Customer Relationship Management: Internship Report On

Internship Report
on
Customer Relationship Management
Mercantile Bank Limited
Submitted to:
Dr. Salehuddin Ahmed
Professor BRAC University
Submitted by:
Md. Hasan Shahriar
ID: 11264022
MBA Program
Date of submission: 10 June 2014

MBA Program
BRAC University
Customer Relationship Management-A case study on MBL
1.1. Introduction
Mercantile Bank Limited emerged as a new commercial bank to provide efficient Banking
services and to contribute socio-economic development of the country. The Bank commenced its
operation on June 2, 1999. The Bank provides a broad range of financial services to its customers
and corporate clients. The Board of Directors consists of eminent personalities from the realm of
commerce and industries of the country.
The philosophy of Mercantile Bank Ltd is not to ‘carry coal to the new castle'. The main target is
to make credits available to the poor people and their activities are aimed at comprehensive
growth where people from all economic strata will enjoy the benefits of better living standard,
dignity of labor and self worth.
The Bank determined to build a long-term customer relationship with its corporate & general
clients. As a part of this, Mercantile Bank ltd. is trying to expand their business with the market
leaders of each sector of business. Mercantile Bank ltd. emphasizes not only on customer
satisfaction but also emphasizes general banking and credit management system. So that
customer can get better service from every side of overall banking.
With a view to achieving the aforesaid objectives of the bank, SME Loan is of paramount
importance as the greatest share of the total revenue of the bank is generated from it. The success
of a bank, therefore, depends on how efficiently and judiciously it makes use of its available
resources. In other words, prudent and efficient management of its credit portfolio is very
essential for the success of a bank.
Mercantile Bank Ltd. is committed to provide high quality services to its constituents through
different financial products and profitable utilization of fund and contribute to the growth of
GDP of the country by financing trade and commerce, helping industrialization, boosting export,
creating employment opportunities for the educated youth and encouraging micro-credit leading
to poverty alleviation and improving the quality of life of the people and thereby contributing to
the overall socio-economic development of the country.MBL expects that they will ensure their
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efficiency in delivering customer service. The efficient work force of Mercantile Bank acts as the
fundamental pillar to reach the Bank at today's height of success. Always emphasizes to satisfy
both the customers and employees offering better facilities than other commercial banks, such as
viable remuneration package, training facilities at home and abroad, and other fringe benefits.
MBL has formulated its Human Resources Policy calibrating with recruitment procedures, pay
and benefits, training and development, disciplinary and grievance etc. Each year, MBL recruits
new employees, fresh and experienced as well to meet the customers' ever-increasing demand
and to support the ever changing business scenario.
Mercantile Bank Ltd is always ready to maintain the highest quality services by
upgrading Banking technology, well management system and applying high standard of business
ethics through its established commitment and heritage and is representing itself with true
concept as ‘Banglar Bank’.
The whole report is divided into three parts-Introductory parts, Learning part and project and
concluding part. The first chapter is the introduction chapter of this report. The learning part
shows customer relationship management of Mercantile Bank Limited, which includes
description / nature of the job specific responsibilities of the job, different aspects of the job
performance, critical observations and recommendation.The third and last chapter is the project
part that contains problems, recommendations and conclusion of Mercantile Bank Limited.
1.2 History
Mercantile Bank Limited was incorporated in Bangladesh as a public limited company under the
Bank Company Act 1991 on May 20, 1999. After obtaining license from Bangladesh Bank to
carry on banking business, the bank commenced its operation on June 2, 1999 with an authorized
capital of Tk 800 million divided into 8 million ordinary shares of Tk 100 each. On 31 December
2001, its paid up capital was Tk 596.5 million. Mercantile Bank Limited went for public issue of
shares on October 21, 2003. Mercantile Bank Limited has been incorporated on May 20th, 1999
in Dhaka, Bangladesh as a public limited company with the permission of the Bangladesh Bank.
MBL commenced formal commercial banking operation from the June 02, 1999. The bank stood
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93 branches all over the country up to 2014. There are 30 sponsors involved in creating
Mercantile Bank Limited; the sponsors of the bank have a long heritage of trade, commerce and
industry. They are highly regarded for their entrepreneurial competence. The sponsors happen to
be members of different professional groups among whom are also renowned banking
professionals having vast range of banking knowledge. There are also members who are
associated with other financial institutions insurance Companies, leasing companies etc. The
bank provides a broad range of financial services to its customers and corporate clients. The
Board of Directors consists of eminent personalities from the realm of commerce and industries
of the country.
1.3 Product / Service offerings

Mercantile Bank believes in promoting the business through personalized services and perpetual
relationship. Since the commencement, Mercantile Bank Limited has not yet only gained
enormous popularity but also been successful in mobilizing deposit and loan products. It has
strong commitment to stay competitive and serve the clients of different strata in the society as
well as to accelerate the pace of economic operation. The business policy of Mercantile Bank
Limited is to reach the goal through a win-win situation with the client. All the products and
services offered by the bank can be classified under three major heads. With the above in view,
Mercantile Bank has been operating with following popular and innovative products and
services:
• Deposit products
• Credit & Loans
• Foreign Currency Accounts
• Corporate Banking
• Cards
• Plastic card Products
• Remittance Service
• L/C ( Export Import) Products
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1.3Personal Banking
1.3.1 Deposit Schemes:
• Current deposit
• Saving deposit
• Short term deposit
• Fixed deposit
• Sundry deposit
• Deposit under scheme
• Monthly Saving Scheme
• Double Benefit Deposit Scheme
• Monthly benefit Scheme
• Special Saving Scheme
• Ajibon Pension Scheme
1.3.2 Credit & Loans:
 Consumer Credit Scheme(family type, Freeze, Furniture)

 Personal loan
 Car Loan
 House Loan
 Doctors Credit scheme
 Small and Medium Entrepreneur
 Overseas employment loan
 Short loan
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1.3.3 Foreign Currency Account:
 Resident Foreign Currency Account

 Non-Resident Foreign Currency Account
1.3.4 Corporate Banking
Small & Medium Business:
 Cash Credit Hypothecation (CC Hypo)

 Cash Credit Pledge (CC Pledge)
 Secured Overdraft
 SOD against Work Orders
Large Business:
 Short Term Industrial Loan

 Mid Term Industrial Loan
 Long Term Industrial Loan
 Commercial House Building Loan
1.3.5 Foreign Trade:
The Mercantile Bank Limited provides solutions in the fields of international business and trade
finance.
Letter of Credit (L/C)
Back to Back Letter of Credit (BTB)
Loan against Trust Receipt (LTR)
Loan against Imported Merchandise (LIM)
Packing Cash Credit (PCC)
Export Development Fund (EDF)
Payment against Document (PAD)
Bank Guarantee
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1.3.6 Lease Financing
An entrepreneur, under this scheme, may avail of the lease facilities to procure industrial
machinery (without having to purchase it by down payment) with easy repayment schedule. The
clients also get special rebate in their income-tax payment under the scheme.
1.3.7 Financial Products
Financial Products of Mercantile Bank Limited (MBL) are mainly in 03(three) different
categories:
These are:-
Short Term Financing Products
Mid Term Financing Products
Long Term Financing Products
Above categories of financing covers the following areas, which are drafts with at General Credit
Division.
 Large & Medium Term Loan

 Working capital financing in Industrial units including small industries
 Commercial Credit Scheme and any other new product as and when launched for
 Term Loan in Small Industries
 Term Loan in Commercial House Building at urban area & Transport Loan
 Commercial Loan
1.3.8Special Services
Consistent with the modern age and competing in a perfectly competitive market, The Mercantile
Bank Limited has introduced some innovative banking services that are remarkable in a country
like Bangladesh. The services offered by the bank are as follows:
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ATM Service
The bank has joined the shared ATM Network Bangladesh with a pool of seven banks. The
client of any member bank will have access to any ATM situated at different locations of Dhaka
city. This bank’s clients will get 24 hours cash withdrawal and utility bills payment facility.
Credit Card
To provide best possible customer services to its clients, the bank is going to launch Master
Credit Card shortly.
Swift
The bank has become a member of SWIFT and is providing a fast and accurate communication
network for financial transactions to their valued clients through uninterrupted connectivity with
thousands of user institutions in 150 countries around the world.
1.4Operational network organ-o-gram

Management of Mercantile Bank Ltd. is professional and experienced. Management decision and
the policy formulation of the Bank are vested on the Board of Directors. The Board of directors
consists of 13 members headed by chairman. Most of the directors are owners of large business
groups having high net worth. The executives and officers of the bank execute the policies and
programs are formulated by the Board. The Managing Director is the chief executive of the bank
and he is assisted and supported by other qualified executives like Executive Vice Presidents,
Senior Vice President (SVP), Vice President (VP), First Vice President (FVP), First Assistant
Vice Presidents (FAVP) and other officers and staffs.
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Operational network organ-o-gram of Mercantile Bank Limited
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1.5 Visions for the future
1.5.1 Vision
Would make finest corporate citizen
1.5.2 Mission
Will become most caring, focused for equitable growth based on diversified deployment of
resources and nevertheless would remain healthy and gainfully profitable bank.
1.5.3 Strategic objectives

to increase shareholders' value
to achieve economic value addition
to be market leader in product innovation
to be one of the top three financial institutions in Bangladesh in terms of efficiency
to be one of the top five financial institutions in Bangladesh in terms of market
share in all significant market segments we serve
1.5.4 Financial objectives

To achieve 20% return on shareholders' equity or more, on average
1.5.5 Core values
For the customers

Providing with caring services by being innovative in the development of new banking
products and services
For the shareholders

Increase shareholders' value
For the employees

Respecting worth and dignity of individual employees devoting their energies for the
progress of the bank
For the community

Strengthening the corporate values and taking environment and social risks and reward
into account
New technology
Adopting the state-of-the art technology in banking operations
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2.Jobs:
Description / Nature of the Jobs
General banking performs the core functions of the Bank and operates the day-to-day
transactions. This is also the section where the relationship between the bank and the customer
starts. This section attract new customer by offering different types of deposit schemes, opening
new savings or current accounts, deposit pension schemes, double deposit scheme, offering time
deposit at an attractive rate etc. The customers actually provide the maximum portion of the fund
out of which bank make credit and make so huge amount of profit. So, General Banking section
has an important role in creating an image of the bank in the mind of the customer. If customers
are satisfied by the service then they might think to do banking with that branch, apply for a
credit, or open an L/C etc. So every bank branch tries to be alert and careful in providing general
banking services. It is the storage point for all kinds of transaction of foreign exchange
department, loans and advances department and itself.
General Banking department generally deals with the following sections: -
 Account Opening Section

 Cash Section
 Bills & Clearing Section
 Accounts section
2.2 Specific Work Responsibilities of the job
In internship program I work in general Banking site. My job responsibilities as an intern are given
below:
 Helping customers to open various new Accounts

 Taking Cheque book Requisition
 Receiving Cheque
 Inward outward clearing registers writing
 Maintain cheque book Register
 Update Account opening Form
 Solving various customer quarries
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2.3 Different Aspects of Job Performance

Account Opening Section
The relationship between Banker and Customer begins with the opening of an account by the
customer. Opening an account binds the banker and customer into contractual deposit account
relationship. Mercantile Bank Limited generally gives facility to open the following accounts:
Current Deposit Account
Saving Deposit Account
Short Term Deposit Account
Fixed Deposit Account
Current Account
A current deposit account may be operated in several times during a working day. There is no
restriction on the number and the amount of withdraws from a current account and the banker
does not allow any interest on the current account. The minimum balance requirement for this
account is TK.5000/ and TK 250/- is deducted from the account in case of closing the current
account.
A person can open a current a/c or any entity. The entity can be a partnership firm, limited
company, proprietorship firm, association, clubs etc.
Savings Account
A saving a/c is meant for the person of the lower and middle classes who wishes to save a part of
their income to meet their future needs and intend to earn an income from their saving. The
current rate on the deposit amount is 6% and minimum balance requirement is TK. 500/-. The
entire features are like CD a/c except some restrictions imposed by the bank.Accounts may be
opened in the name of Club, Association and similar Institutions subject to production of their
bylaws and Articles of Association acceptable to the bank.
The number of withdrawals over period of times is limited. Only two withdrawals are permitted
per week. After that no interest will be paid on rest of the amount for that month.The total
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amount of one or more withdrawals on any date should not exceed 25% of the balance in the a/c
unless 7 days advance notice is given.If a depositor likes to close his/her A/C service charge of
TK.250/- will be deducted from the A/C.
Short Term Deposit (STD)
According to characteristics, short-term deposit is similar to current deposit except interest.

Normally various big companies, organizations, government departments keep money in STD
account. Frequent withdrawal is discouraged and requires prior notice. The deposit should be
kept for at least seven days to get interest. The interest offered for STD is less than that of
savings deposit. Interest is calculated based on daily minimum product and paid two times in a
year. Interest rate is 6.00%.STD account rules and regulation are just like current deposit
account.
Fixed Deposit Accounts
A fixed deposit a/c is repayable after the expiry of a predetermined period fixed by the customer
himself. The period varies from three months to five years. The customer may open his/her a/c
for different time periods, which may be for three months, six months, one year, two years, three
years, five years.
Though FDR is an a/c, it is something different from other a/c. FDR is a long-term deposit.
Usually customers are allowed to open this a/c for a certain period. The rate of interest varies in
accordance with the terms of its period.
The amount of FDR is payable once at a time. After the term for which the a/c was opened, the
FDR gets its maturity. Paying the principal amount plus interest less income tax then fulfills the
claim.
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Cash Section
Cash section of any branch plays a very vital role in general banking department. Mercantile
Bank Limited has a very equipped cash section. This section receives cash from depositors and
pays cash against check, draft, pay order, pay in slip, over the counter. Generally following are
the tasks done by the Branch of Mercantile in the Cash Counter section:
(i) Cash payment

(ii) Cash receive
(iii) Receiving different bills
(iv) Working as agent at the time of issuing IPO of different companies
(v) Marketing of funds by maintaining sufficient amount of cash each day
Clearing Section
The amount of cheques, pay order (P.O), and demand draft (D.D) collection from other banks on
behalf of its customer is a basic function of a Clearing Department.
Mercantile Bank limited is a scheduled Bank. According to the Article 37(2) of Bangladesh
Bank Order, 1972, the banks that are the member of the clearinghouse are called as Scheduled
Banks. The scheduled banks clear the cheques drawn upon one another through the
clearinghouse.
Types of Clearing
Outward Clearing:When the Branches of our Bank receive cheques from its customers drawn
on the other Banks within the local clearing zone for collection through Clearing House, it is
Outward Clearing.
Inward Clearing:When the Bank receives cheque drawn on them from other Banks in the
Clearing House, it is Inward Clearing.
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Precaution should be taken at the time of cheque receiving for Clearing, Collection of IBC, OBC
and TRANSFER. Because cheques may be dishonored for any one of the following reasons:
Insufficient fund
Amount in figure and word differs
Cheque out of date/ post- dated
Payment stopped by the drawer
Payee’s endorsement irregular / illegible / required
Drawer’s signature differs / required
Other specific reasons not mentioned above
The dishonor Cheque entry in the return register & the party is informed about its Party‘s
signature required in the return register to deliver the dishonor cheque. After duration, the return
cheque is sent to the party’s mailing address with Return Memo.
Bills Collection
If a party gives a Cheque to a branch of Mercantile to collect money from a branch of other
bank, which is not situated in the clearinghouse then Mercantile collects money through OBC.
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Remittance Section
Remittance is significant part of the general banking. The bank receives and transfers various
types of bills through the remittance within the country. Obviously the bank charges commission
on the basis of bills amount. Mercantile remittances are safe, swift, inexpensive and simple.
2.4 Critical Observations and Recommendation
To ensure better progress of Mercantile Bank in future some necessary steps have been
recommended here on the basis of observation, collected data and my knowledge and judgment:
• Mercantile Bank is plays great role in placing right person to the right place.
• The authority of the Bank should become more aware about the customer service quality
of the bank. The profit of the bank depends on its service quality.
• Mercantile Bank Limited should introduce home banking service to facilitate its
customers. Every branch of the bank should be brought under the online banking network
because of giving modern service to the customers.
• General banking activities of the bank should be made more computerized. Modern
banking activities like phone banking, SMS banking should be implemented in general
banking department of the bank.
• All the offices of the bank should be consulted with the internal advisor of the Bank so
that maximum efficacy of the services can be provided.
• Different marketing strategies like media advertisement or arrangements of any kind of

promotional activities; events to introduce the products and service of the bank should be
applied to attract more customers.
• Personal relationship should be built with the big customers/depositors. To increase the
relationship the management can send different gift items to customers like calendar,
diary etc. on occasions, like Eid, New Year etc.
• The office layout should be designed in a way so that, there is no chance of confusing
customer.
• The bank should give emphasis on modernized banking system and latest communication
devices to make the foreign exchange operations more dynamic and less time
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consuming.Because the bank has no alternative but the modernization for sound and
stable foreign exchange operation.
• Manager of the branch should take the responsibilities so that the employees are efficient
enough to give better service quality.
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Chapter -3
Internship Project
on
“Customer Relationship Management”
Mercantile Bank Limited
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Picture of all employees and interns of Mercantile Bank Limited- Ring Road Branch
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3.1 Introduction
Today, many businesses such as banks, insurance companies, and other service providers realize
the importance of Customer Relationship Management (CRM) and its potential to help them
acquire new customer, retain existing ones and maximize their lifetime value. At this point, close
relationship with customers will require a strong coordination between IT and marketing
departments to provide a long-term retention of selected customers. This paper deals with the
role of Customer Relationship Management in banking sector and the need for Customer
Relationship Management to increase customer value by using some analytical methods in CRM
applications.
This project intends to analyze and investigate factors of “Customer Relationship Management”
That influence the customer service quality of Mercantile Bank Limited, Ring Road, Dhaka,
Bangladesh. The main objective of this project is to identify the key factors that influence the
extent to which CRM helps to improve the service quality of the Mercantile Bank. It will be a
causal study aimed to measure if the existence of or a change in independent variable causes or
leads to a change in the Dependent variable. Moreover, the paper also tries to explain the
relationship between customer relationship Management and service quality of the Bank. This
study is based on primary data to understand the level of “Customer Relationship Management”
that Influence on service quality of Mercantile Bank Ltd.
3.2 Objectives
The key purpose of this study is to find the relationship among factors of customer relationship
management (Communication, Interpersonal Relationship and Efficiency) that helps to improve
service quality of Mercantile Bank Ltd. It will help to look into the causes of the problems that
Mercantile Bank Ltd is facing. The paper has been undertaken mainly to find out whether
Customer Relationship Management affects service quality in context of Mercantile Bank Ltd.
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3.3 Significance of the Study
Customer Relationship management is the strongest and the most efficient approach in
maintaining and creating relationships with customers. Customer relationship management is not
only pure business but also ideate strong personal bonding within people. Development of this
type of bonding drives the business to new levels of success.
The idea of CRM is that it helps businesses use technology and human resources gain insight
into the behavior of customers and the value of those customers. If it works as hoped, a
business can provide better customer service, make call centers more efficient, cross sell
products more effectively, help sales staff close deals faster, simplify marketing and sales
processes, discover new customers, and increase customer revenues.It doesn't happen by simply
buying software and installing it. For CRM to be truly effective an organization must first decide
what kind of customer information it is looking for and it must decide what it intends to do with
that information. For example, many financial institutions keep track of customers' life stages in
order to market appropriate banking products like mortgages or IRAs to them at the right time to
fit their needs. Next, the organization must look into all of the different ways information about
customers comes into a business, where and how this data is stored and how it is currently used.
Looking at some broader perspectives given as below we can easily determine why a CRM
System is always important for an organization.
1. A CRM system consists of a historical view and analysis of all the acquired or to be
acquired customers. This helps in reduced searching and correlating customers and to
foresee customer needs effectively and increase business.
2. CRM contains each and every bit of details of a customer, hence it is very easy for track a
customer accordingly and can be used to determine which customer can be profitable and
which not.
3. In CRM system, customers are grouped according to different aspects according to the
type of business they do or according to physical location and are allocated to different
customer managers often called as account managers. This helps in focusing and
concentrating on each and every customer separately.
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4. A CRM system is not only used to deal with the existing customers but is also useful in
acquiring new customers. The process first starts with identifying a customer and
maintaining all the corresponding details into the CRM system which is also called an
‘Opportunity of Business’. The Sales and Field representatives then try getting business
out of these customers by sophistically following up with them and converting them into
a winning deal. All this is very easily and efficiently done by an integrated CRM system.
5. The strongest aspect of Customer Relationship Management is that it is very cost-
effective. The advantage of decently implemented CRM system is that there is very less
need of paper and manual work which requires lesser staff to manage and lesser resources
to deal with. The technologies used in implementing a CRM system are also very cheap
and smooth as compared to the traditional way of business.
6. All the details in CRM system is kept centralized which is available anytime on
fingertips. This reduces the process time and increases productivity.
7. Efficiently dealing with all the customers and providing them what they actually need
increases the customer satisfaction. This increases the chance of getting more business
which ultimately enhances turnover and profit.
8. If the customer is satisfied they will always be loyal to you and will remain in business
forever resulting in increasing customer base and ultimately enhancing net growth of
business.
In today’s commercial world, practice of dealing with existing customers and thriving business
by getting more customers into loop is predominant and is mere a dilemma. Installing a CRM
system can definitely improve the situation and help in challenging the new ways of marketing
and business in an efficient manner. Hence in the era of business every organization should be
recommended to have a full-fledged CRM system to cope up with all the business needs.
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In my study,the independent variables constitute a number of selected variables, as identified

in Literature on CRM. These variables are Communication, Interpersonal, and Relationship and
the Efficiency. In this study, each variable’s influence will be assessed in an empirical
investigation.
Interpersonal Relationship
According to (Amy Hawke & Troy Heffernan) interpersonal relationship increase commitment
from both Customers & suppliers sides which finally increases trust between each other
rendering business growth. According to(Juan Pablo Maicas Lopez, Yolanda Polo Redondo and
Fco. Javier SeseOlivan) Customers maintaining a long-lasting relationship will be less
predisposed to switch as they are with the firm for a long time. Using the service more in depth
and investing in complementary services strong bond between two or more people refers to
interpersonal relationship. Attraction between individuals brings them close to each other and
eventually results in a strong interpersonal relationship. (Marx et al. 1998:349-350).
Communication refers to the communication between a bank and its clients. Little and Marandi
(2003:30) also states that partnerships or relationships, between Banks and their consumers, are
built on and maintained by communication. This is emphasized byMundie and Cottam
(1999:189) that state that communication can add value to the service in the eyes of the
consumer. Communication is a continual series of dialogue or “conversations” with clients, with
the goal being to get them to view the service firm as a partner (Swartz &Iacobucci, 2000:416).
Communication with clients should be viewedas a two-way mechanism rather than as a one-way
“promotionCommunication does not always lead to in-depth Listening by and learning in the
otherparty. However, the value of two-way communication is evident because of its potential for
spontaneity and creativity.Banks create value for clients through communication methods that
ensure two-way communication (Buttle, 2004:254).
Efficiency refers to the degree to which a task or activity is performed correctly on time (Marx,
Van Rooyen, Bosch &Reynders, 1998:349). The efficiency of banking Services may be defined
as the degree to which a task or activity for theClients of a bank are performed correctly or as
desired. The influence of the Degree of perceived efficiency of banking services on customer
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relationship Management will be investigated in this study. For the purpose of this study,
Various dimensions within the service delivery of banking institutions are Included in the
variable efficiency of banking services, namely confidentiality of Personal information; security
of personal funds; ethical behavior of the Institution; variety of services offered; bank charges;
and technical development within the institution. An explanation of each of these dimensionsis
provided below. Efficiency is defined as the degree to which tasks or activities are performed
correctly and as desired (Marx et al. 1998:349-350). A firm needs to direct its employees as
efficiently as possible in order to satisfy the needs of its target market and to reach its Objectives.
For example, a bank needs to ensure that its employees conduct their Tasks and responsibilities
in an efficient manner.
Service Quality
Gronroos (2000, p.46) defined service as, “A service is a process consisting of a series of more
or less intangible activities that normally, but not necessarily always, take place in interactions
between the customer and service employees and/or physical resources or goods and/or systems
of the service provider, which are provided as solutions to customer problems”. Fogli (2006, p.4)
define service quality as “a global judgment or attitude relating to a particular service; the
customer’s overall impression of the relative inferiority or superiority of the organization and its
services. Service quality is a cognitive judgment”. In 1988, Parasuraman Etal arranged a
quantitative Research. They revealed an instrument for measuring Consumers’ perception of
Service Quality, after that it became known as SERVQUAL.
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Conceptual framework
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3.4 Expected findings/ hypothesis:
Research Questions
• Do the staffs / employees of MBL effectively communicate with the clients?
• Does interpersonal relationship among staffs affect service quality in Mercantile Bank?
• Do the staffs of the Bank are efficient enough to provide you the required services?
Hypothesis
• The Communication affects Service Quality in context of MBL.
• The Interpersonal Relationship affects Service Quality in context of MBL.
• The Efficiency affects Service Quality in context of MBL.
3.5 Methodology:
In this report I have used both primary and secondary data.
I) The primary sources of data include the followings:
• Face to face conversation with the bank officers and staffs
• Direct conversation with the clients
• Practical Deskwork.
ii) The secondary sources of data include as under:
• Annual report of Mercantile Bank Limited
• Different manuals and publications of Mercantile Bank Limited
• Unpublished data received from the Branch
• Different text books
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Sampling
A total of 40 customers to be interviewed from Ring Road Branch, a systematic random
sampling method are to be used where every 3rd customer arriving in the branch will be
contacted. Among those whoever fall under the criteria of holding an account for more than a
year & visiting the branch at least once every two weeks will be interviewed.
Instrument
A structured questionnaire will be selected for this study. The questionnaire will comprise of
threesections. The first section will contain questions regarding communication. The second
section will contain questions regarding Interpersonal Relationship. The third section will
contain questions regarding Efficiency of the Service. Each item is of 5 point scale, that ranges
from 1(strongly disagree) to 5 (strongly agree).
Data Collection
Questionnaires were distributed among 40 customers of Mercantile Bank. The reasons accounted
for this choice are:There is an economy in data collection due to the focus provided by
standardized Questions. Only questions of interest to the study are asked, recorded and analyzed.
Because they are standardized, they are relatively free from several types of errors.
Data Analysis
Analysis has done for both qualitative and quantitative data. Due to time constraintsand many
other limitations, only qualitative research has been done to limit the research to a reduced length
as required by the internship program in the university. To analyze the data collected in the
survey through questionnaires, analysis was conducted mainly through the use of Microsoft word
and excel.
Results and Analysis

The data obtained from the research are analyzed through Ms Excel. Results are given below in
table.In the pie chart, Male is 55% percent and female is 45% percent respondent of the total
sample size.
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Gender Percentage
Male 55%
Female 45%
Percantage
Male
Female
Fig: Pie diagram for presenting male and female sample size
Age:
AGE Number Percentage
15-25 6 15%
26-35 8 20%
35-45 12 30%
45 and above 14 35%
This table shows that 15% of Respondent are from 15 to 25 age group.20%respondents are from
26-35 age group,30% are from 36to45 age group and 35% are from45 above age group.
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Interpersonal Relationship
Name of the factors Number Percentage
Strongly affected 8 20%
Affected 20 50%
Occasionally affected 10 25%
Disagree 1 2.5%
Strongly disagree 1 2.5%
Total 40 100%
(Each item is of 5 point scale, that ranges from 1(strongly disagree) to 5 (strongly agree))
In the interpersonal relationship among staffs / customers are affected which percent is 50%.
But25 percent customers’ belief the relationship affected only occasionally. On the other hand
20% percent customersstrongly agree with the opinion.Around 5% are Disagree with
interpersonal relationship with Banks Employees .That means Mercantile Bank have to improve
their interpersonal Relation with their customer to provide them a better service. Interpersonal
Relation has a relationship with service Quality. So if Bank doesn’t improve their relation with
their customers, customers will be dissatisfied and as a result they will switch to another bank.
28
Percentage
50
40
30
Percentage
20
10
0
Strongly Affected Ocasionally Disagree Strongly
affected affected Disagree
Fig: Interpersonal relationship
Communication
Strongly agree 4 10%
Agree 24 60%
Moderate / Neutral 7 17.5%
Disagree 4 10%
Strongly disagree 1 2.5%
Total 40 100%
Chart shows the customer communication with bank. Here most of the respondent is agreed
(60%) with the level of communication by the bank staffs. Number of not satisfied people is
lesser than satisfied people. Not satisfied is 12.5% percent. This is very low. So
hereCommunication is not badly affecting Service Quality. A large number of customers are
29
satisfied by the communication that is made by the Bank. But Mercantile Bank Still have to
Improve their Communication with clients because 17.5% of the customer still in Moderate
Label. So if they try to improve it their service quality will be more efficient. So by this we can
easily understand that communication have a relation with the service quality of Mercantile
Bank.
Communication
60
50
40
30
Percentage
20
10
0
Strongly Agree Neutral Disagree Strongly
agree disagree
Fig: Communication
30
Efficiency
Strongly efficient 2 5%
Efficient 16 40%
Moderate / Neutral 15 37.5%
Not efficient 6 15%
Strongly not efficient 1 2.5%
Total 40 100%
Thetable shows Moderate label of customer about efficiency. 17.5 percent customer is not
satisfied at all with efficiency of the bank. This shows that they lose their customer only for
service efficiency. On the other hand around 45 percent are agreed with the efficiency.
Efficiencylevel with not efficient and strongly efficient is15% percent and 2.5% respectively.
This is not very high. Although communication is not badly affecting Service Quality, the
efficiency of the bank is need to gear up to the mark before banks service quality will
decrease.So, we can understand efficiency have relationship with service quality of the bank.
Percentage
40
30
20
Percentage
10
0
Strongly Efficient Moderate Not Strongly not
efficient efficient efficient
31
Data Interpretation
Mean
For a data set, the mean is the sum of the values divided by the number of values. The mean of a
set of numbers x1, x2,...,xn is typically denoted by "x bar". The question foreach variable has
five different factors. The customers of the Mercantile Bank are fairly satisfied with some
services provided but also dissatisfied with some other service provided to them.
Mean Value:
Interpersonal Relationship = (8*5+20*4+10*3+2*1+1*1)/40= 153/40= 3.825
Communication = (4*5+24*4+7*3+4*2+1*1) / 40= 146/40= 3.65
Efficiency = (2*5+16*4+15*3+6*2+1*1)/ 40 =132/40=3.3
These results explain that most of the customers think the Banks Interpersonal relationship and
system of Communication is good and customers are very satisfied with these services.This
result also indicates that the efficiency level of the bank management is needed to improve.
Mean Analysis
4
3.8
3.6
3.4 Mean Analysis
3.2
3
Interpersonal Communication Efficiency
Relationship
32
Variance& Standard Deviation:

Variance defines how far a set of numbers is spread out. The square root of the variance gives us
standard deviation. More the variance, the more the answers from one individual to another
individual vary. To reduce the variance we have to take a greater sample. It is better to have a
less variance as then the use of the statistical data becomes easier. We can deduce that most
customers are not satisfied with similar grants.
Mathematically Variance, S²:
Variance of Interpersonal Relationship

Serial Variance
no Value of data (X-X¯) (X-X¯)² (X-X¯)²/(40-1)
1 4 0.175 0.030625
2 5 1.175 1.380625
3 3 -0.825 0.680625
4 3 -0.825 0.680625
5 4 0.175 0.030625
6 5 1.175 1.380625
7 3 -0.825 0.680625
8 4 0.175 0.030625
9 4 0.175 0.030625
10 3 -0.825 0.680625
11 5 1.175 1.380625
12 2 -1.825 3.330625
13 4 0.175 0.030625 0.763
14 4 0.175 0.030625
15 3 -0.825 0.680625
16 5 1.175 1.380625
17 4 0.175 0.030625
18 4 0.175 0.030625
19 4 0.175 0.030625
20 3 -0.825 0.680625
21 4 0.175 0.030625
22 4 0.175 0.030625
23 3 -0.825 0.680625
33
24 5 1.175 1.380625
Serial
no Value of data (X-X¯) (X-X¯)² (X-X¯)²/(40-1)
25 4 0.175 0.030625
26 4 0.175 0.030625
27 3 -0.825 0.680625
28 4 0.175 0.030625
29 5 1.175 1.380625
30 4 0.175 0.030625
31 4 0.175 0.030625
32 4 0.175 0.030625
33 1 -2.825 7.980625
34 4 0.175 0.030625
35 4 0.175 0.030625
36 4 0.175 0.030625
37 5 1.175 1.380625
38 5 1.175 1.380625
39 3 -0.825 0.680625
40 3 -0.825 0.680625
Total 153 29.775 0.763
In above tablewe can see the calculation variance and it becomes difficult for a bank to satisfy all
of its customers when they want different things.Different factors are important for different
individuals. Sometimes this plays a major role in customers mind and the bank faces problems
and loses its most important and valuable customers.
Interpersonal Relationship - Standard Deviation(S):

The standard deviation is a measure of how spread out the data is. The square root of Variance
gives us standard deviation.
S =(0.763)½ = 0.873
34
The standard deviation is below 1, so we can say the variation in the answers are low. Most
people gave similar answers. So, when we do the overall statistics we can say the standard error
is comparatively less. And the sample size is more or less near perfect.
Variance of Communication skill analysis:

Variance=
Serial no Value of data (X-X¯) (X-X¯)² Sum of((X-X¯)²/(40-1))
1 4 0.35 0.1225
2 5 1.35 1.8225
3 3 -0.65 0.4225
4 3 -0.65 0.4225
5 4 0.35 0.1225
6 5 1.35 1.8225
7 3 -0.65 0.4225
8 4 0.35 0.1225
9 4 0.35 0.1225
10 3 -0.65 0.4225
11 5 1.35 1.8225
12 2 -1.65 2.7225
13 4 0.35 0.1225 0.795
14 4 0.35 0.1225
15 3 -0.65 0.4225
16 5 1.35 1.8225
17 4 0.35 0.1225
18 4 0.35 0.1225
19 4 0.35 0.1225
20 3 -0.65 0.4225
21 4 0.35 0.1225
22 4 0.35 0.1225
23 3 -0.65 0.4225
24 5 1.35 1.8225
25 4 0.35 0.1225
26 4 0.35 0.1225
27 3 -0.65 0.4225
28 4 0.35 0.1225
29 5 1.35 1.8225
35
30 4 0.35 0.1225
(X-X¯)²/(40-1)
Serial no Value of data (X-X¯) (X-X¯)²
31 4 0.35 0.1225
32 4 0.35 0.1225
33 1 -2.65 7.0225
34 4 0.35 0.1225
35 4 0.35 0.1225
36 4 0.35 0.1225
37 5 1.35 1.8225
38 5 1.35 1.8225
39 3 -0.65 0.4225
40 3 -0.65 0.4225
Total 153 31 0.795
Communication skill -Standard Deviation(S):
S = (0.795)½ = 0.892
Variance of Efficiency analysis:
Serial no Value of data (X-X¯) (X-X¯)² (X-X¯)²/(40-1)
1 4 0.7 0.49
2 2 -1.3 1.69
3 3 -0.3 0.09
4 4 0.7 0.49
5 2 -1.3 1.69
6 4 0.7 0.49
7 4 0.7 0.49
8 4 0.7 0.49
9 2 -1.3 1.69
10 3 -0.3 0.09
11 4 0.7 0.49
12 3 -0.3 0.09
13 3 -0.3 0.09 0.779
14 4 0.7 0.49
15 3 -0.3 0.09
36
16 4 0.7 0.49
17 2 -1.3 1.69
18 3 -0.3 0.09
19 3 -0.3 0.09
20 2 -1.3 1.69
21 4 0.7 0.49
22 3 -0.3 0.09
23 4 0.7 0.49
24 4 0.7 0.49
25 5 1.7 2.89
26 3 -0.3 0.09
27 2 -1.3 1.69
28 4 0.7 0.49
29 3 -0.3 0.09
30 4 0.7 0.49
31 1 -2.3 5.29
32 4 0.7 0.49
33 3 -0.3 0.09
34 5 1.7 2.89
35 3 -0.3 0.09
36 4 0.7 0.49
37 3 -0.3 0.09
38 3 -0.3 0.09
39 4 0.7 0.49
40 3 -0.3 0.09
Total 132 30.4 0.779
Efficiency -Standard Deviation(S):
S = (0.779)½ = 0.883
Result &Interpretation:
The standard deviation for interpersonal relationship is 0.873, forcommunication skill the
standard deviation is 0.0.892 and for efficiency, the standard deviation is0.883. So we can say
37
that the standard deviation is below 1 and the variation in the answers is low. Most people gave
similar answers. So, from the overall statistics, we can say the standard error iscomparatively
less. And the sample size is more or less near perfect.
3.6 Limitation of the Study
Like any other study, the limitations of this study are not out of questions. The following factors
seem to me the main points of weakness of this study, despite all out co-ordination from the bank
officials:
 Due to time limitations many of the aspects could not be discussed in the report.
 The main constraint of the study is inadequate access to information, which has hampered
the scope of analysis required for the study
 Since the Bank personnel’s were very busy, they could provide me very little time.
 I carried out such a study for the first time, so inexperience is one of the main constraints
of the study.
 Entrance to every nock and corner of the bank was not possible for me.
38
Conclusion
From the practical implementation of customer dealing procedure during the whole period of my
practical orientation in MercantileBank limited I have reached a firm and concrete conclusion in
a very confident way. I believe that my realization will be in harmony with most of the banking
thinkers. It is quite evident that to build up an effective and efficient banking system to the
highest desire level computerized transaction is a must. Besides, proper training should be given
to enhance the quality of the bank staff at all levels of organization. Success in the banking
business largely depends on effective lending. Less the amount of loan losses, the more the
income will be from Credit operations. The more the income from Credit operations the more
will be the profit of the Mercantile Bank Limited.Mercantile Bank Ltd seems to have acceptable
level of satisfaction with its customers. The all three CRM factors Communication, interpersonal
relationship and Efficiency of banking service seem important since all these have moderate
relationship with Service Quality.To improve the all three CRM factors Communication,
interpersonal relationship and Efficiency Bank should arrange Employee Training so that
Employee can improve themselves in those three CRM factors.
It can be argued that this report can become useful to explain the banking practices that are
followed by the MercantileBank Ltd. and also attempt to harmonize and link the theoretical
knowledge, acquired in the MBA program, with the experience gathered in the period of
practical orientation.
39
Reference:
1. Mercantile Bank Limited (2014), “MBL Products”, Retrieved on Jun 05, 2014,
from http://www.mblbd.com
2. Mercantile Bank Limited (2014) “History of MBL”, Retrieved on Jun 05, 2014,
from http://www.mblbd.com/history/
3. Bergeron, B., 2001. Essentials of CRM: Customer Relationship Management for
Executives. John Wiley & Sons.
4. Berson, A., Thearling, K., Smith, S., 2000. Building Data MiningApplications for
CRM. Digital.
5. Retrieved on Jun 05, 2014 fromhttp://managementstudyguide.com/importance-of-
crm.htm
6. Anderson, E.W., Forwell, C. & Lehmann, D.F. 1994. Customer satisfaction,
market share and profitability. Journal of Marketing, 58(3): 53-66.
7. Anderson, K. &Zemke, R. 1991. Delivering Knock Your Socks off Service. New
8. Zineldin, M. (2005) ‘Quality and customer relationship management (CRM) as
competitive strategy in the Swedish banking industry’, The TQM Magazine, Vol.
17, No. 4, pp. 329–344.
9. Newell, F. (2000) Loyalty.com: Customer Relationship Management in the New
Era of Internet Marketing. McGraw- Hill, New York, NY.
40
Letter of Transmittal
June 10, 2014
To
Dr. Salehuddin Ahmed
Professor
BRAC Business School
66 Mohakhali, Dhaka, Bangladesh
Subject: Submission of internship report on Customer Relationship Management of MBL
Dear Sir,
Here is my internship report on “Customer Relationship Management” of Mercantile Bank

Limited. I am submitting this report as the part of my internship. While preparing this
report, I tried my level best to follow your instructions and the instructions that have given to me
by my organization supervisor. The entire report is based on my practical experience in the Ring
Road Branch. I have tried my level best to provide what I have learned during the internship
program.
I shall be highly encouraged if you are kind enough to receive this report. If you have any
further enquiry concerning any additional information, I would be very pleased to clarify that.
Sincerely yours,
Md. Hasan Shahriar

ID: 11264022
MBA Program
BRAC University
Acknowledgement
The report on “Customer Relationship Management” has been prepared to fulfill the
requirements of MBA degree. I am very much fortunate that I have received sincere guidance,
supervision and co-operation from various respected people while preparing this report.
At the very beginning I would like to express my gratitude to almighty Allah for special blessing
in completing the report. Then, I would like to thank my academic supervisor of the Internship
Program Dr. Salehuddin Ahmed, Professor of BRAC Business School (BBS) for giving me the
opportunity to prepare this report. He also provided me some important advices and guidance for
preparing this report. Without his assistance, this report would not be a comprehensive one.
Secondly, I would like to thank Career Service Office (CSO) of BRAC University, where I
received support of requirements of finishing the internship program and daily updates of
university.
Then I would profusely like to express my gratitude to all the people from Mercantile Bank
Limited of Ring Road Branch and Head Office who have always been kind enough to answer my
queries despite their extremely demanding work. I would like to thank Ms. Mahmuda Akter,
Vice President& Head of Branch and Mr. Kazi Abdul Wadood Assistant Vice President &
Manager Operation of Ring Road Branch.
Table of Contents
List Page Number

Chapter -1 (Organization)
Introduction 01
History 02
Product / Service offerings 03
Personal Banking 03
Deposit Schemes: 04
Credit & Loans 04
Foreign Currency Account 04
Corporate Banking 05
Financial Products 06
Special Services 07
Operational network organ-o-gram 07
Visions for the future 09
Chapter-2(Jobs)
Description / Nature of the Jobs 10
Specific Work Responsibilities of the jobs 10
Different Aspects of Job Performance 11
Account Opening Section 11
Current Account 11
Savings Account 11
Cash Section 12
Clearing Section 13
Remittance Section 14
Critical observations and recommendation 15
Chapter-03 (Project)
Introduction 18
Objectives 18
Significance of the Study 19-23
Expected findings/ hypothesis 24
Methodology 24-36
Result & Interpretation 36
Limitation 37
Conclusion 39
Reference 40
Executive Summary
Many businesses such as banks, insurance companies, and other service providers realize the
importance of Customer Relationship Management (CRM) and its potential to help them acquire
new customer, retain existing ones and maximize their lifetime value. This paper deals with the
role of Customer Relationship Management in banking sector and the need for Customer
Relationship Management to increase customer value by using some analytical methods in CRM
applications.The main objective is to identify the key factors that influence the extent to which
CRM helps to improve the service quality of the Mercantile Bank.Mercantile Bank Ltd seems to
have acceptable level of satisfaction with its customers. The all three CRM factors
Communication, Interpersonal relationship and Efficiency of banking service seem important
since all these have moderate relationship with Service Quality.To improve the all three CRM
factors Communication, Interpersonal relationship and Efficiency Bank should arrange employee
Training so that employee can improve themselves in those three CRM factors.The whole report
is divided into three parts-Introductory parts, Learning part and Project part. The first chapter is
the introduction chapter of this report. The learning part shows customer relationship
management of Mercantile Bank Limited, which includes description / nature of the job specific
responsibilities of the job, different aspects of the job performance, critical observations and
recommendation. The third and last chapter is the project part that contains problems,
recommendations and conclusion of Mercantile Bank Limited.It can be argued that this report
can become useful to explain the banking practices that are followed by the MercantileBank Ltd.
This report also attempt to harmonize and link the theoretical knowledge, acquired in the MBA
program, with the experience gathered in the period of practical orientation.

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Internship Report

Date of submission: 10 June 2014

1.3 Product / Service offerings

1.3.1 Deposit Schemes:

1.3.2 Credit & Loans:

 Consumer Credit Scheme(family type, Freeze, Furniture)

1.3.3 Foreign Currency Account:

 Resident Foreign Currency Account

1.3.4 Corporate Banking

Small & Medium Business:

 Cash Credit Hypothecation (CC Hypo)

 Short Term Industrial Loan

1.3.5 Foreign Trade:

Letter of Credit (L/C)

Back to Back Letter of Credit (BTB)

Loan against Trust Receipt (LTR)

Loan against Imported Merchandise (LIM)

Packing Cash Credit (PCC)

Export Development Fund (EDF)

Payment against Document (PAD)

1.3.6 Lease Financing

1.3.7 Financial Products

Short Term Financing Products

Mid Term Financing Products

Long Term Financing Products

 Large & Medium Term Loan

1.4Operational network organ-o-gram

Operational network organ-o-gram of Mercantile Bank Limited

1.5 Visions for the future

1.5.3 Strategic objectives

1.5.4 Financial objectives

1.5.5 Core values

For the customers

For the shareholders

For the employees

For the community

General Banking department generally deals with the following sections: -

 Account Opening Section

2.2 Specific Work Responsibilities of the job

 Helping customers to open various new Accounts

2.3 Different Aspects of Job Performance

Current Deposit Account

Saving Deposit Account

Short Term Deposit Account

Fixed Deposit Account

Short Term Deposit (STD)

According to characteristics, short-term deposit is similar to current deposit except interest.

Fixed Deposit Accounts

(i) Cash payment

Amount in figure and word differs

Cheque out of date/ post- dated

Payment stopped by the drawer

Payee’s endorsement irregular / illegible / required

Drawer’s signature differs / required

Other specific reasons not mentioned above

2.4 Critical Observations and Recommendation

• Different marketing strategies like media advertisement or arrangements of any kind of

3.3 Significance of the Study

In my study,the independent variables constitute a number of selected variables, as identified

Communication = (45+244+73+42+1*1) / 40= 146/40= 3.65

Efficiency = (25+164+153+62+1*1)/ 40 =132/40=3.3