Introduction

Chapter 1
1.1 Background of the Study
Bank can be termed as iron cell of blood in a financial system of a country. Without bank a
financial system can’t survive. Form the very beginning of financial activity in human
civilization bank has a remarkable contribution as a whole.
The products and services that are sold in the most favorable prices can be an initial step of the
firm in obtaining the trust and be included in the top list of the customers. However, because of
the tight competition of various services in Janata bank Ltd., the perception of the customers and
potential customers are also divided according to the services that they want to achieve. In
addition, the impact of the economic problems is financial crunches in Bank that creates a great
challenge for the bank. With all the challenges that are ahead on bank, how will it gather the
customers ‘satisfaction?
The finding of the study will be useful for me as well as for readers to set knowledge about the
topic and Janata bank.

1.2Objectives of the study

The main objective of the study is to gain practical exposures about “Customer Satisfaction of
Janata Bank Ltd. There are two objective of the report, such as:
1. Broad Objective
2. Specific Objective

Broad Objective:
• To know about Customer satisfaction of Janata bank
• To fulfill academic requirement.

Specific Objective:

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 • To know about service provided to customer by branch staff.
• To gain experience about facilities provided to customer for their benefit by bank.
• To know about customer satisfaction with service provided by bank with service charge
and ATM facility, Credit Card, internet banking.
• To gain practical experience in job field.
• To recommend for better customer service provided by bank for customer satisfaction.

1.3 Scope of the Study

Janata Bank Ltd. is one of the leading banks in Bangladesh. The scope of the study is limited to
the DMC branch, annual report of Janata Bank, Booklet of Janata Bank and their website only.
The report covers the organizational structure, background, functions, customer satisfaction and
the performance of the branch as well as the bank. The scope of the study is just to acquaint with
the Customer Satisfaction scenario of Janata Bank, particularly in DMC Branch. For the bindings
of security all the data could not be enclosed in this report.

1.4 Limitations of the Study

From beginning to end, the study has been conducted with the intention of making it as complete
and resourceful one. However, many problems aroused in the way of conducting the study.
During the study, it was not possible to visit all the branches of bank although the financial
statements and other information regarding the study have been painstaking. This study faced the
following problems-
 The first limitation of the study is the time constraint; the duration of the report was very
limited.
 All branches of the bank were not physically visited.
 Sometimes the client did not cooperate easily.
 Omission and error may be there due to lack of experience in preparing a professional
report like this one.
 The officers of a bank were too much busy to provide information and interviews to
make project.
 Another drawback of the study was confidentiality to disclose their data, information;
because the market is more competitive.
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 It would be better to take interview of some loyal clients of this branch. But this has not been
possible for the lack of their time and busyness of the branch.

1.5 Methodology
The study has been performed based on the information extracted from the different sources
collected by using a specific methodology.
Methodology is as follows:

Population:
For the purposes of the convenient study of this report Janata Bank Ltd., DMC Branch, Dhaka,
has been taken into consideration as population.

Sources of Information:
The data was collected from two sources:
1. Primary Sources
2. Secondary Sources
Primary Sources
• By interviewing clients of the Bank.
• Face to face conversation with the employee.
• Personal experience gained by observing the different task of bank.
• Personal investigation with bankers.
• Personal Interview -- Face-to-face conversation and in depth interview with the
respective officers of the branch, General manager Mohammed Abdul Hai has provided
me much information relating to my internship subject.
Executive Officer, have also been interviewed to gather necessary information for the
preparation of this report.
Secondary Sources
To complete the report some documents have been collected from the officers of Janata Bank
Ltd. Relevant documents related to the study as provided by the officers.
• Annual report of Janata bank Ltd.

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 • Prospectus published by Janata bank Ltd.
• Publication of newspaper.
• Gather knowledge about the bank from their banking website.
• Periodicals Published by Bangladesh Bank.
• Websites and Newsletters are also used as major sources.
Besides above secondary sources, there were some other sources too. Those sources are as
follows:

Printed Materials: This study is mostly dependent on the printed materials which may
include the newspapers, magazines, journals, directories, Bangladesh bank publications ,Janata
Bank’s Annual Report etc.
Internet: Internet was another major secondary source that I have used to collect related
information to conduct the study.
Newspapers: I have collected some information from the various dailies and business articles.

Questionnaire:
An importance source of information was questionnaire for the customers of the bank. 50
customers were asked to answer about 19 questions with 5 options of each question. They were
just asked to give tick marks in their chosen options of the questions. Setting a value of each
option, a judgment has been done to find out the level of customer satisfaction of DMC branch.
These findings are explained in (Findings & Analysis) in detail.
Target population
My survey focused on individuals as sampling elements. The time of study was June to
September 2016. The research is done in DMC branch.
Sampling Technique
Generally there are two types of sampling techniques. They are probability and non-probability
sampling technique. I used non-probability sampling technique.
Sample Size

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The survey is conducted at DMC Branch. I choose the customers whose ages are between 20 to
above 50.The sample size is 50.
Questionnaire design
Considering the survey I collected data through a structured questionnaire using 5 point
Likert scale where (strongly disagree = 1, Disagree = 2, Neutral = 3, Agree =4, strongly agree
=5) to collect information for analyzing customer satisfaction of Janata Bank Ltd.

Chapter 2
Overview of Organization
2.1 History of Janata Bank:
Janata bank Ltd. has its prosperous past, glorious present and prospective future. Established as
the first public sector Bank fully owned by Bangladeshi entrepreneurs, JBL has been flourishing
as the largest public sector Bank with the passage of time after facing many stress and strain. The
member of the board of directors is creative businessman and leading industrialist of the country.
To keep pace with time and in harmony with national and international economic activities and
for rendering all modern services, JBL, as a financial institution automated all its branches with
computer network in accordance with the competitive commercial demand of time. Moreover,
considering its forth-coming future the Bank has been rearranging. The expectation of all class
businessmen, entrepreneurs and general public is much more to JBL. Keeping the target in mind

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JBL has taken preparation to open new branches by the year 2000-2001.The emergence of JBL
in the public sector is an important event in the Banking area of Bangladesh. When the nation
was in the grip of service recession, Govt. took the farsighted decision to allow in the public
sector to revive the economy of the country. Several dynamic entrepreneurs came forward for
establishing a bank with a motto to revitalize the economy of the country.
JBL
Janata Bank Ltd. was born as the first hundred percent Bangladeshi owned Bank in the public
sector. From the very inception it is the firm determination of Janata Bank Ltd. to play a vital
role in the national economy. We are determined to bring back the long forgotten taste of
banking services and flavors. We want to serve each one promptly and with a sense of dedication
and dignity. The president of the People’s Republic of Bangladesh Justice Ahsanuddin
Chowdhury inaugurated the bank formally on March 28, 1983 but the first branch at 48,
Dilkusha Commercial Area, Dhaka started function on March 23, 1983.The second branch was  
opened on 11th May 1983 at Khatungong, Chittagong. Today we have total 76 Branches all over
Bangladesh.

Number of banks In this backdrop, in order to rebuild the country’s economy, measures had been
taken to merge a previously operated in this region and make new banks and this initiatives led
to formation of Janata Bank in 1972 by combining the erstwhile United Bank Limited and Union
Bank Limited under the Banks Nationalization Order (President’s Order No. 26) of 1972.

2.2 Products & Services

Product and services is the main assets of any organization. The following product and services
are available of Janata Bank Ltd.

     Consumer credit Scheme

     Special Deposit Scheme
     Monthly Saving Scheme
     Saving Insurance Scheme
     Credit Card
     Western Union Money Transfer

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      JBL ATM Service
     JBL Power Card

2.3 Consumer Credit Scheme:

 Janata Bank Ltd. Consumer Credit Scheme gives clients a great opportunity to buy
household and office items on easy installments. This scheme gives clients the advantage
of part payment to cope with the high price tags of many necessary home and office
appliances.

 Television, Refrigerator, VCR, Personal Computer, Photocopier, Washing Machine,

Furniture, Microwave Oven, Car, and a number of other expensive items are now within
their buying range. With this scheme JBL makes better living possible for people living
on fixed income. Customers can buy those home and office equipment’s without over
taxing their budget.

Credit Card:

Credit card is the newest concept in our country. In our country Credit card was first introduced
by the Janata Bank Ltd. ltd. Master card and VISA card are name of popular credit card band.
Credit card is safe, instant and universal money. Janata Bank Ltd. ltd issued two types of credit
card, which is as follows: –

JBL ATM Services

ATM means automated teller machine. JBL ATM card give opportunity to their customer that
they can withdraw their money at any time, any days even holidays. By using ATM subscriber
can give various utility bill such as telephone, gas, electricity bills etc. actually ATM card is a
debit card. Janata Bank Ltd. has introduced ATM service to its Customers. The card will enable
to save their valued customers from any kind of predicament in emergency situation and time
consuming formalities. JBL ATM Card will give their distinguished Clients the opportunity to
withdraw cash at any time, even in holidays, 24 hours a day, and 7 days a week.

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 Chapter 3
Literature Review

It has been recognized that eco-efficiency improvements at production and product design level
can be significantly reduced or totally negated by rebound effect from increased consumption
levels. In line with this problem factor 10 to 20 material and energy efficiency improvements
have been suggested (Factor 10 Club 1994; Schmidt-Bleek 1996; Bolund, Johansson et al. 1998;
Ryan 1998). The improvements, however, if not carefully done, may still lead to rebound effects
through changes in resource prices.
As a potential solution to the factor 10/20 vision, system level improvements have to be made,
contrary to redesigning individual products or processes (Weterings and Opschoor 1992;

8
Vergragt and Jansen 1993; von Weizsäcker, Lovins et al. 1997; Ryan 1998; Manzini1999;
Brezet, Bijma et al. 2001; Ehrenfeld and Brezet 2001).
The product service system (PSS) concept has been suggested as a way to contribute to this
system level improvement (Goedkoop, van Halen et al. 1999; Mont 2000). Here the
environmental impacts of products and associated services could be addressed already at the
product and service design stage. Special focus should be given to the use phase by providing
alternative system solutions to owning products.
A number of examples in the business-to-business (B2B) area exist that confirm the potential of
PSS for reducing life cycle environmental impact. It is, however, increasingly evident that
business examples are difficult to directly apply to the private consumer market. Private
consumers, contrary to businesses, prefer product ownership to service substitutes (Schrader
1996; Littig 1998). Even if accepted, the environmental impacts of “services products” offers
depend to a large extent on consumer behavior.
To address this problem, either behavioral or service system design changes are needed.
Changing human behavior and existing lifestyles contributes to the vision of sustainable
development, but at the same time, it is an extremely difficult and time-consuming process. A
potentially easier way is changing the design of the product-service system to reduce Behavioral
pitfalls. In order to change system design, it is necessary to understand how consumer acceptance
of more sustainable solutions is formed, influenced or changed, what the influencing factors are
and what are the leverage points for best results with lowest costs.
Understanding the consumer perceptions and behavior in this context. A considerable body of
literature in a range of different disciplines exists on consumption, consumer behavior, and
consumer decision-making process. Research in economics, business, marketing, psychology
and sociology domains studies consumer behavior from different theoretical premises: “for
economists, consumption is used to produce utility; for sociologists, it is a means of
stratification; for anthropologists – a matter of ritual and symbol; for psychologists – the means
to satisfy or express physiological and emotional needs; and for business, it is a way of making
money” (Fine 1997).
For more than a decade now, a range of studies that address environmentally sound consumer
Behavior, e.g. car use, waste sorting, minimization and recycling practices have been conducted.
However, few studies evaluated consumer acceptance of the PSS concept – a consumption based

9
on non-ownership of physical products, see, for example, studies on car sharing schemes
(Schrader 1999; Meijkamp 2000), ski rental and washing services (Hirschl, Konrad et al. 2001).
One reason explaining the lack of studies in the area could be that, there are still not many PSS
schemes in place to serve as test grounds. Another reason could be uniformity of research focus.
Most of consumer research focused on adopter categories, habits, attitudes and intentions, rather
than on actually measuring the satisfaction level with the service. The reason is probably that
PSS ideas have been promoted by researchers from the environmental management, marketing,
design, and engineering fields, and to a lesser extent by sociologists, who hold the banner of
research in customer satisfaction.

Chapter 4
Analysis and Findings
4.1 Definition of Customer Satisfaction:
Customer satisfaction, a term frequently used in marketing, is a measure of how products and
Services supplied by an organization meet or surpass customer expectation. Satisfaction is as a
judgment following a consumption experience - it is the consumer’s judgment that a product
provided (or is providing) a pleasurable level of consumption-related fulfillment. Customer
satisfaction is defined as "the number of customers, or percentage of total customers, whose
reported experience with a firm, its products, or its services (ratings) exceeds specified
satisfaction goals."

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In other words, "The degree of satisfaction provided by the goods or services of a company is
measured by the number of repeat customers.
According to Kotler & Armstrong, “Consumer Satisfaction depends on a product’s perceived
performance in delivering value relative to a buyer’s expectations.”
In Webster Dictionary, “Consumer Satisfaction means fulfillment of a need or want”

4.2 Importance of Customer satisfaction:

1. It is the KPI within the Bank.
2. In a competitive marketplace where businesses compete for customers, customer
satisfaction is seen as a key differentiator.
3. Satisfied customers are most likely to be loyal.
4. Satisfied customers generally make repeat orders.
5. They generally use a wide range of services offered by Bank.
6. A few unhappy customers will have an outsize impact on your reputation online. So, all
of them need to be satisfied.
7. It’s the best form of advertising.

4.3 Factors affecting Customer Satisfaction in Banking Sector:

Banking is a service industry focused towards the customer’s money and its management. An
element that strongly drove the satisfaction of customers in the banking sector was the
Conviviality factor related to the features of a bank and the attributes of its personnel. So, as a
service oriented industry, the banking sectors face some service oriented factors that affect its
customer satisfaction. These are as follows:
1. Traditional Banking Services
2. Internet Banking Services
3. Bank Image Positioning
4. Customer Convenience
5. Risk Privacy in Internet Banking

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 6. Bank Charges
7. Bank Price Policy
8. Bank CRM

4.4 Question-wise Analysis:

The questions I made in the questionnaire are being explained consecutively one by one in the
following as per the response of the respondents:

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Branch Staff
Customer Reception
We see that, 20% of the total respondent agreed that the bank cordially receive the customers,
where as 20% strongly agreed with the statement. 30% of the total respondents chose the word
‘neutral’ for the statement whereas 10% of them argued that the bank does not receive the
customers properly. That is why; they chose the word “Disagree”. But no respondent strongly
disagreed with the statement. So, we can say that the bank’s reception of customer is good
enough.

Proper explanation of the customers’ queries

Here, 50% of the total respondent agreed that the customers get proper explanation of their
queries from the bank employees; where as 20% disagreed with the statement. 20% of the total
respondents strongly agreed with the statement; whereas 10% of them chose the word “Neutral”.
But, here also no respondent strongly disagreed with the statement. So, we can say that the
bank’s employees provide proper explanation of the queries of the customer.

Employee’s quality

It has found that, 56% of the total respondent agreed that the employees are knowledgeable about
the products and services of the bank; where as 26% strongly agreed with the statement. On the
other hand, 12% of the total respondents disagreed with the statement; whereas 6% of them
chose the word “Neutral”. But, here also no respondent strongly disagreed with the statement.
So, we can say that the bank’s employees are very much knowledgeable about the products and
services of the bank.

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Understand the customer needs

It has found that, 40% of the total respondent agreed that the employees of the bank understand
their specific need; where as 30% disagreed with the statement. On the other hand, 10% of the
total respondents chose the word “Neutral”; whereas 20% of them strongly agreed with the
statement. But, here also no respondent strongly disagreed with the statement. So, we can say
that the bank’s employees understand the customers’ specific need very well.

Employees Communication’s Skill

Here, 38% of the total respondent agreed that the employees of the bank speak clearly and
understandably; where as 30% disagreed with the statement. On the other hand, 38% of the total
respondents strongly agreed with the statement; whereas 10% of them chose the word “Neutral”.
But, here also no respondent strongly disagreed with the statement. So, we can say that the
bank’s employees speak very clearly and understandably but need to improve more.

Solutions to customer Problems

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It has been seen that, 40% of the total respondent disagreed that the employees of the bank are
able to solve customer problem; where as 38% agreed with the statement. On the other hand,
22% of the total respondents strongly agreed with the statement; whereas 10% of them chose the
word “Neutral”. Like the previous question, here also no respondent strongly disagreed with the
statement. But the employees are not so expert and skillful. Yet they are very good staff for the
bank.

Employee’s professionalism
Here shows that, 48% of the total respondent agreed that the employees of the bank show
professionalism while dealing with customer enquiry; where as 10% strongly agreed with the
statement. On the other hand, 30% of the total respondents disagreed with the statement; whereas
12% of them chose the word “Neutral”. Like the previous question, here also no respondent
strongly disagreed with the statement. So, it is judged by the customer that the employees are
quite very professional while dealing with customer inquiry.
Employees offer pertinent service

Here, 54% of the total respondent agreed that the employees of the bank offer pertinent advice to
the customers; where as 30% disagreed with the statement. On the other hand, 6% of the total
respondents strongly agreed with the statement; whereas 10% of them chose the word “Neutral”.
Here also no respondent strongly disagreed with the statement. So, it is recognized by the
customer that the employees offer pertinent advice to the customers but need to develop this
trend more for maximum satisfaction.

Assurance of fairness to Customer

Here shows that, 44% of the total respondent agreed that Janata bank ensures ethics and
transparency at all level; where as 30% disagreed with the statement. On the other hand, 12% of
the total respondents strongly agreed with the statement; whereas 14% of them chose the word
“Neutral”. Here also no respondent strongly disagreed with the statement. So, it is mostly agreed

15
by the customer that the bank ensures ethics and transparency at all level but the practice of
ethics and transparency need to be increased.

Use of effective information system

We have seen that, 40% of the total respondent agreed that Janata bank uses effective
management information system; where as 30% disagreed with the statement. On the other hand,
10% of the total respondents strongly agreed with the statement; whereas 20% of them chose the
word “Neutral”. Here also no respondent strongly disagreed with the statement. So, it is voted by
the customer that the bank uses effective management information system despite some
problems in this way of information system

ATM facility

Providing of ATM facility

Here we see that, 60% of the total respondent disagreed that Janata bank provides available ATM
Booth services for their customers; where as 30% agreed with the statement. On the other hand,
64of the total respondents chose the word “Neutral”; whereas 6% of them strongly agreed with
the statement. Here also no respondent strongly disagreed with the statement. So, it is voted by
the customer that the bank does not provide available ATM Booth services for their customers.

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So, the Bank should concentrate on increasing the number of ATM Booth services throughout
the country.

Services for customer

Bank percentage of service charge
Here shows that, 38% of the total respondent agreed that Janata bank makes its customers
comfortable with its percentage of return; where as 36% disagreed with the statement. On the
other hand, 2% of the total respondents strongly agreed with the statement; whereas only 24% of
them chose the word “Neutral”. But no respondent strongly disagreed with the statement. So, it is
mostly agreed by the customer that the bank makes its customers comfortable with its percentage
of return. But this return should have to be increased to face the challenge of the coming years.

Customers’ transaction
Here shows that, 32% of the total respondent agreed that Janata bank completes its customers’
transaction rapidly; where as 52% disagreed with the statement. On the other hand, 8% of the
total respondents strongly agreed with the statement; and 8% of them chose the word “Neutral”.
But no respondent strongly disagreed with the statement. So, it is mostly agreed by the customer
that the bank completes its customers’ transaction rapidly. But the bank should concentrate on
more rapid completion of the transaction its customers.

Local and foreign remittance

Here see that, 40% of the total respondent agreed that Janata bank provides satisfactory local and
foreign remittance services; where as 36% disagreed with the statement. On the other hand, 6%
of the total respondents chose the word “Neutral”: where as 18% of them strongly agreed with
the statement. But no respondent strongly disagreed with the statement. So, the remittance
service is not so satisfactory. But, in comparison to others bank the service is satisfactory
enough.

17
Time for documentation
Here, 48% of the total respondent agreed that customers are satisfied with SME banking, debit
card, credit card facilities; where as 36% disagreed with the statement. On the other hand, 6% of
the total respondents strongly agreed with the statement; where as 10% of them chose the word
“Neutral”. But no respondent strongly disagreed with the statement. So, the stated services are
not so bad. But, in comparison to others bank the service is not well enough. The bank should
have very careful attitude toward these services.

Investment service
Here shows that, 60% of the total respondent agreed that Janata Bank provides customers
satisfactory investment services; whereas only 20% disagreed with the statement. On the other
hand, 2% of the total respondents strongly agreed with the statement; whereas only 18% of them
chose the word “Neutral”. But no respondent strongly disagreed with the statement. So, it is
mostly agreed by the customers of the bank that the bank provides customers satisfactory
investment services. Now the bank should keep it up with the effort to increase the standard of
the services.

SME banking, card facilities

Here, 48% of the total respondent agreed that customers are satisfied with SME banking, debit
card, credit card facilities; where as 36% disagreed with the statement. On the other hand, 6% of
the total respondents strongly agreed with the statement; where as 10% of them chose the word
“Neutral”. But no respondent strongly disagreed with the statement. So, the stated services are
not so bad. But, in comparison to others bank the service is not well enough. The bank should
have very careful attitude toward these services.

Profit Maximization

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From here we see that, 48% of the total respondent agreed that Janata Bank emphasizes on profit
maximization; whereas only 30% disagreed with the statement. On the other hand, 20% of the
total respondents strongly agreed with the statement.

Approval of loan easily

Here shows that, 56% of the total respondent agreed that Janata Bank approves loans easily;
whereas only 20% disagreed with the statement. On the other hand, 24% of the total respondents
strongly agreed with the statement. But no respondent chose the word “Neutral” or strongly
disagreed with the statement. So, it is mostly agreed by the customers of the bank that the bank
approves loans easily. Now the bank should keep it up with the effort to increase the standard of
the service.

Overall Analysis of the Questionnaire:

The questionnaire can be analyzed on the basis of the option of the 19questions. The 5 options of
each question (strongly disagree, disagree, neutral, agree & strongly agree) will be considered in
overall analysis or explanation. The overall analyses of the questionnaire are as follows:

Branch Staff

Questions
SD D N A SA
1. The customers are cordially received to 30 20 20
Janata Bank Ltd. 20 10

02. The customers get proper explanation of 0 20 10 50 20

their queries from Bank employee.

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 03. Employees are knowledgeable about the 0 12 6 56 26
products and services of Janata Bank.

04. The employees of Janata Bank understand 0 30 10 40 20

your specific need.
05. The employees speak clearly and 0 30 10 38 22
understandably
06. The employees are able to resolve 0 40 10 38 12
customer problem
07. The employees show professionalism 0 30 12 48 10
while dealing with customer enquiry
08. The employees of Janata Bank offer 0 30 10 54 6
pertinent advice to the customers.
09. Janata Bank ensures ethics and 0 30 14 44 12
transparency at all level.
10.Janata Bank uses effective management 0 30 20 40 10
information system.

ATM facility

SD D N A SA

11. Janata Bank provides available 0 60 4 30 6

ATM Booth services for their
customers

Services for the Customer:

SD D N A SA

12. Janata Bank makes its customers 0 3 24 3 2

20
 comfortable with its percentage of 6 8
return.
13. Janata Bank completes your 0 5 8 3 8
transaction rapidly. 2 2
14.JanataBank provides satisfactory 0 3 6 4 18
local and foreign remittance services 6 0
15. Janata Bank takes less time for 0 3 10 5 4
documentation. 6 0
16.Janata Bank provides customers 0 2 18 6 2
satisfactory investment services 0 0

Internet Banking:

SD D N A SA

17.Customers are satisfied with SME 0 36 10 48 6

banking, debit card, credit card facilities.
18. Janata Bank emphasizes on profit 0 30 0 48 20
maximization.
19. Janata Bank approves loans easily. 0 20 0 56 24

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After summation of all the 19averages for 1.05 strongly disagree and dividing by 19, we get the
average no of responses of strongly disagree (0).

After summation of all the 19averages for 38.68disagree and dividing by 19, we get the average
no of responses of disagree.

After summation of all the 19average for 11.57 neutral and dividing by 19, we get the average no
of responses of neutral
After summation of all the 19 averages for agree and dividing by 19, we get the average no of
responses of agree (43.69).

After summation of all the 19 averages for strongly agree and dividing by 19, we get the average
no of responses of strongly agree (13.06).

4.5 Findings
This is an important part of my report titled, “A Study on Customer Satisfaction of Janata Bank
Limited”. In finding part, I am interpreting the results of my survey on 50 sample customers. The
results of this study are stated below:
• Most customers choose this bank service because of their better service.
• Most customers are satisfied with the branch location. Because customers need safety and
if the bank location is near by the office or home so they are more interested to open an
account in this bank.
• Most customers are satisfied with the service charge of the bank. Customers think that
service charge is quite low than other banks.
• The bank provides necessary information in time.
• The customers are satisfied about the solution of the problem. The bank is careful to
solve the customers’ problems.
• The behavior of the employees were satisfactory. Most of the employees’ behavior is
good. That’s why customers are satisfied.
• The internal decoration of the bank is not attractive.

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• Employees need more training from time to time. The bank provides training in time.
But it should be increased.
• The customers are not satisfied with the number of ATM booth.

23
 Chapter 5
Recommendations and Conclusion

5.1 Recommendations
Janata Bank Limited has an efficient and excellent management team and performing with a
great expertise and care. The limitations can be overcome by taking some measures to make the
performance outstanding. I have some suggestions for Janata Bank from my observation out of
my survey on 50 customers. Those are given below:

• Establish own ATM network and maintain sufficient ATM booth.

• Bank should offer more facilities to the customers’ credit card, visa card and ATM
machine etc.

• The number of branches should be increased. Branches should open in rural areas for
available services.

• The bank should improve the size, location, personal relationship and reputation.
Unnecessary information should be avoided.

• The employees must be so efficient to solve customer problems and provide quicker
service.

• The bank needs to show more advertisement by TV and newspaper so that people can
know about the products and prices which they offer.

• To hold the level of customer satisfaction, bank should offer new products and provide
better services depend on customers’ need.

24
• To increase the number of card holders, bank should advertise it properly and influence
the account holders to take the debit or credit card.

• Employees of bank should be more aware to answer over the telephone.

• The bank should arrange the time to time promotion system for the employees to increase
their effectiveness or motivation level.

• Complain or suggestions box of the customers may be arranged so that customers can
give their opinions freely.

• Modern technology should be properly maintained.

• The bank should concentrate on interest rate according to the expectations of the
customers.

• The number of employees should increase to remove the barriers of providing quick
services to the customers.

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5.2 Conclusion:
The Janata Bank limited is a new generation bank with a dynamic outlook combining both
modern technologies driven banking services.Since after its inception the bank is satisfactorily
contributing to the growth of GDP of the country through stimulating trade and commerce
accelerating the pace of industrialization boosting up export, creating employment opportunity
for the educated youth, poverty alleviation, raising standard of living of limited income group
and overall sustainable socio economic development of the country.

There are lots of local and foreign banks competing in banking industry in Bangladesh and the
Janata Bank Limited is keeping its promises very successfully. The efficient employees of Janata
Bank always emphasize on customer satisfaction by providing them with high quality products
and services in easier process within shorter time period. Janata Bank concentrates on customers’
expectation in such a way that the satisfaction level of the customers can reach to 100% level.
The bank is gaining improvement in almost all sectors over the last year. The bank has all the
possibilities of becoming one of the leading banks of the country if it can maintain this trend of
improvement.

Before internship I had idea about banking but it was only bookish. Now after completing my
internship period and preparing term paper on customer satisfaction I got practical aspect of
banking. It will definitely help me to observe the things from banking perspective.

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 Chapter 6
Bibliography

C.R. Kothari, Research Methodology, Seventh Edition, New Age International Publishers,
New Delhi 2010.
http://www janatabank.com, browsed on March 7, 2014 at 4:04 PM.
.Monthly Banker, volume-17, No.16 (16th Jul13-20th Feb 2014).
Naresh K. Malhotra, Marketing Research, Latest Edition, Pearson education International,
India, 2012.
Oxford Dictionary of Business, Seventh Edition, Oxford University Press, New York, 2011.
Oregano gram ofJanata Bank, page no. 12, an internship report prepared on “On-line
Banking System of Janata Bank Ltd.”, prepared by Md. Abu SufianYunus, Student MBA
program, University of Dhaka, Dhaka.
Philip Kotler and Gray Armstrong, Principles of Marketing, 11th EditionPrentice –Hall Inc.,
New Jersy (USA), 2010.
Philip Kotler and Kevin Lane Keller, Marketing Management, 13th Edition, EditionPrentice
–Hall Inc., New Jersy (USA), 2011.
W.J. Stanton, Fundamentals of Marketing, Latest Edition, McGraw Hill International Book
Company, New York.

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 Chapter 7
Appendix
Questionnaire

Dear Sir/Madam,
I am Rubina Akter, a student of Dhaka University and currently conducting my intern report on
“Customer Satisfaction of Janata Bank Ltd”. It would be highly appreciated if you provide
information in this regard and I assure you that all the data will be kept confidential and will be
used only for academic purpose. Please read the following questions carefully and just put a tick
(√) in the respective box.

Name of the Organization: Janata Bank Ltd., DMC Branch, Dhaka.

Branch Staff

SD D N A SA

1. The customers are cordially received to Janata Bank Ltd.

02. The customers get proper explanation of their queries

from Bank employee.

03. Employees are knowledgeable about the products and

services of Janata Bank.

04. The employees of Janata Bank understand your specific

need.
05. The employees speak clearly and understandably

28
06. The employees are able to resolve customer problem

07. The employees show professionalism while dealing with

customer enquiry
08. The employees of Janata Bank offer pertinent advice to
the customers.
09. Janata Bank ensures ethics and transparency at all level.

10. Janata Bank uses effective management information

system.

ATM Facility

SD D N A SA

11. Janata Bank provides available

ATM Booth services for their customers

Services for the Customer

SD D N A SA

12. Janata Bank makes its customers

comfortable with its percentage of return.
13. Janata Bank completes your transaction
rapidly.
14.Janata Bank provides satisfactory local
and foreign remittance services
15. Janata Bank takes less time for
documentation.
16.Janata Bank provides customers
satisfactory investment services

Internet Banking
29
 SD D N A S

17. Customers are satisfied with SME

banking, debit card, credit card facilities.
18. JanataBank emphasizes on profit
maximization.
19. JanataBank approves loans easily.

30