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Analysis the Customer Satisfaction in Prime Bank

Limited

This report is written on the Customers Satisfaction of Prime Bank Limited.


In chapter 1, I have introduced the topic, along with the objective of the report, which was mainly
understand how to gain real life exposure in the banking sector and to get a clear idea about
overall customers satisfaction.
Chapter 2. Start with the methodology followed to gather the information and the sources of data
and I have also mentioned the data collection techniques.
The company profile is started in the chapter 3. It includes the background of the bank, with
principle activities, management and branchs hierarchy, branch network, ratio analysis of the
Prime Bank Limited and SWOT analysis of Prime Bank Limited.
Chapter 4. Starts with findings in different situations about Customers Satisfaction on Prime Bank
Limited. In this chapter all the survey information are graphically presented.
Chapter 5. Draws summary of this report. I have tried to draw out some solution to those
problems and some recommendation.
Finally chapter 5 has the tables and graphs and other information in the appendix that might be
needed for the better understanding of the report.
A person or institution that has come to get services and is then obligated to repay it and any
additional fees according to the service terms. Customer satisfaction is so much important for any
bank because if they know the perception level of their Customers then they can do all the
service activities easily. Thats why in this report I have tried to explain and highlight this issue
precisely.
CHAPTER 01: INTRODUCTION
1.1 Foundation of the Study

As part of the Internship Program of Bachelor of Business Administration course requirement, I


was assigned for doing my internship in The Prime Bank Limited as an intern by Northern College
Bangladesh. In PBL, I was assigned in the General Banking department of the Motijheel Branch,
Dhaka and my organizational supervisor was Ms. Mst. Ashrafun Nesa Officer of Account Opening
Section. My project was Customers Satisfaction in Prime Bank Limited, which was assigned by
Mr. Md. Yusuf Ali, Senior Assistant Vice President of the said PBL and my faculty supervisor Md.
Mahmudul Haque, lecturer of Northern College Bangladesh also approved the project and
authorized me to prepare this report as part of the fulfillment of internship requirements
1.2 Justification of the Study
Theoretical knowledge is not enough for a student. It is miles difference between theoretical
knowledge and practical field. So, this two should be synchronized. Internship is launched mainly
for this purpose. Another purpose that may be is to know about the rules, regulations and
environment of an organization before getting a job. Such experience may facilitate a student to
have a better job.
1.3 Objectives of the Study
Before setting up this report certain objectives were in depth in mind and the research work went
accordingly. The objectives are enumerated
To gather comprehensive knowledge on overall banking functions and the expectation of the
customers regarding the service quality of PBL.
To find out the lacking in customer service quality of PBL.
To have the idea of customers satisfaction level.
To relate the theories of banking with the practical banking activities.
To have an exposure on the financial institution, especially on banking environment of Banglade
1.4 Scope of the Study
While preparing this report, I had a great opportunity to have in depth knowledge about the
customer services and banking practices. Additionally, I have achieved some practical

experiences with the customers. I think it will be helpful for me to have an idea about the
customers attitude towards private commercial banks and overall banking sector as well.
1.5 Limitations of the Study
It is an uphill task to study the on the management so the report was completed under certain
constrains which were:
1. Difficulty in gaining accesses to financial sector.
2. Nonavailability of the most recent statistical data.
3. As I am student it is not possible for me to collect all the necessary information.
4. I had to complete this report within a very short span of time that was not sufficient for
investigation.
5. Lake of Experience.

CHAPTER 02: METHODOLOGY


2.1 Methodology of the Study
The following methodology will be followed for the study both primary and secondary data
sources will be used to generate this report. Primary data sources are scheduled survey, informal
discussion with professionals and observation while working in different desks. The secondary
data sources are annual reports, manuals, and brochures of Prime Bank Limited and different
publications of Bangladesh Bank.
To identify the implementation, supervision, monitoring and repayment practice- interview with the
employee and Customer and extensive study of the existing file was and practical case
observation was done.
2.2 Population
Population refers to any group of people or objects which are similar in one or more ways and
which forms the subject of the study in a particular survey. So our population is all Customers of
prime bank ltd. That means our population is the all bank account holders of Prime Bank Ltd.
2.3 Sampling
1. Target population: Total 50 clients in Prime Bank Limited.

2. Elements: Which clients are involved in this bank and other banks for last five years?
3. Extent: Dhaka city.
4. Sampling frame: Sampling frame for the study has collected from Prime Bank Limited (PBL)
has a detail list of Clients of Dhaka city.
5. Sample size: Clients = 50.
6. Organization experts: 3.
7. Sampling procedure: Convenience sampling procedure has been selected for this study.

2.5 Questionnaires:
There is different type of questionnaire. But we use only structured questionnaire which content
two basic types.
They are : Closed ended questionnaire & Open ended questionnaire
2.6 Sources of Data Collection
In conducting this report basically, there have been two types of data and information used. The
name of those two types and their sources to reveal the information for preparing this report has
been showed in a flow chart.
2.7 DATA ANALYSIS
The main target of the study is to find out Customer satisfaction of banking services of prime
bank ltd by using procedure, rules and regulation of banking. In Bangladesh there are 50 or
more (public, private and foreign) commercial bank is running their business. But the entire bank
is not providing the same services. Mainly public banks are not providing the online banking
facility. But Maximum of the private and foreign banks is providing the online banking facility to
their customer. Now a days people like such kind of banking service which can provide better
banking service as well as online service. In that case whose banks are providing maximum
branches, facilities and providing easy banking service with better customer service they can get
maximum customer. In This present situation Bangladeshi people are using online banking a lot.
But maximum times we can see the online banking holders are not satisfied with the bank
services. Because banks are charging more amount as service charge. The customer thinks that
banks are not able to provide the best services in terms of their policy. Even some customer
blame that they are charging higher service charge in terms of interest rate for savings account.
So we can say that customer is not fully satisfied. My main target of study that what kind of

service customers want from the bank and what kind of new facilities they want from the
bank.
2.9 Analysis and Interpretation of Data
Despite the challenges, Prime Bank closed on a high note and made an impressive progress in
many lines of business during 2008.Through my survey I tried to find out the strengths and
weaknesses of banking service. Now I am going to show the results through Table and some
graphs.
2.10 Data Collecting Technique
For the purpose of the study two methods of techniques used:

Observation
Interview

Observation: Observation method is often used to complete this qualitative research because it
is very difficult to provide any specific example from any file about certain document, as the
matter is very sensitive for the client as well as for the bank.
Interview: Primarily some data are collected from face-to-face interview of different employees of
Prime Bank Limited at Matijheel Branch. By face to face conversation with the Customers and by
personal interviewing it is easy to collect the accurate information for the study. For the purpose
of this interview, customers were asked to fill up a questionnaire. Based on their answer, it is easy
to justify the Customers Satisfaction on Prime Bank Limited.
CHAPTER 03: AN OVERVIEW OF PRIME BANK LIMITED
3.1 Background of Prime Bank Limited
During the booming years of the banking industry of Bangladesh, a group of highly skilled local
entrepreneurs came up with an idea to float a commercial bank with a different outlook. The idea
was to build a banking organization with excellence, competence and consistent delivery of
reliable service with superior customer satisfaction. The outcome of this thinking was the Prime
Bank Limited, commenced its business on April 17, 1995.

Since the beginning the bank is being managed by a team of professionals, with dedication and
sincerity. Their experience and hard work has taken the bank in the leading position. The bank is
constantly focused towards the understanding and predicting customers needs and meeting
them. It is giving a tough competition to other banks in case of performance and customer
satisfactions.
The bank offers almost all sorts of commercial banking services within the framework of Banking
Company Act, and the rules and regulations lay down by the Bangladesh Bank. These services
include corporate Banking, Retail Banking, and Consumer Banking etc.
Within this short time the bank has already claimed a position among the top ranked banks in our
country through ensuring high profile management, experienced, dedicated and skilled
employees, and a whole lot of hard works. It has adopted the CAMEL rating, BASEL II and all
other international requirements. It is always responding to technological enhancements and
developments.
The introduction of ATM in March 2008 and Internet Banking in 2009 ushered a new era and
prime Bank is now wed poised towards the expansion of alternative delivery across Bangladesh.
Prime Bank is one of the most renowned names among the well performing banks in the banking
industry and it is continuously working hard to hold its position in the market as the leader
through providing top class services.
3.2 Prime Bank Limited at a Glance

3.3 Names of Founders

3.4 Company Vision


To be the best Private Commercial Bank in Bangladesh in terms of efficiency, capital adequacy,
asset quality, sound management and profitability having strong liquidity.
3.5 Company Mission
1. To build Prime Bank Limited into an efficient, market driven, customer focused institution with
good corporate governance structure.
2. Continuous improvement in business policies and procedures through integration of technology
all the levels.

3.6 Goals and Objectives


Maximization of profit through customer satisfaction is the main objective of the bank. In addition,
the others relevant objectives are:
1. To be the market leader in high quality banking products and services.
2. Active excellence in customer service through providing the most modern and advance
technology in the different spheres of banking.

3. To participate in the industrial development of the country to encourage the new and educated
young entrepreneurs to undertake productive venture and demonstrate their creativity and
there by participate in the national development
4. To provide credit facilities to the small and medium size entrepreneur located in urban & suburban area and easily accessible by branches.
5. To develop saving attitude and making acquaintance with modern banking facilities.
6. To inspire for undertaking small projects for creation of employment through income generating
activities.
7. To play a significant role in the economic development of the country.

3.7 Marketing Strategic Priority


To have sustained growth, broaden and improve range of products and services in all areas of
banking activities with the aim to add increased value to shareholders investment and offer
highest possible benefits to the customers.
3.8 Management Hierarchy of Prime Bank Limited
From the top to the bottom management body of Prime Bank Limited can be divided into four
levels:

Top Level Management


Executive Level Management
Mid Level Management
Junior Level

3.10 Network of the Bank:

3.11 Bank Operational Area of PBL


All branches of Prime Bank Limited are divided into three departments:

General Banking Department.


Credit Department.
Foreign Exchange Department.

General Banking Department:


General Banking Department plays a very significant role to portray a good image on the
customers mind as it is considered as the direct customer service centre. The banking operation
begins with this department. This department delivers day to day services to the customers. The
Clients and Customers build their impression here and the client decides whether they should go
for further dealings or not; on the basis of the services delivered by the officials. It comprises of
some basic activities on which other sectors continue their operation.

Credit Department:
Modern banking operations touch almost every sphere of economic activity. The extension of
bank credit is necessary for expansion of business operations. Bank credit is a catalyst for
bringing about economic development. Without adequate finance there can be no growth or
maintenance of a stable output. Bank lending is important to the economy, for it makes possible
the financing of agricultural, commercial and industrial activities of a nation.

Foreign Exchange Department:


Banks play a very important role in effecting foreign exchange transaction of a country. Mainly
transactions with overseas countries are in respect of imports; exports and foreign remittance
come under the purview of foreign exchange department. Banks are the vital sectors by which
such transactions are effected /settled. Central Bank records all sorts of foreign exchange
transactions.
The other banks dealing with foreign exchange are to report to Bangladesh Bank regularly (viz.
daily, monthly, quarterly, yearly etc.).
3.12 Business Activities of PBL
The Principal activities of the bank were banking and related businesses. The banking
businesses included deposits taking, extending credit to corporate organization, retail and small
& medium enterprises, trade financing, project financing, international credit card etc. Prime Bank
Limited provides a full range of products and services to its customers, some of which are
mentioned below with a brief overview of the major business activities.
Retail Banking:
As a part of risk diversification strategy PBL expended the lending activities in this sector during
2006. The growth rate of PBLs consumer financing was 38% during this year. The loan schemes
offered by the bank include Home Loan, Loan against Salary, Marriage Loan, Car Loan,
Hospitalization Loan, Education Loan, Doctors Loan, Travel Loan etc
SME Lending:

Job creation is essential and it must come from Small and Medium Enterprise that will ultimately
dominate the private sector. During 2006 banks Strategy was focused on customer convenience.
The Bank provided working capital loans to suppliers or dealers of large corporations or clusters
of small exporters of nontraditional items. Outstanding loan of SME is Tk.437 million. The growth
rate of PBLs SME Lending was 41% during this year.
Corporate Credit:
PBLs strategy is to provide comprehensive service to the clients of this segment who are large
and medium size corporate customers with expertise in trade finance and related services.
Besides trade finance bank are providing working capital finance, project finance and arranging
syndication for our corporate clients. Syndication and structured Finance Unit of the Bank
strengthened its footstep in the consortium financial market and arranged a number of
syndication deals for its corporate clients.
Islamic Banking:
For the development of Islamic Banking Business, 2006 was also a commendable year. It has
been observed that compliance of Shariah has improved in 2006 as compared to the preceding
years. According to their advice Islamic Banking operation of the bank has been separated from
the operation of Conventional Banking and shown separately in the banks financial statement. It
is found that the investment and deposits grew by 38% and 89% respectively in the year 2006.
The operating profit of Islamic Banking Branches grew by 45% during the Year.
Credit Card:
In the year of 2005, Prime Bank Ltd has launched VISA. Before that PBL started its credit card
operation in 1999 by introducing Master Card. Now PBL has become the first local Bank of the
country to achieve principal membership of both the worldwideaccepted plastic money network
i.e. Master Card and VISA. PBL has redesigned the credit card facility by providing the incentive
of Free Life Insurance Coverage for their valued cardholders to mitigate the financial risk
Custodial Service:
PBL equator fulfils its strategic commitment to provide custody and clearing services. Equators
focuses are on the following:

Commitment to quality
Dedication to customer needs
Sustained investment in people and systems

International Trade Management:


This division is operational throughout the group and PBLs core strength is trade finance and
services. With an experience, Prime Bank has developed knowledge of trade finance, which is
world class. Principle services to importers include imports letter of credit, import bills for
collection and backto back letters of credit facilities. Services provide to exporters include export
letters of credit, direct export bills, bonds, and guarantees.
Cash Management:
Prime Bank recognizes the importance of cash management to corporate and financial
institutional customers, and offers a comprehensive range of services and liquidity management.
Institutional Banking:
Prime Bank Limited provides a wide range of services to institutional clients, commercial,
merchant and central banks; brokers and dealers; insurance companies; funds and managers,
and others. It provides relationship managers who are close to their customers and speak local
language. This wide network of institutional banking facilities includes transaction, introduction,
problem solving and renders advice and guidelines on local trading condition.
Treasury:
Treasury operations had been consideration as an important avenue for income generation
purpose within Head Office. In fact, in the past, income from treasury operation was quite sizable
and significant to the total income generated by the bank. The treasury division publishes daily
and weekly currency newsletters, which provide analyses of currency trends and related issues.
Seminars and workshops are conducted for customers from time to time on foreign exchange
related topics. Prime Bank is one of the first local banks in Bangladesh to integrate treasury
dealings of local money market and foreign currency under one Treasury umbrella. The bank has
handled significant volumes of treasury over the last several years. Prime Banks Dealing Room
is connected with automated Reuters Terminal facility thus enabling the bank to provide
forward/future facilities to its corporate clients at a very competitive rate.

Foreign Exchange Business:


The foreign exchange business handled by the bank in 2010 was Tk 283.08 billion in 2010
against Tk 199.00 million in 2009 indicating a growth rate of 42 percent which was contributed by
growth in import, export and remittance business as below:
Import business handled was Tk 147.70 billion which was 125 percent of the budget and
showed 53 percent growth;
Export volume was Tk 106.94 billion which was 115 percent of the budget with growth rate

of

41 percent;
Remittance business was Tk 28.43 billion which was 86 percent of the budget but showed
growth rate of 8 percent;
Merchant Banking:
The Banks operation in this sector was limited to Underwriting, Portfolio Management and
Banker to the Issue functions. The compulsory requirement for opening BO account for share
trading has increased the demand for opening BO account.
Online Branch Banking:
The bank has set up a Wide Area Network (WAN) across the country to provide online branch
banking facility to its valued clients. Under this 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.
Cash deposit in his/her account at any branch of the bank irrespective of the location.
Cash deposit in others account at any branch of the bank irrespective of the location.
Transfer of money from his/her account with any branch of the bank.

At present 24 (Twenty Four) branches are under online. Clients can easily deposit and withdraw
money from those online branches in a moment.
SWIFT:
Prime Bank Limited is one of the first few Bangladeshi banks, which have become member of
SWIFT (Society for Worldwide Interbank Financial Telecommunication) in 1999. SWIFT is a
memberowned cooperative, which provides a fast and accurate communication network for
financial transactions such as Letters of Credit, Fund Transfer etc. By becoming a member of
SWIFT, the bank has opened up possibilities for uninterrupted connectivity with over 5,700 user
institutions in 150 countries around the world.Information Technology in Banking Operation:
Prime Bank Limited adopted automation in banking operation from the first day of its operation.
The main objective of this automation is to provide efficient and prompt services to the banks
clients. At present, all the branches of the bank are computerized. At branch level, the bank is
using serverbased multiuser software under UNIX operating system to provide best security of
automation.
Profitability and Shareholder Satisfaction:
The bank had been one of the most profitable in the banking sector. The banks return on assets
(ROA) was 2.16% in the year 2010. Even though the capital market of the country has been
suffering over the last few years, the good performance of Prime Bank made sure that the banks
share price remained in a respectable position.
3.13 Products and Services of PBL
Prime Bank Limited offers various kinds of deposit products and loan schemes. The bank also
has highly qualified professional staff members who have the capability to manage and meet all
the requirements of the bank. Every account is assigned to an account manager who personally
takes care of it and is available for discussion and inquiries, whether one writes, telephones or
calls.
CARD DIVISION SERVICE

ATM Card:

Automated Teller Machine (ATM) card is new concept in modem banking, has already been
introduced to facilitate subscribers 24 hour cash access through a plastic card. Prime Bank
Limited has started their ATM card services from 15 th March 2008 by opening a ATM booth at
Motijheel Branch. After that Prime Bank Limited made an agreement with Dutch Bangla Bank to
use their ATM Booth.

Master Debit Card:

Master the power of money with us! Withdrawal or shopping was no easier and convenient ever
before! Prime Bank offers you Master Debit Card; the fast, secure and convenient way to
withdraw cash and convenient transactions at different MasterCard branded POS terminals. If
you are a SD/CD/STD account holder of Prime Bank, you can avail this debit card and can
master over 1300 ATMs all over Bangladesh and can get privilege in the MasterCard branded
POS or MasterCard branded network.
Other Products & Services:

Online Banking Service


SWIFT Service
Letter of Credit Delivery Service
Locker Service

3.14 SWOT Analysis of Prime Bank Ltd at a Glance

Strength

Goodwill
Skilled Employee
Less Employee Turnover
Huge geographic coverage
Strong Promotional activity
The bank has been graded as a top class

Weaknesses

Work Manually
Limited Online banking facility
Limited number of ATM facility
Service is not very fast and efficient.

bank in the country through internationally


accepted CAMEL rating.
Opportunities

Opportunity to take market share away from


rivals by offering new innovative product or

Threats

Entry of new commercial banks, leasing


companies and merchant bank etc.

Competitors are offering more innovative

services.
The bank has a strong presence in emerging

markets, putting it in a good position to take


advantage of future growth.
Good financial position creating a good

products and services regularly.


Financial losses affecting banks and investors

reputation for
borrowings.

future

bank

loans

on a global scale have resulted in less credit


being available to customers.

and

3.15 Financial Position of PBL


Loans and Advances of the Bank grew strongly by 24.55% to 111,167.39 million in 2010. Bills
purchased and discounted increased by 5% indicating strong growth in export performance.
The deposits balance of PBL reached the level of Tk.124.519 million during 2010 from Tk. 106.96
million of previous years. The growth rate is 26.34 percent. This was possible due to superior
customer service delivery at the branch level, expansion of branch network to rural areas where
foreign remittance flow is significant as well as liability campaign by retail liability team for
mobilization of no cost and low cost deposits.
3.16 Achievement of Business targets in 2010
Performance of the bank for the year 2010 was good considering the prevailing market
challenges arising from global financial crisis. The performance of the bank against targets is as
below:
Taka in million

Particulars

Budget(2010)

Actual

(2010)

Budget Achievement

Operating Profit

5,700

6,078

107

Deposit

137,000

124,519

91

Advance

113,000

118,000

98

Import

111,167

147,704

125

(%)

Export

93,000

106,943

115

Inward Remittance (Foreign)

33,000

28,433

86

Guarantee

18,000

29,000

161

PBL is subject to regulations and compliance of regulation is must. Changes in policies with
regard to interest rates, pricing have significant effect on the performance of the Bank.
Bangladesh Bank is expected to continue its persuasion to reduce the spread and charges
further which is likely to affect the performance. Changes in provisioning requirement will also
affect the performance of the bank.
CHAPTER 04: PROJECT PAR
Data Analysis and Findings.
During the survey I have found lots of positive things as well as some negative things. Now I am
going to discuss one by one1. In Bangladeshi family, most of the time male provide the maximum effort for family. From my
survey I have found that maximum percentage (74%) Respondent are male. That means
normally male handle the bank account to survive the family needs.
2. From my survey I found that now a days young person are encouraged to open a bank
account. I found 62% of customers are in age between 18 to 35 years old. Because they are
very much concern about savings.
3. Prime bank Ltd always gets all level of people to open a bank account.
4. Prime bank ltd will be really happy to learn that almost 94% of customer certifies that PBL is
providing excellent service to their customer. Because almost all respondent are agree or
strongly agree that PBL is excellent in service.
5. From the survey I found that PBL has all kind of facilities including security, Better services,
simplicity and faster, they cover wide area of online banking and also have low maintenance
cost.
6. Customers are almost satisfied with ATM service. Because 60% of people said that they dont
feel any hassle during ATM card using. Though 40% of them are not satisfied.
7. As 40% people are not satisfied, they said why they dont agree to satisfy. Because some of
them strongly said that technical defects are available in ATM booth.
8. In case of service charge customers are almost same as service charge ok or not. 48% people
are not satisfied with present charge. They ask to minimize service charge more.

9. Bank can be satisfied that they are providing excellent ATM services. Because during survey I
found that customer are frequently using ATM booth. Some of them are using ATM Booth 7 to 9
or more than that in every week.
10. When I ask about cheque book the frequently answer me that they also use cheque book.
Because by ATM card customer cannot withdraw large amount. Another thing that customer
are using cheque book because it is transferable.
11. Prime bank ltd allows their customer only 20000Tk to withdraw money by using ATM card in a
day. Thats why some of customers are not satisfied.

So from all findings we can say that without some specific case Prime bank ltd almost covered
their customer requirement and expectation. That much they did not, hope fully cover very near
future to reach the core of customer heart.
CHAPTER 05: RECOMMENDATION AND CONCLUSION
5.1 Recommendations
I had the practical exposure in Prime Bank Ltd. Motijheel Branch for just three months, with my
little experience in the bank in comparison with vast and complex banking system, it is very
difficult for me to recommend. I have observed some shortcomings regarding operational and
other aspects of their banking. On the basis of my close observation I would like to propose the
following recommendations

Improve office atmosphere to give customer friendly feeling.


Provide intimate attention to your customers needs.
Customers convenience will be of Top priority.
Fast Service Policy should be introduced. So that everybody get faster service.
The bank should try to arrange more training programs for their officials. Quality training will

help the official to enrich them with more recent knowledge of banking and improve their skill.
Over burden of work and ill defined assignment unable the employee to discharge their duties

in cool manner. It is also creates a hazardous situation in the work process. So all the
employees should be assigned with proper and specific assignment.
Time consumed in servicing customers is minimized.
Develop communication skills.
Help new entrepreneurs to formulate business plans.
PBL provide a lot of ATM booth for their client. But problem is that some time technical
problems are occurring. So they should look after it carefully.

PBL should provide a specific information desk in all branches for customers

5.2 Conclusion
The Bank is committed to being a sophisticated prominent and professional institution, providing
a one window service to its customers. During the first five years Prime Banks strategy was
focused on continuing in provident of internal procedures and operating structures, to have a
greater control on the quality of our business and to provide better management direction. After
five years of working on the Banks structure, its culture and controls, the management is
confident that the Bank can move forward on a rapid growth path. The PBLs corporate
philosophy is to build its non-funded fee and commission income stream, thus reducing its
reliance on interest income alone.
We can say that without some specific case Prime bank ltd almost covered their customer
requirement and expectation. That much they did not, hope fully cover very near future to reach
the core of customer heart. So, yes customers are satisfied with banking service and ATM service
of Prime Bank Ltd. The report attempts to show the summarized picture of Customer satisfaction
of Prime Bank LTD. The results of our study and observation on the given topic Customer
satisfaction on overall banking services Of PBL. After collecting information I have learnt that
they are reached the maximum customer satisfaction level by providing many functions in
banking transactions. Prime Bank LTD. is that one kinds of bank that deals different functions in
different customer or clients. Its dedicated customer service canters are staffed with experienced
specialists to ensure that their entire customers are well served.
CHAPTER 06: Bibliography and Appendix
Books and publications:
1.
2.
3.
4.
5.

Book of banking policy by different writers.


Foundation Training Book of Prime Bank Limited.
Prospectus of prime bank ltd.
Annual Report 2010 of Prime Bank Limited.
Some articles of banking award.

Websites:
1. www.primebank.com.bd
2. www.wikipedia.com

6.2 Appendix
Questionnaire:
Sample questions for survey
Topic: Customer satisfaction on banking service of prime bank Ltd.
1. Name _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
2. Sex
a) Male b) Female
3. Age
a) 20-30 Years b) 31-50 Years c) 51-70 Years
4. Occupation
a) Student b) Service c) Business d) Others _ _ _ _ _ _ _ _
5. What is your monthly income?
a) Below 10000

c) 20000-30000

b) 100000-20000

d) 300000 & More

6. Is there any reason behind choosing Prime Bank Ltd for open a bank account?
a) More secured
b) Better service, Faster & Simplicity
c) Coverage in wide area
d) Low maintenance cost e) others (specify).
9. I thing that Prime Bank Ltd is charging a reasonable service charge.

a) Agree b) Strongly Agree c) Disagree d) Strongly Disagree


10. If disagree, how much charge you want to pay in a year for overall banking service?
..
15. Do you use chequebook for withdraw money?
a) Yes b) No
16. What is the reason behind using chequebook instead of ATM card for withdraw money?
a) Larger amount can withdraw at a time
b) Cheque is transferable
c) Technical Problem may occur in ATM booth
d) Others (specify)
7. Are you satisfied about the online banking services of Prime Bank Limited?
a) Yes b) No
14. How many times you use ATM booth in a week?
a) 1-3 times b) 4-6 times c) 7-9 times d) More than 9 times
17. What is the maximum amount you can withdraw in a day by using ATM card?
_________________________
18. Are you satisfied to withdraw this amount by using ATM card?
a) Yes b) No
12. Do you feel any hassle of using ATM card?
a) Yes b) No

13. If yes, mention the reason of your inconveniences


a) Shortage of ATM booth
b) Stand in a long queue
e) Technical defects of ATM Machine
d) Others (specify).
11. How satisfied are you with the internet banking service?
a) Very Satisfied

b) Satisfied

c) Neutral

d) Dissatisfied

e) Very Dissatisfied

8. I think Prime Bank Ltd is providing excellent service from the beginning.
a) Agree b) Strongly Agree c) Disagree d) Strongly Disagree
19. Do you want to attach any special feature to improve the services?