality of the selected bank. Based on my research the service quality of the National Bank is almost effective for the clients but some of services are not appropriate for clients. If the Bank can develop those services by taking necessary steps it would be one of the most popular banks in Bangladesh.