Final Report

Table of Contents
Organaizational Part
History And Heritage3
Operating
Body
..6
Vision Of The
Bank
..6
Mission Of The
Bank
..6
Main Objectives
Organization organogram of
NBL7
Corporate
Governance
..8
Board Of Directors And
Comitees
8
Legal And Regulatory
Compliance
8
Disclosure and
Transparency
8
Risk
Management
.9
Reviews of
Activities
..9
1 | Page
Functions Of
NBL
.9
Porters Five Forces
Model
..13
PEST Analysis
16
SWOT analysis of National Bank Limited
17
Project Part
Introduction
19
Objective Of The
Study
19
Significance of the
study
.20
Hypothesis
.20
Research
Methodology
21
Limitations of the
study
23
Result
Analysis
.24
2 | Page
Frequency
Analysis
24
Descriptive
Statistics
.53
One Sample Ttest
..58
Correlation
Analysis
..62
Regression
Analysis
..64
ANOVA
..66
The linear
equation
67
Major
Findings
.68
Recommandation
..69
Conclusion
.70
Bibliography
...71
Appendix
72
3 | Page
4 | Page
Organization Part
History and Heritage
National Bank Limited Limited has its prosperous past, glorious present, prospective future and under
processing projects and activities. Established as the first private sector bank fully owned by Bangladeshi
entrepreneurs, NBL has been flourishing as the largest private sector Bank with the passage of time after
facing many stress and strain. The members of the board of directors are creative businessmen and
leading industrialists of the country. To keep pace with time and in harmony with national and
international economic activities and for rendering all modern services, NBL, as a financial institution,
automated all its branches with computer networks in accordance with the competitive commercial
demand of time. Moreover, considering its forth-coming future, the infrastructure of the Bank has been
rearranging. The expectation of all class businessmen, entrepreneurs and general public is much more to
NBL. At present it has 145 branches under their branch network. In addition, its effective and diversified
approach to seize the market opportunities is going on as continuous process to accommodate new
customers by developing and expanding rural, SME financing and offshore banking facilities.
The emergence of National Bank Limited in the private sector was an important event in the Banking
arena of Bangladesh. When the nation was in the grip of severe recession, the government took the
farsighted decision to allow the private sector to revive the economy of the country. Several dynamic
entrepreneurs came forward for establishing a bank with a motto to revitalize the economy of the country.
National Bank Limited was born as the first hundred percent Bangladeshi owned Bank in the private
sector. From the very inception, it was the firm determination of National Bank Limited to play a vital
role in the national economy. National Bank Limited is determined to bring back the long forgotten
taste of banking services and flavors. National Bank Limited want to serve each one promptly and with a
sense of dedication and dignity.
The then President of the People's Republic of Bangladesh Justice Ahsanuddin Chowdhury inaugurated
the bank formally on March 28, 1983 but the first branch at 48, Dilkusha Commercial Area, Dhaka started
commercial operation on March 23, 1983. The 2nd Branch was opened on 11th May 1983 at Khatungonj,
Chittagong.
At present, National Bank Limited has been carrying on business through its total 167 service locations
(branches and Agri branches) spread all over the country. Since the very beginning, the bank has exerted
5 | Page
much emphasis on overseas operations and handled a sizable quantum of home bound foreign remittance.
It has drawing arrangements with 415 correspondents in 75 countries of the world, as well as with 37
overseas Exchange Companies located in 13 countries. National Bank Limited was the first domestic
bank to establish agency arrangements with the world famous Western Union in order to facilitate quick
and safe remittance of the valuable foreign exchanges earned by the expatriate Bangladeshi nationals.
This has meant that the expatriates can remit their hard-earned money to the country with much ease,
confidence, safety and speed.
National Bank Limited was also the first among domestic banks to introduce international Master Card
in Bangladesh. In the meantime, National Bank Limited has also introduced the Visa Card and Power
Card. The Bank has in its use the latest information technology services of SWIFT and REUTERS.
National Bank Limited has been continuing its small credit programmes for disbursement of collateral
free agricultural loans among the poor farmers of Barindra area in Rajshahi district for improving their
livelihood.
National Bank Limited focused on all key areas covering capital adequacy, maintaining good asset
quality, sound management, satisfactory earning and liquidity. As a consequence, it was possible to a
record growth of 175.51 percent with Tk. 8,809.40 million pre tax profit in the year under review over the
preceding year. The net profit after tax and provision stood at Tk. 6,860.34 million which was Tk.
2,070.47 million in the previous year registering a 231.34 percent rise. The total deposits increased to Tk.
102,471.83 million being 33.37 percent increase over the preceding year. Loans and advances stood at
Tk.92,003.56 million in the year under report which was Tk. 65,129.289 million representing 41.26
percent rise over the preceding year. Foreign trade stood at Tk. 144,255.00 million in 2010 compared to
Tk. 115,939.00 million, increased by 24.42 percent compared to that of the previous year. During 2010,
the bank handled inward remittance of Tk. 49,145.30 million, 10.73 percent higher than that of the
previous year. Return on Equity (ROE) registered a 77.84 percent rise over the preceding year.
National Bank Limited , has now acquired strength and expertise to support the banking needs of the
foreign investors National Bank Limited stepped into a new arena of business and opened its Off Shore
Banking Unit at Mohakhali to serve the wage earners and the foreign investors better than before.
Since its inception, the bank was aware of complying with Corporate Social Responsibility. In this
direction, we have remained associated with the development of education, healthcare and have
6 | Page
sponsored sporting and cultural activities. During times of natural disasters like floods, cyclones,
landslides, we have extended our hand to mitigate the sufferings of victims. It established the National
Bank Limited Foundation in 1989 to remain involved with social welfare activities. The foundation runs
the National Bank Limited Public School & College at Moghbazar where present enrolment is 1140.
Besides awarding scholarship to the meritorious children of the employees, the bank has also extended
financial support for their education. It also provided financial assistance to the Asiatic Society of
Bangladesh at the time of their publication of Banglapedia and observance of 400 years of Dhaka City.
The Transparency and accountability of a financial institution are reflected in its Annual Report
containing its Balance Sheet and Profit & Loss Account. In recognition of this, National Bank Limited
was awarded Crest in 1999 and 2000, and Certificate of Appreciation in 2001 by the Institute of Chartered
Accountants of Bangladesh.
The bank has a strong team of highly qualified and experienced professionals, together with an efficient
Board of Directors who play a vital role in formulating and implementing policies.
7 | Page
Operating Body
National Bank Limited is governed by a Board of Directors consisting of 11(eleven) members. The
corporate head quarter of the bank is located at Motijheel, Dhaka, Bangladesh, and the main
commercial center of the capital.
Vision of the Bank

Efforts for expansion of our activities at home and abroad by adding new dimensions to our
banking services are being continued unabated. Alongside, we are also putting highest priority in
ensuring transparency, account ability, improved clientele service as well as to our commitment
to serve the society through which we want to get closer and closer to the people of all strata.
Winning an everlasting seat in the hearts of the people as a caring companion in uplifting the
national economic standard through continuous up gradation and diversification of our clientele
services in line with national and international requirements is the desired goal we want to reach
Mission of the Bank

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 are our cherished vision.
Main Objectives
The main objectives of the bank are to provide all types of banking services to the doorsteps of
people. The bank participates in various socio-economic activities and also takes part in
implementation of various policies and program made by the government.
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Organaization organogram of NBL
9 | Page
Corporate Governance
A sound corporate governance practice has consistently been followed in carrying out the operation of
National Bank Limited . The bank management is smoothly running the day-to-day activities of the bank
within the policy guidelines of the BOD and in accordance with the legal & regulatory framework of
different regulatory bodies of the country. The different aspects of corporate governance are given below:
Board of Directors& Committees

The board of Directors mainly deal with formulation of business policies, service regulations,
procurement policies, approval of large credit proposals, reschedule of loan, reemission of interest,
approval of the long term plan, annual budget and audited accounts of the bank. Audit committee reviews
the internal & external audit, financial reporting, corporate affairs and compliance matter. The Board
within the powers conferred upon them by the articles determines its functions and responsibilities. The
Board retains full and effective control over the bank, determines the strategies and objectives of the bank
and sets the principles for sound business practice.
Legal & regulatory compliance

National Bank Limited has been carrying out its activities in compliance with the legal and regulatory
requirement of Bangladesh Bank, Securities and Exchange Commission (SEC). The bank also ensures
compliance of Bank Company Act, 1991, Companies Act, 1994, Income Tax Ordinance, 1984, Negotiable
Instrument Act, 1881, other related laws, regulations and reporting requirements.
Disclosure & transparency

National Bank Limited follows a transparent policy in the decision making process and discloses all
material facts in the annual report and in the audited Balance Sheet, Profit and Loss Account and notes to
the financial statement. Besides, periodical reporting disclosures are made as per requirement of different
agencies
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Risk management
National Bank Limited follows standard practice in dealing with credit risk, operational risk, market
risk, etc. within the approved policies of the BOD and in accordance with the guidelines with the
guidelines of Bangladesh Bank.
Reviews of activities
The Board of Directors consistently monitors and reviews the implementation of policies and
overall performance of the bank along with the performance of overseas outlets of the bank
Functions of NBL
As a leading commercial bank there are many functions and activities of National Bank
Limited . The most basic functions of National Bank Limited can be briefly highlighted in
following explanation.
General Banking
Personal Banking
Agri Banking
Micro Credit
International Banking
Industrial Financing
Deposit & Credit Schemes
SME Banking
Foreign Currency A/C
Investment Bond
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General Banking Department

General Banking is formed with some sections such as:
Cash
Clearing
International Banking
These sections are dedicated to ensure fast and efficient service to the clients. General Banking
function is to ensure an efficient customer service system to nurture co-ordination among various
functional areas of the bank to structure guidelines in the light of the regulatory bodies
instructions especially those related to core risk management in National Bank Limited and to
ensure compliance of the legal obligations in executing banking business. GB department
provides everyday services to the customers; so it has to perform the core functions of a Bank. It
is kind of the rerouting point for all kinds of transaction of foreign exchange department and
credit department and itself. National Bank Limited gives more or less the same facilities to
their customer in this section like any other banks.
Foreign Exchange Department

Letter of Credit
Revocable L/C
Irrevocable, unconfirmed credit
Irrevocable, confirmed credit
Foreign Remittance
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SWIFT
National Bank Limited is a member of SWIFT (Society for Worldwide Inter-bank Financial
Telecommunication). SWIFT is a member owned co-operative, which provides a fast and
accurate communication network for financial transactions like Letters of Credit, Fund transfer
etc. By becoming a member of SWIFT, the bank has opened up possibilities for uninterrupted
connectivity with over 5,700 user institutions in 150 countries around the world.
Credit Department
Credit department is one of the most important parts in National Bank Limited as it involves a great
amount of risk and vastly connected with the outside world. By investing the fund to maximize the wealth
of the country, National Bank Limited adds value to its own. In addition, the main job of credit
department of National Bank Limited is to sanction, disburse and monitor any sanctioned loan and
advances. Credit department of every branch performs a lending risk analysis; both qualitative and
quantitative is used in this method. In this analysis, branch authority can able to know about the risk level
of any client. The different risk like business risk, supply risk, company risk and companys position risk,
legal risk can be measured through LRA. Credits in charge have good negotiation skills as well as have
cross selling ability which is very much beneficial to the bank. Some credit programs are given below:
Industrial Credit
Foreign Trade Finance
Trade and working Capital Loans
Agricultural Credit
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Offshore Banking Department

Offshore banking department is not actually a part of branch office; rather it is an independent section that
reports directly to the head office under the supervision of the branch manager. National Bank Limited
offers the following range of Offshore Banking services: Foreign Currency Deposits (Non Resident entities and NRBs),
Loans in Foreign Currencies,
Credit Facilities including Trade Financing,
Negotiation / Purchase of Export bill,
Discounting of Export Bills.
Corporate Treasury Services etc.
Porters Five Forces Analysis

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Figure : Porters Five Forces Model
Threat of new entrants

The sector offers a considerable barrier to new entrants due to the high capital required to establish a
new bank. As banking is professional services type required high creditability, strong brand presence
is the key obstacle for newcomers. Strict government regulation also plays an important role at this
issue. Since the government sets very high requirements to establish a bank not everyone would be
able to enter in this industry. So the risk of new entrants is low
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Bargaining power of buyers

Buyer concentration to firm concentration ratio: Bank industry is a high buyer concentration industry,
many people use bank service, such as deposit money, mortgage, loan, investment, insurance and
currency exchange. Many large bank exist in the country, such as Standard Chartered, Citibank N A
and HSBC including 28 local banks. Buyer now can easily get information; customer can easily
obtain information through Internet, they can easily compare the price and service. The switching
cost of this action is low. Many substitute product or service present in recent year, such as currency
exchange, insurance and loan. They mainly provided by other financial institution. Considering the
issues mentioned above we can draw conclusion by claiming that customers have a high bargaining
power.
Bargaining power of suppliers

Products and services suppliers like capital suppliers are usually many and do not have strong
bargain power. Nonetheless, as financial and banking industry requires specialized knowledge and
skills, high potential employees or talented staffs, banks tend to manage the issues by syndicating
among within the industry. Depositor also is capital supplier of bank, they will compare with other
financial product to see whether draw out capital or not. Computer equipment supplier: The
concentration ratio of computer is high, many companies use IBM, but it doesnt mean other
computer companies are not good, such as Sun Microsystems, Fujitsu and Hewlett-Pack also provide
similar computer equipment and solution. Credit Card supplier: Credit Card industry is a high
concentration ratio industry, VISA, Master Card and American Express is the most popular credit
card in the world. Although other organizations also release credit card system, such as Omnibus,
their market share in the world is much less than these three organizations. Moreover, these three
organizations brand name is louder than other organizations, so the switching cost from these
organizations to others may be too large. But almost all the banks have their own cards to provide
service. Having the factors in mind the bargaining power of suppliers is low in this industry.
Threats of substitute product

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Internet makes many organizations can use smaller amount of money relatively to provide similar even
same service, and the service charge become smaller. Customer will due to convenience, low cost and
high efficiency to change the service to other organization. Real-time money transfer (i.e. Western
Union), real-time payment (i.e. PayPal), currency exchange (i.e. Xe.com) and insurance, they through
Internet to provide a high quality but low service charge service. Considering the facts mentioned it
would be justified to say that there is a moderate threat of substitute.
Rivalry within the industry

There are many banks in the country, As of today there are 4 nationalized, 28 local 12 foreign
and 5 developmental banks currently operating in the country. Moreover; Due to technology
becomes improve; financial control become relaxed and the change of environment in the
society, competition between banks become violent and the maturity of financial market in the
country is very high. Banks have fight continuously to make profit, so the rivalry in the industry
is also very high
PEST Analysis
Political
Though banks are not involved in the politics but the government controls the banks through
Bangladesh Bank. As the government changes the policies also change with it. Governments
recent decision to give permission to eshtablish new banks will have a great impact on the
industry.
Economical
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Monetary policy is also an important economic factor regarding the issue. As Bangladesh Bank
was flexible in this issue and allowed banks to slightly devaluate taka to get export
competitiveness was understandable. But it needs to be handled with more care as the
undervaluation process has been going out of control recently.
Social
As with the process of development Bangladesh is also moving forward. Now the usage of credit
has increased significantly. Banks are earning more and more revenue each year. On the contrary
the amount of deposit account is slowing down. People are not being able to save money as the
cost of living is increasing rapidly.
Technological
E-Banking is the trend in recent year; they provide similar or same service through internet. ATM
booth has become more popular than ever. These technological advantages have helped
significantly to develop the quality of the services of the banks. But due to the lack of power
supply from the grid the service quality is getting difficult to maintain.
SWOT Analysis of National Bank Limited

Strengths of National Bank Ltd.
A well-established bank having long experience over 30 years
the Bank has drawn arrangement with 415 correspondents in 75 countries of the world as well
as with 32 overseas Exchange Companies
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Nationwide network of 167 branches.

first domestic bank to establish agency arrangement with the world famous Western Union
Work force strength nearly 2239, which include 1689 officers and executives and 550 staff..
Has strong customer base and customer support.
Weaknesses of National Bank Ltd.
High percentage of non-performing assets.
Greater involvement of Industrial Credit & Rural Credit.
Low performance of commercial import and export business
Customers services is not up to the satisfactory level .
Opportunities of National Bank Ltd.
Improve customer services through adoption of modern technology
Increase business through innovation/launching new product
Expansion of business by using wide network of branches
Increase investment in commercial lending and money market operation
Expansion of dealing in foreign exchange business
Increase remittance business
Ensure proper investment of surplus fund
Major scope of expanding rural banking.
Threats of Natioanl Bank Ltd.

Highly competitive environment
Loan default culture
Small amount of interest income from some sector
Under interference of internal and external quarters
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Turn over a new recruits

Low level of earnings
.
Project Part
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Introduction
The importance of financial intermediaries in the development of the overall economy of a
country cannot be described in short. From the inception of the civilization, banking sector
dominates the economic development of a country by mobilizing the savings of general people
and channeling those savings toward investment and economic development and growth. In our
growing economy there are already a huge number of banks that are currently present in
Bangladesh, and providing more or less similar set of services, but the only thing that
differentiates these banks is how these banks do operate.. National Bank Limited is one of the
most promising baking institutions which are currently operating in Bangladesh. It is a
progressive commercial bank in Private sector and it creates new opportunities for its clients. It
contributes towards formation of national capital, growth of savings and investment in trade,
commerce and industrial sector. In order to stay competitive in the banking industry it is essential
for any company to operate efficiently. National Bank Limited needs to stay focus and prioritize
their customer needs and meet the expected demands of their current customers and future
potential customers.
Objective of the study

The objective of this study was to expose to the organizational work situation and the report
would be an end result of such organizational involvement. The primary objective of this report
was to induce an overall view on the efficiency level in general banking operations of National
Bank Ltd. The secondary objectives of this study would be the followings:
1.
To get acquainted with different operational view of the bank.
2.
To be familiarized with the products & services those are offered to the clients.
3.
To know about the contribution at national development.
4.
To identify the problems and weakness of the services provided by National Bank Ltd.
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5. To suggest necessary initiatives to make improvement with the service quality of National
Bank Ltd.
6.
To apply theoretical knowledge with practical situation.
7.
To familiar with Banking environment, clients, working hours, values, conditions

And other things related to Bank.
8.
To determine the factors that influences the choice of a Bank by the customers.
9.
To identify the problems faced by the customers and the Bankers.
10. To examine the profitability and productivity of the Bank.
Significance of the study

Bank is very aged institution that is contributing toward the development of any economy and is
delighted as a major service industry in the modern world. As being one of the underdeveloped
countries; the economy of our country has a lot left to be explored along with a lot of scope for
considerable improvement. This sector could be very handful to develop our socio-economic
condition to the next level. As an intermediary, a bank has the ability to mobilize the excess fund
from surplus sectors to those sectors which have the need for finance in order to promote sound
development of the economy. To do so banks obviously need funding; which they get from their
clients. Bank gets a significant portion of its funds from different types of accounts like savings
accounts, currents accounts, STD accounts, different kinds of deposit schemes, FDR accounts
etc. Nowadays,there are numerous banks providing similar set of services and the banks which
are efficient in its operation,becomes the ultimate choice for the clients. It is hence, very
important for the banks to keep their efficiency level in order to ensure the flow of funds from
both ends. Keeping the above mentioned factors in mind I have chosen Efficiency of National
Bank Ltd in its general banking operations. because I believe that this is one of the most
significant subject matter for any bank.
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Hypothesis
From the beginning to end of my research work on Efficiency of National Bank Ltd in its general
banking operations, I will test my hypothesis through various correlated findings and judgments. My
hypothesis will be
Hypothesis (H): National Bank Ltd is Not efficient in its general banking operations.
Hypothesis (H1): National Bank Ltd is efficient in its general banking operations.
Research Methodology
Data collection method:
Data will be collected using the personal-contact as well as telephonic interview.
There will be a structured questionnaire to survey the customers and the questions will not be
open ended questions. All the questions will be answered through using a 1 to 5 scale (5 =
highly agree, 4 = moderately agree, 3 = agree, 2 = moderately disagree, 1 =highly disagree)
because open ended questions takes long time to answer and valuable customers may not
give me sufficient time to give those answers. These may hamper my research work. I will
try to make such questionnaire those will be enough for my research work in a time saving
way.
Survey instrument:
In the study, the researcher will use a questionnaire to collect the data from the sample.
Structured questionnaire will be used in this research. Here the variables will be divided
into two categories:
Independent variable:
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1. Motivational factors (Profit distribution,Goodwill)

2. Banking service (DD, TT, Pay Order, ATM)
3. Convenience (Wide range, Remote transaction availability, Remittance Network)
4. Workers productivity and Banks profitability..
5. Offered interest rate for loan and deposit.
6. Innovation in offering product and service.
7. Reputation and image of the Bank.
8. up to date facilities.
9. Knowledge of the employee.
10. Accessibility of the bank
Dependent variable: Efficiency of general banking operations of National Bank Ltd.
Data Collection
The study will be conducted on the basis of both the primary and secondary sources of
information.
Primary data:
Primary data will be collected through questionnaire from the customers of National Bank
Bangladesh Limited. Information will be gathered through discussion with the employees of
the bank as well.
Secondary data:
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Secondary source is collection of data from sources that were used for other study. The
secondary data will be collected from:
Annual Report of National Bank Bangladesh Limited.
Website of the bank www.nblbd.com
Newspaper and magazine.
Different article on banking sector of Bangladesh
Data analysis procedure:
The report will be analyzed using statistical software SPSS and Microsoft excel. Then the
data will be interpreted using the techniques such as:
ANOVA, Correlation, Regression, of dependent and independent variables etc.
Limitations of the Study

This study could have been improved but it was hindered by the following situations:
Limitation of time was one of the most important factors that shortened the present
study. Due to time limitation many aspects could not discussed in the present study.
Confidentiality of data was another important barrier that was faced during the conduct
of this study. Every organization has their own secrecy that is not revealed to others. While
25 | P a g e
collecting data on National National Bank Limited , personnel did not disclose enough
information for the sake of confidentiality of the organization.
Rush hours and business was another reason that acts as an obstacle while gathering
data. It was really difficult to communicate with the customers due to the rush hours and
employees really could not help in the data collection because of customer handling pressure.
The findings of the report are based on only Foreign Exchange branch of National Bank
Limited . The results may not reflect the same for other branches of National Bank Limited
Lack of experience in the banking sector has been another main constraint of this scope of
study. It was not within the researchers ability to fully understand and realize all the operations
of the bank and many of the strategies taken by the bank were often obscure to me.
Lack of theoretical knowledge regarding statistical works prevented the researcher from further
analysis and come up with more accurate conclusion.
At the time of conducting the survey, most of the clients were unable to understand the
questionnaire because all the questionnaires were in English. The researcher asked the
questions in Bangla and they just answered.
Result Analysis
This section will show the findings of the research survey.
Frequency Analysis
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General Information
This section of analysis will analyze how the respondents have answered to each question. This will help
in better understand the reaction of the respondents.
a)Gender:
Valid
Frequency
Percent
Cumulative Percent
Male
79
66%
66%
Female
41
34%
100%
Total
120
100%
Female; 34%
Male; 66%
Fig: Gender
Among 100 respondents of the survey 66 respondents were male and 34 respondents were female.
Converting into percentage from the graph it can be clearly seen that 66% respondents are male and 34%
are female. So male customers come more to National Bank Limited than female customers. This may
be because this particular branch is locaetd at Motijhil,which is a commercial area,
b)Age:
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Valid
Frequency
Percent
Cumulative Percent
18-25
15
12.5%
12.5%
26-35
24
20%
32.5%
36-45
36
30%
62.5%
46-55
24
20%
82.5%
55+
21
17.5%
100%
Total
120
100%
Age
18-25
26-35
36-45
46-55
55+
Fig: Age
As the drawn pie chart above show that in case of age, maximum number of my respondent is
from 36 to 45 age range which covers the most 30% of my pie chart. Age range of 18 to 25
years was in minimum contribution to the pie chart, they covered only 12.5%. So,it can be said
from here,that working class people are more interested in depositing money in this particular
branch .
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C)Duration of Involvement with Bank:

Frequency
Percent
Cumulative Percent
<1 year
7.5%
7.5%
1-5 years
38
31.7%
39.2%
6-10 years
45
37.5%
76.7%
10-15 years
22
18.3%
95%
>15 years
5%
100%
Total
120
100%
Valid
31.70%
37.50%
18.30%
7.50%
<1 year
5.00%
1-5 years
6-10 years 10-15 years >15 years
Fig: Duration of Customer

In response of this issue among 120 respondents 7.50% people select they are engaged with bank for less
than 1 year, 31.70% people are engaged for 1-5 years, 37.50% people for 6-10 years, 18.30%people for
10-15 years and 5% people for more than 15 years.
So maximum respondents are related to this bank for 6-10 years. It can be easily assume that they are bit
more brand loyal and conservative one.
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d)Education Level of Respondents:

Frequency
Percent
Cumulative Percent
Post Graduate
7.5%
7.5%
Graduate
10
8.3%
15.8%
Below High School
30
25%
40.8%
SSC
32
26.7%
67.5%
HSC
39
32.5%
100%
Total
120
100%
Valid
32.50%
25.00%
H
SC
H
ig
h
Sc
ho
ol
8.30%
Be
lo
w
Po
st
G
ra
du
at
e
7.50%
26.70%
Fig: Education Level

From the survey of 120 respondents about their education level 7.50% respondents are post graduate,
8.30% are graduate level pass, 25% respondents are below high school 26.70% are SSC pass and 32.50%
respondents are HSC pass.
Here in this graph it can be seen that highest number of depositors of National Bank Limited is only
HSC pass. So it can be said that not that much higher educated people are reserving their money in
National Bank Limited . Maximum number of depositors is medium educated.
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e)Occupation of Respondents:
Valid
Frequency
Percent
Cumulative Percent
Public sector
17
14.2%
14.%
Private sector
50
41.7%
56%
Self employed
36
36%
86%
Student
5%
91%
Housewife
11
9.2%
100.0%
Total
120
100.%
41.70%
36.00%
14.20%
9.20%
H
ou
se
wi
fe
St
ud
en
t
pl
oy
ed
Se
lf
em
se
ct
or
Pr
iv
at
e
Pu
bl
ic
se
ct
or
5.00%
Fig: Occupation
In another questionnaire of the survey the researcher was willing to know about the occupation of 120
respondents. Among them 14.20% people are working in public sector, 41.70% people are in private
sector, 36% people are self-employed, 5% are student and 9% are house wife.
Here it is observed that all about different occupational depositors are available in National Bank
Limited . Maximum numbers of depositors are working in private sectors and second position is for house
wife and third position for self-employed person. The noticeable matter is house wife are more reluctant
31 | P a g e
to deposit money in National Bank Limited . As this branch is situated in a commercial area,the people
who have businesses and offices around the branch are more interested in depositing money here
1.Motivation
a) Confidence in bank management of National Bank Bangladesh Limited:
Valid
Cumulative Percent
highly disagree
1.7%
1.7%
disagree
11
9.2%
10.8%
neutral
29
24.2%
35%
agree
48
40%
75%
highly agree
30
25%
100%
Total
120
100%
24.20%
25.00%
ag
re
e
hi
gh
ly
ag
re
e
9.20%
ne
ut
ra
l
1.70%
di
sa
gr
ee
hi
gh
ly
32 | P a g e
Percent
40.00%
di
sa
gr
ee
40.00%
35.00%
30.00%
25.00%
20.00%
15.00%
10.00%
5.00%
0.00%
Frequency
Fig: Confidence in bank management
According to the survey of 120 respondents only 1.7% respondents highly disagree, 9.20% respondents
disagree, 24.20% remain neutral, 40% people just agree and 25% people highly agree about the
confidence of them on National Bank Limited .
Here from the response it can be seen a pick in the curve under agree portion. So it can be said maximum
people have confidence on National Bank Limited .They have confidence in this bank, since it is the
first commercial bank in the private sector,so they assume that this bank has vast experience in banking
sector.
b) Prefer National Bank Limited because society has positive attitude towards it:
Valid
33 | P a g e
Frequency
Percent
Cumulative Percent
highly disagree
.8%
.8%
disagree
5%
5.8%
neutral
26
21.7%
27.5%
agree
44
36.7%
64.2%
highly agree
43
35.8%
100.%
Total
120
100.0
highly agree
36%
agree
37%
neutral
disagree
22%
5%
highly disagree 1%
0.00%
10.00%
20.00%
30.00%
40.00%
Fig: . Social Positive attitude towards the bank
In this issue, among 120 respondents just .8% respondents said highly disagree, 5% said just disagree,
21.70%, remain in neutral position, 36.70% respondents said agree and 35.80% said highly agree.
So in term of society attitude and motivation here in graph it can be seen maximum respondents said
agree and highly agree. So here a positive view is visible about the bank. All about the bank position in a
respective stage in the society is showing here. They feel that the bank is contributing to the society. The
bank affect peoples well being in many ways for example, through employment and the services that they
provide.
c) Feel secured with deposit at National Bank Bangladesh Ltd. For its mature
market position:
34 | P a g e
Frequency
Valid
Percent
Cumulative Percent
highly disagree
1.7%
1.7%
Disagree
4.2%
5.9%
Neutral
22
18.3%
24.2%
Agree
30
25%
49.2%
highly agree
61
50.8%
100.%
100
100.0
Total
60.00%
50.00%
50.80%
40.00%
30.00%
20.00%
10.00%
1.70%
4.20%
0.00%
highly disagree
disagree
Fig:
18.30%
neutral
25.00%
agree
highly agree
Mature market position of the bank
In another similar sort of issue about the mature market position behind the reason for choosing National
Bank Limited Ltd among 120 respondents 1.70% people said highly disagree, 4.20% people just
disagree, 18.30% people remain neutral, 25% people said agree and the highest number of respondents
said highly agree.
So from the graph it can be seen an upward curve in highly agree portion. In consequence, a great positive
outlook over the bank in term of mature market position to the depositors can be found.The reason behind
this confidence is that in the past 30 years it has achieved a strong position in the market and also its
lower default rate is also helping the bank in gaining customers confident.
d) Comfortable with profit distribution policy of National Bank Ltd.:
35 | P a g e
Percent
Cumulative Percent
highly disagree
10
8.3%
8.3%
disagree
26
21.7%
30%
neutral
44
36.7%
66.7%
agree
23
19.2%
85.8%
highly agree
17
14.2%
100%
Total
120
100%
21.70%
36.70%
14.20%
hi
gh
ly
ag
re
e
19.20%
ag
re
e
di
sa
gr
ee
hi
gh
ly
di
sa
gr
ee
8.30%
ne
ut
ra
l
Valid
Frequency
Fig: Comfortable with profit distribution policy
Here in response regarding the perception and acceptability of profit distribution policy of National
Bank Limited , among 120 respondents 8 people highly disagree, 21.70% people only disagree, 36.70%
people remain neutral, 19.20% people just agree and 14.20% people highly agree.
So that it can be seen from the graph that maximum number of respondents remains neutral regarding
this,as they were confused
2.Bank Services
a) Banking service quality:
36 | P a g e
Valid
Frequency
Percent
Cumulative Percent
Low quality
17
14.2%
14.2%
Not good quality
44
36.7%
50.8%
Neutral
31
25.8%
76.7%
Good quality
15
12.5%
89.2%
High quality
13
10.8%
100%
Total
120
100%
0.00%
High quality
Good quality
10.00%
20.00%
40.00%
10.80%
12.50%
25.80%
Neutral
36.70%
Not good quality

Low quality
30.00%
14.20%
Fig: Banking Service Quality
In this subject among 120 respondents of the survey 10.80% respondents choose high quality , 12,50%
said good quality, 25.80% said neutral, 36.70% said not good quality and 14.20% respondents said low
quality.
So here in the concern of banking service of National Bank Limited Ltd maximum people choose not
good quality. This suggest that there is a gap exist between customer expectation and perception of
service quality. This doesnt necessarily mean that the Bank is providing poor service but they just need to
enhance the level of their service compared to others that are serving in the same industry.
37 | P a g e
b) Branch environment:
Valid
Frequency
Percent
Cumulative Percent
Low quality
21
17.5%
17.5%
Not good quality
52
43.3%
60.8%
Neutral
19
15.8%
76.6%
Good quality
19
15.8%
92.6%
High quality
7.5%
100%
Total
120
100%
7%
18%
16%
Low quality
Not good quality
Neutral
Good quality
16%
High quality
43%
38 | P a g e
Fig: Branch environment

According to the survey among 120 respondents 17.50% respondents choose Low quality, 43.30% said
not good quality, 15.70% said neutral, 15.8% good quality and 7.40% respondents said high quality.
So here in the concern of branch environment of National Bank Limited Ltd maximum people choose
not good quality. Most of the customers says the branch environment is low compared to other emerging
banks. They come to this bank because the location is convenient. If the bank concentrate more on branch
environment, they could attract more customers.
c) ATM service quality:
Valid
39 | P a g e
Frequency
Percent
Cumulative Percent
Low quality
30
25%
25%
Not good quality
32
26.7%
51.7%
Neutral
27
22.5%
74.2%
Good quality
27
22.5%
96.7%
High quality
3.3%
100%
26.70%
25.00%
22.50%
22.50%
qu
al
ity
H
ig
h
G
oo
d
qu
al
ity
eu
tr
al
qu
al
ity
ot
go
od
N
Lo
w
qu
al
ity
3.30%
Fig:ATM service quality

According to the survey among 120 respondents 25% respondents choose Low quality, 26.70% said not
good quality, 22.50% said neutral, 22.50% good quality and 3.30% respondents said high quality.
So here in the issue of ATM service quality of National Bank Limited Ltd maximum people choose not
good quality. The customers feel that,their should be more number of ATM booth.
d) Employees cooperation:
Valid
40 | P a g e
Frequency
Percent
Cumulative Percent
Low quality
7.5%
7.5%
Not good quality
21
17.5%
25%
Neutral
17
14.2%
39.2%
Good quality
37
30.8%
70%
High quality
36
30%
100%
Total
120
100%
High quality
30.00%
Good quality
30.80%
Neutral
14.20%
Not good quality

Low quality
17.50%
7.50%
Fig: Employee cooperation

According to the survey among 120 respondents 7.50%respondents choose Low quality, 17.50% said not
good quality, 14.20% said neutral, 30.80% good quality and 30 respondents said high quality.
So here in the subject of employee cooperation of National Bank Limited Ltd maximum people choose
high quality. They said, employees are more willing to co-operate with the customers. Most customers
leave banks not because of terrible service or a horrible experience. They find new bank because
employees do not seem to care. Customers wants to be welcomed and appreciated
e) Online service quality:
Valid
41 | P a g e
Frequency
Percent
Cumulative Percent
Low quality
23
19.2%
19.2%
Not good quality
37
30.8%
50%
Neutral
26
21.7%
71.7%
Good quality
19
15.8%
87.5%
High quality
15
12.5%
100%
Total
120
100%
30.80%
19.20%
21.70%
qu
al
ity
12.50%
H
ig
h
G
oo
d
qu
al
ity
eu
tr
al
N
qu
al
ity
ot
go
od
N
Lo
w
qu
al
ity
15.80%
Fig: Online service quality

According to the survey among 120 respondents 19.20% respondents choose Low quality , 30.80% said
not good quality, 21.70% said neutral, 15.80% good quality and 12.50% respondents said high quality.
So again in the matter on online service quality maximum people said not good quality.NBL hasnt yet
established a strong and reliable online service. The customers want more improved online service from
NBL,so that they dont have to come to the bank physically
3. Conveniencea) Customers come to this bank because the bank location is

convenient:
42 | P a g e
Percent
Cumulative Percent
highly disagree
.8%
.8%
disagree
5.8%
6.6%
neutral
23
19.2%
25.8%
agree
49
40.8%
66.7%
highly agree
40
33.3%
100%
Total
120
100%
40.80%
33.30%
19.20%
5.80%
ag
re
e
ag
re
e
hi
gh
ly
hi
gh
ly
ne
ut
ra
l
0.80%
di
sa
gr
ee
45.00%
40.00%
35.00%
30.00%
25.00%
20.00%
15.00%
10.00%
5.00%
0.00%
di
sa
gr
ee
Valid
Frequency
Fig: Preference for location convenience
In this issue among 120 respondents of the survey only .80% respondents said highly disagree ,5.80%
said disagree, 19.20% said neutral,41% said agree and 33 respondents said highly agree.
So here from the responses anyone can easily came to know that location is a great vital factor for
choosing National Bank Bangladesh Ltd. Maximum people agree and highly agree with this issue. They
come to this bank because the location is close to their business residuals.
b) National Bank Limited has easier deposit and withdrawal facilities:
43 | P a g e
Cumulative Percent
highly disagree
1.7%
1.7%
disagree
7.5%
9.2%
neutral
20
16.7%
25.8%
agree
48
40%
65.8%
highly agree
41
34.2%
100%
Total
120
100%
40.00%
34.20%
16.70%
hi
gh
ly
ag
re
e
ag
re
e
hi
gh
ly
7.50%
ne
ut
ra
l
1.70%
di
sa
gr
ee
40.00%
35.00%
30.00%
25.00%
20.00%
15.00%
10.00%
5.00%
0.00%
Percent
di
sa
gr
ee
Valid
Frequency
Fig . Easier deposit and withdrawal facilities
In this matter among 120 respondents of the survey only 1.70% respondents said highly disagree , 7.50%
said disagree, 16.70% said neutral,40% said agree and 34.20% respondents said highly agree.
So here in the question of easier deposit and withdrawal facilities maximum people shows a positive
response. They finds making a transaction in NBL is easier and faster.
c) Customers prefer National Bank Limited for rural remote transaction facilities:
44 | P a g e
Valid
Frequency
Percent
Cumulative Percent
highly disagree
2.5%
2.5%
disagree
11
9.2%
11.7%
neutral
31
25.8%
37.5%
agree
45
37.5%
75%
highly agree
30
25%
100%
Total
120
100%
2%
9%
25%
Highly disagree
Disagree
26%
Neutral
Agree
Highly agree
38%
Fig: Preference for rural remote transaction facilities
In this subject among 120 respondents of the survey only 2.50% respondents said highly disagree , 9.20%
said disagree, 25.80% said neutral, 38% said agree and 25% respondents said highly agree.
So here in the issue of remote transaction facilities of National Bank Limited maximum people agree
with that and shows a higher positive responses.
45 | P a g e
Banks in developing countries often do not service rural areas well. The rapid advancements in
communications technology, particularly that involving mobile communications has enabled NBL to
access service to the remote rural areas.
d) National Bank Limited has simpler process and low service cost:
Valid
46 | P a g e
Frequency
Percent
Cumulative Percent
highly disagree
5%
5%
disagree
7.5%
12.5%
neutral
23
19.2%
31.7%
agree
45
37.5%
69.2%
highly agree
37
30.8%
100%
Total
120
100%
31%
5% 7%
highly disagree
19%
disagree
38%
neutral
agree
highly agree
Fig: Preference for simpler process and low service cost
According to the survey of 120 respondents 5% respondents highly disagree, 8% respondents disagree,
19% remain neutral, 38% people just agree and 31% people highly agree about the perception of
National Bank Limited and its low service cost.
So here in maximum number of respondents show their positive responses about lower service cost of
National Bank Limited . The term service cost covers all charges and fees made by a bank to their
customers. They comes to this bank because they feel the bank charges lower compared to the other banks
that are serving in the same indrusty.
e) Remote transaction cost of National Bank Limited is low:
Valid
47 | P a g e
Frequency
Percent
Cumulative Percent
disagree
7.5%
7.5%
neutral
37
30.8%
38.3%
agree
44
36.7%
75%
highly agree
30
25%
100%
Total
120
100%
0.4
36.70%
0.35
30.80%
0.3
0.25
25.00%
0.2
0.15
0.1
7.50%
0.05
0
disagree
neutral
agree
highly agree
Fig: Preference for low remote transaction cost
In this matter, among 120 respondents, none said highly disagree, 7.50% said disagree, 30.80% said
neutral, 36.70% said agree and 25% respondents said highly agree.
So here in the matter of remote transaction cost of National Bank Limited maximum people agree with
that and shows a higher positive responses. They feel the remote transaction cost is lower compared to the
others that are serving in the same industry.
f) Customers prefer good customer relationship that customers have at National

Bank Limited:
48 | P a g e
Valid
Frequency
Percent
Cumulative Percent
highly disagree
.8%
.8%
disagree
11
9.2%
10%
neutral
20
16.7%
26.7%
agree
58
48.3%
75.%
highly agree
30
25.%
100%
Total
120
100%
48.30%
25.00%
9.20%
16.70%
0.80%
highly disagree disagree
neutral
agree
highly agree
Fig: Preference for good customer relationship
Here among 120 respondents of the survey only .80% respondent said highly disagree , 9.20% said
disagree, 16.70% said neutral, 48.30% said agree and 25% respondents said highly agree.
So here in the subject of good relationship with National Bank Limited maximum people agree with that
and shows a higher positive responses. Good customer relationship must be explicitly managed if they are
to be successful. The customers feel that the bank is customer focused and they know how to value a
customer.
49 | P a g e
4. Efficiency
a) Employees are efficient:
Valid
Frequency
Percent
Cumulative Percent
highly disagree
1.7%
1.7%
disagree
20
16.7%
18.3%
neutral
21
17.5%
35.8%
agree
36
30%
65.8%
highly agree
41
34.2%
100%
Total
120
100.0
40.00%
34.20%
35.00%
30.00%
30.00%
25.00%
20.00%
16.70%
17.50%
disagree
neutral
15.00%
10.00%
5.00%
1.70%
0.00%
highly disagree
agree
highly agree
Fig: Employees productivity
In this issue, among 120 respondents of the survey only 1.7%respondents said highly disagree, 16.7%
said disagree, 17.50% said neutral, 30% said agree and 34% respondents said highly agree.
So here in the issue of reliability the positive response of the respondents are visible in the graph. In
highly agree portion the graph goes up. They feel the employees are able to handle the assigned workload
that means, completing work on time with minimal errors.
50 | P a g e
b) Investment in National Bank Limited is profitable:
Valid
Frequency
Percent
Cumulative Percent
highly disagree
5.8%
5.8%
disagree
10
8.3%
14.2%
neutral
33
27.5%
41.7%
agree
41
34.2%
75.8%
highly agree
29
24.2%
100%
Total
120
100
40.00%
34.20%
35.00%
30.00%
25.00%
27.50%
24.20%
20.00%
15.00%
10.00%
5.80%
5.00%
0.00%
highly disagree
8.30%
disagree
neutral
agree
highly agree
Fig: Investment is profitable.
According to the survey of 120 respondents 5.80% respondents highly disagree, 8.30% respondents
disagree, 27.50% remain neutral, 34.20% people just agree and 24.20% people highly agree about
investment in National Bank Limited is profitable.
So here in maximum number of respondents show their confidence on National Bank Limited .They feel
their investment is safe in NBL. Lower default rate is one of the major reason they invest in NBL.
c)
National Bank offers best interest rate:
51 | P a g e
Valid
Frequency
Percent
Cumulative Percent
highly disagree
.8%
.8%
disagree
14
11.7%
12.5%
neutral
46
38.3%
50.8%
agree
39
32.5%
83.3%
highly agree
20
16.7%
100%
Total
120
100%
38.30%
32.50%
11.70%
16.70%
ag
re
e
hi
gh
ly
ag
re
e
ne
ut
ra
l
di
sa
gr
ee
hi
gh
ly
di
sa
gr
ee
0.80%
Fig:Offers best interest rate
According to the survey of 120 respondents only .8%respondent highly disagree, 11.70% respondents
disagree, 38.30% remain neutral, 32.50% people just agree and 16.70% people highly agree about the
perception of National Bank Limited . So in question of best interest rate people chose to remain in
neutral position. They feel the interest rate provided by NBL is neither better nor worse.
52 | P a g e
d) National Bank Limited offers innovative product and service:
Frequency
Valid
highly disagree
Percent
Cumulative Percent
1.7%
1.7%
disagree
29
24.2%
25.9%
neutral
42
35%
60.8%
agree
29
24.2%
85%
highly agree
18
15%
100%
100
100.0
Total
35.00%
24.20%
24.20%
15.00%
1.70%
highly disagree
disagree
neutral
agree
highly agree
Fig: Offers innovative product and service
Here, among 120 respondents of the survey only 1.7% respondents said highly disagree, 24.20% said
disagree, 35% said neutral, 24.20% said agree and 15% respondents said highly agree.
So here in the question of innovative product and service perception maximum respondents keep them
neutral position. They are currently okay with the product offering but they feel that NBL should apply
more technological innovation that is available in the leading banks like Standard Chartered bank etc.
53 | P a g e
e) The bank has good reputation and better image than its competitors:
Frequency
Valid
Percent
highly disagree
Cumulative Percent
3.3%
3.3%
Disagree
15
12.5%
15.8%
neutral
39
32.5%
48.3%
agree
34
28.3%
76.6.%
highly agree
28
23..3%
100%
100
100.%
Total
35.00%
32.50%
30.00%
28.30%
25.00%
23.30%
20.00%
15.00%
12.50%
10.00%
5.00%
3.30%
0.00%
highly disagree disagree
neutral
agree
highly agree
Fig: Bank has good reputation
In this subject, among 120 respondents of the survey only 3.3% respondents said highly disagree, 12.50%
said disagree, 32.50% said neutral, 28.30% said agree and 23.30% respondents said highly agree.
So here in the issue of bank reputation people show a neutral stand regarding this matter. They feel as the
first private sector bank it has a good reputation but that cant be compared be compared to some leading
banks like Standard Charted, HSBC etc.
54 | P a g e
f) National Bank has up to date facilities:
Valid
Frequency
Percent
Cumulative Percent
disagree
12
10%
10%
neutral
27
22.5%
32.5%
agree
47
39.2%
71.7%
highly agree
34
28.3%
100%
Total
120
100%
highly agree
28%
agree
39%
neutral
disagree
23%
10%
Fig:National bank has up to date facilities
In this topic, among 120 respondents of the survey none of the respondents said highly disagree, 10% said
disagree, 22.50% said neutral, 39.20% said agree and 28.30% respondents said highly agree.
So here in the question maximum people agree with that and shows a higher positive responses. NBL
was the first domestic bank to establish agency arrangement with the world famous Western Union in
order to facilitate quick and safe remittance of the valuable foreign exchanges earned by the expatriate
Bangladeshi nationals. NBL was also the first among domestic banks to introduce international Master
55 | P a g e
Card in Bangladesh. In the meantime, NBL has also introduced the Visa Card and Power Card. The Bank
has in its use the latest information technology services of SWIFT and REUTERS.
g) Employees are skilled:
Valid
Frequency
Percent
Cumulative Percent
highly disagree
3.3%
3.3%
disagree
11
9.2%
12.5%
neutral
27
22.5%
35%
agree
41
34.2%
69.2%
highly agree
37
30.8%
100%
Total
120
100%
3%
9%
31%
highly disagree
23%
disagree
neutral
agree
highly agree
34%
Fig: Employees are skilled
In this topic among 120 respondents of the survey only 3% respondents said highly disagree , 9 %said
disagree, 23% said neutral, 34% said agree and 31% respondents said highly agree.
So here in this matter maximum people agree with that and shows a higher positive responses. They
believe the employees in NBL holds strong analytical and interpersonal skill. They are capable and
trained enough to meet customers expectations
56 | P a g e
h) Banking service are available over telephone:

Frequency
Percent
Cumulative Percent
Low quality
11
9.2%
9.2%
Not good quality
19
15.8%
25%
Neutral
27
22.5%
47.5%
Good quality
30
25%
73.3%
High quality
32
26.7%
100%
Total
120
100
Valid
26.70%
25.00%
22.50%
15.80%
qu
al
ity
H
ig
h
qu
al
ity
G
oo
d
eu
tr
al
N
qu
al
ity
ot
go
od
N
Lo
w
qu
al
ity
9.20%
Fig: Service availability over telephone
According to the survey among 120 respondents 9.20% respondents choose Low quality , 15.80% said
not good quality, 22.50% said neutral, 25% good quality and 26.70% respondents said high quality.NBL
has enabled the customers to perform financial transactions over the telephone without the need to visit
bank.
57 | P a g e
Descriptive Statistics
Descriptive statistics include mean, standard deviation, minimum and maximum of the variables. Here the
basic descriptive statistics are shown for all the subjects and overall for the variables as well.
Table : Descriptive Statistics

Motivation
N
1.Customers have confidence in bank
management of National Bank Bangladesh
Limited
2..Customers prefer National Bank
Bangladesh Limited because Customers
society has positive attitude towards it
3.Customers feel secure with Customers
deposit at National Bank Bangladesh Ltd for
its mature market position
4.Customers are comfortable with profit
distribution policy of National bank ltd.
Valid N (listwise)
120
Rang
e
4.00
Minimu
m
1.00
Maximu
m
5.00
120
4.00
1.00
120
4.00
120
4.00
Mean
3.7750
Std.
Deviation
.98273
Varian
ce
.966
5.00
4.0167
.92567
.857
1.00
5.00
4.1917
.98983
1.00
5.00
3.0917
1.14493
.980
120
Mean values for factors 1, is close to for factor 2,3 and 4, mean values are around 4. People agree with
those factors more. So it can be said that among the motivational factors, people come to National Bank
Limited more because the bank has positive value in the society and also because of its strong established
position in the industry. The bank has vast experience in banking sector as one f the oldest privet sector
bank. The bank is contributing to the societies well being through providing service and employment
opportunity. The bank has a mature market position in the industry

Bank Services
N
1.Banking Service Quality
58 | P a g e
120
Minimum
Maximum
1.00
5.00
Mean
2.6917
Std. Deviation
1.186583
Variance
1.4079
1.311
8
2.Branch environment
120
1.00
5.00
2.5250
1.17368
1.4015
15
3.ATM service quality
120
1.00
5.00
2.5250
1.18791
1.3837
37
4.Employees cooperation
120
1.00
5.00
3.5833
1.28719
1.6804
04
5.Online service quality
120
1.00
5.00
2.7167
1.29110
1.6423
23
Valid N (listwise)
120
Among the bank services, Employees Co-operation was rated highest by the most respondents. The least
mean value belongs to branch environment and ATM service quality. The bank actually lacks in these two
factors and they have enough scope for improvement.
The bank needs to enhance the level of bank service in order to compete well in the industry. They should
also improve the branch environment if they are to attracts new customers. They also need to increase the
number of ATM booths. Amongst all the services employee cooperation was rated highest.NBL is yet to
establish a strong online service.

Convenience
N
1.Customers come to this bank
because the bank location is near
Customers business/residential
120
4.00
Minimu
m
1.00
2.Customers prefer National Bank

Bangladesh Ltd for easier deposit
and withdrawal facilities
120
4.00
1.00
5.00
3.94
1.003227
1.006
465
3.Customers prefer National Bank

Bangladesh Ltd for rural remote
transaction facilities
120
4.00
1.00
5.00
3.75
0.998737
0.997
475
4.Customers choose National Bank

Bangladesh Limited because of its
simpler process and low service cost
120
4.00
1.00
5.00
3.81
1.116407
1.246
364
59 | P a g e
Range
Maximu
m
5.00
Mean
Std.
Deviation
Varianc
e
3.99
0.926545
0.858
485
5.Customers are in favor with remote

transaction cost of National Bank
Bangladesh Ltd
6.Customers prefer good customer
relationship that Customers have at
National Bank Bangladesh Limited
120
3.00
2.00
5.00
3.78
120
4.00
1.00
5.00
3.87
Valid N (listwise)
120
0.916515
0.928287
0.84
0.861
717
Whether the customers come to this bank because of location convenience has the highest mean value 4,
with standard deviation value .92. So it can be said that among the convenience factors, location is the
most powerful factor. Other than this, all other factors have mean value over 3.75..This means most
people are positive regarding convenience factor. Location is a great vital factor for choosing National
Bank Bangladesh Ltd. They come to this bank because the location is close to their business residuals. .
They find making a transaction in NBL is easier and faster. They come to this bank because they feel the
bank charges lower compared to the other banks that are serving in the same industry. They feel the
remote transaction cost is lower compared to the others that are serving in the same industry. The
customers feel that the bank is customer focused and they know how to value a customer.

Effeciency
N
1.Employees are effecient
120
Rang
e
4.00
2.Investment in National Bank Ltd. Is

profitable
120
4.00
1.00
5.00
3.52
0.94793
8
0.898
586
3. .The bank offers the best interest rate

for loan and deposit
120
4.00
1.00
5.00
3.26
1.05044
5
1.103
434
4.The bank offers innovative product and

services
5.The bank has good reputation and
better image than its competitors
120
4.00
1.00
5.00
3.625
0
1.11568
1.245
120
4.00
1.00
5.00
3.7
1.11464
1
1.242
424
6.National Bank has up to date facilities

and equipment
120
3.00
2.00
5.00
3.85
0.94681
8
0.896
465
7.Workers of National Bank Ltd. Are
120
4.00
1.00
5.00
3.81
1.07021
1.145
60 | P a g e
Minimu
m
1.00
Maximu
m
5.00
Mean
Std.
Deviation
Varianc
e
3.77
1.15343
1
1.330
404
354
1.30341
4
1.698
889
skilled
8.Bank services are available over
telephone.
120
Valid N (listwise)
120
4.00
1.00
5.00
3.41
In case of efficiency ,all of the factor have mean value around 3,that means most of the people more or
less positive regarding this factors. They feel the employees are able to handle the assigned workload that
means, completing work on time with minimal errors. They feel their investment is safe in NBL. Lower
default rate is one of the major reason they invest in NBL. They are currently okay with the product
offering but they feel that NBL should apply more technological innovation that are available in the
leading banks like Standard Chartered bank etc. They feel as the first private sector bank it has a good
reputation. The bank is equipped with up to date facilities. employees in NBL holds strong analytical and
interpersonal skill. NBL has enabled the customers to perform financial transactions over the telephone
without the need to visit bank
Combined descriptive statistics of variables:

In the following table, combined descriptive statistics are being provided. This means the averages of the
variables including the responses of all the subjects of each variable. The results are as follows:
Table : Combined Descriptive Statistics

Variable Name
Minimu
Maximu
Mean
Std.
Motivation
120
m
1.00
m
5.00
3.5880
Bank Service
120
1.00
5.00
2.8325
Convenience
120
1.00
5.00
3.8218
.57332
Effeciency
120
1.00
5.00
3.5425
1.082184
Valid N (listwise)
120
61 | P a g e
Deviation
.67367
.
84940
All the variables have the same number of observations with no values missing. The statistics above are
based on the variables of the major hypothesis of the project
Independent Variables:
Motivation: From the 120 responses survey Mean calculated is 3.5880which means most of
the
respondents agree with the selected motivational factors for choosing National Bank Limited Ltd. And
the standard deviation is .67367.Which means degree of variation is low.
Bank Services: From the 120 responses survey Mean calculated is 2.8325 which means most of the
respondents are neutral regarding the banking services provided by
National Bank Limited . And the
standard deviation is .84940.Which means the degree of variation is low.The bank has a lot of scope for
improvement regarding bank services
Convenience: From the 120 responses survey Mean calculated is 3.8218which means most of the
respondents agree that the convenience of National Bank
Limited brings them to this bank. And the
standard deviation is . .57332 which means the degree of variation is low.

Dependent Variables:
Effeciency: From the 120 responses survey Mean calculated is 3.5425which means most of the
respondents perceive National Bank Bangladesh Ltd as a real
1.082184 which means the degree of variation is moderate.
62 | P a g e
National bank. The standard deviation
One Sample t-Test
In the one sample t- test the actual means of all the variables are tested against a mean of 3. The
Hypotheses of the tests are as follows:
H0: = 3 or the mean value of variable is 3.
H1: 3 or the mean value of the variable is not 3.
Null Hypothesis is rejected when p value< 0.05.
Taking this hypothesis, t-test is calculated for all the variables.
Test of mean for motivation
Here, actual mean of the variable Motivation is 3.588. the actual mean is tested against a mean of 3.
Hypothesis of the test is:
H0: = 3 or Population mean value of Motivation is 3.
H1: 3 or Population mean value of the Motivation is not 3.
Table: One-Sample Test

Test Value = 3
95% Confidence Interval of the
Difference
t
Motivation
df
9.561
Sig. (2-tailed)
119
.000
Mean Difference
.58800
Lower
Upper
.4662
From the above table it can be seen that the P value is 0.00, which is less than 0.05. Therefore it
63 | P a g e
.7098
can be concluded that at 95% confidence interval the null hypothesis is rejected and the Motivation mean
value 3 is rejected against the actual mean of 3.588.This can be concluded from that motivation does play
a role in bringing efficiency and motivation is positively related with efficiency. Greater motivation leads
to greater efficiency. The motivation level of NBL is greater than average 3 means the level of motivation
is satisfactory
Test of mean for bank services

Here, actual mean of the Bank Services is 2.8325. The actual mean is tested against a mean of 3.
H0: = 3 or Population mean value of Bank Services is 3.
H1: 3 or Population mean value of Bank Services is not 3.

Test Value = 3
Difference
t
Bank Services
df
6.600
Sig. (2-tailed)
119
Mean Difference
.000
.8325
Lower
Upper
.3582
.6653
From the above table it can be seen that the P value is 0.00, which is less than 0.05. Therefore it can be
concluded that at 95% confidence interval the null hypothesis is rejected and the Bank Services mean
value 3 is rejected against the actual mean of 2.8325.There is strong evidence that Increase in the level of
bank services will bring efficiency in the organization too. Bank services is highly related to efficiency.
Here the mean for efficiency is less than average refers to that the bank service in NBL is not
satisfactory.NBL has more scope to work on bank service.
64 | P a g e
Test of mean for convenience

Here, actual mean of the Convenience is 3.8217. The actual mean is tested against a mean of 3.
H0: = 3 or Population mean value of Convenience is 3.
H1: 3 or Population mean value of Convenience is not 3.

Test Value = 3
Difference
t
Convenience
15.701
Df
Sig. (2-tailed)
119
Mean Difference
.000
.82175
Lower
Upper
.7181
.9254
From the above table it can be seen that the P value is 0.00, which is less than 0.05. Therefore it can be
concluded that at 95% confidence interval the null hypothesis is rejected and the Convenience mean value
3 is rejected against the actual mean of 3.8217.That means convenience has positive effect on efficiency.
The means for convenience indicate that it is satisfactory.
65 | P a g e
Test of mean for Effeciency

Here, actual mean of the Effeciency is 3.5425 . The actual mean is tested against a mean of 3.
H0: = 3 or Population mean value of Effeciency is 3.
H1: 3 or Population mean value of Perception is not 3.

Test Value = 3
Difference
t
Perception
5.885
df
Sig. (2-tailed)
119
.000
Mean Difference
.61755
Lower
.4093
Upper
.8258
From the above table it can be seen that the P value is .000, which is less than 0.05. Therefore it can be
concluded that at 95% confidence interval the null hypothesis is rejected and the Perception mean value 3
is rejected against the actual mean of 3.617555.The mean 3.617555 indicate that efficiency is
positive .The bank is efficient in its general banking segment.
66 | P a g e
Correlation Analysis
This section of analysis will analyze whether the variables are correlated among themselves or not. There
are 3 independent variables and 1 dependent variable.
For the hypothesis tests, hypothesis will be
H0: There is no correlation between the variables.
H1: There is correlation between the variables.
Taking the level of significance alpha, value is assumed 0.01. (=0.01)
Here reject the Null Hypothesis when p-value< 0.01 and accept the alternative hypothesis.
Correlations
Motivation
Motivation
Pearson Correlation
Convenience
BankServices
Effeciency
Pearson Correlation
Effeciency
.945(**)
.986(**)
.000
.000
.000
100
100
100
100
.988(**)
.938(**)
.984(**)
.000
.000
Sig. (2-tailed)
.000
100
100
100
100
.945(**)
.938(**)
.970(**)
Sig. (2-tailed)
.000
.000
100
100
100
100
.986(**)
.984(**)
.970(**)
Sig. (2-tailed)
.000
.000
.000
100
100
100
Pearson Correlation
Pearson Correlation
** Correlation is significant at the 0.01 level (2-tailed).
67 | P a g e
BankServices
.988(**)
Sig. (2-tailed)
N
Convenience
.000
100
1. Motivation and efficiency:

The Pearson Correlation value is .986, this is an average relation among the variables. The relation is
positive. So these two variables are expected to move towards the same direction. To generalize the result
for the whole population, the hypothesis testing was done using 2 tailed significance of correlation, pvalue. Here the p-value = 0.00<0.01. As per the decision rule, Null hypothesis is rejected and alternative
hypothesis is accepted. The conclusion is that Motivation and effeciency are correlated to each other.
2. Motivation and Convenience:

The Pearson Correlation value is .988, is an average relation among the variables.. These two variables
are expected to move towards the same direction. To generalize the result for the whole population, the
hypothesis testing was done using 2 tailed significance of correlation, p- value. Here the p-value =
0.00>0.01. As per the decision rule, Null hypothesis is be rejected. The conclusion is that Motivation and
Convenience are correlated.
3. Motivation and bank services:

The Pearson Correlation value is .945, this is average relation among the variables. The relation is
for the whole population, the hypothesis testing was made using 2 tailed significance of correlation, pvalue. Here the p-value = 0.00> 0.01. As per the decision rule, Null hypothesis can be rejected. The
conclusion is that Motivation and Bank Services are correlated to each other.
4. Efficiency and Convenience

The Pearson Correlation value is .984, this is average correlation among the variables. The relation is
for the whole population, the hypothesis testing was done using 2 tailed significance of correlation, p68 | P a g e
value. Here the p-value = 0.00>0.01. As per the decision rule, Null hypothesis can be rejected. The
conclusion is that Efficiency and Convenience are correlated to each other.
5. Efficiency and bank services

The Pearson Correlation value is .970, this is a average correlation among the variables. The relation is
for the whole population, the hypothesis testing to be done using 2 tailed significance of correlation, pvalue. Here the p-value = 0.00>0.01. As per the decision rule, Null hypothesis can be rejected. The
conclusion is that Efficiency and Bank Services are correlated to each other.
6. Convenience and Bank Services

The Pearson Correlation value is .938, this is a below average relation among the variables. The relation is
for the whole population, the hypothesis testing was done using 2 tailed significance of correlation, pvalue. Here the p-value = 0.00<0.01. As per the decision rule, Null hypothesis is rejected and alternative
hypothesis is accepted. The conclusion is that Convenience and Bank Services are correlated to each
other.
Regression Analysis
For the regression analysis the dependent variable is Effeciency and the independent variables are
Motivation, Convenience, Bank Services.
Equation of the Regression Model:

Y = 0 + 1X1 + 2X2 + 3X3 + I
From the above model:
69 | P a g e
Dependent variable Y= Effeciency of National Bank Ltd.

0= Intercept
I = Error
The independent variables are as follows:
X1 = Motivation
X2 = Convenience
X3 = Bank Services
The hypothesis to be tested for this model is given belowNull Hypothesis, Ho: i= 0
Alternative Hypothesis, H1: i 0
Model Summary
Model
.442a)
R Square
Adjusted R
Square
.196
.160
Std. Error of
the Estimate
.97530
a Predictors: (Constant), Convenience, BankServices, Motivation
Here the R square value is .196. This means that the 19.6%. variation in the dependent variable can be
predicted by the independent variables.
ANOVA
70 | P a g e
For the ANOVA test,

Null Hypothesis, Ho: Model Test is not adequate
Alternative Hypothesis, H1: Model Test is adequate.
Here reject the Null Hypothesis when p-value< 0.05 and accept the alternative hypothesis.
ANOVA(b)
Sum of
Squares
Model
1
Regression
df
Mean Square
26.388
5.278
Residual
108.437
116
.951
Total
134.825
119
Sig.
5.548
.000(a)
a Predictors: (Constant), Convenience, BankServices, Motivation

b Dependent Variable: Efficiency
From the ANOVA table it can be seen that the P value which in this case is the significant value is 0.000
which is less than .05 (.000< .05). Therefore the null hypothesis is rejected which is the model is not
adequate and the alternative hypothesis is accepted which is the model is adequate.
Coefficients(a)
Unstandardized
Coefficients
Model
1
Std. Error
(Constant)
-.277
.805
Motivation
.416
.182
BankServices
-.105
Convenience
.632
a Dependent Variable: Efficiency
The linear equation:
71 | P a g e
Standardized
Coefficients
Sig.
Beta
Std. Error
-.3440
.000
.263
2.285
.000
.114
-.084
-.923
.000
.165
.340
3.817
.000
Effeciency (Y) = -.008+ (.416X Motivation(X1)) + (.632X Convenience (X2)) -(.105 X Bank Services
(X3))
ALL the variables motivation,bank services and convenience have positive coefficient. So if these
variables go towards higher order, the efficiency will also have positive turn.
T-test for coefficients:

After making the linear regression, t- test of the coefficients is to be conducted to test whether the
independent variables actually have any impact on the dependent variable.
For the test hypothesis will be as follows
Null Hypothesis, Ho: i= 0 (Variable Xi is not affecting Y).
Alternative Hypothesis, H1: i0 (Variable Xi is affecting Y).
Here reject the Null Hypothesis when p-value< 0.05 and accept the alternative hypothesis
Motivation: For Motivation, the p value is .000 which is less than .05 that mean the null
hypothesis is rejected which is Ho: i= 0 therefore accepting the alternative hypothesis is
H1: i0. The dependent variable Efficiency is affected by the independent variable
Motivation.
Convenience: For Conveience, the p value is .00 which is less than .05 that mean the null
hypothesis is rejected which is Ho: i= 0 therefore accepting the alternative hypothesis is
H1: i0. The dependent variable efficiency is affected by the independent variable
Convenience.
Bank Services: For Bank Services, the p value is .000 which is less than .05 that mean
the null hypothesis is rejected, which is Ho: i= 0. The dependent variable efficiency is n
affected by the independent variable Bank Services.
72 | P a g e
Major Findings
1. After doing all the statistical analysis, the researcher has summarized it and found that the
the efficiency of National Bank Limited is depended on other independent variables and
those are Motivation,Convenience and Bank Services. Considering the original
hypothesis, which are as follows:
Null Hypothesis, H0 = National Bank Ltd. Is not efficient in its general banking practice.
Alternative Hypothesis, H1 = National Bank Ltd is efficient in its general banking practice
As the research work has proved that efficiency of National Bank Limited is depended on
other independent variables and as the findings from most of the independent variables are
positive, Null hypothesis is rejected and accept the alternative hypothesis H1 = National
Bank is efficient in its general banking practice as true.
2. Customers of the bank are mostly attracted to this bank because they prefer this bank
because of its positive attitude among the societies. Also people find this bank reliable as it
has strong established market in the banking sector.
3. Often customers feel that the National Bank Limited is perfect for their money storage
necessity because they feel secured by the huge size and established image of National
Bank Limited . Since its conception, the bank has experienced immense success in the
industry. Now the bank has grown very large and general people identify this bank as a
reliable place to keep their money. Its large size has earned the belief that the bank will not
default easily. This makes the depositors feel secured.
4. Employees can play a great role in bringing depositors to the bank. If employees can
convince the customers the benefits they will get from the bank, then they can retain those
customers.
5. The ease of reaching to the bank or location convenience also induces customers to the
bank. So how wisely the bank chooses its location has an impact on the depositors. The
bank already has over 167 branches around the country. More branches are going to be
73 | P a g e
opened inside and outside the capital. Availability of the bank branch has made more
depositors come to this bank.
6. Human resource in the banking sector is a powerful weapon. Not all organization can
achieve a great human resource. National Bank Limited already has a large pool of
human resource, which is very loyal to the bank. The employee retention rate is really high
and also their level of commitment is satisfactory.
Recommendations
From the analysis of Banking efficiency against various independent variables, the factors that need
emphasized focus by the bank authority have been identified. The factors that the customers relate as
most important with overall efficiency are the areas where the banking authority must focus to
improve the level of excellence and sustain that level. The most important factors are described
below- Employees should be professional all the time while providing quality & efficient service to
the clients. One of the main reasons in professionalism of employees bring confidence to the
customers. They feel more comfortable to do business with the bank. National Bank Limited . needs
to review its services/products on regular basis and update according to the market demand because it
makes a significant impression on the clients. When National Bank Limited will come with their
innovative product and services then they will be able to enter in to new market segment. Employees
should be trained to improve their performance & put more value on recognizing the clients. If the
employees are trained well enough then they will deliver the services in a quality way that will help to
bring customer satisfaction. There is no designated customer service manager in the foreign exchange
branch of National bank ltd.. Usually the front desk officer acts as the customer service provider.
Though according to the research he is doing a fine job but appointing a full-time customer service
manager would be recommended
Conclusion
At the end it can be conclude with that, efficiency is evident because without efficiency
there is no business. A little inefficiency can send more business away from a company .
74 | P a g e
The constructs investigated in this study all received positive marks by the respondents as
factors that would lead to efficiency. These results lead to suggestions for bank managers
to consider as to how they might improve efficiency in todays competitive banking
environment. This report tries to unravel the level of efficiency with the general banking
department of National Bank limited to exploit the strength and weaknesses. This study
has primarily approached to identify the internal strengths and weaknesses of the general
banking division from different perspectives. Since the results of this study are based on
NBLs consumers perceptions only, future research should investigate the congruence
between consumers and service providers perceptions. This will help the industry to
better understand whether both consumers and banks have the same perceptions
regarding issues relevant to efficiency. While this study found that efficiency alone is not
effective in building customer loyalty, future research may attempt to explore the
unexplored constructs that consumers would value most. For example, are consumers
more concerned about the convenience issue such as location of branches, or the use of
technology? Or are consumers more focused on how bank staff delivers services? Given
the importance of employee competence, future research should also examine the impact
of employees behavior that could affect efficiency. The report has clearly identified the
areas of improvement for the general banking division of National Bank limited. Now,
the more NBL focuses on the improvement of these factors, the better efficiency it can
achieve.
Bibliography
i.
ii.
iii.
National Bank Bangladesh Limited (2012). Annual Report

www.nblbd.com
http://en.wikipedia.org/wiki/National_Bank_(Bangladesh)
75 | P a g e
iv.
Newbold, P.Carlson, W.and Throne,B.Sixth ed.Statistics for business and
v.
vi.
economics.
Gareth R.Jones.9th ed. Theory of Strategic Management.
Robbins,S,P. and Judge,A,T.9TH ED.Organaizational Behaviour.
Appendix
Efficiency
of general banking operations of National Bank Ltd.

Survey Questionnaire
Dear Respondent,
76 | P a g e
I, a student of North South University (NSU), am conducting a survey as a course requirement of

Internship program for BBA. For the purpose, your co-operation is highly needed and appreciated.
However, this information is only for academic purpose and will not be disclosed elsewhere
Section: A (Please tick the correct answer)
1. Gender:
2. Age:
Male
18-25
26-35
3. Education level:
4, Occupation:
Female
36-45
Below High School

Public sector
46-55
56+
SSC
HSC
Private sector
Undergraduate
Self employed
Post graduate
Student
Housewife
5. For how long are you dealing with National Bank Ltd?
Less than 1 year
1-5 Years
6-10 Years
10-15 Years
Above 15 years
Section:B
Please tick the answers on the scale as follows:
5 = highly agree, 4 = moderately agree, 3 = neutral, 2 = moderately disagree, 1 =highly disagree
1. Motivation:
a) ) You have confidence in bank management of National Bank Limited
d) You prefer National Bank Bangladesh Limited because your society has
positive attitude towards it
c) You feel secure with your deposit at National Bank Ltd for its mature market
position
d You are comfortable with profit distribution policy of National Bank Ltd.
Please tick the answers on the quality scale, such as

5=High quality, 4= Good quality, 3=Neutral, 2= Not good quality, 1= Low quality
2. Bank Services
a) Banking Service Quality
b) Branch environment
c) ATM service quality
d) Employees cooperation
e) Online service quality
77 | P a g e
3. Convenience:
54321
a) You come to this bank because the
bank location is near your
business/residential
b) You prefer National Bank Ltd for
easier deposit and withdrawal
facilities.
c) You prefer National Bank Ltd for
rural remote transaction facilities
d) You choose National Bank Limited
because of its simpler process and
low service cost
e) You are in favor with remote
transaction cost of national Bank Ltd
f) You prefer good customer
relationship that you have at National
Bank Bangladesh Ltd.
4. Efficiency
a) Employees are efficient.
b) Investment in National Bank Ltd. Is profitable.

c) The bank offers the best interest rate for deposit and loan
d) The bank offers innovative product and services.
e) The Bank has good reputation and better image than its competitors.
f) National Bank has up to date facilities and equipments
g) Workers of National Bank ltd. Are skilled.
h) Bank services are available over the telephone
Thank you for your cooperation!!
78 | P a g e
79 | P a g e

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Table of Contents

Vision of the Bank

Mission of the Bank

Organaization organogram of NBL

Board of Directors& Committees

Legal & regulatory compliance

Disclosure & transparency

General Banking Department

Foreign Exchange Department

Offshore Banking Department

Porters Five Forces Analysis

Figure : Porters Five Forces Model

Threat of new entrants

Bargaining power of buyers

Bargaining power of suppliers

Threats of substitute product

Rivalry within the industry

SWOT Analysis of National Bank Limited

Nationwide network of 167 branches.

Threats of Natioanl Bank Ltd.

Turn over a new recruits

Objective of the study

To get acquainted with different operational view of the bank.

To know about the contribution at national development.

To apply theoretical knowledge with practical situation.

To familiar with Banking environment, clients, working hours, values, conditions

To identify the problems faced by the customers and the Bankers.

10. To examine the profitability and productivity of the Bank.

Significance of the study

1. Motivational factors (Profit distribution,Goodwill)

Dependent variable: Efficiency of general banking operations of National Bank Ltd.

Annual Report of National Bank Bangladesh Limited.

Website of the bank www.nblbd.com

Newspaper and magazine.

Different article on banking sector of Bangladesh

Data analysis procedure:

ANOVA, Correlation, Regression, of dependent and independent variables etc.

Limitations of the Study

C)Duration of Involvement with Bank:

6-10 years 10-15 years >15 years

Fig: Duration of Customer

d)Education Level of Respondents:

Below High School

Fig: Education Level

Fig: Confidence in bank management

Fig: . Social Positive attitude towards the bank

Mature market position of the bank

d) Comfortable with profit distribution policy of National Bank Ltd.:

Fig: Comfortable with profit distribution policy

Not good quality

Not good quality

Fig: Banking Service Quality

Not good quality

Fig: Branch environment

c) ATM service quality:

Not good quality

Fig:ATM service quality

Not good quality

Not good quality

Fig: Employee cooperation

e) Online service quality:

Not good quality

Fig: Online service quality

3. Conveniencea) Customers come to this bank because the bank location is