INTERNSHIP REPORT

ON
Customer Service of Midland Bank Limited,
Rangpur Branch

This internship report is submitted to the Department of Marketing, Begum

Rokeya University, Rangpur as a part of completing Bachelor of Business
Administration, Examination-2022

Course Code: MKT 4207

Course Title: Internship Program

Prepared by: Supervised by:

Dhrobo Chandro Ray Sheikh Majedul Huq
ID: 1807044 Associate Professor
Reg. No: 000011501 Department of Marketing
Session: 2018-19 Begum Rokeya University, Rangpur
BBA 4th Year 2nd Semester Phone: +8801712499349
Department of Marketing Email: smh.mkt@brur.ac.bd
Begum Rokeya University, Rangpur

Date of Submission: 10th May 2023

 INTERNSHIP REPORT
ON
“ Customer Service of Midland Bank Limited,
Rangpur Branch”
 This Work is Dedicated
to My Beloved Parents:

Ronjita Ray
&
Gonesh Chandro Ray
 Declaration
I, Dhrobo Chandro Ray, student of Department of Marketing, 11th Batch, ID No:
1807044, from Begum Rokeya University, Rangpur declare that this internship report
on “Customer Service of Midland Bank Limited, Rangpur Branch”. It is
completely of my own work references are provided as it free of plagiarism.

…………………….
Dhrobo Chandro Ray
ID No: 1807044
Reg. No: 000011501
Session: 2018-2019
BBA 4th Year 2nd Semester
Department of Marketing
Begum Rokeya University, Rangpur.
 Letter of Transmittal

03-05-2023
Sheikh Majedul Huq
Associate Professor
Department of Marketing
Begum Rokeya University, Rangpur.

Subject: Submission of the Internship report on “Internship Report on

Customer Service Activities of Midland Bank Limited: A Study on Rangpur Branch.

Dear Sir,

I hereby submit my internship report titled Customer Service of Midland Bank

Limited, Rangpur Branch.

In this report, I sincerely hope that this report will meet your expectations. I would like
to add here that my internship period at MDB was indeed a great learning experience
for me.

Thank you for your kind cooperation and support.

Sincerely,

Dhrobo Chandro Ray

ID: 1807044
Reg. No. 000011501
Session: 2018-19
BBA 4th Year: 2nd semester
Department of Marketing
Begum Rokeya University, Rangpur.
 Sheikh Majedul Huq
Department of Marketing
Associate Professor
Begum Rokeya University, Rangpur Department of Marketing
Begum Rokeya University, Rangpur.
www.brur.ac.bd Rangpur-5404, Bangladesh
E-mail: smh.mkt@brur.ac.bd
Cell Phone: +8801712499349

Certificate of Supervisor

This is to certify that Dhrobo Chandro Ray, ID: 1807044, Reg. No: 000011501,
Session: 2018-2019, Department of Marketing, Begum Rokeya University, Rangpur
has completed the internship paper “Customer Service of Midland Bank Limited,
Rangpur Branch” under my supervision. He has prepared an internship paper and
submitted it to the Department. I think on the basis of his declaration, he completed this
research program by himself. I recommended him to submit the report for evaluation.

I wish him success at every sphere of his life.

…………………………
Sheikh Majedul Huq
Associate Professor
Department of Marketing,
Begum Rokeya University, Rangpur.
 Acknowledgement

First of all, I would like to thank my honourable teacher and supervisor of this report
Sheikh Majedul Huq for providing me with invaluable guidance in preparation of this
internship report. Without his help and support, I could never have finished this report.
I am very much thankful to the Midland Bank Limited, Rangpur Branch. They provided
me with much needed information and other required assistance in order to prepare
this report.

I also wish to thank and give the due respect to my family and friends for their
cordial support and help they offered throughout the process of preparing the
whole report. Especially I want thank those person who were our batch mates.
They gave their valuable time and suggestion. I want to give thanks to all these
persons.
 Executive Summary
The bank has always been considered one of the foundations of the business. In this
area of the economy, in order to make improvements in the economy and business,
there must be effective banking procedures to support not only the economy but also
the support of the people. This notice relates to the customer service of Midland
Limited, Rangpur Branch. This report is prepared as a requirement for the successful
completion of my internship program at Midland Bank Limited, Rangpur Branch.

First chapter consists of introduction, background, scope, objectives, methodology and

limitations of the study. In the second chapter, it reflects about the company profile.
The company profile divides into history, mission, vision, goal and core values of
Midland Bank Limited. It also describes about objectives of the company and features
as well as products and services of the bank. After that, chapter three contains the
customer service activities with different types of account of Midland Bank Ltd. There
is also discussed about the clearing and bill section of the organisation. Bank provides
their customer service with a distinct way and always focus on customer satisfaction.
At last, the report contains some findings, recommendations about the bank. With
references it finish in conclusion.
 Table of Contents
Chapter-1: Introduction ......................................................................................................... 1
1.1: Introduction .................................................................................................................. 2
1.2: Background of the study .............................................................................................. 2
1.3: Scope of the study ......................................................................................................... 2
1.4: Objectives of the study ................................................................................................ 2
1.5: Methodology of the study ............................................................................................ 3
1.6: Limitations of the study .............................................................................................. 3
Chapter 02: Company Profile ................................................................................................ 4
2.1: History of MDBL ......................................................................................................... 5
2.2: Mission of MDBL ......................................................................................................... 5
2.3: Vision of MDBL ........................................................................................................... 5
2.4: Core Values of MDBL .................................................................................................. 6
2.5: Goal of MDBL .............................................................................................................. 6
2.6: Objectives of MDBL ..................................................................................................... 6
2.7: Features of MDBL ........................................................................................................ 7
2.8: Product and Services of MDBL ................................................................................... 8
Chapter 03: Customer Service Activities of MDBL ........................................................... 10
3.1: Customer Service ........................................................................................................ 11
3.2: Savings Account .......................................................................................................... 11
3.3: Current Account ........................................................................................................ 12
3.4: Fixed Deposit Account................................................................................................ 12
3.5: DPS Account .............................................................................................................. 13
3.6: Pay Order .................................................................................................................... 13
3.7: E-Cash(ATM).............................................................................................................. 14
3.8: Clearing & Bill Section............................................................................................... 15
3.9: Employee Benefits....................................................................................................... 16
Chapter 04: Findings, Recommendation & Conclusion ..................................................... 18
4.1: Overview of the data collection and use ................................................................... 19
4.2: Findings and Impact analysis .................................................................................... 19
4.3: Key findings and recommendations ......................................................................... 20
4.4: References ................................................................................................................... 20
 Chapter-1
Introduction

1|Page
1.1: Introduction:
A bank is a financial institution that accepts deposits from individuals, businesses, and
other entities, and then uses those funds to make loans or invest in various financial
assets. Banks play a crucial role in the economy by facilitating financial transactions,
providing credit to individuals and businesses, and managing risk. They offer a variety
of services such as checking and savings accounts, credit cards, mortgages, personal
loans, business loans, and investment services. Banks are typically regulated by
governmental authorities to ensure they operate within certain guidelines and maintain
the safety and stability of the financial system. The bank offers a wide range of financial
products and services, including deposit products, loan products, foreign trade services,
and treasury services, among others. The bank operates through a network of branches
and ATMs throughout Bangladesh.

1.2: Background of the study:

In the world of classroom competition, classrooms, education not only promotes career
achievement through accreditation, but practice makes sense and concepts limit
learning by putting the student in real-world activities that the job involves. A
competition has usually been created for this career for all financial graduates of Begum
Rokeya University, Rangpur. As part of the BBA program, all students at this school
will be required to have an internship in order to gain an understanding of modern
business. This course covers the last three months of the organisation's report on the
work done and learned during the internship. For the necessary training, an internship
called “Midland Bank Ltd. HR Management Division” was organized following an
internship at Midland Bank Ltd, Rangpur Branch.

1.3: Scope of the study:

In my report, I mention several Midland Bank Limited customer support businesses.
The purpose of the report is to comply with the annual report and on the website and to
communicate with the management. They also have my observation and work
experience during the course of the work. Previously, a brief description of Midland
Bank Ltd was provided to understand its functions and functions.
Therefore, the scope of the disclosure will include the organizational experience of
Midland Bank Ltd. We have attempted to monitor and evaluate service personnel based
on necessary information contained in records and in consultation with company
officials.

1.4: Objectives of the study:

● To identify the existing procedures and techniques of general banking of
MDBL.
● To understand the procedures of customer care service of MDBL.
● To identify the effectiveness of MDBL.
● To find out the customer satisfaction level of MDBL.

2|Page
1.5: Methodology of the study:
Primary Sources
✔ Face to face conversation with customer.
✔ Personal observation.
✔ Practical deskwork.
✔ Discussion with employee and customer.

Secondary Sources
✔ Annual report of MDBL.
✔ Website and internal server of MDBL.
✔ Relevant books, research papers and journals.
✔ Different documents of MDBL.

1.6: Limitations of the study:

✔ Related information and difficult data retention are due to confidentiality by the
organization.
✔ Sometimes, customers do not have enough time to answer the questions properly.
✔ Lack of completeness of necessary information and documents.
✔ Due to lack of time, it was not possible to gather good knowledge about Midland
Bank Ltd.
✔ It is very difficult to measure the level of employee performance in a short period
of time.
✔ Insufficient books, advertisements and newsletters about bank information.

3|Page
 Chapter 02
Company Profile

4|Page
2.1: History of MDBL:
Midland Bank Limited (MDBL) is a commercial bank in Bangladesh. Here is a brief
history of MDBL:
Midland Bank Limited was incorporated on March 20, 2013, as a public limited
company under the Companies Act, 1994, and received its banking license from the
Bangladesh Bank on September 18, 2013.
The bank started its commercial operation on September 26, 2013, with the aim of
providing innovative and customized financial services to its customers.
The initial capital of the bank was BDT 4.00 billion, which was subscribed by a group
of local and foreign investors.
The bank has a network of 40 branches across Bangladesh, providing a wide range of
banking products and services, including retail banking, corporate banking, SME
banking, and Islamic banking.
In 2019, the bank's total assets reached BDT 76.81 billion, and its net profit was BDT
290.24 million.
Midland Bank Limited has received several awards and recognitions for its
performance, including the "Best Bank in Bangladesh" award from the UK-based
financial magazine Euromoney in 2018 and 2019.
Overall, Midland Bank Limited has made significant progress since its inception and
has established itself as a reliable and customer-focused bank in Bangladesh.

2.2: Mission of MDBL:

The mission of Midland Bank Limited Bangladesh is to provide innovative and
customized financial solutions to its customers, while adhering to the highest standards
of professionalism, ethics, and corporate governance. The bank aims to build long-term
relationships with its customers by understanding their needs and delivering high-
quality services that meet or exceed their expectations. Additionally, MDBL is
committed to promoting financial inclusion in Bangladesh by providing banking
services to underserved segments of the population, such as
small and medium-sized enterprises and rural communities. Through its mission,
Midland Bank Limited seeks to become a leading financial institution in Bangladesh
and contribute to the country's economic growth and development.

2.3: Vision of MDBL:

The vision of Midland Bank Limited Bangladesh is to be a premier financial institution
in the country, providing superior value to its customers, shareholders, and employees.
The bank aims to achieve this vision by leveraging technology and innovation to deliver
innovative financial solutions and excellent customer service. Additionally, MDBL
seeks to build a culture of excellence, integrity, and teamwork, where employees are
empowered to achieve their full potential and contribute to the bank's success. Through
its vision, Midland Bank Limited aspires to be recognized as a trusted and respected
financial institution in Bangladesh and a leading player in the industry.

5|Page
2.4: Core Values of MDBL:
The core values of Midland Bank Limited Bangladesh are as follows:
Customer focus: MDBL is committed to understanding its customers' needs and
delivering innovative and customized financial solutions that meet or exceed their
expectations.
Professionalism: The bank adheres to the highest standards of professionalism in its
operations, with a focus on delivering high-quality services and building long-term
relationships with its customers.
Integrity: MDBL upholds the principles of honesty, transparency, and accountability
in all its activities and interactions, and strives to earn and maintain the trust of its
customers, shareholders, and stakeholders.
Teamwork: The bank believes in the power of collaboration and teamwork and fosters
a culture of mutual respect, support, and cooperation among its employees.
Innovation: MDBL promotes a culture of innovation and creativity, leveraging
technology and new ideas to deliver cutting-edge financial solutions to its customers.
Social responsibility: The bank recognizes its role as a responsible corporate citizen
and is committed to making a positive impact on society and the environment through
its business practices and social initiatives.

2.5: Goal of MDBL:

The main goal of Midland Bank Limited Bangladesh is to become a leading financial
institution in the country, providing innovative and customized financial solutions to
its customers and contributing to the economic growth and development of Bangladesh.
The bank aims to achieve this goal by expanding its presence across the country,
leveraging technology and innovation to deliver superior value to its customers, and
building a culture of excellence, integrity, and social
responsibility. Additionally, MDBL seeks to create value for its shareholders and
employees by delivering sustainable and profitable growth, fostering a culture of
innovation and teamwork, and providing a supportive and rewarding work
environment. Ultimately, the goal of Midland Bank Limited is to be recognized as a
trusted and respected financial institution in Bangladesh and a leading player in the
industry.

2.6: Objectives of MDBL:

Midland Bank Limited (MDBL) is a private commercial bank in Bangladesh. The
primary objectives of MDBL are:
1. To provide banking services to individuals, businesses, and other organizations and
help them manage their finances effectively.
2. To support the economic growth of Bangladesh by providing financial assistance to
different sectors of the economy, such as agriculture, industry, and trade.

6|Page
3. To promote financial inclusion by reaching out to underserved and unbanked
segments of the population and offering them access to formal financial services.
4. To maintain high standards of corporate governance and ethics, and comply with
regulatory requirements.
5. To ensure the satisfaction of its stakeholders, including customers, shareholders,
employees, and the community at large.
6. To adopt innovative technologies and practices to enhance operational efficiency and
provide better customer service.
7. To foster a culture of learning and development among its employees, and promote
a diverse and inclusive work environment.
Overall, MDBL aims to be a leading player in the banking sector in Bangladesh, and
contribute to the socio-economic development of the country.

2.7: Features of MDBL:

Here are some of the key features of Midland Bank Limited Bangladesh:
Innovative products and services: MDBL offers a wide range of banking products and
services, including retail banking, corporate banking, SME banking, and Islamic
banking.
The bank is known for its innovative and customized financial solutions, designed to
meet the diverse needs of its customers.
Technology-driven approach: MDBL leverages technology to deliver efficient and
convenient banking services to its customers. The bank has invested in digital channels
and platforms, such as mobile banking, internet banking, and ATM services, to enhance
the customer experience.
Customer-centric approach: The bank is committed to understanding its customers'
needs and providing personalized and responsive services that exceed their
expectations. MDBL has a dedicated customer service team that is available 24/7 to
assist customers with their banking needs.
Strong corporate governance: MDBL has a robust corporate governance framework
in place, with a focus on transparency, accountability, and ethical conduct. The bank
has a board of directors that oversees its operations and ensures compliance with
regulatory requirements.
Social responsibility: The bank recognizes its role as a responsible corporate citizen
and is committed to making a positive impact on society and the environment. MDBL
has implemented several social initiatives, such as education programs, healthcare
services, and environmental sustainability projects, to contribute to the welfare of the
communities it serves.
Recognition and awards: MDBL has received several awards and recognitions for its
performance and contribution to the banking industry in Bangladesh. For example, the
bank was named the "Best Bank in Bangladesh" by the UK-based financial magazine
Euromoney in 2018 and 2019.

7|Page
2.8: Product and Services of MDBL:
Loan Products:
Midland Bank Limited Bangladesh offers a variety of loan products to meet the
financing needs of its customers. Here are some of the loan products offered by MDBL:
1. Personal loan: This loan is designed to help individuals finance their personal needs,
such as home renovation, wedding expenses, or travel expenses. The loan amount and
repayment terms are determined based on the customer's income and creditworthiness.
2. Home loan: This loan is designed to help customers finance the purchase or
construction of a new home or apartment. MDBL offers both fixed and floating interest
rate options and flexible repayment terms.
3. Auto loan: This loan is designed to help customers finance the purchase of a new or
used car. MDBL offers competitive interest rates and flexible repayment terms, and the
loan amount is determined based on the customer's income and creditworthiness.
4. SME loan: This loan is designed to help small and medium-sized enterprises (SMEs)
finance their business needs, such as working capital, inventory, or expansion. MDBL
offers both secured and unsecured loan options and flexible repayment terms.
5. Corporate loan: This loan is designed to help large corporations finance their
business needs, such as capital expenditure, expansion, or acquisition. MDBL offers
customized loan solutions to meet the specific needs of its corporate customers.
6. Agriculture loan: This loan is designed to help farmers and rural entrepreneurs
finance their agricultural activities, such as crop cultivation, livestock farming, or
fisheries. MDBL offers competitive interest rates and flexible repayment terms to
support the growth of the agriculture sector in Bangladesh.
Consumer Finance Products:
Midland Bank Limited Bangladesh offers a range of consumer finance products to help
individuals and households manage their finances and achieve their financial goals.
Here are some of the consumer finance products offered by MDBL:
1. Credit card: MDBL offers credit cards with a range of features and benefits, such
as cashback rewards, discounts on shopping and dining, and travel privileges. The bank
offers both Visa and Mastercard options, and customers can choose from a variety of
card types based on their preferences and needs.
2. Education finance: This product is designed to help customers finance their
education expenses, such as tuition fees, books, and accommodation. MDBL offers
flexible repayment terms and competitive interest rates to make education financing
more accessible and affordable.
3. Consumer durable finance: This product is designed to help customers finance
their purchases of consumer durable goods, such as home appliances, electronics, and
furniture. MDBL offers both secured and unsecured options, with flexible repayment
terms and competitive interest rates.
4. Travel finance: This product is designed to help customers finance their travel
expenses, such as airfare, hotel accommodation, and travel insurance. MDBL offers
travel finance options with flexible repayment terms and competitive interest rates,
allowing customers to plan and book their travel without worrying about upfront costs.

8|Page
5. Healthcare finance: This product is designed to help customers finance their
medical expenses, such as hospital bills, diagnostic tests, and medicines. MDBL offers
healthcare finance options with flexible repayment terms and competitive interest rates,
making quality healthcare more accessible and affordable for customers.
Deposit Products:
Midland Bank Limited Bangladesh offers a range of deposit products to help customers
grow and manage their savings. Here are some of the deposit products offered by
MDBL:
1. Savings account: This is a basic deposit account designed for individuals who want
to save their money and earn interest. MDBL offers savings accounts with competitive
interest rates and low minimum balance requirements.
2. Current account: This is a deposit account designed for businesses and individuals
who need to make frequent transactions. MDBL offers current accounts with
chequebook facilities, online banking, and other convenient features.
3. Fixed deposit account: This is a deposit account that allows customers to earn a
higher rate of interest by depositing their money for a fixed period of time. MDBL
offers fixed deposit accounts with flexible tenures and competitive interest rates.
4. Special notice deposit account: This is a deposit account that allows customers to
earn a higher rate of interest by giving advance notice of their withdrawal. MDBL offers
special notice deposit accounts with different notice periods and competitive interest
rates.
5. Short-term deposit account: This is a deposit account that allows customers to earn
a higher rate of interest by depositing their money for a short period of time. MDBL
offers short-term deposit accounts with tenures ranging from 1 to 6 months and
competitive interest rates.
6. Foreign currency deposit account: This is a deposit account that allows customers
to hold foreign currency deposits and earn interest in the foreign currency. MDBL
offers foreign currency deposit accounts in different currencies, such as USD, GBP,
EUR, and JPY.
Overall, MDBL's deposit products are designed to meet the diverse needs of its
customers and provide them with flexible and convenient savings options. The bank
also offers a range of value-added services, such as online banking, SMS banking, and
e-statements, to enhance the customer experience.

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 Chapter 03
Customer Service Activities of
MDBL

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3.1: Customer Service:
Midland Bank Limited Bangladesh is committed to providing excellent customer
service and offers a range of activities to enhance the customer experience. Here are
some of the customer service activities offered by MDBL:
1. Customer care centre: MDBL has a dedicated customer care centre that provides
assistance and support to customers on a range of issues, such as account information,
product information, and transaction-related queries. The customer care centre can be
accessed through phone, email, or in-person visits to the bank's branches.
2. Online banking: MDBL offers online banking services that allow customers to
access their accounts, make transactions, and perform other banking activities from
anywhere, at any time. The bank's online banking platform is secure, user-friendly, and
offers a range of features to enhance the customer experience.
3. SMS banking: MDBL offers SMS banking services that allow customers to receive
real-time alerts on their account activities, such as deposits, withdrawals, and account
balances. Customers can also perform certain banking activities, such as bill payments,
through SMS banking.
4. E-statements: MDBL offers e-statements that allow customers to receive their
account statements electronically, rather than through traditional paper statements. E-
statements are secure, convenient, and eco-friendly, and allow customers to access their
statements from anywhere, at any time.
5. Complaint resolution: MDBL has a dedicated complaint resolution mechanism that
ensures that customer complaints are resolved promptly and effectively. The bank has
a complaints desk at each of its branches, and customers can also file complaints
through the bank's website, email, or phone.
Overall, MDBL's customer service activities are designed to provide customers with a
seamless and convenient banking experience, while also ensuring that their concerns
and queries are addressed promptly and effectively.

3.2: Savings Account:

Midland Bank Limited is a commercial bank in Bangladesh that offers a range of
financial products and services, including savings accounts. They have several types of
savings accounts to meet the needs of different customers.
Here are some of the savings accounts offered by Midland Bank Limited in Bangladesh:
1. MDBL Super Savings Account: This account is designed for customers who
maintain a higher balance in their account. It offers higher interest rates than the
Easy Savings Account and allows unlimited withdrawals.
2. MDBL DPS Savings Account: This is a deposit-based savings account that
requires customers to deposit a fixed amount of money for a specific period.
The account offers a higher interest rate than the Easy and Super Savings
Accounts.

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 3. MDBL Millionaire Savings Account: This account is designed for customers
who want to save and earn higher returns on their money. It requires a higher
minimum balance and offers attractive interest rates.
These are some of the savings accounts offered by Midland Bank Limited in
Bangladesh. You can visit their website or a branch location to learn more about the
features and requirements of each account and choose the one that best meets your
financial goals and needs

3.3: Current Account:

Midland Bank Limited in Bangladesh offers several types of current accounts to cater
to the needs of different customers. Here are some of the current accounts offered by
Midland Bank Limited:
1. MDBL Business Current Account: This account is designed for businesses of
all sizes and offers a range of services, including free online banking,
chequebook issuance, and a debit card.
2. MDBL Corporate Current Account: This account is designed for large
corporations and offers a range of services, including free online banking,
chequebook issuance, a debit card, and customized solutions to meet the unique
needs of the business.
3. MDBL Foreign Currency Account: This account is designed for customers
who want to maintain accounts in foreign currencies. It offers competitive
exchange rates and allows customers to transact in foreign currencies.
4. MDBL Non-Resident Foreign Currency Account: This account is designed
for non-resident Bangladeshis who want to maintain accounts in foreign
currencies. It offers competitive exchange rates and allows customers to transact
in foreign currencies.
5. MDBL Public Sector Current Account: This account is designed for
government organizations and offers a range of services, including free online
banking, chequebook issuance, and a debit card.
These are some of the current accounts offered by Midland Bank Limited in
Bangladesh. You can visit their website or a branch location to learn more about the
features and requirements of each account and choose the one that best meets your
financial goals and needs.

3.4: Fixed Deposit Account:

Midland Bank Limited in Bangladesh offers Fixed Deposit Accounts (FD) to help
customers earn attractive returns on their savings over a fixed period. Here are some of
the Fixed Deposit Accounts offered by Midland Bank Limited:

1. MDBL Fixed Deposit (Regular) Account: This is a standard fixed deposit

account that offers a fixed rate of return for a specific period of time, ranging

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 from one month to five years. The minimum deposit required for this account
is BDT 10,000.
2. MDBL Short Term Deposit Account: This account is designed for customers
who want to earn a higher rate of return for a shorter period, ranging from seven
days to three months. The minimum deposit required for this account is BDT
100,000.
These are some of the Fixed Deposit Accounts offered by Midland Bank Limited in
Bangladesh. You can visit their website or a branch location to learn more about the
features and requirements of each account and choose the one that best meets your
financial goals and needs.

3.5: DPS Account:

Midland Bank Limited in Bangladesh offers Deposit Pension Scheme (DPS) accounts
to help customers save money for their future needs. Here are some of the DPS accounts
offered by Midland Bank Limited:
1. MDBL Monthly Benefit DPS Account: This account is designed for
customers who want to save a fixed amount of money each month and receive
a fixed monthly benefit after a specific period of time, ranging from 3 to 10
years. The minimum deposit required for this account is BDT 50,000.
2. MDBL Millionaire DPS Account: This account is designed for customers who
want to save a larger amount of money and earn a higher rate of return over a
longer period of time. It requires a minimum deposit of BDT 1 million and
offers a fixed rate of return for a term ranging from 3 to 10 years.
3. MDBL Double Benefit DPS Scheme: This scheme is designed for customers
who want to save money for their future needs and get a life insurance cover at
the same time. It offers a fixed rate of return for a specific term ranging from 3
to 10 years, and in case of the depositor's untimely death, the beneficiary will
receive double the deposit amount.
These are some of the DPS accounts offered by Midland Bank Limited in Bangladesh.
You can visit their website or a branch location to learn more about the features and
requirements of each account and choose the one that best meets your financial goals
and needs.

3.6: Pay Order:

A Pay Order is a type of financial instrument issued by a bank on behalf of its customer.
Midland Bank Limited in Bangladesh offers Pay Order services to help customers make
payments to vendors or individuals without the need for cash or checks. Here is some
information about Pay Orders offered by Midland Bank Limited:
1. Issuance of Pay Order: Midland Bank Limited allows its customers to issue
Pay Orders in any of its branches. The customer needs to provide the details of
the beneficiary, including the name, account number, and amount to be paid.
2. Charges: Midland Bank Limited charges a nominal fee for issuing a Pay Order,
which varies depending on the amount of the Pay Order.

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 3. Validity: Pay Orders issued by Midland Bank Limited are generally valid for a
period of six months from the date of issuance.
4. Cancellation: In case the customer wants to cancel the Pay Order, they need to
visit the branch where the Pay Order was issued and request the cancellation.
The cancellation fee may apply.
5. Payment: The beneficiary of the Pay Order can deposit it in their bank account
or encash it at the issuing bank's branch.
These are some of the features of Pay Orders offered by Midland Bank Limited in
Bangladesh. You can visit their website or a branch location to learn more about the
fees and requirements for issuing a Pay Order.

3.7: E-Cash(ATM):
Charges:
Midland Bank Limited in Bangladesh offers ATM services to its customers for
convenient access to their accounts and transactions. Here is some information about
the e-cash (ATM) charges levied by Midland Bank Limited:
1. Issuance and renewal of ATM card: The issuance of a new ATM card by
Midland Bank Limited is free of charge for the first time. A nominal fee may
apply for renewal of the ATM card.
2. Withdrawal: Midland Bank Limited allows its customers to withdraw cash
from its ATMs without any charge up to a certain limit. If the amount exceeds
the limit, a nominal fee is charged per transaction.
3. Balance inquiry: Customers can check their account balance from any Midland
Bank Limited ATM free of charge.
4. Mini statement: Midland Bank Limited also allows its customers to obtain a
mini statement of their recent transactions through its ATMs free of charge.
5. Interbank transaction: Midland Bank Limited may charge a nominal fee for
interbank transactions, such as cash withdrawal or balance inquiry, which varies
depending on the transaction amount.
These are some of the e-cash (ATM) charges levied by Midland Bank Limited in
Bangladesh. You can visit their website or a branch location to learn more about the
fees and charges for different ATM transactions.
SMS Banking:
Midland Bank Limited in Bangladesh offers SMS banking services to its customers for
easy and convenient access to their account information through their mobile phones.
Here is some information about the e-cash (SMS) services offered by Midland Bank
Limited:
1. Account Balance Inquiry: Customers can check their account balance by
sending an SMS to the designated number provided by Midland Bank Limited.
A nominal fee may apply for this service.
2. Mini Statement: Customers can also obtain a mini statement of their recent
transactions through SMS banking. A nominal fee may apply for this service.

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 3. Fund Transfer: Midland Bank Limited allows its customers to transfer funds
between their own accounts or to other accounts of the bank through SMS
banking. A nominal fee may apply for this service.
4. Bill Payment: Customers can also pay their utility bills, such as electricity, gas,
and water bills, through SMS banking. A nominal fee may apply for this service.
5. Debit/Credit Card Information: Customers can receive information about
their debit or credit card transactions, such as transaction amount, available
limit, and due date, through SMS banking.
These are some of the e-cash (SMS) services offered by Midland Bank Limited in
Bangladesh. You can visit their website or a branch location to learn more about the
fees and charges for different SMS banking services.
Interest Rates:
Midland Bank Limited in Bangladesh offers e-cash or online deposit account services
to its customers with competitive interest rates. Here is some information about the
interest rates offered by Midland Bank Limited for its e-cash accounts:
1. Fixed Deposit Account: Midland Bank Limited offers fixed deposit accounts
with competitive interest rates ranging from 3.50% to 7.25% depending on the
deposit amount and tenure.
2. Savings Account: The bank offers savings accounts with interest rates ranging
from 1.00% to 3.00% depending on the account balance.
3. Current Account: The current account offered by Midland Bank Limited does
not earn any interest.
4. DPS Account: The bank offers DPS accounts with competitive interest rates
ranging from 5.00% to 8.00% depending on the deposit amount and tenure.
5. E-cash Account: Midland Bank Limited also offers e-cash accounts with
competitive interest rates ranging from 2.50% to 4.50% depending on the
account balance.
These are some of the interest rates offered by Midland Bank Limited for its e-cash
accounts in Bangladesh. Please note that the interest rates may be subject to change
over time, and you can visit the bank's website or contact the customer service for up-
to-date information on the interest rates.

3.8: Clearing & Bill Section:

The Clearing and Bill Section of Midland Bank Limited in Bangladesh is responsible
for processing and clearing of cheques and other payment instruments, including bills,
on behalf of its customers. Here is some information about the services offered by the
Clearing and Bill Section of Midland Bank Limited:
1. Cheque Clearing: Midland Bank Limited offers cheque clearing services to its
customers for the collection of funds from other banks. The bank participates in
the clearinghouse of Bangladesh Bank, which facilitates the clearing of cheques
and other payment instruments among the banks in the country.
2. Electronic Fund Transfer: The bank offers electronic fund transfer services
through Bangladesh Electronic Funds Transfer Network (BEFTN) for quick and

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 secure transfer of funds between different accounts held with different banks in
the country.
3. Online Bill Payment: The Clearing and Bill Section of Midland Bank Limited
offers online bill payment services to its customers for payment of utility bills,
such as electricity, gas, and water bills, and other bills, such as credit card bills
and mobile bills.
4. Remittance: Midland Bank Limited offers remittance services for the transfer
of funds from abroad to Bangladesh or vice versa. The bank has correspondent
banking relationships with several international banks to facilitate remittance
services.
5. Standing Instruction: Customers of Midland Bank Limited can set up standing
instructions with the bank for the payment of bills and other recurring expenses,
such as loan repayment and insurance premiums, from their accounts on a
regular basis.
These are some of the services offered by the Clearing and Bill Section of Midland
Bank Limited in Bangladesh. You can visit their website or a branch location to learn
more about these services and their associated fees and charges.

3.9: Employee Benefits:

Midland Bank Limited in Bangladesh provides various employee benefits to its staff to
ensure their well-being and job satisfaction. Here are some of the employee benefits
offered by MDBL:
1. Health Benefits: MDBL provides health benefits to its employees, which
includes medical insurance coverage for themselves and their family members.
The bank also offers regular health check-ups and vaccination programs to its
employees.
2. Retirement Benefits: The bank offers retirement benefits to its employees in
the form of a contributory provident fund, gratuity, and pension plans. The bank
contributes to these funds on behalf of its employees, which help them to secure
their financial future.
3. Employee Loans: MDBL provides employee loans at a lower interest rate to
its employees, which they can use for various purposes such as education,
housing, and vehicle purchase.
4. Work-Life Balance: The bank encourages work-life balance and provides
various benefits to its employees, such as flexible work arrangements, paid time
off, and maternity/paternity leave.
5. Training and Development: The bank provides training and development
opportunities to its employees to enhance their skills and knowledge. The bank
also offers scholarship programs for higher education to its employees and their
family members.
6. Performance-based Incentives: MDBL provides performance-based
incentives to its employees, which includes annual performance bonuses,
commission, and profit-sharing schemes.

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These are some of the employee benefits offered by Midland Bank Limited in
Bangladesh. The bank believes that these benefits help to attract and retain talented
employees and create a positive work environment for them.

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 Chapter 04
Findings, Recommendation &
Conclusion

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4.1: Overview of the data collection and use:
Data collection about the bank may include information about its history, organizational
structure, financial performance, products and services, customer base, market share,
and regulatory compliance, among other aspects.
Some sources of data collection about Midland Bank Limited Bangladesh may include:
1. Annual Reports: The bank's annual reports provide an overview of its financial
performance, including its balance sheet, income statement, cash flow
statement, and other key financial indicators. It may also provide information
about the bank's operations, strategy, and achievements.
2. Regulatory Reports: The bank is required to submit regular reports to
regulatory bodies, such as the Bangladesh Bank, which may provide insights
into its compliance with regulations and its overall financial health.
3. Customer Data: The bank may collect data about its customers, including their
demographics, transaction history, and preferences. This data can be used to
inform the bank's marketing and customer service strategies.
4. Market Research: The bank may conduct market research to understand
customer needs and preferences, as well as market trends and competition.
5. Employee Data: The bank may collect data about its employees, including their
skills, performance, and job satisfaction. This data can be used to inform human
resources decisions and strategies.
6. Third-party Data: Third-party data sources, such as industry reports, news
articles, and social media analytics, can provide additional insights into the
bank's operations and reputation.

4.2: Findings and Impact analysis:

❖ Account opening procedure is comparatively critical and time consuming.
❖ In terms of fees and charges customers are satisfied with current fees and charges.
❖ Major portion of customer think cash withdrawal facility provided by the bank is
satisfactory.
❖ Accordingly large number of customers are using deposit product right now.
❖ At present MDBL has enormous number of credit cards as well as debit cards in the
market with all dynamic features.
❖ Loan disbursement activities are very slow which is annoying for the customers.
❖ Unlike the consumer's space for waiting / sitting, it is not enough; therefore, people
have to wait getting up.
❖ Employees at most are dissatisfied with the management of the work they are doing.
❖ There are no ad plans from Midland Bank Limited. This leads to a lot of unknowns
of the rural population banks. It can disrupt his long-term plans to reach the masses.
❖ Acceptance of online bank accounts of people is greatly increasing people they have
developed a better feel for online services than ever before.

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❖ Customers find that the features of online services are efficient and reliable for them.
As a result, online banking users spend money on key tasks, such as exchanging
money from one account to another.

4.3: Key findings and recommendations:

❖ According to customer feedback, MDBL is taking a long time to process and deliver.
Easier ways to reduce the duration of the process should be found.
❖ Customers are demanding more SME Service Center & Branches in their locality
which will help them regular transaction with them.
❖ Customers are confused about pricing and hidden charges, so MDBL should inform
the customer about the various fees and instalment sizes for that particular product.
❖ Employees need to acquire proper knowledge about the products and facilities in
order to provide the customer with the right time, right facilities as per their
requirements.
❖ MDBL should maintain flawless customer records and databases that will help
identify key customer convenience requirements.
❖ Should increase the number of ATMs and ensure their smooth operations.
❖ Increase merchant positions on ATM cards.
❖ Should have 24 hour customer service facility.
❖ It is very important to improve customer service. In to compete with other banks,
customer service should be improved, as online service, online services, round-the
clock customer service, etc.
❖ MDBL will give higher priority to complaint handling of many customers and
encourages consumers to offer advice on services.
❖ The bank to the bank must hire a larger office to reduce problem storage, if necessary.
❖ We have found that banks need to increase their numbers of personnel. Sometimes
employees are unable to provide good care to their users because of increased work
stress. Banks can select several employees and divide their work equally.
❖ The bank can provide a wide range of training courses on different banks and policies
developed by Bangladesh Bank, which will benefit the employees.

4.4: References:
1. About MDBL
https://www.midlandbankbd.net/mdb-profile/
https://en.wikipedia.org/wiki/Midland_Bank_Limited
https://www.banksbd.org/mdbl

2. Vision and Mission of MDBL

https://www.midlandbankbd.net/vision-and-mission/

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3. Products and Services of MDBL
https://www.midlandbankbd.net/savings-products/
https://www.midlandbankbd.net/loan-products/

4. MDBL Card Services:

https://www.midlandbankbd.net/mdb-credit-card/
https://www.midlandbankbd.net/debit-card/
https://www.midlandbankbd.net/mdb-prepaid-card/
https://www.midlandbankbd.net/cards-offer/

5. MDBL Saalam Islami Banking:

https://www.midlandbankbd.net/mdb-saalam/

6. Annual Reports of MDBL

https://www.midlandbankbd.net/annual_report/

7. MDBL Accounts:
https://www.midlandbankbd.net/mdb-savings-account-general/
https://www.midlandbankbd.net/digital-account/
https://www.midlandbankbd.net/e_saver/
https://www.midlandbankbd.net/internet-banking/

8. News about MDBL

https://www.newagebd.net/article/194089/midland-bank-offers-ipo-shares-to-
employees
https://www.tbsnews.net/economy/corporates/midland-bank-launches-virtual-visa-
pre-paid-card-540954
https://www.dhakatribune.com/business/2022/06/18/midland-bank-limited-holds-its-
9th-agm
https://today.thefinancialexpress.com.bd/trade-market/midland-bank-opened-
rangpur-branch-1667491699
https://www.thedailystar.net/business/banking/news/midland-bank-riding-digital-
tech-steady-growth-2114137
https://www.researchgate.net/publication/301150826_Midland_Bank_improving_cust
omer_service_through_internal_marketing

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