1.

1 Introduction

Generally by the word “Bank” we can easily understand that the financial institution deals
with money. But there are different types of banks like; Central Bank, Commercial Banks,
Savings Banks, Investment Banks, Industrial Banks, Cooperative Banks etc. But when we
use the term “Bank” without any prefix, or qualification it refers to the “Commercial
Banks”. A commercial bank is a type of financial intermediary and a type of bank.
Commercial banking is also known as business banking. It is a bank that provides checking
accounts, savings accounts, and money market accounts and that accepts time deposits.
Traditionally, large commercial banks also underwrite bonds, and make markets in currency,
interest rates, and credit-related securities, but today large commercial banks usually have an
investment bank arm that is involved in the mentioned activities.

The Janata Bank Limited (JBL) is one of the new generation public banks that began its journey
in 3rd June, 2001, registered under the Companies Act, 1994, has become one of the few top
performing banks in the country. As a full-fledged commercial bank, The JBL offers services to
meet all kinds of banking needs of customers which include deposit banking, loans and
advances, export and import financing, inland and international remittance facilities etc.

1.2 Rationale of the Study

As a part of the Internship Program of Masters of Business Administration program requirement,

I have chosen to do my internship in the Janata Bank Limited (JBL) for the required period.
After completing one year cumulative study, it is very important to conduct with practical study
for having a strong idea about real happening. Janata Bank Limited, Sadarghat Branch, Dhaka is
a place where I have learnt many things about business dealings.

1.3 Objectives of the Study

The objectives of the study are mentioned as beneath

1
Primary Objective

Primary objective of the report is to understand the Impact of Customer Satisfaction and
fulfilling the course requirements for Completion of the degree of MBA program at
Department Of Accounting & Information Systems, Jagannath University, Dhaka.

Secondary Objectives

Beside the primary objective, there are some other objectives which are equally important.
The prime objective of the study is

To come up with possible ways of improving service quality and efficiency that will lead
to bring more customer satisfaction for Janata Bank Ltd.

To 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.

1.4 Scope of the Study

As a student of MBA, 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 Services 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.

2
1.5 Methodology of the Study

This article is mainly based on secondary data collected from several reliable sources. The
sources of secondary data are annual reports of Bangladesh Bank, Janata Bank & various
Commercial Banks, and related articles etc. A thorough research was carried out for a period of
three months when we talked with several bank bodies and finally this article is chalked. The
investigation will be helpful for the readers and researchers

To complete this report I have to follow a systematic study which includes working, inspecting
and talking to the executives at different level of the organization to know the present scenario of
banking operation in practice. In order to make the report more meaningful and presentable, two
sources of data and information have been used widely.

1.6 Sources of Data

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.

Secondary data

I have elaborated different types of secondary data in my research. Sources of secondary

information can be defined as follows:

3
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.

1.7 Data Collection Instruments

In-depth interview

During the exploratory research, in-depth interviews with employees and customers of Janata
Bank Ltd have been conducted.

Questionnaire survey

A structure and unstructured questionnaire for the customers of Janata Bank has been used.
This structured questionnaire was the major tools of this research project.

Method and Size

For the purpose of getting better result, non probabilistic purposive sampling technique was
used during the survey of this project where customers were given copies of the questionnaire
and were asked to fill them. Continuous support to the customers for any problems that they
faced while filling up questionnaire was given 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.

Size

In this research phase I have selected a group of 100 people.

4
1.8 Limitations of the Study

I faced some problems while doing my internship in this branch and preparing my report. They
are as follows:

 Time frame of the research was very limited. The actual survey was done with in a
month.
 Due to high cost , the study was bound to be concentrated in selected areas of the bank.
To continue study in such a vast area requires a big deal of time.
 As financial organizations banks maintain confidentiality of their valuable data. As a
result the study mostly depended on official files and annual reports.
 JBL as a commercial bank is very busy and the personnel engaged in training and
development department are unable to spare much time for discussion about various
topics.
 Organizational confidentiality is maintained in every formal organization for the security
of their documents and competitive tools. It creates an information lack for proper
presentation of written papers.
 Getting relevant papers and documents were strictly prohibited.
 Large scale research was not possible due to constraints and restriction posed by the
organization.

5
2.1 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
May17, 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
900 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 .

2.2 Organization Mission, Vision and Values

Mission

Janata Bank Limited will be an effective commercial bank by maintaining a stable growth
strategy, delivering high quality financial products, providing excellent customer service through
an experienced management team and ensuring good corporate governance in every step of
banking network.

Vision

To become the effective largest commercial bank in Bangladesh to support socio-economic

development of the country and to be a leading bank in south Asia

6
Values

Source:Annual report of Janata Bank.2015. Figure-1:Values.

2.3 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 September03, 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

7
  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.

2.4 Corporate Profile of Janata Bank Limited – At a Glance

Janata Bank Limited is the 2nd largest state owned commercial bank in Bangladesh. Immediately
after the liberation of Bangladesh in 1972, the erstwhile United Bank Limited and Union Bank
Limited were renamed as Janata Bank. On 21 May, 2007 the bank has been corporatized and
renamed as Janata Bank Limited. Janata Bank Limited has an authorized capital of Tk. 30,000
million , paid up capital of Tk. 19,140 million, reserve fund of Tk.15120 million and retained
surplus Tk.8502 million. The Bank has total assets of Tk.490389 million as on 31 st December
2015.
 Janata Bank limited operates through 904 branches including 4 overseas branches at
United Arab Emirates. It is linked with 1223 foreign correspondents all over the world.
 The Board of Directors is composed of 11(eleven) members headed by a Chairman. The
Directors are representatives from both public and private sectors.
 Total number of employees 14,244 ( As on 01.05.2015)

8
 Name of the Janata Bank Limited
Company
Chairman Professor Dr. Abul Barkat
CEO & Managing Mr. S.M. Aminur Rahman
Director
Legal Status Public Limited Company
Date of Incorporation 21 May, 2007
Registered Address Janata Bhaban, 110 Motijheel Commercial Area, Dhaka-1000
Bangladesh.
Authorized Capital Tk.30,000 million
Paid up Capital Tk.19,140 million
Face value per share Tk. 100 per share
Shareholding Pattern 100% share owned by the Government of Bangladesh
Domestic Network Numbers of Branch-900
Numbers of Divisional Office-10
Numbers of Area Office-12
Numbers of Regional Office-29
Overseas Network Numbers of Branch-4 ( all branches located in United Arab
Emirates)
Numbers of 14,244 ( As on 01.05.2015)
Employees
Telex 675840 JBDBJ, 671288 JBHOBJ
Phone PABX: 9560000, 9566020, 9556245-49, 9565041-45, 9560027-
30
Fax 88-02-9564644, 9560869
E-mail [email protected]
Website www.janatabank-bd.com
Swift Code JANB BD DH
Source: Janata Bank Annual report 2015, Table -1 : Corporate profile - At a Glance

2.5 Organizational Hierarchy

Chairman

Managing Director & CEO

9
 (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

Figure 02: Organizational Hierarchy

2.6 Business Challenges

Janata Bank wanted to streamline their remittance operations and improve customer
service. To achieve these objectives, they had to address four major challenges:

10
 Previously, most money transfers were processed manually across Janata Bank’s remittance
centers 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 .

2.7 Functions of Janata Bank Limited

11
 Figure-3: Function of Janata Bank Limited

2.8 Services Provided by Janata Bank

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

12
 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)

6. Payment of Government primary school teacher’s 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.

13
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 medium size
locker

c) Yearly TK.1800/= for

Custody of Locker / Safe Rent
big size locker

Table -02: Charges for locker service

Evening Banking Services

"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.

Financial Services

14
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

Figure -04: Financial services at Janata Bank

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

15
Wheat Rice Sugar

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

Figure-5: Import Finance

Export Finance

16
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.

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

17
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
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.

2.9 SWOT Analysis

18
Strengths

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

Location of the branches

Professionalism of the employees

Rates on savings

Weaknesses

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

Opportunities

19
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

3.1 Customer Service

20
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 .

3.2 Satisfaction

Satisfaction means the contentment one feels when one has fulfilled a desire, need or
expectations.

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 promise

3.3 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

Customer satisfaction is equivalent to making sure that product and service performance
meets customer expectations Moreover, customer satisfaction is the perception of the
customer that the outcome of a business transaction is equal to or greater than his/her
expectation .Customer satisfaction occurs when acquisition of products and/or services
provides a minimum negative departure from expectations when compared with other
acquisitions .

21
3.4 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 p r o m o t e an increased focus on
customer outcomes and stimulate improvements in the work practices and processes used
within the company.

3.5 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.

22
 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

Relationship experience

Frequency and quality of contact

Knowledge of company products and customer opportunities

Conduct and Communication of relationship person.

23
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.

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.

24
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

4.1 Reliability

Aspects relating to reliability dimension of service quality were asked in 3 different questions.
These questions are as follows:

Q-1: 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 neutral as well as 18% customers are dissatisfied with this
statement.

Satisfaction Score Satisfaction Percentage

(%)
Highly Satisfied 2%
Satisfied 20%
Neutral 60%
Dissatisfied 18%
Very Dissatisfied 0%
Table-3: Provides services within the time promised.

25
 Percentage
60%
50%
40%
30%
20%
10% Percentage
0%
H.Satisfied
Satisfied
Neutral
Dissatisfied
V.Dissatisfied

Figure-6: Provides services within the time promised.

Q-2: Errors and mistakes correct 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 neutral as well as 30% customers are dissatisfied with this
statement.

Satisfaction Score Satisfaction Percentage

(%)

Highly Satisfied 5%

Satisfied 25%

Neutral 40%

Dissatisfied 30%
Very Dissatisfied 0%

Table-4: Errors and mistakes correct promptly.

26
 Percentage
40%
30%
20%
10% Percentage
0%
H.Satisfied
Satisfied
Neutral
Dissatisfied
V.Dissatisfied

Figure-7: Errors and mistakes correct promptly.

Q-3: 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 neutral, 20% customers are dissatisfied with this statement and
5% customers are very dissatisfied with this statement.

Satisfaction Score Satisfaction

Percentage (%)
Highly Satisfied 0%

Satisfied 35
%
Neutral 40
%

Dissatisfied 20
%

Very Dissatisfied 5%

Table-5: Employee always searches for solution.

27
 Percentage
40%
35%
30%
25%
20%
15%
10% Percentage
5%
0%
H.Satisfied
Satisfied
Neutral
Dissatisfied
V.Dissatisfied

Figure -8: Employee always searches for solution.

4.2 Responsiveness

Three attributes were grouped in this dimension and the respondents were asked to express
their opinion. Results are various aspects are shown below:

Q-1: Employee gives you prompt Services.

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 neutral as well as 28% customers are
dissatisfied with this statement. The results are as follows

Satisfaction Score Satisfaction Percentage

(%)
Highly Satisfied 2%

Satisfied 40%
Neutral 30%

Dissatisfied 28%

Very Dissatisfied 0%

28
 Table-6: Employee gives you prompt service.

Percentage
40%
35%
30%
25%
20%
15%
10% Percentage
5%
0%
H.Satisfied
Satisfied
Neutral
Dissatisfied
V.Dissatisfied

Figure-9: Employee gives you prompt services

Q-2: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 neutral as well as 20% customers are dissatisfied with this
statement. The results are as follows

Satisfaction Score Satisfaction Percentage

(%)
Highly Satisfied 10%

Satisfied 45%
Neutral 25%

Dissatisfied 20%
Very Dissatisfied 0%

29
 Table-7: Employees are always willing to help

Percentage
50%
40%
30%
20%
Percentage
10%
0%
H.Satisfied
Satisfied
Neutral
Dissatisfied
V.Dissatisfied

Figur-10: Employees are always willing to help.

Q-3: Employees give appropriate solution to problems.

It is one of the most vital parts of the responsiveness. 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 neutral and 45% customers are
dissatisfied with this statement.

Satisfaction Score Satisfaction Percentage

(%)

Highly Satisfied 0%

Satisfied 15%
Neutral 40%

Dissatisfied 45%
Very Dissatisfied 0%

Table-8: Employees give appropriate solution to problems.

30
 Percentage
50%
40%
30%
20%
Percentage
10%
0%
H.Satisfied
Satisfied
Neutral
Dissatisfied
V.Dissatisfied

Figure-11: Employees give appropriate solution to problems.

4.3 Assurance

Aspects relating to assurance dimension of service quality where asked three different
questions. The results are as follows

Q-1: Statements are easily understood, reliable and accurate

This attribute was also found to be another one of the most important ones. In this attribute
satisfaction percentage is much higher. 10% customers are highly satisfied, 55% customers
are satisfied, 15% customers are neutral with this statement, 8% customers are
dissatisfied with this statement and 2% customers are very dissatisfied with this
statement.

Satisfaction Score Satisfaction Percentage

(%)
Highly Satisfied 10%

Satisfied 55%

Neutral 25%

Dissatisfied 8%
Very Dissatisfied 2%

Table-9: Statements are easily understood, reliable and accurate

31
 Percentage
60%
50%
40%
30%
20%
Percentage
10%
0%
H.Satisfied
Satisfied
Neutral
Dissatisfied
V.Dissatisfied

Figure-12: Statements are easily understood, reliable and accurate

Q-2: Janata Bank gives average bank services 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 neutral with this statement and 20% customers are dissatisfied with this
statement.

Satisfaction Score Satisfaction Percentage

(%)
Highly Satisfied 10%

Satisfied 42%

Neutral 28%

Dissatisfied 20%
Very Dissatisfied 0%

Table-10: Janata Bank gives average bank service and facilities

32
 Percentage
50%
40%
30%
20%
10%
Percentage
0%
H.Satisfied
Satisfied
Neutral
Dissatisfied
V.Dissatisfied

Figure-13: Janata Bank gives average bank service and facilities

Q-3: You feel safe in your transactions with Janata Bank.

Most of the respondents were in satisfied while expressing their satisfaction towards this
aspect. 15% customers are highly satisfied, 45% customers are satisfied with this statement,

30% customers are neutral and 10% customers are dissatisfied.Most of the respondent’s
positive with this statement.

The results are as follows

Satisfaction Score Satisfaction Percentage

(%)
Highly Satisfied 15%

Satisfied 45%
Neutral 30%

Dissatisfied 10%

Very Dissatisfied 0%

Table -11: You feel safe in your transactions with Janata Bank.

33
 Percentage
50%
40%
30%
20%
Percentage
10%
0%
H.Satisfied
Satisfied
Neutral
Dissatisfied
V.Dissatisfied

Figure-14: You feel safe in your transactions with Janata Bank.

4.4 Empathy

Attributes were grouped in the dimension and the respondents were asked to express their
opinions. Results of the various aspects are shown below.

Q-1: Janata Bank gives attention to every individual

In this attribute satisfaction percentage is not much higher. 20% customers are satisfied, 42%
customers are neutral, 30% customers are dissatisfied with this statement and 8% customers
are very dissatisfied with this statement.

Satisfaction Score Satisfaction Percentage

(%)

Highly Satisfied 0%

Satisfied 20%
Neutral 42%

Dissatisfied 30%
Very Dissatisfied 8%

Table-12: Janata Bank gives attention to every individual.

34
 Percentage
50%
40%
30%
20%
Percentage
10%
0%
H.Satisfied
Satisfied
Neutral
Dissatisfied
V.Dissatisfied

Figure -15: Janata Bank gives attention to every individual

Q-2: Employees of Janata Bank understands your specific needs

Most of the respondents were in indifferent while expressing their satisfaction towards this
aspect. In this attribute satisfaction percentage is not much higher. 25% customers are
satisfied, 55% customers are neutral, and 20% customers are dissatisfied with this statement.

Satisfaction Score Satisfaction Percentage

(%)
Highly Satisfied 0%

Satisfied 25%
Neutral 55%

Dissatisfied 20%

Very Dissatisfied 0%

Table-13: Employees of Janata Bank understands your specific needs

35
 Percentage
60%
50%
40%
30%
20% Percentage
10%
0%
H.Satisfied
Satisfied
Neutral
Dissatisfied
V.Dissatisfied

Figure -16: Employees of Janata Bank understands your specific need

Q-3: Janata Bank has your best interest at hearts

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, 48% customers are
neutral, 15% customers are dissatisfied with this statement and 5% customers are very
dissatisfied with this statement.

Satisfaction Score Satisfaction Percentage

(%)
Highly Satisfied 0%

Satisfied 32%

Neutral 48%

Dissatisfied 15%
Very Dissatisfied 5%

Table-14: Janata Bank has your best interest at hearts

36
 Percentage
50%
40%
30%
20%
10% Percentage
0%
H.Satisfied
Satisfied
Neutral
Dissatisfied
V.Dissatisfied

Figure-17: Janata Bank has your best interest at hearts.

4.5 Tangibility

Question relating to the tangible dimension were asked to the respondents. These
questions covered various tangible aspects of the services provided by Janata Bank.

Q-1: Janata Bank has visually appealing facilities

Respondents were in indifferent while expressing their satisfaction towards this aspect. In this
attribute satisfaction percentage is not much higher. 25% customers are satisfied, 45%
customers are neutral, 22% customers are dissatisfied with this statement and 8% customers
are very dissatisfied with this statement.

Satisfaction Score Satisfaction Percentage

(%)
Highly Satisfied 0%

Satisfied 25%
Neutral 45%

Dissatisfied 22%
Very Dissatisfied 8%

Table-15: Janata Bank has visually appealing facilities

37
 Percentage
50%
40%
30%
20%
Percentage
10%
0%
H.Satisfied
Satisfied
Neutral
Dissatisfied
V.Dissatisfied

Figure-18: Janata Bank has visually appealing facilities

Q-2: 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 neutral and 26% customers are
dissatisfied with this statement. Most of the respondent’s positive with this statement. The
results are as follows:

Satisfaction Score Satisfaction Percentage

(%)

Highly Satisfied 0%

Satisfied 44%

Neutral 30%

Dissatisfied 26%

Very Dissatisfied 0%

Table-16: Janata Bank has convenient hours of operation.

38
 Percentage
50%
40%
30%
20%
Percentage
10%
0%
H.Satisfied
Satisfied
Neutral
Dissatisfied
V.Dissatisfied

Figure-19: Janata Bank has convenient hours of operation

Q-3: Janata Bank has modern equipment and technology that better satisfy your needs

This attribute was also found to be another one of the most important ones. In this attribute
dissatisfaction percentage is much higher.25% customers are neutral, 35% customers are
dissatisfied with this statement and 20% customers are very dissatisfied with this statement.

Satisfaction Score Satisfaction Percentage

(%)
Highly Satisfied 0%

Satisfied 0%
Neutral 25%

Dissatisfied 35%

Very Dissatisfied 40%

Table-17: Modern equipment and technology that better satisfy your needs

39
 Percentage
35%
30%
25%
20%
15%
10% Percentage
5%
0%
H.Satisfied
Satisfied
Neutral
Dissatisfied
V.Dissatisfied

Figure-20: Modern equipment and technology that better satisfy your needs

4.6 Findings from the Observation

40
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

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.

4.7 Most important attributes of the Services

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 the Services should increases;

Locations of ATM’booths to ensure availability of the Services ;

Friendliness & courtesy of the employees ;

Promptness of error correction and Location of the branches .

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

41
other attributes, which were important to customers but not considered as drivers of
satisfaction are listed below

Individual attention must given;

Safety of transactions with Janata BankLtd.

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.

4.8 Dissatisfied Aspects

The respondent while expressing their dissatisfaction 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 services ;

Janata Bank has best interest of the customer ;

Searching for faster problems solution ;

Clarity of the statements and

Willingness to help the Customers all the time.

5.1 Recommendations

42
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 effectively ;

Focus on strategic relationship building;

Clarity of the statements;

Available of ATM booths where necessary;

Reconsider interest rate and savings;

Janata Bank should give individual attention to the customer;

Searching for faster problems solution;

Speed of the Services should increases;

Willingness to help the Customers all the time and

Modern equipment and technology should use to satisfy customers needs.

These are all about the recommendations 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.

5.2 Conclusion

43
As per entity concept banks are responsible corporate citizens. Banks believe that every
small step taken today would go a long way in building a greener future and that each one
of them can work towards to better global environment. 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

Janata Bank Limited is the second largest Government owned Bank. It operates credit facilities
for business purpose as well as welfare of the economy. Bank finance at the rural level at a very
low interest rate. It has also Special loan procedures for the rural farmers. This helps for the
development of the rural economy of the country. Janata Bank limited operates through 904
branches including 4 overseas branches at United Arab Emirates. It is linked with 1223 foreign
correspondents all over the world. The Board of Directors is composed of 11(eleven) members
headed by a Chairman. The Directors are representatives from both public and private sectors.
Total numbers of employees are 14,244 (As on 01.05.2015).

Every Branch of Every Bank has to maintain the General Banking department. It takes care of lot
of important banking activities mainly collecting the deposit from customers. General banking
department is mostly expected to maximize the number of customers. It is the introductory
department of the Bank to its customers.

Janata Bank Limited will be an effective commercial bank by maintaining a stable growth
strategy, delivering high quality financial products, providing excellent customer service through
an experienced management team and ensuring good corporate governance in every step of
banking network

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.

44
Finally, I would say that this research report at Janata Bank has increased my practical
knowledge of Business Administration and made by MBA education more complete and
applied. In this report, I got the opportunity to apply various tools and concepts I have learnt in
my BBA and MBA courses.

References

45
 Annual Report of Janata Bank Ltd, (2014-2015).
 C. R. Kothari, Book Name, Research Methodology,(2nd Edition), chapter
No: (1,2, 4, 6, 14).
 Different ledger books of Janata Bank Ltd, Islampur Branch, Dhaka.
 Janata Bank Ltd. General Banking Manual (1993)
 Janata Bank (2015) “Organization Overview” (Online)
 Janata Bank (2015) “Company Vision” [Online]. Available from:
www.janatabank.org
 Janata Bank (2015) “Organizational Hierarchy” [Online]. Available from:
www.janatabank.org
 Zeithamal, V. Bitner, M. and Gremler, D. (2007), “ Service Marketing” 5th
edition,
 www.businessdictionary.com
 www.janatabank-bd.com

APPENDIX

46
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. Are the statements easily understood, reliable and accurate ?

Ques.2. Does Janata Bank give average bank services and facilities ?

Ques.3.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 ?

Tangibility

47
Ques.1. Does the Janata Bank have visually appealing facilities?

Ques.2. Does the Janata Bank have convenient hours of operation?

Ques.3. Does the Janata Bank have 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?

48