Internship Report
on
“Customer Loyalty on Retail Banking of
Dutch Bangla Bank Limited”
1
Internship Report
On
“Customer Loyalty on Retail Banking of Dutch Bangla Bank Limited”
Submitted To:
Mr. Imranul Hoque
Associate Professor
Department of Marketing
Jagannath University, Dhaka
Submitted By:
Md. Masudur Rahman
ID:M18140204550
EMBA 14th Batch (Section B).
Jagannath University, Dhaka
Date of Submission: 16 August, 2020
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LETTER OF TRANSMITTAL
Date:16-08-2020
Mr. Imranul Hoque
Associate Professor
Department of Marketing
Jagannath University, Dhaka
Sub: Submission of the Internship Report on “Customer Loyalty on Retail Banking of
Dutch Bangla Bank Limited”
Dear Sir,
I am here by submitting my report on “Customer Loyalty on Retail Banking of Dutch Bangla
Bank Limited”. While preparing this report, I have worked as an employee at Dutch-Bangla
Bank Ltd, DBBL Motijheel Foreign Exchange Branch under the supervision of Ummi
Nazam, Executive Officer, Retail Banking Division, Dutch –Bangla Bank Ltd.
I feel generally advantaged to be related with an accomplished, productive and proficient
group in one of the most presumed banks of Bangladesh. I have attempted my best to make
this report as useful, down to earth, solid and pertinent as could reasonably be expected. In
readiness of this report, I have explored scarcely any books, diaries, articles from the web,
and led hardly any meetings. I unequivocally accept that this report will fulfill your
necessities and desires.
At that point, I might likewise want to expressed gratitude toward Md. Rezaul Karim, Senior
Vice President and Manager of Dutch-Bangla Bank Limited, Motijheel Foreign Exchange
Branch, Dhaka to let me convince my entry level position program at his branch. He was
consistently there resembling an instructor figure to me and his entryway was consistently
open for me for any sort of need.
My earnest appreciation goes to Ummi Nazam, Executive Officer, Branch Banking Division,
DBBL Fx. Branch, for giving me legitimate direction and proposals to finish the entire thing
in a correct way.
At last, I might want to thank my folks for making this workable for me to compose this
report. I might want to thank them two for making me complete my entry level position and
concoct this report. Additionally, I might want to thank every single other gathering who
have helped me for gathering data and finishing the report.
Thank you.
Yours Sincerely,
Md. Masudur Rahman
ID:M18140204550
EMBA 14th Batch (Section B).
Jagannath University, Dhaka
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ACKNOWLEDGEMENT
At the earliest reference point, I might want to accept this open door to offer my thanks in
readiness to this report. As a matter of first importance, I need to express gratitude toward
Allah for invigorating me and capacity to seek after my entry level position program and to
have the option to think of this report. I am profoundly obliged to my Supervisor, Mr.
Imranul Hoque, Associate Professor, Jagannath University who allowed and upheld me to
take a shot at Retail Banking of Dutch-Bangla Bank Ltd. I am incredibly appreciative for
giving me such a chance, that has enhanced my subject matter boundlessly. It was soothing
for me to be honored with such a decent individual who was consistently accessible to
contact and was ceaselessly prepared to help me every way under the sun.
At that point, I might likewise want to said thanks to Md. Rezaul Karim, Senior Vice
President and Manager of Dutch-Bangla Bank Limited, Motijheel Foreign Exchange Branch,
Dhaka to let me convince my entry level position program at his branch. He was consistently
there resembling an educator figure to me and his entryway was consistently open for me for
any sort of need. My earnest appreciation goes to Ummi Nazam, Executive Officer, Branch
Banking Division, DBBL Fx. Branch, for giving me appropriate direction and
recommendations to finish the entire thing in a correct way.
At last, I might want to thank my folks for making this workable for me to compose this
report. I might want to thank them two for making me complete my entry level position and
concoct this report. Additionally, I might want to thank every other gathering who have
helped me for gathering data and finishing the report.
4
EXECUTIVE SUMMARY
This temporary job report speaks to the working experience on private area business Bank
worked in Bangladesh named "Dutch-Bangla Bank Limited" (DBBL) as a piece of fruition
for MBA Program. Dutch-Bangla Bank Limited means to set norms as the Market chief in
Bangladesh. It will exhibit that a privately possessed organization can give effective, well
disposed and current full-administration counts on a beneficial premise. The principle goal of
the examination is to get information about the Retail Banking and client unwaveringness of
Dutch-Bangla Bank Limited and furthermore picking up the down to earth understanding of
corporate life and view the utilization of hypothetical information in the reality. Its retail
division is a fantastic financial division of it. The tasks procedure of Bank is smooth and
great. Moreover, it has furnished me an opportunity to manage a portion of the clients. In this
report, I have fundamentally examined about retail banking and its item and furthermore the
client unwaveringness of the retail banking division. Plus, I completed two kinds of
examination, one is writing investigation and another is the similar examination on generally
private banks in the financial business. I have introduced my learning involvement with
Dutch-Bangla Bank Limited. I have found some positive and negative discoveries. Based on
the discoveries and from the investigation and perception, a few proposals have been detailed
so as to improve the administration quality and to smooth the activity of Banking Business of
Dutch-Bangla Bank Limited. That is, most recent improvement in the business ought to be
presented likewise. Once more, since the entire procedure is generally subject to human
ability, appropriately arranged preparing system ought to be masterminded and actualized for
the improvement of specialized and theoretical aptitudes of the managing officials. Up until
now, from this report it tends to be said that it is the pioneer among all the nearby banks in
Bangladesh.
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TABLE OF CONTENTS
Topics Page No.
Chapter-1
INTRODUCTION
1.1 Origin of the Report
1.2 Objective of the Report
1.3 Scope of the study
Chapter-2
LITERATURE REVIEW
2.1 Loyalty
2.2 Theoretical Framework –Verbal Model-Loyalty
2.3 Customer’s Loyalty
2.4 The Importance of Building Customer Loyalty
2.5 Tips for Building Customer Loyalty
2.6 5 Ways to Earn & Build Customer Loyalty
2.7 What are the benefits of achieving customer loyalty?
2.8 Helping you achieve customer loyalty
2.9 5 Ways to Increase Customer Loyalty
2.10 8 Ways to Create Real Customer Loyalty
2.11 Loyalty Phases
Chapter-3
METHODOLOGY
3.1 Primary data collection
3.2 Secondary data collection
3.3 Survey Questionnaire
Chapter-4
INDUSTRY ANALYSIS
4.1 Banking Sector in Bangladesh
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Chapter-5
OVERVIEWS OF DUTCH-BANGLA BANK LIMITED.
5.1 Organization Overview
5.2 Board of Directors
5.3 Achievements and Recognitions
5.4 Vision
5.5 Mission
5.6 Core Objectives
Chapter-6
LESSONS LEARNT FROM THE INTERNSHIP PROGRAM
6.1 Knowing what is Retail Banking
6.2 Product and Services offered by Dutch- Bangla Bank limited
6.3 Retail Marketing
6.4 Retail Risks
Chapter-7
CONCLUDING PART
7.1 Limitation of the study
7.2 Findings
7.3 Recommendations
7.4 Conclusion
Chapter-8
REFERENCES
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1. INTRODUCTION
Legitimate training framework requires an ideal mix of conveying sufficient hypothetical
information alongside vital uses of that obtained information in the genuine situation.
Jagannath University assumes a fundamental job to guarantee that understudies considering
Masters of Business Administration (MBA) capitalizes on it by being fit for knowing and
applying their training in the genuine workforce. This is the motivation behind why an
Internship Program is masterminded the prospective post graduate understudies with the goal
that they can get an example of the genuine work settings and can have a chance to apply
their insight all through the program. In addition, a temporary job program causes an
understudy to assume control and liability in his life alongside helping to learn abilities like
time-the board, relational, association and communicational aptitudes and so forth.
I myself, being a MBA understudy from Jagannath University likewise had this chance to
partake in its Internship Program for the Spring'2020 trimester. I have finished my temporary
job from one of the most well-known banks of Bangladesh Dutch-Bangla Bank Limited
(DBBL). I was put in the Motijheel Foreign Exchange Branch (DBBL) at Motijheel to finish
my temporary position. During my time there, I had the chance to chip away at their Retail
Banking, General Banking and Foreign Exchange division. However, for the most part I
worked with Branch Banking Division (BBD) in Retail Banking office and Customer
dedication of Dutch-Bangla Bank Limited. It helped me to build up a general essential
thought of how a bank functions, what items a bank has there to offer, how the whole
procedure of a financial area runs and so forth.
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1.1 Origin of the Report:
This report is an impression of a quarter of a year entry level position program which is
obligatory to get post moved on from Jagannath University. Bosses of Business
Administration (MBA) course requires 3 months connection with an association followed by
a report doled out by the manager in the association and supported by the personnel guide. To
get Post graduated Masters of Business Administration program I expected to finish 3 credits
which are assigned in my entry level position and I accepted the open door to do my
temporary job in Dutch-Bangla Bank Limited (DBBL). My staff manager Mr. Imranul
Hoque, Associate Professor of Jagannath University. My manager affirmed the point and
approved me to set up this report as a major aspect of the satisfaction of temporary position
necessity.
1.2 Objective of the Report:
The main objective of the internship is to gather practical knowledge regarding banking
system and operation. This practical orientation gives me a chance to coordinate out
theoretical knowledge with practical experience. The following are some of the objective for
this practical orientation in bank:
✓ To analyze the pros and cons of the conventional ideas about Marketing of Products
for improved customer satisfaction and loyalty in Retail Banking.
✓ To identify the critical factors of customer loyalty in the retail banking.
✓ To have better orientation on Product management activities in various sector and
recovery, loan classification method and practices of Dutch-Bangla Bank Limited
(DBBL).
1.3 Scope of the study:
Banks have been playing an important role in economic development and contributing
immensely to build the country. Banking sector is fast expanding in our country because of
globalization and reform of private sector. To survive as a key player in this highly
competitive and complex 4 business environment a bank should develop its business focusing
the customer’s satisfaction.
The scope of the study is:
The study is specific only to retail banking sector in Bangladesh
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2. LITERATURE REVIEW
2.1 Loyalty
Singh and Sirdeshmukh (2000) suggested the customer loyalty as “the market place currency
of the twenty-first century”. Ndubisi (2005) and Pfeifer (2005) pointed out that the cost of
serving a loyal customer is five or six times less than a new customer. This statement shows
the importance of customer loyalty. Walsh et al. (2005) mentioned that it is better to look
after the existing customer before acquiring new customers. Gee et al. (2008)
stated the advantages of customer loyalty are as:
The service cost of a loyal customer is less than new customers They will pay higher costs for
a set of products; and For a company, a loyal customer will act as a word-of-mouth marketing
agent According to Foss and Stone (2001), customer loyalty relates to what customers think
and do (or try to do). Most customer loyalty experts would agree that loyalty is best defined
as a state of mind, a set of attitudes, beliefs, desires etc. Loyalty is developed by approaches
which reinforce and develop a positive state of mind and the associated behaviors. The
exchange of information is one of the keys of loyalty, and provides a critical bridge between
state of mind and behavior. Loyal customers are more likely to give information to the
service provider (because they trust the service provider and expect from the service provider
to use the information with discretion and to their benefits). Managing loyalty is important
because it means not only managing behavior but also managing a state of mind.
[Link]/ijbm International Journal of Business and Management Vol. 6, No. 3;
March 2011 18 ISSN 1833-3850 E-ISSN 1833-8119 Dick and Basu (1994) and Bloemer et al
(1998) stated that most research on customer loyalty has focused on brand loyalty; on the
other hand, a limited number of researches on customer loyalty have focused on service
loyalty. Bloemer et al (1998) argued that the findings in the field of brand loyalty did not
generalise to service
loyalty for the following reasons:
Service loyalty is dependent on the development of interpersonal relationships as opposed to
loyalty with tangible products. In case of services, the influence of perceived risk is greater.
Intangible attributes such as confidence and reliability are the important factors to maintain
the
customer loyalty in the service context (Dick and Basu, 1994).
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Dick and Basu (1994) identified the two dimensions of loyalty (relative attitude and repeat
patronage behaviour) and four categories of loyalty: loyalty (positive relative attitude, high
repeat patronage), latent loyalty (positive relative attitude, but low repeat patronage), spurious
loyalty (low relative attitude, high repeat patronage), and no loyalty (low on both
dimensions). Salegna and Goodwin (2005) mentioned that if the attitude of a customer is
poor within the industry, then an organization which has just better than “poor” could elicit a
positive customer
“relative attitude” score and high repeat patronage. Garland and Gendall (2004) supported
Dick and Basu’s loyalty typology in the case of personal retail banking. They mentioned that
a loyal customer uses few banks, the highest likelihood of increasing business with the main
bank, and the lowest probability of defection from that bank. Regression analysis disclosed
that attitude and behaviour were the most important determinants of the number of banks
used. Palmer et al (2007) suggested [cited from Reichheld, 2003] that in addition to
measuring repurchase manager should also consider the likelihood of a customer
recommending an organization’s product or service to another customer. The willingness to
recommend can be seen as a measure of the level of attitudinal
customer loyalty. Levesque and McDougall (1996) pointed out that by increasing loyalty, a
retail bank:
Decreases its servicing cost (i.e. customers do not open or close their accounts)
Fulfils customers need and gains knowledge of financial affairs
Has an opportunity to cross-sell existing and new products and services. Desire to continue
patronizing a firm in the long-term basis by the customer, preferably on an exclusive basis,
and recommending the products of that organization to friends, relatives or other associates is
known as customer loyalty and it extends beyond behavior and includes preference, liking,
and future intentions (Lovelock et al., 2010). Oliver (1997) defined loyalty as ‘. . . a deeply
held commitment to re-buy or repertories a preferred product consistently in the future,
despite situational influences and marketing efforts having the potential to cause switching
behaviors. Day (1969) highlights loyalty as favorable attitude towards a brand in addition to
purchasing it repeatedly whereas Jarvis and Wilcox (1977) described loyalty as a situation
when repeat purchase behavior is Accompanied by a psychological bond.
Reich held and Sesser (1990) highlights that loyalty is important to firm’s profitability as it
creates incremental profits by four ways. These are- profit from increased purchases as loyal
customers buy more and buy more frequently; profits from reduced operating costs as loyal
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customers are old and experienced and hence need less information and assistance; profits
from referrals of other customers as loyal customers spread positive word of mouth and bring
new customer; and profit from price premium as loyal customers are willing to pay premium
price. Among the several constructs of loyalty used in the literature following three
dimensions as listed in table-1.3 have been used to measure loyalty in this study.
2.2 Theoretical Framework –Verbal Model-Loyalty
Dimensions
✓ Behavioral loyalty
✓ Attitudinal loyalty
✓ Cognitive loyalty
Definition
Behavioral loyalty: Repeat purchases, share of wallet and word of mouth, recommendations.
Attitudinal loyalty: Commitment, trust or emotional attachment.
Cognitive loyalty: The product or service that is a customer's first choice among alternatives.
2.3 Customer’s Loyalty
Customer loyalty is a strategic practice for businesses to attract and retain customers through
great service and marketing tactics. It’s about building a bond between your business and
your customers, providing them with memorable service and value—whether you are
educating them, entertaining them, or solving their problems. Loyal customers will become
your business’s strongest brand ambassadors, spreading word of mouth marketing.
Essentially, building customer loyalty is like hiring a team of marketers for free!
Customer’s loyalty has been defined in very much similar ways by most of the researchers.
They have said that it is comprised of customers’ attitudes and behaviors. Components of
attitude are represented through repurchase intention, purchasing additional products or
services from the same company, willingness to recommend the company to others,
demonstration of commitment to the company by resisting to switch to another competitor
(Cronin & Taylor,
1992; Prus & Brandt, 1995; Narayandas, 1996; Pearson 1996; Gremler & Brown, 1996 cited
in Dhandabani, 2010 and Thakur, 2011), and willingness to pay a price premium (Zeithaml,
Berry, & Parasuraman, 1996 cited in Thakur, 2011). Alternatively, the behavioral aspect
represents actual performing according to the loyal attitude (Feick, Lee, & Lee, 2001 cited in
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Thakur, 2011). It is actually a feeling of commitment of the consumer to a product, brand,
marketer, or services above and beyond that for the competitors in the market place, which
results in repeat purchase (Szymigin and Carrigan, 2001 cited in Thakur, 2011). On the other
hand, according to Bloemer & Kasper (1995) cited in Mosahab, et al. (2010) loyalty is
interpreted as true loyalty
rather than repeat purchasing behavior, which is the actual re-buying of a brand, regardless of
commitment because customers, who are not loyal, can also demonstrate repurchasing
behavior. This may be due to switching costs, lack of perceived differentiation of alternatives,
location constraints on choice, time or money constraints, habit or Bloemer et al., 2002;
Newman 2001 cited in Dhandabani, 2010). A third perspective maintains that there is a
nonrepetitive relationship between these two (Taylor and Cronin, 1994 cited in Dhandabani,
2010). However, the impact of service quality, customer satisfaction on customer loyalty is
complex. In this study, it has been assumed that service quality affects customer’s satisfaction
and that impact on customer loyalty.
2.4 The Importance of Building Customer Loyalty
Why is customer loyalty so important?
Customer loyalty is a measure of how likely your customers are to do repeat business with
you. Different industries have various ways of measuring loyalty, but the most basic way is to
look at the number of purchases over a customer’s lifetime in your database. Repeat buyers
are your most valuable customers. Though they may not be big purchasers, it is likely that
over time, the revenue from them will top revenue from big one-time buyers.
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In fact, only a 5% improvement in customer retention rates yields between 25% to 100%
increase in profits across industries—happy customers spend more money, more often. There
are tons of other benefits to having loyal customers as well—free advertising by word-of-
mouth, positive online reviews—so here’s a list of ways to help you build your loyal
customer base.
When looking at customer loyalty types (a whole different conversation), you're looking
for reciprocal customer loyalty: a premium relationship benefitting both the brand and the
customer
Profit
According to a Gartner Group study, 20% of your existing customer base generates 80% of
your profits (Source: CMO). Just a 5% increase in increase in customer retention can increase
your business profits by 25-125%!
Effort
The probability of selling to an existing customer is 60-70 percent. The probability of selling
to a new prospect is 5-20 percent (Source: ClickZ). It is much easier to retain a current
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customer than acquiring a new one. Your current customers are already knowledgeable about
your business and
Are more likely to try new products or services through your recommendations.
Cost
The cost of attracting new customers is 6 to 7 times the cost of retaining already loyal
customers! If you want to build a successful business, your efforts toward building customer
loyalty should become a key component of that of your business’s strategy.
Feedback
Customers who have a bond with your business will provide honest feedback through direct
interactions, online reviews, or surveys to help your business improve and grow.
2.5 Tips for Building Customer Loyalty
1. Provide Valuable Content
In life you have to give to get. Providing customers with content that answers their questions
and solves their problems will keep them coming back to your business. You want customers
to think of you as a valuable and trusted resource they can go to when they need information.
How can you establish this relationship? You can do this through blogging or nurture this
relationship through social media. It’s important that you find the right marketing channel to
reach your audience. The key is to create, curate, and share content that is helpful and
interesting to your customers.
Related eBook: Business Blogging 101
There are endless possibilities for the type of content you can post. Even if you don’t have the
time to create your own content, curating and sharing content is an efficient way to engage
with
your customers. For example, if you read an article that your customers might find
interesting, share it on your LinkedIn or Facebook page, or tweet it out. Another great tactic
is to set up a series of helpful posts such as a “tip of the day” or a “tip of the week”. Setting
up a post series that help your customers will give them incentive and increase engagement
on social media. This will keep your business in their minds until they are ready to make a
purchase with you or use your services again.
2. Interact with your Customers
Whether it’s through an email newsletter, blogging, Facebook, LinkedIn, Instagram, or
Twitter, use these online marketing channels to interact with your customers on a more
frequent basis. You can tweet your customers a “Thank you for your business” or thank them
via your Facebook page for their loyalty. Any way you can think of to ping your customers in
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a positive way will help keep them happy. Engaging with your customers through these
methods will make them feel special and turn customers into evangelists.
3. Abide by the 80/20 Rule
When you are marketing to people online you should abide by the 80/20 Rule. The 80/20 rule
says that for every 10 posts, 8 should be content that provides value to your customers. Only
2 out of your 10 posts should be promotional material. For example, if you’re a daycare
center, you can share a list like”10 Nutrition tips for Toddlers”. If you’re a fitness trainer, you
could post weekly weight loss tips. It’s content like this that will establish your business as an
authority in your industry in the minds of customers. It will also convey the message to your
customers that you’re looking to add value to their lives, not take their money. This enables
you to build trust with your customers and increase their loyalty.
4. Customer Loyalty Program Discounts & Rewards
Everyone loves a deal. Establishing a customer loyalty program by running discounts and
promotions through social media and website makes things interesting for your customers.
Customers love to know that you care about them, and rewarding them with a discount for
their loyalty is something they will greatly appreciate. You can run these promotions easily
through your website, your Facebook page, or even through an Instagram giveaway.
5. Update! Update! Update!
It’s important in your customer relationships to keep things fresh! Use social media or your
website to keep your customers posted on the latest deals or events at your business. This can
be done very simply in a number of ways. If you have a blog, write engaging posts that
introduce your customers to a new product or service you’re offering. Or it can be as simple
as posting pictures on Facebook for people to see. Behind-the-scenes photos are a great way
to build a more personal connection with customers.
2.6 5Ways to Earn & Build Customer Loyalty
Customer Loyalty Tip #1. Know Your Customer and Let Them Know You
One of my favorite things is when I meet someone once, and the next time I see them, they
remember my name and a detail about our last conversation. This is important for customer
loyalty! Companies should strive to do with their customers. Admittedly, it is easy to say, but
much harder to do.
Send “Happy Birthday” & Other Personalized Emails
Customers are more likely to be loyal if they feel valued; do you remember their birthdays, or
their kids’ ages, or the last item they purchased? Many retailers have implemented triggered
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email programs which will send birthday emails and discounts during a customer’s birthday
month and customized pregnancy planning emails/first year of life for new and expectant
moms. Everyone loves a birthday treat!
It is almost as important to be transparent with your customers about your business. Are you
going through a rough patch with getting shipments out on time? Let them know. Did you
just hire a new CEO or release an awesome new product? Send a personalized announcement
to your customers, giving them a heads-up before the news gets to the media. Even better,
release it to your engaged, loyal customers first in beta to get honest feedback.
At WordStream, we assign customer service reps to specific accounts to assist through their
initial transition onto our platform through the customer lifecycle. This allows a rep to get to
know the client’s business and business goals, to better assist them. We also send hand-
written “Welcome to WordStream” cards from our reps to all new clients! These clients are
important to us and we want to let them know.
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Customer Loyalty Tip #2. Reward Loyalty with a Customer Loyalty Program
Card-Based Customer Loyalty Programs
Confession: I have way too many credit cards. Every time I’m on an airplane or in a retail
store and they ask if I’m part of their customer rewards program, I cave. Spend $1000 in the
first month and get $200 back! What a deal! And then I’m stuck with a credit card that needs
to rack up a $1000 charge. It sounds like a tricky way to lock in your customer, but if you are
honest about the implications, credit card rewards programs can be great.
If you’re not into credit cards, take a page out of Starbucks’ book. Customers earn stars with
their purchases, with opportunities to double their rewards certain days of the month and
graduate to tiers of loyalty. All you need is a Starbucks gift card and a smartphone. This
reward program also helps Starbucks get to know their customers better by storing all their
order and payment information in the app—never have your name misspelled on your
Starbucks cup again!
Try Punch Cards
If credit cards are too much of a commitment, an easier way to reward loyal customers is
through punch cards. At WordStream, the café in our building has stamp cards. After you get
10 stamps from 10 purchases, you get something free! I find a lot of frozen yogurt and
consignment shops like Plato’s Closet do this as well. It’s a good way to keep customers
coming back to your specific store as opposed to the café down the street.
Customer Loyalty Tip #3. Make Customer Loyalty Easier
Store Customer Data
Always a good example of customer loyalty, an aspect of Starbucks’ reward program is the
option to order and pay on your mobile device. I love when I’m purchasing yet another book
for my Kindle and I don’t have to put in my credit card information. This one-touch ordering
tells me that Amazon knows who I am (they probably don’t) and they’re kindly helping me
out by getting me offline as soon as possible!
To look at it from a different perspective, Apple also does this. With each upgrade, the
iPhone strives to make the user’s life a little simpler—anything from the easy-access to the
camera on the lock screen, to the accessibility double-tap on the home button for people with
small hands. Apple is very public about presenting their new changes and how much work
went into the updates, despite not offering discounts, resulting in a loyal following. Make Use
of Automation
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Personally, my favorite “make it easier” experience is with my cable company—shocking, I
know. I called them to complain about our internet speed and I was directed to the right
person by my phone number—didn’t even have to type in a long account number! The
customer service representative made it clear that she saw and understood the problem, which
resulted in a technician coming to replace our router at a conveniently scheduled time later
that week. After he left, the same representative called me to make sure everything was
working. That’s great! I barely had to do anything but pick up the phone and dial!
Customer Loyalty Tip #4. Be the Best at What You Do
An easy way to build customer loyalty is to simply be the best out there. There are so many
brands that I love, but I just can’t justify the cost of shopping with all of them. Or, it’s cheap
but doesn’t last. When I asked my co-workers, which brands they considered themselves to
be loyal to, the response was a resounding: “TJ Maxx!” That makes sense to me! Not just
because we’re in Boston, headquarters of TJX, but because TJX offers great brands at
affordable prices, and they are also one of the only companies out there that have mastered
that. We’re all Maxxinistas!
Make Your Value Prop Part of Your Brand
Another brand mentioned was Patagonia. Patagonia has competition, like REI and Eagle
Creek Outfitters, but they have a great story and provide a good shopping experience (great
value proposition)—good return policies, a founder and employees who truly love the
outdoors, even a unique business model that was popularized through the publication of Let
My People Go Surfing.
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Nobody is perfect, so a great alternative to being the best is showing your customers that you
are constantly striving to improve. Everyone appreciates the effort, which leads me to…
Customer Loyalty Tip #5. Encourage Customer Feedback
Customer reviews go hand-in-hand with customer loyalty. Good reviews will drive prospects
to your business, good service will convert prospects into customers, and satisfied customers
will leave good reviews!
The first step in this chicken-and-egg cycle is good service. Make sure anyone in the
company who is client-facing is paying attention to their needs and acting to work through
any snafus. You can also provide great customer service through channels like Twitter and
customer portals. After an issue is resolved or a transaction is complete, reach out to ask
about your customer’s experience.
2.7 What are the benefits of achieving customer loyalty?
Loyal customers are more profitable to a business, and this is why:
• Reduced costs – The proof is in the numbers: it costs about five times more to
acquire a new customer than it does to generate new business from an existing
customer.
• Recommendations – Happy customers can be your most effective brand
ambassadors. They are likely to refer new business, which can be an easier close for
your sales team and a much cheaper method of lead generation. In fact, in a Loyalty
360 survey, three quarters of respondents reported that 20% of their new sales come
from current customers.
• Repeat business – Loyal customers spend more. This is because they are more likely
to keep coming back, repeatedly purchasing your goods or services over an extended
period of time. Depending on your business and sales cycle, you could sell more to
one loyal customer in a year than perhaps to 10 first-time customers.
• Bigger sales – As you build relationships with loyal customers, it will become
increasingly easy to sell to them in higher volume. Therefore, achieving customer
loyalty should mean more sales and larger profits. Customers that trust you are also
more likely to heed your advice. This provides an opportunity for you to make
recommendations and sell across your product lines.
• Staying ahead – The more loyal your customers are, the wider distance it can put you
ahead of the competition. Companies with strong brand loyalty can make them
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practically immune to competitive forces, which is crucial in markets that see frequent
new players.
2.8 Helping you achieve customer loyalty
Achieving customer loyalty is important for any B2B company. It helps ensure your business
customers stay engaged with your offering and stay loyal to you, and continually choose to
buy your products and services over your competitors.
At CR Worldwide, we can design, launch and optimize customer loyalty programs that will
keep your B2B customers coming back. Our customer loyalty schemes are:
Easy to implement — They can be tailored to suit your business requirements, allowing you
to launch effective loyalty campaigns quickly and easily for your customers.
Easy to use — They are made to be straightforward, allowing you to efficiently track things
like usage and product performance, while helping your customers to track their points and
rewards and progress.
Easy to manage — They offer real-time reporting in participation with ROI and budget
management. This makes overseeing and tracking the success of your customer loyalty
schemes quick and simple.
We love helping businesses to reach out and achieve customer loyalty by using our loyalty
schemes. If you’d like to speak to a member of our award-winning team:
2.9 5Ways to Increase Customer Loyalty
1. Use a Loyalty Program. Loyalty programs are one of the most powerful tools for any
business to have.
2. Have Great Customer Service. Nothing can deter a lifelong customer faster than a
bad experience.
3. Make Your Brand Personable.
4. Track Customer Data.
5. Be Consistent.
2.10 8Ways to Create Real Customer Loyalty
• Set up ways to communicate with your customers. ...
21
• Provide extra perks for your most loyal customers. ...
• Consider different payment plans. ...
• Provide great customer service. ...
• Don't rely too much on technology. ...
• Offer a head start. ...
• Don't forget to smile. ...
• Give customers a reason to be loyal.
2.11 Loyalty Phases
Stage Identifying Marker
Cognitive: Loyalty to information such as price, features, and so forth.
Affective: Loyalty to liking: ‘I buy it because I like it.’
Conative: Loyalty to an intention: ‘I am committed to buying it.’
Action: Loyalty to action inertia, coupled with the overcoming of obstacles.
Source: Oliver, 1999
22
3. METHODOLOGY
3.1 Primary data collection:
The primary data had been collected in various ways. The different sources were:
✓ Face to face conversations with the employees and opportunities were given
by the management to work in relevant fields in Dutch-Bangla Bank Limited
(DBBL).
✓ Qualitative Analysis: In-depth interview of several managers, workers,
customers and supervisors were conducted
✓ By interviewing and interacting customers at Dutch-Bangla Bank Limited
(DBBL). (Motijheel Fx. Branch).
✓ Observing various organizational procedures.
3.2 Secondary data collection:
✓ From their Dutch-Bangla Bank Limited (DBBL) website.
✓ From any information regarding the Banking sector.
✓ From different books and periodicals related to the banking sector.
✓ From Newspapers and Internet.
23
3.3 Survey Questionnaire
Part 1
General Information
Note: This information will exclusively be used for research purpose and in no case will be
disclosed to anybody.
A. General information
Customer Name:
Bank Name:
Type of Account: Current / Savings / Fixed Deposit / Salary/Any other.
Gender: Male / Female
Marital Status: Married / Single
Age:
o Under 20
o 21 – 30 years
o 31 – 40 years
o 41 – 50 years
o Above 50 years
Qualification: Undergraduate / Graduate / Post Graduate
Income:
o Below 30,000 Taka
o 30,000 – 50,000 Taka
o Above 50,000 Taka
Profession: Business / Service / Professionals / House wife / Others
24
Part 2
The Likert scale requires the respondents to indicate a degree of agreement or disagreement
with each of a series of statements about the stimulus objects.
1=Strongly Disagree,2=Disagree,3=Neither Agree nor Disagree,4=Agree,5=Strongly Agree.
[Link] you satisfied with the technological up-to-date equipment’s of the DBBL bank?
A. Strongly Disagree, B. Disagree, C. Neither Agree nor Disagree, D. Agree, E. Strongly
Agree.
2. Are you satisfied with the retail product pamphlets distributed by the bank? Are they clear
and give complete information?
A. Yes ……., [Link]…….
3. Are you satisfied with the bank statement, loan statement & loan portfolio? Is it visually
clear?
A. Strongly Disagree, B. Disagree, C. Neither Agree nor Disagree, D. Agree, E. Strongly
Agree.
4. Are you satisfied with the DBBL all kind Loan & Credit Card interest rate?
[Link] ……., [Link]…….
5. Are you satisfied with the willingness of employees to help their retail customers?
A. Strongly Disagree, B. Disagree, C. Neither Agree nor Disagree, D. Agree, E. Strongly
Agree.
6. Are you satisfied with the security of the bank?
[Link] ……., [Link]…….
7. Are you satisfied by the bank service of providing the product that best suits to you?
A. Strongly Disagree, B. Disagree, C. Neither Agree nor Disagree, D. Agree, E. Strongly
Agree.
Anything else, you want to mention about the Bank ,Which made you loyal for the
Bank?...........................................................................................................................................
......................................................................................................................................................
25
Part 3
Based on my overall experience I got from Bank……., Circle the number which best reflects
my likelihood of taking each action.
How likely are you to 1—2—3—4—5—6—7
Not at all likely Extremely
likely
1. Say positive things about Banks.... to other 1 2 3 4 5 6 7
people
2. Encourage friends and relatives to do 1 2 3 4 5 6 7
business with Bank.....
3. Intend to continue doing business with 1 2 3 4 5 6 7
Bank.....
4. Have strong preference on this Bank 1 2 3 4 5 6 7
5. Consider Bank..... as my primary Bank 1 2 3 4 5 6 7
Anything else, you want to mention the overall experience from the
bank.............................................................................................................................................
......
......................................................................................................................................................
......
......................................................................................................................................................
......
......................................................................................................................................................
......................................................................................................................................................
......................................................................................................................................................
..................
26
4. INDUSTRY ANALYSIS
Banking Industry is one of the most encouraging businesses of our nation. The significance
of the segment uncovered through its commitment in the financial development of the nation.
Banking Industry is moving towards quick changes because of mechanical advancement and
differentiated needs of its clients. Business banks are the banks that acknowledge stores from
general society and loan them mostly to trade for brief periods. As they money predominantly
business, they are called business banks. They are likewise called store banks, as they
acknowledge store from people in general and loan them for short and extensive stretches.
4.1 Banking Sector in Bangladesh:
Banking sector has a vital role to play in the economic activities and development of any
country. This sector is much more important in a developing country like Bangladesh. The
whole scenario of the economy of a country can be determined by examining the condition of
the banking sector. In Bangladesh, the banking sector dominates the financial sector and
macroeconomic management largely depends on the performance of the banking sector.
Banking sector grew primarily in the public sector with main emphasis on restructuring of the
financial system and development needs of the war-torn economy with gradual liberalization
in subsequent years. The officially known ‘State Bank of Pakistan’ was renamed as
‘Bangladesh Bank’ after Bangladesh’s independence (History of Bangladesh's Banking
Sector, 2013).
It was increasingly felt that banks should be allowed in the private sector for giving a boost to
development process on the basis of private initiative. In the year of 1980 for the first time a
number of banks in the private sector were allowed. Subsequently in the middle of 1990,
some more banks in private sector also inaugurated operations. Finally, in 1999, 3rd
generation of private sector banks was given permission to function. As a result while up to
80’s public sector banks dominated financial sector, banks in the private sector were given
increased responsibility with the passage of time. (Banking in Bangladesh, 2016)
The banking sector of Bangladesh is divided into 4 categories of scheduled banks. Total
Banks=(62 +1 Bangladesh Bank) = 63 ,Scheduled Banks=56 , Non-scheduled Banks 5.1.
Ansar VDP Unnayan Bank,2. Karmashangosthan Bank,3. Probashi Kallyan Bank,4. Jubilee
Bank
5. পল্লী সঞ্চয় ব্যাংক, State owned Commercial Bank 5. 1. Sonali Bank Ltd, 2. Janata Bank Ltd
[Link],[Link],[Link]
27
Specialized Banks 3, [Link] Krishi Bank (1961, Specialized in 1973), [Link]
Krishi Unnayan Bank (15 March 1987), [Link] Development Bank Limited (3 January
2010) Commercial banks=52, Govt banks=4, Private bank=39, Foreign Bank=9, Islami
Bank=8
There are 5 state owned commercial banks, 4 state owned development financial institutions
which were established for specific objectives like agricultural or industrial development, 39
private commercial banks which are majorly owned by the private entities. There are 9
foreign 8 commercial banks which are incorporated in abroad operating their businesses in
Bangladesh. There are 56 scheduled banks in Bangladesh operating under the supervision of
Bangladesh Bank that has been empowered through Bangladesh Bank Order, 1972 and Bank
Company Act, 1991 (Bangladesh Bank, 2015).
28
5 OVERVIEWS OF DUTCH-BANGLA BANK LIMITED.
5.1 Organization 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. The rationale being that the manufacturing sector exports
Bangladeshi products worldwide. Thereby financing and concentrating on this sector allows
Bangladesh to achieve the desired growth. Dutch Bangla Bank other focus is Corporate
Social Responsiblity (CSR). Even though CSR is now a cliche, Dutch Bangla Bank is the
pioneer in this sector and termed the contribution simply as 'social responsiblity'. Due to its
investment in this sector, Dutch Bangla Bank 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.
Dutch Bangla Bank was the first bank in Bangladesh to be fully automated. The Electronic-
Banking Division was established in 2002 to undertake rapid automation and bring modern
banking services into this field. Full automation was completed in 2003 and hereby
introduced plastic money to the Bangladeshi masses. Dutch Bangla Bank also operates the
nation's largest ATM fleet and in the process drastically cut consumer costs and fees by 80%.
Moreover, Dutch Bangla Bank choosing the low profitability route for this sector has
surprised many critics. Dutch Bangla Bank had pursued the mass automation in Banking as a
CSR activity and never intended profitability from this sector. As a result it now provides
unrivaled banking technology offerings to all its customers. Because of this mindset, most
local banks have joined Dutch Bangla Bank banking infrastructure instead of pursuing their
own.
Even with a history of hefty technological investments and an even larger donations,
consumer and investor confidence has never waned. Dutch-Bangla Bank stock set the record
for the highest share price in the Dhaka Stock Exchange in 2008.
Dutch-Bangla Bank is Bangladesh's most innovative and technologically advanced bank.
Dutch-Bangla Bank Ltd stands to give the most innovative and affordable banking products
to Bangladesh. Amongst banks, Dutch-Bangla Bank is the largest donor in to social causes in
[Link] stands as one of the largest private donors involved in improving the country.
29
Dutch-Bangla Bank is proud to be associated with helping Bangladesh as well as being a
leader in the country's banking sector
5.2 Board of Directors
SI. No. Name of the Directors Designation
01. Mr. Sayem Ahmed Chairman
02. Mr. Abedur Rashid Khan Nominee Director
03. Ms. Tang Yuen Ha, Ada Nominee Director
04. Mr. Ekramul Haque, FCA Independent Director
05. Mr. Mohammed Salim, FCMA, CPFA Independent Director
Managing Director & CEO,
06. Mr. Abul Kashem Md. Shirin
Director (Ex-officio)
5.3 Achievements and Recognitions
➢ DBBL distributed prizes among the winners of Dutch-Bangla Bank Mobile Banking
Eid Campaign 2015
➢ Dutch-Bangla Bank has been awarded for its significant Contribution to the education
sector of the country
30
➢ Dutch-Bangla Bank has been awarded the Best Digital Bank by Digital World 2015.
➢ Dutch-Bangla Bank wins Award for School Banking
➢ The Asian Banker has awarded DBBL for the best Mobile Banking Initiative award
➢ DBBL awarded by eASiA-2011 for Driving Economy through Mobile Banking
➢ DBBL has been awarded the “Best Mobile Banking of the World”
➢ DBBL Wins Digital Innovation Award 2011
5.4 Vision
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. Dutch-Bangla Bank '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.
5.5 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"
5.6 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 marquees "Your Trusted Partner"
31
6. LESSONS LEARNT FROM THE INTERNSHIP PROGRAM
6.1 Knowing what is Retail Banking
Retail banking is when a bank executes transactions directly with consumers, rather than
corporations or other banks. Services offered include savings and transactional accounts,
mortgages, personal loans, debit cards, and credit cards. The term is generally used to
distinguish these banking services from investment banking, commercial banking or
wholesale banking. It may also be used to refer to a division of a bank dealing with retail
customers and can also be termed as Personal Banking services. Retail Banking Division
(RBD), an integral part of retail banking, complement the ever-flourishing retail business
through account opening, customer statement generation, inter-bank cheque clearing, ATM &
credit card production, cheque-book production and processing government bond and SME
Banking.
6.2 Product and Services offered by Dutc- Bangla Bank limited
BBL offers a wide range of products all over the Bangladesh. These are personal, corporate,
investment; trade services; cash management; treasury and capital market services; insurance;
consumer and business finance; pension and investment fund management; savings & deposit
services, cash management; loan products, corporate and institutional services, day & night
Banking. Liability Value Centre of BBL mainly classified products into two types: CASA
(Current & Savings Accounts), also known as Transactional Accounts. HNW (High Net
Worth), also known as Term Deposit (TD). The main CASA products are listed below: The
main CASA & TD products are listed below: Savings Account, Saving plus ,CD Account,
SND account,Student account,school savers account ,Salary account, employee account,
Interest free account,etc.
Credit Card:
➢ erCard Titanium Card Credit Card
➢ VISA Platinum Card Credit Card
➢ VISA Classic Local Credit Card Credit Card
32
➢ VISA Gold Local Credit Card Credit Card
➢ VISA Classic International Credit Card Credit Card
➢ VISA Gold International Credit Card Credit Card
➢ MasterCard Gold International Credit Card Credit Card
➢ MasterCard Classic Local Credit Card Credit Card
➢ MasterCard Gold Local Credit Card Credit Card
➢ MasterCard Classic International Credit Card Credit Card
Loans-advances Overview:
Dutch Bangla Bank offers a wide range of loans and advances to suit your needs. Amongst
them are the following.
➢ Retail Loan Products
➢ 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
➢ FMO Local currency Loan for SME
➢ FMO Foreign currency Loan
➢ Cash Credit (Hypothecation)
➢ Small Shop Financing Scheme
➢ Overdraft
33
6.3 Retail Marketing:
Retail Banking is always agile in taking new initiatives. Inherently, it needs to be customer
focused and marketing driven. Retail marketing drives this demand for the large array of
retail banking products of Dutch-Bangla Bank. Retail marketing of Dutch-Bangla Bank
creates value for customers in each product of the bank in order to build strong customer
relationships and capture value from customers in return. They generate the strategy that
underlines the sales technique, business communication and business development. They are
responsible for creating the brands of Dutch-Bangla [Link] unit of Retail Marketing Team
works side by side with the product team in order to integrate the product propositions with
the customers’ needs. The Retail Marketing unit is of prime importance within the functional
level of the bank as every unit needs to be in constant cross functional communication with
marketing team so that the team can fully comprehend the essence of each brand that is
created.
34
The major areas that the marketing team looks after are:
➢ Touch point branding and merchandising (Branch, ATMs)
➢ Strategic Alliance (Value proposition and features for different segments)
➢ Retail Brand management (Brand equity creation and health maintenance)
➢ Creative design
➢ Events and activations
From Premium Customers to Easy customers, Dutch-Bangla Bank is known for proficient
customer service to all. This is proven by the outstanding track record of customer’s
acquisition by the bank. The different segments of customers’ mean that customer behavior
varies widely. This varied behavior of customers mean that they need to be served with care
and need to be understood with passion. Retail Marketing is the sensory organ of the bank.
They create the receptive fields for each brand to emanate a particular sense, and they make
arrangements to deliver these senses to the customers’ lap. Either way, retail marketing
senses the pulse of the brands in order to create timeless global brands for the country. Some
brands of Dutch-Bangla Bank created by the Retail marketing team include: Retail Idol,
Platinum Card, and Future Star.
Channel Development:
Dutch-Bangla Bank has wide range of Banking channels that includes Branches, ATMs,
CDMs, Call Center, Phone Banking, Dutch-Bangla Bank Agent Banking (provides services
to the last-mile-people), Internet banking,Point of Sales [POS], etc). The objective of Channel
Development team is to reengineer the processes for banking channels to increase the overall
productivity. In addition to that, the team also contributes in the day to day functioning of the
Channels such as getting branch license, evening banking license, branch feasibility study
etc).
The major activities of Channel Development team are given below:
➢ Identification of improvement/development of process and services delivery
➢ Effectively manage projects (IT solution, Automation).
➢ Works with other divisions for setting up new Branches/ATMs
➢ Pay Back Period Analysis of proposed channels
➢ Tracking business growth of the Channels.
➢ Assists 4 segments in developing new products/services/processes.
35
➢ Be the contact point for co-ordination between branches & other head office
department.
➢ Work on capacity planning for branch banking (Teller, BSSO per day productivity).
➢ Assist HoBB / HoRB/Regional Heads of Branch Banking to monitor the performance.
➢ Communicate all official Messages to the Channels etc.
6.4 Retail Risks
Preface:
As a fast-growing bank in Bangladesh, Dutch-Bangla Bank Ltd. feels the necessity to
make right balance between the organization's opportunities and threats in managing
its risks. In this continuation, Dutch-Bangla Bank takes a best practice approach that
offers a structured and effective framework for Retail Banking support named Retail
Risks. Its aim is to help different segments of Retail Banking- branches and value
centers to achieve their objectives by identifying the risks, and then choosing the right
response to the threats or opportunities that are created by uncertainty and internal or
external audit.
What Retail Risks does:
Retail Risks supports better decision-making through a good understanding of risks and their
likely impact. It brings far-reaching benefits to Dutch-Bangla Bank Retail Banking Division.
These benefits include:
➢ Less time spent to deal with the unwelcome surprises
➢ Increased likelihood of change initiatives being achieved
➢ Reduced fraud and better value for money
➢ Better management of contingent and maintenance activities
➢ Improved service delivery
➢ Closer internal focus on doing the right things properly
➢ More efficient use of resources
➢ Greater competitive advantage
➢ Improved innovation
➢ Better basis for strategy setting
36
Retail Risks furnishes the above services for Retail Banking by implementing a number of
crucial steps which are as follows-
➢ Identify possible risks.
➢ Reduce or allocate risks.
➢ Provide a rational basis for better decision making with regards to all risks.
➢ Plan for future action
37
7 CONCLUDING PART
7.1 Findings:
Positive Findings:
Analyzing Customer loyalty and retail banking system of DBBL I have find out following
issues-
▪ DBBL always tries to satisfy their retail customers through good
quality product.
▪ DBBL tries to provide quick retail product facility to the customers
and try to solve retail product related problems of the customers as
soon as possible.
▪ All Relationship Managers have to up to date product Knowledge.
▪ DBBL doesn't change retail product interest rate in a short time.
▪ Most of the customers who are using DBBL retail product they are
loyal of the bank.
Negative Findings:
▪ The remuneration package dissatisfies the bankers because it is for
their hard work.
▪ Phone banking system found busy in many time.
▪ There is some hidden cost in retail products which cause the customer
sometimes in difficulty and sometimes the officers are not telling it to
the customers properly which in the long run can hamper their
business. Officers should clear every paisa about the costing to the
customer clearly.
7.2 Recommendations:
From the analysis and observation, the following recommendations have been formulated in
order to smooth operation of Banking Business and to make the A/C processing more
efficient-
▪ Skilled manpower in the line of Retail Banking Operation must be
accomplished through proper training, remuneration and job
satisfaction.
▪ Latest development in the business should be introduced accordingly.
38
▪ Since the whole process is largely depend on human skill, properly
planned training program should be arranged and implemented for the
improvement of technical and conceptual skills of the dealing officers.
▪ The time requirements in the processing of A/C have to be minimized.
▪ Step should be taken to improve the coordination between the officers
involved in the A/C issuing process.
▪ Service charge should be minimized.
7.3 Conclusion:
Dutch-Bangla Bank Limited (DBBL) is serving the market with practically full scope of
administrations. In spite of the fact that the quantities of branches are acceptable, Dutch-
Bangla Bank has constrained activity in our nation, however it ought to likewise be
noticed that inside the following not many years from its foundation, no bank could make
as great remaining as DBBL has now done. The bank is following a specific customary
advertising system and it is progressing admirably. In any case, with this advanced age,
the bank ought to improve its showcasing system just as limited time exercises. In the
event that it improves its advertising methodology and limited time exercises, at that point
it can pull in more clients towards this Bank and it will have more positive effect towards
its benefit pattern. Up until now, Dutch-Bangla Bank Limited has had the option to give
the best client support to the clients and they are likewise attempting to build up their
retail banking items dependent on the client's needs and needs. They trust in creating solid
relational relationship with the clients so that, they can give the great financial
administrations and can present their imaginative Retail Banking items to their current
and planned clients in a superior manner.
39
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41