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A Study On Customer Satisfaction of Janata Bank Limited: Bidhan Chandra Roy ID: 3-14-28-043

This document summarizes a study on customer satisfaction at Janata Bank Limited in Bangladesh. The study used a quantitative methodology including a questionnaire distributed to 40 customers. Key findings were that customers were dissatisfied with the bank's online services, limited ATM access, and lack of qualified employees. The report recommends that the bank improve marketing, online facilities, increase ATMs, hire more qualified staff, enhance the office environment, solicit customer feedback, and strengthen connectivity between branches to boost customer satisfaction.

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Das Apurbo
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63 views12 pages

A Study On Customer Satisfaction of Janata Bank Limited: Bidhan Chandra Roy ID: 3-14-28-043

This document summarizes a study on customer satisfaction at Janata Bank Limited in Bangladesh. The study used a quantitative methodology including a questionnaire distributed to 40 customers. Key findings were that customers were dissatisfied with the bank's online services, limited ATM access, and lack of qualified employees. The report recommends that the bank improve marketing, online facilities, increase ATMs, hire more qualified staff, enhance the office environment, solicit customer feedback, and strengthen connectivity between branches to boost customer satisfaction.

Uploaded by

Das Apurbo
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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A Study on

Customer Satisfaction of
Janata Bank Limited

Bidhan Chandra Roy


ID: 3-14-28-043

13 October 2018
Introduction

 Bank is a customer oriented services


industry. A bank depends upon the
customers for their survival in the market.
 Janata Bank Limited is the 2nd largest State
Owned Commercial Bank in Bangladesh.
 This report is on service satisfaction of Janata
Bank Limited’s customers.
 Quantitative data methodology has been
used to make the report.
Objective of the study

Major Objective:
 The main objective of the study is to evaluate
customer satisfaction level of Janata Bank Limited.

Specific Objectives:
 The specific objectives of the study are:
 To find out the level of customers' satisfaction.
 To identify factors affecting satisfaction.
 To suggest measures regarding ways of improving the
service quality of the bank.
Organizational Structure

Board of Directors

Managing Director

Deputy Managing Director

General Manager

Deputy General Manager

Assistant General Manager

Senior Principal Officer

Principal Officer

Senior Officer

Officer/Officer Cash
Methodology
 For preparing my report I have made a questionnaire and done a
survey in JBL so my research methodology is quantitative
methodology.

 Sample Size: 40

 Primary Source: For collecting primary data I have made


questionnaire having 10 questions on that. I gave that
questionnaire to the customers of the JBL (Local Office-1 Branch) to
fill those up.

 Secondary Sources:
o Report and Journals on Janata Bank Limited.
o Annual Report of Janata Bank Limited.
o Official website of Janata Bank Limited.
o Other Banking Sites on Internet.
Variables Covered

Questionnaire is made based on some variables that have


directly or indirectly influence on the customer satisfaction
level. Here are the variables covered by the questionnaire:

 Well organized office environment.


 Employees service quality & behavior.
 Good online banking service.
 Reasonable Service Charge.
 Customer feels safe by making transaction.
 Service Comparing to other public banks.
Analysis & Findings
• Responses of customers to the questionnaire:
Analysis & Findings (Contd.)
• Summary of Findings
Analysis & Findings (Contd.)
 Major Findings of the Study:
1. JBL does not expose all the necessary information to their
customers. Customers don’t know about all the services. There is
no feedback option. As it is a Govt. organization they hardly do
marketing of their products/services.
2. Most people aren’t satisfied with their online services.
3. The number of ATM booths are very few comparing to the number
of account holder in Janata Bank Limited.
4. There is lack of qualified employees in JBL.
5. The office environment isn’t satisfactory comparing to the other
banks especially private commercial banks.
6. There is no feedback options. Customers can’t express their
opinion.
7. The networking with other branches isn’t good enough.
Recommendations
1. Adopt Marketing Strategies & Marketing Research.
2. Smooth Online Facilities.
3. Increase ATM Booths.
4. Recruit Qualified Employees.
5. Improve Office Environment.
6. Should Ask Feedback From Customers.
7. Build Strong Networking Among All Branches.
Conclusion
 It was my privilege to do this project "Customer Satisfaction in
Public Banks: A Study on Janata Bank Limited". I have learned
a lot of things which I believe that will be helpful in my future
life.

 It may be noted that the report was prepared in a very short


term and there is lack of data. But still the report may be useful
for Janata Bank Limted to understand their customers.
THANK YOU.

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