[AN ASSESSMENT OF

CUSTOMER SATISFACTION OF
JANATA BANK]
 An Assessment of Customer Satisfaction of Janata Bank

INTERNSHIP REPORT

AN ASSESSMENT OF CUSTOMER SATISFACTION

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

Dr. Masudur Rahman

Associate Professor

Department of Marketing

University of Dhaka

Sub: Submission of internshi p Report.

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

MD. Rabbi Hasan

BBA Program, 13th Batch

Roll: 12, Sec-B

Department of Marketing

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.

I, of course, have same full responsibility for errors or fact or emphasis.

 Executive Summary

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

Chapter Title Page No

1 Introduction 9

1.1 Introduction of the Topic

1.2 Objectives of the Study

1.3 Scope of the Study

1.4 Methodology of the Study

1.4.1 Type of Research

1.4.2 Questonnaire Preparaton

1.4.3 Target Group

1.4.4 Sources of Information

1.1.5 Data Collection Instrument

1.1.6 Method and Size

1.4.7 Data Analysis and Findings

1.5 Limitation of the Report

2 Customer Service 16

2.1 Satsfacton

2.2 Customer Satisfaction

2.3 Need to Measure Customer Satisfacton

2.4 Benefit of Customer Satisfacton

2.5 What do Customer want

2.6 Customer Satisfaction Dimension

 2.7 Define Service Quality and Satsfacton

2.8 Service Quality Dimension

3 Overview of the Organizaton 25

3.1 Historical Background of Janata Bank

3.2 Nature of Business

3.3 Organizatonal Overview

3.4 Company Mission & Vision

3.5 Organizatonal Hierarchy

3.6 Business Challenges

3.7 Credit Rating

4 Bank Service Provided By Janata Bank Ltd. 33

4.1 Agency Service

4.2 Locker Service

4.3 Evening Banking Service

4.4 Financial Service

4.4.1 Import Finance

4.4.1 Export Finance

4.5 Merchant Banking Operation

4.6 Foreign Remitance

4.7 Remit ONE Money Transfer Management Solution

4.8 Future Plan

5 Customer Satisfaction and Level of Importance at Janata Bank 44

5.1 Reliability

5.2 Responsiveness

5.3 Assurance
 5.4 Care & Empthay

5.5 Tangibility

5.6 Some Other Analysis

5.7 Findings from observaton

5.8 Implication of Result

5.8.1 Divers of Satisfacton

5.8.2 Most important atributes of service

5.8.3 Satisfaction Towards the most important attributes

5.8.4 Most Satisfied aspects of Janata Bank service

5.8.5 Most dissatisfied aspects of Janata Bank service

5.9 SWOT Analysis

6 Conclusion & Recommendation 70

6.1 Conclusion

6.2 Recommendation

Reference

Appendix
 Chapter -1

Introduction
1.1 Introduction of the topic

1.2 Objective of the Study

The objectives of the study are mentioned as beneath:

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.

1.3 Scope of the study

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:

Customer Service and Satsfacton of Janata Bank Ltd.

Organizational Structure and Financial Service of Janata Bank Ltd.

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.

Exploratory research often relies on secondary research such as reviewing available

literature and/or data, or qualitatve approaches such as informal discussions with
consumers, employees, management or compettors, and more formal approaches through
in-depth interviews.

1.4.2 Questionnaire Preparation

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.

1.4.3 Target Group

Individual Customer’s of Janata Bank Ltd.

1.4.4 Sources of Information
1. Primary Data

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:

Face to face conversaton with the employees.

By interviewing customers of Janata Bank.

2. Secondary data

I have elaborated diferent types of secondary data in my research. Sources of secondary

informaton can be defined as follows:

Internal Sources

Prior research report

Group Business Principal manual
Banks Annual Report

External Sources

Different books and periodicals related to the banking sector

Internet
Newspapers
1.4.5 Data Collection Instruments
In-depth interview: During the exploratory research, Iconducted in-depth interviews with
employees and customers of Janata Bank Ltd.

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.

1.4.6 Method and Size

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

In this research phase I selected a group of 100 people

1.4.7 Data analysis and Findings

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.

Definition 2: Customer level of approval when comparing a product perceived performance

with his or her expectation. Also could refer to discharge, extnguishment, or retirement
of an obligation to the acceptance of the obligator, or fulfillment of a claim. While
satsfacton is sometmes equated with performance, it implies compensaton substitute
where as performance denotes doing what was actually promised.

2.2 Customer Satisfaction

Gaining high levels of customer satsfaction is very important to a business because
satisfacton customers are most likely to be loyal and to make repeat orders and to use a
wide range of services ofered by a business.

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.

Definition 1: Customer satisfacton is equivalent to making sure that product and

service performance meets customer expectations.

Definition 2: Customer satisfacton is the percepton of the customer that the

outcome of a business transacton is equal to or greater than his/her expectaton.
 Definition 3: Customer satisfacton occurs when acquisiton of products and/or
services provides a minimum negatve departure from expectatons when compared
with other acquisitions.

2.3 The Need to Measure Customer Satisfaction

The word "satsfied" itself had a number of diferent
meanings for respondents, which can be split into the broad themes of
contentment/happiness, relief, achieving aims, and achieving aims and happy
with
outcome and the fact that they did not encounter any hassle.

In the era of the globalization, management of the

companies is more concerned about Customer Satsfaction, which leads to
profitability. Satsfied customers are central to optmal performance and financial
returns. In many places in the world, business organizatons have been elevatng the
role of the customer to that of a key stakeholder over the past twenty years.
Customers are viewed as a group whose satsfacton with the enterprise must be
incorporated in strategic planning efforts. Forward-looking companies are finding
value in directly measuring and tracking customer satsfacton (CS) as an important
strategic success indicator. Evidence is mounting that placing a high priority on CS is
critcal to improved organizatonal performance in a global marketplace.

With beter understanding of customers' perceptons,

companies can determine the actions required to meet the customers' needs. They
can identfy their own strengths and weaknesses, where they stand in comparison to
their competitors, chart out path future progress and improvement. Customer
satisfacton measurement helps to promote an increased focus on customer
outcomes and stmulate improvements in the work practces and processes used
within the company.
2.4 Benefits of Customer Satisfaction

The importance of customer satsfacton and support is increasingly becoming a vital

business issue as organizaton realize the benefits of Customer Relatonship Management
(CRM) for providing effectve customer service. Professionals w o r k i n g w i t h i n
c u s t o m e r focused business or those running call centers or help desks, need to keep
informed about the latest customer satsfacton techniques for running a valuable
customer service function. From small customer service departments to large call centers,
the importance of developing a valued relatonship with customers using CRM is essental
to support customer and long-term business growth.

2.5 What Do Customers Want?

Before we begin to create tools to measure the level of satsfaction, it is important to
develop a clear understanding of what exactly the customer wants. We need to know
what our customers expect from the products and services we provide.
Customer expectatons have two types –

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

Level of product Knowledge with Sales staff

Timeliness and quality of response to customer queries on product.
Level of understanding of customer’s needs and unique perspectve.
Availability and quality of brochures, sales material.
Presentaton, communication and mannerism of sales person.
Project of honesty and trustworthiness.

Product Delivery Experience

Timeliness of product delivery

Sharing of status while work-in-progress
Quality and sophistcation of delivery/product pack
Behavior and mannerism of delivery staf.
Level of congruence between what was sold and what was delivered.

Product Experience

Level of product quality vis-à-vis expectaton.

Level of need fulfillment vis-à-vis expected

Product Servicing

Timeliness of product servicing

Quality of product servicing
Cost of product servicing
Mannerism and conduct of servicing staff

20
Relationship experience

Frequency and quality of contact

Knowledge of company products and customer opportunities
Conduct and Communication of relationship person.

Complaint resolution / Grievance Handling

Timeliness of complaint resolution

Quality of complaint resolution
Level of iterations tll the complaint was resolved.
Empathy of the customer servicing staff
Knowledge of customer servicing staff

Collection Experience

Communication quality and information for collection

Conduct and communication of collection staff
Channel and Ease of giving payments.

2.7 Defining Service Quality and Satisfaction

The two separate terms “satsfacton” and “quality” are dificult to define in general, and
press writers tend to use those terms interchangeably. However, the more precise meanings
and measurement of the two concepts were developed after a considerable
debate. Although these two consensuses share something in common, the fundamental
causes and outcomes difer from one another. While satsfaction is a wide and broad
concept in general, service quality has specific atributes of the service itself. As shown
below in Figure
1, service quality is a reflection of the customer’s perception of reliability, assurance,
responsiveness, empathy and tangibles. Whereas customer satsfacton is more inclusive
and perceived according to service quality, product quality, price, situatonal factors and
personal factors. (Zeithaml, Bitner & Gremler, 2009, 103.)
 Reliability Situational
Service Factors
Responsiveness Quality

Assurance

Empathy Product Customer

Quality Satisfaction Customer
Tangibles Loyalty

Personal
Price Factors

Figure: Service Quality and satisfaction

2.8 Service Quality Dimension (SERVQUAL)

The SERVQUAL model is a widely accepted model of determining and expressing the
customer satsfacton. It was first published in 1988 and has undergone improvements and
revisions since than. As it is east to understand and to identify the customer satsfacton
level this model is selected to use in the report. There are five major those entirely
represent the service quality. These are explained below:

Tangibility: Representing the Service Physically

Tangibility is defined as the appearance of physical facilites, equipment, personnel and

communications materials. Customers, partcularly new customers, use these physical
representatons or images to assess quality. Service companies can make good use of
tangible factors to improve their image, provide contnuity, and indicate quality to
customers, or even combine them with another element to create a service quality strategy.
(Zeithaml, Bitner & Gremler 2009, 115)
Reliability: Delivering on Promises

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: Being Willing to Help

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: Inspiring Trust and Confidence

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: Treating Customers as Individuals

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

Overview of the Organization

3.1 Historical Background:

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.

Janata Bank Limited is governed by a Board of Directors consistng of 13(thirteen) members

headed by a chairman. The Bank is headed by the Managing Director & Chief Executve
Oficer; Managing Director is assisted by Deputy Managing Directors and General Managers.
The bank has 7 Circle ofices, 30 Divisions in head ofice, 52 zonal offices and 867 branches
including 10 corporate and 40 AD( authorized dealer) branches. The corporate and AD
branches are authorized to deal in Foreign exchange business. The authorized capital of
the Bank is Tk. 800 crore.
3.2 Nature of business:

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:

Name of the company Janata Bank ltd.

chairman Khondokar bazlul haque,phd

Managing director Syed abu naser bukhtear ahmed, B.Sc,MBA
Company secretary MD. Ekramul Hakim

Legal status Public limited company

Date of incorporation 17 may 2007
Registered office 9d dilkusha commercial area, Dhaka-
1000.bangladesh.
Authorized capital Tk. 800 crore

Paid up capital Tk. 497 crore

Reserve and retained earning Tk. 420 crore

Number of employees 11443

Number of branch 867

Number of subsidiary 02

website www.janatab ank.org

email janata@ janatabank.org

3.4 Company Mission & Vision

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

Managing Director & CEO (Human Resource Division)

General Manager (Operation)

Deputy Managing Director (Loan Recovery)

Assist. Managing Director

(Principal Branch)

Senior Principal Officer

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.

Credit rating by CRISL particular Long Short

term term

Entity Rating as Government AAA ST-1

Guaranteed Bank
Entity Rating as Commercial A ST-2
Bank-2009
Outlook Stable
Date of rating declaration 06/09/2010
 Chapter -4

Services Provided by Janata Bank

4.1 Agency Services:
Janata Bank Limited, being a state owned Bank, has both commercial commitment to its
clients and societal commitment to the naton. Besides catering service to its clients at
nominal fees/charges the Bank has to provide a plethora of services, free of charges, in
respect of transferring money to diferent benevolent organizations and groups of
professionals in far flung areas through its branches in urban and rural areas all over
Bangladesh.

Here below are a few of such services Janata Bank Limited provides:

1. Collecton of Utility bills :

Telephone bills of T &T Authority without service charges

Grameen Phone bills of Grameen Phone Ltd. with service charge & other

charges

Electric bill of REB without service charges

Electric bills of DESA without service charges

Electric bill of PDB without service charges

Electric bill of DESCO without service charges

Bills of Railways without service charges

Gas bill of Titas Gas, T& D Co. ltd without service charges

Gas bill of Bakhrabad Gas Co. ltd without service charges

Bill of Oil-bill of Meghna Petrolium Co. Ltd.

2. Sale/encashment of Saving Certificates

3. Sale/Purchase of Prize bonds

4. Payment of Army/civil pension

5. Payment of non-government primary /secondary school/college /Madrasha teachers

benefit (government portion)

 6. Payment of Government primary school teachers salary

7. Payment of Honorarium to freedom fighters.

8. Payment of stpend for female students of secondary and higher secondary

institutons

9. Payment of Govt. allowances to Bayaska, Bidava and Dostho Mohila.

10. Payment of stpend to primary students

11. Payment of stpend to Shishu Kallyan Trust in urban areas.

12. Maintain of BADC disbursement account with 200 branches

13. Payment of Food Procurement bills.

4.2 Locker Service:

For safekeeping of customers' valuables like important documents and goods like jewelries
and gold ornaments, Janata Locker Service is available in most of the Branches in
urban areas.

Nature of Service Nature of Charges Rate of Charges

a) Yearly TK.900/= for small

size locker
b) Yearly TK.1200/= for
Custody of Locker / Safe Rent
medium size locker
c) Yearly TK.1800/= for big
size locker

4.3 Evening Banking Service:

"Evening Banking", a unique service of Janata Bank Limited, only for receiving Cash and
Documents beyond transacton hours till 6 o'clock in the evening, is available in about 207
important Branches of Janata Bank Limited. The service is atractive for those, like
shopkeepers, who accumulate cash as sales proceeds in the afternoon when counters of
Bank branches usually remain closed.
4.4 Financial Service:
The Bank ofers financing on easy terms to the following "Thrust Sectors":

Agro-based industries Computer Software & IT Electronics

Artificial flower Product Frozen food Export oriented non-

traditional agro product

Gift item leather goods Jute goods

Jewelry and Diamond Silk worm cultivation Stuffed toys (except RMG)

Textile industry Oil & Gas

4.4.1 Import Finance:

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.

Wheat Rice Suger

Milk Food Edible Oil Oil Seeds

Fruits Spices Raw Coton

Coton Yarn Textile Fabrics Pharmaceuticals R.M

Drugs & Medicine Chemicals Parts

Cement Motor Vehicle Electronic Component

Petrol, Oil & Lubricant (POL) Fertilizer Scrap Vessels

4.4.2 Export Finance
To boost up country's Export, Janata Bank Limited has been providing diferent kinds of assistance
and incentive to the exporters. Some of which are:

Pre-Shipment and Post-Shipment Finance.

Discount/Concession rate of interest for exports Finance.
Back-to-Back L/C facility under bonded Warehouse system.
Sight L/C under Export Development Fund (EDF).
Interest bearing and non-interest bearing Exporter's retention Quota A/C.
Export Incentive Program.

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.

Scope of Further Expansion:

Software and Data entry Dry & Dehydrated fish Toys and luggage

Fashion item Leather goods Stationery goods

Orchid Gift item Bamboo & wooden furniture

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:

Cost of account opening form :Tk. 25.00

Initial Documentaton Charge :Tk. 500.00
Brokerage Commission: 0.50% on the value of traded securities.

Interest on Margin Loan:

Interest Rate : 13.00% per annum Mode of charging interest : Quarterly

Service Charge

Portfolio Management : 1% per annum with a minimum

charge of Tk. 500.00
Mode of Service Charge : Quarterly
Financial/Portfolio
Statement Charge :Tk. 10.00 per statement
Terms & Conditons : Charges, fees etc. may change from
Time to time at the discretion of Janata Bank Limited.

4.6 Foreign Remittance:

Janata Bank Limited gives top priority in handling remitance from Bangladeshi Wage
Earners working abroad. We have made arrangement to ensure crediting the remited
amount to the beneficiary's A/C within 72 hours from the time our Back Ofice in Dhaka
receives Credit Advice.

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:

Your money will always be in foreign currency of your choice

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

No minimum balance requirement

Can be used at any Electro ways® enabled POS or ATM

Access to money anytme

Balance inquiry facility available via ATMs and POS

24 hour call centre assistance (coming soon)

SMS alerts every reload

Monthly statements via email (coming soon)

Easy process of replacement of lost card

Upon enrolment, the customer receives a Prepaid card from the banks which is working
with Remitance program (Like; Probashi). The customer can either give standing
instructons for transferring a fixed amount to his beneficiary’s card every pay cycle or use
the card to transfer remitances to his beneficiary as and when he wants. The transactions
made are detailed on monthly electronic or printed account statements.

4.7 Remit ONE Money Transfer Management Solutions (MTMS)

Janata Bank engaged Remit ONE to provide them with an end-to-end, web-based money
transfer management solution to address their business challenges.

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

5.0 Customer’s Importance & Level of Satisfaction:

Customers importance and level of satsfaction at Janata Bank shown briefly. The results are
produced according to the various service quality dimensions. Each dimension consists of its
own specific questions. The results of the survey are presented according to these
questions that were asked to the respondents with the help of a structured questionnaire.
The results of this study are as follows:

5.1 Reliability:
Aspects relating to reliability dimension of service quality were asked in 3 diferent
questons. These questons are as follows:

Q1: Provides services within the time

promised.

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.

Table 1: Provides services within the time promised.

Satisfaction Score Satisfaction Percentage (%)

5 2%

4 20%

3 60%

2 18%

1 0%

Provides services within t he time promised.

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.

Q2: Employees give appropriate solution to problems.

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.

Table 2: Employees give appropriate solution to

problems.

Satisfaction Score Satisfaction Percentage (%)

5 0%

4 15%

3 40%

2 45%

1 0%

Chart-2: Employees give appropriate soluton to problems.

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.

Table 3: Errors and mistakes correctly promptly.

Satisfaction Score Satisfaction Percentage (%)

5 5%

4 25%

3 40%

2 30%

1 0%

Chart-3: Errors and mistakes correctly promptly.

5.2 Responsiveness:

Three atributes were grouped in this dimension and the respondents were asked to express
their opinion. Results are various aspects are shown below:

Q1: Employee gives you prompt service.

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:

Table 4: Employee gives you prompt service.

Satisfaction Score Satisfaction Percentage (%)

5 2%

4 40%

3 30%

2 28%

1 0%

Chart-4: Employee gives you prompt service.

Q2: Employees are always willing to help.

A moderate importance was placed on this atribute of responsiveness dimension where

the satsfacton percentage is high. Employees are always willing to help but their resources
are limited so they can not give higher percentage of satsfaction. The majority of the
respondents are satisfied. 10% customers are highly satisfied, 45% customers are satsfied
with this statement, 25% customers are indiferent as well as 20% customers are negatve
with this statement. The results are as follows:

Table 5: Employees are always willing to help.

Satisfaction Score Satisfaction Percentage (%)

5 10%

4 40%

3 25%

2 20%

1 0%

Chart-5: Employees are always willing to help.

Q3: Employee always searches for solution.

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.

Table 6: Employee always searches for solution.

Satisfaction Score Satisfaction Percentage (%)

5 0%
4 35%
3 40%
2 20%

1 5%

Chart-6: Employee always searches for solution.

50
5.3 Assurance:

Aspects relatng to assurance dimension of service quality where asked three diferent
questons. The results are as follows:

Q1: Friendliness & Courtesy of the Employee

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.

Table 7: Friendliness & Courtesy of the

employees.

Satisfaction Score Satisfaction Percentage (%)

5 0%

4 32%

3 40%

2 25%

1 3%
 Chart-7: Friendliness & Courtesy of the employees.

Q2: You feel safe in your transactions with Janata Bank.

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:

Table 8: You feel safe in your transactons with Janata Bank.

Satisfaction Score Satisfaction Percentage (%)

5 25%

4 45%

3 30%

2 0%

1 0%

Chart-8: You feel safe in your transactions with Janata Bank.

5.4 Care & Empathy
3 atributes were grouped in the dimension and the respondents were asked to express
their opinions. Results of the various aspects are shown below.

Q1: 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. 20% customers are
satisfied, 42% customers are indiferent, 30% customers are disagreeing with this statement
and 8% customers are highly disagreeing with this statement.

Table 9: Janata Bank gives atention to every individual

Satisfaction Score Satisfaction Percentage (%)

5 0%

4 20%

3 42%

2 30%

1 8%
 Chart-9: Janata Bank gives atention to every individual

Q2: Employees of Janata Bank understands your specific needs

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.

Table 10: Employees of Janata Bank understands your specific needs

Satisfaction Score Satisfaction Percentage (%)

5 0%

4 25%

3 55%

2 20%

1 0%

Chart-10: Employees of Janata Bank understands your specific needs

Q3: Janata Bank has your best interest at hearts

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.

Table 11: Janata Bank has your best interest at hearts

Satisfaction Score Satisfaction Percentage (%)

5 0%

4 32%

3 48%

2 15%

1 5%

Chart-11: Janata Bank has your best interest at hearts

5.5 Tangibles
4 questons relating to the tangible dimension were asked to the respondents. These
questons covered various tangible aspects of the services provided by Janata Bank.
The results are shown below:

Q1: Janata Bank has visually appealing facilities

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.

Table 12: Janata Bank has visually appealing facilities

Satisfaction Score Satisfaction Percentage (%)

5 0%

4 25%

3 45%

2 22%

1 8%
 Chart-12: Janata Bank has visually appealing facilities

Q2: Janata Bank has convenient hours of operation

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:

Table 13: Janata Bank has convenient hours of operaton

Satisfaction Score Satisfaction Percentage (%)

5 0%

4 44%

3 30%

2 26%

1 0%

Chart-13: Janata Bank has convenient hours of operaton

Q3: Statements are easily understood, reliable and accurate

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.

Table 14: Statements are easily understood, reliable and accurate

Satisfaction Score Satisfaction Percentage (%)

5 10%

4 55%

3 15%

2 8%

1 2%

Chart-14: Statements are easily understood, reliable and accurate

Q4: Janata Bank has modern equipment and technology that better satisfy your needs

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

Satisfaction Score Satisfaction Percentage (%)

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:

Q1: Janata Bank has strong brand name and reputation

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

Satisfaction Score Satisfaction Percentage (%)

5 0%

4 28%

3 52%

2 20%

1 0%

60
 Chart-16: Janata Bank has strong brand name and reputaton

Q2: Janata Bank has suficient ATM booths

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.

Table 17: Janata Bank has suficient ATM booths

Satisfaction Score Satisfaction Percentage (%)

5 0%

4 15%

3 25%

2 35%

1 25%
 Chart- 17: Janata Bank has sufficient ATM booths

Q3: Janata Bank has suitable branch location

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.

Table 18: Janata Bank has suitable branch location

Satisfaction Score Satisfaction Percentage (%)

5 25%

4 45%

3 20%

2 10%

1 0%
 Chart- 18: Janata Bank has suitable branch location

Q4: Janata Bank gives average bank service and facilities

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

Satisfaction Score Satisfaction Percentage (%)

5 15%

4 42%

3 28%

2 20%

1 0%
 Chart- 19: Janata Bank gives average bank service and facilities

5.7 Findings from the observation

Besides the formal questonnaire survey I have found out some important facts. Those facts
were revealed from the observaton during the three months of period. Such facts reflex the
customer’s expectation regarding the service provided by the bank. Such facts are as
follows:

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

Janata Bank does not give individual atention to the customer

 The customers have to pay charge to get second copy of bank statement. If it is for
last six months then the bank provides it instantly, but they seek for more than six
months, statements are delivered on after two or three days.

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.

5.8 Implication of Result

5.8.1 Divers of Satisfaction
If banks are to improve their satisfacton loyalty ratngs and diferentate themselves from
the compettion, they need to understand what really drives satisfacton and loyalty. they
also need to know which areas have the greatest room for improvement. There is litle point
in intervening resources on areas that are important but are performing well, or in areas
that there is much room for improvement but they are not important in driving satsfacton
and loyalty. Thus Janata Bank managers need to know what levers to push to increase these
measures of success.

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.

5.8.2 Most important atributes of the service

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.

5.8.3 Satisfaction towards the most important atributes:

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:

Promptness of error correcton

Locaton of the branches
Professionalism of the employees
Reliability and accuracy of the statements

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.

5.8.4 Most Satisfied Aspects of Janata Bank Service

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:

Safety with Janata Bank

Reliability and Accuracy of statement
Cleanliness of the premises
Friendliness and courtesy of employees
Locaton of the branch
Professionalism of the employees

So these were the atributes that resemble strength of service provided by Janata Bank
services, which were ranked as satsfactory by the respondents.

5.8.5 Most Dissatisfied Aspects of Janata Bank Service

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:

ATM booth service

willingness to help
Janata Bank has best interest of the customer
Searching for solution
Clarity of the statements
5.9 SWOT Analysis

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:

Large number of customers

Locaton of the branches

Professionalism of the employees

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.

Slow decision making due to large hierarchy

Solution searching tendency of employees

Locaton of the ATM’s

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:

Reliability of the statement

Fees and service charges

Locaton of the branch

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:

Locaton of the ATM’s

Technology of bank

phone banking service

neatness of employees

Friendliness of employees
 Chapter -6

Conclusion & Recommendation

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:

Use of Marketng Research

Focus on relationship strategic
Clarity of the statements
Available the ATM booths
Reconsider interest rate and savings

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.2. Do the employees give appropriate solution to problems ?

Ques. 3. Does the Bank errors and mistakes correct its promptly ?

Responsiveness:

Ques. 1. Does the employee give you prompt services?

Ques.2. Are employees always willing to help?

Ques.3. Does the employee always search for soluton?

Assurance:

Ques.1. How is the friendliness & courtesy of the employees ?

Ques.2. Do you feel safe in your transactons with Janata Bank ?

Care & Empathy:

Ques.1. Does the Janata Bank give attention to every individual ?

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.1. Does the Janata Bank have visually appealing facilites ?

Ques.2. Does the Janata Bank have convenient hours of operation ?

Ques.3. Are the statement easily understood, reliable and accurate?

Ques.4. Does the Janata Bank modern equipment and technology that better
satisfy your needs ?

Some other Analysis

Ques.1. Does the Janata Bank have strong brand name & reputation ?

Ques.2. Is the quality of services high that are provided by the personnel ?

Ques.3. Does the Janata Bank have suitable branch location?

Ques.4. Does the Janata Bank give average bank services and facilities ?