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Internship Report

on

Customer Satisfaction of Janata Bank

Limited: A study on UGC Branch

Submitted By:

S.M. Abdullah Al Feroj

BBA ID# 021111072


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Introduction

Banking Industry is one of the most promisingindustries of our country. The importance of the sector

revealed through its contribution in the economic growth

of the country. Banking Industry is moving towards

rapid changes due to technological innovation anddiversified needs of its customers. Banks are becoming

more customers oriented and offer High tech customized

products to its target market to hold the market


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Objectives of the Report:

The primary objectives of the report are:

To fulfill the partial requirement of the internship program as a full credit

subject of the BBA program.

The secon:dary objectives of the report are as

follows: Get introduced with the idea of" Customer satisfaction" in Janata Bank

Ltd.

Introduce with the Bank service quality assessment tools.

To know the expectations of customers of JANATA Bank.

To know about the Retail Product and promotion techniques of

JANATA Bank ltd.

To Know the JANATA Bank position in the Market.

To know the study's and conditions of overall performance.


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To make some recommendations and conclusion to further the developmentof Retail products of JANATA Bank Ltd.

To describe the customer service process of Janata Bank Ltd.

To analyze the barriers faced by the banks in Bangladesh.

To suggest a supportive role in the progress of banking system in financial

sector.

To know about the objectives and planning of JBL.

To identify whether all process are perfectly and effectively practiced or

not.

To find out the sectors in which such types of problems exist.

To identify the major strength and weakness of Janata Bank Limited in

respect to other banks.

To make an opinion on the reports.


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Sources

PrimarySources:1.Personal observation

2.Discussion with bank's officers

3.Desk work different section/division

4.Survey researchSecondary Sources:

1.Different statements of bank

2.Annual report of JANATA Bank Limited

3.Consultation of related books and publications4.Vouchers, leaflets, Product files, of the bank

5.Files, balance sheet and various documents of JANATA Bank Limited

6.Relevant books and references.


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Methodology of the Study

Research Design

I have followed descriptive studies and partially causal

studies. It is descriptive studies because I covered the

financial aspects of JBL and causal studies because through

more advertising and campaign sells of the products of

Janata Bank Limited would be increased.

Data Analysis Method:I have analyzed the data to find out the

required information. I have used necessary number of table, chart,

and graph to present the report..

Quantitative data and based on this data analysis the final report is

prepared.

Instruments are used: a) Questionnaire.

b) Interview.


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Literature Review of customer

SatisfactionCustomer Satisfaction

Customer Service: Customer Service is the set of behavior that a businessundertakes during its interaction with its customers

Satisfaction: Satisfaction means the contentment one feels when one hasfulfilled a desire, need or expectations.

Customer Satisfaction: Customer satisfaction is equivalent to making surethat product and service performance meets customer expectations.

The Need to Measure Customer Satisfaction

In the era of the globalization, management of the companies is moreconcerned about Customer Satisfaction, which leads to profitability.

Customers are viewed as a group whose satisfaction with the enterprisemust be incorporated in strategic planning efforts.With betterunderstanding of customers' perceptions, companies can determine theactions required to meet the customers' needs. They can identify their ownstrengths and weaknesses, where they stand in comparison to theircompetitors, chart out path future progress and improvement


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Benefits of Customer Satisfaction

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

business issue as organization realize the benefits of Customer Relationship

Management (CRM) for providing effective customer service. Professionals working

within customer focused business or those running call centers or help desks, need to

keep informed about the latest customer satisfaction techniques for running a

valuable customer service function. What Do Customers Want?

We need to know what our customers expect from the products and services we

provide.Customer expectations have two types

Expressed

Implied


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Customer Satisfaction Dimension: Sales Experience

Product Delivery Experience

Product Experience

Product Servicing

Relationship experience

Complaint resolution / Grievance Handling Collection Experience

Defining Service Quality and Satisfaction :satisfaction is a wide and broadconcept in general, service quality has specific attributes of the service itself

Reliability

Responsiveness

Assurance

Empathy

Tangibles


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Analysis of Customer Satisfaction

A SURVEY ON CUSTOMER SATISFACTION:

Research approach:

We have surveyed on the people of different occupation.we have surveyed on both

high and middle class people. So I have tried my best to go through most of the

places.

Contact Method : I have contacted to the persons individually with aquestionnaires. Than I gave them both close-ended questions and open-endedquestions. Most of the person gave answer of my entire question

Sample Design:

Sample design consists of three parts-

1. Sample size

2. Sampling frame

3. Sample technique


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Descriptive Analysis:

What qualities of this Bank satisfy most?

Figure 1: Qualities of this Bank satisfy

Interpretation: 20.8% respondents told good services satisfy those most. 22.9% told about profit rate,

35.4% told about good behavior. Though profit rate is very important for a bank, we cannot ignore

good behavior, good service and swift service option.

20.8

22.9

35.4

18.8

2.1

Good Service

Profit Rate

Good Behavior of theemployees

Swift Service

Others


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Do you think customer service providers of this Bank are efficient?

Figure 2: Customer Service providers of this Bank

Interpretation: 70.8% respondents agreed that customer service provider of this bank

are efficient. So, we can tell this service providers provide good service to the

customer. For this reason, customers of this bank are happy for the service.

70.8

29.2

100

AgreeNo comment

Total


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3.Do you think JBL of UGC Branch provide better security?

Figure 3:UGC Branch provide better security

Interpretation: 70.8% respondents agreed that JBL provide better security and 29.2% respondents

no command about this.

70.8

29.2

100

Agree

No comment

Total


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If you use banks website, how would you rate the website with respect to relevant anduseful content?

Figure 4: Uses of Bank Website

Interpretation:64.58% respondents are never use with the website. Average user is6.25%

respondents, 25% respondents below average and 4.17% respondents poor position.

0

10

20

30

40

50

60

70

Excellent Good Average BelowAverage Poor Never Use

0 0

6.25

25

4.17

64.58


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What is your opinion regarding banks overall current service level?

Figure 5: Banks overall current service level

Interpretation: 12.5% of represents said banks overall current service level is

Excellent, 43.75% said good, 39.58% said average and 4.17% said banks overall

current service level is below average

0

5

10

15

20

25

30

35

40

45

Excellent Good Average Below Average Poor

12.5

43.75

39.58

4.17

0


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Are you satisfied with the special schemes of JBL?

Figure 6: Satisfied using special schemes of JBL

Interpretation: 47.9% of respondents tell they are satisfied with the special schemes

of this bank. 8.3% are unsatisfied an 43.8% of respondents do not use this scheme.

47.9

8.3

43.8 Yes

No

Not Applicable


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Do you think you receive proper service as per desire?

Figure 7: Receive proper service as per desire

Interpretation: 95.8% of respondents have agreed that they get proper service as per desire.

0

10

20

30

40

50

6070

80

90

100

Yes No

95.8

4.2


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Did you face any problem in the bank?

Figure 8: Did you face any problem in this bank

Interpretation: 25% of the respondents faced problem in this branch. 75% of the respondents

did not face any problem

25%

75%

Yes No


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If yes, what is the problem?

Figure 9: What is the problem?

Interpretation: 8.3% of the respondents faced time consuming problem, 6.3% faced

problem of poor service, 8.3% told about lack of facilities and 75% of respondents

did not face any problem.

0

10

20

30

40

50

60

70

80

Poor Service Lack of facilities

Other No Answer

6.3 8.32.1

75

Series1


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10.If you contacted JBL by phone, email of postal service did you receive acourteous and timely response?

Figure 10: Customer care facilities of JBL

Interpretation: 20.83% respondents wanted to see cooperative employees. 18.8% wanted quick

service as an improvement of the branch. 31.3% of respondents wanted improved customer

service and 33.3% of respondents did not want any improvement. They told they want existing

service for long time.

20.83

22.91

18.75

8.3

29.16 Superior

Very satisfactory

Average

Unsatisfactory

Not applicable


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11.Which section do you like most?

Figure 11: Sections do you like most.

Interpretation: 47.9% of respondents like general banking section, 33.3% like cash section, and

14.6% like loan section

05

10

1520

2530

35

40

4550

GeneralBanking

Cash Section Loan section ForeignExchange

ComputerSection

47.9

33.3

14.6

2.1 2.1


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12.If Janata Bank has sufficient ATM booths?

Fig: : If Janata Bank has sufficient ATM booths

Interpretation:In this attribute satisfaction percentage is not much higher. 20% customers areindifferent with this statement, 35% customers are below Average with this statement and 45%

customers are poor with this statement.


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FINDINGS AND PROBLEM IDENTIFICATIONS &

RECOMENDATION

FINDINGS OF THE STUDY:1.As the threat of new entrants is high that means competition will be increased in

the future, which will reduce the profit

2.As the power of suppliers is ignorable, it cannot influence the profit. So, with this

force we cannot predict the potential profit Threat of substitutes is low which

obviously give positive sign for predicting a potential profi3.If the intra- industry rivalry will increase at an increasing rate and it create

unhealthy competition then it will surely reduce the profit.

From the view point of performance analysis:

Interest income has the most influence on loan amount than deposit amount.

From the view point of customer satisfaction:

Most customers are satisfied with JBL's product.

Wide range of customer groups in terms of age and occupation.


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IDENTIFICATION OF SOME PROBLEMS: Pressure from Directors and Politicians for Credit

Lack of Deposit for Credit Extensions:

Loan default culture in Bangladesh.

Defective Legal System.

Lack of Supervision and Monitoring:

Changes in Policies.

Lower Remuneration Structure.

Insufficient employees for this reason the bank do not provide sufficient service to its potentialcustomer. Mainly in pick period the presser of customer is very high.

As the lack of employee, they do not give time to the potential client for his (client) own interest,sometime some employees misbehaved to the client.

Introduce problem is a great problem most of the employee does not help the new client as anintroducer.

Careless of the bank if the client's good became damage most of employees do not agree toprovide compensation.

Most of the employee does not accept tom taka from the potential client.

Limitation of proper training for this reason most of one department employee do not know theother department's work properly.


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Recommendation: The authority should recruit more employees to serve the

customers. The can recruit experienced employee as well as fresh

graduate.

The bank should introduce more products based on the market

demand.

The bank should reduce their minimum balance to attract more

customers.

The salary of the worker need to be rise, as a result experienced

people from other bank will be attract to join Janata Bank Limited. Janata Bank Limited should offer international credit card, because

in modern world the use of increasing paper currencies is

decreasing.


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The bank can open more branches to reach to more customers. The bank can open branches or foreign booth because many people send money

from abroad every year to Bangladesh.

The bank should finance to the consumer goods, because many people in the country

wants to buy consumer goods from bank loan.

The marketing department of the bank should more efficient to reach at the heart of

the customer.

For the success of any organization, employee satisfaction is one of his most

important factors and JBL authorities have to look about it.

The bank should be more profit concern as well as took part to the economics

development of the country.

The departments of the bank should more efficient to make profit by satisfyingcustomers.

The bank should use printed instruments like cheque, pay orders etc.

Being a clear transparent the bank can provide the best support to the customer as

earn profit.


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Conclusion:

This report tries to figure out most of the indicators ofproblems and strengths of Janata Bank Limited as a

valid pretender in the competitive banking sector of

Bangladesh. A severe cut throat competition is going on

currently in this sector and thats why Janata BankLimited has to work out with different dimensions like

product diversification, market forecasting, proactive

activities undertaken by Janata Bank Limited and some

suggestion to get rid of the predicaments that exist.

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