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Although IFIC Bank are indeed providing a number of services but they are not taking
steps to solve the specific problems of their customers as they are serving a large number
of customers but they are failing to meet the customer needs in a particular time frame .
Here I would like to find out what are the services IFIC Bank Limited provides. Are all of
the customers completely satisfied based on their services? On this statement, I would
like to explore the Customer Attitude toward the Service provided by IFIC Bank Limited.
Second Stage: Individual customers (Go to the IFIC Bank Limited and have
account or financial relation with this Bank) were selected by systematic random
sampling.
For selecting the size of sample of the households (Customers) I was used the
following formulan = (z pq) / e
= {(1.96) * (.5)} / .5
= (3.4816 * 0.25) / .0025
= 384.16
= 384
1.8 Data collection procedure: Structure questionnaire was used for conducting the
Research of Exploring the Customer Attitude toward the Service Provided by IFIC Bank
Limited.
1.9 Data Sources: There are two sources of Data of my Research. Those are bellow
Primary Data: Primary data are collected from individual customers of IFIC
Bank limited.
Another major limitation of the study was the lack of scope of communication
with customers.
Original data could not be collected in some cases due to confidential reason.
B. Organizational part
2.0 Brief history of IFIC Bank Ltd.
IFIC Bank Ltd.-(International Finance Investment and Commerce Bank Limited) is a
banking company incorporated in the Peoples Republic of Bangladesh with limited
liability. It was establish in 1976 as a joint venture between the Government of
Bangladesh and sponsors in the private sector as a financial investment Company. Its
main objectives is working as a finance company within the country and setting up joint
venture banks/financial institutions abroad. In 1980 IFIC Banks Commercial operation
in Foreign Exchange Business was in a limited scale. At 1982 IFIC Bank got the
permission from government to operate as a commercial Bank. In 1983 it setup its first
overseas joint venture on republic on Maldives. Government held 49 per cent shares and
the rest 51 per cent were held by the sponsors and general public. In 1983 when the
Government allowed banks in the private sector, IFIC was converted into a full-fledged
commercial bank. The Government of the Peoples Republic of Bangladesh now holds
35% of the share capital of the Bank. Leading industrialists of the country having vast
experience in the field of trade and commerce own 34% of the share capital and the rest
is held by the general public. In 1985 - Set up a joint venture Exchange Company. On the
other hand IFIC bank set up it first overseas branch in Pakistan at Karachi in 1987. At
1983 second overseas branch in Pakistan at Lahore and 1994 establish joint venture in
Nepal for banking operation and 1999set up second joint venture. The year 2003 it
celebrated 20th founding anniversary.
2.2Aboard operation
IFIC is the first commercial banks in the private sector to have operations abroad. In
1983, the Bank set up a joint venture bank in Maldives that I known as 'Bank of Maldives
Limited' (BML). It was set up at the request of the Government of the Republic of
Maldives. IFIC Bank managed the affairs of BML from 1983 to 1992. IFIC Bank sold its
shares in 1992 to the Government of the Republic of Maldives and handed over the
Management of BML to Maldives Government.
NIB Bank Ltd., Pakistan:
IFIC Bank had two branches in Pakistan, one in Karachi and the other in Lahore. Karachi
Branch was opened on 26th April 1987, while Lahore Branch was opened on 23rd
December 1993.To meet the Minimum Capital Requirement (MCR) of the State Bank of
Pakistan, the Overseas Branches in Pakistan have been amalgamated with a reputed
leasing company in Pakistan named National Development Leasing Corporation Ltd.
Country
U.S.A
U.S.A
U.S.A
U.S.A
HONG KONG
U.K
U.S.A
U.S.A
U.K.
U.K.
Correspondent
Swift Address
Standard Charted
SCBL US 33
Bank, New York
Mashreq Bank psc.
MSHQ US 33
New York
HSBC Bank USA,
MRMD US 33
New York
American Express
Currency
Bank
US DOLLAR
Ltd.
NewAEIB US 33
York
Mashreq Bank psc.
Hong Kong
Standard Charted
Bank, London
City Bank N.A.,
New York
J.P. Morgan Chase
Bank, London
H.S.B.C. Bank plc,
US DOLLAR
US DOLLAR
MSHQHKHH
US DOLLAR
SCBL GB 2L
US DOLLAR
CITIUS 33
US DOLLAR
US DOLLAR
SCBL GB 2L
MIDL GB22
London
SWITZERLAND UBS AG., Zurich UBSW CH ZH
Bank of TokyoJAPAN
BOTKJPJT
Mitsubishi, Tokyo
Hypovereins Bank
GERMANY
HYVE DE MM
AG, Munich
GERMANY
Commerz
BankCOBADEFF
US DOLLAR
GB POUND
GB POUND
SWISS FRANC
JAPANESE YEN
EURO
EURO
INDIA
AG, Frankfurt
JP Morgan Chase
Bank AG, Frankfurt
HSBC
Bank
Canada, Toronto
Sonali
Bank,
CHAS DE FX
HKBCCATT
EURO
CANADIAN
DOLLAR
BSONINCC
ACU DOLLAR
Kolkata
State Bank of India,SBIN IN BB
ACU DOLLAR
Kolkata
106
Standard CharteredSCBL IN BB
ACU DOLLAR
Bank, Kolkata
CAL
American ExpressAEIB IN DX
ACU DOLLAR
Bank Ltd., Kolkata CAL
Arab
Bangladesh
ABBL IN BB ACU DOLLAR
Bank Ltd., Mumbai
The Hongkong &
Shanghai
Banking
Corporation,
HSBC IN BB
ACU DOLLAR
Mumbai
INDIA
SRILANKA
NEPAL
BHUTAN
PAKISTAN
AUSTRALIA
AUSTRALIA
Phuentosoling
NIB Bank Ltd.,
Chase
Bank, Sydney
HSBC
Bank
Australia
Sydney
NTBC LK LX
Ltd.NPBBNPKA
Kathmandu
Bank of Bhutan,
Karachi
J.P.Morgan
ACU DOLLAR
BHUBBTBT
ACU DOLLAR
NIBPPKKA
ACU DOLLAR
CHAS AU 2X
Ltd.,HKBA AU 2X
AUSTRALIAN
DOLLAR
AUSTRALIAN
DOLLAR
10
11
12
14
15
16
17
b) Board of Directors
Board of Directors of the Bank is a unique combination of both private and Government
sector experience. Currently it consists of 13 Directors. Of them eight represent the
sponsors and general public and four senior officials in the rank and status of Additional
Secretary/Joint Secretary represent the Government. Managing Director is the ex-officio
Director of the Board.
Chairman
Director
Director
Director
Director
Director
Director
Director
Director
Director
Director
Director
Managing Director
18
Executive Level
Sr. Executive Vice President
Executive Vice President
Sr. Vice President
First Vice President
Vice President
Nature of charges
Rate of charges
Current account
Incidental charges
required
limits
of
TK.2000.
Saving account
Closing charges
Incidental charges
200
TK. 150 at half yearly rest, if
balance
come
down
bellow
Collection of cheque
Closing charges
commission
Commission
100
Free
Up to TK 25000
0.15% min. Tk 20
Up to Tk 1 lac
0.15% min. Tk 50
Up to TK 5 lac
Remittance
Over 5 lac
Commission
DD/TT/MT
Charge of DD collection
TK 50
Charges
Up to Tk 1000= TK 10
Collection of DD/TT/ MT
Issuance of PO
Up to TK 1 lac= 25
Up to Tk 5 lac= 50
Collection of PO
Charges
Godown Charge
Rent
Above TK 1000= 40
At actual
Insurance
Actual
Actual
Actual rent for floor space occupied
20
charges
Charge
Small size
Tk1500
Medium size
TK2000
Large size
Tk 2500
TK 1000
General Banking
2)
3)
1) General Banking
General Banking Department is one of the most important departments of banking
activities. We can say that this one is the heart of any bank because all kinds of
transaction are gone through this department. General Banking activities deal with
following section:
Deposit Section
Account Section
Administrative section
21
Dispatch and
Bill section
Account section is that a type of section where each of the individual customers is
firstly needs to meet with this department in order to open their account. Account and
deposit section dales with:
Deposit FDR
Internet
22
23
Current Account
Current account is open by different business person, entity, partnership firm, limited
company, sole proprietorship business, associates etc.
Requirement of current Account:
Name
Address
Present
Permanent
Mandate of writing
Declaration of nominee
Letter of introduction
Specimen signature
24
Trade license
25
Amount
payable Monthly
Amount
Installment
after Maturity
Installment
payable
TK.
500
1000
2000
5000
TK.
20,322
40,645
81,290
2,03225
TK.
500
1000
2000
5000
Maturity
TK.
36,266
72532
145064
362,661
after
1) Eligibility:
PSS A/C can not opened by minor or in the name of the minor
A Person of 18 years old and above having a sound mind can open PSS A/C
PSS A/C Can Transfer from one Branch to another branch of IFIC Bank Limited
2) Nomination
Nomination is mandatory
a. An account holder can nominate one or more person(s) as his/ her
nominees.
b. An account holder can nominate new nominee(s) by canceling the
previous nominees by a written instruction to the Bank. Necessary
formalities are to be observed in such case.
c. An account holder will fix the amount of each nominee by fixing the share
of amount receivable by such nominee(s) in case the number of nominees
is more than one person.
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27
28
a. In case, the account is closed within 1 year, only principle amount will be paid to
the client.
b. In case, the amount is closed after one year but before completion of the term
client will be paid back principal amount along with interest at savings rate/ PSS
rate prevailing on the date of closure of the account, provided the client must
deposit at least 12 installments to qualify under this clause. .
FDR- Fixed Deposit Receipt
Fixed Deposit Receipt Account (FDR) is repayable after the expiring of a determined
period that is fixed by customer. Customer may open his or her account for the period of
three months, six month one year or five years. Interest is varies from time to that is
depends on circular provided by main branch of IFIC Bank ltd. And the interest is given
after the account is mature. If account is not mature than no interest is provided to the
account holder. On the hand interest mount is not added with the principle and where
principle amount remain same.
Sundry Deposit:
This type of account is not directly opened by customer and no application is required to
open. This amount can not be dept or posted under any account holder. Amount is kept
under the head of the sundry deposit account. IFIC Bank Ltd maintains sundry deposit
register to solve these types of problem.
29
Account Close: - Banker can close the account holder, account on the following
circumstances
Insolvency
Bill Section:The main objective of different commercial bank is providing lightly qualitative services
to their client and customer. IFIC Bank, remittance facilities are very popular the word
Remittance means sending of money from one place to another thought post & The
graph IFIC Bank taking responsibility to extant this facility by receiving money from
one branch of bank and making arrangement for payment to another brand within the
country. There are two types of remittance:
Inward
Outward
Demand Draft(DD)
Telegraphic Transfer(TT)
Payment Order(PO)
Mail Transfer(MT)
Pay Deposit(PD)
30
All types of banks or operations in our country under the banking company act 1991.
There are difference types of banks operations in our country.
Those are:
Central Bank
Case Section:
Case section is an important part of general banker the main objective of cash section is
receiving and payment of cash \ money to the customer.
Account Section:
All of the transaction which is done in the banking business during the bank period those
are maintained by account section. This section balancing all of the transaction and they
are responsible for accountability of transaction.
31
Credit card
Online Bank
Debit Card
Saturday Banking
Exchange
Customer Queries
Customer Report
Corporate Remittance
Regulatory Reporting
Banks act as intermediaries between surplus and deficit economy unit by mobilizing
fund from surplus economic unit and developing it to deficit economic unit. The interest
earned on the developed fund is banks main source of economy.
Out of its interest income they pay interest to depositors and meet other expenditures. A
banker has to be very cautions while lending money because he lend dposits money
which does not belong to the banks and which must be returned on demand. The banker
32
Concept of Credit
The term credit may be defined broadly or narrowly, speaking broadly, credit is finance
made available by one party (Lender, Seller, shareholder owner) to another (borrower,
buyer, corporate or non-corporate firm).
More generally, the term credit is used narrowly for only debt finance. Thus defined
credit is simply the opposite of debt. Credit is stock-flow variable. Credit should be
carefully distinguished from money.
Kind of credit:
There is no unique way of classifying credit. It can be and need to be classified in more
than one way specializing in only one aspect or dimension of credit.
Thus we classify credit from five different angles:
Source
End- use
Users
Term and
cost
33
Commercial
Co-operative
Non banks
Non institutional
Money lenders & indigenous Banks
Open Market
Sellers (Trade Credit
Principles of lending
The principle of lending is a collection of certain accepted time tested standards
which ensure the proper use of loan fund a profitable way and its timely recovery.
Different authors describe different principles for sound lending.
IFIC Bank Ltd. follows the following principles in this lending actively:
a) Safety: Safety should get the prior importance in the time of sanctioning the loan.
At time of maturity the borrower may not willing or may unable to pay the loan
34
e) Diversity: Banker minimizes the fort polio risk by putting its fund in the different
fields. If the bank put its entire loan able fund in o0ne sector it will increase the
risk. On the other hand they should distribute its loan able fund in different
sectors. If it faces any problem in any sector it can be recover by the profit of
another sector.
The following things departments are under uttara branch of IFIC bank Ltd.
Consumer credit service
Loan administration
Credit recovery call
35
APPROVAL
SANCETION
PROPOSAL
APPROVAL
SANCETION
36
CC(Cash Credit)
OD (Overdraft lone)
Project loan
Transport loan
37
38
Project Loan:
Mainly project loan are provided by the Bank is to establish the Industries. This one is the
main source of industrial credit. It may provide short or long term loan.
and the period to repay the loan amount within 12-36 months
General House Building loan:
It is a long term loan, which is provided for constructions, expansion and repairs of
Buildings and development, and purchase of the land.
Easy Loan
Needs are not end less if one need fulfill than another need knocking at the door. In that
mind IFIC Bank Provide Easy Loan services to their customer to fulfill their dream. The
39
42
43
Personnel observation
The following things have been observed:
Credit Facilities
The credit section of IFIC Bank Ltd. Uttara Branch provides two kinds of credit
facilities.
1. Funded Credit facilities: These facilities associated with direct fund
involvement. These includes: funded facilities.
Overdraft (OD)
Advance against work order
Advance against DR
Loan against trust receipt(LTR)
Staff loan
House Building Loan
2. Non-funded Facilities
Importer / buyer
44
Negotiating bank:- The bank that negotiates the bill of exporter drawn under the
credit is known as Negotiating a bank. If the advertising bank is also authorized to
negotiate the bill drawn by the exporter, he becomes the Negotiating Bank.
Confirming bank:- If the advising bank adds its own undertaking to honor the
credit while advising the same to the beneficiary he becomes the confirming bank.
Paying / Reimbursing bank:- If the issuing bank dies not maintain any account
with a bank will be negotiating documents under LC than arrangement is made to
reimburse the negotiating bank for the amount is to be paid under from some
other bank with home the issuing bank maintains his account. The letter bank is
known as reimbursing bank .IFIC Bank ltd. Uttara Branch dales with following
functions of foreign exchange department.
1. Import Activities
2. Export activities
3. Foreign Remittance
Import- Import is foreign goods services purchase by consumers, firms & Governments
in Bangladesh.
Import procedure:
Bank Account
45
Membership Certificate
LC application from
46
Do they accept
document
Send back the
documents
Retire the bill through collection of forced and & clear the goods through C & F agent and store the
same under effective control relevant expenses in collection with clearing of goods.
If you agree recover further margin from the opener & retire the documents by creating of lim & clear the goods through
c& f store the same under banks effective control relevant expenses of clearing of goods.
47
Correspondence
Audit Companies
Batch checking
Follow up of sub-Judaic bills and maintaining liaison with head office and foreign
correspondent.
to Back L/C
48
49
51
52
53
The Q-cash card network offers all banking requirements without ever setting foot in
bank! It's more than just an ATM service for quick cash withdrawals or account enquiries.
With the unique Point of Sale (POS) terminals, situated in shops, restaurants and other
service centers around the city, you can use your Q-cash card to pay for goods and
services
by
debiting
or
by
credit
your
account
directly.
Q-cash Q- cash card provides round the clock banking. ATMs operate 24 hours to offer:
Cash Withdrawals
Balance Enquiry
Mini Statement
PIN Change
54
POS terminals operate throughout the day and beyond banking hours to offer:
Debit Transactions
Credit Transactions
Account Information
1. Any person having an account with the respective branch of our bank is eligible
for IFIC Q-cash Card with our prescribed form. The reason behind is the IFIC Qcash Cardholder will have a separate ATM Card Account (centralized), which will
link with normal Bank Account (distributed) e.g. SB, CD, STD etc. of that
cardholder.
If a cardholder of our bank applies for supplementary card (i.e. for his/her wife/husband
or children) then the principal cardholder of our bank must give written permission for
debit/credit authority to our Bank on his/her bank account. This feature is available in our
IFIC Q-cash Card Application Form.
CREDIT FACILITY
A cardholder can apply for credit facility for IFIC Q-cash Card account. For availing any
credit limit, sanction from Credit Division, Head Office will be necessary. This facility
will be implemented very soon.
55
Maximum cash withdrawal in four transactions on the same day = Tk. 20,000/-
Part
A:
General
Information
56
Part
B:
Over
Draft
Limit
(Credit)
Facility
this part contains information related to Financial Status & Payment Instruction of
an applicant for issuing IFIC Q-Cash Card with credit facility (SOD/OD).
57
58
59
Table# 1
About account at IFIC Bank Ltd.
Parameter
Yes
No
Not Response
Total
Frequency
280
60
44
384
Percentage
73
16
11
100%
Graphical Representation
Interpretation
60
Valid
Newspaper
Staff of the Bank
Relatives
Other Banks
Publicity
Others
Total
Frequency
92
60
78
29
52
Percent
26
18
23
9
15
29
340
9
88.5
Graphical Representation
Interpretation
61
Table#3
Reason behind choosing IFIC bank ltd
Parameter
Old Bank
Good facility
Batter service
Nice environment
Known personnel
Reputation
Special Service
Total
Frequency
70
60
50
50
40
40
30
340
Percentage
20
17
15
15
12
12
9
100%
Graphical Representation
Reason behind choosing IFIC Bank
Limited
0%
0%
12%
9%
20%
12%
17%
15%
15%
Old bank
Good facility
Batter service
Nice environment
Known personnel
Reputation
Special service
Interpretation
205% respondent chooses this Bank because of old private commercial bank in
Bangladesh. 205% chooses for good facility.15% respondent thought that IFIC bank
62
Table# 4
Types of financial facility currently use of the customers
at IFIC bank Ltd.
Parameter
Savings A/C
Current deposit
Fixed deposit
CC A/C
Total
Frequency
200
50
50
40
340
Percentage
58
15
15
12
100%
Graphical Representation
Interpretation:
58% respondents has Savings A/C
15% respondents has Current A/C
63
Frequency
100
100
80
50
10
340
Percentage
29
29
24
15
3
100
Graphical Representation
Interpretation
On the question of, how long have you been involved with IFIC Bank Ltd? 29%
respondents involve with 1-5 years and 6-10 years with this bank for their different A/C
purpose. 24% respondents involved with11 to 15 years and 15% respondents are 16 to 20
years.
64
Frequency
60
80
110
90
340
Percentage
18
24
32
26
100%
Graphical Representation
Comment on the degree of interest rate of IFIC Bank Ltd.
Interpretation
Most of the respondents, e.g. (32% respondent) said that interest provide by IFCI Bank
Ltd on deferent account is similar to other PCBs. 24% respondents responses that their
interest rate is moderately good. 26% respondent mentioned that IFIC Banks interest is
poor, only 18% respondent told their interest rate good.
Table# 7
65
Frequency
190
150
340
Percentage
56
44
100%
Graphical Representation
Opinion about financial Schemes
Interpretation
From the above findings 44% respondents told that they are not satisfies on financial
scheme. 56% respondents are completely satisfies on financial schemes of IFIC bank Ltd.
Table# 8
Customers loan at IFIC Bank Ltd.
66
Parameter
Yes
No
Not response
Frequency
40
200
100
Graphical Representation
Customers loan at IFIC Bank Ltd.
Interpretation
From the findings 59% respondent have no loan at IFIC bank Ltd. 0nly 12% respondents
told that they have loan at this Bank. On the other hand 29 % respondents were not
responded this types of question.
Table# 9
Comment on profit rate of financing
Parameter
Similar
to
other
Frequency
100
Percentage
29
67
than
other
170
50
PCBs
High interest rate
30
Dont know
40
Total
340
Graphical Representation
9
12
100%
9.
12%
0%
Similar to other
PCBs
29%
9%
50%
Interpretation:
29% told that profit rate on financing is similar to other Private Commercial Bank ltd.
50% respondents mentioned that profit rate is less than others PCBs. Other few of them
told profit rate is higher and others dont know.
Table# 10
Bank is responsible for deposit withdrawal in time
Parameter
Yes
No
Frequency
300
40
Percentage
88
12
68
Total
340
Graphical Representation
Bank is responsible for deposit withdrawal in time
Interpretation
It has been revealed from the above- Mentioned finding that the most of the respondents,
that is 88% identifies bank is responsible for deposit withdrawal in time. Because of
infrastructure problem. Only 12% respondent said that, Bank is not responsible deposit
withdrawal in tome.
Table# 11
Comment on different commission and charge of IFIC Bank Ltd.
Parameter
frequency
Less than other PCBs
Similar to other PCBs
Higher than other
Percentage
76
12
3
69
340
9
100%
Graphical Representation
Comment on different commission and charge of IFIC Bank Ltd.
Interpretation
Most of the respondent told that IFIC banks commission and charge is less than other
Banks. 125% respondent told that its commissions and charges are similar to other Bnks.
Table# 12
Respondents are using financial facilities from other PCBs
Parameter
Yes
No
Total
Frequency
Percentage
Graphical Representation
Respondent are using financial facilities from other PCBs
70
Interpretation:
74% respondents are not getting any other financial facilities from other banks. 26%
respondents have an account to others Private Commercial Banks.
Table# 13
Comment on competitive return on investment
Parameter
Better return
Equal to other PCBs
Less than other PCBs
Total
frequency
50
100
190
340
Percentage
15
29
56
100%
Graphical Representation
71
Interpretation
It has bee revealed from the above Mentioned findings 55 percent respondent responses
that, IFIC banks return on investment is less then others PCBs, 29% told return is equal
to others and 15% respondents told this Bank provide batter return on their investment.
Table# 14
Opinion about receive account statement on time
Parameter
Yes
No
Total
frequency
290
50
340
Percentage
85
15
100%
Graphical Representation
72
Interpretation
It has been revealed from the above- mentioned findings that 85% respondents are getting
their account statement on time and 15% told that they are not getting their account
statement with in the particular time frame.
Table # 15
Comment on front line officers should more prompt than other officers
Parameter
Yes
No
Total
frequency
290
50
340
percentage
85
15
100%
Graphical Representation
73
Interpretation
85% respondent think front line officers should more prompt than other officers because
they are providing main services to their clients/customers.15% respondents mentioned
that front line officers are prompt to provide their services. So they need not to make
more prompt.
Table#16
Customers opinion on the responsibility of IFIC Banks staffs
Parameter
Moderately
Responsible
No
Yes
Total
Frequency
140
130
40
340
percentage
41
38
21
100%
Graphical Representation
.
Customers opinion on the responsibility of IFIC Banks staffs
74
Interpretation
41% respondents think that staffs are moderately responsible to provide different services
of IFIC Bank Limited. On the other hand 38% respondent told that they are not as
responsible as they should be. 21% respondent told that staffs are responsible to provide
different services.
Table# 17
Customers opinion on time frame to provide competitive service
Parameter
Moderately
Frequency
160
Percentage
47
Responsible
Yes
No
Total
100
80
340
29
24
100%
Graphical Representation
Customers opinion on time frame to provide competitive service
75
Interpretation
47% respondent responses that staffs are moderately responsible to provide competitive
services within the time frame of IFIC bank Ltd. 29% said they are responsible and
24%said that staffs are not enough responsible to serve the customers needs within the
particular time.
Table# 18
Different types of Problem customers are facing
Parameter
TMT service
Online banking
Account opening
TT service
Total
Frequency
100
120
80
40
340
Percentage
29
35
24
12
100%
76
Interpretation
From the findings of respondents information, 29% are daily facing the problem on TMT
service. Because it consumes enormous number of time to provide this types of services.
On the other hand 35% respondent faced the problem on online Banking services. 24%
respondent told that they are facing different types of problem on opening an account.
12% respondent faced the problem on Telegraphic Transfer (TT).
C) Recommendations:
Regarding on Time frame of particular services:
As most of the respondents have identifies that, to provide a particular service is
consuming more time, which is not expected on modern Banking system. So I would like
to recommend that IFIC bank Ltd. should provide the efficient services for their
important customers.
Regarding on Staff efficiency
77
D)
Conclusion
The Research study has been conducted on Exploring the Customer Attitude toward the
Service Provided by IFIC Bank Limited. From the above discussion of the study I would
like to conclude that IFIC Bank is first private commercial Bank in Bangladesh, that
provide number of services to their customers. Most of the individual customers attitude
is constructive toward the services of IFIC bank Limited. On the other hand most of the
customers are completely satisfied on the services of this Bank. Customers mention that
although interest rate of IFIC bank Limited is not higher than other banks but different
79
Questionnaire
Dear Respondent
I am Rizna Nahar Student of Master of Business Administration (MBA) Program at
IUBAT- International University of Business Agriculture and Technology. This
Questionnaire is designed for conducting a research on Exploring the Customer Attitude
toward the Service Provided By IFIC Bank Ltd as a partial requirement of my MBA
program. The findings will be keeping confidential and will be used exclusively for
academic purpose only. Your participation in this study will be highly appreciated.
80
No
Other bank
publicity
Relatives
others
Better Service
Old bank
Good facility
Nice Environment
Known personnel
Special Service
Current Deposit
Deposit
CC Account
5. How long have you been involved with IFIC Bank Ltd.?
1 to 5 years
5 to10 years
10 to 15 years
other
poor
No
No
dont know
10. Do you think IFIC Banks Deposit Schemes are satisfies you?
Yes
No
11. Do you think Deposit/ withdrawal time in the following bank is responsible?
Yes
No
Dont Know
No
14. Does IFIC Bank ltd. provides competitive return on your investment?
Better
Equal
Less
No
82
No
No
18. Do you think IFIC bank Ltd. Follow the time frame as they should be?
Yes
No
19. Do you face any other problem in term of the services you are getting from IFIC
Bank
Ltd.?
Please
mention
it
bellow-
20.
If
you
have
any
comment
please
mention
it
bellow
Bibliography
Kinner, Thomas C, and James R. Tailor. Marketing Research: An Applied Approach
5th ed. New Delhi: McGraw Hill, 2003.
Kotler, Philip. Marketing Management. 9th ed New Delhi: Prentice Hall, 1999.
Zikmund, Willam G. Business Research Method. 7th edition. McGraw Hill, 2003.
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Work side
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