Thesis Report
on
Customer Management Procedure: A Study on Some
Private Commercial Banks of Bangladesh.
Submitted to:
Mr. Md. Golam Rabbani
Assistant Professor
Department of Business Administration
Stamford University, Bangladesh
Submitted by:
Md. Omar Faruq
ID NO # MBA-046-13018
Department of Business Administration
Stamford University
Date of Submission: July 4, 2012
STAMFORD UNIVERSITY, BANGLADESH
Letter of Transmittal
July 4, 2012
Md. Golam Rabbani
Assistant Professor
Department of Business Administration
Stamford University, Bangladesh
Subject: Submission of thesis report.
Dear Sir,
This is a great pleaser for me to submit this report, which is a requirement for completing the
degree of M.B.A. my topic is “Customer Management Procedure: A Study on Some Private
Commercial Banks of Bangladesh.”. My analysis is based on what I have learned from this study.
There may be some limitations, but I have tried my best to make it as accurate as possible.
I sincerely hope that you will enjoy reading the report. I shall be very glad if the study can serves
its actual purpose. I sincerely thank you to provide me with such a wonderful opportunity.
Sincerely Yours,
Md. Omar Faruq
ID NO # MBA 046 13018
Department of Business Administration
Stamford University, Bangladesh
Certificate
This is to certify that Md. Omar Faruq, ID NO: MBA046 13018 Student of
Stamford University Bangladesh of MBA program has completed the thesis report
titled “Customer Management Procedure: A Study on Some Private Commercial
Banks of Bangladesh” successfully under my supervision.
I wish him every success in life.
Supervisor
-----------------------------
Mr. Md. Golam Rabbani
Assistant Professor
Department of Business Administration
Stamford University, Bangladesh
ACKNOWLEDGEMENT
This is a short-ranged study submitted to the Department of Business Administration
Stamford University, Bangladesh. This research focuses on “Customer Management
Procedure: A Study on Some Private Commercial Banks of Bangladesh”.
At first I take the opportunity to thank the almighty. First of all I would like to express
my gratitude to my honorable supervisor Mr. Md. Golam Rabbani, Stamford University,
Bangladesh. With whose wish and liberal supervision I am able to complete my project. I
am deeply indebted to her for removing some of my great confusion during my report-
making period.
I am also thankful and grateful to her for her skilled effort and contribution to build up
my research methodological knowledge.
I have conducted my report on Customer Management Procedure in Private commercial
banking service in Bangladesh for which I want to express special thanks to the
management of the
United Commercial Bank Limited
Mutual Trust Bank Limited
BRAC Bank Limited
Eastern Bank Limited
Dutch Bangla Bank Limited
Dhaka Bank Limited
Islami Bank Bangladesh Ltd
National Bank Limited
The City Bank Limited
Prime Bank Limited
Southeast Bank Limited
One Bank Limited
Exim Bank Limited
HSBC
Standard Chartered Bank
Table of contents
Serial Particulars Page
no No.
Executive Summary 1
Chapter ONE — Introduction 2
1.1 Introduction 3
1.2 Objectives of this report 4
1.3 Scope of the study 4
1.4 Methodology of the report 5
1.4.1 Sources of data 5
1.4.2 Data analysis 5
1.5 Limitations of Study 6
2 Chapter TWO: Profile of Commercial Banks and with 7
the product and services
Bank Lists: 8
2.1 UCBL Profile 9
UCBL Product and services 9
2.2 MTBL Profile 10
MTBL Product and Services 11
2.3 BRAC Bank Profile 12-14
BRAC Bank Product and Services 14-16
2.4 Eastern Bank Ltd. (EBL) profile 17-18
Eastern Bank Ltd. (EBL) products and services 18-20
2.5 DBBL Profile 21
DBBL Product and services 21-22
2.6 Dhaka Bank Limited Profile 23-24
Dhaka Bank Limited products and Services 24
2.7 Islami Bank Bangladesh Limited profiles 25-26
Islami Bank Bangladesh Limited products and services 26-28
2.8 National Bank Limited profiles 29
National Bank Limited products and services 29-31
2.9 The City Bank limited profiles 32
The City Bank limited products and services 32-33
2.10 Prime Bank Limited profiles 34
Prime Bank Limited products and services 35
2.11 Southeast Bank Limited in one context 36-37
Southeast Bank Limited products and services 37
2.12 ONE Bank Limited profiles 38-39
ONE Bank Limited products and services 39-40
2.13 Export Import Bank of Bangladesh Limited (Exim Bank) 41
profiles
Export Import Bank of Bangladesh Limited (Exim Bank) 41-42
products and services
2.14 The Hong Kong and Shanghai Banking Corporation (HSBC) Ltd 43
profiles
The Hong Kong and Shanghai Banking Corporation (HSBC) Ltd 43-44
2.15 Standard Chartered Bank (SCB) profiles 45-48
Standard Chartered Bank (SCB) products and services 48-49
3.0 Chapter Three: Literature Review 50-60
4.0 Chapter Four: Factors affecting the customer 61
management procedures in private commercial
banking services in Bangladesh
4.1 Primary calculation 61-66
4.2 Factors affecting the customer satisfaction are given below: 67-71
5.0 Chapter Five :Finding and analysis 72
5.1 Perspective of commercial banks in Bangladesh: 73-77
6.0 Chapter Six: Priority Banking and Special Services 78-104
in a Level of customers
7.0 Chapter Seven: Recommendation and Conclusion 105-109
Bibliography & References 110
Appendix ( Sample questionnaire) 111-114
Acronyms 115
Bank Lists 116
