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[AN ASSESSMENT OF CUSTOMER SATISFACTION OF JANATA BANK

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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
Program, 13 Batch Roll: 12, Sec-B
th

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An Assessment of Customer Satisfaction of Janata Bank
Department of Marketing University of Dhaka

Letter of Submission
September 10, 2011
Dr. Masudur Rahman Associate Professor Department of Marketing 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

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MD. MD.MD. omnipotent for preparing fruitfully this internship reports. University of Dhaka for his valuable advises and cooperation. He has not equaled. I.MD.MOBASSER HAQ and other officers of JBL(Mirpur Branch) for their relentless efforts in carrying out my study. but he is almighty. I offer intend my sincere thanks. valuable suggestion and instruction it would not have been possible for me to complete my internship report. have same full responsibility for errors or fact or emphasis. the unique with perfect attributes. Assistant Manager of Mirpur Branch of JBL. of course. Masudur Rahman.SARIFUL ISLAM.RAZZAK. nor is he begotten. BALAL AHMED. 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. Dept. I can humbly tell that without their meticulous care. and the finished report that they helped guide to completion.RAFIQUEL ISLAM Sir.An Assessment of Customer Satisfaction of Janata Bank Department of Marketing University of Dhaka ACKNOWLEDGEMENT All praise is to the one to one to whom all dignity. honor and glory are due. I lack the space here to acknowledge all of the other individuals whose special effort went into this paper. I would like to extend my sincere gratitude to my course instructor Dr. I am also grateful to MD. 4 . They providing me with necessary information and extended their hands to me. of Marketing. who begets not.

The survey data is then analyzed with the help of statistical tools like weighted average mean and simple arithmetic mean. 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. By increasing the numbers of ATM’s. personalize caring. implementing charges Janata Bank can improve its service quality. a leading commercial bank with 867 outlets strategically located in almost all the commercial areas throughout Bangladesh. As a result the customer expectations about the service quality of Janata Bank always remain medium. constructing the new branches. 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 survey outcome is not highly satisfactory. assets. Janata Bank Limited. 5 . 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. The survey is conducted on 100 respondents (sample) those represent the total general customers segment. 2007 with a view to take over the business.An Assessment of Customer Satisfaction of Janata Bank Executive Summary Now the banks constitute the core of the country’ s organized financial system in Bangladesh. overseas Exchange Houses and hundreds of overseas Correspondents. employees training. 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. introducing locker service. Customer had to mark the level of importance that they perceive about a particular service attribute’s quality. came into being as a Public Limited Company on May 17. The objective of the report is to assess the level of importance. liabilities. I got the opportunity of getting important information from the employees of this bank that help me to prepare this project paper. Customers are highly dissatisfied with the service quality of ATM ’s because of the less number of ATM’s. Ensuring the maximum level of customer satisfaction is an aim for each financial institution.

7 Data Analysis and Findings 1.4 Sources of Information 1.4 Benefit of Customer Satisfaction 2.4.4.3 Target Group 1.5 Limitation of the Report 2 Customer Service 2.4.3 Need to Measure Customer Satisfaction 2.1 Introduction of the Topic 1.4 Methodology of the Study 1.5 Data Collection Instrument 1.1 Type of Research 1.2 Customer Satisfaction 2.1.4.1 Satisfaction 2.An Assessment of Customer Satisfaction of Janata Bank Table of Content Chapter 1 Introduction 1.4.5 What do Customer want 2.1.6 Method and Size 1.2 Questionnaire Preparation 1.6 Customer Satisfaction Dimension 16 Title Page No 9 6 .2 Objectives of the Study 1.3 Scope of the Study 1.

2 Nature of Business 3.1 Export Finance 4.7 Define Service Quality and Satisfaction 2.1 Agency Service 4.8 Future Plan 5 Customer Satisfaction and Level of Importance at Janata Bank 5. 4.1 Reliability 5.2 Responsiveness 5.2 Locker Service 4.4.3 Organizational Overview 3.3 Assurance 44 33 25 7 .5 Organizational Hierarchy 3.7 Credit Rating 4 Bank Service Provided By Janata Bank Ltd.An Assessment of Customer Satisfaction of Janata Bank 2.6 Foreign Remittance 4.3 Evening Banking Service 4.4 Company Mission & Vision 3.4.6 Business Challenges 3.1 Import Finance 4.7 Remit ONE Money Transfer Management Solution 4.1 Historical Background of Janata Bank 3.5 Merchant Banking Operation 4.8 Service Quality Dimension 3 Overview of the Organization 3.4 Financial Service 4.

8.6 Some Other Analysis 5.8.4 Most Satisfied aspects of Janata Bank service 5.1 Divers of Satisfaction 5.8.An Assessment of Customer Satisfaction of Janata Bank 5.9 SWOT Analysis 6 Conclusion & Recommendation 6.5 Tangibility 5.8 Implication of Result 5.2 Most important attributes of service 5.3 Satisfaction Towards the most important attributes 5.2 Recommendation Reference Appendix 70 8 .8.5 Most dissatisfied aspects of Janata Bank service 5.7 Findings from observation 5.8.4 Care & Empthay 5.1 Conclusion 6.

An Assessment of Customer Satisfaction of Janata Bank Chapter -1 Introduction 9 .

10 .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.An Assessment of Customer Satisfaction of Janata Bank 1.1 Introduction of the topic 1.

The scope of this report is limited to the overall description of the company. Organizational Structure and Financial Service of Janata Bank Ltd. 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. In modern world without Customer Satisfaction any organization can not run in any moments. it is normally essential to know the customer service and satisfaction of any bank. This report covers: Customer Service and Satisfaction of Janata Bank Ltd. Analyze customer opinion regarding satisfaction through questioning customer. To assess the level of importance. 1. there are some other objectives which are equally important. 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. assessment about the service provided by the customer service 11 .3 Scope of the study As a student of BBA. Its service and their customers’ department.An Assessment of Customer Satisfaction of Janata Bank b) Secondary Objective: Beside the primary objective.

exploratory research often concludes that a perceived problem does not actually exist.4. exploratory research will be conducted to find out and understanding of the overall banking of Janata Bank Ltd.An Assessment of Customer Satisfaction of Janata Bank 1. 1. 12 . 1. Given its fundamental nature. Exploratory research often relies on secondary research such as reviewing available literature and/or data.4. Exploratory Research Exploratory research is a type of research conducted for a problem that has not been clearly defined. and more formal approaches through in-depth interviews. 21 questions are selected which focus this 5 dimensions.1 Type of research: In this study. data collection method and selection of subjects.4. or qualitative approaches such as informal discussions with consumers. management or competitors. and also to determine some of the attributes of service quality in this bank. I also designed a structure and unstructured questionnaire. Exploratory research helps determine the best research design.3 Target Group Individual Customer’s of Janata Bank Ltd. There are five service quality dimensions Reliability. employees. This structured questionnaire was the major tools of this research project.4 Methodology of the Study 1. Responsiveness.2 Questionnaire Preparation The entire questionnaire is prepared based on the SERVQUAL scale. Empathy and Tangibles. Assurance. It should draw definitive conclusions only with extreme caution.

Secondary data I have elaborated different types of secondary data in my research. and directly communicating with the customers. 2.4 Sources of Information 1. Primary data were mostly derived from the discussion with the employees & through surveys on customers of the organization. Primary Data I have collected primary data by variety of ways. 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 . By interviewing customers of Janata Bank.4. first of all by interviewing employees of Janata Bank Ltd.An Assessment of Customer Satisfaction of Janata Bank 1. I have also conducted a questionnaire survey of the customers minimizing interruptions in their baking activities. Primary information is under consideration in the following manner: Face to face conversation with the employees.

4. Method For the purpose of getting better result. As the simple random sampling is easily understood and results are assessable it is best suited for my study. This structured questionnaire was the major tools of this research project. 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.4.7 Data analysis and Findings The analysis of collected data is completed with the help of the statistical tools. 3. and 1) is counted as the weight. 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. 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. Questionnaire survey: I also designed a structure and unstructured questionnaire for the customers of Janata Bank.5 Data Collection Instruments In-depth interview: During the exploratory research. 2. Size In this research phase I selected a group of 100 people 1. 14 . Here the value of the SERVQUAL scale (5. 1. 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.6 Method and Size 1. Iconducted in-depth interviews with employees and customers of Janata Bank Ltd. 4.4.An Assessment of Customer Satisfaction of Janata Bank 1. 2.

An Assessment of Customer Satisfaction of Janata Bank 1. Part of organizational culture was written from individual’s perception and may vary from person to person. 15 .5 Limitation of the report Time frame of the research was very limited. Getting relevant papers and documents were strictly prohibited. Large scale research was not possible due to constraints and restriction posed by the organization. The actual survey was done with in a month.

An Assessment of Customer Satisfaction of Janata Bank Chapter -2 Customer Service 16 .

2. 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. I think it is appropriate to provide several definitions because a single definition gives the impression that there can be only one. it implies compensation substitute where as performance denotes doing what was actually promised. Rather than a single definition. While satisfaction is sometimes equated with performance. which is certainly not true.1 Satisfaction Definition 1: Satisfaction means the contentment one feels when one has fulfilled a desire. or fulfillment of a claim. 2. 17 . Definition 2: Customer level of approval when comparing a product perceived performance with his or her expectation. extinguishment. Also could refer to discharge. need or expectations. or retirement of an obligation to the acceptance of the obligator.0 Customer Service Customer Service is the set of behavior that a business undertakes during its interaction with its customers.An Assessment of Customer Satisfaction of Janata Bank 2. It can also refer to a specific person or desk which is set up to provide general assistance to customers.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. Definition 1: Customer satisfaction is equivalent to making sure that product and service performance meets customer expectations.

2. Forward-looking companies are finding value in directly measuring and tracking customer satisfaction (CS) as an important strategic success indicator. where they stand in comparison to their competitors. Evidence is mounting that placing a high priority on CS is critical to improved organizational performance in a global marketplace. and achieving aims and happy with outcome and the fact that they did not encounter any hassle.An Assessment of Customer Satisfaction of Janata Bank Definition 3: Customer satisfaction occurs when acquisition of products and/or services provides a minimum negative departure from expectations when compared with other acquisitions. With better understanding of customers' perceptions. 18 . In the era of the globalization. They can identify their own strengths and weaknesses. companies can determine the actions required to meet the customers' needs. companies is more concerned about Customer management of the Satisfaction. business organizations have been elevating the role of the customer to that of a key stakeholder over the past twenty years. Satisfied customers are central to optimal performance and financial returns. achieving aims. which can be split into the broad themes of contentment/happiness. Customers are viewed as a group whose satisfaction with the enterprise must be incorporated in strategic planning efforts. 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. chart out path future progress and improvement. In many places in the world. relief. which leads to profitability.3 The Need to Measure Customer Satisfaction The word "satisfied" itself had a number of different meanings for respondents.

advent of new technology.5 What Do Customers Want? Before we begin to create tools to measure the level of satisfaction. 19 . We need to know what our customers expect from the products and services we provide.An Assessment of Customer Satisfaction of Janata Bank 2. product specifications and delivery requirements. 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. From small customer service departments to large call centers. changes in customer’s priorities. For example. need to keep informed about the latest customer satisfaction techniques for running a valuable customer service function. the importance of developing a valued relationship with customers using CRM is essential to support customer and long-term business growth.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. it is important to develop a clear understanding of what exactly the customer wants. Implied: Customer Expectations are not written or spoken but are the ones the customer would ‘expect’ the supplier to meet nevertheless. 2. Supplier’ s performance against these requirements is most of the items directly measurable. improved quality of service provided by competitors are just a few examples. There are many reasons why customer expectations are likely to change overtime. Process improvements. a customer would expect the service representative who calls on him to be knowledgeable and competent to solve a problem on the spot.

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 . Level of congruence between what was sold and what was delivered. communication and mannerism of sales person.An Assessment of Customer Satisfaction of Janata Bank 2. Presentation. 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. Availability and quality of brochures. Level of understanding of customer’s needs and unique perspective.6 Customer Satisfaction Dimension Customer Satisfaction is measured across various parameters. Sales Experience Level of product Knowledge with Sales staff Timeliness and quality of response to customer queries on product. Project of honesty and trustworthiness. Product Experience Level of product quality vis-à-vis expectation. There are parameters and sub parameters (some enumerated below). sales material.

and press writers tend to use those terms interchangeably. service quality has specific attributes of the service itself. the fundamental causes and outcomes differ from one another. situational factors and personal factors. empathy and tangibles. the more precise meanings and measurement of the two concepts were developed after a considerable debate. 2009. service quality is a reflection of the customer’s perception of reliability. Although these two consensuses share something in common. price.) 21 . While satisfaction is a wide and broad concept in general. product quality.7 Defining Service Quality and Satisfaction The two separate terms “satisfaction” and “quality” are difficult to define in general. 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. As shown below in Figure 1. Bitner & Gremler.An Assessment of Customer Satisfaction of Janata Bank Relationship experience Frequency and quality of contact Knowledge of company products and customer opportunities Conduct and Communication of relationship person. 103. (Zeithaml. assurance. Complaint resolution / Grievance Handling Timeliness of complaint resolution Quality of complaint resolution Level of iterations till the complaint was resolved. 2. Whereas customer satisfaction is more inclusive and perceived according to service quality. responsiveness. However.

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. or even combine them with another element to create a service quality strategy. and indicate quality to customers. personnel and communications materials. Bitner & Gremler 2009.An Assessment of Customer Satisfaction of Janata Bank Reliability Responsiveness Assurance Empathy Tangibles Service Quality Situational Factors Product Quality Customer Satisfaction Customer Loyalty Price Personal Factors Figure: Service Quality and satisfaction 2. As it is east to understand and to identify the customer satisfaction level this model is selected to use in the report. 115) 22 . Customers. equipment. particularly new customers. It was first published in 1988 and has undergone improvements and revisions since than.8 Service Quality Dimension (SERVQUAL) The SERVQUAL model is a widely accepted model of determining and expressing the customer satisfaction. use these physical representations or images to assess quality. Service companies can make good use of tangible factors to improve their image. (Zeithaml. provide continuity.

An Assessment of Customer Satisfaction of Janata Bank 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.

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An Assessment of Customer Satisfaction of Janata Bank
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.)

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An Assessment of Customer Satisfaction of Janata Bank

Chapter -3

Overview of the Organization

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The bank has 7 Circle offices. 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. 52 zonal offices and 867 branches including 10 corporate and 40 AD( authorized dealer) branches. 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. The authorized capital of the Bank is Tk. overseas Exchange Houses and hundreds of overseas Correspondents. Janata Bank Limited is governed by a Board of Directors consisting of 13(thirteen) members headed by a chairman.An Assessment of Customer Satisfaction of Janata Bank 3. a leading commercial bank with 867 outlets strategically located in almost all the commercial areas throughout Bangladesh. 30 Divisions in head office. The corporate and AD branches are authorized to deal in Foreign exchange business. 2007 with a view to take over the business. 2007 with retrospective effect from 01 July. came into being as a Public Limited Company on May 17. liabilities.1 Historical Background: Janata Bank Limited. 26 . Managing Director is assisted by Deputy Managing Directors and General Managers. 800 crore. The Bank is headed by the Managing Director & Chief Executive Officer. assets.

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. Janata Bank Ltd. AMB-34/2009 dated March 23. 1996. 27 .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. 2009 under Securities and Exchange Commission Act. The Bank has earned an excellent business reputation in handling and funding international trade particularly in boosting export & import of the country.An Assessment of Customer Satisfaction of Janata Bank 3. 2009 vide registration certificate no. The Bank also started its Merchant Banking operations at Head Office level from September 03. The Bank finances exports within the framework of the export policy of the country. 1993 and Securities and Exchange Commission Rules. and operations commonly carried or undertaken by remittance and exchange houses.

bangladesh.org janata@ janatabank.phd Syed abu naser bukhtear ahmed. Khondokar bazlul haque. Authorized capital Paid up capital Reserve and retained earning Number of employees Number of branch Number of subsidiary website email Tk.org 28 .janatabank. Ekramul Hakim Public limited company 17 may 2007 9d dilkusha commercial area. B. 800 crore Tk.An Assessment of Customer Satisfaction of Janata Bank 3.3 Organizational Overview: Name of the company chairman Managing director Company secretary Legal status Date of incorporation Registered office Janata Bank ltd. 420 crore 11443 867 02 www. 497 crore Tk.Sc.MBA MD. Dhaka- 1000.

An Assessment of Customer Satisfaction of Janata Bank 3.4 Company Mission & Vision Company Mission:  To become a leading bank of Bangladesh. We fuse ideas and lessons from best practice to explore new avenues to become stronger. 29 . more efficient and competitive. We apply information and communication technology for the benefit of our customer and employees. Company Vision: We operate ethically and fairly within the stringent framework set by our regulators. quality and customer service. We invest to strengthen the future of the bank.  Operating at international level of efficiency.

An Assessment of Customer Satisfaction of Janata Bank 3. Managing Director (Principal Branch) Senior Principal Officer Principal Officer Senior Officer Officers/Officers Cash 30 .5 Organizational Hierarchy: Chairman Managing Director & CEO (Human Resource Division) General Manager (Operation) Deputy Managing Director (Loan Recovery) Assist.

Janata Bank wanted to empower their staff to help customers as effectively as possible. rapidly and reliably among their 867 branches. To achieve these objectives. Janata Bank wanted to offer their customers popular same day services such as spot cash within minutes. 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. They wanted the system to be user-friendly so staff could rapidly learn how to use it. they had to address four major challenges: Previously. 31 . They wanted to ensure that the right information is delivered to the right branch at the right time using advanced auto-routing features. Janata Bank wanted to be able to communicate and collaborate information accurately. which in turn could save them time and cost.000 customers on certain days. Janata Bank wanted to have a sophisticated money transfer management system that could be easily used by their staff. Some Janata Bank branches could expect up to 2. making it very difficult for their staff to serve them.An Assessment of Customer Satisfaction of Janata Bank 3.6 Business Challenge Janata Bank wanted to streamline their remittance operations and improve customer service.

The short term rating indicates highest certainty of timely payment. 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. Credit rating by CRISL particular Long term Short term ST-1 ST-2 Entity Rating as Government Guaranteed Bank Entity Rating as Commercial Bank-2009 Outlook Date of rating declaration AAA A Stable 06/09/2010 32 .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. Changing economic circumstances are unlikely to have any serious impact on the category of banks. CRISL. Safety is almost like risk free Government short-term obligations. offer highest safety and have the highest credit quality. being a local rating agency. Financial Institutions rated in this category are adjudged to be of best quality.An Assessment of Customer Satisfaction of Janata Bank 3. always considers the Government of the People’s Republic of Bangladesh as the highest risk free entity.

An Assessment of Customer Satisfaction of Janata Bank Chapter -4 Services Provided by Janata Bank 33 .

Sale/Purchase of Prize bonds 4.1 Agency Services: Janata Bank Limited.An Assessment of Customer Satisfaction of Janata Bank 4. Payment of Army/civil pension 5. ltd without service charges Gas bill of Bakhrabad Gas Co. 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. Collection of Utility bills : Telephone bills of T &T Authority without service charges Grameen Phone bills of Grameen Phone Ltd. Payment of non-government primary /secondary school/college /Madrasha teachers benefit (government portion) 34 . 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. Here below are a few of such services Janata Bank Limited provides: 1. 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. free of charges. 2. Ltd. ltd without service charges Bill of Oil-bill of Meghna Petrolium Co. T& D Co. being a state owned Bank. Sale/encashment of Saving Certificates 3.

only for receiving Cash and Documents beyond transaction hours till 6 o'clock in the evening. 4. Payment of stipend for female students of secondary and higher secondary institutions 9. is available in about 207 important Branches of Janata Bank Limited. Maintain of BADC disbursement account with 200 branches 13. Payment of stipend to primary students 11.900/= for small size locker b) Yearly TK.1200/= for medium size locker c) Yearly TK.1800/= for big size locker Custody of Locker / Safe Rent 4. Payment of Government primary school teachers salary 7. Payment of stipend to Shishu Kallyan Trust in urban areas. Payment of Govt. Bidava and Dostho Mohila. 8. 10. 35 . who accumulate cash as sales proceeds in the afternoon when counters of Bank branches usually remain closed. a unique service of Janata Bank Limited. Janata Locker Service is available in most of the Branches in urban areas. Payment of Food Procurement bills.3 Evening Banking Service: "Evening Banking". Nature of Service Nature of Charges Rate of Charges a) Yearly TK. like shopkeepers. 12. allowances to Bayaska.2 Locker Service: For safekeeping of customers' valuables like important documents and goods like jewelries and gold ornaments. The service is attractive for those.An Assessment of Customer Satisfaction of Janata Bank 6. Payment of Honorarium to freedom fighters.

An Assessment of Customer Satisfaction of Janata Bank 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 nontraditional agro product Gift item leather goods Jute goods Jewelry and Diamond Silk worm cultivation Stuffed toys (except RMG) Textile industry Oil & Gas 36 .

1 Import Finance: With assistance from about 400 overseas correspondents. through 40 Authorized Dealer Branches. Wheat Rice Suger Milk Food Edible Oil Oil Seeds Fruits Spices Raw Cotton Cotton Yarn Textile Fabrics Pharmaceuticals R. Oil & Lubricant (POL) Fertilizer Scrap Vessels 37 .4. Janata Bank Limited.An Assessment of Customer Satisfaction of Janata Bank 4.M Drugs & Medicine Chemicals Parts Cement Motor Vehicle Electronic Component Petrol. has been financing full range import business of a lot of Importers who are Bank's clients.

Export Incentive Program. Interest bearing and non-interest bearing Exporter's retention Quota A/C. Janata Bank Limited has been providing different kinds of assistance and incentive to the exporters.2 Export Finance To boost up country's Export. Some of which are: Pre-Shipment and Post-Shipment Finance.4. Providing services to the exporters by the Bank's own logistical supports like SWIFT. Reuters Service. Back-to-Back L/C facility under bonded Warehouse system. Sight L/C under Export Development Fund (EDF). 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. 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 .An Assessment of Customer Satisfaction of Janata Bank 4. Internet. and Fax etc. Discount/Concession rate of interest for exports Finance.

25. Interest on Margin Loan: Interest Rate : 13. Commission etc: Cost of account opening form :Tk. Fees.An Assessment of Customer Satisfaction of Janata Bank 4. 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. 500. Portfolio Management: Initially the Non-Discretionary (i.5 Merchant Banking Operation Issue Management: We shall render our service to help the capital market to increase the supply of securities.00 Brokerage Commission: 0.e.00 Initial Documentation Charge :Tk. preparing prospectus for public issue of shares and debentures. Interest. Investor's discretion portfolio management scheme for high net worth investors.00% per annum Mode of charging interest : Quarterly 39 . Investor's Discretion) portfolio account will be opened. Profit loss sharing portfolio management scheme (subject to approval of SEC). Subsequently the portfolio management shall be expanded with the introduction of following schemes: Bank's discretionary portfolio account. 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. involving in the collection of application money and end through listing of securities with stock exchange.50% on the value of traded securities.

fees etc.6 Foreign Remittance: Janata Bank Limited gives top priority in handling remittance from Bangladeshi Wage Earners working abroad. 10. 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.00 per statement Terms & Conditions : Charges. 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 . 4. 500. You may also collect Forms from Bangladesh Missions abroad and send your application to us for opening NFCD Account.An Assessment of Customer Satisfaction of Janata Bank Service Charge Portfolio Management : 1% per annum with a minimum charge of Tk. You may open NFCD Account in any of our Authorized Dealer (AD) Branches in Bangladesh. may change from Time to time at the discretion of Janata Bank Limited.00 Mode of Service Charge : Quarterly Financial/Portfolio Statement Charge :Tk.

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.An Assessment of Customer Satisfaction of Janata Bank Probashi Remittance Card: The Probashi Remittance Card is a prepaid card that provides customer immediate access to their pay. 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 . The cardholder or beneficiaries can use the card at any Electro ways ATM or pay for purchases at the point-of-sale.

The transactions made are detailed on monthly electronic or printed account statements. 4. Probashi). rapid and secure services to their customers. Rapidly increasing ROI through rapid execution of various remittance operations.An Assessment of Customer Satisfaction of Janata Bank Upon enrolment. web-based money transfer management solution to address their business challenges.7 Remit ONE Money Transfer Management Solutions (MTMS) Janata Bank engaged Remit ONE to provide them with an end-to-end. Business Benefits With the RemitONE MTMS. 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. Significantly reduced processing costs due to automation of all remittance-related tasks 4. the customer receives a Prepaid card from the banks which is working with Remittance program (Like. Janata Bank now offer a set of advanced. including: 1. In addition. Empowered business users who can tend to a multitude of customers in a highly effective and efficient manner 6. enhanced. 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. Improved business process management due to business-critical information being instantly available to the right staff member at the right branch 5. Janata Bank is very pleased with the level of support they received from Remit ONE. tasks and activities 42 . Improved remittance delivery options for remitters to choose from and to make it easier for beneficiaries to collect their funds 3. The Remit ONE MTMS was delivered on time and met the demands.

With 867 branches across the country and now an end-to-end. fast and reliable technology solutions by Remit ONE. 43 . Janata Bank are certainly placed well in the remittance industry to achieve their business goals. They plan to open more overseas exchange houses in important locations and forge strategic alliances with major global remittance companies sending money to Bangladesh.An Assessment of Customer Satisfaction of Janata Bank 4.8 Future Plans Janata Bank is actively working to become the foremost remittance provider in all Bangladesh through effective market penetration.

An Assessment of Customer Satisfaction of Janata Bank Chapter -5 Customer’s Importance & Level of Satisfaction 44 .

Table 1: Provides services within the time promised. Each dimension consists of its own specific questions. The results are produced according to the various service quality dimensions. The results of the survey are presented according to these questions that were asked to the respondents with the help of a structured questionnaire. These questions are as follows: Q1: Provides services within the time promised. 2% customers are highly satisfied. 60% 50% 40% 30% 20% 10% 0% Sc ore 5 Score 4 Score 3 Score 2 Score 1 Percentage 45 . The majority of the respondents are indifferent.0 Customer’s Importance & Level of Satisfaction: Customers importance and level of satisfaction at Janata Bank shown briefly. The results of this study are as follows: 5.An Assessment of Customer Satisfaction of Janata Bank 5.1 Reliability: Aspects relating to reliability dimension of service quality were asked in 3 different questions. The respondents placed a high importance in this characteristic of the service. 20% customers are satisfied 60% customers are indifferent as well as 18% customers are negative with this statement. Satisfaction Score 5 4 3 2 1 Satisfaction Percentage (%) 2% 20% 60% 18% 0% Provides services within t he time promised.

Table 2: Employees give appropriate solution to problems. 46 .An Assessment of Customer Satisfaction of Janata Bank Chart-1: Provides services within the time promised. Satisfaction Score 5 4 3 2 1 Satisfaction Percentage (%) 0% 15% 40% 45% 0% Chart-2: Employees give appropriate solution to problems. The majority of the respondents are negative with this statement. Customer always tries to get appropriate solution to problem. It is one of the most vital parts of the reliability. 40% customers are indifferent and 45% customers are disagreeing with this statement. Q2: Employees give appropriate solution to problems. The respondents placed a high importance in this characteristic of the service. 15% customers are satisfied.

An Assessment of Customer Satisfaction of Janata Bank Q3: Errors and mistakes correctly promptly. 25% customers are satisfied 40% customers are indifferent as well as 30% customers are negative with this statement. Satisfaction Score 5 4 3 2 1 Satisfaction Percentage (%) 5% 25% 40% 30% 0% Chart-3: Errors and mistakes correctly promptly. The respondents placed a high importance in this characteristic of the service. 5% customers are highly satisfied. Table 3: Errors and mistakes correctly promptly. 47 . The majority of the respondents are indifferent.

40% customers are satisfied with this statement.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. The majority of the respondents are satisfied. The results are as follows: Table 4: Employee gives you prompt service. 30% customers are indifferent as well as 28% customers are negative with this statement. Satisfaction Score 5 4 3 2 1 Satisfaction Percentage (%) 2% 40% 30% 28% 0% Chart-4: Employee gives you prompt service.An Assessment of Customer Satisfaction of Janata Bank 5. 2% customers are highly satisfied. 48 . An extremely high percentage of Satisfaction was given in this attribute of service.

Employees are always willing to help but their resources are limited so they can not give higher percentage of satisfaction. 10% customers are highly satisfied. The results are as follows: Table 5: Employees are always willing to help. The majority of the respondents are satisfied. 49 . Satisfaction Score 5 4 3 2 1 Satisfaction Percentage (%) 10% 40% 25% 20% 0% Chart-5: Employees are always willing to help. A moderate importance was placed on this attribute of responsiveness dimension where the satisfaction percentage is high.An Assessment of Customer Satisfaction of Janata Bank Q2: Employees are always willing to help. 45% customers are satisfied with this statement. 25% customers are indifferent as well as 20% customers are negative with this statement.

Most of the respondents were in indifferent while expressing their satisfaction towards this aspect. The satisfaction percentages of this attribute were dissatisfactory. 20% customers are disagreeing with this statement and 5% customers are highly disagreeing with this statement. Table 6: Employee always searches for solution. 40% customers are indifferent. 50 . 35% customers are satisfied. Satisfaction Score 5 4 3 2 1 Satisfaction Percentage (%) 0% 35% 40% 20% 5% Chart-6: Employee always searches for solution.An Assessment of Customer Satisfaction of Janata Bank Q3: Employee always searches for solution.

Table 7: Friendliness & Courtesy of the employees. 40% customers are indifferent. 25% customers are disagreeing with this statement and 3% customers are highly disagreeing with this statement. Satisfaction Score 5 4 3 2 1 Satisfaction Percentage (%) 0% 32% 40% 25% 3% 51 . 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.An Assessment of Customer Satisfaction of Janata Bank 5. In this attribute satisfaction percentage is not much higher.3 Assurance: Aspects relating to assurance dimension of service quality where asked three different questions. 32% customers are satisfied.

25% customers are highly satisfied. The results are as follows: Table 8: You feel safe in your transactions with Janata Bank. 35% customers are indifferent.An Assessment of Customer Satisfaction of Janata Bank Chart-7: Friendliness & Courtesy of the employees. Satisfaction Score 5 4 3 2 1 Satisfaction Percentage (%) 25% 45% 30% 0% 0% Chart-8: You feel safe in your transactions with Janata Bank. Most of the respondent’s positive with this statement. 45% customers are satisfied with this statement. 52 . Q2: You feel safe in your transactions with Janata Bank. Most of the respondents were in satisfied while expressing their satisfaction towards this aspect.

An Assessment of Customer Satisfaction of Janata Bank 5.4 Care & Empathy 3 attributes were grouped in the dimension and the respondents were asked to express their opinions. Q1: Janata Bank gives attention to every individual Most of the respondents were in indifferent while expressing their satisfaction towards this aspect. 30% customers are disagreeing with this statement and 8% customers are highly disagreeing with this statement. In this attribute satisfaction percentage is not much higher. 42% customers are indifferent. Results of the various aspects are shown below. Table 9: Janata Bank gives attention to every individual Satisfaction Score 5 4 3 2 1 Satisfaction Percentage (%) 0% 20% 42% 30% 8% 53 . 20% customers are satisfied.

Table 10: Employees of Janata Bank understands your specific needs Satisfaction Score 5 4 3 2 1 Satisfaction Percentage (%) 0% 25% 55% 20% 0% Chart-10: Employees of Janata Bank understands your specific needs 54 . 55% customers are indifferent. and 20% customers are disagreeing with this statement.An Assessment of Customer Satisfaction of Janata Bank Chart-9: Janata Bank gives attention to every individual Q2: 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.

In this attribute satisfaction percentage is not much higher. Table 11: Janata Bank has your best interest at hearts Satisfaction Score 5 4 3 2 1 Satisfaction Percentage (%) 0% 32% 48% 15% 5% Chart-11: Janata Bank has your best interest at hearts 55 . 15% customers are disagreeing with this statement and 5% customers are highly disagreeing with this statement. 48% customers are indifferent.An Assessment of Customer Satisfaction of Janata Bank Q3: Janata Bank has your best interest at hearts This attribute was also found to be another one of the most important ones. 32% customers are 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 Satisfaction Score 5 4 3 2 1 Satisfaction Percentage (%) 0% 25% 45% 22% 8% 56 . In this attribute satisfaction percentage is not much higher. 25% customers are satisfied. The results are shown below: Q1: Janata Bank has visually appealing facilities Most of the respondents were in indifferent while expressing their satisfaction towards this aspect. These questions covered various tangible aspects of the services provided by Janata Bank.An Assessment of Customer Satisfaction of Janata Bank 5.5 Tangibles 4 questions relating to the tangible dimension were asked to the respondents.

44% customers are satisfied. The results are as follows: Table 13: Janata Bank has convenient hours of operation Satisfaction Score 5 4 3 2 1 Satisfaction Percentage (%) 0% 44% 30% 26% 0% Chart-13: Janata Bank has convenient hours of operation 57 . 30% customers are indifferent and 26% customers are disagreeing with this statement. Most of the respondent’s positive with this statement.An Assessment of Customer Satisfaction of Janata Bank 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.

10% customers are highly satisfied. reliable and accurate 58 . 15% customers are indifferent with this statement. 8% customers are disagreeing with this statement and 2% customers are highly disagreeing with this statement. 55% customers are satisfied.An Assessment of Customer Satisfaction of Janata Bank Q3: Statements are easily understood. Table 14: 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. reliable and accurate Satisfaction Score 5 4 3 2 1 Satisfaction Percentage (%) 10% 55% 15% 8% 2% Chart-14: Statements are easily understood.

Table 15: Janata Bank has modern equipment and technology that better satisfy your needs Satisfaction Score 5 4 3 2 1 Satisfaction Percentage (%) 0% 0% 25% 35% 40% Chart-15: Janata Bank has modern equipment and technology that better satisfy your needs 59 . 25% customers are indifferent.An Assessment of Customer Satisfaction of Janata Bank Q4: 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. 35% customers are disagreeing with this statement and 40% customers are highly disagreeing with this statement. In this attribute dissatisfaction percentage is much higher.

An Assessment of Customer Satisfaction of Janata Bank 5. The reason for taking service or buying products from organization is different among the customers. 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. This attribute was also found to be another one of the most important ones. 52% customers are indifferent with this statement and 20% customers are disagreeing with this statement. 28% customers are satisfied.6 Some other Analysis In spite of the five dimensions. In this attribute satisfaction percentage is not much higher. Table 16: Janata Bank has strong brand name and reputation Satisfaction Score 5 4 3 2 1 Satisfaction Percentage (%) 0% 28% 52% 20% 0% 60 . some other questions were also asked to the customers for better understanding of their satisfaction or dissatisfaction and the reason behind this.

35% customers are disagreeing with this statement and 45% customers are highly disagreeing with this statement.An Assessment of Customer Satisfaction of Janata Bank 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. Table 17: Janata Bank has sufficient ATM booths Satisfaction Score 5 4 3 2 1 Satisfaction Percentage (%) 0% 15% 25% 35% 25% 61 . In this attribute satisfaction percentage is not much higher. 20% customers are indifferent with this statement. The banks are willingly to achieve competitive advantage through superior flexibility.

Table 18: Janata Bank has suitable branch location Satisfaction Score 5 4 3 2 1 Satisfaction Percentage (%) 25% 45% 20% 10% 0% 62 . 45% customers are satisfied.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. and 10% customers are disagreeing with this statement. 25% customers are highly satisfied.An Assessment of Customer Satisfaction of Janata Bank Chart. Convenience of branches or the branches availability also influences the customer to get involved with the bank. 20% customers are indifferent with this statement.

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. 42% customers are satisfied. 15% customers are highly satisfied.An Assessment of Customer Satisfaction of Janata Bank Chart. Table 19: Janata Bank gives average bank service and facilities Satisfaction Score 5 4 3 2 1 Satisfaction Percentage (%) 15% 42% 28% 20% 0% 63 . 28% customers are indifferent with this statement and 20% customers are disagreeing with this statement.

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. So it is very necessary to improve their service quality.7 Findings from the observation Besides the formal questionnaire survey I have found out some important facts. Such facts reflex the customer’s expectation regarding the service provided by the bank. Quality of service is the most important part of the Janata Bank.19: Janata Bank gives average bank service and facilities 5. Those facts were revealed from the observation during the three months of period. But they do not give quality full service.An Assessment of Customer Satisfaction of Janata Bank Chart. 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 .

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. or in areas that there is much room for improvement but they are not important in driving satisfaction and loyalty. 5. but they seek for more than six months. Most of the customers feel safe in transactions with Janata Bank. 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 . 5. There is little point in intervening resources on areas that are important but are performing well. If it is for last six months then the bank provides it instantly. So that it is one of the most vital or strong part for Janata Bank. In the following section the most important attributes will be discussed.1 Divers of Satisfaction If banks are to improve their satisfaction loyalty ratings and differentiate themselves from the competition.8 Implication of Result 5.An Assessment of Customer Satisfaction of Janata Bank The customers have to pay charge to get second copy of bank statement.8. 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. they need to understand what really drives satisfaction and loyalty. Thus Janata Bank managers need to know what levers to push to increase these measures of success. statements are delivered on after two or three days. they also need to know which areas have the greatest room for improvement.8.

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. This depicts that most of the customers are not very satisfied 66 .8. These attributes thus damaged the overall satisfaction scores drastically. the major concern of managers is to find out satisfaction of the customers across the various drivers of satisfaction. Again the customer also ranked some of the highly important factors as highly dissatisfactory.An Assessment of Customer Satisfaction of Janata Bank These attributes were considered as the drivers of satisfaction for the customers. 5. The results of the survey showed that customers were satisfied only across the following drivers of satisfaction: Promptness of error correction Location of the branches 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. Satisfaction across these attributes influenced the overall satisfaction towards the bank services.3 Satisfaction towards the most important attributes: As mentioned earlier. Some other attributes. 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.

5.8. This bought down the overall satisfaction scores to the neutral or average points. which were ranked as satisfactory by the respondents. 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 Professionalism of the employees So these were the attributes that resemble strength of service provided by Janata Bank services. 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 .An Assessment of Customer Satisfaction of Janata Bank with the attributes and are the some what indifferent with the attributes. Though most of these were not very important to customers they do represent the good side of the service provided by Janata Bank. 5.4 Most Satisfied Aspects of Janata Bank Service The respondent showed high satisfaction scores towards some of the attributes of the service dimensions.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.8. Such dissatisfied must be taken care as early as possible.

But in order to improve overall satisfaction these attributes should be considered. These are: Large number of customers Location of the branches Professionalism of the employees Rates on savings Weakness: Some weaknesses of the bank were pointed out in the survey. Some attributes that give Janata Bank Ltd. which had low satisfaction scores and were somewhat less important to customers.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. Slow decision making due to large hierarchy Solution searching tendency of employees Location of the ATM’s Willingness to help 68 . a better standing in the competition.An Assessment of Customer Satisfaction of Janata Bank 5.

identifying that where it should build its strength.An Assessment of Customer Satisfaction of Janata Bank Opportunities: Opportunities are the ones that hold bright prospects for Janata Bank Ltd. 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 .

An Assessment of Customer Satisfaction of Janata Bank Chapter -6 Conclusion & Recommendation 70 .

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. Janata Bank is a great domestic bank. To achieve the desired position in the market.An Assessment of Customer Satisfaction of Janata Bank 6. 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. I got the opportunity to apply various tools and concepts I learn in my BBA courses. Finally. timely improvement in service is essential 71 . In this report. It is not possible to make a profitable business without concerning the customer’ s benefit. Customers are the vital for every business. 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.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.

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. The research gave valuable insights as to where improvements were necessary to improve the quality of service. 72 . Janata Bank has strong organizational strength can successfully utilize the opportunities and overcome its weakness.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. By following these recommendations Janata Bank would be able to build up a strong platform of satisfied customers.An Assessment of Customer Satisfaction of Janata Bank 6.

An Assessment of Customer Satisfaction of Janata Bank References 1.org/wiki/Janata_Bank http://www.janatabank-bd.experiencefestival. 2.com/ http://en.wikipedia.Eleventh Edition 73 . http://www. 4. 3.com/customer_service Book Study from Marketing Management(Philip kotler).

2. How is the friendliness & courtesy of the employees ? Ques.2. Does the Bank errors and mistakes correct its promptly ? Responsiveness: Ques. Are employees always willing to help? Ques.2. Does the employee give you prompt services? Ques. 3.1.An Assessment of Customer Satisfaction of Janata Bank APPENDIX Reliability: Ques. Does the Janata Bank give attention to every individual ? Ques.3. Does the employees of Janata Bank understand your specific needs ? Ques. Does the employee always search for solution? Assurance: Ques. Do the employees give appropriate solution to problems ? Ques.1. Does the Janata Bank have your best interest at hearts ? 74 .3.2. Does the Bank provide services within the time promised ? Ques.1. Do you feel safe in your transactions with Janata Bank ? Care & Empathy: Ques. 1.

An Assessment of Customer Satisfaction of Janata Bank Tangibility Ques. Are the statement easily understood.3. Does the Janata Bank have visually appealing facilities ? Ques.4. Does the Janata Bank have suitable branch location? Ques. Is the quality of services high that are provided by the personnel ? Ques. reliable and accurate? Ques. Does the Janata Bank have strong brand name & reputation ? Ques.4.3.2.1. Does the Janata Bank give average bank services and facilities ? 75 .1. Does the Janata Bank have convenient hours of operation ? Ques.2. Does the Janata Bank modern equipment and technology that better satisfy your needs ? Some other Analysis Ques.