Introduction

Export Import Bank of Bangladesh Limited Is a public listed scheduled bank categorized in
private sector and established under the ambit of Bank Companies Act 1991 and incorporated as
a public limited company under the companies Act 1994 on June 02. The Bank started
commercial banking operations effective from August 03, 1999. The bank converted its Banking
operations into Islamic Banking based on Islamic Shariah from traditional banking operation in
July 01, 2004 after obtaining approval from Bangladesh Bank. The bank is being managed and
operated by a group of highly educated and professional team with diversified experience in
finance and banking. A team of highly qualified and experience professional headed by the
managing director of the bank who has best banking experience operate bank as dat the top
there is an efficient board of director for making policies.
The management of the bank constantly focuses on understanding and anticipating customers’
needs. At present the bank has real time centralized online banking branches throughout the
country having smart IT- Backbone. Besides these traditional delivery points the bank has ATM of
its own, sharing with other partner banks and consortium throughout the country.

Background of Report
The products and services that are sold in the most favourable prices can be an initial step of the
firm in obtaining the trust and be included in the top list of the customers. However because of
the tight competition of various services in EXIM bank, the perception of the customers and
potential customer are also divided according to the services that they want to achieve. In
addition, the impact of the economic problems are financial crunches in EXIM bank create a great
challenge for the bank. With all the challenges that are ahead on EXIM bank, how will it gather
the customer satisfaction?
The finding of the study will be useful for me readers to set knowledge about the topic and EXIM
bank.
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Objective of the report

There are two objective of the report, such as:
1. Broad Objective
2. Specific Objective
Broad Objective:
 To fulfill the requirement of internship program under BBA program.
 To gain practical experience in job field.
 To fulfil academic requirement.
 Specific Objective:০
 To analyze the customer satisfaction of EXIM Bank Ltd.
 To get an idea about the performance of EXIM Bank Ltd.
 To know about Islamic banking and their operation.
 To get a brief idea about their deposit product.
 To get a brief idea about operational procedure export & import business.
 To get idea about us management and organization structure.
 To know the importance of foreign trade in Bangladesh.
 To identify major strength and weakness of EXIM Bank Ltd.
 To know the service provide by the bank.
 Maintaining corporate and business ethics.
 To the practical knowledge in banking sector.
Scope of the Study:
EXIM Bank of Bangladesh Ltd. is one of the new generation banks in Bangladesh, which plays a
vital role to develop a balance and sound economical, social and industrial sector of Bangladesh.
Discussion was conducted with the client about their satisfaction towards EXIM Bank. The report
covers organizational structure, background, product function, customer satisfaction and the
performance of the Bank.
Methodology of the study:
Sources of Information:
The data collected from two sources:
1. Primary Sources
2. Secondary Sources
Primary Sources:
 By interviewing clients of the Bank.
 Face to face conversation with the employee.
 Appointment with the top official of the bank.
 Personal experience gained by observing the different task of bank.
 Personal investigation with bankers.
Secondary Sources:
 Annual report of EXIM Bank Ltd.
 PROSPECTUS published by EXIM Bank.
 Publication of newspaper.
 Gather knowledge about the bank from their banking website.
Limitation of the Study:
 The first limitation of the study is the time constraint; the duration of the report was very small.
 The interviewing process is lengthy.
 Sometimes the client does not cooperate easily.
 It is time consuming.
 Omission and error may be there due to may lack of experience in preparing a professional
report like this one.
 The officers of a bank are too much busy to provide information and interviews to may project.
 Another drawback of the study is confidentiality tom disclose their data, information because
the market is more competitive.
Bangladesh Banking Sector Heading Toward Disastrous Situation
Severe liquidity or cash crisis is going on in the banking sector. Banks have become beleaguered
to get rid of this liquidity crisis. As immediate solution to crises, banks are increasing their interest
rates on deposits. Some are maintaining their with each passing day expenditures after
borrowing from the call money market (for inter-bank transaction) at a high rate. In addition, some
of the banks are borrowing from Bangladesh Bank through repos (Repurchase Agreements) after
pledging the liquid assets like treasury bills and bonds. Their deposit management cost is
increasing as they are collecting deposits at a high rate. Some of them are increasing their
lending rate to cope up with this additional cost. As the interest rate on bank financing is rising,
the cost of investment of the entrepreneurs is also increasing. As a result cost of production is
rising. The entrepreneurs are avoiding bank financing as their cost of production is increasing.
According to the bank analysts, the situation in the banking sector is not good at all. They have
apprehended that if the current situation is not handled properly, the banking sector will face
collapse in the future.
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Increase of Interest Rate

However, the businessmen have become worried with the increase of the interest rate. They are
saying that their cost of doing business is going up with the increment of the borrowing rate of
bank financing. As a result the production cost is getting increased. In this situation, the
commodity price is getting out of the reach of the mass people. The businessmen are
apprehending that the inflation will increase further in the future. The Federation of Bangladesh
Chambers of Commerce and Industries (FBCCI) — the supreme organization of the business
community — has urged intervention of the Bangladesh Bank on reducing the higher interest
rate, keeping the service charges within the tolerable level, and revising the interest rates for the
financing in the productive sector.
Financing in Productive Sector
FBCCI Chairman A.K.Azad said that after the lending cap on the financing in the productive
sector was removed on 9 March the banks were almost competing with each other in increasing
the lending rate. Even before 9 March, the maximum lending rate for the business loan was 13
percent; whereas after 9 March the lending rate of 15 to 18 percent is being imposed on the
businesses. Some of the banks have taken it to even 20 percent. Because of this, the cost of
business is increasing. The FBCCI chairman believes that this will further ignite the inflation. The
investment will not grow. No new employment will be generated. As a result the rate of
unemployment will rise further. Under such condition, he expected that the central bank will take
initiatives to determine the interest rate that will be beneficial to the economy.
Bangladesh Bank Deputy Governor Nazrul Huda has said that the businessmen have requested
to redetermine the maximum lending rate. The Bangladesh Bank has informed the businessmen
that there is no scope for redetermination of the interest rate. Moreover, the central bank cannot
take such measure in the market economy. However, the banks will be requested to keep the
interest rate to a tolerable level.
However, the interest rate on bank financing is continuously increasing. Bankers are not paying
heed to the protests of the businessmen. Thirty of the local and international banks have
increased their lending rate in this April. Among them, some of the banks have increased their
interest rate by three to thee and half percent. In April 2011, the rate of interest in business loans
has been 18 percent; whereas in March it was imposed maximum at a rate of 13 percent. Among
the 30 private commercial banks 26 have increased their rate of interest in the current month.
Among the other four there is a specialized bank and three foreign banks.
Businessmen have expressed their grievance at the interest rate increment of so many banks at
a time. As per their opinion, the commodity price has already increased due to the rise of fuel
price in the international market.
Fund Management of Banks
However, the fund management of the banks are facing cataclysm because of cash crisis. The
total liabilities of some of the banks are not matching up with their total assets. As a result bank is
losing their capability for settlement of claims including returning the deposits of the depositors.
As per central bank’s guideline, in any particular month, the difference between the total assets of
the bank and their claims to be settled must not be greater than 20 percent of their total asset.
For example, suppose a bank in a particular month will have to pay off 100 takas (Tk), including
earlier committed credit, returning the money of the depositors in the maturity of their deposits,
and settlement of import payments. However, in that month, the total earning of the bank from
adjustment of credit, proceeds from the maturity of treasury bills and bonds, income from different
commissions, and income from the deposits has been Tk 80. So, the difference between the
asset and liability would be Tk 20.
This is somewhat acceptable as per the asset liability management guideline of the central bank.
Bank may adjust the deficit of Tk 20 from the call money market (the inter-bank market for funds)
or through repos from the Bangladesh Bank. But if this difference becomes more than 20
percent, there is possibility of many sorts of hazards for the bank. For example, the captioned
bank may face severe liquidity crisis. As a result, the bank loses its capability to settle any of its
claims. The bank cannot meet the condition for keeping the mandatory cash reserve with the
central bank Cash Reserve Ratio (CRR). The Statutory Liquidity Reserve (SLR) becomes
deficient. To resolve the crisis, the banks borrow from the market at a very high rate. In addition,
they also collect short term deposits at a very high rate. As a result the fund management cost of
that bank increases the consequences into collapse of the overall system of the bank.
One of the high officials of the central bank said that as per the fund management of the banks, a
bank has to estimate the probable liabilities in a month. Along with that the amount of total inward
deposits at that particular month is also to be estimated. The fund management system of a bank
is maintained on this basis.
However, many of the scheduled banks are not following this guideline in the recent time. They
are incurring greater amount of expenditures not conforming to their income. As a result different
bank are getting excessively dependant on the Bangladesh Bank and the call money market.
Many banks are not being able to maintain their day to day expenditures.
An industrialist claiming anonymity informed that at the time of encashment of large amount of
check, some banks are not paying within a day. After partially paying they are requesting to come
in the next day.
For getting out of this crisis, some of the banks are borrowing from the call money market. Again
they are rushing toward the Bangladesh Bank . Every day, they are borrowing more than Tk 90
billion as repo (borrowing for short-term) and under special liquidity support. In some days
Bangladesh Bank is even lending Tk 100 billion.
 Condition in Banking Sector
Bankers believe that the Bangladesh Bank is entirely responsible for such condition in the
banking sector. As per their opinion, in the past seven months of 2010 Bangladesh Bank
increased the CRR — The banks’ mandatory rate of reserve to the central bank twice. Because
of this, approximately Tk 40 billion came to the central bank from the banks. As a result liquidity
crisis began in the banking sector. As a result, in the first month of this year the rate of interest in
the call money market climbed up to 170 percent that is recorded as the highest until now.
Dr Saleh Uddin Ahmed, former governor of the Bangladesh Bank, said that the initiative of the
central bank to increase CRR was not proper and was not a timely step. He said that the reason
was that in December, the banks adjust their entire year’s transaction. In this time, they normally
disbursed less amount of credit and collected greater amount of deposits, he stated. As a result,
their balance sheet remained in good shape, he said. But as CRR rate was increased at that
particular time, banks had to keep their deposited money with the central bank on mandatory
basis, he stated. He said that the result had been as it was predicted. According to the analysts,
the central bank has to take responsible decisions for getting rid of this situation occurred in the
banking sector. Otherwise they are anticipating that the crisis in the banking sector will have a
negative impact on the overall economy.
Problems and prospects of banking industry in Bangladesh
The central bank has finally approved nine more banks in addition to existing 47 commercial
banks in Bangladesh. Three new NRB commercial banks, sponsored by non-resident
Bangladeshis (NRBs), and six private commercial banks (PCBs), have been approved aiming to
help boost the inflow of foreign exchange and strengthen the ongoing financial inclusion
programmes through bringing unbanked people under the banking network respectively. The
letters of intent (LoIs) `have already been issued to the sponsors of such approved banks. There
have been many significant developments in the economy of Bangladesh since 2000-2001, the
central bank stated, explaining the economic context and rationale behind issuing licences in
favour of new banks. The economy has grown and the banking system has become more
competitive but there are still a large number of under-banked people in Bangladesh.
Recent estimates from a survey conducted by the Institute of Microfinance (IoF) found that only
45 per cent of the nearly 9000 households surveyed do have access to banks and micro-finance
institutions (MFIs) for loans. The population per branch (21065) and the ratio of loan accounts per
1000 adults (42yrs) suggest that the outreach of the formal financial sector in Bangladesh is
lower than that in India (14485 and 124 respectively) and Pakistan (20340 population per branch
and 47 loan accounts per 1000), according to the statement of IoF.
Bangladesh Bank assumes that the new banks will help increase the quality of banking services
by increasing competition in the banking sector. They will also be able to meet the unfulfilled
demand for credit by the private sector whose needs have grown in line with a fast expanding
economy. The central bank noted that, for new banks the ratio of opening rural and urban branch
will be 1:1 which will help increase bank branches in rural areas and improve financial inclusion.
But the home truth is; no bank can expand in the rural areas before concentrating and making
business in urban areas.
Earlier, the issue of granting licenses to new banks caused many to raise their eyebrows.
Questions were being asked by authentic experts, bankers and people even on the board of
directors of the central bank about the wisdom of allowing more banks, a sector that had been
struggling hard to cope with the problem of liquidity shortage for years together. The banking
sector is already saturated with 47 commercial banks. There was no logic to allow new banks at
this moment of the country. The new comers will create an unhealthy competition in banking
services, affect stability of the sector and cause profitability of the existing banks to suffer. The
entry of more banks will trigger a flight of huge fund including Tk 36.00 billion from existing banks
to place as paid-up capital against new banks; this will lead to further deteriorations of the
stringent situation already prevailing in the banking sector. The similar incident will take place for
quality employees of the existing banks. All these will lead to a greater mismatch between their
credit and deposit ratio and acute shortage of good bankers. The banks will be forced to go for
risky investment after collecting deposit at high rate from an already saturated market. It will
seriously affect the overall bank- business and the industry as well.
Banks are to facilitate all kinds of economic activities and finance many other needs of the
people, in both urban and rural areas. But overcrowding of the banking sector is not at all
desirable as this, instead of meeting those objectives, would create problems for the sector itself,
particularly the existing operators in the sector. This might even adversely impact the vital sectors
of the economy in the process. It was unlikely that the board of directors of Bangladesh Bank
were not aware of that fact. Yet they were trying to select the right ones since the government is
unrelenting in its decision to allow new banks. Opening up of new banks on political
consideration, as reported time and again, may reduce the confidence of the clients in banks as
well as impair the management quality of the overall banking sector.
Meanwhile, some speculators state that as soon as new banks kick off their operations a heavy
pressure on deposits of existing banks would be exerted. The latter are likely to see a flight of
deposits while their existing loan liabilities including non-performing loans (NPLs) will remain at
an unchanged level. This is likely to cause a mismatch between their deposits and outstanding
amount of credits or loan portfolio.
Now that the central bank already approved new banks and issued the LoIs, it will be just beating
about the bush to say anything to the contrary. Rather, now it is better to design how all these
banks can be managed smoothly. In this regard the following measures may be implemented:
* The new banks should introduce new and innovative services and should scale up their
products for the sake of making the government decision meaningful.
* There is no denying that the quality of the sponsors largely influences the quality of operation of
banks as such sponsors play an important role in the decision-making. So, the central bank will
have to closely examine the track records of the sponsors and it must not give in to political
pressure of any sort on this issue. The quality of the bank directors should be maintained
scrupulously.
* The central bank may concentrate its attention on the colour of money of the proposed directors
who will be investing as the paid-up capital.
* The central bank must have to play the role of a watchdog in case of shopping the investment
clients of new banks from existing banks by approving the higher limit then the present
outstanding.
* The central bank must have to be vigilant in examining the proposed investment clients of new
banks, particularly those whose cases have to be rescheduled. Getting rescheduled, the sick
clients in the existing banks become very much performing in new banks for the time being in the
backdrop of opening new banks in the market.
* The central bank needs to require to consider several other issues, prior to giving effective
permission to new banks, including ownership quality.
* The vital issue that deserves priority attention of both central bank and the government is better
banking coverage of the hitherto neglected rural areas. The new banks may be asked to serve
the rural people extensively.
* On the top of everything, both the central bank and the government will have to ensure the
entry of stronger players in the banking arena and keep close watch on the effects of such an
entry on the overall banking industry.
* The Bangladesh Bank and Bangladesh Institute of Bank Management (BIBM) have to take
preparation on structuring the banks by training up the bankers. Because market will be
oversaturated as soon as the new banks start operations. The precipitations of banks may
appear at the bottom of the banker of banks in Bangladesh. Time has arrived; the possibility of
merger of weak banks cannot be laughed away.
Still we hope for the best. The newly approved three NRB commercial banks namely, NRB
Commercial Bank Ltd, NRB Bank Ltd and NRB Bank Ltd will bring USD150.00 million as paid up
capital of the non-resident Bangladeshis (NRBs). Expectations of the people about the six
approved PCBs, such as Union Bank Limited, Modhumoti Bank Limited, the Farmers Bank
Limited, Meghna Bank Limited, Midland Bank Limited and South Bangla Agriculture and
Commerce Bank Limited, are quite high
Now the nation is passionately staring at the functions of the new-born banks with a ray of hope
of even development of the people of all the strata in the days to come.
Contribution of Banking Sector in an Economy: 
Mobilization of Savings
The banks encourage thriftiness and save more among people. The men can be free of the
future anxiety when they do not have income on account of savings. Since banks provide
attractive interest on saving and fixed deposits, people are encouraged to save more. The bank,
therefore, has made it possible to collect small savings from nook and corners of the country.
Besides, the resources are mobilized by banks even by selling shares. Since, bank deposit is
most liquid; people can promptly receive money in crisis.
Capital Formation
 The capital formation is crucial for the economic development of a country. The less developed
countries like Nepal are suffering from low capital formation. The bank collects idle money from
people. These money are channelled by banks to the individuals, businesses and government for
productive investments. This increases capital formation by increasing productive investments.
This, in turn, raises the level of employment, income and standard of living.
Monetization of Economy
The spread of bank branches to the rural areas increases the banking habit of people. People
keep their excess money in banks and withdraw at the time of need. This leads to the
monetization of rural areas. It is easier to implement government monetary and fiscal policies
effectively in the monetized areas. The effectiveness of these policies, in turn, helps government
to maintain price stability and promote economic growth and employment.
Promotion of Employment
The unemployment is a serious problem, which may result into severe social, political and
economic consequences. In Nepal, pressure of population on land is high. A large share of
labour force is unemployed and under-employed. The bank helps to relieve the economy from
the pressure of unemployment. The bank provides loans to businessmen, entrepreneurs and
farmers in different forms. Likewise, the banks also make direct investments in different sectors.
These all increase the economic activities and promote employment opportunities.
Upliftment of Poor
The banks make available loans to rural people on reasonable rate of interest. This helps farmers
to undertake agricultural and non-agricultural works. The Small Farmers Development Project,
Small Sector Development Programme, Small and Cottage Industries Project, Micro-credit
Projects have been implemented by Agricultural Development Bank and commercial bank in
Nepal for the upliftment of the poor. This has helped to increase the employment level of income
and level of living of the poor. Similarly, the rural development banks have been established for
the upliftment of the poor.
Promotion of Entrepreneurship
The role of private sector is crucial in accelerating the pace of economic growth. The banks
increase the participation of the private sector in economic development by making available the
loans easily on reasonable rate of interest. According to Hugh T. Patrick “The expansion of
financial sector encourages entrepreneurs to make investments by promoting entrepreneurship”.
In Japan, the expansion of banks had led to the promotion of entrepreneurship. This had made it
easier to initiate economic development. In Nepal, lack of entrepreneurship has been a great
obstacle to development. Hence, this role of bank cannot be underestimated. Besides, the top
management of banks can serve as the entrepreneurs in industrial
Rapid Economic Development
The banks can contribute substantially in economic development. The rapid industrialization in
America, Japan, Germany and France was made possible by banks. According to Per Jacobson,
“Economic growth can be compared with the construction of a good House with stability at its
foundation. We bankers have a key responsibility in the building task for economic growth”.
The banks make available loans of different periods to agriculture, industry and trade. They make
direct investments in industrial sectors. They provide industrial, agricultural and commercial
consultancy. Likewise, they discount bills, sale bills, remit funds, make available foreign
exchange, issue guarantees and so on.
Agriculture, the backbone of the economy, trade, the engine of growth and industry, and the
precondition to modernization are developed by the financial and technical assistance of the
banking system. The development of these sectors accelerates the pace of economic growth.
The economic growth, in turn leads to increase in national income and alleviation of poverty.
History of EXIM Bank Ltd.  
Export Import Bank of Bangladesh Limited was established in the year 1999 under the leadership
of Late Mr. Shahjahan Kabir, Founder Chairman who had a long dream of floating a commercial
bank which would contribute to the socio-economic development of our country. He had a long
experience as a good banker. A group of highly qualified and successful entrepreneurs joined
their hands with the founder chairman to materialize his dream. In deed, all of them proved
themselves in their respective business as most successful star with their endeavor, intelligence,
hard working and talent entrepreneurship. Among them, Mr. Nazrul Islam Mazumder who is an
illuminated business tycoon in the Garments business in Bangladesh became the Honourable
Chairman after the demise of the honourable founder chairman. He is also the chairman of
Bangladesh Association of Banks (BAB). Under his leadership, BAB has emerged as an effective
forum for exchanging views on problems being faced by the banking sector of Bangladesh and
for formulating common policy guidelines in addressing such problems.
This Bank starts functioning from 3rd August, 1999 with its name as Bengal Export Import Bank
Limited. On 16th November 1999, it was renamed as Export Import Bank of Bangladesh Limited
with Mr. Alamgir Kabir as the Founder Advisor and Mr. Mohammad Lakiotullah as the Founder
Managing Director respectively. Both of them have long experience in the financial sector of our
country. By their pragmatic decision and management directives in the operational activities, this
bank has earned a secured and distinctive position in the banking industry in terms of
performance, growth, and excellent management. Under the leadership of Mr. Lakiotullah, the
Bank has migrated all of its conventional banking operation into Shariah Based Islami Banking in
the year July 2004.
Mr. Mohammed Lokiotullah left the Bank on 3rd June, 2007, there after Mr. Kazi Masihur
Rahman became Managing Director on 4th June, 2007. Mr. Rahman served in the bank for next
five years. Under his leadership, the bank has been placed on a state of the art centralized IT
platform with two modern data centres where world renowned core banking software TEMENOS
T24 is running along with some alternate delivery channels like ATMs and SMS banking.
On 25th August, 2011, Mr. Md. Fariduddin Ahmed has joined in the bank as Managing Director.
With his long experience in the Shariah Based Islami banking in Bangladesh, EXIM Bank is going
to take a new shape where IT-enable banking service will spread in the market.
Our Vision
The gist of our vision is ‘Together towards Tomorrow’. Export Import Bank of Bangladesh Limited
believes in togetherness with its customers, in its march on the road to growth and progress with
service. To achieve the desired goal, there will be pursuit of excellence at all stages with climate
of continuous improvement, because, in Exim Bank, we believe, the line of excellence is never
ending. Bank’s strategic plans and networking will strengthen is competitive edge over others in
rapidly changing competitive environment. Its personalized quality services to the customers with
trend of constant improvement will be the cornerstone to achieve our operational success.
Objective
As we, all know that Bangladesh is now an integral part of global market. As such, there is an
urgent requirement for Bangladesh to place the traditional banking practices in harness with the
global trades of a free market economy by following international banking customs, practices and
standards. Today clients of a bank in Bangladesh are exposed as well as international markets.
They have to stay update with their practice and standards to meet the demands of achieving
harmony in the high standards of a free economy. Hence, by getting into both corporate and retail
banking and rapid innovation and networking the bank believes that it can accomplish its goals.
EXIM Bank fully appreciates the importance and implication of the rapidly emerging competition
in the banking and finance sector of Bangladesh. It intends financing its customer suited to his or
her place in the market. In this regards EXIM Bank emphasizes in its employment the software
 aspects of human resource capability. It also emphasizes competence among its banking
professional to cater to varied customer requirements to the modem time. The core objectives
are:
•To carry on, transact, undertake and conduct the business of banking in all its branches and to
transact and do all matters and things incidental thereto in Bangladesh and abroad.
•To receive, borrow or raise money on deposits, loan or otherwise, upon such terms as the
Company may approve and to hive guarantees and indemnities in respect of all debts and
contracts.
•To establish welfare oriented banking systems.
•To play a vital role in human development and employment generation.
•To invest money in such manner as may from time to time be thought proper.
•To carry on the business of buying and selling bullion, gold and other valuable assets.
Function
 The main task of EXIM bank is to accept deposit from various customers through various
accounts.
 Provide loan on easy terms and condition.
 The bank invests its fund into profitable sector.
 It transfers money by demand draft, pay order, online, Telegram transfer.
 The bank is doing the transaction of bill exchanges, cheque etc on behalf of the clients.
 EXIM bank assists in the foreign exchange by issuing LC.
 Above all, EXIM bank helps the businessman financially by giving discount facility for bill of
exchange and by providing the facility of letter of guarantee.
Corporate Social Responsibilities
At least 2% of our annual profit of every year is put aside for the foundation to conduct Corporate
Social Responsibilities (CSR) activities. The mainstream CSR activities that are carried out
through this foundation are:
Healthcare service.

Scholarship program for brilliant poor student

Education Promotion Scheme
Helping people affected by natural calamities
Helping people in slum areas
Donation to educational institutions to setup computer lab
Beautification of DhakaCity

 Organizational Structure :
Prime Operational Area of the Bank
As a full-fledged Islamic bank in Bangladesh, EXIM Bank extended all Islamic banking services
including wide range of saving and investment products, foreign exchange and ancillary services
with the support of sophisticated IT and professional management. The investment portfolio of
the bank comprises of diversified areas of business and industry sectors. The sectors include
textiles, edible oil, ready-made garments, chemicals, cement, telecom, steel, real state and other
service industry including general trade finance. The bank has given utmost importance to
acquire quality assets and is committed to retain good customers through customer relationship
management and financial counselling. At the same time efforts have been made to
explore/induct new clients having good potentiality to diversify and create a well established
structured investment portfolio and to minimize overall portfolio risk.
Core Banking Solution
Core banking solutions are banking applications on a platform enabling a phased, strategic
approach that is intended to allow banks to improve operations, reduce costs, and be prepared
for growth. Implementing a modular, component-based enterprise solution facilitates integration
with a bank’s existing technologies. An overall service-oriented-architecture helps banks reduce
the risk that can result from manual data entry and out-of-date information, increases
management information and review, and avoids the potential disruption to business caused by
replacing entire systems
Core banking solutions is new terminology frequently used in banking circles. The advancement
in technology, especially Internet and information technology has led to new ways of doing
business in banking. These technologies have cut down time, working simultaneously on different
issues and increasing efficiency. The platform where communication technology and information
technology are merged to suit core needs of banking is known as core banking solutions. Here,
computer software is developed to perform core operations of banking like recording of
transactions, profit calculations on loans and deposits, customer records, balance of payments
and withdrawal. This software is installed at different branches of bank and then interconnected
by means of communication lines like satellite, internet etc. It allows the user (customers) to
operate accounts from any branch if it has installed core banking solutions. This new platform
has changed the way banks are working.
MARKETING MIX
Marketing Mix is the combination of the elements of marketing and what roles each element
plays in promoting your products and services and delivering those products and services to your
customers.
These four P’s are the parameters that the marketing manager can control, subject to the internal
and external constraints of the marketing environment. The goal is to make decisions that centre
the four P’s on the customers in the target market in order to create perceived value and
generate a positive response.
4) Marketing Mix Analysis of EXIM Bank Ltd.:
The bank managed by a team of professional executives and officials having profound banking
knowledge and experience in different sectors management and operation of banking. During the
short span of time EXIM Bank Ltd. Has introduced a good number of attractive deposit products
to broaden the resources base and also investment products to deploy the deposit products.
EXIM Bank Ltd. Always tries to introduce a wide variety of attractive deposit, investment and
service for suiting taste and requirement of the client.
 4.1: PRODUCTS: The banks primarily deal in services and therefore, the formulation of product
mix is required to be in the face of changing business environment conditions.
Export Import Bank of Bangladesh Limited launched several financial products and services
since its inception. Among them are Monthly Income scheme, Monthly Savings Scheme, Super
Savings Scheme, Education Savings Scheme, Multiples Savings Scheme, Hajj Deposit Smart
Saver Scheme. All of these have received wide acceptance among the people.
Different kinds of products are described below:
ACCOUNTS:
Savings Account:
Mudaraba Saving Deposit: Mudaraba savings account is opened under the Mudaraba principal
of Islami Shariah. Under the above principal the clients is the Shaheb-Al Mal and the Bank is
Mudarib. Mudaraba Saving’s accounts are mainly meant for Non-Trading customers who have
some potential saving with small no. of transactions taking place. More than one person can
open and operate a Mudaraba savings account. A guardian on behalf of a minor can open a
Mudaraba Savings A/C. In which case a declaration stating the date of birth of the minor should
be obtained from the guardian. OD is not allowed for SB account. The account provides expected
half-yearly provisional profit.
Main Feature:
 Attractive provisional rate of profit
 Minimum initial deposit is Tk.1000.00
 Half-Yearly account statement
 Debit card Facility with limited withdrawal
 Free ATM Cash withdrawal from all ATM of EXIM Bank
 SMS Banking for statement/Balance checking
 Salary crediting facility
 Cheque book facility
 Fund transfer facility
 Profit will be calculated on monthly basis
Required Documents:
 Completed account opening form duly signed by account holder
 02 Copies passport size photographs of every operators duly attested by introducer
 Photographs of National ID Card/Passport/Chairman certificates
 Introducer signature
 Passport size photographs and signature of Nominee
Terms and conditions:
 Account will be operated as per Mudaraba principals.
 At least 65% of investment income will be distributed among the Mudaraba Depositors as per
weight age allocated for each accounts.
 Current Account:
Al- Wadia Current Deposit: Al-Wadiah Current Account follows the Principle of Islami Shariah
wherein the bank is deemed as a keeper and trustee of funds as Al-Amana (on Trust). This
deposit that operates by taking permission from depositors would be taken to use their fund
according to Shariah Principle and depositors would not receive any kind of profit. As such the
bank is under obligation to return the entire money on demand by the customer. The account is
not time barred i.e. Account Holder can withdraw money as many numbers of times as he wishes
in a working day.
Main Feature:
 Halal way or without Riba (interest or usury) transaction
 Unlimited deposit or withdrawal
 No profit will be given
 Cheque book facilities
 ATM Card
 Free online transaction
 No Over Draft will be allowed in the account
 SMS banking service includes balance inquires/Mini-statement by mobile phone.
Required Documents:
 Account opening duly filled up and signed by account holder
 02 Copies passport size photographs of every operators duly attested by introducer
 Photographs of National ID Card/Passport/Chairman certificates
 Introducer signature
Terms and Condition:
 Bank may use the fund at its own discretion with prior permission of the account holder and
without any risk to the account holder
 Customer may be withdraw the entire (or part of) fund without any notice to the bank.
Objectives of the Scheme: Savings help to build up capital and capital is the principal source of
business investment in a country. That is why savings is treated as the very foundation of
development. To create more awareness and motivate people to save, EXIM Bank offers super
savings scheme.
Terms and Conditions of the Scheme:
 Any individual, company, educational institution, government organization, NGO, trust, society
etc. may invest their savings under this scheme.
 The deposit can be made in multiples of Tk. 5,000.00.
 Any customer can open more than one account in a branch in his/her name or in joint names.
A Deposit Receipt will be issued at the time of opening the account.
 The Deposit will approximately be double in 6 (six) years.
 Savings will be treated as projected and it will be adjusted after the declaration of profit at the
end of the year. The weight age of deposit will be 1.17.
 Not less than 65% of investment income shall be distributed among the Mudaraba Deposit
holders as per weight age of deposit.
Premature encashment of the scheme:
 In case of premature encashment before 1 year no profit shall be paid.
 In case of premature encashment after 1 year but before 3 years profit shall be paid at Savings
Rate plus 0.75%.
 In case of premature encashment after 3 years but before maturity profit shall be paid at
Savings Rate plus 1.00%.
In case of any unexpected situation:
 In case of death of depositor before the term, the amount will be given to the nominee
according to the rules of premature encashment. In the absence of nominee, the heirs/ successors
will be paid as per succession certificate.
 In case of issuing duplicate receipt the rules of issuing a duplicate receipt of Term Deposit will
be applicable.
 The nominee may, at his option continue the scheme for the full term.
Quard  facility under the scheme:
 A depositor can avail quad up to 90% of the deposit under this scheme.
Additional Terms and Conditions
 Bank reserves the right to change the weight age of deposit & percentage of distribution of
Investment Income.
 At the time of payment, Income Tax shall be deducted upon profit.
(a)   Mudaraba Monthly Saving Scheme (Money Grower):
Objectives of the Scheme: A monthly savings scheme. Secure your future with ease. A small
savings of today will provide you comfort tomorrow.
Savings Period and Monthly Instalment Rate:
 The savings period is for 5, 8, 10 or 12 years.
 Monthly instalment is Tk. 500/-, 1000/-, 2000/- or 5000/-.
 Not less than 65% of investment income shall be distributed among the Mudaraba Depositors
as per weight age. The deposit will bear weight age 1.16, 1.17, 1.18, 1.19 respectively.
 Bank reserves the right to change the weight age of deposit & percentage of distribution of
Investment Income.
Monthly Instalment Deposit:
 The savings amount is to be deposited within the 10 th of every month. In case of holidays the
deposit amount is to be made on the following day.
 The deposits may also be made in advance.
 The depositor can have a separate account in the bank from which a standing instruction can
be given to transfer the monthly deposit to the scheme account.
 If the depositor fails to make the monthly instalment in time, then 5% on overdue instalment
amount will be charged. The charged amount to be added with the following month(s) instalment
and the lowest charge will be Tk. 10/- (Taka Ten).
 Withdrawal:
 Generally, withdrawal is not advised before a 5 (five)-year term, but if it is withdrawn before the
above term, profit will be paid at savings rate. However, no profit will be paid if the deposit is
withdrawn within 1 (one) year of opening the account.
 In case the depositor wishes to withdraw between the 5, 8, 10 or 12 years period then full profit
will be paid for a completed term and savings rate will be applicable for the fractional period.
Quard Advantage:
            After 3 (three) years of savings in this scheme the depositor (if adult) is eligible for a quard
up to 90% of his/her deposited amount. In that case, profit rates on the quard will be applicable
as per prevailing rate at that time.
Reasons for disqualification from this scheme:
 If the depositor fails to pay 3 (three) instalments in a row, then he/she will be disqualified from
this scheme and profit will be applicable as mentioned in withdrawal clause.
 If a depositor fails to pay 5 (five) instalments in a row after completion of any one of these
terms, then the Bank reserves the right to close the account and profit will be paid as mentioned in
withdrawal clause.
 In case of death of the depositor the scheme will cease to function. The amount will be handed
over to the nominee of the deceased depositor. In case of absence of the nominee, the bank will
hand over the accumulated amount to the successor of the deceased.
Rules:
 A form has to be filled at the time of opening the account. Attested photographs are advised.
 The depositor can select any of the installment amounts which cannot be subsequently
changed.
 In case of minors, the guardians may open and supervise the account in his favor.
 A single person can open more than one account for saving under several installment amount.
 The accumulated deposit with profit will be returned within one month of completion of a term.
 The depositor should notify the bank immediately on any change of address.
 The government tax will be deducted from the profit accumulated in this scheme.
 If necessary, at the request of the depositor, the scheme can be transferred to another branch.
 The Bank reserves the right to change the rules and regulations of the scheme as and when
deemed necessary.
 Income Tax on profit paid shall be deducted at the time of payment.
Investment of EXIM Bank:
As a 3rd generation leading commercial bank operating under Islamic Shariah, EXIM bank
provides/deals in a variety of banking services including wide range of deposit and investment
products, foreign exchange, remittance and other ancillary services with the support of most
sophisticated/modern IT and professional management. The main investment businesses are
focused on the following sectors/areas:
1)      Ready Made Garments
 2)      Hospitals & Clinics
3)      IT Related business
4)      Agricultural and Agricultural developments items
5)      Fishing and fishing business promotion
6)      Telecommunication
7)      Transportation and communication
8)      Forestry and furniture
9)      Construction business and housing development
10)  Leather and leather goods
11)  Plastic and other synthetics
12)  Entertainment
13)  Photography
14)  Ceramic
15)  Hotel & tourism
16)  Warehouse and container services
17)  Printing and packaging
18)  Gunning and Bailing
19)  Pathological Laboratories
20)  Cold Storages
21)   Horticulture- Flower growing and marketing
22)  Food and oil processing plants
23)   Other admissible trading and intermediaries.
Modes of investment:
 Murabaha
 Bai Muazzal
 Izara Bil Baia
 Wazirat Bil Wakala
 Quard
 Local Documentary Bill Purchased
 Foreign Documentary Bill Purchased
SMS Banking:
EXIM Bank brings SMS Banking services to provide instant access to your account information at
any time. Any mobile phone user having account of EXIM Bank can get the service through the
mobile phone upon registration.
What we offer in SMS Banking:
 Balance Enquiry
 Mini Statement
 Help Service
 Account Information.
PRICING:
The pricing decisions or the decisions related to interest and fee or commission charged by
banks are found instrumental in motivating or influencing the target market.
The pricing policy of a bank is considered important for raising the number of customers’ vis-à-vis
the accretion of deposits. Also the quality of service provided has direct relationship with the fees
charged. Thus while deciding the price mix customer services rank the top position.
The banking organizations are required to frame two-fold strategies. First, the strategy is concerned
with profit and fee charged and the second strategy is related to the profit paid. Since both strategies
throw a vice-versa impact, it is important that banks attempt to establish a correlation between two.
It is essential that both the buyers as well as the sellers have feeling of winning.
Types of Nature of Charge Charge Amount BDT  
SL
NO
  Accounts/services      
Al-Wadia-CD A/C a) Service Charge 500/- half yearly  
01.
c) Statement Charge 200/-  
    d) A/C closing Charge 200/-  
         
    e) Minimum required balance 3000/-  
         
Mudaraba Short a) Service Charge 500/- half yearly  
02.
  Term b) Incidental Charge –  
  Deposit c) Statement Charge 200/-  
    d) A/C closing Charge 200/-  
    e) Minimum required balance 5,000/-  
         
Mudaraba Savings a) Service Charge 100/-  
03.
  Account b) Incidental Charge 200/-  
         
    c) Statement Charge 100/-  
         
    d) A/C closing Charge 200/-  
         
    e) Minimum required balance 1000/-  
         
a)Collection charge i) Where there is Clearing Free  
04.
  for local Cheques House  
  ii) Where there is no Clearing At actual  
     
    House Minimum Tk. 25/-  
         
    iii) Cheque returned unpaid Tk. 50/- (flat) per  
    from Clearing House instance from the  
      account of drawee.  
    iv) Bounced Cheque drawn on Tk. 50/-(Flat) per  
    our branches (Cash, clearing instance from drawer of  
    or Transfer). cheque.  
  b)Collection  of  out a) Commission i) Up to Tk. 25000/- @  
  station   0.20%, Minimum Tk.  
    25/-  
  cheques/bills    
    ii) Tk. 25001/- to 1.00/-  
  (clean/documentar   Lac @ 0.20% Minimum  
    Tk. 75/-  
  y)    
    iii) From Tk. 100001/-  
      to 500000/- @ 0.10%  
      Minimum Tk. 200/-  
      iv) Over Tk. 500000/-  
      @ 0.05% , Minimum  
      Tk. 600/-,  
      Maximum Tk. 3000/-  
Types of Nature of Charge Charge Amount BDT
SL
NO
  Accounts/services    
    b) Postage Charge At actual.
      Minimum Tk 25/-
    c) Telegram Charge At actual.
      Minimum Tk 50/-
    d) Telex Charge Tk. 40/minute,
      Minimum Tk. 50/-
    e) Telephone Charge Tk. 40/minute,
      Minimum Tk. 50/-
Inland Remittance a) Commission @  0.15%
05.
  for issuance of   Minimum Tk. 25/-
  DD/TT/MT. b) Telephone Charge for TT Tk. 50/-
    issuance  
    c) Telex /Fax Charge for TT Tk. 50/- per minute
       
P.O/SDR Issuance Commission i) Up to Tk.  10000/-
06.
      Tk. 25/-
      ii) From Tk. 10001/- to
      Tk. 100000/- TK. 60/-
      iii) Tk. 100001/- &
      above Tk. 120/-
Issuance of Charge Tk. 100/-
07.
  Duplicate    
  Instrument    
Charge for a) DD/MT/TT Tk. 50/-
08.
  cancellation b) PO/SDR Tk. 50/-
  of instrument.    
     
09.
       
Standing Commission Tk. 50/- for compliance
10.
  Instruction   of each instruction
Issuance of Bid    
11.
  Bond, Commission/ Service Charges **
  Performance   Amended below
  Bond, Mobilizing    
  Guarantee &    
  Open Bank    
  Guarantee    
  favouring customs    
  authority:    
Nature of Charge Charge Amount BDT  
SL Types of
NO
       
Accounts/services
Locker Rent & Small size Tk. 2200/-  
12.
  Security Money      
  Medium size Tk. 2800/-  
     
         
    Large Size Tk. 3500/-  
         
    Security Money Tk. 5000/-  
    (Refundable)    
    Cost of key replacement Tk. 3000/-  

 Promotion mix
It includes
Sales promotion:
Personal selling:
Word-of- Mouth:
Sales promotion:
As a part of sales promotion the bank time to time gives gifts, special offer, commission,
incentives time to time to its customers. They give gifts on special occasions, send greeting cards
and offer other facilities on special occasion or special customers.
Personal selling:
The bank encourages personal selling rather pushes personal selling through its employees.
Time to time they gives target to every employee to achieve certain amount of account opening
under their references, bring customers for applying for loans.
Word-of- Mouth:
Much communication about the banking services actually takes place by word- of- mouth
information, which is also known as word- of-mouth promotion. The oral publicity plays an
important role in eliminating the negative comments and improving the services. This also helps
the banker to know the feedback, which may simplify the task of improving the quality of services.
EXIM  Bank Ltd is trying its best to provide standard service to its customers so that they produce
word-of-mouth marketing for them.
 PEOPLE
All people directly or indirectly involved in the consumption of banking services are an important
part of the extended marketing mix. Knowledge Workers, Employees, Management and other
Consumers often add significant value to the total product or service offering. It is the employees
of a bank which represent the organization to its customers.
In a bank organization, employees are essentially the contact personnel with customer.
Therefore, an employee plays an important role in the marketing operations of a service
organization. To realize its potential in bank marketing, EXIM Bank Ltd. become conscious in its
potential in internal marketing’ the attrition,development, motivation and retention of qualified
employee-customers through need meeting job-products. Internal marketing pave way for
external marketing of services. In internal marketing a variety of activities are used internally in an
active, marketing like manner and in a coordinated way.
The starting point in internal marketing is that the employees are the first internal market for the
organization. The basic objective of internal marketing is to develop motivated and customer
conscious employees. A service company can be only as good as its people. A service is a
performance and it is usually difficult to separate the performance from the people. If the people
don’t meet customers’ expectations, then everything will be lost. Therefore, investing in people’s
quality in service based business means investing in product quality.
When his turns comes officer tells him about the specification of saving account and other
schemes. When customer chooses saving account the officer gives him the form and instructs
him how to fulfil it. After customer complete the form and done with other required activities the
officer input the required information by the computer system they are using and notify them that
their account has been opened successfully and they can operate it now with a specific account
number. So the customer leaves the branch by opening his saving account
The Process is described as follows –
 Flow of activities: There has to be adherence to certain rules and principles in the banking
operations. The activities have been segregated into various departments accordingly.
 Standardization: EXIM Bank Ltd. has got standardized procedures got typical transactions. In
fact not only all the branches of a single-bank, but all the banks have some standardization in
them. This is because of the rules they are subject to. Besides this, each of the banks has its
standard forms, documentations etc. Standardization saves a lot of time behind individual
transaction.
 Customization: There are specialty counters at each branch to deal with customers of a
particular scheme. Besides this the customers can select their deposit period among the available
alternatives.
 Number of steps: Numbers of steps are usually specified and a specific pattern is followed to
minimize time taken.
 Simplicity: In EXIM Bank Ltd.  various functions are segregated. Separate counters exist with
clear indication. Thus a customer wanting to deposit money goes to ‘deposits’ counter and does
not mingle elsewhere. This makes procedures not only simple but consume less time.
 Customer involvement: ATM does not involve any bank employees. Besides, during usual
bank transactions, there is definite customer involvement at some or the other place because of
the money matters and signature requires.
Definition of Customer satisfaction
Customer satisfaction, a term frequently used in marketing, is a measure of how products and
services supplied by a organization meet or surpass customer expectation.
Satisfaction is as a judgment following a consumption experience – it is the consumer’s judgment
that a product provided (or is providing) a pleasurable level of consumption-related fulfilment.
Customer satisfaction is defined as “the number of customers, or percentage of total customers,
whose reported experience with a firm, its products, or its services (ratings) exceeds specified
satisfaction goals.” In other words, “The degree of satisfaction provided by the goods or
services of a company as measured by the number of repeat customers.
Importance of Customer satisfaction
1. It is the KPI within the Bank.
2. In a competitive marketplace where businesses compete for customers, customer satisfaction
is seen as a key differentiator.
3. Satisfied customers are most likely to be loyal
4. Satisfied customers generally make repeat orders
5. They generally use a wide range of services offered by Bank.
6. A few unhappy customers will have an outsize impact on your reputation online. So all of them
need to be satisfied.
7. It’s the best form of advertising.
Factors affecting Customer Satisfaction in Banking Sector:
Banking is a service industry focused towards the customer’s money and its management. An
element that strongly drove the satisfaction of customers in the banking sector was the
conviviality factor related to the features of a bank and the attributes of its personnel. So as a
service oriented industry the banking sectors face some service oriented factors that affects its
customer satisfaction.
Traditional Banking Services
The factors derived represent the different elements of retail banking are the skill and
competency of the employees, their confidence instilling behavior, number of employees in each
branch, convenient timings of the bank.
Internet Banking Services
The second factor affecting Internet banking adoption refers to the Internet Banking Services.
The most prominent and vital characteristic for any adoption of new service or product, is
generating awareness among the customers about that specific service or product.
Hence, if the consumers of a bank are not adopting Internet banking, it may be because they are
not aware about such a service being available and the added value that it offers.
Bank Image Positioning
The overall image of the bank as perceived by the customers can be termed as ‘Bank Image
Positioning’. The elements were the vision and mission statement of the bank, its clear cut
objectives to satisfy its customers, and the brand (image) of the bank.
Customer Convenience
The convenience and comforts that a customer should get from a retail bank can be termed as
‘Customer Convenience’. The elements were convenient locations of the ATMs, provision of the
ATMs at several prominent locations, the number of branches provided, convenient location of
the branches being used, and the general ambience and comfort level at the bank.
Risk Privacy in Internet Banking
Risk and Privacy Concerns is another important factor.  The element of trust in this context would
relate to the overall security of online transactions and determine the acceptability rate of this
alternative delivery channel in the long run. Security is the ability of a system to prevent illegal or
inappropriate use of its data and to deter cyber criminals and hackers. Using the Internet as
medium for transaction always entails some risks. Perceived risk in the field of e-banking can be
defined as: “the potential for loss in the pursuit of a desired outcome of using e-banking
services”. Perception of high risk associated with performing financial transactions over the
Internet may actually hinder Internet banking adoption.
Bank Charges
It relates to the reasonability of the charges collected by the bank when compared to other banks
and also levied as per Bangladesh Bank Guidelines. It’s also important to consider the number of
categories to charge the customers or impose penalties.
Bank Price Policy
It consisted of the pricing policies of the bank. The elements factored were: the interest rates
charged on loans, the interest rates offered by the bank on various deposits, and the number of
categories to charge the customers or impose penalties.
Bank CRM
It was a summation of the elements that give rise to a healthy relationship with the customers and
was termed ‘Bank CRM’. The elements involved were: average time taken to resolve a problem,
queuing in branch, the products and services offered by the bank, and the customer’s decision to
continue with the concerned bank if satisfied.
Customer Satisfaction Analysis
Purpose of the survey
This survey will be conducted to find out the customer satisfaction of  EXIM Bank Ltd. It is very
necessary for a bank to know that whether their customers are satisfied or not with their service. I
hope this survey will find out how much the customers are satisfied or not with their product and
service.
Methodology
The nature of the survey is based on quantitative information. For this I will conduct direct
interview of actual customers of EXIM Bank Ltd.
Target population
My survey focused on individuals as sampling elements. The time of study was 12 February to 15
April 2013. The research is done in Dhanmondi Branch.
Sampling Technique
Generally there are two types of sampling technique. They are probability and non-probability
sampling technique. I used non probability sampling technique.
Sample Size
The survey is conducted at Dhanmondi Branch. The age of the customers are between 20 to
above 50. The sample size is 50.
Questionnaire design
Considering the survey I collect data through a structured questionnaire using 5 point Likert scale
where (strongly disagree = 1, Disagree = 2, Neutral = 3, Agree =4, strongly agree =5) to collect
information for analyzing customer satisfaction of EXIM Bank Ltd.
Questionnaire
(For study purpose)
This questionnaire is prepared to identify the “Customer Satisfaction of EXIM Bank Ltd.’ Your
kind co-operation will ensure to discover the true scenario. Thank You.
 Customer Satisfaction level of EXIM Bank Ltd.” Dhanmondi Branch. Dhaka.
Age  ”18-25  ” 26-33   ” 34-50   ” 51-above Gender
Profession ” Business   ” Service holder   ” Student ” Others ” Male
” Female
Please show the extent to which you believe EXIM Bank Ltd, Has the feature described in the statement. Write number (1, 2, 3, 4,
and 5) that best shows your perceptions.
 

Point 1 2 3 4 5
Level         of Strongly Disagree Disagree Average Agree Strongly Agree
satisfaction

Type of service you are getting from Exam Bank Ltd.

1. Maintaining Account
2. Doing Export / Import Business
3. Maintaining Investment Account
4. Getting Services in Various Forms
Questionnaire
 
Number of Responses (%)
  Strongly Disagree Neutral Agree Strongly Agree
Disagree
1. The customer are cordially received to 16% 24% 40% 20%
EXIM Bank. 0
2. The customers get proper explanation of
their queries from Bank employees. 0 20% 10% 54% 16%
3. Employees are knowledgeable about the
products and services of EXIM Bank. 0 12% 6% 56% 26%
4. The employees of EXIM Bank understand
your specific need. 0 30% 16% 44% 10%
5. The employees speak clearly and
understandably. 0 33% 10% 36% 22%
6. The employees are able to resolve
customer problem. 0 40% 10% 38% 12%
7. The employees show professionalism
while dealing with customer enquiry. 0 20% 12% 48% 20%
8. The employees of EXIM Bank offer
pertinent advice to the customers. 0 30% 6\% 54% 10%
9. EXIM Bank ensures ethics and
transparency at all level. 0 40% 2% 44% 14%
10. EXIM Bank uses effective management
information system. 0 30% 10% 40% 20%
  Strongly Disagree Neutral Agree Strongly Agree
Disagree
11. EXIM Bank provides available ATM
Booth services for their customers. 0 60% 6% 30% 4%
12. Service charges of EXIM Bank are
reasonable as comparatively to other banks. 0 24% 12% 54% 20%
13. EXIM Bank makes its customers
comfortable with its percentage of return. 0 36% 2% 38% 24%
14. EXIM Bank completes your transaction
rapidly. 0 32% 8% 52% 8%
15. EXIM Bank provides satisfactory local
and foreign remittance services . 0 36% 18% 40% 6%
16. Customers are satisfied with  SME
banking, debit card, credit card facilities. 0 30% 6% 48% 10%
17. EXIM Bank takes less time for
documentation. 0 36% 4% 50% 10%
18. EXIM Bank provides customers
satisfactory investment services. 0 20% 2% 60% 18%
19. EXIM Bank approves loans easily.
0 24% 0 56% 20%
20. EXIM Bank emphasizes on profit
maximization. 0 22% 0 48% 30%
Mean value
0 29.5% 8.2% 46.5% 15.8%

After conducting the survey we came to the conclusion that the average of agree is highest. That
means they believe that EXIM Bank Ltd. provides the service to their satisfaction level.
SWOT Analysis
SWOT analysis is the detailed study of organization exposure and potential in perspective of its
strength, weakness, opportunity and threat. The facility of the organization is to make its existing
line of performance and also foresee the future to improve their performance in comparison to
their competitors. So if we consider EXIM bank as a business firm and analyze its strength,
weakness, opportunity and threat the scenario will be as follows:
 Strengths of EXIM Bank:
 Their growth rate is already high and they can provide huge advantage to their customer to
getting loan and other facilities.
 Their deposit base is very strong and they have strong financial resource.
 As Islami sariah based EXIM bank has a prominent sariah council and they can provide
different types of Islami Banking products.
 Their leadership is good as well as they have top management level team.
 EXIM bank has the supervision of the advisors and chairman of the Bank.
 Other strength is company reputation to attract the customers.
 They have cooperation with each other.
 The major strength of EXIM bank is the skilful and good combination of young and experienced
brand of work force.
 EXIM bank introduces online banking all over the country.
Weaknesses of EXIM Bank Ltd:   
 All the time customers are not satisfied about the bank service quality.
 Excessive dependency on term deposits.
 They have no sufficient employee to serve their customers.
 Lack of proper motivation, training and job ration.
 Lack of own ATM services and credit cards need to be expanded vastly with market demand.
 The advertisement activity should increase about the bank product.
Opportunities of EXIM bank
 They should increase credit card business
 Try to launch own ATM and card services
 Now a day many banks are coming to the market in present scenario.So try to expand their all
facilities.
 They should spread scope or market penetration through diversified products and wide
banking  network.
Threats of EXIM bank
 Market pressure for lowering the interest rate
 Foreign currency quick fluctuation
 Increased competition from Islamic bank and other commercial bank
 Deteriorated export import and guarantee business due to indecent competition as well as
economic slurp.
FINDINGS
This is an important part of my report titled, “A Study on Customer Satisfaction of EXIM Bank
Bangladesh Limited”. In finding part, I am interpreting the results of my survey on 50 sample
customers. The result of this study are stated below:
 EXIM Bank Bangladesh Ltd is focused on Islami Shariah based banking system. Their main
motto is profit sharing.
 EXIM Bank has different loan scheme among them one is retail loan and another is corporate
loan. In case of retail loan the loan size is lower. But in case of retail loan the loan is decided as
per negotiation with the client.
 They provide different attractive schemes to the clients than other banks and they deduct 10%
of profit from the savings of the client as per tax on behalf of the government.
 Its current ratio is increasing year to year which means the bank is able to pay its short term
obligations.
 Its cash ratio is also increasing it means it is able to meet the cash requirements of the clients.
 The opening profit margin, Net profit Margin, ROA ROE is satisfactory.
 The P/E ratio of EXIM Bank is declining that means investors are paying more for each unit of
net income.
 They provide quality financial services in export and import trade.
 EXIM Bank does not give attention on advertisement. In a competitive banking sector a bank
has to enhance advertisement campaign in order to get or retain its market share.
 The core strength of EXIM Bank is its strong and reliable client base. KYC is the motto of this
bank.
 Most customers choose this bank service because of their better service.
 Most customers are satisfied with the branch location. Because customers need safety and if
the bank location is near by the office or home so they are more interested to open an account in
this bank.
 Most customers are satisfied with the service charge of the bank. Customers think that service
charge is quite low than other banks.
 The bank provides necessary information in time.
 The customers are satisfied about the solve of the problem. The bank is most careful to solve
the customers’ problems.
 The behaviour of the employees is satisfactory. Most of the employees’ behaviour is good
that’s why customers are satisfied.
 Most customers are satisfied with their delivery process.
 The internal decoration of the bank is attractive.
 The employees maintain formal dress code.
 EXIM Bank values its high profile customers.
 It is very much committed to its clients.
 Branch environment of the bank is pleasant.
 Employees need more training from time to time. The bank provides training in time. But it
should be increased.
 The customers are not satisfied with the number of ATM booth.
 EXIM Bank is quick service provider.
 The employees of the bank are very friendly and helpful.
Conclusion
The Export Import bank of Bangladesh limited is a new generation bank with a dynamic outlook
combining both shariah based and modern technology driven banking services. Since after its
inception the bank is satisfactorily contributing to the growth of GDP of the country through
stimulating trade and commerce accelerating the pace of industrialization boosting up export,
creating employment opportunity for the educated youth, poverty alleviation, raising standard of
living of limited income group and overall sustainable socio economic development of the
country.
There are lots of local and foreign banks competing in banking industry in Bangladesh and the
EXIM Bank Limited is keeping its promises very successfully. The efficient employees of EXIM
Bank always emphasize on customer satisfaction by providing them with high quality products
and services in easier process within shorter time period. EXIM Bank concentrates on customers’
expectation in such a way that the satisfaction level of the customers can reach to 100% level.
The bank is gaining improvement in almost all sectors over the last year. The bank has all the
possibilities of becoming one of the leading banks of the country if it can maintain this trend of
improvement.
Before internship I had idea about banking but it was only bookish. Now after completing my
internship period and preparing term paper on customer satisfaction I got practical aspect of
banking. It will definitely help me to observe the things from banking perspective.