Abstract Banks are the jc © Most major clements of financi: i al institutions in the economy, The ba practices are ine i al s e y. Browing immensely across the world. It kinds of new rying to come up with diffe Products and services. Consumer banking is he key growth area in the modern econo: my. Increase oes eae of customer numbers in corporate banking is beconting » While every day 'y number of customer growing rapidly. Consumer banking arena is new in Ba ingladesh, Howe is i . : ver, their positive involvements in trade, indu business, finance, positive involvements in ade, indus bank: - public commerc $ are very important part of economy. Rupali Bank Limited is & reial bank in Bangladesh. It offers all kind of banking f Commercial Corporate and Personal Banking Services. Di a and services include Corporate Bankin; mR ‘ notes eee win en ae ee "s tail Banking and Consumer banking are from Seo stat 7 to ee Thave learned about products cs : ‘0 the client. This report is based on internship working. aaa which conducted at Elephant Road Branch of Rupali Bank Limited as a patt of internship program. Rupali Bank’s objective is to bring a qualitative change in banking and financial sector. Today, it serves usefully and collecting funds from the surplus units of the economy in the form of deposit and assemble deposit to the deficit units of the economy in the form of credit. This report is related to a specific topic “Products and Services of Rupali Bank Limited”. The main objective is to give brief idea about Rupali Bank’s financial activities like deposits, saving schemes, loan and their es. Financial service process along with this is to explain my duties and responsibi analysis represents its position in the market and current situation of a business. So it is the most important objectives to present the performance of Rupali Bank. The first part of this report is the introduction part of objective, data collection source, data collection method etc. the second part is the overview of Rupali Bank Limited. Third part is about job description, duties and responsibilities. Lastly in the fourth part ration analysis is presented from 2010-2015. Rupali Bank has been graded as top class Bank in the CAMELS rating. Since it has been ranked based on performance and service, the serformance of Rupali Bank is standard.Table of Contents Internship Certificate Letter of Trans nittal Student's Declaration Certificate of Supervisor Certificate of Co-Supervisor Acknowledgement Abstract Table of Contents 1 INTRODUCTION Ll Prelude 1.2 Rationality, 13 Origin of the Report 14 Objective of the Report 1s Methodology 1.5.1 Sources of Data 1.5.2 Collection Procedures of Data 1.53 Sampling Plan and Sample size 154 Data Collection Methods 16 Scope of the report 17 Limitations of the study 2 LITERATURE REVIEW. 3 ORGANIZATIONAL PROFILE 31 Background a2 Company Profile Rupali Bank at a glance 34 Number of Employees 3.5 Vision of Rupali bank Itd 3.6 Mission of Rupali bank Itd 3.7 Core values 38 Objectives of Rupali Bank Ltd 3.9 Goals of Rupali Bank Ltd Features of Rupali Bank Ltd3.11 3.12 3.13 4.1 4.2 4.2.1 4.2.2 4.2.3 424 4.2.4.1 4.2.42 4.2.4.3 43 43.1 44 45 4.5.1 4.6 4.6.1 4.6.2 4.6.3 4.6.4 4.6.5 47 48 49 49.1 49.2 4.10 41 4.12 Organogram of Rupali bank limited Product and services SWOT analysis of Rupali Bank Ltd, GENERAL BANKING General Banking Account Opening Section Formalities maintained for Opening an account Introduction to the Applicant Specimen signature Opening and operating the account A pay slip/ deposit book Cheque Book Formalities maintained for closing an account Current Account Documentations Fixed Deposit Receipts (FDR) Savings Account Documentations Other types of Deposit Accounts Short term deposit Savings schemes Monthly Savings Scheme Monthly Benefit Scheme Double deposit scheme Payment of RDS Clearing House Other Parts of General Banking Crossing Purpose of Crossing Forms of crossing Endorsement Dispatch Interest Rates page lix 18 18 21-31S ANALYSIS AND DISCUSSION 5-1 is 5. hn Bb uw tn 6 7 5.8 wu tn 6.1 6.2 6.3 Debt to Equity Ratio Debt to Equity Ratio Current Ratio Return on Equity Net Profit Margin Return on Asset Ratio Asset Turnover Ratio Horizontal Analysis 6 FINDINGS, RECOMMENDATION AND CONCLUSION Findings Recommendations Conclusion REFERENCES 32-37 33 33 34 34 35 35 36 36 38-42 39 AL ry) 43CHAPTER 1 _ INTRODUCTIONmaking i industry, banking sector plays an uncompromising role 10 support In the mon jal banks. The ing. tor comme! a country’s econony ny. Now--days © nN a-days competition is ine yn allow the business in public actual change government's de sector, commercial bank in Bangladesh. It is the most inancial products and Rupali Ba fast growi nal Keeps the money s stitution of use of mone for RBL. Customer service is the core i different types of Product and Services to their clients appropriate in their services are the key elem« the banking A bank of RBL is known for its best cus i for its best customer service and maintain its reputation and position by giving quick service sir cli giving quick service to their clients. A whole braneh’s performance depends on its istactions which help to grab top position of the to consumer products and bes commercial bank in Bangladesh. idea of financial activities of Rupali The primary purpose of this report is to get thoroug Bank Limited. It will reflect the position of RBL in the banking industry procedures, in RBL, it is possible to policies with emphasize on foreign exchange. While worki e of financial institution and observe their activities closely and gather know experience about their process. 1.2 Rationality: idge an essential Internship program is the practical phase of our theoretical learning. It makes a bri between the classroom learning and the practical learning. Internship play role for BBA professional degree. The study will help to originate suitable policies jons and feelings of the customers and the taking into reflection different idea: bankers. of the Report: 1.3 Origit rnship program which is an important part of the This report is a requirement of the inte t. As the supervisor has advised me to develop a thorough BBA degree requirement ank Limited (RBL), this report understanding of the Product and Services of Rupali B will be prepared on those aspects of the practice of RBL._——e In the money-maki -making indus - a country's eco; industry, banking sector plays an uncompromising role to support nomy. Now-a-da , actual change hy 'y- Now-a-days competition is increasing for commercial banks. The as started when the government’s decision allow the business in public sector. ne atte - een commercial bank in Bangladesh. It is the most their services are the key wen money and keeps the money safe. Financial products and poet err omens for RBL. Customer service is the core ingredients in RAL is known for its best ferent types of Product and Services to their clients, ~ : ; Customer service and maintain its reputation and position by giving quick service to their clients. A whole branch’s performance depends on its products and best consumer satisfactions which help to grab top position of the commercial bank in Bangladesh. The pri i i primary purpose of this report is to get thorough idea of financial activities of Rupali Bank Limited. It will reflect the position of RBL in the banking industry procedures, policies with emphasize on foreign exchange. While working in RBL, it is possible to observe their activities closely and gather knowledge of financial institution and experience about their process. 1.2 Rationality: Internship program is the practical phase of our theoretical learning. It makes a bridge between the classroom learning and the practical learning. Internship plays an essential role for BBA professional degree. The study will help to originate suitable policies taking into reflection different ideas, suggestions and feelings of the customers and the bankers. 1.3 Origin of the Report: This report is a requirement of the internship program which is an important part of the d me to develop a thorough BBA degree requirement. ‘As the supervisor has advise Services of Rupali Bank Limited (RBL), this report understanding of the Product and will be prepared on those aspects of the practice of RBL.1.4 Objective of the Report: Broad objective, * To know the Financial Products of Rupali Bank. *° To know about the customer service. * To present the ratio analysis and between 2014 and 2015. * To show the horizontal analy: * To recommend some solution 1.5 Methodology: The methodology of this report is very different from conventional reports. 1 have emphasized on the practical observation. The necessary information is collected from face to face interviews. To analyze the performance of Rupali Bank Maldahpatty Branch, Dinajpur, ratio analysis presented. All information is collected from primary and secondary data. Nevertheless, eventually almost the entire report consists of my practical experience, 1.5.1 Sources of Data: While preparing the report, I have taken information from the following sources: Primary Sources: Observation of banking activities. ¢ Overflowing Conversation with the manager and employees of Rupali Ban Limited, Maldahpatty Branch, Dinajpur. Working with my own experience while internship program.Secondary Sources: * Pally diary (containing my activities of practical orientation in Rupali Bank Lid) maintained by me, * Website of Rupati Bank, * Annual Report of the bank, * Consultations of related books and Publications. * Internal Financial Statement, 1.5.2 Collection Procedures of Data: Primary interview technique was the Primary tool used in collection information. Interview with the managers and officers have done through questionnaire in order to discuss about the related matters before Preparing the report. Discuss with the different division is the main source of collecting data, 1.5.3 Sampling Plan and Sample size: Study population: irst step of the s; mpling design is to define the study population. Due to time restriction and other limitations, the survey is focused into the officers of Rupali Bank in Maldahpatty Branch, Dinajpur. Sampling Method: T have used the convenient sampling technique to collect the data from the Sample. 1 have used the customers who come to the Bank and the employee who have in the Bank collection. at the time of 1.5.4 Data Collection Methods: The data is collected from different sources like: © Observation Direct conversation with the client Face to face conversation with employees e Annual Report Different Publications of RBL e Internet1.6 Scope of the report: and difficult area, A bank has dilferent products, different Different departments of a bank perform different and the ent customers. a specific ar limited re the scope of present study wa Bank Limite nk Limited, Maldahpatty Branch, Dinajpur, ‘This study covers various section of Ru i pali Bank Limited, ‘This report is basically divided into two parts: * Organization part © Project part ion’s structure and policies. The project part The organization part contains the organi f Rupali Bank. It also includes some ration analysis, is focused on the financial activiti and comparison with other banks 1.7 Limitations of the study: Some of the limitations faced in preparing this report are: Tt was very difficult to collect the information from various personnel for their e job constraint. ¢ There were some difficulties in understanding some activities. ¢ Due to confidentiality the Bank’s policy restricts disclosing some da © The study of such a short course of time is not free from limitation. So time limitation is the main point of limitation. e During the month of June in the branch, there was excessive year-ending workload, which sometimes acts as a barrier on the way of my effort. e At the beginning of internship it was tough for me to understand the environment of work. © Working in a practical banking environment is different from academic knowledge. ¢ Employers are too busy with their desk work so they have less time to make meunderstand the desk job. i to know all. Bank has to maintain lot of secrecy so as a intern I was not allowed stuff and information in j ly tough. Learning all the banking functions within just three months was really tough annual report It is too much difficult to comment and suggest based on only the and information collected from written documents.CHAPTER 2 LITERATURE REVIEWLITERATURE REVIEW a . © Anselmi (2000) the relative market share might be influenced by manufitcturer’s selling ai jon, He also added that isi devel Hing and promotion allocation decision. He also added that advertising develops the manufi *s i distributors a : manufacturer's relationship with the distributors and allocation to promotion could be incres Id be increased in terms of discrete relationship among them. Teng (2009) aims to s , gC ) aims to show the considerable effects of the price discounts. He explained that price discounts may 1 chase intentions regarding a P ‘Ounts may change consumers’ attitudes and purchase intentions regardit particular brand by moving i ideration set. Here P nd by moving it from consumers’ hold set to consideration set. Here it could be added that the consumer ice but also to the fi th sumer were not only sensitive to pri {t also to the firms? advertising efforts, Moorthy (2005) stated differently that advertising expenditure works as a signal of product quality for experience goods because consumers guess that high-quality products would advertise more than low-quality products. He provides substantial support for ad repetition that influences perceived quality. Thomas et al. (1998) also agreed earlier that advertising is related with quality signaling and manufacturers use both price and advertising to signal the quality of their products. Consumer’s choice behaviour was also a vital thing here. Foxall (1994) also labeled four classes of consumer behaviour including maintenance (activities necessary for the consumer’s physical survival and welfare such as food), accumulations (behaviours involved in certain kinds of saving, collecting, and installment buying), pleasure (consumption of popular entertainment), and accomplishment (behavior showing social and economic achievement). These four types of behavior could be applied to the communications of innovations of new products. Darke (2005) also examined that different promotional frames increases the perceptions of deal value. But it needs to concern about that negative price-quality inferences were most likely to occur when the brand name or seller is not well-known (Rao and Monroe, 1989) and free gift frames were effective in increasing deal value under such conditions. Kopetz et al. (2011) said that like most behaviour, consumer behavior was goal driven too. A choice made after a difficult search might increase consumers’ satisfaction as a result of an effort justification process.rate Arun and Turner (2004) supported the need for the broader approach to corpo! i ion to governance for banking institutions and also argue for government intervention i ic as ; ed restrain the behavior of bank management. In many countries, deposit insurance is us' tem as well as the depositors. as a mechanism to safeguard the Banking sys hny, 1997; Arun and Turner, 2003). However, there is an argument (Shleifer and that active role by regulators may cause problems as well, as regulators may not have a Convincing/sufficient motivation to monitor the banks as they do not have much at stake in case of bank failures. Recently, the financial markets of developing economies have experienced rapid changes due to the growth of wider range of financial products. As a result of this, banks have been involved with high risk activities such as trading in financial markets and different off balance sheet activities more than ever before which necessitates an added emphasis on quality of corporate governance of banks in developing economies.CHAPTER 3 ORGANIZATIONAL — PROFILE3.1 Background Rupali ank Ltd 1 of 3 (three) erstwhile And (RBLY was constituted with the merge commercial banks ie. wks Le, Mustin Commercial Bank Lich, Australasia Bank Lect Standard Ba A Nak Lidl, Which operated in the then Pakistan on March 26, 1972 under the Bangladesh Banks (Nationali h Banks (Nationatization) order 1972 (0.0, NO. 26 of 1972), with all their assets. benefits, rights tits, rights, and Powers, authorities, privileges, liabilities, borrowi obligations. Rupali 8 ations. Rupali B al Bank till December! 3, nk Worked as a nation : : as a nationalized commen 1986. Rupali Bank Ltd. Emerged s the largest Public Limited Banking Company of the country on Deces - ©, A ecemiber 14. 1986, Rupali Bank Ltd, Operates through 565 branches. It is linked 0 its foreign corres inked (0 its foreign correspondents all over the workd. The Corporate Head Office of the bank is located at Dhaka with one local office (main branch), four corporate branches at 11 over the country. The Board : sed of eight members headed by a chairman and the directors comprise representatives from both public and private sectors and shareholders. The Bank is headed by the Managing Director (Chief executive) who is a reputed professional Banker. The Bank has an authorized capital of TK. 7000 million with a paid up capital of TK. 1815 million. GOB owns 93.11% of its share while the private share constitutes only 06.89%. 3.2 Company Profile Name of the company : | Rupali Bank Limited Chairman : | Mr. Monzur Hossain Managing Director : | Mr. Md. Ataur Rahman Prodhan Company Secretary > | Mohammad Najmul Hoda Legal Status : | Public Limited Company Genesis ; |Rupali Bank Limited has been incorporated on 14 December 1986 under the Companies Act 1913 after taking over and acquiring as a going concern the undertaking and businesses of Rupali Bank Ltd. with all of its assets, liabilities, benefits, rights, powers, authorities, privileges, borrowings and obligations. Rupali Bank Ltd. which initially emerged as a Nationalized Commercial Bank (NCB) under the1 | TNationalization) Order. 1972 | Bangladesh Banks (President’s Order No. 26 of 1972), has now become @ state-cumed commercial bank (SCB) through @ vendor's agreement dated 15 November 2007. | Date of Incorporation |: 14 December 1986 | | Registered Office |= | 34, Dilkusha Commercial Area, Dhaka-1000, | Banglades [Authorized Capial [Pzid-up Capital | Reserves and Retained Eamings Tk. 7000 million (USS 88.66 million) Tk. 2760.39 million (USS 35.39 million) Tk. 1030.61 Crore Credit Rating by Long Term - A3 CRAB(2009) | Shon Term-ST3 | National Suppon- AAA Listing with DSE 19-08-1987 Listing with CSE 10-10-1995 Commencement of | 23-12-1986 Trading with DSE and CSE | VAT Registration 9011039307 TIN Cenificate 177-200-002 1/LTU/Dhaka E-TIN Certificate | 5 | 637043541293 Auditors | Mahfel Huq and Co., Chartered Accountants, BGIC | Tower (4th Floor), 34 Topkhana Road, Dhaka-1000, Bangladesh. and | A. Wahab and Co., Chartered Accountants, | Hotel Purbani, Anex-2, 4th Floor. 1 Dilkusha C/A, | Dhaka-1000. Bangladesh. Legal Advisor | S.M Atikur Rahman, Barister-at-Law, | Suite- D (Ist Floor), 105/A Kakrail Road, | Dhaka, Bangladesh. Tax Consultant K.M HASAN and CO. Chartered Accountants,Number of Employees Number of Branches Number of Subsi Companies Hometown Apa S87, New S90 on Re Securities Lad.) 488-02-055 [624d-25, +88-02-955 1525, #88-02-955 1840, 488-02-9552 184, 2-95522 14, 488-02-955093-4 -02-955093-4, 488-02-955093-4 ne (ath and 9th Bloor), 1, Dhaka-1000, Bangladesh. +88-02-9564148, +88-02-9552671 RUPBBDDH Www rupalibank.org, info @rupalibank.org, it @rupalibank.org 3.3 Rupali Bank at a glance: Financial highlights As at December 31, 2018 SL. Particulars 2018 2017 No. taka taka OL. Paid up capital 880,37,38,120 880,37,38,120 )2. | Deposits and Others Accounts 22480,85,90,528 | 19309,02,43,397 3. | Total loan and advances 26058,71,38,829 | 22552,71,20,395 4. | Total liabilities 26058,71,38,829 | 22552,71,20.395 Provision for loans and advances 17312,54,19,314 14997,45 30,667 Income from investment 5788, 16,82,992 4897,07,25,7273.4 Number of Employees ,. | NAME OF DESIGNATION NUMBER OL] Managing Director ' a : [0 a 7 46 05 int General Ma = [067 | Senior Principal Offi a7 | 07 Principal Officer bial [ OS | Senior Officer a [ 09" | Senior Officer (Cash) z | 10] Officer ey IL Officer (Cash) ust Total a 12 | Drafis man (Junior Officer) | (8 [anior Officer ae [15] AC Officer grade-1 Sel 15 | Junior Officer (cash) a) 16] AC Officer grade-1 (cash) 7 17 | AC Officer grade-2 a 18 | AC Officer grade-2 (cash) 8 Total 312 19] Driver Wl 20_| Care taker aoe 21 | MLSS. ey 2] MLSS. (peon) a 33 | Care taker (Guard) ae 24 | Guard 2 25° | Liftman 2 26 | Electrician : 27 ‘| Plumber : 28 | Others “6 = Total 10383.5 Vision of Rupali bank Ita To become a leading banking institution and to play a pivotal role in the development of ¢ needs of its customers through the country. The Bank is committed to satisfying di nology and an array of products at a competitive price by using appropriate tech d contribution providing timely service so that a sustainable growth, reasonable return an professional to the development of the country can be ensured with a motivated and s and athletics work-force. Rupali Bank Ltd dreams poverty free Bangladesh, where sport science and education , health and hygiene , clean and pollution free enviro nme3nt and above all a society based on morality make all our lives worth living - 3.6 Mission of Rupali bank Itd The bank has some mission to achieve the organi: tional goals. Some of them are as follows:- Rupali Bank Limited provides high quality financial services to strengthen the well-being and success of individual, industries and business communities. The Bank has remained dynamic in its continued efforts to improve and increase core competence and service efficiency by constantly upgrading product quality, service standards, protocol and their effective participation making use of state of the art technology. Rupali Bank limited intends to play more important role in the economic development of Bangladesh and its financial relations with the rest of the world by interlinking both modernistic and international operations. Its aim to ensure their competitive advantages by upgrading banking technology and information system The bank looks forward with excitement and a commitment to bring greater benefits to customer. The bank intends to meet the needs of their clients and enhance their profitability by creating corporate market. 3.7 Core values ° Social responsibility Performance Integrity Respect© Innovation ¢ Teamwork 3.8 Objectives of Rupali Bank Ltd, BBE. always ready to maintain the highest quality of services by upgrading banking andard of business ethic technology prudence in management and by applying high s through its established commitment and heritage, * BL is committed to ensure its contribution to national economy by increasing its profitability through professional and disciplined growth strategy for its customer and by creating corporate culture in international banking area. * The objective of RBL is not only to earn profit but also to keep the social commitment and to ensure its co-operation to the person of all level, to the businessman, industrialist specially who are engaged in establishing large scale industry by consortium and the agro-based export oriented medium and small scale industries by self inspiration, RBL is committed to continue its activities in the new horizon of business with a view to developing service oriented industry and culture of morality and its maintenance in banking, RBL has been working from its very beginning to ensure the best use of its creativity, well disciplined, well managed and perfect growth. RBL is always pre-occupied to encourage the inventors for purchasing its share by creating the opportunity of long-term investment and increasing the value of share through prosperity as developed day by day. .9 Goals of Rupali Bank Ltd. + The goal of Rupali Bank Itd is not only to earn profit but also to keep the social commitment and to ensure its cooperation to the person of all level, to the man, industrialist specially who are engaged in establishing large scale busine. industry by consortium and the agro-based export oriented medium and small le industries by self inspiration.of services bY + Rupali Bank td is always ready to maintain the highest quality and by applying high upgrading banking technology prudence in management established commitment and he standard of business ethic through i i eit ” al ec ny by Rupali Bank ltd is committed to ensure its contribution (0 national economy PY increasing its profitability through professional and discipline growth strategy for its customer, 3.10 Features of Rupali Bank Ltd. There are so many reasons behind the better performance of Rupali Bank ltd than any other newly established banks. + Highly qualified and efficient professionals. Rupali Bank ltd has established a core Research and Planning Division comprising skilled person from the very inception of the Bank. Rupali Bank Itd has become a member of SWIFT system to expedite foreign exchange transaction. The inner environments of the all branches of Rupali Bank ltd have been computerized to provide the promptly and frequently customer services. Rupali Bank Itd provides the attractive interest rate than the other financial bank. The bank provides loan to the customers @ lower interest rate with easy and flexible condition than the others do. Profit earning is not the main aim of the Rupali Bank Itd the bank is responsible . to maintain the social duties. « The bank frequent arranges customers meeting to achieve their valuable suggestions. Letter of Credit (L/C) commission and other change are very lower than thi others bank3.11 Organogram of Rupali bank limited UE panna i a 4 4 tana Dus kee ee 3.12 Product and services RBL has different kind of product and services. Its 527 branches carry out all its Banking activities very significantly. Now we can describe about Rupali Banks product and services- Products- Personal banking products- ¢ Personal loan. e Vacation loan. ¢ Car loan. ¢ Any purpose loan. e Small business loan. e Different deposit scheme;Page 149 Monthly saving scheme(MSs) Monthly benefit scheme(MBS) Double growth deposit scheme, Money gram, Le. Services- As financial services RBL, Provides some services to its clients. These ares- Corporate Banking Personal Banking SME services Capital market services, Telephone and internet banking services, 3.13 SWOT analysis of Rupali Bank Ltd, SWOT analysis gives an Organization an insight of what they can do in future and how they can compete with their existing competitors, Strengths: * Large number of branches than any other bank in our country. ¢ Rupali Bank Ltd. has already established a favorable reputation in the banking industry of the country. * A good number of experienced bankers in its management. The numbers of depositors are more than other bank in our country. Largest nationalized commercial bank of Bangladesh. Have proactive and efficient management. ¢ Most profitable bank in Bangladesh. Weaknesses: The activities of bank are maintained by manually in the rural area.© Pe ‘ople do not get better facility in government bank that they get in privet commercial bank, * Low remuneration package. * Lack of modern information technology being practiced. * Salary is fewer amounts other than competitors. ° They have not adequate ATM booths. Opportunities: * Their network service is whole the country, so people get more service here. e Rupali Bank can collect deposit from rural area that other bank can not do because of their huge branches. * People are interested in getting personal loan with lower interest rate. ¢ High contribution in economic development Money transfer easily in any branches of Bangladesh. hreats: Many banks offer different type of product that people like than Rupali . Bank. ¢ The employees take more time to work that people dislike, so their customers may decrees in future. > contemporary banks of Rupali Bank Ltd such as private Bank are its major rivals.4.1 General Banking I is most importa C POTLUNL Side OF the hank, R; n between lenders k is nothing but a middlen unk ids a huge amount plus unit) and borrowers (det c of money from the depos; “Posiors, General banking is the side where banks offer different Hit). To provide | alternatives (0 the clic a Ie clients to deposit £0 deposit and remit their money. ‘To encourage the clients, bank offers different o i pl ae Pons in font oF their etients, Most of these options are very much ies may not be the same. between the banks, but the custom and faci y Branch of & wtintain the General Banking department. It takes very Bank has to Care of lot of important banking acti Rupali Bank . nt banking activities mainly collecting the deposits from customers. ali Bank Limite « inited, Johnson Road Corporate Branch has all the required sections of General Banking. e Loca equipped wi The Local Offic Cquipped with the following sections of general banking: + Account Opening + Telegraphic or Telephonic ‘Transfer (TT) + Pay order « Demand Draft (DD) 4,2 Account Opening Section The relationship between the banker and the customer begins with the opening of an account by the customer. Initially all the accounts are opened with a deposit money by the customer and hence these accounts are called deposit account. Usually a person needs to open an account to take services from it. Without opening an account, one can get only a few services from the bank. So the banking begins actually by the opening of an account with a bank. 4.2.1 Formalities maintained for Opening an account Application on the Prescribed form The person willing to open a current account with the bank has to make application in led up and signed by the applicants. the prescribed form. This form must be properly fill1: The applicant alse aquired ty from whom the 4, Mri in the banker ay application form the names of the referees Make inquire Wires regarding the character, integrity and respectability of the ¥ Of the apptic MS. In he bank or some St cases t NE Other PerSOM know the introduction is done by the customer of i IWS 10 the i CouNE number (if anyy the hank by signing on the application form with his! he! Specimen si ature Every customer ig 3 iS required Sto supply ¢ her signature. These gj, Y (0 his banker i er with one or more specimens of his! signatures are be ee and his signature of uy We taken on cards, which are preserved by the banker © ACCOUNE hole : oe signatures. Her-on the cheques is compared with the Specimen 7 ; 42-4 Opening and operating the account After the above formaliti ait ee 7 Se over, the banker opens an account in the name of minimum amount to be deposited initially is tk 1000/- for opening a curr ypening ent account. Then the bank Provides the customer with: 4.2.4.1 A pay slip/ deposit book With a view ili ‘ oan Of facilitate the receipt of credit items paid in by a customer, the bank will provide him/ her pay in slip either loose or in a book forms. The customer has to fill up the pay in slip at the time of depositing the money with the bank. The cashier with his/ her initial and stamps will return the counter foil to the customer on the receipt of the money. 4,2.4.2 Cheque Book To facilitate withdrawals and payments to their parties by the customer, the bank will also provide a cheque book to the customer. But it is noted that to get a cheque book, the customer has to dully fill up the cheque requisition slip to the banker. 4.2.4.3 Formalities maintained for closing an account The customer may inform the bank in writing of his/ her intension to close the account.Generally, there pe The customer er has to {0 apply (0 the branel in ehunye for clersiyy the account Tet the in charge wi Tee Will remark on the account «© account, nt eloy pplication for elosing Hh By drawing ac a cheque of the He OF the whole amount and a ni basanee: confinnation 19 be taken from the account holder, Recover the unused cheque ese chedis) le hook aver and enter into the “Broken cheque register’ Remove the account openi i " pening form, specimen sip) : : relating to the closed account, Remarks of accor s Ie Iccou s i : unt closing, at Iyer fe ' . manage or supervising offic The bank ay itself asl : er may itself ask the customer to close the account when the finds that the account is not been operated for a long, lime. It the ack is ‘ale fe count is not operated upon for 6 months then the banker will (ry fo do the bilater: icati i iJateral communication with the account holder. But if the banker docs not gel any response from the account holder then the account becomes “dormant” account. If the is not the operated upon for 2 years then the account becomes “inoperative” account. A new register for unclaimed deposit account will be maintained called “unclaimed deposit account”. For withdrawal at any amount from that account, permission from head office or controlling office wins is required. are three types of accounts in our country’s banking system. Current account or Demand Deposit (CD Account) Savings Deposit (SB Account) Fixed or Time Deposit (FDR) Other Types of Deposit 4.3 Current Account Current account is purely 4! amount to the account holder on Which may be operat nt because the bank is bound to pay the jemand deposit accou! jme. It is running and active account, demand at any ¢ d upon any number of times during a working day. There is no ed upo!Ri L 2 oat SEE OL ANS RMD oF and the “we AMOUNE Of Wi Qt eMOWUUIS OF a cuenta Withdrawals from a current account. The ACCONNE ate 4 ae as follows: PEMATY Objectiny Y obicctive of is 4, S10 serve stock on os, i Wek COMPANIES, PUbHIc Limited coy Dig customers such a } joint mpanies, publi Panies, public limited companies ete. fro themselves, businessmet dhe Fish oC hanatting eash by 2 oT abey wedertake to make sost of provid Providing curent account ilities is considerable to the bank since payments And collects the bills, drafts, cheques for any nauntvr of times in a parti 8 iN a partic y seinen , ular day. ‘The bank therefore does not pay any interest on ett Posi’ while ¢ ' hile on the other hand: some banks charge for incidental mi such account. 4 Bor opening of a current ace, ini pening Swrreat account minimum deposit of taka 1000/= is required. introductory reference is als i ntantuctory reference is also required for opening of such account. 4al Documentations Proprietorship + Up-to-date copy of trade license + Introducer of a CD account holder + Two copies of passport size photographs of account holder «Seal » TIN «VAT certificate Partnership + Up-to-date copy of trade license of a CD account holder eraphs of + Two copies of passport size photographs 0} “ee nership Deed. notarized by Notary Pul and letter of partnership (MF-07) + Introducer account holder + Photocopy of part + Account agreement (MF-06) «Seal + TIN + VAT certificate126 Up-to-date copy of trade jj, + TWO COPIeS OF passer ton Siz Certified copy of Mem © Photographs ora q dum of 4 Account fy ANd Article older the managing Directo, . Photocopy of the certifieg » _ List of directors ag Per ret Sof Association Signed and vealed by a f Mcorporation UMN Of io; N Of joint Stock «Seal of each operat; Perating persons OMpany with signature + Particulars of Directory Resolution for openi . NE account wi With the ba ink 4, Public Limited Company « Up-to-date copy of trade license ‘ ee ee Neonat of account holder the managing Director. and Articles of Association signed and sealed by « Photocopy of the certified of Incorporation « Seal of each operating persons « Particulars of Directors « Resolution for opening account with the bank «Certificate of commencement of business List of directors as per return of joint stock Company with signature. 5, Societies, clubs, Associations etc * Up-to-date copy of trade license = Registration from the concerned “_— IW! i ly signed al and regulations dul * By laws/ rules gu. " ning account wit holder nd sealed by chairman * Resolution for ope * Introducer of a CD account * Seal of each operating personsja pised Deposit Receipts (FoR) Page [27 are the deposits, Which I is purely a ti mad ance. © With the bank a inst these deposits fixed period specified in nd therefore the . » The bank doesn’ sits: AE Present the rate of interest § SOK offs higher for fix ‘ maintain cash reserves Tates of interest on such gs Lined Is 12% © posit Receipt (FDR) inthe Rupa avings Account account is me; ‘ant {Or the peo le Of the low, fer and mid . mes to meet their future idle classes who wish to aims to encouraging Savings of avea part of their inco: ae heed and intend to earn an income from not apvir savin 7 trading persons, institutions, society Money in the bank. Both the elements of count, uni clubs ete. by depositing small amount of time and demand deposit are present in this ac 45.1 Documentations Two copies of passport size photographs of account holder + Photograph of the nominee + Introducers reference + Employer certificate 4.6 Other types of Deposit Accounts 4.6.1 Short term deposit i i i t are to those Itis also a time deposit account. The formalities for opening of this account are to * isalso a time 5 _— ° nt account. The only difference 1s that 7 days notice is inquired for mquired for curret 7 1g . is paid. Withdrawal of any sum and interest is pal 46.2 Savings schemes Limited introduced various n i Bank Limi q 4 encourage saving Rupal attract depositors ant Shemes,InLY Savi 463 Monthly Savings Scheme Page [28 j,oniectives ! . Building the habit Of say Savi Attract small savers _ «Saving for rainy days . Ensure regular income flow 3, Mode thly installments of various ¢: Monthly SOUS Sie for 2 Fined depos 3, Benefits Lump sum returns after various terms of period 46.4 Monthly Benefit Scheme 1. Objectives « Help the retired persons for investing their retirement benefits « Create investment opportunities for non resident Bangladeshi « Explore investment opportunities for school, college, university etc. 2.Mode Deposit a fixed amount of money, say tk. 50000 or it’s multiply for five years. 3, Benefits A fixed amount of money in every month for five years. 4.6.5 Double deposit scheme 1. Objectives Sse ee po i education. marriage etc * Help in meeting specific needs like - orit’s mulply &F 7 years y, say Deposit a fixed amount of mone?_ : 7esrue even years: : ears deposite Mount wi} be dc ~ louble, yonthly Amount Receiy, ed at a ~ er 05) payment Principal Interest >) amount ‘neipal + Pring 30,000/- $773, ; = Interest 60.000/- 11 347 '0/-25,860/- ~~ 85,860/- 90.000/- 17,3212 9735 1:20,000/. Si,7auazaraar- OTS2U- 1 80,000 aasey- a8 BRR 1.20.000/- 23,095/2 iS 1,80,000/- 34,6427. aa Loader 343,442/- 50,0007. Interest Principal + 00" 143,095 7, soo 3,00,000/- 57,738/- f v pSsloa Bs 164 | to I $,00,000/- 2,58,607/- 8,58,607/- 48 Clearing House : jgaring house is an assembly of i cl - ‘ y of the locally operating scheduled banks for exchange of ct es. ts, pay ort i cheque’ pay lers and other demand instruments drawn on each other and reeived trom their respective customers for collection. The house meets at the appointed pour on all working days under the supervision of two central bank officers or its agent ws the case may be, and works within the regulations framed therefore on the basis of prevailing banking practices. In Bangladesh, clearing house sites at Bangladesh Bank where there is no office of the Bangladesh Bank, sonali Bank acts as agent of Bangladesh Bank. There are mainly two types of banking systems Bangladesh, such as: branch clearing or inward clearing + Internal clearing or inter : aring. i clee «External clearing or inter banks clearing or outward 49 Other Parts of General Banking 49.1 Crossi . Tossing cheque within two parallel lines. This « the face of the fety. . as an element of sal - earing house» side of cl Grossing cheque is written acros Ractice becomes common eve oUF2 [30 lly ESS OLE cheque Used jn, N bay ADK. Sug Ich as. Open cheque: 4 * A chegu, nae Whit QnoWN AS OPEN cheque "CAPA OF he; . : eing pai Crossed cheque: 8 Paid over the * heque: 4 cheque, Whig er the counter in cash is Ww sto ich, the amount Of its pa £aN only paid tothe b Wee, ie banker for crediti ing the proces p Purpose of Crossing qos 3. Cressi a direction 0 the payin ora particular bank, Paying bank to particular bank, so that Pay the money generally to a bank 3, Itean be easily trace 3 'Y traced out for whose use th honey was received. 49.3 Forms of crossing 1. General crossing 2, Not negotiable And company and co, 4. Not transferable Special crossing 4.10 Endorsement a negotiable instrument. According to the ‘An endorsement is the mode of negotiating, n the maker n Instruments Act, 1881, an endorsement is “wher otherwise then as such maker, for the f or on a slip of paper annexed there sxtion 15 of the Negotiatio orholder of a negotiable instrument sign the same, n, on the back of face thereo! purpose of negotiatior me and is called the endorser.” 'b......he is said to endorse the sa 4.11 Dispatch letter, statements and returns and telegrams. This Dispat spondence, patch includes all corresp° sed into two categories: «sarily divid spatch is also known as Mail. Dispatch is primarily divi yutside. 1. Inward: It means what af receives fromthe 0 t to the outside. 2 Outward: Tt means what aypisispatel ab divided ing, cle y Ordinary. ( ») Registered and WW ie) Hoel iwery comespOnHeNEE SHOUT Have gy fr M Office co Py pind in he Master file oF the ottigg and one additional copy is also 412 Interest Rates SLNo. ‘Types of Deposit Interest Rate per annum 1 Savings Deposit 500% 2. Short Notice Deposit 5-1% 3. Deposits a) FDR(1 month-1 year) 12.00%. 'b) RDBS( years) 12.25% c) RTBS(9.5 years) 12.25% d) RMPS(3 years) 12.25% | | = 6.5-7.5% 4, Rupali Bank Deposit Pension-Scheme 2Patio MAY sig rae [33 AWA Ww wy Wathon WHOA arious oon an atoete NAN ANNI bon MAMSON ap fing NY's f wind vt (aatilY Ave Soon ane ritements, Wis used to 4. Woroy Ratiog ane LL Eesenane st as ett ’ © WAH the pro AW ate elticieney liquidity, WAL NS POVIONS yuan ; NUE fom cane ae SSS 80 thac Year numbers and th Ne other and then oops ANU ay, Mies OF industry can judge the oF inti TMation contained ina financial the oo © company's in “ neome Mors and company Nhwes ata Coton ys WL th oe SOE UW Delpy inv trom ‘Story, statement and ASE POelenyg INE WetdomaMES ant internal management to S MMesswoy iti OTK, intuition and sound judgment OAM wy a 370 nz TOE Mag | 2016] 2017-2018 XONAR TRE TS ino SOON 125000 Dana ~ m0 [MR.00% 0%) 102.00% | 109.00% 19.035 | Oe Ta STN | SIO §9.49% | GOINT rar SDT [15.327 Ne Pott Margin Assets, 3| 3 0. harnover 8% Tarmover 8% | L% | 0.5 VS | Ld i O.75% | 0.94% 2.03% AWE jb £2 Debt to Equity Rati Debt tw Equity Ratio is also known as leverage ettio, It measured how mich debt a nount of ssets, Ina simple term, it used to determine the debt equity ratio is preferred 1.00 (100%) or lowers than ts a company Uses both equity and debt equally to tinance its as: its operations, On the other hand, if the 100 (OO%), Te mean Fit use large portion of equity to finance * js more Tt means the ‘ is : une 19e then I Will be ¢ ratio or debt to equity re than 1% then it amore than its equity t te the any thaw U ae lenders have more money ie the com any co finance its opstations which present that he comyuany’s equity holders and pany using its debt Sefiantly tha shows Debt to Equity Ratio = sijgrentolder i oping this ratio. This —o vatj Bank for analyzing this ratio. This The ral Report of Rup Baul € data retrieved from the Am2 of §; : Mancial ‘Rl statements, It is used to Performan, “Alculateg S€ Such 2s efficiency liquidity, m the ao « ‘cUrrent Year numbers and then big an OF industry can judge the ‘Ommation, Contained in a financial ™ the company’s j MPAQY'S income statement and (Ors and *s it mes Company's internal management to Stesswork, intuition ang sound judgment. | ATONE 2013 | 2 ' 2014] 37s Neds to Equity Ratio 7 a § [1170.00% 1061.00% | 103.0% ae 00% Da 1056.00%| {02.00% 102.00% | 12.98% | 1.94% | 978% | 49.88% [42.58% 84.29% 165.32% | | 114% | 0.75% 0.94% | 0.85% | 2.28% | 178% 1.13% | 0.51% | 17.00% Tike SS [190s nt Assets R Asset Tumover Na Profit Margin | £2 Debt to Equity Ratio: Debt to Equity Ratio is also known as leverage ratio. It measured how much debt a company used to finance its assets. In a simple term, it used to determine the amount of Je. A debt equity ratio is preferred 1.00 (100%) or lowers than vera; 1.00 (100%). It means a company uses both equi a company is usi ity and debt equally to finance its assets operations. On the other hand, if the it its & i use large portion of equity to finance I oes then it will be risky. It means the . Se ive equity ratio is more than 1% ance its he company’s equity holders and ratio or debt to ons which present that . ity to fin’ operations w’ re than its equity sompany using its debt mo ; vy in the company than Se lenders have more mone) antly that shows risky. tor aes «sy Ratt Molders equity Debt to Equity Ratio © sare! om ; Bank for analyzing this ratio. This Rupali Bank port of jal Ret The data retrieved from the Ant™compare with th Ie previous s years so that the other companies or indt s or industry can judge the company’s positi sition. It is it . It is a quantitative anal lysis of informati i jon contained in a financial statement. Thi mi - This analysis lane che y ysis data collected from the company’s i oa, ' income statement and Ips investors, creditors and company’s internal bal jernal management to understand th Ie past past performance and reduces guesswork, intuition and sound judgment. ; ment, RATIO ANALYSIS 2013 2014 201: 5 2016 2017 Debt t« i i aa (0 Equity Ratio |1170.00%|1061.00%| 1043.00%|962.00%| 1056.00% 1230.00%| — 107.00% | 117.00% | 12.00% |102.00%J 102.00% | 109.00% : 18.34 | 19.03% | 12.98% | 7.94% | 9.78% | 8.10% let Profit Margin 73.26% | 89.49% | 49.88% | 42.58% | 84.29% 165.32% [Return on Assets 203% | 1.82% | 1.14% | 0.75% | 0.94% 0.85% |Asset Turnover 211% | 2.03% | 2.28% | 1.78% 1.13% | 0.51% 5.2 Debt to Equity Ratio: Debt to Equity Ratio is also known as leverage ratio. It measured how much debt a sets. In a simple term, debt equity ratio is preferred 1.00 (100%) or Io uses both equity and debt equally to finance its assets x hand, if the company used to finance its as: it used to determine the amount of Ieverage a company is using. A wers than 1,00 (100%). It means a company or it use large portion of equity ge ratio or debt to equity rat using its debt more than it to finance its operations. On the othe io is more than 1% then it will be risky. It means the which present that Ievera: quity holders and company equity to finance its operations the lenders ha ompany than the company’s ¢ defiantly that sh ye more money in the c ows risky- ‘Total liabilities pebt to Equity Ratio = SyjareMolders equity i ing this ratio. This rhe data retrieved from the Annual Report of Rupa Bank for analyzing this aio. Ths The data retriev'calculation is calculated i Page 134 lated in MS Excel f shows that Rupali B for the year 2013 to 20 3 18 and 2018. My calculatis it . My calculation highly leveraged organization, The banking industry industries i Ties in Bangladesh because of that the debt to Iscculive six years . ie six years, In banking perspective deposits are ‘ank Limited treated as debts au qT 's and loans provi ans Provided are treated as assets. The deposit that th ssels, sit that the customers keep with this bank i . ; k in returns of interest is financed by Rupali is operating expense. y Rupali Bank and it incurred as an 5.3 Current Ratio: sr man cea eae obligations, In other words, a ne sin at ee : ml tee - en amount of current Liabites provides so joes Seen : ; a me assurance that the obligations coming due will be paid. A current ratio of more than 100% shows that a company has the ability to pay off its obligations. On the contrarily, a less than 100% of current ratio signifies that the company’s financial strength has lacking and it would face difficulties if it has to pay off its liabilities. If the ratio is equal to 1%, the company has a balance between its assets and liabilities and can easily pay off its obligations without getting bankrupt. Current Asset Current Ratio = ———__,..... Current Liabilities The current ratio of Rupali Bank Limited shows that the bank had more assets than its ined the ratio for consecutive six years. In my calculation 2013 to liabilities and it maintai other but did not fall down. So it means that the 2018 it slightly fluctuate with one an company had the ability to repay its obligations. Howe" Rupali Bank is in a favorable situation. yer to analyze the current ratio it indicates that 5.4 Return on Equity: age of shareholders f net income returned as @ percent: f the profit that is generated as a result o! te that profit. It is a tool that ing their investments Return on equity is the amount o aid that ROE is refers to the y being financed to general e company will be us equity. It also s amount of shareholders equit! investors use [0 evaluate whether th productively or not.Return on Equity = — Net Income SMareMolders Equity In 2013, ROE of Rupali Bank i ue on ipali Bank is 18.34% and in 2014 the ratio increase to 19.03% but a ie down 2015, on is81 seca we 1 in 2015, 2016, 2017 and 2018. In 2018, the return on equity is 8.10% sl 'S lat there wa antial ii : © Was a substantial increase in the shareholders equity in these years and the after tax profit i AX profit of the bank did not increase at the same rate during these period. 5.5 Net Profit Margin: wena eee revenue outstanding afier all operating expense, : ividends have been deducted from a company’s total revenue, It also called return on sales ratio or gross profit ratio. It shows how much profit is cammed by a company for every currency of the revenue generated. It is usually expressed in terms of net profit as a percentage of revenue generated. This ratio use to measure how effectively a company can convert sales into net income. NEE P efit Margins Net Revenue Net profit margin ratio helps a company to decide whether it should reduce its expenses or not. High profit margin means low expenses and higher expenses mean less net profit. Ihave found on my study that in 2013 profit margin was 73.26% and in 2014 it increase to 89.49% but in 2016 and 2017 ratio decrease to 49.88% & 42.58% respectively. These two following years there was a significant increase of operating expenses which provided less profit. Again it started generating higher net profit margins from 2017 to 2018 and the percentage increase from 84.29% to 165.32%. 5.6 Return on Asset Ratio: ‘9 often called the return on total assets. It measures the net income Return on Assets rati produced by the total assets during a period. Return on ‘Assets shows how well the assets anaged to contribute to the generation of profits. It is usually percentage of the total assets of the company. are at generating profits. Ttisa of a company are m: ed in terms of after tax profit as a express e how efficient the assets ROA is used to determin profitability ratio.ge 136 Roa = Net Income Total Asset In my calculation Thave seen that in 2013 it was 2, a $ 2.03% and then every year the ratio 7 f oie year, in 2018 it was 0.859%. This occurred possibly “erin “Somes on investment made by the bank which as a result T profits. If the assets not the company expected. So, in this case may went down from 2014 to 2018 because of low generated low. ‘uccessfully utilize, the profit will not come as agement plays the crucial role to manage and : ge an balance both company’s assets and profits, 5.7 Asset Turnover Ratio: Asset Turnover Ratio i i tio is a measure of how efficiently a company uses its assets to re apes 54 9 generate sales. It is basically an efficiency ratio. If the turnover ratio is high the company performs better. It means the company generates more revenue over proper using of assets. Net Sales Asset Turnover Ratio = ————— 1° Total Asset The data in my calculation present that the ratio decline from 2015 to 2018. In 2013 the ratio was 2.77%. It was better than other years. In 2014 it decline from 2.77% to 2.03% but the company able to increase its ratio to 2.28% in 2015. After that last three years the turnover ratio is in the downward. The possibility of this occurrence may have been caused due defaults in loans provided to customer which were written off as bad debts. 5.8 Horizontal Analysis: Horizontal Analysis is a comparison of historical financial information. It is used to show the growth of the bank. The analysis for evaluating the performance of a bank following formula has been used, Current year amount — Base year amount Change since based period = Base year amountTne & SOF IS shown between two. years. [Particulars 2018 2017 a fFrotal Assets me | 252,161,232,386 | 254,912,200,069 =1.08% [Deposit 194,825,100,756 | 204,837,730,569 489% [Loans & Advances 151,864,534,491 147,366,652,393 3.05% [Fotal Import 114,747 126,571 D3 | (Total Export 93,700 110,096 -14.89% | Operating income 12,072,856,092 11,906,313,449 1.40% \ Operating expense 6,166,432,888 5,749,625,533 T23% \ let profit after tax 2,139 2,393 -10.61% | [Total liabilities 225,746 230316 ~1.98% | Shareholder’s equity 26,415 24,461 7.99% [Retained Earning 247,251 34,394 354.56% | Horizontal analysis of key factors of banks shows that the Total Assets decreased by (1.08%) between the year of 2017 and 2018. Total Liabilities are decreased by (1.98%) ed by (4.89%) and the amount was 194,825,100,756 in 2018 compare advances is increased by 3.05% and the amount was in 2018 Total Import is decreased by (9.34%) from 2017 to 2018. J) and the amount was 114747 in 2018 compare tc d by 1.40% from 2017. And the operatin d by (10.61%) and the amount increased by 7.99% and 1 Deposit is decreas to 2017. Total loans and 151,864,534,491 from 2017. Total Export is decreased by (14.89 2017. Total operating income is increases expense is increased by 7.23%. Net profit decrease decreased in 2018 compare to 2017. Shareholder’s equity Retained earnings increased by 354,56% between 2017 and 2018.© 137 2018 .—-—— Total Assets BUSI u ae = ; 254,912,200,009 “0R% 194,825,100,756_| 0a, BT 750565 “42% [Loans & Advances | 151,864,534-451 147,366,652,393 3.05% [Fotal Import 114,747 126,571 TING [Total Export 93,700 110,096 14.89% (Operating income 12,072,856,092 11,906,313,449 140% (Operating expense 6,166,432,888 5,749,625,533 7.23% let profit after tax 2,139 2,393 -10.61% [Total abilities 225,746 230316 -1.98% Sharcholder's equity 26,415 24,461 7.99% [Retained Earning 247,251 34,394 354.56% Horizontal analysis of key factors of banks shows that the Total Assets decreased by (1.08%) between the year of 2017 and 2018. Total Liabilities are decreased by (1.98%). Deposit is decreased by (4.89%) and the amount was 194,825,100,756 in 2018 compare to 2017. Total loans and advances is increased by 3.05% and the amount was in 2018 151,864,534,491 from 2017. Total Import is decreased by (9.34%) from 2017 to 2018. Total Export is decreased by (14.89%) and the amount was 114747 in 2018 compare to 2017. Total operating income is increased by 1.40% from 2017. And the operating 7.23%. Net profit decreased by (10.61%) and the amount is expense is increased by 19% and the decreased in 2018 compare to 2017. Shareholder’s equity increased by 7.9 Retained earnings increased by 354.56% between 2017 and 2018.6.1 Findings Frage [39 Delay in transaction ver ern and over the counter for this reason the customer very finds lat there is lon; i rt ee ) Ong queue in the counter, The reason of such queues due to the lack of initiative of the concern officers, Absence of modern technology so works delay and it does not compete with other Bank. In Foreign remittance Previously customer need only nationality certificate. But now change of the rules they need passport and ICDC Number. So sometime people face problem for this new rules. Discourteous Behavior by staff and officers very often it is found that customer and a member including branch manager on some occasion are found in heated discussion. Lack of Team work is a major problem in general section. It is one of the most important criteria for development of customer service in this branch. In Foreign Exchange Division there main problems is lack of manpower for that reason the employee does not complete the job in time. In the Foreign Exchange document systems are not modems so employee wastes their time for looking document for in time. Decisions are centralized. ‘As an authorized dealer branch, they always need to correspondent with others. In credit and foreign exchange section has to proper different types of loans and LC proposal. But they have only three computers in the whole branch. Broad Band line is suitable instead of on line care systems. Lack of on line banking the work is slow. banking system they follow the traditional banking system. The entire In general is not fully computerized. general banking procedurePage [40 Lack of verity of services is aloo a drawback of the Rupati Bank : general banking area of the heh vate , i i hank povided only some traditional limited services to its clients, As a resntt the bank i falling behind in competition, They are not using, Data Base Nedvorking in UP department, So they have to transfer data form braneh to braneh and be auch to Head Office by using floppy disk and itis nota good s OM, In cash of online baaking service Mercantile Bank charge is 1000.00 yearly, which is high compare with the other bank, In some cases the mumber of employee engaged in rendering specific services is insufficient, ively which is an obstacle in Employees are exposed to ens ox i i ive its er pr and full ‘The location of this branch is main constraint to give its customer proper ople who want service from service, There is no easy way (0 £0 (0 the branch, Pes this branch don’t tect interest because of location.a 6,2 Hee Hendations: © REL have most he i "Ve mou helpful and efficient employees but still in the Maldahpatty Branch, Dinajpur it has not suff “tent employee 10 serve customer timely and fast © Almost ever lay a my every day a huge number of customers come in the Maldahpatty Branch, Dina ‘This brane! najpur, “This branch ig very much busy whole day. In that case I have seen sometimes me employee very much impatient to attend the customer. I have scen some there wer Certain misunderstanding between customers and employees. In few cases i has seen that fault ‘as caused by employees but most of the time mistakes from customers? end. So in this situation employees have to be cool and cleverly handle the different case, Every day lot of different types of customer comes to the bank. In this weather most of the time ACs not works. So it gives a bad impression on customers. The cayironment is important for all organization. It is hard to work for employees as well as customers to do their isk properly without sufficient facilities. * Delivery of cheque book or master debit card is delayed beyond the deadline sometimes which is not expected. Usually master debit card is supposed to be delivered within 3 wecks. If it is not possible to deliver it within this time then it is better to inform customer before they come to collect the cards. © My practical observation in another department which is foreign exchange department, 1 worked in the export section as an intern I have seen that in export jon there are shortage of employees. And it is difficult to them to done the task within a certain period of time with extra loads of work. Export department is one of the most important scctors in the bank. The work of 4 section is mostly doing with the software. So the weak technology is not expor s table at all because it kills the time and employees cannot meet up the deadline. acceptable a i e i logy improvement and sofiware updated is needed to look after the Head ‘Technolo early as possible. cat jern technology people are familia and user friendly with ATM card. Now-2- odern : : a ot necessary to come to the bank every time for collecting money; ATM pene days it's card makes ito ; Ce emship period that a big number of customers complain of ATM card . So it is , So the ATM service should be fast and upgraded. I have seen ag my int uri = and fi needed to upgrade the ATM service. se has servicest quali) activities, OM for prepare ™ npatty Branch, Dinele- products and services tht Within two years, In Rupali Bat Banking, Corporate Banking, Islari offer different type of products, depo ratios to present the performance of as)» To identify the success of any organizalire section of the work place. In any Bank there « credit section and foreign exchange. Cash ani ¢ banking supervision, The most important part fv: because at first for any transaction client must he general banking deals with account opening, pay diffrent type of deposit schemes. A bank's performan, service, The global success or failure of the Bank as a... section of a bank depends on general banking section ty, deposits no bank will be able to sanction the credit facility. Rupali Bank Limited started with a dream to be the most efficient 4, in the country and it believes that the day is not far off when it Will rea, in the ‘ 7 jes to come UP with new ideas, innovation and uniqueness in thejy y, tries " d uniqueness Im hei yy J 5 forward to a new horizon with a distinctive missig,, modern and transparent institution comparable to any et be ity ly competitive " \d abroad. Bank Limited look: hight! home an6.3 Coneh Page [a2 mn: Rupali Bank is one of the top class. public by minks in Bangladesh, Its main motive i ooo ‘ : sh. Its cis to serve best quality service throughout the different activiti en World. This report reflects a clear idea of * financial performance of Rupati knowledge for prepare my internship ro Bank Limited. 1 gained my Maldahpatty Branch, Di Port by doing internship in Rupali Bank Limited, rte mn ts sc within (Wo years. In Rupali Bank there are different [ rb itty ke oa Banking, Corporate Banking, Islamic Banki - : aaa i oa cae ee ae ee nking, SME Banking and NRB banking. They : S, deposit schemes, loans. This report contains analysis of ratios (0 present the performance of last two years. To identify the success of any organization it is required to give keen sight in each section of the work place. In any Bank there are three sectors these are general banking, credit section and foreign exchange. Cash and Clearance section is under the general banking supervision. The most important part for the bank is general bank section because at first for any transaction client must have an account with the bank. The general banking deals with account opening, pay order check book facility and different type of deposit schemes. A bank’s performance depends on their customer service. The global success or failure of the Bank as a whole depends on it. Every section of a bank depends on general banking section because without sufficient deposits no bank will be able to sanction the credit facility. Rupali Bank Limited started with a dream to be the most efficient financial intermediary in the country and it believes that the day is not far off when it will reach its desired goal. It tries to come up with new ideas, innovation and uniqueness in their business. Rupali Bank Limited looks forward to a new horizon with a distinctive mission to become a highly competitive modern and transparent institution comparable to any of its kind at home and abroad.2 [43 REFERENCES te. K. (2000). 4 brag 'S advertis; the manut ‘ ising and , facturer’s Telationch: Promotion allocation strategy: The role of - (2003), F; £ banks i inane’ of banks in developing _ ial sector reforms and corporate governance if econo) mies: is : Journal, 42), 187-294, the Indian experience. South Asia Economic ann, T. G.. & Tumer, J, D. @008, ¢ 904). Cor ies: "porate gover Ps . economies: Concepts and issues governance of banks in developing Review, 12(3), 371-377 Corporate Governance: An International e. P. R. & Chung, C. M. + (2005). Effects of pricing and promotion on consumer perceptions: it dey ends on how you frame it. Journal cf Retailing, 81(1), 35-47. roxall. G. R. (1994). i x (1994). Consumer choice as an evolutionary process: An operant interpretation of adopted behavior. Advances in Consumer Research, 21, 312- 317. Kopew. C. E., Kruglanski, A. W., Arens, Z. G., Etkin, J., & Johnson, H. M. (2012). The dynamics of consumer behavior: A goal systemic perspective. Journal cf Consumer Psychology, 22(2), 208-223. Moorthy, § and Hawkins, SA 2005, ‘Advertising repetition and quality perception’, Journal cf Business Research, 58, 354- 360. Shleifer, A., & Vishny, R. W. (1997). A survey of corporate govemance- The journal cf ‘finance, 52(2), 737-783. 2 of two types of price discounts in shifting consumers’ esearch, 62(1), 14-21. Teng, L. (2009). A compariso : entions. Journal cf Business R attitudes and purchase int a weigelt. K. (1998). ‘An empirical examination of advertising as Thomas, L., Shane, ale tg ce journal cf Beonomic Behavior & Organization, a signal of produ 7 37(4), 415-430.