Python Notes for mca i year students osmania university.docx
Research methodology final paper
1. Dutch Bangla Bank Ltd.
ATM Service Quality Research
Research & Methodology
2. This paper is Prepaid By:
Name
Md. Asif, Sultanul Arefeen
Hossain Md. Sharif
Khan, Imtiaj Yafi
Islam, Md. Tanvir
Babu, Md. Ahsan Habib
id
11-18454-1
11-18151-1
10-16166-1
10-16898-2
11-19211-2
This paper is prepaid for:
Dr. Nisar Ahmed
Associate Professor
& Director (MBA)
American International University-Bangladesh (AIUB)
Banani, Dhaka, Bangladesh
3. 13th December, 2013
Dr. Nisar Ahmed
Course Instructor
Department of Research & Methodology,
American International University-Bangladesh (AIUB)
Banani, Dhaka, Bangladesh
Subject: Submission of report
Dear Sir,
We have much pleasure to submit this report entitled “Dutch Bangla Bank ATM Service Quality
Research” a survey among Dhaka city which has been prepared in requirements of the Final
Examination in Research & Methodology.
Dutch Bangla Bank ATM Service is one of the top ATM Service in Bangladesh .This report
studies customer satisfaction level of Dutch Bangla Bank ATM Service and their service quality,
problem and customer demand of their product.
Finally, we are truly grateful to you for giving us this pleasant opportunity to work on this report.
Despite our all possible attempts, certain deficiencies may reside and we are sincerely regretting
this.
Sincerely yours,
Md. Asif, Sultanul Arefeen
Hossain Md. Sharif
Khan, Imtiaj Yafi
Islam, Md. Tanvir
Babu, Md. Ahsan Habib
Id-11-18454-1
Id-11-18151-1
Id-10-16166-1
Id-10-16898-2
Id-11-19211-2
2
4. Acknowledgment
Several people played an important role in the accomplishing of this thesis proposal. And we
would like to acknowledge them here. First, we would like to thank Dr. Nisar Ahmed, our thesis
adviser for the assistance and encouragement to pursue to this study. We also wish to thank our
classmates and friends, Badhon, Sharif, Tanvir, Babu and Yafi believing that we can finished this
thesis proposal before due date of submission. To Old an family, for the support in financial
aspect as well for the advice and assistance. To our family, for the generous support and for
inspiration. Thank you also for the unconditional love and fidelity. Last but not the least, we
thank Almighty God for reasons too numerous to mention. “How numerous you have made your
wondrous deeds o Lord, our God! And in your plans for us there is none to equal you, should I
wish to declare or tell them? They would be too many to recount.
3
5. Executive Summary
Automated Teller Machine technology is becoming more common than it ever was. ATMs
appear to be mainly provided by banks. Yet, their widespread adoption by customers of banks is
not clear, as it appears that peoples’ perception of the technology is diverse, which in turn affects
their decision to actually use ATMs or not. ATMs are set up to provide 24 hour services to bank
customers, who cannot expect to be able to transact with banks in the same period of time.
We are selected DBBL ATM to perform our survey program because Dutch-Bangla Bank is the
first bank in Bangladesh to be fully automated and introduce ATM service. DBBL also has the
largest ATM network in Bangladesh. This gives DBBL clients full access to ‘anytime anywhere’
banking nationwide. All international and many local banks use the DBBL ATM network for
their own clients. DBBL has installed over 1000 ATMs nationwide. As with most things, ATM
access to all DBBL ATMs is unlimited and free for all DBBL clients. If a client of a member
bank (not DBBL) uses a DBBL ATM, the member bank may add a transaction charge.
The purpose of this research is to highlight the problem, opportunity and opinion of using ATM
service. The main aim of this research is to highlight the issues that make people have phobia for
this innovation and to show the advantages that abound in the use of this technology.
The exercise sought to provide insights into;
I. The awareness of ATM
II. Reasons for using ATM
III. Level of usage
IV. Problems associated with usage
V.
Service demand for ATMs in terms of functions and features
The study is centered on the challenges and the issues that make people to be wary of the use of
ATM. It covers the problem of usage of DBBL ATM Service and also discover the opportunity
to develop the service.
4
6. Table of Contents
Content Name
Page Number
Profile of the Organization
- Mission
- Vision
- Core Objectives
- ATM Network
6&7
Introduction to the Report/Study
-Rationale of the Study
- Statement of the Problems
- Objectives of the Report/Study
- Scope of the Study
- Limitation of the Study
8
Review of Related Literature
9
Research Methodology
- Research
- Research Approach
- Sampling Method
- Data Collection Method
- Data Analysis Method
10
Analysis and Interpretation of the Data
-
-
PIE CHART
- BAR CHART
- Descriptive Statistics
Critical Analysis of each question
- Crosstabs
11-24
Findings of Study
25
Conclusions
26
Suggestions
27
References
28
Appendix
29-30
5
7. Profile of the Organization
Dutch-Bangla Bank Limited (DBBL) is a Bangladesh's most innovative and technologically
advanced bank. DBBL stands to give the most innovative and affordable banking products to
Bangladesh. Amongst banks, DBBL is the largest donor in to social causes in Bangladesh. It
stands as one of the largest private donors involved in improving the country. DBBL is proud to
be associated with helping Bangladesh as well as being a leader in the country's banking sector.
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".
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.
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.
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"
6
8. ATM Network
DBBL maintains its own network and automation without the involvement/assistance of any
third party companies. Access to ATM services fee is BDT 230 annually for DBBL clients.
Partner banks are charged a subsidized Tk. 10, although the end price for the customer may
be higher due to the extra charges levied by the partner bank.
DBBL has over 870 ATM's installed all over Bangladesh, making it the largest network by a
large margin. In 2009 DBBL announced the biggest its biggest expansion goal for its
network. The total number of ATMs will be 850 by the end of 2009 to cater the needs of
customers at their doorsteps. It also hinted that this may be the last ATM expansion due to
the increasing costs of subsidizing such a system, but clearly stated that it has no intention
of introducing any charges.
On the digital day (10/10/10), the DBBL inaugurated its (digital) 1000th ATM at the factory
premises of the GlaxoSmithKline, Chittagong. (As on 24 March 2012 it has more than 2000
ATM and 200 FT).
7
9. Introduction to the Report/Study
1.1 Rationale of the Study
We are prepaid this report as a part of our course. The main rationale of the study is by make this
report we enhance our performance on business research. Another reason of this report is to
develop the customer satisfaction level of DBBL ATM Service.
1.2 Statement of the Problems
Dutch Bangla Bank is one of the largest bank in Bangladesh. They have also the highest number
of ATM booth all over the country. ATM is an important and emergency service for its users. So
it should need to open 24*7 days in a week. But for some reasons it is not possible, so customer
are face the problem. As it is directly related with customer satisfaction. So it souls need a survey
and develop the service.
1.3 Objectives of the Report/Study
DBBL has the largest ATM network in Bangladesh. This gives DBBL clients full access to
anytime anywhere banking nationwide they have a large number of customer who use the ATM
service.
The objectives of the report is:
To find out the problem on ATM service of Dutch- Bangla bank.
Study the level of ATM service
Study the level of customer satisfaction
Find the service demand of DBBL customer. Like, safety, location, ATM system etc.
1.4 Scope of the Study
ATMs provide service round the clock. The customer can withdraw cash up to a certain a limit
during any time of the day or night. ATMs are of great help to travelers. They need not carry
large amount of cash with them. They can withdraw cash from any city or state, across the
country and even from outside the country with the help of ATM.
1.5 Limitation of the Study
One of the major limitations of this study was the time limitation. For survey work it was not
possible to take the sample size is 100. Within a very short time it was not possible for us to collect
data from section and work in every department. There are also some limitations those are follows8
10.
All the customer were very much busy with their day to day work. So they could not
provide us enough time.
Field secrecy was also one of the major problems.
We carried out such a study for the first time, so inexperienced is one of the main
constraints of the study.
Review of Related Literature
At the time of survey we use Dutch Bangla Bank Ltd. Official website for the purpose of
located the ATM location. We will also use Google search Engine for develop the project.
We use Google as our helping hand. We are also review some social blog and newspapers
articles. Where DBBL ATM user are shared their experience to use DBBL ATM Service.
9
11. Research Methodology
Research Design
The purpose of this study is to gain consumer insights about performance of Dutch Bangla Bank
ATM service. For example, what major types of problems the users are facing and the feedbacks
from the users like their suggestions towards Dutch Bangla Bank ATM service for the
improvement of their service quality.
Research Approach
The respondents will be the users who are interested to cooperate. To collect the data we will go
through an in-depth interview method.
Sampling Method
The in-depth interview procedure for this study will be limited to Dhaka city only as there are
some certain limitations. And, it has been already mentioned that, the interview will be only on
the users of Dutch Bangla Bank ATM service.
Moreover, the researcher will have to figure out, whether the respondents fall under the category
or not. If they fall, then they will be interviewed for 30 minutes. The sample size will be100 for
this study.
Data Collection Method
The primary data will be collected from the users of Dutch Bangla Bank ATM service.
Moreover, these data will be gathered directly from the respondents through an in-depth
interview.
Data Analysis Method
The data analysis of this research will be mostly represented on qualitative manner. It has been
mentioned earlier that, the data will be gathered by an in-depth interview .As a result the analysis
will be qualitative. However, there will be few quantitative solutions.
10
12. Analysis and Interpretation of the Data
Frequencies Table-1
you are getting the service 24x7
Cumulative
Frequency
Valid
strongly disagree
Percent
Valid Percent
Percent
2
2.0
2.0
2.0
disagree
16
16.0
16.0
18.0
average
18
18.0
18.0
36.0
agree
36
36.0
36.0
72.0
strongly agree
28
28.0
28.0
100.0
100
100.0
100.0
Total
PIE CHART:
Analysis: We done our survey within 100 sample. About getting 24*7 service 2 are strongly
disagree, 16 are disagree,18 are average,36 are agree and 28 are strongly agree. This represents
that most are getting the service 24*7.
11
13. Frequencies Table-2
you ever face any difficulties with using ATM service
Frequency
Valid
Percent
Valid Percent
Cumulative
Percent
Yes
56
56.0
56.0
56.0
No
44
44.0
44.0
100.0
100
100.0
100.0
Total
PIE CHART:
Analysis: The pie chart and frequency table show that among 100 sample 56 are facing
difficulties and 44 are not facing any difficulties. This represent maximum sample of our survey
are facing difficulties with using ATM service.
12
14. Frequencies Table-3
you are satisfied with service charge of ATM card
Frequency
Valid
strongly disagree
Percent
Valid Percent
Cumulative
Percent
2
2.0
2.0
2.0
disagree
14
14.0
14.0
16.0
average
34
34.0
34.0
50.0
agree
36
36.0
36.0
86.0
strongly agree
14
14.0
14.0
100.0
100
100.0
100.0
Total
PIE CHART:
Analysis: The frequency table and pie chart shows us the satisfaction level of the ATM card
service charge. Among them 2 are strongly disagree, 14 are disagree, 34 are average, 36 are
agree and 14 are strongly agree. This represents that most sample are not fully satisfied with the
service charge of the ATM card.
13
15. Frequencies Table-4
the ATM service quality should be improved
Frequency
Valid
strongly disagree
Percent
Valid Percent
Cumulative
Percent
15
15.0
15.0
15.0
disagree
2
2.0
2.0
17.0
average
14
14.0
14.0
31.0
agree
31
31.0
31.0
62.0
strongly agree
38
38.0
38.0
100.0
100
100.0
100.0
Total
PIE CHART:
Analysis: In the ATM service quality level most sample are think that the service quality should
be improved more. Among 100,15 are strongly disagree,2 are disagree,14 are average,31 are
agree and 38 are strongly agree. So the ATM service quality should be improved more.
14
16. Frequencies Table-5
Which starting amount do you think suitable for all?
Frequency
Valid
Percent
Valid Percent
Cumulative
Percent
100
60
60.0
60.0
60.0
500
35
35.0
35.0
95.0
1000
5
5.0
5.0
100.0
Total
100
100.0
100.0
BAR CHART:
Analysis: This frequency table and bar chart shows us that 60 sample are prefer 100tk. Starting
amount from the ATM booth, 35 are 500tk.and 5 are prefer 1000tk.amount. So this represents
that the starting of ATM booth should be 100tk.amount.
15
17. Frequencies Table-6
you feel secured using the ATM service
Frequency
Valid
strongly disagree
Percent
Valid Percent
Cumulative
Percent
2
2.0
2.0
2.0
disagree
13
13.0
13.0
15.0
average
26
26.0
26.0
41.0
agree
26
26.0
26.0
67.0
strongly agree
33
33.0
33.0
100.0
100
100.0
100.0
Total
PIE CHART:
16
18. Analysis: In security matter 2 are strongly disagree, 13 are disagree, 26 are average, 26 are
agree and 33 are strongly agree. This represents that most of the sample are fell secured when
they are using the ATM service.
Frequencies Table-7
you are satisfied with using Dutch Bangla Bank ATM service
Frequency
Valid
Valid Percent
1
1.0
1.0
1.0
disagree
13
13.0
13.1
14.1
average
24
24.0
24.2
38.4
agree
45
45.0
45.5
83.8
strongly agree
16
16.0
16.2
100.0
Total
Missing
strongly disagree
Percent
Cumulative
Percent
99
99.0
100.0
1
1.0
100
100.0
System
Total
PIE CHART:
17
19. Analysis: Satisfaction with using Dutch bangle bank ATM service 1are strongly disagree, 13are
disagree, 24are average, 45are agree, 16are strongly agree and 1 are missing. So this represent
that most sample are satisfied with using the service of Dutch bangle bank ATM service.
Frequencies Table-8
fast track ATM service is better than any other general booth
Frequency
Valid
strongly disagree
Percent
Valid Percent
Cumulative
Percent
11
11.0
11.0
11.0
disagree
5
5.0
5.0
16.0
average
11
11.0
11.0
27.0
agree
30
30.0
30.0
57.0
strongly agree
43
43.0
43.0
100.0
100
100.0
100.0
Total
PIE CHART:
Analysis: This frequency table and pie chart shows that most sample are think fast track ATM
service is better than any other general booth. Among 100,11are strongly disagree, 5 are
disagree, 11 are average, 30 are agree and 43are strongly agree. Fast track booths are more useful
than the general booths, that why most are go with fast track ATM booths.
18
20. Frequencies Table-9
how many days you are using the ATM service
Cumulative
Frequency Percent Valid Percent
Percent
Valid less than 6 months
15
15.0
15.0
15.0
less than one year
14
14.0
14.0
29.0
more than one year
71
71.0
71.0
100.0
100
100.0
100.0
Total
PIE CHART:
Analysis: 71 sample are using the ATM service more than one year, 14 are less than one year
and 15 are less than 6 month. This represents most sample are using the ATM service more than
one year.
19
22. Descriptive Statistics
Descriptive Statistics
N
Minimum Maximum
Mean
Std.
Deviation
Dutch Bangla bank
ATM service is better
than any others bank
ATM service
100
1
5
3.53
1.185
the ATM service quality
should be improved
100
1
5
3.75
1.381
Valid N (list wise)
100
Descriptive Statistics
N
Minimum Maximum
Mean
Std.
Deviation
you ever face any
difficulties with using
ATM service
100
1
2
1.44
.499
you are satisfied with
using Dutch Bangla
Bank ATM service
99
1
5
3.63
.943
Valid N (list wise)
99
21
23. Descriptive Statistics
N
Minimum
Maximum
Mean
Std. Deviation
there is available ATM
booth all over the country
100
2
5
3.99
1.141
there is available fast track
booth
100
2
5
3.60
.841
Valid N (list wise)
100
Descriptive Statistics
N
Minimum
this ATM service is easy to
use for the customers
100
Valid N (list wise)
1
100
22
Maximum
5
Mean
4.05
Std. Deviation
1.123
24. Critical Analysis of each question
Question No-1: Dutch Bangla bank ATM service is better than any others
bank ATM service.
Analysis: In this question we see that mean is 3.53 and Std. Deviation is 1.185 so it represent
that most of the sample’s are agree with it.
Question No-2: the ATM service quality should be improved.
Analysis: In this question we see that mean is 3.75 and Std. Deviation is 1.381 so it represent
that most of the sample’s are agree with it.
Question No-3: you ever face any difficulties with using ATM service
Analysis: In this question we see that mean is 1.44 and Std. Deviation is .499 so it represent that
most of the sample’s are face difficulties with using ATM service.
Question No-4: you are satisfied with using Dutch Bangla Bank ATM
service.
Analysis: In this question we see that mean is 3.63 and Std. Deviation is .943 so it represent that
most of the sample’s are agree with it.
Question No-5: there is available ATM booth all over the country
Analysis: In this question we see that mean is 3.99 and Std. Deviation is 1.141 so it represent
that most of the sample’s are strongly agree with it.
Question No-6: there is available fast track booth
Analysis: In this question we see that mean is 3.60 and Std. Deviation is .841 so it represent that
most of the sample’s are agree with it.
Question No-7: this ATM service is easy to use for the customers
Analysis: In this question we see that mean is 4.05 and Std. Deviation is 1.123 so it represent
that most of the sample’s are agree with it.
23
25. Crosstabs
there is available ATM booth all over the country * there is available fast track booth
Cross tabulation
Count
there is available fast track booth
disagree
there is available ATM disagree
booth all over the
average
country
agree
average
agree
strongly agree
Total
3
1
17
8
5
0
14
3
7
9
3
22
0
14
21
12
47
7
Total
0
1
strongly agree
13
42
35
16
100
Analysis: From 17 sample who disagree that there is available ATM booth all over the country 3
are disagree,13 are average,0 are agree, 1 are strongly agree about there is available fast track
booth, from 14 average sample 1 are disagree,8 are average,5 are agree, 0 are strongly agree,
from 22 agree sample 3 are disagree, 7 are average,9 are agree, 3 are strongly agree and from 47
strongly agree sample 0 are disagree, 14 are average, 21 are agree, 12 are strongly agree.
24
26. Findings of Study
Based on the overall results of the completed surveys, we found that Dutch Bangla Bank Ltd.
ATM service success is immediate as there is a demand for such service in the local
banking. To doing survey we found that maximum average customer of DBBL is
male and maximum customer are married and there average age is between 2040.We observed 46% ATM user by pro fession student. So at the time o f introduce
of any new service DBBL should consider the figure. Most of Most of the customer of
Dutch Bangla Bank Ltd. ATM service think that DBBL provide better service than any other
Bank ATM Service and they are really satisfy. But they become more satisfied if the yearly
service charge will reduced and again introduce the minimum cash out is 100 TK. Most of the
customer is also think that quality of service should be improved.
25
27. Conclusions
The Survey result showed that customer satisfaction of DBBL ATM Service quality is
questionable, because the result showed that 56 Cumulative Percent people are face problem
with using ATM Service. In the comment section we also observed that most of the people face
network or money shortage problem with the ATM. Some people also report to us that sometime
they found the machine is under repairable in longtime. So we think that it is need to take correct
action quickly and Check the ATM machine regularly. Also need to increase the service people
of ATM machine. The ATM management team of Dutch Bangla Bank Ltd. must realize that
ATM is emergency money withdraw place. So it is need to follow the total management as
emergency as it is. If the customers will left the bank then it is normally down the profit. So
think about the existing customer who is regularly help the bank to increase profit then think
about the future customer who might help. If the bank follow this rule then automatically
increase their profit as well as increase customer’s satisfaction level.
26
28. Suggestions
In this report we are suggest some suggestions. If DBBL management follow those suggestions
then they will easily make a strong bonding with their customer. The suggestion is give below:
I.
Network Development: At the time of survey we observed that most of the customer who
every face the problem from them most of them are face network problem. As we all know that
ATM machine is worked by the internet network. So it is necessary to develop the network. So
that the bank is ensured the 24*7 service.
II.
Include 100 taka in the list of withdrew: At the time of survey we also observed that 60% of the
customer is think that 100 take is need the minimum withdrew level from the ATM booth.
III.
Reduce the ATM yearly charge: A highest number of customer think that ATM yearly charge is
need to reduce as it is possible. They think that yearly charge is too much. So our suggestion is
that reduce the ATM yearly charge.
IV.
Increase the Security of ATM booth: A number of people is feel insecure to withdraw money
from the ATM booth because of lack of security of ATM booth. So our suggestion is Increase the
security of ATM booth. We also suggest add CC camera in all the booth and check time by time
that it is worked properly or not.
V.
Make an awareness campaign about using the ATM Service: In our country lots of people are
not using the ATM service because of negative campaign. If the DDBL is make an awareness
campaign about the positive side of using the ATM service. Then more and more people are
inspired to using ATM service.
27
29. References
Dutch-Bangla Bank Limited ATM Locations
http://www.dutchbanglabank.com/DBBLWeb/atmlocation.jsp
Dutch-Bangla Bank Limited- http://www.dutchbanglabank.com/index.html
http://en.wikipedia.org/wiki/Dutch_Bangla_Bank
Dr. Nisar Ahmed, Associate Professor & Director (MBA)
http://www.somewhereinblog.net/blog/nolihatabd/29620636
http://www.somewhereinblog.net/blog/nayeemewudhkblog/28908644
http://www.banglanews24.com/detailsnews.php?nssl=50d2be98900f1d8a2fb3c3207c6d3
1b9&nttl=19062012120279
http://www.somewhereinblog.net/blog/colonel/29618043
http://www.somewhereinblog.net/blog/talukdarzahid/29611005
https://www.amarblog.com/index.php?q=bounduley/posts/135627
http://arthosuchak.com/article/1957#.UqE0SE5PIQc
http://www.dailynayadiganta.com/details.php?nayadiganta=MTA0Mw==&s=Mg==
http://news39.net/news/01204017008
http://prothom-aloblog.com/posts/7/164916
28
30. Appendix
Here is a sample question part that we used during the survey time.
Personal information
Name:
Gender:
Male
Female
Age:
18-27
28-37
Profession:
Service
Business
Marital Status:
Married
Place (Where you lived):
Uttara
37 & above
Student
Housewife
Others
Unmarried
Gulshan- Banani
Motijheel-Ramna
Mirpur-Mohammadpur
Dhanmondi
Others
29
31. Questionnaire Part
1. You are getting the service 24x7
Strongly agree
Agree
Average
Disagree
strongly disagree
2. You ever face any difficulties with using ATM service?
(If any than mention what type of problem)
Yes
No
Comment…………………………………………
3. Which starting amount do you think suitable for all?
50
100
500
1000
4. There is available ATM booth all over the country
Strongly agree
Agree
Average
Disagree
Strongly disagree
5. The location of ATM booth is perfect for customer?
Strongly agree
Agree
Average
Disagree
Strongly disagree
6. How many days you are using the ATM service?
Less than 6 months
Less than one year
More than one year
7. Dutch Bangla Bank ATM service us better than any other bank ATM service
Strongly agree
Agree
Average
Disagree
Strongly disagree
8. Fast track ATM service is better than any other general booth?
Strongly agree
Agree
Average
Disagree
Strongly disagree
9. This ATM service is easy to use for the customer
Strongly agree
Agree
Average
Disagree
Strongly disagree
10. The ATM service quality should be improved
Strongly agree
Agree
Average
Disagree
Strongly disagree
11. There is available fast track booth
Strongly agree
Agree
Average
Disagree
Strongly disagree
12. You fell Secured using the ATM service
Strongly agree
Agree
Average
Disagree
Strongly disagree
13. You are satisfied with service charge of ATM card
Strongly agree
Agree
Average
Disagree
Strongly disagree
14. You are satisfied with using Dutch Bangla Bank ATM service
Strongly agree
Agree
Average
Disagree
Strongly disagree
15. If, you have any suggestion, mention below-
30
