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Prologue

Internship program is a scope for acquiring practical knowledge after successful completion

of a academic curriculum. Theoretical knowledge gets a complete shape only when it isapplied in a practical field. To bridge up the gap between theory and practice, Commerce

Faculty of University of Chittagong has introduced the internship program for MBA course

to bring the student closer to the practical work. This is undoubtedly a valuable appreciable

in addition to the institutional education.

I have joined Standard Bank Limited, Branch. It is a bank of third generation and is one step

ahead from other banks not only in making profit but also in serving people in an efficientway. To meet the customer need and demand, the bank has launched some lucrative products

and services that show their deep orientation toward marketing philosophies.

During my service, Ive tried my best to get knowledge about the overall banking operationwith special emphasis on their performance.

The program in fact a great endeavor to make the students familiar with the real business

situation and to prepare them to match their theoretical knowledge with practical field.

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1.1 Introduction of the topic

Generally by the word Bank we can easily understand that the financial institution deals

with money. But there are different types of banks like; Central Bank, Commercial Banks,

Savings Banks, Investment Banks, Industrial Banks, Cooperative Banks etc. But when we use

the term Bank without any prefix, or qualification it refers to the Commercial Banks. A

commercial bank is a type of financial intermediary and a type of bank. Commercial banking

is also known as business banking. It is a bank that provides checking accounts, savings

accounts, and money market accounts and that accepts time deposits. Traditionally, large

commercial banks also underwrite bonds, and make markets in currency, interest rates, and

credit-related securities, but today large commercial banks usually have an investment bank

arm that is involved in the mentioned activities.

Banking sector is expending its hand in different events everyday. At the same time the

banking process is becoming faster, easier and the banking arena becoming wider. As the

demand for the better service increase day by day, they are coming with different

innovative ideas and products. In order to survive in the competitive field of the banking

sector, all banking organization looking for better service opportunities to provide their

fellow clients.

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1.2 Objective of the StudyThe main objective of the study is to gather knowledge regarding customer service and job

satisfaction. This orientation gives us a chance to Co-ordinate out theoretical knowledge

with the experience. The following are of objectives given below :

One of very imputation objections is to fulfill the partial requirement forhaving MBA Degree

To achieve a clear idea of customer satisfaction about the services of the JanataBank Limited.

To identify the factors of customer satisfaction. To know the clients idea about behavior of the staffs at the bank. To Analyze customer opinion regarding satisfaction through questioning

customer.

To find out the problems of customer satisfaction. To recommended some suggestions.

1.3 Scope of the study

As a student of MBA, it is normally essential to know the customer service and satisfaction

of any bank. In modern world without Customer Satisfaction any organization can not run in

any moments. This report covers:

1 Customer Service and Satisfaction of Janata Bank Ltd.2 Organizational Structure and Financial Service of Janata Bank Ltd.

The scope of this report is limited to the overall description of the company. Its service and

their customers assessment about the service provided by the customer service

department.

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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 attributes of service

quality in this bank.

1 Exploratory ResearchExploratory 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 collection

method and selection of subjects. It should draw definitive 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 qualitative approaches such as informal discussions with

consumers, employees, management or competitors, and more formal approaches through

in-depth interviews.

1.4.2 Questionnaire Preparation

The entire questionnaire 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 questionnaire was the

major tools of this research project. 21 questions are selected which focus this 5

dimensions.

1.4.3 Target Group

Individual Customers of Janata Bank Ltd.

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1.4.4 Sources of Information

1. Primary DataI 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

questionnaire survey of the customers minimizing interruptions in their baking activities.

Primary data were mostly derived from the discussion with the employees & through

surveys on customers of the organization. Primary information is under consideration in the

following manner:

1 Face to face conversation with the employees.2 By interviewing customers of Janata Bank.

2. Secondary dataI have elaborated different types of secondary data in my research. Sources of secondary

information can be defined as follows:

Internal Sources

1 Prior research report2 Group Business Principal manual3 Banks Annual Report

External Sources

1 Different books and periodicals related to the banking sector2 Internet3 Newspapers

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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 questionnaire for the

customers of Janata Bank. This structured questionnaire was the major tools of this

research project.

1.4.6 Method and Size

1. MethodFor the purpose of getting better result, I adopeted non probabilistic purposive sampling

technique during the survey of these project where customers were given copies of the

questionnaire and were asked to fill them. I gave continuous support to the customers for

any problems that they faced while filling up questionnaire so that the validity of the

questionnaire increases. As the simple random sampling is easily understood and results are

assessable it is best suited for my study.

2. SizeIn 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 statistical tools. The

response of the survey including the level of importance and the customers perception 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 questions of the single segment the overall mean importance and overall

mean satisfaction level of the service quality dimension are calculated.

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1.5 Limitation of the report

1 Time frame of the research was very limited. The actual survey was done with in amonth.

2 Large scale research was not possible due to constraints and restriction posed by theorganization.

3 Part oforganizational culture was written from individuals perception and may varyfrom person to person.

4 Getting relevant papers and documents were strictly prohibited.

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2.0 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.

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, 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 where as

performance denotes doing what was actually promised.

2.2 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.

1 Definition 1: Customer satisfaction is equivalent to making sure that product andservice performance meets customer expectations.

2 Definition 2: Customer satisfaction is the perception of the customer that theoutcome of a business transaction is equal to or greater than his/her expectation.

3 Definition 3: Customer satisfaction occurs when acquisition of products and/orservices provides a minimum negative departure from expectations when compared

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with other acquisitions.

2.3 The Need to Measure Customer Satisfaction

4 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.

5 In the era of the globalization, management of the companies is more concernedabout 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

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.

6 With better understanding of customers' perceptions, companies can determine theactions required to meet the customers' needs. They can identify their ownstrengths 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.

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2.4 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 working within customer

focused business or those running call centers or help desks, need to keep informed about

the latest 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.

2.5 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

1 Expressed2 Implied

Expressed: Customer Expectations are those requirements that are written down n the

contract and agreed upon by both parties for example, product specifications and delivery

requirements. Suppliers 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 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 of new technology, changes in customers priorities, improved

quality of service provided by competitors are just a few examples.

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2.6 Customer Satisfaction Dimension

Customer Satisfaction is measured across various parameters. There are parameters and

sub parameters (some enumerated below).

Sales Experience

1 Level of product Knowledge with Sales staff2 Timeliness and quality of response to customer queries on product.3 Level ofunderstanding of customers needs and unique perspective.4 Availability and quality of brochures, sales material.5 Presentation, communication and mannerism of sales person.6 Project of honesty and trustworthiness.

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Product Delivery Experience

1 Timeliness of product delivery2 Sharing of status while work-in-progress3 Quality and sophistication of delivery/product pack4 Behavior and mannerism of delivery staff.5 Level of congruence between what was sold and what was delivered.

Product Experience

1 Level of product quality vis--vis expectation.2 Level of need fulfillment vis--vis expected

Product Servicing

1 Timeliness of product servicing2 Quality of product servicing3 Cost of product servicing4 Mannerism and conduct of servicing staff

Relationship experience

1 Frequency and quality of contact2 Knowledge of company products and customer opportunities3 Conduct and Communication of relationship person.

Complaint resolution / Grievance Handling

1 Timeliness of complaint resolution2 Quality of complaint resolution

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3 Level of iterations till the complaint was resolved.4 Empathy of the customer servicing staff5 Knowledge of customer servicing staff

Collection Experience

1 Communication quality and information for collection2 Conduct and communication of collection staff3 Channel and Ease of giving payments.

2.7 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 customers 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. (Zeithaml, Bitner & Gremler, 2009, 103.)

Reliability

Responsiveness

Assurance

Empathy

Tangibles

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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 satisfaction. 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 satisfaction

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 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 customers point of

view to deliver service and handle requests in order to excel on this dimension. (Zeithaml,

Bitner & Gremler 2009, 114.)

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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 order

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 customers 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.)

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

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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. 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 retrospective effect from 01 July, 2007.

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

headed by a chairman. The Bank is headed by the Managing Director & Chief Executive

Officer; Managing Director is assisted by Deputy Managing Directors and General Managers.

The bank has 7 Circle offices, 30 Divisions in head office, 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.

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3.2 Nature of Business:

The principal activities 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 remittance

business and to undertake and participate in any or all transactions, and operations

commonly carried or undertaken by remittance and exchange houses.

The Bank also started its Merchant Banking operations at Head Office level from September

03, 2009 vide registration certificate no. AMB-34/2009 dated March 23, 2009 under

Securities and Exchange Commission Act, 1993 and Securities and Exchange Commission

Rules, 1996.

Janata Bank Ltd. with its wide-ranging branch network and skilled personnel providesprompt services like issuing:

1 Demand Draft2 Telegraphic Transfer3 Pay Order4 bills collection5 clearing

The Bank provides the following account facilities:

1 Current/Savings/STD account2 FDR account3 Advance account4 Loan account

Janata Bank has already established a worldwide network and relationship in international

Banking through its overseas branches and foreign correspondents. The Bank has earned an

excellent business reputation in handling and funding international trade particularly in

boosting export & import of the country. The Bank finances exports within the framework

of the export policy of the country

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3.3 Company Mission & Vision

Company Mission:

1 To become a leading bank of Bangladesh.2 Operating at international level of efficiency, quality and customer service.

Company Vision:

We operate ethically and fairly within the stringent framework set by our regulators. Wefuse ideas and lessons from best practice to explore new avenues to become stronger,

more efficient and competitive. We apply information and communication technology for

the benefit of our customer and employees. We invest to strengthen the future of the bank.

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3.4 Organizational Hierarchy:

Chairman

Managing Director & CEO

General Manager

Deputy Managing Director

Assistant Managing Director

Senior principal Officer

Principal Officer

Senior Officer

Officer/Officer Cash

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3.5 Business Challenges

Janata Bank wanted to streamline their remittance operations and improve customer

service. To achieve these objectives, they had to address four major challenges:

1 Previously, most money transfers were processed manually across Janata Banksremittance centres due to which it would take up to four days for beneficiaries to

receive funds. Janata Bank wanted to offer their customers popular same day

services such as spot cash within minutes.

2 Janata Bank wanted to be able to communicate and collaborate informationaccurately, 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.

3 Some Janata Bank branches could expect up to 2,000 customers on certain days,making it very difficult for their staff to serve them. Janata Bank wanted to empower

their staff to help customers as effectively as possible.

4 Janata Bank wanted to have a sophisticated money transfer management systemthat could be easily used by their staff. 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.

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3.6 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

consideration of the guarantee of the Government of the Peoples Republic of Bangladesh

while setting up Janata Bank under the Presidential Order Number 26 of 1972 by assuming

all assets and liabilities of some banks operating in former East Pakistan. CRISL, being a local

rating agency, always considers the Government of the Peoples Republic of Bangladesh as

the highest risk free entity. Financial Institutions rated in this category are adjudged to be of

best quality, offer 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.

particular Long

term

Short

term

Entity Rating as Government

Guaranteed Bank

AAA ST-1

Entity Rating as Commercial

Bank-2009

A ST-2

Outlook Stable

Date of rating declaration 06/09/2010

4.1 Agency Services:

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Janata Bank Limited, being a state owned Bank, has both commercial commitment to its

clients and societal commitment to the nation. 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 different 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. Collection of Utility bills :1 Telephone bills of T &T Authority without service charges2 Grameen Phone bills of Grameen Phone Ltd. with service charge & other

charges

3 Electric bill of REB without service charges4 Electric bills of DESA without service charges5 Electric bill of PDB without service charges6 Electric bill of DESCO without service charges7 Bills of Railways without service charges8 Gas bill of Titas Gas, T& D Co. ltd without service charges9 Gas bill of Bakhrabad Gas Co. ltd without service charges10 Bill of Oil-bill of Meghna Petrolium Co. Ltd.

2. Sale/encashment of Saving Certificates3. Sale/Purchase of Prize bonds4. Payment of Army/civil pension5. Payment of non-government primary /secondary school/college /Madrasha teachers

benefit (government portion)

6. Payment of Government primary school teachers salary7. Payment of Honorarium to freedom fighters.

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8. Payment of stipend for female students of secondary and higher secondaryinstitutions

9. Payment of Govt. allowances to Bayaska, Bidava and Dostho Mohila.10.Payment of stipend to primary students11.Payment of stipend to Shishu Kallyan Trust in urban areas.12.Maintain of BADC disbursement account with 200 branches13.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

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 transaction hours till 6 o'clock in the evening, is available in about 207

important Branches of Janata Bank Limited. The service is attractive for those, like

shopkeepers, who accumulate cash as sales proceeds in the afternoon when counters of

Bank branches usually remain closed.

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4.4 Financial Service:

The Bank offers 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

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4.4.2 Export Finance

To boost up country's Export, Janata Bank Limited has been providing different kinds of assistance

and incentive to the exporters. Some of which are:

1 Pre-Shipment and Post-Shipment Finance.2 Discount/Concession rate of interest for exports Finance.3 Back-to-Back L/C facility under bonded Warehouse system.4 Sight L/C under Export Development Fund (EDF).5 Interest bearing and non-interest bearing Exporter's retention Quota A/C.6 Export Incentive Program.

Financing industries of 100% foreign investment or of Joint Venture at Export Processing Zones

1 Obtaining EEF (Equity & Entrepreneurship Fund) from Government through BangladeshBank for building up Entrepreneurs' Equity.

2 Providing services to the exporters by the Bank's own logistical supports like SWIFT, ReutersService, 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

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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 application money and end through listing of

securities with stock exchange.

Underwriting:

Janata Bank Limited with its strong capital base is capable of providing underwriting

commitments for successful completion of IPO of any size enabling the companies to go

public.

Portfolio Management:

Initially the Non-Discretionary (i.e. Investor's Discretion) portfolio account will be

opened. Subsequently the portfolio management shall be expanded with the

introduction of following schemes:

1 Bank's discretionary portfolio account.2 Investor's discretion portfolio management scheme for high net worth investors.3 Profit loss sharing portfolio management scheme (subject to approval of SEC).

Interest, Fees, Commission etc:

4 Cost of account opening form :Tk. 25.005 Initial Documentation Charge :Tk. 500.006 Brokerage Commission: 0.50% on the value of traded securities.

Interest on Margin Loan:

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

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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.

1 Instant payment2 No minimum balance requirement3 Can be used at any Electro ways enabled POS or ATM4 Access to money anytime5 Balance inquiry facility available via ATMs and POS6 24 hour call centre assistance (coming soon)7 SMS alerts every reload8 Monthly statements via email (coming soon)9 Easy process of replacement of lost card

Upon enrolment, the customer receives a Prepaid card from the banks which is working

with Remittance program (Like; Probashi). The customer can either give standing

instructions for transferring a fixed amount to his beneficiarys card every pay cycle or use

the card to transfer remittances to his beneficiary as and when he wants. The transactions

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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 time 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 offer 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:1 Spot Cash remittance for both account holders and non-account holders2 Instant SMS notifications after successful processing of transactions

2. Improved remittance delivery options for remitters to choose from and to make iteasier for beneficiaries to collect their funds

3. Significantly reduced processing costs due to automation of all remittance-relatedtasks

4. Improved business process management due to business-critical information beinginstantly available to the right staff member at the right branch

5. Empowered business users who can tend to a multitude of customers in a highlyeffective and efficient manner

6. Rapidly increasing ROI through rapid execution of various remittance operations,tasksand activities

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4.8 Future Plans

Janata Bank is actively working to become the foremost remittance provider in all

Bangladesh through effective market penetration. They plan to open more overseas

exchange houses in important locations and forge strategic alliances with major global

remittance 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 remittance industry to

achieve their business goals.

5.0 Customer Satisfaction and Analysis of the study :

Customer Satisfaction and Analysis of the study 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 different

questions. These questions are as follows:

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Q1: Provides services within the time promised.

The respondents placed a high importance in this characteristic of the service. The majority

of the respondents are indifferent. 2% customers are highly satisfied, 20% customers are

satisfied 60% customers are indifferent as well as 18% customers are negative 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%

Chart-1: Provides services within the time promised.

Satisfaction Percentage (%)

Score 5

Score 4

Score 3

Score 2

Score 1

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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 negative 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.


5 0%

4 15%

3 40%

2 45%

1 0%

Chart-2: Employees give appropriate solution to problems.

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

Score 5 Score 4 Score 3 Score 2 Score 1



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Q3: Errors and mistakes correctly promptly.

The respondents placed a high importance in this characteristic of the service. The majority

of the respondents are indifferent. 5% customers are highly satisfied, 25% customers are

satisfied 40% customers are indifferent as well as 30% customers are negative with this

statement.

Table 3: Errors and mistakes correctly promptly.


5 5%

4 25%

3 40%

2 30%

1 0%

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Chart-3: Errors and mistakes correctly promptly.

5.2 Responsiveness:

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

Q1: Employee gives you prompt service.

An extremely high percentage of Satisfaction was given in this attribute of service. The

majority of the respondents are satisfied. 2% customers are highly satisfied, 40% customers

are satisfied with this statement, 30% customers are indifferent as well as 28% customers

are negative with this statement. The results are as follows:

5%

25%

40%

30%

0%



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Table 4: Employee gives you prompt service.


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 attribute of responsiveness dimension where

the satisfaction percentage is high. Employees are always willing to help but their resources

are limited so they can not give higher percentage of satisfaction. The majority of the

respondents are satisfied. 10% customers are highly satisfied, 45% customers are satisfied

with this statement, 25% customers are indifferent as well as 20% customers are negative

0%

5%

10%

15%

20%

25%

30%

35%

40%




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with this statement. The results are as follows:

Table 5: Employees are always willing to help.


5 10%

4 40%

3 25%

2 20%

1 0%

Chart-5: Employees are always willing to help.

Q3: Employee always searches for solution.

11%

42%26%

21%

0%



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Most of the respondents were in indifferent while expressing their satisfaction towards this

aspect. The satisfaction percentages of this attribute were dissatisfactory. 35% customers

are satisfied, 40% customers are indifferent, 20% customers are disagreeing with this

statement and 5% customers are highly disagreeing with this statement.

Table 6: Employee always searches for solution.


5 0%

4 35%

3 40%

2 20%

1 5%

Chart-6: Employee always searches for solution.

5.3 Assurance:

Aspects relating to assurance dimension of service quality where asked three different

0%

5%

10%

15%

20%

25%30%

35%

40%




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questions. The results are as follows:

Q1: Friendliness & Courtesy of the Employee

This attribute was also found to be another one of the most important ones. In this

attribute satisfaction percentage is not much higher. 32% customers are satisfied, 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.


5 0%

4 32%

3 40%

2 25%

1 3%

0%

32%

40%

25%

3%



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Chart-7: Friendliness & Courtesy of the employees.

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

Most of the respondents were in satisfied while expressing their satisfaction towards this

aspect. 25% customers are highly satisfied, 45% customers are satisfied with this statement,

35% customers are indifferent. Most of the respondents positive with th is statement. The

results are as follows:

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


5 25%

4 45%

3 30%

2 0%

1 0%

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

5.4 Care & Empathy

3 attributes 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 attention to every individual


aspect. In this attribute satisfaction percentage is not much higher. 20% customers are

satisfied, 42% customers are indifferent, 30% customers are disagreeing with this statement

and 8% customers are highly disagreeing with this statement.

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%




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Table 9: Janata Bank gives attention to every individual


5 0%

4 20%

3 42%

2 30%

1 8%

Chart-9: Janata Bank gives attention to every individual

Q2: Employees of Janata Bank understands your specific needs



satisfied, 55% customers are indifferent, and 20% customers are disagreeing with this

statement.

0%

20%

42%

30%

8%



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Table 10: Employees of Janata Bank understands your specific needs


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


attribute satisfaction percentage is not much higher. 32% customers are satisfied, 48%

customers are indifferent, 15% customers are disagreeing with this statement and 5%

customers are highly disagreeing with this statement.

0%

10%

20%

30%

40%

50%

60%



Satisfaction Percentage

(%)

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Table 11: Janata Bank has your best interest at hearts


5 0%

4 32%

3 48%

2 15%

1 5%

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

5.5 Tangibles

0%

5%

10%

15%

20%25%

30%

35%

40%

45%

50%




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4 questions relating to the tangible dimension were asked to the respondents. These

questions covered various tangible aspects of the services provided by Janata Bank. The

results are shown below:

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Q1: Janata Bank has visually appealing facilities



satisfied, 45% customers are indifferent, 22% customers are disagreeing with this statement

and 8% customers are highly disagreeing with this statement.

Table 12: Janata Bank has visually appealing facilities


5 0%

4 25%

3 45%

2 22%

1 8%

0%

25%

45%

22%

8%

Satisfaction Percentage (%)Score 5 Score 4 Score 3 Score 2 Score 1

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Chart-12: Janata Bank has visually appealing facilities

Q2: Janata Bank has convenient hours of operation

Most of the respondents were in satisfied while expressing their satisfaction towards this

aspect. 44% customers are satisfied, 30% customers are indifferent and 26% customers are

disagreeing with this statement. Most of the respondents positive with this statement. The

results are as follows:

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Table 13:Janata Bank has convenient hours of operation


5 0%

4 44%

3 30%

2 26%

1 0%

Chart-13: Janata Bank has convenient hours of operation

Q3: Statements are easily understood, reliable and accurate


attribute satisfaction percentage is much higher. 10% customers are highly satisfied, 55%

customers are satisfied, 15% customers are indifferent with this statement, 8% customers

are disagreeing with this statement and 2% customers are highly disagreeing with this

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

Score 5 Score 4 Score 3 Score2 Score 1


Satisfaction Percentage

(%)

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statement.

Table 14:Statements are easily understood, reliable and accurate


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


attribute dissatisfaction percentage is much higher. 25% customers are indifferent, 35%

customers are disagreeing with this statement and 40% customers are highly disagreeing

11%

61%

17%

9%

2%



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with this statement.

Table 15:Janata Bank has modern equipment and technology that better satisfy your needs


5 0%

4 0%

3 25%

2 35%

1 40%

Chart-15: Janata Bank has modern equipment and technology that better satisfy your needs

5.6 Some other Analysis

In spite of the five dimensions, some other questions were also asked to the customers for

better understanding of their satisfaction or dissatisfaction and the reason behind this.

0%

5%

10%

15%

20%

25%

30%

35%

40%




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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 different among the customers. This

attribute was also found to be another one of the most important ones. In this attribute

satisfaction percentage is not much higher. 28% customers are satisfied, 52% customers are

indifferent with this statement and 20% customers are disagreeing with this statement.

Table 16: Janata Bank has strong brand name and reputation


5 0%

4 28%

3 52%

2 20%

1 0%

0%

28%

52%

20%

0%



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Chart-16: Janata Bank has strong brand name and reputation

Q2: Janata Bank has sufficient ATM booths

In recent days ATM service has become vital for the customers and banks. The banks are

willingly to achieve competitive advantage through superior flexibility. In this attribute

satisfaction percentage is not much higher. 20% customers are indifferent with this

statement, 35% customers are disagreeing with this statement and 45% customers are

highly disagreeing with this statement.

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Table 17: Janata Bank has sufficient ATM booths


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 satisfied, 45% customers are satisfied,

20% customers are indifferent with this statement, and 10% customers are disagreeing with

this statement.

0%

5%

10%

15%

20%

25%

30%

35%




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Table 18: Janata Bank has suitable branch location


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 satisfied, 28%

customers are indifferent with this statement and 20% customers are disagreeing with this

statement.

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%




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Table 19: Janata Bank gives average bank service and facilities


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 questionnaire survey I have found out some important facts. Those facts

14%

40%27%

19%

0%

Satisfaction Percentage (%)Score 5 Score 4 Score 3 Score 2 Score 1

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were revealed from the observation during the three months of period. Such facts reflex the

customers expectation regarding the service provided by the bank. Such facts are as

follows:

1 Though the ATM machines are latest in technology but every the customers arecoming up with complaints regarding the ATM booths are not available in different

area.

2 Quality of service is the most important part of the Janata Bank. But they do not givequality full service. So it is very necessary to improve their service quality.

3 Janata Bank does not use modern equipment and technology that better satisfycustomers needs

4 Janata Bank does not give individual attention to the customer

5 The customers have to pay charge to get second copy of bank statement. If it is forlast 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.

6 Most of the customers feel safe in transactions with Janata Bank. So that it is one ofthe 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 satisfaction loyalty ratings and differentiate themselves from

the competition, they need to understand what really drives satisfaction and loyalty. they

also need to know which areas have the greatest room for improvement. There is little

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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

satisfaction 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 section

the most important attributes will be discussed.

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5.8.2 Most important attributes of the service

The analysis of the importance scores across various attributes of service quality dimension

pointed out some attributes that were highly important to the customer. These attributes

are listed below according to importance:

1 Speed of Service2 Locations of ATMs3 Friendliness & courtesy of the employees4 Promptness of error correction5 Location of the branches

These attributes were considered as the drivers of satisfaction for the customers.

Satisfaction across these attributes influenced the overall satisfaction towards the bank

services. Some other attributes, which were important to customers but not considered as

drivers of satisfaction are listed below:

1 Individual attention2 Safety of transactions with Janata Bank3 Reliability and accuracy of the statements4 Problem solving interest within employees

The rest of the attributes administered during the survey where found to moderately

important or less important or indifferent for the customers and were not considered by

them while deciding on satisfaction scores.

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5.8.3 Satisfaction towards the most important attributes:

As mentioned earlier, the major concern of managers is to find out satisfaction of the

customers across the various drivers of satisfaction. The results of the survey showed that

customers were satisfied only across the following drivers of satisfaction:

6 Promptness of error correction7 Location of the branches8 Professionalism of the employees9 Reliability and accuracy of the statements

Thus the above attributes were only very few compared to the list of highly important

attributes. Again the customer also ranked some of the highly important factors as highly

dissatisfactory. These attributes thus damaged the overall satisfaction scores drastically.

Some such attributes are as follows:

10 Speed of Service11 Locations of ATMs

Most of the other drivers of satisfaction that were very important to customers showed

average satisfaction scores. This depicts that most of the customers are not very satisfied

with the attributes and are the some what indifferent with the attributes. This bought down

the overall satisfaction scores to the neutral or average points.

5.8.4 Most Satisfied Aspects of Janata Bank Service

The respondent showed high satisfaction scores towards some of the attributes 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 satisfied

attributes are listed below starting from the most satisfied ones:

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1 Safety with Janata Bank2 Reliability and Accuracy of statement3 Cleanliness of the premises4 Friendliness and courtesy of employees5 Location of the branch6 Professionalism of the employees

So these were the attributes that resemble strength of service provided by Janata Bankservices, which were ranked as satisfactory by the respondents.

5.8.5 Most Dissatisfied Aspects of Janata Bank Service

The respondent while expressing their satisfaction views toward various attributes ranked

some of the aspect of the service quality poorly. Such dissatisfied must be taken care as

early as possible. Some such poorly ranked dissatisfied attributes are as follows:

1 ATM booth service2 willingness to help3 Janata Bank has best interest of the customer4 Searching for solution5 Clarity of the statements

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5.9 SWOT Analysis

Strength:

The attribute 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 better

standing in the competition. These are:

1 Large number of customers2 Location of the branches3 Professionalism of the employees4 Rates on savings

Weakness:

Some weaknesses of the bank were pointed out in the survey, which had low satisfaction

scores and were somewhat less important to customers. But in order to improve overall

satisfaction these attributes should be considered.

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1 Slow decision making due to large hierarchy2 Solution searching tendency of employees3 Location of the ATMs4 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 opportunities are:

1 Reliability of the statement

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2 Fees and service charges3 Location of the branch4 Savings service

Threats:

Threats are ones that represent danger for the bank in its future growth and are responsible

for the downgrading of customer satisfaction. Some of the threats are:

5 Location of the ATMs6 Technology of bank7 phone banking service8 neatness of employees9 Friendliness of employees

6.1 Recommendation

Janata Bank is one of the most flourishing Bank of Bangladesh with wide growth

opportunities in the industry. The survey on the customers of Janata Bank was conducted

with an aim of improving the overall customer satisfaction 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 organizational strength can successfully utilize the

opportunities and overcome its weakness. These are given below:

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1 Use of Marketing Research2 Focus on relationship strategic3 Clarity of the statements4 Available the ATM booths5 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.

6.2 Conclusions

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

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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 MBA education more complete and

applied. In this report, I got the opportunity to apply various tools and concepts I learn in

my MBA courses.

Customers are the vital for every business. It is not possible to make a profitable business

without concerning the customers benefit. Janata Bank is a great domestic bank. To

achieve the desired position in the market, timely improvement in service is essential.

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References

1. http://www.janatabank-bd.com/2. http://en.wikipedia.org/wiki/Janata_Bank3. http://www.experiencefestival.com/customer_service4. 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 solution?

Assurance:

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

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

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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 facilities ?

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 bettersatisfy 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 ?