Study on Effective Factors of Client Trust in NBL

Study on Effective Factors of Client’s Trust in Perspective of National Bank Limited

Company background
National Bank Limited has its prosperous past, glorious present, prospective future and under
processing projects and activities. Established as the first private sector bank fully owned by
Bangladeshi entrepreneurs, NBL has been flourishing as the largest private sector Bank .The
members of the board of directors are creative businessmen and leading industrialists of the
country. To keep pace with time and in harmony with national and international economic
activities and for rendering all modern services, NBL, as a financial institution, automated all its
branches with computer networks in accordance with the competitive commercial demand of
time. The expectation of all class businessmen, entrepreneurs and general public is much more to
NBL. At present we have 145 branches under our branch network. In addition, our effective and
diversified approach to size the market opportunities is going on as continuous process to
accommodate new customers by developing and expanding rural, SME financing and offshore
bank Facilities.

Objectives of NBL
Consolidation our position in the competitive market by introducing innovative banking
products.

Ensuring highest possible dividend to the respected shareholders by making best use of their
equity.

 Offering quick and improved Clients service through application of modern
information technology.

 Playing an important role in the national progress by including improved
banker customer relationship.

 Pursuing the policy of nurturing balanced growth of the bank in all sectors.

 Ensuring highest possible dividend to the respected shareholders by making best use of
their equity.

 Consolidation our position in the competitive market by introducing innovative banking
products

 Ensuring highest professional excellence for our workforce through enhancement of their
work efficiency, discipline and technological knowledge.

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 Expanding the bank‟s area of investment by taking part in syndicated large
loan financing.

 Upholding the image of the bank at home and abroa d by pursuing dynamic
and time benefiting activities.

 Ensuring maintenance of capital adequacy, comfortable liquidity, asset
quality and highest profit through successful implementation of the
management corers programs.

Departments of National Bank Limited in jurain branch

National bank in jurain branch is a new branch and also very small branch. Nine employees are
work in the branch. Here have

 loan department
 Bills and clearing department
 accounts opening department
 deposit department
 cash department
 Foreign Remittance department

Loan department
Loans and advance is a major earning source of a bank.NBL is an also very careful to provide
loan, normally NBL sanction loan to individual, small or medium or large industries. Actually
loans give of the bank‟s deposit, against valuable security.

NBL follow some general rules or principle to provide loan to its client

 The bank should provide suitable credit services and products for the markets in which it
operates.

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 Loans and advance shall normally the financed customer deposits and not out of the
share, temporary funds or borrowing from other Banks.

 Credit will be allowed in manners who will in no way compromise the bank‟s standards
excellent and to customer who will complement such standard.

 All credit extension must comply with the requirement of banking companies. Act 1991
and Bangladesh bank‟s instructions amended from time to time.

 The aggregate of all cash facilities shall not exceed 80% of customer deposits. It is
further governed by the statutory and liquidity reserve requirement of Bangladesh Bank.

Bills and Clearing department
The bills and clearing department performs there for collection purpose.

This purpose happens through two ways

1. Through clearing house

 Every member bank of the clearing house prepares a bank wish list of
cheques and draft received from its customers and drawn on different banks.

 Representative of each bank visits the Clearing House with the cheques and their list in
the morning and delivers the cheques and draft to the represen tative of the
respective banks.Similarly,he/she also receives the cheque s drawn on
his/her bank from the representatives of the other banks.

 The representatives return to their respective banks to meet in the afternoon to return the
dishonored instrument, if any to the representative of the respective banks.

 The representative of the each bank computes the final balance payable or receivable by
this bank or other bank from other bank from other banks after taking into account the
various amount of receipts and payment.

 The final statement is effective by the supervisor of the clearing house by debiting or
crediting. As the case may be accounts of the respective banks as maintain with the
clearing house.

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2. Registers:
For collection purpose maintains some register such as-

 Local Bill for Collection (LBC)

 Outward Bills for collection (OBC)

 Inward bills for collection (IBC)

Accounts department
Deposit Account:

 Current Account (CD)

 Short term deposit A/C (STD)- rate of interest 5.5%-6%

 Saving A/C (SD)- rate of interest 6%

 Fixed deposit Receipt (FDR)

How to open an Account

 First interact with the client and understand his/her interest to open an A/C,
address, profession, social status, and also his referee.

 Must have logical explanation to open the A/C

 Current photograph.

Asked for some papers:

1. Tax indentation notes (TIN)

2. Photocopy of passport

3. Trade license

4. Introduce mark on the form, from any employee of NBL

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5. Employment cerate.

If joint A/C:
1. Declaration- who will withdraw money?

2. Notice from client-if client want to withdraw more ¼ than of their deposits or more than 50
thousand, notice must give before 1 week of withdraw

3 If it is a company‟s A/C then manager is must after fulfillment of all requirements client is
permitted to open an account.
.

Different types of Current Accounts:
Individual

Proprietorship

Partnership

Company

Club, society etc

Who can open an FDR?
Fixed deposit Recite is made for different containing interest rate

 Any legal, mentally fit person can open FDR. In time of opening on photo and
introducer is needed. FDR is made for any amount.

 Duration of interest rate:

 Fixed deposit Recite is made for different containing interest rate.

 Duration Interest Rate 3 months 9 % (below tk. 10 Lac), 11% (above tk. 10 Lac) 6 months 9.5 % (
below tk. 10 Lac), 11.5% (above tk. 10 Lac) 12 months 10 % ( below tk. 10 Lac), 11.5% (above tk.10
Lac)

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Rules of FDR:
But in case of 12 or 14 months bank cut up 6 month. After that if any slab then according to this
he gets IR.

 Normally after maturity and following necessary rules holder FDR can withdraw total
money with interest rate.

 But if the holder wants to withdraw his money before maturity then he does not get any
interest, but withdraw deposited money.

 In case of premature FDR no penalty, no IR in 3 or 6 months FDR.

 But in case of 12 or 14 months bank cut up 6 month. After that if any slab then according
to this he gets IR.

 Upon interest rate 10% income tax must cut up.

NBL monthly saving scheme (NMS):
It is an attractable savings project for limited income group, national Bank Limited
got quick take monthly for 5-10 years.

NBL deposit scheme (NDS):
The scheme will be titled as NDS. The period of deposit will be 3 years. Credit facilities up to
80% are allowed against lien on balance of NDS A/C, at 15% rate of interest
of quarterly rest.

Deposit department

Convenience is the key feature of the banking program of National Bank Limited. The aim of
NBL is to provide of easy excess to his or her account from any branch and ultimate from
anywhere. Recognizing the need of the customer.NBL has recently networking all of the
branches in National, Narayangonj, Chittagong and sylhet to permits its valued customer to carry
out transaction from any branch. Cash withdraw or deposit or any type of personal
banking.Transection can be using the any branch banking service. All transaction under any
branch banking are absolutely free of charge.

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Cash and cheek deposit into one‟s Account from any branch of the bank.

The following services are available under any branch Banking:

 Cash withdrawal from account from any Branch of the bank.

 Cash and cheek deposit into one‟s Account from any branch of the bank.

The activities of cash department:

This cash department deals with cash, maintain the register of incoming and outgoing of cash
flows. Cash department have to properly maintain cash management policy. Within this policy
cash department performs activity through some steps and follows some policy. Especially
insurance policy. Types of insurance policies maintain in this department for getting insurance
coverage. Cash in safe insurance: up to taka 500000 coverage cash on counter Insurance: up to
taka 100000 coverage cash in transit insurance: up to taka 1000000 coverage.

Foreign Remittance Department:

In this department deal foreign remittance activities. They work for western union, money gram,
samba ECT. Here party declaration is very important. Because the bank needs to provide the
report to Bangladesh bank within five days a month. Here asked for some papers-

 Voter ID card
 Pin number
 Phone number
 Sender name

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1. Introduction:

National Bank Limited (NBLBank) is the first private sector bank fully owned by Bangladeshi
entrepreneur. It was set up the President of the People's Republic of Bangladesh Justice
Ahsanuddin Chowdhury inaugurated the bank formally on March 28, 1983 but the first branch at
48, Dilkusha Commercial Area, Dhaka started commercial operation on March 23, 1983. The
2nd Branch was open on 11th may 1983 at khatungonj, Chittagong. At present, NBL has been
carrying on business through its 139 branches and 15 SME / Agra Branches (total 154 service
locations) spread all over the country. It was drawing agreement with 415 correspondents in 75
countries of the world, as well as with 37 overseas Exchange Companies located in 13 countries
The Government of the people‟s republic of Bangladesh now holds 32.75% of the share capital
of the bank. Directors and sponsors having vast experience in the field of trade and commerce
own 8.62% of the share capital and the rest is held by the general public.

Over the past ten years, banking system becomes accustomed to accepting the rapid pace of
changes in terms of product and services. Change such as computerized banking, international
master card, visa card, power card etc, have been introduced. Banks and Financial Intuitions play
an important role in financial inter-mediation and thereby contribute to the overall growth in the
economy. A bank is a financial institution whose primary activity is to act as payment agent for
customers and to borrow and lend money. Banks have influenced economics and politics for
centuries. The primary purpose of a bank is to provide loans to trading companies. Banks
provided funds to allow business to purchase inventory, and collected those funds back with
interest when the goods were sold. Banking services have expanded to include services directed
at individuals and risk in these much smaller transactions is pooled.
Banking Industry in Bangladesh is fully guided by the Central Bank, i.e. Bangladesh Bank.
However different Bank has different management systems, operational techniques and different
guidelines. The banking system of Bangladesh is composed of variety of banks working as
Nationalized Commercial banks, Private Banks, Foreign Banks and Development Banks.
However, there are many private Banks in Bangladesh. At present among other banks NBL Bank
Limited operating their banking operations effectively and efficiently and providing bank
services with a view to acceleration socio-economic development of the country. NBL Bank is

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one of the best private banks in Bangladesh in terms of efficiency, capital adequacy, asset
quality, sound management and profitability having strong liquidity. Adoption of modern
technology both in terms of equipment and terms of banking practice ensures efficient service to
clients. Day by day new competitors appears with better ideas and products as well as services.

Mission
Efforts for expansion of our activities at home and abroad by adding new dimensions to our
banking service are being continued unabated. We are also putting highest priority in ensuring
transparency, account ability improved clients service as well as to our commitment to serve the
society through which we want to get closer and closer to the people. National and international
requirements are the desired goal we want to reach.

Vision
Ensuring highest standard of clients service through best application of latest information
technology .making due contribution to the national economy and establishing ourselves firmly
at home and abroad as a front ranking bank of the country are our vision.

Organization Principles of NBL Bank Limited
Flat and flexible organization with few levels of management and broad spans of control,
including project teams and task forces. Networking and horizontal communication are
encouraged with clear accountability of the mangers and the hierarchy.

Clear levels of responsibility and well-defined objectives are a must. Teamwork and networking
do not affect the manager‟s responsibilities; a team has always a responsible leader.
A structure which assures operational speed and personal responsibility, with strong focus on
results, reducing bureaucracy as much as possible.

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2. Purpose of the study:

In the research we will talk about how NBL bank can take control over the business client in the
bank. How bank build the trust of business client. In NBL bank business Clint means who have
maintain current account with company name. Business clients are always important for the
bank, because it give a huge reserve for the bank. NBL bank gives an extra attention for business
client at the beginning of the bank. The purpose of the study is to locate the impact of “person
related” service characteristic the parameters are politeness and similarity. The next one is “offer
related” service characteristics the parameters are customization, and reliability. With these
parameters the researcher has to examine the trust of business clients in respect to NBL bank
service. In order to develop strong relationships with small business owners, it is very important
for the relationship manager at banks to build Trust. Our purpose is to find out is there any
relationship between those above factor or not, if there is a relation among those factors then we
find out that how much this factors are related with each other.

3. Problem of the report:

The statement of problem is to understand that, how a relationship manager of NBL bank built
up the trust to their customer. This is an important factor for the business of NBL bank. Because
this is a new branch and they have to know the expectation of this area‟s people. We also try to
find out that, Is there any factor that affect to build the trust to the customer. The unsatisfied
clients will look for other service provider and the satisfied clients will continue the service that
is being provided whose service exceeds the expectations in order to retain the customers in the
highly competitive market better service quality should be executed. To make a good business of
the bank the relationship manager will have to focus on some factor to build up the trust and in
this research we will find out the factors.

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4. Objectives of the report:
The endeavor of this report is to endow me with valuable practical knowledge about banking
operation and activities and analyze the performance of the National Bank Limited. The
objectives of the study were to determine the customer perception about the trust for National
Bank Limited. It gave the management an idea about the quality of the service that they are
providing and will help them to make decision to improve and make more trust in the customer

5. Literature review:

In this section of research we will discuss about the research factor, that means dependent
variable and independent variable which is important for the research.

A) Trust:

Trust has always been a key construct in the development and management of long run
relationship, and the concept has therefore been extensively researched. Trust is a very complex
construct and it is multidimensional. it depend on different aspect. Trust represent a willingness
to be placed in a position of vulnerability based on having positive expectations of another
party‟s future behavior.Moorman et al. (1992) define trust as “a willingness to rely on an
exchange partner in whom one has confidence.” As stated by Coulter and Coulter (2002) higher
levels of trustworthiness lead to a higher level of co-operation and lower levels of perceived risk
and uncertainty and vice-versa. Zineldin (1995) argues that 98 percent of the firm studied
considered trust and confidence very important to the banking relationship. In the context of a
banking relationship, since the relationship manager is the client‟s point of contact with the bank,
trust is defined as a client‟s strong belief in the honesty, truthfulness, justice, or power of
relationship-managers (service representatives) to guide and solve the clients‟ business issues.
Trust influences the quality of interactions of the client to the relationship.

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B) “Person-related” service characteristics: politeness, and similarity.

Politeness: Politeness is best expressed as the practical application of good manner or etiquette.
It is a culturally-defined phenomenon, and therefore what is considered polite in one culture can
sometimes be quite rude or simply eccentric in another cultural context. To satisfy and retain
clients at banks, banks employ people who are polite and/or train relationship-managers to be
polite. Politeness refers to the degree to which the service provider is perceived as being
considerate, tactful, deferent, or courteous (Coulter and Coulter, 2002).

Similarity: To reduce the intangibility of the services provided and to reduce the risk perceived
by customers, one strategy might be to employ relationship-managers who are similar to their
clients. Crosby et al. (1990) define similarity based on comparable tastes, preferences,
appearance, life styles, social class, and/or education level as the degree to which a customer
perceives himself/herself to be similar to the service representative (a particular relationship-
manager at banks). We expect that perceived similarity between customers and relationship-
managers will contribute towards initial feeling of empathy and hence, play a strong role in
building an initial relationship. As argued by Coulter and Coulter (2002, p. 38), similarity allows
customers to identify with their service representative on a personal level. This ideation reduces
interpersonal barriers, raises comfort levels, and contributes toward the establishment of trust. In
that regard, Woodside and Davenport (1974) found that sales people or service representatives
who are perceived as being similar to their customers are more influential in changing attitudes
and opinions than dissimilar representatives.

C) “Offer-related” service characteristics: customization, and reliability.

Customization: Customization is the service representatives‟ ability to vary the services offered
in term of spec NBL service attributes in order to suit the individual customer‟s needs (Coulter
and Coulter, 2002). In the banking Industry, because the competence of relationship manager is

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necessary to indentify the individual clients needs customization is often linked to empathy and
competence. Customization is one of the factors which will grow up the trust of business client.

Reliability: Reliability of the service provider is the delivery of the services (products) in a
dependable manner (Parasuraman et al., 1988). In effect, it is the delivery of the same or nearly
the same quality of service over time.

Conceptual Frame work of research variables

Person –Related
Politeness
Similarity

Trust
Offer- Related
Customization
Reliability

“Person-related” service characteristics: politeness, and similarity.
“Offer-related” service characteristics: customization, and reliability.

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Research question:

The study proposes to investigate the following research question:

RQ 1: Is there any sign NBL and relationship between “Person-related” service characteristics
like (politeness, similarity.) and Client‟s trust in perspective of NBL bank?

RQ 2: Is there any sign NBL and relationship between “Offer-related” service characteristics:
(customization, reliability) and trust in perspective of NBL bank?

Hypothesis of the research:

H1: It is hypothesized that “Person related” service characteristic (politeness, similarity.) is
positivity related with the client’s trust in perspective of NBL Bank.

Person related:

According to Coulter and Coulter (2002, p.38) and Kotler (1997, p.469), to reduce uncertainties
associated with early service encounters, clients look for signs or evidence of service quality and
draw inferences about service quality from the place, people, equipment, communication
material, symbols, and prices that they see.

Even in an unknown place, if a client is able to find sign NBL and familiarities, the barriers
around his mind because of the fear of the unknown will be demolished and his/her mind will
open up to a broader way of thinking. These familiarities range from as little as a proper
equipped office to well trained office staff. Behavior is also a key part of trust building. These
first steps are crucial as it builds up a solid trust between the client and the service provider. It
expected that politeness, and similarity attitude are particularly important to the establishment of
trust in the early stages of a service relationship in the banking Industry.

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H2: It is hypothesized that “Offer-related” service characteristic (customization, reliability) is
positivity related with the client’s trust in perspective of NBL Bank.

Offer related:
When the initial stages of trust building are moving along smoothly the service provider should
not stop there. He should try to create his relationship with the client via other means. One of
which is Offer related services. Customers are always looking for signs of improvement as their
inner amateur critics never go away. When the People Related part of the trust building process
will go on and the client will continue buying your service he will look for and eventually find
room for improvement as human demands are unlimited. The good behavior and other aspects
which previously satisfied him will no longer suffice his wants. So if the service provider
customizes his services to meet the demands and little wants of the client then the gap between
the relationships of the client with the service provider will be further narrowed. Thus the client
will feel that truly his needs and wants are the service provider's most priority. Thus, it expected
that the importance of “offer-related” characteristics on perceptions of trust would increase as
clients gain experience with which to judge the services offered.

6. Limitation of the study:

Always in every work we may face some problem. I am facing some problem during this
research. It maintains that NBL bank jurain branch is a new branch that why I can‟t found
enough respondent for my research. All respondent are so busy to do their work so they did not
give me an adequate amount of time. So this is a real problem for this research. After gather data,
findings can be more difficult and time consuming to characterize in a visual way. Choose the
right respondent is a difficult work for the research because a large percentage depend on his/her
comment. The main limitation of this report is Bank‟s policy of not disclosing some data and
information for confidential reason, which could be very much useful for the report. It is difficult
to make an information based rich report in a short time period. Time period of twelve week was
too limited to get practical experience. Last but not the least electricity of Bangladesh gives me
huge pain as usual.

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7. Sources of Data:

I am doing my internship in NBL bank at jurain branch. This is a new branch of NBL bank, so
to build up their business at jurain they want to know after 6 months, that there business client
trust them enough or not. This is an exploratory research so we collect our secondary data from
different journal and establish our decision we collect our relevant data from survey of different
clients of NBL bank. To collect our data we will go for “communication study method”. To
collect our data we will use Semi –structure Questioners survey. We will also collect our data by
depth –interview to understand the business client is really think like ours or not.

Survey methodology is the field that studies the sampling of individuals from a population with a
view towards making decision about the population using the sample. Surveys provide important
information for all kinds of research fields. Since survey research is always based on a sample of
the population; the success of the research is dependent on the representativeness of the
population of concern. Main purpose of survey deign is Knowing what the client wants is the key
factor to success in any type of business. By this questionnaire survey we will try to find out that,
Is our dependent variable really depend on independent variable or not? That means we want to
find out the factor which will influence trust. I think the research could be successful if we
identify and select potential sample members, Contact sampled individuals and collect data from
those who are hard to reach.

For survey we will take the “personal Interview”, because the interview is the primary data
collection technique for gathering data in Qualitative methodology. An interview is called
personal when the Interviewer asks the questions face-to-face with the Interviewee. We will go
with this way because we taka a depth interview also. The reason for take this method because
the ability to let the Interviewee see, feel and/or taste a product. By surveying we select some
people who come to the bank and take NBL bank service. It also mention that I as an Interviewer
always give them knowledge about our research and make them educated .if we take this process
we will be successful of our research.

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8. Methodology:
I have to make a design or a model to do it. From the frame work we can understand that there is
a relationship between dependent variable and independent variable. To prove that we have to go
with a process that is called methodology.

8.1 Research design:

This is an exploratory research. Exploratory research is a type of research conducted for a
problem that has not been clearly defined. Exploratory research helps determine the best research
design, data collection method and selection of subjects. Exploratory research often relies on
research, it is inefficient to discover a new through the collection of primary data what has
already been done and reported at a level sufficient for management to make a decision. The
objective of exploratory research is to gather preliminary information that will help define
problems and suggest hypotheses. For the exploratory research we collected our secondary data
from different web site and NBL bank web-site. Those are the main source of data collection.

We are doing the Qualitative research. Qualitative research aim to achieve a dept understanding
of the situation. In our research we want to know that, actually what is the factor that affect on
trust to the client of NBL.

8.2 Sampling method:

The basic idea of sampling is that by selecting a number of elements in a population. In our
research population means total number of client at NBL bank. Our target population is the total
business client who takes the service from NBL bank. Sample size determination is the act of
choosing the number of observations or replicates to include in a statistical sample. The sample
size is an important feature of any empirical study in which the goal is to make inferences about
a population from a sample. My sample size is 30.

8.3 Survey Instrument

A structured questionnaire was used to collect data. The questionnaire consists of different parts
to gather information on the different variables under considerations. The questionnaire is the
best instrument for the survey. My questionnaire is Sami-structured question. Through this

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questionnaire I will do the dept interview also. By this dept interview I can observe of the
comments and their expectation.

You can find Survey instrument in appendix.

8.4 Data analysis process:

Data analysis is an important part of the research. After collected the primary & secondary data
we have to analysis it, to achieve our goal and make a correct decision.In qualitative research, on
the other hand, the information obtained from participants is not expressed in numerical form.
The emphasis is on the stated experiences of the participants and on the stated meanings they
attach to themselves, to other people, and to their environment. Those carrying out qualitative
research sometimes make use of direct quotations from their participants, arguing that such
quotations are often very revealing. We have to analysis this data by different way because it is a
Qualitative research.
We will use of the experimental method has transformed our understanding of attention,
perception, learning, memory, reasoning, and so on. However, qualitative research is of clear
usefulness within some areas of social psychology, and it can shell much light on the motivations
and values of individuals. As a result, investigators using interviews, case studies, or
observations often make use of qualitative data, although they do not always do so.

8.5 Discussion:
After analysis the data we have to discuss it is our research is true or not. Our main concern is
trust is depending on “Person-related” characteristics like politeness, similarity and also “Offer-
related” characteristics: customization, reliability. Mainly Bank are now a day not consider as a
business organization it is consider as a service related organization. I am doing my internship in
NBL bank; it is an old bank in Bangladesh. But recently the competition is high so NBL have to
attract their client by good manner and better service. We began our analysis by factor analyzing
responses to describe the respondents‟ feelings about their relationship managers. We found that
from our questionnaire survey the most of the people from respondents tell that their trust will

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build up by good behave, confidential service, understanding their bad situation, without
discrimination etc. those are the main factor to gain their confidence.

9. Significance of the study:

I am fully confident that this research will be really helpful to NBL bank. Because the employee
of NBL bank can know that what is the expectation of the clients of NBL bank. My branch is a
new branch in this jurain area. So if NBL bank jurain branch want to be in competition they have
to know the feeling and expectation of their clients. Bank is an institution where money factor is
evolve, this is a core asset for a person. So we have to build up highest level of confidant or you
can say „trust‟. Without giving them high level of trust they do not invest their money in NBL
bank. If we give them fully trust they might be switch their account from another bank. So our
bank will be done a great business from other competitor. This is the main significance of my
research. We found that trust builds by the person related characteristics and some Offer related
characteristics. We are successful to prove it.

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10. Findings:

The findings of the study are follows

 The National bank limited has a well defined organization structure. Clients are
connected the bank for a long time.

 Clients are satisfied the bank service.

 Clients are satisfied the managers honesty.

 National bank provides a friendly environment.

 Manager is very helpful if client face any problem.

 Sometime manager are discriminated one client to another client.

 Employees are very much polite with the client.

 Relationship the manager with the client is not dependable.

 Employees are providing the customized service for the client.

 Nation bank limited achieves the trust from the employee.

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1. From how many years you are connected with NBL Bank?

Number of years
connected 1 2 3 above 4

Result 6 7 11 6

How many yrs.they are connected to NBL?

12

10

8 Series1
Series2
6
Series3
4 Series4

2

0
1 2 3 4 5 6

2. Are you satisfied with NBL Bank service?

Option Yes NO Moderate None

Result 16 2 10 2

18
16
14
12
10
8 Series1
6
4 Series2
2 Series3
0
Series4
2. Are you Yes No Moderate Non
satisfied
with NBL
Bank
service?

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3. Do you think the relationship managers are honest?

Opinion YES No Somewhat agree Somewhat disagree

Result 20 3 3 4

the relationship manager are honest

25

20

Series1
15
Series2
Series3
10
Series4
5

0
1 2 3 4 5

4. What do you think your relationship manager at NBL Bank Is?

Trustworthy Inflexible None

20 6 4

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25 4. What do you think
your relationship
manager at NBL Bank
20 is……….
i) Trustworthy
15

10 ii) Inflexible

5
iii) None

0
1 2 3 4 5

5. Do the relationship manager providing you a friendly environment?

Opinion Satisfied Dissatisfied Moderate None

Result 15 7 7 1

16 5. Do the relationship
manager providing you a
14
friendly environment?
12 i) satisfied

10
ii) Dissatisfied
8

6
iii) Moderate
4

2
iv) None
0
1 2 3 4 5 6

6. Does the relationship manager at NBL Bank help you in case of any problem?

Opinion Responsive Fulfill your Worst than your
expectation expectation

Result 10 13 7

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14 6. Does the relationship
manager at NBL Bank
12 help you in case of any
problem?
10 i) Responsive

8

6 ii) Fulfill your
expectation
4

2 iii) worst than your
expectation
0
1 2 3 4 5 6 7

7. Does the relationship manager at NBL Bank discriminate with other clients?

Opinion Sometimes Frequently Rarely Never

Result 4 20 3 3

relationship manager of NBL bank discriminate with other
clients

25

20
Series1
15
Series2
Series3
10
Series4
5

0
1 2 3 4 5 6 7

8. Do the relationship manager at NBL Bank are polite with customer?

Opinion Always Sometimes Rarely Never

Result 20 5 3 2

29


25 8. Do the relationship
manager at NBL Bank are
polite with customer?
20
i) Always

15
ii) Sometimes

10
iii) Rarely
5

iv) Never
0
1 2 3 4 5 6

9. What do you think the relationship is experienced in this business?

Opinion Satisfied Dissatisfied Neural

Result 14 13 3

what do think the relationship is experienced in this buniess

16
14
12
Series1
10
Series2
8
Series3
6
Series4
4
2
0
1 2 3 4 5 6

10. What do you think relationship manager at NBL is dependable?

Opinion Satisfied Moderate Not really None

Result 5 7 11 7

30


12 10. What do you think
relationship manager at
10 NBL Bank is dependable?
i) satisfied
8

ii) Moderate
6

4
iii) Not really

2
iv) None
0
1 2 3 4 5 6

11. Does our relationship manager at NBL Bank provide you customized service?

Opinion Yes No Sometime

Result 13 5 12

14

12
10

8
Series1
6

4
2

0
Yes No Sometime

at NBLbank provide you customized service?

Does our relationship manager

12. As a client of NBL bank what do think, how can a relationship manager achieve your trust?

Opinion Satisfied Moderate Not really None

Result 11 7 5 7

31


as a client of NBL bank what do u think, how can a relationship
manager achieve your trust

12

10

8 Series4
Series3
6
Series2
4 Series1

2

0
1 2 3 4 5

11. Recommendation:

After done the research we find out many think about banks and the client of my bank. During
this research .I will give my recommend in different perspective. I will talk about the clients‟
perspective, for the research I have an opportunity to talk with some clients. Mainly those clients
who is my respondent for fill up the questionnaire. The employee of NBL was good enough but
they have to give the more afford to give the trust to the client that you will give them highest
priority. If the NBL not fulfills the expectation of the client they will switch their account. So if
bank want to establish a profitable business in this area bank have to go for it. Another
suggestion for the client is that they have to understand the limitation of the bank employee.
Employee cannot go over the system; if they can go they obviously do it for you. So clients have
to understand the situation. So those are my recommendation for the bank and clients.

 Clients are satisfied the bank service so try to make high level of confident to the client‟s
or you can say trust.
 Clients are not satisfied only friendly environment. They wants the security about their
money
 Good manner is important from the employee in the client of NBL
 Do not harassment or discriminated to any client for the unnecessary reason.
 Solve the customer problem as soon as possible manager and also all other employee.
32


 Information must be confidential which wants the client.
 Management should very flexible for the client and focus more quick service.
 Customer service should be pleasant and prompt
 Speed in General banking activities and made quick

33


12. Conclusion:

After analysis the secondary and primary data, we found some problems and solution for that
problem. In my research I try to find out that the relationship of dependent And Independent
variable. I mean to say the relationship of trust and other factor. The of NBL bank provide
service to their clients with the help of a skilled and dedicated workforce whose creative talents,
innovative actions and competitive edge make their position unique in giving quality service to
all institutions and individuals that they care for. So to fulfill their mission they have to capture
the client by achieving their trust. Our research is partly successful because we found the factor
of the trust.

From a client‟s perspective, as described by the greater the power of the service supplier (e.g. the
bank), the greater the likelihood that supplier will be able to dictate the terms of the service
relationship. In effect, a second type of risk the client faces is based on inertia; the longer the
relationship, the harder it is to switch; even if better offers are made by competitors .In order to
develop strong relationships with small business owners, it is very important for relationship-
managers at banks to build trust. In order to develop strong relationships with small business
owners, it is very important for relationship-managers at banks to build trust.

Trust depends on person- related service like politeness, similarity and so on. Because good
manner and good behave can change the people perception of people, that they thing bank is
more reliable to them. This is a best way to build up trust to client. Another obsession that offers
related service like customization, and reliability and so on. Which also influence clients trust?

By our research we found that if those person-related and offer-related service increase trust is
also in to the client of NBL bank. This will helpful to the bank that we might know that, what
they should do in future to build up the trust of their clients. Actually that was our aim to prove it
that trust depends on those factor.

34


References:

 Coulter, K.S. and Coulter, R.A. (2002), “Determinants of trust in a service provider: the
moderating role of length of relationship”, Journal of Service Marketing, Vol. 16 No. 1,
pp. 35-50.
 Crosby, L.A., Evans, K.R. and Cowles, D. (1990), “Relationship quality in service
selling: an interpersonal influence perspective”, Journal of Marketing, Vol. 54 No. 3, pp.
68-81
 Kotler, P. (1997), Marketing Management: Analysis, Planning, Implementation and
Control, 9th ed., Prentice-Hall, Englewood Cliffs, NJ.
 Moorman, C., Deshpande´, R. and Zaltman, G. (1992), “Relationships between providers
and users of market research: the dynamics of trust within and between organizations”,
Journal of Marketing Research, Vol. 29 No. 3, pp. 314-29.
 NBL website
 Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “Servqual: a multiple-item scale
for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64 No.
1, pp. 12-40
 Woodside, A.G. and Davenport, J.W. Jr (1974), “The effect of salesman similarity and
expertise on consumer purchasing behavior”, Journal of Marketing Research, Vol. 11 No.
2, pp. 198-202
 Zineldin, M. (1995), “Bank-company interactions and relationships: some empirical
evidence”, International Journal of Bank Marketing, Vol. 13 No. 2, pp. 30-43.

35


Appendix-1
Questionnaire for research

Name:
Age: Gender: Male Female
Occupation: Designation:
Account types:
Please give your honest opinion. There is no right or wrong answer. I assure you that this research is ONLY FOR
ACADEMIC PURPOSES and the information you will provide will be kept STRICTLY CONFIDENTIAL.

Please tick the answer that most appropriately represents your response to the following
statements:

1. From how many years you are connected with NBL Bank?
I. 1 years
II. 2 years
III. 3 years
IV. above 4
2. Are you satisfied with NBL Bank service?
i) Yes
ii) No
iii) Moderate
iv) None
3. Do you think the relationship managers are honest?
i) Yes
ii) No
iii) Somewhat Agree
iv) Somewhat disagree

4. What do you think your relationship manager at NBL Bank is……….
i) Trustworthy
ii) Inflexible
Iii) None
5. Do the relationship manager providing you a friendly environment?
i) satisfied
ii) Dissatisfied
iii) Moderate
iv) None

36


6. Does the relationship manager at NBL Bank help you in case of any problem?
i) Responsive
ii) Fulfill your expectation
iii) worst than your expectation
7. Does the relationship manager at NBL Bank discriminate with other clients?
i) Sometimes
ii) Frequently
iii) Rarely
iv) Never
8. Do the relationship manager at NBL Bank are polite with customer?
i) Always
ii) Sometimes
iii) Rarely
iv) Never
9. What do you think the relationship is experienced in this business?
i) satisfied
ii) Dissatisfied
iii) Neural
10. What do you think relationship manager at NBL Bank is dependable?
i) satisfied
ii) Moderate
iii) Not really
iv) None
11. Does our relationship manager at NBL Bank provide you customized service?
i) Yes
ii) No
iii) sometime

12. As a client of NBL bank what do think, how can a relationship manager achieve your trust?

i) Satisfied

ii) Moderated

iii) Not really
iv) None

37


Appendix 2
Statement of Revised Rates of Interest

(Per annum percentage)

Deposits Rate Effective Date: 08.02.2012

01. Saving Deposit 6.50%
Special Notice Deposits(SND)
i. Less than Tk.1.00 crore 2.00%
ii. Tk.1.00 crore and above but less than
2.50%
Tk.25.00 crore
02. iii. Tk. 25.00 crore and above but less than
4.00%
Tk.50.00 crore
iv. Tk. 50.00 crore and above but less than
2.00%
Tk.100.00 crore
v. Tk. 100.00 crore and above 2.00%
Fixed/Term Deposits
1 Month
i. Less than Tk. 0.80 crore 10.50%
03. ii. Tk. 0.80 crore and above 12.00%
3 Months 12.50%
6 Months 12.50%
1 Year 12.50%

38


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