Professional Documents
Culture Documents
ON
CUSTOMER SERVICE ACTIVITIES
OF
MIDLAND BANK LIMITED
…………………….
Dhrobo Chandro Ray
ID No: 1807044
Reg. No: 000011501
Session: 2018-2019
BBA 4th Year 2nd Semester
Department of Marketing
Begum Rokeya University , Rangpur.
Letter of Transmittal
01-05-2023
Sheikh Majedul Huq
Sir,
I hereby submit my internship report titled Customer Service
Activities of Midland Bank Limited: A Study on Rangpur
Branch.
In this report,. I sincerely hope that this report will meet your
expectations. I would like to add here that my internship period at
MDB was indeed a great learning experience for me.
Thank you for your kind cooperation and support.
Sincerely,
Dhrobo Chandro Ray
ID: 1807044
Reg. No. 000011501
Session: 2018-19
BBA 4th Year: 2nd semester
Department of Marketing
Begum Rokeya University, Rangpur.
Letter of Acceptance
This is to certify that Dhrobo Chandro Ray, ID: 1807044, Reg. No:
000011501, Session: 2018-2019, Department of Marketing, Begum
Rokeya University, Rangpur has completed the internship paper
“Customer Service Activities of Midland Bank Limited: A Study
on Rangpur Branch” under my supervision. He has prepared an
internship paper and submitted it to the Department. I think on the
basis of his declaration, he completed this research program by
himself. I recommended him to submit
the report for evaluation.
I wish him success at every sphere his life.
…………………………
Sheikh Majedul Huq
Associate Professor
Department of Marketing,
Begum Rokeya University, Rangpur.
Executive Summary
The bank has always been considered one of the foundations of the business. In this
area of the economy, in order to make improvements in the economy and business,
there must be effective banking procedures to support not only the economy but also
the support of the people. This notice relates to the customer service of Midland
Limited, Rangpur Branch. The company deals with customer service, remittances,
openings, cash, withdrawals and other activities this unit plays an important role in
providing quality services to consumers. While this section builds relationships with
the banker and the customer, it writes the invoices for the customer, reminding the
customer of one bank to another. Consumers are offering these services faster. I have
tried to use all relevant information in my report. At the time I was in
Midland Bank Ltd. Rangpur Branch, I have experienced many things through hard
work. I find the bank-relationship relationship to be an important issue for bankers.
My internship report is divided into eight sections, namely, the Reporting, Process,
Process, My Work, Customer Service, Perspectives section. Good and bad. We know
that the customer service section is the heart of the bank, because money is generated,
money transfers are created, withdrawals, remittances and remittances are made here.
Because the bank promised to provide daily services, I tried to explain in this section
what daily activities and how to do. Working with customer service segments, we find
that nearly all banks adhere to the old standards in reporting on day-to-day operations.
I also identified the strengths, weaknesses, approaches and threats of the remaining
users, which turned out to be identification issues related to that particular section,
which some details of this issue have been given in my recommendation. Also include
a gun review by Midland Bank Ltd. As a fast process and computer, customer service
operations will be an important part of the development process. But it really depends
on the relationship between the employees and their performance, the people involved
in providing customer service on a regular basis.
Table of Contents
Chapter-1: Introduction ........................................................................................................................ 9
1.1: Introduction................................................................................................................................. 9
1.2: Background of the study ........................................................................................................... 10
1.3: Scope of the study ..................................................................................................................... 10
1.4: Objectives of the study ............................................................................................................ 10
1.5: Methodology of the study ....................................................................................................... 10
1.6: Limitations of the study ........................................................................................................... 11
Chapter 02: Company Profile .............................................................................................................. 12
2.1: History of MDBL ....................................................................................................................... 13
2.2: Mission of MDBL ...................................................................................................................... 13
2.3: Vision of MDBL ......................................................................................................................... 13
2.4: Core Values of MDBL................................................................................................................. 14
2.5: Goal of MDBL ............................................................................................................................ 14
2.6: Objectives of MDBL ................................................................................................................... 14
2.7: Features of MDBL ...................................................................................................................... 15
2.8: Product and Services of MDBL .................................................................................................. 16
Chapter 03: Customer Service Activities of MDBL .............................................................................. 18
3.1: Customer Service....................................................................................................................... 19
3.2: Savings Account......................................................................................................................... 19
3.3: Current Account ....................................................................................................................... 20
3.4: Fixed Deposit Account .............................................................................................................. 21
3.5: DPS Account ............................................................................................................................. 21
3.6: Pay Order ................................................................................................................................... 22
3.7: E-Cash(ATM) .............................................................................................................................. 22
3.8: Clearing & Bill Section ............................................................................................................... 24
3.9: Employee Benefits .................................................................................................................... 25
Chapter 04: Findings, Recommendation & Conclusion ....................................................................... 26
4.1: Overview of the data collection and use .................................................................................. 27
4.2: Findings and Impact analysis .................................................................................................... 27
4.3: Key findings and recommendations ........................................................................................ 27
4.4: References ................................................................................................................................. 27
Chapter-1
Introduction
1.1: Introduction:
Midland Bank Limited is a private commercial bank in Bangladesh. It was incorporated
on March 20, 2013, as a public limited company under the Companies Act 1994. The
bank obtained its banking license from the Bangladesh Bank, the central bank of
Bangladesh, on June 26, 2013.
The bank offers a wide range of financial products and services, including deposit
products, loan products, foreign trade services, and treasury services, among others.
The bank operates through a network of branches and ATMs throughout Bangladesh.
Midland Bank Limited is committed to providing high-quality customer service and
innovative banking solutions to its clients. The bank's mission is to be a leading
provider of financial services in Bangladesh, while maintaining its commitment to
social responsibility and sustainable growth.
Midland Bank Limited, Bangladesh serves its customers through various channels and
services to ensure that they receive a high level of customer service. Here are some of
the ways Midland Bank serves its customers:
1. Branch Banking: Midland Bank has a network of branches across Bangladesh,
which provides customers with easy access to banking services such as account
opening, deposit and withdrawal, loans, and other financial services.
2. Online and Mobile Banking: Midland Bank offers online and mobile banking
services that allow customers to manage their accounts, transfer funds, pay
bills, and access other banking services from anywhere at any time.
3. Card Services: Midland Bank provides debit and credit card services that
enable customers to make purchases, withdraw cash, and perform other
transactions at ATMs and merchants worldwide.
4. SME and Corporate Banking: Midland Bank offers specialized banking services
to small and medium-sized enterprises (SMEs) and corporate clients, providing
them with customized financial solutions, trade finance, and other business
services.
5. Customer Service: Midland Bank has a dedicated customer service team that
provides assistance to customers through phone, email, or in-person
interactions. The bank also has an online chat service that allows customers to
get quick responses to their queries.
6. ATM Services: Midland Bank has an extensive network of ATMs across the
country, providing customers with easy access to cash and other banking
services.
Overall, Midland Bank strives to provide excellent customer service to its customers
through its various channels and services, ensuring that they receive the support they
need to manage their finances effectively.
1.2: Background of the study:
In the world of classroom competition, classrooms, education not only promotes career
achievement through accreditation, but practice makes sense and concepts limit
learning by putting the student in real-world activities that the job involves. A
competition has usually been created for this career for all financial graduates of Begum
Rokeya University, Rangpur. As part of the BBA program, all students at this school
will be required to have an internship in order to gain an understanding of modern
business. This course covers the last three months of the organisation's report on the
work done and learned during the internship. For the necessary training, an internship
called “Midland Bank Ltd. HR Management Division” was organized following an
internship at Midland Bank Ltd, Rangpur Branch.
Secondary Sources
✔ Annual report of MDBL.
✔ Website and internal server of MDBL.
✔ Relevant books, research papers and journals.
✔ Different documents of MDBL.
3.7: E-Cash(ATM):
Charges:
Midland Bank Limited in Bangladesh offers ATM services to its customers for
convenient access to their accounts and transactions. Here is some information about
the e-cash (ATM) charges levied by Midland Bank Limited:
1. Issuance and renewal of ATM card: The issuance of a new ATM card by
Midland Bank Limited is free of charge for the first time. A nominal fee may
apply for renewal of the ATM card.
2. Withdrawal: Midland Bank Limited allows its customers to withdraw cash
from its ATMs without any charge up to a certain limit. If the amount exceeds
the limit, a nominal fee is charged per transaction.
3. Balance inquiry: Customers can check their account balance from any Midland
Bank Limited ATM free of charge.
4. Mini statement: Midland Bank Limited also allows its customers to obtain a
mini statement of their recent transactions through its ATMs free of charge.
5. Interbank transaction: Midland Bank Limited may charge a nominal fee for
interbank transactions, such as cash withdrawal or balance inquiry, which varies
depending on the transaction amount.
These are some of the e-cash (ATM) charges levied by Midland Bank Limited in
Bangladesh. You can visit their website or a branch location to learn more about the
fees and charges for different ATM transactions.
SMS Banking:
Midland Bank Limited in Bangladesh offers SMS banking services to its customers for
easy and convenient access to their account information through their mobile phones.
Here is some information about the e-cash (SMS) services offered by Midland Bank
Limited:
1. Account Balance Inquiry: Customers can check their account balance by
sending an SMS to the designated number provided by Midland Bank Limited.
A nominal fee may apply for this service.
2. Mini Statement: Customers can also obtain a mini statement of their recent
transactions through SMS banking. A nominal fee may apply for this service.
3. Fund Transfer: Midland Bank Limited allows its customers to transfer funds
between their own accounts or to other accounts of the bank through SMS
banking. A nominal fee may apply for this service.
4. Bill Payment: Customers can also pay their utility bills, such as electricity, gas,
and water bills, through SMS banking. A nominal fee may apply for this service.
5. Debit/Credit Card Information: Customers can receive information about
their debit or credit card transactions, such as transaction amount, available
limit, and due date, through SMS banking.
These are some of the e-cash (SMS) services offered by Midland Bank Limited in
Bangladesh. You can visit their website or a branch location to learn more about the
fees and charges for different SMS banking services.
Interest Rates:
Midland Bank Limited in Bangladesh offers e-cash or online deposit account services
to its customers with competitive interest rates. Here is some information about the
interest rates offered by Midland Bank Limited for its e-cash accounts:
1. Fixed Deposit Account: Midland Bank Limited offers fixed deposit accounts
with competitive interest rates ranging from 3.50% to 7.25% depending on the
deposit amount and tenure.
2. Savings Account: The bank offers savings accounts with interest rates ranging
from 1.00% to 3.00% depending on the account balance.
3. Current Account: The current account offered by Midland Bank Limited does
not earn any interest.
4. DPS Account: The bank offers DPS accounts with competitive interest rates
ranging from 5.00% to 8.00% depending on the deposit amount and tenure.
5. E-cash Account: Midland Bank Limited also offers e-cash accounts with
competitive interest rates ranging from 2.50% to 4.50% depending on the
account balance.
These are some of the interest rates offered by Midland Bank Limited for its e-cash
accounts in Bangladesh. Please note that the interest rates may be subject to change
over time, and you can visit the bank's website or contact the customer service for up-
to-date information on the interest rates.
4.4: References: