Table of Contents

SL No:

Title

01
02
03
04

Title Flyer
Title and Cover Page
Letter of Transmittal
Acknowledgement
Executive Summary

Chapter One Introduction to the Organization

1.1
1.2
1.3
1.4
1.5
1.6
1.7
1.8
1.9
1.10
1.11
1.12
1.13
1.14
1.15
1.16

Creation of View Point

Vision
Mission
Objectives
Slogan
Board of Directors
Sponsors
Management Teams
Branches and Networks
Divisions and Networks
Financial Summary
Human Resources
Products and Services
History of Panthapath Branch
Objectives
Organizational Structure

Chapter Two Introduction

2.1
2.2
2.3
2.4
2.5
2.6

Page No

Introduction
Statement of the Problem
Rationality of the Study
Objectives of the Study
Scope & Limitation of the Study
Methodology of the Study

02-23

03
03
03
03
03
04
04
05
06-13
13-15
15-16
17
18-21
21
21
22-23
24-29
25
26
26
27
28
29

Chapter Three Analysis and Discussion

Major Findings

30-43
44

Chapter Four Conclusion & Recommendations

45-54
46-47
48
49-52
53-54

Recommendations
Conclusion
Appendix
Bibliography

Chapter One

Introduction to
the Organization
SL No:

Title

Page No:

Learning Objectives

To know creation and viewpoints

of SBL.

To know Board of Directors,

sponsors, management team of
SBL.

To know Branches and networks

and divisions.

To know financial condition of the

bank.

To know their deposit products

and other banking activities.

To know different types of

accounts.

Chapter Seven: Conclusion & Recommendations

Page: 75-84

Chapter One: Introduction to the Organization

1.1 CREATION AND VIEWPOINTS
Bank is the most important financial institutions in a country. In Bangladesh this
institutions is gradually increasing. These banks are helping in the progress of economy
of Bangladesh. Standard Bank Limited (SBL) was incorporated as a Public Limited
Company on May 11, 1999 under the Companies Act, 1994 and the Bank achieved
satisfactory progress from its commercial operations on 3rd June, 1999. SBL has
introduced several new products on credit and deposit schemes. It also goes for Corporate
and Retail Banking etc. The Bank also participated in fund Syndication with other Banks.
Through all these myriad activities SBL has created a positive impact in the Market.
1.2. VISION
The bank is marching forward with the vision of it would serve as partner and advisor of
the clientele to trade, commerce and industry.
1.3. MISSION
The mission of the bank is to be utmost trustworthy stakeholder, careful, committed for
equitable and sustainable growth based on diversified deployment of fund/resources
leading the bank to the peak of healthy and wholesome financial institution.
1.4 OBJECTIVES

To be a dynamic leader in the financial market in innovating new products as

to the needs of the society.

To earn positive economic value addition (EVA) each year to come.

To top the list in respect of cost efficiency of all the commercial Banks.

To become one of the best financial institutions in Bangladesh economy

participating in the most significant segments of business market that we serve.

1.5. SLOGAN

Slogan, with which the bank has been step forward, is Setting a new standard in
banking.
1.6 BOARD OF DIRECTORS
Table: 2-1, show list of Board of Directors of Standard Bank Limited.
Name
Mr. Kazi Akramuddin Ahmed
Mr. Kamal Mostafa Chowdhury
Alhaj Mohammed Shamsul Alam
Mr. Abdul Ahad
Mr. Hajee Md. Nurul Haque Sowdagar
Mr. Ferdous Ali Khan
Ms. Farzana Yousuf
Mr. Ziaul Haque Khondker
Shaikh Mesba Uddin
Sahazada Syed Nizamuddin Ahmed

Designation
Chairman
Director
Director
Vice-Chairman
Director
Director
Director
Director
Director
Director

1.7 SPONSORS
Table: 2-2, shows list of sponsors of Standard Bank Limited.
Name
Mr. Mohammad Nurul Islam
Mr. Nani Gopal Saha
Mr. Alhaj Mohammad Ayub

Designation
Sponsor
Sponsor
Sponsor

Mr. Ferojur Rahman

Mr. Harun Rashid Chowdhury

Sponsor
Sponsor

Mr. Md. Monzurul Alam

Mr. S.A.M. Hossain

Sponsor
Sponsor

Mr. Mohammed Abdul Aziz

Mr. Harun Or Rashid

Sponsor
Sponsor

1.8. MANAGEMENT TEAM

Management team is the most important part of an organization. Figure: 2-1, shows
management team of Standard Bank Limited.
Table: 2-2, shows list of Management Teams of Standard Bank Limited.
Name

Designation

S.A. Farooqui

Managing Director

Mr. Md. Nazmus Salehin

Deputy Managing Director

Mr. A.F.M. Nizamul Islam Chowdhury

Board Secretary & EVP

Mr. Md. Abul Hossain

EVP

Mr. Md. Nazrul Islam

SVP

Mr.Syed Anisur Rahman

VP

Mr.Md. Sader Ali

Principal

Mr.Nasir Ahmed

SAVP

Mr.Md. Sanaullah

SAVP

Mrs.Arzoomand Begum

AVP

Mrs.Rumana Kutubuddin

SAVP

Mr.S.M. Mizanur Rahman

AVP

MR.Rezaul Karim

AVP

Mr.M. Afaz Uddin

AVP

Mr.Md. Shafiqul Hassan

AVP

Mr.Zahangir Alam

AVP

Mrs.Rubina Khan

SEO

Mr. Ibrahim Khalil

SEO

1.9. BRANCHES AND NETWORKS

All over the country, there are 28 branches of Standard Bank Ltd. Table: 2-3, shows those
branches.
Table: 2-3: Branches of SBL
HEAD OFFICE

Chamber Building (3rd

PABX-7175698, 7169134,

floor), 122-124 Motijheel

9558375, 9560299, Fax-

C/A., Dhaka-1000.

7176367, 7169078
Swift-SDBLBDDH, E-mail:
sblho@bangla.net,
www.standardbankbd.com

SL

Branch Name &

Contract Person &

TeL Fax ,e-mail & SWIFT BIC

No
01

Address

Mobilel Phone No
Mr. A. F. Zamal

PABX: +88 02 9560299

Uddin,

9570893 (Foreign Exchange

EVP & Manager

Dept.)

(AD)

PRINCIPAL Branch
Metropolitan Chamber
Building (Ground

Fax : +88-02-9559044

Floor)

Mr. Mohammad Ali,

Email:pbmanager@standardbankbd.

122-124, Motijheel

VP & Dy.Manager

com

C/A

SWIFT

: SDBLBDDH102

Dhaka 1000
Bangladesh
02
(AD)

KHATUNGONJ
Branch

Mr. Zahirul Huq,

Tel: +88-031-610192-3, 639593-

Executive Vice

94

President

Fax : +88-031-610193

33, Ramjoy Mohajan

Mobile : 0171-

ktgmanager@standardbankbd.com

Lane

809177

SWIFT : SDBLBDDH 103

Khatungonj,

Mr.Abu Hena

Chittagong

Nazimuddin

Bangladesh.

Senior Executive
Officer
Mobile :
0171117698
8
6

03
(AD)

IMAMGONJ Branch
Bellal Market

Mr. Md. Suruj Ali,

Tel: +88-02-7311243, 7316820

AVP & Manager

Fax : +88-02-7311243

Mobile : 0171-

imgmanager@standardbankbd.com

648615
79, Moulvi Bazar,
Mr. Kazi Mohidur
Dhaka,
Banglades Rahman, Senior
h
Executive Officer

SWIFT

: SDBLBDDH 104

04

TOPKHANA ROAD

Mob:01711618651
Mr. Ekram Rauf

Tel: +88-02- 9571413 / 02-

(AD)

BRANCH

Vice President

7168796

Mob:01911356348

Fax : +88-02-9571413

Mr. Belayet Hossain,

topmanager@standardbankbd.com

Senior Executive

SWIFT

Crescent Centre
36, Topkhana Road
Dhaka -1000,

Officer

Bangladesh
05

: SDBLBDDH 105

CHOWDURYHAT
Branch

Mob:01819022644
Mr. M. Amir Hossain

Tel: +88-031-683225, 683342

Senior Executive

chwmanager@standardbankbd.com

Officer

Chowdhury Hat

Mob:01819-332303

Chikandondi, P.O.
Fateabad
P.S. Hathazari
Chittagong,
Bangladesh
06
(AD)

AGRABAD Branch
Hossain Chamber (GF)

Mr. Nurus Safa, Vice

Tel: +88-031-711808/ 88-031-

President

713432

Mob:01711-809177

sblag@spnetctg.com

105, Agrabad C/A

agrmanager@standardbankbd.com

Chittagong,

SWIFT

: SDBLBDDH 107

Bangladesh
07
(AD)

KHULNA Branch
Chamber
(Ground floor)

Ms. Haider Nurun

Naher, Senior Vice

Building President
Mob:01711-896589
7

Tel: +88-041-732655, 732633

Fax: + 88-041-732633
khlmanager@standardbankbd.com

SWIFT : SDBLBDDH 108

5, KDA Avenue
Khulna, Bangladesh

08
(AD)

GULSHAN Branch
4/A Kemal Ataturk

Mr. Mahmud Sharif,

Tel: +88-02-9881015, 9885164

Executive Vice

Fax : +88-02-9885164

President

gulmanager@standardbankbd.com

Avenue

SWIFT

Gulshan-2, Dhaka
09
(AD)

: SDBLBDDH 109

Mob:01199-817616
Mr. Md. Gaznafar

Phone No.:+88-0821-710434,

Ali, Senior Assistant

721842

Sylmart Complex

Vice President

sylmanager@standardbankbd.com

Naya Sarak

Mob:01716-521725

SYLHET Branch

East Zinda Bazar

Sylhet, Bangladesh
10

MUNSHIKHOLA
Branch

11
(AD)

Mahegir,

munmanager@standardbankbd.com

SAV
Mob:01818-069351

Shampur, Pagla

Mr.Mohidul islam,

Dhaka, Bangladesh

Executive Officer

JUBILEE ROAD
Branch

No.-6

(AD)

Tel: +88-02-7418979

D. N. Road

Aziz Chamber, MES

12

Mr. H.A.Z.M

Mob:01715364865
Mr. Khondkar Rafiq-

Tel: +88-031-612188

Uz-Zaman,

Fax No.

Senior Vice President

Mob:01711-798828

jubmanager@standardbankbd.com

Mr. Prabir Ranjan

SWIFT : SDBLBDDH 112

Noor Ahmed Road

Das

(Jubilee Road)

Assstant Vice

Chittagong,

President

Bangladesh

Mob:01714131383
Mr. Nayem Abdur

FOREIGN
EXCHANGE
Branch

: +88-031-612188

Tel: +88-02- 7160787, 9571933

Rashid Vice President Fax : +88-02-7160787

Mob:01914743359
8

fexmanager@standardbankbd.com

81, Motijheel C/A

Dhaka-1000

SWIFT

: SDBLBDDH 113

Mr.Shafiqul Islam
AVP

13
(AD)

Mob:01818950212
Mr. Kazi Md. Talha,

Tel: +88-02-9145737, 8156621

Vice President

Fax : +88-02-9145737

Mob:01819-507369

dhnmanager@standardbankbd.com

House No. # 4,

Mr. Mosnoon Ali

SWIFT

Road No. # 27 (Old)

Senior Executive

DHANMONDI
Branch

Dhanmondi, Dhaka
14.
(AD)

Uttara Model Town

Branch

: SDBLBDDH 114

Officer
Mob:01716493837
Mrs. Syeda Khaleda

Tel: +88-02-8955171, 8955172

Begum, Senior Vice

Fax : +88-02-8955172

President

Plot-113/C, Road # 7,

Mob:01715-166369

Sector-4

umtmanager@standardbankbd.c
om

Uttara Model Town,

Mr. Saiful Islam

Uttara, Dhaka

Senior Executive

SWIFT

: SDBLBDDH 115

Officer
Mob:01715866111
15

TAKERHAT Branch
Takerhat Bazar

Mr. Anwar Hossain,

tkhmanager@standardbankbd.com

Assist Vice
President.

Nosipur,

Mobile No.: 0172-

Ragoi

599795

Madaripur
16

PANTHOPATH
Branch
Holding No. 129

Mr. Kazi Obaidul Al-

Tel: +88-02-914423, 9142885

Faruk, Assistant Vice

panmanager@standardbankbd.com

President
Mob:01715-036372

Sheikh Russel Square

Plot No. 6, DH Tower
9

Panthopath, Dhaka
17.
(AD)

GULSHAN-1 Branch

Mr. Ashek Abedin,

Tel : +88-02-8811641

Senior Executive

Fax: +88-02-8827850

Uday Tower

Officer

57/A Gulshan Avenue

Mobile: 0171-

gul1manager@standardbankbd.com

(South)

3049030

SWIFT: SDBLBDDH 117

Mr.Rezaul Haque,

Phone No.

Senior Executive

811981, 811982

Circle 1, Gulshan
Dhaka-1212
18.

RAJSHAHI Branch

: +88-0721-

Chand & Sons

Officer

Shopping Complex

Mob:01714-086575

rajmanager@standardbankbd.com

Mr. Md. Masudur

Phone No. : 0174-083843, 0171-

Rahman, Executive

000708

NaharTower (1 FL)

Officer.

benamanager@standardbankbd.com

MainStreet,

Mob:01711-000708

61, Gorhanga,
Ghormara
Thana-Boalia, Rajshahi
19.

BENAPOLE Branch
st

Benapole Bazar
Jessore
20.

21.
(AD)

Mr. Md.Zahidul

Phone No.: + 88-0421-

Hassan, Senior

68394,68395, 0175-036372

6/D, R.N. Road

Executive Officer

jesmanager@standardbankbd.com

Jessore

Mob:01714-086575

JESSORE Branch

NARAYANGONJ
Branch

Mr.Md.Shahabuddin

Phone No

Chisti, Assistant Vice

7616153

: 7617082,

President

Khan Super Market,

Mob: 01714-096158

nrgmanager@standardbankbd.com

47/9, B B Road, D.I.T.

Mr. Md. Rafique

SWIFT

Narayangonj

Mahmud, Executive
Officer
10

: SDBLBDDH116

Mobile: 01714096158

22.

CDA AVENUE
Branch

Phone no.- 031-2850940, 031-

Chowdhury, Senior

2850941

Executive Officer.

GEC More (Point)

741, East Nasirabad (1

Mr.Tajul Islam

Mob:01819-386887

cdamanager@standardbankbd.com

Mr. Md. Aminur

Phone No: 7761100

Rahman Khan, SEO

ekomanager@standardbankbd.com

st

Flr.) Chittagong
23

EKURIA(Keranigonj)
Branch
Hasnabad

& In-Charge
Mob:01713-062699

Union: Shuvidya Ekuria Keranigong,

Dhaka
24

GOPALGONJ
Branch

Mr. Abdul Mannan

Phone No:+88 0668-61570, 61571

Khan Vice President

& In-charge

City Square Shopping

Mobile : 01716-

Mall

636794

gopmanager@standardbankbd.com

College Road
Gopalgonj
25

BANANI Branch

Mr. Mr.Rahim Khan.

Tel: 88-02-8829022 , 02-9889545

Senior Executive

banmanager@standardbankbd.com

Plot No: 106,

Officer.

Road No- 11

Mob: N01715-

Block-C, Banani,

156466

Dhaka
26

BRAHMANBARIA
Branch
Holding No:-1034,

Mr. Mohammad Ali

Phone No:

Assistant Vice

brmmanager@standardbankbd.co

President & In-charge m

Mob: 01711-245471
11

0851-61788

Peyara Mia Tower,

Court Road
Brammanbaria
27

DAKHIN KHAN
Branch

Mr.Humayun Kabir
Senior Executive

dkbmanager@standardbankbd.com

Officer & In Charge.

298 Dakhinkan Bazar

Mobile:01726-

Dakhinkhan(Near

176601

Uttara)
28

29

Dhaka.
CHITTAGONG EPZ

Mr.Md.Emdadul

BRANCH

Hassan.

Gazi Complex Airport

Senior Executive

Road.

Officer & In Charge

EPZ Gate.

Mobile:01819-

BAHADDERHAT
BRANCH
Manila Tower,

380278
Mr Sheikh Lutfur

Tele:2552512,2552513

Rahman

bdbmanager@standardbankbd.com

AVP & In Charge

Mob:01817-700484

Bahadderhat More,
Chittagong
30.

Mirpur Branch

Contact Person:
Mr. A. M. M. Laskar,
Senior Vice President
Mob:01713-062699

31

Matuail Branch
Konapara, Demra,

32

cepzmanager@standardbankbd.com

Dhaka
Barishal Branch

Proposed Branches:
12

1. Coxs Bazar
2. Mirpur, Dhaka City
3. Nawabpur/North South Road, Dhaka City
4. Ashulia/Nawabgonj, Daka (Rural)

1.10. DIVISIONS AND ACTIVITIES

1.

Finance Administration Division (FAD)

This division is working to take day to day financial information about the organization.
Reconcile all the head of accounts it will provide Financial Statement information to the
Board of Directors and share holders annually and semi-annually.
2.

MD Secretariat Division

This division is specially working for keep the communication between Managing
Director of Standard Bank Limited and its Board of Directors.

3.

Human Resource Division (HRD)

This division is working for satisfy the organizations manpower needs. This division is
responsible for recruitment of employees, give training to them to adjust with works of
the bank and placement of them.
4.

International Division (ID)

This division is responsible for international transactions, competitive currency exchange

rate, and many other foreign exchange related activities.
5.

General Banking Division

This division is responsible for keeping different accounts, clearing house activities,
inter-branch transactions, cash related activities and so many other activities.
6. Marketing Division
This division is responsible for all types of promotional activities of products or services
of the bank.
7. Foreign Trade Division
13

This division is special type of divisions which is working for finance the export and
import trade of Bangladesh.
8. Credit Division
This division is responsible for the activities regarding different types of loan products.
This division is one of the traditional divisions of banking sector.
9. System and Operation Division
This division is responsible for printing of different types of negotiable instrument books,
form, and buying other technical instruments and their repair for official uses.
10. Share Division
This division is especially responsible for share related activities, such as activities for
own bank share holders, work as underwriter for other organizations share and so on.
11. Credit Administration Division
This division is responsible for credit related rules and regulations of the bank and
formulation of new policy and strategy regarding credit.

12. Internal Control and Compliance

This division is responsible for auditing of all activities of the bank to see whether any
fraud or misappropriation has done by anyone or group of people.
13. Trade Finance Division
This division is responsible for financing different kind of business industries and sectors
for the prospect of the economy of Bangladesh.
14. Garments Division
This is a special division. Besides performing different activities of Garments division,
handling of cash assistance of different sectors as prescribed by Bangladesh Bank and
refinance under Expert Development Fund from Bangladesh Bank.
1.11. FINANCIAL SUMMARY
Table: 2-4, shows seven years financial summary of Standard Bank Limited.
14

Seven Years Activities at a Glance

Particulars
Authorized

2001
750.00

2002
750.00

2003
2004
2005
1,250.00 1,250.00 1,250.00

2006
1,250.00

2007
3,000.00

200.00

200.00

200.00

660.00

759.00

910.80

1,092.96

Shareholders 212.65

220.00

285.25

857.03

1,100.00

1,515.39

1,917.44

Capital
Issued,
Subscribed
and Paid Up
Capital
Total
Equity
Total Assets
Deposits
Loans and

2,334.77 4,037.88 5,274.99 7,173.97 11,071.00 14,441.76 16,860.57

2,054.12 2,749.07 4,101.56 5,612.42 8,731.00 12,043.39 14,220.80
751.78
2,365.18 3,495.71 4,952.24 7,801.00 10,183.59 12,634.12

Advances
Nonperforming

16.60

18.32

23.11

33.36

46.33

126.80

0.00%

0.70%

0.52%

0.47%

0.43%

0.45%

0.98%

Adequacy

27.05%

11.27%

10.07%

21.00%

15.63%

14.46%

16.68%

Ratio
Import

1,457.06 2,698.56 5,171.88 6,435.83 11,353.30 16,144.50 18,269.57

Business
Export

81.77

682.48

871.74

1,713.21 3,536.50

7,569.10

15,169.08

Business
Net Interest

91.86

93.14

150.95

268.20

430.89

494.86

555.66

Income
Non Interest

32.99

60.93

82.34

159.97

247.69

354.32

500.54

Income
Operating

73.29

76.35

111.32

136.69

186.26

232.83

323.15

Expenses
Operating

51.56

77.72

121.97

291.48

492.33

616.34

733.05

Loans
(NPLs)
NPLs to
Total Credit
Outstanding
Capital

15

Profit
Dividend
Cash
Bonus
Earning Per

6.75%
6.75%
0.00%

12%
12%
0.00%

20%
20%
0.00%

15%
0.00%
15%

20%
0.00%
20%

20%
0.00%
20%

20%
0.00%
20%

Share (Taka)
Branches

11.64
9

15.70
10

32.46
13

20.00
15

32.01
18

34.29
22

32.20
26

(Nos)
Employees

244

240

262

324

405

449

596

(Nos)
Note: Taka in million except Dividend, Earning Per Share and Branch.
1.12. HUMAN RESOURCES
The total number of employees of Standard Bank Ltd. is 596. Table: 2-5, shows the total
number of employees according to their designation.
Table: 2-5: Human Resources of SBL
Position
Managing Director
Deputy Managing Director
Executive Vice President
Senior Vice President
Vice President
Senior Assistant Vice President
Assistant Vice President
Senior Executive Officer
Executive Officer
Senior Officer
Audit officer (Cont.)
Officer
Probationary Officer
Junior Officer
APRO
Assistant Officer
Trainee Assistant Officer
Controller of Cash
Chief Officer (Cash)
Officer (Cash)
Junior Officer(Cash)
Officer Computer
AO (Cash)
AO (Cash) Probation
Junior Officer (COM)

Numbers
1
1
5
2
13
5
16
30
38
15
1
53
81
8
1
8
38
3
2
18
12
6
33
21
2
16

A.O (COM)

32

1.13. DEPOSIT PRODUCTS

There are number of deposit products, that SBL offer to its target customers. They areATTRACTIVE NEW SCHEMES OF STANDARD BANK LTD.
1. FDR (FIXED DEPOSIT):
Serial No

Deposit Period

Interest

LOAN FACILITY

FDR: 1YEAR &

Rate(%)
12.50%

Upto 80% of total Deposit

ABOVE
FDR: 6 Months

12.00%

Balance.
Upto 80% of total Deposit

FDR: 3 Months

11.50%

Balance.
Upto 80% of total Deposit

FDR: 1 Months

9.00%

Balance.
Upto 80% of total Deposit

5
6

STD A/C
SAVINGS

6.00%
7.00%

Balance.
-----------

2. DI+ (DOUBLE INCOME PLUS):

DURATION

: 6 YEARS

RANGE OF AMOUNT

: 10,000 to 25,00,000 Tk.

(INDIVIDUAL)
LOAN FACILITY

: Upto 80% of total Deposit Balance.

PAYMENT MATRIX AT MATURITY IS SHOWN BELOW:

TUNERE
6 YEARS
6 YEARS
6 YEARS
6 YEARS

DEPOSIT
10,000/=
20,000/=
50,000/=
1,00,000/=

VALUE AT MATURITY
20,100/=
40,200/=
1,00,500/=
2,01,100/=

3. SPECIAL SAVINGS SCHEME:

17

FOR 6 YEARS: Monthly deposit @ Tk. 5,000.00 MATURED VALUE

TK.5,20,000.00
FOR 6 YEARS: Monthly deposit @ Tk. 4,500.00 MATURED VALUE
TK.10,00,000.00
4. SRDP (SBL REGULAR DEPOSIT PROGRAM) like as DPS:
a. DURATION
: 3 YEARS & 5 YEARS
b. RANGE OF AMOUNT
: 300 TO 10,000 TK (INDIVIDUAL)
c. LOAN FACULTY
: Upto 80% of total Deposit Balance.
d. OPENING DATE
: WITHIN 10th OF EVERY MONTH
INSTALLMENT AMOUNT
TO BE DEPOSITED (TK.)
300.00
500.00
1000.00
2000.00
2500.00
5000.00
10000.00

MATURED VALUE
3 YEARS (TK.)
5 YEARS (TK.)
12,550.00
20,900.00
41,000.00
83,600.00
1,04,500.00
2,09,000.00
4,18,000.00

22,800.00
38,000.00
76,000.00
1,52,000.00
1,90,000.00
3,80,000.00
7,60,000.00

5. SRIP (REGULAR INCOME PROGRAM):

a. DURATION
:3 YEARS
b. RANGE OF AMOUNT
: 50,000
(INDIVIDUAL)
c. LOAN FACULTY

TO

25,00,000

TK

: Upto 80% of total Deposit Balance.

DEPOSIT AMOUNT
2,00,000.00
1,00,000.00

MONTHLLY INTEREST PAYABLE

1800.00
900.00

6. LSDIP (Life Secured double Income Program):

a. AFTER MATURITY PAYMENT
b. DURATION
c. RANGE OF AMOUNT
d. LOAN FACILITY
e. In case of death of the depositor, the nominee will get double of deposit
balance after 12 months.

18

Table: 2-9: Excise Duty on Deposit

SL.
01.
02.
03.
04.
05.
06.

Range of Amount
1-10,000
10,001-100,000
100,001-1,000,000
1,000,001-10,000,000
10,000,001-50,000,000
50,000,001-Above

Excise Duty
Nil
120
250
550
2,500
5,000

Table: 2-10: List of Authorized Dealer Branches and Offices

SL.
01.

Name
Treasury

Address
Head Office, Metropolitan Chamber building, 122124, Motijheel C/A (3rd Floor) Dhaka-1000

02.
Principal Branch

Metropolitan Chamber Building (Ground Floor), 122124, Motijheel C/A Dhaka-1000 Bangladesh

03.
Imamgonj Branch

Bellal Market, 79, Moulvi Bazar, Dhaka , Bangladesh

Topkhana Road Branch

Crescent Centre, 36, Topkhana Road, Dhaka -1000,

04.
Bangladesh
05.
06.

Gulshan Branch
Foreign Exchange

07.

Branch
Uttara Branch

4/ A, Kemal Ataturk Avenue, Gulshan-2, Dhaka

81, Motijheel C/A, Dhaka-1000
Plot-113/C, Road # 7, Sector-4, Uttara Model Town ,
Uttara, Dhaka

08.

Dhanmondi Branch
House No. # 4, Road No. # 27 (Old), 16 (New),
Dhanmondi R/A, Dhaka

09.
Khatungonj Branch

33, Ramjoy Mohajan Lane, Khatungonj, Chittagong,

Bangladesh

10.

Agrabad Branch
Hossain Chamber (Ground floor) 105, Agrabad C/A,
Chittagong , Bangladesh
19

11.

Jubilee Road Branch

Aziz Chamber, MES No.- 6, Noor Ahmed Road
(Jubilee Road), Chittagong , Bangladesh

12.

Khulna Branch
Chamber Building (Ground floor) 5, KDA Avenue,
Khulna , Bangladesh

13.

Sylhet Branch
Sylmart Complex, Naya Sarak, East Zinda Bazar,
Sylhet , Bangladesh

1.14 HISTORY OF PANTHAPATH BRANCH

22nd August, 2005 Standard Bank Limited has established their 16th Branch at Panthapath.
The main reason for establishment of this branch at Panthapath is to provide their modern
banking service to the people and organizations of this area. With the corporate mission
and vision the bank wants to take the challenge to serve the area in the competitive
environment.

1.15 OBJECTIVES

To be a dynamic leader in the financial market offering innovative new products

to as to need of the society of this area.

To earn positive economic value (EVA) each year than other commercial bank
branches and its branches.

To top the list in respect of the cost efficiency of all the commercial bank
branches and SBL branches.

To become one of best branch of Standard Bank Limited with its significant
contribution in the growth.

1.16 ORGANIZATIONAL STRUCTURE

Figure: 3-1: Organizational Structure SBL (Panthapath Branch)

20

Manager

Sub Manager

Senior
Executive
Officer

Officer

Officer

Probationary
Officer

Probationary
Officer

Assistant
Officer
(Cash In
charge)
Assistant
Officer

Assistant
Officer

Assistant
Officer

In a commercial bank, General Banking Section is the most important part. This section
is consists of activities of open of account, issue of cheque, payment, clearing of inter
bank transaction; inter branch transaction, and closing of account. Open of account is one
kind of technique of collection of deposits from customers.
Deposits are Debts- The money deposited with the banker is not held by him in trust
but as his debts to the depositors and the relationship that exists between the banker and
the depositor is strictly that of debtor and creditor. The deposits are accepted by the
banker through current and saving accounts withdrawal cheques. Deposits are also
21

accepted against deposit receipts, which are deposited against term deposit accounts.
Those are primary source of fund of a bank (Figure: 4-1).
Figure: 4-1: Primary source of fund of a bank
Saving Accounts

Current Accounts

Term Deposits

Fund
Section 3(b) of the Negotiable Instrument Act, 1881 providesThe deposits accepted by the banker are repayable on demand or otherwise and
withdrawable by cheque, draft, order or otherwise. The total deposits held by the banker
are broadly classified as demand deposits and time deposits, the former being payable on
demand and the latter as per terms of the deposits.
Customer- The Negotiable Instrument Act has not defined a customer but from
section 131 of NIA and different court decisions as quoted in books of banking, it appears
that only those constituents of the banker are customers who have some sort of an
account with him duly introduced for the purpose, with the deposits put therein being
withdrawable by cheques.
Customer Care Department generally deals with the following sections.
1. Account opening section
2. Account section
3. Cash section
4. Remittance (Domestic)

22

Chapter Two

Learning Objectives

Introduction

To know background of the report.

To know statement of the problem

To know rationale of the study

To know objectives of the

internship and report.

To know the scope and limitations

that hindrance the report writing.

To know methodology of the study.

Introduction

Bank as the financial service industry is approaching full historical cycle. Originally the
banking system operated as full service industry, performing directly or indirectly all
23

financial services. Banks are direct agents to create opportunities for development in a
country and also provide large scale of employment opportunities. Banks mobilize
savings and make it advances to investors and by this process make profit. As they deal
with public money, their form of business is different from others. Banks must refund
publics money when they demand, either it makes or not.
Evaluation of banks Customer care services are the very complex process involving
interactions between the clients, satisfying them through up to date services, maintain the
internal operations, and external activities with the different banks. In a commercial bank,
Customer care service section is the most important part. This section is consists of
activities of open an account, issue of cheque, payment, clearing of inter branch
transaction, and closing of account. Open of account is one kind of technique of
collection of deposits from customers. In this respect bank management needs to develop
a comprehensive plan in order to identify objectives, goals, budgets and strategies that
will be consistent with the maximization of share values and satisfying customers.
The primary method of evaluating of banks customer care services is analyzing there day
to day operation, customer satisfaction, customer royalty, customer needs. Now all the
customers want to take the easy and fast services from the customer care department.
Customer services face lots of problem related with the modern services. Everyone wants
get online, easy, fast, modern services from the any bank. External performance is best
measured by evaluating the banks.
In my Internship report, I have selected one private commercial bank to analyze The
Practices and Problems of Customer care services of Standard Bank
Limited.

Statement of the Problem

All

kinds of Bank are generally supposed to be established to earn profit and help

economic and financial activities in a country. Bank has different division for their
24

operations; customer care division is one of them. Customer care is such an important
division in banking sector that, Bank activities is totally depends on that division work.
The bank has no way to survive without client. Customer motivation, demotivation,
customer needs, customer problem is totally depends on this division work. So, Customer
care division plays an important role of banks overall profit. Banks are direct agents to
create opportunities for development in a country and also provide large scale of
employment opportunities. Banks are the most important of financial system of a country
and Standard Bank is one of them. It diverts and employs the funds in such revenues,
which are aimed to develop a countrys economy, and adds to national wealth.

Rationale of the Study

Panthapath

Branch is one of the most successful Branch of Standard Bank Limited.

Every year it is earning a huge amount of profit because it is situated in one of the busiest
place in Dhaka city. Various types of business institutions are situated here. Most of them
are related with tiles and sanitary businesses. Every day they have to do a lot of
transactions to run their business properly through the Bank. So, the Panthapath Branch
of Standard Bank Limited is helping them a lot. Today the Banking Industry is very much
competitive. So if anyone wants to be successful here, they have to change themselves
according to the demand of the customers. So, I believe that, working at Panthapath
Branch of Standard Bank Limited was very much helpful for me to get a real life
experience about the present situation of the Banking Industry of Bangladesh which will
be very much helpful for my future life also.

Objectives of the Study

The

objective of this program and the report can be divided into two types, such as

Broad objectives and Specific objectives.

25

Broad Objectives:
The Main Objective of the report is to Find out the different problems & practices of
Customer Care Service Based on the Banking Products & Services of Standard Bank
Ltd. But this is not only objective of this report. The following are the other objectives
of the title of the report.

Specific Objectives:
To analyze the gap between expectation and perception of customers regarding
the service provided by SBL.
To find out how efficiently its present strategies are working.
Identify some better strategies and suggest it for their policy implication.
Recommend some policies, which is help to improve the customer care service of
SBL.

Scope and Limitations

In this internship period and preparing of the report, there is lot of learning points are
available, such as organizational structure of SBL and its branch, organizational
26

environment and culture, its deposit products and services of customer care, problems of
customer care services as well as solution of that problem.

To complete my internship report i face many limitations. Limitations are related with the
personal as well as organization. Those are given in below.......

My sample size is very much limited. Its about 75 samples. But, for a
comprehensive study this number is not well enough to serve the purpose. Time
plays a vital role in here. Due to the lack of time, I dont conduct for the bigger
sample.

The aim of practical exposure program is to exercise the

practical desk works of the bank and mainly prepare of the
procedure of work on Customer care desk. But it was difficult
enough to cover the desk within this limited time period of only
2 months.

The banks employees were very much busy in banking hour.

So it was very difficult to get them in time.

I did this Report only based on the Panthapath Branch of Standard Bank
Limited. So, the information I am providing here may not be true for other
areas.

Learning the banking functions within just 60 days was really tough.

Another limitation of this report is Banks policy of not disclosing some data
and information for obvious reason, which could be very much useful.

Scope of my study is so wide, due to lack of my knowledge, experience and as

a novice the analytical, comprehensive and crucial study is not possible by me.

Methodology of the research

Data Collection
27

To prepare this report the data will be collect from two sources, such as primary source
and secondary source.

Primary Sources
Primary sources are personal interview and conversation with employees of the

Chapter Three

organization and the customers of the SBL Panthapath branch.

Secondary Sources

Analysis and
Discussion

Secondary sources are annual reports, selected books, lecture papers of various
institutions and websites related with this report.

Data Collection Technique

To prepare this report data will collect using interview of personnel of the branch and the
customers who are run their operation in Panthapath branch, annual report of the bank,
different published books, lecture papers of different institutions and related websites.

Data Analysis
The collected data will be analyzing using observation and theoretical knowledge based
which collected from practical experiences during internship period and different courses
of BBA program.

28

Learning Objectives

To know different types of graph

To know what there position over

customer satisfaction

To know customer views in the

different angle.

29

This pie chart shows the age level of the customers. Its about different ages of the
people. It shows clearly that, 28-32 years age people usually come to their panthapath
branch at a big numbers. More than 38 years and the range of 23-27 years people usually
come to their bank as well and its about 25%.

Most of the customers of panthapath branch live in the Bangla Motor and Panthapath
area. Graph shows about 30-35% people live in this area. Central road and Farmgate also
not the very small number of people live in. Its about near 15%. Standard bank
panthapath branch locate in the Bangla motor area. Thats why most of the customers of
this branch are getting in this area.

30

Bangla Motor is one of the busiest place in the Dhaka city. Most of the business based on
the tiles & sanitary and also different types of business run their operations as well.
Thats why; most of the customer of Standard bank panthapath branch is the business
person. And also private service holders also fulfill their needs through the using of
banking service as well. And their percentage is more than about 25%.

Different income level people maintain their accounts in the panthapath branch. But,
graph shows that, 15000-35000 Tk. Range of people specially maintain their accounts in
panthapath branch at a bigger number. Its more than about 50%. And others are not that
much. There is no more than 75000 Tk. Income range people maintain their accounts in
panthapath branch.

31

Most of the people open their accounts in the Panthapath branch for fulfill there needs.
Thats why, 67% people says that they open their accounts for Rate. And also SBL
offered type of A/C to the customers at 35%. Its the good way to find out the customers
for their bank.

Graph is all about the A/C types that customers have opened at the Panthapath branch in
Standard bank. Previously I told that, most of the customers are business person and the
private service holder. This graph also shows that Savings and Current number is higher
than the others. Because, only the business person open the current A/C and other then
the people open the savings A/C. SRDP is the scheme of Standard bank. Any person can
open it without any hassle. Thats why it number show 37%.

32

Modern life is very easy and fast. People want quick services. That the graph is exactly
shows. It shows that, most of the people contact to the bank official through using
telephone and person. Because, when we contact to the bank official in telephone its take
less time and saves our valuable time. Thats why, its more popular in now-a-days and
percentage is near 50%.

Now-a-days all the banks has their own web site. Standard bank is not way out of that.
But the question is, whether its user-friendly or not? The graph shows the negative
result. Most of the peoples are neutral in this question and percentage is 28%. Because,
most of the people are not interested to using the internet. Thats why they are very much
neutral in this question.

33

Standard is very strong for their customer care services. Pie chart is shows exactly to
support that question. Because, its all the agree. Most of the people are very much agreed
for this question. They say, they receive a warm, friendly greeting when they visit the
Panthapath branch. Its about 63%. And also strongly agreed percentage is not too little
27%.

When customers visit the bank their transaction is handled promptly. Graph shows most
of the people are agreed this question and percentage is 57%. Disagree percentage is too
little.

34

The customers are really happy to say that, there transactions are handled accurately.
More than 60% people satisfied that question. Strongly percentage is also more than
30%. So its very clear that, Standard bank Panthapath branch doing a good job for the
customers. There transactions are handled accurately.

Graph shows that, internet information is not help a lot to solve the customers problem.
Many people also agreed this statement. But neutral rate is really high. Its about 37%.
Its true that, internet information is not enough in all the causes.

35

Standard bank officials are really proactive when any customer come to their bank. That
the graph is exactly shows. 6-10 min is not that much bigger time. Because, in the pick
hour customers come at a higher number. Bank officials are fulfilled all the customers
need. So, 6-10 minutes is not much time. It usual can happen.

This graph is shows that most of the people are agreed this question. They are satisfied.
Because, SBL representative quickly identify their problem. And the percentage is 56%.
Its a huge number. Other then, strongly agree percentage is 25%.

36

Its no doubt that the SBL representative appears very much knowledgeable and
competent. They are qualified through different competition. So, most of the people
either strongly or agreed this statement without any hesitations.

Now-a-days peoples are look forward to the private commercial bank. Because, almost
all the private commercial bank try to help the customer and solve the customers problem
as early as they can. Standard bank official always willing to help the customer. And
agree rate is higher than the others. It is more than 44%.

37

SBL has convenient hour of operation no doubt it. All customers are really satisfied their
banking hour. SBL offer extra time hour for the customers. Its very effective especially
for the business community and for all as well. SBL total banking hour is up to 6 PM.
Thats why, customers are really happy to open an account at Panthapath branch in SBL.
But in extra time a customer will only deposit the money not withdrawal the money.

Here also the Bar graph show that the customers really happy for the branch location. It is
shows that most of the people either strongly agreed or agreed this statement. Agreed
percentage is more than 50% and strongly agreed percentage is almost 35%. It is good for
SBL that customers are satisfied their branch location.

38

Parking spaces are not sufficient at the Panthapath branch of SBL. Most of the people
neutral in this question. Because, they are not satisfied the parking spaces of Panthapath
branch. But many also say there has the parking spaces. But for a bank it is not enough.
And its percentage is 25%.

Yes at least half of the people are agreed this statement and percentage is 50%. Also
strongly agreed percentage is not too little. Its about the 20%. So, more or less most of
the people says that the SBL representative handle issues with courtesy and
professionalism.

39

Private bank is very fast and accurate. Here also most of the people are agreed that SBL
representative takes short time to resolve any problem. And percentage is more than 40%.
This graph shows that mixed reaction over the customers to the bank representative. But,
the agreed and strongly agreed percentage is higher than the others.

SBL representatives are very much committed to their work. Thats why, here also most
of the customers say that the representatives are quick enough to solve the problem and
take once, sometimes twice time.

40

This bar graph proves that, SBL charges are reasonable. Over all the 60% people are
agreed this statement that SBL charges are reasonable. Other than the percentage is too
little. Because, customers are satisfied for their banking operation.

Its negative type of question. And 60% people are not support this statement. Because
there is not dissatisfaction level among the customers for the any documents that provide
SBL Panthapath branch.

41

Overall, most of the customers are somewhat satisfied to the SBL Panthapath branch for
their customer care experience. Very satisfied percentage is 30%. Its not too little. Some
people also chose neutral. Its mean they are in between the very satisfied and the
dissatisfied. Its depending on many issues. Most of the cases most of the people the
agreed the statement, not strongly agreed. That is why I think they are somewhat satisfied
is much higher to the customer care service in SBL Panthapath branch although the
Panthapath branch is strong for their customer care department.

42

Major Findings
Through my observation, I find out the different things which are related with the
customers satisfaction, their needs, expectation, motivation etc. Which are given in
below Most of their clients want to use the modern facilities. In that case, Standard Bank
should offer more facilities to the customers like Credit Card, Debit Card; etc.
They should open ATM booth into different busy places in Dhaka city as well as
whole country on the basis of needs of the customers.

Most of the customers are not satisfied to their web site. They said that, the web
site is not user friendly. Most of things are not available in their web site. But the
problem is that, most of the customers are not really interested to use the internet.
And many people do not know how to use internet.
Most of the customers are really satisfied for their services. Especially the
customers care service of the SBL Panthapath branch is very much satisfactory.
Most of the customers are agreed that, the SBL charges are reasonable.
Most of their customers are not satisfied their parking space. They tell that, it
should be widened.
Banking hour of the SBL is very much satisfactory to the customer. Because, SBL
offer widen banking service. And its very helpful to the customers especially the
business person.
There bank location is somewhat satisfied to the customers, not fully satisfied to
the customers.
Overall almost all the customers are satisfied to their services and activities.
43

Chapter Four
Conclusion &
Recommendations
Learning Objectives

To know the writers viewpoints on

the bank and its progress.

To know the writers

recommendation to development of
the bank.

To know what the appendix also

the bibliography.

44

RECOMMENDATIONS

Bank is a service-oriented organization. Its business profit depends on its service quality.
Thats why the authority should always be aware about their service quality. If Bank can
provide good quality service to its customer nothing can stop its success. So, for the
improvement of the service quality of Panthapath Branch of Standard Bank Limited I
would like to provide the following recommendations:
Today, in this 21st Century, online banking system is one of the most essential
technologies in the banking business. Therefore, Panthapath Branch of Standard
Bank Limited has to establish wide online system relate the other branches with
their office as soon as possible.
Standard Bank should offer more facilities to the customers like Credit Card,
Debit Card; etc. They should open ATM booth into different busy places in Dhaka
city as well as whole country on the basis of needs.
The branch has to get the authorized dealership to do foreign currency business
directly and open foreign account for customers.
They can give advertisement on Radio, Television etc. They can offer Campus
Card to attract the students, because they are the future of the nation. Then
customer will more attractive to their services.
Introduction of Research and Development Division (R&D Division) will be a
best decision for this organization. Because, this division can especially help the
bank to create not only new deposit and loan products but also other new services
by research in the field, which will give the organization competitive advantage
over its competitors.
As the clients are not in favor of Introducing System, so if possible the rule of
Introducing to open an account should be changed. Because many people face the
problem of arranging an Introducer in the time of opening accounts.

45

Standard Bank Limited should engage in more promotional activities, it should go

for aggressive advertising and promotional activities to get a broad geographic
coverage.
More Personal Selling staffs and employees can be appointed to make more
exposure of the Standard Bank Limited.
Panthapath Branch of Standard Bank Limited should go for stronger customer
relationship strategy. It will help them to increase its growth.
An Uninterrupted Network System has to be ensured by the Bank. It will save the
officials from much hassle and will save time. Because if there is problem on
network it creates problem for the officials and also customers become unhappy.
Most of the officials at Panthapath Branch are very new in banking profession.
Proper training should be conducted for the employees of Panthapath Branch of
Standard Bank Limited to improve their analytical ability and professional
standard.
The board of directors of the bank should ensure good governance through
transparency and accountability.

46

CONCLUSION

Form

the learning and experience point of view I can say that I really enjoyed my

internship period in Standard Bank Ltd. at Panthapath Br. from the very first day. I am
confident that this 2 months internship program will definitely help me to realize my
further carrier in the job market.

Now a day banking sectors are facing too much competitiveness to finance their capital
fund, investment activities, liquidity crisis and so on. Banks essentially are social
organizations, rendering financial services to the socio-economic objectives of the
society. Standard Bank Limited invests much money for economic development of the
country.

Top management always try to improve the customer service Quality of that Bank and
Branch and also visit branch without any notice which makes employees very sincere to
their job and they make themselves very update about their task. As a developing private
bank in Bangladesh, Standard Bank shouldn't allow their client to get dissatisfied with
their service. They have their competitors who actively striving to take the advantages in
every side.
During the course of my practical orientation I have tried to learn the practical banking to
relate it with my theoretical knowledge, what I have gathered and going to acquire from
various courses.

47

APPENDIX
Questionnaire
Name: ____________________________
Age: ______________________________
Gender: ___________________________
Location: __________________________
Occupation: ________________________
3) Please mention your monthly family income range1) Less than TK. 15,000 2) TK. 15,000 TK. 35,000 3) TK. 35,001 TK. 55,000 4) TK.
55,001 TK. 75,000 5) More than TK. 75,000
4) Please mention your profession.
1) Private Service holder 2) Businessman 3) Govt. Service Holder 4) Student
5) Others (Please mention: )
5) Why did you open an account with SBL Bank?
a) Reputation in the community b) Rate c) Service given by the bank d) Type of account
offered
6) What type of accounts do you have at SBL Bank?
a) Current A/C b) Savings A/C c) FDR (FIXED DEPOSIT) d) DI+ (DOUBLE
INCOME PLUS)
e) SRDP (SBL REGULAR DEPOSIT PROGRAM) f) LSDIP (Life Secured double Income
Program)
7) Do you bank only at SBL Bank? (If no, go to next question)
a) Yes b) No
8) What type of account(s) do you maintain at your other bank?
a) Current A/C b) Savings Bank Deposit A/C c) Short Term Deposit A/C d) Term
Deposit A/C
e) Premium Term Deposit A/C f) Instant Earnings Term Deposit A/C
9) In your most recent customer service experience, how did you contact with the
representative?
a) In Person b) By Telephone c) Internet d) Through a Dealer/Retailer/Broker e) Other
10) Is the banks website is user-friendly?
1) Strongly agree 2) Agree 3) Neutral 4) Somewhat disagree 5) Strongly disagree
11) I receive a warm, friendly greeting when I visit the bank.
1) Strongly agree 2) Agree 3) Neutral 4) Somewhat disagree 5) Strongly disagree
48

12) When I visit the bank my transaction is handled promptly1) Strongly agree 2) Agree 3) Neutral 4) Somewhat disagree 5) Strongly disagree
13) Your transactions are handled accurately.
1) Strongly agree 2) Agree 3) Neutral 4) Somewhat disagree 5) Strongly disagree
14) Sufficient information was available on the internet to solve my problem.
1) Strongly Agree (2) Agree (3) Neutral (4) Disagree (5) Strongly Disagree
15) About how long did you have to wait before speaking to a representative?
1) Less than 5 minutes (2) 6-10 minutes (3) 11-15 minutes (4) 16-30 minutes (5) More
than 30 minutes
16) SBL representative quickly identify the problem1) Strongly Agree 2) Agree 3) Neutral 4) Disagree 5) Strongly Disagree
17) SBL representative appear knowledgeable and competent1) Strongly Agree 2) Agree 3) Neutral 4) Disagree 5) Strongly Disagree
18) SBL representative help you understand the cause and the solution to the problem1) Strongly Agree 2) Agree 3) Neutral 4) Disagree 5) Strongly Disagree
19) Employees are always willing to help1) Strongly Agree 2) Agree 3) Neutral 4) Disagree 5) Strongly Disagree
20) SBL has convenient hours of operation
1) Strongly Agree 2) Agree 3) Neutral 4) Disagree 5) Strongly Disagree
21) SBL offers all types of modern facilities that, better satisfying the customer needs? (If
strongly disagree then go to the next question)
1) Strongly Agree 2) Agree 3) Neutral 4) Disagree 5) Strongly Disagree
22) What type of modern facilities do u need, that SBL currently doesnt
offer? (Please mention)

.
23) Branch locations are convenient:
1) Strongly Agree 2) Agree 3) Neutral 4) Disagree 5) Strongly Disagree
24) Parking spaces are sufficient1) Strongly Agree 2) Agree 3) Neutral 4) Disagree 5) Strongly Disagree

25) SBL representative handle issues with courtesy and professionalism1) Strongly Agree 2) Agree 3) Neutral 4) Disagree 5) Strongly Disagree

49

26) It takes short time to get the problem resolved1) Strongly Agree 2) Agree 3) Neutral 4) Disagree 5) Strongly Disagree
27) How many times did you have to contact customer service before the problem was
corrected?
1)
Once 2) Twice 3) Three Times 4) More than Three times
28) Banking charges of SBL Bank are reasonable1) Strongly Agree 2) Agree 3) Neutral 4) Disagree 5) Strongly Disagree
29) Do you think SBL bank required document for any kind of service to the client creates
dissatisfaction level among customer?
1) Strongly Agree 2) Agree 3) Neutral 4) Disagree 5) Strongly Disagree
30) Overall, how satisfied are you with the customer care service experience of SBL?
1) Very Satisfied 2) Somewhat Satisfied 3) Neutral 4) Somewhat Dissatisfied 5) Very
Dissatisfied

List of Abbreviations:
A/C

: Account.

BD

: Bangladesh.

BRDB

: Bangladesh Rural Development Board.

CD

: Call Deposit.

CIB

: Credit Inquiry Board.

FDBP

: Foreign Document Bills Payable.

GOVT.: Government.
IBP

: Inland Bills of Purchase.

LDBP

: Local Document Bills Payable.

MSS

: Monthly Saving Skim.

PAD

: Payment against Document.

PC

: Contract for Processing.

SB

: Savings

SWIFT

: Society for World Wide Inter Bank Tele-communication

50

STANDARD BANK LIMITED

Interest rate for Different Sectors

SL.
No.
1

Particulars

Mid-Rate

Agriculture/Agro based/ Agro processing

9.00%

2
3
4
5

Term loan (large & Medium Scale)

Working Capital (Except Jute)
Export Credit
Commercial Lending (cash credit, hire purchase, PAD, TR, IBP,

15.00%
15.00%
7.00%
15.00%

etc.)
Small Cottage Industry (Term Loan)

15.00%

Others Credit
i) SOD against FDR and others Scheme of the Bank

2.00%-3.00% above

of
FDR /Concern

ii) SOD against share certificate

Scheme Rate
15.00%

iii) SOD against work order/ Other Bank's FDR's/ ICB unit

15.00%

certificates/ Wage Earner's Development Bonds

iv) Consumer Credit Scheme
v) Urban Housing Loan &

16.00%
15.00%

Transport loan
vi) Lease Finance
Staff House Building Loan

16.00%
9.00%

51

BIBLIOGRAPHY

Books:

Abul Hashem (1990 and Reprint May 2002) What The Banker Does, Second
Edition, Published by Abdul Kadir Khan, Nawroze Kitabistan at 5, Bangla Bazar,

Dhaka-1100, Bangladesh.
Syed Ashraf Ali (November, 1995) Foreign Exchange and Financing of
Foreign Trade, First Edition, Published by Syed Asifur Rahman, Lita Academics

at 295/3 Tali Office Road, Rayer Bazar, Dhaka-1209, Bangladesh.

Dr. S.N. Maheshwari and Dr. S.K. Maheshwari (2001 and Reprint 2002)
Banking Law and Practice, Eleventh Edition, Published by Kalyani Publishers

at B-I/1292, Rajinder Nagar, Ludhiana-141008, New Delhi, India.

Md. Khalakuzzaman (2001) Banking and Bima, Second Edition, Published by
Kazi Minhazul Alam, Jamuna Publishers at 38, Bangla Bazar, Dhaka-1100,

Bangladesh.
Charles W.L. Hill (2003) International Business: Competing In The Global
Marketplace, Fourth Edition, Published by Tata McGraw-Hill Publishing

Company Limited at 7, West Patel Nagar, New Delhi 110008, India.

Thompson, Arthur A Jr, and Strickland III, AJ (2003) Strategic Management,
Concept and Cases, Thirteenth Edition, Published by Tata McGraw-Hill

Publishing Company Limited at 7, West Patel Nagar, New Delhi 110008, India.
Lesikar, Raymond. V. and Pettit, John D, Jr (2003) Business Communication,
Sixth Edition, Published by Tata McGraw-Hill Publishing Company Limited at 7,
West Patel Nagar, New Delhi 110008, India.

52

Periodicals & Training Materials:

Leture Materials, Courses on Audit and Inspection In Banks (May 30-June

14, 1999), Published by Bangladesh Institute of Bank Management at Main Road

# 1 (South), Section 2, Mirpur Dhaka-1216, Bangladesh.

Lecture Materials, Course on Bankers Advances (February 2- February 20,
1985), Published by Agrani Bank Training Institure at 18, Bangabandhu Avenue,

Ramna, Dhaka, bangladesh.

Annual Report 2005-06, Published by Standard Bank Limited at Metropolitan
Chamber Building (3rd Floor), 122-124, Motijheel C/A, Dhaka-1000, Bangladesh.

Internet
Standard Bank Limited, Official Site: www.standardbankbd.com, Time: July18-

September16, 2007.
Bangladesh Bank, Official Site: www.bangladeshbank.org.bd, Time: October25,

2007.
Northern University Bangladesh, Official Site: www.nub.ac.bd, Time: October25,

2007.
AHN Media Corp, Site: www.allheadlinenews.com, Time: October25, 2007.

Power Division, Official Site: www.powerdivision. gov.bd, Time: October25, 2007.

53