INTERNSHIP REPORT ON

Customer Service and Satisfaction

Of

Prime Bank Limited

 Submitted To:
Tania Akter
Lecturer
BRAC Business School (BBS)
BRAC University

Submitted By:
Husnus Saba
ID- 14204054
BRAC Business School (BBS)
BRAC University

Date of Submission: 27th November, 2017

Letter of Transmittal

23rd November, 2017

Tania Akter

Lecturer

BRAC Business School

BRAC University

Subject: Submission of Internship Report on “Customer Service and Satisfaction of Prime Bank
Limited”

Dear Ma’am,

This is to inform you that I have completed the report which I have assigned to complete my
final course of BRAC Business School, Bus-400. For the completion of this report, I have
followed all the instruction and regulations that I have been provided and write detailed
information of my practical work and knowledge.

In writing this report, I have to get prepared for acumen experience and real life knowledge
about Customer Service and their Satisfaction level. To get the accurate result of my research I
have to do analysis all my secondary data. Due to some challenges and threats I am able to make
this report informative and knowledgeable.

I would be grateful if you kindly accept my internship report and acknowledge my hard work
and patience. Thank you.

Sincerely,

Husnus Saba

ID- 14204054

BRAC Business School (BBS)

BRAC University
Acknowledgement

I would like to thank to the Almighty for giving me such mental strength and patience for the
completion of this internship report with proper moral expedient, hard work, dedication and
honesty. I would also like to thank to those personalities who were attached with me directly and
indirectly to complete my internship activities as well as this report.

First of all I would like to thank our honorable Lecturer of BRAC UNIVERSITY, Ms. Tania
Akter, for providing me such opportunity and guidance to work on this report. Without her help
and support it was not possible for me to collect all the information and do the research properly.

I also show my gratitude to my office supervisor Ms. Hamida Khanam, First Assistant Vice
President (FAVP) and Manager of Operation; Selina Akter and Safat E Jannat, Junior Officer
and Ms. Farhana Akter, Officer. I would also like to thank Mr. Farid Ahmed, Vice President of
Prime Bank Limited.

Finally I would also love to thank my friends, family and parents who helped me to guide for the
beautiful completion of report and such great experience.
Table of Contents
Executive Summary ................................................................................................................................... 1
Chapter 1: Introduction ..................................................................................................................... 2
1.1 Overview of the Company .................................................................................................................. 3
1.2 History ................................................................................................................................................. 4
1.3 Vision................................................................................................................................................... 4
1.4 Mission ................................................................................................................................................ 4
1.5 Board of Directors ............................................................................................................................... 5
1.6 Top 10 Commercial Banks of Bangladesh ........................................................................................... 6
1.7 Organization Structure of Prime Bank Limited ................................................................................... 7
1.8 Awards and Achievements.................................................................................................................. 9
1.9 Performance of Prime Bank .............................................................................................................. 10
Chapter 2: .............................................................................................................................................. 13
Objectives and Methodology......................................................................................................... 13
2.1 Introduction ...................................................................................................................................... 14
2.2 Problem Statement ........................................................................................................................... 15
2.3 Objective of the Project .................................................................................................................... 15
2.4 Timeline............................................................................................................................................. 16
2.5 Methodology..................................................................................................................................... 16
2.6 The Literature Review: ...................................................................................................................... 16
2.7 Limitations of the Study .................................................................................................................... 17
Chapter 3: .............................................................................................................................................. 18
Internship Activity ............................................................................................................................ 18
3.1 Duties and Job Responsibilities ......................................................................................................... 19
3.2 Learning Outcomes ........................................................................................................................... 21
Chapter 4: .............................................................................................................................................. 22
Research Activity .............................................................................................................................. 22
Statistical Data and Analysis ................................................................................................................... 23
Chapter 5: .............................................................................................................................................. 31
Recommendation and Conclusion .................................................................................................. 31
5.1 Recommendation.............................................................................................................................. 32
 5.2 Conclusion ......................................................................................................................................... 33
Bibliography ............................................................................................................................................... 34
Appendix A .............................................................................................................................................. 35
Appendix B .............................................................................................................................................. 37
Executive Summary

I have got a great opportunity to complete my internship in the most renowned commercial bank
in Bangladesh, Prime Bank Limited. As a Human Resource Management student it was a great
experience to me to work in Prime Bank as an intern. I am also very much thankful to all my
mentors and supervisors who have helped to learn every general banking methods, rules and
regulations properly. In this report I have included all my practical experience and learning along
with company profile, mission- vision and company structure. I have elaborately discussed the
customer service and satisfaction level of Prime Bank along with the statistical research that I
have got through my interview of customers. The questionnaires of my interview are attached in
the appendix. I also added bibliography from where I have taken all the secondary data about
Prime Bank Limited. I hope this report will give everyone a brief idea about Prime Bank
Limited’s customer service operation and their satisfaction level.

1
Chapter 1: Introduction

2
1.1 Overview of the Company

As a fully authorized commercial bank, Prime Bank Limited has no doubt figured out how
eventually they are perusing an exceedingly proficient business in our country through their
service and also committed fewer groups with in length knowledge over saving money. They
continually concentrate on comprehension and anticipating client needs. Similarly as those
saving money situation undergoes through progressions and also it repositions itself in the
transformed showcase state. Prime Bank Limited might have been made and beginning for
business off once 17th April 1995. The supporters need aid presumed personalities in the field
from claiming profession and also trade. Furthermore their stake ranges from shipping to
material fund with vitality and so on. (PBL, 2015, p. 14)

Prime Bank Limited got settled officially and became briefly advance inside and took time for
claiming its presence. The bank needs been graded as well as in a highest point class bank in the
particular nation through internationally acknowledged CAMELS rating. (B 2 B, 2014) Prime
Bank Limited offers various sorts of commercial and corporate ministrations like personal saving
money benefits coating and segments of the public arena inside the skeleton of keeping money
organization enactment and standards by laying down regulations toward our national banking
systems. Broadening about results and benefits of incorporate and corporate banking, retail and
consumer banking through customer saving money goes straight from industry to agriculture.

Prime Bank Limited, since its starting need connected to all the more imperativeness over its
pragmatically inventions. Request should hold aggressive edge; venture for engineering is
dependably a main organization security of Prime Bank. Keeping those organize inside in a
sensible limit our method will be to serve those clients through ability fabricating over multi-
delivery channels. Their previous execution provides for an implication about their quality. They
would become more superior of what is more demandable to their clients through quick evolving
times and empower them as soon as possible by adding additional viably in the business sector
they work. (CRM, pbl, 2015, p. 20)

3
1.2 History
Prime bank Limited might have been consolidated under the organization ACT, 1994 around
February 12, 1995. With respect to this day field a properly verified revelation in the endorsed
from that those condition for area 150 (1) (a) to (b) of the said Act, have been aggregated with
may be qualified for initiate benefits of the business like open restricted organization. PBL being
a keeping money organization need been enrolled under those organizations gesture 1913 for its
enlisted office at 5, Rajuk Avenue, Motijheel C/A, dhaka 1000. After the fact it might have been
moved to Adamjee Court Annex Building, 119-120, Motijheel C/A dhaka 1000. The bank works
as a plan bank under saving money permit eventually issued by Bangladesh bank, those vital
saving money of the nation around April 17, 1995. In spite of opening its Motijheel extension
toward Adamjee Court Annex Building, 199-120, Motijheel C/A, Dhaka 1000. (PBL, 2015, p.
14)

1.3 Vision

To be the best Private Commercial Bank in Bangladesh in terms of efficiency, capital adequacy,
asset quality, sound management and profitability having strong liquidity.
Slogan
A bank with a difference.

1.4 Mission

To build Prime Bank Limited into an efficient, market-driven, customer focused institution with
good corporate governance structure. Continuous improvement of our business policies,
procedure and efficiency through integration of technology at all levels.

4
1.5 Board of Directors

Azam J Chowdhury
(Chairman)

Nasim Anwar
Md. Nader Khan
Hossain
(Vice Chairman)
(Vice Chairperson)

Marina Yasmin
Quazi Sirazul Islam Salma Huq Imran Khan
Chowdhury
(Director) (Director) (Director)
(Director)

Mohammad Waheed Murad Tarique Ekramul

Nafis Sikder
Mushtaque Ahmed Jamil Haque
(Director) Tanvir (Director) (Director) (Director)

Dr. G M Khurshid Dr. Shamsuddin M Farhad Hussain Ahmed Kamal Khan

Alam Ahmed FCA Chowdhury
(Director) (Director) (Director) (Managing Director)

Figure 1.1: Board of Directors

5
1.6 Top 10 Commercial Banks of Bangladesh

Name of Commercial Bank Types of Banks Number of Branches

HSBC Bank Limited Multinational Bank 13

Islami Bank Bangladesh Limited Commercial Private Bank 73

Grameen Bank Limited Bank For Poor 2565

Dutch-Bangla Bank Limited First Joint Venture Bank 98

BRAC Bank Growing Commercial Bank 176

Eastern Bank Ltd Democratic Commercial Bank 52

Bank Asia Commercial Bank 20

Janata Bank Limited Commercial Bank 848

Prime Bank Limited Finance & Banking 147

Standard Chartered Bank Limited International Bank 26

Figure 1.2: Top 10 Banks of Bangladesh

6
1.7 Organization Structure of Prime Bank Limited
From top to bottom Prime Bank Limited has divided their organization into 4 parts:

• Top Management: Top management level is the primary level of the structure of prime
Bank Limited. There are three categories under top management level. They are
Chairman, Board of Directors and Executive Committee.

Top
Management

Board of Executive
Chairman
Directors committee

Figure 1.3: Top Management

Executive Level Management: After top level management, the executive level management is
in the second position for company structure. Here Managing Director, Deputy Managing
Director, Senior Executive Vice President positions are available. Under Senior Executive Vice
President, Executive Vice President, Senior Vice President and Assistant Vice President are
stand as sub level.

Figure 1.4: Executive Level Management

7
• Mid Level Management: Under mid level management there are two positions, First
Assistant Vice President (FAVP) and Senior Executive Officer. Under Senior Executive
Officer there are Executive Officer and Principle Officer.

• Junior Level Management: Under Senior Level Management there is only Senior
Officer and under Senior Officer there are Management Trainee Officer, Junior Officer
and Trainee Assistant.

Figure 1.5: Mid Level Management Figure 1.6: Junior Level Management

8
1.8 Awards and Achievements

Awards & Achievements Reasons for Achievement Year of Achievement

ICAB National Awards Best Published Accounts & Reports 2002, 2003,2005-2014

Finanacial News Services Beast Performing Local Bank 2005

Financial Institution Award 10 year of Service 2005

SAFA Best Presented Accounts 2007-2012

ICMAB National Best Corporate Award 2007,2009,2010,2012,2013

DHL Bangladesh Business Award 2011

International Star Leader In Quality 2012

The Industry Best Rated Bank 2012

The Bizz Inspirational Company 2012

International Platinum Star Quality 2012

BBGS Best Emerging Bank IN Asia 2013

Figure 1.7: Awards and Achievements

9
1.9 Performance of Prime Bank
 Operation and profit performance
Prime Bank Limited earned concerning illustration working benefit Tk. 2463.35 million
throughout 2008. All things considered procurements including that 1% general
procurement on unclassified loans and progresses. Procurement for salary charge for
those quite a while added up with Tk. 1231.52 million coming about under a net benefit
and afterward duty of Tk. 1231.83 million. (PBL, Assignment point, 2017)
 Deposit
A solid store base is important to the success of a bank. Throughout 2008 Prime Bank
assembled a generous sum from claiming stores from mid-level money bunch individuals
under store investment funds plan. Following discriminating taking care of those banks
assembled aggregate store about Tk. 88020.59 million. Concerning illustration during
December 31, 2008, hence recording an expansion from claiming 24.82% in examination
with Tk. 70512.37 million. Likewise at December 31, 2007 those critical growths have
done store enabled to extend the bank’s business, performing holdings and also
additionally needed a sway on the benefit position of the bank.
 Advance and Loans
The bank’s advance and progresses portfolio demonstrates a great development. These
progresses added up should Tk. 75156. 21million over 2008 against Tk. 57683.02 million
clinched alongside 2007 and the growth being 30. 29%, Prime Bank’s credit portfolio is
greatly differentiated. The parts financed incorporate manufacturing, trading,
construction, transport, agriculture, angling and forestry, food oil, pharmaceuticals,
majority of the data technology and buyer credit amongst others. Progresses constitute
the majority critical pointer of the wellbeing of a bank. The bank needs to figure its
arrangement to provide for necessity of small and medium enterprises. Prime bank will
be conferred to keeping up a prominent from claiming benefits. Also effective stake
administration need brought about insignificant production (1. 76 %) for arranged
advances to downright advances and progresses.

10
 Foreign exchange business
Worldwide exchange constitutes the fundamental stream about business exercises of
Prime bank. It offers a full extent from claiming trade money and also administrations
issues. The most affirmation about documentary is credit orchestrating, forward return
coverage, pre-shipment, post-shipment finance and also arrangement. Furthermore buy of
fare bills, discounting bill of exchange, accumulation about bills, internal and outward
settlement and so forth throughout this way, observing and stock arrangement of all
instrumentation are also part of foreign exchange business.
Import Business
The Bank established Letters of Credit amounting to Tk. 36747.00 million during 2008;
showing a growth of 44.44% over the volume of Tk. 25440.70 million in the year 2007.
Export Business
The total export handled by the bank amounted to Tk. 19501.80 million for the year 2008
compared to Tk. 16490.10 million for 2007. (PBL, Assignment point, 2017)
Foreign correspondents
The amount about remote correspondents of Prime bank in 2008 stood at 501 coating.
The majority of the critical business focuses in distinctive nations of the reality. Those
banks need supported phenomenal relationship with heading worldwide banks and the
need effectively created credit lines with real banks with help worldwide remote
exchange benefits of the business.
 Investment
Investment stood at Tk. 3083.81 million at the end of 2008. This consists of Tk.1, 250.80
million in Treasury Bills & Prize Bonds, Tk. 74.36 million in Debentures and Tk. 12.38
million in Shares.
 Products and services
Prime bank Limited has launched various products and services for the welfare of their
customers. Like; monthly and yearly benefit deposit schemes, contributory savings
schemes, internet banking, phone banking, western union services, lottery services etc.

11
 Correspondence relationship
Prime Bank has built journalist connections for a great amount from claiming remote
banks in particular CITI Bank NA, American Express Bank, Bank of Tokyo, Standard
Chartered Bank, Mashreq Bank. The bank is looking after remote money accounts
clinched alongside New York, Tokyo, Calcutta, London and also huge numbers different
critical business hubs of the world. Throughout this time the bank furnished letter case
office for its esteemed clients utilizing its correspondents.

12
 Chapter 2:

Objectives and Methodology

13
2.1 Introduction

As I have done my internship program in Prime Bank Limited Banasree Branch for three

months, I have got a huge chance to observe all the activities, pros and cons of the bank. I

was appointed in the General Banking section, where usually I served the customers with

the normal service. I also worked in the Credit Department where customers usually go

for loan related matters. In the beginning of October 2017 the IT department of Prime

Bank has decided to change the whole software system of the bank. For that reason, the

customers as well as the employees also faced severe problems for getting services. At

that time I have realized and understand these customer service and satisfaction matters

more accurately. That is why I have chosen my internship report topic on Customer

Service and Satisfaction.

14
2.2 Problem Statement

After changing the whole software system of Prime Bank Limited, the customers as well
as the employees have faced a lot of problems in work and also in providing customer
service. Customers had to wait for receiving a simple service like checking the balance,
to know if the money got transfer on write time or not as they were not getting any
messages for their money transfer. At that moment, the employees’ suffered a lot for
sending requisition to head office because the whole customer’s account number got
changed. That is why; the head of the brunch called to the head office and stated that
problem to the IT expert. After a lot of trouble, the IT expert send detail information for
get rid of such simple problem. In that mail the whole account number details for
customers along with their Customer ID were attached.

2.3 Objective of the Project

The principle objective of the project is to examine the execution of corporate and
customer credit and also expansion about benefit through client fulfillment through
giving services of Prime Bank Limited. Prime Bank Limited always wants to serve their
customer the highest quality services through their assets and also fulfill their demand
and solve their problems within a limited period. That is why the main purpose of the
report is to analyze their service quality and the customers’ satisfaction level as well.
The main objectives of this reports are-
• By serving the customers with proper service and offers, is Prime Bank Limited
satisfying their customers by fulfilling their desired wishes or not.
• Prime Bank Limited’s working efforts that they give to satisfy their customers is
it enough to serve the customers or they need to arrange any training and
development activity to improve their employees’ skills.
• The expectations and demands of customer’s are increasing day by day. Due to
other problems are the employees of Prime Bank Limited Working hard or giving
their best efforts to satisfy their customers by overcome with those problems.

15
2.4 Timeline

I have got the opportunity to do my internship in Prime Bank Limited from 6th September
2017 to 4th December 2017 under the strict guidance of Ms Hamida Khanam, First
Assistant Vice President (FAVP) and Manager Operations. As I am a student of Human
Resource Management I have got a huge opportunity to apply my academic knowledge in
the corporate area and improve my practical knowledge and skills.

2.5 Methodology
 Primary Data:

As I worked in Prime Bank Limited for three months I have observed the working
process briefly through myself. By any confusion or mistake I asked my supervisor to
know the answer. To collect the necessary data I also asked questions to the
employees as well as my supervisor. To know the level of customer satisfaction I
made a short questionnaire and give this to some customers to know their opinion.

 Secondary Data:
• Prime Bank Limited’s Website
• Previous report that were made on Prime Bank Limited
• Financial articles, magazines and newspaper
• Dhaka Stock Exchange website

2.6 The Literature Review:

Customer satisfaction is a promoting term that measures how items or administrations

supplied by an organization help alternately surpass a customer's desire. Customer
satisfaction will be paramount in view it gives marketers and business holders with a
metric that they can use to deal with the enhancement of their organizations.
Customer service is the operation that a person gets for purchase any goods for their own
welfare. Organizations those satisfy their customers with their service have earned more
profit, respect and fame. Any product or service provider company cannot be stable is

16
 market competition if their customer service can not satisfy their customers by fulfilling
their demand. By satisfying their customers the organization can improve their assets and
also customers’ number.
As Prime Bank Limited is the most renowned commercial Bank in Bangladesh, the
expectations of customers for its services is also getting high day by day. As the numbers
of customers are increasing the services, offers, expectations of customers are also getting
high along with the positive actions and profits of Prime Bank Limited. For a little
change of system can cause trouble for both the customers and employees of Prime Bank
Limited. Their expectations and idea can be change for such a simple negativity.

2.7 Limitations of the Study

 This report will be more informative and meaningful if the time duration has
increased. But I have tried my level best to full fill the report with more
information I have collected within this limited period of time.
 Prime Bank Limited always maintains restrictions in providing their internal and
financial data to others. In that case it was so much hard to collect all the
information which is necessary to complete this project. In some cases
assumptions regarding their data have taken to make this report more accurate and
informative.
 On the other hand, information is not fully organized in the Prime Bank Limited’s
personal website. That is why, I have to depend on the secondary data like nobles,
magazines, financial newspaper and other financial websites.
 Only the main part of the report is based on my actual work experience like the
information that I was able to know in my working period and the face to face
interview of the employees and customers.

17
 Chapter 3:

Internship Activity

18
3.1 Duties and Job Responsibilities

I got such opportunity to work with three honorable and knowledgeable person of
customer service of Prime Bank Limited Banasree Branch. My work was to work with
them as a helping hand and learn how to do that work properly.
The responsibilities that I had:
 Account opening: Discuss with the customers who want to open a bank account.
Collect all the documents from the customers like two copy passport size photo,
National ID card, and electricity bill, Job ID card for office employees or Trade
License for business person. Verify the National ID card of the customers and do
Sanction Screening. Fill up the whole Account Opening Form by receiving the
customer’s signature. After completing the Account Opening Form, send them to
head office to open the account officially.
 Cheque book and Debit Card responsibilities: After opening the account
officially send requisition for cheque book for customers. Enter the data in the
system after receiving the cheque book and debit card. Give cheque book and
debit card to the customers after receiving their signatures in the register and fill
up the service request form. After fill up the service request form active those
Debit card or Pin in the Card ware System.
 Cheque Receive and clearing: Receive Cheque from customers and prepare
them for clearing with “Crossing”, “Clearing” and “Collection” seals. Then write
the Inward, Outward and Return cheque list in the register book with Bank Name,
Cheque Number and Account Number.
 Return Dishonor Cheques: Call those customers whose cheque won’t take place
due to Insufficient Fund or Signature Missing. When the customers arrive
receives their signatures in the return register and delivers them the return cheque.
 Loan Documents Responsibilities: Fill up the Charge Documents with stamp for
loan customers. Fill up the loan application form for customers. Write all the loan
customers details in the SISO register.
 Sending Email: Scan papers and send mail to the customers and let them aware
about any important news.

19
 Balancing: Do everyday Balancing according to the statement and write them in
the Pay Order Register. After that cheque the final amount is the system
statement.
 Voucher: Collect Suplee from all employees of cash, accounts and customer
service then do everyday’s voucher.
 Leap Balancing: Leap Balancing is the total pay order list balancing. How many
pay orders are going to happen in every day and how many of them are remain
undelivered.
 Remittance: It is the process where employees who live in abroad send money to
the customers in Bangladesh. By this process employees can withdraw those
money by filling up “Western Union”.

20
3.2 Learning Outcomes
 Soft Skills:
 Advance in Microsoft Excel Application.
 Get more speed about typing
 Using tools to work in advance

 Corporate Skills:
 Co-operate with different types of customers.
 Solve customers’ Problems by taking instant decisions
 Work without comfort zone
 Maintain confidentiality

 Personal Skills:
 Time management
 Work under pressure
 Do various tasks together
 Stay calm in sensitive situation

21
 Chapter 4:

Research Activity

22
Statistical Data and Analysis
To know the customer satisfaction level I have done a survey on the customers of Prime Bank Limited. I
asked them few questionnaires and on the basis of their answers I made these statistical data. Different
customers have different opinions, different thoughts about Prime Bank Limited’s customer service
operation. During my interview some customers also express their problems those they have faced from
Prime Bank Limited. I have done this survey on almost 25-30 people. Among them male customers
numbers were more than female customers. There were almost 58% were male and 42% were female
customers.

42%
Male Female

58%

Figure 4.1: Percentage of Gender

According to my observation, I have divided the customer age group into four parts. Most of the
customers were middle age which is 26-35 years old and their average is 40%. 36-50 years old customers
also come to get services from Prime Bank and their limit is 30%. Prime Bank is also having young and
old customers where their young customers limit is 10% and 51-60 years old customers’ limit is 20%.

23
 20% 10%

18-25

40% 26-35
30% 36-50
51-60

Figure 4.2: Age Percentage of Customers

According to my research the business man and job holder customers limit is quite high than the normal
people. Most of the businessmen come to open account for their companies. Most of the Job holders come
to open account either for their family members or for their own savings. Prime bank also have student
and house wives in their customer list. Students basically come to open account to save their tuition
money or to open My First Account.

Student Job holder Businessman Housewife

10%
20%

30%

40%

Figure 4.3: Customers occupation

24
 6

4
Very Satisfied
Axis Title

3 Satisfied
Neutral
2
Dissatisfied
1 Very Dissatisfied

0
Rating of Customer Service Operation
Axis Title

Figure 4.4: Customer service Operation

Now a day’s people have more than one account in different banks. That is why they have got a chance to
compare different banks operation and service quality with other others. When I did the survey to know
the satisfaction level of customers I have found that most of the customers are satisfied with the service.
They are not over satisfied or dissatisfied but they were quite happy with the service.

5
4.5
4
Positive
3.5
Negative
3
2.5 Neutral

2
1.5
1
0.5
0

Figure 4.5: Needs for improvement Rating

25
Recently Prime Bank Limited has made their account opening process centralized. Where they send their
account opening forms to the head office where it takes three days to fulfill all the formalities of an
account opening process. That is why customers are quite unhappy with the opening process and the
percentage of improving account opening process is quite high. They are also disagreeing with these
rules.

4 Agree
Neutral
3 Disagree
Very agaree
2 Very Disagree

Figure 4.6: Improvement in Account Opening Process

In this case the dissatisfaction level is higher than the satisfaction level. Almost 40% people are
dissatisfied where they think the interest rate of FDR is high in other bank from Prime Bank. Bust almost
50% people don’t have any reactions. It seems they are used to it.

26
 Satisfied
Very Dissatisfied 7%
21%
Very Dissatisfied
Satisfied 40%
7%

Neutral
50%

Figure 4.7: Interest Rate of FDR

According to my observation and research I have found that Prime Bank Limited is quite strict for
offering loans to their customers who is better of their own business and safety. In that case most of the
customers show positive reactions with Prime Bank Limited.

4
Negative
3 Positive
Neutral
2

Figure 4.8: Percentage for Offering Loans

27
 Agree Neutral Disagree Very Disagree

19%
31%

38% 12%

Figure 4.9: Rating for Introducer’s Signature

For introducer’s signature matter Prime Bank Limited seems very strict to the customers. That is why
customers express their negative opinion about showing an introducer’s signature in the account opening
process. I have found that, 38% people were quite disagreeing about showing introducer’s information.

5
Very Satisfied

4 Satisfied
Neutral
3 Dissatisfied
Very Dissatisfied
2

Figure 4.10: Rating for Debit Card Charge

Prime Bank Limited takes 575 TK for 1 year from every savings account for the use of Debit Card.
During my interview of the customers, I have realized that most of the customers were satisfied with the
yearly debit card charge.

28
 Very Agree Agree Neutral Disagree Very Disagree

12%
18%

29%
23%

18%

Figure 4.11: Changes of website

Most of the customers think that the change of the Prime Bank Limited’s website was such a waste of
time where the previous system was too good to use. The IT experts did these changes for more up
gradation and advancement of the technology. But it does not seem positive to the customers because the
system worked too slowly then.

5
Very Satisfied
4 Satisfied

3 Neutral
Dissatisfied
2
Very Dissatisfied

Figure 4.12: FDR Limit

29
The Fixed Deposit limit of Prime Bank Limited in 50,000 TK. They don’t allow customers for FDR in
less than 50,000 TK. During my interview it seems customers are quite satisfied with this FDR amount.
But Poor people seem not so happy with the rate. Those who want to open an FDR of less than 50,000
TK, have to wait for their amount to get to the desire limit.

According to the whole interview session I have realized that the customers were satisfied in some
sections and also show their dissatisfaction in other sections. Most of them show dissatisfaction in the
lengthy process of account opening procedure and the changes in new system. But they were quite
satisfied with the confidentiality that Prime Bank Limited is always tries to maintain. It is all customers
desire to have best service from their bank. So in this point it is Prime Bank Limited’s responsibility to
satisfy their customers by fulfilling their demand and wishes.

30
 Chapter 5:

Recommendation and Conclusion

31
5.1 Recommendation
As I have worked there for whole three months I have got this huge opportunity to observe all
the activities and official procedures closely. By observing those procedures I find out some
negative aspects that Prime Bank needs to improve their service to serve their customers properly
and make their own profit.

 First of all, Prime Bank Limited has to increase their employees’ number in the
customer service section to serve more customers in a short period of time.
 They have to arrange more training sessions to increase the knowledge and
qualifications of new employees to improve their qualifications and work style.
 As Prime Bank Limited recently appoint new software system, so it is their duty to
make the employees aware about the new process, so they can be prepared
themselves before serve their customers and work as fast as possible.
 They need to increase their FDR interest rate. Where other commercial banks give
FDR interest rate more than 6% (One Bank gives 6.25%), Prime Bank Gives 4.75%
for 3 and 6 months.
 Prime Bank Limited need to take steps against those employees who are not
responsible about their job and always try to get opportunities over others. The
authority needs to warn them or arrange skill development sessions.
 The “Moneygram” process is not available in Prime Bank Limited. They need to take
steps to make this process available for their customer’s welfare.

32
5.2 Conclusion

Being a reputed and well-known commercial bank in Bangladesh it was not easy for
Prime Bank to maintain their reputation with proper honesty and satisfy their customers.
In now a days so many companies tried to satisfy their customers by giving them short
cut service where the company can easily earn profit through the customers. They don’t
think about the welfare of customers they only worry about their own profit. In that case,
Prime Bank always stays beside their customers for any problem. They offer all kinds of
services and offers for all categories of customers. They services are available for not
only school going kid and pregnant women but also old poor disabled people. For being a
part of such organization I found myself lucky to work and learn such procedures to
improve my customer service skills. By working here I also able to control any types of
customers and also discuss their problems with proper solution. This report is totally
based on the data that I received while working there and the statistical data was fully
based on the direct survey and interview of the customers and also employees. It was my
honor to be a part of such organization and work under guidance of such knowledgeable
personalities who taught me everything with patience and care. Overall it was a great
experience to me.

33
Bibliography
Banking, G. (2011). Board of Directors. Prime Bank Limited, Banking Information. Dhaka: BANKERS
Almanac.

Beard, R. (2014, January 20). Why Customer Satisfaction is Important(6 reasons). Retrieved November 3,
2017, from Client Heartbeat: http://blog.clientheartbeat.com/why-customer-satisfaction-is-important/

Information, B. (2011). Awards & Achievements. Dhaka: BANKERS Almanac.

Limited, A. t. (2017). Customer Satisfaction level . Prime Bank Limited, Banking. Dhaka: Assignment
Point.

Najaaf, R. (2015). Prime Bank HR-TDC. BRAC. Dhaka: dspace.

Quantity, E. o. (2017). Evalution of Customer Services. Prime Bank Limited, Marketing . Dhaka:
Assignment point.

Study on Prime Bank. (2017). Critical Study. Prime Bank Limited, Finanace . Dhaka: Assignment Point.

teletalk, b. (2017, June 23). Top Ten Banks in Bangladesh Right Now. Retrieved November 21, 2017,
from bdteletalk.com: http://bdteletalk.com/top-ten-banks-in-bangladesh-right-now/

34
Appendix A
1. Gender
• Male
• Female
2. Age
• 18-25
• 26-35
• 36-50
• 51-60
3. Occupation
• Student
• Job Holder
• Businessman
• Housewife
• Others…………..
4. How much will you rate Prime Bank Limited’s customer service operation?
• Very Satisfied
• Satisfied
• Neutral
• Dissatisfied
• Very Dissatisfied
5. Does Prime Bank Limited need to improve their Account Opening process?
• Positive
• Negative
• Neutral
6. Recently Prime Bank Limited has made their account opening process centralized for
more safety. That is why it takes 3 days to open an account. Do you agree with them?
• Very Agree
• Agree
• Neutral
• Disagree
• Very Disagree
7. The Fixed Deposit interest rate of Prime Bank Limited is 4.75 % for 3 and 6 months.
What is your opinion?
• Very Satisfied
• Satisfied
• Neutral
• Dissatisfied
• Very Dissatisfied
35
8. Prime Bank Limited is very strict to offer loans to their customers. Do you support it?
• Positive
• Negative
• Neutral
9. Without any introducer’s signature or information Prime Bank Limited won’t allow their
customers to open account, though the signature is not important for account opening
process. Do you agree with them?
• Very Agree
• Agree
• Neutral
• Disagree
• Very Disagree
10. The annual charge of Debit Card in Prime Bank Limited is 575 tk. What is your opinion
about it?
• Very Satisfied
• Satisfied
• Neutral
• Dissatisfied
• Very Dissatisfied
11. Prime Bank Limited says that after the recent changes in software system, the website has
became more upgraded and advanced. Do you agree with them?
• Very Agree
• Agree
• Neutral
• Disagree
• Very Disagree
12. The Fixed Deposit limit of Prime Bank Limited is 50,000 tk. They don’t allow customers
for FDR in less than 50,000 tk. What is your opinion?
• Very Satisfied
• Satisfied
• Neutral
• Dissatisfied
• Very Dissatisfied
13. Comments
------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------

36
Appendix B

37
38
39
40
41
42