LETTER OF TRANSMITTAL

15 February, 2015

ToThe Controller of ExaminationNational UniversityGazipur, Bangladesh

Subject: Submission of Internship Report on “Customer Satisfaction of Agrani Bank Limited, Kurmitola Branch”.

Dear Sir,

Here is my internship report on “Customer Satisfaction of Agrani Bank Limited, Kurmitola Branch”. While preparing this report, I have tried my best to follow the instructions that you have given me. This report is prepared for the fulfillment the requirement of the BBA Program.

The entire report is based on my practical experience in bank. I have furnished all the things what I have learnt during the internship program at Kurmitola, Dhaka Cantonment, Dhaka.

I shall be highly encouraged if you are kind enough to receive this report.

Sincerely Yours,

................................Mohammad Tareq HosainExamination Roll: 1061735Registration No: 1068006Session: 2009-2010

Major in MarketingDepartment of Business AdministrationAdamjee Cantonment College.

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ACKNOWLEDGEMENT

It was a great pleasure to prepare Internship Report on the various aspect of banking

activities focusing “Customer Satisfaction of Agrani Bank Limited, Kurmitola

Branch” operated by Agrani Bank Limited (ABL). I would like to thank and convey my

gratitude to honorable Supervisor, Md. Anwar Hossain, Assistant Professor of

Department of Marketing, University of Dhaka for letting me to prepare this report. I

would also like to express my sincere appreciation to him for his wholehearted support

and guidance.

I would also like express my gratitude to Ms. Shireen Akter, Manager and Foysal

Ahmed, assistant manager of Agrani Bank Limited, Kurmitola Branch. I am also

grateful to other personnel of this branch. They tried their best to manage their valuable

time for me in furnishing information, as well as gave me suggestion to conduct the

study. Thank goes to all the employees of Kurmitola Branch, who have given their

opinion, information and suggestion for the completion of the report. Thank also goes to

all of those who gave their valuable time by providing help and information to me.

Mohammad Tareq HosainExamination Roll: 1061735Registration No: 1068006Session: 2009-2010

Major in MarketingDepartment of Business AdministrationAdamjee Cantonment College.

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EXECUTIVE SUMMARY

Commercial banks are one of the key contributors in the economy of developing

countries. They act as financial intermediaries by performing the function of mobilizing

the funds from one group and lending the same to another while making a reasonable

amount of profit after meeting the cost of fund. People and government itself are very

much dependent on the services provided by the 68 banks in the financial market. To

know how well commercial banks perform actually, a case study on Kurmitola Branch of

Agrani Bank Limited is being taken.

Agrani Bank, a nationalized commercial bank (NCB) of Bangladesh established on 26

March 1972 under the Bangladesh Banks (Nationalization) Order 1972 by taking over

two abandoned Pakistani banks - Habib Bank. Agrani Bank Limited, a leading

commercial bank with 867 outlets strategically located in almost all the commercial areas

throughout Bangladesh, overseas Exchange Houses and hundreds of overseas

Correspondents, came into being as a Public Limited Company on May 17, 2007 with a

view to take over the business, assets, liabilities, rights and obligations of the Agrani

Bank which emerged as a nationalized commercial bank in 1972 immediately after the

emergence of Bangladesh as an independent state. Agrani Bank Limited started

functioning as a going concern basis through a Vendors Agreement signed between the

ministry of finance, Government of the People's Republic of Bangladesh on behalf of the

former Agrani Bank and the Board of Directors of Agrani Bank Limited on November

15, 2007 with retrospective effect from 01 July, 2007.

Agrani Bank Limited is governed by a Board of Directors consisting of 13 (thirteen)

members headed by a chairman. The Bank is headed by the Managing Director & Chief

Executive Officer; Managing Director is assisted by Deputy Managing Directors and

General Managers. The bank has 7 Circle offices, 30 Divisions in head office, 52 zonal

offices and 867 branches including 10 corporate and 40 AD( authorized dealer) branches.

The corporate and AD branches are authorized to deal in Foreign exchange business.

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Agrani Bank, which initially emerged as a Nationalized Commercial Bank (NCB) in

1972(present’s Order No. 26 of 1972), has now become a State Owned Commercial Bank

(SCB) though a vendor’s agreement dated 15 November 2007.

Agrani Bank Limited is a highly Capitalized bank with an Authorized and Paid up

Capital of TK 2700 Crore and TK 998 Crore respectively in 2013. The total equity of the

bank is TK 2600 Crore and the total Deposits TK 29643 Crore and Reserve & Retained

Earnings TK 1614 Crore in 2013. Agrani Bank Limited has 14890 employees and 957

Branches in the whole Bangladesh and Agrani Bank Limited has 07 subsidiary

Companies.

Remittance and Loan management department plays significant roles through providing

different services for the customers. Remittance and Loan management is the main

business of the bank. There are lots of remittance comes from the aboard by the

bank .without these services the bank has exchange houses to outside of the country.

Agrani Bank Limited is committed to provide high quality financial services/products to

contribute to the growth of GDP of the country through stimulating trade and commerce,

accelerating the pace of industrialization, boosting up export, creating employee

opportunity for the educated youth, poverty alleviation, raising standard of living of

limited income group and overall sustainable socio-economic development of the

country.

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STUDENT’S DECLARATION

I, Mohammad Tareq Hosain, hereby declare that the presented report of internship

titled “Customer Satisfaction of Agrani Bank Limited, Kurmitola Branch” is uniquely prepared by me after the completion of three month’s work in Kurmitola Branch of Agrani Bank Limited.

I also confirm that, the report is only prepared for my academic requirement not for any other purpose. It might not be used with the interest of opposite party of the corporation.

I further undertake to indemnify the development against any loss or damage arising from breach of the foregoing obligations.

Mohammad Tareq HosainExamination Roll: 1061735Registration No: 1068006Session: 2009-2010

Major in MarketingDepartment of Business Administration

Adamjee Cantonment College.

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SUPERVISOR’S CERTIFICATE

This is to certify that the Internship Report on “Customer Satisfaction of Agrani Bank Limited, Kurmitola Branch” in the bona fide record at the report is done by

Mohammad Tareq Hosain [Session: 2009-2010, Roll No. (NU)- 1061735, Registration No. : 1068006] as a partial fulfillment of Bachelor of Business

Administration (BBA) degree from National University.

The report has been prepared under my guidance and is a record of the bona fide work carried out successfully.

Md. Anwar Hossain Assistant Professor Department of Marketing University of Dhaka.

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TO WHOM IT MAY CONCERN

This is to certify that Mohammad Tareq Hosain has successfully completed his

Internship from 17 December, 2014 to 17 March, 2015 at our branch.

During his Internship period he has shown great enthusiasm, sincerity and dynamic to his

assignment. I am pleased to state that he is punctual, hard worker and quick learner.

I wish him every success in life.

Thank you.

……………………………….

Shireen Akter Manager

Agrani Bank Limited

Kurmitola BranchDhaka Cantonment, Dhaka.

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