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CHAPTER-01 “INTRODUCTION AND OBJECTIVE OF THE REPORT”
Introduction of the Report 1.1) Origin of the report: BBA internship program is a four-credit compulsory course for the business students graduating from Stamford University Bangladesh. The internship program of Stamford University Bangladesh is the reflection of all the theoretical knowledge a student gained during last four years. Being a student of BBA (major in ing), I had the opportunity to work in Dutch-Bangla Bank Limited, Dhanmondi Branch. The work on this report was carried out as an Internship program at Dutch-Bangla Bank Limited, Dhanmondi Branch from February 01,2009 to April 30,20009.
1.2) Background of the study: The report is submitted to Ms Farjana Afrin , Asst. Professor, Department of Business istration, Stamford University Bangladesh as a part of internship program. The report is based on the information, which has been gathered during the internship period. The report titled “Internet Banking of Dutch-Bangla Bank Limited”.
1.3) Objective of the study: 1.3.1) General objective of the report: The objective of the report is to familiarize with Dutch-Bangla Bank Limited, its operation and activities, the organizational structure, management style. The report also aims at acquiring first hand knowledge about “Internet Banking of Dutch-Bangla Bank Limited ” as well to suggest ways and means to improve the current practice.
1.3.2) Specific objective of the study:
To know the overall functions of DBBL.
To have an understanding on the online processing system associated matters.
To Know the Online banking Facilities offered by DBBL.
To identify the issues those influence corporate clients in selecting a bank for their businesses.
To identify corporate clients’ perception of Internet based banking facility.
To identify the vital commodities those are usually traded.
To identify the banks from where trade services are availed.
To identify the types of services that the exporters and importers avail from their banks.
To identify satisfaction level of corporate clients towards the services they get from their banks.
1.4) Scope of the study: The scope of the report is to make a critical study regarding the internet banking service in Bangladesh. I had to make heavy preoccupation in my own department. The results of this survey are presented in this report.
1.5) Methodology: 1.5.1: Variables covered: Whenever possible primary data has been used. Data were also collected by interviewing the responsible officers and from some documents and annual reports of DBBL.
1.5.2: Research design: Research design is a master plan specifying the methods and procedures for collecting and analyzing the needed information. Due to the research inexperience and lack of knowledge about the research
issue exploratory research has been conducted to define the nature of the problem more specifically.
1.5.3: Research method: Survey is a research technique in which information is gathered from a sample of people. Survey research method has been used for collecting primary data.
1.5.4: collection:
Sources
and
methods
of
data
The research methods that will be followed in the report are stated
below:
Sources of data: Data has been collected from both primary and secondary sources. The primary data will be gathered through surveying the corporate clients of DBBL, discussing informally with bank personnel and making observations during the period of internship etc. Some secondary data also have been used to make the report more concrete. These data are collected from different brochures of the bank, newspapers, web site, internship reports used by previous interns of the bank etc.
1.6) Limitations: A wholehearted effort was applied to conduct the study work and to bring a reliable and fruitful result from which proper strategy can be adopted to strengthen the market condition of DBBL. In spite of best efforts there were limitations that acted as barriers to conduct the study.
Large-scale research was not possible due to constraints and restriction posed by the organization.
The research only covers the corporate clients of Dhaka City.
To protect the organizational confidentiality some parts of the report are not in depth.
It was very difficult to give enough time to concentrate on the report, as the bank authority doesn’t allow leaving the office before 5:30pm.
CHAPTER-02 “ORGANIZATION ”
2.1: Introduction: A bank is one, who in the ordinary course of his business receives money which he repays by honoring cheques of persons from whom or on whose he receives it. Banks deal mainly with money and credit. They purchase and sell money and credit. Bank is an establishment which makes such advances of money to individual, as may be required with which individuals entrust money when not required by them for use.
2.2: Evaluation of the word “Bank”: According to the some writers the word “Bank” has been derived from the German word “BANKE” which means a t stock fund. The 1st version is widely accepted because at one time the banking history, money changing was looked upon as the most widely accepted function of a banker. Banking in the ancient times was largely confined to money changing and money lending.
2.3: Development of Banking Sector in Bangladesh: In 1971 Bangladesh became independent. After liberation “Bangladesh bank was automated with the asset and liabilities of former “State bank of Pakistan”. There were several banks before independence of Bangladesh which was converted as follows:
Present Name of the Bank
Sonali Bank Agrani Bank Janata Bank Rupali Bank Pubali Bank
Origin Name The National bank of Pakistan The Premier bank Ltd. The Commerce bank Ltd. The union bank ltd. The standard bank ltd. The eastern mercantile bank ltd. The bank of Vowalpur ltd. The habib bank ltd. The united bank ltd. The Muslim commercial bank. The Australasia bank ltd.
The eastern banking corporation.
Uttara Bank
Organizational Profile 2.4: Background of DBBL: Dutch-Bangla Bank Limited (the Bank) is a scheduled commercial bank. The Bank was established under the Bank Companies Act 1991 and incorporated as a public limited company under the Companies Act 1994 in Bangladesh with the primary objective to carry on all kinds of banking business in Bangladesh. The Bank is listed with Dhaka Stock Exchange Limited and Chittagong Stock Exchange Limited. DBBL- a Bangladesh European private t venture scheduled commercial bank commenced formal operation from June 3, 1996. The head office of the Bank is located at Senakalyan Bhaban (4th floor),195, Motijheel C/A, Dhaka, Bangladesh. The Bank commenced its banking business with one branch on 4 July 1996.
2.5: History of DBBL: Dutch-Bangla Bank engineers enterprise and creativity in business and industry with a commitment to social responsibility. "Profits alone" do not hold a central focus in the Bank's operation; because "man does not live by bread and butter alone". Dutch-Bangla Bank dreams of better Bangladesh, where arts and letters, sports and athletics, music and entertainment, science and education, health and hygiene, clean and pollution free environment and above all a society based on morality and ethics make all our lives worth living. DBBL's essence and ethos rest on a cosmos of creativity and the marvel-magic of a charmed life that abounds with spirit of life and adventures that contributes towards human development. Dutch-Bangla Bank believes in its uncompromising commitment to fulfill its customer needs and satisfaction and to become their first choice in banking. Taking cue from its pool esteemed clientele, Dutch-Bangla Bank intends to pave the way for a new era in banking that upholds and epitomizes its vaunted marques "Your Trusted Partner”.
2.6: Mission, Vision and Core Objectives of DBBL:
2.7: Management Setup: Name Mr. Md. Yeasin Ali Mr. A. H. M. Nazmul Quadir Mr.K. Shamsi Tabrez Mr. Abul Kashem Md. Shirin
Designation Division Managing Director Additional Managing Director Deputy Managing Director (Operation) Deputy Managing Director (istration)
Mr. Muhammad Shahidul Senior Executive Vice President Islam Mr. Khan Tariqul Islam Senior Executive Vice President Mr. Khan Tariqul Islam
Senior Executive Vice President
Mr. Md. Monirul Alam Mr. Moyen Uddin Ahmed
Company Secretary Executive Vice President
Mr. A. K. M. Shah Alam
Executive Vice President
Mr. A. K. M. Shah Alam
Executive Vice President
Mr. Mahbub Jan Chowdhury
Senior Asst. Vice President
Mr. Iqbal Amin
Senior Vice President
Mr. Iqbal Amin
Senior Vice President
Mr. Mohammad Abdul Mutalib Senior Vice President Mr. Md. Harun Azad
Senior Vice President
Mr. S.M. Jahangir Akhter
Vice President
Credit Division s Division Human Resource Division Board Secretariat Card Division Marketing & Development Division Treasury Division (Front Office) Corporate Banking Division Credit Monitoring & Recovery Division Credit istration Division General Service Division Internal Control & Compliance Division
Mr. Mir Mominul Huq Mr. Hossain Chowdhury
Senior Asst. Vice President Akhtar
Vice President
Retail and Division
SME
International Division .
Other Department/Section/Wing: Name
Designation Dept./Section/Wing Senior Executive Vice Chief Anti Money Laundering Mr. Khan Tariqul Islam President Compliance Unit Mr. A.H.M. Zahurul Islam Executive Vice President Training Wing Mr. Md. Shahazada Basunia First Asst. Vice President Public Relations Mr. Hossain Akhtar Vice President MIS Wing Chowdhury
2.8: Service & Products: Card Products IT Products Retail Banking Products DBBL Life Line DBBL Future Line Other Banking Products
2.8.1: Card Products:
DBBL-NEXUS Classic Card (debit) DBBL-NEXUS Maestro card (debit) DBBL-NEXUS VISA Electron card (debit) DBBL-NEXUS Silver OD card (credit) DBBL-NEXUS Gold OD card (credit)
Charges & Fees for Debit Card: Type of services Classic Silver Gold st Issuance fee(1 Free 1000 1500 year only) Annual Fee(2nd 200 1000 2000 year onward) 500 700 Replacement Fee 200 PIN Change Fee
200
200
200
Maestro
Visa Electron
500
500
500
500
500
500
200
200
2.8.2: IT Products: Truly Online Banking Wide range of ATM & POS Internet Banking SMS & Alert Banking
2.8.3 Banking Products: Deposit Term Deposit: • • • • • • • • • •
Savings Deposit Current Deposit Short Term Deposit Resident Foreign Currency Deposit Foreign Currency Deposit Convertible Taka Non-Convertible Taka Exporter's FC Deposit(FBPAR) Current Deposit -Bank Short Term Deposit -Bank
Loan & Advances: • • • • • • • • •
Life Line (a complete series of personnel credit facility) details Loan agst. Trust Receipt Transport Loan Real Estate Loan (Res. & Comm.) Loan Agst. Accepted Bill Industrial Term Loan Agricultural Term Loan Lease Finance Other Term Loan
2.9: Corporate (CSR):
Social
Responsibility
Activities of Dutch-Bangla Bank Foundation (DBBF) The ethos of DBBL for pursuing its activities in social arena has got further momentum with your enthusiasm and . Dutch-Bangla Bank Foundation (DBBF) is consistently pursuing its objective of being active in those social areas where it is needed most. The Foundation carries out diverse social and philanthropic activities in the field of education, health, conservation of nature, creation of social awareness, rehabilitation of distressed people and such other programs to redress human sufferings. It also promotes different socio-cultural and sports activities. Your Board of Directors in order to discharge its corporate social responsibilities in a greater perspective continued its contribution amounting to 5.00% of Bank's profit after charging loan loss provision to Dutch-Bangla Bank Foundation (DBBF). It is important that citizens of a society enjoy the full benefits that society offers. A society, in turn, flourishes when its citizen can contribute their fullest potential. The wellbeing of individuals is jeopardize when normal developmental processes are interrupted by personal crisis, poverty, unemployment, poor health and inadequate education. DutchBangla Bank Limited (DBBL) is the first Bangladeshi-European t venture bank in Bangladesh addresses social concerns that threaten the structure of society and redress social conditions that adversely affect the well-being of people and society. DBBL practice thus encom the professional activities of helping individuals, families, groups, organizations, and communities to enhance or restore their capacity for optimal social functioning and of .creating societal conditions favorable to this goal. DutchBangla Bank Foundation (DBBF) was established on 3rd June, 2001 to perform humanitarian works like rehabilitation of the destitute and neglected portion of the society specially grassroots level poor in right track. Aim and objectives of DBBF are as bellow.
Aim and objectives of DBBF: Dutch-Bangla Bank Foundation has adopted various programs to make fruitful the aims and objectives: Health Education Information Technology Disaster Donation Recognition for DBBL's CSR
CHAPTER -03
“Internet Banking” DBBL Internet Banking The best way to bank online!
3.0 Internet Banking: DBBL Internet banking enables customer to access his/her personal or business s anytime anywhere from home, office or when traveling. Internet Banking gives customer the freedom to choose his/her own banking hours. It can save time, money and effort. It's fast, easy, secure and best of all. • • • • • •
A/c Opening & Accessing Internet Banking. Internet Banking Features & Conditions of Internet Banking. Securities with DBBL Internet Banking Bangladesh Bank Approves Internet Banking. Internet Banking Manual.
3.1 A/c Opening & Accessing Internet Banking: 3.1.1 How to Open with DBBL: Opening of Savings, Current or FC is not available on-line. However the opening forms are available in this website. You need to the required forms from this website and fill-in the forms, signature card and attach photographs with the opening form, and sent to us by courier at the following address ( only for nonresident Bangladeshi): The Executive Vice President and Head of IT DBBL Data Center People Insurance Bhaban (18th Floor) 36, Dilkusha C/A, Dhaka-1000 Bangladesh DBBL will open the with any of the branches of the bank and inform you immediately. Once you have an with us, you can open FDR on-line through internet banking and enjoy a full range of services through internet, POS terminals and ATM.
3.1.2 How to get for Internet Banking: If you click the “Log on to Internet Banking” link given in the menu list of this websites you will be asked to enter “ ID” and “”. The screen as under:
Sign In Welcome to our Internet Banking Service!!! Please enter your ID and below... ID: : Submit
Reset
The ID is your customer ID which you can know from your home branch. However you need to have “” from the data center of the bank. Without you cannot enter into the internet banking system.
If you have an with the DBBL you are eligible to get for accessing Internet Banking . To get the you have to apply for it through your branch. The application form for obtaining the of Internet Banking is available in the “ Form” menu of this website. You have to fill in the application form and send to your branch for signature verification and onward submission to the data center . The data center will generate a for you and print a secured “Pin Mailer”. The “Pin Mailer” will be sent to you. Once you get the “Pin Mailer”, open it to get your . when you will the Internet banking for the first time with this , the system will force you to change it. You have to give a new of your choice. DBBL recommends that you change your frequently.
3.1.3 How to operate Internet Banking: When you will access the Internet banking you will get a screen. The screen contains menu at the left hand site. The “My ” menu has 4 sub menus such as “ Summary, “ Details”, and “Unlearned Funds”. These can be used for the following purposes: i) Summary: You will be able to view the list of yours Current, Saving, Term Deposits and Retail Loan s held and the Current Balances in each in the currency. ii) Details: You can chose a particular (Current , Saving, Term Deposits and Retail Loan s ) and see the details depending on the type of the . iii) Activity: You can see the transaction activity in the given for the current period or a specified data range. The “Trans funds’ ’Menus has 3 Sub-Menus such as “Funds Transfer”, “Third Party Transfer”, “Banker’s Cheque Request”. This can be used for the following process: ♦ Transfer Funds: You can transfer funds from one of your to another with the DBBL. ♦ Third Party Transfer: This option will be disabled for the customers. ♦ Banker’s Cheque Request: You can make a request for issuance of a banker’s Cheque debiting yours for any beneficiary . The bank will manually service this request.
The “Bill Payment” menu has only 1 Sub-Menu such as “pay Bills”. This can be used for the following purposes:
Pay Bills: You can make payment of telephone, gas, water, mobile ( Grameen, Aktel, CityCell, Banglalink, and T&T), Internet service Provider and Electricity ( PDB, DESA, DESCO, REB) bill, payments of fess schools and universities. Before you get this service, you have to inform DBBL the names of the “Bill Pay” companies with your / mobile number provided by that company to you . DBBL will link these companies with your internet ID . Once DBBL link them with your ID you will find them in the “ Pay Bills” screen and can choose any one of them for payment of your Bill/ Fess. Your application form for Internet Banking contains a list of such companies where you have to tick and provide number or mobile phone number. If you have already and want to add additional company as Bill Pay company, please write to branch manager who will your signature and forward your application to Data Center .The Data center will link the company with your ID. The “Standing Instruction” has 4 sub-menus such as “Standing Instruction View”, “SI Initiate”, “SI Delete” and “SI Modify”. These can be used for the following purpose: The “Standing Instruction” can be used to transfer a fixed amount of money from your to another (Beneficiary ) in a pre defined day of every month/quarter year etc. Before you get this service, you have to perform “payee Maintenance” form the “Customer Service” menu. In the reference number type a reference like “ Payee-1” , then type Payee name, his / her number with DBBL (any branch) and payment details (narration, which will appear in the statement ). Then press submits and finally confirms to link a payee with your . This needs authorization from the Data center before the Payee appears in the pick list of the SI initiate screen. For authorization, first maintain the “ Payee” in the Internet Banking system and then send a Letter to your branch manager with a request that you have maintained the payee list in the system and then send a letter to your branch manager with a request that you have maintained the payee list in the system for initiating SI on their as beneficiary with reasons , who will forward the same to the Data center for authorization, (the signature in the request letter and the signature card should be same ).
DBBL will link this payee with your Internet ID . Once DBBL link them with your ID you will find them in all the 4 sub-menus of the Standing Instruction and can choose any one of them for viewing / initiating/ modifying the SL. You can now : • • • •
Set up a new Standing Instruction from the Internet. Inquire on an existing Standing Instruction. Modify an existing Standing Instruction. Delete an existing Standing Instruction.
You can set up multiple Instructions for each and define the priority in which they can be executed. The Instructions can be set u for recurring transfer at a pre defined frequency. To initiate SI, first choose “source ” form the list (if you have more than one ) , then “to ” ( for your own ) or beneficiary (for ed s) number . “Destination ” will appear automatically. Now provide “Transfer amount”. “Transfer Currency” will appear automatically. Choose “execution frequency”from the list (daily/weekly/fortnightly/monthly/quarterly/yearly) And set “SI Priority” to 1,2,3, etc.(if you have only one SI, put one as Priority, Priority will be taken into consideration if more than one SI has to be executed on the same day, but balance is less than the total SI amount). The first execution date is one on which day the SI will be executed at every frequency (say first execution date is 04.04.2009 and the frequency is monthly , so SI will executed on 4th day of every month). After the “final execution date” the SI will not be executed anymore. Against “narrative” field you can type a narration which will appear on the statement. The “Term Deposit “menu has two sub-menu such as “Open Deposit “ and “Modify Deposit”. These can be used for the following purposes:
Open Deposit: The customer can open a term deposit (FDR) by transferring funds from one of his current or saving s with the bank. He will get TD number online.
Modify Deposit: The customer can modify the maturity and interest instruction details exciting term deposit .
3.2: Internet Banking Features: The following are the Internet Banking Features for DBBL’S Retail and Corporate Customers: Summary: The Customer will be able to view the list of Current, Saving, Term Deposit and Loan s with the current balance. Details: The Customer can choose a particular and see the details including unclear fund, limit, interest accrued etc. Activity: The customer can see or print his transaction activity in a given for a particular period. Transfer Funds: The customer can transfer funds from one of his s to another of his s within the bank. Third Party Transfer: The customer can transfer funds from one of his s to another customer’s within the bank. Pay Bills: The customer can pay his utility bill (like Electricity, WASA, GAS, Telephone, Mobile, ISP etc.) Standing Instructions: The customer can setup, modify or delete standing instructions for transferring fund from one of his to another (his or 3rd party). Open/Modify Term Deposit: The customer can open a term deposit by transferring funds from one of his current or savings s with the bank. He can also modify the TD and redeem / part-redeem it. Loan Repayments: The customer can make payment of the loan installment from his CASA . Statement Request: The customer can make a request for statement for a required period. The bank will manually service this request.
Cheque Book Request: The customer can make a request for a Cheque book. Cheque Status Inquiry: The customer can choose an and enter the Cheque number for which the status should be viewed. Stop Payment Cheque: The customer can mark his Cheque leaf as stop payment. Interest Rate Inquiry: The customer can query on the interest rates on CASA & Term Deposit Products. Foreign Exchange Rate Inquiry: The customer can query on the Foreign Exchange (FX) Rates using this function. Refill Pre-Paid Card: The customer can buy a refill number for his pre-paid mobile phone or ISP link. Change : The customer can change his Internet Banking using this function.
3.2.1: Extra Customer:
Features
for
Corporate
Letter of Credit: The customer can initiate the LC application through Internet Banking. Bank Guarantee: The customer can initiate the Bank Guarantee through Internet Banking. Limits Query: The customer can view his Loan Limits and Limits Utilization through Internet Banking. * 3rd Party transfer is not allowed as per Bangladesh Bank permission.
3.3 DBBL Condition:
Internet
Banking
and
(Please read these & Conditions Carefully) These & Conditions Carefully Provide information about the DBBL Internet Banking Service provided to s by DBBL and set out the rights and obligations of the DBBL, in connection with the use of the DBBL Internet Banking Service. In the event of any conflict between these & Conditions and Rules & Regulations Governing the ’s with DBBL, these & Conditions shall prevail. For the purpose of this document , Internet Banking refers to the Internet Banking Services provided DBBL such as balances enquiry, details about transactions in the s , state of , utility bill payment services etc. “”, “He / She” ,and / or “His/ Her means DBBL customers using DBBL Internet Banking and “DBBL” means Dutch – Bangla Bank Ltd. a company duly incorporated under the companies Act 1994, having its ed office at Sena Kalayan Bhaban (3rd , 4th , 5th and 10th floor)195 Motijhil C/A , Dhaka-1000,and its assigns in respect of which the service will be available.
1.Application for DBBL Internet Banking: 1.1
These & Conditions from the form between the s and DBBL for using Internet Banking. The shall apply in the prescribed form for use of Internet Banking. DBBL as its sole discretion to accept or reject any such.
1.2
By applying for Internet Banking for the first time, the s acknowledge and accept these & Conditions. Notwithstanding anything contained herein , all & Conditions All & Conditions pertaining to the s shall continue to apply.
2.
Internet Banking s and Security Procedures:
Access,
2.1
DBBL will provide the customer with unique customer identification (Customer ID) and a temporary pin () in the first time.
2.2
As a safety measure, the , as a customer should immediately change upon his/ her first . is requested to change his/her frequently thereafter as far as possible.
2.3
The customer acknowledges that the ID (customer ID) and the selected act as ’s authorization signature. This signature authorizes and validates directions given just as an actual written signature does.
2.4
is responsible for maintaining the confidentially of his/her ID and . should agree that he/she not under any circumstances disclose his/her to anyone, including anyone claiming to represent the bank or to someone giving assistance on a technical help desk in connection with the service. It should be clearly understood that Bank employees do not need ’s for any reason whatsoever.
2.5
If forgets the Internet Banking , he/she has to request for issue of a new by sending a written request to the Information Technology Division of DBBL.
2.6
If gives his/her to anyone on fails to safeguard its secrecy, he/she dose so at his/her own risk because anyone with will have access to his/her .
2.7
If the customer’s is lost/ stolen or is known by other individuals, he/she must notify DBBL immediately.
2.8
The agrees or acknowledges that DBBL shall in no way held responsible or liable if the incurs any loss as a result of the information being disclosed by DBBL regarding his/her s or carrying the instruction of the pursuant to the access of the Internet Banking .
3. Service Requirements:
Software
and
Hardware
3.1 is solely responsible for the maintenance, installations and operation of ’s computer and for the software used in accessing Internet Banking. 3.2 DBBL shall not be failure of electronic or mechanical equipment or communication links, telephone or other interconnection problems, normal maintenance, unauthorized access, theft, operator errors, severe weather, earth quakes, floods and strikes or other labor problems. 3.3
DBBL will not be held responsible for any computer virus that affect’s customer computer or the software while using Internet Banking or by accessing Internet Banking through the World Wide Web. (W.W.W).
4. Charges: 4.1 4.2
Charges are subjected to change from time to time at DBBK discretion. DBBL reserves the right to change and recover from the relevant service charges, as may be fixed time. The hereby authorizes DBBL to recover such charges from his/her s.
5. Unauthorized/ Fraudulent Activities: 5.1 Upon obtaining customer ID and , is requested to cheek the list of his/ her s with DBBL. If any of the is missing, please inform this to DBBL immediately. If a third party is linked to ’s ID, please
inform this to DBBL also. Do not access it or do not perform any transaction on that . Such activity, if done, will be treated as fraudulent activity. 5.2 If ’s believes unauthorized transaction is being made with his/her , he/she should change the immediately and notify the DBBL. 5.3 The should cheek the statements for all of his/her s for any unauthorized transaction transactions. In case of any discrepancy in details of any transaction carried out in respect of the , in that event should inform DBBL in writing
6.Online Transactions payment:
and
Utility
Bill
6.1 shall be responsible for all transfer transactions, opening Term Deposit and standing Instruction initiated through Internet Banking. 6.2 No third party transaction is allowed expect utility bill payment through DBBL, Internet Banking. 6.3 The Utility bill payment services are only available to customers of DBBL Internet Banking and shall cover all the utility bill payments of the different the utility service provider (Billers). 6.4 The should accept that he/she will be responsible for putting in the correct number and transaction amount for the fund transfer request. In such case, DBBL will nit be liable for any erroneous transaction incurred arising out of or relating to the customer entering wrong amount or number. 6.5 Upon the DBBL decision , there will be a transaction amount limit through Internet Banking . Maximum amount of transaction limit can be subjected to change from time to time at DBBL’S discretion. 6.6 Any transaction made after working hours or on public/ bank holydays, the transaction value date will be the next working day. 6.7 No transaction is allowed from a non-convertible take to a convertible .
6.8 Any Convertible rate of any foreign currency shown and interest rate only for customer’s convenience. It cannot be taken price quote from banker’s end.
7.Maintenance of Sufficient fund: 7.1 The shall ensure that there are sufficient funds (or prearranged credit facility) in his/her for transactions through the Internet Banking. 7.2 DBBL shall not be liable for any consequences arising out of its failure to carry out the instruction due to the inadequacy of funds and or credit facility.
8.Anti Money Laundering: 8.1 Customer should agree and confirm that he/she will not use this Internet facility for money laundering or violate any related law to the money laundering. 8.2 DBBL reserves the right to demand explanation from the regarding any matter pertaining to money laundering law of the country.
9.Preparatory Rights: 9.1 The acknowledge that the underlying the Internet banking as will as other internet related software which are required for accessing Internet banking are the legal property of the respective venders. 9.2 The permission given by DBBL to access Internet banking will not convey any proprietary or ownership right in such software. 9.3 The shall not attempt modify, translate, disassemble or reveres engineer the software underlying internet banking or create any derivative product based on the software.
10.
Governing Law:
10 .1 this term and / or operations in the s of the s shall be Governed by the laws of Bangladesh, in force.
10.2 DBBL may, in its absolute discretion, commence any legal action or Proceedings arising out of the for Internet banking in other court, Tribunal or other appropriate forum and the hereby consents to that Jurisdiction. 10.3 Any provision of the jurisdiction for Internet banking which is Prohibited or unenforceable in any jurisdiction shall, as to such Jurisdiction, be ineffective to the extent of prohibition or unenforceability But shall not invalidate the remaining provisions of the or affect Such provision in any other jurisdiction.
11.
Charges of :
11.1 DBBL shall have the absolute discretion to amend or supplement any of The at any time. such change to the shall be communicated to . By using any new services as may introduced by DBBL, the Shall be demand to have accepted the changed .
12. banking:
Termination
on
Internet
12.1 The may request for termination of the Internet banking any time by Giving a written notice of at least 15 days to DBBL. The termination shall Effect on the completion of the 15th day.
13.
Branch of and Condition :
13.1 must compensate for any loss that occurs as a result of his/her Breaking any term of these agreements.
Precautionary Note: In order to prevent unauthorized transaction through Internet Banking service , s are advised to strictly maintain the following:
• • • •
3.4
The should not be written anyway. should make sure that no one is physically watching his/her s when he/she is logging in. It is important to to click to ‘log out’ after completing his/ her internet banking session. should not leave his /her PC unattended with the browser and a valid name and cached as in such case anyone can gain access to the .
Security with Internet Banking:
•
DBBL Data Center is equipped with world’s number ‘one’ networking equipment from CISCO, such as switch, router and PIX firewall. The internet will only be able to access the Internet Banking if he is allowed by two firewalls- such as Check Point Firewall and CISCO Firewall. These firewalls will only allow the http and https traffic.
•
DBBL’s Internet Banking web server is certified by 128 bit data encryption SSL (Secure Socket Layer) server certificates issued by Verisign. Inc, USA. So when a customer hits our web site, the web browser automatically checks that the certificate of the server and the public ID are valid. Then his request will be executed with high level encryption.
•
ID of internet banking is mapped with the Customer ID, so there is no change to get other with his ID.
•
Transaction Limit has been set with each ID. So customer can do daily certain amount of transaction which has been specified in the product.
•
Customer’s ID of the Internet Banking and his will be printed in security PIN mailer and sent to the customer, so that he could only access his with proper authentication.
3.5 Manual of Internet Banking: 1. Connecting to Internet Banking: • •
Logging In Logging Out
2. My s: • • • •
Summary Details Activity Un cleared Funds
3. Transfer Funds: • • 4.
Bill Payments: •
5.
Funds Transfer Third party transfer funds.
Pay Bill
Standing Instructions:
•
Standing Instructions initiate
6. Deposits: • • 7.
Open term Deposit Modify term Deposit
Customer Services: • • • • • • •
Cheque status inquiry Stop cheque Interest rate inquiry Foreign exchange rate inquiry Payee maintenance Change Updating profile
Chapter -4 “Findings and Recommendation”
4.1 Findings & Analysis: During the three months Internship program at DBBL, Dhanmondi Branch almost all the desks have been observed by me. I have found theory deviates from the practice more or less through 3 months is not enough time to find out all the discrepancy between theory and practic. Among all experiences some noticeable observations are described below: •
As a private bank, Dutch Bangla Bank , Dutch Bangla Bank is trying it’s best to increase their service to the public.
•
DBBL has a bulk of qualified, experienced and dedicated human resources.
•
Employees are mostly courteous, co-operative, friendly in nature and eager to help despite the tremendous workload.
•
DBBL provide Internet Banking.
•
A good Working environment is remaining in Branch office.
•
DBBL established so many ATM booths throughout the Country.
•
DBBL has set up the Dutch –Bangla Bank Foundation in 1999 to extend financial to scholarly pursuit, arts and culture foreign and local financial to to scholarly pursuit, arts and culture foreign and local medical treatment.
•
DBBl often has problem with ATM machine.
•
Customer often complains that the ATMs are out of order.
•
The work load is not sound distributed between the employees of same level in the branch.
•
Lack of initiative to develop and expand new product.
•
Lack of employees satisfaction in the branch can be seen.
•
Lack of ment and products by the Bank. •
The decoration of Dhanmondi Branch should be improve.
•
Personal relationship should be build up with the customers. They can sent different gift item like calendar, diary , Eid cards / New Year cards.
•
The bankers need to be motivated in a proper manner as they are very often heavily burdened with work.
•
The higher-Level management of the bank should invite more participation from their subordinates.
•
The product should be promoted in new and an innovative ways.
•
The bank should provide sufficient manpower to the respective branches
•
DBBL provides the morden technology and enters truly on On-Line Banking and also provide ATM facility for the customer service .,but most of the customers do not know about Internet Banking and Different types of ATM cards , so DBBL should focus and vastly those kinds of facilities to the client.
•
Te authority should take initiative to improve their expertise in the Investment Businesses to be more prompt.
•
The relationship between bankers and client should be improve
•
As the worked load on the same level employees is not same so they should help each other.
•
DBBL should introduce motivated programs for it’s employees so that they can enhance their performance.
DBBL is one of those banks, which always wanted to be pioneer in services. In Bangladesh they are very early launch Internet Based Banking. To them an Internet based question was asked too. This ultimately helped them to know the current situation of the Internet as well to check the feasibility of anticipated products. In the era of technological advancement people are becoming friendlier towards the usage of Internet.. In addition to that, to their response questions like how long they use the Internet, how they rate the provider of Internet was also asked.
Acceptence of Internet Based Banking
No 20% Yes No Yes 80%
Figure: Recognition towards Internet based banking According to the responses it is clear to us that the quality of Internet service must be ensured. As a consequence of that they are showing much enthusiasm regarding online banking. Parts of their concern are measuring the feasibility of online banking in Bangladesh. What type of customers is using it, their nature of business, import & export figure etc. keeping this in mind the next graph has been constructed.
Relationship & Preferring Online Banking 20.00% 18.00% 16.00% 14.00% 12.00% 10.00% 8.00% 6.00% 4.00% 2.00% 0.00%
Yes
No
$35,000-$45,000
$45,000-$55,000
$55,000-$65,000
$65,000-$75,000
$75,000-$85,000
$85,000-$95,000
$95,000-$100,000
Above $100,000
Figure : Relationship between Import/export & preferring online Banking According to the analysis, corporate clients are ionate to use online banking but they are still apprehensive about it. One can see that as import & export volume increases the percentage decreases. The study shows that 20% of the total respondents that are not in favor of online banking on the other hand 80% are in favor of it.
Recommendations Though Dutch Bangla Bank has established its image as one of the best service provider for its potential customers; still they are yet not the market leaders. The bank has to overcome the shortcomings in the near future and offers new innovative products to retain its position as a leader amongst banks year after year. Some recommendations are given below based on the data analysis:
1) Issuing of brochures and leaflets: Bank should issue or print more brochures and leaflets with product details, were services and benefit of Dutch Bangla Bank should be clearly stated.
2) New policy ment: ment of changing policy and new rules should be sending to the customer.
3) Individual attention and care: Individual attention should be given to customers in order to better understand their needs and better satisfy them.
4) New Investment products: New investment schemes should be introduced to meet customer demands. Survey results indicated high amount dissatisfaction with current investment schemes and services. New personal savings, future investment products.
5) Elimination of contract employees: Contract employees should be eliminated from the customer service departments as they lack the commitment and willingness to serve customers. One serious mistake can take away valuable customers and years of relationship.
6) Use of marketing research: Regular research should also be conducted to find out customer expectations about various service aspects. Measuring customer expectations and satisfaction regular research at sufficient intervals should be conducted.
7) Reducing communication gap: Communication gaps can be bridged as it has been found that not every holder knows much about variety of services and products that they can get from Dutch Bangla Bank Suppose special campaigns, such as relation week were customers will be able to ask some designated banks personals about the bank. The front desk officers can be given a specialized training, so that they can give the customers a comprehensive idea about the bank and its services. Audiovisual equipment can be used inside the bank premises so that people can watch them while waiting for services.
8) Customer defined service standards: A formal service blueprint should be designed with appropriate service level standards to reduce the variability of service. These standards should customer defined and customer expectation should be considered while deciding on the service standards. The above steps will be implements by Customer service department within a very short time.
9) Focus on relationship strategies: The bank should focus more on existing customers in order to build strong and loyal relationship with them as the survey showed that satisfied customers more aptly or certainly recommends the bank to friends and relatives. Thus the power of relationship will foster positive Word of Mouth Communication and will attract new customers at a lower cost.
10) Clarity of the statements: The bank should redesign the format of its statement in to a clearer and easily understandable format. The survey showed a huge amount of dissatisfaction towards the current format of statements. It should be redesigned with inputs from customers and satisfying their requirements. The above mention steps will be implements by commercial banking service in a very short period.
11) Periodic trade service campaign: A campaign can be arranged for the new opening customers as well to the existing customers so they fee Dutch Bangla Bank is doing something extra for them.
12) Control over the mailing network: Dutch Bangla Bank should strictly monitor the courier services that are engaged in delivering mails and documents. Huge amounts delivery failures are being piled up at branches. So should have some control over its couriers and ensure proper delivery of mails and documents.
13) Introducing customized products: Dutch Bangla Bank to launch customized products so that a customer can feel that he/she is valued for Dutch Bangla Bank. For export use, special items, country to where the goods will be exported, keeping these factors in mind Dutch Bangla Bank can offer products like reducing charges for garments sector LCs, special loans to the export and other way round. These above steps will be implements by the trade service department soon at the end of this year.
Chapter -5 “Conclusion”
Conclusion Dutch Bangla Bank limited is a Bangladesh European t Venture Commercial Bank ed by the Bangladesh Bank. DBBL follows the rules and regulations prescribed by the Bangladesh Bank for all scheduled commercial Banks. The functions of the bank cover a wide range of Banking activities. As an intern the opportunity to work for this giant during the internship program. I got a vast opportunity to observe the overall service process of commercial banking. Dutch Bangla Bank limited truly follows all the rules and regulations prescribed by the Bangladesh Bank for all scheduled commercial Banks about Internet Banking. I also got the scope to interact with customers and reveal their expectations. I also observed that trade service has potential scope to growth at the same time customers are not fully aware of all the services that are offered by DBBL . DBBL is delivering services like other banks. But if services are offered at the augmented level definitely DBBL can become the market leader. The topic of this study is “Internet Banking of Dutch-Bangla Bank Limited”. The study indicates that the growth of Internet banking services in Bangladesh is positive enough to create attraction among the banks. On the top of that nationalized commercials banks are not that much efficient compare to foreign banks in of service efficiency. The study also reveals that DBBL has moderate level of satisfaction. So, finally I will say that this internship at Dutch Bangla Bank limited ,corporate banking service has enlarged my theoretical knowledge of Bachelor of Business istration in to some practical knowledge and made my BBA education more complete and applied. I give all my wished and regards so that it could become the leader of financial services in Bangladesh in near future.
Bibliography
Marketing Management – By Philip Kotler (Millenium Edition)
Corporate Brochure of the company
Statistics for Management –By Levin & Rubin
Marketing Research –By Boyd
Consumer Behavior - Building Marketing Strategy By Del Hawkins
Annual Repots of the Bank
Web site of the Bank
Table of Contents
TOPICS Letter of Transmittal Acknowledgment Executive Summary
PAGE NO. 1 2 3
Chapter -1 1.1
Origin of the study
4
1.2
Background of the study
4
1.3 Objective of the study 1.4 Scope of the study
4 5
1.5 Methodology
5
1.6 Limitations
6
Chapter -2 2.1: Introduction
7
2.2: Evaluation of the word “Bank”
7
2.3: Development of Banking Sector in Bangladesh
7
2.4: Background of DBBL
8
2.5: History of DBBL
9
2.6: Mission ,Vision and Core Objectives of DBBL
10
2.7: Management Setup
11-12
2.8: Service & Products
13-15
2.9: Corporate Social Responsibility (CSR)
17
Chapter# 3
3.0
Internet Banking
18
3.1
A/c Opening & Accessing Internet Banking
19-22
3.2: Internet Banking Features
23-24
3.3 DBBL Internet Banking and Condition
25-30
3.4 Security with Internet Banking
31
3.5 Manual of Internet Banking
32-40
Chapter -4 4.1 Findings & Analysis Recommendations
41-44 45-48
Chapter -5 Conclusion Bibliography
49 50
Introduction of the Report 1.1) Origin of the report: BBA internship program is a four-credit compulsory course for the business students graduating from Stamford University Bangladesh. The internship program of Stamford University Bangladesh is the reflection of all the theoretical knowledge a student gained during last four years. Being a student of BBA (major in ing), I had the opportunity to work in Dutch-Bangla Bank Limited, Dhanmondi Branch. The work on this report was carried out as an Internship program at Dutch-Bangla Bank Limited, Dhanmondi Branch from February 01,2009 to April 30,20009.
1.2) Background of the study: The report is submitted to Ms Farjana Afrin , Asst. Professor, Department of Business istration, Stamford University Bangladesh as a part of internship program. The report is based on the information, which has been gathered during the internship period. The report titled “Internet Banking of Dutch-Bangla Bank Limited”.
1.3) Objective of the study: 1.3.1) General objective of the report: The objective of the report is to familiarize with Dutch-Bangla Bank Limited, its operation and activities, the organizational structure, management style. The report also aims at acquiring first hand knowledge about “Internet Banking of Dutch-Bangla Bank Limited ” as well to suggest ways and means to improve the current practice.
1.3.2) Specific objective of the study:
To know the overall functions of DBBL.
To have an understanding on the online processing system associated matters.
To Know the Online banking Facilities offered by DBBL.
To identify the issues those influence corporate clients in selecting a bank for their businesses.
To identify corporate clients’ perception of Internet based banking facility.
To identify the vital commodities those are usually traded.
To identify the banks from where trade services are availed.
To identify the types of services that the exporters and importers avail from their banks.
To identify satisfaction level of corporate clients towards the services they get from their banks.
1.4) Scope of the study: The scope of the report is to make a critical study regarding the internet banking service in Bangladesh. I had to make heavy preoccupation in my own department. The results of this survey are presented in this report.
1.5) Methodology: 1.5.1: Variables covered: Whenever possible primary data has been used. Data were also collected by interviewing the responsible officers and from some documents and annual reports of DBBL.
1.5.2: Research design: Research design is a master plan specifying the methods and procedures for collecting and analyzing the needed information. Due to the research inexperience and lack of knowledge about the research
issue exploratory research has been conducted to define the nature of the problem more specifically.
1.5.3: Research method: Survey is a research technique in which information is gathered from a sample of people. Survey research method has been used for collecting primary data.
1.5.4: collection:
Sources
and
methods
of
data
The research methods that will be followed in the report are stated
below:
Sources of data: Data has been collected from both primary and secondary sources. The primary data will be gathered through surveying the corporate clients of DBBL, discussing informally with bank personnel and making observations during the period of internship etc. Some secondary data also have been used to make the report more concrete. These data are collected from different brochures of the bank, newspapers, web site, internship reports used by previous interns of the bank etc.
1.6) Limitations: A wholehearted effort was applied to conduct the study work and to bring a reliable and fruitful result from which proper strategy can be adopted to strengthen the market condition of DBBL. In spite of best efforts there were limitations that acted as barriers to conduct the study.
Large-scale research was not possible due to constraints and restriction posed by the organization.
The research only covers the corporate clients of Dhaka City.
To protect the organizational confidentiality some parts of the report are not in depth.
It was very difficult to give enough time to concentrate on the report, as the bank authority doesn’t allow leaving the office before 5:30pm.
CHAPTER-02 “ORGANIZATION ”
2.1: Introduction: A bank is one, who in the ordinary course of his business receives money which he repays by honoring cheques of persons from whom or on whose he receives it. Banks deal mainly with money and credit. They purchase and sell money and credit. Bank is an establishment which makes such advances of money to individual, as may be required with which individuals entrust money when not required by them for use.
2.2: Evaluation of the word “Bank”: According to the some writers the word “Bank” has been derived from the German word “BANKE” which means a t stock fund. The 1st version is widely accepted because at one time the banking history, money changing was looked upon as the most widely accepted function of a banker. Banking in the ancient times was largely confined to money changing and money lending.
2.3: Development of Banking Sector in Bangladesh: In 1971 Bangladesh became independent. After liberation “Bangladesh bank was automated with the asset and liabilities of former “State bank of Pakistan”. There were several banks before independence of Bangladesh which was converted as follows:
Present Name of the Bank
Sonali Bank Agrani Bank Janata Bank Rupali Bank Pubali Bank
Origin Name The National bank of Pakistan The Premier bank Ltd. The Commerce bank Ltd. The union bank ltd. The standard bank ltd. The eastern mercantile bank ltd. The bank of Vowalpur ltd. The habib bank ltd. The united bank ltd. The Muslim commercial bank. The Australasia bank ltd.
The eastern banking corporation.
Uttara Bank
Organizational Profile 2.4: Background of DBBL: Dutch-Bangla Bank Limited (the Bank) is a scheduled commercial bank. The Bank was established under the Bank Companies Act 1991 and incorporated as a public limited company under the Companies Act 1994 in Bangladesh with the primary objective to carry on all kinds of banking business in Bangladesh. The Bank is listed with Dhaka Stock Exchange Limited and Chittagong Stock Exchange Limited. DBBL- a Bangladesh European private t venture scheduled commercial bank commenced formal operation from June 3, 1996. The head office of the Bank is located at Senakalyan Bhaban (4th floor),195, Motijheel C/A, Dhaka, Bangladesh. The Bank commenced its banking business with one branch on 4 July 1996.
2.5: History of DBBL: Dutch-Bangla Bank engineers enterprise and creativity in business and industry with a commitment to social responsibility. "Profits alone" do not hold a central focus in the Bank's operation; because "man does not live by bread and butter alone". Dutch-Bangla Bank dreams of better Bangladesh, where arts and letters, sports and athletics, music and entertainment, science and education, health and hygiene, clean and pollution free environment and above all a society based on morality and ethics make all our lives worth living. DBBL's essence and ethos rest on a cosmos of creativity and the marvel-magic of a charmed life that abounds with spirit of life and adventures that contributes towards human development. Dutch-Bangla Bank believes in its uncompromising commitment to fulfill its customer needs and satisfaction and to become their first choice in banking. Taking cue from its pool esteemed clientele, Dutch-Bangla Bank intends to pave the way for a new era in banking that upholds and epitomizes its vaunted marques "Your Trusted Partner”.
2.6: Mission, Vision and Core Objectives of DBBL:
2.7: Management Setup: Name Mr. Md. Yeasin Ali Mr. A. H. M. Nazmul Quadir Mr.K. Shamsi Tabrez Mr. Abul Kashem Md. Shirin
Designation Division Managing Director Additional Managing Director Deputy Managing Director (Operation) Deputy Managing Director (istration)
Mr. Muhammad Shahidul Senior Executive Vice President Islam Mr. Khan Tariqul Islam Senior Executive Vice President Mr. Khan Tariqul Islam
Senior Executive Vice President
Mr. Md. Monirul Alam Mr. Moyen Uddin Ahmed
Company Secretary Executive Vice President
Mr. A. K. M. Shah Alam
Executive Vice President
Mr. A. K. M. Shah Alam
Executive Vice President
Mr. Mahbub Jan Chowdhury
Senior Asst. Vice President
Mr. Iqbal Amin
Senior Vice President
Mr. Iqbal Amin
Senior Vice President
Mr. Mohammad Abdul Mutalib Senior Vice President Mr. Md. Harun Azad
Senior Vice President
Mr. S.M. Jahangir Akhter
Vice President
Credit Division s Division Human Resource Division Board Secretariat Card Division Marketing & Development Division Treasury Division (Front Office) Corporate Banking Division Credit Monitoring & Recovery Division Credit istration Division General Service Division Internal Control & Compliance Division
Mr. Mir Mominul Huq Mr. Hossain Chowdhury
Senior Asst. Vice President Akhtar
Vice President
Retail and Division
SME
International Division .
Other Department/Section/Wing: Name
Designation Dept./Section/Wing Senior Executive Vice Chief Anti Money Laundering Mr. Khan Tariqul Islam President Compliance Unit Mr. A.H.M. Zahurul Islam Executive Vice President Training Wing Mr. Md. Shahazada Basunia First Asst. Vice President Public Relations Mr. Hossain Akhtar Vice President MIS Wing Chowdhury
2.8: Service & Products: Card Products IT Products Retail Banking Products DBBL Life Line DBBL Future Line Other Banking Products
2.8.1: Card Products:
DBBL-NEXUS Classic Card (debit) DBBL-NEXUS Maestro card (debit) DBBL-NEXUS VISA Electron card (debit) DBBL-NEXUS Silver OD card (credit) DBBL-NEXUS Gold OD card (credit)
Charges & Fees for Debit Card: Type of services Classic Silver Gold st Issuance fee(1 Free 1000 1500 year only) Annual Fee(2nd 200 1000 2000 year onward) 500 700 Replacement Fee 200 PIN Change Fee
200
200
200
Maestro
Visa Electron
500
500
500
500
500
500
200
200
2.8.2: IT Products: Truly Online Banking Wide range of ATM & POS Internet Banking SMS & Alert Banking
2.8.3 Banking Products: Deposit Term Deposit: • • • • • • • • • •
Savings Deposit Current Deposit Short Term Deposit Resident Foreign Currency Deposit Foreign Currency Deposit Convertible Taka Non-Convertible Taka Exporter's FC Deposit(FBPAR) Current Deposit -Bank Short Term Deposit -Bank
Loan & Advances: • • • • • • • • •
Life Line (a complete series of personnel credit facility) details Loan agst. Trust Receipt Transport Loan Real Estate Loan (Res. & Comm.) Loan Agst. Accepted Bill Industrial Term Loan Agricultural Term Loan Lease Finance Other Term Loan
2.9: Corporate (CSR):
Social
Responsibility
Activities of Dutch-Bangla Bank Foundation (DBBF) The ethos of DBBL for pursuing its activities in social arena has got further momentum with your enthusiasm and . Dutch-Bangla Bank Foundation (DBBF) is consistently pursuing its objective of being active in those social areas where it is needed most. The Foundation carries out diverse social and philanthropic activities in the field of education, health, conservation of nature, creation of social awareness, rehabilitation of distressed people and such other programs to redress human sufferings. It also promotes different socio-cultural and sports activities. Your Board of Directors in order to discharge its corporate social responsibilities in a greater perspective continued its contribution amounting to 5.00% of Bank's profit after charging loan loss provision to Dutch-Bangla Bank Foundation (DBBF). It is important that citizens of a society enjoy the full benefits that society offers. A society, in turn, flourishes when its citizen can contribute their fullest potential. The wellbeing of individuals is jeopardize when normal developmental processes are interrupted by personal crisis, poverty, unemployment, poor health and inadequate education. DutchBangla Bank Limited (DBBL) is the first Bangladeshi-European t venture bank in Bangladesh addresses social concerns that threaten the structure of society and redress social conditions that adversely affect the well-being of people and society. DBBL practice thus encom the professional activities of helping individuals, families, groups, organizations, and communities to enhance or restore their capacity for optimal social functioning and of .creating societal conditions favorable to this goal. DutchBangla Bank Foundation (DBBF) was established on 3rd June, 2001 to perform humanitarian works like rehabilitation of the destitute and neglected portion of the society specially grassroots level poor in right track. Aim and objectives of DBBF are as bellow.
Aim and objectives of DBBF: Dutch-Bangla Bank Foundation has adopted various programs to make fruitful the aims and objectives: Health Education Information Technology Disaster Donation Recognition for DBBL's CSR
CHAPTER -03
“Internet Banking” DBBL Internet Banking The best way to bank online!
3.0 Internet Banking: DBBL Internet banking enables customer to access his/her personal or business s anytime anywhere from home, office or when traveling. Internet Banking gives customer the freedom to choose his/her own banking hours. It can save time, money and effort. It's fast, easy, secure and best of all. • • • • • •
A/c Opening & Accessing Internet Banking. Internet Banking Features & Conditions of Internet Banking. Securities with DBBL Internet Banking Bangladesh Bank Approves Internet Banking. Internet Banking Manual.
3.1 A/c Opening & Accessing Internet Banking: 3.1.1 How to Open with DBBL: Opening of Savings, Current or FC is not available on-line. However the opening forms are available in this website. You need to the required forms from this website and fill-in the forms, signature card and attach photographs with the opening form, and sent to us by courier at the following address ( only for nonresident Bangladeshi): The Executive Vice President and Head of IT DBBL Data Center People Insurance Bhaban (18th Floor) 36, Dilkusha C/A, Dhaka-1000 Bangladesh DBBL will open the with any of the branches of the bank and inform you immediately. Once you have an with us, you can open FDR on-line through internet banking and enjoy a full range of services through internet, POS terminals and ATM.
3.1.2 How to get for Internet Banking: If you click the “Log on to Internet Banking” link given in the menu list of this websites you will be asked to enter “ ID” and “”. The screen as under:
Sign In Welcome to our Internet Banking Service!!! Please enter your ID and below... ID: : Submit
Reset
The ID is your customer ID which you can know from your home branch. However you need to have “” from the data center of the bank. Without you cannot enter into the internet banking system.
If you have an with the DBBL you are eligible to get for accessing Internet Banking . To get the you have to apply for it through your branch. The application form for obtaining the of Internet Banking is available in the “ Form” menu of this website. You have to fill in the application form and send to your branch for signature verification and onward submission to the data center . The data center will generate a for you and print a secured “Pin Mailer”. The “Pin Mailer” will be sent to you. Once you get the “Pin Mailer”, open it to get your . when you will the Internet banking for the first time with this , the system will force you to change it. You have to give a new of your choice. DBBL recommends that you change your frequently.
3.1.3 How to operate Internet Banking: When you will access the Internet banking you will get a screen. The screen contains menu at the left hand site. The “My ” menu has 4 sub menus such as “ Summary, “ Details”, and “Unlearned Funds”. These can be used for the following purposes: i) Summary: You will be able to view the list of yours Current, Saving, Term Deposits and Retail Loan s held and the Current Balances in each in the currency. ii) Details: You can chose a particular (Current , Saving, Term Deposits and Retail Loan s ) and see the details depending on the type of the . iii) Activity: You can see the transaction activity in the given for the current period or a specified data range. The “Trans funds’ ’Menus has 3 Sub-Menus such as “Funds Transfer”, “Third Party Transfer”, “Banker’s Cheque Request”. This can be used for the following process: ♦ Transfer Funds: You can transfer funds from one of your to another with the DBBL. ♦ Third Party Transfer: This option will be disabled for the customers. ♦ Banker’s Cheque Request: You can make a request for issuance of a banker’s Cheque debiting yours for any beneficiary . The bank will manually service this request.
The “Bill Payment” menu has only 1 Sub-Menu such as “pay Bills”. This can be used for the following purposes:
Pay Bills: You can make payment of telephone, gas, water, mobile ( Grameen, Aktel, CityCell, Banglalink, and T&T), Internet service Provider and Electricity ( PDB, DESA, DESCO, REB) bill, payments of fess schools and universities. Before you get this service, you have to inform DBBL the names of the “Bill Pay” companies with your / mobile number provided by that company to you . DBBL will link these companies with your internet ID . Once DBBL link them with your ID you will find them in the “ Pay Bills” screen and can choose any one of them for payment of your Bill/ Fess. Your application form for Internet Banking contains a list of such companies where you have to tick and provide number or mobile phone number. If you have already and want to add additional company as Bill Pay company, please write to branch manager who will your signature and forward your application to Data Center .The Data center will link the company with your ID. The “Standing Instruction” has 4 sub-menus such as “Standing Instruction View”, “SI Initiate”, “SI Delete” and “SI Modify”. These can be used for the following purpose: The “Standing Instruction” can be used to transfer a fixed amount of money from your to another (Beneficiary ) in a pre defined day of every month/quarter year etc. Before you get this service, you have to perform “payee Maintenance” form the “Customer Service” menu. In the reference number type a reference like “ Payee-1” , then type Payee name, his / her number with DBBL (any branch) and payment details (narration, which will appear in the statement ). Then press submits and finally confirms to link a payee with your . This needs authorization from the Data center before the Payee appears in the pick list of the SI initiate screen. For authorization, first maintain the “ Payee” in the Internet Banking system and then send a Letter to your branch manager with a request that you have maintained the payee list in the system and then send a letter to your branch manager with a request that you have maintained the payee list in the system for initiating SI on their as beneficiary with reasons , who will forward the same to the Data center for authorization, (the signature in the request letter and the signature card should be same ).
DBBL will link this payee with your Internet ID . Once DBBL link them with your ID you will find them in all the 4 sub-menus of the Standing Instruction and can choose any one of them for viewing / initiating/ modifying the SL. You can now : • • • •
Set up a new Standing Instruction from the Internet. Inquire on an existing Standing Instruction. Modify an existing Standing Instruction. Delete an existing Standing Instruction.
You can set up multiple Instructions for each and define the priority in which they can be executed. The Instructions can be set u for recurring transfer at a pre defined frequency. To initiate SI, first choose “source ” form the list (if you have more than one ) , then “to ” ( for your own ) or beneficiary (for ed s) number . “Destination ” will appear automatically. Now provide “Transfer amount”. “Transfer Currency” will appear automatically. Choose “execution frequency”from the list (daily/weekly/fortnightly/monthly/quarterly/yearly) And set “SI Priority” to 1,2,3, etc.(if you have only one SI, put one as Priority, Priority will be taken into consideration if more than one SI has to be executed on the same day, but balance is less than the total SI amount). The first execution date is one on which day the SI will be executed at every frequency (say first execution date is 04.04.2009 and the frequency is monthly , so SI will executed on 4th day of every month). After the “final execution date” the SI will not be executed anymore. Against “narrative” field you can type a narration which will appear on the statement. The “Term Deposit “menu has two sub-menu such as “Open Deposit “ and “Modify Deposit”. These can be used for the following purposes:
Open Deposit: The customer can open a term deposit (FDR) by transferring funds from one of his current or saving s with the bank. He will get TD number online.
Modify Deposit: The customer can modify the maturity and interest instruction details exciting term deposit .
3.2: Internet Banking Features: The following are the Internet Banking Features for DBBL’S Retail and Corporate Customers: Summary: The Customer will be able to view the list of Current, Saving, Term Deposit and Loan s with the current balance. Details: The Customer can choose a particular and see the details including unclear fund, limit, interest accrued etc. Activity: The customer can see or print his transaction activity in a given for a particular period. Transfer Funds: The customer can transfer funds from one of his s to another of his s within the bank. Third Party Transfer: The customer can transfer funds from one of his s to another customer’s within the bank. Pay Bills: The customer can pay his utility bill (like Electricity, WASA, GAS, Telephone, Mobile, ISP etc.) Standing Instructions: The customer can setup, modify or delete standing instructions for transferring fund from one of his to another (his or 3rd party). Open/Modify Term Deposit: The customer can open a term deposit by transferring funds from one of his current or savings s with the bank. He can also modify the TD and redeem / part-redeem it. Loan Repayments: The customer can make payment of the loan installment from his CASA . Statement Request: The customer can make a request for statement for a required period. The bank will manually service this request.
Cheque Book Request: The customer can make a request for a Cheque book. Cheque Status Inquiry: The customer can choose an and enter the Cheque number for which the status should be viewed. Stop Payment Cheque: The customer can mark his Cheque leaf as stop payment. Interest Rate Inquiry: The customer can query on the interest rates on CASA & Term Deposit Products. Foreign Exchange Rate Inquiry: The customer can query on the Foreign Exchange (FX) Rates using this function. Refill Pre-Paid Card: The customer can buy a refill number for his pre-paid mobile phone or ISP link. Change : The customer can change his Internet Banking using this function.
3.2.1: Extra Customer:
Features
for
Corporate
Letter of Credit: The customer can initiate the LC application through Internet Banking. Bank Guarantee: The customer can initiate the Bank Guarantee through Internet Banking. Limits Query: The customer can view his Loan Limits and Limits Utilization through Internet Banking. * 3rd Party transfer is not allowed as per Bangladesh Bank permission.
3.3 DBBL Condition:
Internet
Banking
and
(Please read these & Conditions Carefully) These & Conditions Carefully Provide information about the DBBL Internet Banking Service provided to s by DBBL and set out the rights and obligations of the DBBL, in connection with the use of the DBBL Internet Banking Service. In the event of any conflict between these & Conditions and Rules & Regulations Governing the ’s with DBBL, these & Conditions shall prevail. For the purpose of this document , Internet Banking refers to the Internet Banking Services provided DBBL such as balances enquiry, details about transactions in the s , state of , utility bill payment services etc. “”, “He / She” ,and / or “His/ Her means DBBL customers using DBBL Internet Banking and “DBBL” means Dutch – Bangla Bank Ltd. a company duly incorporated under the companies Act 1994, having its ed office at Sena Kalayan Bhaban (3rd , 4th , 5th and 10th floor)195 Motijhil C/A , Dhaka-1000,and its assigns in respect of which the service will be available.
1.Application for DBBL Internet Banking: 1.1
These & Conditions from the form between the s and DBBL for using Internet Banking. The shall apply in the prescribed form for use of Internet Banking. DBBL as its sole discretion to accept or reject any such.
1.2
By applying for Internet Banking for the first time, the s acknowledge and accept these & Conditions. Notwithstanding anything contained herein , all & Conditions All & Conditions pertaining to the s shall continue to apply.
2.
Internet Banking s and Security Procedures:
Access,
2.1
DBBL will provide the customer with unique customer identification (Customer ID) and a temporary pin () in the first time.
2.2
As a safety measure, the , as a customer should immediately change upon his/ her first . is requested to change his/her frequently thereafter as far as possible.
2.3
The customer acknowledges that the ID (customer ID) and the selected act as ’s authorization signature. This signature authorizes and validates directions given just as an actual written signature does.
2.4
is responsible for maintaining the confidentially of his/her ID and . should agree that he/she not under any circumstances disclose his/her to anyone, including anyone claiming to represent the bank or to someone giving assistance on a technical help desk in connection with the service. It should be clearly understood that Bank employees do not need ’s for any reason whatsoever.
2.5
If forgets the Internet Banking , he/she has to request for issue of a new by sending a written request to the Information Technology Division of DBBL.
2.6
If gives his/her to anyone on fails to safeguard its secrecy, he/she dose so at his/her own risk because anyone with will have access to his/her .
2.7
If the customer’s is lost/ stolen or is known by other individuals, he/she must notify DBBL immediately.
2.8
The agrees or acknowledges that DBBL shall in no way held responsible or liable if the incurs any loss as a result of the information being disclosed by DBBL regarding his/her s or carrying the instruction of the pursuant to the access of the Internet Banking .
3. Service Requirements:
Software
and
Hardware
3.1 is solely responsible for the maintenance, installations and operation of ’s computer and for the software used in accessing Internet Banking. 3.2 DBBL shall not be failure of electronic or mechanical equipment or communication links, telephone or other interconnection problems, normal maintenance, unauthorized access, theft, operator errors, severe weather, earth quakes, floods and strikes or other labor problems. 3.3
DBBL will not be held responsible for any computer virus that affect’s customer computer or the software while using Internet Banking or by accessing Internet Banking through the World Wide Web. (W.W.W).
4. Charges: 4.1 4.2
Charges are subjected to change from time to time at DBBK discretion. DBBL reserves the right to change and recover from the relevant service charges, as may be fixed time. The hereby authorizes DBBL to recover such charges from his/her s.
5. Unauthorized/ Fraudulent Activities: 5.1 Upon obtaining customer ID and , is requested to cheek the list of his/ her s with DBBL. If any of the is missing, please inform this to DBBL immediately. If a third party is linked to ’s ID, please
inform this to DBBL also. Do not access it or do not perform any transaction on that . Such activity, if done, will be treated as fraudulent activity. 5.2 If ’s believes unauthorized transaction is being made with his/her , he/she should change the immediately and notify the DBBL. 5.3 The should cheek the statements for all of his/her s for any unauthorized transaction transactions. In case of any discrepancy in details of any transaction carried out in respect of the , in that event should inform DBBL in writing
6.Online Transactions payment:
and
Utility
Bill
6.1 shall be responsible for all transfer transactions, opening Term Deposit and standing Instruction initiated through Internet Banking. 6.2 No third party transaction is allowed expect utility bill payment through DBBL, Internet Banking. 6.3 The Utility bill payment services are only available to customers of DBBL Internet Banking and shall cover all the utility bill payments of the different the utility service provider (Billers). 6.4 The should accept that he/she will be responsible for putting in the correct number and transaction amount for the fund transfer request. In such case, DBBL will nit be liable for any erroneous transaction incurred arising out of or relating to the customer entering wrong amount or number. 6.5 Upon the DBBL decision , there will be a transaction amount limit through Internet Banking . Maximum amount of transaction limit can be subjected to change from time to time at DBBL’S discretion. 6.6 Any transaction made after working hours or on public/ bank holydays, the transaction value date will be the next working day. 6.7 No transaction is allowed from a non-convertible take to a convertible .
6.8 Any Convertible rate of any foreign currency shown and interest rate only for customer’s convenience. It cannot be taken price quote from banker’s end.
7.Maintenance of Sufficient fund: 7.1 The shall ensure that there are sufficient funds (or prearranged credit facility) in his/her for transactions through the Internet Banking. 7.2 DBBL shall not be liable for any consequences arising out of its failure to carry out the instruction due to the inadequacy of funds and or credit facility.
8.Anti Money Laundering: 8.1 Customer should agree and confirm that he/she will not use this Internet facility for money laundering or violate any related law to the money laundering. 8.2 DBBL reserves the right to demand explanation from the regarding any matter pertaining to money laundering law of the country.
9.Preparatory Rights: 9.1 The acknowledge that the underlying the Internet banking as will as other internet related software which are required for accessing Internet banking are the legal property of the respective venders. 9.2 The permission given by DBBL to access Internet banking will not convey any proprietary or ownership right in such software. 9.3 The shall not attempt modify, translate, disassemble or reveres engineer the software underlying internet banking or create any derivative product based on the software.
10.
Governing Law:
10 .1 this term and / or operations in the s of the s shall be Governed by the laws of Bangladesh, in force.
10.2 DBBL may, in its absolute discretion, commence any legal action or Proceedings arising out of the for Internet banking in other court, Tribunal or other appropriate forum and the hereby consents to that Jurisdiction. 10.3 Any provision of the jurisdiction for Internet banking which is Prohibited or unenforceable in any jurisdiction shall, as to such Jurisdiction, be ineffective to the extent of prohibition or unenforceability But shall not invalidate the remaining provisions of the or affect Such provision in any other jurisdiction.
11.
Charges of :
11.1 DBBL shall have the absolute discretion to amend or supplement any of The at any time. such change to the shall be communicated to . By using any new services as may introduced by DBBL, the Shall be demand to have accepted the changed .
12. banking:
Termination
on
Internet
12.1 The may request for termination of the Internet banking any time by Giving a written notice of at least 15 days to DBBL. The termination shall Effect on the completion of the 15th day.
13.
Branch of and Condition :
13.1 must compensate for any loss that occurs as a result of his/her Breaking any term of these agreements.
Precautionary Note: In order to prevent unauthorized transaction through Internet Banking service , s are advised to strictly maintain the following:
• • • •
3.4
The should not be written anyway. should make sure that no one is physically watching his/her s when he/she is logging in. It is important to to click to ‘log out’ after completing his/ her internet banking session. should not leave his /her PC unattended with the browser and a valid name and cached as in such case anyone can gain access to the .
Security with Internet Banking:
•
DBBL Data Center is equipped with world’s number ‘one’ networking equipment from CISCO, such as switch, router and PIX firewall. The internet will only be able to access the Internet Banking if he is allowed by two firewalls- such as Check Point Firewall and CISCO Firewall. These firewalls will only allow the http and https traffic.
•
DBBL’s Internet Banking web server is certified by 128 bit data encryption SSL (Secure Socket Layer) server certificates issued by Verisign. Inc, USA. So when a customer hits our web site, the web browser automatically checks that the certificate of the server and the public ID are valid. Then his request will be executed with high level encryption.
•
ID of internet banking is mapped with the Customer ID, so there is no change to get other with his ID.
•
Transaction Limit has been set with each ID. So customer can do daily certain amount of transaction which has been specified in the product.
•
Customer’s ID of the Internet Banking and his will be printed in security PIN mailer and sent to the customer, so that he could only access his with proper authentication.
3.5 Manual of Internet Banking: 1. Connecting to Internet Banking: • •
Logging In Logging Out
2. My s: • • • •
Summary Details Activity Un cleared Funds
3. Transfer Funds: • • 4.
Bill Payments: •
5.
Funds Transfer Third party transfer funds.
Pay Bill
Standing Instructions:
•
Standing Instructions initiate
6. Deposits: • • 7.
Open term Deposit Modify term Deposit
Customer Services: • • • • • • •
Cheque status inquiry Stop cheque Interest rate inquiry Foreign exchange rate inquiry Payee maintenance Change Updating profile
Chapter -4 “Findings and Recommendation”
4.1 Findings & Analysis: During the three months Internship program at DBBL, Dhanmondi Branch almost all the desks have been observed by me. I have found theory deviates from the practice more or less through 3 months is not enough time to find out all the discrepancy between theory and practic. Among all experiences some noticeable observations are described below: •
As a private bank, Dutch Bangla Bank , Dutch Bangla Bank is trying it’s best to increase their service to the public.
•
DBBL has a bulk of qualified, experienced and dedicated human resources.
•
Employees are mostly courteous, co-operative, friendly in nature and eager to help despite the tremendous workload.
•
DBBL provide Internet Banking.
•
A good Working environment is remaining in Branch office.
•
DBBL established so many ATM booths throughout the Country.
•
DBBL has set up the Dutch –Bangla Bank Foundation in 1999 to extend financial to scholarly pursuit, arts and culture foreign and local financial to to scholarly pursuit, arts and culture foreign and local medical treatment.
•
DBBl often has problem with ATM machine.
•
Customer often complains that the ATMs are out of order.
•
The work load is not sound distributed between the employees of same level in the branch.
•
Lack of initiative to develop and expand new product.
•
Lack of employees satisfaction in the branch can be seen.
•
Lack of ment and products by the Bank. •
The decoration of Dhanmondi Branch should be improve.
•
Personal relationship should be build up with the customers. They can sent different gift item like calendar, diary , Eid cards / New Year cards.
•
The bankers need to be motivated in a proper manner as they are very often heavily burdened with work.
•
The higher-Level management of the bank should invite more participation from their subordinates.
•
The product should be promoted in new and an innovative ways.
•
The bank should provide sufficient manpower to the respective branches
•
DBBL provides the morden technology and enters truly on On-Line Banking and also provide ATM facility for the customer service .,but most of the customers do not know about Internet Banking and Different types of ATM cards , so DBBL should focus and vastly those kinds of facilities to the client.
•
Te authority should take initiative to improve their expertise in the Investment Businesses to be more prompt.
•
The relationship between bankers and client should be improve
•
As the worked load on the same level employees is not same so they should help each other.
•
DBBL should introduce motivated programs for it’s employees so that they can enhance their performance.
DBBL is one of those banks, which always wanted to be pioneer in services. In Bangladesh they are very early launch Internet Based Banking. To them an Internet based question was asked too. This ultimately helped them to know the current situation of the Internet as well to check the feasibility of anticipated products. In the era of technological advancement people are becoming friendlier towards the usage of Internet.. In addition to that, to their response questions like how long they use the Internet, how they rate the provider of Internet was also asked.
Acceptence of Internet Based Banking
No 20% Yes No Yes 80%
Figure: Recognition towards Internet based banking According to the responses it is clear to us that the quality of Internet service must be ensured. As a consequence of that they are showing much enthusiasm regarding online banking. Parts of their concern are measuring the feasibility of online banking in Bangladesh. What type of customers is using it, their nature of business, import & export figure etc. keeping this in mind the next graph has been constructed.
Relationship & Preferring Online Banking 20.00% 18.00% 16.00% 14.00% 12.00% 10.00% 8.00% 6.00% 4.00% 2.00% 0.00%
Yes
No
$35,000-$45,000
$45,000-$55,000
$55,000-$65,000
$65,000-$75,000
$75,000-$85,000
$85,000-$95,000
$95,000-$100,000
Above $100,000
Figure : Relationship between Import/export & preferring online Banking According to the analysis, corporate clients are ionate to use online banking but they are still apprehensive about it. One can see that as import & export volume increases the percentage decreases. The study shows that 20% of the total respondents that are not in favor of online banking on the other hand 80% are in favor of it.
Recommendations Though Dutch Bangla Bank has established its image as one of the best service provider for its potential customers; still they are yet not the market leaders. The bank has to overcome the shortcomings in the near future and offers new innovative products to retain its position as a leader amongst banks year after year. Some recommendations are given below based on the data analysis:
1) Issuing of brochures and leaflets: Bank should issue or print more brochures and leaflets with product details, were services and benefit of Dutch Bangla Bank should be clearly stated.
2) New policy ment: ment of changing policy and new rules should be sending to the customer.
3) Individual attention and care: Individual attention should be given to customers in order to better understand their needs and better satisfy them.
4) New Investment products: New investment schemes should be introduced to meet customer demands. Survey results indicated high amount dissatisfaction with current investment schemes and services. New personal savings, future investment products.
5) Elimination of contract employees: Contract employees should be eliminated from the customer service departments as they lack the commitment and willingness to serve customers. One serious mistake can take away valuable customers and years of relationship.
6) Use of marketing research: Regular research should also be conducted to find out customer expectations about various service aspects. Measuring customer expectations and satisfaction regular research at sufficient intervals should be conducted.
7) Reducing communication gap: Communication gaps can be bridged as it has been found that not every holder knows much about variety of services and products that they can get from Dutch Bangla Bank Suppose special campaigns, such as relation week were customers will be able to ask some designated banks personals about the bank. The front desk officers can be given a specialized training, so that they can give the customers a comprehensive idea about the bank and its services. Audiovisual equipment can be used inside the bank premises so that people can watch them while waiting for services.
8) Customer defined service standards: A formal service blueprint should be designed with appropriate service level standards to reduce the variability of service. These standards should customer defined and customer expectation should be considered while deciding on the service standards. The above steps will be implements by Customer service department within a very short time.
9) Focus on relationship strategies: The bank should focus more on existing customers in order to build strong and loyal relationship with them as the survey showed that satisfied customers more aptly or certainly recommends the bank to friends and relatives. Thus the power of relationship will foster positive Word of Mouth Communication and will attract new customers at a lower cost.
10) Clarity of the statements: The bank should redesign the format of its statement in to a clearer and easily understandable format. The survey showed a huge amount of dissatisfaction towards the current format of statements. It should be redesigned with inputs from customers and satisfying their requirements. The above mention steps will be implements by commercial banking service in a very short period.
11) Periodic trade service campaign: A campaign can be arranged for the new opening customers as well to the existing customers so they fee Dutch Bangla Bank is doing something extra for them.
12) Control over the mailing network: Dutch Bangla Bank should strictly monitor the courier services that are engaged in delivering mails and documents. Huge amounts delivery failures are being piled up at branches. So should have some control over its couriers and ensure proper delivery of mails and documents.
13) Introducing customized products: Dutch Bangla Bank to launch customized products so that a customer can feel that he/she is valued for Dutch Bangla Bank. For export use, special items, country to where the goods will be exported, keeping these factors in mind Dutch Bangla Bank can offer products like reducing charges for garments sector LCs, special loans to the export and other way round. These above steps will be implements by the trade service department soon at the end of this year.
Chapter -5 “Conclusion”
Conclusion Dutch Bangla Bank limited is a Bangladesh European t Venture Commercial Bank ed by the Bangladesh Bank. DBBL follows the rules and regulations prescribed by the Bangladesh Bank for all scheduled commercial Banks. The functions of the bank cover a wide range of Banking activities. As an intern the opportunity to work for this giant during the internship program. I got a vast opportunity to observe the overall service process of commercial banking. Dutch Bangla Bank limited truly follows all the rules and regulations prescribed by the Bangladesh Bank for all scheduled commercial Banks about Internet Banking. I also got the scope to interact with customers and reveal their expectations. I also observed that trade service has potential scope to growth at the same time customers are not fully aware of all the services that are offered by DBBL . DBBL is delivering services like other banks. But if services are offered at the augmented level definitely DBBL can become the market leader. The topic of this study is “Internet Banking of Dutch-Bangla Bank Limited”. The study indicates that the growth of Internet banking services in Bangladesh is positive enough to create attraction among the banks. On the top of that nationalized commercials banks are not that much efficient compare to foreign banks in of service efficiency. The study also reveals that DBBL has moderate level of satisfaction. So, finally I will say that this internship at Dutch Bangla Bank limited ,corporate banking service has enlarged my theoretical knowledge of Bachelor of Business istration in to some practical knowledge and made my BBA education more complete and applied. I give all my wished and regards so that it could become the leader of financial services in Bangladesh in near future.
Bibliography
Marketing Management – By Philip Kotler (Millenium Edition)
Corporate Brochure of the company
Statistics for Management –By Levin & Rubin
Marketing Research –By Boyd
Consumer Behavior - Building Marketing Strategy By Del Hawkins
Annual Repots of the Bank
Web site of the Bank
Table of Contents
TOPICS Letter of Transmittal Acknowledgment Executive Summary
PAGE NO. 1 2 3
Chapter -1 1.1
Origin of the study
4
1.2
Background of the study
4
1.3 Objective of the study 1.4 Scope of the study
4 5
1.5 Methodology
5
1.6 Limitations
6
Chapter -2 2.1: Introduction
7
2.2: Evaluation of the word “Bank”
7
2.3: Development of Banking Sector in Bangladesh
7
2.4: Background of DBBL
8
2.5: History of DBBL
9
2.6: Mission ,Vision and Core Objectives of DBBL
10
2.7: Management Setup
11-12
2.8: Service & Products
13-15
2.9: Corporate Social Responsibility (CSR)
17
Chapter# 3
3.0
Internet Banking
18
3.1
A/c Opening & Accessing Internet Banking
19-22
3.2: Internet Banking Features
23-24
3.3 DBBL Internet Banking and Condition
25-30
3.4 Security with Internet Banking
31
3.5 Manual of Internet Banking
32-40
Chapter -4 4.1 Findings & Analysis Recommendations
41-44 45-48
Chapter -5 Conclusion Bibliography
49 50
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