A comprehensive study of the loan processing system of Bhutan National Bank Limited and its efficiency from customer perceptions

Abstract

Bhutan National Bank Limited is one of the financial institutions in Bhutan, the country's leading financial organization, which offers a variety of financial products and services to all different types of clients and corporations such as consumer, business, and government. Officially, BNBL was established in 1997 and is vital for the nation's financial integration and economic growth. Moreover, the bank provides various services such as business, retail finance, internet banking, deposits such as CASA (Saving and current account), Piggy bank, fixed deposits, and loans. The primary focus of the BNBL is on technology to increase transparency, and efficiency, which is driven by the mission of the BNBL to provide innovative and customer-centric services. With the location of its offices in numerous places and a nationwide ATM network, BNBL guarantees to provide smooth service delivery to all places mostly in rural areas. Moreover, in keeping with the philosophy of the Gross National Happiness concept, BNBL commits to sustainability and actively supports community development initiatives. Furthermore, the bank also stands as a trustworthy financial partner being enhanced by its strong government and compliance to the legal requirements.