Executive SummaryFor Project Report under the Faculty of Business Administration of University of Science & Technology Chittagong (USTC) is an obligatory part for all students. The report includes the practical knowledge and information observed and obtained during the program. As an employee I was appointed to the Mercantile Bank Limited, Dagonbhuiyan Branch. My topic was determined as ““Practices of General Banking Operations”. This report mainly emphasizes on General Banking. The organizational structure of Mercantile Bank Limited and its operation in Feni as well as in Bangladesh have been identified through this report, which had been observed during the 2- Months long practical period of the author. MBL has started its journey as a Private Commercial Bank on May 20, 1999. MBL has its prosperous past, glorious present, prospective future and under processing projects & activities. The expectation of all class businessman, entrepreneurs and general public is much more to MBL. The objective of this study is to know the General Banking Operation of MBL and to find out the problem of the bank particularly relating to the General Banking operations. All operations of the bank are performed under three major departments ‘General Banking’, ‘Foreign Exchange’ and ‘Loan & Advance’. General Banking: General banking includes the customer service (Account opening & Closing, Remittance, Clearing, Account and Cash department). To be a customer of the bank, a person must have a agreement with the bank, which is the legal basis of Banker-Customer relationship. By opening an account a person can be a customer of the bank. In MBL, there are mainly three types of deposit – (1) Demand Deposit (2) Time Deposit and (3) Scheme Deposit. 1 Foreign Exchange: Foreign Exchange means exchange of foreign currency between two countries. There are three types of foreign exchange transactions: Import Export Foreign remittance. Loan & Advance: Credit is the confidence of the lender in the ability and willingness of the borrower to repay the loan at a future date. It is generally believed that confidence is the basis of all credit transactions. The fundamental principals upon which credit is generally based are Character, Capacity, Capital, Collateral & Condition (5C’s). Lending is a function that is crucial to the banker because of the associated risk and profit potential. Quality of lending depends on Safety, Security, Liquidity, Purpose, Profitability, Social and Mercantile interest. The Key Parts Of The Report Are: 1. An Overview Of MBL 2. Performance Evaluation Of MBL 3. Analysis Of Customer Satisfaction Of MBL 4. General Banking Operations 5. Finding & Recommendations I have collected data and information from Bank’s annual reports, circulars bank profile and published books. 2 CHAPTER # ONE BACKGROUND OF THE STUDY INTRODUCTION OBJECTIVES OF THE STUDY SCOPE OF THE STUDY LIMITATIONS OF THE STUDY 3 1.1. INTRODUCTION: There are different types of bank in the country, such as Govt. Commercial bank (like Sonali Bank), Pvt. Commercial bank (like NBL, EBL, AB Bank, Southeast Bank etc); Sariah based bank (like Islami Bank, SIBL, AL-Arafah Islamic Bank etc) and Agricultural Bank. In the light of those Banks I have accomplished my practical from a commercial Bank, which is Mercantile Bank Ltd. in Dagonbhuiyan Branch. The organizational structure of Mercantile Bank Ltd. & its operation in Feni as well as in Bangladesh have been discovers through this report. I have tried my best to use this opportunity to enrich my knowledge on banking system. After observing thoroughly, I have prepared this report on the basis of the findings and observation relating to the topic. 1.2. OBJECTIVES OF THE STUDY: # Immediate objectives: To know the present operations system of Mercantile Bank Ltd. To find out improve the functions of the MBL in respect of CD A/C, SB A/C, FDR etc. To find out strategic growth rate (Benefit cost ratio, & other Economic Sources of Income). To describe different sections of General Banking. To Find out problems related with General Banking # Long term objectives: To develop General Banking system of MBL, Dagonbhuiyan Branch. To find out contribution of MBL, Dagonbhuiyan Branch, Feni in banking sector of Bangladesh. 4 1.3. SCOPE OF THE STUDY: Mercantile Bank Limited is one of the leading private banks in Bangladesh. The scope of the study is limited. The present study is an attempt to evaluate the general banking operations out of total banking system under Dagonbhuiyan Branch of MBL. Scope of this study has been described in two grounds: Organizational Scope: During Practical period in MBL, Dagonbhuiyan branch, among all the departments of MBL, General Banking was emphasized. Field Scope: The study has been started after completing the MBM course and continued for two months. The primary and secondary data were collected from different sources of MBL and got full support from the officials of the MBL. 1.4. LIMITATION OF THE STUDY: A Wholehearted effort was applied to complete the practical program and to bring a reliable & fruitful result. In spite of having the wholehearted effort, there exit some limitations. The limitations were as follows: Some data could not been collected for confidentiality or secrecy of the management. The data required for sufficient analysis for writing report couldn’t be collected due to excessive workload. In many cases Up-to-date information is not published. Large-scale research wasn’t possible due to constraints & restrictions posed by the organization. 5 CHAPTER # TWO METHODOLOGY OF THE STUDY METHODOLOGY DATA COLLECTION DATA PROCESSING AND ANALYSIS QUANTITATIVE RESEARCH QUALITATIVE RESEACH 6 2.1. METHODOLOGY OF THE STUDY: A Method involves a process or techniques in which various stages or steps of Collection data / information are explained & the analytical techniques are defined. A dictionary of social services, “ Methodology is the systematic and logical study of the principles guiding scientific investigation”. This research elaborates the study of the system of Mercantile Bank Limited. 2.2. DATA COLLECTION: In preparing this report I have collected data and information from the following sources. Primary Sources: Primary data were collected with the help of information discussed and observed. Face to face daily conversation with the facilities of MBL trade service. Observation Doing work by hand Conducting with customers & staffs of the bank Secondary Sources: Secondary data were collected with the help of the followings: Annual Reports of the Mercantile Bank Ltd. Data from published Reports of different organization Viz Bangladesh Bank, PB etc. Different Books, Journals, News Papers etc. Web Sites of MBL (www.mblbd.com.) 2.3. DATA PROCESSING AND ANALYSIS: Analysis & interpretation of data have been carried with the help of computer & manually. Statistical tools have been used in the analysis of data. The secondary data that have been considered in this study are as follows: The Income Statement. Balance Sheet. Statement of cash flow. Directors’ Report. Primary data is based on interviews of key personal of Mercantile Bank Limited. 2.4. QUNTITATIVE RESEARCH: 7 Quantitative research is a more logical and data led approach which provides a measure of what people think from a statistical and numerical point of view. For example, if you wanted to know how many of your customers support a proposed change in your products or service and how strongly (on a scale) they support it. Quantitative research can gather a large amount of data that can be easily organized and manipulated into reports for analysis. How to do it: Quantitative research largely uses methods such as questionnaires and surveys with set questions and answers that responds tick from a predefined selection. Answer can be measured in strengths of feeling such as “strongly agree” “disagree” or number such as scales out of 10. This from of research is very fixable in terms of how it’s carried out such as through the post, online or even over the phone. 2.5. QUALITATIVE RESEARCH: Unlike quantitative research which relies on numbers and data, qualitative research is more focused on how people feel, what they think and why make certain choices. For example, if you are thinking of changing your branding you would carry out qualitative research to see what emotional reaction people have to the new identity and what they associate it with. How to do it: Qualitative research is largely led with discussion around certain or ideas with open questioning. Attendees are encouraged to explain or describe their reason for having certain responses which can reveal underlying motivations, associations and behavioral triggers. The most common form of qualitative research consists of focus group relevant to the target market or one to one interviews, conducted face to face or over the telephone. 8 CHAPTER # THREE OVERVIEW OF MERCANTILE BANK LIMITED HISTORICAL BACKGROUND OF MBL OBJECTIVES OF MBL MISSION & VISSION OF MBL BUSINESS GOAL OF MBL ORGANOGRAM OF MBL CLASSIFICATION OF BANK PRODUCT MAIN DEPARTMENTS OF MBL 9 3.1.HISTORICAL BACKGROUND OF MBL: Mercantile Bank limited has its prosperous post, glorious present, prospective future & under processing projects & activities. Established as the first private sector bank fully owned by Bangladeshi entrepreneurs, MBL has been flourishing as the largest private sector bank with the passage of time after facing many stress & strain. The member of the board of directors is creative businessman and leading industrialist of the country. The emergence of Mercantile Bank limited in the private sector is an important event in the banking arena of Bangladesh. When the nation was in the grip of severe recession, Govt. took the farsighted decision to allow in the private sector to revive the economy of the country. Several dynamic entrepreneurs came forward for establishing a bank with a motto to revitalize the economy of the country. Mercantile Bank limited was born as the first hundred percent Bangladeshi owned Bank in the private sector. From the very inception it is the firm determination of Mercantile Bank Limited to play a vital role in the Mercantile economy. A representative office was established in Yangon, Myanmar in October 1999 by MBL & obtained permission from the Govt. of Bangladesh to handle border trade with Myanmar. As a result MBL will be able to build a strong root in inter Mercantile Banking horizon. Bank has been drawing arrangement with well conversant money transfer service agency “Western Union”. It has a full time arrangement for speedy transfer of money all over the world. 10 3.2.OBJECTIVES OF MBL: Bringing modern banking facilities to the doorstep of general public through diversification of banking services, thereby arousing saving propensity among the people. To build up strong pillar of capital. To discover strategies for achieving systematic growth. To improve & broaden the range of product and services. To develop human resources by increasing employment opportunities. To create congenial atmosphere so that the client becomes interested to deal with the Mercantile Bank Limited. To keep business morality. To develop welfare oriented banking services. To offer highest possible benefit to customer. 3.3.MISSION & VISION OF MBL: Mission and Vision of Mercantile Bank Limited are given below: 3.3.1 MISSION: With a view to achieving commercial objectives of the bank, MBL’s sincere and all efforts stay put unabated. Respected clients and shareholders are attracted to MBL for their transparency, accountability, social commitments & high quality of clientele services. 3.3.2 VISSION: To establish as a top grade efficient bank through best application of modern information technology in Business activities, offering high standard clientele services and proper coordination of foreign trade business is the core of vision of MBL. 3.4.BUSINESS GOAL OF MBL: To patronize, sponsor and encourage games & sports, entertainment and other socio-economic activities, alongside providing the best services to the clients. 11 3.5.ORGANOGRAM OF MBL: Chairman Of Board Board Of Directors Managing Director Assistant Managing Director Deputy Managing Director Senior Executive Vice President Executive Vice President Senior Vice President Senior Assistant Vice President Assistant Vice President Senior Principle Officer Principle Officer Officer Probationary Officer Junior Officer 12 3.6.CLASSIFICATION OF BANK PRODUCT: In chart given below we find different products / services generally made available by a bank: Product Deposit Advance Inter Mercantile Banking Consultancy Miscellaneous Time Demand - Tax Consultancy - Self-Custody - Marcent Banking - Credit Cards - Travelers - Project Counseling - Cheques - Investment Counseling - Sale Of Drafts - Standing - Instructions L/C Foreign Currency Fund Oriented Non-Fund Oriented - Term Loans - Guarantees - Clean Loans - Letter Of Credit - Bills Discounting - Pre-Shipment - Post-Shipment - Lines Of Credit - Secured - Unsecured - Overdraft 13 3.7.MAIN DEPARTMENTS OF MBL (DAGONBHUIYAN BRANCH): The main departments of Mercantile Bank Dagonbhuiyan Branch are in the below: MBL GB Foreign Advance Accounts Administration & Establishment Exchange Import Export Cash Deposit Remittance (local) & Clearing Foreign 14 CHAPTER # FOUR LITERATURE REVIEW ON GOUND OF SERVICE MARKETING SERVICE MARKETING SERVICE MARKETING IN BANKING SECTORS 7P,S OF SERVICE MARKETING IN BANKING SERVICE SERVICE MARKETING MIX IN BANKING SECTOR DELOPMENT IN MARKETING SCOPE AT THE ASPECTS OS SERVICE MARKETING 15 4.1.SERVICE MARKETING: Service marketing is a sub field of marketing which covers the marketing of both goods and services. A goods marketing includes the marketing of fast moving consumer goods (FMCG) and durables. Services’ marketing typically refers to the marketing of both business to consumer (B2C) and business to business (B2B) services. Common examples of service marketing are found in telecommunications, air travel, health care, financial services, all types of hospitality services, car rental services, and professional services. A service, according to Vargo and Lusch (2004), is ‘the application of specialized competences (knowledge and skills) through deeds, processes, and performances for the benefit of another entity or the entity itself. Services are economic activities, rather than tangible products, offered by one party to another. Rendering a service to recipients, objects, or other assets depends on a time- sensitive performance to bring about the desired result. In exchange for money, time, and effort, service customers expect value from access to goods, labor, professional skills, facilities, networks, and systems; but they do not normally take ownership of any of the physical elements involved. 4.2.SERVICE MARKETING IN BANKING: ACCORDING TO; PROF DR. GUNAL ONCE Dokuz Eylul University Faculty of Economics and Business Marketing Department ………………………………………………………………………………………… 4.2.SERVICE MARKETING IN BANKING: Marking approach in banking sector had taken significance after 1950 in western countries and then after 1980 in turkey. New banking perceptiveness oriented toward market had influenced banks to create new market. Banks had started to perform marketing and planning techniques in banking in order to be able to offer their new service efficiently. Marketing scope in banking sector should be considered under the service marketing framework. Performed marketing strategy is the case which is determination of the place of financial institutions on customers mind. Bank marketing does not only includes service selling of the bank but also is the function which gets personality and image for bank on its customers, mind. On the other hand, financial marketing is the function which relates uncongenially, differences and non similar application between financial institutions and judgments standards of their customer. 16 The reason for marketing scope to have importance in banking and for banks to interest in marketing subject can be arranged as: Change in demographic structure: Differentiation of population in number and composition affect quality and attribute of customer whom benefits from banking service. Intense competition in financial service sector: The competition became intense due to the growing international banking perceptiveness and recently being non limiting for new enterprises in the sector. Increase in liberalization of interest has intensified the competition. Bank’s wish for increasing profit: Banks have to increase their profits to create new markets, to protect and develop their market shares and to survive on the basis of intense competition and demographic chance levels. The marketing comprehensions that are performed by banks since 1950 can be shown as in following five stages. 1. Promotion oriented marketing comprehension 2. Marketing comprehension based on having close relations for customers 3. Reformist marketing comprehension 4. Marketing comprehension that focused on specializing in certain areas 5. Research, planning and control oriented marketing comprehension. 4.3. 7 P’S OF SERVICES MARKETING IN BANKING SERVICES: According to Head of the Department, Department O Business Management, Sri Vasavi College Erode ………………………………………………………………………………………….. INTRODUCTION Wherever there is uncertainty there is risk. We do not have any control over uncertainties which involves financial losses. The risks may be certain events like death, pension, retirement or uncertain events like theft, fire, accident, etc. Insurance is a financial service fro collecting the savings of the public and providing them with risk coverage. The main function of Insurance is to provide protection against the possible chances of generating losses. It eliminates worries and miseries of losses by destruction of property and death. It also provides capital to the society as the funds accumulated are invested in productive heads. Insurance comes under the service sector and while marketing this service, due care is to be taken in quality product and customer satisfaction. While marketing the services, it is also pertinent that they think about the innovative promotional measures. It is not sufficient that you perform well but it is also important that you let others know about the quality of your positive contributions. 17 1. PRODUCT A product means what we produce. If we produce goods, it means tangible product and when we produce or generate services, it means intangible service product. A product is both what a seller has to sell and a buyer has to buy. Thus, an Insurance company sells services and therefore services are their product. In India, the Life Insurance Corporation of India (LIC) and the General Insurance Corporation (GIC) are the two leading companies offering insurance services to the users. Apart from offering life insurance policies, they also offer underwriting and consulting services. 2. PRICING With a view of influencing the target market or prospects the formulation of pricing strategy becomes significant. Expenses : The cost of processing, commission to agents, reinsurance companies as well as registration are all incorporated into the cost of installments and premium sum and forms the integral part of the pricing strategy. Interest : The rate of interest is one of the major factors which determines people’s willingness to invest in insurance. People would not be willing to put their funds to invest in insurance business if the interest rates provided by the banks or other financial instruments are much greater than the perceived returns from the insurance premiums. 3. PLACE This component of the marketing mix is related to two important facets **Managing the insurance personnel, and **Locating a branch. The management of agents and insurance personnel is found significant with the viewpoint of maintaining the norms for offering the services. This is also to process the services to the end user in such a way that a gap between the services-promised and services offered is bridged over. In a majority of the service generating organizations, such a gap is found existent which has been instrumental in making worse the image problem. The transformation of potential policyholders to the actual policyholders is a difficult task that depends upon the professional excellence of the personnel. The agents and the rural career agents acting as a link, lack professionalism. 4. PROMOTION : The insurance services depend on effective promotional measures. It is essential to have both personal and impersonal promotion strategies. In promoting bank 18 business, the agents and the rural career agents play an important role. Due attention should be given in selecting the promotional tools for agents and rural career agents and even for the branch managers and front line staff. They also have to be given proper training in order to create impulse buying. Advertising and Publicity, organization of conferences and seminars, incentive to policyholders are impersonal communication. Arranging Kirtans, exhibitions, participation in fairs and festivals, rural wall paintings and publicity drive through the mobile publicity van units would be effective in creating the impulse buying and the rural prospects would be easily transformed into actual Account holders. 5. PEOPLE: Understanding the customer better allows to design appropriate products. Being a service industry which involves a high level of people interaction, it is very important to use this resource efficiently in order to satisfy customers. Training, development and strong relationships with intermediaries are the key areas to be kept under consideration. Training the employees, use of IT for efficiency, both at the staff and agent level, is one of the important areas to look into. Human resources can be developed through education, training and by psychological tests. Even incentives can inject efficiency and can motivate people for productive and qualitative work. 6. PROCESS : The process should be customer friendly in bank industry. The speed and accuracy of payment is of great importance. The processing method should be easy and convenient to the customers. Installment schemes should be streamlined to cater to the ever growing demands of the customers. IT & Data Warehousing will smoothen the process flow. IT will help in servicing large no. of customers efficiently and bring down overheads. Technology can either complement or supplement the channels of distribution cost effectively. It can also help to improve customer service levels. The use of data warehousing management and mining will help to find out the profitability and potential of various customers product segments. A. Flow of activities : all the major activities of banks follow RBI guidelines. There has to be adherence to certain rules and principles in the banking operations. The activities have been segregated into various departments accordingly. 19 B. Standardization: banks have got standardized procedures got typical transactions. In fact not only all the branches of a single-bank, but all the banks have some standardization in them. This is because of the rules they are subject to. Besides this, each of the banks has its standard forms, documentations etc. C. Customization: There are specialty counters at each branch to deal with customers of a particular scheme. Besides this the customers can select their deposit period among the available alternatives. D. Number of stores: numbers of steps are usually specified and a specific pattern is followed to minimize time taken. E. Simplicity: in banks various functions are segregated. Separate counters exist with clear indication. Thus a customer wanting to deposit money goes to ‘deposits’ counter and does not mingle elsewhere. This makes procedures not only simple but consume less time. 7. PHYSICAL DISTRIBUTION: Distribution is a key determinant of success for all insurance companies. Today, the nationalized insurers have a large reach and presence in India. Building a distribution network is very expensive and time consuming. Technology will not replace a distribution network though it will offer advantages like better customer service. The physical evidences include signage, reports punch lines, other tangibles, employee’s dress code etc. A. Tangibles: banks give pens, writing pads to the internal customers. Even the passbooks, chequebooks, etc reduce the inherent intangibility of services. B. Punch lines : punch lines or the corporate statement depict the philosophy and attitude of the bank. Banks have influential punch lines to attract the customers. Banking marketing consists of identifying the most profitable markets now and in future, assessing the present and future needs of customers, setting business development goals, making plans-all in the context of changing environment. 4.4.THE MARKETING MIX IN BANKING SECTOR: ACCORDING TO; PROF DR. GUNAL ONCE Dokuz Eylul University Faculty of Economics and Business Marketing Department ………………………………………………………………………………………… 20 1.SERVICE: Recently, banks are in a period that they earn money in servicing beyond selling money. The prestige is get as they offer their services to the masses. Like other services, banking services are also intangible. Banking services are about the money in different types and attributes like lending, depositing and transferring procedures. These intangible services are shaped in contracts. The structure of banking services affects the success of institution in long term. Besides the basic attributes like speed, security and ease in banking services, the rights like consultancy for services to be compounded are also preferred. 2.PRICE: The price which is an important component of marketing mix is named differently in the base of transaction exchange that it takes place. Banks have to estimate the prices of their services offered. By performing this, they keep their relations with extant customers and take new ones. The prices in banking have names like interest, commission and expenses. Price is the sole element of marketing variables that create earnings, while other cause expenditure. While marketing mix elements other than price affect sales volume, price affect both profit and sales volume directly. Banks should be very careful in determining their prices and price policies. Because mistakes in pricing cause customers’ shift toward the rivals offering likewise services. Traditionally, banks use three methods called “cost-plus”, “transaction volume base” and “challenging leader” in pricing of their services. 3.DISTRIBUTION: The complexities of banking services are resulted from different kinds of them. The most important feature of banking is the persuasion of customers benefiting from services. Most banks’ services are complex in attribute and when this feature joins the intangibility characteristics, offerings take also mental intangibility in addition to physical intangibility. On the other hand, value of service and benefits taken from it mostly depend on knowledge, capability and participation of customers besides features of offerings. This is resulted from the fact that production and consumption have non separable characteristics in those services. Most authors argue that those features of banking services makes personal interaction between customer and bank obligatory and the direct distribution is the sole alternative. 4.PROMOTION: One of the most important element of marketing mix of services is promotion which is consist of personal selling, advertising, public relations and selling promotional tools. 5.PERSONAL SELLING: Due to the characteristics of banking services, personal selling is the way that most banks prefer in expanding selling and use of them. 21 Personal selling occurs in two ways. First occurs in a way that customer and banker perform interaction face to face at branch office. In this case, whole personnel, bank employees, chief and office manager, takes part in selling. Second occurs in a way that customer representatives go to customers’ place. Customer representatives are specialist in banks’ services to be offered and they shape the relationship between bank and customer. 6.ADVERTISING: Banks have too many goals which they want to achieve. Those goals are fro accomplishing the objectives as follows in a way that banks develop advertising campaigns and use media. 1. Conceive customers to examine all kinds of services that banks offer. 2. Increase use of services 3. Create well fit image about banks and services 4. Change customer’s attitudes 5. Introduce services of banks 6. Support personal selling 7. Emphasize well service Advertising media and channels that banks prefer are newspaper, magazine, radio, direct posting and outdoor ads and TV commercials. In the selection of media that reach this target easily and cheaply must be preferred. **Banks should care about following criteria for selection of media. 1. Which media the target market prefer. 2. Characteristics of service 3. Content of message 4. Cost 5. Situation of rivals Ads should be mostly educative, image making and provide the information as follows : 1. Activates of banks, results, programs, new services. 2. Situation of market, government decisions, future developments 3. The opportunities offered for industry branches whose development meets national benefits. 7.PUBLIC RELATIONS: Public relations in banking should provide : 1. Establishing most effective communication system. 2. Creating sympathy about relationship between bank and customer 3. Giving broadest information about activities of bank. It is observed that the banks in Turkey perform their own publications, magazine and sponsoring activities. 4.5.DEVELOPMENT IN MARKETING SCHPE AT THE ASPECT OF SERVICE MARKETING: 22 ACCORDING TO; PROF DR. GUNAL ONCE Dokuz Eylul University Faculty of Economics and Business Marketing Department ………………………………………………………………………………………… Marketing scope develops day to day. These developments carry special significance for service sector in which customer and service producer interact closely. 1.INTERNAL MARKETING: Especially in service sector like external relations, internal relations also have significance. It requires finding and keeping successful personnel. For personnel of the organization to be considered their own goals and service situation, values of the organization are sold to them. The communication techniques carried out for customers are also performed for the personnel in internal marketing and this two techniques go together. For example, the ads that aim creating firm’s image should be prepared with regarding go audience which is composed of firm’s personnel. 2.NETWORK MARKETING: This approach takes the organization as a sequence which involves producer and customer that market services to each other in the organization. In this structure, the activities of departments that compose organization would be more focused on market. This will also affect the structure of organization. 3.RELATIONSHIP MARKETING: It was mentioned that close relationship was established between producer and customer in service sector. In addition to this, life cycle of a customer relationship was also mentioned under the product outline. According to the researchers, maintaining the relationship for extant customer increases the profit of firms. It should be emphasized that this fact has an importance for service sector. Life cycle of a customer relationship is composed of three stages. At the first stage, firms try to be well known and to acquire new customers. At the second stage, the connection between customer and firm has been achieved. During the stage, firms intensified their activities for acquired customers and both of them promises mutually. At the third stage, these promises are accomplished and the service is consumed. During the stage, firms face “Reality Instants” which could possibly achieve satisfaction of customer and continuous relationship. This could be also true for second stage. So, these instants should be managed successfully. Implementation of close relations with customer successively and true applications at reality instants could not be accomplished by responsibilities of a marketing personnel. Besides, it should be remembered that consumption and 23 production of service are closely interrelated. At this context, marketing should have role not only in production-consumption between instants, but also at points that these intersect. In this case, 4P that was mentioned at second section would be insufficient. So, we could divide service marketing into two parts as specialist function (marketing mix, marketing researches) and marketing function (buyer seller interactions) Efforts in first stage in which customers are not so clear, at the customer relationship life cycle could be minimized for lasting customers. This is achieved by successful customer relations. In this approach, marketing may be defined as ; “Marketing is for establishing, keeping, developing relationship with customers in a manner that profit is got (especially in long term). So, objectives of two relevant sides would be achieved. This would be accomplished by shared promises and carrying out the promises. 24 CHAPTER # FIVE PERFORMANCE EVALUATION OF MBL FINANCIAL PERFORMANCE CALCULATION FOR RATIOS GRAPHICAL REPRESENTATION 25 5.1.FINANCIAL PERFORMANCE: Three Years Performance of MBL at a Glance (Figure In Million) Particulars 2011 2012 2013 Authorized Capital 2450.00 2450.00 2800.00 Paid Up Capital 619.03 805.47 1208.20 Reserve Fund 2115.03 2468.79 3360.18 Deposits 32948.05 40350.87 47961.22 Advance 27020.21 32709.68 96475.74 Investment 3564.82 6239.38 7760.38 Import Business 31648.20 42438.50 62759.00 Export Business 21344.10 28019.20 31824.00 Gross Income 4202.52 5728.82 6098.65 Gross Expenditure 3351.19 4582.04 5075.86 Profit Before Tax 581.13 1058.73 1475.25 Profit After Tax 271.67 507.49 650.89 Fixed Assets 1431.23 1627.29 1841.00 Total Assets 55046.14 66533.80 88342.00 (Figure In Tk.) Particulars 2011 2012 2013 Book Value Of Share 441.36 406.50 379.50 Market Value Of Share 746.50 760.50 758.25 Earning Per Share 63.01 106.61 101.82 26 5.1.CALCULATION FOR THE RATIOS: Profitability Ratios (Figures in Million) # Calculation for Return On Assets (ROA) : ROA = Net Profit After Tax / Total Assets Year 2011 2012 2013 271.67 507.49 650.89 ROA 55046.14 66533.80 88342.00 = 0.493 % = 0.762 % = 0.736 % Return On Assets 0.49% 0.74% 2013 2011 1 2 3 0.76% 2012 # Calculation for Return On Investment (ROI) : ROI = Net Profit After Tax / Total Investments Year 2011 2012 2013 271.67 507.49 650.89 ROI 3564.82 6239.38 7760.38 = 7.62 % = 8.13 % = 8.38 % Return on Investment 7.62% 8.38% 2013 2011 1 2 2012 3 8.13% 27 # Calculation for Return On Fixed Assets : Return On Fixed Assets = Net Profit After Tax / Fixed Assets Year 2011 2012 2013 271.67 507.49 650.89 Return On 1431.23 1627.29 1841.00 Fixed Assets = 18.98 % = 31.18 % = 35.35 % Return On Fixed Assets 18.98% 35.35% 2011 2013 2012 31.18% 1 2 3 5.1.Graphical Representation : Deposits Particular 2011 2012 2013 Deposits 32948.05 40350.87 47961.22 Deposits 60000 47961.22 50000 40350.87 32948.05 40000 30000 20000 10000 0 Year 2011 2012 2013 Particular Deposits 28 Profit Particular 2011 2012 2013 Net Profit Before Tax 581.13 1058.73 1475.25 Net Profit After Tax 271.67 507.49 650.89 Profit Tax 2500 2011 2012 2013 2000 1475.25 1500 1058.73 1000 581.13 650.89 Capital 507.49 500 271.67 0 2011 2012 2013 Particular Net Profit Before Tax Net Profit After Tax 29 CHAPTER # SIX CUSTOMERS SATISFACTION OF MBL CALCULATION LEVEL OF CUSTOMER SATISFACTION 30 6.1. Calculation level of Customer satisfaction. The Factors that affect the customer satisfaction in Dagonbhuiyan of MBL. There are so many factors that affect the customer satisfaction. The following factors are considered and which have been calculated through the standard deviation & coefficient of variation. Table: Calculation of customer satisfaction. Sl. Factors Customers Avg. SD CV No. I II III IV V VI VII VIII IX X 01. Employee 4 3 3 2 4 3 4 5 4 2 3.4 0.92 27.06% Cooperation 02. Timely Service 4 3 3 2 5 5 3 3 3 2 3.3 1.00 30.30% 03. Minimum 4 3 2 1 2 4 3 2 3 2 2.6 0.92 35.38% Waiting Service 04. Easy Access of 3 3 4 3 4 5 3 5 3 3 3.6 0.80 22.22% Modern Service 05. Easy Process 4 2 3 2 5 4 3 4 4 3 3.4 0.92 27.06% 06. Social 4 3 5 2 5 5 3 5 3 4 3.9 1.04 26.67% Environment 07. Secured 3 4 5 4 3 3 3 3 4 3 3.5 0.67 19.14% 08. Service after 3 4 3 4 3 2 2 3 4 3 3.1 0.70 22.58% Sale 09. Easy Access of 3 4 4 3 4 3 4 3 3 4 3.5 0.50 14.28% Required Information 10. Less Costly 3 4 3 3 4 4 3 3 2 4 3.3 0.64 19.39% 11. Location of the 5 4 5 5 4 5 4 4 3 4 4.3 0.64 14.88% Bank 12. Quick 3 1 3 4 3 4 4 3 3 4 3.2 0.87 27.19% Response to any Problems Total 43 38 43 35 46 47 39 43 39 38 Average satisfaction 3.58 3.17 3.58 2.92 3.83 3.92 3.25 3.58 3.25 3.17 level Calculation of Level of Customer Satisfaction Let, 1= Most Dissatisfied, 2= Dissatisfied, 3= Neutral, 4= Satisfied, 5 = Most Satisfied. n = Sample customers = 10 Number of factors = 12 31 Individual Customer Satisfaction level = Working for one Customer is Samsul Alam (I) Satisfaction Level = 43/12 = 3.58 Now, the overall satisfaction level = = = = 3.425 or 4 (Satisfied) Here the sample customers are very small in numbers. Although it is not possible to get complete picture of satisfaction level, but it supplies some ideas about easily satisfaction level. The result (3.425) shows that the level of customer satisfaction is very nearer to Satisfied level (4). Since customer satisfaction is satisfied level, but MBL can reach to Most Satisfied Level by developing its products & customer service. All the factors are mentioned in the table. The table shows that the average of factors of Easy Access of Modern Service, Social Environment, Secured, Easy Access of Required information, & Location of the Bank are above 3.5 which is very closed to 4. It means MBL functions at satisfied level. But MBL should take appropriate measures such that it reaches are the most satisfied level. But other factors situation is very discouraging. Their positions below 3 or closed to 3. So MBL must be serious about those factors. Otherwise MBL may suffer from problem in future. The table also shows that the coefficient of variation in Secured, Easy Access of Required information, Less Costly & Location of the Bank is lower than other factors. It indicates that the performance of these four factors is very well from other factors in respect of customers* opinion. But Timely service & Minimum waiting service provide very high coefficient of variation. It indicates that the performances of these two factors are not satisfactory. So MBL should take appropriate measure against these factors as soon as possible to ensure the maximum profit. 32 CHAPTER # SEVEN GENERAL BANKING OPERATIONS GENERAL BANKING SYSTEM OF MBL ACCOUNT OPENING SECTION ACCOUNTS SECTION CHAQUE BOOK ISSUE CASH SECTION REMITTANCE SECTION 33 7.1.GENERAL BANKING SYSTEM OF MBL: The general banking system deposits the overall banking of all sorts of day to day transactions are performed as it plays a vital role in banking, the general banking department that consists mainly of the following points are given below: Accounts opening section Account section Cash section Clearing section Remittance section Deposit section 7.2.ACCOUNT OPENING SECTION: The account opening section is where the relationship between the banker & the client begins with the opening of an account. Thus it is vital that bankers take good measures in making sure that the customers are genuine since a lot of forgery in initialed through improper identification. There are different types of account for different purposes. The different types of accounts are very commonly practice in MBL. Current Deposits (CD) Savings Bank Deposits (SB) Short Term Deposits (STD) Fixed Deposits Receipts (FDR) Monthly Savings Scheme (MSS) Cash Credit (CC) Consumer Credit Scheme (CCS) Security Overdraft (SOD) It is also necessary to note who can open bank account. Further details will be provided when explaining each type of account but below is a list of who can open different types of account: Individual Sole Proprietorship Firm Partnership Firm Public Limited Companies Clubs Societies 34 7.3. Steps of Account Opening Steps of account opening are summarized in the following flow chart: Customer Ask what Deal the customer Check all the he/she according to their papers wants needs. Tell about provided by the rules & the customer. regulation. Give Transaction The System will Give computer profile [Basically give an A/C input of the an account is open number & a necessary fields. the after this step] customer ID Scan the Update the Take the Print thanks signature from authorized letter and send card for persons and it to A/C holder further use. file the to inform. forms. Print Introducer letter and send it to the introducer [who has an A/C in the Bank] to inform. The A/C opening fully done by this time. 35 7.4. ACTIVITIES & PAPERS NECESSARY FOR OPENING AN ACCOUNT: (1). For Saving Account (SB) : The requirements to open Saving Account are as follows: Photograph (2) two copies with sign account holder & introducer. Commissioner certificate or photocopy of passport. Present & permanent address. Occupation & specimen signature. Introducer name, address, account number & initial deposit that vary depending on the type of accounts. (2). For Current Account : (A) Individual: Photograph (2) two copies with sign account holder & introducer. Commissioner certificate or photocopy of passport. Present & permanent address. Occupation & specimen signature. Introducer name, address, account number & initial deposit that vary depending on the type of accounts. Introducer must be current account holder (B) Propertory: Photograph (2) two copies with sign account holder & introducer. Commissioner certificate or photocopy of passport. Present & permanent address. Trade License. (C) Partnership: Filled out application from standing about the name & address of the firm. Partnership deed. Trade License. Two copies of passport size photograph (incase of partnership, photos of the both partners Are required) Undertaking / declaration about the partnership is taken by the bank in a whit paper (for proprietorship firms) 36 (3). For Joint Account : If the account is a joint account, then the joint account holder should submit a declaration & operational instruction of the account along with their signature, the declaration is – “Any balance to the credit of the account is & small be owned by us as joint depositors, any liability what so ever incurred in respect of this account shall be joint & several”. (4). For Limited Company: For the opening of an account of a limited company, the following documents have to be submitted: A copy of resolution of the company that the company decided to open an account in the MBL. Certified true copy of the memorandum and article of association of the company. Certificate of incorporation of the company for inspection & return along with a duly certified photocopy for banks record. Latest copy of balance sheet. Extract of Resolution of the Board/General meeting of the company for opening the account and authorization for its operation duly certified by the Chairman/Managing Director of the company. Certificate lists of names & signatures of the directors / officers bears. (5). Clubs/Society: The following documents have to be obtained in case of the account of the club or society: Up to data list of officer. Certified copy of resolution for opening and operation of account. True copies of memorandum & articles of association (in case of companies & registered body only) or in case of associations, club etc. The rules regulations according to the law. Copy of Government Approval (if registered) 37 7.5. ACCOUNTS SECTION: The accounts department is the most delicate and the most confidential department in a bank. The main task of this department is to record all kinds of transaction of the branch, confirming accuracy, preparing statement etc. Under the computerized banking system, today the clean cash statement & the supplementary statements in party ledger voucher are printed of computer. Accounts function can be divided into two parts: (1). Daily functions: The daily functions of an accountant involve – Posting transfer from one account to another account. Preparing of the supplementary. Posting of various transactions in the computer that occurs through out the day. (2). Periodical functions: The periodical function of the account department is to prepare different types of statement for its own branch, Head office, Bangladesh Bank. The statement being: Daily position Daily resource position Comparative resource position etc. List of all transaction in a day. Cash-Cum day book. General Ledger. Thursday position. Weekly Statement of affairs. Statement of advance. Monthly, Quarterly, Yearly statement of Deposits, Loans & Advances, Profit and Loss etc. 38 7.6.STEPS OF ISSUING CHEQUE BOOK: Requisition for Verify the Signature of Verify the previous Cheque Book the A/C Holder cheque books from the system record Take signature of the Seal the A/C no on Give entry in the A/C holder or the pages register book. authorized bearer in the register book & handover the cheque book. Give posting of the cheque book in the system. 39 7.7 CASH SECTION: The cash department is the riskiest department of the bank. This is the section where tight security is recurred to avoid any accidents. There is a limit to be amount of cash that each counter can carry; carrying of excess cash is avoided for safety reasons. CASH RECEIPT: When client deposits cash in the bank, the bank officer on receipt of the cash and the pay in slip/credit voucher shall: Check & count the received cash. Make sure that the amount in word & number in the deposit are same. Check the account & me number. Enter particular of in slip/voucher in the receiving cash officer book. At last, send the pay in slip/voucher to the deposit department or to the respective department. CASH PAYMENT: Priory payment of cash it is the officer’s duty to make sure that the cheque / or the instrument has been genuinely passed. The following common precaution is thoroughly practiced before honoring a cheque. Cheque of it is open or crossed cheque. The branch name in the cheque. The date in the cheque is very crucial. Cheque are normally valid three months and pre-dated cheque are asked to present after the data given. The apparent tenor of the cheque. Whether any figure, date or anything has been altered in the cheque presented. The specimen card signature in the cheque should match. 7.8 BOOK MAINTAINED BY CASH DEPARTMENT: Vault Register: This means book where amount of cash available in the branch is maintained. That is amount in the vault register book. Cash Register: The register keeps record of all incoming cash payment. Similar to the cash register book, this book keeps tracks cash of out going case that is all payments. Cash Balance Book: 40 This is the book where cash balance is recorded by counting me notes and coins that physically available. The balance in this book is compare with the vault register, which should be the same. In case there is an error, that the figures would not match but if no discrepancy is found then nothing is to be worried about. 7.9 OUTWARDS BILLS FOR COLLECTION (OBC): Procedure for Outward Bills For Collection: Depositing the cheque alone with deposit-slip Crossing of the cheque are done indicating the Branch as collecting Bank Endorsement “payee’s A/C will be credited on realization” Entries are given in the Outward Clearing Register OBC Mechanism The following things are done in this department: Pass outward instruments to the Clearing-House. Pass inward instruments to respective department. Return instruments incase of dishonor. Prepare IBCA or IBDA for the respective Branch and HO. The following entries are given if the cheque is honored. Customer A/C ---------------------------- Debit. Mercantile Bank General A/C-------- Credit The following entries are given if the cheque is dishonored. Mercantile Bank General A/C------------ Debit Customer A/C ------------------------ Credit. Incase of Return (For Inward Instrument): 41 Mercantile Bank General A/C------------ Debit Customer A/C ------------------------ Credit. Incase of Return (For Outward Instrument): Customer A/C ---------------------------- Debit. Mercantile Bank General A/C-------- Credit Incase of returning an instrument the respective officer usually looks for following reasons: Account closed. Insufficient fund. Nor arranged for. Payment stopped. Refer to drawer. Amount in words in figures differs. Drawers’ signature differs. Exceeds an arrangement. Full covered not received. Payment stopped by drawer. Collection bank discharge irregular. Cheque crossed “ Account, payee only”. 7.10 REMITTANCE DEPARTMENT: Remittance is one of the main components of general banking. The activities of local remittance are – Telegraphic Transfer (TT) Demand Draft (DD) Pay order (PO) 7.11 TELEGRAPHIC TRANSFER (TT): Telegraphic transfer TT may be done via online as desired by the remitter. But the most commonly practiced in the MBL, Dagonbhuiyan Branch is also online. The respective officer collects the advice from the online. The drawer & the payees all information is given in the advice in order for this transaction to take place. TT is issued against cash, check, letter of instruction etc. 42 Charges for TT: 1. 1 taka to 50000 taka commissions is 50 Tk. 2. More than 50000 Tk 1 Tk gives for every thousand. 3. 15% Vat pay by following commission. 4. For TT telex charges is 40 Tk. 7.12 DEMAND DRAFT (DD): This is instrument issued by a particular branch of a bank to pay sum of money by the bank. It is the safest & most acceptable media & bankers and a note, commission, vat and postage is charged on issued of DD entries for issuing DD. Cash/Clients A/c …………………….. Dr. Income A/c (postage) ………………... Cr. Commission on remittance…………… Cr. 7.13 PAY ORDER (PO): Foe issuing a pay order, the client is to submit an application to GB in the prescribed from. This form should be properly filled up and signed. Payment Of Pay Order: The pay order is presented to the bank either through clearance or for credit to the client’s account. Whole payment, relative entry is given in the pay order register with the date of payment. Cancellation Of Pay Order: the following procedure should be followed for the cancellation of the pay order (PO): The client should submit a written request for canceling the pay order attaching therewith the original pay order. The signature of the purchaser will have to be verified from the original application form. Manager’s prior permission is to be obtained before refunding the amount of the pay order. Cancellation change is to be recovered from the applicant and only the amount of the pay order less cancellation charge should be refunded. Cancellation of the PO should also be recorded in the register. 43 CHAPTER # EIGHT SWOT ANALYSIS 44 8.1. SWOT Analysis SWOT analysis is the critical analysis about an organization, where the strengths, weakness, opportunity and threats to that organization are analyzed. It includes all internal and external and aspects of the organization. It can be therefore defined as analysis of external and internal environment. The major objective of doing the SWOT analysis is to find out the internal strengths that is in which areas it is forward than its competitors and weakness that in which areas it has lacking. At the same time, the organization can know the opportunities that are available in the market for if and the threat ahead from its competitors or other regulatory bodies. We can show the total thing by the following figure. SWOT Analysis Internal Analysis External Analysis Strength Weakness Opportunity Threats Figure: SWOT Analysis I tried to find out its strength, weakness, opportunity and threats. I wish, this would help the bank to make its service better and make a greater contribution to the society and to make a higher profit. The result of SWOT analysis is as follows. 45 Strengths: * It has well market reputation in the market * It is doing mass banking * Employee here is highly efficient * Bank has several attractive deposit schemes. * Efficient management is practiced in the bank. Weaknesses: * Lacking of eye catching in error decoration in the bank * There is no marketing initiation in the bank. * No plastic money. Opportunity: * Bank can increase the credit scheme * Bank can improve its marketing and promotional activities * New innovative products can be offered to attract the customers like debit and credit card. * Bank can offer new services like evening Banking * Bank offer open branches in rural areas to capture the market. Threats * The number of private Banking is increasing * Competitors are offering schemes that are more attractive to the customer * Continuous pressure from the government to reduce interest rate * Some banks are offering 24 hours banking facility. * Lower interest rate is offered by some other banks. * Some corporate customers are leaving the bank. 46 CHAPTER # NINE FINDINGS, RECOMMENDATION & CONCLUSION FINDINGS RECOMMENDATION CONCLUSION 47 FINDINGS: At the time of performing practical program various data are collected from the various section of Mercantile Bank Limited, Dagonbhuiyan Branch. Here some problems are found, if MBL focus on those problem they can improve their service and can satisfy client more. Findings of the study are as follows: 1. For opening an account different forms have to be filled out with the same information like name, address, nationality, date of birth etc. This account opening procedure takes a lot of time, which is boarding for clients. Also this procedure is harmful for the employee. Because it takes a long time to supervision. 2. Computer facility for every employee is not available in cash department and other. So it takes a long time for online transaction customers. 3. MBL is not performing fully automated banking service. So, MBL can not provide the customer quick service than other bank like as DBBL SCB, HSBC bank etc. 4. There is a very few number of ATM booth in Feni as well as in whole country. The formalities of getting ATM card are very lengthy process. 5. Real banking operation of MBL, Dagonbhuiyan Branch is not in satisfactory level. 6. Without information to the clients MBL change interest rate of FDR and other products. 7. The credit risk management process of MBL is quite commendable. Systematic and timely monitoring and appropriate documentation are tried to be maintained. 48 RECOMMENDATIONS: In spite of limitation, Mercantile Bank Limited has nothing wrong with their marketing process. They still follow the selling concepts of marketing. It should be the marketing concept, which is more desirable for any business. But the problem is that many competitors have entered in the banking sectors in Bangladesh. So, re-pricing should be set if the bank wants to be competitive with their products. As per observations some recommendations for improvement of the situations are as follows. 1. To offer specialized and quality service in the competitive marketing environment, the network system of the computer should be well skilled. 2. The online service of mercantile Bank Limited is entirely dependent on PC BANK 99. Most of the time online remains out of order resulting in a lower efficiency and customer dissatisfactions. Therefore MBL needs to update their online service as soon as possible. 3. Credit card facility should be made within a short period. 4. Mercantile Bank Limited can also concentrate on providing training to the employees. As they have a training center, they can design training program in way that the employees can take the advantage of learning from it to enhance their career. 5 Mercantile Bank Limited is an initiator of foreign banks as it's continuously trying to adopt services that are similar to the foreign banks. Thus, there is an opportunity for MBL to increase their level of service by following those of the foreign banks. 6 Mercantile Bank Limited can also provide incentives that will help to generate more motivation and enthusiasm within the employees. 7. Mercantile Bank Limited should update its brochure and give advertisement on TV so that every initiative of the bank can go at the door of the customers. 8. Finally steps should be taken to regularize the newly introduced various schemes compared to other banks (Domestic and foreign banks). As a result the number of clients will be increased over the years. 49 CONCLUSION: Proper financial system of a country can contribute towards the development of the country’s economy. In our country Bangladesh, banks have a leading power to its financial system. Banking sector of Bangladesh has undergone dramatic changes, since the independence in 1971 & now it is considered to be one of the highly focused and compared to other sector, more regulated sector in the country. Govt. plays a crucial role to the private commercial banks through imposition of Deposit restriction, Lending role & other banking operations. In the recent years of banking business, Mercantile Bank Ltd. has shown better performance comparing with other banks. Credit management policies & techniques used in MBL at present no doubt are comparable to inter Mercantile standards. The officials follow the policy very strictly. They are choosy and conservative in sanctioning Loan. The proposal is thoroughly scrutinizes by the loan sanctioning authority. The total function of the credit division is monitored periodically. The bank’s classified loan to the total Advance is low. Management and others related to Mercantile Bank are trying to formulate new services & products. 50 ELABORATION REFERENCES & APPENDIX 51 ELABORATION MBL : Mercantile Bank Limited CCS : Consumer Credit Scheme TT : Telegraphic Transfer DD : Demand Draft MTA : Mail Transfer Advice PO : Payment Order LRA : Leading Risk Analysis LTR : Loan against Trust Receipt PAD : Payment Against Document FDBP : Foreign Document Bill Purchase SOD : Secured Overdraft APS : Aziban Pension Schemes ASP : Agrim Sanshay Prokolpo CC (Hypo) : Cash Credit (Hypothecation) CD : Current Deposit SB : Saving Deposit FDR : Fixed Deposit Receipt FBP : Foreign Bill Purchase MSS : Monthly Savings Schemes DD : Demand Draft SSS : Special Savings Schemes OBC : Outward Bills for Collection TIN : Tax payment Identification Number SWIFT : Society For World Wide Inter Bank Fund Transfer DBDS : Double Benefited Deposit Schemes EOL : Excess Over Limit CIB : Central Information Bureau VAT : Value Added Tax MT : Mobile/Male Transfer 52 REFERENCES: 1. Chowdhury L.R., 2002, a text book of bankers advance, (2nd edition), Page 13-32, fair corporation, Dhaka. 2. Hashem Abud, 1982, what the bankers does, 2nd edition, Page 1-18, Dhaka. 3. Khan A.R, 2010, Bank Management, 2nd Edition, Page 170 - 178. 4. MBL, 2010, Statement of Affairs, Mercantile Bank Limited, Dagonbhuiyan Branch 7pp. 5. Anon, Annual Report, 2013, Mercantile Bank Limited, Dagonbhuiyan Branch Vol-1, Page 16-38 6. Websites: www.mblbd.com 7. Websites: www.google.com 53 APPENDIX-1 Customers' Satisfaction toward the services offered by Commercial bank: A study in MBL Questionnaire For Depositor Category: New customer Name of the Customer: -------------------------- Profession: ----------------------------------------- 1. How did you know about the MBL? a. Employees of MBL b. Relative c. Friends d. Newspaper e. Others. 2. What factors influenced you to come to open an account in MBL? a. Various attractive accounts b. More secured c. More profitable d. Others. 3. How did you know the details regarding various attractive accountants? a. Respective employees. b. Brochures. c. Relatives. d. Friends. e. Others. 4. What type of account are you going to open? a. Saving a/c. b. Current a/c. c. Fixed a/c. d. Others. 5. How far was the respective employee helpful to open the A/C? a. More than expectation b. As you expected. C. Less than expectation. 6. How long did it take to open the A/C? a. 30 minutes. b. 1 hour. C. 1.5 hour d. More 7. Do you think that time can be minimized by them to open the A/C? Yes. No. 8. Do you have any recommendation to improve the performance of the bank? --------------------------------------------------------------------------------------------------------- 54 APPENDIX-2 For Depositor Category: Existing Customer Name of the Customer: -------------------------- Profession: ----------------------------------------- 1. How long have you been engaging with the bank? a. 0 - 6 months. b. 6 - 12 months. c. More 2. What type of account do you have? a. Saving a/c. b. Current a/c. c. Fixed A/c. d. Others. 3. How much Co-operation do you get from the respective employees of different Section/department? a. Highly Co-operative b. Moderate. c. Low 4. Did you ever face any type of discrepancies or problems? a. Yes. b. No If yes, did the authority volunteer to solve those problems? a. Yes. b. No. 5. How many times did they take to solve these problems? a. Standard time. b. More than required time. 6. How do you differentiate MBL from other banks? ------------------------------------------------------------------------------------------- 55 7. Did you ever wait in a long queue? a. Yes. b. No. If yes, why & how long? For --------------------------------- Time ------------------------------ 8. Did you ever feel boring at the time of waiting? a. Yes b. No. If yes, Why? --------------------------------------------------------------------------------------------------------- 9. Do you have any recommendation to improve the performance of the bank? --------------------------------------------------------------------------------------------------------- 56
Report "Practices of General Banking Operations MBL"