Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
Internship program is a scope for acquiring practical knowledge after successful completion of a academic curriculum. Theoretical knowledge gets a complete shape only when it is applied in a practical field. To bridge up the gap between theory and practice, Commerce Faculty of University of Chittagong has introduced the internship program for MBA course to bring the student closer to the practical work. This is undoubtedly a valuable appreciable in addition to the institutional education.
I have joined Standard Bank Limited, Branch. It is a bank of third generation and is one step ahead from other banks not only in making profit but also in serving people in an efficient way. To meet the customer need and demand, the bank has launched some lucrative products and services that show their deep orientation toward marketing philosophies. During my service, Ive tried my best to get knowledge about the overall banking operation with special emphasis on their performance. The program in fact a great endeavor to make the students familiar with the real business situation and to prepare them to match their theoretical knowledge with practical field.
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1.2
The main objective of the study is to gather knowledge regarding customer service and job satisfaction. This orientation gives us a chance to Co-ordinate out theoretical knowledge with the experience. The following are of objectives given below : One of very imputation objections is to fulfill the partial requirement for having MBA Degree To achieve a clear idea of customer satisfaction about the services of the Janata Bank Limited. To identify the factors of customer satisfaction. To know the clients idea about behavior of the staffs at the bank. To Analyze customer opinion regarding satisfaction through questioning customer. To find out the problems of customer satisfaction. To recommended some suggestions.
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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 1 Prior research report 2 Group Business Principal manual 3 Banks Annual Report External Sources 1 Different books and periodicals related to the banking sector 2 Internet 3 Newspapers
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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.
1 Definition 1: Customer satisfaction is equivalent to making sure that product and service performance meets customer expectations. 2 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. 3 Definition 3: Customer satisfaction occurs when acquisition of products and/or services provides a minimum negative departure from expectations when compared
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6 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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Product Delivery Experience 1 Timeliness of product delivery 2 Sharing of status while work-in-progress 3 Quality and sophistication of delivery/product pack 4 Behavior and mannerism of delivery staff. 5 Level of congruence between what was sold and what was delivered. Product Experience 1 Level of product quality vis--vis expectation. 2 Level of need fulfillment vis--vis expected Product Servicing 1 Timeliness of product servicing 2 Quality of product servicing 3 Cost of product servicing 4 Mannerism and conduct of servicing staff Relationship experience 1 Frequency and quality of contact 2 Knowledge of company products and customer opportunities 3 Conduct and Communication of relationship person. Complaint resolution / Grievance Handling 1 Timeliness of complaint resolution 2 Quality of complaint resolution 20
3 Level of iterations till the complaint was resolved. 4 Empathy of the customer servicing staff 5 Knowledge of customer servicing staff Collection Experience 1 Communication quality and information for collection 2 Conduct and communication of collection staff
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Tangibility is defined as the appearance of physical facilities, equipment, personnel and communications materials. Customers, particularly new customers, use these physical representations or images to assess quality. Service companies can make good use of tangible factors to improve their image, provide continuity, and indicate quality to customers, or even combine them with another element to create a service quality strategy. (Zeithaml, Bitner & Gremler 2009, 115)
Reliability: Delivering on Promises Reliability is defined as the ability to perform the promised service dependably and accurately. More specifically, it means that the company deliverers service provision, problem resolution, and pricing according to their promises. In this way, firms can keep their customers loyal to them. (Zeithaml, Bitner & Gremler 2009, 113.)
Responsiveness: Being Willing to Help Responsiveness is the willingness to help customers and to provide prompt service. The focus is weighted on how quickly and attentively companies are able to deal with customer requests, questions, complaints, and problems. Companies must have customers point of view to deliver service and handle requests in order to excel on this dimension. (Zeithaml, Bitner & Gremler 2009, 114.)
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Assurance is the knowledge and courtesy of employees and their ability to convey trust and confidence. For high-risk service such as banking, insurance, medical, brokerage, and legal services, this aspect tends to be particularly significant. Companies need to gain trust and confidence in order to create trusting relationships with their customers. (Zeithaml, Bitner & Gremler 2009, 114.)
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May 17, 2007 with a view to take over the business, assets, liabilities, rights and obligations of the Janata Bank which emerged as a nationalized commercial bank in 1972 immediately after the emergence of Bangladesh as an independent state. Janata Bank Limited started functioning as a going concern basis through a Vendors Agreement signed between the ministry of finance, Government of the People's Republic of Bangladesh on behalf of the former Janata Bank and the Board of Directors of Janata Bank Limited on November 15, 2007 with retrospective effect from 01 July, 2007. Janata Bank Limited is governed by a Board of Directors consisting of 13(thirteen) members headed by a chairman. The Bank is headed by the Managing Director & Chief Executive Officer; Managing Director is assisted by Deputy Managing Directors and General Managers. The bank has 7 Circle offices, 30 Divisions in head office, 52 zonal offices and 867 branches including 10 corporate and 40 AD( authorized dealer) branches. The corporate and AD branches are authorized to deal in Foreign exchange business. The authorized capital of the Bank is Tk. 800 crore.
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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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Company Mission:
1 To become a leading bank of Bangladesh. 2 Operating at international level of efficiency, quality and customer service.
Company Vision:
We operate ethically and fairly within the stringent framework set by our regulators. 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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Chairman Managing Director & CEO General Manager Deputy Managing Director Assistant Managing Director Senior principal Officer Principal Officer Senior Officer
Officer/Officer Cash
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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
Janata Bank Limited, being a state owned Bank, has both commercial commitment to its clients and societal commitment to the nation. Besides catering service to its clients at nominal fees/charges the Bank has to provide a plethora of services, free of charges, in respect of transferring money to different benevolent organizations and groups of professionals in far flung areas through its branches in urban and rural areas all over Bangladesh. Here below are a few of such services Janata Bank Limited provides: 1. Collection of Utility bills : 1 Telephone bills of T &T Authority without service charges 2 Grameen Phone bills of Grameen Phone Ltd. with service charge & other charges 3 Electric bill of REB without service charges 4 Electric bills of DESA without service charges 5 Electric bill of PDB without service charges 6 Electric bill of DESCO without service charges 7 Bills of Railways without service charges 8 Gas bill of Titas Gas, T& D Co. ltd without service charges 9 Gas bill of Bakhrabad Gas Co. ltd without service charges 10 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) 6. Payment of Government primary school teachers salary 7. Payment of Honorarium to freedom fighters.
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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.
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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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Financing industries of 100% foreign investment or of Joint Venture at Export Processing Zones 1 Obtaining EEF (Equity & Entrepreneurship Fund) from Government through Bangladesh Bank for building up Entrepreneurs' Equity. 2 Providing services to the exporters by the Bank's own logistical supports like SWIFT, Reuters Service, Internet, and Fax etc. Scope of Further Expansion:
Fashion item
Leather goods
Stationery goods
Orchid
Gift item
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Quarterly
Service Charge
8 Portfolio Management : 1% per annum with a minimum 9 charge of Tk. 500.00 10 Mode of Service Charge : Quarterly 11 Financial/Portfolio 12 Statement Charge :Tk. 10.00 per statement 13 Terms & Conditions : Charges, fees etc. may change from 14 Time to time at the discretion of Janata Bank Limited.
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 36
for purchases at the point-of-sale, pay bills and transfer funds to their loved ones ! Like other prepaid payment products, the Probashi Card can be used every places where Electro ways logos are accepted. The cardholders also can receive a monthly statement and can obtain account information at ATMs and POS terminals or by calling the customer care number. 1 Instant payment 2 No minimum balance requirement 3 Can be used at any Electro ways enabled POS or ATM 4 Access to money anytime 5 Balance inquiry facility available via ATMs and POS 6 24 hour call centre assistance (coming soon) 7 SMS alerts every reload 8 Monthly statements via email (coming soon) 9 Easy process of replacement of lost card
Upon enrolment, the customer receives a Prepaid card from the banks which is working with Remittance program (Like; Probashi). The customer can either give standing instructions for transferring a fixed amount to his beneficiarys card every pay cycle or u se the card to transfer remittances to his beneficiary as and when he wants. The transactions
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Business Benefits
With the RemitONE MTMS, Janata Bank now offer a set of advanced, enhanced, rapid and secure services to their customers, including: 1. Enhanced customer experience due to the following impressive same day services: 1 Spot Cash remittance for both account holders and non-account holders 2 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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5.1 Reliability:
Aspects relating to reliability dimension of service quality were asked in 3 different questions. These questions are as follows:
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Q1: Provides services within the time promised. The respondents placed a high importance in this characteristic of the service. The majority of the respondents are indifferent. 2% customers are highly satisfied, 20% customers are satisfied 60% customers are indifferent as well as 18% customers are negative with this statement. Table 1: Provides services within the time promised.
Satisfaction Score 5 4 3 2 1 Satisfaction Percentage (%) 2% 20% 60% 18% 0%
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Q2: Employees give appropriate solution to problems. It is one of the most vital parts of the reliability. Customer always tries to get appropriate solution to problem. The respondents placed a high importance in this characteristic of the service. The majority of the respondents are negative with this statement. 15% customers are satisfied, 40% customers are indifferent and 45% customers are disagreeing with this statement. Table 2: Employees give appropriate solution to problems.
Satisfaction Score 5 4 3 2 1 Satisfaction Percentage (%) 0% 15% 40% 45% 0%
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Q3: Errors and mistakes correctly promptly. The respondents placed a high importance in this characteristic of the service. The majority of the respondents are indifferent. 5% customers are highly satisfied, 25% customers are satisfied 40% customers are indifferent as well as 30% customers are negative with this statement. Table 3: Errors and mistakes correctly promptly.
Satisfaction Score 5 4 3 2 1
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40%
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:
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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
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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%
26%
42%
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Most of the respondents were in indifferent while expressing their satisfaction towards this aspect. The satisfaction percentages of this attribute were dissatisfactory. 35% customers are satisfied, 40% customers are indifferent, 20% customers are disagreeing with this statement and 5% customers are highly disagreeing with this statement. Table 6: Employee always searches for solution.
Satisfaction Score 5 4 3 2 1 Satisfaction Percentage (%) 0% 35% 40% 20% 5%
5.3 Assurance:
Aspects relating to assurance dimension of service quality where asked three different 46
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%
40%
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Chart-7: Friendliness & Courtesy of the employees. Q2: You feel safe in your transactions with Janata Bank. Most of the respondents were in satisfied while expressing their satisfaction towards this aspect. 25% customers are highly satisfied, 45% customers are satisfied with this statement, 35% customers are indifferent. Most of the respondents positive with th is statement. The results are as follows: Table 8: You feel safe in your transactions with Janata Bank.
Satisfaction Score 5 4 3 2 1
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42%
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.
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5.5 Tangibles
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4 questions relating to the tangible dimension were asked to the respondents. These questions covered various tangible aspects of the services provided by Janata Bank. The results are shown below:
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Q1: Janata Bank has visually appealing facilities 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%
45%
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Chart-12: Janata Bank has visually appealing facilities Q2: Janata Bank has convenient hours of operation Most of the respondents were in satisfied while expressing their satisfaction towards this aspect. 44% customers are satisfied, 30% customers are indifferent and 26% customers are disagreeing with this statement. Most of the respondents positive with this statement. The results are as follows:
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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
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statement. Table 14: Statements are easily understood, reliable and accurate
Satisfaction Score 5 4 3 2 1 Satisfaction Percentage (%) 10% 55% 15% 8% 2%
61%
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
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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
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 5 4 3 2 1 Satisfaction Percentage (%) 0% 28% 52% 20% 0%
52%
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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.
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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. 61
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.
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Table 19: Janata Bank gives average bank service and facilities
Satisfaction Score 5 4 3 2 1 Satisfaction Percentage (%) 15% 42% 28% 20% 0%
27%
40%
Chart- 19: Janata Bank gives average bank service and facilities
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were revealed from the observation during the three months of period. Such facts reflex the customers expectation regarding the service provided by the bank. Such facts are as follows: 1 Though the ATM machines are latest in technology but every the customers are coming up with complaints regarding the ATM booths are not available in different area.
2 Quality of service is the most important part of the Janata Bank. But they do not give quality full service. So it is very necessary to improve their service quality.
3 Janata Bank does not use modern equipment and technology that better satisfy customers needs
5 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.
6 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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point in intervening resources on areas that are important but are performing well, or in areas that there is much room for improvement but they are not important in driving satisfaction and loyalty. Thus Janata Bank managers need to know what levers to push to increase these measures of success. One useful tool is to search for the most important attributes that allow analyzing those areas that are important and have much room for improvements. In the following section the most important attributes will be discussed.
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1 Safety with Janata Bank 2 Reliability and Accuracy of statement 3 Cleanliness of the premises 4 Friendliness and courtesy of employees 5 Location of the branch 6 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.
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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:
1 Large number of customers 2 Location of the branches 3 Professionalism of the employees 4 Rates on savings Weakness: Some weaknesses of the bank were pointed out in the survey, which had low satisfaction scores and were somewhat less important to customers. But in order to improve overall satisfaction these attributes should be considered.
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1 Slow decision making due to large hierarchy 2 Solution searching tendency of employees 3 Location of the ATMs 4 Willingness to help
Opportunities: Opportunities are the ones that hold bright prospects for Janata Bank Ltd. identifying that where it should build its strength. These opportunities are:
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2 Fees and service charges 3 Location of the branch 4 Savings service Threats: Threats are ones that represent danger for the bank in its future growth and are responsible for the downgrading of customer satisfaction. Some of the threats are:
5 Location of the ATMs 6 Technology of bank 7 phone banking service 8 neatness of employees 9 Friendliness of employees
6.1 Recommendation
Janata Bank is one of the most flourishing Bank of Bangladesh with wide growth opportunities in the industry. The survey on the customers of Janata Bank was conducted with an aim of improving the overall customer satisfaction at Janata Bank Ltd. The research gave valuable insights as to where improvements were necessary to improve the quality of service. Janata Bank has strong organizational strength can successfully utilize the opportunities and overcome its weakness. These are given below:
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1 Use of Marketing Research 2 Focus on relationship strategic 3 Clarity of the statements 4 Available the ATM booths 5 Reconsider interest rate and savings These are all about the recommendation provided based on survey and my personal experiences of internship in Janata Bank. By following these recommendations Janata Bank would be able to build up a strong platform of satisfied customers.
6.2 Conclusions
This research has provided some interesting insight in to what kind of service the customers give importance to and what quality service they get from Janata Bank Ltd. It is quite 72
obvious from the research that the customer requirements are not fully met and they are very dissatisfied with some of the aspects of the bank. Again the research revealed that only one third of customers were more or less satisfied with the service of the bank and more than half of the respondents were on the neutral side of satisfaction line. Finally, I would say that this research report at Janata Bank has increased my practical knowledge of Business Administration and made by MBA education more complete and applied. In this report, I got the opportunity to apply various tools and concepts I learn in my MBA courses. Customers are the vital for every business. It is not possible to make a profitable business without concerning the customers benefit. Janata Bank is a great domestic bank. To achieve the desired position in the market, timely improvement in service is essential.
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References
1. http://www.janatabank-bd.com/ 2. http://en.wikipedia.org/wiki/Janata_Bank 3. http://www.experiencefestival.com/customer_service
4. Book Study from Marketing Management(Philip kotler),Eleventh Edition
APPENDIX Reliability:
Ques.1. Does the Bank provide services within the time promised ? Ques.2. Do the employees give appropriate solution to problems ? Ques. 3. Does the Bank errors and mistakes correct its promptly ?
Responsiveness:
Ques. 1. Does the employee give you prompt services? Ques.2. Are employees always willing to help? Ques.3. Does the employee always search for solution?
Assurance:
Ques.1. How is the friendliness & courtesy of the employees ? Ques.2. Do you feel safe in your transactions with Janata Bank ?
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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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