1.1 Background of the Study:

Bank is that financial institution which bridge between surplus group and deficit group. This is the sector that can help in achieving economic growth of any nation. Banking is one of the most competitive sectors in Bangladesh. Banking industry has a huge growth during last decades. It is very difficult to capture a large market share because of huge competition. Moreover it is totally service based industry. So no one can deny the importance of customer service to gain competitive advantage in banking industry and customer satisfaction is an important dimension for performance measurement. As most of the banks offer similar products and services, improving customer satisfaction has become the crucial point to gain and increase market share.The Prime Bank being the first privet sector bank is always one step ahead of the other competitors in serving the customer and satisfying them. Its goal is to meet customers’ expectation through offering better services.

1.2 Origin of the report:

This report is prepared as a compulsory part of BBA program of School of Business, Sylhet International University, Sylhet. The main objective was to translate theoretical knowledge into on the job situation. After completion of academic courses of BBA program I was placed at Prime bank ltd., Subid Bazar Branch, Svlhet as an intern.This report covers the topic “General Banking of Prime Bank Ltd., Snbid Bazar Branch, Sylhet. During this internship period I learned how the host organization works with the help of the internal supervisor. On the basis of working experience for this period I have prepared this report and I have tried my best to relate the theoretical knowledge with the practical work situation.

1.3 Scope of the Study:

The study is about Prime Bank Limited, it is a famous commercial bank and it has 111 branches all over the Bangladesh. So the overall scope of the report should be around all the branches of the bank. But my scope was limited because I am appointed by the authority in Subid Bazar Branch of that particular bank. So I had the opportunity to work at that branch only.

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1.4 Objectives of the study:

Primary Objective

To fulfill the requirement of BBA program containing three months internship and gain practical experience.

Secondary Objectives

1) To know about Prime Bank Limited and to observe and understand the activities of customer service department.

2) To assess the quality and quantity of various service at Prime Bank Limited.

3) To identify the customer perception towards the customer services of Prime Bank Limited.

4) To identify problems in providing customer service.

5) To acquire the practical knowledge of the banking activities.

6) To know the mission, vision, objectives and strategies of the organization.

7) To know the organizational major functions descriptions of its business and detailed descriptions of various functional departments.

8) To explore the effectiveness of the products and services offered by Bank Asia.

1.5 Methodology of the study:

To prepare the report on “General Banking of “Prime Bank Ltd.”, I have to collect both primary and secondary data. The primary sources of my report are-face to face conversation with the officers of Bank Asia, customers & expert opinion. The secondary sources are-file record study, annual report of “Prime Bank Ltd.” and other sample banks, journals, websites etc.

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1.6 Limitations :

Time Limitation:

The duration of the internship was only three months. This time is not sufficient to understand a broad sector like banking. So many aspects could not be attached at this report only because of shortage of time.

Data Confidentiality:

The main barrier of preparing this report is data confidentiality. Data provided by bank was not enough to cover the main aspects of this report. So I mainly have to depend on observation of their internal banking process.

Information Validity:

Data was collected through observation and discussion of bank personnel. Statistical analysis of the data has not been done. That’s why the findings are not statistically validated.

Survey Limitation:It was very difficult to questioning customers formally because of some restrictions from bank. For this I mainly depend on informal conversation and observation of customers.

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2.1 Introduction:

The banking industry is highly competitive, with banks not only competing among each other; but also with non-banks and other financial institutions. Most bank product developments are easy to duplicate and when banks provide nearly identical services, they can only distinguish themselves on the basis of price and quality. Therefore, customer retention is potentially an effective tool that banks can use to gain a strategic advantage and survive in today’s ever-increasing banking competitive environment.

A bank is a financial institution and a financial intermediary that accepts deposits and channels those deposits into lending activities, either directly or through capital markets. A bank connects customers that have capital deficits to customers with capital surpluses.

Banks act as payment agents by conducting checking or current accounts for customers, paying checks drawn by customers on the bank, and collecting checks deposited to customers’ current accounts. Banks also enable customer payments via other payment methods such as Automated Clearing House (ACH), Wire transfers or telegraphic transfer, and automated teller machine (ATM).

Banks borrow money by accepting funds deposited on current accounts, by accepting term deposits, and by issuing debt securities such as banknotes and bonds. Banks lend money by making advances to customers on current accounts, by making installment loans, and by investing in marketable debt securities and other forms of money lending. Prime Bank Limited has resulted in great success in all areas of operation with a view to improve the socio-economic development of the country.

2.2 Historical Background of Prime Bank Limited:

Prime Bank started its journey in the year 1995 with the firm commitment of excellent customer service with a difference. It was incorporated on 17th April 1995 with Tk. 1000 million of authorized capital and Tk. 100 million of paid up capital by a group of successful entrepreneurs. It is not only a conventional Bank. It’s a modern, dynamic private commercial bank & plays a constructive role in the economic development of the country. Prime bank is the first private bank to introduce lease finance, Hire purchase & customer credit schemes along

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with Islamic banking services in the banking sector in order to bring about qualitative changes in the lives of people of Bangladesh. PBL through its steady progress & continuous success has, by now, earned the reputation of being one of the leading private sector Banks of the country. It has now established itself as one of the leading and strongest of private sector Bangladeshi banks having remarkable progress in all areas of operation despite challenging environment. The sbank received ICAB Awards and SAFA merit Awards. The bank remains fully committed to the delivery of higher shareholders value. The high profitability track record underpins value that the shareholders derive from investing in the shares of Prime Bank. In doing business, Prime Bank follows the fundamental principles of Corporate Governance- Accountability, Responsibility and Transparency. In discharging its responsibilities, Prime Bank works as a socially responsible corporate entity. It has focused in the areas of preservation of memory of Martyr, health care, education, games and sports, talent development and contribution to charity.

2.3 Operation in Sylhet:

Prime Bank started its operation in Sylhet in the first quarter of 1996. To provide the service to consumers of Sylhet; Prime Bank Ltd. extends its branch in Laldidighirpar in Sylhet in January 10, 1996. This branch now acts as the central branch in Svlhct zone. To consolidate its position in Sylhet the Islamic banking branch in Amberkhana started its operation on December 17, 1997. The opening of Amberkhana branch pronounced the managements vow to strengthen islamic banking operation along with conventional banking for the consumer of Sylhet. To better service of clients, Uposhohor branch of Sylhet, came in to operation on December 4, 2005. To solidify the position and considering the demands of consumers, Subidbazar branch started its operation on October 25, 2007.

2.4 Vision:

To be the best Private Commercial Bank in Bangladesh in terms of efficiency, capital adequacy, asset quality, sound management and profitability having strong liquidity.

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2.5 Mission:

To build prime bank ltd., into an efficient, market driven, customer focused institution with good corporate governance structure. Continuous improvement in our business policies, procedures and efficiency through integration of technology at all levels.

2.6 Strategic Priority:

To have sustained growth, broaden and improve range of products and services in all areas of banking activities with the aim to add increased values to shareholders investment and offer highest possible benefits to customers.

2.7 Core Values:

For the customers: To be the best Private Commercial Bank in Bangladesh in terms of efficiency, capital adequacy, asset quality, sound management and profitability having strong liquidity.

For the employees: By promoting the well-being of the members of the staff.

For the shareholders: By ensuring fair return on their investment through generating stable profit.

For the community: By assuming the role as a socially responsible corporate entity in a tangible manner through close adherence to national policies and objectives.

2.8 Objectives of the Bank:

To build up strong pillar of capital, To promote trade, commerce and industry, To discover strategies for achieving systematic growth, To improve and broaden the range of product and services, To develop human resource by increasing employment opportunities, To enhance asset of shareholders, To offer standard financial services to the people, To keep business morality, To develop welfare oriented banking service, To offer highest possible benefit to customers.

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2.9 Hierarchy of Prime Bank Ltd:

Top Level Management

ChairmanBoard of DirectorExecutive CommitteeManaging DirectorAdditional Managing Director

Executive Level Management

Deputy Managing DirectorSenior Executive Vice PresidentExecutive Vice PresidentSenior Vice PresidentVice PresidentSenior Assistant Vice PresidentAssistant Vice President

Mid Level Management

First Assistant Vice PresidentSenior Executive OfficerExecutive OfficerPrincipal Officer

Junior Level Management

Senior OfficerManagement Trainee OfficerOfficerJunior OfficerTrainee Assistant

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2.10 Branch Overview:

Prime Bank Limited always tries to give proper services to their customers. For this they open several branches on convenient places for their customers. Prime Bank Limited, Subidbazar Branch is number 55th among 111 branches. As the branch situated at residential area generally they have more general customer either than commercial customers. But there are also some commercial customers. Some related information regarding this branch is given below.

Branch Serial Number: 55

Branch code: 160

Date of Opening: 25 October, 2007

Head of Branch: Md. Ahsanul Mubin

Operation Manager: Md. Muhiduzzarnan

Total Employee: 12

Functioning Departments: General Banking, Credit department, ForeignExchange

Address: Subid Bazar Branch,Corner View (1st floor,west side) , Plot # 488(SA), 2155(RS),Sylhet-3100.

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3.1 General banking in Prime Bank Ltd:

The Prime Bank limited Subidbazar Branch has divided its whole General banking process in to the following sections;

• Account Opening Section• Cash Department• Loan Section• Foreign Remittance Section

3.2 Products and Services of Prime Bank Ltd:

Prime Bank Limited offers various kinds of deposit products and loan schemes. The bank also has highly qualified professional staff members who have the capability to manage and meet all the requirements of the bank. Every account is assigned to an account manager who personally takes care of it and is available for discussion and inquiries, whether one writes, telephones or calls.

3.2.1 Deposit Scheme:

• Fixed Deposit Scheme

• Contributory Saving Scheme

• Monthly Benefit Deposit Scheme

• Education Savings Scheme

• Double benefit Deposit Scheme

• Lakhpoti Deposit Scheme

• Savings Deposit Account

• Current Deposit Account

• My First Account

• STD Account

• NRTA (Non Resident Taka Account)

• NFCD (Non Resident Foreign Currency Deposit Account)

• NITA (Non Resident Investor’s Taka Account)

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3.2.2 loan Schemes:

General loan schemes:

• Consumer credit scheme

• lease Finance

• Small and Medium Enterprises Credit Scheme

• Financing Scheme for Contractors

• Prime Bank Master/ Visa card Credit Card

• House Building Apartment Loan Scheme

• Advance Against Share

3.3 Customer Services in Account Opening Section:

At Prime Bank Ltd. Subidbazar branch, Sylhet, customer services mainly provided at Account Opening Section. It serves both of the customers who comes frequently and the customers who comes at once for banking.

3.3.1 Account information:

In the customer service desk, various information regarding current account, savings account, fixed deposit, deposit scheme, benefit of deposits, Interest rate etc. are provided. The key jobs are listening customers’ problems and solve it.

3.3.2 Account opening:

To open any type of account in Prime Bank Ltd, there are some requirements which must have to be filled. During my job on this desk I have observe the process of account opening and the documents which are necessary for this. I was also engaged to provide various types customer service in this section.

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3.3.3 Basic requirements for opening a Bank Account:

• Two Copies photograph with attested by introducer.

• Valid ID (NID/Passport/Driving License copy/Chairman’s Certificate/Councilor’s Certificates).

• Nominees Photograph one copy, attested by the Account holder.

• Prove of Income Source (Job ID/ Job Certificate/ Trade License of business).

• Introducer, which is Account holder of the same bank, in same branch or anyother branch.

• Initial Deposit as Savings Account open with minimum Taka 2,000/- (Two Thousand Taka only) and SND Account opens with minimum Taka 25000/- (Twenty Five Thousand Taka only).

3.3.4 Procedure of Account opening:

To open a bank account in the Prime Bank Ltd. the following steps need to be maintained:

• Collect an Account Opening Form from the Bank.

• Fill-up all the requirements of the Form.

• Nominee is must be specified.

• Photograph is most important for any account.

• The account holder signature in front of the authorized officer.

• Any valid photo ID or photocopy of the Passport.

• Deposit slip for initial deposit for the account.

3.3.5 Account Closing:

For two reasons, one account can be closed. One is by banker and other is bythe customer.

• By Banker: If any customer doesn’t maintain any transaction within six years and the A/C balance becomes lower than the minimum balance, banker has the right to close an A/C.

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• By Customer: If the customer wants to close the A/C, he has to write an application to the manager urging him to close his A/C.

Closing Process:

Closing process for current and savings account:

# After receiving customer’s application the officer verifies the balance of theA/C.

# Then he calculates the interest and other charges accumulated on theA/C.

# If it bears a credit balance, the officer writes advice voucher. He givesnecessary accounting entries post to the customer.

# The balance is returned to the customer.

# Finally the A/C is closed.

3.3.6 Cheque book Issues:

The bank issues cheque book to their clients with great care and customers don’t face any problem to withdraw the money from any of the branches of Prime Bank Ltd. in Bangladesh because the Bank offers Online banking facility to the customers. Prime Bank also provides ATM service to their customers for cash withdrawal at any time from specific ATM Booth. Some rules and regulations that are strongly followed by banks prove that they are on their right track to keep clients privacy and confidentiality.

3.3.7 Apply for Debit Card:

With a Prime Bank Master Debit Card, customer can go for shopping, dining, paying utility bills or withdraw cash without visiting any branches. If the customers have current or savings account in the Bank, then they are able to apply for Debit Card. To apply for a debit card, customer have to collect prescribed form from the bank and have to fill-up the requirement of the form and shall have to submit to respective bank. On successfully filled-up the form, the debit card is provided to the customer within next 14 working days.

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3.3.8 Account Balance Inquiry:

Customers of Prime Bank Ltd. are entitled to inquiry for their account balance by their respective account number directly from the account opening section of the bank, or over the phone. Bank also provides bank statement of the customers’ previous transactions.

3.3.9 Fill out a Withdraw Slip / Cheque:

If any customer become unable to fill out the withdraw Slip, then the staff of Prime Bank Ltd. helps them to fill out the withdraw slip or the bank cheque, or the deposit slip.

3.3.10 Order New Cheque Book:

On the requirement of a new cheque book of any customer, the Prime Bank Ltd. issues a new cheque book within 3 working days. As such, the customer has to fill- up a Cheque requisition slip and submit to the respective Customer ServiceDesk. Prime bank provides two types of cheque book, i.e.

(i) 10 Page Cheque Book for the savings account, and(ii) 50 page Cheque Book for the current account.

3.3.11 Issuance of Solvency Certificate:

The Prime Bank Ltd. issues Bank Solvency Certificate to the account holder on their requirement.

3.3.12 Mail:

Prime Bank accept cheque deposits, cheque requisition, accounts opening form via mail and use mail to communicate to their customers, e.g. by sending out statements.

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3.3.13 SMS Banking:

Prime Bank Limited provides SMS Banking services for ensuring customers instant access to their account information at any time. Any mobile phone user having an account with Prime Bank Limited can get this service through the mobile phone.

3.3.14 Internet Banking:

Customer can now do banking from anywhere at anytime with internet banking without spending hours in traffic or waiting in a queue. Customer can easily access their account through internet to check account balance, statement, loan schedule etc.

3.4 Cash Department:

All financial transactions of the bank are conducted through the cash department of the Bank. Under this section, transactions are made in cash. At PBL subidbazar branch four cash officer provide customer service in cash counter. Every kind of deposit and withdrawal are processed in the cash department. During withdrawal they cross cheque to identify the person and the signature of the account holder. The following services provided in cashcounter i.e -

• Cash receive

• Cash payment

• Buy and sell prize bond

• Receives utility bills i.e Gas bill, tuition fees etc.

• Manage the liquidity level for banks daily transaction.

3.5 Foreign Remittance Service:

Remittance is the transfer of fund from one place to another or from one person to another. Remittance service provided by banks to customer as well non-customer. Since it is not a free service, it is also a source of income o the bank.PBL Subidbazar branch deals with local and foreign remittance.

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Instrument of remittance service are as follows-• Demand Draft (DD) issue and collection

• Pay Order (P0) issue and collection

• Pay Slip

• Outward Bills Collection (OBC)

• Inward Foreign Remittance

• Outward Foreign Remittance

3.6 Online branch banking:

The bank has set up a Wide Area Network (WAN) across the country to provide online branch banking facilities to its valued clients. Under these scheme clients of any branch is being able to do banking transaction at other branches of the hank.Under this system a client is able to do the following kinds of transaction:

a) Cash withdrawal from his/her account at any branch of the bank.

b) Cash deposit at his/her account at any branch of the bank irrespective of

location.

c) Cash deposit at other’s account at any branch of the bank irrespective of the

location.

d) Transfer of money from his/her account with any branch of the bank.

3.7 Automated Teller Machines (ATM):

Prime Bank ltd. also provides automated teller machine facilities. Privileges of automated teller machine are-

• Cash Withdrawal: Customer can withdraw cash from any ATM booth ofPrime Bank Ltd. and Dutch -Bangla Bank Ltd. at free of cost.

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• Balance Enquiry: Customer can check the balance from any ARM booth ofPBL and Dutch Bangla Bank.

• Mini Statement: Mini Statement facility can be easily obtained from any booth of Prime Bank Limited at free of cost.

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4. SWOT analysis:

SWOT analysis is the detailed study of an organization’s exposure and potential in perspective of its strength, weakness, opportunity and threat. This facilitates the organization to make their existing line of performance and also foresee the future to improve their performance in comparison to their competitors. As though this tool, an organization can also study its current position, it can also be considered as an important tool for making changes in the strategic management of the organization.

4.1 Strength:

(a) Good Customer Relationship:

PBL provides quality services to the clients compared to its other contemporary competitors. The bank has a very good relationship with its customers. The bank believes in maintaining personal relationship with the customer.

(b) Experienced Senior Management:

The senior management of PBL is responsible for promoting the highest level of business ethics and integrity. Their aim is to create and foster a culture throughout the bank that emphasizes and demonstrate the importance of maintaining high business ethics and close relationship with customers.

(c) Islamic Banking Activities:

Beside the conventional banking activities Islamic banking activities of Prime Bank ltd. provides a great edge to the bank then the other bank. So the consumer of different mentalities can be satisfied getting two ways of banking service in a single bank.

(f) Cooperative Banking environment:

In the Prime Bank, there always exist cooperative banking environment for the clients and employees that also influenced its customers and the success of the bank.

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(g) Social responsibility through CSR activities:

Prime Bank Limited supports the concept of triple bottom line approaching in Social responsibility through CSR: Good economic performance, Good Social practice, Good environmental practice to that end.

4.2 Weakness:

(a) Offers only few services among the wide service range:

Though Prime Bank Ltd. has a wide range of services but they offer only a few of them in Sylhet. In Sylhet, they offer some specific types of services.

(b) Lack in concentrating on marketing activities:

Prime bank does not promote their customer services on a regular basis. They seem to be not concern about promoting themselves and their services at all. Where other competitors use billboard to promote their single services, PBL only use some 5 or 6 feet banners to promote the inauguration of new branch.

(c) Technological Backup is not satisfactory:

One of the major weaknesses of Prime bank Ltd. is the lack of proper technological backup. Technological backup is not up to date for PBL which often slower the pace of work. Recently, PBL entered into agreement with Dutch-Bangla Bank Limited (DBBL) to facilitate the clients of PBI by providing ATM facilities through ATM (Automated Teller Machine) Booth of DBBL. This also is the lacking in technological facilities of PBL.

(d) Unavailability of ATM Booth:

There is shortage of ATM booth of Prime Bank in the Sylhet zone. The Prime Bank provides only 4 ATM booths in Sylhet City, where sufficient balance of money also become shortage. Beside ATM service charges of Prime Bank is so high that is why customers are being dissatisfied with it.

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4.3 Opportunities:

(a) Branch Expansion:

Prime bank is growing quickly all over the country. Besides expanding in the urban areas, PBL has prospects to open more branches in sub-urban areas, which will eventually enhance the government’s efforts at reviving the rural economy as well as reaching more people by better service.

(b) Training Facility:

Prime Bank Training Institute (PBTI) is supporting the bank by offering in house training courses, workshops and seminars. As the bank has its own training institute to enhance the capability of human resources, PBL can use this opportunity to train their employees in specific areas and create specialized and expert people for the bank.

(c) Banking Software:

Providing quality service is one of the major goal of Prime Bank ltd. TEMENOUS T24 is functionally a rich thin client scalable modular systemwhich increase operational efficiency and is enabling the bank to gain competitive edge and opportunity. The Prime Bank, Subidbazar branch is enjoying the installment of this software from the very beginning.

(d) Bank’s Goodwill:

Prime Bank Ltd. has its own corporate goodwill that factors influenced the success of this branch.

4.4 Threat:

(a) Level of competition:

Competition is always a major threat for any organization. In recent years, the number of private bank is increasing. These banks always pose a threat for others by coming up with new product line, innovative technology, quality services, etc. thus the level of competition rises and create threat for Prime Bank.

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(b) Online facilities provided by the competitive bank:

As the technology is getting advanced, most of the banks, especially private banks are installing more sophisticated Online Banking Systems to survive in the industry. With time, the advancement of technology is posing a threat for the bank.

(c) Lack of motivation:

The low compensation package of the employees from mid level to lower level position threats the employee motivation. As a result, well qualified employees leave the organization and its effects the organization as a whole.

(d) Threat of new entrance:

Recently government has approved few new banks to start their business activities. As the customers demand for new attractive products and services with new features are growing rapidly and new banks can expect to earn attractive profits, as such the new entrance are classified to be a threat for Prime Bank Limited.

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5.1 Recommendations:

On the basis of my studies and observation, from my point of view, the following recommendations can be judged and applied to promote the product & service of Prime Bank Ltd.

1. Provide Prompt Customer Service:

Branch has to deal with lots of customers of the bank that is what it needs to focus more on efficient service and more staffs are required for the Customer Service Desk.

2. Introduce New Service:

According to their huge number of customer, product variety, number of products and its availability should be increased and offered to the customers.

3. Promotional Activities:

The Prime Bank should amplify their effective promotional activity. As such it should pursue more advertisement campaign in order to build a strong image among people. To attract new customers they could use print and electronic media.

4. Provide Banking Material faster:

The time duration from application to delivery of ATM/Master card of the Prime Bank to its customer should be shorten.

5. Promote additional ATM Booth:

The Number of ATM booth has to be increased for the Sylhet zone.

6. Fully online banking facilities:

Prime Bank Limited is an online bank, but still they could not provide all the facilities of online banking. Customers have to collect their cheque books, ATM cards, etc, from the branch where they open account. These cause problems in many times, and inconvenient for customers. So they must take steps to be a fully online bank that means to provide all kinds of online facilities to customers.

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7. Foreign Remittance Service:

The foreign remittance exchange service should be provided in every branch of Prime bank.

8. SMS Banking & Phone Banking:

The SMS banking and Phone banking service should be provided to customer of Prime bank swiftly.

9. Internet Banking facilities:

The internet banking facilities for the customers of Prime Bank should be uncomplicated as providing worldwide internet banking facility so that the customer can exercise it even from outside the country.

10. Internal Network System:

The internal network service of Prime Bank should be more strong and effective so that it does not get down during the working hour and the day to day services can be served to the customers effectively.

11. Willingness to serve:

The Management of bank should improve the willingness among their staff to serve their customer for better customer satisfaction.

12. Islamic banking activities:

In Sylhet, the Prime Bank Limited provides the Islamic banking service only through Amborkhana branch. But in my point view, it should promote the Islamic banking service through every branch in Sylhet as there are lots of customer demands.

14. Motivation:

Lack of motivation is a strong threat for the Prime Bank Limited. As such the HRM department of the Prime Bank should take effective measures to promote and motivate their employees.

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5.2 Conclusion:

The customers today are more conscious and apply their precious judgment in selecting their service providers. Thus The Prime Bank finds a fundamental change in the way the customers think and act in choosing their products and services. The customer wants to know the value, ethical standard, tangibles etc demonstrated by the banks. They are also careful and sensitive about the way the banks treat the employees as well as the community in which the bank operates their businesses. As such, it is imperative on the part of the bank to strike the balance between profitability and service sensitiveness. To the end, Prime Bank Limited is integrating their responsibility into service and its operation.

During the three months internship program in Prime Bank Ltd. Subidbazar branch, almost all the desks have been observed. As such, it has been observed that the branch provides all the conventional banking services as well as some specialized Financing activities to the economy. Customers Services of any bank is a crucial department in reality. A banks performance is largely depends on this department. The Prime Bank Ltd. Subidbazar branch provides all the services related to the variety of products of the bank to its customers. Thus the Prime Bank Ltd. Subidbazar branch is playing an important role in the banking systems and service in Sylhet.

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Bibliography:

1. Annual Report of the Prime Bank Ltd. (2011-2012)

2. Prime Magazine, 2nd & 3rd Issue. Published by Prime Bank Limited.

4. Booklet, brochures of various products of Prime Bank Limited.

5. Previous Internship report on Prime Bank Limited.

6. Book Reference:

i) Business Research Methods by William G. Zikmund, Barry J. Babin, Jon C. Carr & Mitch Griffin, Eight Edition.ii) Principles of Marketing by Philip Kotler, Fourteen Edition.iii) Crafting & Executing Strategy by Arther A. Thompson, A.J. Strikiand III,John E. Gamble, Sixteenth Edition.

7. Web Reference:i) www.primebank.com.bd.ii) www.banking.com

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