Consumer behavior of DBBL

1. Well Come To The
Presentation of Consumer
Behavior

2. Topic: Research and Analysis of Customer
Satisfaction of DBBL Mobile Banking

3. GROUP NAME ATOMIC
GROUP MEMBERS:
Sheikh Arifin Islam
ID-11122101226
MD. Tanvir Faisal
ID-11122101227

4. Bangladesh is a rapidly growing economic country. Here importance of currency transferring and
transaction system is increasing. For the securing of money transferring and transaction we need a
developed and useful banking system and here the DBBL Mobile Banking comes. DBBL Mobile
Banking is not only the ordinary money transferring system rather than it is a banking system
which is work through the mobile phone.
In our report, we are research and analysis the satisfaction level of DBBL Mobile
Banking’s users. To measure the consumer satisfaction of DBBL Mobile Banking, we have
collected necessary information through the Survey by questionnaire and others secondary
sources.
In this report you will be found, the objective of this report, company profile, mission,
vision, goal and managements. Beside this there is also analysis of customer satisfaction based on
survey, major findings of the analysis and some necessary recommendations.
Executive Summary

5. DBBL has mainly two objectives in mobile banking system. These are:
General Objectives:
The general objective of this report is to research and analyses side by side
learn about the consumer satisfaction of DBBL Mobile Banking.
Specific Objectives:
The specific objective of this study is to learn about the formal report
writing and to know about the product, recommendation to measure
customer satisfaction.
Objectives of the Report

6. Types of research design:
It is a descriptive types of research and the analysis is showed in graphical
view.
Sources of data:
 Primary data are collected through survey.
 Secondary data are collected from websites, blogs, magazines etc.
Sampling plan:
 Population: Here, people of mirpur-1 area are considered.
 Sample elements: Single ones are the elements here.
Methodology

7.  Sampling frame: due to secrecy, the organization didn’t provide anything.
 Procedure: non-probability convenience sampling procedure was used.
 Sample size: The sample size was 30.
Limitations:
It was a huge experience to complete the assignment. But during the mean time,
we have to face some limitations such as.
 Lack of data related to DBBL mobile banking.
 Huge time kills in survey.
 Analysis was tough and time consuming.
 Costing was a little bit of pressure for us.
Methodology {continue…}

8. Name DBBL Mobile Bank
Parent Company Dutch Bangla Bank Limited.
Type Public company
Traded as DSE: Dutch Bangla
Industry Banking
Founded Dhaka, Bangladesh (1995)
Headquarters Motijhil, Dhaka
Products Banking service, ATM, Consumer,
Corporate, Invest Banking and
Mobile Banking.
Slogan Your Trusted Partner
Company Profile

9. “To become a leading banking institution and play a pivotal role in the
development of the country”
DUTCH BANGLA BANK dreams of better Bangladesh, where arts and
letters, sports and athletics, music and entertainment, science and education,
health and hygiene, clean and pollution free environment and above all a
society based on morality and ethics make all our lives worth living.
DBBL’s Vision

10. • To employ funds for profitable purposes in various fields with special
emphasis on small scale industries.
• To search for newer avenues for investment and develop new products to suit
such needs.
• To establish linkage with other institutions which are engaged in financing
micro enterprises.
• To cooperate and collaborate with institutions entrusted with the
responsibility of promoting.
DBBL’s Goals

11.  To establish relationship banking and improve service quality through
development of Strategic Marketing Plans.
 To remain one of the best banks in Bangladesh in terms of profitability and assets
quality.
 To introduce fully automated systems through integration of information
technology.
 To ensure an adequate rate of return on investment
 To keep risk position at an acceptable range (including any off balance sheet
risk)
DBBL’s Objective

12. Management

13. We have used survey techniques to identify the customer
satisfaction of DBBL Mobile Banking service.
Analysis of the Survey
1. Do you familiar with DBBL Mobile Banking?
72%
28%
Feedback
Yes
No
Analysis:
According to this question of survey we have found that around 72% people
are familiar with DBBL Mobile Banking.

14. 2. Do you think DBBL Mobile Banking available around you?
0%
13% 7%
37%
43%
Feedback Result
Strongly Disagree
Disagree
Natural
Agree
Strongly agree
Analysis:
According this question we have found that 80% people are found DBBL
Mobile banking service nearby of them.
Analysis of the Survey

15. 3. Do you think DBBL Mobile Banking is easy and fast to use?
7% 3%
17%
36%
37%
Feedback Result
Strongly
Disagree
Disagree
Natural
Agree
Strongly agree
Analysis:
According this question we have found that 73% people are thought that
DBBL Mobile banking service easy to use and fast service.
Analysis of the Survey

16. 4. Do you think using DBBL Mobile Banking is financially secure?
7% 3%
20%
43%
27%
Feedback Result
Strongly
Disagree
Disagree
Natural
Agree
Strongly agree
Analysis:
According this question we have found that 70% people are thought that DBBL
Mobile banking service is financially secure. You have to carry only the mobile not
need to keep large amount of cash.
Analysis of the Survey

17. 5. The opening of DBBL Mobile Banking is easy than any other mobile
banking service?
3% 7%
13%
44%
33%
Feedback Result
Strongly
Disagree
Disagree
Natural
Agree
Strongly agree
Analysis:
According this question we have found that 77% people are thought that DBBL
Mobile banking service opening is easier than others mobile money transferring
organization.
Analysis of the Survey

18. 6. DBBL Mobile Banking secures your money in transfer and transaction?
0% 3% 3%
60%
34%
Feedback Result
Strongly
Disagree
Disagree
Natural
Agree
Strongly
agree
Analysis:
According this question we have found that 94% people are thought that DBBL
Mobile banking service is securely transfer and transaction the money of the
account holder.
Analysis of the Survey

19. 7. DBBL Mobile Banking is the suitable for everyone to use?
3%
17%
13%
37%
30%
Feedback Result Strongly
Disagree
Disagree
Natural
Agree
Strongly
agree
Analysis:
According this question we have found that 67% people are thought that
DBBL Mobile banking service is suitable to use for everyone.
Analysis of the Survey

20. 8. DBBL Mobile Banking is charged less money than any other mobile
banking service?
0%
17%
26%
30%
27%
Feedback Result
Strongly
Disagree
Disagree
Natural
Agree
Strongly agree
Analysis:
According this question we have found that 57% people are thought that DBBL
Mobile banking service is charging less money than the other mobile banking
organization or mobile money transfer organization.
Analysis of the Survey

21. 9. DBBL Mobile Banking’s balance recharge service is useful to you?
0% 10%
17%
43%
30%
Feedback Result
Strongly
Disagree
Disagree
Natural
Agree
Strongly agree
Analysis:
According this question we have found that 73% people are thought that
DBBL Mobile banking balance recharged service is useful.
Analysis of the Survey

22. 10. DBBL Mobile Banking is more secure than using ATM Card?
0%
17%
23%
37%
23%
Feedback Result
Strongly
Disagree
Disagree
Natural
Agree
Strongly agree
Analysis:
According this question we have found that 60% people are thought
that DBBL Mobile banking service is more secure than using ATM
cards.
Analysis of the Survey

23. 11. DBBL Mobile Banking is also use for Shopping and payment of
bill?
3% 10%
20%
40%
27%
Feedback Result
Strongly
Disagree
Disagree
Natural
Agree
Strongly agree
Analysis:
According this question we have found that 67% people are thought that
DBBL Mobile banking service is good for shopping and payment of
various bills.
Analysis of the Survey

24. 12. How much satisfied you are to use DBBL Mobile Banking?
15%
9%
21%31%
24%
Feedback Result
Strongly
Disagree
Disagree
Natural
Agree
Strongly agree
Analysis:
According this question we have found that 66% people are
satisfied by using DBBL Mobile Banking Service.
Analysis of the Survey

25. Major Findings
From our report analysis, finally we have found some major findings. These
findings are given as followings:
DBBL Mobile Banking is rapidly growing though is a new kind
baking system. DBBL Mobile banking is covering most of the area of
Bangladesh. So, it is now available to everywhere near your location.
DBBL Mobile banking is much easier than other money transfer
service. Only having a normal mobile can ensure the use of DBBL Mobile
banking service.
DBBL keep the money is totally in a digitally internet based security
system, there is no chance to be robbed or such other things.
DBBL mobile banking service created on that way those persons who
are able to use a basic mobile phone are eligible to use this service.
DBBL mobile bank provides anywhere anytime balance recharge
service to the people for communication.

26. Recommendations
From the survey analysis, we have found some minor problems that we like
to recommend for both the DBBL Mobile bank & it’s users.
As we said, that we have analysis the survey we found that DBBL
Mobile Banking users are demanding less money charged from the DBBL. So
we recommend that DBBL Mobile Bank authority should reduce there per
transaction charge. It surly provide them more satisfied customer and more
satisfied customer bring more profit.
We also have found that, some person think that DBBL is not suitable
for everyone, though they are covering most of the areas of Bangladesh as
well as the outside of country.
But in practical view we observe that DBBL provide agent for who
are not capable to use mobile. So we recommended that DBBL Mobile
banking authority should start a proper promotional activity to clear how to
use of DBBL mobile banking.

27. Conclusion
Surely DBBL Mobile Banking is a new edge of banking system in
Bangladesh. Like him there are more bank are started this new kind of
banking system.
So it is important for DBBL that to ensure the customer satisfaction to keep
them in DBBL’s track. As our suggested humble recommendation can help
to ensure the gradually increasing of satisfactory level of DBBL Mobile
Bank users.
Finally, based on our survey we can say that DBBL Mobile Banking is going
to be the major brand leader of mobile banking in our country.