Chapter: One

Introduction
Introduction

The basic role of this report is to get a thought regarding the activities of Pubali Bank Limited
Principle Branch Pubali Bank, a second-age bank of the nation and make an investigation on the
Customer Satisfaction on keeping money area of Bangladesh.

Banks are advantage – winning concern. The „word "Bank" insinuates the financial foundation
oversees money trade. Banks assemble stores at any rate possible cost and give credits and
advances at higher cost. The qualification between two is the advantage for the bank. Business
banks are the fundamental supporters of the country.

Everywhere throughout the world the measurement of Banking has been changing quickly
because of Deregulation, Technological development and Globalization. Managing an account in
Bangladesh needs to keep pace with the worldwide change. Presently Banks must contend in the
commercial center both with neighborhood foundations and in addition outside ones. To survive
and flourish in such a focused saving money world, two imperative necessities are improvement
of fitting budgetary foundation by the national bank and advancement of "Consumer loyalty" in
the feeling of creating managing an account segment. To present talented Banker, just
hypothetical information in the field of managing an account thinks about isn't adequate. A
scholastic course of the investigation has an incredible esteem when it has reasonable
application, in actuality, circumstance. Along these lines, I require legitimate use of my insight to
get some profit by my hypothetical information make it more prudent.

In a basic word, Excellence is the Capacity of delivering wanted outcome. Thus, Excellence of
client is, the means by which clients see administrations, how they survey whether they have
encountered quality administrations and whether they are fulfilled or not.

When it alludes to Excellence of client, we expect that the measurements of administrations and
the manners by which client assess administrations are comparable where the client is inward
and outside of the association.

1
2
Background of the Study:

This report has been incorporated to BBA Program for giving ability, up-to date and smart,
effective administrators. Report implies increasing managed understanding. Postulation program
offers a chance to know the earth of any association or on anything's. By doing this program, I
have created and refined my hypothetical information picked up in the classroom. This program
gives energizing knowledge of arranging, culture, conduct of representatives and administration
style of that association, which encourages me to fill the hole among hypothetical and extremely
down to earth world.
After completion of all the courses of BBA every student has to go through a practical
orientation in reputed business organization to gather the practical knowledge. I prepared a
report based on Customers Satisfaction of Service Quality of Principle Brach on Pubali
Bank Ltd. My Internship supervisor is Mr. Dewan Golam Yazdani Showrav, Senior
Lecturer, of Daffodil International University. I have completed my Internship report on
Pubali Bank Limited, Principle Branch Pubali Bank at, Dhaka. I have tried my best to
show my personal observation and knowledge in this report.

3
Statement of the problems:

In the current study, the researcher will use six important dimensions like reliability,
responsiveness, assurance, empathy, Satisfaction and tangibles to find out the customer
service quality of Principle Branch Pubali Bank. The problem statement, then, is stated as
follows: The current study will identify the customer service quality of Principle Branch
Pubali Bank considering key dimensions such as reliability, responsiveness, assurance,
empathy, Loyalty, Satisfaction and tangibles.

Purpose of the Study’s:

The motivation behind the investigation was to display the connection between
administration quality with consumer loyalty and client dependability in Principle Branch
Pubali Bank of Pubali Bank, this branch is driving branch around there. This investigation
endeavored to comprehend the client fulfillments on various administration quality
measurements while managing this branch.

Principle Branch Pubali Bank Pubali Bank ltd:

Specific objectives:
1. To know about the customer’s assurance on service quality Principle Branch Pubali

Bank.

2. To know about the customer’s empathy on service quality Principal Branch Pubali Bank

3. To know about the customer’s tangibles on service quality Principal Branch Pubali Bank.

4. To know about the customer’s responsiveness on service quality Principal Branch Pubali

Bank

5. To know about the customer’s reliability on service quality Principal Branch Pubali

Bank.

4
5
Corporate Information:
Principle Branch Pubali Bank is located gulshan 1, Dhaka. It is one of the busiest branch in
Dhaka city.

Branch Name
: Principle Branch Pubali Bank

Registered Address :89 Simpletree anarkoli Gulshan ave. Gulshan-1,Dhaka

Bangladesh.

Legal Stats : Limited Company

Senior Asst. Vice President : Md. Shahriar Ahmed

(SAVP)

Asst. Vice President (AVP) : Md. Kazi Ahmed Bhuiya

Senior Principle Officer (SPO) :Md. Mahabobur Rahman Maruf

In charge : 1 person

Senior Principle Officer (SEO) : 1 person

Principle Officer (PO) : 8 persons

Cashiers (Officers) : 4 persons

Others (Contractual) : 4 Persons

Number of Employees : 18 persons

6
Methodology:

Sources of Data Collection:

The study was conducted based on both the primary and secondary sources of information.

Primary data

I assembled essential information from the clients when they wanted administrations at the
workplace of Pubali Bank Principle Branch Pubali Bank. I give poll to those clients who were
occupied with taking part in the review.

Secondary data

The secondary data is collected from annual report, distinguished conceptual matters, and
several publish published matter as articles in different versions provided from NRB
Principle Branch Pubali Bank, online articles/website of Pubali Bank ltd.

Secondary Sources are:

1 Annual Reports of different years of Pubali Bank Limited.

2 Other distributed reports of Pubali Bank Limited.

3 Bangladesh Bank website.

4 Pubali Bank website.

Research Design

My research is a Descriptive research. I have selected this topic and at first make an
exploratory research. I just collected data and made the report. Here, I used the Seroquel
Scale for measuring customer’s satisfaction Principle Branch Pubali Bank.

7
Population
The survey was conveyed to those clients who have taken any sort of administrations from this
branch, regardless of whether they are account holder of this branch or not. The Principle Branch
Pubali Bank add up to populace is 400. I surmise that populace measure is little that is the reason
I had taken 50 test estimate.
Survey method
I made a detailed questionnaire for my survey. I have collected the data both from secondary
source and primary source.

Sample size
For conducting my research total sample size was 50.

Sampling technique
For customer interview I used non probability convenience sample.

Statistical Tool
I took the usage of illustrative bits of knowledge. I have inputted the data into SPSS and got the
yield of those data's. I had used SPSS and word to get our pined for yields. I characterize a single
data and further got the accompanying.

I pursued the accompanying strides to set up the report:

 Defined the issue

 Planning the examination structure.

 Planned the example.

 Gathered the information.

Processed and analyzed the data. Formulated, concluded and prepared the report
Scope of the Report
This report demonstrates insights concerning Principle Branch Pubali Bank, Pubali Bank Ltd.
furthermore, its General Banking the board. This investigation will recognize the client
benefit nature of Principle Branch Pubali Bank considering key measurements, for example,
unwavering quality, responsiveness, affirmation, compassion, and physical assets.

8
Lack of Secondary Information:
The import export data of the Branch is not much available over the net. Secondary source
of Information was not sufficient for the completion of the report.

Limitations of the Study

 Secrecy or confidentiality is a crucial mattering this organization. As an intern it was not

possible to reach those secret topics
 Limited service hour 

 It was difficult to find out the gap between rules and regulations and real life practice. So, I
went under a huge stress to find out those matters

9
 Chapter: Two

Profile of the Organization

10
About Pubali Bank Limited:
Pubali Bank Limited has begun its managing an account tasks in the time of 2013 as a fourth era
private bank in Bangladesh. The term NRB is a truncation of "Non Resident Bangladeshi" which
implies the underlying capital of this bank has been subsidized by non-inhabitant nationals.
Alongside its regular keeping money work, the bank expects to accomplish numerous goals. The
transient target is to make a solid stage for the potential Non-Resident Bangladeshis to contribute
in our nation’s economy and the long haul objective is to limit the reliance on the global
budgetary establishments for getting settlement. As a money related foundation, Pubali Bank
plans to be one of the main private banks of our nation with a slogan "Not Just Another Bank" by
uniting the energetic non-inhabitant Bangladeshi financial specialists around the globe and also
to make a simple method to get to the universal market for the Bangladeshi nationals.

On seventh February 2013, Registrar of Joint Stock Companies and Firms (RJSC) issued
Certificate of Incorporation for Pubali Bank Limited. The principal Board Meeting of the bank
held effectively on April 9, 2013. On April eighteenth Bangladesh Security Exchange
Commission (BSEC) issued letter of assent for raising paid-up capital. Pubali Bank Limited got
Banking License from Bangladesh Bank on 25th April, 2013 and was periodical as a planned
Bank viable from 28th April, 2013. (nrbbankbd, Annual Report 2015, 2015) The bank has
altogether of nineteen Board of Directors including the Chairman of Pubali Bank, Mr. Mohammed
Mahtabur Rahman. As of now Pubali Bank has 26 branches everywhere throughout the nation and
has set up 26 ATM Booths with the branches to make money withdrawal accessible for the
customers by utilizing Pubali Bank credit/check card. As indicated by the yearly report of 2015,
the bank has Tk. 10,000,000,000 of approved capital and Tk. 4,000,000,000 of paid-up capital till
31st December, 2015. (nrbbankbd, Annual Report 2015, 2015) To satisfy the need of the clients,
the bank is putting forth unique saving money administrations which are-

 Retail Banking
 SME Banking
 Pubali Banking
 Corporate Banking
 E-Banking

11
 2.2Vision, Mission, Values & Goals:

Vision:
To be the leading dedicated financial institution for NRBs to invest in Bangladesh and for
Bangladeshi individuals and corporates to access international markets. (nrbbankbd, 2017)

Mission:
Pubali Bank means to be the favored supplier of focused monetary administrations as a channel for
speculation to and from Bangladesh for our Bangladeshi people group both locally and universally, to
quicken the industrialization of Bangladesh.
We will reinforce these connections by giving the correct arrangements that join polished
methodology, ability and monetary quality (nrbbankbd, 2017).

Values:
We are trusted financial advisors; valuing our local roots and remaining dedicated to our global
presence by being different than any other banks.

Dynamic: We strive to change and perform to progress.

Innovative: We foster ideas through finding better ways to improve.

Global: We empower to create competitive edge to set international standard.

Integrity: We govern by the principles of ethics and transparency.

Techno Centric: We step ahead with technological advancement. (nrbbankbd, 2017)

Goals:
Our goal is to create customer loyalty, shareholder value and employee satisfaction. (nrbbankbd,
2017)

12
2.3Organizational Management Hierarchy:

Managing Director & Chief Executive Officer

Deputy Managing Director

Senior Executive Vice President

Executive Vice President

Senior Vice President

Vice President

Senior Assistant Vice President

Assistant Vice President

First Assistant Vice President

Senior Principal Officer

Principal Officer

Senior Officer

Officer

Junior Officer

Assistant Officer

Figure 2.1: Organizational Management Hierarchy

13
 2.4Overview of the Division:

Pubali Bank pursues level hierarchical structure to make the decisions procedure quicker. At present

there are sixteen distinct divisions in Pubali Bank. Under every division there are a few offices. In

addition, in light of the scholastic, expert and specialized information, aptitudes, experience and

capability, the bank has top dimension, mid-level and section level posts. Representatives are doled out

to the situation as per the pertinence of their scholastic and expert foundation. Name of the distinctive

divisions are demonstrated as follows:

Credit Risk Card division

Human Resource Retail Banking Management
Division Division
Division

IT & ADC
Finance & SME Banking Corporate
Accounts Division Operations Division Banking Division
Division

Facilities Brand & Internal Control &

Management Communications Operations Compliance
Division
Division Division Division

Treasury &
Company Financial
Md's Office Risk Management Institutions
Secretariat
Division Division
Division

Figure 2.2: Divisions of Pubali Bank

14
 In Pubali Bank, every division has a division head who is in charge of the considerable
number of obligations and duties of that specific division. Additionally every division has a
supervisor to arrange every one of the workers and their obligations. Every one of the
representatives of the division reports to their division head. As an understudy, I was doled
out in the Retail Division (RD). In RD there are four best dimension representatives have
been working who look after retail. Mr. Rahat Ahmed is the Head of Retail Division. After
him, Mr. Jakariya Hossain (Senior Principal Officer) is the Governor of Retail Division.
Besides, Mr. Ariful Haque (Senior Principle Officer), Mr. Fazlur Karim (Senior Principle
Officer) are the individual from Retail Resource Division. There are a few sections under
Retail Division to be specific – Loan, Deposit, Training, Data Transferer, Credit hazard the
executives and so on. Mr. Jakariya Hossain is in charge of Training section. Mr. Arul
Haque and Fozlur Karim is accountable for Loan, Deposit, Mr. Rahat Ahmed is
accountable for checking each fragment part. I have been working for the most part for
Loan and Deposit part all through my working period. Essentially these are the primary
Retail activities of this association.

Service:
 Cash Services
 ATM Services
 Cheque Encashment
 Foreign Currency
 Fund Transfer
 Inter-branch Money Transfer
 Swift
 Telegraphic Transfer
 Issuing & Enchasing Foreign Drafts
 Value Added Services
 Locker Services
 Agency Services

SWOT analysis of Principle Branch Pubali Bank:

15
SWOT examination gives an association a knowledge of what they can do in future and
how they can rival their current rivals.
Strengths:
Large number of branches than any other branch in Dhaka.

Principle Branch Pubali Bank has already established a favorable reputation in the banking
industry of the country.
 A great number of experienced brokers in its branch.
 The numbers of depositors are more than other bank in this branch.
 Largest nationalized branch of Bangladesh.
 Have proactive & efficient management.
 Most profitable branch in Bangladesh.

Weaknesses:
 The activities of branch are maintained by manually in the local area.
 People do not get better facility in bank that they get in privet commercial bank.
 Low remuneration package.
 Lack of modern information technology being practiced.
 Salary is fewer amounts other than competitors.
Opportunities:
 Their network service is whole the country, so people get more service here.

 Principle Branch Pubali Bank can collect deposit from Local area that other
branch cannot do. Because of their huge branches
 People are interested in getting personal loan with lower interest rate.
 High contribution in economic development
 Money transfer easily in any branches of Bangladesh.
Threats:
 Many branch offer different type of product that people like than Principle Branch.
 The employees take more time to work that people dislike, so their customers may
decrees in future.
 The contemporary branch such as private Bank are its major rivals.

16
Chapter: Three

ANALYSIS

17
 In below I break down my discoveries engagingly. I utilized SPSS programming to finish my
report so the information are given is dependable and impeccably breaks down. I went to
various gatherings of clients to gather data for my examination.

3.1 Descriptive Analysis and Frequency Distribution:

To analyze my respondents answer I did descriptive analysis and frequency distribution.

* Descriptive Analysis: It alludes the change of crude information into a shape that will make
them straightforward and decipher; rearranging, ordering, manipulating data to provide
descriptive information.

* Frequency Distribution: It refers a set of data organized by summarizing the

Number of times a particular value of a variable occurs

I focused on my example measure as 50. In my example measure my fundamental target is to

think about consumer loyalty of administration quality Principle Branch Pubali Bank of Pubali
Bank ltd. In By utilizing enlightening investigation and recurrence dissemination, we can expect
about the aggregate populace. Those are given engagingly and graphically as follow.

© Daffodil International University

18
Q 1 Gender

Gender Frequency Percent Valid Cumulative

Percent Percent

Valid Male 30 60% 60% 60%

Female 20 40% 40% 100
Total 100

My sample size was 100. Among them I found that there is 60% male and 40 % female. In above
table i can also see that female 30 and male 20 among my respondent. The ratio can be seen
graphically in the pie chart:

Chart Title

Female
40%

Male
60%

19
2 Q Age

Age

Ages Frequency Percent Valid percent Cumulative

percent
15-30 15 30.0 30 30
31-45years 18 36.0 36 66
46-60 years 10 20.0 20 86
More than 60 7 14.0 14 100
Total 50 100 100

I had partitioned my respondents‟ age assemble into four classes. Among them 15-30 years of
age were 15 individuals. 31-45 years of age were 18 people. 46-60 years of age were 10 people.
Over 60 years of age were 7 people. So I can state that a large portion of the respondents are
between 31-45 years of age. I can see the proportion of the diverse age amass individuals as
pursues on pie diagram.

20
3 Q Occupation

Occupation Frequency Percent Valid Percent cumulative Percent

Service Holder 19 38.0 38.0 38.0
Business Person 24 48.0 48.0 86.0
Others 7 14.0 14.0 100.0
Total 50 100.0 100.0 50

My sample size was 50. Among them I found that there is 19 Service holder and 24 Business persons
And 7 others. I can also see that 38 % Service holder and 48 % Business persons &
14 % others was my respondent. The ratio can be seen in the pie chart:

21
Q.4. When this branches employee promises to do something by a certain time, it does so.

Frequency Percent Valid percent Cumulative

Strongly
Disagree 2 4.0 4.0 4.0
Disagree 26 52 52.0 66.0
Uncertain 5 10 10.0 14.0
Strongly Agree 14 28.0 28.0 94.0
Agree 3 6.0 6.0 100.0
Total 50 100.0 100.0

When this branches promises to do something by a certain time, it does so. My sample size was
22
 50. Here analysis shows that among the total respondents 26 persons were disagreed and 14 persons
were agreed with this question. Also we found that 5 persons were neutral and 2 persons were
highly disagreed. The ratio among them was shown below in bar chart:

5 Q when you have a problem, the employee shows a sincere interest in solving your problems
.This branches shows a sincere interest in solving your problems

Frequency Percent Valid percent Cumulative

Agree 3.0 6.0 6.0 6.0
Uncertain 14.0 28.0 28.0 34.0
Disagree 26.0 52.0 52.0 86.0
Strongly Agree 7.0 14.0 14.0 100.0
Total 50.0 100.0

23
 Principle Branch Pubali Bank shows sincere interest in solving it. After analysis this statement
we found that most of the respondents were agreed which were 26 persons. Also found that 14
persons were neutral with this statement and 3 people were committed with disagree. The ratio
was shown in the bar chart:

6 Q The employee performs the right service at first.

The employee performs the right service at first time

Frequency Percent Valid percent Cumulative

percent
Strongly Disagree 2 4.0 4.0 4.0
Disagree 8 16.0 16.0 20.0
Uncertain 17 34.0 34.0 54.0
Agree 17 34.0 34.0 88.0
Strongly Agree 6 12.0 12.0 100.0
Total 50 100.0 100.0
24
Total sample size was 50. Here analysis shows that among the total respondents 17 persons
were agreed with this statement. They surmise that Principle Branch Pubali Bank plays out the
administrations right the first run through. 6 individuals were emphatically concurred with this
announcement. Also17 people were impartial and whatever is left of the respondents were
differ and unequivocally oppose this idea. The proportion between them appears in bar
outline:

25
7 Q This branch provides its services at the time it promises to do so.
Branch provides its service at the time it promises to do so

Frequency Percent Valid percent Cumulative

percent
Disagree 3 6 6 6
Uncertain 13 26 26 32
Agree 26 52 52 84
Strongly Agree 8 16 16 100
Total 50 100 100

Principle Branch Pubali Bank provides its services at the time it promises to do so. Here analysis
shows that most of the respondents are agreed with this statement. Among them 26 persons agreed and
8 persons were strongly agreed and 13 persons were neutral about that statement. But there were no
strongly disagreed persons with this statement. The bar chart shows below

Q 8 Principle Branch Pubali Bank keeps you informed about when services will be
26
 Performed.

Raman corporate branch keeps you informed about when services wil be performed.
Frequency Percent Valid percent Cumulative percent

Strongly
Disagree 3 6.0 6.0 6.0

Disagree 23 46.0 46.0 70.0

Uncertain
9 18.0 18.0 24.0
Strongly
Agree 10 20.0 20.0 90.0
Agree 5 10.0 10.0 100.0
Total 50 100.0 100.0

Principle Branch Pubali Bank keeps clients educated, when administrations will be performed.
Add up to test measure was 50. Here investigation demonstrates that the greater part of the
respondents were oppose this idea. 10 people groups were concurred and 5 people groups were
firmly concurred. 23 individuals differ and 3 individuals unequivocally oppose this idea. The bar
diagram appears below:

3.3 Statements in the Responsiveness Dimension

27
 Q 9.The employees in Principle Branch Pubali Bank give your prompt service.

The employees in Principle Branch Pubali Bank give your prompt service

Frequency Percent Valid percent Cumulative percent

Disagree 5.0 10.0 10.0 10.0
Uncertain 16.0 32.0 32.0 42.0
Agree 27.0 54.0 54.0 96.0
Strongly 2.0 4.0 4.0 100.0
Agree
Total 50.0 100.0 100.0

Q10 The employees in this branch always willing to help you.

The employees in this branch always willing to help you
28
 Frequency Percent Valid Cumulative
percent percent
Uncertain 12 24 14 24
Agree 29 58 58 82
Strongly 9 18 18 100
Agree
Total 50 100 100

Employees in Principle Branch Pubali Bank are willing to help you. With this statement no one
were disagreed or strongly disagreed. Strongly agreed were 9 people, 29 persons were agreed and
12 people were neutral. The bar chart shows below:

Q 11. The employees of the branch are never too busy to respond to your request
The employees of the branch are never too busy to respond to your request

29
 Frequency Percent Valid Percent Cumulative Percent

Disagree 1 2 2 2
Uncertain 11 22 22 24
Agree 29 54 54 78
Strongly Agree 09 22 22 100
Total 50 100 100

Employees in Pubali Bank ltd are never too busy to respond to your request. After investigation
this announcement I found that the majority of the respondents are concurred with this
announcement. Among the aggregate respondents 09 people were firmly concurred and 29 were
concurred. 11 people were nonpartisan and 1 individual was oppose this idea. Nobody was
unequivocally oppose this idea. The bar graph is given below:

3.4 Statements in the Assurance Dimension:

30
 Q 12 The behavior of the employees of the branch inspires confidence in you The

behavior of the employees of the branch inspires confidence in you

Frequency Percent Valid Percent Cumulative Percent

Disagree 28 56 56 56

Uncertain 4 8 8 64
Agree 13 26 26 90
Strongly Agree 5 10 10 100
Total 50 100 100

The behavior of employees in Principle Branch Pubali Bank inspires confidence in you. Here
analysis shows that most of the people were disagreed. Among the total respondents 28 persons
were disagreed, 13 persons were agreed and 5 were strongly agreed There was no strongly
disagreed. The figured as the bar chart given below:

Q 13 You feel safe in your transactions with in this branch.

31
 You feel safe in your transactions with this branch

Cumulative
Frequency Percent Valid Percent Percent
Disagree 5 10 10 10
Uncertain 16 32 32 42
Agree 23 46 46 88
Strongly 6 12 12 100
Agree
Total 50 100 100

With this announcement the majority of the respondents were concurred. Among the aggregate
respondents 23 people were concurred with this announcement and 6 people were unequivocally
concurred. 16 people were unbiased and 5 people were oppose this idea. Be that as it may, there
were no emphatically differ individuals. The pie diagram demonstrated as follows:

32
 Q 14. The employees of this branch understand your specific needs.
The employees of this branch understand your specific needs

Frequency Percent Valid percent Cumulative Percent

Disagree 5 10 10 10
Uncertain 21 42 42 52
Agree 20 40 40 92
Strongly agree 4 8 8 100
Total 50 100 100

Employees of principle Branch Pubali Bank understand your specific needs. With this statement
most of the respondents were neutral. Among the total respondents 20 people were agreed and 4
persons were strongly agreed. 5 people were disagreed. The ratio between them is given below as
the bar chart:

33
 3.6 Statements in the Tangibles Dimension:

Q 15. Principle Branch Pubali Bank has modern-looking and hi-tech equipment’s.

The employees of this branch understand your specific needs.

Cumulative
Frequency Percent Valid Percent Percent
Strongly 5 10 10 10
Disagree
Disagree 25 50 50 60
Uncertain 16 32 32 92
Agree 4 8 8 100
Total 50 100 100

Principle Branch Pubali Bank has modern-looking and hi-tech equipment’s. Here analysis shows
that most of the respondents were disagreed with this statement. Among the total respondents 50 %
were disagreed, 32 % were neutral and 8 % were agreed. The ratio among them is given below as
the pie chart:

34
 Q 16. The employees of this branch appear neat.

The employees of this branch appear neat

Disagree 5 10 10 10
Uncertain 21 42 42 52
Agree 18 36 36 88
Strongly 6 12 12 100
agree
Total 50 100 100

Principle Branch Pubali Bankes employees appear neat. Here analysis shows that majority were
neutral. Among the total respondent 21 respondents were neutral 18 people were agreed and 6
respondents were strongly agreed. The rest were disagreed and strongly agreed. The ratio among
them is given below as the bar chart:

35
 3.7 Statements in the Satisfaction Dimension:
Q 17. How satisfied are you with the behavior of this branch staff
Satisfied are you with the behavior of this branch staff

Highly 6 12 12 12
Dissatisfied
Dissatisfied 26 52 52 64
Uncertain 12 24 24 88
Satisfied 6 12 12 100
Total 50 10 100

How satisfied are you with the behavior of principle Branch Pubali Bank staff? From this
question I found that 52 % respondents were dissatisfied & 12 % were highly dissatisfied. Also I
can see that 24 % respondents were neutral and 12 % respondents were satisfied. The ratio
among them is given below as the pie chart:

Q 18. How satisfied are you with the fees/service charges of the branch

36
How satisfied are you with the fees/service charges of the branch

Frequency Percent Valid Percent Cumulative Percent

Uncertain 8 16 16 16
Satisfied 17 34 34 50
Highly 25 50 50 100
Satisfied

Total 50 100 100

Here, analysis shows that most of the respondents were highly satisfied with the fees/service
charge of the principle Branch Pubali Bank. Among the 50 respondents‟ 25 respondents were
highly satisfied and 17 respondents were satisfied. There is no any dissatisfied. The ratio among
them is given below as the bar chart:

Q 19. How satisfied are you with the cheque book/ delivery.
37
 Frequency Percent Valid Cumulative
Percent Percent
Highly 1 10 10 10
Dissatisfied
Dissatisfied 6 58 58 68
Uncertain 18 22 22 90
Satisfied 25 10 10 100
total 50 100

Here we found that most of the respondents were dissatisfied with the cheque book/ delivery of
Principle Branch Pubali Bank. Total sample size was 50. Among the total respondents 6
respondents were dissatisfied and 25 respondents were satisfied. Others were uncertain and highly
dissatisfied. The ratio among them is given below as the bar chart:

20. Would you recommended this branch to your relatives/friends/colleagues

38
 Frequency Percent Valid Percent Cumulative
Percent
Yes 30 40 40 40

No 20 60 60 100

Total 50 100 100

Our last question was would you recommend Principle Branch Pubali Bank to your relatives,
friends or colleagues? Here, it is obvious that 20 respondents were said no and 30 respondents were
said yes. So, from this I can conclude that most of the respondents that is about 60 percentages of
total respondents did not recommend Principle Branch Pubali Bank to their relatives, friends or
colleagues.

39
 Chapter Four

Finding, Recommendations and

Conclusions

40
Findings:

1. At the point when Principle Branch Pubali Bank certifications to achieve to accomplish
something by a specific time, it does as such. After investigation this announcement, I found
that the vast majority of the respondents give their supposition as an oppose this idea.

2. This present clarification examination exhibits that the vest larger part of the reacts think this
declaration is right. Guideline part of Pubali Banks shows a genuine premium.

3. The conduct of the representatives of the Principle Branch Pubali Bank increment trust in
client.

4. I found that the majority of the respondents think they feel safe while they executed with
Principle Branch Pubali Bank.

5. The workers in Principle Branch Pubali Bank have the learning to address customers‟
questions. After investigation I found that the majority of the respondents were concurred with
this announcement.

6. Guideline Branch Pubali Bank gives client singular consideration

7. The conduct of the representatives of the Principle Branch Pubali Bank moves trust in client.

8. I found that the greater part of the respondents think they feel safe while they executed with
Principle Branch Pubali Bank

9. Pubali Banks employees have answer of every questions of customers. After I analyses most of
customer agree with that.

Recommendation:

1. Principle Branch Pubali Bank ought to be more resolve to accomplish something by a specific
time. Since I found that the vast majority of the clients have given the differ assessment with
the announcement.

41
2. Principle Branch Pubali Bank ought to be more speak with their clients when administrations
will be performed. Since I found that a large portion of the clients have given the differ feeling
with the announcement

3. To move trust in client's mind the workers of Principle Branch Pubali Bank conduct ought to be
increasingly compelling. Since I found that the vast majority of the clients have given the differ
conclusion with the announcement

4. Principle Branch Pubali Bank of Pubali Bank ought to be give progressively singular regard for
their clients. Since clients believe that they don't get enough individual consideration.

5. To rouse and energize the clients of Principle Branch Pubali Bank ought to be use greetings
tech gear's and upgrade in to current looking

6. Principle Branch Pubali Bank ought to be automate every one of its capacities and ought to
give web based managing an account office at all branches.

7. Principle Branch Pubali Bank ought to be progressively adaptable if there should arise an
occurrence of check book/conveyance. Since I found that the greater part of the clients were
very disappointed for the inquiry is the manner by which fulfilled are clients with the check
book/conveyance.

8. Clients are continually eager to get their administration at once. Since I found that the vast
majority of the clients were disappointed for the inquiry is the means by which fulfilled are
clients with the time clients need to hang tight for an administration in Principle Branch Pubali
Bank.

9. Principle branch should make warm and friendly environment to every client. I saw some of
clients ignore by employees. They should try token system services with limited time for every
customer.
By considering the above recommendations the Principle Branch of Pubali Bank can improve
their service quality and satisfied their customers with effectively and efficiency and makes
them loyal customers of Pubali Bank ltd.

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Conclusion:

This report is a push to mirror a reasonable thought regarding the customers‟ fulfillment of
administration nature of Principle Branch Pubali Bank of Pubali Bank ltd. From my exploration I
likewise discovered quality has greater need as far as choosing the distinctive sort of plans as indicated
by the client discernment. I present this investigate the premise of the information and experience
picked up amid the temporary job time frame. All through the report my goal is to search and discover
the consumer loyalty of administration nature of Principle Branch Pubali Bank. From this report I
found that the greater part of the clients of the bank are can take a few endeavors, noted prior as
proposals. Considering the volume of activity and confinements of assets and legitimate administration
the bank is improving the situation than numerous cutting edge banks. On the off chance that it's
workable for the bank the board to give prescribed administrations, the impression of the clients will
be certain about the administration nature of the Principle Branch Pubali Bank.

Principle Branch Pubali Bank began with a dream to be the most productive budgetary mediator in the
nation and it trusts that the day isn't far-removed when it will achieve its ideal objective. Standard
Branch Pubali Bank anticipates another skyline with a particular mission to wind up an exceptionally
aggressive present day and straightforward foundation practically identical to any of its sort at home
and abroad.

Reference
 http://www.nrbbankbd.com/

 www.nrbbankbd.com/wp-content/uploads/2018/06/Annual-Report-2017-Final-2.pdf

 www.nrbbankbd.com/wp-content/uploads/2017/07/Annual-report-2016.pdf

43
  www.nrbbankbd.com/oldsite/wp-content/uploads/2016/.../Nrb-Annual-Report-2015.pdf

Appendix

(Sample Questionnaire)
A Survey on Customer Satisfaction in Principle Branch Pubali Bank
1. Name....................................................................................
2. 2. Gender
a) Male b) Female
3. Age
a) 15-30 years b) 31-45 years c) 46-60 years
4. Occupation
a) Service Holder b) Business person c) Other.................

5. Perception Statements in the Reliability Dimension :

Serial About Strongly Agree Neutral Disagree Strong

Agree Disagree

5 When this branches employee 5 4 3 2 1

promises to do something by a
Certain time, it does so.......

6 When you have a problem, the 5 4 3 2 1

employee Shoes a sincere interest
in solving your problems.....

7 The employee performs the right 5 4 3 2 1

service at first time

8 This branch provides its eservices 5 4 3 2 1

at the time it promises to do so.....

9 Principle branch 5 4 3 2 1

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Keeps you informed about when
services will be performed.....

45
 Statement in the Satisfaction Dimension:

Serial About Strongly Agree Neutral Disagree Strongly

Agree Disagree
10 How Satisfied are you with the 5 4 3 2 1
behavior of the branch
Staff..........................
11 How satisfied are you with the 5 4 3 2 1
fess/service charges of the
branch....................
12 How satisfied are you with the 5 4 3 2 1
cheque book/delivery.....
13 Would you recommended this 5 4 3 2 1
branch to your
relatives/friends/colleagues....

Statements in the Responsiveness Dimension :

Serial About Strongly Agree Neutral Disagree Strongly

Agree Disagree
14 The employees in NRB 5 4 3 2 1
Bank give your prompt
15 The employees in this branch 5 4 3 2 1
always willing to help you.....
16 The employees to the branch 5 4 3 2 1
never too busy to respond to
your request.........

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Statements in the Assurance Dimension;

Serial About
Strongly Agree Neutral Disagree Strongly
Agree Disagree
17 The behavior of the 5 4 3 2 1
employees of the branch
inspires confidence in you.....

18 you feel safe in your 5 4 3 2 1

transactions with in this
Branch

19 The employees of the branch 5 4 3 2 1

understand your specific
needs.....

Statements in the Assurance Dimension :

Serial About
Strongly Agree Neutral Disagree Strongly
Agree Disagree
20 Principle 5 4 3 2 1
branch has modern-looking
and hi-tech equipment’s.....

21 The employee of this branch 5 4 3 2 1

appear neat.

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