Professional Documents
Culture Documents
INTRODUCTION PART
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banks or other financial institutions. This program helped me a lot to understand the working environment and behavior.
SERVQUAL model. To identify the problems related to loans and advance department. To make some recommendations to solve the problems.
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Type of the study: Exploratory research has been used for the study. Sources of Data: The data used to furnish this report have been collected from the
primary sources and secondary sources. Among primary and secondary sources most of the data have been collected from the secondary sources.
Annual Reports of NCC Bank Ltd.-2009. Office circular and other published papers, documents and reports. Published specifications of different products in websites.
Customers Perceptions towards Service Quality of NCCBL: Specially Focused on Loan Services for collecting primary information from the customers and the officers and use SPSS software for Data processing.
Sample size: Sample size was 30 as data was collected where 10 from the officers and other
Sampling method: Non probability sampling method was used as I collected data from the
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A quantitative research was carried out to identify the Customers Perceptions towards Service Quality of NCCBL: Specially Focused on Loan Services. This research is based on primary data which was collected from the clients and officers of NCC Bank Limited.
For data collection I used Interview method. I had interview with the officers and clients of NCCBL, Shyamoli branch through questionnaire.
Sampling Method: Convenience sampling method has been performed for Target population
selecting samples.
All officers and clients of Shyamoli Branch, NCC Bank Ltd. Sample size: There are 30 respondents.
Types of Sample
Officers Clients
Geographical Area
Shyamoli Branch, NCCBL Shyamoli Branch, NCCBL
Sample Size
10 20
Total
30
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Chapter- 02
ORGANIZATION PART
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Banks are financial intermediary institutions. The core is to mobilize the financial surplus of saver in the form of deposits & allocate these savings to the credit worthy borrowers of different sector of economy in the form of loans & advances. The advance of the intermediary functions between the savers & investors would certainly in the lower level of savings & investment & thus lower the economic growth. That development of the financial intermediaries & instrument (both in case of deposit & advance) will lead to the development of the economy of a country.
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Central Bank converted into a full fledged private commercial Bank in 1993 with paid up capital of Tk 39 core. Since its inception NCC Bank Ltd. has acquired commendable reputation by providing sincere personalized service to its customers in a technology based environment. The Bank has set up a new standard in financing in the Industrial, Trade and Foreign exchange business. Its various deposit & credit products have also attracted the clients-both corporate and individuals who feel comfort in doing business with the Bank. In recent years the bank has given much importance on financing small businesses through SME loan to reach its credit offering to wide range of customer.
Name
Year Of Establishment
Corporate Office Authorize Capital Paid Up Capital Type of Company Scope of Business No. of Branches
7-8, Motijheel C/A , Dhaka-1000 2500 million 1352.01 million Public limited Banking, capital market operations 92
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Particulars
Sponsor Financial Institution Non-resident Bangladeshi general public
Taka
700,000,000 163,557,000 15,105,000 288,008,000
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2005
Authorised Capital Paid up Capital Reserve fund and other Reserve Equity fund Deposits Loans and Advances Investment Import Business 2,500.00 975.04 884.90 1,859.94 21,478.22 20,533.13 3,010.45 16,296.30
2006
2,500.00 1,201.79 1,215.58 2,417.37 28,147.34 24,678.36 3,552.08 17,646.80
2007
2,500.00 1,352.01 1,995.36 3,326.52 34,901.77 32,687.75 6,266.62 28,779.21
2008
2,500.00 1,757.62 2,863.63 4,621.25 46,904.66 46,332.69 6,526.82 38,796.88
2009
5,000.00 2,284.90 4,371.62 6,656.52 53,900.15 50,387.68 9,671.53 33,078.44
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Export Business Operating Income Operating Expenses Operating Profit Profit before Tax Profit after Tax Retained Profit Total Assets (excluding contra) Fixed Assets Number of Branches Number of Employees Earning per Share Dividend: Cash (%) Bonus (%) Return on Equity (ROE) (%) Return on Assets (ROA) (%) Capital Adequacy Ratio Non performing Loans as % of Total Advances Volume of Non-performing Loans Amount of provision against Classified Loans
7,776.30 2,932.00 1,913.66 1,018.34 687.60 352.08 10.31 26,114.13 308.14 41 1,000 36.11 10.00 10.00 18.93 1.35 9.02 4.82 981.54
8,557.00 3,913.19 2,645.62 1,267.57 1,056.51 479.22 7.83 32,615.01 353.71 48 1,118 39.88 10.00 12.50 19.82 1.63 9.78 4.95 1,212.26
9,577.92 5,269.03 3,488.78 1,780.25 1,356.32 677.18 8.13 42,522.85 522.00 53 1,230 50.09 30.00 20.23 1.59 10.61 4.17 1,353.31
12,522.04 7,417.64 5,054.15 2,363.49 1,788.96 882.28 5.34 57,365.52 775.31 57 1,400 50.20 30.00 21.76 1.54 10.61 4.14 1,902.58
11,903.72 9,333.03 6,195.33 3,137.70 2,686.49 1,719.50 46.47 65,937.49 849.10 65 1,496 75.26 47.00 28.49 2.61 13.55 2.84 1,420.57
405.75
523.58
644.11
912.90
720.22
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Amount of provision against Unclassified Loans Amount of provision against Offbalance sheet exposures Advance/Deposit Ratio (%)
202.14 95.60%
282.09 87.68%
= Branches Location
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transparency in its entire works. All decisions of the management come through discussions in appropriate forum and required follow-ups are also made to see their effectiveness. Here are the management team given in a chart and he hierarchy of the NCCBL is given in next page-
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Chairman
Senior Officer
Officer Gr-1
Management Trainee Officer
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Cash Section
Clearing Section
Remittance Section
Local Remittance
Foreign Remittance
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Chapter- 03
LEARNING PART
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60000 50000 40000 32688 30000 20533 20000 10000 0 2005 1 2006 2 2007 3 2008 4 2009 5 24678 46333 50388
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j. Local documentary bills purchased (LDBP) k. Festival business loan 3. Term Loan
a. Project loan b. Transport loan c. House building loan d. Small business loan e. Consumer finance loan f.
Lease finance
g. Personal loan
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sensitive. Bridge Loans relying on Counter parties in equity/debt issuance as a countries subject to UN source of repayment. sanctions. Table: Discouraged Business Types for lending
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The most preferred is businesss income or cash flow from which the customer will pay the loan Second security consists of customers balance sheet his assets that can be liquidated for adjust of loan and Guarantees from owners or from a third party.
Collateral Security: Collateral Security serves two purposes for a lender. First, if the borrower cannot pay, the collateral gives the lender the authority to seize or sell those properties to cover the amount of loan default. Secondly, Collateral Security gives the lender a psychological advantage over the borrower. Borrower on this situation feel more obligated and works hard to repay the loan to avoid losing valuable assets.
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Continuou s Loan
Demand Loan
Term Loan
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Advance is granted to a client against financial obligations that is deposited in the bank. A client can get up to 80% loan of the total deposited value. Loan repayment period is maximum 1 year. If client can not repay the loan in this stated period then it is again renewed for 1 year more. Interest rate is 14% to 16%.
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But at present, bank didnt give this loan because it has to maintain warehouse which creates extra burden on officers. Interest rate is 16%. Continuous loan for the last 5 years shown in a chart below:
Continuous Loan 2500 2000 1500 1000 500 0 2005 1 2006 2 2007 3 2008 4 2009 5 647.89 953.14 884.1 1144.71 1014.98
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House Building Loan facility starts from Tk. 6 lac to 40 lac. Maximum loan repayment period is 15 year including a grace period of 3 years and repayment is done through equal monthly installment. Registered mortgage of land and building is required. This scheme covers three aspects for sanctioning loan to clients which includes- purchase of flat, purchase of building & self construction. Interest rate is 16% p.a.
Lease finance
This type of financing are usually provided for machinery, transport etc. Now a day this Lease Financing is one of the popular financing projects. Loan period is 3 to 5 year. Maximum loan facility is tk. 15 lac.
Rate of interest is 15%. For lease financing, registered mortgage of land & building as
collateral is required. Term loan for the last 5 years shown on chart below
Term Loan
9000 8000 7000 6000 5000 4000 3000 2000 1000 0
8101.6 5562.38 4212.98 2330.22 454.56 1 2005 2 2006 3 2007 4 2008 5 2009
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Loan (general)
The loan which is sanctioned for more than one year is considered as loan (general). Under this facility, an enterprise can get loan from setting up of the business to final production of goods or services. NCCBL offers this facility only to big industries.
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The loan is made against documents representing sell of goods to local export oriented industries, which are deemed as exports and which are dominated in local currency/foreign currency. The bill of exchange is held as the primary security. The client submits the bill and the bank discounts it. This temporarily liability is adjustable from the proceeds off the bill.
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estimation of the revenue generation of the project for which the loan is sanctioned. The range of this type of loan is one to five lac taka. Loan repayment period is maximum 5 years.
Personal Loan
This loan is provided to salaried persons in various organizations to meet any emergency cash needs. The loan facility starts from Tk 20000 and maximum credit ceiling is Tk 1 lac. Loan repayment period is maximum 3 years. Interest rate is 15% p.a. SME loan for the last 5 years shown on chart below:
SME Loan
2500 2000 1500 1000 500 0 274.83 2005 198.55 2006 182.22 2009
147.63 2007
163.88 2008
From the above chart it is shown that, bank has invests a greater amount in demand loan. Second highest loan is given to term loan category. Sanction of SME loan has fallen in comparison of financial year 2005. Because bank now focus on term loan and demand loan as these sector earns a higher interest rate than SME loan. Also, default risk is low in these two categories.
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Zonal/HO Credit Risk Officer (ZCRO/HCRO) Head of Credit Risk (HOCR) & Head of Business Units (HOBU)
Credit Committee
Executive Committee/Board
Application forwarded to Zonal Office or Head Office for review by the ZCRO or HCRO. Advise the review to recommending branches. ZCRO/HCRO supports & forwarded to Head of Business Units (HOBU) within their delegated authority and to Head of Credit Risk (HOCR) for onward recommendation. HOCR advises the review to ZCRO. HOCR & HOBU supports & forwarded to Credit Committee. Credit Committee advises the decision as per delegated authority to HOCR & HOBU. Credit Committee forwards the proposal to EC/Board for their approval within their respective authority. EC/Board advises the decision to HOCR & HOBU.
The approval process may vary in NCCBL depending on the types of products and exposure. For example, lending to Corporate and SMEs is mostly unstructured due to diverse nature of risk
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exposure. On the other hand, consumer lending is mostly structured by standardizing the product and risk aspects of individuals. As such applications for consumer lending may be done within the head of consumer unit subject to delegation of authority to do so.
Lending Process
The main function of commercial bank is to take deposit and invest this fund. But in the process of lending it has to safeguard the depositors money as well as business of the bank. Therefore proper management supervision and follow-up is very important in the lending and recovery process. NCCBL follows a three step process firmly to supervise and follow-up the lending and recovery process.
Pre-sanction Stage
The very supervision of loans starts during pre-sanction stage. At this stage credit investigation is very important as it involves selection of right and qualitative borrower. To select the borrower NCCBL personnel at first interview the person to judge their capability to manage the finance or to run the project effectively. The following steps are conducted to make sure that the loans are authorized to the right persons. Information collection Credit information bureau of Bangladesh Bank
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Declaration of the party with regard to liability with other banks, financial institutions. Account performance, reputation, track record, repayment capacity through NCCBL internal sources.
Post-sanction/Pre-disbursement
Proper documentation and securitization is very important at this stage for safety of the credit facility to be extended and enabling NCCBL to liquidate the loan liability in the event of the borrowers default. Proper documentation serves three basic purposes to NCCBL: 1. Borrowers unqualified assets of availing credit facility. 2. Banks legal right created to securities offered as loan. 3. In case of default, the documents can be placed before court for a decree to realize the dues. Direct and indirect securitization is also done in this stage.
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Finally respective officer disburses the loan after sanction and completion of all formalities. The officer writes cheque and provides it to the borrower. For this borrower has to open an account thorough which he/she can withdraw the money.
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1) Persuasive recovery:
If the borrower didnt paid the due amount of loan in time then the first step of bank is private communication with him. It creates a mental pressure on borrower to repay the loan amount. In this case bank can provide some advice to the borrower for repaying the loan.
2) Voluntarily recovery:
In this method, some steps are followed for recovering loan. This are Building Task Force Arranging seminar Loan rescheduling policy Waiver of interest rate
3) Legal recovery: When all steps fails to keep an account regular and the borrower does not pay the installments and interests then bank take necessary legal steps against the borrower for realization of its dues. In this case Artha Rin Adalat Ain-2003 plays an important role for collecting the loan.
Recovery procedure of NCC Bank is the ultimate combination of time, effort of money. It follows four procedural steps to recover the lending amount, which is joint effort of Bank, society and legal institutions, which are shown below:
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B. Liquidity The liability of a Bank is repayable of demand or at a short notice. So the Bank has to maintain its liquidity at a sufficient level. Investment on building, plant, machinery, land etc. cannot be recovered quickly, so it is less liquid.
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Profit is needed to pay interest to depositors, depreciation, and maintenance, declare dividend to share holders, provide or reserve against bad and doubtful debts etc. so like all other Banks NCC Bank also disburse advances to earn profit. D. Security To ensure safety of advances, Banks takes different types of securities like MTDR, Sanchaypatra, land, work order etc. Banker should ensure that the securities are adequate, marketable and free from encumbrances.
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Bridge Investments relying on equity/debt issuance as a source of repayment. Tannery Finance. HB- residential who has no other business with the Bank.
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3.15.1. Implications
The very implication of non-performing loans are not only depriving of interest but also stoppage of creating new loans for blockage of the fund and erosion of banks profitability, liquidity and solvency, which might sometimes lead towards collapse of a bank. So, it is become essential for policy makers of a bank to study the loan default scenario on a routine basis for estimating classified loan, making appropriate provisioning, adopting effective recovery strategy and thus ensuring soundness and efficiency of the bank.
In order to get rid of default loans, Bangladesh Bank introduced a circular (BCD circular no. 34) on 1989 for classification & provision of loan thereof. The circular states the banks themselves will carry out the classifications of their loans at least once in a year on the basis of the position existing on December 31 in accordance with the guidelines given in the circular. In 1994, Bangladesh Bank revised policy on classification and provisioning on quarterly basis.
The rules for classification and to maintain provisions as per overdue criteria are shown in the table shown in next page:
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Length of overdue
Status of classificatio n
Rate of provision
Frequency of classification
Unclassified
1% 20%
Loans overdue for 6 months Sub-standard (SS) but less than 9 months. (When degree of risk for nonpayment is high but there is reasonable prospect that the loan condition can be improved) Loans overdue for more than 9 months but less than 12 months. ( When chance of repayment is uncertain but there is little hope of recovery) Loans overdue for 12 months or more. (When chance of recovery is remote) Doubtful (DF)
Quarterly 50%
Bad/loss (B/L)
100%
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Chapter- 04
ANALYSIS & FINDINGS
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Reliability Dimension:
Descriptive Statistics
Statements
1. Keeps promises 2. Maintains error free records 3. Reliable for documents submitted Valid N (list wise)
N
30 30 30 30
Minimum
2.00 2.00 3.00
Maximum
5.00 5.00 5.00
Mean
4.3667 4.2000 4.6667
Std. Deviation
.76489 .71438 .54667
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R e lia b ility D im e n s io n
4 .8 4 .6 4 .4 M e an 4 .2 4 3 .8 4 .6 6 6 7 4 .3 6 6 7 4 .2
M ean
K e e p s M a in ta in se lia b le fo r R p r o m is e e r r o r fr e eo c u m e n ts s d re c o r d ss u b m itte d S ta te m e n ts
In reliability dimension there are three statements, where I calculate mean value of those statements through SPSS software.
On the basis of the first statement it is found that NCCBL keeps promises to the customer. Since the mean value is 4.3667. From the second statement, it is found that NCCBL maintains customers error free records. Hence, the mean value is 4.20. On the basis of third statement, it is found that the documents and papers submitted by the customers to NCCBL are very much reliable. Since the mean value is 4.6667.
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Responsiveness Dimension:
Descriptive Statistics
Statements
4. Willing to help customers 5. Informed customers about services 6. Satisfaction with the loan products Valid N (list wise)
N
30 30
Minimum
3.00 3.00
Maximum
5.00 5.00
Mean
4.6000 4.1000
Std. Deviation
.56324 .54772
30 30
2.00
5.00
3.5333
.81931
Responsiveness Dimension
4.6 5 4.5 4 3.5 3 2.5 2 1.5 1 0.5 0 4.1 3.533
Mean
Mean
Willing to Informed Satisfaction help customers with the customers about loan services products Statements
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In responsiveness dimension there are also three statements, are On the basis of fourth statement of the questionnaire, it is understood that employees of NCCBL are always willing to help the customers. Hence, the mean value is 4.60. From the fifth statement of the questionnaire, it is found that the customers of NCCBL are informed when services or loan services will be performed. Since the mean value is 4.10. On the basis of sixth statement of the questionnaire, it is assumed that the customers of NCCBL are not very much satisfied with the present loan products. While, the mean value is 3.533.
Assurance Dimension:
Descriptive Statistics
Statements
7. Safe transactions 8. Ability of Relationship Officer Valid N (list wise)
N
30 30 30
Minimum
3.00 3.00
Maximum
5.00 5.00
Mean
4.7333 4.6333
Std. Deviation
.52083 .61495
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Statem ents
From the seventh statement of the questionnaire, it is found that the customers are feeling very much safe in transactions with NCCBL. Hence, the mean value is 4.733. On the basis of eight no. statement of the questionnaire, it is understood that the relationship officer of NCCBL has the ability to answer the questions regarding loan to the customer. Since, the mean value is 4.633.
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Empathy Dimension:
Descriptive Statistics
Statements
9. Satisfied with loan interest 10. Gives individual attention Valid N (list wise)
Minimum
Maximum
Mean
Std. Deviation
.84690 .67466
30 30 30
2.00 3.00
5.00 5.00
3.2000 4.4000
Empathy Dimension
5 4 Mean 3 2 1 0 Satisfied with loan interest Gives individual attention 4.4 3.2
Statements
In empathy dimension there are two statements, are From the nine no. of statement of the questionnaire, it is assumed that the customers of NCCBL are not very satisfied with the present loan interest rate. Since, the mean value is 3.2. On the basis of ten no. statement of the questionnaire, it is found that maximum customers feel individual attention from employees of NCCBL. Hence, the mean value is 4.40. Loan Disbursement and Recovery System of NCC Bank
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Tangibles Dimension:
Descriptive Statistics
Statements
11. Feel any loan charges and fees 12. Modern looking equipments Valid N (list wise)
N
30
Minimum
2.00
Maximum
5.00
Mean
3.4667
Std. Deviation
.73030
30 30
3.00
5.00
4.2333
.67891
Tangible D ension im
4 .5 4 3 .5 3 2 .5 2 1 .5 1 0 .5 0 4.2 3 3 3.4 66
M n ea
F e an loa el y n cha e a d rg s n fe s e
M de lo kin o rn o g e ip e ts qu m n
S tatem ts en
The last dimension of the questionnaire is tangible dimension. There are two statements-
From the eleven no. of statement of the questionnaire, it is understood that the customers feel low charges and fees face from NCCBL regarding loan. While, the mean value is 3.46.
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On the basis of last statement of the questionnaire, it is found that the NCCBL has some modern looking equipments but it needs more to give better service to the customers. Since, the mean value is 4.233.
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4.2. FINDINGS:
During my internship period I had worked mainly in Loan and Advances Section as well as in General Banking Section in NCCBL, Shyamoli Branch. Throughout this three months the major findings of the study are:
The risk is concentrated in loan products as the total loan outstanding is highly dominated by a few products. Small range of loan products offered by NCCBL, Shyamoli Branch is another problem in diversifying its loan risk. In most of the cases loan disbursement is centrally controlled from the Head Office, sometimes which creates problem in choosing the right client for the bank. Before sanctioning loan some times CIB report is not obtained from Bangladesh Bank. Foreign Exchange related loan or LC loans are not transacted in this branch. The credit proposal evaluation process is lengthy. Therefore sometimes valuable clients are lost. Monitoring of loan is not sufficient Branches of NCC Bank are not sufficient to compared with other private banks. Innovation of new financial products is a rare case in NCC Bank rather they hardly upgrade their offerings on the basis on some changes in interest rate and maturity. The website does not contain information about loan and other sections.
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Chapter- 05
RECOMMENDATIONS & CONCLUSION
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5.1. RECOMMENDATIONS:
On the basis of the findings the following recommendations are made for the NCCBL, Shyamoli Branch:
At first NCCBL should find out the way to reduce its bad loan amount further as improve its loan quality. NCCBL should increase their loan products to compete in the market. The loan policy and loan sanction procedure should be made flexible and easy. NCCBL can give attention to the foreign exchange and remittance services to maximize profit. NCC Bank could give more attention to advertisement and promotion of products, which is helpful to collect more deposits and increase investments scope. Bank could use various media for advertisement like TV, News Paper, Internet and Billboard.
Strict supervision must be adopted in case of high-risk borrowers. Time to time visit to the projects should be done by the bank officers. NCCBL should introduce more ATM booth instead of manual banking system. It will save huge amount of establishment and other cost. The website of the bank should be more informative that customers get the all information about the different activities and facilities of the bank.
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5.2. CONCLUSION:
Banks always contribute towards the economic development of a country. Compared with other Banks NCC Bank is also playing leading role in socio-economic development of the country. The bank is currently doing average. By analyzing its performance it is observed that a potential growth might be accelerated through effective implications of some policy. Being an old generation bank it has an advantage compared to newly established bank in the form of wide range of activities. However policy implication needs to be as fast as possible to grab the early mover advantage.
The bank through years has been able to spread operation in mass banking rather than concentrating in niches. It can hedge poor performance of one sector by some other sector for its wide range of offering. Capital market operation has become a great potential for the bank to increase its profitability. NCC bank brokerage house is concentrating to establish new work stations in order to facilitate investor of remote places.
The bank has been able to create a multi component loan portfolio. However non performing loan are a real challenge to the sound credit management. Default is increasing for lack of monitoring. The bank is trying to increase its loan quality by accelerating its recovery policy. The bank can concentrate on the loan sector where default risk is low and its investments are profitable. The loan procedure has been made more calculative, logical to keep the credit sound.
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BIBLIOGRAPHY
Annual report (2009), National Credit and Commerce Bank Limited. Annual report (2008), National Credit and Commerce Bank Limited. Foundation Training Course Book-2009, NCC Bank Ltd. Office circular and other published papers, documents and reports. Brochures of NCC Bank Ltd. Service Marketing by Zeithaml -4th edition, 2010, SERVQUAL Model (pg:
116-155).
Websites:
www.NCCbank-bd.com www.bangladesh-bank.org.bd
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Chapter- 06
APEENDIX
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Questionnaire on
Customers Perceptions towards Service Quality of NCCBL: Specially Focused on Loan Services
(Only for Internship Report Purpose)
Name Age
[Please rate () your opinion about the following statements range from Strongly Disagree to Strongly Agree]
Sl. No
Statements
Disagree
Agree
(2)
(4)
Perceptions Statements in the Reliability Dimension 1 2 When NCC Bank Ltd. promises to do something by a certain time, it does soNCCBL insists on error-free records-
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For loan transaction submission of documents and papers in NCCBL is reliable for youPerceptions Statements in the Responsiveness Dimension
4 5
Employees in NCC Bank Ltd. are always willing to help youNCCBL keeps customers informed about when services/ loan services will be performed Are you satisfied with the loan products of NCCBLPerceptions Statements in the Assurance Dimension
7 8
You feel safe in your transactions with NCCBLThe Relationship Officer of NCCBL have the ability to answer your all questions regarding loan-
Perceptions Statements in the Empathy Dimension 9 10 As a customer are you satisfied with the loan interest rate of NCC Bank NCC Bank Ltd. gives you individual attentionPerceptions Statements in the Tangibles Dimension 11 12 Do you feel any charges and fees for loan Loan Disbursement and Recovery System of NCC Bank from NCCBLNCCBL has modern looking equipments63
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