4.

4.1

Methodology of the Study

Research Design
This research is one type of exploratory research using convenience sampling
technique, where samples have been selected on the basis of convenience. 50
respondents provided us data through a closed ended questionnaire. Primary data
sources were used in this research. SPSS software was used as a statistical
application for frequency count, percentage, mean, pie chart, cross tabulation. This
study only provides information for analyzing ATM booth service satisfaction
scenario of DBBL at Banani. Though this survey provides satisfaction level of DBBL
ATM booth only at Banani, but still it has importance to the DBBL management to
consider the recommendations with due care for better customer service and for
being in a better competitive position.

4.2

Sample Design
We have used simple random sampling method assumed for this research and
computations. To collect a simple random sample, each unit of the target population
is assigned a number. A set of random numbers is then generated and the units
having those numbers are included in the sample. We have no particular population
of ATM booth user in Banani area. We have chosen a simple random sample of 50
people. Then, we generate a list of 50 random numbers (typically with a computer
program) and those individuals assigned those numbers are the ones you include in
the sample.

4.3

Data Collection and Fieldwork

Primary:
To collect the data we will go to field Banani DBBL ATM booth. We provide our
respondents to topic related questioner and then they will full fill the questioner we
will collect our primary data this way and that primary data we gather all the answer
of our respondents, analysis the data and going to prepare the final part of the
research.

Secondary:
We will collect our secondary data from different sources like
Web sites
Journals
Business magazines
News papers

4.4

Analysis Methods
We will use general statistical method name as Statistical Package for the Social
Sciences (SPSS). SPSS is a widely used program for statistical analysis in social
science. It is also used by market researchers, health researchers, survey
companies, government, education researchers, marketing organizations, data
miners and others.

We will use some tools as well. Such as Field visits, Brainstorming creative
solutions, SPSS, Documentation, Browsing and navigation support etc.

Questionnaire of survey
Background:
1) Name:..
2) Gender: a) Male b) Female
3) Marital status: a) Married b) Unmarried
4) In which age group do you belong?
a) 21-30 b) 31-40 c) 41-50 d) 51 or more
5) Your Relationship with Dutch Bangla Bank Ltd:
a) 0-2 years b) 3-4 years c) 5-6 years d) 6 or more years
6) What is your occupation?
a) Student b) Service holder c) Business man d) Other
7) Your income rangea) 15,000-25,000 b) 25,000-35,000 c) 35,000-45,000 d) Above 45,000

Features:
1) Wait in the queue for long time.
a) Strongly Agree b) Agree c) Moderately Agree d) Least Agree e) Disagree
2) ATM card get stuck in the machine very often or sometimes?
a) Strongly Agree b) Agree c) Moderately Agree d) Least Agree e) Disagree
3) Location of ATM Booth at Banani is convenient to you.
a) Strongly Agree b) Agree c) Moderately Agree d) Least Agree e) Disagree

4) How satisfied are you with the service charge of ATM service?
a) Very Satisfied b) Satisfied c) Neutral d) Dissatisfied e) Very Dissatisfied
5) How satisfied are you with the network system of ATM booth?
a) Very Satisfied b) Satisfied c) Neutral d) Dissatisfied e) Very Dissatisfied
6) Notes of 500 and 100 TK. are available in ATM both.
a) Strongly Agree b) Agree c) Moderately Agree d) Least Agree e) Disagree
7) How much satisfied are you with the service quality at rush hour?
a) Very Satisfied b) Satisfied c) Neutral d) Dissatisfied e) Very Dissatisfied
8) How much satisfied are you with the security system around the booth?
a) Very Satisfied b) Satisfied c) Neutral d) Dissatisfied e) Very Dissatisfied
9) How much satisfied are you with withdrawal limit from ATM booth?
a) Very Satisfied b) Satisfied c) Neutral d) Dissatisfied e) Very Dissatisfied
10) How much satisfied are you with PIN change facility and security of PIN?
a) Very Satisfied b) Satisfied c) Neutral d) Dissatisfied e) Very Dissatisfied
11) They are committed to give 24 hours service, Do you agree with it?
a) Strongly Agree b) Agree c) Moderately Agree d) Least Agree e) Disagree
12) They give instant feedback from their customer care service.
a) Strongly Agree b) Agree c) Moderately Agree d) Least Agree e) Disagree
13) Do you use the ATM service of any other bank?
a) Yes b) No

14) If yes, how can you compare the ATM service of DBBL with the same of
any other bank in Bangladesh?
a) Very good b) Good c) Average d) poor e) Very poor

External Factors:
1) If changes are needed than what type of changes you recommend?

2) Any other Suggestions?