Analyzing customer satisfaction about online banking services of Jamuna Bank Limited

Abstract

Banks are now a days the most trusted financial organizations to the people all over the world. They make satisfied their customer by offerings different banking services. Jamuna Bank Limited plays a vital role in forecasting the economic and social condition of our country. I feel so lucky to get the opportunity to do the three months of internship in the JBL head branch (Mohakhali Branch). I also got the chance of doing survey conducted directly by customers and getting important information from the employees of this Bank that help me to prepare this report. Jamuna Bank Limited, a private limited bank has conducted its services with 108 branches strategically located in almost all the commercial areas throughout Bangladesh. The main objective of this report was to find out the satisfaction level of the customers of JBL on online banking. The survey was conducted on 50 respondents who are actual customers of the bank. Customer had to mark the level of importance they remark about a particular service attribute’s quality. The finding data was then evaluate with the help of statistical tools like weighted average mean and simple arithmetic mean. The findings of the survey were not quite satisfactory. Customers were not satisfied with the service quality of Online Banking. Jamuna Bank Limited should improve the quality of online service by increasing the numbers of online Branches, employees training, improved ATM card services, personalize caring, implementing charges and so on. Jamuna Bank should attract those customers who had negative experience about the online banking services to offer better services as well build strong customer relations.