internship report -Relationship between nbl & its corporate clients

1. Acknowledgement
First of all I am grateful to Almighty Allah for enabling me to work on this report and for
making the circumstances favorable to accomplish my task. I also wish to thank our honorable
supervisor Partha Prasad Chowdhury for assigning me the project and for all his kind support to
accomplish it. The project intends to develop a report on the “Relationship between National
Bank ltd & its corporate client”.
I would like to thank to my honorable supervisor, Partha Prasad Chowdhury, Lecturer in the
Faculty of Business Administration, American international University of Bangladesh who had
given me the opportunity in preparing this report and heartiest guidance time to time he had
provided to me. His keen in interest that the field of “Relationship between a bank & its coporate
client” has encouraged me to carry out my internship report on National Bank ltd. His constant
supervision,constructive criticism, valuable advice , scholarly guidance and suggestion at all
stages of my work have made it possible to complete this internship report.
I am also like to thank in NBL employees,especially Mr. Abu Md. Wasim Nur (Senior Executive
Officer), Mr.Zubair Hossain(Senior Executive Officer), Ranjit Kumar(Principal Officer),
Mr. Mohammad Adnan Bin Bashir(Officer), Mr Khabir Ahmed(Officer),
Mr. Wahiduzzaman(Officer), Ms. Nurun Nahar(Senior Officer),They have given their valuable
time and suggestion to me & for their co-operation I have got learn about National Bank
Limited.
Finally, I would like to thank the entire faculty members, officials and classmates of mine who
have always supportive to me.
1

2. Table of Content
PART 1: ORGANIZATIONAL PROFILE
SL No. Topics Page
No.
1.0 Organizational Overview: 06
1.1 An overview of the National Bank Limited (NBL) 06
1.2 Mission 07
1.3 Vision 07
1.4 Value of NBL 07-08
1.5 Corporate Clients Service Provides by NBL & List of the Corporate Clients 09-11
1.6 Product Offerings of NBL for the Corporate Clients 11-18
PART II: PROJECT PART
SL No. Topics Page No.
2.0 Introduction to the study: 20
2

3. 2.1 Introduction 20
2.2 Rationale of the study 20-21
2.3 Statement of the problems 21-22
2.4 Scope & Delimitation of the study 22-23
2.5 Objectives of the report 24
3.0 Literature review 25-26
4.0 Methodology 27-28
5.0 Data analysis & interpretation 29-45
6.0 Findings 46
7.0 Recommendations 47
8.0 Concluding remarks: 48
8.1 Conclusion 48-49
8.2 Limitations of the Report 49
9.0 Reference 50
10 Appendix (Survey analysis) 51-55
Executive Summary
3

4. In this report, I have tried to discuss and define all of the major activities related with the
understanding of Corporate client’s perception and attitude regarding the performance of the
corporate client’s service department in a bank. In this report I have chosen to evaluate the level
of Corporate client relationship/satisfaction between National Bank Limited, Dilkusha Branch.
Marketing scope in banking sector should be considered under the service marketing framework.
Performed marketing strategy is the case which is determination of the place of financial
institutions on corporate clients mind.
The key purpose of the report has been to generate a particle understanding of the level of
Corporate client’s satisfaction between National Bank Limited, Dilkusha Branch. The key
service features required to develop good relationship with the corporate clients & NBL. To
identify/check the short comings of the service offering that NBL for providing necessary
suggestions.
Based on a survey of NBL(National Bank ltd.),at Dilkusha branch’s corporate clients in
Bangladesh, the impact of satisfaction, trust & the use of electronic banking on commitment
towards NBL is investigated. It is found that trust is the key factor influencing the acceptance of
electronic banking. Perceived Corporate client’s satisfaction with the bank only impacted
indirectly on the adoption of electronic banking. The cumulative effects of Corporate Clients
relationship are found to have a positive impact on trust directed towards this bank & this’s
greatly impacted on the propensity to use electronic banking. Corporate client’s satisfaction, trust
& the use of electronic banking are found to have a positive impact on the corporate clients
commitment towards this bank.
I have to work hard in order to complete the research work. It has very difficult for me
sometimes but I have given my level best in order to create a descent report. I have tried to put in
a rigorous and firm effort in order to analyze and evaluate the data, which had been obtained
from the survey questionnaires.
4

5. PART 1: ORGANIZATIONAL PROFILE
1.0 ORGANIZATIONAL OVERVIEW
5

6. 1.1 An overview of the National Bank Limited (NBL):
National bank Ltd is the first private sector commercial bank of Bangladesh, fully owned by
local entrepreneurs. NBL has started from 23 march 1983. The board of directors of this bank
consists of nice intellects of the country’s business, commerce and banking areas. NBL brought
a change in services in the banking sector besides the traditional Govt. banks with its excellent
difference. The success of NBL is for its cooperative, helpful, approach, understanding the real
banking needs of each and client and concern for their benefits and welfare. From the beginning
NBL had the great objectives about the share holders-to maximize their facilities as well as
dividend. Now NBL is bigger concern compare to others in same industry holding 156 branches
in the inland areas. In 1995 NBL opened a representative office at Myanmar. In different
countries NBL has some exchange booths to facilitate the foreigners. With a string sense in all
business area of commercial banking NBL could foresee tremendous growth in home bound
remittance from Bangladeshi emigrants in USA, UK ,Middle East and in different countries of
the work. Consequently, NBL established a unique money remittance system with Western
Union of USA for inbound and outbound remittance. Still now, NBL has this type of novelty
services facilities. NBL always is committed to fulfill its ethical responsibility to the society,
country and to the whole world. NBL has participated in the Brained Multi Purpose Project, a
major enterprise undertaken for improving the condition of the farmers the northern region of the
country. Establishment of NBL foundation, which operates National Bank Public School and
college and sponsorship of various sports tournaments are few of the mentionable projects that
display NBL’s commitment to the society. Besides the different types of accounts, NBL has
some special schemes that really represent bank’s concern about the clients, some of them are –
MSS, SDS, SIS credit Card, ATM services.
1.2 Mission
6

7. NBL mission is to continue our support for expansion of activities at home and abroad by
adding new dimension to our banking service which have been on going in an unchanged
manner. Beside, NBL are also putting highest priority in ensuring transparency, account ability,
improved clientele service, as well as our commitment to serve the society through which we
want to get closer to the people of all levels. Winning an everlasting seat in the heart of the
people as a caring companion in uplifting the national economic standard though continuous
upgrading and diversification of clientele services in line with national and international
requirements is the desired goal NBL want to reach.
1.3 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 have been our cherished vision.
1.4 Value of NBL
NBL’s core values consist of 7 key elements. These values bind our people together with an
emphasis that our people are essential to everything being done in the bank.
 In serving corporate clients
 Corporate client-first
 Quality focus
 Credibility and secrecy
 Integrity
 NBL protects and safeguard all corporate client information.
 NBL treats everyone in an equitable and consistent manner.
 NBL creates an environment, which earns and maintains corporate client trust.
 Open communication
7

8.  NBL builds corporate clients relationship based on integrity and respect.
 NBL offers a full line of products and excellent services.
 NBL is committed to the prosperity of the corporate clients and shareholders.
 Performance driven
 In NBL, corporate clients and employees are judged in terms of their performance.
 Continuous self improvement
 Continuous learning, self-challenge and strive make ways for self-improvement of
workforce at NBL.
 Quality
 NBL offers hassle free better service timely.
 NBL build up quality asset in portfolio.
 Teamwork
 Interaction, open communication, and maintaining a positive attitude reflect NBL’s
commitment to a supportive environment based on teamwork.
1.5 Corporate Clients Service Provides by NBL & List of the Corporate Clients
8

9. Corporate clients service is provided by NBL may be grossly categorized into deposit services,
and credit services. It generally means taking deposit on money from corporate clients, giving
loans and advances to the corporate clients. These activities require an arrangement of service
process. Branch expansion, Survey of environment, location of deposit potential, identification
of credit needs and collect information about target markets. National Bank Limited (NBL)
recognizes that a productive and motivated Work force is a prerequisite to leadership with its
Corporate clients, its Shareholders and in the Market it serves.
In serving the NBL
• Loyalty
• Total commitment and dedication
• Excellence through teamwork
NBL experiences in handling Corporate Banking business covers a wide span of businesses and
industries. It can control on NBL expertise in the following sectors particularly:
 Telecom, Media and Technology,
 Textile, Ready Made Garments,
 Edible Oil, Consumer and Diversified Industries,
 Shipping, Ship Breaking, Steel and Engineering,
 Energy, Chemicals and Pharmaceuticals,
 Cement and Construction,
 Financial Institutions.
9

10. Familiar Relationship between Corporate Clients & NBL
Company name Account type
Ast Bevarage Current Deposit(CD)
Eastern Cement ltd. Current Deposit(CD)
Uttara Knitwears ltd. SND(Special Notice Deposit)
Dhaka Bank ltd. SND(Special Notice Deposit)
Grameen phone ltd. FDR(Fixed Deposit Reciept)
Metlife Alico SND(Special Notice Deposit)
Huda Builders & Engineers Loan General(LT)
Mousumi Industries ltd. Secured Overdraft(SOD)
Hascot Builders ltd. Cash Credit(CC)
Living Plus ltd. Loan AG. Trust Receipt(LTR)
M.N Hallick & Company L/Doc. Bills Purchase(LDBP)
Dekko Garments Packing Credit
Aman Spining Packing Credit
Desh Garments ltd. Back to Back L/C
ABA Garments ltd. Packing Credit
Concord Garments ltd. Back to Back L/C
Not only above but also so many different sector’s corporate clients, that NBL provide services
by depositing their money & payment them interest, loan& advance as per Bangladesh Bank
10

11. rules. So many Banks also follow this rule that provide by Bangladesh Bank. But in here,
exception is that NBL cutoff tax as little bit amount, where the another bank does not do this.
That’s why huge response that NBL gets in every year not only from corporate clients but also
general corporate client keeps their deposit & takes different loan as per their ability.
Corporate client’s services generally means taking deposit on money from corporate clients,
giving loans and advances to the corporate clients, take deposit, give foreign remittance facility
etc. These activities require an arrangement of service process. Branch expansion, location of
deposit potential, identification of credit needs, and collect information about target markets.
Accordingly, banks make arrangement to deliver their services to the potential corporate clients
in terms of acceptance, Sanction, Advances, Commitment, Transfers, Remittance, Opening of
letter of credit (L/C), Export Documents Handling Bills Collections and many Other Services.
Like some other Banks national bank Limited (NBL) has also some Services that it provides its
potential corporate clients. National Bank Limited usually provides two types of services:
1.6 Product Offerings of NBL for the Corporate Clients
 Corporate matter services of National bank Limited (NBL):
It is very true the major contribution to the bank’s equity has come from business banking sector.
It provides several types of services under business banking. NBL offers corporate banking
facilities, it also provides commercial, institutional, quasi government or correspondence
facilities.
 Corporate Banking Service:
NBL is recognized as the good financial institution in corporate matter services sector in our
country. Its professional management team collects to the need of its clients and provides them
with a wide range of financial services.
11

12.  Institutional Banking service:
The institutional service are provided by NBL is designed for different fund based organization
like donor agencies, NGOs, voluntary organizations, foreign missions, airlines, shipping lines
and their personnel with the facilities, which are freely convertible to major international
currencies, local and foreign currency remittances through a large network of branches and
correspondence.
 Commercial Banking:
NBL offers different commercial banking facilities to all commercial concerns especially those
with particular involvement with import and export finance. It provides the finance facilities like-
trade finance facilities including counseling, confirming export L/Cs; and issue of import L/C
backed by its correspondent network, it also provides bonds and guarantees, investment advice,
leasing facilities, project service opportunities.
Personal banking service:
 Deposit services:
• Current Deposit:
National Bank Limited offers corporate clients current deposit facility for day-to-day business
transaction without any restriction.
Services
 No hidden costs for the clients.
 Standing Instruction Arrangement are available for operating account.
 Easy access to other facilities.
12

13. • Term deposit:
 Special Notice Deposit:
National Bank Limited offers interest on corporate clients special notice deposit account and
gives facility to withdraw money any time.
Services
 If anyone can’t to understand any matter then the experienced employee helps to
them.
 Well trainer employee also help for corporate clients about accounts opening, operating
matter.
 Giving them valuable upgrading information
 Fixed Deposit:
National Bank Limited offers fixed term savings that will scale up the savings amount with the
time.
Services
 Premature encashment facility is available.
 Overdraft facility available against term receipt.
 secured credit card facility.
 multiple currencies and durations to find a Fixed deposit.
13

14.  give as peace of mind, while clients watch their money grow
 Loans and Advances:
Loans and advances are major earning source of a bank. NBL is also very careful to provide
loan, normally NBL sanction loan to individuals, small/medium or large industries. Actually
loans give of the bank’s deposit, against valuable security.
 Cash credit(CC):
cash credit is one kind of credit facilities to the corporate clients. CC is fully continuous loan.
Generally this loan is issued as providing to see the condition of asset or liabilities of a client
business.
Services:
 can convert the available credit limit into instant cash or transfer the outstanding balance
from other credit cards to the NBL credit card account.
 Enjoy interest-free throughout the full repayment period
 Overdraft
NBL offers overdraft facility for corporate clients for day-to day business operations .
Services
 Low charges in overdraft account maintenance.
 Facility is available against deposit receipt or mortgage property.
 interest rate 13-16%.
 Small Medium Enterprise Loan
14

15. NBL offers financial support to small businessmen/enterprise with new products named "Festival
Small Business Loan" and "NBL Small Business Loan" has been introduced in the Bank. The
trade development services that banks offer to their midsized or large companies are difficult to
offer for SME clients, as their number is too large and their needs even wider.
Services
 can find country profiles, market surveys, detailed import export flows, customs
duties, shipment documents, etc.
 Corporate Credit Loan
NBL offers consumer credit facility for retail corporate clients. Financing items- Electronics
consumer products, Computer or Computer accessories.
Services
 Fast processing.
 Competitive interest rate.
 No application or processing fee.
 Invest for future growth
 Eliminate rent payments
 Reduce current mortgage payments
 Easy monthly installment.
 Other services:
• Trade services
15

16. NBL provides comprehensive banking services to all. types of commercial concerns such as in
the industrial sector for export-import purpose as working capital, packing credit, trade service,
Issuance of Import L/Cs, Advising and confirming Export L/Cs. - Bonds and Guarantees .
Services
 Minimum processing time.
 Low service charges.
• SWIFT services
NBL is one of the first few Bangladeshi banks to obtain membership of swift (Society for
Worldwide Interbank Financial Telecommunication). SWIFT is a members owned cooperative
which a first and accurate communication network for transaction such as Letter of credit, fund
transfer etc. by being a member of SWIFT, the bank has opened up possibilities for uninterrupted
connectivity with over 10,000 user institution all over the world.
Services
 cash and treasury management messaging
 valuable integration expertise to corporate clients around the world
• Utility Bill Payments:
National Bank Limited (NBL) offers Multi-mode utility bill payment facility for its client’s
weather it is cellular phone bill, telephone Bill, Electricity Bill or water bills of them. It is also
possible for the NBL Corporate clients to make utility bill payment by using E-cash ATM
service.
Services
 No interest charges
 Secure online transactions
 Innovate and market demanding service plans
16

17.  Monitor dealer performance
 Provides 360 degree subscriber view
• International trade and foreign Exchange:
National bank Limited (NBL) provides foreign exchange transaction facilities to its corporate
clients. When anyone goes abroad for business. Holidays or any other purposes, he/she can
obtain his/her foreign currency and Traveler’s check permissible under Government regulations
without any hassle from any branch of National bank limited(NBL).These offices are the focal
point for processing Import and Export transactions for both small and large Corporation
Corporate clients.
Services
 international payments
 purchase or sale of foreign and local currency in stay residents and non-
residents.
• Safe deposit lockers:
The corporate client can use the locker facility of National Bank Limited (NBL) and thus have
the option of covering their valuable against any unfortunate incident. NBL offers security to
their lockers service as afforded to their own property at a very competitive price. The Bank is
usually at this for the clients from Saturday ttoThursday (from 10:00 am to 4:00 pm).
Services
 to give our clients peace of mind
 knowing that their valuables are safe & secure
• Documentary credit:
17

18. Having a worldwide network of correspondents and team of experienced trade professionals.
NBL is uniquely poised to establish Documentary credits in most currencies and can provide for
drawings at sight or at a term to suit your financing requirements. NBL can also arrange
confirmation of documentary credit-an additional undertaking given by our correspondent banks
providing for payment to the exporter “without resource” for documents presented in strict
compliance with the terms and conditions of the documentary credit.
The bank also deals in all types of export letter of credits. Each day, the bank advices a large
number of export credits and arranges opening of back letters of credit.
Services
 Opening, Straightening, Confirmation, Transfer the letter of credit;
• Insurance Cover services:
National Bank Limited (NBL)’s trade professional assist the corporate clients to satisfy that the
goods have been insured to cover all the risk involved. This is a complimentary service provided
by the trade team of the bank.
Services
 Providing with a low cost, comprehensive health insurance policy that designed
specifically for the business
 innovative underwriting, and competitive pricing for their clients
 Upcoming service:
18

19. • Business Loan
NBL offers Business loan facility for purchasing flats or construction of house for the corporate
clients business purposes.
Services
 Grace period available up to 9 months in flat purchase or 12 months in construction.
 Competitive interest rate.
 No application or processing fee.
• Lease services
NBL offers lease services for acquiring of capital Machineries equipment and other items. The
scheme is flexible and can provide full funding for a business venture. The servicing scheme of
the bank is simple, convenient and is backed by prompt service from a team of dedicated
personnel .
Services:
 Competitive monthly rental.
 Tax benefit.
 Fast processing.
 Easy handover after leasing period.
19

20. PART II: PROJECT PART
20

21. 2.0 INTRODUCTION TO THE STUDY
2.1 Introduction
Marketing scope in banking sector should be considered under the service marketing framework.
Performed marketing strategy is the case which is determination of the place of financial
institutions on corporate clients’ mind. Bank marketing does not only include service selling of
the bank but also is the function which gets personality and image for bank on its corporate
client’s mind.
2.2 Rational of the Study
National Bank Limited is one of the most renowned private commercial bank in Bangladesh.
The report entitled “Relationship between NBL & its corporate clients” has been prepared as a
partial fulfillment of MBA program Faculty of Business administration, American International
University Bangladesh (AIUB) . In Today’s world only academic education does not make a
student perfect to become competitive with the outside world. Internship is highly needed to gain
idea, knowledge and practical experience.
It is not possible to know everything about banking service process within this limited time
period.
 I chose the topic to find out the corporate client’s satisfaction level
between the organization.
 To find out what type of facility the corporate client demand & wants
from the organization.
 This topic will help me to know the reason for Evaluation, person who
should benefit from the evaluation, what type of evaluation should be
21

22.  used and what problems might be encountered.
2.3 Statement of the Problem
 Problems from the Corporate client’s point of view
 ATM is the most widely used in other banks in our country. However, the
numbers of ATM booth are so much limited.
 National bank limited does not have enough products comparing to other
banks of our country. It is also a very big problem.
 The service of the bank is moderate, which is a big problem for NBL.
 Problems from employee point of view:
 Delay in loan processing system
 Slow criteria of employee motivation
 NBL web site does not give the all information for the employee
 Service time is limited
 The problem of NBL related to export:
 Sometimes the exporters do not provide full documents with export form
(EXP form)
22

23.  Exporters sometimes do not provide the EXP documents in right time. So
the bank faces problem to get the exporters full documents within
specified time that is service big problem to the client.
 Sometimes corporate client authority takes time to provide the
documents. But the bank need to provide the triplicate EXP form to the
Bangladesh bank within the specified time.
 The problems of National Bank limited related to foreign remittance:
 Party declaration is a very big problem for the bank in case of foreign
remittance. Because the bank need to provide the report to Bangladesh
bank within the first five days in a month. But the corporate clients do not
contact within the specified.
2.4 Scope and Delimitation of the Report
While preparing the report I have learned a lot about the Bank and banking system situated in
Bangladesh. NBL is one of the well-known banking institution and I have known their products
and different terms of their business, how they work in the field and provide their services to
their corporate clients.
Commercial Bank of National Bank Ltd. These activities involve:
• General Banking activities
• Corporate client care service
• Banks product and services
But special emphasis is given on the Corporate client care activities of the branch
In order to write this report I will work for 2 months as an intern in National Bank Limited
(Dilkusha Branch). I will also collect data from other sources related to my topic which is
23

24. mentioned in methodology. It has become essential for every person to have some idea on the
bank Institutions. As our educational system predominantly text based, inclusion of practical
orientation program is an exception to the norm. From practical knowledge, we’ll be able to
know real life situations and launch a career with some practical experience. My report topic has
been selected as “Relationship between NBL & its corporate clients”
During a short span of time the bank has been able to establish a good image in the banking
sector and has become a house hold name in the country due to several corporate clients- friendly
deposit and loan scheme. I am doing my internship in National Bank Limited with rotation on
different desks which includes accounts opening, general banking, clearing, loan and advance,
Import & Export etc. in this report “Relationship between NBL & its corporate clients” I’ll
focus on how &corporate client positive relation with this bank. Since they are standing at good
position among the private banks, their market share, marketing mechanisms, overall strength
and weakness, objectives, goals will be cross examined for analyzing the fact that how they were
and how they will be in future.
Corporate Clients relationship between the bank are internal environment of the branch, various
schemes offered, location, attitude of officers, query handling, prompt service delivery, various
charges, interest rate, networking and so on. The study shows that most of the corporate clients
are satisfied with the services of the bank but there are some dissatisfying factors which are
inflexibility in credit sanctioning facility, higher interest rate, inadequate e-banking facilities and
so on. In these circumstances, to better satisfy corporate clients the branch should be more
flexible in giving loans, charge reasonable interest rate, and can undertake some promotional
measures to make corporate clients aware of the services.
As I am directly in touch with corporate clients, the report will deal with the service quality and
corporate client’s positive relation with National Bank Limited. A survey will be conducted on
the corporate clients of National Bank Limited. The objective of this report will be to determine
to how well National Bank Limited is satisfying the corporate clients on different service
grounds. Various important issues of corporate clients satisfaction will be presented in the
findings of the survey.
24

25. Lastly the findings will be examined to prescribe a set of specific recommendations to improve
the overall service quality according to corporate clients expectations and also to solve the
existing problems in the whole organizational level.
2.5 Objectives of the Report
The endeavor of this report is to endow me with valuable practical knowledge about banking
operations and activities and analyze the performance of the National Bank Ltd. The objective of
the study was to determine the corporate clients’ perception about the service quality of
Corporate client care department of National Bank Ltd. It gave the management an idea about
the quality of the service that they are providing and will help them to make decision to improve
that.
 To identify the key service features required to develop good relationship with the
corporate clients.
 To identify/check the short comings of the service offering that NBL for providing
necessary suggestions.
25

26. 3.0 LITERATURE REVIEW
The impact of market conditions corporate clients always wants to take more profit ,well interest
rate from their deposit, They takes loan if they show well deposit in the same bank. NBL
(Dilkusha Branch) keeps all the criteria for their client. From 1983 to Present different sectors
client NBL performs so nice servicing policy. For this reason, client numbers of NBL is
increasing day by day. NBL (Dilkusha Branch) is a large size of bank. So different department
has there. Experienced employee stays for servicing purposes. There has no chance to negative
impact for the corporate clients.
Always DMD of NBL (Dilkusha) stay for searching new client though stay the existing
corporate clients. Deposit, Loan, L/C opening information gets the corporate clients so easy way
by the experienced employee. So, NBL (Dilkusha Branch) obviously creates positive or good
relationship between the corporate clients.
26

27. In this bank, there are so many service features for the corporate clients. They keeps their
deposit(SND,CD,FDR).They take loan(SOD,CC,SME).For L/C opening they take the services
are-(Back to back L/C,Packing credit).
In NBL (Dilkusha branch) for the corporate client service is the service provided in support of a
Core Product. Corporate client service most often includes answering question, taking orders,
dealing with billing issue, handling complaints and perhaps scheduling maintenance.
Corporate client service occurs on site or it can occur over the phone or via the internet. NBL
operates corporate client service call centers, often staffed around the clock. Typically there is no
charge for corporate client Service.
Corporate client service quality is essential to build Corporate client relationships, that is
performed by the NBL successfully because no extra charge when they draw money, internal
environment is so nice to sit for the corporate clients.
The success of Corporate client service is the Corporate client’s satisfaction that handle as
strictly by NBL employee. A Corporate client might experience various degree of satisfaction
because experienced NBL employee always ready for every moment.
27

28. NBL emphasizes attentiveness and promptness in dealing with Corporate client request,
question, complaints, and problems.
Responsiveness is communicated on corporate client by the length of time they have to wait for
assistance, answer to question, or attention to problems, that NBL performs nicely.
28

29. 4.0 METHODOLOGY
In order to make the report more meaningful and presentable, from two sources data and
information have been collected. This are-
Data Collection
a) Primary sources
b) Secondary sources
a) Primary sources of data including the following:
• Face to face conversation with the institutions officers and staffs
• Direct conversation with the corporate client.
• Practical deskwork.
b) Secondary sources of data including the following:
• Annual report of National Bank Limited
• Website.
• National Bank Limited Database
The exploratory survey reached perform with the respondent by door-to-door interview method
where respondents go through a questionnaire survey by taking the help of respondents I
constructed a very specific questionnaire that prepared with flexibility to make it unbiased and
the survey structured by both “open -ended” and “close –ended”. In this research a convenience
sampling applied and may need judgmental sampling application in some condition. This
collection information presented in a graphical percentage manner but in standard editing and
coding system. For conducting the research, I took 100 respondents as sample size.
29

30.  Corporate client’s satisfaction Level analysis
Besides every quality report some research or analysis is needed.. I tried to analyze the
questionnaire and Graph in order to measure the overall service condition delivered by the
Corporate client service between the bank. The methodology by which the whole survey is
analyzed was very simple and in some question I follow the Scale for perfection of the analysis.
I also tried to represent the questionnaire through (Pie ,column) Diagram. Basically I tried to
formulate the questions such a way that the analysis can show the overall service condition and
the satisfaction level of the corporate clients. 15 questions are actually about the Relationship
between the Corporate clients care that serves by NBL.
30

31. 5.0 DATA ANALYSIS & INTERPRETATION
1. How did you come to know about National Bank Ltd.?
The sources are shown in the table:
Newspaper Staff of the Relatives Business Others
Bank Magazines
14% 23% 10% 11% 42%
Table-1
So from this analysis I found that 42% people came to know about this bank from external
source. The marketing structure of the National Bank Ltd. goes very defensive mode. Only 14%
corporate clients of 100% are concern about NBL by their publicity. So I think that the NBL
should concentrate more on their advertising at different media.
31

32. Fig: Graphical Representation of Table-1
2. Why the corporate clients maintaining accounts with National Bank Ltd.?
Better Trustful Than Good Liquidity Higher Interest Other Facility
Corporate client Other Bank Rate
Service
55% 10% 3% 7% 25%
Table-2
I found that the corporate clients are satisfied with the Corporate client service of the National
Bank Ltd.. For this basis they are maintained their accounts with this bank. But as an intern I
found that some corporate clients are not happy with the interest rate of the bank. If National
Bank Ltd. upgrade all factors concerning the table then definitely deposit growth will take place
rapidly.
Fig: Graphical Representation of Table-2
3. What types of account Corporate clients are maintaining with this bank?
Current Fixed deposit SND Foreign Other Type of
deposit deposit deposit
32

33. 30% 20% 33% 10% 7%
Table-3
Generally National Bank Ltd. is the renowned commercial bank in Bangladesh. The corporate
clients of this bank are mainly maintaining 33% SND(Special Notice Deposit) for its smart
interest rate. Moreover, corporate clients like: dealers, business person’s opens current account,
fixed deposit and foreign accounts. Students can easily apply for foreign remittance with the help
of the bank. So in this sense saving accounts are more famous for its corporate clients.
Fig: Graphical Representation of Table-3
4. what are the services that corporate clients enjoying from this bank?
Maintaining Remittance Corporate Personal Other
Deposit Facilities Banking loan and
Account Facilities service
65% 15% 10% 3% 7%
Table-4
Table shows that corporate clients enjoy mostly by maintaining deposit accounts with the help of
the corporate client care service. The success of the corporate client care service is better
comparable to the other service provided by this bank. As an intern I found that remittance
33

34. service is growing rapidly make its own corporate clients. But people wants to get personal loans
that NBL does not offer for all corporate clients. The corporate client seems good position. So
this bank should be focus more through its corporate client care service.
Fig: Graphical Representation of Table-4
5. What kind of services get from corporate client care?
Excellent Good Average Satisfactory Dissatisfactory
45% 23% 8% 20% 4%
Table-5
This questionnaire is truly focused on corporate client care. So it is mandatory to know the
satisfaction of its corporate clients. Out of 100% people, 45% people rate Corporate client
service excellent. The response is good enough to mention that National Bank Ltd. focuses that
their interest is always their corporate clients. Only 4% of 100% people shows dissatisfactory
which NBL tries hardly to overcome.
34

35. Fig: Graphical Representation of Table-5
6. What kind of service it provides than other Banks?
Very Good Good Average Bad Very Bad
32% 40% 15% 7% 2%
Table-6
Table shows that National Bank Ltd. service is Good compare to the other banks in Bangladesh.
For wider service it increases its branches across the country. The newest facilities are added day
by day with proper care. Most importantly National Bank Ltd. has its own corporate client which
is very important now a day.
35

36. Fig: Graphical Representation of Table-6
7. Do corporate client think that the fees and service charges are high comparable than other
bank?
Strongly Agree Neither Agree Nor Disagree Strongly
Agree Disagree Disagree
6% 9% 10% 29 46%
Table-7
The service charges are low than other banks. Out of 100 only 46% person people believe that
NBL cuts reasonable service charges compare to the other banks. Most importantly it sometimes
allows minimum charges to its respective client. So though its service is excellent but its service
charge is very low.
36

37. Fig: Graphical Representation of Table-7
8. Views of the corporate client about the behavior of the Corporate client Care?
Excellent Good Average Satisfactory Dissatisfactory
54% 25% 2% 13% 6%
Table-8
Out of 100% , The 54% people believes that the behavior of corporate client care is excellent. It
offers online banking facilities for its corporate clients. Only 6% people are dissatisfied by the
corporate client care for their internal purpose. But most important is that it lists all complain to
its mind for furthers correction.
37

38. Fig: Graphical Representation of Table-8
9. Focuses to its corporate clients that do they think National Bank Ltd. has a wonderful internal
environment to deliver the corporate client service?
Strongly agree agree Neither agree disagree Strongly
nor disagree disagree
20% 60% 14% 5% 1%
Table-9
Although National Bank Ltd. concerns for its corporate clients, it maintain a quality internal and
external environment for its corporate clients. The system is good. Always there is a friendly
atmosphere is waiting for its corporate clients.60% people agrees with this. The bank also tries to
improve its Organizational behavior for the corporate clients.
38

39. Fig: Graphical Representation of Table-9
10. Request the corporate client to give their view about problems and its quickly resolving by
the Corporate client care service.
Strongly agree agree Neither agree nor Disagree Strongly disagree
disagree
30% 51% 6% 11% 2%
Table-10
Table shows that out of 100%, 30% people strongly and 51% is agree that their problems are
quickly resolved by the Corporate client service of National Bank Ltd.. Daily problems are
resolved quickly by this department. Though it has different workloads and work activities, it
offers supreme services to the corporate clients.
39

40. Fig: Graphical Representation of Table-10
11. Inquire the corporate client that how satisfied are they with the service of the ATM service?
Strongly Satisfied Neither satisfied Dissatisfied Strongly
Satisfied nor dissatisfied dissatisfied
9% 38% 2% 49% 2%
Table-11
The only preferable problem in the corporate client care is the ATM service. The corporate
clients are not truly satisfied with their ATM card service. In Dilkusha branch I have discussed
with corporate clients who are dissatisfied and they told me that they found most of the time the
ATM machine is out of order and limited to different area. But important factor is that it tries to
improve vast ATM service to its corporate clients.
40

41. Fig: Graphical Representation of Table-11
12. How the corporate clients about their rating for the Corporate client service of this Bank?
Very good Good Neither good nor poor Very poor
poor
75% 13% 7% 4% 1%
Table-12
Out of 100% people, 75% rates very good service and only 5% rates (poor & very poor). The
success of this bank seems strong in respect to its corporate client service. It offers various
services to its different corporate clients and all kinds are well customized for the people. The
client who are newcomers can easily choose their preferable service. The maximum success for
the corporate client care is because of this.
41

42. Fig: Graphical Representation of Table-12
13. Is Focused the corporate clients need about further improvement of the corporate client
care?
Strongly Agree Agree Neither Agree nor Disagree Strongly Disagree
disagree
11% 51% 15% 20% 3%
Table-13
Table shows that 51% people wants to improve its corporate client care with multidimensional
activities. Now- a- days corporate clients wants more services with security. National Bank Ltd.
provides excellent services to its corporate clients. The clients want to make more account with
this bank for various purposes. So corporate clients care should come with new features and new
multidimensional products and give improved services.
42

43. Fig: Graphical Representation of Table-13
14. How the service features that create positive relationship between corporate client & NBL?
Strongly Agree Agree Neutral Disagree Strongly
disagree
40% 30% 15% 10% 5%
Table-14
Table shows that 40% says that strongly agree that has positive relationship between corporate
client & NBL. Because service that provides for corporate client is better than previous one.
Every time it creates upgrading for the client. How client can get help that NBL always find out.
43

44. Fig: Graphical Representation of Table-14
15. Has some problem of servicing,NBL need to take suggestion from corporate client?
Strongly Agree Agree Neutral Disagree Strongly
disagree
40% 15% 17% 19% 8%
Table-15
Table shows that 40% strongly agree that NBL need to Know & to take some suggestion from
the corporate clients. It may be sitting arrangement, may be service new features.
44

45. Fig: Graphical Representation of Table-15
SWOT Analysis of NBL
The abbreviation for SWOT stands for:
 Strength
 Weakness
 Opportunity
 Threat
The SWOT analysis comprises of the organization’s internal strength and weakness, external
opportunities and threats. SWOT analysis gives an organization an insight of what they can do in
future and how they can compete with their existing competitors. This tool is very important to
identify the current position of the organization relative to other, who are playing in the same
field and also used in the strategic analysis of the organization.
 Strength of national bank limited:
• NBL has a qualified, experienced and dedicated human resources
• NBL has the reputation has being the provider of good quality service to its potential
corporate client
• Satisfactory business growth
• Nice service features for corporate clients
45

46.  Weaknesses of the National Bank Limited (NBL)
• Dependent of fixed deposits
• Moderate risk management system
• Limited branch network
• ATM servicing is not in vast area basis
• Not in vast position as online banking
• No mobile banking
 Opportunities of National Bank Limited (NBL)
• Draft drawing arrangement of major banks
• ATM, POs and other forms of Alternate delivery channels
• Product based on needs of NRB’s
• Increasing service quality and awareness among NBL staff through training
• SME and agro based business
• Real time on line banking
• Credit card in dual currency
 Threats of National Bank Limited (NBL)
• Different services of FCB’S ( phone banking/home banking)
• Existing card services of standard chartered grind lays bank
46

47. • Daily basis interest on deposit offered by HSBC
• Market pressure for increasing the SLR
• Rate war with Sonali, IFIC, Uttara, and bank Asia resulting in lower exchange again.
6.0 FINDINGS
47

48. While I am doing my Internship Program I had found out some problems faced by the
corporate clients.
• Sometimes, Lack of information about the Corporate client banking Services,
corporate client usually have to face hesitation for the right information for the right
authorized officer.
• Too slow server to work.
• National Bank Ltd. partially automate their operations, so many works are still done
by manually. On the other hand, most of the banks automate whole activities, which
make their work easier and faster.
• Refusing to provide introducer or photo for opening accounts, which is not
showed be done for the client.
• Sometime corporate clients miss behave with the employees and stuffs but should
be proved that NBL was right.
• Corporate clients are not satisfied with the ATM services of the Bank. Most of
the cases the machine is out of order and the technicians are not available.
• Sometimes time not fixed for the client to take loan, deposit or take interest
which makes the corporate client fully hesitate.
• For L/C opening sometimes create long time for not proper giving service to the
client
• In cash counter receive & payment area of Dilkusha branch creates crowd for the
honorable corporate clients.
7.0 RECOMMENDATIONS
48

49. Recommendation of these report has been made on basis of the research findings of servicing
for the corporate client from National Bank Limited. With my little experience in bank, I have
observed and found out some aspect of their banking. On the basis of my observation I like to
recommend the following recommendation:
• Management should focus more on quick service, empathy, duration of loan
repayment, card issues and loan processing time to ensure overall corporate
client’s satisfaction, as this has been statistically proven.
• Banking is a service-oriented marketing. Its business profit depends on its service
quality. That’s why the authority always should be aware about their service
quality. Employees must give individual attention to consumer and efficiency
should be ensured.
• Speed in servicing activities must be quick
• The bank should adopt more technological devices to provide better services
• Need to increase the number of ATM booths.
• Online banking must be introduced for the client as vast area basis.
• Retain & attract to the corporate client by servicing exist product & also
upgrading product, build positive relationship with the corporate client by
servicing that product’s information well to them.
• To inform the client why NBL is the best bank for servicing activities than the
other banks, this activities must be done by the experienced employee in NBL.
49

50. 8.0 CONCLUDING REMARKS
8.1 Conclusion
National bank limited has positive image itself as the local banks among third generation
bank. National bank limited is committed to keep up its promise to provide cordial services
in baking to its valued corporate clients. NBL management has always put special effort to
uphold the interest and trust of their corporate clients. NBL is initiating new products and
concentrating on the consumer demand that is drawing a difference between NBL with other
banks.
This research report has provided some interesting insight into what kind of service the
corporate clients give importance to and what quality they get from NBL. It is quite obvious
from the research that the corporate clients requirements are not fully met and they are very
dissatisfied with some of the aspects of the bank (loan interest rate, different service charges,
convenience location, organized processing etc.) again the research relevant that only one
third of corporate clients where more of less satisfied with the services of the bank and more
than half of the respondents were on the neutral side of satisfaction line. NBL should attract
this half and bring then to the positive side of the road so that strong relationship with the
corporate clients can be maintained.
In order to retain competitive edge, investment in technology is always a top level and under
constant focus. Keeping the network within a reasonable limit, NBL strategy is to serve the
corporate clients through capacity buildings across multi delivery channels. They are better
placed and poised to take corporate clients through fast changing times and enable them
compete more effectively in the market they operate.
The main purpose of this report is to study “Relationship between NBL & its corporate
clients” considering all the attributes which influence corporate clients should be more
effective for them. Due to the significantly important of those factors they can compete in the
market in the near future. In the servicing care unit which has some problem of NBL, must
be taken good care for retain & attract to the corporate clients.
50

51. 8.2 Limitations of the Report
The report has been conducted to make an investigation of the bank's service oriented activities;
during carrying out the study in this field, some problems may be termed as limitations of the
study:
• In NBL, all employees are too busy. It is tough to have a break from their tight
schedule & get some information
• There are a lot of secret matters in the organization. As an intern the researcher
cannot reach to those secret topics. But only I have shown some familiar
companies name in this report, those are positively get better service from the
NBL.
• Technological aspect: The report does not describe any technological aspect.
• In some cases, up to date information were not published.
• Lack of proper books, journals and other elements.
• Sufficient records, publications facts and figure are not available, these hamper
the scope of real analysis.
• Many procedural matters were written from our own observation, which may also
vary from person to person.
In spite of all the limitations I fully prepare the whole report while conducting the study and
making of it. It has managed to end up well. I believe that I have prepared a quality report on the
Corporate client care division of the system of the National Bank Ltd.
51

52. 9.0 REFERENCES
 Web Site of National Bank Limited (NBL): www.nblbd.com
 Web site of: www.scibd.com
 Annual Report of National Bank Limited (NBL): Year (2010 & 2011)
 Commercial Bank Management: Peter Rose(5th Edition)
 Research Methodology: C. R. Kothari (2nd Edition)
 http://www.Foregin exchange operation.bd.Com (Time: Whenever data are needed)
 Web site of: http://www.docstoc.com
 Web site of: http://www.opf.slu.cz
 Capon, Noel and Rashi Glazer (1987), "Marketing and Technology: A Strategic Co
alignment," Journal of Marketing, 51 (July), 1-14
52

53. 10 APPENDIX (SURVEY ANALYSIS)
 Questionnaire:
Dear Respondent, I am a student of American International University - Bangladesh. I am going
to analyze “Relationship between NBL & its corporate clients”. This study is only for use of my
academic purpose and the provided information will be treated confidentially. Thank you in
advance for your kind cooperation.
Please read the questions carefully and just put a tick ( √ ) in the respective answer and kindly
give your judgments where necessary.
1. How do you come to know about National Bank Limited?
A. Newspapers B. Staff of the C. Relatives D. Business magazines C. Others
2. Why the corporate clients deposit, take loan, maintain foreign trade between National Bank?
A. Better client service B. Trustful than other banks C. Good liquidity
D. Higher interest rate E. Other facility
3. What types of account you are maintaining with this bank?
A. FDR B. SND C. Current deposit D. Others
4. What are the service that corporate clients enjoying from this bank?
A. Maintaining deposit account B. Remittance facilities C. Corporate banking facilities
D. Personal loan and service E. Others.
53

54. 5. What kind of service corporate clients get from client care?
A. Excellent B. Good C. Average D. Satisfactory E. Dissatisfactory.
6. What kind of service better that it provide than other banks?
A. Very good B. Good C. Average D. Bad E. Very bad
7. Do you think that the fees and service charges are high comparable than other banks?
A. Strongly agree B. Agree C. Neither agrees Nor disagrees D. Disagree E. Strongly
Disagree
8. Views of the client about the behavior of the client care?
A. Excellent B. Good C. Average D. Satisfactory E. Dissatisfactory.
9. What Focuses to its client that do they think National Bank Ltd has a wonderful international
environment to deliver the client service?
A. Strongly agree B. Agree C. Neither agree Nor disagree D. Disagree E. strongly disagree
10.Has any request to client to give their view about problems and its quickly resolving by the
client service?
A. Strongly agree B. Agree C. Neither agree Nor disagree D. Disagree E. Strongly disagree
11. How the corporate clients about their rating for the Corporate client service of this bank?
A. Very good B. Good C. Neither good Nor poor D. Poor E. Very poor.
12. What the Focuses to corporate clients need about further improvement of the client care?
A.Strongly agree B. Agree C. Neither agree Nor agree D. Disagree E. Strongly disagree
13. Corporate Clients are satisfied about NBL banking services?
A. Strongly Agree B. Agree C. Neutral D. Disagree E. Strongly Disagree
54

55. 14. Do the bank serve you in a timely manner ?
A)Yes B)No
55