Internship Report

On
Customer Satisfaction and perceptionregarding general Banking in Janata Bank

Prepared By:
Md.Rakib Hasan
ID: 133200062
Eastern University
Dhaka,Bangladesh

Supervised By:
Dr. Md. Aftab Anwar
Assistant Professor
Eastern University

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 Letter of Transmittal

August 17th, 2018

Dr.Md..Aftab Anwar
Assistant Professor
Eastern University ,Dhaka

Subject: A letter of transmittal for submission of the internship report

Dear Sir,

Here is the report that I was obliged to prepare as a part of my graduation from Eastern
University. I have completed my internship program in Janata Bank as a part of my study. I have
tried myself to explain my learning and experience I have gathered from my internship program
briefly in this report. My report is on the topic “Customer satisfaction and general operations of
Janata Bank” and I have tried my level best to follow your provided guideline and instructions.

I would like to thank you for giving me the opportunity to write this report and for your support.
Rather, in case of any further clarification or elaboration as to my report, I would welcome the
opportunity to consult with you to explore how my findings could best meet your needs.

Sincerely Yours

Md.Rakib Hasan
ID: 133200062
Eastern University

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Acknowledgement

At first I would like to express my gratefulness to almighty Allah who has given me the
opportunity to go through the total process of internship and to write a report in this regard. I
would like to acknowledge my deepest gratitude to the honorable supervisor Dr,Md.Aftab Anwar
Senior Lecturer, Eastern University, who has given me suggestions regarding the writing of the
report and to go through the process, which has become an excellent way of understanding the
topic of my internship.
I would also like to thank Md. Rezaul Haque, Deputy General Manager and Asma Akter,
Assistant General Manager of Bank. I am also grateful to all departmental heads and all other
officials of various departments of Janata Bank for their co-operation, spontaneous help and
cordial assistance in preparing of the report.
Finally, I am grateful to the Department of BBA, Eastern University, for giving me the
opportunity to work outside for attaining practical knowledge. This report suffers from
shortcomings but I have tried my level best to bring about all the facts in comprehensive manner.
Thanks to all from core of my heart.

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 Table of Contents
1.Introduction: ………………………………………………………………….... 7

1.1 Background of the Study…………………………………………………...……..7

1.2 Objectives of the Study:…………………………………………………………..7

1.2.1 Broad Objective:………………………………………………………………..7

1.2.2 Specific Objective:…………………………………………………………..….7

1.3 Rationale of the study:………………………………………………………....….7

1.4 Scope and limitations:………………………………………………………….….8

2.Literaature Review :…………………………………………………………………8

2.1 Objectives of Janata Bank: …………………………………………………...…8

2.2 Corporate Level of Organizational Structure:…………………………………….9

2.3 Capital Structure of Janata Bank Ltd…………………………………………….…9
2 .4Corporate Information……………………………………………………………...10

3 Methodology :…………………………………………………………………….….10
3.1 Description of Data:………………………………………………………………..10
3.2 Sample Selection Procedure…………………………………………………...……11
3.2.1 Primary Data Collection……………………………………………………..…..11
3.2.2 Secondary Data Collection………………………………………………………11
3.3 Sample Size………………………………………………………………………...12
3.4Anaylysis tools used:……………………………………………………………….12

3.4.1 In Depth Interview……………………………………………………………….13

3.4.2 Questionnaire Survey…………………………………………………………….13

3.5 Method of collecting the data:…………………………………………………..….13

3.6 Target Respondents………………………………………………………………….13

3.7 Internship conduction process…………………………………………………...…..14

3.7.1 Timeline of Activities………………………………………………………..…….14
3.8. My working areas in JBL……………………………………………………...…….14
3.8.1 Personal observations……………………………………………………..……….14
3.8.2. General Banking Activity:…………………………………………………………14

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3.8.3. Account Opening Section…………………………………………….……………15

3.9Payments Made On Behalf Of Govt…………………………………………………..17

3.10 Lesson Learned From Internship program…………………………………………..17

4. Result and Analyses:

4.1 Customer Satisfaction Level on JBL :……………………………………………..17

4.2 Method to find out Customer Satisfaction level :…………………………………..18
4.3 Analysis of survey data :…………………………………………….…………..19-33
4.4 Findings from analyzed data ………………………………………….…………….33
4.5Result of survey…………………………………………………………….......…….35

5.Recommendation and conclusion………………………………………………..…….35

5.1Recommendation………………………………………………………………..……35
5.2Conclusion…………………………………………………………………………...36
5.3references……………………………………………………………………………..37
5.4Appendix-Questionnaire……………………………………………………………...38

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Chapter 1: Introduction:
1.1 Background of the Study:
After fulfillment of the considerable number of courses of BBA each student needs to gather the
practical knowledge.I prepared a report based on Customers’ Perception & Satisfaction of
general banking- A CaseStudy on Janata Bank Ltd. My Internship supervisor is Dr. Md. Aftab
Anwar (Assistant Professor of Eastern University).I have finished my Internship write about
Janata Bank Restricted, Rayerbazar Branch at, Dhaka. I have attempted my best to demonstrate
my individual perception and information in this report.

1.2 Objectives of the Study:

The objectives of the study are as follows:

1.2.1 Broad Objective:

 The broad objective of the report is to know about the customers’ perception and
satisfaction of service quality of Janata Bank Ltd.

1.2.2 Specific Objective:

 To know about the customers’ reliability on general banking of Janata Bank ltd.
 To know about the customers’ responsiveness on general banking of Janata Bank.
 To know about the customers’ assurance on general banking of Janata Bank ltd.
 To know about the customers’ empathy on general banking of Janata Bank ltd.
 To know about the customers’ tangibles on general banking of Janata Bank ltd.
 To analyze the customers satisfaction of general banking of Janata Bank ltd.

1.3 Rationale of the study:

Because of the expanded competition of the expanded number of commercial banks and the
developing economy, the desires of the clients have additionally expanded than any time in
recent. Understanding the current condition, banks, particularly the commercial banks
areendeavoring to raise their loan giving administration as much as reachable to their clients

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Understanding the current condition, banks, particularly the commercial banks are endeavoring
to raise their loan giving administration as much as reachable to their clients.

1.4 Scope and limitations:

Janata Bank Limited is the second biggest commercial Bank in Bangladesh. Janata Bank Limited
works through 874 branches including 4 abroad branches at United Arab Emirates. It is
connected with 1202 outside correspondents everywhere throughout the world. I am assigned to
learn practical knowledge from Janata Bank Limited, at Rayerbazar Branch. In this studyI would
attempt to concentrate on the theoretical aspect of customer sctisfaction and perception
resarding general banking , that is, the meaningThe perception of service quality is a measure of
how well a service that is received matches up to the expectation that the customer had prior to
receiving the service. Customer satisfaction is the degree to which the customer is happy with the
service received.. I would dissect the information on the bank and different projects for advance
recuperation, issues . This study will identify the customer service quality of janata Bank
considering key dimensions such as reliability, responsiveness, assurance, empathy, and
tangibles.To complete a report in a specific study there are many limitations we need to face.
Following are the primary limitations of the report:

 It was very different to collect the information form various employees for the job
constrain.

 Bank strategy was not unveiling a few information and data for obvious reasons.

 Because of the limitation of information some assumption was made. So there might be
some personal mistake in the report.

Chapter2 : LiteraatureReview :
2.1 Objectives of Janata Bank:

 To gain consumer loyalty through expanded managing an account exercises and

presentation of inventive keeping money.
 To enhance the client benefits as of late by presenting various IT-based change measures.
 To stay a standout amongst other banks in Bangladesh regarding benefit and Assets
Quality.
 To guarantee a sufficient rate of rate of return.

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  To keep up satisfactory liquidity to meet developing commitments and responsibilities.
 To keep up a solid development of business with wanted picture.
 To keep up satisfactory control frameworks and straightforwardness in systems.
 To guarantee ideal usage of every single accessible asset.

2.2 Corporate Level of Organizational Structure :

The Corporate Headquarter of The Janata Bank has nine divisions and each comprising of
various departments. The major divisions in headquarter are as follows:
 Human Resource Department
 I.T. Department
 Marketing Department
 Audit and Inspection Department
 Credit department
 International Banking Department
 Common Services Department
 Public Relation and Protocol Department
 Dead Stock and Stationery

2.3 Capital Structure of Janata Bank Ltd.

SL. Capital Structure

Amount TK.
1. Authorized Capital 800 crore
2. Paid- up capital 259.39 crore
3. Reserves 418.252 crore

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2 .4Corporate Information:

 Board of Directors
The Board of Directors is composed of 13 (thirteen) members headed by a Chairman.
The Directors are representatives from both public and private sectors.

 Management of JBL
The management of the bank is vested o n a Board of Directors, subject to overall
supervision and directions on policy matters by the Board which is constituted in
terms of Bangladesh Bank (Nationalization) Order 1972. Board of Directors,
constituted by seven members, has authority to organize, operate and manage its
affairs on commercial consideration within the board policy of the Government. There
are Directors appointed by the Government. Other members of the board including
MD are also Government appointed out of that at least three have the experience in
the field of Finance, Banking, Trade, Commerce, Industry and Agriculture.The
managing Director is the Chief Executive of the Bank. He executes all theactivities
under the direction of the Board. All line and staff personnel of the Bank’s ar e own
recruitment except member of the Board of Directors.

Chapter3: Methodology :

3.1 Description of Data:

In this study, the research was conducted to find out and understanding of the overall banking
industry and also to identify some of the attributes of service quality in Banks. Sample was

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 collected from the personal account holder and clients of Janata Bank Limited. For the research
managers, executives, customers of JBL were interviewed. But, reaching in a conclusion
individual customers of JBL were targeted for the research.

3.2Sample Selection Procedure:

Two Sources (Primary data and Secondary data) of data have been collected for the research
work. They are described briefly –

3.2.1 Primary Data Collection

Primary data was collected by variety of ways, first of all by interviewing employees and
managers of JBL and directly communicating with the customers. Questionnaire survey of the
customers minimizing interruptions in their banking activities has been conducted. Primary data
were mostly derived from the discussion with the employees & through surveys on customers of
the bank. Primary data is under consideration in the following manner:

 Face to face conversation with the employees.

 By interviewing customers at JBL, Dhaka College Gate Branch.
 Sharing practical knowledge of officials.

3.2.2 Secondary Data Collection

Different types of secondary data in the research have been elaborated. Sources of secondary
data can be defined as internal sources and external sources. The internal and external sources
are given below:

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Internal Sources
Internal sources includes-
 Prior research report
 Group Business Principal manual
 Group Instruction Manual & Business Instruction Manual
 Bank's Annual Report.
 Any information regarding the Banking sector

External Sources
External sources includes-
 Different books and periodicals related to the banking sector.
 Internet browsing.
 Newspapers

3.3 Sample Size

The selection of the sample was purposive because it was not possible for every client to answer
the questions accordingly as it was written in English. So adopting a purposive sampling than
random sampling was more appropriate as purposive sampling had given much appropriate
answer. The sample size was 72. The sample size was not round figured because the survey
method Had been run only 6 days long and after these days were passed something unwanted
incident happened. So, the researcher had to close the survey method. One set of questionnaire
has been used to conduct an investigative research. Data analysis was mainly done through
graphical presentation, frequency and percentage. Finally the implications of the analyzed data
have been discussed in the result section

3.4Anaylysis tools used:

Data collecting instruments consists of in-depth interview and questionnaire survey. For in depth
interview managers and executives of different departments were approached. For the

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questionnaire survey part, one set of questionnaire was prepared for collecting crucial
information and in the questionnaire data was sought from various users.

3.4.1 In Depth Interview

In-depth interviews were carried out with managers, executives and officers of the department of
Janata Bank Limited for the information.

3.4.2 Questionnaire Survey

One set of questionnaire was used to collect primary information for the study. Every attempt
was made to make the questionnaire all inclusive i.e. all possible answers were given in the
questionnaire. In the questionnaire data was sought from various users regarding their levels of
satisfaction on various issues, opinion regarding the positive and uncomfortable features of
Janata Bank Limited etc.

3.5 Method of collecting the data:

For the purpose of getting better result, purposive sampling technique during the survey of this
project was adopted where customers were given copies of the questionnaire and were asked to
fill them. The reason for purposive sampling was very clear because the questionnaire was
written in English so it is not possible for everyone to understand and give response according to
the questionnaire. In this regard, to get authentic and better result purposive sampling was the
only one choice for sampling. Continuous support was given to the customers for any problems
that they faced while filling up questionnaire so that the validity of the questionnaire increases.
As the purposive Sampling is easily understood and results are projectable it is best suited for the
study.

3.6 Target Respondents:

For the sake of simplicity and the reason of easy availability the study concentrated on existing
banking clients only and not emphasizes on the specialized customer or valued customers.

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Statistical Tools and Techniques
Using the research, the obtained data were analyzed and interpreted by using statistical tools
such as Frequency Distribution, Percentage analysis and others. The data obtained from the
survey were grouped into two categories. Then the data were presented through a numerical and
graphical presentation using the above statistical tools. Based on these figures and findings
recommendations were made out to improve the overall satisfaction of the bank. Some bar
diagrams were used to express information in concise

3.7 Internship conduction process

The study was performed based on the information extracted from different sources collected by
using a specific methodology.

3.7.1 Timeline of Activities

Date Particulars Time
01.02.2018– 17.2.2018 Making proposal 16 days

18.02.2018-15.03.2018 Collecting data from Bank 27days

16..03.2018–16.04.2018 Data analysis and report preparation 13 30days

3.8. My working areas in JBL

Work-Related
I have been placed in the General Banking Activity Department, throughout my internship
period. It is the most important department and performs the majority functions of a bank. In
fact, any working of banks starts with general banking activity department.

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3.8.1 Personal observations:

I had an opportunity to be acquainted with the practical banking prevailing in the Mohakhali
corporate Branch, Janata Bank Limited and in this part I have tried to present my personal
observations from general banking department of this branch. The knowledge, which has been
acquired in my Internship Period, I have tried my best to show in this report.
For that part I tried to collect data/information from the following sources-
 Direct observations
 Face to face conversation with the client
 Face to face conversation with the officer
 Practical desk work
 Consultation with the Following Persons
 Browsing the website of JBL

3.8.2. General Banking Activity:

General Banking is the combination of all departments and the activities performing in banking
operation. Every day bank receives deposits from depositors/clients/customers, maintains the
SRR & CRR and utilizes the excess money. It also performs some important activities related to
this like open new account, remits customers money from one place to another place by issuing
bank draft, pay order, foreign remittance, and collect check.
General banking of Janata bank consists of-

3.8.3. Account Opening Section:

Account opening is the first step to establish a Bank and customer relationship. By opening an
account the bank and consumers binds into a contractual relationship. For a bank the selection of
customer for opening an account is very crucial. Indeed, fraud and forgery of all kinds start by
opening account. So, the Bank takes extremely cautious measure in its selection of customers.

General Banking:
Procedure to open an Account:

In order to open a new account customer have to follow a specific procedure. The procedure is-
 Fill up the opening form properly and correctly.
 Voter ID card number and photocopy.
 Voter or national ID card of nominee.
 One copy photocopy of nominee attested by account holders.
 Attached two copies of passport size photographs.
 Introduce by an existing account holder (Must).
 Giving three signatures to the signature card.
 Trade license photocopy, number (in case of business account).
 Income tax photocopy and number (if applicable).

Activities & papers required for opening an Account:

❖Joint Account:
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If consumers want to open joint account, then the joint account holder should submit a
declaration and operational instructions of the account along with their signature. The declaration
is “Any balance to the credit of the account is and shall be owned by us as joint depositors. Any
liability whatsoever incurred in respect of this account shall be joint and several.”

❖Partnership firm
The following documents have to be submitted for opening an account for a partnership firm:
 If the partnership firm is a registered one, then one copy of registration forms.
 If not, then a copy of certificate from the notary public.
 Partnership deed.

❖Limited Company
Following documents have to be submitted for the opening of an account of a limited company-
 List of Directors with address
 Certified true copy of the Memorandum & Articles of Association of the Company.
 A copy of resolution of the company that the company decided to open an account in the
Janata Bank.
 Latest copy of balance sheet.
 Certificate of Incorporation of the company for inspection and return along with a duly
certified Photocopy for Bank’s records.
 Certificate from the Registrar of Joint Stock Companies that the company is entitled to
commence business (in case of Public Ltd. Co. For inspection and return) along with a
duly certified Photocopy for Bank’s records.
 Extract of Resolution of the Board/General Meeting of the company for opening the
account and authorization for its operation duly certified by the Chairman/Managing
Director of the company.
❖Cooperative Society
Following documents have to be obtained in order to opening account of Cooperative Society-
 Up to date list of office bearers.
 Resolution of the Executive Committee as regard of the account.
 Copy of Bye-Law duly certified by the Co-operative Officer.
 Certified copy of Certificate of Registration issued by the registrar, Cooperative societies.

❖Club/Society
Following documents have to be obtained in case of the account of the club or society-
 Copy of Government Approval (if registered).
 Certified copy of Resolution for opening and operation of account.
 Up to date list of office bearers.
 Certified copy of Bye-Law and Regulations/Constitution.
❖Non-Govt. College / School / Madrasha / Muktab
Following documents have to be obtained in case of the account of non-govt. College / school /
madrasha / muktab-
 Up to date list of Governing Body/Managing Committee.
 Copy of Resolution of the Governing Body/Managing Committee authorizing opening
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and operation of the account duly certified by Gazetted Officer.

❖Trustee Board
Following documents have to be obtained in case of the account of trustee board-
 Prior approval of the Head Office of PBL.
 Certified copy of Deed of Trust, up to date list of members of the Trustee Board and
certified copy of the Resolution of Trustee Board to open and operate the account.

3.1.4. Payments Made On Behalf Of Govt:

ToFollowing payment made by Janata Bank Limited on Behalf of Government-
 Army pension
 Old-age Allowances
 Non- Govt. teachers salaries
 Girl Students scholarship/stipend & Primary Student Stipend
 Widows , divorcees and destitute Women Allowances
 Food procurement Bills

3.2. Lesson Learned From Internship program

Practical experience of 3 months internship program and on the basis of previous analysis, the
following things that I learned during the internship period-
 I was learned about different general banking activities of Janata Bank Limited.
 I was learned about different types of characteristics that are very much required during
accounts opening such as client’s photography, client’s signature, national ID card or
passport, nominee’s information, nominee’s photography etc.
 I was learned about different types of check book issuing and cash book issuing.
 I also learned about different types of requirements that are varies based the type of
customers such as, for Club/Society accounts opening we need -Copy of Government
Approval (if registered),Certified copy of Resolution for opening and operation of
account, Up to date list of office bearers, Certified copy of Bye-Law and
Regulations/Constitution.
 This Internship is developed my skills in the application of theory to practical work
 situations, to cope with new environment, and understand interpersonal relationship.

Chapter 4: Result and Analyses:

4.1 Customer Satisfaction Level on JBL :
Clients are the life of any sort of business. The vast majority of the business associations in the
present day world are client driven, attempting to meet the client's desire in the most ideal way.
They generally attempt to snatch their most potential clients to build their piece of the pie. At the
point when the items and administrations gave by the organizations meet the desires of the client
then the client will be fulfilled and will repurchase item and he will be steadfast client to that
organization. In the managing an account area in Bangladesh consumer loyalty is additionally
imperative as in light of the fact that the opposition in this segment has been expanding. To hold

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their most steadfast and to draw in potential client banks ought to offer what the client require
and desire.
As an intern of Janata bank restricted I was allotted to determine client issue of general keeping
money and watch the client desire and necessity. From this I motivated to discover the consumer
loyalty level of JBL. Therefore I chose that my task will be the consumer loyalty level of Janata
Bank Limited.
4.2 Method to find out Customer Satisfaction level :
 Making Questionnaire
 Survey
 Analysis of survey data
 Finding from the analysis
 Result

To find out the customer satisfaction level of Janata bank limited firstly I have made a
questionnaire of 15 questions which will be rated by the existing customer of Janata Bank
Limited,Rayerbazar by 1-5 which will represent poor to excellent. The survey will be conducted
by response of 50 customers of this bank. The standards of the rating is given below-

1 Poor

2 Fair

3 Good

4 Very good

5 Excellent

After the review I will investigate overview information and make a rundown of the dissected
information which is finding from the examination. At long last I will give the review result
taking into account the discoveries from examination of overview information.

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4.3 Analysis of survey data :
Questionnaire is made based on some variables that have directly or indirectly influence on the
customer satisfaction level. For example office outlook, employee behavior with customer,
quality of service, charge taken to provide services, modern and update technology, error free
records, and problem solving skills of employees and average time taken by the employee to give
service to its customer. Examination of survey data is given bellow-

4.3.1 Employee behavior with the customer:

Excellent, 3

Poor, 6

Very good, 7
Poor
Fair, 9 Fair
Good
Very good
Excellent

Good, 25

Conduct of the representative working in the bank is one of the imperative components for the
client to be fulfilled. In my overview there was a poll about the conduct of representative of the
janata Bank constrained with the client when giving saving money administration. From the
overview, we can see that 25 clients which around half of the 50 clients said "Great". It implies

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that they are to some degree fulfilled by the conduct of the representative of janata Bank
Limited.

4.3.2 Reasonable service charge:

Excellent, 2

poor, 3

Fair, 9
poor
Fair
Very good, 21 Good
Very good
Excellent
Good, 15

Chart 2: Reasonable service charge

Service charge taken by the bank is always a significant factor to the customer to be satisfied
with. Customers were asked that Janata Bank Charges reasonably for the service they are
providing to the customer. Among 50 customers, 21 said “Very Good” and 15 said “Good” that
means 21 people out of 50 which are 42% of the sample are satisfied with the service charge
taken by the Standard bank. Moreover, 15 people out of 50 which are 30% of the samples are
somewhat satisfied with charge of service of the bank. This indicates that service charge taken by
the Janata Bank is quite reasonable than other banks operating in the country.

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4.3.3 Problem solving skills of the employee:

Poor, 0 Fair, 0

Excellent, 5

good, 12
Poor
Fair
good
Very good
Excellent
Very good, 33

Chart 3: Problem solving skills of the employee

Critical thinking abilities of worker of Janata Bank is a huge matter to think when we are
attempting to legitimize execution of a bank which brought about fulfillment or disappointment
of the client of the bank. Client frequently confront distinctive issue when making exchange,
taking credit, storing cash and taking other administration gave by the bank. It is vital matter to
think the amount of ability or avidness appeared by representative and time taken to take care of
the issue. The greatest mainstay of the outline demonstrates that 33 clients which are 70% said
“Very Good" implying that they are fulfilled by critical thinking abilities of the worker.

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4.3.4 Ensuring error free record

Poor, 0 Fair, 0

Excellent, 14 Good, 16 Poor

Fair
Good
Very Good
Excellent

Very Good, 20

Chart 4: Ensuring Error Free record

Ensuring error free record of every transaction made by the customers and bank is basic element
and fundamental requirement for the bank. Among 50 customers, 16 people said “good” 20 of
them which are 40% of the sample said “Very Good” and 14 of them said “Excellent”. This state
tells that almost everyone believes that Janata Bank Limited ensure the error free record every
transaction occur in the bank.

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4.3.5 Facility of utility bill payment:

Excellent, 0

Very
good,
4
Good, 7
Poor
Fair
Good
Very good
Fair, 9 Poor, 30
Excellent

Chart 5: Facility of utility bill payment

Utility bill payment on the bank is one of the criteria where customers are interested in. They
want to pay bill to the nearby place of their home. If a bank provides this opportunity then it will
make customer glad. Here we can see that 30 persons among 50 which 60% are not satisfied with
this service provided by the bank. I tried to know why they don’t like this service of this bank,
they said Janata bank accept electricity and WASA bill but not gas bill. People have to go for
another bank to pay gas bill. This is one area where Janatai Bank can improve.

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4.3.6 Using modern and updated technology:

poor, 0

Excellen Fair, 6
t, 4

poor
Fair
Very Good, 15 Good
Very Good
Excellent
Good, 25

Chart 6: Using modern and updated technology

Innovation is vital in the present world in any business. In the keeping money industry it is self-
evident. To record exchange the product they utilize and gadgets they utilize are likewise
significant to discover the consumer loyalty level. In the event that the bank utilizes most recent
and solid programming and gadgets then it will have an influence additionally on consumer
loyalty. It will make simple for the bank to do day today broad saving money movement and
others action and this will affect the client. Here we can see that 25 clients said "Good" which
implies that they are to some degree fulfilled and 15 clients or 30% of clients said "Very good"
implying that they fulfilled about the utilizing of current and redesigned innovation by Janata
Bank Limited.

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4.3.7 Provide prompt and accurate service

poor, 5
Excellent, 6

Fair, 6 poor
Fair
Good
Very good, 18 Very good
Excellent
Good, 15

Chart 7: Provide prompt and accurate service

Getting Prompt and exact administration is a standout amongst the most critical variables of
consumer loyalty. On the off chance that one bank neglects to give instant and precise
administration then it will clearly lose its significant client and influence of this can demolish for
the possibility of the bank and it will be censured. So it is especially imperative for both the bank
to think about as a first need to give. Study demonstrates that 18 clients of 50 said "Great"
implying that they are fulfilled by brief and precise administration gave by the Janata bank.
Besides, 15 of them are additionally said "Great" implies that they are fairly fulfilled by this.

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4.3.8 Easy procedure of getting loan :

Poor, 0 Fair, 2

Excellent, 9
Good, 10 Poor
Fair
Good
Very good
Excellent
Very good, 29

Chart 8: Easy procedure of getting loan

Different banks have distinctive method or procedure to give credit to their client. Multifaceted
nature or effectiveness of the procedure is likewise an extensive component which has sway on
consumer loyalty. On the off chance that the way toward getting credit is simple, exact and
appropriate then clients will be upbeat and charmed by getting advance on simple condition.
From the overview, we can see that 29 clients said "Great" which imply that they are fulfilled
about the procedure, term and state of getting credit from Janata bank Limited. It is additionally
show the way toward giving advance to the client of Janata bank constrained is simple and
implementable.

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4.3.9 Customer feels safe by making transaction:

Poor, 0 Fair, 2

Good, 10 Poor
Fair
Excellent, 23
Good
Very good
Very good, 15 Excellent

Chart 9: Customer feels safe by making transaction

When the customer feels safe about their money transacted through the bank, we can say that
customers are satisfied the service bank provided. It is important factor for customer satisfaction
level of a company. The chart shows that 23 customers out of 50 give their opinion as
“Excellent” which is 46% of the sample. So that we can say that they are fully satisfied and feel
safe about their money deposited or transacted through the bank.

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4.3.10 Ensure good online banking service :

Poor, 0

Fair, 3

Excellent, 13 Poor
Good, 12
Fair
Good
Very good
Excellent
Very good, 22

Chart 10: Ensure good online banking service

Online banking is a new dimension for the modern banking system. This is one of the Value
added service provide by different banks save time and cost for customer. With help of internet
connection customer will be able deposit money and make payment by sitting at home. Janata
Bank has offer online banking as well. Survey indicates that 22 which 44% said that Janata bank
provide good online banking service.

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4.3.11well organized office environment:

Poor, 2

Excellent, 6
Fair, 6

Poor
Fair

Very good, 14 Good

Very good
Excellent
Good, 22

Chart 11: Well organized office environment

Office environment influences the customer as well as the employee working in the bank. If the
office is well organized and decorated with quality furniture the employee will feel fresh to work
here and will have impact on their performance. Moreover the customers also feel peaceful and
comfortable by being in bank office to get service from the bank. It is also an important section
of customer satisfaction. According to the survey data we can see that 22 customer said “good”
to well organized office environment which means that they are somewhat satisfied with office
environment of the Janatan bank, Rayerbazar ,Branch.

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4.3.12 Keeps promises:

Excellent, 2 Poor, 0

Fair, 5

Good, 6 Poor
Fair
Good
Very good

Very good, 37 Excellent

Chart 12: Keeps promises

Keeping promise is also very important for a bank. If any does not keep promise which it made
the effect would be worse. The customer can leave the bank by being deprived by the bank. Here
we can see that 37 customer which about 74% are satisfied with the keeping promise by Janata
Bank. It indicates that anata Bank keep promises what it made to its customer.

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4.3.13 waiting time to get service:

Excellent, 0

Very
good,
4
Poor, 12
Poor
Good, 12 Fair
Good
Very good
Excellent

Fair, 22

Chart 13: waiting time to get service

Weighted average time of waiting to get a service from the bank is also significant factor to be
satisfied by the service from the bank. If the waiting time is longer, then customer will obviously
disappointed by the performance of the employee of the bank. Here we can see that 22 customer
out of 50 which is 44% saying that “Fair” indicate that waiting time to get a service is not that
satisfactory. It also indicates that waiting tine is longer and performance of the employee is not
that considerable.

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4.3.14 Office space:

Very good, 3 Excellent, 0 Poor, 2

Fair, 8

Poor
Fair
Good
Very good
Excellent

Good, 37

Chart 14: Office space

Office space is additionally critical component of advocating of consumer loyalty. At the point
when the workplace is open the client can stand easily on the line for getting administration from
bank. At the point when there is tight space then client feels disturbing. Here we can see that, 37
out of 50 clients which are 74% said "Great" implies that they are to some degree fulfilled by the
Office space. It shows that Janata bank, Rayerbazar Branch has medium office space which
entirely alright.

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4.3.15 Overall Satisfaction on transaction

Excellent, 3 Poor, 0

Fair, 10

Poor
Very good, 12 Fair
Good
Very good
Excellent

Good, 25

Chart 15: Overall satisfaction on transaction

Customer satisfaction on transaction is the most important factor of banking sector. From the
survey we can see that 25 customers out of 50 which are 50% are saying “Good”. That means
most of the Customers are satisfied to overall transaction system of Janata Bank and this
indicates that they have no plan to switch another bank.

4.4 Findings from analyzed data

Here I will divide the findings from analyzed data into two sections. These are-

 positive Findings
 Negative Findings

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By comparing these two sections I can decide the level of satisfaction of the customer in Janata
bank limited.

Positive Findings
 50% of the customers are somewhat satisfied with the employee behavior.
 42% customers are satisfied and 30% are somewhat satisfied with the service charge of
Janata Bank.
 36% of the customers are satisfied and 30% are somewhat satisfied with the Prompt and
accurate service by Janata Bank.
 70% of the customers are satisfied with the problem solving skills of the employee.
 32% of the customers are satisfied with the, 40% fully satisfied and 28% are somewhat
satisfied with the ensuring error free record done by Janata Bank.
 50% of the customers are somewhat satisfied and 30% are fully satisfied about the
modern and updated technology used by Janata Bank.
 58% of the customers are satisfied with the Loan procedure of Janata Bank.
 46% are satisfied with the safety of banking transaction through Janata Bank.
 44% of the customers are somewhat satisfied with office environment of the bank.
 74% of the customers are satisfied about the keeping promise made by Janata bank.
 74% of the customers are somewhat satisfied with the office space of this branch.

Negative Findings
 60% of the customer are not satisfied with facility of utility bill payment offered by
Janata bank limited.

 44% of the customers are not that satisfied with waiting time to get service from the
Janata Bank.

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4.5 Result of the Survey
Correlation between positive discoveries and negative discoveries from the review plainly
recommend that positive discoveries are significantly more than the negative discoveries. So we
can say that a large portion of the clients are fulfilled however not completely fulfilled about the
administration and office gave by Janata Bank Limited, Rayerbazar Branch. However Janata
Bank has numerous ranges where they can enhance the nature of the administration and climate.
In addition, they have to consider the client necessity, craving and desire and ought to work as
per this. They ought to fabricate a solid association with the client by offering best administration
they can. They have to set objective to make the client completely fulfilled by enhancing all the
lacking they have. Every one of the variables talked about before like worker conduct,
administration charge, system, utility administration, exact administration, blunder free record,
critical thinking abilities, and office climate are vital components for the bank, have immediate
or backhanded effect on the consumer loyalty.

Chapter 5: Recommendation and Conclusion:

5.1 Recommendations :
 The Top management of Janata Bank Limited should be more effective to the employee
then present situation. Because they should take care the branch level employee’s
benefits, opportunities etc.
 The bank has highly skilled employee in the branch level. But the bank should be able to
utilize these employees at appropriate way to take out the bank’s output.
 The website design is need to improve. Therefore, the website should be more fast and
can put more information about the bank.
 Janata Bank Ltd. should emphasis more on empathy to customers which means that JBL
should take more attention to individual care of customers and solves their specific needs.
 As the competitors offering a higher rate on deposits and lower charges in loans, Janata
Bank Ltd should think about it and maintain the interest rate and bank charges as similar
to its competitors.
 Token system service can be introduced so that customer can easily get service without
any hassle. It will reduce the waiting time to get service from the bank.

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5.2 Conclusion
As a bank Janata Bank Limited needs to do a ton of things for the advancement of the nation.
The Bank is emphatically situated in the business sector and with its center qualities it can match
shareholders' desires and along these lines bring their riches up in future through moral saving
money and best estimating. In this way, it needs to step up with the goal that it can satisfy the
longing of the govt. and also individuals. It will upgrade more open administrations and develop
working groups to give the best administrations to its profitable clients. It must be keep running
in composed way and control must be guaranteed in all circle of its execution. Proficient fare
group, import group and settlement group must be framed and perform obligations appropriately.
Additional preparation, computerization, information gathering, market examination and
quickness in adjusting are basically required. To do these the prescribed recommendations can be
utilized. Despite the fact that it is hypothetical recommendations, it is not valueless. It has
incredible effect on the managing an account business and different parts of the economy. For
this, govt. help is key and it is normal that govt. will widen its hand for actualizing the
suggestions for the welfare of the general population of Bangladesh.

5.3 References:
Books, periodicals and annual report
http://www.assignmentpoint.com/business/finance/Janata-bank-limited.html
http://www.assignmentpoint.com/business/economics/bank-with-Janata-bank- limited.html

https://www.jb.com.bd/

http://en.banglapedia.org/index.php?title=Janata_Bank_Limited

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5.4 Appendix- Questionnaire:

Questionnaires Poor Fair Good Very Excellent

Good
Employee behavior with the customer

Reasonable Service Charge

Provide prompt and accurate service

Problem Solving Skills of the Employee

Ensuring error free record

Facility of utility bill Payment

Using modern and updated technology

Office Space

Easy procedure of getting Loan

Customer feels safe by making

transaction

Ensure good online banking service

Well organized office environment

Keeps promises

Keeps promises

Waiting time to get service

Overall satisfaction on Transaction

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