Customer Satisfaction of DBBL (Dutch-Bangla Bank Ltd.)

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.

This report has been prepared on the basis of three months work experience in DBBL on Savar Bazar Branch, with the instruction of Ms. Afia Akter, lecturer of Northern University, Bangladesh. I tried my level best to prepare this report sincerely.

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.

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

Methodology

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.

Data analysis method

All the data that collected from primary and secondary sources have been have reach the Report’s Findings.

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

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.

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.

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.

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.

Concern of DBBL

The brand name ` Your Trusted Partner ` associated with DBBL’s   day to day operation. Dutch-Bangla 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.

 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.

 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

 

 

5.

Mr. Sayem Ahmed, Director

 

 

6.

Mr. Md. Fakhrul Islam, Director

 

 

7.

Dr. Irshad Kamal Khan, Independent Director

 

 

8.

Dr. Syed Fakhrul Ameen, Director from the Depositors

 

 

9.

Mr. Chowdhury M. Ashraf Hossain, Director from the Depositors

 

 

10.

Mr. Md. Yeasin Ali, Managing Director

 

 

 

 

  Dutch-Bangla Bank Limited (DBBL) is Bangladesh’s most innovative and technologically advanced bank. DBBL stands to give the most innovative and affordable banking products to Bangladesh. Amonst banks, DBBL is the largest donor in to social causes in Bangladesh. It stands as one of the largest private donors involed in imporving the country. DBBL is proud to be associated with helping Bangladesh as well as being a leader in the country’s banking sector.

 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”.

 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.

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”

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 Electronic-Banking 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.

Services & Products

 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

Classic

Silver

Gold

Maestro

Visa Electron

Issuance fee(1st year only)

Free

1000

1500

500

500

Annual Fee(2nd year onward)

200

1000

2000

500

500

Replacement Fee

200

500

700

500

500

PIN Change Fee

200

200

200

200

200

 IT Products

  • Wide range of ATM & POS
  • Internet Banking
  • SMS & Alert Banking

 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

 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

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.

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

Hierarchy Position in of DBBL

 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.

Duties 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 my work experience below I mentioned the section of General Banking-

  1. 1.      Account Opening Section
  2. 2.      Remittance Section
  3. 3.      Bills and Checks Clearing Section
  4. 4.      Cash Section
  5. 5.      Card Section
  6. 6.      Front Desk (Customer Service) Section

 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 customer’s 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)

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.

Duties Performed in Cash Section:

The following functions I performed in Cash Section

  • Cash Received.
  • Cash Payment.

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 (Bank’s 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.

 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 customer’s account statement.
  • Transferred balance from one account to another account.
  • Clint’s balance inquiry.
  • Attain the phone calls and balance inquiry over the phone.
  • Receiving mail and recorded it in the register book.

Duties 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.

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.

 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

CommentRespondsPercent
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

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

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

CommentRespondsPercentage
Strongly Agree

8

27

Agree

10

33

Moderately Agree

9

30

Disagree

3

10

Total

30

 

 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.

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

Percentage

Regularly

8

27

Frequently

13

43

Very Frequently

9

30

Not Any More

0

0

Total

30

 

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

CommentRespondsPercentage
Strongly Agree

10

33

Agree

11

37

Moderately Agree

7

23

Disagree

2

7

Total

30

 

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.

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

CommentRespondsPercentage
Strongly Agree

7

23

Agree

11

37

Moderately Agree

6

20

Disagree

6

20

Total

30

 

Customer’s view on reducing Yearly Service charge

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

CommentRespondsPercentage
Strongly Agree

12

40

Agree

7

23

Moderately Agree

10

33

Disagree

1

4

Total

30

 

 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.

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

CommentRespondsPercentage
Lost / Stolen

6

20

Wrong Photograph on card

0

0

Incorrect Name

1

3

Card Physically damaged

6

20

Magnetic strip error

2

7

Other problem

1

3

No replacement

14

47

Total

30

 

 

 

 

 

Reason for Reissue PIN Number

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

CommentRespondsPercentage
Lost / Stolen

6

20

Forgotten

5

17

Other

2

7

Never reissued

17

56

Total

30

 

 

Reason for Card Blocked

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 % customer’s card is never blocked.

Table- 4.9

CommentRespondsPercentage
Incorrect PIN entered at ATM

6

20

Block over phone

3

10

Internet server problem

4

13

Electricity problem

3

10

Machinery problem

1

3

Other problem

2

7

Never blocked

11

37

Total

30

 

  Getting Money From ATM Booth

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

CommentRespondsPercentage
Strongly Agree

3

10

Agree

2

7

Moderately Agree

9

30

Disagree

16

53

Total

30

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

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

CommentRespondsPercentage
Strongly Agree

17

57

Agree

6

20

Moderately Agree

4

13

Disagree

3

10

Total

30

 

 

 

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

CommentRespondsPercentage
Very Satisfactory

5

16

Satisfactory

15

50

Moderately Satisfactory

8

27

Dissatisfactory

2

7

Total

30

 

 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.

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.

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.

 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 customer’s IC and ID number by using Bank’s 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.

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 like-

a)     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.

 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 customer’s bank statement, transferred  balance from one account to another account of DBBL.

 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 (Bank’s 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.

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.

Customer’s 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.

Customer’s 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 Customer’s 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.

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.

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.

References

Books:

  • Gitman, j. Lawrence (2003) “Principles of Managerial Finance” 10th edition, Pearson education
  • Besley, Scott and Brigham, F, Eugene (2004) “Essentials of Managerial Finance” 13th edition, Thomson South-western.

Reports and Others:

  • Annual Report (2008), Dutch-Bangla Bank Ltd.
  • Annual Report (2007), Dutch-Bangla Bank Ltd.

Web Site:

  • www.dbbl.com.bd

DBBL