Report Agrani Bank

8/10/2019 Report Agrani Bank

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AcknowledgementAt the inception of preparing this report, I would like to express gratitude to the AlmightyAllahfor special blessings in completing it. There is an English proverb Two heads are betterthanone. So, no one can obtain a noble objectivealone. This project is an accumulation ofsomepeoples endeavor. For this, I am indebted to a number of people who helped me toprepare thisand for their kind advices, suggestions, directions, and cooperation and properguidelines forthis.Firstly, I would like to thanks to the Internal Internship Supervisor, Lecturer .,Depertment of Business Administration, .. who has guided me from the verybeginning ofmy internship program and other teachers of the Department for providing me the

opportunity toundergo the internship program.Finally, sincere thanks again to my internal supervisor Md.. , Lecturer , Depertment ofBusiness Administration, Dhaka for his appropriate suggestions, moral support andinvaluableco-operation from time to time in completing my project paper during the internshipperiod.Page 3 of 85

Executive summaryNow the banks constitute the core of the countrys organized financial system in

Bangladesh.Banks are now-a-days the most trusted financial organizations to the people all over theworld and they satisfied their customer by offering Different banking services. Ensuringthemaximum level of customer satisfaction is an aim for each financial institution. As aresult thecustomer expectations about the service quality of Agrani Bank always remain medium.I gotthe opportunity of getting important information from the employees of this bank thathelp me toprepare this project paper.

Agrani Bank Limited, a leading commercial bank with 867 outlets strategically located inalmostall the commercial areas throughout Bangladesh, overseas Exchange Houses andhundreds ofoverseas Correspondents, came into being as a Public Limited Company on May 17,2007 witha view to take over the business, assets, liabilities, rights and obligations of the AgraniBank


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which emerged as a nationalized commercial bank in 1972 immediately after theemergence ofBangladesh as an independent state.The objective of the report is to assess the level of importance, the customer of AgraniBank

put across various service attributes and also to determine how well Agrani Bank issatisfyingthe customer of those service grounds and different service quality dimensions. Thesurvey isconducted on 100 respondents (sample) those represent the total general customerssegment.Customer had to mark the level of importance that they perceive about a particularserviceattributes quality. The survey data is then analyzed with the help of statistical tools likeweighted average mean and simple arithmetic mean.The survey outcome is not highly satisfactory. Customers are highly dissatisfied with the

servicequality of ATMs because of the less number of ATMs. By increasing the numbers ofATMs,constructing the new branches, employees training, introducing locker service,personalizecaring, implementing charges Agrani Bank can improve its service quality. Agrani Bankshould attract the dissatisfied customer in order to bring them to positive side of theroad strongrelationship with the customers can be maintained.Page 4 of 85

Table of Con tent

Chapter Title Page No1 Introduction 11.1 Introduction of the Topic 21.2 Objectives of the Study 31.3 Scope of the Study 41.4 Methodology of the Study 51.4.1 Type of Research 51.4.2 Questionnaire Preparation 51.4.3 Target Group 51.4.4 Sources of Information 61.1.5 Data Collection Instrument 7

1.1.6 Method and Size 71.4.7 Data Analysis and Findings 71.5 Limitation of the Report 82 Customer Service 92.1 Satisfaction 102.2 Customer Satisfaction 102.3 Need to Measure Customer Satisfaction 112.4 Benefit of Customer Satisfaction 12


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2.5 What do Customer want 122.6 Customer Satisfaction Dimension 132.7 Define Service Quality and Satisfaction 14-15Page 5 of 85

2.8 Service Quality Dimension 15-17

3 Industry Profile 183.1 History of Banking in Bangladesh 19-203.2 Banking Service in Bangladesh 213.3 Types of Bank Account 213.4 Plastic Money 223.5 Future of Banking in Bangladesh 223.6 Risk Management 234 Overview of the Organization 244.1 Historical Background of Agrani Bank 254.2 Nature of Business 264.3 Organizational Overview 27

4.4 Company Mission & Vision 284.5 Organizational Hierarchy 294.6 Business Challenges 304.7 Credit Rating 315 Bank Service Provided By Agrani Bank Ltd. 325.1 Agency Service 33-345.2 Locker Service 345.3 Evening Banking Service 355.4 Financial Service 355.4.1 Import Finance 365.4.1 Export Finance 37Page 6 of 85

5.5 Merchant Banking Operation 38-395.6 Foreign Remittance 40-415.7 RemitONE Money Transfer Management Solution 425.8 Future Plan 436 Customer Satisfaction and Level of Importance at Agrani Bank 446.1 Reliability 45-486.2 Responsiveness 48-516.3 Assurance 51-536.4 Care & Epthay 54-576.5 Tangible 57-616.6 Some Other Analysis 62-676.7 Findings from observation 686.8 Implication of Result 696.8.1 Divers of Satidfaction 696.8.2 Most important attributes of service 696.8.3 Satisfaction Towards the most important attributes 706.8.4 Most Satisfied aspects of Agrani Bank service 716.8.5 Most dissatisfied aspects of Agrani Bank service 716.9 SWOT Analysis 72-73


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7 Conclusion & Recommendation 747.1 Conclusion 757.2 Recommendation 76Reference 77Page 7 of 85

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Chapter -1

Introduction1.1 Introduction of the topicGenerally by the word Bank we can easily understand that the financial institutiondeals withmoney. But there are different types of banks like; Central Bank, Commercial Banks,SavingsBanks, Investment Banks, Industrial Banks, Cooperative Banks etc. But when we use

the termBank without any prefix, or qualification it refers to the Commercial Banks. Acommercialbank is a type of financial intermediary and a type of bank. Commercial banking is alsoknownas business banking. It is a bank that provides checking accounts, savings accounts,and moneymarket accounts and that accepts time deposits. Traditionally, large commercial banksalsounderwrite bonds, and make markets in currency, interest rates, and credit-relatedsecurities,

but today large commercial banks usually have an investment bank arm that is involvedin thementioned activities.Banking sector is expending its hand in different events everyday. At the same time thebankingprocess is becoming faster, easier and the banking arena becoming wider. As thedemand for thebetter service increase day by day, they are coming with different innovative ideas andproducts.In order to survive in the competitive field of the banking sector, all banking organizationlooking for better service opportunities to provide their fellow clients.

Page 9 of 851.2 Objective of the StudyThe objectives of the study are mentioned as beneath:a) Primary Objective: Primary objective of the report is fulfilling the course requirementforCompletion of the degree of BBA program of National University,b) Secondary Objective: Beside the primary objective, there are some other objectiveswhich


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are equally important. The prime objective of the study is to examine To assess the level of importance, the customer of Agrani Bank put across variousservice attributes and also to determine how well Agrani Bank is satisfying thecustomers on those service grounds and different service quality dimensions. To come up with possible ways of improving service quality and efficiency that will

lead to bring more customer satisfaction for Agrani Bank Ltd.Analyze customer opinion regarding satisfaction through questioning customer.Page 10 of 85

1.3 Scope of the studyAs a student of BBA, it is normally essential to know the customer service andsatisfaction ofany bank. In modern world without Customer Satisfaction any organization can not runin anymoments. This report covers: Customer Service and Satisfaction of Agrani Bank Ltd. Organizational Structure and Financial Service of agrani Bank Ltd.

The scope of this report is limited to the overall description of the company. Its serviceand theircustomers assessment about the service provided by the customer service department.Page 11 of 85

1.4 Methodology of the Study1.4.1 Type of research:In this study, exploratory research will be conducted to find out and understanding of theoverallbanking of Agrani Bank Ltd. and also to determine some of the attributes of servicequality inthis bank.

Exploratory ResearchExploratory research is a type of research conducted for a problem that has not beenclearlydefined. Exploratory research helps determine the best research design, data collectionmethodand selection of subjects. It should draw definitive conclusions only with extremecaution. Givenits fundamental nature, exploratory research often concludes that a perceived problemdoes notactually exist.Exploratory research often relies on secondary research such as reviewing available

literatureand/or data, or qualitative approaches such as informal discussions with consumers,employees,management or competitors, and more formal approaches through in-depth interviews.

1.4.2 Questionnaire PreparationThe entire questionnaire is prepared based on the SERVQUAL scale. There are fiveservice


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quality dimensions Reliability, Responsiveness, Assurance, Empathy and Tangibles. Ialsodesigned a structure and unstructured questionnaire. This structured questionnaire wasthe majortools of this research project. 21 questions are selected which focus this 5 dimensions.

1.4.3 Target GroupIndividual Customers of Agrani Bank Ltd.Page 12 of 85

1.4.4 Sources of Information1. Primary DataI have collected primary data by variety of ways, first of all by interviewing employees of

AgraniBank Ltd. and directly communicating with the customers. I have also conducted aquestionnairesurvey of the customers minimizing interruptions in their baking activities. Primary datawere

mostly derived from the discussion with the employees & through surveys on customersof theorganization. Primary information is under consideration in the following manner: Face to face conversation with the employees. By interviewing customers of Agrani Bank.2. Secondary dataI have elaborated different types of secondary data in my research. Sources ofsecondaryinformation can be defined as follows:Internal Sources Prior research report

Group Business Principal manual Banks Annual ReportExternal Sources Different books and periodicals related to the banking sector Internet NewspapersPage 13 of 85

1.4.5 Data Collection InstrumentsIn-depth interview: During the exploratory research, Iconducted in-depth interviewswithemployees and customers of Agrani Bank Ltd.

Questionnaire survey: I also designed a structure and unstructured questionnaire forthecustomers of Agrani Bank. This structured questionnaire was the major tools of thisresearchproject.

1.4.6 Method and Size1. MethodFor the purpose of getting better result, I adopeted non probabilistic purposive sampling


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technique during the survey of these project where customers were given copies of thequestionnaire and were asked to fill them. I gave continuous support to the customersfor anyproblems that they faced while filling up questionnaire so that the validity of thequestionnaire

increases. As the simple random sampling is easily understood and results areassessable it isbest suited for my study.2. SizeIn this research phase I selected a group of 100 people

1.4.7 Data analysis and FindingsThe analysis of collected data is completed with the help of the statistical tools. Theresponse ofthe survey including the level of importance and the customers perception are tallied atfirst andthan the weighted average of those responses are prepared. Here the value of the

SERVQUALscale (5, 4, 3, 2, and 1) is counted as the weight. Finally by doing mean of the threequestions ofthe single segment the overall mean importance and overall mean satisfaction level ofthe servicequality dimension are calculated.Page 14 of 85

1.5 Limitation of the report Time frame of the research was very limited. The actual survey was done with in amonth. Large scale research was not possible due to constraints and restriction posed by the

organization. Part of organizational culture was written from individuals perception and may varyfrom person to person. Getting relevant papers and documents were strictly prohibited.Page 15 of 85

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Chapter -2

Customer Service2.0 Customer ServiceCustomer Service is the set of behavior that a business undertakes during its interactionwithits customers. It can also refer to a specific person or desk which is set up to providegeneralassistance to customers.

2.1 Satisfaction


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Definition 1: Satisfaction means the contentment one feels when one has fulfilled adesire, needor expectations.Definition 2: Customer level of approval when comparing a product perceivedperformance

with his or her expectation. Also could refer to discharge, extinguishment, or retirementof anobligation to the acceptance of the obligator, or fulfillment of a claim. While satisfactionissometimes equated with performance, it implies compensation substitute where asperformancedenotes doing what was actually promised.

2.2 Customer SatisfactionGaining high levels of customer satisfaction is very important to a business becausesatisfactioncustomers are most likely to be loyal and to make repeat orders and to use a wide

range ofservices offered by a business.Rather than a single definition, I think it is appropriate to provide several definitionsbecause asingle definition gives the impression that there can be only one, which is certainly nottrue. Definition 1: Customer satisfaction is equivalent to making sure that product andserviceperformance meets customer expectations. Definition 2: Customer satisfaction is the perception of the customer that the outcomeof

a business transaction is equal to or greater than his/her expectation.Page 17 of 85

Definition 3: Customer satisfaction occurs when acquisition of products and/orservicesprovides a minimum negative departure from expectations when compared with otheracquisitions.

2.3 The Need to Measure Customer Satisfaction The word "satisfied" itself had a number of different meanings for respondents, whichcan be split into the broad themes of contentment/happiness, relief, achieving aims, andachieving aims and happy with outcome and the fact that they did not encounter anyhassle.

In the era of the globalization, management of the companies is more concernedaboutCustomer Satisfaction, which leads to profitability. Satisfied customers are centralto optimal performance and financial returns. In many places in the world, businessorganizations have been elevating the role of the customer to that of a key stakeholderover the past twenty years. Customers are viewed as a group whose satisfaction withthe


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enterprise must be incorporated in strategic planning efforts. Forward-lookingcompaniesare finding value in directly measuring and tracking customer satisfaction (CS) as animportant strategic success indicator. Evidence is mounting that placing a high priorityon

CS is critical to improved organizational performance in a global marketplace. With better understanding of customers' perceptions, companies can determine theactions required to meet the customers' needs. They can identify their own strengthsandweaknesses, where they stand in comparison to their competitors, chart out path futureprogress and improvement. Customer satisfaction measurement helps to promote anincreased focus on customer outcomes and stimulate improvements in the workpracticesand processes used within the company.Page 18 of 85

2.4 Benefits of Customer Satisfaction

The importance of customer satisfaction and support is increasingly becoming a vitalbusinessissue as organization realize the benefits of Customer Relationship Management (CRM)forproviding effective customer service. Professionals working within customer focusedbusinessor those running call centers or help desks, need to keep informed about the latestcustomersatisfaction techniques for running a valuable customer service function. From smallcustomerservice departments to large call centers, the importance of developing a valued

relationship withcustomers using CRM is essential to support customer and long-term business growth.

2.5 What Do Customers Want?Before we begin to create tools to measure the level of satisfaction, it is important todevelop aclear understanding of what exactly the customer wants. We need to know what ourcustomersexpect from the products and services we provide.Customer expectations have two types Expressed Implied

Expressed: Customer Expectations are those requirements that are written down n thecontractand agreed upon by both parties for example, product specifications and deliveryrequirements.Suppliers performance against these requirements is most of the items directlymeasurable.Implied: Customer Expectations are not written or spoken but are the ones thecustomer


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would expect the supplier to meet nevertheless.For example, a customer would expect the service representative who calls on him tobeknowledgeable and competent to solve a problem on the spot.There are many reasons why customer expectations are likely to change overtime.

Processimprovements, advent of new technology, changes in customers priorities, improvedquality ofservice provided by competitors are just a few examples.

2.6 Customer Satisfaction DimensionPage 19 of 85

Customer Satisfaction is measured across various parameters. There are parametersand subparameters (some enumerated below).Sales Experience Level of product Knowledge with Sales staff

Timeliness and quality of response to customer queries on product. Level of understanding of customers needs and unique perspective.Availability and quality of brochures, sales material. Presentation, communication and mannerism of sales person. Project of honesty and trustworthiness.Product Delivery Experience Timeliness of product delivery Sharing of status while work-in-progress Quality and sophistication of delivery/product pack Behavior and mannerism of delivery staff. Level of congruence between what was sold and what was delivered.

Product Experience Level of product quality vis--vis expectation. Level of need fulfillment vis--vis expectedProduct Servicing Timeliness of product servicing Quality of product servicingPage 20 of 85

Cost of product servicingMannerism and conduct of servicing staffRelationship experience Frequency and quality of contact

Knowledge of company products and customer opportunities Conduct and Communication of relationship person.Complaint resolution / Grievance Handling Timeliness of complaint resolution Quality of complaint resolution Level of iterations till the complaint was resolved. Empathy of the customer servicing staff Knowledge of customer servicing staff


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Collection Experience Communication quality and information for collection Conduct and communication of collection staff Channel and Ease of giving payments.

2.7 Defining Service Quality and Satisfaction

The two separate terms satisfaction and quality are difficult to define in general, andpresswriters tend to use those terms interchangeably. However, the more precise meaningsandmeasurement of the two concepts were developed after a considerable debate.

Although thesetwo consensuses share something in common, the fundamental causes and outcomesdifferfrom one another. While satisfaction is a wide and broad concept in general, servicequality hasPage 21 of 85

specific attributes of the service itself. As shown below in Figure 1, service quality is areflectionof the customers perception ofreliability, assurance, responsiveness, empathy andtangibles.Whereas customer satisfaction is more inclusive and perceived according to servicequality,product quality, price, situational factors and personal factors. (Zeithaml, Bitner &Gremler,2009, 103.)ReliabilityResponsiveness

AssuranceEmpathyTangiblesFigure: Service Quality and satisfaction

2.8 Service Quality Dimension (SERVQUAL)The SERVQUAL model is a widely accepted model of determining and expressing thecustomersatisfaction. It was first published in 1988 and has undergone improvements andrevisions sincethan. As it is east to understand and to identify the customer satisfaction level thismodel is

selected to use in the report. There are five major those entirely represent the servicequality.These are explained below:Page 22 of 85

SituationalFactorsProduct


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QualityServiceQualityCustomerLoyaltyCustomerSatisfactionPrice PersonalFactorsTangibles: Representing the Service PhysicallyTangibles are defined as the appearance of physical facilities, equipment, personnelandcommunications materials. Customers, particularly new customers, use these physicalrepresentations or images to assess quality. Service companies can make good use oftangible

factors to improve their image, provide continuity, and indicate quality to customers, orevencombine them with another element to create a service quality strategy. (Zeithaml,Bitner &Gremler 2009, 115)Reliability: Delivering on PromisesReliability is defined as the ability to perform the promised service dependably andaccurately.More specifically, it means that the company deliverers service provision, problemresolution,and pricing according to their promises. In this way, firms can keep their customers loyal

tothem. (Zeithaml, Bitner & Gremler 2009, 113.)Responsiveness: Being Willing to HelpResponsiveness is the willingness to help customers and to provide prompt service.The focusis weighted on how quickly and attentively companies are able to deal with customerrequests,questions, complaints, and problems. Companies must have customers point of view todeliverservice and handle requests in order to excel on this dimension. (Zeithaml, Bitner &Gremler

2009, 114.)Assurance: Inspiring Trust and Confidence

Assurance is the knowledge and courtesy of employees and their ability to convey trust andconfidence.For high-risk service such as banking, insurance, medical, brokerage, and legal services, thisaspect tendsto be particularly significant. Companies need to gain trust and confidence in order to createtrustingrelationships with their customers. (Zeithaml, Bitner & Gremler 2009, 114.)


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Empathy: Treating Customers as IndividualsPage 23 of 85

Empathy is the provision of caring individualized attention to customers. The core idea is toprovecustomers that they are cared and understood through personalized or customized service, asthey are

special and important for firms. Small firms are often able to reflect their personal knowledge ofcustomerrequirements and preferences and build relationships with their customers so that small firmstend to bemore advantageous when competing with larger firms in this dimension. (Zeithaml, Bitner &Gremler2009, 114-115.)This attribute demands customization service process. Aspects like individual attention,understandingcustomers needs and interests were categorized in this section.

All of those elements are equally important in order to obtain one hundred percent of quality andhave different influence on the final service quality. Customers use those five dimensions to

organizeinformation about service quality in their minds. Depending on a situation, sometimes all thedimensionsare used, and at other times not. Although this model is found relevant for a variety of servicebusinessand therefore widely used, some researchers suggest that cross-cultural aspect is missing onthosedimensions. Individuals from different backgrounds seek different experiences from the sameset ofservice and also perceive actual experiences differently. This has to be taken into account whenapplyingthese dimensions. (Zeithaml, Bitner & Gremler 2009, 112.)

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3.1 History of Banking in BangladeshBangladesh is a developing country. Banking sector plays a pivotal role in the economicdevelopment of the country. Banking system of a country can well be said as abarometer ofits economic prosperity. Well-developed banking system is indispensable for moderntradePage 25 of 85

Chapter -3

Industry Profileand commerce. Now-a-days, banks not only act as custodian of public money but alsoareindispensable as vital agent for maintenance of sound financial position of a country.Nationalized Commercial Banks (NCBs) were established in Bangladesh in 1972through


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amalgamation of twelve commercial banks that were operating in pre-independentBangladeshallowing the poor access to fund, reducing capital flight to foreign countries, andincreasingdomestic investment were some of the basic objective of this nationalization. That

means asociety with wealth distributed as equitably as possible. But with time difference thosebankshas changed their policies and strategies, which were not fulfilling the class bankingpolicies ofthe government. On an evaluation of the activities of commercial banks, it has beenobservedthat the progresses made by the banking industry since nationalization was notimpressive. Thenationalized banks could not play the due role in the implementation of governmentprograms

and policies. Hence, a trend of de-nationalization of banks started from mid 80s.In the meantime, the policy of the government towards banking industry regardingeconomicmanagement has changed since 1976. That year private sector had been entrusted toplay abigger role in the economy than before. Accordingly, in order to provide more credit tolocalinvestors the private sector banking had been introduced. Government decided to allowsettingup of local Private Commercial Banks (PCB) in addition to Nationalized CommercialBanks(NCB) operating in the country.Bangladesh Bank acts as a central bank for our country and it controls, supervises, andlooksafter the scheduled banks in the private commercial banks as well as the nationalizedcommercialbanks formed by amalgamating the business of the twelve banks doing business inBangladeshbefore liberation as per schedule given below:

Table: Banking History of BangladeshExisting Bank New BankAuthorized Capital

(Lac Tk.)Paid-up Capital(Lac Tk.)Page 26 of 85

The National Bank of Pakistan, TheBank of Behawalpur Ltd.Sonali Bank 500 200The Premier Bank Ltd., The Habib


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Bank Ltd., The Commerce Bank Ltd.Agrani Bank 500 100The United Bank Ltd., The UnionBank Ltd.Janata Bank 500 100

The Muslim Commercial Bank Ltd.,The Standard Bank Ltd.Rupali Bank 500 100The Austrasia Bank Ltd., The EasternMercantile Bank Ltd.Pubali Bank 500 100The Eastern Banking CorporationLtd.Uttara Bank 500 100

After the liberation of Bangladesh the twelve Banking companies who were doingbusiness in

Bangladesh, were nationalized by the Government of the People's Republic ofBangladesh underpresident's order No.26 of 1972 entitled The Bangladesh Bank (Nationalizations)Order,1972 on March 26, 1972.

3.2 Banking service in BangladeshWith years, banks are also adding services to their customers. The Bangladesh bankingindustryis passing through a phase of customers market. The customers have more choices inchoosingtheir banks. A competition has been established within the banks operating in

Bangladesh. WithPage 27 of 85

stiff competition and advancement of technology, the services provided by banks havebecomemore easy and convenient. The pastdays are witness to an hour wait beforewithdrawing cashfrom accounts or a cheque from north of the country being cleared in one month in thesouth.This section of banking deals with the latest discovery in the banking instruments alongwith thepolished version of their old systems.

3.3 Types of Bank AccountThe most common and first service of the banking sector. There are different types ofbankaccount in Bangladesh banking sector. The bank accounts are as follows: Bank Savings Account - Bank Savings Account can be opened for eligible person /persons and certain organizations / agencies (as advised by Bangladesh Bank fromtimeto time)


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Bank Current Account - Bank Current Account can be opened by individuals /partnership firms / Private and Public Limited Companies / Specified Associates /Societies / Trusts, etc. Bank Term Deposits Account - Bank Term Deposits Account can be opened byindividuals / partnership firms / Private and Public Limited Companies / Specified

Associates / Societies / Trusts, etc. Bank Account Online - With the advancement of technology, the major banks in thepublic and private sector has facilitated their customer to open bank account online.Bankaccount online is registered through a PC with an internet connection. The advent ofbankaccount online has saved both the cost of operation for banks as well as the time takeninopening an account.

3.4 Plastic MoneyFormer ANZ Grindlays Bank, now Standard Chartered Grindlays Bank, took a

pioneering role inintroducing credit card in Bangladesh. It started acquiring Visa and Mastercard nearly10 yearsback. In the first few years, its operational area was very limited and concentrated onlyon thePage 28 of 85

large hotels and restaurants. In 1997 the bank decided to launch full-scale cardoperation andvery realistically brought a wide range of people under its service system. It is nowgiving a widerange of card services through multifarious quality facilities.

Credit cards are financial instruments, which can be used more than once to borrowmoney orbuy products and services on credit. Basically banks, retail stores and other businessesissuethese.

3.5 Future of Banking in BangladeshA healthy banking system is essential for any economy striving to achieve good growthandyet remain stable in an increasingly global business environment. The Bangladeshibankingsystem has witnessed a series of reforms in the past, like deregulation of interest rates,

dilutionof government stake , and increased participation of private sector banks. It has alsoundergonerapid changes, reflecting a number of underlying developments. This trend has creatednewcompetitive threats as well as new opportunities. This paper aims to foresee majorfuture bankingtrends, based on these past and current movements in the market.


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Given the competitive market, banking will (and to a great extent already has) become aprocess of choice and convenience. The future of banking would be in terms ofintegration.This is already becoming a reality with new-age banks such as Banking, Mobail Bankingetc.

Technology will prove to be the differentiator in the short-term but the dynamicenvironmentwill soon lead to its saturation and what will ultimately be the key to success will be abetterrelationship management.

3.6 Risk ManagementPage 29 of 85

The future of banking will undoubtedly rest on risk management dynamics. Only thosebanksthat have efficient risk management system will survive in the market in the long run.The

effective management of credit risk is a critical component of comprehensive riskmanagementessential for long-term success of a banking institution.

Although capital serves the purpose of meeting unexpected losses, capital is not asubstitute forinadequate decontrol or risk management systems. Coming years will witness banksstriving tocreate sound internal control or risk management processes. With the focus onregulation andrisk management in the Basel II framework gaining prominence, the post-Basel II erawill belong

to the banks that manage their risks effectively. The banks with proper risk managementsystemswould not only gain competitive advantage by way of lower regulatory capital charge,but wouldalso add value to the shareholders and other stakeholders by properly pricing theirservices,adequate provisioning and maintaining a robust financial structure.The future belongs to bigger banks alone, as well as to those which have minimizedtheir risksconsiderably.Page 30 of 85

4.1 Historical Background:Page 31 of 85

Chapter -4

Overview of the OrganizationAgrani Bank Limited, a leading commercial bank with 867 outlets strategically located


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in almost all the commercial areas throughout Bangladesh, overseas Exchange Housesandhundreds of overseas Correspondents, came into being as a Public Limited Companyon May17, 2007 with a view to take over the business, assets, liabilities, rights and obligations

of theAgrani Bank which emerged as a nationalized commercial bank in 1972 immediatelyafter theemergence of Bangladesh as an independent state. Agrani Bank Limited startedfunctioning asa going concern basis through a Vendors Agreement signed between the ministry offinance,Government of the People's Republic of Bangladesh on behalf of the former AgraniBank andthe Board of Directors of Agrani Bank Limited on November 15, 2007 with retrospectiveeffect

from 01 July, 2007.Agrani Bank Limited is governed by a Board of Directors consisting of 13(thirteen)membersheaded by a chairman. The Bank is headed by the Managing Director & Chief ExecutiveOfficer;Managing Director is assisted by Deputy Managing Directors and General Managers.The bankhas 7 Circle offices, 30 Divisions in head office, 52 zonal offices and 867 branchesincluding10 corporate and 40 AD( authorized dealer) branches. The corporate and AD branchesareauthorized to deal in Foreign exchange business.The authorized capital of the Bank is Tk. 800 crore.

4.2 Nature of business:Page 32 of 85

The principal activities of the Bank are providing all kinds of commercial bankingservices to itscustomers and the principal activities of its subsidiaries are to carry on the remittancebusinessand to undertake and participate in any or all transactions, and operations commonlycarried orundertaken by remittance and exchange houses.

The Bank also started its Merchant Banking operations at Head Office level fromSeptember 03,2009 vide registration certificate no. AMB-34/2009 dated March 23, 2009 underSecurities andExchange Commission Act, 1993 and Securities and Exchange Commission Rules,1996.

Agrani Bank Ltd. with its wide-ranging branch network and skilled personnel providesprompt


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services like issuing:Demand DraftTelegraphic TransferPay Orderbills collection

clearingThe Bank provides the following account facilities:Current/Savings/STD accountFDR account

Advance accountLoan account

Agrani Bank has already established a worldwide network and relationship ininternationalBanking through its overseas branches and foreign correspondents. The Bank hasearned anexcellent business reputation in handling and funding international trade particularly in

boostingexport & import of the country. The Bank finances exports within the framework of theexportpolicy of the country.

4.3 Organizational Overview:Page 33 of 85

Name of the company Agrani Bank ltd.chairman Khondokar bazlul haque,phdManaging director Syed abu naser bukhtear ahmed, B.Sc,MBACompany secretary MD. Ekramul HakimLegal status Public limited company

Date of incorporation 17 may 2007Registered office 9d dilkusha commercial area, Dhaka-1000.bangladesh.Authorized capital Tk. 800 crorePaid up capital Tk. 497 croreReserve and retained earning Tk. 420 croreNumber of employees 11443Number of branch 867Number of subsidiary 02website www.Agranibank.orgemail Agrani@ Agranibank.org

4.4 Company Mission & VisionPage 34 of 85

Company Mission:To become a leading bank of Bangladesh.Operating at international level of efficiency, quality and customer service.

Company Vision:We operate ethically and fairly within the stringent framework set by our regulators. Wefuse


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ideas and lessons from best practice to explore new avenues to become stronger, moreefficientand competitive. We apply information and communication technology for the benefit ofourcustomer and employees. We invest to strengthen the future of the bank.

4.5 Organizational Hierarchy:Chairman Page 35 of 85

4.6 Business ChallengeAgrani Bank wanted to streamline their remittance operations and improve customerservice. Toachieve these objectives, they had to address four major challenges:Page 36 of 85

Managing Director &CEODeputy Managing Director

Assist. Managing Director

Senior Principal Officer(Principal Branch)General Manager (Operation)(Loan Recovery)(Chittagong Circle)

Principal Officer(Chittagong Circle)

(Human Resource Division)Senior Officer(Chittagong Circle)

Officers/Officers Cash

(Chittagong Circle) Previously, most money transfers were processed manually across Agrani Banksremittance centres due to which it would take up to four days for beneficiaries to receivefunds. Agrani Bank wanted to offer their customers popular same day services such asspot cash within minutes.Agrani Bank wanted to be able to communicate and collaborate informationaccurately,rapidly and reliably among their 867 branches. They wanted to ensure that the rightinformation is delivered to the right branch at the right time using advanced auto-routingfeatures. Some Agrani Bank branches could expect up to 2,000 customers on certain days,

makingit very difficult for their staff to serve them. Agrani Bank wanted to empower their staffto help customers as effectively as possible.Agrani Bank wanted to have a sophisticated money transfer management system thatcould be easily used by their staff. They wanted the system to be user-friendly so staffcould rapidly learn how to use it, which in turn could save them time and cost.

4.7 Credit Rating:Page 37 of 85


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Credit Rating Information and Services Limited (CRISL) assigns AAA (Triple A) ratingto Agrani Bank in the long run and ST-1 in the short term. The above has been done inconsideration of the guarantee of the Government of the Peoples Republic ofBangladesh whilesetting up Agrani Bank under the Presidential Order Number 26 of 1972 by assuming all

assetsand liabilities of some banks operating in former East Pakistan. CRISL, being a localratingagency, always considers the Government of the Peoples Republic of Bangladesh asthe highestrisk free entity. Financial Institutions rated in this category are adjudged to be of bestquality,offer highest safety and have the highest credit quality. Changing economiccircumstances areunlikely to have any serious impact on the category of banks. The short term ratingindicates

highest certainty of timely payment. Safety is almost like risk free Government short-termobligations.Credit rating by CRISLparticularLongtermShorttermEntity Rating as GovernmentGuaranteed Bank

AAA ST-1

Entity Rating as CommercialBank-2009A ST-2Outlook StableDate of rating declaration 06/09/2010Page 38 of 85

5.1 Agency Services:Agrani Bank Limited, being a state owned Bank, has both commercial commitment to itsclientsand societal commitment to the nation. Besides catering service to its clients at nominalfees/

charges the Bank has to provide a plethora of services, free of charges, in respect oftransferringmoney to different benevolent organizations and groups of professionals in far flungareasPage 39 of 85

Chapter -5


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Bank Service Provided by Agrani Bankthrough its branches in urban and rural areas all over Bangladesh.Here below are a few of such services Agrani Bank Limited provides:1. Collection of Utility bills :

Telephone bills of T &T Authority without service charges Grameen Phone bills of Grameen Phone Ltd. with service charge & other charges Electric bill of REB without service charges Electric bills of DESA without service charges Electric bill of PDB without service charges Electric bill of DESCO without service charges Bills of Railways without service charges Gas bill of Titas Gas, T& D Co. ltd without service charges Gas bill of Bakhrabad Gas Co. ltd without service charges Bill of Oil-bill of Meghna Petrolium Co. Ltd.2. Sale/encashment of Saving Certificates

3. Sale/Purchase of Prize bonds4. Payment of Army/civil pension5. Payment of non-government primary /secondary school/college /Madrasha teachersbenefit (government portion)Page 40 of 85

6. Payment of Government primary school teachers salary7. Payment of Honorarium to freedom fighters.8. Payment of stipend for female students of secondary and higher secondaryinstitutions9. Payment of Govt. allowances to Bayaska, Bidava and Dostho Mohila.10. Payment of stipend to primary students11. Payment of stipend to Shishu Kallyan Trust in urban areas.12. Maintain of BADC disbursement account with 200 branches13. Payment of Food Procurement bills.

5.2 Locker Service:For safekeeping of customers' valuables like important documents and goods like

jewelries andgold ornaments, Agrani Locker Service is available in most of the Branches in urbanareas.

5.3 Evening Banking Service:"Evening Banking", a unique service of Agrani Bank Limited, only for receiving Cashand

Documents beyond transaction hours till 6 o'clock in the evening, is available in about207important Branches of Agrani Bank Limited. The service is attractive for those, likeshopkeepers,Page 41 of 85

Nature of Service Nature of Charges Rate of ChargesCustody of Locker / Safe Renta) Yearly TK.900/= for small


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size lockerb) Yearly TK.1200/= formedium size lockerc) Yearly TK.1800/= for bigsize locker

who accumulate cash as sales proceeds in the afternoon when counters of Bankbranches usuallyremain closed.

5.4 Financial Service:The Bank offers financing on easy terms to the following "Thrust Sectors":

Agro-based industries Computer Software & IT ElectronicsArtificial flower Product Frozen food Export oriented nontraditionalagro productGift item leather goods Jute goodsJewelry and Diamond Silk worm cultivation Stuffed toys (except RMG)Textile industry Oil & Gas

5.4.1 Import Finance:With assistance from about 400 overseas correspondents, Agrani Bank Limited, through40

Authorized Dealer Branches, has been financing full range import business of a lot ofImporterswho are Bank's clients.Page 42 of 85

Wheat Rice SugerMilk Food Edible Oil Oil SeedsFruits Spices Raw CottonCotton Yarn Textile Fabrics Pharmaceuticals R.MDrugs & Medicine Chemicals Parts

Cement Motor Vehicle Electronic ComponentPetrol, Oil & Lubricant (POL) Fertilizer Scrap Vessels

5.4.2 Export FinanceTo boost up country's Export, Agrani Bank Limited has been providing different kinds ofassistance andincentive to the exporters. Some of which are: Pre-Shipment and Post-Shipment Finance.Page 43 of 85

Discount/Concession rate of interest for exports Finance. Back-to-Back L/C facility under bonded Warehouse system. Sight L/C under Export Development Fund (EDF). Interest bearing and non-interest bearing Exporter's retention Quota A/C. Export Incentive Program.Financing industries of 100% foreign investment or of Joint Venture at Export Processing Zones Obtaining EEF (Equity & Entrepreneurship Fund) from Government through Bangladesh Bankfor building up Entrepreneurs' Equity. Providing services to the exporters by the Bank's own logistical supports like SWIFT, ReutersService, Internet, and Fax etc.Scope of Further Expansion:Software and Data entry Dry & Dehydrated fish Toys and luggage


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Fashion item Leather goods Stationery goodsOrchid Gift item Bamboo & wooden furniture

5.5 Merchant Banking OperationIssue Management:Page 44 of 85

We shall render our service to help the capital market to increase the supply ofsecurities. Beinga Manager to issue we shall provide assistance to the Private Limited Companiesintended tobe converted into Public Limited Companies by way of obtaining necessary permissionfromrelevant authorities, preparing prospectus for public issue of shares and debentures,involving inthe collection of application money and end through listing of securities with stockexchange.Underwriting:

Agrani Bank Limited with its strong capital base is capable of providing underwritingcommitments for successful completion of IPO of any size enabling the companies to gopublic.Portfolio Management:Initially the Non-Discretionary (i.e. Investor's Discretion) portfolio account will beopened.Subsequently the portfolio management shall be expanded with the introduction offollowingschemes: Bank's discretionary portfolio account. Investor's discretion portfolio management scheme for high net worth investors.

Profit loss sharing portfolio management scheme (subject to approval of SEC).Interest, Fees, Commission etc: Cost of account opening form :Tk. 25.00 Initial Documentation Charge :Tk. 500.00 Brokerage Commission: 0.50% on the value of traded securities.Interest on Margin Loan: Interest Rate : 13.00% per annum Mode of charging interest : QuarterlyPage 45 of 85

Service Charge

Portfolio Management : 1% per annum with a minimum charge of Tk. 500.00 Mode of Service Charge : Quarterly Financial/Portfolio Statement Charge :Tk. 10.00 per statement Terms & Conditions : Charges, fees etc. may change from Time to time at the discretion of Agrani Bank Limited.

5.6 Foreign Remittance:Agrani Bank Limited gives top priority in handling remittance from Bangladeshi WageEarners


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working abroad. We have made arrangement to ensure crediting the remitted amount tothebeneficiary's A/C within 72 hours from the time our Back Office in Dhaka receives Credit

Advice.Page 46 of 85

You may open NFCD Account in any of our Authorized Dealer (AD) Branches inBangladesh.You may also collect Forms from Bangladesh Missions abroad and send yourapplication to usfor opening NFCD Account. Facilities of NFCD Account: Your money will always be in foreign currency of your choice You can withdraw and transfer both interest and principal in foreign currency You will enjoy many privileges Government has declared for expatriate Bangladeshiswho send their money through banking channels You can also convert your foreign currency into TakaProbashi Remittance Card:

The Probashi Remittance Card is a prepaid card that provides customer immediateaccess totheir pay. The cardholder or beneficiaries can use the card at any Electro ways ATM orpayfor purchases at the point-of-sale, pay bills and transfer funds to their loved ones ! Likeotherprepaid payment products, the Probashi Card can be used every places where Electroways logosare accepted. The cardholders also can receive a monthly statement and can obtainaccountinformation at ATMs and POS terminals or by calling the customer care number. Instant payment No minimum balance requirement Can be used at any Electro ways enabled POS or ATMAccess to money anytime Balance inquiry facility available via ATMs and POSPage 47 of 85

24 hour call centre assistance (coming soon) SMS alerts every reload Monthly statements via email (coming soon) Easy process of replacement of lost cardUpon enrolment, the customer receives a Prepaid card from the banks which is workingwithRemittance program (Like; Probashi). The customer can either give standinginstructions fortransferring a fixed amount to his beneficiarys card every pay cycle or use the card totransferremittances to his beneficiary as and when he wants. The transactions made aredetailed onmonthly electronic or printed account statements.Page 48 of 85


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5.7 RemitONE Money Transfer Management Solutions(MTMS)

Agrani Bank engaged RemitONE to provide them with an end-to-end, web-basedmoney transfermanagement solution to address their business challenges.The RemitONE MTMS was delivered on time and met the demands. In addition, AgraniBank isvery pleased with the level of support they received from RemitONE.

Business BenefitsWith the RemitONE MTMS, Agrani Bank now offer a set of advanced, enhanced, rapidandsecure services to their customers, including:1. Enhanced customer experience due to the following impressive same day services: Spot Cash remittance for both account holders and non-account holders Instant SMS notifications after successful processing of transactions2. Improved remittance delivery options for remitters to choose from and to make iteasier for beneficiaries to collect their funds3. Significantly reduced processing costs due to automation of all remittance-relatedtasks4. Improved business process management due to business-critical informationbeinginstantly available to the right staff member at the right branch5. Empowered business users who can tend to a multitude of customers in a highlyeffective and efficient manner6. Rapidly increasing ROI through rapid execution of various remittance operations,tasksand activitiesPage 49 of 85

5.8 Future PlansAgrani Bank is actively working to become the foremost remittance provider in allBangladeshthrough effective market penetration. They plan to open more overseas exchangehouses inimportant locations and forge strategic alliances with major global remittance companiessendingmoney to Bangladesh.With 867 branches across the country and now an end-to-end, fast and reliable

technologysolutions by RemitONE, Agrani Bank are certainly placed well in the remittance industrytoachieve their business goals.Page 50 of 85

6.0 CustomersImportance & Level of Satisfaction:Customers importance and level of satisfaction at Agrani Bank shown briefly. Theresults are


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produced according to the various service quality dimensions. Each dimension consistsof itsown specific questions. The results of the survey are presented according to thesequestions thatwere asked to the respondents with the help of a structured questionnaire. The results

of thisstudy are as follows:

6.1 Reliability:Page 51 of 85

Chapter -6Customers Importance&Level of Satisfaction

Aspects relating to reliability dimension of service quality were asked in 3 differentquestions.These questions are as follows: Q1: Provides services within the time promised. Q2: Employees give appropriate solution to problems. Q3: Errors and mistakes correctly promptly.Q1: Provides services within the time promised.The respondents placed a high importance in this characteristic of the service. Themajority ofthe respondents are indifferent. 2% customers are highly satisfied, 20% customers aresatisfied

60% customers are indifferent as well as 18% customers are negative with thisstatement.Table 1: Provides services within the time promised.Satisfaction Score Satisfaction Percentage (%)

5 2%

4 20%

3 60%

2 18%

1 0%

Chart-1:Provides services

within the timepromised.Page 52 of 85

Q2:Employees give appropriate solution to problems.It is one of the most vital parts of the reliability. Customer always tries to get appropriatesolution to problem. The respondents placed a high importance in this characteristic ofthe


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service. The majority of the respondents are negative with this statement. 15%customers aresatisfied, 40% customers are indifferent and 45% customers are disagreeing with thisstatement.Table 2: Employees give appropriate solution to problems.

Page 53 of 85Satisfaction Score Satisfaction Percentage (%)

5 0%

4 15%

3 40%

2 45%

1 0%

Chart-2: Employees give appropriate solution to problems.Q3: Errors and mistakes correctly promptly.The respondents placed a high importance in this characteristic of the service. Themajority ofthe respondents are indifferent. 5% customers are highly satisfied, 25% customers aresatisfied40% customers are indifferent as well as 30% customers are negative with thisstatement.Table 3: Errors and mistakes correctly promptly.Satisfaction Score Satisfaction Percentage (%)

Page 54 of 85

5 5%

4 25%

3 40%

2 30%

1 0%

Chart-3: Errors and mistakes correctly promptly.6.2 Responsiveness:Three attributes were grouped in this dimension and the respondents were asked toexpress theiropinion. Results are various aspects are shown below: Q1: Employee gives you prompt service. Q2: Employees are always willing to help. Q3: Employee always searches for solution.Page 55 of 85

Q1: Employee gives you prompt service.An extremely high percentage of Satisfaction was given in this attribute of service. The

majorityof the respondents are satisfied. 2% customers are highly satisfied, 40% customers aresatisfiedwith this statement, 30% customers are indifferent as well as 28% customers arenegative withthis statement. The results are as follows:Table 4: Employee gives you prompt service.Satisfaction Score Satisfaction Percentage (%)


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5 2%

4 40%

3 30%

2 28%

1 0%

Page 56 of 85

Chart-4: Employee gives you prompt service.Q2: Employees are always willing to help.

A moderate importance was placed on this attribute of responsiveness dimension wherethesatisfaction percentage is high. Employees are always willing to help but their resourcesarelimited so they can not give higher percentage of satisfaction. The majority of therespondentsare satisfied. 10% customers are highly satisfied, 45% customers are satisfied with thisstatement, 25% customers are indifferent as well as 20% customers are negative withthisstatement. The results are as follows:Table 5: Employees are always willing to help.Satisfaction Score Satisfaction Percentage (%)

5 10%

4 40%

3 25%

2 20%

1 0%

Page 57 of 85

Chart-5: Employees are always willing to help.Q3: Employee always searches for solution.

Most of the respondents were in indifferent while expressing their satisfaction towardsthisaspect. The satisfaction percentages of this attribute were dissatisfactory. 35%customers aresatisfied, 40% customers are indifferent, 20% customers are disagreeing with thisstatement and5% customers are highly disagreeing with this statement.Table 6: Employee always searches for solution.Page 58 of 85

Satisfaction Score Satisfaction Percentage (%)5 0%

4 35%3 40%

2 20%

1 5%

Chart-6: Employee always searches for solution.

6.3 Assurance:Aspects relating to assurance dimension of service quality where asked three differentquestions.


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The results are as follows: Q1: Friendliness & Courtesy of the employees. Q2: You feel safe in your transactions with Agrani Bank.Q1: Friendliness & Courtesy of the EmployeeThis attribute was also found to be another one of the most important ones. In this

attributesatisfaction percentage is not much higher. 32% customers are satisfied, 40%customers areindifferent, 25% customers are disagreeing with this statement and 3% customers arehighlydisagreeing with this statement.Table 7: Friendliness & Courtesy of the employees.Page 59 of 85

Satisfaction Score Satisfaction Percentage (%)

5 0%

4 32%

3 40%

Chart-7: Friendliness & Courtesy of the employees.Q2: You feel safe in your transactions with Agrani Bank.Most of the respondents were in satisfied while expressing their satisfaction towards thisaspect.25% customers are highly satisfied, 45% customers are satisfied with this statement,35%customers are indifferent. Most of the respondents positive with this statement. Theresults areas follows:Table 8: You feel safe in your transactions with Agrani Bank.Page 60 of 85


5 25%

4 45%

3 30%

Chart-8: You feel safe in your transactions with Agrani Bank.

6.4 Care & Empathy3 attributes were grouped in the dimension and the respondents were asked to expresstheiropinions. Results of the various aspects are shown below: Q1: Agrani Bank gives attention to every individual Q2: Employees of Agrani Bank understands your specific needs Q3: Agrani Bank has your best interest at heartsPage 61 of 85

Q1: Agrani Bank gives attention to every individualMost of the respondents were in indifferent while expressing their satisfaction towardsthisaspect. In this attribute satisfaction percentage is not much higher. 20% customers aresatisfied,


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42% customers are indifferent, 30% customers are disagreeing with this statement and8%customers are highly disagreeing with this statement.Table 9: Agrani Bank gives attention to every individualChart-9: Agrani Bank gives attention to every individual

Q2: Employees of Agrani Bank understands your specific needsPage 62 of 85Satisfaction Score Satisfaction Percentage (%)

5 0%

4 20%

3 42%

2 30%

1 8%

Most of the respondents were in indifferent while expressing their satisfaction towardsthisaspect. In this attribute satisfaction percentage is not much higher. 25% customers aresatisfied,55% customers are indifferent, and 20% customers are disagreeing with this statement.Table 10: Employees of Agrani Bank understands your specific needsChart-10: Employees of Agrani Bank understands your specific needsQ3: Agrani Bank has your best interest at heartsPage 63 of 85


5 0%

4 25%

3 55%

2 20%

1 0%

This attribute was also found to be another one of the most important ones. In thisattributesatisfaction percentage is not much higher. 32% customers are satisfied, 48%customers areindifferent, 15% customers are disagreeing with this statement and 5% customers arehighlydisagreeing with this statement.Table 11: Agrani Bank has your best interest at heartsChart-11: Agrani Bank has your best interest at hearts

6.5 TangiblesPage 64 of 85

Satisfaction Score Satisfaction Percentage (%)5 0%

4 32%

3 48%

2 15%

1 5%

4 questions relating to the tangible dimension were asked to the respondents. Thesequestions


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covered various tangible aspects of the services provided by Agrani Bank. The resultsare shownbelow: Q1: Agrani Bank has visually appealing facilities Q2: Agrani Bank has convenient hours of operation

Q3: Statements are easily understood, reliable and accurate Q4: Agrani Bank has modern equipment and technology that better satisfy your needsQ1: Agrani Bank has visually appealing facilitiesMost of the respondents were in indifferent while expressing their satisfaction towardsthisaspect. In this attribute satisfaction percentage is not much higher. 25% customers aresatisfied,45% customers are indifferent, 22% customers are disagreeing with this statement and8%customers are highly disagreeing with this statement.Table 12: Agrani Bank has visually appealing facilitiesPage 65 of 85


5 0%

4 25%

3 45%

2 22%

1 8%

Chart-12: Agrani Bank has visually appealing facilitiesQ2: Agrani Bank has convenient hours of operationMost of the respondents were in satisfied while expressing their satisfaction towards thisaspect.44% customers are satisfied, 30% customers are indifferent and 26% customers aredisagreeingwith this statement. Most of the respondents positive with this statement. The resultsare asfollows:Table 13: Agrani Bank has convenient hours of operationPage 66 of 85


5 0%

4 44%

3 30%

2 26%

1 0%Chart-13: Agrani Bank has convenient hours of operationQ3: Statements are easily understood, reliable and accurateThis attribute was also found to be another one of the most important ones. In thisattributesatisfaction percentage is much higher. 10% customers are highly satisfied, 55%customers are


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or buying products from organization is different among the customers. This attributewas alsofound to be another one of the most important ones. In this attribute satisfactionpercentage is notmuch higher. 28% customers are satisfied, 52% customers are indifferent with this

statement and20% customers are disagreeing with this statement.Table 16: Agrani Bank has strong brand name and reputationPage 70 of 85


5 0%

4 28%

3 52%

2 20%

1 0%

Chart-16: Agrani Bank has strong brand name and reputationQ2: Quality of service is high that are provided by the personnelMore the qualified people the organization have more the efficiency and effectiveness intheservice provided by those personnel. Efficient and effective work reduces the lead timeofperforming job that will satisfy the customers. In this attribute satisfaction percentage isnotmuch higher. 15% customers are satisfied, 25% customers are indifferent with thisstatement,35% customers are disagreeing with this statement and 25% customers are highlydisagreeingwith this statement.Page 71 of 85

Table 17: Quality of service is high that are provided by the personnelChart-17: Quality of service is high that are provided by the personnelQ3: Agrani Bank has sufficient ATM boothsIn recent days ATM service has become vital for the customers and banks. The banksarewillingly to achieve competitive advantage through superior flexibility. In this attributesatisfaction percentage is not much higher. 20% customers are indifferent with thisstatement,35% customers are disagreeing with this statement and 45% customers are highlydisagreeing

with this statement.Table 18: Agrani Bank has sufficient ATM boothsPage 72 of 85


5 0%

4 15%

3 25%

2 35%


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1 25%


5 0%

4 15%

Chart- 18:Agrani Bank has sufficient ATM booths

Q4: Agrani Bank has suitable branch locationNumber of customers and superior service also depends on the number of branches.Convenienceof branches or the branches availability also influences the customer to get involvedwith thebank. 25% customers are highly satisfied, 45% customers are satisfied, 20% customersareindifferent with this statement, and 10% customers are disagreeing with this statement.Table 19: Agrani Bank has suitable branch locationPage 73 of 85


5 25%

4 45%

3 20%

Chart- 19:Agrani Bank has suitable branch locationQ5: Agrani Bank gives average bank service and facilitiesCustomers always compare the products and services of one organization with anothertofind out the best one. 15% customers are highly satisfied, 42% customers are satisfied,28%customers are indifferent with this statement and 20% customers are disagreeing withthisstatement.

Table 20: Agrani Bank gives average bank service and facilitiesPage 74 of 85


5 15%

4 42%

3 28%

Chart- 20:Agrani Bank gives average bank service and facilities

6.7 Findings from the observationBesides the formal questionnaire survey I have found out some important facts. Thosefacts wererevealed from the observation during the three months of period. Such facts reflex thecustomersexpectation regarding the service provided by the bank. Such facts are as follows: Though the ATM machines are latest in technology but every the customers arecomingup with complaints regarding the ATM booths are not available in different area.Page 75 of 85

Quality of service is the most important part of the Agrani Bank. But they do not givequality full service. So it is very necessary to improve their service quality.


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Agrani Bank does not use modern equipment and technology that better satisfycustomersneedsAgrani Bank does not give individual attention to the customer The customers have to pay charge to get second copy of bank statement. If it is for

lastsix months then the bank provides it instantly, but they seek for more than six months,statements are delivered on after two or three days. Most of the customers feel safe in transactions with Agrani Bank. So that it is one ofthemost vital or strong part for Agrani Bank.

Report Agrani Bank

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