CHAPTER-01

INTRODUCTION AND OBJECTIVE OF THE REPORT

Introduction of the Report

1.1) Origin of the report:
BBA internship program is a four-credit compulsory course for the business students graduating from Stamford University Bangladesh. The internship program of Stamford University Bangladesh is the reflection of all the theoretical knowledge a student gained during last four years. Being a student of BBA (major in Accounting), I had the opportunity to work in Dutch-Bangla Bank Limited, Dhanmondi Branch. The work on this report was carried out as an Internship program at Dutch-Bangla Bank Limited, Dhanmondi Branch from February 01,2009 to April 30,20009.

1.2) Background of the study:

The report is submitted to Ms Farjana Afrin , Asst. Professor, Department of Business Administration, Stamford University Bangladesh as a part of internship program. The report is based on the information, which has been gathered during the internship period. The report titled Internet Banking of Dutch-Bangla Bank Limited.

1.3) Objective of the study:

1.3.1) General objective of the report:
The objective of the report is to familiarize with Dutch-Bangla Bank Limited, its operation and activities, the organizational structure, management style. The report also aims at acquiring first hand knowledge about Internet Banking of Dutch-Bangla Bank Limited as well to suggest ways and means to improve the current practice.

1.3.2) Specific objective of the study:

To know the overall functions of DBBL. To have an understanding on the online processing system associated matters. To Know the Online banking Facilities offered by DBBL. To identify the issues those influence corporate clients in selecting a bank for their businesses. To identify corporate clients perception of Internet based banking facility. To identify the vital commodities those are usually traded. To identify the banks from where trade services are availed. To identify the types of services that the exporters and importers avail from their banks. To identify satisfaction level of corporate clients towards the services they get from their banks.

1.4) Scope of the study:

The scope of the report is to make a critical study regarding the internet banking service in Bangladesh. I had to make heavy preoccupation in my own department. The results of this survey are presented in this report.

1.5) Methodology:
1.5.1: Variables covered: Whenever possible primary data has
been used. Data were also collected by interviewing the responsible officers and from some documents and annual reports of DBBL.

1.5.2: Research design: Research design is a master plan

specifying the methods and procedures for collecting and analyzing the needed information. Due to the research inexperience and lack of knowledge about the research

issue exploratory research has been conducted to define the nature of the problem more specifically.

1.5.3: Research method: Survey is a research technique in which

information is gathered from a sample of people. Survey research method has been used for collecting primary data.

1.5.4: collection:
below:

Sources

and

methods

of

data

The research methods that will be followed in the report are stated

Sources of data:
Data has been collected from both primary and secondary sources. The primary data will be gathered through surveying the corporate clients of DBBL, discussing informally with bank personnel and making observations during the period of internship etc. Some secondary data also have been used to make the report more concrete. These data are collected from different brochures of the bank, newspapers, web site, internship reports used by previous interns of the bank etc.

1.6) Limitations:
A wholehearted effort was applied to conduct the study work and to bring a reliable and fruitful result from which proper strategy can be adopted to strengthen the market condition of DBBL. In spite of best efforts there were limitations that acted as barriers to conduct the study.

Large-scale research was not possible due to constraints and restriction posed by the organization. The research only covers the corporate clients of Dhaka City. To protect the organizational confidentiality some parts of the report are not in depth. It was very difficult to give enough time to concentrate on the report, as the bank authority doesnt allow leaving the office before 5:30pm.

CHAPTER-02 ORGANIZATION

2.1: Introduction: A bank is one, who in the ordinary course of his business
receives money which he repays by honoring cheques of persons from whom or on whose account he receives it. Banks deal mainly with money and credit. They purchase and sell money and credit. Bank is an establishment which makes such advances of money to individual, as may be required with which individuals entrust money when not required by them for use.

2.2: Evaluation of the word Bank: According to the some

writers the word Bank has been derived from the German word BANKE which means a joint stock fund. The 1st version is widely accepted because at one time the banking history, money changing was looked upon as the most widely accepted function of a banker. Banking in the ancient times was largely confined to money changing and money lending.

2.3: Development of Banking Sector in Bangladesh: In

1971 Bangladesh became independent. After liberation Bangladesh bank was automated with the asset and liabilities of former State bank of Pakistan. There were several banks before independence of Bangladesh which was converted as follows:

Present Name of the Bank

Origin Name
The National bank of Pakistan The Premier bank Ltd. The Commerce bank Ltd. The union bank ltd. The standard bank ltd. The eastern mercantile bank ltd. The bank of Vowalpur ltd. The habib bank ltd. The united bank ltd. The Muslim commercial bank. The Australasia bank ltd.

Sonali Bank Agrani Bank Janata Bank Rupali Bank Pubali Bank

Uttara Bank

The eastern banking corporation.

Organizational Profile
2.4: Background of DBBL:
Dutch-Bangla Bank Limited (the Bank) is a scheduled commercial bank. The Bank was established under the Bank Companies Act 1991 and incorporated as a public limited company under the Companies Act 1994 in Bangladesh with the primary objective to carry on all kinds of banking business in Bangladesh. The Bank is listed with Dhaka Stock Exchange Limited and Chittagong Stock Exchange Limited. DBBL- a Bangladesh European private joint venture scheduled commercial bank commenced formal operation from June 3, 1996. The head office of the Bank is located at Senakalyan Bhaban (4th floor),195, Motijheel C/A, Dhaka, Bangladesh. The Bank commenced its banking business with one branch on 4 July 1996.

2.5: History of DBBL:

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". 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. 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.

2.6: Mission, Vision and Core Objectives of DBBL:

2.7: Management Setup:

Name Mr. Md. Yeasin Ali Mr. A. H. M. Nazmul Quadir Mr.K. Shamsi Tabrez Mr. Abul Kashem Md. Shirin Designation Division Managing Director Additional Managing Director Deputy Managing Director (Operation) Deputy Managing Director (Administration) Credit Division Accounts Division Human Resource Division Board Secretariat Card Division Marketing & Development Division Treasury Division (Front Office) Corporate Banking Division Credit Monitoring & Recovery Division Credit Administration Division General Service Division Internal Control & Compliance Division

Mr. Muhammad Shahidul Senior Executive Vice President Islam Mr. Khan Tariqul Islam Senior Executive Vice President Mr. Khan Tariqul Islam Mr. Md. Monirul Alam Mr. Moyen Uddin Ahmed Mr. A. K. M. Shah Alam Mr. A. K. M. Shah Alam Mr. Mahbub Jan Chowdhury Mr. Iqbal Amin Senior Executive Vice President Company Secretary Executive Vice President Executive Vice President Executive Vice President Senior Asst. Vice President Senior Vice President

Mr. Iqbal Amin

Senior Vice President

Mr. Mohammad Abdul Mutalib Senior Vice President Mr. Md. Harun Azad Mr. S.M. Jahangir Akhter Senior Vice President Vice President

Mr. Mir Mominul Huq Mr. Hossain Chowdhury Akhtar

Senior Asst. Vice President Vice President

Retail and Division International Division .

SME

Other Department/Section/Wing:
Name Designation Dept./Section/Wing Senior Executive Vice Chief Anti Money Laundering Mr. Khan Tariqul Islam President Compliance Unit Mr. A.H.M. Zahurul Islam Executive Vice President Training Wing Mr. Md. Shahazada Basunia First Asst. Vice President Public Relations Mr. Hossain Akhtar Vice President MIS Wing Chowdhury

2.8: Service & Products:

Card Products IT Products Retail Banking Products DBBL Life Line DBBL Future Line Other Banking Products

2.8.1: Card Products:

DBBL-NEXUS Classic Card (debit) DBBL-NEXUS Maestro card (debit) DBBL-NEXUS VISA Electron card (debit) DBBL-NEXUS Silver OD card (credit) DBBL-NEXUS Gold OD card (credit)

Charges & Fees for Debit Card: Type of services Classic Silver Gold st Issuance fee(1 Free 1000 1500 year only) Annual Fee(2nd 200 1000 2000 year onward) 500 700 Replacement Fee 200 PIN Change Fee 200 200 200

Maestro 500 500 500 200

Visa Electron 500 500 500 200

2.8.2: IT Products:
Truly Online Banking Wide range of ATM & POS Internet Banking SMS & Alert Banking

2.8.3 Banking Products: Deposit Term Deposit:

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:

Life Line (a complete series of personnel credit facility) details Loan agst. Trust Receipt Transport Loan Real Estate Loan (Res. & Comm.) Loan Agst. Accepted Bill Industrial Term Loan Agricultural Term Loan Lease Finance Other Term Loan

2.9: Corporate (CSR):

Social

Responsibility

Activities of Dutch-Bangla Bank Foundation (DBBF)

The ethos of DBBL for pursuing its activities in social arena has got further momentum with your enthusiasm and support. Dutch-Bangla Bank Foundation (DBBF) is consistently pursuing its objective of being active in those social areas where it is needed most. The Foundation carries out diverse social and philanthropic activities in the field of education, health, conservation of nature, creation of social awareness, rehabilitation of distressed people and such other programs to redress human sufferings. It also promotes different socio-cultural and sports activities. Your Board of Directors in order to discharge its corporate social responsibilities in a greater perspective continued its contribution amounting to 5.00% of Bank's profit after charging loan loss provision to Dutch-Bangla Bank Foundation (DBBF). It is important that citizens of a society enjoy the full benefits that society offers. A society, in turn, flourishes when its citizen can contribute their fullest potential. The wellbeing of individuals is jeopardize when normal developmental processes are interrupted by personal crisis, poverty, unemployment, poor health and inadequate education. DutchBangla Bank Limited (DBBL) is the first Bangladeshi-European joint venture bank in Bangladesh addresses social concerns that threaten the structure of society and redress social conditions that adversely affect the well-being of people and society. DBBL practice thus encompass the professional activities of helping individuals, families, groups, organizations, and communities to enhance or restore their capacity for optimal social functioning and of .creating societal conditions favorable to this goal. DutchBangla Bank Foundation (DBBF) was established on 3rd June, 2001 to perform humanitarian works like rehabilitation of the destitute and neglected portion of the society specially grassroots level poor in right track. Aim and objectives of DBBF are as bellow.

Aim and objectives of DBBF: Dutch-Bangla Bank Foundation has

adopted various programs to make fruitful the aims and objectives: Health Education Information Technology Disaster Donation Recognition for DBBL's CSR

Internet Banking
DBBL Internet Banking
The best way to bank online!

CHAPTER -03

3.0 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. A/c Opening & Accessing Internet Banking. Internet Banking Features Terms & Conditions of Internet Banking. Securities with DBBL Internet Banking Bangladesh Bank Approves Internet Banking. Internet Banking User Manual.

3.1 A/c Opening & Accessing Internet Banking:

3.1.1 How to Open Account with DBBL:
Opening of Savings, Current or FC account is not available on-line. However the account opening forms are available in this website. You need to download the required forms from this website and fill-in the forms, signature card and attach photographs with the account opening form, and sent to us by courier at the following address ( only for nonresident Bangladeshi): The Executive Vice President and Head of IT DBBL Data Center People Insurance Bhaban (18th Floor) 36, Dilkusha C/A, Dhaka-1000 Bangladesh DBBL will open the account with any of the branches of the bank and inform you immediately. Once you have an account with us, you can open FDR on-line through internet banking and enjoy a full range of services through internet, POS terminals and ATM.

3.1.2 How to get Password for Internet Banking:

If you click the Log on to Internet Banking link given in the menu list of this websites you will be asked to enter Login ID and Password. The login screen as under:

Sign In
Welcome to our Internet Banking Service!!! Please enter your login ID and password below... Login ID: Password: Submit Reset

The login ID is your customer ID which you can know from your home branch. However you need to have password from the data center of the bank. Without password you cannot enter into the internet banking system.

If you have an account with the DBBL you are eligible to get password for accessing Internet Banking . To get the password you have to apply for it through your branch. The application form for obtaining the password of Internet Banking is available in the Form menu of this website. You have to fill in the application form and send to your branch for signature verification and onward submission to the data center . The data center will generate a password for you and print a secured Pin Mailer. The Pin Mailer will be sent to you. Once you get the Pin Mailer, open it to get your password. when you will log in the Internet banking for the first time with this password , the system will force you to change it. You have to give a new password of your choice. DBBL recommends that you change your password frequently.

3.1.3 How to operate Internet Banking:

When you will access the Internet banking you will get a screen. The screen contains menu at the left hand site. The My Account menu has 4 sub menus such as Account Summary, Account Details, and Unlearned Funds. These can be used for the following purposes: i) Account Summary: You will be able to view the list of yours Current, Saving, Term Deposits and Retail Loan Accounts held and the Current Balances in each account in the account currency. ii) Account Details: You can chose a particular account (Current , Saving, Term Deposits and Retail Loan Accounts ) and see the account details depending on the type of the account. iii) Account Activity: You can see the transaction activity in the given account for the current period or a specified data range. The Trans funds Menus has 3 Sub-Menus such as Funds Transfer, Third Party Transfer, Bankers Cheque Request. This can be used for the following process: Transfer Funds: You can transfer funds from one of your account to another with the DBBL. Third Party Transfer: This option will be disabled for the customers. Bankers Cheque Request: You can make a request for issuance of a bankers Cheque debiting yours account for any beneficiary . The bank will manually service this request.

The Bill Payment menu has only 1 Sub-Menu such as pay Bills. This can be used for the following purposes:

Pay Bills:
You can make payment of telephone, gas, water, mobile ( Grameen, Aktel, CityCell, Banglalink, and T&T), Internet service Provider and Electricity ( PDB, DESA, DESCO, REB) bill, payments of fess schools and universities. Before you get this service, you have to inform DBBL the names of the Bill Pay companies with your account/ mobile number provided by that company to you . DBBL will link these companies with your internet user ID . Once DBBL link them with your ID you will find them in the Pay Bills screen and can choose any one of them for payment of your Bill/ Fess. Your application form for Internet Banking contains a list of such companies where you have to tick and provide account number or mobile phone number. If you have already Login and want to add additional company as Bill Pay company, please write to branch manager who will verify your signature and forward your application to Data Center .The Data center will link the company with your user ID. The Standing Instruction has 4 sub-menus such as Standing Instruction View, SI Initiate, SI Delete and SI Modify. These can be used for the following purpose: The Standing Instruction can be used to transfer a fixed amount of money from your account to another account (Beneficiary Account) in a pre defined day of every month/quarter year etc. Before you get this service, you have to perform payee Maintenance form the Customer Service menu. In the user reference number type a reference like Payee-1 , then type Payee name, his / her account number with DBBL (any branch) and payment details (narration, which will appear in the account statement ). Then press submits and finally confirms to link a payee with your account. This needs authorization from the Data center before the Payee Account appears in the pick list of the SI initiate screen. For authorization, first maintain the Payee in the Internet Banking system and then send a Letter to your branch manager with a request that you have maintained the payee list in the system and then send a letter to your branch manager with a request that you have maintained the payee list in the system for initiating SI on their account as beneficiary with reasons , who will forward the same to the Data center for authorization, (the signature in the request letter and the signature card should be same ).

DBBL will link this payee account with your Internet User ID . Once DBBL link them with your ID you will find them in all the 4 sub-menus of the Standing Instruction and can choose any one of them for viewing / initiating/ modifying the SL. You can now : Set up a new Standing Instruction from the Internet. Inquire on an existing Standing Instruction. Modify an existing Standing Instruction. Delete an existing Standing Instruction.

You can set up multiple Instructions for each account and define the priority in which they can be executed. The Instructions can be set u for recurring transfer at a pre defined frequency. To initiate SI, first choose source account form the list (if you have more than one account) , then to account ( for your own account) or beneficiary account (for registered accounts) number . Destination Account will appear automatically. Now provide Transfer amount. Transfer Currency will appear automatically. Choose execution frequencyfrom the list (daily/weekly/fortnightly/monthly/quarterly/yearly) And set SI Priority to 1,2,3, etc.(if you have only one SI, put one as Priority, Priority will be taken into consideration if more than one SI has to be executed on the same day, but account balance is less than the total SI amount). The first execution date is one on which day the SI will be executed at every frequency (say first execution date is 04.04.2009 and the frequency is monthly , so SI will executed on 4th day of every month). After the final execution date the SI will not be executed anymore. Against narrative field you can type a narration which will appear on the account statement. The Term Deposit menu has two sub-menu such as Open Deposit and Modify Deposit. These can be used for the following purposes:

Open Deposit:
The customer can open a term deposit (FDR) by transferring funds from one of his current or saving accounts with the bank. He will get TD number online.

Modify Deposit:
The customer can modify the maturity and interest instruction details exciting term deposit account.

3.2: Internet Banking Features:

The following are the Internet Banking Features for DBBLS Retail and Corporate Customers:
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. Change Password: The customer can change his Internet Banking Password using this function.

3.2.1: Extra Customer:

Features

for

Corporate

Letter of Credit: The customer can initiate the LC application through Internet Banking. Bank Guarantee: The customer can initiate the Bank Guarantee through Internet Banking. Limits Query: The customer can view his Loan Limits and Limits Utilization through Internet Banking. * 3rd Party transfer is not allowed as per Bangladesh Bank permission.

3.3 DBBL Condition:

Internet

Banking

Terms

and

(Please read these Terms & Conditions Carefully) These Terms & Conditions Carefully Provide information about the DBBL Internet Banking Service provided to users by DBBL and set out the rights and obligations of the user DBBL, in connection with the use of the DBBL Internet Banking Service. In the event of any conflict between these Terms & Conditions and Rules & Regulations Governing the users account with DBBL, these & Conditions shall prevail. For the purpose of this document , Internet Banking refers to the Internet Banking Services provided DBBL such as balances enquiry, details about transactions in the accounts , state of account, utility bill payment services etc. user, He / She ,and / or His/ Her means DBBL customers using DBBL Internet Banking and DBBL means Dutch Bangla Bank Ltd. a company duly incorporated under the companies Act 1994, having its registered office at Sena Kalayan Bhaban (3rd , 4th , 5th and 10th floor)195 Motijhil C/A , Dhaka-1000,and its assigns in respect of which the service will be available.

1.Application for DBBL Internet Banking:

1.1 These Terms & Conditions from the contact form between the users and DBBL for using Internet Banking. The user shall apply in the prescribed form for use of Internet Banking. DBBL as its sole discretion to accept or reject any such. By applying for Internet Banking for the first time, the users acknowledge and accept these Terms & Conditions. Notwithstanding anything contained herein , all Terms & Conditions All Terms & Conditions pertaining to the accounts shall continue to apply.

1.2

2.

Internet Banking Users Log In Password and Security Procedures:

Access,

2.1 2.2

DBBL will provide the customer with unique customer identification (Customer ID) and a temporary pin (password) in the first time. As a safety measure, the user, as a customer should immediately change password upon his/ her first login. User is requested to change his/her password frequently thereafter as far as possible. The customer acknowledges that the Login ID (customer ID) and the password selected act as users authorization signature. This signature authorizes and validates directions given just as an actual written signature does. User is responsible for maintaining the confidentially of his/her Login ID and password. User should agree that he/she not under any circumstances disclose his/her password to anyone, including anyone claiming to represent the bank or to someone giving assistance on a technical help desk in connection with the service. It should be clearly understood that Bank employees do not need users password for any reason whatsoever. If user forgets the Internet Banking password, he/she has to request for issue of a new password by sending a written request to the Information Technology Division of DBBL. If user gives his/her password to anyone on fails to safeguard its secrecy, he/she dose so at his/her own risk because anyone with user password will have access to his/her account.

2.3

2.4

2.5

2.6

2.7 2.8

If the customers password is lost/ stolen or is known by other individuals, he/she must notify DBBL immediately. The user agrees or acknowledges that DBBL shall in no way held responsible or liable if the user incurs any loss as a result of the information being disclosed by DBBL regarding his/her accounts or carrying the instruction of the user pursuant to the access of the Internet Banking .

3. Service Requirements:

Software

and

Hardware

3.1 User is solely responsible for the maintenance, installations and operation of users computer and for the software used in accessing Internet Banking. 3.2 DBBL shall not be failure of electronic or mechanical equipment or communication links, telephone or other interconnection problems, normal maintenance, unauthorized access, theft, operator errors, severe weather, earth quakes, floods and strikes or other labor problems. 3.3 DBBL will not be held responsible for any computer virus that affects customer computer or the software while using Internet Banking or by accessing Internet Banking through the World Wide Web. (W.W.W).

4. Charges:
4.1 4.2 Charges are subjected to change from time to time at DBBK discretion. DBBL reserves the right to change and recover from the user relevant service charges, as may be fixed time. The user hereby authorizes DBBL to recover such charges from his/her accounts.

5. Unauthorized/ Fraudulent Activities:

5.1 Upon obtaining customer ID and password, User is requested to cheek the list of his/ her accounts with DBBL. If any of the user account is missing, please inform this to DBBL immediately. If a third party account is linked to users ID, please

inform this to DBBL also. Do not access it or do not perform any transaction on that account. Such activity, if done, will be treated as fraudulent activity. 5.2 If users believes unauthorized transaction is being made with his/her account, he/she should change the password immediately and notify the DBBL. 5.3 The user should cheek the statements for all of his/her accounts for any unauthorized transaction transactions. In case of any discrepancy in details of any transaction carried out in respect of the account, in that event User should inform DBBL in writing

6.Online Transactions payment:

and

Utility

Bill

6.1 User shall be responsible for all transfer transactions, opening Term Deposit account and standing Instruction initiated through Internet Banking. 6.2 No third party transaction is allowed expect utility bill payment through DBBL, Internet Banking. 6.3 The Utility bill payment services are only available to customers of DBBL Internet Banking and shall cover all the utility bill payments of the different the utility service provider (Billers). 6.4 The user should accept that he/she will be responsible for putting in the correct account number and transaction amount for the fund transfer request. In such case, DBBL will nit be liable for any erroneous transaction incurred arising out of or relating to the customer entering wrong amount or number. 6.5 Upon the DBBL decision , there will be a transaction amount limit through Internet Banking . Maximum amount of transaction limit can be subjected to change from time to time at DBBLS discretion. 6.6 Any transaction made after working hours or on public/ bank holydays, the transaction value date will be the next working day. 6.7 No transaction is allowed from a non-convertible take account to a convertible account.

6.8 Any Convertible rate of any foreign currency shown and interest rate only for customers convenience. It cannot be taken price quote from bankers end.

7.Maintenance of Sufficient fund:

7.1 The user shall ensure that there are sufficient funds (or prearranged credit facility) in his/her account for transactions through the Internet Banking. 7.2 DBBL shall not be liable for any consequences arising out of its failure to carry out the instruction due to the inadequacy of funds and or credit facility.

8.Anti Money Laundering:

8.1 Customer should agree and confirm that he/she will not use this Internet facility for money laundering or violate any related law to the money laundering. 8.2 DBBL reserves the right to demand explanation from the user regarding any matter pertaining to money laundering law of the country.

9.Preparatory Rights:
9.1 The user acknowledge that the underlying the Internet banking as will as other internet related software which are required for accessing Internet banking are the legal property of the respective venders. 9.2 The permission given by DBBL to access Internet banking will not convey any proprietary or ownership right in such software. 9.3 The user shall not attempt modify, translate, disassemble or reveres engineer the software underlying internet banking or create any derivative product based on the software.

10.

Governing Law:

10 .1 this term and / or operations in the accounts of the users shall be Governed by the laws of Bangladesh, in force.

10.2 DBBL may, in its absolute discretion, commence any legal action or Proceedings arising out of the terms for Internet banking in other court, Tribunal or other appropriate forum and the user hereby consents to that Jurisdiction. 10.3 Any provision of the jurisdiction terms for Internet banking which is Prohibited or unenforceable in any jurisdiction shall, as to such Jurisdiction, be ineffective to the extent of prohibition or unenforceability But shall not invalidate the remaining provisions of the terms or affect Such provision in any other jurisdiction.

11.

Charges of Terms :

11.1 DBBL shall have the absolute discretion to amend or supplement any of The terms at any time. such change to the terms shall be communicated to User. By using any new services as may introduced by DBBL, the user Shall be demand to have accepted the changed terms.

12. banking:

Termination

on

Internet

12.1 The user may request for termination of the Internet banking any time by Giving a written notice of at least 15 days to DBBL. The termination shall Effect on the completion of the 15th day.

13.

Branch of Terms and Condition :

13.1 User must compensate for any loss that occurs as a result of his/her Breaking any term of these agreements.

Precautionary Note:
In order to prevent unauthorized transaction through Internet Banking service , Users are advised to strictly maintain the following:

The password should not be written anyway. User should make sure that no one is physically watching his/her passwords when he/she is logging in. It is important to remember to click to log out after completing his/ her internet banking session. User should not leave his /her PC unattended with the browser and a valid user name and password cached as in such case anyone can gain access to the account.

3.4

Security with Internet Banking:

DBBL Data Center is equipped with worlds number one networking equipment from CISCO, such as switch, router and PIX firewall. The internet user will only be able to access the Internet Banking if he is allowed by two firewalls- such as Check Point Firewall and CISCO Firewall. These firewalls will only allow the http and https traffic. DBBLs Internet Banking web server is certified by 128 bit data encryption SSL (Secure Socket Layer) server certificates issued by Verisign. Inc, USA. So when a customer hits our web site, the web browser automatically checks that the certificate of the server and the public ID are valid. Then his request will be executed with high level encryption. Login ID of internet banking is mapped with the Customer ID, so there is no change to get other account with his Login ID.

Transaction Limit has been set with each Login ID. So customer can do daily certain amount of transaction which has been specified in the account product.

Customers Login ID of the Internet Banking and his password will be printed in security PIN mailer and sent to the customer, so that he could only access his account with proper authentication.

3.5 User Manual of Internet Banking:

1. Connecting to Internet Banking: Logging In Logging Out

2. My Accounts: Account Summary Account Details Account Activity Un cleared Funds

3. Transfer Funds: 4. Funds Transfer Third party transfer funds.

Bill Payments: Pay Bill

5.

Standing Instructions:

Standing Instructions initiate

6. Terms Deposits: 7. Open term Deposit Modify term Deposit

Customer Services: Cheque status inquiry Stop cheque Interest rate inquiry Foreign exchange rate inquiry Payee maintenance Change password Updating profile

Chapter -4
Findings and Recommendation

4.1 Findings & Analysis:

During the three months Internship program at DBBL, Dhanmondi Branch almost all the desks have been observed by me. I have found theory deviates from the practice more or less through 3 months is not enough time to find out all the discrepancy between theory and practic. Among all experiences some noticeable observations are described below: As a private bank, Dutch Bangla Bank , Dutch Bangla Bank is trying its best to increase their service to the public. DBBL has a bulk of qualified, experienced and dedicated human resources. Employees are mostly courteous, co-operative, friendly in nature and eager to help despite the tremendous workload. DBBL provide Internet Banking.

A good Working environment is remaining in Branch office. DBBL established so many ATM booths throughout the Country. DBBL has set up the Dutch Bangla Bank Foundation in 1999 to extend financial support to scholarly pursuit, arts and culture foreign and local financial support to support to scholarly pursuit, arts and culture foreign and local medical treatment. DBBl often has problem with ATM machine. Customer often complains that the ATMs are out of order. The work load is not sound distributed between the employees of same level in the branch. Lack of initiative to develop and expand new product. Lack of employees satisfaction in the branch can be seen. Lack of advertisement and products by the Bank. The decoration of Dhanmondi Branch should be improve. Personal relationship should be build up with the customers. They can sent different gift item like calendar, diary , Eid cards / New Year cards.

The bankers need to be motivated in a proper manner as they are very often heavily burdened with work. The higher-Level management of the bank should invite more participation from their subordinates. The product should be promoted in new and an innovative ways. The bank should provide sufficient manpower to the respective branches DBBL provides the morden technology and enters truly on On-Line Banking and also provide ATM facility for the customer service .,but most of the customers do not know about Internet Banking and Different types of ATM cards , so DBBL should focus and vastly advertise those kinds of facilities to the client.

Te authority should take initiative to improve their expertise in the Investment Businesses to be more prompt. The relationship between bankers and client should be improve As the worked load on the same level employees is not same so they should help each other. DBBL should introduce motivated programs for its employees so that they can enhance their performance.

DBBL is one of those banks, which always wanted to be pioneer in services. In Bangladesh they are very early launch Internet Based Banking. To support them an Internet based question was asked too. This ultimately helped them to know the current situation of the Internet as well to check the feasibility of anticipated products. In the era of technological advancement people are becoming friendlier towards the usage of Internet.. In addition to that, to verify their response questions like how long they use the Internet, how they rate the provider of Internet was also asked.

Acceptence of Internet Based Banking

No 20% Yes No Yes 80%

Figure: Recognition towards Internet based banking According to the responses it is clear to us that the quality of Internet service must be ensured. As a consequence of that they are showing much enthusiasm regarding online banking. Parts of their concern are measuring the feasibility of online banking in Bangladesh. What type of customers is using it, their nature of business, import & export figure etc. keeping this in mind the next graph has been constructed.

Relationship & Preferring Online Banking 20.00% 18.00% 16.00% 14.00% 12.00% 10.00% 8.00% 6.00% 4.00% 2.00% 0.00% $35,000-$45,000 $65,000-$75,000 $95,000-$100,000

Yes $45,000-$55,000 $75,000-$85,000 A bove $100,000

No $55,000-$65,000 $85,000-$95,000

Figure : Relationship between Import/export & preferring online Banking According to the analysis, corporate clients are passionate to use online banking but they are still apprehensive about it. One can see that as import & export volume increases the percentage decreases. The study shows that 20% of the total respondents that are not in favor of online banking on the other hand 80% are in favor of it.

Recommendations
Though Dutch Bangla Bank has established its image as one of the best service provider for its potential customers; still they are yet not the market leaders. The bank has to overcome the shortcomings in the near future and offers new innovative products to retain its position as a leader amongst banks year after year. Some recommendations are given below based on the data analysis:

1) Issuing of brochures and leaflets:

Bank should issue or print more brochures and leaflets with product details, were services and benefit of Dutch Bangla Bank should be clearly stated.

2) New policy advertisement:

Advertisement of changing policy and new rules should be sending to the customer.

3) Individual attention and care:

Individual attention should be given to customers in order to better understand their needs and better satisfy them.

4) New Investment products:

New investment schemes should be introduced to meet customer demands. Survey results indicated high amount dissatisfaction with current investment schemes and services. New personal savings, future investment products.

5) Elimination of contract employees:

Contract employees should be eliminated from the customer service departments as they lack the commitment and willingness to serve customers. One serious mistake can take away valuable customers and years of relationship.

6) Use of marketing research:

Regular research should also be conducted to find out customer expectations about various service aspects. Measuring customer expectations and satisfaction regular research at sufficient intervals should be conducted.

7) Reducing communication gap:

Communication gaps can be bridged as it has been found that not every account holder knows much about variety of services and products that they can get from Dutch Bangla Bank Suppose special campaigns, such as relation week were customers will be able to ask some designated banks personals about the bank. The front desk officers can be given a specialized training, so that they can give the customers a comprehensive idea about the bank and its services. Audiovisual equipment can be used inside the bank premises so that people can watch them while waiting for services.

8) Customer defined service standards:

A formal service blueprint should be designed with appropriate service level standards to reduce the variability of service. These standards should customer defined and customer expectation should be considered while deciding on the service standards. The above steps will be implements by Customer service department within a very short time.

9) Focus on relationship strategies:

The bank should focus more on existing customers in order to build strong and loyal relationship with them as the survey showed that satisfied customers more aptly or certainly recommends the bank to friends and relatives. Thus the power of relationship will foster positive Word of Mouth Communication and will attract new customers at a lower cost.

10) Clarity of the statements:

The bank should redesign the format of its account statement in to a clearer and easily understandable format. The survey showed a huge amount of dissatisfaction towards the current format of statements. It should be redesigned with inputs from customers and satisfying their requirements. The above mention steps will be implements by commercial banking service in a very short period.

11) Periodic trade service campaign:

A campaign can be arranged for the new account opening customers as well to the existing customers so they fee Dutch Bangla Bank is doing something extra for them.

12) Control over the mailing network: Dutch Bangla Bank should
strictly monitor the courier services that are engaged in delivering mails and documents. Huge amounts delivery failures are being piled up at branches. So should have some control over its couriers and ensure proper delivery of mails and documents.

13) Introducing customized products: Dutch Bangla Bank to launch

customized products so that a customer can feel that he/she is valued for Dutch Bangla Bank. For export use, special items, country to where the goods will be exported, keeping these factors in mind Dutch Bangla Bank can offer products like reducing charges for garments sector LCs, special loans to the export and other way round. These above steps will be implements by the trade service department soon at the end of this year.

Chapter -5 Conclusion

Conclusion
Dutch Bangla Bank limited is a Bangladesh European joint Venture Commercial Bank registered by the Bangladesh Bank. DBBL follows the rules and regulations prescribed by the Bangladesh Bank for all scheduled commercial Banks. The functions of the bank cover a wide range of Banking activities. As an intern the opportunity to work for this giant during the internship program. I got a vast opportunity to observe the overall service process of commercial banking. Dutch Bangla Bank limited truly follows all the rules and regulations prescribed by the Bangladesh Bank for all scheduled commercial Banks about Internet Banking. I also got the scope to interact with customers and reveal their expectations. I also observed that trade service has potential scope to growth at the same time customers are not fully aware of all the services that are offered by DBBL . DBBL is delivering services like other banks. But if services are offered at the augmented level definitely DBBL can become the market leader. The topic of this study is Internet Banking of Dutch-Bangla Bank Limited. The study indicates that the growth of Internet banking services in Bangladesh is positive enough to create attraction among the banks. On the top of that nationalized commercials banks are not that much efficient compare to foreign banks in terms of service efficiency. The study also reveals that DBBL has moderate level of satisfaction. So, finally I will say that this internship at Dutch Bangla Bank limited ,corporate banking service has enlarged my theoretical knowledge of Bachelor of Business Administration in to some practical knowledge and made my BBA education more complete and applied. I give all my wished and regards so that it could become the leader of financial services in Bangladesh in near future.

Bibliography
Marketing Management By Philip Kotler (Millenium Edition)

Corporate Brochure of the company Statistics for Management By Levin & Rubin Marketing Research By Boyd Consumer Behavior - Building Marketing Strategy By Del Hawkins Annual Repots of the Bank Web site of the Bank

Table of Contents
1.1 1.2 TOPICS Letter of Transmittal Acknowledgment Executive Summary Origin of the study Background of the study PAGE NO. 1 2 3 4 4 4 5 5 6 7 7 7 8 9 10 11-12 13-15 17

Chapter -1

1.3 Objective of the study 1.4 Scope of the study 1.5 Methodology 1.6 Limitations

Chapter -2
2.1: Introduction 2.2: Evaluation of the word Bank 2.3: Development of Banking Sector in Bangladesh 2.4: Background of DBBL 2.5: History of DBBL 2.6: Mission ,Vision and Core Objectives of DBBL 2.7: Management Setup 2.8: Service & Products 2.9: Corporate Social Responsibility (CSR)

Chapter# 3

3.0 3.1

Internet Banking A/c Opening & Accessing Internet Banking

18 19-22 23-24 25-30 31 32-40

3.2: Internet Banking Features 3.3 DBBL Internet Banking Terms and Condition 3.4 Security with Internet Banking 3.5 User Manual of Internet Banking

Chapter -4
4.1 Findings & Analysis Recommendations 41-44 45-48 49 50

Chapter -5
Conclusion Bibliography