Customer SatisfactionofTrust Bank LimitedSubmitted byWWW.ASSIGNMENTPINT.CM!!!.Assi"nmentPoint.comPart#$$.$ IntroductionAchievement ofhigh economicgrowthisthe basicprinciplesofpresent economicpolicy.Inachieving the objectives, the banking sector plays an important role. The banking sectors channelresources through deposit mobilization and providing credit for different business venture. Thesuccessful runningofabankbusinessdependsuponhoweffectivelythecredit managementrecovered the funds. Trust Bank imited as new commercial banks in Bangladesh responsibilitybestupon it to ensure efficient and effective banking operation in a sound manner.Trust Bankimitedis always readytomaintainthehighest !ualityservices byupgradingBanking technology prudence in manage and applying high standard of business ethics throughitsestablishedcommitment andheritage. "bjectivesofaprivateinstitutionlikeTBaretoma#imize profit through optimum utilization of resources by providing best customer$s service.$.% b&ecti'e of t(e re)ort$.%.$ Genera* ob&ecti'e To gain practical job e#periences and view the application of theoretical knowledge in thereal life.$.%.% Pro&ect ob&ecti'e To present an over view of Trust Bank imited. To know Trust Bank$s customers$ different !ueries and !uery fre!uencies regarding deposit ,loans and other facilities.. To apprise major activities of Trust Bank td To know Trust Bank$s customers view on bank$s current operation !uality and standards. To identify problems of Trust Bank td in handling customer. Tosuggest waysofimprovingtheservicestandardthat accommodatesarapidlygrowingcustomer volume.$.+ Sco)e of t(e re)ortAs I was working in the Trust Bank, %irpur Branch, I got the opportunity to learn different partof banking system. The supervisor divided the whole banking system in five parts, as a result Igot theopportunitytoworkinall thefivedivisions&Account opening, 'oreignremittance,'(A), (redit )ivision*(ash(ounter+. %ymainconcernwas toidentifythecustomersatisfaction level of overall general banking. 'rom the survey I had the opportunity to gatherinformation about,a, -ho and why people look for ((./b, The customers who mainly look for this scheme, their income level, occupation, age group, habitants etc.c, -hat are the benefits those customers look in ((./d, 0abit and life style of the customer who takes the loan.$.-Met(odo*o"y of t(e studyAlthough there were so many limitations,it was tried to use both the primary and secondarysourcesof collectinginformationtomakethereport presentablewithaslessabstractionaspossible.S./CES 0 IN0/MATIN1A.Secondary data)atathat werepublishedbeforefor someother reasoncanbecollectedusinginternal ande#ternal sources.i, Interna* Secondarydata1Tofurnishthereport properlysomepapers has beencollected form the officials of Trust Bank imited. Information from annual reports,journals, newspapers and other published documents have been used. Besides otherpublished information about the organization, depth interview of the branch managerand.ub,managerhavealsotaken.Theinformationmainlyabout((.wastakenfrom the authorized officer who deals with this scheme.ii, E2terna* Secondary 3ata1'or better interpretation some data has been collectedfrom Bangladesh Bank. Internet Browsing is also one source of e#ternal .econdarydata.B.Primary data1rimary data is always collected from the respondent. 'or this project )ersona* Inter'ie! !it(t(e customer has been conducted. -hen it became impossible to conduct face to face interviewI collected the primary data by using the Telephone Interview and also face to face.$.4MEAS./EMENT TEC5NI6.ES 'or collecting the information two types of measurement techni!ues have been used,A. 6uestionnaire1tomakethe report un!uestionable orfairI conducteda !uestionnairesurvey among 23 respondents. B. bser'ation1 The direct e#aminations of behavior, the result of behavior, or psychological changes have been conducted.$.7 Limitations Lackof comprehensionof therespondentswasthemajor problemthat createdmanyconfusionsregarding verification of conceptual !uestion. Limitation of time was one of the most important factors that shortened the present study. )ue to timelimitation many aspects could not discussed in the present study. Confidentiality of data was another important barrier that was faced during the conduct of this study.4very organization has their own secrecy that in not revealed to others. -hile collecting data on TrustBank, personnel did not disclose enough information for the sake of confidentiality of theorganization. Rush hours and business was another reason that acts as an obstacle while gathering data. Thefindingsof thesurveyarebasedoncustomers$ responseinTrust Bankcredit cardserviceslocated in )haka (ity only. The results may notreflectthe same for other branches of Trust Bankoutside )haka.imitation of the Personal knowledge is another one. .ince knowledge knows know bound,so this report is incapable to present all things with more depth. Part#%2.1 Historical BackgroundTrust Bank td.&TB+ is a 1rivate (ommercial Bank that started its operation 53 years ago.They gained success from the very beginning of their operation and were capable enough to holdthesuccessyear afteryear. It gainedsuccessveryearlybecauseofitsverystrongfinancialbackup of the Army -elfare Trust. This bank is very much popular within the army communitybecause all the financial activities of the army done by this bank. In recent days TB is alsogaining popularity in the general people and also in the business community.TBis thescheduledcommercial bank, whichconducts its operationas per therules andregulations of Bangladesh Bank. The bank obtained license from Bangladesh bank on 56th 7uly,5888 and started its operation from 9ovember, 5888. The Army -elfare Trust &A-T+ is the mainsponsor of theBank, andit has alreadyfloatedpublicshares inthecapital market for itsconversionintoapubliclimitedcompany. TheBoardisheadedbythechief ofarmystaff,Bangladesh Army as (hairman. Besides, there are eight other in,service senior army officers ofArmy 0ead :uarters acting as the members of the Board. The %anaging )irector is also themember of the Board. In the year ;33< its Authorized (apital was Tk.;33.33 (rore and 1aid,up(apital was Tk. 55=.=< crore only. At present the bank has >8 branches across the country andhasplanstoopenmorebranchesverysoon.TBaims at optimizingprofit withaviewtoallowing good returns on the investor$s money. -ithin nine years of its operations the Bank hasstrengthened its capital base by increasing reserve and retained earnings.The Bank$s work force is composed of personnel having rich academic background with vaste#perience in banking. The 0uman ?esources )ivision &0?)+ means to create an environmentby dynamic, enthusiastic and vigorous participation of all individuals. To make their personnelknowledgeableandtrulyprofessional theyarrangetrainingforthemat 0eadofficeTrainingAcademy of the Bank, BIB% and other institutions. The present image of the TB is very important to the management and to its owners for theirawareness intakingvarious decisions regardingthefutureactionplans for its growth. The%anagement of the Bank are always change oriented as is evidenced by introduction of TrustIslamic Banking and AT% (ards. .ince majority of the clients are religious minded and absenceofIslamicbankingsystemcompel themtodotraditional banking, thereforetheveryrecentintroduction of Islamic banking system has enhanced the image of the bank and at the same timecan attract the new clients and will increase the customer volume which is important for bank$sprofitability. -ithrespect toAT%(ards andother technology,enabledservices like1hone,Internet and.%.Bankingservices, TB hasbeenabletocaterthebankingre!uirement oftoday$s digital people where speed and accuracy are the important deciding factors. These havetremendous impact on the image and also on the profitability.2.2 PHILOSOPHY OF THE TBLAt present the bank has as many as >8 branches across the country and it is committed tobecomee!ual service providers compatible with the norms of commercial schedule bank.It renders alltypes of personal, commercial and corporate banking services to its customers within the previewof the Bank (ompanies Act, 5888 and in line with the directives and policy guidelines laid downby Bangladesh bank. The main philosophy of the Trust Bank is @ ASer'es !it( Trust.B%.+ b&ecti'e of TBL.TheTrust Bankimitedhas beenestablishedwiththeobjectiveof providingefficient andinnovativebankingservicestothepeopleofall sectionsofoursociety. "neofthenotablestrengths of this bank is that it is backedbythe disciplined andstrongest Institution ofBangladesh i.e. Bangladesh Army and there is a synergy of welfare and profits in the dynamicsof this institution. The objectives for which the bank is established are as followsCi, To carry on, transact, undertake and conduct the business of banking in all branches.ii, To receive, borrow or to raise money on deposit, loan or otherwise upon such termsas the company may approve.iii, Tocarryonthebusiness of discountinganddealingine#changeof specieandsecurities and all kinds of mercantile banking.i', To provide for safe,deposit vaults and the safe custody of valuables of all kinds.', Tocarryonbusiness as financiers, promoters, capitalists, financial andmonitoryagents, concessionaires and brokers.'i, To act as agents for sale and purchase of any stock, shares or securities or for anyother momentary or mercantile transaction.'ii,To ensure customized :ualitative and hassle free services in our banking operationsalong with the focus to Broaden the clientele base. 'iii, To committed to contribute possible within its limitations for the economic growthand for ensuring value of its available resources.%.- )erations of TBL.T?D.T BA9E$. FAD4 Trustworthy. )ependable.?eliable.1rofessional. )ynamic.'air.The importance of the mobilization of savings for the economic development of our country canhardly be over emphasized. The bank considers savings and deposits as lifeblood of the bank.%orethedeposit greater isthestrengthoftheBank. .otheyintendtolaunchvariousnewsavings schemes with prospect of higher return duly supported by a well orchestrated system ofcustomer services. Technologies such as computer, AT%, Tele,communication etc all would beharmonizedandadaptedtothesysteminorder toprovideround,the,clockandanybranchservicestotheclients. Travelers$ che!uecreditscardsandotherancillaryservicesincludingpayment of different bills from one counter will also be introduced to achieve the ultimate goalof "94,.T"1 service to the valued customers.%.4 8ision 9 Mission StatementThe Trust Bank aimto provide financial services to meet customer e#pectations so thatcustomers feel that they are always there when they need Banking service, and can refer them totheirfriendswithconfidence.Theywant tobeapreferredbankofchoicewithadistinctiveidentity..o we may able to highlight them as follows, To become a preferred bank of choice with a distinctive identity. To provide financial services to meet customer e#pectations so that customers feelTB is always there when they need, and can refer to their friends with confidence. To build a sustainable and respectable financial institution. Tobealeading(ommercial Bank, withasocial focus, assistingintheeconomicdevelopment of the country. ABankwithdifference. 1rofit usedfor the.ocio,economicdevelopment of themembers of the Bangladesh Army and thereby the nation as a whole. The mission of the Trust Bank is as follows, Tomakebankingeasyfor customers byimplementingone,stopserviceconcept andprovide innovative and attractive products * services through technology and !ualifiedhuman resources. To look out to the local community through supporting entrepreneurship, socialresponsibility and economic development of the country. Achieving sound and profitable growth in Assets * iabilities, with focus to maintainnon,performing assets at acceptable levels.To build long,lasting, credible and mutually dependable relationships with customers. 4fficiently managing interest and operating costs. To be the preferred employer among Banks in Bangladesh. %.- Mana"ement 5ierarc(y %anaging )irector &%)+)eputy %anaging )irector &)%)+4#ecutive Fice,1resident &4F1+.enior Fice, 1resident &.F1+Fice,1resident &F1+.enior Assistant Fice 1resident &.AF1+Assistant Fice,1resident &AF1+.enior 4#ecutive "fficer &.4"+.enior "fficer &."+1rincipal "fficer &1"+Training "fficer &T"+4#ecutive "fficer &4"+7unior "fficer &7"+Fice (hairmanBoard of )irectors(ompany .ecretary4#ecutive

evel %anagement%id

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evel %anagement%.4Trust Bank Limited :Mir)ur Branc(, 5ierarc(y%irpur branch is located at %irpur 55, 1allabi, )haka. It is the ;Gth branch of Trust Bank andstarted its banking operation in the year ;33. To operate clearing house activities2. To collect *discounts bill and check6. To maintains safety deposit lockers=. To operate customers standing instructionsCredit 9 Loan Ad'ance Acti'ities15. 1rovides various types of loans in various sectors0orei"n E2c(an"e Acti'itiesC5. Trust Bank open letter of credit for imports industrial and commercial goods and e!uipment$s against commission.;. TrustBank participates in e#port business and earns commission and service charges.%.7.$ Genera* Bankin"A bank starts its function providing service to the customers by its general banking activity. Theefficiency of the general banking activity that provided by each branch reflects the whole servicegivenbythat bank. -iththeincreasingcompetitioncustomersaremostlyimpressedbytheefficiencyof this department. Thewholegeneral bankingactivityis consistedof receivingdeposit, remitting fund and meeting the different need of the customers. It is one of the busiestdepartments. TB %irpur Branch has the full,fledged set up for general banking facilities.Infact, abankoperateswiththepeople$smoney.AndthisprocessstartswiththeIHeneralBanking )epartment$. The activity of the Heneral Banking )epartment of 1B, 4lephant ?oadBranch is mainly divided into categoriesC5. Account "pening .ection;. .avings .chemes And .anchaypatra .ection>. ocal ?emittance .ection2. (learing and (ollection .ection 6. (ash .ectionAccount )enin"The relationship between banker and customer begins with the opening of an account by thecustomer. "pening of an account binds the Banker and customer into contractual relationshipunder the legal framework of the A(ontract Act@5G. LT/1Advances allowed for retirement of shipping documents and release of goods imported throughK( without effective control over the goods delivered to the customer fall under this head. Thegoods are handed over the importer under trust with arrangement that sales proceed should bedepositedtoli!uidatetheadvances withinagivenperiod. This is alsotemporaryadvanceconnected with import that is known post,import finance under category I(ommercial lending$.?. IBP11aymentmade through purchaseofinlands billtomeet urgent re!uirementsofcustomerfallunder this type of credit facility. This temporary advance is adjusted from the proceeds of billspurchased for collection. It falls under the category I(ommercial ending$.$@. Bank Guarantee1The e#porters pay of the imported goods on behalf of the importer through bank guarantee. If thee#porter fails to make the fulfill payment at the moment the bank will take the liability and payto the e#porter. This type of guarantee is also needed to attend in any tender.$$. Micro Credit1oan has given only to the Army 1erson for the purpose of ?epairing and ?econstruction ofdwelling 0ouses.$%. C3S1A credit facility is available for Armed 'orces officials &%ajor and above or e!uivalent ?anksand.tatuswithminimumlength5;yearsofservices+. (arloanand%arriageloanarealsoincluded as ()..$+.5BL1A credit facility is available for the retired Armed 'orces officials.B. Non 0unded 0aci*itiesC9on funded facilities are divided into the following categoriesC $.Guarantee1Acredit facility in contingent liabilities frome#tended bythe banks to their clients forparticipation in development work, like supplies goods and services.%. Letter of Credit1Acredit facility in contingent liabilities fromprovided to the clients by the banks forimportKprocurement of goods and services.C Anot(er Common Pur)ose Loans15. 5ouse(o*d 3urab*es Loan1Trust bankprovidehouseholddurablesloantomeet financere!uirement tobuildhomeandindustrial buildings.E*i"ibi*ity to "et 5ouse(o*d durab*es *oan Em)*oyees f1 HovernmentK.emi HovernmentKAutonomous Bodies. .ector (orporation. 9on,Hovernment "rganizations. %ulti,national (ompanies. BanksK 'inancial Institutions. 4ducational Institutions.;. 3octorsA Loan1Eligibility:Heneral 1ractitioner, '(1. * %BB. )octorsK)entists or .pecialist )octorshaving '(1. or a 1ost,graduate degree and specialization in a particular area of treatment suchas %edicine .pecialist, 4ye .pecialist, 49T .pecialist, (ardiac .urgeonK.pecialist etc. having 6years e#perience as specialist.>. Educationa* Loan1A substantial amount of finance is re!uired to give child the best education or to get a higherdegree either at home or abroad. Eligibility: 4mployees of confirmed .ervice holders, Businessman, 1rofessionals Ade!uate cash flow to repay the loan2.Tra'e* Loan1-henyouplan totravellocalorglobale#otic location, financingisthe keyissue.)on$t beworriedN TB Travel loan is ready to provide instant financial support. Eligibility: 4mployees of confirmed .ervice holders, Businessman, 1rofessionals Ade!uate cash flow to repay the loan6.5os)ita*iBation Loan1(rises come at anytime and well being comes at a prices. -hen the urgency comes for medicaltreatment of your family, there can never be any compromise. At any urgency, please rememberus to provide financial support through our A0ospitalization oanB scheme.Eligibility: 4mployees of confirmed .ervice holders, Businessman, 1rofessionals. .upportive cash flow to repay the loan.=. Any Pur)ose Loan1-ehave somanyneeds, some are attainable withour means *standing and some areunattainable. The unattainable needs can be met by TB AAny 1urpose oanB. Eligibility: (onfirmed employees of the Hovt. "rganizationsK.emi Hovt. "rganizationsKAutonomous BodiesK %ultinational (ompaniesK BanksK Insurance(ompanyK'inancialInstitutionsK 4ducational InstitutionsK(orporate Bodies..upportive cash flow to repay the loan..33P ?isk 'und 5.33P ..upervision (harge &per year onoutstanding balances+ 3.;6P Application 'eeB)T 533.33 is directly credited to the customerLs account.% CA/ LAN Sc(eme0elp fi#ed,income people for buying car 'or the amount up to Tk. ;6,33,333 the period is five years that is =3 monthly installments Interest rate will be charged !uarterly rest. Interest ?ate5>.33P ?isk 'und 5.33P ..upervision (harge &per year onoutstanding balances+ 3.;6P Application 'eeB)T ;63.33 B)T .33P ?isk 'und 5.33P 'or new doctor 6.33 ac and for e#perienced doctor 56 ac'or 0ospital, (linic and )iagnostic (enter 63.33 acApplication 'ee B)T ;63.33-/ura* 3e'e*o)mentSc(eme?aise the standard of living of rural people. Initiative to break the vicious cycle of poverty. 4nhance the purchasing power (redit limit are as followsInterest ?ate 55.63P. .ecurityC Hroup guarantee, no collateral>3 person in a group 5 group leaderof rural people.?isk 'und 5.33. .ervice (harge 3.;6P per year on outstanding balances. ?epayment period 5 years. 4 Lease 0inancin"Assist and encourage entrepreneurs for ac!uiring capital machinery, medical e!uipment, automobiles etc..ease period > to < yearsease rent Q 5>.33P?isk 'und 5.33P.ervice (harge 3.;6P per year on outstanding balances.1rimaryC "wnership of fi#ed items.(ollateralC anded property, Bank Huarantee, I(B Dnit (ertificate etcCredit sc(emeb&ecti'e Terms and ConditionsBenefitsFS)ecia* 0eatures7 Persona* Loan Sc(eme0elp fi#ed,income people for buying house hold )urable 'or the amount up to Tk. >,33,333 the period is 3> &Three+years. Interest rate will be charged !uarterly res Interest ?ate5>.33P ?isk 'und5.33P .upervision (harge&per year on outstanding balances+5.33P Application 'eeB)T 533.33The loan amount is directly credited to the customerLs account. oan limit B)T >.33 ac or G times of monthly evidenced income, whichever is lower. ?epayment period %a#imum > years, that is >=monthly installments. = Sma** Loan4#tend credit facility to small shopkeepers. Hive collateral,free credit %a#imum amount of loan Tk. ;,33,333. Interest ?ate 5>.33P ?isk 'und 5.33P .ervice (harge 3.;6P per year on outstanding balances Application 'ee B)T ;63.33 oan imit B)T ;.63 ac ?epayment period > years Interest rate will be charged at !uarterly rest Part#-6.ESTINNAI/E 0/ T5E /EP/T N C.STME/ SATIS0ACTIN6.ESTINNAI/E 0/ T5E BAN< C.STME/!Service "ualities of banks are facing high competition. So it becomes very important to knowwhy people chooseTrust Bank LTD, Mirpur Branch,that is why I have developed a"uestionnairetocollect information fromthe customersabouttheservice "uality ofdifferentdepartments of T#L. $or these we need your opinion about the service of your bank. %our active participation will be carried as fully confidential in this regard&$. In which bank you have account/ RRRRRRRRRRRRRRRRRR%. 0ow did you come to know about this bank/ RRRRRRRRRRRR+. -as this your first preferenceC Oes 9o-. In order of preference name three banks you were consideringC&a+ RRRRR&b+ RRRRR&c+ RRRRR4. -hy did you choose this bank/&a+ ?eputation&b+ Better interest rates&c+ Hood facilities&d+ 9ice environment&e+ Enown personnel&f+ If more than one, please those.7. -hat type of account you maintain with Trust/&a+ (urrent account&b+ .avings account&c+ 'i#ed account&d+ Business account&e+ "thers=. -here do you transact the most/&a+ Hovt. Bank&b+ 'oreign Bank&c+ "ther private local Bank>. ?elationship with the %irpur branch of TB K 1rime bank.&a+ ess than one year&b+ 5,; years&c+ %ore than ; years?. )o you think the saving scheme of Trust Bank is reliable &your suggestion+/&a+ 9ot !uite good&b+ Hood&c+ 1erfect$@. -hich saving scheme would you prefer the most/&a+ Trust .mart .avers .cheme &T...+&b+ akhopati .avings .cheme &..+&c+ Trust money )ouble .cheme &T%).+&d+ Trust )ouble )eposit .cheme &T)).+&e+ %onthly Benefit )eposit .cheme &%B).+&f+ Interest 'irst 'i#ed )eposit .cheme &I'').+$$. If you need to choose credit scheme then what type of scheme would you prefer the most/a+ 0ousehold )urables oan b+ (ar oan .cheme c+ )octors$ oanCd+ 4ducational oanCe+ Travel oanCf+ 0ospitalization oanCg+ Any 1urpose oanCh+ Apon 9ibash oan &0ouse 'inance+Ci+ (9H (onversion oanCj+ %arriage oanC$%. )o you have to face any problem during the account opening process/&a+ 4mployees sometimes get busy in other activities&b+ engthy processes&c+ Bad tempers of the employees&d+ 9eed to go through various formalities$+. )o you think the amount that is re!uired to open an account is satisfactory/&a+ .atisfactory&b+ .hould be more fle#ible amount options&c+ 9ot always possible$-. 1roblems according to your judgment can one face in opening an account/&a+ Time&b+ Introducer&c+ .trict rules&d+ "thers $4. 0ow do you find the Bank employee at the customer service desk/&a+ ?ude&b+ -orthless&c+ 0elpful&d+ 4fficient&e+ Fery much comparative$7. -hat do you think could be the reason behind the gap between you and the services/&a+ Inefficiency of employees&b+ .hort of staff&c+ (omplications&d+ engthy processes$=. 'inally, to ensure that we have all types opinions represented in our survey, we would like you to answer the following !uestions..e#C %ale 'emaleOour ageC R..RRRRRR..Oour district of origin RRRRRRRROour occupation C RRRRRRR..RRRRRRR.Oour %onthly family incomeC Below@Tk. 53,333 Tk. 53,333 @ Tk. >3,333Tk.>3,333 @ Tk. 63,333Tk. Tk. 63,333 @ Tk. G3,333 Tk. 63,333 @ AboveOour nameC(ontact addressC(ontact numberCPart#40indin"s in Com)arati'eAna*ysis amon" TBL 9 PBL 6. -hy did you choose 1B bank/ 'ig 5.5 ?eason for choosing Trust Bank 0indin"s and ana*ysis1TBL PBLThe above analysis to the !uestion states thatthe prime reason the customer choose this bankis for its strongreputationamongtheArmysectorwhichis63P. Butherecustomerareless satisfied with interest factor.They have strong reputation over the years of!uality service. its reveals that the bank istotallycommittedtosatisfyits customers byprovidingthembetter service.About =3Pofthe customer strongly agreed for the firstreasonThe second reason to choose this bankfor its good facilities &;6P+followed by knownpersonnelandbetterinterested. Itmeansthefindings regarding this statement are concrete.7. -hat type of account you maintain with Trust/'ig 5.; type of account maintain with 1rimeTBL PBL The above analysis to the !uestion states that the about half of the customer &63P+ maintain sa'in"s account in this bank. secondly the customer of this bank like to maintain businessaccountthis bank is for its strong reputation in defense sector.It means the findings regarding this statement are solid.0ere states that it$s &63P+customer also maintain sa'in"s account in this bank. secondly the customer of this bank like to maintain current accountthis bank is for its strong reputation over the years of!uality service .It means the findings regarding this statement are concrete.=. -here do you transact the most/What type of you maintain withTBLTBL PBLThe above !uestion states that the employee ofTBishonest andkeepsitspromisestothecustomers.About >;Prespondentshavestronglyagreedand 65P agreed with the statement. The meanvalue regarding all the responses is 2.5;, whichmeans the customers$ perception regarding thisstatement isgood. Thestandard deviation.