Table of Contents

LETTER OF TRANSMITTAL………………………………………………………………….............iv

SUPERVISOR’S CERTIFICATIFICATION………………………………………………………...….v

ACKNOWLEDGEMENT………………………………………………………………………………..vi

EXECUTIVE SUMMARY………………………………………………………………………………vii

CHAPTER-1 .................................................................................................................... 1
GENERAL INTRODUCTION .......................................................................................... 1
1.1 Introduction of the Study ................................................................................................... 2
1.2 Background of the Study .................................................................................................. 3
1.3 Objective of the Study....................................................................................................... 3
1.4 Methodology ..................................................................................................................... 4
1.4.1 Research Design:....................................................................................................... 4
1.4.2 Data Collection Method: ............................................................................................. 4
1.4.3 Population & Sample size .......................................................................................... 4
1.4.4 Sampling technique.................................................................................................... 5
1.4.5 Scope of the study ..................................................................................................... 5
1.4.6 Limitations of the study............................................................................................... 5
CHAPTER-2 .................................................................................................................... 6
PROFILE OF THE ORGANIZATION .............................................................................. 6
2.1 Overview of Janata Bank Limited ..................................................................................... 7
2.2 Corporate Information ....................................................................................................... 7
2.3 Vision ............................................................................................................................... 8
2.4 Mission ............................................................................................................................. 8
2.5 Corporate Governance ..................................................................................................... 8
2.6 Board of Directors............................................................................................................. 9
CHAPTER-3 .................................................................................................................. 10
LITERATURE REVIEW ................................................................................................ 10
3.1 Literature Review.............................................................................................................11

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 Relationship between Reliability and Customer Satisfaction ..............................................12
Relationship between Responsiveness and Customer Satisfaction....................................12
Relationship between Assurance and Customer Satisfaction .............................................12
Relationship between Empathy and Customer Satisfaction ...............................................13
Relationship between Tangibles and Customer Satisfaction ..............................................13
3.2 Conceptual Framework....................................................................................................13
CHAPTER-4 .................................................................................................................. 14
DATA ANALYSIS AND FINDINGS .............................................................................. 14
4.1 Data Analysis ..................................................................................................................15
4.2 Findings ...........................................................................................................................23
CHAPTER-5 .................................................................................................................. 25
RECOMMENDATION AND CONCLUSION ................................................................. 25
5.1 Recommendations...........................................................................................................26
5.2 Conclusion.......................................................................................................................27
References ................................................................................................................... 28
Appendix ...................................................................................................................... 29

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 CHAPTER-1
GENERAL INTRODUCTION

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1.1 Introduction of the Study

The modern economic functions will become sluggish without banks. Moreover, for the
development of a country’s financial strength, banking system is a must. For instant,
encouragement to the entrepreneurs, investments of capital and many more things are
involvement with the banks. In today’s world, bank becomes important financial intermediary
than other financial institutions. Banks act as a financial intermediary to mobilize fund from the
surplus to deficit economic units. Besides, without financial institutions like bank, industry could
not grow up, many students could not obtain proper education, many families could not buy their
own house to live and government could not provide public services to mass people.

There are 56 scheduled banks running in Bangladesh. Though many private commercial banks
have been established, the major portion of banking business is covered by the four Nationalized
Commercial Banks- Sonali, Rupali, Agrani and Janata Bank Limited. After the central bank of
Bangladesh, Bangladesh Bank, Janata bank is treated as the most important government financial
institution in terms of banking facilities as well as operating profits. Among all the financial
banks under government supervision, Janata bank has the second largest amount of branches
(910), after Sonali Bank, all over Bangladesh. As a nationalized commercial bank, Janata bank
earned the highest amount of profit in 2015.It was worth about BDT 1010 cr. which is the
highest amount of operating profit earned by nationalized bank and fourth highest amongst the
all commercial banks. In 2016, Janata bank earned about BDT 250.68 cr. where most of the
nationalized banks were in loss. At large, we can say, Janata bank helps to develop the socio-
economic condition of Bangladesh. As a service provider, Janata bank has to focus on customer
satisfaction. This internship in Janata bank was prepared based on the “customer Satisfaction on
Service Quality of Janata Bank Limited” and the internship was completed form Abul Hasnat
Road Branch, Dhaka. First part of my report will focus on the introductory findings, second part
of my report will focus on the profile of Janata Bank Limited, third part of my report will be
discussed on literature review, fourth part will be data analysis & findings and the last part of my
report will be on the recommendations & conclusion.

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1.2 Background of the Study

As a student of Bachelor of Business Administration (BBA) in Department of Marketing,

University of Dhaka, students have to conduct a practical orientation in any organization for
fulfilling the requirements of the three months internship program. The primary goal of
internship is to provide a real life experience to the students. Recently I have completed my
internship program on Janata Bank Limited. I have prepared this report on the basis of my three
months practical working experience in Janata Bank Limited. The report has been completed
under the supervision of my academic supervisor Mr. Syed Abul Kalam Azad, Professor of
Department of Marketing, Faculty of Business Studies, University of Dhaka. My organizational
supervisor is Mr. Badal Mazumder, Assistant Manager (Executive Officer), Janata Bank Limited
(Abul Hasnat Road Branch, Dhaka, Bangladesh).

1.3 Objective of the Study

The objective of my study can be viewed in two ways which is specified as follows:

General Objective:

The general objective of my study is to find out the customer satisfaction on service quality of
Janata Bank Ltd.

Specific Objectives

Specific objectives of my study are-

 To know about the relationship between reliability and customer satisfaction of Janata
Bank ltd.
 To know about the relationship between responsiveness and customer satisfaction of
Janata Bank ltd.
 To know about the relationship between assurance and customer satisfaction of Janata
Bank ltd.
 To know about the relationship between empathy and customer satisfaction of Janata
Bank ltd.

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  To know about the relationship between tangibles and customer satisfaction of Janata
Bank ltd.

1.4 Methodology

The study is performed based on the information extracted from different sources collected by
using a specific methodology. The methodology of research is described below:

1.4.1 Research Design:

I have used descriptive research to conduct the research. Descriptive research is used to describe
various aspects of the phenomenon. I just tried to describe the characteristics of sample
population. Here, I have used the SERVQUAL Scale for measuring the customer satisfaction on
service quality.

1.4.2 Data Collection Method:

Data is collected from two types of sources. These are primary and secondary sources of data.

The primary sources of data include the followings:

 Survey
 Observation
 Face to face conversation with customers.

The secondary sources of data include the followings:

 Annual report of Janata Bank Ltd.

 Different publications of Janata Bank Ltd.
 Internal records of the bank
 Relevant books, research paper and journals
 Internet

1.4.3 Population & Sample size

The total population of my research was 200. From this population, for conducting my research,
sample size was 50. I observed those customers for understanding their satisfaction of the

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services given by Janata Bank. Besides, I gave the questionnaire to 50 customers for gaining
more accurate information about their satisfaction of the service.

1.4.4 Sampling technique

For interviewing customers of Janata Bank Limited, I used simple random sampling technique.

1.4.5 Scope of the study

It was a great opportunity for me to gather experience and knowledge about the banking system
through the internship program. For the purpose of my internship program I was assigned at
Janata Bank Limited, Abul Hasnat Road Branch, Dhaka. I worked as a service intern and tried to
resolve the customer’s problem. I also worked in different department of the bank like General
banking and Credit division. But it was not possible for me to learn all job activities within these
short time.

1.4.6 Limitations of the study

Every research has some limitations. I have also faced some limitations while collecting
information regarding the research. These limitations are as follows:

 Confidential information is not disclosed to the people who are outside of the
organization. As an intern, I was unable to get that relevant confidential information for
my research.
 It was not possible for me to reach all the customers of Janata Bank Limited for time &
cost constraints.
 This study was confined to only Janata Bank Limited, Abul Hasnat Road Branch. So it’s
not possible to get the vast information about the overall performance of Janata Bank
Limited.
 During interview, some of the respondents were not co-operative with me. It was
embarrassing situation to collect the information from those customers.

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 CHAPTER-2
PROFILE OF THE ORGANIZATION

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2.1 Overview of Janata Bank Limited

Janata Bank is one of the largest commercial bank in Bangladesh. It is the 2nd largest State
Owned Commercial Bank (SCB) in Bangladesh, is playing pivotal role in overall financial
activities of the country. The Bank emerged as ‘Janata Bank’ by combining the erstwhile United
Bank Limited and Union Bank Limited under the Banks Nationalization Order of 1972 and was
restructured as a public limited company in November, 2007. Since inception in 1972, Janata
Bank is contributing to the socio-economic development of Bangladesh. Janata Bank runs its
business with 910 branches across the country including 4 overseas branches in United Arab
Emirates.

2.2 Corporate Information

Name of the Company: Janata Bank Limited

Chairman: Shaikh Md. Wahid-uz-Zaman

CEO & Managing Director: Md. Abdus Salam

Legal Status: Public Limited Company

Registered Office: Janata Bhaban 110, Motijheel Commercial Area, Dhaka, Bangladesh

Deposit (31.12.3015): Tk. 568,911.14 million

Authorized Capital (31.12.2015): BDT 30,000 Million

Paid up Capital (31.12.2015): Tk. 19,140 million

Operating Profit (31.12.2015): Tk. 10,720 million

Number of Branches: 910 branches including 4 overseas branches at U.A.E

Phone Number: 9551337, 9565384, 9567675, 9560000, 9560027-30

SWIFT Code: JANBBDDH

Website: www.janatabank-bd.com

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2.3 Vision

To the effective largest commercial bank in Bangladesh to support socio-economic development

of the country and to be a leading bank in South Asia.

2.4 Mission

Janata Bank Limited will be an effective commercial bank by maintaining a stable growth
strategy, delivering high quality financial products, providing excellent customer service through
an experienced management team and ensuring good corporate governance in every step of
banking network.

2.5 Corporate Governance

Janata Bank is the largest commercial bank of the country. It has 910 branches throughout the
country as well as abroad. There are 4 overseas branches at U.A.E. The Head Office of the bank
is located at Janata Bhaban, 110 Motijheel C/A, Dhaka, Bangladesh.

Board of Directors

Managing Directors (MD)

Deputy Managing Directors (DMD)

General Manager (GM)

Deputy General Manager (DGM)

Assistant General Manager (AGM)

Senior Principal Officer (SPO)

Principal Officer (PO)

Senior Officer (SO)

Officer

Figure: Organizational Structure of Janata Bank

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2.6 Board of Directors

Board of Directors, constituted by 10 (Ten) members, have authority to organize, operate and
manage its affairs on commercial consideration within the Board Policy of Government. The
Directors are representatives from both public and private sectors. The Board of Directors are
composed of 10 (Ten) members headed by a Chairman. The Board of Directors is as follows-

Chairman of the Board of Directors

 Shaikh Md. Wahid-uz-Zaman

Members of the Board of Directors

 Mr. Manik Chandra Dey

 Mrs. Khondker Sabera Islam
 Mr. Md. Mofazzal Husain
 Mr. Masih Malik Chowdhury
 Mr. A.K. Fazlul Ahad
 Mrs. Luna Shamsuddoha
 Mrs. Selima Ahmad
 Mr. Mohammad Abul Kashem
 Mr. Md. Abdus Salam, (CEO & Managing Director).

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 CHAPTER-3
LITERATURE REVIEW

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3.1 Literature Review

Service quality is the key determinant to customer satisfaction. Poor service can lead to customer
dissatisfaction. So service providers have to ensure good service to the customers. Customers
will leave the service provider if they become dissatisfied with the provider. So, service
providers have to be aware of satisfying the customers to retain the customer base. If more
customers are retained at an increased rate, a business can be able to realize profits increased by
25% on an average scale (Griffin, 1995). Service quality should be ensured to the customers.
There are five dimensions for service quality. These are reliability, responsiveness, assurance,
empathy and tangibles. These dimensions are used to measure the gap between customers’
expectation of the service and customers’ perceived service (Parasuraman et al., 1985). Buell et
al. (2010), in the banking industry, it is found too competitive to offer customized & better
service quality to the customers. Besides, customer value and service sensitivity are positively
correlated when competitors are lack in providing their customers good service quality.
Customer satisfaction is influenced by these five service quality dimensions.

It is important to understand the consumer behavior for providing better service quality
demanded by the customers. For a better understand of the target customers, service industries
are asking help from the service firms who gather & analysis information about the consumer
buying behavior. In today’s world, customers do not want the service performance for a short
time period. They are looking for extra benefits from the service providers. So, service providers
have to analyze the post purchase behavior of the customers. The preference of purchasing
products are not confined to functional benefits anymore; rather based on the environmental
impacts and some other dynamic factors (Mont and Plepys, 2003). If customers are satisfied with
the service, they can be a good promoter of the service provider. They suggest other customers
for the service provider to get the service. On the other hand, dissatisfied customers may be
harmful for the service provider, they may recommend the other people not to go for the service
provider. They can sometimes do negative marketing about the service providers (La Barbera
and Mazursky, 1983).

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Relationship between Reliability and Customer Satisfaction
Reliability is defined as the ability to perform the required service to customers dependably and
accurately as promised to deliver (Zeithaml et al., 1990). Customers want to keep long term
relationship & do business with those service providers who keep their promise to deliver. All
service providers need to be aware of customer expectations of reliability. “In banking, services
that are provided to the customer, accuracy in completing orders, maintaining precise record and
quote, accuracy in billing, maintaining promised services are the basic views of reliability which
is considered as the most important factor in convincing customers to retain in banking services”
(Yang and Fang, 2004).

Relationship between Responsiveness and Customer Satisfaction

Zeithaml et al. (1990) defined responsiveness is the willingness to help customers and the
interests shown in providing prompt service to customers when required. This dimension
emphasizes the promptness in dealing with the customer problems, requests, complaints etc.
Research shows that the willingness of employees to provide the required customer service
without any inconvenience at any time will strongly influence the level of customer satisfaction
(Parasuraman et al., 1988). Customers will be satisfied if the service providers provide their
service promptly and give more attention to the customers’ problems.

Relationship between Assurance and Customer Satisfaction

Assurance is defined as the knowledge and good manners or courtesy of employees (Van
Iwaarden et al., 2003). Further, it is also defined as the ability of employees with the help of the
knowledge possessed to inspire trust and confidence will strongly strike the level of customer
satisfaction (Parasuraman et al., 1988). In banking, assurance refers to providing financial
assistance in a polite and friendly manner (Sadek et al., 2010). In banking, this dimension is
mostly needed to evaluate. As a financial institution, banks should assure their customers about
the uncertainty. If customers don’t have trust in the particular bank, they will not do business
with the bank.

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Relationship between Empathy and Customer Satisfaction
Empathy is defined as the ability to take care of customer's attention individually in providing
service to customers (Iwaarden et al., 2003). If customers are treated individually, they will be
highly satisfied. Service providers have to personalize the service for individual customers.
Customers have to be felt that they are special to the service firm. Convenient working hours,
individualized attention, better understanding of customer's specific needs, service providers and
customers will have a positive outcome on customer satisfaction (Ananth et al., 2011).

Relationship between Tangibles and Customer Satisfaction

Iwaarden et al. (2003) defined tangibles as the appearance physical facilities, equipment and
appearance of employees. Customers will be attracted to those service firms which are well
ordained. Service firms with sophisticated equipment and visually appealing are viewed as the
positive impacts of tangibles on customer satisfaction in banking sector (Ananth et al., 2011).
Tangibles help to enhance their image to the customers.

3.2 Conceptual Framework

In the conceptual framework, customer satisfaction is dependent variable and reliability,

responsiveness, assurance, empathy, tangibles are independent variables. Customers are satisfied
or not dependent on the service quality dimensions.

Reliability

Responsiveness

Assurance Customer Satisfaction

Empathy

Tangibles

Figure: Conceptual Framework

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 CHAPTER-4
DATA ANALYSIS AND FINDINGS

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4.1 Data Analysis

Here, I have tried to find out the relationship between the service quality dimensions- reliability,
responsiveness, assurance, empathy & tangibles and customer satisfaction. After collecting the
information from the target population, I have analyzed the data. By analyzing the results, I have
intended to find that Janata Bank’s customer service quality is satisfactory to the customers or
not. Here, the percentage of Janata Bank Limited is on the basis of questionnaire rating from 1 to
5. Questionnaire rating are-

 Strongly Disagree = 1
 Disagree = 2
 Neutral = 3
 Agree = 4
 Strongly Agree = 5.

Age

Among the 50 respondents, I found 10% respondents are from 21-25 years old, 20% respondents
are form 26-30 years old, 60% of the respondents are from 31-40years old and rest 10% are 41-
60 years old.

Age

10% 10%
20% 21-25 years
26-30 years
31-40 years
60%
41-60 years

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Gender

I found 80% respondents are male and 20% of the respondents are female from the 50
respondents.

Gender

20%

Male
80% Female

Occupation

As the location of the branch in commercial area of Dhaka, I found most of the customers are
business person. About 60% of the respondents are business person. About 20% respondents are
employees in various sectors. The rest of the respondents are student & others.

Occupation

10%
10%
Business Person
20% 60%
Student
Employee
others

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1. Reliability

Three questions are asked to the respondents under reliability dimension. The following table
shows the questions regarding reliability dimension and the response of the customers-

Statements in the reliability dimension Percentage (%) Total

Janata bank performs the service right the first time. 4 16 20 54 6 100
Janata bank provides its service at the time it promises to 8 16 28 36 12 100
do.
Janata bank maintains error free records. 10 22 18 36 14 100

Reliability

Highly Dissatisfied
11% 7%

Dissatisfied
18%
Neutral

Satisfied
42%
22% Highly Satisfied

Figure: Reliability of Janata Bank

Here I found that, Janata bank is reliable to the customers. About 42% customers are satisfied
with the service performed by Janata bank. Though a large portion of customers are neutral in
their response in delivering promised service, but about 48% customers are satisfied with the
delivery of promised service. Janata bank maintains error free records. About 50% customers are

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satisfied with this. Though few customers are dissatisfied with the reliability, most of the
customers are satisfied with the reliability of Janata bank.

2. Responsiveness

Customers are asked three questions under responsiveness dimension. The following table shows
the questions regarding responsiveness dimension and the response of the customers-

Statements in the responsiveness dimension Percentage (%) Total

1 2 3 4 5
Employees are always willing to help you. 6 14 14 46 20 100

Employees are never too busy to respond to your request. 4 20 16 52 8 100

Employees are helpful to resolve your complaints. 8 20 26 34 12 100

Responsiveness

13.33% 6% Highly Dissatisfied

18%
Dissatisfied

18.67% Neutral
44%
Satisfied

Highly Satisfied

Figure: Responsiveness of Janata Bank

Here, I found that most of the customers are satisfied with the responsiveness of Janata bank.
About 63% customers are satisfied with the responsiveness of Janata bank. Employees are

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willing to help the customer’s problem. Besides, employees are customer oriented. They help the
customer’s to resolve their complaints. We see here, more than 50% of the customers are
satisfied with the responsiveness of Janata bank. So the responsiveness of Janata bank is
satisfactory.

3. Assurance

Three questions are asked to the respondents under assurance dimension. The following table
shows the questions regarding assurance dimension and the response of the customers-

Statements in the assurance dimension Percentage (%) Total

1 2 3 4 5
The behavior of the employees instills confidence in you. 2 6 12 64 16 100

You feel safe in your transaction in Janata bank. 4 16 44 26 10 100

Employees are knowledgeable about you. 10 14 28 36 12 100

Assurance
5.33%
Highly
12.67% Dissatisfied
12%
Dissatisfied

Neutral
28%
42% Satisfied

Highly Satisfied

Figure: Assurance of Janata Bank

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Customers want assurance for their assets which is stored in bank. They want their asset’s
security. If they don’t feel safe, they will not save money to the bank. So, bank has to assure their
customers. Here, I found, about 55% customers are satisfied with the assurance of Janata bank. A
large portion of the customers are neutral in their response because, they are more sensitive
customers. They want highest security from the bank for their savings. About 17% customers are
dissatisfied with assurance of Janata bank. After all, assurance of Janata bank is satisfactory to
the customers.

4. Empathy

Three questions are asked to the respondents under empathy dimension of service quality. The
following table shows the questions regarding empathy dimension and the response of the
customers-

Statements in the empathy dimension Percentage (%) Total

1 2 3 4 5
Employees give you individual attention. 10 38 30 14 8 100

The employees understand your specific needs. 10 36 32 18 4 100

Operation hours are convenient to all of its customers. 2 8 16 40 34 100

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 Empathy

Highly Dissatisfied
15.33% 7.33%

Dissatisfied
27.33%
24% Neutral

Satisfied

26%
Highly Satisfied

Figure: Empathy of Janata Bank

As a nationalized commercial bank, Janata bank employees are not highly professional like
private commercial banks. They have to deal with a lot of customers every day. They have
variety of customers. So, they don’t become able to give more attention to all customers. But,
this bank has a list of special customers. They give individualized attention to those customers.
They don’t become able to understand the specific needs of all customers. But, most of the
customers are satisfied with the operation hours of Janata bank. Though the customers are
satisfied with the operation hours of Janata bank, most of the customers are dissatisfied with the
individualized attention & understanding the specific needs of Janata bank.

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5. Tangibles

Tangibles dimension has three questions which are asked to the respondents. The following table
shows the questions regarding tangibles dimension and the response of the customers-

Statements in the tangibles dimension Percentage (%) Total

1 2 3 4 5
Physical facilities are visually appealing. 16 32 30 18 4 100

Bank is decorated with modern equipment. 14 34 32 16 4 100

Appearance of the employees is appealing. 10 22 42 16 10 100

Tangibles

6% 13.33%
16.67% Highly Dissatisfied

Dissatisfied
29.33%

Neutral
34.67%
Satisfied

Highly Satisfied

Figure: Tangibles of Janata Bank

I found the physical facilities of Janata bank are very poor. This bank is not well decorated. The
privatized banks are decorated with modern technologies than the nationalized bank like Janata
bank. This bank is not ordained with the modern technologies. Most of the customers are not
satisfied with the physical facilities of Janata bank. About 44% customers are dissatisfied with

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the physical facilities of Janata bank. The appearance of the employees is also not appealing.
About 35% customers are neutral in their decision regarding the physical appearance of the bank.
There is not enough space for the customers to take rest. Besides, the overall environment is not
appealing to the customers. So, most of the customer’s response is unsatisfactory.

4.2 Findings
After analyzing collected information, I found some findings about Janata bank. Besides, I have
come up with lot of information during the internship. This information is related to the service
quality of Janata bank. The findings are as follows:

 When Janata Bank promises to do something by a certain time, it does so. After
analyzing this statement, I found that there are some customers who are disagreed with
this statement. They don’t get their service in time. They have to wait a lot sometimes to
get the service.
 Janata Bank shows interest in solving the customers’ problem. Most of the customers are
agreed with this statement. But some customers said that they are not sincere to solve the
problems of the customer.
 The employees in Janata Bank always willing to help customers. The analysis shows that
most of the respondents think that employees in Janata Bank are always willing to help
their customers.
 The employees in Janata Bank are never too busy to respond to customers’ request. I
found that most of the customers are agreed with this statement. When there is a pressure
of customers on the beginning of the week, employees sometimes become unable to
respond to the customers’ request promptly.
 The behavior of the employees of the Janata Bank inspires confidence in customers. The
employees of Janata bank are very much friendly. They talk with the customers frankly.
They share with the customers whatever they want to know except the confidential
issues.
 Customers feel safe in their transactions with Janata Bank. After analyzing this statement
I found that most of the respondents think they feel safe while they transacted with Janata
Bank.

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  The employees in Janata Bank have enough knowledge to answer to the customers’
questions. The employees of Janata bank are properly trained up about their job
responsibility. They have enough knowledge to answer to the questions asked by the
customers.
 Janata Bank gives customer’s individual attention. From this statement I found that most
of the respondents disagreed with this statement. Actually, it’s not possible to give every
customer individual attention. But some customers get individual attention of Janata
bank.
 The employees in Janata Bank understand customers’ specific needs. I found most of the
customers are disagreed. They said that Janata bank don’t understand their specific needs.
But the employees try to understand what is needed by the customers.
 Janata Bank is not equipped with modern technologies. Though banking sectors are
modernizing them day by day to match with the competitive banking world. Most of the
customers are dissatisfied with the environment of Janata bank.
 Janata Bank’s physical facilities are not visually appealing. It is not properly decorated.
Most of the customers said that there is not enough space for the customers. When there
are lots of customers come to the bank for transaction, they don’t get space to sit & take
rest.
 The appearance of the employees is not appealing. All the employees don’t follow the
rules to wear formal dress. They sometimes go to the office with their casual dress. Most
of the customers don’t say anything about the appearance of the employees. But, I found
that they are not satisfied with the appearance of the employees.
 Janata Bank has convenient business hours. From this statement I found that most of the
respondents think Janata Bank has convenient business hours.
 Janata bank doesn’t have enough ATM services for the customers. So customers have to
come up with cheque book for withdrawing the money. Customers feel disgusted for this
procedure to withdraw their money.

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 CHAPTER-5
RECOMMENDATION AND CONCLUSION

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5.1 Recommendations

As an intern, I worked in Janata bank for 3 months. I saw a lot of lacking in Janata bank.
Followings are some of the suggestions for improving service quality of Janata bank:

 Janata bank should be more committed to do something by a certain time.

 Often customers complain that all customers are not treated equally. They have to wait a
long time to have a service. According to them, valued and loyal customers always get
extra facilities and customized services from officers where normal customers do not.
Limited number of manpower is one of the reasons of lower customer service. If Janata
bank recruits more employees and trained them properly, the service quality will
increase. Besides, all of the customers should be treated equally to build a customer base.
 Janata bank will have to create awareness about their services to the people. They can
adopt various promotional strategies to create awareness among people.
 Customers always want quality service. They don’t have the all day to spend in the
banking transaction. Bank has to serve the customers promptly & accurately. So,
employees should be trained up that way.
 Corporate culture of Janata bank, Abul Hasnat Road Branch, should be improved.
Corporate culture is very important thing for an organization. It helps employees to
behave properly with the customers as well as with the coworkers. If a good corporate
culture is established in a branch then employees will be self-motivated and the working
efficiency will be increased.
 Online facilities of Janata bank limited should be improved. In order to compete in the
competitive banking sector, they should adopt real time online banking system in every
branch.
 Janata bank should be computerized for enhancing the efficiency in the workplace.
 Janata Bank should offer more facilities to the customers such as credit
cards, visa cards etc.
 Janata bank should have to increase ATM booths. As all the branches don’t have ATM
booth, customers can’t get their money easily.
 The bank should be decorated well. The physical appearance attracts people to get the
service.

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  The employees have to be more customer-oriented. They have to listen to the customers
carefully.

Hopefully, these recommendations will help Janata bank to improve their existing service
quality. Effectively managed, customer feedback helps to create numerous opportunities for
the development of relationships between the customers and the employees. It will provide
regular and reliable customer feedback and thereby the opportunity to make the necessary
proactive changes to improve services of Janata Bank Limited. This will enable the bank not
only to act quickly to satisfy the customer but also to prevent similar problems in the future.

5.2 Conclusion
Janata bank Limited is one of the giant banks in the Govt. banking sector. This bank generates
the highest operating profits to Govt. revenue. This report is an effort to reflect a clear idea about
the customers’ satisfaction on service quality of Janata Bank ltd. From my research I also found
quality has more priority in terms of selecting the different type of schemes according to the
customer perception. I present this report on the basis of the knowledge and experience gained
during the internship period. Throughout the report my objective is to seek and find out the
customer satisfaction on service quality of Janata Bank ltd. From this report I found that most of
the customers of the bank are satisfied with the service quality of the bank except some issues.
To satisfy these customers, the management can take some attempts, noted earlier as
recommendations. Considering the volume of operation and limitations of resources and proper
management the bank is doing better than many modern banks. If it’s possible for the bank
management to provide recommended services, the perception of the customers will be positive
about the service quality of the Janata Bank. Janata Bank ltd started with a vision to become the
effective largest commercial bank in Bangladesh to support socio-economic development of the
country and to be a leading bank in South Asia.

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 References
1. Ananth, A., Ramesh, R. & Prabaharan, B. (2011). Service Quality GAP Analysis in
Private Sector Banks A Customer Perspective. Indian Journal of Commerce and
Management Studies, 2(1), 245-252.
2. Van Iwaarden, J., van der Wiele, T., Ball, L., & Millen, R. (2003). Applying
SERVQUAL to web sites: An exploratory study. International Journal of Quality &
Reliability Management, 20(8), 919-935.
3. Marketing Research, Naresh K. Malhotra, Satyabhusan Dash, 6th Edition.
4. http://theapparelnews.com/english/article/641/Private-Commercial-Banks'-operating-
profits-slow-in-BD
5. https://www.bb.org.bd/fnansys/bankfi.php
6. http://www.janatabank-bd.com/
7. Zeithaml, Parasuraman & Berry, "Delivering Quality Service; Balancing Customer
Perceptions and Expectations," Free Press, 1990.
8. Annual report of Janata Bank (2016).
9. Articles of Janata Bank Ltd.
10. Griffin, J. (1995). Customer loyalty: How to earn it, how to keep it. NewYork: Lexington
Books.
11. Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1994). Reassessment of expectations as
a comparison standard in measuring service quality: Implications for further research.
Journal of Marketing, 58, 111-124.
12. Sadek, D., Zainal, N., Taher, M. & Yahya, A. (2010). Service Quality Perceptions
between Cooperative and Islamic Banks of Britain. American Journal of Economics and
Business Administration, 2(1), 1-5.
13. Yang, Z. & Fang, X. (2004). Online service quality dimensions and their relationships
with satisfaction: A content analysis of customer reviews of securities brokerage services.
International Journal of Service Industry Management, 15(3), 302 – 326.

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 Appendix
QUESTIONNAIRE
Any personal information regarding this survey on “customer satisfaction on service quality of
Janata Bank Ltd. (Abul Hasnat Road Branch)” will not be disclosed to any person or any
organization. It will only be used for research purpose.

Age: 21-25 years 26-30 years 31-40 years 41-60 years

Gender: Male Female
Occupation: Student Businessperson Employee Others
There are five options of each question. Please tick (√) the option, which expresses your
opinion best.

SCALING
Sl. Strongly Disagree Neutral Agree Strongly
STATEMENTS
No. Disagree (2) (3) (4) Agree
(1) (5)
1. Janata bank performs the service right the
first time.

2. Janata bank provides its service at the time it

promises to do.

3. Janata bank maintains error free records.

4. Employees are always willing to help you.

5. Employees are never too busy to respond to

your request.

6. Employees are helpful to resolve your

complaints.

7. The behavior of the employees instills

confidence in you.

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8. You feel safe in your transaction in Janata
bank.

9. Employees are knowledgeable about you.

10. Employees give you individual attention.

11. The employees understand your specific

needs.

12. Operation hours are convenient to all its

customers.

13. Physical facilities are visually appealing.

14. Bank is decorated with modern equipment.

15. Appearance of the employees is appealing.

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