Report

On
ATM coverage of the DBBL in BD

Prepared for:
A, Ashfaque Mohib Department of Operation Management
Faculty of Business Administration AMERICAN INTERNATIONAL UNIVERSITY-BANGLADESH

Prepared by:
. ........................ ID: ID: ...................

AMERICAN INTERNATIONAL UNIVERSITY-BANGLA

23-12-2010 A, Ashfaque Mohib Lecturer Department of Business Administrations American International University Bangladesh. Subject: Submission of the Report. Dear Sir With due to respect it is our pleasure to present the term paper entitled ATM service of DutchBangla Bank Limited. While preparing the report we have tried our level best to focus closely on the topic and tried to collect most complete and up-dated information available. We believe that it will provide a clear scenario of our selected ATM banks activities (including technology). To prepare this report, we have given best effort to accumulate needed information. We shall be available to answer my question clarification. Thank you for yours sincerely supports. Sincerely yours, .. ................. ID: . ID: ....................

ACKNOWLEDGEMENT

The success of this report depends on the contribution of number of people specially my group members who have shared their thoughtful guidance and suggestions to complete this report. First, we express our sincere gratitude to our honorable course teacher A, ASHFAQUE MOHIB for his valuable contribution to the preparation of this report. He has been gracious enough to spare time out from his busy schedule for giving us all the necessary assistance throughout the entire period of the semester and the report writing time. Without his help this report might not have been a comprehensive one. We would like to give special thanks to (person by whom we will get help) for giving us time from their very busy office work to discuss the things & have guided us by giving useful suggestions and providing us data and relevant information for completing this report. They shared their practical experiences and talk about their loyalty and commitment towards the organization.

Particulars Acknowledgement Summary

Page No 4 1

1.1.Objective 1.2.Results 1.3.Conclusion 1.4.Recommendation Research Details 2.1.Introduction 2.1.1.Title of Study 2.1.2 Profile of the Organization or Business Establishment 2.2.Methodology of the Study 2.2.1. Research Design 2.2.2.Data collection Method 2.2.3.Sample Design 2.2.4.Fieldwork 2.2.5.Analysis 2.3.Result 2.4.Limitations 2.4.1.Limitations of the Study 2.5 Conclusion & Recommendation of the Study 2.5.1..Conclusion 2.5.2.Recommendation

1 1 2 2 3 3 3 3

4 4 4 4 4 4 5-14 15 15 15

16 17

Summary

1.1. Objective:
i. To know the services of the bank. ii. ATM coverage of the DBBL in BD

Specific Objectives:
To know about ATM coverage of bank over the country and employee satisfaction

1.2.

Results:
We have conducted our survey on ATM booth of DBBL in the Banani and Farm gate. From survey we find that DBBL ATM card users are not much satisfied. They dont have adequate knowledge about DBBLs other bank products and services. In the case of withdraw limit, they want that bank should increase the withdrawal limit of money. Because of huge customer and insufficient money in booth, they dont get money always available when they need. Although they have the highest number of Atm booth (1062), they cannot provide quality service as customer need. The speed of machine in the view of customer is slow because of machine problem. Here we have seen the problem of monitoring for that reason; customers are facing that kind of problem as for the most of the customer time minimizing is more important in case of withdrawing money. Besides machine problem and load shedding, standing in the long line is another problem is faced by them. After all customer think that the bank charge of Atm card is less than other bank. Really we see that the problem of machine is not so much but significant customer do not know fully how withdraw money from booth quickly, they follow the procedures slowly for that reason they blame the machine problem.

1.3.

Conclusions:
The Dutch-Bangla Bank was built-in as a public limited company under the Companies Act. 1994. The Bank started its commercial operation on July 04, 1996 with an authorized capital of Tk. 1,000 million and paid up capital of Tk. 100 million. The Bank

has 89 branches, 1062 ATM booth but they cannot provide quality service as customer need.

1.4. Recommendation:
Providing twenty-four hours ATM service undoubtedly appreciative but Bank authorities should be more careful about the service. Being aware of the problems customers are facing, they have to work accordingly. They should not forget that assuring customer needs and satisfaction is their first and foremost responsibility.

2.1. Introduction
2.1.1. Title of the Study: ATM coverage of Dutch-Bangla Bank Limited

2.1.2. Profile of the Organization or Business Establishment 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 July4, 1996. The head office of the Bank is located at Senakalyan Bhaban (4th floor), 195, Motijheel C/A, Dhaka, Bangladesh. The Bank commenced its banking business with one branch on 4 July 1996. DBBLs truly OnLine Banking is a fully automated real-time, any where, any way banking service which covers: 24 hours a day and 365 days a year un-interrupted banking services through: Branches (Total number of branch88) ATMS(Total number of booth-1062) Fast Track(Total number-50) POS Terminals Internet Banking SWIFT Standing Instructions Automated Clearing House (ACH) Call center/Help desk

DBBL has selected all the necessary items for truly on- line Banking. The truly on-line Banking will officially be inaugurated on 3rd January, 2005. In this unique real- time, anywhere, any-way banking program of DBBL, the valued customers and trusted partners will enjoy a full range of modern banking services at desired speed, absolute accuracy and competitive Price. They are fully aware of the confidentiality and security of customers personal and accounts information stored into our computer systems. The confidentiality and security of customers data is achieved by establishing four layers of security at application, network, database and operating system levels

2.2. Methodology of the Study

2.2.1. Research Design:

We are doing descriptive study because by this we can find out the characteristic of Our topics problem (ATM booth coverage and its limitation of using). 2.2.2. Data Collection Methods: Data has been collected through both primary and secondary sources. Besides results has been collected by survey, observation and experience. 2.2.3. Sample Design:

What are services of bank? How many booths are established in BD? What are the technologies they are using? How the samples were selected? 2.2.4. Fieldwork: In the field work, we do survey in Banani branchs booth, its users and its branchs employees. 2.2.5. Analysis: After doing all this we have used graph, pie charts etc statistical method to show the information which we have gathered.

2.3. Result:
2.3.1. How much you are satisfied with DBBL ATM card? A) Very much B) Little bit C) Moderate D) Not to much E) Nothing Table 2.3.1.1: Satisfaction level of DBBL card

Options of the Questions Very much Little bit Moderate Not to much Nothing Total

Frequency of Responds 2 19 4 15 0 40

In Percentage 5% 47.5% 10% 37.5% 0% 100%

Figure 2.3.1.2: Satisfaction level of DBBL card

Analysis: From survey we see that customers are not satisfied by using DBBL Atm card because of various reasons such as: 1) located in the side of main road, 2) machine problem, 3) insufficient money in the booth, 4) Huge crowd in the line some time, 5) showing zero balance though there is sufficient money in banks account, 6) Inter-collaboration of using ATM network among some of the banks is one reason of always busy Atm etc.

2.3.2. Do you know about the other products and services of DBBL? A) Know everything B) Know something C) Know nothing D) No comments Table 2.3.2.1: Knowing the other products and services of DBBL Options of the Questions Know everything Know something Frequency of Responds 2 28 In Percentage 5% 70%

Know nothing No comments Total

3 7 40

7.5% 17.5% 100%

Figure 2.3.2.2: Knowing the other products and services of DBBL Analysis: From field work, we see that most of the DBBL Atm card users do not

have adequate knowledge and information about that banks products and services. They know something about it. It shows the negligence toward the banks products and services by customers response. Beside student (significant users of Atm card) are not interested to know about this.
2.3.3. Do you think DBBL need to increase the money withdrawal limit? A) Yes B) No Table 2.3.3.1: DBBL need to increase the money withdrawal limit Options of the Questions Yes No Total Frequency of Responds 34 6 40 In Percentage 85% 15% 100%

Figure 2.3.3.2: DBBL need to increase the money withdrawal limit

Analysis: Customers recommend that the bank should increase the withdrawal limit of

money because sometimes people need money more money but they cant withdraw. We know that due to security bank cant deposit much money in booth for that reason they can not permit customer to withdraw more money. When we visited branch of this bank then they told this as a reason for not increasing withdrawal limit.
2.3.4. Do you get money available always in the DBBL ATM boot? A) Yes B) No Table 2.3.4.1: Satisfaction level of DBBL card Options of the Questions Yes No Total Frequency of Responds 8 32 40 In Percentage 20% 80% 100%

Figure 2.3.4.2: Satisfaction level of DBBL card Analysis: We see that 80% of customers have told that they do not get money always

when they need. Inter-collaboration of using ATM network among other banks and huge customer and low supply of money than huge demand are responsible for this problem.
2.3.5. The number of ATM booth is enough for their customer?

A) Yes

B) No
Table 2.3.5.1: The number of ATM booth is enough

Options of the Questions Yes No Total

Frequency of Responds 5 35 40

In Percentage 12.5% 87.5% 100%

Figure 2.3.5.2: The number of ATM booth is enough

Analysis: Day to day the user of ATM card users are increasing and people are using it

instead of carrying money in pocket as it is secure. So, Customer think that bank should set up more booth homogenously (maintaining balance in area in the case of number)

2.3.6. What do you think the speed of ATM Boot Machine?

A) High B) Moderate C) Low D) Very Low

Table 2.3.6.1: The speed of ATM Boot Machine Options of the Questions High Moderate Low Very Low Total Frequency of Responds 3 5 25 7 40 In Percentage 7.5% 12.5% 62.5% 17.5% 100%

Figure 2.3.6.2: The speed of ATM Boot Machine Analysis: 62.5% of the customers think that the speed of machine is low. It is usually happened because of lacking in monitoring and management system of bank. But we see that the students take less time than others and their opinion is that most of the cases it is not machine problem as people take much time to take money from booth and they do the operation slowly. So we see that it is creating controversial matter. Besides, Sometimes, ATMs remains out-of-service for hours without any pre-notice whereas clients have their rights to do transaction any time they want, in this regard they at least expect notice pre hand. On the other hand, most of the ATM booths are without having help-line service therefore customers cant solve their queries immediately.

2.3.7. What type of credit card do you like? o DBBL-NEXUS Classic Card (debit) o DBBL-NEXUS Maestro card (debit) o DBBL-NEXUS VISA Electron card (debit) Table 2.3.7.1: Types of credit card Options of the Questions Frequency of Responds DBBL-NEXUS Classic 25 Card (debit) DBBL-NEXUS Maestro 10 card (debit) DBBL-NEXUS VISA Electron card (debit) 5

In Percentage 62.5% 25% 12.5%

Total

40

100%

Figure 2.3.7.2: Types of credit card

Analysis: We see that DBBL provides various kinds of cards from which people prefer

the DBBL-NEXUS Classic Card (debit) because of its various facilities and features. Besides people who are businessman uses DBBL-NEXUS Maestro card (debit) as its
withdraw limit is much than others but its formalities is complex and for this card, people have to have fixed deposit in banks account (at least 15 lac) where it is costly and impossible in some extent for people.

2.3.8. How frequently do you use ATM card of DBBL?

o o o o o

Everyday 2-6 times in a week Once a week Less than once a week Less than once a month
Table 2.3.8.1: Use ATM card of DBBL

Options of the Questions Everyday 2-6 times in a week Once a week

Frequency of Responds 2 8 10

In Percentage 5% 20% 25%

Less than once a week Less than once a month Total

16 4 40

40% 10% 100%

Figure 2.3.8.2: Use ATM card of DBBL Analysis: 40% of the people use the ATM card less than once a week, in this percentage

most of them are students and they use it after the weekend because their need is less than others. 20% people who use the card 2-6 times in a week are service holder. They use it to meet up their daily expenses (meat, fish, vegetables, transportation etc). 5% people who use everyday are mostly women. They use it for shopping in mall.

2.3.9. What type ATM service is most important to you?

A) Easy cash B) Convenience C) Time minimizing

Table 2.3.9.1: Important service of DBBL Options of the Questions Easy cash Convenience Time minimizing Total Frequency of Responds 5 5 30 40 In Percentage 12.5% 12.5% 75% 100%

Figure 2.3.9.2: Important service of DBBL Analysis: From the customers points of view, the most importance of ATM service is that

it minimize the time to get money where it take much time to withdraw money from bank. To the rest people easy cash and convenience are most important.
2.3.10.

What was your most embarrassing moment with DBBL ATM booth? A) Waiting in a very long line in an ATM booth B) Short in cash at ATM booth C) Machine problem D) Load shedding
Table 2.3.10.1: Most embarrassing moment with DBBL ATM booth Options of the Questions Waiting in a very long line in an ATM booth Short in cash at ATM booth Machine problem Load shedding Total Frequency of Responds 20 In Percentage 50%

10 8 2 40

25% 20% 5% 100%

Figure 2.3.10.2: Most embarrassing moment with DBBL ATM booth Analysis: For certain period of time in a day before office time and afternoon people have

stood in the long line. For that reason most of the people said it as an embarrassing moment. 25% people face problem because of its shortage of cash in booth.

2.3.11.

Do you agree DBBL choose the right place for ATM boot? A) Strongly Agree B) Agree C) Moderate D) Disagree E) Strongly Disagree
Table 2.3.11.1: DBBL choose the right place for ATM booth Options of the Questions Strongly Agree Agree Moderate Disagree Strongly Disagree Total Frequency of Responds 4 6 2 25 3 40 In Percentage 10% 15% 5% 62.5% 7.5% 100%

Figure 2.3.11.2: DBBL choose the right place for ATM booth Analysis: Most of the people think that the placement of booth is not in right place (we

did only survey in Banani and Farm gate). Because these booths are set up at side of main road of city for that reason passing road is risky and many people pass the footpath and it creates problem to stand in the line.

2.3.12. DBBL charge on ATM card less than other bank? A) Strongly Agree B) Agree C) Moderate D) Disagree E) Strongly Disagree Table 2.3.12.1: DBBL card charge less than other bank Options of the Questions Strongly Agree Agree Moderate Disagree Strongly Disagree Total Frequency of Responds 15 10 5 7 3 40 In Percentage 37.5% 25% 12.5% 17.5% 7.5% 100%

Figure 2.3.12.2: DBBL card charge less than other bank Analysis: 37.5% people think that the charge is less than other bank. When we compare

the charge of Atm card of various banks then we see that their complement is true. Another reason is that their huge demand for their ATM card helps them to keep the charge in limit as much as possible. One reason is that they permit their other banks customer to use their booth and its charge is much than their DBBL ATM card, this strategy also helps them to charge less to their customers.

2.4. Limitation:
2.4.1. Limitations of the study: In our report, we did not interview every people of Banani area which is the main limitation of the study. However, the data is standardized but it would be more valid and reliable if we interview the whole population in Banani area.

2.4.2.

Other limitations of the study:

1. Time is not sufficient

2. Study area is very busy

2.5. Conclusion and Recommendation:

2.5.1 Conclusion
The Dutch-Bangla Bank was built-in as a public limited company under the Companies Act. 1994. The Bank started its commercial operation on July 04, 1996 with an authorized capital of Tk. 1,000 million and paid up capital of Tk. 100 million. The Bank has 89 branches, 1062 ATM booth but they cannot provide quality service as customer need. The speed of machine in the view of customer is slow because of machine problem. Here we have seen the problem of monitoring for that reason; customers are facing that kind of problem as for the most of the customer time minimizing is more important in case of withdrawing money. Besides machine

problem and load shedding, standing in the long line is another problem is faced by them. After all customer think that the bank charge of Atm card is less than other bank. Really we see that the problem of machine is not so much but significant customer do not know fully how withdraw money from booth quickly, they follow the procedures slowly for that reason they blame the machine problem. Most of the people think that this banks placement of Atm booths is not in right place. Inter-collaboration of using ATM network among some of the banks is one reason of always busy ATMs. ATMs being out-of-service, insufficient cash, capturing ATM Cards due to network problem, defective ATMs these are common phenomenon; people are facing a lot of difficulties everyday because of these. Sometimes, ATMs remains out-of-service for hours without any pre-notice whereas clients have their rights to do transaction any time they want, in this regard they at least expect notice pre hand.

2.5.2. Recommendation:

1. If the bank authority should hang the instructions inside the Atm booth, it will benefit the consumers. 2. The bank authority should keep the money in the booth volt according to customers demand as the demand for drawn money is not same in the all booth. 3. The bank authority can provide instructions when the customers buy debit card/credit card/visa card.

4. When they establish their booth, they should also think about secure and right position (for right position they can make survey) of the booth. 5. They should increase the using (renewal time) time rate from 1yrs to 2yrs. 6. As now the students especially of private universities are using card (Debit card/credit card) so the bank authority can launch a program in which students are taught about using this type of card effectively and about banking activities which give necessary. 7. To encourage women, bank should make a system to make double line before the Atm booth (one for male and one for female). 8. Bank should decrease the charge of using card for students as they are future leader/business/jobholder/chief executive. 9. They should setup generator according to their demand of ATM booth in certain areas. 10. Do not provide other bank to use that booth in which people standing in a long line.

Appendix

3.1.

Data Collection Form:

3.1.1. Questionnaire 1:

American International University -Bangladesh

Department of Operation Management

Name: Age: Gender: Occupation:
1) How much you are satisfied with DBBL ATM card? A) Very much B) Little bit C) Moderate D) Not to much E) Nothing

2) Do you know about the other products and services of DBBL? A) Know everything B) Know something C) Know nothing D) No comments 3) Do you think DBBL need to increase the money withdrawal limit? B) Yes B) No 4) Do you get money available always in the DBBL ATM boot? B) Yes B) No 5) The number of ATM booth is enough for their customer? B) Yes B) No 6) What do you think the speed of ATM Boot Machine? B) High B) Moderate C) Low D) Very Low

7) What type of credit card do you like? o DBBL-NEXUS Classic Card (debit)
o DBBL-NEXUS Maestro card (debit) o DBBL-NEXUS VISA Electron card (debit)

8) How frequently do you use ATM card of DBBL? o Everyday o 2-6 times in a week o Once a week o Less than once a week o Less than once a month 9) What type ATM service is most important to you? A) Easy cash B) Convenience C) Time minimizing

10) What was your most embarrassing moment with DBBL ATM booth? A) Waiting in a very long line in an ATM booth B) Short in cash at ATM booth C) Machine problem D) Load shedding 11) Do you agree DBBL choose the right place for ATM boot? B) Strongly Agree B) Agree C) Moderate D) Disagree E) Strongly Disagree 12) DBBL charge on ATM card less than other bank? B) Strongly Agree B) Agree C) Moderate D) Disagree E) Strongly Disagree