...Recruitment and Selection Process of Eastern Bank Ltd. Introduction Personnel or Human Resource is the vital factor of sustaining an organization whether production or service oriented. In production oriented organization the capacity, skill, knowledge etc. are not so visible to the general public unlike service oriented organization. May be that’s the reason the service oriented organizations especially the banks are so much sensitive while hiring personnel or Human Resource. To choice the right person for the right position is not so easy task. Running a bank is not only providing loan and making deposit. Rather a very critical chain of command is maintained over here to provide loan and make deposit efficiently especially to attract, serve and retain customer, increasing their utmost satisfaction and so forth. Both corporate and retail customers are vital for the bank as one group usually deposit money and another make huge transaction we that means use these money for the growth of GDP. Eastern Bank Ltd. (EBL) Is one of the top most domestic private limited banks in Bangladesh having 24 hours internet banking facility. Each and every year it has a huge turn over. To maintain continuous customer satisfaction and make profit, round the clock it has to compete all other banks and financial organization including some leading organization like City Bank Ltd. HSBC, Brac Bank Ltd. Duch Bangla Bank Ltd. Etc. Probably that’s why EBL always try to go through a rigorous recruiting...
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...Middle Eastern Finance and Economics ISSN: 1450-2889 Issue 14 (2011) © EuroJournals Publishing, Inc. 2011 http://www.eurojournals.com/MEFE.htm Service Quality Perspectives and Customer Satisfaction in Commercial Banks Working in Jordan Anber Abraheem Shlash Mohammad Assistant Professor, Marketing Department Petra University, Jordan, B.O.Box: 961343, Amman 11196-Jordan E-mail: mohammad197119@yahoo.com Shireen Yaseen Mohammad Alhamadani Assistant Professor, Finance and Banking Department Petra University, Jordan Abstract The aim of this research was to examine the level of service quality as perceived by customers of commercial bank working in Jordan and it's effect customer satisfaction, Service quality measure is based on modified version of SERVQUAL as proposed by Parasuraman et al. (1988), which involve five dimensions of Service quality, namely Reliability, Responsiveness, Empathy, Assurance, and Tangibles. Customer satisfaction was measured by a nine item adapted from Walfried et al. (2000), 260 questionnaires were distributed randomly to customers of commercial banks branches located (thirteen commercial banks in Jordan ) in IRBID (Acity of Jordan ). Multiple regression analysis was employed to test the impact of service quality on customer satisfaction. The results of this study indicated that service quality is an important antecedent of customer satisfaction. It is apparent from the present study that managers and decision makers in Jordanian commercial banks to seek...
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...Executive Summary Eastern Bank’s tagline is “Simple Math”. But it is not so simple to serve the borrowers with the right package. A bank’s major liability is to deliver significant returns to their depositors. Unlike returns to shareholders, this return is promised. Unless delivered, depositors may take back the return with a vengeance; bankrupting the bank in the process. The banks developed various form of debtor selection processes to protect themselves against depositors grudge, i.e. delinquency of borrowers. CRG (Credit Risk Grading) and CRR (Credit Risk Rating) together makes one of those processes. This report is titled “Predicting Delinquency of EBL’s Corporate Customers.” EBL is one of the leading private commercial banks of Bangladesh. After starting its operation in 1992, the bank established itself as one of the most technologically advanced banks of the country. EBL has been offering diverse portfolio of products to its customer. CRG process is a borrower selection process advised by Bangladesh Bank. Private commercial banks in Bangladesh use CRG to predict the possibility of delinquency in the form of CRR. EBL uses the same process. This report first develops a model to test the CRR against financial data of a firm. Data obtained from 35 borrowers of EBL were used to run a linear regression taking CRR ratings of respective firms as dependent variable. Running the regression, the model shows that CRR of a firm does not reflect the firm’s financial data properly...
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...INTRODUCTION BRAC Bank Limited, with institutional shareholdings by BRAC, International Finance Corporation (IFC) and Shore cap International, started its journey in 2001 and in just 12 years proved to country’s fastest growing bank. The Bank operates under a "double bottom line" agenda where profit and social responsibility goes hand in hand as it strives towards a poverty-free, enlightened Bangladesh. BRAC Bank Limited is a scheduled commercial bank in Bangladesh. It established under the Banking Companies Act, 1991 and its operation started on July 4, 2001 with a vision to be the market leader through to providing all sorts support to people in term of promoting corporate and small entrepreneurs and individuals all over the Bangladesh. Just as BRAC Bank has a corporate identity, they have a social identity too. As a Bank they are socially responsible. Fifty percent (50%) of BRAC Bank’s loan portfolio is diverted to Small and Medium enterprise Banking, and as a financial intermediary they channel funds from the surplus end to the needy. Country-wide network of SME Units centre to the end of small entrepreneurs to help them build their asset base. BRAC Bank is market leader in SME, striving for socio-economic upheaval in Bangladesh. The bottom line is, BRAC Bank do not support any finances that are detrimental to our environment. Some Important Features: * A portion of BRAC Banks revenue is channeled to support BRAC schools, where children...
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...Background of AB Bank Limited AB Bank Limited, the first private sector bank was incorporated in Bangladesh on 31st December 1981 as Arab Bangladesh Bank Limited and started its operation with effect from April 12, 1982. AB Bank is known as one of leading bank of the country since its commencement 28 years ago. It continues to remain updated with the latest products and services, considering consumer and client perspectives. AB Bank has thus been able to keep their consumer’s and client’s trust while upholding their reliability, across time. During the last 28 years, AB Bank Limited has opened 77 Branches in different Business Centers of the country, one foreign Branch in Mumbai, India and also established a wholly owned Subsidiary Finance Company in Hong Kong in the name of AB International Finance Limited. To facilitate cross border trade and payment related services, the Bank has correspondent relationship with over 220 international banks of repute across 58 countries of the World. In spite of adverse market conditions, AB Bank Limited which turned 28 this year, concluded the 2008 financial year with good results. The Bank’s consolidated profit after taxes amounted to Taka 230 cr which is 21% higher than that of 2007. The asset base of AB grew by 32% from 2007 to stand at over Tk 8,400 cr as at the end of 2008. The Bank showed strong growth in loans and deposits. Deposit of the Bank rose by Tk. 1518 cr ie., 28.45% while the diversified Loan Portfolio grew by over 30%...
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...Indian Banking – The engine for sustaining India’s growth agenda 5th ICC Banking Summit Kolkata 18 May 2013 Foreword Over the past couple of years, the Indian banking sector has displayed a high level of resilience in the face of high domestic inflation, rupee depreciation and fiscal uncertainty in the US and Europe. In order to stimulate the economy and support growth of the banking sector, the Reserve Bank of India (RBI) adopted several policy measures. © 2013 KPMG, an Indian Registered Partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved. Asset quality, capital adequacy, financial inclusion and talent management are some of the key issues facing the Indian banking industry, which despite serving the second largest populated country in the world with a total of 87 banks (including 26 public sector banks, 20 private banks and 41 foreign banks), as per the RBI, reaches out to only about half of the country’s households, scripting a nominal global footprint. The rising consumerism from the emerging ‘middle’ India and the higher purchasing power in rural India on account of rising employment provides opportunities for banks to look beyond the traditional customer segments. However, these segments would require flexible operating models which would ensure responsiveness at the last mile and at the same time be viable for the banks. On the...
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...Sylhet-3114. Assignment on: A Comparative Study on E-banking: A Study on Web information of Agrani Bank Ltd. & Mercantile Bank Ltd. Submitted to: Mohammad Mizenur Rahman Assistant Professor Department of Business Administration Shahjalal University of Science and Technology Sylhet-3114 Submitted By: Name Registration No. Subrata Ray 2007731005 Shams Md. Safwan Radi 2007731041 4th year 2nd Semester Department of Business Administration Shahjalal University of Science and Technology, Sylhet. Date of Submission: 1st January, 2012. A Comparative Study on E-banking: A Study on Web information of Agrani Bank Ltd. & Mercantile Bank Ltd. Electronic banking is an umbrella term for the process by which a customer may perform banking transactions electronically without visiting a brick-and-mortar institution. In other words electronic banking does not mean only 24-hours access to cash through an Automated Teller Machine (ATM) or through internet or Direct Deposit of pay checks into checking or savings accounts as many consumers may think. Electronic banking (e-banking) involves many different types of transactions; it is a form of banking where funds are transferred through an exchange of electronic signals between financial institution, rather than exchange of cash, cheques or other negotiable instruments. On line banking system is a way of conducting, managing, and executing banking transactions utilizing information and communication...
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... 1.1 Introduction: A bank is a financial institution, where people secure their money and use this institution as a source of possible finance. Banking in the form in which it exists nowadays is comparatively of recent origin. Before the advent of modern banking, direct finance, where the owner of capital deals directly with the user of capital, was the customary mode of transference of funds from savers to investors. Now, banks are engaged in various functions i.e., receiving, collecting, transferring, paying, lending, investing, dealing, exchanging, and servicing money and claims to money both locally and internationally. Bangladesh is a country suffering from immense social, political, economic and environmental issues and these issues need to be addressed for the overall development of this country. However, we all know that the people of the whole world are concerned about the environmental degradation, especially the rising of global temperature and thereby melting of glaciers and ice-berg in the polar region and consequently rising of sea level, which will directly affect the low lying countries of the world like Bangladesh. The world conscious people are also concerned about the increase of Green House Gases and Chlorofluorocarbons (CFCs) and thereby depletion of Ozone layer. As such, every person and especially the professionals must have greater role to check the environmental degradation. The contribution of the banking sector is playing significant role...
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...INTERNSHIP REPORT ON Measuring customer satisfaction by using SERVQUAL Dimensions in Dutch-Bangla Bank Limited INTERNSHIP REPORT ON Measuring customer satisfaction by using SERVQUAL Dimensions in Dutch-Bangla Bank Limited Submitted To: Madam Usmita Afrose Associate Professor Department of Marketing University Of Dhaka Submitted By: Kaniz Fatema Roll: 82 Batch: 15th Department of Marketing University of Dhaka Date of Submission: 03 April, 2013 Letter of Transmittal April 03, 2013 Usmita Afrose Associate Professor Department of Marketing University of Dhaka Subject: Submission of Internship Report. Dear Madam, It is a great pleasure and privilege to present the internship report titled “Measuring Customer Satisfaction by using SERVQUAL Dimensions in Dutch Bangla Bank Ltd” which was assigned to me as a partial requirement for the competition of BBA Program. Throughout the study I have tried with the best of my capacity to accommodate as much information and relevant issues as possible and tried to follow the instructions as you have suggested. I tried my best to make this report as much informative as possible. I sincerely believe that it will satisfy your requirements. I however sincerely believe that this report will serve the purpose of my internship program. I am grateful to you for your guidance and kind...
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...Sc. Vol-2 No. 1 March 2012 The Impact of Information and Communication Technology on Banks‟ Performance and Customer Service Delivery in the Banking Industry Alhaji Abubakar Aliyu, Rosmaini Bin HJ Tasmin Department of Technology Management Faculty of Technology Management, Business and Entrepreneurships Universiti Tun Hussein Onn Malaysia, 86400, Parit Raja, Batu Pahat, Darul Ta’zim, Johor, Malaysia hp090012@siswa.uthm.edu.my rosmaini@uthm.edu.my Abstract - Information and communication technology (ICT) has become the heart of banking sector, while banking industry is the heart of every robust economy. If it collapses so will the economy. This is absolutely evident from current recession in European banks crises, and in turn. The effect of globalization, competition and innovation in the banking industry by its providers to offer their services makes essential the understanding of how various aspects of consumer behaviour affect the innovation and respond to customer service delivery. Within this context this paper has considered a critical literature review of previous researchers with the objective to examine the impact of Information and Communication Technology on banks performance and customer service delivery. This paper also makes of a critical review of peer reviewed, scholarly and organizational literature regarding the impact of ICT on banks’ performance to examine if banks have successfully achieved effective customer’s service delivery, by providing high level...
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...European Business Issues | | | | Analysing the Competitive Strengths and Weaknesses of Germany with the TOWS Matrix Analysing the Competitive Strengths and Weaknesses of Germany with the TOWS Matrix Author: Student Name: Student No: Tutor: Adrian Pryce * Contents 1. Introduction 2 2. Porter's Determinants of National Advantage 2 3. Gaining Competitive Advantage with the TOWS Matrix Conceptual Model 3 4. Germany's Internal Weaknesses 4 5. Germany's Internal Strengths, Social Factors 5 6. Germany's Internal Strengths, Political and Economic factors 6 7. Threats from European Union Countries, North America and Asia 7 8. Opportunities within the European Union, North America, and Asia 9 9. Government Policy and Business Strategy 10 10. Conclusion 12 11. References 13 1. Introduction All nations are attentive to compete efficiently in the international market. Competitiveness doesn't depend simply on the value of individual firms, but also on the socioeconomic system and the industries of a nation. The rapidly changeable situations of the free world markets transcribe that nations fully utilize their comparative advantages to become or remain thriving in the future (Farr, 1990). Economic and political leaders must estimate the opportunities and threats from the foreign environments so as to put up convenient domestic strategies that shore up the weaknesses of their nations and take advantages of...
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...Microfinance in Assam: Hymns, Myths and Realities. Dr. Jyotish Bordoloi, Associate Professor, Haflong Govt. College. Ms. Brahnisikha Bordoloi,Assistant Professor, Lakhimpur Commerce College. Introduction: Microfinance has emerged as an effective method to fulfil the financial needs of small borrowers and poor sections of the society to uplift their economic conditions. In spite of creditable expansion of institutional credit network in our country majority of poor and rural population remained scarce in getting financial assistance from formal credit delivery institutions. Many credit intervention programmes floated by the government are found to be expensive, ineffective and defective. Indian experience revealed that steps taken to address the poor and poverty have not been yielding the desired result and considerable portion of aids and subsidies meant for the poor are channelized to affluent sections. Institutional mechanism involved in financing the poor through different developmental schemes unsuccessful in doing much to improve the situation and in fact many new problems arise in course of doing so. Poor recovery and siphoning of funds meant for poor have affected not only the viability of developmental schemes but also the profitability of the institutions. The shortcomings and failures of financial institutions and poverty alleviation and development programmes to meet the needs of needy small and poor borrowers kindle the micro finance concept. The...
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...Internship Report: HRMP in Standard Chartered Bank Abstract According to the universalistic perspective, organizations from different sectors, across industries, and through different time periods should use a series of select human resource management practices (HRMP). The main principle of this paper is to investgate whether i there is any relationship between HRMPs and organizational performance, regarding Standard Chartered Bank in Bangladesh. This study aims to investigate the relationship of training, employee participation, and selection with perceived organiz ational performance in the context of Standard Chartered Bank in Bangladesh. This study is co -relational in nature and it will examine the correlation among these variables. A single set of sample will be considered for this study and that will be the employees of Standard Chartered Bank. A set of structured questionnaire will be distributed among 200 respondents. Regression analysis will be conducted for the purpose of data analysis. -1- Internship Report: HRMP in Standard Chartered Bank Origin of the Report The BBA internship program is a mandatory requirement for the students who are graduating from the BBA program under the School of Business of North South University, Bangladesh. In the internship program, I was attached to a host organization named µStandard Chartered Bank¶ for 12 weeks. During this period I learned how the host organization works with the help of the internal supervisor....
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...to: 1 Understand what an organization is and why business organizations exist. 2 Define what a manager is and what the management process involves. 3 Explain. 4 Understand the differences between the various levels of management. 5 Understand the three main managerial skills and at what managerial level they are dominant. outline A South African insight: Capitec Bank: Meeting the needs of customers by making banking affordable and accessible. Managers and management l Human needs and wants l What is an organization? l Organizations as systems What managers do l General managerial tasks l Productivity and organizational performance l What is a manager? l What is management? l Scope of management What managers do l Managerial functions Managerial roles Levels of management l First-line managers l Middle managers l Top managers Managerial skills Technical skills Human skills Conceptual skills key terms and concepts Chapter summary Questions for discussion and exercises for competency development 4 Management 3 e A South African insight: Capitec Bank: Meeting the needs of customers by making banking affordable and accessible A savings culture does not exist in South Africa particularly among low-income earners. Two reasons for this are the low savings returns and the high administration costs of having a savings account. The average client incurs fees and costs that exceed the savings returns in an account on an annual basis. Transaction costs are high, finance...
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...risk, market risk and other risk. Credit risk is the oldest and important risk which banks exposure and important of credit risk and credit risk management are increasing with time because of some reasons like economic crises and stagnation, company bankruptcies, infraction of rules in company accounting and audits, growth of off-balance sheet derivatives, declining and volatile values of collateral, borrowing more easily of small firms, financial globalisation and BIS risk-based capital requirements. Credit risk can be defined as the risk of losses caused by the default of borrowers. Default occurs when a borrower can not meet his financial obligations. Credit risk can alternatively be defined as the risk that a borrower deteriorates in credit quality. This definition also includes the default of the borrower as the most extreme deterioration in credit quality. Credit risk is managed at both the transaction and portfolio levels. But, banks increasingly measure and manage the credit risk on a portfolio basis instead of on a loan-by-loan. In credit risk management banks use various methods such as credit limits, taking collateral, diversification, loan selling, syndicated loans, credit insurance, securitisation and credit derivatives. Credit risk is considered as a critical factor that needs to be managed by the banks and financial institutions. Credit Risk Management process permits the banks to proactively manage...
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