An Assignment

On
Employ Satisfaction of City Bank

Prepared By
Dipock Mondal
+8801916286988

Submission Date :22,December,2009

B A N G L A D E S H
 ACKNOWLEDGEMENT

An individual cannot achieve such purpose of preparing report; it is obvious that

guidance, support and continuous supervision have to be undertaken

First of all we are grateful to almighty Allah for giving me the strength and special
blessing complete my report successfully.

At first I would like to express my gratitude to my teacher …………Liza

Khan…………………… who helps me in every step of report writing by giving
pertinent guidance, advice and encouragement.

We are taking this opportunity to express our thanks to the customers of different bank in
Bangladesh. They help us to collect banks information. They help me very friendly and
clearly.
 EXECUTIVE SUMMARY
Banks are the pillars of the financial system. Specially, in Bangladesh, proper banking
system is very important, because the capital market is more developed here.

The main focus of this report is to show customer satisfaction of commercial bank. A
short describe of online banking system in Bangladesh.
We explain an overview of generation and banking activities, which includes form of
customer service and their legal aspect.

We describe the origin of the report, rationale of the study, objectives of the study,
methodology of the study and constraints of the study. The main objective of online
banking is to maximize profit and ensure the best possible service towards the customer.
 INTRODUCTION
A bank is a financial institution licensed by a government. Its primary activities include
borrowing and lending money. Many other financial activities were allowed over time.
The Bank was incorporated as a public limited company under the Companies Act. 1994

The Bank offers the full range of banking and investment services for personal and
corporate customers, backed by the latest technology and a team of highly motivated
officers and staffs.

Banks are providing Excellence in Banking services; bank has launched fully automated
Phone Banking service, joined a countrywide-shared ATM network and has introduced a
co-branded credit card. A process is also underway to provide e-business facility to the
bank's clientele through Online and Home banking solutions.
 OBJECTIVE OF THE STUDY:

The basic objectives of this practical orientation are as follows:

To have an exposure on the banking environment of Bangladesh

To gain experience on different functions of Banks such as online banking, general
banking, Foreign Exchange department and Loans & Advance etc.
To have some practical exposures that will be helpful for developing my future career.
To facilitate the students apply their theoretical knowledge in practical level of
operation of a bank as well as find out the differences between theory practices.

METHODOLOGY:
For any research methodology is very important. Without adopting proper methods it is
difficult to conduct to research successfully. The optimum outcome of the research
depends largely on the adopting of the prepare this assignment we followed some
methods, survey method, statistical method, historical method, case study method etc.
respectively where it is applicable .The techniques of data collection followed in this
research are interviewing, questionnaire, of document sources. We also took the help of
different website to collect the topic-related information and statistics.

The primary sources of information:

Personal observation of different tasks.

 Exposure on different desk of the bank.
Studying of different banks.
Direct conversations with the customer.

The secondary sources of information:

Prospectus of different banks

Internet
Various books, articles, compilations etc. regarding general banking functions, foreign
exchange operations and credit policies.

AUTOMATION & ONLINE SERVICE:

The banking operations must be automated with a view to get optimum benefit and
increase efficiency in serving the valued customers. In the age of information technology
revolution, customer satisfaction entirely depends on technology- advanced service.
Banks are absorbed modern techniques and innovations to attract their clientele group.
Online bank must be having application software, which will span the entire range of
corporate and consumer products. Future strengthen the relationship with the clients and
make banking more convenient and easy has already introduces “On-line banking”.

.2 Importance of Job Satisfaction

Job satisfaction results from pleasurable emotional state and is leads frequently to a
positive work attitude. Uncertainty lowers self-worth and produces anxiety. Again
monotony erodes a worker’s initiative and enthusiasm and leads to absenteeism and
unnecessary turnover. Whereas, a satisfied worker id more likely to be creative,
flexible, innovative and loyal. Job satisfaction thus holds the following importance:

 High quality performances can be achieved;

 Productivity increases;
  Absenteeism and termination evaporate;
 Complaints and grievances reduces;
 Creativity of workers increases;
 Morale and punctuality rise;

Therefore job satisfaction both directly and intangibly improves the work force.
However, it is important to know that job satisfaction and productivity are not
conclusively correlated to or consistent on each other. Nevertheless, without job
satisfaction leading the workforce toward greater achievement is nearly impossible.

3.4 Building Job Satisfaction

Now realizing the importance of job satisfaction, the perplexity of establishing it in

the workforce has taken cleared. Organizations have to ensure some following facts
to enhance the job satisfaction. Besides, manager should consider some other
factors if managers are serious about upholding job satisfaction among employees by

 Creating stimulating work environment;

 Ensuring job enrichment which is deliberate upgrading of responsibility,
scope, and challenge in the work itself. Job enrichment usually includes
increased responsibility, recognition, and opportunities for growth, learning,
and achievement.
 Opportunities to use one's talents and to be creative;
 Holding high commitment and relationship with supervisors and co-workers;
 A stable, secure work environment that includes job security/continuity;
 Competitive salary and opportunities for promotion;
 Matching workers with the type of work and placing them according to it;

There are many factors that affect job satisfaction and that what makes workers
happy with their jobs varies from one worker to another. Apart from the factors
mentioned above, job satisfaction is also influenced by the employee's personal
characteristics, the manager's personal characteristics and management style, and
the nature of the work itself. Managers who want to maintain a high level of job
satisfaction in the work force must try to understand the needs of each member of
the work force
 1) Age:

Frequency Valid Percent

Below 20years 4 13.4
20-30years 12 40.0
30-40years 8 26.6
40-50years 4 13.4
50years or above 2 6.6
Total 30 100.0

Below 20years
Below 20years
20-30years 20-30years
30-40years
Total
40-50years

30-40years 50years or above

Total
40-50y ears
50years or
above

Here we see after collecting information the age limit of the responders are below 20
years 4 people,13.4% and 20-30 years 12 people 40%,30-40 years 8 peoples 26.5% and
50 years and above 2 peoples 6.6%.Total responders 30 persons.
 2) Gender:

Frequency Valid Percent

Male 18 60.0
Female 12 40.0
Total 30 100.0

40%
1
2
60%

Most of the responders are Male that is 60% and others are female that is 40%
 3) Education:

Frequency Valid Percent

Below secondary school 3 10.0

Secondary school 3 10.0
Higher secondary 8 26.7
Graduate 9 29.8
Post graduate 5 16.7
Others 1 3.4
Total 30 100.0

Education: Frequency
2%
5%
No formal education
5%
Below secondary school
13% Secondary school
Higher secondary
50%
Graduate
Post graduate
15%
Others
Total
2% 8%

After collecting information and analysis we see that from the responders 3.4% users

have no formal education and below secondary are 10% users. Secondary and higher

secondary passed users are accordingly 10% and 26%.Graduates and Post graduates are

29.8% and 16.7%>and others 3.4%

4) Disposables Income:
 Frequency Valid Percent
Below BDT.10000 12 40.0
BDT.10000-20000 6 20.0
BDT.20000-30000 6 20.0
BDT.30000-40000 4 13.4
Above 40000 2 6.6
Total 30 100.0

7% 0%

13%
Dis posables Inc ome
40% Below BDT.10000
BDT.10000-20000
BDT.20000-30000
20% BDT.30000-40000
Above 40000

20%

After collecting information and analysis we see that monthly income 40.0% users have
below 10,000(tk) on and 20% users have 10,000-20,000(tk). 20,000-30,000(tk) income
have 20.0% 30,000-40,000(tk) have 20.0%.Above 40,000(tk) 6.6.0%.
 6) Residential Area:

Frequency Valid Percent

Mirpur 2 6.6
Mohammadpur 2 6.6
Dhanmondi 2 6.6
Azimpur 2 6.6
Tejgoun 1 3.4
Rampura 1 3.4
Khilkhet 2 6.6
Uttara 2 6.6
Banani 3 10.0
Gulshan 3 10.0
Baridhara 1 3.4
Moghbazar 2 6.6
Cantonment 1 3.4
Motijhell 4 13.4
Kakrail 1 3.4
Old dhaka 1 3.4
Total 30 100.0
 Residential Area: Frequency Mirpur
Mohammadpur
Dhanmondi
3% 3% 7% Azimpur
7%
13% Tejgoun
7% Rampura
3% Khilkhet
7%
7% Uttara
3%
Banani
3%
3% Gulshan
10% 7% Baridhara
10% 7%
Moghbazar
Cantonment
Motijhell

After collecting information and analysis we see that most of the branch is in main city in
Bangladesh. Outside branches position is not good. Most of the customers like to open an
account in town area.
 7) How long have you been using online banking:

Frequency Valid Percent

0-2years 4 13.3
2-4years 12 40.0
4-6years 6 20.0
6-8years 5 16.7
8years & above 3 10.0
Total 30 100.0

10% 0% How long have you been

13%
using online banking:

17%

0-2years
2-4years
40% 4-6years
20% 6-8years
8years & above

After collecting information and analysis we see that new customer are 13.4% and semi
middle account user are 40% users. Old users are 46.6%.
 8) Online banking saves your valuable time to go your own
branch:

Frequency Valid Percent

Strongly disagree 1 3.3
Disagree 1 3.3
Neutral 2 6.6
Agree 10 33.4
Strongly agree 16 53.4
Total 30 100.0

How long have you been

1 1
2 using online
banking:
Strongly disagree

Disagree
16
10 Neutral

Agree

Strongly agree

After collecting information and analysis we see that from the responders 3.3% are
strongly disagree and .3.3% users are disagree,6.6% are neutral. Agree and strongly agree
are 33.4% and 56.4%.

Note: Most of the customers are satisfaction of the service. Little percents are
dissatisfaction. Bankers are needs to identified, why they are dissatisfaction.
9) Online banking system has overcome our signature verification
problem:

Frequency Valid Percent

Disagree 2 6.6
Neutral 5 16.7
Agree 11 36.7
Strongly agree 12 40.0
Total 30 100.0

Online banking system has overcome our signature verification problem:

Disagree
Neutral
Agree
Strongly agree
0%
0%
7%
17%
39%

37%

After collecting information and analysis we see that from the responders 6.6% disagree
and 16.7% users are neutral. Agree and strongly agree are 36.7% and 40%.

Note: Large percentages are satisfaction. There are providing proper service and solve
different kinds of problem.
 10) ATM location is convenient for you?

Frequency Valid Percent

Strongly disagree 1 3.3
Disagree 3 10.0
Neutral 6 20.0
Agree 12 40.0
Strongly agree 8 26.7
Total 30 100.0

ATM location is convenient for you?

0%
Strongly disagree 0%Disagree
Neutral Agree
Strongly agree 0%
0%
3%
10%
27%

20%

40%

After collecting information and analysis we see that from the responders 3.3% are
strongly disagree and 10% users are disagree,6.6% are neutral. Agree and strongly agree
are 33.4% and 56.4%.

Note: ATM location is proper, customer are satisfaction. They have need to increase
there ATM location.

11) ATM gives you the privacy?

Frequency Valid Percent

 Strongly disagree 1 3.3
Disagree 6 20.0
Neutral 3 10.0
Agree 12 40.0
Strongly agree 8 26.7
Total 30 100.0
ATM gives you the
privacy?
0%3%

27% 20%

Strongly disagree

10% Disagree

Neutral

40% Agree

Strongly agree

After collecting information and analysis we see that from the responders 3.3% are
strongly disagree and 20.0% users are disagree,10.0% are neutral. Agree and strongly
agree are 40.0% and 26.7%.

Note: They take strongly security system to all customers, customer are satisfied to there
security.
12) Online banking gives you the chance for depositing
and withdrawing money from any branch?

Frequency Valid Percent

Strongly disagree 1 3.3
Disagree 3 10.0
Neutral 5 16.6
Agree 10 33.4
Strongly agree 11 36.7
Total 30 100.0
0% Online banking gives you the
chance for depositing and
3% withdrawing money from any
10% branch
Strongly disagree

37% Disagree
17%

Neutral

Agree

Strongly agree
33%

After collecting information and analysis we see that from the responders 3.3% are
strongly disagree and .10.0% users are disagree,16.6% are neutral. Agree and strongly
agree are 33.4% and 36.7%.

Note: Online banking system gives the opportunity the chance for depositing and
withdrawing money from any branch. Customers are accepting this opportunity.
13) You are able to transfer money from any branch to
any other account of your bank?

Frequency Valid Percent

Strongly disagree 2 6.6
Disagree 4 13.3
Neutral 6 20.0
Agree 11 36.7
Strongly agree 7 23.4
Total 30 100.0

You are able to transfer money

0% 7% from any branch to any other
account of your bank
23%
13% Strongly disagree

Disagree

Neutral

20%
Agree

37% Strongly agree

After collecting information and analysis we see that from the responders 6.6% are
strongly disagree and .13.3% users are disagree,20.0% are neutral. Agree and strongly
agree are 36.7% and 23.4%.
Note: Customers are able to transfer money from any branch to any other account of
your bank. Customers are accepting this facility. But rural area this facility is not
available.
14) Online banking gives you the option for collecting account
statement over the bank through SMS/ E-mail services?

Frequency Valid Percent

Strongly disagree 3 10.0
Disagree 5 16.6
Neutral 9 29.8
Agree 7 23.6
Strongly agree 6 20.0
Total 30 100.0

Online banking gives you the option for

0% collecting account statement over the
10% bank through SMS/ E-mail services
20%
Strongly disagree

17%
Disagree

Neutral

23%
Agree

30% Strongly agree

After collecting information and analysis we see that from the responders 10.0% are
strongly disagree and 16.6% users are disagree,29.8% are neutral. Agree and strongly
agree are 23.6% and 20.0%.
Note: Online banking system, customer can collect there account statement in all
branches. Bank through the SMS/ E-mail services customers are enjoy this kind of
facility.
 15) Online transactions with your bank are always accurate?

Frequency Valid Percent

Strongly disagree 3 10.0
Disagree 5 16.6
Neutral 7 23.6
Agree 9 29.8
Strongly agree 6 20.0
Total 30 100.0

0% 10%
Online transactions with your
20%
bank are always accurate

17%
Strongly disagree

Disagree

Neutral

Agree
30%
23% Strongly agree

After collecting information and analysis we see that from the responders 10.0% are
strongly disagree and 16.6% users are disagree,23.6% are neutral. Agree and strongly
agree are 29.8% and 20.0%.

Note: Online transactions are always accurate, most of the customer are satisfy and
neutral. One large number are disagree, bankers are try to increase there facility.
 16) You feel secured in any transaction with online banking?

Frequency Valid Percent

Strongly disagree 1 3.3
Disagree 4 13.3
Neutral 7 23.4
Agree 12 40.0
Strongly agree 6 20.0
Total 30 100.0

0%
3%
20% 13%
You feel secured in any
transaction with online banking
Strongly disagree

Disagree

Neutral
23%
Agree

Strongly agree

41%

After collecting information and analysis we see that from the responders 3.3% are
strongly disagree and 13.3% users are disagree,23.4% are neutral. Agree and strongly
agree are 40.0% and 20.0%.

Note: Most of the customers are secured to transaction money with the help of online
banking system, because banking security system is strong.
17) Customer service representatives are available on online for
instant response to your queries?

Frequency valid Percent

Strongly disagree 1 3.3
Disagree 3 10.0
Neutral 7 23.6
Agree 11 36.7
Strongly agree 8 26.7
Total 30 100.0
0%

3% Customer service representatives

are available on online for instant
10% response to your queries
27% Strongly disagree

Disagree

23%
Neutral

Agree

Strongly agree
37%

After collecting information and analysis we see that from the responders 3.3% are
strongly disagree and 10.0% users are disagree,23.6% are neutral. Agree and strongly
agree are 36.7% and 26.7%.

Note: Customer service or HRM department is not available. Customers are not
dissatisfaction in this time.
18) All the information provided in the website is sufficient for
you?

Frequency Valid Percent

Strongly disagree 1 3.3
Disagree 4 13.3
Neutral 7 23.4
Agree 12 40.0
Strongly agree 6 20.0
Total 30 100.0

0%
3%
20% 13%
All the information provided in the
website is sufficient for you
Strongly disagree

Disagree

Neutral
23%
Agree

Strongly agree

41%

After collecting information and analysis we see that from the responders 3.3% are
strongly disagree and .13.3% users are disagree,23.4% are neutral. Agree and strongly
agree are 40.0% and 20.0%.
19) Your bank does not misuse any of your personal information?

Frequency Valid Percent

Strongly disagree 1 3.3
Disagree 5 16.6
Neutral 4 13.3
Agree 11 36.6
Strongly agree 9 29.8
Total 30 100.0

0%
3%

17% Your bank does not misuse any of

30% your personal information
Strongly disagree

Disagree

13% Neutral

Agree

Strongly agree

37%

After collecting information and analysis we see that from the responders 3.3% are
strongly disagree and 16.6% users are disagree,13.3% are neutral. Agree and strongly
agree are 36.6% and 29.8%.

Note: Banks does not misuse any personal information, some time government collect
personal information; this is one kind of misuse.

20) Your bank quickly resolves problems you encounter with your
online transactions?
 Frequency Valid Percent
Strongly disagree 1 3.3
Disagree 3 10.0
Neutral 6 20.0
Agree 13 43.4
Strongly agree 7 23.3
Total 30 100.0
0%
3% Your bank quickly resolves
problems you encounter with your
10% online transactions
23%
Strongly disagree

Disagree

20%
Neutral

Agree

Strongly agree
44%

After collecting information and analysis we see that from the responders 3.3% are
strongly disagree and .10.0% users are disagree,20.0% are neutral. Agree and disagree
are 43.4% and 23.3%.

Note: Banks are solving any kinds of problems about money transactions in online.
 21) You frequently face trouble with the server of your online
banking?

Frequency Valid Percent

Strongly disagree 3 10.0
Disagree 5 16.6
Neutral 8 26.7
Agree 9 29.8
Strongly agree 5 16.6
Total 30 100.0

0% 10%
17%
You frequently face trouble with
the server of your online banking
Strongly disagree
17%

Disagree

Neutral

Agree
29%

Strongly agree

27%

After collecting information and analysis we see that from the responders 10.0% are
strongly disagree and 16.6% users are disagree,26.7% are neutral. Agree and strongly
agree are 29.8% and 16.6%.
 22) Online banking service charges are affordable?

Frequency Valid Percent

Strongly disagree 3 10.0
Disagree 4 13.4
Neutral 9 29.8
Agree 8 26.8
Strongly agree 6 20.0
Total 30 100.0

0% 10%
20%
Online banking service charges
are affordable
13% Strongly disagree

Disagree

Neutral

Agree
27%
Strongly agree
30%

After collecting information and analysis we see that from the responders 10.0% are
strongly disagree and 13.4% users are disagree,29.8% are neutral. Agree and disagree are
26.8% and 20.0%.
23) All the debit card member banks can make ATM transactions
within network at very convenient fees?

Frequency Valid Percent

Strongly disagree 1 3.3
Disagree 4 13.3
Neutral 7 23.4
Agree 11 36.6
Strongly agree 7 23.4
Total 30 100.0
All the debit card member banks
0%
can make ATM transactions
3% within network at very convenient
fees
13%
23% Strongly disagree

Disagree

23%
Neutral

Agree
38%

Strongly agree

After collecting information and analysis we see that from the responders 3.3% are
strongly disagree and .13.3% users are disagree,23.4% are neutral. Agree and disagree
are 33.4% and 23.4%.
 24) Transfer money over the bank website should be introduced?

Frequency Valid Percent

Strongly disagree 1 3.3
Disagree 3 10.0
Neutral 8 26.7
Agree 12 40.0
Strongly agree 6 20.0
Total 30 100.0
0%
3%
10%
20%
Transfer money over the bank
website should be introduced
Strongly disagree

Disagree

27% Neutral

Agree

Strongly agree

40%

After collecting information and analysis we see that from the responders 3.3% are
strongly disagree and 10.0% users are disagree,26.6% are neutral. Agree and disagree are
40.0% and 20.0%.
 25) Account statement over the website should be available?

Frequency Valid Percent

Strongly disagree 1 3.3
Disagree 3 10.0
Neutral 6 20.0
Agree 12 40.0
Strongly agree 8 26.7
Total 30 100.0
0%
3%
10%
27% Account statement over the
website should be available
Strongly disagree

Disagree
20%
Neutral

Agree

Strongly agree

40%

After collecting information and analysis we see that from the responders 3.3% are
strongly disagree and 10.0% users are disagree,20.0% are neutral. Agree and disagree are
40.0% and 26.7%.
 26) Increase ATM booth location?

Frequency Valid Percent

Strongly disagree 1 3.3
Disagree 2 6.6
Neutral 7 23.4
Agree 8 26.7
Strongly agree 12 40
Total 30 100.0

0%3%
7%

Increase ATM booth location

40%
23% Strongly disagree
Disagree
Neutral
Agree
Strongly agree

27%

After collecting information and analysis we see that from the responders 3.3% are
strongly disagree and 6.6% users are disagree,23.4% are neutral. Agree and disagree are
26.7% and 40.0%.

27) Statement should be available over all the ATM booths?

 Frequency Valid Percent
Strongly disagree 1 3.3
Disagree 2 6.6
Neutral 6 20.0
Agree 11 36.7
Strongly agree 10 33.4
Total 30 100.0

0%3%
7%

Statement should be available

over all the ATM booths
33% Strongly disagree
20%
Disagree

Neutral

Agree

Strongly agree

37%

After collecting information and analysis we see that from the responders 3.3% are
strongly disagree and .6.6 users are disagree, 20.0% are neutral. Agree and disagree are
36.7% and 33.4%.

28) Withdrawing the amount of money should be flexible?

 Frequency Valid Percent
Strongly disagree 1 3.3
Disagree 3 10.0
Neutral 4 13.3
Agree 12 40
Strongly agree 10 33.4
Total 30 100.0
0%

3%
10%
Withdrawing the amount of money
should be flexible
33% Strongly disagree
13%
Disagree

Neutral

Agree

Strongly agree

41%

After collecting information and analysis we see that from the responders 3.3% are
strongly disagree and 10.0% users are disagree,13.3% are neutral. Agree and disagree are
40.0% and 33.4%.

29) Corporate services should be instant?

 Frequency Valid Percent
Strongly disagree 1 3.3
Disagree 2 6.6
Neutral 7 23.4
Agree 13 43.4
Strongly agree 7 23.3
Total 30 100.0

0%3%
7%
23% Corporate services should be
instant
Strongly disagree

23% Disagree

Neutral

Agree

Strongly agree

44%

After collecting information and analysis we see that from the responders 3.3% are
strongly disagree and 6.6% users are disagree,23.4% are neutral. Agree and disagree are
43.4% and 23.3%.

30) Joint debit card under a single account should be introduced?

 Frequency Valid Percent
Strongly disagree 3 10.0
Disagree 4 13.4
Neutral 8 26.8
Agree 9 29.8
Strongly agree 6 20.0
Total 30 100.0

0% 10%
Joint debit card under a single
20%
account should be introduced

13%
Strongly disagree

Disagree

Neutral

Agree
30%
27%
Strongly agree

After collecting information and analysis we see that from the responders 10.0% are
strongly disagree and .13.4% users are disagree,26.8% are neutral. Agree and disagree
are 29.8% and 20.0%.
SOWT Analysis

STRENGTH:

1 Strong financial capacity.

2 Combination of modern technology.

3 Transfer money is to any where.

4 A group of skilled and trained human resource with national and internal
expertise.

5 Efficient management under all online banks.

6 Reputation in the national and international banking sector for higher

service quality.

7 A strong relationship between all customer and management.

WEAKNESS:

1 High cost of service charge.

2 Adequate promotional campaign.
3 Absence of micro-credit unit.
4 No social –economic enlistment.
 OPPORTUNITY:

1 Branch network expansion.

2 Can offer wide range of financial products.

3 Can invest in IT sector.

4 Foreign remittance opportunity.

THREAT:

1 Deterioration of global economic conditions.

2 Political instability of the country.

3 Currency rate fluctuations.

4 Volatile call money market.

5 Critical legislative procedure of the government.

6 New competitors entering in the field of financial institutions.

 CONCLUSION:

I have gained so much practical knowledge about this activity through this report. It will

help in me educational life as well as in our practical life. It is the age of technology

revolution; customer satisfaction entirely depends on technology-advanced service. That

is why, third generation bank absorbed modern techniques and innovation to attract their

clientele groups. The major technological innovation adopted by third generation banks.

Banks are trying to do some thing to social welfare. Every year different organization

arranges different type of activities to social wellbeing. A friendly environment prevails

there. Though it is scientifically managed process of customer and the staff relationship,

should be more neutral and nepotism free.

 RECOMMENDATIONS

Based on analysis and findings, a number of recommendations have been made:

• Introduction of credit card and consumer credit scheme

• Increasing diversified products such as education loan, (without any security).

• Installation of IT for easier communication

• Should attract more local businesspersons by enhancing facilities

• Need to consider making changes in operational policies and procedural formalities to

help the clients.

• Should try to provide export credit as a preferential rate of interest.

• More telephone connection is required

• Improvement of outlook

• Proper training of the employees

• Can introduce premium-banking services for valued customers

• The responsibility should be rested upon employees

• More personnel are needed in online Banking Section considering the volume of

work.
Refference:

1 Philip Kotler, PHD“MARKAETING MANAGEMENT”

10TH Edition,

2 Annual Report of UTTARA BANK LIMITED 2006,

3 Annual Report of DHAKA BANK LIMITED 2007,

4 Web side (www.wikipedia.com).

(Date: 12/08/2009)