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INTERNSHIP REPORT ON
“A Study on the Banking Procedures of the General
Banking Department of Trust Bank Limited, Banani Branch”.

Submitted To:
Muhammad Ariful Ghani
Lecturer
School of Business
Primeasia University

Submitted By:
Afrina Akther
ID: 171 018 045

Submission Date: 06 February 2021

 INTERNSHIP REPORT ON
“A Study on the Banking Procedures of the General
Banking Department of Trust Bank Limited,
Banani Branch.”

Page | 2
 Letter of Transmittal

06 February 2021
Muhammad Ariful Ghani
Lecturer
Department of BBA & MBA
Primeasia University

Subject: Submission of Internship Report on “A Study on the Banking Procedures of the

General Banking Department of Trust Bank Limited.”

Dear Sir,
Here is my report name is “A Study on the Banking Procedures of the General Banking
Department of Trust Bank Limited” which my supervisor Muhammad Ariful Ghani and you
have assigned me in order to give a clear concept of actual survival, growth and future potential
of Trust Bank Limited.
In making this report a worthy one, I have tried my best to gather all relevant information by
which I could gain access. I hope that it will meet my expected standard.
Especially the given lecture on Writing Formal report of my supervisor Muhammad Ariful Ghani
made me a lot comfortable and made the hard work easier for me. After analyzing the topic I am
submitting this report for any kind consideration and thanking you for any constant assistance
and guidance. I will be available for any classification of this report, whenever necessary.
Thanking You,
Yours Sincerely,

Afrina Akther
ID: 171- 018- 045
Major: Finance
BBA Program, Primeaisa University
Page | 3
 Letter of Endorsement

The Internship on Report entitled “A Study on the Banking Procedures of the

General Banking Department of Trust Bank Limited, Banani Branch”, has
been submitted to the Office of Placement & Alumni, in partial fulfillment of the
requirements for the degree of Bachelor of Business Administration (BBA), Major
in Finance, Faculty of Business Administration on 31 January 2021 By Afrina
Akther, ID: 171-018-045. The report has been accepted and may be presented to
the Internship Defense Committee for evaluation.

………....……………………
Muhammad Ariful Ghani
Lecturer
School of Business,
Primeasia University
Dhaka, Bangladesh
Page | 4
 Student Declaration

Afrina Akther. My ID: 171-018-045 hereby declare that the work presented report
of internship titled “A Study on the Banking Procedures of the General
Banking of Department Trust Bank Limited.” work at Trust Bank Limited, at
Banani Branch, Dhaka-1213. under the supervisor of Muhammad Ariful Ghani,
Lecturer, School of Business, Primeasia University, Banani, Dhaka-1213,
Bangladesh.

…………….…………………….
Afrina Akther
ID: 171-018-045
Bachelor of Business Administration
Primeasia University
Dhaka, Bangladesh
Page | 5
 Acknowledgment

At first we would like to express our gratitude to Almighty Allah who has given us
opportunity to go through the total process of the report in this regard.
I would like to take the opportunity to express my gratitude to my Internship
supervisor Muhammad Ariful Ghani, Lecturer , Faculty of BBA & MBA,
Primeasia University, whose direction, guidance and support helped me a lot in
writing this report.

I am also thankful to the officials of Trust Bank Ltd. Special thanks goes to Mr.
Shah Abul Bashar (Senior Assistant Vice President, Senior Manager), Quazi
Sabequnnahar (Operation Manager & Credit), Mr. Shahriar Sarwar (Junior
Officer) for their heartiest co-operation in this regard. Without their help the work
could not be finished.

Additionally, I want to thank all the employees of Trust Bank Limited, Banani
Branch who helped me in every stage of my internship by providing with their
valuable insights and suggestions.

Finally, I acknowledge the support of all concern for supporting me accomplishing

the report as well as my internship program.

Page | 6
 Executive Summary

Trust Bank Limited is a private commercial bank established in 1999 in

Bangladesh. It is backed by Army Welfare Trust of Bangladesh Army. General
Abu Belal Muhammad Shafiul Huq the chief of Bangladesh army is its chairman.
It is one of the leading private commercial banks having a network of 113 branches
SME Service Centers, 232 ATM Booths and 65 POS in 55 Branches across
Bangladesh and plans to open few more branches to cover the important
commercial areas in Dhaka, Chittagong, Sylhet and other areas in 2016.
In 2001, the bank introduced automated branch banking system. In 2005, the bank
introduced ATM services for its customers.

In January 2007, Trust Bank launched online banking services. Customers can now
deposit or withdraw money from any branch of Trust Bank nationwide without
needing to open multiple accounts in multiple branches.

Throughout my overall study I have mainly tried to critically review the General
Banking of Trust Bank Limited Banani Branch. The 1st chapter contains the
Company Profile, Background, objectives and Operation details of the Bank. The
2nd chapter describes my job responsibilities or activities undertaken by me as an
intern and the functions of the department I have had the opportunity to work in.
Chapter 3 describes constraints/challenges I had faced by the organization. It
provides a detailed review of my internship experience and my observations as an
intern. Chapter 4 I have discussed my lessons learned from the internship program.
Chapter 5 describes the data analysis part. Finally, in the last part I have included
conclusion, implications based on my experience and the recommendations I have
provided earlier.

Page | 7
 Table of Content

Prefatory Part
CONTENT PAGE NO:

Letter of Transmittal 03

Letter of Endorsement 04

Student Declaration 05
Acknowledgment 06

Executive Summary 07

Table of Contents 08-11

Chapter 1(Introduction of the Report)

SL NO: CONTENT PAGE NO:

1.1 Rationale of the Study 13

1.2 Scope of the Report 13
1.3 Objectives of the Report 14
1.4 Background of the Organization 14-20
1.4.1 History of Trust Bank Limited
1.4.2 Vision Statement
1.4.3 and Products
1.4.4 Mission Statement
1.4.5 Corporate Slogan
1.4.6 Banking Services Operation Details
1.5 Methodology of the Study 21
Page | 8

Chapter 2 (Organization Overview & Activities Undertaken)

SL NO: CONTENT PAGE NO:

2.1 An over view of The Trust Bank Limited. 23-26

Profile of Trust Bank Limited
2.2 Work Related 27-29
2.3 Organization wide 29
2.3.1 Account opening section 29
2.3.2 Clearing section: 31
2.3.3 Functions of FCAD 31
2.3.4 Cash section 31
2.3.5 Credit Department 31

Chapter 3 (Constraints & Challenges Faced During

Internship)
SL NO: CONTENT PAGE NO:

3.1 Identified In the Organization 35

3.2 Academic Preparation 36
 3.3 Missing knowledge that need to be learned in the 37
University which are relevant to the Company

Page | 9

Chapter 4 ( Lessons Learned & Concluding Statements )

SL NO: CONTENT PAGE NO:

4.1 Learning from the Organization 39

4.2 Lessons Learned from the University 39

4.3 Summary 40
4.4 Suggestions for Further Implications 41

4.4.1 Suggestions for the Organization 41

4.4.2 Suggestions for the University 43

Chapter 5 ( Data Analysis )

SL NO: CONTENT PAGE NO:

5.1 Research design 45

5.2 Analysis Based on Questionnaire Data 46

5.2.1 Demographic Questions Analysis 47-51

 5.2.2 Data Analysis 52-57

Page | 10

Chapter 6 ( Conclusion Part )

SL NO: CONTENT PAGE NO:

6.1 Limitations of the Study 59

6.2 Findings of study 59
6.3 Recommendation 60

6.4 Conclusion 62
6.5 References, 63-66
Appendix (Questionnaire )
 Page | 11

CHAPTER 1

(Introduction of the Report)

 Page | 12

1.1 Rationale of the Study

I have completed 42 courses in my undergraduate program. This internship report

is based on three months of working experience as an intern in Trust Bank Limited,
Millennium branch. This report submission is prerequisite to peruse Bachelor of
Business Administration program from Primeasia University. In addition I want to
get general ideas about the service given by the bank and different sort of
operations, activities done in the organization. I am trying to implement my
academic learning as well as present the activities undertaken by me during the
internship program. Beside this I am trying to execute each and every aspects what
I have learn throughout my university life. This report completion will help me to
know my condition. This report is reflecting the whole scenario of my BBA
program. I am trying to add value by submitting this internship report. By this
report I got the basic ideas of Banking service. This internship period and
internship report will help me to build up my career.

1.2 Scope of the Report:

This internship report covers all the trade related products handled by the “Trust
Bank Ltd.” such as Foreign Exchange, Cash Dept., Dispatch, Account Opening,
Remittance, Accounts, Administration and Loans & Advances etc.

This report has been prepared through extensive discussion with bank employees
and with the customers. While preparing this report, I had a great opportunity to
have an in depth knowledge of all the banking activities practiced by the “Trust
Bank Ltd.” It also helped me to acquire a first hand perspective of a leading
private Bank in Bangladesh.

Page | 13

1.3 Objectives of the Report

The objectives of the report are as follows:

● To know about the product offerings of Trust Bank Limited.

● To know about the existing client pattern of the Bank.

● To observe and understand the General Banking Procedures and applications

of the Bank.
● To know about the basic documentation required for the Banking
procedures.
● To learn the Banking culture and the operational practices of the banking
sector.

1.4 Background of the Organization:

⮚ Established in 1999.

⮚ Incorporate as a Public Limited Company.

⮚ Sponsored by AWT.

⮚ Present shareholding ratio 60:40 in favor of AWT.

 ⮚ Chief of Army Staff is the Ex-officio chairman of the Board of
Directors

1.4.1 History of Trust Bank Limited

Trust Bank Limited is one of the leading private commercial banks having a spread
network of 113 branches & SME centers, 232 ATM Booths. The bank, sponsored
by the Army Welfare Trust (AWT), is first of its kind in the country. In the year
2005, the bank moved one step further and introduced ATM services for its
customers. In January 2007, Trust Bank successfully launched Online Banking
Services which facilitate Any Branch Banking, ATM Banking, Phone Banking,
SMS Banking, Internet Banking to all customers. Customers can now deposit or
withdraw money from any Branch of Trust Bank nationwide without needing to
open multiple accounts in multiple branches. Trust Bank has successfully
introduced Visa Credit Cards to serve its existing and potential valued.
Page | 14

1.4.2 Vision Statement: Build a long term sustainable financial institution

through financial inclusion and deliver optimum value to all stakeholders with the
highest level of compliance.

1. 4.3 Mission Statement: Long Term Sustainable Growth- diversified

business with robust risk management.
Financial Inclusion- bring unbanked population into banking network through low
cost and technology based service delivery.
Accountable to all stakeholders- customers, shareholders, employees regulators.
Highest level of compliance and transparency at all levels of operation.

1. 4.4 Corporate Slogan:

“A Bank for Financial Inclusion”
1.4.5 Banking Services and Products
Trust bank provides the following services and financial products:
Their aim is to satisfy all clients, regardless of how big or small they may be.
Individuals are counseled on the best type of account suitable to them. At Trust
Bank they have designed different type of retail product to meet different need.
The following are their range of retail banking product.
Page | 15

Loan Products Deposit Products

Car loan Current Deposit Account

Apon Nibash Loan Savings Deposit Account
Personal Loan Fixed Deposit Account
Loan against Salary Trust Echo
Digital Loan Trust kotipoti
Doctor’s Loan Trust Porua

❖ Fixed Deposit

Fixed deposit is one, which is repayable after the expiry of a predetermined

period fixed by him. The period varies from 3 month.
 ❖ Interest Rate of FDR

This is for information of all concerned that the Asset Liability Committee
of the bank in its 152th meeting held on November 27, 2016 has decided to
revise the rate of interest on FDR as under:

1 months 3 months 6 months 12 months

2% 3.75% 4.00% 4.00%

Page | 16

Trust Locker Service:

There are 3 types of lockers:
1. Big
2. Medium
3. Small

Trust of locker: Big Medium Small

Security money 30000 25000 20000

Rental charge 3000 2500 2000

Automated Banking:

1) Debit Card
 2) Phone Banking
3) SMS Banking
4) Internet Banking

Islamic Banking:

● Al-Wadiah Current Account

● Mudaraba Term Deposit Receipt

● Mudaraba Special Notice Deposit

● Mudaraba Savings Account

● Mudaraba Monthly Savings Scheme

Business Banking:

1) Corporate Financing
2) SME Financing
3) Syndicated Loans
4) Infrastructure Development

Page | 17

1.4.6 Operation Details

“ORGANOGRAM”

CAREER PATH: Executive Grade

DESIGNATION ACRONYM
Deputy Managing Director DMD

Senior Executive Vice President SEVP

Executive Vice President EVP

Senior Vice President SVP

Vice President VP

Assistant Vice President AVP

Page | 18

CAREER PATH: Officer Grade

DESIGNATION ACRONYM

First Assistant Vice President FAVP

Senior Principal Officer SPO

Principal Officer PO

Senior Officer SO

Management Trainee Officer MTO

Officer/ Officer (cash) OFF/ OFF (cash)

Junior Officer/ Junior Officer (cash) JO/ JO (cash)

Trainee Junior Officer TJO

Assistant Officer/ Assistant Cash Officer AO/ AO (cash)

Trainee Assistant Officer/ Trainee Assistant Cash TAO/ TACO

Officer

Page | 19

Board of Directors at Trust Bank Limited

CHAIRMAN
Gen Aziz Ahmed, SBP (BAR), BGBM, PBGM, BGBMS, PSC, G
Chief of Bangladesh Army
 VICE CHAIRMAN
Maj Gen Shakil Ahmed SPP, nswc, afwc, psc
Adjutant General, Bangladesh Army

DIRECTORS
Brig Gen Abu Naser Md Elias SGP, ndc, afwc, psc
Brig Gen Rakib Uddin Ahmed SUP, SPP, psc, G
Brig Gen Abul Mansur Md Ashraf Khan ndc, psc
Brig Gen Md Golam Faruque SGP, SUP, nswc, afwc, psc
Brig Gen AKM Aminul Haque ndc, afwc, psc
Mr. Shahedul Islam I Mr. Arshad Jamal
Independent Director ndependent Director

MANAGING DIRECTOR
Mr. Faruq Mainuddin Ahmed

Page | 20

1.5 Methodology of the Study:

For preparing this paper, I used both Secondary and Primary data.

Collection of Primary Data:

Many of the data and information were collected from my practical
experience and queries from the executives while doing my internship at The
Trust Bank Ltd. Information and data regarding Overview of the TBL,
interest rates & charges were collected from this sources.

Collection of Secondary Data:

Data regarding the General Banking operations and Performance Evaluation

of The Trust Bank Ltd. were collected from secondary sources like: Annual
Reports, Brochures, Manuals and Publication of The Trust Bank Ltd.,
Bangladesh Bank Library, BIBM Library, DSE Library, News paper etc.
were the major sources of secondary date.

Page | 21
 CHAPTER 2

(Organization Overview & Activities

Undertaken)

Page | 22

2.1 An over view of The Trust Bank Limited

Trust Bank Limited is one of the leading private commercial bank having a spread
network of 113 branches across Bangladesh and plans to open few more branches
to cover the important commercial areas in Dhaka, Chittagong, Sylhet and other
areas in 2010. The bank, sponsored by the Army Welfare Trust (AWT), is first of
its kind in the country. With a wide range of modern corporate and consumer
financial products Trust Bank has been operating in Bangladesh since July 1999
with an authorized capital of TK 1,000 million divided into 1 million ordinary
shares of TX 1,000 each and has achieved public confidence as a sound and stable
bank.

In 2001, the bank introduced automated branch banking system to increase

efficiency and improve customer service. In the year 2005, the bank moved one
step further and introduced ATM services for its customers. Since bank’s business
volume increased over the years and the demands of the customers enlarged in
manifold, our technology has been upgraded to manage the growth of the bank and
meet the demands of our customers. In January 2007, Trust Bank successfully
launched Online Banking Services which facilitate Any Branch Banking, ATM
Banking, Phone Banking, SMS Banking, & Internet Banking to all customers.
Customers can now deposit or withdraw money from any Branch of Trust Bank
nationwide without needing to open multiple accounts in multiple Branches. Via
Online Services and Visa Electron (Debit Card), ATMs now allow customers to
retrieve 24×7 hours Account information such as account balance checkup through
mini-statements and cash withdrawals.
Trust Bank has Visa Credit Cards to serve its existing and potential valued
customers. Credits cards can now be used at shops & restaurants all around
Bangladesh and even internationally. This bank is also introducing Western
Money Union Transfer where their client’s can remit their money easily and
quickly. Trust Bank is a customer oriented financial institution.

Page | 23

In order to provide up-to-date information on the bank at fingertips to the trade and
business communities of the world, their own IT team has developed an E-mail
address and a web page for the bank. It can be accessed to under the domain:
tbl@global-bd.net and www.trustbankbd.com.
In addition to ensuring quality, Customer services related to general banking also
have the passport services facilities, phone banking, SMS banking, and Internet
banking facilities 24 hours a day. On the other hand, this bank has extended credit
facilities to almost all the sector of the country’s economy. The bank has plans to
invest extensively in the country’s industrial and agricultural sectors in the coming
days.
It also promotes the agro-based industries of the country. The bank has already
participated in syndicated loan agreement with other banks to promote textile
sectors of the country. Such participation would continue in the future for greater
interest of the overall economy. Keeping in mind the client’s financial and banking
needs the bank is engaged in constantly improving its services to the clients and
launching new and innovative products to provide better services towards
fulfillment of growing demands of its customers.

Trust bank limited at the end of the year 2006 changed their name from “The Trust
Bank Limited” to “Trust Bank Limited” and also changed their logo to bring the
bank more closely to the general public.

Head Office of the Bank is located at Shadinata Tower Bir Srestha Shahed
Jahangir Gate, Dhaka Cantonment, Dhaka-1206, Bangladesh.

Page | 24
 Page | 25

Profile of Trust Bank Limited:

Industry Banking

Type Public

Founded 1999, 22 years ago in Dhaka, Bangladesh

Head Office Shadhinota Tower, Bir Srestha Shahid Jahangir Gate,

Dhaka Cantonment, Dhaka, Bangladesh.

Key people General Aziz Ahmed (Chief of Bangladesh Army)

Chairman

Mr. Faruq Moinuddin (Managing Director & CEO)

Products Banking services, ATM services, Consumer Banking

Corporate Banking, Investment Banking.

Number of Branch 113 Branches all over the Bangladesh.

Website www.tblbd.com

Page | 26

2.2 Work Related

As an intern I had started my internship program at “TRUST BANK LIMITED”
Banani branch from your starting date. Mainly I worked at the department of
General Banking. During my internship program I have performed many duties as
assigned by my supervisor. Normally the bank does not follow any specific
guideline or has fixed responsibilities for interns. Therefore I have done many
pending works and other different type of tasks in different desks as required. I am
very grateful to my supervisor for letting me carry out the responsibilities. This has
enriched my practical knowledge and also has given be a corporate exposure. Most
of my job responsibilities as an intern were regarding general banking. The
description of my duties are given below:

⮚ Account Opening Form Fill Up: My first task was to fill up forms for new
customers who wish to open an account. Documents needed for open an
account are- 1) 3 passport size photo, 2 Photocopy of national ID/Passport,
3)1 passport size photo of nominee, 4) Photocopy of service ID/ Trade
license, 5) Initial deposit money (cash) Savings-1600, current-5800. For this
see the Appendix 1. All the procedures of opening account are as below
with proper flow chart:

At first customers
come and ask for I ticked the I checked the full
an account form where form whether it is
opening form. It right or not and
can be savings or necessary and
check the
current. make it
documents.
understandable.

After that I updated the

form with extra two
form- KYC and SBS.
Then stapled that and
give the specific seals
where required.
Page | 27
⮚ Create CRM: This CRM is a customer unique code which is created in
computer. By CRM they can easily find a customers all information in
computer.
⮚ Maintain Proper Files: I was given several types of filled up forms or
different types of letters which I had to sort into groups and keep them in
specific files or box with specific serial number on it.
⮚ Giving Seal: My supervisor assigned me the work to give seal in the forms.
There were several types of seals like- branch seal, signature admitted seal,
signature verified seal, managers seal, account opening officers seal etc.
Many times, I have been given a number of cheque books to place the
Dhaka logo seal in each cheques.
⮚ Transferring Documents: Sometimes I had to take documents and take
them to other departments where it is required. When some documents need
approval through signature, I had to take them to the branch manager for
signing the papers and take them back to my supervisor.
⮚ Cheque book Management: As an intern it is my major duty to sort out
the cheque books. Many cheque books given to our department on a regular
basis. I had to sort out the books date wise and account wise, like- Current
account (CD) & Savings or Salary account (SB). Then I had to sort out
these by online and offline branches. Online means cheque books of other
branches and offline means cheque books of our branches.
⮚ Cheque Book Issue Register: The in-charge officer of the cheque book
maintains cheque issues register. I was also assigned to fill in these data
such as customers name, account number and serial number of the cheque
book in the register.
⮚ Giving Statements: Many times I had to print statements, placed a Dhaka
seal on it and give it to the customers.
 ⮚ Giving Solvency Certificate: Solvency provided if requested, based on
A/C statement, certifying customer’s condition mentioning A/C no, Type,
Name, Tenure, current balance.
⮚ Cheque book issue to the clients: Regular I had to issue cheque book to
the client. When a client came for their cheque book at first I ask them to
give

Page | 28

me their account number. Then I searched the number on PC. The PC show
me the date of requisition of the cheque book. After that I easily found the
book by that date, give entry to the register book, place the serial number of
the cheque book on the requisition slip and take signatures on the register
book as well as on the requisition slip. After that I verified the signature,
place a Dhaka seal on the top the white page of the book and write the issue
date and give it to the client. At last enter new cheque book number in a
register against customer name.

⮚ Debit card issue: Several times I issued debit card to the customers. At first
I searched the account number and see the date as like cheque books. After
that I take the signature of the client on the slip of the card. I take more two
signatures on the card register file as well as pin register file. Then I verified
the signatures and give card and pin to the clients with give a brief to them
that how and from when they can use the debit card. Also when customers
come to create a debit card for personal use I used to give them debit card
form and brief them how to fill. For this see the Appendix 2.

2.3 Organization Wide:

Most of my internship period at Trust bank comprised of tasks under general

banking department. It is the most widely considerable division for interns to know
about the primary root level banking system. Following description of the General
Banking sections are completely based on my observation during my internship
period in Millennium branch. Some of the activities performed under General
Banking are:
2.3.1 Account opening section: An officer introduces customers to the bank’s
several deposits and savings scheme. Customers provide basic necessary
information needed to open an account. The authorized officer issues deposit slip
and cheque book.

Page | 29

⮚ Know Your Customer (KYC):

In elaboration KYC stand for “Know Your Customer”. It is process by
which we can ascertain an identify of customer in locality.

⮚ Transaction Profile (TP):

TP is mainly a declaration of a customer of his/ her monthly and yearly
transactions from his/ her account.

⮚ Cheque book issue:

Fresh cheque book is issued to the account holder only against requisition
on the prescribed requisition slip attached with the cheque book issued
earlier, after proper verification of signature of the account holder
personally.

⮚ Cheque clearance section:

This section of the bank receives all kinds of cheques in favor of the client
for clearing as the part of their banking service. After receiving the Cheque
it is necessary to endorse it and cross it specially.

⮚ Account closing section:

 Upon the request of a customer, an account can be closed. After receiving
an application from the customer to close an Account, the following
procedure is followed by a banker. The customer should be asked to draw
the final cheque for the amount standing to the credit of his a/c less the
amount of closing and other incidental charges and surrender the unused
cheque leaves.

⮚ Closing the Account:

Upon the request of a customer, an account can be closed. After receiving
an application from the customer to close an Account, the following
procedure is followed by a banker. The customer should be asked to draw
the final cheque for the amount standing to the credit of his a/c less the
amount of closing and other incidental charges and surrender the unused
cheque leaves.

Page | 30

2.3.2 Clearing section: This section receives all kinds of Cheques in favor of
the client for clearing as the part of their banking service. After receiving the
Cheque it is necessary to endorse it and cross it specially.

2.3.3 Functions of FCAD:

● Interest on TBL General A/C.

● End of the month all transaction monitoring.

● End of the month checking adjusting A/C heads.

● End of the month interest calculating and updating with IT.

● Stock register.
2.3.4 Cash section: Cash department is the most vital and sensitive organ of the
branch as it deals with all kinds of cash transactions. This department starts the day
with cash in vault. Each day some cash that is opening cash balance are transferred
to the cash officers from the cash vault. Net figure of this cash receipts and
payments are added to the opening cash balance.

2.3.5 Credit Department: Trust Bank Limited Banani branch has another
department which is Credit Department. In Trust Bank Credit Department is not
under General Banking. Credit department’s main work is about Loan processing.
Trust Bank Limited has various kinds of loan products. Credit Department’
activities are very systematic. Their work procedures are given below:

Page | 31

Collecting
loan
information
of the
applicant.
Design the
appropriate loan Collecting
structure business
according to the information for
positive which loan is
decision. sought.

Collecting
the primary
risk related
 Making
decision on
the basis of
loan analysis.

Assembling
Analysing & all credit
fined very information
essential risk together.
information. Analysing
sensitive
risky credit
information.

Figure: Credit Analysis Steps

Page | 32

All the procedures of account opening:

Account Opening from fill up

Create CRM

Add KYC

Transaction Profile (TP)

 Cheque Document

Update From (Giving Seals)

Give the Account Number

Cheque Book Issue

Cheque clearance

Debit Card Issue

Page | 33

CHAPTER 3
 (Constraints & Challenges Faced During
Internship)

Page | 34

3.1 Identified in the Organization

As the world is changing everyday with the advancement in technology and the era
of globalization, competition among banks is increasing intensively. So to
compete, TBL should gain more efficiency in the banking sector. They need to
upgrade its services otherwise it is not so far that the company will lose its valuable
client. As I have an opportunity to work with this bank in the light of my practical
experience, I would like to discuss its major lacking:

● Lack of promotional activities: Most of the senior employees are

traditional minded. They don’t have enough marketing and promotional
knowledge.
● Lack of security: At TBL Millennium branch there is a security guard at the
entrance and one at the ATM booth outside. But inside, during banking
hours, it gets really tough to keep personal belongings safely. Sometimes
there are cases of lost belongings among the employees and also customers.
For example- during my internship period one of my managers mobile was
stolen by a customer.
● Lack of proper maintenance of files: At first when I joined as an intern,
one of my major basic duties was to sort out documents and file them into
boxes. Whenever any In- charge officer asked me to pull up a file from these
boxes, for example, a specific account opening form, I found it very difficult
to search those files, as it required a huge amount of manually done
searching.
● ATM Booths: In present time moreover every customer wants to have a
debit card. For that reason other banks increasing their ATM booths for
customer service. In this side TBL is different from other bank. They are not
increasing their ATM booths that way to meet up the customer demands.
● Female employees and their personal life issues: Almost 50% of the
employees in my branch are female and 80% of them are married. So
whenever they come to office they are worried about their new born babies
and small children’s. This situation hampers their work activities.

Page | 35

● Working hours: Employees have to come office at 10:00 A.M. and leave at
7:00 PM /8:00 PM. But the normal office hour is 10 A.M to 6 Pm. So, every
day they return home late. For this they can’t even spend quality time with
their family and they don’t get time for their personal work.
 ● Server Issue: They are using FLORA software for their banking server to
maintain their banking activities. But the flora isn’t so organized, sometimes
it also slow down their server. This being hampered for their banking work.

3.2 Academic Preparation

There are some mismatches between assigned tasks and other operational functions
of Trust Bank with my academic major courses. They are mentioned below:

● I have learned in University that marketing and promotional activities are the
most important part of any organization. But In Bank there is comparatively
less importance of advertising, promotional activities In Trust bank.
● The bank is a financial organization, that’s why this bank involves with
financial and accounting related task and concepts. Trust Bank has fewer
amounts of marketing practices. So first few days it was difficult for me to
work in here as my major is marketing.
● We know that Bank is one kind of service organization. In service marketing
I have learned that there are 3ps which are vital for service industry like
people, process and physical evidence. But the organization doesn’t follow
the concept of 3ps properly.
● I cannot completely use my knowledge properly as there are very few
marketing activities in this Bank.

Page | 36
 ● Many times my seniors asked me some questions about Accounting Finance.
As I completed the financial and managerial accounting in University and
my background was commerce so that I tried to give them answer from my
basic knowledge of Accounting Finance.

3.3 Missing knowledge that need to be learned in the University

which are relevant to the Company

● Primeasia University did have few courses for Microsoft office practices and
excel. But it is not sufficient enough for work in a bank. Students need to be
learned more about computer activities to compete the corporate world in the
University.
● My University did not teach the students much about the corporate behavior
which is very important for us to learn.
● In our University there were not sufficient seminars held for the related
courses for job field.
 Page | 37

CHAPTER 4

(Lessons Learned & Concluding Statements)

 Page | 38

Lessons Learned:

4.1 Learning from the Organization

Internship program is the very first stage of the corporate life for an undergraduate
student and I enjoyed a lot. In Trust bank there is some fixed task for their interns
on a regular basis. By this internship I got an amazing experience of the corporate
world. I have learned a lot from this internship program.
Punctuality: During my internship everyday day I go to office within 10 am and
signed the attendance book. I got the habit of more punctuality in this organization.

● Dedication: I finished my assigned work with full of dedication and joy

that’s why my seniors always like me a lot.
● Attitude: In University I used to be short tempered and was not feeling
good with my assignments and tasks but now I can work with lot of
concentration and I am enjoying a lot to work with various type of people in
corporate life.
● Customer counseling: I learn here about how to deal with customers. This
is very important to behave with the clients cordially. This learning will be
help me very much for my future career.
● Account Opening: I never have an account in any bank and I also have not
idea about account opening. In this internship time I learnt about all the
processing of account opening and this will be very helpful for further any
queries.

4.2 Lessons Learned from the University

● For University purpose I made this type of report for the very first time in
my University life.
 ● I learned a lot of lessons while making this internship report.

● I learned a lot about the organization and also about my university by this
report.

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● University toughed me to be on time.

● My supervisor of my university helped me a lot to make this report on a

right way.

Concluding Statements:

4.3 Summary
It was a great pleasure for me to do my internship program in a recognized
organization like Trust Bank ltd. In these three months of internship period, I have
gathered a lot of practical knowledge of the banking industry. I found myself very
confident and enriched with the banking concept and I can now hope that I might
see myself fit in this industry in future. Nevertheless, I have also learned how to
communicate with my seniors got comfortable with the office working
environment and provide customer service.
In this report, I tried to cover the most important part of any bank that is General
banking. Customers are satisfied with its service.
Trust Bank limited pursues decentralized management policies and gives adequate
work freedom to the employees. This results in less pressure for the workers and
acts as a motivational tool for them, which gives them, increased encouragement
and inspiration to move up the ladder of success. The profit earned by the bank is
used to the welfare activities of the Trust. The economic service of the bank is
open to all caste and class of people. The bank is formatting and accomplishing
various welfare projects and activities for the socio economic infrastructural
development of the country and the active participation to the up gradation of the
comparative feeble class of the society, instead of accumulating profit. It has also
been linked with many foreign banks to facilitate the foreign currency transfer by
the members of armed forces working in the UN and emigrant Bangladeshi. The
report is aimed at studying and understanding the various services offered by TBL
to its clients.

Page | 40

In addition, the report also studies how Trust Bank Limited has maintained growth
in its general banking business by maintaining and enhancing its relationship with
its clients. The success of Trust Bank limited is largely credited to its friendly, co-
operative approach, understanding the special banking needs of each and every
client and concern for the benefits and welfare. From the beginning, the prime
objective of Trust Bank limited was to increase capitalization, to maintain
disciplined growth and high corporate ethics standard and enhance the health of the
shareholders. Its customer service is very much impressive than of other financial
institutions.
Their effective strategy, time demand offerings, up to date rules and regulations to
cope with international market and their friendship customer services easily
impress the clients. So, now Trust Bank limited is in leading position in Financial
Institutional sectors in Bangladesh. The financial performance of the bank in recent
years is pretty well. Moreover, any laxity in operational ground can considerably
be compensated through the cordial services provided by a staff of talented officers
or employees.

4.4 Suggestions for Further Implications

4.4.1 Suggestions for the Organization

It was a wonderful experience working at Trust Bank Limited, Banani Branch. The
employees of the bank were very helpful and nice to me. In spite it was not an easy
job to find so many things during the very short period of practical orientation
program. The suggestions given below. They are only suggestions to improve the
customer service in order to fulfill the customer’s satisfaction so that customers
give more preference to TBL.

Page | 41

⮚ There should be more CC cameras and security guards. The CC camera

should be checked every month to see if they are working properly. Also,
the metal detecting machine at the entrance should be supervised properly.

⮚ They should increase the number of ATM booths. They have only 232
ATM booths all over the country whereas for example bank like Dutch
Bangla Bank Limited has 4419 ATM booths.

⮚ The working hour is 10 am to 6 pm. Sometimes it can be more but should

not on the regular basis.

⮚ Make the working environment for employees more flexible and time-
worthy. The Bank needs to take control of their management, so that the
employees are not burdened with tasks they are not supposed to do. They
can do this by increasing number of departments.

⮚ As everything in bank is online based, slow server is a big issue which

totally stops their whole banking works. So they should improve their
current software option or rather search for a better software option.
 ⮚ TBL should give more emphasize on liquidity management in a balanced
way.

⮚ Website of TBL Bangladesh need to be more informative. It should add the

basics information of different sectors.

⮚ More gifts, Discounts as well as differentiated interest rates on several loan

and deposit schemes for the Premium Customers.

⮚ The TBL should come up with new banner and target the main point of
Dhaka city.

Page | 42

4.4.2 Suggestions for the University

⮚ University should provide practical activities besides the theoretical studies.

They should place workshop inside different multinational, banks, garments
at regular basis.
⮚ That student should be given access to talk to upper hierarchy people in the
organization.
⮚ The University should provide counseling to all the students before joining
an organization for internship.
⮚ OPA should make strong relationship with different companies to place
students as internee. I think Primeasia University responsible to develop a
 percentage of best talent pool to be taken away by well-known organization
directly.
⮚ Practical examples and some important guidelines should be provided
amongst students so that student does not feel nervous.

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CHAPTER 5
 (Data Analysis)

Page | 44

5.1 Research design:

This is a Descriptive Research which is preplanned and structured design,

secondary data is qualitative analysis followed a survey method. To do the survey
a questionnaire has been developed which is a structured technique for data
collection that consists of a series of questions that respondents have to answer.
The sample size is 44 which are randomly selected from the population. There
were demographic questions, open-end questions to be answered in the
questionnaire. This also contains demographic questions and scaling questions.
5.2 Analysis Based on Questionnaire Data:

The research questionnaire has two parts. First part contains some demographic
questions such as gender, occupation, monthly income and so on and the second
part contains scaling questions where respondents had to answer whether they
agree or disagree as indicated by the 5 scale (Strongly Agree; Agree; Neutral;
Disagree and Strongly Disagree). And customer satisfaction level is considered the
dependent variable. For each variable several items or scales has been chosen and
for each scales a separate question has been made.
The analysis part for bases on the response from the questionnaire:

Page | 45

5.2.1 Demographic Questions Analysis:

The demographic analysis of the study includes the following distributions: gender,
occupation, income, length of operation, account type, credit card user, and
influencing factor and so on.

Gender:
The distribution of respondents’ gender revealed that out of 44 respondents
22(50%) are male and rest 22(50%) are female. Graphical presentation is given
below:
 Male(22) Female (22)

Gender Frequencies Percentages

Male 22 50%
Female 22 50%
Total 44 100%

Table of Frequencies and Percentages

Page | 46

Occupation:
From the total respondents 27(61%) are service holder some of them are TBL
employees while 15(34%) of them do business and only 2(5%) are students.
Graphical presentation is given below:

Student (2)
 Service
Business (15)

Occupation Frequencies Percentages

a) Service 27 61%
b) Business 15 34%
c) Student 2 5%
Total 44 100%

Table of Frequencies and Percentages

Page | 47

Family Income:
Data of customers’ shows that 30(68%) of them have family income more than
50,0000Tk. Moreover, 3(7%) have 40,000 to 49,999Tk and 15,000 to 29,999 Tk
family income while 8(18%) of them said they have 30,000 to 39,999Tk family
income.

40,000- 49,999 (3) 50000(30)

 30,000-39.999(8)

30,000-39.999 (8)

Income Frequencies Percentages

15,000- 29,999 3 7%

30,000-39.999 8 18%

40,000- 49,999 3 7%
50,000 and above 30 68%
Total 44 100%

Table of Frequencies and Percentages of Monthly Income

Page | 48

Length of operation with Trust bank Ltd.:

Furthermore, data gathered on the customers’ length of operations with the bank
revealed that 3 (7%) respondents related with the bank for less than 5 months,
while 6 (14%) respondents operated with the bank for 5 to 11 months. As indicated
in below table, 12 (27%) respondents operated with the bank from 1 to 2 years,
while 23(52%) of the respondents are operating TBL bank account from 3years
and above. So majority of the respondents are the loyal customers as they are
operating TBL account for long run. Graphical presentation is given below:
 5-11(6) Less than (3)

1-2 years (12) 3 years (23)

Length of Operation Frequencies Percentages

Less Than 5 months 3 7%
5-11 months 6 14%
1-2 years 12 27%
3 years and above 23 52%
Total 44 100%

Table of Frequencies and Percentages of length of Operation

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Type of Accounts:
Customers selected for the study were asked to state the type of accounts they
operate with the bank. In response, 33 (75%) respondents are operating savings
account. Some of them have salary accounts and Islamic accounts while 7 (16%)
respondents indicated that they operated current account and these are mainly
company account. Meanwhile, 4 (9%) respondents stated that they operated other
accounts such as loan accounts. Graphical presentation is given below:

Others (4) Savings (33)

 Current (7)

Type of Account Frequencies Percentages

Savings 33 75%
Current 7 16%
Others 4 9%
Total 44 100%

Table of Frequencies and Percentages of Types of Account

Page | 50

Influencing Sector:
Here respondents are being asked factor that influence more to hold a TBL
account. 14(32%) of them said loan facility while 13(30%) of them preferred ATM
service facilities moreover 8(18%) of them chose mobile banking, locker facility
influences 5(11%) respondents and lastly only 4(9%) said that internet banking
facility influences them more to operate bank account at TBL. Graphical
presentation is given below:

Internet facilities (4) Loan facilities (14)

 Locker facilities (5) ATM facilities
(13)
Mobile banking (8)

Most Influencing Sector Frequencies Percentages

Mobile banking 8 18%
Loan facilities 14 32%
ATM facilities 13 30%
Internet facilities 4 9%
Locker facilities 5 11%
Total 44 100%

Table of Frequencies and Percentages of Influencing Sector

Page | 51

5.2.2 Data Analysis

❖ Analytical Model:

A mathematical model is developed for my research. I have to use multiple

regression equation to identify as well as analyze the dependent and independent
variables. There are total four variables consist of three independent variables and
a dependent variable. The mathematical model is bellow-

𝑌 = 𝑋1 + 𝑋2 + 𝑋3 + 𝑋4 + 𝑋5 + 𝑋6 + C

Here,
Y= Dependent variable, which is customer satisfaction level on retail banking
X1= Service Quality (Independent variable)
X2= Product Offering (Independent variable)
X3= Brand Image (Independent variable)
C= Constant which is consist of all other independent factors.

❖ Hypotheses Development:

According to the factors I got from the respondents I have develop three
hypotheses. Those are given below:
H1: Service quality significantly influences customer satisfaction.
H2: Product offering significantly influence customer satisfaction.
H3: Brand image significantly influence customer satisfaction .

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▪ Hypothesis Testing and Results:

In the approach to the problem I have developed three hypothesis based on three
factors that influence the level of customer satisfaction. Here, I will test whether
those hypothesis are true or false.

1. H1: Service Quality significantly influences customer satisfaction.

Ho: Service Quality does not significantly influence the customer satisfaction.

Model Sum of df Mean F Sig.

Squares Square
Regression 7.945 5 1.589 2.412 .054

Residual 25.032 38 .659

Total 32.977 43

Table: Service Quality

From the above table we can see that the independent variable service quality
is .054 that is much higher than alpha value 0.05. So H0 is accepted and H1 is
rejected. That means service quality has no significant influence on the customer
satisfaction.

Page | 53
2. H1: Product offering significantly influence customer satisfaction.
H0: Product Offering does not significantly influence the customer satisfaction

Model Sum of df Mean F Sig.

Squares Square
Regression 11.371 5 2.274 4.000 .005

Residual 21.606 38 .569

Total 32.977 43

Table: Product Offering

From the above table we can see that the independent variable product offering
is .005 that is less than the alpha value 0.05. So H0 is rejected and H1 is accepted.
That means product offering have significant influence on the customer
satisfaction.

Page | 54
3. H1: Brand Image significantly influences customer satisfaction.
H0: Brand Image does not significantly influence the customer satisfaction.

Model Sum of df Mean F Sig

Squares Square
Regression 14.457 5 2.891 5.933 .000

Residual 18.520 38 .487

Total 32.977 43

Table: Brand Image

From the regression analysis we found that Brand Image has influence on the
selection of customer satisfaction. The independent dependent brand image is .000
which is less than alpha value 0.05. So, H0 is rejected and H1 is accepted. That
means brand image have significant influence on the selection of mobile phone
operator.

Page | 55
 ❖ Initial deposit for account opening is high:

Strongly disagree 1, Disagree 14, Neutral 16, Agree 10, Strongly agree 3.
Initial deposit for account opening is high.

Scale Frequencies Percentages

Strongly agree (5) 3 7%
Agree (4) 10 23%
Neutral (3) 16 36%
Disagree (2) 14 32%
Strongly disagree (1) 1 2%

Page | 56
 ❖ Satisfactory FDR interest rates:

Strongly agree (5)

Agree (4)

Neutral (3)

Disagree (2)

Strongly disagree (1)

0 0.5 1 1.5 2 2.5 3

Strongly disagree 0, Disagree 7, Neutral 18, Agree 12, Strongly agree 7.

Satisfactory FDR interest rate.

Scale Frequencies Percentages

Strongly agree (5) 7 16%

Agree (4) 12 27%

Neutral (3) 18 41%

Disagree (2) 7 16%

Strongly disagree (1) 0 0%

 Page | 57

CHAPTER 6

(Conclusion Part)

Page | 58
6.1 Limitations of the Study

There are some limitations of the report and therefore it may lack some crucial
data. In preparing the report I faced some problems, which are as follows:

⮚ The main constrain of the study was insufficiency of information, which was
required for the study. There are various information the bank would not
provide due to security and other corporate obligations.

⮚ Due to time limitation many of the aspects could not be discussed in the
present report. Learning all the functions within just 90 days is really tough.

⮚ Since the bank personnel were very busy, they could not provide enough
time to me.

⮚ Lack of opportunity to visit more than one branch

6.2 Findings of study

● The banking should completely be operated through online. Though it is

online banking facilities in some branches, but still some works are being
done manually, which should be eliminated gradually and it will
automatically give more efficiency in service.
● Employees training should be conducted so that they will be more
professional and efficient to deal with problem customers and problematic
situations.
● Individual attention should be given to customers in order to better
understand their needs and better satisfy them.
 ● Trust Bank Limited should pursue a positive advertising campaign in order
to build up a throng image and reputation among potential customers. TV
ads should be aired to reach a wider array of customers. The ads should
capitalize on building strong relationship, needs of customers and quality
service of the bank rather than features of products.

Page | 59

● Head office of this bank should supply necessary prospectus about the
information of the bank for the clients. Although every table of every
section is capable of supplying the various information about the bank but
this task is generally performed by the front desk or account opening
section. However this section is found always busy. Therefore, if TBL
wants to perform this task in more efficiently the branch should keep a
Reception Section.

6.3 Recommendation

Although the Trust Bank Ltd is performing very well in our country, but as per my
observation and understanding, I think they need a little modification in their
procedures to be the number one organization. Such as-
They need to maintain an upgraded guideline for the employees to avoid any kind
of confusion.

According to my observation, there is a lack of communication between the

customers and the organization which they need to reduce for the betterment and
they can easily do that by instructing the employees about how to communicate in
a proper way.

Although they are giving the world-class services and products, yet their charges
are comparatively high then others and that is very much de-motivating for the
customers. So, they should consider this fact and can try to reduce it within their
capacity.
The interest rates for loans are also very high in TBL but to sale more they should
reduce this rate and thus they can make a higher profit. And in deposit sector their
interest rate is poor always customer say that your rate is too poor than other bank.

Though they have many classified savings , they introduce customer only two, so
they should enhance their savings facilities by introducing many other saving
schemes, because customers really look for various savings programs.

To open any account in this bank, like savings, access or current account, the
minimum amount which a customer must maintain is really high which does not
match with the economic level of our country. So they must reduce this rate.

They should specify some basic training course in some specified sector to make
clear understanding about each employee’s job and for promotion of employees.

There is a need to establish specific increment category for each level.

Special increment should be given to middle and junior level managers and
executives also to increase their motivation level.

While ranking job or evaluate them to specify the range of compensation, they
should consider the employee’s overall performance, rather than his designation, to
make a better understanding on the evaluation process.

There should be a scope for participate in decision making process of the

organization within a fixed range. because according to my understanding it is one
of the best way to encourage the employees to perform in a better way as they feel
themselves as a permanent part or body of the organization.

They need to increase the range of non-financial incentives like-secretarial

assistance for senior level officers, option for casual dress up for clerical level once
in a week, etc.

They can motivate their employees with some special incentives like-children’s
education facility, loan facility, compensation for short time disability, company
products at subsidized price, paternity leave, etc.
 Page | 61
6.4 Conclusion

TBL has started its banking activities much earlier comparing to the other banks
and due to that it has gained a lot of banking experience which has been proved
very worthy for them. But that is a part of their job because our countries economic
condition is yet to progress a lot. Time to time they are offering different attractive
packages of program like various loan packages for particular economic group as
businessman loan, household loan, etc. from the given charts and tables we can see
the various range of their loans and other offers which remains on changing time to
time. They also have adequate planning for compensation in various sectors like-
they have a wide range of bonus- branch bonus, sales bonus as the percentage of
individual performance, etc. they also have some special incentives for specified
performance which is really encouraging for the employees. But at the same time
they have some drawbacks like- they do focus mainly on financial incentives and
benefits and not on non-financial ones. But it is not wise on their part. So they need
to consider the non-financial incentives a little bit seriously for the customers as
well as for the employees also. They also need to increase the range of attractive
offers with the increasing business. Another thing is, according to my perception,
they require a much prompt guideline to operate their activities.
To summarize the whole situation, I would like to say that, this organization is
giving a wonderful service to the people in general and of course for Army person
of our country and at the same time they are also trying to educate our people
about the world class banking procedures which is, according to my concept, a
very worthy step and we should cooperate with them in this matter for our own
benefit. The Trust Bank Ltd to manage the overall banking activities program and
they will definitely progress with the modernization of business environment.
 Page | 62

6.5 References

1. Annual Reports of Trust Bank Limited 2014 to 2020.

2. Trust Bank Limited, Retrieved from http://www.tblbd.com
3. Islamic Banking of Trust Bank, retrieve from http://www.tblbd.com/islamic banking
4. Corporate Banking of Trust Bank. Retrieved from http://www.tblbd.com/corporate- banking
5. Mobile Banking of Trust Bank, Retrieved from http://www.tblbd.com/MobileMoney
 Page | 63

APPENDIX
QUESTIONNAIRE
Dear Sir,
I am a student of the Primeasia University, carrying out a survey on “Customers
Satisfaction” of Trust Bank Ltd based on the service quality, product offering and
brand image which are the influencing factors for choosing Trust Bank Ltd. I
would be grateful if you could provide answers to the following questions. All
information provided by respondents will be treated confidentially. Thank you.

Please indicate with a tick (√) and comment where necessary.

1. Gender:
a) Male. b) Female.

2. What is your occupation? ………………………………………….

3. Family Income:
a) 15,000- 29,999. b) 30,000-39.999.
c) 40,000- 49,999. d) 50,000 and above.
4. How long have you been operating with Trust bank Ltd.?
a) Less than 5 months. b) 5 – 11 months.
c) 1 – 2 years. d) 3 years and above.

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5. Which type of accounts do you operate with the bank?

(a) Savings.
(b) Current.
(c) Others (specify) ………………………………………………………..

6. Which of the following facilities influences more in your bank?

a) Mobile banking. b) Loan facilities.
c) ATM facilities. d) Internet facilities.
e) Locker facilities.

7. Have you ever applied for a Retail loan from Trust Bank?
a) Yes b) No

8. When you think of Trust bank, what comes first in your mind?
(a) Personalized service. (b) Wide branch network.
(c) Customer service. (d) Computerized banking.

9. Which of the following facilities influences more in your bank?

a) Mobile banking. b) Loan facilities.
 c) ATM facilities. d) Internet facilities.
e) Locker facilities.

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SL Strongly Agree Neutral Disagree Strongly

No agree disagree
10. Satisfactory FDR
interest rates?

11. Number of ATM

booths are
satisfactory
12. I am highly satisfied
with operating my
Trust bank account
13. Trust bank always
comes first to my
preference
14. Initial deposit for
account opening is
high
Page | 66