Service Processing and Range of Services in a Commercial Bank: A Case Study on City Bank Limited

Abstract

Internship program is one of the requirements for the students who are going to be graduated from theBBA program of United International University, I got the opportunity to do my internship froma host organization named ‘The City Bank Limited.City bank limited has its prosperous past, glorious present, prospective future.The timing of my internship period was three months. In the internship period I learned about the various services provided by the bank and the corporate culture of that organization. I have required by my supervisor to make a report on:Service Processing and Range of Services in a Commercial Bank: A Case Study on City Bank Limited. So during this time I learnedthat how to run an office. So at first we all know that Bangladesh bank is a central bank controlling all other banks currently operating in Bangladesh. Banking sector is a significant part of financial sector that includes 6 state-owned commercial banks, 39 domestic private commercial banks, 2 government-owned specialized banks, 9 foreign commercial banks. Banks have some rules and some code of ethics that they have to follow in their pursuit of profits. City bank has a very wide range of services which are given to the customers that are opening account that are savings, current , deposit etc. then also debit or credit card, telephone banking, SME banking, mobile banking, loan, cash transaction etc. City bank is one of the oldest commercial bank it was established 27 March 1983. Its currently has 311 ATM booths. Present Chairman of this bank is MohammadShoeb . In their 25th anniversary 2008 they changed their logo and image. This bank has well-established vision, mission and objectives. They have 5 values. They follow hierarchical organizational design, which means their decisions are taken by Chairman, Vice chairman. Board of Director etc. then these orders have to be followed by others. Basically they set a target that has to be fulfilled by others. They give services to the customers that are opening account, like savings, current deposit , FDR, Monthly deposit scheme etc. They give loans to the customers that are auto loan , personal loan home loan etc. Debit or credit card are another important services by the bank. SME loan is another type of service the organization is currently focusing on. Some customers like to follow Islamic shariah rules for them they give services which called Manarahaccount in this services customers account are opening by following Islamic rules that called AL- wadiah. Through City touch they give online services for the customers and customers have to use their apps by that they can check their current account, savings account etc. So as an intern I found that in branch they mainly operate throughvarious sections.Each of these sections headed bycustomer service manager mainly open accounts, FDR, Monthly deposit scheme, pay order, Cheque issue etc. But I noticed in this bank they required many documents and sometimes customer feel annoyed for these requirements. In card section they give debit or credit card. Another one is loan they want to give loan as much as they can, and last is cash transaction section here customer come for borrowing cash or to deposit cash. And at last I suggest some suggestions for this bank that are they can open account with the minimum possible information mandated by the prevailing laws.I also recommend a re-evaluation of the servicescape of the bank along the necessary tangibles for the purpose of communication and aiding the service performance.