Report On Overall E Banking of Dutch Bangla Bank Limited

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Thesis Report
On
Overall E Banking of Dutch Bangla Bank Limited
Submitted by
WWW.ASSIGNMENTPOINT.COM
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www.AssignmentPoint.com
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As a part of my under graduation program, I have completed my theses report in a

renowned financial institution named Dutch-Bangla Bank Limited. Throughout the
period of my theses report, I had been working in several departments. I prepared this
report concentrating on the Electronic Banking activities of Dutch-Bangla Bank Limited.
The report will reveal the background of the company, description of the Electronics
Banking activities of DBBL, findings and recommendations based on the experience
gathered.
1.1 RATIONALE OF THE STUDY

To a country banking services for modernized technology should be emphasized. But
unfortunately a very few studies has been made for Banking services for electronic
banking sector compare with other sectors although the contribution of Bank to e-banking
service is increasing in our economy day by day. A bank being a dealer of others financial
institutions has to repay the money of the depositor with or without Interest when
demanded. It has to earn a portion of its profit by providing e banking services. This report
will surely help to get valuable knowledge about e banking services and its procedures, all
the documentation needed for e banking will provide more benefit from DBBL in
comparison with foreign banks, local banks and nationalized banks of Bangladesh
1.2 OBJECTIVE OF THE STUDY

There are two main objectives behind this report. The Primary Objective of the study is
to fulfil the partial requirement of the BBA program. In the final semester of our BBA
program one theses report is to be submitted. An oral viva will be held on this report.
The secondary objectives of the study are to provide:
i.
To get a broader overview of Electronic Banking,
ii.
Importance of E-Banking Activities from an organizational perspective,
iii.
To identify the activities served by Dutch-bangle bank to perform the

Electronic Banking Activities.
iv.
To know the types of services which DBBL provides electronically.
v.
To learn the operations of ATM machine.
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vi.
To learn the basic requirement of the bank for providing e-banking facilities for
the customers
1.3 SCOPE OF THE STUDY

The report consists of mainly four broad parts like- The Organizational part, the activities
of the bank regarding e-banking, Analysis part& the survey part The Organization part
includes a description of Dutch-Bangla Bank Limited, its background, history, description
of different activities performed by Dutch-Bangla Bank under the head of E-Banking
Activities and summarizing the total contribution to perform those activities. Also,
problem identification regarding E-Banking of DBBL and my recommendations has been
mentioned in this report.
1.4 METHODOLOGY
In order to make the study more meaningful and presentable, two sources of data and
information will be used widely. The sources of data are as followsThe Primary Sources:
Face-to-face conversation with the respective officials& clients.
Informal conversation as well as a direct interview with officials of DBBL
Relevant file study as provided by the officers concerned.
The Secondary Sources:
Annual report and periodical publications
Different publications, Newspapers and Journals.
The internet will also be used as a theoretical source of information
The activities performed under Electronic Banking Activities were identified through
informal interviews with the officials and from different publications.
1.5: LIMITATIONS OF THE STUDY

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The following limitations are apparent in the report

The main Limitation of this report is that its not possible to disclose all data and
information for the reason of confidentiality.
The banks employees were very much busy in banking hour. So it was very
difficult to have them for equitable long time.
In some cases they could not able to providing me about my topics related data for
preparing a more depth research study.
I carried out such a study for the first time, so inexperienced is one of the main
constraints of the study.
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Chapter 2
Organization Profile
2.0 INTRODUCTION
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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 both as local institution and
foreign one.
The declaration of the Government's bold and far-sighted decisions to allow banks in the
private sectors to play its due role in the economy of Bangladesh, have started the process
of creating new and dynamic financial institutions. One such institution is the DutchBangla Bank Ltd. (DBBL). At present; the emergence of Dutch-Bangla Bank Ltd. is an
important event in the private banking arena of Bangladesh.
2.1 BACKGROUND OF DBBL

Dutch-Bangla Bank Limited is a scheduled commercial bank. The Bank was established
under the Bank Companies Act 1991 and incorporated as a public limited company under
the Companies Act 1994 in Bangladesh with the primary objective to carry on all kinds of
banking business in Bangladesh. The Bank is listed with Dhaka Stock Exchange Limited
and Chittagong Stock Exchange Limited. DBBL- a Bangladesh European private joint
venture scheduled commercial bank commenced formal operation from June 3, 1996. The
head office of the Bank is located at Senakalyan Bhaban (4th, 5th and 6th floor), 195,
Motijheel C/A, Dhaka, Bangladesh. The Bank commenced its banking business with one
branch on 4 July 1996.
Dutch Bangla Bank Limited (DBBL) is a public limited company by shares, incorporated
in Bangladesh in the year 1995 under companies Act 1994. With 30% equity holding, the
Netherlands Development Finance company (FMO) of the Netherlands is the international
co-sponsor of the Bank. Out of the rest 70%, 60% equity has been provided by prominent
local entrepreneurs and industrialists & the rest 10% shares is the public issue. During the
initial operating year (1996-1997) the bank received skill augmentation technical
assistance from ABN Amro Bank of the Netherlands.
DBBLs focus is to provide one counter service to clients covering: Commercial Banking
(Deposit Accounts), Consumer Banking (Retail Baking) - Traveler Cheques- Foreign &
Inland Remittances, Financial Services, Corporate Banking, Asset & liability management,
Liquidity & capital Resources Management, Information technology, Human Resources.
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DBBL Internet banking enables customer to access his/her personal or business accounts
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.
Dutch-Bangla Bank Ltd. came into existence with joint venture as a public limited
company incorporated in Bangladesh on June 26, 1995 with the primary objectives to
carry on all kinds of banking business in and outside of Bangladesh. DBBL has started its
business with foreign bank. DBBL commenced its business as scheduled bank with effect
from July 04, 1995 with one branch-Motijheel Branch, Dhaka, with a motto to grow as a
leader in the banking arena of Bangladesh through better counseling and effect service to
clients and thus to revitalize the economy of the country. All the branches are currently
providing truly On-Line banking facility. DBBL resumed its operational activities initially
with an authorized capital of Tk.400 million and paid up capital of Tk.202.14 million.
2.2. MISSION, VISION AND OBJECTIVE OF DBBL

Mission
Dutch Bangla Bank engineers enterprise and creativity in business and industry with a
commitment to social responsibility. PROFIT ALONE does not hold a central focus in
the banks operation; because man does not live by brain and butter alone .
Vision
To become a leading banking institution and play a pivotal role in the development of
the country
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. DBBLs essence and ethos rest on a cosmos of creativity and the
marvel magic of a charm life that abounds with sprit of life and adventures that contributes
towards human development.
Core Objectives
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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 uphold and epitomize its vaunted marques Your Trusted Partner.
To establish relationship banking and improve service quality through

development of Strategic Marketing Plans.
To remain one of the best banks in Bangladesh in terms of profitability and

assets quality.
To introduce fully automated systems through integration of information

technology.
To ensure an adequate rate of return on investment
To keep risk position at an acceptable range (including any off balance sheet
risk)
2.3 PRODUCT AND SERVICES OF DBBL

2.3.1 Products and services offered by DBBL
Retail Banking
Remittance and collection
Import and export handling and financing
Corporate Banking
Project Finance
Investment Banking
Consumer credit
Agriculture Loan
Real time any branch banking
24 Hours Banking through ATM
o DBBL-NEXUS ATM & Debit card
o DBBL-Maestro/Cirrus ATM & Debit card
o DBBL Credit card
Internet Banking
SMS Banking
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On line Banking through all Branches
2.3.2 Banking Products

Savings Deposit Account
Current Deposit Account
Short Term Deposit Account
Resident Foreign Currency Deposit
Foreign Currency Deposit
Convertible Taka Account
Non-Convertible Taka Account
Exporter's FC Deposit(FBPAR)
Current Deposit Account-Bank
Short Term Deposit Account-Bank
2.3.3 Loan & Advances
Loan against Trust Receipt
Transport Loan
Consumer Credit Scheme
Real Estate Loan (Res. & Comm.)
Loan Against Accepted Bill
Industrial Term Loan
Agricultural Term Loan
Lease Finance
Other Term Loan
FMO Local currency Loan for SME
FMO Foreign currency Loan
Cash Credit (Hypothecation)
Small Shop Financing Scheme
2.3.4 Foreign Trade
DBBL extends finance to the importers in the form of:
Opening of L/C (Foreign/Local)
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Credit against Trust Receipt for retirement of import bills.

Short term & medium term loans for installation of imported
Import Finance
DBBL extends finance to the importers in the form of:
1. Opening of L/C
2. Credit against Trust Receipt for retirement of import bills.
Export Finance
1. Pre-Shipment Finance
Pre-Shipment finance in the form of:
I) Opening of Back-to-Back L/C
II) Export Cash Credit
2. Post-Shipment Finance
Post-Shipment finance in the form of:
I) Foreign/Local Documentary Bills Purchase
II) Export Credit Guarantee
III) Finance against cash incentive
Foreign Remittance DBBL provides premium quality service for repatriation and
collection of remittance with the help of its first class correspondents and trained
personnel. By introducing on-line banking service and becoming a SWIFT Alliance
Access Member, which enable its branches to send and receive payment instruction
directly, which helps provide premium services. Remittance services provided by DBBL
are:
Inward Remittance:
Draft, TT
Outward Remittance:
FDD, TT, TC and Cash (FC)
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Chapter 3
Electronic Banking Activities
of DBBL
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3.0 ABOUT DBBL E-BANKING

Dutch-Bangla Bank Limited (DBBL) is a technology driven institution and a fully online
banking organization. It caters to progressive clients who are accustomed to high levels of
technology use and innovation. DBBL strives to provide its customers the latest in banking
technology and delivery channels to make banking the most seamless task for its
customers. DBBLs technology vision is centered on the view that a high-end technology
service is the innate right of the customer. A customer has the right to do seamless banking
from any location they please and it is completely within their rights to expect this service
uniformly through any medium. This vision leads to DBBL undertaking a comprehensive
Information Technology (IT) project in 2003 where the entire system was automated at a
cost of Tk. 1 billion.
3.1 REQUIREMENTS ANALYSIS:

Keeping the security and reliability in mind, the management of the bank identified some
hardware and software components for the project. Among hardware installations were the
multi-processor clustered servers, ATM, POS Terminal, Card Personalization System,
High Capacity UPS, Host Security Module, Networking Equipment, and among the
software installation were the Core Banking Software, Internet Banking Software, SMS &
alert banking software, switching software, database and operating systems.
3.2 BACKGROUND OF E-BANKING OF DBBL

For case studies and acquiring technical knowledge about these hardware and software, a
management team visited in different banks in Srilanka and India in January 2003.
Thereafter the bank selected state - of the - art technologies optimizing the cost for the
project. Besides this, the bank has setup the largest and modern data center and onlinesynchronized Disasters Recovery Site (DRS) in Bangladesh to safe guard the customers
interest. A set of servers, networking equipments and UPS identical to the data center is
installed at DRS. In case the data center is destroyed for any reason, the DRS will take
over the control of branches, ATMs, POS Terminal, Internet Banking, SMS & alert
banking systems. DRS is a crucial system for any bank and is standard for all leading
worldwide banks, as the success of a bank after any disasters depends highly on its DRS.
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The implementation of the automation project started with formation of a core team. A
team of 22 members, which included 14 members from the business and 8 members from
the IT, took an eight weeks long extensive training on the project implementation issues.
After completion of all necessary formalities, such as floating of international tenders,
evaluation of tender documents the board of Directors of DBBL formally approved the
project at a cost of Taka 250.00 million in September, 2003. The main components of the
project were the world renowned, robust and tested banking software FLEXCUBE from
I-flex solution limited India world famous server from IBM USA switching software
form oasis technology, Canada, world renowned Die bold ATM machines and Hyperion
POS Terminals. The project also included an online disaster recovery site (DRS), first of
its kind in Bangladesh to have effective disaster management system in place.
In February 2004, the User Acceptance Test (UAT) started in the data centered of the
bank. The core team and networking team started installation of the servers, networking
equipments and software, and customization of the same to adopt the prevailing banking
rules and regulations of the country. Side by side, the switching team started installation of
ATMs and POS Terminals and testing of their performance with the switching software.
After UAT was over, the roll out of the branches from the old system to the newly
installed system began. The IT division rolled out one branch at every weekend and
installed ATM under the respective branches. On 18 December 2004 the roll out of all
the branches of the bank was completed. The year end operation of the bank has
completed successfully on 30 December 2004, centrally at the data centre. .
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Source: DBBL Card Division

Figure 3.1 DBBL Networking Systems
This is the real communication channel of DBBL online banking system. All the
components are connecting with fiber optical network. And the head office of DBBLs IT
department can control any of the branch computers by this network. And they can provide
any types of solution by sitting the head office.
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3.3 REVOLUTIONIZING BANKING IN BANGLADESH

Thereafter, the bank opened 32 new branches at different cities/towns with ATM facility.
From the first day, these branches and ATMs are on-line and provided real time banking
services. From the beginning, the valued customers of these branches are getting truly online facility, 24 hours a day, 7 days a week, through all the branches, ATMs and POS
terminals all over the country and through the Internet from all over the world.
Using the new ATM services, the customers of DBBL can perform a range of banking
activities including cash withdrawal, balance inquiry, printing mini statement, utility bill
payment and fund transfer, 24 hours a day, 7 days a week and even on holidays.
Using the POS terminals the customers can pay shopping / dinning / hotel bills at various
merchant locations throughout the country using DBBL cards and any Master Card or Visa
branded cards.
Using the Internet Banking System the customers can access his/her account anytime from
anywhere from the world through internet and can enjoy a plethora of banking services
including account summary, account statement, fund transfer, bills payment, initiation and
execution of Standing Instructions, opening and redemption of Term Deposits from/to his
savings or current account and much more.
For secured and fast delivery of foreign remittance to the beneficiaries all over the country,
DBBLs on-line banking service and ATM network provides a unique solution. Now the
non-resident Bangladeshis can send their money to their near and dear ones on the same
days. After receiving the advice from different exchange houses abroad in electronic form,
the Bank now credits the beneficiaries account directly from head office. Immediately the
beneficiary can withdraw money from any branch counter or ATM booth of DBBL.
The introduction of on-line banking services along with various channels attracted a good
number of retail customers mostly the service holders-, which is the base for the bank to
start its retail (personal) credits business. Their loyalty to DBBL allows DBBL to focus
more on this type of retail oriented client base.
In 2005, the Bank started issuing of MasterCards debit products Maestro and Cirrus
cards, and accepting MasterCards entire product range including MasterCard credit card,
Maestro and Cirrus cards. In 2006, the Bank started issuing of Visas debit products Visa
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Electron & Plus. From then onward, our valued customers have the option choose from
the widest selection of cards.
After obtaining the acquiring licenses from MasterCard and Visa, and its execution in
2005, all MasterCard and VISA cardholders of other local and foreign banks are able to
withdraw cash from our ATMs and pay shopping /hotel / dining bills using our POS
terminals at the standard prescribed charge of the MasterCard and Visa.
In 2006, the Bank launched SMS and alert banking system for the first time in
Bangladesh. The SMS and the alert banking system is a modern tool for banking using a
mobile phone. This service puts the banking at the hands of our customers. The customers
can now avail a wide range of banking services through his mobile phone, 24 hours a day,
365 days a year sitting at his home or vehicle. The ATM service offerings from DBBL are
changing the way of banking practices of people, especially the students. Introduction of
modern banking facilities for the general people of the country is a social service. To
extend these services to more people, DBBL installed 800 ATMs throughout the country
including rural areas. At the end of 2009, DBBL continues to have the largest ATM
network by a significant margin. The Bank extended its ATM services to the customers of
other banks and signed agreement with the following banks:
1. .Mutual Trust Bank Limited
2. Prime Bank Limited
3. Southeast Bank Limited
4. United Commercial Bank Limited
5. Standard Chartered Bank
6. Bank Asia Limited
7. National Credit & Commerce Bank Limited
8. Commercial Bank of Ceylon Limited
3.4 MAKING TECHNOLOGY AFFORDABLE FOR THE MASSES

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DBBL clients are getting ATM access free of charge. For ATM access to other banking
institutions, the cost per transaction at ATM is around Tk. 70/- (which is USD 1.00 and
USD 1.25 per transaction if routed through Visa and MasterCard network respectively),.
This price would be even higher when accounting in bank surcharges.
To help the customers of other banks, DBBL made separate agreements in which DBBL
has agreed to charge only Tk 10/- per transaction to the partner banks. This price is
insignificant considering the charges that other banks still pay to local ATM companies
and the standardized Visa/MasterCard charges. It should be noted that even with this
pricing and the continuing costs of maintaining the largest ATM network in the country,
the Tk.1 billion investment of DBBL is not very rewarding. DBBL never scrutinized the
projects profitability but instead focused on the intrinsic benefits that it will bring to the
customer.
DBBL wants the customers of other banks to avail the same benefits of DBBL customers.
This will help develop the socio economic condition of the country as a whole. More and
more people will be able to get benefit of the modern technology both in urban and rural
areas at an affordable cost. DBBL is bearing the differential cost as part of its CSR
(Corporate Social Responsibility) activities.
3.5 COLLABORATING WITH OTHER BANKS FOR A COMMON GOAL

Even after servicing the numerous clients, DBBL decided to help member banks in their
automation services. DBBL extended its support and expertise for reaching a common end
goal of both DBBL and the partnering bank serving the customer. To extend the ATM
facilities to the suburban and rural areas where there is no DBBL branches, DBBL has
taken an initiative to install ATMs at the premises and nearby sites of other bank branches.
Mutual Trust Bank has signed an agreement to this effect. Many other banks are in the
pipeline to accept this service offered at a very attractive terms and conditions DBBL has
priced it would take the institutions to implement it themselves. First Security Bank
Limited is the first bank that signed with DBBL to avail these services. DBBL introduced
new economical services cards and host the card information.
3.6 DBBL DEBIT CARD
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Dutch-Bangla Bank Limited (DBBL) commenced its Debit card operation in August 2004.
Initially DBBL has issued only DBBL NEXUS classic cards to the accountholders. At
present there are over 150,000 + cards in the hands of the customers. At the moment, the
total card market size (approx.) in Bangladesh is 7 lac. Among these, DBBL is having
around
20%
market
share
with
150,000+
DBBL
NEXUS
cards.
DBBL Debit card products are:

DBBL NEXUS Classic Card ;
DBBL NEXUS Maestro card;
DBBL NEXUS VISA Electron card
This most secure, convenient, and reliable forms of payment that enable consumers to
freely conduct withdrawal of cash from 800 DBBL ATM network and purchase at DBBL
2000 POS Terminals.
To get a DBBL-NEXUS debit card, one has to open account in any branch of DBBL. After
opening the account (SB/CD) the customer receives a DBBL NEXUS classic Card free of
charge. To get a DBBL NEXUS Maestro or VISA Electron card, the customer has to
inform the respective branch and then the desired card is issued to the applicant with a
minimal fee.
3.7 DBBL CREDIT CARD

With a vision of rendering services through new financial products, Dutch-Bangla Bank
Limited has started issuance of DBBL-NEXUS Gold and Silver Credit Card facility since
June 2006. With this card, the cardholders can avail a OD facility from Tk.10, 000/- (ten
thousand) up to Tk.2, 000,000/-(twenty lac) depending on credit worthiness.
DBBL Credit card products are:
DBBL NEXUS Silver OD card (credit);
DBBL NEXUS Gold OD card (credit);
DBBL NEXUS VISA credit card (in phases);
Eligibility for Credit Cards: The applicant has to be an accountholder of Dutch-Bangla
Bank Limited.
They should belong to any of the following categories:
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(a). Employees of different corporate bodies that have salary account with DBBL;
(b). Government service holders;
(c). Valued clients of DBBL;
(d). Employees of Banks, Financial Institutions, Multinational Companies,
Telecommunication Companies, University / College/ School/ Autonomous Companies,
Pharmaceuticals Companies, Professionals, Defense, VIP;
(e). DBBL borrowers, SB or CD account holders.
3.8 USER OF DBBL ATM CARD
The following persons generally use the DBBL ATM card
Retailers,
Students,
Professional peoples,
Service Holders & many more.

3.9 PROCEDURE OF INTERBANK FUND TRANSFER
DBBL is the unique name of true Electronic Banking. All branches of DBBL is in one
network. One can get all types of facilities from any branch of Bangladesh wherever the
branch he has maintaining his account. When any client of DBBL provides any cheque to
another person who has also an account in DBBL then he can get this money instantly
without any procedure of clearing house. When the person submit the cheque of another
person to transfer the fund to his own account then he needs to write a deposit sleep where
he will be write his name, account number, cheque number, cheque date, the cheque
amount, and also his signature. After getting the cheque along with the deposit sleep the
banks at first will cheek the payees balance from where the fund will be transferred. Then
the signature on the cheque with the specimen signature he provided to the bank. If these
are ready then the authorized officer will make a phone call to the cheque holder for the
conformation of this cheque. Sometimes he would be asked different types of tactical
questions like his date of birth provides by the banks database and any other questions for
identifying the real person. After conformation the officer will write down the details of
the conformation that he got from the phone call. Then he will input the details of the
cheque and the receivers account number into the software. When the amount exceed
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20,000 (thousand) then its need the authorization of manager or 2nd manager. After
verifying all the things the top level officers will grand this authorization request.
At last the officer will submit the fund transfer request that is granted by his superior. And
instantly the fund will be transferred to the parties accounts.
Charges of Inter-Zone Fund Transfer:
Amount of Transactions
Fees per transaction for Charge to be relized from
inter-zonal transactions (Tk)

Up to Tk.1.00 lac
Nill
Above Tk. 1.00 lac to Tk. 100
Account Holder
5.00 lac
Account Holder
15.00 lac
Account Holder
50.00 lac
Above Tk. 50.00 lac
Account Holder
500
3.10 UPCOMING INITIATIVES

The normal bankcard was introduced 40 years ago and has failed to keep up with the rapid
technology and security development that has been taking place in the industry. Its
inherent problems caused competitors Visa and MasterCard to collaborate and create a
next generation bankcard that will keep up with rapid security developments called EMV.
North America has started the transformation process in 2005 and has set the finishing
deadline to 2016, where the entire continent will have upgraded to next-generation EMV
technology.
DBBL keeps track of the latest security developments internationally and strives to give
the same level of service to its local clients. To give more peace of mind to its customers
along with more security, the Bank has also decided to implement EMV (Euro Pay,
MasterCard and Visa) cards (both debit and credit) and acquiring of EMV compliant
ATMs and POS terminals. DBBL for the first time in this region is going to offer a
complete EMV (both in issuing and acquiring for both the Visa and MasterCard) solution
for its customer with an investment of another Taka 60 million (in addition to its IT
investment of Taka 1 billion).
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DBBL is currently scheduled to be the first and only bank in SAARC to offer the full
EMV solution (and only second in South East Asia). The entire transformation is
scheduled to be completed by year 2011. The solution requires that the entire system
(including POS, ATMs and cards) be upgraded.
While the NexusEMV card may look similar to a normal card, the technology on it and
supporting it is revolutionary. It uses an onboard computer chip instead of a magnetic strip
and relies on DBBLs data center for on the spot verification. It features built in encryption
algorithms mandated by Visa and MasterCard, which are impossible to duplicate or
modify. It was designed and researched by Visa and NexusEMV is the future card
standard.
DBBL also taking the strong initiatives to get the update version of FLEXCUBE software
to provide their customers faster services. This procedure will be completed within 2011.
3.11 SERVICE PROVIDED BY ON-LINE OF DBBL

Through ATMs:
By using the DBBLs own ATM booths anywhere in the country, the valued customers of
the bank can perform the following functions at any time
Account balance enquiry
Mini statement printing
Statement request
PIN (Personal Identification Number) change
Request for Cheque Book
Fund transfer within his/her own accounts
Cash withdrawal 24 hours a day, 7 days a week, 365 days a year
Cash deposit to some designated number of ATMs any time
Payment of mobile/T&T phone, Gas, Electricity, Water, Internet, Credit Card bills
from customers Savings/Current account.
Through Internet:
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Through the Internet Banking of DBBL, the following can be performed:
Checking of account balance
Print-out of account statement for a particular period.
Transfer of found within the customers own accounts
Payment of mobile/T&T phone, Gas, Electricity, Water, Internet bills from customers
account.
Payment of School/College/University fees by debiting ones account
Purchase of activation number for mobile/internet pre-paid cards.
Deposit of loan installments
Stop Cheque payments
Opening of an FDR (Fixed Deposit Receipt) account by debiting ones

Savings/Current/STD (Short Term Deposit) account
Submission of L/C (Letter of Credit) application on-line
Foreign Currency Exchange rates and interest rates enquiry.
3.12 THE DEVELOPMENT OF THE DBBLS ATM AND OTHER KEY EBANKING SERVICES
DBBL is a technology driven institute. DBBL had undertaken a comprehensive IT project

in the year 2003 in order to make the banking system automated. According to that plan
bank setup the largest data center and online synchronized DRS (Disaster Recovery
system).After the successful implementation and testing of that project DBBL introduces
the ATM and POS system on 30th December, 2004. Initially bank installed 32 ATM centers
in different branches.
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In 2004
After the successful implementation and testing of that project DBBL
( At year end)
In 2005
introduces the ATM and POS system. Initially bank installed 32 ATM
centers in different branches.
DBBL has started to issue MasterCards debit product-Maestro and
cirrus cards. And also accept the MasterCards entire product range
including MasterCard credit card and Maestro and cirrus credit cards.
In 2006
DBBL has started to issue Visa debit products-visa electron & Plus
cards and accepting the visa cards entire product range including the
visa debit card, visa credit card, visa electron and plus.
In 2006
DBBL introduced SMS alert or mobile banking system in Bangladesh.
In 2007
DBBL extended its ATM service with other 8 prominent commercial

banks of Bangladesh.
In 2009
DBBL starts the mobile ATM service which increases the service
availability.0
In 2010
DBBL starts MOBILE banking systems to increase the service

Availability of customers.
Source: www.dutchbanglabank.com
This Section of the report focuses on the growth of ATM system by DBBL in the
divisional level and show how rapidly DBBL increasing its coverage of this ATM system.
Another major aspect this section focuses is the year to year growth of the ATM system
and the development of the DBBLs other key e-banking services along with the
collaboration of World class e-banking service providing Corporation.
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Chapter 04
ICT operational guidelines
and its compliance by DBBL
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4.1 ICT OPERATIONAL GUIDELINES AND ITS COMPLIANCE BY DBBL

The Banking and Financial Industry has undertaken changeable degrees of
Revolution by stirring their operating systems to ICT platforms. Despite the intensity of
computerization the security obligation of these systems are universal and are significant
to the feasibility of the platforms.
To address this necessity Bangladesh Bank has taken the initiative to provide the industry
with a guideline of minimum security standards.
Lets check out the guidelines of BB and how DBBL complies with those:
Table 4.1: The ICT guidelines by BB and compliance of DBBL
Guidelines of BB
Compliance by DBBL
IT Management:
DBBL has the largest IT budget in
IT Management must ensure that the IT

functions are efficiently & effectively
managed. IT Management deals with
IT policy Documentation.
Bangladesh. DBBL maintains the state-ofthe-art Electronic-Banking Division. The

Electronic-Banking Division oversees and
maintains DBBL's investment as well as
implementing upcoming projects.
Internal IT Audit.
Training and Insurance.
A. IT policy Documentation:
One of the mostly emphasized departments
The following will be documented properly of DBBL is its IT department.

Chart for IT department
DBBL maintains a sound operational chart
Job description (JD) for for its IT department.

each individual within IT
department
Within IT department of DBBL, each

individual has been clearly assigned his
A scheduled roster for IT

operation
duties and who is to report to whom is

properly documented and maintained.
Segregation of duties for IT

tasks
__________________________________________________________________________________________________________________________________________________________________________________________
_______
_________________________________________________________________________________________________________________________________________________________________________________________________
Fallback plans for various The duties for IT tasks are smoothly
levels of system support segregated and assigned to corresponding
employees in IT department.
personnel
Internal IT Audit:
DBBL
maintains
Sufficient IT expertise / Electronic-Banking

resources
capable
conducting IT Audit.
the
state-of-the-art
Division.
This
e-
of banking division has the richest IT

expertise and resources for internal audit.
Periodically at least once a

year.
This division of DBBL internal it audit 4

times in a year, that means on quarterly
Appropriate
address
measures
to basis.
recommendations
made in the last Audit

Report.
Training and Insurance:
In DBBL e-banking division, some of the
Related employees should major personnel are well trained from

be given adequate training abroad on ICT and its application in
banking.
on sensitive IT Tasks.
They provide proper training to the newly
All the network users should recruited employees.
be
trained
operating
procedures.
about
and
its While recruiting in IT division, DBBL

security prefer software engineering background. So
far clients are quite adopted in prevailing ebanking services.
__________________________________________________________________________________________________________________________________________________________________________________________
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Fire prevention:
The
DBBLs ATM booths are well-prepared and

Centre those can resist small fire exposures.
Data
wall/ceiling/door should be
fire resistant.
Fire suppression equipment Moreover, fire suppression equipments are
kept in most of the ATM centers.
should be installed.
Procedures must exist for
giving the immediate alarm
of a fire, and reporting the
fire services and to be
DBBL maintain quality Electric cables in

the Data Centre so that possibility of
sparking is minimized.
periodically tested.
Electric cables in the Data Flammable items are not usually kept in the
Centre
must
maintain
a data centers.
quality and concealed.
Any
flammable
items
should not be kept in the

Data Centre
Information Security Standard:
A. Password Control:
DBBLs ATM card password pose at least 4

characters,
combination
of
uppercase,
lowercase, numbers & special characters

and client can change the password if
he/she thinks it is not safe anymore.
Each user of ATM has a unique User ID
B. User ID Maintenance:
and a valid password The User ID will be

locked up after 3 unsuccessful login
attempts.
DBBL e-banking division software do not
C. Input Control:
allow the same person to be both the maker

and checker of the same transaction.
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_______
_________________________________________________________________________________________________________________________________________________________________________________________________
Unauthorized
D. Network Security:
access
and
Electronic
tampering is controlled strictly by DBBL ebanking division. Firewalls are in place on

the network for any external connectivity.
In DBBL, There is mechanism in place to
E. Data Encryption:
encrypt and decrypt the highly sensitive

data traveling through WAN or public
network
F. Virus Protection:
Anti-Virus installed in each server and

computer whether it is connected to LAN
or not by DBBL. Virus auto protection
mode is enabled. The anti virus software is
always updated.
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Chapter: 05
Analysis of DBBL E-Banking
Trend analysis
Index analysis
SWOT analysis
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5.1 GROWTH OF ATM SYSTEM BY DBBL (REGIONAL LEVEL):

DBBL is providing the maximum number of ATM support to its clients and as well those
banks clients who have collaboration with DBBL. The following chart gives an overview
of DBBL ATM network in 7 divisions in Bangladesh.
Table 5.1: Growth of ATM system by DBBL (Regional level)
Division
Num
Dhaka
of 1110
Chittagong Khulna
Sylhet
Rajshahi
Barisal
Rangpur
205
156
76
28
52
88
ATMs
We see, Main focus is on Dhaka division in which DBBL established 1110 ATMs. The
second largest ATMs holding division is Chittagong which is widely known as port city
of Bangladesh. In Chittagong, DBBL puts 205 ATM booths. In Sylhet, 156 ATM booths
are located. In Khulna, Rajshasahi, Barisal and Rangpur respectively 88, 76, 28 & 52
ATMs are located.
There has been given a chart for understanding of the regional growth of ATM system by
DBBL:
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5.2 GROWTH OF ATM SYSTEM BY DBBL (YEAR TO YEAR INCREASE):

DBBL has increased its ATM system comparatively faster than any other banks in
Bangladesh. DBBL is the pioneer of all banks in Bangladesh to initiate and develop ATM
system in a much wider way and provide World class ATM services at quite affordable
cost to the of our country.
Table 5.2: Growth of ATM system by DBBL (Year to year increase)
year
2005
2006
2007
2008
2009
2010
2011
( target)
Num of 32
85
210
350
700
1000
2000
ATMs
Source: Financial Statements of DBBL.

Here, we see, after the initial establishment of 32 ATMs at the beginning of 2005, DBBLs
effort to establish wide number of ATMs from year to year increases. And we see, from
year 2008 to 2009, DBBL installed 350 new ATMs in just one year and it has targeted to
establish 2000 ATMs at the year end of 2011.
Let see the Growth of ATM system by DBBL from the point of view of Year to year
increase in chart for better understanding of the trend of increase:
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5.3: GROWTH OF ATM SYSTEM AND ITS EFFECT IN PROFITABILITY OF

DBBL:
Banks are, like any other business organizations, profit oriented. And like any other
commercial banks, DBBLs one of the major missions is to make profit.
DSBBL official say it to the public that they are performing CRS activities by providing
wide range of e-banking services against a very low amount of charge for it. This true to
some extent because the quality of ATM and other e-banking service that are provided by
DBBL ids world class by standard but the charge they take for it is quite lower in respect
to other developed countries banks whose service quality is of that standard.
They are not charging high for e-banking services, but this automation indirectly increases
the overall profitability of DBBL. The discussion from the previous section, we can easily
understand that how the growth of ATM system positively effect the growth of deposits of
SDBBL. This increases deposits, of course, in effect increase the overall profitability of
DBBL. Not only deposits, there are some other major aspects which are being accelerated
by this huge development of e-banking services by DBBL and which are, altogether,
contributing significantly to increase the profitability of DBBL.
The following table shows the growth of profit of DBBL and after the initiation of ATM
system in 2005, how profitability trend increased:
Table 5.3: The growth of Profit in DBBL over the years

Year
2001
2002
2003
Amount
162.81 177.60 210.16
2004
2005
2006
2007
2008
2009
2010
236.35
367.82
362.18 479.81
821.67
1137.70
1770.38
32.47% 71.25% 38.46%
55.61%
(TK. in
million)
Growth
9.09%
18.33% 12.46% 55.63% -3.98%
Source: Financial statements of DBBL.
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_________________________________________________________________________________________________________________________________________________________________________________________________
The Bold amounts show the profit amount of DBBL from 2005 to 2009 after the
initiation of ATM system. From 2001, the profit trend shows that there was an steady
growth of profitability of DBBL but in the year 2005, it jumped to BDT 367.82 million
from 236.35 million, and the growth at that stage is huge, almost 55.63%. And after that,
the trend of increase did not hamper significantly, rather, in 2007, 08, 09 and 10, it
increased much significantly. This indicates that the overall profitability of DBBL is quite
sound now and very much satisfactory and the implementation of e-banking investment is
contributing to this increased profitability, thats for sure.
Lets see the growth trend of profitability of DBBL before and after the initiation &
development of ATM system
Figure 5.4; Here, we see the Blue bards shows the growth of profit before 2005, that is,
before the initiation of ATM system by DBBL. From 2004 to 2005, the profit jumped to a
higher level and the Dark red colored bar shows the rapids increase in profitability by
DBBL after the initiation and continuous development of e-banking services.
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5.4 GROWTH OF ATM SYSTEM BY DBBL AND ITS IMPACT IN INCREASED

DEPOSIT:
DBBL is one of the leading commercial Bank in Bangladesh ands the amount of deposits
from public, it ids holding is quite handsome in amount compared to other banks in
Bangladesh. As the banking habit and the demand for banking services are increasing day
by day at huge rate, the amount of deposit in banks is also increasing in a sound rate in
Bangladesh. Now the point is that, after the implementation and the development of ATM
system by DBBL, How this is contributing to increase the overall deposit level of DBBL.
Lets check it out in this section
The following table shows the year end deposit amount of DBBL in last 9 years:
Table 5.4: Growth of ATM system by DBBL and its impact in increased deposit
Year
2001
2002
2003
2004
2005
2006
2007
2008
2009
2010
Amount
11457
15975.4
17133.8
21107.5
2721.1
40111.5
42110.1
51576
8000
0
10640
0
39.4%
7.25%
23.1%
29.0%
47.2%
4.98%
22.48
%
55.11
%
33%
(TK.in
million)
Growth

Let see the trend of the growth of deposit of DBBL in those years

In figure 5.5; we can see that, the growth of deposit in DBBL is in increasing trend. From
the year 2001 to 2004, there was a steady growth of deposit and the Red bars shows
them in the chart. After the initiation of ATMs in 2005, the growth of deposit jump to
another level and the after then increase is significant, and we can see the teal bars
shows them.
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5.5: SWOT ANALYSIS OF DBBL

SWOT Analysis:
SWOT analysis is a widely used technique through which managers create a quick
overview of a companys strategic situation. SWOT stands for a companys internal
Strength & Weaknesses and its environmental Opportunities & Threats.. It is based on the
assumption that an effective strategy derives firm a sound fit between a firms internal
resources (strengths and weaknesses) and its external situation( Opportunities and
Threats). A good fit maximizes firms strengths and opportunities and minimizes its
weaknesses and Threats. The Dutch-Bangla Banks SWOT analysis matrix can be as
follows:
Strengths
Weaknesses
Largest banking service provider in

the commercial bank and operate
near about 1000 corporate client.
Qualified,
hard
working
balances are too high.

Non functioning ATM machines,
&
dedicated human resources

Gets advantage for ATM card
Opportunities
delay for providing cards.

Poor coordination & communication
between Head offices and branches
Threats
If reducing its current fees &

charges
Low deposit rate and minimum
and
At present Trust Bank, EBL and
positioning
BRAC Bank are posing significant
attractively , so DBBL can attract
threats to DBBL regarding retail and
more corporate client
business banking respectively.
By offering more attractive interest
Furthermore, the new comers in
rates, and lowering the minimum
private banking sector are also
balances eligible for interest, the
coming up with very competitive
bank can attract a lot of the old
products.
customers
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Chapter 06
Survey on different E-Card of DBBL
6.0: ABOUT CUSTOMER SATISFACTION

__________________________________________________________________________________________________________________________________________________________________________________________
_______
_________________________________________________________________________________________________________________________________________________________________________________________________
Kotler (2000) defined satisfaction as: a persons feelings of pleasure of disappointment

resolution from comparing a product are perceived performance (or outcome) in relation
to his or her expectations. Hoyer and Maclnnis (2001) said that satisfaction can be
associated with feelings of acceptance, happiness, relief, excitement, and delight.
There are many factors that affect customer satisfaction. According to Hokanson (1995),
these factors include friendly employees, courteous employees, knowledgeable employees,
helpful employees, accuracy of billing, billing timeliness, competitive pricing, service
quality, good value, billing clarity and retention.
6.1: EVALUATE CUSTOMER SATISFACTION LEVEL OF DBBL ATM

SERVICE:
This part of the report has been completely on the basis of the eleven outcomes that have
been discovered from the questioner survey. This chapter deals with customer
satisfaction level of DBBL ATM services. The data have been collected by survey at
Dhanmondi Branch. However the following six outcomes have been analyzed through pie
chart.
6.1.1 Gender range of the Respondent
No. of Respondents
200
Male
66%
Female
34%
Figure 6.1.1: Gender range of the Respondent

In this study, my Respondent depend on gender, male are 66%, and female are 34%.
6.1.2: Age range of the Respondent
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_______
_________________________________________________________________________________________________________________________________________________________________________________________________
Total
number
respondents
200
of 20-24
34%
25-29
30-34
35-39
40-44
45-49
Above 50
20%
22%
10%
2%
9%
3%
Figure 6.1.2: Age range of the Respondent

In this study, my Respondent depend on age, 20-24 are Respondent 34%, 25-29 are
Respondent 20%, 30-34 are Respondent 22%, 35-39 are Respondent 10%, 40-44 are
Respondent 2%, 45-49 are Respondent 9% and above 50 are Respondent 3%. So, here the
maximum Respondent depends on age are 20-24 (34%), and minimum Respondent 40-44
(2%).
6.1.3: Occupation of the respondent
Occupation of the Respondent
Total no of respondents
200
Student
51%
Service holder
16%
Business
19%
Housewife
14%
Figure 6.1.3: Occupation of the respondent

In this study, my Respondent depends on occupation, Students are 51%, Service people
are 16%, and Business-persons are 19% and house-wife are14%. So, here the maximum
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_______
_________________________________________________________________________________________________________________________________________________________________________________________________
Respondent depend on occupation are Student (51%) and minimum Respondent housewife (14%).
6.1.4: Family Income Level of the Respondent
Family Income level of the Respondent
Total number of Below
10000-
20000-
30000-
40000- Above
respondents
200
20000
10%
30000
44%
40000
12%
50000
17%
10000
4%
50000
13%
Figure 6.1.4 Family Income Level of the Respondent

In this study, my Respondent depend on family income level, the maximum Respondent
which family income level are 20000-30000 and Respondent 44%, and minimum
Respondent which family income level are 40000-50000 and Respondent 4%.
6.1.5: Card users of the Respondent
Card Users
No. of Respondents
200
Debit Card
93%
Credit Card
0%
Both
7%
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_______
_________________________________________________________________________________________________________________________________________________________________________________________________
Figure 6.1.5 Card users of the Respondent

In this study, my Respondent depend on card users, the maximum Respondent are debit
card users are 93% and moderate are both card users (debit and credit card) are 7%, only
credit card users are 0%.
6.1.6: Using rate of DBBL Card.
Using rate of DBBL Card
Total no of respondents
Regularly
Frequently
Very Frequently
200
70%
27%
3%
Figure 6.1.6: Using rate of DBBL Card

In this study, my Respondent depend on using rate of DBBL card, the maximum
Respondent are using card regularly are 70% and the minimum Respondent are using card
very frequently are 3%.
Peoples response is satisfactory. In this part, I have given a detail description of it. For my
study purpose, I have taken 200 people as sample. Five points rating scale is also used
here for attitude measurement. The attitudes of people towards the existing performance of
DBBL ATM service is expressed in below.
6.2: DEBIT CARD MAKES YOUR LIFE EASIER AND IT'S EASILY ACCESSIBLE.
49% strongly agree and 39% agree and 10% moderately agree that DBBL Debit card make
their life easier and giving them flexibility at withdrawing money. On the2% strongly
__________________________________________________________________________________________________________________________________________________________________________________________
_______
_________________________________________________________________________________________________________________________________________________________________________________________________
disagree because they think that this service makes them puzzle. They are not use to with
this service.
Variable
Respondent Percentage
Strongly Agree
Agree
Moderate
Disagree
Strongly Disagree
98
78
20
0
4
of
respondent
49%
39%
10%
0%
2%
Figure 6.2: Debit card makes your life easier and it's easily accessible
Analysis: Here I see that the majority people are thinking that ATM service makes their
life easier, and very few percent of people are not taking these facilities. While the
surveying period I have found that students and service holder are strongly agree and
agree that ATM service makes their life easier. But the customer who uses this card very
frequently like house wives, they are moderately agreed and the business person who are
using card regularly they have to face some problems and dissatisfied with the service.
Mainly they think that this service is not sufficient to make their life much easier.
6.3: SERVICE CHARGE IS REASONABLE

10% strongly agree and 32% agree that compare with other bank DBBL yearly service
charge is lower than compare with other bank. And 26% moderately agree and 38%
disagree and 13% strongly disagree with this opinion.
__________________________________________________________________________________________________________________________________________________________________________________________
_______
_________________________________________________________________________________________________________________________________________________________________________________________________
variable
respondent Percentage
of
respondent
Strongly Agree
20
10%
Agree
64
32%
Moderate
52
26%
Disagree
38
38%
Strongly Disagree
26
13%
Figure 6.3: Service charge is reasonable

Analysis: Majority of customers is agreeing that DBBL service charge is lower than any
other banks. In my survey almost 42% of total respondent are agreed that the service
charge is lower. Because DBBL has no per transaction charge but other banks have. And
also DBBL yearly service charge for card is only 400 and first year totally free. But 26%
are moderately agreed and 38% of customer is disagreed about this statement. On the other
hand some of the customers are totally strongly disagree with this statement. Because they
the maximum are student. They think ATM charge should reduce.
6.4: POWER SUPPLY IS AVAILABLE

In this point, 7% respondents are strongly agreed, 8% are agree, 15% are moderate, 13%
are disagree and 57% are strongly disagree with this statement.
Variables
Respondent
Percentage of
__________________________________________________________________________________________________________________________________________________________________________________________
_______
_________________________________________________________________________________________________________________________________________________________________________________________________
Strongly Agree
Agree
Moderate
Disagree
Strongly Disagree
14
16
30
26
114
Respondent
7%
8%
15%
13%
57%
Figure 6.4 Power supply is Available

Analysis: In my survey I find that majority customer strongly disagree that power supply
is available in the ATM Booth. Because they face power failure situation when they
withdraw money from ATM Booth. On the other hand only poor customer think that
power supply is available in the ATM Booth and they dont any power failure problem or
they think this problem is considerable in our country.
6.5 SECURITY IS SUFFICIENT.

23% respondents are strongly agreed, 36% are agree, 24% are moderate, 14% are disagree
and 3% are strongly disagree with this statement.
Variable
Respondent Percentage of
Strongly Agree
Agree
46
72
Respondent
23%
36%
__________________________________________________________________________________________________________________________________________________________________________________________
_______
_________________________________________________________________________________________________________________________________________________________________________________________________
Moderate
Disagree
Strongly Disagree
48
28
6
24%
14%
3%
Figure 6.5 Security is sufficient.
Analysis: In the security view point most of the customer is satisfied. They fill always
secured when they withdraw money from the ATM Booth. Some customers are filling
unsecured because they regularly withdraw handsome amount from the Booth.
6.6: DON'T FACE ANY NETWORK, CASH JAM AND TIME OUT PROBLEM
Variable
Respondent Percentage of
Strongly Agree
Agree
Moderate
Disagree
Strongly Disagree
12
20
30
28
110
Respondent
6%
10%
15%
14%
55%
__________________________________________________________________________________________________________________________________________________________________________________________
_______
_________________________________________________________________________________________________________________________________________________________________________________________________
Figure 6.6: Don't face any network, cash jam and time out problem
Analysis: I find that most of the customers who are using ATM Booth regularly are
complain that they not getting money from ATM Booth. The point shows that network,
cash jam and time out problem of DBBL is a paining situation. It indicates that customers
are always facing this type of problem. They are suffering network, cash jam, time out
even fake note problem. Thats why customers are so disagree with this statement.
6.7: SERVICE QUALITY OF DBBL ATM SERVICES.

Variable
Respondent
Percentage
Strongly Agree
Agree
Moderate
Disagree
Strongly Disagree
64
78
38
16
4
Respondent
32%
39%
19%
8%
2%
of
__________________________________________________________________________________________________________________________________________________________________________________________
_______
_________________________________________________________________________________________________________________________________________________________________________________________________
Figure 6.7: Service quality of DBBL ATM services.
Analysis: Although there are some problems in the ATM Booth, customer perception
about Service quality of DBBL ATM services is good, because here most of the
respondent are strongly agree and agree because they use the ATM service with positive
attitude about ATM service and they think this type of problem is considerable. On the
other hand some respondent think this type of problems are increasing bad image about
ATM service of DBBL ATM services.
Analysis: In my survey, I find that most of the customers are thinking that overall service
quality of DBBL is good because 25% respondents are strongly agreed 39% are agree,
24% are moderate about this statement, this percentage shows the service quality of DBBL
is good and customer is satisfied.
Scale
S.L.
Statements
SA
SD
Mean
Debit card makes your life easier
98
78
20
4.33
and it's easily accessible

Service charge is reasonable
20
64
52
38
26
3.07
__________________________________________________________________________________________________________________________________________________________________________________________
_______
_________________________________________________________________________________________________________________________________________________________________________________________________
Power supply is Available
14
16
30
26
114
1.95
Security is available
46
72
48
28
3.59
Don't face any network , cash jam
12
20
30
28
110
1.97
and time out problem

Service quality of DBBL
64
78
38
16
3.91
Total sample: 200 respondents

[Strongly Agree SA =5, Agree A =4, Moderate M =3, Disagree D =2, Strongly
Disagree SD =1,]
Grand Mean = 3.14
From the above attitudes measurement, I found that the satisfaction levels of ATM services
are positive for DBBL. But Bank has to improve its service quality& power supply.
Customers are not very satisfied by using ATM machines of DBBL.
Chapter 7
Findings,
Recommendations &
Conclusion
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_______
_________________________________________________________________________________________________________________________________________________________________________________________________
7.1 PROBLEMS IDENTIFICATION REGARDING ELECTRONIC BANKING

SERVICES OF THE DBBL
On the basis of the study of the overall e-banking activities of DBBL, we can say
that for the following reasons the overall online services of the bank cannot be expanded
rapidly
1. The infrastructure of e-banking in Bangladesh is inefficient so DBBL cannot
maintain their e-banking with other banks in Bangladesh.
2. In my experience I found that every day in pick hour the software was very slow
and that always creating problem in times of transaction and any other work for the
bank. Its because the FLEXCUBE software is now old and it had a limitation to
hold the certain number of account, but DBBLs policy is to increase more and
more account which is because the server was randomly hanged.
3.
Though DBBL is trying to give the online service of their customers but there is
also some lack of adequate knowledge about the e- banking.
4. I think DBBL has the lack of proper strategic plan that is why they cannot gain and
retain a big portion of market share among many other online banks.
5. In Bangladesh there is a lack of international standard communication channel that
is hampering DBBLs e-banking.
__________________________________________________________________________________________________________________________________________________________________________________________
_______
_________________________________________________________________________________________________________________________________________________________________________________________________
6. Improper inter district telecommunication systems and country wide data

communication system, that is why the bank is not able to provide its online
services to the country wide.
7. Branch offices cannot be linked efficiently with the head office through single
networking based on online real time basis.
8. Lack of attractive remuneration to the technocrats. This motives them to go abroad
for higher remuneration.
9. Inadequate budget for establishing the new branches and it online facilities over
the nationwide.
10. Lack of integrated plan between the DBBL and the Bangladesh bank authority.
11. Inefficient corporate clearing house facilities of the bank. Though the bank now
started their Automated Clearing house but that is not fully implemented.
12. The banks branches network is only the number 79 over the country and most of
the branches are located in the Dhaka city, in the Chittagong commercial area and
in the others large commercial area of Bangladesh. For the reasons the people of
these areas only get the banks overall services. That is most of the people of the
country cannot get the banks services because they live in the rural area or at the
zonal level
13. Lack of comprehensive legal structure is one of the problems in implementing
E-banking in Bangladesh that affects on the bank.
14. Only ATM service & pos service of the DBBL are better than the other online
banks of Bangladesh, but ACH, home-banking services wire transfer services are
not yet swift in comparison of standard chartered bank, the HSBC.
15. The bank cannot provide online services frequently due to the insufficient
electricity facilities in Bangladesh.
16. In addition, DBBL credit card has not yet so much popular in the market.
17. Only retail e-banking services are provided rather than corporate e-banking
services.
18. DBBL has no specific customer service desk to solve all types of solution likebalance inquiry, statement inquiry, IPO refund inquiry, or any types of complain.
__________________________________________________________________________________________________________________________________________________________________________________________
_______
_________________________________________________________________________________________________________________________________________________________________________________________________
7.2 CONCLUSION
Electronic banking is relatively a new concept for Bangladesh. It is not long ago when
people wait in queue for long time with token in hand and collects money. But today the
scenario is a little different at least in the urban areas. With the blessing of modern banking
facility, people can enjoy 24 hours banking facility without going to the bank physically
even from client's residence through Internet Banking or through ATM, POS terminals. At
the same we need to be very careful about the fraud. Although online banking fraud in
large scale is yet to be reported in Bangladesh we need to take all the necessary measures
to prevent it. This can be done through proper education on information technology &
sufficient software & hardware support. Proper implementation of online banking will
create a positive impact on economy. Dutch-Bangla Bank Limited is the leader in the
Electronic banking among the private banks of Bangladesh. It has employed almost all
types of modern day banking facilities to provide convenience to its customers. All
automated delivery channels are providing round the clock service through the mentioned
hardware and software. Due to its contribution to the society as well as national economy,
it has made a clear distinction and has occupied a separate and respected position in the
banking sector of Bangladesh. Expanding its business arena and volume, it has also
accelerated its contribution to the underprivileged of the society. DBBL contributes 5% of
its profit for helping the destitute to develop their standard of living and earn a respectable
way to keep up with their everyday activity. Considering the issues discussed earlier we
__________________________________________________________________________________________________________________________________________________________________________________________
_______
_________________________________________________________________________________________________________________________________________________________________________________________________
may conclude that the Dutch-Bangla Bank Ltd. is not only a profit making organization, it
is also a perfect "Corporate Citizen" who always carry out its duties of corporate social
responsibilities. As banking sector is service oriented, therefore, banks of Bangladesh
must move towards fully online banking. This will enable them to provide round the clock
services through all the service channels without deployment of much manpower thus
saving time & money and most important of all ensuring transaction security.
7.3 RECOMMENDATIONS
To improve the e-banking services of DBBL, I have the following suggestions for the
bank1. DBBL should provide adequate training and technological support to develop the
manpower or personnel working in the e-banking section.
2.
DBBL should have a strong strategic plan for automated market development.
3. The bank should develop integrated e-banking software within a short period of
time. Because I think excess load will be the cause of a big damage for the existing
software.
4.
A specialized, self-owned organization can be established by the bank so that they

can develop the infrastructure of e-banking in Bangladesh that will also be the
social responsibility for them.
5. Clearinghouse operations are demanded to be fully automated. If it could be

implemented, then banks will be motivated to implement in front services counter
of electronic bank.
6. To meet the demand of current and prospective clients, banking software to be
produced in such that the coordinated effort can supply all information from the
front desk.
7. The bank requires systemic and planned budget for expanding e-banking.
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_______
_________________________________________________________________________________________________________________________________________________________________________________________________
8. To provide the nationwide & countrywide services, the bank should expand the
number of branches of ATM booth at zonal level so that the most of the people of
the country can get the benefit, which live in zonal level, rural level.
9. To take initiative for implementing automated financial sector by coordinate effort
of the central bank along with the commercial bank.
10. Credit card services should be implemented rapidly. And the restriction for getting
the credit card should reduce.
11. DBBL should increase their branch so that they can pick up most of the market
share among the other online bank.
12. DBBL have to build up their customer services desk and call center for the
betterment of their services.
7.5 APPENDIX
Questionnaire:
A STUDY TO EVALUATE CUSTOMER SATISFACTION LEVEL OF DBBL ATM
SERVICES
This survey is designed to look at variables that could have an impact on the Customer
Satisfaction of DBBL ATM Service. I would like to collect your opinion to determine the
factors which affect facilities of ATM services. There is no right or wrong answers in the
questionnaire. Your completion of the questionnaire is considered to be the implied
consent as a participant. I ensure that your responses are remaining strictly confidential.
Please do not identify yourself anywhere in the survey. Please try to response all the
questions. Though you may decline to answer some specific question. Your individual
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_______
_________________________________________________________________________________________________________________________________________________________________________________________________
response will be combined with those of other respondents, and aggregated data will be
reported.
The questionnaire has been designed to conduct a research on customer satisfaction level
of ATM services of Dutch-Bangla Bank Limited.
1. Card users: (0) Debit card (0) Credit card
2. You are using card: - a) From 6 months
(0) Both
b) From 1year c) From 2 years
d) More than 2 years

3. You are using DBBL card: a) Regularly b) Frequently c) Very frequently
4. If you replaced your card any time than tick the reason from below:
a) Lost/Stolen b) Wrong photograph on card c) Incorrect name/ Spelling mistake on card
d) Card is physically damaged e) Magnetic strip error/ Faulty card f) Others .
5. If you reissued your PIN number any time than tick the reason from below:
a) Lost/stolen b) forgotten c) others
Please read the following statement to which some people may agree with and some do
not. Here, we use a 5 point Likert Scale, where 5 represent the strongly agreed (SA) and
1 represent the strongly disagreed (SD) in the 5-1 continuum. There is no right or
wrong answers. Please circle the number that represents your opinion most correctly.
SL
particulars
SA
SD
6.
Debit card makes your life easier.
7.
I can easily access ATM card in the 5
no.
ATM booth.
8.
There are sufficient numbers of ATM 5

booth in your area.
9.
The number of ATM booth should be 5

increased.
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_______
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10.
I get available money in the ATM booth 5
whenever I access them.

11.
DBBL ATM card service charge is 5

lower than any other Bank.
12.
Yearly service charges of DBBL ATM 5

card should be reduced.
13.
UPS facility is available in the ATM 5

booth.
14.
Power supply facility is available in the 5

ATM booth by Generator.
15
I always get fresh and clean money 5

from DBBL ATM booth.
16.
I never found any fake note in DBBL 5

ATM booth.
17.
I never faced any network problems 5

in the DBBL ATM booth.
18.
I dont face any cash jam problems in 5

the DBBL ATM booth.
19.
I dont face any time out problems in 5

the DBBL ATM booth.
20.
I dont face any power failure problems 5

in the DBBL ATM booth.
21.
I can easily access all type of service 5

in ATM machine.
22.
Security staff behavior is nice.
23.
Security is sufficient in front of ATM 5
booth.
24.
I always feel secured when I withdraw 5

money from ATM booth.
25
The overall services of DBBL ATM 5
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_______
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machines are good.

26
I am very much satisfied by using the 5
ATM machine of DBBL.

27
The service quality of ATM services of 5

DBBL is high.
28
The procedure for collecting the ATM 5

card of DBBL is short.
Finally to ensure that have all types opinions represented in my survey. I would like you
to answer the following question.
29. Occupation:
0 Students
0 Service
0 Businesses 0
30. Age:
0 20-24
0 25-29
0 30-34
0 45-49
0 50-54
0 50 Above
31. Gender:
0 Male
32. Marital status: 0 Single
0 Married
District of origin:
34.
Your monthly family income level:
Tk.30000-Tk.40000
0 40-44
0 Female
33.
Below Tk.10000
0 35-39
Tk.10000-Tk.20000
Tk.20000-Tk.30000
Tk.40000-Tk50000
above Tk.50000
__________________________________________________________________________________________________________________________________________________________________________________________
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Report On Overall E Banking of Dutch Bangla Bank Limited

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_________________________________________________________________________________________________________________________________________________________________________________________________

As a part of my under graduation program, I have completed my theses report in a

1.1 RATIONALE OF THE STUDY

1.2 OBJECTIVE OF THE STUDY

To get a broader overview of Electronic Banking,

Importance of E-Banking Activities from an organizational perspective,

To identify the activities served by Dutch-bangle bank to perform the

To know the types of services which DBBL provides electronically.

To learn the operations of ATM machine.

1.3 SCOPE OF THE STUDY

Face-to-face conversation with the respective officials& clients.

Informal conversation as well as a direct interview with officials of DBBL

Relevant file study as provided by the officers concerned.

The Secondary Sources:

Annual report and periodical publications

Different publications, Newspapers and Journals.

The internet will also be used as a theoretical source of information

1.5: LIMITATIONS OF THE STUDY

The following limitations are apparent in the report

2.1 BACKGROUND OF DBBL

2.2. MISSION, VISION AND OBJECTIVE OF DBBL

Dutch-Bangla Bank believes in its uncompromising commitment to fulfill its customer

To establish relationship banking and improve service quality through

To remain one of the best banks in Bangladesh in terms of profitability and

To introduce fully automated systems through integration of information

To ensure an adequate rate of return on investment

2.3 PRODUCT AND SERVICES OF DBBL

On line Banking through all Branches

2.3.2 Banking Products

Credit against Trust Receipt for retirement of import bills.

FDD, TT, TC and Cash (FC)

3.0 ABOUT DBBL E-BANKING

3.1 REQUIREMENTS ANALYSIS:

3.2 BACKGROUND OF E-BANKING OF DBBL

Source: DBBL Card Division

3.3 REVOLUTIONIZING BANKING IN BANGLADESH

3.4 MAKING TECHNOLOGY AFFORDABLE FOR THE MASSES

3.5 COLLABORATING WITH OTHER BANKS FOR A COMMON GOAL

3.6 DBBL DEBIT CARD

DBBL Debit card products are:

3.7 DBBL CREDIT CARD

Service Holders & many more.

Fees per transaction for Charge to be relized from

inter-zonal transactions (Tk)

3.10 UPCOMING INITIATIVES

3.11 SERVICE PROVIDED BY ON-LINE OF DBBL

Account balance enquiry

Mini statement printing

PIN (Personal Identification Number) change

Request for Cheque Book

Fund transfer within his/her own accounts

Cash withdrawal 24 hours a day, 7 days a week, 365 days a year

Cash deposit to some designated number of ATMs any time

Through the Internet Banking of DBBL, the following can be performed:

Checking of account balance

Print-out of account statement for a particular period.

Transfer of found within the customers own accounts

Payment of School/College/University fees by debiting ones account

Purchase of activation number for mobile/internet pre-paid cards.

Deposit of loan installments

Stop Cheque payments

Opening of an FDR (Fixed Deposit Receipt) account by debiting ones

Submission of L/C (Letter of Credit) application on-line