Chapter 1

1.1Scope of Study: Internship Program is an internal part of a business Programme of

any University. This Intern must carry out a specific project which is assigned by the concerned supervisors. Consequently a report based on the projects is to be submitted to the supervisor. PBL is the fast growing private sector bank and the bank is already at the top slot in terms of quality service to the customers ad the value creation to the shareholders.

1.2Objective of Study:
Without objective any mission will not be successful .The objective of the study may be spelled out as follows: To fulfill the requirements of MBA degree. To know the various deposit products and investment schemes of PBL. To gather comprehensive knowledge on overall banking functions of PBL To know how to deal with credits and general banking practices. To find out the problems of customer services of Prime Bank Limited.

1.3 Methodology:
Study design: The survey method used in this study is primary data collection tool. Each respondent is given a questionnaire to fill in. Through the questionnaire the respondents will be asked about the personal views of the clients satisfaction on the services of Prime Bank Limited .Certain objective will be examined using secondary data .A structured questionnaire is used in this research to collect data from the valued clients. The method of data collection is communication study. The questionnaire survey method is useful method to collect data for the following reasons:

 Data collection method: The people contain information gathered from both primary and secondary sources of PBL. These two sources are given stated below. 1. Primary Sources: Primary sources of data were collected from face to conversion with bank officers and questionnaire survey with the customer will be made at PBL. a) Questionnaire Design: Questionnaire design on the basis of observation and expletory research and not based on literature review. b) Sample size: I have selected the sample size of 100. Among them 80 customers are from General Banking, 20 customers are from Credit and 20 from Foreign Exchange Department. 2. Secondary Sources: The secondary sources of data collected from the following sources. a. Annual report of PBL. b. Memorandum, articles and handbook of the book. c. Annual report of Bangladesh Bank. d. Finance Ministry Report on financial Sector. e. Websites. 1.4 Rationale: This study represents a fundamental philosophy of banking which managements recognizes that the bank should be market driven and thus adapts strategies that focus on meeting consumer needs .Coincident with a profit plan banks should have a marketing plan which consists of conducting a situation analysis ,setting objectives, selecting target markets ,designing a marketing strategy, implementing the plan and conducting a post - audit .Growth of customer attitudes to make prime bank is directly related to its marketing strategy .In todays ever-growing and competitive environment bank can achieve its goals only by applying marketing tools and techniques. In order to respond to the changes of the industry a bank must differentiate its service and promote them in innovative way.

1.5 Limitation of the Study

From the beginning to end the study has been completed sincerely & truthful .But some Problems arise from conducting the study. Some limitations are stated below: a) Time was limited to an effective research b) Bank secrecy posed a major problem since discloser of some information has been restricted. c) The officers at the customer services are very much busy with their activities. They are interested to help me but have no time to do that. The customers of the bank are also seemed to be busy. d) Sufficient records, Publication, facts & figures are not available as per requirements of preparing this report.

Chapter 2
2 Organizational Profiles
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 Ltd. 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, a highly professional and dedicated team is managing Prime Bank Ltd. 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 Limited is a fast growing private sector bank and the bank is already at the top slot in terms of quality service to the customers and adds value to their shareholders. Prime Bank Ltd. 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 CAMEL rating. The bank has already occupied an enviable position among its competitors after achieving success in all areas of business operation. Prime Bank Ltd. 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. The bank has consistently turned over good returns on Assets and Capital. The Bank made satisfactory progress over the years after its starting. In spite of complex business environment and default culture, quantum of classified loan in the bank is very insignificant and stood at less than 1.48%. Despite difficult circumstances it became able

to sustain with some achievements. The bank further expected and consolidated its customer base in both of its core business and retail banking. Prime Bank Ltd., 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, the strategy is to serve the customers through capacity building across multi delivery channels. The past performance gives an indication of strength. The bank is better placed and poised to take their customers through fast changing times and enable them compete more effectively in the market they operate.

2.1Objective of the Bank:

Prime Bank Limited is designed to provide commercial investment bank services to all type of customers ranging from small entrepreneurs to big business firms. In this regard, it gives emphasize on the priority sector of the economy like industry, housing and selfemployment. Besides, the bank aims to provide different customer friendly deposit and loan products to fulfill the banking needs of the individual customers.

2.2 Vision

To be the best Private Commercial Bank in terms of efficiency, capital adequacy, asset quality, sound management and profitability having strong liquidity.

2.3 Mission

To build Prime Bank Limited into an efficient, market driven, customer focused institution with good corporate governance structure Continuous improvement in business policies and procedures. Cost reduction through integration of technology at all levels. Converting all functions at quick services.

2.4 Capital Structure of Prime Bank Limited

The authorized capital of Prime Bank Limited was Tk. 4000 million and the paid-up capital stood at the Tk. 1755 million as on December 31, 2006.Becasuse 2007 information are not available. Total capital has been

Increased from year 2005 to 2006 by Tk. 1231.89 million. At the end of 2006 total deposit stood at Tk. 54724.08 million, which is almost 1.5 times more than the previous years deposits. The growth rate of deposit is 52%. This is undoubtedly a remarkable progress considering volatile price situation for acquiring deposits.

2.5Assets & Liability

Assets & Liability of Prime Bank Limited at the end of December 31, 2006 is given below: Particulars Cash in Hand Balance with Bangladesh Bank Balance with other Bank Money at call Amount Tk. in Million 452.56 3662.43 1113.71 1490

Assets & Liability

Cas h in Hand Balanc e w ith Banglades h Bank Balanc e w ith other Bank Money at c all

2.6 Deposit Performance

Deposit performance of Prime Bank Limited at the end of December 31, 2006 is given below: Particulars Current & other Deposits Savings Deposits Fixed Deposit Scheme Short term Deposits Scheme Deposits Bills Payable Amount Tk. in Million 8261.26 4125.62 41808.96 3470.34 8203.21 528.23

Deposit Performance
Current & other Deposits Savings Deposits Fixed Deposit Scheme Short term Deposits Scheme Deposits Bills Payable

2.7 Managerial Structure of Prime Bank Limited

Board of Directors

Chairman

Consultant

Vice Chairman
Managing Director

Secretariat Board Share Affairs Dept.

Credit Policy Committee

Central Credit Committee

Asset & Liability Committee

Special Accounts Committee

System & Procedure Committee

Credit Division

Audit & Risk Management

Operation & Innovate service Division

Human Resource Div

Financial Inst. Div

Treasury Central Account

2.8 Snapshot of Prime Bank, Banani Branch

Among the sixty one branches of Prime Bank, Banani branch is one of the most reputed and respected branches in all aspects. From the very beginning this branch is contributing a lot to the bank. It is really pleasure for me to work on that reputed branch and gathers more experiences, which will be beneficial for me in future. This research is focused on Customer attitude of Prime Bank Limited where the three departments of banani branch like General Banking, Credit and Foreign Exchange has been emphasized. Date of opening: August 27, 2003 Manager: Quazi A.S.M. Anisul Kabir, Senior Vice President & Head of Branch Manager (Operation): Mr. Walliul Morshed, First Assistant Vice President Credit in charge:, First Assistant Vice President Foreign Exchange in charge: Mr. Ali MD. Nurul Huda, First Assistant Vice President General Banking in charge: Mr. Haider Hossain, Executive Officer Total number of employees: 33

Address of the branch: House-62, Block-E, Kamal Ataturk Avenue, Banani, Dhaka

Organ gram of Banani Branch

Banani Branch

General Banking Department

Credit Department

Foreign Exchange Department

2.9

Contacts of Prime Bank Limited

Address : Adamjee Court Annexe Building-2,119-120, Motijheel C/A, Dhaka-1000 Bangladesh

Phone : 9567265, 9570747-8 PABX Fax : 880-2-9567230, 9560977 880-2-9566215 Telex : 642459 PRIME BJ 671543 PBL MJ BJ E-mail : info@prime-bank.com primebnk@bangla.net Web Site : www.prime-bank.com SWIFT : PRBLBDDH

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Chapter 3
3. Customer Service of Prime Bank Limited
Prime Banks firm commitment to excellent customer service delivery has resulted to remarkable progress in all areas of operation during 2006. New product development, know the customer program and redesign of the existing products were the strategies adopted by the bank to serve the customers differently from the competitors. The continuous improvement in delivery of products and services, reduction of turn around time for loan processing, on-line deposits and remittance payment has made the key differentiation for winning the customer satisfaction. Customer service improvement program and related activities are continuously being developed, reviewed and implemented with the objective of providing excellent service to their customers. Prime Bank Limited introduced new deposits and lending products with attractive features. To give best possible services at the doorstep of their existing and potential customers, the Bank introduced Direct Selling Services by recruiting highly trained and customer focused professionals. Special counters are usually opened to meet the service demand of customers during heavy customer flow, especially during IPO offering, Bill collection, Eid holidays etc. Key to building meaningful customer relationship is to have well managed system to address and respond to all customers queries in timely manner. Customer Desk has been set up at all branches to provide services and information on banking matters. Customers of Prime Bank Limited come from all walks of life from all ages and from every type of entrepreneurial activity. The bank counts among its customers, professional, business magnets, fares and public servants. Among them are grandparents and infants, men and women, the big time industrialist and the small time shop owner. Every month some 1,400 new customers begin to bank with PBL. Whatever the transaction and customers need, Prime Bank Limited has tried to build long-term relationship. It is through these relationships that Prime Bank Limited has come to understand its customers and build value for them. Prime Bank Limited believes that it gives its customers a world-class banking service through an IT based network of 61 branches. 11

3.1Customer Service at General Banking of Prime Bank Limited

General Banking is the heart of a bank that operates the day-to-day transactions. From this department a customer can get a good impression about a particular bank. If this department is unable to create a good impression in the mind of the customer, then a bank can loose their potential and valued customer, which will destroy the foundation or concrete of the bank. It contains opening account, issuing chequebook, receiving account payee cheque, issuing and responding IBCA or IBDA, Outward and inward bills collection, issuing payment order, demand draft and telegraphic transfer, providing locker service and issuing FDR. This is very important to satisfy a customer in this sector because the customers usually make judgment about the quality of services depending on how much satisfaction they are getting from the customer services. 3.2Common Terms uses at Customer Service in General Banking 3.2.1 Deposit All deposits that are accepted by Prime Bank Limited like other banks may be classified into: Demand deposits Time deposits Demand Deposits: Demand Deposit is an account Balance that can be drawn upon on demand without prior notice. A deposit in a bank where the depositor retains the right to withdraw at any time on demand. Time Deposits: Time Deposit is a money deposit at a banking institution that cannot be withdrawn for a certain term or period of time. When the term is over it can be withdrawn or it can be held for another term. Prime Bank Limited accept time deposits through fixed deposits receipt, Shortterm deposit, Bearer certificate deposit etc. a contact is done between the bank and the customer. When the officer opens an account in the name of a customer, there arises a contract between them. This contract will be a valid one only when both the parties are competent to enter into contracts. As account opening initiates the fundamental relationship and the banker 12

has deal with different legal status, PBL officials remain very much careful about the competency of the customers.

3.3 Account Opening Procedure

Account opening is a very important task to establish banking relationship with a customer. If the banker can ensure opening of an account properly in compliance with all rules and regulations of Bangladesh Bank as well Head Office he can protect himself from of the lapses, inadequacies, errors, fraudulent activities and malpractices. Therefore, the banker is required to take utmost care while opening accounts. For opening an account a customer has to make an application to a banker in a prescribed form which usually contains the following information or steps: Name of the account holders, fathers name, mothers name, spouse name Mailing Address or Business Address (Telephone no. Fax no., Email address, residential address etc) Permanent Address Occupation Amount of initial deposit Others personal information as applicable KYC (Know Your Customer) Transaction Profile (TP)

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 Risk grading Specimen signature Recording of specimen signature Custody and safe-keeping of specimen signature cards Approval of account opening etc The related circulars must be followed meticulously issued by Bangladesh Bank or Head Office from time to time while opening the various accounts. 3.4Different Types of Accounts: Prime Bank Limited offers the following types of accounts and their formalities: 3.5.1Current Account The current account is probably the most useful bank account. This is a non-interestbearing deposit account. In the name of individual: The client has to fill up alight green account form. Terms and conditions are printed on the back of the form. It contains the declaration clause, special instruction etc. Two copies of passport size photographs duly attested by the introducer are affixed with the form. In joint name: In this type, the formality is same as individual account, but in the special instruction clause, either survivor or former or survivor clause is marked. Proprietorship: In addition the customer has to submit the valid trade license and tax paying identification number (TIN) along with the application. Two copies of passport size photographs duly attested by the introducer are affixed with the form. Partnership: In case of partnership account, the bank asks for A copy of the partnership agreement (partnership deed) A letter signed by all the partners containing the following particulars: i. The name and address of all the partners ii. The nature of the firms business iii.The name of the partners authorized to operate the account in the name of the firm, including the authority to draw, endorse and accepting the bill and mortgage and sell the properties belonging to the firm.

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Limited Company: On having the desire to open an account from a limited company, an officer of PBL asks for the following documents: Registration certificate from the registrar of joins stock of companies Certificate of incorporation Certificate of commencement of business Memorandum of association Articles of association Copies of annual accounts Copy of the boards resolutions, which contains: i. ii. The name of the persons who have been authorized to operate bank account on behalf of the company. The name of the persons who are authorized to execute documents with the bank on companys behalf. Societies, clubs, and association: Incase of these sorts of accounts, PBL requires the following documents: Two copies of photograph of account holder Certified copy of Bye Laws & regulation/ Constitution Copies of memorandum, articles of association Resolution of the managing committee Power of attorney to borrow Trust Incase of these sorts of accounts, PBL requires the following documents: Two copies of photograph of account holder Up to date list of members of the Trustee Board Certified copy of Resolution of the Trustee Board Nationality certificate or photocopy of passport

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NGO: The account opening procedure is same but in exception is that registration certificate from the social welfare department of government must be enclosed with the application. Joint account in the name of minor: A minor cannot open an account in his own name due to the incapacity to enter into a contract. He can pen an account in Prime Bank Limited in joint name of another person who will be guardian of him. Illiterate person: An illiterate person can open an account. The thumb impression is taken in the specimen signature card with utmost care. Chequebook is issued to them but is kept under banks custody, PBL highly discourage this sorts of account.

3.5.2 Savings Account

To encourage saving habit amongst the public, banks allow depositors to open savings accounts. Interest is awarded on the balance of the account. The number of withdrawals is generally restricted. Requirements to open an account are as follows: Account opening form to be filled up by the applicant. Two passport size photographs attested by the introducer are needed. Passport or nationality certificate is required to open an account. Introductory reference to be obtained from account holder acceptable to the bank. Specimen signature of the application is taken on the signature card. In a saving account minimum Tk. 2,000 is required as balance. For opening every type of account a signature card and different register for different types of account is mentioned in the bank. An account number is given for each account and the description of the account is entered in the computer holder and to the introducer but in practice it is not done. 3.5.3Short Term Deposit Account In short term deposit, the deposit should be kept for at least sever days to get interest. The interest offered for STD is less than that of saving deposits in PBL. Various big companies, organizations, government departments keep money in STD accounts. Frequent withdrawal is discouraged and requires prior notice. Current interest rate on

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STD account is presented in the following table:

Interest Rate Below Tk. 1 crore 5.00% Tk. 1 crore and above but below Tk. 6.00% 10 crore Tk. 10 crore and above 8.15% 3.6 Fixed Deposit It is also known as time liabilities or term deposits. These are deposits, which are made with the bank for a fixed period specified in advance. The bank need not maintain cash reserves against these deposits, and therefore, the bank offers high rate of interest on such deposits. In Prime Bank Limited, fixed deposit account is opened in two forms. One is midterm that is less than one year and the other is term deposit, which is more than one year. Fixed Deposit Scheme: Fixed deposit scheme should be kept for a fixed term or period. Prime Bank Limited deals with the following terms deposit. Sl. No. 1 Particulars 1 (One) month 3 (Three) months 2 i) ii) 6 (Six) months 3 i) ii) 4 Below Tk. 5.00 crore Tk. 5.00 crore & above 11.00 % 11.50 % Below Tk. 5.00 crore Tk. 5.00 crore & above 11.00 % 11.50 % Interest Rate 7.5 %

1 (One) year & above i) Below Tk. 5.00 crore 11.50 %

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ii)

Tk. 5.00 crore & above

11.75 %

3.6.1Procedure of Opening Fixed Deposit Account: The depositors has to fill an application form where in he or she mentions the amount of deposit, the period of which deposit is to be made and the name or names in which the fixed deposit receipt is to be issued. In case of deposits in joint name, Prime Bank Limited also takes the instruction regarding payment of money on maturity of the deposit. The banker also takes the specimen signatures of the depositors. A FDR is then issued to the depositor acknowledging receipt of the sum of money mentioned therein, it also contains the rate of the date on which the deposit will due for payment.

4. Product & Services of Prime Bank Limited

Prime Bank limited (Bsnsni Branch) provides mainly two types of services towards their customers. They are: Deposit Scheme Loan Scheme

Deposit Scheme

Deposit is often called the lifeblood of commercial banks. No commercial bank can be thought of without deposit. In fact modern commercial banking starts with deposits from the public followed by lending or financial trade, commerce and industry. The most of the deposit of a bank come from the various type of bank account that is provided by a bank. Those bank accounts are described below: Bank is the largest mobilized of surplus domestic savings. For poverty alleviation, we need self-employment, for self-employment we need investment and for investment we need savings. In the other words, savings help capital formations and the capital formations help investments in the country. The investment in its turn helps industrialization leading towards creation of wealth of the country. And the wealth finallyakes the country on road to progress and prosperity. As such, savings are considered the

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Very basis of prosperity of the country. The more the growth of savings, the more will be the prosperity of the nation. The savings rate in Bangladesh is one of the lowest in the world. In order to improve the savings rate, Financial Institutions responsible for mobilization of savings should offer attractive Savings Schemes so that the marginal propensity to save increases. The savings do not, of course, depend only on the quantum of income but largely depend on the habit of savings of the people. 4.1 Different type of Deposit Scheme: Contributory Saving Scheme Monthly Benefit Deposit Scheme Education Saving Scheme Fixed Deposit Scheme Short term Deposit Lakhopati Deposit Scheme Double Benefit Deposit Scheme Foreign Currency Account Resident Foreign Currency Deposit Account Non Resident Foreign Currency Deposit Account Non Resident Taka Account Non Resident Investors Taka Account House Building Deposit Scheme Prime Millionaire Scheme 4.1.1Contributory Saving Scheme: This is a Savings Scheme in which a person gets the opportunity to build up savings by contributing monthly installments and receives an attractive fixed amount at the end of a specified term. The Scheme is designed to help the fixed income group to save money and build up sizable funds with which they can go for some income generating venture to improve the quality of their life and/or meet any future financial obligations.

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Important features of Contributory Saving Scheme are given below: Minimum size of monthly installment shall be Tk. 500/- and multiplies of Tk. 1000/-. Maximum installment size shall be Tk. 25,000/ The Deposit shall be for a period of 5 years. Lump sum amount shall be paid after maturity or monthly Pension shall be paid for the next 5 years according to the size of deposit. A brief chart of lump sum amount and monthly pension installments payable are shown below:
Size of monthly deposit (Taka)

Terminal Value after 5 years (Taka) 40000 80000 160000 240000 320000

Pension for next 5 years (Taka) 870 1739 3478 5217 6956

500 1000 2000 3000 4000

At present Income Tax on interest will not be applicable but in future for any change in Govt. rule of taxation, the Bank reserve the right to deduct Income Tax. The depositor will have the option to choose any installment size at the time of opening of an Account and will not be allowed to change the size of installment afterwards. Account in the name of minors can be opened too under the Scheme. A person can open more than one account for different size of installments at any branch of the Bank. The specified amount on maturity at any slab shall be paid after one month from the date of deposit of the final installment.

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 Normally no withdrawal shall be allowed before maturity. But, if any depositor intends to withdraw his/her savings due to certain unavoidable reasons before 5 years, he/she will be allowed to do so, in the following manner: i. No benefit or interest shall be allowed for pre-mature encashment within one year. ii. If the account is closed after one year of its opening, interest shall be allowed on the deposit at prevailing Savings Deposit rate. When a depositor fails to deposit any installment, he/she will have to pay a fine @5% of the overdue amount payable at the time of depositing the next installment or maximum Tk. 500/ Loan may be allowed up to 80% of the deposited amount against lien on the same after at least 2 (Two) years of regular payment of installments and minimum limit of the loan shall be Tk. 50,000/-. In case of death of a depositor, the account will cease to be operative and the amount deposited so far shall be paid to the nominee, and in absence of nominee, to the legal heirs of the deceased as per rules in force. 4.1.2 Monthly Benefit Deposit Scheme: This is a Deposit Scheme where the depositor gets monthly benefit out of his deposit. The scheme is designed for the benefit of the persons who intend to meet the monthly budget of their families from the income out of their deposit. Investment of fund of Trusts and Foundations, which award monthly scholarships/ stipends to students, etc. Important features of Monthly Benefit Deposit Scheme are given below: Deposit of Tk. 25,000.00 (Taka twenty five thousand) and multiples thereof, but maximum Tk. 25,00,000/- (Taka twenty-five lac) shall be acceptable under the Scheme. The Deposit shall be for a period of 5 (Five) years. The Principal amount is refundable on maturity.

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 Profit shall be paid on monthly basis @ Tk. 1,000.00 per Tk. 1, 00,000.00. Payment of monthly profit shall start from the subsequent month after a clear minimum gap of 30 days from date of deposit. In case of death of a depositor, the account shall cease to be operative and the amount deposited so far shall be paid to the nominee, and in the absence of nominee, to the legal heirs of deceased as per rules in force. Normally, the deposit will not be encashable before 5 (Five) years. But if any depositor intends to withdraw his deposit before maturity due to certain unavoidable reasons, he would not be allowed to get any benefit including interest shall be allowed for pre-mature encashment within one year. If the accounts / deposits are closed after one year of its opening, benefit shall be allowed on the deposit at existing normal Savings Deposit rate. If the amount of monthly profit already paid exceeds the amount payable at normal Savings rate, the difference shall be realized from the principal deposit amount, if and when necessary. Separate Application Form specially designed for the purpose shall be obtained duly filled in and signed by the depositor. In addition to this, the depositor must have a separate Savings Bank Account with the branch wherein the benefit on the amount so deposited shall be credited every month. A specially designed Receipt shall be issued for the deposit under the Scheme in the same manner as issued in case of FDR. 09. The Receipt will not be transferable. Advance against lien on such Receipt can be allowed up to 80% of the deposit bearing normal rate of interest prevalent at the time on Overdraft/ Loan. In case the instrument is lost, the procedure for issuance of a duplicate will be the same as applicable in case of loss of FDR.

4.1.3 Education Savings Scheme

The educational expenses particularly the expenses for higher education are sharply increasing day by day in our country. Sometimes, the children are deprived of getting the

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desired level of education because of the inability of the parents to meet their educational expenses. But the parents would not feel any difficulty to defray such expenses if a proper financial planning is made much ahead of time. Moreover, we are receiving demands from the Islamic minded people of our country for an attractive Savings Scheme on the basis of Islamic Sariah so as to encourage them to save in Islamic way for education of their children. With this end in view, Prime Bank Limited has introduced a Savings Scheme entitled Education Savings Scheme in accordance with the principles of Islamic Sariah i.e., on the basis of profit and loss sharing. The scheme provides a unique opportunity to the parents to make a future provision for the educational expenses of their children when they enter into Schools, Colleges and Universities out of the benefit of a small amount of savings with the Bank at an opportune moment. Important features of Education Saving Scheme are given below: Deposit of Tk. 50,000/- and multiples thereof but maximum limit of Tk. 5,00,000/- at a time will be acceptable under the Scheme.

The instrument shall be issued for a period of 5 years term

On maturity a lump sum amount of Tk. 85,382/- shall be payable or education allowance @ Tk. 1,854/- per month per Tk. 50,000/- shall be payable on the basis of deposit amount for next 5 years starting from the completion of the term as per following table. Income Tax @10% on interest may be deducted at source at the time of payment of lump sum amount. Initial Deposit (Taka) 50000 100000 150000 200000 250000 300000 Lump sum amount payable at maturity (Taka) 85382 170763 256145 341526 426908 469704 Amount of Education allowance per month (Taka) 1854 3705 5558 7410 9263 11115

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 Normally no withdrawal will be allowed before maturity. But if any depositor intends to withdraw his/her deposit before maturity, the following rules will be applicable: i. No benefit including interest shall be allowed for pre-mature encashment within one year. ii. if the accounts/deposits are closed/enchased after one year of its opening, benefit shall be allowed on the deposit at normal Savings Deposit rate. In case of death of the depositor, the amount of instrument will be paid to the nominee or, in the absence of a nominee, to the legal heirs of the depositor on production of succession certificate.

4.1.4Closing of an Account
The closing of an account takes place: If the customer desires to close the account If Prime Bank Limited finds the account not in operation for a long duration If garnishee order is issued by the court on Prime Bank Limited To close the account, the chequebook is to be returned to the bank. Prime Bank Limited takes all the charges by debiting the account and the remaining balance is then paid to the customer. Necessary entries are given to the account closing register and computer.

5. General Banking Instruments

Prime Bank Limited deals with different types of instruments in their General banking department through which they can provide different services to their different customers. 5.1Chequebook According to section 60f negotiable instruments act, 1881, a cheque is A Bill of Exchange drawn on a specified banker and not expressed to be payable otherwise than on demand. To facilitate withdrawals and payments to third parties by the customer, Prime Bank Limited provides a chequebook to the customer chequebook contains 10 leaves for savings account while for current account is 10 to 50 leaves. A chequebook issuing register is maintained in this regard. This register contains the chequebook number, leaf

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number, issuing date. After giving these entries to this register, information is sent to the computer department for taking the necessary steps to pass the Cheques during withdrawal. The chequebook also contains requisition slip, which is used by the customer to obtain new chequebook. When all the leaves are used, the customer submits the slip to the bank. A senior official then issues a new chequebook and subsequent entries are given in the register and in computer. If the chequebook is lost, the customer has to furnish a guarantee indemnifying the bank. After fulfilling this, a new chequebook is issued. Seldom customers are allowed to use loose Cheques if the customer wants to draw money without presenting previously issued cheque. A separate register is maintained in this regard. But this is highly discouraged in Prime Bank Limited.

5.2Pay order
A pay order is a written order, issued by a bank, to pay a certain sum of money to a specified person or a bank. It may be said to be a banker cheque as a bank drawn upon and payable issues it by itself. A pay order is issued and paid by the same branch of a bank and such, the drawer and the drawee are the same. The person or the organization in whose favor it is issued is known as payee or the beneficiary. It is sometimes sold to the individual on payment of value to may or may not be a customer and is called the purchaser. The purchaser should sign the standard application form giving detailed particulars and request for issue of pay order. The payee or beneficiary must not appear to be fictitious. His full name and address should be written on the application. Bank should recover commission of pay order from the purchaser.

5.3Pay Slip
A pay slip is written authorization for making payment-specified person or firm payable by issuing branch, for a discharge liability of the bank. As pay slip is originated made payable by the bank in a receipt form there is no need for any application for its issue. A pay slip is issued to effect payments on account of bills payable for goods and services 25

purchased or availed by it. For example, bank is required to make payment of bills for the purchase of furniture & fixture, for printing & stationary and for any other works done on its behalf by the other party on agreement with the bank. 6. Inward Remittances Banks have a wide network of branches all over the country and offer various types of remittance facilities to the public. The only other agency, which provides such facilities, in a limited way, is the post office. The remittance of funds by banks is made through different methods. They are: Demand drafts Mail transfers Telegraphic transfer. Demand drafts

Demand draft is a written order to pay money, drawn by one branch of a bank for a sum of money payable to order on demand. A draft cannot be done payable to bearer. Customers may purchases draft or non-customers of the bank. The purchaser of the draft must fill in the relative application form with his name, amount, and name of the payee, The amount and the office in which it is drawn. In order to sure safety, the purchaser is advised to cross the draft and the bank gives a test number. Having issued the draft the issuing officer would send the drawee branch, an advice containing the particulars of the draft. Mail Transfer Mail transfer is an advice regarding remittance of funds sends by one branch of the bank to another branch of the same bank, at the written request of the application. The mail transfer contains the name and address of the remitter. It is a nonnegotiable instrument and generally is not handed over to the customer rather sent through post office to the concerned branch for credit to the respective account. In some cases, full address of the beneficiary required to be maintained by the applicant. Such MT is an advance and treated as a credit voucher of the paying branch, no separate advice is issued by the

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issuing branch. On receipt of the MT payment is made by debit to issuing branch through SB account. Telegraphic Transfer

Telegraphic transfer may be affected at the written request of any person and against value received from him. A written application on the banks prescribed form duly signed by the purchaser should be obtained. If the application for issue of telegraphic transfer contains instruction to debit the account of the purchaser, his or her signature should be verified. It is however, preferable to obtain a confirmation cheque from the customer. The application form is in variably checked on the following points: There should be a branch of Prime Bank Limited in the place on which telegraphic transfer will be issued and the said branch has test arrangement with the issuing branch. Full name of the payee and his or her accounts number, in case instructions are to Credit his account or full address in case the instructions are to advise & pay there. The amount of TT commission and telegram charges should be received from the purchaser. The total amount may be paid in cash or tendered by a cheque if he or she is a customer of the branch. Sometimes, the customer may also desire to pay the amount of TT by cheque and commission and telegraph charges by cash. In case of amount tendered by cheque, the drawer on the cheque and the purchaser of the TT should be the same person, viz.; the signature of the cheque and on the application should tally. Such cheque should be in favor of Prime Bank Limited. Now, a cost memo for the TT is also to be prepared by the officer under his signature, which contains the amount of TT commission & telegram charges and is delivered to the purchaser.

27

 Now the message has been correctly prepared by the officer concerned as to the amount, name of the beneficiary instructions regarding mode of payment and place of payment. The officer should correctly prepare the test.

TT over telephone may be transmitted on account of valued clients of the bank. o Western Union Money Transfer Through Western Union Money Transfer customers can send money to his or her desired destination. It is a fast, convenient and reliable way to transfer money. Western Union has been operating for over 150 years. Today with just over 280,000 agent locations worldwide in over 200 countries and territories, millions of people trust Western Union to send and receive money worldwide. Prime Bank Limited is a agent location of Western Union through which customers can get money from anywhere of the world. In order to get money customer has to submit money transfer number to the bank and on the basis on those number bank Give the amount to the customers. In such cases a customer has not needed any account in Prime Bank Limited. 6.4 Dishonor of Cheque If the cheque is dishonored, Prime Bank Limited sends a memorandum (cheque return memo) to the customer stating the reason in the following way: Insufficient fund Refer to drawer Not arranged for Effects not cleared, May be presented again Exceeds arrangements Full cover not received Payment stopped by drawer Drawers signature differs/required Alternations in date/figures/words require drawers full signature 28

 Cheque is post dated/out of date/mutilated Amount of words and figure differs Crossed cheque must be presented through a bank, clearing stamp required/requires cancellation Addition to banks discharge should be authenticated Cheque crossed Account Payee Only Collecting Banks discharge irregular/required If the cheque is dishonored due to insufficiency of funds, Prime Bank Limited charges Tk.50 as penalty. If the cheque is lost then the customer must inform the police and should take a copy of G.D. The customer then fills an indemnity for guarantying that the cheque is lost. When the bank is convinced with having the above documents bank gives to the customer a new chequebook.

7. Other Services
7.1 Online Banking Operation The bank has set up a wide area network across the country to provide online branch banking facility to its valued clients. Under the scheme, clients of any branch shall be able to do banking transaction at other branches of the bank. Under this system a client will to do the following type of transaction: Cash withdrawal from his or her account at any branch of the bank irrespective location. Cash deposits in others account at any of the bank irrespective of location. Cash deposits in his or her account at any branch of the bank irrespective of location. Transfer of money from his or her account with any branch of the bank. Any amount can be deposited or transferred under Prime line. In the system, however, at present there is a limit for cash withdrawal through bearer or by account holder himself. As we had informed last year that the vision of the bank into be the most efficient Bank in terms of service ,Profitability and technology application .Thats why bank chosen T24 of Temenos Holding NV Netherlands Antilles as the Core Bank

29

Software(CBS).It is functionally rich thin clients scalable integrated modular systems. Already fifteen Branches operate this software.

7.2 One Stop Utility Services Scheme

Like any other country of the world, the people living in the urban areas of our country lead a very busy life. Time is very valuable to them. Despite this, they are to waste their valuable time at the counter of different Banks and other Institutions for payment of their monthly bills of different utility services like Electricity, Telephone, Water, Gas etc.

Prime Bank Limited has introduced a Scheme entitled ONE STOP UTILITY SERVICES SCHEME. The scheme is designed to provide all the required services to the customer in making payment of their following bills on their behalf from the counter of the Bank: To pay Electricity Bills Cash deposit in his/her account at any branch of the Bank irrespective of location Cash deposit in other's account at any branch of the Bank irrespective of location Transfer of money from his/her account with any branch of the Bank. Any amount can be deposited or transferred under Prime Line. In the system, however, at present there is a limit for cash withdrawal through bearer or by account holder himself. 7.3 Locker Service For safekeeping of customers' valuables like important documents and goods like jewelrys and gold ornaments, Prime Bank Limited Locker Service is available. In order to provide these service bank charges 4000tk as a security and yearly charge of this service is 2500tk. If the customer desires to close his or her account then the security money will be returned to the customer. 7.4 Master Card Prime Bank Limited obtained Principal Membership of Master-Card International in the month of May 1999. Within a period of 6 months, the bank successfully launched Master Card-Credit Card, which created a new dimension in its customer service and consumer financing.

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The Special feature of the Prime Bank Master Card is that its bears the card holders photo on the card, which is the first of its kind in Bangladesh and adds security against misuse. Prime Bank Limited issues 4 types of cards. These are: Gold Local Gold International Silver Local

Silver International Local cards can be used in Bangladesh only.

8. Clearing Clearing stands mutual settlement of claims made in between member banks at an agreed time and place in respect of instruments drawn on each other. In this unit, all the cheques of Prime Bank Limited and other banks of Bangladesh are dealt. There are two kinds of clearing process. Inward clearing Outward clearing. o 8.1 Inward clearing: When a particular branch receives instrument which drawn on themselves and sent by other member banks for collection is treated as Inward Clearing. In this process cheques of Prime Bank Limited, Banani branch are deposited in other banks and sent back to Banani branch of Prime Bank Limited through clearinghouse for collection of money. And cheques of Banani branch PBL are sent to local office of PBL at first. Then the local office sent those cheques to the Banani branch. 8.1.1 Process of inward clearing After receiving cheques from the local office of Prim Bank Limited, those cheques are directly send to the computer section for checking the balance of those specific accounts

31

from which money should be collected. If the required balance available there then amount is debited from that account and the cheque is honored. But incase if the require balance is not available the authorize officer of clearing department immediately informs to the head of the customer service or he tries to connect the account holder. If the account holder does not deposit the required balance immediately the cheque is dishonored. Finally the authorized officer gives all the entry of those cheques in inward clearing register. The format of the register book is given below:

SL#

Bank Name

Branch Name

Cheque No.

Amount

Drawn on

Remarks

After giving the entries, a credit advice is sending to the local office of Prime Bank limited.

Process Flowchart of Inward Clearing

Receipt of the instrument from messenger

Scrutiny of the instruments & tallying the amount of the schedule & that of the instrument

Making entry into the Inward Clearing Register

Sending the instruments to respective department for posting

Preparation of single credit voucher & IBCA of honored cheques 32

Preparation of reason memo if any dishonor cheques

Hand-over the IBCA & dishonor instruments if any to messenger

Filling up the schedules and statements in the respective files o 8.2 Outward Clearing: When the particular branch receives instrument drawn on the other bank within the clearing zone and those instruments for collection through the clearing arrangement is considered as outward clearing for that particular branch.

8.2.1 Process of outward clearing

For outward clearing cheques, the bearer of the cheques must have an account in Banani branch of Prime Bank Limited. After the submission of the cheques, authorized officer gives the entries in software, which is provided by Bangladesh bank. The name of the software is Nikash. After giving all the entries are printed and are enclosed with the cheques. Then all the cheques with the enclosed sheets are sent to the local office of Prime Bank Limited for the collection of money. The local office sends it to clearing house. 8.2.2Send for Collection Customer deposits cheque, drafts, etc. for collection along with deposit slip. Instruments within the range of clearing are collected through local clearinghouse, but for outside the clearinghouse ranges are collected through OBC. Customer of PBL, Banani branch, 33

Dhaka may deposit a cheque of PBL, Moulvibazar branch. For this purpose the collection bank, Prime Bank, Banani branch will do as follows: The cheque is first deposited with the help of a slip. The collecting bank gives a crossing with prime Bank, Banani branch. It indicates that the mentioned bank is the collecting bank. Entry for outward clearing register is given with clearing seal and giving the cheque a S (subsidiary) seal. The cheque is then registered in SC register and a SC number is given. Endorsement is giving like payees account will be credited on realization

Process Flowchart of Outward Clearing

Receipt of the instruments with the paying-in-slip Scrutiny of the instrument & paying-in-slip & affixing receipt seal

Affixing special crossing, endorsement & clearing seal on the back of the instrument Return of the counterfoil to the depositor with seal & signature Making entry into Outward Register

Separation of the instrument from the paying-in-slip 34 Sending the instrument, schedule, clearing house-book along with IBDA to the local Classification credit of debit voucher& signed wisethen returned dishonored register Tally the total of the vouchers book with bank by amount shown in debit voucher clearing branch respective total & signed Preparation ofoffice copies (IBDA)bank wise &officerbranch wise clearing Releasing all schedule house book & the department for posting Recording the clearing house tofirst if any instrument branch Preparation instrument wise by debiting local

Chapter 4 9. Measuring customers attitude and their satisfaction

9.1 Survey Analysis
I have selected three department of Prime Bank Limited to analyze customer attitude of the bank and measure the satisfaction level of the customer towards the bank. For this purpose I have chosen General Banking Department, Credit Department and Foreign

35

Exchange Department. Customers play very important role in banking sector. Without customer no bank can run. The main objective of the bank is to provide services to their customer. So customer attitude is very important for banks perspective. Since customers are present in all area of the bank but they are more visible in general banking sector. Employees of this sector deals large number of customer each day and face to face conversation appears more in this segment. In credit department customers are also important but here the natures of customers are indirect compare to direct customer. Bank can communicate their customers through phone calls rather than meet directly. They also communicate with their customers through face to face conversation. They are the most reliable and important customers as because they get loan from the bank. Apart from that customers from foreign exchange department are also very important for the bank. They are the customers through whom inward and outward foreign remittances can occur. Though all are the important customers for the bank but I have focused more on general banking customer rather than other two departments. As because customers are available here move and customer service generally realized more in this department. Since I have limited to survey so I have to put more focus on general banking.

9.2 Survey Result

Customers of General Banking Occupation of the Customer

35 Criteria Business men 30 25Service 20 15 10 5 0

Number of Respondent 40 holder 30 10 20 100

Student House w ife

Student House wife Total

Business men Service holder

36

Fig: Occupation of the Customer From the survey I have seen 50% of the customers of prime Bank limited came from the profession of service. This graph represents that highest numbers of customers are service holders and businessmen are just after the service holder. I have selected 60 customers from general banking segments and I find out that students and housewife are equal of customer in Prime Bank Limited. Criteria Location Environment Quality Service Total Reasons for selecting the Bank Number of Respondent Percentage (%) 20 33% 28 7 5 60 47% 12% 8% 100%

Fig: Reasons for selecting the Bank In terms of selection of bank, 46% of the customer said that location is the main reason for selecting the bank. And 33% of the customer mentioned reputation of the bank. The criteria of environment and quality service are very close. Customers also mention that they got good environment and quality service from the bank.

40 35 30 25 20 15 10 5 0 Highly Moderately Poorly

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Concern about Customer opinion Criteria Always Sometime Never Number of Respondent 22 30 8

35 30 25 20 15 10 5 0 Alw ays Sometime Never

Fig: Concern about Customers opinion It is necessary for the bank to get feedback from the customers for further improvement. From the survey it is clear that Prime Bank limited not always consider about the

customers complain or opinion regarding the banks problem. Maximum customer mentioned that the bank sometime consider the opinion of the customer. Only 20% customers said that they never consider about customers opinion. Satisfaction with Banks Performance Criteria Highly Number of Respondent 21 Percentage (%) 35% 63% 2% 100%

Moderately 38 Poorly 1 Total 60 Fig: Satisfaction with Banks overall Performance 38

In terms of satisfaction with the banks performance, 50% of the customers are moderately satisfied with banks performance. There are also large number of customers who are highly satisfies with the performance of the bank. From the survey I found out only one customer is not satisfied with the performance of the bank. Facilities provided by the Bank

Facilities Account opening procedure Loans & Advances Interest Rate Yearly Charge Employees Behavior Environment Branch Location Security Customer Care Total

Excellent 15 8 8 7 10 20 16 30 13 127

Very Good 28 13 18 10 28 10 18 12 28 165

Good 10 25 22 30 12 17 14 12 12 154

Satisfactory 6 12 12 12 10 13 10 6 6 87

Dissatisfactory 1 2 0 1 0 0 2 0 1 7

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Fig: Facilities provided by the Bank Customers of Prime Bank Limited gets different type of services or facilities from the bank. Sometime they become satisfied or sometime they become dissatisfied with performance of the bank. From the survey I find out that in terms of account opening procedure almost 30% of the customer said that they find that the procedure is very good.
35 30 25 20 15 10 5 0
r l Ra p l y C te oy h e e arg s e En Be h. Br vir . an on . ch m e Lo nt ca t Se ion C us cu to m rity er C ar e es . .. in en va nc

Excellent Very Good Good Satisfactory Dissatisfactory

st re te

op

&

Ad

ou

Ac c

an

Only one customer is not satisfied with the procedure. Most of the customers are satisfied with the loans and advances provided by the bank. Customers have no complained regarding the interest rate. Almost everybody is satisfied with the interest rate. In terms of yearly charge 50% of the customer said that it is good. Customers of Prime Bank Limited are satisfied with the employees behavior. No body is dissatisfied with behavior of the employee. Environment is also satisfactory segment in the bank. Though maximum people chose the bank for their convenient location but few people are not still satisfied with the branch location. Security and customer care of the bank takes a place as an impressive position from the view of the customer. Bank provides a service toward their customer in a systematic way. It is important for the bank to maintain good corporate relationship with their clients otherwise no transaction can occur. Clients of the Prime Bank Limited, Banani branch mention that the bank is almost capable of maintaining good relationship with their clients. 15% of the customers said that bank should focus more on their customers and give more time to their clients so that good corporate relationship can be occurred.

Lo

Em

Ye a

nt

In

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Chapter 5
10. Findings: Following points are identified throughout the phase of my job period at
Prime Bank Limited Prime Bank provides Credit cards and ATM cards. Account opening process is complex and requires simplification. Though the customer base is quite large but the customer service is not yet up to mark. Efficient work force along with proper division of work is vital for the success of any bank .PBL has the scope to consider this factor to enhance and sustain it growth. Prime Bank provides online banking facility, however it seems to be inadequate and needs further expansion. 10.1 SWOT ANALYSIS OF PRIME BANK (BANANI BRANCH) SWOT analysis is the detailed study of an organizations exposure and potential in perspective of its strengths, weakness, opportunity and threat. These tools can also study in company current position.

10.1.1 Strengths
PRIME Bank limited has already established a favorable reputation in the banking industry of the country .It is one of the leading private sector commercial banks in Bangladesh .The bank has already shown a tremendous growth in the profits and deposit sector. PRIME Bank has already put on the top of all commercial bank in the Central Bank CAMLE rating. (Published in Financial Express on July 2, 2003) PRIME Bank Limited is a fast growing private sector bank and the bank is already at the top slot in terms of quality service to the customers and add value to their shareholders.

10.1.2 Weaknesses
Decision making of the bank is too many centralized .No decision is made without the authorization of the head office. 41

 Prime bank designation structure is not good. Thats why every year loosing skilled employee. The bank failed to provide a strong quality - recruitment policy in the top and mid level position.

101.3 Opportunities
In order to the business risl, PRIME Bank has to expand their business portfolio. The management can consider option of starting merchant banking or diversify into leasing and insurance sector. Opportunity in the retail banking lies in the fact that the countrys increased population is gradually learning to adopt consumer finance .The bulk of our population is middle class. Different types of retail lending products have great appeal to this class. So a wide Varity of retail lending products has a very large and easily pregnable market.

10.1.4 Threats
All sustain multinational banks and upcoming foreign, private bank posses enormous threats to PRIME BANK limited. If that happens the intensity of Compete will rise further and banks will have to develop strategies to compete against the foreign banks. The default risk of all terms of loan have to be minimized in order to sustain in the financial market .Because defaulter risk leads the organization towards bankruptcy, PRIME Bank has to remain vigilant about this problem so that proactive strategies are taken to minimize this problem if not eliminated.

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Chapter 6
11. Conclusion: This report was aimed at study on customer attitude of Prime Bank
Limited The Prime Bank Ltd. has been put on the top of all the commercial Banks in the Central Banks CAMEL rating (Published in Financial Express on July 2, 2003). This report I discussed about general banking activates of PBL. Because In an intern of PBL, I am worked mainly under General Banking Department. Thats why I especially focused on general banking customer attitude of PBL. However the required information was not available because of official restrictions. I have noticed that PBL has a better position for providing General Banking Services comparing with other private sector Banks. There is a word in business sector A company must diminish from the market when it ceases to serve its customer. So it is necessary to provide quality of services to make customer satisfied. Thus, an organization can achieve its goal successfully. Prime Bank always maintains good relationship and communication with their customers. Most of the customers are satisfied about the security, environment, branch location, customer care and other formalities. Customer of Prime Bank Limited are satisfied with the employee behavior. No body is dissatisfied with behavior of the employee.

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11. Recommendation:
Arrangement of monthly / quarterly training courses / workshop for the clients selected by the Branches in order to promote Investment clients o f the desired level. PBL should disburse total invested money at once to the clients to achieve full benefits of invested money. PBL establishing formal training program for tellers before joining in the counter. PBL establishing customer complaints box and close circuit camera use for system allocation. PBL can conduct customer satisfaction survey because success can only be judged in the eyes of customer. Building and marinating effective customer relationship is one of the most crucial challenges facing any company? A bank must communicate clearly its customer service priorities and tasks to its staff to ensure that everyone understand the role they play in delivering customer service. Management of the branch can provide different programs for the employees who can be used as the basis of a structured comprehensive customer service course or used selectively to improve performance or update them on specific aspects of customer service. Product diversification policy is not adequate to compete with other commercial banks particularly with the other multinational banks.

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Bibliography

1. Memorandum and articles (2005), Published by Prime Bank Limited at head office, Adamjee court ,Annexe Building -2 ,119-120, Mothijheel C/A, Dhaka -1000, Bangladesh. 2. Koch Timothy W, Donald S Scottmac ,year 2005 Bank Management 4th edition ,Harcourt College Publish. New York. 3. Resume of Financial Institutions of Bangladesh April 1999, By Ministry of Finance. 4. Annual Report (2005-2006), Published by Prime Bank Limited at head office, Adamjee court ,Annexe Building -2 ,119-120, Mothijheel C/A, Dhaka -1000, Bangladesh. 5. Different Unpublished journals of PBL.

Internet
www.google.com www. prime -bank .com

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Questionnaire
Customer Service & Measuring Customer Attitude towards Prime Bank Limited.
For the Customer of General Banking 1. In which profession you are involved?

Service holder Businessmen Student House wife Reputation of the bank Location of the bank Environment of the bank Quality service

2. What are the main reasons that you have been chosen this bank?

3. What is your opinions about the following facilities provided by the bank and circle the option that you consider most:

Excellent Very Good Good Dissatisfactory

a) Account Opening Procedure b) Loans & Advances c) Satisfaction with Interest rate d) Yearly Charge 5 5 4 4 46 5 5

Satisfactory
4 4 3 3 3 3 2 2 2 2 1 1 1 1

e) Employees Behavior f) Environment g) Branch Location h) Security i) Customer Care

5 5 5 5 5

4 4 4 4 4

3 3 3 3 3

2 2 2 2 2

1 1 1 1 1

4. How long does it take to get payment against cheque in case of withdrawal of Money?

Within 5 minutes 5- 10 minutes 10- 15 minutes Above 15 minutes

5. How long does it take to give payment to deposited in your money?

Within 5 minutes 5- 10 minutes 10- 15 minutes Above 15 minutes

6. Does the bank provide their services toward their customer in a systematic way?

Yes No

7 Does the bank consider your opinion or suggestion regarding any problem that you have faced over there?

Always Sometime Never

8. Overall How your level of satisfaction with the performance of the bank?

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Highly Moderately Poorly

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