Internship Report

On

Customer Satisfaction and general operations of Rupali Bank

Prepared By:

Ayesha Ferdousi Tripti

ID: 11304094

BRAC Business School

BRAC University

Spring 2016

Supervised By:

Saif Hossain

Senior Lecturer

BRAC Business School

BRAC University
 INTERNSHIP TOPIC APPROVAL FORM
Supervisor: Mr Saif Hossain

(To be filled by the Intern)

Student Name Ayesha Ferdousi Tripti

ID 11304094
Mobile number 01613371952
Internship trimester 3 Months
Internship start date 03.05.2016
Internship end date 31.07.2016

Organization Rupali Bank Ltd, Motijheel

Department Customer Service
Tasks General Banking
Proposed Title of the Customer satisfaction and general operations of Rupali Bank
Report

# OBJECTIVES METHODOLOGY
1 Analysis customer satisfaction Conduct interview with the clients and asked random
questions about their expectations and satisfaction
2 Analysis general banking activities of Observed day to day work of the employees and how
Rupali Bank they interact with the customers
3 Focus on banker-customer relationship Practical communication with managers and observed
the quality of the service provided by Rupali Bank

(To be filled by the Supervisor)

Supervisor’s Review
 Letter of Transmittal
th
August 18 , 2016

Mr. SaifHossain

Senior Lecturer

BRAC Business School

BRAC University

Subject: A letter of transmittal for submission of the internship report

Dear Sir,
Here is the report that I was obliged to prepare as a part of my graduation from BRAC Business
School of BRAC University. I have completed my internship program in Rupali Bank as a part
of my study. I have tried myself to explain my learning and experience I have gathered from my
internship program briefly in this report. My report is on the topic “Customer satisfaction and
general operations of Rupali Bank” and I have tried my level best to follow your provided
guideline and instructions.

I would like to thank you for giving me the opportunity to write this report and for your support.
Rather, in case of any further clarification or elaboration as to my report, I would welcome the
opportunity to consult with you to explore how my findings could best meet your needs.

Sincerely Yours

Ayesha FerdousiTripti

ID: 11304094

BRAC Business School

BRAC University
 Acknowledgement

At first I would like to express my gratefulness to almighty Allah who has given me the
opportunity to go through the total process of internship and to write a report in this regard. I
would like to acknowledge my deepest gratitude to the honorable supervisor Mr.SaifHossain,
Senior Lecturer, BRAC Business School, BRAC University, who has given me suggestions
regarding the writing of the report and to go through the process, which has become an excellent
way of understanding the topic of my internship.

I would also like to thank Md. Maksudur Rahman, Deputy General Manager and Tanvir
Hasnain Moin, Assistant General Manager of Rupali Bank. I am also grateful to all
departmental heads and all other officials of various departments of Rupali Bank for their
co-operation, spontaneous help and cordial assistance in preparing of the report.

Finally, I am grateful to the Department of BBA, BRAC University, for giving me the
opportunity to work outside for attaining practical knowledge. This report suffers from
shortcomings but I have tried my level best to bring about all the facts in comprehensive
manner.

Thanks to all from core of my heart.

Table of Contents

Chapter 1: Organization Profile .................................................................................................................... 1

1.1Introduction ..................................................................................................................................... 1
1.2Problem statement .......................................................................................................................... 1
1.3 Objectives of the Study ................................................................................................................... 2
1.4Special Features of the Bank: ........................................................................................................... 2
1.5 Methodology of the Study .............................................................................................................. 3
1.6 Limitation of the study .................................................................................................................... 4
Chapter 2: An Overview of the organization ................................................................................................ 5
2.1 Historical Background ..................................................................................................................... 5
2.2 Present Capital Structure ................................................................................................................ 5
2.3 Vision ............................................................................................................................................... 6
2.4 Mission ............................................................................................................................................ 6
2.5 Strategic objectives ......................................................................................................................... 6
2.6 Corporate profile............................................................................................................................. 7
2.7 Operational network organogram .................................................................................................. 8
2.8 Product and Services of RBL............................................................................................................ 9
Chapter 3: Area of study ............................................................................................................................. 10
3.1 Account opening section............................................................................................................... 10
3.2 Clearing House .............................................................................................................................. 10
3.3 Accounts section ........................................................................................................................... 11
3.4 Cash Section .................................................................................................................................. 12
3.5 Remittance and loan ..................................................................................................................... 12
3.6 Foreign Exchange .......................................................................................................................... 14
Chapter 4: Project on Customer Satisfaction level ..................................................................................... 15
4.1 Customer Satisfaction Level on RBL .............................................................................................. 15
4.2 Method to find out Customer Satisfaction level........................................................................... 15
4.3 Analysis of survey data.................................................................................................................. 16
4.4 Findings from analyzed data ......................................................................................................... 32
4.5 Result of the Survey ...................................................................................................................... 33
Chapter 5: Recommendation and Conclusion ............................................................................................ 33
5.1 Recommendations ........................................................................................................................ 33
5.2 Conclusion ..................................................................................................................................... 34
5.3 References: ................................................................................................................................... 34
5.4 Appendix- Questionnaire .............................................................................................................. 35
Executive Summary:

This report provides with comprehensive and practical exposure to the field of overall activities
followed by Rupali Bank Ltd.

During internship period, I was assigned responsibility in the various department of Rupali Bank
Ltd. Rupali Bank commences its operation form Loan operation department where they
scrutinize the loan proposal and appraise the proposed investment sector form various aspects,
viz. organization and management, technological, marketing, economic and profitability. Fate
the proper assessment Ruplai Bank provide loan to invest the proposed sector. Rupali Bank also
monitors and gives suggestion from site selection to final submission of report. With a great
ambition, Rupali Bank was started its operation, but unfortunately it is now a losing concern.
Now a day, Rupali Bank tries to minimize their range of loan operation due to unethical practice
of entrepreneurs of misuse fund and money transfer to the other project. The bank also tries to
find out thrust sector and actual entrepreneur those who have interested to established profitable
industry..

Rupali Bank Ltd is contributing a lot for many years in the economic development (especially in
the industrial sectors) in our country. Their activities are development oriented and productive.

This study is conducted mainly by questionnaires and by taking oral interview of the officials.
Many journals and publications were also used for the precise data and information.

Findings and conclusions show that Rupali Bank follows general banking rules and regulations
in their activities. It also shows that Rupali Bank utilizes the Government judgment and methods
in dealing with their activities. I hope this study has some implication aimed at improving the
overall activities of Rupali Bank.
Chapter 1: Organization Profile

1.1Introduction
A bank is an establishment which manages cash and credit. It acknowledges stores from the
general population, makes the assets accessible to the individuals who need them, and aides
in the settlement of cash starting with one place then onto the next. Truth be told, a modem
bank performs such an assortment of capacities, to the point that it is hard to give an exact
and general meaning of it. It is a direct result of these reason diverse financial experts gives
distinctive meanings of the bank. In Bangladesh there are many public and private banks
with number of branches. Rupali bank is one of them. Rupali bank ltd emerged as the largest
public limited banking company of the country on December 14, 1986. Every year they are
providing services to the customers and also working on employment through recruiting new
employees.

1.2Problem statement
Rupali Bank is being functioning to acceleration to industrialization in the country by
providing equity loan to various sectors. The main objective is to create employment
opportunity, infrastructural development, upgrading living standard living standard and
social welfare through industrial long term financing. Research has been made to improve
and upgrade the processing consideration with changed free market, improved technological
edge. This process is lengthy, have some weakness. So, a research to improve and update
loan sanction and recovery process should be conducted. Beside while assessing proposed
project social contribution, GDP (Gross Domestic Product) contribution to have proper and
sufficient collateral against loan sanctioned which is specified but in practice it is not strictly
followed and maintained. Why it is not being followed and to what extent it is being
followed should be under examination and research.

1
1.3 Objectives of the Study
 To get an idea about the history of Rupali Bank and nature of operation and function
of loan operation department.
 To be familiar with the current loan sanction procedure of Rupali Bank.
 To enrich personal theoretical knowledge to progress loan sanction procedure in
practice.
 To form some essential guidelines for Rupali Bank and sanctioning, monitoring and
recovery loan.
 To determine the limitations of the operation of Rupali Bank.
 To evaluate the trend growth rate and acceleration of industrialization.
 To compare incompatibility of the practical knowledge with theoretical knowledge.
 To expose ourselves to the service sector this is more challenging profession.

1.4Special Features of the Bank:

It is the pioneer in introducing & launching different customer friendly deposit schemes
to tap the savings of the people for channel sing the same to the dynamic sectors of the
economy.

For uplifting the standard of living of the limited income group of the population the
bank has introduced Consumer Credit Schemes by providing financial assistance in the form
of loan to the consumers for obtaining household durables, which have had inspiring
responses.

The bank is committed to continuous research & development so as to keep pace with
modern banking.

The operations of the Bank are fully computerized so as to ensure quick and flawless
services to the customers.

The bank has introduced camera monitor system (CCTV) to strengthen the security
services inside the bank premises.

2
1.5 Methodology of the Study
I have worked as per scheduled program for internship that includes different department of
Rupali Bank. I have prepared this report after collection information and gathering practical
experience on performing work in the bank.

Correct and smooth completion of research work requires adherence to some rules and
methodologies. In order to conduct the report, the decision had been taken to collect various
types of primary data and secondary data. Data have been collected by oral interviewing the
responsible officers. Different form of statistical configurations such as table percentages
rates and ratios has been used to make the study meaningful and realistic.

After collection data from the interview and material provided by them, data was first
carefully scrutinized. Then the data was organized as required.

In order to make the study effective and efficient, following two sources of data and
information have been used widely.

(a) primary information/data

The primary data have been collected by oral interviewing the responsible officers and staffs
of the Rupali Bank, practical deskwork and direct observation of the functions of various
departments.

(b) secondary Information

The secondary information comes from annual report of the Rupali Bank, relevant
papers/books and periodicals publication and manual of different departments.

3
1.6 Limitation of the study
As I was sent to the Rupali Bank, motijheel branch, the scope of the study was limited to this
Branch. The report covers its overall department wise function, structure and performance. To
complete a report in a particular study there are many limitations we need to face. Following are
the main limitations of the report:

 It was very different to collect the information form various employees for the job constrain.
 Bank policy was not disclosing some data and information for apparent reasons.
 Because of the limitation of information some assumption was made. So there may be some
personal mistake in the report.
 The time 3 months only, this is insufficient to know all activities of the branch to complete
the report.

4
Chapter 2: An Overview of the organization

2.1 Historical Background

Rupali Bank Ltd. (RBL) was constituted with the merger of 3 (three) erstwhile commercial
banks i.e. Muslim Commercial Bank Ltd., Australasia Bank Ltd. and Standard Bank Ltd. which
was operated in the then Pakistan on March 26, 1972 under the Bangladesh Banks
(Nationalization) order 1972 (P.O. NO. 26 of 1972), with all their assets, benefits, rights, powers,
authorities, privileges, liabilities, borrowings and obligations. Rupali Bank worked as a
nationalized commercial Bank till December13, 1986. Rupali Bank Ltd. Emerged as the largest
Public Limited Banking Company of the country on December 14, 1986.

2.2 Present Capital Structure

Authorized Capital : Tk. 7000 million (US$ 88.66 million)

Paid up Capital : Tk. 1650 million (US$ 20.9 million)

Break up of paid up Capital::

Government shareholding : 90.19%

Private shareholding : 09.81 %

Present Share Structure::

Total Number of share (Each lot : 16,50,00,000

10)
Share Demented by : 124358890
shareholders

Rupali Bank operates through 550 branches. It is linked to its foreign correspondents all over the
world.The total number of employees is 4293.
The Bank is supervised by the Managing Director (Chief executive) who is a reputed professional Banker.

5
2.3 Vision
To emerge as the country’s prime financial institution for supporting private sector industrial and other
projects of great impact on the country’s economic development. Also be active participant in
commercial banking by introducing new outlines of product and providing excellent service to the
customer.

2.4 Mission
 To be competitive with other Banks and Financial Institution in rendering services
 To contribute to the country’s socio-economic development by identifying new and
profitable areas for investment,
 To mobilize deposit for productive investment,
 To expand branch network in commercially and geographically important places ;
 To employ quality human resources and enhance their capability through motivation and
right-type of training at home and abroad;
 To delegate maximum authority ensuring proper accountability ;
 To maintain continuous improvement and up gradation in business policies and procedures ;
 To adopt and adapt to new technology ;
 To maximize profit by strong, efficient and prudent financial performance; and
 To introduce new product lines according to market needs.

2.5 Strategic objectives

 Increase our market share by following an efficient growth strategy.
 Achieve a significant share of deposit and credits from the existing and niche markets.
 Develop innovative products and services that attract our targeted customers and market
segments.
 Sustain a high quality assets portfolio to achieve strong and Sustainable returns and to
continuously build shareholders’ value.
 Develop a customer oriented service culture with special emphasis on customer care and
accessibility.
 Strengthen the bank’s brand recognition.
 Explore new opportunities for growth and profitability, particularly by diversifying loan
portfolio through structured finance and expansion of retail and SME financing.
 Strengthen the bank’s brand recognition.
6
 2.6 Corporate profile

Name of the : Rupali Bank Limited

company
Chairman : MonzurHossain
Managing Director : M. FaridUddin
Company : Md. ShahjahanKhandaker
Secretary
Legal Status : Public Limited Company
Genesis : Rupali Bank Limited has
been incorporated on 14
December 1986 under the
Companies Act 1913 after
taking over and acquiring as
a going concern the
undertaking and businesses of
Rupali Bank with all of its
assets, liabilities, benefits,
rights, powers, authorities,
privileges, borrowings and
obligations. Rupali Bank,
which initially emerged as a
Nationalized Commercial
Bank (NCB) under the
Bangladesh Banks
(Nationalization) Order, 1972
(President’s Order No. 26 of
1972), has now become a
state-owned commercial bank
(SCB) through a vendor’s
agreement dated 15
November 2007.
Date of : 14 December 1986
Incorporation
Registered Office : 34, Dilkusha Commercial
Area, Dhaka1000,
Bangladesh
Authorized Capital : Tk. 700 Crore
Paid-up Capital : Tk. 165 Crore
Reserves &
Retained Earnings : Tk. 1374 Crore

7
2.7 Operational network organogram

8
2.8 Product and Services of RBL

9
Chapter 3: Area of study

3.1 Account opening section

The relationship between the banker and the customer begins with the opening of an account by
the customer. Primarily all the accounts are opened with a deposit money by the customer and
hence these accounts are called deposit account. Generally a person needs to open an account to
take services from it. Without opening an account, one can get only a few services from the
bank. So the banking begins actually by the opening of an account with a bank. I have gain my
first experience of banking from this section.
The person willing to open a current account with the bank has to make application in the
suggested form. This form must be properly filled up and signed by the applicants.
Every customer is required to supply to his banker with one or more specimens of his/ her
signature. These signatures are taken on cards, which are well-maintained by the banker, and
his signature of the account holder on the cheques is compared with the Specimen signatures.
After the above formalities are over, the banker opens an account in the name of applicant.
Generally the minimum amount to be deposited is Tk 1000/- for opening a current account.
With a view of enable the receipt of credit items paid in by a customer, the bank will provide
him/ her pay in slip either loose or in a book forms. The customer has to fill up the pay in slip
at the time of depositing the money with the bank.
To facilitate withdrawals and payments to their parties by the customer, the bank will also
provide a cheque book to the customer.

3.2 Clearing House

Clearing house is a get together of the locally working booked banks for trade of checks, drafts,
pay orders and other interest instruments drawn on each other and got from their individual
clients for gathering. The house meets at the designated hour on all working days under the
supervision of two national bank officers or its specialist all things considered, and works
inside the directions surrounded in this manner on the premise of winning managing an account
hones. In Bangladesh, clearing house locales at Bangladesh Bank where there is no office of
the Bangladesh Bank, Sonali Bank goes about as specialist of Bangladesh Bank.
There are mainly two types of banking systems Bangladesh, such as:

10
  Internal clearing or inter branch clearing or inward clearing
 External clearing or inter banks clearing or outward clearing.

3.3 Accounts section

Accounts Department is called as the operational hub of the bank. In managing an account
business, exchanges are done each day and these exchanges are to be recorded legitimately and
methodically as the banks manage the depositor’s cash. Any deviation in legitimate recording
may hamper open certainty and the bank needs to endure a ton generally. Discreditable
recording of exchanges will prompt the jumble in the charge side and in the credit side. To stay
away from these setbacks, the bank gives a different office; whose capacity is to check the mix-
ups in passing vouchers or wrong sections or misrepresentation or imitation. This division is
called as Accounts Department. Other than the over, the bank needs to set some up interior
articulations and in addition some statutory proclamations which to be submitted to the national
bank. Accounts Department readies these announcements too. The division needs to present a
few proclamations to the Head office, which is likewise combined by the Head Office later on.

Daily tasks:
The routine daily tasks of the Accounts Department are as follows, -
 Recording the transactions in the cashbook.
 Recording the transactions in general and subsidiary ledger.
 Preparing the daily position of the branch comprising of deposit and cash.
 Preparing the daily Statement of Affairs showing all the assets and liability of the
branch as per General Ledger and Subsidiary Ledger separately.
 Making payment of all the expenses of the branch.
 Recording inter branch fund transfer and providing accounting treatment in this regard.
 Checking whether all the vouchers are correctly passed to ensure the conformity with
the “Activity Report”. If otherwise making it correct by calling the respective official to
rectify the voucher.
 Recording of the vouchers in the Voucher Register.
 Packing of the correct vouchers according to the debit voucher and the credit voucher.

11
3.4 Cash Section
Cash division is the most essential and touchy organ of the branch as it manages a wide range of
money exchanges. This division begins the day with trade out vault. Every day some money that
is opening money parity are exchanged to the money officers from the money vault. Net figure
of this money receipts and installments are added to the opening money equalization. The figure
is called shutting parity. This end parity is then added to the vault. What's more, this is the last
money parity figure for the bank toward the end of a specific day.

3.5 Remittance and loan

There are mainly two types of loan in RBL:

 Funded (Demand or consumer loan)

 Non funded (L/C, Bank Guarantee, Tender etc.)

There are also funded loans and advances are available in the branch of the Rupali Bank:
Cash Credit Hypothecation
1. Over Draft
2. Term Loan
a) More than 5 years
b) Less than 5 years
c) Within 1 year
3. Demand Loan
a) Loan against DPS.
b) Loan against other security
c) Loan against consumer credit.
d) Staff loan (PO)
4. Bank Guarantee
5. Floor loan
6. PC (Packing Credit)
7. Export development fund (EDF)
8. Letter of Credit
9. Payment against documents (Import & Export)

12
10. LATR (loan against trust received)
11. House Building
a) Commercial
b) General
c) Staff

Loans& Advances is permitted on the Basis of-

 Lien
 Mortgage
LIEN:
Lien is permitted against the Following
 DPS= Deposit Pension Scheme
 FDR= Fixed Deposit Receipt
 PSE= Protirakha SanchoyPatra
Lien (VALUE) must be higher than the value of Loans. 80% of Lien documents (VALUE) is
permitted for the Loans & Advances. The position of Lien Documents must be under the hand
of Bank.
Here, Interest Rate of Loans: 14%
Mortgage:
 Land
 Building
 Shop
Mortgage value must be higher than the value of Loans. 50% of Mortgage Documents (value)
is permitted for the Loans & Advances. The position of Mortgage Documents need not to be
under the hand of Bank only legal papers are necessary to be under the hand of Bank.
Here, Interest Rate of Loans: 13%

13
3.6 Foreign Exchange
In any global exchange the purchasers and venders are of various nations. None of them know
each other nor about their business honesty and credit value. Different directions winning in their
particular nations about remote exchange are likewise obscure to them. In this way, the purchaser
needs to be guaranteed of merchandise and the vender to be guaranteed of installment. In such a
circumstance business Banks guarantee these things at the same time by opening Letter of Credit
ensuring installment to vender and products to purchasers. By opening Letter of Credit in the
interest of a purchaser and for a dealer, Commercial banks embrace to made installment to a
vender subject to accommodation of reports attracted strict consistence with the terms of the
Letter of Credit offering title to products to the purchaser.

Global exchange constitutes the standard of business exercises of Rupali Bank Limited. We offer
a full scope of fund and administrations to be specific, issue, exhortation and adaptation of
narrative credit; offering and masterminding forward swapping scale, pre shipment and post-
shipment account, transaction and buy of fare bills, reducing bill of trade, accumulation of bills,
internal and outward settlement and so forth.

I have learned the activities of foreign exchange department and help them to perform their daily
affairs. I have observed the followings:

Main task of the department-

 Import Business
 Export Business
 Foreign Correspondents
Functions of the foreign exchange:

 Letter of Credit (L/C) is opened here.

 Foreign Pay Order
 Prepare statement and report for Head Office and Bangladesh Bank.
 Exchange foreign currency
 Payment and collection of L/C money in favor of Client.

Remittance:
Sending money from one place to other places for the customer’s in another important service
of banks and this service is an significant part of countries payment system. For this service,
people specially businessmen transfer funds from one place to another very quickly. There are
various types of remitting money, such as:
 Pay Order (PO)
14
  Demand Draft (DD)
 Telegraphic or Telephonic Transfer (TT)
 Mail Transfer Advice (MTA)

Chapter 4: Project on Customer Satisfaction level

4.1 Customer Satisfaction Level on RBL

Clients are the life of any sort of business. The vast majority of the business associations in the
present day world are client driven, attempting to meet the client's desire in the most ideal way.
They generally attempt to snatch their most potential clients to build their piece of the pie. At the
point when the items and administrations gave by the organizations meet the desires of the client
then the client will be fulfilled and will repurchase item and he will be steadfast client to that
organization. In the managing an account area in Bangladesh consumer loyalty is additionally
imperative as in light of the fact that the opposition in this segment has been expanding. To hold
their most steadfast and to draw in potential client banks ought to offer what the client require
and desire.
As an intern of Rupali bank restricted I was allotted to determine client issue of general keeping
money and watch the client desire and necessity. From this I motivated to discover the consumer
loyalty level of RBL. Therefore I chose that my task will be the consumer loyalty level of Rupali
Bank Limited.

4.2 Method to find out Customer Satisfaction level

 Making Questionnaire
 Survey
 Analysis of survey data
 Finding from the analysis
 Result
To find out the customer satisfaction level of Rupali bank limited firstly I have made a
questionnaire of 15 questions which will be rated by the existing customer of Rupali Sadan
Corporate Branch of Rupali Bank Limited by 1-5 which will represent poor to excellent. The

15
survey will be conducted by response of 50 customers of this bank. The standards of the rating is
given below-

1 Poor
2 Fair
3 Good
4 Very good
5 Excellent

After the review I will investigate overview information and make a rundown of the dissected
information which is finding from the examination. At long last I will give the review result
taking into account the discoveries from examination of overview information.

4.3 Analysis of survey data

Questionnaire is made based on some variables that have directly or indirectly influence on the
customer satisfaction level. For example office outlook, employee behavior with customer,
quality of service, charge taken to provide services, modern and update technology, error free
records, and problem solving skills of employees and average time taken by the employee to give
service to its customer. Examination of survey data is given bellow-

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4.3.1 Employee behavior with the customer

Excellent, 3

Poor , 6

Very good, 7

Fair, 9

Good, 25

Chart 1: Employee behavior with customer

Conduct of the representative working in the bank is one of the imperative components for the
client to be fulfilled. In my overview there was a poll about the conduct of representative of the
Rupali Bank constrained with the client when giving saving money administration. From the
overview, we can see that 25 clients which around half of the 50 clients said "Great". It implies
that they are to some degree fulfilled by the conduct of the representative of Rupali Bank
Limited.

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4.3.2 Reasonable service charge

Excellent, 2

Poor, 3

Fair, 9

Very good, 21

Good , 15

Chart 2: Reasonable service charge

Service charge taken by the bank is always a significant factor to the customer to be satisfied
with. Customers were asked that Rupali Bank Charges reasonably for the service they are
providing to the customer. Among 50 customers, 21 said “Very Good” and 15 said “Good” that
means 21 people out of 50 which are 42% of the sample are satisfied with the service charge
taken by the Standard bank. Moreover, 15 people out of 50 which are 30% of the samples are
somewhat satisfied with charge of service of the bank. This indicates that service charge taken by
the Rupali Bank is quite reasonable than other banks operating in the country.

18
4.3.3 Problem solving skills of the employee

Poor, 0 Fair, 0

Excellent, 5

Good, 12

Very good, 33

Chart 3: Problem solving skills of the employee

Critical thinking abilities of worker of Rupali Bank is a huge matter to think when we are
attempting to legitimize execution of a bank which brought about fulfillment or disappointment
of the client of the bank. Client frequently confront distinctive issue when making exchange,
taking credit, storing cash and taking other administration gave by the bank. It is vital matter to
think the amount of ability or avidness appeared by representative and time taken to take care of
the issue. The greatest mainstay of the outline demonstrates that 33 clients which are 70% said
“Very Good" implying that they are fulfilled by critical thinking abilities of the worker.

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4.3.4 Ensuring error free record

Poor, 0 Fair, 0

Excellent, 14 Good, 16

Very Good, 20

Chart 4: Ensuring Error Free record

Ensuring error free record of every transaction made by the customers and bank is basic element
and fundamental requirement for the bank. Among 50 customers, 16 people said “good” 20 of
them which are 40% of the sample said “Very Good” and 14 of them said “Excellent”. This state
tells that almost everyone believes that Rupali Bank Limited ensure the error free record every
transaction occur in the bank.

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4.3.5 Facility of utility bill payment

Excellent, 0

Very
good,
4
Good, 7

Fair, 9 Poor, 30

Chart 5: Facility of utility bill payment

Utility bill payment on the bank is one of the criteria where customers are interested in. They
want to pay bill to the nearby place of their home. If a bank provides this opportunity then it will
make customer glad. Here we can see that 30 persons among 50 which 60% are not satisfied with
this service provided by the bank. I tried to know why they don’t like this service of this bank,
they said Rupali bank accept electricity and WASA bill but not gas bill. People have to go for
another bank to pay gas bill. This is one area where Rupali Bank can improve.

21
4.3.6 Using modern and updated technology

Poor, 0

Excellen Fair, 6
t, 4

Very good, 15

Good, 25

Chart 6: Using modern and updated technology

Innovation is vital in the present world in any business. In the keeping money industry it is self-
evident. To record exchange the product they utilize and gadgets they utilize are likewise
significant to discover the consumer loyalty level. In the event that the bank utilizes most recent
and solid programming and gadgets then it will have an influence additionally on consumer
loyalty. It will make simple for the bank to do day today broad saving money movement and
others action and this will affect the client. Here we can see that 25 clients said "Good" which
implies that they are to some degree fulfilled and 15 clients or 30% of clients said "Very good"
implying that they fulfilled about the utilizing of current and redesigned innovation by Rupali
Bank Limited.

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4.3.7 Provide prompt and accurate service

Poor, 5
Excellent, 6

Fair, 6

Very good, 18

Good, 15

Chart 7: Provide prompt and accurate service

Getting Prompt and exact administration is a standout amongst the most critical variables of
consumer loyalty. On the off chance that one bank neglects to give instant and precise
administration then it will clearly lose its significant client and influence of this can demolish for
the possibility of the bank and it will be censured. So it is especially imperative for both the bank
to think about as a first need to give. Study demonstrates that 18 clients of 50 said "Great"
implying that they are fulfilled by brief and precise administration gave by the Rupali bank.
Besides, 15 of them are additionally said "Great" implies that they are fairly fulfilled by this.
From this, we can say that Standard bank give instant and precise support of its clients.

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4.3.8 Easy procedure of getting loan

Poor, 0 Fair, 2

Excellent, 9
Good, 10

Very good, 29

Chart 8: Easy procedure of getting loan

Different banks have distinctive method or procedure to give credit to their client. Multifaceted
nature or effectiveness of the procedure is likewise an extensive component which has sway on
consumer loyalty. On the off chance that the way toward getting credit is simple, exact and
appropriate then clients will be upbeat and charmed by getting advance on simple condition.
From the overview, we can see that 29 clients said "Great" which imply that they are fulfilled
about the procedure, term and state of getting credit from Rupali bank Limited. It is additionally
show the way toward giving advance to the client of Standard bank constrained is simple and
implementable.

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4.3.9 Customer feels safe by making transaction

Poor, 0 Fair, 2

Good, 10

Excellent, 23

Very good, 15

Chart 9:Customer feels safe by making transaction

When the customer feels safe about their money transacted through the bank, we can say that
customers are satisfied the service bank provided. It is important factor for customer satisfaction
level of a company. The chart shows that 23 customers out of 50 give their opinion as
“Excellent” which is 46% of the sample. So that we can say that they are fully satisfied and feel
safe about their money deposited or transacted through the bank.

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4.3.10 Ensure good online banking service

Poor, 0

Fair, 3

Excellent, 13
Good, 12

Very good, 22

Chart 10: Ensure good online banking service

Online banking is a new dimension for the modern banking system. This is one of the Value
added service provide by different banks save time and cost for customer. With help of internet
connection customer will be able deposit money and make payment by sitting at home. Rupali
Bank has offer online banking as well. Survey indicates that 22 which 44% said that Rupali bank
provide good online banking service.

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4.3.11well organized office environment

Poor, 2

Excellent, 6
Fair, 6

Very good, 14

Good, 22

Chart 11: Well organized office environment

Office environment influences the customer as well as the employee working in the bank. If the
office is well organized and decorated with quality furniture the employee will feel fresh to work
here and will have impact on their performance. Moreover the customers also feel peaceful and
comfortable by being in bank office to get service from the bank. It is also an important section
of customer satisfaction. According to the survey data we can see that 22 customer said “good”
to well organized office environment which means that they are somewhat satisfied with office
environment of the Rupali bank, Rupali Sadan Branch.

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4.3.12 Keeps promises

Excellent, 2 Poor, 0

Fair, 5

Good, 6

Very good, 37

Chart 12: Keeps promises

Keeping promise is also very important for a bank. If any does not keep promise which it made
the effect would be worse. The customer can leave the bank by being deprived by the bank. Here
we can see that 37 customer which about 74% are satisfied with the keeping promise by Rupali
Bank. It indicates that Rupali Bank keep promises what it made to its customer.

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4.3.13 waiting time to get service

Excellent, 0

Very
good,
4
Poor, 12

Good, 12

Fair, 22

Chart 13: waiting time to get service

Weighted average time of waiting to get a service from the bank is also significant factor to be
satisfied by the service from the bank. If the waiting time is longer, then customer will obviously
disappointed by the performance of the employee of the bank. Here we can see that 22 customer
out of 50 which is 44% saying that “Fair” indicate that waiting time to get a service is not that
satisfactory. It also indicates that waiting tine is longer and performance of the employee is not
that considerable.

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4.3.14 Office space

Very
Excellent, 0 Poor, 2
good,
3

Fair, 8

Good, 37

Chart 14: Office space

Office space is additionally critical component of advocating of consumer loyalty. At the point
when the workplace is open the client can stand easily on the line for getting administration from
bank. At the point when there is tight space then client feels disturbing. Here we can see that, 37
out of 50 clients which are 74% said "Great" implies that they are to some degree fulfilled by the
Office space. It shows that Rupali bank, Rupali Sadan Branch has medium office space which
entirely alright.

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4.3.15 Overall Satisfaction on transaction

Excellent, 3 Poor, 0

Fair, 10

Very good, 12

Good, 25

Chart 15: Overall satisfaction on transaction

Customer satisfaction on transaction is the most important factor of banking sector. From the
survey we can see that 25 customers out of 50 which are 50% are saying “Good”. That means
most of the Customers are satisfied to overall transaction system of Rupali Bank and this
indicates that they have no plan to switch another bank.

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4.4 Findings from analyzed data
Here I will divide the findings from analyzed data into two sections. These are-

Positive findings
Negative findings

By comparing these two sections I can decide the level of satisfaction of the customer in Rupali bank
limited.

Positive Findings

 50% of the customers are somewhat satisfied with the employee behavior.
 42% customers are satisfied and 30% are somewhat satisfied with the service charge of
Rupali Bank.
 36% of the customers are satisfied and 30% are somewhat satisfied with the Prompt and
accurate service by Rupali Bank.
 70% of the customers are satisfied with the problem solving skills of the employee.
 32% of the customers are satisfied with the, 40% fully satisfied and 28% are somewhat
satisfied with the ensuring error free record done by Rupali Bank.
 50% of the customers are somewhat satisfied and 30% are fully satisfied about the modern
and updated technology used by Rupali Bank.
 58% of the customers are satisfied with the Loan procedure of Rupali Bank.
 46% are satisfied with the safety of banking transaction through Rupali Bank.
 44% of the customers are somewhat satisfied with office environment of the bank.
 74% of the customers are satisfied about the keeping promise made by Rupali bank.
 74% of the customers are somewhat satisfied with the office space of this branch.

Negative Findings

 60% of the customer are not satisfied with facility of utility bill payment offered by Rupali
bank limited.

 44% of the customers are not that satisfied with waiting time to get service from the Rupali
Bank.

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4.5 Result of the Survey
Correlation between positive discoveries and negative discoveries from the review plainly
recommend that positive discoveries are significantly more than the negative discoveries. So we
can say that a large portion of the clients are fulfilled however not completely fulfilled about the
administration and office gave by Rupali Bank Limited, Rupali Sadan Branch. However Rupali
Bank has numerous ranges where they can enhance the nature of the administration and climate.
In addition, they have to consider the client necessity, craving and desire and ought to work as
per this. They ought to fabricate a solid association with the client by offering best administration
they can. They have to set objective to make the client completely fulfilled by enhancing all the
lacking they have. Every one of the variables talked about before like worker conduct,
administration charge, system, utility administration, exact administration, blunder free record,
critical thinking abilities, and office climate are vital components for the bank, have immediate
or backhanded effect on the consumer loyalty.

Chapter 5: Recommendation and Conclusion

5.1 Recommendations
 The Top management of Rupali Bank Limited should be more effective to the employee
then present situation. Because they should take care the branch level employee’s benefits,
opportunities etc.
 The bank has highly skilled employee in the branch level. But the bank should be able to
utilize these employees at appropriate way to take out the bank’s output.
 The website design is need to improve. Therefore, the website should be more fast and
can put more information about the bank.
 Rupali Bank Ltd. should emphasis more on empathy to customers which means that RBL
should take more attention to individual care of customers and solves their specific needs.
 As the competitors offering a higher rate on deposits and lower charges in loans, Rupali Bank
Ltd should think about it and maintain the interest rate and bank charges as similar to its
competitors.
 Token system service can be introduced so that customer can easily get service without any
hassle. It will reduce the waiting time to get service from the bank.

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5.2 Conclusion
As a bank Rupali Bank Limited needs to do a ton of things for the advancement of the nation.
The Bank is emphatically situated in the business sector and with its center qualities it can
match shareholders' desires and along these lines bring their riches up in future through moral
saving money and best estimating. In this way, it needs to step up with the goal that it can
satisfy the longing of the govt. and also individuals. It will upgrade more open administrations
and develop working groups to give the best administrations to its profitable clients. It must be
keep running in composed way and control must be guaranteed in all circle of its execution.
Proficient fare group, import group and settlement group must be framed and perform
obligations appropriately. Additional preparation, computerization, information gathering,
market examination and quickness in adjusting are basically required. To do these the
prescribed recommendations can be utilized. Despite the fact that it is hypothetical
recommendations, it is not valueless. It has incredible effect on the managing an account
business and different parts of the economy. For this, govt. help is key and it is normal that
govt. will widen its hand for actualizing the suggestions for the welfare of the general
population of Bangladesh.

5.3 References:
 Books, periodicals and annual report
 https://www.rupalibank.org/rblnew/index.php#
 http://www.assignmentpoint.com/business/finance/rupali-bank-limited.html
 http://www.assignmentpoint.com/business/economics/bank-with-rupali-bank-
limited.html

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5.4 Appendix- Questionnaire

Questionnaires Poor Fair Good Very Excellent

good
Employee behavior with the customer 1 2 3 4 5
Reasonable Service Charge 1 2 3 4 5
Provide prompt and accurate service 1 2 3 4 5
Problem Solving Skills of the Employee 1 2 3 4 5
Ensuring error free record 1 2 3 4 5
Facility of utility bill Payment 1 2 3 4 5
Using modern and updated technology 1 2 3 4 5
Office Space 1 2 3 4 5
Easy procedure of getting Loan 1 2 3 4 5
Customer feels safe by making transaction 1 2 3 4 5
Ensure good online banking service 1 2 3 4 5
Well organized office environment 1 2 3 4 5
Keeps promises 1 2 3 4 5
Waiting time to get service 1 2 3 4 5
Overall satisfaction on Transaction 1 2 3 4 5

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