Final

Chapter: One
Introduction
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Chapter: One
Introduction
1.1 Introduction
Bank is playing a significant role in the age of modern civilization to keep the economic
development moving. The activities of the bank are needed in every economic activity. In fact
there is hardly any aspect of development activity where bank do not have role to play. A
banking system is a group or network of institutions that provide financial services for us. It
gives me immeasurable joy that during internship period, as part of the BBA program, I have the
opportunity of passing a period of three months with a renowned organization where I noticed,
executed and learned the banking practices. I am very grateful that Janata Bnak Ltd. (JB) gave
me that favor to work as an intern. JB is one of the largest banks in Bangladesh and has a
countrywide branch connection through which they provide an extensive banking service to their
customer. Customer’s gratification is the top most priority of the bank. Bank has mentioned in
their object that customer’s expectancy will be visible through creative financial product and
services. As an intern of Janata Bank Limited, I am preparing a report titled “Customer
Satisfaction in Janata Bank Limited”. An Internship Report, involved various rules and
regulations, policies and procedures related to different banking actions have also been
considered here.
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1.2 Origin of Banking Industry
The history of banking began with the first prototype banks which were the merchants of the
world, who made grain loans to farmers and traders who carried goods between cities. This was
around 2000 BC in Assyria, India and Sumerian. Later, in ancient Greece and during the Roman
Empire, lenders based in temples made loans, while accepting deposits and performing
the change of money. Archaeology from this period in ancient China and India also shows
evidence of money lending.
Many histories position the crucial historical development of a banking system to medieval and
Renaissance Italy and particularly the affluent cities of Florence, Venice and Genoa.
The Bardi and Peruzzi Families dominated banking in 14th century Florence, establishing
branches in many other parts of Europe. The most famous Italian bank was the Medici bank,
established by Giovanni Medici in 1397. The oldest bank still in existence is Banca Monte dei
Paschi di Siena, headquartered in Siena, Italy, which has been operating continuously since
1472.[3]
Development of banking spread from northern Italy throughout the Holy Roman Empire, and in
the 15th and 16th century to northern Europe. This was followed by a number of important
innovations that took place in Amsterdam during the Dutch Republic in the 17th century, and in
London since the 18th century. During the 20th century, developments in telecommunications
and computing caused major changes to banks' operations and let banks dramatically increase in
size and geographic spread. The financial crisis of 2007–2008 caused many bank failures,
including some of the world's largest banks, and provoked much debate about bank regulation.
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1.3 Objectives of the Study
 To achieve the practical knowledge that will be helpful for future life.
 To apply theoretical knowledge in the practical field.
 To have exposure to the functions of general banking section.
 To observe the working environment in commercial banks.
1.4 Methodology of the Study
This report is based on qualitative type of study. The methodology of this report is totally
different from conventional reports. This report basically emphasizes on the practical
observation. Almost the entire report has been conducted based on practical observation and
short survey.
Primary sources of data
 Face to face conversation with the bank employees and staffs.

 Informal conversation with consumers.
 Practical work exposures from the different desks of the departments of the Branch
Secondary sources of data
 Annual report of Janata Bank Limited (JB)

 Different manuals of Janata Bank Limited(JB)
 Different circulars of Janata Bank Limited(JB)
1.5 Scope of the Study

The scope of this paper is limited to the organizational structure, background, and objectives,
functions of Janata Bank Limited as a whole. The scope is also limited to different investment
schemes, modes, mechanism, investment proposal appraisal procedures, monitoring and
documentation of bank.
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1.6 Limitations of the Study
Limitations are obvious in any study so do here. Since this is an internship report, the limitations
regarding the internship program have acted as the limitations of the study. Among others the
main limitations are:
 This internship report has been conducted within three month which was short
period of time
 Only Rajanigandha Super Market branch of the bank has been considered for the
report it might lack information
 The time frame was short and the whole study was conducted by one person there
I may be chance of having error in any stage of data collection, data entry, data
organizing, data sorting, data testing, data presentation, interpretation of result,
etc.
 They had to go to almost every Department of Janata Bank Limited as part of the
internship program. There is a very short span of time to get in depth knowledge
about a massive organization like Janata Bank Limited.
 Officials of Janata Bank Limited maintain a very busy schedule. So they were not
always able to provide enough time to enlighten the internee students every time,
even if they had the intention to do so.
 The area covered by the report “Service Evaluation of “Janata Bank Limited”
concerns a huge number of activities and it is very difficult to sketch a total
picture of the financial activities in a report of this scale. In spite of all these
limitations we have tried to put in our efforts as far as possible.
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CHAPTER 2
AN OVERVIEW OF JANATA BANK LIMITED
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Chapter 2
An Overview of JANATA Bank Limited
2.1 Background of Janata Bank Limited

JANATA BANK LIMITED is one of the largest commercial bank operating its services in
Bangladesh. After Sonali Bank Limited, Janata Bank Limited is the largest state owned bank of
Bangladesh. This Bank has started its journey on March, 1972 by the nationalization gazette of
Bangladesh Bank. Janata Bank Limited was formed taking over two Pakistani Banks named
Union Bank Limited and United Bank Limited. This bank started its operations in branches and
offices and those two banks. In 15th November, 2007 Janata Bank became public limited
company by registering with the joint stocks. Janata Bank has its head quarter in Motijheel C/A.
Currently it has 904 branches among those 444 are situated in rural area, 456 are in urban area
and 4 branches are situated in United Arab Emirates. It has 10 divisional head offices. Currently
Janata Bank Ltd. has 16,000 employees. Mr. Md. Abdus Salam is currently assigned as CEO and
Managing Director of Janata Bank Limited. Along with Mr. Md. Abdus Salam, Janata Bank
Limted has 4 more deputy managing directors. By 31-12- 2014 Janata Bank Limited had Tk.
30,000 Millions of Authorized Capital and Tk. 19,140 Millions of paid up capital. It is linked
1239 foreign correspondents all over the world. Generally by the word “Bank” we can easily
understand that the financial institution deals with money. But there are different types of banks
such as: Central Bank, Commercial Banks, Savings Banks, Investment Banks, Industrial Banks,
and Cooperative Banks etc. But when we use the term “Bank” without any prefix or
qualification, it refers to the ‘Commercial Banks’. Janata Bank Limited is a one kind of
commercial bank in our country. It is head office in Dhaka; the bank started its operations within
an initial authorized capital of TK 50 million and paid up capital of TK 10.5 million. Now it has
an authorized capital of Tk. 20000 million, paid up capital of Tk. 19140.00 million, reserve of
Tk.17976.20 million. The Bank has a total asset of Tk. 586082.98 million as on 31st December
2013.Janata Bank has a large participation in foreign exchange business in overseas remittance.
Janata Bank Limited has been awarded 2013 Performance Excellence Award by Citi Bank N.A.
and Asian Banking and Finance Wholesales 2013 and Retail Banking 2013.
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2.2 Vision of Janata Bank Limited
To become the effective largest commercial bank in Bangladesh to support socio-economic

development of the country and to be a leading bank in South Asia
2.3 Mission of Janata Bank Limited

Janata Bank Limited will be an effective commercial bank by maintaining a stable growth
strategy, delivering high quality financial products, providing excellent customer service through
an experienced management team and ensuring good corporate governance in every step of
banking network.
2.4 Values of Janata Bank Limited

For Customers: To become most caring bank by providing the most courteous &
efficient service in every area of our bোোোলব ুীািিে পোো5usiness.
For Employees: By providing the well-being of the members of the staff.

For Shareholders: By ensuring fair return on their investment through generating stable profit.
2.5 Corporate Profile

Name of Company: Janata Bank Limited
Registered Office Janata Bhaban 110, Motijheel C/A Dhaka-1000
Bangladesh.
Legal Status: Public Limited Company
Date of Incorporation: 21 May 2007
Date of Commencement of Business: 21 May 2007
Authorized Capital: Tk. 30,000 Million
Paid up Capital: Tk. 19,140 Million
Face value per share: Tk. 100 per share
Shareholding Pattern: 100% Share owned by the Government of the

Peoples Republic of Bangladesh
Tax Identification No. : 001-200-2732
Vat Registration No. : 9011050160
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Chairman: Luna Shamsuddoha
CEO & Managing Director: Md. Abdus Salam Azad FF
Chief Risk Officer: Mohammad Fakrul Alam (DMD)
Head of Internal Control and Compliance: Md. Ismail Hossain (DMD)
Chief Financial Officer (CFO) : Md. Nurul Alam FCMA, FCA (GM)
Company Secretary : Hossain Yeahyea Chowdhury (GM)
Total Number of Branch : 912 Domestic
Network Number of Branch : 908
Number of Divisional office : 12
Number of Area Office : 50
Number of AD Branch : 56
Overseas Network Number of Branch : 04
Location : Abudhabi, Dubai, Al-Ain and Sarjah. UAE
Chief Executive Office Obeid Sayah Al – Mansuri Building Zayed 1st

Street (Electra Road), Post Box No 2630 Abu
Dhabi, United Arab Emirates
Subsidiaries
Janata Capital and Investment Ltd : Dhaka, Bangladesh
Janata Exchange Company srl. : Rome & Milan, Italy
Janata Exchange Company, USA New York, United States of America (USA)
Relationship Management Application : 598
Number of Employees : 12391
Number of Exchange House : 77
Corporate Rating Status Entity Rating : A + in the long term ST-2 in the short term
As govt. owned Bank : AAA in the long term : ST-1 in the short term
Telex : 675840JBDBJ, 671288 JBHOBJ
Phone P ABX : 9560000, 9566020, 9556245-49, 9565041-45,
9560027-30
Fax : 88-02-9564644, 9560869
E-mail : md@janatabank-bd.com
Website : Www. Janatabank-bd.com, jb.com.bd
Swift Code : JANBBDDH
2.6 Business operation and strategy of Janata Bank Limited
2.6.1 Business focus of Janata Bank Limited

The main business activities of the Janata Bank Limited are banking and related businesses under
the Bank Companies Act-1991. The core business activities that Janata Bank performs those are
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includes accepting deposits and granting different types of advances and loans. Most of those
loans and advances are made out of its deposits and profits that earns by creating value from gap
between interests earn on loans and interest paid on deposits. The Bank collects deposits through
deposit mobilization strategy comprising various deposit products under conventional banking.
The Bank has been able to develop state-of-the-art IT platform and online banking systems
facilitating any branch banking, SMS banking, internet banking, any time banking for 24 hours
away and 7 days a week through ATM (Janata Bank Limited, 2015).
2.6.2 Client as Partner Janata Bank Limited

Janata Bank Limited is customer focused and they consider it as the customers’ right to
get modern, online and full range of banking services at an affordable price at anytime and
anywhere. So it considers client as their partner of business.
2.6.3 Corporate Branding

Janata Bank Limited is more focused on their corporate branding and for that they
work rigorously to enhance the brand image among public and other groups. For that they
involve indifferent corporate social activities and also provide financial benefit to
freedom fighters and students. Moreover, they involve in different festivals like sports,
Debate competitions program and others. Janata Bank Limited also establishes their brand
image by developing low charge frothier services. They advertise their product and services in
the print electronic media and sponsor social activities to establish their brand image.
2.6.4 Regulatory and Compliance Management

The Bank’s dealings with clients are guided by principle of fair dealings, honesty and
integrity. The personal conduct of the staff is driven by high ethical standards. Internal Auditors
are entrusted with responsibility to ensure that rules and policies relating to all issues are in
place.
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2.7 Services of Janata Bank Limited
Janata Bank provides all sort of commercial banking services to its customers. The main services
provided by JBL are:
1. Retail Banking: Retail services are normal saving accounts with different schemes such as
short term deposit, long term deposit, fixed deposit etc.
2. Credit Banking: Credit banking means the facilities of loan provided by banks. Janata Bank
provides its clients credits based on their term and condition. These credits are agricultural loan,
educational loan, house loan, car loan etc.
3. Rural Banking: Janata Bank Limited provides loans to the rural people how are unemployed
or has no money to do any business or agricultural works. They provide very little amount of
money at first to those people and increase the amount of credit based on the performance done
by the creditor.
4. Micro Enterprise Credit: This is one kind of business loan provided by Janata Bank. They
provide loans to the entrepreneurs for starting business. However this service is not provided by
all branches of JBL and this service not for all the entrepreneurs. There are different terms and
conditions.
5. International Banking: Janata Bank has 4 branches in UAE and has 1198 correspondent
banks around the world. They provide loans in import and export trades. They also provide LC
services.
6. Foreign Remittance & NRB Services: Janata Bank Ltd. provides the foreign remittance
services. It helps the Bengalis who are working outside Bangladesh to send their money in
Bangladesh.
7. Bill Collection: Every Janata Bank Ltd branch has bill booths to collected different kinds of
bills from the users such as electric bill, gas bill, water bill, telephone bill and also school fees.
8. Online Services: Currently Janata Bank Ltd is also providing online banking services to its
customers. Though only few branches of Janata Bank Ltd has these service facilities. Yet most of
the branches don not have online service.
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9. Consumer Credit Scheme: Janata Bank Ltd Consumer Credit Scheme gives clients a great
opportunity to buy household and office items on easy installments. This scheme gives clients
the advantage of part payment to cope with the high price tags of many necessary home and
office appliances. Television, Refrigerator, VCR, Personal Computer, Photocopier, Washing
Machine, Furniture, Microwave Oven, Car, and a number of other expensive items are now
within their buying range.
10. Special Deposit Scheme: Under this scheme, customers can deposit money for a term of 5
years. The deposited money is fully refundable at the expiry of the term. At the same time,
during the term period they can enjoy a monthly profit corresponding to their deposited amount.
As for instance, under this scheme a deposit of Tk, 55,000/- gives a monthly income of Tk.500
11. Monthly Savings Scheme: This scheme is specially designed for the benefit of the limited
income group members. This helps to accumulate small monthly savings into a significant sum
at the end of the term. So, after the expiry of the term period the depositor will have a substantial
amount to appreciate on. A monthly deposit of Tk.500/- or Tk.1000/- for 5 or 8 years period
earns in the end. Tk37, 896 /- or Tk.75, 791/- respectively
12. Credit Card: Credit card is the newest concept in our country. In our country Credit card
was first introduced by the Janata Bank Ltd. ltd. Master card and VISA card are name of popular
credit card band. Credit card is safe, instant and universal money. Janata Bank Ltd. ltd issued two
types of credit card, which is as follows: -
Local master and visa card
Local master and visa card are two types, such as “gold card” and “silver card”.
Gold card limit is 50000 taka to 1000000 taka
Silver card limit is 10000 taka to 45000 taka
International master and visa card
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It has also two types, such as gold card and silver card.
 For international purpose gold card limit is $ 4000 above

 For international purpose silver card limit is $ 2000 blow $4000
13. ATM Service: Janata Bank Ltd also provides ATM services to its customers. Janata Bank
was the 1st among all state owned banks to start ATM Booth service. 174 branches out of 904
have ATM services. JBL ATM card give opportunity to their customer that they can withdraw
their money at any time, any days even holidays. By using ATM subscriber can give various
utility bill such as telephone, gas, electricity bills etc. Actually ATM card is a debit card. Janata
Bank Ltd. has introduced ATM service to its Customers.
14. Janata Bank Ltd Power Card: It is a prepaid card. No need of any account of JBL branch.
Application forms are available at any JBL branch and card center. No annual fee for the first
year. Renewal fee Tk 200.00 only. Local card limit 1000at minimum or its multiple.
International card limit is -US$ 500.00 at minimum. Refill through any JBL branch. Drawing
cash from JBL ATMs free of charge & from ATMs under Q-Cash network-Tk 10.00 per
transaction from other ATM-Tk 100.00.
15. Western Union Money Transfer: Joining with the world's largest money transfer service
"Western Union", JBL has introduced Bangladesh to the faster track of money remittance. Now
money transfer between Bangladesh and any other part of the globe is safer and faster than ever
before. This simple transfer system, being on line eliminates the complex process and makes it
easy and convenient for both the sender and the receiver. Through JBL - Western Union Money
Transfer Service, your money will reach its destination within a few minutes.
16. Saving Insurance Scheme: This scheme is the first of its kind in Bangladesh. It combines
the benefits of regular savings and insurance scheme; so, you get the usual rate of interest on the
deposited amount while you enjoy the protection of a comprehensive insurance coverage. Under
this scheme, the beneficiary get equal the deposit in case of natural death of the account holder
whereas in the event of accidental death of the account holder the beneficiary will receive twice
the deposit.
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17. Operational Network Organ gram: Like every other business organization, the foremost
duty of the top management is to makes all the major decisions of Janata Bank. The management
consists of one chairman, eleven directors, one CEO & MD and one company secretary. Mid and
lower level employees get the direction and instruction from the Board of Directors about the
tasks they have to meet. The chief executive provides the guideline to the managers and
employees, but bears the responsibility for determining how tasks and goals are to be attained.
 Vision for the future
Build up deep-rooted and harmonious banker-customer relationships by dispensing prompt and

improved services to the clients.
 Developing a vibrant capital market by ensuring more effective participation of the Bank
in the share market.
 Make best use of latest technologies for giving the clients a taste of modern banking so as
to encourage them to continue and feel proud of banking with JBL.
 Upgrade and diversify of banking service to provide maximum satisfaction to the
respected clients.
 Respond to the need of the time by participating in syndicated large loans financing,
thereby expanding the area of investment of the Bank.
 More facilities will be provided to the exporters on the basis of export and facilities
performances.
 To take the competitive position charge, decrease commission and other facilities will
continue to complete the journey
To gain confidence of all quarters involved in the economic development of the country
through pursuance of a policy of continuous adjustment and coordination of the Bank’s
external trade programmers with the dynamism inherent in the international trade and
payments system.
18. Janata Bank Ltd Corporate Social Responsibilities: In recent times, CSR is receiving
increasing attention in the business world, government policies, industry events, advertising
space, and other arenas in these parts of the world. Although the concept of CSR may have been
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formally introduced through to the financial sector of Bangladesh in 2008, chiefly by Bangladesh
bank however, in similar approach, the local banking community has been involved in
benevolent activities. JBL, which has remain a responsible member of the society seems its
journey that begun 42 years back, has indeed duly played its societal role of business. JBL,
however, feeling the need to carry out its social responsibilities in a more organized way and
eventually became the vehicle for specific program oriented CSR activities of the bank.
JBL conducts it CSR in 2 ways- policy driven and through direct participation in specific
programs. However, JBL intends to adopt CSR practices, more in the formal and structured
manner in light of the Bangladesh bank guidelines for mainstreaming CSR practices in the
financial sector. Future efforts of the bank in respect of CSR will include more involvement of
its stakeholders in terms of their expectations and needs in order to incorporate more responsible
business practices in all of bank’s functions and operations with a goal to fulfill social,
economic, environmental, and ethical responsibilities of the bank.
Total involvement for CSR activities stood at tk. 1.77 crore at the end of the year 2013. JBL
channelized this CSR outlay in diverse areas judging from need and importance it attaches to the
bank’s perspectives.
JBL believes that CSR is first and foremost a commitment to contribute to the society for
improving the quality of lives of its people, particularly for that segment of the people who are
under privileged and less fortunate in terms of basic needs such as food, health, education,
housing etc and also alongside to remain a sincere benefactor of the country’s rich heritage of
arts, culture and sports. Besides addressing the basic social needs of the country, JBL also
believes that CSR can be a genuine platform to address growing environmental concerns, more
even when Bangladesh is likely to be the most affected country in the world due to climate
change caused from the irresponsible and unrestricted carbon emissions by the western
developed nations.
JBL has always tried to respond to the changing needs of the society and stood besides the
affected one’s in times of crisis of the world, be it a natural disaster or tragedies taking place
through immortal act of man. In the past, JBL participated in disaster relief operations for the
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landslide victims in Chittagong, SIDR affected people of the coastal areas and for the flood
affected people across the country.
Some CSR activities of JBL are given in the followings:
 Standing beside the families affected by BDR tragedy.
 Warm clothes/blanket distribution to the affected underprivileged and destitute people.
 Donation to Bangladesh Organization for Disabled Advancement (BODA).
 Support to Cancer Care Center.
 Caring for the Environment
 Health and Safety of employees.
2.8 Statement of Forward Looking Approach

Janata Bank Limited’s forward looking statements comprehend management views and advance
thinking based on the hypothesis of business condition, future expectation etc. where economic
scenario of the country and sustainability are subject to some known & unknown risk. As a result
concrete performance or results may be adverse or materially different from original plan due to
a variety of factors including those without limitation to the followings:
• Variations in fiscal, monetary and trade policies;
• Variations in national economic and financial conditions;
• Modifications in regulatory guidelines and government policy issues;
• Alterations in accounting standards;
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• Changes in corporate tax structure;
• Modifications in legislation and regulation of VAT on banking services;
• Revisions in interest rates, tax rates and commodity prices;
• Refinement in confidence and behavior of customers;
• Instability in capital markets;
• Volatility of interest rate and money market;
• Changes in socio-economic condition arise from natural calamity and political disturbance;
• Global embargo/unrest in various countries affecting flow of remittances and trade;
• Changes in market structure and increases of business competitor;
• Adverse impact of inflationary pressure;
• Increase of provision requirement;
• Unforeseen natural disasters;
• Directives to reduce the lending rates to finance essential commodities.
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Chapter: Three
Customer Satisfaction
Chapter: Three
Customer Satisfaction
3.0 Customer Service
Customer Service is the set of behavior that a business undertakes during its interaction
with its customers. It can also refer to a specific person or desk which is set up to provide
general assistance to customers.
3.1 Satisfaction
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Satisfaction means the contentment one feels when one has fulfilled a desire, need or
expectations. Customer level of approval when comparing a product perceived performance
with his or her expectation. Also could refer to discharge, extinguishment, or retirement of
an obligation to the acceptance of the obligator, or fulfillment of a claim. While satisfaction
is sometimes equated with performance, it implies compensation substitute whereas
performance denotes doing what was actually promised.
3.2 Customer Satisfaction
Gaining high levels of customer satisfaction is very important to a business because

satisfaction customers are most likely to be loyal and to make repeat orders and to use a
wide range of services offered 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.
 Customer satisfaction is equivalent to making sure that product and Service

performance meets customer expectations.
 Customer satisfaction is the perception of the customer that the outcome of a business
transaction is equal to or greater than his/her expectation.
 Customer satisfaction occurs when acquisition of products and/or services provides a
minimum negative departure from expectations when compared with other
acquisitions.
3.3 The Need to Measure Customer Satisfaction

 The word "satisfied" itself had a number of different 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 Satisfaction, which leads to profitability. Satisfied customers are central to
optimal performance and financial returns. In many places in the world, business
organizations have been elevating the role of the customer to that of a key
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stakeholder over the past twenty years. Customers are viewed as a group whose
satisfaction with the enterprise must be incorporated in strategic planning efforts.
Forward-looking companies are finding value in directly measuring and tracking
customer satisfaction (CS) as an important strategic success indicator. Evidence is
mounting that placing a high priority on CS is Critical to improved organizational
performance in a global marketplace.
 With better understanding of customers' perceptions, companies can determine the
actions required to meet the customers' needs. They can identify their own strengths
and weaknesses, where they stand in comparison to their competitors, chart out path
future progress and improvement. Customer satisfaction measurement helps to
promote an increased focus on customer outcomes and stimulate improvements
in the work practices and processes used within the company.
3.4 Benefits of Customer Satisfaction

The importance of customer satisfaction and support is increasingly becoming a vital
business issue as organization realize the benefits of Customer Relationship Management
(CRM) for providing effective customer service. Professionals w o r k i n g w ithin
c u s t o m e r focused business or those running call centers or help desks, need to keep
informed about the customer satisfaction techniques for running a valuable customer service
function. From small customer service departments to large call centers, the importance of
developing a valued relationship with customers using CRM is essential to support customer
and long-term business growth.
3.5 What Do Customers Want?
Before we begin to create tools to measure the level of satisfaction, 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 expectations have two types –
Expressed: Customer Expectations are those requirements that are written down on the
contract and agreed upon by both parties for example, product specifications and delivery
requirements. .
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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 representative 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 overtime. Process
improvements, advent o f n e w technology, changes in customer’s priorities, improved quality
of service provided by competitors are just a few examples
3.6 Customer Satisfaction Dimension
Customer Satisfaction 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 perspective.
 Availability and quality of brochures, sales material.
 Presentation, communication and mannerism of sales person.
Product Delivery Experience
 Timeliness of product delivery

 Sharing of status while work-in-progress
 Quality and sophistication of delivery/product pack
 Behavior and mannerism of delivery staff.
 Level of congruence between what was sold and what was delivered.
Product Experience
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 Level of product quality vis-à-vis expectation.
 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
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 till 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.
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3.7 Defining Service Quality and Satisfaction
The two separate terms “satisfaction” and “quality” are difficult 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 differ
from one another. While satisfaction is a wide and broad concept in general, service quality has
specific attributes 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 satisfaction is more inclusive and
perceived according to service quality, product quality, price, situational factors and personal
factors
Figure: Service Quality and satisfaction
3.8 Service Quality Dimension (SERVQUAL)

The SERVQUAL model is a widely accepted model of determining and expressing the
customer satisfaction. It was first published in 1988 and has undergone improvements and
revisions since then. As it is easy to understand and to identify the customer satisfaction level
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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 facilities, equipment, personnel and

communications materials. Customers, particularly new customers, use these physical
representations or images to assess quality. Service companies can make good use of
tangible factors to improve their image, provide continuity, 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,
questions, 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
24
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 attribute demands customization service process. Aspects like individual attention,
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 different 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
different 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.)
25
Chapter 4
DATA ANALYSIS
26
Chapter 4
DATA ANALYSIS
4.1 Data Analysis

Questionnaire was made to understand the satisfaction level of the customers of JBL. This
survey was conducted in September, 2019 in the Rajnighandha Super Market Branch of JBL
where 50 customers of this bank responded in this season.
With the help of MS Word’s tables & Charts the data are analyzed and interpreted. Some
diagrams and tables were used in this report for analyzing the collected data to explain certain
concepts and findings more clearly. Here is that:
27
 The best or at least very good environment.
strongly agree 24%

Agree 34%
Neutral 24%
disagree 16%
strongly disagree 2%
Table 1: Response from Q1
JBL has the best or at least very good environment

40%
35%
34%
30%
25%
24% 24%
20%
15% 16%
10%
5%
0% 2%
Strongly Agree Agree Neutral Disagree Strongly Disagree
Figure 1: Q1 response percentage
Interpretation: From the above table and chart we can say that only 24% respondent strongly
agreed to this fact and 34% somewhat agreed. Meanwhile the number of respondent who
strongly disagreed to this fact is 2%. Here 16% respondent said they somewhat disagree to this
point and 24% respondent kept themselves in neutral side.
 Office staffs and employees are very much helpful to customers.

28
Strongly Agree 14%
Agree 40%
Neutral 36%
Disagree 6%
Strongly Disagree 4%
Table 2: Responses from Q2
o ffi c e s t a ff s a n d e m p l o y e e s a r e v e r y m u c h h e l p f u l t o c u s t o m e r
45%
40%
40%
35% 36%
30%
25%
20%
15%
14%
10%
5% 6%
4%
0%
 Employees maintain good relationship
Strongly Agree 14%

Agree 42%
29
Neutral 32%
Disagree 10%
Its employees maintain good relationship with customers.

45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
 Provides better service than other state owned banks in Bangladesh.
30
Strongly Agree 14%
Agree 40%
Neutral 22%
Disagree 18%
JBL provides better service than other state owned banks in Bangladesh
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
Table 4: response percentage
Figure 4: Q4 Response chart
 Online services provided by Janata Bank Limited are up to the mark.
31
Strongly Agree 6%
Agree 14%
Neutral 26%
Disagree 24%
Online serivce provided by JBL are up to the mark

35%
30%
25%
20%
15%
10%
5%
0%
 Service charge is competitively low.
32
Strongly Agree 36%
Agree 36%
Neutral 22%
Disagree 6%
The service charge is completely low

40%
35%
30%
25%
20%
15%
10%
5%
0%
 It offers one of the best deposit schemes for people.
33
Strongly Agree 16%
Agree 28%
Neutral 28%
Disagree 24%
It offers one of the best deposit schmes for people.

30%
25%
20%
15%
10%
5%
0%
point and 28% respondent kept themselves in neutral side
 Discloses necessary information to its customers.
Strongly Agree 14%

Agree 38%
Neutral 30%
34
Disagree 16%
JBL disclose necessary information to its customers.

40%
35%
30%
25%
20%
15%
10%
5%
0%
 Employees in this bank are punctual and all services are provided in time.
Strongly Agree 10%

Agree 32%
Neutral 34%
Disagree 18%
35
Employees in this bank are puntual and all services are provided in time.
40%
35%
30%
25%
20%
15%
10%
5%
0%
 New changes allocation by government
Strongly Agree 8%
Agree 12%
Neutral 16%
Disagree 20%
Table 10: response percentage
36
People will still deposit money in JBL regardless of new charges allocation by government.
50%
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
Figure10: Q10 Response chart
37
Chapter 5
Findings, Recommendations and Conclusion
38
Chapter 5
Findings, Recommendations and Conclusion
5.0 Summary of finding

Here 8 of 10 questions have more number of positive responses than the negative ones. Only
question no. 5 which was about the online service of JBL and question no. 10 where I asked
people if they will still deposit money in JBL regardless of new charges allocated by government
has more negative responses. This means most of the customers are satisfied with the service of
Rajnigandha Super Market Branch of Janata Bank Limited.
5.1 Findings
 Deposit money in Janata Bank regardless of new charges allocated by government.
 JBL offers one of the best deposit schemes for people.
 Online services provided by Janata Bank Limited is not up to date.
 Janata Bank does not give individual attention to the customer
5.2 Recommendation
 Government should stop new deposit charges allocated by JBL.
 JBL should improve their deposit schemes for people.
 JBL should improve their online services.
 They should give more attention on their customer.
39
5.3 Conclusion
This research has provided some interesting 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
dissatisfied with some of the aspects of the bank. Again the research revealed that only one third
of customers were more or less satisfied with the service of the bank and more than half of the
respondents were on the neutral side of satisfaction line.
Finally, I would say that this research report at Janata Bank has increased my practical
knowledge of Business Administration and made by BBA education 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, timely improvement in service is essential
40
Reference
1. Aziz,Tareq. (2011) Customer Satisfaction of Janata Bank.
https://www.academia.edu/31386232/INTERNSHIP_REPORT_on_Customer_Satisfaction_of_J
anata_Bank
2. Janata Bank,(2018) ). Financial Highlights. Annual Report 2018. Retrieved

https://www.jb.com.bd/includes/pdf/annual_report/annual_report_2018.pdf
3. Ershad Shah Zafar,( 2017) Aug 1, Retrieved
http://dspace.bracu.ac.bd/xmlui/bitstream/handle/10361/8678/13104067_BBA.pdf?
sequence=1&isAllowed=y
41

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Chapter: One

1.4 Methodology of the Study

Primary sources of data

 Face to face conversation with the bank employees and staffs.

Secondary sources of data

 Annual report of Janata Bank Limited (JB)

1.5 Scope of the Study

AN OVERVIEW OF JANATA BANK LIMITED

2.1 Background of Janata Bank Limited

To become the effective largest commercial bank in Bangladesh to support socio-economic

2.3 Mission of Janata Bank Limited

2.4 Values of Janata Bank Limited

efficient service in every area of our bোোোলব ুীািিে পোো5usiness.

For Employees: By providing the well-being of the members of the staff.

2.5 Corporate Profile

Shareholding Pattern: 100% Share owned by the Government of the

Chief Executive Office Obeid Sayah Al – Mansuri Building Zayed 1st

2.6 Business operation and strategy of Janata Bank Limited

2.6.1 Business focus of Janata Bank Limited

2.6.2 Client as Partner Janata Bank Limited

2.6.3 Corporate Branding

2.6.4 Regulatory and Compliance Management

Local master and visa card

Gold card limit is 50000 taka to 1000000 taka

Silver card limit is 10000 taka to 45000 taka

International master and visa card

 For international purpose gold card limit is $ 4000 above

 Vision for the future

Build up deep-rooted and harmonious banker-customer relationships by dispensing prompt and

Some CSR activities of JBL are given in the followings:

 Standing beside the families affected by BDR tragedy.

 Warm clothes/blanket distribution to the affected underprivileged and destitute people.

 Donation to Bangladesh Organization for Disabled Advancement (BODA).

 Support to Cancer Care Center.

 Caring for the Environment

 Health and Safety of employees.

2.8 Statement of Forward Looking Approach

• Variations in fiscal, monetary and trade policies;

• Variations in national economic and financial conditions;

• Modifications in regulatory guidelines and government policy issues;

• Alterations in accounting standards;

• Modifications in legislation and regulation of VAT on banking services;

• Revisions in interest rates, tax rates and commodity prices;

• Refinement in confidence and behavior of customers;

• Instability in capital markets;

• Volatility of interest rate and money market;

• Global embargo/unrest in various countries affecting flow of remittances and trade;

• Changes in market structure and increases of business competitor;

• Adverse impact of inflationary pressure;

• Increase of provision requirement;

• Unforeseen natural disasters;

• Directives to reduce the lending rates to finance essential commodities.

3.0 Customer Service

3.2 Customer Satisfaction

Gaining high levels of customer satisfaction is very important to a business because

 Customer satisfaction is equivalent to making sure that product and Service

3.3 The Need to Measure Customer Satisfaction