1.

0 Introduction:

1.1 Origin

An internship is an opportunity to integrate career related experience into an undergraduate education by

participating in planned, supervised work. It is a pre-requisite to obtain BBA degree. Only after preparing
& submitting the report this program becomes completed. With this requirement, after completion of forty
academic courses the 14th intake of BBA program was instructed to start internship by the School of
Business, Bangladesh University of Business & Technology (BUBT). An Internship position at Trust Bank
Limited was acquired and topic of the report was proposed to the supervisor of my internship program, Md.
Aslam Uddin. With his approval and conscience this report was prepared.

1.2 Broad objective

The main objective of this report is to understand customer perception about Retail Banking of Trust
Bank Limited (TBL).’’

1.3 Specific objectives

There are some parts that are needed to fulfill the general objective which are known as specific
objective. These are -

• To identify the various products of the Retail banking unit of Trust Bank Limited.
• To measure the customer perception about different products of Retail Banking unit of
Trust Bank Limited by questionnaire survey
• To evaluate the market position of Retail banking unit of Trust Bank Limited
• To identify some major weaknesses and problems faced by Trust Bank Limited in respect
of Retail banking unit.

1.4 Scope of the Study:

1
Scope of the study is quite clear. Since TBL is dealing with all types of banking activities in the bank, this
report has been prepared through my work experience, discussing with my mentors in specific desk , and
my acquired knowledge, Studying these core themes, Opportunities are there to learn other aspects of
RETAIL or Consumer matters. Market positions along with other facts and figures were
gathered from research reports conducted by me, on behalf of Trust bank LTD.

Methodology:

1.5.1 Type of research:

In this report descriptive research is used. In home personal interviewing method has been used to
conduct this research.

1.5.2 Sources of data

In this report all necessary information are collected from both sources of data.

The sources are as follows:

1.5.3 Primary sources:

Data originally collected for an investigation are known as primary data. The primary data has been
collected by using questionnaire survey to the clients of Retail banking unit of Trust Bank Limited (TBL),
Mirpur Branch.

1.5.4 Secondary sources:

The data which are collected for some earlier research work and are applicable or usable in the study.
Secondary information required for the industry part and organization part was collected from the annual
report and website of Trust Bank Limited (TBL).

1.6 Data collection procedure:

2
 1.6.1 Collection of Primary Data:

• Questionnaire survey
• Observation
• Face to face interview with questionnaire survey to the customers of Trust Bank Ltd.

Collection of Secondary Data:

• Annual report of Trust Bank Ltd. (2009 to 2010)
• Website of Trust Bank Ltd.
• Organizational broachers

1.6.2 Population:

The population of the study is the clients of Retail Banking Unit of Mirpur Branch.

1.6.3 Sample size:

50 Peoples have been taken from Mirpur for this study.

1.6.5 Sampling technique:

Non probability convenience sampling technique is used to conduct this study.

1.6.6 Research instrument (Questionnaire):

Questionnaire is very flexible and easy to collect answer than other instrument. So I choose questionnaire
research instrument to collect primary data for the report. All details about questionnaire are given below:

 No of question: 20 questions are in the questionnaire

 Questionnaire format: structured
 Font size: 11
 Required time to complete answers of questionnaire: 15-20 minutes

1.7 Limitations of the Study:

3
There are some limitations of the report and therefore it may lack some crucial data. In preparing the
report I faced some problems, which are as follows:

 The main constrain of the study was insufficiency of information, which was
required for the study. There are various information the bank would not provide
due to security and other corporate obligations.
 Due to time limitation many of the aspects could not be discussed in the present
report. Learning all the functions within just 90 days is really tough.
 Since the bank personnel were very busy, they could not provide enough time to
me.
 Lack of opportunity to visit more than one branch.

2.0 OVERVIEW OF TRUST BANK LIMITED

4
2.1 ABOUT TRUST BANK LIMITED

Trust Bank Limited is one of the leading private commercial banks having a spread network of 53
branches and 7 SME center across Bangladesh and plans to open few more branches to cover the
important commercial areas in Dhaka, Chittagong, Sylhet and other areas in 2010. The bank, sponsored
by the Army Welfare Trust (AWT), is first of its kind in the country. With a wide range of modern
corporate and consumer financial products Trust Bank has been operating in Bangladesh since 1999 and
has achieved public confidence as a sound and stable bank.

In 2001, the bank introduced automated branch banking system to increase efficiency and improve
customer service. In the year 2005, the bank moved one step further and introduced ATM services for its
customers.

Since bank’s business volume increased over the years and the demands of the customers enlarged in
manifold, our technology has been upgraded to manage the growth of the bank and meet the demands of
our customers.

In January 2007, Trust Bank successfully launched Online Banking Services which facilitate Any Branch
Banking, ATM Banking, Phone Banking, SMS Banking, & Internet Banking to all customers. Customers
can now deposit or withdraw money from any Branch of Trust Bank nationwide without needing to open
multiple accounts in multiple Branches.

Via Online Services and Visa Electron (Debit Card), ATMs now allow customers to retrieve 24x7 hours
Account information such as account balance checkup through mini-statements and cash withdrawals.

5
Trust Bank has successfully introduced Visa Credit Cards to serve its existing and potential valued
customers. Credits cards can now be used at shops & restaurants all around Bangladesh and even
internationally.

Trust Bank is a customer oriented financial institution. It remains dedicated to meet up with the ever
growing expectations of the customer because at Trust Bank, customer is always at the center.

2.2 Vision & Mission of Trust Bank

VISION:

We aim to provide financial services to meet customer expectations so that customers feel we are always
there when they need us, and can refer us to their friends with confidence. We want to be a preferred bank
of choice with a distinctive identity.

MISSION:

Our mission is to make banking easy for our customers by implementing one-stop service concept and
provide innovative and attractive products & services through our technology and qualified human
resources. We always look out to benefit the local community through supporting entrepreneurship, social
responsibility and economic development of the country.

POSITIONING STATEMENT:

Trust Bank is a contemporary, upbeat brand of distinctive quality of service and solution that offers a
rewarding banking experience as preferred choice of banking partner every time, every where.

OUR VALUE:

1) Trustworthy

2) Dependable

3) Reliable

4) Professional

6
 5) Dynamic

6) Financial inclusion

2.3 PERFORMANCE OF THE BANK

TBL a blend of expertise and technological excellence is in place to meet varied needs of modern
customers. The bank aims at mobilizing untapped money of the country and prudent deployment for
productive activities in the form of lending at a competitive interest rates/loan pricing. Towards
attainment of its goals and objectives, the bank pursues diversified credit policies and strategic planning
in credit management. To name a few, the bank has extended micro credit, consumers durable scheme
loans, house building loans etc. to cater to the needs of the individuals, which in turn has helped
thousands of families. The bank also extends loan in the form of trade finance, industrial finance, project
finance, export & import finance etc. The bank’s credit polices aimed at balanced growth and harmonious
development of all the sectors of the country’s economy with top most priority to ensure quality of
lending by averting growth of non-performing assets.

2.4 BRANCHES

Trust Bank Limited now continues its operation with 53 branches and 7 SME center across the country.
The management is feeling that they need more branches all over the Bangladesh to provided ardent
services to more clients. In association of this view, TBL has taken up a program to expand its branches
in commercially important areas within the country in near future.

7
2.5 O RGANOGRAM OF TRUST BANK LIMITED, MIRPUR BRANCH

MANAGER

SUB-MANAGER

Remittance

Islamic Banking

Credit Division
Cash-In-

Sanchaypatra
Opening
Charge

Account

Division

Clearing
Card

&

FCAD
SME

FDR
2.6 MANAGEMENT OF THE BANK

Chairman

l
Vice-Chairman ve
Le
Board of Director p
To

Company Secretary

Managing Director (MD)

t
en
Deputy Managing Director (DMD) m
e
Executive Vice-President (EVP) ag
an
Senior Vice-President (SVP) M
l
ve 8
Vice-President (VP)
Le
ve
uti
ec
 Senior Assistant Vice-President
(SAVP)
Assistant Vice-President (AVP)

Senior Executive Officer (SEO)

l
Executive Officer (EO)
ve
Le
Principal Officer (PO) d
t
Mi
Senior Officer (SO) en
m
e
Management Trainee Officer
ag
(MTO)
an
Junior Officer (JO) M
l
ve
2.7 CORPORATE INFORMATION OF THE TRUST BANK LIMITED
Le
w
LEGAL FORM Lo

The company was incorporated on 17 June 1999 under the Companies Act 1994 as a public company
limited by shares for carrying out all kinds of banking activities.

Registration Number & Date C-37960(2260)/99,

17 June 1999
Sponsor Shareholders Army Welfare Trust
Certificate of Incorporation Received on 17 June 1999
Certificate of Commencement of Business Received 17 June 1999
on
Banking Licenses Received on 15 July 1999
First Branch Licenses Received on 9 August 1999
Formal Inauguration on 29 November 1999
Corporate Web Site www.trustbank.com.bd
Email info@trustbanklimited.com

INITIAL PUBLIC OFFERING

Publication of prospectus 17 May 2007

9
Subscription Opening 15 July 2007
Subscription Closing 19 July 2007
Listed With Dhaka Stock Exchange (DSE) on 25 September 2007
Listed With Chittagong Stock Exchange (CSE) on 24 September 2007
Commencement of Trading of Shares at DSE 01 October 2007
Commencement of Trading of Shares at CSE 01 October 2007

3.0 RETAIL BANKING OF TRUST BANK LTD.

3.1 INTRODUCTION OF RETAIL BANKING

Retail banking is banking that provides direct services to consumers. Many people with bank accounts
have their accounts at a retail bank and banks that offer retail banking services may also have merchant
and commercial branches that work with businesses. For people with high net worth and special banking
needs, private retail banking services may be pursued. These offer a high level of service with a number
of options that are not available to average members of the public.

The most basic retail banking services include savings and checking accounts. Most retail banks,
however, try to make themselves into a one stop shop for banking customers. This increases customer
retention and loyalty, ensuring that the bank has a steady supply of customers. Expanding banking
services also provides more opportunities for the bank to turn a profit.

Retail banking refers to banking in which banking institutions execute transactions directly with
consumers, rather than corporations or other banks. Services offered include: savings and transactional
accounts, mortgages, personal loans, debit cards, credit cards, and so forth.

3.2 IMPORTANCE OF RETAIL BANKING

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Consumer credit program is an important development scheme in the banking sector in most of the
developing economics. Retail banking through its consumer finance products facilitates the consumers by
enhancing their purchasing power which in terms contributes in creating demand in market.

TBL retail banking has diversified products covering consumer durables to education. In addition to the
financing sector TBL, RBU has also introduced different deposit products to encouraging savings
behavior of the society.

Before allowing any facility to an individual, bank obtains some up to date documents like gas bill,
electricity bill and telephone bill to evaluate the consumer repayment behavior, TIN certificate to focus
individual income, Insurance coverage and registration of the vehicles to justify the genuineness of the
ownership which assist a lot to earn sizable revenue for the government. It also edifies the mass people to
be punctual and honest citizen of the land.

3.3 SCOPES OF RETAIL BANKING

 Rise of the middle class

 Increasing saving attitude

 Rise of confidence towards Banks

 Disposable income on the rise

 Upward lifestyle trend – growing consumerism

 Increasing financial requirement

 Higher profitability for the bank and brand identity

 Huge untapped market for retail loan

 Huge number of high net worth TBL customers are availing retail loans from other banks.

3.4 OBJECTIVES

 To motivate common people to save their small surplus money with a reasonable return.

11
  To make the people highly banking minded

 To sell our services to a wide range of customers and increase our Retail Credit portfolio.

 To provide financial assistance to the limited income group for buying household durables and
utility products.

 To help the professionals in raising their standard of living.

 To participate in the socio economic development of the country.

3.5 IMPORTANCE FROM THE BANK ’S PERSPECTIVE

 It is more remunerative to the Bank.

 Here the customers are not much price sensitive, as in case of commercial loans.

 Risk is diversified.

 Spread is much higher than commercial lending.

 Loan is gradually recovered by installments and fund can be recycled.

3.6 PRODUCT & SCHEDULE OF RETAIL BANKING ON TRUST BANK LIMITED

There are mainly 12 products in retail banking on Trust Bank. These are given below:-

I. ANY PURPOSE LOAN

II. CAR LOAN

III. HOUSE HOLD DURABLES

IV. APON NIBASH LOAN

V. DOCTORS LOAN

VI. MARRIAGE LOAN

VII. EDUCATION LOAN

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VIII. TRAVEL LOAN

IX. HOSPITALIZATION LOAN

X. CREDIT CARD

XI. LOAN AGAINST TRUST MONEY DOUBLE SCHEME.

FOR GENERAL PERSON:

I. ANY PURPOSE LOAN:

TBL have so many needs, some are attainable with our means & standing and some are unattainable. The
unattainable needs can be met by TBL. "Any Purpose Loan'

ELIGIBILITY FOR ANY PURPOSE LOAN :

 Confirmed employee of the Govt. Organizations/ Semi-Government Organizations / Autonomous

Bodies / Multinational Companies / Banks /Insurance companies / Educational Institutions /
Corporate Bodies

 Supportive cash flow to repay the loan

 Maximum age limit of the borrower – 60 yrs; in exceptional case, MD can relax the age limit up
to any age depending on the merit of the case.

For Any Purpose Loan

Loan Limit: Tk. 0.5 lac -5.00 lac
Interest Rates (%) 17%
Down Payment / Equity N/A
Loan Period / Tenor 1 – 4 years
Risk Fund Nil

II. CAR LOAN:

13
Now a car is no longer luxury but necessity. Moreover, a car is more than a symbol of prestige. TBL
offers you to materialize your dream of owning a car through TBL car loan facility.

ELIGIBILITY FOR CAR LOAN APPLIED BY THE EMPLOYEES OF:

A. FOR NEW AND RECONDITIONED CAR

 Confirmed Service holders, Businessman, Professionals

 Supportive cash flow to repay the loan

 Maximum age limit of the borrower – 60 yrs; in exceptional case, MD can relax the age limit up
to any age depending on the merit of the case.

B. FOR MICROBUS, MINIBUS & TRUCK

 Corporate bodies

 Individual(s) with supportive cash flow to repay the loan

 Maximum age limit of the borrower – 60 yrs; in exceptional case, MD can relax the age limit up
to any age depending on the merit of the case.

For New & Reconditioned Car

Loan Limit: Tk.2.00-20.00 Lac
15%(New),
Interest Rates (%)
16%(Reconditioned)
Down Payment / Equity 20%
Loan Period / Tenor 1 – 5 years
Risk Fund Nil

14
 For Microbus , Minibus & Trucks
Loan Limit
Interest Rates (%)
Down Payment / Equity
Loan Period / Tenor
Risk Fund
Tk.2.00-15.00 Lac(Microbus),
Tk.2.00 – 50.00 Lac(Minibus & Trucks)
16%
20%
1 – 3 years(Microbus) ,
1 – 5 years(Minibus & Trucks)
Nil

III. HOUSE HOLD DURABLE SCHEME LOAN:

Need are constantly changing phenomena in human life to improve the standard of living. Sometimes
your saving is not good enough to meet your requirements. At, the Trust Bank, we take care of your
financing needs and you can trust on us as your financial partner indeed.

ELIGIBILITY FOR HOUSE HOLD DURABLE SCHEME LOAN APPLIED BY THE EMPLOYEES OF:

 Confirmed Service holders, Businessman, Professionals

 Supportive cash flow to repay the loan

 Government/Semi Government/Autonomous bodies

 Sector Corporation

 Non-Government organizations

 Multi-national companies

 Banks/Financial institutions

 Educational institutions

 Maximum age limit of the borrower – 60 yrs; in exceptional case, MD can relax the age limit up
to any age depending on the merit of the case.

For House Hold Durable Scheme Loan

Loan Limit: Tk. 0.5 lac -5.00 lac
Interest Rates (%) 17%
Down Payment / 30%
Equity
15
 Loan Period / Tenor 1 – 4 years
Risk Fund Nil

IV. APON NIBASH LOAN:

TBL offers Apon Nibash (House Finance) with easy repayment schedule matching your affordability. It
have unlimited options of choosing your home with limited means and standing. Here, TBL Apon Nibash
helps to match long cherished dream.

ELIGIBILITY FOR APON NIBASH (HOME FINANCE) LOAN :

Maximum age limit of the borrower – 60 yrs in exceptional case, MD can relax the age limit up to any
age depending on the merit of the case.

Employees of:

 Confirmed employees of govt./Autonomous body

 Confirmed employees of financial institution

 Confirmed employees of different Public Limited Company/Private Limited company having

Corporate Structure

 Teachers of any school/college/university

Professionals

 Doctors /Medical Professionals

 Engineers

 Accountants

 IT Professionals

 Management Consultant

16
Self Employed

 Businessman (in business at least for five years)

For Apon Nibash Loan

Loan Limit: Tk.upto 75.00 lac
Interest Rates (%) 13%
Down Payment / Equity 40% (for Construction)
30%(for New apartment)
Loan Period / Tenor Up to 20 years
Risk Fund Nil

V. DOCTOR’S LOAN:

Medical is a noble profession which is evolving fast. In a country like ours it is important to be a part of
those changes as we cannot afford to be lag behind. Keeping that in mind and with a vision to support and
promote health services, TBL is at your side with our Doctors' Loan.

ELIGIBILITY FOR DOCTOR’S LOAN APPLIED BY THE EMPLOYEES OF:

 General Practitioner, FCPS & MBBS Doctors/dentists or Specialist Doctors having a Post-
graduate degree and specialization in a particular area of treatment such as Medicine Specialist,
Eye Specialist, ENT Specialist, cardiac surgeon/specialist etc. having 5 years experience as
specialist.

 Maximum age limit of the borrower – 60 yrs; in exceptional case, MD can relax the age limit up
to any age depending on the merit of the case.

For Doctor’s Loan

Tk. 1.0 lac -5.00 lac (General Practitioner
Loan Limit MBBS/BDS),
10 lac (Specialized Doctor)
Interest Rates (%) 17%
Down Payment / Equity Nil
Loan Period / Tenor 1 – 5 years
Risk Fund Nil

VI. MARRIAGE LOAN:

Tying the marital knot is an event of a life time and its celebration and memories should last forever. TBL
"Marriage Loan" will help you to arrange celebrate the marriage in style.

ELIGIBILITY FOR MARRIAGE LOAN:

17
  Employees of confirmed service holders, Businessman, Professionals

 This Loan is applicable for first marriage

 This Loan may be availed by the guardian and/or Applicant as the case may be

 Supportive cash flow to repay the loan

 Maximum age limit of the borrower – 60 yrs; in exceptional case, MD can relax the age limit up
to any age depending on the merit of the case.

For Marriage Loan

Loan Limit: Tk.0.6 lac - 3.00 lac
Interest Rates (%) 17%
Down Payment / Equity 20%
Loan Period / Tenor 1 – 3 years
Risk Fund 1%

VII. EDUCATION LOAN:

A substantial amount of finance is required to give your child the best education or to get a higher degree
either at home or abroad.TBL, "Education Loan" relief you from this burden and ensure uninterrupted
study through steady flow of cash.

ELIGIBILITY FOR EDUCATION LOAN APPLIED BY THE EMPLOYEES OF:

 Employees of confirmed service holders, Businessman, Professionals

 Adequate cash flow to repay the loan

 Maximum age limit of the borrower – 60 yrs; in exceptional case, MD can relax the age limit up
to any age depending on the merit of the case.

For Education Loan

Loan Limit: Tk. 0.5 lac -3.00 lac
Interest Rates (%) 17%
Down Payment / Equity 10%
Loan Period / Tenor 1 – 3 years
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 Risk Fund Nil

VIII. TRAVEL LOAN:

When you plan to travel local or global exotic location, financing is the key issue. Don't be worried; TBL
Travel loan is ready to provide instant financial support.

ELIGIBILITY FOR TRAVEL LOAN:

 Employees of confirmed service holders, Businessman, Professionals

 Adequate cash flow to repay the loan

For Travel Loan

Loan Limit: Tk. 0.5 lac -3.00 lac
Interest Rates (%) 17%
Down Payment / Equity 20%
Loan Period / Tenor 1 – 2 years
Risk Fund 1%

IX. HOSPITALIZATION LOAN:

Crisis comes at anytime and well being comes at a price. When the urgency comes for medical treatment
of your family, there can never be compromised. At any urgency if you feel, please remember us to
provide financial support through our "Hospitalization Loan" scheme.

ELIGIBILITY FOR HOSPITALIZATION LOAN:

 Employees of confirmed service holders, Businessman, Professionals

 Supportive cash flow to repay the loan

 Maximum age limit of the borrower – 60 yrs; in exceptional case, MD can relax the age limit up
to any age depending on the merit of the case.
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 For Hospitalization l Loan
Loan Limit: Tk. 0.5 lac -3.00 lac
Interest Rates (%) 15%
Down Payment / Equity 10%
Loan Period / Tenor 1 – 2 years
Risk Fund Nil

X. CREDIT CARDS:

Credit Cards forms of clean lending with a maximum limit of Tk. 500,000/- to a single borrower.
Supplementary credit cards shall be considered part of the principal borrower for this purpose. The limits
exceeding Tk. 500,000/- shall be secured appropriately by the banks. Corporate Card will not fall under
this category and shall be regulated by exiting guideline/regulations for lending.
 For Charge Cards, pre-set spending limits generated by the standardized systems, as in the global
practice, shall be allowed.
 Types of cards:-

There are four types of Credit Cards:

Sl Types of cards Limit Service Charge
1 Visa Domestic Classic (VDC) 20,000 to less than 1.00 lac Tk. 500 plus 15% VAT
2 Visa Domestic Gold (VDG) More than 1.00 lac to 5.00 lac Tk.1500 plus 15% VAT
Visa Domestic Gold (VDG) SAARC country: US$1,500 US $30 plus 15% VAT
3
Out of SAARC country: US $5,000
Visa International Classic (VIC) SAARC country: $1,500 US $60 plus 15% VAT
4
Out of SAARC country: $5,000

FOR DEFENSE PERSONS:

I. ANY PURPOSE LOAN:

Any purpose loan is a terminating facility offered by retail Banking Unit of the Bank for customizing the
need of Defense Officer. This product is designed for confirmed defense officers having certain years of
unexpired service with supporting cash flow to repay the loan installment. It is a secured Loan in the
sense that defense officers have to take NOC from our Bank to get service benefits.

ELIGIBILITY FOR ANY PURPOSE LOAN APPLIED BY THE DEFENSE OFFICER OF:

20
  Confirmed and active in service Defense Officers with 3 years of service ahead and having
supportive cash flow to repay the installment.

 Maximum age limit of the borrower – 21 yrs;

For Any Purpose Loan

Loan Limit: Tk 3.00 lac
Interest Rates (%) 13%
Down Payment / Equity N/A
Loan Period / Tenor 1 – 2 years
Risk Fund Nil

II. HOUSE HOLD DURABLE SCHEME LOAN:

Household Durable Loan is a loan is designed to facilitate Defense Officers to purchase different
household items such as Motorcycle, Television, Refrigerator, Air-Conditioners, Washing machine,
Computers and other household furniture etc. for personal use. Under this scheme, the consumer durable
product is hypothecated to the bank.

ELIGIBILITY FOR HOUSE HOLD DURABLE SCHEME LOAN:

 Any confirmed and active in service Defense Officers with 4 years of service ahead who have the
means and capacity to repay bank loan.

 Maximum age limit of the borrower – 21 yrs;

For House Hold Durable Scheme Loan

Loan Limit: Tk. 5.00 lac
Interest Rates (%) 13 %
Down Payment / Equity 20%
Loan Period / Tenor 1 – 3 years
Risk Fund Nil
III. CAR LOAN:

Car loan is a terminating credit facility designed to facilitate active in service Defense Officers to
purchase a car for their personal usage. Under this scheme, the vehicle is hypothecated to bank only. In
addition to this registration requirement, the loan is also partially secured by the commonly acceptable
form available in the market as hypothecation.

ELIGIBILITY FOR NEW AND RECONDITIONED CAR LOAN:

21
  Any confirmed and active in service Defense Officers who have the means and capacity to repay
bank loan

 Maximum age limit of the borrower – 21 yrs

For New & Reconditioned Car

Loan Limit: 80% of the vehicle price but no
exceeding Tk. 12 lac
Interest Rates (%) 13%(New)
Down Payment / Equity 20%
Loan Period / Tenor 1 – 5 years
Risk Fund Nil

IV. APON NIBASH LOAN :

TBL offers Apon Nibash Loan (House Finance) to you with easy repayment schedule matching your
affordability. You have unlimited options of choosing your home with limited means and standing. Here,
TBL Apon Nibash Loan helps you to match your long cherished dream.

ELIGIBILITY FOR APON NIBASH LOAN :

IN SERVICE:

Officers who have completed 18 years of active service will be entitled to the facility up to the last day of
service (excluding LPR) which means that the branch has to receive loan application up to the last day of
active service.

RETIRED:

Retired Defense Officers who have allotment of plot in DOHS will be eligible to apply for the loan
facility.

For Apon Nibash Loan

Loan Limit: Tk.upto 55.00 lac
Interest Rates (%) 11%
Loan Period / Tenor Up to 15 years
Risk Fund Nil

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 V. EDUCATION LOAN:

Education Loan is a credit facility designed for Defense Officers to facilitates financial needs for higher
education for him / her or family members. This is an unsecured loan because no additional security is
arranged against this loan.

ELIGIBILITY FOR EDUCATION LOAN :

 Confirmed and active in service Defense Officers with 6 years of service ahead and having
supportive cash flow to repay the loan installment.

 Maximum age limit of the borrower – 21 yrs.

For Education Loan

Loan Limit: Tk. 5.00 lac
Interest Rates (%) 13%
Down Payment / Equity 10%
Loan Period / Tenor 1 – 5 years
Risk Fund Nil

3.7 UP COMING PRODUCT OF RETAIL BANKING UNIT ON THE TRUST BANK LIMITED:

There are some upcoming products in retail banking unit on the Trust Bank limited, these are given
below:-

1. Trust Echo

2. Trust Assurance Deposit Scheme (TADS)

3. Trust Maxmill Deposit Scheme

4. Trust Porua Account

5. Trust Sristi

6. TRUST THIKANA(HOME LOAN)

3.8 LOAN DISBURSEMENT PROCESS

23
According to Prudential Guideline for Consumer financing of Bangladesh Bank, “Loan Administration
dept will disburse the loan amounts under loan facilities only when all security documentation is in place.
CIB report is obtained, as appropriate, and clean.

Strict security controls over the storage of blank cards, the embossing of blank cards and dispatch of cards
to holders is essential. There must be procedures for evaluating, authorizing and monitoring credit card
facilities that are at least as stringent as those of normal loans.

3.8.1 LOAN DOCUMENTATION & PREPARATION OF CHECKLIST:

Loan documentation is basically a post sanction & pre-disbursement process that involves compliance
with sanctioned terms and conditions which is done at the branch level. Documentation against all types
of credit facilities is important as through the process, the borrower empowers the bank to exercise some
privileges in case of any irregularity against the credit facility the borrower has been sanctioned. Proper
loan documentation is mandatory for a bank to secure its credit portfolio.

3.8.2 DOCUMENTATION PROCESS:

i. Must be completed in compliance with sanctioned terms and condition prior to disbursement for
establishment of rights or creation of charges on securities as approved.

ii. It is completed in according with the nature of securities by creating proper charges.

iii. Bank can not be able to exercise its rights on securities in case of adverse situation.

iv. No disbursed unless documentation is completed.

3.8.3 PREPARATION OF CHECKLIST:

Upon completion of all documentation process, the branch is required to obtain disbursement order from
Head office providing information regarding documentation status. The branch can prepared a checklist
and sent it to the head office to understand easily the documentation status and takes the decision
regarding disbursement. The checklist provided by Head Office contains the following information:-

General Credit Application of the borrower, unconditional acceptance of sanction letter, D.P

24
 Note, Letter of Disbursement, Letter of Arrangement or agreement, Letter of
Documents
Undertaking, Letter of installments, Letter of continuity, Letter of Revival.
Lawyer’s opinion, approved plan & NOC of the concerned authority, NEC along
with search fee paid receipt. Mortgage Deed duty registered with District or sub-
Mortgage
registry office, Registered IGPA to sale the mortgaged property, personal guarantee
of the owner as mortgagor etc
Hypothecation Letter of Hypothecation, IGPA to sell the hypothecated goods etc.
Pledge Letter of Pledge, IGPA to sell the pledged goods etc.
Assignment of bills by way of obtaining IGPA, Letter of Acceptance from the issuing
Assignment
authority etc.
Letter of Lien, Letter of Authority of encash, Lien Confirmation from issuing
Lien
authority etc.
Set – Off Letter of Authority to debit Current Account / Savings Account / Loan account.
Fixed / Floating Deed of Hypothecation & mortgage for creation of charge, PPSSA duty singed by all
Charge lenders, Charge creation certificate from RJSC etc.
Facility Agreement, ESCROW Account Agreement, Deed of Floating charge on the
Syndication balance for ESCROW Account, Agreement for Assignments (Insurance), Project
fund & share retention agreement, Subordination Agreement, Loan Agreement.
Copy of comprehensive insurance policy in the bank’s name, original insurance
Insurance Policy
premium paid receipt, Insurance cover note etc.
Undertaking No liability with any other bank excepting as declared , deposit of sales proceeds etc.
All partners / directors, spouse, third party counter guarantee, corporate guarantee
Guarantee
etc.
Letter of Trust Receipt, Hire purchase agreement, NOC from other bank, Lawyer’s
Other
satisfaction certificate on complete documentation, lien on valid export L/C, post /
Documents
undated cheque etc.

3.9 Charge Documents for Retail Unit

Following charge documents are compulsory while giving loans:

1. LETTER OF GUARANTEE

This is a document given by the proprietor, directors or the third party in favor of the principal debtor.
The beneficiary of this document is the bank. Surety is bound to pay the guaranteed amount if such
situation arises.

2. COUNTER GUARANTEE

25
The principal debtor agreeing that if the guarantor pays any amount, the principal debtor is bound to pay
this amount gives this guarantee.

3. LETTER OF AUTHORITY

BY this letter, the principal debtor gives the authority to the bank to debit the current account or
investment account of the principal debtor for the following cases:

i. Wages of the godown keeper and godown guard.

ii. Rent of the godown.
iii. Insurance premium and
iv. Any other expenses regarding these functions.

4. LETTER OF RECALL THE LOAN

This letter is given to the bank by the borrower, giving the bank the right of recalling the loan amount at
any time if the borrower fails to repay any one of the installments. And the borrower cannot protest such
recalling.

5. LETTER OF CONTINUITY

By this letter, the borrower agrees that the promissory note given by the bank will be act as security for
the repayment of the ultimate balance or sum remaining unpaid on account of the overdraft or advance.

6. LETTER OF REVIVAL

By this letter, the borrower agrees that he will be liable to bank for payment of the promissory note with
interest in respect of all present and future indebtedness liabilities secured thereby which promissory note
is to remain in force with all relative securities, agreements and obligations.

7. JOINT PROMISSORY NOTE

This promissory note is given to the bank by the borrower if the borrowers are more than one person.

8. SINGLE PROMISSORY NOTE

The borrower to the bank gives this promissory note if the borrower is a single person.

26
9. LETTER OF UNDERTAKING

This document is given to the banker by the borrower acknowledging the right to cancel the facility at any
time with or without intimation to the borrower.

10. LOAN DISBURSEMENT LETTER

By this letter, the borrower request to disburse the loan sanctioned in his favor by the bank. All the
persons, in whose names the account is opened, should sign the letter.

11. MEMORANDUM OF DEPOSIT OF TITLE DEEDS

It is a deed that is necessary in case of mortgage by deposit of title deed or equitable mortgage. Here the
mortgagor agrees that he has deposited necessary documents of the property to the bank.

12. HYPOTHECATION OF GOODS TO SECURED A DEMAND CASH CREDIT OR OD OR LOAN ACCOUNT

Here the amount of loan, interest, and the name of the borrowers are written. Here the bank and the
borrowers agree on the following terms:

 Security
 Balance due to the bank
 Borrowers not to the encumber or parts of the goods
 Sale
 Inspection
 Insurance
 Margin
 Interest rate
 Repayment
 Sale of goods
 Deficiency
 Surplus
 Statement of account
 Continuing security
27
 Title
 Saving
 Change of borrowers and
 Notices.

13. GUARANTEE BY THIRD PARTY

Sometimes third party guarantee is needed for allowing loan. Here third party gives the guarantee that of
the principal debtor fails to repay the loan, and then the guarantor will be bound to repay the loan to bank.

14. HYPOTHECATION OF VEHICLE

This document is necessary in case of transport loan. Here the borrower hypothecated the vehicle to the
bank. In case of failure of repay the loan, bank will sell the vehicle to collect the money.

15. INFORMATION ABOUT THE LOAN CUSTOMERS

The bank relies principally on outside information to assess the character, financial position, and
collateral of a loan customer. Such an analysis begins with a review of information supplied by the
borrower in the loan application. The bank may contact other lenders to determine their experiences with
this customer regarding the following information:

• Were all scheduled payments in previous loan agreements made on time?

• Were deposit balances kept at high enough levels?
• How much was borrowed previously and how well were those earlier loans handled?
• Is there any evidence of slow or delinquent payments?
• Has the customer ever declared bankruptcy?

16. SOURCES OF INFORMATION ABOUT THE LOAN CUSTOMERS

• Physical Investigations
• Customer financial statements
• Experience of other lenders with this customer

28
 • Customer Annual Report
• Local or regional credit bureaus
• Local Newspapers
• Local chamber of commerce

3.10 MECHANISM OF RETAIL DISBURSEMENT OF TBL

The primary factor determining the quality of the bank’s credit portfolio is the ability of each borrower to
honour, on a timely basis. All credit comities made to the bank. The authorizing credit personnel prior to
credit approval must accurately determine this. If the report of the project appraisal is very satisfactory to
approve the loan proposal, than the following steps furnish the approval procedure:

• Make a proposal by the client to the bank

• Give all the necessary documents
• Bank will send the parties statement to the Bangladesh Bank, their CIB (Credit Information
Bureau) will inquiry that whether this party is defaulter or a new one.
• Bank will take the collateral from the party and analysis that how much it will cover the total
loans.
• Bank will send this proposal to the head office. In the head office the Board of Directors and
Managing Director will approve the loan.
• Head office will send the approval to the branch office.
• Branch office will give the sanction letter to the party.
• Bank will take the security and make it in their favour.

3.10.1 DISBURSEMENT:
After completing all the necessary steps for sanctioning loans bank will create a loan account by the name
of the party and deposit the money to that account. Bank will give chequebooks to the party and advise

29
them to draw the money and use it as soon as possible, because whenever the money will transfer to the
account interest will count from that time.

3.10.2 LOAN DISBURSEMENT OF TRUST BANK LIMITED:

Here we try to find out the periodical, sector wise and industry wise loan distribution of the bank.

Total Loan(retail unit)

Years Amounts
2008 8776500000
2009 1114160000
2010 10041630000
Figure: Total Retail Loan during the year 2008 – 2010

3.11 LOAN PRICING METHOD USED BY TBL

In pricing a business loan, Bank management must consider the cost of raising loan able funds and the
operating costs of running the Bank. This means that Banks must know what their costs are in order to
consistently make profitable, correctly priced loans of any type. There is no substitute for a well-designed
management information system when it comes to pricing loans.

The Trust Bank Limited is generally used the simplest loan-pricing model which assumes that the rate of
interest charged on any loan includes four components, these are

(1) The cost to the Bank of raising adequate funds to lend,

(2) The Bank’s non-funds operating costs (including wages and salaries of loan personnel and the cost of
materials and physical facilities used in granting and administering a loan),

(3) Necessary compensation paid to the Bank for the degree of default risk inherent in a loan request,
30
(4) Bank’s desired profit margin.

3.11.1 RATE OF INTEREST OF TBL FOR LENDING

These sector-wise interest rates have been introduced by the Head Office of the Trust Bank Limited. They
use cost-plus pricing method in case of pricing the loans. All branches of the Trust Bank Limited have
maintained these rates strictly except in case of some quality and credit-worthy lenders. After judging the
lenders’ credit-worthiness, the Trust Bank Limited gives some beneficiary to this kind of lenders. They
can enjoy a decreasing interest rate, which maintained by the Trust Bank Limited’s branches internally.
Other wise, the scheduled rates are maintained by all the TBL branches. Actually, the Lending rate is
based on the prescription, which is given by Bangladesh Bank.

3.11.2 RATE OF PROVISION

The summery of rate of provision for different types of classified and unclassified loans & advances:
Rate of Provision
Particulars Rate of Provisioning (%)
Standard loan 5%
Special Mentioned Account 20%
Substandard loan 30%
Doubtful loan 50%
Bad/Loss loan 100%

3.12 RETAIL PRODUCT FEATURES OF TRUST BANK LIMITED

Product Name of the Item Loan Limit Down Payment Rate of Period of
Interest Loan

Any Purpose Loan Salaried Person TK. 5,00,000 Nil 17% 4 Years

Car Loan New Vehicle TK. 20,00,000/- 20% 15% 5 Years

Recondition Vehicle TK. 20,00,000/- 20% 16% 5 Years

Bus/Truck for Corp. TK. 50,00,000/- 20% 16% 5 Years

Bodies

House Hold Salaried TK. 5,00,000/- 30% 17% 4 Years

Durables Person/Businessman

Apon Nibash Loan Salaried TK. 75,00,000/- 40% for under 13% 20 Years
Person/Businessman construction &
30% for Purchase
of New
Apartment

31
 Doctors Loan General Practitioner TK. 5,00,000/- Nil 17% 5 Years
MBBS/BDS

Specialized Doctor TK. 10,00,000/- Nil 17% 5 Years

Marriage Loan Salaried TK. 3,00,000/- 20% 17% 3 Years

Person/Businessman

Education Loan Salaried TK. 3,00,000/- 10% 17% 3 Years

Person/Businessman

Travel Loan Salaried TK. 3,00,000/- 20% 17% 2 Years

Person/Businessman

Hospitalization Loan Service holders, TK. 3,00,000/- 10% 15% 2 Years

Businessman,
Professionals

This questionnaire surveyed in Mirpur area of Dhaka city.

Table: 1 Gender

Frequency Percent Valid Percent Cumulative

Percent

Valid Male 26 52.0 52.0 52.0

Female 24 48.0 48.0 100.0

Total 50 100.0 100.0

Elucidation:

It shows that, 26 (52%) respondents are male, 24 (48%) respondents are female. So, it has shown that
most of the respondents are male from the Retail banking customers of Trust Bank Limited (TBL),
Mirpur Branch.

32
 Table: 2 Ages

Frequenc Percent Valid Cumulative

y Percent Percent

Valid 25-34 3 6.0 6.0 6.0

35-44 13 26.0 26.0 32.0

45-54 18 36.0 36.0 68.0

55 or 16 32.0 32.0 100.0

above

Total 50 100.0 100.0

Elucidation:

It shows that, 3 (6%) respondent’s age between 25-34 years, 13 (26%) respondent’s age between 35-44
years, 18 (36%) respondent’s age between 45-54 years, and 16 (32%) respondent’s age 55 or above from
the Retail banking customers of Trust Bank Limited (TBL), Mirpur Branch.

Table: 3 Occupations

Frequency Percent Valid Cumulative

Percent Percent

Valid service 36 72.0 72.0 72.0

others 14 28.0 28.0 100.0

Total 50 100.0 100.0

Elucidation:

It shows that, from the Retail banking customers of Trust Bank Limited (TBL), 36 (72%) are service
holder and 14 (28%) respondents are others like businessman.

33
 Table: 4 Loan disbursement process

Frequenc Percent Valid Cumulative

y Percent Percent

Valid Below 6 12.0 12.0 12.0

average

Average 19 38.0 38.0 50.0

Good 14 28.0 28.0 78.0

Very good 8 16.0 16.0 94.0

Excellent 3 6.0 6.0 100.0

Total 50 100.0 100.0

Elucidation:

It shows that, 6 (12%) respondents’ thinks that Loan disbursement process is not good i.e, below average,
19 (38.0%) respondents’ thinks that Loan disbursement process is Average, 14 (28%) respondents’ thinks
that Loan disbursement process is Good, 8 (16%) respondents’ thinks that Loan disbursement process is
Very good, 3 (6%) respondents’ thinks that Loan disbursement process is Excellent.

Table: 5 Type of loans you have taken from TBL

Frequenc Percent Valid Cumulative

y Percent Percent

Valid Any Purpose Loan 15 30.0 30.0 30.0

Car Loan 9 18.0 18.0 48.0

House Hold 5 10.0 10.0 58.0

Durables

Apon Nibash Loan 9 18.0 18.0 76.0

Doctors Loan 4 8.0 8.0 84.0

34
 Marriage Loan 5 10.0 10.0 94.0

Education Loan 3 6.0 6.0 100.0

Total 50 100.0 100.0

Elucidation:

It shows that, 15 (30%) respondent’s taken Any Purpose Loan, 9 (18%) respondent’s taken car loan, 5
(10%) respondent’s taken House Hold Durables loan, 9 (18%) respondent’s taken Apon Nibash Loan, 4
(8%) respondent’s taken Doctors Loan loan, 5 (10%) respondent’s taken Marriage Loan, 3 (6%)
respondent’s taken Education Loan.

Table: 6 Reasons for Nonperforming loans

Frequency Percent Valid Cumulative

Percent Percent

Valid High interest 14 28.0 28.0 28.0

Slow disbursement 11 22.0 22.0 50.0

process

Not fulfillment of 20 40.0 40.0 90.0

demand loan amount

Critical documentation 5 10.0 10.0 100.0

process

Total 50 100.0 100.0

Elucidation:
It shows that, the 14 (28%) respondents say that high interest is the reasons for non-performing loans in
Trust Bank Limited, 11 (22%) respondents say that Slow disbursement process, 5 (10%) respondents say
that Not fulfillment of demand loan amount, 9 (18%) respondents say that Critical documentation
process.

35
 Table: 7 Reason for choosing this bank

Frequenc Percent Valid Cumulative

y Percent Percent

Valid Brand name 13 26.0 26.0 26.0

Market 13 26.0 26.0 52.0

condition

Location 15 30.0 30.0 82.0

Reference 9 18.0 18.0 100.0

group

Total 50 100.0 100.0

Elucidation:

It shows that, from the reasons of choosing Trust Bank Limited 13 (26%) respondent’s select Brand
name, 13 (26%) respondent’s select Market condition, 15 (30%) respondent’s select Location, 9 (18%)
respondent’s select Reference group.

Table: 8 Age * loan Crosstabulation

Count
loan Total
Any Car House Apon Doctors Marriage Education
Purpose Loan Hold Nibash Loan Loan Loan
Loan Durables Loan
Age 25-34 1 0 1 1 0 0 0 3
35-44 5 2 2 2 0 2 0 13
45-54 6 4 1 3 4 0 0 18
55 or 3 3 1 3 0 3 3 16
above
Total 15 9 5 9 4 5 3 50

36
Elucidation:

It shows that, from the Age * loan Crosstabulation of Trust Bank Limited in age 25-34 total loan is 3, in
age 35-44 total loan is 13, in 45-54 age total loan is 18 and in age 55 or above total loan is 16. So, ages
between 45-54 are taking more loans from TBL.

Descriptive Statistics

Table: 9 One-Sample Test

Test Value = 0
t df Sig. (2- Mean 95% Confidence Interval of
tailed) Difference the Difference
Lower Upper
The availability of retail 29.334 49 .000 3.48000 3.2416 3.7184
product
Delivery of your specific 28.143 49 .000 3.42000 3.1758 3.6642
product on required time

Perception about 27.829 49 .000 3.26000 3.0246 3.4954

documentation process for
getting your product from Trust
Bank Ltd.

Perception about the Interest 24.432 49 .000 3.26000 2.9919 3.5281

rate of your product taken from
Trust Bank Ltd.

Perception about the after sale 24.436 49 .000 3.04000 2.7900 3.2900
service of specific loan

37
Perception about the processing 21.087 49 .000 2.78000 2.5151 3.0449
fee to get the loan

Perception about the 18.582 49 .000 2.36000 2.1048 2.6152

promotional campaign about
retail banking

Solution of any complaint 19.694 49 .000 2.38000 2.1371 2.6229

related to retail banking
product

Are you satisfied with the 16.600 49 .000 2.36000 2.0743 2.6457
entire product of retail banking
unit

Elucidation:

The t-value in 5% significance level shows that customers’ perceptions towards all of the factors are
significant.

Table: 10 Customers satisfaction Level

N Minimum Maximum Mean Std.
Deviation

The availability of retail product 50 2.00 5.00 3.4800 .83885

Delivery of your specific product on required 50 2.00 5.00 3.4200 .85928

time

Perception about documentation process for 50 2.00 5.00 3.2600 .82833

getting your product from Trust Bank Ltd.

Perception about the Interest rate of your 50 1.00 5.00 3.2600 .94351
product taken from Trust Bank Ltd.

Perception about the after sale service of 50 1.00 5.00 3.0400 .87970
38
 specific loan

Perception about the processing fee to get the 50 1.00 5.00 2.7800 .93219
loan

Perception about the promotional campaign 50 1.00 4.00 2.3600 .89807

about retail banking

Solution of any complaint related to retail 50 1.00 5.00 2.3800 .85452

banking product

Are you satisfied with the entire product of 50 1.00 5.00 3.0400 1.26103
retail banking unit

Valid N (listwise) 50

From this table,

I. The availability of retail product: It is in satisfaction level because it scored more than 3 (4.00).
II. Delivery of your specific product on required time: It scored 3.42 which mean that the
perception about delivery of your specific product on required time is satisfactory.
III. Perception about documentation process for getting your product from Trust Bank
Ltd.: It scored 3.26, which means that the Perception about documentation process for getting
your product from Trust Bank Ltd is satisfied.
IV. Perception about the Interest rate of product taken from Trust Bank Ltd.:
Perception about the Interest rate of product taken from Trust Bank Ltd. is positive because it
scored 3.26 that they are quietly satisfied.
V. Perception about the after sale service of specific loan: Perception about the after sale
service of specific loan is positive because it scored 3.06. This shows positive.
VI. Perception about the processing fee to get the loan: It shows that the respondents are
mostly dissatisfied about the processing fee to get the loan because it scored 2.78 which
determine the negative side.
VII. Perception about the promotional campaign of retail banking: It scored 2.36, which
shows that most of the respondents are dissatisfied about the promotional campaign of retail
banking.

39
 VIII. Solution of any complaint related to retail banking product: Solution of any
complaint related to retail banking product is in dissatisfactory level. It scored 2.38.
IX. Satisfaction with the entire procedure of retail banking unit: It scored 3.04, which
shows that most of the respondents are dissatisfied about the entire procedure of retail banking
unit.

According to processing fee to get the loan, promotional campaign of retail banking, Solution of any
complaint, these three sectors scored less than 3.0, which show that company needs to recover on these
sectors to satisfy customers. But availability of retail product and delivery of specific product on required
time makes customers highly satisfied, because it scored 3.48 & 3.42 which are more than 3.0.

Major Findings

Major findings by questionnaire analysis

• Most of the Retail banking customers of Trust Bank Limited are service holder
• Loan disbursement process of Trust Bank Ltd. is not so good
• Any purpose loan taken most by the customers of Trust Bank Ltd.
• Not fulfillment of demand loan amount is the common reason for Nonperforming loans.
• The availability of retail product of Trust Bank Ltd. is pleasing.
• Delivery of specific product on required time is satisfactory.
• Perception about the processing fee to get the loan from Trust Bank Ltd. is not reasonable.
• Promotional campaign of retail banking is not up to mark.
• Solution of any complaint related to retail banking product is not satisfactory.
• Most of the Retail banking customers are satisfied with the entire procedure of retail banking unit
of Trust Bank Limited

40
Recommendation

Recommendation by questionnaire analysis

• Trust Bank Ltd. should undertake competitive pricing policy to make its Retail products more
attractive.
• Promotional campaign of retail banking should be increased through Trust Bank Ltd.
• Trust Bank Ltd. has to provide Solution of any complaint from customers as first as possible.
• They have to offer more variety of products to the customers.
• Documentation process should be easier.

41
 Conclusion

There are a number of Private Commercial Banks, Nationalized Commercial Banks and foreign Banks
operating their activities in Bangladesh. Trust Bank Ltd. is one of the private commercial scheduled
banks. For the future planning and the successful operation for achieving its prime goal in this current
competitive environment this report can be helpful guideline.

To plunk on the competitive environment of banking sector TBL can give reward to those officers for
their good achievement and it will increase their interest and motivation in work, pricing guidelines on
Retail Banking should be upgraded on regular basis.

These will also help the bank to assemble more profit. Surely TBL will achieve superior position in our
banking industry but to cope with customer TBL should think how to make it services proactive.

Banks always contribute towards the economic development of a country. Compared with other Banks
TBL is contributing more by investing most of its funds in fruitful projects leading to increase in
production of the country. It is obvious that right channel of Banking establish a successful network over
the country and Increases resources; will be able to play a considerable role in the portfolio of
development in developing country like ours.

42
As a leading bank of Bangladesh, TBL contributes in the business with promising future. I can hope that
TBL can spread their business with increasing various retail proposal and other exceptional services.

Reference

o Books:

 Naresh K. Malhotra, 5th Edition, Marketing Research’s

o Bank Publications:

• Annual Report of TBL year 2010

o Website:

• www.trustbank.com.bd

• en.wikipedia.org

• www.google.com

43
 APPENDIX

QUESTIONNAIRE
Dear Respondent,

As a student of Bangladesh University of Business & Technology (BUBT), Doing

B.B.A (Bachelor of Business & Administration) specializing in Marketing. My assigned topic is
“Customer perception towards Retail banking of Trust Bank Limited (TBL), Mirpur Branch.’’

So I would like to request you to kindly spare a few minutes from your busy schedule to fill up the
questionnaire and make research a fruit full one. I assure you that information will be used only for this
report. Your kind co-operation will be highly appreciated.

About respondent:

Personal information

1. Name :

2. Living area :

3. Gender :

o Male

44
 o Female.
4. How old are you?

o Under 18
o 18-24
o 25-34
o 35-44
o 45-54
o 55 or above
6. Occupation : …………………………………………………………………….

Information about Retail banking of Trust Bank Limited (TBL), Mirpur Branch.

Please read carefully the questions and just put a tick mark (√) in the respective number and kindly
give response where necessary.

1. Do you have any loan from Trust Bank Limited?

o Yes
o No
02. What do you think about the loan disbursement process of that Trust Bank Limited?

o Below average
o Average
o Good
o Very good
o Excellent
03. What type of loan you have taken from Trust Bank Limited?

o Any Purpose Loan

o Car Loan
o House Hold Durables
o Apon Nibash Loan
o Doctors Loan
o Marriage Loan
o Education Loan

45
 o Travel Loan
o Hospitalization Loan
04. What are the reasons of non-performing loans in Trust Bank Limited?

o High interest
o Slow disbursement process
o Not fulfillment of demand loan amount
o Critical documentation process
05. Reason for choosing this bank:

o Brand name
o Market condition
o Location
o Reference group

Please rate the followings

(Strongly Satisfied-5, Satisfied-4, Neutral-3, Dissatisfied-2, Strongly Dissatisfied-1)

Determination of satisfaction level 5 4 3 2 1

The availability of retail product

Delivery of your specific product on required time

Perception about documentation process for getting your

product from Trust Bank Ltd.

Perception about the Interest rate of your product taken from

Trust Bank Ltd.

Perception about the after sale service of specific loan

Perception about the processing fee to get the loan

Perception about the promotional campaign about retail

banking

46
Solution of any complaint related to retail banking product

Are you satisfied with the entire product of retail banking

unit

Please provide your valuable suggestion for Retail Banking product of Trust Bank Ltd.

………………………………………………………………………………………………………………
………………………………………………………………………………………………………………
………………………………………………………………………………………………………………

Thanks for your kind co-ordination.

47