Introduction

Banking has a long and rich history. It started as a result of people’s need. And with ages it has
been playing an important role in fulfilling the dire needs of businessmen and others. As the
size and complexities of business is increasing day by day banking sector is also providing
various innovative services with basic functions to increase size but to reduce the complexities.
Modern banking is a result of evolution driven by changing economic activities and life styles.
Entering in to a new millennium, banking needs have become more diverse and exotic than
ever before. It is known now that commercial bank is a profit maximizing institution. Hence it
should provide loans to those sectors in which its return is higher. But the nationalized
commercial banks are conducting banking business with different purposes. The main purpose
is not just to make profit but also to maximize the social benefit. Commercial banks provide a
variety of other services

to their customers as for example remittance facilities, credit information about customers,
financial advice, collection of debts and dues etc. Banks also provide a number of trust services
to their customers. These services may either corporate trust services, which arise in connection
with the issue of bonds; personal trust services under which they manage property on behave
of their clients or corporate pension funds that provide retirement benefit for their employees.

Significance of the program

The general banking activities of Rupali Bank Ltd. Encompass a wide range of financial
services, including deposit-taking, lending, foreign exchange transactions, remittance services,
and various other banking operations. Banks play a vital role in economic development by
mobilizing savings and channeling them into productive investments. It’s activities can provide
insights into how it contributes to the economic growth of the region it serves. It May engage
in initiatives to promote financial inclusion by providing banking services to underserved or
unbanked populations. Understanding its outreach efforts can shed light on efforts to promote
inclusive growth. Banking activities involve inherent risks, including credit risk, market risk,
and operational risk. By studying Rupali Bank Ltd.’s risk management practices, researchers
can assess how effectively the bank identifies, monitors, and mitigates these risks. The quality
of banking services can significantly impact customer satisfaction and loyalty. Researching
Rupali Bank Ltd.’s customer service practices and satisfaction levels can inform strategies for
improving service delivery and enhancing customer experience.

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1.3 Objectives Of The Program
Specific Objective

• To know the different activities of the Rupali Bank ltd.

General Objective

✓ To know the banking sector of Bangladesh.

✓ To understand and analyze the overall activities of Rupali Bank.
✓ To give suggestion the ways and means for improvement in policy and techniques.

1.4 Scope of The Programs

The primary emphasis of the study centers around the General activities at Rupali Bank Ltd.,
Trishal Branch, Trishal. Nevertheless, the program will also encompasses an overview of
Rupali Bank Ltd. Additionally, it delves into the general banking practices will be observed at
the Trishal branch during the internship program.

1.5 Literature Review

So far research may be conducted on methods to measure as well as improve general banking
actions measuring & making sure of Bank customers, resources of general banking actions.
The examined articles in order to prepare this particular report are the following:

Based on M. K Splash and D. Michael. Mahatma (2005), With better knowledge of general
Banking Actions, companies can determine those things required to satisfy the customers’
needs. They are able to identify their personal strengths and weak points, where they stand
compared to their competitors, graph out path long term progress and enhancement. General
Banking Activity measurement helps you to promote an elevated focus on customer outcomes
and stimulate improvements within the work practices as well as processes used inside the
company.

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Kotler (1999) furthermore noted that satisfaction can be a function of identified performance
and anticipations which identifies feelings of the person resulting coming from comparing a
products perceived performance in terms of his or her expectations. for many companies and
organizations, obtaining feedback coming from customers and consumers is essential. It gives
you them with any glimpse into what they may be doing right, what they may be doing wrong,
since well as ways that operations and relationships could possibly be improved. But getting
and organizing this kind of feedback in an easy method it can effortlessly be sorted and bought
to the right people inside the company are frequently challenging.

Levesque. T McDougall, Gary. H. G. (1996) researched on Determinants regarding customer

Satisfaction inside retail banking, as well as the study investigated the particular major
determinant of customer care and future behavioral intensions inside the retail banking market.
The study pinpoints the determinants offering service quality proportions (e.g. getting hired
right the initial time). Service characteristics (e. g. competing interest rates), program problems,
service restoration and products employed. The study locates, in particular, that service
problems as well as the bank’s service recovery ability use a major impact on customer care
and intention to modify banks. However, the outcome does not help the view in which
satisfactory problem recovery contributes to greater customer satisfaction or closer ‘bonding’
with the customer with the particular provider. At finest a satisfaction difficulty recovery leads
for the same level of customer care as when a challenge had not taken place.

M. S. Khondaker and also M. Z. Mir (2006), General Banking activities can be a grossly
neglected area for efficiency measurement in virtually all least Developed Nations (LDCs)
around the world and Bangladesh is not any exception. Like many LDCs. Bangladesh can be
coming under pressure from the IMF, World Bank, ADB etc. to be able to reform its
unproductive financial sector. Anecdotal evidence suggests that state owned commercial banks
(SCBs) have got lost their market Share which is near to closure because of the poor service
top quality as perceived simply by their customers. On the other hand, private and overseas
commercial banks in the same social-economic and also cultural settings are usually growing
rapidly together with higher profits and also market share.

Rullis, H. (2011), Reason for the research would be to identify customers’ satisfaction with
web banking high quality and customers’ loyalty. Internet banking quality is essential Variables
which influence ownership of web banking as well as customers’ devotion. Research outcomes
identified which general banking users are pleased with banking reliability, banking user

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friendliness, general banking quality. Investigation methods utilized: literature evaluation,
survey techniques, descriptive data and variables evaluation.

Naik, C.N.K. (2010), Service Quality is actually pivotal with regard to satisfying clients,
retaining all of them and making loyalty. This investigation uses SERVQUAL to investigate
the space between awareness and expectations from the customer, concerning using the service
of retail units. Five dimensions operating quality –tangibility, reliability, responsiveness,
empathy and assurance happen to be considered itch this empirical investigation. General
reason for this research to understand some parameters that impact customers satisfaction.
Result associated with research demonstrated that services provided by retail models have good
impact and thereforere significant within building client satisfaction.

Zafar, M. (2012) The fundamental aim of the study would be to explore most typical constructs
with regard to quality associated with banking providers, which influence client satisfaction
and look at the effect of client satisfaction on client loyalty within the context associated with
banking associations. The outcomes of the research show that there’s a good and substantial
link between client satisfaction and constructs associated with service high quality like
tangibility, dependability, competence, conflict handling and additional study deduced that
client satisfaction is favorably significant associated with customer devotion. The actual
pointed out studies, publications as well as publications happen to be accustomed to create
obvious ideas concerning the subject common financial actions so that as the guide to organize
and arrange this particular statement.

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1.6 : Limitations of The Program
During the internship, several constraints will encounter, both from the perspective of the bank
and the intern.

1.6.1 Firstly, due to the vastness of Rupali Bank Ltd., Trishal Branch, there is limited time to
gain in-depth knowledge across all its departments.

1.6.2 Secondly, the bank’s busy schedule will make it challenging to provide sufficient
guidance to the internship consistently. Access to practical and up-to-date data will also be
limited.

1.6.3:Additionally, the inherent confidentiality of organizational information restricted the

disclosure of certain details during employee interviews.

Finally, the time allocated for the internship proved insufficient for obtaining comprehensive
knowledge. These limitations will collectively impact the depth and breadth of the intern’s
study.

1.7 Methodology
The internship program will aim to provide practical knowledge in applying theories, plans,
policies, and general practices within organizations. The specific focus will on banking
practices, particularly general banking services at the Trishal Branch of Rupali Bank. The
objective will to assess and report on these services. The approach will include collecting and
utilizing both primary and secondary data to gauge customer satisfaction and provide insights
into RBL’s general banking activities at Trishal Branch in Mymensingh

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1.8 Study Method
The qualitative and quantitative will be collected, analyzed, and used in the preparation of the
report. Qualitative and quantitative will collect through observations, conversations, face to
face interviews with office staff and clients of the branch. This study will include visit the
branch several days during the operation hour to get the appropriate insights about the general
banking activities covering deposit management, loan management. Based on the observation
and data collection from different sources the analysis will be conducted. Based on the Result
of the analysis, this report will be prepared.

Tentative Framework of this Internship

STEP TIME TASK

1 10-Apr-23 Applying For the Internship Program
2 5-May-23 Starting Internship
3 15-Jun-23 Submitting Internship Proposal
4 25 July to 15 September Internship timeframe
5 Second week of September Draft report preparation
6 Last week of September Submitting draft Internship Report
4 First week of October Submitting final Internship Report

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References

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• Baten, M. A. (2010). E-Banking of Economical Prospects in Bangladesh. Journal of
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in-bangladesh-1-10.pdf
• Janjua, P. Z., & Akmal, M. (2014). A comparative analysis of customers’ satisfaction
for conventional and Islamic insurance companies in Pakistan. International Journal
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• Rupali Bank PLC. (n.d.). https://rupalibank.com.bd/
• Service Quality (SERVQUAL) and Its Effect on Customer Satisfaction in Retailing.
(2010). European Journal of Social Sciences, 16, 231–243.
https://pdfs.semanticscholar.org/d124/e866687313a05a8ae38c2cd8d7f49e257830.pdf
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• Zafar, M., Zafar, S., Asif, A., Hunjra, A. I., & Ahmad, H. (2012). Service Quality,
Customer Satisfaction and Loyalty: An Empirical Analysis of Banking Sector in
Pakistan. Social Science Research Network.
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