Introduction

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1.1 INTRODUCTION

Bank as the financial service industry is approaching full historical cycle. Originally the
banking system operated as full service industry, performing directly or indirectly all
financial services. Banks are direct agents to create opportunities for development in a
country and also provide large scale of employment opportunities. Banks mobilize
savings and make it advances to investors and by this process make profit. As they deal
with public money, their form of business is different from others. Banks must refund
publics money when they demand, either it makes or not.

Evaluation of bank’s Customer care services are the very complex process involving
interactions between the clients, satisfying them through up to date services, maintain the
internal operations, and external activities with the different banks. In a commercial
bank, Customer care service section is the most important part. This section is consists of
activities of open an account, issue of cheque, payment, clearing of inter branch
transaction, and closing of account. Open of account is one kind of technique of
collection of deposits from customers. In this respect bank management needs to
develop a comprehensive plan in order to identify objectives, goals, budgets and
strategies that will be consistent with the maximization of share values and satisfying
customers.

The primary method of evaluating of bank’s customer care services is analyzing

there day to day operation, customer satisfaction, customer royalty, customer
needs. Now all the customers want to take the easy and fast services from the
customer care department. Customer services face lots of problem related with
the modern services. Everyone wants get online, easy, fast, modern services from
the any bank. External performance is best measured by evaluating the banks.

In my Internship report, I have selected one private commercial bank to analyze

"Performing General Banking Activities: A study on Standard Bank
Limited".

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1.2 STATEMENT OF THE PROBLEM

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

1.3 RATIONALE OF THE STUDY

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

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1.4 OBJECTIVES OF THE STUDY

The objective of this program and the report can be divided into two types, such as
Broad objectives and Specific objectives.

Broad Objectives:

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

Specific Objectives:

 To analyze the gap between expectation and perception of customers regarding

the service provided by SBL.

 To find out how efficiently its present strategies are working.

 Identify some better strategies and suggest it for their policy implication.

 Recommend some policies, which is help to improve the customer care service of
SBL.

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1.5 SCOPE AND LIMITATIONS

In this internship period and preparing of the report, there is lot of learning points are
available, such as organizational structure of SBL and its branch, organizational
environment and culture, its deposit products and services of customer care, problems of
customer care services as well as solution of that problem.

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

⇒ My sample size is very much limited. It’s about 75 samples. But, for a
comprehensive study this number is not well enough to serve the purpose.
Time plays a vital role in here. Due to the lack of time, I don’t conduct for the
bigger sample.
⇒ The aim of practical exposure program is to exercise the practical desk works
of the bank and mainly prepare of the procedure of work on Customer care
desk. But it was difficult enough to cover the desk within this limited time
period of only 2 months.
⇒ The bank’s employees were very much busy in banking hour. So it was very
difficult to get them in time.
⇒ I did this Report only based on the Panthapath Branch of Standard Bank
Limited. So, the information I am providing here may not be true for other
areas.
⇒ Learning the banking functions within just 60 days was really tough.
⇒ Another limitation of this report is Bank’s policy of not disclosing some data
and information for obvious reason, which could be very much useful.
⇒ Scope of my study is so wide, due to lack of my knowledge, experience
and as a novice the analytical, comprehensive and crucial study is not possible
by me.

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1.6 METHODOLOGY OF THE RESEARCH

Data Collection

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

• Primary Sources
Primary sources are personal interview and conversation with employees of the
organization and the customers of the SBL Panthapath branch.

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

Data Collection Technique

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

Data Analysis

The collected data will be analyzing using observation and theoretical knowledge based
which collected from practical experiences during internship period and different courses

of BBA program.

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