Zahid - Customer Service With Sevice Marketing Perespective

Customer service evaluation with service marketing
perspective
-A Study on Standard Bank Limited, Agrabad Branch,
Chittagong.
[THIS INTERNSHIP REPORT IS SUBMITTED FOR THE PARTIAL ACCOMPLISHMENT

OF THE DEGREE OF BACHELOR OF BUSINESS ADMINISTRATION WITH A MAJOR IN
MARKETING]
Prepared by:
Mohammed Zahidul Islam
ID# B081369
BBA (Marketing)
Autumn 2011
Internship Duration: 3 Months

Date of Submission: June
12, 2012.
Department of Business Administration
Faculty of Business Studies
International Islamic University

Chittagong.
Customer service evaluation with service marketing
perspective
-A Study on Standard Bank Limited, Agrabad Branch,
Chittagong.
[THIS INTERNSHIP REPORT IS SUBMITTED FOR THE PARTIAL ACCOMPLISHMENT
OF THE DEGREE OF BACHELOR OF BUSINESS ADMINISTRATION WITH A MAJOR IN
MARKETING]
Prepared by:
Mohammed Zahidul Islam.
ID# B081369
BBA (Marketing)
Autumn 2011
Supervised by:
Mr. Md. Syedul Islam.
Lecturer
Department of Business Administration.
Date of Submission:
June 12, 2012
Signature of the Supervisor
Department of Business Administration

Faculty of Business Studies
International Islamic University

Chittagong.
Letter of Transmittal
June 12, 2012

To,
Head of the Dept.
Faculty of Business Studies,
International Islamic University Chittagong.
Dear Sir,
I have the pleasure to inform you that as per our BBA program I have
accomplished my internship report under the topic of Customer service
evaluation with service marketing perspective on Standard Bank
Limited (Agrabad Branch, Chittagong) under your kind supervision. Now I
like to submit my report to you. I have tried my best to prepare the report in
consistence with the optimal standard under direction.
During my Internship period, I have gained many valuable experiences. I
have prepared my Internship Report on the basis of my theoretical and
practical experiences .The report attempts to focus my observations,
learnings and experiences about Standard Bank Limited.
I request you modestly to accept my paper as it may suffer from some
shortcomings. Therefore, I hope that this will meet the standard of your
judgment.
Sincerely yours,
MOHAMMED ZAHIDUL ISLAM
BBA (Marketing).
ID# B081369
Faculty of Business Studies,
Acknowledgement
All praises and thanks are to the gracious Creator Allah (SWT) for giving me
strength, patience and ability to accomplish this task. Regarding the
outcome of this internship, I would like to express my gratitude, profound
thankfulness, deep appreciation and indebtedness to my respectable teacher
as well as supervisor Md. Syedul Islam, Lecturer, Department of
Business Administration, IIUC for his constant supervision, moral support,
valuable instruction and helpful advice during the course of studies and
research work.
I also wish to pay my deepest gratitude and thanks to Mr. Sheikh Abu
Ahmed (Executive Vice President & Manager), Standard Bank Ltd, for his
kindly permission me to do internship in Agrabad Branch. I also express my
warm gratitude and cordial thanks to my another supervisor Mr. Md.
Shohrab
Hossain
(Assistant Vice President),
Standard
Bank
Ltd,
Agrabad Branch, Chittagong, for his kind prior permission and introducing
me to different section where received generous helps. His direction, critical
comments, criticism, generous patience greatly helped me in improving the
research capability writing skills. It would have been quite impossible to carry
on the dissertation and give it a final shape without his encouragement.
I am also grateful to Mr. Md. Iftekhar Hossain (SO), Mr. Shaiful Hasan
(EO), Mr. Ahsanuzzaman (SO), Mr. Titu Kumar Seal (SO), and Mr. Alok
Talukdar (SO), whose constructive criticism and assistance have also
contributed substantially to improve my understanding of the problem. I am

also grateful to rest of the Officer & Employees, Standard Bank Ltd, Agrabad
Branch, Chittagong, for their co-operation & frankly behavior.
And last, but not least, my heartiest thanks and deepest gratitude rendered
to my parents and family members for their long encouragement patience,
sacrifice and tolerance showed to my during my study period.
MOHAMMED ZAHIDUL ISLAM
ID# B081369
Executive Summary
Standard Bank Ltd. started its journey in the financial sector of the country
as an investment company back in May 11, 1999. At present, it has 62
branches, 1,100 employees, TK. 317.29 crore as paid-up capital. Since its
inception Standard Bank Ltd. has acquired commendable reputation by
providing sincere personalized service to its customers in a technology based
environment. The Bank has set up a new standard in financing in the
Industrial, Trade and Foreign exchange business. Its various deposit & credit
products have also attracted the clients-both corporate and individuals who
feel comfort in doing business with the Bank.
This internship report mainly discussed about the activities of customer
service department with overall banking performance of Standard Bank. In
this study both primary and secondary data has been used. In case of
primary data survey, personal observation, discussion with the employees
practical desk work has been considered. In case of secondary data annual
report, websites, relevant book, journals etc. have been considered.
In introductory chapter background of the study, methodology, sources of
the data and limitation of the report was covered. Organizational overview
section
includes
different
information
related
with
departments
and
organizations both over all Standard Bank Ltd. Objectives, financial position,
Bank profile, and financial area of Standard Bank Ltd.
Customer service evaluation chapter includes the customer expectation of
SBL, service delivering & performance of SBL, customer role, and other
service marketing practices in SBL.
In next chapter findings of the report has been presented. The departments
of Standard Bank Ltd. Agrabad Branch are running efficient hands but many
problems have been identified from different department. In light of findings
some recommendations are given to overcome those problems, which may
accept by the management of the bank. Standard Bank may follow those
suggestions to provide better services to customers. To sum up, this report
has aspired to attain conclusion.
BRIEF CONTENTS
PARTICULAR
Letter of Transmittal
PAGE
NO.
iii
Internship certificate
iv
Acknowledgement
Executive Summary
vi
Serial No.
Particular
Page No.
Chapter One: Background of the Study

1.1
1.2
1.3
1.4
1.5
1.6
Introduction
Origin of the report
Objective of the study
Methodology
Scope of the study
Limitation of the study
1
1
2
2
3
3
Chapter Two: Profile of Standard Bank Ltd.

2.1
2.2
2.3
2.4
2.5
2.6
2.7
2.8
2.9
2.10
2.11
2.12
2.13
Standard Bank Profile

Objective of the bank
Vision & Mission
Core Values
Board of Directors
Organizational Hierarchy of SBL
Functional Aspects of SBL
Strategic priority
Division of SBL
Product & services of SBL
Standard Bank Ltd. Agrabad Branch.
Departments of Agrabad Branch
Performance of SBL
5
6
6
6
7
8
9
10
10
11
12
12
13
Chapter Three: Customer service of SBL

3.1
3.2
3.3
3.4
3.5
3.6
3.7
3.8
3.9
3.10
3.11
3.12
Definition of service
Customer service
Customer expectation of service
Customer perception of service
Customer service in SBL
Service design and setting standard in SBL
New service development process
Service delivery & performance of SBL
Customer relationship in SBL
Managing demand & capacity of service in SBL
Integrated service marketing communication in SBL
Pricing of service in SBL
17
17
17
18
19
40
41
41
43
44
46
48
Chapter Four: Analysis & findings

4.1
4.2
4.3
SWOT Analysis
Service marketing mix analysis
Findings
53
55
56
Chapter Five: Recommendation & Conclusion

5.1
5.2
Recommendation
Conclusion
57
58
Chapter One:
Background of the Study

1.1. Introduction:
No knowledge is fully complete unless it is fully supported by events on
ground. Whatever may be the quality of theoretical knowledge, it is not
complete without practical implications on ground. This realization is more
pronounce in the study of Business Administration where experience on
ground plays a dominant role.
Bachelor of Business Administration (B.B.A.) is specialized course. The course
is designed with an excellent combination of practical and theoretical aspect.
After completing the B.B.A. program, three months is preserved for
internship program. This internship program is very important for B.B.A.
students. This program helps B.B.A. students to get an initial experience
about the practical field. As a student of B.B.A. with the partial fulfillment of
the course requirement I was assigned to Standard Bank Ltd. (SBL), Agrabad
Branch,
Ctg,
under
the
supervision
of
Lecturer
Md.
Syedul
Islam,
1.2. Origin of the report:

In our country, all commercial bank provide three moan sorts of service
general banking service, credit facilities and foreign exchange service.
Among them, deposit is the basic material for banking business. And now
days the commercial banking industry is facing a huge competition to attract
customer for a good number of deposit. The most important fact is a good
customer service. Because of good deposit the bank first should satisfy the
customer. So I selected the topic on CUSTOMER SERVICE EVALUTION WITH

SERVICE
MARKETING
PERESPECTIVE
for
my
three
month
internship
program.
I have tried my best to use this opportunity to enrich my knowledge on
banking system. After observing thoroughly, I have completed this report on
the basis of my findings and observation relating to the topics.
1.3. Objective of the study:

The general objective of preparing this report is to fulfill the requirement of
project work as well as completion the BBA Program through gaining the
experience and view the application of theoretical knowledge in the real life.
Also find out the Operational Process of the Bank and its overall Performance.
More specifically the objectives of the study divided in to two categories.
Main objectives are as1.
To measure the customer satisfaction
2.
Techniques to win a strong customer base in a bank.
Supportive objectivesThe study covers the following supportive objectives: 1.
To learn about Standard Bank Limited, Agrabad branch, Ctg.
2.
Introduce with the Bank service quality assessment tools.
3.
To know customer expectation in SBL.
4.
To measure the service performance of SBL.
5.
To Know the SBL position in the Market.
6.
To suggest some recommendation for improving the operational
efficiency and service quality.
1.4. Methodology:
The study of the customer satisfaction of SBL is based on theoretical and
analytical. So the data collected by systematic investigation. The most
important thing of the study was collected necessary Information and data. I
collected my information and data from two sources:
i. Primary sourcesI have collected data by interviewing employees and clients of the Standard
Bank Ltd. Primary data have been derived through the discussion with the
employees of the organization.
Practical deskwork.
Personal interview.
Face to face conversation with the client.
Observation of the consumer banking services.
ii. Secondary sources Banks annual report.
Banks records.
Documents and papers from consumer banking department
Books and journals
Prospectus of SBL
Different books, periodical seminar papers, training papers, manuals
etc. related to the topic
1.5. Scope of the study:

Banking Sector is a robust and sensitive area. A Bank has different products,
different services and different customers. Different departments of a Bank
perform different activities. However, scope of the study is limited within a
specific area of an organization that is Standard Bank Limited, Agrabad
Branch Ctg. This study covers only Customer service department of Standard
Bank Limited, Agrabad Branch Ctg.
1.6. Limitation of the Study:

1.6.1.
Time Constraints:
In preparing the report time was the principal constraint. As my

internship program was only for three months, it was difficult for me to figure
out the report with absolute information and required data. For the report
and proper presentation after internship program it needs much time for
preparation.
1.6.2.
Data Constraints:
Last few decades our banking system developed much with its
resources and collaborations. But comparison to Western countries we have
the different of few more decades realized (by me) when I attempted to
collect essential and required data. These are still scarce in our country
whether it is primary or secondary data. With the best available data this
report is illustrated.
1.6.3.
Experience Constraints:
To prepare and produce such kind of report properly it is needed

experiences. In preparations of the internship report, also used my previous
faculty experience although it is needed much more. I think experienced
could have different a great deal.
1.6.4.
Organization Constraints:
As a financial organization SBL has a great deal of hidden information

that is not possible to present in the report. As an interns of SBL, tried to find
out possible information. So this is also one of the limitations of my report.
Chapter Two:
Profile of Standard Bank Limited
2.1. Standard Bank Profile:
Standard Bank Limited (SBL) was incorporated as a Public Limited Company

on May 11, 1999 under the Companies Act, 1994 and the Bank achieved
satisfactory progress from its commercial operations on June 03, 1999. SBL
has introduced several new products on credit and deposit schemes. It also
goes for Corporate and Retail Banking. The Bank also participated in fund
Syndication with other Banks. Through all these myriad activities SBL has
created a positive impact in the Market.
1
2.1.1. Corporate Information:
Name of the Bank

Chairman of the
:
:
Standard Bank Limited

Ln. Kazi Akramuddin Ahmed
bank
Legal Form
Standard Bank Limited (SBL) was incorporated

as a Public Limited Company on May 11, 1999
under the Companies Act, 1994 listed with
DSE & CSE, and the Bank achieved
satisfactory progress from its commercial
According to the Annual report 2010 of standard bank ltd.
operations on June 03, 1999.
Registered Office
Telephone
E-mail
SWIFT
Web page
Auditors
Legal Adviser
:
:
:
:
:
:
Metropolitan Chamber Building (3rd floor) 122124, Motijheel C/A, Dhaka- 1000.
+88027175698, 716134
sblho@bangla.net
SDBLBDDH
www.standardbankbd.com
Howladar, Younus & Co. CA
Mr. M. Ziaul Hasan, Bar-at-Law,
Tax Consultants
M/s. Hasan & Association

Alhaj Md. Serajul Islam,
Company
Advocate & Tax Consultant

A.F.M. Nizamul Islam Chy.
Secretary
2.2. Objectives of the bank:

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 cost efficiency of all the commercial Banks.
To become one of the best financial institutions in Bangladesh
economy participating in the most significant segments of business
market that we serve.
2.3. Vision & Mission:
2.3.1. VisionTo be a modern Bank having the object of building a

sound national economy and to contribute significantly to the
Public Exchequer.
2.3.2. MissionTo be the best private commercial bank in Bangladesh in

terms of efficiency, capital adequacy, asset quality, sound
management and profitability.
2.4. Core Values:

Shareholders: By ensuring fair return on their investment through
generating stable profit.
customer: To become most caring bank by providing the most courteous
and efficient service in every area of our business.
employee: By promoting the well-being of the members of the staff.
Community: Assuring our socially responsible corporate entity in a
tangible manner through close adherence to national policies and
objectives.
2.5. 2Board of Directors:

Chairman
Ln. Kazi Akramuddin Ahmed
Vice Chairman
Mr. Ferdous Ali Khan
Directors
2
According to the annual report 2010 of standard bank ltd.
Mr. Kamal Mostafa Chowdhury

Mr. Ashok Kumar Saha
Mr. Ferozur Rahman
Mr. Md. Monzurul Alam
Mr. S. A. Md. Hossain
Mr. Mohammed Abdul Aziz
Al-Haj Mohammed Shamsul Alam
Mr. Abdul Ahad
Mr. Md. Zahedul Hoque
Mr. Ferdous Ali Khan
Al-Haj Md. Yousuf Chowdhury
Mr. Moshfeque Mamun Rizvi
Mr. Md. Fayekuzzaman (ICB Represented by the Managing
Director)
Mr. Shaikh Mesba Uddin
Mr. S. S. Nizamuddin Ahmed (Independent Director)
Managing Director & CEO

Mr. S.A. Farooqui
Board Secretary
Mr. A.F.M. Nizamul Islam Chowdhury
2.6. Organizational Hierarchy

of SBL:
2.7. Functional Aspects of SBL:

Banks are identified by the functions they perform in the economy. In modern
times, the commercial banks undertake diverse functions and it is getting
increasingly difficult to distinguish the commercial banks from other banks

and financial institutions in terms of their nature of function. As a commercial
bank, Standard Bank Limited performs the following functions
Acceptance of deposit: One of the principal functions of commercial
banks is collection of deposits through various types of deposit
accounts such as current account, savings bank account, short term
deposit account, fixed deposit account etc. Deposits collected through
such accounts constitute the major source of fund for commercial
banks.
Granting of loans and advances: The main business of commercial
banks is to provide loan facilities both short term and long term to
trade, commerce and industrial enterprises.
Offering of payment services: Commercial banks support the
payment system by issuing cheques, draft, payment orders, etc.
Creation of deposits: Commercial banks create deposits through
lending and influence the money supply position of the economy.
Making investment: Commercial banks invest their surplus fund in
various securities such as treasury bills, bonds, debentures, shares etc.
Financing imports and exports: Commercial banks provide
financing facilities and payment services for international trade such as
imports and exports.
Foreign exchange transaction: Commercial banks participate in
sale and purchase of foreign currencies.
Fund transfer services: Commercial banks transfer fund from one
place to another through mail transfer, telegraphic transfer, bank
drafts, etc.
Discounting services: Commercial banks provide bill discounting
services to its customers.
Trust services: Commercial banks provide trust services by way of
undertaking administration and management of financial affairs and
property of individuals or business firms in return for a fee.
Safe keeping and locker services: Commercial banks offer locker
services for safe keeping of valuables of its customers.
Guarantee and indemnity service: Commercial

guarantee and indemnity services to its customers.
banks
issue
Financial advising: Commercial banks provide financial advisory

services to the clients involved in industrial or business enterprises.
Other services
Sale purchase of shares and securities on behalf of its
customers.
Merchant banking services, Lease financing, Housing finance,
etc.
Issuance of credit cards, Debit cards, ATM services etc.
2.8. Strategic Priority:

Significantly improve customer satisfaction.
Provide more value to shareholders.
Repositioning Consumer Banking.
Further diversification of Corporate.
Banking portfolio with special focus on 'Emerging Corporate'.
Drive growth in SMEs.
Further strengthening compliance.
Culture in the organization.
2.9. Divisions of SBL:
2.10.
& Services of SBL:
Product
2.11.
Standard Bank Ltd, Agrabad Branch:
2.11.1. General information:

Name of the branch
: Standard Bank Limited, Agrabad branch,

Chittagong.
Date of Launching
: August, 2000.
Location
: Hossain Chamber (Ground Floor), 105,

Agrabad C/A. Tel: 031-2513135.
Branch In Charge
: Mr. Sheikh Abu Ahmed, Executive Vice

President.
2.11.2. Number of employees:
2.12.
Total
45
Officer
40
Staff
05
Departments of Agrabad Branch:
2.13.
Performance of SBL:
The banks performance was quite appreciable. The bank grows in deposits,
advance as well as foreign exchange business.
2.13.1. Deposit:
The deposit base of the bank continues to register steady growth and stood
at tk. 19213.75 million as on Dec 31 st 2009 as against tk. 14220.80 million as
on Dec 31st 2010. It is an increase of 35.11%.
2.13.2. Loan & advance:

Total loan & advance figure raised up to tk. 17310.87 million as on Dec 31 st
2009 in comparison to tk. 12633.99 million as on Dec 31 st 2010 which
increase 37%.
According to the Annual report 2010 of standard bank ltd.
2.13.3. Composition of Assets Portfolio:

4
Composite asset portfolio of 3rd quarter 2011.
Components
Cash
Money at Call &Short Notice
Investment
Loans & Advance
Fixed Assets
Other Assets
Total
Amount in million
2680
2014
17311
115
829
22949
% of Total
11.68
8.78
75.43
0.50
3.61
1005
2.13.4. Balance sheet:

SBL kept its steady progress in 2009-10 also despite odds and sluggish
economic environment in both national & international arena. We have been
able to cope with the challenges of 2010-11 and achieve the desired target.
Here is shown SBL consolidate balance sheet.
Standard Bank Limited

Consolidated Balance Sheet
4
5
According to the 3rd quarter 2011 report.
PROPERTY & ASSETS
CASH
Cash in Hand (including foreign
currencies)
Balance with Bangladesh Bank & its agent
Bank
(including Foreign Currencies)
BALANCE WITH OTHER BANKS AND
FINANCIAL INSTITUTIONS
2011 (Taka)
2010 (Taka)
4,751,389,57 3,068,753,0
9
69
347,305,777
285,779,232
2,782,973,83
4,404,083,802
7
638,246,69
966,758,103
8
In Bangladesh
212,186,357
44,542,377
Outside Bangladesh
754,571,746
593,704,321
630,000,00
0
5,359,121,9
41
4,714,071,19
8
Money At Call And At Short Notice

INVESTMENTS
300,000,000
7,643,463,04
5
Government
6,528,758,390
Others
1,114,704,655 645,050,743
51,757,689,0 38,055,753,
73
147
49,573,605,19 36,723,327,8
8
50
1,332,425,29
2,184,083,875
7
172,847,89
373,937,653
3
1,077,598,9
819,700,643
45
LOANS AND ADVANCES / INVESTMENTS

Loans, Cash Credits, Over Draft etc./
Investments
Bills Purchased and Discounted
FIXED ASSETS INCLUDING PREMISES,
FURNITURE & FIXTURE
OTHER ASSETS
NON-BANKING ASSETS
TOTAL ASSETS
66,612,938,0 49,002,321,
96
693
2011 (Taka)
2010 (Taka)
DEPOSITS AND OTHER ACCOUNTS
58,344,441,2
92
42,548,116,0
57
Current / Al-Wadeeah Deposits & Other Deposits
7,218,704,574
4,946,955,629
645,871,688
453,829,597
2,456,147,283
1,772,761,675
1,804,483,845
43,987,607,13
3
1,722,311,722
31,705,720,48
8
2,231,626,769
2,626,514,47
3
60,970,955,7
65
1,946,536,946
2,223,670,28
2
44,771,786,3
39
Paid-up Capital
3,172,906,532
2,644,088,832
Statutory Reserve
1,512,356,644
1,035,446,181
General Reserve
LIABILITIES & CAPITAL

Liabilities
Borrowings from other banks, financial
Institutions and agents
Bills Payable
Savings Bank / Mudaraba Savings Deposits
Short Term Deposits / Mudaraba Short Term
Deposits
Fixed Deposits / Mudaraba Term Deposits
Deposits Under Schemes / Mudaraba Deposit
Schemes
OTHER LIABILITES
TOTAL LIABILITIES
CAPITAL / SHAREHOLDERS' EQUITY
Revaluation Reserve on Investment

Bonus Share
Surplus in Profit and Loss Account/ Retained
earnings
TOTAL SHAREHOLDERS' EQUITY
TOTAL LIABILITIES & SHAREHOLDERS'
EQUITY
48,388,943
20,000,000
14,126,086
908,330,212
5,641,982,33
1
66,612,938,0
96
516,874,255
4,230,535,35
4
49,002,321,6
93
Chapter Three:
Customer Service of Standard Bank Limited
3.1. Definition of Service:
There is no absolute definition of service, but we can say that service is
deed, processes and performance. Again service is intangible deeds or
performance of an individual that can be touched, seen and felt but rather
tangible.
3.2. Customer service:

Customer service is the provision of service to customers before, during and
after a purchase. According to Turban et al. (2002), "Customer
service is a series of activities designed to enhance the level of
customer satisfaction that is, the feeling that a product or
service has met the customer expectation." We can say
Services equal profit.
Internal
Service
Quality
Employee
Satisfaction
Retention
Productivit
External
Service
Quality
Customer
Satisfaction
Custome
r Loyalty
Profit
Revenue/
Growth
3.3. Customer Expectation of service:

Some companies have more than just a competitive advantage in customer
service, they have unwavering customer loyalty. How do they do
it? The key to providing superior service is understanding and
responding to customer expectations.
Understanding customer expectations is a prerequisite for delivering superior
service; customers compare perceptions with expectations when
judging a firms service. However, the nature of customer service

expectations and how they are formed has remained ambiguous.
Researchers have defined customer service expectations in a
variety of ways but with no conceptual framework to link
different types of expectations or indicate their interactions in
influencing perceptions of service performance. Motivated by the
pivotal role of customer expectations in service quality
assessments at SBL, and by the limited knowledge about their
structure and formation, i have undertaken a study designed to
answer several fundamental questions.
What is the nature of customers service expectations in SBL? Are

there different types of expectations?
What factors influence the formation of these expectations?
How stable are the expectations? Do they change over time? Do they
vary across service situations and across customers?
How can SBL manage expectations to enhance customers perceptions
of service?
What can SBL do to exceed customers expectations?
3.4. Customer perception of service:

A marketing concept that encompasses a customer's impression, awareness
and/or consciousness about a company or its offerings is customer
perception. Customer perception is typically affected by advertising, reviews,
public relations, social media, personal experiences and other channels. In
SBL during my internship, I observe customers in different way and I found
varies in customer perception. Customer perception covers with some
characteristics that relates to service quality and customer satisfaction.
Realiablity - Responsiveness - Assurance - Empathy - Tangibles
SBL define these character in
such a way that they have to
maintain
standard
service
quality with product quality and
profitable pricing,
In sbl which drives
them to customer satisfaction
40% customer
and ultimately customer
loyalty. get their
perceived service.
45% customer get
satisfied service.
10% service are detect as
poor quality service.
5% are depend on
situational factors.
Figure 1: Questionnaire survey.
Customer service evaluation with service marketing perspective

-A Study on Standard Bank Limited, Agrabad Branch, Chittagong.
3.5. Customer service in SBL:

Bank is the most dominant service oriented organization in service sector.
Every department of bank relates with services. Standard bank is also the
same kind of, though it has a customer service department which is in the
front side of the bank. The basic activity of this dept. is given below:
3.5.1.
Accounts opening section:
3.5.1.1.
Procedure to Open an Account:
For opening an account, at first the prospective account holder will

apply for open an account by filling up respectively account opening
form, nominee form and KCY form.
The prospective account holder should be properly introduced by the
following: An existing customer of the bank
Officials of the bank not below the rank of assistant
officer
A respectable person of the locality who is well
known to the
Manager or authorized officer.
Signature of the prospective account holder in the account opening
form and on the specimen signature card duly attested by the
introducer.
Then the authority will allocate a number for the new account.
The account holder then deposit the initial deposit by filling up a
deposit to open an account in First Security band limited is Tk. 1000/or more if needed. After depositing the initial deposit, the account is
considered to be opened.
3.5.1.2.
Documents required for opening an Account:
According to Bangladesh Banks circular the document required by the

banker to open accounts for either individuals or various types of
organization are as follows:
Prepared By- Md. Zahidul Islam

ID- B081369
4
9
For Individuals:

Filling out the application form with two copies of passport

size photograph duly attested by the introducer
One copies of passport size photograph of nominees duly
attested by the A/Cs holder
Copy of passport/Driving License/Nationality Certificate
In case of CD A/C: Copy of
1. Trade license
2. Tax identification number (if any).
For a joint account:
Filled out application form starting about the name and

address of the firm
Copy of Passport/Driving License/Nationality Certificate both
the partners
Copy of Partnership deed
Copy of Trade license
Two copies of passport size photograph (in case of
partnership, photos of both the partners are required)
One copies of passport size photograph of nominees, in case
of partnership both of partners duly attested by them
Endorsement of an account holder of the same branch (for
proprietorship firm.
For companies in case of Public/Private, Societies/Club:

ID- B081369
4
9
A/C opening form to duly completed

Specimen signature card with signature of the authorized
officials with Power of Attorney(if any)
Copy of the Certificate of Incorporation(attested copy)
Copy of Certificate of Commencement of business
Copy of Memorandum and Articles of Association
List of directors under the signature of the Chairman
Copy of latest financial statement
Copy of Trade license
Certificate copies of a Resolution of the Board regarding the
execution of the papers and conduct of the account Original
copies of these documents are also enclosed for verification
purpose, which are later returned.

3.5.2.
Deposit Section:
Bank is an institution where the clients keep their surplus deposits are
invested in trade, commerce, and industries on term basis i.e. short,
medium, & long term. Deposit come from business, housewives, institutions
and small income group etc. Who has excess or available money, it may be
said that though banks are performing social responsibilities by securing
both small and large depositors money and also helping industrial, social and
economic development. But like others, first objectives of the institutions is
maximization its profits by optimum utilization of resources.
Standard Bank limited offers the following types of accounts and formalities,
in addition to the previous:
Current Deposit (CD) Account.
Saving Deposit (SD) Account.
Fixed Deposit Receipt (FDR) Account.
Short Term Deposit (STD) Account.
Non-resident Foreign Currency Deposit
Resident Foreign Currency Deposit
Monthly Saving Scheme
Monthly Profit Based Saving Scheme
Double Deposit Scheme
Current Deposit:
Current deposit is an account where numerous transactions can be made by
the account holder within the funds available in its credit. No interest is paid
on these deposits. Current account is mainly suitable for businessmen
though nobody is debarred from opening such an account for any purpose.
For opening CD account the initial deposit that is to be of minimum TK. 1000
in Standard Bank limited and the introducer must be current account holder.
Different types of Current Deposit A/C are as follows:
Individual Account
Joint Account
Sole Proprietorship Firm Account
Partnership Firm Account
Joint stock Company A/C
Savings Deposit (SD):

ID- B081369
4
9
To encourage savings habit amongst the general public, banks allow

depositors to open savings accounts. As the name indicates, these accounts

are opened for the purpose of saving. Interest is awarded on the balance of
the account. For opening a savings account minimum TK. 500 is taken as
deposit. Standard Bank limited offers attractive rate of profits to its savings
deposits. This rate is 7.00% per annum.
Short term Deposit (STD):
STD accounts are purely a time deposit account. The formalities for opening
of this account are similar to those required for current account. The account
runs like an ordinary current account with the exception that seven days
notice is required to be given to the bank before each withdrawal interest is
paid at prescribed rate. Generally Government, semi-Government,
Autonomous Bodies etc. maintain STD account. Standard Bank limited offers
attractive rate of profits to its short-term deposits. This rate is 6.00% per
annum. Minimum balance of TK. 2 lac in case of private deposit and Tk. 10
lac in case of collection account.
Fixed Deposit Receipt (FDR):
Individual persons or even in name of minors, jointly with guardians, no
introductory reference is required furnished for opening fixed deposit
account. The bank receives deposits for a fixed period ranging from 1 month
to 12 months. For opening a fixed deposit minimum Tk. 5000 is taken as
deposit. Standard Bank limited offers attractive following rates of profits to
its fixed deposits, effect form 1st February, 2011.
Monthly Saving Scheme:
Monthly Saving Scheme is one kind of deposit Scheme that. Payable amount
against account is minimum taka 500 and maximum taka 5000 per
installment. Duration time is 5 & 10 years. The depositors will be paid a
specified as per the following table:
500/1,000/1,500/2,000/2,500/5000/-

ID- B081369
Duration
5 Years
41,300/83,000/1,25,000/1,61,000/2,06,500/4,13,000/-
10 Years
1,15,100/2,32,000/3,47,000/4,45,000/5,77,000/11,51,000/-
4
9
Monthly
Installment(Taka)

A depositor may open one or more accounts of different installments in the

same Branch. Loan may be extended up to 80% of the deposited amount.
Monthly Benefiting Saving Scheme:
Monthly Benefiting saving scheme is very popular customer. If customer
wants to open an MSS account, he can easily open an MSS account by
interest on MBSS account. The duration of this account is five years and
minimum amount taka 25000/- before duration Clint cannot draw money. If
he drawn money before maturity may not benefited because, he would not
give high interest but give general interest rate. Clint cannot draw money
before six month either cannot give any interest. Monthly interest will be
given to the depositor against the deposited amount according to the
following schedule.
Amount Deposit (TYK.)

25000/50,000/1,00,000/2,00,000/3,00,000/500000
1000000
Double Benefiting Deposit Schemes:
Monthly profit (Tk.)

250/500/1,000/2,000/3,000/5000/10000
Double Benefiting Deposit Schemes is one kind of fixed Deposit and interest
rate is very high that is 17.675 and duration is 7.5 years, minimum amount is
10000/ and maximum amount is unlimited.
Duration
7.5 years
7.5 years
7.5 years
7.5 years
7.5 years
7.5 years
After Maturity
20000
50000
100000
200000
400000
1000000
Cash Section:

ID- B081369
4
9
3.5.3.
Deposit
10000
25000
50000
100000
200000
500000

Cash is a liquid asset. It is cost incurring it itself non-earning and risky. So,
banker should know how manage the cash properly to turn it into earning
asset. Its management is varying important form the following point of view:
Safe and security cash.
Proper utilization of cash.
Cash counter service development.
The following are steps related to cash handling at branch level:
Receiving of cash.
Payment of cash.
Daily balancing of cash.
Security of cash.
Safekeeping of cash.
Cash remittance.
Receiving and disposal of Mutilated Notes.
Receiving of cash:
Check the vouchers- Amount (word & figure). Account no., Data,
Name and number of A/C etc.
Count the cash and write the denomination on the back page of the
voucher.
Check the Notes- Mutilated, Mismatched or forged.
Put signature in the deposit voucher including counter foil.
Pass on the credit voucher with counter foil to the receiving cashier.
At the close of business hour sum up the register and tally it with the
receiving registers.
Cancel the un- received figure and put signature.
Totaled the entities and match it with the receiving total.
Write in word the total amount and affix stamp n near the total.
Count the no. of voucher and write in stamped case and put
signature.
Checked by officer should use red ink and countersigned.
Payment of cash:
Every process must be paid in due course.
Security of the instrument before we payment.
Check tally book.
Passed for payment by canceling officer.
Amount, Date, Endorsement/order/bearer.
Call token no. and check token.
Obtain bearer signature on the backside of the instrument.

ID- B081369
4
9

Tally the signature with the same obtained at the time of token.
Release tally book.
Write denomination on backside of the instrument.
Affix cash paid stamp no.-26 in the face of the instrument.
Entry the figure of the instrument in paying cashier book no.
Return the unpaid instruments.
Total the tally book.
Write in word the total amount and signature.
Release of paid instrument from the paying cashier book.
Send the voucher to respective department.
Cash balancing:
All employees related to must ensure the balancing of cash has done
correctly on daily basis. For balancing of cash following works have to
perform:
All cash registers must be totaled and duly written in words and
signed.
Balanced them with each other.
All cash registers must duly counter signed by checking officer.
Balance the register with the physical cash.
Pass voucher if any surplus or short cash.
Prepare cash position memo.
Write cash valance book.
Ensure accounting of balance is correct.
Prepare cash cum day book.
In the computerized branch hard copy Day End position is to be signed bay
cash in charge and officer.
Checking/Security of Cash in hand:
Check the strong of cash:
Non-issue.
Reissue.
Mutilated notes.
Forge notes.
Note packing slip-signature, recounting signature & stamp.

Count the loose cash including coin.
Count the bundles & check them also.
Check patty, Stock of Prize Bond & Late paid & received cash.

ID- B081369
4
9

3.5.4.
Clearing Section:
In the clearing department the work is to clear the cheques and pay order
through Bangladesh bank or Central Bank that are submitted for cash
collection. Everyday clearing house takes a place in Bangladesh Bank once in
the morning called return house (2nd house). In the house all the banks
representative sit together and change their money receive instrument of
the particular banks to clear the paper and transfer the money to their
particular accounts.
Clearing house:
House in the claims of contacting parties is settled. In case of Cheque
clearing is an arrangement under which member banks agree to meet,
through their representative, at the appointed time and place to deliver
instrument drawn on the other and in exchange to receive instruments
drawn on them.
Types of Clearing:
Outward Clearing:
When a particular branch receives instrument drawn on the other bank
within the clearing zone and those instruments for collection through
the clearing arrangement is considered as Outward Clearing for that
particular branch. This branch is known as collection branch.
Inward Clearing:
When a particular branch receives instruments, which are on
themselves and sent by other member banks for collections is treated
as Inward Clearing of that branch. This branch is known as paying
branch.
Types of Returns:
Outward Return:
Clearing return (outward) includes those cheques that were presented
to us by other banks but we have to return them unpaid to the
collecting banks due to various reasons.

ID- B081369
4
9
Inward Return:

Clearing return (inward) consists of those instruments which were

presented by us other banks for payment but have been returned and
unpaid by them due to specified reason through the clearing house.
3.5.5.
Accounts Section:
The accounts department is the most delicate and the most confidential
department in a bank. The main task of this department is to record all
kinds of transactions of the branch, confirming accuracy, preparing
statements etc. Under the computerized banking system, today the clean
cash statement and the supplementary statements in party ledger
vouchers are printed of the computer.
The functions of the accounts section are:
3.5.6.
Preparing of supplementary Sheet.

Preparing of subsidiary ledger.
Maintain cash-cum-day book.
Maintain Transfer book.
Posting in various ledgers such as Income Ledger, Expenditure &
General Ledger etc.
Preparing of Statement of daily affairs.
Preparing of Statement of daily inter branch transactions account.
Prepare of weekly statement for Bangladesh Bank.
Daily posting of voucher issued by all departments.
Preparing of salary register & salary disbursement register.
Remittance Section:
The major function of commercial Banks is mobilization of fund. Other than

this, banks provide ancillary services to its clients. Clients need to remit
money from one place to another for their business or other purpose. Banks
fulfill this need of customers by means of remittance service. Money can be
remitted domestically or internationally, which known as local remittance
and foreign remittance. Basically, Remittance means transmission of money
from one place to another.
Types Remittance:

ID- B081369
4
9
Inland: Within the country.

Foreign: Outside the country.
Modems of Remittance:
Demand Draft (DD): A DD is an order to pay money drawn by one office of
the bank upon other office to the same bank for a sum of money payable to
order on demand. The features of DD are:
It
It
It
It
is
is
is
is
a negotiable instrument
drawn one office upon other office to the same bank
payable on demand
payable to payees or according to his order
Mail Transfer (MT): A Mail Transfer (MT) is an advice regarding remittance of

funds sent by one branch to another of the same bank, to write a request of
the applicant. It contains the name of the beneficiary, A/C No. and name of
the remitter, amount and date.
Telegraphic Transfer (TT): Telegraphic Transfer (TT) is the quickest method of
transferring funds from one place to another. The remitting branch sends a
telegraphic/ telephonic/Fax message to the branch at the other end, to pay a
certain sum of money to a named payee.
Issue of Telegraphic Transfer (TT):
Application Forms fill-up (Cr. Voucher)

Cash deposit /AC/ debit (with commission & Tel.Ch.)
Issue a Cost Memo
Calculate Test No.
Prepared Text of Telegram (Coded) & Confirmation & Signed on it.
Telegram & Confirmation sent
TT Advice preparation
TT Advice No. inserted in voucher
Signature on TT Advice
Pay Order (PO): A Pay Order is an order by the issuing Branch of the bank
upon itself to make payment of the amount mentioned there in to the named
payee or according to his order. Pay order are issued only for local payments.
Issue of Pay Order (PO):

ID- B081369
4
9
Name of the issuing bank.

Date.
Contract number.
A/C payee seal.
Payees name.
Amount in figure and word.
Signature of two authorized official.
3.5.7.
Customer service in Credit & Advance department:
Credit and Advances not play an important part in gross earnings of banks,
but it promote the economic development of the country. About 80% of the
revenue of the commercial banks comes from interest and discount, that is
to say, income derived from loans and advances including bills discount and
bills purchase, loans and advances comprise a large portion of the banks
total assets and from the backbone of the banks structure. The strength of
the bank is thus primarily judge by the soundness of its Loans and Advances.
Types of Credit:

ID- B081369
4
9
3.5.7.1.

3.5.7.2.
Key services in credit dept.:
The Corporate Credit Department of SBL is successfully continuing its

delivery of superior services for exclusive requirements of corporate,
international and government entities. This has been achieved through its
core competencies, professionalism acquired through decades of experience,
staff commitment, excellent customer relationship, dedication and
enthusiasm for new knowledge in the industry. SBL is capable of structuring
financial packages harmonizing the unique requirements of corporate and
institutional customers locally and internationally.
Import Financing: Settlement of sight bills under documentary credit
settlement of acceptance bills under documentary credit facilities
settlement of collection bills facilities advance payment facilities.
Project Financing: SBLs Project Finance Department is dedicated to
handle large commercial and infrastructure projects in domestic and
also global projects undertaken by clients.
Export financing:

ID- B081369
4
9
Two export financing facilities are available:-

Pre-shipment credit Facilities:

Pre-shipment finance can be availed for the specific purpose of
procuring raw materials, purchasing, and manufacturing, processing,
transporting, warehousing, packing and shipping the goods meant for
export. They offer wide range of Pre-Shipment credit facilities for
exporters including Letters of credit facilities, Short Term Loans, Export
Trust Receipts, and Overdraft Facilities in local and foreign currencies.
Post-shipment credit Facilities:
Post-shipment finance is an advances granted by SBL to an exporter of
goods from Bangladesh. This facility is available to an exporter
subsequent to the date of shipment of goods up to the date of
realization of export proceeds. Facilities include Negotiation of export
documents under Letter of Credit (LC), Purchase and Discount of export
documents under confirmed orders, export contracts, Advances
against export bills sent on collection basis.
Equity financing: Corporate Credit Unit has the expertise of
structuring capital financing through Debenture financing, financing to
purchase shares of other companies, commercial papers, issuance of
Bank Guarantees in participating IPOs.
Structured Term Financing: Term finance solutions are frequently
offered to valued customers to expand their businesses and also to
diversify into other prospective business ventures.
Syndicated Finance Facilities: Corporate Credit dept. of SBL has
pioneered in providing syndicated term loan financing and project
financing with local banks for high value business proposals including
off-shore ventures.
Cash Management Facilities: SBL has the competitive advantage of
structuring and managing cash collections of valued customers
through island wide Branch network and providing the best investment
solutions with unparalleled Treasury Products.
Guarantee Facilities: SBLs bank Guarantee Department housed in
the Corporate Banking Division is specialized in issuing the local and
international guarantees including Bid Bonds, Performance Bonds,
Advance Payment Guarantees, Custom Guarantees, Money Retention
Guarantees, and Credit Guarantees.

ID- B081369
4
9
Corporate Financial Advisory: Decades of experience is passed on

to the generations in Standard Bank. Their excellent team of experts is
dedicated to guide and direct their valued customers to the highest
level of performance in their respective diverse businesses. They truly

understand the pulse of their customers and continue to be partners

with them.
3.5.7.3.
Credit Policy of Standard Bank Limited:
The credit policy is a statement of basic principles that governs the extension
of credit. It provides a framework in which to conduct business and also
enables Standard Bank Limited to have a long-term business plan. It is a
document through which the Board of Directors (BOD) communicates the
lending strategy of the Standard Bank Ltd and duties and authorities of
management and lending officers.
Policy guidelines have been established and to be developed from time to
time taking into consideration economic condition and market requirement.
This helps to shape and define the acceptable risk profile of SBL and to
provide guidance in responding to business opportunities as they arise.
Client Base: Standard Bank Ltd.s client base consist corporate, institutional
and private clients to help them realize their terms goals and long-term
aspiration.
Legal Considerations: SBL complies with all applicable Bangladesh laws and
regulations.

ID- B081369
4
9
General Policy Guidelines: The general policy guidelines govern the

implementation of the business strategy of Standard Bank Ltd. With respect
credit risk are as follows:
Standard Bank Ltd makes loan only to reputable clients who are
involved in legitimate business activities and whose income and wealth
are derived from legitimate sources.
Standard Bank Ltd encourages lending to socially desirable, nationally
important and financially important and financially viable sectors and
not lend to unproductive purpose or socially undesired projects.
At all times a policy of Know Your Customer (KYC) must be exercised
in the credit application processes.
Standard Bank Ltd extends credit in its discretion, only to qualified
borrowers where the amount and intended purpose or the use of
precedes is clear and legitimate and where the amount and its use are
reasonable.

Standard Bank Ltd requires that borrowers have a source of repayment

established at the inception of the credit, and that any exception must
be specifically addressed the credit approval. There should be
identified, whenever possible, a secondary source of repayment. As
with any funds received any all repayment sources must be legitimate
and consistent with what is known and documented about the client.
Borrowers must provide, and the credit approval package must
contain, sufficient information on the borrower to approve the
extension of credit. Satisfactory security and collateral is required as
appropriate Standard Bank Ltd main thrust is on Cash Flow Statement
of the business rather than on collateral security.
Standard Bank Ltd discourages the client with relatively low or no
funds of their own and with a relative low or no funds of their own and
with a relatively high ratio of borrowed to own funds tend to face
liquidity problems. With adverse repercussions on their ability to
service their obligations.
Standard Bank Ltd does not engage in Name lending based only on
the general reputation of the borrower. There are cases however;
where certain financial information about private clients is highly
confidential any may not be disseminated. Such situations are
addressed individually at the discretion of management.
(Note: Recently this practice is little bit relaxed and facility is
provided if the client has good backup against the credit
repayment capacity.)
Standard Bank Ltd may consider term loans with maturates up to five
years, or longer none except the Managing Director approves such
loans. Management reviews the terms loan portfolio periodically.
Standard Bank Ltd extends venture capital to start up business or to
business, which are entirely dependent on new technologies, but is
considered with extreme caution and also secured by First Class or
other acceptable collateral.
3.5.7.4.
Lending authority:
Standard Bank Ltd.s organization structure has two levels-Branch and

Corporate Office. The credit proposal moves through various management
approval levels according to the amount of risk. There are three approval
levels.

ID- B081369
4
9
Branch Manager
Executive Vice President/Managing Director at Corporate Office;
Board of Directors of the Bank.

The approval limits for each of this sanctioning authority are defined in
Business Discretionary power, which is also reviewed by senior management
and approved by the Board of Directors.
Each loan proposal will be examined properly and nature and scope of
appraisal to be carried out will depend upon the amount, term, type of credit
facility, obligors background and so on.
3.5.8.
Customer service in foreign exchange department of SBL:
The term foreign exchange has different connotations in different contexts.

Sometimes it is referred to as the process of conversion of one currency into
another, sometimes as the process of transferring money from one country
to another. In Bangladesh it has a legal definition too. in terms of section 2(d)
of the F.E.R Act,1947, as adapted in Bangladesh, 'foreign exchange' means
foreign currency and includes instruments expressed in foreign exchange , all
deposits credits, and balances payable in foreign currency as well as foreign
currency instruments such as draft, tc, bills of exchange, promissory note
and letter of credit payable in any foreign currency. Bangladesh earns foreign
exchange mainly through export of goods and services. Foreign exchange
business has been identified as one of the key areas for development of the
banks business. Foreign exchange is the mechanism by which the currency
of one country gets converted into the currency to another country.
3.5.8.1.
Foreign Exchange department of SBL has following
functions:

ID- B081369
4
9
EXPORTS
Pre-shipment Advances
Post-shipment Advances
Export Guarantees
Advising/Confirming Letter of Credit
Facilitating project exports
Bills for collection
IMPORTS
Opening letters of credit
Advance bills
Import loans and guarantees.
Exchange dealings
Rate computation
Nostro/Vostro Accounts
Exchange position and cover operations

REMITTANCES
Issue of DD, MT, TT etc.
Encashment of cheques, DD, MT, TT etc.
Issue and encashment of travelers' cheques
Sale and encashment of foreign currency notes
Non-resident deposits
STATISTICS
Submission of returns
Collection of credit information
3.5.8.2.
Some common terms of foreign exchange:
Letter Of Credit (L/C): A letter of credit is a document that a financial

institution or similar party issues to a seller of goods or services which
provides that the issuer will pay the seller for goods or services the seller
delivers to a third-party buyer. The issuer then seeks reimbursement from
the buyer or from the buyer's bank. The document serves essentially as a
guarantee to the seller that it will be paid by the issuer of the letter of credit
regardless of whether the buyer ultimately fails to pay. In this way, the risk
that the buyer will fail to pay is transferred from the seller to the letter of
credit's issuer.
Types of letter of Credit
Letter of Credits may be either:
Revocable
Irrevocable.
Also there are special types of Letter of Credit (L/C)
Transferable L/C
Red clause L/C
Green clause L/C
Back-to-back L/C
Revolving L/C
L/C Opening Charge: When the officer thinks fit the application to open a L/C,
they make the following charges

ID- B081369
Debit/ Credit
Debit
Credit
Credit
Credit
Credit
Charges in Taka
Commonly 10-30%
0.5%
15% on commission
3500/=
4
9
Particulars
Customers A/C
L/C Margin A/C
Commission A/C on L/C
VAT
SWIFT Charge

Foreign Courier Charge (FCC)

Stamp
Securities and Printing
Credit
Credit
Credit
1000/=
150/=
200/=
Parties of a letter of Credit:

The parties are:
The Issuing Bank / Opening Bank
The Confirming Bank, if any, and
The Beneficiary / Seller / Exporter
Other parties that facilitate the Documentary Credit are
Applicant: The person or body (customer of the bank) who requests the bank
(opening bank) to issue letter of credit. The importer or buyer is the
applicant of a letter of credit. Applicant must be the client of the issuing
bank.
Opening Bank / Issuing Bank: The bank that opens/issues letter of credit on
behalf of the applicant/importer.
Advising Bank/ Notifying Bank: The bank through which the L/C IS advised to
the beneficiary (exporter).
Exporter/ Seller/ Beneficiary: Beneficiary of the L/C is the party in whose
favor the letter of credit is issued. Usually they are the seller or exporter.
Confirming Bank: The bank, which under instruction in the letter of credit
adds their irrevocable undertaking to that of the issuing bank. It is done at
the request of the issuing bank having arrangement with them. The
confirmation constitutes a definite undertaking on the part of confirming
bank in addition to that of issuing bank.
Negotiating Bank: The bank that negotiates document and pays the amount
to the beneficiary when presented complying credit terms. If the negotiation
of the documents is not restricted to a particular bank in the L/C, normally
negotiating bank is the banker of the beneficiary.

ID- B081369
4
9
Reimbursing / Paying Bank: The bank nominated in the credit by the issuing
bank to make payment against stipulated documents, complying with the
credit terms. Normally issuing bank maintains account with the reimbursing
bank.

3.5.8.3. IMPORT:
Imports are purchase of foreign goods or services by consumers, firms,
companies, government, and semi government organization in Bangladesh.
It is an international trade.
Import Procedure:
An importer is required to have the following formalities to import the goods
through Standard Bank Bangladesh Ltd.
An account with Standard Bank Bangladesh Ltd.

Import Registration Certificate (IRC)
Tax Paying Identification (TIN) Number
Proforma Invoice/ Indent
Membership Certificate
LCA (Letter of Credit Application) form duly attested
One set of IMP Form
Insurance Cover note with money receipt
Others
Importer:
The person firm company who obtain Import Regulation Certificate (IRC) from
the CCI and e submitting the following papers:
Valid Trade License
Nationality Certificate
Asset Certificate
Tin Certificate
Bank Solvency Certificate
Memorandum and Articles of association and certificate of
incorporation (In case of Company)

ID- B081369
4
9
Provided the following persons/items are exempted from Registration i.e. IRC
not required for import.
Government Department
Local Authorities and Autonomous dowdies
Recognized Educational Institutions
Hospitals
Import of goods for which no foreign exchange remittance is required.

Reading materials or medicine imported for personal use within

permissible limit as allowed kin import Policy Order 1997-2002.
The L/C Application for import:

To open a L/C the application must submit an application to the bank's
printed format called L/C application form. The application form must be
completed and filled in and signed by the authorised person of the importer
giving the following details.
Full name and address of the importer and exporter

L/C value for USD, which must not exceed the LCA value
Brief description of the goods with its unit price, quantity, quality etc.
Origin of the goods, port of destination, port of loading etc.
Mode of advising L/C
Opening of L/C under UCPDC published no 500 ICC revision 1993
LCA number
Mode of shipment
insurance cover note
Whether shipment/Transhipment allowed
Last date of shipment and negotiation
Special instruction if any
Formalities for Export L/C:

ID- B081369
4
9
There are a number of formalities, which an exporter has to fulfill before and
after shipment of goods. These formalities or procedures are enumerated as
follows, Obtaining Export Registration Certificate ERC
Securing the order
Obtaining EXP
Signing of the contract
Receiving the Letter of Credit
The terms of the L/C are in conformity with those of the contract.
The L/C is an irrevocable one, preferably confirmed by the advising
bank.
The L/C allows sufficient time for shipment and a reasonable time
for registration.
If the exporter wants the L/C to be transferable, divisible and
advisable, he should ensure those stipulations are specially
mentioned in the L/C.

Procuring the materials:

Endorsement on EXP
Disposal of Export Forms:
Original: customs authority reports first copy of EXP to Bangladesh
Bank after shipment of the goods.
Duplicate: Negotiating bank reports the Duplicate to Bangladesh
Bank in or after negotiation date but not later than 14 days from the
date of shipment.
Triplicate: On realization of export proceeds Triplicate is reported by
the same bank to the same authority.
Quadruplicate: Finally, the negotiating bank as their office copy
retains Quadruplicate
Shipment of goods
Presentation of export documents for negotiation
Bill of Exchange or Draft;
Bill of Lading
Invoice
Insurance Policy/Certificate
Certificate of origin
Inspection Certificate
Consular Invoice
Packing List
Quality Control Certificate
G.S.P. certificate
Examination of Document:
Banks deal with documents only, not with commodity. As the negotiating
bank is giving the value before repatriation of the export proceeds it is
advisable to scrutinize and examine each and every document with great
care whether any discrepancy(s) is observed in the documents. The bankers
are to ascertain that the documents are strictly as per the terms of L/C
Before negotiation of the export bill. Bank officers assigned for examining
the export documents may use a checklist for their convenience.

ID- B081369
4
9
Negotiation of export documents:

Negotiation stands for payment of value to the exporter against the
documents stipulated in the L\C. If documents are in order, SBL purchases
(negotiates) the same on the basis of banker- customer relationship. This is
known as Foreign Documentary Bill Purchase (FDBP).

If the bank is not satisfied with the documents submitted to SBL gives the
exporter reasonable time to remove the discrepancies or sends the
documents to L/C opening bank for collection. This is known as Foreign
Documentary Bill for Collection (FDBC)
Mode of payment of export bill under L/C:
As per UCP 500, 1993 revision there are four types of credit. These are as
follows:
Sight Payment Credit: In a Sight Payment Credit, the bank pays the
stipulated sum immediately against the exporters presentation of the
documents.
Deferred payment Credit: In deferred payment, the bank agrees to
pay on a specified future date or event, after presentation of the export
documents. No bill of exchange is involved. In SBL, payment is given to
the party at the rate of D.A 60-90-120-180 as the case may be. But the
Head office is paid at T.T clean rate. The difference between the two
rates us the exchange trading for the branch.
Acceptance credit: In acceptance credit, the exporter presents a bill
of exchange payable to himself and drawn at the agreed tenor (that is,
on a specified future date or event) on the bank that is to accept it.
The bank signs its acceptance on the bill and returns it to the exporter.
The exporter can then represent it for payment on maturity.
Alternatively he can discount it in order to obtain immediate payment.
Negotiation Credit: In Negotiation credit, the exporter has to present
a bill of exchange payable to him in addition to other documents that
the bank negotiates.
3.5.8.4.
Foreign remittance:

ID- B081369
4
9
Remittance refers to the send or receipt of money from one place to another
place. Foreign remittance refers that the exchange of money between two
countries or among several countries. This is mainly occurred through
banking institution . Standard Bank Limited performs the remittance function
with different countries. It maintains the foreign remittance in the following
form:

Inward
Outward
Performance of this dept.:
Overall supervision of Foreign Remit. Dept.
Correspondence to Nostro Account.
Foreign TT payment & Purchase of F. Drafts, Choose & preparations of
F.B.P. (Foreign Bill Purchased).
Checking of all Batches.
Assist in preparation of IBCA/IBDA etc.
Compliance of Audit & Inspection.
Issuance of outward TT & FDD.
Issuance of PRC.
Statement & all related works regarding deposit of Bangladesh Bank.
Foreign Collection, Bangladesh Bank Clearing Check Collection, which
comes from all branch of ABBL.
Withdrawal from F.C.A/C.
Encashment of T.C.s & Cash Dollar and Sterling Pound.
Deduction of Tax and VAT.
Preparation of related statements including convertible Taka Accounts.
Preparation of IBCA & IBDA and Balancing of Collection and other
special assignment as desired by Department in charge.
Issuance of TC & Cash Dollar, Correspondence with different
Bank/Institution related to TC/Dollar.
Student Case handling & preparation of related statements (Head
Office and Bangladesh Bank).
Balancing of Account Statements.
Batch posting and all related statements.
3.5.8.5.
Reporting:

ID- B081369
4
9
The Foreign Exchange Department of SBL, Agrabad Branch also delivers

report to the Bangladesh Bank. In Bangladesh Bank prescribed form in a
monthly Basis about the total import L/Cs, export L/Cs i.e. total foreign
exchange department. Actually this is a routine work of the department.
Bangladesh Bank gets like this report from all the local and foreign Banks
that are operating in the country. By getting this report Bangladesh gets a
total economic picture of the country and it aids the Bangladesh Bank and as

well as the government to forecast the economic condition and helps to

formulate different development policies and procedures.
In SBL
40% customer thinks that
they are maintains
standard service.
SBL delivering quality
service.
they are not provides
promises service.
53% customer answers
that SBL understood
customer requirement
i
properly.
On average 35% service
are recovered frequently.
Figure 2: Questionnaire survey.
3.6. Service design & standard of SBL:

ID- B081369
4
9
The
most
important
part
for
a
service
oriented firm is to design and setting standard for its service. Because
service cant touch, examined or tried out, people frequently resort to words
in their efforts to describe them. SBL always followed last three ways to
develop their service. Because of competitive market, and rapid industry
pattern change, besides Bangladesh Bank sets some regulations SBL have to
cope rapidly. SBL always designs their service in new & innovative way.

3.7. New service development process:

To develop new service, every firm have follow the below strategy, SBL too.
3.8. Service Delivery & performance of SBL:

3.8.1.
Employees role in service delivery:
The Critical Importance of Service Employees

Boundary Spanning Roles
Strategies for Closing Gap 3
Employees are the important part of a service organizations, they maintain

relation both internal & external environment. SBL always try to convince
their employee such a way that there is no switching cost has to make.
Besides, employees role is very much crucial for closing service gap 3.
SBL hire the right people-

ID- B081369
4
9
Compete for the best people

Hire for service competencies and Service Inclination

Be the preferred employer
They develop people to deliver Service Quality Train for Technical and Interactive Skills
Empower Employees
Promote team work
Provide Needed Support Systems Measure Internal Service Quality
Provide Supportive Technology and Equipment
Develop Service Oriented Internal processes
Always try to retain the Best People Include Employees in the Companys vision
Treat Employees as customers
Measure and Reward strong service performers
3.8.2. Customers role in service delivery:
SBLs customers are often in the bank, interacting with employees and
with other customers.
Since these customers are present during service production, customers can
contribute to or detract from the successful delivery of the service and to
their own satisfaction.
Customers as Productive Resources
partial employees
contributing effort, time, or other resources to the production
process
In B to B, the support of client ensures efficient service
delivery
Customers avoid in co-creation of service if they dont benefit from
it
Customers as Contributors to Service Quality and Satisfaction

ID- B081369
4
9
Customers can contribute to

their own satisfaction with the service
By performing their role effectively. Ex: Health Care,

Fitness Programs
by working with the service provider
the quality of the service they receive
by asking questions
by taking responsibility for their own satisfaction
by complaining when there is a service failure
Customers as Competitors
customers may compete with the service provider
internal exchange(produce the service themselves) vs. external
exchange(someone else provide service for them)
internal/external decision often based on:
Expertise capacity
Resources capacity
Time capacity
economic rewards
psychic rewards
trust
control
3.9. Customer relationship in SBL:

ID- B081369
4
9
SBL maintain a CRM (customer relationship management) for making a

customer base. When a customer opens an account in the bank, the
employees first duty is to know their customer. Relationship marketing is
another key issue practices by SBL. Standard Bank Ltd.s client base consist
corporate, institutional and private clients to help them realize their terms
goals and long-term aspiration. The idea of CRM is that it helps businesses
use technology and human resources gain insight into the behavior of
customers and the value of those customers. For CRM to be truly effective an
organization must first decide what kind of customer information it is looking
for and it must decide what it intends to do with that information. For
example, many financial institutions keep track of customers' life stages in
order to market appropriate banking products like mortgages or IRAs to them

at the right time to fit their needs. Next, the organization must look into all of
the different ways information about customers comes into a business,
where and how this data is stored and how it is currently used. One
company, for instance, may interact with customers in a myriad of different
ways including mail campaigns, Web sites, brick-and-mortar stores, call
centers, mobile sales force staff and marketing and advertising efforts.
Generally SBL and other service oriented firm following different typology for
exchanging relationshipCustomers
as
Product
offerings
Sources of
competitiv
e
advantage
s
Buying
activity
Focus of
selling
activity
Strangers
Acquaintances
Friends
Partners
Attractive
relative to
competitive
offerings or
alternative
purchase.
Attractiveness
Parity product as a
form of industry
standard.
Differentiated
product adapted to
specific segments.
Satisfaction
Satisfaction + Trust
Customized product
and dedicated
resources adapted to
and individual
customer or
organization.
Satisfaction + Trust +
Commitment
Interest,
exploration, and
trial.
Satisfaction
facilitates and
reinforces buying
activity and reduces
need to search for
market information.
Trust in firm is
needed to continue
the buying activity
without perfect
information.
Encouraging
trial facilitates
initial selling.
Identification
facilitates selling.
None
Short
Specific knowledge
of customers
connection to
segment need and
situation facilitates
selling.
Medium
Commitment in the
form of information
sharing and
idiosyncratic
investment is needed
to achieve customized
product.
Specific knowledge of
customers need and
situation and
idiosyncratic
investment facilitates
selling.
Long
Low
Low
Medium
High
Acquire
Satisfy
Retain
Enhance
Relationshi
p time
horizon
Sustainabil
ity of
competitiv
e
advantage
Primary
relationshi
p
marketing
goal
3.10.
Managing demand & capacity of service in

ID- B081369
4
9
SBL:

The key to efficiency and fast customer service in the service industry is the
correct and dynamic matching of demand and capacity. Given the
seasonality and unpredictability of the various types of banking services and
transactions, this process may be difficult but not insurmountable. SBL
makes the important step by separating the bank's factory-like transactions
which are more or less standardized, like check encashment, withdrawals,
and check deposits, from the personalized ones like opening accounts, loan
application, or marketing a new service. It should be recognized that the
former constitute the bulk of banking transactions. Factory-like transactions
are fairly predictable in terms of duration or cycle time, and occurrence.
Their seasonality or peak-and-low periods during the day, week, and month
can also easily be discerned from a careful study of past data. By matching
the demand and capacity of its factory transactions, a bank can decongest
its lobby or ATM booths, improve over-all customer satisfaction, and provide
its staff with ample time and better composure to attend to the more
personalized transactions. Generally two strategies- shift demand and adjust
capacity is taken by SBL for managing demand and capacity.
Demand Too High
Shift Demand
Use Signage to communicate busy

days and times
Offer incentives to customer for
usage during nonpeak times
Take care of loyal or regular
customers first
Charge full price for the service- no
discounts
Demand Too High
Use sales and advertising to

increase business from current
market segments
Modify the service offering to appeal
to new market segments
Offer like increase interest rate or
price/charge reduction
Bring service to the customer
Adjust capacity
Stretch time, labor, facilities and

equipment
Cross train employees, hire parttime employee
Request overtime work for
employees
Subcontract or outsource activities
Demand Too Low
Demand Too Low
Perform maintenance, renovations

Schedule vacation
Schedule employee training
Lay off employees

ID- B081369
4
9
Besides SBL often using yield management for balancing capacity utilization,
pricing, market segmentation and financial return. Where Yield=Actual

revenue/potential revenue. After all when demand and capacity cannot be

matched in SBL they are following waiting line strategies.
Long-term capacity planning is a critical task of bank management. No plan
or a wrong plan is planning for failure or bad service which leads to customer
attrition. After the right the capacity is set and installed, whether tellers,
verifiers, or ATMs, there is a need to dynamically match capacity to a
changing demand pattern. In manufacturing, this short-term process is called
production control. Both long and short term capacity matching has to be
done carefully and adapted to the bank's particular environment. In many
banks, capacity management is characterized by fire-fighting and gut-feel
decision making. Tellers in a branch are added or subtracted from the frontline, according to across-the-board head office guidelines which are not
consistent with local realities or demand pattern. Moreover, the branch
manager may request head office for more personnel after overtime has
become unmanageable or customer complaints due to long queues have
mounted.
3.11.
Integrated
service
marketing
communication in SBL:
Goal:
Delivery
is greater
than or
equal to
promises.

ID- B081369
4
9
Communication is always one of the most important and vital strategic areas
of an organization's success. One can have the best or most innovative
products or services, but if the internal and external communications are
weak, then the demand for their products or services raises a personal flag
of concern. When communicating the value of organizations products or
services, they want to focus on how they will benefit their clients.

External
Marketing
Communication
Advertising,
Sales promotion
Public relation
Direct marketing
Internal Marketing
Vertical
communication
Horizontal
communication
Interactive marketing
Personal selling
Customer service
center
Service encounters
Servicescapes
strategy
for Integrated
When SBL plan their

Marketing Communication or
IMC, they dialogue with their customers, by inviting interaction through the
coordinated efforts of content, timing and delivery of their services. By
ensuring direction, clarity, consistency, timing and appearance of their
messages, conveyed to its targeted audience, these factors helps avoid any
confusion about the benefits of their brand, through the connection of instant
product recognition.
By ethically planning, communicating, and following industry guidelines, SBL
earn the trust of their customers and target audience. There are several tools
available, among them SBL practices five basic tools of integrated marketing
communication:
Advertising: This tool can get their messages to large audiences
efficiently through such avenues as radio, TV, Magazines, Newspapers
(ROP),
Internet,
Billboards
and
other
mobile
technological
communication devices.
Sales Promotion: This tool is used through coupons, contests,
samples, premiums, demonstrations, displays or incentives
Public Relations: This integrated marketing communications tool is
initiated through public appearances, news/press releases or event
sponsorships, to build trust and goodwill by presenting the product,

ID- B081369
4
9
company or person in a positive light.

Direct
Marketing: This tool will utilized email, mail, catalogs,
encourage direct responses to radio and TV, in order to reach targeted

audiences to increase sales and test new products and alternate
marketing tactics.
Personal Selling: Setting sales appointments and meetings, home
parties,
making
presentations
and
any
type
of
one-to-one
communication, to reach their customers and strengthen their

relationship with their clients, initiate this IMC tool.
Decisions linking the overall objectives and strategies during the marketing
planning phases help to evaluate and fine-tune the specific activities of
integrated marketing communication. Before selecting an IMC tool,
marketing, product and brand managers must look at social, competitive,
legal, regulatory, ethics, cultural and technological considerations. One thing
bank want to avoid when activating the tools of integrated marketing
communication is reaching inappropriate audiences and causing controversy.
That could be damaging when trying to build brand awareness and
encourage consumer spending with their company. When marketing
managers examine the beliefs, emotions and behavior of their targeted
audience towards their brand, they can influence their beliefs to achieve
product awareness, by attracting attention to their promotional campaigns.
3.12. Pricing of services in SBL:

Pricing is an important factor for a service firm. Rightly pricing is
important for both firm and consumer. Pricing are varies for firm to firm.
Customers defines price as an factors that relates with values, that is if the
services provide value then they are willing to pay the price. Value is also
mean different to different customer like- value is low price, value is
everything customer get in a service, value is the quality one get for the
price he/she pay and value is all that one get for all he/she give. The ways
that service prices are different for consumer is given below:-

ID- B081369
4
9
Customer knowledge of service prices

1. Service variability limits knowledge
2. Providers are unwilling to estimates prices
3. Individual customer needs vary
4. Collection of price information is overwhelming in services
5. Prices are not visible
The role of non-monetary

6.
7.
8.
9.
Price
Time cost
Search cost
Convenience cost
Psychological cost
as an indicator of service quality
3.12.1. Three basic marketing price structures for service firms-
SBL try to
maintain fair
pricing for the customer and equality among customer is confirmed by the
employees.
3.12.2. Schedule of Charges (General Banking):
Type of Services
Current Account
Savings Account
Nature of
Charges
Service Charge /
Incidental
Charge
Min Balance Fee
Revised 2010
Ledger Fee
NIL
Maintenance Fee
Tk.500/= half yearly
A/C Closing
Charge
Service Charge /
Incidental
Charge
Min Balance Fee
Tk.300/=

ID- B081369
NIL
NIL
Nil
NIL
4
9
Sl.
No.
1

STD Account
NIL
Maintenance Fee
Tk.300/=
A/C Closing
Charge
Service Charge /
Incidental
Charge
Min Balance Fee
Tk.200/-
Ledger Fee
NIL
Maintenance Fee
Tk.500/=
Tk.300/=
Scheme Account
Standing Instruction
A/C Closing
Charge
A/C Closing
Charge
Charge
Locker & Safe Custody
Small Size
7
8
Issuance of Solvency
Certificate
Supply of Original
Statement of Account
Issuance of Cheque
Book (old)
10
Issuance of MICR
Cheques
Issuance of Foreign
Currency Balance
Certificate
Local Collection of
Cheques (where there is
clearing house)
Local Collection of
Cheques (where is no
clearing house)
Bounce cheque drawn
on us (cash, clearing or
transfer)
Local currency cheque
returned unpaid sent on
collection
11
12
13
NIL
Tk.200/Tk.25/- for each instruction and every

subsequent implementation latter on.
Tk.1500/- P.A.
Medium Size
Large Size
Security Money
(Refundable)
Charge
Tk.2000/- P.A.
Tk.3500/- P.A.
Tk.3500/- per locker
Charge
Free (For each monthly/quarterly),

Tk.50/- other than above
Tk.50/- per Statement within
Bangladesh and outside Bangladesh
Tk.50/- plus postage at actual.
Tk.1.00 per leaf for CD/STD and Tk.0.50
per leaf for SB Account (except
Employees A/C)
Tk.3.00 per leaf
Mail Charge
9
NIL
Charge
Printing Cost
Charge
Tk.100/- per certificate
Commission
Free
Charges
At actual Min. Tk.50/- per case
Charges
Tk.100/- per instance
Charges
Tk.100/- per instance

ID- B081369
4
9
Ledger Fee

15
Collection of outstation
cheques/bills (clean /
documentary)
Remittance -Inland
(DD/TT/MT issuance)
Cancellation of
DD/TT/MT/PO
16
Issuance of duplicate
instrument
Issuance of Payment
Order
Commission
Up to Tk.25000/Tk. 25001/- to
100000/Tk.100001/- to
500000/Over Tk.500000/Postage
(Registered)
Telex/Telegram
Charges
Telephone
Commission
Min. Tk.100/Min. Tk.100/Min. Tk.200/Min Tk.500/- Max.2500/-
At actual, Min. Tk.50/At actual, Min. Tk.50/Tk.50/= if any

0.15%, Min. Tk.100/-
Additional
Charges for TT
(Postage)
Telex/SWIFT
Telephone/Fax
At actual
Charge of
Cancellation
Postage / Courier
Tk.100/-
Telex/SWIFT/Fax
Tk.50/-, up to Tk.1000/- Tk.100/- above

Tk.1000/Tk.100/- Plus actual Telex or Postage
Charges incurred there against
Up to Tk.10,000/ =Tk.25/-
Charge for
issuance
Charge for
issuance
17
Duplicate issue of FDR
Charge
18
Issuance of Bangladesh
Bank Cheque at the
request of the client
Purchase of Cheques and
Inland Bills
Charge
19
0.20%,
0.20%,
0.10%,
0.05%,
Commission
Postage
(Registered)
Telegram
Telex / Fax
Telephone
Interest

ID- B081369
At actual, Min. Tk.40/Tk.50/-
Tk.50/-
Tk.10,000/ to Tk.1.00 lac= Tk.50/Above 1.0 lac to Tk.5.00 lac= Tk.100/Tk.150/Tk.300/Tk.200/- per instance
Up to Tk.25000/- @Tk.0.25% Min.
Tk.100/Above Tk.25000/- to 1.00 lac @0.25%
Min. Tk.200/Above Tk. 1.00 lac to Tk.5.00 lac
@0.25% Min. Tk.300/Above Tk. 5.00 lac to10.00 lac @0.10%
Min. Tk.500/Above Tk.10.00 lac @0.10% Min.
Tk.1000/At actual Min. Tk.25/At actual Min. Tk.50/At actual Min. Tk.50/At actual Min. Tk.50/Interest to be charged as per lending
rate from date of purchase up to the
date of realization of proceeds and
4
9
14

handling charges Tk.500/-
20
Balance Confirmation
Certificate
Charge
Half yearly - Free

Yearly
- Free
For more than two times in a year,
Tk.200/- for issuance of each Certificate
3.12.3. Rate of Return/Profit rate/Rent of different type of Investment of

Islami Banking:
Sl
.
Particulars
Fixed
Rate
MidRate
0
1
Agriculture/Agro based/Agro processing (Bai-Murabaha TR/ BaiMuajjal/ HPSM )
9.00%
0
2
0
3
Term Investment (HPSM) Large & Medium Scale Industry
13.00%
Working Capital (Large & Medium Scale Industry ) Bai-Murabaha

TR/ Bai-Muajjal
15.00%
0
4
0
5
Term Investment (HPSM ) Other than Large & Medium Scale

Industry
Working Capital ( Other than Large & Medium Scale Industry) BaiMurabaha (TR)/ Bai-Muajjal
15.00%
15.00%
0
6
0
7
0
8
0
9
1
0
1
1
Export (PSI)
7.00%
Commercial Investment [MPI/TR /MIB/Bai-Murabaha (TR)], BaiMuajjal

Commercial Investment ( Food Grain ) Bai-Murabaha TR/ BaiMuajjal
LDBP (IBP)
15.00%
Staff Investment (HPSM/Bai-Muajjal)

11. House Building Investment
22. House Renovation
33. House Hold Durable Scheme(HHDS)
44. Transport Investment

ID- B081369
15.00%
15.00%
9.00%
12.00%
12.00%
Bank
Rate
4
9
FDBP ( FBP)
12.00%

Other Investment
1. Small & Cottage Industry (Term Investment/ HPSM)
2. House Building Investment ( Commercial) (HPSM)
3. House Building Investment ( Residential) (HPSM)
4. Transport Investment (HPSM)
5. Quard against MTDR
6. HPSM/Bai-Muajjal House Hold Durable Scheme(HHDS)
7. SME Investment( HPSM/ Bai-Murabaha (TR)/MPI(TR)/ Bai-Muajjal)
8. Woman Entrepreneurs ( HPSM/ Bai-Murabaha (TR)/MPI(TR)/ BaiMuajjal)
9. Investment Others ( not defined above)
Type of Deposits
Mudaraba Savings Account
Mudaraba Special Notice Deposit Account
Mudaraba Hajj Savings Scheme
10.00%
-
Revised Rate of Profit

5.00
4.00
10 years
11.00
5 years
3 years
10 years
10.75
10.50
11.00
Mudaraba Term Deposit Receipt Account 3 Months
5 years
3 years
General
10.75
10.50
12.50
Financial Inst.
General
9.50
12.50
Financial Inst.
General
9.50
12.50
Financial Inst.
General
9.50
12.25
Financial Inst.
General
9.25
12.00
Financial Inst.
9.00
Mudaraba Monthly Savings Scheme

ID- B081369
15.00%
15.00%
15.00%
15.00%
15.00%
15.00%
15.00%
4
9
1
2.

Chapter Four:
Analysis and Findings

4.1. SWOT analysis:

ID- B081369
4
9
Both manufacturing and service oriented business organizations start

to possess some weaknesses as time elapses. The weaknesses of an
organization can be turned into opportunities if recognized on time.
Moreover, overlooking any threat may result in loosing valuable business
opportunities. For this reason, an assessment of every business organization
is required to judge the performance from the aspects of its strength,
weakness, opportunity and threat. The Strength, Weakness, Opportunity and
Threat (SWOT) analysis of the Bank is as follows:

ID- B081369
4
9


ID- B081369
4
9


4.2. Service marketing mix analysis:

One of the most basic concepts in marketing is marketing mix defined
as the elements an organization controls that can be used to satisfy or
communicate with customers. In SBL service marketing mix are found are as
follows-

ID- B081369
4
9
Product: Brand, deposit through account, credit products, card, remittance

etc.
Price: Different rate/charge that fixed against services.
Place: Branch, managing channel exposure etc.
Promotion: Advertisement, sales people, sales promotion, publicity, internet,
web etc.
People: Employee & customer
Physical evidence: Facility design, equipment, signage, employee dress,
business cards reports, statements etc.
Processes: Flow of activity, steps in activity, customer involvement etc.

In SBL, during my internship Ive found many marketing mixes are

emphasized are many are not emphasized.
4.3. Findings:
Standard Bank Ltd is a third generation bank in Bangladesh. It has
established & started its business in 1999. Presently 62 branches are
available in the country. The bank has successfully completed its 11 years of
operation. Standard Bank has a no. of strength and activities which can
attract customer. In my observation I would like to point out one of these.
Standard Bank has a good no. of manpower and it can provide non-stop
service. The procedure of handling transaction is easier to the client and the
bank can take a shorter period time to make dealing. It has countrywide
network & the bank provide high quality service, which satisfy the client very
much.
It is not possible to go to the dept. of each activities of branch because of
time limitation. However highest effort has been given to achieve the
objectives. Every bank has a few problems. So Standard Bank is not
exceptional to this. Now I would like to present my observation and point out
some problems.
Standard Bank has no strong marketing department.

Standard Bank has low focus on retail banking.
Standard Bank human resource policy should be improved.
Its customer service should be more efficient.
It should develop new service or design the existing service in

ID- B081369
4
9
developed way.
No competitive focus on pricing.
R & D division is not so strong.

Chapter Five:
Recommendation & Conclusion
5.1 Recommendation:
Standard Bank Limited is one of the potential banks in the banking sector.
The customer service division of Standard Bank is a large and busy division.
Therefore it is very important for the bank to have a sound management of
this division. Thus, I would like to provide some recommendations to improve
the banking service of Credit Division and make the customer more satisfied.

ID- B081369
4
9
The customer service dept. must give every customer individual

attention and must be willing to help customers.
The Department should arrange the work in a systematic way, and
then they will be able to give the service on time.
The Department should regular in their work. That means, the work
must be done at the right first time. Then, pending works will be
decrease.
The seat arranged may be increased in front of Customer Service
Department
The department should inform about the problem of any service like
ATM booth to the management, so that it can solve as soon as
possible.
Reduce the service charge for account and other service charge.
Because most of the customer complaint about over charging.
Continue develop of new and attractive features and services.
Managerial supervision is also wanted to increase.
Bank should undertake training facilities in the specialized institutions
in the country as well as out of the country.
It should motivate employees with special bonus and tour to foreign
country.
Separating Card department and concern operation.
Ensure that every one working in Software knows it properly and giving
them personal ID.
SBL should introduce prime rate for the best customers which will
attract the good customers. It is observed that irregular borrowers are

given facilities like loan rescheduling, time extension etc. But a regular
customer does not get any facility.
If the bank wants to provide services to the customer easily and
comfortably it should increase the number of branch and should it
place in a suitable situation when the client come and parks their cars
easily.
Bank should be innovative and diversified in its business
The Bank should introduce modern technology
5.2 Conclusion:
From the practical exposure to the various aspects of banking activities
during the whole period of my practical orientation in Standard Bank Limited
I have reached a firm and concrete conclusion in a very confident way. I
believe that my realization will be in harmony with most of the banking
thinkers.
After completion of the whole project it can be point out that consumer
banking is one of the major departments of SBL, which has great contribution
of the bank profit. SBL has strong customer base, financial capability,
qualified workforce, international exposure and good reputation. With the
ambition of becoming the bank of choice for clientele, its just natural for SBL
to pitch its customer service benchmarks high, at a level where the local
standards are far exceeded and global standards are embraced and met.
The analysis and findings was about customer service in SBL at Agrabad
Branch. I try to focus here how the customer is satisfied to get out banking
service. We will see the whole report what subscriber opinion to select our
bank services. The analysis indicated that some subscribers are loyal to the
company. I firmly believe that if the banking community follows my
recommendation, it will be able to achieve a sustainable distinctive
competitive advantage and to run smoothly with loyal subscribers & market

ID- B081369
4
9
leadership. It will help the subscriber to get more services.

References

ID- B081369
4
9
Rose S. Peter , Bank Management, McGraw-Hilll Irwin publications( 5th

Edition).
Mary Jo Bitner & Valrie A. Zeithaml, Tata Mcgraw Hill Edition 2007-2008
(4th Edition).
Annual Report 2010
www.standardbankbd.com
www.bangladesh-bank.org
www.google.com
www.wikipedia.com
www.investopedia.com
www.creativemarketing.com
www.scribd.com

Appendix:
Agrabad Branch
Customer Survey Form
Dear Customer,
We believe that your comments and recommendations will guide us for a
better service. Thank you for giving the time to answer this questionnaire.
Please remember to fill in your name and contact information.
Name: ______________________________________________________________________
Account number: ___________________________ (Optional)
Account type: ______________________________ (Optional)
Address: ____________________________________________________________________
Mobile
number:
__________________________Email
id:
_____________________________
1. The bank you work with the most:
a. SBL b. Other: ______________________________________
2. Approximately how many times have you visited your branch in last 1
month?
a. ________________
3. In terms of the service you received from the customer service
representatives/supervisors, how satisfied were you with the following?
(Tick on the black block)
Ye
s
and
Neutral
Dont
Know
courteous

ID- B081369
4
9
Friendly
manner
N
o

Knowledge of bank's products

& Services
Willingness
to
listen
and
respond to your need
Fast and efficient service
Recognition of you as valued
customer
Professional
and
attractive
appearance
4. Do you feel that the procedure to open an account with the bank was
difficult?
Yes to
extent
certain No, it was easy
5. Do you always get prompt service whenever you visit the branch?
Always
Often
Sometimes
Rarely
Never
6. Do you agree that minimum account limit is not high and easy to
maintain?
Strongly
agree
Agree
Somewhat
agree
Disagree
Strongly
disagree
7. Are you satisfied with your financial transactions with the bank?
Very satisfied
Satisfied
Somewhat
satisfied
Dissatisfied
8. Are you satisfied by online banking with the bank?

Very satisfied
Satisfied
Somewhat
satisfied
Dissatisfied
9. According to you which service provided by the bank is best?

ID- B081369
4
9
________________________________________________________________________
_____
10.
Do you have any remarks you want to add concerning the
service you have been receiving at your branch?
Questionnaire survey.

Zahid - Customer Service With Sevice Marketing Perespective

Загружено:

Сведения о документе

Исходное описание:

Оригинальное название

Авторское право

Доступные форматы

Поделиться этим документом

Поделиться или встроить документ

Параметры публикации

Этот документ был вам полезен?

Это неприемлемый материал?

Авторское право:

Доступные форматы

Zahid - Customer Service With Sevice Marketing Perespective

Загружено:

Авторское право:

Доступные форматы

Customer service evaluation with service marketing

[THIS INTERNSHIP REPORT IS SUBMITTED FOR THE PARTIAL ACCOMPLISHMENT

Internship Duration: 3 Months

Department of Business Administration

Faculty of Business Studies

International Islamic University

Signature of the Supervisor

Department of Business Administration

International Islamic University

June 12, 2012

(Assistant Vice President),

contributed substantially to improve my understanding of the problem. I am

Chapter One: Background of the Study

Chapter Two: Profile of Standard Bank Ltd.

Standard Bank Profile

Chapter Three: Customer service of SBL

Chapter Four: Analysis & findings

Chapter Five: Recommendation & Conclusion

Background of the Study

International Islamic University Chittagong.

1.2. Origin of the report:

customer. So I selected the topic on CUSTOMER SERVICE EVALUTION WITH

1.3. Objective of the study:

1.5. Scope of the study:

1.6. Limitation of the Study:

In preparing the report time was the principal constraint. As my

To prepare and produce such kind of report properly it is needed

As a financial organization SBL has a great deal of hidden information

Profile of Standard Bank Limited

2.1. Standard Bank Profile:

Standard Bank Limited (SBL) was incorporated as a Public Limited Company

2.1.1. Corporate Information:

Name of the Bank

Standard Bank Limited

Standard Bank Limited (SBL) was incorporated

According to the Annual report 2010 of standard bank ltd.

operations on June 03, 1999.

M/s. Hasan & Association

Advocate & Tax Consultant

2.2. Objectives of the bank:

2.3. Vision & Mission:

2.3.1. VisionTo be a modern Bank having the object of building a

2.3.2. MissionTo be the best private commercial bank in Bangladesh in

2.4. Core Values:

2.5. 2Board of Directors:

According to the annual report 2010 of standard bank ltd.

Mr. Kamal Mostafa Chowdhury

Managing Director & CEO

2.6. Organizational Hierarchy

2.7. Functional Aspects of SBL:

increasingly difficult to distinguish the commercial banks from other banks

Guarantee and indemnity service: Commercial

Financial advising: Commercial banks provide financial advisory

2.8. Strategic Priority:

2.9. Divisions of SBL:

Standard Bank Ltd, Agrabad Branch:

2.11.1. General information:

: Standard Bank Limited, Agrabad branch,

: Hossain Chamber (Ground Floor), 105,

: Mr. Sheikh Abu Ahmed, Executive Vice

2.11.2. Number of employees:

Departments of Agrabad Branch: