Customer satisfaction in public banks: a study on Janata Bank Limited

Abstract

This internship report based on the three month long internship program that I had successfully completed in Janata Bank Limited as a requirement of my BBA program. As being completely new to practical, corporate world setting, every hour spent in the company gave me some amount of experience all the time all of which cannot be explained in words. But nevertheless, they were all useful for my career. This report includes the history of Banking in all over the world along with detailed information about rise of Banking Industry in Bangladesh. However the big portion of this report is on Janata Bank Limited. A survey was done in Janata bank Limited to make this report. That survey was done to get data about the satisfaction level of the customers of Janata bank Limited towards its services. Bangladesh is an economically developing country, where the commercial banks play a major role behind the economical progress. Now Bangladesh has more than 70+ commercial banks. As the number of commercial bank is higher in Bangladesh, these banks has to compete themselves to get more customers. So customer’s satisfaction is the most important issue to be concern of in banking industry. If a bank is not able to satisfy its customers than customers must switch to other banks as they have more relative options. This report discuss about the satisfaction level of Janata Bank Limited’s customers. Through survey and data analysis I have tried to show whether current statists of satisfaction level of Janata bank Limited. However Before drawing any conclusion based on this report it may be noted that the report was prepared in a very short term and there is lack of data. But still the report may be useful for Janata Bank Limted to understand their customers.