An Internship Report On Customer Satisfaction of Jamuna Bank Limited : A Study

On Pragati Sarani Branch,Dhaka

Supervised By

Mohammad Jamal Hossain

Assistant Professor in Statistics
Department of Business Administration
Manarat International University

Submitted By

Md. Imtahanul Islam

ID No: 1234BBA02348
Department of Business Administration
Manarat International University

MANARAT INTERNATIONAL UNIVERSITY

Date of submission:24 April 2019

 An Internship Report

On

Customer Satisfaction of Jamuna Bank Limited-

A Study on Pragati Sarani Branch,Dhaka

An Internship Report On Customer Satisfaction of Jamuna Bank Limited : A Study

On Pragati Sarani Branch,Dhaka

Supervised By

Mohammad Jamal Hossain

Assistant Professor in Statistics
Department of Business Administration
Manarat International University

Submitted By

Md. Imtahanul Islam

ID No: 1234BBA02348
Department of Business Administration
Manarat International University
 Letter of Transmittal

24 April 2019

Mohammad Jamal Hossain

Assistant Professor in Statistics
Department of Business Administration
Manarat International University

Subject: Submission of Internship Report on Customer Satisfaction of Jamuna Bank Limited -

A Study on Pragati Sarani Branch, Dhaka.

Dear Sir,
It is, indeed, an honor to deliver my internship report on Customer Satisfaction of Jamuna Bank
Limited (A Study on Pragati Sarani Branch, Dhaka) as a prerequisite for the completion of my
BBA program. This report is based on secondary data available as well as the information generated
from my investigation. I have invested the best effort I can to prepare this report and eventually come
up with a worthwhile conclusion.

However, had any clarification required, I would be glad providing them as best as I can.

Sincerely yours

..........................

Md. Imtahanul Islam

ID No: 1234BBA02348
Major in Marketing
Department of Business Administration
Manarat International University
 Declaration of the Student

I am Md. Imtahanul Islam, a student of Bachelor of Business Administration (BBA) program of

Manarat International University. As a partial fulfillment for the requirement of the BBA program I
have to perform the internship in exploring the activities of Jamuna Bank Limited at Pragati Sarani
Branch. I hereby declare that the report is titled as “Customer Satisfaction of Jamuna Bank
Limited”. Prepared and completed by me under the supervision and guidance of Mohammad Jamal
Hossain, Assistant Professor, Manarat International University.

Sincerely yours,

..........................

Md. Imtahanul Islam

ID No: 1234BBA02348
Major in Marketing
Department of Business Administration
Manarat International University
 Supervisor’s Certificate

This is to certify that the internship report on Customer Satisfaction of Jamuna Bank Limited (A
Study on Pragati Sarani Branch, Dhaka). Has been prepared by Md. Imtahanul Islam, ID No:
1234BBA02348, Batch: 34,Program: BBA, Department of Marketing, Manarat International
University. He has been completed the practical internship Program at the, On successfully with
excellent performance under my supervision.

I wish every success in all of his future endeavor.

..........................

Mohammad Jamal Hossain

Assistant Professor in Statistics
Department of Business Administration
Manarat International University
 Certificate of the Internship Committee

It is our pleasure to certify that, Md. Imtahanul Islam, ID No.: 1234BBA02348, is a student of the
Bachelor of Business Administration (BBA), Manarat International University, has been completed the
internship report as MIU prescribed format. The report has been accepted and may be presented to the
Internship Defense Committee for evaluation.

We wish him every success in life.

On the behalf of Internship Committee

_________________________________
(MMA / MMR/AM / MA / IA)
Assistant Professor
Department of Business Administration
Manarat International University
 Acknowledgement

First and above all else, I would like to pay my deepest gratitude to the almighty Allah who has helped
me through all the difficulties in my life and showed me the right path. It is Allah who has made my
journey into the vast sea of knowledge smooth and easier.

My sincere gratitude also goes to my supervisor Mohammad Jamal Hossain, Assistant Professorr in
Statistics Department of Business Administration, Manarat International University. Who has guided
me from the very beginning of my BBA program? His inspiration and encouragement has made me
confident and self-dependent. His tireless efforts and appreciation has greatly contributed to my thesis.
All the shortcomings and weakness of this report, however, are incurred by me.

I would like to thank my colleague of all officials of Jamuna Bank Limited. Pragati Sarani Branch,
Dhaka for providing information and sharing their valuable knowledge that helped me a lot in
preparing this report.

Finally, I would like to thank all the faculty members, officials and class-mates, who are always
supportive to me.

Md. Imtahanul Islam

ID No: 1234BBA02348
Major in Marketing
Department of Business Administration
Manarat International University

Executive Summary
This report was specially made to examine the “Customer Satisfaction at Jamuna Bank Limited”,
pragati Sarani Branch, focusing on the customer satisfaction.
An attempt to familiarize service functions of Jamuna Bank Ltd. It is an aim to draw up strategic and
effective practices of all functions by identifying the strength and weaknesses of Jamuna Bank
Limited.
This report focuses working experience at Pragati Sarani Branch of Jamuna Bank Ltd. As a part of
satisfying their objectives through their customer Jamuna Bank Ltd. offers the following accounts:
Current Deposits, Savings Bank Deposits, Fixed Deposits, Short Term Deposits, Monthly Term
Deposits, Any other deposits as may be approved/ advised by Head Office.
Jamuna Bank Limited has a reputation as a partner for growth. Transparent and quick decision making,
efficient team of performance, satisfied customers, online banking, effective internal control,
diversification of investments etc. are the major strengths of JBL.
Jamuna Bank limited has provided its Banking service with a top leadership and management position.
After doing this intern report I have found that most of the customers of Jamuna Bank Limited have
positive satisfaction towards its service quality. Thus, it is expected that the service quality of Jamuna
Bank Limited will be increased day by day and it will achieve more popularity among the people in
future.

Table of Content
Name of Topic Page no.

Letter of Transmittal iv
Declaration of the Student v
Supervisor’s Certification vi
Certificate of the Internship Committee vii
Acknowledgement viii
Executive Summary ix
Chapter One: Introductory Part
1.1 Introduction 1

1.2 Objectives 1
1.3 Project Methodology 2
1.4 Scope 3
1.5 Limitations 4
Chapter Two: Organizational Overview
2.1 History of the Bank 5

2.2 Management Hierarchy of Progati Sarani Branch 6

2.3 Mission, Vision and Objectives 7

2.4 Corporate Banking 7
2.6 Retail Banking 8
2.7 Marketing Strategies of Jamuna Bank Limited 9
2.8 Swot Analysis 10
Chapter Three: Internship Experience 12
Chapter Four: Analysis and Findings
4.1 Analysis and Findings 13
4.2 Major Findings Of The Study 33
Chapter Five: Recommendations and Conclusion

5.1 Recommendations 35
5.2 Conclusion 36

References 37

Chapter 1
1.1 Introduction :
With a view to acquiring theoretical knowledge about the practical orientation and experiences of
dynamic business world, it is obligatory to undertake an extensive study to prepare a term paper by the
students of BBA program, Manarat International University, who are desirous to the successful
completion of their BBA degree. As part of the program, I am highly proud to join with Jamuna Bank
Limited as Intern and selecting topic “Customer Satisfaction at Jamuna Bank Limited” I was
placed in Jamuna Bank Limited, pragati sarani Branch for a period of three months. This internship is
an orientation to the entire working activities of Jamuna Bank Limited, and a study on an overall
banking area. Though I had worked there in several departments, but I had to select an area of study in
which I can make detailed research and present my understanding in the report. This report is an
attempt to map out a document, which clearly explains the existing situation in a comprehensive way
regarding the activities at the Jamuna Bank Ltd. It is a nice opportunity for the graduates to have a taste
of the real business world before starting their career. Internship, in the modern business world, helps
students demonstrate skills and competence from their supervised experience and in addition, enables
them to demonstrate maturity and acceptable professional, personal, and interpersonal behavior. As the
classroom discussion alone cannot make a student perfect in handling the real business situation,
therefore it is an opportunity for the students to get accustomed with the real life situation through this
program.

1.2 Objectives:

Broad Objective:

The broad objective of this report is to know the “Customer Satisfaction of Jamuna Bank Limited”

Specific Objectives:

1. To understand the customer’s perception about reliability of Jamuna Bank.

2. To assess the customer’s perception about responsiveness of Jamuna Bank.

3. To explore the customer’s perception about assertion of Jamuna Bank.
4. To realize the customer’s perception about compassion of Jamuna Bank.
1.3 Project Methodology:

Data collection and methodology of the study is an essential part of the study. It is
designed in a way so that it corresponds to achieve the objectives of the study. It
includes designing samples, sources of data, collection procedure of data, analysis
techniques data etc.

Data Collection Procedure:

I gathered data from the primary and secondary sources.

 Data Analysis Procedure -

After collecting the data was analyzed by Microsoft Word & Excel. Then the findings
were made. Based on the findings the present situation was explained and
recommendation was made.

 Data Collection-
This research is prepared on the basis of mixed methodology. Both the primary and
secondary data have been used in this research. So the report was based on both the
secondary and primary data.

 Sources of Data-
The sources of data were two types-
a) Primary Sources-
 Primary data have been collected through the clients of Jamuna Bank Limited.
They were given a questionnaire and they have been asked some questions.

b) Secondary Sources/ External Sources-

 Official papers of JBL
 Website of JBL and other bank’s website
 Annual report of JBL
 The archive of the JBL
 Bangladesh Bank Report
  Newspaper, Magazines etc.

 SamplingPlan:

Population: The population of this research is defined below-

 Elements: Existing clients of Jamuna BankLtd.

 Unit: Individual clients of Jamuna BankLtd.
 Extent: Pragati SaraniBranch
 Types of Research:Exploratory

 Sample Frame:

The sample size of this study has been consisted of the clients who deal with the
activities in Jamuna Bank Ltd.

 Sample Size:The sample size of the study was 35.

 SamplingProcedure:
For conducting the research the non-probability sampling procedure was followed in
order to select the sample which is convenience sampling.

1.4 Scope:

In twenty-first century’s world without banking any organization can’t survive for a moment. Basically
my topic is “Customer Satisfaction of Jamuna Bank Limited”. Here I intended to explore the
different aspects of service quality of Jamuna Bank including its overall performance. Since the time
allocated for the internship was very limited, it was bit difficult to cover up every pros and cons of the
service quality. Nevertheless, this study demonstrates a considerable list of areas within the purview of
Jamuna Bank’s service quality.

1.5 Limitations:
1. The main constraint of the study is time limitations. Many of the aspects could not be discussed
in the present report.

2. Every organization has their own secrecy that is not revealed to others. So I cannot disclose
much information for the sake of the confidentiality of the organization.

3. The insufficiency of information is main constraint of the study. Moreover employees are not
interested to provide all information due to security and other corporate obligation Limitations
of the study

4. Since the bank personnel were very busy, they have no ability to give me enough time to
complete the report.

5. Such a study was carried out by me for the first time. So, inexperience is one of the main
factors that constituted the limitation of the study.

6. Since the non-probability sampling process has been employed in doing the research and it has
been conducted for academic purpose, so it may not represent the overall scenario of service
quality of the Bank.
 Chapter 2

2.0. Organization Overview :

2.1. History of the Bank :

Jamuna Bank Limited (JBL)is a Banking Company registered under the Companies Act,
1994 with its Head Office at Chini Shilpa Bhaban, 3, Dilkusha C/A, Dhaka-1000. The Bank
started its operation from 3rd June 2001. The Bank undertakes all types of banking
transactions to support the development of trade and commerce of the country. JBL's services
are also available for the entrepreneurs to set up new ventures and BMRE of industrial units.
Jamuna Bank Ltd., the only Bengali named new generation private commercial bank was
established by a group of winning local entrepreneurs conceiving an idea of creating a model
banking institution with different outlook to offer the valued customers, a comprehensive
range of financial services and innovative products for sustainable mutual growth and
prosperity. The sponsors are reputed personalities in the field of trade, commerce and
industries. The Bank is being managed and operated by a group of highly educated and
professional team with diversified experience in finance and banking. The Management of the
bank constantly focuses on understanding and anticipating customers' needs. The scenario of
banking business is changing day by day, so the bank's responsibility is to device strategy and
new products to cope with the changing environment. Jamuna Bank Ltd. has already achieved
tremendous progress within only eight years. The bank has already ranked as one of top
quality service providers & is known for its reputation. At present the Bank has real-time
centralized Online banking branches (Urban & Rural) throughout the Country having smart
IT-Backbone. Besides these traditional delivery points, the bank has ATM of its own, sharing
with other partner banks & Consortium throughout the Country. The operation hour of the
Bank is 10:00 A.M. To 6:00 P.M. from Sunday to Thursday with transaction hour from 10:00
A.M. to 4:00 P.M. The Bank remains closed on Friday including government holidays.
 Management Hierarchy of Progati Sarani Branch Jamuna Bank Limited

2.3.1 Mission:
 The Bank is committed for satisfying diverse needs of its customers through an array of products at a
competitive price by using appropriate technology and providing timely service so that a sustainable
growth, reasonable return and contribution to the development of the country can be ensured with a
motivated and professional work-force.

2.3.2 Vision:

To become a leading banking institution and to play a significant role in the development of the
country.

2.3.3 Objectives:

1. To earn and maintain CAMEL Rating 'Strong'

2. To establish relationship banking and improve service quality through development of
Strategic Marketing Plans.
3. To remain one of the best banks in Bangladesh in terms of profitability and assets quality.
4. To introduce fully automated systems through integration of information technology.
5. To ensure an adequate rate of return on investment.
6. To keep risk position at an acceptable range (including any off balance sheet risk).
7. To maintain adequate liquidity to meet maturing obligations and commitments.
8. To maintain a healthy growth of business with desired image.
9. To maintain adequate control systems and transparency in procedures.
10. To develop and retain a quality work-force through an effective human Resources
Management System.
11. To ensure optimum utilization of all available resources.
12. To pursue an effective system of management by ensuring compliance to ethical norms,
transparency and accountability at all levels.

2.4.1. Corporate Banking:

The motto of JBL's Corporate Banking services is to provide a personalized solution to our customers.
The Bank distinguishes and identifies corporate customers' need and designs tailored solutions
accordingly. Jamuna Bank Ltd. offers a complete range of advisory, financing and operational
services to its corporate client groups combining trade, treasury, investment and transactional banking
activities in one package. Whether it is project finance, term loan, import or export deal, a working
capital requirement or a forward cover for a foreign currency transaction, our Corporate Banking
Managers will offer you the accurate solution. Our corporate Banking specialists will render high
class service for speedy approvals and efficient processing to satisfy customer needs. Corporate
Banking business envelops a broad range of businesses and industries.

You can leverage on our know how in the following sectors mainly:
 o Industry (Import Substitute / Export oriented)

 Textile Spinning, Dyeing Printing

 Export Oriented Garments, Sweater.
 Food & Allied
 Paper & Paper Products
 Engineering, Steel Mills
 Chemical and chemical products etc.
o Telecommunications.

o Information Technology

o Real Estate & Construction ·

o Wholesale trade

o Transport · Hotels, Restaurants ·

o Non-Bank Financial Institutions

o Project Finance · Investment Banking

o Lease Finance · Hire Purchase · International Banking

o Export & Import Finance

2.4.2 Retail Banking:

Retail Banking of Jamuna Bank offers wide-ranging products and services matching the requirement of
every customer. Transactional accounts, savings schemes or loan facilities from Jamuna Bank Ltd. Their
cooperative & friendly professionals working in the branches will make your visit and enjoyable
experience. This not only meet financial need of the customer but also have raised their standard started
its retail operation in 2009; JBL has continued its success. The products of retail banking are-

Loan Product:
 Any Purpose Loan
 Personal Loan
 Salary Loan
 Doctors Loan
 Education Loan
 Overseas Job Loan
Deposit Product:
  Current Deposit (CD) Account
 Short Notice Deposit (SND) Account
 Savings Bank(SB) Account
 Special Savings Bank Account
 Resident Foreign Currency Deposit (RFCD) Accounts
 Fixed Deposit Receipts

Cards:
Card division was launched in 2006. Since then it has been operating with good reputation. jamuna bank
has been awarded principal membership of visa international. Card division on (P&D) introduces to the
customers with a Varity of products. Our card division continuously meets the challenges of developing
new products and services to match the specific requirements of custom Visa Classic Credit Card,Visa
Gold Credit Card,Visa Electron Debit Card,Prepaid Gift Card,Prepaid Travel Card,Visa debit card,Visa
local currency,Visa dual card,Visa green debit card.

2.5 Marketing Strategies of Jamuna Bank Limited:

 Delivering customer’ desired products and services to create true customers’ value.
 Focusing on export of both traditional and nontraditional items and remittance to ensure a
comfortable position of foreign exchange all the time.
 Doing businesses that have higher risk adjusted return.
 Focusing on maintenance of assets quality rather than its aggressive expansion.
 Changing the deposit mix thereby reduce the cost of deposits.
 Ensuring all modern alternative delivery channels for easy access to our services by customers.
 Taking banking to the doorstep of our target group.
 Restructuring existing products and introducing new products to meet the demand of time and the
target group.
 Entering into new avenues of business to increase profitability.
 Bringing unbanked people into our delivery channels.
 Increasing fee based service/activities where costly capital is not changed.
 Ensuring organizational efficiency by continuous improvement of human capital and motivation
level, dissemination of information and thereby ensuring a sustainable growth of the
organization.
 Maximizing shareholders’ value at all times alongside ensuring a sustainable growth of the
organization.
 Pursuing CSR activities for our continued support to future generation, distressed people and for
advancement of underprivileged people of the country.
 Establishing the brand image as a growth supportive and pro-customers’ bank.
 Strengthening risk management techniques and ensuring compliance culture.
 Remaining cautious about environment and supporting for maintaining a green and clean soil.

2.6 Swot Analysis:

 Strengths:

 Jamuna Bank ltd has already established a favorable reputation in the Banking industry of the
country. It is one of the leading private sector commercial Banks in Bangladesh. The Bank has
already shown a tremendous growth in the profits and deposits sector.
 Jamuna Bank ltd has provided its Banking service with a top leadership and management
position. The top management officials have all worked in reputed Banks and their years of
Banking experience, skill, and expertise will continue to contribute towards further expansion of
the Bank.
 Jamuna Bank ltd has already achieved a high growth rate accompanied by an impressive profit
growth rate in 2008. The number of deposits and the loans and advances are also increasing
rapidly.
 Jamuna Bank ltd has an interactive corporate culture. The working environment is very friendly,
interactive and informal. And, there are no hidden barriers or boundaries while
 communicate between the superior and the employees. This corporate culture provides as a great
motivation factor among the employees.
 Jamuna Bank ltd has the reputation of being the provider of good quality service to its, potential
customers
Opportunities:

 In order to reduce the business risk, Jamuna Bank ltd has to expand their business portfolio. The
management can consider options of starting merchant Banking or diversify into leasing and
insurance sector.
 The activity in the secondary financial market has direct impact on the primary financial market.
Banks operate in the primary financial market. Investment in the secondary market governs the
national economic activity. Activity in the national economy controls the business of the Bank.
 Opportunity in retail banking lies in the fact that the country‘s increased population is gradually
learning to adopt consumer finance. The bulk of our population is middle class.
 Different types of retail lending products have great appeal to this class. So a wide variety of
retail lending products has a very large and easily pregnable market.

Weakness:
  The main important thing is that the Bank has no clear mission statement and strategic plan. The
Banks not have any long-term strategies of whether it wants to focus on retail Banking or become
a corporate Bank. The path of the future should be determined now with a strong feasible
strategic plan.
 Some of the job in Jamuna Bank ltd has no growth or advancement path. So lack of motivation
exists in persons filling those positions. This is a weakness of Jamuna Bank ltd that it is having a
group of unsatisfied employees.
 In terms of promotional sector, Jamuna Bank ltd has to more emphasize on that. They have to
follow aggressive marketing campaign.
 In addition of those things, Jamuna Bank ltd can introduce special corporate scheme for the
corporate customer or officer who have an income level higher from the service holder. At
 the same time, they can introduce scheme or loan for various service holders. And the scheme
should be separate according to the professions, such as engineers, lawyers.
 A large number of private banks are coming into the market in the recent time. In this
competitive environment Jamuna Bank ltd must expand its product line to enhance its sustainable
competitive advantage.
Threats:
 All sustaining multinational Banks and upcoming foreign and private Banks pose significant
threats to Jamuna Bank ltd. If that happens the intensity of competition will rise further and
Banks will have to develop strategies to compete against these local and foreign Banks.
 The default risks of all term loans have to be minimized in order to sustain in the financial
market. Because of default risk the organization may become Bankrupt. Jamuna Bank ltd has to
remain vigilant about this problem so that proactive strategies are taken to minimize this problem
if not eliminate.
 The low compensation package of the employees from mid-level to lower level position is not
able to keep the employee motivation. As a result, good quality employees leave the organization
and its effects the organization as a whole.
 Finally it can be said that, top management officials have experience skill and proficiency on
Banking. JBL has got impressive decoration, for that it creates the attention of the potential
customers. Lovely environment boosts up capability of the employees. Besides these JBL has
adequate capital, high interest rate for DPS and Savings account and its goodwill. For this reason
right people are also not in right place for reference appointment. Another weakness is low
interest rate of FDR, for to a company in near future, such as withdraw of tax, incentives, export,
exemption and more credit facilities etc.
 JBL can also adopt diversification strategy in expanding the business line into leasing and
insurance company. It analyzes the threats, which may face the company such as international
law, withdraw of most favorable nation (MFN) and GSP facilities etc.
 Chapter 3

3.1 Internship Experience :

I spent 40 hours per week at work on internship project. I tried to participate directly
or indirectly in the daily operational activities of the branch.

Job responsibility:

As an intern, I observed activities of almost all departments. But I carried out the
following responsibilities also:

 I wrote down on PO register book.

 Cheque Book providing & requisition service.

 Checking and bindings Vouchers.

 Organized different kinds of files, documents, cheque books, account opening forms
according to the serial number and also make their file

Learning outcome:
As an intern, I learn so many things in the bank. That is given below:

 I learn how to open an account.

 I learn about checking and bindings.
 Learn about PO register book.
 Learn about CRM, KYC profile.
 Learn about different scheme of JBL. Like: Monthly Benefit Scheme, Monthly
Savings Scheme, Double Growth Deposit Scheme, Triple Growth Saving
Scheme, Lakhpoti Deposit Scheme, Kotipati Deposit Scheme, and Millionaire
Deposit Scheme.
 Learn about Cash Payment, Cash Receive voucher
Chapter 4
4.1 Analysis & Findings

1. Question: How is the Deposit Pension Scheme (DPS) to you?

Deposit Pension Scheme (DPS)

5.71%
20%
11.43%
Highly Satisfactory
Satisfactory

Average
Dissatisfactory
Highly Dissatisfactory
28.57%

34.29% Highly Dissatisfactory

The above illustration shows that 20% highly satisfactory, 34.29% satisfactory, 28.57% average,
11.43% dissatisfactory and 5.71% highly dissatisfactory about the Deposit Pension Scheme
(DPS) of Jamuna Bank Limited.
 2. Question: How is the maturity amount of sit Pension Scheme (DPS) to you?

Maturity Amount of Deposit Pension Scheme

2.86%

8.57% 17.14%

Highly Satisfactory
Satisfactory
31.43%

Average
40% Dissatisfactory
Highly Dissatisfactory

The above illustration shows that 17.14% highly satisfactory, 40% satisfactory, 31.43% average,
8.57% dissatisfactory and 2.86% highly dissatisfactory about the Maturity amountofDeposit
Pension Scheme (DPS) of Jamuna Bank Limited.
 3. Question: How is the time to get the maturity amount of Deposit Pension Scheme of JBL
(DPS)?

Get Maturity Amount of Deposit Pension

Scheme
2.86%
5.71%

11.43%

Highly Satisfactory
Satisfactory
22.86%
Average
Dissatisfactory
Highly Dissatisfactory

57.14%

The above illustration shows that 11.43% highly satisfactory, 57.14% satisfactory, 22.86%
average, 5.71% dissatisfactory and 2.86% highly dissatisfactory about the time to get the
maturity amount of Deposit Pension Scheme (DPS) of Jamuna Bank Limited.
 4. Question: How is the installment of Deposit Pension Scheme (DPS) to you?

Installment of DPS

8.57%
20%

28.57% Highly
Satisfactory
Satisfactory
Average
Average
Dissatisfactory
Dissatisfactory
42.86%
Highly Dissatisfactory
Highly Dissatisfactory

The above illustration shows that 20% highly satisfactory, 42.86% satisfactory, 28.57% average,
8.57% dissatisfactory and 0% highly dissatisfactory about the installment of Deposit Pension
Scheme (DPS) of Jamuna Bank Limited.
 5. Question: How is the service of Deposit Pension Scheme (DPS) than other banks?

Service of DPS than other Banks

37.14%
40.00
35.00
30.00
25.00
20.00 22.86% 22.86%

15.00
11.43%
10.00
5.00 5.71% Service of DPS than other Banks
0.00

The above illustration shows that 11.43% highly satisfactory, 37.14% satisfactory, 22.86%
average, 22.86% dissatisfactory and 5.71% highly dissatisfactory about the service of Deposit
Pension Scheme (DPS) than other banks.
 6. Question: How is the loan service of JBL to you?

Loan Service of JBL

2.86%

5.71%8.57%

28.57% Highly Satisfactory

Satisfactory

Average
54.29% Dissatisfactory
Highly Dissatisfactory

The above illustration shows that 8.57% highly satisfactory, 54.29% satisfactory, 28.57%
average, 5.71% dissatisfactory and 2.86% highly dissatisfactory about the loan service of Jamuna
Bank Limited.
 7. Question: How the interest rate of loan is to you?

Interest Rate of Loan

8.57% 5.71%
17.14%

Highly Satisfactory
34.29% Satisfactory

Average
Dissatisfactory
34.29%
Highly Dissatisfactory

The above illustration shows that 5.71% highly satisfactory, 17.14% satisfactory, 34.29%
average, 34.29% dissatisfactory and 8.57% highly dissatisfactory about the interest rate of loan.
 8. Question: How is the monthly installment amount of loan for you?

Monthly Installment Amount of Loan

5.71% 8.57%

14.29%

20% Highly Satisfactory

Satisfactory

Average
Dissatisfactory
Highly Dissatisfactory

51.43%

The above illustration shows that 8.57% highly satisfactory, 20% satisfactory, 51.43% average,
14.29% dissatisfactory and 5.71% highly dissatisfactory about the monthly installment amount
of loan.
 9. Question: How is the time you get the loan service?

Time to get Loan Service

0%

5.71% 8.57%

Highly Satisfactory
Satisfactory

40% Average
Dissatisfactory
Highly Dissatisfactory
45.71%

The above illustration shows that 8.57% highly satisfactory, 45.71% satisfactory, 40% average,
5.71% dissatisfactory and 0% highly dissatisfactory about the time to get the loan service.
 10. Question: How is the loan service of JBL than other banks?

Loan Service of JBL than other Banks

2.86%

5.71%
8.57%

Highly Satisfactory
Satisfactory

25.71% Average
Dissatisfactory
Highly Dissatisfactory

57.14%

The above illustration shows that 5.71% highly satisfactory, 57.14% satisfactory, 25.71%
average, 8.57% dissatisfactory and 2.86% highly dissatisfactory about the loan service of Jamuna
Bank Limited than other banks.
 11. Question: How is the ATM card of JBL for you?

ATM Card of JBL

0%

5.71%
14.29%

Highly Satisfactory

31.43% Satisfactory
Satisfactory
Average
Average
Dissatisfactory
Dissatisfactory
HighlyDissatisfactoy
Highly Dissatisfactory
48.57%

The above illustration shows that 14.29% highly satisfactory, 48.57% satisfactory, 31.43%
average, 5.71% dissatisfactory and 0% highly dissatisfactory about the ATM card of Jamuna
Bank Limited.
 12. Question: How is the service of taking out money from ATM booth?

Service of taking out money from ATM Booth

2.86%

5.71%8.57%

Highly Satisfactory
Satisfactory
37.14%
45.71% Average
Dissatisfactory
Highly
Dissatisfactory

The above illustration shows that 8.57% highly satisfactory, 45.71% satisfactory, 37.41%
average, 5.71% dissatisfactory and 2.86% highly dissatisfactory about the service of taking out
money from ATM booth.
 13. Question: How is the number of ATM Booth in Jamuna Bank?

Number of ATM Booth

5.71%
8.57%
20%
Highly Satisfactory
34.29% Satisfactory

Average
Dissatisfactory
31.43% Highly Dissatisfactory

The above illustration shows that 5.71% highly satisfactory, 20% satisfactory, 34.29% average,
8.57% dissatisfactory and 5.71% highly dissatisfactory about the number of ATM booth
inJamuna Bank Limited.
 14. Question: How is the charge of ATM card of JBL?

Charge of ATM Card

2.86%
8.57% 14.29%

HighlySatisfactory
Satisfactory
37.14%
37.14% Average
Dissatisfactory
Highly Dissatisfactory

The above illustration shows that 14.29% highly satisfactory, 37.14% satisfactory, 37.14%
average, 8.57% dissatisfactory and 2.86% highly dissatisfactory about the charge of ATM card.
 15. Question: How is the customer service from ATM card department of JBL?

Customer Service from ATM Card Department

2.86%

5.71%11.43%

HighlySatisfactory
34.29% Satisfactory

Average
45.71%
Dissatisfactory
Highly Dissatisfactory

The above illustration shows that 11.43% highly satisfactory, 45.71% satisfactory, 34.29%
average, 5.71% dissatisfactory and 2.86% highly dissatisfactory about the customer service from
ATM card department of Jamuna Bank Limited.
 16. Question: How is the ATM card of JBL than other banks?

ATM Card of JBL than other Banks

5.71%

8.57%

17.14%
Highly Satisfactory

25.71% Satisfactory
Average
Dissatisfactory
Highly Dissatisfactory

42.86%

The above illustration shows that 8.57% highly satisfactory, 25.71% satisfactory, 42.86%
average, 17.14% dissatisfactory and 5.71% highly dissatisfactory about the ATM card of JBL
than other banks.
 17. Question: Satisfaction level with customer service of JBL?

Satisfaction Level with Customer Service

2.86%

11.43% 14.29%

Highly Satisfactory
Satisfactory
Average
Dissatisfactory
28.57%

42.86% Highly Dissatisfactory

The above illustration shows that 14.29% highly satisfactory, 42.86% satisfactory, 28.57%
average, 11.43% dissatisfactory and 2.86% highly dissatisfactory about the satisfaction level
with customer service of Jamuna Bank Limited.
 18. Question: Satisfaction level with A/C opening service?

Satisfaction Level with Account Opening Service

2.86% 2.86%

28.57%
28.57%
Highly Satisfactory
Satisfactory

Average
Dissatisfactory
Highly Dissatisfactory
37.14%

The above illustration shows that 28.57% highly satisfactory, 37.14% satisfactory, 28.57%
average, 2.86% dissatisfactory and 2.86% highly dissatisfactory about the satisfaction level with
account opening serviceofJamuna Bank Limited.
 19. Question: Satisfaction level with your A/C at JBL?

Satisfaction Level with Account at JBL

2.86%

8.57%
20%

Highly Satisfactory
Satisfactory

25.71% Average
Dissatisfactory
Highly Dissatisfactory

42.86%

The above illustration shows that 20% highly satisfactory, 42.86% satisfactory, 25.71% average,
8.57% dissatisfactory and 2.86% highly dissatisfactory about the satisfaction level with account
at JBL.
 20. Question: Overall banking satisfaction with JBL?

Overall Banking Satisfaction with JBL

2.86%

11.43% 20%

Highly Satisfactory

28.57% Satisfactory
Average

37.14% Dissatisfactory

Highly Dissatisfactory

The above illustration shows that 20% highly satisfactory, 37.14% satisfactory, 28.57% average,
11.43% dissatisfactory and 2.86% highly dissatisfactory about the overall banking satisfaction
with Jamuna Bank Limited.
 4.2 Major Findings of the Study :

1. Deposit Pension Scheme (DPS): On an average most of the customer are satisfied about the
deposit pension scheme of Jamuna bank limited.
2. Maturity amount of Deposit Pension Scheme: Maximum customers are satisfied about the
maturity amount of deposit pension scheme of Jamuna bank limited.
3. Time to get the maturity amount of Deposit Pension Scheme: Most of the people are
satisfied about the time to get the maturity amount of DPS.
4. The installment of Deposit Pension Scheme: Most of the customers of Jamuna Bank
Limited are satisfied about the installment payment of Deposit Pension Scheme.
5. The service of Deposit Pension Scheme: Maximum people are satisfied about the service
that provides by Jamuna Bank.
6. The loan service of JBL: The customers are satisfied about the loan service of Jamuna
Bank Limited.
7. Interest rate of loan: Some people are in the middle position (not satisfied nor dissatisfied)
and some people feel dissatisfied about the interest rate of different kinds of loan in Jamuna
Bank Limited.
8. The monthly installment amount of loan: The customers of Jamuna Bank Limited are
giving average comment about the installment amount of loans.
9. Time to get the loan service: Most of the customers are feeling satisfied about the time to
get the loan service.
10. Loan service of JBL than other banks: The customers are enough satisfied about the loan
service of JBL than other banks.
11. ATM card of Jamuna Bank Limited: Maximum customers are satisfied about the ATM
card of Jamuna Bank Limited.
12. Service of taking out money from ATM booth: Huge portion of customers are satisfied
about the service of taking out money from ATM booth of Jamuna Bank Limited.
13. Number of ATM Booth: Most of the customers are feeling dissatisfied about the number of
ATM booth of Jamuna Bank Limited.

14. Charge of ATM card: Some customer feels that the charge is high for the ATM card and
 some customer do not give any comments regarding about this.
15. Customer service from ATM card department: Maximum people are very much pleased
about the service that they get from ATM card department.
16. ATM card of JBL than other banks: Here maximum customers are feeling averageof the
ATM card of JBL than other banks.
17. Satisfaction level with customer service: Maximum customers are feeling satisfied about
the service that they get from Jamuna Bank Limited.
18. Satisfaction level with account opening service: Maximum customers are feeling satisfied
when they open account at Jamuna Bank Limited.
19. Satisfaction level with account at JBL: Maximum customers are feeling satisfied to do
account at Jamuna Bank Limited.
20. Overall satisfaction of JBL: Maximum people are agreed about the overall satisfaction of
Jamuna Bank Limited.

Chapter 5
5.1 Recommendations:

Based on the assessment of several characteristics of JBL, the following suggestions have been
made:

Organization front line work 100% perfectly. They have to face some troubles. Alike, the Jamuna
Bank as a commercial association faces some troubles to give client service. To conquer this
trouble, the banks can employee expert investigation by using client questioning tools.

1.Jamuna bank limited should provide different types of schemes to their customers.

2.The maturity amount of deposit pension scheme should be far better than any other banks.

3. Jamuna bank limited needs to provide the maturity amount in short period of time.

4. The installment amount that a customer has to pay every month should be easier for them.

5. Jamuna bank limited should give customers better service of different deposit pension scheme.

6. Jamuna bank limited should give better loan services.

7. Jamuna bank limited should give good interest rate on loan.

8. The monthly installment amount of loan should be low.

9. Jamuna bank limited should disburse loan in a short period of time without any problem.

10. Jamuna bank limited should provide loan service to the customer as soon as possible.

11.Customer should easily get their money from the ATM card of the jamuna bank limited.
12. The service of getting money from the ATM booth should be better.

13. Jamuna bank limited should increase the numbers of ATM booths.

14.The charge of ATM card should be low.

15.The ATM card department of jamuna bank limited should give customer better services and

solve problem within short period of time.

16. Jamuna bank limited should provide unique ATM cards.

17. Jamuna bank limited should give highest priority to the customer.

18. Jamuna bank limited should give better services for account opening.

19.The employees should be available all the time and help the customer while opening any account

at Jamuna bank limited.

20. Jamuna bank limited should satisfy customer and continue relation for long period of time.
5.2 Conclusion:

Banking Industry in Bangladesh is now in right track. The bankers are contributing much
than the previous years for the growth and development of the country. Banking is becoming
more and more vital for economic development of Bangladesh in mobilizing capital and
others resources. As an organization, the Jamuna Bank Limited has earned the reputation of
top banking operation in Bangladesh. The organization is much more structured compared to
any other local bank operating in Bangladesh. It has a reputation as a partner for growth.
Transparent and quick decision making, efficient team of performance, satisfied customers,
online banking, effective internal control, diversification of investments etc. are the major
strengths of Jamuna Bank Limited. After doing this intern report I have found that most of
the customers of Jamuna Bank Limited have positive perception towards its service quality.
Thus, it is expected that the service quality of Jamuna Bank Limited will be increased day by
day and it will achieve more popularity among the people in future.
 References:

Books :

Principles of Marketing By Philip Kotler

Website

1. www.jamunabankbd.com
2. www.Bangladesh-bank.org
3. www.dsebd.org

48
 Questionnaire
Age:

Profession:

Customer’s Satisfaction of Jamuna Bank Limited:

1. How is the Deposit Pension Scheme (DPS) to you?

Answer: a) Highly satisfactory b) Satisfactory c) Average d) Dissatisfactory e) Highly dissatisfactory

2. How is the maturity amount of sit Pension Scheme (DPS) to you?

Answer: a) Highly satisfactory b) Satisfactory c) Average d) Dissatisfactory e) Highly dissatisfactory

3. How is the time to get the maturity amount of Deposit Pension Scheme of JBL (DPS)?

Answer: a) Highly satisfactory b) Satisfactory c) Average d) Dissatisfactory e) Highly dissatisfactory

4. How is the installment of Deposit Pension Scheme (DPS) to you?

Answer: a) Highly satisfactory b) Satisfactory c) Average d) Dissatisfactory e) Highly dissatisfactory

5. How is the service of Deposit Pension Scheme (DPS) than other banks?

Answer: a) Highly satisfactory b) Satisfactory c) Average d) Dissatisfactory e) Highly dissatisfactory

6. How is the loan service of JBL to you?

Answer: a) Highly satisfactory b) Satisfactory c) Average d) Dissatisfactory e) Highly dissatisfactory

7. How the interest rate of loan is to you?

Answer: a) Highly satisfactory b) Satisfactory c) Average d) Dissatisfactory e) Highly dissatisfactory

8. How is the monthly installment amount of loan for you?

Answer: a) Highly satisfactory b) Satisfactory c) Average d) Dissatisfactory e) Highly dissatisfactory

9. How is the time you get the loan service?

Answer: a) Highly satisfactory b) Satisfactory c) Average d) Dissatisfactory e) Highly dissatisfactory

10. How is the loan service of JBL than other banks?

Answer: a) Highly satisfactory b) Satisfactory c) Average d) Dissatisfactory e) Highly dissatisfactory

11. How is the ATM card of JBL for you?

49
Answer: a) Highly satisfactory b) Satisfactory c) Average d) Dissatisfactory e) Highly dissatisfactory

12. How is the service of taking out money from ATM booth?

Answer: a) Highly satisfactory b) Satisfactory c) Average d) Dissatisfactory e) Highly dissatisfactory

13. How is the number of ATM Booth in Jamuna Bank?

Answer: a) Highly satisfactory b) Satisfactory c) Average d) Dissatisfactory e) Highly dissatisfactory

14. How is the charge of ATM card of JBL?

Answer: a) Highly satisfactory b) Satisfactory c) Average d) Dissatisfactory e) Highly dissatisfactory

15. How is the customer service from ATM card department of JBL?

Answer: a) Highly satisfactory b) Satisfactory c) Average d) Dissatisfactory e) Highly dissatisfactory

16. How is the ATM card of JBL than other banks?

Answer: a) Highly satisfactory b) Satisfactory c) Average d) Dissatisfactory e) Highly dissatisfactory

17. Satisfaction level with customer service oh JBL?

Answer: a) Highly satisfactory b) Satisfactory c) Average d) Dissatisfactory e) Highly dissatisfactory

18. Satisfaction level with A/C opening service?

Answer: a) Highly satisfactory b) Satisfactory c) Average d) Dissatisfactory e) Highly dissatisfactory

19. Satisfaction level with your A/C at JBL?

Answer: a) Highly satisfactory b) Satisfactory c) Average d) Dissatisfactory e) Highly dissatisfactory

20. Overall banking satisfaction with JBL?

Answer: a) Highly satisfactory b) Satisfactory c) Average d) Dissatisfactory e) Highly dissatisfactory

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