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

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

    Uploaded by

    Das Apurbo
    43 views12 pages
    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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    for customer satisfaction in Bank

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    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.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    43 views12 pages

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

    Uploaded by

    Das Apurbo
    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.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 12

    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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