Internship Report On Electronic Banking

Internship Report
On
Electronic Banking & Customer Satisfaction
A Case Study on NRB Commercial Bank Limited Dhanmondi Mohila Branch.

Internship Report
On
Electronic Banking & Customer Satisfaction:
A Case Study on NRB Commercial Bank Limited Dhanmondi Mohila Branch.

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Prepared for:
Md. Kaium Hossain
Assistant Professor
School of Business & Economics
Prepared By:
Nazifa Maliat
ID: 111 133 001
223202528810800
SUBMISSION DATE: 22nd September, 2018
Letter of Transmittal
22nd September, 2018
Md. Kaium Hossain
Assistant Professor, School of Business
United International University
Subject: Submission of Internship Report on “Electronic Banking & Customer Satisfaction:
A Case Study on NRB Commercial Bank Limited Dhanmondi Mohila Branch.”
Respected Sir,
It is my pleasure to submit my internship report on “Electronic Banking & Customer Satisfaction: A Case Study on NRB Commercial Bank Limited Dhanmondi Mohila Branch.” I am submitting this report as the part of fulfilling my BBA degree. This report attempts to describe my observations and learning during the study of this course.
In case of preparing this report, I tried my best to follow your instructions as well as the instructions given by my organization supervisor. The full report is based on my practical experience in NRB Commercial Bank Dhanmondi Mohila Branch. I have tried my best to make this internship report comprehensive and informative as much as possible within the time allowed for me. Due to various limitations there may be some mistakes for which I beg your apology.

Finally, I shall be glad to answer any kind of query relating to this internship report, if necessary.
Sincerely Yours,
Nazifa Maliat
ID: 111 133 001
School of Business
United International University
Acknowledgement
At the beginning I would like to express my deepest gratitude to Almighty Allah for giving me the strength and the composure to finish the task and the most merciful blessing with patience and tenacity of mind to complete the requirements for the degree successfully.

The internship has been a very good experience for me in the way that it has given me the chance to understand the real world outside the classroom. I’ve learnt a lot about the office environment and my interpersonal skills ; self-confidence have improved significantly.

Firstly, I express my deep sense of gratitude to my honorable advisor Md. Kaium Hossain (Assistant Professor, SOBE) for his endeavor approach and outstanding supervision by which it has been possible for me to make a good combination of theoretical ; practical knowledge in preparing this report.

I forfeit my respect to Saila Satter to NRB Commercial Bank (NRBCB) First Vice President (FVP) ; head of Dhanmondi Mohila Branch, Dhaka under whom I have learnt a lot of practical knowledge. Also her guidance, advice and cooperation allowed me to complete this report successfully. Without their kind supervision, preparing this report would have been very difficult. I am also thankful to them for providing me all the relevant and available information to have a clear concept regarding the subject. I am also grateful to other employees of NRB Commercial Bank of Dhanmondi Mohila Branch as well as Suriya Rahman (MO), Farhana Akter (GB In-charge), Airin Ferdaous (Executive Officer), Asma Habib( Trainee Junior Officer), Latifa Yasmin (Cash-In-charge), Halima Khatun (Junior Officer) for cooperation and direction in getting necessary information.

LIST OF ACRONYMS
NRBCB Non-Resident Bangladeshis (NRB) Commercial Bank
GB General Banking
SB Savings Deposit
CD Current Deposit
FDR Fixed Deposit Receipts
SND Short Notice Deposit
DPS Money Maker Scheme
A/C Account
L/C Letter of credit
Vat Value Added Tax
Executive Summary
A Bank is an economic institution whose main aim is to earn profit through exchange of money ; credit instruments. The banking sector of Bangladesh is passing through a tremendous reform under the economic deregulation and opening up the economy. Currently this sector is becoming extremely competitive with the arrival of multinational banks as well as emerging and technological infrastructure, effective credit management, higher performance level and utmost customer satisfaction. This report has been prepared on “Electronic Banking & Customer Satisfaction: A Case Study on NRB Commercial Bank Limited Dhanmondi Mohila Branch.” Here discuss on the disclosure of the NRB Commercial Bank Ltd.
The first chapter shows different aspects of the report like a brief introduction, background, objectives, scope, methodology and limitations of the study.

Second chapter shows a brief company overview. In this section different important data about NRB Commercial Bank Limited is provided. Introduction, history, mission, vision, strategic objectives, organizational hierarchy of NRBCBL, SWOT Analysis, 4ps of NRBCBL information is provided in this chapter.

The third chapter is about Electronic Banking (E-Banking) ; Customer Satisfaction of NRB Commercial Bank Ltd. Dhanmondi Mohila Branch.

The fourth chapter is about analysis and findings of NRB Commercial Bank Dhanmondi Mohila Branch.

In the fifth chapter conclusion ; recommendation has been made and
Finally, in the last chapter appendix is shown.

Table of Contents
Chapter Number Name of Contents Page Numbers
Chapter One: Introduction 1.1 Introduction 1
1.2 Origin of the study 2
1.3 Objectives of the study: 2
1.3.1 Major Objectives 2
1.3.2 Specific Objectives 2
1.4 Scope Of The Study 3
1.5 Methodology: 3
1.5.1 Primary data Sources 4
1.5.2 Secondary data Sources 4
1.6 Limitations of the study 4
Chapter Two An Overview Of NRB Commercial Bank Limited 2.0 Introduction Of NRB Commercial Bank Limited 7
2.1 History 7
2.2 Vision Of The Bank 8
2.3 Mission Of The Bank 8
2.4 Strategic Objectives Of The Bank 9
2.5 Organizational Hierarchy Of NRB Commercial Bank 10
2.6 At a glance NRB Commercial Bank 11
2.7 Departmental Activities 12
2.8 SWOT Analysis 13
2.9 4Ps of NRBCB, Dhanmondi Mohila Branch 14
2.10 Branch Activity 21
2.10.1 Function of General Banking at NRBCB 21
2.10.2 Sections of General Banking 22
2.10.2.1 Account Opening Section 22
2.10.2.2 Clearing Section 22
2.10.2.3 Cash Section 23
Chapter Three Electronic Banking ; Customer Satisfaction 3.0 E-Banking at NRB Commercial Bank LTD. 25
3.0.1 SMS Banking 25
3.0.2 Online ; Internet Banking 26
3.0.3 ATM Card 27
3.0.4 Agent Banking 33
3.0.5 Utility Bill Collection 35
3.0.6 Locker Service 35
3.0.7 Remittance Partners 36
3.0.8 Green Banking 37
3.0.9 Customer Satisfaction at NRB Commercial Bank Ltd. 38
Chapter Four Analysis ; Findings 4.1 Analysis 40
4.2 Findings 61
Chapter Five Conclusion ; Recommendation Conclusion 63
Recommendation 64
Bibliography 65
Chapter Six Appendix Questionnaire 67
Internship Offer Letter 70
List of Figures
Contents Page number
Figure 01: Hierarchy of NRB Commercial Bank Limited 10
Figure 02: Hierarchy of NRB Commercial Bank Limited, Dhanmondi Mohila Branch 12
Figure 03: Branch networks of NRB Commercial Bank Limited 19
Figure 04: Percentage of efficiency of account opening process 41
Figure 05: Percentage of waiting time while open an account 42
Figure 06: Percentage of employees’ sincerity 43
Figure 07: Percentage of getting regular information about account 44
Figure 08: Percentage of services provided by NRBCB within promised time 45
Figure 09: Correctly answered to customers’ inquiries 46
Figure 10: Helpfulness ; cordiality of staff ; employees 47
Figure 11: Friendliness of the officers 48
Figure 12: Timing at cash counter 49
Figure 13: Promptness of the service to customers 50
Figure 14: Percentage of helpfulness, competency ; knowledge ability of officers 51
Figure 15: Percentage of delivering cheque book ; ATM Cards 52
Figure 16: Percentage of customers overall satisfaction 53
Figure 17: Percentage of bank environment 54
Figure 18: Percentage of transaction safety 55
Figure 19: Customer satisfaction with SME banking, debit card, credit card facilities 56
Figure 20: Visually appealing facilities of NRBCB 57
Figure 21: Other machineries of NRBCB 58
Figure 22: Comfortable interior decoration 59
CHAPTER – ONE
INTRODUCTION
INTRODUCTION:
Bank plays a crucial role in the development process of a country as it helps to accelerate the pace of development by securing continuous supply of financial resources to people engaged in numerous economic activities. The role of banking is comparable to what an artery system does in the human body. Now-a day’s banking sector is modernizing and expanding its hand in different financial events every day. At the same time the banking process is becoming faster, easier and is becoming wider. In order to survive in the competitive field of the banking sector all organizations are looking for better service opportunities to provide their fellow clients. So it has become essential for every person to have some idea on the bank and banking procedure. Internship program which can also be called work attachment program is essential for completing BBA program because it helps one student to acquaint with the real life situation. As bank is one of the most important financial intermediaries; so I have selected “NRB Commercial Bank Limited, Dhanmondi Mohila Branch” which is one of the most newly created leading banks in the banking area of Bangladesh.

NRB Commercial Bank is one of the private commercial banks which is monitored and controlled by Bangladesh Bank (BB).The central bank has approved three new commercial banks sponsored by non-resident Bangladeshis (NRBs) on the condition that those would contribute to boosting the inflow of foreign exchange. NRB Commercial Bank starts banking journey on 2nd April 2013. Its authorized capital is BDT 1000 Crore and capital is BDT 562.07 crore. Number of branches are 61 and AD branches are 8 and also number of ATM are 46. Number of agent points 515.

Over the years the banking industry in Bangladesh has flourished. Now the time is very much competitive for every industry as well as in banking industry. To keep the strong position in this competitive industry banks are frequently looking for ways to offer superior customer service which will facilitate them to prevail and keep customers. NRB Commercial Bank is not out of this. To maintain its strong position in this competitive world they are also providing different types of services to its customers and trying a lot to keep their customers satisfied.

1.2. Origin of the study:
After completion of all the required courses of BBA program under United International University, it is an obligatory part to get involved in a practical and professional environment.
So I had joined in the NRB Commercial Bank Ltd, Dhanmondi Mohila Branch, for three months to complete the BBA program. This branch performs the entire banking activities including General Banking, Foreign Exchange and Credit & Loan department. As a result, one can easily gain knowledge of both simple and complicated banking operations from the activities of this branch. So I choose NRB Commercial Bank Ltd, Dhanmondi Mohila Branch as sampling area to prepare this internship report. This report is the output of my practical experience which I gathered during internship.

1.3. Objective:
Behind this report, obviously there have some objectives, which must have to fulfill. There both have some general objectives and specific objectives.

1.3.1. Major objective –
To fulfill the partial requirement of BBA program and to gain practical knowledge on the range of activities, policies associated with electronic banking and customer services provided by the bank. This report will also give the opportunity to relate our theoretical understanding with actual scenario in the light of banking services and state our findings & recommendation.
1.3.2. Specific objective –
To know the brief overview of NRB Commercial Bank Ltd.

To know the performance of electronic banking (E-banking).

To know about different customer services provided at different sections NRB Commercial Bank Ltd.

To find out and provide recommendation for the internal & external lacking that would help NRB Commercial Bank Ltd. For more progress.

Scope of the study:
I was assigned the topic on “Electronic Banking & Customer Satisfaction” by the Department of BBA, United International University. I have collected my required information from the Non Resident Bangladeshis (NRB) Commercial Bank, Dhanmondi Mohila Branch, Dhaka. In this report it has been tried to cover overview of NRBC’s objectives, functions, management, business policy and other associated things related with the banking activity. Moreover some possible recommendations have been given to widen the performance of NRB Commercial Bank Ltd.

1.5. Methodology of the Study:
The methodology includes the methods procedures ; techniques used to collect and analyze information. For conducting the study I have used both primary sources and secondary sources. The sources are given below-
20574004978403486150154940Raw Data- Gathered from my own observation
Raw Data- Gathered from my own observation
left69215Primary Data
Primary Data

269557521590
3514725266700Information from indirect sources
Information from indirect sources

left12065Secondary Data
0Secondary Data

2076450207645
1.5.1 Primary data sources:
Many of the data and information were collected from my practical experience and queries from the executives while doing my internship at NRBC Bank Ltd. Besides that most of the necessary
information has been collected by face to face interview with the major clients of the bank and people working in different department, personal investigation with bankers, circular sent by Head office and maintaining daily diary which contains all the activities that has been observe and done in the bank. Some sources are-
Face to face conversation with branch manager, officers and executive of the bank.

Face to face conversation with existing ; new clients of NRBCB.

Practical desk work.

Relevant document’s studies as provided by the officers concerned.

1.5.2. Secondary data sources:
Many of the data in this report also has collected from some secondary sources. Some of them are-
Documents of NRBCB
Annual report of NRBCB
Audit reports
Official website of NRBCB
Research journals
Limitations:
Limitations that are found during my study are given below:
As I need to depend on limited number of sources for data collection, there might be some inaccuracy in findings.

Many of the analysis on the obtained data are based on my sole interpretation. Because of lack of knowledge and depth of understanding, I might not able to produce an authentic and meaningful report.

Time constraint was another limitation restricting this report from being mare detailed or analytical.

Three months is not enough to gather knowledge about all activities of a bank and prepare a report.

Last but not the least; the report would have more better and practical, as I too have shortcoming with time, knowledge and capability.

CHAPTER –TWO
AN OVERVIEW
OF
NRB COMMERCIAL BANK LIMITED
2.0. Introduction of NRB Commercial Bank Ltd.
NRB Commercial Bank is one of the most newly created leading banks in the banking area of Bangladesh. It is a top bank among the newest Commercial Banks in the country which started their operations in 31st May 2011. The Bank started its journey on 2nd April 2013 through opening its first branch at 114, Motijheel C/A, Dhaka-1000 in the capital Dhaka city.

Currently it is operating 61 branches. It currently has 46 ATMs of its own and sharing arrangement with partner banks that has more than 1150 ATMs in place; SMS Banking; Interest Banking and so on. It will start its Customer Call Center operation very recently. Also, NRBCB has a concrete plan to contribute in SME sector (Engine of Economic Growth) of Bangladesh. Its strong know-how on SME Banking and industry best practices from all dimensions assures ‘Customer Delightment’ for the Small Medium Entrepreneurs of the country. SME services are: Manufacturing, Trading and Service, Financial plan and also most important is Women Entrepreneurs Financing and encouraging & Rural Credit as well.

NRB Commercial Bank prides itself in offering a very personalized and friendly customer service. It has in place a customized service excellence model called CRP that focuses on ensuring happy customers through setting benchmarks for the bank’s employees’ attitude, behavior, readiness level, accuracy and timelines of service quality.

of Bangladesh. It is a
2.1. History:
Since Bangladesh Bank approved nine banks as fourth generation banks in which, three banks have the funding of non-resident Bangladeshis (NRB) people. NRB Commercial Bank Limited is one of those three banks to materialize the dream of people having the goal to keep Bangladesh well connected with other advanced nations. It is the brainchild of 25 (twenty five) well reputed
visionary Non-Resident Bangladeshi (NRB) people residing in different countries of the world. It has been approved by the regulatory bodies in 2012 to operate business in banking of Bangladesh.

After hard labor of almost three years complying with all regulatory rules and regulations, it has got the final approval on 20th February, 2013 from the regulatory body to run the banking business in Bangladesh. Gradually, the mentioned brainchild of those NRBs has become the reality. Head
office of this bank has already been formally inaugurated on April 02, 2013. Its head office is situated at Red Crescent Jashim Trade Center, 114, Motijheel Commercial Area Dhaka, Bangladesh which is a great example of postmodern structure and one of the finest buildings in Bangladesh. Even, this bank has opened its first branch at the same premise on April 17th, 2013.

This study has completed at Dhanmondi Mohila branch, which is located at Jebun Archade, Road 16, 27(old), Dhanmondi, Dhaka & started its journey on 28 December 2016, with the 09 efficient & responsible employees. Although this Branch is new one, it has created positive image not to the NRBs but also to the customers of Bangladesh.

There are some effective bank workers in this branch. The management of the Branch always tries to provide better service to its customer and behave well with them. There are mainly three divisions in this Branch. The General banking division (GB) deals with day-to-day transactions. The Credit division gives loan to the customer and monitor whether it repays regularly or not. The Foreign exchange division is the conversion of one country’s currency into that of another.
2.2. Vision of the Bank:
“To become a peerless bank.”
2.3. Mission of the bank:
Strength the business and investment opportunities.
Create confidence among the NRBs for investment.

Strengthen inflow of remittance.

Deliver service excellence.

Maintain good financial health.

Create dignified working environment for employees.

2.4. Strategic Objectives of the Bank:
Create opportunities for NRB’s to invest their earnings, utilize their professional expertise in the economic development of Bangladesh.

Channelize ideal and less remunerative fund of NRB.

Attract FDI of NRB’s through diverse products and projects.

Balanced and sustainable growth.

Maximization of shareholders wealth.

Accomplish the long cherished desire and dream of NRB’s to have a bank of their ‘own’.

Excellent of manpower efficiency through attractive compensation package, promoting staff moral through training, development and career plan.
To invest in the thrust sector for the overall economic development.
Technology transfer with the help of the well educated professionals and experience sponsors of the bank to have a green banking practice.

Ensure best Corporate Social Responsibility (CSR) practice.
Promise to make the world of NRBC Bank a little bigger, every day.

center894080002.5. Organizational Hierarchy of NRB Commercial Bank
Figure 01: Hierarchy of NRB Commercial Bank Limited
Registered name NRB Commercial Bank Limited, Dhanmondi Mohila Branch
Type Private Limited Company
Industry Banking
Date of Inauguration of Operation December 28, 2016
Registered office Zebun Archade, House no-04, Plot-376, Road no-16(new) & 27(old). Dhanmondi Dhaka-1205
Products General Banking, Corporate Banking, Investment Banking
Chairman Mr. Tamal S.M. ParvezManaging Director & CEO Khondoker Rashed MaqsoodNumber of Branches 61
Logo
E-mail [email protected]
Website www.nrbcommercialbank.com
2.6. At a Glance NRB Commercial Bank Limited
2.7. Departmental Activities:
Given below is an Organizational hierarchy of NRB Commercial Bank Limited Dhanmondi Mohila Branch –
100965093345Head of Branch
0Head of Branch

27717753073400
1038225274320Manager Operation
00Manager Operation

27622501314450
4257675174625Cash In-Charge
00Cash In-Charge
2133600165100Credit In-Charge
Credit In-Charge
left165100GB In-Charge
00GB In-Charge

387667593980017811751035050
Figure 02: Hierarchy of NRB Commercial Bank Limited, Dhanmondi Mohila Branch
Among 61 branches of NRB Commercial Bank Ltd, Dhanmondi Mohila Branch is one of the most reputed and respected branches in all aspects. A brief of NRB Commercial Bank Dhanmondi Mohila Branch is given below-
FVP & Head of Branch: Saila SatterManager Operation: Suriya Rahman
GB In-Charge: Farhana AkterCredit In-Charge: Airin Ferdaous (Executive Officer)
Trainee Junior Officer: Asma Habib (GB)
Cash In-charge: Latifa YeasminJunior officer: Halima Khatun (Cash)
2.8. SWOT Analysis:
SWOT analysis enables an organization to have a comprehensive insight about position in the industry compared to its competitors. It provides the organization a scope to strategically improve its position in the market. Here, the internal strength and weakness as well as the external opportunities and threats of NRB Commercial Bank Dhanmondi Mohila Branch are discussed:

Strengths:
Trustworthiness
Good Management
Cooperation with each other
Regular Customers
Membership with SWIFT
Good banker-customer relationship
Strong Financial Position
Large Network- both nationally & Internationally
Real- Time On-Line Banking
Dual-Currency NRBC Visa Card- Unique in Bangladesh
Weakness:
Lack of proper motivation, training and job rotation.

Lack of experienced workers in junior level administration.

Still a Problem Status Bank
Lack of own ATM services.

Large Branch Network in Rural Area
Opportunities:
SME Finance
Huge business region
High development of offers and exchange Finance volume
Steps taken by Bangladesh Bank
High growth of sales & trade Finance volume
Steps taken by Bangladesh Bank
Investments on technology.

Threats:
FCBs and Third Generation Banks
Aggressive SME Finance by New CBs
Losing customers
Entrance of new Private CBs
Political unrest
Compensation package
2.9. 4Ps of NRBCB, Dhanmondi Mohila Branch:
In this section Product, Price, Place, Promotion of NRB Commercial Bank, Dhanmondi Mohila Branch are briefly discussed below-
Product:
The success of a company depends exclusively on the product and services it offers with a reasonable price compared to the competitors. It is the main source to attract the customers. Banks are operating in the service industry & their business would become successful only when they can offer quality services to the customers within an affordable price.
NAMES OF DEPOSIT PRODUCTS OF NRBC Bank:
Savings Account (SB) Student Savings Account
Current Deposit Account (CD) Fixed Deposit Account (FDR)
Shohoj Shanchay Deposit Account Short Notice Deposit Account (SND)
Money Maker Scheme (DPS) Priority Deposit Scheme
Monthly Benefit Scheme Lakhpoti Savings Scheme
Double Benefit Deposit Scheme (DBDS) Triple Benefit Deposit Scheme (TBDS)
Millionaire Savings Scheme Deposit Pension Scheme(Shikkhaguru)
Special Products:
Apart from the above deposit products, to honor the contribution of different individuals in our society and to include the unbanked population into banking services, we have the following deposit products with special rates and privileges:

Price:
For different types of Depository products & Loan products price is different. The products have designed in such a way that upper class to lower class all people will be benefitted. Rating system of some accounts are-
Saving Accounts (SB): Customer can open Savings Account in his/her own name or joint name. Any amount of the balance can be withdrawn from this account. There are no hidden charges and half yearly maintenance fee. NRBC Bank Limited ensures attractive rate of return on balance amount. The rate of interest of this account is 5.00%. Apart from this, cheque book, VISA debit card, internet banking and access to account 24/7 via ATM are available to customers.
Current Account (CD): Current Deposit Account is intended for business exchanges with no confinement on withdrawal or store either in sum or in number of exchange. Other key offices incorporate check book, VISA platinum card and web keeping money office
access to account day in and day out through ATM, and procuring premium and so forth. The rate of intrigue is 1.00% p.a. on day by day balance.

Student Savings Account: Student Savings Account is designed for our future generations to introduce them in banking practice. Any student at the age of below eighteen years can open this account. However, the account is operated by legal guardian of the students. Cheque and ATM card (only debit card) can be used to withdraw amount from the account. Maximum limit for monthly withdrawal through ATM Card and Point of Sales (POS) will be Tk 2,000.00. This limit may be increased up to Tk 5,000.00 on request of the guardian.

Money Maker Scheme (DPS): To energize little investment funds Money Maker Scheme is acquainted with acknowledge little measure of cash on month to month premise from client to teach the reserve funds propensity among the little savers. It is a straightforward, protected and helpful approach to profit develop. Under this plan clients store a specific sum in consistently for a particular tenor from 3 years, 5 years, 7 years or 10 years and get alluring singular amount at development as said in the accompanying table:

Priority Deposit Scheme: Under this scheme client can open record in his or her own particular name or together or in name of establishment or association by keeping at any rate Tk 5 lac for any of the tenor from multi month, 3 months, a half year, 1 year, 2 years and 3 years. This plan is auto sustainable. Present rates of intrigue are as beneath:

Deposit Pension Scheme (Shikkhaguru Scheme): This scheme has been designed with special privilege to recognize the contributions of teachers towards building our nation. Facilities of this scheme are-
Benefit will be given at the rate of up to 0.50% higher than usual rate of scheme.

Customers of ten years scheme will get a bonus equivalent to one month installment for depositing 120 installments in time.

Depositor may avail credit facility against deposited amount or encashment value of the scheme according to credit policy of the bank.

Place:
The location of the organization plays a significant role in how the organization performing especially the accessibility of the location, the target market, transportation facility, Business prospectus etc. In case of NRB Commercial Bank Ltd, the head office is located in Motijheel commercial area which is a very suitable place for business. As it is a business oriented area, it is easy to capture the target market.

Branch Networks: NRBCB has 61 existing branches and some other proposed branch all over the Bangladesh to provide better service to the valued customers.

right22733000
Figure 03: Branch networks of NRB Commercial Bank Limited
Promotion:
A broad range of product with attractive price and suitable location is not enough for business to survive/ It is very important to make the people aware about the existence and operation of that organization. This is why the promotional is very vital. NRB Commercial Bank Dhanmondi Mohila Branch is engaged in various kinds of promotional activity. It also participates in social activities.

NRBCB Ltd. also has souvenirs for example- wallet, key ring, diary, desk calendar, wall clock etc. that work as promotional activity. To attract and retain corporate clients, the Head Office maintains personal relationship with the clients, arrange party or events in various occasions. The day before Eid-Ul-Fitr NRBCB arranged “Free Mehendi Utshob” for ladies as promotion of their newly launched products & schemes naming “SHIKKHAGURU” which has been designed with special privilege to recognize the contributions of teachers towards building our nation. NRBCB also invited Nobel, a well-known model of Bangladesh to attend the event to attract the customers using a slogan in the banner “Selfie with NOBEL”. These are some promotional activity conducted by NRB Commercial Bank Ltd. Dhanmondi Mohila Branch.

2.10. Branch Activity:
NRB Commercial Bank Ltd. Dhanmondi Mohila Branch is divided into three departments. These are-
General Banking Department
Foreign exchange Department
Credit Department
2.10.1. Function of General Banking of NRB Commercial Bank Ltd. Dhanmondi Mohila Branch

The specific functions of general banking are as follows:-
Establishing of banker-customer relationship through account opening.

Dispatching customer’s money from one place to another.

Taking deposits.

Honoring cheques.

Clearing cheques.

2.10.2. General Banking consists of following sections:

2.10.2.1. Account Opening Section:
Banking business is very much correlated with banker customer relationship. To be a customer one person must have some sort of banking relationship with the bank. Account opening section establishes that relationship by opening a new account for the customer.

2.10.2.2. Clearing Section:
Clearing a check means processing it so that funds are deducted from the payer’s account and put into the payee’s account. NRBCB Dhanmondi Mohila Branch go through the process of settling transactions between banks. Because so many transactions take place
between banks on a given day, bank clearing exists to process what each party owes or is owed in a central location so the least amount of money actually changes hands.

2.10.2.3. Cash section:
Cash is one of the most important sections of general banking department because it deals cash. This department is mainly engaged with cash receipt and cash payment. Receipt of cash is the source of cash at branch. It may be from customer, from central bank, from any other bank or any other branch of the same bank. In the computerized branch hard copy “Day End” position is to be signed by cash in charges and cash officer.

CHAPTER-THREE
“ELECTRONIC BANKING & CUSTOMER SATISFACTION”
3.0. Electronic Banking at NRB Commercial Bank Ltd. Dhanmondi Mohila Branch:
Different types of Electronic banking (E-banking) are provided by NRBCB Dhanmondi Mohila Branch to its customers. The following are the details of E-banking that is provided by NRBCB-
SMS Banking
Online ; Internet Banking
ATM card
Agent Banking
Utilities Bill Collection
Locker service
Remittance Partners
Green Banking
3.0.1. SMS BANKING:
NRBC Bank Ltd. Dhanmondi Mohila Branch offers SMS Banking services to ensure instant access to one’s account information at any time. Any mobile phone user having account with NRBC Bank can get the services through the mobile phone. By using SMS banking our customers can avail the services like:

3.0.2. ONLINE & INTERNET BANKING:
Online banking system is a great way to reduce paper consumption. All the 61 branches of NRB Commercial Bank are providing online banking facilities through its core banking system namely “Bank Ultimus”. Fund Transfer to Other bank’s Accounts through BEFTN has been made available through Online Banking for the Customers. NRBC Bank has offered 24/7 accessible Internet Banking service. By using real-time internet banking our customers can avail the services like:

3.0.3. ATM CARDS:
Now customer can access to their money 24/7 more easily and conveniently through the bank’s widespread network of ATMs in Bangladesh. The ATMs have use friendly screens and easy to follow instructions in both Bangla & English languages.

NRBCB connected to National Payment Switch which enables our debit/credit card customers to withdraw money from any other bank’s ATMs within Bangladesh. NRBC Bank has used the BACH and BEFTN mechanism for convenient payment.

DEBIT Cards: NRBC Bank Debit Cards provide their customers 24 hour access to their savings and current accounts. NRBCB offer Visa Card service to our valued customers. Their Visa cards with chip are more secured to conduct any type of transaction possible through cards. NRBC Bank Ltd. has already introduced card services through NRBCB VISA card under Q-Cash and NPSB consortium which contains most of the member banks ATMs and POS network across the country. With 61 Branches, 550 agent points and more than 46 ATMs, NRBC Bank offers you a wide range of financial solutions to meet your everyday need.

Facilities:
Free Cash Withdrawal from any NRBC Bank ATM and 1500+ Q-Cash ATM Network.

VISA EMV Chip card Address.

POS Transaction by directly debiting your Bank account within Bangladesh.

Purchase online by directly debiting your Bank account within Bangladesh.

Free SMS Alert for any ATM, POS and Online transaction.

Cash withdrawal, balance enquiry, Mini Statement ; PIN Change option in NRBC Bank ATMs.

Eligibility:
Must have NRBC Bank Savings/Current/SND/SOD account.

Transaction Limits:
Per Transaction Limit: BDT 20000
Per Day Limit: BDT 50,000
Per Day No of Transaction: 5
Fees:
Cash Withdrawal from NRBC Bank Ltd. : FREE
 SMS Alert Fee : FREE
 Annual Fee: BDT. 500 + 15% VAT
Card/PIN Replacement Fee: BDT. 300 + 15% VAT
CREDIT Cards: NRBC Bank Cebit Cards give their clients 24 hour access to their investment funds and current records. NRBCB offer Visa Card administration to their esteemed clients. Their Visa cards with chip are more anchored to lead any sort of exchange conceivable through cards. NRBC Bank Ltd. has just presented card benefits through NRBCB VISA card under Q-Cash and NPSB consortium which contains the majority of the part banks ATMs and POS arrange the nation over. With 61 Branches, 550 specialist focuses and in excess of 46 ATMs, NRBC Bank offers you an extensive variety of money related answers for meet your regular need. NRBCB offer-
Platinum Credit Card
Gold Credit Card (Dual Currency)
Classic Credit Card ( Dual Currency) and
Prepaid Credit Cards (Dual Currency) are designed to meet their customers’ need.

PLATINUM Credit Card (Dual Currency):

Facilities:
NRBCB Dual Currency Platinum Card is a prestigious card with a higher credit Limit.

A single Platinum card can be used both Domestically & Internationally.

 You can use it while shopping, Cash withdrawal & make E-commerce transactions from any Visa ATM at home & abroad.

Transaction Limit:
Credit facility from 2.00 Lac to 5.00 Lac and up to USD 7000.00(Credit limit will be sanctioned through proper way as per Bank’s credit committee decision).

GOLD Credit Card (Dual Currency) :

Facilities:
NRBCB Gold Credit Card is a Dual Currency Credit card ; also can be used both Domestically ; Internationally.

Through this Gold card one can withdraw cash from any Visa ATM at home ; abroad.

Transaction Limit:
Credit facility from 1.00 Lac to 5.00 Lac and up to USD 5000.00(Credit limit will be sanctioned through proper way as per Bank’s credit committee decision).

Classic Credit Card (Dual Currency):
70567810602
Facilities:
NRBCB Dual Classic Card can be used both Domestically & Internationally.

It is hassle free& easier to carry a single card for both Domestic & abroad.

One can use it shopping & Cash withdrawal from any Visa ATM at home & abroad.

Transaction Limit:
Credit facility from BDT 0.30 Lac to 2.00 Lac and up to USD 4000.00(Credit limit will be sanctioned through proper way as per Bank’s credit committee decision).

PREPAID Credit Card:

Facilities:
NRBCB Prepaid Card is a Dual Currency Travel card.

Can use it both Domestically ; Internationally while do shopping or cash withdrawal from any Visa ATM.

No branch account required.

Eligibility:
Deposit first then allowed to make transaction.

Category:
STUDENT CARD:
A student can use the card while staying abroad, can pay tuition fees of Universities ; Colleges there. Can carry more foreign currency after getting entitled with permission from Bangladesh bank.

HAJJ CARD:
Prepaid hajj Card is designed for both Personal use ; Institutional / Agency use. Anyone can carry the card with a loaded foreign currency fixed by Bangladesh Bank.

VIRTUAL CARD:
Prepaid virtual card is a more comfortable card for Int. students ; those who frequently use foreign E-commerce transactions for paying bills ; fees abroad. No physical card will be issued; will get a virtual card number where foreign currency can be loaded for later use.

Transaction Limit:
Can Load up to 10 Lac Local currency ; foreign currency up to Travel Quota limit.

3.0.4. AGENT BANKING:
NRBC Bank is one of the 4th generation private sector scheduled banks which started its commercial operation on 18th April 2013. NRBC Bank constantly focuses the changing need and desire of its customers, to develop new and re-engineered process of service delivery. It has a focus to act as effective delivery channel to distribute NRB remittance all over the country. At the request of the Bank, Bangladesh Bank has given scope to the banks to develop another alternate delivery channel in the name and style “Agent Banking”. This channel will bring opportunity for the banks to serve the mass people at cutting edge price complying with regulatory requirements. Among the new Banks, NRBC Bank is ahead to get the approval to engage 20 Agents throughout the country.

Bank’s Agents will provide the following services to the public:
Collection of small value cash deposit and cash withdrawal, facilitating utility bill payments
Inward foreign Remittance distribution, Inland Remittance, facilitating fund transfer
Facilitating small value loan disbursement and recovery of loan & installments.

Cash payment under different programs of the Government
Balance enquiry, generation and issuance of Mini Bank Statement
Collection and processing of documents in relation to account opening, loan application, credit and debit card application from public
Other functions like payment of insurance premium, sale of corporation etc.

Receive clearing cheque for collection.

Agents are not allowed to provide the following services:
Conducting Money Changing Activities
Dealing Loans/ Financial Appraisal
Encashment of Cheques.

Guarantee Issue
In the customer end, the transaction should be operating through ICT devices that are continuously and uninterruptedly integrated to the Core Banking Solution (CBS) of the bank. The transactions should be executed on real time basis. At the end point, the customer will get instant confirmation of their transaction through visual basis (screen based) or paper based (debit or credit slip).

3.0.5. UTILITY BILL COLLECTION:
NRB Commercial Bank is collecting following utilities Bill. All the branches of NRB Commercial Bank and Agent Banking points are now capable to collect following bills-
DESCO BILL Collection
WASA BILL Collection
BRTA BILL Collection
TITAS BILL Collection
3.0.6. LOCKER SERVICE:
NRBCB give locker facilities to their valued customers. Customers can use the locker facility of NRB Commercial Bank Limited Dhanmondi Mohila Branch and thus have the option of covering their valuables against any unfortunate incident. NRBCB offer security to their locker service as afforded to the Bank’s own property at a very competitive price.
Facilities of locker-
Wide availability.

Secure ; confidential service.
Lockers available in various Sizes- Small, Medium and Large with varying rents.

Lockers are rented out for a Minimum Period of One Year. Rent is Payable in Advance.

The rent may be conveniently paid from customers’ deposit account with NRBCB.

Direct Debits for Locker Rentals from customers’ Account rid of the hassles in Writing out cheques.

4667251866900004314825867410001934210934085003.0.7. REMITTANCE PARTNERS:
-20955017208500
All the branches of NRB Commercial Bank and Agent Banking points are now capable to receive Foreign Remittance instantly through online from any countries of the world through-
Western Union
Xpress money
RIA
Placid Express
MoneyGram
3.0.8. GREEN BANKING:
“Green Banking” is a widely accepted concept for today’s world. Global warming is a great issue in protection of sterile environment. Green banking that considers all the social and environmental factors is also called Ethical Banking. Green banking, as a concept is proactive and smart way of thinking with a vision for future sustainability of our only Spaceship earth.

As a responsible private sector financial institution of the country NRBC Bank will play a crucial role in addressing the issue and in all activities like financing and social responsibilities and CSR activities. Bangladesh Bank in line with global norms has already introduced Green Banking and sustainable Practices at All the scheduled banks in Bangladesh. In incompliance with the Bangladesh Bank’s directive, a “Green Banking Unit (GBU)”has been formed at Head Office. NRBC Bank’s core objective is to contribute to the national/global interest through establishing an environment friendly banking business system which may be achieved through proper utilization of human & physical resources and encouraging channeling of fund to Projects/Business those exposenoor very little risk to the environment.

3.0.9. Customer Satisfaction at NRB Commercial Bank Ltd. Dhanmondi Mohila Branch:
Customer service means to provide customers with good services in order to earn profit along with customer satisfaction. As service providing organization, providing best services is one of the mottos of the commercial banks. With the customer perception as well as satisfaction, the mirror image of service quality in private commercial banks can be obtained. The achievement of the customer satisfaction is the key feedback to improve service quality for any organization. NRB Commercial Bank Dhanmondi Mohila Branch is one of the swiftly rising private banks in terms of quality service and value addition to the customers.
From the beginning they are dealing with customer’s satisfaction and time to time they are improving themselves and upgrading their service quality to satisfy their customers. As customer satisfaction is a very much important issue to them so I have advised to cover this topic for my report.
After working three months in NRB Commercial Bank Limited, Dhanmondi Mohila Branch I have found something really very impressive about NRBCBL. ON the other hand from my observation of last three months I would like to recommend them something that can give them another thought.

Some aspects that need to rethink of NRB Commercial Bank Limited, Dhanmondi Mohila Branch:
Customers might have a lot of problems also they might make mistakes. But no matter how wrong they are employees have to be cool and tactful. As I have mentioned earlier NRBCB is very helpful and friendly with their customers but sometimes I have seen there were certain misunderstandings between customers and employees. So for avoiding this situation employees have to be patient.

In general banking department huge number of customers come every day. They make impression by seeing the environment of the bank which is not that much smart to attract the customers. Little improvements can change the brand value of the organization.

CHAPTER-FOUR
ANALYSIS ; FINDINGS
4.1. Analysis:
It is the most important part of my report. My objective was to analyze and find the E-banking system and customer satisfaction of this bank. I try to do the job of my best. In the following I have provided the survey analysis of my report.
-16573533210500
I have prepared twenty one questions to measure the customer satisfaction in E-banking and also the bank itself. For this purpose I take fifty one customers or respondents to do my survey. Among this fifty one some are private job holders, Govt. job holders, Businessman, House-wife, Student and others. All of them provide their opinions to me like yard survey questions. There are so many savings and current account holders so it was not possible for me to make a survey of all of them. Moreover, I did not have enough time to take opinion from all of them.
Following are the detail analysis of my survey questionnaire:
Question: Does the account opening process of NRBC Bank Limited is efficient?
Types of Response Strongly
Disagree Disagree Neutral Agree Strongly Agree Total
Total number of customers _ 3 10 15 23 51
-132080355155500
Figure 04: Percentage of efficiency of account opening process
Here we can see that about forty five percent customers are strongly agree on that the account opening process are efficient for them, twenty nine percent are agree, twenty percent are neutral that means they are not agree or disagree position and only six percent are disagree about the efficiency of account opening process. So we can say, overall the account opening process of NRBCB is efficient.

Question: You do not have to wait for a long time at NRBC Bank to open an account
Types of Response Strongly
Disagree Disagree Neutral Agree Strongly Agree Total
Total number of customers 4 9 19 10 9 51
center150268600
Figure 05: Percentage of waiting time while open an account
Here, eighteen percent customers are strongly agree among the fifty one respondents, nineteen percent are only agree, thirty seven percent are neutral means they are neither agree nor disagree with the question and eighteen and only eight percent are disagree and strongly disagree respectively in thinking that they have to wait for long time while opening an account.

Question: Does the employees of NRBC Bank are sincere about your service concern?
Types of Response Strongly
Disagree Disagree Neutral Agree Strongly Agree Total
Total number of customers 1 3 16 17 14 51
-51562032512000
Figure 06: Percentage of employees’ sincerity
Here, twenty eight percent of customers are strongly agree, that means they think the employees of NRBCB are concern about their service. Thirty three percent are agree, thirty one percent are neutral that means they are not agree or disagree in position and six and only two percent of respondents are disagree and strongly disagree that the employees of NRBCB are sincere about their service concern.
Question: You are given enough information about your accounts regularly
Types of Response Strongly
Disagree Disagree Neutral Agree Strongly Agree Total
Total number of customers 2 9 20 15 5 51
left28321000
Figure 07: Percentage of getting regular information about account
Here we can see that only four percent and eighteen percent of respondents are strongly disagree and disagree respectively on that they are not regularly informed by NRBCB about their accounts. Thirty nine percent are neutral on this topic and twenty nine and ten percent of them are agree and strongly agree respectively. So, overall we can say the process is pretty much good.

Question: Does the Bank provide services within the time promised?
Types of Response Strongly
Disagree Disagree Neutral Agree Strongly Agree Total
Total number of customers 3 3 15 20 8 51
-1070323101100
Figure 08: Percentage of services provided by NRBCB within promised time
About forty one percent of respondents are agree with that NRBCB provide services within the time that they actually promised. Thirty one percent are neutral and sixteen percent of them are strongly agree and six percent of customers disagree that they do not get service within the promised time and six percent of customers are strongly disagree on this. So, NRBCB should monitor on this to improve their position in customer mind.

Question: Does the employees at NRBC Bank correctly answered your required inquiries?
Types of Response Strongly
Disagree Disagree Neutral Agree Strongly Agree Total
Total number of customers – 4
27 15 5 51
-28575034163000
Figure 09: Correctly answered to customers’ inquiries
Here we can see that, twenty seven respondents are neutral among fifty one respondents saying that the employees of NRBCB correctly answered their inquiries. Fifteen of them are agree and five of them are strongly agreed and only four of them disagreed.

Question: Are the staff and employees of the bank are helpful and cordial?
Types of Response Strongly
Disagree Disagree Neutral Agree Strongly Agree Total
Total number of customers 2 4
10 20 15 51
left2768600
Figure 10: Helpfulness ; cordiality of staff ; employees
Here, twenty and fifteen respondents are agree and strongly agree respectively saying that the staff and employees of the bank are helpful and cordial. Ten of them are neutral. Four of them are disagree with the question and two of them are strongly disagree.

Question: The officers are friendly and competent at NRBC Bank Limited
Types of Response Strongly
Disagree Disagree Neutral Agree Strongly Agree Total
Total number of customers 1 4 26 15 5 51

Figure 11: Friendliness of the officers
Here we can see that, twenty six customers are neutral saying that the officers are friendly and competent at NRBCB. Fifteen of them are agree that the officers are friendly and competent to them. Five of them are strongly agree on that. Four of them are disagree and only one customer is strongly disagree among the fifty one.

Question: Are the amount of time taken at cash counter to deliver service to you is enough?
Types of Response Strongly
Disagree Disagree Neutral Agree Strongly Agree Total
Total number of customers 7 10
22 9 3 51
-1955803289300
Figure 12: Timing at cash counter
Here, seven and ten of the respondents are strongly disagree and disagree respectively feeling that the time taken at cash counter to deliver service are not enough for them. Twenty two of them are neutral and nine and three of the respondents are agree and strongly agree respectively.

Question: Does the employee of NRBC Bank give you prompt services?
Types of Response Strongly
Disagree Disagree Neutral Agree Strongly Agree Total
Total number of customers 4 6 16 20 5 51
-203203295650
Figure 13: Promptness of the service to customers
Here we can see that, twenty of the respondents are agree that the employee of NRBC Bank give them a prompt service when they go there. Five of them are strongly agree, sixteen of them are neutral that means they are actually neither agree nor disagree and six and four of them are disagree and strongly disagree respectively.
Question: The officers are helpful, competent and knowledgeable
Types of Response Strongly
Disagree Disagree Neutral Agree Strongly Agree Total
Total number of customers _ 3
14 28 6 51
right41457200
Figure 14: Percentage of helpfulness, competency ; knowledge ability of officers
About fifty five percent of respondents are agree on that the officers are helpful, competent and knowledgeable. They correctly know the information that the customers’ required. Twenty seven percent of them are neutral. That means they are not in agree and disagree position. Twelve percent are agree about the question. That means they believe that the employees of NRBCB are very helpful, competent and knowledgeable about different policies and procedures. Only six percent customers are disagree.

Question: Does your cheque book and ATM card delivered carefully and efficiently?
Types of Response Strongly
Disagree Disagree Neutral Agree Strongly Agree Total
Total number of customers _ _
3 20 28 51
-1993903282950
Figure 15: Percentage of delivering cheque book & ATM Cards
From above figure we can see that fifty five percent of respondents are strongly agree on that their cheque book and ATM card delivered carefully and efficiently which means they are satisfied with the delivery process of cheque book and ATM cards. Thirty nine percent of respondents are neutral that means they are neither agree nor disagree with the process and only six percent of the customers are neutral which means they are neither agree nor disagree with the question.

Question: Overall, you are satisfied with the service you received from NRBC Bank
Types of Response Strongly
Disagree Disagree Neutral Agree Strongly Agree Total
Total number of customers _ 2
23 15 11 51
right3384550
Figure 16: Percentage of customers overall satisfaction
In this figure we see that twenty two percent of the respondents are strongly agree claiming that they are satisfied with the overall service they received from NRBC Bank. Twenty nine percent of them are agree with it. Forty five percent of them are neutral that means they are neither agree nor disagree with the question. And only four percent of the respondents are disagree with their service.
Question: The bank environment is peaceful and comfortable
Types of Response Strongly
Disagree Disagree Neutral Agree Strongly Agree Total
Total number of customers _ _ 12 30 9 51
left32829500
Figure 17: Percentage of bank environment
From above figure we can see that, fifty nine percent of the respondents are strongly agree with that the bank environment is peaceful and comfortable. Twenty three percent are neutral that means they are in position of not agree or disagree and eighteen percent of them are only agree that the environment of the bank is peaceful and comfortable.

Question: Do you feel safe in your transaction with NRBC bank?
Types of Response Strongly
Disagree Disagree Neutral Agree Strongly Agree Total
Total number of customers _ _
3 11 37 51
-391886413962
Figure 18: Percentage of transaction safety
Here, we can see that seventy two percent of the respondents are strongly agree with the question where they are asked they feel safe in their transaction with NRBC bank or not. Twenty two percent of them are agree means that they are also satisfied with the transaction process of NRBC bank. And only six percent of the respondents say neutral that means they are not even agree or disagree with the question.
Question: Are you satisfied with SME banking, debit card, credit card facilities?
Types of Response Strongly
Disagree Disagree Neutral Agree Strongly Agree Total
Total number of customers _ 4
18 14 15 51
-1492253206750
Figure 19: Customer satisfaction with SME banking, debit card, credit card facilities
Among fifty one respondents, fifteen of them are strongly agree that they are satisfied with SME banking, debit card, credit card facilities, and fourteen of them are only agreed. Eighteen of them are neutral and only four of them are disagree with the question. So overall the service of SME banking, Debit/Credit card is good enough for the customers.
Question: Does NRBC Bank have visually appealing facilities?
Types of Response Strongly
Disagree Disagree Neutral Agree Strongly Agree Total
Total number of customers _ 1 15 27 8 51
-4514853232150
Figure 20: Visually appealing facilities of NRBCB
Here in the figure, eight of the respondents are strongly agree that NRBC Bank have visually appealing facilities, twenty seven of them are only agreed and fifteen of them are neutral that means they are neither agree nor disagree. And only one customer is disagree with the stated question. So, NRBC bank have to put some more visually appealing things which can attract the customers easily.

Question: Does NRBC Bank has modern equipment & technology that satisfy your need?
Types of Response Strongly
Disagree Disagree Neutral Agree Strongly Agree Total
Total number of customers _ _
7 17 27 51
-4159253302000
Figure 21: Customer satisfaction with banks’ equipment ; technology
Here among fifty one respondents, twenty seven of them are strongly agree on that NRBC Bank has modern equipment ; technology that satisfy their need. Seventeen of them are only agreed and only seven of them are neutral those who are neither agree nor disagree of the question.
Question: Other machines such as lift, AC and lightning of the bank are of high quality
Types of Response Strongly
Disagree Disagree Neutral Agree Strongly Agree Total
Total number of customers _ 2 7 34 8 51
-15875032702500
Figure 21: Other machineries of NRBCB
In above figure, eight of the respondents are strongly agree on that other machines such as lift, AC and lightning of the bank are of high quality. Thirty four of them are only agreed. Seven of them are neutral and only two of them are disagree with the question.

Question: The interior decoration is comfortable
Types of Response Strongly
Disagree Disagree Neutral Agree Strongly Agree Total
Total number of customers _ _
9 11 31 51
-3448053308350
Figure 22: Comfortable interior decoration
Here we can see that thirty one customers among the fifty one are strongly agreed that the interior decoration is comfortable. Eleven of them are agreed and only nine of them are neutral that means they are neither agree nor disagree with it.

4.2. Findings:
After conducting the survey and analysis the collected data I have found the following important results are summarized below:
Most of the customers are satisfied about the recent service of the bank. They said that the bank provide a satisfactory service to them. So I can say that the bank understand customers’ requirements.

Maximum number of customers thinks that the customer service representatives are very courteous. They are polite in nature. They respect customers and make a friendly environment so that the customer can ask any information they want to know.

About seventy two percent of customers feel safe while they do transaction with NRB Commercial Bank Ltd. So the bank must continue it so that customers can feel free and safe while transaction with them.

Most of the customers are satisfied with the SMS Banking service of NRB Commercial Bank Ltd. Though some customers are dissatisfied about the ATM Booth service but hopefully the organization will meet a solution of this quickly.

A large number of customers are mainly house-wife and private job holders. So. It is a great opportunity for the organization to hold up them and make good relationship so that they can recommend the bank to their near and dears.

CHAPTER- FIVE
CONCLUSION & RECOMMENDATION
Conclusion:
Undoubtedly banks play crucial role in the economic development of a country. In addition, the popularity of banks is increasing day by day which leads to increase competition as well. The working experience is quite exciting at NRB Commercial Bank, Dhanmondi Mohila branch. I gathered the experience of actual professional environment. Retail banking, investment and also the foreign exchange operations is very convenient banking tool for the business world as the value of these service is vast. All these services have gathered such a position in the banking sector that people in developed and also developing counties are very much dependent on banking service.

In Bangladesh credit facilities or loans started to become very attractive in recent periods. But still lot of improvements in services and facilities has to be made in this department. NRB Commercial Bank is engaged with general banking activities with a view to expand banking services to the clients.

All the employees of this bank are very qualified and dedicated, who are always trying to provide the best service to the customers. In this bank the employees are highly motivated due to their remunerations and other benefits. Here, all the employees are very much cooperative with their customers, colleagues and visitors. To sum up, I want to say that I am very lucky to join here as an internee because I always get support and motivation to assemble knowledge from NRB Commercial Bank.

NRB Commercial bank offers dynamic products according to the customers need. It has variety of services as I discussed earlier. Customers are highly satisfied with their service. The E-banking sectors are technologically better or I can say best. For the better services & products NRBC Bank, customers are highly satisfied and want to be proud customer at NRB Commercial Bank. So, NRB Commercial Bank Ltd. Is the bank which will survive in the banking sector of the world on the slogan ” Probashir Shopno”.
Recommendation:
It is really difficult to recommend NRBCB although this is new in banking industry. I tried to give some recommendations according to my findings from the study. Following are my recommendations from my survey. The bank should take necessary steps from the below recommendations-
I think the bank should take some steps to response or value the customers. The bank should not categorize its customers as upper level customers, middle level customers or lower level customers. It will decreased the banks popularity as well as profits.

As the customers said that the representatives are patient, enthusiastic and friendly, so I think the employees should maintain it.

Some customers have to wait to get their services. So it is highly recommended that the bank must take some necessary action so that the customers may not wait for long to get their desired services.

Internet service, SMS Banking & ATM Card has better service. So the bank should maintain it.

For the better service of the bank some customers want to recommend the bank to others but there are some customers who are confused to recommend others. So the bank should make believe to those customers about better service of the bank so that they can easily come to bank and get quality service.

BIBLIOGRAPHY
Official Website of NRB Commercial Bank: https://www.nrbcommercialbank.com/homeAnnual report of NRBCB 2016 & 2017
https://www.scribd.com/document/340431634/Internship-Report-on-NRB-Commercial-Bank-Ltdhttp://www.assignmentpoint.com/business/organizational-behavior/customer-satisfaction-of-exim-bank-limited.htmlhttp://dspace.uiu.ac.bd/handle/52243/2
Company broacher and other documents.
Different types of website help.
Asibur Rahman (2013), Internship report on Electronic banking & Customer satisfaction: A case study on PRIME BANK LIMITED. United International University. (SOBE)
CHAPTER- SIX
APPENDIX
QUESTIONNAIRE
Customers’ Satisfaction of NRB Commercial Bank Limited,
Dhanmondi Mohila Branch
We appreciate you taking the time to complete this questionnaire. Please tick mark your answers that you think are most appropriate and return the form.
Please enter the following information:
Gender: ?Male ? Female
Age: ? 18-25 ? 26-33 ? 34-50 ?50- above
Profession: ?Business ?Service holder (Private/Govt.) ? Student ?House-wife ? Others

Please tick () mark the following questions:

Reliability:

Strongly Disagree Disagree Neutral Agree Strongly Agree
Does the account opening process of NRBC Bank Limited is efficient?
You do not have to wait for a long time at NRBC Bank to open an account
Does the employees of NRBC Bank are sincere about your service concern?
You are given enough information about your accounts regularly
Does the Bank provide services within the time promised?

Responsiveness:

Strongly Disagree Disagree Neutral Agree Strongly Agree
Does the employees at NRBC Bank correctly answered your required inquiries?
Are the staff and employees of the bank are helpful and cordial?
The officers are friendly and competent at NRBC Bank Limited
Are the amount of time taken at cash counter to deliver service to you is enough?
Does the employee of NRBC Bank give you prompt services?

Assurance:

Strongly Disagree Disagree Neutral Agree Strongly Agree
The officers are helpful, competent and knowledgeable.
Does your cheque book and ATM card delivered carefully and efficiently?
Overall, you are satisfied with the service you received from NRBC Bank
The bank environment is peaceful and comfortable
Do you feel safe in your transaction with NRBC bank?
Are you satisfied with SME banking, debit card, credit card facilities?
Tangibility:

Strongly Disagree Disagree Neutral Agree Strongly Agree
Does NRBC Bank have visually appealing facilities?
Does NRBC Bank has modern equipment ; technology that satisfy your need?
Other machines such as lift, AC and lightning of the bank are of high quality
The interior decoration is comfortable
Bank security is satisfactory
Thanks for your time and cooperation.