Professional Documents
Culture Documents
INTERNSHIP REPORT
Submitted By
Md. Rabbi Hasan BBA
Program, 13 Batch Roll: 12, Sec-B
th
Letter of Submission
September 10, 2011
Dr. Masudur Rahman Associate Professor Department of Marketing University of Dhaka
Dear Sir,
I am writing in connection with the internship report naming AN ASSESSMENT OF CUSTOMER SATISFACTION OF JANATA BANK, Mirpur Branch, Dhaka. Under the state of the report, I have been given relevant information from the employees of JANATA Bank Ltd. for collecting primary data. i also have gone through various publications relating with Janata Bank Ltd. and its operation. This report provides me an insight on the customer service department of Janata Bank. In this report I have tried to find out some problem areas related to customer satisfaction of Janata Bank Ltd. and tried to find out some possible solutions to those particular problems. I have enjoyed the preparation of the report because it provides me with the chance to put my theoretical knowledge in a real life situation. If you need any kind of further information I will be glad to provide accordingly. I therefore pray & hope that you would be kind enough to me in accepting this report and oblige thereby. Sincerely yours
MD. Rabbi Hasan BBA Program, 13th Batch Roll: 12, Sec-B
ACKNOWLEDGEMENT
All praise is to the one to one to whom all dignity, honor and glory are due, the unique with perfect attributes, who begets not, nor is he begotten. He has not equaled, but he is almighty, omnipotent for preparing fruitfully this internship reports. I would like to extend my sincere gratitude to my course instructor Dr. Masudur Rahman, Dept. of Marketing, University of Dhaka for his valuable advises and cooperation. I am also grateful to MD.RAFIQUEL ISLAM Sir, Assistant Manager of Mirpur Branch of JBL, MD. BALAL AHMED,MD.SARIFUL ISLAM,MD.RAZZAK,MD.MOBASSER HAQ and other officers of JBL(Mirpur Branch) for their relentless efforts in carrying out my study. They providing me with necessary information and extended their hands to me. I can humbly tell that without their meticulous care, valuable suggestion and instruction it would not have been possible for me to complete my internship report. I would like to express thinks to my friend and all of my well-wishers for supporting me to do best in such an academic work. I lack the space here to acknowledge all of the other individuals whose special effort went into this paper. I offer intend my sincere thanks, and the finished report that they helped guide to completion.
Executive Summary
Now the banks constitute the core of the country s organized financial system in Bangladesh. Banks are now-a-days the most trusted financial organizations to the people all over the world and they satisfied their customer by offering Different banking services. Ensuring the maximum level of customer satisfaction is an aim for each financial institution. As a result the customer expectations about the service quality of Janata Bank always remain medium. I got the opportunity of getting important information from the employees of this bank that help me to prepare this project paper. Janata Bank Limited, a leading commercial bank with 867 outlets strategically located in almost all the commercial areas throughout Bangladesh, overseas Exchange Houses and hundreds of overseas Correspondents, came into being as a Public Limited Company on May 17, 2007 with a view to take over the business, assets, liabilities, rights and obligations of the Janata Bank which emerged as a nationalized commercial bank in 1972 immediately after the emergence of Bangladesh as an independent state. The objective of the report is to assess the level of importance, the customer of Janata Bank put across various service attributes and also to determine how well Janata Bank is satisfying the customer of those service grounds and different service quality dimensions. The survey is conducted on 100 respondents (sample) those represent the total general customers segment. Customer had to mark the level of importance that they perceive about a particular service attributes quality. The survey data is then analyzed with the help of statistical tools like weighted average mean and simple arithmetic mean. The survey outcome is not highly satisfactory. Customers are highly dissatisfied with the service quality of ATM s because of the less number of ATMs. By increasing the numbers of ATMs, constructing the new branches, employees training, introducing locker service, personalize caring, implementing charges Janata Bank can improve its service quality. Janata Bank should attract the dissatisfied customer in order to bring them to positive side of the road strong relationship with the customers can be maintained.
Table of Content
Chapter 1 Introduction 1.1 Introduction of the Topic 1.2 Objectives of the Study 1.3 Scope of the Study 1.4 Methodology of the Study 1.4.1 Type of Research 1.4.2 Questionnaire Preparation 1.4.3 Target Group 1.4.4 Sources of Information 1.1.5 Data Collection Instrument 1.1.6 Method and Size 1.4.7 Data Analysis and Findings 1.5 Limitation of the Report 2 Customer Service 2.1 Satisfaction 2.2 Customer Satisfaction 2.3 Need to Measure Customer Satisfaction 2.4 Benefit of Customer Satisfaction 2.5 What do Customer want 2.6 Customer Satisfaction Dimension 16 Title Page No 9
An Assessment of Customer Satisfaction of Janata Bank 2.7 Define Service Quality and Satisfaction 2.8 Service Quality Dimension 3 Overview of the Organization 3.1 Historical Background of Janata Bank 3.2 Nature of Business 3.3 Organizational Overview 3.4 Company Mission & Vision 3.5 Organizational Hierarchy 3.6 Business Challenges 3.7 Credit Rating 4 Bank Service Provided By Janata Bank Ltd. 4.1 Agency Service 4.2 Locker Service 4.3 Evening Banking Service 4.4 Financial Service 4.4.1 Import Finance 4.4.1 Export Finance 4.5 Merchant Banking Operation 4.6 Foreign Remittance 4.7 Remit ONE Money Transfer Management Solution 4.8 Future Plan 5 Customer Satisfaction and Level of Importance at Janata Bank 5.1 Reliability 5.2 Responsiveness 5.3 Assurance 44 33 25
An Assessment of Customer Satisfaction of Janata Bank 5.4 Care & Empthay 5.5 Tangibility 5.6 Some Other Analysis 5.7 Findings from observation 5.8 Implication of Result 5.8.1 Divers of Satisfaction 5.8.2 Most important attributes of service 5.8.3 Satisfaction Towards the most important attributes 5.8.4 Most Satisfied aspects of Janata Bank service 5.8.5 Most dissatisfied aspects of Janata Bank service 5.9 SWOT Analysis 6 Conclusion & Recommendation 6.1 Conclusion 6.2 Recommendation Reference Appendix 70
Chapter -1
Introduction
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b) Secondary Objective: Beside the primary objective, there are some other objectives which are equally important. The prime objective of the study is to examine To come up with possible ways of improving service quality and efficiency that will lead to bring more customer satisfaction for Janata Bank Ltd. Analyze customer opinion regarding satisfaction through questioning customer. To assess the level of importance, the customer of Janata Bank put across various service attributes and also to determine how well Janata Bank is satisfying the customers on those service grounds and different service quality dimensions.
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2. Secondary data I have elaborated different types of secondary data in my research. Sources of secondary information can be defined as follows: Internal Sources Prior research report Group Business Principal manual Banks Annual Report External Sources Different books and periodicals related to the banking sector Internet Newspapers
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Chapter -2
Customer Service
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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.
Rather than a single definition, I think it is appropriate to provide several definitions because a single definition gives the impression that there can be only one, which is certainly not true.
Definition 1: Customer satisfaction is equivalent to making sure that product and service performance meets customer expectations.
Definition 2: Customer satisfaction is the perception of the customer that the outcome of a business transaction is equal to or greater than his/her expectation.
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An Assessment of Customer Satisfaction of Janata Bank Definition 3: Customer satisfaction occurs when acquisition of products and/or services provides a minimum negative departure from expectations when compared with other acquisitions.
management
of the
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.
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.
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c u s t o m e r focused business or those running call centers or help desks, need to keep informed about the latest customer 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.
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An Assessment of Customer Satisfaction of Janata Bank 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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An Assessment of Customer Satisfaction of Janata Bank Reliability Responsiveness Assurance Empathy Tangibles
Service Quality
Situational Factors
Product Quality
Customer Satisfaction
Customer Loyalty
Price
Personal Factors
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)
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An Assessment of Customer Satisfaction of Janata Bank 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.) Assurance: Inspiring Trust and Confidence
Assurance is the knowledge and courtesy of employees and their ability to convey trust and confidence. For high-risk service such as banking, insurance, medical, brokerage, and legal services, this aspect tends to be particularly significant. Companies need to gain trust and confidence in ord er to create trusting relationships with their customers. (Zeithaml, Bitner & Gremler 2009, 114.)
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Chapter -3
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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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1000.bangladesh. Authorized capital Paid up capital Reserve and retained earning Number of employees Number of branch Number of subsidiary website email Tk. 800 crore Tk. 497 crore Tk. 420 crore 11443 867 02 www.janatabank.org janata@ janatabank.org
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Company Mission:
To become a leading bank of Bangladesh. 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. We fuse 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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General Manager
(Operation)
(Loan Recovery)
Principal Officer
Senior Officer
Officers/Officers Cash
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particular
Long term
Entity Rating as Government Guaranteed Bank Entity Rating as Commercial Bank-2009 Outlook Date of rating declaration
AAA A
Stable 06/09/2010
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An Assessment of Customer Satisfaction of Janata Bank 6. Payment of Government primary school teachers salary 7. Payment of Honorarium to freedom fighters. 8. Payment of stipend for female students of secondary and higher secondary institutions 9. Payment of Govt. allowances to Bayaska, Bidava and Dostho Mohila. 10. Payment of stipend to primary students 11. Payment of stipend to Shishu Kallyan Trust in urban areas. 12. Maintain of BADC disbursement account with 200 branches 13. Payment of Food Procurement bills.
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
Rent
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Agro-based industries
Electronics
Frozen food
Gift item
leather goods
Jute goods
Textile industry
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Wheat
Rice
Suger
Milk Food
Edible Oil
Oil Seeds
Fruits
Spices
Raw Cotton
Cotton Yarn
Textile Fabrics
Pharmaceuticals R.M
Chemicals
Parts
Cement
Motor Vehicle
Electronic Component
Fertilizer
Scrap Vessels
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Fashion item
Leather goods
Stationery goods
Orchid
Gift item
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Portfolio Management : 1% per annum with a minimum charge of Tk. 500.00 Mode of Service Charge : Quarterly Financial/Portfolio Statement Charge :Tk. 10.00 per statement Terms & Conditions : Charges, fees etc. may change from
Time to time at the discretion of Janata Bank Limited.
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An Assessment of Customer Satisfaction of Janata Bank Probashi Remittance Card: The Probashi Remittance Card is a prepaid card that provides customer immediate access to their pay. The cardholder or beneficiaries can use the card at any Electro ways ATM or pay for purchases at the point-of-sale, pay bills and transfer funds to their loved ones ! Like other prepaid payment products, the Probashi Card can be used every places where Electro ways logos are accepted. The cardholders also can receive a monthly statement and can obtain account information at ATMs and POS terminals or by calling the customer care number. Instant payment No minimum balance requirement Can be used at any Electro ways enabled POS or ATM Access to money anytime
Balance inquiry facility available via ATMs and POS 24 hour call centre assistance (coming soon) SMS alerts every reload Monthly statements via email (coming soon) Easy process of replacement of lost card
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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 made are detailed on monthly electronic or printed account statements.
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: Spot Cash remittance for both account holders and non-account holders Instant SMS notifications after successful processing of transactions 2. Improved remittance delivery options for remitters to choose from and to make it easier for beneficiaries to collect their funds 3. Significantly reduced processing costs due to automation of all remittance-related tasks 4. Improved business process management due to business-critical information being instantly available to the right staff member at the right branch 5. Empowered business users who can tend to a multitude of customers in a highly effective and efficient manner 6. Rapidly increasing ROI through rapid execution of various remittance operations, tasks and activities
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Chapter -5
Customers Importance & Level of Satisfaction
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5.1 Reliability:
Aspects relating to reliability dimension of service quality were asked in 3 different questions. These questions are as follows: 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 5 4 3 2 1 Satisfaction Percentage (%) 2% 20% 60% 18% 0%
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Chart-1: Provides services within the time promised. Q2: Employees give appropriate solution to problems. It is one of the most vital parts of the reliability. Customer always tries to get appropriate solution to problem. The respondents placed a high importance in this characteristic of the service. The majority of the respondents are 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.
Satisfaction Score 5 4 3 2 1
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An Assessment of Customer Satisfaction of Janata Bank 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.
Satisfaction Score 5 4 3 2 1
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5.2 Responsiveness:
Three attributes were grouped in this dimension and the respondents were asked to express their opinion. Results are various aspects are shown below: Q1: Employee gives you prompt service. An extremely high percentage of 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: Table 4: Employee gives you prompt service.
Satisfaction Score 5 4 3 2 1 Satisfaction Percentage (%) 2% 40% 30% 28% 0%
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An Assessment of Customer Satisfaction of Janata Bank 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 with this statement. The results are as follows: Table 5: Employees are always willing to help.
Satisfaction Score 5 4 3 2 1 Satisfaction Percentage (%) 10% 40% 25% 20% 0%
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An Assessment of Customer Satisfaction of Janata Bank Q3: Employee always searches for solution. 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. Satisfaction Score
5 4 3 2 1
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5.3 Assurance:
Aspects relating to assurance dimension of service quality where asked three different 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.
Satisfaction Score 5 4 3 2 1 Satisfaction Percentage (%) 0% 32% 40% 25% 3%
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An Assessment of Customer Satisfaction of Janata Bank 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 this statement. The results are as follows: Table 8: You feel safe in your transactions with Janata Bank.
Satisfaction Score 5 4 3 2 1
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An Assessment of Customer Satisfaction of Janata Bank Chart-9: Janata Bank gives attention to every individual Q2: Employees of Janata Bank understands your specific needs Most of the respondents were in indifferent while expressing their satisfaction towards this aspect. In this attribute satisfaction percentage is not much higher. 25% customers are satisfied, 55% customers are indifferent, and 20% customers are disagreeing with this statement.
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Q3: Janata Bank has your best interest at hearts 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, 48% customers are indifferent, 15% customers are disagreeing with this statement and 5% customers are highly disagreeing with this statement. Table 11: Janata Bank has your best interest at hearts
Satisfaction Score 5 4 3 2 1 Satisfaction Percentage (%) 0% 32% 48% 15% 5%
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5.5 Tangibles
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: Q1: Janata Bank has visually appealing facilities Most of the respondents were in indifferent while expressing their satisfaction towards this aspect. In this attribute satisfaction percentage is not much higher. 25% customers are 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
Satisfaction Score 5 4 3 2 1 Satisfaction Percentage (%) 0% 25% 45% 22% 8%
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An Assessment of Customer Satisfaction of Janata Bank 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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Q3: Statements are easily understood, reliable and accurate This attribute was also found to be another one of the most important ones. In this 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 statement.
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Q4: Janata Bank has modern equipment and technology that better satisfy your needs This attribute was also found to be another one of the most important ones. In this attribute dissatisfaction percentage is much higher. 25% customers are indifferent, 35% customers are disagreeing with this statement and 40% customers are highly disagreeing with this statement.
Table 15: Janata Bank has modern equipment and technology that better satisfy your needs
Satisfaction Score 5 4 3 2 1 Satisfaction Percentage (%) 0% 0% 25% 35% 40%
Chart-15: Janata Bank has modern equipment and technology that better satisfy your needs
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Table 16: Janata Bank has strong brand name and reputation
Satisfaction Score 5 4 3 2 1 Satisfaction Percentage (%) 0% 28% 52% 20% 0%
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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. Table 17: Janata Bank has sufficient ATM booths
Satisfaction Score 5 4 3 2 1 Satisfaction Percentage (%) 0% 15% 25% 35% 25%
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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.
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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. Table 19: Janata Bank gives average bank service and facilities
Satisfaction Score 5 4 3 2 1 Satisfaction Percentage (%) 15% 42% 28% 20% 0%
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Chart- 19: Janata Bank gives average bank service and facilities
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An Assessment of Customer Satisfaction of Janata Bank The customers have to pay charge to get second copy of bank statement. If it is for last six months then the bank provides it instantly, but they seek for more than six months, statements are delivered on after two or three days. Most of the customers feel safe in transactions with Janata Bank. So that it is one of the most vital or strong part for Janata Bank.
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An Assessment of Customer Satisfaction of Janata Bank 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: Individual attention Safety of transactions with Janata Bank Reliability and accuracy of the statements 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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An Assessment of Customer Satisfaction of Janata Bank 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.
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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:
Large number of customers Location of the branches Professionalism of the employees Rates on savings
Weakness: Some weaknesses of the bank were pointed out in the survey, which had low satisfaction scores and were somewhat less important to customers. But in order to improve overall satisfaction these attributes should be considered.
Slow decision making due to large hierarchy Solution searching tendency of employees Location of the ATMs Willingness to help
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An Assessment of Customer Satisfaction of Janata Bank Opportunities: Opportunities are the ones that hold bright prospects for Janata Bank Ltd. identifying that where it should build its strength. These opportunities are:
Reliability of the statement Fees and service charges Location of the branch Savings service
Threats: Threats are ones that represent danger for the bank in its future growth and are responsible for the downgrading of customer satisfaction. Some of the threats are:
Location of the ATMs Technology of bank phone banking service neatness of employees Friendliness of employees
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6.1 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
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6.2 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: Use of Marketing Research Focus on relationship strategic Clarity of the statements Available the ATM booths Reconsider interest rate and savings These are all about the recommendation provided based on survey and my personal experiences of internship in Janata Bank. By following these recommendations Janata Bank would be able to build up a strong platform of satisfied customers.
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References
1. 2. 3. 4.
http://www.janatabank-bd.com/ http://en.wikipedia.org/wiki/Janata_Bank
http://www.experiencefestival.com/customer_service
Book Study from Marketing Management(Philip kotler),Eleventh Edition
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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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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 better satisfy your needs ?
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