CUSTOMER SATISFACTION OF SERVICE QUALITY Q UALITY OF O F JANATA JANATA BANK LIMITED
JANATA BANK LIMITED
i
Internship Report On
Customer Satisfaction Analysis on Service Quality of Janata Bank Limited, Kakrail Branch Su!itte" To# Professor DR. A$K$M$ Moniru%%&!&n 'ro(essor Dep&rt!ent o( M&n&)e!ent Stu"ies J&)&nn&th Uni*ersit+, Dh&-&$
Su!itte" B+# MD$ At&u..&h M&%u!"er ID# //0121 Re)# //3/450121 6th B&t7h Session# 53/38//
D&te o( Su!ission# 4/,Au)ust 53/2$
ii
Letter o( Tr&ns!itt&. 31 August, 2015 Professor DR. A.K.M. Moniruzzaman Department of Management Studies. Jagannat !ni"ersit#.
Su9e7t# Su!ission o( the Internship Report$
Dear Sir, $it due to respe%t, & 'ou(d (i)e to inform #ou tat, & am a student of **A, Department of Management Studies Jagannat !ni"ersit# Da)a. &t is an a+so(ute p(easure for me to su+mit te internsip report tit(ed :Custo!er S&tis(&7tion An&.+sis Of Ser*i7e Qu&.it+ o( J&n&t& B&n- Li!ite"; 'i% as done as a part of te reuirement of te %ourse. -our guide(ine as +een fo((o'ed in e"er# aspe%t of preparing tis report. & a"e rea((# eno#ed 'or)ing on tis report and & a"e tried m# (e"e( +est to ma)e an effe%ti"e report. /is report is fo%uses on +ot teoreti%a( and pra%ti%a( )no'(edge. $itin te tit(e (imit & a"e made tis report as %ompreensi"e as possi+(e. *ut tere ma# +e some mista)e due to "arious (imitations. So & +eg #our )ing %onsideration in tis regard. & ope tat m# 'or) 'ou(d meet te (e"e( of #our epe%tation. An# uer# on tis report is appre%iated.
Sin%ere(# #ours,
.. MD. Atau((a Mazumder &D4 11656 Reg4 110132656 7t *at% Session4 2010811
iii
A7-no<.e")e!ent & a"e in%urred man# de+ts of gratitude o"er te 'i(e preparing for tis report. 9irst and foremost, & 'ou(d (i)e to pa# m# gratitude to te a(migt# A((a for gi"ing me te a+i(it# to 'or) ard for tis report. & am a(so gratefu( to m# parents for supporting m# efforts. &nternsip report is an essentia( part of **A program as one %an:t gater pra%ti%a( )no'(edge and eperien%e 'itout o+ser"ing and doing 'or) at %osen organization. &t is a matter of p(easure tat m# internsip at Janata *an) ;imited, Ka)rai( *ran%. & am "er# mu% fortunate tat & a"e re%ei"ed a(most and sin%e guidan%e, super"ision and %o8 operation from "arious persons 'i(e preparing tis report. 9ast of a((, & epress eartiest gratitude to m# super"isor Professor DR. A.K.M. M<=&R!>>AMA=, Professor, Department of Management Studies, Jagannat !ni"ersit#, Da)a for is %ontinuous proper and perfe%t guidan%e, inspiration, affe%tionate en%ouragement and "a(ua+(e suggestions trougout tis internsip period. & a(so (i)e to tan) a(( mem+ers of Janata *an) ;imited, Ka)rai( *ran% for e(ping me to prepare tis report troug pro"iding ne%essar# information.
9ina((#, tis a%)no'(edgement 'i(( remain in%omp(ete, if & don?t re%ognize te due responsi+i(ities and "a(ua+(e ad"i%e of a(( of m# friends, superiors for e(ping me in %omp(eting tis report @ ma)ing tis 'ort# su%%essfu( in due time.
iv
T&.e o( Contents
v
Ch&pter Nu!er Ch&pter8/
Ch&pter Tit.e
'&)e Nu!er
e%uti"e Summar#
B&
Intro"u7tion 1.1 &ntrodu%tion 1.2 *a%)ground of te Stud# 1.3 <+e%ti"e of te Report 1. Metodo(og# 1.5 S%ope of te Stud# 1.7 ;imitations of te Stud#
Ch&pter85
Or)&ni%&tion&. 'ro(i.e 2.1 Cistor# of Janata *an) ;imited 2.2 An <"er"ie' of Janata *an) ;imited 2.3 Eorporate Profi(e 2. Bision 2.5 Mission 2.7 Goa( 2.
Ch&pter84
Ch&pter86
17 17 17 1 16 20
Current St&te o( Di((erent Ser*i7es .1 Produ%t and Ser"i%e .1.1 Genera( *an)ing of Janata *an) .1.2 Remittan%e ser"i%e .1.3 Persona(ized Ser"i%e
Ch&pter82
7 6 F F F 10 11 11 12 12 13 1
Theoreti7&. Aspe7ts 3.1 Eustomer 3.2 Eustomer Satisfa%tion 3.3 Eustomer Ser"i%e 3. Ser"i%e Hua(it# 3.5 Ser"i%e Hua(it# Dimension 3.7 Eon%eptua( 9rame'or)
Ch&pter80
2 2 3 3
22 22 2 2
An&.+sis = Fin"in)s 5.1 Huestionnaire Ana(#sis on Ser"i%e Hua(it# 5.2 9indings of Huestionnaire Eon%(usion Re%ommendations *i+(iograp# Referen%es Appendi
vi
27 33 35 37 3 36 3F
E>e7uti*e Su!!&r+
*an)s p(a# a %ru%ia( ro(e in e%onomi% de"e(opment. 9or an e%onom# mone# is one of te most important and essentia( e(ements 'i% %an +e %ompared 'it +(ood of our +od# 'en finan%ia( institution (i)e +an) a%t as an arter# s#stem of te e%onom#. *an)ing s#stem o%%upies an important p(a%e in a nation?s e%onom# +e%ause of its intermediar# ro(eI it ensured a((o%ation and )eeps up te momentum of e%onomi% a%ti"ities. !r+anization and (ifest#(e %anges %on%urrent 'it te e%onomi% de"e(opment %reated demand for +an)ing produ%ts and ser"i%es. 9or te (o%a( %ommunit#, +an)s pro"ide a%%ess to funding and finan%ia( ser"i%es to +ot (o%a( +usiness and %itizens, as 'e(( as te mone# +an)s in"est +a%) into te %ommunit# troug emp(o#ee pa#ro((, +usiness in"estments, and taes. 9irst of a(( +an)s %ater te need of so%iet# +# mopping up deposits as different forms (i)e sa"ings, MSS, 9D, S=D and man# oter options at reasona+(e rates. A(so +an) pro"ide %redit fa%i(it# to ig end in"estors for +ig proe%ts in te industria(, infrastru%ture and ser"i%e se%tors.
Janata *an) ;imited is a state8o'ned %ommer%ia( +an) of *ang(ades esta+(ised in 1F1. &ts eaduarters is situated at Motiee( in Da)a, te %apita( %it# of *ang(ades. Janata +an) (imited. /e se%ond (argest %ommer%ia( +an) in *ang(ades operates troug F05 +ran%es in%(uding o"erseas +ran%es in !A. &t is (in)ed 'it 123F foreign %orrespondents a(( o"er te 'or(d. Janata as a(so a su+sidiar# %ompan# named Janata %ange Eompan# SR; in &ta(#. /is +an) as a+out 6 %ontri+ution in institutiona( finan%ing of te %ountr#.
/e genera( o+e%ti"e of tis report is measure te (e"e( of %ustomers? satisfa%tion on ser"i%e ua(it# of Janata *an) ;imited, Ka)rai( +ran%. &t is a des%ripti"e resear% +# nature. *ot primar# and se%ondar# data a"e +een used to prepare te report. Huestionnaire sur"e# on 50 %ustomers 'as administered for primar# data %o((e%tion. =on pro+a+i(it# %on"enien%e samp(ing te%niue is used to se(e%t samp(e of 50 out of a(( te %ustomers of Ka)rai( +ran% 'o too) an# sort of ser"i%e from te +an).
vii
9rom tis stud# it is found tat maorit# of te respondents said tat emp(o#ees, ser"i%es and materia(s asso%iated 'it te +ran% of Janata *an) ;imited are %apa+(e to meet up %ustomer?s epe%tation. Most of te %ustomers of te +an) are satisfied 'it te tangi+(es or different euipment?s pro"ided +# Janata *an). &n terms of re(ia+i(it# %ustomer ser"i%e ua(it# of Janata *an) ;imited is a(so good a%%ording to te %ustomer?s per%eption. Eustomer ser"i%e ua(it# in%reases 'en +an)ers are more %ourteous and re(ia+(e. /e *an) pro"ides prompt and effi%ient ser"i%es so te ser"i%e ua(it# is good.
*# pro"iding effi%ient ser"i%es te
responsi"eness impro"es tus %ustomer ser"i%e ua(it# in%reases +# impro"ing responsi"eness of emp(o#ees. &n terms of assuran%e and empat#, %ustomers of Janata *an) ;imited are satisfied as emp(o#ees gi"e "a(ue to te e"er# sing(e %ustomer.
viii
