Académique Documents
Professionnel Documents
Culture Documents
Limited
experiences with the customers. I think it will be helpful for me to have an idea about the
customers attitude towards private commercial banks and overall banking sector as well.
1.5 Limitations of the Study
It is an uphill task to study the on the management so the report was completed under certain
constrains which were:
1. Difficulty in gaining accesses to financial sector.
2. Nonavailability of the most recent statistical data.
3. As I am student it is not possible for me to collect all the necessary information.
4. I had to complete this report within a very short span of time that was not sufficient for
investigation.
5. Lake of Experience.
2. Elements: Which clients are involved in this bank and other banks for last five years?
3. Extent: Dhaka city.
4. Sampling frame: Sampling frame for the study has collected from Prime Bank Limited (PBL)
has a detail list of Clients of Dhaka city.
5. Sample size: Clients = 50.
6. Organization experts: 3.
7. Sampling procedure: Convenience sampling procedure has been selected for this study.
2.5 Questionnaires:
There is different type of questionnaire. But we use only structured questionnaire which content
two basic types.
They are : Closed ended questionnaire & Open ended questionnaire
2.6 Sources of Data Collection
In conducting this report basically, there have been two types of data and information used. The
name of those two types and their sources to reveal the information for preparing this report has
been showed in a flow chart.
2.7 DATA ANALYSIS
The main target of the study is to find out Customer satisfaction of banking services of prime
bank ltd by using procedure, rules and regulation of banking. In Bangladesh there are 50 or
more (public, private and foreign) commercial bank is running their business. But the entire bank
is not providing the same services. Mainly public banks are not providing the online banking
facility. But Maximum of the private and foreign banks is providing the online banking facility to
their customer. Now a days people like such kind of banking service which can provide better
banking service as well as online service. In that case whose banks are providing maximum
branches, facilities and providing easy banking service with better customer service they can get
maximum customer. In This present situation Bangladeshi people are using online banking a lot.
But maximum times we can see the online banking holders are not satisfied with the bank
services. Because banks are charging more amount as service charge. The customer thinks that
banks are not able to provide the best services in terms of their policy. Even some customer
blame that they are charging higher service charge in terms of interest rate for savings account.
So we can say that customer is not fully satisfied. My main target of study that what kind of
service customers want from the bank and what kind of new facilities they want from the
bank.
2.9 Analysis and Interpretation of Data
Despite the challenges, Prime Bank closed on a high note and made an impressive progress in
many lines of business during 2008.Through my survey I tried to find out the strengths and
weaknesses of banking service. Now I am going to show the results through Table and some
graphs.
2.10 Data Collecting Technique
For the purpose of the study two methods of techniques used:
Observation
Interview
Observation: Observation method is often used to complete this qualitative research because it
is very difficult to provide any specific example from any file about certain document, as the
matter is very sensitive for the client as well as for the bank.
Interview: Primarily some data are collected from face-to-face interview of different employees of
Prime Bank Limited at Matijheel Branch. By face to face conversation with the Customers and by
personal interviewing it is easy to collect the accurate information for the study. For the purpose
of this interview, customers were asked to fill up a questionnaire. Based on their answer, it is easy
to justify the Customers Satisfaction on Prime Bank Limited.
CHAPTER 03: AN OVERVIEW OF PRIME BANK LIMITED
3.1 Background of Prime Bank Limited
During the booming years of the banking industry of Bangladesh, a group of highly skilled local
entrepreneurs came up with an idea to float a commercial bank with a different outlook. The idea
was to build a banking organization with excellence, competence and consistent delivery of
reliable service with superior customer satisfaction. The outcome of this thinking was the Prime
Bank Limited, commenced its business on April 17, 1995.
Since the beginning the bank is being managed by a team of professionals, with dedication and
sincerity. Their experience and hard work has taken the bank in the leading position. The bank is
constantly focused towards the understanding and predicting customers needs and meeting
them. It is giving a tough competition to other banks in case of performance and customer
satisfactions.
The bank offers almost all sorts of commercial banking services within the framework of Banking
Company Act, and the rules and regulations lay down by the Bangladesh Bank. These services
include corporate Banking, Retail Banking, and Consumer Banking etc.
Within this short time the bank has already claimed a position among the top ranked banks in our
country through ensuring high profile management, experienced, dedicated and skilled
employees, and a whole lot of hard works. It has adopted the CAMEL rating, BASEL II and all
other international requirements. It is always responding to technological enhancements and
developments.
The introduction of ATM in March 2008 and Internet Banking in 2009 ushered a new era and
prime Bank is now wed poised towards the expansion of alternative delivery across Bangladesh.
Prime Bank is one of the most renowned names among the well performing banks in the banking
industry and it is continuously working hard to hold its position in the market as the leader
through providing top class services.
3.2 Prime Bank Limited at a Glance
3. To participate in the industrial development of the country to encourage the new and educated
young entrepreneurs to undertake productive venture and demonstrate their creativity and
there by participate in the national development
4. To provide credit facilities to the small and medium size entrepreneur located in urban & suburban area and easily accessible by branches.
5. To develop saving attitude and making acquaintance with modern banking facilities.
6. To inspire for undertaking small projects for creation of employment through income generating
activities.
7. To play a significant role in the economic development of the country.
Credit Department:
Modern banking operations touch almost every sphere of economic activity. The extension of
bank credit is necessary for expansion of business operations. Bank credit is a catalyst for
bringing about economic development. Without adequate finance there can be no growth or
maintenance of a stable output. Bank lending is important to the economy, for it makes possible
the financing of agricultural, commercial and industrial activities of a nation.
Job creation is essential and it must come from Small and Medium Enterprise that will ultimately
dominate the private sector. During 2006 banks Strategy was focused on customer convenience.
The Bank provided working capital loans to suppliers or dealers of large corporations or clusters
of small exporters of nontraditional items. Outstanding loan of SME is Tk.437 million. The growth
rate of PBLs SME Lending was 41% during this year.
Corporate Credit:
PBLs strategy is to provide comprehensive service to the clients of this segment who are large
and medium size corporate customers with expertise in trade finance and related services.
Besides trade finance bank are providing working capital finance, project finance and arranging
syndication for our corporate clients. Syndication and structured Finance Unit of the Bank
strengthened its footstep in the consortium financial market and arranged a number of
syndication deals for its corporate clients.
Islamic Banking:
For the development of Islamic Banking Business, 2006 was also a commendable year. It has
been observed that compliance of Shariah has improved in 2006 as compared to the preceding
years. According to their advice Islamic Banking operation of the bank has been separated from
the operation of Conventional Banking and shown separately in the banks financial statement. It
is found that the investment and deposits grew by 38% and 89% respectively in the year 2006.
The operating profit of Islamic Banking Branches grew by 45% during the Year.
Credit Card:
In the year of 2005, Prime Bank Ltd has launched VISA. Before that PBL started its credit card
operation in 1999 by introducing Master Card. Now PBL has become the first local Bank of the
country to achieve principal membership of both the worldwideaccepted plastic money network
i.e. Master Card and VISA. PBL has redesigned the credit card facility by providing the incentive
of Free Life Insurance Coverage for their valued cardholders to mitigate the financial risk
Custodial Service:
PBL equator fulfils its strategic commitment to provide custody and clearing services. Equators
focuses are on the following:
Commitment to quality
Dedication to customer needs
Sustained investment in people and systems
of
41 percent;
Remittance business was Tk 28.43 billion which was 86 percent of the budget but showed
growth rate of 8 percent;
Merchant Banking:
The Banks operation in this sector was limited to Underwriting, Portfolio Management and
Banker to the Issue functions. The compulsory requirement for opening BO account for share
trading has increased the demand for opening BO account.
Online Branch Banking:
The bank has set up a Wide Area Network (WAN) across the country to provide online branch
banking facility to its valued clients. Under this scheme, clients of any branch shall be able to do
banking transaction at other branches of the bank.
Under this system a client will be able to do following type of transactions:
Cash withdrawal from his/her account at any branch of the bank.
Cash deposit in his/her account at any branch of the bank irrespective of the location.
Cash deposit in others account at any branch of the bank irrespective of the location.
Transfer of money from his/her account with any branch of the bank.
At present 24 (Twenty Four) branches are under online. Clients can easily deposit and withdraw
money from those online branches in a moment.
SWIFT:
Prime Bank Limited is one of the first few Bangladeshi banks, which have become member of
SWIFT (Society for Worldwide Interbank Financial Telecommunication) in 1999. SWIFT is a
memberowned cooperative, which provides a fast and accurate communication network for
financial transactions such as Letters of Credit, Fund Transfer etc. By becoming a member of
SWIFT, the bank has opened up possibilities for uninterrupted connectivity with over 5,700 user
institutions in 150 countries around the world.Information Technology in Banking Operation:
Prime Bank Limited adopted automation in banking operation from the first day of its operation.
The main objective of this automation is to provide efficient and prompt services to the banks
clients. At present, all the branches of the bank are computerized. At branch level, the bank is
using serverbased multiuser software under UNIX operating system to provide best security of
automation.
Profitability and Shareholder Satisfaction:
The bank had been one of the most profitable in the banking sector. The banks return on assets
(ROA) was 2.16% in the year 2010. Even though the capital market of the country has been
suffering over the last few years, the good performance of Prime Bank made sure that the banks
share price remained in a respectable position.
3.13 Products and Services of PBL
Prime Bank Limited offers various kinds of deposit products and loan schemes. The bank also
has highly qualified professional staff members who have the capability to manage and meet all
the requirements of the bank. Every account is assigned to an account manager who personally
takes care of it and is available for discussion and inquiries, whether one writes, telephones or
calls.
CARD DIVISION SERVICE
ATM Card:
Automated Teller Machine (ATM) card is new concept in modem banking, has already been
introduced to facilitate subscribers 24 hour cash access through a plastic card. Prime Bank
Limited has started their ATM card services from 15 th March 2008 by opening a ATM booth at
Motijheel Branch. After that Prime Bank Limited made an agreement with Dutch Bangla Bank to
use their ATM Booth.
Master the power of money with us! Withdrawal or shopping was no easier and convenient ever
before! Prime Bank offers you Master Debit Card; the fast, secure and convenient way to
withdraw cash and convenient transactions at different MasterCard branded POS terminals. If
you are a SD/CD/STD account holder of Prime Bank, you can avail this debit card and can
master over 1300 ATMs all over Bangladesh and can get privilege in the MasterCard branded
POS or MasterCard branded network.
Other Products & Services:
Strength
Goodwill
Skilled Employee
Less Employee Turnover
Huge geographic coverage
Strong Promotional activity
The bank has been graded as a top class
Weaknesses
Work Manually
Limited Online banking facility
Limited number of ATM facility
Service is not very fast and efficient.
Threats
services.
The bank has a strong presence in emerging
reputation for
borrowings.
future
bank
loans
and
Particulars
Budget(2010)
Actual
(2010)
Budget Achievement
Operating Profit
5,700
6,078
107
Deposit
137,000
124,519
91
Advance
113,000
118,000
98
Import
111,167
147,704
125
(%)
Export
93,000
106,943
115
33,000
28,433
86
Guarantee
18,000
29,000
161
PBL is subject to regulations and compliance of regulation is must. Changes in policies with
regard to interest rates, pricing have significant effect on the performance of the Bank.
Bangladesh Bank is expected to continue its persuasion to reduce the spread and charges
further which is likely to affect the performance. Changes in provisioning requirement will also
affect the performance of the bank.
CHAPTER 04: PROJECT PAR
Data Analysis and Findings.
During the survey I have found lots of positive things as well as some negative things. Now I am
going to discuss one by one1. In Bangladeshi family, most of the time male provide the maximum effort for family. From my
survey I have found that maximum percentage (74%) Respondent are male. That means
normally male handle the bank account to survive the family needs.
2. From my survey I found that now a days young person are encouraged to open a bank
account. I found 62% of customers are in age between 18 to 35 years old. Because they are
very much concern about savings.
3. Prime bank Ltd always gets all level of people to open a bank account.
4. Prime bank ltd will be really happy to learn that almost 94% of customer certifies that PBL is
providing excellent service to their customer. Because almost all respondent are agree or
strongly agree that PBL is excellent in service.
5. From the survey I found that PBL has all kind of facilities including security, Better services,
simplicity and faster, they cover wide area of online banking and also have low maintenance
cost.
6. Customers are almost satisfied with ATM service. Because 60% of people said that they dont
feel any hassle during ATM card using. Though 40% of them are not satisfied.
7. As 40% people are not satisfied, they said why they dont agree to satisfy. Because some of
them strongly said that technical defects are available in ATM booth.
8. In case of service charge customers are almost same as service charge ok or not. 48% people
are not satisfied with present charge. They ask to minimize service charge more.
9. Bank can be satisfied that they are providing excellent ATM services. Because during survey I
found that customer are frequently using ATM booth. Some of them are using ATM Booth 7 to 9
or more than that in every week.
10. When I ask about cheque book the frequently answer me that they also use cheque book.
Because by ATM card customer cannot withdraw large amount. Another thing that customer
are using cheque book because it is transferable.
11. Prime bank ltd allows their customer only 20000Tk to withdraw money by using ATM card in a
day. Thats why some of customers are not satisfied.
So from all findings we can say that without some specific case Prime bank ltd almost covered
their customer requirement and expectation. That much they did not, hope fully cover very near
future to reach the core of customer heart.
CHAPTER 05: RECOMMENDATION AND CONCLUSION
5.1 Recommendations
I had the practical exposure in Prime Bank Ltd. Motijheel Branch for just three months, with my
little experience in the bank in comparison with vast and complex banking system, it is very
difficult for me to recommend. I have observed some shortcomings regarding operational and
other aspects of their banking. On the basis of my close observation I would like to propose the
following recommendations
help the official to enrich them with more recent knowledge of banking and improve their skill.
Over burden of work and ill defined assignment unable the employee to discharge their duties
in cool manner. It is also creates a hazardous situation in the work process. So all the
employees should be assigned with proper and specific assignment.
Time consumed in servicing customers is minimized.
Develop communication skills.
Help new entrepreneurs to formulate business plans.
PBL provide a lot of ATM booth for their client. But problem is that some time technical
problems are occurring. So they should look after it carefully.
PBL should provide a specific information desk in all branches for customers
5.2 Conclusion
The Bank is committed to being a sophisticated prominent and professional institution, providing
a one window service to its customers. During the first five years Prime Banks strategy was
focused on continuing in provident of internal procedures and operating structures, to have a
greater control on the quality of our business and to provide better management direction. After
five years of working on the Banks structure, its culture and controls, the management is
confident that the Bank can move forward on a rapid growth path. The PBLs corporate
philosophy is to build its non-funded fee and commission income stream, thus reducing its
reliance on interest income alone.
We can say that without some specific case Prime bank ltd almost covered their customer
requirement and expectation. That much they did not, hope fully cover very near future to reach
the core of customer heart. So, yes customers are satisfied with banking service and ATM service
of Prime Bank Ltd. The report attempts to show the summarized picture of Customer satisfaction
of Prime Bank LTD. The results of our study and observation on the given topic Customer
satisfaction on overall banking services Of PBL. After collecting information I have learnt that
they are reached the maximum customer satisfaction level by providing many functions in
banking transactions. Prime Bank LTD. is that one kinds of bank that deals different functions in
different customer or clients. Its dedicated customer service canters are staffed with experienced
specialists to ensure that their entire customers are well served.
CHAPTER 06: Bibliography and Appendix
Books and publications:
1.
2.
3.
4.
5.
Websites:
1. www.primebank.com.bd
2. www.wikipedia.com
6.2 Appendix
Questionnaire:
Sample questions for survey
Topic: Customer satisfaction on banking service of prime bank Ltd.
1. Name _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
2. Sex
a) Male b) Female
3. Age
a) 20-30 Years b) 31-50 Years c) 51-70 Years
4. Occupation
a) Student b) Service c) Business d) Others _ _ _ _ _ _ _ _
5. What is your monthly income?
a) Below 10000
c) 20000-30000
b) 100000-20000
6. Is there any reason behind choosing Prime Bank Ltd for open a bank account?
a) More secured
b) Better service, Faster & Simplicity
c) Coverage in wide area
d) Low maintenance cost e) others (specify).
9. I thing that Prime Bank Ltd is charging a reasonable service charge.
b) Satisfied
c) Neutral
d) Dissatisfied
e) Very Dissatisfied
8. I think Prime Bank Ltd is providing excellent service from the beginning.
a) Agree b) Strongly Agree c) Disagree d) Strongly Disagree
19. Do you want to attach any special feature to improve the services?