Customer-Satisfaction-of-Dutch-Bangla-Bank-Ltd.doc

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Customer Satisfaction

of

Dutch Bangla Bank Limited

Submitted by

WWW.ASSIGN!N"#$IN".C$

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%.% $rigin of the &e'ort(

Internship is an integral part to complete the BBA degree. As a finance (major) student, I have

decided to do my internship in a financial institutions and DBBL (Dutch-Bangla Ban Ltd.) give

me the opportunity. And these three months internship period is providing me a lot of practicalno!ledge a"out "aning. At the time of internship program students are suppose to prepare a

report "ased on their o"servation of practical !or.

%.) Sco'e of the Study(

In my internship period, I !as assigned to !or in several department of the "an in DBBL #avar

Ba$ar Branch and I have tried to o"serve and understand the all "aning activities especially

%eneral Baning activities. &eople of every department in DBBL #avar Ba$ar Branch are help me

a lot to understand their daily activities perform in this "ranch. 'heir incredi"le support help me tounderstand "aning activities and to prepare this report.

%.* $b+ecti,es of the &e'ort(

'he "road o"jectives of this report is to complete my BBA &rogram and to acuire no!ledge ofBaning sector. 'o achieve the main o"jectives, I also try to understand some specific o"jectives.

'hose o"jectives are pointed out as follo!s-

"o gather kno-ledge about the functions and transactions of different de'artments of

the bank.

"o find out ho- the general banking system -orks.

"o find out customers satisfaction about A" Booth ser,ice of DBBL.

"o analye the gro-th of de'osits of DBBL.

"o kno- the financial 'erformance among se,eral years of DBBL

%./ ethodology

%./.% Data Collection ethod

'his report has "een prepared on the "asis of the data that !as collected during the internship

period. In the internship period I !as conducted in depth intervie! !ith the different eperience



personnel in different area of the "an. I !as also collect data "y surveying the customers of

#avar Ba$ar Branch. In order to mae the report more meaningful and accepta"le, I tried to collect

data from t!o sources *

&rimary sources + face to face conversation !ith the respective officers, staff and customers of the

"an.

#econdary sources + Annual report () , partial income statement of the "ranch, some

confidential documents of DBBL, printed material, DBBL !e"site, previous report.

%./.) Data analysis method

All the data that collected from primary and secondary sources have "een have reach the /eport0s

1indings.

•

$bser,ation techni0ue.• Sur,ey and analysis data by using table and chart

• 1inancial analysis

• SW$" analysis.

%./.* Sam'le Sie of the Study

I have conducted my survey among the eisting customer of DBBL #avar Ba$ar Branch. But

"ecause of shortage of time, I too only 2 customers as my sample si$e. In order to get a leastaccurate result, I tried to include all type of clients in my survey lie "usinessman, student, service

holder, house !ife.

%././ Study #eriod

3y internship period !as from 4th 3arch 5 to 42th 6une 5. During the period I tried to

collect data and learn something from this period.

%./.2 Study Area

'hough as finance major student, I tried to gather some practical no!ledge a"out on finance and

tried to learn something a"out "aning activities. In my internship period, I !as assigned to !or



in several department of the "an in DBBL #avar Ba$ar Branch and I have tried to o"serve and

understand the all "aning activities especially %eneral Baning activities.

%./ Limitation(

7ne of the major limitations of this study !as the time limitation. 1or survey !or it !as not

possi"le to tae the sample si$e more then 2. 8ith in a very short time it !as not possi"le for meto collect data from section and !or in every department. 'here are also some limitations those

are follo!s-

• All the officers -ere ,ery much busy -ith their day to day -ork. So they could

not 'ro,ide me enough time.

• $ffice secrecy -as also one of the ma+or 'roblems. Some time they did not

disclose some confidential data.

• In some cases they could not able to 'ro,iding me about my to'ics related data

for 're'aring a more de'th research study.• I carried out such a study for the first time3 so ine4'erienced is one of the main

constraints of the study.



).% Concern of DBBL

'he "rand name 9 5our "rusted #artner 9 associated !ith DBBL6s day to day operation. Dutch-Bangla Ban Limited esta"lish this philosophy in their dealings !ith their customers, and offer

them product and services that assure them to the essences of a relationship of partnership "asedon trust and confidences, and upholding and maintaining mutuality of interest. Leaving its

competitor "ehind, DBBL has "een a"le to mae steady progress in term of "usiness gro!th,

earning the confidence of its customers and a"ove all creating a long listing image of your "an in

all the spheres areas of commercial "aning operations, comprising of the society. 'he "an is

involve in all of tread finance, term finance, !oring capital financing and recently added lease

and real estate financing in its operation. It is also participates in the syndicate finance to a large

projects.

).) Background

Dutch-Bangla Ban Limited (the Ban) is a scheduled commercial "an. 'he Ban !as

esta"lished under the Ban :ompanies Act 4554 and incorporated as a pu"lic limited company

under the :ompanies Act 455; in Bangladesh !ith the primary o"jective to carry on all inds of

"aning "usiness in Bangladesh. 'he Ban is listed !ith Dhaa #toc <change Limited and

:hittagong #toc <change Limited.

DBBL- a Bangladesh <uropean private joint venture scheduled commercial "an commenced

formal operation from 6une 2, 455=. 'he head office of the Ban is located at #enaalyan Bha"an

(;th floor),45>, 3otijheel :?A, Dhaa, Bangladesh. 'he Ban commenced its "aning "usiness!ith one "ranch on ; 6uly 455=.

).* Brief 7istory

Dutch-Bangla Ban started operation is Bangladesh@s first joint venture "an. 'he "an !as an

effort "y local shareholders spearheaded "y 3 #aha"uddin Ahmed (founder chairman) and the

Dutch company 137.

1rom the onset, the focus of the "an has "een financing high-gro!th manufacturing industries in

Bangladesh. 'he rationale "eing that the manufacturing sector eports Bangladeshi products

!orld!ide. 'here"y financing and concentrating on this sector allo!s Bangladesh to achieve the

desired gro!th. DBBL@s other focus is :orporate #ocial /esponsi"lity (:#/). <ven though :#/

is no! a cliche, DBBL is the pioneer in this sector and termed the contri"ution simply as @social

responsi"lity@. Due to its investment in this sector, DBBL has "ecome one of the largest donors



and the largest "an donor in Bangladesh. 'he "an has !on numerous international a!ards

"ecause of its uniue approach as a socially conscious "an.

DBBL !as the first "an in Bangladesh to "e fully automated. 'he <lectronic-Baning Division

!as esta"lished in to undertae rapid automation and "ring modern "aning services intothis field. 1ull automation !as completed in 2 and here"y introduced plastic money to the

Bangladeshi masses. DBBL also operates the nation@s largest A'3 fleet and in the process

drastically cut consumer costs and fees "y . 3oreover, DBBL choosing the lo! profita"ility

route for this sector has surprised many critics. DBBL had pursued the mass automation in

Baning as a :#/ activity and never intended profita"ility from this sector. As a result it no!

provides unrivaled "aning technology offerings to all its customers. Because of this mindset,most local "ans have joined DBBL@s "aning infrastructure instead of pursuing their o!n.

<ven !ith a history of hefty technological investments and an even larger donations, consumer

and investor confidence has never !aned. Dutch-Bangla Ban stoc set the record for the highest

share price in the Dhaa #toc <change in .

Board of Directors

Dutch-Bangla Ban Limited(DBBL) is Bangladesh@s

most innovative andtechnologically advanced "an.

DBBL stands to give the

most innovative andafforda"le "aning

products to Bangladesh.

Amonst "ans, DBBL is thelargest donor in to social causes

in Bangladesh. It stands as one

of the largest private donorsinvoled in imporving thecountry. DBBL is proud to "e

associated !ith helping

Bangladesh as !ell as "eing aleader in the country@s

"aning sector.

%. r. Abedur &ashid 8han3 Chairman

). r. Abul 7asnat d. &ashidul Islam3 Director

*. r. 9aheed 7ossain 8han3 Director

/. r. Bernhard 1rey3 Director

2. r. Sayem Ahmed3 Director

:. r. d. 1akhrul Islam3 Director

;. Dr. Irshad 8amal 8han3 Inde'endent Director

<. Dr. Syed 1akhrul Ameen3 Director from the De'ositors

=. r. Cho-dhury . Ashraf 7ossain3 Director from theDe'ositors

%>.r. d. 5easin Ali3 anaging Director



)./ issionDutch-Bangla Ban engineers enterprise and creativity in "usiness and industry !ith a

commitment to social responsi"ility. &rofits alone do not hold a central focus in the Ban@s

operationC "ecause man does not live "y "read and "utter alone.

).2 ?isionDutch-Bangla Ban dreams of "etter Bangladesh, !here arts and letters, sports and athletics,music and entertainment, science and education, health and hygiene, clean and pollution free

environment and a"ove all a society "ased on morality and ethics mae all our lives !orth living.

DBBL@s essence and ethos rest on a cosmos of creativity and the marvel-magic of a charmed life

that a"ounds !ith spirit of life and adventures that contri"utes to!ards human development.

).: Core $b+ecti,esDutch-Bangla Ban "elieves in its uncompromising commitment to fulfill its customer needs and

satisfaction and to "ecome their first choice in "aning. 'aing cue from its pool esteemed

clientele, Dutch-Bangla Ban intends to pave the !ay for a ne! era in "aning that upholds and

epitomi$es its vaunted marues our 'rusted &artner

).; Introduction to !lectronic@Banking

Dutch-Bangla Ban is the first "an in Bangladesh to "e fully automated and introduce <lectronic

Baning. 'he automation !as completed in 2, "ut further additions and features are

continuously "eing added and upgraded. DBBL has adopted the same eact automation solution

used my many international "aning giants. Although this !as significantly more epensive than

other solutions, it is a small price to pay for a client@s peace of mind.

A DBBL client no! has unrivaled access to "aning from any DBBL "ranch, A'3 and &7#. All

of these services are free-of-charge and are surprisingly afforda"le for everyone. <ven though

DBBL has invested more in <lectronic Baning more than any other "an, the division !as never

intended to "e profita"le. It !as undertaen !ith the same mindset DBBL undertaes its

:orporate #ocial /esponsi"ility tass. 'his is !hy you pay "arely nothing even though these same

services !ould cost you much more in other countries and other "ans. Eever has any "an givenso much for free.

DBBL also has the largest A'3 net!or in Bangladesh. 'his gives DBBL clients full access to

@anytime any!here@ "aning nation!ide. All international and many local "ans use the DBBL

A'3 net!or for their o!n clients. DBBL has installed over A'3s nation!ide. As !ith most

things, A'3 access to all DBBL A'3s is unlimited and free for all DBBL clients. If a client of a

mem"er "an (not DBBL) uses a DBBL A'3, the mem"er "an may add a transaction charge.



DBBL has the largest I' "udget in Bangladesh. DBBL maintains the state-of-the-art <lectronic-

Baning Division. 'he <lectronic-Baning Division oversees and maintains DBBL@s investment

as !ell as implementing upcoming projects.

DBBL is the only local "an to have a off-site Data /ecovery #ite (D/#). D/# ensures thatcustomer records are safe, "aced-up, and up to date in the event of a major catastrophe at the

<lectronic-Baning Division headuarters.

#ince ;, DBBL has introduced mo"ile and #3# "aning. 8ith a mo"ile phone, customers can

perform many "aning operations !ith their phone.

DBBL is a primary license holder for "oth FI#A and 3astercard. It is authori$ed to issue and

accept payments from "oth organi$ations. DBBL also !ors closely !ith "oth organi$ations to "ring you the latest in card technology. DBBL also offer Fisa and 3astercard De"it :ards.

).< Ser,ices #roducts

).<.% Card #roducts

• DBBL@N!S Classic Card debitE

• DBBL@N!S aestro card debitE

• DBBL@N!S ?ISA !lectron card debitE

• DBBL@N!S Sil,er $D card creditE

• DBBL@N!S Gold $D card creditE

"y'e of ser,ices Classic Sil,er Gold aestro ?isa !lectron

Issuance fee%st year

onlyE1ree %>>> %2>> 2>> 2>>

Annual 1ee)nd year

on-ardE)>> %>>> )>>> 2>> 2>>

&e'lacement 1ee )>> 2>> ;>> 2>> 2>>#IN Change 1ee )>> )>> )>> )>> )>>

).<.) I" #roducts

• Wide range of A" #$S

• Internet Banking

http://www.dbbl.com.bd/ATM_POS/ATM_Locations.htm

http://www.dbbl.com.bd/ATM_POS/POS_Locations.htm

http://www.dbbl.com.bd/old_site/Internet_Banking/Internet_Banking.htm

http://www.dbbl.com.bd/ATM_POS/ATM_Locations.htm

http://www.dbbl.com.bd/ATM_POS/POS_Locations.htm

http://www.dbbl.com.bd/old_site/Internet_Banking/Internet_Banking.htm



• SS Alert Banking

).<.* &etail Banking #roducts

DBBL Life Line

1rom the "aset of Life Line, DBBL is offering a complete series of credit facilities for individual

service holders, professionals and self-employed person.

• 7ealth Line

• !ducation Line

•

#rofessionals Line

• arriage Line

• 1esti,al Line

• "ra,el Line

• Dreams Come "rue Line

•General Line

Secured Credit Lines

• Auto Line

• 7ome Line

• 1ull Secured Lines

).<./ Banking #roduct

De'osit

• Sa,ings De'osit Account

Current De'osit Account

Short "erm De'osit Account

&esident 1oreign Currency De'osit

1oreign Currency De'osit

http://www.dbbl.com.bd/old_site/Services_Products/SMS_Banking.htm

http://www.dbbl.com.bd/old_site/Services_Products/RBP_Life_Line.htm

http://www.dbbl.com.bd/old_site/Services_Products/SMS_Banking.htm

http://www.dbbl.com.bd/old_site/Services_Products/RBP_Life_Line.htm



Con,ertible "aka Account

Non@Con,ertible "aka Account

!4'orterFs 1C De'osit1B#A&E

Current De'osit Account@Bank

Short "erm De'osit Account@Bank

•

Loan Ad,ances

• Life Line a com'lete series of 'ersonnel credit facilityE details

• Loan agst. "rust &ecei't

"rans'ort Loan

&eal !state Loan &es. Comm.E

Loan Agst. Acce'ted Bill

Agricultural "erm Loan

Lease 1inance

$ther "erm Loan1$ Local currency Loan for S!

1$ 1oreign currency Loan

Cash Credit 7y'othecationE

Small Sho' 1inancing Scheme

$,erdraft

).= DBBL has launched its 2>>th A" Booth

Dutch-Bangla Ban Limited (DBBL) has launched its 2>>th A" booth at Bangladesh Agricultural

Gniversity :ampus. &rofessor Dr. A. #attar 3andal, Fice :hancellor of the Gniversity inaugurated the>th A'3 "ooth "y dra!ing money through DBBL Eeus :ard on April , 5. Among others, 3r.

#ayem Ahmed, :hairman of the <ecutive committee of the Board of Directors, 3r. 3d. easin Ali,

3anaging Director of DBBL, &rofessor 'ofa$$al Hossain 3iah, Dean, 1aculty of Agricultural <conomics /ural #ociology, 3em"ers, Dean council, Heads of different Departments, High 7fficials of the

Gniversity, 3r. A"ul Jashem 3d. #hirin, Deputy 3anaging Director (Administration), 3r. 3ohammed

Aminul Islam Head of A'3, 3r. Arif 3ohammed <ftehar /ashid, Head of A'3 3aintenance and 3r.Hasanu$$aman Bhuiyan, Head of A'3 Acuiring !ere present at the function.

).%> Acti,ities of Dutch@Bangla Bank 1oundation DBB1E

'he ethos of DBBL for pursuing its activities in social arena has got further momentum !ith yourenthusiasm and support. Dutch-Bangla Ban 1oundation (DBB1) is consistently pursuing its

o"jective of "eing active in those social areas !here it is needed most. 'he 1oundation carries out

diverse social and philanthropic activities in the field of education, health, conservation of nature,

creation of social a!areness, reha"ilitation of distressed people and such other programs to

redress human sufferings. It also promotes different socio-cultural and sports activities. our

Board of Directors in order to discharge its corporate social responsi"ilities in a greater

perspective continued its contri"ution amounting to >. of Ban@s profit after charging loan

http://accelerosoftware.com/dutchbangla/newsroom/?p=139

http://accelerosoftware.com/dutchbangla/newsroom/?p=139



loss provision to Dutch-Bangla Ban 1oundation (DBB1). It is important that citi$ens of a society

enjoy the full "enefits that society offers. A society, in turn, flourishes !hen its citi$en can

contri"ute their fullest potential. 'he !ell-"eing of individuals is jeopardi$e !hen normal

developmental processes are interrupted "y personal crisis, poverty, unemployment, poor health

and inadeuate education. Dutch-Bangla Ban Limited (DBBL) is the first Bangladeshi-<uropean

joint venture "an in Bangladesh addresses social concerns that threaten the structure of society

and redress social conditions that adversely affect the !ell-"eing of people and society. DBBL

practice thus encompass the professional activities of helping individuals, families, groups,

organi$ations, and communities to enhance or restore their capacity for optimal social functioning

and of .creating societal conditions favora"le to this goal. Dutch-Bangla Ban 1oundation

(DBB1) !as esta"lished on 2rd 6une, 4 to perform humanitarian !ors lie reha"ilitation of

the destitute and neglected portion of the society specially grassroots level poor in right trac. Aim

and o"jectives of DBB1 are as "ello!.

Aim and ob+ecti,es of DBB1(

• 7ealth

• !ducation

• Information "echnology

• Disaster

• Donation

• &ecognition for DBBLFs CS&

).%% 7ierarchy #osition in of DBBL

anaging Director

De'uty anaging Director

Senior ?ice@#resident

!4ecuti,e ?ice@#resident

?ice #resident

Assistant ?ice@#resident$fficer Grade @%

$fficer Grade @)$fficer Grade @*

http://www.dbbl.com.bd/old_site/Social_Responsibility/Social_Responsibility_Aims.htm

http://www.dbbl.com.bd/old_site/Social_Responsibility/Health/health_1.htm

http://www.dbbl.com.bd/old_site/Social_Responsibility/Education/education_1.htm

http://www.dbbl.com.bd/old_site/Social_Responsibility/IT/it_1.htm

http://www.dbbl.com.bd/old_site/Social_Responsibility/Disaster/disaster.htm

http://www.dbbl.com.bd/old_site/Social_Responsibility/Donation/donation_1.htm

http://www.dbbl.com.bd/old_site/Social_Responsibility/DBBL_Recognition/CSR_Award.htm

http://www.dbbl.com.bd/old_site/Social_Responsibility/Social_Responsibility_Aims.htm

http://www.dbbl.com.bd/old_site/Social_Responsibility/Health/health_1.htm

http://www.dbbl.com.bd/old_site/Social_Responsibility/Education/education_1.htm

http://www.dbbl.com.bd/old_site/Social_Responsibility/IT/it_1.htm

http://www.dbbl.com.bd/old_site/Social_Responsibility/Disaster/disaster.htm

http://www.dbbl.com.bd/old_site/Social_Responsibility/Donation/donation_1.htm

http://www.dbbl.com.bd/old_site/Social_Responsibility/DBBL_Recognition/CSR_Award.htm



).%) Dutch@Bangla Bank at a Glance Ltd

Name( Dutch Bangla Bank Ltd

&egistered office( Sena 8alyan Bhaban /

th

1loorE3%=23 othi+hell CA3

Dhaka@%>>>

#hone( ;%;:*=>@=*

1a4( =2:%<<=

!mail Web( ---.dbbl.com.bd

Date of Incor'orate( Hune *3 %==:

Chairman( r. Abul n7asnat d. &ashidul Islam

anaging Director( d. 5asin Ali

Number of Branches( ;>

&eser,e 1und( %;>=.2) ('J. In 3illion)

$fficer Grade *AE

$fficer Grade @*BE#ro,isionary $fficer

Hunior $fficer



*.% Internshi' #osition and Duties in Dutch@Bangla Bank Limited

I have completed my internship program in Dutch-Bangla Ban Limited at #avar Ba$ar Branch. It

is one of the leading commercial "an in Bangladesh. 3y internship program duration !as three

months (1rom 4th 3arch to 42th 6une, 5).

In my internship period I have !ored in t!o department (%eneral Baning and :redit

Department) "ut I emphasis on %eneral Baning. I !ored in different des of %eneral Baning.

In Dutch-Bangla Ban all account holders get a De"it card and the "an has > A'3 Booth in

different area all over the country.

'he !oring environment of %eneral Baning in Dutch-Bangla Ban Limited is very much

friendly. <very personnel of this department !ere very much "usy "ut they al!ays tried to help

me. 'hey also eperienced in their respective field. I tried to sho! my !oring schedule in DBBL

of the time of my internship period.

*.)Duties #erformed in General Banking De'artment(

During my internship period in %eneral Baning I !ored in every section under this department I

did several types of activities. Based on my !or eperience "elo! I mentioned the section of

%eneral Baning-

%. Account $'ening Section

). &emittance Section

*. Bills and Checks Clearing Section

/. Cash Section

2. Card Section

Internship &eriod

4 8ees

%eneral Baning

44 8ees

:redit Division

4 8ee

Account 7pening #ection (> 8ees) Bills and :learing #ection (4 8ee)

:ash #ection(4 8ee)

:ard #ection(4 8ee)

1ront Des (customer #ervice)

(2 8ees)



:. 1ront Desk Customer Ser,iceE Section

*.).% Duties #erformed in Account $'ening Section

I have started my duties from account opening section as an assistant under 3r. Ahsanul Islam(Assistant 7fficer). In this section I !ored > !ees. In this section the main function I performed

as, ho! to open different types of account on the reuest of client. Here I also learned the

reuirements needed for different types of account.

'he main function of this section that I performed in this account opening section. 'hose are *

• 7el'ing client to fill u' the account o'ening form.

• $'en customer6s IC ID under DBBL o-n soft-are 1le4cubeE.

• $'en CASA Account to get the AC number.

• 7el'ing client to fill u' de'osit JJ..

• Sign u' the client check book re0uisition form and adding3 authoried there0uest for check book in com'uter.

• Deli,ering the client check book.

• Scan3 link and authoried the clients 'hoto and signature.

• Shorting the different ty'e of AC and fill u' the form.

• Account close.

"y'es of account I o'en in DBBL are as follo-s@

• Sa,ings De'osit Account ( I opened approimately = #B in my internship period)

• #o-er Account ( I opened approimately #alary A?: in my internship period)

• Current De'osit Account ( I opened approimately > :A in my internship period)

*.).) Duties #erformed in Bills and Clearing Section

In the clearing section I received chec, learn a"out different endorsement, crossing. Bills and

clearing section is divided into t!o departments. 'hey are *

aE In-ard Bill Collection IBCE

bE $ut-ard Bill Collection $BCE

In-ard Clearing Section(



• /egistering checs in IB: "oo

• /ecording honored checs.

• &reparing return checs.

$ut-ard Clearing Section(

• /egistering checs in 7B: "oo.

• &rocessing 7B: "y giving needed seal.

• &reparing credit voucher.

• 3ae the list of 7B: checs are posting at Local 7ffice.

• &osting 7B: at Local 7ffice for collection.

*.).* Duties #erformed in Cash Section(

'he follo!ing functions I performed in :ash #ection

• Cash &ecei,ed.

• Cash #ayment.

*.)./ Duties #erformed in Card Section

I joined in :ard #ection as an assistant under 3d. Eiamot Gllah Boul (7fficer) I !ored here for

4 !ee. 'he follo!ing functions I performed in :ard #ection-

• Shorting the #IN number3 card and confirmation letter.

• Deli,ering the card and take the customer signature in confirmation letter.

• &ecording the card registered book.• atching the signature.

• #osting card acti,ation message to card di,ision under BDS Bank6s o-n

soft-are -hich directly link -ith card di,isionE for acti,e deli,ering card.

• "o sol,e ,arious ty'es of 'roblem of clients about card such as lost card

re'lacement3 forgotten #in number.



*.).2 Duties #erformed in 1ront Desk Customer ser,iceE Section

I joined 1ront Des #ection as an assistant under 1aria Alam (Assistant 7fficer). I !ored here

up to completion my internship period. In this section I !as performed the follo!ing tass

• Deli,ering the check book.

• Gi,ing the customer6s account statement.

• "ransferred balance from one account to another account.

• Clint6s balance in0uiry.

• Attain the 'hone calls and balance in0uiry o,er the 'hone.

• &ecei,ing mail and recorded it in the register book.

*.*Duties #erformed in Credit Di,ision

I joined credit section as an assistant of A.J.3 3ahmudul Hasan 3iah (Assistant /elation

7fficer) for one !ee. Here I performed the follo!ing duties-

• &reparing document for loan

•

Help the client to fill up the /etail Application 1orm.

Among the three department of the "an I gave concentration on %eneral Baning department. In

DBBL #avar Ba$ar Branch has no 1oreign <change department. #o I learnt a"out this t!o

section.



/.% Customers6 #erce'tion on DBBL Debit card Ser,ice 'his part of the report has "een completely prepared on the "asis of the t!elve outcomes that have "een

discovered from the uestioner (given in Appendi) survey. 'his chapter deals !ith K:ustomers0

&erception on DBBL De"it card #ervice. 'he data have "een collected "y survey the customer at #avar.

Ho!ever the follo!ing thirteen outcomes have "een analy$ed through pie chart.



/.%.% "ime &ange for sing debit Card

In #avar Ba$ar Branch, customers are getting services approimately three years. #o in my #urvey I find

that, ;M are using card from si months, = from one year, from t!o years and is using cardmore than three years.

'a"le- ;.4

1igure - ;.4

1rom this, !e find that the people are starting to use card. #o the potential customers are increasing day "y

day.

/.%.) DBBL Debit Card ake Life !asier

Comment Responds Percent

From 6 Months 14 47

From 1 year 8 26

From 2 years 6 20

From 3 Years 2 7

More than 3 years 0 0

Total 30



M strongly agree 22 agree and 2 moderately agree that DBBL De"it card mae their life easier and

giving them flei"ility at !ithdra!ing money. 7n the other hand 4 are disagreeing "ecause they thinthat this service maes them pu$$le. 'hey are not use to !ith this service.

'a"le- ;.

1igure - ;.

Here !e see that the majority people are thin that A'3 service mae their life easier. And very fe!

percent of people are not taing these facilities.

/.%.* sing &ate of DBBL Debit Card

Comment Responds Percentage

Strongly Agree 8 27

Agree 10 33

Moderately Agree 9 30

Disagree 3 10

Total 30



M customer used card regularly and ;2 are used freuently. Here !e find that "usiness person, serviceholder and students are using their card regularly and freuently. But house !ife are used card very

freuently

'a"le- ;.2


Reglarly 8 27

Fre!ently 13 43

"ery Fre!ently 9 30

#ot Any More 0 0

Total 30

1igure - ;.2



/.%./ Customers6 ?ie- on Increasing A" Booth

22 strongly agree and 2M persons are agreeing that the num"er of A'3 Booth is needed to increase.And 2 are moderately agree and only M are thin a"out that the num"er of A'3 Booth are enough

and no need to increase.

'a"le- ;.;

Comment RespondsPercentage

Strongly Agree 10 33

Agree 11 37


Disagree 2 7

Total 30

1igure - ;.;

Businessman person are thin a"out that the num"er of A'3 Booth are needed to increase and every

district they !ant at least one A'3 Booth.



/.%.2 DBBL 5early Ser,ice Charge Is Lo-er "han Com'are -ith $ther Bank

2 strongly agree and 2M agree that compare !ith other "an DBBL yearly service charge is lo!er

than compare !ith other "an. And moderately agree and disagree !ith this opinion.

'a"le- ;.>

1igure - ;.>

/.%.: Customer6s ,ie- on reducing 5early Ser,ice charge


Strongly Agree 7 23

Agree 11 37


Disagree 6 20Total 30



; strongly agree and 2 agree that compare !ith other "an DBBL yearly service charge is needed to

"e reduce. And 22 moderately agree !ith this opinion and only ; are thining that the charge is noneed to reduce.

'a"le- ;.=

1igure - ;.=

Here !e see that the majority people are thin that A'3 service charge is needed to reduce. And very fe!

percent of people are thining that the charge no needs to reduce.

/.%.; &eason for &e'laced Card


Strongly Agree 12 40

Agree 7 23


Disagree 1 4

Total 30



#ome customers are replaced their card for several reason such as replaced card "ecause they lost or

stolen their card. And people are replaced their card for the reason of physically damaged. And the

majority ;M customers no need to replace their card.

'a"le- ;.M

1igure - ;.M

/.%.< &eason for &eissue #IN Number


$ost % Stolen 6 20

&rong 'hotogra(h on )ard 0 0

*n)orre)t #ame 1 3

+ard 'hysi)ally damaged 6 20

Magneti) stri( error 2 7,ther (ro-lem 1 3

#o re(la)ement 14 47

Total 30



#ome customers are reissued their &IE num"er for several reason such as of them reissued are

reissued of sot or stolen and 4M for the reason of forgotten and M of other reason. And >= customer

are did not reissued their &IE num"er.

'a"le- ;.

1igure - ;.

/.%.= &eason for Card Blocked


$ost % Stolen 6 20

Forgotten . 17

,ther 2 7

#e/er reissed 17 .6

Total 30



of customer "loced their card at least one time for the reason of entered in correct &IE num"er at

A'3 or &7# terminal.4 "loced over phone, "ecause they lost their card.42 for internet server pro"lem, 4 electricity pro"lem, only 2 for machinery pro"lem. And 2M customer0s card is never

"loced.

'a"le- ;.5

1igure - ;.5

/.%.%> Getting oney 1rom A" Booth


*n)orre)t '*# entered at AM 6 20

lo) o/er (hone 3 10

*nternet ser/er (ro-lem 4 13

le)tri)ity (ro-lem 3 10

Ma)hinery (ro-lem 1 3

,ther (ro-lem 2 7

#e/er -lo)ed 11 37Total 30



7nly 4 strongly agree that any time the can getting money from A'3 "ooth "ut >2are disagree thatthey are not getting money from A'3 "ooth.

'a"le- ;.4

1igure - ;.4

#o the amount of money are needed to increase in the A'3 "ooth

+omment Res(onds 'er)entage

Strongly Agree 3 10

Agree 2 7


Disagree 16 .3

otal 30



/.%.%% Increasing the Amount of oney A" A" Booth

A"out >M customers are strongly agree and are agree that the amount of money are needed to

increaser "ecause the customer are increasing so the demand is also increase. 7nly 4 are thining thatthe amount is no need to increase "ecause the are using card very freuently.

'a"le- ;.44

1igure - ;.44

Comment Responds PercentageStrongly Agree 17 .7

Agree 6 20


Disagree 3 10

Total 30



/.%.%) Customers6 #erce'tion about DBBL $,erall Debit Card Ser,ice

4= are very satisfied and > are satisfied, M are moderately satisfied and only M customers aredissatisfied a"out DBBL De"it :ard service

'a"le- ;.4

1igure - ;.

'o satisfied the customer the DBBL management need to tae some action and one of them is to increase

the amount of money at A'3.


"ery Satisa)tory . 16

Satisa)tory 1. .0

Moderately Satisa)tory 8 27

Dissatisa)tory 2 7

Total 30



%.2 Internshi' Learning #oints and 1indings of the study

'his chapter deals !ith t!o parts, first I tried to eplain my major learning points from various

departments of the "ranch according to my position and duties. #econd I descri"es the findings ofmy study.

%.2.% Learning from General Banking De'artment

As I most of the time of my internship period in %enerl Baning Division I have acuire lot of

"aning no!ledge from this department. Among those I have mentioned some of my learning

points from this department.

2.%.%.% Account $'ening Section

'he main functions of this section are to open different types of account on the reuest of client.

1rom this section I learnt ho! to open different types of account lie savings account, currant

account, salary account and different types of scheme. 'his section I also learnt ho! to mae acustomer0s I: and ID num"er "y using Ban0s soft!are (1lecu"e), ho! to scan , lin and

authori$e photo and signature. In this section I also learnt ho! to issue, add, authori$ed and

delivered chec "oo. I also learnt ho! to close an account.

2.%.%.) Clearing Section

:learing #ection is very important section in %eneral "aning division. Almost every section of

different has "een lined !ith this section there are many types of !or I did in this section lie-

a) I learnt ho! to receive a clearing cheue from the clients ") ho! to record the cheue in

the 7B: "oo and giving the 7B: num"er c) I suffi crossing seal, 7B: and authori$ed

seal. d) maing the list of 7B: cheues in 3# <cel sheet and then I posted the cheues at

local office for collection.

2.%.%.* 1ront Desk Section

'his is another important section in %B. Here I have learnt ho! to handle different types of

customers. Here I also learnt ho! to "alance inuiry, giving customer0s "an statement,transferred "alance from one account to another account of DBBL.



2.%.%./ Card Section

Here I have learnt ho! to shorting the &IE num"er, card and confirmation letter delivering the

card and tae the customer signature in confirmation letter recording the card registered "oo,matching the signature, posting card activation message to card division under BD3# (Ban0s

o!n soft!are !hich directly lin !ith card division) for active delivering card. Here I have

alsolearnt ho! to solve various types of pro"lem of clients a"out card such as lost card

replacement, forgotten &in num"er etc.

%.: 1indings of the study

Among the three department of the "an, I have !ored in only t!o departments. I more

emphasi$e on %eneral Baning Activities, in order to prepare my report. Basically my findingscover t!o major areas , first K :ustomer #atisfaction A"out DBBL De"it :ard #ervice. 'o learn

the satisfaction level of the customer I have conducted a survey "ased on some uestions. 1rom

the survey I have find some complain a"out the services in some causes they are satisfied and

epected more.

Customers are satisfied about

• "he numbers of A" Booth are satisfied able.

• )/ hours cash -ithdra-al facilities.

• No 'er transaction cost.

• Chea'est yearly ser,ice charge.

• Lo-er cost then any other bank.

Customer6s com'lain about@

• Weak internet connection.

• Small amount of money in A" Booth so that Booths are ".

• achinery 'roblem.

• !lectricity 'roblem.• #oor 'hysical condition of card.

Customer6s e4'ectation

• Daily -ithdra-al limit from A" are needed to increase from 2>3>>> to %3 >>3>>>.

• &eissuing charge for card and #IN number are needed to reduce.



Another major area of my findings is KBaning &ractice to 3eet :ustomer0s Eeed. In my

internship period I o"serve that customers are not satisfied a"out DBBL "aning service. #ome

time DBBL #avar Ba$ar Branch stop D&# and 1D/ and also the interest rate are fluctuated very

freuently so the customers are facing pro"lem to adjusting their "alance. 'hey are also thining

that to get loan from this "ranch is more difficult.

:ustomers are epecting more from DBBL. 'heir epectations are *

• Customers -ant fle4ible banking time.

• Credit Card ser,ice.

• Smooth and fast internet banking.

• Increasing interest rate on their sa,ings and fi4ed de'osit.

• Decreasing interest rate on credit.



:.% &ecommendation

3y three months eperience in DBBL at various Departments lead to recommend on follo!ing issues

• Different ty'es of 'roduct and ser,ices are a,ailable in DBBL3 but clients are -ant more

banking 'roduct and ser,ices such as@ credit card ser,ice3 smooth and fast internet banking

ser,ices3 fle4ible banking time.

• Clients of DBBL are not satisfied about their Credit Di,ision. "hey think that they are not

getting better ser,ices from this de'artment. So this de'artment should be fle4ible about

loan sanction.

• DBBL should follo- a stable interest rate. Clients are embarrassed about the fluctuation of

interest rate.

• DBBL should try to reduce the rate of commission and charges for different ser,ices.

• "he bank should increase the number of A" Booth and s'eared it in different area.

• "he amounts of money in e,ery A" Booth are needed to increase.

• "he 'ersonnel of different section of GB in not sufficient to 'ro,ide efficient ser,ices to the

clients. So3 it necessary to increase the number of 'ersonnel.

• DBBL should introduce more inno,ati,e modern 'roduct and ser,ices for their 'roduct line.

• "he bank should decrease the charge for reissued #IN number and re'laced card.



:.) Conclusion

DBBL- a Bangladesh <uropean private joint venture scheduled commercial "an commenced

formal operation from 6une 2, 455=. 'he Ban commenced its "aning "usiness !ith one "ranch

on ; 6uly 455=. Internship is an integral part to complete the BBA degree. As a finance (major)

student, I have decided to do my internship in a financial institutions and DBBL (Dutch-Bangla

Ban Ltd.) give me the opportunity. 3y internship period !as from 4th 3arch 5 to 42th 6une

5. During the period I tried to collect data and learn something from this period. And these

three months internship period is providing me a lot of practical no!ledge a"out "aning. At the

time of internship program students are suppose to prepare a report "ased on their o"servation of

practical !or. In my internship period, I !as assigned to !or in several department of the "an

in DBBL #avar Ba$ar Branch and I have tried to o"serve and understand the all "aning activities

especially %eneral Baning activities.

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