1.1.

Introduction:
I have completed my BBA program with a major in Marketing. Internship program is a
required course for the students who are graduating from the Business Administration
Department of Northern University Bangladesh. It is a 3 credit hours course with duration
of 3 (Three) months. Students who have completed all the required courses are eligible
for the course. I am interested about Capital Markets of Bangladesh especially on Share
market. I was assigned to DBL securities Ltd at DSE branch. In the internship program, I
was attached to a host organization works with the help of the internal supervisor. As a
result I have decided to make a report on study the Customer Satisfaction on
Operational Activities of DBL Securities Ltd at DSE Branch.

1.2. Origin of the Report:

In today’s world only academic education does not make a student perfect to become
competitive with the outside world. That’s why I involve the internee program to know
the out side of the world and gather some realistic experience in the job field. In my
report I try to know how operation activities of brokerage firm.
Northern University Bangladesh one of the most reputed universities in Bangladesh, has
designed the curriculum of the BBA in such a way that the international standard
graduates will be produced. After completing 126 credits hours, one student needs to go
for further 3 credit hours internship program in a commercial organization or a project
work.
So I joined on January 09, 2011 at DBL Securities Ltd at DSE branch and after three
months on April 10, 2011 my internship period has been completed.

1.3 Objective of the Report:

1.3.1 Broad Objective:
To develop my ability and observe the reality in the study here pertains to Customer
Satisfaction on Operational Activities of DBL Securities Ltd at DSE Branch. The
main objective of the study is to gain practical knowledge about operational activities of

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capital market and others related field as part of the partial requirements of BBA
program.

1.3.2 Specific Objectives:

 To know how to open a BO account of DBL Securities Ltd at DSE branch.
 Required documents for sanctioning margin loan of DBL Securities Ltd at DSE
branch.
 Interest rates for margin loan of DBL Securities Ltd at DSE branch.
 To know how an investor can applies IPO and involves in the secondary market.
 Commission charges for Share buying & selling of DBL Securities Ltd at DSE
branch.
 Price limit for different categories of share under DBL Securities Ltd at DSE
branch.
 To know about the order matching mechanism for buying and selling securities.
 Expected amount of margin loan provides to customers by DBL Securities Ltd at
DSE branch.

1.4 Scope of the Study:

As DBL Securities Ltd was not as large as an Organization I had to involve almost
activities related with this brokerage house specially scope of the study is in BO A/C
open, BO A/C upload and trading sections. The company has six branch offices this are
DSE, Uttra, Sylet, Adamjee court, Chittagong and Dhanmondi. I work only in DSE
branch of the DBL securities Ltd.

1.5 Research variables:

1.5.1Dependent variables:
 Customer Satisfaction on Operational Activities of DBL Securities Ltd at
DSE Branch.

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1.5.2 Independent variables:
 Share buying process.

 Share selling process.

 Interest rates of margin loan.

 Commission charges for share buying & selling.

 Documentation.

 Money withdrawal process from BO A/C.

 Margin Loan sanctioning procedures.

 Cash A/C at DSE branch.

 BO A/C opening procedures

 Money deposit to DSE branch.

 Commitment to its customers.

 The physical amenities of DSE branch.

1.6. Research Hypothesis:

Hypotheses have taken to test the Customer Satisfaction on Operational Activities of

DBL Securities Ltd at DSE Branch.

H1: DBL Securities Ltd at DSE branch applies proper rules and regulations for share
buying & selling.
H2: High commission does not demand by DBL Securities Ltd at DSE branch.
H3: Low interest rates for margin loans are charged by DBL Securities Ltd at DSE
branch.
H4: Required documents for share buying& selling are easy to collect from DSE branch.
H5: Money withdrawal process of DBL Securities Ltd at DSE branch is very easy.

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H6: Customer’s privacy is kept by DBL Securities Ltd at DSE branch.
H7: Expected amount of margin loans are provided to customers by DBL Securities Ltd
at DSE branch.
H8: Quick service & support especially on share buying & selling processes are provided
by DBL Securities Ltd at DSE branch.
H9: Analyst officers are always available for guidance & advice for share buying &
selling.
H10: The physical amenities of DBL Securities Ltd at DSE branch are highly impressive.

1.7 Methodology:
To prepare the report both primary and secondary data are used.

1.7.1 Primary sources:

 Survey on 30 customers of DBL Securities Ltd at DSE branch who have
been getting service at least 1 month to 4 years ago.
 Practical desk work
 Face to face conversation with the clients
 Face to face conversation with the officers.
 Relevant file study as provided by the concerned officers

1.7.2 Secondary Sources:

 DSE monthly reviews( January- March)
 DSE half yearly report
 Website of DBL securities ltd.
 Website of DSE (www.dsebd.org)
 Website of CSE (csebd.com)
 Website of SEC (secbd.com)

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1.8 Data Analysis Method:
I classified and tabulated data which has been analyzed elaborately with number of chart
in the analysis part by using SPSS.
In analyzing data I used simple statistical method such as calculating the Mean value,
Standard Deviation of the data. The characteristics of the data are represented by these
values.

1.9 Sampling frame:

At first I picked those people who have been taking at least 04 years of operational
services from our DBL Securities Ltd at DSE branch.

1.10 Sampling Method:

There are huge numbers of customers available in DBL Securities Ltd at DSE branch. It
is not possible to do a survey among all of them.
30 clients have selected randomly who have taken at least 1 month to 4 years ago of
operational services from our DBL Securities Ltd at DSE branch.
The sampling procedures were simple random sampling.

1.11 Scales of measurement:

The scale of measurement will be Nominal scale and Interval scale.

1.12 Sample size:

The sample size of the research was 30 clients who have receiving services from our
DBL Securities Ltd at DSE branch.
Sample size (N) = 30 customers.

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1.13 Questionnaire Design:
15 questions were used for measuring the Customer Satisfaction on Operational
Activities of DBL Securities Ltd at DSE Branch, with 1 to 5 point Likert Scale to
determine the result of the study.

1.14 Scaling Techniques:

I have used Likert scale to get the response from the customers.

The primary data will be collected by interviewing and field working over the current
clients at DSE branch.
I will use 1-5 scale as a technique. That is such as-
1=Strongly Disagree
2= Disagree
3= Neutral
4=Agree
5= Strongly Agree

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1.15 Model of Variables:
Customer Satisfaction on Operational Activities of DBL Securities Ltd at DSE
Branch is depending on variable which is influences by different independent variables.
The basic model for the study is following:

 Customer Satisfaction on Operational Activities of DBL Securities Ltd at

DSE Branch = f (Share buying process, Share selling process, Interest rates of
margin loan, Commission charges for share buying & selling, Documentation,
Money withdrawal process from BO A/C, Margin loan sanctioning procedures,
Money deposit at DSE branch, Margin A/C, Cash A/C at DSE branch, BO A/C
opening procedures, Commitment to its customers, Physical amenities of DSE
branch.

Or, Y=a+ bx1+ bx2+ bx3+ bx4+ bx5+ bx6+ bx7+ bx8+ bx9+ bx10+ bx11+bx12.

Where, Y= Customer Satisfaction on Operational Activities of DBL Securities Ltd at

DSE Branch
a= constant
X1= Share buying process.
X2= Share selling process.
X3= Interest rate of margin loan
X4= Commission charges for share buying & selling.
X5= Money deposit at DSE branch.
X6= Documentation.
X7= Money withdrawal from BO A/C.
X8= BO A/C opening procedures.
X9= Margin loan.
X10= Cash A/C at DSE branch.
X11= Commitment to its customers.
X12= The physical amenities of DSE branch.

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The model is described in the following diagram:

Share buying
process Share selling
The physical
amenities of DSE process.
branch.
Documentation

Commission
charges for share Customer Satisfaction
on Operational Interest rate of
buying & selling. margin loan
Activities at DSE
Branch.
Money deposit at
DSE branch
Interest rate of
margin loan
Margin A/C

BO A/C opening
procedures. Cash A/C at DSE
branch.

Figure-01: Variables in Diagram

Source: Field Work

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1.16 Limitations of the Study:
I have tried my best to complete the report successfully. This is very difficult to learn the
activities of a brokerage house within 12-week internship period. During my internship I
had some limitations, which as follows:

 This is a very sensitive place, that’s why it’s very difficult to collect internal data.
 Employees and investors are very busy; they don’t have enough time to talk.
 There is no published text about the activities of broker house.