LETTER OF TRANSMITTAL
Date: 27 June 2025
Dr. Mohammad Azizur Rahman
Professor
Department of Management Studies
Begum Rokeya University, Rangpur.
Subject: Submission of Project Paper on “Measurement of Customer
Satisfaction: A Study on Janata Bank Limited, Kaunia Branch, Rangpur”.
Sir,
This is my pleasure to present my Project Paper entitled on“Measurement of
Customer Satisfaction: A Study on Janata Bank Limited, Kaunia Branch,
Rangpur” I believe the knowledge and experience I have gathered during the
preparation of this Project Paper period will be helpful in my future professional life.
I will be grateful to you if you accept this Project Paper and I will be available for
defense on this Project Paper any time.
Your support in this regard will be highly appreciated.
Sincerely yours
.............................................
Md. Nur Alam Siddiqi
Id-0323120621
Reg No: 301424
Session: Spring 2023
PMBA 12th Batch (Professional)
Department Of Management Studies
Begum Rokeya University, Rangpur
i
DECLARATION
I declare that the Project Paper on “Measurement of Customers Satisfaction : A
Study on Janata Bank Limited, Kaunia Branch, Rangpur” has been carried out
by me perused under the supervision of Dr. Mohammad Azizur Rahman,
Professor, Department of Management Studies, Begum Rokeya University, Rangpur.
I also confirm that this Project Paper is prepared only for my academic purpose and
requirement, and not submitted this paper in any other University or institution for
any degree or any other purpose.
Your faithfully
......................................
Md. Nur Alam Siddiqi
Id-0323120621
Reg No: 301424
Session: Spring 2023
PMBA 12th Batch (Professional)
Department Of Management Studies
Begum Rokeya University, Rangpur
Page | ii
SUPERVISOR’S CERTIFICATE
This is to certify that the project paper on “Measurement of Customer Satisfaction:
A Study on Janata Bank Limited, Kaunia Branch, Rangpur” has been prepared
by Md. Nur Alam Siddiqi, Bearing ID No- 0323120621, Session: Spring 2023,
Student of PMBA (Professional), 12thBatch, Department of Management Studies,
Begum Rokeya University, Rangpur. This project paper has been completed
successfully under my guidance and supervision.
I wish her success at every sphere of life.
.........................................................
Dr. Mohammad Azizur Rahman
Professor
Department of Management Studies
Begum Rokeya University, Rangpur.
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ACKNOWLEDGEMENT
All gratitude and thanks to Almighty Allah the gracious the most merciful and
beneficent who gave me courage, knowledge, strength, scope and ability to
undertake and complete this task towards success. I am very much obliged to my
family members specially my parents, my colleagues who provided support, energy
and motivation to reach this stage.
I express my sincere gratitude, deep sense of appreciation, best regards and
profound respect to my honorable teacher, course co-ordinators and distinguished
personality my respected supervisor Dr. Mohammad Azizur Rahman, Professor,
Department of Management Studies , Begum Rokeya University, Rangpur for his
constant supervision, scholastic guidance, encouragement, motivation, co-
operation, constructive suggestions and valuable advice to conduct my research
work and prepare this report successfully. I am especially grateful to Mr. Md.
Nurnabi Mia, (Manager) Principal Officer, Janata Bank Limited, Kaunia Branch,
Rangpur for giving me great support and advice to conduct the study. I will ever
remind his contribution.
And last but not the least I would like to express my gratitude to all of my
respondents for giving me the necessary data and information for my research
program.
I feel successful and pleasure on the accomplishment of this report in
due time.
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ABSTRACT
Now the banks constitute the core of the country’s organized financial system in
Bangladesh. Banks are now-a-days the most trusted financial organizations to the
people all over the world and they satisfied their customer by offering Different
banking services. Ensuring the maximum level of customer satisfaction is an aim for
each financial institution. As a result the customer expectations about the service
quality of Janata Bank always remain medium. I got the opportunity of getting
important information from the employees of this bank that help me to prepare this
project paper. Janata Bank Limited, a leading commercial bank with 916 outlets
strategically located in almost all the commercial areas throughout Bangladesh,
overseas Exchange Houses and hundreds of overseas Correspondents, came into
being as a Public Limited Company on May
17, 2007 with a view to take over the business, assets, liabilities, rights and
obligations of the Janata Bank which emerged as a nationalized commercial bank in
1972 immediately after the emergence of Bangladesh as an independent state. The
objective of the report is to assess the level of importance, the customer of Janata
Bank put across various service attributes and also to determine how well Janata
Bank is satisfying the customer of those service grounds and different service
quality dimensions. The survey is conducted on 40 respondents (sample) those
represent the total general customers segment. Customer had to mark the level of
importance that they perceive about a particular service attribute’s quality. The
survey data is then analyzed with the help of statistical tools like weighted average
mean and simple arithmetic mean. The survey outcome is not highly satisfactory.
Customers are highly dissatisfied with the service quality of ATM’s because of the
less number of ATM’s. By increasing the numbers of ATM’s, constructing the new
branches, employees training, introducing locker service, personalize caring,
implementing charges Janata Bank can improve its service quality. Janata Bank
should attract the dissatisfied customer in order to bring them to positive side of the
road strong relationship with the customers can be maintained.
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CONTENTS
CHAPTER TITLE PAGE
Letter of Transmittal i
Declaration ii
Supervisor’s Certificate iii
Acknowledgement iv
Abstract v
Abbreviations viii-ix
CHAPTER ONE INTRODUCTION 1-4
1.1 Background of the study 1
1.2 Objective of the study: 2
1.3 Methodology 2-3
1.4 Limitation of the study 4
CHAPTER TWO THEORETICAL AND CONCEPTUAL 5-8
FRAME WORK OF THE STUDY
2.1 Customer Satisfaction 5-6
2.2 Need for Customer Satisfaction 6-7
2.3 Factors of Customer Satisfaction 7-8
CHAPTER THREE AN OVERVIEW OF JANATA BANK 9-23
LIMITED.
3.1 Background 9-10
3.2 Janata Bank Limited 10
3.3 Vision of Janata Bank Limited 10
3.4 Mission of Janata Bank Limited 11-12
3.5 Corporate Profile 13
3.6 Strength of Janata Bank Limited 14
3.7 Brand of Janata Bank Limited 14
3.8 Human Resources Management of Janata Bank 15-17
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Limited
3.9 Code of conduct for employees of Janata Bank 18
Limited.
3.10 Products and Services of JBL 19-23
CHAPTER: FOUR AN OVERVIEW OF JANATA BANK 24-35
LIMITED
4.1 Analysis And Interpretation 24-34
4.2 Statistics of Survey result 35
CHAPTER: FIVE FINDINGS RECOMMENDATIONS AND 36-41
CONCLUSION
5.1 Finding 36
5.2 Recommendations 37
5.3 Conclusion 38
Bibliography 39
Questionnaire 40-41
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ABBREVIATIONS
BB Bangladesh bank
JBL Janata Bank Limited
SCB State owned commercial bank
PCBs Private commercial bank
FCBs Foreign commercial bank
SDBs Specialized bank
BACH Bangladesh automated clearing house
BACPS Bangladesh automated cheque processing system
BEFTN Bangladesh electronic fund transfer network
CAMELS Capital Adequacy, Asset Quality, Management, Earnings,
Liquidity And Sensitivity Of Market Risk.
CRM Core risk management
CSR Corporate social responsibility
EDD Environmental Due Diligence
EDW Environmental data Warehouse
ENVRR Environmental risk rating
ERP Enterprise Resources Planning
ETP Effluent Treatment Plant
GB Green Banking
HHK Hybrid Hoffman kiln
LAN Local Area Network
WAN Wide Area Network
NPS National Payment Switch
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SEF Sustainable Energy Finance
SME Small and Medium Enterprise
RBCA Risk Based Capital Adequacy
SWIFT Society for the World wide Interbank Financial
Telecommunication
BAMLCO Branch Anti Money Laundering Compliance Officer
CAMLCO Chief Anti Money Laundering Compliance Officer
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