Main Uddin Report

Analyzing Customer Satisfaction of
Service Quality in General Banking Practices

A Study on Meghna Bank Limited,
Madambibir Hat Branch, Chittagong.
[This internship report is submitted for this partial fulfillment of the degree Bachelor of Business
Administration with a major in Marketing]
Prepared By
Name: Mohammed Mayen Uddin
Metric No: B-143413
Program: Bachelor of Business Administration
Semester: Autumn 2017
Major: Marketing
Internship Duration: 27th March - 27th June 2018 (3 Months)

Date of Submission: 12th August 2018
Department of Business Administration

Faculty of Business Studies
International Islamic University Chittagong
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Acknowledgement
I wish express my gratitude for profound kindness of Almighty Allah. From the first
inception to the final completion of this report, the success of this study rests not on me alone
but also on the contributions of many persons who have inspired, influenced and guided my
work.
I would like to express my hard felt gratitude to our honorable Professor & Dean Dr.
Mahbubur Rahman Faculty of Business Studies and I would also like to thanks our
convener Mohammad Jonaed Kabir Associate Professor and convener for giving us a
important guidelines to prepare the report.
I would like to convey my deep gratitude to my honorable Supervisor Mohammad Juaned

Kabir Associate Professor and convener for giving me the opportunity to present my
Internship Report on “Assessment of Customer Expectation and Perception of Service
Quality of Meghna Bank Limited”. Without his continuous support and courage, it would
have been quite impossible for me to carry out the preparations and proceedings of this
report.
I would like to thank the authority of the Meghna Bank Limited, Madambibir Hat Branch for
allowing me to complete my internship period in this bank.
I am very much indebted to S.M Fazal Uddin, (Senior Principal Officer & Branch Manager)
of Meghna Bank Limited, Madambibir Hat Branch, Chittagong to give me permission to do
internship. I also want to render my special thanks to Mohammad Saifuddin Mahmud
(Deputy Manager), Md. Mejbah Ahmed Hazari (Officer, Credit) and Sayed Md. Shahadat
Hossain (Assistant Officer) Madambibir Hat Branch, Chittagong for their valuable guidance,
support, co-operation, encouragement and advice throughout the internship program.
I want to announce here with immense pleasure to thank all of the employees of Meghna
Bank Limited, Madambibir Hat Branch who have been very helpful and cooperative to me.
After all, I would like to thanks my family members who supported me from the beginning to
end to make the report.
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Executive Summary
A fourth generation Bank, Meghna Bank Limited commenced its operation from May 09,
2013 with a vision of “To be recognized as an essential institution for the unbanked through
zealous participation in financial inclusion process.” Meghna Bank’s Pay-Off line “Together
We Sail” exemplifies our commitment to contribute towards building up an enlightened and
prosperous nation.
The main objective of the study is to “Assessment of Customer Expectation and Perception of
Service Quality of Meghna Bank Limited” Madambibir Hat Branch, Chittagong. First chapter
belongs the main objectives along with four supportive objectives these are to give an
overview of the company profile of Meghna Bank Limited to know the general banking
practice of Meghna Bank Limited to analysis customer expectation regarding service quality
of Meghna Bank Limited, to assess the customer perception on service quality of Meghna
Bank Limited, to identify the problems and recommend some suggestions to rise service
quality of Meghna Bank Limited. In the first chapter it is also discussed about primary and
secondary data about their source, scope to the study, and finally limitation associated with
the study.
The second chapter contained brief overview of the MGBL.
The third chapter I just described the general banking of the MGBL.
In fourth chapter I measure the evaluating and findings Customer Satisfaction & Service
Quality of MGBL through preparing a questionnaire. The questionnaire contained regarding
their satisfaction level. I calculate their satisfaction in percentage. I also used that
SERVQUAL mode.
In the final chapter, I drawn all of my findings which derived from the measure of Customer
Satisfaction, I put some recommendation finally the report ended with concluding remarks.
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Table of Content
Chapter Chapter Title Page
Number Number
Chapter-1 Introduction Pages
1.1 Prelude 2
1.2 Origin of the Report 2
1.3 Objectives of the Study 3
1.4 Methodology of the Study 3
1.4.1 Collection Data 3
1.4.2 Data Analysis 4
1.5 Scope of the Study 4
1.6 Limitation of the Study 5
Chapter-2 Profile of Meghna Bank Limited

2.1 About Meghna Bank 7
2.2 Objective 7
2.3 Commitment 7
2.4 Values of Meghna Bank Limited 7
2.5 Company Milestone 8
2.6 Corporate Profile of MGBL 8
2.7 Organization Hierarchy of MGBL 10
2.8 Board of Directors of MGBL 12
2.9 Products & Services of MGBL 13
Chapter-3 General Banking Activities of MGBL

3.1 Account Opening Section 23
3.2 Remittance Sections 29
3.3 Online Branch Banking Section 36
3.4 Clearing Section 37
3.5 Accounts Department 40
3.6 Cash Section 41
Chapter-4 Analysis of Customer Satisfaction

4.1 Evaluating Service Quality 45
4.1.1 Service 45
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4.1.2 Service Quality 45
4.1.3 Tangibles 46
4.1.4 Reliability 46
4.1.5 Responsiveness 46
4.1.6 Assurance 46
4.2 Keywords 47
4.3 Demography of the Respondent 47
4.3.1 Respondent Profile 47
4.3.2 Occupation of the Respondent 48
4.3.3 Accounts Duration/Year 49
4.3.4 Different types of Accounts 50
4.4 Tangibility 51
4.5 Reliability 55
4. 6 Assurance 59
4.7 MGBL Expectations on Assurance 60
4.8 Responsiveness 63
4.9 MGBL Expectations on Responsiveness 64
4.10 Empathy 67
4.11 MGBL Expectations on Empathy 68
4.12 Comparisons for various dimensions on the basis of gap 71
Chapter-5 Findings Recommendation

5.1 Findings 73
5.2 Recommendations 74
5.3 Conclusion 75
Bibliography 76
Appendix 77
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1.1 Prelude:
Financial development is essential for economic growth and development, and weak financial
systems make countries defenseless to crises. A growing body of empirical literature shows
these relationships. This means that to enhance economic growth, developing countries must
take initiative to increase both the financial depth and diversity of their financial sectors.
Banking sector is one of the most important sectors for the economy of a country. Sometimes
it is called heart of the economy.
Banking is one of the most heavily regulated businesses in the world. Banks are the most
important financial institution in economy. They are the principal source of credit for millions
of individuals and families and for many units of Government. The credit is the kings pin of
trade and commerce and the cause of progress of ceremony as a whole, because without it the
ceremony either stops totally or moves very slowly.
Bank acts as a financial intermediary between actual lenders and actual borrowers. For doing
lending business, a bank has to face lots of uncertainties or risk. In short, banking is a risky
business but profitable also. Actually, the profit or income of the bank directly related to the
loans and advance sector of bank. And this sector has the opportunity to do more diversified
and creative task than other areas or sectors of the bank.
I tried my level best to highlight loans and advance procedure and its evaluation in the
perspective of Meghna Bank Limited which has also fulfilled my thirst to know about the
General Banking.
1.2 Origin of the Report:

The BBA program offered my University is an object oriented discipline that has to focus on
the theoretical and practical aspects of the learning outcome. Consequently, every student of
the program is asked to get involved in practical knowledge to experience the feel of the real
professional responsibilities, which is called internship program. As this is an obligatory part
of the course curriculum I had opportunity to complete my internship Program at the Meghna
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Bank Limited, Madambibir Hat Branch, Chittagong, Bangladesh. This report to a large
extent, reflects on the experience I gained during my internship stay at the Madambibir Hat
Branch of the Meghna Bank Limited.
1.3 Objectives of the Study:
The main objective of this study is to Measuring customers satisfaction about service quality
of MGBL particularly Madambibir Hat Branch. In the light of main objective the specific
objective are as follows.
 To study about the different general banking sections and various products of
MGBL.
 To analyze the customer exception and satisfaction regarding service quality of
General Banking of MGBL.
 To identify the Gaps (in any) & propose some recommendations to overcome these
problems.
1.4 Methodology of the Study:
1.4.1 Collection of Data:
Collection of Primary Data:

 Practical banking work.
 Personal discussions with the officers and executives of MGBL.
 Personal interview with the customers.
Collection of Secondary Data :

Internal Sources:
 Annual Reports of Meghna Bank Limited.
 Other published documents of the bank.
 Bank Prospectus.
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 Meghna Bank Website.
 Daily dairy (containing my activities of practical orientations in MGBL).
External Sources:
 Bangladesh Bank Guidelines.
 Different books and periodicals related to the banking sector.
 Web browsing.
1.4.2 Data Analysis:
I have used ratio analysis, statistical analysis, graph table in order to analysis the data and
make the internship report.
1.5 Scope of the Study:
A Bank has different products, different services and different customers of Madambibir Hat
Branch by 1 years data. Different departments of a Bank perform different activities.
However, scope of the study is limited within a specific area of an organization that is
Meghna Bank Limited, Madambibir Hat Branch, Chittagong. I have studied on the general
banking activities of the MGBL. I showed the deposit performance of MGBL by table
showing and graphical presentation. I have analyzed position of deposit, The DD payable and
P.O issued, Maturity Grouping of Deposit & Other Account, Current Deposit & Other
Account, The interest payment of Deposit. I have studied also productivity and profitability
of MGBL by analyzing Total Assets per employee, Deposit per employee, Return on Equity
Return on Asset, Net Interest Margin.
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1.6 Limitation of the Study:
During the internship program, numerous problems have been encountered for the
accomplishment of the study. This problem may be termed as limitations of the study,
enumerated as follows:
1. The one of the main limitations of the report was to conduct a small scale survey on
clients.
2. Unavailability of sufficient written documents as required for making a comprehensive
study.
3. Lade of depth of knowledge and analytical ability for writing such report.
4. Time period was the other limitation for collecting information, which was only three
months long.
5. Insufficient supply of relevant books and journals.
6. The employees of MGBL are so much busy in their responsible fields, they could
hardly provide little time to discuss with them.
It seems to me that had they been willing to provide necessary up to date information to the
internee, a full fledged and comprehensive report could have been made possible.
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2.1 About Meghna Bank:
A fourth generation Bank, Meghna Bank Limited commenced its operation from May 09,
2013 with a vision of “To be recognized as an essential institution for the unbanked through
zealous participation in financial inclusion process.” Meghna Bank’s Pay-Off line “Together
We Sail” exemplifies our commitment to contribute towards building up an enlightened and
prosperous nation.
2.2 Objective:
To be among the best service provider in the industry by ensuring customer satisfaction
through the application of technology, professionalism and nursing.
2.3 Commitment:
 To be recognized as the ‘Best Quality Bank in Bangladesh.

 To provide a Superior and Consistent Banking Services to all Customers.
 To be a long term partner with all stakeholders particularly customers by creating &
sharing values.
 To be a solid and trusted financial trust mark.
2.4 Values of Meghna Bank Limited:
 Customer Focus.
 Integrity and Honesty.
 Quality.
 Teamwork.
 Respect for the Individual.
 Responsible Citizenship.
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2.5 Company Milestones:
PARTICULARS DATE
Memorandum and Articles of Association signed by the Sponsors. 02 March 2013
Incorporation of the company. 20 March 2013
Certificate of Commencement of Business. 20 March 2013
License issued by Bangladesh Bank. 28 March 2013
Enlistment of Schedule Bank. 03 April 2013
Shifting to Head office. 26 March 2013
Formal launching of the Bank. 21 April 2013
License issued for opening the first Brach-Principal Branch. 08 May 2013
Commencement of Business from the Principal Branch. 09 May 2013
2.6 Corporate Profile of Meghna Bank Limited:

Facts & Figures as on December 31, 2017. (Consolidated Statement of MGBL)
Name of the Company Meghna Bank Limited.
Head Office Suvastu Imam Square (Level-06)

65 Gulshan Avenue, Gulshan-01
Dhaka-1212, Bangladesh.
PABX: +(880 2) 9857251

Fax: +(880 2) 9857124, 9857128
Email: info@meghnabank.com.bd
Type Commercial Bank
Founded 21st April 2013
Banking System Conventional Banking.
Network Total Braches : 47

Total ATMs : 16
Business Centre : 1
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Publication Annual Report
Chittagong Regional Office Delwar Tower, 104 Agrabad, C/A, Chittagong,

Bangladesh.
Auditors Chartered Accountants
Tax Consultants MABS & J Partners Chartered Accountants
Total Manpower 537
Chairman Mr. H.N. Ashequr Rahman M.P
Managing Director & CEO Adil Islam
Authorized Capital Tk. 2000 Crore.
Paid up Capital Tk. 4433 Million
Earnings Per Shre (0.99) (2017) (consolidated)
Statutory Reserves Tk. 458.63 Million.
Other Reserves Tk. 7.68 Million.
Retained Earnings Tk. 277.20 Million
Total Equity Tk. 5176.50 Million
MGBL Website www.meghnabank.com.bd
[Source: Annual Report, 31 December 2017 of MGBL]
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2.7 Organizational Hierarchy of Meghna Bank Limited :
Chairman
Vice Chairman
Director
Managing Director & CEO
Assistant Managing Director
Deputy Managing Director
Senior Executive Vice President
Executive Vice President
Senior Vice President
Vice President
Senior Assistant Vice President
Assistant Vice President
First Assistant Vice President
Senior Principal Officer
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Principal Officer
Senior Officer
Officer
Junior Officer
Assistant Officer
Department of Madam Bibir Hat Branch of Meghna Bank Limited
General General General

Banking Banking Banking
 Accounts  Accounts  Import

Opening  Ledger &  Export
 Remittance Deposit  Foreign
 Clearing  Cash Remittance
 Fixed Deposit
Receipt
2.8 Board of Directors of Meghna Bank Ltd. :
 Mr. H.N. Ashiqur Rahman M.P (Chairman)
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 Mr. Md. Yasin Ali (Vice Chairman)
 Mr. Abdul Alim Khan Selim (Director)
 Mrs. Farah Ahsan (Director)
 Mr. Md. Kamal Uddin (Director)
 Mr. Tanveer Ahmed (Director)
 Mr. Shakhawat Hossain (Director)
 Mr. Alock Kumar Das (Director)
 Mr. Md Ali Azam Khan (Director)
 Alhaj Md. Lokman Hakim (Director)
 Mr. Ashiqur Rahman Lsaker (Director)
 Mrs. Rehena Ashequr Rahman (Director)
 Mr. Md. Mazibur Rahman Khan (Director)
 Mr. Mohammed Mamun Salam (Director)
 Mr. M.A. Maleque (Director)
 Mrs. Nuran Fatema (Director)
 Mr. S.M. Jahangir Alam Manik (Director)
 Mr. Md. Saidur Rahman Sarkar (Director)
 Mr. Md. Nazrul Islam (Director)
 Ms. Uzma Chowdhury (Director)
 Adil Islam (Managing Director & CEO)
2.9 Products and Services of MGBL:
 Savings Deposit Products

 Meghna Scheme Products
 Current Deposit Products
 Meghna Time products
 Meghna Loan Products
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 Meghna SME Products
 Meghna Card
 Meghna Student File
2.9.1 Savings Deposit Products are given below:
(A) Regular Savings Account
MEGHNA REGULAR SAVINGS ACCOUNT facilities you to set aside a portion of your
liquid funds while earning monetary return.
Eligibility :
Any Bangladeshi individual aged 18 years & above can open MEGHNA Regular Savings
Account in individual or joint name.
Features:
 Any branch banking (cash deposit & withdrawal) facility;
 Access to ATM Network(s);
 Half-Yearly Statements to be sent at desired address;
 Bunch of other services available (conditions apply)
Documentation:
 Two copies of recent passport size photograph of the Account Holder(s) duly attested
by the introducer.
 Recent Passport size photograph of the Nominee(s) attested by the Account Holder(s).
 Personal Identification document of Account Holder(s) & Nominee(s):
Photocopy of valid Passport or Photocopy of National ID or Photocopy of valid
Driving License.
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(B) Senior Citizen’s Savings
MEGHNA BANK’S SENIOR CITIZEN’S SAVINGS ACCOUNT has been designed to

empower senior citizens to independently carry out the day-to-day banking transactions with
dignity and confidence. These senior citizen benefits are exclusively for customers above 50
years of age.
Eligibility:
Any resident individual (sole or joint) who is over 50 years old is eligible to open a Senior
Citizens Account. In the case of a joint account, the first applicant has to be a senior citizen.
Features:
 Any branch banking (cash deposit & withdrawal) facility;
 Access to ATM Network(s);
 E-statement delivery.
 Cost-free first Cheque Book (personalized);
 Various Bank Certificates (cost free);
 Standing Instructions & Fund Transfers;
 No half-yearly Ledger Fee.
Special Services/ Features
 Designated Senior Citizen’s Desk at MEGHNA Bank branches.

 Overdraft against Term Deposits.
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 Special Senior Citizen ATM/Debit Card (when available)
(C) Meghna SND Account
MEGHNA SHORT NOTICE DEPOSIT ACCOUNT (SND ACCOUNT) is a

transactional account which facilities carrying out business transactions of large amount.
Frequency of deposits & withdraws is unlimited (with short notice) but restricted to the
transaction profile declared by customer.
(D) Young Star’s Account
YOUNG STAR’S ACCOUNT is an interest-bearing savings account exclusively tailored for

high school students, between age group of 10-18 years, Providing technology enabled
Service through automated channels and with minimum physical branch access. It makes
banking a pleasure and teaches a child to manage his/her personal finances through a savings
account.
Eligibility:
Any school student (Bangladeshi male/female) between the age group of 10-18 years can
open this account.
(E) Meghna Salary Account

MEHGNA SALARY ACCOUNT is a benefit-rich payroll account basically a value packed
savings account -for Employers and Employees. Organizations having large number of
employee in their payroll can opt for Meghna Salary Accounts to enable easy disbursements
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of salaries and enjoy numerous other benefits. A satisfactory account relationship with
MEGHNA Bank.
(F) Sreyoshi Savings Account
MEGHNA BANK SREYOSHI SAVINGS ACCOUNT (Special Savings Account for

Women) enables today’s independent women to enjoy hassle-free banking services which is
bundled with special benefits for women customers.
Eligibility:
Any Bangladeshi Woman (individual) aged 18 years & above can open Sreyoshi Savings
Account in individual or joint names.
2.9.2 Meghna Scheme Products:
(A) Deposit Pension Scheme
MEGHNA Deposit Scheme (DPS) is a special savings plan which allows deposits on equated
monthly installment (EMI) basis and receive a handsome amount (Principal + interest) at
maturity.
(B) Meghna Child Eduplan
MEGHNA Child Eduplan (MCE) is a special savings plan that allows you to save on monthly
installment basis in order to secure your child’s future education expense.
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(C) Monthly Income Scheme
MEGHNA Monthly Income Scheme (MIS) is a special deposit scheme which allows interest
income on monthly basis and refund the MIS Principal Amount at maturity.
(D) Money Multiplier Scheme
Money Multiplier Scheme (MMS) is a lucrative fixed deposit scheme that makes your deposit
grow by folds over a certain period of time.
2.9.3 Current Deposit Products:
(A) Regular Current Account

MEGHNA Regular current account is a transactional account which is a transactional account
which facilities carrying out day-to-day business transactions.
Eligibility
 Individual(s)- sole or joint account- aged 18 years & above.
 Proprietorship Firms
 Partnership Firms
 Companies Registered under Register of joint Stock Companies.
 Clubs/Societies/NGOs/Charitable Organizations etc.
Availability
 All Meghna Bank Branches across Bangladesh.
Minimum Monthly Average Balance
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 BDT 10,000.00 for metro/urban branches.
 BDT 5,000.00 for semi-urban/rural branches.
2.9.4 Meghna Time Deposit
(A) Meghna Fixed Deposit
Meghna Regular Fixed Deposit (FDR) is a lucrative savings scheme of fixed nature that
makes deposit grow over a certain period of time.
(B) Meghna Bank Gift Cheque
Designed as the perfect solution for every gifting occasion for you, the MEGHNA Bank Gift
Cheque takes the hassle out of finding the right gift by letting out of receiver choose exactly
what he/she wants.
2.9.5 Meghna Loan Products:
(A) Meghna Personal Loan
Meghna Personal Loan is designed to meet any of your legitimate expenditure. This loan is
basically unsecured in nature and is backed by Personal Guarantee from an eligible
Guarantor.
(B) Meghna Home Loan
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Meghna Home Loan (MGHL) is designed to materialize the dream of purchasing an
apartment, residential house/building etc. This loan can also be utilized for home renovation,
extension, construction etc.
(C) Meghna Apon Aloy
Meghna Apon Aloy- Meghna Bank Home Loan for Semi-Urban & Rural areas- is an EMI
based terminating loan facility intended for financing purchase, constructions &
renovation/extension of single story tin-roof/tally-roof and brick-walled residential house.
(D) Meghna Car Loan
Meghna Car Loan is an EMI based terminating loan facility intended for financing purchase
of brand new or re-conditioned but unregistered automobiles i.e. Sedan, Station Wagon,
SUV, Microbus etc. for personal use only.
(E) Meghna Express Loan
Meghna Express Loan is a secured loan (EMI based)/overdraft which is allowed against cash
securities.
(F) Meghna Doctor’s Loan
Meghna Doctor’s Loan is an EMI based terminating loan facility intended for Doctors only
(Registered Physicians/Surgeons/Dentists/Medical Parctitioners, Specialists in any Medical
Field).
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(G) Personal Loan for Professionals
Personal Loan for Professionals is an EMI based terminating loan facility intended for select
salaried professional groups only to support their personal finance requirements.
2.9.6 Meghna SME Products:
(A) Meghna Nabarupa
Meghna Nabarupa is envisaged to facilitate finance to women Enterpreneurs having good

business performance as well as to finance potential Women Enterpreneurs.
(B) Mghna Moushumi Rin
Meghna Moushumi Rin is a secured/unsecured Time (Demand) Loan facility (payment

within maturity) to meet working capital requirement of Small Enterprise during special
occasions.
2.9.7 Meghna Debit Card
MGBL Proprietary ‘Debit Card’ is a plastic payment card and that enables MGBL clients to
electronically & remotely access anytime & anywhere to their transactional account (s)
maintained with any MGBL Branch in order to withdraw cash or make cashless purchases of
goods and services.
2.9.10 Meghna Bank Student File

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Meghna Bank provides support to the prospective students by processing their students files
and remitting funds in respective foreign currencies and food.
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The operational procedures of general banking of MGBL are classified by some sections
which are given and descried in below:
3.1 Account Opening Sections:
Major Functions:
 To open Account
 To perform Promotional Activity.
 To Issue Check & Deposit Book
 To show the statement of different accounts
 To provide necessary information to the clients.
 Issuance of pay orders
 Account closed.
 Providing Balance loan confirmation.
Types of Account of MGBL

 Current Account
 Savings Account
 Fixed Deposit Account
 STD (Short Time Deposit)
 SOD (Secured Overdraft)
 CD/ A/C (Current Deposit)
 D.P.S
Special Scheme:
 MIS
 DPS
 Student Account
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 Young Star’s Account
 Sreyoshi Savings Account.
Procedure to open an Account:
For opening an account, at first the prospective account holder will apply for opening an
account by filling up account opening form. Account form consists of name of the branch,
types of account, name of the applicant(s), present address, permanent address, passport
number (if any), date of birth, nationality, occupation, nominee(s), special instructions (if
any), initial deposit, specimen signature(s) of the applicant(s), introducer’s information etc.
The prospective customer should be properly introduced by followings:

1. An existing customer of the bank.
2. Officials of the bank not below the rank of Assistant Officer.
3. A respectable person of the locality who is well known to the manager or authorized
officer.
 Two copies of passport size photograph duly attested by the introducer.
 Signature of the prospective account holder in the account opening form and on the
specimen signature card duly attested by the introducer.
 Then the concerned authority will allocate a number for the new account.
 The customer than deposit the - initial deposit // by filling up a deposit slips. Initial
deposit to open a current account in MGBL is Tk. 10000.00 and saving account is Tk.
5000.00.
 In the School Banking Account Opening Amount Tk. 100
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Activities & papers necessary for opening an account:
A. Joint Account:
If the account is a joint account ,then the joint holder should submit a declaration and
operational instructions of the account along with their signature. The declaration is:
“Any balance to the credit of the account is and shall be owned by us as joint depositors. Any
liability whatsoever incurred in respect of this account shall be joint and several.”
B. Partnership firm:
The following documents have to be submitted for preparing an account of a partnership firm:
1. Partnership deed.
(a) If the partnership firm is a registered one, then one copy of registration forms.
(b) If not, then a copy of certificate from the notary public.
C. Limited Company:
For the opening of an account of a limited company, following documents have to be

submitted:
 A copy of resolution of the company that the company decided to open an account in
the MGBL.
 Certified true copy of the Memorandum & Articles of Association and return along
with a duly certified Photocopy for Bank’s records.
 Certificate from the Register of Joint Stock Companies that the company is entitled to
commence business (in case of Public Ltd. Co. for inspection and return) along with a
duly certified photocopy of Bank’s records.
 Latest photocopy of balance sheet.
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 Extract of Resolution of the Board/General Meeting of the company for opening the
account and authorization for its operation duly certified by Chairman/Managing
Director of the Company.
 List of Directors with address (a latest certified copy of From-XII).
C. Club/Society:
Following documents have to be obtained in case of the account of the club or society:
a) Up to date list of office bearers.
b) Certified copy of Resolution for opening and operation of account.
c) Certified copy of By-law and Regulations/Constitution.
d) Copy of Government Approval (if registered)
E. Cooperative Society:
Following documents have to be obtained in case of the account of Cooperative Society:
a) Copy of by law duly certified by the Co-operative Officer.
b) Up to date list of office bearers.
c) Resolution of the Executive Committee as regard of the account.
d) Certified copy of Certificate of Registration issued by the register, Co-operative
societies.
F. Non-Govt. College/School/Madrasha/Muktab:
Following documents have to be obtained in case of the account of non-govt.

college/school/madrasha/muktab:
a) Up to date list of Governing Body/Managing Committee.
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b) Copy of Resolution of the Governing Body/Managing Committee authorizing opening
and operation of the account duly certified by Gazetted Officer.
G. Trustee Board:
a) Following documents have to be obtained in case of the account of Trustee Board.

b) Prior approval of the Head Office of MGBL.
c) Certified copy of Deed of Trust, up to date list of members of the Trustee board and
certified copy of the Resolution of Trustee Board to open and operate the account.
H. Minor’s Account:
Following documents have to be obtained in case of the account of minor.

a) Putting the word-MINOR// after the title of the account.
b) Recording of the special instructions of operation of the account.
c) The AOF is to be filled in and signed by either the parents or the legal guardian
appointed by court of law and not by the minor.
P a g e | 33
INTEREST RATE ON DEPOSIT
Products Interest Rate

Savings Deposit 4.00%
SND (Special Notice Deposit)
Up to 1,00,000,00 4.50%
1,00,00,001 to 25,00,00,000 5.00%
25,00,00,001 to 50,00,00,000 5.50%
50,00,00,0001 to 100,00,00,000 5.75%
Above 100,00,00,000 6.00%
Meghna Supreme (Interest Bearing High Value Checking Account)

Below 2.00 Crore 0.00%
2.00 Crore and Above 6.00%
Fixed Deposit (Time Deposits)
1 (One) month 3.00%
3 (Three) month
6 (Six) month
1 (One) Year
3.2 Remittance Section
Function of remittance Section:

a) Telegraphic Transfer
b) Demand Draft issue
c) Saving Certificate Issue (Sanchaypatra Issue)
d) Par Order
P a g e | 34
Telegraphic Transfer:
It is an order from the issuing branch to the drawee bank/branch for payment of a certain sum
of money to the beneficiary. The payment instruction is sent by telex and funds are paid to the
beneficiary through maintained with the drawee branch or through a pay order if no account
is maintained with the drawee branch.
Product of issuing TT:

Following Procedures are followed while issuing of TT:
a) The applicant fills up the relevant parts of the prescribed form in triplicate, duly signed
the same and gives it to the GB.
b) GB will fill up the commission part for bank’s use and request the applicant to deposit
necessary cash or cheque at the cash booth.
c) The first copy of the applicant form will be treated as Debit Ticket while the second
copy will be treated as Credit Ticket. The third copy will be handed over to the
applicant as customer’s copy.
d) GB will prepare telex in appropriate form, sign it and it to the client’s account is
debited for the message.
e) GB will prepare necessary advice. Debit advice is sent to the client if client’s account
is debited for the amount of T.T.
f) T.T confirmation Advice is sent to the drawee branch.
g) Credit Ticket (second copy of the application form) is used to credit the MGBL
general account.
Accounting Treatment:
For telegraphic transfer, MGBL gives the following entries..
Client’s Account Dr.
MGBL General Account Cr.
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Telex Account Cr.
Commission Account Cr.
Payment of T.T
On receipt of T.T the drawee branch passes payment instructions the following entries if the
T.T is found to be correct on verification of the Test nuber-
a) MGBL General Account Dr.
Dad Account- TT payable Cr.
b) Dad Account- TT payable Dr.
Client’s Account/Pay order Cr.
In case the beneficiary does not maintain any account with the drawee branch a pay order will
be issued in favor of the payee and sent to his banker/local address as the case may be.
Every branch maintains a prescribed T.T payable Register. All the particulars off T.T are to
be properly recorded in this register duly authenticated. A separate Type of T.T confirmation
advice sent to the drawee branch on the same day. On receipt of T.T confirmation advice the
particulars already recorded in the T.T payable register.
Demand Draft (DD) Issue:

Sometimes customers use demand draft for the transfer of money from one place to another.
For getting a demand draft, customer has to fill up an application form. The form contains
date, name and address of the applicant, signature of the applicant, cheque number (if cheque
is given for issuing the DD), draft number, name of the payee, name of the branch on which
the DD will be drawn and the amount of the DD. The form will be duly signed by the
applicant and by the authorized officer. MGBL charges 15% commission on the face value of
DD as service charge.
Process of issuing Local Draft:

P a g e | 36
Following procedures are followed while issuing local draft-
a. Get the application form properly filled up and signed by the applicant.
b. Complete the lower portion of the form for the bank’s use.
c. Calculate the total amount including the bank’s commission.
d. If the cheque is presented for of the local draft, the officer should get the cheque
duly passed for payment by the authorized person and record the particulars of local
draft on the back of the cheque.
e. If the client wants to debit his account for the payment of the draft amount, the
officer should get the account holder’s signature verified properly, from signature card
on record of the branch and debit clients account for the total amount including
commission.
f. The first copy of the application form will be treated as Debit Ticket while the
second copy will be treated as Credit Ticket and kept by the GB. The third copy is
handed over to the applicant as customer’s copy.
The GB Department maintains a prescribed L.D. Issue Register. All the required
particulars of LDs issued by MGBL should be entered in that register duly
authenticated.
Issue of Duplicate Draft:

Before issuing duplicate L.D the branch should observe the followings-
a. Verify the purchaser’s signature on the request letter from the signature appearing
on the original application form.
b. Immediately issue a stop payment instruction to the drawee branch under advice of
head office and obtain confirmation of non-payment the L.D in acquisition.
c. After the drawee branch has acknowledged stop payment order and confirmed that
the local draft in acquisition remains unpaid at their end, the issuing branch should
P a g e | 37
obtain an Indemnity Bond on stamp paper as per prescribed format from the purchase
duly signed by him. The branch will thereafter write to head office for their approval
to issue a duplicate draft.
d. The head office on receipt of the request from the issuing branch will immediately
issue a caution circular to all the branches regarding the lost of the local draft asking
them to record stop payment.
e. The head office will thereafter issue clearance to the issuing branch for issuing for
issuing a duplicate draft in lieu of original reported lost.
f. On receipt of the clearance from head office, the issuing branch will issue a
completely fresh marking clearly the words duplicate issued in lieu of original draft
no................dated................in bold letters on the top of the front page of the draft. The
printed serial number on the draft should not however be struck off. Intimation should
be given to the drawee branch furnishing full particulars of the duplicate draft.
g. The particulars of the duplicate draft must resemble those of the original draft in all
respects, i.e, all the particulars to the duplicate draft must be identical with those in
the original draft. No further IBCA is to be issued for the duplicate draft.
h. Prescribed duplicate issuance charge is to be recovered for issuing the duplicate
draft and credited- Income Account.
Cancellation of Local Draft:

The followings are followed while canceling a L.D-
a. The purchase should submit a written request for cancellation of the L.D attaching
therewith the original L.D,
b. The signature of the purchase will have to be verified from the original application
form.
c. Managers prior permission is to be obtained before refunding the amount of draft.
P a g e | 38
d. Cancellation charge is to be recovered from the applicant and only the amount of the
draft less cancellation charge should be refunded. Commission charge, posted charge
etc. recovered for issuing the L.D. should not be refunded.
e. The original entries are to be reversed giving proper narration. An IBDA for the
cancelled L.D. should be issued on the drawee branch.
f. Cancellation of L.D should also be recorded in the L.D. Issue Register.
Payment of L.D:
While payment of L.D MGBL performs the following functions:
a. On receipt of Credit Advice (IBCA) from the issuing branch the following entries
are to be passed-
MGBL General Account Dr.

Dad Account Cr.
b. When L.D is presented for payment at the paying branch, its details are to be
carefully examined with reference to the following points-
1. Whether the draft is drawn on the Local Office.
2. Whether the draft is crossed or not. Amount of crossed draft is not paid in cash to
the payee but to be paid to his account with a bank.
3. Draft must have to be signed by two authorized officers of the issuing branch. Their
signature are to be verified from the specimen signature book for being sure that draft
that the draft is genuine. The verifier should put his initial.
4. Endorsement on the back of the draft must be regular in case the draft is presented
through clearing.
5. The amount of the draft should not exceed the amount written in red link at the top
of the draft.
6. The payee is to be properly identified in case of cash payment.
P a g e | 39
7. The particulars of the draft i.e the draft number, date, amount and the name of payee
should be verified from the L.D payable Register.
8. In case of payment, the draft should be cancelled with red ink. The date of payment
should be recorded in the L.D payable register.
While payment:
Dad- L.D payable amount Dr.
Client’s Account Cr.
An IBCA should be sent with this.
Stop payment of Local Draft:

The payee of purchase of the draft cannot give stop payment instruction to drawee branch. If
the paying branch receives a request from the purchaser of the draft for stopping payment of
the draft, it will ask the purchaser to approach the issuing branch about the purpose. The
paying branch should however exercise necessary precaution in this regard. Only the issuing
branch can issue instruction for stop payment of the draft under special circumstances.
Saving Certificate:
MGBL sales shanchaya patra as its ancillary services rendered to customers on behalf of
govt. Through Bangladesh bank Jation Shanchay Bureau guided by Bangladesh Bank issues
Shanchaya patra.
Pay Order:
For issuing a pay order, the client is to submit an application to GB in the prescribed form.
This form should be properly filled up and signed. The procedure of the issuing pay order is
similar to that of the Local draft.
P a g e | 40
For issuing pay order MGBL charges commission on the following rate
 For Tk. less than 1,00,000, the commission is Tk. 58
 For Tk. more than 1,00,000 the commission is Tk. 115.
Payment of Pay order:

The pay order is presented to the bank either through clearance or for credit to the client’s
account. While payment, relative entry is given in the pay order with the date of payment.
Cancellation of pay order:

The following procedure should be followed for the cancellation of the pay order:
a. The client should submit a written request for cancelling the pay order attaching therewith
the original pay order.
b. The signature of the purchaser will have to be verified from the original application form.
c. Manager’s prior permission is to be obtained before refunding the amount of the pay order.
d. cancellation charge is to be recovered from the applicant and only the amount of the pay
order less cancellation charge should be refunded. Commission recorded for issuing of the
original pay order should not be refunded.
e. Then the officer should write, - Cancelled // on the pay order.

f. The original entries should be reversed with narration.
g. Cancellation of the pay order should also be recorded in the register.
While issuing pay order MGBL gives the following entries---
Client’s Account Dr.
Pay order Cr.
Commission Cr.
P a g e | 41
3.3 Online Branch Banking Section:
The bank has set up a Wide Area Network (WAN) across the country to provide Online
Branch Banking facility to its valued clients. Under the scheme, clients of any branch shall be
able to do banking transaction at other branches of the bank.
Under this system a client will be able to do following type of transactions:

 Cash withdrawal from his/her account at any branch of the Bank irrespective of
location.
 Cash deposit in his/her account at any branch of the Bank irrespective location.
 Cash deposit in others account at any branch of the Bank irrespective location.
 Transfer of money from his/her account with any branch of the Bank.
 Any amount can be deposited or transferred under MGBL line. In the system, however
at present there is a limit for cash withdrawal through bearer or by account holder
himself.
3.4 Clearing Section:
According to the Article 37(2) of Bangladesh Bank order, 1972, the banks, which are the
member of clearinghouse, are called as scheduled banks. The scheduled banks clear the check
drawn upon another through the clearinghouse. This is an arrangement by central bank where
everyday the representative of the member banks gathers to clear the house. Banks for credit
of the proceeds to the customer’s accounts accept check and other similar instruments. The
bank receives many such instruments during the day from account holders. Many of these
instruments are drawn payable at other banks. If they were to be presented at the drawee
P a g e | 42
banks to collect the proceeds, it would be necessary to employ many messengers for the
purpose. Similarly, there would be many check drawn on this the messengers of others banks
would present bank and then at counter. The whole process of collection and payment would
involve considerable labor, risk and expenditure.
Clearing:
As far as safety is concerned get crossed cheque the transaction. As we know crossed cheque
cannot be encased from the counter, rather it has to be collected through banking channel i.e
clearing. For example, a client of MGBL received a cheque of another bank, which is located
within the clearing range, deposit the cheque in his account at MGBL. Now MGBL will
credit his account and collect it. Though the amount is credited in the customers account but
he will not get the money until the cheque is honored.
Types of Clearing:
1. Outward Clearing:
Outward Clearing means 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.
2. Inward Clearing:
P a g e | 43
When a particular branch receives instruments, which on them and sent by other member
bank for collections are treated as in ward clearing.
Clearing House
Clearing House is a place in the Central Bank Where different banks came to settle their
interrelated liabilities.
Clearing House System

The mechanism of working at a clearing house in general is as follows
a) An officer, in charge of clearinghouse, goes to the clearinghouse in the morning with
the cheques and their list. He delivers the cheques to the officials of the respective
banks. Similarly, he also receives the cheques drawn on his Bank from the officials of
the other banks.
b) The official of each bank computerizes the final balance, payable or receivable by his
Bank after taking into account the various amount of receipt and payment.
c) The official return of their respective Bank to meet again in the afternoon to return any
dishonored instruments to the Officials of the respective Banks.
d) The final settlement is effective by the supervisor of the clearinghouse by debiting to
the officials of the respective Banks as maintained with the clearinghouse.
e) Every Bank of the locality, which is a member of the clearinghouse, prepares a Bank-
wish list of cheques after receive from customers and drawn on different Banks of the
locality.
Activities of the Section:

a) Preparation of clearing Outward and Inward Lodgment and record maintenance of the
same.
b) Batch posting as and when required. On receipt of instruments, the same is endorsed
here. Then clearing section will sent IBDA to head office for clearing purpose and on
P a g e | 44
receipt of IBCA from Head Office amount is credited to customers account and vice
versa. If he instrument is return then the same is given back to the customer.
Accounts Entries:
For inward instruments:
Customer A/C.....................Debit
MGBL General A/C...............Credit
In case of return:
MGBL General A/C............... Debit
Customer A/C..................... Credit
For Outward instruments:

MGBL General A/C............... Debit
Customer A/C..................... Credit
In case of return:
Customer A/C.....................Debit
MGBL General A/C...............Credit
 The instrument is sent to clearing for collection.

An IBC is dispatched in this regard.
If dishonored > in this case the instrument is returned to the collecting branch along
with return Memo indicating the cause of dishonored.
3.5 Accounts Department :

Introduction:
Accounts division is the center of a bank. As all transaction carried by a bank is being
legalized as far as accounting is concerned. If transaction were not recorded properly there
would be dis-equilibrium in state of the bank. There can be imbalance in the cashbook thus
the whole mechanism will collapse.
P a g e | 45
The regular tasks of department are:
 To record are transaction in the cashbook.
 To prepare daily fund position, weekly position, periodic statement of affairs.
 Prepare necessary statements for reporting purpose.
 To pay all expending on behalf of the branch.
 Make salary statement and pay salary.
 Branch to branch fund remittance and supporting accounting treatment.
 Prepare statement for customer.
 Publishing basic data of the branch etc.
General Practices of an Accounts Department:
Scrutinizing Vouchers:
At the day end all vouchers are sent to the accounts department by the respective department
from where vouchers are originated. On the next day an activity report is received from
computer department. The activity report is the details statement of all the transaction carried
by the branch of a particular date. It is the summary of all account position.. It also displays
cash, clearing, transfer position, individual deposit account position etc.
Provisioning:
Account department make provision for different deposit accounts. Provisioning means
keeping the record of expense, which has been occurred by non-cash way. This department
also made depreciation of assets that is one kind of non-cash expense.
3.6 CASH SECTION:
There are various systems maintain by cash officer that is under :

 Vault
 Cash Payment
 Cash Receive
 Transaction after banking hour.
P a g e | 46
The cash department is the riskiest department of the bank. This is the section where tight
security is required to avoid any accident. There is a limit to be amount of cash that each
counter can carry; carrying of excess cash is avoided for safety reason.
Cash Receipt:
When client deposit is the bank, the bank officer on receipt of the cash and the pay in
slip/credit voucher shall:
 Cheek and count the received cash.
 Make sure that amount in word and number in the deposit slip are same.
 Check the account title and the number.
 Both the deposit slip is in order.
 Depositor’s signature is in the slip.
 Receive seal in the slip is a must.
 Write the domination of the currency at the back of the pay in slip or the credit
voucher and affix stamp in the slip voucher.
 Enter particulars of in slip/credit voucher in the receiving cash officer book.
 At last, send the pay in slip/voucher to the deposit department or to the respective
department.
 The respective officer must sing deposit slip.
 Carbon copy of the deposit slip must be handover to the client with proper seal and
signature.
Cash Payment:
Cheques, demand drafts, pay orders, pay slips and debit cash voucher etc. are received from
various departments for payment of cash to customers/payees. Prior payment of cash it is the
officer’s duty to make sure that the cheque/or the instrument has been genuinely passed. The
follow common precaution is thoroughly practiced before honoring a cheque:
 Check of it is an open or crossed check.

 The branch name in the cheque.
 The date in cheque is very crucial. Cheques are normally valid six month and pre-
dated cheques are asked to present after the date given.
 Tk in words and figure if the cheque is same.
P a g e | 47
 Balance in the account is available.
 The apparent tenor of the cheque. Whether any figure, date or anything has been
altered in the cheque presented. If any, then the respective officer must check whether
the client is making his signature for alteration or not.
 The specimen card signature and signature in the cheque should match.
 Signature of receipt is obtained on the reverse of cheque.
 In case, where a prior arrangement has been made with the bank, a client may
overdraw against a cheque.
Books maintained by cash department:
Vault Register:
This book where amount of cash available in the branch is maintained. That is, the amount in
the vault register book.
Cash Received Register:

This Register keeps record of all incoming cash.
Cash Payment Register:

Similar to the cash register book, this book keeps tracks of all outgoing cash that is all
payments.
Daily Cash Balance Register:
This is the book where cash balance is recorded by counting the notes and coins that are
physically available. The balance in this book is compare with the vault register, which
should be the same. In case there is an error, then the figures would not match but if no
discrepancy is found then anything is to be worried about.
Mail Receive and Dispatch Section:
Banking is the business of correspondence. Lot of mail comes to the bank and dispatch from
the branch daily. Lot of mail document causes much loss for bank. That is why bank has to
record all mail received and dispatch through the bank.
P a g e | 48
Mail receiving:
All mail comes to the bank recorded in the desk. For this reason a register book maintained
called in ward mail register. A number is given on receiving mail and record particulars of
document in the register book.
Mail dispatching:
Before dispatching mail from the bank must record in outward mail register. A number is
given on the mail. Destinations, date of dispatch are recorded in that register.
P a g e | 49
4.1 Evaluating Service Quality:
Service quality in banks has been subject to extensive research since long and remains a topic
of research priority in the banking sector due primarily to its apparent association with costs,
financial performance, customer satisfaction and customer retention. The study was
conducted to examine the service quality Satisfactions of customers in the city. A total of 50
respondents were surveyed using the universally accepted SERVQUAL model in which 23
quality measurement parameters are used under the five dimensions of service quality scored
P a g e | 50
the highest ratings while the Tangible dimension got the lowest score. Moreover, the study
found a strong dissimilarity in service quality Satisfactions between customers of banks.
4.1.1 Service:
A commercial enterprise that provides work performed in an expert manner by an individual
or team for the benefit of its customer’s. The typical service business provides intangible
products such as accounting, banking, consulting, cleaning, landscaping, education,
insurance, treatment and transportation services.
4.1.2 Service Quality:

Every customer has an ideal expectation of the service they want to receive when they go to a
restaurant or store. Service quality measures how well a service is delivered compared to
customer expectations. Businesses that meet or exceed expectations are considered to have
high service quality. Let’s say you go to a fast food restaurant for dinner, where you can
reasonably expect to receive your food within five minutes of ordering. After you get your
drink any find a table, your order is called, minutes earlier than you had expected! You would
probably consider this to be high service quality. There are five dimensions that customers
consider when assessing service quality. Let’s dimensions in a little detail.
4.1.3 Tangibles:
One dimension of service quality has to do with the tangibles of the service. Tangible are the
physical features of the service being provided, such as the appearance of the building,
cleanliness of the facilities and appearance of the personnel. Going to a restaurant and finding
that your table and silverware are dirty would negatively impact your assessment of the
service quality. On the other hand, walking into a beautifully decorated, clean restaurant with
impeccably wait staff would positively affect your opinion of the service.
P a g e | 51
4.1.4 Reliability:
Another dimension of service quality is the reliability of the service. Reliability refers to the
ability to provide the service as it was promised on a regular basis. It is very important that
businesses are able to fulfill the service that they advertise. For example, if you own a pizza
restaurant and promise to deliver a pizza within 30 minutes, you must consistently provide
that service in order to meet your customer’s expectations and be considered a reliable
business.
4.1.5 Responsiveness:
Responsiveness, or responding to customers in a timely manner, is another dimension that

affects service quality. It is very important that businesses are prepared to respond to
customers quickly. For example, if a customer calls a store with a complaint about a product
they purchased, they shouldn’t be left on hold for an hour before being connected to a
manager. The call should be taken promptly and with a sense of urgency.
4.1.6 Assurance:
Another dimension that plays role in service quality is assurance. Customers have to able to
trust that service providers are knowledgeable about the service they are providing. Let’s say
you go to a wine bar to try some different wines, but when you ask your server some
questions about the wines being served, they don’t know any of the answers. It’s reasonable
to expect that the staff would have some knowledge about wines, so if they didn’t this would
definitely have an impact on your view of the service quality.
4.2 Keywords:
SERVQUAL model: This model is based on 5 parameters that’s are Tangibility, Reliability,
Assurance, Responsiveness and Empathy.
4.3 Demography of the Respondent:
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To meet up our objectives, 50 respondents have chosen, On the basis of this survey I tried to
know the satisfaction of the customer of MGBL.
4.3.1 Respondent Profile:
Table: 4.3.1 Gender of the Respondent

Gender No of Respondent Percentage
Male 43 86%
Female 7 14%
Total 50 100%
Data Source: Field Survey.
14%
Gender of respondent
Data Source: Table 4.3.1.
Analysis: According to this table
86%
we can say that most of the
customers are male that means
86% customer male where as
minimum customer are female that means only 14% customer are female.
4.3.2 Occupation of the Respondent:
MGBL Bank has many clients. Every person’s occupations are different. That’s why the
question was asked to identify different occupation of the respondent.
Table: 4.3.2 Occupation of the Respondent:

Occupation No of Respondent Percentage
Business 29 58%
Service Holder 11 22%
House Wife 4 8%
Student 2 4%
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Others 4 8%
Total 50 100%
Data Source: Field Work Survey.
22% 4%
8% 8%
58%
Occupation of respondent
Data Source: Table 4.3.2
Analysis: Table 1.2 Shows that out of 50 respondent Maximum customers are Businessman
that means 58% customers are business man. Whereas minimum customers are students that
means only 4% customers are students. 22% customers are service holder and 8% customers
are housewife. And the remaining 8% are others occupation.
4.3.3 Accounts duration/Year :

It means that duration of the accounts. The question was asked to identify duration of the
account of the customer.
Table-4.3.3 Accounts duration/Year:
Year/Duration No of respondent Percentage

Last than one Year 14 28%
One Year to Less than two Year 20 40%
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More than two year 16 32%
Total 50 100%
Data Source: Field Survey
25%
66%
9%
Account duration /Year
Analysis: Table 1.3 shows that out of 50 customer maximum customer have account for one
year to less than two year that means 40% customers have account for one year to less than
two year. Where as 28% customers have account for less than one year. The rest of the 32%
customers have account for more than two year.
4.3.4 Different types of Accounts :
It means that the accounts are not similar one with another. The question was asked to
identify which account the have of the Bank.
Table-4.3.4 Different types of Accounts:
Types of Account No of respondent Percentage

Current Account 18 36%
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Savings Account 15 30%
Fixed Deposit 6 12%
Others 11 22%
Total 50 100%
Data Source: Field Survey
36%
30%
22%
12%
Current Account Savings Account Fixed Deposit Others
Analysis: Table 1.4 shows that out of 50 customer’s maximum customers have current
account that means 36% customers have current account. Whereas minimum customers have
fixed deposit account that means only 12% customers have fixed deposit account in this bank.
30% customer have savings account and remain 22% customer have other.
4.4 Tangibility:
Table: 4.4.1 Consumer Satisfaction on Tangibility
Strongly
Disagree Fair Agree Strongly
Question Disagree Total Avg.
(02) (03) (04) Agree (05)
(01)
P a g e | 56
MGBL has modern 0 5 20 15 10 50
equipment 3.60
Point of Answer 0 10 60 60 50 180
MGBL materials visually 0 10 15 15 10 50
appealing 3.50
Point of answer 0 20 45 60 50 175
Employees are well 0 5 20 10 15 50
3.70
Dressed
Point of answer 0 10 60 40 75 185
Adequate seating 5 10 15 10 10 50
arrangement provided 3.20
Point of answer 5 20 45 40 20 160
Date Source: Field Survey
3.5
2.5
1.5
0.5
0
Equipment Materials Wess Dress Seating
P a g e | 57
Analysis: To study the quality Satisfaction of customers on the tangibles, 4 parameters, as

shown in table 1, are used. The study revealed that the influence of employees are well
dressed is more in quality Satisfaction (mean=3.7) followed by has modern equipment,
materials usually appealing and adequate seating arrangement (mean=3.20).
Table: 4.4.2 MGBL Expectations on Tangibility.
Strongly
(02) (03) (04) Agree (05)
(01)
MGBL has modern 0 5 15 25 15 50

equipment 4.60
Point of Answer 0 10 45 100 75 230
MGBL materials visually 0 5 15 20 10 50
appealing 4.30
Point of answer 0 10 75 80 50 215
Employees are well 0 0 15 20 15 50
Dressed 4.00
Point of answer 0 0 45 80 75 200
Adequate seating 0 5 15 25 5 50
arrangement provided 4.10
Point of answer 0 10 45 100 50 205
P a g e | 58
5
4.5
3.5
2.5
1.5
0.5
0
Analysis: To study the quality expectation of customers on the tangibles, 4 parameters, as

shown in table 2, are used. The study revealed that the influence of modern equipment is
more in quality Satisfaction (mean=4.) followed by has modern equipment, materials visually
appealing and employees well dressed (mean=4.00).
Table: 4.4.3 Gap Score between Expectations & Satisfaction on Tangibility:

Tangibility Expectation Satisfactio Gap Score Average for
(E) n (E-P) Dimension
(P)
MGBL has modern equipment 4.60 3.60 1.00
MGBL materials visually appealing 4.30 3.50 0.80
0.75
Employees are well dressed 4.00 3.70 0.30
Adequate seating arrangement provided 4.10 3.20 0.90
P a g e | 59
1.2
0.8
0.6
0.4
0.2
0
Analysis: The result of the Gap source between Expectation and Satisfaction, Equipment gap
1.00, materials 0.80, well dress 0.30, seating 0.90, average for dimension 0.75.
By analyzing the above table on customer exception and Satisfaction it is revealed that there
is large service quality gap existing regarding modern equipment followed by seating
arrangement, visually appealing and well dressed.
4.5 Reliability:
The reliability dimension of service quality is an important service dimension as it provides
an insight as to the ability of an organization to perform promised service dependably and
accurately from the customer’s point of view. To access the precipitation of the respondents
in so far as the reliability is concerned 4 parameters are used table 4 of the total parameters
considered under the dimension.
Table: 4.5.1 Consumer Satisfaction on Reliability:
P a g e | 60
Strongly
(02) (03) (04) Agree (05)
(01)
Employee show sincere 0 5 15 20 10 50

interest in solving
problems 3.70
Point of Answer 0 10 45 80 20 185
Employee performed task 5 5 20 15 5 50
within the time framework 3.20
Point of answer 5 10 60 60 25 160
MGBL has good 0 0 15 20 15 50
reputation. 4.00
MGBL is progressing well 0 0 20 20 10 50
3.80
4.5
3.5
2.5
1.5
0.5
0
Solving Problems Employee Performed Good Reputation Progressing

P a g e | 61
Analysis: To study the quality Satisfaction of customers on the reliability, 4 parameters, as
shown in table 4, are used. The study revealed that the influence of MGBL good reputation is
more in quality Satisfaction (mean=4.00) followed by has solving problems, progressing well
and employee performed (mean=3.20).
Table: 4.5.2 MGBL Expectation on Reliability:
Strongly
(02) (03) (04) Agree (05)
(01)
Employee show sincere 0 5 15 20 15 50

interest in solving
problems 4.00
Point of Answer 0 0 45 80 75 200
Employee performed task 0 0 15 15 20 50
within the time framework 4.10
Point of answer 0 0 45 60 100 205
MGBL has good 0 0 10 20 20 50
reputation. 4.20
Point of answer 0 0 30 80 100 210
MGBL is progressing well 0 5 40 20 15 50
3.90
Point of answer 0 10 30 80 75 195
P a g e | 62
4.5
4
3.5
3
2.5
2
1.5
1
0.5
0

Analysis: To study the quality expectation of customers on the reliability, 4 parameters, as
shown in table 5, are used. The study revealed that the influence of MGBL solving problems
is more in quality Satisfaction (mean=4.00) followed by has employee performed, good
reputation and progressing well (mean=3.90)
Table: 4.5.3 Gap Score between Expectations & Satisfaction on Reliability:

Reliability Expectation Satisfactio Gap Score Average for
(P)
Employee show sincere interest in 4.00 3.70 0.30
solving problems
Employee performed task within the 4.10 3.20 0.90
0.38
time framework
MGBL has good reputation. 4.20 4.00 0.20
MGBL is progressing well 3.90 3.80 0.10
P a g e | 63
1
0.9
0.8
0.7
0.6
0.5
0.4
0.3
0.2
0.1
0
Solving Problems Employee Performed Good Reputation Progressing
Analysis: The result of the Gap source between Expectation and Satisfaction on Reliability,
Solving Problem 0.30, employee performed 0.90, good reputation 0.20, progressing 0.10 and
average for dimension 0.38.
By analyzing the above table on customer exception and Satisfaction it is revealed that there
is service quality gap existing employee performed within the time framework followed by
employee doesn’t showing sincere interest to solve customer matter, company reputation and
company progressing.
4.6 Assurance:
Table: 4.6.1 Consumer Satisfactions on Assurance.
Strongly
(02) (03) (04) Agree (05)
(01)
MGBL provide high 0 5 10 20 15 50

security deposits 3.90
Point of Answer 0 10 30 80 75 195
MGBL provide high 0 7 10 18 15 50 3.82
P a g e | 64
security to customer
information
Point of answer 0 14 30 72 75 191
Employees constantly care 0 10 20 10 10 50
for customer with
courtesy 3.40
Point of answer 0 20 60 10 50 170
MGBL maintains fire 0 0 20 55 15 50
system 3.90

4.5
4
3.5
3
2.5
2
1.5
1
0.5
0
sit on sy m
epo ati r te
yste
D rm C ou eS
r ity In
fo er Fir
cu er m
Se m sto
u sto Cu
C
Analysis: To study the Satisfaction on assurance as a quality dimension 4 parameters, as

shown in table 7, are used. The study indicated that the security the organization provide high
security to deposits attuned the highest score (mean=3.90) followed by the extent the MGBL,
provide security to customers information and the safety the MGBL provide in transecting
with customers as well as maintaining fire system.
4.7 MGBL Expectations on Assurance:

P a g e | 65
Table: 4.7.1 MGBL Expectations on Assurance.
Strongly
(02) (03) (04) Agree (05)
(01)

security deposits 4.20
Point of Answer 0 0 30 80 100 210
security to customer
information appealing 4.10
Point of answer 0 0 30 100 75 205
Employees constantly care 0 0 15 20 15 50
for customer with
courtesy 4.00
MGBL maintains fire 0 0 20 20 10 50
system 3.80
4.5
4
3.5
3
2.5
2
1.5
1
0.5
0
sit on sy m
epo ati urte yste
D rm Co eS
r ity In
fo er Fir
cu er om
Se m st
u sto Cu
C
P a g e | 66
Analysis: To study the Satisfaction on assurance as a quality dimension 4 parameters, as

shown in table 8, are used. The study indicated that the security the organization provide high
security to deposits attuned the highest score (mean=4.20) followed by the extent the MGBL,
provide security to customers information and the safety the MGBL provide in transecting
with customers as well as maintaining fire system.
Table: 4.7.2 Gap Score between Expectations & Satisfaction on Assurance:

Assurance Expectation Satisfactio Gap Score Average for
(P)
MGBL provide high security deposits 4.20 3.90 0.30
MGBL provide high security to 4.10 3.90 0.20
customer information
0.30
Employees constantly care for 4.00 3.40 0.60
customer with courtesy
MGBL maintains fire system 3.80 3.90 0.10
P a g e | 67
0.7
0.6
0.5
0.4
0.3
0.2
0.1
0
sit on sy m
epo ati urte yste
D m eS
ity or Co
r Inf er Fir
cu er m
Se o m u sto
st C
Cu
Analysis: By analyzing the above table on customer exception and Satisfaction it is revealed
that there is service quality gap existing employees constantly care for customer with
courtesy followed by short of providing high security to deposit, customer information.
4.8 Responsiveness:
To assess the responsiveness dimension of service quality, five parameters table 10 are
considered. The study indicated that timely provision of services to customers scored the
highest rating (mean=5) followed responding to customers enquiry and resolving customer
grievances. The Satisfactions of the customer are concerning responsiveness are not
significantly different except in one parameters, employee show willingness to help customer.
Table: 4.8.1 Consumer Satisfactions on Responsiveness.
P a g e | 68
Strongly
(02) (03) (04) Agree (05)
(01)
Employees tell the time 0 5 15 15 15 50

required to performed the
service 3.80
Point of Answer 0 10 45 60 75 190
Employees provide timely 5 5 10 20 15 50
service to customer 4.00
Point of answer 5 10 30 80 75 200
Employees show 0 5 10 25 10 50
willingness to help
customer 3.80
Point of answer 0 10 30 100 50 190
Employees answer 0 0 22 15 10 50
customers enquiry 3.70
MGBL is prompt in 0 0 15 20 15 50
resolving customer
grievances 4.00

4.5
4
3.5
3
2.5
2
1.5
1
0.5
0
re
d ice er ry es
ui rv o m q ui anc
eq Se st En v
eR ely Cu er Grie
lp
Ti m Tim He sto
m
m
er
Cu sto
Cu
P a g e | 69
Analysis: To study the quality Satisfaction of customers on the responsiveness, 5 parameters,

as shown in table 10, are used. The study revealed that the influence of MGBL provide timely
service and resolving customer grievance is more in quality responsiveness (mean=4.00)
followed by has time required, timely service, and customer enquiry (mean=3.70)
4.9 MGBL Expectations on Responsiveness:
Table: 4.9.1 MGBL Expectations on Responsiveness.
Strongly
(02) (03) (04) Agree (05)
(01)
Employees tell the time 0 0 15 20 15 50

required to performed the
service 4.00
Employees provide timely 0 5 10 20 15 50
service to customer 3.90
Point of answer 0 10 30 80 75 195
Employees show 0 0 15 25 15 50
willingness to help
customer 3.90
Point of answer 0 0 45 100 75 195
Employees answer 0 0 10 25 15 50
customers enquiry 4.10
Point of answer 0 0 30 100 75 205
MGBL is prompt in 0 0 15 25 10
resolving customer
grievances 3.90
Point of answer 0 0 45 100 50 195
P a g e | 70
4.5
4
3.5
3
2.5
2
1.5
1
0.5
0
d ice er ry es
uire rv om q ui anc
eq Se st En v
eR ely Cu er Grie
lp
Tim Tim He sto
m
m
er
Cu sto
Cu
Analysis: To study the quality precipitation of customers on the responsiveness, 5 parameters,

as shown in table 11, are used. The study revealed that the influence of MGBL customer
enquiry is more in quality responsiveness (mean=4.10) followed by has time required, timely
service and customer grievances (mean=3.00)
Table: 4.9.2 Gap score between Expectation & Satisfaction on Responsiveness:

(P)
Employees tell the time required to 4.00 3.80 0.20
performed the service
Employees provide timely service to 3.90 4.00 0.10
customer 0.18
Employees show willingness to help 3.90 3.80 0.10
customer
Employees answer customers enquiry 4.10 3.70 0.40
Employees answer customers enquiry 3.90 4.00 0.10
P a g e | 71
0.45
0.4
0.35
0.3
0.25
0.2
0.15
0.1
0.05
0
d ice er ry es
uir e rv om qui anc
eq Se st En v
eR ely Cu er Grie
lp
Tim Tim He sto
m
m
er
Cu sto
Cu
Analysis: The result of the Gap source between Expectation and Satisfaction on
Responsiveness, time required 0.20, timely service 0.10, help service 0.10, customer enquiry
0.40 and customer grievances 0.10 and average dimension 0.18
By analyzing the above table on customer expectation and Satisfaction it is revealed that there
is service quality gap existing employee are not interested to customer enquiry followed by
employees tell the time required to perform the service and lack of service willingness.
4.10 Empathy:
Empathy as a quality dimension is measured using six parameters as shown as in table 13.
The suitability of MGBL location to customers is the parameter that scored the highest rating
(mean=5) followed by the extent the MGBL understand the specific needs to customers and
the provision of a wide range of account information. The parameter that the waiting time is
not extensive got the lowest rating.
Table: 4.10.1 MGBL Customer Satisfactions on Empathy.
P a g e | 72
Strongly
(02) (03) (04) Agree (05)
(01)
MGBL attends to specific 0 5 20 15 10 50

problems of customers 3.60
Point of Answer 0 10 60 60 50 180
MGBL takes care to 0 5 25 10 10 50
prevent service failure 3.50
Point of answer 0 10 75 40 50 175
MGBL provides 0 0 20 20 10 50
individual attention to the
customers 3.80
MGBL arranges 0 5 20 15 10 50
convenient for customers 3.40
Point of answer 0 10 60 60 50 170
MGBL understand the 0 0 20 15 15
specific need of customers 3.90

4.5
4
3.5
3
2.5
2
1.5
1
0.5
0
e n t ds
b lem r vic ntio nien ee
ro se e ve c N
cP are l Att on cifi
ifi c a C e
ec ke u
ng
e Sp
Sp Ta ivid r a
d
In Ar
P a g e | 73
Analysis: To study the quality precipitation of customers on the empathy, 5 parameters, as
shown in table 13, are used. The study revealed that the influence of MGBL customer
individual attention is more (mean=3.80) followed specific problem, take care service,
specific need and arranges convenient (mean=3.40)
4.11 MGBL Expectations on Empathy:
Table: 4.11.1 MGBL Expectations on Empathy.
Strongly
(02) (03) (04) Agree (05)
(01)
MGBL attends to specific 0 0 15 20 15 50

problems of customers 4.00
MGBL takes care to 0 0 10 25 15 50
prevent service failure 4.10
Point of answer 0 0 30 100 75 205
MGBL provides 0 0 25 15 10 50
individual attention to the
customers 3.70
MGBL arranges 0 0 20 10 20 50
convenient for customers 4.00
Point of answer 0 0 60 40 100 200
MGBL understand the 0 0 15 25 20
specific need of customers 3.90
Point of answer 0 0 45 100 100 195
P a g e | 74
4.5
4
3.5
3
2.5
2
1.5
1
0.5
0
e n t s
b lem r vic ntio nien eed
ro se e e cN
cP re Att onv cifi
fi ca l C e
ec
i
ke ua ge Sp
Sp Ta ivid r an
d r
In A
Analysis: To study the quality precipitation of customers on the empathy, 5 parameters, as

shown in table 14, are used. The study revealed that the influence of MGBL customer take
care is more (mean=3.80) followed specific problem, specific needs, arranges convenient and
individual attention (mean=3.70)
Table: 4.11.2 Gap score between Expectation & Satisfaction on Empathy:
(P)
MGBL attends to specific problems of 4.00 3.60 0.40
customers
MGBL takes care to prevent service 4.10 3.50 0.60
failure
MGBL provides individual attention to 3.80 3.70 0.10
0.34
the customers
MGBL arranges convenient for 4.00 3.40 0.60
customers
MGBL understand the specific need of 3.90 3.90 0.00
customers
P a g e | 75
0.7
0.6
0.5
0.4
0.3
0.2
0.1
0

Analysis: The result of the Gap source between Expectation and Precipitations on Empathy,
Specific problem 0.40, take care service 0.60, individual attention 0.10, arranges convenient
0.60 and specific need 0.00 and average dimension 0.34
By analyzing the above table on customer expectation and Satisfaction it is revealed that there
is service quality gap existing MGBL are failure to take care prevent service followed by
MGBL arranges convenient for customers and MGBL attends to specific problems of
customers.
4.12 Comparisons for various dimensions on the basis of gap
Table 4.12.1 Comparisons for various dimensions on the basis of gap
Tangibility Reliability Assurance Responsiveness Empathy
Gap average of 0.75 0.38 0.30 0.18 0.34

various dimensions
P a g e | 76
0.8
0.7
0.6
0.5
0.4
0.3
0.2
0.1
0
Tangibility Reliability Assurance Responsiveness Empathy
Data Source: Table 4. 12
Analysis: The result of total Companions for various dimension on the basis of gap is more of
tangibility (mean=0.75) followed by reliability, assurance, empathy and low of resposiveness
(mean=0.18).
P a g e | 77
5.1 Specific Findings:
The specific finding of the study are given below:
 Among the tangibility, dimension there is large service quality gap existing regarding
modern equipment (1.00) followed by seating arrangement (0.90), Materials visually
appealing (0.80) and well dressed (0.30).
 After analyzing reliability, dimensions we get that there is service quality gap existing
regarding employee doesn’t perform task (0.90), employee are not sincere about
customer solving matters ( 0.30)
P a g e | 78
 In assurance dimension, there is a significant service quality gap of employee
constantly care to customer with courtesy (0.60) followed by security to deposit (0.30)
 Among the responsiveness, there is little bit service gap are employee doesn’t answer
customer enquiry (0.40)
 In empathy dimension MGBL, should to do some work because here is service gap
existing regarding attend to specific problems of customers (0.60) followed by MGBL
take care to prevent service failure(0.60)
 MGBL Madambibir Hat branch is in perfect location where the majority customers are
satisfied about the branch location.
 The internal environment is very good which can influence customers to choose the
organization.
 MGBL is providing better interest rate for deposit clients. It is financing highest loan
which influence clients to make a relationship in Bangladesh Bank.
5.2 Recommendation:
The important recommendations of the study are as follow:

1. Company should take initiative to use modern equipment at the time of providing
service to their customer.
2. Company should arrange comfortable and spacious seating facilities.
3. Employees should take more responsibility for providing customer service.
4. Employees should maintain courtesy.
5. Company should take more initiative to high security with modern equipment.
P a g e | 79
6. Company should maintain their fire system with modern equipments.
7. Company should take some training program which helps employee to become
effective and efficient.
8. To perform better service and customer satisfaction, Madambibir Hat branch should
recruit sufficient and skilled employees.
9. Branch should take perform well in recovery department.
5.3 Conclusion:
Now-a-days Bangladesh economy largely depends on service sector. In Bangladesh Baking is

a prominent service sector growing very fast. After the Second World War as a financial
product lending had been fully structured and institutionalized in USA and other developed
countries. Now banking sector play in important role in modern society and private
commercial Bank has become more competitive diversified and dynamic compared to
traditional banking system. In banking sector MGBL is a name of trust, to improve the life
P a g e | 80
style of the people, to develop the business environment. MGBL performs as a bank of
difference. Day by day its area of service is increasing all over the country through setting up
new branch at new place.
MGBL’s strategy is to focus on marketing the bank’s products to wider range of customers
and provide different loan to different manufacture, traders, service provider and salaried
person. For three months it is clear that bank involvement economic development can not be
possible.
Risk is an associated factor with financial service industry. A critical success factor for
sustained profitability and continuous delivery of service is how effectively the risk is
managed.
During the period of my internship program wanted to gather practical knowledge and this
report mainly focus on assessment of Customer expectation and Satisfaction of service
quality. Through I tried my best level to make the report more informative, this report
contains much error, there may be some printing mistakes no doubt for this reason I
apologize.
Bibliography
Websites:
Meghna Bank Limited, Websites: www. meghnabanklimited.bd.com
Bangladesh Bank. Websites: www.bangladesh-bank.org.bd.
www.uaeexchange.com
www.wikipidia.com
www.globalfinancialed.org
P a g e | 81
Book:
Book: Marketing research, an applied orientation (8th Edition) By Malhotra, N.K. (2008),
Marketing research: An applied orientation, 5/e. person education India.
Service Marketing By Zeithmal, V.A. Bitner, M.J & Greimer, D.D (2015).
Service marketing Integrating customer focus across the firm.
Annual Reports:
Annual Report of Meghna Bank Limited (2017)
Statement:
Statement of affairs prepared by MGBL, Madambibir Hat branch.
Appendix Sample Question

I am Mohammad Mayen Uddin students of Bachelor of Business Administration (Marketing)
in International Islamic University Chittagong. I am here to survey MGBL organizations
service quality. I would like to you asking some questions what is help us to improve MGBL
(Madambibir Hat Branch) service.
 Please give answer the following question............

 Name of Respondents.........................
 Age: a) 18-20 b) 25-30 c) 30-36 d) 40 & above.
 Income: a) 5000-15000 b) 16000-30000 c) 30000-50000 d) 50000 & above
P a g e | 82
 Occupation: a) Business b) Service Holder c) Student d) Others
 Gender: a) Male b) Female
 Account maintain with the bank..................
 Duration of banking with this bank....................
Please specify your choice from the chart given below.
Table : 1 Tangibility (Expectation)

Question Strongly Disagree Neither Agree Strongly
Disagree agree nor Agree
Disagree
MGBL has modern equipment
MGBL materials visually appealing
Employees are well dressed
Adequate seating arrangement provided
Table : 2 Reliability (Expectation)

Disagree
Employee show sincere interest in
solving problems
Employee performed task within the
time framework
MGBL has good reputation.
MGBL is progressing well
Table : 3 Assurance
P a g e | 83
Disagree
MGBL provide high security deposits
MGBL provide high security to
customer information
Employees constantly care for
customer with courtesy
MGBL maintains fire system
Table : 4 Responsiveness
Disagree
Employees tell the time required to
performed the service
Employees provide timely service to
customer
Employees show willingness to help
customer
Employees answer customers enquiry
Employees answer customers enquiry
Table : 5 Empathy
P a g e | 84
Disagree
MGBL attends to specific problems of
customers
MGBL takes care to prevent service
failure
MGBL provides individual attention
to the customers
MGBL arranges convenient for
customers
MGBL understand the specific need of
customers
Satisfaction
Table : 6 Tangibility (Satisfaction)

Disagree
MGBL has modern equipment
MGBL materials visually appealing
Employees are well dressed
Adequate seating arrangement provided
Table : 7 Reliability (Satisfaction)

Disagree
Employee show sincere interest in
solving problems
Employee performed task within the
time framework
P a g e | 85
MGBL has good reputation.
MGBL is progressing well
P a g e | 86

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Analyzing Customer Satisfaction of

Service Quality in General Banking Practices

Internship Duration: 27th March - 27th June 2018 (3 Months)

Department of Business Administration

I would like to convey my deep gratitude to my honorable Supervisor Mohammad Juaned

The second chapter contained brief overview of the MGBL.

Chapter-2 Profile of Meghna Bank Limited

Chapter-3 General Banking Activities of MGBL

Chapter-4 Analysis of Customer Satisfaction

Chapter-5 Findings Recommendation

1.2 Origin of the Report:

1.3 Objectives of the Study:

1.4 Methodology of the Study:

1.4.1 Collection of Data:

Collection of Primary Data:

Collection of Secondary Data :

1.4.2 Data Analysis:

1.5 Scope of the Study:

 To be recognized as the ‘Best Quality Bank in Bangladesh.

2.4 Values of Meghna Bank Limited:

2.6 Corporate Profile of Meghna Bank Limited:

Head Office Suvastu Imam Square (Level-06)

PABX: +(880 2) 9857251

Type Commercial Bank

Founded 21st April 2013

Banking System Conventional Banking.

Network Total Braches : 47

Chittagong Regional Office Delwar Tower, 104 Agrabad, C/A, Chittagong,

Auditors Chartered Accountants

Tax Consultants MABS & J Partners Chartered Accountants

Total Manpower 537

Chairman Mr. H.N. Ashequr Rahman M.P

Managing Director & CEO Adil Islam

Authorized Capital Tk. 2000 Crore.

Paid up Capital Tk. 4433 Million

Earnings Per Shre (0.99) (2017) (consolidated)

Statutory Reserves Tk. 458.63 Million.

Other Reserves Tk. 7.68 Million.

Retained Earnings Tk. 277.20 Million

Total Equity Tk. 5176.50 Million

MGBL Website www.meghnabank.com.bd

[Source: Annual Report, 31 December 2017 of MGBL]

Managing Director & CEO

Assistant Managing Director

Deputy Managing Director

Senior Executive Vice President

Executive Vice President

Senior Vice President

Senior Assistant Vice President

Assistant Vice President

First Assistant Vice President

Senior Principal Officer

Department of Madam Bibir Hat Branch of Meghna Bank Limited

General General General

 Accounts  Accounts  Import

2.8 Board of Directors of Meghna Bank Ltd. :

 Mr. H.N. Ashiqur Rahman M.P (Chairman)

2.9 Products and Services of MGBL:

 Savings Deposit Products

2.9.1 Savings Deposit Products are given below:

(A) Regular Savings Account

MEGHNA BANK’S SENIOR CITIZEN’S SAVINGS ACCOUNT has been designed to

 No half-yearly Ledger Fee.