INTERNSHIP REPORT On Customer Satisfaction of Janata Bank

[AN ASSESSMENT OF
CUSTOMER SATISFACTION OF
JANATA BANK]
An Assessment of Customer Satisfaction of Janata Bank
INTERNSHIP REPORT
AN ASSESSMENT OF CUSTOMER SATISFACTION
OF
JANATA BANK
Submitted to:
Dr. Masudur Rahman
Associate Professor
Department of Marketing
University of Dhaka
Submitted By
Md. Rabbi Hasan BBA
th
Program, 13 Batch Roll:
12, Sec-B
2
University of Dhaka
Letter of Submission
September 10, 2011
Dr. Masudur Rahman
Associate Professor
University of Dhaka
Sub: Submission of internship Report.
Dear Sir,
I am writing in connection with the internship report naming “AN ASSESSMENT OF CUSTOMER
SATISFACTION OF JANATA BANK, Mirpur Branch, Dhaka.
Under the state of the report, I have been given relevant information from the employees of JANATA
Bank Ltd. for collecting primary data. i also have gone through various publications relating with
Janata Bank Ltd. and its operation.
This report provides me an insight on the customer service department of Janata Bank. In this report I
have tried to find out some problem areas related to customer satisfaction of Janata Bank Ltd. and
tried to find out some possible solutions to those particular problems.
I have enjoyed the preparation of the report because it provides me with the chance to put my
theoretical knowledge in a real life situation. If you need any kind of further information I will be
glad to provide accordingly.
I therefore pray & hope that you would be kind enough to me in accepting this report and oblige
thereby.
Sincerely yours
MD. Rabbi Hasan
BBA Program, 13th Batch
Roll: 12, Sec-B
3
University of Dhaka
ACKNOWLEDGEMENT
All praise is to the one to one to whom all dignity, honor and glory are due, the unique with perfect
attributes, who begets not, nor is he begotten. He has not equaled, but he is almighty, omnipotent
for preparing fruitfully this internship reports.
I would like to extend my sincere gratitude to my course instructor Dr. Masudur Rahman, Dept. of
Marketing, University of Dhaka for his valuable advises and cooperation.
I am also grateful to MD.RAFIQUEL ISLAM Sir, Assistant Manager of Mirpur Branch of JBL, MD. BALAL
AHMED,MD.SARIFUL ISLAM,MD.RAZZAK,MD.MOBASSER HAQ and other officers of JBL(Mirpur
Branch) for their relentless efforts in carrying out my study. They providing me with necessary
information and extended their hands to me. I can humbly tell that without their meticulous care,
valuable suggestion and instruction it would not have been possible for me to complete my
internship report.
I would like to express thinks to my friend and all of my well-wishers for supporting me to do best in
such an academic work.
I lack the space here to acknowledge all of the other individuals whose special effort went into this
paper. I offer intend my sincere thanks, and the finished report that they helped guide to
completion.
I, of course, have same full responsibility for errors or fact or emphasis.
4
Executive Summary
Now the banks constitute the core of the country’s organized financial system in Bangladesh.
Banks are now-a-days the most trusted financial organizations to the people all over the
world and they satisfied their customer by offering Different banking services. Ensuring the
maximum level of customer satisfaction is an aim for each financial institution. As a result
the customer expectations about the service quality of Janata Bank always remain medium. I
got the opportunity of getting important information from the employees of this bank that
help me to prepare this project paper.
Janata Bank Limited, a leading commercial bank with 867 outlets strategically located in
almost all the commercial areas throughout Bangladesh, overseas Exchange Houses and
hundreds of overseas Correspondents, came into being as a Public Limited Company on May
17, 2007 with a view to take over the business, assets, liabilities, rights and obligations of the
Janata Bank which emerged as a nationalized commercial bank in 1972 immediately after the
emergence of Bangladesh as an independent state.
The objective of the report is to assess the level of importance, the customer of Janata Bank
put across various service attributes and also to determine how well Janata Bank is satisfying
the customer of those service grounds and different service quality dimensions. The survey is
conducted on 100 respondents (sample) those represent the total general customers segment.
Customer had to mark the level of importance that they perceive about a particular service
attribute’s quality. The survey data is then analyzed with the help of statistical tools like
weighted average mean and simple arithmetic mean.
The survey outcome is not highly satisfactory. Customers are highly dissatisfied with the
service quality of ATM’s because of the less number of ATM’s. By increasing the numbers
of ATM’s, constructing the new branches, employees training, introducing locker service,
personalize caring, implementing charges Janata Bank can improve its service quality. Janata
Bank should attract the dissatisfied customer in order to bring them to positive side of the
road strong relationship with the customers can be maintained.
5
Table of Content
Chapter Title Page No
1 Introduction 9
1.1 Introduction of the Topic
1.2 Objectives of the Study
1.3 Scope of the Study
1.4 Methodology of the Study
1.4.1 Type of Research
1.4.2 Questionnaire Preparation
1.4.3 Target Group
1.4.4 Sources of Information
1.1.5 Data Collection Instrument
1.1.6 Method and Size
1.4.7 Data Analysis and Findings
1.5 Limitation of the Report
2 Customer Service 16
2.1 Satisfaction
2.2 Customer Satisfaction
2.3 Need to Measure Customer Satisfaction
2.4 Benefit of Customer Satisfaction
2.5 What do Customer want
2.6 Customer Satisfaction Dimension
6
2.7 Define Service Quality and Satisfaction
2.8 Service Quality Dimension
3 Overview of the Organization 25
3.1 Historical Background of Janata Bank
3.2 Nature of Business
3.3 Organizational Overview
3.4 Company Mission & Vision
3.5 Organizational Hierarchy
3.6 Business Challenges
3.7 Credit Rating
4 Bank Service Provided By Janata Bank Ltd. 33
4.1 Agency Service
4.2 Locker Service
4.3 Evening Banking Service
4.4 Financial Service
4.4.1 Import Finance
4.4.1 Export Finance
4.5 Merchant Banking Operation
4.6 Foreign Remittance
4.7 Remit ONE Money Transfer Management Solution
4.8 Future Plan
5 Customer Satisfaction and Level of Importance at Janata Bank 44
5.1 Reliability
5.2 Responsiveness
5.3 Assurance
7
5.4 Care & Empthay
5.5 Tangibility
5.6 Some Other Analysis
5.7 Findings from observation
5.8 Implication of Result
5.8.1 Divers of Satisfaction
5.8.2 Most important attributes of service
5.8.3 Satisfaction Towards the most important attributes
5.8.4 Most Satisfied aspects of Janata Bank service
5.8.5 Most dissatisfied aspects of Janata Bank service
5.9 SWOT Analysis
6 Conclusion & Recommendation 70
6.1 Conclusion
6.2 Recommendation
Reference
Appendix
8
Chapter -1
Introduction
9
1.1 Introduction of the topic
1.2 Objective of the Study
The objectives of the study are mentioned as beneath:
a) Primary Objective: Primary objective of the report is fulfilling the course requirement for
Completion of the degree of BBA program at Department Of Markeitng Under University Of
Dhaka.
10
b) Secondary Objective: Beside the primary objective, there are some other objectives
which are equally important. The prime objective of the study is to examine -
To come up with possible ways of improving service quality and efficiency that
will lead to bring more customer satisfaction for Janata Bank Ltd.
Analyze customer opinion regarding satisfaction through questioning customer.
To assess the level of importance, the customer of Janata Bank put across
various service attributes and also to determine how well Janata Bank is
satisfying the customers on those service grounds and different service quality
dimensions.
1.3 Scope of the study
As a student of BBA, it is normally essential to know the customer service and satisfaction of
any bank. In modern world without Customer Satisfaction any organization can not run in
any moments. This report covers:
Customer Service and Satisfaction of Janata Bank Ltd.

Organizational Structure and Financial Service of Janata Bank Ltd.
The scope of this report is limited to the overall description of the company. Its service and
their customers’ assessment about the service provided by the customer service
department.
11
1.4 Methodology of the Study

1.4.1 Type of research:
In this study, exploratory research will be conducted to find out and understanding of the
overall banking of Janata Bank Ltd. and also to determine some of the attributes of service
quality in this bank.
Exploratory Research
Exploratory research is a type of research conducted for a problem that has not been clearly
defined. Exploratory research helps determine the best research design, data collection
method and selection of subjects. It should draw definitive conclusions only with extreme
caution. Given its fundamental nature, exploratory research often concludes that a
perceived problem does not actually exist.
Exploratory research often relies on secondary research such as reviewing available

literature and/or data, or qualitative approaches such as informal discussions with
consumers, employees, management or competitors, and more formal approaches through
in-depth interviews.
1.4.2 Questionnaire Preparation
The entire questionnaire is prepared based on the SERVQUAL scale. There are five service
quality dimensions Reliability, Responsiveness, Assurance, Empathy and Tangibles. I also
designed a structure and unstructured questionnaire. This structured questionnaire was the
major tools of this research project. 21 questions are selected which focus this 5
dimensions.
1.4.3 Target Group
Individual Customer’s of Janata Bank Ltd.
12
1.4.4 Sources of Information

1. Primary Data
I have collected primary data by variety of ways, first of all by interviewing employees of
Janata Bank Ltd. and directly communicating with the customers. I have also conducted a
questionnaire survey of the customers minimizing interruptions in their baking activities.
Primary data were mostly derived from the discussion with the employees & through
surveys on customers of the organization. Primary information is under consideration in the
following manner:
Face to face conversation with the employees.

By interviewing customers of Janata Bank.
2. Secondary data
I have elaborated different types of secondary data in my research. Sources of secondary

information can be defined as follows:
Internal Sources
Prior research report

Group Business Principal manual
Banks Annual Report
External Sources
Different books and periodicals related to the banking sector

Internet
Newspapers
13
1.4.5 Data Collection Instruments

In-depth interview: During the exploratory research, Iconducted in-depth interviews with
employees and customers of Janata Bank Ltd.
Questionnaire survey: I also designed a structure and unstructured questionnaire for the
customers of Janata Bank. This structured questionnaire was the major tools of this research
project.
1.4.6 Method and Size
1. Method
For the purpose of getting better result, I adopeted non probabilistic purposive sampling
technique during the survey of these project where customers were given copies of the
questionnaire and were asked to fill them. I gave continuous support to the customers for
any problems that they faced while filling up questionnaire so that the validity of the
questionnaire increases. As the simple random sampling is easily understood and results are
assessable it is best suited for my study.
2. Size
In this research phase I selected a group of 100 people
1.4.7 Data analysis and Findings

The analysis of collected data is completed with the help of the statistical tools. The
response of the survey including the level of importance and the customer’s perception are
tallied at first and than the weighted average of those responses are prepared. Here the
value of the SERVQUAL scale (5, 4, 3, 2, and 1) is counted as the weight. Finally by doing
mean of the three questions of the single segment the overall mean importance and overall
mean satisfaction level of the service quality dimension are calculated.
14
1.5 Limitation of the report

Time frame of the research was very limited. The actual survey was done with in a
month.
Large scale research was not possible due to constraints and restriction posed by the
organization.
Part of organizational culture was written from individual’s perception and may vary
from person to person.
Getting relevant papers and documents were strictly prohibited.
15
Chapter -2
Customer Service
16
2.0 Customer Service

Customer Service is the set of behavior that a business undertakes during its interaction
with its customers. It can also refer to a specific person or desk which is set up to provide
general assistance to customers.
2.1 Satisfaction
Definition 1: Satisfaction means the contentment one feels when one has fulfilled a desire,
need or expectations.
Definition 2: Customer level of approval when comparing a product perceived performance

with his or her expectation. Also could refer to discharge, extinguishment, or retirement of
an obligation to the acceptance of the obligator, or fulfillment of a claim. While satisfaction
is sometimes equated with performance, it implies compensation substitute where as
performance denotes doing what was actually promised.
2.2 Customer Satisfaction

Gaining high levels of customer satisfaction is very important to a business because
satisfaction customers are most likely to be loyal and to make repeat orders and to use a
wide range of services offered by a business.
Rather than a single definition, I think it is appropriate to provide several definitions because
a single definition gives the impression that there can be only one, which is certainly not
true.
Definition 1: Customer satisfaction is equivalent to making sure that product and

service performance meets customer expectations.
Definition 2: Customer satisfaction is the perception of the customer that the

outcome of a business transaction is equal to or greater than his/her expectation.
17
Definition 3: Customer satisfaction occurs when acquisition of products and/or

services provides a minimum negative departure from expectations when compared
with other acquisitions.
2.3 The Need to Measure Customer Satisfaction

The word "satisfied" itself had a number of different
meanings for respondents, which can be split into the broad themes of
contentment/happiness, relief, achieving aims, and achieving aims and happy with
outcome and the fact that they did not encounter any hassle.
In the era of the globalization, management of the

companies is more concerned about Customer Satisfaction, which leads to
profitability. Satisfied customers are central to optimal performance and financial
returns. In many places in the world, business organizations have been elevating the
role of the customer to that of a key stakeholder over the past twenty years.
Customers are viewed as a group whose satisfaction with the enterprise must be
incorporated in strategic planning efforts. Forward-looking companies are finding
value in directly measuring and tracking customer satisfaction (CS) as an important
strategic success indicator. Evidence is mounting that placing a high priority on CS is
critical to improved organizational performance in a global marketplace.
With better understanding of customers' perceptions,

companies can determine the actions required to meet the customers' needs. They
can identify their own strengths and weaknesses, where they stand in comparison to
their competitors, chart out path future progress and improvement. Customer
satisfaction measurement helps to promote an increased focus on customer
outcomes and stimulate improvements in the work practices and processes used
within the company.
18
2.4 Benefits of Customer Satisfaction
The importance of customer satisfaction and support is increasingly becoming a vital

business issue as organization realize the benefits of Customer Relationship Management
(CRM) for providing effective customer service. Professionals w o r k i n g w i t h i n
c u s t o m e r focused business or those running call centers or help desks, need to keep
informed about the latest customer satisfaction techniques for running a valuable
customer service function. From small customer service departments to large call centers,
the importance of developing a valued relationship with customers using CRM is essential to
support customer and long-term business growth.
2.5 What Do Customers Want?

Before we begin to create tools to measure the level of satisfaction, it is important to
develop a clear understanding of what exactly the customer wants. We need to know what
our customers expect from the products and services we provide.
Customer expectations have two types –
Expressed
Implied
Expressed: Customer Expectations are those requirements that are written down n the
contract and agreed upon by both parties for example, product specifications and delivery
requirements. Supplier’s performance against these requirements is most of the items
directly measurable.
Implied: Customer Expectations are not written or spoken but are the ones the customer
would ‘expect’ the supplier to meet nevertheless.
For example, a customer would expect the service representative who calls on him to be
knowledgeable and competent to solve a problem on the spot.
There are many reasons why customer expectations are likely to change overtime. Process
improvements, advent of new technology, changes in customer’s priorities, improved
quality of service provided by competitors are just a few examples.
19
2.6 Customer Satisfaction Dimension

Customer Satisfaction is measured across various parameters. There are parameters and
sub parameters (some enumerated below).
Sales Experience
Level of product Knowledge with Sales staff

Timeliness and quality of response to customer queries on product.
Level of understanding of customer’s needs and unique perspective.
Availability and quality of brochures, sales material.
Presentation, communication and mannerism of sales person.
Project of honesty and trustworthiness.
Product Delivery Experience
Timeliness of product delivery

Sharing of status while work-in-progress
Quality and sophistication of delivery/product pack
Behavior and mannerism of delivery staff.
Level of congruence between what was sold and what was delivered.
Product Experience
Level of product quality vis-à-vis expectation.

Level of need fulfillment vis-à-vis expected
Product Servicing
Timeliness of product servicing

Quality of product servicing
Cost of product servicing
Mannerism and conduct of servicing staff
20
Relationship experience
Frequency and quality of contact

Knowledge of company products and customer opportunities
Conduct and Communication of relationship person.
Complaint resolution / Grievance Handling
Timeliness of complaint resolution

Quality of complaint resolution
Level of iterations till the complaint was resolved.
Empathy of the customer servicing staff
Knowledge of customer servicing staff
Collection Experience
Communication quality and information for collection

Conduct and communication of collection staff
Channel and Ease of giving payments.
2.7 Defining Service Quality and Satisfaction

The two separate terms “satisfaction” and “quality” are difficult to define in general, and
press writers tend to use those terms interchangeably. However, the more precise meanings
and measurement of the two concepts were developed after a considerable debate.
Although these two consensuses share something in common, the fundamental causes and
outcomes differ from one another. While satisfaction is a wide and broad concept in
general, service quality has specific attributes of the service itself. As shown below in Figure
1, service quality is a reflection of the customer’s perception of reliability, assurance,
responsiveness, empathy and tangibles. Whereas customer satisfaction is more inclusive
and perceived according to service quality, product quality, price, situational factors and
personal factors. (Zeithaml, Bitner & Gremler, 2009, 103.)
21
Reliability
Situational
Service Factors
Responsiveness
Quality
Assurance
Empathy
Product Customer Customer
Tangibles Quality Satisfaction Loyalty
Personal
Price
Factors
Figure: Service Quality and satisfaction
2.8 Service Quality Dimension (SERVQUAL)

The SERVQUAL model is a widely accepted model of determining and expressing the
customer satisfaction. It was first published in 1988 and has undergone improvements and
revisions since than. As it is east to understand and to identify the customer satisfaction
level this model is selected to use in the report. There are five major those entirely
represent the service quality. These are explained below:
Tangibility: Representing the Service Physically
Tangibility is defined as the appearance of physical facilities, equipment, personnel and

communications materials. Customers, particularly new customers, use these physical
representations or images to assess quality. Service companies can make good use of
tangible factors to improve their image, provide continuity, and indicate quality to
customers, or even combine them with another element to create a service quality strategy.
(Zeithaml, Bitner & Gremler 2009, 115)
22
Reliability: Delivering on Promises
Reliability is defined as the ability to perform the promised service dependably and
accurately. More specifically, it means that the company deliverers service provision,
problem resolution, and pricing according to their promises. In this way, firms can keep their
customers loyal to them. (Zeithaml, Bitner & Gremler 2009, 113.)
Responsiveness: Being Willing to Help
Responsiveness is the willingness to help customers and to provide prompt service. The
focus is weighted on how quickly and attentively companies are able to deal with customer
requests, questions, complaints, and problems. Companies must have customer’s point of
view to deliver service and handle requests in order to excel on this dimension. (Zeithaml,
Bitner & Gremler 2009, 114.)
Assurance: Inspiring Trust and Confidence
Assurance is the knowledge and courtesy of employees and their ability to convey trust and
confidence. For high-risk service such as banking, insurance, medical, brokerage, and legal services,
this aspect tends to be particularly significant. Companies need to gain trust and confidence in ord er
to create trusting relationships with their customers. (Zeithaml, Bitner & Gremler 2009, 114.)
Empathy: Treating Customers as Individuals
Empathy is the provision of caring individualized attention to customers. The core idea is to prove
customers that they are cared and understood through personalized or customized service, as they
are special and important for firms. Small firms are often able to reflect their personal knowledge of
customer requirements and preferences and build relationships with their customers so that small
firms tend to be more advantageous when competing with larger firms in this dimension. (Zeithaml,
Bitner & Gremler 2009, 114-115.)
This attribute demands customization service process. Aspects like individual attention,
understanding customer’s needs and interests were categorized in this section.
23
All of those elements are equally important in order to obtain one hundred percent of quality and
have different influence on the final service quality. Customers use those five dimensions to organize
information about service quality in their minds. Depending on a situation, sometimes all the
dimensions are used, and at other times not. Although this model is found relevant for a variety of
service business and therefore widely used, some researchers suggest that cross-cultural aspect is
missing on those dimensions. Individuals from different backgrounds seek different experiences
from the same set of service and also perceive actual experiences differently. This has to be taken
into account when applying these dimensions. (Zeithaml, Bitner & Gremler 2009, 112.)
24
Chapter -3
Overview of the Organization
25
3.1 Historical Background:
Janata Bank Limited, a leading commercial bank with 867 outlets strategically located in
almost all the commercial areas throughout Bangladesh, overseas Exchange Houses and
hundreds of overseas Correspondents, came into being as a Public Limited Company on May
17, 2007 with a view to take over the business, assets, liabilities, rights and obligations of
the Janata Bank which emerged as a nationalized commercial bank in 1972 immediately
after the emergence of Bangladesh as an independent state. Janata Bank Limited started
functioning as a going concern basis through a Vendors Agreement signed between the
ministry of finance, Government of the People's Republic of Bangladesh on behalf of the
former Janata Bank and the Board of Directors of Janata Bank Limited on November 15,
2007 with retrospective effect from 01 July, 2007.
Janata Bank Limited is governed by a Board of Directors consisting of 13(thirteen) members

headed by a chairman. The Bank is headed by the Managing Director & Chief Executive
Officer; Managing Director is assisted by Deputy Managing Directors and General Managers.
The bank has 7 Circle offices, 30 Divisions in head office, 52 zonal offices and 867 branches
including 10 corporate and 40 AD( authorized dealer) branches. The corporate and AD
branches are authorized to deal in Foreign exchange business. The authorized capital of the
Bank is Tk. 800 crore.
26
3.2 Nature of business:
The principal activities of the Bank are providing all kinds of commercial banking services to
its customers and the principal activities of its subsidiaries are to carry on the remittance
business and to undertake and participate in any or all transactions, and operations
commonly carried or undertaken by remittance and exchange houses.
The Bank also started its Merchant Banking operations at Head Office level from September
03, 2009 vide registration certificate no. AMB-34/2009 dated March 23, 2009 under
Securities and Exchange Commission Act, 1993 and Securities and Exchange Commission
Rules, 1996.
Janata Bank Ltd. with its wide-ranging branch network and skilled personnel provides
prompt services like issuing:
 Demand Draft
 Telegraphic Transfer
 Pay Order
 bills collection
 clearing
The Bank provides the following account facilities:
 Current/Savings/STD account
 FDR account
 Advance account
 Loan account
Janata Bank has already established a worldwide network and relationship in international
Banking through its overseas branches and foreign correspondents. The Bank has earned an
excellent business reputation in handling and funding international trade particularly in
boosting export & import of the country. The Bank finances exports within the framework of
the export policy of the country.
27
3.3 Organizational Overview:
Name of the company Janata Bank ltd.
chairman Khondokar bazlul haque,phd

Managing director Syed abu naser bukhtear ahmed, B.Sc,MBA
Company secretary MD. Ekramul Hakim
Legal status Public limited company
Date of incorporation 17 may 2007
Registered office 9d dilkusha commercial area, Dhaka-
1000.bangladesh.
Authorized capital Tk. 800 crore
Paid up capital Tk. 497 crore
Reserve and retained earning Tk. 420 crore
Number of employees 11443
Number of branch 867

Number of subsidiary 02
website www.janatabank.org
email janata@ janatabank.org
28
3.4 Company Mission & Vision
Company Mission:
 To become a leading bank of Bangladesh.
 Operating at international level of efficiency, quality and customer service.
Company Vision:
We operate ethically and fairly within the stringent framework set by our regulators. We
fuse ideas and lessons from best practice to explore new avenues to become stronger, more
efficient and competitive. We apply information and communication technology for the
benefit of our customer and employees. We invest to strengthen the future of the bank.
29
3.5 Organizational Hierarchy:

Chairman
Managing Director & CEO

(Human Resource Division)
General Manager (Operation)
Deputy Managing Director

(Loan Recovery)
Assist. Managing Director

(Principal Branch)
Senior Principal Officer
Principal Officer
Senior Officer
Officers/Officers Cash
30
3.6 Business Challenge

Janata Bank wanted to streamline their remittance operations and improve customer
service. To achieve these objectives, they had to address four major challenges:
Previously, most money transfers were processed manually across Janata Bank’s
remittance centres due to which it would take up to four days for beneficiaries to
receive funds. Janata Bank wanted to offer their customers popular same day
services such as spot cash within minutes.
Janata Bank wanted to be able to communicate and collaborate information
accurately, rapidly and reliably among their 867 branches. They wanted to ensure
that the right information is delivered to the right branch at the right time using
advanced auto-routing features.
Some Janata Bank branches could expect up to 2,000 customers on certain days,
making it very difficult for their staff to serve them. Janata Bank wanted to empower
their staff to help customers as effectively as possible.
Janata Bank wanted to have a sophisticated money transfer management system
that could be easily used by their staff. They wanted the system to be user-friendly
so staff could rapidly learn how to use it, which in turn could save them time and
cost.
31
3.7 Credit Rating:
Credit Rating Information and Services Limited (CRISL) assigns AAA (Triple A) rating to Janata
Bank in the long run and ST-1 in the short term. The above has been done in consideration
of the guarantee of the Government of the People’s Republic of Bangladesh while setting up
Janata Bank under the Presidential Order Number 26 of 1972 by assuming all assets and
liabilities of some banks operating in former East Pakistan. CRISL, being a local rating
agency, always considers the Government of the People’s Republic of Bangladesh as the
highest risk free entity. Financial Institutions rated in this category are adjudged to be of
best quality, offer highest safety and have the highest credit quality. Changing economic
circumstances are unlikely to have any serious impact on the category of banks. The short
term rating indicates highest certainty of timely payment. Safety is almost like risk free
Government short-term obligations.
Credit rating by CRISL particular Long Short

term term
Entity Rating as Government AAA ST-1

Guaranteed Bank
Entity Rating as Commercial A ST-2
Bank-2009
Outlook Stable
Date of rating declaration 06/09/2010
32
Chapter -4
Services Provided by Janata Bank
33
4.1 Agency Services:

Janata Bank Limited, being a state owned Bank, has both commercial commitment to its
clients and societal commitment to the nation. Besides catering service to its clients at
nominal fees/charges the Bank has to provide a plethora of services, free of charges, in
respect of transferring money to different benevolent organizations and groups of
professionals in far flung areas through its branches in urban and rural areas all over
Bangladesh.
Here below are a few of such services Janata Bank Limited provides:
1. Collection of Utility bills :

Telephone bills of T &T Authority without service charges
Grameen Phone bills of Grameen Phone Ltd. with service charge & other
charges
Electric bill of REB without service charges
Electric bills of DESA without service charges
Electric bill of PDB without service charges
Electric bill of DESCO without service charges
Bills of Railways without service charges
Gas bill of Titas Gas, T& D Co. ltd without service charges
Gas bill of Bakhrabad Gas Co. ltd without service charges
Bill of Oil-bill of Meghna Petrolium Co. Ltd.
2. Sale/encashment of Saving Certificates
3. Sale/Purchase of Prize bonds
4. Payment of Army/civil pension
5. Payment of non-government primary /secondary school/college /Madrasha teachers
benefit (government portion)
34
6. Payment of Government primary school teachers salary
7. Payment of Honorarium to freedom fighters.
8. Payment of stipend for female students of secondary and higher secondary
institutions
9. Payment of Govt. allowances to Bayaska, Bidava and Dostho Mohila.
10. Payment of stipend to primary students
11. Payment of stipend to Shishu Kallyan Trust in urban areas.
12. Maintain of BADC disbursement account with 200 branches
13. Payment of Food Procurement bills.
4.2 Locker Service:

For safekeeping of customers' valuables like important documents and goods like jewelries
and gold ornaments, Janata Locker Service is available in most of the Branches in urban
areas.
Nature of Service Nature of Charges Rate of Charges
a) Yearly TK.900/= for small

size locker
b) Yearly TK.1200/= for
Custody of Locker / Safe Rent
medium size locker
c) Yearly TK.1800/= for big
size locker
4.3 Evening Banking Service:

"Evening Banking", a unique service of Janata Bank Limited, only for receiving Cash and
Documents beyond transaction hours till 6 o'clock in the evening, is available in about 207
important Branches of Janata Bank Limited. The service is attractive for those, like
shopkeepers, who accumulate cash as sales proceeds in the afternoon when counters of
Bank branches usually remain closed.
35
4.4 Financial Service:

The Bank offers financing on easy terms to the following "Thrust Sectors":
Agro-based industries Computer Software & IT Electronics
Artificial flower Product Frozen food Export oriented non-

traditional agro product
Gift item leather goods Jute goods
Jewelry and Diamond Silk worm cultivation Stuffed toys (except RMG)
Textile industry Oil & Gas
36
4.4.1 Import Finance:
With assistance from about 400 overseas correspondents, Janata Bank Limited, through 40
Authorized Dealer Branches, has been financing full range import business of a lot of
Importers who are Bank's clients.
Wheat Rice Suger
Milk Food Edible Oil Oil Seeds
Fruits Spices Raw Cotton
Cotton Yarn Textile Fabrics Pharmaceuticals R.M
Drugs & Medicine Chemicals Parts
Cement Motor Vehicle Electronic Component
Petrol, Oil & Lubricant (POL) Fertilizer Scrap Vessels
37
4.4.2 Export Finance

To boost up country's Export, Janata Bank Limited has been providing different kinds of assistance
and incentive to the exporters. Some of which are:
Pre-Shipment and Post-Shipment Finance.

Discount/Concession rate of interest for exports Finance.
Back-to-Back L/C facility under bonded Warehouse system.
Sight L/C under Export Development Fund (EDF).
Interest bearing and non-interest bearing Exporter's retention Quota A/C.
Export Incentive Program.
Financing industries of 100% foreign investment or of Joint Venture at Export Processing Zones
Obtaining EEF (Equity & Entrepreneurship Fund) from Government through Bangladesh Bank
for building up Entrepreneurs' Equity.
Providing services to the exporters by the Bank's own logistical supports like SWIFT, Reuters
Service, Internet, and Fax etc.
Scope of Further Expansion:
Software and Data entry Dry & Dehydrated fish Toys and luggage
Fashion item Leather goods Stationery goods
Orchid Gift item Bamboo & wooden furniture
38
4.5 Merchant Banking Operation

Issue Management:
We shall render our service to help the capital market to increase the supply of securities.
Being a Manager to issue we shall provide assistance to the Private Limited Companies
intended to be converted into Public Limited Companies by way of obtaining necessary
permission from relevant authorities, preparing prospectus for public issue of shares and
debentures, involving in the collection of application money and end through listing of
securities with stock exchange.
Underwriting:
Janata Bank Limited with its strong capital base is capable of providing underwriting
commitments for successful completion of IPO of any size enabling the companies to go
public.
Portfolio Management:
Initially the Non-Discretionary (i.e. Investor's Discretion) portfolio account will be opened.
Subsequently the portfolio management shall be expanded with the introduction of
following schemes:
Bank's discretionary portfolio account.
Investor's discretion portfolio management scheme for high net worth investors.
Profit loss sharing portfolio management scheme (subject to approval of SEC).
Interest, Fees, Commission etc:
Cost of account opening form :Tk. 25.00

Initial Documentation Charge :Tk. 500.00
Brokerage Commission: 0.50% on the value of traded securities.
Interest on Margin Loan:
Interest Rate : 13.00% per annum Mode of charging interest : Quarterly
39
Service Charge
Portfolio Management : 1% per annum with a minimum

charge of Tk. 500.00
Mode of Service Charge : Quarterly
Financial/Portfolio
Statement Charge :Tk. 10.00 per statement
Terms & Conditions : Charges, fees etc. may change from
Time to time at the discretion of Janata Bank Limited.
4.6 Foreign Remittance:

Janata Bank Limited gives top priority in handling remittance from Bangladeshi Wage
Earners working abroad. We have made arrangement to ensure crediting the remitted
amount to the beneficiary's A/C within 72 hours from the time our Back Office in Dhaka
receives Credit Advice.
You may open NFCD Account in any of our Authorized Dealer (AD) Branches in Bangladesh.
You may also collect Forms from Bangladesh Missions abroad and send your application to
us for opening NFCD Account. Facilities of NFCD Account:
Your money will always be in foreign currency of your choice
You can withdraw and transfer both interest and principal in foreign currency
You will enjoy many privileges Government has declared for expatriate Bangladeshis
who send their money through banking channels
You can also convert your foreign currency into Taka
40
Probashi Remittance Card:
The Probashi Remittance Card is a prepaid card that provides customer immediate access to
their pay. The cardholder or beneficiaries can use the card at any Electro ways ATM or pay
for purchases at the point-of-sale, pay bills and transfer funds to their loved ones ! Like
other prepaid payment products, the Probashi Card can be used every places where Electro
ways logos are accepted. The cardholders also can receive a monthly statement and can
obtain account information at ATMs and POS terminals or by calling the customer care
number.
Instant payment
No minimum balance requirement
Can be used at any Electro ways® enabled POS or ATM
Access to money anytime
Balance inquiry facility available via ATMs and POS
24 hour call centre assistance (coming soon)
SMS alerts every reload
Monthly statements via email (coming soon)
Easy process of replacement of lost card
41
Upon enrolment, the customer receives a Prepaid card from the banks which is working
with Remittance program (Like; Probashi). The customer can either give standing
instructions for transferring a fixed amount to his beneficiary’s card every pay cycle or use
the card to transfer remittances to his beneficiary as and when he wants. The transactions
made are detailed on monthly electronic or printed account statements.
4.7 Remit ONE Money Transfer Management Solutions (MTMS)

Janata Bank engaged Remit ONE to provide them with an end-to-end, web-based money
transfer management solution to address their business challenges.
The Remit ONE MTMS was delivered on time and met the demands. In addition, Janata Bank
is very pleased with the level of support they received from Remit ONE.
Business Benefits
With the RemitONE MTMS, Janata Bank now offer a set of advanced, enhanced, rapid and
secure services to their customers, including:
1. Enhanced customer experience due to the following impressive same day services:
Spot Cash remittance for both account holders and non-account holders
Instant SMS notifications after successful processing of transactions
2. Improved remittance delivery options for remitters to choose from and to make it
easier for beneficiaries to collect their funds
3. Significantly reduced processing costs due to automation of all remittance-related
tasks
4. Improved business process management due to business-critical information being
instantly available to the right staff member at the right branch
5. Empowered business users who can tend to a multitude of customers in a highly
effective and efficient manner
6. Rapidly increasing ROI through rapid execution of various remittance operations,
tasks and activities
42
4.8 Future Plans

Janata Bank is actively working to become the foremost remittance provider in all
Bangladesh through effective market penetration. They plan to open more overseas
exchange houses in important locations and forge strategic alliances with major global
remittance companies sending money to Bangladesh.
With 867 branches across the country and now an end-to-end, fast and reliable technology
solutions by Remit ONE, Janata Bank are certainly placed well in the remittance industry to
achieve their business goals.
43
Chapter -5
Customer’s Importance
&
Level of Satisfaction
44
5.0 Customer’s Importance & Level of Satisfaction:

Customers importance and level of satisfaction at Janata Bank shown briefly. The results are
produced according to the various service quality dimensions. Each dimension consists of its
own specific questions. The results of the survey are presented according to these questions
that were asked to the respondents with the help of a structured questionnaire. The results
of this study are as follows:
5.1 Reliability:
Aspects relating to reliability dimension of service quality were asked in 3 different
questions. These questions are as follows:
Q1: Provides services within the time promised.
The respondents placed a high importance in this characteristic of the service. The majority
of the respondents are indifferent. 2% customers are highly satisfied, 20% customers are
satisfied 60% customers are indifferent as well as 18% customers are negative with this
statement.
Table 1: Provides services within the time promised.
Satisfaction Score Satisfaction Percentage (%)
5 2%
4 20%
3 60%
2 18%
1 0%
Provides services within t he time promised.
60%
50%
40%
30%
Percentage
20%
10%
0% 45
Sc ore 5 Score 4 Score 3 Score 2 Score 1
Chart-1: Provides services within the time promised.
Q2: Employees give appropriate solution to problems.
It is one of the most vital parts of the reliability. Customer always tries to get appropriate
solution to problem. The respondents placed a high importance in this characteristic of the
service. The majority of the respondents are negative with this statement. 15% customers
are satisfied, 40% customers are indifferent and 45% customers are disagreeing with this
statement.
Table 2: Employees give appropriate solution to problems.
5 0%
4 15%
3 40%
2 45%
1 0%
Chart-2: Employees give appropriate solution to problems.
46
Q3: Errors and mistakes correctly promptly.
The respondents placed a high importance in this characteristic of the service. The majority
of the respondents are indifferent. 5% customers are highly satisfied, 25% customers are
satisfied 40% customers are indifferent as well as 30% customers are negative with this
statement.
Table 3: Errors and mistakes correctly promptly.
5 5%
4 25%
3 40%
2 30%
1 0%
Chart-3: Errors and mistakes correctly promptly.
47
5.2 Responsiveness:
Three attributes were grouped in this dimension and the respondents were asked to express
their opinion. Results are various aspects are shown below:
Q1: Employee gives you prompt service.
An extremely high percentage of Satisfaction was given in this attribute of service. The
majority of the respondents are satisfied. 2% customers are highly satisfied, 40% customers
are satisfied with this statement, 30% customers are indifferent as well as 28% customers
are negative with this statement. The results are as follows:
Table 4: Employee gives you prompt service.
5 2%
4 40%
3 30%
2 28%
1 0%
Chart-4: Employee gives you prompt service.
48
Q2: Employees are always willing to help.
A moderate importance was placed on this attribute of responsiveness dimension where

the satisfaction percentage is high. Employees are always willing to help but their resources
are limited so they can not give higher percentage of satisfaction. The majority of the
respondents are satisfied. 10% customers are highly satisfied, 45% customers are satisfied
with this statement, 25% customers are indifferent as well as 20% customers are negative
with this statement. The results are as follows:
Table 5: Employees are always willing to help.
5 10%
4 40%
3 25%
2 20%
1 0%
Chart-5: Employees are always willing to help.
49
Q3: Employee always searches for solution.
Most of the respondents were in indifferent while expressing their satisfaction towards this
aspect. The satisfaction percentages of this attribute were dissatisfactory. 35% customers
are satisfied, 40% customers are indifferent, 20% customers are disagreeing with this
statement and 5% customers are highly disagreeing with this statement.
Table 6: Employee always searches for solution.

5 0%
4 35%
3 40%
2 20%
1 5%
Chart-6: Employee always searches for solution.
50
5.3 Assurance:
Aspects relating to assurance dimension of service quality where asked three different
questions. The results are as follows:
Q1: Friendliness & Courtesy of the Employee
This attribute was also found to be another one of the most important ones. In this attribute
satisfaction percentage is not much higher. 32% customers are satisfied, 40% customers are
indifferent, 25% customers are disagreeing with this statement and 3% customers are highly
disagreeing with this statement.
Table 7: Friendliness & Courtesy of the employees.
5 0%
4 32%
3 40%
2 25%
1 3%
51
Chart-7: Friendliness & Courtesy of the employees.
Q2: You feel safe in your transactions with Janata Bank.
Most of the respondents were in satisfied while expressing their satisfaction towards this
aspect. 25% customers are highly satisfied, 45% customers are satisfied with this statement,
35% customers are indifferent. Most of the respondent’s positive with this statement. The
results are as follows:
Table 8: You feel safe in your transactions with Janata Bank.
5 25%
4 45%
3 30%
2 0%
1 0%
Chart-8: You feel safe in your transactions with Janata Bank.
52
5.4 Care & Empathy

3 attributes were grouped in the dimension and the respondents were asked to express
their opinions. Results of the various aspects are shown below.
Q1: Janata Bank gives attention to every individual
aspect. In this attribute satisfaction percentage is not much higher. 20% customers are
satisfied, 42% customers are indifferent, 30% customers are disagreeing with this statement
and 8% customers are highly disagreeing with this statement.
Table 9: Janata Bank gives attention to every individual
5 0%
4 20%
3 42%
2 30%
1 8%
53
Chart-9: Janata Bank gives attention to every individual
Q2: Employees of Janata Bank understands your specific needs
satisfied, 55% customers are indifferent, and 20% customers are disagreeing with this
statement.
Table 10: Employees of Janata Bank understands your specific needs
5 0%
4 25%
3 55%
2 20%
1 0%
Chart-10: Employees of Janata Bank understands your specific needs
54
Q3: Janata Bank has your best interest at hearts
indifferent, 15% customers are disagreeing with this statement and 5% customers are highly
disagreeing with this statement.
Table 11: Janata Bank has your best interest at hearts
5 0%
4 32%
3 48%
2 15%
1 5%
Chart-11: Janata Bank has your best interest at hearts
55
5.5 Tangibles
4 questions relating to the tangible dimension were asked to the respondents. These
questions covered various tangible aspects of the services provided by Janata Bank. The
results are shown below:
Q1: Janata Bank has visually appealing facilities
satisfied, 45% customers are indifferent, 22% customers are disagreeing with this statement
and 8% customers are highly disagreeing with this statement.
Table 12: Janata Bank has visually appealing facilities
5 0%
4 25%
3 45%
2 22%
1 8%
56
Chart-12: Janata Bank has visually appealing facilities
Q2: Janata Bank has convenient hours of operation
Most of the respondents were in satisfied while expressing their satisfaction towards this
aspect. 44% customers are satisfied, 30% customers are indifferent and 26% customers are
disagreeing with this statement. Most of the respondent’s positive with this statement. The
results are as follows:
Table 13: Janata Bank has convenient hours of operation
5 0%
4 44%
3 30%
2 26%
1 0%
Chart-13: Janata Bank has convenient hours of operation
57
Q3: Statements are easily understood, reliable and accurate
satisfaction percentage is much higher. 10% customers are highly satisfied, 55% customers
are satisfied, 15% customers are indifferent with this statement, 8% customers are
disagreeing with this statement and 2% customers are highly disagreeing with this
statement.
Table 14: Statements are easily understood, reliable and accurate
5 10%
4 55%
3 15%
2 8%
1 2%
Chart-14: Statements are easily understood, reliable and accurate
58
Q4: Janata Bank has modern equipment and technology that better satisfy your needs
dissatisfaction percentage is much higher. 25% customers are indifferent, 35% customers
are disagreeing with this statement and 40% customers are highly disagreeing with this
statement.
Table 15: Janata Bank has modern equipment and technology that better satisfy your needs
5 0%
4 0%
3 25%
2 35%
1 40%
Chart-15: Janata Bank has modern equipment and technology that better satisfy your needs
59
5.6 Some other Analysis

In spite of the five dimensions, some other questions were also asked to the customers for
better understanding of their satisfaction or dissatisfaction and the reason behind this.
These questions and their analysis are given below:
Q1: Janata Bank has strong brand name and reputation
Different customer views products and services indifferent way. The reason for taking
service or buying products from organization is different among the customers. This
attribute was also found to be another one of the most important ones. In this attribute
indifferent with this statement and 20% customers are disagreeing with this statement.
Table 16: Janata Bank has strong brand name and reputation
5 0%
4 28%
3 52%
2 20%
1 0%
60
Chart-16: Janata Bank has strong brand name and reputation
Q2: Janata Bank has sufficient ATM booths
In recent days ATM service has become vital for the customers and banks. The banks are
willingly to achieve competitive advantage through superior flexibility. In this attribute
satisfaction percentage is not much higher. 20% customers are indifferent with this
statement, 35% customers are disagreeing with this statement and 45% customers are
highly disagreeing with this statement.
Table 17: Janata Bank has sufficient ATM booths
5 0%
4 15%
3 25%
2 35%
1 25%
61
Chart- 17: Janata Bank has sufficient ATM booths
Q3: Janata Bank has suitable branch location
Number of customers and superior service also depends on the number of branches.
Convenience of branches or the branches availability also influences the customer to get
involved with the bank. 25% customers are highly satisfied, 45% customers are satisfied,
20% customers are indifferent with this statement, and 10% customers are disagreeing with
this statement.
Table 18: Janata Bank has suitable branch location
5 25%
4 45%
3 20%
2 10%
1 0%
62
Chart- 18: Janata Bank has suitable branch location
Q4: Janata Bank gives average bank service and facilities
Customers always compare the products and services of one organization with another to
find out the best one. 15% customers are highly satisfied, 42% customers are satisfied, 28%
customers are indifferent with this statement and 20% customers are disagreeing with this
statement.
Table 19: Janata Bank gives average bank service and facilities
5 15%
4 42%
3 28%
2 20%
1 0%
63
Chart- 19: Janata Bank gives average bank service and facilities
5.7 Findings from the observation

Besides the formal questionnaire survey I have found out some important facts. Those facts
were revealed from the observation during the three months of period. Such facts reflex the
customer’s expectation regarding the service provided by the bank. Such facts are as
follows:
Though the ATM machines are latest in technology but every the customers are
coming up with complaints regarding the ATM booths are not available in different
area.
Quality of service is the most important part of the Janata Bank. But they do not give
quality full service. So it is very necessary to improve their service quality.
Janata Bank does not use modern equipment and technology that better satisfy
customers needs
Janata Bank does not give individual attention to the customer
64
The customers have to pay charge to get second copy of bank statement. If it is for
last six months then the bank provides it instantly, but they seek for more than six
months, statements are delivered on after two or three days.
Most of the customers feel safe in transactions with Janata Bank. So that it is one of
the most vital or strong part for Janata Bank.
5.8 Implication of Result

5.8.1 Divers of Satisfaction
If banks are to improve their satisfaction loyalty ratings and differentiate themselves from
the competition, they need to understand what really drives satisfaction and loyalty. they
also need to know which areas have the greatest room for improvement. There is little point
in intervening resources on areas that are important but are performing well, or in areas
that there is much room for improvement but they are not important in driving satisfaction
and loyalty. Thus Janata Bank managers need to know what levers to push to increase these
measures of success.
One useful tool is to search for the most important attributes that allow analyzing those
areas that are important and have much room for improvements. In the following section
the most important attributes will be discussed.
5.8.2 Most important attributes of the service
The analysis of the importance scores across various attributes of service quality dimension
pointed out some attributes that were highly important to the customer. These attributes
are listed below according to importance:
Speed of Service
Locations of ATM’s
Friendliness & courtesy of the employees
Promptness of error correction
Location of the branches
65
These attributes were considered as the drivers of satisfaction for the customers.
Satisfaction across these attributes influenced the overall satisfaction towards the bank
services. Some other attributes, which were important to customers but not considered as
drivers of satisfaction are listed below:
Individual attention
Safety of transactions with Janata Bank
Reliability and accuracy of the statements
Problem solving interest within employees
The rest of the attributes administered during the survey where found to moderately
important or less important or indifferent for the customers and were not considered by
them while deciding on satisfaction scores.
5.8.3 Satisfaction towards the most important attributes:
As mentioned earlier, the major concern of managers is to find out satisfaction of the
customers across the various drivers of satisfaction. The results of the survey showed that
customers were satisfied only across the following drivers of satisfaction:
Promptness of error correction

Professionalism of the employees
Reliability and accuracy of the statements
Thus the above attributes were only very few compared to the list of highly important
attributes. Again the customer also ranked some of the highly important factors as highly
dissatisfactory. These attributes thus damaged the overall satisfaction scores drastically.
Some such attributes are as follows:
Speed of Service
Locations of ATM’s
Most of the other drivers of satisfaction that were very important to customers showed
average satisfaction scores. This depicts that most of the customers are not very satisfied
66
with the attributes and are the some what indifferent with the attributes. This bought down
the overall satisfaction scores to the neutral or average points.
5.8.4 Most Satisfied Aspects of Janata Bank Service
The respondent showed high satisfaction scores towards some of the attributes of the
service dimensions. Though most of these were not very important to customers they do
represent the good side of the service provided by Janata Bank. Some such satisfied
attributes are listed below starting from the most satisfied ones:
Safety with Janata Bank

Reliability and Accuracy of statement
Cleanliness of the premises
Friendliness and courtesy of employees
Location of the branch
So these were the attributes that resemble strength of service provided by Janata Bank
services, which were ranked as satisfactory by the respondents.
5.8.5 Most Dissatisfied Aspects of Janata Bank Service
The respondent while expressing their satisfaction views toward various attributes ranked
some of the aspect of the service quality poorly. Such dissatisfied must be taken care as
early as possible. Some such poorly ranked dissatisfied attributes are as follows:
ATM booth service

willingness to help
Janata Bank has best interest of the customer
Searching for solution
Clarity of the statements
67
5.9 SWOT Analysis
Strength:
The attribute with which customers were highly satisfied but gave less importance was
tagged as the strength areas of the bank. Some attributes that give Janata Bank Ltd. a better
standing in the competition. These are:
Large number of customers
Rates on savings
Weakness:
Some weaknesses of the bank were pointed out in the survey, which had low satisfaction
scores and were somewhat less important to customers. But in order to improve overall
satisfaction these attributes should be considered.
Slow decision making due to large hierarchy
Solution searching tendency of employees
Location of the ATM’s
Willingness to help
68
Opportunities:
Opportunities are the ones that hold bright prospects for Janata Bank Ltd. identifying that
where it should build its strength. These opportunities are:
Reliability of the statement
Fees and service charges
Location of the branch
Savings service
Threats:
Threats are ones that represent danger for the bank in its future growth and are responsible
for the downgrading of customer satisfaction. Some of the threats are:
Location of the ATM’s
Technology of bank
phone banking service
neatness of employees
Friendliness of employees
69
Chapter -6
Conclusion & Recommendation
70
6.1 Conclusion
This research has provided some interesting insight in to what kind of service the customers
give importance to and what quality service they get from Janata Bank Ltd. It is quite
obvious from the research that the customer requirements are not fully met and they are
very dissatisfied with some of the aspects of the bank. Again the research revealed that only
one third of customers were more or less satisfied with the service of the bank and more
than half of the respondents were on the neutral side of satisfaction line.
Finally, I would say that this research report at Janata Bank has increased my practical
knowledge of Business Administration and made by BBA education more complete and
applied. In this report, I got the opportunity to apply various tools and concepts I learn in my
BBA courses.
Customers are the vital for every business. It is not possible to make a profitable business
without concerning the customer’s benefit. Janata Bank is a great domestic bank. To achieve
the desired position in the market, timely improvement in service is essential
71
6.2 Recommendation
Janata Bank is one of the most flourishing Bank of Bangladesh with wide growth
opportunities in the industry. The survey on the customers of Janata Bank was conducted
with an aim of improving the overall customer satisfaction at Janata Bank Ltd. The research
gave valuable insights as to where improvements were necessary to improve the quality of
service. Janata Bank has strong organizational strength can successfully utilize the
opportunities and overcome its weakness. These are given below:
Use of Marketing Research

Focus on relationship strategic
Clarity of the statements
Available the ATM booths
Reconsider interest rate and savings
These are all about the recommendation provided based on survey and my personal
experiences of internship in Janata Bank. By following these recommendations Janata Bank
would be able to build up a strong platform of satisfied customers.
72
References
1. http://www.janatabank-bd.com/
2. http://en.wikipedia.org/wiki/Janata_Bank
3. http://www.experiencefestival.com/customer_service
4. Book Study from Marketing Management(Philip kotler),Eleventh Edition
73
APPENDIX
Reliability:
Ques.1. Does the Bank provide services within the time promised ?
Ques.2. Do the employees give appropriate solution to problems ?
Ques. 3. Does the Bank errors and mistakes correct its promptly ?
Responsiveness:
Ques. 1. Does the employee give you prompt services?
Ques.2. Are employees always willing to help?
Ques.3. Does the employee always search for solution?
Assurance:
Ques.1. How is the friendliness & courtesy of the employees ?
Ques.2. Do you feel safe in your transactions with Janata Bank ?
Care & Empathy:
Ques.1. Does the Janata Bank give attention to every individual ?
Ques. 2. Does the employees of Janata Bank understand your specific needs ?
Ques.3. Does the Janata Bank have your best interest at hearts ?
74
Tangibility
Ques.1. Does the Janata Bank have visually appealing facilities ?
Ques.2. Does the Janata Bank have convenient hours of operation ?
Ques.3. Are the statement easily understood, reliable and accurate?
Ques.4. Does the Janata Bank modern equipment and technology that better
satisfy your needs ?
Some other Analysis

Ques.1. Does the Janata Bank have strong brand name & reputation ?
Ques.2. Is the quality of services high that are provided by the personnel ?
Ques.3. Does the Janata Bank have suitable branch location?
Ques.4. Does the Janata Bank give average bank services and facilities ?
75

INTERNSHIP REPORT On Customer Satisfaction of Janata Bank

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INTERNSHIP REPORT On Customer Satisfaction of Janata Bank

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[AN ASSESSMENT OF

AN ASSESSMENT OF CUSTOMER SATISFACTION

September 10, 2011

Dr. Masudur Rahman

Sub: Submission of internship Report.

MD. Rabbi Hasan

BBA Program, 13th Batch

Roll: 12, Sec-B

I, of course, have same full responsibility for errors or fact or emphasis.

Chapter Title Page No

1.1 Introduction of the Topic

1.2 Objectives of the Study

1.3 Scope of the Study

1.4 Methodology of the Study

1.4.1 Type of Research

1.4.2 Questionnaire Preparation

1.4.3 Target Group

1.4.4 Sources of Information

1.1.5 Data Collection Instrument

1.1.6 Method and Size

1.4.7 Data Analysis and Findings

1.5 Limitation of the Report

2.2 Customer Satisfaction

2.3 Need to Measure Customer Satisfaction

2.4 Benefit of Customer Satisfaction

2.5 What do Customer want

2.6 Customer Satisfaction Dimension

2.7 Define Service Quality and Satisfaction

2.8 Service Quality Dimension

3 Overview of the Organization 25

3.1 Historical Background of Janata Bank

3.2 Nature of Business

3.3 Organizational Overview

3.4 Company Mission & Vision

3.5 Organizational Hierarchy

3.6 Business Challenges

3.7 Credit Rating

4 Bank Service Provided By Janata Bank Ltd. 33

4.1 Agency Service

4.2 Locker Service

4.3 Evening Banking Service

4.4 Financial Service

4.4.1 Import Finance

4.4.1 Export Finance

4.5 Merchant Banking Operation

4.6 Foreign Remittance

4.7 Remit ONE Money Transfer Management Solution

4.8 Future Plan

5 Customer Satisfaction and Level of Importance at Janata Bank 44

5.4 Care & Empthay

5.6 Some Other Analysis

5.7 Findings from observation

5.8 Implication of Result

5.8.1 Divers of Satisfaction

5.8.2 Most important attributes of service

5.8.3 Satisfaction Towards the most important attributes

5.8.4 Most Satisfied aspects of Janata Bank service

5.8.5 Most dissatisfied aspects of Janata Bank service

5.9 SWOT Analysis

6 Conclusion & Recommendation 70

1.1 Introduction of the topic

1.2 Objective of the Study

The objectives of the study are mentioned as beneath: