consumer behavior of dutch bangla bank ltd

Well Come To The Presentation of Consumer

Behavior

Topic: Research and Analysis of Customer

Satisfaction of DBBL Mobile Banking

GROUP NAME ATOMIC

GROUP MEMBERS:

Sheikh Arifin IslamID-11122101226

MD. Tanvir FaisalID-11122101227

Bangladesh is a rapidly growing economic country. Here importance of currency transferring and

transaction system is increasing. For the securing of money transferring and transaction we need a

developed and useful banking system and here the DBBL Mobile Banking comes. DBBL Mobile

Banking is not only the ordinary money transferring system rather than it is a banking system

which is work through the mobile phone.

In our report, we are research and analysis the satisfaction level of DBBL Mobile

Banking’s users. To measure the consumer satisfaction of DBBL Mobile Banking, we have

collected necessary information through the Survey by questionnaire and others secondary

sources.

In this report you will be found, the objective of this report, company profile, mission,

vision, goal and managements. Beside this there is also analysis of customer satisfaction based on

survey, major findings of the analysis and some necessary recommendations.

Executive Summary

DBBL has mainly two objectives in mobile banking system. These are:

General Objectives:

The general objective of this report is to research and analyses side by side

learn about the consumer satisfaction of DBBL Mobile Banking.

Specific Objectives:

The specific objective of this study is to learn about the formal report

writing and to know about the product, recommendation to measure

customer satisfaction.

Objectives of the Report

Types of research design:

It is a descriptive types of research and the analysis is showed in graphical

view.

Sources of data:

Primary data are collected through survey.

Secondary data are collected from websites, blogs, magazines etc.

Sampling plan:

Population: Here, people of mirpur-1 area are considered.

Sample elements: Single ones are the elements here.

Methodology

Sampling frame: due to secrecy, the organization didn’t provide anything.

Procedure: non-probability convenience sampling procedure was used.

Sample size: The sample size was 30.

Limitations:

It was a huge experience to complete the assignment. But during the mean time,

we have to face some limitations such as.

Lack of data related to DBBL mobile banking.

Huge time kills in survey.

Analysis was tough and time consuming.

Costing was a little bit of pressure for us.

Methodology {continue…}

Name DBBL Mobile Bank

Parent Company Dutch Bangla Bank Limited.

Type Public company

Traded as DSE: Dutch Bangla

Industry Banking

Founded Dhaka, Bangladesh (1995)

Headquarters Motijhil, Dhaka

Products Banking service, ATM, Consumer, Corporate, Invest Banking and Mobile Banking.

Slogan Your Trusted Partner

Company Profile

“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 Vision

• To employ funds for profitable purposes in various fields with special

emphasis on small scale industries.

• To search for newer avenues for investment and develop new products to suit

such needs.

• To establish linkage with other institutions which are engaged in financing

micro enterprises.

• To cooperate and collaborate with institutions entrusted with the

responsibility of promoting.

DBBL’s Goals

To establish relationship banking and improve service quality throughdevelopment of Strategic Marketing Plans.

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

To introduce fully automated systems through integration of informationtechnology.

To ensure an adequate rate of return on investment

To keep risk position at an acceptable range (including any off balance sheetrisk)

DBBL’s Objective

Management

We have used survey techniques to identify the customersatisfaction of DBBL Mobile Banking service.

Analysis of the Survey

1. Do you familiar with DBBL Mobile Banking?

72%

28%

Feedback

Yes

No

Analysis:

According to this question of survey we have found that around 72% people are familiar with DBBL Mobile Banking.

2. Do you think DBBL Mobile Banking available around you?

0%

13% 7%

37%

43%

Feedback Result

Strongly Disagree

Disagree

Natural

Agree

Strongly agree

Analysis:According this question we have found that 80% people are found DBBLMobile banking service nearby of them.


3. Do you think DBBL Mobile Banking is easy and fast to use?

7% 3%

17%

36%

37%

Feedback Result

Strongly

DisagreeDisagree

Natural

Agree

Strongly agree

Analysis:According this question we have found that 73% people are thought thatDBBL Mobile banking service easy to use and fast service.


4. Do you think using DBBL Mobile Banking is financially secure?

7% 3%

20%

43%

27%

Feedback ResultStrongly

DisagreeDisagree

Natural

Agree

Strongly agree

Analysis:According this question we have found that 70% people are thought that DBBLMobile banking service is financially secure. You have to carry only the mobile notneed to keep large amount of cash.


5. The opening of DBBL Mobile Banking is easy than any other mobilebanking service?

3% 7%

13%

44%

33%


DisagreeDisagree

Natural

Agree

Strongly agree

Analysis:According this question we have found that 77% people are thought that DBBLMobile banking service opening is easier than others mobile money transferringorganization.


6. DBBL Mobile Banking secures your money in transfer and transaction?

0% 3% 3%

60%

34%


DisagreeDisagree

Natural

Agree

Strongly

agree

Analysis:According this question we have found that 94% people are thought that DBBLMobile banking service is securely transfer and transaction the money of theaccount holder.


7. DBBL Mobile Banking is the suitable for everyone to use?

3%17%

13%

37%

30%

Feedback Result Strongly

DisagreeDisagree

Natural

Agree

Strongly

agree

Analysis:According this question we have found that 67% people are thought thatDBBL Mobile banking service is suitable to use for everyone.


8. DBBL Mobile Banking is charged less money than any other mobile banking service?

0%

17%

26%30%

27%


DisagreeDisagree

Natural

Agree

Strongly agree

Analysis:According this question we have found that 57% people are thought that DBBLMobile banking service is charging less money than the other mobile bankingorganization or mobile money transfer organization.


9. DBBL Mobile Banking’s balance recharge service is useful to you?

0% 10%

17%

43%

30%


DisagreeDisagree

Natural

Agree

Strongly agree

Analysis:According this question we have found that 73% people are thought thatDBBL Mobile banking balance recharged service is useful.


10. DBBL Mobile Banking is more secure than using ATM Card?

0%

17%

23%

37%

23%


DisagreeDisagree

Natural

Agree

Strongly agree

Analysis:According this question we have found that 60% people are thoughtthat DBBL Mobile banking service is more secure than using ATMcards.


11. DBBL Mobile Banking is also use for Shopping and payment of bill?

3% 10%

20%

40%

27%


DisagreeDisagree

Natural

Agree

Strongly agree

Analysis:According this question we have found that 67% people are thought thatDBBL Mobile banking service is good for shopping and payment ofvarious bills.


12. How much satisfied you are to use DBBL Mobile Banking?

15%

9%

21%31%

24%


DisagreeDisagree

Natural

Agree

Strongly agree

Analysis:According this question we have found that 66% people aresatisfied by using DBBL Mobile Banking Service.


Major Findings

From our report analysis, finally we have found some major findings. Thesefindings are given as followings:

DBBL Mobile Banking is rapidly growing though is a new kindbaking system. DBBL Mobile banking is covering most of the area ofBangladesh. So, it is now available to everywhere near your location.

DBBL Mobile banking is much easier than other money transferservice. Only having a normal mobile can ensure the use of DBBL Mobilebanking service.

DBBL keep the money is totally in a digitally internet based securitysystem, there is no chance to be robbed or such other things.

DBBL mobile banking service created on that way those persons whoare able to use a basic mobile phone are eligible to use this service.

DBBL mobile bank provides anywhere anytime balance rechargeservice to the people for communication.

Recommendations

From the survey analysis, we have found some minor problems that we liketo recommend for both the DBBL Mobile bank & it’s users.

As we said, that we have analysis the survey we found that DBBLMobile Banking users are demanding less money charged from the DBBL. Sowe recommend that DBBL Mobile Bank authority should reduce there pertransaction charge. It surly provide them more satisfied customer and moresatisfied customer bring more profit.

We also have found that, some person think that DBBL is not suitablefor everyone, though they are covering most of the areas of Bangladesh aswell as the outside of country.

But in practical view we observe that DBBL provide agent for whoare not capable to use mobile. So we recommended that DBBL Mobilebanking authority should start a proper promotional activity to clear how touse of DBBL mobile banking.

Conclusion

Surely DBBL Mobile Banking is a new edge of banking system inBangladesh. Like him there are more bank are started this new kind ofbanking system.

So it is important for DBBL that to ensure the customer satisfaction to keepthem in DBBL’s track. As our suggested humble recommendation can helpto ensure the gradually increasing of satisfactory level of DBBL MobileBank users.

Finally, based on our survey we can say that DBBL Mobile Banking is goingto be the major brand leader of mobile banking in our country.

consumer behavior of dutch bangla bank ltd

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