Customer satisfaction

regarding on service mix of

Janata Bank Ltd.
 Name: Rashedul Islam
ID: 131200030

Faculty of Business Administration

EASTERN UNIVERSITY
INTRODUCTION

Janata Bank Limited, the 2nd largest State

Owned Commercial Bank in Bangladesh, JBL
playing essential role in overall financial
activities of the country. Janata Bank Ltd. runs
its business with 908 branches across the
country including 4 overseas branches in
United Arab Emirates.
 Objectives of the study

General Objective Specific Objective

To find out the customer satisfaction • To know the elements of the

of regarding on service mix of Janata service mix of Janata Bank
Bank Ltd. Limited.
• To identify the customer
satisfaction level regarding the
product, price, place,
promotion, people, process and
physical evidence of the Janata
Bank Ltd.
• To make some
recommendations regarding
service mix Aspects.
 Methodology
 In my report I used basically two sources for collecting data & necessary information. Those are:
I. Primary source
II. Secondary source

 Description of Data
In this report only secondary data have been used. The source that have been used to gather and collect data is given below
I. Secondary data

 Population
 Sample
 Analysis Tools Used
 Data Analysis

Gender of the respondents Age of the respondents

Described gender of the respondents here male clients 74% Described Age of the respondents here 18-30 clients 20%, 31-40clients 38%,
and female are 26%. Here showed that male customer 41-60 clients 30% and Above 60 years clients 12% . Here showed that most
client’s age is 31-40 in this bank
higher then female customers of this bank.
Described Occupation of the clients of the respondents here Business clients 30%,
Described Income of the respondents here 10000-20000
Service clients 46%, Student clients 12%, Housewife clients 10% and Others 2% . salary clients 8%, 21000-30000 salary clients 70%, 31000-
Here showed that most clients’ age is 31-40 in this bank. 400000 salary clients 22%.
 Product

Product
4.8
4.68
4.7
4.6
4.5
4.4
4.27
4.3
4.2
4.1
4
Account opening is very easy in JBL Easy procedure of getting Loan

• In this survey, we can see that account opening very easy in JBL 4.68%
and Easy procedure of getting loan 4.27 %
 Place

Place
6
4.88
5
4.22
3.94
4

0
It was Wide parking facilities Office Space is available Number of brunch is available

In this survey we can see that 4.88% wide parking facilities,

4.22% office space is available and 3.94% number of brunch.
 Price

Price
4.4 4.38

4.35

4.3

4.25
4.22

4.2

4.15

4.1
High interest rate offers in DPS Reasonable Service Charge

In this survey, we can see that 4.38% high interest rate offers in
DPS and 4.22% reasonable service charge.
 Promotion

Promotion
4.2
4
4
3.8
3.6
3.38
3.4
3.2
3
Information are available Contemporary methods of advertisement and promotion will give
significant results

In this survey, we can see that 4% information are available and

3.38%, Con. Methods of ads and promotion will gives significant
results.
 People

People
4.8
4.6
4.6

4.4

4.2 4.1 4.1

4 3.94

3.8

3.6
Employees are well trained out Employee behavior with customer is Problem Solving Skills of the Employee All customers get same service
good

In this survey we can see that employees are trained out 4.6% ,
behavior with customer 4.1% , problem skills of the employee 4.1%
and all customers get same service 3.94%
 Process
Process
4.5 4.12 4
4
3.32
3.5
3
2.5
2
1.5
1
0.5
0
Customer feels safe by making transaction Customer are satisfied regarding on service Using modern and updated technology

In this survey, we can see that customer feels safe by making

tarns. 4.12%, satisfied regarding on service 4% and using modern
and updated tec. 3.32%
 Physical Evidence
Physical Evidence
5
4.44
4.5
4 3.68
3.5 3.3
3
2.5
2
1.5
1
0.5
0
Well organized office environment Sufficient number of CC camera to ensure safety Provide quality network for ATM service

In this survey, we can see that well org office environment 4.44%,
sufficient number of CC camera to ensure safety 3.68% and Provide
quality network for ATM service 3.3%
 Findings
Product:
• Account is very easy in JBL, so people can easy open their account.
• People can easily get the loan.
Price:
• Reasonable service charge
• High interest rate offers in DPS so people wants to get this service
Place:
• Office space is available so customer feel good
• Number of brunch is available so People can transaction near in branch easily.
• Parking facility is good.
Promotion:
• Information is available so people knows about the service.
• JBL advertisement and promotion very few.
• People:
• The employee is friendly, so people more interested about JBL.
• The employee of JBL is well trained out.
• The employees are very much expert in solving problems.
• Customers don’t get equal facilities from Janata Bank Ltd.

• Process:
• JBL Using modern and updated technology few of brunch
• Customer are satisfied so more interested about JBL
• Transaction system is also easier for the customers.

• Physical Evidence:
• To ensure customer safety JBL provides sufficient number of CC
cameras.
• JBL has few number of ATM Booth in various places.
• Internal environment of JBL is good. its important factor of the
bank.
 Recommendation
• All banking activities should be performed Using modern technology in
banking sector is must for facing global challenge and fulfilling
customers demand
• All brunch should be well decorated to attract customers and satisfying
existing customers brunches. It is noted that modern private
commercial banks are more furnished than owned banks.
• ATM booth try to increase. So, people will more interest about Janata
bank Ltd.
• Bank should be introduced new product as whole bank management
should think to introduce new product that will attract more customers
 Conclusion
JBL always try to increase their profitability through different service reaching to the
customer hand. To be more near to the customer they are increasing their branches as
well as services. And that’s why their no. of branches is more than 908. Though their
debt is higher than asset but they try to decrease this problem. And Janata Bank Ltd
improves day by day.