PLAGIARISM DECLARATION

1. I know that plagiarism means taking and using the ideas,writings, works or inventions of another as if
they were one’s own. I know that plagiarism not only includes verbatim copying, but also the extensive
use of another person’s ideas without proper acknowledgement (which includes the proper use of
quotation marks). I know that plagiarism covers this sort of use of material found in textual sources and
from the Internet.

2. I acknowledge and understand that plagiarism is wrong.

3. I understand that my research must be accurately referenced.

4. This assignment is my own work, or my group’s own unique group assignment. I acknowledge that
copying someone else’s assignment, or part of it, is wrong, and that submitting identical work to others
constitutes a form of plagiarism.

5. I have not allowed, nor will I in the future allow, anyone to copy my work with the intention of passing
it off as their own work.

ABIDUR RAHMAN

ID : 172011099
 LETTER OF TRANSMITTAL

December 17,2023

Shakib Hasan Siddiqui

Lecturer
School of Business
University of Liberal Arts Bangladesh (ULAB)
688, Beribadh Road
Mohammadpur, Dhaka 1207.

Subject : Submission of Internship Report

Dear sir ,

I am very pleased to submit this internship report on the topic “Retail Banking in Modhumoti Bank ”. that
you have approved
and assigned as compulsory requirements of IE . I think that this internship report has helped me
a lot in enhancing the knowledge about the respective subject matter, as well as empowering my
skills. I have really enjoyed working on this paper and hope that this effort will meet the level of
institutional expectation.

I am very glad that you have given me this opportunity to prepare this internship report and I
hope you will accept my internship report considering the limitations.

Thanking You,

Sincerely,
Abidur Rahman
ID : 172011099
BBA Program
School of Business
University of Liberal Arts Bangladesh
 Acknowledgement

At first, I would like to express my deepest gratitude to Almighty Allah for giving me the
strength to finish the task within the schedule time.

I would like to offer my deep gratitude, compliments and heartfelt thanks to respectable
teacher and my internship supervisor MR. Shakib Hasan Siddiqui ,Lecturer ,School of
Business ,University of Liberal Arts Bangladesh , whose constant supervision and guidance enabled
me to prepare this internship report. I am indebted to him for his excellent support and
guidance throughout the study.

My gratitude also goes to Mr. Salauddin, Assistant Vice President , Retail Division ,Modhumoti
Bank Limited ,for providing necessary help and guidance. I would like to also thanks the
management of Modhumoti Bank Limite ,for giving me the internship opportunity and
providing me all kinds of necessary support and guideline.

I am ever grateful to all of my faculties of School of Business , University of Liberal Arts

Bangladesh , who helped and guided me to complete this internship report.

Finally, a silent stream of gratitude is for my most adorned parents whose blessing is always
with me in this world.
 EXECUTIVE SUMMARY

In the present situation of the banking sector is walking with competitive advantage, inspired way, just
like a panorama of a race to reach the leading position of the banking. Most of the bank now concentrates
of marketing feasibility to earn and generate opportunity to hold existing to keep loyal customers, in the
business humanity believed that loyal customers increase the forthcoming gainful revenue. In this report I
am trying to focus about the retail division of MMBL .

Modhumoti Bank has developed a diverse range of customized product and services, including offering
for specific segments such as the elderly ,freedom fighters ,and teachers in both deposit and loan
categories .By fostering a customer –centric environment and building mutually beneficial
trust ,Modhumoti bank has earned a solid reputation .Moreover ,trust building is closely connected to
employee engagement ,retention ,productivity and innovation .

First part of this report is based on the introduction which includes topics like origin, objective,
background, methodology, limitation of the study. Basically it defines the way and background of the
study to prepare the report. In the next part of the report highlights a brief background of MMBL , with
their mission, vision, objective, business strategies.

Next part is basically about the tasks done by me during the internship. This report is also consists of
highlighting the retail banking procedure by describing the entire departments associated with general
banking.

Next part is about providing a brief summary of all retail product and services offered by the MMBL
Bank. This report is also consists of some findings of MMBL ,provided with some recommendation in
order to improve customer service quality as well as customer satisfaction level based on the observation
and work experience during internship period.
 Chapter – 1
INTRODUCTION

Retail banking, also known as consumer banking or personal banking, is banking that provides financial
services to individual consumers rather than businesses. Retail banking is a way for individual
consumers to manage their money, have access to credit, and deposit their funds in a secure manner.
Services offered by retail banks include checking and savings accounts, mortgages, personal loans,
credit cards, and certificates of deposit (CDs)

Retail banking provides financial services to individual consumers rather than large institutions. Services
offered include savings and checking accounts, mortgages, personal loans, debit or credit cards,
certificates of deposit (CDs), and more. Retail banks can be local community banks or the divisions of
large commercial banks. Today, many fintech companies can provide all the same services as retail
banks through internet platforms and smartphone apps. While retail banking services are aimed at
individuals in the general public, corporate banking services are offered only to small or large companies
and corporate bodies.

Origin of the study

Being a student of Bachelor of Business Administration (BBA), everyone must conduct a practical
orientation in any organization for fulfilling certain requirements of the three months Internship
Program. The main purpose of the program is to expose the students to actual situation. This report is
prepared for the internship program composed of a major indepth study of the whole banking activities
of Modhumoti Bank Limited. The goal of this analysis is to be able to expose the student in the
organizational work situation and also to provide an opportunity for applying academic learning in
practice. I like to complete Internship in a most respected Bank, which would end up being helpful for
my long-term professional career. I got the chance to perform my internship in Modhumoti Bank
Limited. It has been three months lengthy practical orientation program. This particular report is
originated since the requirement of Modhumoti Bank Limited as well as completion of my graduation.

1.3 Objectives of the Study

1.1.1 General objective:

 General objective is to prepare and submit a report on the topic “Retail Banking”.
 To get idea about the relationship between real life learning and theoretical learning of MMBL.
1.1.2 Particular Objective:

 To get knowledge about how commercial bank works.

 To understand entire branch banking procedures.
 To understand how other departments of the branch function.
1 1.4 Scope of the Study

This report is based on my practical work experience with Modhumoti Bank Limited. It will also help the
students to reduce the distinction between realistic and hypothetical knowledge. This report
significantly helped me a lot to understand the atmosphere and environment of an organization. As I am
an internee of MMBL, I have access to many different sectors like account opening, clearing, cheque
division, pay order writing, accounts etc. It was almost impossible for me to learn everything about all
banking sectors as it was a large financial sector with limited time.

1.5 Limitations of the Study

Current study of this report was limited. But as I was an internee, it was a big chance for me to know the
actions and behaviors of banking system, especially MMBL.I had to face some obstacles while doing this
report. Some of them are given below:
 Lack of Time: As there was only three months to complete the report, it was almost impossible
to cover the performance of the bank fully, where a regular employee gets awarded after 1 or 2
year of his probationary period.
 Limited data resources: All types of information were not available for access, so it was not
possible to access and summarize them properly. Though I had assistance from other employees
but it was not enough for me due to their high work pressure in the bank. Some assumptions
were made due to limited information, so there may be some personal mistakes.
 Lack of experience: It was my first time, doing a report on a banking system in a practical
corporate life. So, my limited experience was the main obstacle of this study.
 Privacy of Information: Every establishment has its secrecy that is not shared with everyone. So,
this confidentiality of information was also an obstacle faced in this study
1.1 Rationale of the Study

Always a research is designed considering some requirements. Though this research is

conducted as a part of BBA program but this study might be very much useful for banks
especially in the present banking environment. Now every bank has some competitive
objectives of their own style. All banks are now facing more competition ever before and so
for this all are wanted to offer more attractive service to their clients and trying to attain
consumer’s satisfaction. From same point of view, customer service of a bank is the basic
step to create differentiation from others.

1.2 Scope of the Study

The field of my study is the operation of Banani branch of The City Bank Limited. For
conducting this study an overall knowledge of the total banking system is necessary because
the departments of banking are linked with each other. The scope of the organizational part
covers the organizational background, objective, function, departmentalization and product
and services of The City Bank limited as a whole. The main part covers the operational
scenario of a branch of The City Bank Ltd. This refers that how the bank helps the
customers in general banking.