1. An Evaluation of Customer Service and
Satisfaction on General Banking Activities
A Study on National Credit and Commerce Bank Limited
Kadamtali Branch, Chittagong.
Prepared By
Mohammad Omar Sharif
Matric No: R101292
Program: RMBA
Major: Marketing
Trimester: Summer 2011
Faculty of Business Studies
International Islamic University Chittagong

2. Objective of the Study:
The main
objective of this report is to evaluate the general banking services of NCC
Bank Limited, Kadamtali Branch. The following specific objectives have
been highlighted to attain the main objective:
• To know about the general banking Activities of NCC Bank
Limited.
• To identify the function of customer service department of
NCC Bank Kadamtali Branch.
• To measure the customer expectations of NCC Bank.
• To find to what entend customers are satisfied with the
performance of NCC Bank Limited

3. Methodology of the Report:
For preparing this report data have been collected from both Primary and
Secondary sources which are used to prepare the report. The details of
these sources are highlighted below:
Primary sources:
• Personal interview with the officers of NCC Bank Limited as well as face
to face conversion with the clients.
• Sharing practical knowledge of officials.
• Interviewing officers and staffs.
• Interview with the Clients.

4. Secondary sources:
• Audit Reports
• Relevant books, Research papers, and Journals
• Internet and various study selected reports.
• My Brother Banking Knowledge.
• Different circulars of the Bank.
• NCC Bank guide book
• Website

5. Findings:
• Though Service provided by NCC Bank in satisfactory, the training facilities
for junior officers in not sufficient regarding customer satisfaction.
• Customer expressed their dissatisfaction as the number of own ATM
Booths of NCC Bank is very few.
• Kadamtali branch is not well decorated and number of officers is not
sufficient
• Most of the Customer expressed satisfaction about the correct information
from the NCC Bank Officers. But a few customers showed dissatisfaction.
• An average of 50% customers is satisfied about the Service charge of NCC
Bank, 30% are highly satisfied and benefited. But 20% customers
expressed
their dissatisfaction.

6. Findings:
• In terms of reliability it is clear that NCC bank provides services timely and
as promised. It can be perceived that they are efficient to perform the
service at the first time.
• In terms of Empathy NCC Bank Limited Employees can’t pay attention to
its customers every time. It is very harmful for Bank service.
• In terms of Tangibles we can say that NCC Bank Limited have not enough
time to serve their customers. But Clients want more and more suitable
business hours because time is very important factor for them

7. Recommendation:
The followings are some of the recommendations that might be useful in
improving the business condition of the branch:
• NCC Bank Limited should provide an effective training program for the
junior level officer as though they can perform their task efficiently.
• Bank may start separate ATM booth at all branches.
• Most of the time NCC Bank Limited, Kadamtali Branch is found in
gathering and crowded place especially from 1st day to 10th day of the
month due to shortage of space. This branch should increase it space.
• Employee satisfaction should be ensured for quality services. If the
employee is de-motivated and dissatisfied, no further measure will work.

8. Recommendation:
• All online banking services should be available in the branch to attract
the customers.
• NCC Bank Limited should use modern banking system. So that they can
improve their customer satisfaction

9. Conclusion:
Today's business is very competitive and complex. To survive in the
market the organization needs competent people and has to take some
effective policy. Banking sector being a service sector of Bangladesh
continues to contribution to a great deal in the economy of Bangladesh.
National Credit and Commerce bank Ltd. Kadamtali branch has been
established with this objective of providing efficient and innovative
banking service to the people of all sections of our country. The bank
maintains a well-structured communication from upper level to lower
level. The finding of the study showed the consumers preference for
high quality service. Now-a-days NCC Bank Limited Kadamtali branch
merges as a well-known bank in our banking sector.