Prime Bank

Prime Bank Limited
a bank with a difference ___________________________________________________________________________________
786 1.0 Introduction: 1.1 Origin of the Report

As a student of Masters of business administration (MBA) in Management, every student has to conduct a practical orientation in any organi ation for fulfilling the re!uirements of the "# weeks $nternship program% &he main purpose of the program is to e'pose the students to the real world situation %&his report is done as a partial re!uirement of the $nternship program for the MBA students%
1.2 Rationale of the tud!

$n order to fulfill the re!uirement of the $nternship program, $ chose (rime Bank )td% &he *uman +esource ,ivision (*+,) of (rime Bank )td placed me to its (anthapath Branch% &he *+, of (rime Bank )imited also assigned me a topic of the report to be submitted% &he topic of my report is -.valuation of /ustomer 0ervice 1uality in (rime Bank )imited2% $ have done my internship in (rime Bank )imited, (anthapath Branch for the period of 3ovember #445 to 6ebruary #447% $ have partly worked in few departments of the branch but mainly focused in the general banking department% $t has given me a chance to directly communicate and provide professional service to the bank clients% ,uring this period $ tried to get familiari e myself with the theoretical concept and practical process of customer service in (rime Bank )imited%
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1." O#$ecti%e and cope of the tud!&

&he primary ob9ective of this report is to use the theoretical concepts, gained in the classroom situations, in analy ing real life scenarios% &his is also a partial re!uirement of the MBA program% &his ob9ective is basically met by remaining attached with a reputed organi ation and by gaining some real life e'periences, so that it adds value to the knowledge base of me, an MBA graduate% $n case of this report, the ob9ectives are: &o observe and understand the activities of the different departments of the host organi ation: (rime Bank )imited ((B)) &o identify the customers demand to (rime Bank )imited% &o identify the customers perception or attitude towards the customer services of the prime Bank )imited% &o identify the !uality of services compared to other Banks% ,etermine the relationship between complained and satisfaction% (rovide suggestions to ensure better customer service% (rime Bank limited is one of the successful private banks in our country% $ arranged the report into two main parts% $n the first part of the report $ focused upon the organi ational structure and the financial services offered by (B)% &he report also concentrates upon the actual lending activities of the company, its e'posure to the various sectors and its performance% &he second part of the report basically focuses on the 0tudy of /ustomer services !uality in (rime Bank )imited, (anthapath Branch on the basis of a 1uestionnaire and which was adorned on the basis of some parameters% 6inally $ analy ed the findings from the !uestionnaire and came to a conclusion with some of my recommendations%
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"%: Methodology:
$ have collected primary and secondary data for my research paper% "%:%" (rimary 0ources: $ have collected primary data by interviewing employees and clients of the (rime Bank )imited %$ made a !uestionnaire for the customer of the (rime Bank )td% and collected primary data by survey method% $ also collected (rimary data by face to face conversation with the officers of the Bank% "%:%# 0econdary sources: $ have collected secondary data for my research paper %$ have collected secondary data for my research paper from: Banks annual report Banks records ,ifferent documents of the Bank ,ifferent books, periodical seminar papers, training papers, manuals etc% related to the topic% "%:%; &arget <roup: &he target group was the customers of (rime Bank )imited%
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"%:%: ,ata /ollection and presentation &echni!ues: $ designed a structured !uestionnaire for the customers of the (rime Bank )imited %&his structured !uestionnaire were the ma9or tool of this research paper% After the data collection $ analy ed and presented the data by percentage, graphical presentation techni!ues used different types of charts% $ tried to analy e the ma9or or critical findings %&hen, based on everything= $ provided recommendations and conclude the research paper% "%:%5 0ample 0i e: $ surveyed "#4 clients of the (rime Bank )imited by the !uestionnaire%
1.' Limitation of the tud!&

&he one of the main limitations of the research paper was to conduct a small scale survey on clients% &ime period was the other limitation for collecting information, which was only three month long% $nsufficient supply of relevant books and 9ournals%
2.0 Profile of Prime Bank Limited &

2.1 Background of the Bank&
(rime Bank is one of the new Bangladeshi private banks, which was incorporated on ">th April "??5 with &k% "444 million of authori ed capital @ &k% "44 million of paid up capital by a group of successful entrepreneurs% $t is not only a conventional Bank% $tAs a modern, dynamic private commercial bank @ plays a
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Prime Bank Limited

constructive role in the economic development of the country% (rime bank is the first private bank to introduce lease finance, *ire purchase @ customer credit schemes along with $slamic banking services in the banking sector in order to bring about !ualitative changes in the lives of people of Bangladesh% (B) through its steady progress @ continuous success has, by now, earned the reputation of being one of the leading private sector Banks of the country% (rime Bank is listed with Bpromoter shareholdersA collectively holding a :7C stake in the bank% Dne of the main reasons for the bankAs good financial condition is that the bankAs promoters, who have other business interests as well, have refrained from BusingA the bank for insider lending% &his is a huge issue for Bangladeshi private banks, and together with somewhat la' supervision, is the single biggest factor for the poor financial condition of most private banks% Ehile (rime Bank has so far benefited from its promoter shareholdersA approach of maintaining an arms8length relationship between the bank and their other businesses, whether this would continue to be the case in future, particularly when the second8generation promoters become directors of the bank, remains to be seen% (rime Bank mainly caters to the trade finance market% Manufacturing activity in Bangladesh is relatively subdued, but there are certain industries such as te'tiles, where the country has a competitive advantage% Many te'tiles manufacturers e'port their merchandise (garment e'porters for e'ample) and it is this customer segment that the bank mainly caters to% &he bank is involved at all stages of the e'port cycle: it gives pre8shipment finance for working capital and also provides post8shipment facilities such as bill discounting% $n addition, the bank also undertakes some amount of pro9ect financing for its clientsA plant and machinery, or moderni ation re!uirements% &he lending restrictions on state banks (due to their poor capital position) have helped private banks such as (rime, which have been growing at rapid rates (;48;5C per annum)% Ehile the bank has done well so far, its relatively small si e makes it somewhat vulnerable to une'pected loan losses if some large accounts go bad% Dver the last three years, (rime Bank has introduced credit cards in association with Master/ard% &he credit card market in Bangladesh is still relatively undeveloped with only about #54,444 cards in circulation (population of Bangladesh: ";4m)% &he foreign banks (mainly 0tandard /hartered) are the main players in this segment, although some local banks such as (rime have been investing in this market to position themselves for the future% Ehile delin!uency rates on credit cards are relatively high ((rime Bank: "4C= another local bank: #4C), the annuali ed interest rates on outstanding balances are more than :4C, so it is a lucrative business to be in% (rime Bank has signed a co8
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Prime Bank Limited

branding agreement with *0B/ for issuing credit cards on their behalf, and also plans to tie8up with F$0A in the near future% $n addition to conventional interest8based banking, (rime Bank operates two branches (completely separate from conventional banking) on the $slamic 0hariah principle= however, $slamic banking operations are relatively small and constituted only about 5C of the conventional banking business%
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Prime Bank Limited

2.2
The Profile at a Glance
Name: Date of Incorporation: Date of Inau#uration of $peration: 'e#i(tered $ffice:
Prime Bank Limited 12th February 1!!" 1%th &pril 1!!" &dam)ee *ourt &nne+ Buildin#,2 11!,12- .oti)heel */& Dhaka,1--- Ban#lade(h0
Lo#o: Name of the *hairper(on of the board: Name of the .ana#in# director: Number of Branche(: 3er5ice( Pro5ided: Di5er(ification of product( 6 (er5ice(: Paid up capital: Publicly Traded *ompany: *redit *ard: Bankin# $peration 3y(tem: Technolo#y 9(ed: Initial Public $fferin#: Number of 3hareholder(: .arket 5alue per (hare: 8,mail: :eb 3ite: 3:IFT:
.r0 &)am 1 *ho2dhury .r0 .d0 3hah)ahan Bhuiyan 4% Depo(it (cheme Loan 6 I(lami Bankin#0 *orporate Bankin# 'etail Bankin# 6 *on(umer Bankin#0 Tk0 1--- million 3hare 7uoted daily in D38 6 *38 .ember of .a(ter *ard Both *on5entional and I(lamic Bankin# 3y(tem0 .ember of 3:IFT on line Bankin# 9NI; ba(ed *omputer 3y(tem 2<2=%!0"primebnk > ban#la0net 2220prime,bank0com P'BLBDD?
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Prime Bank Limited

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Prime Bank Limited

2." (ierarch! of Prime Bank Limited

/hairman
&op Management
Board of ,irectors .'ecutive /ommittee Managing ,irector Additional Managing ,irector
.'ecutive )evel Management
/ompany 0ecretary 0r% .'ecutive Fice (resident .'ecutive Fice (resident 0enior Fice (resident Fice (resident 0r% Asst% Fice (resident Assistant Fice (resident 6irst Assistant Fice (resident
Mid )evel Management%
Hunior )evel Management
0enior .'ecutive Dfficer .'ecutive Dfficer
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Prime Bank Limited

(rincipal Dfficer
0enior Dfficer
Dfficer I Management &rainee
Hunior Dfficer
&rainee Assistant Dfficer
2.) *i ion and +i ion&

(rime Bank )imited aims to become one of the top8performing banks by prudent financing, to earn sustainable profit @ rendering of services to customers more efficiently @ effectively% $ts *i ion is to be the most efficient bank in terms of customer service, profitability and technology application and +i ion is continuous improvement in their business policies and procedures as well as cost reduction through integration of technology at all level% &o achieve the mission, strategic priorities shall have the sustainable growth, broader and improved range of product and services%
#%5 6inancial *ighlights:

,-aka in million. /l.0 Particular 1 2 Paid1up 2apital -otal 2apital 200) 13000.00 23)76.") 200" 700.00 134'8.12
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Prime Bank Limited

" ) ' 6 6 7 8 4 10 11 12 1" 1) 1' 16 718 14 20 21 22
2apital urplu 5deficit -otal 6 et -otal 7epo it -otal Loan and 6d%ance -otal 2ontingent Lia#ilitie and 2ommitment 2redit 7epo it Ratio Percentage of 2la ified Loan again t -otal Loan 9 6d%ance Profit after ta: 9 pro%i ion 6mount of cla ified loan during current !ear Pro%i ion kept again t cla ified loan Pro%i ion urplu 5,deficit. again t cla ified loan 2o t of fund Intere t earning 6 et ;on1intere t earning 6 et Return on in%e tment ,ROI. Return on 6 et ,RO6. Income from In%e tment <arning per /hare ;et Income per /hare Price <arning Ratio
)01.'" "23"61.62 283064.2) 2"3214.67 203'"1.74 8"8 1.'28 611.4) 2)6.2" 17).00 '2.66 6.628 2431"7.28 "322).") 6."68 2.168 146.1' 61.14 61.14 1)."7
)77.21 2)32)4.1" 203)8".2" 163)42.22 163"'1.)2 818 1.488 "7'.)6 21).)' 2)4.)) 8'.48 7."28 2134"6.70 2324'.6' 6.'88 1.728 167.77 "7.'' "7.'' 6.48
2.6 Branch ;et=ork&

(rime Bank has :4 e'isting branches and some other proposed branch all over the Bangladesh to provide better service to their valuable customers%
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Dhaka Division
Chittagong Division
Rajshahi Division Existing Branches
Khulna Division Barishal Division
Sylhet Division
6igure ;: Branch 3etwork
.'isting Branches ,haka ,ivision

Moti9heel Branch ,hanmondi Branch 3ew .skaton Branch Madhabdi Branch Banani Branch Jttara Branch 6oreign .'change Branch $slamic Banking Branch Mohakhali Branch Kawran Ba ar Branch
$slamic Banking Branch Mouchak Branch (ragati 0arani Branch .lephant +oad Branch 0himrail Branch <ulshan Branch 0hyamoli Branch Bangshal Branch &ongi Branch 3arayangan9 Branch (anthapath Branch <onakbari Branch Moulvi Ba ar Branch
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Prime Bank Limited

/hittagong ,ivision
Hubilee +oad Br Agrabad Branch Khatungon9 Branch $slamic Banking Branch D%+% 3i am +oad $slamic Banking Branch B 0 (la a 6atickchari Branch
+a9shahi ,ivision
+a9shahi Branch Bogra Branch
Khulna ,ivision
Khulna Branch Hessore Branch
0ylhet ,ivision
0ylhet Branch $slamic Banking Branch 3abiba /omple' /ourt +oad Branch &a9pur Branch, 0ylhet Jpashahar Branch, 0ylhet Beaniba ar Branch
Barisal ,ivision
Barisal Branch
2.7 >ield of Operation &

(B), being one of the best financial intermediaries in the country, blended its operations in conventional banking, $slamic banking and investment banking% &he blending has been done with the ob9ective of diversifying the operations for catering to the needs of the customers of the different strata of the society from one viewpoint and for having sustainable growth in profitability and business with the least possible risk% &he bankAs operations were diversified into the following areas of activities as a dynamic financial intermediary% /onventional Banking Dperation $slamic Banking Dperation
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Prime Bank Limited

)ease 6inance Dperation Merchant Banking +etail Banking $n order to carry out the above operations (B) has set up the following divisions, departments and units in its *ead Dffice: "% /redit Dperation @ Management Jnit a% /orporateI+elationship Dperation ,epartment b% /redit +isk Management ,epartment c% /redit Administration department d% /redit Monitoring and +ecovery ,epartment e% .'port 6inance ,ivision f% 0mall @ Medium .nterprise (0M.) /redit /ell g% 0tructured 6inancing Jnit #% $nternational ,ivision ;% &reasury ,ivision :% )easing Jnit 5% /ard ,ivision 7% +etail /redit ,ivision >% /orporate Affairs ,ivision G% $slamic Banking ,ivision ?% Merchant Banking @ $nvestment ,ivision 6or facilitating operations by the above mentioned divisions the bank has established the following divisions to provide support and internal services: *uman +esource ,ivision
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$nformation &echnology ,ivision (ublic +elations ,ivision 6inancial Administration ,ivision <eneral 0ervices ,ivision Marketing ,ivision (rime Bank &raining $nstitute Branches /ontrol ,ivision 6or ensuring internal and statutory compliance there are following three cells namely, o Board Audit /ell o Audit and $nspection ,ivision o /entral /ompliance ,epartment Besides, there is a Board 0ecretariat to look after the company matters and to for arrange for BoardI.'ecutive Meetings and record the proceeding of the boardI./%
2.8 /er%ice Pro%ided&

") ,eposit 0cheme #) )oan ;) $slami Banking
7epo it /cheme&
Bank is the largest mobili er of surplus domestic savings% 6or poverty alleviation, we need self employment, for self8employment we need investment and for investment we need savings% $n the other words, savings help capital formations and the capital formations help investments in the country% &he investment in its turn helps industriali ation leading towards creation of wealth of the country% And
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the wealth finally takes the country on road to progress and prosperity% As such, savings is considered the very basis of prosperity of the country% &he more the growth of savings, the more will be the prosperity of the nation% &he savings rate in Bangladesh is one of the lowest in the world% $n order to improve the savings rate, 6inancial $nstitutions responsible for mobili ation of savings should offer attractive 0avings 0chemes so that the marginal propensity to save increases% &he savings do not, of course, depend only on the !uantum of income but largely depend on the habit of savings of the people%
(B) formulated the following 0avings 0chemes /ontributory 0avings 0cheme Monthly Benefit ,eposit 0cheme .ducation 0avings 0cheme 6i'ed ,eposit 0cheme 0hort &erm ,eposit )akhopati ,eposit 0cheme ,ouble Benefit ,eposit 0cheme 6oreign /urrency Account +esident 6oreign /urrency ,eposit Account 3on8resident 6oreign /urrency ,eposit Account 3on8resident &aka Account 3on8resident $nvestors &aka Account L
Loan /cheme&
<eneral )oan 0cheme
,epending on the various nature of financing, all the lending activities have been brought under the following <eneral )oan: 0hort term )oan Medium term )oan )ong term )oan &he loans are allowed to individualIfirmIindustries for a specific purpose but for a definite period and generally repayable by installments fall under this head% &his type of lending are mainly allowed to accommodate financing under the categories
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(i) )arge @ Medium 0cale $ndustry and (ii) 0mall @ /ottage $ndustry% Fery often term financing for (") Agriculture (ii) Dthers%
(ire Purcha e
*ire (urchase is a type of installment credit under which the *ire (urchase agrees to take the goods on hire at a stated rental, which is inclusive of the repayment of (rincipal as well as interest for ad9ustment of the loan within a specified period%
(ou e Building 5 6partment Loan /cheme

)oans allowed to individualIenterprises for construction of house (residential or commercial) fall under this type of advance% &he amount is repayable by monthly installment within a specified period% 0uch advances are known as )oan (*B)8 <.3)% )oans allowed to our Bank .mployees for purchase Iconstruction of house shall be headed 0taff )oan (*B)80&A66)%
Lea e >inance
)ease financing is one of the most convenient long term sources of ac!uiring capital machinery and e!uipment% $t is a very popular scheme whereby a client is given the opportunity to have an e'clusive right to use an asset, usually for an agreed period of time, against payment of rent% Df late, the lease finance has become very popular in almost all the countries of the world% An obvious advantage of the lease is to use an asset without having to buy it% &he lessee is obligated to make lease payments until the e'piration of the lease agreement, which corresponds to the useful life of the asset% $n a capital scarce economy like ours, )ease 6inancing is suitable for firms to ac!uire /apital Machinery, .!uipments, Medical $nstruments, and Automobiles etc% And thereby employ their own resources more advantageously in some other investments% )ease financing also helps a firm to reap significant economic benefit through ta' saving and by reducing the risk of the e!uipments becoming obsolete due to the technological advancement%
/mall 9 +edium <nterpri e ,/+<.

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Bangladesh is a densely populated country% Hob opportunity here is very scanty= Jnemployment rate is appro'imately :4C% (opulation below poverty line is ;7C% &herefore, it is the prime concern for the nation to generate income through creation of 9ob opportunity @ employment% /reation of 9ob opportunity at large scale by us is not possible% Ehat can be done better is to help self8employment through financial support% &here are many small and medium entrepreneurs in the country that have innovative idea, spirit and potentiality to do something productive for local consumers as well as e'port abroad% &hey can generate income and contribute to the <,(% &hey may also provide employment to other people% ,evelopment and growth of 0mall and Medium .nterprise is vital for national development% 0uch type of beneficial enterprises borrower can not go a long way for want of financial support because they have no access to institutional credit facilities, as they cannot provide collateral security as demanded for such credit facility%
6d%ance 6gain t /hare

$n order to contribute to the development of the /apital Market of the country (rime Bank )imited e'tends credit facilities against pledge of 0hares to the individuals as well as to the Member of ,0. @ /0.%
2on umer 2redit /cheme

$n order to provide financial assistance to the limited income group for raising their standard of living by ac!uiring domestic durables like +efrigerator, &%F%, Eashing machine, 6urniture, /omputer, Motor /ar, etc%, the bank has introduced a 0cheme to improve the !uality of life particularly of the fi'ed income earner of the society and this scheme is known as /onsumer /redit 0cheme (/00)%
I lami Banking&
(rime Bank has started its $slami Banking operation through its first Branch being inaugurated at "?, ,ilkusha /IA, ,haka on "G ,ecember "??5% 0ince then it has
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so far has established four more branches at different locations in the /ountry% Because of its popularity and managementAs commitment toward social well being gradual e'pansion of (rime BankAs $slami Banking operations is assured% 6ollowing are the salient features of $slamic Banking, as is practiced in (rime Bank )imited: 4"% All activities are conducted according to $slamic 0hariah% 4#% $nterest free monetary operations% 4;% Building partnership relation between the Bank and its customers% 4:% 6ollowing $slamic principles in its investment portfolio% 45% Ehile investing special consideration to social needs is given% 47% &hrough small and long term deposit schemes providing hope to the poor income group of the society% 4>% /lient service centric banking, through which making the clients feel special% 4G% /onduct welfare activates etc% 0ervice (ortfolio: (rime Bank provides following services under $slami Banking: ,eposit $nvestment 6oreign &rade +emittance and 6und &ransfer
2.4 Performance&
(rime Bank has been profitable since the first year of its operations% (rofits were low in "??G as the bank incurred losses on its stock market operations% Management described this as a Blearning e'perienceA and has since refrained from stock trading activities% $ndeed the bankAs profitability has been e'ceptional compared with its Bangladeshi counterparts, and it reported an average +D. of :"C (+D. at end8#44# was ;4C) between "??? and #44#% As a fully licensed commercial bank, (rime Bank )td% is being managed by a highly professional and dedicated team with long e'perience in banking% &hey constantly focus on understanding and anticipating customer needs% As the
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banking scenario undergoes changes so is the bank and it repositions itself in the changed market condition% (rime Bank )td% has already made significant progress within a very short period of its e'istence% &he bank has been graded as a top class bank in the country through internationally accepted /AM.) rating% &he bank has already occupied an enviable position among its competitors after achieving success in all areas of business operation% &he bank has consistently turned over good returns on Assets and /apital% ,uring the year #44:, the bank has posted an operating profit of &k% "":7%": million and its capital funds stood at &k #:>7%47 million% Dut of this, &k% "444 million consists of paid up capital by shareholders and &k% ":>7%47 million represents reserves and retained earnings% &he bankAs current capital ade!uacy ratio of "4%>:C is in the market and much above the stipulated line of ?C% $n spite of comple' business environment and default culture, !uantum of classified loan in the bank is very insignificant and stood at less than "%5#C%
2.10 2omparati%e Po ition&

(rime Bank )td% offers all kinds of /ommercial /orporate and (ersonal Banking services covering all segments of society within the framework of Banking /ompany Act and rules and regulations laid down by our central bank% ,iversification of products and services include /orporate Banking, +etail
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Banking and /onsumer Banking right from industry to agriculture, and real state to software% (rime Bank )td%, since its beginning has attached more importance in technology integration% $n order to retain competitive edge, investment in technology is always a top agenda and under constant focus% Keeping the network within a reasonable limit, bankAs strategy is to serve the customers through capacity building across multi delivery channels% BankAs past performance gives an indication of their strength% &he bank is better placed and poised to take its customers through fast changing times and enable them compete more effectively in the market they operate% &here are 5# banks operating in our country% Among all these banks (B) has established itself as one of the most influential local bank% (rime BankAs position can be figured out from the following table
PBL? 2omparati%e Po ition

,>igure in crore -k..
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Sl 3o %
Operatin g P Banks r ROA o f i t EPS
Deposi
Advanc
Paid-Up
Prime B a n k 101. ! ". # 1 $10%.$ 1"&%.$ 100
D'aka B a n k &.00 &.1% 101. 1"! .1 1$!!.# (.10
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D)tc'B a n gl a * a n k & .(0 (.%" $!0 1#1(.& 11&(.$ $0.$0
&
So)t'east Social +n v es t m e nt B a n k
#0.(0
&. $
1$0.
$011.%
&.!
".&0
0.10
&.%!
1%$
1%#0.%
100 .!
$".00
"
,-- Bank
"$. 0
&.!"
11(
1 1 .&
1$! .0
$$.$0
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Prime Bank Limited

Al-Arafa' B a n k
0ource: (rime Bank &raining $nstitute
(0.#0
&.0
"0."
!"&.(0
# #.$0
0."0
@raphical Repre entation&

Comparative Position 5000 4000 3000 Amount 2000 1000 0 Prime Bank
!erating"Profit # A
DutchBangla bank
$PS
Social Investment Bank
Al-Arafah Bank
De!osit A%vance Banks
Pai%-&!"'a!ital
6igure :: /omparative (osition

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0o, (rime Bank )imited is a fast growing and modern private commercial bank% $t is making its marks in the countryAs socio8economic condition by channel ing the much8needed fund to the entrepreneurs% And by doing this consistently and efficiently it is also satisfying the shareholders%
2.11Panthapath Branch of Prime Bank Limited &

(anthapath Branch of (rime Bank )imited is a profit earning branch %$t is one of the newest branch of (rime Bank )imited which was established 9ust in April #445% $t is situated at the ground floor of 6iro9 &ower at the <reen +oad crossing% $t is a very important place as the place is becoming a more commercial area day by day% &he Branch has "# Dfficers of which the *ead Df the Branch Mr% 6a le *aider is a Fice (resident of (rime Bank )imited %&he Branch has " 0enior .'ecutive Dfficer, " .'ecutive Dfficer, " (rincipal Dfficer, # 0enior Dfficers , " Dfficer , : Hunior Dfficers and " &rainee Assistant Dfficer% All of them are very cooperative and helpful which is enough to satisfy their clients% %Although it started its operation in April #445 as the year ended we have to admit that despite all barriers it succeeded to fulfill its profit target% Although it is not still a Authori ed ,ealer of 6oreign .'change , it performs its dealings through its Kawranba ar Branch%&he performance of this Branch is very well which could be analy ed with the help of following data%
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Aearl!,200'. 2lo ing Po ition of Panthapath Branch

7epo it Bill Pa!a#le 6d%ance Profit5 Lo Po ition 2a h in (and Banglade hi Bank Balance Other Bank Balance -otal Inland L52 opened -k "836234)31"1 -k "'31"3")' -k )3863"8326' Profit -k )13203'"4 -k )83003)2) ;il ;il ;il
(anthapath Branch is a new Branch ,so it is cogni able that the Branch will take time to settle down in a B(rime A condition% As the Dfficers always try hard to improve the status and the high officials of the Bank are always keen to make the Branch a busiest one it is e'pected that the above volume will be larger day by day%
".0 Literar! Re%ie= ".1 2u tomer /er%ice & /ustomer service means to provide customers with good services in order to earn profit along with customer satisfaction % 0uccessful customer service companies focus their attention on both their customers and their employees %&hey understand the service profit chain , which links service firm profits with employee and customer satisfaction %&his chain consists of five links : $nternal service !uality : 0uperior employee selection and training , a !uality work environment ,and strong support for those dealing with customers%
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0atisfied and productive service employees :More satisfied ,loyal and hard working employees % <reater 0ervice Falue : More effective and efficient customer value creation and service delivery% 0atisfied and loyal customers : 0atisfied customers who remain loyal, repeat purchase , and refer other customers% *ealthy service profits and growth : 0uperior service firm performance% 6rom the above discussion it can be said that well managed customer service companies share a number of common virtues regarding customer service %0uccessful service companies are -/ustomer Dbsessed2 ,and set high service !uality standards% ".2 +anaging /er%ice Bualit! &
A service firm may win by delivering consistently higher !uality service than competitors and e'ceeding customers e'pectations% &hese e'pectations are formed by their past e'periences ,word of mouth and advertising% After receiving the service , customers compare the perceived service with the e'pected service% $f the perceived service meets or e'ceeds their e'pectations, they are apt to use the provider again% +esearchers formulated a service !uality model that highlights the main re!uirements for delivering high service !uality% &he model, shown in the figure below , identifies five gaps that cause unsuccessful delivery%
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Prime Bank Limited

"%4
@ap #et=een con umer e:pectation and management perception :
Management doesnAt always perceive correctly what customers want% A Bank authority may think that clients want prompt service but clients may be more concerned with more responsiveness% #%4 @ap #et=een management perception and er%ice Cualit! pecification& Management might correctly perceive the customers wants but not set a specified performance standard% A Bank may tell the Dfficers to give fast service without specifying it !uantitatively% ;%4 @ap #et=een er%ice Cualit! pecification and er%ice deli%er! & &he personnel might be poorly trained , or incapable or unwilling to meet the standard or they may be held to conflicting standards, such as taking time to listen to customers and serving them fast% :%4 @ap #et=een /er%ice deli%er! and e:ternal communication & /ustomer e'pectations are affected by statements made by company representatives and advertisements%
5%4
@ap #et=een percei%ed er%ice and e:pected er%ice &&his gap occurs may keep
when the consumer misperceives the service !uality% &he Banker something really is wrong%
visiting the valued clients but the client may interpret this as an indication that
"." /er%ice Cualit! Parameter &

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Prime Bank Limited

+esearchers found out five parameters of service !uality % &hese are presented in order of importance :
1.0 Relia#ilit! & &he !uality to perform the promised service dependably and
accurately% $n its broadest sense reliability means that the company delivers their services on its promises %/ustomers want to do business with companies tat keep their promises ,particularly their promises about the core service attributes%$n my !uestionnaire ; !uestion were to assess the reliability of the (rime Bank )imited ,which were : 1. 7o !ou think PBL pro%ide the er%ice all time that it promi e to do oD 2. Ehen !ou face a pro#lem PBL ho= intere t to ol%e the pro#lemD ". Pro#lem are ol%ed %er! promptl!D
2.0 Re pon i%ene

dealing with
& +esponsiveness is the willingness to help customers and to

re!uest ,!uestions, complaints and problems
provide prompt service %&his dimension emphasis attentiveness and promptness in customer %+esponsiveness is communicated to customers by the length of time they have to wait for assistance ,answer to !uestions or attention to problems %+esponsiveness also captures the notion of fle'ibility and ability to customi e the service to customer needs% $n my !uestionnaire the following !uestions were about responsiveness: 1. 7o !ou think PBL emplo!ee are %er! friendl! and helpfulD 2. 7o !ou think emplo!ee al=a! earch for olution for !ouD ". 7o !ou think the #eha%ior of the officer ati f! !ou D
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Prime Bank Limited

".0 6 urance&
Assurance is defined as employeeAs knowledge and courtesy and the ability of the firm and its employees to inspire trust and confidence %&his dimension is likely to be particularly important for services that the customers perceive as involving high risk% $n my !uestionnaire the following !uestions were about Assurance : 1. 7o !ou think the emplo!ee of PBL are tru tful and relia#le D 2. <%er! tran action #! PBL emplo!ee i afe to !ou D
". 7o !ou think a a Bank 3Prime Bank i al=a! tru t=orth! from all a pect D
).0 <mpath! &

.mpathy is defined as the caring ,individuali ed attention the firm provides its customers% &he essence of empathy is conveying through personali ed or customi ed service that customers are uni!ue and special% $n my !uestionnaire the following !uestions were about .mpathy : 10. 7o !ou think PBL al=a! gi%e !ou indi%idual attentionD 11. 7o !ou think PBL under tand !our pecific need D 12. 7o !ou think PBL #elie%e in per onal relation hip =ith their client D
'.0 -angi#le :
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Prime Bank Limited

&angibles are defined as the appearance of physical facilities ,e!uipment ,personnel, and communication material % $n my !uestionnaire the following !uestions were about tangibles: 1". 7o !ou think PBL u e modern looking eCuipment D 1). 7o !ou think the Bank ha a con%enient tran action hourD 1'. 7o !ou think PBL hould introduce ne= facilitie like 6-+ card and credit card facilitie D &here were also another !uestion asking whether the customers are satisfied with the present charges and fees of (rime Bank )imited% Also there was a scope for them to opine on the Bank services %&hese were also evaluated through the whole survey process%
).0 2u tomer /er%ice of Prime Bank Ltd

).1 6n o%er%ie= of cu tomer er%ice acti%itie & (rime Bank )imited is a leading Bank in Bangladesh %At the end of #445 fiscal year, it stood the first position among the native conventional (rivate Banks in case of profit% $t is also in a very good position in the Bangladesh Bank introduced /AM.) rating% As it is topped among the other financial institutions ,it is also very much caring to its customers% 0o customer service is always a very vital issue for (rime Bank )imited% &here is a common dialogue in (rime Bank which says -/ustomers are our K$3< 2%0o it likes to treat its customers with a very outstanding manner% As the hospitality is very necessary, the Bank always try to give its clients the best service% All the efforts and works in the Branch Banking environment focus on customer
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Prime Bank Limited

satisfaction %&here are several departments in a Bank which is more or less directly linked with the customers%&hese are front dest ,/omputer section ,/ash department, //0 department and also foreign e'change department%An evaluation of customer services given by this department can be discussed below :
).2. >ront de k acti%itie &

6ront desk play a very vital role in a BankAs customer service% &his happen gradually that a prospective client approach to a Bank at first to know something %&o know the facilities which the Bank could provide him% /lients want to know various matters to a Bank% &here are varieties of clients %0omeone may be a teacher, someone is a doctor, someone is businessman and may be some are students% &o a Bank all the prospective customers are e!ually valuabe% Ehen a client enters into a Bank ,he at first meet to the 6ront ,esk% 0o the officers who serve here play a very important role %$t is a very common rule that -6irst impression should be the best impression 2%(rime Bank is very prompt in their front desk activities% *ere customers find their guideline and all necessary information %&hey can open their account ,open different deposit scheme, deposit che!ues for clearing, can do (ay Drder and could get all support to do so from the e'perienced officers%
)." 2omputer 7epartment &

/omputer is a very necessary part of Branch Banking activities%At present (rime Bank is using (/ BA3K software for their all daily transaction %Dfficers help customers in this section to post their che!ues ,provide them bank statement , give them different types of certificates as the customers demand% &hey also provide them bank balance directly or over phone% *ere officers help their clients to get a track of all transactions as if they feel comfort%
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Prime Bank Limited

:%: Dnline Banking in (rime Bank )imited : At present (rime Bank provide online banking to some selected customers %&o get this facility an account holder need to apply first% &hen the bank decide whether the account will be benefited with online Banking% $f a account holder gets online banking facility then he is able to make transaction in any Branch of (rime Bank )imited%
'.0 >inding and anal! i of 2u tomer /er%ice Bualit! &

'.1 Bue tionnaire finding and anal! i & 3ow the survey findings are represented by according to different parameters%&he answer of the !uestions are representing according to the parameter that identify the customer perception or attitude towards customer services of the (rime Bank )imited% '.1 a Relia#ilit! Parameter& 1 " 7o !ou think PBL pro%ide the er%ice all time that it promi e to do oD 0atisfaction option " # ; : 5 (ercentage ;4C :4C #5C 5C 4C 6re!uency ;7 :G ;4 7 4
1 # Ehen !ou face a pro#lem PBL ho= intere t to ol%e the pro#lem D 0atisfaction option (ercentage 6re!uency " ;#C ;? # ::C 5; ; ";C "5
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Prime Bank Limited

: 5
""C 4C
"; 4
1; Pro#lem are ol%ed %er! promptl! D 0atisfaction option " # ; : 5 (ercentage ;#C ::C ";C ""C 4C 6re!uency ;? 5; "5 "; 4
>inding &
(rime Bank )imited provide its services at the time it promises to do so% Ehen you face a problem (rime Bank )td shows a sincere interest to solving it% (roblems are solved promptly%
'.1# Re pon i%ene
Parameter & (ercentage "#C ;:C ">C #;C ":C 6re!uency ": :" #" #> ">
1 : 7o !ou think PBL emplo!ee are %er! friendl! and helpful D 0atisfaction option " # ; : 5
1 5 7o !ou think emplo!ee al=a!
earch for olution for !ou D
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Prime Bank Limited

0atisfaction option " # ; : 5
(ercentage ;?C #;C ##C GC GC
6re!uency :> #G #7 "4 ?
17 7o !ou think the #eha%ior of the officer 0atisfaction option " # ; : 5 (ercentage :"C ##C ">C "5C 5C
ati f! !ou D 6re!uency :? #7 #" "G 7
>inding :
.mployees of (rime Bank )imited are friendly and helpful% .mployes always search for solutions for the clients% &he behaviour of the employees is very good% '.1c 6 urance & 1 > 7o !ou think the emplo!ee of PBL are tru tful and relia#le D
0atisfaction option
(ercentage
6re!uency
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Prime Bank Limited

" # ; : 5
:#C #GC "#C ":C :C
5" ;; ": "> 5
1G <%er! tran action #! PBL emplo!ee i 0atisfaction option " # ; : 5 (ercentage ";C ;GC #>C "?C ;C
afe to !ou D 6re!uency "7 :5 ;# #; :
1 ? ,o you think as a Bank ,(rime Bank is always trustworthy from all aspect M 0atisfaction option " # ; : 5 (ercentage :5C #7C #"C GC 4C 6re!uency 5: ;" #5 "4 4
>inding &
.mployees of (rime Bank )imited are trustful and reliable % &he transaction by (B) employees is safe to the clients% As a Bank ,(rime Bank )imited is trustworthy to its clients% '.1 d <mpath!
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Prime Bank Limited

1"4 ,o you think (B) always give you individual attention M
(ercentage #7C 5#C 7C "7C 4C
6re!uency ;" 7# G "? 4
1"" 7o !ou think PBL under tand !our pecific need D
0atisfaction option " # ; : 5 1"#
(ercentage #:C #GC ;GC "4C 4C
6re!uency #? ;; :7 "# 4
7o !ou think PBL #elie%e in per onal relation hip =ith their client D (ercentage "5C #5C ;#C #"C >C 6re!uency "G ;4 ;? #5 G
>inding &
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Prime Bank Limited

(rime Bank )td %always gives individual attention to its clients% (rime Bank )td% understands customers specific needs% (rime Bank believe in personal relationship with their clients% '.1 e -angi#le & B 1" 7o !ou think PBL u e modern looking eCuipment 0atisfaction option " # ; : 5 (ercentage #;C :7C ";C ""C >C 6re!uency #G 55 "7 "; G
1": ,o you think the Bank has a convenient transaction hourM 0atisfaction option " # ; : 5 (ercentage ;7C :;C ">C :C 4C 6re!uency :; 5# #4 5 4
1"5 7o !ou think PBL hould introduce ne= facilitie like 6-+ card and credit card facilitie D 0atisfaction option " # ; : (ercentage 54C #>C "7C >C 6re!uency 74 ;# "? ?
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Prime Bank Limited

4CC
>inding &
(rime Bank use modern e!uipment in their Banking service% (rime Bank has a convenient transaction hour% Modern facilities like A&M machine, credit card facility should be introduced to (rime Bank% '.1 f Other 1"7 7o !ou think the fee and er%ice charge of the Bank i rea ona#le in compari on =ith other Bank D 0atisfaction option " # ; : 5 (ercentage "#C ;GC #>C ""C "#C 6re!uency ": :7 ;; "; ":
>inding &
/ustomers seldom say that the charges of (rime Bank )td is !uite high %0o these fees should be reduced% 1"> Ehat i !our opinion to impro%e the /er%ice of the Bank Dption $ntroduction of A&M &ransaction hour long Dnline (romptness 0ervice charge lower 6riendly atmosphere (ercentage 5GC ##C "#C 5C ;C 6re!uency >4 #> ": 7 ;
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Prime Bank Limited

>inding :
/lients of (rime Bank )imited strongly desire A&M service ,which we found from the above table%0ome say that .vening Banking should be little more lengthened while some demands online service to be very fast%
'.2 SWOT Analysis:

0ED& analysis enables an organi ation to have a comprehensive insight about its current position in the industry compared to the competitors% $t provides the organi ation a scope to strategically improve its position in the market% *ere, the internal strength and weakness of (rime Bank )imited as well as the e'ternal opportunities and threats are discussed: 5.2 a Strength: 2apital 6deCuac!& (rime Bank )td% is maintaining a strong capital base% By the end of March #445, capital ade!uacy ratio of the bank was "4%>:C that is well above the stipulated re!uirements of ?C% &he bank had a target to have tk% "444 million of capital fund
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Prime Bank Limited

by the year #447, whereas it already reached capital fund of almost tk% #444 million by #44;, positioning the bank as one of the strong capital based bank of Bangladesh% &he bank has now also increased its authori ed capital to :444 million to its e'pansion programs% 2u tomer /er%ice& (B) has a very good relationship with its customers% &he bank believes in maintaining personal relationship with the clients% Dne of the ma9or goals of the bank is to build long term relationship with the customer and to create value for them% &o maintain this relationship, (B) sometimes waiver high charges for those valued clients who are linked with the bank for a long period of time% &he bank recently has appro'imately more than ",5:,444 clients, highest in the private sector commercial banks of our country% LiCuidit! Po ition& )i!uidity position is a ma9or criterion to measure a bankAs strength% By the end #44; (B) has a li!uid assets of &k% :5G:%:5 million, the ratio of li!uid assets to total was "G%?#C% 0o, the li!uidity risk of the bank is low and makes its position stronger% <fficient 6dmini tration (rime Bank )td% had an efficient administration% &he work is done in a timely and systematic manner for which the efficient administration is responsible% &here is
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Prime Bank Limited

close relationship between the employees and management though the chain of command is maintained strictly% Dverall, there is a good balance between the administration and the employees% Bualit! of 6 et & &he asset of (B) is of very high !uality% &he ma9or portion of this asset is loan and advances% &he default rate is less than #%44C whereas the average default rate in Bangladesh is ;4C% &his proves that the credit risk of (B) is very low%
5.2 b Weakness -echnolog!& Dne of the ma9or weaknesses of (rime Bank )td% is the technology used by the bank% Eith the change of time, technological advancement is essential to survive in the competition% *ence, (B) is lagging far behind in this area% Most of the branches are not well e!uipped% &here are not enough computers, telephones and fa'es machine in the branches which often slower the pace of work% (B) is the pioneer of on banking in Bangladesh but unfortunately enough that this facility is
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Prime Bank Limited

lagging behind in the present scenario of banking as others offer more sophisticated online banking% Remuneration & &he pay scale of the employees in (B) is not competitive compared to other private banks of Bangladesh% &he employees of the (B) get compensation of around :4C of what other private banks, for e'ample ,haka Bank, 0outheast Bank etc% offer to their employees% &his creates dissatisfaction among the employees that carries the risk of rise in employee turnover rate% $t also create 9ob switch tendency among the (B) employees% Promotion& Ehen an employee gets a promotion to the ne't level, heIshe gets more compensation% (B) is regular in giving promotion, but the employees get late effect of this promotion% Dften there is a long gap, for e'ample a si' month gap in getting the effect% -raining& (B) has its own training institute (B&$ ((rime Bank &raining $nstitute) to strengthen the capabilities of human resources% *owever, it is not always possible to give through training% .specially, there is a lack of specific training for specific 9obs% As a result, the employee has to learn things from the 9ob by doing it practically%
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Prime Bank Limited

5.2 c
Opportunity
6-+ >acilit!& /urrently (rime Bank )td% does not have A&M facility% Many other leading competitors have A&M service that provides #: *ours limited cash transaction to their clients% &his service is highly preferred by the clients, as they have to wait less time in A&M booth% 0o, (B) has good opportunity to install A&M service to meet the greater service demand of consumers% Branch <:pan ion& (rime Bank is growing !uickly all over the country% Besides e'panding in the urban areas, (B) has prospects to open more branches in sub8urban areas, which will eventually enhance the government effort at receiving rural economy as well as reaching more people by better service%
-raining >acilit!& (rime Bank &raining institute ((B&$) is supporting the bank by offering in house training courses, workshops and seminars% As the bank has its own training institute to enhance the capability of human resources, (B) can use this
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Prime Bank Limited

opportunity to train their employees in specific areas and create speciali ed and e'pert people for the bank% Banking /oft=are& (rime Bank is still lagging behind in upgrading their software system% &he bank has the prospect to select high !uality banking software which will make the banking operations easier and smooth as providing !uality service is one of the ma9or goals of (rime Bank )imited% 5.2 d Threats
Le%el of 2ompetition& /ompetition is always a ma9or threat for any organi ation% $n recent years, the number of private bank is increasing% &hese banks always pose a threat for others by coming up with new product line, innovative technology, !uality services, etc% thus the level of competition rises and creates threat for prime bank limited%
-echnological 6d%ancement&
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Prime Bank Limited

Eith time, technology is getting advanced and most of the private banks are upgrading their operating system to survive in the industry% (B) is lagging behind in this department and still mostly dependent on manual work rather than technology% Advancement of technology is posing great threat for (B)% 2ompen ation Package& /ompared to other private banks of Bangladesh, the compensation of (B) is not so attractive% &hough the employee of (B) gets fair financial and other benefits, the base pay is not sufficient% &his poses a lot of threat on the employees of switching to other banks from (B)% Political Fnre t& &he political unrest as well as the law and order situation of Bangladesh is always a threat for banking industry% .specially, the events of recent years, the corruption level of our country, the poor infrastructure are affecting the national economy% &he current economic situation is very likely to get worse further% $n this case, the whole banking industry is facing a big threat%
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Prime Bank Limited

6.0 Co parison o! "ri e #ank $i ited %ith other Co petiti&e co ercial #ank : $n this case $ have selected 0tandard /hartered Bank and B+A/ Bank )imited as these bank has a better perception of the consumers as better and fast service providing bank% &he comparison are shown below: /l 1. Prime Bank Limited ,PBL. (B) offers a vast range of products that are !uite attractive to different income group of consumers% 2. "% BR62 Bank Limited B+A/ to Bank is higher /tandard 2hartered Bank ,/2B. offer "% 0/B also offers similar both attractive products mostly of consumers% #% 0/B also offers master and in home and abroad with #: and to the higher income group
products favorable
that
middle earning groups of the
society% (B) offers master and visa #% At present B+A/ Bank home and abroad with #: card facility to its customers%
credit card facility both in donAt offer any type of credit visa credit card facility both hours call center for help% hours call center for help% (B) donAt offer telephone ;% B+A/ BA3K serve its ;% 0/B offer customer care information or customer care customers with #: hour through /all /enter (hone services% customer care service % )ink access by can about which get their customers informationAs
".
accounts and details over ). telephone% (B) donAt offer A&M (auto :% B+A/ Bank has A&M :% 0/B offer the largest teller machine) to their facility in its all Branches and network of A&M service all also in some places where it over Bangladesh% $t also doesnAt have any branch% provides utility bills%
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customers%
paying
different
8 :> 8
Prime Bank Limited

'.
(B) offer D3)$3. banking 5% B+A/ Bank offer online 5% 0/B has a central software only to few selected customers facility to all of its customers% who are eligible% Dnline banking helps client to deposit and draw money form any network which offer all clients to D3)$3. banking facility all over Bangladesh%
6.
branch of the bank% (B) offers .vening Banking 7% B+A/ Bank has evening 7% is up to :p%m to 7 p%m% serves even upto G%4 (M %
0/B
offers
.vening
at some selected branch which Banking facility where it Banking at some selected branch which is upto 7p%m to G p%m% (B) charges moderately low >% B+A/ Bank also charges >% 0/B charges moderately to their customers for their moderately 8. services% (B) maintains regulations result they about usually low to its high to their customers for customers% their services% strict G% B+A/ bank is !uite G% 0/B is a bit fle'ible about giving moderate to disburse loan to giving take advance to their clients= as a result they usually take less time to disburse loans%
7.
advance to their clients= as a its clients% considerate amount of time to 4.
disburse loans% (B) offer locker service to ?% B+A/ Bank also offer ?% 0/B offer locker service their clients at some selective locker services to some to their clients at most
branches% selected Branches% branches% 10 3umbers of credit card holder "4% Brac Bank donAt have any "4% 0/B have large number . are less than 0/B% credit card service % of credit card holders compared with other commercial banks%
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Prime Bank Limited

7.0 Recommendation and 2onclu ion &

7.1 Recommendation &
&he survey results have given valuable information as to where improvements are necessary to improve the customer services !uality of (B)% 3ow $ recommend the following ma9or things, which will be helpful for (B):
Banking is a service8oriented business% $ts business profit depends on its service !uality% &hatAs why the authority always should be aware about their service !uality% Modern banking today is introducing various kinds of services, which attract different types of target customers% (B) should diversify its banking services and add new features in its services so that it can attract customers from all groups of people% 6inancial researcher of (B) should be innovative in developing new banking services, which will attract customers and also reduces cost% Bank should offer more facilities to the customers such as A&M machine service% 3ow a days world is going very fast% 3ow most of the banks open online customer service system% 0o in order to compete in the competitive market they should adopt real time online banking system in every branch% (rime Bank )imited should provide bank statements periodically, because most of the top positioned bank now a days offer this facility% &he bank
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Prime Bank Limited

should redesign the format of its account into a clearer and easily understandable format that will be helpful for the customers% As for deposit schemes, (B) has innovative products like the education savings scheme, but it can do product e'tension and increase its deposit base by introducing more variety in the maturity of the schemes% )ong8term training very much re!uired for the employees% Many branches can be opened to reach the bankAs services in remote locations% $n general banking department it is necessary to implement modern banking process instead of traditional system% $t should be more computeri ed% ,ata based networking is the most modern technology to transfer data form branch to branch or branch to head office and vice versa% 0o they must use this technology in information &echnology ($&) dependent of the Bank%
'(.0 Conclusion
(rime Bank limited is a modern commercial bank%% $t is committed to provide high !uality financial services I products to contribute to the growth of <%,%(% of the country through stimulating trade @ commerce, accelerating the pace of industriali ation, boosting up e'port, creating employment opportunity for the educated youth, raising standard of living of limited income group and overall sustainable socio8economic development of the country%
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Prime Bank Limited

&he Bank is operating efficiently with its e'isting products and services% $t has remained profitable from the inception of its operation in the commercial banking sector% &he emergence of fierce competition and adverse economic condition has forced the bank to be innovative in offering its products and customer services% 0ervice !uality is a critical component of customer perceptions% $n the case of pure services, service !uality will be the dominant element in customersA evaluations% &he services which the branch provides to their clients, are very prompt and !uality one compare to other private or foreign banks% 0o (rime Bank is the bank, which will survive in the banking sector of the world on the slogan GBank =ith a differenceG.
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8 5" 8

Prime Bank

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Prime Bank Limited

a bank with a difference ___________________________________________________________________________________

786 1.0 Introduction: 1.1 Origin of the Report

1.2 Rationale of the tud!

Prime Bank Limited

1." O#$ecti%e and cope of the tud!&

Prime Bank Limited

Prime Bank Limited

1.' Limitation of the tud!&

2.0 Profile of Prime Bank Limited &

Prime Bank Limited

Prime Bank Limited

Prime Bank Limited

The Profile at a Glance

Name: Date of Incorporation: Date of Inau#uration of $peration: 'e#i(tered $ffice:

Prime Bank Limited

Prime Bank Limited

2." (ierarch! of Prime Bank Limited

Board of ,irectors .'ecutive /ommittee Managing ,irector Additional Managing ,irector

.'ecutive )evel Management

Mid )evel Management%

Hunior )evel Management

0enior .'ecutive Dfficer .'ecutive Dfficer

Prime Bank Limited

Dfficer I Management &rainee

&rainee Assistant Dfficer

2.) *i ion and +i ion&

#%5 6inancial *ighlights:

Prime Bank Limited

" ) ' 6 6 7 8 4 10 11 12 1" 1) 1' 16 718 14 20 21 22

2.6 Branch ;et=ork&

Prime Bank Limited

Rajshahi Division Existing Branches

Khulna Division Barishal Division

6igure ;: Branch 3etwork

.'isting Branches ,haka ,ivision

Prime Bank Limited

2.7 >ield of Operation &

Prime Bank Limited

Prime Bank Limited

2.8 /er%ice Pro%ided&

Prime Bank Limited

Prime Bank Limited

(ou e Building 5 6partment Loan /cheme

/mall 9 +edium <nterpri e ,/+<.

Prime Bank Limited

6d%ance 6gain t /hare

2on umer 2redit /cheme

Prime Bank Limited

Prime Bank Limited

2.10 2omparati%e Po ition&

Prime Bank Limited

PBL? 2omparati%e Po ition

Prime Bank Limited

Operatin g P Banks r ROA o f i t EPS

Prime B a n k 101. ! ". # 1 $10%.$ 1"&%.$ 100

D'aka B a n k &.00 &.1% 101. 1"! .1 1$!!.# (.10

Prime Bank Limited

D)tc'B a n gl a * a n k & .(0 (.%" $!0 1#1(.& 11&(.$ $0.$0

Prime Bank Limited

@raphical Repre entation&

Social Investment Bank

De!osit A%vance Banks

6igure :: /omparative (osition