Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited                                Compan...
Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited    Expanding the bank‟s area of inve...
Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited    Loans and advance shall normally ...
Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited2. Registers:For collection purpose ma...
Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited   5. Employment cerate.If joint A/C:1...
Study on Effective Factors of Client’s Trust in Perspective of National Bank LimitedRules of FDR:But in case of 12 or 14 m...
Study on Effective Factors of Client’s Trust in Perspective of National Bank LimitedCash and cheek deposit into one‟s Acco...
Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited1. Introduction:National Bank Limited ...
Study on Effective Factors of Client’s Trust in Perspective of National Bank Limitedone of the best private banks in Bangl...
Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited2. Purpose of the study:In the researc...
Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited4. Objectives of the report:The endeav...
Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited   B) “Person-related” service charact...
Study on Effective Factors of Client’s Trust in Perspective of National Bank Limitednecessary to indentify the individual ...
Study on Effective Factors of Client’s Trust in Perspective of National Bank LimitedResearch question:The study proposes t...
Study on Effective Factors of Client’s Trust in Perspective of National Bank LimitedH2: It is hypothesized that “Offer-rel...
Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited7. Sources of Data:I am doing my inter...
Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited8. Methodology:I have to make a design...
Study on Effective Factors of Client’s Trust in Perspective of National Bank Limitedquestionnaire I will do the dept inter...
Study on Effective Factors of Client’s Trust in Perspective of National Bank Limitedbuild up by good behave, confidential ...
Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited10. Findings:The findings of the study...
Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited  1.      From how many years you are ...
Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited3. Do you think the relationship manag...
Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited 25                                   ...
Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited  14                                  ...
Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited              25                      ...
Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited      12                              ...
Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited              as a client of NBL bank ...
Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited Information must be confidential whi...
Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited12. Conclusion:After analysis the seco...
Study on Effective Factors of Client’s Trust in Perspective of National Bank LimitedReferences:   Coulter, K.S. and Coult...
Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited                                      ...
Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited6. Does the relationship manager at NB...
Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited                         Appendix 2   ...
Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited                                      ...
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Internship main 4

  1. 1. Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited Company backgroundNational Bank Limited has its prosperous past, glorious present, prospective future and underprocessing projects and activities. Established as the first private sector bank fully owned byBangladeshi entrepreneurs, NBL has been flourishing as the largest private sector Bank .Themembers of the board of directors are creative businessmen and leading industrialists of thecountry. To keep pace with time and in harmony with national and international economicactivities and for rendering all modern services, NBL, as a financial institution, automated all itsbranches with computer networks in accordance with the competitive commercial demand oftime. The expectation of all class businessmen, entrepreneurs and general public is much more toNBL. At present we have 145 branches under our branch network. In addition, our effective anddiversified approach to size the market opportunities is going on as continuous process toaccommodate new customers by developing and expanding rural, SME financing and offshorebank Facilities. Objectives of NBLConsolidation our position in the competitive market by introducing innovative bankingproducts.Ensuring highest possible dividend to the respected shareholders by making best use of theirequity.  Offering quick and improved Clients service through application of modern information technology.  Playing an important role in the national progress by including improved banker customer relationship.  Pursuing the policy of nurturing balanced growth of the bank in all sectors.  Ensuring highest possible dividend to the respected shareholders by making best use of their equity.  Consolidation our position in the competitive market by introducing innovative banking products  Ensuring highest professional excellence for our workforce through enhancement of their work efficiency, discipline and technological knowledge. 6
  2. 2. Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited  Expanding the bank‟s area of investment by taking part in syndicated large loan financing.  Upholding the image of the bank at home and abroa d by pursuing dynamic and time benefiting activities.  Ensuring maintenance of capital adequacy, comfortable liquidity, asset quality and highest profit through successful implementation of the management corers programs.Departments of National Bank Limited in jurain branchNational bank in jurain branch is a new branch and also very small branch. Nine employees arework in the branch. Here have  loan department  Bills and clearing department  accounts opening department  deposit department  cash department  Foreign Remittance departmentLoan department Loans and advance is a major earning source of a bank.NBL is an also very careful to provideloan, normally NBL sanction loan to individual, small or medium or large industries. Actuallyloans give of the bank‟s deposit, against valuable security.NBL follow some general rules or principle to provide loan to its client  The bank should provide suitable credit services and products for the markets in which it operates. 7
  3. 3. Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited  Loans and advance shall normally the financed customer deposits and not out of the share, temporary funds or borrowing from other Banks.  Credit will be allowed in manners who will in no way compromise the bank‟s standards excellent and to customer who will complement such standard.  All credit extension must comply with the requirement of banking companies. Act 1991 and Bangladesh bank‟s instructions amended from time to time.  The aggregate of all cash facilities shall not exceed 80% of customer deposits. It is further governed by the statutory and liquidity reserve requirement of Bangladesh Bank.Bills and Clearing departmentThe bills and clearing department performs there for collection purpose.This purpose happens through two ways1. Through clearing house  Every member bank of the clearing house prepares a bank wish list of cheques and draft received from its customers and drawn on different banks.  Representative of each bank visits the Clearing House with the cheques and their list in the morning and delivers the cheques and draft to the represen tative of the respective banks.Similarly,he/she also receives the cheque s drawn on his/her bank from the representatives of the other banks.  The representatives return to their respective banks to meet in the afternoon to return the dishonored instrument, if any to the representative of the respective banks.  The representative of the each bank computes the final balance payable or receivable by this bank or other bank from other bank from other banks after taking into account the various amount of receipts and payment.  The final statement is effective by the supervisor of the clearing house by debiting or crediting. As the case may be accounts of the respective banks as maintain with the clearing house. 8
  4. 4. Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited2. Registers:For collection purpose maintains some register such as-  Local Bill for Collection (LBC)  Outward Bills for collection (OBC)  Inward bills for collection (IBC)Accounts departmentDeposit Account:  Current Account (CD)  Short term deposit A/C (STD)- rate of interest 5.5%-6%  Saving A/C (SD)- rate of interest 6%  Fixed deposit Receipt (FDR) How to open an Account  First interact with the client and understand his/her interest to open an A/C, address, profession, social status, and also his referee.  Must have logical explanation to open the A/C  Current photograph. Asked for some papers: 1. Tax indentation notes (TIN) 2. Photocopy of passport 3. Trade license 4. Introduce mark on the form, from any employee of NBL 9
  5. 5. Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited 5. Employment cerate.If joint A/C:1. Declaration- who will withdraw money?2. Notice from client-if client want to withdraw more ¼ than of their deposits or more than 50thousand, notice must give before 1 week of withdraw3 If it is a company‟s A/C then manager is must after fulfillment of all requirements client ispermitted to open an account..Different types of Current Accounts: Individual Proprietorship Partnership Company Club, society etcWho can open an FDR?Fixed deposit Recite is made for different containing interest rate  Any legal, mentally fit person can open FDR. In time of opening on photo and introducer is needed. FDR is made for any amount.  Duration of interest rate:  Fixed deposit Recite is made for different containing interest rate.  Duration Interest Rate 3 months 9 % (below tk. 10 Lac), 11% (above tk. 10 Lac) 6 months 9.5 % ( below tk. 10 Lac), 11.5% (above tk. 10 Lac) 12 months 10 % ( below tk. 10 Lac), 11.5% (above tk.10 Lac) 10
  6. 6. Study on Effective Factors of Client’s Trust in Perspective of National Bank LimitedRules of FDR:But in case of 12 or 14 months bank cut up 6 month. After that if any slab then according to thishe gets IR.  Normally after maturity and following necessary rules holder FDR can withdraw total money with interest rate.   But if the holder wants to withdraw his money before maturity then he does not get any interest, but withdraw deposited money.  In case of premature FDR no penalty, no IR in 3 or 6 months FDR.  But in case of 12 or 14 months bank cut up 6 month. After that if any slab then according to this he gets IR.  Upon interest rate 10% income tax must cut up.NBL monthly saving scheme (NMS):It is an attractable savings project for limited income group, national Bank Limitedgot quick take monthly for 5-10 years.NBL deposit scheme (NDS):The scheme will be titled as NDS. The period of deposit will be 3 years. Credit facilities up to80% are allowed against lien on balance of NDS A/C, at 15% rate of interestof quarterly rest.Deposit departmentConvenience is the key feature of the banking program of National Bank Limited. The aim ofNBL is to provide of easy excess to his or her account from any branch and ultimate fromanywhere. Recognizing the need of the customer.NBL has recently networking all of thebranches in National, Narayangonj, Chittagong and sylhet to permits its valued customer to carryout transaction from any branch. Cash withdraw or deposit or any type of personalbanking.Transection can be using the any branch banking service. All transaction under anybranch banking are absolutely free of charge. 11
  7. 7. Study on Effective Factors of Client’s Trust in Perspective of National Bank LimitedCash and cheek deposit into one‟s Account from any branch of the bank.The following services are available under any branch Banking:  Cash withdrawal from account from any Branch of the bank.  Cash and cheek deposit into one‟s Account from any branch of the bank.The activities of cash department:This cash department deals with cash, maintain the register of incoming and outgoing of cashflows. Cash department have to properly maintain cash management policy. Within this policycash department performs activity through some steps and follows some policy. Especiallyinsurance policy. Types of insurance policies maintain in this department for getting insurancecoverage. Cash in safe insurance: up to taka 500000 coverage cash on counter Insurance: up totaka 100000 coverage cash in transit insurance: up to taka 1000000 coverage.Foreign Remittance Department:In this department deal foreign remittance activities. They work for western union, money gram,samba ECT. Here party declaration is very important. Because the bank needs to provide thereport to Bangladesh bank within five days a month. Here asked for some papers-  Voter ID card  Pin number  Phone number  Sender name 12
  8. 8. Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited1. Introduction:National Bank Limited (NBLBank) is the first private sector bank fully owned by Bangladeshientrepreneur. It was set up the President of the Peoples Republic of Bangladesh JusticeAhsanuddin Chowdhury inaugurated the bank formally on March 28, 1983 but the first branch at48, Dilkusha Commercial Area, Dhaka started commercial operation on March 23, 1983. The2nd Branch was open on 11th may 1983 at khatungonj, Chittagong. At present, NBL has beencarrying on business through its 139 branches and 15 SME / Agra Branches (total 154 servicelocations) spread all over the country. It was drawing agreement with 415 correspondents in 75countries of the world, as well as with 37 overseas Exchange Companies located in 13 countriesThe Government of the people‟s republic of Bangladesh now holds 32.75% of the share capitalof the bank. Directors and sponsors having vast experience in the field of trade and commerceown 8.62% of the share capital and the rest is held by the general public.Over the past ten years, banking system becomes accustomed to accepting the rapid pace ofchanges in terms of product and services. Change such as computerized banking, internationalmaster card, visa card, power card etc, have been introduced. Banks and Financial Intuitions playan important role in financial inter-mediation and thereby contribute to the overall growth in theeconomy. A bank is a financial institution whose primary activity is to act as payment agent forcustomers and to borrow and lend money. Banks have influenced economics and politics forcenturies. The primary purpose of a bank is to provide loans to trading companies. Banksprovided funds to allow business to purchase inventory, and collected those funds back withinterest when the goods were sold. Banking services have expanded to include services directedat individuals and risk in these much smaller transactions is pooled.Banking Industry in Bangladesh is fully guided by the Central Bank, i.e. Bangladesh Bank.However different Bank has different management systems, operational techniques and differentguidelines. The banking system of Bangladesh is composed of variety of banks working asNationalized Commercial banks, Private Banks, Foreign Banks and Development Banks.However, there are many private Banks in Bangladesh. At present among other banks NBL BankLimited operating their banking operations effectively and efficiently and providing bankservices with a view to acceleration socio-economic development of the country. NBL Bank is 13
  9. 9. Study on Effective Factors of Client’s Trust in Perspective of National Bank Limitedone of the best private banks in Bangladesh in terms of efficiency, capital adequacy, assetquality, sound management and profitability having strong liquidity. Adoption of moderntechnology both in terms of equipment and terms of banking practice ensures efficient service toclients. Day by day new competitors appears with better ideas and products as well as services.MissionEfforts for expansion of our activities at home and abroad by adding new dimensions to ourbanking service are being continued unabated. We are also putting highest priority in ensuringtransparency, account ability improved clients service as well as to our commitment to serve thesociety through which we want to get closer and closer to the people. National and internationalrequirements are the desired goal we want to reach.VisionEnsuring highest standard of clients service through best application of latest informationtechnology .making due contribution to the national economy and establishing ourselves firmlyat home and abroad as a front ranking bank of the country are our vision.Organization Principles of NBL Bank LimitedFlat and flexible organization with few levels of management and broad spans of control,including project teams and task forces. Networking and horizontal communication areencouraged with clear accountability of the mangers and the hierarchy.Clear levels of responsibility and well-defined objectives are a must. Teamwork and networkingdo not affect the manager‟s responsibilities; a team has always a responsible leader.A structure which assures operational speed and personal responsibility, with strong focus onresults, reducing bureaucracy as much as possible. 14
  10. 10. Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited2. Purpose of the study:In the research we will talk about how NBL bank can take control over the business client in thebank. How bank build the trust of business client. In NBL bank business Clint means who havemaintain current account with company name. Business clients are always important for thebank, because it give a huge reserve for the bank. NBL bank gives an extra attention for businessclient at the beginning of the bank. The purpose of the study is to locate the impact of “personrelated” service characteristic the parameters are politeness and similarity. The next one is “offerrelated” service characteristics the parameters are customization, and reliability. With theseparameters the researcher has to examine the trust of business clients in respect to NBL bankservice. In order to develop strong relationships with small business owners, it is very importantfor the relationship manager at banks to build Trust. Our purpose is to find out is there anyrelationship between those above factor or not, if there is a relation among those factors then wefind out that how much this factors are related with each other.3. Problem of the report:The statement of problem is to understand that, how a relationship manager of NBL bank builtup the trust to their customer. This is an important factor for the business of NBL bank. Becausethis is a new branch and they have to know the expectation of this area‟s people. We also try tofind out that, Is there any factor that affect to build the trust to the customer. The unsatisfiedclients will look for other service provider and the satisfied clients will continue the service thatis being provided whose service exceeds the expectations in order to retain the customers in thehighly competitive market better service quality should be executed. To make a good business ofthe bank the relationship manager will have to focus on some factor to build up the trust and inthis research we will find out the factors. 15
  11. 11. Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited4. Objectives of the report:The endeavor of this report is to endow me with valuable practical knowledge about bankingoperation and activities and analyze the performance of the National Bank Limited. Theobjectives of the study were to determine the customer perception about the trust for NationalBank Limited. It gave the management an idea about the quality of the service that they areproviding and will help them to make decision to improve and make more trust in the customer5. Literature review:In this section of research we will discuss about the research factor, that means dependentvariable and independent variable which is important for the research. A) Trust:Trust has always been a key construct in the development and management of long runrelationship, and the concept has therefore been extensively researched. Trust is a very complexconstruct and it is multidimensional. it depend on different aspect. Trust represent a willingnessto be placed in a position of vulnerability based on having positive expectations of anotherparty‟s future behavior.Moorman et al. (1992) define trust as “a willingness to rely on anexchange partner in whom one has confidence.” As stated by Coulter and Coulter (2002) higherlevels of trustworthiness lead to a higher level of co-operation and lower levels of perceived riskand uncertainty and vice-versa. Zineldin (1995) argues that 98 percent of the firm studiedconsidered trust and confidence very important to the banking relationship. In the context of abanking relationship, since the relationship manager is the client‟s point of contact with the bank,trust is defined as a client‟s strong belief in the honesty, truthfulness, justice, or power ofrelationship-managers (service representatives) to guide and solve the clients‟ business issues.Trust influences the quality of interactions of the client to the relationship. 16
  12. 12. Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited B) “Person-related” service characteristics: politeness, and similarity.Politeness: Politeness is best expressed as the practical application of good manner or etiquette.It is a culturally-defined phenomenon, and therefore what is considered polite in one culture cansometimes be quite rude or simply eccentric in another cultural context. To satisfy and retainclients at banks, banks employ people who are polite and/or train relationship-managers to bepolite. Politeness refers to the degree to which the service provider is perceived as beingconsiderate, tactful, deferent, or courteous (Coulter and Coulter, 2002).Similarity: To reduce the intangibility of the services provided and to reduce the risk perceivedby customers, one strategy might be to employ relationship-managers who are similar to theirclients. Crosby et al. (1990) define similarity based on comparable tastes, preferences,appearance, life styles, social class, and/or education level as the degree to which a customerperceives himself/herself to be similar to the service representative (a particular relationship-manager at banks). We expect that perceived similarity between customers and relationship-managers will contribute towards initial feeling of empathy and hence, play a strong role inbuilding an initial relationship. As argued by Coulter and Coulter (2002, p. 38), similarity allowscustomers to identify with their service representative on a personal level. This ideation reducesinterpersonal barriers, raises comfort levels, and contributes toward the establishment of trust. Inthat regard, Woodside and Davenport (1974) found that sales people or service representativeswho are perceived as being similar to their customers are more influential in changing attitudesand opinions than dissimilar representatives. C) “Offer-related” service characteristics: customization, and reliability.Customization: Customization is the service representatives‟ ability to vary the services offeredin term of spec NBL service attributes in order to suit the individual customer‟s needs (Coulterand Coulter, 2002). In the banking Industry, because the competence of relationship manager is 17
  13. 13. Study on Effective Factors of Client’s Trust in Perspective of National Bank Limitednecessary to indentify the individual clients needs customization is often linked to empathy andcompetence. Customization is one of the factors which will grow up the trust of business client.Reliability: Reliability of the service provider is the delivery of the services (products) in adependable manner (Parasuraman et al., 1988). In effect, it is the delivery of the same or nearlythe same quality of service over time. Conceptual Frame work of research variables Person –Related Politeness Similarity Trust Offer- Related Customization Reliability“Person-related” service characteristics: politeness, and similarity.“Offer-related” service characteristics: customization, and reliability. 18
  14. 14. Study on Effective Factors of Client’s Trust in Perspective of National Bank LimitedResearch question:The study proposes to investigate the following research question:RQ 1: Is there any sign NBL and relationship between “Person-related” service characteristicslike (politeness, similarity.) and Client‟s trust in perspective of NBL bank?RQ 2: Is there any sign NBL and relationship between “Offer-related” service characteristics:(customization, reliability) and trust in perspective of NBL bank?Hypothesis of the research:H1: It is hypothesized that “Person related” service characteristic (politeness, similarity.) ispositivity related with the client’s trust in perspective of NBL Bank.Person related:According to Coulter and Coulter (2002, p.38) and Kotler (1997, p.469), to reduce uncertaintiesassociated with early service encounters, clients look for signs or evidence of service quality anddraw inferences about service quality from the place, people, equipment, communicationmaterial, symbols, and prices that they see.Even in an unknown place, if a client is able to find sign NBL and familiarities, the barriersaround his mind because of the fear of the unknown will be demolished and his/her mind willopen up to a broader way of thinking. These familiarities range from as little as a properequipped office to well trained office staff. Behavior is also a key part of trust building. Thesefirst steps are crucial as it builds up a solid trust between the client and the service provider. Itexpected that politeness, and similarity attitude are particularly important to the establishment oftrust in the early stages of a service relationship in the banking Industry. 19
  15. 15. Study on Effective Factors of Client’s Trust in Perspective of National Bank LimitedH2: It is hypothesized that “Offer-related” service characteristic (customization, reliability) ispositivity related with the client’s trust in perspective of NBL Bank.Offer related:When the initial stages of trust building are moving along smoothly the service provider shouldnot stop there. He should try to create his relationship with the client via other means. One ofwhich is Offer related services. Customers are always looking for signs of improvement as theirinner amateur critics never go away. When the People Related part of the trust building processwill go on and the client will continue buying your service he will look for and eventually findroom for improvement as human demands are unlimited. The good behavior and other aspectswhich previously satisfied him will no longer suffice his wants. So if the service providercustomizes his services to meet the demands and little wants of the client then the gap betweenthe relationships of the client with the service provider will be further narrowed. Thus the clientwill feel that truly his needs and wants are the service providers most priority. Thus, it expectedthat the importance of “offer-related” characteristics on perceptions of trust would increase asclients gain experience with which to judge the services offered.6. Limitation of the study:Always in every work we may face some problem. I am facing some problem during thisresearch. It maintains that NBL bank jurain branch is a new branch that why I can‟t foundenough respondent for my research. All respondent are so busy to do their work so they did notgive me an adequate amount of time. So this is a real problem for this research. After gather data,findings can be more difficult and time consuming to characterize in a visual way. Choose theright respondent is a difficult work for the research because a large percentage depend on his/hercomment. The main limitation of this report is Bank‟s policy of not disclosing some data andinformation for confidential reason, which could be very much useful for the report. It is difficultto make an information based rich report in a short time period. Time period of twelve week wastoo limited to get practical experience. Last but not the least electricity of Bangladesh gives mehuge pain as usual. 20
  16. 16. Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited7. Sources of Data:I am doing my internship in NBL bank at jurain branch. This is a new branch of NBL bank, soto build up their business at jurain they want to know after 6 months, that there business clienttrust them enough or not. This is an exploratory research so we collect our secondary data fromdifferent journal and establish our decision we collect our relevant data from survey of differentclients of NBL bank. To collect our data we will go for “communication study method”. Tocollect our data we will use Semi –structure Questioners survey. We will also collect our data bydepth –interview to understand the business client is really think like ours or not.Survey methodology is the field that studies the sampling of individuals from a population with aview towards making decision about the population using the sample. Surveys provide importantinformation for all kinds of research fields. Since survey research is always based on a sample ofthe population; the success of the research is dependent on the representativeness of thepopulation of concern. Main purpose of survey deign is Knowing what the client wants is the keyfactor to success in any type of business. By this questionnaire survey we will try to find out that,Is our dependent variable really depend on independent variable or not? That means we want tofind out the factor which will influence trust. I think the research could be successful if weidentify and select potential sample members, Contact sampled individuals and collect data fromthose who are hard to reach.For survey we will take the “personal Interview”, because the interview is the primary datacollection technique for gathering data in Qualitative methodology. An interview is calledpersonal when the Interviewer asks the questions face-to-face with the Interviewee. We will gowith this way because we taka a depth interview also. The reason for take this method becausethe ability to let the Interviewee see, feel and/or taste a product. By surveying we select somepeople who come to the bank and take NBL bank service. It also mention that I as an Intervieweralways give them knowledge about our research and make them educated .if we take this processwe will be successful of our research. 21
  17. 17. Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited8. Methodology:I have to make a design or a model to do it. From the frame work we can understand that there isa relationship between dependent variable and independent variable. To prove that we have to gowith a process that is called methodology.8.1 Research design:This is an exploratory research. Exploratory research is a type of research conducted for aproblem that has not been clearly defined. Exploratory research helps determine the best researchdesign, data collection method and selection of subjects. Exploratory research often relies onresearch, it is inefficient to discover a new through the collection of primary data what hasalready been done and reported at a level sufficient for management to make a decision. Theobjective of exploratory research is to gather preliminary information that will help defineproblems and suggest hypotheses. For the exploratory research we collected our secondary datafrom different web site and NBL bank web-site. Those are the main source of data collection.We are doing the Qualitative research. Qualitative research aim to achieve a dept understandingof the situation. In our research we want to know that, actually what is the factor that affect ontrust to the client of NBL.8.2 Sampling method:The basic idea of sampling is that by selecting a number of elements in a population. In ourresearch population means total number of client at NBL bank. Our target population is the totalbusiness client who takes the service from NBL bank. Sample size determination is the act ofchoosing the number of observations or replicates to include in a statistical sample. The samplesize is an important feature of any empirical study in which the goal is to make inferences abouta population from a sample. My sample size is 30.8.3 Survey InstrumentA structured questionnaire was used to collect data. The questionnaire consists of different partsto gather information on the different variables under considerations. The questionnaire is thebest instrument for the survey. My questionnaire is Sami-structured question. Through this 22
  18. 18. Study on Effective Factors of Client’s Trust in Perspective of National Bank Limitedquestionnaire I will do the dept interview also. By this dept interview I can observe of thecomments and their expectation.You can find Survey instrument in appendix.8.4 Data analysis process:Data analysis is an important part of the research. After collected the primary & secondary datawe have to analysis it, to achieve our goal and make a correct decision.In qualitative research, onthe other hand, the information obtained from participants is not expressed in numerical form.The emphasis is on the stated experiences of the participants and on the stated meanings theyattach to themselves, to other people, and to their environment. Those carrying out qualitativeresearch sometimes make use of direct quotations from their participants, arguing that suchquotations are often very revealing. We have to analysis this data by different way because it is aQualitative research.We will use of the experimental method has transformed our understanding of attention,perception, learning, memory, reasoning, and so on. However, qualitative research is of clearusefulness within some areas of social psychology, and it can shell much light on the motivationsand values of individuals. As a result, investigators using interviews, case studies, orobservations often make use of qualitative data, although they do not always do so.8.5 Discussion:After analysis the data we have to discuss it is our research is true or not. Our main concern istrust is depending on “Person-related” characteristics like politeness, similarity and also “Offer-related” characteristics: customization, reliability. Mainly Bank are now a day not consider as abusiness organization it is consider as a service related organization. I am doing my internship inNBL bank; it is an old bank in Bangladesh. But recently the competition is high so NBL have toattract their client by good manner and better service. We began our analysis by factor analyzingresponses to describe the respondents‟ feelings about their relationship managers. We found thatfrom our questionnaire survey the most of the people from respondents tell that their trust will 23
  19. 19. Study on Effective Factors of Client’s Trust in Perspective of National Bank Limitedbuild up by good behave, confidential service, understanding their bad situation, withoutdiscrimination etc. those are the main factor to gain their confidence.9. Significance of the study:I am fully confident that this research will be really helpful to NBL bank. Because the employeeof NBL bank can know that what is the expectation of the clients of NBL bank. My branch is anew branch in this jurain area. So if NBL bank jurain branch want to be in competition they haveto know the feeling and expectation of their clients. Bank is an institution where money factor isevolve, this is a core asset for a person. So we have to build up highest level of confidant or youcan say „trust‟. Without giving them high level of trust they do not invest their money in NBLbank. If we give them fully trust they might be switch their account from another bank. So ourbank will be done a great business from other competitor. This is the main significance of myresearch. We found that trust builds by the person related characteristics and some Offer relatedcharacteristics. We are successful to prove it. 24
  20. 20. Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited10. Findings:The findings of the study are follows  The National bank limited has a well defined organization structure. Clients are connected the bank for a long time.  Clients are satisfied the bank service.  Clients are satisfied the managers honesty.  National bank provides a friendly environment.  Manager is very helpful if client face any problem.  Sometime manager are discriminated one client to another client.  Employees are very much polite with the client.  Relationship the manager with the client is not dependable.  Employees are providing the customized service for the client.  Nation bank limited achieves the trust from the employee. 25
  21. 21. Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited 1. From how many years you are connected with NBL Bank?Number of yearsconnected 1 2 3 above 4Result 6 7 11 6 How many yrs.they are connected to NBL? 12 10 8 Series1 Series2 6 Series3 4 Series4 2 0 1 2 3 4 5 6 2. Are you satisfied with NBL Bank service? Option Yes NO Moderate None Result 16 2 10 2 18 16 14 12 10 8 Series1 6 4 Series2 2 Series3 0 Series4 2. Are you Yes No Moderate Non satisfied with NBL Bank service? 26
  22. 22. Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited3. Do you think the relationship managers are honest?Opinion YES No Somewhat agree Somewhat disagreeResult 20 3 3 4 the relationship manager are honest 25 20 Series1 15 Series2 Series3 10 Series4 5 0 1 2 3 4 54. What do you think your relationship manager at NBL Bank Is?Trustworthy Inflexible None20 6 4 27
  23. 23. Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited 25 4. What do you think your relationship manager at NBL Bank 20 is………. i) Trustworthy 15 10 ii) Inflexible 5 iii) None 0 1 2 3 4 55. Do the relationship manager providing you a friendly environment?Opinion Satisfied Dissatisfied Moderate NoneResult 15 7 7 1 16 5. Do the relationship manager providing you a 14 friendly environment? 12 i) satisfied 10 ii) Dissatisfied 8 6 iii) Moderate 4 2 iv) None 0 1 2 3 4 5 66. Does the relationship manager at NBL Bank help you in case of any problem?Opinion Responsive Fulfill your Worst than your expectation expectationResult 10 13 7 28
  24. 24. Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited 14 6. Does the relationship manager at NBL Bank 12 help you in case of any problem? 10 i) Responsive 8 6 ii) Fulfill your expectation 4 2 iii) worst than your expectation 0 1 2 3 4 5 6 77. Does the relationship manager at NBL Bank discriminate with other clients?Opinion Sometimes Frequently Rarely NeverResult 4 20 3 3 relationship manager of NBL bank discriminate with other clients 25 20 Series1 15 Series2 Series3 10 Series4 5 0 1 2 3 4 5 6 7 8. Do the relationship manager at NBL Bank are polite with customer? Opinion Always Sometimes Rarely Never Result 20 5 3 2 29
  25. 25. Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited 25 8. Do the relationship manager at NBL Bank are polite with customer? 20 i) Always 15 ii) Sometimes 10 iii) Rarely 5 iv) Never 0 1 2 3 4 5 69. What do you think the relationship is experienced in this business?Opinion Satisfied Dissatisfied NeuralResult 14 13 3 what do think the relationship is experienced in this buniess 16 14 12 Series1 10 Series2 8 Series3 6 Series4 4 2 0 1 2 3 4 5 610. What do you think relationship manager at NBL is dependable?Opinion Satisfied Moderate Not really NoneResult 5 7 11 7 30
  26. 26. Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited 12 10. What do you think relationship manager at 10 NBL Bank is dependable? i) satisfied 8 ii) Moderate 6 4 iii) Not really 2 iv) None 0 1 2 3 4 5 611. Does our relationship manager at NBL Bank provide you customized service?Opinion Yes No SometimeResult 13 5 12 14 12 10 8 Series1 6 4 2 0 Yes No Sometime at NBLbank provide you customized service? Does our relationship manager12. As a client of NBL bank what do think, how can a relationship manager achieve your trust?Opinion Satisfied Moderate Not really NoneResult 11 7 5 7 31
  27. 27. Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited as a client of NBL bank what do u think, how can a relationship manager achieve your trust 12 10 8 Series4 Series3 6 Series2 4 Series1 2 0 1 2 3 4 511. Recommendation:After done the research we find out many think about banks and the client of my bank. Duringthis research .I will give my recommend in different perspective. I will talk about the clients‟perspective, for the research I have an opportunity to talk with some clients. Mainly those clientswho is my respondent for fill up the questionnaire. The employee of NBL was good enough butthey have to give the more afford to give the trust to the client that you will give them highestpriority. If the NBL not fulfills the expectation of the client they will switch their account. So ifbank want to establish a profitable business in this area bank have to go for it. Anothersuggestion for the client is that they have to understand the limitation of the bank employee.Employee cannot go over the system; if they can go they obviously do it for you. So clients haveto understand the situation. So those are my recommendation for the bank and clients.  Clients are satisfied the bank service so try to make high level of confident to the client‟s or you can say trust.  Clients are not satisfied only friendly environment. They wants the security about their money  Good manner is important from the employee in the client of NBL  Do not harassment or discriminated to any client for the unnecessary reason.  Solve the customer problem as soon as possible manager and also all other employee. 32
  28. 28. Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited Information must be confidential which wants the client. Management should very flexible for the client and focus more quick service. Customer service should be pleasant and prompt Speed in General banking activities and made quick 33
  29. 29. Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited12. Conclusion:After analysis the secondary and primary data, we found some problems and solution for thatproblem. In my research I try to find out that the relationship of dependent And Independentvariable. I mean to say the relationship of trust and other factor. The of NBL bank provideservice to their clients with the help of a skilled and dedicated workforce whose creative talents,innovative actions and competitive edge make their position unique in giving quality service toall institutions and individuals that they care for. So to fulfill their mission they have to capturethe client by achieving their trust. Our research is partly successful because we found the factorof the trust.From a client‟s perspective, as described by the greater the power of the service supplier (e.g. thebank), the greater the likelihood that supplier will be able to dictate the terms of the servicerelationship. In effect, a second type of risk the client faces is based on inertia; the longer therelationship, the harder it is to switch; even if better offers are made by competitors .In order todevelop strong relationships with small business owners, it is very important for relationship-managers at banks to build trust. In order to develop strong relationships with small businessowners, it is very important for relationship-managers at banks to build trust.Trust depends on person- related service like politeness, similarity and so on. Because goodmanner and good behave can change the people perception of people, that they thing bank ismore reliable to them. This is a best way to build up trust to client. Another obsession that offersrelated service like customization, and reliability and so on. Which also influence clients trust?By our research we found that if those person-related and offer-related service increase trust isalso in to the client of NBL bank. This will helpful to the bank that we might know that, whatthey should do in future to build up the trust of their clients. Actually that was our aim to prove itthat trust depends on those factor. 34
  30. 30. Study on Effective Factors of Client’s Trust in Perspective of National Bank LimitedReferences:  Coulter, K.S. and Coulter, R.A. (2002), “Determinants of trust in a service provider: the moderating role of length of relationship”, Journal of Service Marketing, Vol. 16 No. 1, pp. 35-50.  Crosby, L.A., Evans, K.R. and Cowles, D. (1990), “Relationship quality in service selling: an interpersonal influence perspective”, Journal of Marketing, Vol. 54 No. 3, pp. 68-81  Kotler, P. (1997), Marketing Management: Analysis, Planning, Implementation and Control, 9th ed., Prentice-Hall, Englewood Cliffs, NJ.  Moorman, C., Deshpande´, R. and Zaltman, G. (1992), “Relationships between providers and users of market research: the dynamics of trust within and between organizations”, Journal of Marketing Research, Vol. 29 No. 3, pp. 314-29.  NBL website  Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “Servqual: a multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64 No. 1, pp. 12-40  Woodside, A.G. and Davenport, J.W. Jr (1974), “The effect of salesman similarity and expertise on consumer purchasing behavior”, Journal of Marketing Research, Vol. 11 No. 2, pp. 198-202  Zineldin, M. (1995), “Bank-company interactions and relationships: some empirical evidence”, International Journal of Bank Marketing, Vol. 13 No. 2, pp. 30-43. 35
  31. 31. Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited Appendix-1 Questionnaire for researchName:Age: Gender: Male FemaleOccupation: Designation:Account types:Please give your honest opinion. There is no right or wrong answer. I assure you that this research is ONLY FORACADEMIC PURPOSES and the information you will provide will be kept STRICTLY CONFIDENTIAL.Please tick the answer that most appropriately represents your response to the followingstatements:1. From how many years you are connected with NBL Bank? I. 1 years II. 2 years III. 3 years IV. above 42. Are you satisfied with NBL Bank service? i) Yes ii) No iii) Moderate iv) None3. Do you think the relationship managers are honest? i) Yes ii) No iii) Somewhat Agree iv) Somewhat disagree4. What do you think your relationship manager at NBL Bank is………. i) Trustworthy ii) Inflexible Iii) None5. Do the relationship manager providing you a friendly environment? i) satisfied ii) Dissatisfied iii) Moderate iv) None 36
  32. 32. Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited6. Does the relationship manager at NBL Bank help you in case of any problem? i) Responsive ii) Fulfill your expectation iii) worst than your expectation7. Does the relationship manager at NBL Bank discriminate with other clients? i) Sometimes ii) Frequently iii) Rarely iv) Never8. Do the relationship manager at NBL Bank are polite with customer? i) Always ii) Sometimes iii) Rarely iv) Never9. What do you think the relationship is experienced in this business? i) satisfied ii) Dissatisfied iii) Neural10. What do you think relationship manager at NBL Bank is dependable? i) satisfied ii) Moderate iii) Not really iv) None11. Does our relationship manager at NBL Bank provide you customized service? i) Yes ii) No iii) sometime12. As a client of NBL bank what do think, how can a relationship manager achieve your trust? i) Satisfied ii) Moderated iii) Not really iv) None 37
  33. 33. Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited Appendix 2 Statement of Revised Rates of Interest (Per annum percentage) Deposits Rate Effective Date: 08.02.2012 01. Saving Deposit 6.50% Special Notice Deposits(SND) i. Less than Tk.1.00 crore 2.00% ii. Tk.1.00 crore and above but less than 2.50% Tk.25.00 crore 02. iii. Tk. 25.00 crore and above but less than 4.00% Tk.50.00 crore iv. Tk. 50.00 crore and above but less than 2.00% Tk.100.00 crore v. Tk. 100.00 crore and above 2.00% Fixed/Term Deposits 1 Month i. Less than Tk. 0.80 crore 10.50% 03. ii. Tk. 0.80 crore and above 12.00% 3 Months 12.50% 6 Months 12.50% 1 Year 12.50% 38
  34. 34. Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited 39

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