INTERNSHIP REPORT On Customer Satisfaction in Prime Bank Limited

(A Case Study of Islamic Banking Branch, Mirpur, Dhaka.)

PREPARED BY:
Rebeka Sultana Liza MBA program 2004 (6th Batch), Roll no-456, (Serial no-20) Stream-HRM

SUPERVISOR:
Dr. Khondoker Bazlul Hoque Professor Department of Management Studies University Of Dhaka.

Department of Management Studies University Of Dhaka. Dhaka-1000

LETTER OF TRANSMITTAL
February 15, 2007 Dr. Khondoker Bazlul Hoque Professor, Dept. of Management Studies Faculty of Business Studies University Of Dhaka. Subject: Submission of MBA Internship Report. Dear Sir, It is my pleasure to submit my Internship Report on Customer Satisfaction in Prime Bank Limited as a requirement of Internship course. I tried my best to gather relevant information for constructing a complete report as outlined. The preparations of this report enable me to a great extent to complete my theoretical knowledge with practical analysis. I would like to express my profound gratitude for your kind and conscious guidance in preparing my report in the giving time. Thank you very much for your heartiest co-operation. Yours sincerely, (Rebeka Sultana Liza) MBA 6thBatch, Stream-HRM Roll no-456, Serial no-20 Department of Management Studies, University Of Dhaka

ACKNOWLEDGEMENT

It is a great pleasure for me to submit this report after completion of three months internship program with the Prime Bank Limited, IBB Mirpur Branch. My first thanks go to Md. Shahidul Islam, Assistant Vice President (AVP), who gave me his utmost assistance and sincere cooperation with effective guidelines to make this report worthwhile.

I have benefited in many ways from the criticisms and ideas of the expert bankers of Prime Bank Limited. I highly appreciate and thank Mr. Jafar Hasan, First Assistant Vice President (FAVP), S. M. Shahidul Islam, and Executive Officer to learn about various aspects of banking during my internship program in Prime Bank Limited. I would like to give special thanks to those people who helped me a lot by proving information & Suggestions-Mr. Md. Rezaul Karim, Principal Officer, Mr. Ashraful Islam, Senior Officer, Mr. Md. Adil Uddin, Principal Officer, Mr. Md. Mynul Islam, Senior Officer, Prime Bank Limited, IBB Mirpur Branch for helping me immensely. I also indebted to all those, other than mentioned above, who gave me assistance and suggestions in preparing this report.

ACRONYMS

AD AVP A/C BB BCD CD Account CL DD DPS FDR FTT HBL IBC OBC LC OD PO PBL CCS STD SOD SB Account TT SWIFT

: : : : : : : : : : : : : : : : : : : : : : : :

Authorized Dealer Assistant Vice President Account Bangladesh Bank Barer Certificate of Deposit Current Deposit Account Classified Loan Demand Draft Deposit Pension Scheme Fixed Deposit Receipt Foreign Telegraphic Transfer House Building Loan Inward Bills for Collection Outward Bills for Collection Letter of Credit Over Draft Pay Order Prime Bank Limited Consumer Credit Scheme Short Term Deposit Secured Overdraft Savings Bank Account Telegraphic Transfer Society for World Wide Inter Bank Financial Telecommunications

Table of Contents Particulars: Page no:

Executive Summary 1

Chapter-1: Introduction
1.1 1.2 1.3 1.4 1.5 Statement of the research problem Objective of the study Methodology of the study Scope of the study Limitation of the study

2-8
3-5 5 6-8 8 8

Chapter-2: An Overview of Prime Bank Limited

2.1 2.2 2.3 2.4 2.5 2.6 2.7 2.8 Profile of the company Objectives of Prime bank limited. Vision, mission and strategic priorities of Prime bank limited. Organization structure Branches of PBL, Exchange company at Singapore Departments of PBL Prime Bank Training Institution Prime Banks business portfolio

9-20
10-12 12 12-13 13-14 14-16 16-18 18 18-20

Chapter-3: An Overview of Islamic Banking Branch.

3.1 3.2 3.3 Profile of Islamic Banking Branch, Mirpur, Dhaka. Unique features of Islamic banking branch Objectives of Launching Islamic Banking operation in Prime Bank Ltd.

21-24
22-23 23-24 24

Chapter-4: Major Activities of Islamic Banking Branch.

4.1 General banking 4.2 Loans and advances 4.3 Foreign Exchange

25-41
26-35 36-40 41

Chapter-5: Performance of Prime Bank Limited.

5.1 5.2 5.3 5.4 Capital funds Import and Export business Deposit performance Loans and Advances performance

42-51
43-44 44-45 45-46 46-49

Chapter-6: Customer Satisfaction

6.1 6.2 6.3 Range and Diversity of Channel Number and quality of Product offered Personal Service

52-56
54 55 55-56

Chapter-7: Summary of the Findings

7.1 7.2 Customers view about various services Management view about various services

57-64
58-63 63-64

Chapter-8: Conclusion and Recommendation Bibliography Appendices

65-69 70 71-76