ASA UNIVERSITY BANGLADESH

ASSIGNMENT ON

SUBMITTED TO: 1

Rebeka Sultana Liza

(Course teacher)

Business Communication

SUBMITTED BY: 1. Mahmuda (ID: 081-12-0399) 2. Zannatul Ferdous (ID: 081-12-O4O3) 3. DM SAMS-UZ-ZAMAN (ID: O81-12-0382)
4. Azizur Rahman Azad (ID: 081-12-0407) 5. Emran Kayes (ID: 081-12-0406) 6. ABU SALEH MD. TARIQUE ADNAN (ID: 081-12-0404)

Batch: 3RD Section: J

LETTER OF TRANSMITTAL
7TH April 2009
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Rebeka Sultana (Liza) Course teacher Faculty of Business ASA University Bangladesh.

Subject: Customer retention in Bank.

Dear Madam, Its great pleasure for us that, we are going to present a report on Customer retention in Bank You assigned us this topic for prepare a report. We know that Dutch-Bangla Bank is one of the leading banks in Bangladesh. Since 1996 it has been providing different service very effectively. Dutch-Bangla Bank employees communication channel is very effective and strength. Thats why they make good profit every year. So we want to know the Communication channel strength and effectiveness of Dutch-Bangla Banks executives. As the topic of our report goes Customer retention in Bank. Working on this research has given us the opportunity to theoretical with practical experience. This project gives a wide view of the existing situation of Communication channel strength and effectiveness different aspects regarding this particular topic. We would be very happy to provide you with clarifications regarding our research. Yours truly, MAHMUDA (ID: 081-12-0399) ZANNATUL FERDOUS (ID: 081-12-O4O3) DM SAMS-UZ-ZAMAN (ID: O81-12-0382) ABU SALEH MD.TARIQUE ADNAN (ID: 081-12-0404) AZIZUR RAHMAN AZAD (ID: 081-12-0407) EMRAN KAYES (ID: 081-12-0406)

ACKNOWLEDGEMENT
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We would like to thank our honorable course teacher Rebeka Sultana (Liza) giving us the chance to write this report on Customer retention in Bank. Thanks to her that we were able to understand this report properly. She has motivated us all the time by giving suggestions and delivering supporting materials about the study. Next thanks go to MOHAMMAD ZAFRUL ISLAM gives us an appointment without any bureaucratic process and also give us information about the organization. We also very grateful to all of our group members who had their important contribution to making this report. We would like to thanks to those people whom we interviewed, and to all other people who were supported us, while making this report. Finally, our gratitude along with thanks goes to The Almighty Allah for keeping everything on the right time.

ABSTRACT

Customer retention is a most important factor of Bank. A bank that is bad in dealings, like in conveying his ideas to customer, bank who is bound to fail. In his day-to-day activities, Banks are highly depending on the customers satisfaction. Banks has also to understand the art of satisfying the customer. So that Bank can give maximum contribution to satisfy its customers as well as be able to retain the customers. Good banks managers develop this art in due course by understanding the people and on the basis of trips of good communication. They also take advantage their own experiences. It has been observed that one particular method is not good for all customers. Personal factors of a customer have to be taken into account if one wants to retain their customers. We make a report on Customer retention in bank, which is the most important part of a bank.

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

TABLE OF CONTENTS
SL NO. 1. 2. 3. 4 Letter of Transmittal Acknowledgement Abstract Executive summary Background 6. 7. 8. 9. 10. 11. 12. About Dhaka Bank Methodology of the study Limitation of the study Questionnaire and Analysis Conclusion Questionnaire Bibliography 1 2 5 6 9 6-10 10 11-12 13-26 27 28-32 33

Title

Page no

Chapter -1: Introduction

1.1 Background
A report is something about a comment on specific considerable matter. Its says positive and negative on a particular subject and given proposals and suggestions for further improvement if the report is on customer retention, it will be an analysis on the customer retention of that bank and overall customer satisfaction on the provided service by a bank DUTCH BANGLA BANK LTD is one of the leading bank in Bangladesh, is very much dedicated for ensuring quality service to its customers. This report is about the customer retention in bank by DUTCH BANGLA BANK.

1.2 Statement of the problem

Customer retention is very important thing for a bank Institute. The growth of any bank institute is highly depending on the satisfaction of its up going customer. People like to transect their money in that Banks which is more secure and ensure the best quality to their customers. If a bank is able to satisfied its customers its must be able to reach its desire goal. So, the statement of problem is HOW THE BANK RETAINS CUSTOMER BY PROVIDING SERVICE. Here discussing issue will be the customer satisfaction and providing services.

1.3 Objective of the study

The objective of the study is o How one bank can retain their customer? o Why customers are switch to another bank. o How much fruitful of the provided service. o What is the customer demand?

1.4 Scope of the study

The report really focused on: o A broad overview about the organization. o The customer retention policy of the bank. o Customers view point about the given services.
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o Proposals and suggestions for future improvement.

1.5 Limitations of study

Regarding data collection surveying, I had to go through many limitations, which may possibly affect the study a little bit. Data has been collected from primary and secondary sources. The purity of the study was dependent on the fairness of the collected data. I have tried my level best to collect and process the whole reliable data from different sources.

Lake of co-operation: Sometimes the employees did not want to co-operate with me because they have different attitude and way of behavior. So, it was difficult for us to survey.

Lake of seriousness: Sometimes respondents are not seen serious and some of them answer the questionnaire as a fun.

Data collection from different locations: Sometimes an alternative source was chosen, putting behind the targeted one.

Wrong thinking: When we requested some particular female customers they thought us wrong, as we were trying to irritate them.

Lack of funds: We are student and we do not have any earning source, it was very hard for me to collect, process and surveying the data. Lack of time: Time is a big matter for preparing this kind of research. So, the report

would have been much better if more time was available to concentrate and prepare the report.

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Chapter-2: Methodology

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Methods of Collecting Data :

The paper has been prepared on the basis of data collected from both primary and secondary sources. Primary sources of data are mainly obtained from my selected organization Dutch Bangla Bank as interview survey and we help more from our course instructor and I also got help from some of my class-mates and seniors. Primary: We have got the primary information through interview, observation and dissection etc. Secondary: We have got the primary information through our book, Annul report of Dutch Bangla Bank Ltd. and Internet. Study Approach: Study approach was survey category and observation which is based on summation score. A summation of job is more sophisticated. Study Instruments: Evaluation Form: We make Evaluation Form to evaluate the Customers point of view. Questionnaire: We make Questionnaire for take practical information about the topic. Interview: The interview was face-to-face. Mechanical Instrument: We used paper, pencil, voice recorder, cell-phone, computer, printer etc.

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Chapter-3 : Company Profile

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About Dutch-Bangla Bank Ltd.

Dutch-Bangla Bank Limited Type Commercial bank Founded Dhaka, Bangladesh Headquarters Bangladesh Industry Banking Products Banking services

Bangladesh economy has been experiencing a rapid growth since the '90s. Industrial and agricultural development, international trade, inflow of expatriate Bangladeshi workers' remittance, local and foreign investments in construction, communication, power, food processing and service enterprises ushered in an era of economic activities. The Bank was incorporated as a public limited company under the Companies Act. 1994. The Bank started its commercial operation on June 3, 1996 with only one branch. The Bank has 64 branches across the country and a wide network of correspondents all over the world. The Bank offers the full range of banking and investment services for personal and corporate customers. Dutch-Bangla Bank Ltd. is the preferred choice in banking for friendly and personalized services, cutting edge technology, tailored solutions for business needs, global reach in trade and commerce and high yield on invest.

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The Board and its Committees

The Board
Chairman: Mr. Abul Hasnat Md. Rashidul Islam Directors:
Mr. Zaheed Hossain Khan Mr. Bernhard Frey : Nominee of Etacol Hong Kong Limited Mr. Shahabuddin Ahmed : Elected from General Shareholders' group Mr. Md. Shahidur Rahman Mr. Md. Yeasin Ali : Ex-officio Director

The Committees of the Board

1. Executive Committee of the Board of Directors
i) Mr. Abul Hasnat Md. Rashidul Islam - Chairman ii) Mr. Zaheed Hossain Khan - Member iii) Mr. Md. Shahidur Rahman - Member iv) Mr. Md. Yeasin Ali - Member

2. Audit Committee of the Board of Directors

i) Mr. Zaheed Hossain Khan - Chairman ii) Mr. Shahabuddin Ahmed - Member iii) Mr. Md. Shahidur Rahman - Member

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Sponsor Shareholders

Main Communication channel hierarchy of Dutch Bangla Bank

BOAR D

CHIEF EXICUTIVE OFFICER

MANAGING DIRECTOR

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Mission Statement
Our 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". Our 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. Our Goal Dutch-Bangla Bank believes in its uncompromising commitment to fulfill its customer needs and satisfaction and to become their first choice in banking. Taking cue from its pool esteemed clientele, Dutch-Bangla Bank intends to pave the way for a new era in banking that upholds and epitomizes its vaunted marques "Your Trusted Partner". Their Branches Presently Dutch Bangla Bank is operated in 18 different districts with 64 Branches, Dutch Bangla Bank has built its reputation as one of the leading banks in the private sector throughout these years. Mr. Md. Yeasin Ali, Managing Director of the Bank is seen receiving the ICAB National Award-2006 (Second prize) for the best published Accounts and Reports in Financial Sector (Banking) from Dr. A.B. Mirza, Md. Azizul Islam, Hon'ble Adviser for Finance, Planning, Commerce and Posts & Telecommunications.

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Chapter-4: Policy & Strategy

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Policy & Strategy:

To retain their customer with satisfaction Dutch Bangla bank

provides all kinds banking facility to customers. DBBL assure the following Policy &

Strategy to their customers

FUNCTION OF THE ORGANIZATION: Banking ProductsDeposit :

Savings Deposit Account Current Deposit Account Short Term Deposit Account Resident Foreign Currency Deposit Foreign Currency Deposit Convertible Taka Account Non-Convertible Taka Account Exporter's FC Deposit (FBPAR) Current Deposit Account-Bank Short Term Deposit Account-Bank

Term Deposit :
MONTHLY TERM DEPOSIT TERM DEPOSIT 3 MONTHS TERM DEPOSIT 6 MONTHS

Loan & Advances

Life Line (a complete series of personnel credit facility) Loan against Trust Receipt Transport Loan Real Estate Loan (Res. & Comm.)

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Customer service and online banking

DBBL continued to be a customer focused, need based and solution-driven Bank. Our products and services are strongly supported by IT infrastructure and online banking facilities, which are upgraded and expanded on a continuous basis. Seventy seven (77) more ATMs were installed in 2007 to increase the number of ATM to 207. We are providing any branch anytime banking services to our clients 24 hours a day and 365 days a year.

DBBL Internet Banking

DBBL Internet banking enables customer to access his/her personal or business accounts anytime anywhere from home, office or when traveling. Internet Banking gives customer the freedom to choose his/her own banking easy, secure and best of all. hours. It can save time, money and effort. It's fast,

International Trade Performance

Areas of Operation : Import Finance
DBBL extends finance to the importers in the form of: 1. Opening of Import L/C 2. Credit against Trust Receipt for retirement of import bills. 3. Short term & medium term loans for installation of imported machineries & production thereof. 4. Payment against document.

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Export Finance
1. Pre-Shipment Finance
Pre-Shipment finance in the form of: I) II) Opening of Back-to-Back L/C Export Cash Credit

2. Post-Shipment Finance
Post-Shipment finance in the form of: I) Foreign/Local Documentary Bills Purchase II) Export Credit Guarantee III) Finance against cash incentive

Foreign Remittance
DBBL provides premium quality service for repatriation and collection of remittance with the help of its first class correspondents and trained personnel. By introducing on-line banking service and becoming a SWIFT Alliance Access Member, which enable its branches to send and receive payment instruction directly that helps provide premium services. Remittance services provided by DBBL are: Inward Remittance: Draft, TT Outward Remittance: FDD, TT, TC and Cash (FC)

Treasury
DBBL is well equipped for treasury operation through subscribing Reuters's terminal and operating in SWIFT network. It is also well equipped with competent human resources for efficient dealing.
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Account Services
DBBL provides all the accounts services as prescribed by the guidelines of Central Bank (Bangladesh Bank). We offer competitive interest rate and provide premium quality services for the accounts. Account services are: 1. Foreign Currency Account 2. Non-Resident Foreign Currency Deposit Account (NFCD)

3. Resident Foreign Currency Deposit Account (RFCD) 4. Convertible and Non-Convertible Taka Account 5. Non-Resident Blocked Taka Account

Human resources and organizational development

In support of its strategy, Dutch-Bangla Bank Limited focuses on attracting, developing and motivating the very best individuals and on encouraging talent internally. DBBL continues to endeavor to ensure that employees' engagement with the business is maximized, as this is beneficial to shareholders, colleagues and customers alike. DBBL recruits people from a broad cross-section of society. A high quality and competent human resource is crucial to continued growth and success of the Bank, which can be achieved by improving skill, knowledge and productivity of the employees.

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SWOC Analysis
Strengths
Satisfactory Capital Adequacy. Satisfactory business growth. Experienced top management. Diversified product lines. Satisfactory asset quality.

Weaknesses
Decreasing market share. Deposit growth is less than Peer and industry growth. Does not have own training institute. Dependency on term deposit.

Opportunities
Investment in SME and Agro based Industry. MIS in continuous development process. Basel-II compliance for capital adequacy

Challenges
Increasing cost of fund. Implementation of Basel-II. Increased competition in the market.

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Our Visited Branch

For taking interview we go on of the Branch of Dutch Bangla Bank.

Branch Addresses:
LOCAL OFFICE
BANKING HOURS ADDRESS

Sunday - Thursday 9 AM. To 3 PM. 231,Senpara Parbota (1st Floor) Mirpur, Section-10 Dhaka-1216 Mohammad Zafrul Relationship Officer local@dbbl.com.bd +8802 9015957, Mobile: 8801819-006702 +880-2-9015966 Islam Executive Assistant

CONTACT PERSON E-MAIL PHONE NUMBER FAX

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Analysis and findings of Questionnaires are as follows:

COMPETATIVE ADVANTAGE
Customers perceive their bank has competitive:
Serial No. 1. 2. 3. 4. 5. Topics Has excellent service quality. Uses latest technology. Has memorable advertisement. 30 30 30 N Mean 4.3 4.033 3.70 3.60 4.06 Standard Deviation 0.7022 0.6686 0.7943 0.7239 0.7526

Offers unique and distinctive 30 product. Has competitive pricing compare to 30 others.
4.06 4.3

Has excellent service quality Uses latest technology Has memorable advertisement Offers unique and distinctive product

3.6 4.033

Has competitive pricing compare to others

3.7

Mean Of Compatative Advantages

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0.7526

0.7022

Has excellent service quality Uses latest technology

Has memorable advertisement

0.6686

Offers unique and distinctive product Has competitive pricing compare to others

0.7239

0.7943

Sd.Deviation of Compatative Advantages

Findings: 1. Dutch Bangla Bank provides Excellence in banking services.

2. Dutch Bangla Bank offers competitive interest rate and provides premium quality services for the accounts. 3. DBBLs provides the latest technology to their customer. The Bank has launched Online Banking service, joined a countrywide shared ATM network and has introduced a cobranded credit card. A process is also underway to provide e-business facility to the bank's clientele through Online and Home banking solutions

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CORPORATE IMAGE
Customer perceive the image of their banks
Serial No. 1. 2. 3. 4. 5. 6. 7. Topics Widely known. Stable. Reliable. Trust worthy. Involved in the community. Well light. Unique compare to others. 30 30 30 30 30 30 30 N Mean 4.13 4.17 4.33 4.47 4.13 4.10 4.17 Standard Deviation 0.5783 0.8339 0.8022 0.6388 0.7302 0.6074 0.6989

4.17

4.13 Widely known Stable

4.1

4.17

Reliable Trust worthy Involved in the community Well light

4.13

4.33

Unique compare to others

4.47

Mean of Corporate Images

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0.6989

0.5783 Widely known Stable

0.6074

0.8339

Reliable Trust worthy Involved in the community Well light

0.7302 0.8022 0.6388

Unique compare to others

Sd. Deviation of Corporate Images

Findings: 1. DBBL is too much Trust worthy and Reliable to their customer. 2. Dutch Bangla bank offers various type of unique service/product to their customers. 3. DBBL is a well establish bank. It continues its banking activity with and profitability since 1996. 4. DBBL is a widely known commercial bank. The Bank has 64 branches country and a wide network of correspondents all over the world. across the quality

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PERCEIVED VALUE
Customers value their Bank because it has: Serial No. 1. 2. 3. 4. 5. 6. 7. 8. Topics Efficient Service: Offers latest product: 30 30 N Mean 4.13 3.60 3.80 3.97 4.00 4.47 3.93 4.00 Standard Deviation 0.6815 0.6214 0.6102 0.8899 0.6432 0.7878 0.5915 0.6814

Listen and be sensitive to customer 30 need: Flexible Banking policy: 30 Convenient branch locations: Many branch locations: Fair method of setting fees: Extended banking hours: 30 30 30 30

Efficient Service
4 4.13

Offers latest product

3.93 3.6

Listen and be sensitive to customer need Flexible Banking policy Convenient branch locations Many branch locations Fair method of setting fees Extended banking hours

3.8 4.47

3.97

Mean of Perceived Value

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0.6814

0.6815

Efficient Service Offers latest product

0.5915

0.6214

Listen and be sensitive to customer need Flexible Banking policy Convenient branch locations Many branch locations Fair method of setting fees Extended banking hours

0.7878

0.6102

0.6432

0.8899

Sd. Deviation of Perceived Value

Findings: 1. Dutch Bangla Bank has built its reputation as one of the leading banks in the private sector. Presently Dutch Bangla Bank is operated in 18 different districts with 64 Branches, 2. The Bank offers the full range of banking and investment services for personal and corporate customers, backed by the latest technology and a team of highly motivated officers and staff. 3. Dutch Bangla Bank serves their customers Sunday - Thursday 9 AM. To 3 PM. Its also provide 24 hours ATM card facility.

After findings the analysis is proved that DUTCH BANGLA BANK LTD. Is too much caring about their customers and customers are satisfied about the bank.

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ON Dutch-Bangla Bank LTD.

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Responds to the question: How does the management take opinion from Customer in case of problem solving?

80 60 60 40 20 0 Series1
SUGGESTION BOX INFORMAL MEETING

40

0
INTERNET CHAT ROOM

40

60

Analysis:
In the case of problem solving management take opinion from customers in several ways like suggestion box, informal meeting, Internet chat room etc. When we talk with Dutch Bangla Bank customers they says that informal meeting is effective because in this meeting they talk with management in a friendly environment out side the office, they feel good to discuses with the management but suggestion box is long and slow process in their management can not take right and rapid decision. On the other hand Internet chat room is a modern way to communicate with the customers in the web that comes to the future when the internet system is spread everywhere. Out of 20 customers 40% customers are agree with suggestion box, 60% are agree with Informal meeting and 0% for Internet chat room.

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Responds to the question: Communicate with outside the organization, what type of Media use?

USE MEDIA OUTSIDE THE ORGANIZATION PRESS INTERNET CONFERENCE 14% 14% ADVERTISING ON TV 23%

RADIO/ NEWS PAPER 49%

Analysis:
Communicate outside the organization Dhaka Bank use Advertisement and internet mostly. Usually they give advertisement on TV, they have a beautiful web side that consumer can get information from that. From the questionnaire we see that they use Press conference 14% advertisement 23%, internet 14% and radio / News paper 49%. They give more advertisement on Daily News paper.

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The mediums used by your organization to communicate with other branch:

MEDIA USE COMMUNICATE WITH OTHER BRANCHES

VIDEO CONFERENCING FAX INTRANET 0% 25% 25%

INTRANET TELEPHONE FAX VIDEO CONFERENCING

TELEPHONE 50%

Analysis:
In their daily works Dutch Bangla Banks need to communicate with other branches Most of the time they use telephone and intranet. Intranet is the easy way the easy way to communicate with other employees, every employees of Dutch Bangla Bank have a individual ID to login by that number they can use intranet. But they can not access other web side. In the past the use Fax mostly but day to day life it is decreasing because it takes time. Now they do not use video conferencing but in future they hope so.

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Responds to the question: Most of the time organizational work done by-

ORGANIZATIONAL WORK DONE BY

ACCORDING TO ORDER 15%

INDIVIDUAL 10%

DEPARTMENTA L BASE 30%

TEAM WORK 45%

Analysis:
Out of 20 employees 45% are do Team work, 30% departmental base, 15% according to order, 10% individually. It clearly shows that Dhaka Bank practices Team Work for solve any problem, do any project or fulfill their organizational goal. It shows that most of the time organizational work is done by groups. In Dutch Bangla Bank they follow wheel network because it relies on a central figure to act as a conduit for all of the groups communication. But the management encourages selecting a leader by the group themselves among them to ensure some accountability and friendly environment.

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Responds to the question: What type of behavior customers aspect from bank?

BEHAVIOR EXPECT FROM BANK

FAMILIAR

10

Series1

FRIENDLY

90

Analysis:
Out of 20 respondents 90% customers are agree that banks employees behave with them Friendly. If Banks employees behave with there customers as friendly, customers become satisfied.

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Responds to the question: Most probably your organization can communicate with telephone, fax, E-mail etc but do you have any VIDEO CONFERENCING system?

USE VIDEO CONFERENCE SYSTEM

100 80 60 Series1 40 20 0 Series1 0 YES 0 NO 90 IN FUTURE 10 10 90

Analysis:
Video conferencing is a modern and popular communicating media in many developed countries, but in Bangladesh it is not popular till now because of technological improvement. Dutch Bangla Bank employees are not use Video conferencing system but they expect that in future it will come.

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CONCLUSION
After a long analysis, it can be said that Dutch Bangla Bank limited is a leading banking company that is ensuring its growth by the satisfied customers. From starting, the bank is trying to perform the needs of customer accordingly. If the organization perform its duty in this way and maintain it accordingly, soon itll grasp the leading position of commercial Banking Company. In conclusion, it can be also said that the Banking service given by the Dutch Bangla Bank LTD. is very much satisfactory and competitive to any commercial Bank LTD.

RECOMMENDATION
If Dutch Bangla Bank wants to improve its service quality and survive with satisfactory growth rate it might be flowed the following Recommendations: Ensuring the best service to the customers. Decreasing the cost of funds. Raising the Investment in SME and Agro based Industry. Applying the modern technology for maintaining the satisfied trend of customer. Emphasis on Basel-II compliance for capital adequacy Raising market share. Increasing the Deposit growth which is less than Peer and industry growth. Open own training institute. Reduce the dependency on term deposit. The Bank should be more sincere whether any type of customer

facing a hassle or not.

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Appendices
Questionnaire
Competitive Advantage

Customers are satisfied with :

1. 2. 3. 4. 5. Has excellent service quality ....... Uses latest technology .. Has memorable advertisement .. Offers unique and distinctive product.. Has competitive pricing compare to others.

GRADING
1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5

Corporate Image

Customers perceive the image of their bank :

1. 2. 3. 4. 5. 6. 7. Widely known . Stable Reliable . Trust worthy . Involved in the community.. Well light .. Unique compare to others

GRADING
1 1 1 1 1 1 1 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4 5 5 5 5 5 5 5

Perceived Value

Customers value their bank because they have

1. 2. 3. 4. 5. 6. 7. 8. Efficient service Offers latest product Listen and be sensitive to customers need Flexible banking policy Convenient bank location Many branches location Fair method of setting fees Extended banking hours

GRADING
1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 3 4 4 4 4 4 4 4 4 5 5 5 5 5 5 5 5

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BIBLIOGRAPHY
Basic Business Communication- Lesikar, Flatley http://en.wikipedia.org/wiki/Dutch_Bangla_Bank_Limited http://www.dbbl.com/about_aboutus.php http://www.dutchbanglabankltd.com/about_sponsors.

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