INTERNSHIP REPORT

On
Customer Satisfaction in Prime Bank Limited
(A Case Study of Islamic Banking Branch, Mirpur, Dhaka.)

PREPARED BY:
Rebeka Sultana Liza
MBA program 2004 (6th Batch),
Roll no-456, (Serial no-20)
Stream-HRM

SUPERVISOR:
Dr. Khondoker Bazlul Hoque
Professor
Department of Management Studies
University Of Dhaka.

Department of Management Studies

University Of Dhaka.
Dhaka-1000

LETTER OF TRANSMITTAL
February 15, 2007
Dr. Khondoker Bazlul Hoque
Professor, Dept. of Management Studies
Faculty of Business Studies
University Of Dhaka.
Subject: Submission of MBA Internship Report.
Dear Sir,
It is my pleasure to submit my Internship Report on Customer Satisfaction
in Prime Bank Limited as a requirement of Internship course.
I tried my best to gather relevant information for constructing a complete
report as outlined. The preparations of this report enable me to a great extent
to complete my theoretical knowledge with practical analysis. I would like
to express my profound gratitude for your kind and conscious guidance in
preparing my report in the giving time.
Thank you very much for your heartiest co-operation.
Yours sincerely,
(Rebeka Sultana Liza)
MBA 6thBatch, Stream-HRM
Roll no-456, Serial no-20
Department of Management Studies,
University Of Dhaka

ACKNOWLEDGEMENT

It is a great pleasure for me to submit this report after completion of three

months internship program with the Prime Bank Limited, IBB Mirpur
Branch. My first thanks go to Md. Shahidul Islam, Assistant Vice
President (AVP), who gave me his utmost assistance and sincere cooperation with effective guidelines to make this report worthwhile.

I have benefited in many ways from the criticisms and ideas of the expert
bankers of Prime Bank Limited. I highly appreciate and thank Mr. Jafar
Hasan, First Assistant Vice President (FAVP), S. M. Shahidul Islam, and
Executive Officer to learn about various aspects of banking during my
internship program in Prime Bank Limited.
I would like to give special thanks to those people who helped me a lot by
proving information & Suggestions-Mr. Md. Rezaul Karim, Principal
Officer, Mr. Ashraful Islam, Senior Officer, Mr. Md. Adil Uddin, Principal
Officer, Mr. Md. Mynul Islam, Senior Officer, Prime Bank Limited, IBB
Mirpur Branch for helping me immensely.
I also indebted to all those, other than mentioned above, who gave me
assistance and suggestions in preparing this report.

ACRONYMS

AD

Authorized Dealer

AVP

Assistant Vice President

A/C

Account

BB

Bangladesh Bank

BCD

Barer Certificate of Deposit

CD Account

Current Deposit Account

CL

Classified Loan

DD

Demand Draft

DPS

Deposit Pension Scheme

FDR

Fixed Deposit Receipt

FTT

Foreign Telegraphic Transfer

HBL

House Building Loan

IBC

Inward Bills for Collection

OBC

Outward Bills for Collection

LC

Letter of Credit

OD

Over Draft

PO

Pay Order

PBL

Prime Bank Limited

CCS

Consumer Credit Scheme

STD

Short Term Deposit

SOD

Secured Overdraft

SB Account

Savings Bank Account

TT

Telegraphic Transfer

SWIFT

Society for World Wide Inter Bank Financial

Telecommunications

Table of Contents
Particulars:
Page no:
Executive Summary

Chapter-1: Introduction

2-8

1.1
1.2
1.3
1.4
1.5

Statement of the research problem

Objective of the study
Methodology of the study
Scope of the study
Limitation of the study

Chapter-2: An Overview of Prime Bank Limited

2.1
2.2
2.3
2.4
2.5
2.6
2.7
2.8

Profile of the company

Objectives of Prime bank limited.
Vision, mission and strategic priorities of Prime bank limited.
Organization structure
Branches of PBL, Exchange company at Singapore
Departments of PBL
Prime Bank Training Institution
Prime Banks business portfolio

Chapter-3: An Overview of Islamic Banking Branch.

3.1
3.2
3.3

Profile of Islamic Banking Branch, Mirpur, Dhaka.

Unique features of Islamic banking branch
Objectives of Launching Islamic Banking operation in Prime Bank Ltd.

Chapter-4: Major Activities of Islamic Banking Branch.

4.1 General banking
4.2 Loans and advances
4.3 Foreign Exchange

3-5
5
6-8
8
8

9-20
10-12
12
12-13
13-14
14-16
16-18
18
18-20

21-24
22-23
23-24
24

25-41
26-35
36-40
41

Chapter-5: Performance of Prime Bank Limited.

5.1
5.2
5.3
5.4

Capital funds
Import and Export business
Deposit performance
Loans and Advances performance

Chapter-6: Customer Satisfaction

6.1
6.2
6.3

42-51
43-44
44-45
45-46
46-49

52-56

Range and Diversity of Channel

Number and quality of Product offered
Personal Service

54
55
55-56

Chapter-7: Summary of the Findings

57-64

7.1
7.2

Customers view about various services

Management view about various services

58-63
63-64

Chapter-8: Conclusion and Recommendation

65-69

Bibliography

70

Appendices

71-76