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    Chapter # 1

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    01.01. Origin of the Report

    As a part of the Dissertation Program of Bachelor of Business Administration (B.B.A)

    course requirement, I was assigned to do my thesis at popularly known as Agrani Bank

    Limited for the period of 3 months starting from April 01, 2013 as a thesis. The name of

    the report is The General Banking Behavior of Agrani Banks Client. A Study on

    Agrani Bank Limited which was assigned by Bankim Chandra Sarker Lecturer of

    Bangladesh University of Business & Technology (BUBT) also approved the project and

    authorized me to prepare this report.

    01.02. Objectives of the Report

    The principal intent of this report is to examine general Banking behaviors of AgraniBank Limited clients. The secondary objectives are:

    1. To know about the background of Agrani Bank Limited.

    2. To know about the General Banking Systems of ABL.

    3. To analyze and find out the attitude, motives and behaviors of General Banking

    Clients Of Agrani Bank Limited.

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    01.03. Scope of the Report

    Agrani Bank Limited is one of the old generation banks in Bangladesh . The scope of the

    study is limited to the Clients of General Banking and their attitude, motives and way of

    behaving regarding the services of the bank. The Research is conducted based on the

    clients behaviors of Amin Court Corporate Branch, Dhaka of Agrani Bank Limited.

    01.04. Methodology

    To proceed in preparing the term paper I have collected the required data from both

    primary and secondary sources.

    01.04. 01. Selection of the topic

    During my internship in ABL I Had practical experience on General Banking and also

    had the opportunity to work with different types of clients and I tried to understand and

    analyze different behaviors of clients based on demographic, psychographic patterns. It

    was an opportunity to apply my academic courses knowledge with practical job

    experience. This topic was approved by Mr. Bankim Chandra Sarker , lecturer,

    department of business administration, Bangladesh University of Business & Technology


    01.04.02. Data Sources

    Two types of data are used to prepare the report, which are primary and secondary data.

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    01.04.02. (A) Primary Sources:

    Primary sources of the data collections were----

    * Direct observations.

    * Work experience in the Amin court corporate branch as an intern.

    * Face-to-Face communication with the clients.

    01.04.02. (B) Secondary Sources:

    Required information or data were collected mainly from the secondary sources.

    The sources are:

    * Annual reports of the Bank

    *Articles related to Agrani Bank in different journals and magazines.

    * Websites and other electronic medias

    01.04.03. Sample Size:

    As my study area was limited within a Branch so the sample size was small

    because I have to conduct this through direct interviews with the clients of this

    particular branch. The total number of General Banking clients was

    approximately 2000 (population) and the sample size was 05% or 100 clients.

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    01.04.04. Sample Technique:

    As was doing my internship it was easy to communicate with the clients who

    visited our branch more frequently. So convenience sampling technique is

    used to reach those 100 clients and data is collected through direct observation

    of the General Banking Clients.

    01.05. Limitation of the Report

    * The main constraints of the study are inadequate access to information, which

    has hampered the scope of analysis required for the study.

    * Necessary data is not available in bank website.* Though the officials tried to assist, sometimes their working pressure couldnt

    give me proper assistance what I needed.

    * The clients were reluctant to give all the necessary data and information about

    their expectations, attitude of the employees and overall banking environment of

    the bank.

    * The required time to conduct this study empirically was not sufficient.

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    Chapter #


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    02.01. History of Agrani Bank Limited

    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 AgraniBank 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


    02.02. Mission of ABL

    Its mission is to build Agrani bank limited into an efficient, market driven, customer

    focused institution with good corporate governance structure. Continuous improvements

    in its business policies and procedures and cost reduction through integration of

    technology at all level.

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    02.03. Vision of ABL

    To be the best private Commercial Bank in Bangladesh in term of efficiency, capital

    adequacy, asset quality, sound management and profitability having strong liquidity.

    02.04. Objective of ABL

    The objective of the Agrani Bank Limited is specific and targeted to its vision and to

    position itself in the mindset of the people as a bank with difference. The objectives of

    the Agrani Bank Limited are as follows:

    To mobilize the savings and channeling it out as loan or advance as the company


    To establish, maintain, carry on, transact and undertake all kinds of investment and

    financial business including underwriting, managing and distributing the issue of

    stocks, debentures, and other securities.

    To finance the international trade both in import and export.

    To carry on the foreign exchange business, including buying and selling of foreign

    currency, travelers cheques issuing, international credit card issuance etc.

    To develop the standard of living of the limited income group by providing

    Consumer Credit.

    To finance the industry, trade and commerce in both the conventional way and by

    offering customer friendly credit service.

    To encourage the new entrepreneurs for investment and thus to develop the countrys

    industry sector and contribute to the economic development.

    02.05. Organiation Structures

    A corporate body conducts a meeting on a weekly basis; the committee is called the

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    Executive Committee. The committee includes Chairman, Vice Chairman, and the group

    of Directors, Managing Director (MD), Deputy Managing Director (DMD), and

    Company Secretary. This Like all the other local banks, Agrani Bank Limited has a

    conventional organizational structure. Executive committee approves the various

    proposals brought by the management prior to implementation. All the proposals are

    placed to the committee through the Managing Director of the Bank.

    A number of top executives work under the DMD; they are 5 Senior Executive Vice

    Presidents, 5 Executive Vice Presidents, 4 Senior Vice Presidents, and 8 Vice Presidents.

    The proposals are initiated by the mid level managers and then forwarded to the

    Managing Director through the Head of Branches or the head of the divisions. The Bank

    has also a legal advisor (an advisor firm) to solve the legal problems and issues faced bythe bank.

    02.06. Hierarchy of Agrani Bank Ltd.

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    02.07. Management of ABL

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    For any financial and non financial organization Management is the most valuable and important

    resources of any kind of organization. And a well-organize management provides the organization to

    reach its ultimate goal. Management means planning, organizing, staffing, directing and controlling of

    all financial and non financial resources of an organization. Different aspects of management practice in

    Agrani Bank Limited are discussed below.


    Agrani Bank Limited has done its planning within the purview of the corporate plan. The

    overall planning approach of Agrani Bank Limited is Top-down. Each branch can plan

    according to the goal imposed by the corporate level. It doesnt plan independently. And,

    Agrani Bank Limited has a planning division. This department is mainly responsible for

    the overall planning.


    Agrani Bank Limited is organized as per the existing business locations. It has 867

    branches, each of which is a separate entity. Each unit is responsible for its own

    performance and a senior Vice President (SVP) followed by Managers each. He is

    directly responsible for performance of their unit. Within each branch it is organized



    The recruitment of Agrani Bank Limited is done in two ways. One as a probationary

    officer for the management program and it has probation period of one year. Another

    one is non-management level as Trainee Officer Probationary officer is recruited in

    officer category and their career path is headed towards different managerial jobs.

    Directing and Controlling:

    The management approach in Agrani Bank Limited is top-down or authoritative.

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    Information just seeks through lower management layer. Works are designed in such a

    way that cannot leave without clearing the tasks as he is assigned for a day. Setting

    Management in all office is done in way that the superior can monitor the subordinate can

    all time. Budgeting, rewarding, punishing etc. are also practiced as control mechanism.

    Human resource practices in Agrani Bank Limited:

    Employees are the core resources of any organization. Without them, one cannot run their

    organization. And, human resource is concerned with the growth and development of

    people toward higher level of competency, creativity and fulfillment. It help employees

    become better more responsible person and then it tries to create a climate in which they

    contribute to the limits of their improved abilities. It assumes that expanded capabilitiesand opportunities for people will lead directly to improvements in operating

    effectiveness. Essentially, the human resource approach means that people achieve better



    The set-vice rule of Agrani Bank Limited states the recruitment policy of the bank. In

    general the board of directors determines the recruitment policy of bank from time to

    time. The minimum entry level qualification for any official position other than

    supportive management is a Bachelors degree. However, informally the management

    prefers a minimum masters degree for the appointed of probationary officers in the

    Executive officer position. The recruitment for entry level positions begins with a formal

    written test which is conducted and supervised by the Institute of Business

    Administration, University of Dhaka. After successful completion of the written test, a

    personal interview is conducted for the successful candidates by a panel of experts

    comprising of renowned and prominent bankers of the country.

    02. 08. SWOT analysis of Agrani Bank Limited:

    The following table can be used to see the Strengths, Weaknesses, Opportunities and

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    Threats of Agrani Bank Limited, at a glance.


    Sound profitability and growth with good internal capital generation

    Experienced and efficient management team and human resource

    Recruitment of brilliant MBAs, BIBMs, BBAs

    Quality products and services

    Better infrastructural facilities and friendly corporate culture

    Already established Company reputation and goodwill as a leading Bank

    Long historical banking experience in the region.

    Strong Financial Position

    Excellent advertising efforts.

    Motivated young people with strong commitment.

    Customer loyalty.

    Welfare for the society

    Strong image and good reputation.

    Always consumer focus.

    Clear vision.

    Better location of the branch

    Highly motivated and pro-active team of employees.

    High quality transaction processing across the Group.

    Focused and detailed marketing plan with prior concurrence from

    Credit Management.

    Full-fledged back up data center support.

    Efficient Management


    High concentration on fixed deposits and large-scale loans

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    Marginal capital adequacy

    Lack of adequate marketing (advertising and promotion) effort

    Lack of full scale automation

    Smaller number of branches in Bangladesh in comparison with the major

    competitors likes Agrani Bank Ltd.

    Lack of proper motivation, training and job rotation

    Customer service booths are not available.

    Poor waiting arrangements at Motijheel branch leads to customer discomfort.

    Not flexible. Very compliant to rules and regulations.

    Some lack of experience and motivation at mid-level management...