An Internship Report On

“Factors Affecting a Person to Become a Customer of a Bank: A Survey on Dhaka Bank

Limited (DEPZ Branch)”
 An Internship Report On
Factors Affecting a Person to Become Customer of a Bank: A Survey on Dhaka Bank
Limited (DEPZ Branch)

Prepared For:
The Chairman
Fourth Year Exam Committee

Prepared By:
Ishrat Jahan
Exam ID: 151953
BBA Program
Session: 2014-2015

Jahangirnagar University
Savar, Dhaka-1342

April 03, 2019

April 03, 2019

The Chairman
Fourth Year Examination Committee
Department of Finance & Banking
Jahangirnagar University
Savar, Dhaka

Through: Mr. Nilanjan Kumar Saha, Internship Program Supervisor

Subject: Submission of the Internship Report.

Dear Sir:
It is my great pleasure to submit you my internship report on “Factors effecting a person to
become a customer of a bank, a survey on Dhaka Bank Limited (DEPZ branch)”. This report
will be informative as well as comprehensive. I enjoyed the challenge of preparing the report
as it has provided me with an opportunity to increase my understanding about general
Banking activities and customer satisfaction about Dhaka Bank Limited. Working in Dhaka
Bank Limited (DEPZ Branch) was an inspiring experience for me. I believe that knowledge
and experience will facilitate me a lot in my future career.
I will be obliged to answer any query that may arise during the evaluation of this report and I
will be glad to do so. I am requesting and hope that you would be king enough to accept my
report and obliged thereby.

Sincerely yours,

____________________
Ishrat Jahan
Exam ID: 151953
Department of Finance & Banking
BBA Program, Session: 2014-2015
Jahangirnagar University
Savar, Dhaka-1342
 Acknowledgement
First of all, I would like to express gratitude to almighty Allah. Then all the people who were
involved both directly and indirectly in the preparation of this report. The internship program
is very helpful to bridge the gap between the theoretical knowledge and real-life experience
as part of Bachelor of Business Administration (BBA) program. This internship report has
been designed to have a practical experience through the theoretical understanding. It is my
privilege that I had the opportunity to do internship in Dhaka Bank Limited, DEPZ Branch.
I would like to thank my academic supervisor Mr. Nilanjan Kumar Saha, Associate Professor,
Department of Finance & Banking, Jahangirnagar University, for guiding me and for giving
me the opportunity to initiate this report. More specifically, I would like to thank him for
imparting his time and wisdom.
I want to thank all the officials of Dhaka Bank Limited that were involved. I was placed in
General Banking department of Dhaka Bank Limited, DEPZ Branch to work as an intern
from December 2nd,2018 to February 28th,2019. I would especially like to thank Abu Jahid
Ansary (VP & Manager, DEPZ Branch.), Mohammad Mubarok Hossain (SAVP & Operation
Manager, DEPZ Branch.), Abdullah Al Mahmud (Senior Officer), Ali Ahsan Bhuiyan
(Officer), Md. Shahadur Rahman (Officer). I would like to thank them for giving me the
required information to commence this report and for providing the permission to do the
required work. I would also like to thanks all the valuable clients who helped me when I
asked them any questions regarding my topic and appreciate me in my work.
Finally, I acknowledge the inspiration and assistance of my friends and other people who
have offered their help in different stages of the internship program.
 Table of Contents
Executive Summary.........................................................................................................................v
Chapter 1: Introduction..................................................................................................................1
Introduction:...............................................................................................................................2
Origin of the Study:.....................................................................................................................2
Purpose of the Study:.................................................................................................................3
Objective of the Study:...............................................................................................................3
Scope of the Study:.....................................................................................................................3
1.6 Limitations of the Study:.................................................................................................3
Chapter 2........................................................................................................................................4
About Dhaka Bank Limited.............................................................................................................4
2.1 Background of the Company:...............................................................................................5
2.2 Vision:...................................................................................................................................7
2.3 Mission:................................................................................................................................7
2.4 Values:..................................................................................................................................7
2.5 Strategies:.............................................................................................................................7
2.6 Goal in 2020:.........................................................................................................................8
2.7 Objectives:............................................................................................................................8
2.8 Products & Services of DBL:..................................................................................................8
2.9 Departments of DBL..............................................................................................................9
Chapter 3......................................................................................................................................12
Literature Review.........................................................................................................................12
Chapter 4......................................................................................................................................15
Methodology of the Report..........................................................................................................15
4.1 Methodology of the Report................................................................................................16
4.2 Questionnaire.....................................................................................................................16
4.3 Methods of Data Collection................................................................................................16
Primary sources....................................................................................................................16
Secondary sources................................................................................................................16
Chapter 5....................................................................................................................................xviii
Data Analysis, Interpretation and Findings.................................................................................xviii
5.1 Data Analysis......................................................................................................................xix
Gender..................................................................................................................................xix
Age............................................................................................................................................xx
Educational Qualification.........................................................................................................xxi
Occupation..............................................................................................................................xxii
 Type of the Account................................................................................................................xxiv
Distance of the Branch............................................................................................................xxv
Loan Negotiation....................................................................................................................xxvi
L/C Account Opening............................................................................................................xxviii
Other services:........................................................................................................................xxix
Important factor as a first-time customer:..............................................................................xxx
5.2 Findings.............................................................................................................................xxxi
Chapter 6..................................................................................................................................xxxiii
Recommendations and Conclusions.........................................................................................xxxiii
6.1 Recommendations:.........................................................................................................xxxiv
6.2 Conclusion........................................................................................................................xxxv

Table of Figure

Serial Name Page

No:
Figure 1 Gender
Figure 2 Age
Figure 3 Educational Qualification
Figure 4 Occupation
Figure 5 Type Of The Account
Figure 6 Distance Of The Branch
Figure 7 Loan Negotiation
Figure 8 L/C account Opening
Figure 9 Other services
Figure 10 Important Factor As a First Time Customer
 Executive Summary
This report has been prepared as the requirement of the BBA program of Department of
Finance & Banking, Jahangirnagar University. This report is completed based on my three
months internship in Dhaka Bank Limited (DEPZ) Branch. The topic of my report is
“Factors affecting a person to become a customer of a bank: A survey on Dhaka Bank
Limited (DEPZ branch). One set of structured questionnaires was specially designed for my
respondents namely bank executives, borrowers, depositors. The study concludes that
location of the bank branch, reputation of the bank branch, quality of the bank management,
personal relationship with bank employees, easiness to open an account are the most
important factors. I found that both depositors and borrowers are influenced by different type
of factors. As the economic environment is rapidly changing and customers are becoming
more demanding and sophisticated, it has become more important understanding customers
bank selection criteria that has been considered to be helpful for banks in identifying the
appropriate marketing strategies needed to attract new customers and retain existing ones.
Finally, I can say that by working here and analyzing its operation it is understood that in a
very short period of 23 years they earned the respect and acceptance from the customers and
now it is one of the leading private commercial bank in the country
Chapter 1: Introduction
Introduction:
The orientation of many commercial banks in developing countries helps people to smoothen
their business activities (Todaro and Smith, 2014). The banking sector of Bangladesh is also
advancing along the pace of globalization. Just at the commencement of the independence of
Bangladesh, there was six nationalized commercial banks, two state-owned specialized banks
and three foreign banks. Currently, the banking industry, led by Bangladesh Bank, the central
bank of the country, consists of six nationalized commercial banks (NCBs), thirty-nine
private commercial banks (PCBs), nine foreign commercial banks (FCBs) and four
specialized commercial banks (SCBs). As the economic environment is rapidly changing and
customers are becoming more demanding and sophisticated, it has become more important
for financial institutions to find out the factors which are important to affect a person to
become a customer of a bank. (Boyd et al., 1994)
Understanding customers’ banks selection criteria has been considered to be helpful for banks
in identifying the appropriate marketing-strategies needed to attract new customers and retain
existing ones (Kaynak and Kucukemiroglu, 1992). Indeed, the growing competitiveness in
the banking industry (Grady and Spencer, 1990), and similarity of services offered by banks
(Holstius and Kaynak, 1995), has made it increasingly important that banks identify the
factors that determine the basis upon which customers choose between providers of financial
services. Therefore, for this sector, the quest lies in determining the basis on which
customers, both depositors and borrowers make their selection process for a bank.
Considering the limitations in the studies conducted to date, this study attempts to explore
these determinants and also to identify the orientation of customers relative to these factors in
the perspective of Bangladesh. This research will further help in determining the specific
factors which customers perceive as important in their choice of a commercial bank.

Origin of the Study:

As a partial requirement of BBA program, I need to go for internship to gather practical
experience and need to submit the report regarding that practical knowledge. This report is
originated after completing the BBA program from Department of Finance & Banking under
Jahangirnagar University. This report is the outcome of the assigned internship, suggested by
the supervisor, Mr. Nilanjan Kumar Saha of Finance & Banking Department, Jahangirnagar
University.
In today’s world, only academic education does not make a student perfect to become
competitive with the outside world. Survey is highly needed to gain idea, knowledge and
experience. From this Survey, I get the opportunity to learn facing the real banking world.
This report has been prepared as the requirement of the BBA program. I have prepared this
report based on my experience working in the general banking department in Dhaka Bank
Limited.
The report will definitely increase the knowledge of other students to know about the factors
affecting a person to become a customer of a bank.
 Purpose of the Study:
The purpose of the report is to identify the factors affecting a person to become a customer of
Dhaka Bank Limited (DEPZ Branch). This study attempted to understand customer point of
view regarding the factors those they think are responsible to influence them to be a customer
of a bank.

Objective of the Study:

The main objectives of the study summarized as follows:
1. To determine the factors affected the customers in choosing their bank and its importance.
2. To find out whether the factors used by bank customers and the perception of bank
executives about those factors coincide or not.
3. To provide bank executives an insight into the kinds of services that customers find most
appropriate for their banking needs.

Scope of the Study:

Banks provides different types of service to its customers. It provides good service with good
behavior to their customer. So, the customers feel excellent to their services and behavior.
Here we are focusing on finding out the factors effecting a person to become a customer of a
Bank.

1.6 Limitations of the Study:

There are some specific problems and limitations those I’m facing during the entire process
of preparing the report. Some of them are:
1. Secrecy or Confidentiality is a crucial matter in this organization. As an intern it is not
possible to reach those secret topics
2. The bank’s officials sometimes are busy enough to explain me some of the functions though
their cooperation was unquestionable.
3. Not able to collect data from all the clients because of their behavior.
4. Large-scale research is not possible due to constraints and restrictions posed by the
organization.
 Chapter 2

About Dhaka Bank Limited

2.1 Background of the Company:
Dhaka Bank Limited is the brainchild of a host of committed entrepreneurs and farsighted
dreamers of banking excellence. Established in July 5, 1995, with an Authorized Capital of
Tk-1,000.00 million and paid up capital of Tk-100.00 million. The present paid up capital of
the Bank is Tk.2128 million as on June 30, 2009. The Bank has 50 branches and 2 Offshore
Banking Units across the country and a wide network of correspondents all over the world.
The Bank is now an admired provider of financial services and has positioned itself as a
strong brand in the mind of customers. „Excellence in Banking‟ is our motto and to become
the best performing bank in the country is our mission. As a leading private commercial bank
in Bangladesh, our eminence is backed by quality products and services, superior technology
and highly motivated personnel to realize your dream. We are adored for our good
governance practices, compliance with regulatory guidelines, and flexibility to growing needs
and adaptability to the changing world. In our everyday voyage, we are moving towards an
ultimate goal – A Bank of Your Choice, an entity with sustainable growth and a change-
maker for financial integration. Dhaka Bank Limited was incorporated as a public limited
company under the Companies Act 1994. The Bank has a plan to open more branches in the
current fiscal year to expand the network. It offers the full range of banking and investment
services for personal and corporate Customers, backed by the latest technology and a team of
highly motivated officers and staffs. Dhaka

Company Name Dhaka Bank Limited

Business Type Private (Non-government)

Traded as DSE:DBL

CSE:DBL

Industry Banking

Founded 1995

Headquarters Dhaka, Bangladesh

Products Banking services (Example: Deposit, Loan, ATM etc.)

Managing Director & CEO Syed Mahbubur Rahman

Chairman Reshadur Rahman

Slogan Excellence in Banking

Employee 1750+

Address Purana Paltan Lane, VIP Road, Dhaka 1000, Bangladesh

Company Website www.dhakabankltd.com

Branches The customers are served through a network of 100

Branches, 56 ATM, 20 A.D.M., 2 Off-shore banking, 1
Kiosks and 6 Securities worldwide. DBL has its
presence in 11 major cities/towns in the country
including Dhaka, Chittagong, Sylhet, Khulna, Rajshahi,
Rangpur and Coxs’ Bazar.

Bank Limited is the preferred choice in banking for friendly and personalized services,
cutting edge Technology, tailored solutions for business needs, global reach in trade and
commerce and high Yielding on investments.

Dhaka Bank Limited, at a glance

2.2 Vision:
At Dhaka Bank we draw our inspiration from the distant stars. Our team is committed to assure a
standard that makes every banking Transaction a pleasurable experience. Our Endeavour is to
offer you razor sharp sparkle through accuracy, reliability, timely delivery, and cutting edge
technology, and tailored solution for business needs global reach in trade and commerce and
high yield on your investments. Our people, products and processes are aligned to meet the
demand of our discerning Customers. Our goal is to achieve a distinct foresight our prime
objective is to deliver r a true reflection of our vision- Excellence in Banking.
2.3 Mission:
To be the premier financial institution in the country providing high quality products and
services backed by latest technology and a team of highly motivated personnel to deliver
Excellence in Banking.
2.4 Values:
1. Customer Focus
2. Integrity
3. Teamwork
4. Respect to the Individual
5. Quality
6. Responsible Citizens

2.5 Strategies:
1. Establish DBL as one of the top five successful private commercial banks by 2020.
2. Build a strong deposit base.
3. Strengthen corporate identity and values.
4. Bring the entire system under a very advanced IT platform.
5. Socialize and present the bank to the community as a corporate partner.
6. Introduce new products & services and upgrade existing products & services at comparatively
low cost in order to assure quick respond to the changing demands in the market.
 2.6 Goal in 2020:
Dhaka Bank first time arrange a Town-hall meeting where about 1250 employees meet and
shares their views. In this program, a vision was set, that is called Vision 2020. The main things
of this vision are-

 Ensure highest return for shareholder

 To be the first employer of choice
 Ensure a socially responsible bank.
 Increase revenue 20% each year.
 Achieve cost synergy by 20%
 Reduce cost of funds to 7%
 Reduce dependence on bank deposits to ensure continuous flow of core funds through base
deposit. Change deposit mix time vs. transaction accounts to 60:40.
 Reduce non-performing loan to less than 1% of total assets.

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

2.8 Products & Services of DBL:

Dhaka Bank offers various product and services to their customers. These services include
Corporate Banking, Offshore Banking, Global Trade Services, Remittance Services, Syndication
and Structured Financing, Capital Market Services, Islamic Banking, Retail Banking etc. In
addition, Dhaka Banks offer following modern banking services to their customers:
 ,

2.9 Departments of DBL

DBL maintains their job in a proper and organized way by considering their interrelationship
that are allocated in a particular department to control and maintain the system effectively.
Different departments of DBL
1. Human Resource Division:
The bank’s human resources policy underline on providing job satisfaction, growth
opportunities, and due recognition of superior performance. A good working environment
reflects and honors a high level of loyalty and commitment from the employees. Realizing this
Dhaka Bank Limited has placed the maximum importance on continuous development of its
human resources, identify the strength and weakness of the employee to measure the individual
training needs, they are sent for training for self-development. To orient, raise the banking
knowledge of the employees Dhaka Bank Training Institute (DBTI) organizes both in-house and
external training.
2. Personal Banking Division:
The personal banking department deals with the consumer credit facilities such as the personal
loan, car loan, education loan, tax loan, personal secured loan that are designed to meet the
demand of individual customers. The manager of DBL credit who approves and administers all
 the activities heads this department. The approval officer mainly rejects or approves the credit
requests after considering all the things. After being checked by the approval officer, the credit
requests go to the processing officer for further processing of the application.
3. Treasury Division:
Their main job is to take decisions concerning purchase and sell of foreign Currency. The
purpose of treasury’s operations is to utilize the funds effectively and arrange funds at a lowest
possible rate of interest, through maintaining effective relationship with other banks and
following the Government rules and foreign exchange regulations.
4. Computer and Information Technology Division:
This department gives the hardware and software supports to different departments of the bank.
As this bank is engaged with online banking, the role of IT is very crucial for the bank. This
department in a very active department of DBL because this department is always ready to serve
other employees and customers. It is continuous trying to improve its online services by
installing new software. It started its online services since 2003. The new software FLEX CUBE
is very helpful for all. For this bank is able to give international service.
5. Credit Division:
The borrowing capacity provided to an individual by the banking system, in the form if credit or
loan. The credit policy committee is consist of the managing director, the general manager, the
chief risk officer and the assistant general manager responsible for credits. Committee meet
every week, evaluate the lending portfolio, and determines principles and policies regarding
portfolio management.
6. Operation Division:
This is a vital part of the department. This department establish smooth operation and
functioning within and between all the departments of DBL. It also helps the core banking
activities of DBL. the person who is expert in this matter heads the department who formulates
and manages various critical issues of the services function of DBL. He is imitated by a group of
executives who are the heads of various subsidiary divisions that operate within the services
department. The services department is considered as the backbone of all other departments.
7. Finance and Accounts Division:
This is the most powerful department of DBL. it keeps record of each and every transaction
made between DBL Bangladesh. It is headed by the manager of FCD who ensures that all the
transactions are made according to the rules and regulations of DBL. violation of any rules can
make serious consequences for the lawbreaker.

8. Audit and Risk Management Division:

The risk management division is responsible for measuring risk such as credit risk, operational
risk and market risk, that the bank face in the course of its operations, developing corporate risk
management policies to face and solve all the risks. The primary goal of this department is to
provide capital to businesses in line with their risk, maximize risk-adjusted return and increase
the added value. The audit committee play an active role by observing all the banks and visit
every branch after a fix time.
 Chapter 3

Literature Review
A review of literature indicates that studies related to bank selection criteria have been mainly
conducted in case of more developed countries (Kaufman, 1967; Schlesinger et al. 1987; Buerger
and Ulrich, 1986; Chen, 1999; Thornton and White, 2001; Holstiuset al. 1995; Kaynak and
Kucukemiroglu, 1992; McCullough et al.,1986; Larocheet al. 1986; Zineldin, 1996; Yue and
Tom 1995; Nielsen et al. 1998; Mylonakiset al. 1998; Driscoll, 1999). Such studies have
contributed substantially to the literature on bank selection but their findings may not be
applicable to developing countries like Bangladesh due to different cultural, political and
economic setup. As a set of determinant factors that have a significant role in bank selection in
one region may prove to be insignificant in another. In case of Bangladesh, a very few papers
have been found.
Siddique (2012), using a survey data of 600 customers of private commercial banks (PCBs) and
nationalized commercial banks (NCBs) located in the city of Rajshahi in Bangladesh, found that
the most important factors influencing customers for selecting a private commercial bank are
effective and efficient customer services, speed and quality services; image of the bank, online
banking, and well management.
Parvin and Perveen (2012), using a survey data of 206 respondents, find that easy account
opening is the most important variable. They also observe that responsiveness is the most
important factor to customers which includes friendliness, personality, counseling and foreign
exchange service. Special services such as loan and deposit schemes, electronic fund transfer
service, cash management service, merchant banking, supporting the customer in bad time have
also been found as important. Convenience, assurance, reliability and safety factors are also of
considerable importance to customers to choose a bank
After completing the report I find that there are many factors, those are responsible to affect a
person to become a customer of a bank. Location of the bank branch, reputation of the bank
branch personal relationship with the employee, quality of the bank management are the most
important factors. The all important factors which are affecting a person to become a customer
of a bank are describing below:
1) Location of the bank branch: Customers don't comfortable with a bank that doesn't
have a physical location nearby. Because time is very valuable to everyone, customers
always want to consider an institution with a branch that close to their work or home.

2) Reputation of the bank branch: This branch of Dhaka Bank Limited is not only reputed
in this area but also very famous in whole Bangladesh. The achievements of this branch
are mentioned below:
I. This branch has recently recognized as one of the profitable branches.
II. Our respectable manager sir achieved "Manager of the year" prize recently.
III. This branch has the highest accounts than the other branches of Dhaka bank.
IV. Our offshore banking unit (OBU) became first as it made its highest profit among local
banks in the whole Bangladesh.
3) Financial benefits: The third factors known as financial Benefits. It mainly contains
three variables. In order to importance, they are: interest rates, lower service charge and
faster document processing.
4) Quality of the bank management: Quality of the bank management is the important
factors chosen by the customers. It includes special loans and deposit schemes, cash
management services etc.
5) Bank provides mobile banking services: Dhaka Bank Limited has mobile apps for their
customers named "Dhaka Bank Go". It gives a secure access to the customers for their
accounts and credit cards.
6) Bank has available and convenient ATM services: ATM allows the customer to
withdraw money from the checking account without visiting a bank branch. The feature
of this factor are given below:

 Maximum withdraw-able amount on a day is Tk 50,000.00

 Issuance of ATM card at the time of opening personal account.
 First year service charge is absolutely free.
 Auto ATM card renewal facility.
7) Foreign Exchange Services: As this branch situated in the industrial area, renowned and
big companies take foreign exchange services from this branch. This branch has no bad
debt in its foreign exchange department because of its high analysis and observation. The
liquidity and the portfolio condition of this department is standard of this particular
branch.
8) Personal relationship with the bank employees: Personal relation with bank employees
is very important factor. It includes the quickness of cash deposit, quality of the bank's
management, supports the customers activity in bad time, counseling the clients etc.
9) Loan negotiation: This branch of Dhaka Bank Limited provides their customer all types
of loan, the customers get their loan according to their convenient time because the
officers of credit department take very short time to process the loan.
10) Easiness to open an account: A customer always want to open the account within a very
short time and with an ease. In this factor, our officers help them a lot. Most of the times
they fill up their accounts and do the other necessary things which should be done by the
clients. That's why this branch has the highest accounts than the other branches of this
bank.
According to me, these are the factors affecting a person to become a customer of Dhaka bank
Limited (DEPZ branch).
 Chapter 4

Methodology of the Report

4.1 Methodology of the Report
In this study, the research is conducted to find out the factors those are affecting a person to
become a customer of a bank. Sample data is collected from the personal account holder and
clients of Dhaka Bank Limited.

4.2 Questionnaire
I have developed a structured questionnaire in such a way so that it helps to obtain feedback
from a small but representative sample of potential respondents. This activity involved
more informal interviews based on multiple choice questions as per the sample. In
designing the questionnaire form, the following conditions put into account:

 It would be easy to read and understand

 It would be concise and easy to complete
 It would be sufficient to be conclusive.

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

4.3 Methods of Data Collection

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

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

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

 Prospectus and other documents of Dhaka Bank Limited

 Prior research report
 Website
 Different books and periodicals related to the banking sector
 Chapter 5

Data Analysis, Interpretation and Findings

5.1 Data Analysis

Gender
It refers a set of data organized by summarizing the number of times a particular value of a
variable occurs. Therefore, to analyze my respondents answer I did frequency distribution.

Particulars Total Respondent Frequency

Male 14 28.00%

Female 36 72.00%

Total 50 100.00%

Gender

28%

Male
Female

72%

Interpretation: My sample size was 50. Among them I found that there is 28% male & 72%
female. In the Above Table we can also see that female is 36 and male is 14 among my total
respondent. The ratio presented graphically above in the pie chart. As DEPZ is an industrial
area most of the workers are female so they are more in number than the male.

Age
Particular Total Respondent Frequency

18-30 24 48.00%

31-45 15 30.00%

46-56 9 18.00%

More than 60 Years 2 4.00%

Total 50 100.00%
 Age

18%
4%

18-30
48%
31-45
46-56
More than 60

30%

Interpretation: I have divided my respondents into four categories according to their ages.
Among them 18-30 years old are 48% customers and mostly they are workers in different
factories. 31-45 years old are 30% customers. 46-56 years old are 18% customers of the bank
who are mostly businessmen. And the rest are 4% who are above the age of 60. Therefore, I can
say that most of the respondents are in 18-30 age group.

Educational Qualification

Particular Total Respondent Frequency

Master Degree 2 4.00%

Bachelor Degree 7 14.00%

Higher Secondary Certificate 12 24.00%

Secondary School Certificate 20 40.00%

Primary School Certificate 9 18.00%

Total 50 100.00%

Educational Qualification
4%
18%
14%

Masters Degree
Bachelors Degree
Higher Secondary Certificate
Secondary School Certificate
Primary School Certificate

24%

40%

Interpretation: Among my respondents, 40% are completed their Secondary School as most of
them are workers they are not highly educated. 18% of my respondents completed their Primary
School. 24% are completed their Higher Secondary Certificate. And the rest of them are 4% of
Master degree and Bachelor degree completed by 14%.

Occupation

Particular Total Respondent Frequency

Government Service Holder 12 24.00%

Private Service Holder 25 50.00%

Businessman 10 20.00%

Student 3 6.00%

Total 50 100.00%

Occupation
60%

50%
50%

40%

Column1
30%
24%
20%
20%

10%
6%

0%
Govt. Service Holder Private Service Holder Businessman Student

Interpretation: As most of the workers are private service holder, they are 50% in the chart
table 24% of the workers are government service holder. 20% are businessman and only 6% are
students.
Type of the Account

Particulars Respondent Frequency

Savings Account 27 54.00%

Current Account 9 18.00%

Fixed Account 7 14.00%

Business Account 6 12.00%

Others 1 2.00%

Total 50 100.00%

Type of Account
60%

50%

40%

Column1
30%
54%

20%

10% 18%
14% 12%

0% 2%
Savings Current Fixed Business Others
Interpretation: At the end of the month most of the workers want to save their ages so 54%
respondents have savings accounts among 50 respondents.18% respondents have current account
with bank they are mostly businessman because it is easy for them to withdraw and deposit any
amount of transaction at any time.14% respondents have fixed accounts and 12% respondents
have business accounts. And only 2% have others account such as student account.

Distance of the Branch

Particular Total Respondent Frequency

0.5 Kilometer 28 56.00%

1 Kilometer 13 26.00%

1.5 Kilometers 9 18.00%

Total 50 100.00%
 Distance of the Branch

1.5 Kilometer 18%

Distance of the Branch

1 Kilometer 26%

0.5 Kilometer 56%

0% 10% 20% 30% 40% 50% 60%

Interpretation: Most of the customers want that the branch should be placed nearby of their
resident or workplace. That’s why 56% customers want that the distance should be 0.5 km, 26%
want 1 km and the rest want that the distance should be 1.5 km.

Loan Negotiation

Particular Total Respondent Frequency

Loan timing process 28 56.00%

Interest rate 20 40.00%

Behavior 2 4.00%

Total 50 100.00%

Loan Negotiation
4%

Timing Process
Interest Rate
Behavior
40%

56%

Interpretation: Most of the businessman want to get the loan in a very short period of time. In
this case Dhaka Bank Limited is very fast to process the loan. That’s why 56% customers think
timing process is the most important in loan negotiation which also applicable for other
occupation. Then 40% of customer think that in case of interest rate Dhaka Bank Limited is very
convenient than the other banks. And only 4% think behavior of the officers is important in loan
negotiation process.

L/C Account Opening

Particular Total Respondent Frequency

Satisfactory comments about the

bank 30 60.00%

Friends suggestion 10 20.00%

To try something new 7 14.00%

Upset with the previous bank 3 6.00%

Total 50 100.00%

L/C Account Opening

14%
6%

Satisfactory comment
Friends suggestion
Try to somehing new
Upset with previous bank
20% 60%

Interpretation: 60% of my respondents heard positive comments from other people those have
L/C account in this branch, 20% respondents want to open L/C account because according to
their friends this branch has a good record regarding L/C account.14% customers want to try
something new and only 6% respondents are upset with their previous bank.

Other services:
Particular Total Respondent Frequency

ATM 25 50.00%

Internet Banking 15 30.00%

Mobile Baking 10 20.00%

Total 50 100.00%

Other Services
60%

50%

40%

Other Services
30%

20%

10%

0%
ATM Internet Banking Mobile Banking

Interpretation: Among other services, 50% respondents think of ATM services of this branch of
this bank is far better than that of others bank. 20% of respondents think this branch has easy and
hassle free internet banking services and 10% respondents are amazed by the mobile banking
services of this branch
Important factor as a first-time customer:

Particular Total Respondent Frequency

Easiness to open an account 25 50.00%

Faster document processing 13 26.00%

Behavior of the branch officer 8 16.00%

Environment of the branch 4 8.00%

Total 50 100.00%

Important factor as a first-time customer

8%

16%
Easiness to open an account
Faster document processing
Behavior of the branch officer
50% Environment of the branch

26%
 Interpretation: As most of customers are worker in this branch, they always want to do
anything which is very easy for them. That’s why 50% respondents think easiness to open an
account is the most important factor when he/she open an account for the first time. Then faster
document processing is the second most important thing according to 26% respondents. 16%
respondents think behavior of the branch officer is the another important factors and lastly
environment of the bank is last important thing by 8% respondents.

5.2 Findings
After working at DBL as an intern I have got some findings. All of these findings are completely
from my personal point of view. The findings are:
1. Presently DBL has 104 branches to operate its business. But it is quite hard for DBL to cover the
whole Bangladesh with these number of branches.
2. DBL has 1750 employees but these number of people are not enough to operate the whole
organization. All time they face heavy work load because of the small manpower and at the time
of any festival they face this too much to manage their customer.
3. DBL training program is a very effective program for all the employees but by this they only
know about their regular working matters, they don’t get any knowledge about new technologies
that’s why when they go to work it takes tie to understand the new software.
4. DBL needs to more emphasize on its remittance process. It takes 2-3 days for reaching the
remittance money to the customer account where the customer needs the money in one day.
That’s why customer suffer.
 Chapter 6

Recommendations and Conclusions

6.1 Recommendations:

In order to remain competitive in the industry and become profitable by improving

business performance, Dhaka Bank Limited can think about the following
recommendations:

 Bank is a financial service-oriented organization. Its business profit depends much on

its customer’s satisfaction level. That’s why the authority always should be concern
about their customers and the quality of services, they are providing to them.
 Dhaka Bank Limited should emphasis more on empathy to customers, which means that
DBL should take more attention to individual care of customers and solves their specific
needs. A need to extend branch network and branches that are more new branches
should be opened in the remote area of Bangladesh to reach out the Potential
Customers.
 High level of customer’s services needs to be provided. Now every single company is
very much concerned about customer service as customers are very much important to
them. In addition, so many competitors and substitute are available so it is very easy to
switch from one organization to another one. Especially for banks, customer’s services
are more important because products of every bank are almost same but service is the
only thing that differs from bank to bank. Therefore, it is very important to provide
superior, quality and error free service to customers.
  DBL should need to reduce their ATM and Credit card charge. Extra charge is
discouraging customers to make business with DBL. For cash, withdrawals and deposits
more ATM can be installed in major cities and towns across the country through which
customers can easily get access to their Accounts.
 They should also focus on the marketing aspects to let customers know about their
products and offerings and more promotion to attract new customer. Therefore, that
customer will know the benefit of becoming customers in Dhaka Bank Limited through
different advertisement and marketing program. For that, they can use print media,
electronic media or they can distribute leaflets to customers and they can set up stall in
different trade fair.

6.2 Conclusion
Banking Industry in Bangladesh is now in right track. The bankers are contributing much than
the previous years for the growth and development of the country. Banking is becoming more
and more vital for economic development of Bangladesh in mobilizing capital and others
resources. As an organization, the Dhaka Bank Limited has earned the reputation of top banking
operation in Bangladesh. The organization is much more structured compared to any other
private bank operating in Bangladesh. It has a reputation as a partner for growth. Location of the
bank branch, reputation of the bank branch, financial condition of the bank, personal relationship
with bank employee are the most important factors. After doing this intern report, it has showed
that the factors which are mentioned in the report affecting a person to become a customer of a
bank.
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 Web-Sites
 www.dhakabankltd.com
 http://www.dhakabankltd.com/about_aboutus.php

Published Document & Banking Manual

 Several booklets from Dhaka Bank Ltd.
 Other Internship reports Dhaka Bank Ltd.
 Appendix

Questionnaire

1. Gender
a. Male
b. Female

2. Age
a. 18 – 30 years
b. 31 – 45 years
c. 46 – 56 years
d. More than 60 years

3. Educational qualification.
a. Master degree
b. Bachelor degree
c. Higher Secondary Certificate
d. Secondary School Certificate
e. Primary School Certificate

4. What is your occupation?

a. Government service holder
b. Private service holder
c. Business man
d. Student

5. What type of account do you maintain with this bank?

a. Current account
b. Savings account
c. Fixed account
d. Company account
e. Others
6. Is there any branches nearby?
a. Yes
b. No

7. Which factors determine in loan processing?

a. Loan timing process
b. Interest rate
c. Behavior of the officer

8. You have opened L/C account because-

a. You hear satisfactory comment about this bank.
b. Your friend suggests you about this bank
c. To try something new
d. Upset with the previous bank

9. What type of services appreciated by customer they don’t want to come to the branch?
a. ATM
b. Internet
c. Mobile

10. As a customer which factor do you think most important when you open an account for the time?
a. Easiness to open an account
b. Faster document processing
c. Environment of branches
d. Behavior of the branch officer