CUSTOMER SATISFACTION

OF
SERVICE QUALITY OF JANATA BANK LIMITED

JANATA BANK LIMITED

Internship Report
On

Customer Satisfaction Analysis on Service Quality of

Janata Bank Limited, Kakrail Branch
Submitted To:
Professor DR. A.K.M. Moniruzzaman
Professor
Department of Management Studies
Jagannath University, Dhaka.

Submitted By:
MD. Ataullah Mazumder
ID: 114858
Reg: 1101324858
6th Batch
Session: 2010-11

Date of Submission: 31,August 2015.

ii

Letter of Transmittal
31 August, 2015
Professor DR. A.K.M. Moniruzzaman
Department of Management Studies.
Jagannath University.
Subject: Submission of the Internship Report.

Dear Sir,
With due to respect, I would like to inform you that, I am a student of BBA, Department of
Management Studies Jagannath University Dhaka. It is an absolute pleasure for me to submit
the internship report titled Customer Satisfaction Analysis Of Service Quality of Janata
Bank Limited which has done as a part of the requirement of the course. Your guideline has
been followed in every aspect of preparing this report. I have really enjoyed working on this
report and I have tried my level best to make an effective report. This report is focuses on both
theoretical and practical knowledge.
Within the title limit I have made this report as comprehensive as possible. But there may be
some mistake due to various limitations. So I beg your king consideration in this regard. I hope
that my work would meet the level of your expectation. Any query on this report is appreciated.

Sincerely yours,
..
(MD. Ataullah Mazumder)
ID: 114858
Reg: 1101324858
6th Batch
Session: 2010-11

iii

Acknowledgement
I have incurred many debts of gratitude over the while preparing for this report. First and
foremost, I would like to pay my gratitude to the almighty Allah for giving me the ability to
work hard for this report. I am also grateful to my parents for supporting my efforts.
Internship report is an essential part of BBA program as one can`t gather practical knowledge
and experience without observing and doing work at chosen organization. It is a matter of
pleasure that my internship at Janata Bank Limited, Kakrail Branch.
I am very much fortunate that I have received almost and since guidance, supervision and cooperation from various persons while preparing this report. Fast of all, I express heartiest
gratitude to my supervisor Professor DR. A.K.M. MONIRUZZAMAN, Professor, Department
of Management Studies, Jagannath University, Dhaka for his continuous proper and perfect
guidance, inspiration, affectionate encouragement and valuable suggestions throughout this
internship period. I also like to thank all members of Janata Bank Limited, Kakrail Branch for
helping me to prepare this report through providing necessary information.

Finally, this acknowledgement will remain incomplete, if I dont recognize the due
responsibilities and valuable advice of all of my friends, superiors for helping me in completing
this report & making this worthy successful in due time.

iv

Table of Contents

Chapter Number
Chapter-1

Chapter Title

Page Number

Executive Summary

VI

Introduction
1.1 Introduction
1.2 Background of the Study
1.3 Objective of the Report
1.4 Methodology
1.5 Scope of the Study
1.6 Limitations of the Study

Chapter-2

Organizational Profile
2.1 History of Janata Bank Limited
2.2 An Overview of Janata Bank Limited
2.3 Corporate Profile
2.4 Vision
2.5 Mission
2.6 Goal
2.7 Organizational Structure
2.8 Awards & Achievements
2.9 SWOT Analysis
2.9.1 Strength
2.9.2 Weakness
2.9.3 Opportunity
2.9.4 Threats

Chapter-3

Chapter-6

16
16
16
17
18
20

Current State of Different Services

4.1 Product and Service
4.1.1 General Banking of Janata Bank
4.1.2 Remittance service
4.1.3 Personalized Service

Chapter-5

6
7
8
9
9
9
10
11
11
12
12
13
14

Theoretical Aspects
3.1 Customer
3.2 Customer Satisfaction
3.3 Customer Service
3.4 Service Quality
3.5 Service Quality Dimension
3.6 Conceptual Framework

Chapter-4

2
2
3
3
4
4

22
22
24
24

Analysis & Findings

5.1 Questionnaire Analysis on Service Quality
5.2 Findings of Questionnaire
Conclusion
Recommendations
Bibliography
References
Appendix

vi

26
33
35
36
37
38
39

Executive Summary
Banks play a crucial role in economic development. For an economy money is one of the most
important and essential elements which can be compared with blood of our body when financial
institution like bank act as an artery system of the economy. Banking system occupies an
important place in a nations economy because of its intermediary role; it ensured allocation and
keeps up the momentum of economic activities. Urbanization and lifestyle changes concurrent
with the economic development created demand for banking products and services. For the
local community, banks provide access to funding and financial services to both local business
and citizens, as well as the money banks invest back into the community through employee
payroll, business investments, and taxes. First of all banks cater the need of society by mopping
up deposits as different forms like savings, MSS, FD, SND and many other options at
reasonable rates. Also bank provide credit facility to high end investors for big projects in the
industrial, infrastructure and service sectors.

Janata Bank Limited is a state-owned commercial bank of Bangladesh established in 1971. Its
headquarters is situated at Motijheel in Dhaka, the capital city of Bangladesh. Janata bank
limited. The second largest commercial bank in Bangladesh operates through 905 branches
including 4 overseas branches in UAE. It is linked with 1239 foreign correspondents all over the
world. Janata has also a subsidiary company named Janata Exchange Company SRL in Italy.
This bank has about 8% contribution in institutional financing of the country.

The general objective of this report is measure the level of customers satisfaction on service
quality of Janata Bank Limited, Kakrail branch. It is a descriptive research by nature. Both
primary and secondary data have been used to prepare the report. Questionnaire survey on 50
customers was administered for primary data collection. Non probability convenience sampling
technique is used to select sample of 50 out of all the customers of Kakrail branch who took any
sort of service from the bank.

vii

From this study it is found that majority of the respondents said that employees, services and
materials associated with the branch of Janata Bank Limited are capable to meet up customers
expectation. Most of the customers of the bank are satisfied with the tangibles or different
equipments provided by Janata Bank. In terms of reliability customer service quality of Janata
Bank Limited is also good according to the customers perception. Customer service quality
increases when bankers are more courteous and reliable. The Bank provides prompt and
efficient services so the service quality is good.

By providing efficient services the

responsiveness improves thus customer service quality increases by improving responsiveness

of employees. In terms of assurance and empathy, customers of Janata Bank Limited are
satisfied as employees give value to the every single customer.

viii