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Project on Analysis of Customer Satisfaction Level of Dutch Bangla Bank Limited

Project on
Analysis of Customer Satisfaction Level of Dutch Bangla Bank Limited, DBBL

Submitted to Submitted by
Sarker Rafij Ahmed Ratan Md.Ahaduzzaman AbirAssistant Professor ID:111 142 003
United International University

Date of submission: 13 th September, 2012
Letter of Transmittal
September 27, 2018
TO,
Sarker Rafij Ahmed Ratan 
Assistant Professor
United International University
Subject: Submission of Internship Report
Dear Sir,
This is my pleasure to submit my project entitled ‘Analysis of Customer Satisfaction Level of Dutch Bangla Bank Limited, DBBL’ .In the time of preparing this project I came to know which factors create dissatisfaction on customers mind about banking.

Consequently, I am submitting my report on your very concern. Hopefully, you will discover my well-researched, informative approach as a hallmark of hard work. Rather, in case of any further clarification or elaboration as to my report, I would welcome the opportunity to consult with you to explore how my findings could best meet your needs.

Thanking You.

With best regards,
Md.Ahaduzzaman AbirID: 111 142 003
United International University

Acknowledgment
First of all, all praises and thanks due to Almighty God Who helped me with bunch of supportive people to accomplish my report. Successful completion of any course requires support from various people. I was fortunate to get the guidance and supervision of my teachers, friends and customes of DBBL who helped me in progress my work.

Next, I want to show gratitude to my respected supervisor Sarker Rafij Ahmed Ratan, Assistant Professor of United International University, for his immense support and guidance in every aspect of the research. His guidance and response for my every query helped me a lot to complete the project.

Then, I would like to acknowledge gratefully to some customers of Dutch Bangla Bank Ltd. namely who gave me some special instructions, information and guidance about a variety of banking systems and procedures from time to time. I would convey my special thanks to my parents who inspired me to complete the report of this particular course.

Executive Summary
Dutch-Bangla Bank Limited (DBBL) is one of the leading commercial banks of Bangladesh. Banking industry in Bangladesh is very competitive and in commercial banking sector, the competition is highest. To compete and survive in this competitive world, each and every bank offers wide range of products and services to attract the customers. Dutch Bangla Bank Limited (DBBL) is the first joint venture commercial bank of Bangladesh that started its journey on June 3, 1996. The bank was the outcome of an effort by local shareholders lead by M Sahabuddin Ahmed (founder chairman) and the Netherlands development finance company (FMO). DBBL always try to provide customers best banking experience and for that reason they offer one-stop counter service to clients covering: consumer banking, commercial banking, travelers cheque, foreign & local remittances, financial services, corporate banking, asset & liability management, liquidity & capital resources management, information technology etc. DBBL is one of the highest corporate donors of Bangladesh and highest contributor in CSR activities among the banks in Bangladesh. Satisfying the customer needs is very crucial task for achieving organizational vision. Every organization tries hard to provide highest quality service to their customers. Because the organizations which satisfies their customers; can reach to their goal quickly. To ensure customers satisfaction every organization use some tools like: offer high quality products and services, provide products on time, give enough information about their products, fairly treat all the customers and lot more. To measure customers’ satisfaction level time to time, different methods are used like: face to face interview, online survey, questionnaire survey, interview over telephone, trend analysis from company’s sales and so on. Through the survey organizations try to find out which services satisfy customers and which things create dissatisfaction on customers mind and on the basis of the information they try to recover their lacking. To satisfy customers DBBL also uses several tools like: they provide huge number of branches, ATM booths for customers trouble-free transitions; they facilitates 24 hours helpline to solve customers’ IV problems and inquiries; they offer special services to foreigners, women, physically disabled and illiterate customers; provide evening banking facilities and so on.

CHAPTER-1
INTRODUCTION
Introduction
In current age economic exercises, managing an account is a successful medium of attaining economic adjustments of a growing nation. For an economic system cash is one of the crucial and necessary thing which can be contrasted and blood of our physique when cash associated foundation like banks go about as a route arrangement of the economy. Without enough retaining cash workplace Agriculture, commercial enterprise and enterprise can’t thrive. An suitable created retaining cash framework can provide the vital help to the financial improvement of the nation. Since managing an account framework is linked with the whole economy. Bangladesh financial system has been encountering a speedy improvement since the 90?s. Urbanization and way of lifestyles modifications simultaneous with the economic enchancement made activity for preserving cash gadgets and administrations. For the close by group, banks give get right of entry to to subsidizing and financial administrations to each local enterprise and residents, and in addition the money banks put once more into the team via employee finance, commercial enterprise speculations, and expenses. Above all else banks cook the want of society through wiping up shops as a variety of structures like funds, MSS, FD, SND and severa special selections at smart rates. Additionally financial institution offers credit office to pinnacle of the line economic professionals for vast undertakings in the modern, foundation and administration parts. In this financial commitment, Dutch Bangla Bank Limited resembles a glowing star. Since its starting in June 3, 1996, Dutch Bangla Bank Ltd. has won praiseworthy notoriety through giving authentic personalized administration to its customers in an innovation based totally environment. The Bank has set up some other standard in financing in the Industrial, Trade and Foreign exchange business and it is recognized as the most resourceful and innovatively unequalled bank. Its unique store and credit score objects have moreover pulled in the clients both company and humans who sense relief in working with the Bank and its recognized as a human beings groups financial institution of Bangladesh. Disregarding each and every one of the benefits of loaning for both the corporations that makes strengthen and for their client, the loaning system bears cautious internal and outer gazing at all the circumstances. At the factor when a financial institution or different moneylender get into real budgetary inconvenience, its troubles for the most section spring from advances that have grew to become out to be uncollectible due to the fact of blunder, illicit control, harassed landing arrangements or an unexpected economic downturn. No huge surprise, then, that when analysts exhibit up at a financial institution or different managed landing establishment they lead a cautious audit of its credit score portfolio. Generally this consists of are precise examination of the documentation and safety for the largest advance, an audit of a specimen of little advances, and an evaluation of credit score techniques to assurance their sound and sensible retaining in thinking the end aim to make sure human beings in ordinary supports. Customer is a crucial element for the bank. Each financial institution tries to fulfill its client through giving them unique varieties of objects and administrations. Consumer loyalty is anticipated to be aware of the client’s desires and needs. A broad range of administration gave through the Bank are firmly recognized with the customer. In this brief position report, I have basically broken down the degree of client loyalty of DBBL.
Origin of the Report
The report has been set up as the prerequisite of the project. I have arranged this file by taking assistance from the site of Dutch Bangla Bank Limited web and overview and under supervision of Sarker Rafij Ahmed Ratan. My temporary job point is ‘Investigation of The Customer Satisfaction Level of Dutch Bangla Bank Limited.
Objective of the Study
The essential goal of this report is to discover the consumer loyalty level of Dutch Bangla Bank Limited. The general goal of the investigation is to satisfy prerequisite of the Graduation under the Bachelor of Business Administration program of United International University according to college strategy. There are couple of more particular destinations I have found:
? To discover the territories of disappointments of buyers
? To distinguish the territories of fulfillments of clients
? To discover the basic reasons of utilizing ATM cards, kinds of issues clients’ countenances and fulfillment level with DBBL ATM card benefit.
? To take in the purposes for opening DPS account at DBBL and clients fulfillment level on it.
? To watch the familiarity with the clients about the portable saving money administration of DBBL.
? To measure the level of fulfillment of clients
? To discover the general circumstance of client benefit branch of DBBL
? To recommend organization how to enhance buyer fulfillment level
1.3 ScopeThis report will be helpful to those people who intend to prepare further researches on the banking industry of Bangladesh in future. From this report they can gather knowledge about the products and services offered by DBBL, tools uses for satisfy their customers, customers’ satisfaction level on ATM service, DPS service, mobile banking service and customer care service of DBBL and so on. As the preparing time of this report was short and I didn’t visited all the departments of the bank so there may be some lacking on information about the services provided by DBBL.

Methodology
Sample size:
The total sample size was 40 people and all of them were walking customers. I have talked with 40 different people for this and among them there were 20 male and 20 female. It was direct face to face conversation I did with them. I prepared a questioner regarding this and give them to fill it up based on their satisfaction level and few other terms.

Sources of Data:
Primary Sources
Secondary Sources
Primary Sources:
Face to face conversation with the respective customers and officeresPractical desk work
Direct Observation
A survey is conducted to find out customer satisfaction and dissatisfaction level
Secondary Sources:
Annual report of Dutch Bangla Bank Limited
Different documents provided by the concerned officers of the organization
DBBL’slocal website
Relevant books, research paper, journals and web researches
Analysis, Interpretations and Presentation of Data:
Some diagram and tables are used to analyze the collected data and gave flawless visible representation of the study.

Findings of the Study:
The collected data were analyzed methodically and pointed out in a synchronized way and finally shown as findings at the last portion of the report.

Limitation
Some of the customers were hesitating and weren’t interested to fill up the survey form.

The main hindrance I had to face while preparing this report is to talk with the people whom I have interviewed. All of them were walking people and they were busy so that they were unwilling to cooperate.

CHAPTER-2
COMPANY OVERVIEW
2.1 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. Dutch Bangla Bank other focus is Corporate Social Responsiblity (CSR). Even though CSR is now a cliche, Dutch Bangla Bank is the pioneer in this sector and termed the contribution simply as ‘social responsiblity’. Due to its investment in this sector, Dutch Bangla Bank 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.

Dutch Bangla Bank 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. Dutch Bangla Bank also operates the nation’s largest ATM fleet and in the process drastically cut consumer costs and fees by 80%. Moreover, Dutch Bangla Bank choosing the low profitability route for this sector has surprised many critics. Dutch Bangla Bank 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 Dutch Bangla Bank 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.

2.2 Mission
Efforts for development of their exercises at home and abroad by adding new measurements to their managing account administrations are being proceeded with unabated. Nearby, they are additionally putting most elevated need in guaranteeing straightforwardness, account capacity, enhanced customers benefit and to their dedication to serve the general public through which they need to get closer and nearer to the general population of all sectors. Winning an everlasting seat in the hearts of the general population as a minding sidekick in Page | 15 elevating the national financial standard through ceaseless up degree and enhancement of their demographic administrations in accordance with national and worldwide necessities is the fancied objective we need to reach.

2.3 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 8 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.

2.4. Core objectives
Dutch Bangla Bank believes in its uncompromising commitment to fulfill its customer needs & satisfaction and to become their first choice in banking. Taking cue from its pool of esteemed clientele, Dutch Bangla Bank intends to pave the way for a new era in banking that upholds and epitomizes its vaunted marquees “your trusted partner”.

2.5 Organizational structure of DBBL
Organizational structure of DBBL includes:
Chairman
Vice Chairman
Board of directors
Managing directors
2.6 Products and Services of DBBL
DBBL is a customer centric bank and it is really crucial to satisfy customers demand to achieve success in business. DBBL always gives priority to their clients and offer customers wide range of services to satisfy them and make their banking experience more enjoyable.

Consumer banking products
SME banking
DBBL provides loans to small and medium entrepreneurs like Wholesalers, Manufacturers, Assemblers and Retailers of machinery, Handicrafts, catering, printing industry and so on. The maximum amount of loan they provide is taka 5, 00,000.

Internet banking
DBBL provides internet banking services to their customers for making their banking easy and hassle free. To login into bank account from home, customer needs a PIN number given by the DBBL. Through internet banking customers can access their account details and can view the amount of current, saving & term deposit and loan account with current balance remaining.

Western union money transfer
Western union financial services Inc. is the reliable money transfer company throughout the world. Its head office is situated at U.S.A. Western union has earned worldwide reputation for transferring money from one country to another country within shortest possible time based on electronic technology. On 14th February 2006, DBBL has set up a representative agreement with western union financial services Inc. for sending money to friends and family worldwide. With the help of western union money transfer service it become easy for Bangladeshi wage earners to receive and send money to more than 2,25,000 western union agents located in over 197 countries globally only by visiting any branch of DBBL. By this way, the Bangladeshi citizens living abroad are sending remittance through Western union agent there and within few minutes his desired nominee in Bangladesh can withdraw it from any DBBL branch.

Millionaire Deposit Scheme (MDS)
Millionaire Deposit Scheme (MDS) account is a time specified monthly deposit scheme for clients where the deposited money will become millions on maturity.

The features and benefits of MDS account of are:
Customers should open a parallel saving account/current account through which installment will be paid.

The minimum monthly deposit will be 4,718 taka.

Individual customer can open maximum 3 MDS accounts.

Initial deposit account and tenure chosen by the account holder at the time of opening account and it cannot be changed after wards.

Bill payment service
Customers of DBBL can pay their electricity bill, gas bill, phone/mobile bills, internet bill (Qubee & Banglalion) and other utility bills through the cheque of DBBL.

Double Benefit Account
Dutch Bangla Bank Limited now offers Double Benefit Account for its customers. The benefits under this scheme shall become double after 09 (Nine) years 06 (Six) months.

Deposit of Tk. 1,00,000/- and its multiple without any upper limit shall be acceptable under this scheme.

The account may be opened either singly or jointly.

All Double Benefit Account holders shall be offered with free Life Insurance Policy under this scheme
Deposit of Tk. 1,00,000/- and its multiple without any upper limit shall be acceptable under this scheme.

Locker services
DBBL also offer locker service to their clients. By giving specific amount of charge for a locker, one can maintain his own locker and can keep his important things securely.

SMS service
SMS alert service of DBBL is very helpful for the customers. Through this service customers receive messages when their account is debited or credited. So they are always updated with their account balance.

Mobile Banking
In Bangladesh, mobile banking service is first introduced by DBBL on May 31, 2011. Through mobile banking service customers can do banking activities without going to bank. In all over Bangladesh there are many DBBL mobile banking agent. It is secure way to do transaction because no one can deposit or withdraw money without that particular mobile number with check digit and pin number of the account holder.

Products and services of mobile banking:
Withdrawal from ATM
Balance inquiry
Statement inquiry
Cash-in
Salary disbursement
Ca sh-out
2.7 Types of Deposit accounts
There are different types of deposit accounts with different types of terms and conditions in DBBL to cater various customer demands. Customers can open their accounts according to their choice and requirements.

Savings account
Savings account is an account where customers can deposit their money and get interest on the deposit. To open any kind of deposit account at DBBL things those are needed:
2 copy passport size photo of the person who want to open an account
1 copy passport size photo of nominee
Photocopy of National ID card/ driving license/ birth certificate (any one)
The features and benefits of savings account of DBBL are:
Account holder can deposit and withdraw money at any time they want
To open an account only 500 taka is needed
MICR cheque book is given
Interest is payable on half yearly basis
Instant debit card is given to the account holder when he opens the account
Minimum service charge
Any branch banking facility
Current account
Current account is an account where there is no restriction on number of transaction daily and no limit on withdrawal also. This account mainly opened by the businessmen who have regular transitions with banks. DBBL didn’t provide any interest for this account. The features and benefits of current account of DBBL are:
Only 2,000 taka is needed to open an current account
There is no restriction on deposit and withdrawal money
14 Personalized MICR cheque is given
Any branch banking facility
Once in a year bank provides charge free statement to the account holder
Student account
This account is especially launched for the students whose savings opportunity is very limited for example: Taka 500-10,000 monthly. The features and benefits of student account of DBBL are:
To open an account only 500 taka is needed
Instant debit card is given to the account holder when he open the account
Yearly charge of debit card is not taken
No cheque book is given to the account holder
DBBL pays 3.50% interest on the deposit
Salary account
This is a special package of savings account launched by DBBL only for those company’s employees with whom DBBL has a corporate agreement. The features and benefits of salary account of DBBL are:
Account holder can withdraw full amount of money from his account
Minimum service charge is taken
Personalized MICR cheque is given
Instant debit card is given to the account holder when he opens the account.

Foreign Currency deposit
DBBL offers a foreign currency account from some special criteria people such as Bangladeshi nationals living abroad or foreign national living in Bangladesh. For this foreign institutions authorized abroad and operating in Bangladesh or oversees and foreign employees works in Bangladesh. The features and remuneration of foreign currency in DBBL is given below:
DBBL also pays a certain amount of interest to those accounts based on their current balance and yearly transactions.

Account holder can operate and use the account by himself or he/she can give the nominee to any person living in Bangladesh.

Deposit plus scheme account (DPS)
DBBL also offers a DPS system for those people who feel like to save a certain amount of money from their monthly income or salary every month. Each month the account holder will a certain amount of money which he had chosen while opening the DPS account and there will be a maturity line of this DPS, and after completing the timeline of the DPS bank will return the principal amount of money along with the interest which was earned to the account holder or the nominee. The benefits of DPS account of DBBL are:
One person can more than one maximum 5 DPS account.

The amount has to chose by account holder while open it and later
A customer can easily open up the account with the minimum amount of 500tk to maximum 50,000tk.

DBBL usually pays 11.50% interest rate on an average.

Normally no check book is given to the account holder.

FDR
DBBL provides another facility to their customer which is knows as Fixed Deposit Rate (FDR) and under this customer has to start up their account with a certain fixed amount of money for a fixed time period with a fixed interest rate. In this section money can be deposited for 1, 3, 6 and 1year or so on. But there is a fixed time of withdrawing the money and before that time if you withdraw the money you cannot avail the interest rate of your FDR. The benefits and features of FDR account of DBBL are:
A tremendous interest rate is provided to the FDR account holder like for one month the interest rate is 11% and form 3to12 months and more than this the interest rate will be 12.50%.

DBBL Children Education Savings Scheme (CHESS account)
DBBL offer CHESS account for the parents so that they can continue their children education cost easily.

The features and benefits of CHESS account of DBBL are:
The amount initially chosen by the account holder at the time of opening account cannot be changed afterwards.

Monthly deposit starts from taka 500 to taka 50,000.

A person cannot open more than two CHESS account.

Only the account holder’s children can be nominated.

Only individual customers having children can open this account.

Foreign currency deposit
DBBL offers foreign currency account to some specific categories of customers’ like- Bangladeshi nationals living abroad, foreign nationals living in Bangladesh, foreign firms registered abroad and operating in Bangladesh or abroad, and foreign missions and their expatriate employees in Bangladesh. The features and benefits of foreign currency account of DBBL are:
Account holder can operate the account by himself or nominate any persons in Bangladesh for this purpose.

DBBL pays interest on such accounts basis on the amount of money they maintain in the account.

2.8 Loans and Advances
Lease Financing
Dutch Bangla Bank Limited offers leasing facility for clients with easy installment facility. FINANCING AREA- Capital machinery, different equipment, gas, diesel generator and Power plant, medical equipment, lift or elevator, information technology equipment, construction equipment, consumer durables.Home Loan
DBBL offers home loan facility for purchasing flats or construction of house.

Any Bangladeshi citizen or NRB, who is capable of repayment, can apply for this loan
Competitive interest rate.

Financing amount extends up to 70% or Tk. 75,00,000 which is highest of total construction cost.

No application or processing fee
Grace period available up to 9 months in flat purchase or 12 months in construction
Life line
To sustain in the highly competitive world DBBL has launched life line products. It is a complete series of personal loan scheme which is essential for individual and family life. DBBL consider this product line in the following way.

DBBL has divided the life line products into two parts. They are clean credit lines and secured credit lines.

Clean credit lines:
General line: any other legitimate purposes which do not fall under the above specific lines.

Dreams comes true line: this credit line is provided to those people who want to purchase TV, Fridge, Furniture, Home Theatre, Motor Cycle, AC etc or to decorate own Home/Car.

Health line: health line loan is given for hospitalization and emergency medical needs or to buy body fitness equipment.

Professionals’ line: provide this loan to purchase professional equipment or office renovation.

Education line: this loan is given to students for higher education purpose like tuition fees, other educational purposes etc.

Marriage line: marriage line loan is provided to meet marriage expenses or to budget for marriage.

Festival line: festival line is designed for enjoying the festival period and holidays.

Travel line: travel line loan is given for family trip or honeymoon trip in abroad or in the country.

Consumer credit loan
Dutch Bangla Bank offers consumer credit facility for retail customers for electronics consumer products, computer or Computer accessories etc.

Easy monthly installment.

Fast processing
No application or processing fee.

Competitive interest rate
Small Medium Enterprise
DBBL offers financial support to small businessmen/enterprise with new products named “Festival Small Business Loan” and “DBBL Small Business Loan” has been introduced in the Bank.

Any genuine and small businessmen/ entrepreneurs/enterprise having honesty, sincerity, and integrity.

3 Months (Festival Scheme) and 5 years (including 1 month grace period (Small Business Scheme)).

Maximum Tk.3.00 lack (Festival Scheme) and Maximum Tk.5.00 lack (Small Business Scheme).

Collateral Free Advance.

Trade finance
DBBL provides comprehensive banking services to all types of commercial concerns such as in the industrial sector for export-import purpose as working capital, packing credit, trade finance, Issuance of Import L/C. s, Advising and confirming Bonds and Guarantees.

Minimum processing time
Low interest rate 13.00%-14.50%.

Low service charges.

Agricultural purpose loan.

Loan against Trust receipt.

Easy handover after leasing period.

Tax benefit.

Loan against FDR.

2.9 Foreign trade
Foreign remittance
Dutch Bangla Bank Limited provides excellent service for collection of remittance with the help of first class correspondents and trained personnel. By introducing on-line banking service and by becoming a SWIFT Alliance Access Member, DBBL has empowered its branches to send and receive payment directly that helps provide premium services.

Remittance services provided by DBBL are:
Outward Remittance: FDD, TT, TC, and Cash (FC)
Inward Remittance: Draft, TT
Import Finance
DBBL helps importer to import products in such way:
Payment against document
Provides short term and medium term loans for installation of imported machineries
Open import L/C for importers
Export finance
DBBL helps exporters to export their products in two ways:
1.Pre-shipment finance
Export cash credit
Opening back to back L/C
2.Post -shipment finance
Finance against cash incentives
Export credit guarantee
Foreign/documentary bills purchase
2.10 Corporate Banking
DBBL furnish assistance to deserving candidates in Export and Import businesses. For importers it ensures documentary credit to you through L/C. It may also arrange back to back L/C in appropriate case. DBBL can manage Deferred L/C for you. The bank issues Shipping Guarantee for import and even finances your import on demand.For export traders Dutch Bangla Bank Ltd. provide verities of services to enhance the business. These are Export L/C advising, L/C Safekeeping, L/C Confirmation, L/C Checking and Negotiation. Pre-shipment Export Finance program of DBBL provides direct finance to you.Dutch Bangla Bank Ltd. distributes term loan for industries. This loan is for Large, Medium and Cottage industries of the country. As special products Dutch Bangla Bank has provisions for Consumer Credit Scheme and House Building Loan for its customers. Thus it’s playing a vital role in industrialization of the countryMoreover DBBL has Commercial Lending and Working Capital lending programs to further help the new entrepreneurs of the country.

2.11 CSR activities
Dutch Bangla Bank Limited comprehends itself as an essential part of the communities in which it operates. The Bank realizes that the basis for any good business is trust and that society expects the highest standards of nation when it comes to ethics and corporate responsibility. DBBL dependably amplifies its assistance and stands by the destitute and defenseless individuals in times of normal catastrophes. In late year, they were helping the casualties of Rana Plaza at Savar. They gave every victim Tk. 100000/ – . Apart from that they have much contribution in the society such as
In the year of 2011 DBBL sponsored a Golf tournament named ‘1st DBBL-BAF Golf Tournament-2011’.

DBBL also contribute in developing communication and road safety sectors.

DBBL spend annually 102 crore taka for giving scholarship to those meritorious students who didn’t have the ability to continue their education because of poverty or suffer from any physical disability. The scholarships are available for the different level of education like: H.S.C, M.Phil, PhD, and post doctoral.

DBBL also spend a huge amount of money for cataract operation of underprivileged blind people
DBBL always stands beside those people who are affected by natural calamities like flood, tornado, river erosion, land slide by provides money, foods, clothes, medicine etc.

From 2003 to 2011 DBBL has spent 43.7 million taka for cleft-lip and cleft-palate operation under ‘smile brighter’ program
In the year of 2011 DBBL donated 1, 30,000 pieces blankets for helping the distressed cold hit people.

DBBL has donated Ganga-Jamuna Communication Limited 10, 50,000 taka which played an important role for constructive change of the people of our country.

DBBL also donates money in different non-profitable health organizations
One of the most valuable CSR activities of DBBL is they contribute for creating awareness on different social issues like:
Stop demand for dowry
Drug addiction
Importance of tree plantation
One good child is enough, son or daughter
Acid violence
Chapter 3:
Customer Satisfaction
3.1Literature review
So far research has been conducted on ways to measure and improve customer satisfaction, measuring ; ensuring customer satisfaction of Bank clients, tools of customer satisfaction. The reviewed researches to prepare this report are: “Customer Satisfaction across Organizational Units” by Edward C. Malthouse, James L. Oakley, Dawn Iacobucci and Bobby J. Calder; “How to Measure Customer Satisfaction” by Murali Chemuturi; “Customer Satisfaction Measurement in The Private Bank Sector- A study on Greece” by G. Mihelis, E. Grigoroudis, Y. Siskos, Y. Politis and Y. Malandrakis; “Measuring Customer Satisfaction in The Banking Industry” by Dr. Manoj Kumar Dash and D.M. Mahaptra. One thing to noticeable here is all of these researches has been conducted based on foreign organization or banks. Several books have been also published on the topic customer satisfaction like “Handbook of Customer Satisfaction Measurement” by Nigel Hill, “Ensuring customer satisfaction” by Tim Brooks etc. The only research conducted on Bangladesh about customer satisfaction is “Customer Satisfaction Measurement for The State-Owned Banks in the Developing Countries – The Case of Bangladesh” by Muhammad Saifuddin Khondaker and Monir Zaman Mir. So there is an opportunity to do a research on Customer satisfaction measurement for the private bank of Bangladesh and as I’ve done internship at DBBL, therefore I have selected “Customer satisfaction level- A study on DBBL, Uttara branch” as internship report topic. One thing I want to mention here, measurement of customer satisfaction level is done at DBBL periodically but that is strictly usable by DBBL’s management. This report is totally independent from DBBL’s internal research on customer satisfaction and loyalty. The mentioned researches and books have been used to develop clear thoughts about the topic Customer satisfaction and as a guideline to prepare & organize this report.

3.2 Customer satisfaction
Customer satisfaction is a business term which is the degree of satisfaction level provided by the goods and services of a company. It is a relative term which varies upon company’s internal and external factors. In brief, customer satisfaction isn’t only determined by company’s products and services but also by competitors’ products and services. For example: if a restaurant tries their level best to serve high quality foods for customers that isn’t enough; they have to serve better quality than competitors to earn highest customer satisfaction. When the organization is able to meet the expectations of customers then the numbers of repeated customers increase. But company’s job doesn’t end at the level of selling the products they also have to be conscious about after sale services if they want influence repurchase decision of customers. Now-a-days market is highly 24 competitive so if an organization wants to earn customers satisfaction then they have to be totally customer focused and take the strategic decisions on the best interest of customers.

3.3 Importance of customers’ satisfaction
You should never ignore the importance of customer satisfaction. There are dozens of factors contributing to the success (or failure) of a business, customer satisfaction is one of them. It’s important to track this factor and work on improving it in order to make your customers more loyal and eventually turn them into brand ambassadors. If you don’t care about customers’ satisfaction, don’t expect them to care about your services or products. Sad, but true.  The sooner you face it, the better you’ll perform.

High-standard customer service can win your clients’ hearts and make you recognizable within your target group. Nowadays when social media play such an important role in making decisions it’s crucial to keep an eye on a quality of customer service you provide.

1.A Loyal customer is a treasure you should keep and hide from the world:
Some research says that it is 6-7 times more expensive to acquire a new customer than it is to keep a current one. Banks or mobile providers know it best, so they don’t have any problem with going an extra mile for a customer who is not quite satisfied and often offer him something special. Not only it is more expensive but also much more difficult to keep existing and loyal clients (let alone keeping them fully satisfied and happy!) than to gain some new ones. Take this rule into account while organizing your customer service processes and do your best to look after them.

2. They can stop being your clients in a heartbeat
Is not rocket science, nowadays clients easily switch their love brands. It is often caused by terrible customer service. Clients waiting for ages to get feedback or comment from a brand? Unacceptable! But it still happens. And gaining clients’ trust takes up to 12 positive experiences to make up for one unresolved negative experience.”When customers share their story, they’re not just sharing pain points. They’re actually teaching you how to make your product, service, and business better. Your customer service organization should be designed to effectively communicate those issues.” – Kristin Smaby, “Being Human is Good Business”.You can’t gain customers’ satisfaction for ever, you need to look after them all the time. Try to talk with them, instead of to them. Ask questions, offer constant support, send personalized messages or offers, use targeted website surveys, email surveys or any other technique that will help you communicate with your customers. Take care of each and every of your clients’ need and you’ll be rewarded with their gratitude and loyalty. Sounds like a good deal, doesn’t it? Brands often take their audience for granted, and they’ve never been so wrong – one decision, or lack of it, can result in losing a lot of clients and their respect. That’s why measuring clients’ satisfaction is so important.

3. It’s (all) about the money, too
It shouldn’t be surprising, but the customer satisfaction is also reflected in your revenue. Customers’ opinion and feelings about the brand can affect, in both positive and negative way, the essential metrics – such as the number mentions and repeated transactions, and also customer lifetime value or customer churn. Happy customers won’t look at your competitors offers – they will happily interact with your brand again, make a purchase and recommend the product further. If you meet all of their requirements and answer their needs while delivering the best quality of your services, they will be fully satisfied. Not to mention your brand will increase sales revenue!
Measuring customer satisfaction should become your daily habit – not something you do from time to time and only if you’re about to face a crisis management. If you don’t know how to do it right, you can take a look at our guide to measuring customer satisfaction to make things easier.

4. Customer satisfaction is a factor that helps you stand out of the competition
Kate Zabriskie once said that “Although your customers won’t love you if you give bad service, your competitors will.” and we couldn’t agree more. Your competitive rivals are just waiting for you to make a wrong move. What is more, they can often play a role of an instigator. Being prepared for their provocations is not enough if you don’t know how to deal with the negative backlash. However, if you provide your customers with an amazing customer service, you will gain arguments to convince those uncertain of your services.

5. Great customer experience can take your brand places
The importance of customer satisfaction should never be neglected. You should consider it especially while planning your marketing and positioning campaigns. Satisfied customers are more likely to share your content across the social media. They will also more keenly interact with your posts, leaving some delightful and admirable comments. Later you can use it as the source for case studies and success stories. Being an example of a company that provides a ravishing customer satisfaction? Every brand should aim for it.

3.3 Parameters used to measure customers’ satisfaction level
Measuring customers’ satisfaction is a complex process. It varies depending on the nature and product of the organization. But there are few popular ways to measure it and accuracy of the result depends on the organization because it’s the organization who decides the population and sample size and how they will conduct the research. The following methods are widely used for measuring customer satisfaction:
Analysis from Customer loyalty & retention rate:
From the brand value, customer satisfaction level can be estimated. Customer brand loyalty is a significant indicator to their satisfaction level.

Trend analysis from company’s sales:
Customer satisfaction level can be determined from the increase or decrease trend of sales also. If the sales increase then organization can assume customers are satisfied with the facility and vice versa.

Questionnaire survey:
Questionnaires are usually paper-and-pencil instruments that the respondent completes which are provided by the interviewer.

Drop-Coin system:
A coin is given to customer at the point of service by the employee of the organization and customer is entitled to drop that coin into one of the following boxes:
Satisfied
Neutral
Unsatisfied
Face to face interview:
in this type of interview respondents are interviewed face to face in their home, office or any other places. The interviewer task is to ask the questions and record the responses of the interviewee.

Interview over telephone:
On telephone interview process interviewer call people randomly from the telephone book and ask them a series of questions. It is an easy way to gather information rapidly.

Online survey:
Questionnaires are given to the different familiar site and when people visit those sites they get the questionnaire form.

3.4 Tools to ensure customers’ satisfaction level
Excellent customer service is one of the keys to success in any businessbut is exceptionally important in the hospitality industry. The guests are hoping that the help from staff members will make their stay as peaceful and comfortable as possible.

Hoteliers must be constantly learning how to innovate and meet the high expectations of their guests. So, here are 5 pieces of advice on how you can improve your customer’s satisfaction:
1. Give more, get more
You only have one chance to make a positive impression, so get it right! If you make a terrific first impression, they will surely come back. Therefore, present more than what they are expecting, for instance, deliver extra toiletries, clean the rooms daily, give extra pillows and blankets and provide a good Wi-Fi service. Moreover, you need to make sure to have quality foods, such as good coffee and tea?—?they are a plus on your guest’s satisfaction! The main point is to anticipate their needs and wishes.Obviously, you cannot please everyone, so the priority should be knowing your ideal customers and aim to attract them.

2. Customer loyalty is priceless
As said by Jeffrey Gitomer, customer satisfaction is worthless, customer loyalty is priceless. Your main goal and focus should be on creating loyal customers who are not easily influenced by your competitors. Simple things can be done to build customer loyalty and consequently, increasing customer satisfaction. For instance, remembering special occasions such as birthdays or giving personalized promotions and discounts. Personalized treatment is the best way to build-up your customer’s loyalty.

3. Use negative reviews to your advantage
The hospitality industry can be a tough one regarding requests and complaints from guests because they come from the most various places: email, phone, in person. It is often difficult to manage all of them, let alone address them quickly. But, most times, providing a fast response makes the difference between gaining or losing a potential customer. Furthermore, rather than trying to find a way to delete your bad review, you should use it for your own benefit. Be sure to answer the negative feedback in a well-timed manner and try to offer a solution to fix the client’s problem. Also, guarantee you apologize to the guest and, whenever they are not happy with your response, suggest taking the conversation in a more private place.

4. Messaging apps are an excellent channel to provide a good customer support
The hotel industry can especially benefit from using messaging apps to improve their customer service and support. From booking reminders to promoting events to replying to guest queries, artificial intelligence is no longer a technology related to the future and the hospitality industry can and ought to take advantage of it.

With HiJiffy, the guest only needs to find the hotel’s Facebook Page, click the message button and start the conversation with the chatbot. With this solution, guests don’t need to install a new app and get to, instead use one they are already familiar with. The chatbot allows guests to have a 24/7 communication channel with the hotel.

5. Ask for and track guest’s feedback
Being proactive is a must! Most of the times, customer satisfaction is linked to the level of customer communication. Hoteliers, by creating a dialogue with guests, can see their weak and strong points regarding customer service. Feedback can be gathered in several ways and, when used correctly, these tools can be a huge advantage in gaining new costumers and keeping old ones. However, collecting surveys is not enough if you do not listen to your guests. You should read their opinions and measure whether they are actionable or not. The feedback can be applied to decision-making in all departments. Besides, you cannot forget to reply to your guest, it is fundamental to show that you listen to their thoughts and ideas. Always express appreciation for their review and apologize for any mistakes or misconduct made by your hotel.

3.5 Importance of measuring customers’ satisfaction level
The importance of customer satisfaction lies in its ability to indicate how loyal your customers are, and how likely they are to be brand advocates. CSat doesn’t measure them directly, but instead serves as a signal of how likely your customers are to prefer, and recommend, your brand.

The UK Customer Satisfaction Index  (UKCSI) of July 2017 found that 92% of customers who gave an organisation a CSat score of 90% or over said they were 90% likely to recommend a brand. But the kicker is how this compares to customers who had a satisfaction score of 80-89% – only 48% of these customers said they were likely to recommend the brand.

The same report also found that supermarkets that had the largest increase in customer satisfaction in the year to July 2017 also saw the largest increase in sales and market share. This, combined with the fact that it costs 5 times more to attract a new customer than it does to retain a current one, makes the benefit of a high CSat score to your bottom line clear.

Overall measuring customer satisfaction level helps an organization to improvise its business and the improvisation has direct impact on organization’s profitability
By measuring customer satisfaction level, organizations can understand customers’ preference and take actions.

It also gives idea about how to serve the vulnerable customers who are hard to reach.

When organization identifies the contributing factors of customer satisfaction then they can improvise the satisfaction level more.

Through qualitative research, organization can get brief idea about the perception of a customer about a particular product.

After analyzing the data, organization can understand which features should change and which features should add to attract the customers. So measuring customer satisfaction ensures customer friendly business strategy and product design
Tools used by DBBL to satisfy their customers
DBBL is a customer focused bank. The management of DBBL strives to give their customers comfortable banking experience by implementing unique and customer friendly policies.
Those are:
Availability:
DBBL has 111 branches, 1940 ATM booths and 153 first tracks throughout Bangladesh. DBBL has the highest number of ATM booths because they want to ensure the customers banking facility any time anywhere. Moreover, all the ATM booths and fast tracks are open 24 hours a day.

Promotional activities:
They use billboards, advertisements and brochures to aware people about their products and services. Moreover, DBBL spends a large portion of profit in CSR activities.

Timeliness:
DBBL tries to meet the customer needs within shortest possible time. When any customer come to a branch for any sought of problem like need urgent cheque book or new ATM card, then the customer care employee solve the problem on priority basis.

Special care:
Foreigners, Women, physically disabled and illiterate customers are treated with extra care.

Fair treatment:
It is mandatory that for all the employees of DBBL to treat any client in professional manner. Every branch also has a complain box where customers can write about their dissatisfaction about customer service. The complain box is checked weekly by the manager of the branch and proper actions are taken in regard of the complains.

Helpline:
DBBL also facilitates the customers with a dedicated hotline number to assist on any kind of banking related problems.

Evening banking facility:
Some of DBBL branches provide evening banking facility. But this kind of facility is only available to busy business areas where customers have transaction needs on evening hours also.

Special service:
It is the policy of DBBL that a client has to take or renew Cheque book ; ATM card from that branch in which he opened the account. But it is very often occurring that client migrates from one district to another within Bangladesh. DBBL provides special kind of service for this kind of migrants, under this special consideration; client can withdraw Cheque book or ATM card from the nearest branch he lives.

CHAPTER -4
FINDING AND ANALYSIS
4.1 Method to find out Customer Satisfaction Level
Making Questionnaire
Survey
Analysis of survey data
Finding from the analysis
Result
To find out the customer satisfaction level of Standard bank limited firstly I have made a questionnaire of 15 questions which will be rated by the existing customer of Sonargoan Janapath Branch of Standard Bank Limited by 1-5 which will represent poor to excellent. The survey will be conducted by response of 50 customers of this bank. The standards of the rating is given below-

1 poor
2 fair
3 good
4 Very good
5 excellent
After the survey I will analyze survey data and make a summary of the analyzed data which is finding from the analysis. Finally I will give the survey result based on the findings from analysis of survey data.

4.2 Questionnaire
Questionnaire is made based on some variables that have directly or indirectly influence on the customer satisfaction level. Here for this survey I have talked with 50 random walking people who are the customers of DBBL. Then I asked them how long they are being clients of DBBL and are they satisfied with their overall services. Some of them said they are fully satisfied with the services and some not seems so. Then I asked them to fill up these questions considering their so far experiences in DBBL and mark this from one to five. The questions are given below and then analysis will be followed on.

Questions Poor Fair Good Very good Excellent
Keeps promises 1 2 3 4 5
Well organized office environment 1 2 3 4 5
Ensure good online banking service 1 2 3 4 5
Waiting time to get service 1 2 3 4 5
Office Space 1 2 3 4 5
Customer feels safe by making transaction 1 2 3 4 5
ATM booths are available 1 2 3 4 5
After sales service 1 2 3 4 5
Using modern and updated technology 1 2 3 4 5
Find service on time 1 2 3 4 5
Branches are available 1 2 3 4 5
Employee behavior with the customer 1 2 3 4 5
Problem Solving Skills of the Employee 1 2 3 4 5
Reasonable Service Charge 1 2 3 4 5
Provide prompt and accurate service 1 2 3 4 5
Questionnaire is made based on some variables that have directly or indirectly influence on the customer satisfaction level. Here I am describing the questionnaires and the percentage of satisfaction level from my sample people.

Behavior with customer

Behavior of the employee working in the bank is one of the important factors for the customer to be satisfied. In my survey there was a questionnaire about the behavior of employee of the Dutch Bangla bank limited with the customer when providing banking service. From the survey, we can see that at most 20 customers which about 40% of the 50 customers said “Good”. It means that they are somewhat satisfied with the behavior of the employee of Dutch Banla bank limited.

Reasonable Service Charge

Service charge taken by the bank is always a considerable factor to the customer to be satisfied with. Customers were asked that Dutch Bangla Bank Charges reasonably for the service they are providing to the customer. Among 50 customers, 15 said “Very Good” and 15 said “Good” that means 15 customers which is 30% of the sample are satisfied with the service charge taken by the Dutch Bangla Bank. 15 customers which are 30% of the sample are somewhat satisfied with charge of service of the bank. This indicates that service charge taken by the Dutch Bangla Bank is quite reasonable than other banks operating in the country.

Provide prompt and accurate service

Getting Prompt and accurate service is one of the most important factors of customer satisfaction. If one bank fails to provide prompt and accurate service then it will obviously lose its valuable customer and effect of this can be devastating for the prospect of the bank and it will be criticized. So it is very much important for both the bank to consider as a first priority to provide. Survey shows that 8 customers of 50 which are 16 % said “Very Good” meaning that they are satisfied with prompt and accurate service provided by the Dutch Bangla bank Limited. Moreover, 22 of them are also said “Good” means 44% are satisfied with this. From this, we can say that Dutch Bangla bank provide prompt and accurate service to its customers.

Problem Solving Skills of the Employee

Problem solving skills of employee of the Dutch Bank is a significant matter to think when we are trying to justify performance of a bank which resulted in satisfaction or dissatisfaction of the customer of the bank. Customer often face different problem when making transaction, taking loan, depositing money and taking other service provided by the bank. It is important matter to think how much willingness or eagerness shown by employee and time taken to solve the problem. The biggest pillar of the chart shows that 18 customers which are 36% said ” Very Good” meaning that they are satisfied with problem solving skills of the employee.

Branches are available

Making banking service are irresistible branches has to be convenient to each people door steps. Among 50 customers I have asked these questions whether the branches available or not 18 people said “good” which are 36% of the sample. This stat tells that almost everyone believes that Dutch Bangla Bank Limited ensure the error free record every transaction occur in the bank.

Find service on time

Customer always chose those banking service from whom they find an easy and fast services.. If a bank make sure this are providing well then it will make customer happy. Here we can see that 9 people said their services are really poor as there are always many people in the branches and 8 people said its fair as they are in neutral position and 16 people said they are happy with it as they are finding quick enough services and 14 said very good and left 3 people said its excellent as they are overly satisfied with the given services.

Using modern and updated technology

Technology is very important in the present world in any business. In the banking industry it is obvious. To record transaction the software they use and devices they use are also considerable to find the customer satisfaction level. If the bank uses latest and reliable software and devices then it will have an affect also on customer satisfaction. It will make easy for the bank to do day today general banking activity and others activity and this will have an impact on the customer. Here we can see that 26 or 52% customers said “Good” which means that they are somewhat satisfied and 14 customers or 28% of customers said “very good” meaning that they satisfied about the using of modern and updated technology by Dutch Bangla Bank Limited.

ATM Booths are available

Network provided for ATM service by the bank is an element to justify a bank’s quality service. If the bank ensure quality network for ATM service then customer will be satisfied. If there is good network then there will be no problem to withdraw and deposit money from ATM machine. For Dutch Bangla Bank limited, survey data shows tremendous positive sign, 28 customers which are said “Excellent” and 12 people said it’s Very good as they find it in almost every road then 10 people said its Good none of them said its poor which shows their ATM services are more than satisfactory.

After Sales service

Different banks have different procedure or process to provide after sales services and as DBBL is one of the largest people bank in Bangladesh it has to maintain its reputation regarding after sales service as its increases customers loyalty. From my findings I have found that major portion of 50 people said they are happy with the after sales services and the number is 11 whom said it is Very good and 10 people said its Excellent while 19 people said it’sGood and 4 people said the services are poor as it requires much time to response.

Customer feels safe by making transaction

When the customer feels safe about their money transacted through the bank, we can say that customers are satisfied the service bank provided. It is important factor for customer satisfaction level of a company. The chart shows that 6 customers out of 50 give their opinion as “Excellent” which is 12% of the sample. 25 customers out of 50 give their opinion as “Excellent” which is 50% of the sample. So that we can say that they are fully satisfied and feel safe about their money deposited or transacted through the bank.

Ensure good online banking service

Online banking is a new dimension for the modern banking system. This is one of the Value added service provide by different banks save time and cost for customer. With help of internet connection customer will be able deposit money and make payment by sitting at home. Dutch Bangla Bank has offered online banking as well. Survey indicates that 20 which 40% said that Dutch Bangla bank provide good online banking service.

Well organized office environment

Office environment influences the customer as well as the employee working in the bank. If the office is well organized and decorated with quality furniture the employee will feel fresh to work here and will have impact on their performance. Moreover the customers also feel soothing and comfortable by being in bank office to get service from the bank. It is also an important element of customer satisfaction. According to the survey data we can see that 24 customer said “good” to well organized office environment which means that they are somewhat satisfied with office environment of the Dutch BanglaBanks Branches.

Keeps promises

Keeping promise is also very important for a bank. If any does not keep promise which it made the effect would be worse. The customer can leave the bank by being deprived by the bank. Here we can see that 25 customer which about 50% are satisfied with the keeping promise by the Dutch BanglaBank. It indicates that Dutch Banglabank keep promises what it made to its customer.

Waiting time to get service

Weighted average time of waiting to get a service from the bank is also important factor to be satisfied by the service from the bank. If the waiting time is longer, then customer will obviously dissatisfied by the performance of the employee of the bank. Here we can see that 26 customer out of 50 which is 52% saying that “Fair” indicate that waiting time to get a service is not that satisfactory. It also indicates that waiting tine is longer and performance of the employee is not that convincing.

Office Space

Office space is also important element of justifying of customer satisfaction. When the office is spacious the customer can stand comfortably on the queue for getting service from bank. When there is narrow space then customer feels irritating. Here we can see that, 17 out of 50 customers whish are 34% said “Good” means that they are somewhat satisfied with the Office space. It indicate that Dutch BanglaBank, Kawranbzar Branch has medium office space which is good
Ensuring error free record:

Ensuring error free record of every transaction made by the customers and bank is basic element and fundamental requirement for the bank. Among 50 customers, 25 people said “good” 15 of them which are 50% and 30%of the sample said “good and Very Good” and 3 of them said “Excellent”. This stat tells that almost everyone believes that Standard Bank Limited ensure the error free record every transaction occur in the bank.

Facility of utility bill Payment:

Utility bill payment on the bank is one of the criteria where customers are interested in. they want to pay bill to the nearest place of their home. If a bank provides this opportunity then it will make customer happy. Here we can see that 20 persons among 50 which 40% are not satisfied with this service provided by the bank.
Provide quality network for ATM service:

Network provided for ATM service by the bank is an element to justify a bank’s quality service. If the bank ensure quality network for ATM service then customer will be satisfied. If there is good network then there will be no problem to withdraw and deposit money from ATM machine. For DBBL, survey data shows no positive sign, 28 customers which are said “Fair” which means that network is not that satisfactory. However 10 customers said it is somewhat satisfactory.

Easy procedure of getting Loan:

Different banks have different procedure or process to provide loan to their customer. Complexity or easiness of the process is also a considerable element which has impact on customer satisfaction. If the process of getting loan is easy, precise and applicable then customers will be happy and delighted by getting loan on easy condition. From the survey, we can see that 20 customers which are 40% of the sample said “Very Good” which mean that they are satisfied about the process, term and condition of getting loan from Standard bank Limited. It is also indicate the process of providing loan to the customer of DBBL is easy and implementable.

4.3 Findings
Here I shall divide the findings from analyzed data into two sections. This are-
Positive findings
Negative findings
By comparing these two sections I can decide the level of satisfaction of the customer in Dutch BanglaBank Limited.

Positive findings:
40% of the customers are somewhat satisfied with the employee behavior.
44% customers are satisfied and 34% are somewhat satisfied with the service charge of Dutch BanglaBank.
30% of the customers are satisfied and 18% are somewhat satisfied with the Prompt and accurate service by Dutch BanglaBank.
30% of the customers are satisfied with the problem solving skills of the employee.
36% of the customers are satisfied with the, 22% fully satisfied and 36% are somewhat satisfied with the ensuring error free record done by the Bank.
52% of the customers are somewhat satisfied and 28% are fully satisfied about the modern and updated technology used by Dutch BanglaBank.
62% of the customers are satisfied with the Loan procedure of the Dutch BanglaBank.
39% of the customers are fully satisfied and 32% are satisfied with the safety of banking transaction through Dutch BanglaBank.
40% of the customers are satisfied with the online banking service by Dutch Banglabank.
52% of the customers are somewhat satisfied with office environment of the bank
50% of the customers are satisfied about the keeping promise made by Dutch Banglabank
A large portion of the customers are somewhat satisfied with the office space of this branch.

Negative findings:
Most of the customers are not satisfied with facility of utility bill payment offered by Dutch Banglabank limited.

30% of the customers are not satisfied and 52% of the customers are not that satisfied with waiting time to get service from the Dutch BanglaBank Limited.

the quality of the network provided to ATM service is not so good.

4.4 Result of the Survey
Comparison between positive findings and negative findings from the survey clearly suggest that positive findings are far more than the negative findings. So we can say that most of the customers are satisfied but not fully satisfied about the service and facility provided by the Dutch BanglaBank Limited, Kawranbazar Branch. However Dutch BanglaBank limited has many areas where they can improve the quality of the service and atmosphere. Moreover, they need to think about the customer requirement, desire and expectation and should work according to this. They should build a strong relationship with the customer by offering best service they can. They need to set goal to make the customer fully satisfied by improving all the lacking they have. All the variables discussed before like employee behavior, service charge, network, utility service, accurate service, error free record, problem solving skills, and office atmosphere are very important elements for the bank, have direct or indirect impact on the customer satisfaction.

CHAPTER-5
RECOMMENDATIONS AND CONCLUSION
5.1 Recommendations
Dutch Bangla Bank Limited should upgrade the machines on ATM booths. Most of the customers come to complain about ATM booth problems. So they should give more concern on ATM booths problems like fund unavailability, network problem, power failure and solve these sought of problems as soon as possible.

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.

Dutch BanglaBank Ltd. should emphasis more on empathy to customers which means that DBBL should take more attention to individual care of customers and solves their specific needs.

As the contenders offering a higher financing cost on deposits and lower charges in advances, Dutch Bangla Bank Ltd. ought to consider it and if conceivable then keep up the loan fee and bank charges as comparative as to its rivals.

They ought to likewise concentrate on the marketing aspects to tell clients about their items and offerings and more advancement ought to be given to pull in new client. With the goal that client will know the advantage of getting to be client in Dutch Bangla Bank Limited through various notice and marketing program. For that they can use print media, electronic media or they can distribute leaflets to customers, also they can set up stall in different trade fair.

Difficulties in account opening procedure should be reduced. If they cancel the introducer system they can collect more deposit through opening of new accounts and, hence, it will also satisfy the customers.

DBBL should follow a stable interest rate. Clients are embarrassed about the fluctuation of interest rate.

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

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

5.2 Conclusion
Dutch BanglaBank Limited is one of the top level banks in Bangladesh. It has earned a good reputation around Bangladesh. Despite competition among banks operation in Bangladesh both local and international, DBBL has made remarkable progress, practically in every sphere of its activities. But they have their competitors who actively striving to take the advantages in every side. They should aware about this. They have reputation about online banking transaction. Customers are quite satisfied about the online banking. But the users of online banking are limited in regard to their total customers. It must be a concerning fact. They try to satisfy their customer through providing different service. So, they should improve their service quality to attract more customers. None the less, they have launched new technology to give fastest service to their customers. For sustainable growth, by implementing new technology and innovation they have to walk with the time. And to keep pace in this competition, Dutch BanglaBank Limited must work on its distinctive strength and focus on its weaknesses to recover. In this competition based world to be a successful and profitable every organization should try their level best to satisfy their customers. If and only if customers are satisfied with the products and services of any company then they can survive in this competitive world of business. Though Dutch Bangla Bank Limited is one of the potential banks in the banking sector and they are doing quite good but if they want to maintain a strong position among all the commercial banks running in Bangladesh then they must emphasize more on continuous improvement of the service to satisfy their valuable customers.

Reference
Annual Report of Dutch BanglaBank Limited (DBBL) Year- 2014;2015
http://dspace.bracu.ac.bd/xmlui/bitstream/handle/10361/2462/08104055.pdf?sequence=1;isAllowed=yhttp://www.assignmentpoint.com/business/banking/customer-satisfaction-of-dbbl-dutch-bangla-bank-ltd.htmlhttp://dspace.bracu.ac.bd/xmlui/bitstream/handle/10361/8156/11104043_BBA.pdf?sequence=1;isAllowed=yhttps://www.dutchbanglabank.com/