View with images and charts CUSTOMER SATISFACTION ON ACCOUNT OPENING PROCEDURE Overview of IFIC Bank Ltd 2.1Historical Background: Since 1980, IFIC carried on merchant banking & foreign exchange business in Bangladesh. Subsequently, the national policy with regard to banking changed and the government allowed establishment of private bank also. In order to keep pace with the policy, the share holders in the extra-ordinary general meeting held on 2 nd February, 1982, decided to transform IFIC into a banking company by altering the Memorandum of Association of the company and renamed it as International Finance Investment and Commerce Bank Limited. 2.2Corporate Slogan: Your Satisfaction First. 2.3Bank’s Mission: The Bank’s Mission is to provide service to its clients with the help of a skilled and dedicated workforce whose creative talents, innovative actions and competitive edge make its position unique in giving quality service to all institutions and individuals that the bank cares for. The bank is committed to the welfare and economic prosperity of the people and the community, for it drives from them its inspiration and drive for onward progress to prosperity. The bank want to be the leader among banks in Bangladesh and make it’s indelible mark as an active partner in regional banking operating beyond the national boundary. In an intensely competitive and complex financial and business environment, the bank particularly focuses on growth and profitability of all concerned. 2.4Bank’s Vision: To become a leading banking institution and to play a pivotal role in the development of the country. 2.5Objectives of the Bank: The objectives of the bank are to promote joint participation of Government and private sponsors to establish joint venture banks, financial companies, branches and affiliates abroad to satisfy their customers. •
To establish relationship banking and improve service quality through development of
•
Strategies marketing plans
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To remain one of the best banks in Bangladesh in terms of Profitability and Assets Quality
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To introduce filly automated system through integration of Information Technology.
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To ensure an adequate rate of return on investment.
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To keep risk position at an acceptable range (including any of balance sheet risk)
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To maintain adequate liquidity to meet maturing obligation and commitments.
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To maintain a healthy growth of business with desired image.
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To maintain adequate control systems and transparency in procedure.
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To develop and retain a quality work force through an effective Human Resources Management System.
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To ensure optimum utilization of all available resources.
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To pursue an effective system of management by ensuring compliance to clinical norms.
2.6Products and Services of IFIC Bank: IFIC Bank Limited offers various products and services. The bank has highly qualified professional staffs that have the capacity to manage and meet all the requirements of the bank. Every account is assigned to an account manager who personally takes care of it and is available for discussion and inquiries, whether on writes, telephones or calls. Let’s gives the diagram of product and service.
Figure: Products and Services of IFIC Bank at Lalmatia Branch Source: Office Document
2.7Organ gram of IFIC Bank Ltd at Lalmatia Branch:
Manager
Sub - Manager
Credit In Charge
Foreign Exchange In Charge
General Banking & Accounts Receptionist
Credit Officer
Foreign Exchange Officer
Cash In Charge
Cash Officer 1
Cash Officer 2
Customer Service administrator
Customer Service Officer
Figure: Organ gram of IFIC Bank Limited at Lalmatia Branch Source: Office Documents Theoretical perspective of Customer Satisfaction on Account opening procedure of IFIC Bank Ltd. 3.1What is customer? In general terms, a customer is a person or organization that a marketer believes will benefit from the goods and services offered by the marketer’s organization. 3.2 Satisfaction Definition 1: Satisfaction means the contentment one feels when one has fulfilled a desire, need or expectations.
Definition 2: Customer level of approval when comparing a product perceived performance with his or her expectation. Also could refer to discharge, extinguishment, or retirement of an obligation to the acceptance of the obligator, or fulfillment of a claim. While satisfaction is sometimes equated with performance, it implies compensation substitute where as performance denotes doing what was actually promised. 3.3Customer Satisfaction Gaining high levels of customer satisfaction is very important to a business because satisfaction customers are most likely to be loyal and to make repeat orders and to use a wide range of services offered by a business. Rather than a single definition, I think it is appropriate to provide several definitions because a single definition gives the impression that there can be only one, which is certainly not true. •
Definition 1: Customer satisfaction is equivalent to making sure that product and service performance meets customer expectations.
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Definition 2: Customer satisfaction is the perception of the customer that the outcome of a business transaction is equal to or greater than his/her expectation.
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Definition 3: Customer satisfaction occurs when acquisition of products and/or services provides a minimum negative departure from expectations when compared with other acquisitions.
3.4The Need to Measure Customer Satisfaction •
The word "satisfied" itself had a number of different meanings for respondents, which can be split into the broad themes of contentment/happiness, relief, achieving aims, and achieving aims and happy with outcome and the fact that they did not encounter any hassle.
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In the era of the globalization, management of the companies is more concerned about Customer Satisfaction, which leads to profitability. Satisfied customers are central to optimal performance and financial returns. In many places in the world, business organizations have been elevating the role of the customer to that of a key stakeholder over the past twenty years. Customers are viewed as a group whose satisfaction with the enterprise must be incorporated in strategic planning efforts. Forward-looking companies are finding value in directly measuring and tracking customer satisfaction (CS) as an important strategic success indicator. Evidence is mounting that placing a high priority on CS is critical to improved organizational performance in a global marketplace.
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With better understanding of customers' perceptions, companies can determine the actions required to meet the customers' needs. They can identify their own strengths and weaknesses, where they stand in comparison to their competitors, chart out path future progress and improvement. Customer satisfaction measurement helps to promote an increased focus on customer outcomes and stimulate improvements in the work practices and processes used within the company.
3.5Benefits of Customer Satisfaction The importance of customer satisfaction and support is increasingly becoming a vital business issue as organization realize the benefits of Customer Relationship Management (CRM) for providing effective customer service. Professionals working within customer focused business or those running call centers or help desks, need to keep informed about the latest customer satisfaction techniques for running a valuable customer service function. From small customer service departments to large call centers, the importance of developing a valued relationship with customers using CRM is essential to support customer and longterm business growth. 3.6What Do Customers Want? Before we begin to create tools to measure the level of satisfaction, it is important to develop a clear understanding of what exactly the customer wants. We need to know what our customers expect from the products and services we provide. Customer expectations have two types – • •
Expressed Implied
Expressed: Customer Expectations are those requirements that are written down n the contract and agreed upon by both parties for example, product specifications and delivery requirements. Supplier’s performance against these requirements is most of the items directly measurable. Implied: Customer Expectations are not written or spoken but are the ones the customer would ‘expect’ the supplier to meet nevertheless. For example, a customer would expect the service representative who calls on him to be knowledgeable and competent to solve a problem on the spot. There are many reasons why customer expectations are likely to change overtime. Process improvements, advent of new technology, changes in customer’s priorities, improved quality of service provided by competitors are just a few examples. 3.7Defining Service Quality and Satisfaction The two separate terms “satisfaction” and “quality” are difficult to define in general, and press writers tend to use those terms interchangeably. However, the more precise meanings and measurement of the two concepts were developed after a considerable debate. Although these two consensuses share something in common, the fundamental causes and outcomes differ from one another. While satisfaction is a wide and broad concept in general, service quality has specific attributes of the service itself. As shown below in Figure 1, service quality is a reflection of the customer’s perception of reliability, assurance, responsiveness, empathy and tangibles. Whereas customer satisfaction is more inclusive and perceived according to service quality, product quality, price, situational factors and personal factors. (Zeithaml, Bitner & Gremler, 2009, 103.)
Reliability
Service Quality
Responsiveness Assurance Empathy
Product Quality
Tangibles
Price
Situational Factors
Customer Satisfaction
Customer Loyalty
Personal Factors
Figure: Service Quality and satisfaction 3.8Account Opening Procedure in a flow chart: All the branches of IFIC Bank Ltd. including Lalmatia Branch follow the systematic way to open a bank account as per to the flow chart. Applicant fills up the relevant application form in the prescribed manner.
He/she is required to fill up the specimen signature card
For individual introduction is needed by an account holder
Account is opened
The authorized officer scrutinizes the introduction and examine the documents submit
After depositing the cash one cheque book is issued
Issuance of deposit slip and the deposit must be made in cash. No cheque or draft is acceptable to the Bank
Figure: Account Opening Procedure Source: Office Documents
3.9Documents for Opening an Account: The papers that I used to open a customer account during my internship at IFIC Bank Ltd. Lalmatia Branch are as follows:
•
For Individual Account
Photocopy of customer’s National ID card Passport or certificate provided by the employer Photograph of the account holder One photograph of the nominee duly attested by the account holder Specimen Signature Card
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For Partnership Firm All the required information mentioned for Individual Accounts, along with, Copy of Partnership Dead Mandate from the partners is essential – indicating who will operate the account
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For Limited Company All the required information mentioned for Individual Accounts, along with, Certificate of Incorporation Copy of Memorandum and Article of Association Certificate of Commencement Copy of Resolution of the Board of Directors
3.10 Customer Satisfaction on Account Opening Procedure and Customer Service Department of IFIC Bank LTD. at Lalmatia Branch. In this part of the report, responses of customer on Account Opening Procedure and Customer Service Department of IFIC Bank Ltd. at Lalmatia Branch are represented. The survey was conducted with 22 questions which is 5 point Likert scale set by 50 customers as sample size. The findings of questions are represented by Pie Charts. Age 6% 22% 18% Below 20 years 20-30 years 30-40 years 40-50 years Above 50 years 28%
26%
Figure No # 01: Age Source: Field Work The above graph shows the age ranges of account holders at Lalmatia Branch, IFIC Bank Ltd. There are 6% customers aging below 20 years, 18% from 20-30 years, 26% from 30-40 years, 28% from 40-50 years and 22% from above 50 years. As in our country the age of adult counts from 18 years, so the accessibility of customers below 20 years is only 6%. While the age ranges through 20-30 years, 30-40 years and 40-50 years people in Bangladesh has a tendency to having bank accounts, and people aging over 50 years are rely on govt. banks to hold their funds so, the percentage of this range is competitively lower. Educational Level
6% 10% SSC 40%
HSC 20%
Graduation Post-Graduation Other
24%
Figure No # 02: Educational Level Source: Field Work
The above graph shows the education level of account holders at Lalmatia Branch, IFIC Bank Ltd. There are 6% customers having SSC degree, 10% having HSC degree, 20% having their graduation, 24% having post-graduation and 40% are from other disciplines. In Bangladesh, generally people are agreeing to occupy bank accounts through the level of education. As a result, the chart is showing an increasing trend from lower to higher level of education. So it shows that, only 6% of customers are below/at SSC level and almost 64% customers are from post-graduation. Gender
36% Male
Figure No # 03: Gender
Female 64%
Source: Field Work
The above graph shows the gender diversification of account holders at Lalmatia Branch, IFIC Bank Ltd. where 64% of them are male and 36% are female. In Bangladesh, as most business-persons are male so it triggers the leading customers according to their gender diversification. Monthly Expenditure 16%
24%
Below Tk. 10,000 Tk. 10,000 - Tk. 20,000
20%
Tk. 20,000 - Tk. 30,000 Above Tk. 30,000
40%
Figure No # 04: Monthly Expenditure Source: Field Work
The above graph shows the range of monthly expenditure (in Taka) of account holders at Lalmatia Branch, IFIC Bank Ltd. There are 16% of customers who spend below Tk. 10,000 per month, 20% are in the range of Tk. 10,000 - Tk. 20,000, 40% are in the range of Tk. 20,000 - Tk. 30,000 and 24% are in above Tk. 30,000.The monthly expenditure range varies by the customers nature activities and social class. A bank has customer including household, businesses and corporation. Occupation 14%
6%
Professionals
10%
Figure No # 05: Occupation
Service-holder 40%
Business Housewife
Source: Field Work
Other 30%
The above graph shows the occupational differentiation of account holders at Lalmatia Branch, IFIC Bank Ltd. where 6% are professionals, 40% are service-holders, 30% are involved in business, 10% are housewives and 14% are engaged in other works. The nature of customers in a bank may differ by their occupation. As bank act as a lender and borrower of funds. On the other hand for a branch location is also an important variable to identify customer nature. As the location at Lalmatia Branch is in residential area service holders and householders are the target customer’s group here and the other occupations are next to them. Types of Account Figure No # 06: Types of Account
20%
Source: Field Work
Savings Account 50% 20%
Current Account Short Term Deposit Fixed Deposit Receipt
10%
The above graph shows about the different type of accounts that customers want to open at Lalmatia Branch, IFIC Bank Ltd. 50% customers are willing to open Savings Account, 10% in Current Account, 20% in Short Term Deposit (STD) and 20% in Fixed Deposit Receipt (FDR).As the majority customers at Lalmatia Branch is lender group of a bank; as half of the accounts are savings. Then there are second position of STD and FDR, while currents accounts are the least position. Monthly Transaction 10% 24% 0-1 times 2-3 times
26%
4-5 times 6-9 times 10 times and above 10%
30%
Figure No # 07: Monthly Transaction Source: Field Work The above graph shows the times of account holder’s monthly transactions at Lalmatia Branch, IFIC Bank Ltd. There are 24% customers who transacts 0-1 time per month, 30% goes for monthly transaction of 2-3 times. As the majority customers are service holders and house wife’s and they frequently do not transaction many times per month. So the survey shows that the majority clients not involve in transaction more than 3 times per month. 10%
goes for monthly transaction of 4-5 times, 26% goes for monthly transaction of 6-9 times and 10 times or above is 10%. What type of account operating system is mostly agreed by the customers?
24%
Singly Jointly
76%
Figure No # 08: What type of account operating system is mostly agreed by the customers? Source: Field Work
The above graph shows the customer’s preferences to choose account operating system of bank account at Lalmatia Branch, IFIC Bank Ltd. There are about 76% customers who choose singly account operating system. Most of the customers choose to operate their accounts singly because the customers want a reliable process to keep their fund safe. This is also triggered by the values of customers of the branch. 24% are preferred to operate jointly. How long do you enjoy the service form this branch?
16% 0-1 year 10%
44%
2-3 years 4-5 years
10%
6-7 years More than 7 years
20%
Figure No # 09: How long do you enjoy the service form this branch Source: Field Work
The above graph shows the timeline that how long the account holders are taking services at Lalmatia Branch, IFIC Bank Ltd. The survey indicates 16% customers are in the range of 0-1 year, 10% are in 2-3 years, 10% are in 4-5 years, 20% are in 6-7 years and 44% are in more than 7 years. As the majority clients are residential and they want to retain at the branch for longer period so, as the time range increase they are willing to stay for long, accept those who are business entities they choose to retain for short times. Average amount of transactions per month in this branch.
12% 28% Less than Tk. 5,000
16%
Tk. 5,000 - Tk. 10,000 Tk.10,000 - Tk. 15,000 Tk. 15,000 - Tk. 20,000 Over than Tk. 20,000
20%
24%
Figure No # 10: Average amount of transactions per month in this branch Source: Field Work The above graph shows the average range of transactions (in Taka) per month by account holders at Lalmatia Branch, IFIC Bank Ltd. There are 28% who are less than Tk. 5,000, 24% are in the range of Tk. 5,000 - Tk. 10,000, 20% are in between Tk.10,000 - Tk. 15,000, 16% are in Tk. 15,000 - Tk. 20,000 and 12% are in over than Tk. 20,000. As most of the customers are service-holders and house-wife so, their trend at average amount of transactions per month decrease as the range of amount increases. What type of service do you receive from this branch? 30%
50% Pay Order/ Demand Draft 2%
Term Loan Short Term Deposit (SOD)
12% 6%
SMS Banking Inward Remittance
Figure No # 11: What type of Service do you receive from this branch?Source: Field Work
The above graph shows the variation of services that customer receive at Lalmatia Branch, IFIC Bank Ltd. There are 50% customers in Pay Order/ Demand Draft. As the average clients are residents to the branch and non-business entity they prefer to the general banking services like pay order/Demand Draft and Inward Remittance other than the loan schemes.6% in Term Loan, 12% in SOD, 2% in SMS Banking and 30% in Inward Remittance. Account opening documents are kept in well organized and systematic way 0% 0% 10% 16%
24%
0%
0% Strongly Agree Strongly Agree Agree 50% Agree Moderate Moderate Disagree
40% 60%
Disagree Strongly Disagree Strongly Disagree
Figure No # 13: Account opening documents are kept in well organized and systematic way Source: Field Work
The above graph shows the opinion of customers towards the issue that account opening documents are kept in a systematic & organized way at IFIC Bank Ltd. The scale shows that 60% of the customers are Strongly Agree. The majority customers respond that the account opening documents are kept in a safe, systematic and organized way because IFIC bank Ltd. that the documents as asset of identification for each clients and give value and protection to preserve them.24% are Agree, 16% are Moderate s with the statement.
The service providers possess professional knowledge for providing information to new account holders 0% 10%
0% 26% Strongly Agree Agree Moderate Disagree Strongly Disagree
64%
Figure No # 15: The service providers possess professional knowledge for providing information to new account holders Source: Field Work The above graph shows the opinion of customers towards the banker’s ability to provide professional knowledge and information to new account holders at Lalmatia Branch, IFIC Bank Ltd. The scale shows that 26% of the customers are Strongly Agree, 64% are Agree, because the branch employees provide honest professional knowledge and information to it new and potential customers. 10% are Moderate with the statement. The service charge and fees are higher
4% 16%
16% Strongly Agree Agree Moderate
24%
Disagree Strongly Disagree
40%
Figure No # 16: The service charge and fees are higher Source: Field Work The above graph shows the opinion of customers towards the service charge & fees at Lalmatia Branch, IFIC Bank Ltd. The scale shows that 16% of the customers are Strongly Agree, 24% are Agree, 40% are Moderate, the majorities respondents say that they are at a moderate position, because service charge and fees are more/less of a same range comparing to the other private banks beside this branch.16% are Disagree with the statement. IFIC Bank Ltd. shows sincere attention in solving your banking problems 0% 20%
0% Strongly Agree Agree Moderate
20%
60%
Disagree Strongly Disagree
Figure No # 17: IFIC Bank Ltd. Shows sincere attention in solving your banking problems Source: Field Work
The above graph shows the opinion of customers towards that, IFIC Bank Ltd. shows sincere attention in solving customer’s banking problems. The scale shows that 60% of the customers are Strongly Agree, 20% are Agree, because the bank officials pay their almost attention and time and discuss matter thoroughly with the customers to solve their problem and the maximum value. 20% are Moderate with the statement. This branch is giving very quick services to the customers
0%
6%
30%
24%
Strongly Agree Agree Moderate Disagree Strongly Disagree
40%
Figure No. 4.18 This branch is giving very quick services to the customers Source: Field Work
The above graph shows the opinion of customers towards the question of quick customer service at Lalmatia Branch, IFIC Bank Ltd. The scale shows that 30% of the customers are Strongly Agree, 40% are Agree, because the bank officials pay their clients a higher value by providing quick and efficient services. 24% are Moderate, 6% are Disagree with the statement. The environment of this branch is friendly 4% 6%
0% Strongly Agree Agree
30%
Moderate 60%
Disagree Strongly Disagree
Figure No # 19: The environment of this branch is friendly Source: Field Work The above graph shows the opinion of customers towards the “customer friendly environment� at Lalmatia Branch, IFIC Bank Ltd. The scale shows that 60% of the customers are Strongly Agree, 30% are Agree, because the branch officials conduct the customers with a professionally and friendly manner to build up a banking relationship and problem solving. 6% are Moderate, 4% are Disagree with the statement. Employees are highly skilled 0% 14%
0% 30%
Strongly Agree Agree Moderate Disagree Strongly Disagree
56%
Figure No # 20: Employees are highly skilled Source: Field Work
The above graph shows the opinion of customers towards the matter that the employees are highly skilled in account opening procedure at Lalmatia Branch, IFIC Bank Ltd. The scale shows that 30% of the customers are Strongly Agree, 56% are Agree, because the employees of this branch are highly skilled with having a professional knowledge to clear the banking key terms, law and practices to the customers to understand properly.14% are Moderate with the statement. How long this branch needs to issue cheque book to customer? 0% 0% 8% 12%
Within 3 days Within 4 days Within 5 days Within 6 days Within 7 days
80%
Figure No # 21: How long this branch needs to issue cheque book to customer? Source: Field Work The above graph shows the opinion of customers toward a question that how long the cheque book need to issue to account holders at Lalmatia Branch, IFIC Bank Ltd. always time 80% customers are give the cheque book within 7 days. Sometimes 12% customers are giving the cheque book within 6 days & any emergency situation 8% customers are give the cheque book within 5 days. The bank's locker is highly secured
0% 14%
0% Strongly Agree Agree
30%
56%
Moderate Disagree Strongly Disagree
Figure No # 22: The bank's locker is highly secured Source: Field Work The above graph shows the opinion of customers towards the issue that the bank’s lockers highly secured at Lalmatia Branch, IFIC Bank Ltd. The scale shows that 56% of the customers are Strongly Agree, 30% are Agree, because customers especially the residents at Lalmatia, Dhanmondi and Shaymoli thinks that precious things are secured to keep at the banks locker then their house,14% are Moderate with the statement. 3.11 SWOT Analysis of the Lalmatia Branch of IFIC Bank Ltd. The overall evaluation of bank’s strength, weakness, opportunity and threat is called SWOT. S = Strength W =Weakness O =Opportunity T =Thereat
SWOT is internal and external factor of the bank. Internal factors are controllable and external factor are not controllable. Internal factors are management related that is controllable by the bank. The impact of SWOT may negative or positive on the bank. Favorable impact of SWOT can create organizational progress and unfavorable SWOT creates lot of organizational problem. Strengths: The attribute with which customers were highly satisfied but gave less importance was tagged as the strength areas of the bank. Some attributes that give IFIC Bank Ltd. a better standing in the competition. These are: •
Large number of customers
•
Location of the branches
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Professionalism of the employees
•
Rates on savings
Weakness: Some weaknesses of the bank were pointed out in the survey, which had low satisfaction scores and were somewhat less important to customers. But in order to improve overall satisfaction these attributes should be considered. •
Slow decision making due to large hierarchy
•
Solution searching tendency of employees
•
Location of the ATM’s
•
Willingness to help
Opportunities: Opportunities are the ones that hold bright prospects for IFIC Bank Ltd. identifying that where it should build its strength. These opportunities are: •
Reliability of the statement
•
Fees and service charges
•
Location of the branch
•
Savings service
Threats: Threats are ones that represent danger for the bank in its future growth and are responsible for the downgrading of customer satisfaction. Some of the threats are:
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Location of the ATM’s
•
Technology of bank
•
phone banking service
•
neatness of employees
•
Friendliness of employees
FINDING OF THE STUDY Findings
Quality of service is the most impotent part for the account opening department but they do not provide proper attention from quality services.
IFIC Bank does not give individual attention to the customer
Lots of formalities are followed before opening account which is very disgusting for customer.
The process Cheque book issue takes at least 7 days but it is very long time for customer.
The customer coming a with complaints regarding unsufficient ATM booths because of ATM network still now does not cover all area.
RECOMMENDATION Recommendation IFIC Bank is one of the most flourishing Bank of Bangladesh with wide growth opportunities in the industry. The survey on the customers of IFIC Bank was conducted with an aim of improving the overall customer satisfaction at IFIC Bank Ltd. The research gave valuable insights as to where improvements were necessary to improve the quality of service. IFIC Bank has strong organizational strength can successfully utilize the opportunities and overcome its weakness. These are given below: •
IFIC Bank should provide proper attention for quality service.
•
The Bank should give individual attention to the customer for more satisfaction.
•
They should reduce some formalities before opening account which will be easier to understand for the customer.
•
They should process cheque book issue at least 3 days.
These are all about the recommendation provided based on survey and my personal experiences of internship in IFIC Bank. By following these recommendations IFIC Bank can take a step to make marketing research for the better customer satisfaction in account opening procedure. CONCLUSION The marketing department should think freshly about their marketing objectives and practices. Rapid changes can quickly make yesterday’s winning strategies out of date. As a developing private bank in Bangladesh, IFIC Bank shouldn’t allow their client to get dissatisfied with their service. They have their competitors who actively striving to take the advantages in every side. During the course of my practical orientation. Appendix: 7.1Questionnaire Customer Satisfaction on Account Opening Procedure and Customer Service Department of IFIC Bank Limited at Lalmatia Branch. Dear Customer, I am a student of UODA, Department of Business Administration. Here I go to conduct a study on Customer Satisfaction on Account opening procedure and customer service department of IFIC Bank Limited at Lalmatia Branch This study only for my educational purpose. I have developed a questionnaire to collect info for the customers about the service quality of IFIC Bank Limited at Lalmatia Branch Thank you for your kind information. Demographical Information: 1. Age: a) Below 20 years
b) 20-30 years
c) 30-40 years
d) 40-50 years
e) Above 50 years
2. Education Level: a) SSC
b) HSC
c) Graduate d) Post Graduate e) Others
3. Gender: a) Male
b) Female
4. Monthly Expenditure: a) Below Tk10,000 b) Tk10,000- Tk20,000 c) Tk21,000- Tk30,000 5. Occupation a) Professionals
b) Service
d)Above Tk30,000
c) Business
d) Housewife
e) Others
6. Types of Account (a) Saving Account
(b) Current Account
(c) Short Term Deposited
(d) Fixed Term Deposit 7. Friquency of monthly transaction (a) 0-1Times
(b) 2-3 Times(c) 4-5Times(d) 6-9 Times(e) 10 Times above
8. What type of account operating system is mostly agreed by the customers? (a) Singly
(b) Jointly
9. How long do you enjoy the service from this branch? (a) 0-1 year (b) 2-3 years (c) 4-5 years (d) 6-7 years (e) More than 7 years 10. Average amount of transaction per month in this branch (a) less than Tk5000 (b)Tk5000- Tk10000 (c) Tk10000- Tk15000 (d)Tk15000- Tk20000 (e) over than Tk20000 11. What type of services do you receive from this branch? (a)Pay order/Demand Draft (b) Term Loan (c) SOD (d) SMS banking (e) Inward Remittance 12. Account opening procedure is flexible. Strongly Agree 1
Agree 2
Moderate 3
Disagree 4
Strongly Disagree 5
13. Account opening documents are kept in well organized and systematic way Strongly ee
Agree
1
2
Moderate
Disagree
3
4
Strongly Disagree 5
14. Lot of formalities is followed before opening any account. Strongly Agree 1
Agree
Moderate 2
3
Disagree 4
Strongly Disagree 5
iv 15. The service providers possess professional knowledge for providing information to new account holder. Strongly
Agree
Moderate
Disagree
Strongly Disagree
Agree 1
2
3
4
5
16. The service charge and fees are higher. Strongly Agree 1
Agree 2
Moderate 3
Disagree
Strongly Disagree
4
5
17. IFIC Bank Limited shows sincere attention in solving your problem. Strongly Agree 1
Agree
Moderate
2
Disagree
3
Strongly Disagree
4
5
18. This branch is giving very quick services to the customers. Strongly Agree 1
Agree
Moderate
Disagree
3
4
2
Strongly Disagree 5
19. The environment of this Branch is friendly Strongly Agree 1
Agree
Moderate
2
Disagree
3
4
Strongly Disagree 5
20. Employees are highly skilled Strongly Agree Agree 1
Moderate
2
Disagree
3
4
Strongly Disagree 5
21. How long this branch need to issue the cheque books to customer (a) 3Days (b) 4Days (c) 5Days (d) 6Days (e) 7Days 22. The banks locker is highly secured. Strongly Agree Agree 1
Moderate
2
References websites http://www.ificbankbd.com
http://www.google .com http://www.weekpedia .com
3
Disagree 4
Strongly Disagree 5
Books: ďƒ˜ Book study from services Marketing ( Zeithaml, Bitner )Fourth Edition ďƒ˜ Book Study from Marketing Management(Philip kotler),Eleventh Edition