Letter of transmittal

July 20, 2016

To
Dr, Mohammad Thoufiqul Islam
Lecturer
School of Business,
Independent University, Bangladesh.
Subject: Submission of Report on legal and CSR practices in NCC Bank Ltd.
Dear Sir,
With great gratification, we would like to submit our research report on Legal and CSR Practices in
NCC Bank Limited. We have discovered this study very interesting, beneficial and insightful. After
completing 3 months semester we have tried to prepare an effective and creditable report in which we
combined experience, research and theoretical knowledge. We have tried our best to prepare this
report following your instructions.
We will be glad if you kindly accept this report.
Yours sincerely,
Sabrina Alam (ID: 1621108)
Md.Tahmidur Rahman (ID: 1621110)
Shohid Ulla (ID: 1630975)
Farzana Hossain (ID: 1621074)
Md. Tariqul Islam Prodhan (ID: 1621075)

Table of Content
Information included
Executive summary
Introduction
Brief overview of the organization
Major ethical issues in business
HR policies of NCC Bank
CSR activities done by NCC Bank
Customer Service By NCC bank
Legal and Ethical Issues in Banking Sector of
Bangladesh
Recommendation
Conclusion
References

Page no.

Executive Summary

For any business, it is mandatory to abide by certain laws and regulations set by the country.
It is more generally referred to as Business Laws or Corporate Laws. It is very important
that businesses follow these laws; otherwise they usually face serious consequences
according to the law. Ethics in business, on the other hand is something that businesses are
not bound to follow. It is rather their responsibility towards the society and greater
community. Business ethics (also corporate ethics) is a form of applied ethics or professional
ethics that examines ethical principles and moral or ethical problems that arise in a business
environment. It applies to all aspects of business conduct and is relevant to the conduct of
individuals and entire organizations Business ethics refers to contemporary standards or sets
of values that govern the actions and behavior of an individual in the business organization.
Businesses should keep in mind that although they are here to mainly do business and
maximize profit, they cannot harm the rights of the society or community. If businesses do
not operate ethically it can pose a serious threat to the society and the people in general. But
for ethical issues, there may not be any specified punishment or consequences. In this report,
we have selected an organization NCC Bank Ltd to conduct a small research on their legal
and ethical practices. As we all know, banking sector is ethically bound to the society in so
many levels. There are plenty of laws regarding banking sector, but it is also easy to find
loopholes and operate in an unethical manner. The examples of such incidents were seen in
Bangladesh in the past few years. Those scams and money laundering incidents have caused
us all to wonder if the banks in Bangladesh (both public and private) are properly being
monitored or not. So, in this report we will try to find out answers to some of these questions
regarding NCC Bank Ltd, both from employee perspective and consumer perspective. We
have focused on their existing legal and ethical practices as compared to the legal bindings of
other banks in Bangladesh. We have also collected primary data from some employee and
customers are analyzed them. Later, we have attempted to interpret them and also provide
some recommendations to NCC Bank Ltd that might help them better satisfy their customers
and employees who are working for them.

Introduction

As time passes, we realize and adopt the changes that are taking place around us. We keep on
evaluating effects of changes on us. It is obvious that technology has changed and modified
the life styles of human beings. In the process of industrialization, modernization and
globalization, we are observing some global issues like global warming, environmental
concerns, social and ethical issues. In this era of globalization, business has to more than a
money making machine to survive in the competition. In this regard studies of legal and
ethical issues in business are of concern. As a legal entity, business must follow some rules
and regulations determined by the state where it is established in and at the same time it
should think of the interest of its all stakeholders. For this reasons business law and business
ethics are developed. Business law encompasses all of the laws that dictate how to form and
run a business. This includes all of the laws that govern how to start, buy, manage and close
or sell any type of business. Business laws establish the rules that all businesses should
follow. Ethical issues deal with the conflicts of interest that can become a serious issue in
businesses of all sizes. A conflict of interest arises when an individual or organization is
involved in multiple interests, where one could potentially corrupt the actions in regards to
the other. For example, a manager interviewing job applicants would face a conflict of
interest if a family member applied for the job. Their obligations towards helping out a
relative could compromise their responsibility as a manager to hire the best candidate for the
position. This type of situation is also known as an ethical dilemma, which is a complex
situation where moral or ethical obligations to different parties contradict each other, making
it difficult to come to a resolution. The appropriate use of business resources and facilities
can also pose a number of ethical problems. Some businesses offer privileges to their
employees or associates as a gesture of goodwill, however, people should avoid exploiting
the generosity of the business by using them inappropriately or unfairly. Employees should
also avoid using their business connections to gain an inappropriate personal advantage. A
business should adhere to a strict set of ethical standards, when accounting and providing
reports to stakeholders. All information that is provided should be done so on the basis that it
is accurate, timely and comprehensive. Providing false or misleading information is not only
unfair and irresponsible, it is also against the law. A Bank is one of the most common factors
among human beings, societies, industries, and countries. We all are related to Banks directly

or indirectly. There is direct role of banks in day-to-day activities of our life. As we know that
a bank is a financial institution and whether it is a common person, private organization or
government organization, all of them are dealing with banks. Therefore, the responsibility of
banks increases and we need to understand the role of banks in the Global Economy of 21st
century.

Overview of NCC Bank Limited

NCC Bank limited is a Bangladeshi private commercial bank. It is known as National Credit
and Commerce Bank Limited. The company was founded in 1985 as an investment company
in the name of NCL. It became a scheduled commercial bank after receiving permission from
the central bank in 1993 and started with a paid up capital of Tk. 39 crore. Since then it has
been functioning as fully fledged commercial bank. NCC Bank is now a complete online
bank serving more than five million people. NCC Bank is now operating throughout the
entire country, including its periphery, with 104 branches.

History/Background of NCC Bank Limited

National Credit and Commerce Bank Ltd. bears a unique history of its own. The organization
started its journey in the financial sector of the country as an investment company back in
1985. The aim of the company was to mobilize resources from within and invest them in such
way to develop country's Industrial and Trade Sector and playing a catalyst role in the
formation of capital market as well. Its membership with the browse helped the company to a
great extent in these regard. The company operated up to 1992 with 16 branches and
thereafter with the permission of the Central Bank converted into a fully fledged private
commercial Bank in 1993 with paid up capital of Tk. 39.00 crore to serve the nation from a
broader platform. Since its inception NCC Bank Ltd. has acquired commendable reputation
by providing sincere personalized service to its customers in a technology based
environment. The Bank has set up a new standard in financing in the Industrial, Trade and

Foreign exchange business. Its various deposit & credit products have also attracted the
clients-both corporate and individuals who feel comfort in doing business with the Bank.

Mission
To mobilize financial resources from within and abroad to contribute in Agricultures,
Industry & Socio-economic development of the country and to play a catalytic role in the
formation of capital market.

Vision
To become the Bank of choice in serving the Nation as a progressive and Socially
Responsible financial institution by bringing credit & commerce together for profit and
sustainable growth.

Objectives of NCC Bank Limited

NCC Bank Limited is the leading private sector bank in Bangladesh offering full range
of Personal, Corporate, International Trade, Foreign Exchange, Lease Finance and Capital
Market Services. NCC Bank Limited is the preferred choice in banking for friendly
and personalized services, cutting edge technology, tailored solutions for business needs,
global reach in trade and commerce and high yield on investments, assuring Excellence in
Banking Services.
The objectives of NCCBL are following:
To value and respect the customers and clients to maintain harmonious banker-customer
relationship.
To deliver the highest quality services and performances in order that customers choose them
first.
To achieve sustainable leading market position in both customer and corporate banking
sector.
To maintain the high standard of corporate and business ethics.
To maximize profit through customer satisfaction.
To contribute towards the formation of national capital.
To strive for good profit and sound growth.
To be the most efficient bank in terms of technology application.

Ethical Issues in Banking:

Commitments to Customers
Banks should assume every commitment which is an essential component for meeting
customer requirements and expectations. In this regard, they should continuously strive to
improve the level of service being offered to customers.

Honesty and Integrity

Banks should conduct business with honesty and the highest ethical standards so that
customers can trust that they shall treat them with the utmost honesty and sincerity.
Employees should be able to rest assure they will be treated with respect and dignity. Their
employees should avoid conflicts between their personal interests and their employers or
clients interests, namely by willingly disclosing any potential conflicting business
relationship. They must apprise and report to senior management and/or to the relevant
authorities, about any dubious or unlawful transaction, in order to uphold the integrity of the
banking sector in general.

Customer Confidentiality
They should believe confidentiality is one of the most eminent features which distinguish
the relationship between a banker and a customer. They must keep and safeguard customers
confidential information with due care and should not disclose any confidential information
to third parties, unless they have any written consent or are required to do so by law.
Moreover, they should follow all applicable laws directed towards privacy and information
security.

Fair and Equitable Treatment of Customers

They must be committed to a fair, equitable an impartial treatment to customers. They must
be courteous and considerate towards customers in the execution of their duties. While
adhering to generally accepted principles of honesty and integrity, they should be fair-minded
in approach and behavior, both in their day to day dealings and social interactions.

Transparency
They must subscribe to transparency as regards to banking business. They must provide
customers with relevant information relating to features of the products they are offering,
notably the risks associated with such products, as well as the rights and responsibilities
which these products entail. The information provided will be clearly understandable and
they should, to the best of our ability, clarify misconceptions and any queries received from
customers. Moreover, any change in terms and conditions relating to credit facilities being
provided will be communicated to customers. Fees, charges and indicative interest rates with
respect to all products and services are displayed in the public part of bank branches and must
also be posted on their respective websites.

Acceptance of Gifts
The worlds cultures have rich and diverse customs regarding the giving and receiving of
gifts. However, bankers should take the view that giving or accepting a gift may appear to
create an obligation and they should avoid, as a rule, giving or accepting gifts, favors or
gratuities in connection with official duties. When this is unavoidable, they should be
extremely careful not to give or accept gifts of value that might constitute a real or apparent
attempt to influence their decisions or actions. They must all adopt a set of rules governing
acceptance and giving of gifts, it forms part of their internal policy and all employees are
called upon to refer to that internal policy and to act accordingly.

Corporate Governance

A sound corporate governance framework is a prerequisite for the effective functioning of

banks. They should adhere to the underlying principles relating to corporate governance in
line with the Code of Corporate Governance for Mauritius and the Bank of Mauritius
Guidelines

Ethical Practices in NCC Bank:

The Code spells out the expected standards of behavior and sets the operating principles to be
followed. It is necessary to ensure that the standards of behavior expected of Management
and employees are followed in its letter and spirit. Every Officer should ensure that the Bank
at all times maintains high ethical standards and adequate internal control measures are in
place guarding against unethical practices and irregularities.
Here some of Ethical Issue which the NCC Bank has committed to do, to their customer

ensure that clear information is available in respect of all our services and products;
ensure that their advertising and promotional literature is clear and not misleading;
assist customer to choose a service or product appropriate to your needs and understand the

basic financial implications of the products or services you choose

assist customer to understand how your account works
help customer monitor your account by sending you regular statements (where appropriate)
and keep you informed about changes to the interest rates, charges, terms and conditions that

may apply to your account with NCC Bank

provide reliable banking and payment systems services and take reasonable care to make
these services safe and secure;

make every effort so that your records are kept accurately and up-to-date;

ensure that the products and services they offer, and more particularly our lending criteria, are
based solely on commercial principles and do not discriminate against customer on any basis
not permitted by law;

not unfairly discriminate against clients on the ground of marital status, gender, age or race in
providing you with banking services;

HR policy of NCC Bank Limited

Human resource management
HRM deals with the design of formal system in an organization to ensure the effective &
efficient use of human talent to accomplish organizational goals. Human Resource
management (HRM) is to refer to the philosophy, policies, procedures and practices related to
the management of people within an organization. HR management functions through which
manager recruit, select, train & develop organization members. HRM is the systematic
planning, development and control of network of inter related processes affective and
involving all members of an organization.

HR Policy:
HR planning:
The first stage of HR planning is to integrate it with corporate planning. In NCCBL bank all
manpower planning stems from business plan in relation to a corporate strategy. The second
stage in HR planning followed by NCCBL bank is to forecast of asses the internal & external
environmental factors that affect demand & supply of labor. Environmental factors include
govt. influences economic, graphic & competitive condition. In assessment stage NCCBL
bank analyze the internal inventory of HR capabilities as a part of HR planning. After the
information gathered from external environmental scanning & assessment of internal
Strengths & weaknesses is used to predict of forecast HR supply & demand in the light of
NCCBL Banks objective & strategies. Trend analysis means studying variation in the firms
employment levels over last five years. Scatter plot: A scatter plot shows graphically how two
variables; business activity and firms staffing levels.

Recruitment system:

In NCCBL bank normally recruitment is done internally. They hire people from internal
sources. The upper level posts are fulfilled by the immediate subordinates. The lower level
employees are recruited from the relatives, friends or known persons of the present
employees. Sometimes the bank also gives advertisements in newspapers or on internet. But
this advertisement is given for the recruitment of lower & mid-level employees. In upper
level the gaps are always fulfilled by the internal employees

Training Program:
NCCBL training academy started operations from October 2008. The bank views the
Training Academy as a strategic business link in business growth. The Academy will organize
training and Development programs all-round the year for employees of the bank to
familiarize and equip them in various areas like General Banking, Credit Management,
Foreign Exchange and Foreign trade, Anti-Money Laundering etc. In-house local training
programs for1125 Officials of the Bank related to different functional areas of Banking while
196 officials were imparted training in Bangladesh Bank Training Academy, Bangladesh
Institute of Bank Management and other institutions.
As a part of their training strategy, the HR Training Centre has prepared a training calendar
for yearly based on training needs & requirement focusing on the key areas of banking. The
main target group training is newly recruited officers and mid-level officers. They are
providing training on Retail & SME Banking, Application of Technology in Banking,
Foundation course for new officers, Investment Management Financing Foreign Trade,
Business Communication.

Performance appraisal:
Performance appraisal is the process by which organizations evaluate individual job
performance. The performance measurement tools used by the HR department of NCCBL
bank are given below:
Promotion: A promotion is given every year normally 3year duration from last promotion,
based on performance. Manager suggests the employee who he thinks is suitable for
promotion.

Transfer: Normally transfers occur after 3years of an employee in one branch. It happens
based on the employees performance. If an employee is very efficient and needed in a branch
then he is transferred there.
Compensation: The bank maintains fair and competitive remuneration packages based on
business needs and competitor practices. A compensation and benefit survey is conducted on
a regular basis.
Salary Payments: Monthly salary will be credited into staff account, which he/she opens
upon joining the Bank. Salaries are paid on 25th of each month in arrears, plus other
allowances less deductions such as Income Tax, contribution to Provident Fund etc. Each
employee will receive a monthly pay statement detailing gross pay and deductions.
Bonus: The Bank awards bonuses in addition to basic salaries for occasions such as Eid, as
Festival bonuses. It gives two bonuses in a year. The bonuses are equal to the basic salary.
Sometimes the bank gives bonuses to the employees according to their performance.

Provident Fund & Gratuity:

The Staff Provident Fund Scheme is a voluntary contribution scheme. The employee will be
entitled to join the scheme upon completion of the probation period. The employee will be
entitled to benefit from the scheme after completion of five years service & payment will be
made upon resignation, termination, and retirement.

CSR of NCC Bank:

Bangladesh Bank has made it mandatory for Banks to put due importance to CSR and taken
institutional steps of monitoring such activities periodically. It is hoped that the Banks with
their extra efforts on discharging social responsibility can bring positive changes in the
society supplementing governments efforts. NCC Bank ltd. It gives top most priority in
discharging its responsibility to the society. It has long history of discharging CSR and to
give it an organized shape, the Board of Directors has set up NCC Bank Foundation few
years back through which various steps have been taken to fulfill CSR.
Recognition:
NCC Bank Ltd. donated Tk.20.00 lac to Bangladesh Cricket Team for wining against
New Zealand.

 The Bank donated Tk.50.00 lac to Muktijuddha Jadughar.

Extended credit facilities under flexible terms for cultivating maize in the Countrys
northern part.
Environmental:
NCC Bank recognizes that its activities have an impact on the environment in which the bank
and its subsidiaries do business. The bank also realizes that the basis for any good business is
trust and that society expects the highest standards of the bank when it comes to the question
of ethics and CSR. NBL has always given due importance to its responsibility to the society.
In order to institutionalize its duty to the society, the bank has established a foundation.
Established NCC Bank Foundation in 2007 devoted to the cause of charity, social welfare and
other benevolent activities towards the betterment of the society. The Board of Directors of
the bank has pledged to contribute 1% of operating profit to this Fund every year.
Distribution of Relief:
The Bank donated Tk.4.80 lac to the family of late Col. Lutfor Rahman Khan, a
victim of BDR carnage. This will continue for 10(ten) years.
The Bank distributed blankets worth of Tk.5.63 lac in Patgram, Chilmari and Fulbaria
area to help the cold wave affected people.
The Bank donated Tk.25.00 lac to the victims of Nimtoli Fire buildings Collapsed at
Bagunbari area.
The Bank donated Tk.2.00 lac to Padakkhep64 for the welfare of family in distress.
The Bank donated aTk.10,000/- to the Distress Families.
Education:

Scholarship to 5 meritorious student of faculty of Business studies (DU).

Sponsored a science fair at Vikarunnessa Noon School.
Distributed teaching materials to poor students of Dahagram and Angorpata enclaves.
Donation to construct a semi-paka building at Darul Ulum Debahata Kaumi Madrasa

& Orphanage.
Donation to construct 1st floor at Feni South East College.
Donation to construct class room at Mahbubul Haque High School, Mohammadia
Hefzakhana, Orphanage, Nurani Islami Kindergarten.
Donation to construct academic building at Nurunewaz High school.
Donation to construct a semi-paka building at Nurpur Khaeria Ebtedai Madrasha.

 The Bank donated Tk.36.48 lac to financial assistance/stipend to the students of

various educational institutes.
The Bank donated Tk.6.00 lac to the President, ZontaClub, Chittagong Autistic
Welfare Foundation, National Association for Disability Society for the Welfare &
Chittagong Disable Development Society to assist in their social works.
The Bank donated Tk.1.00 lac to Feni Zilla Samity, Chittagong.
The Bank donated Tk.5.00 lac to Al Quraan Academy. Dhanmondi Unit.
The Bank donated Tk.10.50 lac for purchase of Computer & Furniture for various
educational institutes at different places of the country.
The Bank donated Tk.5.00 lac Rozia Maksuda Trust
Sports:
Sponsored Bank Inter district Volleyball Tournament 2007.
Sponsored NCC Bank Vatiary Golf Tournament & DU convocation since 2007.
Published attractive souvenir regarding ICC World Cup Cricket & World Cup
Football.
Sponsored Bangladesh Cycling Federation.
Health Care:
The Bank donated Tk.4.60 lac for financial assistance to various distressed people
of different places of the country for Medical treatment.
The Bank donated Tk.2.00 lac to National Heart Foundation, Feni.
Through NCC Bank Foundation subsidy has been extended to a City Hospital.

Customer Relationship Management in NCC bank:

Customer Satisfaction
Customer satisfaction is defined as an evaluation of the perceived discrepancy between
Prior expectations and the actual performance of the product mentioned that a customers
positive or negative attitude toward the value of using a business service in a specific
situation is customer satisfaction. However, it also said that the amount of the timing and

caring driving customer satisfaction in business service. Positive high level of loyalty is not
always a result of high level of customer satisfaction. Customer satisfaction makes a
business competitive and facilitates its future planning. Good relationship with a customer
can create satisfied feelings. Moreover, customer satisfaction drives profitability.

Customer Services
Customer service is a system of activities that comprises customer support systems,
complaint
Processing, speed of complaint processing, ease of reporting complaint and friendliness when
reporting Complaint. As far as economic factor is concerned, services should satisfy the
needs of the customers. For developing satisfaction among customers, the bank service
providers need to be extra careful for the customer services they provide. Satisfaction of
customer is determined by his evaluation of service provided by a brand. when the customers,
do not get their complaints considered properly, they Start looking for other banks. It happens
because either the customer service centers do not handle the complaints or the customers are
not able to address them properly. Furthermore, the friendly attitude and courteous behavior
of the service workers at service
firms leave a positive impression on the customer which lead towards customer satisfaction.
On the other hand, if a bank service provider lacks in Providing services to its customers it
experiences customer churn.

Importance of CRM (Customer Relationship Management) in

Organizations

1. A CRM system consists of a historical view and analysis of all the acquired or to be
acquired customers. This helps in reduced searching and correlating customers and to
foresee customer needs effectively and increase business.

2. CRM contains each bit of details of a customer, hence it is very easy for track a
customer accordingly and can be used to determine which customer can be profitable and
which not.
3. In CRM system, customers are grouped according to different aspects according to the
type of business they do or according to physical location and are allocated to different
customer managers often called as account managers. This helps in focusing and
concentrating on each customer separately.

4. A CRM system is not only used to deal with the existing customers but is also useful
in acquiring new customers. The process first starts with identifying a customer and
maintaining all the corresponding details into the CRM system which is also called an
Opportunity of Business. The Sales and Field representatives then try getting
business out of these customers by sophistically following up with them and
converting them into a winning deal. All this is very easily and efficiently done by an
integrated CRM system.

5. The strongest aspect of Customer Relationship Management is that it is very costeffective. The advantage of decently implemented CRM system is that there is very
less need of paper and manual work which requires lesser staff to manage and lesser
resources to deal with. The technologies used in implementing a CRM system are also
very cheap and smooth as compared to the traditional way of business.
6. All the details in CRM system is kept centralized which is available anytime on
fingertips. This reduces the process time and increases productivity.

7. Efficiently dealing with all the customers and providing them what they need
increases the customer satisfaction. This increases the chance of getting more business
which ultimately enhances turnover and profit.

8. If the customer is satisfied they will always be loyal to you and will remain in
business
forever resulting in increasing customer base and ultimately enhancing net growth of
business.
In todays commercial world, practice of dealing with existing customers and thriving
business by getting more customers into loop is predominant and is mere a dilemma.
Installing a CRM system can improve the situation and help in challenging the new ways of
marketing and business in an efficient manner. Hence in the era of business every
organization should be recommended to have a full-fledged CRM system to cope up with all
the business needs.

Legal and Ethical Issues in Banking Sector of Bangladesh:

Banking Laws:
Bangladeshs banking system is moderated by its central Bank or Bangladesh Bank. Since the
establishment of the Bangladesh Bank (BB), it has established a set of rules and regulations
that other public and private banks are to abide by in order to continue their operations. Not
following these rules can cause serious and severe consequences starting from being fined a
large sum of money to complete shutdown of a bank.
The Laws and regulations established by Bangladesh Bank are many and cannot be described
in a short report like this one. So, we will just mention some of the selected issues here:

Banks in one form or another have been subject to the following non-exhaustive list of
regulatory provisions:
1) Restrictions on branching and new entry; NCC limited has 85 branches

2) Restrictions on pricing (interest rate controls and other controls on prices or fees). There
are some restrictions in interest rate and other fees where NCC bank set their interest rate
policy within the given framework. NCC bank have been successfully adjusting their policy
satisfying customers needs.
3) Line-of-business restrictions and regulations on ownership linkages among financial
institutions; NCC bank limited has been maintaining good relationship with their
stakeholders and good linkage among the financial institutions.
4) Restrictions on the portfolio of assets that banks can hold (such as requirements to hold
certain types of securities or requirements and/or not to hold other securities, including
requirements not to hold the control of non-financial companies); The board of director of
NCC bank vigilant on the internal control system of the bank in order to attain and maintain
satisfactory qualitative standard of its loan/investment portfolio. It shall review at quarterly
rests the reports submitted by its audit committee regarding compliance of recommendations
made in internal and external audit reports and the Bangladesh Bank inspection reports.
5) Compulsory deposit insurance (or informal deposit insurance, in the form of an
expectation that government will bail out depositors in the event of insolvency); The Bank
Deposit insurance Act, 2000 established the rules governing the role of insurer, the level of
coverage provided and the laws governing the payments in event of a bank failure. Under the
law deposits of all scheduled banks are insured up to BDT 100,000 per depositor
6) Capital-adequacy requirements; Minimum capital requirement has been defined and is
maintained by NCC bank on solo basis as well as consolidated basis against RWA for credit,
market, and operational risks.
7) Reserve requirements (requirements to hold a certain quantity of the liabilities of the
central bank); Reserve requirement 400 cr. Is kept on Bangladesh bank volt as security
money.
8) Requirements to direct credit to favored sectors or enterprises (in the form of either formal
rules, or informal government pressure); As per the above BRPD circular, NCC Bank has
done its credit rating by the Credit Rating Agency of Bangladesh (CRAB) based on the
financial statement dated December 2009.

9) Expectations that, in the event of difficulty, banks will receive assistance in the form of
lender of last resort; The policies, strategies, procedures etc. in respect of appraisal of
loan/investment proposal, sanction, disbursement, recovery, rescheduling and write-off
thereof shall be made with the board's approval under the purview of the existing laws, rules
and regulations. The board shall specifically distribute the power of sanction of
loan/investment and such distribution should desirably be made among the CEO and his
subordinate executives as much as possible.
10) Special rules concerning mergers (not always subject to a competition standard) or failing
banks (e.g., liquidation, winding up, insolvency, composition or analogous proceedings in the
banking sector); The board shall frame the policies and procedures for bank's purchase and
procurement activities and shall accordingly approve the distribution of power for making
such expenditures. The maximum possible delegation of such power shall rest on the CEO
and his subordinates. The decision on matters relating to infrastructure development and
purchase of land, building, vehicles etc. for the purpose of bank's business shall, however, be
adopted with the approval of the board.

Recommendations:
Considering, all the findings and the following recommendations are made:
Improving the service quality should be focused to do that proper utilization of workforce is
necessary.
While arranging training programs for the employees the aim should be to train them the
basic knowledge of how each department works.
The way of communication with the customer should be improve.
Customer is the king so while attending customers, proper individual attention and care
can make the customer highly satisfied. All customers deserve to get the same service.

Establishment of performance-based salary system and job rotation can lead to

a. Increased interaction and co-operation among Employees.
b. Improve employees knowledge and skills.
c. More skilled and competent personnel can be identified and properly natured.
The electronic banking services should be strengthened to play a vital role in the well-being
of the
bank. New products and services should be launched to meet the diversified needs of the
customers.

The Bank can provide souvenirs and gifts to the customers as token of friendship.
Electronic and print media can be used to promote the products. Proper attention and equal
contribution of higher authorities with the employees are required to keep the work updated.
Attractive working environment, place and better quality of service scan help to draw
attention of customer, to find out new customer and to retain customer for long time through
psychological satisfaction.
Nice, clean, wide working environment is also necessary for employee because for
providing better services psychological satisfaction.

NCC bank Ltd, Bangladesh seems to have received good level of satisfaction from its
existing
account holders. The interpersonal relationship between the customers and employees are
also
high. Both positively drive customer satisfaction. However, in this research context, a weak
relationship

is found between internet banking so, bank needs to put some effort to maintain
this service. Customer satisfaction in such competitive market situation via ensuring best
possible
quality management in terms of offices internal environment, customer attendant &
efficient complaint handling. On the other hand, a very good sign is customers service and
interpersonal relationship. Since NCC bank Ltd, cannot control its external environment such
as
competition behavior but it can at least take a step of its own via communicating that
changing
bank is hassle & undesired when customers can have some additional benefits from their
existing
bank. These additional benefits should be something to substitute competitive lag in terms of
internet banking. Overall, working on customer satisfaction, customer service, interpersonal
relationship seem important since all these have moderate relationship with Customer
satisfaction. Internet banking, should develop recently otherwise bank lose their customer.

Conclusion:
NCC Bank is one of the well reputed private banks of Bangladesh. It has maintained a fairly
good reputation since its establishment, without any major fallout. From this research as
well, we found satisfactory results. The answers to all our questions were mostly positive. We
have seen that, most of the customers and employees of the bank perceive it to be a legally
and ethically sound institution.
There were only few things that we thought were unusual and we have pointed them out and
included them in the recommendation part of our paper. Hopefully, this paper will be able to
provide a little bit of insight into the legal and ethical side of NCC Bank ltd.

References:

1. https://www.nccbank.com.bd/index.php/nccbnews
2. http://www.reportbd.com/articles/990/1/CSR-Activities-of-National-Bank-NCC-Bank-One-Bank-and3.
4.
5.
6.
7.
8.
9.
10.
11.
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17.

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