ANNUAL FINANCIAL REPORT 2017 1 - Qadb.azureedge
ANNUAL FINANCIAL REPORT 20171
His HighnessSheikh Hamad Bin Khalifa Al-ThaniFather Emir2DOHA BANK
His HighnessSheikh Tamim Bin Hamad Bin Khalifa Al-ThaniEmir of the State of QatarANNUAL FINANCIAL REPORT 20173
KUWAIT4DOHA BANK
06INDEPENDENTAUDITORS’REPORT TO THESHAREHOLDERSOF DOHA BANKQ.S.C.09CONSOLIDATEDSTATEMENTOF NSOLIDATEDSTATEMENT OFCOMPREHENSIVEINCOME12CONSOLIDATEDSTATEMENTOF CHANGES INEQUITY14THE BOARDOF DIRECTORSREPORT20DOHA BANKAWARDS2224DOHA BANKBRANCHDIRECTORY (LOCAL)BRANCHES25PAY OFFICES ANDE-BRANCHES26OVERSEASBRANCHES ANDREPRESENTATIVEOFFICESRETAIL BANKINGPRODUCTS ANDSERVICESANNUAL FINANCIAL REPORT 20175
INDEPENDENT AUDITOR’S REPORTTO THE SHAREHOLDERSOF DOHA BANK Q.P.S.C.Report on the Audit ofthe Consolidated FinancialStatementsOpinionWe have audited the accompanying consolidatedfinancial statements of Doha Bank (Q.P.S.C.) (the‘Bank’) and its subsidiaries (together the ‘Group’),which comprise the consolidated statement offinancial position as at 31 December 2017, theconsolidated statements of income, comprehensiveincome, changes in equity and cash flows for theyear then ended, and notes, comprising significantaccounting policies and other explanatoryinformation.In our opinion, the accompanying consolidatedfinancial statements present fairly, in all materialrespects, the consolidated financial positionof the Group as at 31 December 2017, andits consolidated financial performance and itsconsolidated cash flows for the year then ended inaccordance with International Financial ReportingStandards (‘IFRS’) and the applicable provisions ofQatar Central Bank regulations (‘QCB regulations’).6DOHA BANKBasis for OpinionWe conducted our audit in accordance with International Standards on Auditing (ISA). Our responsibilities under those standards are further describedin the Auditor’s Responsibilities for the Audit ofthe Consolidated Financial Statements section ofour report. We are independent of the Group inaccordance with the International Ethics StandardsBoard for Accountants’ Code of Ethics for Professional Accountants (IESBA Code) together with theethical requirements that are relevant to our auditof the Bank’s consolidated financial statements inthe State of Qatar, and we have fulfilled our otherethical responsibilities in accordance with these requirements and the IESBA Code. We believe that theaudit evidence we have obtained is sufficient andappropriate to provide a basis for our opinion.Key Audit MattersKey audit matters are those matters that, in ourprofessional judgment, were of most significancein our audit of the consolidated financialstatements of the current year. These matterswere addressed in the context of our audit of theconsolidated financial statements as a whole, andin forming our opinion thereon, and we do notprovide a separate opinion on these matters.
Impairment of loans and advances- refer to notes 3(g)(v), 4(b)(v), 5(a)(i) and 10(c) in the consolidated financial statementsHow the matter was addressed in our auditWe focused on this area because: Loans and advances are QAR 59,804million representing 64% of the Group’stotal assets as at 31 December 2017,hence a material portion of the consolidated statement of financial position. The netimpairment charge on loans and advancesduring the year was QAR 593 million. The Group makes complex and subjectivejudgments over both timing of recognitionof impairment and the estimation of theamount of such impairment.Our audit procedures in this area included, among others: Our team used their local knowledge to assess the trends in their local creditenvironment and considered the likely impact on the Group’s loans and advancesportfolio to focus their testing on key risk areas. For the corporate portfolio:- we tested the key controls over the credit grading and monitoring process;- we tested the governance controls over the impairment processes, includingthe continuous re-assessment by the Group that impairment policies remainappropriate for the risks within the Group’s loans and advances portfolio;- we performed detailed credit assessments of a sample of performing andnon-performing loans and advances in line with QCB regulations;- as part of our credit assessments for these selected loans and advances, wecritically challenged the reasonableness of the forecast of recoverable cashflows, realization of collateral and other possible sources of repayment. Wetested the consistency of key assumptions and compared them to progressagainst business plans and our own understanding of the relevant industriesand business environments. We also agreed them where possible to externally derived evidence. For the retail portfolio, the impairment process is based on historical paymentperformance of each segment within the portfolio, adjusted for current marketand economic conditions. We tested the accuracy of key variables relevant forthe retail loans portfolio (e.g. year-end balances, repayment history, past-duestatus) and we assessed the appropriateness of the impairment calculation methodology. We evaluated whether the output is consistent with historical paymentperformance, and we challenged the appropriateness of the Group’s adjustmentsto reflect current market and economic conditions. For the collective impairment calculation, our work included testing controlsover the appropriateness of the methodology and models used to calculate thecharge, the process of determining key assumptions and the identification ofloans to be included within the calculation. We assessed the adequacy of the Group’s disclosure in relation to impairment ofloans and advances by reference to the requirements of IFRS and QCB regulations.Valuation of investment securities- refer to notes 3(g)(v), 5(a)(ii), 5(b)(ii) and 11 in the consolidated financial statementsHow the matter was addressed in our auditWe focused on this area because: Investment securities are QAR 17,513million representing 18.7% of the Group’stotal assets as at 31 December 2017,hence a material portion of the consolidated statement of financial position.Available-for-Sale (“AFS”) investmentsecurities amount to QAR 11,818 millionand account for 67.5% of the total investment securities, which comprise quotedand unquoted securities, pricing of whichinvolves management judgment. IFRS and QCB regulations require assessment at each reporting date to determinewhether there is objective evidence that aninvestment is impaired. In case of equityinstruments classified as AFS, objectiveevidence would include a significant orprolonged decline in the fair value of aninvestment below cost, determination ofwhich requires management judgment.Our audit procedures in this area included, among others: Testing controls over the process of valuation of investment securities. Agreeing the valuation of the quoted equity and debt securities to externallyquoted prices. For unquoted debt and equity securities, assessing the appropriateness of thevaluation methodology and challenging the key underlying assumptions, such aspricing inputs and discount factors. For AFS equity instruments, performed tests to determine whether there hasbeen a significant or prolonged decline in the fair value of the relevant securities. For AFS debt securities, performed tests to determine whether there is objectiveevidence of impairment due to credit-related factors. We assessed the adequacy of the Group’s disclosure in relation to the valuationof investment securities by reference to the requirements of IFRS and QCBregulations.ANNUAL FINANCIAL REPORT 20177
Other MatterThe consolidated financial statements as at and forthe year ended 31 December 2016 were auditedby another auditor, whose audit report dated 30January 2017, expressed an unmodified auditopinion thereon.Other InformationThe Board of Directors is responsible for the otherinformation. The other information comprises theinformation included in the Bank’s 2017 annualreport (the “Annual Report”), but does not includethe Bank’s consolidated financial statements andour auditor’s report thereon. The annual report isexpected to be made available to us after the dateof this auditor’s report.Our opinion on the consolidated financialstatements does not cover the other informationand we do not express any form of assuranceconclusion thereon.In connection with our audit of the consolidatedfinancial statements, our responsibility is to readthe other information identified above and when itbecomes available, in doing so, consider whetherthe other information is materially inconsistentwith the consolidated financial statements or ourknowledge obtained in the audit, or otherwiseappears to be materially misstated.When we read the annual report, if we concludethat there is a material misstatement therein weare required to communicate the matter withthose charged with governance.Responsibilities of theBoard of Directors for theConsolidated FinancialStatementsThe Board of Directors is responsible forthe preparation and fair presentation of theconsolidated financial statements in accordancewith IFRS and QCB regulations, and for suchinternal control as the Board of Directorsdetermines is necessary to enable the preparationof the consolidated financial statements that arefree from material misstatement, whether due tofraud or error.8DOHA BANKIn preparing the consolidated financial statements,the Board of Directors is responsible for assessingthe Group’s ability to continue as a going concern,disclosing, as applicable, matters related togoing concern and using the going concernbasis of accounting unless the Board of Directorseither intends to liquidate the Group or to ceaseoperations, or has no realistic alternative but todo so.Auditor’s responsibilitiesfor the Audit of theConsolidated FinancialStatementsOur objectives are to obtain reasonable assuranceabout whether the consolidated financialstatements as a whole are free from materialmisstatement, whether due to fraud or error, and toissue an auditor’s report that includes our opinion.Reasonable assurance is a high level of assurance,but is not a guarantee that an audit conducted inaccordance with ISA will always detect a materialmisstatement when it exists. Misstatements canarise from fraud or error and are consideredmaterial if, individually or in the aggregate, theycould reasonably be expected to influence theeconomic decisions of users taken on the basis ofthese consolidated financial statements.As part of an audit in accordance with ISA, weexercise professional judgement and maintainprofessional skepticism throughout the audit. We also:Identify and assess the risks of materialmisstatement of the consolidated financialstatements, whether due to fraud or error, designand perform audit procedures responsive to thoserisks, and obtain audit evidence that is sufficientand appropriate to provide a basis for our opinion.The risk of not detecting a material misstatementresulting from fraud is higher than for oneresulting from error, as fraud may involve collusion,forgery, intentional omissions, misrepresentations,or override of internal control.Obtain an understanding of internal controlrelevant to the audit in order to designaudit procedures that are appropriate in thecircumstances, but not for the purpose ofexpressing an opinion on the effectiveness of theGroup’s internal control.
Evaluate the appropriateness of accountingpolicies used and the reasonableness of accountingestimates and related disclosures made by theBoard of Directors.Conclude on the appropriateness of the Boardof Directors’ use of the going concern basis ofaccounting and, based on the audit evidenceobtained, whether a material uncertainty existsrelated to events or conditions that may castsignificant doubt on the Group’s ability tocontinue as a going concern. If we conclude thata material uncertainty exists, we are requiredto draw attention in our auditor’s report to therelated disclosures in the consolidated financialstatements or, if such disclosures are inadequate,to modify our opinion. Our conclusions are basedon the audit evidence obtained up to the dateof our auditor’s report. However, future eventsor conditions may cause the Group to cease tocontinue as a going concern.Evaluate the overall presentation, structure andcontent of the consolidated financial statements,including the disclosures, and whether theconsolidated financial statements represent theunderlying transactions and events in a mannerthat achieves fair presentation.Obtain sufficient appropriate audit evidenceregarding the financial information of theentities or business activities within the Group toexpress an opinion on the consolidated financialstatements. We are responsible for the direction,supervision and performance of the group audit.We remain solely responsible for our audit opinion.We communicate with the Board of Directorsregarding, among other matters, the plannedscope and timing of the audit and significant auditfindings, including any significant deficiencies ininternal control that we identify during our audit.We also provide the Board of Directors with astatement that we have complied with relevantethical requirements regarding independence,and communicate with them all relationships andother matters that may reasonably be thought tobear on our independence, and where applicable,related safeguards.From the matters communicated with the Boardof Directors, we determine those matters thatwere of most significance in the audit of theconsolidated financial statements of the currentyear and are therefore the key audit matters. Wedescribe these matters in our auditor’s reportunless law or regulation precludes public disclosureabout the matter or when, in extremely rarecircumstances, we determine that a matter shouldnot be communicated in our report becausethe adverse consequences of doing so wouldreasonably be expected to outweigh the publicinterest benefits of such communication.Report on Other Legal andRegulatory RequirementsWe have obtained all the information andexplanations we considered necessary for thepurposes of our audit. The Bank has maintainedproper accounting records and its consolidatedfinancial statements are in agreement therewith.We have not been provided the report of theBoard of Directors to determine whether thefinancial information contained therein is inagreement with the books and records of theBank. We are not aware of any violations of theapplicable provisions of the Qatar Central BankLaw No. 13 of 2012 and of the Qatar CommercialCompanies Law No. 11 of 2015 or the termsof the Bank’s Articles of Association and theamendments thereto, having occurred duringthe year which might have had a material effecton the Bank’s consolidated financial position orperformance as at and for the year ended 31December 2017.23 January 2018DohaState of QatarGopal BalasubramaniamQatar Auditor’s Registry Number 251KPMGLicensed by QFMA: ExternalAuditor’s License No. 120153ANNUAL FINANCIAL REPORT 20179
CONSOLIDATED STATEMENT OFFINANCIAL POSITIONAs at 31 December 20172017QAR’0002016QAR’000ASSETSCash and balances with central banks6,669,6094,260,410Due from banks7,821,98310,505,250Loans and advances to customers59,804,17459,186,222Investment securities17,512,61014,706,110Investment in an associateProperty, furniture and equipmentOther 95,28190,364,949Due to banks11,005,06112,275,336Customer deposits59,468,32655,729,950657,6691,819,598TOTAL ASSETSLIABILITIESDebt securitiesOther borrowings5,432,9364,994,474Other OTAL LIABILITIESEQUITYShare capital3,100,4672,583,723Legal reserve5,092,7624,317,561Risk reserve1,372,0001,372,000Fair value reserve(67,555)(103,412)Foreign currency translation 79,380,535Retained earningsTOTAL EQUITY ATTRIBUTABLE TO SHAREHOLDERS OF THEBANKInstruments eligible as additional capital4,000,0004,000,000TOTAL EQUITY14,806,99713,380,535TOTAL LIABILITIES AND EQUITY93,495,28190,364,949The consolidated financial statements were approved by the Board of Directors on 23 January 2018 and were signed on itsbehalf by:Fahad Bin MohammadBin Jabor Al ThaniAbdul Rahman Bin MohammadBin Jabor Al ThaniDr. Raghavan SeetharamanChairmanManaging DirectorGroup Chief Executive Officer10DOHA BANK
CONSOLIDATEDINCOME STATEMENTFor the year ended 31 December ,445)(1,689,114)Income tax t incomeInterest expenseNet interest incomeFee and commission incomeFee and commission expenseNet fee and commission incomeGross written premiumPremium cededNet claims paidNet income from insurance activitiesForeign exchange gainIncome from investment securitiesOther operating incomeNet operating incomeStaff costsDepreciationImpairment loss on investment securitiesNet impairment loss on loans and advances to customersOther expensesProfit before share of results of associateShare of results of the associateProfit before taxEarnings per share:Basic and diluted earnings per share (QAR)ANNUAL FINANCIAL REPORT 201711
CONSOLIDATED STATEMENT OFCOMPREHENSIVE INCOMEFor the year ended 31 December reign currency translation differences for foreign operations11,540(5,166)Net movement in fair value of available-for-sale investment securities35,857166,264Other comprehensive income47,397161,0981,157,4711,214,879ProfitOther comprehensive income:Items that are or may be subsequently reclassified to income statement:Total comprehensive income12DOHA BANK
-Transfer to risk reserveANNUAL FINANCIAL REPORT 2017Balance as at 31December 2017Dividends paidIncrease in 17,561Legal reserveQAR’000516,744--Transfer to legalreserveContribution to socialand sports fund-Total comprehensiveincome--Other comprehensiveincomeDistribution for Tier 1Capital notes-2,583,723ProfitTotal comprehensiveincome:Balance as at 1 January2017Share capitalQAR’0001,372,000---------1,372,000Risk 2)Fairvalue )ForeigncurrencytranslationreserveQAR’000Equity attributable to shareholders of the ,47147,3971,110,0749,380,535Total ible 3,380,535Total equityQAR’000CONSOLIDATED STATEMENT OFCHANGES IN EQUITYFor the year ended 31 December 201713
14DOHA BANK----Transfer to risk reserveDistribution for Tier 1CapitalContribution to socialand sports fundDividends paid2,583,723--Transfer to legal reserveBalance as at 31December 2016--Total comprehensiveincome4,317,561--611---Other comprehensiveincome-4,316,950-2,583,723Legal reserveQAR’000ProfitTotal comprehensiveincome:Balance as at 1 January2016Share k R’000Equity attributable to shareholders of the -------4,000,000Instrumenteligible asadditionalcapitalQAR’000CHANGES IN EQUITYFor the year ended 31 December 9161,0981,053,78113,187,118Total equityQAR’000CONSOLIDATED STATEMENT OF
THE BOARD OFDIRECTOR’S REPORTFOR THE FINANCIAL YEAR ENDING 31ST DEC, 2017Sheikh Fahad BinMohammadBin Jabor Al ThaniChairman of the Boardof DirectorsMr. Ahmed AbdulRahman YousufObaidan FakhrooVice ChairmanSheikh Abdul RahmanBin Mohammad BinJabor Al ThaniManaging DirectorSheikh AbdullaBin MohammadBin Jabor Al ThaniSheikh Falah Bin JassimBin Jabor Bin MohammadAl ThaniMr. Ahmed AbdullahAhmed Al KhalMember of Board of DirectorsMember of Board of Directors Representative of Jassim & FalahTrading & Contracting Co.Mr. HamadMohammed HamadAbdulla Al ManaMr. Ali IbrahimAbdullah Al-MalkiMr. Nasser Khalid NasserAbdullah Al-MesnadMember of Board of DirectorsIndependent MemberMember of Board of DirectorsIndependent MemberANNUAL FINANCIAL REPORT 201715
Every year Doha Bank continues the successjourney of the previous years by achievingoutstanding financial results as well as acommendable performance at the financial,organizational and service delivery levels. During2017, most of the objectives defined in thebank’s strategic plan and annual budgets weresuccessfully achieved. The bank enhanced andstrengthened its financial position, achievedan impressive return on average shareholders’equity and average assets, and launched awide range of innovative banking products andservices particularly in the field of e-banking. Theaccomplishments also included the recruitment ofhighly competent and experienced professionalsfor various key senior positions and optimizationof domestic branches.During the same year, the managementconcentrated on recruiting Qatari nationals whowere enrolled in intensive training programs andwere given the opportunities to gain internationalbusiness banking skills and in-depth experience byjoining bank’s various branches and representativeoffices spread across the world.Domestically, Doha Bank’s network inside Qatarincludes a total of 27 branches, 6 pay offices, 6e-branches, 1 mobile branch and 119 ATMs out ofwhich 5 ATMs are in the UAE, 2 ATMs in Kuwaitand 2 ATMs in India. Globally, the bank has sixbranches: Dubai and Abu Dhabi branches in theUAE, a branch in Kuwait and three branches inIndia. Furthermore, the bank has 13 representativeoffices located in Singapore, Turkey, Japan, China,UK, South Korea, Germany, Australia, Canada,Hong Kong, South Africa, the Emirate of Sharjah(UAE) and Bangladesh.The Bank also owns Doha Bank AssuranceCompany, which is fully owned by Doha Bank andhas a strategic share of 44.02% of the capital ofone of the Indian brokerage companies which waslater re-named as Doha Brokerage and FinancialServices and positioned to practice brokerage andasset management businesses.In this connection, it is worth mentioning thatIndia has significant bilateral trade relationshipsnot only with Qatar and the GCC countries butalso with all the global locations where DohaBank has presence through its representativeoffices located around the world. This presencewill enable the bank to serve all the companiesoperating in these locations, capture investmentopportunities and add more value to theshareholders.In 2013 and 2015, with a view to strengtheningthe lending capacity and improving thecompetitive edge and prospects for achievingthe strategic goals, Doha Bank enhanced itsTier 1 capital base and Capital Adequacy Ratiothrough the issuance of Tier 1 capital instrumentsamounting to QR 2 billion in each issuance (i.e. atotal of QR 4 billion) qualifying as additional Tier1 capital for Doha Bank in Qatar as per the termsand requirements of Qatar Central Bank.In the Ordinary General Assembly Meeting heldon 10th May 2016, the shareholders unanimouslyapproved the issuance of Certificates of Deposit(CDs) within a program of up to USD 3 billionand Commercial Papers (CPs) within a programof up to USD 2 billion as per the salient featuresspecified under each program with the aim ofdiversifying the funding sources and mitigatingliquidity risks.The Board of Directors resolved in their meetingheld on 16 November 2016 to submit arecommendation to the Extraordinary GeneralAssembly of the shareholders to increase thecapital of the bank by 20 per cent of the currentpaid-up share capital of the bank throughthe issuance of 51.7million new shares. On06/03/2017, the Extraordinary General Meetingapproved the Board’s recommendation to increasethe bank’s capital from QR 2,583,722,520 toup to QR 3,100,467,020 by way of offering51,674,450 new ordinary shares for subscriptionto Doha Bank’s eligible shareholders, who areregistered in the shareholders’ register with QatarCentral Securities Depository (QCSD) at the closeof trading on 15th of March 2017, and to theholders of subscription rights, at a price of QR(25) per share representing a premium of QR(15) in addition to a nominal value of QR (10)per share. Subscription was opened for holdersof subscription rights on Tuesday 25/04/2017and continued until Tuesday 09/05/2017 basedon shareholders and the holders of subscriptionrights data as at the close of trading on Monday17/4/2017.The subscription was well received by theshareholders and holders of subscription rights.16DOHA BANK
On 12 July 2017, the new shares were assignedto the subscribers and were listed for tradingand the subscription in the capital increase forshares was finalized. A commercial register withthe bank’s new capital of QR 3,100,467,020 wasissued by the Ministry of Economy and Commercerepresenting 310,046,702 ordinary shares at anominal value of QR 10 per share.efficiency. The strategy also focuses on achievingcontinuous growth in the main income items,improving asset quality, diversifying incomesources, particularly the non-interest income, andprofessionally monitoring and managing coststo be in line with the banking industry and tooptimize the cost of funding as well.During 2017, Doha Bank achieved remarkablegrowth rates in most financial indicators, wherethe total assets rose from QR 90.4 Bn in 2016 toQR 93.5 Bn in 2017, an increase of QR 3.1 Bn witha growth rate of 3.5%. The growth rate of netloans and advances was 1%, an increase from QR59.2 Bn in 2016 to QR 59.8 Bn in 2017.Products and Services:The growth rate in total customers’ deposits was6.7% increased from QR 55.7 Bn in 2016 to QR59.5 Bn in 2017, i.e., an increase of QR 3.8 Bnwhile the total equity grew by 10.7% to reach QR14.8 Bn in 2017.By the end of 2017, the financial statements of thebank clearly show that it has achieved a net profitof QR 1,110 Mn compared to QR 1,054 Mn in2016. These results have reflected positively on theperformance ratios, where the return on averageequity reached 11.9% and the return on averageassets reached 1.21%.Based on these results, the Board of Directorspassed a resolution in its meeting held on 23rdof January 2018 recommending to the GeneralAssembly of the Shareholders to approve thedistribution of cash dividends for QR (3) per share,an equivalent of 30% of the paid up capital.Future Plan of the Bank:The three-year strategic plan of the bankincludes carrying out some revisions on thebusiness strategy of the overseas branches andrepresentative offices across the globe as well asthe business strategy of local branches followingthe merger between some of them. It also entailsthe implementation of effective risk managementstrategies, both locally and internationally,recruiting Qatari nationals, upgrading the level ofperformance through recruiting highly qualifiedand experienced personnel and focusing onspecialized training programs for all functionallevels. The plan also focused on improving anddeveloping Corporate Governance practices,re-structuring the business models and renderingstate-of-the-art banking products and serviceswith special emphasis on e-banking, cross-selling,and enhancing the financial position of the bankby increasing and diversifying the total assets andmaintaining the highest operational performanceThe year 2017 witnessed the launch of manynew advanced products and services andimplementation of substantial modifications to theexisting service offerings particularly the e-bankingservices with the objective of satisfying the needsof our valued customers from all walks of life inthe Qatari society.With a view to maintaining the highest level ofperformance within the Retail Banking Group andfacing the challenges in the market, we focusedthis year on strengthening the Retail Bankinggroup by recruiting additional competent staffmembers with a solid experience in the retailbusiness and quality customer services. The backoffice operations in the branches were centralized.Al-Riyada Unit was also strengthened withprofessional bankers to provide better services toVIP customers.In 2011/ 2012, Doha Bank unveiled the newcorporate branding for its branches andimplemented it at The Gate - West Bay, MuseumArea, Parco Mall and Al-Khor branches. In 2013and 2014, this new design was implemented inAbu Hamour Branch at Dar Al-Salam Mall, thenew Mirqab Branch, Abu Samra, Industrial Area,Al-Khuraitiyat and Bin Omran branches. It was alsoimplemented at the Old Airport, City Center andGharrafa branches in 2015 and 2016. Whereasin 2017, new branches with this design wereopened at Qatar Mall and Doha Festival City.The chosen design is meant to offer customerconvenience, guaranteed smooth operation andhigh service standards and this is currently underimplementation at the remaining branches.ANNUAL FINANCIAL REPORT 201717
In addition to the e-banking services providedthrough DBank (for example the DCardless bankingservice where the beneficiary can receive thetransferred amount through Doha Bank›s ATMnetwork without using an ATM card, in addition toe-remittances, SMS service, telebanking, mobilebanking, Internet banking and e-branches), the bankalso offered additional mobile banking services thatallows users
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