Daffodil International University

Internship report
On
An evaluation of Customer Satisfaction on Service
Quality of Jamuna Bank Limited.

Prepared for:
Dewan Golam Yazdani
Assistant Professor
Department of Business Administration
Faculty of Business & Entrepreneurship
Daffodil International University

Prepared by:
Md Masum Billa
ID# 171-11-5447
Department of Business Administration
Faculty of Business & Entrepreneurship
Daffodil International University

Date of submission:15/01/2021
15/01/2021
To,
Dewan Golam Yazdani
Assistant Professor
Daffodil International University
Subject: submission of internship report.

Dear Sir,

I would like to inform you with due regard that it is a matter of great joy and privilege for me to
present the internship document entitled " An evaluation of Customer Satisfaction on Service
Quality of Jamuna Bank Limited." which has been assigned to me as a prerequisite for
completing the BBA program.

I am very grateful to you at every stage in my effort for your support and help in the preparation
of this paper. If you look at my job in the study and send me more advice for a report to improve
it.

Md Masum Billa
ID# 171-11-5447
Department of Business Administration
Faculty of Business & Entrepreneurship
Daffodil International University
Supervisor’s Declaration
This is to inform you that, under my supervision, the internship report is completed by Md Masum
Billa, ID#171-11-5447, a BBA student at Daffodil International University. He worked at Rupshi
Branch, Narayanganj as an intern for Jamuna Bank Ltd. and completed the paper titled "An
evaluation of Customer Satisfaction on Service Quality of Jamuna Bank Limited" as the
prerequisite for the completion of BBA graduation.

He was assigned to present the paper. He has a good moral character and a very friendly
personality. Working with him was a great joy. I wish him luck in all his future efforts.

………………………………………………

Dewan Golam Yazdani

Assistant Professor
Department of Business Administration
Faculty of Business & Entrepreneurship
Daffodil International University
Student’s Declaration
I, Md Masum Billa, student of BBA program at Daffodil International University announces that
the Internship Study on "An assessment of Customer Satisfaction on Service Quality of
Jamuna Bank Limited” has been prepared only for academic intent.

I further promise that the study outlined in this interim role is original and that, for any degree or
grant or other reason, no part or entire of the document has been submitted to any other college or
foundation.

There is no patent violation in the work I have shown. I therefore accept the University's repayment
of whatever misfortune or harm arising from the inability to do so without any responsibilities.

……………………………………..

Md Masum Billa
ID# 171-11-5447
Department of Business Administration
Faculty of Business & Entrepreneurship
Daffodil International University
Acknowledgement

I want to share my gratitude to Almighty Allah for his profound goodness. The achievement of
this analysis depends not on me alone, but rather on the efforts of many people who have
encouraged, motivated and directed my work, from the first start to the final completion of this
analysis.

"I would like to express my sincere gratitude to my honorable Supervisor Dewan Golam Yazdani,
Assistant Professor, for giving me the opportunity to present my Internship Report on "Jamuna
Bank Limited's Customer Satisfaction Evaluation on Service Quality." Without his continuous
encouragement and bravery, it would have been quite difficult for me to carry out the arrangements
and procedures for this report.

I would like to thank the Jamuna Bank Limited, Human Resource Division, and Head Office and
Rupshi Branch, Narayanganj in particular for enabling me to complete my internship at this bank.
I would like to thank them, too:
• Mr. Faruq Iqbal, Jamuna Bank Ltd., Rupshi Branch, Narayanganj, Senior Vice President
& Manager,
• Senior Executive Officer, Md.Kholilur Rahman, Jamuna Bank Ltd., Rupshi Branch,
Narayanganj.
I would also like to thank Md. Robin Islam, Executive Officer, and I would also like to express
my gratitude to all the people who have been very supportive and cooperative to me in the Rupshi
Branch, Narayanganj.

Finally, my deepest appreciation goes to those who have been interested in the conclusion of the
internship and writing of this report directly and indirectly.
Executive summary
The "Customer Satisfaction Assessment on Service Quality of Jamuna Bank Limited", Rupshi
Branch, Narayanganj, focusing on customer satisfaction, was explicitly reviewed in this paper.

An effort to familiarize Jamuna Bank Ltd. with operation functions. The goal is to establish
strategic and productive practices for all functions by defining Jamuna Bank Limited's strengths
and weaknesses.

This article draws on three months of experience working at Jamuna Bank Ltd's Rupshi Branch,
Narayanganj. Jamuna Bank Ltd. provides the following accounts as part of their customer's
fulfilling of their goals: existing deposits, savings bank deposits, fixed deposits, short-term
deposits, weekly term deposits, all other deposits as approved/advised by the Head Office.

Jamuna Bank Limited has a reputation for success as a partner. The key strengths of JBL are
straightforward and fast decision-making, an efficient performance team, happy clients, online
banking, strong internal monitoring, investment diversification, etc.

The banking service was given by Jamuna Bank Limited with a top leadership and management
role. I discovered after doing this internal study that most of Jamuna Bank Limited's clients have
positive satisfaction with its quality of service. Therefore, the standard of Jamuna Bank Limited's
service is expected to improve day by day and will become more popular among people in the
future.
Table of Contents
Supervisor’s Declaration ............................................................................................................................... 3

Student’s Declaration .................................................................................................................................... 4

Acknowledgement ........................................................................................................................................ 5

Executive summary ....................................................................................................................................... 6

Chapter 01 ..................................................................................................................................................... 9

Introductory Part .......................................................................................................................................... 9

1.1 Introduction ........................................................................................................................................... 10

1.2 Scope of the study: ................................................................................................................................ 10

1.3 Objectives of the study: ........................................................................................................................ 10

1.3.1 Broad Objective: .............................................................................................................................. 10

1.3.2 Specific Objective: .......................................................................................................................... 11

1.4 Methodology ......................................................................................................................................... 11

1.4.1 Primary source: .............................................................................................................................. 11

1.3.2 Secondary source: .......................................................................................................................... 11

1.5 Limitations of the study ........................................................................................................................ 11

Chapter 02 ................................................................................................................................................... 12

Overview of Jamuna Bank Limited ............................................................................................................ 12

2.1 About Jamuna Bank: ............................................................................................................................. 13

2.2 Vision of Jamuna Bank Limited: .......................................................................................................... 13

2.3 Mission of Jamuna Bank Limited: ........................................................................................................ 13

2.4 Organogram of Jamuna Bank Limited .................................................................................................. 14

2.5 Objectives of JBL ................................................................................................................................. 15

2.6 Products and services of Jamuna Bank Limited ................................................................................... 15

2.7 Strategic Business Plan ......................................................................................................................... 16

Chapter 03 ................................................................................................................................................... 17

3.1 Top six reasons of being customer satisfaction as important factor in banking................................ 18
 3.2 Statement in tangible dimension ....................................................................................................... 20

3.3 Statements in the Reliability Dimension ........................................................................................... 21

3.4 Statements in the Responsiveness Dimension .................................................................................. 22

3.5 Statements in the Assurance Dimension ........................................................................................... 23

3.6 Statements in the Empathy Dimension ............................................................................................. 24

3.7 Summary of the survey result for five dimensions ........................................................................... 25

Chapter 04 ................................................................................................................................................... 26

Problems and Recommendations ................................................................................................................ 26

4.1 Problems: .......................................................................................................................................... 27

4.2 Recommendations ............................................................................................................................. 28

4.3 Conclusion ........................................................................................................................................ 29

 Chapter 01
Introductory Part
1.1 Introduction
In order to gain theoretical information about the practical orientation and perspectives of the
dynamic business community, the students of the BBA program, Daffodil International University,
who are ready to effectively complete their BBA degree, must undergo a detailed review to prepare
a intern report. "As part of the program, I am extremely proud to join Jamuna Bank Limited as an
intern and have been placed in Jamuna Rupshi Branch for a period of three months to select the
subject "Customer Satisfaction at Jamuna Bank Limited. This internship is an orientation of
Jamuna Bank Limited's entire working practices and a review of the overall banking area. While I
served in many departments there, I had to pick a field of study in which I could perform thorough
analysis and present my interpretation in the report. This article is an attempt to set out a paper in
which the current situation is specifically clarified in a detailed manner in relation to the operations
of Jamuna Bank Ltd.

1.2 Scope of the study:

An organization will not exist for a moment in the world of the twenty-first century without
banking. Basically, my focus is "Jamuna Bank Limited's Customer Satisfaction Assessment on
Service Quality." Here, I wanted to discuss the various facets of Jamuna Bank's service quality,
including its overall efficiency. Since the time allotted for the internship was very limited, it was
a little difficult to cover up all the benefits and drawbacks of the quality of the service. Nonetheless,
this analysis reveals a significant list of areas beyond the framework of Jamuna Bank's standard of
operation.

1.3 Objectives of the study:

1.3.1 Broad Objective:
The assessment of Customer Satisfaction on Service Quality of Jamuna Bank Limited is the broad
objective of this report.
1.3.2 Specific Objective:
The specific objectives are:
1. To understand the customer’s perception about reliability of Jamuna Bank.
2. To measure customer satisfaction of Jamuna Bank.
3. To identify problems related to the customer satisfaction of Jamuna Bank.
4. To provide recommendation to solve those problems;

1.4 Methodology
The decision to gather various main and secondary data was made in order to conform with certain
guidelines and monitoring protocols in the correct and clear manner to complete the paper. In order
to make the study more viable, two types of data were used. What are they—-

1.4.1 Primary source:

• One to one conversation with the employees.
• Information collected through questionnaire.

1.3.2 Secondary source:

• Website of the bank
• Annual reports of JBL.
• Various reports on JBL

1.5 Limitations of the study

• Time constraints.
• Collecting information through self-financing is far costly.
• In most of the cases, recent information was not available.
• Samples were collected conveniently.
 Chapter 02
Overview of Jamuna Bank Limited
2.1 About Jamuna Bank:
Jamuna Bank Limited (JBL) is a Bangladesh Companies Act 1994 licensed banking company with
its new head office at Jamuna Bank Tower, Plot # 14, Bir Uttam A. K. Khandaker Road, Block #
C, Gulshan-1, Dhaka, Bangladesh. The bank began operating on 3 June 2001.

The Bank offers all sorts of funding for the country's exchange, commerce, manufacturing and
overall business. Finance from JBL is also eligible for developers to set up exciting new companies
and BMRE for existing manufacturing units. The bank was set up by a group of local entrepreneurs
who are well established in the country's fields of trade, commerce, industry and business.

Via designated branches, the bank provides both traditional and Islamic banking. A collective of
highly trained and experienced teams with diversified expertise in finance and accounting run and
run the bank. Bank management is continually focused on recognizing and predicting the needs of
clients. Since consumer preferences are evolving with changing times day by day, the bank aims
to formulate plans and launch new products to cope with the transition. After its establishment,
Jamuna Bank Ltd. has also made considerable progress. The bank has also developed a reputation
as one of the country's highest performing service providers.

The Bank currently has a smart IT backbone network for real-time online banking branches (both
urban and rural) throughout the country. In addition to conventional delivery points, the bank has
its own ATMs, exchanging them around the country with other member banks and consortiums.

The bank's operating hour is 10:00 a.m. Until 6:00 P.M. From Sunday to Thursday from 10:00
A.M. with transaction time. Up to 4:00 P.M. On Friday, Saturday and government holidays, the
bank stays closed.

2.2 Vision of Jamuna Bank Limited:

To become a leading banking institution and to play a significant role in the development of the
country.

2.3 Mission of Jamuna Bank Limited:

The Bank is committed for satisfying diverse needs of its customers through an array of products
at a competitive price by using appropriate technology and providing timely service so that a
sustainable growth, reasonable return and contribution to the development of the country can be
ensured with a motivated and professional work-force.

2.4 Organogram of Jamuna Bank Limited

Chairman

Vice

Managing director

Deputy Managing Director

(DMD)

Senior Vice president (SVP)

Vice President (VP)

Senior Assistant Vice President

Assistant Vice President (AVP)

Senior Executive officer (SEO)

Executive officer (EO)

Senior officer (SO)

Officer

Junior Officer
2.5 Objectives of JBL

2.6 Products and services of Jamuna Bank Limited

The Bank has a number of modes of planning for financial products and administrations. These
goods focus on monthly savings schemes, consumer credit schemes, women's lease finance and
personal loan and shop finance schemes, etc. Jamuna Bank Ltd, also acquainted with Q-money
ATM cards by Debit Cards for its valued clients offering 24-hour banking administrations. JBL
delivers the related departments to respected clients. The Bank offers different kinds of
management. Any of them are discussed below:
2.7 Strategic Business Plan
While Jamuna Bank Limited is engaged in traditional commercial banking, the intrinsic desire of
religious Muslims is also considered, and in 2003 it launched the Islamic Banking System and
established one Islamic Banking Branch. Under the direction and oversight of a body called the
Shariah Council, the Islami Banking Division carries out its operations.
In order to keep pace with modern banking, the bank is committed to continuous research and
growth.
In order to ensure timely and reliable services for clients, the bank's processes are computerized.

In order to improve security facilities inside the bank's premises, the bank has installed a video
monitoring system (CCTV).
 Chapter 03

Customer satisfaction functions of JBL

Satisfaction is related to customers as well as to banks. Banks are making frank efforts to offer
high-quality goods and services to their customers. Consumers often expect the highest deal for
their money and do not waste much effort to find the right products and services. Consumer loyalty
is a concept often used in advertisement. That is a measure of how the goods and services supplied
by a business meet or achieve consumer requirements. When clients are satisfied with the products
or services they have ordered, one can refer to customer satisfaction. If they have their bank records
right, pay less transaction costs, feel confident in payment, feel safe to withdraw money, use
banking facilities, etc., customer loyalty can be seen.

3.1 Top five reasons of being customer satisfaction as important factor in

banking
SERVQUAL criteria has been used to determine JBL's customer satisfaction. The origin of this
instrument is Zeithaml, Parasuraman and Berry, who found five customer dimensions that they
used to evaluate the quality of service. They then named this SERVQUAL survey instrument. In
short, customers will hand over the keys to their loyalty if providers get these dimensions right.
Because they're going to get service excellence. According to what’s important to them.
The main aim of SERVQUAL is to have a standard and a reliable tool that can be used to measure
the quality of services in different service sectors, the five SERVQUAL dimensions are:

Tangibles- This implies the existence of the physical structures, supplies, staff and contact
materials of the bank.
Reliability-It demonstrates the capacity of its staff and bank to reliably and accurately perform the
promised service.
Responsiveness-The desire to help clients and to provide timely banking service is the desire.
Assurance-It demonstrates the level of knowledge and courtesy of employees and their ability to
convey respect and trust.
Empathy-The bank provides a sense of empathy and individualized focus for clients.

In this report, I surveyed about 41 customers as a sample of the population size of nearly two
thousand to assess the satisfaction level of Jamuna Bank Limited's customers (Rupshi Branch).

Gender Frequency Percentage Cumulative percentage

Male 29 70% 70%

Female 12 30% 100%

Total 41
3.2 Statement in tangible dimension

Tangibility statement
180
160
140
120
100
80
60
40
20
0
AIBL has modern AIBL has The sitting Bank Total
looking convenient arrangement is environment is
equipment and business hours. comfortable and satisfactory
technologies that enough
better satisfy
your needs

Strongly disagree Disagree Average Agree Strongly agree Total

3.3 Statements in the Reliability Dimension

Reliability statement
250

200

150

100

50

0
You found Employees are If AIBL If you have a AIBL completes Total
Account knowledgeable promises to do problem, your
opening about the something by a employees transactions
process of AIBL offerings certain time, it give easy and rapidly
is efficient does so appropriate
solution of
your problems

Strongly disagree Disagree Average Agree Strongly agree Total

3.4 Statements in the Responsiveness Dimension

Responsiveness statement
35

30

25

20

15

10

0
Every time error The officers at The staff and Less time taken at The competence
free record customer service employees of the cash counter to and knowledge of
provided to you correctly bank are helpful deliver service to officers about
answered your and cordial. you was enough. banking system is
required inquiries good.

Strongly disagree Disagree Average Agree Strongly agree

3.5 Statements in the Assurance Dimension

Assurance statement
140
120
100
80
60
40
20
0
Strongly Disagree Average Agree Strongly agree Total
disagree

You always feel confident and have trust on the officers at customer service.
Your cheque book and ATM card was delivered timely and efficiently
You feel secure in your transactions with AIBL
3.6 Statements in the Empathy Dimension

Empathy statement
40
35
30
25
20
15
10
5
0
Charging less service charge AIBL’s Employees understand AIBL products and services
from customers your specific needs. serve best interests of
comparatively to other customers
banks.

Strongly disagree Disagree Average Agree Strongly agree

3.7 Summary of the survey result for five dimensions

Summary of five dimensions

900
800
700
600
500
400
300
200
100
0
Strongly Disagree Average Agree Strongly agree Total
disagree

Tangibility Reliability Responsiveness Assuarance Empathy Total

 Chapter 04
Findings and Recommendations
4.1 Major Findings:
From the point of view of the respondent, JBL's tangible aspect of well-satisfied bank customers
is inside the bank with all kinds of tangible appearances (equipment, supplies, physical facilities
& employees). And these variables made it possible for the material dimension to be next to all
other dimensions. But there are few respondents who have business hour problems.

• From the viewpoint of the respondent, factors that are somewhat acceptable under
consistency (maintain commitments, timely problem solving and delivery of service at the
promised time & emphasis on error-free recording). Survey respondents received their
opinion that the length of completion of certain tasks exceeds the duration of JBL.

• From the feedback of the customers, statements are somewhat satisfactory under
responsiveness. There are a significant number of customers who said that the time taken
at the cash counter is somewhat acceptable, the professionalism and expertise of the
banking system officers are average.

• From the point of view of the respondent, JBL's assurance dimension (behavior of
employees, safe felling in transactions, consistent good employee courtesy and having
decent knowledge employees in responding to customer requests) is quite satisfactory. On
average, therefore, the customers are sufficiently assured by the skills, courtesy, credibility
and security of the employees and the bank.

• From the respondent’s perspective, epithetical factors such as service charges and
individual interest is satisfactory

• In qualitative research, there are few areas where JBL needs to develop its performance in
order to increase customer satisfaction that includes-

o Meeting the dates of delivering cheque book and ATM card

o Business hour of bank

o More time taken by cash officials while doing transactions.

o Less services for the students

o ATM booth availability.

4.2 Recommendations
Although the online banking service provided by JBL is satisfactory in comparison with the other
banks. But in order to cope with the competition and keep them ready for the changing trend, JBL
should always continue to update their online services, some proposals to improve their online
services:

• Increase the number of ATM booth of JBL

• Increase student accounts facilities to motivate them towards saving.

• Increase number of employees to reduce the waiting time for the customers at cash
department.

• Heavy marketing and promotional campaign should be conducted to popularize the internet
banking service by JBL.

• In order to improve the level of customer service satisfaction is should give more
emphasize on processing the task within promised time and give personal attention to each
customer by JBL.

• Increase number of online services for corporate clients by JBL.

• Enhance the website access quality by JBL.

• Increase number of online services for non-resident Bangladeshi by JBL.

4.3 Conclusion
Bangladesh's banking sector is on the right track. Bankers are contributing to the country's growth
and development even more than in previous years. In mobilizing capital and other services,
banking is becoming more and more important for Bangladesh's economic growth. As an
organization, Jamuna Bank Limited has earned the reputation of being Bangladesh's top banking
operation. Compared with any other local bank operating in Bangladesh, the organization is much
more structured. G In the future, the people. It has a reputation for growth as a partner. The main
strengths of JBL are transparent and rapid decision-making, efficient performance team, satisfied
customers, online banking, efficient internal control, investment diversification, etc. After doing
this internal report, I found that most of Jamuna Bank Limited's customers have a positive
perception of its service quality. Therefore, the standard of Jamuna Bank Limited's service is
expected to improve day by day and will become more popular among people in the future.
References:

Annual Reports
Jamuna Bank Limited, Annual report 2015-2019
Website
1. www.jamunabankbd.com
2. www.Bangladesh-bank.org