INTERNSHIP REPORT on Customer Satisfaction of Janata Bank

[AN ASSESSMENT OF CUSTOMER SATISFACTION OF JANATA BANK]

An Assessment of Customer Satisfaction of Janata Bank

INTERNSHIP REPORT

AN ASSESSMENT OF CUSTOMER SATISFACTION OF JANATA BANK Submitted to: Dr. Masudur Rahman Associate Professor Department of Marketing University of Dhaka

Submitted By Md. Rabbi Hasan BBA th

Program, 13 Batch Roll: 12, Sec-B

2

An Assessment of Customer Satisfaction of Janata Bank Department of Marketing University of Dhaka

Letter of Submission September 10, 2011 Dr. Masudur Rahman Associate Professor Department of Marketing University of Dhaka

Sub: Submission of internship Report.

Dear Sir, I am writing in connection with the internship report naming “AN ASSESSMENT OF CUSTOMER SATISFACTION OF JANATA BANK, Mirpur Branch, Dhaka. Under the state of the report, I have been given relevant information from the employees of JANATA Bank Ltd. for collecting primary data. i also have gone through various publications relating with Janata Bank Ltd. and its operation. This report provides me an insight on the customer service department of Janata Bank. In this report I have tried to find out some problem areas related to customer satisfaction of Janata Bank Ltd. and tried to find out some possible solutions to those particular problems. I have enjoyed the preparation of the report because it provides me with the chance to put my theoretical knowledge in a real life situation. If you need any kind of further information I will be glad to provide accordingly. I therefore pray & hope that you would be kind enough to me in accepting this report and oblige thereby. Sincerely yours

MD. Rabbi Hasan BBA Program, 13th Batch Roll: 12, Sec-B

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An Assessment of Customer Satisfaction of Janata Bank Department of Marketing University of Dhaka

ACKNOWLEDGEMENT All praise is to the one to one to whom all dignity, honor and glory are due, the unique with perfect 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.

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

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An Assessment of Customer Satisfaction of Janata Bank

Executive Summary

Now the banks constitute the core of the country’s organized financial system in Bangladesh. Banks are now-a-days the most trusted financial organizations to the people all over the world and they satisfied their customer by offering Different banking services. Ensuring the maximum level of customer satisfaction is an aim for each financial institution. As a result the customer expectations about the service quality of Janata Bank always remain medium. I got the opportunity of getting important information from the employees of this bank that help me to prepare this project paper. Janata Bank Limited, a leading commercial bank with 867 outlets strategically located in almost all the commercial areas throughout Bangladesh, overseas Exchange Houses and hundreds of overseas Correspondents, came into being as a Public Limited Company on May 17, 2007 with a view to take over the business, assets, liabilities, rights and obligations of the Janata Bank which emerged as a nationalized commercial bank in 1972 immediately after the emergence of Bangladesh as an independent state. The objective of the report is to assess the level of importance, the customer of Janata Bank put across various service attributes and also to determine how well Janata Bank is satisfying the customer of those service grounds and different service quality dimensions. The survey is conducted on 100 respondents (sample) those represent the total general customers segment. Customer had to mark the level of importance that they perceive about a particular service attribute’s quality. The survey data is then analyzed with the help of statistical tools like weighted average mean and simple arithmetic mean. The survey outcome is not highly satisfactory. Customers are highly dissatisfied with the service quality of ATM’s because of the less number of ATM’s. By increasing the numbers of ATM’s, constructing the new branches, employees training, introducing locker service, personalize caring, implementing charges Janata Bank can improve its service quality. Janata Bank should attract the dissatisfied customer in order to bring them to positive side of the road strong relationship with the customers can be maintained.

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An Assessment of Customer Satisfaction of Janata Bank

Table of Content Chapter 1

Title Introduction

Page No 9

1.1 Introduction of the Topic 1.2 Objectives of the Study 1.3 Scope of the Study 1.4 Methodology of the Study 1.4.1 Type of Research 1.4.2 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

16

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

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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

25

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.

33

4.1 Agency Service 4.2 Locker Service 4.3 Evening Banking Service 4.4 Financial Service 4.4.1 Import Finance 4.4.1 Export Finance 4.5 Merchant Banking Operation 4.6 Foreign Remittance 4.7 Remit ONE Money Transfer Management Solution 4.8 Future Plan 5

Customer Satisfaction and Level of Importance at Janata Bank

44

5.1 Reliability 5.2 Responsiveness 5.3 Assurance

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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

70

6.1 Conclusion 6.2 Recommendation Reference Appendix

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An Assessment of Customer Satisfaction of Janata Bank

Chapter -1

Introduction

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An Assessment of Customer Satisfaction of Janata Bank

1.1 Introduction of the topic 1.2 Objective of the Study The objectives of the study are mentioned as beneath: a) Primary Objective: Primary objective of the report is fulfilling the course requirement for Completion of the degree of BBA program at Department Of Markeitng Under University Of Dhaka.

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An Assessment of Customer Satisfaction of Janata Bank

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.

1.3 Scope of the study As a student of BBA, 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: Customer Service and Satisfaction of Janata Bank Ltd. 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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An Assessment of Customer Satisfaction of Janata Bank

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. Exploratory Research Exploratory research is a type of research conducted for a problem that has not been clearly defined. Exploratory research helps determine the best research design, data 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 Customer’s of Janata Bank Ltd.

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An Assessment of Customer Satisfaction of Janata Bank

1.4.4 Sources of Information 1. Primary Data I have collected primary data by variety of ways, first of all by interviewing employees of Janata Bank Ltd. and directly communicating with the customers. I have also conducted a 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: Face to face conversation with the employees. By interviewing customers of Janata Bank.

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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An Assessment of Customer Satisfaction of Janata Bank

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. Method For 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. Size In this research phase I selected a group of 100 people

1.4.7 Data analysis and Findings The analysis of collected data is completed with the help of the statistical tools. The response of the survey including the level of importance and the customer’s 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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An Assessment of Customer Satisfaction of Janata Bank

1.5 Limitation of the report Time frame of the research was very limited. The actual survey was done with in a month. Large scale research was not possible due to constraints and restriction posed by the organization. Part of organizational culture was written from individual’s perception and may vary from person to person. Getting relevant papers and documents were strictly prohibited.

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An Assessment of Customer Satisfaction of Janata Bank

Chapter -2

Customer Service

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An Assessment of Customer Satisfaction of Janata Bank

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.

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.

2.3 The Need to Measure Customer Satisfaction The word "satisfied" itself had a number of different meanings for respondents, which can be split into the broad themes of contentment/happiness, relief, achieving aims, and achieving aims and happy with outcome and the fact that they did not encounter any hassle.

In the era of the globalization, companies

is more concerned

about Customer

management

Satisfaction,

of the

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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An Assessment of Customer Satisfaction of Janata Bank

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 w o r k i n g w i t h i n

c u s t o m e r focused business or those running call centers or help desks, need to keep informed about the latest customer 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 – Expressed 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. Supplier’s performance against these requirements is most of the items directly measurable. Implied: Customer Expectations are not written or spoken but are the ones the customer would ‘expect’ the supplier to meet nevertheless. For example, a customer would expect the service 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 customer’s priorities, improved quality of service provided by competitors are just a few examples.

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An Assessment of Customer Satisfaction of Janata Bank

2.6 Customer Satisfaction Dimension Customer Satisfaction is measured across various parameters. There are parameters and sub parameters (some enumerated below). Sales Experience Level of product Knowledge with Sales staff Timeliness and quality of response to customer queries on product. Level of understanding of customer’s needs and unique perspective. Availability and quality of brochures, sales material. Presentation, communication and mannerism of sales person. Project of honesty and trustworthiness. Product Delivery Experience Timeliness of product delivery Sharing of status while work-in-progress Quality and sophistication of delivery/product pack Behavior and mannerism of delivery staff. Level of congruence between what was sold and what was delivered. Product Experience Level of product quality vis-à-vis expectation. Level of need fulfillment vis-à-vis expected Product Servicing Timeliness of product servicing Quality of product servicing Cost of product servicing Mannerism and conduct of servicing staff

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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.

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 customer’s perception of reliability, assurance, responsiveness, empathy and tangibles. Whereas customer satisfaction is more inclusive and perceived according to service quality, product quality, price, situational factors and personal factors. (Zeithaml, Bitner & Gremler, 2009, 103.)

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An Assessment of Customer Satisfaction of Janata Bank Reliability Responsiveness

Service Quality

Situational Factors

Assurance Empathy Tangibles

Product Quality

Price

Customer Satisfaction

Customer Loyalty

Personal Factors

Figure: Service Quality and satisfaction

2.8 Service Quality Dimension (SERVQUAL) The SERVQUAL model is a widely accepted model of determining and expressing the customer 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)

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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 customer’s point of view to deliver service and handle requests in order to excel on this dimension. (Zeithaml, Bitner & Gremler 2009, 114.) Assurance: Inspiring Trust and Confidence

Assurance is the knowledge and courtesy of employees and their ability to convey trust and confidence. For high-risk service such as banking, insurance, medical, brokerage, and legal services, this aspect tends to be particularly significant. Companies need to gain trust and confidence in ord er to create trusting relationships with their customers. (Zeithaml, Bitner & Gremler 2009, 114.)

Empathy: Treating Customers as Individuals Empathy is the provision of caring individualized attention to customers. The core idea is to prove customers that they are cared and understood through personalized or customized service, as they are special and important for firms. Small firms are often able to reflect their personal knowledge of customer requirements and preferences and build relationships with their customers so that small firms tend to be more advantageous when competing with larger firms in this dimension. (Zeithaml, Bitner & Gremler 2009, 114-115.) This attribute

demands

customization

service

process.

Aspects

like individual

attention,

understanding customer’s needs and interests were categorized in this section.

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An Assessment of Customer Satisfaction of Janata Bank 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.)

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An Assessment of Customer Satisfaction of Janata Bank

Chapter -3

Overview of the Organization

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An Assessment of Customer Satisfaction of Janata Bank

3.1 Historical Background: Janata Bank Limited, a leading commercial bank with 867 outlets strategically located in almost all the commercial areas throughout Bangladesh, overseas Exchange Houses and hundreds of overseas Correspondents, came into being as a Public Limited Company on May 17, 2007 with a view to take over the business, assets, 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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An Assessment of Customer Satisfaction of Janata Bank

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 provides prompt services like issuing:  Demand Draft  Telegraphic Transfer  Pay Order  bills collection  clearing The Bank provides the following account facilities:  Current/Savings/STD account  FDR account  Advance account  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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An Assessment of Customer Satisfaction of Janata Bank

3.3 Organizational Overview: Name of the company

Janata Bank ltd.

chairman

Khondokar bazlul haque,phd

Managing director

Syed abu naser bukhtear ahmed, B.Sc,MBA

Company secretary

MD. Ekramul Hakim

Legal status

Public limited company

Date of incorporation

17 may 2007

Registered office

9d

dilkusha

commercial

area,

Dhaka-

1000.bangladesh. Authorized capital

Tk. 800 crore

Paid up capital

Tk. 497 crore

Reserve and retained earning

Tk. 420 crore

Number of employees

11443

Number of branch

867

Number of subsidiary

02

website

www.janatabank.org

email

janata@ janatabank.org

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An Assessment of Customer Satisfaction of Janata Bank

3.4 Company Mission & Vision

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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An Assessment of Customer Satisfaction of Janata Bank

3.5 Organizational Hierarchy: Chairman

Managing Director & CEO (Human Resource Division)

General Manager

Deputy Managing Director

(Operation)

(Loan Recovery)

Assist. Managing Director (Principal Branch)

Senior Principal Officer

Principal Officer

Senior Officer

Officers/Officers Cash

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An Assessment of Customer Satisfaction of Janata Bank

3.6 Business Challenge Janata Bank wanted to streamline their remittance operations and improve customer service. To achieve these objectives, they had to address four major challenges: Previously, most money transfers were processed manually across Janata Bank’s remittance 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. Janata Bank wanted to be able to communicate and collaborate information accurately, rapidly and reliably among their 867 branches. They wanted to ensure that the right information is delivered to the right branch at the right time using advanced auto-routing features. Some Janata Bank branches could expect up to 2,000 customers on certain days, making it very difficult for their staff to serve them. Janata Bank wanted to empower their staff to help customers as effectively as possible. Janata Bank wanted to have a sophisticated money transfer management system that could be easily used by their 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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An Assessment of Customer Satisfaction of Janata Bank

3.7 Credit Rating: Credit Rating Information and Services Limited (CRISL) assigns AAA (Triple A) rating to Janata Bank in the long run and ST-1 in the short term. The above has been done in consideration of the guarantee of the Government of the People’s 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 People’s 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.

Credit rating by CRISL

particular

Entity Rating as Government Guaranteed Bank Entity Rating as Commercial

Long

Short

term

term

AAA

ST-1

A

ST-2

Bank-2009 Outlook Date of rating declaration

Stable 06/09/2010

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An Assessment of Customer Satisfaction of Janata Bank

Chapter -4 Services Provided by Janata Bank

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An Assessment of Customer Satisfaction of Janata Bank

4.1 Agency Services: Janata Bank Limited, being a state owned Bank, has both commercial commitment to its clients and societal commitment to the 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 : Telephone bills of T &T Authority without service charges Grameen Phone bills of Grameen Phone Ltd. with service charge & other charges Electric bill of REB without service charges Electric bills of DESA without service charges Electric bill of PDB without service charges Electric bill of DESCO without service charges Bills of Railways without service charges Gas bill of Titas Gas, T& D Co. ltd without service charges Gas bill of Bakhrabad Gas Co. ltd without service charges Bill of Oil-bill of Meghna Petrolium Co. Ltd. 2. Sale/encashment of Saving Certificates 3. Sale/Purchase of Prize bonds 4. Payment of Army/civil pension 5. Payment of non-government primary /secondary school/college /Madrasha teachers benefit (government portion)

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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.

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

Custody of Locker / Safe

Rent

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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An Assessment of Customer Satisfaction of Janata Bank

4.4 Financial Service: The Bank offers financing on easy terms to the following "Thrust Sectors":

Agro-based industries

Artificial flower Product

Gift item

Jewelry and Diamond

Textile industry

Computer Software & IT

Frozen food

leather goods

Silk worm cultivation

Electronics

Export oriented nontraditional agro product

Jute goods

Stuffed toys (except RMG)

Oil & Gas

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An Assessment of Customer Satisfaction of Janata Bank

4.4.1 Import Finance: With assistance from about 400 overseas correspondents, Janata Bank Limited, through 40 Authorized Dealer Branches, has been financing full range import business of a lot of Importers who are Bank's clients.

Wheat

Milk Food

Fruits

Cotton Yarn

Drugs & Medicine

Cement

Petrol, Oil & Lubricant (POL)

Rice

Suger

Edible Oil

Oil Seeds

Spices

Raw Cotton

Textile Fabrics

Chemicals

Motor Vehicle

Fertilizer

Pharmaceuticals R.M

Parts

Electronic Component

Scrap Vessels

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An Assessment of Customer Satisfaction of Janata Bank

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: Pre-Shipment and Post-Shipment Finance. Discount/Concession rate of interest for exports Finance. Back-to-Back L/C facility under bonded Warehouse system. Sight L/C under Export Development Fund (EDF). Interest bearing and non-interest bearing Exporter's retention Quota A/C. Export Incentive Program. Financing industries of 100% foreign investment or of Joint Venture at Export Processing Zones Obtaining EEF (Equity & Entrepreneurship Fund) from Government through Bangladesh Bank for building up Entrepreneurs' Equity. Providing services to the exporters by the Bank's own logistical supports like SWIFT, Reuters Service, Internet, and Fax etc. Scope of Further Expansion:

Software and Data entry

Fashion item

Orchid

Dry & Dehydrated fish

Leather goods

Gift item

Toys and luggage

Stationery goods

Bamboo & wooden furniture

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An Assessment of Customer Satisfaction of Janata Bank

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: Bank's discretionary portfolio account. Investor's discretion portfolio management scheme for high net worth investors. Profit loss sharing portfolio management scheme (subject to approval of SEC). Interest, Fees, Commission etc: Cost of account opening form :Tk. 25.00 Initial Documentation Charge :Tk. 500.00 Brokerage Commission: 0.50% on the value of traded securities. Interest on Margin Loan: Interest Rate : 13.00% per annum Mode of charging interest : Quarterly

39

An Assessment of Customer Satisfaction of Janata Bank Service Charge

Portfolio Management : 1% per annum with a minimum charge of Tk. 500.00 Mode of Service Charge : Quarterly Financial/Portfolio Statement Charge :Tk. 10.00 per statement Terms & Conditions : Charges, fees etc. may change from Time to time at the discretion of Janata Bank Limited.

4.6 Foreign Remittance: Janata Bank Limited gives top priority in handling remittance from Bangladeshi Wage Earners working abroad. We have made arrangement to ensure crediting the remitted amount to the beneficiary's A/C within 72 hours from the time our Back Office in Dhaka receives Credit Advice. You may open NFCD Account in any of our Authorized Dealer (AD) Branches in Bangladesh. You may also collect Forms from Bangladesh Missions abroad and send your application to us for opening NFCD Account. Facilities of NFCD Account: Your money will always be in foreign currency of your choice You can withdraw and transfer both interest and principal in foreign currency You will enjoy many privileges Government has declared for expatriate Bangladeshis who send their money through banking channels You can also convert your foreign currency into Taka

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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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An Assessment of Customer Satisfaction of Janata Bank

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 beneficiary’s 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.

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: 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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An Assessment of Customer Satisfaction of Janata Bank

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.

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An Assessment of Customer Satisfaction of Janata Bank

Chapter -5 Customer’s Importance & Level of Satisfaction

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An Assessment of Customer Satisfaction of Janata Bank

5.0 Customer’s Importance & Level of Satisfaction: Customers importance and level of satisfaction 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: 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%

Provides services within t he time promised. 60% 50% 40% 30%

Percentage

20% 10% 0%

45 Sc ore 5

Score 4

Score 3

Score 2

Score 1

An Assessment of Customer Satisfaction of Janata Bank

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

Satisfaction Percentage (%)

5

0%

4

15%

3

40%

2

45%

1

0%

Chart-2: Employees give appropriate solution to problems.

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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

Satisfaction Percentage (%)

5

5%

4

25%

3

40%

2

30%

1

0%

Chart-3: Errors and mistakes correctly promptly.

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An Assessment of Customer Satisfaction of Janata Bank

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

Satisfaction Percentage (%)

5

2%

4

40%

3

30%

2

28%

1

0%

Chart-4: Employee gives you prompt service.

48

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

Satisfaction Percentage (%)

5

10%

4

40%

3

25%

2

20%

1

0%

Chart-5: Employees are always willing to help.

49

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

Satisfaction Percentage (%)

5

0%

4

35%

3

40%

2

20%

1

5%

Chart-6: Employee always searches for solution.

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An Assessment of Customer Satisfaction of Janata Bank

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

Satisfaction Percentage (%)

5

0%

4

32%

3

40%

2

25%

1

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 respondent’s positive with this statement. The results are as follows: Table 8: You feel safe in your transactions with Janata Bank.

Satisfaction Score

Satisfaction Percentage (%)

5

25%

4

45%

3

30%

2

0%

1

0%

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

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An Assessment of Customer Satisfaction of 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 Most of the respondents were in indifferent while expressing their satisfaction towards this 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.

Table 9: Janata Bank gives attention to every individual Satisfaction Score

Satisfaction Percentage (%)

5

0%

4

20%

3

42%

2

30%

1

8%

53

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.

Table 10: Employees of Janata Bank understands your specific needs Satisfaction Score

Satisfaction Percentage (%)

5

0%

4

25%

3

55%

2

20%

1

0%

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

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An Assessment of Customer Satisfaction of Janata Bank

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

Satisfaction Percentage (%)

5

0%

4

32%

3

48%

2

15%

1

5%

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

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An Assessment of Customer Satisfaction of Janata Bank

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

Satisfaction Percentage (%)

5

0%

4

25%

3

45%

2

22%

1

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 respondent’s positive with this statement. The results are as follows:

Table 13: Janata Bank has convenient hours of operation Satisfaction Score

Satisfaction Percentage (%)

5

0%

4

44%

3

30%

2

26%

1

0%

Chart-13: Janata Bank has convenient hours of operation

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An Assessment of Customer Satisfaction of Janata Bank

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.

Table 14: Statements are easily understood, reliable and accurate Satisfaction Score

Satisfaction Percentage (%)

5

10%

4

55%

3

15%

2

8%

1

2%

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

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An Assessment of Customer Satisfaction of Janata Bank

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

Satisfaction Percentage (%)

5

0%

4

0%

3

25%

2

35%

1

40%

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

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An Assessment of Customer Satisfaction of Janata Bank

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. 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 Satisfaction Score

Satisfaction Percentage (%)

5

0%

4

28%

3

52%

2

20%

1

0%

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An Assessment of Customer Satisfaction of Janata Bank

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. Table 17: Janata Bank has sufficient ATM booths Satisfaction Score

Satisfaction Percentage (%)

5

0%

4

15%

3

25%

2

35%

1

25%

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An Assessment of Customer Satisfaction of Janata Bank

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.

Table 18: Janata Bank has suitable branch location Satisfaction Score

Satisfaction Percentage (%)

5

25%

4

45%

3

20%

2

10%

1

0%

62

An Assessment of Customer Satisfaction of Janata Bank

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. Table 19: Janata Bank gives average bank service and facilities Satisfaction Score

Satisfaction Percentage (%)

5

15%

4

42%

3

28%

2

20%

1

0%

63

An Assessment of Customer Satisfaction of Janata Bank

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 were revealed from the observation during the three months of period. Such facts reflex the customer’s expectation regarding the service provided by the bank. Such facts are as follows: Though the ATM machines are latest in technology but every the customers are coming up with complaints regarding the ATM booths are not available in different area. Quality of service is the most important part of the Janata Bank. But they do not give quality full service. So it is very necessary to improve their service quality. Janata Bank does not use modern equipment and technology that better satisfy customers needs Janata Bank does not give individual attention to the customer

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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.

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 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.

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: Speed of Service Locations of ATM’s Friendliness & courtesy of the employees Promptness of error correction Location of the branches

65

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.

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: Promptness of error correction Location of the branches Professionalism of the employees Reliability and accuracy of the statements Thus the above attributes were only very few compared to the list of highly important 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: Speed of Service Locations of ATM’s 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

66

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.

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: Safety with Janata Bank Reliability and Accuracy of statement Cleanliness of the premises Friendliness and courtesy of employees Location of the branch Professionalism of the employees So these were the attributes that resemble strength of service provided by Janata Bank services, 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: ATM booth service willingness to help Janata Bank has best interest of the customer Searching for solution Clarity of the statements

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An Assessment of Customer Satisfaction of Janata Bank

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:

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 ATM’s 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 ATM’s Technology of bank phone banking service neatness of employees Friendliness of employees

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An Assessment of Customer Satisfaction of Janata Bank

Chapter -6 Conclusion & Recommendation

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An Assessment of Customer Satisfaction of Janata Bank

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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An Assessment of Customer Satisfaction of Janata Bank

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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An Assessment of Customer Satisfaction of Janata Bank

References 1.

http://www.janatabank-bd.com/

2. 3. 4.

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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An Assessment of Customer Satisfaction of Janata Bank

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 ?

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 ?

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An Assessment of Customer Satisfaction of Janata Bank

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 ?

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 ?

75