I would like to thank you for giving me the opportunity to get to know the atmosphere of the office and the formal academic report. Finally, I would like to express my gratitude to all the employees of Dutch Bangla Bank Limited (Gulshan Office), especially those from the Marketing and Sales Department, for the time and effort they put into participating in the interview and conducting the survey . sessions. I gained a better understanding of the company's culture and found the ideal candidate for the position.
The retail banking business should focus its attention primarily on customer value, customer happiness, quality of service and, as a result, customer loyalty. This survey aimed to gain insight into customer satisfaction and perception of the bank's service quality across many aspects.
Introduction
- Origin of the Report
- Purpose of the Report
- Objectives of the Report
- Broad Objective
- Specific Objectives
- Scope of the Report
- Limitation of the Report
This research aimed to understand the customer's happiness and perceptions of the bank's service quality across many aspects. To identify the internal and external factors that can have an impact on their growth of the business in the banking industry of Bangladesh. To find out the challenges of banking services that can have an impact on their growth of the business in the banking industry of Bangladesh.
To make a recommendation that can solve the challenges of Dutch Bangladesh Limited's lack of customer service. Despite my efforts, there are still some gaps in the coverage and structure of the report I prepared for "Customer Satisfaction Survey on Banking Services of Dutch Bangla Bank Limited: Survey is based on primary data."
Literature Review
- Service Quality
- Service Quality in Banking Sectors
- Customer Satisfaction in Banking Sectors
- Relationship between Service Quality and Customers’ Satisfaction
When it comes to a company's effort to differentiate itself from its rivals, many individuals feel the quality of service they provide as a key instrument (Ladhari, 2008. According to (Duff, 2008), if businesses have an idea of clear what constitutes high quality service, they can improve the quality of the services they provide, which should make their customers satisfied. According to (Gronroos, 2007), service quality is the result of customer change from their expectations to those of the business.
The consequence of the customer's assessment of the service dimensions, which may be technical or functional, is the perceived level of service received by the consumer. According to (Razak, 2007), overall customer satisfaction is the result of the customer's assessment of a collection of experiences associated with a particular service provider.
Company and Industry Analysis
Competitive Intensity and Bank Responses
- Threat of New Entrants
- Bargaining Power of Customers
- Bargaining Power of Suppliers
- Threat of Substitute
- Competitive Rivalry
There are many different factors that can affect the amount of profit a company or sector makes. If, on the other hand, these five components are relatively stable, there is potential for increased returns. Competition at a certain level is healthy as it encourages the development of original thoughts and strategies at work.
Many influential people and groups are putting pressure on the government to open new financial institutions. Also, some foreign financial institutions have recently started providing financing facilities to local companies at reduced interest rates and more relaxed terms and conditions than before. Customers can simply switch to another bank for all or some of their banking needs, reducing the bank's overall involvement.
Offering deposit rates that are comparable to those offered by other financial institutions in the market. Helping customers to carry out a wide range of banking operations on the go by making digital mobile banking available to them. To reap the benefits of being first to market, they are looking for opportunities that may arise as a result of changes in technology and legal frameworks.
There are 61 scheduled banks, 5 non-scheduled banks and 34 non-banking financial institutions in the country's banking sector (NBFIs). To further improve their customer acquisition strategies and reduce the market share of existing service providers, banks are also developing new products and services. Their excellent service standards and great experiences keep our customers coming back to them.
SWOT Analysis of Dutch Bangla Bank Limited
By reducing the cost-to-income ratio and maintaining an adequate ratio of capital to risk-weighted assets, Dutch Bangla Bank was able to successfully meet regulatory requirements. They are able to deliver the highest potential value to the company due to the positive environment in which they do business and the well-developed human resources they possess. The classification of the monetary effects of different human resource management techniques can help create successful HRM practices.
Dutch Bangla Bank Limited offers its exclusive clients a complete range of regulatory services, in addition to an extensive selection of innovative corporate, retail and small and medium business (SME) products. Dutch Bangla Bank Limited has complied with all tax and VAT regulations of the Bangladesh Bank and the National Board of Revenue from day one. Compared to other market leaders, Dutch Bangla Bank Limited's exposure to retail and small and medium-sized enterprises (SMEs) is quite modest. c) Dependence on core banking offering.
The decrease in the share of deposits in loans (from 9 to 6 percent) had a negative impact on interest income and total income of Dutch Bangla Bank Limited, which are the only sources of income for the bank. This is due to the fact that Dutch Bangla Bank Limited has no significant other sources of income. d) Lack of access to the latest technology. The Netherlands Bangla Bank Limited spends insufficient resources on the IT industry to increase the quality of software and build physical infrastructure, and also restricts the process of upgrading software.
In view of these developments, Dutch Bangla Bank Limited is prepared to work with the various relevant parties to handle any future issues. The service counters at Dutch Bangla Bank Limited for women entrepreneurs are segregated by gender to make the experience more comfortable for female customers. If you're planning to do the Hajj in Saudi Arabia and need a convenient way to carry the necessary cash, the Prepaid Hajj Card from Dutch Bangla Bank Limited is an excellent option.
Research Methods
- Research Design
- Questionnaire
- Methods of Data Collection
- Demographic Profile of the Respondents
- Gender
- Age
- Educational Qualifications
- Bank Accounts of Customers
- Satisfaction on General Banking Services
- Internal Banking Services
- Satisfaction on Personal Loan Services
- Satisfactions on Priority Banking Services
- Satisfaction on Current Account Services
- Satisfaction on Bank’s Borrowing Services
- Service Delay Satisfaction
- Satisfaction on ATM and Branches Services
- Satisfaction on Mobile and Internet Banking Services
- Satisfaction on Islamic Banking Services
- Satisfaction on Remote Banking Services
- Findings
Dutch Bangla Bank Limited customers and personal account holders are surveyed to provide a representative sample of the bank's customers. This part of the activity consisted of conducting more casual, free-form interviews with a number of likely respondents based on the sample. The combination of both primary and secondary sources of information is a notable aspect of the study.
The study has a total sample size of 100 participants. of the total number of years old. 23% of customers did not know how satisfied they were with the product or service. On the other hand, 7% of DBBL's customers are dissatisfied with the behavior of the company's employees, of which 4% are very dissatisfied.
Here it can be seen that 23% of DBBL's customers are very satisfied with the level of service they get from the bank's employees, while 30% of the firm's customers are only satisfied. 35%.. of customers are unsure whether they are satisfied with this aspect of the service or not. The data shown in the table and pie chart above shows that 30% of DBBL's customers are very absolutely delighted with the price the company charges for its services, while 30% of the company's other customers are satisfied. 20% of the customers were unable to indicate whether they were satisfied or not. On the other hand, 15% of the bank's customers are dissatisfied with the service fee, and 5% of those customers are very dissatisfied.
According to these statistics, 44% of DBBL customers are very satisfied with the way the company handles fixed cash deposits, while 28% are generally satisfied with the service. of consumers did not know how satisfied they were with the product or service. The observation presented showed that only 5% of DBBL customers are very satisfied with the length of time they have to wait to receive a service at one of the company's branches, while the other 35% are just satisfied. On the other hand, between 20 and 30% of DBBL's customer base express strong dissatisfaction and dissatisfaction with the time they have to wait to receive a service at one of the company's branches.
After completing the survey, it was found that the respondents are quite satisfied with the security measures offered by the bank during the entire transaction process. Because of this, the customers may claim that the Dhaka bank should build a new branch in a rural area or one of the other cities in Bangladesh.
Recommendations and Conclusion
Conclusion
When it comes to the growth of Bangladesh's economy, the role of the banking sector in mobilizing money and other resources is becoming increasingly important. DBBL's strengths include fast and open decision-making, effective team of artists, enthusiastic consumers, online banking, efficient internal control, diversified investments, etc. After completing my internship report, I came to the conclusion that the vast majority of Dutch Bangla Bank Limited customers had a positive opinion about the quality of the bank's services. As a result, we should expect Dutch Bangla Bank Limited's service levels to continue to improve over time and to gain an even greater following in the coming years.
Investigating the mediating effect of service quality implementation on the relationship between service quality and performance in the banking industry in Jordan. Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service settings. I am a student in the Bachelor of Business Administration program at United International University, Department of Marketing, and I am currently conducting a survey on a project report titled "Customers' Satisfaction analysis on the Banking Services of Dutch Bangla Bank Limited." I would appreciate it if you could share your thoughts and ideas with me.
