...INTERNSHIP REPORT ON Measuring customer satisfaction by using SERVQUAL Dimensions in Dutch-Bangla Bank Limited INTERNSHIP REPORT ON Measuring customer satisfaction by using SERVQUAL Dimensions in Dutch-Bangla Bank Limited Submitted To: Madam Usmita Afrose Associate Professor Department of Marketing University Of Dhaka Submitted By: Kaniz Fatema Roll: 82 Batch: 15th Department of Marketing University of Dhaka Date of Submission: 03 April, 2013 Letter of Transmittal April 03, 2013 Usmita Afrose Associate Professor Department of Marketing University of Dhaka Subject: Submission of Internship Report. Dear Madam, It is a great pleasure and privilege to present the internship report titled “Measuring Customer Satisfaction by using SERVQUAL Dimensions in Dutch Bangla Bank Ltd” which was assigned to me as a partial requirement for the competition of BBA Program. Throughout the study I have tried with the best of my capacity to accommodate as much information and relevant issues as possible and tried to follow the instructions as you have suggested. I tried my best to make this report as much informative as possible. I sincerely believe that it will satisfy your requirements. I however sincerely believe that this report will serve the purpose of my internship program. I am grateful to you for your guidance and kind...
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...different company, bank, and financial institution. In this regard as a renowned and large private online bank of Bangladesh the study of Corporate Social Responsibility (CSR) of DBBL is very important. The rationale behind this study is to gain knowledge about Corporate Social Responsibilities of DBBL. 1.2 Background of the Company 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 Responsibility (CSR). Even though CSR is now a cliché, DBBL is the pioneer in this sector and termed the contribution simply as 'social responsibility'. 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...
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...(AIUB) Banani, Dhaka, Bangladesh 13th December, 2013 Dr. Nisar Ahmed Course Instructor Department of Research & Methodology, American International University-Bangladesh (AIUB) Banani, Dhaka, Bangladesh Subject: Submission of report Dear Sir, We have much pleasure to submit this report entitled “Dutch Bangla Bank ATM Service Quality Research” a survey among Dhaka city which has been prepared in requirements of the Final Examination in Research & Methodology. Dutch Bangla Bank ATM Service is one of the top ATM Service in Bangladesh .This report studies customer satisfaction level of Dutch Bangla Bank ATM Service and their service quality, problem and customer demand of their product. Finally, we are truly grateful to you for giving us this pleasant opportunity to work on this report. Despite our all possible attempts, certain deficiencies may reside and we are sincerely regretting this. Sincerely yours, Md. Asif, Sultanul Arefeen Id-11-18454-1 Hossain Md. Sharif Id-11-18151-1 Khan, Imtiaj Yafi Id-10-16166-1 Islam, Md. Tanvir Id-10-16898-2 Babu, Md. Ahsan Habib Id-11-19211-2 Acknowledgment Several people played an important...
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...Term paper on Submitted to: Salma Akter Senior Lecturer, Dept.of Business administration. EWU. Submitted by: ------------------------------------------------- Md.Aminur-Rahman ID: 2009-3-10-039 ------------------------------------------------- Shamim Ahmad ID: 2008-2-14-050 ------------------------------------------------- Md.Rakibul- Islam ID: 2009-3-10-041 ------------------------------------------------- Md.Mojammel Haque ID: 2009-2-10-134 ------------------------------------------------- Sumit Raihan ID: 2009-1-13-003 ------------------------------------------------- Bayazid Alam Siddiqui ID: 2009-2-10-288 ------------------------------------------------- July 12,2012 Salma Akter Senior lecturer Department of Business Administration, East West University Subject: Industry analysis of Dutch-Bangla Bank Ltd.” Dear Madam, We are writing this letter to inform you that we have prepared our term paper on Industry Analysis Of Dutch Bangla Bank. We tried to gather information to make our research paper specific and coherent. Through the procedure of preparing the research paper, we have collected and used necessary data from relevant sources. We tried our level best to make applicable and feasible research so that it will...
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...Term Paper "Understanding Factors Affecting Trust in and Satisfaction with Mobile Banking in Korea and its Implementation in Bangladesh" [pic] LETTER OF TRANSMITTAL June 17, 2012 Syeda Mahrufa Bashar Lecturer Institute of Business of Administration University of Dhaka Subject: Writing report on “Understanding Factors Affecting Trust in and Satisfaction with Mobile Banking in Korea and its Implementation in Bangladesh” Dear Madam We are submitting our term paper on “Understanding Factors Affecting Trust in and Satisfaction with Mobile Banking in Korea and its Implementation in Bangladesh”, as a part of fulfilling your instruction for acquiring the learning objectives of ‘Financial Markets and Institutions’ course. We thank you for assigning us this exercise as it has provided us with an eye opening valuable opportunity of improving our knowledge on this new technology as well as our research skills. We sincerely hope that the analysis work will meet the level of your expectation. Sincerely Yours Md. Farhan Imtiaz Md. Momenur Rahaman Md. Sohel Sagar Mohammed Zuber Alam Tanveer Mahmood Miah Sharif Taufique Atique ACKNOWLEDGEMENT It would not have been possible to complete this report and submit this report without the extensive support of some special people and it is high time to show our gratitude towards them. At first we would like to thank our honorable...
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...An Internship Report On Mobile Banking (Banking In Your Hand)-A Study On Dutch-Bangla Bank Limited, Satmosjid Road Branch Date of Submission: 10th September 2011 An Internship Report On Mobile Banking (Banking In Your Hand)-A Study On Dutch-Bangla Bank Limited, Satmosjid Road Branch Date Of Submission: 10th September 2011 Declaration I do hereby declare that this Internship report entitled “Mobile Banking (Banking in your Hand)” is submitted by me to Northern University Bangladesh for the degree of Bachelor of Business Administration is an original work. It has not been submitted earlier, either partly or wholly, to any other University or Institution for any Degree, Diploma, Studentship, Fellowship or Prize. ………………… Dipock Mondal BBA 070360590 Major: Finance Minor: Management Information System (MIS) Faculty of Business Administration Northern University Certificate of Acceptance This is to certify that Dipock Mondal, bearing ID No BBA 070360590, student of Department of Business Administrative, Northern University Bangladesh has done the internship report title “Mobile Banking (Banking in your Hand)” of Dutch-Bangla Bank Ltd -At Satmosjid Road Branch, under my supervision and guidance. I am approving his internship report and accepting it in quality form. Mr. Dipock Mondal is intelligent, sincere and hardworking. He has put in lot of work and has also brought forth his views and ideas which...
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...Mr. Mohammed Abu Rayhan for assigning me the topic and for his cooperation and guidance to conduct this case study. Special recognition goes to “ASA University Bangladesh” for allowing me to conduct this study and accomplish this assignment. Finally, I would like to give thanks to the Almighty Allah. Table of Contents An Introduction to Bank Dutch-Bangla Bank Limited (DBBL) started their journey by M Sahabuddin Ahmed (Founder & chairman) and the Dutch company FMO in 1995. It is the largest bank in Bangladesh by 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. Dutch Bangla Bank is noted to be the first and only local bank in Bangladesh to have an automated banking system. The bank has spent over Tk. 1 Billion in automation upgrades (first bank in Bangladesh to do so). This automation took place in 2003 whereby services of the bank were available uniformly though any branch, ATM and internet. Banking was a paper based until DBBL, with its wide local network, delivered banking automation and modern banking services to the masses. This effectively introduced the 'plastic money' concept into the Bangladeshi society. The entire automation system was imported and is the most expensive banking related IT project in Bangladesh. Background Dutch-Bangla Bank...
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...[pic] What is management? Organization and coordination of the activities of an enterprise in accordance with certain policies and in achievement of clearly defined objectives. Management is often included as a factor of production along with machines, materials, and money. According to the management guru Peter Drucker (1909-2005), the basic task of a management is twofold: marketing and innovation. Practice of modern management owes its origin to the 16th century enquiry into low-efficiency and failures of certain enterprises, conducted by the English statesman Sir Thomas More (1478-1535). Directors and managers who have the power and responsibility to make decisions to manage an enterprise. As a discipline, management comprises of the interlocking functions of formulating corporate-policy and organizing, planning, controlling, and directing the firm's resources to achieve the policy's objectives. The size of management can range from one person in a small firm to hundreds or thousands of managers in multinational companies. In large firms the board of directors formulates the policy which is implemented by the chief executive officer. Some business analysts and financiers accord the highest importance to the quality and experience of the managers in evaluating an organizations current and future worth. The field of management deals with organizations. Our society could not exist or improve its present status without managers to guide it organizations. Thirty years ago...
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...1.1 Introduction: Bank is the important financial institution in the economy. The economic development of a country depends on the development of banking sector. Today’s modern banks are not only providing traditional banking services but also expanding many financial services. Foreign Exchange Division occupies an important place in a nation’s economy because of its intermediary role; it ensures allocation of resources and keeps up the momentum of economic activities. A banking institution is indispensable in a modern society. It plays a pivotal role in the economic development of a country and forms the core at the money market in any country. In a developing country like Bangladesh the banking system as a whole has a vital role to play in the progress of economic development. The internship Program exercises a significant importance as it enables a student to be accustomed with the business activities practically. The student gets the chance to work closely with the people of an organization and learn about the functions, responsibility and corporate culture of that organization. This program enables a student to develop their analytical skills and scholastic aptitudes and to have a real- life orientation of the academic knowledge. As a student of Department of Business Administration, Dhaka City College, I have conducted my Internship Program in Dutch-Bangla Bank Ltd. Mirpur Circle 10 Branch, one of the reported second generation bank in the growing banking sector in Bangladesh...
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...[pic] Term Paper: On Cash Flow Statement of DBBL Date of Submission: Term paper on Of Dutch Bangla Bank Limited [pic] Supervised By- Tahamina Hossain Lecturer Dept. of Accounting Mohammadpur kendriya college, Dhaka. Prepared by- Md. Alamin Khan Exam. Roll. 9596583 Exam. Reg. 1649101 Session: 2009-2010 Dept. of Accounting Mohammadpur Kendriya college, Dhaka Date of Submission: Letter of Transmittal 18 April, 2013 Tahamina Hossain Lecturer Dept. of Accounting Mohammadpur kendriya college, Dhaka. Subject: Submission of the Term paper. Dear Sir, It is my great pleasure to submit the internship term paper titled Financial statementas per requirement of BBA program. I have completed in term paper on Dutch Bangla Bank. The term paper has given me the opportunity to learn about different aspect of a reputed organization. Before facing the real economic world, I have gathered pre idea about the organization culture. Both the primary and secondary data have been used to prepare this term paper. A customer survey was conducted for getting real information from the customers who have already taken various services from the bank. I have acquired the valuable experiences through this term paper under supervision of you. I would like thank you and the University for giving me the opportunity to do term paper and for helping me to prepare the term paper. Sincerely yours, Md. Alamin Khan Exam. Roll. 9596583 Exam. Reg. 1649101 Session:...
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...market & promotes formation of capital. Bank is a powerful medium to bring socio-economic changes in a developing country like Bangladesh. The three important sectors in Bangladesh like Agriculture, Commerce & Industry provide the bulk of the country’s wealth. So the nourishment of these sectors is only possible through satisfactory banking facility. Development of banking system can provide the necessary boost for the rapid economy growth of a country. Basically, Bank collects deposit from the customers at a lower rate of interest & lends it to the borrowers at a higher rate of interest considering the cost of fund. The difference amount indicates the operating profit for a bank. Banks provide different services, credits to the customers. The customer comes from all walks of life, from a small business to a multi-national corporation having its business activities all around the worlds. The bank has to satisfy the requirements of different customers belonging to various social groups. The banking business has therefore become complex & requires specialized skills. It functions as an agent for bringing about economic, industrial growth, & prosperity of the country. As a result different types of bank with various services have come in to existence to suit specific requirements. Primary objective of the report: To know overall about the company of Dutch--Bangla Bank...
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...Introduction The main feature of bank is to conduct banking business with deposits and loan. The systems, vision and strategies differ in various types of banks. On the basis of these measures the overall banking system is classified in different sectors throughout the world. In our country, there are basically two types of banking system-commercial banking system and specialized banking system. Commercial sectors can be classified under four categorized -Nationalized Commercial Banks, Local Commercial Banks, and Foreign commercial and Islamic Banks. Though all these types banking system are same in mission of profit making but they differ in their applying strategies, purposes and visions. Here we studied on five banks selected from five types of banking system. We focused on the different types of loan they provide and deposits they receive, analyzed their performance on the basis of different ratios and statistical trends to make comparison among them. Objectives of the report Report writing based on information analysis is as a part of our B.B.A. program. Through report writing we are able to know the present situation of studied topic. The main objective of this study is to make comparisons among five types of banking system existing in our country. Other objectives may be identified as following: * To keep ourselves abreast of with current situations of the different banking systems. * To strengthen relation with banking environment. * To increase overall...
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...risk management In this section a summarized position of various risks facing DBBL while conducting its business and operations and steps taken by the Bank to effectively manage and mitigate such risks are discussed. RISK MANAGEMENT FRAMEWORK Risk is defined by DBBL as risk of potential losses or foregone profits that can be triggered by internal and external factors. Therefore, the objectives of risk management are identification of potential risks in our operations and transactions, in our assets, liabilities, income, cost and off-balance sheet exposures and independent measurement and assessment of such risks and taking timely and adequate measures to manage and mitigate such risks within a risk-return framework. In DBBL, only calculated risks are taken while conducting banking business to strike a balance between risk and return. Risk is clearly identified, mitigated or minimized and if possible eliminated to protect capital and to maximize value for shareholders. It is also ensured that on-balance sheet and off-balance sheet risks taken by the Bank are consistent with risk appetite and short term as well as long term strategic objectives of the Bank. A wide range of tools and techniques are used to address & mitigate all kinds of inherent and potential risks in banking operations. The Bank attaches highest priority to establish, maintain and upgrade risk management infrastructure, systems and procedures. In this regard, sufficient...
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...1.1 Introduction: Bank is the important financial institution in the economy. The economic development of a country depends on the development of banking sector. Today’s modern banks are not only providing traditional banking services but also expanding many financial services. Foreign Exchange Division occupies an important place in a nation’s economy because of its intermediary role; it ensures allocation of resources and keeps up the momentum of economic activities. A banking institution is indispensable in a modern society. It plays a pivotal role in the economic development of a country and forms the core at the money market in any country. In a developing country like Bangladesh the banking system as a whole has a vital role to play in the progress of economic development. The internship Program exercises a significant importance as it enables a student to be accustomed with the business activities practically. The student gets the chance to work closely with the people of an organization and learn about the functions, responsibility and corporate culture of that organization. This program enables a student to develop their analytical skills and scholastic aptitudes and to have a real- life orientation of the academic knowledge. As a student of Department of Business Administration, Dhaka City College, I have conducted my Internship Program in Dutch-Bangla Bank Ltd. Mirpur Circle 10 Branch, one of the reported second generation bank in the growing banking sector in Bangladesh...
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...IBPS clerk interview best successful tips: all questions answered. Tweet Submitted by BeingHuman March 13, 2012 - 40 weeks 8 hours ago IBPS has been one of the most successful organizations in the recent months in giving the Indian job seekers a ray of hope to enter the banks. The public sector banks will be calling up nearly 1 lakh candidates for interview from the list of IBPS clerk passed candidates. The query for IBPS clerk interview pattern and techniques to crack them has been the major concern among the candidates in the recent reports. So, the most effective and best IBPS clerk interview success tips have been bunched up together in this article and presented before the candidates to get most out of the public sector and private sector bank clerical interviews in the coming months. This report has been made up by some of the successful candidates in PO and clerical interviews from the major banks. Lets get into the questions and their definite answers. Query on how should I present myself in front of the judging panel? Ans: You should be correct on time and keep an eye on your documents that they are properly stacked according to preference or not. It shows a disciplined character of the candidate towards the panel. Dress up in formals and keep hairs and nails neat and clean. When you are to enter the room, ask for permission in a calm yet confident tone. And ask if you can seat when you go in front of them, sit when they ask you to sit. Calmly be firm and straight...
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