A STUDY ON THE CUSTOMERS EXPECTION OF DUTCH BANGLA BANKI LTD’S ONLINE BANKING SERVICES

Abstract

With recent move by the Bangladesh Govt. to establish e-commerce and m-commerce gateways, full service online banking is becoming a reality. The internship project will take into account of the existing limited online banking facilities provided by the Bangladeshi banking organizations. The aim of this project is to find out the service expectations of present online banking clients of DBBL. The findings will then help to develop a new cohesive online banking service package for DBBL. The project will start by investigating the limitations of present online banking services, the specific needs and service requirements of the existing DBBL clients regarding online banking and finally developing a new cohesive online banking package for DBBL (as a part of the new product development). In today’s world of a volatile economy, private commercial Banks play a very important role. Like any other country, the economy of Bangladesh is also influenced by the sound functioning and services of the private commercial Banks. In this study, a fervent appeal has been made to demonstrate and analyze the online banking services of Dutch-Bangla Bank Limited (DBBL). DBBL is one of the members of the schedule commercial Banks in the private sector focusing on the establishment and emerging markets in Bangladesh. This paper analyzes the online products & services, online service quality and customers expectation on DBBL’s online services. The Bank is being managed and operated by a group of highly educated and professional team with diversified experience in finance and banking. This is an exploratory report on DBBL’s online banking that leaves the opportunity for further research in this field also. The report has been prepared by collecting information from Practical work exposures form the different division of the bank such as: General banking division, Card division, Credit division, Cash division, Foreign exchange division of the Gulshan Branch. A lot of research was done online too and a survey of 50 people was also conducted. However the main focus was on the online banking. This report contains 10 (ten) chapters. The first chapter of the report describes the introductory words while the second chapter is all about the literature review which has been used in the preparation of this report. Third chapter contains a background research on DBBL. In the forth chapter research questions, hypotheses and conceptual framework has been developed. Chapter five explains the research methodology, data collection and sampling method used for this study. The chapter six describes and interprets the results of the survey conducted. In the chapter seven a new cohesive online banking model for DBBL has been suggested. Chapter eight describes the concluding remarks. Chapter nine contains all the reference that has been used for this research. And finally chapter ten the appendices contain the survey questionnaires that were used for this research.