Student’s declaration

I, Tarikul Islam, hereby declare that the internship report titled “Customer Satisfaction of
Janata Bank Limited” is individually prepared by me after completing the 45 days’ internship
at Janata Bank Ltd, Hotel Sheraton Corporate Branch, Dhaka and a comprehensive sample
survey on the customers of Janata Bank Limited.

I would like also to declare that the report is prepared exclusively for academic purpose and not
for any other reason.

Tarikul Islam

Roll No: 024-132

Department of Management

University of Dhaka.
 Letter of Transmittal

28th February

Manika Chakraborty

Assistant Professor

Department of Management

University of Dhaka.

Subject: Submission of Internship Report.

Dear Ma’am,

It is an absolute pleasure for me to submit the internship report titled “Customer Satisfaction of
Janata Bank Limited” which has done as a part fulfillment of the requirements for the degree
of Bachelor of Business Administration (BBA) under Department of Management, Faculty of
Business Studies, University of Dhaka. 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 mistakes due to various limitations. So I beg your kind 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,

---------------------------

Tarikul Islam

Roll No: 024-132

Department of Management, University of Dhaka.

Successful completion of any work needs inspiration, guidance, and financial and logical help
from others. My study is not out of that. In preparing this report, different persons have extended
their helping hands to me. It would have not been possible for me to complete this report without
their helps. I am very much fortunate to get the sincere guidance and supervision from a number
experienced persons. First of all, I would like to express my gratefulness and harmony to the
almighty for giving me the sound health and mind, strength and aptitude to finish the report
within the time.

I feel honored to lay my sincerest gratitude to my honorable supervisor, Manika Chakraborty,

It was a great opportunity for me to complete my internship program at Janata Bank Limited,
Hotel Sheraton Corporate Branch. I am also very grateful to my branch manager, Nahida Akhter,
Manager and other officers for their great support. Lastly, I would like to give special thanks and
greetings to my fellows for giving me some required information, valuable advices and
suggestions to complete the report in a comprehensive manner. I thank them all from the core of
my heart.
 Executive Summary

This report based on the internship program, for the fulfillment of the requirements for the
degree of Bachelor of Business Administration (BBA) under Department of Management,
Faculty of Business Studies, University of Dhaka. This study attempted to understand the
customer perceptions on this bank. The general objective of the report is to understand the
customer’s insight about their satisfaction level with Janata Bank limited. Internship in Janata
Bank Ltd. was a great practical experience for my career life.

The report discusses about the customer satisfaction level of Janata Bank Limited. This report is
divided into six chapters. First chapter, contains the introduction part of this report which implies
a short description about banking scenario, importance of bank and the importance of the
satisfaction of the customer in Bangladesh. I faced several limitations while conducting the
study.

The study was conducted based on both the primary and secondary sources of information.
General Objective is to analyze customer service provided at different banking sections to know
about the customer satisfaction of JBL and the specific objectives are to know the services
provided by JBL, their customers satisfaction level, provide some recommendations to improve
their services.

Second chapter, contains the methodology part. The nature of the research is a descriptive
research. I made a detailed questionnaire for my survey. For conducting my research total sample
size was 30. I took the use of non-probability convenience sampling. I input the data into MS
Excel program and got the output of those data using necessary formula. The research is
qualitative in its approach.

Third chapter includes the literature review. Customer satisfaction often abbreviated as CSAT.
Concept of customer and their satisfaction has a central position in marketing as it is a major
outcome of marketing activity and it links the processes of purchase and consumption or use of
the product or service to attitude change, repeat purchase and ultimately brand loyalty. Customer
satisfaction refers to a person’s satisfaction with a product, a service, or a supplier. The authors
also state that customer satisfaction in banks refers to the positive state of mind, concerning the
bank, and evoked by the customer’s experiences with the bank throughout time. Service quality
is also an important element of customer satisfaction. Customer satisfaction and service quality
are inter-related. The higher the service quality, the higher the customer satisfaction. In today’s
world, delivering quality services to clients is essential since it creates room for success and
survival in the competitive banking environment. Parasuraman et al. suggested the “Service
Quality Model” in order to serve as a framework for further research. Service Quality Model is
an important framework for assessing the gap between customer expectation and service quality.

Fourth chapter includes the organizational profile. It is about the organization upon which the
report has been prepared. It contains the particulars of the organization through which the
organization can be recognized. Mission, goal, corporate information, organizational structure
etc. of Janata Bank Ltd. are discussed in this part.

Chapter five includes the analysis and findings. I have found that customer’s satisfaction level of
Janata Bank Ltd. is average satisfactory. Most of the customers are satisfied about the factors
under responsiveness and assurance dimensions and JBL’s reliability is nearly average. But the
tangibles, empathy and loan dimension is below average. Most of the customers dissatisfied with
those factors.

In the last chapter, conclusion and recommendation, there is a huge communication gap between
the bank and the customers. Inadequate modern and hi-tech equipment, long time to serve,
unwillingness to help customers, inadequate ATM and online facilities, long time to get the loan,
etc. are some specific problems. To satisfy these customers, the management can take some
attempts like concentrating on increasing modern hi-tech equipment; being more committed to
do something by a certain time and maintain good communication with its customers;
introducing modern technology based services; increasing digital marketing effort; ensuring
regular training program employee-customer relationship, maintaining a good corporate culture;
increase the ATM and the online banking facilities, warm interaction with customers, ask
feedback from customers and conducting continuous survey on customers to know them
properly.