Chapter One: Introduction

1.1. Introduction
General Banking is an operational function of the bank which consist of management of
deposit, cash, clearing house, bills, account opening, security instrument handling, customer
services, locker facilities and other ancillary services of the bank besides Advance and Foreign
Trade. The role of General Banking functions is to ensure an efficient customer service
system, to foster coordination among various functional areas of the Bank, to frame guideline
in the light of the regulatory instructions and to ensure compliance of the legal obligations in
executing banking business. General Banking Department is considered as the direct
customer service center and it is the starting point of all the Banking Operations.
1.2 Origin of the study
Being a student of Bachelor of Business Administration (BBA), everyone must conduct a
practical orientation in any organization for fulfilling certain requirements of the three
months Internship Program. The main purpose of the program is to expose the students to
actual situation. This report is prepared for the internship program composed of a major in-
depth study of the whole banking activities of Modhumoti Bank Limited. The goal of this
analysis is to be able to expose the student in the organizational work situation and also to
provide an opportunity for applying academic learning in practice. I like to complete
Internship in a most respected Bank, which would end up being helpful for my long-term
professional career. I got the chance to perform my internship in Modhumoti Bank Limited.
It has been three months lengthy practical orientation program. This particular report is
originated since the requirement of Modhumoti Bank Limited as well as completion of my
graduation.
1.3 Objectives of the Study
1.1.1 General objective:
 General objective is to prepare and submit a report on the topic “General Banking”.
 To get idea about the relationship between real life learning and theoretical learning
of MMBL.
1.1.2 Particular Objective:
 To get knowledge about how commercial bank works.
 To understand entire branch banking procedures.
 To understand how other departments of the branch function.

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1.4 Scope of the Study
This report is based on my practical work experience with Modhumoti Bank Limited. It will
also help the students to reduce the distinction between realistic and hypothetical
knowledge. This report significantly helped me a lot to understand the atmosphere and
environment of an organization. As I am an internee of MMBL, I have access to many different
sectors like account opening, clearing, cheque division, pay order writing, accounts etc. It was
almost impossible for me to learn everything about all banking sectors as it was a large
financial sector with limited time.
1.5 Limitations of the Study
Current study of this report was limited. But as I was an internee, it was a big chance for me
to know the actions and behaviors of banking system, especially MMBL.I had to face some
obstacles while doing this report. Some of them are given below:
 Lack of Time: As there was only three months to complete the report, it was almost
impossible to cover the performance of the bank fully, where a regular employee gets
awarded after 1 or 2 year of his probationary period.
 Limited data resources: All types of information were not available for access, so it was
not possible to access and summarize them properly. Though I had assistance from other
employees but it was not enough for me due to their high work pressure in the bank.
Some assumptions were made due to limited information, so there may be some
personal mistakes.
 Lack of experience: It was my first time, doing a report on a banking system in a practical
corporate life. So, my limited experience was the main obstacle of this study.
 Privacy of Information: Every establishment has its secrecy that is not shared with
everyone. So, this confidentiality of information was also an obstacle faced in this study.

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Chapter Two: Literature Review

So far research may be conducted on methods to measure as well as improve general banking
actions measuring & making sure of Bank customers, resources of general banking actions. The
examined articles in order to prepare this particular report are the following:

In accordance with, M. S. Khondaker and also M. Z. Mir (2006), General Banking Activities can
be a grossly neglected area for efficiency measurement in virtually all least Developed Nations
(LDCs) around the world and Bangladesh is not any exception.

Rullis, H. (2011), Reason for the research would be to identify customers’ satisfaction with web
banking high quality and customers’ loyalty. Internet banking quality is essential Variables which
influence ownership of web banking as well as customers’ devotion. Research outcomes
identified which general banking users are pleased with banking reliability, banking user
friendliness, general banking quality. Investigation methods utilized: literature evaluation, survey
techniques, descriptive data and variables evaluation.

Naik, C.N.K. (2010), Service Quality is actually pivotal with regard to satisfying clients, retaining
all of them and making loyalty. This investigation uses SERVQUAL to investigate the space
between awareness and expectations from the customer, concerning using the service of retail
units. Five dimensions operating quality – tangibility, reliability, responsiveness, empathy and
assurance happen to be considered with this empirical investigation. General reason for this
research to understand some Parameters that impact customer’s satisfaction. Result associated
with research demonstrated that services provided by retail models have good impact and
therefore are significant within building client satisfaction.

Based on M. K Splash and D. Michael. Mahatma (2005), with better knowledge of General
Banking Actions, companies can determine those things required to satisfy the customers' needs.
They are able to identify their personal strengths and weak points, where they stand compared
to their competitors, graph out path long term progress and enhancement. General Banking
Activity measurement helps you to promote an elevated focus on customer outcomes and
stimulate improvements within the work practices as well as processes used inside the company.

Kotler (1999), furthermore noted that satisfaction can be a function of identified performance
and anticipations which identifies feelings of the person resulting coming from comparing a
products perceived performance in terms of his or her expectations. For many companies and
organizations, obtaining feedback coming from customers and consumers is essential. It gives
you them with any glimpse into what they may be doing right, what they may be doing wrong,
since well as ways that operations and relationships could possibly be improved. But getting and

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organizing this kind of feedback in an easy method it can effortlessly be sorted and bought to the
right people inside the company are frequently challenging.

Levesque. T McDougall, Gary. H. G. (1996), researched on Determinants regarding Customer

Satisfaction inside retail banking, as well as the study investigated the particular major
determinant of customer care and future behavioral intensions inside the retail banking market.
The study pinpoints the determinants offering service quality proportions (e.g. getting hired right
the initial time). Service characteristics (e. g. competing interest rates), program problems,
service restoration and products employed. The study locates, in particular, that service
problems as well as the bank's service recovery ability use a major impact on customer care and
intention to modify banks. However, the outcome does not help the view in which satisfactory
problem recovery contributes to greater customer satisfaction or closer ‘bonding' with the
customer with the particular provider. At finest a satisfaction difficulty recovery leads for the
same level of customer care as when a challenge had not taken place.

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Chapter Three: Methodology

3.1 Framework of the Research

Identifications Collection of Data Analysis &

of Data Sources Data Findings

Preparation of
Final Report

3.2 Classifications of Data

A. Primary Data:
Primary Data Sources: It includes the fresh or completely new data sources collected for
a specific purpose, such as:
 Interviews with departmental head.
 Departmental surveys.
 Observation.
 On the job trainings.
 Practical working experiences.
B. Secondary Data:
Secondary Data Sources: It includes all presented and published information such as:
 Research papers & Articles
 Banking journals
 Banks’ website
 Study materials

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3.3 Limitations of the report:
To prepare a report on the topic like this in a short duration is not easy task. In preparing this
report some problems and limitations have encountered which are as follows:
 The main constraint of the study was insufficiency of information.
 Need more time for this kind of case study.
 Only for internship program authority restricted some issues.
 Some information cannot be provided due to security and other corporate
obligations.
 As the data, in most cases, are not in organized way, the bank failed to provide all
information.
 Due to time limitation, many of the aspects could not be discussed in the present
report.
 Since the bank personnel were very busy, they could not pay enough time.
 Lack of opportunity to access to internal data.
 Only secondary data for preparing this report.
 Lack of news or relative publications.
All the clients whom I interviewed did not want to provide necessary information.

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Chapter Four: Company Overview

4.1. MMBL Overview

Modhumoti Bank Limited is a 4th Generation private commercial bank and commenced its
banking operations on September 19, 2013; serving clients with highest level of integrity,
transparency and quality, hence we call it "Your Access to Success"! The vision of the bank is
to lead the new generation of local commercial banks by excelling in customer delivery
through insight, empower employees, smart use of technology and a full range of highest
quality products and services. It has 43 Branches in all around the Bangladesh. A Branch
recently opened in Pragati Sharani Gulshan in 26th February. The head Office is recently
shifted to Khandoker Tower,98Gulshan Avenue, Dhaka. The Bank Atm Booth location is
around 32 places all over the Bangladesh.
Bank provide the services:
 Opening of Account/ Issuance of Cheque book /Issuance of Statement of Account
/Balance Confirmation Certificate
 Deposit / withdrawal transactions
 Online Service
 PO/DDITT Issue (Local/Foreign)
 Cheque Clearing (Local/Foreign) & Electronic Fund Transfer
 Issue and encashment of Term/Scheme Deposit and mail transfers
 Remittance
 Collection of bills/govt. revenue income/tuition fees
 All types of loan facilities
 LC Issue/ Bank Guarantee Issue/Bill Acceptance
 Issuance of Debit /Credit Card & ATM Service
 Priority Services
 Facility of safe deposit locker
 Sale of Prize Bond, Sanchayapatra, WES Bond etc.
 All other banking facilities as adopted by Head Office.

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4.2. Mission
 Mission of MMBL is given below-
 Provide best services to the clients
 Follow proper rules and regulations
 Maintain proper growth
 Offer best quality service to the customers, using latest technology
 Provide better shareholder equity
4.3. Vision
Their vision is to lead the new generation of local commercial banks by excelling in customer
delivery through insight, empowered employees, smart use of technology and a full range of
highest quality products and services.
4.4. Organization Structure of MMBL

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4.5. Organizational Hierarchy of MMBL

• Managing Director
• Deputy Managing Director
• Senior Executive Vice President
Top Level • Executive Vice President

• Vice President
• Assintant Vice President
• First Assintant Vice President
• Senior Principal Officer
Mid Level • Principal Officer

• Senior Officer
• Officer
• Junior Officer
• Assistant Officer
Lower Level • Office Assistant

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4.6. Product of MMBL
Modhumoti Bank Limited design product strategy for customer like Agriculture banking,
SMEs banking, Retail Deposit, Retail Loan, Modhumoti Credit Card, Agent banking, Corporate
banking, Trade service, International banking, NRB Service.
4.6.1. SMEs Banking
MBBL has already formulated a comprehensive policy on SME financing and made
gradual progress in this sector. The Bank is offering tailor made congenial loan
products and services to accommodate SMEs to full-fill their financial needs so that
it can grow and contribute more to the GDP. At present MBBL have Modhumoti Goti
for starting up small entrepreneurs, Modhumoti Progoti for capital financing,
Modhumoti Agrogoti for working capital financing, Modhumoti Moushumi for
financing seasonal businesses and Modhumoti Labannyo for women entrepreneurs.
a. Modhumoti Goti
Modhummoti goti is a business loan to meet any kind of urgent business needs
for Small enterprises, which provide up to BDT 10 Lac. The full amount will be
allowed without any collateral security, attractive interest rate, suitable EMI
method maximum 3 years easy & quick loan processing, loan takeover facility from
other banks.
b. Modhumoti Progoti
Modhumoti Progoti” is a loan facility for Small & Medium Entrepreneurs to meet
Capital expenditure of business needs up to BDT 500 Lac against registered
mortgages property or FDR. Term loan, lease finance, hire purchase, loan (G), L/C,
LTR etc. as per customer’s requirement.
c. Modhumoti Agrogoti
Modhumoti Agrogoti is a loan facility for Small & Medium Entrepreneurs, to meet
working capital of business needs, Modhumoti Agrogoti is offering up to BDT 500
Lac loan against registered mortgages or FDR.
d. Modhumoti Moushumi
Religious, cultural festivals and seasonal aspect create additional business
opportunities for Small and Medium Enterprise (“SME”) customers. In order to
make sure that SME customers do not miss any opportunity from various festivals
and seasonal events, Modhumoti Moushumi is a loan facility for Small & Medium
Entrepreneurs.

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 e. MODHUMOTI LABONNYO
Modhumoti Bank Limited (MMBL) recognizes the need for introducing a
specialized loan product solely geared to catering the need of women
entrepreneurs. Therefore, it has introduced “MODHUMOTI LABONNYO” for SME
women enterprise to meet up their business expenses up to Tk 50.00 lac as a
tribute to women entrepreneurs and to help strengthen women entrepreneurs’
business in a supportive manner.
4.6.2. Retail Banking
Retail sector are developing at a fast pace in the light of sheer scale of saving and
lending prospects. Now-a-days a bank without retail banking facilities is hard to
imagine. Retail saving and credit are of the promising sectors of the banking industry
with high potential growth, as there is a decreasing trend in demand as well as
interest rate in corporate sector, in the other hand increasing tendency of enjoying
lifestyle by middle class and higher-middle class segment of the society.
a. MODHUMOTI FREEDOM FIGHTERS
It is an interest-bearing local currency savings account for the Honorable Freedom
Fighters who are treated as privilege banking customer. In every branch there will
be a special counter/privilege lounge for the freedom fighters and extra care and
service to be ensured for them. In time of opening saving a/c, Freedom Fighters
can avail 0.25% extra interest from regular savings rate, free smart debit card
facilities, no service charge except Govt. excise duty.
b. MODHUMOTI Pathshala
School Banking Account is an interest-bearing local currency joint savings account
for school going children aged up to 18 years under School Banking for minors,
which is operated by their guardian/parent till they become adults.
c. MODHUMOTI SALARY ACCOUNT
Modhumoti Salary Account’ is a savings account in nature specially designed for
the salaried individuals where his/her salary account is maintained with us.
Modhumoti Salary Account is an individual account for employees of different
MNCs, LLCs, Mid Local Corporate, NGOs, Large and Reputed Proprietorship &
Partnership Firm (Except for Foreign Nationals).
d. MODHUMOTI TARUNNO
MODHUMOTI TARUNNO savings account is an interest-bearing local currency
savings account for students of colleges & universities aged 18-25 years.

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4.6.3. Retail Loan
Modhumoti Bank Limited has introduced different personal lifestyle products i.e.,
personal loan, home loan, auto loan considering the fixed income individuals.
4.6.4. Modhumoti Credit Card
Modhumoti Bank furnished different products under three types, such as VISA
Classic, VISA Gold and VISA Platinum with lower annual fee and competitive interest
rate in the current card industry of the country.
a. VISA Dual Platinum Card
The fabulous & prestigious VISA Platinum Credit card has a limit facility as far as
you desire for. It can be used both locally & internationally at any VISA certified
ATM/POS/Ecommerce/Bank POS outlets with the credit limit facility up to BDT
20,00,000.00 or USD 25,000 (Credit limit shall be sanctioned as per credit card
policy of MMBL).
b. VISA Dual Gold Credit Card
The Gorgeous VISA Gold credit card can be used both locally & internationally at
any VISA certified ATM/POS/E-commerce/Bank POS outlets with the limit credit
limit facility Up to BDT 5,00,000.00 or USD 6,000.
c. VISA DUAL CLASSIC CREDIT CARD
The colorful VISA Classic Credit card can be used both locally & internationally
at any VISA ATM/POS/E-commerce/Bank POS outlets with the Credit Limit
facility up to BDT 75,000.00 or USD 1,000.00.
4.6.5. Agent Banking
Agent Banking means providing limited scale banking and financial services to the
underserved population through engaged agents under a valid agency agreement,
rather than a teller/cashier. It is the owner of an outlet who conducts banking
transactions on behalf of a bank.
4.6.6. Corporate Banking
Modhumoti Bank Limited provides the credit facilities to finance current assets and
loans to finance fixed assets in the form of Working Capital Finance, Capital
Machinery Finance, and Real Estate Finance, Work order Financing/Construction
Business, Import and Trade Finance
4.6.7. Trade Services
Facilitating International Trade through Import and Export financing is one of the key
activities of the Bank. The environment in banking industry has become highly
competitive and banks are now exposed to various types of financial and non-
financial risks. Risks have become multidimensional especially in Foreign Exchange
business.

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 Regular Trade Regular Trade Regular Trade Services
Services Services Products
Products Products
Letter of Credit EDF Loan IMP Reporting
Back-to-back letter Cash Incentive Financing EXP Reporting
of credit
Shipping guarantee Demand Loan Web Based Reporting to
Bangladesh Bank
Packing Cash Credit Return & Statements
Export LC Matching Bill of Entry with IMP,
TM, From-C reporting
Letter of Guarantee SWIFT Operation

4.6.8. Modhmoti Probash Cash

Modhumoti Bank Limited helps remittance balance of payments, increasing foreign
exchange reserves, enhancing national savings and increasing velocity of money. It
affects almost all the macro-economic indicators of a country positively.

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Chapter Five: Data Analysis & Findings

5.1. Benefit Scheme of MMBL

Modhumoti Bank Limited Banks that develop a data-driven, customer-focused bank
pricing strategy are better positioned to use pricing as a competitive advantage across
market and customer segments, as well as the entire portfolio of deposit, lending, and
transaction products and services. So, the bank provides prestigious interest, consulting
fees, commission for deposit and credit.
5.1.1. Types of Deposit

Category Proposed Interest

Rate
Modhumoti Salary Account (NIL Balance) 4.00%
General Savings Account (Min. Balance Tk. 1,000.00) 5.00%
Modhumoti Tarunno Savings Account (Min. Balance Tk. 1,000.00) 6.00%
Modhumoti Pathshala School Banking Savings Account (Min. Balance 6.00%
Tk. 100.00)
Modhumoti Freedom Fighters Savings Account (Min. Balance Tk. 6.00%
1,000.00)
Modhumoti Labonnyo Savings Account (Min. Balance Tk. 6.00%
1,000.00)
Modhumoti Borshian Savings Account (Min. Balance Tk. 5,000.00) 6.00%
Special Corporate Deposit Account (Min. Balance 10 Crore) 8.00%
High Performance Savings Account (Min. Balance 1 Crore) 9.25%
Corporate Saver’s Account (Min. Balance 1 Crore) 5.00%
Current Deposit (Min. Balance Tk. 1,000.00) 0.00%

5.1.2. Special Notice Deposit (SND)

Category Rate
Below Tk. 1.00 Crore 3.00%
Tk. 1.00 Crore to Below Tk. 25.00 Crore 3.00%
Tk. 25.00 Crore to Below Tk. 50.00 Crore 3.00%
Tk. 50.00 Crore to Below Tk. 100.00 Crore 3.50%
Tk. 100.00 Crore and Above 4.00%

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5.1.3. Fixed Deposits

5.1.4. General Customers

5.1.5. DEPOSIT SCHEME (For Modhumoti Labonnyo Account Holders)

5.1.6. DEPOSIT SCHEME (For Modhumoti Freedom Fighters Savings Account)

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5.1.7. Trade Finance/Commercial lending

5.1.8. Consumer Credit

5.1.9. Modhumoti Home Loan

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5.2. Modhumoti Bank Limited Advertising
Modhumoti Bank is the action of calling public attention and informs the consumers
about the banking product and service. Generally, focus on-
 SME banking
 Agricultural loan
 Agent banking
 School and University banking
 Special offer for credit card
 Special service for Freedom Fighter
 Rural Banking opportunity
5.3. Online Promotion
Modhumoti bank limited does Internet promotion mainly by social networking site
Facebook. They regularly post pictures of the promotional or a new promotional offer,
answer the question of the customer and even try to solve the customer complain. They
have a website where they post about their recent updates and most demanded
products and Service.

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5.4. Public Relation and Publicity
Modhumoti Bank Limited has corporate social responsibility, commonly abbreviated
‘CSR is a corporation’s initiatives to assess and take responsibility for the company's
effects on environmental and social wellbeing. So, the bank contributes to-
 Father of the Nation Bangabandhu Sheikh Mujibur Rahman Memorial Trust 20.00
(Million BDT).
 Prime Minister’s Relief Fund 7.50 (Million BDT).
 Contribution for development of girls’ education 1.00 (Million BDT).
 Donation to the families of the deceased policemen who were killed in 2.00(Million
BDT) terrorist attacks at Gulshan, Dhaka and Sholakia, Kishoreganj.
 Donation to a bank-employee for treatment 0.30 (Million BDT) conduct relief work
directly through branch officials in Shibchor, Madaripur.

5.5. General Banking Process of MMBL

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5.6. Opening a Saving Bank Account

5.7. Physical Evidence

Modhumoti Bank Limited, physical evidence is the material part of a service. Strictly
there are no physical attributes to a service, so a consumer tends to rely on material
cues. Modhumoti Bank physical evidence are-
 Signage
 Financial Reports
 Tangibles- Pens, Writing Pads to the internal customers
 Passbook and Cheque books to the customers
 Billboards and Hoardings
 Corporate Tagline - “Your Access to Success”

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5.8. Problems Identified
As Fourth generation bank, the strategies of Modhumoti Bank Limited can’t provide
effective internet banking services. Most of the private banks encourage the customer
to use internet banking service. Now a day, mobile banking is one of the popular financial
services. Modhumoti Bank Limited has no mobile banking facility. Mohdumoti Bank
Limited has 35 branches and ATM booths, but most of the 18 branches are in non-
economic and rural location. Most people in the village are not interested in the bank's
investment, borrowing due to their seasonal business. There is no dynamic and effective
plan to implement Advertisement and Online Marketing (Credit card, Loan, different
traditional festival offers). The bank has the tendency to invest low amount in promotion.
It is difficult to attract and offer customer about banking products and services.
Generally, 10/12 Employees are required in the urban branch, but only 6/7 Employees
are found at the urban Branch of Modhumoti Bank and for this reason service process is
slow. So, the urban branch does not provide the expected service to most of the valued
customers.

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Chapter Six: Conclusions & Recommendations

6.1. Conclusions
Banking sector called the heart of the economy. After the liberation war, banking sector
helps our economy moving forward. Bangladesh is mainly cashed based society. But days
are changed. Peoples are getting more used to with bank. For Getting a change the new
generations corporate Banking shaped much better. The Banks are focused on Corporate
Banking because of more profit and give a better economy Services. Here Modhumoti
Bank have a wide range of Corporate clients and also, they are providing an extreme
good service to their clients. There are some changing situations on corporate banking
where clients have also started using other services from the same bank beside their
corporate transactions. Because of the more profit and easy way of today’s
communication and trade services Modhumoti Bank Limited focused on corporate
Banking. They are savings their fund, taking loans etc. Bank is essential for every country.
They provide loans, gives security to our savings. People took loans from them, and start
business. Commercial banking sector is developing day by day, but their service is not.
Customers now a day are smarter. They always try to find out the better one. So, need
to offer best service at affordable cost. That’s why government needs to impose
regulation. So that every bank can came under one umbrella. Their services need to be
more mid-level and lower income level peoples. So that they can get easily loans and
services. Our country banking system is lack of skilled peoples. There is no proper training
for bankers. This needs to be changed. The rural peoples are depriving from all of the
facilities. Rural peoples are suffering most. Modhumoti Bank is working for them. They
are providing loans the rural peoples. Peoples are stating new business and many more
things. So, they are economically developing day by day. However, clients are increasing
day by day. So that bank needs to open more branches in rural area. Agriculture and
Commerce Bank and Modhumoti Bank. I hope peoples will be more benefited through
new services. They will open more branches soon. In findings we found out that they
need to be more concerned for training program. If they trained their employee well,
they will be benefited.

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6.2. Recommendations
There are few recommendations for Modhumoti bank they are-
 Modhumoati bank employees need to be more organized, because they are not
well organized.
 For new and existing employee, bank should provide training program. So that they
can easily cope up with the environment.
 Modhumoti banks need to concerned more on proper advertising. Because too
many peoples don’t know about their offerings.
 Need to established more agent banking service in rural area, need to open more
branch.
 Bangladesh Bank Have to be more concern to give permit to different banks to
begin special sector of banking which will be an extraordinary assistance for
restricted zone.
 If more specialists banking is built up then the rustic territory individuals can get
familiar
 with the financial items and administrations which will be useful for the nation.
 Proper financial administrations and items ought to be accessible on operator
banking.
 They need to concern more about their online security system. Their server is not
that much strong.
 All the banking services need to provide in agent banking. So that customer can get
proper banking services.
 They need to start mobile banking.
 More peoples need to recruit for rural area and agent banking services.
 Need to gain more customers trust, by providing better services they can gain more
trust.
 If once trust is built, it will be helpful to gain more.

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