DESCRIPCIÓN Y DESARROLLO DE LA INVESTIGACIÓN
6. ANALISIS DE RESULTADOS
6.1. Resultados del primer grupo de casos Primera pregunta
The survey design used for this report is descriptive research because we are trying to determine the level of satisfaction of customers about the quality of services provided in Foreign Exchange department of MBL, Mirpur Branch.
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The Rating Scale
Customers’ responses have been recorded by using 5 point Likert Scale or Technique where the customer were asked to evaluate each statement to rate their degree of satisfaction or dissatisfaction. These degrees of satisfaction or dissatisfaction were plotted on the 5 point Likert
Scales where point 1 indicates ― Very satisfactory and point 5 indicates ― very dissatisfactory
with the service quality. The scale was unforced as it has a neutral point. Also it was a balanced scale because there is similar number of positive and negative argument against the statements.The format of the scale is given below:
Very
Satisfactory Satisfactory Neutral Dissatisfactory
Very Dissatisfactory
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Questionnaire Development
It was to determine, are the customers satisfied with the quality of services provided in the Foreign Exchange department of the Mirpur branch of MBL? In order to measure, the dependent and independent variables were identified and based on those variables questionnaires was prepared. Some of the questions were asked to find the characteristics of the customer base of the Foreign Exchange department of the branch.
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Sampling Techniques
Sample size represents 25 respondents. In selecting the sample unit, random sampling was used for the survey.
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Field work
For the survey and data analysis purposes, data was collected by the Personal Interviewing & Questionnaire Technique.
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5.1 Types of LC
5.1.1 Survey Result
Summary of the survey result is shown by the following table:
Types of LC Frequency Percent Cumulative Percent
BTB LC 22 88% 88%
others 3 12% 100%
Total 25 100%
Table 1: Types of LC
5.1.3 Interpretation of the Result
The above table represents the types of LC opened or purchased by the customers of the foreign exchange department in the Mirpur branch of MBL. It is seen that 88% of the LC services provided to the customers was about Back to Back LC. Only 12% of LCs is Cash LCs.
5.2 Type of Business
5.2.1 Survey Result
Survey result is shown by the following pie chart:
Chart 1: Type of Business
96% 4%
RMG Industry Others
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5.2.2 Interpretation of the Result
From the pie chart, it is seen that 96% customers of MBL, Mirpur branch are from the RMG sector. Some are suppliers to the RMG sector, some are manufacturers. So, the foreign exchange department of MBL is mainly dependent on the RMG sector. So, the risk cannot be diversified. If the RMG sector is affected by negative profitability, this department is also affected.
5.3 Organization’s Distance from the Mirpur Branch
5.3.1 Survey Result
Survey result is shown through the following table here-
Distance Frequency Percent Cumulative Percent
0-1 km 7 28% 28
1-3 km 14 56% 84
3-5 km 2 8% 92
5-7 km 2 8% 100
Total 25 100
Table 2: Organization’s distance from Mirpur branch
Graphical representation: 28% 56% 8% 8% 0% 10% 20% 30% 40% 50% 60% 0-1 km 1-3 km 3-5 km 5-7 km
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5.3.2 Interpretation of the Result
From the above mentioned table, it is found those 92% customers are from the 0-3 km distant from the bank. 28% of them are from 1 km less distant from the organization. 56% of them are distant for more than 1 km but less than 3 km.
So, from the interpretation of the above table, it can be said that, Distance is one of the key players of choosing any bank for services.
5.4 Frequency of opening or purchasing LC:
5.4.1 Survey Result
Result is shown in the following graph:
From the graph, it is found that 72% of the customers are engaged in LC related activities weekly and 12% of them open or purchase LC on a daily basis. So, those 12% can be called the regular
Chart 3: Frequency of opening or purchasing LC
5.4.2 Interpretation of the Result
12% 72% 4% 12% 0% 20% 40% 60% 80% Daily Weekly Monthly Irregular
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foreign exchange department.
5.5 Years of Services taken from MBL, Mirpur Branch
5.5.1 Survey Result
The survey result is as follows presented in a self-explanatory graph:
From the above table, it can be said that, all of the clients have been taking services from this branch of the bank for more than a year. The highest percentage (64%)of them have been with this branch for 1-5 years, 32% of the clients are taking services here for 5-10 years. It is really praise worthy statistics for a third generation bank like MBL. It means it has the capability of improving its services to retain the loyal clients from the 1-5 years category customers. Only 4% are taking services for 10-15 years. As MBL is a third generation bank and Mirpur branch was established in 2002, the highest percentage of the customers fell within 1-5 years category. This is why customer satisfaction is needed to be increased to retain those clients for long term relationships.
Chart 4: Years of Services taken from Mirpur Branch
5.5.2 Interpretation of the Result
64% 32% 4% 0 10 20 30 40 50 60 70
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5.6 Clients’ Having Simultaneous LC Account in Other Banks
5.6.1 Survey Result
S
urvey result about clients’ having simultaneous LC services from other banks is presented through the following pie chart:Chart 5: Clients’ Having Simultaneous LC Account in Other Banks