INTERNSHIP REPORT

ON
“Customers’ Satisfaction analysis on the
Banking Services of Dhaka Bank Limited:
Limited:
Data”.
Research is based on Primary Data ”.

Submitted by:

Borun Kumar
Registration No: 11427041
EMBA: 27th Batch

Date of submission: August 31, 2016

Page 1
 Univers off Dhaka
University
Department of Accounting
A & Information
mation Systems
S
Systems

Internship Report
port on:
“Custome
Customers’ Satisfaction analysis on the Banking
Services
ervices of Dhaka Bank Limited: Research
esearch is based on
Primary
rimary Data”.
D

Submitted
itted to:
Dr. Md. Sharif Hossain
Professor
University of Dhaka

Submitted
tted b
by:
Borun Kumar
Registration No: 11427041
EMBA: 27th Batch

Date
ate of submission: August 31, 2016

Page 2
 Letter of Transmittal
Le

August 31, 2016

To
Dr. Md. Sharif Hossain
Professor
Department of Accounting & In
Information Systems
University Of Dhaka

Subject: Submission of the Internship

Int report

Dear Sir,
I am submitting my internship
ip report titled “Customers’ Satisfaction analy
alysis on the Banking
Services of Dhaka Bank Limite
ited: Research is based on Primary Data” as partial
pa requirement of
internship program under MBA
A curriculum.

I would like to thank you forr assigning this report as it provided me with
ith the opportunity to
venture into the real life scena
enario and to broaden the horizon of my und
understanding on how
syndication is arranged and all the work that goes into it. I sincerely hope
ope that my work will
come up to the level of your expectation.
exp

I am ready to answer any query

ry about the topic as I have been submitting it for
f your judgment.

Sincerely Yours,

____________
Borun Kumar
Reg No: 11427041
Department of Accounting & In
Information Systems
University Of Dhaka

Page 3
 Acknowledgement

Successful completion of any work needs inspiration, guidance, and financial and logical help
from others. My study is not out of that. In preparing this report, different persons have extended
their helping hands to me. It would have not been possible for me to complete this report
without their helps. I am very much fortunate to get the sincere guidance and supervision from a
number experienced persons.

At first, I would like to express my deepest gratitude to Almighty God for giving me the strength
and composure to finish the task within the schedule time. In writing this report, I have drawn
materials from a variety of sources.

I would like to express my gratitude and indebtedness to my academic supervisor Dr. Md.
Sharif Hossain, Professor, Department of Accounting & Information Systems, University of
Dhaka for providing me all guidance and support that I needed. His sincere guidance, untiring
cooperation, valuable suggestions and inspirations of creating a unique report enabled me to
overcome all the problems during the course of my internship program and while preparing this
report

I would like to thank Mr. Md. Abdul Muhayemen, Vice President, Uttara Branch, Dhaka Bank
Limited for giving me all the information and help that I have needed during the internship
period.

Finally, I would like to thank my respondents who sacrificed their valuable time for me. I would
like to give many special thanks and inexpressible greets to my faculties, and other officials of
the University for giving me good advice, suggestions, inspiration, support and help.

I would like to thank all the reader and user of this report.

Page 4
 Executive Summary

Man does not know everything by born. Time goes and man knows many new things through
passing the time. With the necessity raised by time, we have to have institutional education,
which primarily focuses on the theoretical knowledge, in order to improve our knowledge and
know many unknown things. However, theoretical knowledge alone is not sufficient to make
perfect thinking capability about the newly arrived problems about many things needed to keep
pace with demand of life in the ongoing world. The perfect coordination between theory and
practice is also of paramount importance in the context of the modern business world in order to
resolve the dichotomy between the theoretical and practical areas. Internship Program brings a
student closer to the real life situation and thereby helps to launch a career with some prior
experience. The internship program at Dhaka Bank Limited helped me a lot to learn about the
practical environment and situation of a financial institution and make up a bridge between the
theoretical and practical aspects.

This report has been prepared as the requirement of the MBA program of Department of
Accounting & Information Systems, University of Dhaka. The topic of my report is “Customers’
Satisfaction analysis on the Banking Services of Dhaka Bank Limited: Research is based on
Primary Data”.

The report discusses about service quality dimension of Dhaka Bank Limited and customers
satisfaction on those four dimensions. The final report covers the following chapters:

The first chapter includes Introduction, Origin of the Study, Purpose of the study, Objective of
the study, Significance of the Study, Scope of the study, and the limitation of the study. The
Second chapter of this report covers Literature Review includes an overview of Banking
industries of Bangladesh and about Dhaka Bank Limited.
The Third chapter of this report covers Methodology & Findings from the study. This part of
this report will precisely focus on the issues like Data type, source, questionnaire design, data
collection, sample size, hypothesis development and data analysis. I will try to analyze and
findings the performance of the organization based on questionnaire. I have used Frequency
Distribution & The Chi-Square Test to analysis Customers’ Satisfaction level on the Banking
Services.
In Forth chapter, I will cover some recommendation and the concluding remarks based on the
organizations microenvironment. In the supplementary part, there will be references and
appendixes and sample questionnaire design.

Page 5
 Table of Content

SL Name Page No
Title Page
Cover Page
Letter of Transmittal i
Acknowledgment ii
Executive Summary iii
Table of Content iv
Introduction
1.1 Introduction 1
1.2 Origin of the Study 1
Chapter 1.3 Purpose of the Study 2
One 1.4 Objective of the Study 2
1.5 Significance of the Study 3
1.6 Scope of the Study 3
1.7 Limitations of the Report 3
Literature Review
2.1 Overview of Banking Industries of Bangladesh 4
2.2 About Dhaka Bank Limited 5
Chapter 2.3 Dhaka Bank at a Glance 6
Two 2.3.1 Mission Statement 6
2.3.2 Vision Statement 6
2.3.3 Goal of Dhaka Bank Limited 6
2.3.4 Company Philosophy 6
Methodology & Findings
3.1 Methodology 7
3.2 Research Design 7
Chapter 3.3 Questionnaire 7
Three 3.4 Method for Data Collection 8
3.5 Frequency Distribution Analysis 9-24
3.6 The Chi-Square Test 25-31
3.7 Summary of Findings 32
Recommendations and Conclusion
Chapter 4.1 Recommendations 33
Four 4.2 Conclusion 34
Bibliography 35
Abbreviated Terms 36
Appendix 37-40

Page 6
 Chapter One
Introduction

Page 7
1.1 Introduction

All over the world, the dimension of Banking has been changing rapidly due to Deregulation,
Technological innovation and Globalization. Banking in Bangladesh has to keep pace with the
global change. Now Banks must compete in the market place both with local institutions as well
as with foreign ones. To survive and thrive in such a competitive banking world, two important
requirements are development of appropriate financial infrastructure by the central bank and
development of “professionalism” in the sense of developing an appropriate man power
structure and its expertise and experience. To introduce skilled Banker, only theoretical
knowledge in the field of banking studies is not sufficient. An academic course of the study has
a great value when it has practical application in real life situation. Therefore, I need proper
application of my knowledge to get some benefit from my theoretical knowledge make it more
tactful.

In a simple word, Excellence is the Capacity of producing desired result. Therefore, Excellence
of customer is, how customers perceive services, how they assess whether they have
experienced quality services and whether they are satisfied or not. When it refers to Excellence
of customer, we assume that the dimensions of services and the ways in which customer
evaluate services are similar where the customer is internal & external of the organization.

1.2 Origin of the Study

In today’s world, only academic education does not make a student perfect to become
competitive with the outside world. Research is highly needed to gain idea, knowledge and
experience. From this research, I get the opportunity to learn facing the real banking world. This
report has been prepared as the requirement of the MBA program. I have prepared this report
based on “Customers’ Satisfaction analysis on the Banking Services of Dhaka Bank Limited:
Research is based on Primary Data”.

Page 8
1.3 Purpose of the Study

The purposes of the study are to present the relationship between Level of Customers
Satisfaction and Banking Services in Dhaka Bank Limited, the leading private bank in
Bangladesh. This study attempted to understand the customer satisfactions & perceptions on
different service quality dimensions while dealing with this bank.

1.4 Objective of the Study

There are mainly two objectives behind the preparation of this report- primary objective and
secondary objective.

1.4.1 Primary objective:

To measure the level of customers satisfaction.

To find out the way to improve customers satisfaction.

1.4.2 Secondary objective:

To give an overview of operations of DBL.

To identify the problems and solutions related with the banking services, which are
provided by the bank.

To analyze the gap between expectation and satisfaction of customers regarding the
services provided by Bank.

At last to relate theoretical knowledge with practical experience in several functions of

bank.

Fulfillment of the MBA Program and Internship Program requirements.

Page 9
1.5 Significance of the Study

When students reading this report they can know what is the customers satisfaction about
banking services in Bangladesh. On the other hand, Banks can identify their customers thinking
about their Banking services. By reading this report, general people can understand the position
of the Banks in our country.

1.6 Scope of the Study

Banks provides different types of service to its customers. It provides good service with good
behavior to their customer. So, the customers feel excellent to their services and behavior. Here
we are focusing on finding out the level of customer’s satisfaction on the Banking Services.

1.7 Limitations of the Study

This report is based mainly on interpreting primary data. Secondary data also needed for
analyzing plans, but for the purpose of the betterment of the present position of customer
service. However, I was tried my best to prepare a comprehensive and well-organized report
based on the “Customers’ Satisfaction analysis on the Banking Services of Dhaka Bank Limited:
Research is based on Primary Data” some limitations are yet present.

There are some specific problems and limitations those are facing during the entire process of
preparing the report. Some of them are-

Secrecy or Confidentiality is a crucial matter in this organization. As a intern it is not

possible to reach those secret topics
The bank’s officials sometimes are busy enough to explain me some of the functions
though their cooperation was unquestionable.
In case of survey, some customers did not help me providing the answers of the
questions mentioned in the questionnaire.
Large-scale research is not possible due to constraints and restrictions posed by the
organization.

Page 10
 Chapter Two

Literature Review

Page 11
2.1 Banking industry in Bangladesh: Overview

Bangladesh is a third world country with an under developed banking system, particularly in
terms of the services and customer care provided by the government run banks. Recently the
private banks are trying to imitate the banking structure of the more developed countries.

History- The Pakistani banking system at independence (14 August 1947) consisted of two
branch offices of the former State Bank of Pakistan and seventeen large commercial banks, two
of which were controlled by Bangladeshi interests and three by foreigners other than West
Pakistanis. There were fourteen smaller commercial banks.

Virtually all banking services were concentrated in urban areas. The newly independent
government immediately designated the Dhaka branch of the State Bank of Pakistan as the
central bank and renamed it the Bangladesh Bank. The Bangladesh government initially
nationalized the entire domestic banking system and proceeded to reorganize and rename the
various banks. Foreign-owned banks were permitted to continue doing business in Bangladesh.
The government's encouragement during the late 1970s and early 1980s of agricultural
development and private industry brought changes in lending strategies. Managed by the
Bangladesh Krishi Bank, a specialized agricultural banking institution, lending to farmers and
fishermen dramatically expanded. The number of rural bank branches doubled between 1977
and 1985, to more than 3,330.

One major exception to the management problems of Bangladeshi banks was the Grameen
Bank, begun as a government project in 1976 and established in 1983 as an independent bank. In
the late 1980s, the bank continued to provide financial resources to the poor on reasonable terms
and to generate productive self-employment without external assistance. Its customers were
landless persons who took small loans for all types of economic activities, including housing.
About 70 percent of the borrowers were women, who were otherwise not much represented in
institutional finance. Collective rural enterprises also could borrow from the Grameen Bank for
investments in tube wells, rice and oil mills, and power looms and for leasing land for joint
cultivation.

Page 12
2.2 About Dhaka Bank

Dhaka Bank Limited is the brainchild of a host committed entrepreneurs and farsighted
dreamers of banking excellence. Established in July 5, 1995, the bank is now an admired
provided of financial services and has positioned itself as a strong brand in the mind of
customers. ‘Excellence in Banking’ is our motto and to become the best performing bank in the
country is our mission. As a leading private commercial bank in Bangladesh, quality products
and services, superior technology and highly motivated personnel to realize your dream back our
eminence. We are recognized for our good governance practices, compliance with regulatory
and guidelines, flexibility to growing needs and adaptability to the changing world.

The Bank has 87 Branches, 3 SME Service Centers, 1 Business Kiosk, and 1 offshore Banking
Unit along with 53 ATMs & 19 ADMs across the country and a wide network of correspondents
all over the world. Total Assets of DBL is around Tk. 176 Billion, equivalent to USD 2.24
Billion as at the close of 2015. With a total 4, 39,544 customer-bases (accounts), Tk. 139 Billion
in Deposits and Tk. 118 Billion in Advances, Dhaka Bank Limited turn out to be a change agent
to contribute to stand-out economic growth of Bangladesh.

The Bank offers the full range of banking and investment services for personal and corporate
customers, backed by the state–of–the-art technology and a team of highly motivated
Professionals. As an integral part of our commitment to Excellence in Banking, Dhaka Bank
Limited now offers the full range of real-time online banking services through its all Branches,
ATMs and Internet Banking Channels.

Dhaka Bank Ltd. is the preferred choice in banking for friendly and personalized services,
innovative technology, tailored solutions for business needs, global reach in trade and commerce
and high yield on investments.

Page 13
2.3 DBL at a Glance

2.3.1 Mission Statement of DBL

To be the premier financial institution in the country providing high quality products and
services backed by latest technology and a team of highly motivated personnel to deliver
Excellence in Banking.

2.3.2 Vision Statement of DBL

At Dhaka Bank, we draw our inspiration from the distant stars. Our team is committed to assure
a standard that makes every banking transaction a pleasurable experience. Our endeavor is to
offer you razor sharp sparkle through accuracy, reliability, timely delivery, innovative
technology, and tailored solution for business needs, global reach in trade and commerce and
high yield on your investments.

2.3.3 Goal of DBL

Our people, products and processes are aligned to meet the demand of our discerning customers.
Our goal is to achieve a distinction like the luminaries in the sky. Our prime objective is to
deliver a quality that demonstrates a true reflection of our vision – Excellence in Banking.

2.3.4 Company Philosophy

The motto or the philosophy of the Bank is “Excellence in Banking” whether in Personal,
Corporate, Treasury or Trade transactions of Dhaka Bank Limited is committed to provide the
best. Meeting the demand of the bank’s discerning customers is not the sole objective. The Bank
endeavor to deliver a quality that makes every transaction a pleasurable experience. Dhaka Bank
feels that, if they can meet maximum clientele requirements in less time with efficiency, then
they will be able to accomplish a successful business in the world of banking. Their main
objective is – they want to provide every single customer service available in today is banking
procedure for their clientele. Thus, they can guarantee the excellence in banking to their
valuable customers.

Page 14
Chapter Three
Methodology
&
Findings

Page 15
3.1 Methodology

In this study, the research are conducted to find out and understanding of the overall banking
industry and to identify some of the attributes of service quality in Banks. Sample data is
collected from the personal account holder and clients of Dhaka Bank Limited.

3.2 Research design

Here, I have used The Chi-Square Test to Analysis the “Customers’ Satisfaction analysis on the
Banking Services of Dhaka Bank Limited: Research is based on Primary Data”. The survey was
designed to deliver robust quantitative measures and illustrative quality insight, which was,
captured through employment of both qualitative and quantitative research methods using a
structured questionnaire. This structured questionnaire was the major tool of this research paper.
I analyzed and presented the data by percentage, graphical presentation techniques, used pie
charts. I tried to analyze the major or critical findings.

3.3 Questionnaire

I have developed a structured questionnaire in such a way so that it helps to obtain feedback
from a small but representative sample of potential respondents. This activity involved more
informal, open-ended interviews with several potential respondents as per the sample. In
designing the questionnaire form, the following conditions put into account:

It would be easy to read and understand

It would be concise and easy to complete
It would measure specifics of the worker satisfaction and work environment.
It would be sufficient to be conclusive.

The report has been prepared based on the experience gained during the period of the internship.
Here both quantities and qualitative data are included. However, this report is qualitative in
nature.

Page 16
 Survey method: I made a detailed questionnaire for my survey. I have collected the data
from both secondary source and primary source.
Sample size: For conducting my research, total sample size was 50.
Sampling technique: For customer’s interview, I used non-probability convenience
sample.

3.4 Methods of Data

Data Collection

The important feature of the report is the use of both primary and secondary data. The data are
collected from two sources:

3.4.1 Primary sources

Face-to-face conversation with the respective officer and staff of the Branch.
Face-to-face Conversation with the customers.
Relevant file study as provided by the officers concerned.

3.4.2 Secondary sources

The secondary data are collected from different conceptual matters & the sources that are used
in the study include:

Internal Sources:
Annual report of Dhaka Bank Limited
Prospectus and other documents of Dhaka Bank Limited
Prior research report
Website

External Sources:
Different books and periodicals related to the banking sector
Bangladesh Bank Report

Page 17
3.5 Frequency Distribu
stribution Analysis

It refers a set of data organize

ized by summarizing the number of times a pparticular value of a
variable occurs. Therefore, to an
analyze my respondents answer I did frequency
ncy distribution.

3.5.1 Gender

Particulars Total
tal Respondents Frequency Cumulative Frequency
C
Male 26 52.00% 52%
Female 24 48.00% 100%
Total: 50 100.0%

Gender

48.00% Male
Female
52.00%

My sample size was 50. Amon

ong them I found that, there is 52% male and
nd 48% female. In the
above table, we can also see th
that female is 24 and male is 26 among my total
to respondent. The
ratio can be show graphically above
ab in the pie chart.

Page 18
3.5.2 Age

Particulars Total
tal Respondents Frequency Cumulative Frequency
C
15-30 years 24 48.00% 48%
31-45 Years 15 30.00% 78%
46-60 Years 9 18.00% 96%
more than 60 Years 2 4.00% 100%
Total: 50 100.0%

Age
4.00%

18.00% 15-30
30 years
yea

31-45
45 Years
Yea
48.00%
46-60
60 Years
Yea

more
ore than 60 Years

30.00%

I have divided my respondents’

nts’ age group into four classes. Among them
m 15-30 years old are
48% customers. 31-45 years old
ol are 30%. 46-60 years old are 18% custom
tomers. More than 60
years old are 4% customers. The
Therefore, I can say that most of the respondent
ents are between 31-45
years old.

Page 19
3.5.3 Educational qualification
ation

Particulars Total Respondents Frequency Cumulative Frequency

C
Master Degree 31 62.00% 62%
Bachelor Degree 11 22.00% 84%
Higher Secondary Certificate 4 8.00% 92%
Secondary School Certificate 2 4.00% 96%
Primary School Certificate 2 4.00% 100%
Total: 50 100.0%

Educ
Educational qualification
4.00%
4.00%

Master
ter Degree
Degr
8.00%
Bachelor
helor Deg
Degree

Higher
er Secondary
Secon Certificate

22.00% Secondary
ndary Sc
School Certificate
62.00%
Primary
ary Scho
School Certificate

I have divided my respondents

nts’ education qualification group into four classes.
cl Among them
62%, customers are Masters Degree
D completed. 22% of customers have Bachelor
B degree. 8%
customers are HSC passed. 4%
% customers have Secondary School Certificat
icates. Therefore, I can
say that most of the respondents
nts have Masters Degree.

Page 20
3.5.4 What type of account
nt you maintain with this bank?

Particulars Tota
otal Respondents Frequency Cumulative Frequency
Cu
Current Account 9 18.00% 18%
Saving account 27 54.00% 72%
Fixed Account 7 14.00% 86%
Business Account 6 12.00% 98%
Others 1 2.00% 100%
Total: 50 100.0%

Types of Account
2.00%

12.00% 18.00%

Current Account

14.00% Saving Account

Fixed Account
Business Account
Others

54.00%

Here analysis shows that amon

ong the total respondents, 54% customers havhave Saving Accounts
and 18% customers have Currurrent Accounts. Fixed accounts have 14% customers
c and 12%
customers have Business Accou
ounts. Therefore, we can say that most of thee customers
c have liked
to open Saving Account in Dhak
haka Bank Limited.

Page 21
3.5.5 General Banking Services

Particulars Total Respondents Frequency Cumulative Frequency

C
Strongly Satisfied 35 70.0% 70%
Satisfied 10 20.0% 90%
Neutral 5 10.0% 100%
Dissatisfied 0 0.0%
Strongly Dissatisfied 0 0.0%
Total: 50 100.0%

Gen
General Banking Services
80.00%
70.00%
70.00%

60.00%

50.00%

40.00%

30.00%
20.00%
20.00%
10.00%
10.00%
0.00% 0.00%
0.00%
Strongly Satisfied Satisfied Neutral Dissatisfied Strongly
Dissatisfied

My sample size was 50. Here an

analysis shows that among the total responden
ents 70%, respondents
are strongly satisfied and 20%
0% respondents are satisfied with this ban
ank General Banking
Services. In addition, we foundd that 10% respondents are neutral.

Page 22
3.5.6 Internal Banking Services
vices

Particulars Total Respondents Frequency Cumulative Frequency

C
Strongly Satisfied 36 72.0% 72%
Satisfied 8 16.0% 88%
Neutral 6 12.0% 100%
Dissatisfied 0 0.0%
Strongly Dissatisfied 0 0.0%
Total: 50 100.0%

Inter Banking Services

Internal
80.00%

70.00%

60.00%

50.00%

40.00%
72.00%
30.00%

20.00%

10.00% 16.00% 12.00%

0.00% 0.00% 0.00%
Strongly Satisfied Satisfied Neutral Dissatisfied Strongly
Dissatisfied

This bank shows sincere interes

rest in Internal Banking Services. After analys
lysis, the statement we
found that most of the custom
tomers are strongly satisfied which is 72.00%
0%. Also, found that
16.00% customers are satisfied
ied with this statement and 12.00% customerss are committed with
natural.

Page 23
3.5.7 Personal Loan Services

Particulars Total Respondents Frequency Cumulative Frequency

C
Strongly Satisfied 24 48.0% 48%
Satisfied 20 40.0% 88%
Neutral 4 8.0% 96%
Dissatisfied 2 4.0% 100%
Strongly Dissatisfied 0 0.0%
Total: 50 100.0%

Per
Personal Loan Services
60.00%

50.00% 48.00%

40.00%
40.00%

30.00%

20.00%

10.00% 8.00%
4.00%
0.00%
0.00%
Strongly Satisfied Satisfied Neutral Dissatisfied Strongly
Dissatisfied

Here analysis shows that among

ong the total respondents, 48.00% customers are
a strongly satisfied
and 40.00% customers are satisfied
sat with the personal loan services off D
Dhaka Bank Ltd. In
addition, 8.00% people are neut
utral and the rest of the customers are dissatisfi
isfied.

Page 24
3.5.8 Priority Banking Services

Particulars Total Respondents Frequency Cumulative Frequency

C
Strongly Satisfied 23 46.0% 46%
Satisfied 20 40.0% 86%
Neutral 6 12.0% 98%
Dissatisfied 1 2.0% 100%
Strongly Dissatisfied 0 0.0%
Total: 50 100.0%

Prio
Priority Banking Services
50.00% 46.00%
45.00%
40.00%
40.00%
35.00%
30.00%
25.00%
20.00%
15.00% 12.00%
10.00%
5.00% 2.00%
0.00%
0.00%
Strongly Satisfied Satisfied Neutral Dissatisfied Strongly
Dissatisfied

Here analysis shows that among

ong the total respondents, 46.00% customers are
a strongly satisfied
and 40.00% customers are satisfied
sat with this statement. They think that
tha Dhaka Bank Ltd.
performs the Services right the
he first time. In addition, 12.00% customers are neutral and the rest
of the customers are dissatisfied
ied.

Page 25
3.5.9 Current Account Services
rvices

Particulars Total Respondents Frequency Cumulative Frequency

C
Strongly Satisfied 30 60.0% 60%
Satisfied 11 22.0% 82%
Neutral 6 12.0% 94%
Dissatisfied 3 6.0% 100%
Strongly Dissatisfied 0 0.0%
Total: 50 100.0%

Curr
Current Account Services
70.00%
60.00%
60.00%

50.00%

40.00%

30.00%
22.00%
20.00%
12.00%
10.00% 6.00%
0.00%
0.00%
Strongly Satisfied Satisfied Neutral Dissatisfied Strongly
Dissatisfied

The above figure shows 60%

% of the total customer are said that this bank
ban Current Account
Services are excellent that is they
the are fully satisfied regarding the productt and
a service of Dhaka
Bank Limited, 22% are said go
good. Therefore, we can say that customers are satisfied regarding
product and service of Dhaka Bank
Ba Limited.

Page 26
3.5.10 Bank’s Borrowing Service
Services

Particulars Total Respondents Frequency Cumulative Frequency

C
Strongly Satisfied 25 50.0% 50%
Satisfied 8 16.0% 66%
Neutral 16 32.0% 98%
Dissatisfied 1 2.0% 100%
Strongly Dissatisfied 0 0.0%
Total: 50 100.0%

Bank Borrowing Services

60.00%
50.00%
50.00%

40.00%
32.00%
30.00%

20.00% 16.00%

10.00%
2.00%
0.00%
0.00%
Strongly Satisfied Satisfied Neutral Dissatisfied Strongly
Dissatisfied

The above figure shows, 50.00%

00% of the total customers are said that Bankk borrowing
b procedure
and services are excellent that
at is they are fully satisfied regarding the loan
oan issuing procedure,
16% customers are satisfied on the Bank borrowing services. In addition, 32
32.00% customers are
neutral and the rest of the respon
pondents are dissatisfied.

Page 27
3.5.11 Saving Account Services

Particulars Total Respondents Frequency Cumulative Frequency

C
Strongly Satisfied 30 60.0% 60%
Satisfied 9 18.0% 78%
Neutral 9 18.0% 96%
Dissatisfied 2 4.0% 100%
Strongly Dissatisfied 0 0.0%
Total: 50 100.0%

Savi Account Services

Saving
70.00%
60.00%
60.00%

50.00%

40.00%

30.00%
18.00% 18.00%
20.00%

10.00%
2.00% 0.00%
0.00%
Strongly Satisfied Satisfied Neutral Dissatisfied Strongly
Dissatisfied

The above figure shows 60.00%

00% of the total customers are said that the ba
bank Saving Account
Services are excellent that is they
the are fully satisfied regarding the productt and
a service of Dhaka
Bank Limited, 18.00% are said
aid well. In addition, 18.00% customers are neutral
ne and the rest of
the respondents are dissatisfied
ied. Therefore, we can say that customers are satisfied regarding
product and service of Dhaka Bank
Ba Limited.

Page 28
3.5.12 ATM & Branches Services
ervices

Particulars Total Respondents Frequency Cumulative Frequency

C
Strongly Satisfied 26 52.0% 52%
Satisfied 12 24.0% 76%
Neutral 4 8.0% 84%
Dissatisfied 8 16.0% 100%
Strongly Dissatisfied 0 0.0%
Total: 50 100.0%

ATM & Branches Services

60.00%
52.00%
50.00%

40.00%

30.00%
24.00%

20.00% 16.00%

10.00% 8.00%

0.00%
0.00%
Strongly Satisfied Satisfied Neutral Dissatisfied Strongly
Dissatisfied

Here analysis shows that among

ng the total respondents, 52.00% respondents
ts are
a strongly satisfied
and 24.00% respondents are sati
satisfied with the ATM & Branches services of Dhaka Bank Ltd. In
addition, 8.00% respondents are neutral and the rest of the responde
dents are dissatisfied.
Therefore, we can say that Dh
Dhaka Bank needs to increase ATM booth and
an Branches so that
customers can easily withdraw
w ttheir money by anywhere.

Page 29
3.5.13 Internet & Mobile Banking
Bankin Services

Particulars Total Respondents Frequency Cumulative Frequency

C
Strongly Satisfied 26 52.0% 52%
Satisfied 10 20.0% 72%
Neutral 5 10.0% 82%
Dissatisfied 9 18.0% 100%
Strongly Dissatisfied 0 0.0%
Total: 50 100.0%

Internet
nternet & Mobile Banking Services
60.00%
52.00%
50.00%

40.00%

30.00%
20.00%
20.00% 18.00%

10.00%
10.00%
0.00%
0.00%
Strongly Satisfied Satisfied Neutral Dissatisfied Strongly
Dissatisfied

The above figure shows that total

to numbers of the customer are fully satisfi
isfied regarding online
banking system by Dhaka Bank
nk Limited. 52.00% of customers are stronglyy satisfied
s and 20.00%
said well that is they are sa
satisfied, 10.00% are said average but 18.0
8.00% customers are
dissatisfied with the bank Intern
ternet & Mobile Banking Services. Therefore,
re, we can say that the
general customers are quite ddissatisfied regarding online banking syste
stem by Dhaka Bank
Limited.

Page 30
3.5.14 Islamic Banking Services
rvices

Particulars Total Respondents Frequency Cumulative Frequency

C
Strongly Satisfied 18 36.0% 36%
Satisfied 10 20.0% 56%
Neutral 14 28.0% 84%
Dissatisfied 8 16.0% 100%
Strongly Dissatisfied 0 0.0%
Total: 50 100.0%

Islam Banking Services

Islamic
40.00%
36.00%
35.00%

30.00% 28.00%

25.00%
20.00%
20.00%
16.00%
15.00%

10.00%

5.00%
0.00%
0.00%
Strongly Satisfied Satisfied Neutral Dissatisfied Strongly
Dissatisfied

This bank shows sincere interes

rest in Islamic Banking Services. After analys
lysis, the statement we
found 36.00% of customers are
re strongly satisfied and 20.00% of customers
rs are
a satisfied, 28.00%
are said average but 16.00% customers
cu are dissatisfied with the bank Islami
mic Banking Services.
Therefore, we can say that the
th general customers are quite dissatisfied
ied regarding Islamic
Banking Services provided byy D
Dhaka Bank Limited.

Page 31
3.5.15 Remote Banking Services
rvices

Particulars Total Respondents Frequency Cumulative Frequency

C
Strongly Satisfied 15 30.0% 30%
Satisfied 12 24.0% 54%
Neutral 10 20.0% 74%
Dissatisfied 13 26.0% 100%
Strongly Dissatisfied 0 0.0%
Total: 50 100.0%

Rem
Remote Banking Services
35.00%
30.00%
30.00%
26.00%
24.00%
25.00%
20.00%
20.00%

15.00%

10.00%

5.00%
0.00%
0.00%
Strongly Satisfied Satisfied Neutral Dissatisfied Strongly
Dissatisfied

Here analysis shows that most

st of
o the customers were dissatisfied which was 26.00 %. They are
not satisfied Dhaka Bank’s rem
emote banking services. Among the total 20.0
.00 % are neutral and
24.00% customers are satisfied
ied. Therefore, we can say that Dhaka bankk needs to open new
branch in remote area and other
er cities of Bangladesh.

Page 32
3.5.16 International Banking
ing Services
Ser

Particulars Total Respondents Frequency Cumulative Frequency

C
Strongly Satisfied 12 24.0% 24%
Satisfied 15 30.0% 54%
Neutral 11 22.0% 76%
Dissatisfied 12 24.0% 100%
Strongly Dissatisfied 0 0.0%
Total: 50 100.0%

Interna
International Banking Services
35.00%
30.00%
30.00%
24.00% 24.00%
25.00% 22.00%
20.00%

15.00%

10.00%

5.00%
0.00%
0.00%
Strongly Satisfied Satisfied Neutral Dissatisfied Strongly
Dissatisfied

Here we found that most off the customers are dissatisfied with the International
Int Banking
Services of Dhaka Bank ltd.. Total
T sample size is 50. Among the totall respondents
re 24.00%,
customers are dissatisfied andd 22.00% customers are natural. Others are
re satisfied and highly
satisfied. Therefore, I think that
th Dhaka bank needs to improve their International
In Banking
Services so that customers aree eeasily made their foreign trade from this bank.
nk.

Page 33
3.6 The Chi-
Chi-Square Test

The chi square test for independence of two variables is a test, which uses a cross-classification
table to examine the nature of the relationship between these variables.

For two variable of classification, the formula of chi-square test is given by

−
=

;which is distribute as chi-square with Degree of Freedom (df) = (r - 1) * (c - 1)

Here,
= Observed frequency

= Expected frequency

∑∑ = Summation

= Chi Square value

Let the Level of significance is α

At α level of significance with (r - 1) (c - 1) degrees of freedom for equation we find the table of

the test statistics. We compare the calculated value of the test statistic with the table value. If

the calculated value of is greater than the table value of the test statistic, we reject the null
hypothesis and this indicates that there exist the significant difference between theory and

observation. On the other if the calculated value of is less than table value of the test

statistic, we accept the null hypothesis, this simply mean that fits the data very well. It may be

noted that test depends only on the sets of observed and expected frequencies and degree of

freedom. It does not make any assumption regarding the form of the population from which the
simple observations are drawn.

Page 34
Conditions of Validity of the Test

The chi-test is an approximate test for large value of n. the following conditions must be
satisfied for the validity of “goodness of fit” between theory and experiment.

The sample observation are drawn at random and independently from a population,
The summation of observed frequencies must be equal to the summation of expected
frequencies.
The total frequency should be reasonably large.
The expected cell frequencies for each cell should be greater than or equal to five. If
expected cell frequency is less than 5, we have to pool it with the preceding or

succeeding frequency for the application of the -test, so that the pooled frequency
will be greater than or equal to 5 and finally we have to adjust the degrees of freedom
due to the lost in pooling.

Uses of the Test

The chi-test is one of the most popular, simple and widely applicable non-parametric tests in the
field of business, economics, banking, finance, management, medical science etc. The most

important applications of are given bellow:

For testing hypothesis that population variance is equal to specified value.

For testing homogeneity of a set of several. Population variance.
For testing homogeneity of several population correlation coefficient.
For testing independency of several attributes or variates.
For testing the goodness of fit.
For testing that, two or more than two populations are identical or not.

Page 35
Solution:

Here the null hypothesis to be tested is

H0: Two attributes level of customers satisfaction and banking services are
independent against the alternative hypothesis is
H1: They are associated

Under null hypothesis, the test statistic is given by

−
=

;which is distribute as chi-square value ( ) with (r - 1) * (c - 1) Degree of Freedom

Degree of Freedom (df) = (r - 1) * (c - 1)

Degree of Freed om = (5-1) * (12-1)

Degree of Freedo m = 44

Page 36
Observed Frequencies (O
(Oij):

Table-
Table-1: Classification of two attributes Banking Services & Level of Customers

Satisfaction

Strongly Satisfied Neutral Dissatisfied Strongly

Satisfied Dissatisfied
Name of Banking Services Level of Customers Satisfaction
5 4 3 2 1 Total
1 General Banking 35 10 5 0 0 50
Services
2 Internal Banking Services 36 8 6 0 0 50
3 Personal Loan Services 24 20 4 2 0 50
4 Priority Banking Services 23 20 6 1 0 50
5 Current Account Services 30 11 6 3 0 50
6 Bank Borrowing Services 25 8 16 1 0 50
7 Saving Account Services 30 9 9 2 0 50
8 ATM & Branches 26 12 4 8 0 50
Services
9 Internet & Mobile 26 10 5 9 0 50
Banking Services
10 Islamic Banking Services 18 10 14 8 0 50
11 Remote Banking Services 15 15 10 10 0 50
12 International Banking 12 17 11 10 0 50
Services
Total: 300 150 96 54 0 600

Page 37
Expected frequency (E
(Eij ):

We have to calculate the expect

ected frequencies for each cell. Let Eij be thee expected
e frequencies
corresponding to the ith row and
nd jth column which are given by

Table-
Table-2: Calculation of Expected Frequencies

Strongly Satisfied Neutral Dissatisf

tisfied Strongly
Satisfied Dissatisfied
Name of Banking Services Level of Customers Satisfac
faction
5 4 3 2 1 Total
1 General Banking
ng 25 12.5 8 4.5 0 50
Services
2 Internal Banking
ng 25 12.5 8 4.5 0 50
Services
3 Personal Loan Services 25 12.5 8 4.5 0 50
4 Priority Banking Services 25 12.5 8 4.5 0 50
5 Current Account Services 25 12.5 8 4.5 0 50
6 Bank Borrowing Services 25 12.5 8 4.5 0 50
7 Saving Account Services 25 12.5 8 4.5 0 50
8 ATM & Branches
es 25 12.5 8 4.5 0 50
Services
9 Internet & Mobile
ile 25 12.5 8 4.5 0 50
Banking Services
10 Islamic Banking Services 25 12.5 8 4.5 0 50
11 Remote Banking
ng 25 12.5 8 4.5 0 50
Services
12 International Banking
ng 25 12.5 8 4.5 0 50
Services
Total:
l: 300 150 96 54 0 600

Page 38
 Now we calculate Chi-Square ( ) Value:

( − ) ( − ) ( − ) ( − ) ( !− ) ( − )
= + + + + +
( !− ) ( − ) ( − ) ("# − ) (" − )
+ + + + +
(" − ) ("! − " . ) (# − " . ) ( !−" . )
+ + + +
" . " . " .
( !−" . ) ("" − " . ) (# − " . ) (% − " . )
+ + + +
" . " . " . " .
(" − " . ) ("! − " . ) ("! − " . ) (" − " . )
+ + + +
" . " . " . " .
("& − " . ) ( − #) ( − #) ( − #) ( − #) ( − #)
+ + + + + +
" . # # # # #
(" − #) (% − #) ( − #) ( − #) (" − #) ("! − #)
+ + + + + +
# # # # # #
("" − #) (! − . ) (! − . ) ( − . ) (" − . )
+ + + + +
# . . . .
( − . ) (" − . ) ( − . ) (# − . ) (% − . )
+ + + + +
. . . . .
(# − . ) ("! − . ) ("! − . )
+ + +
. . .

=4+4.84+0.04+0.16+1+0+1+0.04+0.04+1.96+4+6.76+0.5+1.62+4.5+4.5+0.18+1.62+0.98+
0.02+0.5+0.5+0.5+1.62+1.125+0.5+2+0.5+0.5+8+0.125+2+1.125+4.5+0.5+1.125+0+0+1.38+
2.72+0.5+2.72+1.38+2.72+4.5+2.72+6.72+6.72

= 94.96

Page 39
Let the Level of Significance (α) is 5%.

Table Value: Let at α = 5% Level of Significance with (r - 1) (c - 1) = 44 Degree of Freedom

(df) the critical value of test statistic is 60.481.

(Reference: Appendix)

α = 5%
(r - 1) (c - 1)}
f{

Acceptance Value

{(r - 1) (c - 1): α}

Figure-
Figure-1: The critical value of test statistics for testing the null hypothesis: H0: Two attributes
level of customers satisfaction and banking services are independent against the alternative
hypothesis; H1: They are not independent at the significance level α

Decision: Since, the calculated value of the test statistic is greater than the critical value
(94.96>60.841), so we reject the null hypothesis and accept the alternative hypothesis. This
means that there is association between two attributes Level of Customers Satisfaction and
Banking Services.

Page 40
3.7 Summary of Findings

General Banking & Internal Banking Services: After analysis, this statement I found that
most of the customers are very satisfied about the General banking & Internal banking
services of Dhaka Bank Ltd. The employees of Dhaka Bank Limited always try to help
customers and gives individual attention. So customers feel safe while they make
transaction.

Loan services of DBL than other banks: The customers are enough satisfied about the
loan services of DBL than other banks because Dhaka Bank tries to provide loans to their
customers as soon as possible when they needed.

Priority Banking Services: From the graph, we can see that maximum customers are
feeling satisfied about the priority banking service that they get from Dhaka Bank
Limited because the bank give highest priority to their customers all the time.

ATM & Branches Services: Most of the customers are feeling dissatisfied about the
number of Branches ATM booth of Dhaka Bank Limited because now customers are too
much busy in their work and have not get enough time to come in the bank to collect the
money. Therefore, they want to collect money from the booth in a short period.
However, the number of Branches & ATM booth is not enough to meet up the desire of
the customer of Dhaka Bank Limited. Therefore, I feel that the bank needs to increase
the number of ATM booth &Branches.

Internet & Mobile Banking Services: Maximum customers are feeling average of the
Internet & Mobile Banking Services of DBL than other banks because charge is very
high for the Internet & Mobile Banking Services and some customer do not give any
comments regarding about this.

Remote Banking Services: Most of the branches of Dhaka Bank Limited are only in
different city of Bangladesh. Therefore, the service coverage of DBL is very narrow.
Therefore, we can say that Dhaka bank needs to open new branch in remote area and
other cities of Bangladesh.

Page 41
 Chapter Four
Recommendations
&
Conclusion

Page 42
4.1 Recommendations

In order to remain competitive in the industry and become profitable by improving business
performance, Dhaka Bank Limited can think about the following recommendations:

Bank is a financial service-oriented organization. Its business profit depends much on its
customer’s satisfaction level. That’s why the authority always should be concern about
their customers and the quality of services, they are providing to them.

Dhaka Bank Ltd. should emphasis more on empathy to customers, which means that
DBL should take more attention to individual care of customers and solves their specific
needs. A need to extend branch network and branches that are more new should be
opened in the remote area of Bangladesh to reach out the Potential Customers.

High level of customer’s services needs to be provided. Now every single company is
very much concerned about customer service as customers are very much important to
them. In addition, so many competitors and substitute are available so it is very easy to
switch from one organization to another one. Especially for banks, customer’s services
are more important because products of every bank are almost same but service is the
only thing that differs from bank to bank. Therefore, it is very important to provide
superior, quality and error free service to customers.

DBL should need to reduce their ATM and Credit card charge. Extra charge is
discouraging customers to make business with DBL. For cash, withdrawals and deposits
more ATM can be installed in major cities and towns across the country through which
customers can easily get access to their Accounts.

They should also focus on the marketing aspects to let customers know about their
products and offerings and more promotion to attract new customer. Therefore, that
customer will know the benefit of becoming customers in Dhaka Bank Limited through
different advertisement and marketing programme. For that, they can use print media,
electronic media or they can distribute leaflets to customers and they can set up stall in
different trade fair.

Page 43
4.2 Conclusion

Banking Industry in Bangladesh is now in right track. The bankers are contributing much than
the previous years for the growth and development of the country. Banking is becoming more
and more vital for economic development of Bangladesh in mobilizing capital and others
resources. As an organization, the Dhaka Bank Limited has earned the reputation of top banking
operation in Bangladesh. The organization is much more structured compared to any other
private bank operating in Bangladesh. It has a reputation as a partner for growth. Transparent
and quick decision-making, efficient team of performance, satisfied customers, online banking,
effective internal control, diversification of investments etc. are the major strengths of DBL.
After doing this intern report I have found that most of the customers of Dhaka Bank Limited
have positive perception towards its service quality. So, we can expect that the service quality of
Dhaka Bank Limited will be increased day by day and it will achieve more popularity among the
people in future.

Page 44
 Bibliography

Reference Books
Books & Journal:
Journal:

Statistics for Business Management and Economics (Dr.Md.Sharif Hossain)

Russell Belk, Eileen Fischer, Robert V. Kozinets, Qualitative Consumers & Marketing
Research
Anderson, E.W. (1996), "Customer satisfaction and price tolerance", Marketing Letters,
Vol.7 No.3, pp.265-74.
Annual Report of DBL-2015

Reference Persons
Persons:

Prof. Dr. Md. Sharif Hossain

Department of Accounting & Information Systems
University Of Dhaka

Mr. Md. Abdul Muhayemen

Vice President, Uttara branch,
Dhaka Bank Limited

Mr. Yousuf Hossain

Senior Principle Officer, Uttara branch,
Dhaka Bank Limited

Ms. Shahnaz Khan Snigdha

Principle officer, Uttara branch,
Dhaka Bank Limited

Website Address:

http://dhakabankltd.com/
https://www.bb.org.bd/
https://en.wikipedia.org/wiki/Dhaka_Bank_Limited

Page 45
 Abbreviated Terms

DBL = Dhaka Bank Limited

BB = Bangladesh Bank
GB= General Banking
AGM= Annual General Meeting
CD= Current Deposit
STD= Short Term Deposit
FDR= Fixed Deposit Receipt
ATM= Automated Tailor Machine

Page 46
 Appendix

Questionnaire

I am a student of MBA, Department of Accounting & Information Systems, University of Dhaka

conducting an Internship report survey about “Customers’ Satisfaction analysis on the Banking
Services of Dhaka Bank Limited” and would like to know your views and opinions. Would you
mind spending a few minutes to help me by completing this questionnaire? The data collected
through the survey will be used for only developing the internship report and will not be
disclosed elsewhere.

Please Complete the Following Form

Bank Name: Dhaka Bank Limited (DBL)

Name of Responsive: …………………………………. Signature: ……………………

Please put the tick (√) marks in the appropriate box

1. Gender:
a) Male
b) Female
2. Age:
a) 15-30 years
b) 31-45 Years
c) 46-60 Years
d) more than 60 Years
3. Educational qualification:
a) Master Degree
b) Bachelor Degree
c) Higher Secondary Certificate
d) Secondary School Certificate
e) Primary School Certificate

4. What type of account do you maintain this bank?

a) Current account
b) Savings account
c) Fixed account
d) Business account
e) Others

Page 47
Dear sir/Madam, Please fill the following questions accordingly

Five points Strongly Satisfied Neutral Dissatisfied Strongly

Linker’s Scale Satisfied Dissatisfied
5 4 3 2 1

5. What is your satisfaction level about this bank General 5 4 3 2 1

Banking services?
6. What is your satisfaction level about this bank Internal 5 4 3 2 1
Banking services?
7. What is your satisfaction level about this bank personal 5 4 3 2 1
loan services?
8. What is your satisfaction level about this bank Priority 5 4 3 2 1
Banking services?
9. What is your satisfaction level about this bank Current 5 4 3 2 1
Account services?
10. What is your satisfaction level about this bank 5 4 3 2 1
Borrowing service?
11. What is your satisfaction level about this bank savings 5 4 3 2 1
Account services?
12. What is your satisfaction level about this bank ATM & 5 4 3 2 1
Branches services?
13. What is your satisfaction level about this banks Internet 5 4 3 2 1
& mobile banking services?
14. What is your satisfaction level about this bank Islamic 5 4 3 2 1
Banking services?
15. What is your satisfaction level about this bank Remote 5 4 3 2 1
Banking services?
16. What is your satisfaction level about this bank 5 4 3 2 1
International Banking services?

~ ~ ~ ~ Thank You Very Much ~ ~ ~ ~

Page 48