Executive Summary

As we know several commercial Banks are operating in Bangladesh, there

management procedures are almost same in a sense but there trading in services are
very much different. I am taking the topics of “Customer Management Procedure: A
Study on Some Private Commercial Banks of Bangladesh” and working with 15
reputed commercial Banks which 13 are Bangladesh private Banks and 2 are
multinational commercial Banks. I have done a survey with these Banks where I was
taking 45 customers and 30 Banks employees. I made a different questionnaire for
customers and employees. Their responses are given in different charts and explained
in findings and analysis chapter where anyone can get a idea of thesis topics.

In the introduction part I have try to discuss the objectives of the study, scope of the
study, sources of data, data analysis and the method which to use for collecting the
information and also the limitation of the study. The report contains profile of SCB,
HSBC IBBL, DBL, MTBL, NBL, EBL, EXIMBL, SOUTHEASTBL, UCBL, BBL,
DBBL, CBL, PBL, and OBL banks Bangladesh Limited in small perspectives. I have
tried to viewpoint some literature review on customer Management on banking
services.

This thesis paper find out the significant factors those are mostly affect the customer
Management and their perception. I have find out the average value of those factors. I
have showing the findings and analysis of those significant factors in the perspective
of the SCB, HSBC IBBL, DBL, MTBL, NBL, EBL, EXIMBL, SOUTHEASTBL,
UCBL, BBL, DBBL, CBL, PBL, and OBL banks Bangladesh Limited. This report try
to mention some criteria those are significantly affect the customer perception. These
factors are not inevitable. The banking sector should be emphasis these factors,
otherwise they will must be failure in job market.

Customer Management Procedure and satisfaction is an ambiguous and abstract

concept and the actual manifestation of the state of satisfaction will vary from person
to person and product/service to product/service. The state of satisfaction depends on
a number of both psychological and physical variables which correlate with
satisfaction behaviors such as return and recommend rate. The level of satisfaction
can also vary depending on other options the customer may have and other products
against which the customer can compare the organization's products. Those are
emphasis in the part of findings and analysis.
Organizations are increasingly interested in retaining existing customers while
targeting non-customers; measuring customer satisfaction provides an indication of
how successful the organization is at providing products and/or services to the
marketplace.

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Introduction

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1.1 Introduction:
It is said that banking in its form is as old as authentic history. As early as 2000 B C.
Babylonians had developed a system of banks. During the early periods, although the
banking business was mostly done by private individuals, many countries established
public banks either for the purpose of facilitating commerce or to serve the
government. The bank of Venice established in 1157, is supposed to be the most
ancient bank. Originally it was not a bank in the modern sense, being simply an office
for the transfer of the public debt.
After the partition of British India in to Pakistan and India, Bangladesh becomes
integral part of Pakistan. Immediately after independence in 1971 an export
committee was appointed to study the issue of banking in the Pakistan. On the
recommendation of the export committee, the reserve bank of India continued its
functions in Pakistan up to 30 th September 1948 and thereafter the state bank of
Pakistan, having been established on 1st July 1948, started functioning and the full
control of banking and currency.
The number of banks in all now stands at 49 in Bangladesh. Some are nationalized
commercial banks, specialized banks, private commercial banks, foreign banks,
Islamic banks. All banks are trying to give customer Management Procedure and
satisfaction by provide their full products and services of their banks to the customers.
Because customer Management and satisfaction is so important in banking services.
Without customer it’s not possible to go on a bank and due to stick a customer we
must provide satisfactions to the customers. It is also a vital part of banking services.
Customer Management and satisfaction, a business term, is a measure of how
products and services supplied by a company meet or surpass customer expectation. It
is seen as a key performance indicator within business and is part of the four
perspectives of a Balanced Scorecard. Customer satisfaction is an ambiguous and
abstract concept and the actual manifestation of the state of satisfaction will vary from
person to person and product/service to product/service. The state of satisfaction
depends on a number of both psychological and physical variables which correlate
with satisfaction behaviors such as return and recommend rate. The level of
satisfaction can also vary depending on other options the customer may have and
other products against which the customer can compare the organization's products.

Because satisfaction is basically a psychological state, care should be taken in the

effort of quantitative Management measurement, although a large quantity of research
in this area has recently been developed in a competitive marketplace where
businesses compete for customers, customer Management and satisfaction is seen as a
key differentiator and increasingly has become a key element of business strategy.

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1.2 Objectives of the report:
The purposes of this report are given below:
 To know the customer management in banking services.
 To highlight the problems in banking services.
 To acquire the knowledge about the customer Management Procedure in
banking services.
 To measure Customer Management Procedure in Banking services.
 To find out the reason of the customer dissatisfactions (if any).
 To discuss about customer services in banking services.
 To discuss the area of dissatisfactions of banking services.
 To design customizing methods of tracking Customer Management Procedure
in banking services.
 To suggest the strategies for ensuring customer Management Procedure.

1.3 Scope of the study:

 To gain the practical knowledge by doing such type of research work.

 How to develop customer Management Procedure.

 How to decline the customer Mismanagement Procedure and dissatisfactions.

 To be able giving better customer management and giving satisfaction

decisions and ability to forecast the various weakness and ability of the
business.

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1.4 Methodology of the report:
The methodology of the report includes direct observation, oral communication with
the employees of some departments of many banks branch, studying files, circulars
etc. this report is basically qualitative in nature. But the report includes both
quantitative as well as qualitative data. In this report no hypothesis is considered.

 Population definition:

I took that kind of population for surveying to measure customer management and
satisfactions who are only the customers of banks. A population can be defined as
including all people or items with the characteristic one wish to understand customer
management and satisfactions. There are 30 employees directly involved of these 15
banks in answering the questions and filling out the survey form.

I have taken total 45 customers in the representative of all customers of banking

services for sampling.3 customers of listed commercial bank Bangladesh and 2
employees of listed commercial bank Bangladesh. It is taken for collecting
information to measure the customer management procedures of each bank. I made
investigation through face to face interview within the customers in front of these
selected banks from many branch.

I used Microsoft word and pie chart for preparing this report. I have taken 35
questions in the questionnaire. SCB, HSBC IBBL, DBL, MTBL, NBL, EBL,
EXIMBL, SOUTHEASTBL, UCBL, BBL, DBBL, CBL, PBL, and OBL banks
Bangladesh Limited are taken to measure the customer management procedures in
banking services.

1.4.1 Sources of data:

This report contains both primary and secondary data. The theoretical development of
the report has done collecting information from various desk and files study. The
secondary sources are—

 From some articles.

 From different publication regarding various activities of commercial

banks.

 From Web site of all the commercial banks listed down below. From
some employees of these banks.

1.4.2 Data analysis:

The primary and secondary data are edited fist. These data were analyzed and
processed by different established methods and statistical tools. When I prepared the
report I discussed with the respective personnel and collected data. The necessary
improvement and changes are done according to their opinion. I found data in respect
of foreign exchange transaction, policies, procedures, rules and regulations.

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1.5 Limitations of Study:
Each thing has its limitations. My report is not also out of limitation but I have tried to
stick the errors at a minimum level. For some certain causes, I could not effort to
conduct my report properly. During the research period I have considered the
following causes are the limitations of the study:
 Customers are so much busy with their regular activities and could not provide
enough time for giving the answers.
 Customers have some hesitation to giving the answers.
 Some employees don’t want to give the information because of disciplinary
action.
 Some female employees are much upset about the dress code rules.
 Some of the information provided the customers might have minor
discrepancy from fact.
 Some parts of questionnaires are filled out by the researcher himself asking
questions to the respondents due to time limitation.
 Some employees are just filling the form when they are gossiping.
 There may be some bias due to the small sample size.
All these problems may fade the quality of the work.

6
Profile of Commercial Banks and
with the product and services

7
Bank Lists:
1. United Commercial Bank Limited

2. Mutual Trust Bank Limited

3. BRAC Bank Limited

4. Eastern Bank Limited

5. Dutch Bangla Bank Limited

6. Dhaka Bank Limited

7. Islami Bank Bangladesh Ltd

8. National Bank Limited

9. The City Bank Limited

10. Prime Bank Limited

11. Southeast Bank Limited

12. One Bank Limited

13. Exim Bank Limited

14. HSBC

15. Standard Chartered Bank

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2.1 Sponsored by some dynamic and reputed
entrepreneurs and eminent industrialists of the country and also participated by the
Government, UCB started its operation in mid 1983 and has since been able to
establish one of the largest networks of 119 branches among the first generation banks
in the private sector.

With its firm commitment to the economic development of the country, the Bank has
already made a distinct mark in the realm of Private Sector Banking through
personalized service, innovative practices, dynamic approach and efficient
Management. The Bank, aiming to play a leading role in the economic activities of
the country, is firmly engaged in the development of trade, commerce and industry
thorough a creative credit policy.

The Bank has in its Management a combination of highly skilled and eminent bankers
of the country of varied experience and expertise successfully led by Mr. M.
Shahjahan Bhuiyan, a dynamic banker, as its Managing Director and well educated
young, energetic and dedicated officers working with missionary zeal for the growth
and progress of the institution.

PRODUCTS & SERVICES

 UCB Multi Millionaire & UCB Money Maximized

 UCB Earning Plus and UCB DPS Plus
 Western Union Money Transfer
 SMS Banking Service
 Online Service and One Stop Service
 Credit Card
 Time Deposit Scheme
 Monthly Savings Scheme and Deposit Insurance Scheme
 Inward & Outward Remittances
 Travelers Cheques
 Import Finance and Export Finance
 Working Capital Finance and Loan Syndication
 Trade Finance and Industrial Finance
 Foreign Currency Deposit A/C

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  NFCD ( Non Resident Foreign Currency Deposit Account ) and RFCD
( Resident Foreign Currency Deposit Account )
 Consumer Credit Scheme and Locker Service

2.2 The Company was incorporated on

September 29, 1999 under the Companies Act 1994 as a public company limited by
shares for carrying out all kinds of banking activities with Authorized Capital of Tk.
38,00,000,000 divided into 38,000,000 ordinary shares of Tk.100 each.

The Company was also issued Certificate for Commencement of Business on the
same day and was granted license on October 05, 1999 by Bangladesh Bank under the
Banking Companies Act 1991 and started its banking operation on October 24, 1999.
As envisaged in the Memorandum of Association and as licensed by Bangladesh Bank
under the provisions of the Banking Companies Act 1991, the Company started its
banking operation and entitled to carry out the following types of banking business:

(i) All types of commercial banking activities including Money Market operations.

(ii) Investment in Merchant Banking activities.

(iii) Investment in Company activities.

(iv) Financiers, Promoters, Capitalists etc.

(v) Financial Intermediary Services.

(vii) Any related Financial Services.

The Company (Bank) operates through its Head Office at Dhaka and 76 branches.
The Company/ Bank carry out international business through a Global Network of
Foreign Correspondent Banks.

The Company was incorporated on September 29, 1999 under the Companies Act
1994 as a public company limited by shares for carrying out all kinds of banking
activities with Authorized Capital of Tk. 38,00,000,000 divided into 38,000,000
ordinary shares of Tk.100 each.

Corporate Website

www.mutualtrustbank.com

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PRODUCTS & SERVICES

Retail Banking

 Deposit
 Loans
 Cards
 Privilege Banking
Wholesale Banking

 Term Finance
 Working Capital Finance
 Trade Finance
 Offshore Banking
 Syndication & Structured Fin

SME Banking

 MTB Bhagyoboti
 MTB Krishi
 MTB Mousumi
 MTB Small Business Loan
 MTB Digoon
Treasury Services

Money Market

Foreign Exchange

NRB Banking

NRB Savings A/C

NRB DPS A/C

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2.3 BRAC Bank awarded prestigious FT Sustainable
Bank of the Year 2010. BRAC Bank has been awarded as
the Sustainable Bank of the Year 2010 at the FT
Sustainable Banking Awards 2010. The award was jointly
announced by Financial Times newspaper and IFC at the
award ceremony on 3rd June 2010 in London.

The FT Sustainable Banking Awards is presented by the London-based international

newspaper Financial Times and IFC, a member of the World Bank Group. Now in
their fifth year, the awards recognize banks and other financial institutions that have
shown leadership and innovation in integrating social, environmental and corporate
governance considerations into their operations. BRAC Bank has been announced as
the winner of the 2010 FT Sustainable Bank Award from Emerging Markets in Asia.

Lars Thunnel, Executive Vice President and CEO of IFC presented the award to
BRAC Bank's Chairman Mr. Muhammad A. (Rumee) Ali and CEO Mr. Syed
Mahbubur Rahman at the gala award ceremony in London. Dr. Atiur Rahman,
Governor of Bangladesh Bank was also present in the program that witnessed the
presence of more than 250 senior bankers and decision-makers in the area of
sustainability. Dr Mo Ibrahim, Chairman and founder, Mo Ibrahim Foundation, and
Founder, Celtel International, was keynote speaker at the dinner. The event followed a
one-day Sustainable Banking Conference organized by the Financial Times and IFC.

"The award is a global recognition of the unique contribution BRAC Bank has made
in establishing a bank that truly believes in socially responsible banking and is
making a difference in the lives of many small businesses all over Bangladesh. A
segment that was largely ignored by our financial industry. I am sure BRAC Bank
model will be replicated in many countries in the years to come" said Mr. Rumee Ali
in his initial reaction. "This award has made Bangladesh proud!"

"Broadening financial services to the poor and helping to raise living standards
around the world is good for business and good for the global economy", said Lars

12
Thunell, IFC Executive Vice President and CEO. "As these award recipients
demonstrate, an increasing number of financial institutions recognize that and are
finding innovative ways to expand access to finance and improve the environment."

DHL–Daily Star Bangladesh Business Awards 2008

BRAC Bank received the prestigious Business

Award styled DHL-Daily Star Bangladesh
Business Awards 2008 as ‘Best Financial
Institution of the Year’ for its innovation in
products, services, financial performance/
productivity, company management and contribution to Bangladesh’s development.
BRAC Bank is a full fledged commercial bank; yet, it has significantly contributed in
the development of SME sector by creating a unique model of collateral free SME
lending, which enabled the SME entrepreneurs (the missing middle) to get easy
access to finance. Furthermore, with its wide distribution network, BRAC Bank
reached the greater population even at the distant corners of Bangladesh.

On behalf of the Bank, Mr. Muhammad A. (Rumee) Ali, Chairman of BRAC Bank
Limited received the award from Dr. Saleh Uddin Ahmed, Governor, Bangladesh
Bank and the chief guest of the award giving ceremony.

BRAC Bank received National Award as the Highest VAT payer for the financial year
2007-2008

BRAC Bank Limited has recently received the

prestigious award for being the highest VAT paying
organization in national level in service industry.

Dr. ABM Mirza Azizul Haque Honorable Adviser

Finance & Planning Ministry, Govt. of People’s
Republic of Bangladesh, handed over the award & crest to BRAC Bank Limited at a
ceremony held in Osmani Smriti Milonayaton.

BRAC Bank received ICAB National Award

BRAC Bank Limited has been awarded ICAB

National Award from Institute of Chartered

13
Accountants of Bangladesh (ICAB) for one of the Best Published Accounts & Reports
2007 recently.

Dr. A. B. Mirza Md. Azizul Haque former Adviser Finance & Planning Ministry,
Govt. of People's Republic of Bangladesh, handed over the award to BRAC Bank
Limited at a ceremony held in Bangladesh-China Friendship Conference Centre.

Fastest growing bank in the country for the last two years

Leader in SME financing through 350 offices

Biggest suit of personal banking & SME products

Large ATMs (Automated Teller Machine) & POS (Point of Sales) network

PRODUCTS & SERVICES

SME Banking

Loan Products

 Anonno Rin
 Apurbo Rin
 Prothoma Rin
 Durjoy
 Shomriddhi Rin
 Shompod Rin
 Shokti Rin

Deposit Products

 Prapti Current Account

 Prachurjo Fixed Deposit

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Wholesale Banking

 Corporate Banking
 Corporate Loan Products
 Overdraft
 Short Term Loan
 Lease Finance
 Loan against Trust Receipt
 Work Order Finance
 Emerging Business
 Syndication
 Term Loan
 Project Finance
 Bill Purchase
 Bank Guarantees
 Trade Finance
 Letter of Credit (LC)
 Letter of Guarantee (LG)

Custodial Service

 Probashi Biniyog

Probashi Banking

 Accounts & Deposits

 Probashi Current Account
 Probashi Savings Account
 Probashi Fixed Deposit
 Probashi Abiram
 Probashi DPS
 Investments
 Probashi Wage Earners' Bond
 US Dollar Premium & Investment Bond
 Probashi Biniyog
 Remittance Info

15
  Western Union Money Transfer
 Exchange Houses
 Schedule of Charges

E-Banking

 E-Commerce
 Internet Banking
 24 Hour Call Center
 SMS Banking
 Important Security Message
 Phishing Alert

2.4 With a vision to become the bank of choice and to be the

most valuable financial brand in Bangladesh, Eastern Bank Ltd. (EBL) began its

16
journey in 1992. Over the years EBL has established itself as a leading private
commercial bank in the country with undisputed leadership in Corporate Banking and
a strong Consumer and SME growth engines. EBL's ambition is to be the number one
financial services provider, creating lasting value for its clientele, shareholder, and
employees and above all for the community it operates in.

Product Basket

Bangladesh Banking Sector has grown from strength to strength over the past one
decade and is fiercely competitive, especially in the Consumer Banking segment. EBL
offers a wide range of depository, loan and card products to cater virtually for every
customer segment. From Student Banking to Priority Banking to Platinum card EBL
has almost all banking products in its repertoire. The product basket is rich in content
featuring different types of Savings & Current Accounts, Personal Loans, Debit
Cards, Credit Cards, Pre-paid Cards, Internet Banking, Corporate Banking, SME
Banking, Investment Banking, Treasury & Syndication services. The customers are
served through a network of 59 Branches, 116 ATMs and 21 Kiosks countrywide.
EBL has its presence in 11 major cities/towns in the country including Dhaka,
Chittagong, Sylhet, Khulna, Rajshahi Rangpur & Cox's Bazar.

EBL is known for its product innovation in the market. During the past five years,
EBL introduced 12 new-to-Bangladesh financial products and services. EBL
Matribhumi – the bundle product for expatriate Bangladeshis, insurance covered
monthly savings scheme, VISA corporate cards, remittance card and mobile–based
remittance solution are just a few of them. On the SME banking window EBL offered
customer–friendly and groundbreaking products like EBL Uddom and EBL Mukti. At
present, EBL Consumer, SME and Corporate Banking units are capable of handling
every kind of customer financial needs.

Things you didn't know about EBL

01. EBL is the first bank in Bangladesh to go online.

02. EBL provided the first “Green Loan” in Bangladesh in Solar Panel manufacturing
plant which will contribute to transform the lives of 1 million people of the most
remote and off-grid areas by lighting up their homes.

03. EBL is the first ever local bank to finance Aircraft purchase deal of Biman
Bangladesh Airlines. Prior to this, only multinational banks used to finance such
projects.

17
04. EBL generates highest profitability per employee in Bangladesh Banking sector.

05. EBL launched first ever Bank- sponsored Mutual Fund in Bangladesh.

EBL Products

 Consumer Loan Products

 Consumer Deposit Products
 SME Products
 EBL Card
 EBL Student Banking
 EBL Matribhumi - NRB Banking
 EBL Internet Banking

PRODUCTS & SERVICES

 Consumer Loan Products

 Home - Loan Products
 EBL Jibandhara Loan
 EBL Utshab Loan
 EBL Home Loan
 EBL Fast Cash
 EBL Fast Loan
 EBL Executive Loan
 EBL Auto Loan
 EBL TraveLoan
 EBL Parseloan
 Consumer Deposit Products
 Home - Deposit Products
 EBL Interesting Account
 EBL Secure DPS
 EBL Repeat
 EBL Confidence
 EBL High Performance Account
 SME Products
 Home - SME Products

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 EBL Udoy
 EBL Nobodoy
 EBL Agrim
 EBL Uddog
 EBL Asha
 EBL Subidha
 EBL Bannijyo
 EBL Mukti
 EBL Subidha
 EBL Uddam
 EBL Krishi Rin
 EBL Unnoti
 EBL Invoice Factoring
 SME Equity Builder
 SME Double Return
 EBL Card
 Home - EBL Card
 EBL VISA Platinum Card
 EBL VISA Signature Card
 Simple Credit Card
 EBL Travel Card
 LifeStyle Card
 EBL ACCA Prepaid VISA Card
 EBL Visa Business Debit Card
 EBL Student Banking
 Home - Student Banking
 EBL Junior
 EBL Campus Account
 Education Finance Pack
 EBL Child Future Plan
 EBL Student File Services
 EBL Matribhumi - NRB Banking
 Home - EBL Matribhumi
 EBL Shonchoy
 EBL Paribar
 EBL Global

19
  EBL Swadesh Biniyog
 EBL NFCD
 EBL Smart Remit Card
 EBL Internet Banking
 Log in to Internet Banking
 Problem accessing Internet Banking?
 Internet Banking User Manual
 User's Feedback on Internet Banking
 Account Operations and Inquiries
 Fund Transfers and Payments
 Utility Bill Payment
 Deposits
 Loans
 Session Summary
 Inquiries and other services

2.5 Dutch-Bangla Bank started

operation is Bangladesh's first joint venture bank. The bank was an effort by local

20
shareholders spearheaded by M Sahabuddin Ahmed (founder chairman) and the Dutch
company FMO.

From the onset, the focus of the bank has been financing high-growth manufacturing
industries in Bangladesh. The rationale being that the manufacturing sector exports
Bangladeshi products worldwide. Thereby financing and concentrating on this sector
allows Bangladesh to achieve the desired growth. DBBL's other focus is Corporate
Social Responsibility (CSR). Even though CSR is now a cliche, DBBL is the pioneer
in this sector and termed the contribution simply as 'social responsibility'. Due to its
investment in this sector, DBBL has become one of the largest donors and the largest
bank donor in Bangladesh. The bank has won numerous international awards because
of its unique approach as a socially conscious bank.

DBBL was the first bank in Bangladesh to be fully automated. The Electronic-
Banking Division was established in 2002 to undertake rapid automation and bring
modern banking services into this field. Full automation was completed in 2003 and
hereby introduced plastic money to the Bangladeshi masses. DBBL also operates the
nation's largest ATM fleet and in the process drastically cut consumer costs and fees
by 80%. Moreover, DBBL choosing the low profitability route for this sector has
surprised many critics. DBBL had pursued the mass automation in Banking as a CSR
activity and never intended profitability from this sector. As a result it now provides
unrivaled banking technology offerings to all its customers. Because of this mindset,
most local banks have joined DBBL's banking infrastructure instead of pursuing their
own.

Even with a history of hefty technological investments and an even larger donation,
consumer and investor confidence has never waned. Dutch-Bangla Bank stock set the
record for the highest share price in the Dhaka Stock Exchange in 2008.

PRODUCTS & SERVICES

 Electronic Banking
 ATM Locations
 Merchant Locations & Branch Locations
 Apply Forms
 Nexus PRO Processor Cards (Debit & Credit)
 Debit Cards & Credit Cards
 Internet Banking
 Foreign Remittance through internet

21
  Mobile Banking
 Retail Banking
 Electronic Banking
 DBBL Life Line & DBBL Future Line
 Deposits and Advances
 Deposits Term Deposits
 Loans and Advances
 Corporate Banking & Corporate Banking services
 Electronic Banking for your business
 LC Trade
 Services for Companies
 Services for Banks Services for Companies
 Remittance services for Exchange Houses
 Online Remittance Status
 SME Banking
 Smart SME Cash Credit
 Smart SME Term Loan
 Smart SME Small Shop Financing Scheme
 News Room
 Corporate Social Responsibility
 News Promotions
 Investor Relations
 Financial Statements
 Interim Report Price Sensitive Information
 Risk Based Capital
 Services
 Lost or Stolen Cards
 Head Office
 ATM Locations
 Branch Locations
 DBBL Scholarship

2.6 Dhaka Bank Limited a private sector

commercial bank. It was incorporated as a public limited company on 6 April 1995

22
under the COMPANIES ACT 1994. It started commercial banking operations on 5 July
1995 with an authorized capital of Tk 1000 million, divided into 10 million ordinary
shares of Tk 100 each. The issued, subscribed, and paid up capital of the bank in 1995
was Tk 100 million, which was paid fully by the sponsors. In 2000, the paid up capital
of the bank increased to Tk 275.88 million. In 1999, the bank's total equity (capital
and reserves) was Tk 338.30 million the amount of its reserves (statutory and general
reserves and dividend equalization fund) was Tk 62.42 million. The reserves declined
to Tk 44.22 million in 2000. Every year the Dhaka Bank, like other scheduled
commercial banks in Bangladesh, provides a general provision @ 1% on unclassified
loans. The provisions are treated as supplementary capital of the bank.

In addition to all sorts of traditional banking activities, Dhaka Bank provides on-line
tele-banking services and a comprehensive range of financial services to national and
multinational companies in the country. It also underwrites shares and debentures,
works as issue manager, and participates in other operations in MONEY MARKET and
CAPITAL MARKET. As a member of the Dhaka and Chittagong STOCK EXCHANGEs, the
bank participates in the day-to-day transactions of the stock exchanges.

The bank has established a large network of foreign correspondents covering

important business canters in 107 countries around the world and now has 325 foreign
correspondents in these countries. The bank introduced Reuter's screen since 1998,
which has accelerated its foreign exchange dealings. Of its 12 branches, 10 are
authorized to deal in foreign exchange. The aggregate quantum of import business
handled by the bank in 1999 stood at Tk 9,075 million while the export business
handled by the bank that year was worth Tk 3,299.30 million.

Management of the bank is vested in an 18-member board of directors that includes

the chairman and a vice-chairman. The managing director is the chief executive of the
bank. He is assisted by 3 executive vice presidents, 9 senior vice presidents, 7 vice
presidents, 8 senior assistant vice presidents, 12 first assistant vice presidents, and 9
assistant vice presidents. Total number of regular employees working in the bank is
247. The bank had 14 branches in December 2000.

Total deposits with Dhaka Bank on 30 June 2000 accounted for Tk 7554.7 million.
The bank introduced some innovative deposit schemes such as the marriage deposit
scheme and gift Cheque. It disbursed a total of Tk 5,414.9 million in loans and
advances in 2000. The average growth rate of loans and advances disbursed during
1998-2000 was 18.71%. The bank extends credit facilities to the private sector for
trade as well as to meet working capital needs and it offers some project loans to
industries such as textile, ready made garments, shipping, ship-breaking, steel and
engineering, and edible oil. The bank also extends credit facilities under lease
financing and hire purchase schemes as well as through syndication with other banks.
In December 2000, classified loans of the bank stood at Tk 93.2 (1.72% of total) and
the bank had a deficit in statutory liquidity reserve.

Total investment of the bank stood at Tk 813.73 million on 31 December 2000. The
investment portfolio was made up of TREASURY BILLs (Tk 720 million), debentures of
Investment Corporation of Bangladesh (Tk 20 million), PRIZE BONDs (Tk 0.98
million), shares (Tk 55.03 million), debentures of corporate bodies (Tk 1.20 million)
and other investments (Tk 16.52 million). Total assets of the bank enhanced to Tk

23
11,646.4 million in December 2000, when its off-balance sheet transaction amounted
to Tk 4,798.2 million.

PRODUCTS & SERVICES

Retail Banking

 Deposit
 Loans
 Cards
 Privilege Banking

Wholesale Banking

 Term Finance
 Working Capital Finance
 Trade Finance
 Offshore Banking
 Syndication & Structured Fin

SME Banking

 DBL Bhagyoboti
 DBL Krishi
 DBL Mousumi
 DBL Small Business Loan
 DBL Digoon

Treasury Services
Money Market
Foreign Exchange
NRB Banking
NRB Savings A/C

NRB DPS A/C

2.7 Islami Bank Bangladesh

Limited is a Joint Venture Public Limited Company engaged in commercial banking
business based on Islamic Shari'ah with 58.03% foreign shareholding having largest
branch network (236 Branches & 30 SME/Krishi Branches i.e. total 266 Branches)

24
among the private sector Banks in Bangladesh. It was established on the 13th March
1983 as the first Islamic Bank in the South East Asia.

It is listed with Dhaka Stock Exchange Ltd. and Chittagong Stock Exchange Ltd.
Authorized Capital of the Bank is Tk. 20,000.00 Million ($244.87 Million) and Paid-
up Capital is Tk. 10,007.71 Million ($122.53 Million) having 63,001 (30.06.2011)
shareholders as on 31st December 2011.

Our goal is to establish and maintain the modern banking techniques, to ensure
soundness and development of the financial system based on Islamic principles and to
become the strong and efficient organization with highly motivated professional,
working for the benefit of people, based upon accountability, transparency and
integrity in order to ensure stability of financial systems.

We will try to encourage savings in the form of direct investment.

We will also try to encourage investment particularly in projects which are more
likely to lead to higher employment.

1. To ensure customers' satisfaction.

2. To ensure welfare oriented banking.
3. To establish a set of managerial succession and adopting technological
changes to ensure successful development of an Islamic Bank as a stable
financial institution.
4. To prioritize the clients welfare.
5. To emerge as a healthier & stronger bank at the top of the banking sector and
continue stable positions in ratings, based on the volume of quality assets.
6. To ensure diversification by Sector, Size, Economic purpose & geographical
location wise Investment and expansion need based Retail and SME/Women
entrepreneur financing.
7. To invest in the thrust and priority sectors of the economy.
8. To strive hard to become a employer of choice and nurturing & developing
talent in a performance-driven culture.
9. To pay more importance in human resources as well as financial capital.
10. To ensure lucrative career path, attractive facilities and excellent working
environment.
11. To ensure zero tolerance on negligence in compliance issues both sharia’h and
regulatory issues.
12. To train & develop human resources continuously & provide adequate
logistics to satisfy customers’ need.
13. To be excellent in serving the cause of least developed community and area.
14. To motivate team members to take the ownership of every job.
15. To ensure development of devoted and satisfied human resources.

25
 16. To encourage sound and pro-active future generation.
17. To achieve global standard.
18. To strengthen corporate culture.
19. To ensure Corporate Social Responsibilities (CSR) through all activities.
20. To promote using solar energy and green banking culture and ecological
balancing.

PRODUCTS & SERVICES

Deposit Products

Islami Bank Bangladesh Limited mobilizes deposits through different types of

accounts.

Al-Wadeah Accounts
Mudaraba Accounts

Al-Wadeah Accounts
Islami Bank Bangladesh Limited operates Al-wadeah Current Account on the
principles of Al-wadeah. The Bank commits to refund money deposited in these
Accounts on the demand of customers. On the other hand the Bank takes permission
from customers that the Bank may utilize their money. Customers may operate these
Accounts as their desires. No profit is disbursed in these Accounts and depositors do
not bear any loss

Mudaraba Accounts

In the perspective of these Accounts the Bank is 'Mudarib' and customers are 'Shahib
Al-Mal'. On behalf of depositors, the Bank invests their deposited money and
distributes minimum 65% of investment-income earned through deployment of
Mudaraba funds among Mudaraba depositors after the closing of the year.

 Al-Wadeah Current Account (AWCA)

 Mudaraba Savings Account (MSA)

 Mudaraba Term Deposit Account (MTDR)

 Mudaraba Special Notice Account (MSNA)

26
  Mudaraba Hajj Savings Account (MHSA)

 Mudaraba Special Savings (Pension) Account (MSSA)

 Mudaraba Savings Bond (MSB)

 Mudaraba Monthly Profit Deposit Account (MMPDA)

 Mudaraba Muhor Savings Account (MMSA)

 Mudaraba Waqf Cash Deposit Account (MWCDA)

 Mudaraba NRB Savings Bond (MNSB) Account

 Mudaraba Foreign Currency Deposit Account (MFCD)

 Students Mudaraba Savings Account (SMSA)

 Mudaraba Farmers Savings Account (MFSA)

Investment

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
Shari'ah. Earning of profit is not the only motive and objective of the Bank's
Investment Policy rather emphasis is given in attaining social goal and objective in
creating employment opportunities.

Modes of Investment

 Bai-Murabaha
 Bai-Muajjal

 Hire Purchase Under Shirkatul Melk

 Mudaraba

 Musharaka

 Bai Salam

Under consumer financing, the Bank finances to the individuals for meeting their
personal. Family and household needs. The Bank has taken up various welfare
Oriented investment Schemes

27
Investment Scheme

 Household Durables Scheme (HDS)

 Investment Scheme for Doctors (ISD)

 Transport Investment Scheme (TIS)

 Car Investment Scheme (CIS)

 Small Business Investment Scheme (SBIS)

 Micro Industries Investment Scheme (MIIS)

 Agricultural Implement Investment Scheme (AIIS)

 Real Estate Investment Program (REIP)

 Real Estate Investment (Commercial & Working Capital)

 Agricultural Investment of IBBL

NRB (Non Resident Bangladeshi) Entrepreneurs Services

 Remitance Card
 Investment Scheme for Foreign Expatriate
 Mudaraba NRB Saving Bond

SME Information

 SME of IBBL
 Eligibility of clients
 SME Investment
 Sectors of SMEs
 Size of Investment
 Mode & Period of Investment
Highest standard of Honesty, Integrity & Morale

Welfare Banking

Equity and Justice

Environmental Consciousness

Personalized Service

28
Adoption of Changed Technology

Proper Delegation, Transparency & Accountability

2.8 National Bank Limited is one of

the leading private commercial bank having a spread network of 139 branches and 15
SME/Agri Branches (total 154 service locations) across Bangladesh and plans to open
few more branches to cover the important commercial areas in Dhaka, Chittagong,
Sylhet and other areas in 2010.

National Bank Limited has been licensed by the Government of Bangladesh as a

Scheduled commercial bank in the private sector in pursuance of the policy of
liberalization of banking and financial services and facilities in Bangladesh. In view
of the above, the Bank within a period of 25 years of its operation achieved a
remarkable success and met up capital adequacy requirement of Bangladesh Bank.

National Bank Limited is a customer oriented financial institution. It remains

dedicated to meet up with the ever growing expectations of the customer because at
National Bank, customer is always at the center.

PRODUCTS & SERVICES

Corporate Banking

 Retail Banking
 NBL Card
 New Products
 Trade Finance
 Project Finance
 Offshore Banking
 Merchant Banking
 Syndication
 SME
 Deposit
 Credit

29
  NRB Banking
 Micro Credit

 Gold International
 Silver International
 Gold Local
 Silver Local
 Power Card
 Home Loan
 Lease Financing
 Brokerage House

The deposit base of the bank registered a growth of 33.37 percent in the reporting year
over the last year and stood at Tk.102, 471.83 million. Expansion of branch network,
competitive interest rate and deposit products contributed to the growth. The
customers of the bank were individuals, corporations, financial institutions,
government and autonomous bodies etc.

In harmony with earlier years' trend, National Bank Limited was intensely active in
international trade during the year 2010. The Bank put forth every possible attempt to
expand its external business by establishing LC, undertaking export bill negotiations,
realization of export proceeds, foreign remittance etc.

30
The Bank opened a total 24,775 LCs amounting to USD 1,390.03 million for
facilitating import trade in 2010. The main commodities were capital machinery, raw
cotton, scrap vessels, rice, wheat, edible oil, petroleum products, yarn, fabrics,
garment accessories and other consumer items.

The Bank has been nurturing the export business enthusiastically since its inception.
In 2010 it handled 22,135 export documents valuing USD 691.79 million with a
growth of 24 percent over the last year's volume of USD 559.78 million. Export
finances were extended mainly to readymade garments, knitwear, frozen food and
fish, tanned leather, handicraft, tea,jute goods etc.

Efficient Board and management, strong capital base, wide branch network, support
from other stakeholders helped NBL in revenue earnings and profit maximization.
During the period NBL earned an operating profit of Tk. 8,940.60 million in 2010
which was Tk 3,397.50 million in 2009 registering a growth of 163.15 percent. Net
Profit after tax grew by 231.34 percent to Tk. 6,860.34 million in 2010 after making
provision for loan loss and taxation.

National Bank Limited formulated befitting credit risk management criteria and
strategies for creation of balanced lending mix in its portfolio both for short and long
term with the bottom line objective to ensure risk adjusted rate of return in it's credit
transactions. Loan and advances in the year 2010 registered an increase by 41.26% to
BDT 92,003.56 million from BDT 65,129.29 million in 2009. During the year 2010,
the credit expansion mainly was in bilateral project finance, syndicate finance, export,
import and trade finance as well as SME and Agri finance. The bank as a matter of

31
policy prioritizes to make lending in the thrust sectors of the economy so as to make
distinctive value addition in overall economic uplift of the country.

2.9 The City Bank is one of the oldest private

Commercial Banks operating in Bangladesh. It is a top bank among the oldest five
Commercial Banks in the country which started their operations in 1983. The Bank
started its journey on 27th March 1983 through opening its first branch at B. B.
Avenue Branch in the capital, Dhaka city. It was the visionary entrepreneurship of
around 13 local businessmen who braved the immense uncertainties and risks with
courage and zeal that made the establishment & forward march of the bank possible.
Those sponsor directors commenced the journey with only Taka 3.4 core worth of
Capital, which now is a respectable Taka 330.77 core as capital & reserve.

City Bank is among the very few local banks which do not follow the traditional,
decentralized, geographically managed, branch based business or profit model.
Instead the bank manages its business and operation vertically from the head office
through 4 distinct business divisions namely

I. Corporate & Investment Banking;

II. Retail Banking (including Cards);

III. SME Banking; &

IV. Treasury & Market Risks.

Under a real-time online banking platform, these 4 business divisions are supported at
the back by a robust service delivery or operations setup and also a smart IT
Backbone. Such centralized business segment based business & operating model
ensure specialized treatment and services to the bank's different customer segments.

The bank currently has 90 online branches and 1 SME service centers and 11
SME/Agri branch spread across the length & breadth of the country that include a full
fledged Islami Banking branch. Besides these traditional delivery points, the bank is
also very active in the alternative delivery area. It currently has 124 ATMs of its own;
and ATM sharing arrangement with a partner bank that has more than 550 ATMs in

32
place; SMS Banking; Interest Banking and so on. It already started its Customer Call
Center operation. The bank has a plan to end the current year with 200 own ATMs.

PRODUCTS & SERVICES

 Current Account
 Savings Account
 City Onayash
 City Shomridhdhi
 City Projonmo
 City Ichchapurun
 City Youth School Plan
 City Youth College Plan
 Fixed Deposit
 Loan
 City Drive
 City Solution
 City Express
 City Double
 City Scholar
 NRB
 NRB
 NFB
 Student File
 Medical File
 City Wallet
 i-Banking
 Locker Service
 Card
 Debit Card

Visa Debit Card

MasterCard Debit Cards

 Credit Card

1. The American Express® Cards

33
 2. VISA Classic Local
3. VISA Classic Dual
4. VISA Gold Local
5. VISA Gold Dual

2.10 In the backdrop of economic liberalization and

financial sector reforms, a group of highly successful local entrepreneurs conceived
an idea of floating a commercial bank with different outlook. For them, it was
competence, excellence and consistent delivery of reliable service with superior value
products. Accordingly, Prime Bank was created and commencement of business
started on 17th April 1995. The sponsors are reputed personalities in the field of trade
and commerce and their stake ranges from shipping to textile and finance to energy
etc.

As a fully licensed commercial bank, Prime Bank is being managed by a highly

professional and dedicated team with long experience in banking. They constantly
focus on understanding and anticipating customer needs. As the banking scenario
undergoes changes so is the bank and it repositions itself in the changed market
condition.

Prime Bank has already made significant progress within a very short period of its
existence. The bank has been graded as a top class bank in the country through
internationally accepted CAMELS rating. The bank has already occupied an enviable
position among its competitors after achieving success in all areas of business
operation.

Prime Bank offers all kinds of Commercial Corporate and Personal Banking services
covering all segments of society within the framework of Banking Company Act and
rules and regulations laid down by our central bank. Diversification of products and
services include Corporate Banking, Retail Banking and Consumer Banking right
from industry to agriculture, and real state to software.

Prime Bank, since its beginning has attached more importance in technology
integration. In order to retain competitive edge, investment in technology is always a
top agenda and under constant focus. Keeping the network within a reasonable limit,
our strategy is to serve the customers through capacity building across multi-delivery

34
channels. Our past performance gives an indication of our strength. We are better
placed and poised to take our customers through fast changing times and enable them
compete more effectively in the market they operate.

PRODUCTS & SERVICES

 Retail Banking
- Deposits
- Loans
- Cards
- Internet Banking
- SMS Banking
- Locker Services
 Corporate Banking
- Products and Services
- General Credit Unit
- Export Finance Unit
- Structured Finance Unit
- Lease Finance Unit
 Islamic Banking
- Deposits
- Investments
- Foreign Trade
- Remittance and Fund transfer
 SME Banking
- Sahaj Rin (Easy Loan)
- Sampad Rin (Capital Loan)
- Chalti Rin (Working Capital Loan)
- Moushami Rin(Seasonal Loan)
- Digun Rin (Double Loan)
- Anchol (Women Entrepreneurs' Loan)

- Agriculture Banking

 NRB Banking
- Foreign Remittance Services

35
 - Account Facilities for NRBs
- Bank's Overseas Network
- Exchange Houses
- Wire Transfer Facilities
 Offshore Banking

2.11
South east bank in one context:

1. Integrity
2. Respect
3. Fairness
4. Harmony
5. Team Spirit
6. Courtesy
7. Commitment
8. Service Excellence
9. Insight and Spirit
10. Enthusiasm for Work Business Ethics
Core Values

1. Transparent and Quick Decision Making

2. Efficient Team of Performers
3. Satisfied Customers
4. Efficient Team of Performers
5. Internal Control and Compliance
6. Skilled Risk Management
7. Diversification
Core Strengths

1. Knowledge
2. Experience and Expertise
3. Customer Focus
4. Transparency
5. Determination
6. Zeal for Improvement

36
 7. Reliability
8. Pursuit of Disciplined Growth Strategy
Commitment to Clients

 Provide service with high degree of professionalism and use of modern

technology
 Create long - term relationship based on mutual trust
 Respond to customer needs with speed and accuracy
 Share their values and beliefs
 Grow as our customers grow
 Provide products and service at competitive pricing
 Ensure safety and security of customers' valuables in trust with us

PRODUCTS & SERVICES

 Retail Banking
- Deposits
- Loans
- Cards
- Internet Banking
- SMS Banking
- Locker Services
 Corporate Banking
- Products and Services
- General Credit Unit
- Export Finance Unit
- Structured Finance Unit
- Lease Finance Unit
 Islamic Banking
- Deposits
- Investments
- Foreign Trade
- Remittance and Fund transfer
 SME Banking
 Dual Currency VISA Credit Card
 SEBL ATM / Debit Card
 Virtual Card
 Remittance Business

37
  Western Union
 SWIFT Services
 Locker Services
 ATM Services
 Internet Banking Services
 Bill Payment Services
 E-Statement Services

2.12 ONE Bank Limited was incorporated in May,

1999 With the Registrar of Joint Stock Companies under the Companies Act. 1994, as
a commercial bank in the private sector. The Bank is pledge-bound to serve the
customers and the community with utmost dedication. The prime focus is on
efficiency, transparency, precision and motivation with the spirit and conviction to
excel as ONE Bank in both value and image.

The name 'ONE Bank' is derived from the insight and long nourished feelings of the
promoters to reach out to the people of all walks of life and progress together towards
prosperity in a spirit of oneness.

THIRD GENERATION PRIVATE COMMERCIAL BANK

OBL is a private sector commercial bank dedicated in the business line of taking
deposits from public through its various saving schemes and lending the fund in
various sectors at a higher margin. However, due attention is given in respect of risk
undertaking, risk hedging and if not appropriately hedged, reflection of the same in
pricing. In the financing side, the bank's major concentration is in trade finance
covering about 20.88% of total financing as on YE2006 which is mainly a short-term
investment. The banks financing concentrate in both, working capital finance and
long-term finance. OBL has major concentration of financing in medium and large
industries. Since the short-term finance carries low risk compared to long-term
finance; the financing strategy of OBL will assist the bank to keep the risk at minimal.

While financing the industrial sector, the major concentration of the bank appeared to
be in the textile and RMG sector; both the above sectors cover 30.89% of the total
portfolio. OBL also involved in cement construction and transport sector financing. In
the investment portfolio, OBL have substantial investment in quoted and non-quoted
shares of different organization including some very prospective financial institutions.
The bank has shown its acumen in reducing its exposure from ship scrapping sector,

38
steel re-rolling where the bank had investment earlier. With the increase in exposure
to RMG, the bank has increased its non-funded business income substantially. With an
age of only 8 years, the OBL has taken initiative to launch IT based banking products
like ATM facilities, E-banking etc that are praiseworthy.

 To establish ONE Bank limited as a Role Model in the Banking Sector of

Bangladesh.
 To meet the needs of our Customers, Provide fulfillment for our People and
create Shareholder Value.
 To constantly seek to better serve our Customers.
 Be pro-active in fulfilling our Social Responsibilities.
 To review all business lines regularly and develop the Best Practices in the
industry.
 Working environment to be supportive of Teamwork, enabling the Employees
to perform to the very best of their abilities.

PRODUCTS & SERVICES

 Retail Banking
 Corporate Banking
 SME Banking
 Deposit Products
 Pensave Scheme
 Edusave Scheme
 Marrysave Scheme
 One-Two-Three Scheme
 School Banking
 Monthly Money Maker
 Corporate Deposit Scheme
 Loan Products
 Home Loan
 Car Loan, Student Loan, Consumer Loan, Doctor's Loan, Professional
Loan and Agri Loan
 Card, Credit Card and ATM Card
 Remittance & Inward Remittance
 Corporate Deposits & Corporate Deposit Account

39
 Our Corporate Deposit Accounts provide depositors with one of the most flexible
and competitive range of options currently available in the marketplace. Key
features of the Corporate Deposit Account range include:

 Competitive rates
 Interest paid on a monthly basis
 Instant access - At all times subject to our Terms and Conditions
 Fixed-term - Options available as per our Daily Rates sheet
 Foreign exchange facilities
 Finances
 Trade Finance (Letter of Credit)
 Project Finance
 Infrastructure Finance
 SME Products & Services
Objectives:

To assist SMEs (Industry/Trading/Service) access to finance.

To meet the need for Financing SMEs towards overall growth of the economy &
employment.

To expand bank's exposure in SME Segment.

To make self-reliant SMEs and to habituate them in banking.

Purpose and Tenure:

Working Capital Finance (up to 03 years )

- Short and Mid Term Working capital finance.

- Business Expansion on current product line.

- Avail funds against secured investment.

Project Finance (up to 05 years )

- Purchase vehicles to be used in business (e.g. covered van, pick-up van).

- Purchase machines to increase production.

- Office/Business premises renovation.

40
 - Purchase office equipment.

- Purchase expensive medical equipments for clinic or hospital.

- Avail funds against secured investment.

2.13 Export Import Bank of Bangladesh Limited was

established in the year 1999 under the leadership of Late Mr. Shahjahan Kabir,
Founder Chairman who had a long dream of floating a commercial bank which would
contribute to the socio-economic development of our country. He had a long
experience as a good banker. A group of highly qualified and successful entrepreneurs
joined their hands with the founder chairman to materialize his dream. In deed, all of
them proved themselves in their respective business as most successful star with their
endeavor, intelligence, hard working and talent entrepreneurship. Among them, Mr.
Nazrul Islam Mazumder who is an illuminated business tycon in the Garments
business in Bangladesh became the Honorable Chairman after the demise of the
honorable founder chairman. He is also the chairman of Bangladesh Association of
Banks (BAB). Under his leadership, BAB has emerged as an effective forum for
exchanging views on problems being faced by the banking sector of Bangladesh and
for formulating common policy guidelines in addressing such problems. This Bank
starts functioning from 3rd August, 1999 with its name as Bengal Export Import Bank
Limited. On 16th November 1999, it was renamed as Export Import Bank of
Bangladesh Limited with Mr. Alamgir Kabir as the Founder Advisor and Mr.
Mohammad Lakiotullah as the Founder Managing Director respectively. Both of them
have long experience in the financial sector of our country. By their pragmatic
decision and management directives in the operational activities, this bank has earned
a secured and distinctive position in the banking industry in terms of performance,
growth, and excellent management. Under the leadership of Mr. Lakiotullah, the Bank
has migrated all of its conventional banking operation into Shariah Based Islami
Banking in the year July 2004.

Mr. Mohammed Lokiotullah left the Bank on 3rd June, 2007, there after Mr. Kazi
Masihur Rahman became Managing Director on 4th June, 2007. Mr. Rahman served
in the bank for next five years. Under his leadership, the bank has been placed on a
state of the art centralized IT platform with two modern data centers where world
renowned core banking software TEMENOS T24 is running along with some
alternate delivery channels like ATMs and SMS banking. On 25th August, 2011, Mr.
Md. Fariduddin Ahmed has joined in the bank as Managing Director. With his long

41
experience in the Shariah Based Islami banking in Bangladesh, EXIM Bank is going
to take a new shape where IT-enable banking service will spread in the market.

PRODUCTS & SERVICES

 Retail Banking

- Deposits
- Investments
- Cards
- Internet Banking
- SMS Banking
- Locker Services

 Corporate Banking
- Investments
- Foreign Exchange & Trade Finance
- Correspondent Banking
- Import Finance
- Export Finance

 SME Banking

- EXIM Uddyog
- EXIM Abalamban

 Agri Banking

- EXIM Kishan

 Remittance

 Foreign Remittance

- Exim Exchange Company (UK) Ltd.

- Exim Exchange Company (Canada) Ltd.
- SWIFT
- International Operation

42
2.14 In Bangladesh, the HSBC Group's history dates back
to 1996 when The Hong Kong and Shanghai Banking Corporation (HSBC) Ltd
opened its first branch. Today, the HSBC Group offers a comprehensive range of
financial services in Bangladesh including commercial banking, consumer banking,
payments and cash management, trade services, treasury, and custody and clearing.

General Background

 Opened first Bangladesh branch in December 1996

 Network of 13 offices, 38 ATMs, 9 Customer Service Centers, an offshore
banking unit, and offices in 7 EPZs.

 1051 employees as of December 2010

Key business areas:

 Retail Banking and Wealth Management

 Commercial Banking

 Corporate and Institutional Banking

 Global Markets

 Sharia’h Compliant Banking

PRODUCTS & SERVICES

Deposit

 Smart Savers Plan

 Current Account

 Savings Account

 Savings Extra

 Savings Plus

43
  Term Deposit

 Monthly Interest Bearing Time Deposit

 Education Savings Plan

Loan

 Personal Loan
 Home Loan

 Home Equity Loan

 Car Loan

 Personal Secured Loan

 Personal Secured Credit

NRB services

 Smart Capital
 Free Remittance from UAE

o Fast Cheque

o One World

44
 2.15
 Country Chief Executive Officer: Jim McCabe
 Local time: GMT +6 hours
 Language: Bengali, English
 Population: 164 million (July 2010 EST.)
 Currency name: Taka (BDT)
 No. of branches: 26
 Established: 1905 (including ANZ Grindlays experience; Standard Chartered
Bank originally established its first branch in Chittagong in 1948)
 We are the oldest and largest foreign bank in Bangladesh
 Only bank that never closed its doors over 100 years of banking operation in
the country
 First international bank to extend credit lines to Bangladesh and open the first
external letter of credit (LC) in Bangladesh in 1972
 Financial Institutions business is the largest contributor to USD Clearing in
New York
 A leading price player in treasury instruments and foreign currencies
 Leader and pioneer in Consumer Banking

Today, Standard Chartered Bank is the largest international bank in Bangladesh with
26 Branches, 57 ATMs and 7 Financial Kiosks; employing over 1,300 people. We are
the only foreign bank in the country with presence in 6 cities – Dhaka, Chittagong,
Khulna, Sylhet, Bogra and Narayanganj; including the country's only offshore
banking units inside Dhaka Export Processing Zone (DEPZ) at Savar and Chittagong
Export Processing Zone (CEPZ).

45
The acquisitions of Grind lays bank (in 2000) and the commercial banking business of
American Express Bank in Bangladesh (in 2006) are reflections of the Bank’s
increasing commitment to Bangladesh. The bank increasingly invested in people,
technology and premises as its business grew in relation to the country's thriving
economy. We currently provide both Consumer Banking and Wholesale Banking
Services, ranging from Personal & Corporate Banking to Institutional Banking,
Treasury and Custodial services. Extensive knowledge of the market and essential
expertise in a wide range of financial services underline our strength to build business
opportunities for corporate and institutional clients in Bangladesh. Continuous
upgrading of technology and control systems has enabled the bank to offer new and
improved services such as Phone banking, I-banking, e-Lending.

Recent Achievements

 First commodity derivatives in Bangladesh and cotton hedge for the Group for
Square Textiles
 Joint lead arranger for country’s first 5 year Asset backed Securitization (ABS)

 Record Call Account growth in RAJUK fund – Ranked first among all
collecting banks

 Enhancement of Microfinance: BRAC, BURO, Shakti

 First country to go live with IFRS compliant IMEX

 Consumer Banking new asset product system e-Lending introduced

 Rolled out RCMS on eBBS, first time in Group

 Pioneer country in e-CDD rollout

 ‘Best Bank’ for Corporate Social Responsibility for 2006 by Bankers’ Forum

 ‘Best Retail Bank in Bangladesh’ award in The Asian Banker Excellence in

Retail Financial Services programme for its performance in 2007

 ‘National Best Corporate’ Award 2007 by Institute of Cost Management

Accountants

 "Best IT Use Award 2007" by Bangladesh Association of Software &

Information Services (BASIS)

 ‘Best Employer of IBA Graduates’ in 2008 by IBA Alumni Association

46
  "Best Foreign Commercial Bank in Bangladesh" by FianaceAsia in 2009 &
2010

Points of interest

 Flagship country for the Seeing is Believing initiative where we built an

Operation Theatre and Children’s Ward at Islamia Eye Hospital to provide
cataract surgery to at least 12,000 patients per annum
 We jointly initiated the 'Standard Chartered-Financial Express Corporate
Social Responsibility Award' in 2006

 Leading bank in community activities (please refer to CSR Activities below

for details)

Corporate Social Responsibility at Standard Chartered Bank, Bangladesh

At Standard Chartered, in addition to contributing to economic growth through our

core business activities, we want to have a broader positive impact on the
communities in our markets; the bank is committed globally to uphold high standards
of Corporate Social Responsibility. There are numerous ways we are striving to be a
force for good; globally as well as in Bangladesh.

Under our ‘Seeing is Believing’ Project, Standard Chartered helps restore eyesight of
the underprivileged. The fourth phase of seeing believes – A New Vision aims to raise
USD 20 million to develop comprehensive, sustainable eye care for 20 million people
in less advantaged areas of 20 cities across the world, including Dhaka. In Dhaka, we
have committed USD 1 million to Dhaka Urban Comprehensive Eye Care project that
will serve over 270,000 visually impaired people. Standard Chartered Bangladesh has
built an Operation Theatre and children’s Ward at Islamia Eye Hospital and provides
for its maintenance since 2003.

Through our ‘Living with HIV’ programme we help educate not only our staff but the
youth in our communities about HIV and its prevention. We have organized eighteen
seminars titled “Confronting AIDS Challenge in the 21st Century” in different
universities and cities to spread awareness about HIV /AIDS amongst the younger
generation in Bangladesh.

We have also focused our efforts in the areas of history, culture and art, seeking to
make a difference and surface little known events and artwork. Recent works have

47
included publications of books such as ‘Dhaka alias Jahangirnagar: 400 years’; ‘Street
Traders of Bangladesh’; ‘Ekush’; and “Rare Photographs of East Bengal 1880-1940.”
Standard Chartered - The Daily Star “Celebrating Life” Contest is a platform for new
talents across the country to pursue their artistic and career goals in Film,
Photography & Lyrics.

We also encourage development of youth through education scholarships and sports

sponsorships. Our efforts include ‘Governor Scholarship’ in partnership with Dhaka
University Economics Department Alumni Association (DUEDAA), Standard
Chartered Young Tigers U -16 National Cricket Tournament, Standard Chartered
School Chess Tournament and Standard Chartered National School Kabaddi
Tournament.

We also encourage all corporate bodies in Bangladesh to uphold high standards of

social responsibility. We recognize exemplary work in the field of CSR through
Standard Chartered - Financial Express Corporate Social Responsibility Award.

With a presence in Bangladesh that spans over 100 years we believe Standard
Chartered is very much a part of the heritage. We believe that Standard Chartered has
been a partner in progress for the nation and its people. At Standard Chartered, we are
committed to be here for people, here for progress, and here for the long run - Here
for good.

PRODUCTS & SERVICES

1. Personal Banking

2. Preferred Banking

3. Priority Banking

4. Islamic Banking

5. SME Banking

6. Wholesale Banking

 Personal Banking

Banking services to support you as you go through life.

 Preferred Banking
More rewarding, more convenient, more personal

48
  Priority & International Banking
Experience the perfect blend of exceptional service.

 Private Banking
Creating partnerships that go beyond the purely financial

 SME Banking

Achieve greater success for your business.

 Wholesale Banking
Committing our expertise to power your ambition.

About their products and services:

Accounts Priority Banking SME Banking

 Savings Accounts  Priority Privileges  Business Installment

 Current Accounts  Priority Suites Loan
 Orjon
 Services  A world without
borders  Loan Against
 Fixed Deposits
Property
 Be our Priority today
 Savings Schemes
 Trade & Working
Islamic Banking Capital
Cards
 Saadiq Deposit  Transaction Services
 Credit Card
Accounts
 Debit Card o Business
o Saadiq Current
Priority
 Prepaid Card Account
Account
Loans o Saadiq Savings
o Business
Account
Premium
 Auto Loan
o Saadiq Term Account
 Personal Loan &
Deposit
Flexi Loan o Business
 Saadiq Financing Plus Account
 Home Loan
Products
o Straight 2
Branch Sales & Services o Saadiq Auto Bank
Finance
 ATM & Branch o Door Step
Locations o Saadiq

49
  Alternate Channel Personal Banking
Finance
Service Quality Wholesale Banking
o Saadiq Home
 Service First Finance  Schedule of Charges

 Saadiq Cards

o Saadiq Debit
Card

o Saadiq Credit
Card

 Profit Rates

o Monthly Profit
Rate &
Weightage

Literature Review

50
3.1 Literature Review:
Definition of Customer Management

In today’s complex business world, a company must ensure it has the right systems in
place for managing customers. Here we define what is meant by Customer
Management. One definition of Customer Management would be that it encompasses
all the systems, processes and applications needed to manage the customer
relationship. The implementation of a robust IT system for collecting and collating
customer data is necessary for most large companies these days. Even the smallest
organization will have a need for some kind of customer management system.
Customer Management systems and applications (also know as CRM or Customer
Relationship Management) are used to capture research and analyze information such
as customer behavior, buying preferences and demographics. Customer retention and
loyalty are important goals for successful companies. These business aims to retain
and develop a core customer base. Good customer management enables companies to
ensure the services they provide are inline with what the customer wants. Importantly,

51
it can also identify further opportunities for growth.

At the heart of customer management is the customer database. Customer Data is an

extremely valuable asset of any business. A business that has clean, correctly
formatted and accurate data will be able to provide a good level of service as well as
saving time and money. A well chosen customer management process should be able
to capture customer feedback. This valuable information can and should be used by
management. Positive feedback can be built on to offer even more great service and
negative feedback can be corrected and acted upon. There are many Customer
management software systems on the market. Well known names for small to medium
business include sales force, ACT! And Microsoft and for the larger business,
companies such as SAP and Oracle are widely chosen.

In summary, organizations with a successful customer management system can expect

to report higher profits, growth in revenue, lower costs and stronger customer loyalty.

Customer relationship management

Customer relationship management (CRM) is a widely implemented model for

managing a company’s interactions with customers, clients, and sales prospects.
It involves using technology to organize, automate, and synchronize business
processes principally sales activities, but also those for marketing, customer
service, and technical support. The overall goals are to find, attract, and win new
clients; nurture and retain those the company already has; entice former clients
back into the fold; and reduce the costs of marketing and client service. Customer
relationship management describes a company-wide business strategy including
customer-interface departments as well as other departments. Measuring and
valuing customer relationships is critical to implementing this strategy.

Customer Satisfaction:

Let us consider customer satisfaction. Dictionary definitions attribute the term

“satisfaction” to the Latin root ‘satis’, meaning “enough”. Something that satisfies
will adequately fulfill expectations, needs or desires, and by giving what is required,
leaves, no room for complaints. Two points arises from the definition.

First, a feeling of satisfaction with a service does not imply superior service.

52
Second, satisfaction can be measured only against individual’s expectations, needs or
desires. It is a relative concept; something that makes one person satisfied (adequately
meets their
Expectations) may make another unsatisfied (falls short of expectations). When satisf
action is measured, individuals are presumed to rate or evaluate a service
or a provider by comparing their personal subjective standards
with their perception of the care received.

In businesses where the underlying products have become commodity-like, quality of

service depends heavily on the quality of its personnel. This is well documented in a
study by Leeds (1992), who documented that approximately 40 percent of customers
switched banks because of what they considered to be poor service. Leeds further
argued that nearly three-quarters of the banking customers mentioned teller courtesy
as a prime consideration in choosing a bank. The study also showed that increased use
of service quality/sales and professional behaviors (such as formal greetings)
improved customer satisfaction and reduced customer attrition. Indeed, customer
satisfaction has for many years been perceived as key in determining why customers
leave or stay with an organization. Organizations need to know how to keep their
customers, even if they appear to be satisfied. Reich held (1996) suggests that
unsatisfied customers may choose not to defect, because they do not expect to receive
better service elsewhere. Additionally, satisfied customers may look for other
providers because they believe they might receive better service elsewhere.. These
include a wider range of product choices, greater convenience, better prices, and
enhanced income (Storbacka et al., 1994). Fornell (1992), in his study of Swedish
consumers, notes that although customer satisfaction and quality appear to be
important for all firms, satisfaction is more important for loyalty in industries such as
banks, insurance, mail order, and automobiles.

Thus, bank management tends to differentiate their firm from competitors through
service quality

Service quality is an imperative element impacting customers’ satisfaction level in the

banking industry. In banking, quality is a multi-variable concept, which includes
differing types of convenience, reliability, services portfolio, and critically, the staff
delivering the service.

(Kotler, Gryarmstrong 2004)

Customer satisfaction is a long-term strategy. Just as it is difficult to radically alter

Perceptions of product quality over a short time horizon, so too is difficult to quickly

53
cultivate a reputation for superior customer service. Consequently customer
satisfaction is as Competitive advantage that is sustainable over the long term
(Schnaars, 1991). In the past few Years, subject of satisfaction and dissatisfaction has
received a great deal of attention from Academic researchers. Engel & Blackwell
(1982) defined satisfaction as an evaluation that the chosen alternative is consistent
with prior beliefs with respect to that alternative.
Satisfaction implies a conscious and deliberate evaluation of outcomes (Engel &
Blackwell, 1982). If expectations are matched, the outcome, of course, is satisfaction.
When alternative is perceived as falling short in significant ways, dissatisfaction is the
result. Satisfaction and dissatisfaction, of course, represent extreme points on a
continuum. High satisfaction or dissatisfaction also is a motivation for sharing with
others (Engel, Blackwell, & Miniard, 1990).

Peterson and Wilson (1992) offered various explanations for this phenomenon. These
include: (1)individuals could in fact be very satisfied with what they consume and
purchase; (2) satisfaction is caused by factors (such as expectations, performance),
therefore its antecedents may influence the shape and level of the observed
distributions (Bearden and Teel, 1983; Cadotte et al., 1987;Oliver, 1980, 1981); (3)
satisfaction may possess a distribution that is different from what we know as a
normal distribution; and (4) the level and shape of customer satisfaction ratings are a
function of the research methodologies employed.

Anderson and colleagues (1994) found out that firms with higher reported satisfaction
levels also show significantly higher returns. They say that an annual 1% increase in
customer satisfaction is worth an 11.4% improvement in current return on investment.
Companies then need to align their activities and efforts to satisfy and retain
customers, agreeing on the importance of customers in driving performance (Johnson
et al., 2000). As markets shrink, companies are scrambling to boost customer
satisfaction and keep their current customers rather than devoting additional resources
to chase potential new customers. This is because it costs five to eight times as much
to get new customers than to hold on to old ones is key to understanding the drive
toward benchmarking and tracking customer satisfaction (Cacippo, 2000).

Many experts have begun to focus more directly on increasing customer satisfaction
as an explicit goal. Satisfying and keeping customers is simply less expensive than
constantly replacing them. They have recognized that quality and satisfaction are not
enough to boost the profitability of the business, thus they are moving beyond by
focusing directly on customer loyalty as the key (Johnson et al., 2000). Because of

54
this, companies are realigning their efforts and strategic plans towards increasing
customer satisfaction and establishing loyalty from the clients or the customers who
are purchasing or availing the services being provided by the company.

Researchers suggest that increased levels of customer satisfaction and loyalty are
frequently attributed or linked to positive outcomes for a firm (Colgate, 1999).
Measurement of the rate of customer satisfaction is also a measurement of how
products and services supplied by a company meet or surpass customer expectation. It
is seen as a key performance indicator. This is due to the fact that one of the factors
needed in order to attain high competency and also high competitiveness is a high
population. Industries are beginning to understand the concept that their customers,
the ones who purchase their products and use their services, are the primary drivers of
their position on the profitability ladder. Satisfaction is a multidimensional construct
which has been conceptualized as a prerequisite for building relationships and is
generally described as the full meeting of one’s expectations (Oliver, 1980), and is a
feeling or attitude of a customer towards a product or service after it has been used
(Jhan and Khan, 2008).

Researchers have also argued that increasing customer loyalty helps to create future
revenues (Fornell, 1992), decrease price elasticity’s (Anderson, 1996) and reduce cost
of future interactions (Reicheld and Sasser, 1990). Because of this, organizations are
increasingly interested in retaining existing customers while targeting non-customers,
measuring customer satisfaction provides an indication of how successful the
organization is at providing products and/or services to the marketplace. The tireless
pursuit of improvement would not only increase efficiency but also increase customer
satisfaction in the process, saving enough on costs and bringing in enough new and
repeat business to more than cover any expenditures quality (Johnson et al., 2000).
Basically, customer satisfaction is a psychological state; carefulness should then be
taken when measuring it. Competitors that are prospering in the new global economy
recognize that measuring customer satisfaction is a key. This is because of doing so,
industries can hold on to the customers they have and understand how to better attract
new customers (Cacippo, 2000).

Customer feedback or measurements of customer satisfaction can help identify at-risk

customers, employees and partners before they are lost. Customer satisfaction
measurements can also provide valuable insights into new products or services your
customers want, putting one’s company ahead of the competition (David, 2006). The

55
measurements or surveys of customer satisfaction can be used to measure satisfaction
with both internal services such as human resources, information technology,
financial, and contracting and external customers (Schay et al., 2000). The companies
who will be successful recognize that customer satisfaction is a critical strategic
weapon that can bring increased market share and increased profits (Cacippo, 2000).
There had been a lot of mechanisms and surveys devised in order to measure the
satisfaction level of a number or part of the population toward the performance and
services rendered by a certain company which also allows researchers to analyze areas
that are important and have much room for improvement (Colgate, 1997). Because of
the growing demand and interests in the customer satisfaction, all industries,
including banking industries have been affected by this phenomenon. Some
government agencies have also established and deployed an agency wide customer
satisfaction survey that represents the best science and practice leading to customer
satisfaction (Schay et al., 2000).

Banks may differ in their ability and willingness to satisfy customers with their
service. Researchers suggest that customer satisfaction may be a highly profitable
strategy for banks (Faulhaber,). Vavra (1995), explains that financial marketers appear
to have overlooked the fundamental truth that the longer an institution keeps a
customer, the more profitable the customer becomes. Banks then need to maximize
their satisfaction with the institutions. Customer satisfaction can be correlated with a
number of factors. In a study conducted by Colgate (1997), he has found out that
customer service is the most important factor that influences satisfaction rates or
levels.

Researchers have also found out that greater customer satisfaction correlates with
greater profitability, principally due to higher levels of demand (Faulhaber, 1995).
Increasing customer satisfaction rates, especially in customer relation and services
industries such as banking, include the use of upgraded technology in order to reach
out for a higher and wider market share and be able to increase profitability.
Satisfaction with banking services has been an area of growing interests to researchers
and managers. There are a number of studies supporting and reinforcing that customer
satisfaction is linked with performance of the banks (Jham and Khan, 2008).

56
There are many ways to improve customer satisfaction. Some strategies are: building
relationships with customers, superior customer service, unconditional guarantees,
efficient complaint handling. Customer satisfaction leads to competitive advantage in
market place by differentiation, product quality, speed, unified corporate purpose etc.
(Schnaars, 1991).Almost all studies of customer satisfaction share a common
characteristic that has been noted by a number of researchers (Oliver, 1981; Peterson
and Wilson, 1992; Westbrook, 1980; Yi, 1990). That is, “virtually all self-reports of
customer satisfaction possess a distribution in which a majority of the responses
indicate that customers are satisfied and the distribution itself is negatively skewed”
(Peterson and Wilson, 1992, p. 62).

Service:

Service can be defined as any activity or benefit that one party can offer to another
that is essentially intangible and does not result in ownership of anything. Its
production may or may not be tied to a physical product. A company’s offerings often
include some services.

Characteristics of Services:

1. Intangibility: Services cannot be seen, tasted, felt, heard or smelled before they are
bought. Consumers look for service quality signals. Ex: Airline passengers. Service
companies can try to demonstrate their service quality through physical evidence and
presentation.

2. Inseparability: Services can’t be separated from their providers a whether the

providers are people or machine. If a service employee provides the service, then the
employee is a part of the service.

3. Variability: The quality of services depends on who provides them as well as

when, where and how they are provided. Employees and other factors result in
variability. Ex: Hotel services

4. Perish ability: Services can’t be stored for later sales or use. Several strategies can
produce a better match between demand and supply in a service business.

3.4 Service-quality Model:

The instrument used in this study was adapted from SERVQUAL (Parasuraman,
Zenithal and Berry 1988). This model highlights the main requirements for delivering
high service quality. The SERVQUAL instrument has many advantages (Buttle 1994):

It is accepted as a standard for assessing different dimensions of service quality.

57
 It has been shown to be valid for a number of service situations.
 It has been demonstrated to be reliable, meaning that difference readers interpret
the questions similarly.
 The instrument is parsimonious in that it has a limited number of items. This
means that customers and employees can fill it out quickly.
 It has a standardized analysis procedure to interpret the results.

Few studies have used SERVQUAL to measure IT service quality (KIM 1990: Pitt,
Watson and Kavan 1995; Shaw, Delone and Niedman 2002). These studies have
confirmed that SERVQUAL can be used with confidence in IT environment.

The SERVQUAL is based on the concept of a “service quality gap” that exits between
the customers expected level of services (from the previous experience and word-of-
mouth communication) and their perception of actual level of service delivery. And the
model also identifies five gaps that cause unsuccessful delivery.

3.5 After analysis I generate some Gap

Gap- 01: Gap between customer expectation and management perception:

management does not always correctly perceive what customers want. Ex: Hospital
administrators may think that patients want better food, but patients may be more
concerned with nurse responsiveness.

Gap-02: Gap between management perception and service-quality specification:

management might correctly perceive customers’ wants but not set a performance
standard. Ex: Hospital administrators may tell the nurses to give fast service without
specifying it in minutes.

Gap-03: Gap between service-quality specification and service delivery: personnel

might be poorly trained, or incapable of, unwilling to meet the standard or there may
be conflicting standards. Ex: taking time to listen to customers and serving them fast.

Gap-04: Gap between service delivery and external communications: statements

made by company representatives and ads affect consumer expectations. Ex: If the
hospital brochure shows a beautiful room, but the patient arrives and finds the room to
be cheap and tacky looking, external communications have distorted the customer’s
expectations.

Gap-05: Gap between perceived service and expected service: consumer

misperceives the service quality. Ex: the physician may keep visiting the patient to

58
show care, but the patient may interpret this as an indication that something really is
wrong.

Based on this service-quality model I identified the following five determinants of

service-quality in order of importance.

1. Trustworthy: Ability to perform the promised service dependably and accurately.

2. Responsiveness: Willingness to help customers and provide Prompt service.

3. Assurance: Employees’ knowledge and courtesy and their Ability to inspire trust
and confidence.

4. Empathy: Caring, individualized attention given to customer

5. Tangibles: Appearance of physical facility, equipment, personnel and written

materials.

Based on these five factors I developed the 22-item SERVQUAL scale. These are
listed bellow:

1. Trustworthy:

 Providing service as promised,

 Dependability in handling customers’ service problems,
 Performing services right the first time,
 Providing services at the promised time,
 Maintaining error-free records.
2. Responsiveness:

 Keeping customer informed as to when services will be performed,

 Prompt service to customers,
 Willingness to help customers,
 Readiness to respond to customers’ requests.
3. Assurance:

 Employees who instill confidence in customers,

 Making customers feel safe in their transactions,

59
  Employees who are consistently courteous
 Employees who have the knowledge to answer customer questions.
4. Empathy:

 Giving customers individual attention

 Employees who deal with customers in a caring fashion,
 Having the customer’s best interests at heart,
 Employees who understand the needs of their customers,
 Convenient business hours.

5. Tangibles:

 Modern equipment
 Visually appealing facilities
 Employees who have a neat, professional appearance
 Visually appealing materials associated with the service.

In one context it would be:

#C1 Keeping existing customers is cheaper than finding new ones.

#C2 Actively Listen.

#C3 "Doctor" Your Customers.

#C4 It's the Customer Stupid.

#C5 Follow Through On Sales Promises.

#C6 Delight the Customer.

#C7 Keep your focus external.

#C8 Under-promise and over-deliver.

#C9 Your first obligation is to the customer.

#C10 Three Essentials of Quality Customer Service.

60
 Factors affecting the customer
management procedures in private

61
 commercial banking services in
Bangladesh

4.1 Primary calculation:

Gender:

In the earth everything are created for mankind. Bank is the sources of money
related transaction those are vital thing for people. There have no gender
discrimination to got bank services .Male, female and others nation are easily
getting the banking services. So I have tried to find out the average percentage
value of male and female on the basis of their response.

Question 1: Gender

Responses Frequency Percentage

Male 48 64%

Female 27 36%

Total 75 100%

62
 Total responds: 45 clients of 15 commercial bank & 30 employees from that
commercial bank limited. Out of 35 questions 75 genders are responses and, in these
48 (64%) are male and 27 (36%) are female.

Education:

Education is needed for everything. Not only banking sector, other sector are also needs the
education. Just only educated people are getting banking services, it is not true, uneducated
customers are also getting the banking services.

Question 2: Education

Responses Frequency Percentage

Graduate 36 48%

Post Graduate 33 44%

H.S.C 6 8%

Total 75 100%

63
Total responds: The figure shows that 48% of total clients are graduted.44% are post
graduated and 8% are H.S.C level in total of fifteen banks (Which are listed below).

Profession:

In different professional people are live in our country. There have different taste and
perception on the product and services. Several occupational customers are wanted to
getting banking services in different ways. So how much their response on the
banking services from there different profession.

Question 3 : Profession

Responses Frequency Percentage

Private service (Banks and others organization) 42 (30 are private bank 56%
employees)

Businessman 20%

15

Government service 9 12%

9 12%

Others

64
 Total 75 100%

Total responds: the objective is to find out the major portion of clients from different
professions. There are different types of professions of clients taken into consideration
to follow up the survey. Here most of the clients are private service clients are
56%,Government service are 12%, businessman 20% and then other clients are least
amount 12%.

Current status:

Current status means person’s present position in the market. In this situation how much
their responses on the banking services.

Question 4: Current status

Responses Frequency Percentage

Student service holder 18 24%

Service holder only 45 60%

others 12 16%

Total 75 100%

65
Total responds: To find out the clients current status of using the bank services these
charts are shown that 60% clients are service holder they are regular customer in that
some are businessman also, 24%are student services holder and others are 16%.

Income level:

Income level is not so much vital thing for getting banking services, any income level
customer are easily access in bank. But in some cases maintain the bank account proper
money has needed.

Question: 5 Income level

Responses Frequency Percentage

Below 10000 3 4%

10000-30000 48 64%

30001-50000 9 12%

50001-80000 12 16%

80001-Above 3 4%

66
Total 75 100%

Total responds: The pie charts are given the result that 20001-25000 (64%) clients
are maximum proper income level person, 16% are minimum.

4.2 Factors affecting the customer satisfaction are given

below:
Now find out the customer’s significance satisfaction level and the factors those are
significantly affect their satisfaction level and also their perception level.

The customers are wanted to get better services from their choices bank. They always
say “WOW” about the product and services have tried to given a short definition
about the particular products and services of bank. So those customers are easily
caught the product term and understand what that is?

Customer handling: Customer handling by each employee is average 35 in each day.

They handled quiet smoothly. Customers are asking so many questions and they
answered very quickly and smilingly.

Different service: Many services are different in these fifteen banks. Some has
multinational culture some has local culture. But services are almost same some are

67
different like SCB and HSBC has priority banking service. UCBL has children
banking and many more.

Value your customer: Every commercial bank is giving their full value to their
customer. Because that’s how they are doing business in the industry. And they know
the competition if they did not value their customer, customer will switch to another
bank.

Doing Business ethically or unethically: Every commercial bank is not doing

business ethically. Some are doing unethically. Like they are giving big loan in big
interest without following the rules of Bangladesh bank just to retain the customers.

The ATM/Debit/Credit card problem: whenever they find ATM/Debit/Credit card

problem they solve the problem very easily. They try to give highest attention to their
customer in this regard.

Special dress or follow any dress code: There is a rule for every commercial bank
they need to follow a dress code. Just to show their customer that they are following
the rules and in regularity and disciplined business.

The alternative solution: Every employees of commercial bank are always giving
the information about the alternative solution of any service to your customers as
early as possible just to their convenience.

Giving proper attention: Every employees of commercial bank are always giving
proper attention to their customers whenever they are giving the services.

Explain every hidden cost: Every employees of commercial bank are explaining the
hidden cost to their customers just to their convenience.

Remember the name: Every employees of commercial bank are trying to remember
the names of their regular customer just to give them the proper service and they can
think it’s their bank.

Special service for special customers: Every employees of commercial bank are
giving special services to their regular customer to retain their customer in this
competitive industry.

 Account opening procedures: To open bank account individuals should must be

18 years old. Some requirements are needed to open the account.

1. National ID card /pass port/birth certificate

2. Account holder photo, nominee photo

68
 3. Personal information details of both

4. Introducer

Above information are needed if anybody to open bank account.

 Chaque book issuance procedure: Account holders given the chaque book
requisition. Three working days after the bank are given the chaque book to the
account holder. First times bank are provided this service free, but in the second
time charges are applicable.

 Service charge of money transfer: Bank is providing the several services to the
customer. Money transfer is important thing of bank. If customer wants to transfer
their money from one place to another place they use this service. For this bank
are taken the service charge.

 Credit card: through this card customer are easily and safety withdrawal money
from ATM booth. Besides customer can purchase anything by this card. This card
has money limitation and charge is applicable.

 Auto bills facility: customers are easily paid their any type of bills by these
services. Like gas bill, electricity bill, mobile bill etc.

 Online services: In these services customer is easily getting money transferring

facility. If bank are online system customer are with drawl money from any
branches by online system.

 Accidental death insurance: Banks are providing accident insurance facility for
customer like insurance company. It is extra benefit for customer. Bank provides
these services for customer motivation.

 Deposit machine: when the bank are close after its certain working hours, in that
time customer needed to deposit money for their activities. But what he/she done?
So bank deposit machine are fulfill their demand. This machine customer are
anytime deposit their money.

 ATM booth: Automated Tailor Machine. By this machine customer is frequently

withdrawal their money.

 Loan and advance procedure: loan advance plays a vital role in augmenting the
bank growth and earnings. Some requirements are needed to get these facility:

1. Applicant guarantor an reference

69
 2. National ID card, photo

3. TIN certificate, bank statement

4. If salary person, salary certificate needed

5. If business person then 2years trade license, company bank statement,

and guarantor.

 SME banking: Small Medium Enterprise, it is only applicable for the

small and medium businessman. Terms and condition are same to loan
and advance.

 Early settlement of loan: Customers are taking the loan and in the
certain time they want to close the loan. So in this case customer (by the
rules of bank) provides 2%interest to bank on the principal amount.

 LC account: LC means letter of credit account. When the customer is

want to foreign exchange, then the LC account are needed. By these
account the customer paid their export and import bill.

 Western union: It is a way to send money from abroad. By SWIFT code

within 72 hours money is transfer in this way.

 CSR: Corporate Social Responsibility The bank foundation is carrying

the social welfare, education, health and Medicare activities.

Some factors those are significantly affect the positive or negative affect the bank’s clients:

PARTICULARS AVERAGE VALUE

Standard Other commercial

chartered bank banks.
and HSBC.

Account opening procedure 4.10 3.80

Cheque book issuance procedure 3.90 3.80

Service charge of money transfer 4 3.92

Using credit card 4.10 3.85

Auto bills facility 4.30 3.70

Online services 24 hours 4.50 3.70

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Deposit requirement to open bank 3.90 4.14
account

Accidental death facility 4.20 3.30

Market acceptance of debit or credit card 4.50 3.42

100% secured banking 4.10 3.90

ATM booth services 4 4.10

Employee behavior with client 4 4.10

Procedure of loan and advance 4.50 3.79

Interest rate on loan 3.80 3.90

Loan disbursement time 3.80 3.50

Awareness activities about loan schemes 3.80 3.80

Service of SME banking 3.60 3.40

Loan processing fees 3.80 3.80

Penalty charges on late repayment 3.70 3.64

Western union money transfer services 4.20 3.86

Resident foreign currency deposit 4 4.10

services

Corporate banking services 4.30 4.10

Corporate social responsibility 4 4.50

Providing best banking services 4.30 3.80

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Findings and Analysis

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5.1 Perspective of commercial banks in Bangladesh:
From the above findings of some specific factor are significantly most important to
find out their services satisfy or dissatisfy to the customers expectation level.

Customer handling: Customers are asking so many questions and they answered
very rudely when they are in pressure. IBBL, DBL, MTBL, NBL, EBL, EXIMBL,
SOUTHEASTBL, UCBL, BBL, DBBL, CBL, PBL, and OBL banks employees are
not very smart. But SCB, HSBC, PBL banks employees are smart answering the
queries.

Different service: SCB and HSBC provide priority banking in a very professional
way whereas other commercial banks employees provide priority banking in a general
way. Many services are different in these fifteen banks. Some has multinational
culture some has local culture. But services are almost same some are different like
SCB and HSBC has priority banking service which is marked as ranking A grade.
UCBL has children banking and many more which is marked as ranking B grade
service.

Value your customer: Giving their full value to their customer is common for every
commercial bank. SCB and HSBC provide Profit Rates in a Monthly Profit Rate &
Weight age system to ensure proper account whereas other commercial banks are
trying to follow the system.

Doing Business ethically or unethically: Every commercial bank is not doing

business ethically. Some are doing unethically. Like they are giving big loan in big
interest without following the rules of Bangladesh bank just to retain the customers.

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SCB and HSBC are following the rules of Bangladesh bank when they are giving loan
to their customer.

The ATM/Debit/Credit card problem: SCB and HSBC has very updated in this
services. But other commercial banks are not so fast in this service.

The alternative solution: Every employees of commercial bank are always giving
the information about the alternative solution of any service to your customers as
early as possible just to their convenience. But sometimes they are instructed that they
should not give all the information. Just to increase their profit.

Giving proper attention: SCB and HSBC are always giving proper attention to their
customers whenever they are giving the services. Other commercial banks are not that
fast and sometimes they are bored with the customers.

Explain every hidden cost: Other commercial banks are explaining the hidden cost
to their customers just to their convenience. SCB and HSBC are not explaining the
hidden cost to their customers they thought that their customers knows every hidden
cost.

Remember the name: SCB and HSBC are trying to remember the names of their
regular customer by following software where as other commercial banks don’t have
that software.

Special service for special customers: SCB and HSBC bank are giving special
services to their regular customer to retain their customer from indigenous banking
competition. Other commercial banks are trying to do the same. And its not that far
they will follow in a vary short time period.

 A/C opening procedure of commercial banks like IBBL, DBL, MTBL, NBL,
EBL, EXIMBL, SOUTHEASTBL, UCBL, BBL, DBBL, CBL, PBL, and OBL
Bangladesh are average value (3.71) customer are neither agree nor disagree. But
comparatively SCB, HSBC, PBL are reaching the satisfy level. Customer is
satisfying on their a/c opening procedure services. Their average value is (4.09).
A/C opening procedure of other commercial are poor because:

I. It is time consuming.

II. Maintain too much formality.

III. Deposit balance fee.

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 IV. Especially some time they maintained sariah system.

 The total client are said Cheque book issuing procedure of SCB, HSBC, PBL
are average (3.90) and commercial banks like IBBL, DBL, MTBL, NBL, EBL,
EXIMBL, SOUTHEASTBL, UCBL, BBL, DBBL, CBL, and OBL Bangladesh
are average (3.90) that customers are satisfied but not fully regarding the
Cheque book issuing procedure of these commercial banks.

 The service of money transfer of SCB and HSBS are achieving the customer
satisfaction. Their average value is (4). But other commercial banks average
value are (3.90).These banks are tried to achieve the higher customer
satisfaction. Some banks tried to reach the standard level.

 In the use of credit card the customer are satisfied on SCB and HSBC. Their
average value is (4.10). But those other commercial banks are comparatively not
so much fast on this service. I have found the average value is (3.85). Average
income people like to use other commercial banks credit card. Because there
interest on credit card is low.

 SCB and HSBC is a multinational bank. So they are very smart about their
services. Customer is highly pleased on these services. Average value those are I
have found that is (4.50). But those other commercial banks are providing 24
online services but there service is slow and customers are not so much
interested about these services. Their averages value this are I have found (3.70)
because they don’t have that much skilled workers in IT divisions.

 SCB and HSBC provide accidental insurance facility like insurance company in
easy way. This services are highly motivated the customer. Average value noted
that (4.20). Other commercial banks try to build up these services for their
customer. That’s why their average value about these services is (3.30). DBL
and PBL are trying to give services like those two multinational banks.

 In SME banking services all the commercial banks are not achieve the customer
satisfaction. They said SME procedure is maintain too many formalities. It is
time consuming etc. Average value SCB and HSBC are (3.60) and others are
(3.40).

 Above figure mentioned that, bank loan disbursement timing are not totally
pleased the clients (3.80).they said moderate time taken by SCB and HSBC &
other commercial banks are (3.50) poor to disbursement of loan.

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 In the Auto bills facility of SCB and HSBC, customers are pleased. Mean value
noted that (4.30). But other commercial banks, they maintain some formalities.
So customer does not want to go this bank. But other commercial banks are
maintaining too many formalities. So there services are (3.70) out of 45
customer responses.

 From the research I have measured that (3.80) of the total client are aware of
loan scheme. They awarded it from different sources and (3.80) are not aware
about it, I have found that most of the clients of these banks are aware of the
customer about the loan scheme.

 Commercial banks like IBBL, DBL, MTBL, NBL, EBL, EXIMBL,

SOUTHEASTBL, UCBL, BBL, DBBL, CBL, PBL, and OBL are given
flexibility to customer on the deposit requirement facility 4.10. They are
charging low deposits when individuals are want to open account. But SCB and
HSBC require big deposit to open bank account. Student and many other low
income people can’t afford that much deposit at a time.

 In the card facility services SCB and HSBC banks are much fast. Customer is
highly satisfied on this facility. Mean value says that 4.50. But other commercial
banks are comparatively low market accessibility.

 Penalty charges on loan are high for every commercial bank. Late repayment
rate are much high. So customers are not fully satisfied on this service. Mean
value of SCB and HSBC banks are 3.80 & other commercial banks are 3.60.

 In ATM booth services SCB and HSBC banks services are much speedy.
Average value of SCB and HSBC are 4 and other commercial banks are 3.10.
DBBL has the largest ATM in Bangladesh. But their service is not up to the
mark.

 Employee behavior of SCB and HSBC banks are very friendly and they
maintain the professional manner. But other commercial banks have the same
output. Clients have no objections about the Employee behavior. Mean value
mention that SCB and HSBC are 4 & other commercial banks are 4.10 out of 45
customer responses.

 In the branches services all banks are almost same position. Available branch are
nearest the customers.

 In the western union money transfer SCB and HSBC is so much demandable
bank. But other commercial banks not are reaching that level.

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 In the case of RFCD account SCB and HSBC banks are motivated the customer
in a great way. But other commercial banks are not motivated the customer to
that extent.

 In the corporate banking services all these commercial banks are reach the best
satisfaction level. Clients are highly delighted.

 Corporate social responsibilities in these banks are so much nearest in the

general people, poor people, and lower level people. All the banks are trying to
properly maintain these.

 SCB and HSBC are reached the pick level of banking sectors. There mean value
is (4.30). But other commercial banks are not reaching that level. They tried to
achieve that.

 SCB and HSBC charges high processing fee for loan. Customer responses are
said that is (3.90). Other commercial banks are maintaining so much additional
formalities. There mean value is (3.80).

 Interest rates charge of SCB and HSBC are comparatively high from that
commercial bank like IBBL, DBL, MTBL, NBL, EBL, EXIMBL,
SOUTHEASTBL, UCBL, BBL, DBBL, CBL, PBL, and OBL. In these banks
some are maintaining Islamic sharia’h that’s why they cannot charge high rate.
They avoid high interest.

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 Priority Banking and Special
Services in a Level of customers

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 Priority Banking and Special Services
It is to be good for any organization, if they see their service in the eye of their
customers – what they want, what they expect. They should realize and understand
how the things to satisfy customer can be achieved and to act accordingly to customer.
Quality, Value, Punctuality, Efficiency, Ease of Access, Environment, Inter-
departmental Teamwork, Front line Service Behaviors, Commitment to the Customer
and Innovation all those are the main factors to improve the service qualities for the
customer management procedures of a bank. So every commercial bank introduces
many services in many names in many different ways. Those are called sometimes
Priority banking sometimes Priority privileges and sometimes many types of schemes.
How they attract some samples are given below:

Green Banking at UCBL

The Green Banking Policy of United Commercial Bank Limited has already been
formulated by the ‘Green banking Cell’ and the Board of Directors approved it. In line
with the Policy, adequate funds will be allocated in the next budget of the Bank for
related activities. As per the guideline of Bangladesh Bank, a separate policy has been
formulated as Environmental Risk Management (ERM) Policy, aligned with Credit
Risk Management Policy. The Board of Directors also approved the ERM Policy.

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Besides, Formulation of a draft ‘Green Office Guide’ for the purpose of development
of In-house Environment Management is at the final stage. In the meantime, the
following activities and programs have been undertaken in compliance with Green
Banking Guidelines of Bangladesh Bank:

1. Variable Refrigerant Flow (VRF) system Air Cooler, lessening around 25%
electricity consumption, has been installed at Bank’s Corporate Head Office.
2. Since the inception of 2011, the Bank has started installing energy efficient
bulbs in the newly established Branches.
3. As an initial initiative of establishing environment friendly Branches, the Bank
has introduced solar energy system at Noapara Branch, Chittagong and other
Branches will be equipped with the same system phase by phase.
4. Different divisions of the Bank are disseminating operational guidelines,
circulars and Management decisions as well as collecting statements through
email reducing use of paper.
5. The Data Center built inside the Corporate Head Office at Gulshan uses In-
Row Precision Air-Cooling System which ensures minimum power
consumption to maintain necessary temperature for the Data Centre
Equipments.

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81
 Reduced Lending Rates
 Waiver of fees on various products and services
 Higher ATM withdrawal limit
 Free Internet Banking
 Free debit card
 Discount on locker service
 Special debit card and Cheque Books
 Composite statements
 International Credit cards

 Dedicated lounges
 Preferential and fast track service for loan application
 Dedicated Personal Relationship Manager
 Dedicated Hotline at the upcoming contact centre

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 Enjoy your exclusive privileges at
 Restaurants
 World class hotels
 Hospitals
 Jewellery shops
 Resorts
 Beauty salons
 Health clubs, etc

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 Prapti Current Account

With a view to ease your busy life, BRAC Bank is offering you current account
named PRAPTI. You can deposit and withdraw money through any branches, SME
sales & service centers during banking hours and through ATM and CDM 24 hours.
Besides, you will get interest daily on your balance.

Eligibility

Any kind of organization (such as sole proprietorship, partnership, private limited

company, educational institution, NGO/Project, Co-operative society and so forth).

Specialty of PRAPTI Current account

It is a current account in which interest is paid on daily balance. You can open up this
account in our any branches across the nation with only BDT 2000. For your
withdrawal need you will have debit card (only for sole proprietorship) with opening
the account. You can make your transactions through our 22 SME sales and service
centre, 48 agri branch and 81 branches, 304 ATMs and 30 cash deposit machines
without hassle.

How can I get statement?

Statement will be sent to your address on every six months

Rate of Interest

The following is the rate of interest applicable daily on your balance.

Amount of Balance Specific Interest Rate

0 - Below 5,000 0%

5,000 - Below 100,000 1%

100,000 - Below 250,000 2%

250,000 – Below 500,000 3%

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500,000 & Above 4%

Miscellaneous Fee

Relationship Fee Free (If average balance is BDT 100,000 or above). BDT 500+15%VAT will
(Half yearly) be charged if average balance is below than BDT 100,000.

Debit Card/ ATM BDT 600 + 15% VAT

Card Fee (Yearly)

Cheque Book Fee First Cheque book is free (25 leaf). From 2nd Cheque book (Maximum 100
Leaf) BDT 8 + 15% VAT (per leaf) will be charged if average balance is
below than BDT 1,00,000.

Excise Duty As per Government rules.

Inter / Intra City As per schedule of charges

Online Banking Fee

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Welcome to EBL Priority Banking – where your priority is ours. EBL Priority
Banking is an exclusive banking service offered to our most valued clients like you, to
help you achieve your financial aspirations. We are dedicated in providing a
As our preferred customer you deserve the best. Our aim is to provide you with the
best lifestyle privileges which include:

Complimentary membership/ discount on five star hotels, restaurants, airlines,

hospitals, gym, shopping centers etc.

Personal dedicated Relationship Manager

24 hours call center (soon to be launched)

Fast track loan/ deposit application process

comprehensive range of banking services to help you enhance your wealth and enjoy
a life full of privileges. Our tailor-made personalized financial services and dedicated
Relationship Managers help release you from The hassles of financial management
and enhance your wealth with ease.

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Mobile Banking is a Banking process without bank branch which provides financial
services to unbanked communities efficiently and at affordable cost. To provide
banking and financial services, such as cash-in, cash out, merchant payment, utility
payment, salary disbursement, foreign remittance, government allowance
disbursement, ATM money withdrawal through mobile technology devices, i.e.
Mobile Phone, is called Mobile Banking.

Shopno Jatra Student Services

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Shopno Jatra Student Services [SJSS] of Dhaka Bank Limited is destined to provide
“One Stop Solution” for Bangladeshi students going overseas for study purpose.
Understanding the need, this exclusive service is tailored to provide same day banking
solution at lowest charge/fees.

Shopno Jatra Student Service offers

1. Transfer of Student Application Charges to foreign educational institute
2. Opening/ processing of student file
3. Issuance of Foreign Currency for Tuition Fees & Living Expenses
4. Issuance of Student International VISA Card
5. Special Study loan

Dhaka Bank, has a dedicated student service wing is pioneer to launched Student
International VISA Card for the first time in Bangladesh, which allows the students of
flexibility & safety of plastic money, which they can avail for living expenses. Card is
affordable & easy to re-charge is the fastest solution to remit living expenses to the
students.

Service Locations:

1. Retail Banking Division, Adamjee Court (Ground Floor) 115-120 Motijheel C/A
Dhaka-1000 Phone: 717812,7122549,9552081 Ext -108 Hotline: 017 5553 3327; 017
1092 8375 Email:shopnojatra@dhakabank.com.bd

2. Foreign Exchange Branch, Biman Bhaban (1st floor) 100 Motijheel C/A, Dhaka-
1000 Zinnat Sultana Hotline : 7126065 Ext -120

3. Dhanmondi Branch, House # 20, Road # 7 Dhanmondi R/A, Dhaka 1207 Mahima
Mariam Hotline : 016 8008 2304

4. Banani Branch, 73/B Kemal Ataturk Avenue Banani, Dhaka-1213 Md. Jahidur
Rahman Hotline : 016 7816 9912

5. Karwan Bazar Branch, Summit Centre (1st floor) 18 Karwan Bazar, Dhaka-1215
Khandker Mahbubul Kabir Hotline: 011 9984 4850

6. Gulshan Branch, Plot # 7, Block # SE(D), Holding # 24 Gulshan Avenue;

Gulshan-1, Dhaka-1212 Md. Asaduzzaman Hotline: 017 1208 5845

7. Uttara Branch, House # 01, Road # 13, Sector # 1 Uttara, Dhaka-1230 Md.

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Rokanuzzaman Hotline : 017 1258 2125

8. Lal Dighir Par Branch, Sylhet, 960 Laldighirpar Kotwali, Sylhet Shahrana Wahed
Hotline:017 1115 6685

9. Agrabad Branch, Chamber House 38 Agrabad C/A, Chittagong Rumana Shahid

Hotline: 031-2524618, 031-2523420-2

Documents required:

* Valid Offer letter / I-20

* Valid Passport
* Valid Offer letter with Course Duration & refund policy.
* All Original certificates.
* Refund policy in case of FTT (SWIFT) with Banking Details like Swift code,
Account Name, Account Number, Bank Name.
* 3 Copies of passport size photographs of student and 2 copies of Nominee.
* National ID card/ Passport of the Nominee.
* Account Name must be in favour of the institution for FTT(SWIFT).

Mudaraba Farmers Savings Account (MFSA)

Main Features

89
  With a view to grow up savings habit among the farmers to involve them in
banking transaction considering their contribution to the financial activities, to
bring them under the banking arena and to increase Financial Inclusion of the
country to encourage them to make savings in Banks that will be helpful for
them to make a big savings little by little to enhance their financial strength at
the time of their crucial need. This account can be opened by depositing
Tk.10/- only

Required Documents

 Complete account opening form

 02 copies passport size photographs of account holder duly attested by
introducer

 1 copy photograph of nominee duly attested by the accountholder

 Identification proof like National ID Card/Passport/Chairman or Farmers ID

Card

 Minimum deposit Tk.10/-

 Introducer signature

90
NFC Deposit

National Bank Limited gives opportunity to maintain foreign currency account

thorugh it's Authorized Delear Branches. All non – resident Bangladeshi nationals and
persons of Bangladesh origin including those having dual nationality and ordinarily
residing abroad may maintain interest bearing NFCD Account.

Benefits (Condition Apply)

NFCD Account can be opened for One month, Three months, Six months and One
Year through US Dollar, Pound Starling, Japanese Yen and Euro.

The initial minimum amount of $1000 or 500 Pound Starling or equivalent other
designated currency.

Interest is paid on the balance maintain in the Account. This interest is tax free in
Bangladesh.

Account Opening

2 copies of recent photograph of account holder.

Nominee's Photograph.

Passport Copy.

ID of residence in abroad.

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93
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Loan against Trust Receipt

We provide post shipment finance i.e. LTR to manage immediate liquidity of

importers.

Features and Benefits

 Easy Documentation.
 Fast Processing.
 Allow an importer to take possession of the goods for resale.
 Increase the present cash flow of the exporter to improve the financial
condition and strengthen the financial ability.
 Global loan limit exposure for the client.
 Online banking facilities for repayment.
Requirements

 Application received from the customer for LTR facility.

 Photograph of signatory to be attested by Chairman of the company.
 Copy of valid trade license
 Official seal with designation
 Tax Certificate
 KYC Form
 Transaction Profile
Fees and charges

 Application Form for request for loan facility – Taka 250/-.

 2% on approved loan amount.
 13% p.a. at quarterly rests subject to change(s) that may be made by the Bank
from time to time.
 Half yearly Service Charge:
 Taka 1,000/- on each account for urban clients
 Taka 500/- on each account for rural client

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96
EXIM Kishan

EXIM Bank has committed itself to the Government’s initiative to provide

agricultural investment directly to the farmers for agricultural development of the
country. From the very beginning Bank has started investment in various sectors
including agriculture. Since 2008-09, bank has allocated separate target for
agricultural investment. Mainly Crops, Fisheries & Livestock are the 3 core sectors
and another agricultural supporting sector is Farm Machinery. In line with directive of
Bangladesh Bank "Agricultural /Rural Credit Policy and programme for the FY-2009-
2010” Exim Bank has launched "EXIM KISHAN" a new agricultural product on
October 31, 2009. "EXIM KISHAN" is a short term agricultural and rural investment
facility under agricultural investment by which farmers, specially share cropper and
marginal farmers, are getting agricultural investment without collateral security. -By
this time this programme has become popular in share croppers and marginal farmers.
Under guideline of Central Bank policy, the bank has introduced "Area Approach"
concept for Mushroom and Flower cultivation at Savar. The Bank has declared
"Muddafaorgonj Union" at Laksham Upazilla, Comilla as an "EXIM KISHAN
MODEL UNION" for integrated agricultural investment and development.

The objective of the product is to increase agricultural investment with a view to

alleviate poverty by ensuring food security which ultimately raised standard of living
of rural people by creating employment opportunity. In this regard, the bank has
already appointed 19 educated unemployed youth as "Agricultural Field Worker"
which directly promote to the Government Employment Creation Program of
unemployed youth. In the FY 2009-2010, Agricultural investment target was
Tk.250.00 million. Bank has achieved more than 100% of the target. During the FY

97
2010-2011 the Bank has fixed up a target of Tk.300.00 million for Agricultural
investment and as on December 31,2010 Tk.194.00 million has already been provided
among 1598 farmers which is 65% of the target. It is expected that the target will be
achieved by the end of the financial year 2011.

EXIM KISHAN

Sector of investment:

BAIM (Agri) mode of investment in all crops sector as per Bangladesh Bank
“Agricultural / Rural Credit Policy and Program”. Fisheries, Poultry, Cattle for
plough, Beef fattening, Duck, Cheeks/ Chicken, Honey extraction, Mushroom, Dates,
etc. as working capital investment for farmers. IBB mode of investment for (Capital
items) Purchase farm machineries, purchase milk cow, small hatcheries, making
poultry shade/building, mushroom shade, etc. As per Bangladesh Bank schedule &
EXIM Kishan guide lines Mark up: One year in BAIM mode of investment but must
ensure early adjustment as per Head Office sanction letter repayment schedule.
Generally not allowed but exception in some limit Hypothecation of business crops,
live animal, chicken, ducks, etc. Personal Guarantee of farmer, his/ her spouse & third
party, Post dated Cheque, Equitable mortgage (EM) (if any), & Registered Mortgage
(RM) with Registered Irrevocable Power of Attorney (RIPA) (if any/Possible) must be
obtained.

98
HSBC is pleased to offer you HSBC Select - a customized banking proposition
offering exclusive privileges and unrivalled personal attention.

HSBC Select is designed to provide you with a superior service offering, access to
exclusive facilities, preferential pricing, convenient services and personal attention,
allowing you greater personal and financial freedom.

Exclusive privileges

HSBC Select brings you exclusive travel, lifestyle, shopping and dining privileges at
various high end outlets in Bangladesh. So, indulge yourself in the luxuries and
extravagance of life.

Dedicated relationship managers

Receive one-on-one assistance from a personal relationship manager to manage all

your financial requirements.

Privileged Access

Exclusive HSBC Select centers offer a private lounge, reserved car parking for your
convenience and priority service.

Visa Gold International Credit Card

Visa Gold International Credit Card allows you flexibility and convenience when you
travel internationally. The credit card entitles you to exclusive discounts worldwide.

99
Pre-approved overdraft facility

As an HSBC Select customer, receive pre approved, unsecured overdraft facility* to

meet any of your emergency financing needs.

HSBC global Select ATM card

This card is issued against your resident foreign currency deposit. It allows you to
access cash from over 800,000 ATMs around the world, 24 hours a day (subject to
foreign exchange regulations).

Improved pricing

You can avail improved pricing on loan products, credit facilities, remittance and
other services.

Greater credit limit

As an added privilege, enjoy up to 80% of apartment/building value as home equity

loan.

Emergency cash disbursement

You will be able to receive emergency cash at any HSBC branch worldwide (subject
to foreign exchange regulations).

Waiver of fees

There will be no fees on purchase or sale of foreign currency, required for travel
purposes (limits apply).

Commission free endorsement

There will be no commission charge on the endorsement of foreign currency for self
and spouse.

Higher ATM limits

You can enjoy a higher ATM withdrawal limit up to BDT150, 000, 24 hours a day.

100
Deposit Services

As an HSBC Select customer, get a personalized Cheque book, a specially designed

ATM card with enhanced withdrawal cash limit and the opportunity for real time
viewing and managing of accounts through personal internet banking.

Free ATM cash withdrawals from any visa marked ATMs in Bangladesh

Withdraw cash from any visa marked ATMs in Bangladesh absolutely free of charge*.

Free international fund transfer

Enjoy commission free fund transfer when transferring money internationally

between your HSBC accounts*.

Pre-arrival Overseas Account Opening within the worldwide HSBC network

If you are moving to another country and willing to open an HSBC account there, just
give us the necessary details ahead of time and your account will be ready when you
arrive*.

Privileged Services at Hazrat Shahjalal International airport

Being an HSBC Select customer, get privileged services during arrival and departure
at Hazrat Shahjalal International airport in Dhaka. You also get free access to Balaka
VIP lounge*.

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 From everyday banking to long term benefits. We bring to
you a suite of world-class solutions that help you meet your financial needs.

Convenient Banking Solutions

Enjoy the benefits of a range of banking account solutions that provide you with full
transactional capabilities, special pricing privileges and higher returns. The
Supersaver Savings Account gives you power to access all VISA ATMs across
Bangladesh through your priority Platinum Debit Card.

You get a host of charge FREE and discounted banking privileges like Account
related charges. Account Maintenance Fees, Statements & Certificates Processing.
Traveler’s Cheque & Foreign Currency Issuance, Pay Order/ Drafts on Standard
Chartered branch locations and Doorstep banking facility. Locker facilities at our
branches are at a 50% discounted tariff.

A range of solutions including SME Banking, Property & Loan solutions, etc
have been customized for you.

Unique Card Solutions

Your Priority Banking Debit Card unlocks a whole range of services, privileges and
rewards that befit your priority status. Exclusively customized for Priority Banking,
this Card provides you with global recognition at all our branches and Priority
Banking centers. They also come bundled with a host of unique benefits such as travel
and medical insurance, and special retail offers and privileges.

The specially designed Priority Banking Platinum Debit Card is your primary global
relationship card with the Bank, offered to you when you begin your relationship with
the bank The Card provides you global recognition at all Priority Banking centers and
branches, and local and international access to your banking accounts.

Within Bangladesh you can use this card to access the full range of Standard
Chartered VISA ATMs including VISA ATMs from other Banks which are under our
shared network. Additional features on your card. Enhanced Spending limits - We
understand your needs for having higher spending limits and therefore give you an
enhanced daily withdrawal limit of BDT.150, 000 at ATMs and BDT 300,000 on
purchases.

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Furthermore, you will also enjoy special benefits such as discounts on foreign
exchange transactions under the Global Rewards program at all Travelex locations
worldwide.

Customized benefits tailored to suit your unique individual needs.

As a Priority Banking customer, you have the advantage of enjoying customized

benefits that recognize your relationship with us and have been tailored to suit your
individual needs.

And because we know they mean the world to you, some of these benefits also extend
to your family. Just like you, they will also enjoy the perks of banking with us, from
designated tellers and dedicated hotlines to exclusive lifestyle privileges and rewards.

Privileged Pricing

As your financial partner, we will be able to offer you best value on your product
needs tailored by your Relationship Manager, with preferential pricing.

Your pricing privileges include:


Special fee waivers and/or discounts on your routine banking transactions and
services such as cheque books, cashier’s orders etc.*

Special pricing for your deposits and loans

Free international fund transfers

Free worldwide ATM network

Global foreign exchange discount at Travelex

* Please refer to latest Schedule of Charges

Household Recognition

We know your family is your greatest asset, so we have also made them our priority.
It’s our way of ensuring a total banking relationship for you,

Your family will enjoy:

 Complimentary Priority Banking membership extended to your spouse and

children
 Access to Priority Banking Centers, teller counters and hotlines
 Privileged pricing on banking transactions and services
 Lifestyle privileges including family events

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Total Relationship Rewards

At the end of the day, it’s not only about making the right choice of financial partner
in growing your wealth and maximizing your returns. It’s also about indulging in the
fruits of your banking relationship with us as you go along.

That's why we have introduced an exclusive, unique and differentiating total banking
rewards scheme which allows you to earn points not only on your Card spends but on
all your banking accounts with us including savings, deposits and loans.

Your reward points can be accessed only through the prestigious Visa Signature Credit
Card, which is the key to unlocking exclusive benefits and exceptional rewards from
your total banking relationship with us.

Here's an example how you can earn Reward Points on your Standard Chartered Visa
Signature Card with this unique and innovative programme:

N0. of
Reward
Monthly Reward
Existing Portfolio of points
Category Amount points
accounts earned in
(BDT) earned
one year*
Monthly
Visa Signature Card Retail Spend 10,000 200 2400
Current & Saving
Average Balance 50,00,000 7500 9000
Account
Loan Outstanding 70,00,000 552 6624
Mortgage Loan Yearly Disbursement
70,00,000 - 105000
Amount
Loan Outstanding 20,00,000 103 1234
Auto Loan Yearly Disbursement
20,00,000 136-152
Amount
Personal Loan Loan Outstanding 10,00,000 80-90 1040
Total Reward point accumulated in a year 154,776

Preferred Banking
It's time to move to a new class of banking.

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Preferred Banking knows your preference for faster, simpler and more rewarding
banking experience. One that recognizes your total banking relationship with us.
Giving you more of what you

Recommendation and Conclusion

105
Recommendation:
At present the banking industry in our country is facing not only the indigenous
banking competition but also it is matching towards global banking competition
overtime. From the question of survival, operating efficiency and better diversified
services are regarded as priority concerns for the banking industry.

Commercial banks and multinational commercial banks Bangladesh limited both are
playing a vast role for developing the banking sector and also economy of
Bangladesh. In the light of forgoing discussion and finding following suggestion can
be provided for achieving greater performance.

Multinational banks like SCB and HSBC:

 Cheque books are needed when money is taken in the time of withdrawal and
deposit .So Cheque books should be available in their hand. Therefore SCB
and HSBC banks should take a short time to provide Cheque books.

 The SCB and HSBC banks should decrease the interest rates for the
customers. So that customer feels reasonable when they are taking loans.

 In SME banking services SCB and HSBC banks should increase their
branches. And also efficient employees should be recruited. Special SME
services should be provided for the women entrepreneurs’.

 Awareness of the loan schemes activities, the SCB and HSBC banks will must
be more aware about the customer perception level. So that those customers
can get easily better services.

 The SCB and HSBC banks have some problem in customer services. They
should go through net banking system to provide better facilities. These banks
can use new technique like opening a women branch which branch will be
dedicated only for women services.

 The office environment of these SCB and HSBC banks is not good enough.
They should try to improve their office environment. Loan policy is also

106
 difficult to understand for general people. So it should make easy to
understandable for all the customers.

 The SCB and HSBC banks should decrease the deposit requirement so that
clients feel easy and can maintain the account frequently. And should decrease
the penalty charge on loan late repayment.

Other Commercial Banks

 IBBL, DBL, MTBL, NBL, EBL, EXIMBL, SOUTHEASTBL, UCBL, BBL,
DBBL, CBL, PBL, and OBL banks loan and advance sector are not good,
because the procedure of loan sanction is too much time consuming, and
maintain too much formalities. If these banks become free from it, these banks
can increase its volume of loans and advances.

 In SME banking other commercial banks should increase their branches. And
also efficient employees are recruited. Special SME services are provided for the
women entrepreneurs’.

 In loan processing system other commercial banks should free from formalities.
Then customers can get more suitable services.

 Awareness of the loan schemes activities, other commercial banks should be

more aware about the customer perception level. Then customers can get more
suitable services.

 Other commercial banks should provide 24 hours online banking in a

professional way. They are not following totally online system. Customers are
wanted to get more online services. They are backside comparatively with SCB
and HSBC banks. So customers are not fully interested. In the digitalization all
the banks should follow the online system.

 Using credit card, these banks should be more flexible only for the customer
management procedures and customer satisfaction. Customer wants to use and
access the card in ATM booth more easily.

 These commercial banks follow the additional term to pay money transfer. They
should be very smart for customer to provide best services. Because others
banks are too much smart.

 These commercial banks should Increase the market acceptance on their debit
and credit card. Customer wants to get flexibility on their banking services.

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Conclusion:

Customer management, a business term, is a measure of how products and services

supplied by a company meet or surpass customer expectation. It is seen as a key
performance indicator within business. In a competitive marketplace where businesses
compete for customers; customer relationship management is seen as a key
differentiator and increasingly has become a key element of business strategy.

It is to be good for any organization, if they see their service in the eye of their
customers – what they want, what they expect. They should realize and understand
how the things to satisfy customer can be achieved and to act accordingly to customer.
Quality, Value, Punctuality, Efficiency, Ease of Access, Environment, Inter-
departmental Teamwork, Front line Service Behaviors, Commitment to the Customer
and Innovation all those are the main factors to improve the service qualities for the
customer management procedures of a bank.

Commercial banks and multinational commercial banks Bangladesh Limited are

trying to provide their best services for the customers for that they want to implement
some important steps as follows -----They are trying -

 To make the service quicker as much as possible.

 To be strict to their commitment and loyal to their promises they have done.

 To make a friendly environment.

 To be frank and friendly in behavior with the customers.

 To clarify and define customer service policy.

These banks are trying always to improve the quality of their service so that no
customers are dissatisfied and leave the bank with dissatisfaction. Even they are in
such mission to take back their old customers who had left the bank already. To
increase the fame of organization than it right now and to make more benefit for the

108
organization they try to keep promises and commitment. In the business of banking
services, it's important to work closely with your customers to make sure the services
you create for them is as close to their requirements. In such oriented business like
bank, it’s very much important to have close relation with their customers and to
satisfy their requirements.

Bibliography and Reference

o Chowdhury, L. R. 1983, a handbook of Bank’s Advances, 1st edition.

o Khan, A. R. 2008, Bank Management – A Fund Emphasis, 1st edition.

o Kotler & Armstrong, Philip & Gray 2008, The Principle of Marketing 12e,

o Kotler, Philip 2003, Marketing Management 11e, Prentice Hall, Upper Saddle
River, New Jersey.

o http://www.a1-writers.com/files/indian_banking.pdf

o http://uitm.academia.edu/albakrimohammad/Papers/1437150/A_comparison_o
f_questions_scales_used_for_measuring_customer_satisfaction

o http://customerservicemanager.com/customer-management.htm

o http://en.wikipedia.org/wiki/Customer_relationship_management

o http://www.businessdictionary.com/definition/customer-satisfaction.html

o http://www.scribd.com/doc/60151141/Research-on-Customer-Satisfaction-of-
commercial-banks

o http://www.oppapers.com/essays/Customer/342059

o Standard Chartered Bank Ltd home page 2009, viewed 20 th November 2009
http://www.standardchartered.com/bd/en/

o Islami Bank Ltd home page, viewed 2nd November 2009,

http://www.islamibankbd.com/home.php

o Annual Report of Standard Chartered Bank and Islami Bank Bangladesh

-2011

o http://www.ucbl.com/

o http://www.mutualtrustbank.com/

109
o http://www.bracbank.com/?drgn=1

o http://www.ebl.com.bd/

o http://www.dutchbanglabank.com/

o http://www.dhakabankltd.com/

o http://www.dhakabankltd.com/prod_sj.php

o http://www.islamibankbd.com/

o http://www.nblbd.com/

o https://www.thecitybank.com.bd/home.php

o https://www.thecitybank.com.bd/SMS-Banking.php

o https://www.southeastbank.com.bd/loan_against_trust.php

o https://www.southeastbank.com.bd/

o http://www.onebankbd.com/home.php

o http://www.eximbankbd.com/

o http://www.eximbankbd.com/index.php/agri/EXIM_Kishan

o http://www.hsbc.com.bd/1/2/

o http://www.hsbc.com.bd/1/2/retail-banking/hsbc-select

o http://www.standardchartered.com/bd/en/

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 Bank Name

Appendix
Sample Questionnaire for Bank Employees

Survey questionnaire:

Identification of Customer management procedure in banking services as an employee:

Please allow me five minutes from your time for the survey:

1. Sex: Male  Female 

2. Your monthly income: (not optional)

 Below Tk. 10,000  Tk. 10,000- Tk. 30,000  Tk. 30,000 – Tk. 50,000

 Tk. 50,000-80,000  Tk. 80,000 – above

3. How many customer you are handling each day?

 50  70  90  More than 90

4. Which service is different from other commercial bank? __________________

5. How did you value your customer? __________________

6. Is your bank doing the business ethically or unethically?

 Yes  No

7. Did you solve the problem of The ATM/Debit/Credit card easily?

 Yes  No

8. Are you wear any special dress or follow any dress code for the customer?

 Yes  No

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9. Did you inform about the alternative solution of any service to your customers?

 Yes  No

10. Are you giving proper attention to the customer?

 Yes  No

11. Did you explain every hidden cost to your customer?

 Yes  No

13. Do you try to remember the name of the customers?

 Yes  No

14. Does your Bank have any special service for special customers?

 Yes  No

If yes, please mention: ……..…………….

Thank you for your cordial co-operation.

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Sample Questionnaire for Bank Customers

Survey questionnaire:

Identification of Customer feedback from quality banking services

Please allow me five minutes from your time for the survey:

1. Gender:

A) Male. B) Female.

2. Education: A) SSC B) HSC C) Graduate D) Post graduate

3. Profession:

A) Private Service B) Govt. service C) Business D) Others-------------

4. Current status: A) Student +Job holder

B) Job holder only

C) Others (Please specify……

5. Income in TK.:  Below Tk. 10,000  Tk. 10,000- Tk. 30,000

 Tk. 30,000 – Tk. 50,000  Tk. 50,000-80,000

 Tk. 80,000 – above

Here given the following scale with five responses (Strongly Disagree-1, Disagree-2,
neither Agree nor Disagree-3, Agree-4, Strongly Agree-5). Mark a box that provides your
valuable perception about the customer satisfaction of banking services in Bangladesh.

SL Particulars 1 2 3 4 5

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1 Account opening procedure is easy

2 Cheque book issuance procedure is so fast

3 Service charge of money Transfer are reasonable

4 Using credit card is so easy

5 To providing best services this bank is so speedy

6 Satisfied with the services of Auto bills facility

7 The bank is providing online services is 24 hours

8 Satisfied with the deposit requirements that are needed to

open an bank account

9 Providing Accidental death insurance facility

10 Market acceptance of using the debit or credit card

11 Western Union money transfer of this bank is very well done

12 Satisfy with the services of deposit machine

13 The employees of the bank can understand my need

perfectly

14 Satisfied with the services of SME banking

15 Western Union money transfer of this bank is very well done

16 Employee behavior with client is friendly

17 Best bank’ for corporate social responsibility

18 Procedure of issuing loan/advance is easy

19 Interest rate on loan is reasonable

20 Loan disbursement time is appropriate

21 Awareness activities about their loan schemes is satisfied

22 Resident foreign currency deposit(RFCD) facility is best

23 The interest rate on early settlement of loan is reasonable

24 Satisfied with loan processing fees

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25 The penalty charges on late repayment in loan is reasonable

Thanks for your cooperation

Acronyms

A/C Account

ATM Automated Teller Machine

AD Authorized Dealer

BB Bangladesh Bank

BD Bangladesh

BOE Bill of Exchange

CRR CASH RESERVE REQUIREMENTS

DD Demand Draft

DFIs Development Financial Institutions

EXP Export Form

FC Foreign Currency

FDD Foreign Demand Draft

IMP Import Form

L/C Letter of Credit

NCBs Nationalized Commercial Banks

PO Payment Order

SWIFT Society for Worldwide Interbank Financial

115
SSL Secure Sockets Layer

TC Travelers Cheque

TR Trunk Receipt

TT Telegraphic Transfer

STD Short Term Deposit

FDR Fixed Deposit Receipt

Bank Lists:

1. United Commercial Bank Limited-UCBL.

2. Mutual Trust Bank Limited-MTBL.

3. BRAC Bank Limited-BBL.

4. Eastern Bank Limited-EBL.

5. Dutch Bangla Bank Limited-DBBL.

6. Dhaka Bank Limited-DBL.

7. Islami Bank Bangladesh Ltd-IBBL.

8. National Bank Limited-NBL.

9. The City Bank Limited-CBL.

10. Prime Bank Limited-PBL.

11. Southeast Bank Limited-SBL

12. One Bank Limited-OBL.

13. Exim Bank Limited-EXIMBL

14. Hong Kong Shanghais Bank-HSBC.

15. Standard Chartered Bank-SCB.

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117