fereign exchange of shahjalal bank limited

8/10/2019 Fereign exchange of shahjalal bank limited

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Table of Contents

SL NO Particulars Page NO1.0 Introduction

1.1 Introduction of the Study

1.2 Background of the Study

1.3 Objectives of the study

1.4 Scope of the Study

1.5 ethodo!ogies

1." #i$itation of the study

2.0 Overview of Baning Industr!

2.1 Origin of the %ord &Bank'2.2 (efinition of Bank

2.3 )istory of Bank

2.4 *ypes of Bank

2.5 Banking scenario in B(

2." Banking structure in B(

2.+ (eve!op$ent of Banking in B(

2., )ierarchy -na!ysis

".0 Co#$an! Profile of S%a%&alal Isla#i Ban

3.1 -bout Shahja!a! Is!a$i Bank #i$ited

3.2rofi!e of Shahja!a! Is!a$i Bank #i$ited. /S0IB#

3.3 ISSIO

3.4 ISIO

3.5 S!ogan of the Bank

3." Strategies

3.+ Organiationa! Structure

3., Shariah counci! of S0IB#

3. 6onventiona! S Is!a$ic Banking

'.0 Pro&ect Part ()oreign *+c%ange,

4.1 (efinition of 7oreign 89change

4.2 Internationa! regu!ations of foreign e9change

4.3 7oreign 89change echanis$

4.4 :raphica! representation of 7oreign 89change echanis$

4.5 -ctivities of foreign e9change

-.0 Overview of I#$ort

5.1 (efining I$port


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5.2 ain 7eatures of I$port o!icy

5.3 I$port echanis$

5.4 #;6 Opening

5.5 rocedure invo!ved in #;6 opening

.0 Overview of *+$ort".1 (efining 89port

".2 -ctivities done here

".3 89port Bi!! Scrutiny

".4 89port 7inance

".5 89port #;6

/.0 )oreign e#ittance

+.1 (efining 7oreign


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*he ai$ of this internship report is to connect practica! kno%!edge %ith theoretica! aspects.

Being a student of BB- %ith $ajor in arketing has been co$p!eted internship progra$ fro$

Shahja!a! Is!a$i Bank #i$ited> Sat$osjid (haka.

(uring the internship period> it has been tried to use the opportunity to be enriched %ith

kno%!edge on banking syste$. y findings %ere $ost!y re!ated to the 7oreign 89change.

Besides this> there are $any other findings> %hich are ref!ected through this internship report.

1.2 Bacground of t%e Stud!

Shahja!a!Is!a$i Bank #i$ited is a private co$$ercia! bank> %hich is "th Is!a$ic Shariah based

bank in Bang!adesh. *he Bank started its operation on 1@th ay 2@@1A during this period it cou!d

i$prove its i$age in the society as an Is!a$ic Bank. o% it has 2" branches in Bang!adesh. -!!

branches are situated in the high!y de$anded areas. -s a ne% bank> Shahja!a! Is!a$i Bank #td.

has been co$peting %ith other private banks %here a!! the banks are adopting different incentive

progra$s to attract the custo$ers. -ccording!y> Shahja!a! Is!a$i Bank #td. is offering different

type of deposit sche$e bearing highest rate of return. udarabah (eposit Sche$e> onth!y

inco$e sche$e and i!!ionaire sche$e are the $ost popu!ar offers that are co$p!ete!y ne%

innovation in the banking sector and %ide!y accepted by the c!ients. =ith cru$b!e do%n of the%or!d econo$y caused by nine e!even attack. It is observed that the co$petition beco$es

intensive in the g!oba!iation process. Our country has a!so participated in the race for its

e9istence.

*herefore> it beco$es obvious for us to increase the fie!d industria!iation. Shahja!a! Is!a$i Bank

#td. is p!aying a vita! ro!e in deve!oping industry of the country and putting the nationa!

econo$y co$petitive %ith %or!d econo$y. (eve!oping country !ike Bang!adesh urges a huge

a$ount of invest$ent both in the private and pub!ic sectors. Shahja!a! Is!a$i Bank #td. has been

providing a !ot of assistances regarding this invest$ent process through its invest$ent and

7oreign *rade (epart$ent.


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1." Ob&ectives of t%e stud!

*he objective of the study is to gather practica! kno%!edge regarding over a!! Is!a$ic Banking

syste$ and its operations. )o%ever $y targeted area is kno%n about the detai!s operation of

7oreign 89change on S0IB#. So I tried $y best to gather practica! and over a!! idea about

7oreign 89change on S0IB#.

T%e 5ain Ob&ective

*he $ajor purpose is to achieve a %e!! understanding of over a!! 7oreign 89change operations of

Shahja!a! Is!a$i Bank #td.

T%e S$ecific Ob&ectives6

*o gather kno%!edge kno% about the 89port Operations and eva!uate the perfor$ance.

*o gather kno%!edge kno% about the I$port Operations and eva!uate the perfor$ance

*o gather kno%!edge kno% about the


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1.- 5et%odologies

- $ethod invo!ves a process or techniDue in %hich various stages or steps of co!!ection

data;infor$ation are e9p!ained and the ana!ytica! techniDues are defined. - dictionaries of socia!

science observes> &ethodo!ogy is the syste$atic and !ogica! study of the princip!es guiding

scientific investigation'

*he infor$ation that I used in this study is co!!ected fro$ the fo!!o%ing sources

ri$ary Sources 1.Infor$ation discuss and observe

2. (ai!y dairy

3. ractica! desk%ork.

Secondary sources 1.arious pub!ication of S0IB#

2. -nnua! state$ents of the bank.

3. S0IB# %ebsite.

4. (ifferent books about banking.

-!! this ri$ary and Secondary data %ere co!!ected> organied> ana!yed and interpreted to dra%

so$e findings.

1. Li#itation of t%e stud!

I have tried $y best to fu!fi!! $y report proper!y but there is so$e constraint during $y

internship period %hich other%ise %ou!d enab!ed $e in $aking $y study $ore appropriate and

!ogica!. *he !i$itations %ere fro$ side> the bank and as %e!! $yse!f.

)oreign *+c%ange is too big to cover6 7oreign 89change is a too big to cover %ho!!y in

this !i$ited scope. It reDuired huge ti$e and huge space to cover. So> I have covered on!y

so$e i$portant topics of credit $anage$ent.


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*ngaged in wor6 8very $an of the branch %as so busy in their %ork> so they %ere not

ab!e to provide sufficient care to $ake the interneeCs c!ear about different topics.

Ti#e constraint6I had to prepare this report %ithin a period !ess than three $onth %hich

%as not enough to prepare such a report. Because co!!ection and arrange$ent of

infor$ation is a ti$e consu$ing job. *hen again I had to su$$arie those. So I had to

%ork in haste.

Confidential #atter6 It is not possib!e to get a!! sorts of infor$ation due to officia!

confidentia!ity.

Lac of $ractical nowledge6 7or the !ack of practica! kno%!edge> so$e short co$ing $ay beavai!ab!e in the report. Because in so$e cases I cou!d not practica!!y invo!ved because of bankCs

!i$itation and riskiness.

2.1 Origin of t%e 7ord Ban

*he %ord &B-E' %as borro%ed in idd!e 8ng!ish fro$ idd!e 7rench BanDue> fro$ O!d

Ita!ian banca> fro$ O!d )igh :er$an Banc> Bank Bench> and 6ounter. Benches %ere used as

desks to e9change counters during the %ho used to $ake

their transactions atop desks covered by green tab!ec!oths.

One of the o!dest ite$s found sho%ing $oney changing activity is si!ver :reek (rach$a 6oin

fro$ ancient )e!!enic 6o!ony *rapees on the B!ack Sea> $odern *rabon> and c.35@F325 B6>

presented in the British useu$ in #ondon. *he coin sho%s a bankers tab!e !aden %ith coins pun


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on the na$e of the city. In fact> even today in odern :reek the %ord *rapee $eans both a

tab!e and a bank.

2.2 8efinition of Ban

- bank is a financia! institution and a financia! inter$ediary that accepts deposits and channe!s

those deposits into !ending activities> either direct!y or through capita! $arkets. - bank connects

custo$ers that have deficits to custo$ers %ith capita! surp!uses.

(ue to their critica! status %ith in the financia! syste$ and the econo$y genera!!y> banks are

high!y regu!ated in $ost countries. ost banks operate under a syste$ kno%n as fractiona!

reserve banking %here they ho!d on!y a s$a!! reserve of the funds deposited and !end out the rest

for profit. *hey are genera!!y subject to $ini$u$ capita! reDuire$ents %hich are based on an

internationa! set of capita! standards> kno%n as the as the Base! -ccords.

2." 9istor! of Ban

In the recent era> the story of Gthe e!iteG co$$ences %ith the deve!op$ent of the $odern bankingsyste$ in idd!e -ges 8urope. -t that ti$e> disposab!e %ea!th %as usua!!y he!d in the for$ of

go!d or si!ver bu!!ion. 7or safety> such assets %ere kept in the safe of the !oca! go!ds$ith> he

usua!!y being the on!y individua! %ho had a vau!t on his pre$ises. *he go!ds$ith %ou!d issue a

receipt for the deposit and> to undertake financia! transactions> the buyer %ou!d %ithdra% his

go!d and give it to the se!!er> %ho %ou!d then deposit it again> freDuent!y %ith the sa$e

go!ds$ith. -s this %as a ti$eFconsu$ing process> it beca$e co$$on practice for peop!e to

si$p!y e9change s$ithsH receipts %hen conducting financia! transactions.

-s ti$e passed> the go!ds$iths began to issue receipts for specific va!ues of go!d> $aking buying

and se!!ing easier sti!!. *he s$ithsH receipts thus beca$e the first banknotes. *he go!ds$iths> no%

f!edg!ing bankers> noticed that at any one ti$e on!y a s$a!! proportion of the go!d he!d %ith the$

%as being %ithdra%n. So they hit upon the idea of issuing $ore of the receipt notes the$se!ves>


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notes that did not refer to any actua! deposited %ea!th. By giving these receipts to peop!e seeking

capita!> in the for$ of !oans> the go!ds$iths cou!d use the $oney deposited %ith the$ by others

to $ake $oney for the$se!ves. It %as found that> for every unit of go!d he!d by the go!ds$ith>

ten ti$es the su$ cou!d be safe!y issued as notes %ithout anyone usua!!y beco$ing any the

%iser. If a go!ds$ith he!d> say> 1@@ pounds of other peop!eHs go!d in his vau!ts> he cou!d issue

banknotes to the va!ue of 1@@@ pounds.

-s !ong as no $ore than 1@ percent of the ho!ders of those notes %anted their go!d at any one

ti$e> no one %ou!d rea!ie the fraud being perpetrated. *his practice> kno%n as Gfractiona!

reserve !ending>G continues to this day and is actua!!y the backbone of the $odern banking

industry. Banks typica!!y !oan ten ti$es their actua! financia! ho!dings> $eaning @ of the

$oney they !end does not no%> never has> and never %i!! e9ist.

#oans issued by the go!ds$iths had to be paid back to the$ %ith interest> $eaning nonFe9istent

$oney s!o%!y beca$e converted to tangib!e assets in the for$ of goods and !abor. Shou!d the

!oan be defau!ted upon> the banker had the right to seie the defau!terHs property. -s ti$e passed>

therefore> the go!ds$iths beca$e %ea!thier and %ea!thier. *hey had devised a sche$e to create

$oney out of thin air and then convert this $oney into rea! goods> !abor> or property. - !oan of

$oney at 12 interest recouped not $ere!y 12 for the banker> but 112> as it does to this day.

-s the industria! era began> so the potentia! for furthering this sche$e increased e9ponentia!!y.

*he go!ds$iths %ere no% fu!!yFf!edged bankers> and their abi!ity to create $oney out of thin air

and then convert it into tangib!e assets enab!ed the$ to begin to contro! %ho!e industries to the

point %here the %or!ds of banking and industry beca$e> to a!! intents and purposes> sea$!ess

entities. 89tended fa$i!y banking structures> such as the acDuired so $uch po%er in

this $anner that the various $onarchies and f!edg!ing govern$ents of the ti$e soon began to

see$ Duite feeb!e by co$parison.

*o increase their po%er and inf!uence sti!! further> these e!ite banking fa$i!ies %ou!d subt!y buy

inf!uence %ithin govern$ents or $onarchies and uti!ie this inf!uence to strategica!!y stir up

unrest bet%een nations. =hen the inevitab!e disputes broke out> they %ou!d then !end vast su$s

of $oney> usua!!y to both sides> so that %ar cou!d be %aged. -ny ar$a$ents purchased %ou!d be


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those $anufactured by the industria! %ing of the bankingFindustria! carte!> and by regu!ating the

!oan of $oney and the ti$ing of the de!ivery of %eapons> the outco$e of any conf!ict cou!d

effective!y be contro!!ed. If dee$ed necessary> $onarchies and govern$ents cou!d further be

destabi!ied by generating poverty through regu!ating the $oney supp!y> and by using agentF

provocateur tactics to fue! any !atent desire for revo!ution. =ith such po%er it %as easy to

contro! the f!edg!ing govern$ents of 8urope and ensure that on!y those po!iticians %ho %ou!d do

the %i!! of the banking fa$i!ies ca$e to po%er.

-s the t%entieth century da%ned> the banking fa$i!ies hit upon a ne% $eans to conso!idate and

increase their gains. *hey discovered that by periodica!!y restricting the $oney supp!y crashes

%ithin the e$ergent stock e9changes of the %or!d cou!d easi!y be engineered. *he $ost notab!e

e9a$p!e of this %as the fa$ous =a!! Street 6rash of 12. =hat the history books usua!!y fai! torecord is that> in a crash> %ea!th is not actua!!y destroyed> but $ere!y transferred. *he G6rash of

H2G a!!o%ed the $ost po%erfu! of the banking and industria! fa$i!ies to absorb the %eaker

e!e$ents> generating even greater !eve!s of centra!ied contro!.

-s the techno!ogica! revo!ution progressed> so the buying up of * stations and ne%spapers

a!!o%ed the creation and contro! of the $ass $edia. *his served to ensure that on!y a portraya! of

events that suited the interests of the e!ite banking fa$i!ies %ou!d get to pub!ic attention F

invariab!y one that a!! but denied their very e9istence.

2.' T!$es of Ban

Banks activities can be divided into as fo!!o%s types such as

etail BaningF (ea!ing direct!y %ith individua!s and s$a!! business. Business BaningF providing services to $idF$arket business corporate.

Private BaningF roviding %ea!th $anage$ent services to high net %orth individua!s

and fa$i!ies.


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Invest#ent BaningF private enterprises. )o%ever> so$e are o%ned by govern$ent> or are nonF

profit organiations.

T!$es of etail Bans

Co##ercial Ban6 *he ter$ used for a nor$a! bank to distinguish it fro$ an

invest$ent bank. -fter the :reat (epression> the ?.S. congress reDuired that banks on!y

engage in banking activities> %hereas invest$ent banks %ere !i$ited capita! $arket

activities. Since the t%o no !onger have to be under separate o%nership> so$e use the

ter$ co$$ercia! bank to refer to a bank or a division of a bank that $ost!y dea!s %ith

deposits and !oans fro$ corporations or !arge business.

Co##unit! Bans6 #oca!!y operated financia! institutions that e$po%er e$p!oyees to

$ake !oca! decisions to serve their custo$ers and the partners. Co##unit! 8evelo$#ent Bans6 $e$bership is restricted to

e$p!oyees of a particu!ar co$pany> residents of a defined neighbourhood> $e$bers of a

certain !abour union or re!igious organiations and their i$$ediate fa$i!ies.

Postal Saving Bans6 Savings banks associated %ith nationa! posta! syste$s.

Private Bans6 Banks that $anage the asset of high net %orth individua!s. )istorica!!y a

$ini$u$ of ?S( 1 $i!!ion %as reDuired to open an accountA ho%ever> over the !ast years

$any private banks have !o%ered their entry hurd!es to ?S( 2> 5@>@@@ for investors. Offs%ore Bans6Banks !ocated in jurisdictions %ith !o% ta9ation and regu!ation. any

offshore banks are essentia! private banks. Savings Ban6 In 8urope> savings banks took their roots in their 1thor so$eti$es even

in the 1,th century. *he origina! objective %as to provide easi!y accessib!e savings

products to a!! strata of the popu!ation. In so$e countries> savings banks %ere created on

pub!ic initiativeA in others> socia!!y co$$itted individua!s created foundations to put in

p!ace the necessary infrastructure. o%FaF days 8uropean savings banks have kept their

focus on retai! banking> pay$ents> product> credits and insurances for individua!s or


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s$a!! and $ediu$Fsied enterprises. -part fro$ the retai! focus they a!so differ fro$

co$$ercia! banks by their broad!y decentra!ied> distribution net%ork> providing !oca!

and regiona! outreach and by their socia!!y responsib!e approach to business and society.

Building Societies and Lands Bans6 Institutions that conduct retai! banking.

*t%ical Bans6 Banks that prioritie the transparency of a!! operations and $ake on!y

%hat they consider to be socia!!y responsib!e invest$ents. - direct or internet on!y bank is a banking operation %ithout any physica! bank branches>

conceived and i$p!e$ented %ho!!y %ith net%orked co$puters.

2.- Baning Scenario in Banglades%

In *he arch 1+1 Bang!adesh %as a part of akistan kno%n as 8ast akistan. - nine $onth

!iberation %ar resu!ts in the creation of Bang!adesh on 1"th(ece$ber 1+1.-t the end of the

!iberation %ar> the banking sector of Bang!adesh as in tota!!y disarray.

=ith e9ception of t%o !oca! banks incorporated in the 8ast akistan> a!! the bigger !oca! banks

beca$e in operationa!. #iberation %ar !eft these banks divided and %ithout any corporate office

to guide their )ead office as !ocated outside Bang!adesh territory.

*he overseas banking re!ationships %ith these banks %ere a!so shattered under such situation.

*%o !oca! banks and a fe% branches of the then akistani banks %ere functioning in the country.

Starting %ith such a hu$b!e and chaotic condition> the banking sector of Bang!adesh has gro%n

to a great e9tent.

Banking is the backbone of nationa! econo$y. -!! sorts of econo$ic and financia! activities

revo!ve around the bank. -s the industry produces goods J co$$odities> bank creates J

contro!s $oneyF$arket and pro$otes for$ation of capita!. Banking is a po%erfu! $ediu$ to

bring socioFecono$ic changes in a deve!oping country !ike Bang!adesh. *hree i$portant sectors

!ike -gricu!ture> 6o$$erce and Industry provide the bu!k of the countryCs %ea!th. So the

nourish$ent of these sectors is on!y possib!e through satisfactory banking faci!ity. *he banking

service faci!itates the integration of these three.


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7or rapid econo$ic gro%th> a fu!!yFdeve!oped banking syste$ can provide the necessary boost.

Banks provide both short and !ong ter$ credits. *he custo$ers co$e fro$ a!! %a!ks of !ife> fro$

a s$a!! business to a $u!tiFnationa! corporation having its business activities a!! around the

%or!d. *he banks have to satisfy the reDuire$ents of different custo$ers be!onging to various

socia! groups. *he banking business has> therefore> beco$e co$p!e9 and reDuires specia!ied

ski!!s. It functions as cata!ytic agent for bringing about econo$ic> industria! gro%th and

prosperity of the country. -s a resu!t different types of banks have co$e into e9istence to suit

specific reDuire$ents. centra! bank regu!ates the activities of a!! other banks. In Bang!adesh> the ro!e of the

centra! bank is perfor$ed by Bang!adesh Bank.

*he private banks had concentrated their activities on!y in a fe% areas. *he ne% banks try to

share the $ost potentia! $arket> forcing others to face tougher co$petition. *his a!so restricts

2others to e9pand fast to cater for the banking needs of the peop!e in other areas. *he

Internationa! onetary 7und /I7 and *he =or!d Bank ear!ier asked the govern$ent to

reconsider its decision to per$it ne% banks %ithout restoring discip!ine in the sector> cripp!ed by

huge a$ount of bad debts.

2. Baning Structure in Banglades%

Banking syste$ of Bang!adesh co$prises of different types of bank and financia! institutions.

*he na$e of our centra! bank is &Bang!adesh Bank' it is the director and regu!ator of banking

syste$ of Bang!adesh. Banking structure in Bang!adesh is brief!y be!o%.

Bang!adesh Bank is the centra! bank of Bang!adesh .It is director of $oney $arket in

Bang!adesh. It regu!ates the activities of other banks of Bang!adesh through credit contro!>

e9change contro! etc.6o$$ercia! bank both the pub!ic and private sectors of co$$ercia! bank are active in

Bang!adesh. *here are 4 nationa!ied co$$ercia! banksF Sona!i Bank> 0anata Bank> -grani

Bank>


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In 1,3 priority gives on private sector of banking business. -s a resu!t t%o nationa!ie bank %as

handed over private sector> %hich are uba!i Bank> ?ttara Bank and no% go!ds$ith $oney!enders %ere the pri$ary bankerCs .(uring the ogha!

period banking and credit business %as enchanted rapid!y. *hen the agency house of jegth Seth

%as si$i!ar to the $erchant house of #oBB-rdy Street. In 1+@@ -( &)industan Bank' %as

estab!ished as the first joint stock bank. In 1+,4 &Benga! Bank' and in 1+," :enera! bank of

India %as !unched. *he both the bank abso!ved respective!y in 1+3 ad 1,32.

(uring the ear!y period of ineteenth century in 1,@" &Bank of Benga!' in 1,4@ &Bank of

BoBB-y' and in 1,43 &Bank of adras' %as estab!ished. *hese banks %ere ca!!ed residency

Bank. *hen in 12@ these three banks $erged to &I$peria! Bank of India'. In 14+ after the

separation bank business in our country faced a severe disaster as non us!i$ Bankers !eft to

India. *hen &


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2. 9ierarc%! 3nal!sis

-t present there are 51 schedu!ed banks operating a!! over the country. Out of these> are stateF

o%ned /inc!uding five specia!ied banks> 2 are private co$$ercia! banks and the rest 13

foreign co$$ercia! banks. rivate co$$ercia! banks are divided into three groups according to

their co$$ence$ent of business. *hey are fa$i!iar in the na$e of 1 stgeneration> 2nd generation

and 3rdgeneration banks.

1st;eneration Bans (*stablis%ed 142 *he 6ity Bank #td> 6o$$ercia! Bank #td> -B Bank #td> I7I6 Bank #td>

Is!a$i Bank Bang!adesh #td and -#FBaraka Bank #td.

2nd;eneration Bans (*stablis%ed 1442 66 Bank #td> Southeast Bank #td> (haka Bank #td> -! -rafah Is!a$i Bank

#td> Socia! Invest$ent Bank #td and (utchFBang!a Bank #td.

"rd;eneration Bans (*stablis%rd 1444 to $resents,6

ercanti!e Bank #td> Standard Bank #td> One Bank #td> 8KI Bank #td> re$ier Bank #td>

7irst Security Bank #td> Bank -sia #td> *he *rust Bank #td> 0a$una Bank #td> B Shahja!a! Is!a$i Bank #td.7ar$erCs Bank #td> odhu$othi Bank #td>


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1. 8ata Collection Process

*he data for the report %ere co!!ection fro$

1..1 Pri#ar! 8ata Sources6

Luestionnaire survey on 22 8$p!oyee of Sona!i Bank #i$ited at Migato!a branch.

otes taken fro$ day to day %orking.

*horough consu!ting %ith respective officers of the branch.

By observing various registers of the branch.

Sca!ing techniDues

Luestionnaire design

Sa$p!e design

(ata co!!ection /Survey

(ata Input

(ata -na!ysis.

a or 7indin s


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ractica! %ork e9posures on different desks of the branch.

6o!!ection of re!evant infor$ation fro$ various depart$ents.

1..2. Secondar! 8ata Sources6

-nnua! report of the Sona!i Bank#i$ited.

=ebsite of the Sona!i Bank #i$ited.

(ifferent pub!ications of the Sona!i Bank #i$ited. /2004=2010=2011,

*heoretica! books re!ating banking sector.

1./. 8ata 3nal!sis 5et%od

*o prepare this report data %ere ana!yed by using SSS /Statistica! ackage for Socia!Sciences %hich are presented e!aborate!y %ith nu$ber of charts in the ana!ysis part.

In ana!ying data here used si$p!e statistica! $ethod such as ca!cu!ating the ean va!ue>

Standard (eviation of the data. *he characteristics of the data are represented by these va!ues.

1.. 8ata Collection Tec%ni>ues

*he pri$ary data %as co!!ected through the Duestionnaire survey on 22 8$p!oyee Sona!i Bank

#i$ited at Migato!a branch. *he secondary data %as co!!ected through the %ebsites> ne%spapers

and $againes.

1.9. Target Population

*arget popu!ation is a!! 8$p!oyee N22 of :enera! Banking (epart$ent of SB# at Migato!a

branch.

1.10. Sampling Method

*he sa$p!e sie %as conducted 22 8$p!oyee of Sona!i Bank #i$ited at Migati!a Branch.


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1.11. Sample Size

*he sa$p!e sie of $y research %as 22 8$p!oyee.

1.12. Scaling Techniques

#iker sca!e has been used to get the responses fro$ the 8$p!oyee. I %ou!d !ike to kno% %hether

respondentsC are Strong!y (isagree /1> (isagree /2> eutra! /3> -gree /4> and Strong!y -gree

/5 %ith each state$ent. I have asked c!oseFended> short !ength and short ti$e Duestion to the

respondents.

1.13. Development o !"pothesis:

9168$p!oyee erfor$ance about the genera! banking activities depends on the tangibi!ity of

Sona!i Bank #i$ited at Migato!a branch

9268$p!oyee erfor$ance about the genera! banking activities depends on the re!iabi!ity of

Sona!i Bank #i$ited at Migato!a branch

9" 8$p!oyee erfor$ance about the genera! banking activities depends on the responsiveness

of Sona!i Bank #i$ited at Migato!a branch

9'68$p!oyee erfor$ance about the genera! banking activities depends on the assurance of

Sona!i Bank #i$ited at Migato!a branch.

9- 8$p!oyee erfor$ance about the genera! banking activities depends on the e$pathy of

Sona!i Bank #i$ited at Mihato!a branch.

968$p!oyee erfor$ance about the genera! banking activities depends on the attitude of Sona!i

Bank #i$ited at Migato!a branch.

9/68$p!oyee erfor$ance about the genera! banking activities depends on the product offering

of Sona!i Bank #i$ited at Migato!a branch.

9!$ot%esis Constructs O$erational

)1 8$p!oyee erfor$ance about

the genera! banking depends on the

tangibi!ity of Sona!i Bank #i$ited

at Migato!a branch.

1. SB# at 0igato!a branch has

$odern eDuip$ents.

2. SB# at 0igato!a branch is

%e!!Fdecorated.

3. BankCs e$p!oyees have

s$art appearance.

4. SB# at 0igato!a branch -6


18/48

*angibi!ity

faci!ities J !ight faci!ities

are very good.

5. -deDuate p!ace for custo$ers

is avai!ab!e at SB# 0igato!a

branch.)2 8$p!oyee erfor$ance about


re!iabi!ity of Sona!i Bank #i$ited

at Migato!a branch.


19/48

-ssurance

service %ere strict!y

$aintained.

)5 8$p!oyee erfor$ance about


e$pathy of Sona!i Bank #i$ited at

Migato!a branch.

8$pathy

1. Bank has convenient

operation hours.

2@. SB# at 0igato!a branch a!so

provides evening banking

services.

21. Bank responses the

custo$er individua!!y.22. Bank understands the

specific needs of the

custo$ers.

)" 8$p!oyee erfor$ance about


attitude of Sona!i Bank #i$ited at

Migato!a branch.

-ttitude

23. 8$p!oyeesC behavior is very

good

24. Migato!a BranchCs

e$p!oyees are high!y

responsive.

25. SB# at Migato!a branchstaffs are he!pfu!.


20/48

9/ 8$p!oyee erfor$ance about

the genera! banking activities

depends on the product offering of

Sona!i Bank #i$ited at Migato!a

branch.

roduct offering

2". Branch offers attractive

sche$es for custo$ers.

2+. *he branch offers high

interest rate on 7(< and

other sche$es.2,. Service charges and other

fees are affordab!e for the

c!ients.

2. SB# provides -* services

and that are !ocated in

convenient p!aces.3@. Branch provides agnetic

Ink 6haracter neutral /N3>


21/48

disagree/(N2> or strongl! disagree/S(N1 %ith each state$ent. !ease circ!e or tick

the nu$ber that represents your opinion $ost correct!y.

=ar$ up Luestions

Demographic Details o #mplo"ee$

1% &ge$

i 2@F3@ years ii 31F4@ years

iii 41F5@ years I above 5@ years

2) 'ender$

i a!e ii 7e$a!e

3% (evel o Stud"$

i )ones ii asters

iii S( iv Other

)% *esidential &rea +present%

i 0igato!a ii e%$arket iii i!khet

iv Shankar v @@@ *k. ii 11>@@@ *kF1,>@@@ *k.

iii 2@>@@@*kF25>@@@ *k. iv 3@>@@@ *kF35>@@@ *k.

v Other


22/48

Luestionnaire

5easure#ent scales S3 3 N 8 S8

@1 8$p!oyeesC have the %i!!ingness to he!p the custo$ers. 5 4 3 2 1

@2 8$p!oyees are high!y kno%!edgeab!e and ski!!ed. 5 4 3 2 1

@3 8$p!oyees are very friend!y and he!pfu!. 5 4 3 2 1

@4 8$p!oyee provides the services in due ti$e. 5 4 3 2 1

@5 8$p!oyee


23/48

1 Bank has convenient operation hours. 5 4 3 2 1

2@ SB# at Migato!a branch a!so provides evening banking services. 5 4 3 2 1

21 Bank responses the custo$er individua!!y. 5 4 3 2 1

22 Bank understands the specific needs of the custo$ers. 5 4 3 2 1

23 Bank sho%s interest in so!ving prob!e$. 5 4 3 2 1

24 Migato!a BranchCs e$p!oyees are high!y responsive. 5 4 3 2 1

25 SB# at Migato!a branch staffs are he!pfu! 5 4 3 2 1

2" Branch offers attractive sche$es for custo$ers. 5 4 3 2 1

2+ *he branch offers high interest rate on 7(< and other sche$es 5 4 3 2 1

2, Service charges and other fees are affordab!e for the c!ients 5 4 3 2 1

2 SB# provides -* services and that are !ocated in

convenient p!aces

5 4 3 2 1

3@ Branch provides agnetic Ink 6haracter


24/48

*here %ere so$e prob!e$s %hi!e the prepared report. - %ho!ehearted effort %as app!ied to $ake

the report and to bring a re!iab!e and fruitfu! resu!t. In spite of having the tota! effort> there e9ist

so$e !i$itations> %hich acted as a barrier to the report.

*he !i$itations are as fo!!o%s

*he report has been conducted %ithin a !i$ited ti$e fra$e.

Insufficiency of re!ated data.

-vai!ab!e recent data. /-nnu! report 2@11.

#ack of the !argest co$$ercia! bank in the country> %as estab!ished under Bang!adesh

Banks /ationa!iation Order 1+2 /residency Order o. 2" of 1+2. By taking over branches

of for$er ationa! Bank of akistan> Bank of Baha%a!pur #i$ited and re$ier Bank #td. %ere

t%o private banks perfor$ing c!ass banking over the century in that period and ationa! Bank of

akistan %as govern$ent supported bank> %hich %as estab!ished to finance the 0ute Sector in

8ast akistan in the ear!y period of akistan. -fter the birth of Bang!adesh on 1" th(ece$ber

1+1> ne%!y for$ed Sona!i Bank for $ass banking got specia! faci!ities fro$ the govern$ent to

%ork on beha!f of Bang!adesh Bank in those areas %here Bang!adesh Bank is not avai!ab!e. =ith

the increase of responsibi!ity and by virtue of perfor$ance %ithin a fe% years> it beco$es the

!argest co$$ercia! Bank of the country %ith 12@@ branches up to no%.


25/48

6ision $Socia!!y co$$itted !eading banking institution %ith g!oba! presence.

Mission $(edicated to e9tend a %ho!e range of Dua!ity products that support divergent needs of peop!e ai$ing at

enriching their !ives> creating va!ue for the stakeho!ders and contributing to%ards socioFecono$ic

deve!op$ent of the country.

5ur Slogan$

our trusted partner in innovating banking

5ur 7ore usiness$

Other Business;Services

Is!a$ic Banking Services

(eposit roducts

-!F=adeeah 6urrent -ccount/-=6-

udaraba Savings -ccount/S-

udaraba Specia! otice (eposit

udaraba *er$ (eposit

-ccount/*(-

udaraba )ajj Saving

6orporate

Banking

roject 7inance

S8 7inance


26/48

-ccount/S(- -ccount/)S-

Invest$ent roducts

BaiFurabaha

BaiFuajja!

BaiFSa!a$

BaiFIstisna

)air urchase ?nder

Shirkatu!e!k/)S

7orporate Proile o S($

a$e of the 6o$pany Sonali Ban Li#ited

6hair$an LuaiBaharu! Is!a$

68O and anaging (irector radip Eu$ar (utta

6o$pany Secretary Maheed)ossain

#ega! Status ub!ic #i$ited 6o$pany

:enesis 8$erged as ationa!ied 6o$$ercia! Bank in 1+2> fo!!o%ing the

Bang!adesh Bank /ationa!iation Order o. 1+2/O o.2" of 1+2

(ate of Incorporation @3 0une> 2@@+

(ate of endorHs -gree$ent 15 ove$ber> 2@@+

44 otijhee! 6o$$ercia! -rea> (haka> Bang!adesh

-uthoried 6apita! *aka 2@@@.@@ core


27/48

aidFup 6apita! *aka 1125.@@ core

u$ber of 8$p!oyee 21>,3

u$ber of Branches 12@@

honeF-BK 55@42"F31> 33> 34> 55224

7-K ,,F@2F5"141@> 552@@+

S=I7* BSOB(()

=ebsite %%%.sona!ibank.co$.bd

8F$ai! itdPsona!ibank.net.bd

58ectives o S($

SB# has so$e specific objectives. *hese objectives are as fo!!o%s

*o earn and $aintain 6-8#


28/48

*he $anage$ent of the bank is vested on a Board of (irectors> subject to overa!! supervision

and directions on po!icy $atters by the board> %hich is constituted in ter$s of Bang!adesh Bank

/ationa!iation Order 1+2. Board of (irectors> constituted by seven $e$bers> has authority to

organie> operate and $anage its affairs on co$$ercia! consideration %ithin the Board po!icy of

govern$ent. *here are directors appointed by the govern$ent. Others $e$bers of the Board

inc!uding ( are a!so govern$ent appointed out of that at !east three have the e9perience in the

fie!d of 7inance> Banking> *rade> 6o$$erce> Industry and -gricu!ture. *he $anaging director is

the 6hief 89ecutive of Bank. )e e9ecutes a!! the activities under the direction of Board. -!! !ine

and staff personne! of BankCs are o%n recruit$ent e9cept $e$ber of Board of (irectors.

5rganization$

Sona!i Bank is the !argest nationa!ied 6o$$ercia! Bank of the country. It has e9tended 12@@

branches throughout the country and abroad to serve the nation. *here are t%o> Sona!i 89change

6o$pany Incorporations /S86I in ?S- and others are in p!anning stage. *he )ead Office of the

bank is !ocated at otijhee! 6o$$ercia! -rea> (haka that is the contro!!ing )eadDuarter

()igure,. It has eight : offices in si9 (ivisiona! )eadDuarters and t%entyFsi9 rincipa! Offices

and thirtyFt%o


29/48

Q7igure 7unctiona! )ierarchyR

5rganogram$

Head Ofce

G.M. Ofce

Principal Ofce

Regional Ofce

Branch


30/48

Q7igure 7unctiona! )ierarchyR


31/48

[7igure 7unctiona! )ierarchyR


32/48

8e#ogra$%ics @ariables of t%e es$ondents$

*he nu$ber of tota! respondents is 4@ %ho are the custo$ers of :enera! Banking depart$ent of

Sona!i Bank #td at Migato!a branch. *he de$ographic variab!es of the respondents are presentedby Hie chartH. *o ana!ye the data I have used the SSS soft%are.

:raph @1

*he above ana!ysis sho%s that 35 of the c!ients of SB# Migato!a branch are of 2@F3@ years o!d>

1+.5@ of the c!ients are of 31F4@ years of age. *he percentage of the c!ients of 41F5@ years is

25 . On!y 22.5@ of our target respondents are above 45 years of age.

*ab!e @2

3ge

7reDuency ercent a!id ercent 6u$u!ative ercent

a!id 2@F3@years 14 35.@ 35.@ 35.@

31F4@years + 1+.5 1+.5 52.5

41F5@years 1@ 25.@ 25.@ ++.5

5@ years 22.5 22.5 1@@.@

*ota! 4@ 1@@.@ 1@@.@


33/48

;ender


a!id a!e 2@ 5@.@ 5@.@ 5@.@

7e$a!e 2@ 5@.@ 5@.@ 1@@.@

*ota! 4@ 1@@.@ 1@@.@

:raph @2

*he above ana!ysis sho%s thata$ong 4@ respondents 5@ are $a!e c!ients and the rest 5@ are

fe$a!e.

*ab!e @3


34/48

Occu$ation

7reDuency ercent a!id ercent

6u$u!ative

ercent

a!id student 1@ 25.@ 25.@ 25.@

service ho!ders , 2@.@ 2@.@ 45.@

Business $an + 1+.5 1+.5 "2.5

)ouse%ife 22.5 22.5 ,5.@

5 " 15.@ 15.@ 1@@.@

*ota! 4@ 1@@.@ 1@@.@

:raph @3

*he above ana!ysis sho%s that 25 of the c!ients of SB# Migato!a branch are student> 2@ of

the c!ients are service ho!ders> and 1+.5@ of the c!ients are business $an. *he percentage of

the c!ients of house %ife is 22.5@ . On!y 15 of our target respondents are others.

*ab!e @4


35/48

esidential 3rea ($resent,


a!id Migato!a2@ 5@.@ 5@.@ 5@.@

i!khet 1 2.5 2.5 52.5

Shankar 3 +.5 +.5 "@.@


36/48

9ow #an! accounts do !ou %ave in SBL at Aigatola Branc%


a!id one 2@ 5@.@ 5@.@ 5@.@

*%o 14 35.@ 35.@ ,5.@

*hree 4 1@.@ 1@.@ 5.@

-bove 7our 2 5.@ 5.@ 1@@.@

*ota! 4@ 1@@.@ 1@@.@

:raph @5

*he above ana!ysis sho%s that 5@ of the c!ients of SB# Migato!a branch have on!y one

account> 35 of the c!ients have t%o accounts> and 1@ of the c!ients have three accounts>

others has above 5 .

*ab!e @"


37/48

9ow long %ave !ou been taing services fro# Aigatola Branc% of Sonali Ban Li#ited


a!id 2 years 14 35.@ 35.@ 35.@

3 years , 2@.@ 2@.@ 55.@

4 years " 15.@ 15.@ +@.@

5 years 12 3@.@ 3@.@ 1@@.@

*ota! 4@ 1@@.@ 1@@.@

:raph @"

*he above ana!ysis sho%s that $ost of the respondents are taking services fro$ the bank for five

years. *hey are 3@ of the tota! respondents. 15 > 2@ and 35 of the respondents are taking

services for four year> three years and t%o years respective!y.

*ab!e @+


38/48

5ont%l! Transactional 3#ount

7reDuency ercent a!id ercent

6u$u!ative

ercent

a!id 1@@@@ *E " 15.@ 15.@ 15.@

11@@@F3@@@@ *E 1, 45.@ 45.@ "@.@

31@@@F5@@@@ *E , 2@.@ 2@.@ ,@.@

51@@@F+@@@@ *E 2 5.@ 5.@ ,5.@

+1@@@ F@@@@*E 1 2.5 2.5 ,+.5

1@@@ *E 5 12.5 12.5 1@@.@

*ota! 4@ 1@@.@ 1@@.@

:raph @+

*he above ana!ysis sho%s that $onth!y transactiona! a$ount 1@@@ tk. and percentage of such

respondentsC is 12.5> 2.5 respondents and 5 said their transactiona! a$ount is bet%een

+1@@@F@@@@ tk. and 51@@@F+@@@@ tk. *he highest $onth!y transactiona! a$ount is

bet%een11@@@F 3@@@@tk. and percentage of such respondentsC is 45 .

8escri$tive statistics6*ab!e sho%s that descriptive statistics of the research.


39/48

8escri$tive Statistics

ean Std. (eviat

SB# at Migato!a branch has $odern eDuip$ents 22 2.35@@ .,2

SB# at Migato!a branch is %e!!Fdecorated. 222.4@@@ .+++

BankCs e$p!oyees have s$art appearance. 22 3.1+5@ 1.@@

SB# at Migato!a branch -6 faci!ities J !ight faci!ities are very good. 222.525@ 1.32@

-deDuate p!ace for custo$ers is avai!ab!e at SB# Migato!a branch. 22 2.,@@@ .,,2

Bank sho%s interest in so!ving prob!e$. 223.55@@ .,45

Bank gives pro$pt services to custo$ers. 223.525@ .,4"

Bank $aintains the accuracy of transaction records. 223.@@@ .@@

6usto$er privacy is kept proper!y by SB# at Migato!a branch 223.+@@@ 1.114

Bank te!!s custo$ers e9act!y %hen services %i!! be provided. 222.@@@ 1.14

SB# provides -* services and these are !ocated in convenient p!aces. 221.@25@ .15

8$p!oyeesC have the %i!!ingness to he!p the custo$ers. 223.55@@ .,+5

8$p!oyees are high!y kno%!edgeab!e and ski!!ed. 223.,25@ .@2

8$p!oyees are very friend!y and he!pfu!. 22 3.5@@@ 1.1,

Bank provides the services in due ti$e. 22 3.25@ .+2

SB# -ccount opening procedure is easy. 223."+5@ .+

*he service charges and fees are affordab!e. 223.5+5@ .3@


40/48

If the $ean va!ues are above 3.5 and the standard deviation va!ues are !ess than 1 those variab!es

are ho!ding positive perception by the custo$ers. On the other hand if the $ean va!ues are be!o%

3.5 and the standard deviation va!ues are !ess than 1 those variab!es are ho!ding negative

perception by the custo$ers.

T%e variables are as follows6

SB# at Migato!a branch has $odern eDuip$entCs %here $ean va!ue is 2.35@@and stand

deviation is .,2.

SB# at Migato!a branch is %e!!Fdecorated %here $ean va!ue is 2.4@@@and standard deviation

+++@.

BankCs e$p!oyees have s$art appearance %here $ean va!ue is 3.1+5@@and standard deviati

is 1.@@,.

SB# at Migato!a branch -6 faci!ities J !ight faci!ities are very good %here $ean va!ue

2.525@and standard deviation is 1.32@21.

-deDuate p!ace for custo$ers is avai!ab!e at SB# Migato!a branch %here $ean va!ue

2.,@@@and standard deviation is .,,2,.

Bank sho%s interest in so!ving prob!e$ %here $ean va!ue is 3.55@@and standard deviation i

,45,@.

Bank gives pro$pt services to custo$ers %here $ean va!ue is 3.525@and standard deviation

,4"4.

Bank $aintains the accuracy of transaction records %here $ean va!ue is 3.@@@and standa

deviation is .@@14.

6usto$er privacy is kept proper!y by SB# at Migato!a branch %here $ean va!ue is 3.+@@@a

standard deviation is 1.114@1.

Bank te!!s custo$ers e9act!y %hen services %i!! be provided %here $ean va!ue is 2.@@@a

standard deviation is 1.14@@.

SB# provides -* services and these are !ocated in convenient p!aces %here $ean va!ue

1.@25@and standard deviation is .15,11.


41/48


deviation is .,2.

8$p!oyeesC have the %i!!ingness to he!p the custo$ers %here $ean va!ue is 3.55@@a

standard deviation is .,+5"@.

8$p!oyees are high!y kno%!edgeab!e and ski!!ed %here $ean va!ue is 3.,25@and stand

deviation is .@2"3.

8$p!oyees are very friend!y and he!pfu! %here $ean va!ue is 3.5@@@ and standard deviation

1.1,2.

Bank provides the services in due ti$e %here $ean va!ue is 3.25@and standard deviation

+2,".

SB# -ccount opening procedure is easy %here $ean va!ue is 3."+5@and standard deviation

+1@". *he service charges and fees are affordab!e %here $ean va!ue is 3.5+5@and standard deviati

is .3@"@.


42/48


deviation is .,2.

*he branch offers high interest rate on 7(< and other sche$es %here $ean va!ue is 3.1+5@a

standard deviation is 1.1@",@.

Service charges and other fees are affordab!e for the c!ients %here $ean va!ue is 3.2@@@a

standard deviation is 1.@@+5.

Branch provides agnetic Ink 6haracter


43/48

S7OT 3nal!sis6

8ach J every organiation shou!d be a%are of their strengths> %eaknesses> opportunities and

threats. *his ana!ysis is kno%n as S7OT anal!sis. S7OT anal!sise9p!ains in t%o broad %ays

on vie%ed of organiations environ$ent. *hese are

3,.nternal #nvironment &nal"sis$It inc!udes

Strength

=eakness

B,.#:ternal #nvironment &nal"sis6 It inc!udes

Opportunity and

*hreats

S7OT 3nal!sis Sonali ban view6

(uring $y internship period in Sona!i bank> I have found so$e aspects re!ating to the BankHs

strength> opportunity> %eakness and threats> %hich are $ore or !ess. I think affecting the BankHs

perfor$ance in tota! %hich are given be!o%

Strengths$

-s a !argest bank> it has Dua!ified> professiona! and e9perienced $anpo%er.

Structura! setFup J business !ocation is Strategic.

Sona!i bank assets position is Duite satisfactory J no% there is no fund crisis.

Sona!i bank has reDuisite strength and opportunity to sustain the cha!!enge of the $arket

econo$y.

Being a nationa!ied banking organiation> it a!%ays get govt. support in a!! of its

operations and ne% projects if is viab!e.

7irst strength is itCs !ocated in a pri$e !ocation.

8$p!oyees are a%are about their service.

=ide branch net%ork a$ong the third generation bank.

89perienced $anage$ent.


44/48

;eanesses$

In Sona!i bank> arises prob!e$ of $anpo%er because of there is no ne% recruit$ent for a

!ong period.

#ack of $otivation for the %orkers J !o% sa!ary structure.

training> and job ration

5pportunities$

89pansion of ne% area of invest$ent.

-!! out efforts for deposit $obi!iation.

In case of fund crisis Sona!i Bank gets govt. support as it is a govt. o%ned concern.

?ndertake needFbased training progra$ J fu!! co$puteriation of bankHs activities.

ost of the custo$ers have transaction %ith this bank t%o years J above.

Scope of the $arket penetration through diversified products and services.

-!! e$p!oyees are $asters co$p!eted.

e% e$erging banks %ith dyna$ic custo$er service care.

*he abi!ity to obtain a !arger custo$er base.

Threats$

7acing a great co$petition %ith other co$$ercia! banks and financia! institutions.

Introduction of certain harder banking ru!es and regu!ation.

Increased co$petition in the bank $arket.

6o$petition %ith internationa! bank due to !iberation of do$estic $arket.

8cono$ic uncertainty in g!oba! $arket.

#ike!y entry of potent ne% co$petitors.

6usto$ers are de$anding higher rate of return against their deposits.


45/48

Ma8or %hich are e9pressed as $ajor findings.

*he conversations %ith the Sona!i bank officia!s are very significant for the findings.

*here is a training institution and a hu$an resource division of Sona!i bank to run the

activities of hu$an resources.

*he co$$unication of Sona!i Bank is open and free. Sona!i Bank uses notice board>

$againe> ne%s!etters> the suggestion progra$s etc as a $ethod of co$$unication.

It uses pay> financia! incentives> f!e9ib!e %orking hours> %ork sharing> pro$otions> giving

responsibi!ities> autono$y and decision as a $ethod of $otivating e$p!oyees.

It provides co$pensation according to the govern$ent pay sca!e.

It has a better !abor $anage$ent re!ationship.

Sona!i Bank describes the duties and responsibi!ities of the depart$ent and the

depart$ent describes the duties and responsibi!ities of the sections of the depart$ent.

So$eti$es pressure groups are invo!ved in sanctioning !oan.

?nstab!e po!icy of the govern$ent due to po!itica! changes over ti$e.

)ighFeducated personne! are in the $anage$ent.

*here are so$e fringe benefits to the e$p!oyees %ith cash benefit.

Socia! benefits are high fro$ the banks to the peop!e in various %ays such as

infrastructure faci!ities> security etc.

:iving advice about the projects function for their future success.


46/48

7onclusions$

In conc!usion I %ou!d !ike to say the study that I have done on Employee performance

Satisfaction of Sona!i Bank #i$ited at Migato!a Branch' is a co$bination of sincerity>

dutifu!ness> perfor$ance and study. It reDuires $e to %ork on papers> custo$ers and officia!s as

%e!!.

Sona!i Bank is the !argest co$$ercia! bank as %e!! as the !argest e$p!oyer in both the pub!ic and

private sector in Bang!adesh. *he bank is p!aying an i$portant ro!e in the socioFecono$ic

deve!op$ent through the deve!op$ent of industria! sector. *he bank provides a!! the

conventiona! banking service as %e!! as so$e specia!ied financing activities to the econo$y. In

fine %e can say the profitabi!ity of the bank %as co$parative!y satisfactory because the

f!uctuation is not high!y significant. -gain so$e ne% branches %ere opened during the study

period. So as ne% bank its perfor$ance is Duite satisfactory. 7ina!!y %e can say if the bank

contro!s its e9penses and takes proper steps to overco$e its !itt!e !i$itation> it %i!! beco$e a first

ro%s bank of Bang!adesh.

I a!so e9perienced so$e practica! situation prob!e$ %hi!e doing survey. =ith a bu!k of Dua!ified

and e9perienced hu$an resource> Sona!i Bank #i$ited can use any opportunity in the banking

sector. It understands the needs of the 8$p!oyeeperfor$anceand thus it understands the needs of

the nation. But it is very unfortunate that for $any reasons Sona!i Bank #i$ited has not been

ab!e to $ake the Employee performancefu!!y satisfied.


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*ecommendations$

*his report %as based on ana!ying the 8$p!oyee perfor$ance of Sona!i Bank #td. at Migato!a

branch. *he bank shou!d focus on these for the better$ent of the bank and for increasing

custo$er. *he reco$$endations are as fo!!o%ing be!!o%

Tangibles6 -nd a!so other variab!es are corre!ated %ith each other> if one variab!e

changes> then auto$atica!!y other variab!e %i!! be changed. *he satisfaction and physica!

a$enities variab!e are corre!ated. So if the bank sustains physica! abi!ities !eve! such as

keep a good banking environ$ent> use $odern eDuip$ent> etc. keeps transactiona! record

correct!y> and c!ients fee! safe in transaction %ith this branch then it %i!! auto$atica!!y

i$prove the re!iabi!ity of the bank.

8evelo$ing reliabilit!6 the bank shou!d high!y focus or deve!op the

re!iabi!ity.

I#$roving res$onsiveness6 Since responsiveness and re!iabi!ity variab!e are corre!ated.

So> if the bank i$proves the responsiveness !eve! such as provide service pro$pt!y>

provide ti$e!y feedback to custo$ers> rep!ies on phone ca!!s> responsive to custo$er

needs> set appoint$ent Duick!y %ith the right person %hen c!ients face prob!e$ then it

%i!! auto$atica!!y i$prove the re!iabi!ity of the branch.

*#$at%!6So> if the bank i$proves the 8$pathy !eve! such as the convenient transaction

hour is a!%ays good> 8$p!oyees are trustfu! and re!iab!e> the and the bank is a!%ays trust%orthy fro$ a!! aspect> then it %i!!

auto$atica!!y i$prove the custo$erCs satisfaction of the bank.

-!! of the observation the bank shou!d $aintain their a!! co$$it$ent> provide pro$pt service>

fo!!o% the banking ru!es and regu!ation those are positive perception by custo$er and avoid

so$e bed activities that negative perception by the custo$er than the 8$p!oyee %i!! be satisfied.


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eference6

Severa! Book!ets of Sona!i bank.

Severa! e%s!etters of Sona!i bank.

%%%.sona!ibank.co$.bd

Sona!i Bank #td 8$p!oyee *raining anua!s

)igher rincipa! Of Banking T(r. -. < Ehan

Internship

fereign exchange of shahjalal bank limited

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