A Report on

Customer Satisfaction on
Technological Services of
Private Commercial Banks






Date of Submission: 20
th
November ,2012
Submitted to
Ms Tazrina Farah
Lecturer
Department of Finance
University of Dhaka

Submitted by
Group No-10
SL Name ID Remarks
1 Sifat sadia 17-003
2 Sourov Biswas 17-041
3 Barna Paul 17-047
4 Maghla Hossain 17-061
5 Saima Sultana 17-069
6 Nawsina Arif 17-085
7 Tajkera Rahman 17-091
8 Md.Mizanur Rahman 17-151
9 Rifat Anjum Pia 17-165
10 Md. Nafiz Sarif 17-173

Date of Submission: 20
th
November, 2012


Department of Finance
University of Dhaka
Letter of Transmittal
20
th
November, 2012
Ms.Tazrina Farah
Lecturer,
Department Of Finance
University Of Dhaka


Subject: Submission of Report on customer satisfaction based on technological
services of private commercial banks.


Dear Madam,
It gives us enormous pleasure to submit the report on customer satisfaction based on
technological services of private commercial banks as per the Advisors instruction. We
expect this report to be informative as well as comprehensive.
Working with such a topic was an inspiring experience for us. We believe that the
Knowledge and the experience we gathered will facilitate us a lot in our future career life.
With our limited knowledge, we have tried our level best to prepare the report
worthwhile.
Your acceptance and appreciation would surely inspire us. For any further explanations
about the report, we will be gladly available to clarify the ins and outs.

Sincerely Yours

Sifat Sadia
Id No: 17-003
On behalf of group no. 10



Acknowledgment

Conducting an analysis on customer satisfaction based on technological services of
private commercial banks is a rewarding task that requires both mental stamina and
attention to detail. The varied nature of the matters dealt with has entitled references too
many sources, starting from conducting survey to advisors guidance and to all of these
we gladly acknowledge our ineptness for the ideas and information they have provided.

Our report wont be possible without contribution of few people. At first we desire to
express our deepest sense of gratitude of almighty Allah. Now, we are glad to thank our
honorable course teacher Ms. Tazrina Farah, whose vast support, advice, encouragement
and guidance ensured that this analysis saw the light of day. Whenever we face any kind
of obstacle, we went towards her and she never made us upset. We are really thankful to
her for her humble attitude toward us. Then we would like to show our gratitude towards
customers of DBBL, BRAC Bank ltd. and ONE Bank ltd who gave their support to
complete our survey and officials of these banks for giving us the information about their
services.

Last but not the least, our group members whos devoted afford make it easy for all of us
to accomplish the report within the time at an efficient manner. If they were not being so
loyal to their work it would not be possible to systematize a high-quality report like this.




Executive Summary
Our purpose of this report is to find out the impact of increased use of technology on
customer satisfaction of private commercial bank. We have conducted a survey on
customers of three different private commercial banks. They are Dutch Bangla bank ltd.,
BRAC bank ltd. and one bank ltd. Her we have shown customer satisfaction in different
banks using some statistical tools, interpreted the result and compare results with each
other banks. Here we come to know that these banks are being efficient banks based on
technological services in Bangladesh. These banks are trying to keep pace with the
modern technological based banking system of the modern world .So we have mainly
focused on customer satisfaction issues and e-banking services. Besides these we have
focused on the development aspects in the banking sector. We do our valuation based on
the primary data, secondary data and analyze the survey results.











TABLE OF CONTENT



Chapter No Name of Content
1.
Preliminaries

1.1 Origin of the report
1.2 Scope of the report
1.3 Rationale of report
1.4Research Methodology
1.5 purpose of the report
1.6 Limitations of the report
2.
Literature review

3.
Bank and banking

3.1 Bank
3.2 Background of banking and private banking
3.3 Background of banking and private banking in
Bangladesh

3.4 Functions of private banking
4.
Customer and customer satisfaction

5. Overview of BRAC Bank
6. Overview of One Bank
7. Overview of DBBL
8. Analysis
9.
Conclusion


9.1 Findings


9.2 Recommendation


9.3 Conclusion



Appendix


Appendix A


Appendix B


LIST OF FIGURES
No of Figures
Name of the Figures
3.1 History of banking

3.2
Major functions of banking

4.1 Five-point scale of satisfaction

4.2 The steps of measuring customer satisfaction
5.1 Different functions of BRAC bank


5.2 Different types of Retail banking

5.3 Different types of Wholesale banking

5.4 Different types of Probashi Banking

5.5 Different types of E-Banking

6.1 Product & Services

7.1 Automated banking process of DBBL.

7.2 Awards received for launching best mobile banking services

8.1 Number of ATM booths

8.2 Customer Responsiveness on ATM service of DBBL Bank

8.3 Customer Responsiveness on ATM service of BRAC BANK


8.4 Customer responsiveness on ATM service of ONE Bank

8.5 Customer Responsiveness on INTERNET service of DBBL


8.6 Customer Responsiveness on INTERNET service of BRAC
Bank

8.7 Customer Responsiveness on INTERNET service of ONE
BANK












8.8 Customer Responsiveness on MOBILE Banking(MB) Service
of BRAC Bank
8.9 Customer Responsiveness on MOBILE Banking(MB) service
of DBBL
8.10 Comparison Among the Banks on ATM Services

8.11 Comparison Among the Banks on Internet Services

8.12 Comparison Among the Banks on Mobile Banking


8.13 Comparison of Overall Satisfaction on These Banks

8.14 Occupation of the respondents

8.15 Theory of the Gaps Model

8.16 Research Model OF DBBL

8.17 Research Model Of BRAC Bank

8.18 Research Model Of ONE Bank

Chapter 1


























1.1 Origin of the report:

This is the age of globalization and financial institutions are slowly moving from brick
and mortar (physical branches) to click and brick. The banking industry is a mature
industry marked by intense competition. It has a great impact on the global economy. But
the technology based banking system in our country is not flourished one. Our report is
on customer satisfaction on the technological services of three private commercial banks
of Bangladesh. They are DUTCH BANGLA BANK LTD, BRAC BANK LTD AND
ONE BANK LTD, the renowned local banks of Bangladesh. Since the beginning, private
banks have been trying their best to keep their customers satisfied. ATM card service,
mobile banking service and online banking are their latest services and it let customers
bank any time. ATM was first introduced in 1967 at Barclays Bank in Enfield in London
by the Scottish Scientist Shephard Baron.
To understand customer satisfaction process based on increased technological
services, we were required to prepare this term paper. Thus the significance of evaluating
& understanding different varieties of technology based services and there implications in
modern lifestyle of customers that emphasizes on the importance of studying this topic
technological banking for every student of Business Administration. We have worked
hard to give our best on focusing on the topic in the light of Theory and Reality. To
enhance our experience and to enrich our knowledge it seems to be a life-time
opportunity. We contributed our heart and soul to make it a perfect piece of technological
banking features and functions. Hopefully the result of our hard work will be found in an
appropriate manner.

1.2 Scope of the report:
This report covers all the details of technological banking sector. We get a clear idea
about electronic banking processes (ATM services, online banking, and mobile banking)
of private commercial banks of Bangladesh and their customer satisfaction on these
services. To analyze the data found from survey we use simple statistical tools.
1.3 Rationale of the Study
Customer satisfaction gives an indication of how successful the bank is for its products or
services in the market. Because it is said that customer is the king. All activities of the
banks are directed towards customer satisfaction which leads to customer retention--a key
factor for achieving the goal of banking business. From this study the selected banks will
know their customers satisfaction level from using E-Banking services. It will also help
them to understand whether their policy is right or not to retain the customers. Some
recommendations are made on the basis of the measurement of satisfaction for better E-
Banking services in future.

1.4 RESEARCH METHODOLOGY
Customer satisfaction levels can be measured using survey techniques and
questionnaires. Every research is completed after applying few methods to fulfill the
objectives of the research.
Sample:
The sample size of the study is 20 from each bank selected from three private commercial
banks located in Dhaka city using convenient sampling method.

Data source:
In our research we have used the following data sources:
Primary Data:
Survey conducted with questionnaire.
Visiting banks.
Secondary Data:
Websites of three banks.
Books on customer satisfaction.
Books on service marketing
Data Collection:
This study has used both primary and secondary data. Primary data are collected by
interviewing the customers using a questionnaire (which included closed-ended
questions).The sample size of the study is 20 from each bank selected from three private
commercial banks located mainly in Dhaka city using convenient sampling method. This
study emphasize the following factors to measure the customer satisfaction: availability
of ATM booth, service quality, availability of transaction receipt, availability of money,
security of services. To ensure the timely questionnaire, a pilot survey has been
conducted. Then the final questionnaire has been made up with the correction in case of
need. Finally, the questionnaire survey has been completed through the interview method.
Secondary data have been collected from different books, articles, websites, etc.

Data Analysis:
Our report is the combination of both analytic and descriptive. To analyze the collected
data different statistical tools have been used such as pie chart, bar diagram, tables, etc.
are used. To find out the factor basis satisfaction, Arithmetic mean has been calculated.
On the other hand, to find out overall satisfaction, average satisfaction is calculated.

1.5 Purpose of the report

The purpose of this report preparation is to have a complete knowledge about the
customer satisfaction and its impact on banking business .Our purpose:
Principal purpose:
To measure the satisfaction level of E-banking users of different private
commercial banks.
To find out major problems faced by the E-banking users.
To recommend some policy measures for the better service delivery and
customer retention with a view to achieving wealth maximization goal of private
commercial banks
Secondary purpose:

Objectives regarding this study are as follows:

Understanding the environment, functions and management of private banking
sector.
To learn banking and its activities more thoroughly
To fulfill academic requirement.
To identify major strengths and weaknesses of E-Banking services provided by the
private commercial banks.
To recommend for the successful operation of the services offered by these banks.
Above all the purpose of this report is also to foster our knowledge about the
dimensions of E-Banking services in Bangladesh.
1.6 Limitations of the report
Every research has some limitations. In preparing the report we have given our best
efforts but in different analyses we have faced some limitations. In conducting this
research the following major limitations are faced:
Sometimes respondents were reluctant to provide information.

This study is done by taking samples only from few cities, which may not reflect
the whole picture of Bangladesh.
Confidentiality of information was another barrier that hindered the study.
The other limitations encountered are:
There were not sufficient data to make analysis of the case
We had to be focused on the informations provided.
Chapter 2
Literature Review












Internet banking is an Internet portal, through which customers can use different kinds of
banking services ranging from bill payment to making investments. Internet banking
gives customers access to almost any type of banking transactions at the click of a mouse.
The use of the Internet as a new alternative channel for the distribution of financial
services has become a competitive necessity instead of just a way to achieve competitive
advantage with the advent of globalization and fierce competition. On the other hand
customers satisfaction is the company's ability to fulfill the business, emotional, and
psychological needs of its customers. However, customers have different levels of
satisfaction as they have different attitudes and experiences as perceived from the
company. Customers satisfaction is affected by the importance placed by the customers
on each of the attitudes of the product/ service. Customer satisfaction measurement
allows an organization to understand the key drivers that create satisfaction or
dissatisfaction; and what is really driving their satisfaction during a service experience.
When customers pay money to buy a service he has some minimum expectations from
the transaction. These expectations from the purchase have to be met substantially, if not
entirely for the customer to become a loyal customer of the service. These expectations
are fulfilled of a promises- quality, fair price, availability, after sale services, complaints
handling process, information, and variety etc. Customers are demanding high quality of
services and low prices or charges. Better quality for the same cost is the motto of the
customers. Now-a- days banking sectors are tremendously trying to deploy customer
relationship management and improve the connections between the business and
customer for their satisfaction by offering E-banking services.. Online banking offers
facilities and services to the customers where as the role of IT is very dominant factor for
improving the quality of services to achieve customer satisfaction. From a banks
perspective, using the Internet is more efficient than using other distribution media
because banks aim at achieving an expanded customer base. From a customers
perspective, online banking provides direct access to a banks information system from
anywhere where an internet connection is available and thus a user can be involved in
various banking transactions such as checking his balance, knowing his transactional
history, paying his utility bills, transferring funds between accounts etcSo banks are
now considering the internet as part of their strategic plan and having a strategic foresight
is important in order to achieve customer satisfaction which is the inseparable element for
banks to gain and retain their market share.





















Chapter 3
Bank and Banking




Banking occupies one of the most important positions in the modern economic world. It
is necessary for trade and industry. Hence it is one of the great agencies of commerce.
Although banking in one form or another has been in existence from very early times,
modern banking is of recent origin. It is one of the results of the Industrial Revolution
and the child of economic necessity. Its presence is very helpful to the economic activity
and industrial progress of a country.
3.1 Origin of the term bank
The word bank was borrowed in Middle English from Middle French banque from Old
Italian banca, from Old High German banc meaning bench, counter. Benches were
used as desks or exchange counters during the Renaissance by Florentine bankers, who
used to make their transactions atop desks covered by green tablecloths.
One of the oldest items found showing money-changing activity is a silver Greek drachm
coin from ancient Hellenic colony Trapezus on the Black Sea, modern Trabzon, c. 350
325 BC, presented in the British Museum in London.
Another possible origin of the word is from the Sanskrit words () 'byaya' (expense)
and 'onka' (calculation) = byaya-onka. This word still survives in Bangla, which is one of
Sanskrit's child languages. Such expense calculations were the biggest part of
mathematical treatises written by Indian mathematicians as early as 500 B.
Definition of bank
The term Bank has been dened in different ways by different economists. A few
denitions are:
According to Walter Leaf A bank is a person or corporation which holds itself out to
receive from the public, deposits payable on demand by cheque. Horace White has
dened a bank, as a manufacture of credit and a machine for facilitating exchange.
According to Prof. Kinley, A bank is an establishment which makes to individuals such
advances of money as may be required and safely made, and to which individuals entrust
money when not required by them for use. Thus, we can say that a bank is a nancial
institution which deals in debts and credits. It accepts deposits, lends money and also
creates money. It bridges the gap between the savers and borrowers. Banks are not
merely traders in money but also in an important sense manufacturers of money.
3.2 Evolvement of banks
Banks have been around since the first currencies were minted, perhaps even before that,
in some form or another. Currency, particularly the use of coins, grew out of taxation. In
the early days of ancient empires, a tax of on healthy pig per year might be reasonable,
but as empires expanded, this type of payment became less desirable. Additionally,
empires began to need a way to pay for foreign goods and services, with something that
could be exchanged more easily. Coins of varying sizes and metals served in the place of
fragile, impermanent paper bills. These coins, however, needed to be kept in a safe place.
Ancient homes didn't have the benefit of a steel safe, therefore, most wealthy people held
accounts at their temples. Numerous people, like priests or temple workers whom one
hoped were both devout and honest, always occupied the temples, adding a sense of
security. There are records from Greece, Rome, Egypt and Ancient Babylon that suggest
temples loaned money out, in addition to keeping it safe.

Coins could be hoarded more easily than other commodities, such as 300-pound pigs, so
there emerged a class of wealthy merchants that took to lending these coins, with interest,
to people in need. Temples generally handled large loans, as well as loans to various
sovereigns, and these new money lenders took up the rest.



3.3 History of Banking

Figure 3.1: History of banking

3.4 History of Private Banks in Bangladesh

There were no domestic private commercial banks in Bangladesh until 1982; When the Arab-
Bangladesh Bank Ltd. commenced private commercial banking in the country. Five more
commercial banks came up in 1983 and initiated a moderate growth in banking financial institutions.
Despite slow growth in number of individual banks, there had been a relatively higher growth of
branches of nationalized commercial banks (NCBs) during1973-83. There number had increased
from 1512 in 1973-74 to 4603 in 1982-83.Financial sector reforms to strengthen the regulatory and
Greek and
Roman
financiers:
from the 4th
century BC



Religion and
banking:
12th - 13th
century AD
Bankers to
Europe's
kings: 13th -
14th century
AD


The Fugger
dynasty: 15th
- 16th century
AD

Modern
Banking
:after 14th
till recent
time.
supervisory framework for banks made headway in 2006 although at a slower than expected pace.
Overall health of the banking system showed improvement since 2002 as the gross Non-performing
loans (NPL) declined from 28 percent to 14 percent while net NPL (less Provision) reduced to 8
percent from 21 percent. This led significant improvement in the profitability ratios. Although the
Private Commercial Banks (PCB) NPL ratio registered a record low of 6 percent, the four

Besides, recent decision of the Government to corporative the remaining three NCBs along with the
initiative to sale the Rupali Bank are bound to usher in changes in the banking sector competitiveness
aspect. Bangladesh Bank has also taken up the task of implementing the Basel II capital accord.
Further, the recent enactment of the Micro-credit Regulatory Authority Act (MRAA) for the
regulation of the Micro Finance Institutions (MFI) has been a major development in the year 2006.
Since 1998 CAMEL rating of banks gradually improved and in 2006 Bangladesh Bank updated this
rating model by incorporating the market risk and the new Model is known as CAMELS. Modern
banks play an important part in promoting economic development of a country .Banks provide
necessary funds for executing various programs underway in the process of economic development.
They collect savings of large masses of people scattered throughout the country, which in the absence
of banks would have remained idle and unproductive. These scattered amounts are collected, pooled
together and made available to commerce and industry for meeting the requirements. Economy of
Bangladesh is in the group of worlds most underdeveloped economics. One of the reasons may be its
underdeveloped banking system. Government as well as different international organizations have
also identified that underdeveloped banking system causes some obstacles to the process of economic
development. So they have highly recommended for reforming financial sector. Since, 1990,
Bangladesh government has taken a lot of financial sector reform measurements for making financial
sector as well as banking sector more transparent formulation and implementation of these reform
activities has also been participated by different international organization like world Bank, IMF etc.



3.5 Functions of private commercial banks:
The commercial banks serve as the king pin of the financial system of the country. They
render many valuable services. The important functions of the private Commercial banks
can be explained with the help of the following chart.
The main functions of commercial banks are accepting deposits from the public and
advancing them loans.

Figure 3.2: Major functions of banking
However, besides these functions there are many other functions which these banks
perform. All these functions can be divided under the following heads:
1. Accepting Deposits:
The most important function of commercial banks is to accept deposits from the public.
Various sections of society, according to their needs and economic condition, deposit
their savings with the banks. For example, fixed and low income group people deposit
their savings in small amounts from the points of view of security, income and saving
Advancing
loans
Accepting
deposits
promotion. On the other hand, traders and businessmen deposit their savings in the banks
for the convenience of payment.
Therefore, keeping the needs and interests of various sections of society, banks formulate
various deposit schemes. Generally, there are three types of deposits which are as
follows:
(i) Current Deposits:
The depositors of such deposits can withdraw and deposit money whenever they desire.
Since banks have to keep the deposited amount of such accounts in cash always, they
carry either no interest or very low rate of interest. These deposits are called as Demand
Deposits because these can be demanded or withdrawn by the depositors at any time they
want.
(ii) Fixed Deposits:
These are the deposits which are deposited for a definite period of time. This period is
generally not less than one year and, therefore, these are called as long term deposits.
These deposits cannot be withdrawn before the expiry of the stipulated time and,
therefore, these are also called as time deposits.
These deposits generally carry a higher rate of interest because banks can use these
deposits for a definite time without having the fear of being withdrawn.
(iii) Saving Deposits:
In such deposits, money upto a certain limit can be deposited and withdrawn once or
twice in a week. On such deposits, the rate of interest is very less. As is evident from the
name of such deposits their main objective is to mobilize small savings in the form of
deposits. These deposits are generally done by salaried people and the people who have
fixed and less income.



2. Giving Loans:
The second important function of commercial banks is to advance loans to its customers.
Banks charge interest from the borrowers and this is the main source of their income.
Banks advance loans not only on the basis of the deposits of the public rather they also
advance loans on the basis of depositing the money in the accounts of borrowers. In other
words, they create loans out of deposits and deposits out of loans. This is called as credit
creation by commercial banks.
Modern banks give mostly secured loans for productive purposes. In other words, at the
time of advancing loans, they demand proper security or collateral. Generally, the value
of security or collateral is equal to the amount of loan. This is done mainly with a view to
recover the loan money by selling the security in the event of non-refund of the loan.
At limes, banks give loan on the basis of personal security also. Therefore, such loans are
called as unsecured loan. Banks generally give following types of loans and advances:
(i) Cash Credit:
In this type of credit scheme, banks advance loans to its customers on the basis of bonds,
inventories and other approved securities. Under this scheme, banks enter into an
agreement with its customers to which money can be withdrawn many times during a
year. Under this set up banks open accounts of their customers and deposit the loan
money. With this type of loan, credit is created.
(ii) Overdraft:
This facility is given to holders of current accounts only. This is an arrangement with the
bankers thereby the customer is allowed to draw money over and above the balance in
his/her account. This facility of overdrawing his account is generally pre-arranged with
the bank up to a certain limit.
It is a short-term temporary fund facility from bank and the bank will charge interest over
the amount overdrawn. This facility is generally available to business firms and
companies.
(iii) Loans and Advances:
It includes both demand and term loans, direct loans and advances given to all type of
customers mainly to businessmen and investors against personal security or goods of
movable or immovable in nature. The loan amount is paid in cash or by credit to
customer account which the customer can draw at any time.
The interest is charged for the full amount whether he withdraws the money from his
account or not. Short-term loans are granted to meet the working capital requirements
where as long-term loans are granted to meet capital expenditure.
Previously interest on loan was also regulated by RBI. Currently, banks can determine
the rate themselves. Each bank is, however required to fix a minimum rate known as
Prime Lending Rate (PLR).
Loans and advances given by bankers can be classified broadly into the following
categories:
(i) Advances which are given on the personal security of the debtor, and for which no
tangible or collateral security is taken; this type of advance is given either when the
amount of the advance is very small, or when the borrower is known to the Banker and
the Banker has complete confidence in him (Clean Advance).
(ii) Advances which are covered by tangible or collateral security. In this section of the
study we are concerned with this type of advance and with different types of securities
which a Banker may accept for such advances (Secured Advance).
(iii) Advances which are given against the personal security of the debtor but for which
the Banker also holds in addition the guarantee of one or more sureties. This type of
advance is often given by Banker to persons who are not known to them but whose surety
is known to the Banker. Bankers also often take the personal guarantee of the Directors of
a company to whom they agree to advance a clean or unsecured loan.
(iv) Loans are also given against the security of Fixed Deposit receipts.
3. Over-Draft:
Banks advance loans to its customers upto a certain amount through over-drafts, if there
are no deposits in the current account. For this banks demand a security from the
customers and charge very high rate of interest.

4. Discounting of Bills of Exchange:
This is the most prevalent and important method of advancing loans to the traders for
short-term purposes. Under this system, banks advance loans to the traders and business
firms by discounting their bills. In this way, businessmen get loans on the basis of their
bills of exchange before the time of their maturity.
5. Investment of Funds:
The banks invest their surplus funds in three types of securitiesGovernment securities,
other approved securities and other securities. Government securities include both,
central and state governments, such as treasury bills, national savings certificate etc.
6. Agency Functions:
Banks function in the form of agents and representatives of their customers. Customers
give their consent for performing such functions. The important functions of these types
are as follows:


(i) Collection of cheques, dividends, and interests:
As an agent the bank collects cheques, drafts, promissory notes, interest, dividends etc.,
on behalf of its customers and credit the amounts to their accounts.
Customers may furnish their bank details to corporate where investment is made in
shares, debentures, etc. As and when dividend, interest, is due, the companies directly
send the warrants/cheques to the bank for credit to customer account.
(ii) Payment of rent, insurance premiums:
The bank makes the payments such as rent, insurance premiums, subscriptions, on
standing instructions until further notice. Till the order is revoked, the bank will continue
to make such payments regularly by debiting the customer's account.
(iii) Dealing in foreign exchange:
As an agent the commercial banks purchase and sell foreign exchange as well for
customers as per RBI Exchange Control Regulations.
(iv) Purchase and sale of securities:
Commercial banks undertake the purchase and sale of different securities such as shares,
debentures, bonds etc., on behalf of their customers. They run a separate 'Portfolio
Management Scheme' for their big customers.
(v) Act as trustee, executor, attorney, etc:
The banks act as executors of Will, trustees and attorneys. It is safe to appoint a bank as a
trustee than to appoint an individual. Acting as attorneys of their customers, they receive
payments and sign transfer deeds of the properties of their customers.


(vi) Act as correspondent:
The commercial banks act as a correspondent of their customers. Small banks even get
travel tickets, book vehicles; receive letters etc. on behalf of the customers.
(vii) Preparations of Income-Tax returns:
They prepare income-tax returns and provide advices on tax matters for their customers.
For this purpose, they employ tax experts and make their services, available to their
customers.
7. Miscellaneous Functions:
Besides the functions mentioned above, banks perform many other functions of general
utility which are as follows:
(i) Safety Locker facility:
Safekeeping of important documents, valuables like jewels are one of the oldest services
provided by commercial banks. 'Lockers' are small receptacles which are fitted in steel
racks and kept inside strong rooms known as vaults. These lockers are available on half-
yearly or annual rental basis. The bank merely provides lockers and the key but the
valuables are always under the control of its users. Any customer cannot have access to
vault. Only customers of safety lockers after entering into a register his name account
number and time can enter into the vault. Because the vault is holding important
valuables of customers in lockers, it is also known as 'Strong Room'.
(ii) Payment Mechanism or Money Transfer:
Transfer of funds is one of the important functions performed by commercial banks.
Cheques and credit cards are two important payment mechanisms through banks. Despite
an increase in financial transactions, banks are managing the transfer of funds process
very efficiently.
Cheques are also cleared through the banking system. Correspondent banking is another
method of transferring funds over long distance, usually from one country to another.
Banks, these days employ computers to speed up money transfer and to reduce cost of
transferring funds.
Electronic Transfer of funds is also known as 'Chequeless banking' where funds are
transferred through computers and sophisticated electronic system by using code words.
They offer Mail Transfer, Telegraphic Transfer (TT) facility also.
(iii) Travelers' cheques:
Travelers Cheques are used by domestic travelers as well as by international travelers.
However the use of traveler's cheques is more common by international travelers because
of their safety and convenience. These can be also termed as a modified form of traveler's
letter of credit.
(iv) Circular Notes or Circular Letters of Credit:
Under Circular Letters of Credit, the customer/traveller negotiates the drafts with any of
the various branches to which they are addressed. Thus the traveller can obtain funds
from many of the branches of banks instead only from a particular branch. Circular
Letters of Credit are therefore a more useful method for obtaining funds while travelling
to many countries..
(v) Issue "Travellers Cheques":
Banks issue travellers cheques to help carry money safely while travelling within India or
abroad. Thus, the customers can travel without fear, theft or loss of money.

(vi) Letter of Credit:
Letter of Credit is a payment document provided by the buyer's banker in favour of seller.
This document guarantees payment to the seller upon production of document mentioned
in the Letter of Credit evidencing dispatch of goods to the buyer.
The Letter of Credit is an assurance of payment upon fulfilling conditions mentioned in
the Letter of Credit. The letter of credit is an important method of payment in
international trade. There are primarily 4 parties to a letter of credit.
The buyer or importer, the bank which issues the letter of credit, known as opening bank,
the person in whose favor the letter of credit is issued or opened (The seller or exporter,
known as 'Beneficiary of Letter of Credit'), and the credit receiving/advising bank.
The Letter of Credit is generally advised/sent through the seller's bank, known as
Negotiating or Advising bank. This is done because the conditions mentioned in the
Letter of Credit are, in the first instance; have to be verified by the Negotiating Bank. It is
mostly used in international trade.
(vii) Acting as Referees:
The banks act as referees and supply information about the business transactions and
financial standing of their customers on enquiries made by third parties. This is done on
the acceptance of the customers and help to increase the business activity in general.
(viii) Provides Trade Information:
The commercial banks collect information on business and financial conditions etc., and
make it available to their customers to help plan their strategy. Trade information service
is very useful for those customers going for cross-border business. It will help traders to
know the exact business conditions, payment rules and buyers' financial status in other
countries.


(ix) ATM facilities:
The banks today have ATM facilities. Under this system the customers can withdraw
their money easily and quickly and 24 hours a day. This is also known as 'Any Time
Money'. Customers under this system can withdraw funds i.e., currency notes with a help
of certain magnetic card issued by the bank and similarly deposit cash/cheque for credit
to account.
(x) Credit cards:
Banks have introduced credit card system. Credit cards enable a customer to purchase
goods and services from certain specified retail and service establishments up to a limit
without making immediate payment. In other words, purchases can be made on credit
basis on the strength of the credit card.The establishments like Hotels, Shops, Airline
Companies, Railways etc., which sell the goods or services on credit forward a monthly
or fortnightly statements to the bank.
(xi) Gift Cheques:
The commercial banks offer Gift cheque facilities to the general public. These cheques
received a wider acceptance in India. Under this system by paying equivalent amount one
can buy gift cheque for presentation on occasions like Wedding, Birthday.
(xii) Accepting Bills:
On behalf of their customers, the banks accept bills drawn by third parties on its
customers. This resembles the letter of credit. While banks accept bills, they provide a
better security for payment to seller of goods or drawer of bills.




(xiii) Merchant Banking:
The commercial banks provide valuable services through their merchant banking
divisions or through their subsidiaries to the traders. This is the function of underwriting
of securities. They underwrite a portion of the Public issue of shares, Debentures and
Bonds of Joint Stock Companies.
Such underwriting ensures the expected minimum subscription and also convey to the
investing public about the quality of the company issuing the securities. Currently, this
type of services can be provided only by separate subsidiaries, known as Merchant
Bankers as per SEBI regulations.
(xiv) Advice on Financial Matters:
The commercial banks also give advice to their customers on financial matters
particularly on investment decisions such as expansion, diversification, new ventures,
rising of funds etc.
(xv) Factoring Service:
Today the commercial banks provide factoring service to their customers. It is very much
helpful in the development of trade and industry as immediate cash flow and
administration of debtors' accounts are taken care of by factors. This service is again
provided only by a separate subsidiary as per RBI regulations.



Chapter 4
CUSTOMER
&
CUSTOMERS SATISFACTION





4.1 Customer
In general terms, a customer is a person or organization that a marketer believes will
benefit from the goods and services offered by the marketers organization. As this
definition suggests, a customer is not necessarily someone who is currently purchasing
from the marketer. In fact, customers may fall into one of three customer groups:
Existing Customers: Consists of customers who have purchased or otherwise used
an organizations goods or services, typically within a designated period of time. For
some organizations the time frame may be short, for instance, a coffee shop may only
consider someone to be an Existing Customer if they have purchased within the last
three months.
Former Customers: This group consists of those who have formerly had relations
with the marketing organization typically through a previous purchase. However, the
marketer no longer feels the customer is an Existing Customer either because they
have not purchased from the marketer within a certain time frame or through other
indications. The value of this group to a marketer will depend on whether the
customers previous relationship was considered satisfactory to the customer or the
marketer.
Potential Customers: The third category of customers includes those who have yet to
purchase but possess what the marketer believes are the requirements to eventually
become Existing Customers. Locating Potential Customers is an ongoing process for
two reasons. First, Existing Customers may become Former Customers (e.g., decide
to buy from a competitor) and, thus, must be replaced by new customers. Second,
while we noted above that Existing Customers are the best source for future sales, it is
new customers that are needed in order for a business to significantly expand.

Customer as per bank definition
For a bank, a customer is a person who is utilizing one or more of the services provided
by the bank. A customer is a person through whom the bank gets an opportunity to make
an earning in return to the service they can provide the customer with. For Ex: an
individual who has a checking account with a bank or an individual who has a mortgage
or a loan with the bank or an individual who has a fixed deposit with the bank are all
customers of the bank.
4.2 Customer Satisfaction
Customer satisfaction, a term frequently used in marketing, is a measure of how products
and services supplied by a company meet or surpass customer expectation. Customer
satisfaction is defined as "the number of customers, or percentage of total customers,
whose reported experience with a firm, its products, or its services (ratings) exceeds
specified satisfaction goals." In a survey of nearly 200 senior marketing managers, 71%
responded that they found a customer satisfaction metric very useful in managing and
monitoring their businesses.
The usual measures of customer satisfaction involve a survey with a set of statements
using a Liker Technique or scale. The customer is asked to evaluate each statement and in
term of their perception and expectation of performance of the organization being
measured. Their satisfaction is generally measured on a five-point scale.




Very
dissatisfied
Somewhat
dissatisfied
Neither satisfied
nor dissatisfied
Somewhat
satisfied
Very satisfied
1 2 3 4 5
Figure 4.1: Five-point scale of satisfaction
Regardless of the scale used, the objective is to measure customers perceived
satisfaction with their experience of a firms offerings. It is essential for firms to
effectively manage customer satisfaction. To be able do this, we need accurate
measurement of satisfaction.
For Business to Business (B2B) surveys there is the Info Quest box. This has been used
internationally since 1989 on more than 110,000 surveys (Nov '09) with an average
response rate of 72.74%. The box is targeted at "the most important" customers and
avoids the need for a blanket survey.
Customers satisfaction is the heart of banking business.
It is very much true for the service sector. Because their profit depends on the interaction
between their customers and employees. In the economy of a country Banks are financial
intermediaries which provide financial service. They have no tangible products to deal
with. They deal with how to solve customers different financial problems. So customers
are taking greater control of their banking relationships, and the banks that can provide
more choice and flexibility will gain more control over their own destinies. It means that
their destinies are decided by their customers satisfaction.



4.3 How to obtain customer satisfaction?
Banking sector cannot be operated without customers satisfaction. Customers are the
main element of any kind of service business like the Banking sector. So today banks are
using various methods to build up a good relation with their customer. They emphasize
on customer relationship management.
CRM means managing detailed information about individual customers and carefully
managing customer touch points in order to maximize customer loyalty.
There are three major focus of customer relationship management.
Finding your customer.
Collecting information about them along the way.
Using the information to enhance their experience and foster long term
relationship.


Financial institutions are facing major changes in customer behavior and need to keep up
with the latest technological advances. E-banking, customer portals, and mobile banking
are just some of the new services that customers use, and where CRM divisions should be
set up to focus on such.


4.4 How to measure customer satisfaction?
Banks survive because they have customers that are willing to buy their service. However,
many times banks fail to "check in" with their customers to determine whether they are
happy or not and what it will take to make or keep them happy. So banks have to know
why it's absolutely necessary to measure their customers' satisfaction level, different
options for obtaining customer feedback, what is needed to ensure an effective survey,
how to analyze the results of their survey, and the next steps they should take to attract
new customers and keep their existing ones coming back for more.

For an appropriate measuring following steps are being followed
What You Should Know Before Getting Started
The Costs of Poor Customer Service
The Customer Service Payoff
Watch Out For ...
Assessing Your Customers' Satisfaction Level
Sources of Customer Data
The Best Kind of Customer Data
Surveying Your Customers
Decide Your Objectives
Determine Who Should Complete the Survey
Develop the Survey
Analyze the Results
Communicate the Results


Figure 4.2: The steps of measuring customer satisfaction
The Costs of Poor Customer Service
Finding the reasons for customer defections and doing something about them is
especially important. According to the U.S. Consumer Affairs Department, it costs five
times more to gain a new customer than to retain an existing one. Other studies have
reported that with just a five percent increase in customer retention a firm can raise its
profitability by 25 percent and in some cases as much as 85 percent. Similar studies also
show the longer a company keeps a customer, the more money it will make. What
happens is that consumers spend slowly at first, but with succeeding years of good
experiences, they will spend increasingly more. The Profit Impact of Market Strategy
Step-1
What You Should
Know Before Getting
Started
Step-2
Assessing Your
Customers' Satisfaction
Level
Step-3
Surveying Your
Customers
(PIMS) database shows that firms perceived as having better customer service can charge
more for their products and services and still have higher market shares and returns on
sales than their competitors.
The Customer Service Payoff
Customers are best sourcing of business information whether it's to improve an existing
product or service or whether planning to launch something new. There's no substitution
for "getting it from the horse's mouth." When banks open up the lines of communication,
they are able to align their resources to best advantage, and they often can make changes
or launch products more quickly. By talking to your customers directly, they increase
their odds for achieving success; they "mistake-proof" their decisions and work on what
really matters
Watch Out For
Even the best intentions are subject to problems along the way. Temptations to avoid are:
Complacency Obtaining feedback is an ongoing process, not a one-time event.
They cannot know what their customers want if they only ask them occasionally.
Change is certain, and priorities do shift. The most successful companies are those
that can detect and respond to customer changes quickly.
Analysis paralysis When they get their feedback, don't analyze it to death. Many
corporations have departments full of statisticians to determine the reliability and
validity of the feedback; however, they never get around to doing anything with
the data. In most cases, feedback will make it obvious what you are doing well and
where they need to improve, so it's in their best interest to get started immediately.
Doing nothing with the feedback Nothing will do more to discourage feedback
from your customers than not doing anything with their suggestions. You must
show them that they appreciate their input as well as communicate to them what
has changed as a result of their input. If they feel nothing has been done, then they
think their efforts have been wasted and will not participate further.
Failing to listen to your experts Another valuable source of customer
information is employees. They deal with customers constantly and often have
firsthand knowledge on what the customers' "hot buttons" are. Too often
employers ignore this valuable resource. Big mistake! Talking to your employees
should be one of the first steps you take in gathering customer satisfaction data.
That way they'll get a preliminary reading on potential problem areas so that they
can focus your efforts when soliciting customers for their feedback.
Demotivating employees Customer feedback should not be used to punish
employees. Instead, use it to detect areas for improvement. Improper training and
lack of communication and direction are often the culprits of poor job performance.
Besides, if customers discover that their input is used to discipline employees, they
may stop providing constructive feedback altogether.
Sources of Customer Data
Too often organizations claim to know what their customers' requirements are, yet fail to
gather and analyze the most useful data. Sure, they know their customers' general
requirements, but do they know what influences customer buying decisions, how
important each influencer is, or how they measure up to the competition in the areas most
important to the customer? They don't and won't unless they collect this information in a
formal, systematic manner.
own organization Uncover potential areas of customer discontent by reviewing
your key operational data. Most likely uncover some things that can fix
immediately, which will make customers happy and get started on the right track.
Check on the status of backlogs or stock outs. If these are significant, chances are
having some customers that are not happy with the delivery cycle time. Review
Returns and Allowances." If they are high, then the customers are sending a
strong message that they were not happy with the service they purchased either
the quality was inferior or they felt the service was misrepresented. Poll
employees for information on customer satisfaction. They interact with customers
constantly and probably know a great deal about your customers' likes and
dislikes
Customers Start with a review of customer complaints and inquiries. If banks
don't have a systematic way of collecting these, they should develop one. Both are
good indicators of opportunity areas. However, don't limit to just complaints and
inquiries as only two percent to four percent of dissatisfied customers ever
complain. Only looking at complaints mean missing the other 96 percent to 98
percent who have problems with the service.
If some of your customers are especially important, consider making some key customer
visits to discuss ways to make them happier.
Surveys and focus groups are two popular methods for gathering information on more
general customer needs. Surveys are written assessments given to individual customers;
focus groups are discussion sessions with groups of customers. Both must have clear and
specific goals up front in order to be successful. Broad questions in surveys or focus
group sessions provide perspective, but it's usually too general to base decisions on.
Objectives must be clear and questions specific if they are to provide results that can be
acted upon.
Although focus groups and surveys are similar in what they want to accomplish, one may
be more suitable than the other, depending on the application. Surveys are relatively
simple and economical to administer and can reach large numbers of customers, but the
survey results are limited by the question and brief response format. On the other hand,
focus groups take more time and effort, are often more expensive to administer and may
not be as far-reaching as surveys, but their interactive nature may produce clearer
feedback. The best results are found when combinations of both techniques are used to
identify customer requirements and expectations.
Currently, surveys are the most popular tool used by today's businesses for collecting
customer satisfaction data so we will focus the remainder of the Business Builder on
developing a customer satisfaction survey.

The Best Kind of Customer Data
More is not necessarily better when it comes to customer data, but getting the right kind
of data is critical. Following are the key characteristics of good customer data:
Ongoing One thing is certain, change is going to happen. Your customers may
change; their needs may change; the environment may change (e.g., the
competition gets tougher, regulations change); and most certainly you will change.
As you improve, your customers expectations will likely rise, too. In order to
respond to these changing needs, you'll need to constantly assess your customers.
Specific In order to make the kind of improvements your customers will
appreciate; you'll need to have specific feedback. While general inputs may give
you an overall perception of the customer, you can only respond to specific
feedback.
Timely if you're working with old data, it may be obsolete and no longer relevant.
Focused Organizations have limited resources. While the problems can be
overwhelming, you can realistically work on just a few. If you try to do too much,
you might not do anything well.
Weighted (according to importance) this will help to narrow the list of
opportunities to just the few on which you should concentrate. You can rate the
relative importance, but it will be much better if your customer does it.
Competitive comparison you should always know where you stand in comparison
to your competition. If your customers are willing to provide you with that
feedback, take it. And you won't need a separate survey. Look at the sample
survey at the end of the Business Builder to find out how you can incorporate this
information in the same survey.

SURVEYING CUSTOMERS
Step 1
Decide On Objectives
What do you want to know from the survey? Be specific. Your objectives will form the
basis from which your survey questions will be developed. Limit your objectives to just a
few. If you try to include too much, you will make the survey too long (customers may
not complete it), and you may uncover more than you can handle (you can't respond to it).
For instance, Josie's Custom Woodworking wants to increase sales. Josie's objective for
her survey is to determine the best ways to increase sales. That might include questions
about pricing, the competition, ways to add value, advertising methods, referrals, etc. In
order to limit the length of the survey, she may have to be selective with the kind of
questions she asks even though she's chosen just one objective!
Two tempting traps to avoid when setting objectives:
Don't plan to reward or punish individual workers on the basis of survey results.
That causes workers to focus on survey elements and disregard unsurveyed
problems.
You probably need to know about your target customer's demographics (age,
educational background, ethnicity, income, etc.) to market your products
effectively, but don't ask about personal details that you don't need or that you can
get from publications rather than surveys. It wastes survey time. More importantly,
people who think personal details are none of your business will not respond to
your survey, and worse, may consider it a reason not to do business with you.
Now determine the objective(s) of your survey.
Step 2
Determine Who Should Complete the Survey
First and foremost, know who your customers are and which are appropriate to survey!
As obvious as these sounds, it is not so obvious in practice. If your market is large, you
may have different segments of customers. Or depending upon the industry you may have
different levels of customers. Nevertheless, your survey objective(s) will usually
determine which customers you should survey. Also, give some thought to the number of
customers you want to survey. Do you have a few key accounts? Maybe you want to
survey each of them. If you have multiple customers, you may have to select a sample to
survey. Also, you may want to hear from different individuals at the same customer site.
Feedback from individuals other than your direct contact may reflect problems that your
contact doesn't know about and report.
Each time you administer a survey, you should adjust the recipient list to assure that you
don't accidentally survey the same customers repeatedly. Once you have initial results,
you may want to assess one defined target segment repeatedly or assess one segment after
another.
Step 3
Develop the Survey
Having settled on objectives and decided what kinds of customers you'll target, it's time
to draft the survey. You'll need to formulate questions whose answers will help you
decide what needs to be changed to achieve your objectives.

Step 4:
Administer the Survey
You may want to contact the people you intend to
survey before hitting them with questions, and ask
them if they will help you by responding.
Prenotification will both let the survey candidates
know how important it is to you and help you avoid
irritating clients who resent surveyors.
If you are handing out survey cards to customers, be aware that research has indicated
that it's better to do it as they depart, not as they arrive. Having a list of features to
criticize during the visit makes a customer more likely to notice weaknesses. That
inspires useful feedback, but it can cost you the customer.
If you are not satisfied with the initial response rate, don't give up. Consider
supplementing the survey in another medium--for example by asking questions by
telephone or on a Web page when not enough were answered by mail.

Step 5:
Analyze the Results
Once your customers return the completed surveys, you are ready to compile the data and
analyze the results. In most cases, competency with a computer spreadsheet program is
all you'll need. First, you'll need to design the spreadsheet, enter the data, then choose the
graphs to summarize the results. These might be pie charts, bar graphs, or line graphs
which are available in all of the popular spreadsheet programs.
Step 6
Communicate the Results
After you have analyzed the data, it is time to communicate the results to your staff and
customers.
First the staff: Remind everyone that customer satisfaction is essential for continued
prosperity. Emphasize the importance of keeping the customer wants and needs in mind
whenever decisions are made--especially in product design, marketing, and customer
services.
Then the customers: Communicating survey results and resulting action is absolutely
necessary if you want to continue to receive feedback from your customers. If they feel
that the survey results do not get the proper attention, they'll be reluctant to provide you
with feedback in the future. Get your customers involved when you can. This gives them
ownership of the issues, makes them part of the solutions and allows them to experience
firsthand your dedication in satisfying their needs. You might also want to solicit their
input for your annual goals and objectives. Then, tell them how you're doing against the
goals, and tell them frequently. That way they know that progress is being made and that
you value their opinions and their participation. Plus, it provides you with some great
public relations.
4.5 How to effectively deal with unhappy customers?
A bank may have customers and sooner or later banker will encounter unhappy
customers. they may complain that their services does not work or that they have been
overcharged. if they do not deal with unhappy customers effectively, they may lose them
for good. If they want to keep these customers, they will try their best to make them
happy.


Key points to dealing with unhappy customers effectively:
Know proper procedure
Listen to customer
Remain clam
Show respect
Ask for solutions
Be quick
By using these points banks can deal with unhappy customers in a satisfactory way so
that they become happy customers. these customers even tell their family and friends how
effectively they handle complaints, providing positive word-of-mouth advertising and
helping them build an outstanding reputation.
For better customer satisfaction banks are now introducing electronic banking.
4.6 Electronic Banking
E-banking means any user with a personal computer and a browser can get connected to
his bank -s website to perform any of the virtual banking functions. It allows customers
of a financial institution to conduct financial transactions on a secure website operated by
the institution, which can be a retail or virtual bank, credit union or society. It may
include of any transactions related to online usage.
To access a financial institution's online banking facility, a customer having personal
Internet access must register with the institution for the service, and set up some
password (under various names) for customer verification. The password for online
banking is normally not the same as for telephone banking. Financial institutions now
routinely allocate customer numbers (also under various names), whether or not
customers intend to access their online banking facility. Customer numbers are normally
not the same as account numbers, because a number of accounts can be linked to the one
customer number. The customer will link to the customer number any of those accounts
which the customer controls, which may be cheque, savings, loan, credit card and other
accounts.
Popular services covered under E-Banking
Automated Teller Machines,
Credit Cards,
Debit Cards,
Smart Cards,
Electronic Funds Transfer (EFT) System,
Cheques Truncation Payment System,
Mobile Banking,
Internet Banking,
Telephone Banking, etc
Importance of E-banking
The operating cost per unit services is lower for the banks.
It offers convenience to customers as they are not required to go to the bank's
premises.
There is very low incidence of errors.
The customer can obtain funds at any time from ATM machines.
The credit cards and debit cards enables the Customers to obtain discounts from
retail outlets.
The customer can easily transfer the funds from one place to another place
electronically.
Chapter 5
Overview of BRAC
Bank






BRAC Bank
With the vision of "Building profitable and socially responsible financial institution
focused on Market and Business with Growth potential, thereby assisting BRAC and
stakeholders to build a just, enlightened, healthy democratic and poverty free
Bangladesh, BRAC Bank Limited has started its journey in the Banking Sector of
Bangladesh. It is a commercial bank that was founded in 2001 by BRAC NGO, one of
the largest development finance institutions in the world. It is one of the leading private
bank in Bangladesh, has received the commercial banking license from Bangladesh Bank
in 2001. Since then it has established its name and branding with its quality of service
and products. In a very short time BRAC Bank became one of the successful and fastest
growing private banks in Bangladesh. The banks objectives include providing
comprehensive commercial banking services, building a profitable and modern, full-
service financial institution, and pursuing profitable market niches in the Small and
Medium Enterprise (SME) business sector not traditionally met by conventional banks.
BRAC Bank is owned partially by BRAC, the largest non-government organization in the
world, International Finance Corporation (IFC), the private sector arm of The World
Bank Group, and ShoreCap International. The head office of the bank is situated at
Gulshan, Dhaka. BRAC Bank operating its business in whole Bangladesh. BRAC Bank
is expanding its branch network rapidly throughout the country. Currently, BRAC Bank
has 100 Branches, 60 SME Service Centers, 3 SME/Krishi Branches, more than 300
ATMs and 424 SME Unit offices across the country.
Corporate Vision
Building profitable and socially responsible financial institution focused on Market and
Business with Growth potential, thereby assisting BRAC and stakeholders to build a just,
enlightened, healthy democratic and poverty free Bangladesh.

Corporate Mission

Sustained growth in small & medium enterprise sector.
Continuous low-cost deposit growth with controlled growth in retail asset.
Corporate assets to be founded through self - liability mobilization. Growth in
assets through syndications & faster growing sectors.
Continuous endeavor to increase non- funded income.
Keep the debt charges at 2% to maintain a steady profitable growth.
Achieve efficient synergies between the banks branches, SME unit offices and
BRAC field offices for delivery of remittance and Banks other products and
services.
Manage various lines of business in a full controlled environment with no
compromise on service quality.
Keep a divers, far flung team fully controlled environment with no compromise on
service quality.
Keep a diverse, far flung team fully motivated and driven towards materializing
the banks vision into reality.

Core values

Strength emanates from their owner - BRAC. This means, they will hold the following
values and will be guided by BRAC as they do our work.
Value the fact one is a member of BRAC family.
Creating an honest, open and enabling environment.
Have a strong customer focus and build relationships based on integrity, superior
service and mutual benefit.
Strive for profit & sound growth.
Work as team to serve the best interest of our owners.
Relentless in pursuit of business innovation and improvement.
Value and respect people and make decisions based on merit.
Base recognition and reward on performance.
Responsible, trustworthy and law-abiding in all that we do.

Achievements
BRAC Bank awarded prestigious FT Sustainable Bank of the Year 2010.
DHLDaily Star Bangladesh Business Awards 2008.
BRAC Bank received National Award as the Highest VAT payer for the financial
year 2007-2008.
BRAC Bank received ICAB National Award.
Some other achievements are-
Fastest growing bank in the country for the last two years.
Leader in SME financing through 350 offices.
Biggest suit of personal banking & SME products.
Large ATMs (Automated Teller Machine) & POS (Point of Sales) network.

Corporate Social Responsibility (CSR) of BRAC Bank:
The CSR policy of BRAC bank is Green Banking.
Since the inception as a responsible corporate body BRAC Bank Ltd. has undertaken
various initiatives considering the interest of customers, employees, shareholders,
communities and environment. These initiatives go beyond the statutory
obligation/mandatory compliances to voluntary activities that promote sustainable
development. BRAC Banks vision which focuses on double bottom line that it should
make decisions based not only on profit but also based on social and environmental
consequences is closely linked to the principles of CSR.

Corporate Social responsibility (CSR) is a fundamental part of the way BRAC Bank does
business. Its an opportunity to build better relationships with all stakeholders by paying
closer attention to how we fulfill our social, economic, environmental and ethical
responsibilities. CSR allows us to align our operations with standards and expectations
that are increasingly important to our shareholders, employees, customers and
communities where we operate.
Reduction in use of the paper
Paper continues to be the most significant single material input to our business. We use
paper in the office and in the production of customer information documents. A4 paper
use is a major component of our office based paper usage. Reducing the use of paper and
recycling it, provide both an environmental and economic benefit, and some of the
initiatives taken by us during the year are;
We insist on double-sided printouts and photocopies wherever relevant.
Paper communication between the divisions/Customer centers of BRAC Bank has
been replaced with on-line communication where possible, resulting in significant
reduction in paper usage.
We have converted selected staff training sessions into our E-learning process,
which has resulted in reduced paper usage on training materials.

Products & Services of BRAC Bank
There are many types of product & services in BRAC Bank. They call their deposits as
product & other activities as services. A brief introduction of them (products & services)
is given below:


Figure 5.1: different functions of BRAC bank


1. SME Banking:There are two types of SME banking.
A. Deposit Products
B. Loan Products
2.Retail banking
With 154 outlets, over 300 ATMs and over 500,000 plastics in the market, BRAC Bank
offers you a wide range of financial solutions to meet your everyday need. There are
some types of retail banking. These are-

SME Banking
Retail
Banking
Wholesale
Banking
Probashi
Banking
E-Banking
BRAC
Bank
Deposits
Products
Loan
Products
Cards
Non-stop
Banking
Foreign
exchange &
Related
services










Figure 5.2: Different types of Retail banking
Deposit Products
A. Saving Account: The offered savings accounts are-
I. Tripple Benefit Savings Account
II. Savings Classic Account
III. Aporajita Account
IV. Future Star Account
B. Current Account: The offered current accounts are-
I. Current classic account.
II. Current plus
III. EZee account
IV. Salary account
V. Campus account
C. Term Account: the offered term deposits are-
I. DPS
II. Fixed Deposit General
III. Flexi Deposit
IV. Interest First Fixed Deposit
V. Freedom Fixed Deposit(FFD)
VI. Abiram Fixed Deposit
Loan Products
a) Salary Loan
b) Quick Loan
c) Auto Loan
d) Home loan
e) Secured loan/ Overdraft
Cards
With 154 outlets, over 300 ATMs and over 500,000 plastics in the market, BRAC Bank
offers you a wide range of financial solutions to meet your everyday need.
1.Credit cards:
I. Platinum card
II. Universal card
2. Debit card:
Visa/Master Card Planet Card
3.Prepaid card:
I. Haji card
II. Travel card
4.Fast rewards program:
I. Earning points
II. Redeeming points
5. p@y flex programs
Non-stop banking
Non stop banking from 10 am to 8 pm
Online bankinf facilities in all of the banking sections.
Upto 5 pm for fixed branches.
Foreign exchange & related services
1. Travel related services
2. Education related services
3. Wholesale Banking
BRAC Bank offers a full array of Financial Services to Corporations and
Institutions. Having access to the deepest end of the country, BRAC Bank is there
to assist businesses in Bangladesh. With us on your side, you have the power of
local knowledge with the capabilities of global standard.

Figure 5.3: Different types of Wholesale banking
Corporate Banking
Cash Management
Custodial Service
Accounts &
Deposits
Investment
Remittance
Info
4. Probashi Banking
When one sends ones hard-earned money from abroad to dear ones at the farthest end of
Bangladesh, ask them to collect it from over 3,500 pay out locations of BRAC Bank.
Every month, Probashi Banking executes around 150,000 transactions; which has made
BRAC Bank one of the largest players among private commercial banks in channelizing
inward remittance in the country.
And with ELDORADO, now one can withdraw money from any of the Eldorado member
banks in addition to BRAC Bank outlets - that's too, instantly!









Figure 5.4: Different types of Probashi Banking




5. E-Banking:
There are 5 types of e-banking performed by BRAC bank. These are shown below:







Figure 5.5: Different types of E-Banking

1. E-commerce: For the first time in Bangladesh BRAC Bank limited has introduced
e-commerce program for all VISA & MasterCard cardholders. Electronic
Commerce is a convenient and affordable way to buy and sell products or services
online.
2. Internet banking
3. 24 hour call centre
4. Sms banking

Technological services of BRAC Bank
There are many technological services provided by BRAC Bank. These are described
belows:

E-
Commerce
Internet
Banking
24 hour
call centre
SMS
Banking
1.Cards:
With 154 outlets, over 300 ATMs and over 500,000 plastics in the market, BRAC Bank
offers you a wide range of financial solutions to meet your everyday need. There are
different types of cards provided by BRAC Bank
Platinum Card
1.Free access at BALAKA VIP LOUNGE:
BRAC Bank Platinum Card gives free access to the Balaka VIP Lounge at Hazrat
Shahjalal International Airport. Just show your BRAC Bank platinum card and get free
access and enjoy other facilities in the Balaka Lounge. Cardholder can have 3
companions or immediate family member (Spouse and up to 2 children) in each visit.

2. Free PRIORITY WELCOME SERVICE:
BRAC Bank Platinum Card gives you a unique Priority airport arrival and departure
service. This service provides access to fast track and personal VIP treatment. BRAC
Bank platinum cardholders are met at the kerbside or aerobridge, given a fast track route
through immigration and taken direct to their driver, lounge or boarding gate.
3.Discount at DDAMAS:
BRAC Bank Platinum Cardholder will avail following offers from DDAMAS BD LTD.
20% discount on all jewelry purchases
20% discount on making charge of gold jewelry.
4.Discount at LEO DIAMOND:
BRAC Bank Platinum Cardholder will avail following offers from LEO DIAMOND.
10% discount on all jewelry purchases
Free jewelry maintenance
Gift voucher of BDT 5,000 if minimum spend is BDT 100,000
Gift voucher of BDT 10,000 if minimum spend is BDT 200,000
5.Discount at PUROBI JEWELLERS:
BRAC Bank Platinum Cardholder will avail following offers from PUROBI
JEWELLERS (PVT) LTD.
25% discount on all diamond jewelry purchases
20% discount on making charge of gold jewelry
6.Discount at OTOBI:
BRAC Bank Platinum Cardholder will avail following offers from OTOBI LIMITED.
10% discount on the regular price of all furniture purchases
10% discount on furniture making charge for customized furniture purchases
Free delivery charge if delivery is within Dhaka Metropolitan area
7.Discount at NAZIMGARH RESORTS
BRAC Bank Platinum Cardholder will avail following offers from NAZIMGARH
RESORTS.
15% discount on net rate for room booking
Priority reservation
* Subject to availability of rooms, tax and other charges will be charged separately

8.Discount at GULSHAN GROUP of HOTELS
BRAC Bank Platinum cardholders will get a special 30% discount on room rent in hotels
under Gulshan Group, Kolkata, India.
9.Discounts in restaurants all over India
BRAC Bank Platinum cardholder will get a special discounts and privileges in Pizza Hut,
Barista, Mainland China, Oh! Calcatta, Sigree and Machaan restaurant all over India.
This offer is valid only for BRAC Bank VISA platinum Card.
10.Discount at HOTELCLUB
Get special discount at over 50,000 hotels worldwide with Visa Platinum. Hotelclub.com
is a global online accommodation specialist which offers consumers access to great hotels
at great rates, 365 days a year.

Terms & conditions
Prices quoted on the website www.hotelclub.com/visa are valid only for payment
with a valid Visa platinum card.
Standard hotelclub terms and conditions apply to all hotel bookings.
11.TEE off at top GOLF CLUBS around the world
with your Visa Platinum Card BRAC Bank VISA Platinum cardholder will enjoy special
discounted green fees at 300 golf clubs worldwide. Experiences are individualistic in
nature. We believe in doing our best to help you get the best out of that experience. With
a line-up of some of the finest golf courses in Asia and around the world, this experience
is on par with few of the best in the world
12.Discount at IKEBANA
BRAC Bank Platinum Cardholder will avail following offers from IKEBANA.

Event Quoted price Discount
Wedding events and Related services a. 50,000.00-
1,00,000.00
b. 1,00,001.00-
2,50,000.00
c. 2,50,001.00-
5,00,000.00
d. Above
5,00,000.00
5%
7.5%
10%
12.5%
Fresh Flower basket, Birthday and Anniversary
bouquets, and other related items
a. 300.00- 500.00
b. 501.00- 1000.00
c. 1001.00- 2500.00
d. Above 2500.00
5%
7%
10%
12%
Gift Hampers, Get well fruit basket and other related
items
a. 1000.00- 1500.00
b. 1501.00- 3000.00
c. 3001.00- 5000.00
d. Above 5000.00
5%
7%
10%
12%
Dry flower arrangements a. 1500.00- 2000.00
b. 2001.00- 5000.00
c. 5001.00- 10000.00
d. Above 10000.00
5%
7%
10%
12%
Landscaping and Fountain a. 25,000.00-
1,00,000.00
b. 1,00,001.00-
5%
7%
10%
2,50,000.00
c. 2,50,001.00-
5,00,000.00
d. Above
5,00,000.00
12%



13.PRIORITY PASS
Priority Pass is the worlds largest independent airport lounge access program. Priority
Pass membership offers great value for money and allows you to use over 600 airport
lounges whenever you travel. Some benefits of airport lounges are out lined below*:
Airport lounge access regardless of class of ticket or airline you are traveling with
You can take a guest in to a lounge with you**
Wi-Fi
Computer access
Conference rooms
Complimentary newspapers and magazines
Space, comfort and quite to catch up on work, prepare for your activities ahead or
stay in touch with the office
Complimentary drinks and snacks
Entertainment facilities
Showers, beds and more


14.Visa SPEEDPASS
Travel in style with the Visa Airport SpeedPass Service. Enjoy the convenience and
efficiency of fast track immigration at over 280 international airports with Visa airport
SpeedPass. As you arrive at the airport to fly to your destination, or touchdown in your
chosen location, Visa Airport SpeedPass agents are waiting for you. Meeting you at the
air bridge for arriving passengers, or at the kerbside for departing passengers, Visa
Airport SpeedPass agents will ensure that the stress and strains of the airport are
smoothed away along with the queues.




Terms & conditions
Payment must be settled with Visa Platinum issued in Asia pacific region,
CEMEA region, Canada or United States of America
15.CONCIERGE Service
Enjoy round-the-clock access to the Visa Platinum Customer Center
Emergency services: The Visa Platinum Customer Center (VPCC) offers a full
range of emergency services 24 hours a day, 7 days a week.
Lost & stolen card: In the event that you lost your Visa Platinum Card, help is
just a phone call away. Simply call the Visa Platinum Customer Center (VPCC)
and our Customer Service Executives will take care of the rest.
Concierge hotlines: The visa platinum customer center (VPCC) is manned by
professionals 24 hours a day, 7 days a week. You can reach the VPCC by making
a collect call to +61 2 9235 0260 through an international telecom operator
Universal Card
This is a Visa/MasterCard dual currency credit card with worldwide acceptability. Its
USD credit limit will be within approved BDT limit assigned for the cardholder. A
secured dual card's limit will be maximum USD 30,000 against lien on RFCD or ERQ
account.
Dual Cards can be issued against different entitlements:
Travel Quota
RFCD /FC
ERQ
As per customer request, dual card will be offered to customers against his/her Travel
Quota, Residence Foreign Currency Deposit (RFCD) account and Export Retention
Quota (ERQ) account. Dual card can be used in local currency within the country and
foreign currency outside the country.
Travel Quota limit is USD 1500 for SAARC Countries (India, Pakistan, Sri Lanka, Nepal,
Afghanistan, Bhutan, Maldives & Myanmar) and USD 5000 for Non SAARC Countries.

A. Universal Visa/MasterCard Classic
Dual Currency Visa/MasterCard Credit Card is valid not only in Bangladesh but abroad
as well. It can be used in local currency (BDT) within the country and foreign currency
outside the country. This type of credit card has a limit ranging from BDT 10,000 to BDT
75,000.

Features:
1. 1.Annual fee is your choice
Now payment of Annual fee for your Credit Card is totally your choice. BRAC Bank
allows you to pay no Annual fee as long as you transact at least 18 times (including 10
POS transactions) in a physical year. It's your Card, your choice.
2. Card cheque Facility
With BRAC Bank Credit Card now you can enjoy cheque facility against your credit card
limit. You can make payment (account payee only) to any person or organization where
Credit Card facility is not available. You can use your 100% limit through Card cheque
with a minimum processing fee. You will get your first cheque book absolutely for free.
3. FAST Rewards Program
A special loyalty program that allows you to earn some points every time whenever you
spend your money through POS with your Credit Card in Bangladesh only. For every Tk.
50 spent through POS on your credit Card, you get the opportunity to earn 1 Reward
point. The accumulated Reward Points can be redeemed against exciting gift items from
our Reward Catalogue. The enrollment of this program is free.
4. e-Statement Service
BRAC Bank brings more convenience for you through e-statement that will enable you to
receive your monthly Credit Card statement via e-mail and this is absolutely free. No
doubt nowadays e-statement is the fastest, reliable and efficient service, which ultimately
minimizes your paper work and maximizes your convenience. E-Statement will be sent
maximum up to 3 (Three) e-mail addresses. For enrollment you have to fill up the
enrollment form and send /drop it to any branch of BRAC Bank

5. Balance Transfer
BRAC Bank brings Balance Transfer facility for its Cardholders; if you have other bank
Credit Card then you have the option to transfer your current outstanding balance at a
much cheaper rate of 22% to your BBL Credit Card. The processing fee for Balance
transfer is 2% or 150 + VAT whichever is higher.

6. Credit Shield Facility
Credit shield facility is a triple benefits Insurance Plan for the BBL Cardholders. The
entire dues on the Credit Card, in the event of death or permanent total disability of BBL
credit Cardholder, will be waived and the cardholder or his/her family will receive equal
amount to meet immediate expenses. For any kind of accidental death, gold card holder is
covered up to BDT 2-lacs and Classic Cardholder up to BDT 1 lac under Credit Shield.
A very nominal charge of 0.35 paisa for every TK.100/- of your Credit Card outstanding
balance will be applicable for this coverage.
7. Extensive SMS Service & Transaction Alert
BBL SMS Service is the simplest way to find out your Credit Card details through your
mobile. This includes Push & Pull service which you can avail free of cost. Through Pull
Service you can access to your Credit Card information from anywhere anytime within
Bangladesh. Through Push service BBL provides you with information on your BBL
Card even when you are on the move. Now you would no longer miss a payment or
exhaust your Credit limit without any warning.
For the first time in Bangladesh, BRAC Bank brings you an extensive Transaction Alert
Service for its Cardholders. BRAC Bank Transaction Alert - a service that allows you to
stay updated on your Credit Card transactions. For each predefined transaction an alert
will be generated and sent to your mobile instantly. At a nominal monthly fee of BDT 5 +
VAT, you can enroll to the service.


8. Real Time Payment Update:
Now you can avail your limit within a short time after making payment. Through IVR &
ATM you can instantly refresh your limit upon making payment. As for cash payment,
limit will be refreshed within 2 hours during weekdays and end of the day during
weekends.
9. PayFlex
This is an installment program that allows BBL Credit Cardholders to convert any retail
transaction of BDT 3000 and above into an easy and convenient repayment schedule only
@ 16.95%. You can also purchase your items of choice from some of our selected
PayFlex partner outlets for 0% interest and payback in easy monthly installment.
10. Immediate Cash Advance Facility
You don't need to worry about carrying cash anywhere not even on a foreign trip where
there is no one to give you hard cash at times of your need. You can withdraw cash up to
50% of your Credit Limit from any of our branches or any ATMs with Visa/MasterCard
Logo across the country and outside the country.
11. Worldwide Acceptance
Our Credit Card is accepted at over 5,000 outlets across the country and over 24 million
Visa/MasterCard outlets worldwide. Use your Credit Card for everyday purchases as well
as high valued transactions with wide range of products and services including hotels,
restaurants, airlines, travel agents, shopping malls, department stores, hospitals,
diagnostic centers, jewelers, electronics, computer shops and many more! This number is
increasing rapidly to cater your growing needs. So, no matter where you are in the world
BBL Credit Card gives you the power to purchase whatever you desire for.

12. Global Emergency Assistance Facility
When you travel abroad, please remember that you have the option of using the Global
Emergency Assistance Service provided by the Visa/MasterCard for our cardholders.
These can be availed for: 1. Reporting Lost/ Stolen Credit Cards 2. Requesting for
emergency card replacement 3. Emergency Cash Advance and 4. Miscellaneous enquiries.
The toll free telephone numbers for accessing these emergency assistance Help line are
available in local telephone directories/yellow pages and other local listings in each
country.
13. Supplementary Card
With BBL credit Card you can share the exclusive benefits with your dearest and nearest
one through providing supplementary card. As a primary cardholder you can also set
spending limits for each of your supplementary cards. For your convenience all
transactions on your Supplementary Card will be shown separately on your monthly
Credit Card statement.
14. Convenient Payment option
When you receive your bill, you need not pay the entire bill amount. You have the
flexibility of selecting any of the following payment options:
Pay the total amount due.
Pay the minimum amount due (5% of your total outstanding or BDT 500
whichever is higher of local card and for Dual card 5% of your outstanding or
USD 10 whichever is higher) and the balance is carried forward to subsequent
statements.
15. Auto debit option
If you have an account with any BRAC Bank branch, you have the option of making the
payment of your monthly credit statement (either minimum amount due or total due
amount) directly through your bank account.
16. Self set limit
BRAC Bank Credit Card allows you to set your own card limit .You can request for a
limit lower than what you are eligible for. You can even preset the monthly spending
limits on the supplementary card. Any transaction above that specific spending limit will
be declined.
17. BBL 24-hours Call Center
We offer Customer Services 24-hours a day, 7 days a week through our State-ofthe Art
Call Center and experienced customer service staffs. BRAC Bank Call Center facility
provides you one stop solution for your banking needs.
18. Alternative Payment channels
BRAC Bank provides you different payment channels. Now you dont need to wait in
queue to pay your credit card bill. You can easily pay your credit card bill through Cash
Deposit Machine, ATM or through IVR (interactive voice recorder) and even through
Internet Banking. For IVR, ATM & Internet Banking you need to have an account with
BRAC Bank.
B. Universal Visa/MasterCard Gold
This is a Dual Currency Visa/Master credit card which is valid both in Bangladesh as
well as abroad. It can be used in local currency (BDT) within the country and foreign
currency outside the country. The basic difference between Classic & Gold cards is that
the Gold card has higher credit limit than that of classic card. Credit limit of
Visa/MasterCard Gold Card ranges from BDT 75,001 to BDT 500,000.
Features
1. Annual fee is your choice
Now payment of Annual fee for your Credit Card is totally your choice. BRAC Bank
allows you to pay no Annual fee as long as you transact at least 18 times (including 10
POS transactions) in a physical year. It's your Card, your choice.
2. Card cheque Facility
With BRAC Bank Credit Card now you can enjoy cheque facility against your credit card
limit. You can make payment (account payee only) to any person or organization where
Credit Card facility is not available. You can use your 100% limit through Card cheque
with a minimum processing fee. You will get your first cheque book absolutely for free.
3. FAST Rewards Program
A special loyalty program that allows you to earn some points every time whenever you
spend your money through POS with your Credit Card in Bangladesh only. For every Tk.
50 spent through POS on your credit Card, you get the opportunity to earn 1 Reward
point. The accumulated Reward Points can be redeemed against exciting 74 gift items
from our Reward Catalogue. The enrollment of this program is free.
4. e-Statement Service
BRAC Bank brings more convenience for you through e-statement that will enable you to
receive your monthly Credit Card statement via e-mail and this is absolutely free. No
doubt nowadays e-statement is the fastest, reliable and efficient service, which ultimately
minimizes your paper work and maximizes your convenience. E-Statement will be sent
maximum up to 3 (Three) e-mail addresses. For enrollment you have to fill up the
enrollment form and send /drop it to any branch of BRAC Bank.
5. Balance Transfer
BRAC Bank brings Balance Transfer facility for its Cardholders; if you have other bank
Credit Card then you have the option to transfer your current outstanding balance at a
much cheaper rate of 22% to your BBL Credit Card. The processing fee for Balance
transfer is 2% or 150 + VAT whichever is higher.
6. Credit Shield Facility
Credit shield facility is a triple benefits Insurance Plan for the BBL Cardholders. The
entire dues on the Credit Card, in the event of death or permanent total disability of BBL
credit Cardholder, will be waived and the cardholder or his/her family will receive equal
amount to meet immediate expenses. For any kind of accidental death, gold card holder is
covered up to BDT 2-lacs and Classic Cardholder up to BDT 1 lac under Credit Shield.
A very nominal charge of 0.35 paisa for every TK.100/- of your Credit Card outstanding
balance will be applicable for this coverage.
C. Co-branded Universal I CDDR,B Credit Card
BRAC Bank ICDDR,B co-branded Credit Card is a new variant product of our existing
credit card, which is designed to leverage the high brand value of ICDDR, B, which is a
renowned international institute for Health and Population research.
This card has similar functionality as BRAC Bank Credit Card with extra advantage of
donating money to ICDDR,B hospital endowment fund.
Features
1. Annual fee is your choice
Now payment of Annual fee for your Credit Card is totally your choice. BRAC Bank
allows you to pay no Annual fee as long as you transact at least 18 times (including 10
POS transactions) in a physical year. It's your Card, your choice.
2. Card cheque Facility
With BRAC Bank Credit Card now you can enjoy cheque facility against your credit card
limit. You can make payment (account payee only) to any person or organization where
Credit Card facility is not available. You can use your 100% of your limit through Card
cheque with a minimum processing fee. You will get your first cheque book absolutely
for free.
3. FAST Rewards Program
A special loyalty program that allows you to earn some points every time whenever you
spend your money through POS with your Credit Card in Bangladesh only. For every Tk.
50 spent through POS on your credit Card, you get the opportunity to earn 1 Reward
point. The accumulated Reward Points can be redeemed against exciting 74 gift items
from our Reward Catalogue. The enrollment of this program is free.
4. Real Time Payment Update
Now you can avail your limit within a short time after making payment. Through IVR &
ATM you can instantly refresh your limit upon making payment. As for cash payment,
limit will be refreshed within 2 hours during weekdays and end of the day during
weekends.

Schedule charges of cards
Platinum card Gold card Classic card
Annual fee for
primary card

Visa & master card BDT 4500+VAT BDT 2500+VAT BDT 1300+VAT

Simple Ways to Pay Your BRAC Bank Credit Card Bills:
Over the Counter:
Fill up the deposit slip and pay by cash/cheque at any BRAC Bank Branch in Bangladesh.
Drop Boxes:
Fill up the deposit slip and drop your cheque into the Drop Box located at various BRAC
Bank Branches.
Auto Debit Instructions:
Issue auto debit instructions to debit your BRAC Bank current/savings account every
month to clear your Credit Card bill.
Internet Banking:
Get registered and pay online by logging onto BRAC Bank Internet Banking at
www.bracbank.com
Through ATMs:
Make ATM fund transfers from your BRAC Bank current/savings account to pay off
your Credit Card dues.
Through Cash Deposit Machines (CDMs):
Fill up the top sheet of a payment envelop and enclose the payment in the form of
cash/cheque and insert it into our CDM machine located at different BRAC Bank ATM
locations.



2.Debit card
Visa/MasterCard Planet Debit Card:
Planet card is an initiative to protect this world and to present a better tomorrow for your
future generations. When you are availing a planet card, you are donating for our
environment-friendly initiatives which include:
Renewable energy projects
Waste management projects
Tree plantation programs and many more

Enhanced Functionalities
I. Enhanced daily cash withdrawal limit of BDT 50,000 from ATM Booth
II. BDT 3,00,000 cash withdrawal facility from Branch POS counters
III. Free Account Enquiry
IV. BDT 1,OO,OO0 purchase facility from Merchant POS
Convenience of Shopping
I. No need to carry cash
II. Shopping through 1,500+ BRAC Bank POS terminals
III. Acceptance at 8,500+ other bank POS terminals
IV. Debit card usage facility at selective filling stations all across the country
V. Discount at over 7O lifestyle stores across the country
VI. Discount at over 60 restaurants across the country
3.Prepaid card
Hajj Prepaid Card:
BRAC Bank brings another perfect solution for your financial needs while you visit the
Holy Lands of Saudi Arabia to perform your Hajj. You can now enjoy convenient and
safe access to your money during your Pilgrimage by simply getting yourself a BRAC
Bank Hajj Card. Since, this is a Prepaid Card, any individuals (18 years and above)
having no relationship with Brac Bank can also enjoy the benefits of this card.
Highlights of Hajj Card:
I. No endorsement fee or penalty
II. Scope to encash unused balance in BDT
III. A nominal issuance fee of BDT 300+15% VAT
IV. Accessible in all VISA accepted ATMs & Shops in KSA
V. Completely interest free
VI. Valid across KSA during Hajj
VII. Limit up to USD 350 as per Hajj Quota (Quota may change as per Government
regulation)
Documents required for buying a Hajj Card:
I. A valid passport/Hajj passport with valid Pilgrim VISA
II. A recent color photograph
III. Prepaid card application form
Travel Prepaid Card
BRAC Bank brings another perfect solution for your financial needs while you visit
anywhere in the world. You can now enjoy convenient and safe access to your money
during your travel by simply getting yourself a BRAC Bank Travel Card. Since, this is a
Prepaid Card, any individuals (21 years and above) having no relationship with Brac
Bank can also enjoy the benefits of this card. One can withdraw cash from any VISA
accepted ATMs or do the shopping across the world using this plastic.
Highlights of Travel Card:
I. Instant issuance - Just pay and pick the card
II. Completely interest free
III. Limit up to USD 2000 for SAARC and USD 5000 for non SAARC countries, as
per Personal Travel Quota (Quota may change as per Government regulation)
IV. Valid all over the world (except Bangladesh)
V. Accessible in all VISA accepted ATMs & Shops globally
VI. Bank account not required
VII. A nominal issuance fee of BDT 500+15% VAT
VIII. Scope to refund of unused balance in BDT
IX. No endorsement fee or penalty

Documents required for buying a Travel Card:
I. A valid passport
II. A recent color photograph
III. Prepaid card application form
2. E-Banking
E-Commerce:
For the first time in Bangladesh BRAC Bank limited has introduced e-commerce
program for all VISA & MasterCard cardholders. Electronic Commerce is a convenient
and affordable way to buy and sell products or services online.
E-Commerce software and service enables individuals to maintain an online business
while performing transactions right from the Web. It is the fastest, convenient and cost
effective way of making transaction through web site.
Who can buy?
BRAC Bank VISA & MasterCard cardholder
Any VISA & MasterCard cardholder

Cardholder's Benefits
I. Search and find what they are looking for instantly
II. Choosing from a variety of options such as size and color
III. Viewing any or all of product specifications and photographs
IV. Purchases will be delivered directly to their door
V. Order products without leaving their home
VI. Security knowing every transaction is secure
VII. Checking how much they have "spent" before committing to a purchase
Merchants Benefits
I. Overhead cost of an e-commerce web site is generally much less than the cost of a
physical storefront.
II. Seller has the ability to reach customers all over the world rather than being
limited to a certain geographical location.
III. Increase in sales volume.

Internet Banking
Phishing
Phishing is the process of collecting User Name / Account Number / Account Details /
Credit Card No / Expiry Date / Pin / Password and other sensitive financial information
over the Internet with malicious intent. Fraudsters tries to disguise themselves as genuine
company and sends e-mail, Pop Ups, Instant message to clients of financial service
providers. They request clients to provide them with various crucial account information
promising a better service, free gifts or promotional activities. As soon as information
entered in these link web sites they are stored and used for fraudulent purpose by the
hackers.
Dos
I. Use anti phishing browser, i.e. Internet Explorer 7, Netscape 8.1, Firefox 2
II. Use POP UP Blockers
III. Use a secured website while submitting any sensitive financial information
IV. Log off as soon as you finish online banking
V. Regularly change password and PIN
VI. Regularly check your Bank, Credit Card and Debit Card Statement, Report if
suspicious transactions are found
Don'ts
I. Do not share your PIN and Password with anyone
II. Do not leave logging on your online banking facility
III. Do not enter any security information over the Internet
IV. Do not save username and password in the browser
V. Do not use the links sent via e-mails and messages to get to any web site
24 Hour Call Center
With BRAC Bank 24-Hour Call Center, managing your accounts are just a call away.
Enjoy the convenience of banking anytime, anywhere simply by pressing a few buttons
on phone.

SMS Banking
features
I. Instant Account Balance & Mini Statement
II. Fixed Deposit Maturity Alarm
III. Welcome alert (for account opening
IV. Account status change alert.


Account Detail

Credit Cards Bill Payment


Balance Query

Cheque Book request


Debit/Credit Card Activation

Captured ATM cards and Cash Query


Inter-city Charge Query

Query for All Products


Fund Transfer
For account balance


For current outstanding balance of credit card

For minimum payment balance of credit




For payment due date of credit card


For available limit up to day of credit card











A new window in technological services of BRAC Bank

bKash Limited (a subsidiary of BRAC Bank) is a joint venture between
BRAC Bank Ltd., Bangladesh, and Money in Motion LLC, USA. The
ultimate objective of bKash is to ensure access to a broader range of financial
services for the people of Bangladesh. It has a special focus to serve the low income
masses of the country to achieve broader financial inclusion by providing services.

More than 70% of the population of Bangladesh lives in rural areas where access to
formal financial services is difficult. Yet these are the people who are in most need of
such services, either for receiving funds from loved ones in distant locations, or to access
financial tools to improve their economic condition. Less than 15% of Bangladeshis are
connected to the formal banking system whereas over 50% has mobile phones. These
phones are not merely devices for talking, but can be used for more useful and
sophisticated processing tasks. bKash was conceived primarily to utilize these mobile
devices and the omnipresent telecom networks to extend financial services in a secure
manner to the under-served remote population of Bangladesh.









Chapter 6
Overview of
ONE Bank Limited

















OBL (One Bank Limited) is a private sector commercial bank dedicated in the business
line of taking deposits from public through its various saving schemes and lending the
fund in various sectors at a higher margin. The name 'ONE Bank' is derived from the
insight and long nourished feelings of the promoters to reach out to the people of all
walks of life and progress together towards prosperity in a spirit of oneness. ONE Bank
Limited was incorporated in May, 1999 With the Registrar of Joint Stock Companies
under the Companies Act. 1994, as a commercial bank in the private sector. The Bank is
pledge-bound to serve the customers and the community with utmost dedication. The
prime focus is on efficiency, transparency, precision and motivation with the spirit and
conviction to excel as ONE Bank in both value and image.
Credit Rating Report

ONE Bank Limited has been rated by the Credit Rating Agency of Bangladesh Limited
(CRAB) on the basis of Financial Statements for the year ended on December 31, 2011.
The summary of the rating is presented below:

Year 2011

Long Term:
A1
Long Term:
AA3
Commercial Banks rated
AA3 have very strong
capacity to meet their
financial commitments and
are judged to be of very
high quality and is subject
to very low credit
risk.
Short Term:
ST-2
Short Term:
ST-2
Commercial Banks rated in
this category are considered
to have strong capacity for
timely repayment.
Commercial Banks rated in
this category are
characterized with ,
commendable position in
terms of liquidity internal
fund generation and access
to alternative sources of
funds.


Vision:
To establish ONE BANK LIMITED as a ROLE MODEL in the Banking Sector of
Bangladesh
To meet the needs of their Customers, provide fulfillment for their People and
create Shareholder Value
Mission:
To constantly seek ways to better serve their Customers
Be proactive in fulfilling their social responsibilities
To review all business lines regularly and develop the Best Practices in the
industry
Working environment to be supportive of teamwork, enabling the employees to
perform to the very best of their abilities.

Achievements:

2010 has been a good year for the bank. They achieved many of their key objectives,
made significant provisions and have strengthened their bank's foundation for a rapid
growth in the coming years. They manage their Bank for the benefit of all of their key
stakeholders - including shareholders, customers, employees, and the community they
serve.

It is a pleasure to inform that the bank in 2010 recorded an impressive operating profit
of Taka 3,020.40 million during the year, as compared to Taka 1,678.85 million in 2009.
This represents a growth of 79.91 percent over the preceding year. While, during the
same period Deposits grew by 29.24 percent and Advances by 29.69 percent.

In order to ensure optimization of shareholder capital and their human resources, they
continuously assess all of their businesses, based on their return on capital, overall
performance and long term potential. In all of their business lines, they continue to pursue
ways to reduce cost and operate more efficiently, including technological enhancement.
They are also developing standards that are not merely "Common Industry Practice" but
the best practices in a given area. This is being appreciated and acknowledged by their
valued clients. Client in increasing numbers are choosing to do business with the bank
because it is customer-driven. No matter whether a corporate or a consumer, the officers
constantly seek to better serve their customer. They shall adapt to changing economic
conditions, while continuing to develop and enhance their products and services. Their
continued customer focus will determine their success in this intensely competitive
market place and the shall remain ever committed in meeting this objective. In so doing,
we shall strengthen the value of ONE Bank brand.


Locations:


Their branches are:
Division Branch ATM Booth
Rajshahi 5 1 2
Dhaka 25 14 2
Sylhet 4 1
Khulna 3
Chittagong 22 2 4
Total 59 18 08

Social Commitments:

The Bank has been continuing to empower the community towards the socioeconomic
development of the backward sections. The Sponsors of ONE Bank Limited
contemplated the Bank as a flagship of oneness with the people of the country. And
therefore, for time and again, whenever the people of the country face troubles and
disasters the bank always stood by them.

Blanket Distribution 2010, in Bogra and Noakhali


ONE Bank was exhilarated when the vice-chairperson of the bank, Ms. Farzana
Chowdhury distributed hundreds of blankets among the poor, especially the women and
children of the Bogra region. With the help of Mr. Arif Quadri, SEVP and Mr. Sajjad
Hossain, SEVP, Ms. Chowdhury distributed 1500 blankets in
Bogra. Additionally, Mr. Quadri distributed 1500 blankets in
the Noakhali region. These blankets were distributed amongst
those who have been suffering from unusual cold waves.

It was heartening to see that the blankets have given them some warmth. These blankets
are going to help the residents of the two regions to go through the remaining cold waves
of the season and possibly, the next few years. The bank feels a bit of satisfaction to see
and realize that its continued efforts have helped these very poor people.

The bank, as always, has felt that it is its social responsibility to mitigate the sufferings of
the people, and will continue to keep up the works it has been doing. The bank hopes that
these blankets will bring endless sufferings for these recipients.


Bangladesh Flood 2004

Bank tried to mitigate the sufferings of the flood stricken people in the villages of
Meradia/ Shatarkul (Dhaka), by distributing Family Bags
amongst 1,100 families. Each bag contained the following items:
Rice: 3 Kg, Pulses: 1 Kg, Salt: 1Kg, Molasses (Gur): 1 Kg, Two
pieces of Sari & 2 pieces of Lungi (one large and one small). The
recipients very much appreciated our endeavor.


111 new houses constructed for the flood affected families at Sylhet and Dohar

After the Floodwaters had receded, the Bank constructed or repaired 111 houses, at an
average cost of Taka fifteen thousand each, in the following two areas:

Mahmudpur Union council-07, P.0 Horichandi, P.S: Dohar,
Dhaka- 53 houses.
Mullargoan Union council, Dhakin Surma, Sylhet Sadar, Sylhet-
58 houses.The Bank spent around Taka three million in flood
related relief activities.
Cricket

Bank has been actively supporting the flourishing of Cricket in Bangladesh. To facilitate
the movement of cricket officials, the Bank has presented one microbus to the
Bangladesh Cricket Control Board. In addition, the bank has been the official tickets
sponsor for the New Zealand, India and Zimbabwe cricket (Test and ODI) series, during
the year 2004.



Other social activities of One Bank:

Traffic canopies and passenger sheds at different locations for Tk.25 lac.
Scholarship payment to 72 meritorious students for Tk.13.23 lac.
Payment of Tk. 1 lac favoring DC,DB (South) being our contribution
towards renovation of DB Office at Minto Road, Dhaka.
Sponsorship of publication of CDs at Tk. 4 lac on 40th Anniversary of our
Independence.
Sponsorship of CDs of Tk. 1 lac for Development of children through
Educational Songs.
Payment of remuneration of Tk. 20,000/- per month to a doctor for
extending medical service to the poor of Joypara, Dohar, Dhaka.
Sponsorship of Tk. 5 lac for 2nd ONE Bank Independence day Cup Golf
Tournament 2011 at Ghatail, Tangail.




Product & Services:
















Figure 6.1: Product & Services


Deposit Product

Pensave
Edusave
Marrysave
Corporate deposit scheme
One-two-three
School banking
Monthly money maker
Gold saving account
Silver saving account
Money rotation



Loan Product
Home loan
Car loan
Student loan
Consumer loan
Agri loan
Professionals loan
Doctor loan


The deposit products are:
Pensave

Pensave scheme will provide the financial security during your retirement days. Pensave
is a secured future of the years ahead. Pensave is a specially designed scheme for the
socially conscious citizens.
Edusave:
Education is getting more and more expensive day by day. Hence Edusave is a far-
sighted scheme that bridges your dream and reality. Edusave can support the expenditure
for higher study at home or abroad
Marrysave
Marry save is a marriage scheme brought by ONE Bank Limited. The scheme is equally
attractive to parents and the younger generation having plans to start a family in near or
distant future. Marrysave can relieve the worries at the time of marriage by financing a
part of the expenditure involved. Marrysave can also support starting up a new family in
a new home by funding the costs.
Corporate Deposit Scheme
The Corporate Deposit Accounts provide depositors with one of the most flexible and
competitive range of options currently available in the marketplace.



One-Two-Three

ONE 2 3 Scheme is a lucrative offer from ONE Bank Limited making the deposits grow
by folds over a certain period of time. ONE 2 3 Scheme requires a fixed deposit of
Tk.5,000/ or its multiple for your chosen tenor.
School Banking
From time immemorial, habit of savings is built in nature. Ants save food, Camels save
water, Bees save honey, We save money. School banking is a special product designed
by OBL only for the students with a vision to inculcate savings habit and familiarize
young generations with banking transactions fixed deposit of Tk.5,000/ or its multiple for
the chosen tenor. The product is a savings account in nature named "Student Savings
Account (Minor)" with full of ease.
Monthly Money Maker
Monthly Money Maker Scheme is a special type of Fixed Deposit Account which
provides the applicant with monthly interest accrued from the Fixed Deposit to the
applicant's savings/current account.

Gold Savings Account

The Product has been designed to target the different individuals through crediting
interest to the account on monthly basis

Silver Savings Account


Money Rotator
The Product has been designed to target the different government agencies along with
large corporate bodies, semi government organization, Universities, NGO's and different
individual along with different proprietorship concern. The main features of the product
is to attract the mentioned clients though compounding of interest for a period of 3/6/12
months

Loan Product:
Home Loan:
Home Loan market is primarily concentrated in Dhaka and Chittagong metropolitan areas
- as these two cities have a large number of middle and higher middle class population.
However, Home Loan may also be sanctioned to eligible clients wherever OBL has its
operations.

Car Loan:

Their Car Loan facility helps to be a proud owner of a car of the dreams at a competitive
price and within the shortest possible time. ONE Bank Car Loan can be availed for
purchase of brand new vehicle of any brand and reconditioned vehicle (any Brand made
in Japan) not exceeding 6 years of age from the date of manufacture.
Student Loan:

ONE Bank's Student Loan is the right decision for an individual to relax and provide the
required financial to see the children have the education you dreamt them to have.
Through it one can get the chance to study abroad without worrying about the expense.
Consumer Loan:

The Consumer Loan allows monetary freedom to an individual and his or her family. Be
it a computer for the children, a laptop for him, furniture aspire or air conditioners for the
home.
Doctors Loan

ONE Bank Doctor's Loan is devised for Registered Doctors & Medical Practitioners, eye
Specialists, Heart Specialists, Child Specialists, Surgeons and Dentists to support their
small scale purchase of different medical equipment, tools, small machineries, furniture
etc. for their medical chambers, clinics and/or hospitals. A maximum of Tk.50 lacs can be
availed at a time and in a cumulated amount by an individual doctor either in a single
account or in a joint account.
Agri Loan:

Loan amount ranging from Tk.20,000 to Tk.20,00,000. Loan tenure of 03 to 60 months.
Competitive interest rate.
Professional Loan
ONE Bank provides Professional Loan, a loan facility meant for the professionals only to
support their small scale purchase of different equipment, tools and small machineries for
installation at their business sites/offices. ONE Bank Professional Loan can be availed
from a minimum of Tk.30,000 to a maximum of Tk.3.60 lacs.
SME Products & Services

ONE Bank provides SME Loan to assist SMEs (Industry/Trading/Service) access to
finance. To make self-reliant SMEs and to habituate them in banking. To expand bank's
exposure in SME Segment.
Retail Banking:

OBL is one of the pioneer and leading banks in the Retail Banking arena amongst the
Private Commercial Banks in Bangladesh. They reinforced their focus on customer
segment through proper channeling of retail products and services to ensure quality
asset/liability, product innovation and brand building. The retail banking portfolio as of
December 31, 2011 was Taka 338 crore. To expand the Credit Card Business and to meet
the customers expectation, they have already taken steps to launch Visa Debit/Credit
Card in 2012.

Finances:

Trade Finance(Letter of Credit)

Project Finance

Infrastructure Finance







Technological Services of ONE Bank:
Credit Card



ONE Bank Credit Cards are widely accepted at department stores, shops, restaurants,
hotels, airlines, travel agencies, hospitals, diagnostic centers etc. across the country
wherever the MasterCard logo is displayed.

They issue two versions of MasterCard:
Gold MasterCard
Silver MasterCard
One bank also provides exclusive MasterCard for ladies.
CREDIT PERIOD
Card holder may enjoy up to 45 days of interest free credit, from the date of transaction.
On receipt of the monthly statement the options are to either pay in full or only 10% of
the current balance indicated, unless the current balance is less than Tk.500, in which
case full payment is required.

CREDIT INTEREST
Interest will be calculated on a daily basis on the outstanding amount of monthly
statement @2.5% per month on the card account from the posting date, if balance
remains unpaid after the due date.

WHO CAN APPLY FOR A CARD
If a person is between 21 and 60 years of age and have a steady job or income that pays
him at least Tk.10,000 monthly (gross), he can apply for a ONE Bank MasterCard.

CARD ANNUAL FEE
Gold Card: Tk.2,000
Silver Card: Tk.1,000
Ladies Card: Tk.1,000
The annual fee is excluding applicable VAT.
ATM Card

Life is a 24 hours business. No one knows when it needs money. Setting people free from
that tension is their motto. The ATM cards are designed to be the perfect match of life. It
sets an individual free from the limitation of time. A happy life for 24 hours........
Features:
Balance enquiry
PIN Change
Cash withdrawal

Eligibility:
If an individual has a savings, current or STD account in OBL, he is eligible avail
this card. Just drop in any nearby OBL branch, collect an application form and submit
duly filled up form. Within shortest time he will get the card delivered at his mailing
address or at his designated branch.
Inward Remittance


Inward Remittance plays a significant role in Bangladesh Economy. The foreign
Exchange that the expatriate Bangladeshis send home is the second largest source of
much needed foreign exchange for our economic development. Over 7 million
Bangladeshis work abroad and remit more than US$ 11 billion in a fiscal year.

To assist and make it simple for the remitter to remit hard earned money to
Bangladesh, ONE Bank Limited started providing remittance services through its
local & foreign correspondents in 2003. It has 58 branches in major metropolitan
cities and areas of Bangladesh.

Features of OBL one-stop remittance delivery services are as follows:


Deliver money without any charges

Assure confidentiality in transactions

On line account credit facilities to those who have accounts with
OBL

Account credit facility to those who do not have accounts with
OBL through Bangladesh Electronic Fund Transfer Network
( BEFTN)

EFT/TT Services

Assist in opening Wage Earners Accounts

Assist in opening accounts under different types of Savings
Schemes.



SMS Banking

In this cyber era Information is the business. Information about the bank accounts is
something one always need in ones day to day business. They make it simple to
give the bank's information at the finger tips. ONE Bank SMS Banking is a smart
new way to access your account information whenever one wants, whenever one is -
what is more simple, immediate and secure

Through SMS banking the following services can be obtained:


Balance Inquiry

Cheque Book Request

Changing PIN


Recent Adapted Technological Services

New Technology Platform:

Considering the digitalization of the economy, emerging technology driven banking
environment and to gain competitive edge, ONE Bank in 2011 has successfully
upgraded its IT Platform with new Core Banking Solution (CBS) Oracle Flexcube
UBS with its latest version 11.2. It went live on January 1, 2012. The new solution
will help provide faster, diversified and comprehensive banking need to the customers
and other stakeholders of internal and external
environments. The advance CBS aims to harness the capacity of the professional
bankers and empower the Bank technologically to realign its processes to bring about
speedy & efficient delivery of service and process simplification. All the branches of
the Bank are enabled to deliver real time on-line banking services.


The valued customers will immensely benefit from the new CBS. Among
other facilities, they will enjoy:

Smooth and Speedy online Banking services (any branch banking).
One stop customer services.
Flawless and efficient ATM service.
Full-fledged Internet Banking services.

In the backdrop of installation of Core Banking Solutions (CBS), the Board has
already approved the robust and world-class Mobile Banking System Sybase 365
which will be launched very shortly to include vast segment of the population,
especially the underprivileged sections and rural people into the fold of basic banking
services.

Automated Clearing Process:

The bank was one of the first to successfully implement Automated Cheque Clearing
process in line with BACH (Bangladesh Automated Clearing House) operation of
Bangladesh Bank. They have been ably performing all fund transfer activities with
other banks electronically through the Bangladesh Electronic Fund Transfer Network
in all the branches of Dhaka, Chittagong and Sylhet Metropolitan cities, Narayangonj,
Savar Ganakbari (EPZ), Rajshahi, Bogra, Rangpur, Khulna, Chowmuhuni and
Maijdee..

ATM Network:

At present, the customers have been enjoying 24/7 service through 19 ATMs located
around the country. During 2012, the Bank has a robust plan to expand its ATM
network through procurement of more proprietary ATMs and joining hands with the
common platforms of ATM network. Besides, the Bank has chalked out a plan to
open a few Kiosks at different key points for the convenience of the customers. This
will immensely enhance the Banks customers satisfaction.

Green Banking:

ONE Bank is a responsible corporate citizen. They
believe that every small Green step taken
today would go a long way in building a greener future and that each Member of ONE
Bank family can work towards a better global environment. Environmental concern is
at the centre of the Green Banking strategy. ONE Bank is strengthening green
banking activities by launching environment friendly initiatives and providing
innovative green products. As an environmentally responsible Bank, some of their
Green Banking initiatives are in-house Environment Management, imparting training
& encouraging environment friendly activities for employees, adherence to
environmental Risk Management guidelines, introduction of green banking products
& services, building awareness & providing support to customers to be more
environmentally responsible, Financing green projects and supporting the
environment friendly initiatives as a part of CSR activities.

Mobile Banking Services for Rural Communities:

MOU Signed With ONE Bank Limited

A Memorandum of Understanding (MOU) was signed on 24 April among Local
Government Division (LGD), UNDP supported Access to Information (A2I)
Programme of the Prime Minister`s Office and One Bank Limited for introducing
branchless mobile banking service for rural communities. According to the MOU,
ONE Bank Limited will introduce branchless mobile banking in 156 unions in
Rangamati, Khagrachhori and Rajshahi district as pilot project to provide banking
facilities to rural communities. The remaining UISCs will be brought under the
programme gradually. All banking facilities including opening of bank account, cash
withdrawal and depositing of money and receiving remittances will be available
through the mobile banking.
Citycell signed agreement with ONE Bank Limited
Citycell recently signed an agreement with One Bank Limited for mobile banking
service. Under this agreement, Citycell will act as a facilitator of mobile connectivity
and distribution network for ONE Bank mobile banking service. The signing of
mobile banking agreement is a milestone in the area of mobile financial services. It
has immense potential in Bangladesh where access to traditional banking services is
limited especially in the rural areas















Chapter 7
Overview of
Dutch Bangla Bank
Limited







Dutch-Bangla Bank Limited (DBBL) is Bangladesh's most innovative and
technologically advanced bank. It stands to give the most innovative and affordable
banking products to Bangladesh. Amongst banks, DBBL is the largest donor in to social
causes in Bangladesh. It stands as one of the largest private donors involved in improving
the country. DBBL is proud to be associated with helping Bangladesh as well as being a
leader in the country's banking sector.
DBBL Overview
Dutch-Bangla Bank started operation is Bangladesh's first joint venture bank. The bank
was an effort by local shareholders spearheaded by M. Sahabuddin Ahmed (founder
chairman) and the Dutch company FMO.
From the onset, the focus of the bank has been financing high-growth manufacturing
industries in Bangladesh. Financing and concentrating on this sector allows Bangladesh
to achieve the desired growth. DBBL's other focus is Corporate Social Responsibility
(CSR). Even though CSR is now a clich, DBBL is the pioneer in this sector and termed
the contribution simply as 'social responsibility'. Due to its investment in this sector,
DBBL has become one of the largest donors and the largest bank donor in Bangladesh.
The bank has won numerous international awards because of its unique approach as a
socially conscious bank.
DBBL overcame all its previous obstacles to establish rapid growth since the year 2000.
The bank grew its reputation through social work rather than profits.

Strategies of DBBL
The strategies are as follows:
To manage and operate the Bank in the most efficient manner to
enhance financial performance and to control cost of fund
To strive for customer satisfaction through quality control and
delivery of timely services
To identify customers' credit and other banking needs and monitor
their perception towards our performance in meeting those
requirements.
To review and update policies, procedures and practices to enhance
the ability to extend better service to customers.
To train and develop all employees and provide them adequate
resources so that customers' need can be reasonably addressed
Focus of DBBL
DBBLs focus is to provide one counter service to the clients covering:
Commercial Banking (Deposit Accounts)
Consumer Banking (Retail Baking)-
a. Traveler Cheques
b. Foreign & Inland Remittances
Financial Services
Corporate Banking
Asset & liability management
Liquidity & capital Resources Management
Information technology
Human Resources

Mission Statement Of DBBL
Mission
Dutch-Bangla Bank engineers enterprise and creativity in business and industry with a
commitment to social responsibility. "Profits alone" do not hold a central focus in the
Bank's operation; because "man does not live by bread 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. DBBL's essence and ethos rest on a
cosmos of creativity and the marvel-magic of a charmed life that abounds with spirit of
life and adventures that contributes towards human development.
Core Objectives
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 upholds and epitomizes its vaunted marques "Your Trusted Partner"

Corporate Social Responsibility (CSR) Programs
Since inception, as a responsible corporate body, Dutch-Bangla Bank Limited has been
playing a pioneering role in implementing various social and philanthropic programs to
help disadvantaged people of the country. Education, healthcare, human resources
development, conservation of nature, creation of social awareness, rehabilitation of
distressed people and such other programs to redress human sufferings are some of the
important areas where the Bank carries out its social and philanthropic activities.
D

PRODUCTS AND SERVICE
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
DBBL-NEXUS ATM & Debit card
Maestro/Cirrus ATM & Debit card
DBBL Credit card
Internet Banking
SMS Banking
On line Banking through all Branches
Banking Products
Banking Products include various deposits like:
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
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
Account Service
DBBL provides all the accounts services as prescribed by the guidelines of Central Bank
(Bangladesh Bank). DBBL offers competitive interest rate and provides premium quality
services for the accounts. Account services are:
Foreign Currency Account
Non-Resident Foreign Currency Deposit Account (NFCD)
Resident Foreign Currency Deposit Account (RFCD)
Convertible and Non-Convertible Taka Account
Foreign Trade
DBBL extends finance to the importers in the form of:
Opening of L/C (Foreign/Local)
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
Pre-Shipment Finance: Pre-Shipment finance in the form of:
I) Opening of Back-to-Back L/C
II) Export Cash Credit
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)

DBBL Internet Banking
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.
Using any of the DBBL ATM pools anywhere in the country, one can perform the
following:
Securities with DBBL Internet Banking
A/c Opening & Accessing Internet Banking
Internet Banking Features
Terms & Conditions of Internet Banking









DBBL Banking System

Automated banking system introduced by
DBBL
Dutch Bangla Bank is noted to be the first and only local bank in Bangladesh to have an
automated banking system. The bank has spent over BDT 2 Billion in automation
upgrades (first bank in Bangladesh to do so). This automation took place in 2003
whereby services of the bank were available uniformly though any branch, ATM and
internet. Banking was a paper based until DBBL, with its wide local network, delivered
banking automation and modern banking services to the masses. This effectively
introduced the 'plastic money' concept into the Bangladeshi society. The entire
automation system was imported and is the most expensive banking related IT project in
Bangladesh.

Figure 7.1: Automated banking process of DBBL.
2003'plastic
money'
concept
2006
Automati
c credit
facilities

2007
SMS
Banking
2011
Mobile
Banking
In 2006, Dutch Bangla Bank ventured into the realm of personal credit by offering
automatic credit facilities to its Debit card (DBBL Nexus) holders. It also continued
expanding its ATM network with the intention of installing more than 400 machines,
even though it is widely believed that the ATM division will not break even and is a
setback to the profit margins.
In 2007 the bank entered a strategic alliance with Citibank NA, where both parties will
provide retail banking services of DBBL for its employees and owners of Citibank
corporate customers in Bangladesh. In the same year DBBL became the first bank in
Bangladesh to offer SMS Banking services.
Electronic Banking Of DBBL
Dutch-Bangla Bank is the first bank in Bangladesh to be fully automated and introduce
Electronic Banking. The automation was completed in 2003, but further additions and
features are continuously being added and upgraded. DBBL has
adopted the same exact automation solution used many
international banking giants. Although this was significantly
more expensive than other solutions, it is a small price to pay for
a client's peace of mind.
A DBBL client now has unrivaled access to banking from any DBBL branch, ATM and
POS. All of these services are free-of-charge and are surprisingly affordable for
everyone.
Even though DBBL has invested more in Electronic Banking more than any other bank,
the division was never intended to be profitable. DBBL undertakes its Corporate Social
Responsibility tasks. .
DBBL also has the largest ATM network in Bangladesh. This gives DBBL clients full
access to 'anytime anywhere' banking nationwide. All international and many local
banks use the DBBL ATM network for their own clients. DBBL has installed over 2000
ATMs nationwide. As with most things, ATM access to all DBBL ATMs is unlimited
and free for all DBBL clients. If a client of a member bank (not DBBL) uses a DBBL
ATM, the member bank may add a transaction charge.
DBBL has the largest IT budget in Bangladesh. DBBL maintains the state-of-the-art
Electronic-Banking Division. The Electronic-Banking Division oversees and maintains
DBBL's investment as well as implementing upcoming projects.
DBBL is the only local bank to have a off-site Data Recovery Site (DRS). DRS ensures
that customer records are safe, backed-up, and up to date in the event of a major
catastrophe at the Electronic-Banking Division headquarters.
DBBL is a primary license holder for both VISA and Mastercard. It is authorized to issue
and accept payments from both organizations. DBBL also works closely with both
organizations to bring one the latest in card technology. DBBL also offer Visa and
Mastercard Debit Cards.

ATM Services

One can find DBBL ATMs beside ones home, in ones office premise, nearby market,
university,college & school premises, Airport, Railway stations etc., throughout the
country. Using any of the DBBL ATM pools anywhere in the country, one can perform
the following:
Account balance enquiry
Cash withdrawal 24 hours a day, 7 days a week, 365 days a year
Cash deposit to a certain number of ATMs any time
Mini statement printing
PIN (Personal Identification Number) change
All the ATMs can accept DBBL-NEXUS ATM / POS card, DBBL-Maestro/Cirrus Debit
card and DBBL Credit card

Now TK. 1000 note is available at DBBL ATMs. There are 3 groups of ATMs for
dispenching 3 combination of notes as under:
Group-1: Tk. 1000 & Tk. 500 notes Only
Group-2: Tk. 500 & Tk. 100 notes Only
Group-3: Tk. 500 notes Only





PRODUCTS NAME CUSTOMER CHARGE

ATM NEXUS Debit card All a/c Holders Yes
ATM Maestro Debit card All a/c Holders Yes
ATM Maestro Debit card All a/c Holders Yes
ATM DBBL Credit card Limited Yes
Internet Banking All a/c Holders Yes
SMS Banking All a/c Holders Yes



NexusPRO is a revolutionary card first and only offered by DBBL in Bangladesh. It is
the most advanced card in the world. Unlike normal cards, NexusPRO features a
processor chip that makes the card the most secure and faster than any card worldwide.
DBBL has worked with both Visa and MasterCard to bring this revolutionary card to the
market.
Visa and MasterCard both realized that the normal card is 40 years old and the amount
of fraudulent transactions were losing customers billions. North America will be having
NexusPRO card compliant by 2016. But now DBBL already the only fully NexusPRO
compliant and certified. DBBL's entire infrastructures (including ATMs) have had a
costly upgrade to enable Nexus PRO to Bangladesh.
How NexusPRO Works
Normal cards use a magnetic strip at the back of the card. The information and security
on that magnetic strip is stationary and does not change. Hence it can be easily
duplicated. But NexusPRO's processor uses its processor to fully digitally lock all the
information. It prevents the information from being copied as the processor 'generates'
security codes rather than store it. It is a form of encryption.
But NexusPRO goes even further. Visualize a series of locks and keys. Every lock has a
corresponding key. Customers account at DBBL has a digital lock, while NexusPRO
card is a digital key to access it. When a fraudlent card tries to access your account,
DBBL knows that the correct digital key is not presented and denies access. Furthermore,
DBBL replaces the account lock every second. But because a genuine NexusPRO card
can generate the correct key using the processor, it can access open the account lock at
that very moment. The next instance DBBL changes the account lock again, and your
NexusPRO card has to generate the key again using its.


DBBL is the market leader in Debit Cards. All DBBL debit cards gives customers
unlimited and free access to all DBBL ATMs and POS nationwide. There is no
transaction or hidden costs associated with DBBL cards and accounts. By default, when
opening a DBBL account, all clients will receive the DBBL Nexus Classic card.
A debit card is more advanced than a credit card. DBBL Debit cards also have more
features than credit cards and are fully recognized by Visa and MasterCard. DBBL Debit
cards are also more secure, convenient and cheaper than any credit card or debit card in
the market. Debit cards can withdraw money from account directly while a credit card
has to issue a 'loan'.
DBBL debit cards come with the client's photo printed on it and requires a secret PIN
verification by the client. A credit card only requires a signature (which can be forged)
and no PIN verification for a transaction. That is why, for day-to-day banking, DBBL
recommends debit cards. Each card comes with a PIN number which must be protected at
all times by the client. The PIN number is used as a password for withdrawing cash at
DBBL ATMs and accessing DBBL banking services.
Overdraft and credit facilities
In addition to normal debit card features, DBBL Nexus Gold and DBBL Nexus Silver
debit cards come with automatic overdraft facilities (credit). This allows the cards to have
a credit amount. Clients can access the credit amount instead of choosing to access the
money in their account. This allows the debit card to perform in the same manner as a
credit card. A small loan is issued when clients exercise this feature.
Charges
Issuance Fee (1st
year)
Annual Fee (2nd year
onwards)

DBBL Nexus Classic

FREE 460 (with VAT)

DBBL Nexus Silver

1000 1000

DBBL Nexus Gold

1500 2000

DBBL Nexus Maestro

575 (with VAT) 575 (with VAT)

DBBL Nexus Visa
Electron

575 (with VAT) 575 (with VAT)

DBBL Nexus Master
Card DEBIT

Local : 575 with VAT
International : USD
$15
Local : 575 with VAT
International : USD
$15

DBBL Virtual Card
Card Fee= NIL
Charge per deposit =Tk.
100 including VAT
Validity : 5 Years
Payment Criteria : Customer can pay fees
which includes membership fee of foreign
professional and scientific institution, fees for
application, registration, admission,
examination (TOEFL, SAT etc) in connection
with admission into foreign educational
institutions.
Usability : Only through Internet
Papers requirement :
Any Photo ID (preferably National ID or
Passport)
Proof of requirement of USD
Overdraft/Credit facilities
Credit limit
DBBL Nexus Silver 50,000
DBBL Nexus Gold 50,001 to 20,00,000

All cards can execute upto 5 rapid consecutive ATM transactions per day. This protects
security and prevents ATM machine abuse.
ATM Cash Withdrawal
Limit per day
POS Cash Withdraw limit per
day
Nexus Classic 50,000 100,000
Nexus Silver 50,000 100,000
Nexus Gold 50,000 100,000
Nexus Maestro 50,000 100,000
Nexus Visa Electron 50,000 100,000
Nexus MasterCard
Debit
50,000 100,000

DBBL offers the most secure credit card in the market. A credit card offers greater
flexibility for international travel in locations which do not accommodate DBBL Debit
Cards. But a credit card is inherently less secure unless it is a Nexus-Pro credit card. The
reason why DBBL entered the credit card market at such a late stage is because it did not
want to compromise the security until DBBL itself implemented Nexus-Pro technologies.
All credit card DBBL issues are Nexus-Pro credit cards Card Offerings
Image Name : Card Type Annual Fee

Visa Gold Local 1500 +VAT
Visa Gold Multi Currency 2500+ VAT

Visa Classic Local 1000 +VAT
Visa Classic Multi Currency 1300+ VAT

MasterCard Gold Local 1500 +VAT
MasterCard Gold Multi Currency 2500+ VAT

MasterCard Classic Local 1000 +VAT
MasterCard Classic Multi Currency 1300+ VAT




DBBL allows customer to do seamless internet banking. This allows one to review the
account, statements, paying bills as well as making some transactions. Because of local
banking regulations, DBBL is not allowed to provide some types of transactions even
though it is fully capable. Internet Banking Features of DBBL are as follows:
Account Summary
The Customer will be able to view the list of Current, Saving, Term Deposit and
Loan accounts with the current balance.
Account Details
The Customer can choose a particular account and see the account details
including unclear fund, limit, interest accrued etc.
Account Activity
The customer can see or print his transaction activity in a given account for a
particular period.
Transfer Funds
The customer can transfer funds from one of his accounts to another of his
accounts within the bank.
Third Party Transfer
The customer can transfer funds from one of his accounts to another customers
account within the bank. Pay Bills The customer can pay his utility bill (like
Electricity, WASA, GAS, Telephone, Mobile, ISP etc.)
Standing Instructions
The customer can setup, modify or delete standing instructions for transferring
fund from one of his account to another account (his account or 3rd party).
Open/Modify Term Deposit
The customer can open a term deposit by transferring funds from one of his
current or savings accounts with the bank. He can also modify the TD and redeem
/ part-redeem it.
Loan Repayments
The customer can make payment of the loan installment from his CASA account.
Statement Request
The customer can make a request for account statement for a required period. The
bank will manually service this request.
Cheque Book Request
The customer can make a request for a Cheque book.
Cheque Status Inquiry
The customer can choose an account and enter the Cheque number for which the
status should be viewed.
Stop Payment Cheque
The customer can mark his Cheque leaf as stop payment.
Interest Rate Inquiry
The customer can query on the interest rates on CASA & Term Deposit Products.
Foreign Exchange Rate Inquiry
The customer can query on the Foreign Exchange (FX) Rates using this function.
Refill Pre-Paid Card
The customer can buy a refill number for his pre-paid mobile phone or ISP link.

At the beginning of the year 2005, DBBL has been exerting much emphasis on INWARD
REMITTANCE. By this time the Bank established extensive drawing arrangement
network with Banks and Exchange Companies located in the important countries of the
world namely in the United Arab Emirates, State of Kuwait, State of Qatar, State of
Bahrain, Italy, Canada and United States of America.

In the meantime, Dutch-Bangla Bank Limited gained the faith of the Bangladeshi Wage
Earners in sending their hard-earned money to their respective beneficiaries in
Bangladesh in shortest possible time. Expatriates Bangladeshi Wage Earners residing in
those countries can now easily remit their hard-earned money to Bangladesh with
confidence, safety and speed.





Mobile Banking is a Banking process without bank branch which provides financial
services to unbanked communities efficiently and at affordable cost. 2011 was a historic
year for the banking sector of Bangladesh as DBBL inaugurated Bangladeshi's first
mobile banking. Its a Banking process without bank branch which provides financial
services to unbanked communities efficiently and at affordable cost. Mobile Banking
provides banking and financial services, such as cash-in, cash out, merchant payment,
utility payment, salary disbursement, foreign remittance, government allowance
disbursement, ATM money withdrawal through mobile technology devices, i.e. Mobile
Phone.
DBBL Mobile Banking Model
Dutch-Bangla Bank Limited (DBBL), a technology savvy commercial bank in
Bangladesh, started Mobile Banking on 31 March, 2011. DBBL has followed a unique
model for deployment of the Mobile Banking in Bangladesh. DBBL model has the
following characteristics:
Bank-led model: DBBL Mobile Banking is a Bank-led model to fulfill
the basic banking needs utilizing mobile
phones in Bangladesh where only 24% of
the adult population has bank accounts,
but 60% are using mobile phones. This is
contrary to the Mobile Banking in
developed countries where almost 100% of the adult people have bank
account, and as such there is no need for discharging basic banking activities using
mobile phones, rather there is a requirement for the banks to discharge
conventional banking services over the existing bank accounts more conveniently
using mobile phones.
Vision: The vision of the DBBL Mobile Banking is to promote Banking to
the unbanked (unlike other models in developing countries which promote P2P or
Send Money), and to develop savings habit among the unbanked. Accordingly
DBBL Mobile Banking started with and providing highest importance to the
registration with proper KYC, Cash-in and Cash-out activities. Other activities like
P2P, disbursement of foreign remittance, salary/wages, governments/other
allowances, air-time top-up, buying goods and services etc are considered as the
by-product of the basic banking services.
An account, not a wallet: DBBL Mobile Banking considers the deposit of
the customer as balance in his mobile account like balance in the savings or
current accounts, not as electronic money or wallet.
Four Parties involved: DBBL Mobile Banking has involved four parties
Bank, Mobile Network Operators (MNO), Agents and Customers with a
commission model to suit each of the parties. The commission charged to the
customers is acceptable to them (customers), and at the same time it is
motivational for the Bank, MNO and agents to run their respective business.
Highest priority is given to the benefits of customers and agents.
Four Cash movement tiers: Customers can cash-in/cash-out at agents,
agents at super agents and the super agents at bank branches. Thus all the cash is
ultimately deposited at a bank branch. To make the transactions convenient,
provision has been kept for the customers and agents to perform the transaction
directly at bank branches/ATMs.
Four Geographical tiers: To have better and close supervision on the
customers, agents and super agents, develop the mobile banking market, quick and
localized data entry during customer registration, and the dispute management, the
country has been divided into four tiers territory, upozila, district and division.
Meantime small offices have been setup in the two middle tiers and at least 3
officers have been recruited for each of the offices from the respective localities.
One can dial DBBL Call Center 16216 from any Mobile or Land Phone (24-hours)
for customer services. To provide better customer services DBBL has 14549
mobile banking agent around the country.


Mobile Banking - Agents of DBBL
DBBL Mobile Banking Agents amount
Dhaka Division 5724
Chittagong Division 2480
Sylhet Division 891
Barisal Division 855
Rangpur Division 1594
Khulna Division 1417
Rajshahi Division 1588
Total 14549




Awards:


Figure7.2: Awards received for launching best mobile banking services



National Digital Innovation
Award
The Asian Banker's Award
Mobile Money Transfer Award
E-Asia Driving Economy Award
The Computerworld (USA)
Laureate-2012

Chapter 8
Survey Analysis for
Measuring Customer
Satisfaction




Measuring the customer satisfaction
Customer is the king of all business. Basically in service sector like bank ,customer is the
heart . Their long term wealth maximization goal and short term profit maximization goal
fully depend on highly customer satisfaction.
Various ways are followed for measuring customer satisfaction. As the instruction of our
course teacher, we have followed survey system to measure customer satisfaction on
private commercial banking sector focusing the technological services which smooth
good service process worldwide. To measure the customer satisfaction achieved by the
private commercial banking sector in Bangladesh, we selected three renowned bank
representing the sector. We consider the following steps as the standard survey requires.

Step 1: Deciding Objectives
Evaluating customer satisfaction on technological services, recently highly popular in
Bangladesh, of private commercial banking sector is the major objective of our survey.
We judged the acceptability of the provided technological services to the focused
customers. We have tried to judge the switching process of customers from the traditional
banking to E- banking.

Step 2 :Determining the respondents
Due to inaccessibility of vast population of private commercial banking sector, we used
the random sampling method. We chose randomly three banks named DBBL, BRAC
Bank Ltd, One Bank Ltd among the private commercial banks. We randomly picked 60
customers, 20 from each bank. Most of the customers belong to Y- generation of Dhaka
city. We adjusted the recipient list to assure avoidance of accidentally surveying the same
customers repeatedly.

Step 3: Develop the Survey
As our course instructor provided the questionnaire, we need not concern about
developing the survey. There are 23 questions under three broad categories- ATM
services, Internet Banking and Mobile Banking.

Step 4: Administering the Survey
We conducted the survey on the customers of those banks by visiting ATM booth,
personally visiting branches of banks and with acquainted customers of the banks. We
communicated with customers belongs to different professions like students, teachers,
service holders, housewives etc. At first we were not satisfied with the initial response
rate, but we didn't give up. As passage of time we got the expected response rate.






Step 5:
Analyze the Results
Survey results of DBBL on efficiency of E-banking services

ATM services
Strongly
Agree

Agree

Neutral

Disagree

Strongly disagree

Is there sufficient numbers of ATM Booths?

65% 25% 10%
All Banking need Menu options are
included in the machine?

70% 15% 15%
Does the ATM give a written guarantee
that the transaction has been done
successfully?

35% 30% 20% 15%
Is the ATM personalized i.e. greets by your
name?

25% 20% 20% 20% 15%
Does it have a user friendly system to make
the transaction easier?

25% 50% 10% 15%
Does it provide services in different
languages?

20% 30% 10% 20% 20%
Does it provide voice direction to the new
users?

10% 35% 5% 30% 20%
Are the ATM Booths conveniently located?

55% 35% 10%
Are the ATM Booths secured?

10% 45% 35% 10%
Is there any special type of service for
disabled?

10% 30% 20% 40%



Internet banking
Strongly Agree

Agree

Neutral Disagree Strongly disagree
Is the bank efficient in processing all the
transactions?(dont keep customers waiting)
10% 60% 15% 15%
Does the bank perform all transactions
immediately?
30% 30% 40%
Does the bank perform all transactions
accurately?

20% 60% 20%
Does the bank provide any accurate
records?

25% 50% 20% 5%
Is the bank able to satisfy customers
complaining?

36% 45% 20%
Does the bank Provide customer feedback
services?

30% 35% 25% 10%

Mobile banking
Strongly Agree

Agree

Neutral Disagree Strongly disagree
Does the bank provide mobile banking
services to the customers?

45% 45% 10%
Does the bank connect the customer
immediately to the services?

10% 55% 25% 10%
Does the bank provide accurate records?

10% 65% 15% 10%
Does the bank provide a customer
friendly environment whilst waiting in
the queue to be serves such as music?

20% 40% 35% 5%
Provide a customer friendly environment
whilst waiting in the queue to be serves
such as advertising about other services
the bank provides?

35% 40% 15% 10%
Overall How are you satisfied with the
Service?
80% 20%


Survey results of BRAC Bank on efficiency of E- banking
services
ATM services
Strongly
Agree

Agree

Neutral

Disagree

Strongly disagree

Is there sufficient numbers of ATM Booths?

40% 15% 35% 10%
All Banking need Menu options are
included in the machine?

35% 55% 10%
Does the ATM give a written guarantee
that the transaction has been done
successfully?

20% 65% 15%
Is the ATM personalized i.e. greets by your
name?

30% 65% 5%
Does it have a user friendly system to make
the transaction easier?

15% 65% 20%
Does it provide services in different
languages?

55% 30% 15%
Does it provide voice direction to the new
users?

15% 50% 35%
Are the ATM Booths conveniently located?

45% 10% 35% 10%
Are the ATM Booths secured?

10% 50% 30% 10%
Is there any special type of service for
disabled?




40% 20% 40%





Internet banking
Strongly
Agree

Agree

Neutral Disagree Strongly disagree
Are the banks Internet services open for 24
Hours?

15% 70% 15%
Is the bank efficient in processing all the
transactions?(dont keep customers waiting)
35% 40% 25%
Strongly
Agree

Agree

Neutral Disagree Strongly disagree
Does the bank perform all transactions
immediately?
40% 30% 30%
Does the bank perform all transactions
accurately?

10% 80% 10%
Does the bank provide any accurate records?

90% 10%
Is the bank able to satisfy customers
complaining?

10% 20% 60% 10%
Does the bank Provide customer feedback
services?

10% 25% 55% 10%

Mobile banking
Strongly Agree

Agree

Neutral Disagree Strongly disagree
Does the bank provide mobile banking
services to the customers?

40%

35% 10% 5%
Does the bank connect the customer
immediately to the services?

40% 35% 15% 10%
Does the bank provide accurate records?

25% 60% 15%
Does the bank provide a customer
friendly environment whilst waiting in
the queue to be serves such as music?

50% 35% 15%
Provide a customer friendly environment
whilst waiting in the queue to be serves
such as advertising about other services
30% 40% 20% 10%
the bank provides?

Overall How are you satisfied with the
Service?
10% 75% 15%




Survey results of ONE Bank on efficiency of E- banking
services
ATM services
Strongly
Agree

Agree

Neutral

Disagree

Strongly disagree

Is there sufficient numbers of ATM Booths?

10% 50% 40%
All Banking need Menu options are
included in the machine?

15% 50% 25% 10%
Does the ATM give a written guarantee
that the transaction has been done
successfully?

85% 15%
Is the ATM personalized i.e. greets by your
name?

80% 10% 10%
Does it have a user friendly system to make
the transaction easier?

25% 50% 25%
Does it provide services in different
languages?

40% 20% 30% 10%
Does it provide voice direction to the new
users?

20% 15% 50% 15%
Are the ATM Booths conveniently located?

40% 60%
Are the ATM Booths secured?

30 45% 25%
Is there any special type of service for
disabled?

15% 45% 40%




Internet banking
Strongly Agree

Agree

Neutral Disagree Strongly disagree
Are the banks Internet services open for
24 Hours?

25% 60% 5% 10%
Is the bank efficient in processing all the
transactions?(dont keep customers waiting)
20% 40% 40%
Strongly Agree

Agree

Neutral Disagree Strongly disagree
Does the bank perform all transactions
immediately?
20% 40% 15% 25%
Does the bank perform all transactions
accurately?

15% 85%
Does the bank provide any accurate
records?

10% 90%
Is the bank able to satisfy customers
complaining?

5% 55% 40%
Does the bank Provide customer feedback
services?

15% 55% 20% 10%








Graphical Presentation of Survey



Figure 8.1: Number of ATM booths

Customer Responsiveness on ATM
To know the customer responsiveness on ATM Service of BRAC, Dutch Bangla & One
Bank we took a sample of 20 people of each bank. To know the average satisfaction &
dissatisfaction we use the statistical measurement Mean of the percentage.

2158
300
NO. of ATM booths
DBBL
BRAC
ONE




Customer Responsiveness on ATM service of DBBL Bank



Figure 8.2: Customer Responsiveness on ATM service of DBBL Bank

To know the customer responsiveness on ATM Service of Dutch Bangla Bank ltd we
took a sample of 20 people. This survey shows that about 14.5% is strongly satisfied,
35% is satisfied, 14.5% neutral, 16.5% dissatisfied and strongly dissatisfied is 9.5%.
This analysis concludes that most of the customers are satisfied on their ATM Services.
24.5
35
14.5
16.5
9.5
ATM Services(%)
Highly Satisfied
Satisfied
Neutral
Dissatisfied
Highly dissatisfied



Customer Responsiveness on ATM service of BRAC BANK



Figure 8.3: Customer Responsiveness on ATM service of BRAC BANK

To know the customer responsiveness on ATM Service of BRAC Bank we took a
sample of 20 people. This survey shows that about 11% is strongly satisfied, 45.5% is
satisfied, 22.5% neutral, 15% dissatisfied and strongly dissatisfied is 6%. This analysis
concludes that most of the customers are satisfied on their ATM Services.

11
45.5
22.5
15
6
ATM Services(%)
Highly Satisfied
Satisfied
Neutral
Dissatisfied
Highly dissatisfied



Responsiveness on ATM service of ONE Bank



Figure8.4: Customer responsiveness on ATM service of ONE Bank

This survey shows that only 1.5% is strongly satisfied, about 30% is satisfied, 23.5%
neutral, 28.5% dissatisfied and strongly dissatisfied is 16.5%. This analysis concludes
that most of the customers are dissatisfied on their ATM Services.


1.5
30
23.5
28.5
16.5
ATM Services(%)
HighlySatisfied
Satisfied
Neutral
Dissatisfied
Highly Dissatisfied



Customer Responsiveness on INTERNET service of DBBL



Figure8.5: Customer Responsiveness on INTERNET service of DBBL

From the above graph we can see that in case of service duration the percentage of highly
satisfied and satisfied customers is equal and that is 30%. Here in accuracy of
transactions and records their sufficiency level is almost equal. In terms of efficient
transactions the customers are neither satisfied nor dissatisfied. But the customers are
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
15
10
20
15
40
5
20
25
20
60
30
20
20
45
35
30
10
30
60 50
35
30 30
20
25
Highly satisfied
Satisfied
Neutral
Dissatisfied
Highly dissatisfied
fade up on their immediate transactions service. In case of customer satisfaction on
complaining and feedback is neutral.

Customer Responsiveness on INTERNET service of BRAC Bank



Figure 8.6: Customer Responsiveness on INTERNET service of BRAC Bank

From the above graph we can see that in case of service duration the percentage of
satisfied customers is high and that is 70%. Here in accuracy of transactions and records
their sufficiency level is almost equal. In terms of efficient transactions and immediate
transactions customers opinion is almost same. But the customers are fade up on the
banks responding on complaining and feedback.
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
10 10
25
30
60
55
15
40 30
10 10
20
25
70
35
40
80
90
10 10
15
10
Highly satisfied
Satisfied
Neutral
Dissatisfied
Highly dissatisfied


Customer Responsiveness on INTERNET service of ONE BANK



Figure 8.7: Customer Responsiveness on INTERNET service of ONE BANK

From the above graph we can see that in case of service duration 60% is satisfied. Here in
accuracy of transactions and records their sufficiency level is very high about 85% &
90% respectively where as in case of immediate and accurate transactions they have
lower sufficiency. About 55% customers in terms of satisfying complain and feedbacks
are neither satisfied nor dissatisfied.

10
40
25
40 20
5
40
15
55
55
60
20
40
85
90
5
15
25
20
15
10
0
20
40
60
80
100
120
Highly satisfied
Stisfied
Neutral
Dissatisfied
Highly dissatisfied

Customer Responsiveness on MOBILE Banking(MB) Service of
BRAC Bank



Figure 8.8: Customer Responsiveness on MOBILE Banking(MB) Service of BRAC
Bank

This graph shows the bank provides mobile service and the percentage is
75%(35%+40%). 40% customers are satisfied on their immediate service. About their
0%
20%
40%
60%
80%
100%
10
15
10
5
15
15
35
20
10
35 60
50
40
35
40
25
30
40
Highly satisfied
Satisfied
Neutral
Dissatisfied
Highly dissatisfied
accuracy of records 60% customers is neither satisfied nor dissatisfied. Customers
opinion is neutral about their additional services such as music and advertising.
Customer Responsiveness on MOBILE Banking(MB) service of
DBBL



Figure 8.9: Customer Responsiveness on MOBILE Banking(MB) service of DBBL
This graph shows that the bank provides mobile service and the percentage is very high
90%(45%+45%). 55% customers are satisfied on their immediate service. About their
accuracy of records 65% customers is satisfied. Customers opinion is neutral about their
additional services such as music and advertising.


0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
5
3
10 10
35
15
10
25
15
40
40
45
55
65
20
35
45
10 10
Highly satisfied
Satisfied
Neutral
Dissatisfied
Highly dissatisfied


Comparison among the Banks on ATM Services


Figure 8.10: Comparison Among the Banks on ATM Services

On the basis of our survey we found that the BRAC Bank is more efficient than the two
other banks(DBBL & ONE) on providing ATM service. Here we see that satisfaction
level of BRAC bank (56%) is higher than DBBL (39.5%) & ONE bank(31.5%). On the
0%
20%
40%
60%
80%
100%
satisfied Dissatisfied
56
21
39.5
26
31.5
45
One
DBBL
BRAC
other hand the dissatisfaction level is high in ONE bank(45%) while the percentage of
DBBL is (26%) & BRAC bank is (21%).

Comparison among the Banks on Internet Services



Figure 8.11: Comparison Among the Banks on Internet Services

On the basis of our survey we found that the BRAC Bank is more efficient than the two
other banks(DBBL & ONE) on providing internet service. Here we see that satisfaction
level of BRAC bank (51.4%) is higher than DBBL (45%) & ONE bank(40%). On the
other hand the dissatisfaction level is high in ONE bank(30%) while the percentage of
DBBL is (22.4%) & BRAC bank is (27.2%).
0%
20%
40%
60%
80%
100%
Satisfied
Dissatisfied
40
30
45
22.14
51.4
27.2
P
e
r
c
e
n
t
a
g
e

BRAC
DBBL
ONE



Comparison among the Banks on Mobile Banking



Figure 8.12: Comparison Among the Banks on Mobile Banking

On the basis of our survey we found that the DBBL Bank is more efficient than BRAC
bank providing mobile banking service. Here we see that satisfaction level of DBBL bank
(57%) is higher than BRAC bank (36%) . On the other hand the dissatisfaction level is
high in BRAC bank(25%) while the percentage of BRAC bank is (17%) .
0
20
40
60
80
100
Satisfied
Dissatified
36
25
57
17
DBBL
BRAC



Comparison of Overall Satisfaction on These Banks



Figure 8.13: Comparison of Overall Satisfaction on These Banks

On the basis of our survey we found that the BRAC Bank is more efficient than the two
other banks(DBBL & ONE) on providing overall services. Here we see that satisfaction
level of BRAC bank (85%) is higher than DBBL (80%) & ONE bank(50%). On the
0%
20%
40%
60%
80%
100%
Satisfaction
Dissatisfaction
85
15
80
20
36
64
ONE
DBBL
BRAC
other hand the dissatisfaction level is high in ONE bank(64%) while the percentage of
DBBL is (20%) & BRAC bank is (15%).



Occupation of the Respondents
Out of 60 respondents 28.4% are Service Holders and 8.3% are Business Person. The
highest numbers of respondents (46.7 %) are Student. 11.6% and 5% percent are
respectively Teachers and Others.



Figure 8.14: Occupation of the respondents
8.3
28.4
46.7
11.6
5
0
5
10
15
20
25
30
35
40
45
50
Business person Service holder Student Teacher Others
Percentage
Business person
Service holder
Student
Teacher
Others




Step 6:
Communicate the result
Theory of the Gaps Model: According to the Parasuramans gap model, perceived
service quality can be defined as the difference between consumers' expectation and
perceptions which eventually depends on the size and the direction of the four gaps
concerning the delivery of service quality on the companys side. Thus: Customer Side
Gap = f (Gap1, Gap2, Gap3, Gap 4) of the Service Provider Side Gap (derived based on
the basic economic principle i.e. Demand = Supply).






GAP5

CONSUMER
.................................................................................................................................
PROVI DER
GAP4
GAP1
GAP3

Word of Mouth
Communication
Past
Experience
External
Communications to
Customers
Personal Needs
Expected Service
Perceived Service

Service Delivery
(including pre & past
contacts)

Translation of
Perception into
Service Quality Specs

GAP2


Figure 8.15: Theory of the Gaps Model

The magnitude and direction of each gap will affect the service quality
Parasuraman et al., 1985s Service Quality Gap Model appeared in the Journal of
Marketing (Bitner et al., 2010) as follows:
Gap 5 = Customer Gap: It means the difference between customer expectations
and perceptions
Gap 1 = The Listening Gap: It means not knowing what customers expect.
Gap 2 = The Design and Standards Gap: It means not having the right service
design and standards.
Gap 3 = The Service Performance Gap: It means not delivering up to service
standards.
Gap 4 = The Communication Gap: It means performance not matching to
promises.


We believe that it might be of vital importance to find and fill the service gap for the
assessment of service quality criteria and satisfaction. These evaluations ought to be
based on customer perceptions. This idea took us to rethink and redesign the e-service
quality model having a research literature base. For this purpose the following Gaps are
introduced especially for service marketing.


i. Service Information Gap
Management Perceptions
of Consumer Expectation
According to the model customer resistance to internet banking is because of customer
dissatisfaction with the information and guidance (Service information gap) offered by
the service provider and not because of his disdain for innovation. From our survey, we
saw that the Bangladeshi people have not the efficient knowledge about the online
banking because banks cannot provide sufficient information about their E-banking
services.

ii. Service Standards Gap
An Internet portal is an entry point to various information services that provides linkages
to different web sites. Attracting large volumes of customers needs a consistent delivery
of high level service quality. The service quality of internet portals, should be
differentiated into business and general and should be measured by different instruments
as they are used for different purposes. We saw that private commercial banks in
Bangladesh are using only 14 bit encryption for the ATM Service where as America
&Europe are using the 120 bit encryption. moreover the web pages of private commercial
banks are not rich. They don't provide standardized web services.


iii. Service Performance Gap
The perceived service performance is one indicator of the service quality, building up
customer satisfaction. In Bangladesh cash is not available in the ATM booths in the busy
seasons such as Eid, Pooja, Christmas etc. Because of the network problem of the mobile
company, customers are not satisfied with the mobile banking performance.


iv. Service Communication Gap
In the service sector communication is the most influential part as customer is the heart of
their services. But in case of banking service in our country though the ATM booths of
DBBL are available others are not enough. Customers expectations are not met up due to
the communication gap. Private banks don't conduct regular survey to assess their
customer expectations about the E-banking services.




Research Model of DBBL





90%


90%
80%

55%



70%
48%


Functionalit
y of E-
banking
Access

Convenience
Security
Content
Customer
satisfaction
Speed
Figure 8.16: Research Model OF DBBL

From our survey, we found that a bank's satisfaction depends on the above elements. In
case of DBBL the research model shows that overall customer satisfaction is 80% which
is very high but they don't have any highly satisfied customer. Customers are not loyal.
So they don't get enough benefit from the word of mouth advertising.
Research Model of BRAC Bank





75%


45%
85%

60%



38%
90%


Functionalit
y of E-
banking
Access

Convenience
Security
Content
Customer
satisfaction
Speed
Figure 8.17: Research Model Of BRAC Bank

In case of BRAC Bank the research model shows that overall customer satisfaction is
75% which is very high, not more than DBBL. But they have some highly satisfied
customer(10%). Few customers are loyal. So they get enough benefit from the word of
mouth advertising.
Research Model of ONE Bank





0%


5%
36%

30%



40%
65%

Functionality
of E-banking
Access

Convenience
Security
Content
Customer
satisfaction
Speed


Figure 8.18: Research Model Of ONE Bank
In case of ONE Bank the research model shows that overall customer satisfaction is 36%
which is very poor. They have to go a long way to achieve enough customer satisfaction.
Their customers are not loyal. So they don't get any benefit from the word of mouth
advertising.
Chapter 9
Conclusion





Unavailability of ATM booths in convenient locations.
Due to network problem customers face difficulties in transecting through
E-banking services.
Unavailability of cash in the booths.
Inadequacy of proper knowledge about E-banking of bank management.
E-banking softwares are not up to the international standard.
Their hidden charges are very high.
Customers complaining feedbacks are very poor.
E-banking process is not user friendly.
Banks dont have their strategic plans.
In case of E-banking the amount of transaction is limited.











Some recommendations are given below:
E-banking services should try to mobilize more deposit schemes through better
marketing and incentive measures.
E-banking system should be more flexible.
E-banking should develop their communication among branches.
ATM booths should be increased.
Banks should provide low service fees for transacting electronically to enlarge the
market of E-banking.
The decision making process should be faster.
E- banking software should be improved
Banks can conduct some seminars about E-banking services.
Banks should improvised their web page appearances.
A customer suggestions box should be introduced in E-banking system
Network problem must be solved.
Password renewal procedure must be convenient.








In this modern world technology plays a vital role in every sector. Every sector is
adopting modern technology. Banking sector is one of them. They introduce E-banking
services which is the digitization of the traditional banking system. Bangladesh has a
mature industry. But they are still in the initial stage of these technologies based services.
Some pioneer banks has adopted these techniques few years ago, but they cannot match
the E-banking services with the global standard level. As a result customers are not fully
used to it. Young people prefer these services rather than senior citizens as they prefer
traditional methods. Now it is high time we should impoverish our E-banking services.
By doing so our banking sector can go a long way which is very important for our
economy as the banking sector is the blood circulation of the economy.













Appendix A

Bibliography

www.bracbank.com
www.onebank.com
www.dbbl. com
"DBBL branches to reach 79, ATMs 850 by yr-end". Financial Express. Retrieved
2009-09-02.
Dutch Bangla Bank (DBBL) introduced Fast Track amazing The
HungryCoder's Blog
DBBL Introduced Internet Payments in Bangladesh The HungryCoder's Blog
"Dutch Bangla Bank official site".
DutchBanglaBank.com, Official Website of Dutch Bangla Bank
http://www.onebankbd.com
The ONE Bank Limited review Official Website








Appendix B
QUESTIONNAIRE






Course code:F-207
Course name: Applied Statistics
BBA 17
th
Batch, Section A

GROUP LIST
SL Name ID Remarks
1 Sifat sadia 17-003
2 Barna Paul 17-047
3 Maghla Hossain 17-061
4 Saima Sultana 17-069
5 Nawsina Arif 17-085




Department of Finance
University of Dhaka