MKT - 007-8 (1) (AutoRecovered)

General Banking
Operations & Marketing
Activities of EXIM Bank
Limited
Internship Report
on
“General Banking Operations & Marketing Activities of EXIM
Bank Limited”
Supervised by
Dr. Md Abdul Kaium
Associate Professor
Department of Marketing
University of Barishal
Submitted by
Exam Roll: MKT 007/8
Registration No: 511-015-18
Session: 2017-18
University of Barishal.
Date: August 20, 2023

Letter of Transmittal
Dr. Md. Abdul Kaium
Associate Professor
Subject: Submission of Project Report.
Dear Sir,
Respected Sir,
I take this opportunity to present to you my Internship Report, which I have diligently prepared under
your esteemed guidance. The focus of this report is "General Banking Operations & Marketing Activities
of EXIM Bank Limited" at the Jessore Branch. Throughout this internship program, I have had the
privilege to immerse myself in the realm of EXIM Bank's general operations.
The objective of this report has been to comprehensively encapsulate essential data, thereby conveying the
core essence of the subject matter. Moreover, this internship experience has afforded me the chance to
gain firsthand exposure and establish a robust professional network within the corporate domain.
I kindly request your consideration in accepting this culmination of my short-term efforts and would
greatly appreciate your insights and opinions on the same.
Yours sincerely,
Nishat Tamanna
Roll: MKT 007/8
Reg: 511-015-18
i
Acknowledgement
To commence, I wish to extend my appreciation to the Divine for enabling me to execute my Internship
Report effectively. Subsequently, I would like to thank EXIM Bank Limited for allowing me to engage in
their workplace, thus gaining valuable corporate exposure. Additionally, I would like to express my
gratitude to my internship supervisor, Md. Abdul Kaium, who holds the position of Associate Professor at
the University of Barishal.
I hold in equal measure an appreciation for the opportunity to contribute within the general banking
department of EXIM Bank Limited, specifically at the Satmasjid branch. Furthermore, I want to
acknowledge the cooperation extended by Muhammad Younus Ali, the branch manager of Jashore
Brance, and the other branch executives. Their collaboration was instrumental in ensuring the success of
my internship endeavour. Participating in an internship program with such a reputable organization was an
extraordinary experience I deeply value. The knowledge I have acquired during this period will
undoubtedly prove invaluable in my future professional undertakings.
……………
Nishat Tamanna
Roll: MKT 007/8
Reg: 511-015-18
Session: 2017-18
ii
Letter of Acceptance
To Whom It May Concern

I am delighted to officially acknowledge that Nishat Tamanna, an accomplished individual pursuing a
BBA degree with a focus on marketing from Barishal University, has effectively concluded an internship
report under my guidance. The report delves into the subject of "General Banking Operations &
Marketing Activities of EXIM Bank Limited."
I extend my heartfelt congratulations to Nishat Tamanna for her dedicated efforts and successful
completion of this endeavor. Her commitment and achievements are truly commendable, and I am
confident that she will continue to excel in her future pursuits.
Wishing her continued success,
……………….
Dr. Md. Abdul kaium
Associate Professor
Department of Marketing,
University of Barishal.
iii
Offer Letter
iv
Student Declaration
I, Nishat Tamanna, bearing the roll number MKT 007/8, am currently pursuing my Bachelor of Business
Administration (BBA) degree at Barishal University. With this declaration, I affirm that the Internship
Report titled "General Banking Operations and Marketing Activities of EXIM Bank Limited" has been
meticulously composed to fulfill the requirements of my BBA program, subsequent to my engagement in
a three-month internship at EXIM Bank Limited.
Furthermore, I solemnly assert that I am the primary author of this internship report, encompassing my
comprehensive analysis and findings. These contributions are reflective of my academic capabilities and
align with the standards expected within my academic pursuit.
……………
Nishat Tamanna
Roll: MKT 007/8
Reg: 511-015-18
Session: 2017-18
v
Executive Summary
In the realm of financial intermediaries, banks hold a paramount position due to their substantial role in
the economy, facilitating the flow of funds from depositors to investors. This paper is the culmination of a
productive three-month internship program, yielding insightful outcomes. It provides an in-depth view of
the General Operations conducted by EXIM Bank Limited, a prominent private commercial bank in
Bangladesh that plays a pivotal role in the country's fintech landscape.
During the internship, I engaged in various responsibilities spanning different departments of EXIM Bank.
My involvement gradually centered on the sector of general banking activities, affording me a firsthand
perspective of EXIM Bank's operations. The overarching objective of this study is to gain a
comprehensive understanding of EXIM Bank's general banking operations and marketing activities.
Noteworthy general banking operations encompass activities such as account opening and closure,
issuance and delivery of cheque-books, provision of account statements, and processing of pay orders. On
the other hand, marketing activities encompass aspects such as pricing, promotion, people, and place
within the context of EXIM Bank.
A methodical approach, ranging from topic selection to final report preparation, has been adopted in this
study. The second chapters offer a brief overview of the background, company profile, and general
banking operations, including an organization profile featuring the bank's vision, mission, and objectives.
The third chapter examines research methodology whereas the fourth chapter examines analysis of the
study. Fifth chapter comprises job description where I can gather vast knowledge on behalf of my
internship.
Chapter Six extensively analyzes the entirety of Marketing Activities. Chapter seven describes the major
findings of the study, Lastly, the chapter eight concludes the study by presenting recommendations and
drawing insightful conclusions.
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Table of content
Chapter One: Introduction..............................................................................................................................1
1.1 Introduction...........................................................................................................................................2
1.2 Background of the Report.....................................................................................................................3
1.3 Objectives of the Report.......................................................................................................................4
1.4 Literature Review.................................................................................................................................4
1.5 Motivation of the Report......................................................................................................................6
1.6 Scope of the study.................................................................................................................................7
1.7 Limitation of the study..........................................................................................................................7
1.8 Definition of Key Terms.......................................................................................................................7
Chapter Two: General Banking Operations of Exim Bank limited................................................................9
2.1 EXIM Bank's History.........................................................................................................................10
2.2 Corporate Information........................................................................................................................11
2.3 Vision of EXIM Bank limited:...........................................................................................................11
2.4 Mission of EXIM Bank limited:.........................................................................................................11
2.5 The Workplace Environment at EXIM Bank Limited:......................................................................12
2.6 Functions of EXIM Bank limited:......................................................................................................12
2.7 General Banking:................................................................................................................................15
2.8. Steps of opening a Bank Account in EXIM Bank Limited:..............................................................15
2.9 Types of Deposit Accounts:................................................................................................................16
2.10 Cash Section:....................................................................................................................................19
2.11 SMS Banking:...................................................................................................................................20
2.12 Section for Clearing:.........................................................................................................................21
Chapter Three: Research Methodology........................................................................................................25
3.1 Nature of the study..............................................................................................................................26
3.2 Sources of Data...................................................................................................................................26
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3.3 Sampling Method................................................................................................................................26
3.4 Data Collection Method......................................................................................................................26
3.5 Analysis Tools....................................................................................................................................27
3.6 Sampling Plan.....................................................................................................................................27
Chapter Four: Analysis of the Study............................................................................................................28
Chapter Five: Job Description......................................................................................................................45
5.1 Position, duties, and responsibilities:..................................................................................................46
5.2 As an Intern, I had to deal with a variety of issues:............................................................................47
5.3New skills developed:..........................................................................................................................48
5.4 Application of Academic Knowledge:...............................................................................................49
Chapter Six: Marketing Activities................................................................................................................50
6.1Marketing Activities............................................................................................................................51
6.2 Customer-Driven Marketing Strategy by EXIM Bank :.....................................................................52
6.3 Integrated Marketing Communications (Promotion Mix) by EXIM Bank Ltd:.................................53
6.4 Corporate Social Responsibilities (CSR):..........................................................................................55
6.5 SWOT Analysis of EXIM Bank Ltd:.................................................................................................56
Chapter Seven: Major Findings of the study................................................................................................59
Chapter Eight: Recommendations and Conclusion......................................................................................62
8.1 Recommendations...............................................................................................................................63
8.2 Conclusion..........................................................................................................................................64
References.....................................................................................................................................................66
Appendix.......................................................................................................................................................67
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Chapter One: Introduction
1
1.1 Introduction
Banks hold a pivotal role within a nation's commercial landscape and contribute significantly to its
industrialization process. In essence, banks operate by receiving deposits from individuals, offering
interest on these deposits, and subsequently lending the funds to borrowers at an interest rate over a
specified period. Within this sphere, banks extend various interest-bearing instruments and avenues for
customers to deposit and transfer their funds. While the fundamental attributes remain consistent across
banks, distinctions primarily arise in terms of customer service and auxiliary offerings.
Participation in an internship program holds paramount importance for students, particularly those
pursuing degrees in Business Administration, as it provides them with an invaluable opportunity to gain
exposure to real-world scenarios. Consequently, students often engage in internship programs as an
integral component of their bachelor's degree curriculum, enabling them to initiate their careers with
practical experience. In today's context, a foundational comprehension of banks and their operational
procedures has become essential for everyone.
By engaging in an internship program within a bank, students are equipped with practical insights, thereby
enabling them to navigate real-life scenarios. This hands-on experience proves pivotal in facilitating a
more informed understanding of the field, while simultaneously aiding in the establishment of a career
grounded in practical expertise.
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1.2 Background of the Report
The internship report holds a significant place within the comprehensive four-year BBA program. This
component not only provides a platform for skill development but also facilitates the establishment of
connections and networks that prove invaluable in the professional world. The power of networking in
securing job opportunities cannot be understated, making the exposure gained through internship
experiences an essential asset. Given the context of countries like Bangladesh, where a substantial number
of educated graduates are facing unemployment, the lack of internships has hindered the establishment of
a robust professional network necessary for employment.
Hence, the incorporation of internships as an intrinsic requirement within the four-year BBA degree is
thoroughly justified. This report stems from my completion of a three-month internship at EXIM Bank
Ltd. The topic "General Banking Operations and Market Activities of EXIM Bank" was suggested by my
supervisor, and this report materialized over the course of my internship tenure. The primary focus of my
report centers on exploring the challenges within EXIM Bank Limited's General Banking operations,
aiming to glean insights into real-world practices. This endeavor holds paramount significance for every
BBA graduate, as it bridges the gap between theoretical knowledge and practical application within a
genuine business environment.
Given EXIM Bank's stature as a key financial intermediary in our nation's landscape and its prominence
within the banking sector, I undertook my internship there. EXIM Bank Ltd provides an internship
program specifically tailored for graduating students, enabling them to immerse themselves in real-world
scenarios and prepare for the intricacies of actual business settings. This internship experience serves as a
bridge that enhances students' preparedness for the challenges of professional life.
3
1.3 Objectives of the Report
The objectives of this report encompass not only fulfilling the requirements of the BBA program but also
extending to broader and more comprehensive aims:
 To apply theoretical concepts within real-life contexts, thereby bridging the gap between
classroom learning and practical implementation.
 To fulfill the obligation of submitting an internship report as an integral component of the BBA
program.
 To establish a connection between theoretical knowledge and real-world banking operations,
enabling a more holistic understanding of the field.
 To gain hands-on experience through engagement in various desks at EXIM Bank's Jashore
branch, facilitating the acquisition of practical insights into banking practices.
 To closely observe and comprehend the operational practices within the domain of commercial
banks, thereby enriching the understanding of the industry as a whole.
 To assess the existing dynamics of the relationship between bankers and customers, offering
insights into the customer service aspect of banking.
 To gain a comprehensive understanding of the general operations conducted within EXIM Bank
Limited, thereby enhancing insights into its functioning.
 To amass practical experiences that hold relevance and significance for future career endeavors,
thereby enhancing preparedness for professional roles.
1.4 Literature Review

A number of research was conducted on financial inclusion across different regions in Bangladesh and
across countries. Some of the key researches are relevant to this research is presented below:
Aithal (2016) conducted a research on 'Ideal Banking Concept and Characteristics' that found general
banking encompasses the core activities of a bank, including deposit collection, fund disbursement, and
payment processing. It serves as the foundation for various financial services and transactions within a
bank
Capie (2015) conducted a research on 'The evolution of general banking' and found that General banking
involves day-to-day operations that establish a bank's relationship with customers. These operations
include opening accounts, processing transactions, handling remittances, and providing essential financial
services.
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Goyal and Joshi (2012) in their research on 'Banking industry: Challenges and opportunities' have found
that General banking comprises the fundamental services offered by a bank, including account opening,
cash handling, check clearing, and customer service. These services cater to the everyday banking needs
of customers.
A research conducted by Stiroh (2016) on 'A portfolio view of banking with interest and noninterest
activities' inferred that General banking encompasses the routine tasks of a bank, such as accepting
deposits, honoring withdrawal requests, and executing cash transactions. These activities form the
backbone of a bank's financial operations.
A study conducted by Lee (2013) on 'Insurance and real output: The key role of banking activities'
revealed that General banking refers to the initial stage of banking operations, including accepting
deposits, maintaining accounts, and providing payment services. It serves as the basis for more complex
financial activities.
Heffernan (2005) argued that modern banking refers to the contemporary and technologically advanced
practices, systems, and services within the financial industry. It encompasses a range of innovative
approaches, digital technologies, and customer-centric strategies that have transformed traditional banking
processes. Modern banking leverages technology to offer convenient and efficient financial services, such
as online banking, mobile apps, electronic payments, and digital transactions. This evolution aims to
enhance customer experiences, streamline operations, and adapt to changing economic and consumer
trends in the digital age.
A research by Kotler & Keller (2016) on 'Marketing Management' have found that marketing activities of
banks encompass the strategic planning, execution, and management of initiatives aimed at creating,
communicating, and delivering value to customers. This involves understanding customer needs,
designing relevant products, determining effective pricing, promoting offerings, and building strong
customer relationships.
A study conducted by Asum (2017) on 'Banking Sector Marketing: A Study of Strategies' revealed that
Marketing activities in the banking sector involve creating awareness about banking services and
products, establishing connections with potential customers, and devising strategies to differentiate a bank
from competitors. This includes advertising, branding, market research, and customer relationship
management.
A study conducted by Al Mamun (2019)on "Digital Transformation of Banking Marketing: Opportunities

and Challenges' found that Marketing activities of banks have evolved to incorporate digital channels and
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technology. These activities encompass online and mobile banking promotions, social media engagement,
personalized communication, and data-driven approaches to enhance customer experiences.
Pearson (2014) argued that Marketing activities in the banking industry involve efforts to understand
customer preferences, design customized products, and utilize various communication channels to reach
and engage customers. This includes advertising, public relations, direct marketing, and customer loyalty
programs.
A research conducted by Jha and Panda (2015) on 'Marketing Strategies in Banking Industry: A
Comparative Study' have found that Marketing activities of banks encompass a comprehensive range of
actions, such as segmenting the market, identifying target customers, crafting effective marketing
messages, and delivering banking services that align with customer needs and expectations.
1.5 Motivation of the Report

The driving force behind this internship report lies in its central role within my four-year BBA program. It
stands as a pinnacle aspect, combining both theoretical and practical dimensions to enhance my
comprehension and mastery of the BBA curriculum. This unique fusion of theory and practice is pivotal in
shaping a comprehensive understanding of the subject matter.
Over the course of the past three months, my internship experience has been transformative. It has
allowed me to forge connections with a diverse range of individuals, thereby cultivating a network that
holds potential value for my professional future.
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1.6 Scope of the study
This study endeavors to offer a comprehensive insight into the general banking operations and marketing
activities of EXIM Bank. As one of Bangladesh's modern generation banks, EXIM Bank Limited serves
as a focal point for analysis. The study's scope is primarily confined to the operations of the Jashore
Branch. By encompassing the bank's organizational structure, historical backdrop, functional aspects, and
performance metrics, the report provides a holistic view of the bank's operations.
1.7 Limitation of the study

During the course of my internship, I encountered several limitations that impacted my role as an intern.
These limitations are detailed below:
Time Constraint: The restricted timeframe of 90 working days proved insufficient for comprehensively
understanding all the activities of the branch and preparing a comprehensive report.
Limited Information Gathering: Gathering information from various individuals was challenging due to
their work commitments, which at times limited their availability for discussions.
Restricted Access to Information: The study faced a limitation imposed by the bank's policy of
withholding certain statistics and information that could have greatly enriched the report's content. Such
restrictions are often grounded in valid reasons.
Assumptions and Knowledge Gaps: A few assumptions had to be made due to gaps in available
knowledge, potentially introducing personal errors or inaccuracies within the report's content.
Specialized Banking Aspects: Given the focus on general banking, the report may overlook specialized
banking functions, potentially limiting its overall comprehensiveness.
Temporal Constraints: The study's duration was restricted to the internship period, potentially limiting
the depth and breadth of analysis.
Limited Digital Insights: The report's inability to engage with the bank's software system restricts
insights into digital banking operations, an integral part of modern banking practices.
Inexperience as a Challenge: As a first-time endeavor in conducting such a study, lack of prior

experience emerged as a significant hurdle, impacting the depth and approach of the study.
1.8 Definition of Key Terms

General Banking: General banking refers to the core business operations of a bank or financial
institution. It encompasses various services and activities that involve receiving deposits, managing
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customer accounts, providing loans, processing payments, and performing other essential financial
functions. Different types of banks specialize in various aspects of banking, collectively contributing to
the broader landscape of financial services.
Marketing Activities: Marketing activities encompass the actions undertaken by individuals or

businesses to achieve specific marketing objectives. These activities are designed to promote products,
services, or brands and can include a wide range of actions such as advertising, sales promotion, public
relations, market research, branding, and communication efforts. The aim is to attract, engage, and retain
customers while achieving business goals.
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Chapter Two: General Banking Operations of
Exim Bank limited
9
2.1 EXIM Bank's History
The Export Import Bank of Bangladesh Limited, known as EXIM Bank, was established in 2001 with a
visionary initiative led by the late Mr. Shahjahan Kabir, the Founder Chairman. Mr. Kabir, an
accomplished banker, held a strong aspiration to establish a commercial bank that would contribute
significantly to the socioeconomic advancement of the country. To transform this vision into reality, a
group of highly qualified and successful entrepreneurs collaborated with him. Their collective efforts and
entrepreneurial acumen propelled them to become prominent figures in their respective industries.
Upon the passing of the esteemed original chairman, Mr. Nazrul Islam Mazumder, a prominent figure in
Bangladesh's garment industry, assumed the role of Honorable Chairman. Mr. Mazumder also serves as
the chairman of the Bangladesh Association of Banks (BAB). Under his leadership, BAB has emerged as
a crucial platform for discussing challenges facing the nation's banking sector and shaping policy
guidelines to address these issues.
Originally named Bengal Export Import Bank Limited, the bank commenced its operations on August 3,
1999. Subsequently, on November 16, 1999, it was rebranded as the Export Import Bank of Bangladesh
Limited. Mr. Alamgir Kabir served as the Founder Advisor, while Mr. Mohammad Lakiotullah took on
the role of Founder Managing Director. Both individuals boasted extensive experience in Bangladesh's
banking sector.
Guided by practical decision-making and strategic direction, the bank secured a stable and prominent
position in the banking industry in terms of performance, growth, and effective management. In July
2004, the bank transitioned its conventional banking operations to Shariah-based Islamic banking under
the guidance of Mr. Lakiotullah.
After Mr. Lakiotullah's resignation on June 3, 2007, Mr. Kazi Masihur Rahman assumed the position of
Managing Director on June 4, 2007. Under Mr. Rahman's leadership, the bank underwent significant
advancements, including the establishment of a state-of-the-art centralized IT platform featuring modern
data centers. The bank's core banking software, TEMENOS T24, was implemented alongside alternative
delivery channels such as ATMs and SMS banking.
Mr Mohammad Feroz Hossain became the Managing Director on 16 September 2022. With his substantial
experience in Shariah-based Islamic banking in Bangladesh, EXIM Bank embarked on a journey to
transform its financial services through IT-enabled solutions, influencing the industry at large.
10
2.2 Corporate Information
2.3 Vision of EXIM Bank limited:
The company's vision is essentially "Together Towards Tomorrow". The Export Import Bank of
Bangladesh Limited (Exim Bank) believes in collaborating with its clients as it advances in growth
and service. A constant pursuit of perfection in accordance with Islamic Shariah will be made in
order to achieve the desired outcome. They believe that a technologically advanced modern
banking system that upholds Islamic principles is the best way to spread the advantages of Islamic
economics to the general population, and Exim Bank aspires to be the ideal illustration of this. The
Bank's strategic efforts and networking will increase its competitive advantage over its competitors
in a market that is rapidly evolving. The company's personalised, high-quality consumer services
and trend toward continual improvement will serve as the cornerstone for their operational
success.
2.4 Mission of EXIM Bank limited:
 To provide high quality financial services in export and import trade.
 To uphold corporate and business ethics. To offer superb quality customer
11
service.
 To establish ourselves as a dependable custodian of client funds

and their financial advisor.
 To improve our stock and make it profitable for customers and

shareholders.
 To exhibit professionalism and a sense of teamwork.
 Must has a strong capital base.
2.5 The Workplace Environment at EXIM Bank Limited:

Organizational culture is recognized as a pivotal factor within corporate entities due to its ability
to unite members of the organization. The bank's culture and guiding principles have
demonstrated their significance as a competitive advantage, playing a substantial role in
nurturing the rapport between the bank and its employees. These employees, in turn, contribute
to shaping the connection between themselves and the clients. The bank's culture and principles
effectively motivate both customers and employees to engage and remain associated with the
organization. Furthermore, EXIM Bank has effectively enhanced its organizational performance
by elevating the performance of individual contributors and identifying potential talents for
higher-level positions or placing them where their skills can be optimally utilized. This culture
promotes the pursuit of a shared objective, fostering harmonious relationships in the workplace.
2.6 Functions of EXIM Bank limited:
 To monitor all varieties of deposit accounts.

 To invest cash in anything.
 To engage in currency exchange transactions.
 To do additional banking transactions.
 To carry out charitable action.
Board of Directors
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13
Organizational Structure:
14
2.7 General Banking:
General banking serves as the foundational framework for all financial activities and processes.
It functions as a direct customer service facility and holds a crucial role in the daily operations of
commercial banks. The responsibilities of the general banking division are vital, as it
encompasses receiving deposits and providing exceptional customer service. This division caters
to clients' financial requirements by accepting routine deposits and processing check
transactions. Furthermore, the division assists customers with various financial transactions
including opening new accounts, managing debts, issuing pay orders, and drafting demand
drafts.
Features of General Banking:
The operations of general banking encompass several key aspects, outlined below:
Account Opening: The initial step involves creating a bank account.
Account Closure: Closing of accounts when necessary.
Deposit Management: Tracking and managing customer deposits.
Checkbook Issuance: Providing customers with checkbooks.
Cash Section: Handling cash transactions.
SMS Banking: Offering SMS-based banking services.
Clearing Section: Managing clearing processes for checks and transactions.
Local Remittance Services: Providing local money transfer services.
2.8. Steps of opening a Bank Account in EXIM Bank Limited:

The process of opening an account establishes an agreement between the bank and the client. To
initiate an account with EXIM Bank, customers are required to follow these steps:
 Obtain an account opening form from the bank.

 Accurately complete the form and sign it.
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 Submit the application form along with two passport-size photos to the bank.
 Bank representatives review the provided documents and forms.
 If no discrepancies are identified, the officer proceeds with the account opening process.
 An authorized officer provides a deposit slip for the initial deposit.
 The bank generates a checkbook and provides it to the client.
 The sample card is retained by the bank.
 The account is officially opened by the bank.
Account for deposits:
Customers of EXIM Bank Limited receive a profit on their deposits. These deposits come in a
variety
of varieties, which are detailed here.
Current Deposits (CD),
Term Deposits,
Mudaraba Savings Account (MSD)
Deposit Schemes
2.9 Types of Deposit Accounts:

a) Mudaraba Savings Deposit (MSD):
The Mudaraba Savings Deposit (MSD) account operates based on the Mudaraba Principle of
Islamic Shariah. In this framework, the customer assumes the role of Sheheb-Al Mal, while the
bank operates as Mudarib. MSD accounts are primarily utilized by non-trading clients seeking to
save funds. Additionally, the bank offers a necessary savings account to incentivize saving
behavior among customers. This type of account can be opened and maintained individually or
jointly by multiple individuals. Guardians are also allowed to initiate this account on behalf of
minors. Notably, this savings account generates profits for the account holder. It comprises two
variants: "Individual Savings Account" and "Joint Savings Account." Commencing an MSD
requires a deposit of Tk. 1000/- along with an annual fee of Tk. 250/-. Account holders are
permitted to withdraw up to 25% of their account balance weekly.
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Main Characteristics
 A deposit of 1000 Taka is required at the beginning of the deposit.

 A half-yearly account statement
 ATM cash withdrawals are free at all EXIM Bank Limited ATMs. Offers a debit card
with a limited withdrawal limit.
 SMS banking services for its clients
 Profit per month
 Allows for pay crediting, check writing, and fund transfers.
Terms and Conditions for this account
 The account will be managed in accordance with Mudaraba principles;

 At least 65% of investment income will be dispersed among Mudaraba depositors in
accordance with the weightage assigned to each account.
 MSD will be weighted at 0.75.
b) Al-Wadia Current Deposit:
An Al-Wadia current account offers no interest, but it has a number of benefits over a savings
account, including no withdrawal limits and overdraft protection. The minimal account opening
fee is Tk 2000. The account must always have this amount. In addition, a 250 Tk account
maintenance fee is charged twice a year. If the amount is less than Tk 2000, the bank will charge
a minimum balance fee of 250 Tk.
Main Characteristics:
 There will be no profit provided to the customer.

 There are limitless possibilities for deposits and withdrawals.
 Facilities for checkbooks and ATM cards are available.
 Online transactions are free.
Terms and condition for this account
 Accounts must be maintained in accordance with the Mudaraba Principle.
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 The bank may use the funds for its own purposes with the account holder's consent and
without endangering the account holder.
 A client may withdraw all or part of their funds without prior notice.
c) Mudaraba Term Deposit Receipt
Mudaraba Term Deposit Receipt (MTDR) accounts represent short-term deposit arrangements
where funds are not disbursed until the maturity date. EXIM Bank Limited offers competitive
profit rates on these deposits. Individuals, as well as organizations, can open MTDR accounts for
specified timeframes, with the profit percentage being contingent on the deposited amount. The
bank's Head Office periodically establishes and publishes details such as the MTDR's minimum
deposit, renewal procedures, rates, and conditions for early withdrawal. Deposits made into
MTDR accounts are assigned weights based on certain criteria:
The following weightage will implement to MTDR account deposits:
Figure: Table: Weightage of MTDR account
d) Deposit Schemes:
There are many deposit schemes. They are Mudaraba Monthly Savings Scheme (MMSS),
Mudaraba Super Saving Scheme, Mudaraba Millionaire Deposit Scheme, Mudaraba Su-
Grehinietc.
Purposes of the Scheme:
 It's a government-sponsored benefit program that encourages seniors to store their spare
cash in a low-cost savings account.
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 It's a tactic that helps seniors save their hard-earned cash in a reputable account.
 A structured savings program that provides investors with a sizable return on their
investments while assisting consumers and societies in maximizing their wealth.
 It is a savings program that helps clients of all income levels contribute positively to their
families by offering a reserve for tough times.
Issuing of a chequebook;
A check is a legally needed document that tells a bank to transfer a specific sum of money from a
person's account to the person in whose name it is issued. It is essentially a document bearing the
account holder's signature that commands someone to pay a specified sum of money.
Process of Issuing Cheque Books:
The customer must sign a Cheque Book Requisition Slip in order to open a bank account. The
consumer will only get a checkbook if the account opening form is correctly filled out. The
customer's name and account number will then be entered by the banker against a certain series
of checkbooks, and a record will be saved on the computer.
2.10 Cash Section:

The cash department holds a pivotal role in the financial operations of the institution. It centers
around a core function of commercial banks - the receipt of deposits and the dispensing of cash
as required. The bank's reputation is significantly influenced by this sector, as it directly engages
with clients.
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The responsibilities of this department commence at the onset of the banking hours. The sum
withdrawn from the vault by the cash officer to initiate daily transactions is referred to as the
opening cash balance. Access to the vault is limited to the branch manager and the designated
cash officer, with the vault securely housed within a restricted area. The initial cash balance is
then recorded and updated in the cash register.
2.11 SMS Banking:

In order to give consumers fast access to account information at any time, EXIM Bank created
SMS Banking services. Any mobile phone user who has an EXIM Bank Limited account can
easily utilize this service.
 SMS Banking offerings include:

 Balance Check
 Mini Statement
 Service Assistance
How it works:
 Download the Application Form if you want to use SMS Banking.

 Fill out the application form and return it to the nearest EXIM Bank branch (After
fulfilling the form).
20
2.12 Section for Clearing:
Clearing is a process through which a bank can obtain funds from other banks using a clearing
house. Essentially, a clearing house serves as a platform where representatives from various
banks exchange and manage checks with one another. Banks participating as members of the
clearing house are known as Scheduled Banks, as defined in Article 37(2) of the Bangladesh
Bank Order. These banks are responsible for accepting and processing checks from diverse
banking institutions.
Bangladesh Bank oversees and administers the main clearing houses in cities such as Dhaka,
Chittagong, Khulna, Rajshahi, and Bogra. If a branch of Sonali Bank is not present, Bangladesh
Bank undertakes this role. The primary duty of the clearing section is to ensure the secure and
reliable conduct of financial transactions involving instruments like Demand Drafts (DDs), Pay
Orders (POs), and Cheques. This is achieved through the Bangladesh Bank Clearing House,
Outward Bills for Collection (OBC), and Inward Bills for Collection (IBC) mechanisms,
ultimately benefiting the bank's clients.
The following are some of the items that this section looks at:
21
 Whereabouts of the payment bank in Dhaka.
 The payment bank's physical location, if it is not in Dhaka. The Outward Bill for
Collection (OBC) will thereafter clear these checks.
 Whether the branch that is paying is their own. These checks will be cleared by IBC
(Inter Branch Bill for Collection).
Types of clear section
Inward Clearing:
The following should be carefully scrutinized when a client's check is received for
 collection from another bank:

 You need to cross the check.
 On the deposit slip, the amount should be the same in both words and numbers.
 If the check is to be held for more than six months, the receiving date cannot be
 older than the cheque's date.
The collecting bank must verify that the endorsement was correctly completed.
2. Outward Clearing:
When a bank's branches receive a client check drawn on another bank in the
neighborhood clearing zone for collection through the Clearing House, outward clearing
takes place.
22
 The steps in the outward clearing process are as follows:
 Deliver the instruments and schedules to the main branch of EXIM Bank
 Bangladesh Limited (IBDA) after issuing an Inter Branch Debit Advice.
 Instruments ought to be stamped with clearance seals.
 When a signature is accepted, an instrument is endorsed.
 The duty-signed documents are delivered to the client together with the branch code
number
Services for local remittance:
Remittance is the process of moving money legally from one place to another. Always
carrying cash is risky and cumbersome. Remittance services are made available to
commercial bank clients so they can more easily send money to one branch within the same
country and receive money from one location Remittance of funds is one of the most crucial
aspects of a commercial bank's client service.
There are three methods for transferring funds:
Payment Order (PO):
Payment Orders are a banking channel used to send money from a payer to a payee inside of
a designated clearing region. In essence, it is a local payment order from a bank. Payment
orders can be purchased by customers in a number of ways, including with cash and checks.
It is frequently used to replace money. As a result, a PO is a non-negotiable financial
instrument issued by a bank branch that enables a client to pay a predetermined amount of
money to the order of a person, branch, association, or workplace that is located in the same
clearing house region as the branch that issued the pay order.
PO Issuing Process:
The client must submit an application to the remittance department, which must be fully
filled out and signed by the client, in order to obtain a pay order. The candidate must
correctly fill out the payee name, order number, amount in words, and figures on the pay
order form.
 Exim Bank P.O. Fees are as follows:
23
 Obtaining an application for a PO that has been duly completed and signed by the
applicant.
 Collecting the commission and the cash/transfer amount.
 Creating a pay order is option
 Entering pay order details into a register is option
c) Demand Draft (DD):
A demand draft bill of exchange falls within the category of bills of exchange. In response to an
application, it is a bank order to transfer a specific sum of money from one branch to another.
The majority of it applies to areas outside of Dhaka. Usually, the party's safety is a consideration
when granting the DD. Since it can easily transfer money between other branches of the same
bank, many use this DD to safely move money from one city to another.
24
Chapter Three: Research Methodology
25
3.1 Nature of the study
Research methodology refers to the set of techniques or procedures employed to discover,
gather, choose, process, and analyze information related to a particular subject. In the preparation
of the report, I opted for a descriptive research approach.
3.2 Sources of Data

Collecting data from diverse sources is essential for conducting studies or composing research
papers. Both primary and secondary data can be employed to acquire this information. In my
paper, I effectively utilized both primary and secondary data to build a comprehensive analysis.
Primary Sources
I utilized a questionnaire survey as the primary source for gathering data.
Secondary Sources
I leveraged a wide array of papers and publications accessible through Google to gather
information, significantly enhancing the development of my research paper. In particular, I found
valuable supplementary data on Exim bank ltd. by exploring their official website. My
exploration extended to reviewing their e-banking website, Bangladesh Bank publications, as
well as content from newspapers, magazines, and books. With the aid of Microsoft PowerPoint,
and SPSS, the statistical analysis was done and tabulated, and the results were then represented
in the form of graphs and tables in this report.
3.3 Sampling Method

Because the questionnaires were distributed across many internet platforms, the sampling
approach employed was convenience sampling.
3.4 Data Collection Method

Participants were engaged virtually through an internet platform by means of a questionnaire.
Access to the survey was requested from participants using Google Docs. The survey consisted
of a sequence of questions that participants were prompted to respond to. The survey was
methodically organized and easily comprehensible. All questions in the survey were framed as
closed-ended inquiries.
26
3.5 Analysis Tools
A symmetric differential scale has been employed for measurement and scaling purposes,
ranging from 1 to 5 (1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, 5=Strongly Agree).
This scale is particularly suitable for personal, electronic, and mail interviews due to its ease of
understanding for respondents. This selection was made to ensure clarity and consistency in data
interpretation.
3.6 Sampling Plan

Sampling Plan
Population Users of Exim bank’s services is my population.
Sampling Element People of any age who uses Exim Bank Services
in Bangladesh.
Sample Size 100
Sampling Technique Simple random sampling technique
Time Period of collecting data from the sample Three Months
27
Chapter Four: Analysis of the Study
28
1. Gender
EXIM Bank has both male and female clients. Here, the male and female clients are nearly
equal ratios. Males made up 62.6% percent of the population and female made up 37.4 percent.
2. Age
A diverse range of individuals visited the bank, encompassing various age groups. Within the
bank, no specific age bracket is restricted. Consequently, the second largest group is 18 to 25.
Nonetheless, the prevailing majority of clients fell within the 25 to 35 age bracket.
10%
25%
Below 18
18-25
25-35
35 to Above
65%
29
3. Occupation
EXIM Bank catered to clients from diverse professional backgrounds. The clients of EXIM Bank
were categorized into four distinct groups: students, businessmen, self-employed individuals, and
homemakers. Among these categories, students constituted a modest proportion of 15% within
the sample, indicating a relatively small representation. Businessmen accounted for the largest
segment at 45% of the total population, followed by self-employed individuals and homemakers
at 20%.
20% 15% Student

Businessman
20% Self-Employed
45% Home Maker
Q-1. EXIM Bank's general banking services align well with my financial needs.
Degree of perception Frequency Percent

Strongly Disagree 10 10%
Disagree 15 15%
Neutral 10 10%
Agree 20 20%
Strongly Agree 45 45%
Total 100 100%
Table: 1
10%
Strongly Disagree
15% Disagree
45% Neutral
10% Agree
Strongly Agree
20%
Figure: 1
30
Elaboration:
As stated in the above discussion, it can be observed that among the 100 respondents, 45
respondents are strongly agree, 20 respondents are agree, 10 are neutral, 15 respondents are
disagree and 10 respondents are strongly disagree. The corresponding percentages are 45%,
20%, 10%, 15%, and 10% respectively. In that case, most of the respondents have shown
positive attitudes towards Exim Bank.
Q-2. EXIM Bank's staff is knowledgeable and helpful in assisting with banking
transactions.

Disagree 10 10%
Neutral 12 12%
Agree 20 20%
Total 100 100%
Table: 2
8%
10% Strongly Disagree
Disagree
50% 12% Neutral
Agree
Strongly Agree
20%
Figure: 2
Elaboration:
31
disagree and 8 respondents are strongly disagree. The corresponding percentages are 50%, 20%,
12%, 10%, and 8% respectively. In that case, most of the respondents have shown positive
attitudes towards Exim Bank.
Q.3 EXIM Bank offers competitive interest rates for savings and deposit accounts.

Disagree 25 25%
Neutral 10 10%
Agree 30 30%
Total 100 100%
Table: 3
20% 15%
Strongly disagree
disagree
Neutral
25%
Agree
30% Strongly Agree
10%
Figure: 3
Elaboration:
30%, 10%, 25%, and 15% respectively. Since 25% respondents have shown disagreement with
this statement, Exim Bank should rethink about their service.
32
Q-4. EXIM Bank's general banking services have improved your overall banking
experience.

Disagree 25 25%
Neutral 20 20%
Agree 25 25%
Total 100 100%
Table: 4
20% 10% Strongly Disagree

Disagree
25% Neutral
25% Agree
Strongly Agree
20%
Figure: 4
Elaboration:
Q-5: The bank promptly resolves banking related issues.

Disagree 25 25%
Neutral 20 20%
Agree 10 10%
33
Strongly Agree 5 5%
Total 100 100%
Table: 5
5%
40% Disagree
20% Neutral
Agree
Strongly Agree
25%
Figure: 5
Elaboration:
20%, 25%, and 40% respectively. Since 60% of respondents have shown disagreement with this
statement, Exim Bank should rethink about their service.
Q-6 EXIM Bank using modern and high technology equipment comparing other banks.

Disagree 15 15%
Neutral 10 10%
Agree 20 20%
Total 100 100%
Table: 6
34
10%
Strongly Disagree
15% Disagree
45% Neutral
10% Agree
Strongly Agree
20%
Figure: 6
Elaboration:
Q-7 Customers are satisfied with the online banking service of EXIM Bank.

Disagree 15 15%
Neutral 20 20%
Agree 15 15%
Total 100 100%
Table: 7
35
30%
Disagree
Neutral
15%
Agree
15% Strongly Agree
20%
Figure: 7
Elaboration:
Q-8 EXIM Bank emphasizes on profit maximization.

Disagree 30 30%
Neutral 20 20%
Agree 10 10%
Total 100 100%
Table: 8
36
25%
10% Disagree
Neutral
Agree
20%
30% Strongly Agree
Figure: 8
Elaboration:
10%, 20%, 30%, and 25% respectively. Since 50% of respondents have shown disagreement
with this statement, it can be said that the has emphasized customer service too.
Q-9: Exim bank has enough ATM booths across the county.

Disagree 35 35%
Neutral 20 20%
Agree 10 10%
Strongly Agree 5 5%
Total 100 100%
Table: 9
37
5%
30%
Disagree
20% Neutral
Agree
Strongly Agree
35%
Figure: 9
Elaboration:
20%, 35%, and 30% respectively. Since a majority of respondents hold a negative view, with
disagreement being predominant, it suggests that the bank should consider enhancing its ATM
services for the benefit of its customers.
Q-10 All my banking relevant transaction confirmation details are sent by SMS or e-mail
within 24 hours.

Disagree 10 10%
Neutral 15 15%
Agree 30 30%
Total 100 100
Table: 10
38
5%
40% Disagree
15%
Neutral
Agree
Strongly Agree
30%
Figure: 10
Elaboration:
Q-11 The next time my friend needs the services of a bank I will recommend Exim bank.
Disagree 15 15%
Neutral 15 15%
Agree 25 25%
Total 100 100%
Table: 11
39
10%
Strongly Disagree
35% 15% Disagree
Neutral
15% Agree
Strongly Agree
25%
Figure: 11
Elaboration:
Q-12 The bank promptly online banking related issues.

Disagree 10 10%
Neutral 15 15%
Agree 35 35%
Total 100 100%
Table: 12
40
15%
10% Disagree
Neutral
Agree
15%
Strongly Agree
35%
Figure: 12
Elaboration:
Q-13 EXIM Bank's general banking services prioritize customer data security and privacy.

Disagree 10 10%
Neutral 10 10%
Agree 30 30%
Total 100 100%
Table: 13
41
5%
10% Disagree
45% Neutral
Agree
30% Strongly agree
Figure: 13
Elaboration:
42
Q-14 EXIM Bank's general banking services contribute to a more efficient and organized
financial management.

Disagree 20 20%
Neutral 25 25%
Agree 15 15%
Total 100 100%
Table: 14
15%
Disagree
20% Neutral
Agree
15%
Srongly Agree
25%
Figure: 14
Elaboration:
Q-15 The online banking services provided by EXIM Bank ensure the security of
transactions and other banking activities.

Disagree 10 10%
43
Neutral 10 10%
Agree 35 35%
Total 100 100%
Table: 15

30%
10% Disagree
Neutral
10% Agree
Strongly Agree
35%
Figure: 15
Elaboration:
44
Chapter Five: Job Description
45
5.1 Position, duties, and responsibilities:
During I worked in a range of departments throughout my three-month internship at EXIM
Bank. I perform almost all of the duties at the Jashore Branch. I had to perform there from 10:00
a.m. to 3:00 p.m. I discovered a lot about discipline in the offices. Along with a dedication to put
in a lot of effort, The degree of discipline that each individual exhibits is highly valued by the
organization. For instance, I've been well taken care of here thus far. I'm still at the office
working. My internship responsibilities help me learn more about banking during these three
months. I don't have any set duties as an intern.
As an Intern, I have a variety of tasks and responsibilities which are given below:
Account opening:
I first worked in the department that opened non-individual and individual accounts. I had to set
up accounts for a number of different clients. First, I made sure the client had all of the required
paperwork (a National ID card, two copies of the account holder's passport-size photos, one copy
of the nominee's passport-size photo, TIN Certificate, if applicable, a current bill document for
address verification, and a birth certificate) before I even opened the account.I then followed the
officer's instructions and filled out the account form documents. All sorts of accounts, including
current accounts, savings accounts, fixed-term deposit accounts (FDR), and others, must be
recognized.
Complete forms:
I fill out certain forms after realizing they need information. I followed my supervisor's
instructions and made the necessary corrections to some forms since they needed to be updated
because they were missing details or supporting materials.
Thanks Letter:
I wrote a number of thank-you notes to verify the customer's address.
Scanning Documents:
I had to scan many documents if needed. For examplescanning photo of clients, passport etc.
Entering Date in MIS portal reporting system:
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MIS portal reporting systemis software where clients information is recorded .I had to enter
clients information data in MIS report.
Sending Emails and Printing Necessary Documents:
I used to send emails with important documents attached to other EXIM Bank branches.
Moreover, I used to print a lot of documentation to help the officials as well as documents related
to opening a bank account. These documents had to be filled out in order to open a bank account.
Clients' Bank Accounts are Being Checked:
As an intern, it was my responsibility to check a client's account balance if they required to know
it.The EXIM Bank MIS Portal Reporting System is used for current balance queries, where the
customer's account number is input and the current A/C balance is shown.
Contacting clients by phone:
I occasionally had to call the clients for a variety of reasons. If necessary, I would call the clients.
 To let clients know that their checkbook must be picked up soon or it will be abandoned.
 Any further paperwork needed to open an account.
 Share details about the debit card with customers.
Issue and delivery of cheque books:
During those three months, I also picked up how to manage a checkbook. I now know how to
distribute checkbooks, as well as how to fill out additional paperwork and formality.
 Enter a checkbook entry in the registration book along with the account name, account
number, and serial number.
 I had to extract a customer's signature from the check register book, match it to the
account signature, and then hand the checkbook back to the customer.
5.2 As an Intern, I had to deal with a variety of issues:

It was my first time ever working for an organization. It was an entirely new experience
for me. Throughout my internship, I ran into a lot of problems.
Being aware of the hierarchy and management at EXIM Bank Limited
47
Acclimating to the new workplace
Being aware of my responsibilities and tasks, as well as what I was and was not allowed to
perform as a bank intern.
Since there was no space for error, I initially felt a lot of anxiety when Putting out client names,
numbers, and addresses. I used to double verify After entering those important client details,
which took a lot of time.
Interns had limited access to Exim Bank's software and were given only theoretical information,
which was insufficient to comprehend the bank's entire operating procedure.
5.3New skills developed:

Gaining experience:
I think EXIM Bank is a great place to get experience, and that working there will help me gain
more confidence. The experience I receive from this bank is adequate. My seniors are also very
helpful in giving me the necessary advice so that I can get experience in my position.
Interacting with Corporate People and Corporate Culture:
Because I interact with so many clients each day, connecting with corporate personalities is an
art for me, and EXIM Bank is the ideal place to learn. People behave differently at work than
they do in ordinary situations. I maintained a professional manner whenever I spoke with officers
or anyone else in the office. I learned how to communicate with people and how to use flawless
body language from EXIM Bank.
Initiative:
When I take the initiative to fix workplace issues and help those in need, officers always
appreciate it. I've embraced my supervisors' working methods, and I'm now prepared to take on
my own project.
Regulation and Time management:
One of the most important skills I've learned is how to keep office rules and manage my time.
I've received excellent care here thus far.
48
5.4 Application of Academic Knowledge:
Distinctions exist between classroom learning and practical application on the job. My internship
experience has proven immensely beneficial, as it has significantly enhanced my practical skills
while allowing me to effectively apply my academic knowledge. To excel in our careers, a
balance between hands-on tasks and intellectual learning is essential. Both real-world exposure
and academic proficiency possess intrinsic value and work in synergy. Over my four years as a
BBA student, I've accumulated a wealth of academic knowledge and practical exposure.
However, my experiences during university and my internship exhibit notable differences. While
at university, I had the luxury of managing my time without major constraints, thanks to the
ample periods allocated by my instructors for coursework. Conversely, in my professional life,
adherence to schedules becomes paramount. During my academic journey, I honed my
communication skills and gained confidence through presentations. These competencies have
been transferable to my workplace interactions, where client engagement and effective
communication are pivotal. Thus, my academic knowledge has been seamlessly integrated into
my internship experience, enriching my professional growth.
49
Chapter Six: Marketing Activities
50
6.1Marketing Activities
Marketing activities are the steps a person or business does to boost sales and build its brand.
The processes for effectively delivering, exchanging, and conveying customer- value-added
services are known as marketing activities. EXIM Bank engages in a wide range of marketing
initiatives to boost sales and build brand recognition.
Marketing Mix: Marketing mix includes-
1. Product
The acts made by a person or a business to boost sales and build its brand are referred to as
marketing activities. The processes for efficiently communicating, exchanging, and delivering
services with added value to customers are known as marketing activities. To boost sales and
build brand recognition, EXIM Bank engages in a variety of marketing initiatives.
2. Price
The acts that a person or business takes in the name of marketing are those that aim to boost
sales and enhance brand recognition. The processes for effectively delivering and exchanging
services with added value for customers are known as marketing activities. To enhance their
revenue and build their brand, EXIM Bank engages in a variety of marketing efforts.
3. Place
Exim Bank Ltd. makes it simpler for customers to use its services by offering them in 62 of its
own sites across the nation. The branch needs to be placed at a convenient location as a result.
These areas were selected based on business proximity, affordability, and the locations of the
surrounding companies. The following lists the locations of EXIM Bank Ltd.'s branches:
Dhaka Division – 38
Rangpur Division – 05
Rajshahi Division – 05
Sylhet Division – 08
Chittagong Division – 14
51
Barishal Division – 06
Khulna Division – 02
4. Promotion
Any activity that draws attention to a bank among the general public may be deemed
promotional. CSR activities, branding, and sponsorships are a few instances of this. Other
examples include billboard, TV, and newspaper adverts. EXIM Bank regularly publishes
announcements and advertisements in daily magazines. For instance, any details on brand-new
product launches or branch openings. On the highway, the billboards for EXIM Bank are not
very prominent. EXIM Bank takes part in numerous CSR projects all around the nation. A
minimum of 2% of their annual revenues is set aside each year for the foundation to carry out
CSR efforts. Exim Bank also takes part in a variety of print and public relations advertising
campaigns.
6.2 Customer-Driven Marketing Strategy by EXIM Bank :

EXIM Bank actually has a strategy or method in place to draw in the target market. EXIM Bank
is unable to provide services to all of our country's inhabitants due to capacity limitations. As a
result, EXIM Bank targets relevant client groups from the market, segments the market into
those groups, selects a particular group to serve, and then differentiates its product to draw in
customers (differentiation).
Segmentation Strategy of EXIM Bank:
EXIM Bank Ltd. has implemented a segmentation strategy by categorizing the market into
various segments:
By Region: The entire nation is divided into seven divisions or regions.
By Religion: Recognizing the diverse religious composition of the population, including

Muslims, Hindus, Christians, and Buddhists.
By Occupation: Catering to various professions such as professionals, specialists, business

owners, farmers, housewives, and students.
52
Social Class: Addressing different social strata such as middle class, upper middle class, upper
upper class, lower classes, and more.
Targeting Strategy of EXIM Bank:
EXIM Bank employs both undifferentiated and differentiated marketing strategies to address the
entire market. The bank extends its services to individuals across all social classes, locations, and
religions. It offers fundamental services like deposits, investments, and foreign exchange
services through its branches, making them accessible to diverse clientele. Additionally, a
differentiated approach is employed by providing specific products or services tailored to
particular customer segments. Examples include specialized loans for farmers, student accounts
and loans, and Shariah-compliant deposit plans for Muslims.
Differentiation:
EXIM Bank distinguishes itself by being not only a commercial bank with an export-import
focus but also an Islamic bank adhering to Shariah principles. For instance, it offers banking
services without charging interest (Riba), in compliance with Islamic teachings that forbid any
form of interest. This positioning resonates with devout Muslims who prefer Islamic banking
options. Another distinction is that EXIM Bank invests in the industrial sector and operates in
partnership with its clients.
Market Positioning Strategy:
EXIM Bank Ltd. positions itself as Bangladesh's first export-import commercial bank, uniquely
combining its commercial attributes with an Islamic Shariah foundation. The bank's services are
rooted in Islamic principles, fostering trust among Muslims. EXIM Bank emphasizes
collaboration with clients to achieve progress and success through its services. It aims for
excellence at all levels in an environment of continuous development, inspiring clients to engage
with its services based on its philosophy and commitment.
6.3 Integrated Marketing Communications (Promotion Mix) by EXIM Bank Ltd:

The primary focus of marketing communications in the target market is immediate awareness or
preference goals. However, modern marketers are increasingly recognizing communication as a
means to manage customer relationships over time. Trust-based relationships are especially
53
crucial in the banking industry, where customers seek both speed and security. EXIM Bank Ltd.
places significant emphasis on customer satisfaction and social welfare, underlined by their
tagline "General Banking System & Marketing Implications," leading to positive word-of-mouth.
The bank employs a variety of media for advertising and promotion:
1. Television Advertising:
Television commercials are utilized to inform potential customers about the opening of new
branches, ensuring local communities are aware of upcoming banking services.
2. Newspaper Advertising:
In various daily newspapers, EXIM Bank promotes new branch openings and other unique
offers. Newspapers are effective in disseminating information about services such as household
durable goods, Xpress money, personal loans, branch address changes, and ATM booth
placements.
3. Magazine & Journals:
Consumer banking services, including programs for household durable goods and special offers
for computers and office equipment, are advertised through magazines and journals.
4. Billboards:
Though not heavily relied upon, digital and plastic signboards at branch locations serve as
advertising mediums. The bank's logo is prominently displayed on ATM booths throughout the
city.
5. Calendar & Note Books:
EXIM Bank creates and distributes wall calendars, desk calendars, diaries, and notebooks for its
customers. The content, featuring calligraphy and historical Islamic sites, promotes Islamic
culture and values.
6. Prospectus & Annual Report:
54
The bank issues prospectuses to engage stakeholders and bondholders. The annual report
highlights dividends, equity, assets, and other financial aspects. It serves various stakeholders
including Bangladesh Bank, shareholders, research companies, and interested parties.
Public Relations:
EXIM Bank engages in public relations activities such as Corporate Social Responsibility (CSR),
news releases, and sponsorships.
6.4 Corporate Social Responsibilities (CSR):

EXIM Bank allocates a minimum of 2% of its annual profit for CSR initiatives. Health care
services and a scholarship program for underprivileged but brilliant students are some of the
bank's primary CSR activities.
Healthcare Service:
EXIM Bank contributes to healthcare services through its CSR initiatives.
Scholarship Program for Brilliant Poor Students: EXIM Bank offers a scholarship program
to support low-income, deserving students throughout their academic journeys. Started in 2006,
this program has seen significant participation. By 2008, over 1000 students from reputable
educational institutions across Bangladesh had applied for the EXIM Bank Scholarship. Eligible
students receive financial support throughout their academic careers, provided they maintain
satisfactory academic performance, abstain from student politics, and demonstrate financial
need.
Education Promotion Scheme: This scheme aims to assist impoverished and deserving students
with their educational expenses, including meals, lodging, and tuition fees. Selected students
receive financial aid in the form of interest-free loans, which they repay in extended installments
once they secure permanent employment after completing their education. By the end of 2008,
Tk 19.7 million had been allocated to support 138 deserving students from prestigious
institutions like Dhaka University, Chittagong University, and more.
Aid for Natural Calamities: EXIM Bank's CSR initiatives include providing both monetary and
non-monetary aid to individuals affected by natural disasters such as floods, fires, storms, and
55
extreme cold. These initiatives aim to help affected individuals overcome short-term challenges
and advance socioeconomically.
Assistance for Slum Areas: Beyond natural disasters, EXIM Bank extends its assistance to
people living in slum areas. In cases where fires break out and shanties are destroyed, the bank
steps in to help affected individuals recover and return to their normal lives.
Support during Covid-19 Pandemic: The bank has been actively involved in assisting victims
of the Covid-19 pandemic in Bangladesh. As the pandemic led to job losses and economic
difficulties, EXIM Bank provided support to individuals facing challenges due to the crisis.
Donation for Educational Institution Computer Labs: EXIM Bank's CSR initiatives extend to
education enhancement. The bank has contributed to the setup of computer labs in educational
institutions, including Dhaka University and Chittagong University. These labs help students
learn about information and communication technology, preparing them for the demands of the
modern information-driven society.
Press Releases and Communication: EXIM Bank strategically uses press releases to maintain a
positive business image and address any unfavorable rumors, reports, or events. Press releases
help raise stakeholders' spirits and attract new clients to the bank.
Sponsorship: EXIM Bank supports various events, with a focus on sporting events. The bank
adheres to its Shariah-based principles and avoids endorsing anything that goes against Islamic
law, such as musical performances.
EXIM Bank's CSR initiatives reflect a commitment to societal welfare, education, disaster relief,
and community development. Through these initiatives, the bank aims to make a positive impact
on the lives of individuals and contribute to the betterment of society.
6.5 SWOT Analysis of EXIM Bank Ltd:

Strengths:
 Established reputation: EXIM Bank is well-known and has a solid reputation in the
banking industry of Bangladesh. It's one of the prominent private commercial banks with
substantial growth in earnings and deposits.
56
 Strong financial services leadership: The bank has competent and experienced executive
management, including the chairman of the board of directors and the managing director.
 Cooperative corporate culture: The open and transparent working relationship between
superiors and employees creates a motivating and cooperative work environment.
 Robust growth and profit: EXIM Bank has achieved high growth and profit rates with a
strong deposit base and increasing loans and advances.
 Islamic banking products: As an Islamic bank, EXIM Bank offers a range of Shariah-
compliant banking products.
 Strong management team and leadership: The bank's management team and leadership
are of high caliber.
Weaknesses:
 Limited ATM network: The bank's ATM booth service is currently insufficient due to a
scarcity of ATMs nationwide.
 Limited aggressive advertising: The bank's Shariah foundation limits aggressive
advertising in various media channels.
 Competition with multinational banks: EXIM Bank struggles to compete with large
multinational banks like HSBC and Standard Chartered.
 Dependence on Head Office: Lack of autonomy at branch level hampers quick decision-
making.
 Limited growth prospects for certain positions: Some positions within the bank may lack
growth opportunities.
Opportunities:
 Diversification: EXIM Bank can consider diversifying its operations, such as venturing
into merchant banking or the leasing and insurance sectors.
 Retail banking growth: With a growing population's increasing familiarity with consumer
finance, retail banking presents a significant opportunity.
 Broadening product offerings: EXIM Bank can expand its product offerings, including
credit and debit card systems and more ATM booths.
57
 Customized programs: The bank can create tailored corporate and professional programs
to cater to different customer segments.
 Shariah-based preference: With a predominantly Muslim population, EXIM Bank's
Shariah-based foundation can attract customers who prefer Islamic banking.
Threats:
 Competition from foreign private and multinational banks: The emergence of new
foreign private banks and competition from well-established multinational banks pose
threats to local banks like EXIM Bank.
 Currency devaluation risk: Devaluation of the Taka against the US dollar poses a risk to
foreign currency operations and profitability.
 Default risk: Defaulting on loans increases the possibility of bankruptcy and is a
significant concern for the bank.
 Economic uncertainties: Changes in economic conditions and global financial markets
can impact the bank's operations and performance.
 Regulatory changes: Changes in regulations and government policies can impact the
banking industry and individual banks.
58
Chapter Seven: Major Findings of the study
59
Certainly, findings play a crucial role in any report, as they provide insights and conclusions
based on the observations and data collected during your internship. If you've observed various
activities and interacted with different departments and individuals at the bank, you might have
identified some key findings that could be valuable for your report.
1. Most of the respondents in this survey are male indicating 62.6%
2. 65% of the respondent’s age group is between 25-35 years which means almost all of them are
young.
3. Among 100 respondents, 15% are students, 45% are businessmen, 20% self-employed
whereas 20% are home maker.
4. In this survey, 45% of respondents are agreed that EXIM bank has improved their overall
banking experience, whereas 35% are disagreed.
5. In this survey, 60% of the people have agreed that bank promptly resolve banking related
issues whreas 25% are disagreed.
6. 45% of people have agreed with the statement that Exim bank using modern and high
technology equipement.
7. 45% of people are satisfied by using online banking services of Exim bank.
8. 55% of respondents have disagreed that banks emphasises on profit maximisation.
9. 65% of people have disagreed that Exim bank has enough booth across the country.
10. 70% of people have agreed that Exim bank sent emails and sams for confirmation of
transaction.
11. 75% of people have agreed that Exim bank priotise customer data security and privacy
whreas 15% have disagreed.
12. The banking environment of this bank is very decent and well organized.
13. Online Banking transaction of this bank is very easy and straightforward.
14. EXIM Bank Bangladesh Ltd. conducted their banking activities based on Islamic Sariah
banking System.
60
15. EXIM Bank provide quality service to customer and Clients.
16. The Perception of the quick service of EXIM Bank is quite average to its Clients.
17. There are wide variety of products are run EXIM Bank Bangladesh Limited.
18. The Banking Activities are performed by a range of Expertise.
19. Customer’s specific needs are easily identified by the expert employees.
20. EXIM Bank provide all necessary information in timely manner.
21. EXIM Bank ensure ethics and transparency at all level. The behavior of EXIM Bank
Employees is very friendly and helpful.
61
Chapter Eight: Recommendations and
Conclusion
62
8.1 Recommendations
 Exim Bank authority should improve customer service as 15% of the sample is neutral
and 25% of the sample is ‘Disagree’ with the statement “Exim Bank promptly resolve
banking related issues”
 They should increase the number of ATM booths available in the country. Almost 65%%
response is ‘Disagree’ with the statement “Exim bank has enough ATM Booths across
the country”
 Exim bank authority should improve their online banking services. Because 20% of
respondents are neutral and 35% of the respondents disagree with the statement "
Customers are satisfied with the online banking services of Exim bank.
 EXIM Bank will use the most recent banking methods and technology to provide its
clients with superior services.
 By utilizing cutting-edge banking practices and technology, EXIM Bank can provide its
clients excellent solutions.
 Banks must actively market their Visa Islamic Card in order to attract customers and
increase card acceptance.
 The bank should keep its acceptable loan product profit rate at a lower level. because they
are aware of the relatively high 19% profit margin.
 EXIM Bank should give their advertising and promotional initiatives top priority if they
want to build a solid name and image in a cutthroat market.
 To gratify customers with quicker and better service, they should also build a fully
automated general banking system.
 Their internet banking system needs to be enhanced in order to draw in more customers.
 To reach more people, EXIM Bank should construct more branches.
 To offer speedy services to its consumers, banks should use the right software.
 In order to provide better customer service, the bank should hire new employees.
63
8.2 Conclusion
The rise of numerous new commercial banks in recent times has intensified competition within
the banking sector. Consequently, banks need to align their operations with market demands.
While banks were traditionally focused on handling deposits and loans, significant changes have
occurred. This transformation in financial activities and lifestyles has led to the evolution of
modern banking. Bangladesh remains at the forefront of this shift, where banks have a dual role
—fulfilling financial functions and supporting national development while adapting to societal
changes.
My experience at EXIM Bank Limited's Jashore Branch has been a valuable privilege. As I lack
prior exposure, comparing academic and practical knowledge is a challenge. Due to time
constraints, achieving mastery across all facets of banking is unrealistic. Extending the internship
duration would offer a deeper understanding of the intricate workings.
EXIM Bank Limited, a notable new-generation bank, is making a positive impact on

Bangladesh's economy and holds a promising trajectory. I hold an optimistic view that EXIM
Bank Limited can expand its business by introducing fresh strategies and valuable services.
To sum up, the evolving banking landscape and EXIM Bank Limited's role underscore the
importance of adaptability and innovation in meeting market demands and contributing to the
nation's progress.
64
65
References
Aithal, P.S., 2016. Ideal Banking Concept and Characteristics. International Research Journal of
Management, IT and Social Sciences (IRJMIS), 3(11), pp.46-55.
Capie, F., 2015. The evolution of general banking. World Bank Publications.
Goyal, K.A. and Joshi, V., 2012. Indian banking industry: Challenges and opportunities.
International Journal of Business Research and Management, 3(1), pp.18-28.
Stiroh, K.J., 2006. A portfolio view of banking with interest and noninterest activities. Journal of
Money, Credit and Banking, pp.1351-1361.
Lee, C.C., 2013. Insurance and real output: The key role of banking activities. Macroeconomic
Dynamics, 17(2), pp.235-260.
Heffernan, S., 2005. Modern banking. John Wiley & Sons.
Kotler, P., & Keller, K. L. (2016). Marketing Management. Pearson.
Asum, A. K. M. (2017). "Banking Sector Marketing: A Study of Strategies." Journal of Finance

and Marketing, 1(1), 1-7.
Al Mamun, M. (2019). "Digital Transformation of Banking Marketing: Opportunities and

Challenges." International Journal of Management and Business Research, 9(1), 23-32.
Pearson, G. (2014). Marketing in Banking: Principles and Practice. Routledge.
Jha, S. M., & Panda, A. K. (2015). "Marketing Strategies in Banking Industry: A Comparative
Study." International Journal of Research in Finance and Marketing, 5(11), 77-89.
Daily affaires report.
Different types of Form of EXIM. Newspapers: “Prothom Alo” & “Daily Star”.
Different officer of the branch under whom I worked. Bangladesh Laws on Banks & Banking.
Marketing research, by N K Malhotra. www.eximbankbd.com.
66
Appendix
Questionnaire
General Banking Operation and Marketing Activities of : A Study of Exim Bank Limited: A
study of Jashore Branch.
I am a BBA student enrolled at the University of Barishal. Currently, I am in the process of

carrying out a survey focusing on the General Banking Operations and Marketing Activities of
Exim Bank Limited. In order to facilitate this study, I am seeking your assistance in providing
relevant information. I sincerely request your valuable time and insights to ensure the success of
this endeavor. Rest assured that any data collected will be treated with utmost confidentiality and
exclusively utilized for the purpose of my academic research. Your cooperation is highly
appreciated.
Part A
Demographic Information
1. Your Name: ……………………………………………………………….
Please put tick mark:
2. Gender : □ Male □ Female
3. Age (in years) : □ Below 18 □ up to 18-25 □ up to 25-35 □ 35 to above
3. Occupation : □ Student □ Businessman □ Self-Employed □ Home Maker
Part B
Please put tick (√) mark to show to what extent you accept with the following statements.\
SL Statements Strongly Disagree Neutral Agree Strongly

disagree Agree
1. EXIM Bank's general banking
services align well with my
financial needs.
67
2. EXIM Bank's staff is
knowledgeable and helpful in
assisting with banking
transactions.
3. EXIM Bank offers competitive
interest rates for savings and
deposit accounts.
4. EXIM Bank's general banking
services have improved your
overall banking experience.
5. The bank promptly resolves
banking related issues.
6. EXIM Bank using modern and
high technology equipment
comparing other banks.
7. Customers are satisfied with the
online banking service of EXIM
Bank.
8. EXIM Bank emphasizes on
profit maximization.
9. Exim bank has enough ATM
booths across the county.
10 All my banking relevant
transaction confirmation details
are sent by SMS or e-mail
within 24 hours.
11 The next time my friend needs
the services of a bank I will
recommend Exim bank.
12 The bank promptly online
banking related issues.
13 EXIM Bank's general banking
services prioritize customer
data security and privacy.
68
14 EXIM Bank's general banking
services contribute to a more
efficient and organized
financial management.
15 The online banking services
provided by EXIM Bank ensure
the security of transactions and
other banking activities.
69
70
71
72
73
74
75
76

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General Banking

Operations & Marketing

Activities of EXIM Bank

Date: August 20, 2023

Dr. Md. Abdul Kaium

Roll: MKT 007/8

Roll: MKT 007/8

To Whom It May Concern

Wishing her continued success,

Dr. Md. Abdul kaium

Roll: MKT 007/8

Chapter One: Introduction..............................................................................................................................1

1.2 Background of the Report.....................................................................................................................3

1.3 Objectives of the Report.......................................................................................................................4

1.4 Literature Review.................................................................................................................................4

1.5 Motivation of the Report......................................................................................................................6

1.6 Scope of the study.................................................................................................................................7

1.7 Limitation of the study..........................................................................................................................7

1.8 Definition of Key Terms.......................................................................................................................7

Chapter Two: General Banking Operations of Exim Bank limited................................................................9

2.1 EXIM Bank's History.........................................................................................................................10

2.2 Corporate Information........................................................................................................................11

2.3 Vision of EXIM Bank limited:...........................................................................................................11

2.4 Mission of EXIM Bank limited:.........................................................................................................11

2.5 The Workplace Environment at EXIM Bank Limited:......................................................................12

2.6 Functions of EXIM Bank limited:......................................................................................................12

2.7 General Banking:................................................................................................................................15

2.8. Steps of opening a Bank Account in EXIM Bank Limited:..............................................................15

2.9 Types of Deposit Accounts:................................................................................................................16

2.10 Cash Section:....................................................................................................................................19

2.11 SMS Banking:...................................................................................................................................20

2.12 Section for Clearing:.........................................................................................................................21

Chapter Three: Research Methodology........................................................................................................25

3.1 Nature of the study..............................................................................................................................26

3.2 Sources of Data...................................................................................................................................26

3.4 Data Collection Method......................................................................................................................26

3.5 Analysis Tools....................................................................................................................................27

3.6 Sampling Plan.....................................................................................................................................27

Chapter Four: Analysis of the Study............................................................................................................28

Chapter Five: Job Description......................................................................................................................45

5.1 Position, duties, and responsibilities:..................................................................................................46

5.2 As an Intern, I had to deal with a variety of issues:............................................................................47

5.3New skills developed:..........................................................................................................................48

5.4 Application of Academic Knowledge:...............................................................................................49

Chapter Six: Marketing Activities................................................................................................................50

6.2 Customer-Driven Marketing Strategy by EXIM Bank :.....................................................................52

6.3 Integrated Marketing Communications (Promotion Mix) by EXIM Bank Ltd:.................................53

6.4 Corporate Social Responsibilities (CSR):..........................................................................................55

6.5 SWOT Analysis of EXIM Bank Ltd:.................................................................................................56

Chapter Seven: Major Findings of the study................................................................................................59

Chapter Eight: Recommendations and Conclusion......................................................................................62

1.4 Literature Review

A study conducted by Al Mamun (2019)on "Digital Transformation of Banking Marketing: Opportunities

1.5 Motivation of the Report

1.7 Limitation of the study

Inexperience as a Challenge: As a first-time endeavor in conducting such a study, lack of prior

1.8 Definition of Key Terms

Marketing Activities: Marketing activities encompass the actions undertaken by individuals or

2.3 Vision of EXIM Bank limited:

 To provide high quality financial services in export and import trade.

 To uphold corporate and business ethics. To offer superb quality customer

 To establish ourselves as a dependable custodian of client funds

 To improve our stock and make it profitable for customers and