Modern banking system plays a vital role for a nations economic development.

Over the last few years the banking world has been undergoing a lot of changes due to deregulation, technological innovations, globalization etc. These changes in the banking system also brought revolutionary changes in a countrys economy. In the backdrop of economic liberalization and financial sector reforms, a group of highly successful local entrepreneurs conceived an idea of floating a commercial bank with different outlook. or them, it was competence, e!cellence and consistent delivery of reliable service with superior value products. "ccordingly, #rime $ank %td. was created and commencement of business started on &'th "pril &((). The sponsors are reputed personalities in the field of trade and commerce and their stake ranges from shipping to te!tile and finance to energy etc. "s a fully licensed commercial bank, #rime $ank %td. is being managed by a highly professional and dedicated team with long e!perience in banking. #rime $ank %td. has already made significant progress within a very short period of its e!istence. The bank has been graded as a top class bank in the country through internationally accepted *"M+% rating. The bank has already occupied an enviable position among its competitors after achieving success in all areas of business operation. #rime $ank %td. offers all kinds of *ommercial *orporate and #ersonal $anking services covering all segments of society within the framework of $anking *ompany "ct and rules and regulations laid down by our central bank. ,iversification of products and services include *orporate $anking, -etail $anking and *onsumer $anking right from industry to agriculture, and real state to software. The bank has consistently turned over good returns on "ssets and *apital. ,uring the year .//), the bank has posted an operating profit of Tk. &)./.01 million. The banks current capital ade2uacy ratio of (.(34 is in the market. In spite of comple! business environment and default culture, 2uantum of classified loan in the bank is very insignificant and stood at less than .(34. #rime $ank %td. 5ince its beginning has attached more importance in technology integration. 6e are better placed and poised to take our customers through fast changing times and enable them compete more effectively in the market they operate. #rime $ank %imited is one of the first few $angladeshi $anks who have become member of 56I T 75ociety for 6orldwide Inter8bank inancial Telecommunication9 in &(((. 56I T is members owned co8operative, which provides a fast and accurate communication network for financial transactions such as %etters of *redit, und transfer etc. $y becoming a member of 56I T, the bank has opened up possibilities for uninterrupted connectivity with over ),'// user institutions in &)/ countries around the world. #rime $ank %td. has all along pursued pragmatic policies and strategies depending on the prevailing business scenario. It stayed focused on the emerging needs of the market and positioned itself accordingly. :igh 2uality customer service through competent workforce remained uppermost in #rime $anks thinking and action plan. Integration of technology in business functions is an important strategy for #$% 7#rime $ank %td.9 to seize opportunities and provide value8added service to the customers. #rime $ank %td. has had consistent growth over the years. Management of #$% has put in place necessary business initiatives, which are to ensure success as #rime $ank %td. moves towards the new millennium. Its guiding principles are rendering of service to customers more efficiently and effectively than other competitors and concentrating on

core business and building on our strengths. *ustomer services of #rime $ank %td. are acknowledged to be one of the best in the industry and for this high 2uality #rime $ank %td. is rated as a top8performing bank. #rime $ank %td. has plans to improve its customer services further through diversity in products and services. Offering customers a variety of options to fulfill their banking needs will remain an important component of #$%s long8term business plans. +!ercise will continue to streamlining of systems and developing back8office support capabilities. Management has decided to focus more on small and medium sized enterprises by providing a broad range of financial options. #$% has further deepened its stack in retail banking, by introducing new products. +fforts in Merchant banking are further intensified to generate more profits as #rime $ank %td. has ac2uired Merchant8banking license. #rime $ank %td. is able to remain competitive and en;oyed continued growth, which in some e!tent depends on financial sector reforms of the government. #rime $ank %td. is in complete agreement with $angladesh $anks plans to review and thoroughly assess the financial sector and set the future framework for the industry. #rime $ank %td. is willing to support all constructive reforms that are in the national interest and encourage more competition and choice for the people. This $ank always stays tuned to the realities of rapidly changing markets. Management of #$% strongly believes that this bank will grow and prosper in the days to come. Ongoing researches to innovate products and fine8tune the e!isting products will lead to advantageous position. Master*ard credit cards business and newly introduced O<%I<+ banking has opened up new possibilities not only for improved customer service but several windows for profit generation. Installation of 56I T and integration of Treasury functions in both local money market and international foreign e!change market are e!pected to yield better growth in volume and earnings. 6hile banking is undergoing changes to accommodate increasing needs of customers, technology is considered as a key element for achieving competency based on reliability. #$% is working to further improve its computer system in order to provide clients with new IT products and services such as "TM, O<%I<+ $"<=I<> and #OI<T O 5"%+5 transactions. rom #$%s perspective, Technology will help #rime $ank %td. to operate more efficiently and improve its productivity. Therefore, investment in technology infrastructure receives highest priority. 6hile technology takes care of much of the routine functions, employees will have more time to spend with their customers providing greater range of advice and services. "t present #rime $ank %td. manage the branches in a manner, which ma!imizes profit and brings added values for shareholders. :ead Office *able #hone Tele! a! no. "dam;ee *ourt "nne! $uilding8. &&(8&./, Moti;heel *?", ,haka8&///. #-IM+$"<= ()3'.3), ()'/'1'8@ #"$A 31.1)( #-IM+ $B 3'&)10 #$% MB $B @@8/.8()3'.0/

+8mail 56I T 6ebsite

@@8/.8()3/('' primebnkCbangla.net #-$%$,,: www.prime8bank.com #-$%$,,:

56I T 6ebsite www.prime8bank.com Table &D %ocation and address of #rime $ank %td. The ob;ectives for which the bank is established are as followsD

i9 To carry on, transact, undertake and conduct the business of banking in all branches. ii9 To receive, borrow or to raise money on deposit, loan or otherwise upon such terms as the company may approve. iii9 To carry on the business of discounting and dealing in e!change of specie and securities and all kinds of mercantile banking. iv9 To provide for safe8deposit vaults and the safe custody of valuables of all kinds. v9 To carry on business as financiers, promoters, capitalists, financial and monitory agents, concessionaires and brokers. vi9 To act as agents for sale and purchase of any stock, shares or securities or for any other momentary or mercantile transaction. vii9 To establish and open offices and branches to carry on all or any of the business abroad and within the country provided prior permission is obtained from $angladesh bank. Management and :uman -esourcesD " well8educated, skilled and enterprising workforce with wide e!perience in the banking is a precondition for the continued growth and progress of any bank. #$%s aim is to recruit and retain a competent workforce. In the e!pectation of continued growth, the bank in &((@ established a training institute for its own staff. #rime $ank recruits e!perienced bankers as well as fresh graduates and trains them through the Training institute. Its human resources strength is @(1 as on ,ecember 0&, .//1. "ll of the top e!ecutives of the bank have diversified $anking and "uditing e!perience for many years with leading #rivate *ommercial $anks and other financial institutions.

#rime $ank is listed with promoter shareholders collectively holding a 134 stake in the bank. One of the main reasons for the banks good financial condition is that the banks promoters, who have other business interests as well, have refrained from using the bank for insider lending. This is a huge issue for $angladeshi private banks and together with somewhat la! supervision, is the single biggest factor for the poor financial condition of most private banks. 6hile #rime $ank has so far benefited from its promoter shareholders approach of maintaining an arms8length relationship between the bank and their other businesses, whether this would continue to be the case in future, particularly when the second8 generation promoters become directors of the bank remains to be seen. The bank had a rather large board 7./ members in all9 with representatives from all the ma;or shareholders. #reviously central bank norms prevented any one shareholder individually holding an e2uity stake of greater than )4 in the bankE this was the reason for the ./ directors sitting in the board. The central bank rules in this regard have undergone a slight change. <ow the rules are that the individual holding has been enhanced to &/4 and the size of the $oard will now be restricted to &0 members, which should include at least two independent directors. The banks board has a policy of rotating the *hairmans position amongst various membersE conse2uently the bank has a new *hairman every year. The e!ecutive management also appears a bit top8heavy 7relative to the size of the bank9 with one additional managing director besides the managing director, a 5enior +!ecutive Fice #resident, four +!ecutive Fice #residents and many 5enior Fice #residents. #rima8facie the rotating *hairman and the presence of effectively two managing directors may lead to some overlapping responsibilities and possible conflictE however this does not seem to have happened so far in the banks history and the bank continues to perform satisfactorily. Sl. No. &. .. 0. 1. ). 3. '. @. (. &/. &&. &.. &0.

Designation

Managing ,irector ,eputy Managing ,irector 5enior +!ecutive Fice #resident +!ecutive Fice #resident 5enior Fice #resident Fice #resident 5enior "ssistant Fice #resident "ssistant Fice #resident irst "ssistant Fice #resident 5enior +!ecutive Officer +!ecutive Officer #rincipal Officer 5enior Officer Management Trainee

&1. &). &3.

Officer Bunior Officer "ssistant Officer Trainee "ssistant

Managerial :ierarchy of #$%D *hairman $oard +!ecutive Managing ,irector "dditional ,eputy 5enior +!ecutive +!ecutive 5enior Fice 5enior "ssistant "ssistant Fice #resident irst 5enior +!ecutive #rincipal Officer 5enior Management Officer Bunior Officer Chapter 2 Introduction Project of the "ssistant +!ecutive of ,irectors *ommittee ,irector ,irector #resident #resident #resident #resident #resident #resident Officer Officer Officer Trainee

Managing Managing Fice Fice Fice Fice Fice

" bank is a financial institution whose primary activity is to act as a payment agent for customers and to borrow and lend money. It is an institution for receiving, keeping, and lending money. The first modern bank was founded in Italy in >enoa in &1/3, Gcitation neededH its name was $anco di 5an >iorgio 7$ank of 5t. >eorge9. Modern banking system plays a vital role for a nations economic development. Over the last few years the banking world has been undergoing a lot of changes due to deregulation, technological innovations, globalization etc. These changes in the banking system also brought revolutionary changes in a countrys economy. #resent world is changing rapidly to face the challenge of competitive free market economy. $anking 5ector in $angladesh is facing challenges from different angles

though its prospect is bright in the future. >eneral banking is one of the ma;or sections of any branch of any bank. the services of general banking are cash receive and payment, account opening, ,,, pay8order, TT issue and clearing .the success of a bank depends a lot on the success of general banking. In prime bank all the general banking activities are performed under the control of >$ 7>eneral $anking9 head. >$ head monitors the daily activities and solve the problems of general banking department. #rime $ank %imited >eneral $anking ,epartment can be divided in to four sections. They areD I *ash section I*omputer section I*learing section I"?* opening In general banking activities *ustomer service is the most important part. In this respect bank management needs to develop a comprehensive plan in order to identify ob;ectives, goals, budgets and strategies that will be consistent with the ma!imization of share values and satisfying customers. In order to fulfill the re2uirement of the Internship program I chose #rime $ank %imited. The :uman -esource ,ivision 7:-,9 of #rime $ank %imited placed me to its -ing8 -oad $ranch. This is one of the most successful J +arly -ising $ranch of #rime $ank %imited. $ecause its fulfillment its profitability target early rather then the other $ranch various types of business institutions J -etail shops are situated here. Most of them are related with tiles and sanitary business. +very day they have to do a lot of transactions to run their business properly through the $ank. 5o, the -ing8-oad $ranch of #rime $ank %imited is helping them a lot. Today the $anking Industry is very much competitive. 5o if anyone wants to be successful here they have to change themselves according to the demand of the customers. 5o, I believe that, working at -ing8-oad $ranch of #rime $ank %imited was very much helpful for me to get a real life e!perience about the present situation of the $anking Industry of $angladesh which will be very much helpful for my future life also. The scope of this report is limited to the overall description of the company, its services, its functions and its financial performance analysis. 5ince #$% has started *onsumer $anking for many years in $angladeshE it has still to go a long way to achieve its destination. To achieve the long8term goal it must take each step very carefully. This Internship report covers all the activities provided by the >eneral $anking as well as other departments of #rime $ank, -ing8-oad $ranch such as in >$ "ccount opening, Operation of checks, Transfer of "ccounts, *losing of "ccount, #ayment procedure of TT, #urchase of ,rafts J *hecks, #ayment procedure of T*, *ollection of inward remittance, #rocedure of outward remittance, Issuing loan . $esides this, finding problems in the total process and provide possible solutions for -ing8-oad $ranch will be another scope of the report. This report may have some incompleteness due to some of the limitations I encountered while completing it that are mentioned belowD

The aim of practical e!posure program is to e!ercise the practical desk works of the bank and mainly prepare of the procedure of work on different desks. $ut it was difficult enough to cover all the desks within this limited time period of only . months. The study was limited by the size of the sample. 5cope of my study is so wide, due to lack of my knowledge, e!perience and as a novice the analytical, comprehensive and crucial study is not possible by me. 5ome essential data could not be gathered because of confidentially concerns. The raw data available in the organizations database management system was also not properly organized. The officers were very busy with their daily workE they could hardly provide little time to discuss with them. The purpose of this report is to fulfill the internship re2uirement. The reason behind an internship is to gather practical knowledge about the corporate world and apply the theoretical knowledge on practical field which one has gathered through out his educational life. The ma;or ob;ective of the report is to present an overview of #rime $ank %imited and to know about its management system, functional and financial aspects. 5pecific Ob;ectiveD $oth primary and secondary data is used to prepare this report. The details of these sources are highlighted in the following. #rimary ,ata collectionD One of the ma;or sources of primary data collection is a survey conduct on the customers of #rime $ank %imited 7-ing8-oad $ranch9. ,iscussion with the officers of -ing8-oad $ranch specially 5hinthia :ossain 7In8charge of >eneral $anking ,epartment9, Bahidul Islam =han 7#rincipal Officer9 and Mehedi "lam 7"ssistant Officer9 has helped to gather primary information. Informal conversation with the clients. #ractical working e!perience from the different desks of >eneral $anking of the bank. 5econdary ,ata "nnual report .//@ of #rime $ank >eneral $anking 6ebsite information and other official #apers of #rime $ank %imited. collectionD %imited. Manual

,ata processing and analysisD "fter collecting data by survey, the data is counted and give input in the Microsoft +!cel. Then the graphs are prepared and analyze them with our theoretical knowledge. "fter that the problem finding and recommendation part comes. *hapter K 0

"nalysis Of >eneral $anking

,iscussion

#rime $ank limited provides mainly three types of services towards their customers. They areD ,eposit 5cheme %oan 5cheme Islamic $anking ,eposit 5cheme ,eposit is often called the lifeblood of commercial banks. <o commercial bank can be thought of without deposit. In fact modern commercial banking starts with deposits from the public followed by lending or financial trade, commerce and industry. The most of the deposit of a bank come from the various type of bank account that is provided by a bank. ,ifferent Types of ,eposit 5chemeD *ontributory 5aving 5cheme Monthly $enefit ,eposit 5cheme +ducation 5aving 5cheme i!ed ,eposit 5cheme 5hort term ,eposit %akhopati ,eposit 5cheme ,ouble $enefit ,eposit 5cheme oreign *urrency "ccount -esident oreign *urrency ,eposit "ccount <on -esident oreign *urrency ,eposit "ccount <on -esident Taka "ccount <on -esident Investors Taka "ccount :ouse $uilding ,eposit 5cheme #rime Millionaire 5cheme *ontributory 5aving 5chemeD This is a 5avings 5cheme in which a person gets the opportunity to build up savings by contributing monthly installments and receives an attractive fi!ed amount at the end of a specified term. The 5cheme is designed to help the fi!ed income group to save money and build up a sizable fund with which they can go for some income generating venture to improve the 2uality of their life and?or meet any future financial obligations. Minimum size of monthly installment shall be Tk. )//?8 and multiplies of Tk. &///?8. Ma!imum installment size shall be Tk. .),///?8 The ,eposit shall be for a period of ) years. " brief chart of lump sum amount and monthly pension installments payable are shown belowD

Size of monthly deposit (Taka)

Terminal value after 5 years (Taka)

Pension for next 5 years (Taka)

500/$!000/2!000/-

0!000/"0!000/$!'0!000/-

"#0/$!#%&/%! #"/-

(onthl) *enefit Deposit Sche+e, This is a ,eposit 5cheme where the depositor gets monthly benefit out of his deposit. The scheme is designed for the benefit of the persons who intend to meet the monthly budget of their families from the income out of their deposit. Investment of fund of Trusts and oundations, which award monthly scholarships? stipends to students, etc. ,eposit of Tk. .),///.// 7Taka twenty five thousand9 and multiples thereof, but ma!imum Tk. .), //,///?8 7Taka twenty8five lac9 shall be acceptable under the 5cheme. The ,eposit shall be for a period of ) 7 ive9 years. The #rincipal amount is refundable on maturity. +ducation 5avings 5chemeD8 The educational e!penses particularly the e!penses for higher education are sharply increasing day by day in our country. #rime $ank %imited has introduced a 5avings 5cheme entitled L+ducation 5avings 5chemeM in accordance with the principles of Islamic 5ariah i.e., on the basis of profit and loss sharing. ,eposit of Tk. )/,///?8 and multiples thereof but ma!imum limit of Tk. ), //,///?8 at a time will be acceptable under the 5cheme. The instrument shall be issued for a period of ) years term. On maturity a lump sum amount of Tk. @),0@.?8 shall be payable or education allowance C Tk. &,@)1?8 per month per Tk. )/,///?8 shall be payable on the basis of deposit amount for ne!t ) years starting from the completion of the term as per following table. Income Ta! C&/4 on interest may be deducted at source at the time of payment of lump sum amount. i!ed ,eposit 5chemeD8 i!ed deposit scheme should be kept for a fi!ed term or period. #rime $ank %imited deals with the following terms deposit. Sl. No. & . 0 1 Particulars & 7One9 month 0 7Three9 months i9 $elow Tk. ).// crore ii9 Tk. ).// crore J above 3 75i!9 months i9 $elow Tk. ).// crore ii9 Tk. ).// crore J above & 7One9 year J above i9 $elow Tk. ).// crore ii9 Tk. ).// crore J above Interest -ate '.) 4 &&.// 4 &&.)/ 4 &&.// 4 &. 4 &. 4 &. 4

Table .D i!ed ,eposit 5cheme 5hort Term ,epositD8 " short8term deposit 75T,9 account is a running account with amounts being paid into and drawn out of the account continuously. These accounts are called ,emand ,eposits or ,emand %iabilities since the banker is under obligation to pay the money in such deposits on demand. These accounts are generally opened by $usiness Organization, #ublic Institution, *orporate $odies. " 5T, account may be opened by an individual person. It is an interest bearing deposit. Interest is calculated on daily basis as per $anks #rescribed -ate and is credited to account on half yearly basis. *urrent interest rate on 5T, account is presented in the following tableD

Particulars $elow Tk. & crore Tk. & crore and above

Interest -ate ).//4 3.//4

%akhopati ,eposit 5chemeD8 In a %akhopati ,eposit 5cheme depositor will have to pay monthly installment into a bank and after completing maturity he or she will get certain amount of money. The depositor will have the option to choose any installment size and period at the time of opening of the account and will not be allowed to change the size of installment afterwards. "ccount in the name of minors can be opened too under the 5cheme as per standard procedure for minor accounts. " person can open more than one account for any size of installment in any branch of the $ank. In case of death of a depositor, the account will cease to be operative and the amount deposited so far shall be paid to the nominee, and in absence of nominee, to the legal heirs of deceased as per rules in force. Monthly Installment size, tenure and terminal value of the scheme will be as followsD (onthl) Install+ent Si.e /0a1a2 .)/?8 )//?8 &,.@)?8 .,1//?8 3+ount to 4e paid after +aturit) /0a1a2 &,//,///?8 &,//,///?8 &,//,///?8 &,//,///?8

0enure &) years &/ years ) years 0 years

Table 0D %akhopati ,eposit 5cheme ,ouble $enefit ,eposit 5chemeD8 The 5cheme shall be implemented through all the branches of #rime $ank %imited. ,eposit of Tk. .),///?8 7Taka twenty five thousand9 and multiplies thereof but ma!imum limit of Tk. .),//,///?8 7Taka twenty8five %ac9 at a time will be acceptable under the scheme. " specially designed -eceipt shall be issued for the deposit under the 5cheme in the same manner as issued in case of ,-. $ranches shall use the e!isting 5,5 receipts for issue of instruments under this scheme till separate receipts are supplied. The instrument shall be issued for /3 7si!9 years term. "t maturity after /3 7si!9 years double the amount of deposit will be paid to the depositor. #rime Millionaire 5chemeD8 5ize of monthly ,eposit 7in Taka9 Investment Tenor 7in Taka9 "fter the investment #ension size of Tenor the terminal value installment of the 5cheme 7in Taka9 according to the years invested 7in Taka9 &////// &////// &////// Millionaire following the loan .&'1@ &'&0' &0'@3 5cheme 5cheme schemeD 5cheme 5cheme inance #urchase 5cheme 5hare

&.13) '@(/ 1)'/

) ' &/

Table 1D #rime %oan #rime $ank limited has formulated the >eneral %oan *onsumer *redit %ease :ire :ouse $uilding "dvance "gainst 5mall J Medium +nterprise

%oan

+ligibility for *reditD The persons having confirmed?permanent ;ob in any one of the following organizations and age between ./ to )/ years are eligible for availing of *redit facilities under the 5cheme. >overnment 5emi8>overnment and $anks, Insurance *ompanies or "rmed orces, $.,.-, "utonomous any other inancial #olice and Organization $odies Institutions "nsar

#rivate Organizations having Teachers of Nniversities, *olleges and 5chools

corporate

structure

$esides the above, #rofessionals like ,octors, +ngineers, "rchitects, %awyers, Bournalists, *hartered "ccountantsE 5elf +mployed $usiness +!ecutives are also eligible for en;oying credit facilities under this scheme sub;ect to the providing of $ank >uarantee or Insurance >uarantee for the amount of *redit. *onsumer *redit #roductsD :ousehold durable %oan *ar %oan ,octors %oan "dvance "gainst 5alary "ny #urpose %oan +ducation %oan Travel %oan Marriage %oan Islamic $anking #rime $ank %imited has started its operation as a *onventional $ank in "pril &((). $ut pretty soon afterwards, within few months, the $ank has taken up the *hallenge to start Islamic $anking Operations. The *hallenge is not so much as in operating Islamic $anking but in maintaining both the forms in #arallel. rom its inception as an Islamic $ank the bank has proven itself to be worthy of its slogan of O$ank with a ,ifference, through successful operation of Islamic $anking. #rime $ank has started its Islamic $anking operation through its first $ranch being inaugurated at &(, ,ilkusha *?", ,haka on &@ ,ecember &((). 5ince then it has so far has established four more branches at different locations in the *ountry. $ecause of its popularity and managements commitment toward social well being gradual e!pansion of #rime $anks Islamic banking operations are assured. ollowing are the salient features of Islamic $anking, as is practiced in #rime $ank %imitedD "ll activities are conducted according to Islamic 5hariah. Interest free monetary operations. $uilding partnership relation between the $ank and its customers. ollowing Islamic principles in its investment portfolio. 6hile investing special consideration to social needs are given. Through small and long term deposit schemes providing hope to the poor income group of the society. *lient service centric banking, through which making the clients feel special. *onduct welfare activates etc. >eneral banking is one of the ma;or sections of any branch of any bank. the services of general banking are cash receive and payment, account opening, ,,, pay8order, TT issue and clearing .the success of a bank depends a lot on the success of general banking. #rime $ank %imited >eneral $anking ,epartment can be divided in to four sections. They areD

ig .D ,ivision of >eneral $anking of #rime $ank %imited The computer of all branches is not uses the same software .usually two type of software are used in a branch. They are Temeons T8.1 *$5 and #* $ank 5oftware. Temeons T8 .1 *$5 is used in online banking and #* bank software is used in non o line banking. *ash #ayment to *ustomerD *ash is paid to the customer or to the person to whom the bank is legally responsible to do so. #rocedure of *ash #aymentD The customer places che2ue, pay order, money order recipe or any debit voucher to the cash counter. The officer receives the che2ue and check the customers account balance at the computer If the customer has available balance in his account then the officer will debit the customers account 7the amount which is written on the che2ue the account9. The tracer number must be written down by the officer while giving posting on the computer The signature of the customer will be verified at the signature verification software If the signature matches then disbursement of the che2ue takes place. Minimum re2uirements of a che2ue in different accountsD The date of the che2ue must not more than 3 months older The availability of the signature of the customer The amount and the amount written in words must be same 5ignature of the bearer of the che2ue on the opposite side of the che2ue. or making payment of more than Tk.)////, the operation manager should be informed. *ash payment is made with in 0.//pm. Minimum "ccount $alanceD *ash -eceived from *ustomerD "nother important activity of this department is cash receive from the customer. *ustomers deposit money to pay bills, insurance premium, and monthly deposits of the scheme. *ash -eceive #rocedureD8 The customer has to fill the credit voucher or deposit slip properly and place to the cash deposit counter. The receiving officer will receive the money and the voucher and check the deposit slip and will make posting of the transaction in cash receive register and he will credit the customer account. If all the re2uirements are fulfilled then the process will be completed. Important -e2uirementsD

*he2ue $ook IssueD $y the che2ue a customer can withdrawal his money from his account. Nsually anew che2ue book is issued after the confirmation of the customers address but if the customer has a loan account with the credit division then he can get that before address confirmation. The front desk of the bank deals with the procedure of issue of che2ue book. The process of *he2ue $ook IssueD8 *ustomer will fill up the che2ue re2uisition slip by writing down the account number, name of the account holder, address and signature of the account holder and present to the passing officer. The signature of the account holder will be verified on the software If the signature is similar then the che2ue book serial number is posted by the officer at the computer "fter that the officer prepares the che2ue book with the account number and branch seal. The issued che2ue book posted in the proper che2ue book issue register and will receive the sign of the customer after handing over the che2ue book to him. Issue of #ay OrderD8 " pay order is a written order, issued by a bank, to pay a certain sum of money to a specified person or a bank. It may be said to be a banker che2ue as a bank drawn upon and payable issues it by itself. " pay order is issued and paid by the same branch of a bank and such, the drawer and the drawee are the same. The person or the organization in whose favor it is issued is known as payee or the $eneficiary It is sometimes sold to the individual on payment of value to may or may not be a customer and is called the purchaser. The purchaser should sign the standard application form giving detailed particulars and re2uest for issue of pay order. The payee or beneficiary must not appear to be fictitious. :is full name and address should be written on the application. $ank should recover commission of pay order from the purchaser. Issue of #ay 5lipD8 " pay slip is written authorization for making payment8specified person or firm payable by issuing branch, for a discharge liability of the bank. "s pay slip is originated made payable by the bank in a receipt form there is no need for any application for its issue. " pay slip is issued to effect payments on account of bills payable for goods and services purchased or availed by it. or e!ample, bank is re2uired to make payment of bills for the purchase of furniture J fi!ture, for printing J stationary and for any other works done on its behalf by the other party on agreement with the bank. Inward -emittancesD $anks have a wide network of branches all over the country and offer various types of remittance facilities to the public. The only other agency, which provides such facilities, in a limited way, is the post office. The remittance of funds by banks is made through different methods. They areD ,emand drafts Mail transfers Telegraphic transfer

,emand draftsD ,emand draft is a written order to pay money, drawn by one branch of a bank for a sum of money payable to order on demand. " draft cannot be done payable to bearer. *ustomers may purchases draft or non8customers of the bank. The purchaser of the draft must fill in the relative application form with his name, amount, and name of the payee, the amount and the office in which it is drawn. In order to sure safety, the purchaser is advised to cross the draft and the bank gives a test number. :aving issued the draft the issuing officer would send the drawee branch, an advice containing the particulars of the draft. Mail TransferD Mail transfer is an advice regarding remittance of funds sends by one branch of the bank to another branch of the same bank, at the written re2uest of the application. The mail transfer contains the name and address of the remitter. It is a nonnegotiable instrument and generally is not handed over to the customer rather sent through post office to the concerned branch for credit to the respective account. In some cases, full address of the beneficiary re2uired to be maintained by the applicant. 5uch MT is an advance and treated as a credit voucher of the paying branch, no separate advice is issued by the issuing branch. On receipt of the MT payment is made by debit to issuing branch through 5$ account. Telegraphic TransferD Telegraphic transfer may be affected at the written re2uest of any person and against value received from him. " written application on the banks prescribed form duly signed by the purchaser should be obtained. If the application for issue of telegraphic transfer contains instruction to debit the account of the purchaser, his or her signature should be verified. It is however, preferable to obtain a confirmation che2ue from the customer. On %ine *he2ue ,ebitD8 If the customer has on8line advantage in his or her account, then he will be able to receive money from the branch presenting the che2ue of other branch. this transaction is LTransfer TransactionM for the order receiving branch, in this case, the branch which che2ue has been presented should maintain the following procedureD ,ebit the customer account by the amount of the che2ue. *redit the account of the ordering branch by the amount of the che2ue. #repare four I$*+ 7Inter $ank *redit "dvice9 comprising main copy, responding copy, :O copy and originating copy with the I$*" no, responding branch name and code. "?* name and number and amount of the che2ue Main copy and responding copy of I$*" are sent to the responding branch and :O copy is sent to :ead Office of #rime $ank %imited through courier or messenger. #ayment of On8%ine *he2ueD8 "s we mentioned, customer can receive money from one branch by present the che2ue of another branch of #rime $ank limited. In this case cash disbursing branch will maintain the following four stepsD Make payment of the che2ue after proper presentation of it. ,ebit the amount of the branch which che2ue has bee presented by the written amount.

#repare four I$*" comprising main copy, responding copy, :O copy and originating copy with the I$," no, responding branch name and code. "?* name and number and amount of the che2ue. I$," will be signed by two #.". holder of the originating branch Main copy and responding copy of the I$," are sent to the responding branch and :O copy is sent to :ead Office of #rime $ank %imited through *ourier or messenger. Outward and %ocal $ills for *ollectionD8 In banking practice of #rime $ank %imited, outward bills mean che2ue or other instrument written on the branch which is not in the same city where the bill is presented. On the other hand, local bill means the che2ue or other instrument which drawn and presented in two different branches but are located in the same city. In short outward bill and local bill are called O$* and %$*. The customer will receive money from the branch where instrument is presented but may not be in the same date. It depends on when the che2ue is sending for collection and the distance between the two branches. #rocess of both Outward and Inward $illsD Instrument of other branch received for collection from customer 5ending the instrument as soon as possible to the branch on which it is drawn for collection -eceiving the instrument again from the branch after collection. Issuing I$," comprising main copy, responding copy, :O copy and Originating branch of the I$,". I$," will be signed by two #.". holder of the originating branch of the I$,". Then the I$," will be posted in the computer by debiting the branch on which instrument was written and crediting the customer account. Main copy and responding copy of I$," are sent to the responding branch and :O copy is sent to :ead Office of #rime $ank %imited. 5avings and *urrent "ccount OpeningD8 "ccount opening is a very important task to establish banking relationship with a customer. Mainly the account opening section deals with opening with all kinds of accounts. The most two popular accounts are savings and current account. "n adult individual having sound mind can open a 5avings account signally or ;ointly. >uardian can open minor account. "ny club, society and similar organization are also eligible to open 5$ a?c by providing $ye8%aws?-esolution?articles of association which is acceptable to the bank. "n illiterate person can open 5$ a?c as per applicable laws of the bank by left hand thumb impression and physical attendance. On the other hand a person can open a current a?c signally, ;ointly or in the name of an organization, club, association, or institution can open current account providing $ye8%aw and articles of association acceptable to the bank. The procedure of opening of both of these accountsD8 "ccount opening form to be filled in and signed by each of the applicant with largest passport size photograph 7. copies9 for each applicant attested by the introducer, copy of passport?any identity card, introduction of the applicant to be signed by introducer with account number, one copy of the nominees photograph and signature of the nominee.

Minor accounts additional re2uirements are copy of the birth certificate and photograph. Ferify officer of the branch will verify the introducer signature by checking it up with the signature provided by signature verification software. "fter verification of the introducers signature, accounts opening officer will give the customer the current a?c or savings a?c no which he intended to open and will posted it to the account opening register. Then the customer will deposit the initial deposit 7Tk../// for 5$ a?c and Tk.)/// for current account9 in the account number provided by the opening officer. Then a?c opening officer and signature verification officer will sign on the form. Then the form will be approved by the :O$ and Operation Manager. The officer at the computer then post the a?c opening form with any special instruction and credit the customers account by the initial amount. "fter that the compliance officer of the branch will check the a?c opening form whether all the instruction of $angladesh $ank is followed up to open the account. Terms and *onditions of 5avings "ccountD8 Terms and *onditions of *urrent "ccountD8 ,"ccount OpeningD ,- 7fi!ed ,eposit -eceipt9 is another popular scheme of #rime bank %imited. :ere a depositor will deposit fi!ed amount at the ,-. :e will get the principal and interest amount at the maturity of the ,-. #rocedure of opening an ,accountD8 The customer will fill up the ,- account opening form with a passport size photograph, nominees photograph, mailing address, permanent address, period and special instruction. The account opening officer will provide a ,- no. on the form, posted it on the register and at the computer. The customer will deposit the ,amount in the accounts. Then the a?c opening officer will sign on the form #roperly completed form will be signed by :O$ and Operation Manager. "fter these steps the officer will write down a receipt and hand over it to the customer. Then the compliance officer will check the a?c opening form and regularize it. -ate of interest applicable to different period of timeD

Period & month 0 months 3 months

Rate of Interest '.)4 &.4

&.4

&. months

&..)4

+ncashment of "ccountsD In this part the matured accounts or the accounts which are unwilling to continue the by the customer is encased. +ncashment can be of two typesD8 Mature encashment #re8mature encashment Mature +ncashmentD 6hen there is a mature encashment, the customer will get the principal amount deposited and interest on the deposited principal amount at the rate which is prescribe in the particular account opening form. The income ta! on interest amount is deducted from the maturity amount. #re8Mature +ncashmentD In the case of pre mature encashment the officer has follow some terms and conditioned. The account holder will get less than he should get at the maturity date if he does pre8 mature encashment. "dditional 5ervices #rovided by >eneral $ankingD $eside all of the above services there are some other important services provide by #rime $ank %imitedD %ocker 5erviceD $ank provides safe custody of the customers valuable assets in e!change for the locker rent . Opening $?O "ccountD 5ome specific branches of #rime $ank also offer the customer to open $?O account. $ank 5tatementD $ank statement is the summary of transaction with the bank for specified period of time. #rime bank charges T=..// for every statement and Tk.&/ per month for deposit scheme. 5olvency *ertificateD $ank also provides the solvency certificate to their customer in permission of the :ead office. $ank charge Tk..// for each solvency certificate. period of time . Chapter S560 3nal)sis of P*7 56OT "nalysis is a strategic planning method used to evaluate the 5trengths, 6eaknesses, Opportunities, and Threats involved in a pro;ect or in a business venture. It involves specifying the ob;ective of the business venture or pro;ect and identifying the internal and e!ternal factors that are favorable and unfavorable to achieving that ob;ective. The techni2ue is credited to "lbert :umphrey . 5trength of #rime $ank %imitedD &. " powerful strategy supported by good corporate governance to increase shareholders value by being efficient, professional transparent and accountable to society and

environment. .. #$% has strong brand image as it has won the prestigious I*"$ award for being the best bank in $angladesh and L"M graded bank according to the *"M+% rating. 0. #roducts and services are as diversified as the market segment demands and the customer group range from individuals, big corporate clients, <>Os to <on residents. 1. #$% has strong capital position. ). The asset and liability committee 7"%*O9 of the bank maintains a satisfactory trade8 off between li2uidity and profitability. 3. The bank is able to achieve higher growth of loans and deposit than the industry rate. '. #rime bank limited has strong balance sheet with favorable -O+ and -O". @. %ow non8performing assets or classified loans of the bank signify strengths in credit customer selection. (. The bank has covered all the global locations of homebound remittance. &/. The bank has now a network of 3) branches throughout the country. &&. The 2uality of asset is one of the strong areas of operation of #$%. &.. Many of the branches of #$% are under *$5 T.1. This is helping to minimize the errors. &0. #$% has well diversified asset portfolio to retail, 5M+ and capital market. &1. #$% has a good credit rating of "" which is rated by *redit -ating "nd Information 5ervices %imited 7*-I5%9. 6eakness of #rime $ank %imitedD8 &. "ll of the branches of #$% are still not under the *$5 T.1.this lacking is creating operating inefficiency such as human error, fraud and forgeries. .. The ;unior level management of #$% is not as efficient as the mid and top level management. This may be because of the lack pf proper training to the ;unior and training officer. 0. risk management of lending portfolio often re2uire stress testing which are based on sophisticated mathematics tools and cannot solely be dependent on e!isting MI5. The level of technology in banking industry is yet ac2uiring that sophistication. 1. the employees of the branches which are under T.1 are facing some sort of problem to cope up with the new software that is why it is taking more time to serve a customer. ). The "TM booths owned by the #$% are not sufficient in comparison to the other banks. 3. #$% has lack of manpower to serve the growing customer demand. Opportunity of #rime $ank %imitedD8 &. #$% took a strategic shift towards developing and e!panding the 5M+ financing which has received considerable attention of policy makers. .. Implementation of world class *$5 T.1 in number of branches will reduce fraud and forgeries and other operating risks arising from human error. 0. this bank has establish remittance arrangement with .1 leading e!change companies and banks including the global money transfer agency 6estern Nnion in .//'. 1. The bank introduced direct selling service recruiting highly trained and customer focused professionals. ). inance "ct of .//'8/@ has withdrawn the withholding ta! on purchases by credit card and it is e!pected that credit card business will again have fast growth in .//@.

Threats of #rime $ank %imitedD8 &. *hanges in general economic condition resulting from calamities and political disturbance. .. The bank is now facing increasing interest sensitive customer who are demanding higher rate of return. 0. *hanges in government policy 8 P increase in ta!, F"T on banking services, P increase in corporate ta! rate, P increase in *-and 5%of the banks, P withdrawal of incentives given to some thrust sectors which may make the pro;ect slow moving, P directive to reduce the lending rates to finance essential items, P increase in provisioning re2uirement would reduce the -O" and -O+, P -educing the margin ratio for investment accounts. 1. Folatility in interest rate. ). Introduction of compliance issues raised by the international forums which is likely to affect the e!port growth. 3. The rising price of oil and other importable items have e!erted pressure on dollar which has s2ueezed the e!change and fee earning of the bank. '. To compete with the new and lucrative offerings by the other banks are great threats for the bank. Chapter 5 3nal)sis 8 9indings ,emographic >ender M"%+ +M"%+ of -espondents

rom the chart we can see that our survey there were 3@4 of the respondents were male and 0.4 of them were emale. Occupation <"TN-+ O O**N#"TIO< $N5I<+55 +<>I<++>OFT.5+-FI*+ <O. O -+5#O<,+<T5 &3 0 @

:ON5+ 6I + #:Q5I*I"< #-IF"T+ 5+-FI*+ 5TN,+<T T+"*:+-

1 ) ' 0 1

rom the >raph we can see that 0.4 of the total respondent were business man, 34 of the respondents are from +ngineer, &34 respondents were >ovt.service, @4 were :ouse 6ife, &/4 were physicians, 34 were students and @4 were teachers Jlast one #rivate 5ervice holder was &14. Monthly Income MO<T:%Q I<*OM+ Tk.&///8)/// Tk.)//&8&//// Tk.&///&8&)/// Tk.&)//&8.)/// Tk..)//&8"bove <O O -+5#O<,+<T5 ' &1 && ' &&

rom the above chart we can see that ..4 of the respondents have income level of Tk..)//& to above, &14 have income in between Tk.&)//& toTk..)//, ..4 of the respondent have income in between Tk.&///& to Tk.&)///, .@4 of them have income in between Tk.)//& to Tk.&//// and &14 of the respondents have income level between Tk.&/// to Tk.)///. acilities provided by #$% +!cellent

9acilities

Fery >ood

:ood

Satisfactor) Dissatisfactor)

"ccount opening procedure

1 / / 1 @ &@ / 0

&0 ) ) &1 ) .) &' &3

&) &. .. ./ &( ) ./ &)

&) &@ &3 &/ &) . &0 &0

0 &) ' . 0 / / 0

Interest -ate ;earl) Charge

+mployees $ehavior *omple!ity dealing with big transaction

*ranch 7ocation Securit)

"lways provides better customer service

"ccount opening procedureD *ustomers of #rime $ank %imited gets different type of services or facilities from the bank. 5ometime they become satisfied or sometime they become dissatisfied with performance of the bank. rom the survey I find out that in terms of account opening procedure almost @4 of the customer said that they find that the procedure is e!cellent, .34 said that the account opening procedure is very good, 0/4 of the respondent said that the account opening procedure is good, 0/4 of respondent said that the account opening process is satisfactory and 34 told that they are dissatisfied with the account opening procedure. Interest -ateD <one of the customer has said that the interest rate is e!cellent, &/4 told that the interest is very good, .14 of the customer said that the interest rate is good, 034 of the respondents said that they are satisfied with interest rate and 0/4 of the respondents said that they are dissatisfied with the interest rate. Qearly *hargeD <one of the customer thinks that the yearly charge is e!cellent, &/4 think that the yearly charge is very good, 114 of the respondents said that the yearly charge is good, 0.4 of the respondent are satisfied with the yearly charge and&14 said that they are not satisfied with the yearly charge. +mployees $ehaviorD rom the graph we can see that @4 of the respondents think that the behavior of the employees are e!cellent, .@4 of the respondents said that the behavior of the employees are very good, 1/4 of the respondents think that behavior of the employees are good, ./4 of the respondents responded for satisfactory and only 14 respondents said that they were not satisfied with the behavior of the employees. 5o that we can say that most of the customers are satisfied with the behavior of the employees. *omple!ity while ,ealing with $ig Transaction D rom the above chart we see that &34 of the respondents strongly agreed that they have faced process comple!ity while dealing with big transaction, &/4 of the respondents agreed that they have faced process comple!ity while dealing with big transaction, 0@4 of them were neutral about this

statement, 0/4 of the respondents disagreed about the statement that they have faced process comple!ity while dealing with big transaction and 34 of the respondent strongly disagreed that they have faced process comple!ity while dealing with big transaction. $ranch %ocationD rom the above chart we can see that 034 of the respondents think that the location of the -ing8-oad 75hamoly9 #rime $ank is e!cellent, )/4 of them choose the bank because they think the location of the branch is very good, &/4 of the respondents think that the location of the branch is good, 14 of the respondent choose the branch because they think the location is satisfactory and none of the respondent are dissatisfied with the location. 5ecurityD In light of the above chart we can say that none of the respondent think that the security of the branch is e!cellent, 014 of the respondent think that the security system of the branch is very good, 1/4 of the respondents think that the security is good, .34 of the respondent go for the option satisfactory and none of them think that the branch is unsecured. "lways #rovide $etter *ustomer 5erviceD 6e can see that 34 of the respondents strongly agree that the bank always provides better service, 0.4 of the respondents agree with the statement that bank always provide better service, 0/4 of the respondents are neutral, .34 of the respondents are disagreed with the statement, and 34 of them strongly believe that the does always provide better service. ,eals with diversify products 5trongly agree "gree "rea of Interest The bank always provides the diversify products. <eutral ,isagree 5trongly ,isagree

'

&.

&3

&/

In light of the above chart we see that &/4 of the respondents strongly agreed with the statement that the bank always provides diversified products, &14 of the respondents agreed that the bank always provides diversified products, .14 of them were neutral about this statement, 0.4 of the respondents disagreed about the statement that bank always provides diversified products, ./4 of the respondent strongly disagreed that the provides diversified products . Online Transaction $eneficial for $etter 5ervice

;es %'

No $

orm the above chart we can see that '.4 of the respondents think that on line transaction is beneficial for better service and .@4 of respondents think that on line transaction is beneficial for better service. 5atisfaction 6ith Rueue acilities "rea of Interest 5trongly agree "gree <eutral ,isagree 5trongly ,isagree

5atisfaction with Rueue acilities.

&)

&'

'

rom the above chart we see that 0/4 of the respondents strongly agreed with the statement that they are satisfied with the 2ueue service, 014 of the respondents agreed that they are satisfied 2ueue service, &@4 of them were neutral about this statement, &14 of the respondents disagreed about the statement that they are satisfied with the 2ueue service and 14 of the respondent strongly disagreed that they are satisfied with the 2ueue service. 5atisfaction with 7"TM9 acilities "rea of Interest 5trongly agree "gree <eutral ,isagree 5trongly ,isagree

5atisfied with the "TM 0 facilities of the bank.

&1

..

rom the above chart we see that 34 of the respondents strongly agreed that they are satisfied with the "TM facility of the bank, &/4 of the respondents agreed that they are satisfied with the "TM facility of the bank, &.4 of them were neutral about this statement, .@4 of the respondents disagreed about the statement that they are satisfied with the "TM facility of the bank and 114 of the respondent strongly disagreed that they are satisfied with the "TM facility of the bank. Chapter -eco++endations 8 Conclusions '

"fter completing my survey and informal interview with the customers of >eneral $anking ,epartment of #rime bank %td, I have recognized some problems that have been facing by the customers. These problems are given belowD "ccount Opening #rocedure %engthy #rocedure to ,eposit J 6ithdraw Interest -ate *ustomer *are 5carcity of employees %ack of Trained Manpower +vening 5ervice #rocess *omple!ity while ,ealing with $ig Transaction. ,issatisfaction with "TM acilities and <o. of "TM $ooth *onsciousness about customer opinion 5hortage of locker service "fter observing these conse2uences I have recommended some solutions, which are given belowD "ccount Opening #rocedureD ,uring the survey and informal interviews with the customers I came to know that the introducer for 5avings and *urrent "ccount is one of the ma;or problems to them. Though now #$% has started online banking but all of its branches are not online. On the other hand the signature of the customers of other branches most of the times are not scanned so that if any customer of other branch of #$% introduces the applicant then it is impossible to verify the signature. To solve this problem the online branches should update their account holders signature regularly and the process of on8line conversion of the banks must be faster. %engthy #rocedure to ,eposit J 6ithdrawD #rime $ank %imited, -ing8-oad branch should provide 2uick service of deposit and withdrawal of cash for their valuable customers. "s the customers need not wait for long time so more cash counting machine and sufficient manpower should be provided in this area. Interest -ateD #$% should increase its interest rate of some of its products by this it can attract more customers willing to open their accounts in the bank. *ustomer careD -ing8-oad $ranch of #rime $ank %imited should more concern about customer service. It should provide more trained manpower to support the customer and help them to solve their en2uiries. %ack of Trained ManpowerD 6hile doing my internship in -ing8-oad #rime $ank, I have noticed that there are shortages of manpower only eleven officers are employed in -ing8-oad branch . It has

huge number of customers but to deal with these customers the manpower is not sufficient. 5o that there must be right number of employees in the right place and the #$% should provide behavioral training to the employees to deal with the customers more efficiently and more smartly. +vening 5erviceD <ow a day evening banking is well8known and warmly acceptable services from the perspective of the customer. In todays busy world everybody is busy with his or her activities in the whole day. It is difficult for them to find out a few times to go to the bank. 5o if the bank especially -ing8-oad branch establish their evening banking services then it will be beneficial for the customer. #rocess *omple!ity while ,ealing with $ig TransactionD If any one wants to withdraw a big amount of money he needs to inform the branch ' days earlier. 5o if any one needs instant money he?she can not withdraw money at that time. 5o the branch needs to increase its fund capacity. ,issatisfaction with "TM acilities and <o. of "TM $oothD ew days ago -ing8-oad $ranch has started its "TM facility. It should provide "TM debit *ards to its valued customers faster so that the satisfaction level of the customers accelerated. On the other hand #$% should increase its number of "TM booth to make convenient use for its customers. *onsciousness about *ustomer OpinionD *ustomer opinion is very important for the development of a service oriented organization. 5o if the branch consider the customers opinion then it will be helpful to the $ank also. They can place a customer opinion bo! where the customer can write down their opinion and drop that to the bo!. $y this the banks can get important information from their client and the customers also think that they are valuable to the bank. 5hortage of %ocker 5erviceD 6hile doing my internship in -ing8-oad #rime $ank, I have noticed that in -ing8-oad $ranch of #$% there is shortage of %ocker. <o new customer can occupy a locker in this branch so that the customers who live close to the branch have to face difficulty to go for another branch. If this branch can increase its locker facility then it will be helpful to for the customers. ,uring my internship I got the e!perience to work with the relationship managers. Moreover I got to interact with the officials of different departments in course of doing my ;ob as an intern. $ased on my observation and e!periences I have tried to portray the operations of client relationships department, and the internal and e!ternal interactions undertaken in this process. I have also tried to find out the shortcomings this department have, and the possible solutions. "s an organization the #rime $ank has earned the reputation of top banks operating in $angladesh. The organization is much more structured and it is relentless in pursuit of business innovation and improvement. It has a reputation as a leader in financing

manufacturing sector. *lient -elationships unit of #rime $ank has the ma;or contribution to the overall revenue of the bank. This core unit of corporate banking group is with the basic ;ob of attracting and persuading new customers as well as providing superior service value to the e!isting customers. #rime $ank needs to restructure its client relationships department, should concentrate more on relationship manager recruitment and development process, *- should ensure more cordial working environment and more sincere efforts from the relationship managers. "s client relationships performance depend on proper functioning of a group of internal departments as a team, internal co8ordination should be ensured. Moreover *lient -elationships department needs to be more customer8oriented. Ruestionnaire *hoose your best option among the choicesD8 &. #lease identify your gender. "ns.7"9Male 7$9 emale .. 6hat is your nameS "ns. TTTTTTTTTTTTTTTTTTTTTTTTT 0. 6hat is your occupationS "ns. 7"9 $usiness 7$9 +ngineer 7*9>ovt. 5ervice 7,9:ouse 6ife 7+9 #hysician 7 9#rivate 5ervice 7>95tudent 7:9Teacher . 1. 6hat is your ageS "ns. 7"9 .)80) 7$9 0381) 7*9 138)) ). 6hat is your income levelS "ns. 7"9 &///8)/// 7$9 )//&8&//// 7*9 &///&8&)/// 7,9 &)//&8.)/// 7+9 .)//&8 "bove 3. 6hat about your opinion regarding interest rate. "ns. 7"9 Fery 5atisfactory 7$9 5atisfactory 7*9 Nnsatisfactory 7,9 +!tremely unsatisfactory. '. 6hat about your opinion regarding re2uired documentation. "ns. "9 Fery easy 7$9 +asy 7*9 ,ifficult 7,9 Fery ,ifficult. @. #lease >rade These *hart 7 acilities #rovided by #$%9D8 acilities +!cellent Fery >ood >ood 5atisfactory ,issatisfactory "ccount Interest Qearly +mployees opening procedure -ate *harge $ehavior

*omple!ity dealing $ranch 5ecurity "lways provides better customer service

with

big

transaction %ocation

(. #$% ,eals with diversify products8 "ns. 7"9 5trongly "gree 7$9 "gree 7*9 <eutral 7+9 ,isagree 7 9 5trongly ,isagree. &/. *ustomer 5atisfaction with Rueue acilities8 "ns. 7"9 5trongly "gree 7$9 "gree 7*9 <eutral 7+9 ,isagree 7 9 5trongly ,isagree. &&. *ustomer 5atisfaction with "TM acilities8 "ns. 7"9 5trongly "gree 7$9 "gree 7*9 <eutral 7+9 ,isagree 7 9 5trongly ,isagree. &.. In which area7s9 do "ns. 7"9 Interest 7*9-e2uired documents, 7+9 5ervice charge you want rate 7,9 that they 7$9 %oan for should take Installment processing $etter care ofS period time, 5ervice8

&0. Online Transaction "ns. 7"9 Qes 7$9 <o.

$eneficial

&1. There are many govt. and private banks in ,haka, which provides 2ualified services. 6hat are the reasons that make you to *hoose this bankS 6rite in brief 8 TTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTT TTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTT TTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTT TTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTT TTTTTTT>ood %uckTTTTTT.. $ooks J "nnual -eport D "nnual -eport of inancial Qear .//', #rime $ank %imited "nnual -eport of inancial Qear .//@, #rime $ank %imited Mosad Uineldin, $ank8corporate client LpartnershipM relationshipD benefits and life cycle, International Bournal of $ank Marketing, QearD Bun &((3 FolumeD &1 IssueD 0 #ageD &18 ... ,avid *ohen., J Taylor, T. 7.//39. *ustomer 5atisfactionD " 5tudy of $ank *ustomer -etention , 37&9, pp. 0&81@. ,r. 5.<. Maheshwari and ,r. 5.=. Maheshwari 7.//& and -eprint .//.9 L$anking %aw and #racticeM, +leventh +dition, #ublished by =alyani #ublishers at $8I?&.(., -a;inder <agar, %udhiana8&1&//@, <ew ,elhi, India . 6eb sites D

httpD??www.ntu.edu.sg?hss?egc httpD??en.wikipedia.org?wiki?*ustomerVsatisfaction of bank httpD??www.prime8bank.com?aboutVus.htm