...INTERNSHIP REPORT ON ELECTRONIC BANKING AND CUSTOMER SATISFACTION INTERNSHIP REPORT ON PRIME BANK LIMITES: ELECTRONIC BANKING AND CUSTOMER SATISFACTION PREPARED FOR, MD. KAIUM HOSSAIN ASSISTANT PROFESSOR SCHOOL OF BUSINESS PREPARED BY, MD.ASIBUR RAHMAN ID: 111081173 SCHOOL OF BUSINESS UNITED INTERNATIONAL UNIVERSITY Letter of Transmittal May 12th, 2013 To Md.Kaium Hossain Assistant Professor School of Business United International University Sub: Submission of Internship Report on "Electronic Banking and Customer Satisfaction". Dear Sir, This is my internship report on “Electronic Banking and Customer Satisfaction at Prime Bank Limited (PBL). I am submitting this report as the part of fulfilling my BBA degree. In case of preparing this report, I tried my best to make the report informative and to follow your instructions as well as the instructions given by my organization supervisor. The full report is based on my practical Experience in Prime Bank Asad Gate Branch. I have found the experience quite interesting and the guidance of my supervisors and with the help of all the members of all the departments. I have tried my level best to prepare an effective report. Consequently, I am transmitting this report to your very concern Hopefully, you will discover the report informative approach as a hallmark of my hard work. In case of any further clarification or elaboration regarding this report I would welcome...
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...ASA University Review, Vol. 4 No. 1, January–June, 2010 Measuring Service Quality: A Comparative Analysis Between Standard Chartered Bank and Dhaka Bank Mohd. Takdir Hossan* Abstract This study compares the quality of services provided by Standard Chartered Bank and Dhaka Bank Ltd in Bangladesh. The premise of the paper is that the quality of bank’s services would be contingent on the incentive structure under which these institutions operate. Since banks are not subsidized and depend on income from clients, they would be more motivated to provide quality services to clients to meet their needs more effectively and efficiently. This premise was supported. Customers’ perception of service quality and key demographic characteristics were also used to predict choice of banks. Key Words: Customers Expectation, Perception and Satisfaction Introduction The Jews in Jerusalem introduced a kind of banking in the form of money lending before the birth of Jesus Christ. The word 'bank' was probably derived from the word 'bench' as during ancient time Jews used to do money-lending business sitting on long benches. First modern banking was introduced in 1668 in Stockholm as 'Svingss Pis Bank' that opened up a new era of banking activities throughout the European mainland. In the South Asian region, early banking system was introduced by the Afghan traders popularly known as Kabuliwallas. Muslim businessmen from Kabul, Afghanistan, came to India and started money lending business in...
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...:Emerging Trends in Banking – Challenges and Opportunities Abstract Today banking is known as innovative banking. Information technology has given rise to new innovations in the product designing and their delivery in the banking and finance industries, customer services and customer satisfaction are their prime work. One of the most significant areas where IT has had a positive impact so on substitutes for traditional funds movement services. With the advent of electronic banking electronic funds transfer and other Similar products funds transfer within time frames which would have appeared impossible a few years age. With networking and inter connection new challenges are arising related to security privacy and confidentiality to transactions. Finally the banking sector will need to master a new business model by building management and customer services with a variety of products and controlled cost to stay in the long run. Key words: E-Banking, ATM ,Internet Security, NPA, CRR, Introduction:- The traditional functions of banking are limited to accept deposits and to give loans and advances. Today banking is known as innovative banking. Information technology has given rise to new innovations in the product designing and their delivery in the banking and finance industries, customer services and customer satisfaction are their prime work. Current banking sector has come up with a lot of initiatives that oriented to providing a better customer services with the...
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...Impact of E-Banking on Capital Bank and local area banking industry in India Coursework- Technology in Business and Society Shahbaz Singh Samra - B022337 Executive Summary The task commissioned was to assess the application of a technology to support organizational change. This report concentrates on how electronic banking (e-banking) has contributed to Capital Local Area Bank (CLAB) and the local area banking industry in India. Focus lies upon CLAB’s operations and how the bank incorporated e-banking to revolutionize and set standards for transparent and efficient banking in the state of Punjab. E-Banking gives strategic value to the organization and the industry because it adds a new dimension to the bank to offer its products and services. It gives the organization a comparative advantage over its rivals. However, local area banks might have to suffer loss of business done through their physical branches especially in urban and more developed areas. This, however, would be a positive for CLAB as the overall business generated would be higher and it gives its customers a facility that is yet to be provided by its competitors. E-Banking t is very cost effective for the bank. A bank, in order to expand efficiently, would be better off investing in e-banking rather than expanding its customer outreach through increasing the number of physical branches. Inevitably, e-banking does have some issues and challenges than an organization would have to overcome to...
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...ONLINE BANKING IN BANGLADESH Submitted to Dr.Durgadas Bhattacharjee Submitted by Ahamed Shahriar Hasan ID#112103064,Sec:A MBA Program, Spring- 2013 MGT 607: Strategic Management Table of Content Topic Page 1. Historical Background 03 2. Service render by online bank 03 3. Digitization policy of Government and the progrees of online bank 04 4.Business level strategy persue and their success status 07 5.Trend on online banking 09 6.SWAT analysis 10 7.Possible measures to online banking 11 8.Conclusion 12 1.Historical background of online banking: The term Internet Banking or E-Banking Internet both are used as supplement. E-Banking is the one of the major part of E-Financing. E-Banking is web-based Banking. In other words E-Banking refers to...
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...for knowing about the performance of a bank.. Nowadays Banking companies are in a competitive market. They are choosing the differentiation strategy to be a market leader because cost leadership is not a good tool for competition due to oligopolistic market. By analyzing bank information system, this paper investigates the service quality perceptions of bank account holders. This paper also examine the relationship between relative importance allocated by respondents to each of the five SERVQUAL dimensions as measured by the points allocated to that dimensions the ratings provided for the individual items of the dimension. In the SERVQUAL questionnaire there are 22 questions from five different dimensions. These are Tangibles, Reliability, Responsiveness, Assurance and Empathy. These questions measure the gap between employees’ expectations and perceptions .After conducting the survey I have found some values. I have made an analysis with these values. I have calculated the weighted average scores of these values from the perspective of these branches. Then it has been seen that the gap between the employees’ expectations and perceptions about the services is lower for the customers. In my report I got reliability, responsibility and assurance is very much valuable to customers compare to others. Company Profile COMPANY BACKGROUND Dutch-Bangla Bank Limited (the Bank) is a scheduled commercial bank. The Bank was established under the Bank Companies Act 1991 and incorporated as...
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...------------------------------------------------- Md.Mojammel Haque ID: 2009-2-10-134 ------------------------------------------------- Sumit Raihan ID: 2009-1-13-003 ------------------------------------------------- Bayazid Alam Siddiqui ID: 2009-2-10-288 ------------------------------------------------- July 12,2012 Salma Akter Senior lecturer Department of Business Administration, East West University Subject: Industry analysis of Dutch-Bangla Bank Ltd.” Dear Madam, We are writing this letter to inform you that we have prepared our term paper on Industry Analysis Of Dutch Bangla Bank. We tried to gather information to make our research paper specific and coherent. Through the procedure of preparing the research paper, we have collected and used necessary data from relevant sources. We tried our level best to make applicable and feasible research so that it will be as effective as it was expected to be. We consider providing any information or clarification if necessary. We hope you will accept our report and kindly oblige. Sincerely Yours, On Behalf Of the Group Shamim Ahmad (2008-2-14-050)...
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...Evolution of electronic banking started with the use of automatic teller machines (ATMs) and has included telephone banking, direct bill payments, electronic fund transfer and online banking. Many forecast that online banking will continue to be the most popular method for future electronic financial transactions. On the other hand, Mobile Banking refers to provision and availability of banking and financial services with the help of mobile telecommunication devices. The scope of offered services may include banking transactions, administering of accounts and access to customized information. Fast expanding mobile telephony in Bangladesh has opened up windows of opportunity for creative partnerships of banks and mobile telephone companies in devising cost effective arrangements for delivery of financial services. Bangladesh Bank (BB) has been encouraging such bank-led partnerships which will bring win-win cases for all concerned. A number of such BB approved partnerships are already active and you know that BB has already issued guidelines for mobile financial services to facilitate mobile banking in Bangladesh. Ours is a bank led model where only banks are allowed to lead the mobile financial services. This model is offering an alternative to conventional branch-based banking to the customers through appointed agents being facilitated by the MNOs/Solution Providers instead of bank branches or through bank employees. Agent banking with bio-metric security measures and the...
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...ISSN No-2230-7850 Vol.1,Issue.IX/Sept;11pp.1-4 Research Paper Technological Developments in Indian Banking Sector Dr. B.S. Sawant, Director, K.B.P. Institute of Management Studies and Research, Satara, Research Guide Abstract: Banking sector plays a significant role in development of Indian economy. So banks need to optionally leverage technology to increase penetration, improve their productivity and efficiency, deliver cost-effective products and services, provide faster, efficient and convenient customer service and thereby, contribute to the overall growth and development of the country. Technology enables increased penetration of the banking system, increases cost effectiveness and makes small value transactions viable. Besides making banking products and services affordable and accessible, its simultaneously ensures viability and profitability of providers. Technology allows transactions to take place faster and offers unparallel convenience through various delivery channels. Technology enhances choices, creates new markets, and improves productivity and efficiency. Effective use of technology has a multiplier effect on growth and development. In the area of payment systems, there have been significant advancements of technology on the customer transactions. India is one of the country that has effectively tackled huge volumes of paper instruments in cost effective manner. The Magnetic Ink Character Recognition (MICR) cheque clearing System, cheque transaction...
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...INTRODUCTION 1.1 Introduction Bank is a financial intermediary whose prime function is to move scarce resources in the form of credit from savers to those who borrow for consumption and investment. The main use of bank fund is to collect money from surplus unit and lend it to deficit economic unit as credit. A bank’s main earning source is interests on different credits. In order to ensure the effectiveness and efficiency of utilization of bank fund in the form of credit, the bank has to carry out a certain course of action that is known as credit operation. Credit Management is a dynamic arena in banking industry where a certain standard of long-range planning is needed to allocate the fund in diverse field and to minimize the risk and maximize the return on the invested fund. While sanctioning of credit undergoes some steps like collecting of related documents and information with duly filled-up credit application form, scrutinizing, investigation, preparation of proposal, sanctioning, pre-disbursement compliance, disbursement, supervision, monitoring. Credit Management deals with all this process. An important task under this section is credit risk management which is simply defined as the potential that a bank borrower or counterparty will fail to meet its obligations in accordance with agreed terms. Effective credit administration works to ensure good recovery of loan which is the key to long-term success of any banking organization. In the backdrop of economic...
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...fulfilling the all expectation by having cards facility( Credit card and ATM card) and loan(Car loan, Personal loan and Home loan). Now a day taking loan has become a medium for buying the comfort and with this thought Dhaka Bank LTD. (DBL) is offering passive offer towards the customers compare to the other commercial bank, so that DBL can contribute over the desirability of the customer .and it has become possible through offering lower inertest rate over the asset produce and higher interest rate over the liability product. Credit card is an electronic based plastic card bearing an account number assigned to a cardholder with a credit limit that can be used to purchase goods and pay for services with a credit facility and without cash/currency note transactions. Dhaka Bank Ltd (DBL) offers the Dhaka Bank – VISA co-branded credit card and is considering the potentiality to grow in its existing credit card Business. The report has been prepared by focusing over the analyzing the performance of the Retail Banking Division. 2. BROAD OBJECTIVE The broad objective of the study is to raise the real picture of retail banking division, moreover draw a comparative picture of Dhaka Bank credit card and identify the trend of the credit card customers to find the loop hole of the existing service provided by the DBL. 3. SPECIFIC...
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...Analysis of Prime Bank overall performance from strategical point of view Letter of Transmittal Date: 15-04-2013 To Leo V Dewri, Lecturer Department of Business Administration, East West University Aftab Nagor, Jahirul Islam Avenue, Dhaka 1212. Subject: Submission of a term paper on “Analysis of Prime Bank overall performance from strategical point of view”. Dear Sir, We, the students of Strategic Management (MGT-480), would like to present a term paper on “Analysis of Prime Bank overall performance from strategical point of view”. To complete this term paper we have gathered some information as we find. According to your valuable advice we did study on internet, read some article published on performance evaluation from strategical point of view. The remaining data we got from the different websites (WDI) etc. We really have learned a lot and gained valuable experience while preparing this term paper. If you need any further clarification for any part of this term paper, we are always ready to provide any kinds of information regarding this term paper. Yours Sincerely, On behalf of the group- _____________________________ Md. Naeem Mia ID: 2009-2-10-153 Department of Business Administration East West University Acknowledgement In the beginning, we want to give many thanks to the Almighty to help us complete this term paper on the Analysis of Prime Bank overall performance...
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... | Thesis Report On Performance Evaluation of Commercial Banks in Bangladesh Submitted To Ellina Mahbuba Shahid Lecturer Department of Business Administration Stamford University, Bangladesh Submitted By Helal Uddin ID # BBA 03110957 Batch # 31 (J) Department of BBA Major in Accounting Date of Submission: August 31, 2010 Letter of Transmittal Date: August 31, 2010 To, Ellina Mahbuba Shahid, Lecturer, Department of Business Administration, Stamford University, Bangladesh, Subject: Submission of Internee Report. Dear Madam, It is a great pleasure and privilege to present the internee report titled “Performance Evaluation of Commercial Banks in Bangladesh” which was assigned to me as a partial requirement for the competition of MBA 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 internee program. Helal Uddin ID # BBA 031 10957 Supervisor’s Declaration I hereby declare that the concerned report entitled “Performance Evaluation of Commercial Banks in Bangladesh” is an original work by Mr. Helal Uddin, ID # BBA 031 10957...
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...Chapter One Introduction, Products & Offerings of Prime Bank Limited 1. Introduction The Jews in Jerusalem introduced a kind of banking in the form of money lending before the birth of Christ. The word 'Bank' was probably derived from the word 'bench' as during ancient time Jews used to do money -lending business sitting on long benches. First modern banking was introduced in 1668 in Stockholm as 'Svingss Pis Bank’, which opened up a new era of banking activities throughout the European Mainland. In the South Asian region, the Afghan traders popularly known as Kabuliwallas introduced early banking system. Muslim businessmen from Kabul, Afghanistan came to India and started money lending business in exchange of interest sometime in 1312 A.D. They were known as 'Kabuliwallas'. The number of banks in all now stands at 48 in Bangladesh. Out of the 48 banks, 4 are Nationalized Commercial Banks (NCBs), 30 local private commercial banks, 9 foreign banks and the rest five are Development Financial Institutions (DFIs). Sonali Bank is the largest among the NCBs while Pubali is leading in the private ones. Among the 9 foreign banks, Standard Chartered has become the largest in the country. Besides the scheduled banks, Samabai (Cooperative) Bank, Ansar-VDP Bank, Karmasansthan (Employment) Bank and Grameen bank are functioning in the financial sector. The number of total branches of all scheduled banks is 6,038 as of June 2000. Of the branches, 39.95 per cent (2,412) are located...
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...Group 1.0 HSBC Mission Statement: “We aim to satisfy our customers with high quality service that reflects our global image as the premier international bank” Objectives of HSBC: HSBC’s objectives are to provide innovative products supported by quality delivery of systems and excellence customer services, to train and motivate staffs and to exercise social responsibility. By combining regional strengths with group network HSBC’s aim is to be the one of the leading banks in its principle markets. HSBC’s goal is to achieve sustained earnings growth and to continue to enhance shareholders value. 1.1 An Overview of HSBC Group The HSBC Group is named after its founding member, The Hongkong and Shanghai Banking Corporation Limited, which was established in 1865 in Hong Kong and Shanghai to finance the growing trade between China and Europe. Thomas Sutherland, a Hong Kong Superintendent of the Peninsular and Oriental Steam Navigation Company helped to establish this bank in March 1865. Throughout the late nineteenth and the early twentieth centuries, the bank established a network of agencies and branches based mainly in China and South East Asia but also with representation in the Indian sub-continent, Japan, Europe and North America. The post-war political and economic changes in the world forced the bank to analyze its strategy for continued growth in the 1950s. The bank diversified both its business and its geographical spread through acquisitions...
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