1.1.

Background of the study

As a student of Bachelor of Business Administration (BBA) everyone has to conduct a practical

orientation in any organization for fulfilling the requirements of the three Month Internship
Program. The main purpose of the program is to expose the students to the real world situation.
This report is done as a partial requirement of the internship program for the BBA students. This
report is prepared for the internship program consisting of a major in depth study of the total
banking business of National Bank Ltd. Practical knowledge is fundamental for the application
of theoretical intelligence. Bearing this in mind and internship program was being included in the
BBA curriculum. The goal of this analysis is to expose the student in the organizational work
situation and also to provide an opportunity for applying classroom learning in practice. There is
some difference between theories and practice.

1.2. Significance of the study

The banking sector of Bangladesh is becoming competitive day by day; new banks are opening,
existing banks are trying to add innovative products in its product line and make their services
more efficient, new technologies are coming for convenient banking. Among all of the banks
operating in Bangladesh, Meghna Bank Limitedis one of the prominent commercial banks of
Bangladesh.

From this report, we can gather knowledge about the products and services offered by MGBL,
tools use to satisfy their customers, customers‟ satisfaction level of ATM services, DPS service,
mobile banking service, FDR Services, Saving and Current Services, Customer care service, and
General Banking Activities of MGBL.

1.3. Scope of the study

This report is based on my practical work experience with Meghna Bank Limited. It will also
help the students to reduce the distinction between realistic and hypothetical knowledge. This
report significantly helped me a lot to understand the atmosphere and environment of an
organization.

As I am an internee of SBL, I have access to many different sectors like account opening, issuing
of the cheque book, contacting with the customers over the telephone, clearing activities; inter
branch transaction, closing of accounts, collection of bills, issuing FRD, Pay order writing, and
demand draft etc. It was almost impossible for me to learn everything about all banking sectors
as it was a large financial sector with limited time.

1
1.4. Objectives of the report

The broad objective of this report is to analyze the general banking of Meghna Bank Limited.
The following objectives are the specific objectives of the report.

To know the functions of different sections of general banking division of Meghna Bank
Limited.
To compare the services fees and charges of Meghna Bank Limitedwith that Mercantile
Bank Limited and Southeast Bank Limited.
To analyze the customer’s perception regarding the General Banking of Meghna Bank
Limited.

1.5. Methodology of the report

Research Design:
The study is description in nature. The study focuses on general banking of MGBL. Comparing
different fees charge of MGBL with MBL and SEBL and customer’s perception regarding
general banking of MGBL are also studied in the report.
Source of Data Collection:
Both the primary and secondary data are use in the study. Primary data are collected from
observation and questionnaire through survey. Secondary data are collected from annual report
of MGBL, MBL and SEBL and schedule of bank charges of MGBL, MBL and SEBL.
Research Instrument:

Questionnaire is the research instruments for collecting the information from the
respondent.
Face to face interview is taken to collect data.
Structures questions with five response categories have been used to conduct the survey.
There are 10 (Ten) question in the questionnaire.

Scaling Technique:
Liker scaling technique has been used with 5 response categories.

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1.6 Limitations of the study
✓ Three months are not enough to make an exhaustive study of all types of retail products
and find out all the drawbacks.
✓ The one of the main limitations of the report was to conduct a small scale survey on
clients.
✓ Time period was the other limitation for collecting information, which was only three-
month long.
✓ Insufficient supply of relevant books and journals.
✓ The branch is too much busy branch as for this to operate the survey on the basis of
questionnaire
✓ Deficiencies in data required for the study.
✓ Time provided for conducting the study is another important constraint.

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2.1 Historical Background of Meghna Bank Limited

Meghna Bank Limitedhas its prosperous past, glorious present, prospective future and under
processing projects and activities. Established as the first private sector bank fully owned by
Bangladeshi entrepreneurs, MGBL has been flourishing as the largest private sector Bank with
the passage of time after facing many stress and strain. The members of the board of directors are
creative businessmen and leading industrialists of the country. To keep pace with time and in
harmony with national and international economic activities and for rendering all modern
services, MGBL, as a financial institution, automated all its branches with computer networks in
accordance with the competitive commercial demand of time. Moreover, considering its
forthcoming future, the infrastructure of the Bank has been rearranging. The expectation of all
class businessmen, entrepreneurs and general public is much more to MGBL. At present we have
200 branches under our branch network. In addition, our effective and diversified approach to
seize the market opportunities is going on as continuous process to accommodate new customers
by developing and expanding rural, SME financing and offshore banking facilities. The
emergence of Meghna Bank Limitedin the private sector was an important event in the Banking
arena of Bangladesh. When the nation was in the grip of severe recession, the government took
the farsighted decision to allow 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. Meghna Bank Limitedwas born as the first hundred percent
Bangladeshi owned Bank in the private sector. From the very inception, it was the firm
determination of Meghna Bank Limitedto play a vital role in the national economy. We are
determined to bring back the long forgotten taste of banking services and flavors. We want to
serve each one promptly and with a sense of dedication and dignity. The then President of the
People's Republic of Bangladesh Justice Ahsanuddin Chowdhury inaugurated the bank formally
on March 28, 1983 but the first branch at 48, Dilkusha Commercial Area, Dhaka started
commercial operation on March 23, 1983. The 2nd Branch was opened on 11th May 1983 at
Khatungonj, Chittagong. At present, MGBL has been carrying on business through its 200
branches & Agri Branches spread all over the country. Since the very beginning, the bank has
exerted much emphasis on overseas operations and handled a sizable quantum of home bound
4
foreign remittance. It has drawing arrangements with 415 correspondents in 75 countries of the
world, as well as with 37 overseas Exchange Companies located in 13 countries. MGBL was the
first domestic bank to establish agency arrangements with the world famous Western Union in
order to facilitate quick and safe remittance of the valuable foreign exchanges earned by the
expatriate Bangladeshi nationals. This has meant that the expatriates can remit their hard-earned
money to the country with much ease, confidence, safety and speed. MGBL was also the first
among domestic banks to introduce international Master Card in Bangladesh. In the meantime,
MGBL has also introduced the Visa Card and Power Card. The Bank has in its use the latest
information technology services of SWIFT and REUTERS. MGBL has been continuing its small
credit program for disbursement of collateral free agricultural loans among the poor farmers of
Barindra area in Rajshahi district for improving their livelihood. MGBL focused on all key areas
covering capital adequacy, maintaining good asset quality, sound management, satisfactory
earning and liquidity. As a consequence, it was possible to a record growth of 175.51 percent
with Tk. 8,809.40 million pre tax profit in the year under review over the preceding year. The net
profit after tax and provision stood at Tk. 6,860.34 million which was Tk. 2,070.47 million in the
previous year registering a 231.34 percent rise. The total deposits increased to Tk. 102,471.83
million being 33.37 percent increase over the preceding year. Loans and advances stood at
Tk.92,003.56 million in the year under report which was Tk. 65,129.289 million representing
41.26 percent rise over the preceding year. Foreign trade stood at Tk. 144,255.00 million in 2010
compared to Tk. 115,939.00 million, increased by 24.42 percent compared to that of the previous
year. During 2010, the bank handled inward remittance of Tk. 49,145.30 million, 10.73 percent
higher than that of the previous year. Return on Equity (ROE) registered a 77.84 percent rise
over the preceding year. National Bank, has now acquired strength and expertise to support the
banking needs of the foreign investors. MGBL stepped into a new arena of business and opened
its Off Shore Banking Unit at Mirpur to serve the wage earners and the foreign investors better
than before. Since its inception, the bank was aware of complying with Corporate Social
Responsibility. In this direction, we have remained associated with the development of
education, healthcare and have sponsored sporting and cultural activities. During times of natural
disasters like floods, cyclones, landslides, we have extended our hand to mitigate the sufferings
of victims. It established the National Bank Foundation in 1989 to remain involved with social
welfare activities. The foundation runs the MGBL Public School & College at Moghbazar where
present enrolment is 1140. Besides awarding scholarship to the meritorious children of the
5
employees, the bank has also extended financial support for their education. It also provided
financial assistance to the Asiatic Society of Bangladesh at the time of their publication of
Banglapedia and observance of 400 years of Dhaka City. The Transparency and accountability of
a financial institution are reflected in its Annual Report containing its Balance Sheet and Profit &
Loss Account. In recognition of this, MGBL was awarded Crest in 1999 and 2000, and
Certificate of Appreciation in 2001 by the Institute of Chartered Accountants of Bangladesh. The
bank has a strong team of highly qualified and experienced professionals, together with an
efficient Board of Directors who play a vital role in formulating and implementing policies.

2.2 Mission of Meghna Bank Limited

Efforts for expansion of our activities at home and abroad by adding new dimensions to our
banking services are being continued unabated. Alongside, we are also putting highest priority in
ensuring transparency, account ablility, improved clientele service as well as to our commitment
to serve the society through which we want to get closer and closer to the people of all strata.
Winning an everlasting seat in the hearts of the people as a caring companion in uplifting the
national economic National through continuous upgradation and diversification of our clientele
services in line with national and international requirements is the desired goal we want to reach.

2.3 Vision of Meghna Bank Limited

Ensuring highest National of clientele services through best application of latest information
technology, making due contribution to the national economy and establishing ourselves firmly
at home and abroad as a front ranking bank of the country are our cherished vision.

2.4 Objectives of Meghna Bank Limited

❖ To be a dynamic leader in the financial market in innovating new products as to the needs of
the society.
❖ To earn positive Economic value addition (EVA) each year to come.
❖ To top the list in respect of the cost efficiency of all the commercial Banks.

6
❖ To become one of the best financial institutions in Bangladesh economy participating in the
most significant segments of business market.

7
2.5 Strategies of Meghna Bank Limited

To manage and operate the Bank in the most efficient manner to enhance financial
performance and to control cost of fund

To strive for customer satisfaction through quality control and delivery of timely services
To identify customers' credit and other banking needs and monitor their perception towards
our performance in meeting those requirements
To review and update policies, procedures and practices to enhance the ability to extend better
service to customers.
To train and develop all employees and provide them adequate resources so that customers‟
need can be reasonably addressed.
To promote organizational effectiveness by openly communicating company plans, policies,
practices and procedures to employees in a timely fashion.
To cultivate a working environment that fosters positive motivation for improved performance
To diversify portfolio both in the retail and wholesale market
To increase direct contact with customers in order to cultivate a closer relationship between the
bank and its customers.

2.6 Core Values of Meghna Bank Limited

The banking system of MGBL has different core values on different stakeholders including for
the customers, employees, shareholders and communities. Customers desire a most caring bank
which will provide them the most courteous and efficient service in every area of their business.
The employees always want a Bank that will promote well-being in every aspect of their lives.
The main goal of the shareholders is to yield fair return on their investment through generating
stable profit. The general view of our communities is that they show the propensity to assume the
role of banking system to be social responsible and close adherence to national policies.

2.7 Board of Directors

8
 Name Designation
Mr. ZainulHaqueSikder Chairman
Mrs. MonowaraSikder Director
Ms. ParveenHaqueSikder Director
AlhajKhalilur Rahman Director
Mr. Moazzam Hossain Director
Mr. Rick HaqueSikder Director
Mr. Ron HaqueSikder Director
Mr. ZakariaTaher Director
Mr. Mabroor Hossain Independent Director
Mr. Jonas Sikder Khan Independent Director
Mr. Md. Anwar Hussain Independent Director Managing
Mr. Md. Mahbubur Rahman Khan Director
Mr. A K M EnamulHoqueShameem
Mr. Choudhury Moshtaq Ahmed

Table 2: Board of Directors of MGBL

9
3.1 Overview of General Banking

General banking is about the blend of distinctive divisions and the exercises performing in
banking operation. Essentially it indicates how division serves to gather cash from the one
customer and give to the next customer and to do as such it has unmistakable objective and in
addition objective. Continuously they attempt to satisfy their objective what really given by top
administration to achieve touch general objective of the bank through their branches. Every
single area of the branch is interrelated with other one not must be any off-base. So it's not
cerebral pain just that segment which has something incorrectly, it must be conveyed each
segment. Also, all areas are prepared to help one another to perform their exercises. The division
tries to make enthusiasm for clients' psyche through why they would come in the bank and what
might be the point of interest behind this. Individuals are getting intrigued to stores in the bank to
match time estimation of the cash and have security and in addition withdraw their cash in light
of requests and needs by paying checks. To be essential instruments interest security and
distinctive administrations assume as indispensable part to draw in the clients. Truth be told,
there is no connection in the middle of broker and clients with the exception of exchange related
exercises. What's more, that is the reason financier dependably tries to give best and novel
chance to the client through better administrations instead of different banks to hold them. In this
way distinctive exercises like check, pay request issue, neighborhood, remote settlement, stores,
account opening and so on are done by the offices.

General Banking comprises of the diverse segments in the branch. These are:

Client Service

Account Opening/Closing

Remittance

Deposit Department

Locker Service

Account Department

10
Cash Department etc.

11
3.1.1 Client Services

In the branch distinctive areas are prepared to give the administrations which are a definitive
arrangement of the clients. Any data, if client needs to know, he or she can get it either telephone
or coming in the bank. In any case, by telephone all data is not gave because of look after
security. Typically what measure of cash in their (client)account, to open an account what ought
to be taken after, when can be taken check book and store book, what the state of premium rate,
how cash can be exchanged to other bank and so forth. This sort of administrations bank gave to
the client. Individuals constantly need to get the client benefit as ahead of schedule as would be
prudent. MGBL needs as quick as would be prudent they will offer the administrations to the
client instead of different banks holding own position and go ahead all the more by prevalent
administrations through grinning face and also well acting what they require. At some point
which offices (items) have been come in new route for the clients and accommodating are
educated. To create client benefit all the more, once in a while they are asked what their desire to
the bank about it is. In the event that it is conceivable administrator tries to include with client
benefit Therefore information supplier must be constantly lively and dynamic to give in the nick
of time.
3.1.2 Account Opening:

Account opening is the gateway for clients to enter into business with bank. it is the foundation
of banker customer relationship. This is one of the most important sections of a branch, because
by opening accounts bank mobilizes fund for investment. A customer can open different types of
accounts through this department, such as:

1. Current accounts (CD)

2. Savings account (SB)

3. Short term deposit account (STD)

4. Fixed deposit account (FDR)

5. Monthly saving scheme (MSS/NMS)

i) Types of Deposit:

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 Demand Deposit Time Deposits
• Current Deposit
• Savings account(SB) • Fixed deposit account(FDR)

• .Short term deposit account(STD) • Monthly saving scheme (MSS /

• Demand Deposit NMS )

• Pay Order ii) Account Opening
Procedure:
Step 1 The Account should be introduced by one of the following:

• An Existing current Account holder of the Bank

• Officials of the bank not below the rank of an assistant Officer
• a respectable person of the locality well known to the manager

Step:2 Receiving filled up application in bank’s prescribed form mentioning what

type of account is desired to be opened

Step:3 • The form is filled up by the applicant himself/herself

• Two copies of passport size photographs from individual are taken
• one copy of nominee’s photograph
• In case of firm, photograph of all partners are taken
• applicant submit required document
• Applicant must sign specimen signature sheet & give mandate
• introducer signature & account number – verified by legal officer

Step:4 Authorized officer accepts the application

Step:5 Minimum Balance is deposited

Step:6 Account is opened and a Cheque book and pay in slip book is given

iii) Deposit Schemes:

1) Savings deposit: National Bank offers a hassle free & low charges saving account
for its customers. Hence there is a restriction on the withdrawal in a month .Heavy
withdrawals are permitted only against prior notice. Interest is given upon the lowest

13
 deposited money for that month. Withdrawal amount should not be more than 1/4th of
the total balance at a time & limit twice in a month.

Benefits (Condition Apply) Account Opening

Interest rate of 4.50%on average monthly 2 copies of recent photograph of account

balance holder

Minimum balance Tk.5000 Nominee's Photograph

Maintenance charge yearly Tk. 400. Valid photocopy of Voter ID Card

No hidden costs.

Standing Instruction Arrangement are

available for operating account.

2) Current Deposit:
Meghna Bank Limitedoffers customers current deposit facility for day-to-day business
transaction without any restriction. Current deposit is purely demand deposit. There is no
restriction on withdrawing money. No interest is given on deposited money. It is justified when
funds are to be collected and money is too paid at frequent interval.

Benefits (Condition Apply) Account Opening

14
 Minimum maintenance charge yearly 2 copies of recent photograph of account
Tk.
holder.
800.
TIN certificate.
No hidden costs.
Nominee's Photograph.
Minimum balance Tk.10000
Valid photocopy of Voter ID Card.
Standing Instruction Arrangement are
available for operating account. Agreement of the business

Easy access to our other facilities.

3) Short Term Deposit:

Meghna Bank Limitedoffers interest on customer's short term savings and gives facility to
withdraw money any time. Generally various big companies, organizations, Government
Department, keep money is STD account .Frequent withdrawals is discouraged and requires
prior notice. The deposit should be kept for at least seven days to get interest.
Benefits (Condition Apply) Account Opening

Minimum balance Tk. 2 copies of recent photograph of account

5000(personal),10000(company) holder.

Minimum maintenance charge yearly Nominee's Photograph.

Tk.
800. Valid photocopy of Voter ID Card.

Standing Instruction Arrangement are

available for operating account.

Rate:

For Financial &Non Bank Financial institution -1%

For Institutional deposit other than Financial Institution &Non Bank Financial Institution-4%

4) Fixed term Deposit:

15
Meghna Bank Limitedoffers fixed term savings that will scale up you’re saving Amount with the
time. Fixed deposit is one, which is repayable after the expire predetermined period fixed by
him. The period varies form 1 month to 12 months. These deposits are not repayable on demand
but they are withdrawing able subject to a period of notice. Hence, it is a popularly known as
‘Time Deposit’ or ‘Time Liabilities”. In case of FDR it is clearly mention that when the amount
will be withdrawal & the principle & interest amount.FDR account holder gets a FDR slip. If the
account holder withdraws his money before maturity date he does not get any interest. In case of
FDR holder death, his nominee will get the amount.

Benefits (Condition Apply) Account Opening

Any amount can be deposited. 1 copy of recent photograph of account

holder.
Premature encashment facility is
available. Nominee's Photograph.

Overdraft facility available against term

receipt.

FDR Rate:

FDR for 1 month and above but less than 3 month 4.50%

FDR for 3 months and above but less than 6 month 7.5%(below 25 lac)

7.75%(25 lac &above)

8% (1 crore&above)

16
FDR for 6 month &above but less than 1 year 7.5%(below 25 lac)

7.75%(25 lac &above)

8%(3 crore&above)

FDR for 1 year & above 7.50%(below 25 lac)

7.75%(25 lac &above)

8%(3 crore & above)

17
5) Monthly Saving Scheme (MSS/NMS)

“See your small savings grow with MGBL.”

Meghna Bank Limitedoffers monthly savings scheme for its retail customers. Customers can
deposit money for a period of 3, 5 or 8 years. The monthly installment & their rate are as
follows:
Monthly Return 3 Return 5 Return 8
Installment after years after years after years
9.00% 9.25% 9.50%
500/- 20,627/- 37,896/- 70,849/-

1000/- 41,255/- 75,791/- 1,41,697/-

2000/- 82,510/- 1,51,583/- 2,83,394/-

3000/- 1,23,765/- 2,27,374/- 4,25,091/-

4000/- 1,65,020/- 3,03,166/- 5,66,788/-

5000/- 2,06,274/- 3,78,957/- 7,08,485/-

10000/- 4,12,549/- 7,57,914/- 14,16,970/-

Benefits (Condition Apply) Account Opening

Monthly amount can be 500 and multiple 1 copy of your recent photograph.
of it.
Nominee's Photograph
Premature encashment is available for
urgent need.

Standing instruction facility can be

available to auto transfer installment to
NMS account.

Loan facility can be available up to 80%

against NMS account balance.

6) RFC Deposit:

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 Meghna Bank Limitedgives opportunity to maintain foreign currency account through its
authorized dealer branches. Bangladesh nationals residing abroad or foreign nationals
residing abroad or Bangladesh and foreign firms operating in Bangladesh or abroad or
Foreign missions and their expatriate employees.

Benefits (Condition Apply) Account Opening

No initial deposit is required to open the 2 copies of recent photograph of

account. account holder.

Interest will be offered 1.75% for US Dollar Nominee's Photograph.

account, 3.00 % for EURO Account and 3.25%
Passport Copy.
for GBP Account.
ID of residence in abroad.
They will get interest on daily product basis on
the credit balance (minimum balance of US$
1,000/- or GBP 500/- at least for 30 days)
maintaining in the account.

7) NFC Deposit:

Meghna Bank Limitedgives opportunity to maintain foreign currency account through its
authorized dealer Branches. All non – resident Bangladeshi nationals and persons of Bangladesh
origin including those having dual nationality and ordinarily residing abroad may maintain
interest bearing NFCD
Benefits (Condition Apply) Account Opening

19
 NFCD Account can be opened for One month, 2 copies of recent photograph
Three months, Six months and One Year through US of account holder.
Dollar, Pound Starling, Japanese Yen and Euro.
Nominee's Photograph.
The initial minimum amount of $1000 or 500 Pound
Passport Copy.
Starling or equivalent other designated currency.
ID of residence in abroad.
Interest is paid on the balance maintain in the
Account. This interest is tax free in Bangladesh

NFCD Account can be opened for One month, Three 2 copies of recent photograph
months, Six months and One Year through US Dollar, of account holder.
Pound Starling, Japanese Yen and Euro.
Nominee's Photograph.
The initial minimum amount of $1000 or 500 Pound
Passport Copy.
Starling or equivalent other designated currency.
ID of residence in abroad.
Interest is paid on the balance maintain in the
Account. This interest is tax free in Bangladesh

iv) Issuing Cheque Book:

New Account holder has to fill up an application form, which is provided by MGBL .After
verifying depositor signature the authorized officer put branch seal, and put signature. Seal, name
of the account holder, account number, cheque number are recorded in the register book. When
all this function is successfully completed the client gets his cheque book and put his signature
on the register book.

There are three types of cheque book in Account Opening department:

20
 • Ten leaves Cheque book: used only for savings accounts
• Twenty ieavesCheque book: used for current account
• Fifty leaves Cheque book: used only for current account but this is provided those
who are loyal customer or those depositors who are loyal customer when a existing
customer wants to withdraw a new cheque then he should give a requisition slip to
the bank which he gets from previous cheque book.

In Case Of lost cheque book, account holder has to place a general diary(GD) and must have to
fill an indemnity bond which has been authorized by the introducer with a stamp Paper of 150&
stop payment is given by the bank so that no payment can be made by any branch.

Application Form for Current /Savings/STD/FDR Account holder:

• Personal account
• Information about & photo of Nominee.
• Signature of account holder
• voter id no. of nominee &account holder
• Information about & photo of account holder
• Transaction profile
• KYC(know your customer) form-1
• KYC(know your customer) form-2
• KYC(know your customer) form-3
• Introducer information
In case of current account-

• Tin Number
• Information about the business
• Agreement of the business
In case of joint account-

• Information about joint account holders

• photographs attested by introducer
• specimen signature of account holder
In case of partnership-

21
 • Certified copy of resolution of opening an account
• Certified copy of certificate of registration
• Resolution of executive committee
• Copy of Govt. approval In case of limited company:

• Certified copy of the memorandum & articles of association

• Certificate of the incorporation of the company
• Certificate from register of joint stock companies
• Latest copy of balance sheet
• extract of resolution of the board
• List of directors
• authorized signature
• Name
In case of fixed deposit: FDR slip contains

• Amount in figures
• Beneficiary’s name and address
• Period
• Rate of interest
• Date of issue
v) Closing of an account:

• If the customer is desired to close the account

• If MGBL finds that the account is inoperative for a long duration
• If garnishee Order is issued by court.
To close the account, the checkbook is to be returned to the bank .MGBL takes all the charges by
debiting the account & the remaining balance is then paid to the customer. Necessary entries are
given to the A/c closing register and computer.

3.2. Clearing Department:

Cheque, Pay order, demand draft, Pay Slip, collection of amount of other bank on behalf of its
customer is are a basic function of clearing department.

i) Meaning of clearing:

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Clearing is a process one mechanism set up by the bankers for the purpose of setting their
reciprocal debts, by exchanging among themselves bills, drafts or cheques drawn on one another.
Clearing is a system by which a bank can collect customers fund from one bank to another
through clearing house.

ii) Function of Clearing Department:

➢ Receiving cheques for collection

➢ Crossing the cheque
➢ Posting the chequein computer
➢ Clearing seal &proper endorsement of the cheque
➢ Separation of cheque from deposit slip
➢ Sorting of cheque branch wise & bank wise
➢ Preparation of 1st clearing house validation sheet
➢ pass outward instrument to the clearing house
➢ Pass inward instrument to respective department ➢ Return instrument in case of dishonor

iii) Meaning of Clearing House:

➢ Clearing House is a institution where a specific areas or region scheduled banks settles
their ineptness or more specially setting this issues. The entire scheduled bank
representative meets in a specific time in specific rooms of central bank. Bangladesh
Bank performs the clearing house in Dhaka, Chittagong, Rajshahi, and Khulna&Bogra.
Where there is no branches of Bank, Sonali Bank arrange this function.
➢ iv) Member of Clearing House:
➢ MGBL is a scheduled bank. According to the Article 37(2) of Bangladesh Bank
➢ Order,1972,the banks, which are the member of the clearing house, are called as
Scheduled Banks .The scheduled banks clear Cheque drawn upon one another through
the clearing House.

v) Types of Clearing:

23
Only the regular customers who have Savings, Current, STD, Loan Account .There are two types
of clearing:

❖ Outward Clearing: When the branches of a bank receive cheque from its customers
drawn on the other banks within the local clearing zone for collection through clearing
house, it is Outward Clearing.
❖ Inward Clearing: When the banks receive Cheque drawn on them from other banks in
the clearing house, it is Inward clearing.

3.3. Remittance & Bills Collection Department:

Banks remit fund from one place to another through their branches. Carrying cash money is
troublesome & risky. That’s why money can be transferred from one place to another through
banking channel. This is called remittance. It is one of the safest ways to transfer money from
one place to another. Remittances of funds are one of the most important aspects of the
commercial Banks in rendering services to its customers. Remittances are two types:

3.3.1. Local Remittance

3.3.2. Foreign Remittance

3.3.1. Local Remittance Department:

MGBL has its branches spread throughout the country. It serves as best medium for remittance of
fund from one place to another. This service is available to both customers & non-customers of
the bank.

i)Remittance of funds:

The main instruments of remittance of fund are:

• Telegraphic Transfer(TT)
• Payment Order(PO)
• Demand Draft(DD)

24
i)a. Telegraphic Transfer(TT):

Telegraphic transfer is the quickest & safe way of transferring money from one destiny to
another destiny. It is done by telephone message.

It is an order from the issuing branch to the Mirpur bank/branch for payment of a certain sum of
money to the beneficiary. Telex/Telegram sends the payment instruction and is paid to the
beneficiary through his account maintained with the Mirpur branch or through a pay order if no
a/c is maintained with the Mirpur branch.

Requirements for sending TT:

• Client should have account at National Bank & sending place.

• Client should pay commission, Vat & telex charge.

• Procedure for sending TT:

• When client want to transfer money from MGBL from one branch to another branch the
following ways the customer should follow:
• 1. At first collect TT from remittance Department.
• 2. Deposit money in cash department, which he mention in cash department or cheque
• 3. Then client collect cost memo from remittance division, which work as evidence in
favor of the client The authorized officer put test code and registers it in the TT register
then authorized officer send message to that branch by telephone or telex. This message
contains client account number, test number, amount etc.
• TT Receiving:

When a TT has come from other branch, it should mention account number, test number, TT
no. favoring name. When authorized officer receive any TT message then he issue a debit &
credit voucher. A separate type of TT confirmatory advice is sent to Sirajgong branch on the

25
 same day. On receiving of the TT confirmation copy from issuing branch, the particulars of
TT are verified with reference to particulars already recorded in the T.T. payable register. In
case of payment of TT if the beneficiary does not maintain any account with the Sirajgong
branch, a Pay Order is issued in favor of the payee .

i)b .Pay Order:

Pay order is an order by an issuing branch or bank upon client for made payment of the amount
mentioned there in that named pay on according to client order. Pay Order issued only for local
payment.

Pay order issue Process:

1. For issuing pay order the client has to submit an application form to the remittance department
in the prescribed form properly filled up & signed by applicant.

2. Applicant has to pay in cash or through cheque

3. The bank issue a pay order duly crossed A/C payee

Payment of Pay Order:

As the P.O are crossed A/C payee, the same are presented to the issuing branch for payment
either through clearing or for credit to the client account.. P.O s when presented for payment is
processed in the remittance department. On making payment, the relative entry in the P.O.
register is marked by entering the date of payment in the P.O register.

Procedure for cancellation of pay order:

1. When client issued any pay order in the name of any payee .If payee does not accept the
pay order then the pay order then payee put his signature &seal backside on the pay order then
payee returns to the client. The client of the pay order has deposited it in account after that
authorized officer issue one debit & credit voucher.

2. If the client wants to cancel his pay order before submitted then have to submit with an
application form for deposited the amount to his account & he should paid cancellation charge.

Process of Issuing a Demand Draft:

26
1. Get the application form properly filled up signed by the applicant

2. Complete the lower portion of the application form meant for bank use.

3. Calculate total amount in taka including bank’s commission charges etc.

4. If the cheque is presented for the payment of the D.D officer should get the cheque duly
passed for payment by the competent authority and record the particulars of the D.D. on the
cheque.

5. If the purchaser desires his account with the branch to be debited for the amount of D.D. the
officer should get the A/c holders signature verified properly, from the

Signature card on the record of the branch. & debit client’s A/C for the total amount including
commission, charges etc.

6. If cash deposit is required, request the purchaser to deposit money at cash counter.
7. The cash department, after processing of the application form, cash or cheque, will validate
the application form. The application form is sent to the remittance department for further
processing. The remittance departments issue a DD in favor of the client.

Payment of Demand Draft:

1. Whether the draft is drawn on their branch or the draft is crossed or not.

2. The sign of the authorized officer of the issuing branch is to be verified to be sure that draft is
genuine and Endorsement on the back, the draft must be regular in case of presented through
clearing.

3. The amount of the draft should not exceed the amount written on red ink on the top of the
draft.

4. The payee is to be properly identified in case of cash payment. The particulars of the draft i.e.
number, date, amount, name of the payee should be verified.

After verification, payments are made & necessary entries are made in the D.D payable register.
If the client is from other branch, then payment are made through LBC, In case of client of other
bank, payment are made through clearing.

27
3.3.2 Foreign Remittance Department:

Foreign remittance department involves payment of foreign draft, Payment of money from
abroad. Besides fully or partially owned exchange companies, the bank presently have an
extensive network of drawing arrangement with 37 exchange companies located in 13 countries
like Kuwait ,oman ,bahran ,saudArabi, UAE, Malaysia, Singapore, UK, Italy ,Canada etc.
Foreign department includes-

1. Payment of FTT

2. Payment of FDD

Requirement for receiving:

For receiving money, clients have to fill up a prescribed form in case of western union. For
others clients have to provide the following information:

• Name of the receiver

• Name of the borrower
• MTCN number
• Phone No of both sender & receiver etc.
• Present/permanent Address
• Amount of money etc.
• photocopy of ID/passport
• Occupation etc
The officer collects the information & provides a computerized document for made payment
through pay order / instantly.

Foreign D.D:

Moreover the banks also receive Foreign Draft which is paid through clearing to the client.

3.4 Accounts Department:

Accounts Department is called as called as the nerve center 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 depositor’s money. Improper recording of transaction will

28
lead to the mismatch in the debit &in the credit side. To avoid these mishaps, the banks provide a
separate department; whose function is to cheque the mistakes in passing vouchers or wrong
entries or fraud or forgery. This department is called accounts department. If any discrepancy
arises regarding any transaction this department report to the concerned department.

Beside this the bank has to prepare some internal statement as well as some statutory statements,
which are to be submitted to the central bank & the Head Office.

i)Functions of Accounts Department:

• Recording the transactions in the cash book.

• Recording the transactions in the general & subsidiary ledger
• Preparing the daily position of the bank comprising of deposit & cash.
• Preparing the daily statement of affairs showing all the assets and liability of the
branch as per general & subsidiary ledger separately.
• Making payment of all the expenses of the branch
• Recording inter branch fund transfer & providing accounting treatment in this regard
and Preparing monthly statement of the employees
• Preparing weekly position for the branch which is sent to the head office to maintain
cash reserve requirement (C.R.R)
• Preparing weekly position for the branch which is sent to the head office to maintain
Statutory reserve requirement(S.L.R)
• Make charges of different types of duties
• Preparing the for the branch by fixing the target regarding profit & deposit so as take
necessary steps to generate & mobilize profit
• Checking of transaction list
• Recording of the voucher in the voucher register ii) Daily Statement:

Daily statement is the most important statement to calculate the transaction of a day. It is
prepared at the end of the day. Daily statement provides actual position as well as reliability of
national bank it contains the following information:

29
 • Total deposit • FC in hand
• Total sundry deposit • Bangladesh bank(LCY)

• Total bills payable • Bangladesh Bank(FCY)

Total loans &advances Sonali bank(as an agent
• •
Cash in hand Bangladesh bank)
•
Prize bond Islami bank Bangladesh limited o
• • f
• NationalChartard Bank Limited

iii)Transfer Book:

Transfer book is one of the daily activities of accounting process. It is a handwritten function.
Account Officer has to make entry of each and every transaction in transfer book without cash &
clearing voucher. Transfer book contains two side of transaction as debit & credit. Each & every
transaction has to have equal amount on both side of transfer book. All the vouchers, documents,
instrument recorded into transfer book should contain transfer seal as well as transfer no of the
book. Account officer register it in the register book before computer posting. End of banking
hour account officer calculate transferred amount and debit balance & credit balance should be
equal from the transfer book the number of voucher made on that day is calculated to record in
voucher register. iv) Voucher Register:

Voucher register is a record book of no of voucher. Number of vouche are made each day is
recorded in voucher register as per date and under particular head. No of vouchers are recorded
under following head as:

1. Ledger C/D: No of voucher made on current deposit on a particular date.

2. Ledger S/B: No of voucher made on saving deposit on a particular date

3. Ledger cash book: No. of voucher made on cash book.

4. Ledger Income/expenditure: No of voucher made for income/expenditure

5. Ledger B/L: No of vouchers made for bills payable.

6. Ledger Subsidiary: No. of voucher made for subsidiary

30
7. Ledger IBTA: No of voucher made on IBTA online in a particular date.

8. Lerdger Loan: No. of voucher made on loan.

9. Total Ledger: Summation of no of vouchers made on a particular date.

3.5. Cash Department:

Bank, as a financial institution accepts surplus money from the people as deposit and give them
opportunity to withdraw the same by cheque etc. But among the banking activities cash
department play an important role. It denies the main function of a commercial bank receiving
deposit and paying cash on demand. As the department deals directly with customers, the
reputation of the bank depends on it.

Function of Cash Department:

a. Cash Receiving:
When customer wants to deposit his money then he deposited it by pay slip in the cash
counter .After receiving money pay slip from client ,officer do the following things:

• Officer ensure that all the writing on pay slip have been right.
• They count money & write denomination in the backside of the payslip
• Then officer put cash receive seal on the carbon copy of the pay slip • Officer put his
signature on the carbon copy of the pay slip
• Then register in cash receive register book.
b. Cash Payment:
When depositors want to withdraw money then he present or order cheque for withdrawing cash
from cash counter. At first deposit holder present his cheque on the deposit desk. Then the
authorized officer checks that Cheque and amount has been balance in his account. When every
things right then the amount has been debited to the depositor account on which the cheque has
been drawn. If there is any doubt in the signature which has been appeared on the specimen
signature card has verified. Then bearer has sighted on the back side of the cheque & authorized
officer made payment. The authorized officers have to maintain cash payment register which
includes-

31
 • Cheque No.
• Account No.
• Payment Amount
• Authorized signature
• Payment date

C. Transaction cash money:

At thebeginning of the banking hour in charge of the cash department provides some money
from the vault to the counter officer meets client demand. Cash in charge keep record of that
amount. At the end of the banking hour balance must be equal with the balance on the receipt
&payment book.

d. Vault Requirement:

Each branch of national bank ltd has ability to maintain five million taka in their vault to meet
their daily transaction. Because every vault has an insurance premium which limit is five million
taka. If any branches need more than five million taka then branch bring it from principle branch
or the nearest branch of MGBL.

3.5 Deposit Department:

• To record all the deposit information of SB, CD, STD, FDR, NMS, and MMS A/C
after an account is opened.
• Verify the signature with the computer recorded specimen in case of cheque receives
or payment & requisition slip.
• Confirmation of the balance in case of cheque receipt or payment.
• Made confirmation of the online deposit & payment.
• Posting all the vouchers according to cash, clearing &voucher

32
• Posting of all the requisition slip
• Balancing any amount of deposit & payment etc.

Any receive & payments through cheque are first posted in computer & then are send to
cash department. Online receipt & payment are also are posted in computer either in cash
or cheque& vouchers are posted in computer. So deposit plays an important function in
the overall banking activities. It is the centre of all banking act ivies. So as a private bank
MGBL is trying it’s best to extend their service to the public. MGBL, Mirpur Branch
provides all kinds of commercial banking services to its customers General banking is
engaged in cash receipt, payment, cheque clearing, opening accounts, deposit scheme,
and local remittance etc. So if the MBL wants to continue a profitable business and
position itself as one of the top bank in the bank arena then it has to earn the trust of their
assets and must be concerned about their commitment to the customers.

33
4.1 Analysis of Selected Banks

4.1.1 Initial Deposit to Open Savings and Current Account:

5 Particulars National Bank Ltd. Mercantile Bank Ltd Southeast Bank Ltd.
Savings Account 1,000 500 2,000
(Tk)
Current Account 4,000 1,000 5,000
(Tk)

Source: Schedule of bank charges of MGBL, MBL and SEBL

Initial Deposit to Open Savings & Current Account (Tk)

6000
5000
5000

4000
3000
3000
2000
2000
1,000 1000
1000 500

0
NBL MBL SEBL
Savings Account Current Account

Figure 4.1: Initial deposit to open savings and current account

Interpretation: Initial deposit to open savings account and current account of MGBL is higher
than MBL but lower than SEBL. Savings account holders have to pay Tk. 1000 in MGBL, Tk.
500 in MBL and Tk. 2000 in SEBL. Current account holders have to pay Tk. 4000 in MGBL,
Tk. 1000 in MBL and Tk. 5000 in SEBL.

34
4.1.2 Minimum Charges for Savings and Current Account:
5 Particulars National Bank Ltd. Mercantile Ban Southeast Bank
Ltd k Ltd.

Savings Account 100 300 300

(Tk)
Current Account 500 500 500
(Tk)

Source: Schedule of bank charges of MGBL, MBL and SEBL

Minimum Charges for Savings & Current Account (Tk)

600
500 500 500
500

400
300 300
300

200
300
100

0
NBL MBL SEBL
Savings Account Current Account

Figure 4.2: Minimum charges for savings and current account

Interpretation: Minimum charge for savings account of MGBL is lower than MBL and SEBL.
Savings account charge is Tk. 100 in MGBL, Tk. 300 in MBL and Tk. 300 in SEBL. Current
account charge is same in MGBL, MBL and SEBL. Current account charge is Tk. 500 in SBL,
Tk.
500 in MBL and Tk. 500 in SEBL.

35
4.1.3 Savings Account and Current Account Closing Fees:
Particulars National Bank Ltd. Mercantile Ban Southeast Bank
Ltd. k Ltd.

Savings Account 200 200 200

(Tk)
Current Account 400 300 300
(Tk)

Source: Schedule of bank charges of MGBL, MBL and SEBL

Savings Account & Current Account Closing Fees (Tk)

400
400

300 300
300

200 200 200

200

100

0
NBL MBL SEBL
Savings Account Current Account

Figure 4.3: Savings and current account closing fees

Interpretation: Savings account closing charge of MGBL is equal to MBL and SEBL. Savings
account closing charge is Tk. 200 in MGBL, Tk. 200 in MBL and Tk. 200 in SEBL. Current
account closer has to pay Tk. 400 in MGBL, Tk. 300 in MBL and Tk. 300 in SEBL.

4.1.4 Cheque Book Issue Charge Per Leaf:

36
5 Particulars National Bank Ltd. Mercantile Ban Southeast Bank
Ltd. k Ltd.

Cheque Book Issue 3 3 6

Charge Per Leaf.
(Tk)

Source: Schedule of bank charges of MGBL, MBL and SEBL

Cheque Book Issue Charge Per Leaf (Tk)

8
7
6
6
5
4
3 3
3
2
1
0
NBL MBL SEBL
Cheque Book Issue Charge Per Leaf

Figure 4.4: Cheque book issue charge per leaf

Interpretation: MGBL cheque book Issue charge per leaf is equal to MBL and much lower than
SEBL. Beside SBL also issue cheque book at 3-5 working day.

4.1.5 Pay Order Charges:

4.1.5.1 Pay order charge of MGBL:
Pay Order Amount Commission and Vat
Up to BDT 500,000 BDT 50.00

37
Above BDT 500000 BDT 100.00

Table 4.1: Pay order charge of MGBL

4.1.5.2 Pay Order Charge of MBL:

Pay Order Amount Commission and Vat
Up to BDT 10,000 BDT 25.00
Above BDT 10,000 to BDT 1.00 Lac BDT 50.00
Above BDT 1.0 Lac BDT 100.00

Table 4.2: Pay order charge of MBL 4.1.5.3

Pay order charge of SEBL:
Pay Order Amount Commission and Vat
Up to BDT 10,000 BDT20.00
Above BDT 10,000 to BDT 1.00 Lac BDT 50.00
Above BDT 1.00 Lac to BDT 5.00 Lac BDT 100.00
Above BDT 5.00 Lac to 10.00 Lac BDT 150.00
Above BDT 10.00 Lac BDT 200.00
Table 4.3: Pay order charge of SEBL

Interpretation: The minimum pay order rate of MGBL is higher than MBL and SEBL. From the
above figure we can see that MGBL provides many criteria of pay order range, such as minimum
range is up to BDT 500,000 and the charge is BDT 50 and the pay order charge for above BDT
5.00 Lac is BDT 100.

4.1.6 Number of ATM Booths:

Particulars National Bank Ltd. Mercantile Ban Southeast Bank
Ltd. k Ltd.

No. of ATM Booths 10 138 107

38
 Table 4.4 : Number of ATM Booths

Number of ATM Booths

138

120 107

80

40
10
0
NBL MBL SEBL
Number of ATM Booths

Figure 4.5: Number of ATM Booths

Interpretation: Number of ATM booths of MGBL is less than MBL and SEBL. Number of
ATM booths is 10 in MGBL, 138 in MBL and 107 in SEBL. Number of total ATM booths are
10 of MGBL situated in 3 districts in Bangladesh, 138 of MBL situated in 37 districts in
Bangladesh and 107 of SEBL situated in 26 districts in Bangladesh. Number of ATM booths of
MGBL is less than MBL and SEBL in districts.

4.2 Questionnaire Analysis:

In the survey it is essential to measure customer attitude towards general banking activates of the
Meghna Bank Limited. There are different types of respondent are use as sample element. The
survey report is show below with graphical represent in percentage basis.

39
4.2.1 Profession of the Respondents:

Profession of the Respondents

22%
30% Business

Service

8% Student

Houshold

40%

Figure 4.6: Profession of the respondents

Interpretation: From this figure we see that 30% respondents of my questionnaire are business,
40% respondents are service, 8% respondents are student and 22% respondents are household.
So the majority of the customers of Mirpur branch of the Nationa Bank Limited are service.

4.2.2 MGBL’s Most Attractive Product According to the Customers:

40
 NBL's Most Attractive Product

4%
18%
Current

28% Savings

DPS

FDR

Others
34%
16%

Figure 4.7: MGBL’s Most Attractive Product According to the Customers

Interpretation: The graph shows that 18% customers are interested to open current account,
34% customers are interested in savings account, 16% customers are interested to open DPS,
28% customers are interest to open FDR and others are 4%. So, the customer is mostly like to
open savings account.

4.2.3 Account Opening Procedure of MGBL is easy:

41
 Account Opening Procedure of NBL

5%

12%
Strongly Agree
42% Agree
Neutral
17%
Disagree
Strongly Disagree

24%

Figure 4.8: Account opening procedure of MGBL is easy

Interpretation: The graph shows that 42% respondent strongly agree that the account opening
procedures of MGBL is easy and 24% respondent are only agreed that account opening
procedures of MGBL is easy. Beside 17% respondent are neutral, 12% respondent are disagreed
and 5% respondent are strongly disagreed. So, it has been found that most of the customers are
strongly agree that account opening procedure of MGBL is easy.

42
4.2.4 ATM Facilities of NBL:

ATM Facilities of NBL

8%
20%
Strongly Agree
21% Agree
Neutral
Disagree
19% Strongly Disagree

32%

Figure 4.9: ATM Facilities of MGBL

Interpretation: The graph shows that 20% respondent strongly agrees that MGBL ATM
facilities are very good and 19% respondents are only agreed. Beside 32% respondent are
neutral, 21% customers are disagreed and 8% are strongly disagree. So, the MGBL ATM
facilities are good.

43
4.2.5 Online Facilities of NBL:

Online Facilities of NBL

6%
20%
15%
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
30% 32%

Figure 4.10: Online Facilities of MGBL

Interpretation: The graph shows that 20% respondents are strongly agreed and 32% respondent
are agreed that online service is satisfactory. On the other hand 30% respondents are neutral,
15% respondents are disagreed and 6% respondents are strongly disagreed. So, it has been found
that most of customers are agree that MGBL online service system is the best.
4.2.6 Money Transfer Facility is quick and easier for Customer:

44
 Money Transfer Facility of NBL
1%

9%

Strongly Agree
20% 40% Agree
Neutral
Disagree
Strongly Disagree

30%

Figure 4.11: Money transfer facility is quick and easier for customer

Interpretation: Customers of Meghna Bank Limitedare satisfied their money transfer services.
The customer of MGBL said that MGBL money transfer facilities are quick and easier for
customer. Because 40% respondent are strongly agreed, 30% respondent are agreed, 20%
respondent are neutral and 9% respondent are disagreed but only 1% respondent are strongly
disagreed that MGBL money transfer facilities are not quick. So, it has been found that most of
customers are strongly agreed that money transfer facilities of MGBL are good.

4.2.7 Service Charges of the SBL is Satisfactory to the Customer:

45
 Servicing Charge of the SBL is Satisfactory

8%

12%
Strongly Agree
35%
Agree
Neutral
15% Disagree
Strongly Disagree

30%

Figure 4.12: Service Charges of the MGBL is Satisfactory of the Customer

Interpretation: The Meghna Bank Limitedcustomers are satisfied with the SBL Service
Charge. Because 35% respondents are strongly agreed, 30% respondents are agreed and 15%
respondents are neutral but 12% respondents are disagreed and 8% respondents are strongly
disagreed. So, it has been found that most of customers are strongly agree that servicing charge
of the SBL is satisfactory to the customer.

5.1 Findings

The study, General Banking of Meghna Bank Limited, reveals the following major findings:

Initial deposit to open savings account and current account of MGBL is higher than that
MBL but lower than that of SEBL.

46
Maximum numbers of customers of Meghna Bank Limitedare pleased with the service
charges.
Large portion of the respondent are satisfied about the account opening process of MGBL.
Most of the customers of Meghna Bank Limitedare satisfied with their money transfer
services.
Most of the respondents are agreed that online service is satisfactory.
Most of the respondents are strongly agreed that service charge of the MGBL is
satisfactory to the customer.

47
5.2Recommendations

The following recommendations can be suggested to improve the general banking functions of
Meghna Bank Limited.

Meghna Bank Limitedshould reduce closing charge of current & saving account.
In order to increase the level of customer satisfaction the card division of Meghna Bank
Limitedshould work more promptly.
As the number of ATM booth of Meghna Bank Limitedis few so whenever the customers
use other banks’ ATM booth they have to pay an additional amount per transaction.
Therefore, the number of ATM booth should be increased in prominent location of whole
Bangladesh.
Meghna Bank Limitedshould introduce online mobile banking to attract more customers.

5.3 Conclusion

It was great pleasure for me to do my internship program in an esteemed organization like

MGBL. Though my practical exposure in MGBL, Mirpur Branch for just three months, it
provides me a wide range of scope to observe the factions of bank through the cordial assistance
of its employers. I had the scope to focus on overall banking system. Honorable Manager Sir
helps me as his level best. He shows me the path of a successful banker by practically and
theoretically.

The popularity of banks is increasing day by day which leads to increase competition as well. All
the commercial banks are offering almost the same products and services and their operation
system is almost same. But the ways they provide the services are different from each other. So

48
people choose their bank according to their satisfaction and needs. They will prefer the bank of
which service is easily accessible and understandable. On the other hand, bank innovate new
products and services to attract their desired customers. In short, National Bank Ltd. is such a
commercial bank which is rendering all commercial banking services to the customers. They
believe in developing strong interpersonal relationship with each other. As such, they are morally
bound to provide high quality banking services with the latest technology to obtain optimum
return on shareholder's equity ensuring safety of depositor's money. Though they are already
practicing such thing but sometimes they face some problems. Those problems arise because
sometimes they don’t know the perception of deposit holders. In the internship period I noticed
that problem. So, I decided to make a research based on customer’s perception towards banking.
To do this study, I conducted a survey which was done by the customer of Meghna Bank
Limited, Mirpur Branch. After getting their opinion, I tried to provide some solution as
recommendation to recover from this problem. By this way I conclude my report on “Analyzing
the Customer Satisfactions and Reasons Behind it on General Banking Activities of National
Bank Ltd”.
Bibliography

➢ Kothari, C. R., 2004, Research Methodology, New Age International Publishers, New
Delhi, India.
➢ Meghna Bank Limited(MGBL), Annual Report 2016, Dhaka, Bangladesh.
➢ Meghna Bank Limited(MGBL), Schedule of Charges, viewed on December 2, 2017
from http://www.MGBLbd.com/downloads/soc_gb.pdf
➢ Mercantile Bank Limited, Annual Report 2016, Dhaka, Bangladesh.
➢ Mercantile Bank Limited, Schedule of Charges, viewed on December 10, 2017 from
https://mblbd.com/Schedule-Charges.php
➢ Southeast Bank Limited, Annual Report 2016, Dhaka, Bangladesh.
➢ Southeast Bank Limited, Schedule of Charges, Schedule-of-Charges- viewed on
December 2, 2017 from http://www.southeastbank.com.bd/schedule-charges.php

49
50
Appendix
Questionnaire

1. Name:

2. Gender:
a) Male b)Female
Neither
Particular good No
Excellent Good Bad or bad comment

6. Employees of MGBL can efficiently

solve customer’s problem

7. Employees that provide general

3. Age:

a) 15-25 b) 26-36 c)37-47 d) 48-6

4. Occupation

a)Businessman b)Service Holder c) Others

5. Income:

a) 5,000-10,000 b)10,000-50,000c) 50,000-1, 00,000 d) above-1, 00,000

Strongly Agree Agree Neutral Disagree Strongly Disagree

banking functions are well

informed about the bank service

51
8. It is easy to open an account in
Meghna Bank Limited
9. New cheque book issuance time of
MGBL is acceptable
10. Pay order issuance procedure of
MGBL is complex
11. Waiting time to get service from
MGBL is lengthy

52