Customer Satisfaction

of
Dutch Bangla Bank Limited

Submitted by
WWW.ASSIGNMENTPOINT.COM

1.1 Origin of the Report:

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 Bank Ltd.) give
me the opportunity. And these three months internship period is providing me a lot of practical
knowledge about banking. At the time of internship program students are suppose to prepare a
report based on their observation of practical work.

1.2 Scope of the Study:

In my internship period, I was assigned to work in several department of the bank in DBBL Savar
Bazar Branch and I have tried to observe and understand the all banking activities especially
General Banking activities. People of every department in DBBL Savar Bazar Branch are help me
a lot to understand their daily activities perform in this branch. Their incredible support help me to
understand banking activities and to prepare this report.

1.3 Objectives of the Report:

The broad objectives of this report is to complete my BBA Program and to acquire knowledge of
Banking sector. To achieve the main objectives, I also try to understand some specific objectives.
Those objectives are pointed out as follows To gather knowledge about the functions and transactions of different departments of
the bank.
To find out how the general banking system works.
To find out customers satisfaction about ATM Booth service of DBBL.
To analyze the growth of deposits of DBBL.
To know the financial performance among several years of DBBL

1.4 Methodology
1.4.1 Data Collection Method
This report has been prepared on the basis of the data that was collected during the internship
period. In the internship period I was conducted in depth interview with the different experience

personnel in different area of the bank. I was also collect data by surveying the customers of
Savar Bazar Branch. In order to make the report more meaningful and acceptable, I tried to collect
data from two sources
Primary sources : face to face conversation with the respective officers, staff and customers of the
bank.
Secondary sources : Annual report (2008) , partial income statement of the branch, some
confidential documents of DBBL, printed material, DBBL website, previous report.

1.4.2 Data analysis method

All the data that collected from primary and secondary sources have been have reach the Reports
Findings.

Observation technique.
Survey and analysis data by using table and chart
Financial analysis
SWOT analysis.

1.4.3 Sample Size of the Study

I have conducted my survey among the existing customer of DBBL Savar Bazar Branch. But
because of shortage of time, I took only 30 customers as my sample size. In order to get a least
accurate result, I tried to include all type of clients in my survey like businessman, student, service
holder, house wife.

1.4.4 Study Period

My internship period was from 12th March 2009 to 13th June 2009. During the period I tried to
collect data and learn something from this period.

1.4.5 Study Area

Though as finance major student, I tried to gather some practical knowledge about on finance and
tried to learn something about banking activities. In my internship period, I was assigned to work

in several department of the bank in DBBL Savar Bazar Branch and I have tried to observe and
understand the all banking activities especially General Banking activities.

1.4 Limitation:
One of the major limitations of this study was the time limitation. For survey work it was not
possible to take the sample size more then 30. With in a very short time it was not possible for me
to collect data from section and work in every department. There are also some limitations those
are follows All the officers were very much busy with their day to day work. So they could
not provide me enough time.
Office secrecy was also one of the major problems. Some time they did not
disclose some confidential data.
In some cases they could not able to providing me about my topics related data
for preparing a more depth research study.
I carried out such a study for the first time, so inexperienced is one of the main
constraints of the study.

2.1 Concern of DBBL

The brand name ` Your Trusted Partner ` associated with DBBLs day to day operation. DutchBangla Bank Limited establish this philosophy in their dealings with their customers, and offer
them product and services that assure them to the essences of a relationship of partnership based
on trust and confidences, and upholding and maintaining mutuality of interest. Leaving its
competitor behind, DBBL has been able to make steady progress in term of business growth,
earning the confidence of its customers and above all creating a long listing image of your bank in
all the spheres areas of commercial banking operations, comprising of the society. The bank is
involve in all of tread finance, term finance, working 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.

2.2 Background
Dutch-Bangla Bank Limited (the Bank) is a scheduled commercial bank. The Bank was
established under the Bank Companies Act 1991 and incorporated as a public limited company
under the Companies Act 1994 in Bangladesh with the primary objective to carry on all kinds of
banking business in Bangladesh. The Bank is listed with Dhaka Stock Exchange Limited and
Chittagong Stock Exchange Limited.
DBBL- a Bangladesh European private joint venture scheduled commercial bank commenced
formal operation from June 3, 1996. The head office of the Bank is located at Senakalyan Bhaban
(4th floor),195, Motijheel C/A, Dhaka, Bangladesh. The Bank commenced its banking business
with one branch on 4 July 1996.

2.3

Brief History

Dutch-Bangla Bank started operation is Bangladesh's first joint venture bank. The bank was an
effort by local shareholders spearheaded by M Sahabuddin Ahmed (founder chairman) and the
Dutch company FMO.
From the onset, the focus of the bank has been financing high-growth manufacturing industries in
Bangladesh. The rationale being that the manufacturing sector exports Bangladeshi products
worldwide. Thereby financing and concentrating on this sector allows Bangladesh to achieve the
desired growth. DBBL's other focus is Corporate Social Responsiblity (CSR). Even though CSR
is now a cliche, DBBL is the pioneer in this sector and termed the contribution simply as 'social
responsiblity'. Due to its investment in this sector, DBBL has become one of the largest donors

and the largest bank donor in Bangladesh. The bank has won numerous international awards
because of its unique approach as a socially conscious bank.
DBBL was the first bank in Bangladesh to be fully automated. The Electronic-Banking Division
was established in 2002 to undertake rapid automation and bring modern banking services into
this field. Full automation was completed in 2003 and hereby introduced plastic money to the
Bangladeshi masses. DBBL also operates the nation's largest ATM fleet and in the process
drastically cut consumer costs and fees by 80%. Moreover, DBBL choosing the low profitability
route for this sector has surprised many critics. DBBL had pursued the mass automation in
Banking as a CSR activity and never intended profitability from this sector. As a result it now
provides unrivaled banking technology offerings to all its customers. Because of this mindset,
most local banks have joined DBBL's banking infrastructure instead of pursuing their own.
Even with a history of hefty technological investments and an even larger donations, consumer
and investor confidence has never waned. Dutch-Bangla Bank stock set the record for the highest
share price in the Dhaka Stock Exchange in 2008.
Board of Directors
1. Mr. Abedur Rashid Khan, Chairman
2. Mr. Abul Hasnat Md. Rashidul Islam, Director
3. Mr. Zaheed Hossain Khan, Director
4. Mr. Bernhard Frey, Director
Dutch-Bangla
5. Mr. Sayem Ahmed, Director
(DBBL) is
most
technologically 6. Mr. Md. Fakhrul Islam, Director
DBBL stands
most
7. Dr. Irshad Kamal Khan, Independent Director
affordable
products to
Amonst banks, 8. Dr. Syed Fakhrul Ameen, Director from the Depositors
largest donor in
in Bangladesh.
Mr. Chowdhury M. Ashraf Hossain, Director from the
of the largest
9. Depositors
involed in
country. DBBL
associated with
Mr. Md. Yeasin Ali, Managing Director
Bangladesh as 10.
leader in the
banking sector.

Bank Limited
Bangladesh's
innovative and
advanced bank.
to give the
innovative and
banking
Bangladesh.
DBBL is the
to social causes
It stands as one
private donors
imporving the
is proud to be
helping
well as being a
country's

2.4 Mission
Dutch-Bangla Bank engineers enterprise and creativity in business and industry with a
commitment to social responsibility. "Profits alone" do not hold a central focus in the Bank's
operation; because "man does not live by bread and butter alone".

2.5 Vision
Dutch-Bangla Bank dreams of better Bangladesh, where arts and letters, sports and athletics,
music and entertainment, science and education, health and hygiene, clean and pollution free
environment and above all a society based on morality and ethics make all our lives worth living.
DBBL's essence and ethos rest on a cosmos of creativity and the marvel-magic of a charmed life
that abounds with spirit of life and adventures that contributes towards human development.

2.6 Core Objectives

Dutch-Bangla Bank believes in its uncompromising commitment to fulfill its customer needs and
satisfaction and to become their first choice in banking. Taking cue from its pool esteemed
clientele, Dutch-Bangla Bank intends to pave the way for a new era in banking that upholds and
epitomizes its vaunted marques "Your Trusted Partner"

2.7 Introduction to Electronic-Banking

Dutch-Bangla Bank is the first bank in Bangladesh to be fully automated and introduce Electronic
Banking. The automation was completed in 2003, but further additions and features are
continuously being added and upgraded. DBBL has adopted the same exact automation solution
used my many international banking giants. Although this was significantly more expensive than
other solutions, it is a small price to pay for a client's peace of mind.
A DBBL client now has unrivaled access to banking from any DBBL branch, ATM and POS. All
of these services are free-of-charge and are surprisingly affordable for everyone. Even though
DBBL has invested more in Electronic Banking more than any other bank, the division was never
intended to be profitable. It was undertaken with the same mindset DBBL undertakes its
Corporate Social Responsibility tasks. This is why you pay barely nothing even though these same
services would cost you much more in other countries and other banks. Never has any bank given
so much for free.
DBBL also has the largest ATM network in Bangladesh. This gives DBBL clients full access to
'anytime anywhere' banking nationwide. All international and many local banks use the DBBL
ATM network for their own clients. DBBL has installed over 800 ATMs nationwide. As with most
things, ATM access to all DBBL ATMs is unlimited and free for all DBBL clients. If a client of a
member bank (not DBBL) uses a DBBL ATM, the member bank may add a transaction charge.

DBBL has the largest IT budget in Bangladesh. DBBL maintains the state-of-the-art ElectronicBanking Division. The Electronic-Banking Division oversees and maintains DBBL's investment
as well as implementing upcoming projects.
DBBL is the only local bank to have a off-site Data Recovery Site (DRS). DRS ensures that
customer records are safe, backed-up, and up to date in the event of a major catastrophe at the
Electronic-Banking Division headquarters.
Since 2004, DBBL has introduced mobile and SMS banking. With a mobile phone, customers can
perform many banking operations with their phone.
DBBL is a primary license holder for both VISA and Mastercard. It is authorized to issue and
accept payments from both organizations. DBBL also works closely with both organizations to
bring you the latest in card technology. DBBL also offer Visa and Mastercard Debit Cards.

2.8 Services & Products

2.8.1 Card Products
DBBL-NEXUS Classic Card (debit)
DBBL-NEXUS Maestro card (debit)
DBBL-NEXUS VISA Electron card (debit)
DBBL-NEXUS Silver OD card (credit)
DBBL-NEXUS Gold OD card (credit)
Type of services
Issuance fee(1st year
only)
Annual Fee(2nd year
onward)
Replacement Fee
PIN Change Fee

Classic

Silver

Gold

Free

1000

1500

500

500

200

1000

2000

500

500

200
200

500
200

700
200

500
200

500
200

2.8.2 IT Products
Wide range of ATM & POS
Internet Banking

Maestro Visa Electron

 SMS & Alert Banking

2.8.3 Retail Banking Products

DBBL Life Line
From the basket of Life Line, DBBL is offering a complete series of credit facilities for individual
service holders, professionals and self-employed person.
Health Line
Education Line
Professionals Line
Marriage Line
Festival Line
Travel Line
Dreams Come True Line
General Line
Secured Credit Lines
Auto Line
Home Line
Full Secured Lines

2.8.4 Banking Product

Deposit
Savings Deposit Account
Current Deposit Account
Short Term Deposit Account
Resident Foreign Currency Deposit
Foreign Currency Deposit

Convertible Taka Account

Non-Convertible Taka Account
Exporter's FC Deposit(FBPAR)
Current Deposit Account-Bank
Short Term Deposit Account-Bank
Loan & Advances
Life Line (a complete series of personnel credit facility) details
Loan agst. Trust Receipt
Transport Loan
Real Estate Loan (Res. & Comm.)
Loan Agst. Accepted Bill
Agricultural Term Loan
Lease Finance
Other Term Loan
FMO Local currency Loan for SME
FMO Foreign currency Loan
Cash Credit (Hypothecation)
Small Shop Financing Scheme
Overdraft

2.9 DBBL has launched its 500th ATM Booth

Dutch-Bangla Bank Limited (DBBL) has launched its 500th ATM booth at Bangladesh Agricultural
University Campus. Professor Dr. A. Sattar Mandal, Vice Chancellor of the University inaugurated the
500th ATM booth by drawing money through DBBL Nexus Card on April 28, 2009. Among others, Mr.
Sayem Ahmed, Chairman of the Executive committee of the Board of Directors, Mr. Md. Yeasin Ali,
Managing Director of DBBL, Professor Tofazzal Hossain Miah, Dean, Faculty of Agricultural Economics
& Rural Sociology, Members, Dean council, Heads of different Departments, High Officials of the
University, Mr. Abul Kashem Md. Shirin, Deputy Managing Director (Administration), Mr. Mohammed
Aminul Islam Head of ATM, Mr. Arif Mohammed Eftekhar Rashid, Head of ATM Maintenance and Mr.
Hasanuzzaman Bhuiyan, Head of ATM Acquiring were present at the function.

2.10 Activities of Dutch-Bangla Bank Foundation (DBBF)

The ethos of DBBL for pursuing its activities in social arena has got further momentum with your
enthusiasm and support. Dutch-Bangla Bank Foundation (DBBF) is consistently pursuing its
objective of being active in those social areas where it is needed most. The Foundation carries out
diverse social and philanthropic activities in the field of education, health, conservation of nature,
creation of social awareness, rehabilitation of distressed people and such other programs to
redress human sufferings. It also promotes different socio-cultural and sports activities. Your
Board of Directors in order to discharge its corporate social responsibilities in a greater
perspective continued its contribution amounting to 5.00% of Bank's profit after charging loan

loss provision to Dutch-Bangla Bank Foundation (DBBF). It is important that citizens of a society
enjoy the full benefits that society offers. A society, in turn, flourishes when its citizen can
contribute their fullest potential. The well-being of individuals is jeopardize when normal
developmental processes are interrupted by personal crisis, poverty, unemployment, poor health
and inadequate education. Dutch-Bangla Bank Limited (DBBL) is the first Bangladeshi-European
joint venture bank in Bangladesh addresses social concerns that threaten the structure of society
and redress social conditions that adversely affect the well-being of people and society. DBBL
practice thus encompass the professional activities of helping individuals, families, groups,
organizations, and communities to enhance or restore their capacity for optimal social functioning
and of .creating societal conditions favorable to this goal. Dutch-Bangla Bank Foundation
(DBBF) was established on 3rd June, 2001 to perform humanitarian works like rehabilitation of
the destitute and neglected portion of the society specially grassroots level poor in right track. Aim
and objectives of DBBF are as bellow.

Aim and objectives of DBBF:

Health
Education
Information Technology
Disaster
Donation
Recognition for DBBL's CSR

2.11 Hierarchy Position in of DBBL

Managing Director
Deputy Managing Director
Executive Vice-President
Senior Vice-President
Vice President
Officer Grade -1
Assistant Vice-President
Officer Grade -2
Officer Grade -3

Officer Grade 3(A)

Provisionary Officer
Officer Grade -3(B)
Junior Officer

2.12 Dutch-Bangla Bank at a Glance Ltd

Name:

Dutch Bangla Bank Ltd

Registered office:

Sena Kalyan Bhaban (4th Floor),195, Mothijhell C/A,

Dhaka-1000

Phone:

7176390-93

Fax:

9561889

Email / Web:

www.dbbl.com.bd

Date of Incorporate:

June 3, 1996

Chairman:

Mr. Abul nHasnat Md. Rashidul Islam

Managing Director:

Md. Yasin Ali

Number of Branches:

70

Reserve Fund:

1709.52 (TK. In Million)

3.1 Internship Position and Duties in Dutch-Bangla Bank Limited

I have completed my internship program in Dutch-Bangla Bank Limited at Savar Bazar Branch. It
is one of the leading commercial bank in Bangladesh. My internship program duration was three
months (From 12th March to 13th June, 2009).
In my internship period I have worked in two department (General Banking and Credit
Department) but I emphasis on General Banking. I worked in different desk of General Banking.
In Dutch-Bangla Bank all account holders get a Debit card and the bank has 500 ATM Booth in
different area all over the country.
The working environment of General Banking in Dutch-Bangla Bank Limited is very much
friendly. Every personnel of this department were very much busy but they always tried to help
me. They also experienced in their respective field. I tried to show my working schedule in DBBL
of the time of my internship period.

Internship Period
12 Weeks

3.2Duties Performed in General Banking Department:

During my internship period in General Banking I worked in every section under this department I
did several types of activities. Based on myGeneral
work experience
Banking
below Credit
I mentioned
Divisionthe section of
11
Weeks
1
Week
General Banking1.
2.
3.
4.
5.

Account Opening Section

Remittance Section
Bills Account
and Checks
Clearing
Opening
Section (5Section
Weeks)
Cash Section
Card Section
Cash Section
(1 Week)

Bills and Clearing Section (1 Week)

Card Section
(1 Week)

Front Desk (customer Service)

(3 Weeks)

6. Front Desk (Customer Service) Section

3.2.1 Duties Performed in Account Opening Section

I have started my duties from account opening section as an assistant under Mr. Ahsanul Islam
(Assistant Officer). In this section I worked 5 weeks. In this section the main function I performed
as, how to open different types of account on the request of client. Here I also learned the
requirements needed for different types of account.
The main function of this section that I performed in this account opening section. Those are
Helping client to fill up the account opening form.
Open customers IC & ID under DBBL own software (Flexcube).
Open CASA Account to get the A/C number.
Helping client to fill up deposit ..
Sign up the client check book requisition form and adding, authorized the
request for check book in computer.
Delivering the client check book.
Scan, link and authorized the clients photo and signature.
Shorting the different type of A/C and fill up the form.
Account close.
Types of account I open in DBBL are as follows Savings Deposit Account ( I opened approximately 60 SB in my internship period)
Power Account ( I opened approximately 80 Salary A/C in my internship period)
Current Deposit Account ( I opened approximately 5 CA in my internship period)

3.2.2 Duties Performed in Bills and Clearing Section

In the clearing section I received check, learn about different endorsement, crossing. Bills and
clearing section is divided into two departments. They are
a) Inward Bill Collection (IBC)
b) Outward Bill Collection (OBC)
Inward Clearing Section:

 Registering checks in IBC book

Recording honored checks.
Preparing return checks.
Outward Clearing Section:

Registering checks in OBC book.

Processing OBC by giving needed seal.
Preparing credit voucher.
Make the list of OBC checks are posting at Local Office.
Posting OBC at Local Office for collection.

3.2.3 Duties Performed in Cash Section:

The following functions I performed in Cash Section
Cash Received.
Cash Payment.

3.2.4 Duties Performed in Card Section

I joined in Card Section as an assistant under Md. Niamot Ullah Bokul (Officer) I worked here for
1 week. The following functions I performed in Card Section

Shorting the PIN number, card and confirmation letter.

Delivering the card and take the customer signature in confirmation letter.
Recording the card registered book.
Matching the signature.
Posting card activation message to card division under BDMS (Banks own
software which directly link with card division) for active delivering card.
To solve various types of problem of clients about card such as lost card
replacement, forgotten Pin number.

3.2.5 Duties Performed in Front Desk ( Customer service) Section

I joined Front Desk Section as an assistant under Faria Alam (Assistant Officer). I worked here
up to completion my internship period. In this section I was performed the following tasks

Delivering the check book.

Giving the customers account statement.
Transferred balance from one account to another account.
Clints balance inquiry.
Attain the phone calls and balance inquiry over the phone.
Receiving mail and recorded it in the register book.

3.3Duties Performed in Credit Division

I joined credit section as an assistant of A.K.M Mahmudul Hasan Miah (Assistant Relation
Officer) for one week. Here I performed the following duties Preparing document for loan
Help the client to fill up the Retail Application Form.
Among the three department of the bank I gave concentration on General Banking department. In
DBBL Savar Bazar Branch has no Foreign Exchange department. So I learnt about this two
section.

4.1

Customers Perception on DBBL Debit card Service

This part of the report has been completely prepared on the basis of the twelve outcomes that have been
discovered from the questioner (given in Appendix) survey. This chapter deals with Customers
Perception on DBBL Debit card Service. The data have been collected by survey the customer at Savar.
However the following thirteen outcomes have been analyzed through pie chart.

4.1.1 Time Range for Using debit Card

In Savar Bazar Branch, customers are getting services approximately three years. So in my Survey I find
that, 47% are using card from six months, 26% from one year, 20% from two years and 0% is using card
more than three years.
Table- 4.1

Comment

Figure - 4.1

Responds

From 6 Months
From 1 year
From 2 years
From 3 Years
More than 3 years
Total

14
8
6
2
0
30

Percent
47
26
20
7
0

From this, we find that the people are starting to use card. So the potential customers are increasing day by
day.

4.1.2 DBBL Debit Card Make Life Easier

27% strongly agree 33% agree and 30% moderately agree that DBBL Debit card make their life easier and
giving them flexibility at withdrawing money. On the other hand 10% are disagreeing because they think
that this service makes them puzzle. They are not use to with this service.
Table- 4.2
Comment

Responds

Strongly Agree

Percentage
8

27

10

33

Moderately Agree

30

Disagree

10

Agree

Total

30

Figure - 4.2

Here we see that the majority people are think that ATM service make their life easier. And very few
percent of people are not taking these facilities.

4.1.3 Using Rate of DBBL Debit Card

27% customer used card regularly and 43% are used frequently. Here we find that business person, service
holder and students are using their card regularly and frequently. But house wife are used card very
frequently
Table- 4.3
Comment

Responds

Regularly
Frequently
Very Frequently
Not Any More
Total

Percentage
8
13
9
0
30

Figure - 4.3

27
43
30
0

4.1.4 Customers View on Increasing ATM Booth

33% strongly agree and 37% persons are agreeing that the number of ATM Booth is needed to increase.
And 23% are moderately agree and only 7% are think about that the number of ATM Booth are enough
and no need to increase.
Table- 4.4
Comment

Percentag
e

Responds

Strongly Agree

10

33

Agree

11

37

Moderately Agree

23

Disagree

Total

30

Figure - 4.4

Businessman person are think about that the number of ATM Booth are needed to increase and every
district they want at least one ATM Booth.

4.1.5 DBBL Yearly Service Charge Is Lower Than Compare with Other Bank
23% strongly agree and 37% agree that compare with other bank DBBL yearly service charge is lower
than compare with other bank. And 20% moderately agree and 20% disagree with this opinion.

Table- 4.5
Comment

Responds

Strongly Agree
Agree
Moderately Agree
Disagree
Total

Percentage

7
11
6
6
30

Figure - 4.5

4.1.6 Customers view on reducing Yearly Service charge

23
37
20
20

40% strongly agree and 23% agree that compare with other bank DBBL yearly service charge is needed to
be reduce. And 33% moderately agree with this opinion and only 4% are thinking that the charge is no
need to reduce.
Table- 4.6
Comment

Responds

Strongly Agree
Agree
Moderately Agree
Disagree
Total

Percentage

12

40

23

10

33

30

Figure - 4.6

Here we see that the majority people are think that ATM service charge is needed to reduce. And very few
percent of people are thinking that the charge no needs to reduce.

4.1.7 Reason for Replaced Card

Some customers are replaced their card for several reason such as 20% replaced card because they lost or
stolen their card. And 20% people are replaced their card for the reason of physically damaged. And the
majority 47% customers no need to replace their card.

Table- 4.7
Percentag
Responds e

Comment
Lost / Stolen
Wrong Photograph on card
Incorrect Name
Card Physically damaged
Magnetic strip error
Other problem
No replacement
Total

Figure - 4.7

4.1.8 Reason for Reissue PIN Number

6
0
1
6
2
1
14
30

20
0
3
20
7
3
47

Some customers are reissued their PIN number for several reason such as 20% of them reissued are
reissued of sot or stolen and 17% for the reason of forgotten and 7% of other reason. And 56% customer
are did not reissued their PIN number.

Table- 4.8
Comment

Responds

Lost / Stolen

20

Forgotten

17

Other

Never reissued

17

56

Total

30

Figure - 4.8

4.1.9 Reason for Card Blocked

Percentage

20% of customer blocked their card at least one time for the reason of entered in correct PIN number at
ATM or POS terminal.10% blocked over phone, because they lost their card.13% for internet server
problem, 10% electricity problem, only 3% for machinery problem. And 37 % customers card is never
blocked.

Table- 4.9
Percentag
Responds e

Comment
Incorrect PIN entered at ATM
Block over phone
Internet server problem
Electricity problem
Machinery problem
Other problem
Never blocked
Total

Figure - 4.9

4.1.10 Getting Money From ATM Booth

6
3
4
3
1
2
11
30

20
10
13
10
3
7
37

Only 10% strongly agree that any time the can getting money from ATM booth but 53%are disagree that
they are not getting money from ATM booth.

Table- 4.10
Comment
Strongly Agree
Agree
Moderately Agree
Disagree
Total

Responds

Percentage
3
2
9
16
30

Figure - 4.10

So the amount of money are needed to increase in the ATM booth

10
7
30
53

4.1.11 Increasing the Amount of Money AT ATM Booth

About 57% customers are strongly agree and 20% are agree that the amount of money are needed to
increaser because the customer are increasing so the demand is also increase. Only 10% are thinking that
the amount is no need to increase because the are using card very frequently.

Table- 4.11
Comment

Responds

Strongly Agree
Agree
Moderately Agree
Disagree
Total

17
6
4
3
30

Figure - 4.11

Percentage
57
20
13
10

4.1.12 Customers Perception about DBBL Overall Debit Card Service

16% are very satisfied and 50% are satisfied, 27% are moderately satisfied and only 7% customers are
dissatisfied about DBBL Debit Card service

Table- 4.12

Comment

Percentag
Responds e

Very Satisfactory
Satisfactory
Moderately Satisfactory
Dissatisfactory
Total

5
15
8
2
30

16
50
27
7

Figure - 4.8

To satisfied the customer the DBBL management need to take some action and one of them is to increase
the amount of money at ATM.

1.5

Internship Learning Points and Findings of the study

This chapter deals with two parts, first I tried to explain my major learning points from various
departments of the branch according to my position and duties. Second I describes the findings of
my study.

1.5.1 Learning from General Banking Department

As I most of the time of my internship period in Generl Banking Division I have acquire lot of
banking knowledge from this department. Among those I have mentioned some of my learning
points from this department.

5.1.1.1

Account Opening Section

The main functions of this section are to open different types of account on the request of client.
From this section I learnt how to open different types of account like savings account, currant
account, salary account and different types of scheme. This section I also learnt how to make a
customers IC and ID number by using Banks software (Flexcube), how to scan , link and
authorize photo and signature. In this section I also learnt how to issue, add, authorized and
delivered check book. I also learnt how to close an account.

5.1.1.2

Clearing Section

Clearing Section is very important section in General banking division. Almost every section of
different has been linked with this section there are many types of work I did in this section likea) I learnt how to receive a clearing cheque from the clients b) how to record the cheque in
the OBC book and giving the OBC number c) I suffix crossing seal, OBC and authorized
seal. d) making the list of OBC cheques in MS Excel sheet and then I posted the cheques at
local office for collection.

5.1.1.3

Front Desk Section

This is another important section in GB. Here I have learnt how to handle different types of
customers. Here I also learnt how to balance inquiry, giving customers bank statement,
transferred balance from one account to another account of DBBL.

5.1.1.4

Card Section

Here I have learnt how to shorting the PIN number, card and confirmation letter delivering the
card and take the customer signature in confirmation letter recording the card registered book,
matching the signature, posting card activation message to card division under BDMS (Banks
own software which directly link with card division) for active delivering card. Here I have
alsolearnt how to solve various types of problem of clients about card such as lost card
replacement, forgotten Pin number etc.

1.6 Findings of the study

Among the three department of the bank, I have worked in only two departments. I more
emphasize on General Banking Activities, in order to prepare my report. Basically my findings
cover two major areas , first Customer Satisfaction About DBBL Debit Card Service. To learn
the satisfaction level of the customer I have conducted a survey based on some questions. From
the survey I have find some complain about the services in some causes they are satisfied and
expected more.

Customers are satisfied about

The numbers of ATM Booth are satisfied able.

24 hours cash withdrawal facilities.
No per transaction cost.
Cheapest yearly service charge.
Lower cost then any other bank.

Customers complain about

Weak internet connection.

Small amount of money in ATM Booth so that Booths are MT.
Machinery problem.
Electricity problem.
Poor physical condition of card.

Customers expectation
Daily withdrawal limit from ATM are needed to increase from 50,000 to 1, 00,000.
Reissuing charge for card and PIN number are needed to reduce.

Another major area of my findings is Banking Practice to Meet Customers Need. In my

internship period I observe that customers are not satisfied about DBBL banking service. Some
time DBBL Savar Bazar Branch stop DPS and FDR and also the interest rate are fluctuated very
frequently so the customers are facing problem to adjusting their balance. They are also thinking
that to get loan from this branch is more difficult.
Customers are expecting more from DBBL. Their expectations are

Customers want flexible banking time.

Credit Card service.
Smooth and fast internet banking.
Increasing interest rate on their savings and fixed deposit.
Decreasing interest rate on credit.

6.1 Recommendation
My three months experience in DBBL at various Departments lead to recommend on following issues

Different types of product and services are available in DBBL, but clients are want more
banking product and services such as- credit card service, smooth and fast internet banking
services, flexible banking time.

Clients of DBBL are not satisfied about their Credit Division. They think that they are not
getting better services from this department. So this department should be flexible about
loan sanction.

DBBL should follow 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 services.

The bank should increase the number of ATM Booth and speared it in different area.

The amounts of money in every ATM Booth are needed to increase.

The personnel of different section of GB in not sufficient to provide efficient services to the
clients. So, it necessary to increase the number of personnel.

DBBL should introduce more innovative modern product and services for their product line.

The bank should decrease the charge for reissued PIN number and replaced card.

6.2 Conclusion
DBBL- a Bangladesh European private joint venture scheduled commercial bank commenced
formal operation from June 3, 1996. The Bank commenced its banking business with one branch
on 4 July 1996. 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
Bank Ltd.) give me the opportunity. My internship period was from 12th March 2009 to 13th June
2009. 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 knowledge about banking. At the
time of internship program students are suppose to prepare a report based on their observation of
practical work. In my internship period, I was assigned to work in several department of the bank
in DBBL Savar Bazar Branch and I have tried to observe and understand the all banking activities
especially General Banking activities.