Chapter 07

Recommendations and Conclusions

Janata Bank Limited has started their journey 46 years ago. In this long time, they have hardly
changed their way of doing business. So it is very difficult for me to suggest something to this
bank. From my study, I have come to know various aspects of the customers’ viewpoints
towards the services of the Janata Bank ltd. The customer’s insights provide opportunities to
improve the services of the JBL. According to the findings of my study, the followings are some
recommendations that can improve customer’s satisfaction level as well as the actual services of
Janata Bank Ltd.

a) Treat customers equally: Often customers complain that all customers are not treated
equally. They have to wait a long time to have a service. According to them valued and
loyal customers always get extra facility and customized services from officers where
normal customer do not. Limited number of manpower is one of the reasons of lower
customer service. If JBL recruits more employees and each and every employee are
dedicated to their work, then the services will of course increase. All the customers
should treat in same manner.

b) Adopt Marketing Strategies & Marketing Research: JBL should make people aware
about the different product of JBL that the bank is offering and will have to explain the
benefit of becoming customer of JBL through different advertisements or marketing
program. For that they can use print media, electronic media or they can distribute
leaflets to customers, also they can set up stall in different trade fair.

c) Prompt and accurate service: Customers ask for more especially quick, accurate
service and good behavior from bankers as they think a private bank should provide such
quality sufficiently. It has been found that inappropriate and slow work process often
compels the customers to compare the bank with government bank, which is bad for the
reputation of the bank. Thus they should take necessary steps to solve this problem.

d) Improve Corporate culture: Corporate culture of JBL Hotel Sheraton Corporate branch
should be improved. Corporate culture is very important for an organization. It will help
 employees to behave properly with customers as well as with other co-worker. Thus
disagreement between employees and customers over trivial matter will not occur. If
corporate culture is established in a branch, then employees will be self-motivated and
creation will increase. Even it will help to work within group.
e) Increase the product offers: The features of the products offered by JBL Hotel Sheraton
Corporate branch is not enough. The demand of the customer is high in comparison.
Sometime customer claims that benefit that bank is providing with the product is not that
much attractive or useful for the customers. The feature of those products should be great.

f) Go online: Online facility of the Janata Bank limited should be improved. In order to
compete in the competitive market, they should adopt real time online banking system in
every branch. In this digital era, JBL can also introduce mobile banking. It may be huge
hit for JBL.

g) Increase ATM Booths: Only 179 out of 904 branches of JBL have ATM Booth
Facilities. ATM Booth helps the bank account owner to get money at anytime from
anywhere. No one likes to stand in cue for long hours to get money. People like to
deposit their money in that bank which has more ATM booths; this is why Dutch Bangla
Bank has more customers in Bangladesh, because it has highest number of ATM booths.
So JBL should increase their ATM Booths.

h) Improve technology: Janata Bank Ltd. needs to improve the technology. I have already
shown the obsolete us of software. For a service company, technological lacking brings
huge drawbacks. As I have mentioned the banking software issue, it need to overcome
from developing stage as quick as possible. Moreover, internet banking, full functional
online service needs to be launched so that they can get bring banking services to
everyone.

i) Proper training: Proper training may improve the overall service quality of the JBL.
Employees should be given training on customer satisfaction, service quality and modern
technology. These training will make them capable of serving customer better.
 j) Should ask feedback from customers: JBL should ask for feedbacks from their
customers after providing a service. They can do this at least twice a year. It will help
them to get idea about the quality of their services. They can improve their services
according to the feedback of customers.

k) Build Strong Networking Among All Branches: There is no networking between

7.2 Conclusion

Janata Bank Limited has archived a good reputation in its long journey of almost 5 decades.
People have more trust on the state owned or nationalized banks than other private commercial
banks. Janata Bank Limited has to compete with not only with the other state owned banks but
also with the large number of private commercial banks. As all these banks are providing same
sort of service so it makes the competition more difficult but interesting. Still they have managed
to do well in this industry. Though they lack behind in many sectors such as online banking and
ATM services but still people are investing in this bank because of its good reputation.

It is very important for every business firm to assess the customer’s insight as serving them is not
possible without knowing them properly. High level of positive perception can convert potential
customers to actual customers where negative perception can increase switching rate as well as
decrease new customer acquisition rate. One of the main objectives of this study was to
understand the customer’s satisfaction of the Janata Bank Ltd.

Being one of the largest nationalized commercial banks Janata Bank Ltd. is operating every
corner of the country providing the banking services to different classes of customers. Banks
play an active role for the development of the country. Janata Bank Ltd has made notable
improvement over the past years. I am proud to get an opportunity to continue my internship in
this bank. I tried to gather information from the customers of JBL which were relevant to my
objectives and summarize all of them within the report. From this report I found that the
customer’s satisfaction of JBL is average satisfactory and there are lots of opportunities to
improve their quality above the average. This will be helpful for the bank management if they
carefully analyze the problems and take necessary actions for corrective measures considering
the recommendations.