A Report on

General Banking Activities of Standard Bank

Limited

Submitted to:
Prof. Dr. Abdul Jabber
Chair (Department of Economics)

Submitted by:
Rashedul Hasan Khan Pathan
ID# 11308011
Program: BA Econ

Date of Submission:
August 16, 2015

IUBAT- International University of Business Agriculture and Technology

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Letter of Transmittal

16-08-2015
Dr. Abdul Jabber
Faculty
IUBAT International University of Business Agriculture and Technology

Subject: A Report on General Banking Activities of Standard Bank Limited.

Sir,
I would like to draw your kind attention on the following fact that I want to submit my Internship ReportA
Report on General Banking Activities of Standard Bank Limited (SBL): Kamarpara Branch. I am
submitting this report as a part of my course ECO-490.
Therefore, I need your kind attention to assess my report considering the limitations of the information
included. Your kind suggestion will encourage me to perform better research work in future.

Yours sincerely,
Rashedul Hasan Khan Pathan
Prog: BA Economics.
ID #11308011

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Supervisors Certificate

This is to certify that, the internship report on General Banking Activities of Standard Bank Limited
(SBL): Kamarpara Branch is done by Rashedul Hasan Khan Pathan as a partial fulfilment of the
requirement of Bachelor of Arts in Economics (BA Econ).

This paper has been prepared under my guidance and is a record of the bona fide work and is carried out
successfully.

I wish him every success in his entire career.

............................
Dr. Abdul Jabber
Chair (Dept of Economics)
IUBAT International University of Business Agriculture and Technology

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Student Declaration
I am Rashedul Hasan Khan Pathan, a student of IUBAT International University of Business Agriculture
and Technology do declare that the project paper on the stated topic has only been prepared for the
fulfilment of ECO 490, as the partial fulfilment of Bachelor of Arts in Economics (BA Econ).
The work is unique in nature which is my original work and to the best of my knowledge and belief it is
authentic. It has not been prepared for any other purpose, reward or presentation.

..............................................
Rashedul Hasan Khan Pathan
Prog: BA Economics.
ID #11308011

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Internship Certificate

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Acknowledgement
First of all, I would like to express my gratitude to the Almighty for giving me the strength to complete the
report within the stipulated time. Internship is an essential part of BA Econ programs one can gather
practical knowledge within the period of time by observing and doing the daily works of chosen
organization. In this regard my internship has been arranged at Standard Bank Limited, Kamarpara Branch,
and Dhaka. My heartfelt gratitude goes to my respected teacher Md. Abdur Jobber for giving me valuable
advice, supporting and suggestions to complete the report in an appropriate manner. His suggestions and
comments were crucial in making the study as flawless as possible.
My sincere gratitude goes to Md Khandoker Didarul Islam, AVP & Manager & Md. Obaydur Rahman,
my on-site supervisor, Senior Executive Officer & 2nd man of Kamarpara branch of Standard bank limited
for the cooperation.
My special thanks go to Ruhul Amin, (TAO) of Kamarpara branch of Standard Bank Limited for guiding
me at the time of my internship and giving me constant guidance and valuable suggestion from time to time.
I truly believe that saying, Thank You to all individuals of Standard bank limited (Kamarpara branch) is
not good enough to honour their support that I have been provided in preparing my report.
Last but not the least, I would like to thank all the employees of Standard Bank Limited for their cooperation
and support that helped me to complete my report and apologize to those people who helped me by
providing necessary information but their names have not been mentioned as they are so many in number.

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Table of contents

Page No.

Letter of transmittal

Supervisors Certificate

Student Declaration

Internship Certificate

Acknowledgement

List of Figures

10

List of Tables

11

Executive summary

13

Chapter 1: Introduction

Background of the Report

Scope of the Report

14
15

Importance of the Study

Justification of the Study
Objective of the Report

15
15
15

Chapter 2: Methodology
Methodology of the study

17

Data collection method

17

Sources of data

17

Limitations of the study

18

Sampling plan
Sampling element

18
18

Sampling Procedure

18

Sample size

19

Chapter 3: Literature Review

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21-2

Literature review

Chapter 4: Description of SBL

Background of Standard Bank Ltd.

24

Organizational posture

24

Current Situation & Performance

24

Strategic Posture

24

Net Asset Value

Net Profit

25
25

Shareholder Equity

25

Other Business

25

Financial Highlight

26

Strategies of SBL

26

Banking through ATM

27

Organizational Profile

30

Division-wise Branch distribution

31

Function of SBL

31

Corporate Structure

32

General Banking Functions

Services of SBL

32

Deposit Schemes of Standard Bank Limited

41

Savings Deposit Account

42

Interest rate

42

Current Deposit Account

42

Short Term Deposit Account

43

Fixed Deposit Account (FDR)

43

Special Schemes offered by SBL

44

Other Deposit Scheme

47

Major Competitors

47

Standard Bank Limited (Kamarpara Branch)

47

Address

48

Branch Employee Structure

48

Chapter 5: Job Description

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41

Internship at SBL
Description of my job at SBL

50
50

Chapter 6: Result & Discussion

Result and Discussion

53-69

Chapter 7: Findings & Analysis

Assessing General Banking Customer Satisfaction Level at SBL

Findings from questionnaire

70
70

Analysis of Deposit
Analysis of Loan and Advances:
Operating Profit
Non-Interest Income
Deposit Maturity and Particulars Rate

73
74
74
75
75

Branch Informations

75

Chapter 8: Recommendation & Conclusion

Summary and Conclusion

78

Recommendation

79

Bibliography

80

Appendix

81

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List of Figures:

Name

Figure 1: Corporate Structure (Source: Website of SBL)

Figure 2: Sample`s Frequency Distribution based on Profession
Figure 3: SBLs most attractive product according to the customers
Figure 4: Gender of the respondents
Figure 5: Time of account having with SBL
Figure 6: Willingness of help among the employees in SBL
Figure 7: Completion of clients transactions by SBL authority if
rapid
Figure 8: Guidance at the entrance of the branch / Front Desk help
Figure 9: If employees in SBL give prompt service to the customers
Figure 10: Instant solution
Figure 11: If clients think that the SBL Kamarpara Branch needs to
improve their General Banking Activities
Figure 12: Analysis of deposit
Figure 13: Deposit portfolio
Figure 14: Loan and Advances
Figure 15: Asset Mix
Figure 16: Operating Profit
Figure 17: Non Interest Income

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Page No

32
54
55
56
59
60
61
62
63
64
67
72
73
73
74
74
75

List of Tables:

Name

Page No

Table 1: Net Asset Value

Table 2: Net Profit
Table 3: Shareholder Equity
Table 4: Other Business
Table 5: Financial Highlight
Table 6:Fees & Charges for VISA Credit Card
Table 7: Fees & Charges For VISA Credit Card (Classic Card) Of
Standard Bank Ltd.
Table 8: Fees & Charges For Debit Card Of Standard Bank Ltd
Table 9:Organizational Profile
Table 10: Branch Distribution
Table 11: Cheque Clearing
Table 12: Interest Rate of FDR
Table 13: Branch Employee Structure
Table 14: Sample`s Frequency Distribution based on Age
Table 15: Monthly income of the respondents

25
25
25
25
26
28
29

Table 16: Education Level of the respondents

Table 17: If the behaviour of employees in SBL installs confidence
among the clients
Table 18: Feeling of safety among clients in transactions with SBL
Table 19: Economic Analysis

58
65

Table 20: Branch Information

75

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30
30
31
36
43
48
53
57

66
68

Executive Summary
Standard Bank Limited (SBL) is a private commercial bank in Bangladesh registered under the Companies
Act, 1994.The Bank started its operation from 3rd June 1999. Standard Bank has now in total of 104
branches as on August, 2015. The bank offers all kinds of Commercial Corporate and Personal Banking
services covering all Segments of society. Standard Bank Ltd. has already achieved tremendous progress
within only 14 years.
At present the Bank has real-time centralized Online banking branches (Urban & Rural) throughout the
Country having smart IT-Backbone. Besides this traditional delivery point, the bank has ATM of its own,
sharing with other partner banks & Consortium throughout the country.
As my subject is Economics so I did my internship in a Bank which is one of the major sectors of todays
financial world.
The study has been conducted for around three month. In the three month I prepared a report which consists
of several Parts & Chapters. I discussed about the objective, scope, limitation of the study in the introduction
part. I also discussed about the organization and overall history of Standard Bank Limited, their product
information, organ gram and their major competitors.
During the internship period, the scope of the work was fast as I was assigned to work in every department
of the bank in Kamarpara Branch, I have tried to observe and understand the all banking activities
especially general banking activities and other day to day functions performed in this branch.
During my working on SBL Kamarpara Branch, I have found some lacking from my observation. Thats
why I made a questionnaire and conducted a survey which is done by the deposit holders of SBL
(Kamarpara Branch).
I have tried to recommend some solution to solve these problem and conclusion based on my study. Through
the report I mainly try to critically review the General Banking Activities Kamarpara Branch of Standard
Bank Limited Bangladesh.

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Chapter- 1
Introduction

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Background of the Report

A bank is an organization that works as an intermediary and creates credits by lending money to a
borrower, thereby creating a corresponding deposit on the bank's balance sheet.
Banking in its modern sense evolved in the 14th century in the rich cities of Italy, but in many ways was a
continuation of ideas and concepts of credit and lending that had their roots in the ancient world.
In short, Bank is a financial institution licensed as a receiver of deposits. There are two types of banks:
commercial/retail banks and investment banks. In most countries, banks are regulated by the national
government or central bank.
A Bank offers different types of deposit account to its customers and makes a variety of loan services. It
also provides a wide range of services like Foreign Trade Financing, Online banking, ATM cards, Credit
Cards, Debit cards, etc. Banks acts as an intermediary between the surplus sector and deficit sector by
supplying surplus money from surplus sector to the deficit sector for investments and financing. Mainly
bank is a commercial organization and Commercial banks plays important role in the economic
development of the country. Banking is like a blood running into a vein for the national economy of the
country.
This report is the outcome of the three months long internship program conducted in Standard Bank
Limited (SBL), one of the reputed private commercial banks of the country.
This report is prepared for the partial fulfilment of BA Economics program authorized by IUBAT
University. I was assigned in the Standard Bank Limited for 3 months at Kamarpara Branch, Located at
A.R. Complex, 75 Kamarpara, Turag, Uttara, and Dhaka-1230. My organizational supervisor was Mr. Md.
Obaydur Rahman. My selected topic was General Banking Activities of Standard Bank Limited
(SBL):Kamarpara Branch which was assigned by my teacher Dr. Abdul Jabber, The Chair of the
Department of Economics (IUBAT).
This internship program has been prepared on the basis of our practical experience in the general banking.
This report will also provide the essential information on how the private commercial banks contribute to
the economic development of the country.
I have tried my best to utilize the opportunity to enrich my knowledge on the banking system and
incorporate it with the theoretical course. The internship program and the study have following purposes:

To organize and get detailed knowledge on the job responsibility.

To experience the real business world.

To compare the real scenario with the lessons learned at IUBAT.

To fulfil the requirement of BAEcon Program.

To learn how banking works.

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Scope of the Report

During the internship period, the scope of the work was fast as I was assigned to work in every department
of the bank in Kamarpara Branch, I have tried to observe and understand the all banking activities
especially general banking activities and other day to day functions performed in this branch.
It consists of opening an account, issuing of the check book, contacting with the customers over the
telephone, clearing activities; inter branch transaction, closing of accounts, collection of bills, issuing FRD,
Pay order, and demand draft etc.

Importance of the Study

The banking sector of Bangladesh is becoming competitive day by day; new banks are opening, existing
banks are trying to add innovative products in its product line and make their services more efficient, new
technologies are coming for convenient banking. Among all of the banks operating in Bangladesh,
Standard Bank Limited is one of the prominent commercial banks of Bangladesh.
From this report, we can gather knowledge about the products and services offered by SBL, tools uses to
satisfy their customers, customers satisfaction level of ATM services, DPS service, mobile banking
service, FDR Services, Saving and Current Services, Customer care service, and General Banking
Activities of SBL.

Justification of the Study

The justification of the study is to analyze that of how many functions are in general Banking Activities,
what procedure are in use, how bank provide services, how many products in SBL General Banking
Sector.

Objective of the Report

The board objective of this report is to cover the requirement to complete my BAEcon program and to
acquire knowledge of banking sector. To achieve the main objectives, I also tried to understand some
specific objectives. Those objectives are pointed out as follows:

General Objective
The primary objective of my report is to find out General Banking Activities of Standard Bank Limited
and to fulfil the internship program requirements to complete the BAEcon program.

Specific Objective
Specific objectives of this report are to know the daily operations, existing banker-customer relationship,
deposit scenario, analyze various deposit schemes, find out the problems that customers face the most and
their suggestion to overcome it of the general banking division of Standard Bank Limited.

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Chapter- 2

Methodology

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Methodology of the Study

In order to make the report more meaningful and presentable, two sources of data and information have
been used widely. Among these different types of the exploratory research I followed the secondary data
one by analysing the previously collected data for some other projects to know about the background of
Standard Bank Limited. I followed it because secondary data was easy to get and it was available on the
web. Another reason for doing secondary data analysis in order to conduct the exploratory type of research
was that I did not know anyone who has experienced on the problem and I did not get the scope to conduct
a pilot study through focus group discussion, in-depth interview, word association etc.

Data collection method

The data collection method of this study consists of both primary and secondary sources. The majority of
the information was collected from secondary sources.

Data sources
Primary sources:
The primary sources include interviews with the bankers.
The Primary Sources are as follows The primary data have been collected from field survey through the questionnaire structure.
The questionnaire structure has been solved face to face conversation and observation.
Secondary sources
The Secondary Sources of data and information are Annual Report (2014) of SBL.
Files & Folders
Memos & Circulars
Daily diary ( containing our activities of practical orientation) maintained by us,
Websites

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Limitation of the Study

It is obvious that every study has some limitations. While conducting we had to face a number of
problems. Those limiting factors that hampered our smooth workings in the bank and finally in preparing
this report are as follows:
Three months are not enough to make an exhaustive study of all types of retail products and find
out all the drawbacks.
Maintenance of stringent confidentiality about their financial and other information does not permit
us to have access to all the information. Information leakage to their competitors can hamper the
organization very much. So there was always a lack of appropriate information.
As we were not working in the head office of the bank all the necessary files and records were
present there.
The website of SBL is not updated enough. So the collection of secondary data was not updated
enough.
Some officials were not prepared enough for giving the data which could be helpful for the report
Because of the limitation of information, some assumptions were made. So there may be some
unintentional mistake in the report.

Sampling plan:
Sampling is a procedure that uses a small number of units of a given population as a basis for drawing
conclusions about the whole population. Sampling is necessary because it would be practically impossible
to conduct a research to measure characteristics of all elements of a population. Samples are also needed in
cases where measurement involves destruction of the unit measured. The two major sampling methods are
probability and non-probability sampling. The non-probability sampling techniques includes convenience
sampling, judgment sampling, quota sampling and snowball sampling. On the other hand probability
sampling methods are random sampling, systematic sampling, stratified sampling and cluster sampling.

Sampling element:
Individual customers of the Standard Bank Limited are the main elements of sampling.

Sampling Procedure:
Two types of sampling method exists- probability sampling and non-probability sampling.
I selected the probability sampling method for my internship report because every customer comes to the
Kamarpara branch to take services from general banking and cash department had equal chance to be
selected as a sample and answering to the questions of my questionnaire.
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Under probability sampling method I selected simple random sampling by selecting the respondents
randomly.

Sample size:
To complete my internship report on General Banking Activities of Standard Bank Limited (SBL):
Kamarpara Branch, I took 50 respondents from different type of customers who come to the Kamarpara
branch to obtain different services of Standard Bank Limited. They also answered all the questions of my
questionnaire. The reason behind taking 50 people was time limitation and limitations like many customers
of SBL Kamarpara Branch were illiterate, so I could not take more respondents for my report. At first I had
to make them understand why I was asking these questions to them and then they agreed to answer the
questions. So it was time consuming forms to carry out the survey.

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Chapter- 3
Literature
Review

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Literature review:
So far research has been conducted on ways to measure and improve General Banking Activities
measuring & ensuring of Bank clients, tools of General Banking Activities. The reviewed articles to
prepare this report are as follows:
According to M. K Dash and D.M. Mahatma (2005), With better understanding of General Banking
Activities, companies can determine the actions required to meet the customers' needs. They can identify
their own strengths and weaknesses, where they stand in comparison to their competitors, chart out path
future progress and improvement. General Banking Activity measurement helps to promote an increased
focus on customer outcomes and stimulate improvements in the work practices and processes used within
the company.
Kotler (1999) also noted that satisfaction is a function of perceived performance and expectations which
identifies feelings of a person resulting from comparing a products perceived performance in relation to
his or her expectations. For most companies and businesses, obtaining feedback from customers and clients
is essential. It provides them with a glimpse into what they are doing right, what they are doing wrong, as
well as ways in which operations and relationships could be improved. But obtaining and organizing this
feedback in a way it can easily be sorted and delivered to the right people within the company can often be
challenging.
Levesque. T McDougall, G.H.G. (1996) studied on Determinants of Customer Satifaction in retail banking,
and the study investigated the major determinant of customer satisfaction and future behavioural intensions
in the retail banking sector. The study identifies the determinants that include service quality dimensions
(e.g. getting it right the first time). Service features (e.g. competitive interest rates), service problems,
service recovery and products used. The study finds, in particular, that service problems and the bank's
service recovery ability have a major impact on customer satisfaction and intention to switch banks.
However, the results do not support the view that satisfactory problem recovery leads to greater customer
satisfaction or closer 'bonding' of the customer with the provider. At best a satisfaction problem recovery
leads to the same level of customer Satisfaction as when a problem had not occurred.
According to, M.S. Khondaker and M. Z. Mir (2006), General Banking Activities is a grossly neglected
area for performance measurement in almost all Least Developed Countries (LDCs) and Bangladesh is no
exception. Like most LDCs. Bangladesh is also coming under pressure from the IMF, World Bank, ADB
etc. to reform its inefficient financial sector. Anecdotal evidence suggests that state owned commercial
banks (SCBs) have lost their market share and is near to closure because of their poor service quality as

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perceived by their customers. In contrast, private and foreign commercial banks working in the same
social-economic and cultural settings are growing rapidly with higher profits and market share.
The mentioned researches, journals and books have been used to develop clear thoughts about the topic
General Banking Activities and as a guideline to prepare & organize this report.

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Chapter 4
Description
of SBL

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Background of Standard Bank Ltd:

Organizational Posture:
Standard Bank Limited (SBL) was incorporated as a Public Limited Company on May 11, 1999under the
Companies Act, 1994 and the Bank achieved satisfactory progress from its commercial operations on June
03, 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.

Current Situation & Performance:

SBL has enhanced the opportunity of banking activities in the Bangladesh. SBL has now 104 branches all
over the country with two subsidiary companies. The bank has opened 14 branches in 2011 to bring more
people under the coverage of banking services. In 2014, SBL opened 09 new branches.. The bank has
already introduced Internet banking and launched some new products to strengthen its business.

Strategic Posture:
Vision:
To be a modern bank having the project of building a sound national economy and to contribute
significantly to the public exchequer.

Mission:
To be the best private commercial bank in Bangladesh in terms of efficiency, capital adequacy, asset
quality, sound management and profitability.

Corporate Slogan:
Setting a New Standard in Banking

Objectives of SBL
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 the 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.

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Core Values
Our Shareholders: By ensuring fair return on their investment through generating stable
profit.
Our customer: To become most caring bank by providing the most courteous and efficient
service in every area of our business.
Our employee: By promoting the well-being of the members of the staff.
Community: Assuring our socially responsible corporate entity in a tangible manner through
Close adherence to national policies and objective

Net Asset Value:

Net Asset
Value(NAV)

2010
6871

2011
6871

2012
8221

2013
9289

2014
9886

Table 1: Net Asset Value (Source: Annual Report of SBL 2014)

Net Profit:

Net Profit

2010

2011

2012

2013

2014

1370

1297

1333

1011

1213

2013
9289

2014
9886

Table 2: Net Profit (Source: Annual Report of SBL 2014)

Shareholders (Equity Capital &Reserve):

Shareholder
Equity

2010
5625

2011
6871

2012
8220

Table 3: Shareholder Equity (Source: Annual Report of SBL)

Other Business:
Import
Business
Export
Business
Foreign
Remittance

2010
56167

2011
50497

2012
48500

2013
51056

2014
53932

41919

45356

42521

42575

43587

1044

2815

4676

4464

6526

Table 4: Other Business (Source: Annual Report of SBL)

Financial Highlights
Financial
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2010

2011

2012

2013

2014

Highlights

Fig. in
million

Fig. in
million

Fig. in million

Fig. in million

Fig. in
million

Interest Income
Interest Expenses

5,850
4,126

8,192
6,024

9,554
7,210

11,067
8,827

11721
8583

Net interest
Income
Non-Interest
Income
Non-Interest
Expenses
Net Non-Interest
Income
Profit before
Provision &Tax
Provision for
Loan &Assets
Profit after
Provision before
Tax
Provision for
tax(including
Deferred tax)
Profit after tax

1,724

2,168

2,344

2,240

3138

1,945

1,888

2,160

2,804

3052

898

1,188

1,503

1,864

2355

1,047

701

657

940

697

2,771

2,869

3,001

3,179

3835

394

519

439

848

1713

2,377

2,350

2,561

2,331

2122

1,007

1,053

1,228

1,320

909

1,370

1,297

1,333

1,011

1213

Table 5: Financial Highlight (Source: Annual Report of SBL 2014)

Strategies of SBL:
To manage and operate the Bank in the most efficient manner to enhance financial
performance and to control cost of fund
To strive for customer satisfaction through quality control and delivery of timely services
To identify customers' credit and other banking needs and monitor their perception towards our
performance in meeting those requirements
To review and update policies, procedures and practices to enhance the ability to extend better
service to customers.
To train and develop all employees and provide them adequate resources so that customers need can
be reasonably addressed.
To promote organizational effectiveness by openly communicating company plans,
policies, practices and procedures to employees in a timely fashion .
To cultivate a working environment that fosters positive motivation for improved
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performance
To diversify portfolio both in the retail and wholesale market
To increase direct contact with customers in order to cultivate a closer relationship between the bank
and its customers.

Banking Through ATM:

In order to provide convenient banking SBL has introduced credit and debit card for its customers. It
has total 36 ATM booths installed and 100 are on pending which will be installed as soon as
possible. To cover maximum area SBL has joined with National Payment Switch Network (NPS)
through Bangladesh. Thus the customers can access to all the ATM booths of the country

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 SBL Credit Card:

a) Fees & Charges for VISA Credit Card (Gold Card) of Standard Bank Ltd.
Fees And Charges Of SBL Visa Credit Card (Gold Card)
Particulars

Of

Payment

Gold

Gold

Gold

Local

Int'l ($)

Dual

(Tk)
Annual/renewal

($)

1500

20

22

Replacement fee

300

Supplementary

Free

Free

Free

Late payment fee

300

Statement

50

250

Pin reissue fee

500

Cash advance fee

Tk.100 or 2% of withdrawal amount whichever

from ATM

is higher

Cash advance fee

Tk.100 or 2% of withdrawal amount whichever

from branch

is higher

Cash

50% of the total card limit

fee

card fee

retrieval fee
Charge

slip

retrieval fee

advance

limit
Interest on cash

2.5% per month

advance

Table 6: Fees & Charges for VISA Credit Card (Gold Card) of Standard Bank Ltd.

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b) Fees & Charges for VISA Credit Card (Classic Card) Of Standard Bank Ltd.

Fees And Charges Of Sbl Visa Credit Card (Classic Card)

Particulars Of Payment

Classic Local (Tk)

Classic Int'l ($)

Classic Dual ($)

Annual/Renewal Fee

600

10

12

Replacement Fee

300

Supplementary Card Fee

Free

Free

Free

Late Payment Fee

200

Statement Retrieval Fee

50

Charge Slip Retrieval Fee

200

Pin Reissue Fee

500

Cash Advance Fee From Tk.100 Or 2% Of Withdrawal Amount, Which Ever Is

Atm

Higher

Cash Advance Fee From Tk.100 Or 2% Of Withdrawal Amount, Which Ever Is

Branch

Higher

Cash Advance Limit

50% Of The Total Card Limit

Interest On Cash Advance

2.5% Per Month

Table 7: Fees & Charges for VISA Credit Card (Classic Card) Of Standard Bank Ltd.

Special note:
1. For the SBL employees and other bankers, annual/renewal fee is 50% of the prescribed
amount.
2. For the own employees, limit is twice of net salary.
3. For clients, limit depends on branch manager's recommendation and credit committee's
assessment.
4. 15% vat should be applicable on annual/renewal fee and cash advance fee.

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 SBL Debit Card:

Fees & Charges for Debit Card Of Standard Bank Ltd.

Fees And Charges Of Sbl Debit Card

Particulars Of Payment
Fees/Charges (Tk)
Annual/Renewal Fee
Free
Replacement Fee
300
Pin Reissue Fee
200
Table 8: Fees & Charges for Debit Card of Standard Bank Ltd.

Organizational Profile:
Name

of Standard Bank Limited

Organization
Logo

Known As

: SBL

Slogan

: Setting a New Standard in Banking.

Category

: Commercial

Type

: Private

Origin

: Local

Date

of : May 11, 1999

Incorporation
: June 03, 1999

Commercial
Operation
Number

of : 104

Branches
SWIFT Code

: SDBLBDDH

Stock Code

: STANDBANKL

Fields of Activity

: Deposits, Corporate Banking, SME Banking, Merchant Banking, Islami

Banking and Remittance Services.

Head Office

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: Chamber Building (3rd Floor) 122-124, Motijheel, Commercial Area,

Dhaka-1000, Bangladesh.
:+880-2-9667224, 9667802 9560299, 9558375

Phone

Website : http://www.standardbankbd.com
Table 9:Organizational Profile (Source: Annual Report of SBL)

Division-wise Branch distribution:

District

Total Branch

Dhaka

45

Chittagong

24

Sylhet

Rajshahi

11

Barisal

Khulna

10

Total

104

Table 10: Branch Distribution (Source: Annual Report of SBL 2014)

Function of SBL:
The SBL is quite different from other privately owned and managed commercial bank operating in
Bangladesh; it grows as a leader in the industry rather than a follower. The leadership will be in the
area of service, constant effort being made to add new dimensions so that clients can get,
Additional in the matter of services commensurate with the needs and requirements of the
countrys growing society and developing economy.
The special feature of the investment policy of the bank is to invest on the basis of profit-loss sharing
system in accordance with the tenets and principles of Islamic Sharia Earning is not the only motive
and objective of the Banks investment policy rather emphasis is given in attaining social good and
in creating employment opportunities.
The functions of Standard Bank Limited are as under:
To maintain all types of deposit accounts.
To make investment.
To conduct foreign exchange business.
To extend other banking services.
To conduct social welfare activities through Standard Bank Foundation.

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Standard Bank Limited does the above mentioned function by three departments namely General
Banking, Foreign Exchange and Investment.

Corporate Structure:

Figure 1: Corporate Structure (Source: Website of SBL)

General Banking Functions

Financial institutions intermediary that mediates or stands between ultimate borrowers and
ultimate lenders is knows as banking financial institution. Banks perform this function in two waystaking deposits from various areas in different forms and lending that accumulated amount of money

32 | P a g e

to the potential investors in other different forms.

General banking department aids in taking deposits and simultaneously provides some ancillaries
services.

General banking is the front-side banking service department. It provides those customers who come
frequently and those customers who come one time in banking for enjoying ancillary services. In
some general banking activities, there is no relation between banker and customers who will take
only one service form bank. On the other hand, there are some customers with who bank are doing
its business frequently. It is an important department for all banks because it provides day-to-day
service to the customers. Front Desk is the important for general banking. Customers give their
deposits and meet their demand for cash by honouring cheques. Besides this a customer opens new
accounts, remit funds, issues bank drafts and pay orders etc. There are various sections in this
department, which are as follows:

Account Opening Section

Account opening section is an important factor for banks because customer is the main source of
bank. Selection of customer is another important factor. Banks success and failure largely depends
on their customers. If customers are not good then they may create fraud and other problems by their
account with bank and thus destroy goodwill of banks. Therefore, bank must be conscious in
selecting its customer. For this reason Standard Bank Ltd. keep key information system.

Accounts Opening Process:

Recently, Bangladesh Bank has been declared, designed and enforced a unique format of form for
every banks. This format should hold the important document in a same manner and process
respectively for different kind of accounts. Standard Bank Ltd. is not different from this practice.
Accounts opening process can be as follows;

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Step 1
Receiving filled up application in banks prescribed form mentioning what type of account is
desired to be opened.
The form is filled up by the applicant himself/ herself
Two copies of passport size photographs from individual are taken and in case of firms
photographs of all partners are taken
Officer are taken information from customer by key information system

Step 2
Applications must submit required documents
Applications must sign specimen signature sheet and give mandate
Introducers signature and accounts number-verified by legal officer

Step 3
Filling & signing up KYC or Know Your Customer Form
Filling & signing up Owner Information Form

Step 4
Authorized Officer accepts the application

Step 5
Minimum balance is deposited-only cash is accepted

Step 6
Account is opened and a cherub book and pay-in-slip book is given

Information Required to Open Account

Accounts opening information that is collected by the Standard Bank Ltd. varies for each type of
account.
Individual Account:
Name

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 Present and Permanent Address

Date of birth and age
Nationality
Tax Information Number (TIN- if available)
Passport or certificate provided by the employer
Photograph of the account holder
one photograph of the nominee duly attested by the account holder.
Nominee declaration form
Money laundering leaflet
Partnership Firm:
All the required information mentioned for Individual Accounts; along with,
Copy of Partnership Dead
Mandate from the partners is essential indicating who will operate the account
Limited Company:
All the required information mentioned for Individual Accounts; along with,
Certificate of Incorporation
Copy of Memorandum and Article of Association
Certificate of Commencement

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Transfer of Account:
An account can be transferred from branch to branch and only from the same bank. Following steps
are considered for this purpose:
Application in written to the Manager of the account maintaining branch
Manager sends a request to the manager of the desired branch of depositors
Sends original Account opening application and specimen signature sheet with the
balance remained in the account at he sent Managers request
New account is opened at desired branch

Cheque Clearing
Bank receives all kinds of cheque in favour of the client for clearing. When cheque is received it is
necessary to endorse it and cross it specially
Types of Cheque

Explanation

Clearing Process

Inward Clearing Cheque

Cheque received from the clearing

house of Standard Bank Ltd.

Partys A/cDr. Al-Standard

Bank Ltd. General A/c

OBC

Cheques of other branch of

These cheques are directly sent

to the respective branch and
request them to send IBCA.
When it comes, then
customers A/c is credited for
the cheque.

(Outward Bills for Collection)

Standard Bank Ltd. within its

clearing house area.

Clearing Cheque

Cheques another bank within

Standard Bank Ltd. clearing house
area.

These cheques are sent to

clearing house Motijil Branch.
When drawee bank honour the
cheques, then the account of
cheque depositors are credited.

Outward Clearing

Cheques for another bank outside

the clearing area

If any branch of Standard Bank

Ltd. exists within the clearing
house area of drawee bank then
Standard Bank Ltd. sends the
cheque to that branch of
Standard Bank Ltd. and sends
IBCA to it.

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Inward Bills for Collection

(IBC)

From other branch of Standard

Bank Ltd

These cheques are settled by

IBCA, i.e. debiting depositors
account and crediting senders

From another bank outside the

clearing house

These cheques are settled

debiting depositors account and
sending DD, MT, TT in favour
of senders bank.
Table 11: (Cheque Clearing SBL website)

Clearing Department
Standard Bank Ltd. receives cheque, demand drafts and pay orders of their clients. Upon the receipt
of the instrument the cheque clearing section examines three types of payment modules.
Whether the Paying Bank within Dhaka City: The cheques clearing section of Standard Bank Ltd.,
Kamarpara Branch sends Inter Branch Debit Advice (IBDA) to the head office on the receiving day
of the instruments. The main branch takes those instruments to the clearing house on the following
day. If the instruments are dishonoured, Head Office of Standard Bank Ltd. sends IBDA to the
Standard Bank Ltd., Kamarpara Branch.
Whether the Paying Bank of their own branch: The cheque clearing section of Standard Bank Ltd.,
Kamarpara Branch sends Outward Bills for Collection (OBC) to the concerned paying branch to get
Inter Branch Credit Advice (IBCA) from the paying branch. If the paying branch dishonours the
instrument, the paying branch returns it to the Standard Bank Ltd., Kamarpara Branch describing
why the instrument is dishonoured.

Types of Cheque Collected by Clearing Department:

Local Bills Collection Cheques (LBC): Local bills collection cheques are those cheques,
which are collected and paid by two different branches of a bank situated in the same city.
Outward Bills Collection Cheque (OBC): OBC cheques are those cheques, which are
collected and paid by two different branches of same or different bank situated in the
outstation.
Transfer Cheque: Transfer Cheques are those cheques, which are collected and paid by the
same branch of Standard Bank Ltd.

Types of Clearing

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 Outward Clearing: Outward clearing means when a particular branch receives instruments
drawn on the other bank within the clearing zone and those instruments for collection through
the clearing arrangement is considered ad outward clearing for that particular branch.
Inward Clearing: When a particular branch receives instruments, which drawn on them and
sent by other member bank for collection are treated as inward clearing.

Remittance
Sending money from one place to another through some charges is called remittance. To pa or receive
money of customers in the form of remittance from one place to another, from one person to another
inside and outside the national boundary is an earning source of every bank. Kamarpara Branch,
Standard Bank Ltd. operates both the foreign and local remittance to serve its customers. In addition
this service is an important part of countrys payment system. Through this service, people can
transfer their funds from one place to another place very quickly.

Foreign Remittance
Foreign remittance is to send money of customers from one place to another, from one person to
another outside the national boundary. Though Kamarpara Branch, Standard Bank Ltd. is a non-ad
branch, it can able to serve the customers by receiving and paying their incoming foreign remittance in
the form of local currency. Foreign remittance is received by the bank via some internationally
authorized agents. There are two medium of agent for foreign remittance at Kamarpara Branch,
Standard Bank Ltd. These are Moneygram and Western Union.

Moneygram
Money gram is a money transfer medium/agent serves both domestic & international services. Its
identification number consists 12 digits.
The agents are identified by a serial number which has been supplied by the sender to receiver of
customer. After digit identification the dealing also verifies the receivers name with documents of
sender and e-mail of the agent. Verifying that, send an e-mail to the agent and transfer the amount to
the cash department for payment. Any one of the documents required to identify the receiver are as
follows:
National ID card
Salary Statement
Statement of tuition fees
Academic/ organizations ID card

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Local Remittance
Sending money of customers in the form of remittance from one place to another, from one person to
another inside and outside the national boundary is another earning source of every bank. As being a
non-ad branch Kamarpara Branch of Standard Bank Ltd. only operates the local remittance to serve
the customers. In addition, this service is an important part of countrys payment system. Through
this service, people can transfer their funds from one place to another place very quickly. There are
several techniques for collecting local remittance.
These are:
Demand Draft (DD)
Telegraphic Transfer (TT)
Pay Order
Pay Order
Pay order gives the payee the right to claim payment from the issuing bank. It is payment from
issuing branch only within the clearing house area of issuing branch. Payment is made through
clearing.
Examine gentility of the pay order.
Enter into Pay Order register and give contra entry
Debit, if the fund is sufficient then it is OK for payment.

Cash Section
The most vital and important section of the branch is Cash Department. It deals with all kinds of cash
transactions. This department starts the day with cash in vault. Each day some cash that is opening
cash balance are transferred to the cash officers from the cash vault. Opening cash balance is
adjusted by cash receipts and payments. This figure is called closing balance. This balance is then
added to the vault. This is the final cash balance figure for the bank at the end of any particular day.
There is an important clause and duty practiced by the branch is to refund the principal amount that
exceeds more than Tk. 1 corer at the principle branch of the bank.
Books Maintained By This Section
Vault Register: It keeps account of cash balance in vault in the bank.
Cash Receipt Register: Cash receipt in whole of the day is recorded here.

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 Cash Payment Register: Cash payments are made in a day are entered here.

Rough Vault Register: Cash calculation for final entry in vault register is done here as any
error and correction here is not acceptable
Cash Balance Book: Balance here is compared with vault register. If no difference is found,
indicates no error.

Functions of Cash Department:

Cash Payment
1. Cash payment is made only against cheque.
2. This is the unique function of the banking system, which is known as payment on demand.
3. It makes payment only against its printed valid cheque.
Cash Receipt
1. It receives deposits in form of cash
2. It collects money only its receipts forms.

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Cheque Cancellation or Cash Payment Process:

Step 1
Receiving Cheque by the employee in the cash counter
Verification of the followings by the cash Officer in the computer section

Step 2
Date of the Cheque (present within 6 months from issue date)
Issued from this branch
Amounts in figure and sentence written does not differ
Signature of the drawer does not differ
Cheque is not torn or mutilated

Step 3
Gives pay cash seal and sends to the payment counter

Step 4
Payment officers make payment

Services of SBL:
As a commercial bank Standard Bank Limited provides all general banking services like Savings
Account Current Account and STD Account. It issues Demand Draft, Pay Order for transfer of
Money. It has provisions for other Deposit Schemes as well.
As special products Standard Bank has provisions for Consumer Credit Scheme and House Building
Loan for its customers.

Deposit Schemes of Standard Bank Limited:

Bank is the largest organization of mobilizing surplus domestic savings. For poverty alleviation we
need self-employment, for self-employment we need investment and for investment we need savings.
In the other words, savings help capital formations and the capital formations held investment in the
country. The investment is its turn helps industrialization leading towards certain of wealth of the
country and the wealth finally takes the country on road to progress and prosperity. As such, savings

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is considered as the very basis of prosperity of the country. The more the growth of savings, the
more will be the prosperity of the nation.
The saving rate in Bangladesh is one of the lowest in the world rate of domestic saving being
17.78%. In order to improve the savings rate, financial institutions are responsible. For mobilization
of savings they should offer attractive savings schemes. So that, the marginal propensity to save
increases. The savings do not, of course, depend only on the quantum of income but largely depend
on the habit of savings of the people.
With the growth of middle classes and other classes of people having monthly & regular sources of
income SBL has come up with a scheme named scheme deposit. The following accounts are under
scheme deposit:

Savings Deposit Account.

Current Deposits Account.
Fixed Deposits (Term Deposit).
Short Term Deposits.
Special Schemes.

Savings Deposit Account:

All the accounts are opened with a deposit of money by the customer and hence these accounts are
called deposit. This is such kind of account that provides a rate of profit on the principal deposit. On
the time of opening a Savings Deposits Account I learnt that, savings account can be single or joint.
Besides educational institutions, clubs/societies, associations and financial institution can also open
he savings account. In the SBL savings account is denoted as SB.
Savings Bank Account may be opened in the name of adult individual who are mentally sound and
also jointly in the names of two or more persons payable to either or both or all of them or to the
survivor or survivors. Account shall be opened with at-least a minimum initial deposit of Tk. 1000/-

Interest rate:
Standard Bank Limited is providing 5% interest on Savings account.
FDR (1 Month but < 3 months) Any amount 7.00%
FDR (6 Months but < 1 Year) Any amount 8.75%
FDR (1 Year but < 3 Years) Any amount 8.50%

Current Deposit Account:

Current bank account is opened by businessmen who have a number of regular transactions with the
bank, both deposits and withdrawals. Current account can be opened in co-operative bank and
commercial bank. The current account portion pays no or very low interest, while the savings portion
pays an above average return. They are offered free or for a fee depending on minimum or average

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balance requirements. In current account, amount can be deposited and withdrawn at any time
without giving any notice. It is also suitable for making payments to creditors by using cheques.
Cheques received from customers can be deposited in this account for collection.

A Current Deposit Account may be opened by individual, firm, company

& club, association, body corporate etc.
Funds in the Current Deposit Account is payable on demand.
No interest is payable on balances of Current Deposit Accounts.
Current Deposit Account may be opened with a minimum initial balance of Tk.1000/ Minimum balance to be maintained in the account is Tk.500/ Illiterate persons shall be discouraged to open Current Account. If opened Withdrawal shall
be allowed on personal appearance of the account holder.

Short Term Deposit Account:

Standard Bank Limited also receives short term deposit from the clients. The STD account is
different from the interest-based banks. It is also a time Deposit account. The formalities for opening
of this account are similar to those required for Savings Account. The only difference is that seven
days notice is required for withdrawal of any sum and profit is paid. The rate of profit for this
account is 5.00%. If the withdrawal on demand is desired, it may be paid subject for the feature of
profit for the period of notice or the expired of notice.

Fixed Deposit Account (FDR):

Standard Bank Limited follows the Interest rate given by the Bangladesh Bank. Revised rate of
interest on deposits
SL.NO.
1
2
3
4

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Category of Deposits
FDR for 1 (one) month
FDR for 3 (three) months
FDR for 6 (six) months

The Rate of Interest

7%
7%
8.75%

FDR for 12 (twelve) months or more.

8.50%
Table 12: Interest Rate of FDR (Source: Website of SBL)

Special Schemes offered by SBL:

SBL provides various types of deposit schemes. Process & Procedure of opening, closing & Interest
rate of deposit schemes of SBL are appended below SBL Regular Deposit Program (SRDP)
SBL Regular Income Program (SRIP)
SBL Double Income Plus (DI+)
SBL 5(Five) Lac Savings Scheme
SBL 10(Ten) Lac Savings Scheme
SBL Lakhopati Plus (SLP+)
SBL Millionaire Plus (SMP+)

SBL Regular Deposit Programme (SRDP):

SRDP is special savings plans that allow customer to save monthly basis and get a handsome
Amount at maturity. SRDP Account gives customer the convenience of saving regularly in time with
customers monthly income stream. So, if anyone wants to create a big savings to fulfil his or her
cherished dream SRDP in the right solution.
To open a SRDP Account all customer need is to be over 18 years of age and a Bangladeshi
Citizen.
Customer can open a SRDP Account within first 25 days of the month by filling up a
prescribed account opening form at any Branch of Standard Bank Limited.
Customer need to open a SRDP Account for 3 (three) or 5 (five) years or 7 (seven) years or10
(ten) years, i.e. 36 or 60 or 84 or 120 equal monthly deposits respectively.
Under the SRDP customer can choose between a minimum monthly deposit amount
ofTk.300.00 and a maximum amount of Tk.10000.00
Monthly deposit amount and amount receivable after 3/5/7/10 years

SBL Regular Income Programme (SRIP):

SBL Regular Income Program is an income program, which helps you to earn a monthly
fixed amount on your deposits at SBL for period of 3 years.

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 Deposit of Tk. 50,000/- (Fifty Thousand) and multiples thereof but maximum limit of Tk.
25, 00,000/- (Taka Twenty Five Lac) at a time and depositor will earn 36 equal monthly
profit.

SBL Double Income Plus (DI+) Programme:

Deposit of Tk. 10,000/- (Ten Thousand) and multiples thereof will be acceptable under this
program.
A specially designed receipt shall be issued for the deposit under this program.
The instrument shall be issued for 6 years.
At maturity after 6 years the depositor will be get double plus (DI+).
If any depositor intends to withdraw his deposit before maturity, the following rules will
apply:i.

No benefit including interest/profit shall be allowed for pre-mature encashment

within 1(one) year.

ii.

If the accounts/deposits are closed/en-cashed after 1 (one) year of its opening interest
shall be allowed on the deposit at prevailing FDR Interest Rate.

The instrument will be acceptable as collateral security against any investment subject to
registering lien with the issuing Branch.

SBL 5 (Five) Lac Savings Scheme:

Anybody can open this scheme by Deposited Tk.5,000/-(five thousand) only per Month.
The tenure of the scheme is 6 (six) years.
After Six Years Depositor will get Tk. 5, 20,000/-.
If failure to pay monthly instalment on due dates he/she will pay penalty of Tk. 20/-(twenty)
on next subsequent instalment.
In case of premature close of the account the account holder will get savings rate interest but
not interest less than 6 (six) months.
If 4 (four) consecutive monthly instalment unpaid the account will be closed automatically

SBL 10 (Ten) Lac Savings Scheme:

Anybody can open this scheme by deposited Tk. 4,500/- (four thousand five hundred) only
per month.

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 This scheme tenure 10 (Ten) years.

After 10 (Ten) years depositor will get Tk. 10,00,000/ If failure to pay monthly instalment on due dates he/she will pay penalty of Tk. 20/-(twenty)
next subsequent instalment.
In case of premature close of the account the account holder will get saving rate interest but
not interest less than 6 (six) months.
If 4 (four) consecutive monthly instalment unpaid, the account will be closed automatically.

SBL Lakhapoti Plus (SLP+) Programme:

The depositor will have the option to choose any instalment size at the time of opening of
the account and will not be allowed change the size of instalment afterwards.
In case of premature closing of the account minimum after 1 (one) year completion, the
account holder will get Saving Rate of Interest only. But no interest will be paid before 1
(one) year completion of continued payment.
In case of premature close of the account the account holder will get savings rate interest
but not interest less than 6 (six) months.
If any client fails to pay monthly instalment on due dates in maximum 4 (four) months
he/she will pay penalty of Tk. 20/- (Twenty) per month to the next subsequent instalment.
If any client fails to pay 4 (four) consecutive monthly instalments the account will be
closed automatically.

SBL Millionaire Plus (SMP+) Programme:

The depositor will have the option to choose any instalment size at the time of opening of
the account and will not be allowed change the size of instalment afterwards.
In case of premature closing of the account minimum after 1 (one) year completion, the
account holder will get Saving Rate of Interest only. But no interest will be paid before
1(one) year completion of continued payment.
In case of premature close of the account the account holder will get savings rate interest
but not interest less than 6 (six) months.
If any client fails to pay monthly instalment on due dates in maximum 4 (four) month
she/she will pay penalty of Tk. 20/- (Twenty) per month to the next subsequent
instalment.

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 If any client fails to pay 4 (four) consecutive monthly instalments the account will be
closed automatically.

Other Deposit Scheme:

Car Deposit Scheme.

Travel Deposit Scheme.
Wage Earners Deposit Scheme.
Household Durable Deposit Scheme.
Tuition Deposit Scheme.

Other Fields of Activity:

In addition to above SBL performs Corporate Banking, SME Banking, Merchant Banking,
Islamic Banking and Remittance Services.

Major Competitors:
Islami Bank Bangladesh Limited.
Shahjalal Islami Bank Ltd.
Dutch Bangla Bank Ltd.
ONE Bank.
Jamuna Bank Limited.
Premier Bank Limited.
BRAC Bank.
Standard Chartered Bank.
Midland Bank.

Standard Bank Limited (Kamarpara Branch):

In 2010 SBL launched the Kamarpara Branch. According to the position, it is 48th branch.
Kamarpara branch started its operation from 12th January, 2010. Chairman of Standard Bank Limited
Kazi Akramuddin Ahmed, Managing Director SA Farooqui, Additional Managing Director Md
Nazmus Salehin and other high officials of the bank were also present on the occasion or
inauguration.

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Address:
Standard Bank Limited
Kamarpara Branch
A.R. Complex, 75 Kamarpara
Turag, Uttara, Dhaka
Phone- 02-8981591-1
Mobile 01711692004

Branch Employee Structure:

Sl. No.

Name

Designation

01
02
03
04
05
06
07

Khandokar Dedarul Rahman

Manager & AVP

Md. Obaydur Rahman

AtiqurRahman
Ruhul Amin
Roksana Akter
Yunys Khan
Ahsan Habib

2nd Man & SEO

Senior Officer
TAO
AO(Cash)
AO(Cash)
AO(Cash)

Table 13: Branch Employee Structure (Source: SBL, Kamarpara Branch)

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Chapter-5
Job
Description

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Internship at SBL:
I had been working in Standard Bank Limited since 7th May to 7th August 2015. My
association with this bank is being a part of the General Banking Section (GB). So, I have
tried my level best to learn a lot about General Banking (GB). The nature of work was quite
basic as an intern; nevertheless I get to see what practical life is.
The duties what I have performed are account opening, Cheque requisition, Cheque
delivery, Cheque issue, Client account statement, Debit card and SMS banking service,
Client data entry or edit and Contacting with clients.

Description of my job at SBL:

Accounts Opening:
Account opening is the most important issue in general banking. It is the first phase of
customers who are going to get services from the bank. Standard Bank Limited offers
different types of account for different customers. These are as follows:

Current Account
Savings Account
Fixed Term Deposit account (FDR)
Short Term Deposit (STD/DPS)

Opening an account is the first step to be a customer of Standard Bank Limited and
enjoying different services of it. For depositing and withdrawing money from The Standard
Bank and having other services, an account is mandatory for every individual and
institutional customer. So my responsibility was to give premium quality services and
attempt to sustain our customer for a long time with Standard Bank.

Closing Accounts:
Customer accounts are closed for many reasons. So I closed accounts with maximum
attention to the customer so that next time when they will think about opening a bank
account, Standard Bank Limited will come to their mind as a preferred choice.

Receiving Cheque Requisition:

A cheque requisition is received from the customer for giving a new cheque book
containing a specific number of pages mentioned by customer. I received the cheque
requisitions throughout the day and sent the list to the head office at the end of the day.

Debit Card Issue:

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VISA and Master Card & debit card issue is a process for the customer who wants to have a
new debit card for the first time or who lost his or her card and want to have another. I
issued debit card for different customers.

Pay Order Issue:

Pay order has been issued to serve the customer who wants send money not in cash rather in
cheque. It reduces the cash carrying risk. I filled up the pay order slip to help out the
customers.

Cheque Delivery:
After giving cheque requisition customers need to wait for their cheque book. After cheque
requisition normally it takes couple of working days to delivery cheque book to respective
customers. After that customers need to collect their cheque book from our branch.

Cheque Issue:
When customers come to our premises for collecting their cheque book, they need to sign it
in a register book. After that I issued their cheque book and give it to them. After issuing
cheque book they can use their cheque book at any time when they wish. But it has to be in
between transaction hour, which is 10am to 4pm.

Clint Account Statement:

Some customers ask for their bank account statement. According to demand I give bank
account statement to our customers.

Clint Data Entry of Edit:

In the account opening form customers write the details according to what is asking for.
After filling the form I need to cheek it. After that I need to entry those data in computer
through banking software. In the banking software there are minimum two pages that we
need to fill out. In this software I can also edit the data if required.

Contacting with Clients:

I was assigned often with contacting with the clients over telephone to inform them if they
were supposed to contact with the bank authorities with any required documents as per the
instruction of the SBL authorities.

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Chapter-6
Results
&
Discussion

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Result and Discussion:

To complete my internship report on General Banking Activities of Standard Bank Limited
(SBL): Kamarpara Branch, I took 50 respondents from different type of customers who come
to the Kamarpara branch to obtain different services of Standard Bank Limited. Here goes the
result of the survey below.

1. Sample`s Frequency Distribution based on Age

SI.NO.

Age Group

Frequency

Percentage

18-25 Years

16%

26-33 Years

16

32%

34-50 Years

24

48%

51 & Above

4%

n50

100%

Table 14: Sample`s Frequency Distribution based on Age.

Interpretation: The survey result of age group distribution indicates that, young and
medium age customers is Higher and Old age customer is lower respectively which is less
than other two age group. It is happened because of the lacking of prompt service.

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2. Sample`s Frequency Distribution based on Profession

Sample`s Frequency Distribution based on

Profession
Housewife
Student 12%
2%

Service
16%
Business
70%

Fig 2: Sample`s Frequency Distribution based on Profession

Interpretation: Result from profession distribution indicates that there are only 2%
students who visit the bank. This number is small rather than other profession. It is
because of less or no product or service for students.

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3. SBLs most attractive product according to the customers

SBLs most attractive product

40
35
30
25
Frequency
20

Percentage

15
10
5
0
Savings

Others

Current

DPS

Fig 3: SBLs most attractive product according to the customers

Interpretation: When asked the customers about SBLs most attractive product, 34%
respondents have gone with the Savings. 24% believes that SBLs DPS is most attractive.
20% people think that FDR is attractive whereas others (special deposit schemes) are the
most attractive to 18% customers

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4. Gender of the respondents

Gender of the respondents

Female
42%
Male
58%

Fig 4: Gender of the respondents.

Interpretation: From this figure we see that 58% respondents of my questionnaire are
male and 42% respondents are female. So the majority of the customers of Kamarpara
branch of the Standard Bank Limited are male.

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5. Monthly income of the respondents

Monthly income

Frequency

Percent

Less than 10000

12%

10000 - 30000

16

32%

31000 - 50000

15

30%

51000 - 70000

11

22%

More than 70000

4%

Total

50

100%

Table 15: Monthly income of the respondents

Interpretation: From the table of the Monthly income of the respondents I have found
that 32% respondents earn between 10000-30000 taka and 30% respondents monthly
income is between 31000-50000 taka. Less than TK 10000 earning customers percentage
are 12% and 22% customers earn between 51000-70000 taka in a month. Only 4% people
earn more than 70000 taka.

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6. Education Level of the respondents

Education Level
Primary

Frequency
8

Percentage
16%

Secondary

20

40%

Graduate

10

20%

Post Graduate

16%

Uneducated

8%

Total

n50

100%

Table 16: Education level of the respondents

Interpretation: From this table we see that the education level is based on five categories.
16% customers have primary education, 40% have secondary education, 20% customer
are graduate, 16% are post graduate and 8% customers are uneducated.

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7. Time of account having with SBL

Time of account having with SBL

40
35
30
25
20
15
10
5
0

< 1 year

1-2 year

3-4 year

5-6 year

> 6 year

Frequency

12

17

Percentage

24

16

34

18

Fig 5: Time of account having with SBL.

Interpretation: From this above figure we see that the Customer of kamarpara branch
is banking with SBL since a long time. 34% customers are taking service for 3-4 years.
Lowest percentage is 8% whose are banking for more than 6 years. It denotes the degree
of keeping promises by the bank with a certain period of time.

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8. Willingness of help among the employees in SBL

Strongly Agree

Agree

Percentage

Neutral

Frequency
Disagree

Strongly Disagree

10

20

30

40

50

Fig 6: Willingness of helping among the employees in SBL

Interpretation: From this above figure we see that the most of the people agree that
SBL General Banking Activities is good enough. 44% who strongly agree and no one
disagree on that.

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9. Completion of clients transactions by SBL authority

Completion of clients transactions by SBL

authority
Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

0%
0%

20%
20%

42%42%

38%
38%

Fig 7: Completion of clients transactions by SBL authority

Interpretation: From this above figure we see that the most of the people agree that
SBL completes your transactions rapidly. 42% customers strongly agree, 20% are neutral
on that and no one disagree.

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10. Customer Satisfaction from the Front Desk help

45
40
35
30
25

Frequency

20

Percentage

15
10
5
0
Strongly
Disagree

Disagree

Neutral

Agree

Strongly
Agree

Fig 8: Satisfaction from the Front Desk help

Interpretation: From this above figure we see that the most people agree that SBL
guidance at the entrance of the branch is satisfactory. 44% strongly agree and 4% strongly
disagree.

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11. If employees in SBL give prompt service to the customers

Strongly Agree

Agree
Percentage

Neutral

Frequency
Disagree

Strongly Disagree
0

10

20

30

40

50

Fig 9: If employees in SBL give prompt service to the customers

Interpretation: From this above figure we see that the most of the people agree that
SBL employees in SBL give the customers prompt service. 50% customers strongly agree
and no one disagree.

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12. Instant solution

Instant solution
60
50
40
30
20
10
0

Disagree

Neutral

Agree

Frequency

Strongly
Disagree
0

10

27

Strongly
Agree
13

Percentage

20

54

26

Fig 10: Duration of waiting for solution

(Source: Survey Questionnaire data collected by interviewing the customers)

Interpretation: From this above figure we see that the most of the people agrees that
SBL employees in SBL give instant solution of different problems faced by the customers.
54% of them agree and no one disagree.

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13. If the behaviour of employees in SBL installs confidence among the

clients

Perception

Frequency

Percentage

Strongly Disagree

Disagree

2%

Neutral

11

22%

Agree

25

50%

Strongly Agree

13

26%

Total

50

100%

Table 17: If the behaviour of employees in SBL installs confidence among the clients

Interpretation: From this above figure we see that the most of the people agrees that
the behaviour of employees in SBL installs confidence among customers. 50% agrees and
2% disagrees.

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14. Feeling of safety among clients in transactions with SBL

Perception

Frequency

Percent

Strongly Disagree

0%

Disagree

0%

Neutral

13

26%

Agree

21

42%

Strongly Agree

16

32%

Total

50

100%

Table 18: Feeling of safety among clients in transactions with SBL

Interpretation: From this above figure we see that the most of the people feel safe in
transitions. 26% are neutral 32% strongly agrees and no one disagrees.

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15. If clients think that the SBL Kamarpara Branch needs to improve
their General Banking Activities

60

54

50
40
32
27

30
20

16

14
7

10
0

Strongly Disagree

Disagree

Neutral
Frequency

Agree

Strongly Agree

Percentage

Fig 11: If clients think that the SBL Kamarpara Branch needs to improve their General
Banking Activities

Interpretation: From this above figure we see that the most of the people opine a yes.
SBL needs to improve their General Banking Activities. 54% are agrees and no one
disagrees.

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Economic Analysis:
Standard Bank Limited
Kamarpara Branch
A.R. Complex, 75 Kamarpara
Turag, Uttara, Dhaka

Table 19: Cost & Return

Item
Variable cost
Employers
Stationary
Others

Quantity

Amount (Taka)

7
11
8

4,50000
20,000
50,000

31.7
1.41
3.52

5 ,20,000

36.63

Total variable cost

Fixed Cost
Machine
Building

19
1

5,00,000
3,00,000

35.21
21.12

Furniture
Total fixed cost
Total cost
BCR

27

1,00,000
9,00,000
14,20,000
8.178

7.04
63.37
100

Note: others (Transport cost, Electricity bill)

In this table Total variable cost is 5, 20, 000, TK and Total Fixed cost is 9, 00,000.
So, Total cost is 14, 20,000 taka & BCR is 14.59.

Total Revenue: In this data Price is 2000 Quantity is 6435 12,870,000 and out of Loan
the amount is 70, 00000, Foreign Remittance amount is 5, 50,000 and Local Remittance
amount is 3, 00000 .So Total Revenue is 20, 720,000 Taka.
BCR=TR/TC

Total Income=TR-TC

=20, 720,000/14, 20,000

=20, 720,000-14, 20,000

=14.59

=19,300,000

Note: In Economic Analysis and Branch analysis have some differences because they dont
including or give the correct data to the interns.

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Chapter-7
Findings
&
Analysis

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Assessing General Banking Customer Satisfaction Level at SBL:

The result of the assessment by taking questionnaire survey is satisfactory. There is a large
number of customers who says that guidance at entrance and seek pardon for making wait
is average that it is neither satisfactory nor dissatisfactory. Assurance of competency,
courtesy, credibility & security, from customers point of view, all dimensions listed under
Assurance head (employees behaviour instil confidence in customers, safe felling in
transactions, consistent good courtesy of employees & having decent knowledge of
employees in answering customers queries)are quite satisfactory.

Findings from questionnaire:

The findings from the questionnaire survey are as follows:
The survey result of age group distribution indicates that, young and medium age
customers is Higher and Old age customer is lower respectively which is less than
other two age group. It is happened because of the lacking of prompt service.
Result from profession distribution indicates that there are only 2% students who visit
the bank. This number is small rather than other profession. It is because of less or no
product or service for students.
When asked the customers about SBLs most attractive product, 34% respondents
have gone with the Savings. 24% believes that SBLs DPS is most attractive. 20%
people think that FDR is attractive whereas others (special deposit schemes) are the
most attractive to 18% customers
The survey result of gender that 58% respondents of my questionnaire are male and
42% respondents are female. So the majority of the customers of Kamarpara branch
of the Standard Bank Limited are male.
The survey result of monthly income of the respondents shows that 32% respondents
earn between 10000-30000 taka and 30% respondents monthly income is between
31000-50000 taka. Less than TK 10000 earning customers percentage are 12% and
22% customers earn between 51000-70000 taka in a month. Only 4% people earn
more than 70000 taka
The survey result of the education level is based on five categories. 16% customers
have primary education, 40% have secondary education, 20% customers are
graduates, 16% are post graduate and 8% customers are uneducated.
According to the survey result, the customers of kamarpara branch are banking
with SBL since a long time. 34% customers are taking service for 3-4 years.

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Lowest percentage is 8% whose are banking for more than 6 years. It denotes the
degree of keeping promises by the bank with a certain period of time
From the questionnaire survey we find that the most of the people agree that SBL
General Banking Activities is good enough. 44% who strongly agree and no one
disagree on that.
According to the survey result, the most of the people agree that SBL completes
your transactions rapidly. 42% customers strongly agree, 20% are neutral on that
and no one disagree.
From the questionnaire survey we find that the most people agree that SBL
guidance at the entrance of the branch is satisfactory. 44% strongly agree and 4%
strongly disagree.
According to the survey result the most of the people agree that SBL employees in
SBL give the customers prompt service. 50% customers strongly agree and no one
disagree
Most of the people agree that SBL employees in SBL give instant solution of different
problems faced by the customers. 54% of them agree and no one disagree.
Most of the people agree that the behaviour of employees in SBL installs
confidence among customers. 50% agrees and 2% disagrees.
According to the survey result, most of the people feel safe in transitions. 26% are
neutral 32% strongly agrees and no one disagrees

From the questionnaire survey we see that the most of the people opine a yes. SBL
needs to improve their General Banking Activities. 54% are agrees and no one
disagrees.

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Analysis of Deposit:

Fig 12: Deposit (Source: Annual Report 2014 SBL)

SBL invests their funds in different sectors. They actually diversify their deposit by
investing their funds in the share of different companies, zero coupon bonds, debenture,
Govt. bond, Govt. security, and other bonds. In 2014 Total Deposit amount was 97302 and
percentage was 100%.The deposit for the year 2010 is 58345 million and in the year 2011
is 63871 million. In the year 2014 deposit amount was increased by Tk. 9340 million than
the previous year. The main reasons for increasing deposit in 2014 were the reduction of
the government securities and bond.

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Fig 13: Deposit portfolio mix

Analysis of Loan and Advances:

Fig 14: (Source: Annual Report 2014 SBL)

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Total Loans and Advances figure of the bank has risen up to TK 80449 as on 2014 in
comparison to TK 74050 million on 2013.

Assets Mix:

Fig 15: Asset mix (Source: Annual Report 2014 SBL)

Operating Profit:

Fig 16: Operating profit (Source: Annual Report 2014 SBL)

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Non Interest Income:

Fig 17: Non Interest income (Source: Annual Report 2014 SBL)
Total Non-Interest Income in the figure of the bank has raised upto TK 3052 as on 2014 in
comparison to TK 2803 million as on 2013 which indicates as increasing over the figure of
last year.

Deposit Maturity and Particulars Rate:

All deposits initially recognized at cost, being fair value of the consideration given,
including acquisition charges associated with the deposit. Premiums are amortized and
discounts accredited, using the effective yield method and are taken to discount income.

Branch Information

Deposits Name
Saving
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Current

SND

SRDP

Double

FDR

Total

4276

454

332

Income
50

Number

Percentage

Saving

4276

66.449106

Current

454

7.0551671

SND

0.04662

SRDP

332

5.1592852

Double Income

50

0.7770008

FDR

1320

20.512821

Total

6435

100

1320

6435

Table 20: (Source: Recoded data in 2014 SBL Kamarpara branch)

Interpretation: According to this table above, the higher percentage of Deposit is

66.449% in Savings account. 2nd Higher Deposit is 20% in FDR and Lower Deposit is
0.047% in SND. Total Deposit in Standard Bank Limited (Kamarpara Branch) is 6435 and
counting.

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Chapter-8
Recommendation
&
Conclusion

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Summary and Conclusion:

The importance of banks is increasing among the clients gradually which leads to increase
competition as well. All the Commercial Banks are offering almost the same products and
services and their operation system is almost same. But the ways they provide the services
are different from each other. So people choose their bank according to their satisfaction
and need. And they will prefer the bank of which service is easily accessible and
understandable. On the other hand, bank innovate new products and services to attract
their desired customers. In short, SBL is such a Commercial Bank which is rendering all
commercial banking services to the customers. They believe in developing strong
interpersonal relationship with each other. As such, they are morally bound to provide
high quality banking services with the latest technology to obtain optimum return on
shareholder's equity ensuring safety of depositor's money. Though they are already
practicing such thing but sometimes they face some problems. Those problems arise
because sometimes they dont know the perception of deposit holders. In the internship
period I noticed that problem. They believe in developing strong interpersonal relationship
with each other. As such, they are morally bound to provide high quality banking services
with the latest technology to obtain optimum return on shareholder's equity ensuring safety
of depositor's money and making all out efforts to introduce their innovative Islamic
Banking products to their existing and prospective customers. Banks always contribute
towards the economic development of a country. SBL compared with other banks is
contributing more by investing most of their funds in fruitful projects leading to increase
in production in the field of Export and Import Business. It is obvious that the right
thinking of this bank including establishing a successful network over the country and
increasing resources, will be able to play a considerable role in the portfolio of
development of financing in a developing country like ours. So, I decided to make a
research based on General Banking Activities of Standard Bank Limited. To do this study,
I conducted a survey which was done by the customer of Standard Bank Limited,
Kamarpara Branch. After getting their opinion, I have tried to provide some solution as
recommendation to recover from this problem. That is how the report on the General
Banking Activities of Standard Bank Limited, Kamarpara Branch has been prepared.

78 | P a g e

Recommendations:
Proper future forecasting is much more needed in case of credit or investment
opportunities.
The bank has to improve their deposit policy. The deposit of the bank should be
more diversified.
New investment schemes should be introduced to meet customer demands to stay
ahead in competition and better satisfy customer requirements.
The productive sectors of our country are not so developed. So the bank has to
invest on the productive sector of our country to improve this sector for the
betterment of our economic condition.
The bank is overloading the clients by charging so much documents and papers
which seems to the clients being harassed by the relevant officer. The procedure of
consumer credit process should be more flexible and ease.
The bank needs to extend the business to existing clients through more product
range and penetrate new markets through expansion of network in rural areas.
They have to make the regular review of the worse accounts.
The credit management of the bank or the investment appraisal committee should be
strong enough so that they can reduce the default rate.
The bank has to ensure adequate and timely loan loss provisions are made based on
actual and expected losses.

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Bibliography:
Websites & Internet Documents:
Standard Bank Limited Website
<http://www.standardbankbd.com>
An Analysis of Financial Performance
<http://www.scribd.com/doc/15074491/An-Analysis-of-Financial-Performance>
Bangladesh Bank Website
<http://www.bangladeshbank.org>
Wikipedia: List of banks in Bangladesh
<http://en.wikipedia.org/wiki/List_of_banks_in_Bangladesh>

Others:

Annual Report of SBL, 2014

Statement of Affairs-2013 & 2014 of SBL in Kamarpara Branch
Various publications of Standard Bank Limited
Previous Reports
Website of SBL

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Appendix:
Appendix I:

Five Years Financial Condition:

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Appendix II:
Survey Questionnaire:
Name:
Address:

1. Whats your profession?

2. Whats your monthly income?

3. Whats your educational qualification?

4. What is the most attractive product of SBL?

5. How many days are you banking with SBL?

6. Do you think the SBL employees are willing to help?

a. Strongly disagree
b. Disagree
c. Average
d. Agree
e. Strongly agree

7. Do you think the SBL completes your transaction rapidly?

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a. Strongly disagree
b. Disagree
c. Average
d. Agree
e. Strongly agree

8. Do you find the front-desk help satisfactory?

a. Strongly disagree
b. Disagree
c. Average
d. Agree
e. Strongly agree
9. Do you think the SBL employees give you prompt service?
a. Strongly disagree
b. Disagree
c. Average
d. Agree
e. Strongly agree
10. Can SBL employees give instant solution of your problem?
a. Strongly disagree
b. Disagree
c. Average
d. Agree

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e. Strongly agree
11. Does the behaviour of the SBL employees install confidence in you/?
a. Strongly disagree
b. Disagree
c. Average
d. Agree
e. Strongly agree
12. Do you feel safe I with the transaction with SBL?
a. Strongly disagree
b. Disagree
c. Average
d. Agree
e. Strongly agree
13. Does the SBL kamarpara branch need any measure to take for the improvement of their
general banking activities?
a. Strongly disagree
b. Disagree
c. Average
d. Agree
e. Strongly agree

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