Impact of customer satisfaction on corporate financing decision of ONE Bank Limited.

INTERNSHIP REPORT
On
“Impact of customer satisfaction on corporate financing
decision of ONE Bank Limited.”
Submitted To
Md. Rashidul Islam
Assistant Professor
Department of Business Administration
Submitted By
Md. Masudur Rahman
ID:2017-1-10-089
Spring’21
Course Code: 499 (Internship)
Submission Date: 03rd June, 2021

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LETTER OF TRANSMITTAL
Date: 03rd
June, 2021
Md. Rashidul Islam
Assistant Professor
East West University
Aftabnagar, Dhaka 1212
Subject: Submission of Internship report on “Impact of customer satisfaction on corporate
financing decision of ONE Bank limited”.
Sir,
This is indeed a great pleasure to have the opportunity to submit my internship report on the
experience gained during my three-month internship period at ONE Bank Ltd. I have prepared this
report in accordance with the instructions given by you. I expect this report to be informative.
Working in ONE Bank Ltd was an inspiring and learning experience for me. I hope this knowledge
will facilitate me a lot in my future career endeavors. In spite of the various difficulties faced in
preparing the report, I have given utmost care to be as thorough as possible. With my limited
knowledge, I have tried my best to make the report worthwhile.
I sincerely hope that this report meets your approval and demonstrate my ability to present
internship reports. I would be glad to explain you with any clarification if required.
Sincerely Yours,
_______________________
Md. Masudur Rahman
Student ID :2017-1-10-089
Date:03rd
June, 2021

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DISCLAIMER
I declare that I have carried out internship project on the topic entitled “Impact of customer
satisfaction on corporate financing decision of ONE Bank limited”
I further declare that this internship report is based on my own work, survey and face to face
conversation with the customer and bank officer, and no part of this project has been published
or submitted to anybody.
__________________________
Md. Masudur Rahman
ID:2017-1-10-089
Date:03rd
June, 2021

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ACKNOWLEDGEMENT
I, Md. Masudur Rahman, a student of East West University, is highly grateful to all those who
guided me in completing this project.
In the beginning, I am very much grateful to the almighty Allah for giving me the strength to
complete the report correctly. Without the blessings of my almighty, it would never be possible
for me to complete both the internship period and this report successfully.
A special thanks and gratitude go to my internship’s supervisor Md. Rashidul Islam. Without his
valuable supervision and direction, it would not have been possible to complete this report.
Then, I would like to express my heartfelt gratitude to the ONE Bank Limited, Motijheel branch,
for giving me a chance to complete my internship program at their branch, allowing me to gather
information and helping me every possible way preparing the internship report. My endless thanks
to Mr. Kazi, Md. Eleas Kanchon, (SAVP & Head of Branch), Mr. Md. Nazrul Islam Khan, FAVP
& Branch Service Manager. I worked with Muhammod Afroz Bashar (SPO, RM, loan and advance
department) and Farooque Hossain, (SPO, RM, loan and advance department), Tanvir Hasan
(ARM, loan and advance department), Uzzal Moni (SO, General banking department), Suprava
Barua (Officer, General banking department), Tasmia Rahman (JO, General banking department)
Motijheel Branch. Besides, I found all other branch colleagues very helpful and made my
internship more enjoyable and eventful. They helped making my capacity of doing official tasks
before entering the corporate world.

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EXECUTIVE SUMMARY
An internship program is very crucial & essential for acquiring experience through learning and
extending the scope of knowledge. I have done my internship program at ONE Bank Limited.
This internship report aims to provide a comprehensive picture to find out the customer satisfaction
level in Corporate financing (Loan) of ONE Bank Limited, Motijheel branch. To evaluate
customers’ satisfaction level and how it affects banks financing policy. The report has been divided
into different parts. These are Introduction, Overview of ONE Bank Limited (OBL), Internship
role and experience, Customer satisfaction, Findings, Recommendation, and References &
Bibliography. ONE Bank Limited is one of the most popular commercial Bank in Bangladesh. The
main objective of the Bank is to provide all banking services at the doorsteps of the people. The
Bank also participates in various social and development programs and takes part in implementing
various policies and promises made by the Government and Bangladesh Bank.
ONE Bank Limited plays a pioneering role in handling corporate financing. They are trying to
provide higher quality services in corporate finance e.g., trade finance, project finance,
infrastructure finance. The information of the report has collected from two sources: primary and
secondary sources. Primary sources data are a collection from Questionnaire development, Survey,
Observation and face-to-face conversation with officers and customer and the secondary sources
like Internal record of Bank, published reports, annual report 2015 & 2019 are collected from the
websites of ONE Bank Limited. It includes a source of existing/published data, such as Operational
manual, official website, Banking journals, Research papers and financial statement. After
analyzing the survey and face to face conversation with the customer, it is found that the number
of customers of Motijheel branch is not so high. Among all of the credit, corporate clients are very
significant in number. Around fifty percent of their total loan are investing in corporate finance.
Most of the corporate clients are very loyal to the Bank. The level of satisfaction of corporate
customers of this branch is found high, and customer's perception toward service quality is higher
than their expectations. It implies that employees of this branch are very responsive and reliable
even though customer faces some problems while dealing with the bank such as workforce
problem, scarcity of machines, insufficient fund, better quality of customer services etc.
Some effective steps should be taken for the betterment or upgrading of such essential services.
To gain significant market share, the Bank should improve its customer services. Also, they should
need to put much efforts to the marketing program as most of the customers are unaware of the
facilities that ONE Bank is providing. It surely helps the bank to enhance its image nationally &
internationally.

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ACRONYMS
Short Forms Abbreviation
BB Bangladesh Bank
BRPD Banking Regulations and policy department
CAR Capital Adequacy Ration
CC Cash Credit
CFA Corporate Financing Activities
DF Doubtful
DPS Deposit Pension Scheme
DRC Data Recovery Center
FAVP First Assistant Vice President
FDR Fixed Deposit Receipt
ICRRS Internal Credit Risk Rating System
KYC Know Your Customer
L/G Letter of Guarantee
OBL One Bank Limited
PO Principal Officer
RM Relationship Manager
ROA Return on Asset
ROE Return on Equity
SAVP Senior Assistant Vice President
SERVQUAL Service Quality
SME Small and Medium Enterprise
SPO Senior Principal Officer
SS Sub-Standard
TL Total Loan

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INDEX
Chapter 1: Overview of the Report ..............................................................................................................3
1.1 Introduction............................................................................................................................................4
1.2 Objectives of the study...........................................................................................................................4
1.3 Research questions.................................................................................................................................5
1.4 Research Contribution............................................................................................................................5
1.5 Scope of Study .......................................................................................................................................6
1.6 Limitations of Study...............................................................................................................................6
Chapter 02: Literature Review and ..............................................................................................................7
Hypotheses Development.............................................................................................................................7
2.0 Literature Review...................................................................................................................................8
2.1.1 Customer satisfaction ......................................................................................................................8
2.1.2 Service Quality ................................................................................................................................9
2.1.2 Customer Loyalty ..........................................................................................................................11
2.1.3 Corporate Financing Decision.......................................................................................................12
2.2 Conceptual Framework ........................................................................................................................14
2.3 Hypothesis Development .....................................................................................................................16
Chapter 3: Methodology.............................................................................................................................17
3.1 Overview..............................................................................................................................................18
3.2 Sample and Data...................................................................................................................................18
3.3 Data analysis Technique.......................................................................................................................19
Chapter 4: Result & Discussion .................................................................................................................21
4.1 Result and Discussion ..........................................................................................................................22
4.1.1 Qualitative Analysis ......................................................................................................................22
4.1.2 Descriptive Analysis......................................................................................................................28
4.1.3 Results and Discussion on Correlation Analysis...........................................................................29
Chapter 5: Findings....................................................................................................................................31
5.1 Findings................................................................................................................................................32
Chapter 06: Recommendation....................................................................................................................34
& Conclusion..............................................................................................................................................34
6.1 Recommendations................................................................................................................................35

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6.2 Conclusion............................................................................................................................................37
Reference:...................................................................................................................................................39
Appendices.................................................................................................................................................41

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Chapter 1: Overview of the Report

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1.1 Introduction
Customers are the crucial factor for an organization. To be successful, organizations must focus on the
customers' needs and wants. Through fulfilling customers' demands and satisfying them, a company
can achieve its goal quickly. Because when a customer is satisfied with an organization's products and
services, s/he becomes loyal to the company's product, leading them to repurchase it. However,
satisfying customers and creating a long-term relationship with them is a challenging task. In this high
competition-based world, every company competes with each other by offering new and innovative
products and services according to the customer's demand, and customers also switch to that brand
from which they get more benefits. In this situation, every company should satisfy the customers for
the company's overall success. The banking sector of Bangladesh is becoming competitive day by day;
new banks are opening, existing banks are trying to add innovative products in their product line and
making their services more efficient, new technologies are coming for convenient banking. Among all
of the banks operating in Bangladesh, One Bank Limited is one of the prominent commercial banks of
Bangladesh. ONE Bank Limited was incorporated in May 1999 with the Registrar of Joint Stock
Companies under the Companies Act. 1994, as a commercial bank in the private sector. The Bank is
pledge-bound to serve the customers and the community with utmost dedication. The prime focus is
on efficiency, transparency, precision, and motivation with the spirit and conviction to excel as ONE
Bank Limited in both value and image.
The Bank always gives priority to their customer's demands and focuses on customers' satisfaction. For
this reason, from time to time, they add new products & services, add new technologies & update their
software, and employ qualified & trained employees to serve customers adequately. The Bank
currently has 107 branches and 25 sub-branches all over Bangladesh.
1.2 Objectives of the study
Primary objective
The primary objective of this report is to find out the customer satisfaction level in corporate financing
(loan) decision of One Bank Limited, Motijheel branch. To evaluate customers' satisfaction level and
how it affects bank's financing decisions. The bank cares about their customer and the service what
they have to be provided. Also, find out that the bank took their financing decision on behalf of the
customer betterment or not. And how its impact the customer satisfaction level of the corporate client.

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Secondary objectives
Besides the primary objectives, secondary objectives are as follows:
1. To find out the common reasons for loans from OBL and their service.
2. To learn why maintaining a Loan account at OBL and customers' satisfaction level on it.
3. To observe the awareness of the customers about the service charges and recovery.
4. To find out the overall situation of ‘loans and advance’ department of OBL, Motijheel branch.
1.3 Research questions
I pose the following questions in my research to understand the factors influencing customer
satisfaction on corporate financing decision of ONE Bank Limited. For the fulfilment of the research
objective, a set of research question will have to be constructed and answered.
What’s the understanding of the concept of customer satisfaction and customer
loyalty and the elements influencing them?
What connection exist between customer satisfaction and customer loyalty?
How Bank treated their corporate customer and makes them increase the level
of satisfaction and customer loyalty?
How customer satisfaction impacts on the corporate financing decision of OBL?
1.4 Research Contribution
In addition to practical implications, the present study also contributed to current literature. This study
contributed to the current understanding of customer satisfaction on the corporate financing decision of
ONE Bank Limited. The main goal of this report to find out the level of customer satisfaction and customer
loyalty. Moreover, find out that the bank took their financing decision on behalf of the customer betterment.
And how its impacts the customer satisfaction level of the corporate client. To determine this, I collect
some sample data by asking some customers randomly and talk with some officials. I used the
SERVQUAL method to collecting my sample in five different segments. I collected all of those data from
a survey question and some of the data I collected from talking about some relevant questions about

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customer satisfaction and bank’s financing decision. After collecting all those data, I used the SERVQUAL
method to segregate the variables and find out customer satisfaction and all other goals of this report. After
that, I used to analyze all those data in Descriptive analysis, Qualitative analysis, and Correlation Analysis
to find out the goal of this research paper. I used MS Excel And SPSS Software to analyze Descriptive
analysis, Qualitative analysis, and Correlation Analysis. After analyzing all those data, I got the same
answer in all those analyses. Moreover, that is the customer satisfaction level, and customer loyalty level
is strongly positive, and there is an impact on corporate financing decision of ONE Bank Limited.
1.5 Scope of Study
This report will be helpful to those people who intend to prepare further researches on the banking
industry of Bangladesh in the future. From this report, they can be able to gather knowledge about the
loan products and services offered by OBL; tools used to satisfy their customers, customers' satisfaction
level on Loans and Investments, which will help others decide if they will take loans from this Bank
or not. As the preparation time of this report was short, there may be some lack of information about
the services provided by OBL.
1.6 Limitations of Study
The study is conducted with an objective to make a thorough study of loans & advances management
that have been availed many facilities and faced some obstacles during my study. These obstacles may
be termed as limitation of the study. These limitations are as follows:
➔ The data were collected from some sections of general banking & loan of OBL, Motijheel
branch.
➔ Officials of OBL had not disclose some information as those were highly confidential to be
disclosed.
➔ Sample size is too small to figure out an accurate picture of customer satisfaction.
➔ Some of the customers were hesitating and were not interested in filling up the survey form.
➔ As the internship time was only three months, the opportunity to collect broad ideas about the
banking sector of Bangladesh was narrowed.
➔ Also, because of the COVID pandemic situation, getting adequate information from the
officials and customers was limited.

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Chapter 02: Literature Review and
Hypotheses Development

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2.0 Literature Review
2.1.1 Customer satisfaction
Customer satisfaction is a business term that is the degree of satisfaction level provided by the goods
and services of a company. It is a relative term that varies upon the company's internal and external
factors. In brief, customer satisfaction is determined by a company's products and services and
competitors' products and services. For example, if a restaurant tries their best to serve high- quality
foods for customers, they have to serve better quality than competitors to earn the highest customer
satisfaction. When the organization can meet the expectations of customers, then the numbers of
repeated customers increase. However, the company's job does not end at the level of selling the
products. They also have to be conscious about after-sale services if they want to influence the
repurchase decision of customers. Nowadays, the market is highly competitive, so if an organization
wants to earn customers' satisfaction, they have to be customer-focused and take the strategic
decisions in the best interest of customers.
Customer's Job satisfaction is tough to define as many factors have a significant influence on it. With
the help of a research paper, I have developed a diagram related to customer satisfaction.
What Is Satisfaction
Performance < Expected →Dissatisfaction
Performance = Expected →Satisfaction
Performance > Expected →Delight
It implies that if Bank's performance does not fulfill the customer's expectation, then the customer is
dissatisfied, and if performance is equal to expectation, then the customer is satisfied. However, if
Bank's performance is higher than the expectation, it can be implied that the customer is delighted
with the Bank's service.
Customer satisfaction depends on various factors. Customers will be satisfied with the Bank when
they will continuously get excellent and quality services from the Bank employees. Different factors
influence customer's satisfaction levels. This research has tried to determine customer satisfaction
on five critical dimensions: tangibles, reliability, responsiveness, assurance, and empathy.

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Measuring Customer satisfaction by SERVQUAL Model
2.1.2 Service Quality
Service quality (SERVQUAL) can be defined as the gap between customers' expectation and reality
of services received. SERVQUAL is the control over the degree of quality needed to fulfill customers'
expectations. It is a set of benefits obtained by customers either directly or indirectly in facilitating
the acquisition of products and services by placing greater emphasis on the terms of services,
qualities, and levels of customers. In service quality measurement, two models have been widely
used—the CARTER model and SERVQUAL model. The SERVQUAL model was introduced and
further improved. The main difference between the SERVQUAL and CARTER models in several
dimensions of service quality measurement. SERVQUAL uses five dimensions: tangibles, empathy,
assurance, reliability, and responsiveness, while the CARTER model defines six dimensions, adding
one more compliance with the SERVQUAL model. Previously SERVQUAL model determines
service quality and customer satisfaction in Sweden. In SERVQUAL, the service quality
measurement scale has widely used both the SERVQUAL and CARTER models.
Moreover, many scholars developed the SERVQUAL model in the context of Bank's customer
satisfaction, service quality, and customer loyalty determination. Many researchers have proposed to
use it practically in the banking industry with minor changes. It is also evident that in Bangladesh and
around the world, conventional banks are also performing dual banking services (conventional and
Islamic). Based on the discussion and prior literature, the study adopted the SERVQUAL model.

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Many researchers define service quality as the long-term evaluation of the customers' extrinsically
perceived attitudes on services, employee involvement, commitment to the final goods and services,
strategic effort to obtain a competitive advantage, and value. Service quality considers the most
crucial and significant driver of the banking industry because service quality provides an inclusive
(managerial issues) and particular (social and environmental issues) image of the organization.
Therefore, the service quality of banks must comply with the Bangladesh bank principles. Moreover,
the recent study concluded that Bangladeshi bank performance majorly depends on the Central bank
compliance determined by service quality. Additionally, conducting a study in the Retail Bank shows
that the more the service quality increases, the more its servicing cost decreases. Moreover, the
SERVQUAL model's five dimensions determine the nature of the service quality of the organization.
Prior literature found the different significant results of tangibles, empathy, assurance, reliability,
and responsiveness with customer satisfaction.
Tangibles
A tangible indicates the physical outline of a bank which includes furniture, fixture, and equipment,
and physical facilities, such as the cleanliness, personal appearance, and the overall environment of
the Bank. Effective and efficient management with tangible assets of banks may provide excellent
services to the customer that will create a satisfied customer. Furthermore, some studies found
evidence of a positive association of tangibles with customer satisfaction and loyalty in banks.
Additionally, tangibles are the most significant factor that makes a customer satisfied. On the other
hand, the most recent study shows an insignificant relationship between tangibles and customer
satisfaction in a banking environment. As an emerging economic country, we like to believe that
banks in Bangladesh have a robust tangible environment that changes customer attitudes and makes
them loyal customers.
Empathy
Empathy defines individualized problem-solving, caring, and providing the best support of the banks
to the customers. The empathy of a bank represents the staff's profiles, which creates an intimate
relationship with customers. Empathy also represents the services provided by the banks to its
customers as per their interest which best suits them. A prior study found empathy as the substantial
factor of banks that ensures better service quality and turns a satisfied customer into a loyal one.
There is a positive and significant relationship between empathy and customer loyalty. The prior
literature and results led us to believe that Bangladeshi banks also consider empathy an essential
dimension of customer service quality.

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Assurance
Assurance defines the employee’s communication skills and ability to convey trust and confidence to
the customers. Moreover, assurance also represents customers’ perceptions of security and
employees’ attitudes, politeness, knowledge, skills, competence, quickly solving and advising
customers on specific issues, and providing customer account information quickly. A prior study
found a positive and significant relationship of assurance, whereas some other studies reported
insignificant relationships. Therefore, we like to believe that Bangladeshi banks maintain excellent
communication with the customer to become loyal clients.
Reliability
Reliability defines dependability and trustworthy services to customers. Reliability is also
represented by services provided by the Bank as promised, their speed of solving problems, the
accurate transaction processing time of the banks, operating hours of the Bank, and providing up-
to-date recording information. Satisfied and loyal customers demand more accurate and promised
services. Reliability is considered a vital tool for banks to make loyal customers. A prior study posits
a positive and significant association of reliability with customer satisfaction and loyalty.
Responsiveness
Responsiveness refers to the ability and willingness to support customers and serve them as per their
necessity. Prompt and quick responses to customer queries led to loyal clients. Moreover, Bank is
more responsive to its customers highly depends on whether the customers are satisfied with the
employees' promptness in providing services in the Bank, the willingness of employees to help them,
and sending timely bank statements with necessary services. Prior studies found a positive and
significant relationship between responsiveness and customer loyalty. We strongly believe that
Bangladeshi banks are very much concerned with responsiveness issues to customers.
2.1.2 Customer Loyalty
Loyal customers are satisfied and can be used as a marketing tool. Customer loyalty is defined as
satisfied customers who are inclined to purchase goods and services. Prior researchers broadly
defined customer loyalty in the name of behavioral and attitudinal loyalty. Both classifications
explain customers' intention to purchase, repurchase, and recommend purchasing goods and services.
In the banking context, loyalty can be defined as the customer's frequent patronage of a particular
bank over a long period.
Moreover, loyal customers show the repetitive purchasing behavior of products and services,
recommend them to others, and oppose all types of propaganda. When a customer shows their loyalty

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in the repetitive purchase of the same product or service, such a customer is called "brand loyal."
Serving loyal customers (existing) is less costly than a new customer. Customer satisfaction ensures
customer loyalty. A loyal customer is good for the organization.
2.1.3 Corporate Financing Decision
Corporate finance is the division of finance that deals with how corporations deal with funding
sources, capital structuring, and investment decisions. Corporate finance is primarily concerned with
maximizing shareholder value through long and short-term financial planning and the
implementation of various strategies. Corporate finance activities range from capital investment
decisions to investment banking. Such decisions include whether to pursue a proposed investment
and whether to pay for the Investment with equity, debt, or both. The ultimate purpose of corporate
finance is to maximize the value of a business through the planning and implementation of resources
while balancing risk and profitability.
Corporate finance has three activities.
Investments & Capital Budgeting
Investing and capital budgeting include planning where to place the company's long-term capital
assets to generate the highest risk-adjusted returns. This mainly consists of deciding whether to
pursue an investment opportunity and is accomplished through extensive financial analysis. Using
financial accounting tools, a company identifies capital expenditures, estimates cash flows from
proposed capital projects, compares planned investments with projected income, and decides
which projects to include in the capital budget.
Financial modeling is used to estimate the economic impact of an investment opportunity and
compare alternative projects. An analyst will often use the Internal Rate of Return (IRR) in
conjunction with Net Present Value (NPV) to compare projects and pick the optimal one.

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Capital Financing
This core activity includes decisions on optimally finance the capital investments (discussed
above) through the business' equity, debt, or a mix of both. Long-term funding for significant
capital expenditures or investments may be obtained from selling company stocks or issuing debt
securities in the market through investment banks.
Balancing the two funding sources (equity and debt) should be closely managed because having
too much debt may increase the risk of default in repayment, while depending too heavily on equity
may dilute earnings and value for original investors.
Ultimately, it is the job of corporate finance professionals to optimize the company's capital
structure by lowering its Weighted Average Cost of Capital (WACC) as much as possible.
Dividends and Return of Capital
This activity requires corporate managers to decide whether to retain a business's excess earnings
for future investments and operational requirements or distribute the earnings to shareholders in
dividends or share buybacks.
Retained earnings that are not distributed back to shareholders may be used to fund a business
expansion. This can often be the best source of funds, as it does not incur additional debts nor
dilute the value of equity by issuing more shares.
At the end of the day, if corporate managers believe they can earn a rate of return on a capital
investment that’s greater than the company’s cost of capital, they should pursue it. Otherwise, they
should return excess capital to shareholders via dividends or share buybacks.
Among them, Investment and capital budgeting are our research topics. If the customer is not
satisfied with the Bank's current investment policy and services, they will not come again to take
any service from the existing Bank. However, if the customer is satisfied, he becomes loyal to
Bank and comes, again and again, to get service from the Bank and also increase other people to
come and take service from this Bank. It is an easy task to handle old customers than a new one.
If the customer is satisfied, then they will take more and more loan service from Bank. As a result,
profitability also increases. So, upon seeing these parameters, management will take their
investment decision. So, it can be said that there is a positive relationship between customer
satisfaction and corporate financing decision.

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2.2 Conceptual Framework
Based on the prior literature of the SERVQUAL model, we defined customer satisfaction,service
quality, and Corporate financing decision (Capital Investment) that are the conceptual dimensions
of the study. Moreover, the conceptual model of customer loyalty is the continuous improvement
mechanism comprised of innovation, challenges, and market complexity. According to the
SERVQUAL model and questionnaire, we have developed three hypotheses in the study. (Figure
1).
Satisfied Customers are loyal
Figure 1
Therefore, the study proposes the following conceptual framework of the study (Figure 2) The
model includes two types of variables that are service quality dimensions as independent variables,
and customer satisfaction, corporate decision as a dependent variable.
More loyal customer will come
again to purchase service which
affect corporate financing
Corporate
Financing
Decision
Service Quality
Customer
Satisfaction
Customer
Loyalty

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DEPENDENT VARIABLES (CUSTOMER LOYALTY)
The dependent variable is changing as an implication of changes in the independent variable. In our
report, customer loyalty is the dependent variable because it depends on service quality. According
to our conceptual model, service quality is perceived as something good, which increases the chance
of achieving customer satisfaction.
INDEPENDENT VARIABLES (SERVICE QUALITY)
The independent variable is explained as affecting the dependent variable. The sample size and
structure do not have any effect on the other independent variables. The independent variable is
service quality, as it affects customer satisfaction. In our survey, we were trying to measure service
quality by asking fifteen questions to our targeted customer. We were following the SERVQUAL
method to find out the level of service quality.
Figure 2
Independent Variables Dependent Variables
Tangibles
Assurance
Responsiveness
Reliability
Empathy
Customer
Satisfaction
Corporate
Financing Decision
Customer
Loyalty

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2.3 Hypothesis Development
This study examines whether and how customer satisfaction affects corporate financing decision of
OBL. As discussed above, prior literatures propose different opinions on the effect of customer
satisfaction on corporate financing decision. Some supported effective satisfaction is positively related
to customer loyalty, which have positive impact on corporate financing decision. The company
structure and other attributes influence the board effectiveness and the quality of customer satisfaction.
Based on previous literatures, we developed the following hypotheses to test the effect of customer
satisfaction on corporate financing decision by dividing into individual. I choose three hypotheses to
find out the result, and those three Hypotheses are:
Overall, based on the previous theories about the relationship between service quality and customer
satisfaction, the relation depends on the ownership structure of the corporate. In OBL they pay
attention on service quality. Because it is the main factor which can lead major dissatisfaction.
Therefore, the flexibility hypothesis is more applicable in this case.
The hypothesis is as follows: H1: Service quality Dimension (Tangibles, Reliability,
Responsiveness, Assurance, & Empathy) have a significant positive relation with customer
satisfaction in OBL corporate banking.
Customer satisfaction is the main target of all organization. Because if a customer is satisfied then
he will come again and again to purchase the same service or new. It makes him loyal for the
organization. Therefore, the flexibility hypothesis is more applicable in this case.
The hypothesis is as follows: H2: Customer satisfaction have a significant positive relation with
customer loyalty. Satisfied customers are loyal.
Loyal customer come again and again to purchase same service from bank. They are asset for any
organization. Organization don’t need to pay more to catch new customer. Loyal customer does
this marketing to other. So, they play a vital role in corporate financing. So, it can be easily said
that loyal customer has a positive relation with corporate financing decision of one bank limited.
The hypothesis is as follows: H3: Customer loyalty have a significant positive relation with
corporate financing decision.

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Chapter 3: Methodology

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3.1 Overview
The research design of this study is descriptive as well as analytical Research. This study investigates the
impact of service quality dimensions on measuring overall service quality and customer satisfaction.
Quantitative methods or survey research is applied for this study. Direct responses of the respondents were
taken. Data were generated in five-point Likert scale anchored by “Strongly Disagree” = ‘1’ to “Strongly
Agree” = ‘5’. The questionnaire was referenced from SERVQUAL model. The SERVQUAL and
SERVPERF questionnaires have been widely used for measuring service quality in many research studies.
However, measurement of service quality has been dominated by the use of the SERVQUAL
questionnaire. The SERVQUAL scale which is also known as the gap model and has been proven to be
one of the best ways to measure the quality of services provided to customers. This research has been
emphasized to confirm service quality dimensions (SERVQUAL) like Tangibles (TAN), Reliability
(REL), Responsiveness (RES), Assurance (ASS) and Empathy (EMP) are used to determine the overall
service quality and customer satisfaction of the One bank Limited develop a conceptual model. I took
convenience sampling methods. 17 questionnaires were distributed to the respondents in branch premises,
but only 15 responses have been successfully obtained. It is app. 91 percent success rate for this survey.
31 respondents are male whereas 9 the respondents are female. Majority of the respondents are age between
40-65 years old, accounting for 52.5 percent. Likewise, 40 percent customer took corporate policy that
means corporate loans while others are 60 percent. As the branch is very small and due to this pandemic
situation, I could not able to gather more information from more respondents. The primary variable of the
study is Tangibles, Reliability, Responsiveness, Assurance and Empathy. Here, overall service quality is
dependent variable for model 1 and independent variable for model 2 to measure the level of customer
satisfaction. The final version of the questionnaire was made up of three major parts: (i) evaluation of five
dimensions of service quality dimensions (SERVQUAL) (ii) evaluation of customer satisfaction variables,
and (iii) demographic questions. Databases such as SPSS 13.0, Excel 2015, were used for this research. In
order to accomplish the objectives of the study, reliability analysis was done to check the scale item's
reliability. Descriptive statistics like mean and standard deviation was used. Multiple Correlation analysis
was used for testing hypotheses. The result of analysis has been properly tabulated, analyzed and
interpreted.
3.2 Sample and Data
Sample selection: Sampling mean by selecting some of the area from the population, researcher can draw
the possible results about the entire population. Sampling is also done to reduce cost, to get accurate results
and faster collection of data. Convenience sampling is used by the researcher to collect the data. It involves
selecting the members who can easily provide the required information. Convenience samples enable the
researcher to cover large number of populations at a very lesser cost and speedily but there is a factor of
biasness involve because of the difference of target market. Here, in my case I took OBL motijheel branch
as my sample area. Total 40 respondent took part in my survey. So, sample size is 40. Among them 16
respondents are corporate client.

19 | P a g e
Data collection: Based on broader aspect of research, primary data collection approach is used. Primary
data is collected are collected through survey questionnaire. Quantitative survey was conducted by 40
customers, who are having approximately 2 to 3 year of experience. Well-structured questionnaire was
used to collect the data. Primary data were collected by approaching the people using banking services.
Most of the respondents are the professionals who do not have enough time to go to banks for manual
transactions. Also due to pandemic situation many people stop taking direct service from bank. Rather they
are taking their service from online banking. Individual background information such as Gender, Age,
Profession, their duration of using banking report and the name of the product which they are using.
Surveys are conducted to collect information from a large sample of individuals. Questionnaire was
developed according to the variables identified through literature review. The designed questionnaire
followed the order of service quality dimensions that are used in conceptual framework. 5-point Likert-
scale (1 = strongly disagree, 5 = strongly agree) is used to record the responses of the respondents.
3.3 Data analysis Technique
After collecting the data from the entire respondent, the process of analysis begins. Several interrelated
procedures were performed to have a finalized and refined copy of data. Firstly, Data reduction is used
while analyzing the data. Some of the data were deducted from the research because there are some of the
respondents who do not bother to have a look on questionnaire and fill the questionnaire carelessly. This
can mislead the results of the research so unrelated data is discarded by the researcher. Secondly,
Organized, refined and compressed forms of data were shown to draw final conclusion. This is the very
difficult stage, because entering the data in software requires better understanding of how to use the
software and how the data should be entered in rows and columns. This is the third stage of data analysis,
where it needs to decide the meaning of things by applying different tools and interpreting the results. After
finishing the data collection researcher will have a finalized and summarized copy of responses based on
every variable selected from the in-depth study of literature review. In my work I used Quantitative data
analysis for collecting and rearranging data collected from respondent. Descriptive analysis is used to find
mean and deviation. Correlation analysis is done by spss software for defining relation between
independent variable service quality and dependent variable satisfaction.
Quantitative data analysis: Quantitative data obtained from the survey is analyzed by using some
statistical tools. The relationship between service quality dimensions and customer satisfaction is described
by customer’s experiences about these dimensions.
Descriptive Statistics: Descriptive statistics are used to define the different features of the data. They are
used to give information about the distribution of variables. Descriptive statistics are used to examining
and exploring the data prior to performing the statistical tools for data analysis and interpretation. Mean
and standard deviation are used to check the average value and spread of data across the mean value.

20 | P a g e
Correlation analysis: Correlation coefficient (r) is a measure of the linear relationship between two
variables. The value of correlation coefficient lies between -1 to 1. These signs are used particularly to
determine the relationship between the variables. Positive values determine the strong positive relationship
between the variables showing that with the increase in one variable there will be an increase in the value
of the other variable and negative values shows the strong negative relationship between the variables
meaning that if the value of one variable is increasing than the value of another variable must be decreasing.
SPSS software is used for analyzing correlation.

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Chapter 4: Result & Discussion

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4.1 Result and Discussion
Customer satisfaction has huge influence on management corporate financing (capital investment).
To gain profit is the main motive of any commercial bank. Bank always tries to finance on those
sectors from where they get maximum profit. If customer is not satisfied and loyal then they won’t
come again to get the service. As a result, bank investment will reduce. In my practical experience,
I show motijheel branch practices some techniques to satisfy their customer and branch investment
on them because recovery is easier from them. They only have few corporate clients. Motijheel
branch like to invest on corporate client than another normal client.
4.1.1 Qualitative Analysis
I will evaluate customer satisfaction level on each of the mentioned facility and at last I will try to
comment on overall satisfaction level based on customer opinion.
As mentioned before, this survey was done by randomly choosing 40 customers. Among them 31
were male and 9 were female.
Age distribution of sample was:
Age Range No of Customers Percentage
Under 20 year 1 2.5%
20-39 14 35%
40-65 21 52.5%
More than 65 year 4 10%

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From the sample of 40 respondents, there were 1 respondent whose age range is below 20 andthe
percentage is 2.5%; 14 respondents whose age range falls between 20-39 and the percentage is
35%; 21 respondents whose age range is between 40- 65 and the percentage is 52.5%; 4
respondents whose age is above 65 and the percentage is 10%.
Product choice distribution of sample:
Loan Type No of Customer Percentage
Corporate Finance (Trade Financing, Project Financing, Lease
Financing)
16 40%
Others (Home loan, Personal Loan, Personal Loan,
Professional Loan, SwopnoNeer e.t.c)
24 60%
From the above graph, it is seen that, from our 40 sample only 16 customers are taken corporate
loan and 24 persons took other loan especially home loan.

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Hypothesis One: Service quality Dimension (Tangibles, Reliability, Responsiveness, Assurance, &
Empathy) have a significant positive relation with customer satisfaction in OBL corporate
banking.
The first hypothesis is checking how service quality has impact on customer satisfaction. To justify
this, SERVQUAL model is used which has five parameters. Some questions based on parameters
were designed to check how service quality has impact on customer satisfaction.
Discussion on Tangibles attribute
Tangible is the appearance or visibility of a branch. It also includes physical facilities, equipment,
and appearance of personnel service provided by an organization for example - modern equipment,
well-furnished desks or table. Also, employees’ dress code and behaviors generate positive
impression to customers. Here, an assessment among the data's that found from the survey of
questions was tried to be done.
Figure: Customer’s perception of Tangibles.
Half of the sample liked the equipment’s that are used by OBL in order to provide a quality service
to their customers. This portrays how careful OBL is about their customer's satisfaction. 50%
respondents are very satisfied, 37.5% are satisfied, 12.5% are neutral with the equipment’s.Thus,
the first hypothesis of being tangibility more than 50% which will allude to, that the customers are
very satisfied is true because 50 % customers strongly agreed on the tangibility of OBL.

25 | P a g e
Discussion of Reliability Attribute
Figure: Reliability Discussion
In case of reliability, 44% strongly agreed that OBL is providing quality and reliable services to
them. When 43.75% agreed with the statement, 12.25% told that service is average compared to
other banks. In case of reliability no one strongly disagreed with the statement. So, it implies that
customers are safe and confident by maintaining relation with OBL. So, Perception is more than
expectation. It implies that OBL is providing reliable services.

26 | P a g e
Discussion of Responsiveness Attribute
Figure: Responsiveness Discussion
Here I have observed that the customers are very satisfied and that’s why 38% customers have
mentioned that they are highly satisfied with the service and 6% have mentioned that they are
neither satisfied nor dissatisfied. Also, 56 % have mentioned that they are agreed. So, it implies
that Employees of OBL are always passionate and keen to provide first service to their valuable
customers.
Discussion of assurance
Figure: Assurance

27 | P a g e
Here, 50% have strongly agreed with the statement, when 37.5% have agreed that employees of
PBL have the ability to convey trust among customers. 12.50% have articulated service of OBL is
neither satisfied nor dissatisfied if assurance is considered. 50% have mentioned that they are
highly satisfied. It implies that employees are capable to maintain long term relation with their
customers.
Discussion of Empathy Attribute
Figure: Empathy
In case of empathy 25% have strongly agreed with the statement when 50% have agreed with it
12.5% have articulated that it is average compared to other banks and 6.25% have disagreed with
the statement. So, it implies that OBL is very caring to its customers and they always try to provide
best services to customers.
Overall satisfaction analysis
After analyzing every individual factor that influences customer satisfaction, I tried to find out
overall satisfaction of customer. Since more than 65% of our customers are satisfied with the
service quality, so it can be said that, the hypothesis one ‘Service quality has impact on customer
satisfaction’ is true.

28 | P a g e
Figure: Satisfaction of OBL account holder
4.1.2 Descriptive Analysis
Hypothesis Two: Customer satisfaction have a significant positive relation with customer loyalty.
Satisfied customers are loyal.
For analyzing this hypothesis, descriptive statistics is done. Table 3 shows the descriptive statistics of the
study. Among the five dimensions of the SERVQUAL model, responsiveness shows the highest average
and standard deviation scores of 4.2 and 0.57, respectively. The average and standard deviation of
customer service quality and loyalty are almost similar.
Variables N Maximum Minimum Mean Std. Devation
Tangibles 16 1 5 4.06 0.23
Reliability 16 1 5 4.2 0.085
Responsiveness 16 1 5 4.23 0.57
Assurance 16 1 5 4.06 0.23
Empathy 16 1 5 3.9 0.28
Loyalty 16 1 5 4.2 0.6
Table 3. Descriptive statistics.
The table indicates that with the increasing nature of service quality in the OBL, customer loyalty
also increases.

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Hypothesis Three: Customer loyalty have a significant positive relation with corporate financing
decision.
Corporate financing means capital financing decision mostly depends on customer satisfaction.
Management always takes into account about customer feedback to design their strategies. If
recovery is not properly maintaining and bank cannot earn profit then they will not invest more on
this sector. Bank always invest on those sectors from where they can get more profit. This is the
first concern of any commercial bank. In OBL, management want to invest on corporate financing,
because it is very easier for them to collect profit then other sector. Also, corporate clients are more
satisfied with OBL service as they get best service quality, so they want to take bank service again
and again. So, it is can be said that customer satisfaction has impact on corporate financing decision
(capital financing).
4.1.3 Results and Discussion on Correlation Analysis
To describe the correlation between two variables a correlation analysis is used to see which
direction the linear relationship is heading. Pearson correlation coefficients are valued from -1 to
+1, which indicates whether there is a negative or positive correlation. Hence, a correlation of zero
indicates no relationship between the variables. Karl Pearson's Correlation coefficient is used to
find out the relationship between dependent and independent variables. In Table 3 the correlation
between the independent variables and dependent variables are presented:
Correlations
Tangibles Empathy Reliability Responsiveness Assurance Loyalty
Tangibles 1.
Empathy .2 1.
Reliability .18 .23 1.
Responsiveness .31 .29 .33 1.
Assurance -.08 .32* .21 .13 1.
Loyalty .23 .24 .87** .33 .31* 1.
* Correlation is significant at the 0.05 level (2-tailed).
** Correlation is significant at the 0.01 level (2-tailed).
Table 4 Correlations between Independent variables and dependent variable

30 | P a g e
Pearson correlation analysis in Table 4 was conducted to study the relationship between service
quality and its variables. As shown in Table 4, inter-correlations among the service quality
variables reveal positive and statistically significant correlations (the correlation ranged from -.08
to .87 and p< 0.01). Similarly, there exists a statistically positive significant correlation between
service quality and all of its variables: Tangibility and service quality (r=.23, p<0.01), The positive
correlation between Tangibility and loyalty indicates that the appearance of physical facilities,
equipment, personnel, and communication materials are a perfect use for the customer betterment.
That increases the level of loyalty. Empathy and service quality (r=.24, p<0.01), The positive
correlation between empathy and loyalty indicates that banks show personal attention and
understand the customers' specific needs or clients. Customers feel that their interest is heartily
taken. Reliability and service quality (r=.87, p<0.01), The positive correlation between reliability
and loyalty indicates that banks can perform the established service safely and reliably.
Responsiveness and service quality (r=.33, p<0.01), The positive correlation between
responsiveness and loyalty indicates that banks are willing to help customers and provide prompt
service when any customer feels any need. And Assurance and service quality (r=.31, p<0.01).
The positive correlation between assurance and loyalty indicates that the knowledge and courtesy
of employees and their ability to convey trust and confidence in the bank. They use it perfectly for
the customer's betterment. The patterns of the correlations between the independent variable and
dependent variable are perfectly correlated. Moreover, this table also shows that the loyalty level
of the corporate client of OBL Motijheel branch is also perfectly correlated with other five
Servqual model variables

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Chapter 5: Findings

32 | P a g e
5.1 Findings
The significant findings are that all the customer responses rotate around only "Neutral, "Agree",
and "Strongly Agree". Among these three responses, this paper suggests that almost 65% of the
responses are in the region of Agree and Strongly Agree. This is a clear indication of a satisfied
customer. Besides, the rest of the 35% of the responses went with Neutral feedback. From the
observation and experience of doing internship from OBL, Motijheel Branch, the following
findings are found:
➢ From the analysis, it is understood that the satisfaction level of the customers of OBL is
high. If we consider the factors of customers' satisfaction, then it is seen that all hypothesis
has been proved as accurate. It implies that employees, services, and materials associated
with the branch can meet customer expectations. Service mainly provided depends on the
aptness and efficiency of the bank staff.
➢ Though customer satisfaction is the main issue for all banks, the still bank took some
financial decisions based on their managerial strategy. While making that decision, they
did not pay head to customer satisfaction. Bank force customer to adopt these rules. This
may Sometimes hamper customer loyalty.
➢ A significant portion has said that they need more than 15 minutes to get service which is
a matter of concern. If such a big chunk of time is needed, the customer will be unhappy
with the service.
➢ Another significant factor is that most corporate clients have mentioned that they are
satisfied with the service. However, individual and general customers who do not come to
the branch are not satisfied with the branch. It implies that employees are not that conscious
and responsible towards general customers.
➢ Most of the customers are satisfied with OBL's technological equipment and support. It is
more precisely said that it is tough for the customer to come to a branch for their daily
transactional interest or other issues in this current pandemic situation. However, it isnow
straightforward for all to check their balance and complete their basic needs using the OK
wallet, Internet Banking, E-Statement, and SMS Banking.
➢ Most of the corporate customers are agree that they are satisfied with the information about
corporate finance. They also added that most employees are highly interested inproviding
all information about the corporate finance package. In OBL, if any customer takes a loan
of 20 crores or more than that, he or she is treated as a corporate client. When a customer
becomes a corporate client, the bank provides his business with different loans and
facilities to grow his business without any hassle.
➢ Most of the customers are also fully satisfied with the security system of OBL. They have
no complaint against it. They also feel safe in this bank because the tight security system

33 | P a g e
always ensures every bank branch.
➢ After analyzing the survey, we can understand that most of the customers are satisfied with
the service provided by the bank as promised. Though some customer disagrees, they claim
that sometimes bank told them to provide a rate of interest but sometimes its changes.
However, most of the customers are strongly agreed with the statement. Some of the
customers also said that most of the time, most of the officers are trying to provide the
lowest interest rate against their loan, which makes the customer more satisfied with their
service.
➢ Most of the customer is satisfied with the banking hour, which starts from 10:00 Am to
4:00 Pm, in some cases, the bank also provides extra care to their customer after the
banking hour they can also deposit their money and cash their deposit. This facility is also
available for the corporate customer; if they inform the bank, the bank can manage it.
Moreover, this service makes the customer more satisfied.
➢ Most of the customers said that they are delighted with the employees' willingness to help
the customer. Some of them also said that bank employee is highly interested in telling
them all the data. They also said that most of the time, they could not hide any kinds of
data. They willingly try their best to serve their customer. Moreover, that makes me more
satisfied.
➢ Because of the customer satisfaction, I also seen that, Amount Corporate financing of
Motijheel branch is increasing year by year. It’s almost double in last 5 years.
This research paper considers the positive responses of the customers as a proof for satisfied
customer level as no one responses the scale of "Disagree". So, to conclude it is easy to say
that the online banking services of "One Bank Limited" are pretty satisfactory to its customer.

34 | P a g e
Chapter 06: Recommendation
& Conclusion

35 | P a g e
6.1 Recommendations
Banking is a service–oriented sector; the business profit depends on its service quality. So the bank
authority should always be aware of their service.
Some recommendations regarding the bank's betterment are described below. The
recommendations given below are not decisions; instead, they are only suggestions to improve the
performance to fulfill customer satisfaction so that clients give more preference to ONE Bank
Limited. The recommendations are made based on findings and analysis, and these are:
➔ The credit sanction procedure should be made quicker since competition is very hard in
today's business world. People do not want to wait for three to four weeks to get a loan
protected by security.
➔ Bank will have to make people aware of the different products of OBL that the bank is
offering and will have to explain the benefit of becoming a customer of OBL through
different advertisements or marketing programs. For that, they can use print media,
electronic media, or they can distribute leaflets to customers. Also, they can set up a stall
in the different trade fair.
➔ OBL should re-engineer its products and services according to customer's needs, wants, or
competitor's actions. Customer's need s and preferences change with the passage of time,
so product features should not be the same for several years or months. In that case,
competitors might launch a new product or service or introduce an existing product with
more attractive features. In that case, customers may switch to another bank which will
hamper the profitability and reputation of PBL.
➔ Sometimes rules and regulations should be trimmed down due to the organization's welfare
and grab a more significant number of employees. Many customers face problems finding
an introducer while opening an account, or they can not apply for different types of credit
loans due to so many requirements. So, if some of the rules can be compromised, it will
help the bank increase the number of customers.
➔ The workforce in every branch should be increased so that whenever customers come to
the branch, they always get employees ready to help them, or at least they may not wait
more than 3 or 5 minutes to get the service.
➔ The synergy of dedicated workforce, technology, and market opportunity can lead the
organization to achieve the goal; a bank must establish and adhere to adequate loan
provision and reserve.
➔ The number of employees & Officers should increase for operating official activities
smoothly. More Personal Selling staff and employees can be appointed to make more
exposure of the bank.
➔ The Loan Administration department should more careful to stay within the acceptable
limit of Classified and Bad loans.

36 | P a g e
➔ They can motivate their employees with some special incentives like children's education
facility, loan facility, compensation for short time disability, company products at a
subsidized price, paternity leave, Etc.
➔ The bank must implement new technology and new practices such as No paper
documentation or less paper documentation. Most of the time, more paper documentation
takes too much time to manage everything. That is why it takes too much time to sanction
ant loan and others activities; if here starts a new practice, it will consume less time to serve
the customer's needs. It is also an Eco-friendly system in this industry.
➔ A high level of customer service needs to be provided. Every company is very much
concerned about customer service as customer is very much important to them. Also, so
many competitors and substitutes are available, so it is straightforward to switch from one
organization to another. Especially for banks, customer service is more critical because
products of every bank are almost the same, but service is the only thing that differs from
bank to bank. So, it is essential to provide superior, quality, and error-free service to
customers.

37 | P a g e
6.2 Conclusion
Every organization must have a goal to achieve. To achieve that goal organization must fix its
vision and mission. According to vision and mission, an organization can fulfil its target.
Customers are at the center of that mission and vision for financial companies like Bank.Because
most of the banks are providing the same products and their features and characteristics are also
identical. So, it becomes challenging for a financial institution to create a competitive advantage
and provide superior and quality products to customers. The only thing that can stand out from a
bank from other many banks is quality service. Service is the only device that can differentiate one
Bank from other banks. Customers will choose that Bank which is providing first, error-free and
quality services. Otherwise, it will be challenging for a bank to capture more customers, and even
they can lose their existing customers if service quality is not good enough. Nowadays our
economy size is becoming so more extensive.
Moreover, that is the reason banking activities also be increasing. For this reason, a lot of new
commercial banks has been established in the last few years, and these banks have made this
banking sector very competitive. Previously, it is not too challenging for any banks to profit, but
nowadays, it is challenging for everyone to profit from this competitive market. Nowadays,
Customers are also significantly smarter; most of the time, customers choose those banks for their
daily needs, offering more facility with fewer hassles.
One Bank Limited is one of the renowned third generation's Bank. It is competing with many other
banks, and also new banks are about to set off. So, it will have to face tough competition to survive.
The primary task for any banks to survive in this competitive environment is profoundly managing
their assets and liabilities and acquiring new advanced technology to cut down their operating
expense giving away more profit. This profit will come if there are significant and prominent
corporate customers. These customers will remain with the Bank if service quality is superior. So
OBL will have to ensure quality service in every single branch. For quality service, OBL will have
to solve the problems of their customers. Every single and silly mistake can spoil their business.
In modern days, most international banking companies are starting one-stop service and paperless
services; these services help customers get their work quickly, which is why customers gainmore
satisfaction and add new experience in banking activities with OBL.
I would rather feel like producing my personal opinion about the ongoing practices in Motijheel
branch. The service provided by the young, energetic officials of the OBL is very satisfactory. In
loan and advance section of this branch are so cooperative with their customer. Every time they
work with their best to serve their customer, not only clients, but they also treat their every
customer with their best. For their client, they are offering different kinds of facilities what is
permitted by the law. Incorporate client OBL offering different kinds of loan for their fulfilling
customer needs. They also provide short term loan and long-term loan swiftly. That faster services

38 | P a g e
made their client satisfied. They also provide financial statement and another supportive document,
which is necessary for the client’s business. Every time every department of this branch is trying
their best to serve their customer betterment. The officers of the Motijheel branch are very
energetic and cooperative in their professional field. Moreover, they always work their best to
support the customers. Though OBL does not entirely leave from the traditional banking methods
at all, the officers of OBL are trying to perform their best to serve their customer and enhance their
satisfaction with the current system.
To provide quality service, OBL should leave the traditional method of banking. In this
competitive time, this sector has expanded its wings widely enough to cover any financial services
anywhere in the world. So OBL should take adequate measures to satisfy customers.

39 | P a g e
Reference:
1. Bangladesh Bank Official Website. [https://www.bb.org.bd/]. Accessed, April 27, 2021
2. ONE Bank Limited profile address. https://www.onebank.com.bd/home/about-obl/obl-
profile/]. Accessed, April 23,2021
3. OBL Financial Annual reports.[https://www.onebank.com.bd/home/financial/annual-
reports/ ]. Accessed, April 24,2021.
4. OBL Corporate Finance & Banking products and
facilities.[https://www.onebank.com.bd/home/corporate-banking/finances/]. Accessed,
April 23,2021.
5. SERVQUAL Concept at Wikipedia page. [https://en.wikipedia.org/wiki/SERVQUAL].
Accessed, April 26,2021
6. OBL 2019. Annual Report 2019. [Online] Available.
[https://www.onebank.com.bd/annual_report/AnnualReport-2019.pdf]. Accessed, April
27,2021
7. OBL 2015. Annual Report 2015. [Online] Available:
[https://www.onebank.com.bd/annual_report/AnnualReport-2015.pdf]. Accessed, April
27,2021
8. Bangladesh Bank Guideline for Corporate Finance (Page03-05).
[https://fid.portal.gov.bd/sites/default/files/files/fid.portal.gov.bd/page/77ee589c_54c1_4
ab6_9bb2_077b11731469/product_service_2013.pdf]. Accessed, April 29,2021
9. Investopedia for basic concept. [https://www.investopedia.com/]. Accessed, April 29,2021
10. Corporate Finance in Investopedia.
[https://www.investopedia.com/terms/c/corporatefinance.asp#:~:text=Corporate%20finan
ce%20is%20the%20division,the%20implementation%20of%20various%20strategies].
Accessed, April 29,2021.
11. Md. Harun Ur Rashid, Mohammad Nurunnabi, Mahfuzur Rahman and Md. Abdul Kaium
Masud. Exploring the Relationship between Customer Loyalty and Financial Performance
of Banks: Customer Open Innovation Perspective. J. Open Innov. Technol. Mark.
Complex. 2020, 6, 108.
12. Aramburu, I.A.; Pescador, I.G. The Effects of Corporate Social Responsibility on
Customer Loyalty: The Mediating Effect of Reputation in Cooperative Banks Versus
Commercial Banks in the Basque Country. J. Bus. Ethics 2017, 154, 701–719.
13. Cossío-Silva, F.-J.; Revilla-Camacho, M.-Á.; Vega-Vázquez, M.; Palacios-Florencio, B.
Value co-creation and customer loyalty. J. Bus. Res. 2016, 69, 1621–1625.
14. Keisidou, E.; Sarigiannidis, L.; Maditinos, D.I.; Thalassinos, E. Customer satisfaction,
loyalty and financial performance. Int. J. Bank Mark. 2013, 31, 259–288.
15. Wu, H.-C.; Cheng, C.-C.; Hussein, A.S. What drives experiential loyalty towards the
banks? The case of Islamic banks in Indonesia. Int. J. Bank Mark. 2019, 37, 595–620.

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16. Sayani, H. Customer satisfaction and loyalty in the United Arab Emirates banking industry.
Int. J. Bank Mark. 2015, 33, 351–375.
17. Parasuraman, A.; Zeithaml, V.A.; Berry, L.L. A conceptual model of service quality and
its implications for future research. J. Mark. 1985, 49, 41–50.
18. Parasuraman, A.; Zeithaml, V.A.; Berry, L.L. Alternative scales for measuring service
quality: A comparative assessment based on psychometric and diagnostic criteria. J. Retail.
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19. Zeithaml, V.; Berry, L.; Parasuraman, A. The behavioral consequences of service quality.
J. Mark. 1996, 60, 31–46.
20. Personal observation and informal interview with the officials.

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Appendices
Survey Questionary:
Survey question
We respect your privacy and do not want you to put your name on this form nor does it
involve any purchase or obligation on your part. Your responses will be very helpful in a
research project.
Please take a few minutes to respond to the following questions by placing an “✔” following
the appropriate answer.
Sex: Female Male
Age group: Under 20 years of age 20-39 years of age 40 to 65 years of age
Over 65 years of age
Variable Question Strongly
Disagree
(1)
Disagree
(2)
Neither
agree/not
(3)
Agree
(4)
Strongl
y Agree
(5)
Tangibles Are you satisfied with up to
date technological
equipment and support?
Are you satisfied with the
information of corporate
finance
account statement? Visible
clearly?
Empathy Are you satisfied by bank
service of providing customer
the best interest at heart?
bank security?
Are you satisfied with
employee’s eagerness of
instilling confidence in you
regarding financing details?
Reliability Are you satisfied with the
service provided by bank as
promised (loan rate,
deadline)?

42 | P a g e
way bank delivers up to
date?
operating hour?
Responsiveness Are you satisfied with the
bank service of sending
statement regarding
corporate finance regularly?
willingness of employees to
help customer?
Loyalty Say positive things about
bank to other people
Have a strong preference for
this bank
Consider bank as your first
preference
Intend to continue doing
business with bank.

43 | P a g e
Correlation Matrix Result, calculated by using SPSS Software

Impact of customer satisfaction on corporate financing decision of ONE Bank Limited.

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