The document discusses BRAC Bank's SME division and a study on customer satisfaction with it. It provides background on BRAC Bank, outlines objectives to examine the SME division and conduct a customer satisfaction survey. Key findings of the survey found that 72% of customers found SME activities to be customer-oriented, but many were dissatisfied with loan amounts, interest rates, and security documentation processes. Suggestions are made to improve customer service, increase loan amounts, reduce interest rates and documentation processes.

2. Name: Kazi Rasel
ID: 12302199
Program: BBA

3.  BRAC Bank Limited, the youngest commercial bank in
Bangladesh banking industry was founded in July 04,
2001, by Bangladesh Rural Advance committee
(BRAC), one of the biggest development finance
institutions founded by Sir Fazle Hasan Abed

4.  Vision:
 “ Building profitable and socially responsible financial
institution focused on Market and Business with
Growth potential, thereby assisting BRAC and
stakeholders to build a just, enlightened, healthy
democratic and poverty free Bangladesh”.
 Mission :
 Value the fact that one is a member of the BRAC family
 Creating an honest, open and enabling environment
 Have a strong customer focus and build relationships
based on superior service and mutual benefit

5.  BRAC Bank is governed by board members. The board
members are elected from among distinguished
individuals with sound reputations in social
development, business or the professions who have
demonstrated their personal commitment.

6.  Top management and policy-making body of BRAC
Bank limited. Presently the Board consists of a
chairman and four directors. The Directors are
appointed from amongst those who have had
experience and shown capacity in the field of finance
and banking, trade, commerce, industry agriculture.
The Chief Operations Officer executes all the activities
under the direction of the Board.

7.  SME is defined as, “A firm managed in a personalized
way by its owners or partners, which has only a small
share of its market and is not sufficiently large to have
access to the stock exchange for raising capital”.

8.  The report will work on some specific objectives. Those are
as follows-
 To provide a brief overview of BRAC Bank Ltd-
 • Background of BRAC Bank Ltd
 • Different divisions and subsidiaries of BRAC Bank Ltd.
 • SWOT analysis of BRAC Bank Ltd.
 To present an overview of SME division of BRAC Bank Ltd-
 • Detail description of SME division of BRAC Bank Ltd
 • Operation Process of SME Loan Disbursement of BBL.
 • Risk management process and collection process of
BRAC Bank Ltd.

9.  SAMPLING PROCEDURE
a. Probability sampling
b. Simple random sampling.
 SAMPLING FRAME
The customer who are take SME loan from Bank. I have
selected them as our sampling frame.
 SAMPLE SIZE
I have take 40 sample for our research.
 RESEARCH INSTRUMENT
I have use Yes No and 5 liker scale using close ended
question.

10.  As an independent researcher, I have conducted
quantitative research on Customer satisfaction of SME
department in BRAC Bank Ltd. Survey question close
ended questions that is Yeas No questions and 5 liker
scale questions .

11. Q1. Do you think SME activities at BRAC Bank customer oriented?

12.  Q4: How satisfied are you with BRAC Bank SME
product?

13.  Q 5. If you contacted BRAC Bank, did they
respond to you via email/phone in a timely
manner (what is the customer service position)?

14.  Q7. Do you think Amount of loan is customer
oriented?

15.  Q10. Please rate your level of satisfaction with our
service.

16.  Regarding SME activities of BRAC Bank 72% people says it is customer
oriented and other 28% people says it is not customer oriented need to
improve.
 For reasons of selecting BRAC Bank easy to get loan(38%), interest
rate(10%), customer service(20%), reputation(22) and influence by
marketing(10%),
 Security documentation process at BRAC Bank 63% says is difficult and
27% says it is not difficult to get loan
 Customer service 25% says somewhat satisfied and 83% says it is average
12%extemele satisfied 5% dissatisfied and 0%extremely dissatisfied.
 Selection criteria 45% satisfied and 38% are average so it is almost average
position.
 Amount of loan are not enough for the customer 70% says it is not good.
 Customer satisfaction rate 45% somewhat satisfied, 38% average satisfied,
12% extremely satisfied, 5%somewhat dissatisfied and 0% extremely
dissatisfied.

17. Reduce the interest rate- Because many of their competitors
are providing loans at a lower rate.
• Train the Customer Relationship officers more
comprehensively and realistically so that customers may
not face any trouble while getting and repaying the loan.
• Organize entrepreneurs meeting to train them up according
to the business type.
• A loan approval procedure is lengthy. This should be
reducing.
• Borrower’s assessment and monitoring system should be
stricter. Current defaulter rate says that there are some
weakness in loan approval and monitoring system.
• Loan amount need to be increased based on some specific
area.

18.  In current times the Small and Medium Enterprise
(SME) Financing has become an important area for
Commercial Banks in Bangladesh. To align its
corporate policy with the regulation of Central Bank,
banks have become more concerned about SME and
opened windows to conduct business in this particular
area.