Chapter One

Introduction
1.1 Introduction:

Banking is the backbone of an economy. All sorts of economic and financial activities
revolve round the association of the bank. As the industry produces goods and
commodities, so does the bank creates and controls money market and promotes
creation of capital. From this point of view, banking-a technical profession- can be
termed as industry. Services to its customers are the products of banking industry
besides being a significant factor in promoting capital formation in the country. As all
economic and fiscal activities revolve round this important 'Industry', the role of
banking can hardly be over emphasized.

Agrani Bank Limited is a state-owned commercial bank in Bangladesh. It has a wide

network of 956 branches across the country. The bank offers a range of financial
services including deposits, loans, trade finance, remittance, and other banking
services. This report focuses on the customer complaint solicitation and its remedies of
Agrani Bank Limited.

1.2 Background of the Study:

This report is initiated as the course requirement of EMBA program, faculty of

Business Administration, Patuakhali Science and Technology University as practical
alignment is integral part of EMBA program requirement, I went to Agrani Bank
Limited, Sadar Road Branch, Barishal to take the real life exposure of the activities of
banking financial institutions from. The study is on the customer complaint solicitation
and its remedies of Agrani Bank Limited, Sadar Road Branch, Barishal, under the
supervision of Dr. Afjal Hossain, Professor, Patuakhali Science and Technology
University.

1.3 Objectives of the Study:

The broad objective of this report is to fulfill my EMBA degree of Post-Graduation

program that helps a lot to learn about the practical situation of a financial institution
and implement theoretical knowledge into practical and realistic work environment.
Beside these the specific objectives are the followings:
  To find out the customer complain about Agrani Bank Ltd.
 To provide suggestions to overcome the identified problem.
 To find out the solutions and resolve the problem.

1.4 Scope of the Study:

In this report, I included a brief introduction of Agrani Bank Ltd. which contains of its
significant background, goals, obligations and special features of the bank. The main
part of the body Customer Complain analysis and how to resolve these issues. As I
have worked in and observed the operations of Sadar Road Branch, Barishal only. Most
of the data used in the reporting of the report are from secondary sources. All the data
related to the reporting requirements are not obtainable due to confidential reservation
practice for the advantage of the organization.

1.5 Sources of data:

 Primary data
 Clients of Agrani Bank Limited.
 Employees of Agrani Bank Limited.
 Annual report.
 Different articles and Internet sources etc.
 Relevant file study as provided by the officers concerned.

Face to face conversation with the particular officer of the branch.

 Secondary data
 Website of ABL.
 Published material and office circulars of ABL

1.7 Limitations of the Study:

During groundwork of this report some difficulties have come across, which can be
termed as the restriction of the project, these reasons did not allow this report to go in
complexity of issues hence numerous parts of the report is not concentrated. Although
the officials were so busy, they gave committed cooperation in the time of internship
also in preparing this report. The limitations that were faced:
 The one of the most important limitation was time constraint. I have learned a
lot of things during my internship. However, it was not enough for me to learn
and develop knowledge about all the activities and operations of the department.
Hence I was unable to conduct more in- depth and detail oriented analysis and
include that in my report.
 Lack of records, adequate books, publications, magazines, journals and figures.
 Limited access to essential information preserved by the bank.