services provided by private banks

SERVICES PROVIDED BY DIFFERENT PRIVATE BANKS Introduction 1.1. Introduction Banking system occupies an important place in a nation’s economy because of its intermediary role; it ensures allocation and relocation of resources and keeps up the momentum of economic activities. In a developing country like Bangladesh the banking system as a whole has a vital role to play in the progress of the economic development.

Banks these days provide a variety of services. They provide both short-term and long-term credit. Their customers come from all walks of life from a small business to a multi- nation corporation having its business activities all around the world. The banks have to satisfy the requirements of have therefore become complex and require specialized skills.

Every bank has different division and every division has units or department and every department has their own function to serve the customers according to customer’s requirement.

The departments are: • General Banking Department • Cash Department • Foreign Exchange Department • Credit Department • Customer services department 1.2 Objectives The main objective of this report is to show the services offer by different private sector banks of Bangladesh and evaluate the performance of the customer services in deferent sectors of Bank.

This report entitle “Customer Services in Banking Sectors of Bangladesh” originated from the partial fulfillment of the dissertation. Some of the important objectives of the study are as under:  To analyze the performance of customer services which are provided to the customers as well as their satisfaction with the services of private commercial banks of Bangladesh.  To find out the problems of customer services of different banks.  To know the way of providing better customer services in banking sectors.  To suggest some recommendations regarding better customer services 1.3 Scope of the Study The Dissertation gives us a great opportunity to get the difference and similarities between the practical and the theoretical world. Another scope is to know about the rules, regulations, and overall banking environment of Bangladesh.

1.4 Methodology This research of which major objective is to describe the comparative study of customer service quality. This study is a single cross sectional design where preliminary information is gathered only from the existing clients (account holder) of Dutch- Bangla Bank Limited, Prime Bank Limited, the Premier Bank Limited, National Bank Limited and BRAC Bank Limited to whom the quality of services is being provided and how well the customers are accepting the services.

The information about the provided services has been collected from the officers related with

customer service department of different Banks. Maximum data of this report has been collected from face to face interview and annual reports of banks.

Sources of data The project part is prepared on the basis of both primary and secondary data Primary Source of Data Collections is: • Face to face conversation with the bank officers and with the Customers.

Secondary Source of Data Collections is:  Annual report of Dutch-Bangla Bank limited, Websites.  Different publications regarding banking function.

1.5 Time Schedule The time schedule of this dissertation is only three months . But proper planning and doing works strictly according schedule made it possible to complete the dissertation in the specified time frame. The allocation of time is shown as below: Description of Works Data collection Literature Review Analysis of Data and findings Report preparation Total time

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Allocated Time Frame 20 days 25 days 30 days 15 days 90 days

1.6 Limitations Like all survey works this research is subjected to a number of limitation. These are: • Bank secrecy posed a major problem since discloser of some information’s been restricted.

• Sufficient records, publication, facts & figures are not available.

These constrains narrowed the scope of real analysis.

• Even I did not get the available information also.

• However, I have tried to prepare my dissertation report as good as possible within these limitations.

• The time, 120 days, is insufficient to know all activities of the branch and prepare the report.

• Because of the limitation of information, some assumption was made. So there may be some personal mistake in the report Profile of Banking Sector in Bangladesh 2.1 History of Commercial Banks in Bangladesh Banking industry has been in a state of dynamic change that is rapidly transforming the role of the commercial banks in the financial system. The 1990’s where the period of dramatic transition in which the nature of banking industry had changed more rapidly than at any other time in its history. Deregulation, electronic data processing, and telecommunication have altered the competitive environment for the banks. The number of banks in all now stands at 49 in

Bangladesh. Out of the 49 banks, four are Nationalized Commercial Banks (NCBs), 30 local private commercial banks, 10 foreign banks and the rest five are Development Financial Institutions (DFLs).

Sonali bank is the largest among the NCBs. Among the 10 foreign banks, standard chartered has become the largest in the country. Besides the scheduled banks, Samabai (Cooperative) bank, Ansar-VDP bank, Karmasansthan (Employment) Bank and Grameen bank are functioning in the financial sector.

Bangladesh Bank (BB) regulates and supervises the activities of all banks. The BB is now carrying out a reform programme to ensure quality services by the banks. Each bank, though, controls all aspects of their own banking process. From dealing with customer credit lines and loans, to handling international investments, each bank works within itself and competes with other banks for the greatest amount of investment, consumers, and, therefore, profit. The consumer became more important to bankers’ success; the banking industry focused more on the well being of the consumers and expanded their long-term goals to include the happiness and satisfaction of the consumer. In other words, the consumer plays one of the most vital roles in our economy. Because of their ever- changing wants and needs, banks are willing to change and innovate their0 services to satisfy more people.

In the backdrop of economic liberalization and financial sector reforms, a group of highly successful local entrepreneurs conceived an idea of floating a commercial banks with different outlook. For them, it was competence, excellence and consistent delivery of reliable service with superior value products.

2.2 Objectives of Private Commercial Banks Commercial banks are designed to provide commercial investment bank service to all type of customers ranging from small entrepreneurs to big business firms. In this regard, it gives emphasize on the priority sector of the economy like industry, housing and self- employment.

Besides, the bank aims to provide different customer friendly deposit and loan products to fulfill the banking needs of the individual customers.

2.3. The Vision & The Mission of Commercial Bank: The Vision: Commercial Bank in Bangladesh in terms of Efficiency Capital Adequacy Asset Quality Sound Management & Profitability having strong liquidity.

The Mission: To build Commercial Bank into an Efficient Market Driven Customer Focused Institution with good corporate governance structure Continuous improvement in

Business Policies Procedure & Efficiency through integration of technology at all levels.

2.4 The Strategic Priorities of Commercial Banks ď ś To have sustained growth, broaden and improve range of products and services. ď ś On delivery of quality service in all areas of banking activities with the aim to add increased value to shareholders investment and offer highest possible benefits to the customers.

2.5 Function of Commercial Banks Deposit Mobilization Bank is the largest mobilizes of surplus domestic savings. For poverty alleviation, we need selfemployment, for self-employment we need investment and for investment we need savings. In the other words, savings help capital formations and the capital formations help investments in the country. The investment in its turn helps industrialization leading towards creation of wealth of the country and the wealth finally takes the country on road to progress and prosperity. As such, saving is considered the very basis of prosperity of the country. The more the growth of savings, the more will be the prosperity of the nation.

The savings rate in Bangladesh is one of the lowest in the world rate of domestic saving being 17.78%. In order to improve the savings rate, Financial institutions responsible for mobilization of savings should offer attractive savings schemes so that the marginal propensity to save increases. The savings do not, of course, depend only on the quantum of income but largely depend on the habit of savings of the people.

Most of the commercial banks formulated the following Savings Schemes o Saving Deposit Account o Current Deposit Account o Short Term Deposit Scheme o Contributory Saving Scheme o Fixed Deposit Scheme o Double Benefit Deposit Scheme o Monthly Benefit Deposit Scheme o Lakhopati Deposit Scheme o House Building Deposit Scheme o Millionaire Scheme Income tax on interest amount shall be as per Government rules on taxation and the Bank reserves the right to deduct Income tax.

Loan Scheme: Commercial Banks has formulated the following Loan Schemes # General Loan Scheme # Consumer Credit Scheme # Lease Finance # Hire purchase

# House Building / Apartment Loan Scheme # Advance against Share # Small and Medium Enterprise (SME) General Loan Scheme: Depending on the various nature of financing all the lending activities have been brought under the following General Loan: # Short term Loan # Medium term Loan # Long term Loan The loans are allowed to individual/firm/industries for a specific purpose but for a definite period and generally repayable by installments fall under this head. This type of lending are mainly allowed to accommodate financing under the categories (i) Large & Medium Scale Industry and (ii) Small & Cottage Industry. Very often term is financing for (i) Agriculture & (ii) Others.

Consumer Credit Scheme In order to provide financial assistance to the limited income group for raising their standard of living by acquiring domestic durables like freeze, TV, Computer, Motor Car, etc., they have introduced a Consumers Credit Scheme to improve the quality of life particularly of the fixed income earner of the society.

Eligible Items / Articles: Credit shall be extended under the Scheme for buying the following items / articles: 1. Car, Station Wagon , Microbus, Motor Cycle, Bi-Cycle; 2. Refrigerator, Deep Freeze; Washing Machine; Photocopier; 3. Television, VCR, VCP; Radio, Two-in-one, Three-in-one; 4. Air Cooler, Air Conditioner, Water Cooler, Water Pump; 5. Personal Computer, Type Writer, Camera, Movie Camera; 6. Furniture like Dressing Table, Almirah, khat, sofa set, Wardrobe, etc.

7. Sewing Machine; Telephone Line/Set, Fax Set, Cordless Telephone Set, Cellular phone, Pager etc; 8. Telephone Line/Set, Fax Set, Cordless Telephone Set, Cellular phone, Pager etc; 9. Any other item not specified above but considered essential.

Consumer Credit Products: 1. Car Loan 2. Doctor Loan 3. Advance against Salary 4. Education Loan 5. Travel Loan 6. Marriage Loan 7. Hospitalization Loan 8. Household Durable Loan 9. Home Loan 10. Any Purpose Loan 11. CNG Conversion Loan

Required Documents 01. Employer Certificate for Service Holders 02. Photocopy of Trade License for Businessmen 03. Photocopy of Tin Certificate, if any 04. Bank Account Statement of last six 05. Photocopy of Passport, Telephone (T&T) Bill, if any Security 01. Two Personal Guarantee 02. Undated Cheques Home Loan: This scheme is to meet the fund requirement for home Loan purpose of salaried person in Govt./Semi govt. /Autonomous bodies/ Multinational Co./Banks/Insurance/Financial Inst./Educational Inst. with confirmed 3-years service ahead and businessman having adequate cash flow.

Loan Limit and Period of Loans 1. For construction, maximum 60% of total cost.

2. For buy apartment or whole building, maximum 70% of total csot.

3. For old apartment or old building, maximum 50% of cost 4. Loan limit maximum Tk 50,00,000.00 5. Period of loan would be 20 years.

Required Documents 01. Employer Certificate for Service Holders 02. Photocopy of Trade License for Businessmen 03. Photocopy of Tin Certificate, if any 04. Bank Account Statement of last six 05. Photocopy of Passport, Telephone (T&T) Bill, if any Security 01. Two Personal Guarantee 02. Undated Cheques Any Purpose Loan: This scheme is to meet the emergency need for fund by fixed income group of salaried person in Govt./Semi govt. /Autonomous bodies/ Multinational Co./ Banks/Insurance/Financial Inst./Educational Inst. with confirmed 3-years service ahead. Letter of introduction including name, fathers name, designation, date of birth, date of joining, place of posting, date of last promotion, date of retirement, basic salary, total emolument, take home salary etc. will be required. This scheme is only for service holder.

Required Documents 01. Employer Certificate 02. Photocopy of Tin Certificate, if any 03. Bank Account Statement of last six months 04. Photocopy of Passport, Telephone (T&T) Bill, if any

Security 01. Undated Cheques 02. Lien on Service benefit of the concerned employee from the employer CNG Conversion Loan: This scheme is to meet the funds requirement for CNG conversion of vehicles for those who are salaried person in Govt./Semi govt. /Autonomous bodies/ Multinational Co./Banks/Insurance/Financial Inst./Educational Inst. with confirmed 3-years service ahead, businessman having adequate cash flow and corporate Bodies.

Required Documents 01. Employer Certificate for Service Holders 02. Photocopy of Trade License for Businessmen 03. Photocopy of Tin Certificate, if any 04. Bank Account Statement of last six months 05. Photocopy of Passport, Telephone (T&T) Bill, if any 06. Photocopy of the Blue Book etc.

07. Photocopy of the registration of the Vehicle Security 01. One or two personal guarantee from family member (effective member i.e. spouse / father / mother / brother / earning son, Corporate guarantee in the case of Company or as the case may be acceptable in the bank).

02. Undated cheques in favor of the Bank covering the whole amount Lease Finance Lease financing is one of the most convenient long term sources of acquiring capital machinery and equipment. An obvious advantage of the lease is to use an asset without having to buy it. The lessee is obligated to make lease payments until the expiration of the lease agreement, which corresponds to the useful life of the asset Lease Items / Equipments: Commercial Banks offer lease finance for acquiring the use of capital machinery, equipments, medical instruments, etc. the customers are entitled to decide the specification, price and model of the lease item/equipment. Bank will purchase the item (s) in accordance with the specifications given by the clients.

Salient Features of lease Financing: 01. Lease finance is offered for acquiring the use of Capital Machinery, Equipments, Medical instruments and Automobiles.

02. Financial Lease is long term in nature and is non cancelable.

03. The customer will be required to make a deposit equivalent to 3 (three) Months lease rentals to the bank on the date of singing of the lease agreement, which shall be refunded to the client at the expiry of lease term.

04. Bank will purchase the equipment after confirmation of the acceptance of the equipment by the client.

05. On execution of lease, the client and the Bank shall enter into an amendment lease agreement reflecting the actual acquisition cost.

06. The term of lease is maximum 5 (five) years in case of Capital Machinery, Equipment and medical instrument but 4 (four) years in Automobiles.

Hire purchase Hire Purchase is a type of installment credit under which the Hire Purchase aggress to take the goods on hire at a stated rental, which is inclusive of the repayment of principal as well as interest for adjustment of the loan within a specified period.

House Building / Apartment Loan Scheme: Loans allowed to individual/ enterprises for construction of house (residential or commercial) fall under this type of advance. The amount is repayable by monthly installment within a specified period. Such advances are known as loan (HBL-GEN). Loans allowed to our Bank employees for purchase /construction of house shall be headed staff loan (HBL-STAFF).

Advance against Share: In order to contribute to the development of the Capital Market of the country some banks extend credit facilities against pledge of Shares to the individuals as well as to the member of DSE & CSE. Terms & Condition 01. For availing of credit facilities against pledge of Shares the intending borrowers shall deposit shares of at least three (3) Companies, which are preferably registered in his/her name.

02. Credit facilities in the form of Secured Overdraft (SOD) limit may be allowed up to 50%of the value of shares pledged calculated on the basis of current market prices or previous 6 month’s average market prices, which is lower.

03. The Share certificate must be accompanied by form -177 containing the signature of the shareholders duly checked and verified.

04. The maximum ceiling shall Tk. 20.00 lac for individual borrowers.

05. Interest rate will be charged @ 15% P.A with quarterly rests or as may be amended from time to time.

Small and Medium Enterprise (SME): There are many small and medium entrepreneurs in the country that have innovative idea, spirit and potentiality to do something productive for local Consumers as well as export abroad.

Commercial Banks provide loan to small and medium entrepreneur and play positive role in the overall socioeconomic development of the country.

Foreign Exchange Foreign Exchange division is a very important part of any commercial Bank. At present all Authorized Dealer branches different Banks are doing foreign dealings with their clients directly . At present branches play a very important role in supporting L/C ( Letter of Credit ) facilities to their customers. To open an LC in a Bank the following requirement are necessary for any client • They should have a Current Deposit (CD) account in that branch.

• There transaction list should have a good track record of business.

• They should bear a IRC (Import registration certificate) from the authority of Chief controller of Import and Export.

• They should have a TIN certificate.

• They should mention their all prospective business deal in a Pro forma invoice where all the description of the business should be notified.

At present the commercial banks in Bangladesh is paying more importance in foreign exchange dealings. The reason behind it is that it provides them with huge profit than other fields. Commercial Banks are aware of the whole matter and so they are leading in this field at present than other NCB in Bangladesh. Good customer management and service helped the institution to invade the proud field certainly.

2.6 The Management Management is an important part of any organization; A good management can ensure better customer services. Chairman, Directories, Managing Directors, Deputy managing Directors, Head of Various Division of Head Office and Branch Manager are the main management body of commercial Banks.

Board Of Directors Board of Directors of different Banks consists of Directors, Chairman, Vice Chairmans and Managing Director.

Common Hierarchy of Chimerical Banks Chairman ↓ Managing Director ↓ Deputy Managing Director ↓ Senior Executive Vice President ↓ Executive Vice President ↓ Vice President ↓ Senior Assistant Vice President ↓ Assistant Vice President ↓ First Assistant Vice President ↓ Senior Principal Officer /Senior Executive Officer ↓ Principal Officer / Executive Officer ↓ Senior Officer ↓ Officer ↓ Assistant Officer ↓

Trainee Officer Literature Review 3.1 Customer Relationship Management Customer relationship indicates the effective customer service. A customer service assures that one thing. Customer satisfaction is the top priority. The reasons are: a) To know customer attitude towards the bank. b) Understanding of what the customer really wants. c) Quickly providing answers to customer’s inquiries and problems. d) Friendly and responsive behavior. e) Making personalized services available whenever possible.

Characteristics of good Customer Services are as under: Intangibility: Service cannot be seen but may be realized.

Inseparability: Service and Service provider cannot be separated.

Variability: Service may vary from time to time.

3.2 Criteria of Customer Relationship Officer Customer Relationship Officer should be: a) Knowledgeable about the offered product benefit. b) Knowledgeable to go through the balance sheets properly and analyzes that in a proper way. c) Updated about the banks policy. d) Showing courtesy, consideration, and concern in all of his dealings. e) Being honest, responsible and reliable.

3.3 Types of Banking Products and Services a) Retail Banking. b) Corporate banking. c) Deposit mobilization. d) Advance disbursement. e) Remittance. f) Other services.

3.4 Guidelines to develop relationship with the customer The guidelines are as follows: • Knock door to door of the target customers with proper information about them and try to offer them the best solution fit to every CRO has the responsibility to given the flavor to the customer.

• Try to provide more personalized services.

• Each CRO should maintain 15 to 25 accounts according to the volume of the business • There should be some CORs at each branch to provide personalized services • CRO should get training to develop them for providing better services

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CRO should maintain database on each client to pursue him or her properly. • CRO should monitor the customers at the close distance and update the office about his or her position.

CRO should be innovative to find out the right technique to increase his idea 3.5 Common Terms & Their Operations at Customer Service.

Deposits: All deposits that are accepted by commercial banks may be classified into: a) Demand deposits b) Time deposits Demand Deposits These deposits are without notice; commercial banks accepts demand deposits through the opening of a) Current account (CD) b) Saving account (SB) c) Call deposits from the fellow bankers Time Deposits (TD) A deposits which is payable at a fixed date or after a period of notice is called time deposit. commercial banks accept time deposits through fixed deposits receipt, Short-term deposit, Bearer certificate deposit etc. a contact is done between the bank and the customer. When the officer opens an account in the name of a customer, there arises a contract between them. This contract will be a valid one only when both the parties are competent to enter into contracts As account opening initiates the fundamental relationship and the banker has deal with different legal status, commercial banks officials remain very much careful about the competency of the customers.

Deposit Rate The rates of interest on deposit are given below: SL# 01 02 03

Particulars Short Term Deposit Saving Deposit Fixed Deposit

Rate 3.5.00% -6.5% 4.00% - 6.0% 6.0% - 9.5%

Procedure of Opening an Account Before opening a current or saving account, the following formalities must be completed by the customer: # Application on the prescribed form # Furnishing photographs # Introduction by an account holder # putting specimen signatures in the specimen card After fulfilling the above formalities, COMMERCIAL BANKS provides the customer a chequebook.

3.6 Different types of Deposit Accounts

Commercial banks offer the following types of accounts and their formalities.

Current Account: Proprietorship: The client has to fill up corporate account form. Terms and condition are printed on the back of the form. Two copies of passport size photographs duly attested by the introducer are affixed with the form.

The customer has to submit the valid trade license and tax paying identification number (TIN) along with the application. The account holder has to provide valid passport/ ID card/ Voter ID card/ chairman certificate etc.

Partnership: In case of partnership account, the bank asks all the documents require for opening proprietorship account and it also require the following: a) A copy of the partnership agreement ( partnership deed) b) A letter signed by all the partners containing the following particulars: # The name and address of all the partners, and firm’s business. # The name of the partners authorized to operate the account in the Name of the firm, including the authority to draw, endorse and Accepting the bill and mortgage and sell the properties Belonging to the firm.

Limited Company: On having the desire to open an account from a limited company, an officer of commercial banks asks for the following documents: a) Registration certificate from the registrar of join stock of companies. b) Certificate of incorporation, certificate of commencement of business. c) Memorandum of association and articles of association. d) Copies of annual accounts, Copy of the board’s resolutions which contains.

Societies, clubs, association: Incase of these sorts of accounts, commercial banks requires the following documents: a) Registration certificate under the societies registration act, 1962 b) Copies of memorandum, articles of association NGO: The account opening procedure is same but in exception is that registration certificate from the social welfare department of government must be enclosed with the application.

Savings Account: To encourage saving habit amongst the public, banks allow depositors to open savings accounts.

Interest is awarded on the balance of the account. The number of withdrawals is generally restricted. Requirements to open an account are as follows: a) Account opening form to be filled up by the applicant. b) Two passport size photographs attested by the introducer are needed. c) Passport or nationality certificate is required to open an account. d) Introductory reference to be obtained from account holder acceptable to the bank. e) Specimen signature of the application is taken on the signature card. f) In a saving account minimum Tk. 1,000 is required as balance.

For opening every type of account a signature card and different register for different types of account is mentioned in the bank. An account number is given for each account and the description of the account is entered in the computer holder and to the introducer but in practice it is not done.

Short Term Deposit Account

In short term deposit, the deposit should be kept for at least sever days to get interest. The interest offered for STD is less than that of saving deposits in commercial banks . Various big companies, organizations, government departments keep money in STD accounts. Frequent withdrawal is discouraged and requires prior notice.

Fixed Deposit It is also known as time liabilities or term deposits. These are deposits, which are made with the bank for a fixed period specified in advance. The bank offers high rate of interest on such deposits. In Prime Bank Limited, fixed deposit account is opened in two forms. One is midterm that is less than one year and the other is term deposit, which is more than one year.

Procedure of Opening Fixed Deposit Account: The depositors has to fill an application form where in he or she mentions the amount of deposit, the period of which deposit is to be made and the name or names in which the fixed deposit receipt is to be issued. The banker also takes the specimen signatures of the depositors. A FDR is then issued to the depositor acknowledging receipt of the sum of money mentioned therein, it also contains the rate of the date on which the deposit will due for payment.

Bearer Certificate Deposit (BCD): The bearer certificate deposit is a document of title similar to time deposit receipt issued by the bank. The document is a bearer document, hence readily negotiable, whoever presents it to the bank, has the right to get the money. There is no prescribed interest rate on such funds but COMMERCIAL BANKS offers 1%less than the rate of the term deposit of different maturity.

The face value is the sum principal amount and the interest.

3.7 Closing procedure of Accounts The closing of an account takes place: # If the customer desires to close the account # If commercial banks finds the account not in operation for a long duration # If garnishee order is issued by the court on commercial banks # To close the account, the chequebook is to be returned to the bank. commercial banks Takes all the charges by debiting the account and the remaining Balance is then paid to the customer.

3.8 General Banking Instruments There are different types of Instruments by which different services are provided to the customers. These Instruments are used to do the task smoothly and in a very efficient way.

Cheque Book To facilitate withdrawals and payments to third parties by the customer, commercial banks provides a chequebook to the customer chequebook contains 10 leaves for savings account while for current account is 10 to 100 leaves. This register contains the chequebook number, leaf number, issuing date. After giving these entries to this register, information is sent to the computer department for taking the necessary steps to pass the Cheques during withdrawal.

Pay Order A pay order is a written order, issued by a bank, to pay a certain sum of money to a specified person or a bank. A pay order is issued and paid by the same branch of a bank and such, the

drawer and the drawee’s are the same. The person or the organization in whose favor it is issued is known as payee or the beneficiary. The purchaser should sign the standard application form giving detailed particulars and request for issue of PO. The payee or beneficiary must not appear to be fictitious. His full name and address should be written on the application bank should recover commission of pay order from the purchaser. A pay order is divided into three parts viz.

Pay Slip A Pay Slip is written authorization for making payment-specified person or firm payable by issuing branch, for a discharge liability of the bank. As pay slip is originated made payable by the bank in a receipt form there is no need for any application for its issue. For example, bank is required to make payment of bills for the purchase of furniture & fixture, for printing & stationary and for any other works done on its behalf by the other party on agreement with the bank.

3.9 Inward and Outward Remittances Banks have a wide network of branches all over the country and offer various types of remittance facilities to the public. The remittance of funds by banks is made through different methods.

They are 1. Demand Drafts (DD) 2. Mail transfers/ On line transfer 3. Telegraphic transfer Demand drafts Demand draft is an order to pay money, drawn by one branch of a bank for a sum of money payable to order on demand. The purchasers of the draft fill in the relative application form with his name, amount, and name of the payee, the amount and the office in which it is drawn. In order to sure safety, the purchaser is advised to cross the draft and the bank gives a test number.

Mail Transfer/ On line transfer: Mail Transfer is an advice regarding remittance of funds sends by one branch of the bank to another branch of the same bank, at the written request of the application the mail transfer contains the name and address of the remitter. It is a nonnegotiable instrument and generally is not handed over to the customer rather sent through post office to the concerned branch for credit to the respective account.

Telegraphic Transfer: Telegraphic Transfer may be affected at the written request of any person and against value received from him. A written application on the bank’s prescribed form duly signed by the purchaser should be obtained. It is however, preferable to obtain a confirmation cheque from the customer.

The application form is in variably checked on the following points: # There should be a branch of Prime Bank Limited in the place on Which telegraphic transfer will be issued and the said branch has Test arrangement with the issuing branch. # Full name of the payee and his or her account no. in case instructions

Are to credit his or her test arrangement with the issuing branch. # The amount of T.T. commission and telegram charges should be Received from the purchaser. # Now, a cost memo for the T.T. is also to be prepared by the officer Under his signature, this contains the amount of T.T. commission & telegram charges and is delivered to the purchase.

Dishonor of Cheque If the cheque is dishonored, commercial banks send a memorandum (cheque return memo) to the customer stating the reason in the following way: 1) Insufficient fund, Exceeds arrangements 2) Effects not cleared, may be presented again 3) Payment stopped by drawer 4) …………… payee’s endorsement irregular/illegible/required 5) …………… payee’s endorsement irregular, requires bank’s confirmation 6) Drawer’s signature differs/required 7) Cheque is post dated/out of date/mutilated 8) Amount of words and figure differs 9) Crossed cheque must be presented through a bank, clearing stamp required/requires cancellation 10) Cheque crossed “Account payee only” If the cheque is dishonored due to insufficiency of funds, COMMERCIAL BANKS charges Tk. 50 –Tk.500.00 as penalty. If the cheque is lost then the customer must inform the police and should take a copy of G.D. the customer then fills an indemnity for guarantying that the cheque is lost. When the bank is convinced with having the above documents bank gives to the customers a new chequebook.

3.10 Online Banking Operation The bank has set up a wide area network across the country to provide online branch banking facility to its valued clients. Under the scheme, clients of any branch shall be able to do banking transaction at other branches of the bank. Under this system a client will to do the following type of transaction: # Cash withdrawal from his or her account at any branch of the bank Irrespective location. # Cash deposit in his or her account at any branch of the bank Irrespective location. # Transfer of money from his or her account at any branch of the bank. # Cheque deposit at any branch.

Online Facilities: All the branches of DBBL are operated by centrally online system. So, any customer can be able to do any transaction at any branch. No matter, where he was the account and the clients do not have to pay any charges for online transaction.

Data Centre: DBBL has the largest data centre in Bangladesh. So, customers are getting very quick services and various operations are made through online in a very short time.

ATM & Debit Card: The Bank delivers the ATM & debit card to all the account holders within seven days of opening an account. Also, by using ATM card any client can make over drew but there are some conditions. Clients are also be able to pay utility bills through ATM.

Point of Sell (POS): DBBL has delivered 5000 POS machines to different shops and markets at different important locations at Dhaka and other city. So, people will be able to do their shopping from anywhere (POS holder) at different big city without bearing any risk.

3.11 Clearing of Cheque Through Clearing House In this unit, all the cheque of commercial banks of Bangladesh are deal. There are two kinds of clearing process.

1. Inward clearing 2. Outward clearing Types of clearing house: There are two type of clearing house: Those are 1) Normal clearing house 2) Same day clearing house Process of inward clearing: After receiving cheque from the local office of commercial banks , those cheques are directly send to the computer section for checking the balance of those specific accounts from which money should be collected. If the required balance available there then amount is debited from that account and the cheque is honored. But incase if the require balance is not available the authorize officer of clearing department immediately informs the head of the customer service or he tries to connect the account holder. Finally the authorized officer gives all the entry of those cheques in inward clearing register. The format of the register book is given below: SL# Bank Name Branch Name Cheque No Amount Drawn on Remarks After giving the entries, a credit advice is sending to the local office of Prime Bank Limited.

Process of outward clearing For outward clearing cheques, the bearer of the cheques must have an account in Foreign Exchange branch of commercial banks . After the submission of the cheques, authorized officer gives the entries in software, which is provided by Bangladesh bank. The name of the software is Nikash. After giving all the entries are printed and are enclosed with the cheques. Then all the cheques with the enclosed sheets are sent to the local office of commercial banks for the collection of money. The local office sends it to clearing house.

Types of clearing house: There are two type of clearing house: Those are 1) Normal clearing house Normal clearinghouse: 1) 1st house: 1st house normally stands at 10 a.m. to 11a.m 2) 2nd house: 2nd house normally stands after 3 p.m. and it is known as return house.

Same day clearing house: 1) 1st house: 1st house normally stands at 11 a.m. to 12 p.m 2) 2nd house: 2nd house normally stands after 2 p.m. and it is known as return house. • Who will deposit cheque for Clearing: Only the regular customers i.e. who have Savings, Current, STD & Loan Account in the bank can deposit cheque for collection of fund through Clearing house.

3.12 Accounts Section Accounts Department is called as the nerve Centre of the bank. In banking business, transactions are done every day and these transactions are to be recorded properly and systematically as the banks deal with the depositors’ money. . Improper recording of transactions will lead to the mismatch in the debit side and in the credit side. To avoid these mishaps, the bank provides a separate department; whose function is to check the mistakes in passing vouchers or wrong entries or fraud or forgery. This department is called as Accounts Department. If any discrepancy arises regarding any transaction this department report to the concerned department.

Besides these, the branch has to prepare some internal statements as well as some statutory statements, which are to be submitted to the Central Bank and the Head Office. This department prepares all these statements.

Analysis & Findings 4.1 Sample Survey I have selected four banks from different generation like premier Bank, Dutch-Bangla Bank, BRAC bank and National Bank to compare the quality and satisfaction level of customer services with Prime Bank Limited. One investigator has prepared a questionnaire for the clients of the above selected banks to compare some common and basic services within customer service. The target sample will be 100 and 20 will be from each bank.

4.2. Graphical Representation of Survey Results Now the survey result is highlighted by graphical representation in percentage basis as follows: Table-01: Occupation of the Respondent Customers No Type of Occupation Number of Respondents

1 2 3 4 5 6 7 8

Clerical Services Managerial Services Technical Services Professional Services Trade Industrialist Housewife Student

Prime Bank 1 3 2 6 3 2 2 1

Premier Bank 2 5 1 3 5 1 1 2

DutchBangla 0 2 3 7 2 3 2 1

NationalBank

BRAC Bank

2 4 1 3 3 5 1 1

1 3 2 5 4 2 1 2

Prime Bank Premier Bank Dutch-Bangla National Bank

an ag

In

T ra d e du st ria lis H t ou se w i fe S tu de nt

BRAC Bank

M

C

le ri

ca

lS er vi er ce i a T s lS e ch e n rv P ic ic ro a es lS fe ss e rv io ic n al es S er vi ce s

8 7 6 5 4 3 2 1 0

The graph represents here that about 30% customers of PBL are from professional services, 15% from managerial services and trade. And the rest is from clerical services, technical services, industrialist, housewife and student. In premier Bank about 50% customers are from managerial services and trade. In DBBL largest group is from professional services and in National Bank the largest group of customers is industrialist and in BRAC Bank more percent of customer are from professional service & Trade.

Table-02: Reason for choosing Bank No

Types

Number of Respondents

1

Size of the Bank

Prime Bank 3

Premier Bank 2

DutchBangla 2

National Bank 5

BRAC Bank

2

Reputation of the Bank

6

3

5

5

2

3

Location of the Bank

5

7

4

4

8

4 5

Network of the branch Personal Relationship

3 3

3 5

3 6

5 1

0 8

2

9 8 7 6 5 4 3 2 1 0

Prime Bank Premier Bank Dutch-Bangla National Bank

at io

er so na l

Re l

th e of

P

or k Ne tw

ns hi p

br an ch

Ba nk he of t

Lo ca t io n

Re pu ta t io n

Si

ze

of t

of t

he

he

Ba nk

Ba nk

BRAC Bank

In this graph, it is seen that in DBBL 55% clients have come for reputation of the Bank and location of the branch. And the rest has come for size of the Bank, network of the branch and personal relationship. In other Banks the clients opened their account for almost the same reasons but in BRAC Bank 80% clients joined there by personal relationship and for location of the branch.

Table-03: Satisfaction with the Branch Location No Types

1

Yes

Prime Bank 18

2

No

2

Premier Bank 14

DutchBangla 20

National Bank 18

BRAC Bank

6

3

1

0

25 20 Prime Bank 15

Premier Bank Dutch-Bangla National Bank

10

BRAC Bank 5 0 Yes

No

Number of Respondents

20

From the survey, we can see that in PBL 90% customers are satisfied with the branch location, in premier Bank 70% customers are satisfied, in DBBL 75% customers are satisfied, in National Bank 95% customers are satisfied and 100% customers of BRAC Bank are satisfied with their branch location. A very few is dissatisfied with the branch location.

Table-o4: Formalities that the Bank asks for opening an account No Types Number of Respondents Prime Premier DutchNational BRAC Bank Bank Bangla Bank Bank 1 Excellent 10 13 17 14 15 2 Very good 3 3 3 2 3 3 Good 2 3 0 3 0 4 Satisfactory 4 1 0 1 0 5 Dissatisfactory 1 0 0 0 2 18 16 14 12 10 8 6 4 2 0

Prime Bank Premier Bank Dutch-Bangla National Bank

Sa t is fa ct or y D is sa t is fa ct or y

oo d G

go od Ve ry

Ex ce lle nt

BRAC Bank

Only 50% customers of PBL have graded the formalities Bank asks for opening an account as excellent and the rest is divided in other grades like very good, good satisfactory and dissatisfactory but the percentage for dissatisfactory is very less. In Commercial Banks the formalities to open an account are maintained very strictly. That’s why I think; only 50% are satisfied with the account opening formalities. In premier, Dutch-Bangla and National Bank the percentage of dissatisfied customers is zero percent.

Table-05: Formalities that the bank asks for providing loans & advances No

1 2

Types

Excellent Very good

Prime Bank 12 5

Number of Respondents Premier DutchNational Bank Bangla Bank 10 17 10 4 1 4

BRAC Bank 11 5

3 4 5

Good 1 Satisfactory 2 Dissatisfactory 0

2 3 1

1 3 2

2 2 0

Prime Bank Premier Bank Dutch-Bangla National Bank

Sa t is fa ct or y D is sa t is fa ct or y

oo d G

go o

d

BRAC Bank

Ve ry

Ex ce l le nt

18 16 14 12 10 8 6 4 2 0

2 0 0

85% customers in DBBL are satisfied with the formalities, Bank asks for loans and advances.

But in PBL only 60% are satisfied. The main reason for not choosing the formalities might be the strictness. Similarly, in premier and National Bank only 50% customers are satisfied with the formalities. In Prime bank, DBBL & BRAC Bank there is no one dissatisfied with the formalities.

Table-06 (A): Time it takes to give payment against a cheque No Types Number of Respondents Prime Premier DutchNational Bank Bank Bangla Bank 1 Within 5 mins 12 15 9 11 2 Within 10 mins 2 1 6 3 3 Within 15 mins 0 2 0 1 4 Within 20 mins 0 0 0 1 5 Depends on the amount 6 2 5 4

BRAC Bank 7 11 1 0 1

16 14 12

Prime Bank

10

Premier Bank

8

Dutch-Bangla

6

National Bank

4

BRAC Bank

2 0 Within 5 mins

Within 10 mins

Within 15 mins

Within 20 mins

Depends on the amount

In my survey, 60% customers in PBL are very satisfied with the time it takes to give payment against a cheque because it takes only 5 minutes to give a payment. And 30% think it depends on the amount of the money. So, maximum customers in PBL are satisfied with this formality. In BRAC Bank, maximum customers said that the payment might be done within 10 minutes. Also, in premier Bank 75% clients think that it is done within 5 minutes.

Table-06 (B): Time it takes for depositing money No Types Number of Respondents Dutch- Premier Prime National BRAC Bank Bangla Bank Bank Bank 1 Within 3 mins 9 6 9 4 9 2 Within 5 mins 3 8 4 5 4 3 Within 10 mins 2 0 0 3 2 4 Within 15 mins 1 1 0 1 1 5 Depends on the amount 5 5 7 7 4 In the graph, it is seen that 45% customers in COMMERCIAL BANKS , DBBL and BRAC Bank can deposit their money within 3 minutes. In premier Bank 40% can deposit money within 5 minutes and 25% in COMMERCIAL BANKS and premier and 35% in DBBL and 35% clients of National Bank think that it depends on the amount of the money.

Table-07: Satisfaction in the case of interest rate No Types Number of Respondents Prime Premier DutchNational Bank Bank Bangla Bank 1 Excellent 10 12 7 12 2 Very good 3 4 2 7 3 Good 4 2 4 1

BRAC Bank 11 3 4

4 5

Satisfactory Dissatisfactory

3 0

2 0

3 4

0 0

2 0

14 12 Prime Bank

10

Premier Bank Dutch-Bangla National Bank BRAC Bank

8 6 4 2

D

iss a

tis fa ct o

ry

y fa ct or tis

d

Sa

G oo

go ry Ve

Ex

ce

lle

od

nt

0

In PBL 85% are very satisfied with the interest rate in the case of depositing and lending money.

In premier Bank maximum are very satisfied with rate. In DBBL some customers are not satisfied and National Bank and BRAC Bank are also offering high rates to encourage people to deposit money in their bank.

Table-08: About the yearly Charge No

1 2 3 4 5

Types

Excellent Very good Good Satisfactory Dissatisfactory

Prime Bank 7 7 3 2 1

Number of Respondents Premier DutchNational Bank Bangla Bank 11 10 9 5 8 3 1 2 5 3 0 1 0 0 2

BRAC Bank 9 5 3 3 0

12 10 Prime Bank Premier Bank Dutch-Bangla National Bank BRAC Bank

8 6 4 2

to ry iss at is fa ct or y

fa c

D

Sa tis

G oo d

od go

Ve ry

Ex ce lle

nt

0

About 70% customers in PBL are satisfied with the yearly charge. But in DBBL 90% are very satisfied with the yearly charge. In PBL the charge of online, pay order, D.D. or T.T. is higher than any other surveyed banks. So, some customers are dissatisfied with the charge. But in DBBL the account holders do not have to pay any charge for the D.D., T.T., pay order etc. and the yearly charge is much lower than PBL. Table-09: About the behavior of the employees No Types Number of Respondents Prime Premier DutchNational Bank Bank Bangla Bank 1 Very friendly 15 11 9 8 2 Friendly 3 7 2 3 3 Satisfactory 2 2 5 5 4 No comment 0 0 4 3 16 14 12

Prime Bank

10

Premier Bank

8

Dutch-Bangla

6

National Bank BRAC Bank

4 2 0 Very friendly

friendly Satisfactory

No comment

BRAC Bank 13 2 5 0

From the survey, it is clear that maximum customers are very satisfied with the cooperation of the employees in PBL . Also BRAC Bank is trying to co-operate their customers at their best.

Recently, the private banks are giving more emphasize on the employee behavior training to improve the relationship with customers.

4.3 Comparative Findings and Analysis In every research, it is essential to find out the analysis of the study and follow the findings as a guideline of development of the project. This research was mainly done on the customer services and the customer’s satisfaction about the overall services of existing private sector Banks.

The number of customers that were surveyed totaled to about 100 account holders of different Banks. From the study, it is seen that most of the customers are more or less satisfied with their services. Focus was on the common problems that they face in their Bank, reveal their expectations about the customer service and gave probable suggestion to solve these problems.

Spontaneous reasons were found from the clients regarding these issues. a. Characteristics of the customers The main characteristics of the customers are as follows: Age of the customers The average age of the sample customers was found 38 years. 20% were above 50 years, 25% were 41-50 years, 30% were 31-40 years and 25% were 21-30 years. So most of the customers were within the age group of 21-50 years.

Occupation of the customers About 60% customers of Commercial Banks are job holders. The next highest numbers, 15% of Commercial Bank’s customers are Trader and 10% are industrial; and the rest 15% are housewife and students.

Annual income of the customers Annual income of 35% sample customers was Tk. 500,000 to Tk. 1,000,000 and above.

40% of the customer’s annual income was between Tk. 100,000 to Tk. 500,000.

Customers by type of accounts 35% of DBBL’s customers hold current account and 65% savings account. Customers of DBBL ’s are mostly middle aged, relatively better educated, and concentrate in the professions like trade and managerial services with better annual income. b. Nature of services received by the customers The respondent customers indicated about a dozen of services that are rendered to them by both the banks from time to time. The se includes, i.

Advising about the types of deposits and loans ii.

Asking for formalities/documentation for opening accounts and loans and advances iii.

In the collection of cheques and other instruments. iv.

In the arrangements of remittance facilities v.

In offering locker services c. Reasons for choosing: The order of preference differs between commercial banks ’s customers. In aggregate the factors, which are considered in choosing a Bank, sre given below in order of rank: i.

Quality of services and location of a Bank a( 55%) ii.

Personal relationship iii.

Financial conditions of the Banks ( 15%)

iv.

Privatized bank & size of the bank (15%) d. Causes of dissatisfaction: The respondent customers were asked with an open-ended question to state the reasons of their dissatisfaction with the banks services. Most of the customers stated more than one reason. Some of these are, impolite behavior of the bank employees, delay in paying cash, formalities in opening account and education of levy etc.

4.4 Personal Observation on Different Private Sector Banks A. Premier Bank Limited: I. Chequebook: The account name and number are printed in the chequebook. If a client wants to take a chequebook, first time to give the requisition slip to the customer service and second time to receive the chequebook. It takes one day to prepare the chequebook.

II. Charges on Pay Order, D.D, T.T: There are different slabs of amount on which charge varies. Charge is reduced with the increasing of amount. Usually, there is a discount if at the amount is more than 1 lac.

III. Evening Banking: Most of the branches of Premier Bank operate evening banking. So, customers are getting more flexibility to deposit or withdraw money or transfer fund from one branch to another branch. Also it makes the business more comfortable to its owners.

IV. Suggestion or Complain Option: At Premier Bank Limited, Customers have the option to give the suggestions or complains directly to the high officials. So, the Premier Bank introduces a call centre where a customer can complain or provide any kind of suggestion for better customer service.

V. Online Services: The Bank is providing online services but it is not a centrally online system. So, the customer who has the online account will be able to deposit or withdrew or transfer their fund to any other branch. It is also very important that there is no charge for online transactions.

VI. Money Transfer: At Premier Bank, any customer can transfer money locally very quickly. But to transfer money in abroad is a lengthy process. This process is done in SWIFT (Society for worldwide international financial transaction). It takes more time.

VII. Visa Credit Card: The premier Bank has visa credit card for domestic and international use. By the visa credit card the customers can buy the product on credit. If the customers pay his bill on next billing period or before 11 of the month, no interest has been charged.

Recently, it introduced international credit card.

B. Dutch-Bangla Bank Limited: Chequebook: In DBBL, chequebook is issued within a few minutes after giving the requisition slip to the customer services. So, customers do not need to waste their time. They can easily collect chequebook.

I. Charges on Pay Order, D.D, T.T: The account holders do not need to pay any charge for pay order, D.D, or T.T or any online transaction.

II. Online Facilities: All the branches of DBBL are operated by centrally online system. So, any customer can be able to do any transaction at any branch. No matter, where he was the account and the clients do not have to pay any charges for online transaction.

III. Data Centre: DBBL has the largest data centre in Bangladesh. So, customers are getting very quick services and various operations are made through online in a very short time.

IV. ATM & Debit Card: The Bank delivers the ATM & debit card to all the account holders within seven days of opening an account. Also, by using ATM card any client can make over drew but there are some conditions. Clients are also be able to pay utility bills through ATM. V. Point of Sell (POS): DBBL has delivered 5000 POS machines to different shops and markets at different important locations at Dhaka and other city. So, people will be able to do their shopping from anywhere (POS holder) at different big city without bearing any risk.

C. National Bank Limited I. Western Union Money Transfer: Joining with the world’s largest money transfer service “Western Union”, NBL has introduced Bangladesh to the faster track of money remittance. Now money transfer between Bangladesh and any other part of the globe is safer and faster than ever before. This simple transfer system, being on line eliminates the complex process and makes it easy and convenient for both the sender and the receiver.

II. ATM service: National Bank Limited has introduced ATM service to its customers.

NBL ATM card will give the distinguished clients the opportunity to withdraw cash at any time, even in holidays, 24 hours a day, 7 days a week.

III. Credit Card: Through its credit card, NBL has brought a new life style concept in Bangladesh. Now the dangers and the worries of carrying cash money are memories of the past. Credit card comes in both local and international forms, giving the client power to buy all over the world.

IV. Saving Insurance Scheme: This scheme is the first of its kind in Bangladesh. It combines the benefits of regular savings and insurance scheme; so, anyone gets the usual rate in interest in the deposited amount while he/she enjoys the protection of a comprehensive insurance coverage.

D. BRAC Bank Limited: I. Chequebook: When a customer opens a new account then chequebook is delivered at that time in name of welcome account with containing 5 pages. At that time, the customer gives requisition slip to the customer service for his/her original chequebook. So that, when he/she will come to bank, collects his/her chequebook.

II. Pay Order, D.D,T.T & Other Instruments: Usually the pay order, demand draft, telegraphic transfer, pay slip, FDR receipt etc are given to the clients by printing the particulars. So, the instruments look very organized and it saves time of their valued clients.

III. Online Facilities: All the branches of BRAC Bank are operated by centrally online system. So, any customer can be able to do any transaction at any branch. No matter, where he has the account and the clients do not have to pay any charges for online transaction.

IV. Products & Services: The Bank offers some exclusive and verities services to the clients like premium term deposit, deposit premium scheme, ABIRAM-Fixed deposit, salary loan, pathshala loan, apurbo loan, life style loan, Teachers loan, High flyer loan etc.

V. Credit Card: BRAC Bank provides local and international credit card facilities with very less interest and charges.

VI. ATM Card: BRAC Bank Provides ATM facilities by which customer can withdraw money any time and also can deposit money with ATM machine.

VII. Benefits of CD or SB Account:  No restriction on the number of withdrawals  No restriction on the amount or size if a withdrawal  No requirement for notice to be given before making a withdrawal E. Prime Bank Limited I. Online Facilities: Out of 66 branches, 34 branches are fully online and other branches would provide online facilities by 2008.

II. Master Card: The special feature of the Prime Bank Master card is that it bears the cardholders photo on the card, which is the first of its kind in Bangladesh and adds security against misuse. Prime Bank Limited issues 4 types of cards. These are Gold Local & international and silver local & international.

III. ATM Card: Prime Bank issue ATM card to its customers by which clients can withdraw money at any time whenever they needed.

IV. Job Rotation: In Prime Bank Limited, the management has the job rotation practice.

So, employees are getting chance to be expert in all the fields and customers are also getting services very fast and smoothly.

V. Pay Order, D.D, and T.T: The person who has an account in COMMERCIAL BANKS , only he or she can apply for pay order, D.D, T.T in this Bank. So, without an account nobody can do any PO, DD, and TT. VI. One Stop Service: In COMMERCIAL BANKS the customer service provides one stop service. So, the clients can easily do their transactions in a very short time. Here the clients do not need to stand in the line or need not wait for the serial.

VII. Western Union Money Transfer: Prime Bank facilitates the western union money transfer.

4.5. Problems of Customer Services The respondent Bank employees face the following problems in rendering customer services: 1. Some Customers do not understand form 2. Refusing to provide introducer or photo for opening accounts.

3. Cheques, deposits slips are not to be written properly.

4. Some customers are not interested on not able to write D.D, T.T, pay order voucher.

5. Misbehavior of some customers.

6. Lack of education and of adequate knowledge of general banking peoples in our country are not interested in involving bank activities.

7. Failure of the electricity created problems to be done properly.

8. The telephone network of our country will have not been expended developed.

9. Not adequate knowledge for the development of a decent banking culture in the country.

5.1 Conclusion The Bank is committed to offer excellent customer service to remain ahead of competition.

Customer service performs the core functions of the bank, operated the day-to-day transactions, all other department is linked with these departments. This is very important to satisfy a

customer in this sector because the customers usually make judgment about the quality of services depending in how much satisfaction they are getting from the customer services.

After comparing the interviews, it has been seen that the customers are more or less satisfied with the overall services of customer service and the behavior of employees. They also have some complains which make them unsatisfied in some cases. From the survey we have noticed that the customers prefer prompt service, online banking services, want to avoid more formalities for issuing DD, TT, PO, Opening account etc. So commercial banks could try heard & soul to please those customers in a smart & trusting way. The Dutch-Bangla Bank Ltd. has been put in the top of all the commercial Banks for online Banking (ATM) services. The Bank provided great value for our customers by developing wide range of products and services.

The Bank redesigning its customer service improvement program and related activities are continuously being developed, renewed and implemented with the objective of providing excellent service to their customers. There is a word in business sector “A Company must diminish from the market when it ceases to serve its customer.” So it is necessary to provide quality of services to make customer satisfied. Thus, an organization can achieve its goal successfully.

5.2 Recommendation 1. Bank employees should be more diplomatic for acquiring information of the customers.

2. A bank employee requires more patients for the misbehavior of customer.

3. To provide proper education to the customer concerning general banking services.

4. Government and private sector should give adequate knowledge for the development of a decent banking culture in the country.

5. Management information system should immediately be developed.

6. Making correspondence and good behavior with the customers.

7. Call centre can be established for receiving complains and suggestions.

8. All the tasks should be equally distributed to all the employees.

9. The charge of PO, DD, TT etc can be exempted in the case of Commercial Banks customers.

10. Fund transfer, payment of utility bill, balance enquiry can be done through internet.

11. When a customer open a new account then a chequebook can be delivered at that time in name of welcome account with containing 5 pages.

12. It is noted that “delay in service” is one of the problems faced by the Bank customers.

Attempts should be made to strengthen the banking procedure. Front line cashiers may be empowered to entertain cheques up to a certain limit on an experimental basis which will save time and cost on the one hand and improved the banking service in the other hand.

13. It is intended to identify the types of services suggested by Bank customers to be rendered by Banks, Services that are desired by depositors are given below:  Prompt banking service.  Giving security guarantee.  Payment of various bills  Cash deposit by ATM.

Bibliography 1. Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share and profitability. Journal of Marketing, 58(3), 53-66.

2. Asubonteng, P., McCleary, K. J., & Swan, J. E., (1996). SERVQUAL revisited: a critical review of service quality. Journal of Services Marketing, 10(6).

3. Christopher, M., Payne, A., & Ballantyne, D. (1993). Relationship Marketing: Bringing Quality. Customer Service and Marketing Together, Butterworth-Heinemann, Oxford, UK. 4. Collet, D., Lancier, P., & Olliver, D. (1990). Mesurer la qualite dans le tertiare. Travailet MeÂthodes, 3-12.

05. Annual Report of Dutch-Bangla Bank Limited, Prime Bank Limited, Premier Bank Limited, National Bank Ltd, Exim Bank Ltd, Dhaka Bank Ltd. 06. Web site of Dhaka Bank Ltd., Standard Chartered Bank Ltd, City Bank Ltd, Grameen Phone Ltd. 07. Managing Core Risk in Banking ( Crerdit Risk Management)- Bangladesh Bank.

08. Different Dissertation reports (Library of BIU) which have already been submitted to Bangladesh Islami University, previous years.

09. www.DBBL.com.bd, www.DBBL.com.bd