Service Problems To The Customers In Banks

EXECUTIVE SUMMARY:

This project of Research Methodology and Report Writing

comprises of research study on different kinds of counter service

problems to the customers in Banks. The organization, which we

have selected for this study, is the “National Bank of Pakistan”,

which works as an agent of “State Bank of Pakistan”, wherever there

is no direct access of State Bank of Pakistan. No doubt, National

Bank of Pakistan is one of the largest banking network systems in

Pakistan and is functioning very e‘ciently. However, with the

passage of time it is now facing a lot of hardships in handling a very

big rush of its customers at the counter which is now becoming a

headache for it. In our research study, we have found and

concentrated on the various reasons, which will help in removing

these inconveniences, and which in turn, will be beneficial to the

National Bank of Pakistan as well as to its customers.

Our emphasis will be to *nd the various reasons that why the

National Bank of Pakistan is facing these severe problems and

hardships in entertaining its customers at the counter and then we

will suggest them that how they can be able to diminish these

problems and improve its counter services to its customers.

Group number 3.

1

Group number 3.

2

Background / History of the problem:

The major objective of our project is to gain knowledge how

problems are solved when the t occur at banks counters. We got the

opportunity of visiting the National Bank main branch bank road

Mardan for the purpose of getting information regarding our project

and to enhance our knowledge of practical research.

National bank of Pakistan was established in Nov 20, 1949

under the National Bank ordinance dated Nov 8, 1949. It is a

government bank. The bank is authorized to act as an agent &

trustee of SBP, where the SBP has no own direct access and at the

same time a trustee of public finance. It started functioning from

Nov 20, 1949. It is now the biggest financial institution in Pakistan.

For many years, it is functioning as a commercial bank and

providing services to its customers. Especially a large number of

customers are Government employees. Its employees were limited

and it was able to serve the customers in a better way. But with the

passage of time, their numbers of customers are increased and it

has not updated its system to meet the changing circumstance.

Especially, now a day, it is facing a crucial problem at the counter

service at the end of each month when there is a rush of customers

at the counter. In this research, we will be considering the various

factors in6uencing the counter service problems. We will also

analyze the factors that will help to overcome this problem.

Group number 3.

3

Group number 3.

4

Limitations of the study:

There are various limitations that we have identified during the

course of our project. The nature of these problems with concerned

directly with the nature of the research and the methods that we

have in conducting this research. Some limitations of the study are

below.

1) The chosen sample doesn’t accurately re6ect the response

that we obtained from the response more banks.

2) We cannot reach a specific conclusion as to the impact of each

factor on counter service. We can only formulate the

hypothesis that the relationship exists but we are unable to

determine the extent of relationship.

3) From the limitation given above we can deduce that in depth

research into the factors affecting market share will require

greater time and resources as this is a very vast area of

research. Therefore we faced time and budget constraints.

4) The major limitation of our research is that this topic is being

investigated for the first time. Therefore, we have not found

any forms of secondary data to support our finding.

Group number 3.

5

Group number 3.

6

Problem definition:

NBP is currently facing the problem of rush in the counter

services. This is concluded from the information provided by the

employees and customers. We have learnt through study and also

asked the employees and customers about the reasons of the huge

rush on the counter services . These reasons are unskilled

employees, discrimination among the employees, the old manual

system that he following the NBP bank road Mardan and no

employee’s commitment. It also came to know that working of the

management is dissatisfactory, which is the main reason of the

problems occurring in the NBP bank road Mardan. Now we can

7