All Chapter

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1.1Introduction
Generally by the word “Bank” we can easily understand that the financial institution
deals with money. A bank is an organization that offers various types of deposits account
to its customers and makes a variety of loans services. It also provides a wide range of
services like foreign trade financing, online banking, credit cards, debit cards, utility
service etc. Bank acts as an intermediary between the surplus sector and deficit sector
by supplying surplus money to the deficit sector for investments and financing. Mainly
bank is a commercial organization and commercial bank plays important role in the
economic development of the country. Banking can be considered the business that
really appreciates the value of building long-term relationships with customers. Banking
is like a blood running in a vein for the national economy of the country.
Sonali Bank Limited is one of most renowned government owned commercial bank in
Bangladesh which undertakes all types of banking transactions to support the
development of trade and commerce of the country. The management of the bank
constantly focuses on understanding and anticipating customers’ needs. The scenario of
banking business is changing day by day, so the bank’s responsibility is to device
strategy and new products to cope with the changing environment. Sonali Bank Limited
offers different types of corporate and personal banking services involving all segments
of the society within the purview of rules and regulations laid down by the central bank
and other regulatory authorities.
However, we studied on Customers’ Perception and Satisfaction of Service Quality of
Sonali Bank Limited. We try to prove actual or perceived customer expectation and
perception of the service offered by the Sonali Bank Limited. In the following, after a
brief review and discussion of the service quality we try to point out possible
recommendations for the improvement of service quality of Sonali Bank Limited.

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1.2 Objectives of the Study
It is said that “there is no objective; there is no way to do something”. The main objective
of the report is to know Customers’ Perception and Satisfaction of Service Quality of
Sonali Bank Limited and to provide some suggestions to improve its performance.
1.2.1 General Objective
The general objective of my study is to find out customers perception and satisfaction
of service quality towards Sonali Bank Limited and fulfill the internship program
requirements to complete the BBA program.
1.2.2 Specific Objectives
Specific objectives of this study are-
 To know customer-oriented banking activities/services rendered by the Sonali
Bank Limited, Custom House Branch, Dhaka.
 To identify strength, weakness, threats and opportunity and observe future
growth of prospect.
 To know the opinion of the customers regarding the existing services.
 To determine the subsequent progression or depression of the bank in terms
of services offered to customers.
 To know the employee-customer relationship.
 To identify the problems behind those activities and to suggest remedial
measures.

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1.3 Scope of the Study
The internship is fit for the word practice which gives the students greater scope for
being experienced and by which they could estimates themselves. As I have worked in
Sonali Bank Limited, Custom House Branch, Dhaka and tried to collect data and
information related to the topic of the study. This study has been prepared according to
the interviews of the customers of the bank, extensive survey and review of literatures.
The study covers the organizational structure, background, functions and the
performance of the bank. Though the scope of the study is limited to the Custom House
Branch, Dhaka only I think this study will have some benefits and will enrich knowledge
of mine.
1.4 Methodology of the Study
Generally, methodology is a way to systematically solve the research problem. But
methodology, in a broad sense, may be considered as a combination of various methods.
We have designed this study as an expletory research paper. Here we have discussed
about services quality of Sonali Bank Limited and critically analyze the banking
procedure with the standard one as per theoretical framework. For this purpose we use
my personal observation during my internship program. Through conversation and
questionnaire we gather knowledge Customers’ Perception and Satisfaction of Service
Quality. For theoretical framework, we go through a number of related books, financial
management books, business communication book, Bangladesh Bank guidelines. I have
used both primary and secondary data to collect the information. The overall process of
methodology followed in the study is explained further.
1.4.1 Selection of the topic
Supervisor assigned the topic of the study. Before the topic was assigned it was
thoroughly discussed so that, a well-organized internship study can be prepared.

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1.4.2 Sources of Data
To prepare this study we collect data from both primary and secondary Sources.
1.4.2.1 Primary Sources: The data, which is collected directly, is called primary data.
When searching in the field directly to collect data is called primary source of data. The
sources of my primary data are as follows-
 Practical desk work.
 Study of the relevant files as instructed by the officers.
 Face to face conversation with officers.
 Face to face conversation with the Customers.
 Facing some practical situation related with the banking activities.
1.4.2.2 Secondary Sources: Secondary data is the data which is collected by someone
other than the user. Secondary sources are very much important to conduct an efficient
study and to have faithful result. Different types of secondary data have been used in
complete of this study. These are:
 Annual Report of Sonali Bank Limited.
 Brochures.
 Websites.
 From Daily Newspapers
 Different books or journals.
1.4.3 Methods of Data Collection
1.4.3.1 Primary Data Collection: I have collected the primary data through following
two methods:
i. Observation method
ii. Questionnaire method
i. Observation method: It is the most widely used method. Under this
method, we observe things around us specially my related field. We have
observed many of the activities of the services oriented queries of the
valued customers in the Branch.
ii. Questionnaire method: Questionnaire method is widely used also to collect
data. The real data is collected through questionnaire method. With the

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purpose of collecting data, a questionnaire was prepared according to the
direction of my supervisor about “The Customers’ Perception and
Satisfaction of Service Quality of Sonali Bank Limited: A Case Study on
Custom House Branch, Dhaka”. I prepared my questionnaire with close
ended questions. The questionnaire is given at the end of the paper.
1.4.3.2 Secondary Data Collection: When an investigator uses the data which has
already been collected by others, such sources or data are called secondary sources or
data. We have collected some secondary information which is already published by the
bank authority. We have collected secondary information from various annual reports,
Statistical report, Books, magazine and papers of Sonali Bank Limited.
1.4.4 Sampling Plan
Sampling is a procedure that uses a small number of units of a given population as a
basis for drawing conclusions about the whole population. Sampling is necessary
because it would be practically impossible to conduct a research to measure
characteristics of all elements of a population. The two major sampling methods are
probability and non-probability sampling. The nonprobability sampling techniques
include convenience sampling, judgment sampling, quota sampling and snowball
sampling. On the other hand probability sampling methods are random sampling,
systematic sampling, stratified sampling and cluster sampling.
1.4.5 Sampling Element
Individual customer of Sonali Bank Limited, Custom House Branch, Dhaka. The choice
has been dictated by the availability of permission from bank authority.
1.4.6 Sampling Procedure
Among these two types of sampling method we selected probability sampling method
for my internship study because every customer comes to the Custom House Branch,
Dhaka to take services had equal chance to be selected as a sample and answering to the
questions of my questionnaire. Under probability sampling method we selected simple
random sampling by selecting the respondents randomly.

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1.4.7 Sample size
To complete my internship research study on Customers’ Perception towards Sonali
Bank Limited, Custom House Branch, Dhaka, we took 45 respondents from different
type of customers who come to the Custom House Branch, Dhaka to obtain different
services of Sonali Bank Limited. They answered all the questions of my questionnaire.
The reason behind taking 45 people was time limitation and limitations like many
customers were illiterate so we could not take more respondents for my study. At first
we had to make them understand why I was asking these questions to them and then
they agreed to answer the questions. So it was time consuming for me to carry out the
survey.
1.4.8 Method of Analyzing Data
We have collected data from Sonali Bank Limited, Custom House Branch. After
collecting all data we analyzed the data individually. We presented the data through
graph, chart, table etc. Based on analysis we made findings, limitations,
recommendations and conclusion.
1.4.9 Findings of the Study
The collected data were analyzed well and were pointed out and shown as findings at
the end.
1.4.10 Final Report Preparation
The final report is prepared after some valuable suggestions and recommendations given
by my honorable supervisor.

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1.7 Limitations of the Study
During groundwork of this study some obstacles came across, which could be termed as
the limitation of the project. Though we have received co-operation from the concerning
body but most of the time they were busy with their work that’s why we did not get so
many time, as we would like to have. These reasons did not allow this study to go in
depth of issues hence several parts of the study is not concentrated. Therefore the
limitations that were faced:
 Information unavailability due to confidentiality.
 Short time span.
 Had limited access to other related department during my working period.
 Lack of experience.
 Lack of Sophisticated Knowledge.
 Unavailability and inefficiency to input secondary data.
 Lack of co-operations.
 Limitations of Respondent.
 Unavailability to required published documents.

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Organizational Overview of
Sonali Bank Limited

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2.1 Historical Background of Sonali Bank Limited
Sonali Bank Ltd. is the largest commercial Bank of Bangladesh. The history of bank is
very old. At the old age bank was solely meant of monetary security. But during the
sequence of time banking concept has been changed and developed. Modern banking is
vital area of government or people. Sonali Bank Ltd. was established with sum of noble
objectives.
The National Bank of Pakistan, the Bank of Bhawalpur Ltd. and the Premier Bank Ltd.
jointly declared Sonali Bank by the ordinance of the President of Bangladesh after
liberation war 1971. By the same ordinance Agrani Bank Ltd., Janata Bank Ltd., and
Rupali Bank Ltd. were also established. At present Sonali Bank has converted as a
limited company on 15 November, 2007 taking over all assets, liabilities and business
of Sonali Bank. Now a day Branches of Sonali Bank Ltd. have almost everywhere of
the country. Sonali Bank Ltd. is running its activities through 1204 Branches including
two foreign Branches.
Sonali Bank Limited is governed by a Board of Directors consisting of 12(eleven)
members. The Bank is headed by the Managing Director & Chief Executive Officer,
who is a well-known Banker and a reputed professional. The corporate head quarter of
the bank is located at Motijheel, Dhaka, Bangladesh, the main commercial center of the
capital.
2.2 Vision of Sonali Bank Limited
Socially committed leading banking institution with global presence.
2.3 Mission of Sonali Bank Limited
Dedicated to extend a whole range of quality products that support divergent needs of
people aiming at enriching their lives, creating value for the stakeholders and
contributing towards socio-economic development of the country.
2.4 Our Corporate Slogan Limited
“Your trusted partner in innovating banking”.

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2.5 Values of Sonali Bank Limited
2.5.1 Service First:
For Sonali Bank Limited “Service First” is not just an abstraction; it really does mean
it. It holds a prime and central focus in the Banks’ operation. It believes discharge of
quick and quality service is the hallmark for banking standard.
2.5.2 Easier Banking:
Sonali Bank Limited has made day-to-day banking easier than ever through state of the
art facilities. The Bank tends to create a friendly atmosphere for the customers to feel
free and go easy with banking. Sonali Bank Limited divides its clientage into least
possible individuals to impart the best attention and its tailor made services to meet
special needs.
2.5.3 Better Relationship:
Sonali Bank Limited has created a good understanding with the customers while
carrying out business transactions, help the Bank perceives their goals and thus, enable
the Bank to respond pro-actively to their financial needs.
2.5.4 Assured Confidentiality:
Since The Sonali Bank Limited has deals in business in the form of financial loss or
gain, its solemn promise remains intact with interest of its clients so much so that all
banking transactions are done in a confidential and professional manner.
2.5.5 Good Corporate Governance:
The dynamic Board of Directors of the Sonali Bank Limited has hails from different
disciplines of business and industry at home and abroad. They are well respected in the
society for their contribution. The Bank is equipped with a highly competent
management team who has long experience in domestic and international banking. The
Bank upholds and strictly abides by good corporate governance practices and is subject
to the regulatory supervision of Bangladesh Bank.

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2.6 Strategies of Sonali Bank Limited
2.6.1 Be Pro-Active:
Sonali Bank Limited makes conscious endeavor to elevate the life and activities. There
is no place for fun in Reactive Management. The Bank learns to anticipate and act.
2.6.2 Begin with the End in Mind:
The every action of The Sonali Bank Limited corresponds to its goal. The Bank sets its
goal from what lies behind and beyond it and what lies within it. Sonali Bank Limited
begins in earnest to finish in time to pursue that goal.
2.6.3 Put First Things First:
Sonali Bank Limited makes a choice for things that make an upbeat difference. Things
that matter most are not put at the mercy of things that matter least.
2.6.4 Think Win-Win:
Win-win is a frame of mind and heart that constantly seeks mutual benefit an all human
interactions. In this philosophy, The Sonali Bank Limited wants to see all parties an
optimistic winner. A forward looking planning helps the Bank to engage in a win-win
relationship.
2.6.5 Seek First to Understand and Then Be Understood:
The Bank prizes its ability to communicate over all other values. Most of the time, Sonali
Bank Limited patiently hears people more than it is heard. It seeks first to understand
how the Bank is expected- then it positions itself as befittingly as it can.
2.6.6 Synergy:
The effect of a combined whole is always greater than the sum of individual parts. The
relationship which the parts have to each other is a part in itself. Sonali Bank Limited
believes, every part is important and each can contribute. The Bank works together with
others to build a team work that result in a better success.
2.6.7 Care and Share Alike for The Society:
Sonali Bank Limited cares for the feelings, needs and experience of the society and
shares its interests equally. It is an honor, duty and privilege for the Bank to be able to
serve the nation in more ways than just providing banking services.

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2.7 Objectives of Sonali Bank Limited
The main objective of the bank is to provide all types of banking services at the door
steps of the people. The bank participates in various social and development programs
and also takes part in implementation of various policies and promises made by the
government. Some other important objectives of Sonali Bank are as follows:
 To collect the deposit.
 To secure deposit.
 To inspire savings.
 To control loan.
 To expand of trade and commerce.
 To helps in industrialization.
 To increase the capital formation.
 To provide the customers service.
 To earn profit.
2.8 Functions of Sonali Bank Limited
Main functions of Sonali Banks are:-
 Receiving of money on deposits.
 Conducting cash transaction of customers who have current accounts.
 Attending bills of exchange and draft of customers.
 Sanction of loan.
 Providing other services to the customer's:
 Transfer of money
 Collection of receipts.
 Collecting interest dividends, rents, pension etc.
 Act as an advisor.

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2.9 Corporate Profile of Sonali Bank Limited
Figure-1: Corporate profile
Source: Sonali Bank’s website
Corporate Profile (As on 31-03-2014)
Name of the Company : Sonali Bank Limited
Chairman : Dr. A.H.M. Habibur Rahman
CEO and Managing Director : Pradip Kumar Dutta
Company Secretary : A.K.M Sajedur Rahman Khan
Legal Status : Public Limited Company
Genesis :
Emarged as Nationalised Commercial Bank in 1972,
following the Bangladesh Bank (Nationlisation) Order No.
1972(PO No.26 of 1972)
Date of Incorporation : 03 June, 2007
Date of Vendor's Agreement : 15 November, 2007
Registered Office : 35-42, 44 Motijheel Commercial Area, Dhaka, Bangladesh
Authorised Capital : Taka 2000.00 core
Paid-up Capital : Taka 1125.00 core
Number of Employee : 21,168
Number of Branches : 1204
Phone-PABX : 9550426-31, 33, 34, 9552924
FAX : 88-02-9561410, 9552007
SWIFT : BSONBDDH
Website : www.sonalibank.com.bd
E-mail : itd@sonalibank.com.bd
Logo :

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2.10 Some notable features of Sonali Bank Limited
Figure-2: Notable Features
Capital Structure:
Authorized Capital : Tk. 2000.00 Core
Paid up Capital : Tk. 1125.00 Core
Branches & Subsidiaries:
1 Total No of Branches 1204
a. No of Foreign branches 2
b. No of Local branches 1202
i) No of Rural Branches 860
ii) No of Urban Branches 342
2 No of Regional Offices 19
3 No of Principal Offices 42
4 No of G.M. Offices 10
Subsidiaries : 02
1. Sonali Exchange Company Incorporated (SECI) having 09 (nine) branches in USA
2. Sonali Investment Limited (Merchant Banking) having 4 (four) branches at Motijheel,
Paltan, Uttara, Mirpur in Dhaka, Bangladesh.
Associates : 01
1. Sonali Bank (UK) Limited having 6 (six) branches in UK.
Representative Office: 03
1(one) in Jeddah, KSA; 1 (one) in Riyadh, KSA and 1 (one) in Kuwait.
Islami Banking Windows: 05
Correspondent : 686
1. Bank 631
2. Exchange House 55

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2.11 Organogram of Sonali Bank Limited
Figure-3: Organogram of SBL

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2.12 Management Hierarchy of Sonali Bank Limited
Figure-4: Management Hierarchy
Chairman
↓
Board of Directors (BOD)
↓
Managing Directors (MD)
↓
Deputy Managing Directors (DMD)
↓
General Manager (GM)
↓
Deputy General Manager (DGM)
↓
Assistant General Manager (AGM)
↓
Senior Executive Officer (SEO)
↓
Executive Officer (EO)
↓
Officer

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2.13 Social Responsibility and Sustainability of SBL
SBL takes social responsibility and sustainability issues with high regard. It has
established and implemented standard business practices for optimizing and managing
its resources effectively. It employs best practices and resource management methods to
ensure carbon footprint reductions and resource efficiency. Its Sustainability Policy
emphasizes on commitment to protect the environment, of which SBL is part, and to
make continuous efforts to implement procedures and systems that complement the
global drive for environmental sustainability. Through our 'go green' measures, we build
smarter, greener solutions for our clients that enable them to conserve resources while
achieving their business objectives.
2.14 Core Businesses of Sonali Bank Limited
These are followings:
1 Corporate Banking 9 Loan Syndication
2 Project Finance 10 Consumer Credit
3 SME Finance 11 International Trade
4 Trade Finance 12 Foreign Exchange Dealing
5 Rural and Micro credit 13 NGO-Linkage Loan
6 Investment 14 Government Treasury
7 Function 15 Remittance
8 Money Market Operation 16 Capital Market Operation
2.15 Other Businesses
1 Government Treasury Bonds 4 Utility Bills Collection
2 Locker Service 5 Ancillary Services
3 A.T.M. Card 5 Merchant Banking

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2.16 Islamic Banking of Sonali Bank Limited
Deposit Products Investment Products
Al-Wadeeah Current Account (AWCA) Bai-Murabaha
Mudaraba Savings Account (MSA) Bai-Muajjal
Mudaraba Special Notice Deposit Account Bai-Salam
Mudaraba Term Deposit Account
(MTDA)
Bai-Istisna
Mudaraba Hajj saving Account (MHSA) Hire Purchase Under Shirkatul Melk
2.17 Interest Rate of Deposits and Schemes of Sonali Bank Limited
General Deposit Sonali Bank Limited
Sl. No. Description Rate
(01.07.2014)
1. Savings Deposit:
a) Urban Area 5.00%
b) Rural Area 5.00%
c) Foreign Remittance 5.00% 5.00%
5.00% 5.00%
d) School Banking Schemes (SBS) 6.00%
2. Special Notice Deposit (SND)
a) Less than 1 crore 5.00%
b) 1 Crore and Above but less than 25 crore 5.00%
c) 25 Crore and Above but less than 50 crore 5.00%
d) 50 Crore and Above but less than 100 crore 5.00%
e) 100 Crore and above 5.00%
3. Fixed Deposit ( FDR )
a) 1 month and above but less than 2 months -
b) 2 month and above but less than 3 months -
c) 3 month and above but less than 6 months 8.00%
d) 6 month and above but less than 1 year 8.50%

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e)1 year and above but less than 2 year
f) 2 year and above but not over 3 year
9.00%
9.50%
Special Schemes of Deposit of SBL
Sl. No. Name of Scheme Term Rate
1. Sonali Deposit Scheme (SDS) 5 Years 8.50%
2. Education Deposit Scheme (EDS) 10 Years 8.00%
3. Medical Deposit Scheme (MDS) 10 Years 8.00%
4. Rural Deposit Scheme (RDS) 7 Years 9.00% (
Simple)
5. Marriage Savings Scheme (MSS) 10 Years 8.50%
6. Monthly Earning Scheme (MES) 3 Years 9.00%
5 Years 10.00%
7. Double Benefit Schemes (DBS) 7 Years 10.79%
8. Sonali Bank Daily Product (SBDP) 5 Years 5.00%
9. Non Resident Deposit Schemes
(NRDS)
5 Years 10.00%(simple)
10. Aboshar Sanchoy Prokalpo 3 Years 11.00%(simple)
11. Sonali Bank Retired Savings Schemes
(SBRSS)
3-5 Years 13.00%(simple)
6-15 Years 14.00%(simple)
12. Sonali Bank Millionaire Schemes (SBMS) – 10 lac on maturity
Term 3 Years 4 Years 5 Years 6 Years 7 Years 8 Years
Amount
(Tk.)
24250.00 17380.00 13280.00 10570.00 8640.00 7210.00
Term 9 Years 10 Years 12 Years 15 Years 20Years 10.00%
Amount
(Tk.)
6135.00 5235.00 3950.00 2710.00 1555.00
Table-01: Interest Rate of Deposits and Schemes
Source: Product manual Sonali Bank Limited

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2.18 Responsibility of Sonali Bank Limited
The Bank generally collects profits through different customer services and to achieve
these successes it had to maintain many formalities and responsibilities, which are as
follows -
 The bank checks the following terms A, B, C, D when any cheque is submitted:
a) Amount of the cheque
b) Balance of the customer account
c) Cheque series
d) Date of presentation.
 To retain the secrecy of the customer account.
 Collects and pays if any cheques or bills are submitted.
 Acts as a representative if any customer opens a Letter of Credit (LC).
 Supplies cheque-book, pass-book, statements (like – financial worthiness
certificate) according to the customer needs.
2.19 Rights of Sonali Bank Limited
The bank also possess various rights with which it acts for its own interests, which
are given below -
 To impose lien (particular lien and general lien) upon the properties of the
loanee:
i. Particular lien – When any particular property is kept under the possession of bank
against any particular loan
ii. General lien - Any kinds of properties that are kept against any kinds of loan.
 The bank had the right to Set-off.
 Had the right of Appropriation.
 Right of assigning any property against any loan.
2.20 Major Competitors of Sonali Bank Limited
 Janata Bank Limited
 Agrani Bank Limited
 Rupali Bank Limited

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2.21 Profile of the Custom House Branch
Custom House Branch of Sonali Bank Limited is situated at Kurmitola, Dhaka. All
kinds of financial transactions of Sonali Bank Limited are performed by this branch.
It mainly provides facilities to the customer of Custom House area. There are 24
employees at Custom House Branch of Sonali Bank Limited.
Establishment date: 16 May 1988
Address: Custome House Branch
Kurmitola, Dhaka-1000
+880-171-1718019915, 88-02-8911693, 8954919
2.21.1 Organizational structure of Custom House Branch
Figure-5: Organizational structure of Custom House Branch
Source: Employee Register Book of Custom House Branch
Manager (SEO)
Senior Officer
Officer
Officer Cash
Junior Officer
Assistant Officer Grade-1
Supporting Subordinate

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2.21.2 Services Provided by Custom House Branch
The main objective of the bank is to provide all types of banking services at the doorsteps
of the people. Keeping balance with this objective Sonali Bank Ltd., Custom House
Branch provides various types of banking services. The main services provided by
Custom House Branch are stated in a nutshell:
A. Account Opening Section:
 Procedure for opening current deposit A/C
 Procedures of openings a savings deposit (SD) A/C
B. Deposit Section:
 Demand Deposit:
a) Current Deposit, b) Call Deposit.
 Savings deposits A/C
 Fixed deposits A/C
 Short term deposits A/C
 Deposit pension scheme (DPS) A/C
 Sonali Bank special deposit and pension scheme (SDPS) A/C
C. Remittance Section:
 Demand draft (DD)
 Mail transfer ( MT)
 Telegraphic transfer (TT)
 Payment order (PO)
D. Loan and Advance Section:
 Small Loan (S.L)
 Cash Credit (C.C)
 Over Draft (O.D)
E. Cash Section:
 Cash payment to customers.
 Cash receive from the customers.

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F. Other Services:
 Government Treasury Bonds
 Utility Bills Collection
 Ancillary Services
 Merchant Banking
2. 21.3 Features of Different Services
The Bank is basically a service-oriented organization, which bears a supplementary
objective of making profit. All the departments in the branch of the bank are always
committed to propel the effort of achieving these objectives. It is also the starting point
of all the banking operations. It is the organization, which provides day-to-day services
to the customers. Main functions of general banking department are the followings:
A. Account Opening Section
By opening of an account a person becomes a customer of a bank. It is a legal contract
between the bank and the customer. An account opening form is the contractual
document. It is the legal basis of banker-customer relationship. The rules and regulations
for opening of an account vary from customer to customer.
i) Account Opening Process:
Various types of bank accounts are opened by the Sonali Bank Limited, Custom
House Branch, Dhaka. Such as-
i. Current Account
ii. Savings Account
iii. DPS Account
iv. SDPS Account
v. Fixed Deposit Account etc.
We have gathered practical knowledge about opening of bank A/C ans taught how
current deposit (C.D A/C) and saving deposit (S.D A/C) are opened.

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a. Procedure for opening current deposit A/C:
To open a current deposit account, an individual have to carry out the following
procedures:
 At first he has to collect a prescribed application form from the bank.
 Submit the duly completed form with necessary papers and application to the
concerned officer.
 Individual will put at least three specimen signature in the signature card
supplied by the bank and give two recent passport size 4 photographs of him
attested by the introducer and one of his nominee attested by him.
 The applicant signature should be identified by an introducer who has CD
account with the respective branch.
 Application form and signature card will be duly verified by a competent officer.
 To open account a minimum amount of Tk.1000 must be deposited.
Once these formalities are carried out in appropriate manner, an account number is
posted against the application. Then a cheque book is issued in favor of the applicant
and he is considered as a valid account holder of the bank.
In case of joint account, the applicant must furnish the following papers and
information:
 Name of the parties who will operate the account and sign the cheque.
 At the event of death either or any of the account holders how the balance will
be paid to whom the securities (if any) will be delivered. The documentary
requirements are almost the same as individual accounts. Account opening form
and the social instructions must be signed by all the joint account holders to
signify their consent.
 If the client is a partnership company the company has to submit partnership
deed to the bank.
 If the applicant is a sole proprietorship business, the client has to submit trade
license collected from the appropriate authority and seal of the institution.
 If the client is a private or public limited company, the company has to submit
Memorandum of Association (MOA), Article of Association (AOA) and other
necessary documents. Name and specimen signature of the people who are
authority.

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b. Procedures of openings a savings deposit (SD) A/C:
The procedures of opening a SD account are almost same as the CD account. Some
of the rules and regulations regarding to operate a SD account are mentioned below:
 Only savings account holder or a CD account holder of the respective branch
can be introducer of the applicant of opening SD account.
 Two copies of recent passport size Photographs of the applicant should be
attested by the introducer. In this case the introducer mentions his or her
account number.
 The applicant should require to be deposited Tk. 200 to open this account.
 If the client is private or public limited company, the people authorized to open and
operate the account should put joint signature where it is necessary.
ii. Special Type of Account Holders:
A contractual relationship is created between the banker and customer by opening
an account. Basically person whose age is 18 years or more can be competent to
open an account with the bank. But there are some special types of account holder
specified below:
a) Minor
According to the law of Bangladesh a person who has not completed 18 years of age
is a minor. A minor is not capable of entering into a valid contract. A minor can’t
open any account or operate it until he completes 18 years. The bank records the
date of birth of the minor while opening an account. A banker should be careful in
dealing with a minor. If an overdraft or advance is granted to a minor even by
mistake or unintentionally, the banker has no legal remedy to recover the amount
from the minor.
b) Illiterate person
Illiterate person cannot sign his name and hence the banker takes their thumb
impression as a substitute for signature and also a copy of their recent photograph.
An approved witness should attend the application form and the photograph.

27
c) Blind person
A blind person can open account and the procedure would be the same as illiterate
person. In both cases, the terms and conditions of opening account should have to
be read infant of then and if they agree with it only then the account can be opened.
d) Deaf and Dumb
Deaf and Dumb can open account but the respective banker should have to become
careful about the background and character of the person.
e) Mad and Lunatic
Mad and Lunatic person can’t open a bank account.
iii. Closing of bank account:
The relationship between a banker and his customer is a contractual one and may be
terminated by either of them by giving notice of his intention to the other person.
The rights and obligation of a banker in this regard is as follows:
i) Account Closing Procedure:
In order to close an account the holder has to place a written application to the bank.
After receiving the application the bank will deduct service charge at an amount
necessary for the respective account as closing fee from the balance and rest of the
money is given to the account holder.
ii) When Bank Close an Account
The relationship between bank and his customer is a contractual one and may be
terminated by either of them. Bank closes an account in the following situations:
 If a customer places written application to the bank to close his account.
 If the customer does not properly follow the rules and regulations
necessary to operate his/her account.
 If the bank is notified the message of death of customer.
 If the bank receives a notice regarding the insanity of his customer.
 If the Bank receives a garnishee order from court.
 Others.

28
B. Deposit Section
Now a day, it is very risky for people to carry cash in hand and keep money in the house.
So, these people can be safe by keeping their money with the bank. Sonali Bank Limited,
Custom House Branch, Dhaka mobilizes deposit through the following accounts.
i. Demand deposit
a) Current Deposit Account:
Current account is the most suitable for private, individuals, traders, merchants, importer
and exporters, mill and factory owners etc. For opening of a current account minimum
deposit of Tk. 1000 is required along with introductory reference. No interest is given
to the current deposit account. The person or institutions who need frequently to deposit
or withdraw money are the users of current deposit A/C. In this case the accounts holder
can withdraw his or her money as many times as he or she needs in a working day
without giving any notice to the bank. Normally bank cannot invest current deposit,
because bank has to pay the deposited amount on demand. Bank gives overdraft facilities
to these account holders. Two types of current A/C are maintained by this branch i.e.
Personal and Institutional.
b) Call Deposit A/C:
Tender money is deposited in this account. In order to participate in tender invited by
any private or public institution, the participants have to deposit a particular amount of
money as security. The tender inviting institution receives tender money under this
account through bank. The bank does not pay interest on this account. The deposited
amount in this account remains up to opening of tender. After opening of tender, the
tender inviting institution can withdraw fund from this account, at any time.
ii. Saving Account
The saving account is primarily for small-scale savers. This account is opened for the
individual customer. Sonali Bank Limited, Custom House Branch provides interest rate
5% per annum on this account. In this A/C, the customer can deposit money as many
times he/she wants. But the A/c holder cannot withdraw his/her deposited money
frequently. In this case he/she has to follow some stipulated rules and regulations in
drawing money. The customer can withdraw his or her money twice in a week.

29
General Characteristics:
 As per Bangladesh Bank instruction 90% of saving deposits are treated as time liability
and 10% of it as demand liability.
 The highest limit of withdrawing money is Tk. 100,000 at a time.
 Interest is paid on this account. Sonali Bank Ltd. offers 5% rate of interest for Saving
A/C.
 If any customer/account holders wish to withdraw money more than Tk. 100,000 in a
week, a written notice has to be given before 7 days to the bank.
 Generally, Banks require a 7-day prior notice if the total amount of one or more
withdrawals on any date exceeds 25% of the balance of the account.
 If any customer/account holder withdraws money more than twice in a week and more
than 25% of total balance in a cheque, the bank does not pay interest in that respective
month
 Generally householders, individuals and other small-scale savers are the clients of this
account.
 The customer can withdraw his or her money twice in a week
 Minimum Balance of Tk. 200 is to be maintained.
 Interest will be counted on the minimum balance from the date 1-6 of a month.
iii. STD Account (Short Term Deposit)
This type of account is opened for short period of time and its interest rate is less than
fixed deposit. The minimum initial deposit of STD accounts is TK. 100. This account is
operated like the current accounts. Generally it is operated by Govt. and autonomous
institutions. They deposited for the period ranging from 7 days to 89 days. This types of
liabilities are payable by Bank a special notice of at least 7 days or after specified period
of time. Its interest rate is approximately 5%- 6.5%.
 Customers deposit money for a shorter period of time.
 STD account can be treated as semi-term deposit.
 STD should be kept for at least seven days to get interest.
 The interest offered for STD is less than that of fixed deposit.
 Frequent withdrawal is discouraged and requires prior notice.

30
iv. Fixed Deposit Account
Fixed deposits are the deposits in which an amount of cash is deposited in the Bank for
a fixed period specified in advance. These deposits are time deposits. Normally the
money on a fixed deposit is not repayable before the maturity date of a fixed period. At
the time of opening the deposit account, the banker issues a receipt acknowledging the
receipt of money on deposit account. It is popularly known as FDR. If any depositor
wishes to withdraw his/her money before maturity he/she is allowed to do so, but interest
will be given according to the prescribed rate for that term.
 This account is opened for a fixed period of time.
 At the time of opening the deposit account, the banker issues a receipt acknowledging
the receipt of money on deposit. The receipt is called fixed deposit receipt (FDR). It is
the most transferable.
 Interest rate on fixed deposit is usually higher than other deposit.
 This type of account is very popular to the fixed income earners.
 Sonali Bank Ltd., Motihar Branch, Rajshahi, maintains different terms of deposit and
pays various interest rates with the variation of time.
 The minimum time is 1 month now and maximum three years. A fixed deposit account
holder has to deposit his/her money with the bank at a time and the deposit is withdrawn
at the end of maturity.
 This instrument is also accepted as primary security or collateral security against any
advance or loan of the bank.

31
Sonali Bank Limited pays the following interest rates on Fixed Deposit Account:
Table- 02: Interest Rate of fixed deposits
Duration Rate of interest
a) 1 month or more but less than 2 months Not Applicable
b) 2 months or more but less than 3 months Not Applicable
c) 3 months or more but less than 6 months 8.50%
d) 6 months or more but less than 1 year 9.50%
e) 1 year or more but less than 2 years 10%
f) 2 years or more but maximum 3 years 10.50%
Source: Product manual of Sonali Bank Limited
Deposit pension scheme (DPS)
Deposit pension scheme is one kind of time deposit which was introduced in 1983.
According to this scheme an account holder required to deposit a fixed amount of Tk.
100 and Tk. 500 per month for a period of 10 years and 20 years respectively. Interest
rate on the invested amount is compounded at the rate of 15% annually and money can
be withdrawn at a time or installment basis after maturity. After 28th February 1999
bank has stopped to take such type of deposit by the order of Bangladesh Bank.
Sonali Bank Special Deposit and Pension Scheme (SDPS)
SDPS was started in the year 1996. Since DPS program has been closed by the Govt.
order, Sonali Bank arranges SDPS to facilitate the fixed earners. Its interest rate was
12% for 10 years deposit and 10% for 5 years deposit. Money can be withdrawn at a
time or installment basis after maturity. If any customer fails to deposit his installment
through a year then the contract will be invalid and he will get interest as like as savings
deposit. In the year of 2000 SDPS was stopped.

32
Additional Deposit Scheme:
Now Sonali Bank Limited, Custom House Branch, Dhaka operates some exclusive
Deposit Scheme as time deposit, they are as under:
Table-03: Additional deposit scheme
Types of deposit Scheme Periods Interest Rate
Sonali Deposit Scheme (SDS) 5 years 8.50%
10 years 8%
Medical Deposit Scheme(MDS) 10 years 8%
Educational Deposit Scheme(EDS) 10 years 8%
Source: Product manual of Sonali Bank Limited
Bills and Remittance Section
Remittances of funds are one of the most important aspects of commercial banks in
rendering services to its customers. Among various services rendered by a commercial
bank to its customers, remittance facilities are very well known and popular. The word
remittance means sending of money from one place to another through post and
telegraph. Bank expands this from one branch and making arrangement for payment to
another branch within the country. In general there are two types of bank remittance:
 Inward remittance
 Outward remittance
Bank takes the risk and ensures payment to the beneficiary by charging the customer
commission. Sonali Bank Ltd., Custom House Branch gives its customers the
opportunity of different kinds to billing and to remit fund from one place to another. The
instruments which are used to send remittance and billing are D.D, T.T, M.T and Pay
order etc.
Demand Draft:
DD is the most popular and widely used instrument of remitting fund. It is an order to
pay money drawn by one branch of a bank upon another branch of same bank for a
particular amount of money which is payable to order and demand. Bank issues a paper

33
called demand draft to the sender of money for a certain amount of money. Then the
sender can send the DD by post or it is submitted to a bank, the bank has to pay for that
DD on demand. By cheque the party can withdraw the money.
Procedures of remitting money through DD:
The procedures of remitting money through DD are stated briefly in below-
 At first, the sender of money is advised to fill up a form and deposit the cash.
The form is usually called DD application form or credit voucher.
 The sender of money fills up the voucher appropriately and places it with cash
before the officer at cash receipt section.
 After receiving the voucher and cash, the officer counts the money and charges
a fee as commission. After that, the voucher is sent to the concerned officer of
remittance section.
 Here the officer prepares a paper instrument called “Demand Draft (DD)” and
enters the amount in the draft issue register.
 Draft book and DD along with the register are then sent to the officer in charge
for checking. If everything is all right, the officer signs the DD and voucher and
keeps the register and counter foil of the DD.
 After that the DD is issued and the same is given to the sender of money. At this
stage he can send the DD to the receiver branch by post or any other ways,
 After issuing the DD and handing over it to the sender of money, the DD issuing
branch sends an advice to the receiver branch about DD.
 Finally, the DD receiver branch makes payment to the bearer of DD. i.e. payee
after completing the necessary formalities.
Charge for DD:
The commission for DD is Tk. 20.00 up to Tk. 20,000.00 and Tk. 1 for every thousand
above Tk. 20,000.00 and VAT is 15% of the commission. The postage charge is the
actual amount or minimum Tk. 20.00. The cancellation charge of DD is Tk. 20.00 up to
Tk. 1000.00 and Tk. 30.00 above Tk. 1000.00.
Mail Transfer (MT):
Mail Transfer is another widely used instrument of remitting fund from one branch of a
bank to another branch of the same bank. MT is nearly same as DD. But in this system

34
the customer is not provided any paper but a receipt. The bank sends the MT paper under
its own responsibility to the respective branch.
Procedures of r emitting money through MT:
The procedures of remitting money through MT are almost same as the procedures of
remitting fund through DD. But there are some exceptions in this system-
 In case of MT, the sender of money is not provided with the MT paper but a receipt.
The branch sends the MT paper under its own responsibility by mail to the MT receiving
branch.
 The MT issuing branch has to send a secret message i.e. Test to the MT receiving
branch. It is must for any amount of money. Here the amount of money, issuing date
and other particulates are mentioned. To maintain the secrecy of the message sent, the
issuing branch codes the message by a particular number consisting of different digits.
 After receiving the message, the paying branch decodes it by using the predetermined
techniques. This process is called test. If everything is all right, the paying branch makes
payment to the payee.
Charge for MT:
The commission for MT is Tk. 20 up to for 20000 and Tk. 1 for every thousand above
Tk. 20,000 and VAT 15% of the commission. The postal charge is Tk. 20 for every MT
issue and any amount of money. The cancellation charge of MT is Tk. 20.00 up to Tk.
1000.00 and Tk. 30.00 above Tk. 1000.00.
Telegraphic Transfer (TT):
Telegraphic transfer is quicker than a transfer of amount by DD. TT is the most rapid
and convening but expensive method. Telephone, Telex, Fax are different modes of TT.
If an applicant wants to remit the amount urgently to the payee of another city or district,
he/she may request the banker to send it by TT. The branch generally recovers the telex
charge in additional to usual service charges.
Procedures of remitting money through TT:
 The primary formalities that have to be maintained to remit money through TT
are same as DD and MT.

35
 In case of TT, no paper instrument is sent to the paying branch. Rather the TT
issuing branch sends a TT advice through telephone, telegraph, Fax or telex to
the paying branch. In sending message, the branch keeps necessary secrecy.
 Side by side, the TT issuing branch sends an advice to the head office of the
bank.
 After receiving the message, the paying branch tests to decode the message. If
everything is obeyed, then the branch makes payment to the payee. After that the
branch sends an advice to the head office to reconcile the accounts of both
branches.
 In case of TT, test is must for every issue and for any amount of money.
Charge for TT:
The commission for TT is Tk. 20.00 up to Tk. 20,000.00 and Tk. 1 for every thousand
above Tk. 20,000 and VAT is 15% of the commission. The telegraphic charge is the
actual amount or minimum Tk. 30.00. The cancellation charge of TT is Tk. 20.00 up to
Tk. 1000.00 and Tk. 30.00 above Tk. 1000.00.
Payment Order (PO):
It is a written document. This payment order can be enchased on that branch from where
it was issued. Several suppliers, organizations use this payment order and for this no
account is required to open with the bank. It is used in locally.
The procedure for selling P.O. is as follows:
 Depositing money with P.O. application form.
 Giving necessary entry in the Bills Payable (P.O.) register;
 Payee’s name, date, P.O. No. etc.
 Preparing the instrument.
 After it has been scrutinized & approved by higher authority, the instrument is
delivered to customer. Signature of customer is taken in the counterfoil.

36
Charge for PO:
Table – 04: Charge for Payment Order
Nature Particulars Commission(Tk.)
Payment Order Issue
Up to Tk. 1000.00
30+5(VAT)
Up to Tk. 100000.00
Above Tk. 100000.00 but
Below Tk. 500000.00
100+35(VAT)
Tk. 500000.00 and
Above Tk. 500000.00
Source: Field Study
The cancellation charge of PO is Tk. 20.00 up to Tk. 1000.00 and Tk. 30.00 above Tk.
1000.00.
C. Loan and Advances
The goal of every commercial bank is to serve customer service as well as to earn profit.
So their main task is to collect deposit in comparatively low rate of interest and then to
give loan in comparatively high rate of interest. A bank has to bear deposit cost and
administrative cost by its earnings from granting loans. If it fails to bear these costs by
its earning from granting loan, the bank business will be closed. As a nationalized
commercial bank, its goal is to earn profit as well as to contribute on the economic
development of the country. Sonali Bank Limited, Motihar Branch, Rajshahi earned a
profit of Tk. 6291717.32 up to December, 2013.
Types of Loan and Advances:
Sonali Bank Limited, Custom House Branch, Dhaka provides the following kinds of loan
to the customers:
 Small Loan (S.L)
 Cash Credit (C.C)
 Over Draft (O.D).
They are described below:

37
Small Loan (S.L):
Small loans are usually provided to the businessman. Land, Property, Business
institution are used for mortgage. Asset is valued by their own value. Up to Tk. 25,000
no mortgage is required, now the limit is increased to Tk. 50,000. Small loan is matured
in one year and its rate of interest is 14%. The value of the mortgage is usually larger
than the amount of loan.
Cash Credit (C.C):
Cash credit is provided to account holder businessman or others. Under this system the
banker specifies a limit called-the cash credit limit for each customer up to which, the
customer is permitted to borrow against his security of tangible assets guaranteed.
This loan is of two types:
 Hypothecation: Ownership not transfer
 Pledge: Ownership is transferred.
The interest rate for cash credit is 14.50%. The maturity for cash credit is one year.
Over draft (OD):
The OD is sanction on saving of the customer by creating a loan on margin. Some OD
is issued against salaries of its customer. No interest is charged on it. At present this
practice is closed. Only high Army official (for 7 days) can get OD. Other type of OD
is work order, which is provided to the contractors. The interest rate is now 15%.
Industrial credit:
It is long term credit. Bank provides this credit to its industrial customers.
Others Special Types of Loan:
Staff Loan: When the bank lends its money to its staff then it is called staff loan. Only
the staff who have minimum 5 years employment life they get this type of loan. Its
duration is 20 years and interest rate is 5%. Here purchased assets are considered as for
mortgage.
Following types of loan are supplied by the bank to the staff:
 Staff house building loan
Only staffs of the bank having minimum 5 years employment life can get this type
of loan. Its duration is 20 years where purchased assets are considered as mortgage.
It is provided for:

38
 Construction.
 For buying the land.
 For purchase of house.
 Motor cycle loan: Motor cycle loans maturity is 8 years. Limit of this loan is Tk.
100000.00 and the interest rate is 5%.
 Bicycle loan: The limits of the loan are Tk. 5000.00 and the interest rate is 5%.
The maturity of this loan is 8 years.
General House building Loan:
It is given to the general people. The house will be considered as mortgage. The loan is
recovered in terms of installments. Here the loan able amount is determined by
considering the lands paper or the construction quality. Brower collects loan objection
certificate from City Corporation and present that in the lender bank. Maturity time is
maximum 20 years and interest rate is 15.50% -16%. The loan is recovered in terms of
installments. The amount of loan is dependent on estimation of cost. The number of
general house building loan is six in this branch. The amount of house building loan
(General) is 253653.00.
Interest Charged for Various Loans and Advances
Table -05: Interest Charged for Various Loans and Advances
Ser
ial
No.
Sector of Loan Particulars Interest
Rate
1. Agriculture loan a) Crops loan 10%
b) BRDB Rate 11%
b) Others agriculture loan 10%
d) Small loan 11%
2. Cash Credit Hypothecation 14.5%
Pledge 14.5%
Jute Business 15%
Brick Business 15%
3. Consumer loan 15%
4. Loan Against FDR 15%
DPS Rate
Provided

39
on DPS+
2%
SDPS ( 5 years maturity & 10 years maturity) 13%
SDS 13%
MDS 13%
EDS 13%
MSS 13%
MES 13%
DBS 13%
NRDS 13%
5. Staff loan a) Staff house building loan 5%
b) Staff motor cycle loan 5%
c) Staff by-cycle loan 5%
6. SME Division a) Project Loan (Service & Industry) 13%
b) Current Capital (Service & Industry) 15%
c) Women Entrepreneur Loan (Project & Current
Capital)
13%
7. Education Loan 13%
8. Term Loan to Non-
banking Financial
Institutions
15%
9. Bridge Financing 14%
10. Thrust Sector 13%
11. Overdraft 15%
12. Commercial Loan 14%
13. House Building
Loan
Resident 15.50%
Commercial 16%
14. Industrial Project
Loan
Large And Medium Scale Industrial Term
Loan
13%
Current Capital Loan 15%
Small & Cottage Industry Term Loan 13%
Source: Source: Product manual of Sonali Bank Limited

40
D. Cash Section
Cash department is the most important functional area of a bank. Cash is liquid asset
and cost incurring but non-earning and risky. So, its management is very important from
the following points of view:
 Security and safety measure.
 Proper Utilization.
 Customer service development.
The major functions performed by this department are:
 Cash payment to customers.
 Cash receive from the customers
 Handling the replacement of money various accounts inside the office.
Cash Payment:
In this section we gathered practical experience about how a check is honoured and how
it is paid. The cash payment procedure (cheque honouring) of Sonali Bank, Motihar
Branch, Rajshahi is illustrated by the following chart:
Cash payment procedure at a glance:
COUNTER
Customers place the cheque to the ledger officer (LO). The LO receives the cheque,
enters its particular in a register and issues the customer a token.
VERIFYING THE CHECK
The LO now verifies the ledger of the customer. If the customer's account position
is okay, he passes the cheque to the second officer (SO).
HONORING THE CHECK
The SO compare the customer's signature given on the cheque with that on the
signature card kept in his custody. If the signature is okay than he makes an entry
of the cheque in another register and cancels it by signing across the cheque.
CHECK CANCELLATION
Once the cheque is cancelled that is Okayed for payment it is brought to the cashier
by a peon.

41
Cash Receipts:
Customer's deposits are received in this section of bank then the amount received is
credited to the customer's account in the ledger book. The formalities that are followed
to receive a customer's deposit (cash) in the cash receipt section are started in the
following chart:
Cash Receipt Procedure at a Glance:
DRAWING MONEY
Cashier enters the amount of the cheque in the cash register and pays the appropriate
amount to the customer.
POSTING IN THE TRIAL BALANCE
At the end of banking hour a trial balance is prepared from the registers and all the
registers are compared with.
Customer places this cash and deposit slip before the respective officer at the counter.
After receiving the cash and deposit slip, the officer makes an entry to scroll register book.
Then the deposit slip and cash are placed before cashier.
The cashier counts the amount of money first and then makes an entry to another register
book. The book is generally called cash book.
Then the cashier passes the cash book and deposit slip to the second officer.
After verifying the deposit slip, the second officer returns the counter-folio of the deposit
slip to the customer and keeps the other portion in his custody.
At the end of banking hour, trial balance is prepared from that cash receipt register.

42
Cheque Dishonored by Bank:
During the internship program, we was taught how a cheque is dishonored by bank. The
statutory duty of a bank is to honor his customer's cheque. But a bank can dishonor a
cheque for various reasons. Some of the reasons for what bank dishonors it's customer's
cheque are stated below:
 If the customer's account position is not okay, that is, if the amount of money
mentioned in the cheque is greater than customer's deposit.
 If the cheque is torn.
 If the customer's signature given on the cheque is a forget one or does not tally
with his specimen signature kept in bank custody.
 If the duration of issuing the cheque is more than 6 months.
 If the cheque is postdated or a stolen cheque.
 If the cheque is not submitted to the customer within banking hour.
Amount charged for Various Types of Services:
Table-06: Charged for Services
Serial
No.
Nature Particulars Charge(Tk.)
1. Account Maintenance Fee:
Saving Account(Half Yearly
Basis)
Average deposit balance
up to Tk. 5000.00
N/A
Above Tk. 5000.00 and
up to Tk. 25000.00
(VAT Receivable)
100.00
Above Tk.2 5000.00
(VAT Receivable)
300.00
Current Account(Half Yearly
Basis)
For any amount of
balance (VAT
Receivable)
500.00
SND Account (Yearly Basis) For any amount of
balance (VAT
Receivable)
200.00
For the Staffs and
Employees of SBL
N/A
2. Closing Account:
Saving Account Closing 200.00
Current Account Closing 300.00
SND Account Closing 200.00
DPS/SDPS/SDS/EDS/MDS Closing Before Maturity Free

43
3. Account Transfer Fee:
In Case of Account Transfer Total Amount
Receivable with Postage
Charge
100.00
In Case of Saving Deposit
Scheme (Monthly Deposit
Scheme)
Receivable in Cash 100.00
Others Case Govt. Account & for
the Staffs and
Employees of SBL
Free
4. Collection of Cheque/ Bill:
Out Station Commission @ 0.15%
minimum
50.00
Maximum Commission 1500.00
Postage Charge: To be
realised at actual or
minimum
20.00
Telegram/Mobile
phone/Land Phone
Expense
30.00
Local If there is Clearing
House
Free
If there is no Clearing
House(Per Cheque Bill)
50.00
5. DD/TT/MT Issue: Commission @ 0.10%
minimum
20.00
Postage Charge: To be
realised at actual or
minimum
DD Adviced/TT & MT
Confirmation
Transmission:
20.00
For IFRMS Branch 30.00
Mobile phone/Land
Phone : Actual Expense
or Minimum
30.00
VAT Receivable 15% on
Commission
6. Payment Order Issue: Up to Tk. 1000.00 20.00
Up to Tk. 100000.00 30.00
Above Tk. 100000.00
but below Tk.
500000.00
50.00
Tk. 500000.00 and
above Tk. 500000.00
100.00
7. Call Deposit Issue: Up to Tk. 1000.00 50.00
Up to Tk. 100000.00 100.00

44
Above Tk. 100000.00
but Below Tk.
500000.00
200.00
Tk. 500000.00 and
above Tk. 500000.00
300.00
8. Duplicate Instrument Issue
Charge:
Postage/ Telegram/
Mobile phone/ Land
Phone Expense (Per
Case)
30.00
9. Cancellation Charge:
DD/TT/MT/Payment Order/Call
Deposit
Up to Tk. 1000.00 20.00
Above Tk. 1000.00 50.00
10. Standing Instruction: Per Case (Monthly) 30.00
11. Inward Bill Purchased/Collection
Charge: (Applicable in Case of
Cheque/ Payment Order/Call
Deposit /DD
Commission @ 0.15%
or minimum
50.00
Maximum 1500.00
Postage Charge: Actual
Expense or Minimum
20.00
Mobile phone/Land
Phone : Actual Expense
or Minimum
30.00
12. Bank Guarantee : First 3 Months @ 1%
and Next 3 Months or
any Fraction of this
0.75%, or Minimum
2000.00
For 100% Cash Margin 1000.00
13. Parcel: First 10 Days (Per
Parcel)
50.00
From Next 11th
Day to
30th
Day or any Fraction
of this(Per Parcel)
30.00
14. Locker Charge: For Small Size(Per
Year)
1430.00
For Medium Size(Per
Year)
1960.00
For Large Size(Per
Year)
2690.00
For Locker Key
Security
2000.00
For the Staffs and
Employees of SBL
50% of the
Above

45
Rate(Per
Case)
15. Balance Confirmation Fee: 2 Times Per Year Free
More than 2 Times(Per
Case)
200.00
16. Bank Certificate Issue: All Certificates with BO
Certificate
100.00
17. Cheque Return Per Case 50.00
18. Stop Payment Per Case 50.00
19. Saving Account(Open for Salary
Payment)
Cheque Book with 12
Pages for 1 Year
Free
Extra Cheque Book
within that Year
30.00
For the Staffs and
Employees of SBL
Free
20. Counter Transaction or Same Fee: Free
Source: Source: Product book of Sonali Bank Limited

46
Theoretical framework of
the Study

47
In this chapter, we reviewed relevant literature connected to the study. This will involve
bringing up the theories that we were using our study. Here we have discussed issues on
customers’ perception and of satisfaction service quality and defined relevant concepts
in order to enhance my understanding of the study. In context, this theoretical framework
will enable us build a conceptual model that will be the road map for our empirical
observation.
Our study is mainly focused on customers’ perception and of satisfaction service quality.
Our research questions were how customers perceive service quality and what the
perception about service quality is, that they are agreed or disagreed and also satisfied
or dissatisfied with.
We therefore discuss relevant concepts such as customer perception, customer
satisfaction, customer services, quality, relationship between customer satisfaction and
banking business, importance of customer service management.
3.1Customer Concept
A customer (sometimes known as a client, buyer, or purchaser) is the recipient of
a good, service, product, or idea, obtained from a seller, vendor, or supplier for a
monetary or other valuable consideration.
“An individual or business that purchases the goods or services produced by a
business. The customer is the end goal of businesses, since it is the customer who
pays for supply and creates demand. Businesses will often compete through
advertisements or sales in order to attract a larger customer base”.
3.2 Perception Concept
The word “Perception” derived from the Latin word “percipio” which means the
ability to see, hear, or become aware of something through the senses. Perception is
awareness, comprehension or an understanding of something. Perception depends
on complex functions of the nervous system, but subjectively seems mostly
effortless because this processing happens outside conscious awareness.
An example of perception is knowing when to try a different technique with a
student to increase their learning.

48
3.3 Customer perception concept
Customer perception is a marketing concept that encompasses a
customer's impression, awareness and/or consciousness about a company or its
offerings. Customer perception is typically affected by advertising, reviews, public
relations, social media, personal experiences and other channels.
3.4 Customer satisfaction concept
Customer satisfaction is defined as a customer’s overall evaluation of the
performance of an offering to date. This overall satisfaction has a strong positive
effect on customer loyalty intentions across a wide range of product and service
categories.
Customer Satisfaction = Expected Performance – Perceived Performance
When Customers are Satisfied or Dissatisfied?
Dissatisfaction: It occurs when the actual performances fail to meet its
expectation.
Satisfaction: It occurs when the performance meets the expectation.
Delight: It occurs when the performance level exceed it expectation.
3.5 Quality concept
Quality is product performance, which results in customer satisfaction freedom from
product deficiency which avoids customer dissatisfaction. Quality is the degree or
grade of excellence or possessed by a thing. So quality control is a means for
customer satisfaction. Quality must take both an objective (measured according to
specification) and a subjective (evaluated by customer) approach.
3.6 Service concept
A service is a non-material equivalent of goods. A service provision is an economic
activity that does not result in ownership and this is what differentiates it from
providing physical goods. It is claimed to be a process that creates benefits by
facilitating either a change in their intangible assets.

49
According to Philip Kotler “A service is an act of performance that one party can
offer to another that is essentially intangible and does not result in the ownership of
anything. Its production may be tied to a physical product”.
3.7 Service quality concept
Service quality is a concept that has caused considerable interest and debate in
literature. Service quality is commonly defined as the extent to which a service
meets customer’ needs or expectations. Service quality can thus be defined as the
differences between customer expectation of service and perceived service. If
expectations are greater than performance, than perceived quality is less than
satisfactory and hence customer dissatisfaction occurs.
Service quality is considered an important tool for a firm’s struggle to differentiate
itself from its competitions.
Dimensions of service quality are; reliability, responsiveness, competence,
access, courtesy, communication, creditability, security, understanding, the
consumers and tangibles. (Parusraman Zeithamal, Berry, 1985)
The customer total perception of a service is based on his/her perception of the
outcome and the process, the outcome is either value added or quality and the
process is the role undertaken by the customer.
In the context of banking sector, I am not only interested in learning more about the
factor associated to service quality perceived by customer and how service quality
is measured but also provide a direction for improvement of service quality in order
to being customer satisfaction.
3.8 Customer services concept
Customer service is any activities or benefits that the organization can offer to its
clients that is essentially intangible and does not result in the ownership of
anything. It is completely experience based, intangible, unstoreable and
simultaneous. It is given in a specific location. Moreover it is different from
products. Customer service includes;
 Giving customer information about their products and services
 Delivering service as per schedule

50
 Gaining confidence and trust of customers
 Listening to customer complaints and taking action on them
 Finding out new requirements of customers
 Endeavoring to fulfill new requirements
3.9 Relationship between Customer Satisfaction and Banking Business
Customer satisfaction is the key success factor of any service organization. Banks are
financial service firms, producing and selling professional manager of the public funds
and performing many other roles in the economy. Though Sonali Bank Limited is a
state-owned commercial bank, like many other commercial banks, it is an important
service organization, have a vast base of customers. In fact, a wide variety of demands
of a large number of customers make it challenging for Sonali Bank Limited to satisfy
the demands efficiently and keep customers satisfied.
Banks are the most important one in the financial sector as the play a very crucial role
for the economy. Banking business mainly maintains flow of funds from depositors to
investors. In doing this, bank needs to collect deposit from the depositors and then
distribute those as loan to the investors. Besides, bank provides assistance in
international trade, money transfer, collection and payment of utility and other bills, etc.
All of which are fully customer oriented. Therefore, banks are treated as service
organizations and their business is largely dependent on the quality of services they
provide. Hence, the efficiency and success of commercial banks depend entirely upon
the satisfaction of their clients.
3.10 Importance of Customer Service Management
Banks are service-oriented business. The Bank needs to maintain good relation with its
customers. Customers are of two types. They are:
(i) Existing customers and
(ii) Potential customers.
So, customer service management is very important for each Bank. The Sonali Bank
Limited, Custom House Branch, Dhaka also realizes that customer service management
is very important for the following reasons:

51
 To enhance/increase number of customers.
 To meet competition.
 To improve quality of services.
 To control cost of services.
 To earn more profit for organization.
 To maximize wealth of the organization.
 To increase social benefits.

52
Analysis and Findings of
the Study

53
4. 1 Analysis and Interpretation of Data
Data analysis and interpretation is necessary to prepare an effective report. After data
have been collected from a representative sample of the population, the next step is to
analyze and interpret them to solve the problem under study. Without analysis and
interpretation it is impossible to comment on the problem under study. In our study, we
have collected data according to our topic through various methods mentioned in the
other chapter and tried to analyze and interpret it in this chapter.
This analysis is based on a questionnaire survey at Sonali Bank Limited, Custom House
Branch, Dhaka. The target population was randomly selected from this Branch for the
study. A total of 45 customers were selected from the various account holders of the
sample bank. Maximum respondents are businessmen. A structured survey instrument
was designed to collect data from respondents.
Table-07: Profession of the respondent’s
Profession No. of respondents/
Frequency
Percentage (%)
Student 09 20
Employee 17 35.55
Businessman 16 37.78
Housewife 03 6.67
Others 0 0
Total 45 100
Source: Field Study
Interpretation: The frequency table showing that in 45 respondents 38% respondents
are businessmen who have account in the Custom House Branch of Sonali Bank
Limited. Employees are the second highest profession of the respondents carrying 35%.
The 20% of respondents are students, 7% of the respondents are Housewife and other
profession’s percentage is 0.

54
Table-08: Age of the respondent’s
Age of respondents No. of respondents/
Frequency
Percentage (%)
Under 20 01 2.22
20 – 30 20 44.45
30 – 40 18 40
40 – 50 05 11.11
Above 50 01 2.22
Total 45 100
Source: Field Study
Interpretation: According to the table we can see that most of the respondents age limit
is 20-30 years and the percentage is 44.45. The second highest percentage is 40 who are
between 30-40 years and the 40-50 years is 11.11%, above 50 years and under 20 years
is 2.22% respectively.
Table-09: Gender of the respondent’s
Gender of respondents No. of respondents/
Frequency
Percentage (%)
Male 37 82.22
Female 08 17.78
Others 0 00
Total 45 100
Source: Field Study
Interpretation: From the graph of the gender of the respondents I have found that 82%
respondents of my questionnaire are male and 18% respondents are female. So the
majority of the customers of Custom House Branch, Dhaka of the Sonali Bank Limited
are male.

55
Table-10: Main reason for choosing this Bank
Main reason for choosing
this Bank
No. of respondents/
Frequency
Percentage (%)
Reasonable interest rate 08 17.78
Good/ efficient services 14 31.11
Effective service charge 07 15.56
Reputation of the Bank 10 22.22
Location of the Bank 05 11.11
others reason 01 2.22
Total 45 100
Source: Field Study
Interpretation: The above data and figures show that most of the respondents choose
Sonali Bank Limited because of good or efficient service and the percentage is 31.11.
22.22 percentage customers choose the bank due to reputation, 17.78 percentage for
reasonable interest rate. Also 15.56 percentage of the customers choose this bank for
effective service charge and 11.11 percentage prefer for location of the Bank and 2.22
percentage choose for other reasons.
Table-11: Type of account of the respondent’s
Type of account of the
respondents
No. of respondents/
Frequency
Percentage (%)
Saving Account 17 37.78
Deposit Account 08 17.78
Current Account 19 42.22
Others 01 2.22
Total 45 100
Source: Field Study
Interpretation: Most of the respondents of the questionnaire have current account in the
Custom House branch of the Sonali Bank Limited and their percentage is 42.22. The
second highest type of account is savings account with 37.78%. The percentage for
deposit and others are 17.78% and 2.22% respectively.

56
Table-12: Convenience to open an account with this bank
Respondents
No. of respondents/
Frequency
Percentage (%)
Strongly agree 03 6.67
Agree 28 62.22
Neither agree nor disagree 10 22.22
Disagree 04 8.89
Strongly disagree 00 0
Total 45 100
Source: Field Study
Interpretation: The table showing that 62.22% respondents of the questionnaire are
agreed with the statement that the procedure to open an account with the bank is
convenient. 22.22% respondents are neither agree nor disagree and 8.89% respondents
are disagree with this statement. The 6.67% respondents are strongly agreed with this
statement.
Table-13: Right service at first time
Respondents
No. of respondents/
Frequency
Percentage (%)
Strongly agree 00 0
Agree 29 64.45
Disagree 05 11.11
Total 45 100
Source: Field Study
Interpretation: According to table 64.45% respondents are think that Sonali Bank
performs the right service at first time. 24.44% respondents are neither agree nor
disagree and 11.11% respondents are disagree with this statement. No one respondent is
neither strongly agreed nor strongly disagreed with this statement.

57
Table-14: Employees willingness to help
Respondents
No. of respondents/
Frequency
Percentage (%)
Strongly agree 00 0
Agree 33 73.33
Disagree 02 4.45
Total 45 100
Source: Field Study
think that Sonali Bank performs the right service at first time. 22.22% respondents are
neither agree nor disagree and 4.45% respondents are disagree with this statement. No
one respondent is neither strongly agreed nor strongly disagreed with this statement.
Table-15: Employees understanding about specific needs
Respondents
No. of respondents/
Frequency
Percentage (%)
Agree 28 62.22
Disagree 04 8.89
Total 45 100
Source: Field Study
agreed with the statement that employees in Sonali bank understand your specific needs.
22.22% respondents are neither agree nor disagree and 8.89% respondents are disagree
with this statement. The 6.67% respondents are strongly agreed with this statement.

58
Table-16: Inclination of banking activities
Respondents
No. of respondents/
Frequency
Percentage (%)
Agree 27 60
Disagree 00 0
Total 45 100
Source: Field Study
Interpretation: The table showing that 60% respondents of the questionnaire are
think that Custom House Branch, Dhaka should include more banking activities.
35.56% respondents are strongly agree and 4.44% respondents are neither agree nor
disagree with this statement. No one respondent is disagreed or strongly disagreed
with this statement.
Table-17: Satisfaction about employee behavior
Respondents
No. of respondents/
Frequency
Percentage (%)
Highly satisfied 00 0
Satisfied 25 55.56
Neither satisfied nor
dissatisfied
12 26.67
Dissatisfied 07 15.55
Highly dissatisfied 01 2.22
Total 45 100
Source: Field Study
satisfied with the way employee behave in Sonali Bank limited, Custom House Branch,
Dhaka. 26.67% respondents are neither satisfied nor dissatisfied and 15.55%
respondents are dissatisfied with this statement. The 2.22% respondents are highly
dissatisfied with this statement.

59
Table-18: Satisfaction about bank’s statement
Respondents
No. of respondents/
Frequency
Percentage (%)
Satisfied 14 31.11
dissatisfied
24 53.34
Total 45 100
Source: Field Study
neither satisfied nor dissatisfied with the bank statement of Sonali Bank limited, Custom
House Branch, Dhaka. 31.11% respondents are satisfied and 13.33% respondents are
dissatisfied with bank statement. The 2.22% respondents are highly dissatisfied with
bank statement.
Table-19: Satisfaction about record maintaining procedure
Respondents
No. of respondents/
Frequency
Percentage (%)
Satisfied 24 53.33
dissatisfied
14 31.11
Highly dissatisfied 00 00
Total 45 100
Source: Field Study
satisfied with the record maintaining procedure of Sonali Bank Limited. 31.11%
respondents are neither satisfied nor dissatisfied and 15.56% respondents are dissatisfied
with the record maintaining procedure of Sonali Bank Limited. No one respondent is
neither highly satisfied nor highly dissatisfied with this statement.

60
Table-20: Satisfaction about handling customers’ problems
Respondents
No. of respondents/
Frequency
Percentage (%)
Satisfied 07 15.56
dissatisfied
26 57.78
Dissatisfied 09 20
Total 45 100
Source: Field Study
neither satisfied nor dissatisfied by the service of handling customers’ problems of
Sonali Bank limited, Custom House Branch, Dhaka. 15.56% respondents are satisfied
and 20% respondents are dissatisfied with bank statement. The 6.67% respondents are
highly dissatisfied by the service of handling customers’ problems.
Table-21: Satisfaction about pricing strategy (interest rate) on deposit
Respondents
No. of respondents/
Frequency
Percentage (%)
Satisfied 13 28.89
dissatisfied
13 28.89
Dissatisfied 18 40
Total 45 100
Source: Field Study
Interpretation: The table showing that 28.89% respondents are satisfied with the pricing
strategy (interest rate) on deposit of Sonali Bank limited, Custom House Branch, Dhaka.
28.89 respondents are neither satisfied nor dissatisfied, 40% respondents are dissatisfied

61
and the 2.22% respondents are highly dissatisfied with pricing strategy (interest rate) on
deposit.
Table-22: Satisfaction about existing policy of SBL
Respondents
No. of respondents/
Frequency
Percentage (%)
Satisfied 18 40
dissatisfied
12 26.67
Total 45 100
Source: Field Study
Interpretation: The table showing that 40% respondents are satisfied with the existing
policy of the Sonali Bank Limited, (sanctioning loan, various types of deposit scheme,
money transfer and other). 26.67 respondents are neither satisfied nor dissatisfied, 26.67
% respondents are dissatisfied and the 6.66% respondents are highly dissatisfied with
the existing policy of the Sonali Bank Limited.
Table-23: Satisfaction about visual appeal of SBL
Respondents
No. of respondents/
Frequency
Percentage (%)
Satisfied 12 31.11
dissatisfied
22 55.56
Total 45 100
Source: Field Study

62
neither satisfied nor dissatisfied with premises of the bank which is visually appealing.
31.11% respondents are satisfied and 11.11% respondents are dissatisfied with bank
statement. The 2.22% respondents are highly dissatisfied with premises of the bank
which is visually appealing.
Table-24: Opinion about employee sufficiency
Respondents
No. of respondents/
Frequency
Percentage (%)
Strongly agree 0 0
Agree 03 6.67
Disagree 30 66.67
Strongly disagree 03 13.33
Total 45 100
Source: Field Study
think, the numbers of employees are not sufficient to provide customers’ service.
13.33% respondents are neither agree nor disagree and 13.33% respondents are strongly
agree to increase number of employee.
Table-25: Opinion about availability of modern technologies
Respondents
No. of respondents/
Frequency
Percentage (%)
Strongly agree 0 0
Agree 02 4.44
Disagree 30 66.67
Total 45 100
Source: Field Study

63
Interpretation: The table showing that 66.67% respondents are not agree and 11.11%
respondents strongly disagree with the statement that the modern technologies are
available in the Sonali Bank Limited, Custom House Branch, Dhaka. 17.78 respondents
are neither agreed nor disagreed with the statement. Only 4.44% respondents are agree
with the statement that the modern technologies are available.
Table-26: Opinion about Employee Sincerity
Respondents
No. of respondents/
Frequency
Percentage (%)
Strongly agree 0 0
Agree 12 26.67
Disagree 08 17.78
Total 45 100
Source: Field Study
Interpretation: The table showing that most of the respondents (48.89%) of the
questionnaire are neither agree nor disagree with the statement that the employees of the
bank show sincere interest for solving customers’ problem. 26.67% respondents are
agree and 17.78% respondents are disagree with this statement. The 6.67% respondents
are strongly disagree with this statement.
Table-27: Opinion about improvement of quality of service
Respondents
No. of respondents/
Frequency
Percentage (%)
Strongly agree 18 40
Agree 25 55.56
Disagree 00 0
Total 45 100
Source: Field Study

64
Interpretation: The above data show that most (55.56%) of the respondents are agree
and 40% respondents strongly agree are that the quality of service offered by the bank
should be improved. Only 4.44% respondents are neither agree nor disagree with this
statement. No one respondent is disagree or strongly disagree with this statement.
Table-28: Opinion about the Quality of Service
Respondents
No. of respondents/
Frequency
Percentage (%)
Satisfied 16 35.56
dissatisfied
22 48.89
Total 45 100
Source: Field Study
Interpretation: The above table show that most of the respondents neither satisfied nor
dissatisfied about service quality of Sonali Bank Limited, Custom House Branch, Dhaka
and the percentage is 48.89. 35.56. Percentage of satisfied customers are 35.56 and 13.33
percentage customer are dissatisfied. 2.22 percentage of the customers are highly
dissatisfied and there is no highly satisfied customer.
4.2 Prospect of Growth of Custom House Branch
The target market of Sonali Bank Limited, Custom House Branch, Dhaka is a small and
middle class businessman. The Branch is trying to expand its target group. This branch
always provides standard service to the customers. Specially this Branch is going on the
basis of cost leadership and differentiation strategy. This Branch is trying creating value
than competitor’s services and this branch has control cost driver such as learning
resource proper utilization, interrelationship. The future growth of this Branch is high
because this Branch has already achieved success in the following sections:

65
Increasing Trend of Deposit
Sonali Bank Limited, Custom House Branch’s deposit is increasing day by day. In the
year of 2009, 2010, 2011, 2012, 2013 the deposit were Tk. 2100584854, Tk.
2187182750, Tk. 3096108300, Tk. 4052523100, and Tk. 5041086989 respectively.
Figure-06: 5 years position of Deposit
Source: Deposit section, Custom House Branch, Sonali Bank Ltd.
Interpretation: From the observation of the above figure it can be said that the amount
of deposits has increased from year to year. It is very essential for every bank to increase
its deposit. If the bank can collect more deposit then it can use it properly. This
increasing trend of deposit indicates customer satisfaction to the bank.
Increasing Total Income: The total income of this branch was Tk. 445209000 during
the year 2012. But due to efficiency of service, the Branch has been able to increase its
income day by day. The total income of this Branch was Tk. 525805655 up to October.
2100584854 2187182750
3096108300
4052523100
5041086989
2009 2010 2011 2012 2013
Increasing Trend of Deposit of SBL, Custom House Branch,
Dhaka
2009
2010
2011
2012
2013

66
Figure-07: 5 years position of Total Income
Interpretation: From the above table based data, we see that in every year the growth
increase highly than the immediate previous year. The sequence of this growth rate gives
a good symbol to Sonali Bank Limited a tremendous growth in future in terms of
increase trend of deposit, success in credit and advances, tremendously increases of
customer, increasing total income.
201222568
228222568
328332668
445209000
525805655
2009 2010 2011 2012 2013
Position of Total Income of SBL, Custom House Branch, Dhaka
2009
2010
2011
2012
2013

67
4.3 SWOT Analysis of the SBL, Custom House Branch, Dhaka
Strengths Weaknesses
 It has well reputation in the market
 It has more reliability and
feasibility than any other
commercial bank
 State owned bank
 Executives are highly qualified
and experienced.
 Bank has many attractive deposit
schemes.
 Efficient management practices in
the Bank.
 Well diversified credit portfolio.
 Deposit mix is very sound.
 Short time experiences in banking
industry.
 Training programs are not frequent
for the employees.
 Complex credit policy.
 Recent scam about few number of
officials
 Bureaucratic complexity in
Management
 Lobbing from upper level for doing
unfair activities
Opportunities Threats
 Per capita annual income is
increasing.
 High demand of investment by
depositing.
 High demand of small enterprise
financing
 High demand of credit.
 Competitors have more flexible
deposit scheme.
 Market pressure for lowering of
lending rate
 Some rules and regulations of
Bangladesh Bank
 Increased competition for market
share in the industry

68
4.4 Findings of the Study
Sonali Bank Limited is a nationalized commercial bank. Government performs
monetary activities through this bank. It is directed toward monetary policy of the
government. Every government organization faces a lot of problems. As a government
bank, Sonali Bank Limited, Custom House Branch, Dhaka suffers from many problems.
From questionnaire following points should be noticed:
 In total of 45 respondents a good number of respondents are male and the percentage
is 82.22 and female respondents are 17.78 Percent. Among them 35.56%
respondents are strongly agree and 60% are agree with the statement that Custom
House Branch, Dhaka should include more banking activities. (Table: 10).
 Out of 45 respondents most of the respondents (44.45%) are aged between 20-30
years, 11.11% are aged between 40-50 and above 50 aged and under 20 aged are
equally 2.22%. (Table:09)
 The majority of the respondents have current account and their percentage is 42.22,
37.78% have savings account, 17.78% have deposit account. (Table:11)
 The most of the respondents choose Sonali Bank Limited because of good or
efficient service and the percentage is 31.11 and 22.22 percent choose this bank for
reputation, 17.78% for reasonable interest rate and 15.56% are effective service
charge. . (Table:10)
 Out of 45 respondents 29 (64.45%) agree that Sonali Bank performs the right service
at first time, 11(24%) respondents are neither agree nor disagree and 5 (11.11%) are
disagree with this statement. (Table:13)
 About 63 % respondents think that the procedure to open an account with the bank
is convenient. . (Table:12)
 About 63 % respondents think the employees in Sonali bank understand your
specific needs. (Table:15)
 Most of the respondents (66.67%) think the numbers of employees are not sufficient
to provide customers’ service and also 13.33% strongly think that numbers of
employee are not sufficient. (Table:24)
 The majority of the respondents (67%) not agreed about availability of modern
technologies in Custom House Branch, Dhaka. (Table:25)

69
 About 56 % respondents agreed and 40% strongly believe that the quality of service
offered by the bank should be improved. (Table:27)
 More than 55% respondents satisfied with the way employee behavior and 27% are
neither satisfied nor dissatisfied. (Table:17)
 More than 53% respondents are neither satisfied nor dissatisfied with bank
statement. (Table:18)
 The majority respondents (40%) give dissatisfactory and 28.89 percent respondents
give satisfactory opinion about pricing strategy (interest rate) on deposit of Sonali
Bank Limited. (Table:21)
 About 40% respondents are satisfied and about 27% respondents are dissatisfied
about the existing policy of the Sonali Bank Limited, (sanctioning loan, various
types of deposit scheme, money transfer and other). (Table:22)
 The majority of the respondents (49%) neither satisfied nor are dissatisfied. 36%
respondents satisfied about the quality of service that provide SBL, Custom House
Branch, Dhaka. (Table:28)
From the view point of my observance following findings are notice worthy:
 Service of this branch is not fully modernized.
 The office space of this branch is not large as its operation.
 All kinds of decisions are taken by the top management so in many times this branch
cannot provide quick service to the customers.
 Though this branch has online banking facilities for the clients but this process
facilitation is not satisfactory.
 Aggression of CBA is a vital problem.
 Lack of smooth co-ordination in management results in suffering of customers.
 Lack of proper supervision.
From overall performance (secondary data) following points should be noticed:
 The Branch has huge amount of deposit and market potentiality. ( Figure:06 )
 STD and Current Deposit Account play the most vital role in deposit mobilization.
 STD and Current Deposit Account have upward trend.
 Sonali Bank Limited, Custom House Branch’s loan and advances position is
following an upward trend. The rate of increment is satisfactory.

70
 Sonali Bank Limited, Custom House Branch’s profit position is positive, that is it
runs on profit.
 Profit margin of this Branch is increasing from year to year. ( Figure:07 )
Above all analysis and interpretation it can be easily said that data without analysis is
discrete. To carry out my internship program and to prepare a report based on my
understanding, I have collected various customer service oriented data related to the
Branch and the Bank. After collecting data through observation and questionnaire, I
have analyzed and interpreted it in this chapter through various statistical techniques to
make comment and to solve the problem under study. Finally I have stated my findings
and several recommendations.

71
Recommendations and
Conclusion of the Study

72
5.1 Recommendations
In the fast evolving world, it is very necessary for each and every organization to build
a strong presence in the market by maximizing profit margin by satisfying their
customers as much possible. As a bank, the manager has to identify the strategies that
align, fit or match the banks‟ resources and capabilities to the demands of the
environment in order to exploit opportunities and counter threat and to correct company
weakness building on the strength. It is like a process containing corporate planning,
performance analysis, program or service delivery, and evaluation and review.
After completing study with Sonali Bank Limited, Custom House Branch, Dhaka, we
think the following recommendations will help them to improve the level of customer
perception and satisfaction.
 Customer satisfaction is one of the important factors for continuing business
successfully in banking sector. That’s why bank authority should monitor closely
and continuously the customers reaction for their satisfaction.
 The branch authority should concentrate on the quality of service.
 Bank authority should take steps, such as full computerization, adoption of modern
techniques in reporting, communication and others to make the branch more
attractive and go with the time.
 The bank has to arrange seminar, symposium and workshop for its customers and
all individuals to conscious about the banking rules, regulations and policy.
 Provide close attention to the customer needs.
 Show positive attitude to problem solving.
 Customer’s convenience should always receive priority.
 Ensure reasonable spread and return on assets.
 This branch needs large office space for its vast banking operations.
 Authority must enrich their services like private commercial bank most likely;
non-stop service, ATM service, Ready cash service, Credit card service, Internet
banking service, Mobile banking service etc.
 The bank can introduce more advanced MIS systems to mobilize its day to day
activities. It will help the employee to do their works more quick and efficiently.

73
 Advertising and promotional policy is very important for informing customers
about the various new and attractive financial services. So, advertising program
should be stronger for quick improvement of the Bank.
 Some of the customers are not satisfied with account opening procedure, like for
savings and current account sometimes they do not find any introducer; as a result
they cannot open the account even though they badly need to open the account.
Sonali Bank Limited should arrange introducer if customers could not find any.
 Sonali Bank Limited should pay more attention to increase the facility of consumer
loan products, small loan products like; Personal loan, and Student loan etc.
 More deposit schemes should be introduced to meet customer demands to stay
ahead in competition and better satisfaction of customer requirements.
 Reception to customers has a great impact on customer satisfaction because
customers are getting the first impression from the front desk. Sonali Bank Limited
should give more attention to care about the customer reception. They should show
the utmost honor, attention and courtesy.
Employee’s moral and emotional needs are associated with their performances and
therefore cannot be ignored in overall improvement of the quality of services. The
following may be considered in this regard:
 Authority should take comprehensive training program for the employees’ to
overcome the lack of management of co-ordination.
 Proper training, motivation and incentives should be made available to the bank
personnel for successful implementation of the new service.
 Give more attention on cordial inter-personal relationship.
 Practice group participation in problem solving.
 Innovative ideas should be nurtured.
 Organization goals should be comprehensive and visible.
 Update banking knowledge by organizing training programmers and seminars.
 Motivate subordinates through leadership skills.
 Authority should try to arrange more training, program for their official. Quality
training will help the officer to enrich them with more recent knowledge of
banking and improve their skill.

74
5.2 Conclusion
The popularity of banks’ is increasing day by day which leads to increase competition
as well. All the Commercial Banks are offering almost the same products and services
and their operation system is almost same. But the ways they provide the services are
different from each other. So people choose their bank according to their satisfaction
and needs. And they will prefer the bank of which service is easily accessible and
understandable. On the other hand, bank innovate new products and services to attract
their desired customers. In short, Sonali Bank Limited is such a Commercial Bank which
is rendering all commercial banking services to the customers.
Sonali Bank Limited, Custom House Branch, Dhaka has one principal limitation that it
is a government owned bank and it has to follow orders of the head office. It cannot do
anything what it wants. In spite of having opportunities, it cannot implement those at its
disposal. However, as one of the leading commercial bank, Sonali Bank Limited,
Custom House Branch, Dhaka is playing an important role in its area of business in
mobilizing financial resources through deposit collection and loan disbursement. It helps
in creating and maintaining a sound business environment in its business area. At present
overall activity of this Branch is well, though a little inflexibility in the position of
service efficiency and total service quality.
My study was attempted to explain the customer perception and satisfaction about
services quality of Sonali Bank Limited, Custom House Branch, Dhaka. Comparing the
practical knowledge with that of theoretical involvements we identified a few weakness
in this branch and provides some recommendations for solving the problems. Though it
was not possible to go deep in each activity of all sections because of time limitation we
have been try to cover go through all departments and sections. So, objectives of the
study have not been fully met with complete satisfaction. However, highest effort has
been given to achieve the specific objectives of the program.
From the internship program at Sonali Bank Limited, Custom house Branch, practical
knowledge and overall customer-oriented banking activities have gathered. This Branch
provides various kinds of customer services but its quality is not fully satisfactory. All
kinds of customary services rendered by this branch are not so good or satisfactory

75
whereas the private commercial bank has created a satisfactory image in rendering
customary services.
Finally, it can be concluded that the authority needs more to think about the followings:
 customer service and the level of customer satisfaction,
 improvement of the services of their product,
 more speed in banking operations,
 more efficiency in providing service.
Otherwise it will be very difficult for the Bank to compete with the other international
and native Banks that already have achieved such level of efficiency. Also the Branch
has to be very careful about the credit or advance related business. Overall awareness of
both depositors and the creditors has to be developed simultaneously for continuous
growth and development of both banking and financial sector of Bangladesh. Finally
more attentive and quick service can make this bank more efficient to the customers’.

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