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CUSTOMER SATISFACTION OF
JANATA BANK]
An Assessment of Customer Satisfaction of Janata Bank
INTERNSHIP REPORT
OF
JANATA BANK
Submitted to:
Dr. Masudur Rahman
Associate Professor
Department of Marketing
University of Dhaka
Submited By
Md. Rabbi Hasan BBA
th
Program, 13 Batch Roll:
12, Sec-B
2
Department of Marketing
University of Dhaka
Letter of Submission
September 10, 2011
Associate Professor
Department of Marketing
University of Dhaka
Dear Sir,
I am writing in connection with the internship report naming “AN ASSESSMENT OF CUSTOMER
SATISFACTION OF JANATA BANK, Mirpur Branch, Dhaka.
Under the state of the report, I have been given relevant information from the employees of JANATA
Bank Ltd. for collecting primary data. i also have gone through various publications relating with
Janata Bank Ltd. and its operation.
This report provides me an insight on the customer service department of Janata Bank. In this report
I have tried to find out some problem areas related to customer satisfaction of Janata Bank Ltd.
and tried to find out some possible solutions to those particular problems.
I have enjoyed the preparation of the report because it provides me with the chance to put my
theoretical knowledge in a real life situation. If you need any kind of further information I will be
glad to provide accordingly.
I therefore pray & hope that you would be kind enough to me in accepting this report and oblige
thereby.
Sincerely yours
University of Dhaka
ACKNOWLEDGEMENT
All praise is to the one to one to whom all dignity, honor and glory are due, the unique with perfect
atributes, who begets not, nor is he begotten. He has not equaled, but he is almighty, omnipotent
for preparing fruitfully this internship reports.
I would like to extend my sincere gratitude to my course instructor Dr. Masudur Rahman, Dept. of
Marketing, University of Dhaka for his valuable advises and cooperation.
I am also grateful to MD.RAFIQUEL ISLAM Sir, Assistant Manager of Mirpur Branch of JBL, MD. BALAL
AHMED,MD.SARIFUL ISLAM,MD.RAZZAK,MD.MOBASSER HAQ and other oficers of JBL(Mirpur
Branch) for their relentless eforts in carrying out my study. They providing me with necessary
information and extended their hands to me. I can humbly tell that without their meticulous care,
valuable suggestion and instruction it would not have been possible for me to complete my
internship report.
I would like to express thinks to my friend and all of my well-wishers for supporting me to do best in
such an academic work.
I lack the space here to acknowledge all of the other individuals whose special efort went into this
paper. I offer intend my sincere thanks, and the finished report that they helped guide to
completion.
Now the banks constitute the core of the country’s organized financial system in
Bangladesh. Banks are now-a-days the most trusted financial organizations to the people
all over the world and they satisfied their customer by offering Different banking services.
Ensuring the maximum level of customer satisfaction is an aim for each financial
institution. As a result the customer expectations about the service quality of Janata Bank
always remain medium. I got the opportunity of getting important information from the
employees of this bank that help me to prepare this project paper.
Janata Bank Limited, a leading commercial bank with 867 outlets strategically located in
almost all the commercial areas throughout Bangladesh, overseas Exchange Houses and
hundreds of overseas Correspondents, came into being as a Public Limited Company on May
17, 2007 with a view to take over the business, assets, liabilities, rights and obligations of
the
Janata Bank which emerged as a nationalized commercial bank in 1972 immediately after the
emergence of Bangladesh as an independent state.
The objective of the report is to assess the level of importance, the customer of Janata Bank
put across various service attributes and also to determine how well Janata Bank is
satisfying the customer of those service grounds and different service quality dimensions.
The survey is conducted on 100 respondents (sample) those represent the total general
customers segment. Customer had to mark the level of importance that they perceive about
a particular service attribute’s quality. The survey data is then analyzed with the help of
statistical tools like weighted average mean and simple arithmetic mean.
The survey outcome is not highly satisfactory. Customers are highly dissatisfied with the
service quality of ATM’s because of the less number of ATM’s. By increasing the numbers
of ATM’s, constructing the new branches, employees training, introducing locker service,
personalize caring, implementing charges Janata Bank can improve its service quality.
Janata Bank should attract the dissatisfied customer in order to bring them to positive side of
the road strong relationship with the customers can be maintained.
Table of Content
1 Introduction 9
2 Customer Service 16
2.1 Satsfacton
5.1 Reliability
5.2 Responsiveness
5.3 Assurance
5.4 Care & Empthay
5.5 Tangibility
6.1 Conclusion
6.2 Recommendation
Reference
Appendix
Chapter -1
Introduction
1.1 Introduction of the topic
a) Primary Objective: Primary objectve of the report is fulfilling the course requirement for
Completion of the degree of BBA program at Department Of Markeitng Under University Of
Dhaka.
10
b) Secondary Objective: Beside the primary objectve, there are some other objectves
which are equally important. The prime objective of the study is to examine -
To come up with possible ways of improving service quality and efficiency that
will lead to bring more customer satisfacton for Janata Bank Ltd.
Analyze customer opinion regarding satisfacton through questoning customer.
To assess the level of importance, the customer of Janata Bank put across
various service atributes and also to determine how well Janata Bank is
satsfying the customers on those service grounds and diferent service quality
dimensions.
As a student of BBA, it is normally essental to know the customer service and satsfaction of
any bank. In modern world without Customer Satsfaction any organizaton can not run in
any moments. This report covers:
The scope of this report is limited to the overall descripton of the company. Its service and
their customers’ assessment about the service provided by the customer service
department.
1.4 Methodology of the Study
1.4.1 Type of research:
In this study, exploratory research will be conducted to find out and understanding of the
overall banking of Janata Bank Ltd. and also to determine some of the atributes of service
quality in this bank.
Exploratory Research
Exploratory research is a type of research conducted for a problem that has not been clearly
defined. Exploratory research helps determine the best research design, data collecton
method and selecton of subjects. It should draw definitve conclusions only with extreme
caution. Given its fundamental nature, exploratory research often concludes that a
perceived problem does not actually exist.
The entire questonnaire is prepared based on the SERVQUAL scale. There are five service
quality dimensions Reliability, Responsiveness, Assurance, Empathy and Tangibles. I also
designed a structure and unstructured questionnaire. This structured questonnaire was the
major tools of this research project. 21 questons are selected which focus this 5
dimensions.
I have collected primary data by variety of ways, first of all by interviewing employees of
Janata Bank Ltd. and directly communicating with the customers. I have also conducted a
questonnaire survey of the customers minimizing interruptions in their baking actvities.
Primary data were mostly derived from the discussion with the employees & through
surveys on customers of the organizaton. Primary informaton is under consideraton in the
following manner:
2. Secondary data
Internal Sources
External Sources
Questionnaire survey: I also designed a structure and unstructured questonnaire for the
customers of Janata Bank. This structured questonnaire was the major tools of this research
project.
1. Method
For the purpose of getng beter result, I adopeted non probabilistic purposive sampling
technique during the survey of these project where customers were given copies of the
questonnaire and were asked to fill them. I gave continuous support to the customers
for any problems that they faced while filling up questonnaire so that the validity of the
questonnaire increases. As the simple random sampling is easily understood and results are
assessable it is best suited for my study.
2. Size
The analysis of collected data is completed with the help of the statistcal tools. The
response of the survey including the level of importance and the customer’s percepton are
tallied at first and than the weighted average of those responses are prepared. Here the
value of the SERVQUAL scale (5, 4, 3, 2, and 1) is counted as the weight. Finally by
doing mean of the three questons of the single segment the overall mean importance and
overall mean satsfaction level of the service quality dimension are calculated.
1.5 Limitation of the report
Time frame of the research was very limited. The actual survey was done with in a
month.
Large scale research was not possible due to constraints and restricton posed by the
organization.
Part of organizational culture was writen from individual’s perception and may vary
from person to person.
Getng relevant papers and documents were strictly prohibited.
Chapter -2
Customer Service
2.0 Customer Service
Customer Service is the set of behavior that a business undertakes during its interacton
with its customers. It can also refer to a specific person or desk which is set up to provide
general assistance to customers.
2.1 Satisfaction
Definition 1: Satisfaction means the contentment one feels when one has fulfilled a
desire, need or expectations.
Rather than a single definition, I think it is appropriate to provide several definitions because
a single definition gives the impression that there can be only one, which is certainly
not true.
Expressed
Implied
Expressed: Customer Expectatons are those requirements that are writen down n the
contract and agreed upon by both partes for example, product specificatons and delivery
requirements. Supplier’s performance against these requirements is most of the items
directly measurable.
Implied: Customer Expectations are not written or spoken but are the ones the
customer
would ‘expect’ the supplier to meet nevertheless.
For example, a customer would expect the service representatve who calls on him to be
knowledgeable and competent to solve a problem on the spot.
There are many reasons why customer expectations are likely to change overtme. Process
improvements, advent of new technology, changes in customer’s priorites,
improved quality of service provided by compettors are just a few examples.
2.6 Customer Satisfaction Dimension
Customer Satisfacton is measured across various parameters. There are parameters and
sub parameters (some enumerated below).
Sales Experience
Product Experience
Product Servicing
20
Relationship experience
Collection Experience
Assurance
Personal
Price Factors
Reliability is defined as the ability to perform the promised service dependably and
accurately. More specifically, it means that the company deliverers service provision,
problem resolution, and pricing according to their promises. In this way, firms can keep their
customers loyal to them. (Zeithaml, Bitner & Gremler 2009, 113.)
Responsiveness is the willingness to help customers and to provide prompt service. The
focus is weighted on how quickly and attentively companies are able to deal with
customer requests, questons, complaints, and problems. Companies must have
customer’s point of view to deliver service and handle requests in order to excel on this
dimension. (Zeithaml, Bitner & Gremler 2009, 114.)
Assurance is the knowledge and courtesy of employees and their ability to convey trust and
confidence. For high-risk service such as banking, insurance, medical, brokerage, and legal services,
this aspect tends to be particularly significant. Companies need to gain trust and confidence in ord
er to create trusting relationships with their customers. (Zeithaml, Bitner & Gremler 2009, 114.)
Empathy is the provision of caring individualized attention to customers. The core idea is to prove
customers that they are cared and understood through personalized or customized service, as they
are special and important for firms. Small firms are often able to reflect their personal knowledge of
customer requirements and preferences and build relationships with their customers so that small
firms tend to be more advantageous when competing with larger firms in this dimension. (Zeithaml,
Bitner & Gremler 2009, 114-115.)
This atribute demands customization service process. Aspects like individual atention,
understanding customer’s needs and interests were categorized in this section.
All of those elements are equally important in order to obtain one hundred percent of quality and
have diferent influence on the final service quality. Customers use those five dimensions to organize
information about service quality in their minds. Depending on a situation, sometimes all the
dimensions are used, and at other times not. Although this model is found relevant for a variety of
service business and therefore widely used, some researchers suggest that cross-cultural aspect is
missing on those dimensions. Individuals from different backgrounds seek diferent experiences
from the same set of service and also perceive actual experiences differently. This has to be taken
into account when applying these dimensions. (Zeithaml, Bitner & Gremler 2009, 112.)
Chapter -3
Janata Bank Limited, a leading commercial bank with 867 outlets strategically located in
almost all the commercial areas throughout Bangladesh, overseas Exchange Houses and
hundreds of overseas Correspondents, came into being as a Public Limited Company on May
17, 2007 with a view to take over the business, assets, liabilites, rights and obligations of
the Janata Bank which emerged as a natonalized commercial bank in 1972 immediately
after the emergence of Bangladesh as an independent state. Janata Bank Limited started
functioning as a going concern basis through a Vendors Agreement signed between the
ministry of finance, Government of the People's Republic of Bangladesh on behalf of the
former Janata Bank and the Board of Directors of Janata Bank Limited on November 15,
2007 with retrospectve effect from 01 July, 2007.
The principal actvities of the Bank are providing all kinds of commercial banking services to
its customers and the principal activities of its subsidiaries are to carry on the remitance
business and to undertake and participate in any or all transactions, and operations
commonly carried or undertaken by remitance and exchange houses.
The Bank also started its Merchant Banking operatons at Head Ofice level from September
03, 2009 vide registraton certificate no. AMB-34/2009 dated March 23, 2009 under
Securites and Exchange Commission Act, 1993 and Securites and Exchange Commission
Rules, 1996.
Janata Bank Ltd. with its wide-ranging branch network and skilled personnel
provides prompt services like issuing:
Demand Draft
Telegraphic Transfer
Pay Order
bills collecton
clearing
The Bank provides the following account facilites:
Current/Savings/STD account
FDR account
Advance account
Loan account
Janata Bank has already established a worldwide network and relatonship in international
Banking through its overseas branches and foreign correspondents. The Bank has earned
an excellent business reputation in handling and funding international trade partcularly in
boosting export & import of the country. The Bank finances exports within the framework of
the export policy of the country.
3.3 Organizational Overview:
Company Mission:
To become a leading bank of Bangladesh.
Operatng at internatonal level of efficiency, quality and customer service.
Company Vision:
We operate ethically and fairly within the stringent framework set by our regulators. We
fuse ideas and lessons from best practice to explore new avenues to become stronger,
more eficient and compettve. We apply informaton and communication technology
for the benefit of our customer and employees. We invest to strengthen the future of the
bank.
3.5 Organizational Hierarchy:
Chairman
Principal Officer
Senior Officer
Officers/Officers Cash
30
3.6 Business Challenge
Janata Bank wanted to streamline their remitance operatons and improve customer
service. To achieve these objectives, they had to address four major challenges:
Previously, most money transfers were processed manually across Janata Bank’s
remitance centres due to which it would take up to four days for beneficiaries to
receive funds. Janata Bank wanted to ofer their customers popular same day
services such as spot cash within minutes.
Janata Bank wanted to be able to communicate and collaborate information
accurately, rapidly and reliably among their 867 branches. They wanted to ensure
that the right information is delivered to the right branch at the right time using
advanced auto-routing features.
Some Janata Bank branches could expect up to 2,000 customers on certain days,
making it very dificult for their staff to serve them. Janata Bank wanted to empower
their staff to help customers as effectively as possible.
Janata Bank wanted to have a sophisticated money transfer management
system
that could be easily used by their staf. They wanted the system to be user-
friendly so staff could rapidly learn how to use it, which in turn could save them
time and cost.
3.7 Credit Rating:
Credit Rating Information and Services Limited (CRISL) assigns AAA (Triple A) rating to Janata
Bank in the long run and ST-1 in the short term. The above has been done in consideraton
of the guarantee of the Government of the People’s Republic of Bangladesh while setng up
Janata Bank under the Presidental Order Number 26 of 1972 by assuming all assets and
liabilites of some banks operatng in former East Pakistan. CRISL, being a local rating
agency, always considers the Government of the People’s Republic of Bangladesh as the
highest risk free entty. Financial Institutions rated in this category are adjudged to be
of best quality, ofer highest safety and have the highest credit quality. Changing economic
circumstances are unlikely to have any serious impact on the category of banks. The short
term rating indicates highest certainty of timely payment. Safety is almost like risk free
Government short-term obligations.
Here below are a few of such services Janata Bank Limited provides:
Grameen Phone bills of Grameen Phone Ltd. with service charge & other
charges
Gas bill of Titas Gas, T& D Co. ltd without service charges
institutons
Jewelry and Diamond Silk worm cultivation Stuffed toys (except RMG)
With assistance from about 400 overseas correspondents, Janata Bank Limited, through 40
Authorized Dealer Branches, has been financing full range import business of a lot of
Importers who are Bank's clients.
Financing industries of 100% foreign investment or of Joint Venture at Export Processing Zones
Obtaining EEF (Equity & Entrepreneurship Fund) from Government through Bangladesh Bank
for building up Entrepreneurs' Equity.
Providing services to the exporters by the Bank's own logistical supports like SWIFT, Reuters
Service, Internet, and Fax etc.
Software and Data entry Dry & Dehydrated fish Toys and luggage
38
4.5 Merchant Banking Operation
Issue Management:
We shall render our service to help the capital market to increase the supply of securities.
Being a Manager to issue we shall provide assistance to the Private Limited Companies
intended to be converted into Public Limited Companies by way of obtaining necessary
permission from relevant authorities, preparing prospectus for public issue of shares and
debentures, involving in the collection of applicaton money and end through listing of
securites with stock exchange.
Underwriting:
Janata Bank Limited with its strong capital base is capable of providing underwritng
commitments for successful completion of IPO of any size enabling the companies to go
public.
Portfolio Management:
Initially the Non-Discretonary (i.e. Investor's Discretion) portfolio account will be
opened. Subsequently the portfolio management shall be expanded with the introduction
of following schemes:
Bank's discretionary portfolio account.
Investor's discretion portfolio management scheme for high net worth investors.
Profit loss sharing portfolio management scheme (subject to approval of SEC).
Interest, Fees, Commission etc:
You may open NFCD Account in any of our Authorized Dealer (AD) Branches in Bangladesh.
You may also collect Forms from Bangladesh Missions abroad and send your applicaton to
us for opening NFCD Account. Facilities of NFCD Account:
You can withdraw and transfer both interest and principal in foreign currency
You will enjoy many privileges Government has declared for expatriate Bangladeshis
who send their money through banking channels
You can also convert your foreign currency into Taka
40
Probashi Remitance Card:
The Probashi Remitance Card is a prepaid card that provides customer immediate access to
their pay. The cardholder or beneficiaries can use the card at any Electro ways ATM or pay
for purchases at the point-of-sale, pay bills and transfer funds to their loved ones ! Like
other prepaid payment products, the Probashi Card can be used every places where Electro
ways logos are accepted. The cardholders also can receive a monthly statement and can
obtain account information at ATMs and POS terminals or by calling the customer care
number.
Instant payment
The Remit ONE MTMS was delivered on tme and met the demands. In addition, Janata Bank
is very pleased with the level of support they received from Remit ONE.
Business Benefits
With the RemitONE MTMS, Janata Bank now ofer a set of advanced, enhanced, rapid and
secure services to their customers, including:
1. Enhanced customer experience due to the following impressive same day services:
Spot Cash remitance for both account holders and non-account holders
Instant SMS notifications after successful processing of transactons
2. Improved remitance delivery options for remiters to choose from and to make it
easier for beneficiaries to collect their funds
3. Significantly reduced processing costs due to automation of all remitance-related
tasks
4. Improved business process management due to business-critical information being
instantly available to the right staff member at the right branch
5. Empowered business users who can tend to a multtude of customers in a highly
effectve and eficient manner
6. Rapidly increasing ROI through rapid execution of various remitance operatons,
tasks and actvities
4.8 Future Plans
Janata Bank is actvely working to become the foremost remitance provider in all
Bangladesh through efectve market penetration. They plan to open more overseas
exchange houses in important locations and forge strategic alliances with major global
remitance companies sending money to Bangladesh.
With 867 branches across the country and now an end-to-end, fast and reliable
technology solutions by Remit ONE, Janata Bank are certainly placed well in the remitance
industry to achieve their business goals.
Chapter -5
Customer’s Importance
&
Level of Satisfaction
An Assessment of Customer Satisfaction of Janata Bank
5.1 Reliability:
Aspects relating to reliability dimension of service quality were asked in 3 diferent
questons. These questons are as follows:
The respondents placed a high importance in this characteristc of the service. The majority
of the respondents are indifferent. 2% customers are highly satsfied, 20% customers are
satisfied 60% customers are indiferent as well as 18% customers are negatve with this
statement.
5 2%
4 20%
3 60%
2 18%
1 0%
60%
50%
40%
30%
20%
10%
0%
An Assessment of Customer Satisfaction of Janata Bank
Sc ore 5 Score 4 Score Percentage
3 Score 2 Score
1
45
Chart-1: Provides services within the time promised.
It is one of the most vital parts of the reliability. Customer always tries to get appropriate
solution to problem. The respondents placed a high importance in this characteristic of the
service. The majority of the respondents are negatve with this statement. 15% customers
are satisfied, 40% customers are indifferent and 45% customers are disagreeing with this
statement.
5 0%
4 15%
3 40%
2 45%
1 0%
46
Q3: Errors and mistakes correctly promptly.
The respondents placed a high importance in this characteristc of the service. The majority
of the respondents are indifferent. 5% customers are highly satisfied, 25% customers are
satisfied 40% customers are indiferent as well as 30% customers are negatve with this
statement.
5 5%
4 25%
3 40%
2 30%
1 0%
Three atributes were grouped in this dimension and the respondents were asked to express
their opinion. Results are various aspects are shown below:
An extremely high percentage of Satsfaction was given in this atribute of service. The
majority of the respondents are satisfied. 2% customers are highly satsfied, 40% customers
are satsfied with this statement, 30% customers are indifferent as well as 28% customers
are negatve with this statement. The results are as follows:
5 2%
4 40%
3 30%
2 28%
1 0%
5 10%
4 40%
3 25%
2 20%
1 0%
Most of the respondents were in indiferent while expressing their satsfacton towards this
aspect. The satsfacton percentages of this atribute were dissatisfactory. 35% customers
are satsfied, 40% customers are indiferent, 20% customers are disagreeing with this
statement and 5% customers are highly disagreeing with this statement.
1 5%
50
5.3 Assurance:
Aspects relatng to assurance dimension of service quality where asked three diferent
questons. The results are as follows:
This atribute was also found to be another one of the most important ones. In this atribute
satisfacton percentage is not much higher. 32% customers are satsfied, 40% customers are
indifferent, 25% customers are disagreeing with this statement and 3% customers are
highly disagreeing with this statement.
5 0%
4 32%
3 40%
2 25%
1 3%
Chart-7: Friendliness & Courtesy of the employees.
Most of the respondents were in satsfied while expressing their satsfacton towards this
aspect. 25% customers are highly satsfied, 45% customers are satsfied with this
statement,
35% customers are indiferent. Most of the respondent’s positive with this statement. The
results are as follows:
5 25%
4 45%
3 30%
2 0%
1 0%
Most of the respondents were in indiferent while expressing their satsfacton towards this
aspect. In this atribute satsfaction percentage is not much higher. 20% customers are
satisfied, 42% customers are indiferent, 30% customers are disagreeing with this statement
and 8% customers are highly disagreeing with this statement.
5 0%
4 20%
3 42%
2 30%
1 8%
Chart-9: Janata Bank gives atention to every individual
Most of the respondents were in indiferent while expressing their satsfacton towards this
aspect. In this atribute satsfaction percentage is not much higher. 25% customers are
satisfied, 55% customers are indiferent, and 20% customers are disagreeing with this
statement.
5 0%
4 25%
3 55%
2 20%
1 0%
This atribute was also found to be another one of the most important ones. In this atribute
satisfacton percentage is not much higher. 32% customers are satsfied, 48% customers are
indifferent, 15% customers are disagreeing with this statement and 5% customers are
highly disagreeing with this statement.
5 0%
4 32%
3 48%
2 15%
1 5%
Most of the respondents were in indiferent while expressing their satsfacton towards this
aspect. In this atribute satsfaction percentage is not much higher. 25% customers are
satisfied, 45% customers are indiferent, 22% customers are disagreeing with this statement
and 8% customers are highly disagreeing with this statement.
5 0%
4 25%
3 45%
2 22%
1 8%
Chart-12: Janata Bank has visually appealing facilities
Most of the respondents were in satsfied while expressing their satsfacton towards this
aspect. 44% customers are satsfied, 30% customers are indifferent and 26% customers
are disagreeing with this statement. Most of the respondent’s positve with this statement.
The results are as follows:
5 0%
4 44%
3 30%
2 26%
1 0%
This atribute was also found to be another one of the most important ones. In this atribute
satisfacton percentage is much higher. 10% customers are highly satsfied, 55%
customers are satsfied, 15% customers are indiferent with this statement, 8%
customers are disagreeing with this statement and 2% customers are highly
disagreeing with this statement.
5 10%
4 55%
3 15%
2 8%
1 2%
This atribute was also found to be another one of the most important ones. In this atribute
dissatsfacton percentage is much higher. 25% customers are indifferent, 35% customers
are disagreeing with this statement and 40% customers are highly disagreeing with this
statement.
Table 15: Janata Bank has modern equipment and technology that beter satsfy your
needs
5 0%
4 0%
3 25%
2 35%
1 40%
Chart-15: Janata Bank has modern equipment and technology that beter satisfy your needs
5.6 Some other Analysis
In spite of the five dimensions, some other questions were also asked to the customers for
beter understanding of their satisfacton or dissatsfaction and the reason behind this.
These questions and their analysis are given below:
Different customer views products and services indifferent way. The reason for taking
service or buying products from organization is diferent among the customers. This
atribute was also found to be another one of the most important ones. In this atribute
satisfacton percentage is not much higher. 28% customers are satsfied, 52% customers are
indifferent with this statement and 20% customers are disagreeing with this statement.
Table 16: Janata Bank has strong brand name and reputation
5 0%
4 28%
3 52%
2 20%
1 0%
60
Chart-16: Janata Bank has strong brand name and reputaton
In recent days ATM service has become vital for the customers and banks. The banks are
willingly to achieve compettive advantage through superior flexibility. In this atribute
satisfacton percentage is not much higher. 20% customers are indiferent with this
statement, 35% customers are disagreeing with this statement and 45% customers are
highly disagreeing with this statement.
5 0%
4 15%
3 25%
2 35%
1 25%
Chart- 17: Janata Bank has sufficient ATM booths
Number of customers and superior service also depends on the number of branches.
Convenience of branches or the branches availability also influences the customer to get
involved with the bank. 25% customers are highly satsfied, 45% customers are satsfied,
20% customers are indifferent with this statement, and 10% customers are disagreeing with
this statement.
5 25%
4 45%
3 20%
2 10%
1 0%
Chart- 18: Janata Bank has suitable branch location
Customers always compare the products and services of one organization with another to
find out the best one. 15% customers are highly satisfied, 42% customers are satsfied, 28%
customers are indiferent with this statement and 20% customers are disagreeing with this
statement.
Table 19: Janata Bank gives average bank service and facilites
5 15%
4 42%
3 28%
2 20%
1 0%
Chart- 19: Janata Bank gives average bank service and facilities
Though the ATM machines are latest in technology but every the customers are
coming up with complaints regarding the ATM booths are not available in diferent
area.
Quality of service is the most important part of the Janata Bank. But they do not give
quality full service. So it is very necessary to improve their service quality.
Janata Bank does not use modern equipment and technology that beter satisfy
customers needs
Most of the customers feel safe in transactions with Janata Bank. So that it is one of
the most vital or strong part for Janata Bank.
One useful tool is to search for the most important attributes that allow analyzing those
areas that are important and have much room for improvements. In the following
secton the most important atributes will be discussed.
The analysis of the importance scores across various atributes of service quality dimension
pointed out some atributes that were highly important to the customer. These atributes
are listed below according to importance:
Speed of Service
Locatons of ATM’s
Friendliness & courtesy of the employees
Promptness of error correcton
Locaton of the branches
These attributes were considered as the drivers of satsfacton for the customers.
Satsfacton across these atributes influenced the overall satisfacton towards the bank
services. Some other atributes, which were important to customers but not considered
as
drivers of satsfaction are listed below:
Individual attention
Safety of transactions with Janata Bank
Reliability and accuracy of the statements
Problem solving interest within employees
The rest of the atributes administered during the survey where found to moderately
important or less important or indiferent for the customers and were not considered by
them while deciding on satisfacton scores.
As mentioned earlier, the major concern of managers is to find out satsfaction of the
customers across the various drivers of satsfaction. The results of the survey showed
that
customers were satsfied only across the following drivers of satsfaction:
Thus the above attributes were only very few compared to the list of highly important
atributes. Again the customer also ranked some of the highly important factors as highly
dissatsfactory. These atributes thus damaged the overall satsfacton scores drastcally.
Some such attributes are as follows:
Speed of Service
Locatons of ATM’s
Most of the other drivers of satsfacton that were very important to customers showed
average satsfaction scores. This depicts that most of the customers are not very satsfied
with the atributes and are the some what indiferent with the atributes. This bought down
the overall satisfacton scores to the neutral or average points.
The respondent showed high satisfacton scores towards some of the atributes of the
service dimensions. Though most of these were not very important to customers they do
represent the good side of the service provided by Janata Bank. Some such satsfied
atributes are listed below starting from the most satisfied ones:
So these were the atributes that resemble strength of service provided by Janata Bank
services, which were ranked as satsfactory by the respondents.
The respondent while expressing their satisfaction views toward various atributes ranked
some of the aspect of the service quality poorly. Such dissatsfied must be taken care as
early as possible. Some such poorly ranked dissatisfied atributes are as follows:
Strength:
The atribute with which customers were highly satisfied but gave less importance was
tagged as the strength areas of the bank. Some attributes that give Janata Bank Ltd. a
beter standing in the compettion. These are:
Rates on savings
Weakness:
Some weaknesses of the bank were pointed out in the survey, which had low satsfaction
scores and were somewhat less important to customers. But in order to improve overall
satisfacton these atributes should be considered.
Willingness to help
Opportunities:
Opportunities are the ones that hold bright prospects for Janata Bank Ltd. identifying
that where it should build its strength. These opportunites are:
Savings service
Threats:
Threats are ones that represent danger for the bank in its future growth and are responsible
for the downgrading of customer satisfacton. Some of the threats are:
Technology of bank
neatness of employees
Friendliness of employees
Chapter -6
70
6.1 Conclusion
This research has provided some interestng insight in to what kind of service the customers
give importance to and what quality service they get from Janata Bank Ltd. It is quite
obvious from the research that the customer requirements are not fully met and they are
very dissatsfied with some of the aspects of the bank. Again the research revealed that only
one third of customers were more or less satsfied with the service of the bank and more
than half of the respondents were on the neutral side of satisfacton line.
Finally, I would say that this research report at Janata Bank has increased my practical
knowledge of Business Administration and made by BBA educaton more complete and
applied. In this report, I got the opportunity to apply various tools and concepts I learn in my
BBA courses.
Customers are the vital for every business. It is not possible to make a profitable
business without concerning the customer’s benefit. Janata Bank is a great domestic bank.
To achieve the desired position in the market, tmely improvement in service is essental
6.2 Recommendation
Janata Bank is one of the most flourishing Bank of Bangladesh with wide growth
opportunites in the industry. The survey on the customers of Janata Bank was conducted
with an aim of improving the overall customer satisfacton at Janata Bank Ltd. The research
gave valuable insights as to where improvements were necessary to improve the quality of
service. Janata Bank has strong organizatonal strength can successfully utilize the
opportunites and overcome its weakness. These are given below:
These are all about the recommendation provided based on survey and my personal
experiences of internship in Janata Bank. By following these recommendations Janata
Bank would be able to build up a strong platform of satisfied customers.
References
1. http://www. janatabank-bd.com/
2. http://en.wikipedia.org/wiki/Janata_Bank
3. http://www.experien cefesti val.com/customer_service
4. Book Study from Marketing Management(Philip kotler),Eleventh Edition
APPENDIX
Reliability:
Ques.1. Does the Bank provide services within the time promised ?
Ques. 3. Does the Bank errors and mistakes correct its promptly ?
Responsiveness:
Assurance:
Ques. 2. Does the employees of Janata Bank understand your specific needs ?
Ques.3. Does the Janata Bank have your best interest at hearts ?
Tangibility
Ques.4. Does the Janata Bank modern equipment and technology that better
satisfy your needs ?
Ques.2. Is the quality of services high that are provided by the personnel ?
Ques.4. Does the Janata Bank give average bank services and facilities ?