An evaluation of the point of sale services provided by Dutch-Bangla Bank Limited

Abstract

This report has evaluated the overall point of sale (POS) operations of Dutch-Bangla Bank Limited and effectiveness of its services in that regard. Because of an increasing number of cardholders in the country, it has become vital for banks to stay ahead in the POS merchant acquiring service. A thorough description of how the POS system works has been provided. This report will act as a guideline for all employees, officers and managers of DBBL. It will help in understanding the steps in the merchant acquiring process, POS terminal installation process, POS replacement/withdrawal process, transaction dispute management, merchant payment, competitive analysis and the strategic initiative of DBBL. The various services that the merchants require after the acquiring and the functions of the personnel involved are also elaborated. Because the merchant acquiring and services are the key elements of the POS system, a research was performed to assess the effectiveness of the services that are provided to them. A survey was conducted in which the merchants were the respondents. The purpose was to collect data related to the satisfaction level of the merchants. The data was used to analyze whether the merchants were satisfied with the services of DBBL or not. It was done using statistical tools and analysis. The weak links in the POS services of DBBL were identified and it was explained why these occur in the whole process. Recommendations were provided using the suggestions provided by the merchants and the assessment of the operations were made using general observation. With the guidance and information provided by my senior officers, the best possible evaluation was achieved. Overall findings and recommendations can prove to be useful for the management in order to make decisions for improving the services to the merchants in the future and stay ahead of the competitors in the market. Finally, the report contains a summary towards the end that provides a glimpse of the key outcome of the study and specifically answers the key problems identified in the repo