Jamuna Bank Ltd. and its customer service

Abstract

The primary purpose of this report is to fulfill the degree requirement of Bachelor of Business Administration at BRAC Business School, BRAC University. Internship is must to fulfill academic requirement. The program provided me the opportunity to interact with the clients of Jamuna Bank and gather insights of Jamuna Bank‟s customer service. Financial institutions have wide range of activities in the economy of a country. Banks are the most important one in the financial sector as they play a very crucial role for the economy. Banking business mainly maintains flow of funds from depositors to investors. In this process, banks need to collect deposit from the depositors and then distribute those as loan to the investors. Besides, banks provide assistance in international trade, money transfer, collection and payment of utility and other bills, etc. all of which are fully customer oriented. Therefore, commercial banks are treated as service organizations and their business is largely dependent on the quality of services they provide towards its clients. Hence, the efficiency and success of commercial banks depend entirely upon the satisfaction of their clients. So the key factor of any commercial bank is the customer service provided by them. This report ”Jamuna Bank Ltd. and its customer service ” is the picture of quality services provided by one of the well-known private commercial bank of Bangladesh „Jamuna Bank Limited‟ . The study covers the following sections: 1. Brief Discussion about Jamuna Bank Limited (JBL) 2. Services provided by Jamuna Bank Limited 3. Customer Satisfaction and Expectations 4. Findings & Recommendations