The organization commence its functions in the financial sector of the country as an investment company as named “National Credit & Commercial Bank Limited (NCCBL)” in 1985. For the greater impingement in financial market it coverts as a schedule bank as “National Credit and Commerce Bank Limited” in 1993. Major Finding About maximum of the customer rates this services as not satisfactory because of its availability and small array of product range. Employees are always try to provide service as fast as possible, because Customer is the first priority. Most of the people from the sample size are quite happy with Bank location of NCC Bank but it is not total satisfaction. Majority responder are not satisfied with the facilities like ATM or Debit/Credit card. Most of the responder are satisfied on the NCC bank service. NCC bank employees are firstly think that to provide the customer surety the account.

1. Bangladesh University of
Business & Technology (BUBT)

2. PRESENTED BY
Rizwan Mahbub Khan
ID -12132101051
Intake- 31st
Major –Marketing
Bangladesh University of Business &
Technology (BUBT)

3. Presentation Topic
Analysis of customer Satisfaction of
NCC Bank

4. Chapter-01
Introduction

5. Objectives of the study
The main objective of this study is to analysis of
customer satisfaction of NCC Bank.

6. Methodology
Types of the Research:
This report is descriptive in nature which briefly analyze the customer Satisfaction of
NCC Bank Limited “(Mirpur 10 no Road).”
Sources of Data:
To prepare this report the required information collected from both primary and secondary
source.
Primary Data:
The ‘Primary Sources’ are as follows:
• Questionnaire Survey method.
• Face-to-face conversation with the respective officers in the branch.
• Informal conversation with the clients.
• Practical work exposures on different desks of the branch covered.
• Relevant file study as provided by the officers concerned.

7. Secondary data:
The secondary data was collected from company’s yearly business review
report, annual report, text book and information from internet etc.
Data collection procedures:
To analyze the report primary data are mainly used. Besides this information
is also collected by taking expert satisfaction from the officer which I was
doing the internship program at the bank.

8. Questionnaire Design
This is a well structure type of questionnaire and used to conducting
survey on customer satisfaction of NCC Bank Limited (Mirpur 10 no
Road).Here average time was 10-15 minutes for every respondent. There
are 15 questions in the questionnaire.
 Sampling Plan:
Sampling plan is a definite plan for obtaining a sample from a given
population.
 Target Population:
All the customers of NCC Bank Limited. Mirpur Road Branch., Dhaka.
 Sample Element:
Individual customer of NCC Bank Limited,. Mirpur Road , Dhaka

9.  Sample Frame:
Bank did not provide me sample frame due to their organizational
secrecy.
 Sample Procedure:
Non-Probability convenience sampling procedure is used in the
survey.
 Sample Size:
The sample size is 35.
 Time period for data collection:
Time period for data collection is November 2016 to
February 2017.

10. Limitations of the study
 Many of the analysis on the obtained data are based upon my sole
interpretation . This in result might bring some biases, as lack of
knowledge and depth of understanding might hinder me to produce
an absolute authentic and meaningful report.
 Time constraint was another limitation restricting this report from
being more detailed or analytical.
 Above all, this internship report was carried out by a novice. So, lack
of experience was one of the main constraints of the study. As
office timings at NCC are from 10:00 am till 6/7 pm. During office
hours it was simply hard to manage time for working with the
report. Moreover, working with the report after regular office hours
was quite frantic.

11. Chapter 2
Organization Overview

12. Profile of NCC Bank Ltd:
The organization commence its functions in the financial sector of the
country as an investment company as named “National Credit &
Commercial Bank Limited (NCCBL)” in 1985. For the greater impingement
in financial market it coverts as a schedule bank as “National Credit and
Commerce Bank Limited” in 1993.
Objectives of NCC Bank :
• TO CONDUCT interest- free Banking.
• To invest on profit and risk sharing basis.
• To accept deposits.
• To establish a welfare- oriented banking system.
• Meet capital adequacy requirement at all the time.
• Ensure 95% recovery of all advances.
• Ensure a satisfied work force.
• Focus on fee-based income.

13. Mission of NCC
To mobilize financial resources from within resources from within and
abroad to contribute to agricultures, Industry and socio-economic
development of the country and to play a catalytic role in the formation
of capital market.
Vision of NCC
• To ensure soundness & development of financial system.
• To build- up a strong & efficient organization with highly motivated
professionals.
• To work for the benefit .

14. Chapter-3
Theoretical Aspects

15.  Customer Satisfaction
Customer satisfaction is defined as “a person’s judgement of a products
perceived performance in relationship to customer’s expectations.
 why customer satisfaction is so important:
• It’s a leading indicator of consumer repurchase intentions and loyalty.
• It’s a point of differentiation.
• It reduces customer churn.
• It increases customer lifetime value.
• It reduces negative word of mouth
• It’s cheaper to retain customers than acquire new ones.

16. Chapter-4
Analysis and Finding

17. Graphical Presentation
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
Strongly Agree Agree Neural Disagree Strongly Disagree
Series 1
 NCC Banking facilities are satisfied to the customer

18. Branch location is convenient
0%
10%
20%
30%
40%
50%
60%
Strongly Agree Agree Neural Disagree Strongly Disagree
Series 2

19. Card Facilities (Such as ATM, Credit card, and
debit card) are sufficient
0% 5% 10% 15% 20% 25% 30% 35% 40% 45%
Strongly Agree
Agree
Neural
Disagree
Strongly Disagree
Series 3

20. Customers feel secured to transect with NCC Bank
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Strongly Agree
Agree
Neural
DisAgree
Strongly disagree
Series 4

21. Fees & Service charge to the customer are
reasonable
0% 5% 10% 15% 20% 25% 30% 35% 40%
Strongly Agree
Agree
Neural
Disagree
Strongly Disagree Series 5

22. NCC bank provides prompt service
31%
22%
20%
22%
5%
Series 6
Strongly Agree
Agree
Neural
Disagree
Strongly Disagree

23. NCC bank employees have complain handling
knowledge
44%
34%
17%
3% 2%
Series7
Strongly Agree
Agree
Neural
Disagree
Strongly Disagree

24. NCC bank employees are well-mannered & well
trained
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
Strongly Agree Agree Neural Disagree Strongly Disagree
Series 8

25. Confidentiality of the customer information is
maintained
0%
10%
20%
30%
40%
50%
60%
Strongly Agree Agree Neural Disagree Strongly Disagree
Series 9

26. Internet & SMS banking facilities are customer
satisfied to the NCC bank.
0 0.5 1 1.5 2 2.5 3 3.5 4 4.5 5
Strongly Agree
Agree
Neural
Disagree
Strongly Disagree
Series 10

27.  I get full support my accounts, when I needed
43%
30%
20%
5%
2%
series11
Strongly Agree
Agree
Neural
Disagree
Strongly Disagree

28. NCC Bank 24 hour call-center is always on
response to the customer
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Strongly Agree Agree Neural Disagree Strongly Disagree
Series 12

29. Online Transaction are very fast & smooth
0%
5%
10%
15%
20%
25%
30%
35%
40%
Strongly Agree Agree Neural Disagree Strongly Disagree
Series 13

30. NCC always gives individual attention to the
customer
0%
10%
20%
30%
40%
50%
60%
Strongly Agree Agree Neural Disagree Strongly Disagree
Series 14

31. I am satisfied with the banking system of NCC
Bank
0%
5%
10%
15%
20%
25%
30%
35%
40%
Strongly Agree Agree Neural Disagree Strongly Disagree
Series 15

32. Major Finding
• About maximum of the customer rates this services as not satisfactory
because of its availability and small array of product range.
• Employees are always try to provide service as fast as possible, because
Customer is the first priority.
• Most of the people from the sample size are quite happy with Bank location
of NCC Bank but it is not total satisfaction.
• Majority responder are not satisfied with the facilities like ATM or
Debit/Credit card.
• Most of the responder are satisfied on the NCC bank service. NCC bank
employees are firstly think that to provide the customer surety the account.

33. • Charge for their customers & maximum of the customers surveyed thin that
its charge are quite acceptable comparing to the charge of others.
• Clearly see that most of the people think that the bank can provide prompt
service & they are quite satisfied with this error and the number of people
disagrees with this are small in number.
• NCC bank are interested to solving customer problem.
• Employees talk to customer very politely and softly, maximum of them are
very cool to talk with customers.
• NCC Bank very much confident that bank will show respect to them by
keeping safe of their confidential information.

34. • Clearly responder are satisfied on internet & SMS Banking. that facilities
are short time transaction hour.
• Most of the responder are satisfactory in this manner the customers
surveyed that the employees are good that’s why when I need I get full
support my accounts.
• Clearly responder from the sample size are quite happy with the service 24
hour call center is always on response to the customer.
• Most of the people are satisfied & do agree with the quality of the online
banking facilities provided by the bank.
• clearly the most responder are satisfied with the banking system of NCC
bank .

35. Chapter-5
CONCLUSION
&RECOMMENDATIONS

36. RECOMMENDATIONS
• NCC Bank should maximum of the interest rate.
• NCC Bank should Introduction of compliance Management.
• NCC Bank should increase Employee Training.
• NCC Bank should improving ATM /Debit/ Credit card Facilities.
• NCC Bank should Advertisement & Promotion (such as billboard , TV,
Newspaper etc).
• NCC Bank should location convenient to their activity.
• NCC Bank should solve the problem .
• NCC Bank should do more quality service .

37. CONCLUSION
From my survey that I got simply want to say that customers of NCCBL are
satisfied with the current banking services. They have one objection
regarding interest rate except that everything is ok.
I want to give a good news before ending my conclusion that NCCBL just
inaugurated credit card of Visa brand with access both in International and
local market. It's an interest free credit card.

38. THANK YOU