General Banking of Jamuna Bank free essay sample

Background of the study: It is a customer satisfaction survey of Jamuna Bank Limited in Dilkusha Branch. There is no previous report on customer satisfaction, that’s why decided to research on customer satisfaction. Customer satisfaction is the individual’s perception of the performance of the products or service in relation to his or her expectation (Leaon G. Schiffman) Basically Banking is service oriented business. In service oriented business customer satisfaction depend on good service quality, service recovery paradox, low price and how much easily it is available to customer. Jamuna Bank Limited always tries to provide better customer service. In almost all business situations it is more expensive to win new customer than to keep new customer (leaon G. Schiffman). According to Schiffman and Lazar Kanuk, satisfied customer buy more products, satisfied customer are less price sensitive ,it is cheaper, satisfied customer spread positive word of mouth. 1. 3 Scope of the Study: This study deal with the analysis of the customer satisfaction and expectations about services of the Jamuna Bank Limited. We will write a custom essay sample on General Banking of Jamuna Bank or any similar topic specifically for you Do Not WasteYour Time HIRE WRITER Only 13.90 / page This study was limited within the Dhaka city specially Dilkusha in Motijheel and in the neighborhood area under the command area of Dilkusha Branch. 1. 4 Objective of the Study: Broad objective: To achieve a clear idea of customer satisfaction about the services of the Jamuna Bank Limited. Specific objectives: The specific objectives of the study are: 1. To identify the factors of customer satisfaction. 2. To evaluate the level of customers satisfaction. 3. To find out the problems of customer satisfaction 4. To recommended some suggestions 1. 5Methodology: This is a descriptive type of research. Types of data used: Both primary and secondary data are used. Secondary data sources: a) Published materials in the internet. b) Annual report and brochure of Jamuna Bank Limited. Primary data: The target population of this study is existing account holders of Jamuna Bank Limited in Dilkusha Branch. The sample size is 48 respondents for the survey. Simple random sampling technique was applied for drawing the sample. To reduce sampling error tries to use words that consumers routinely use, tires to use clear questions, and tries to use questions that respondents able to answer. Sample size of 48 is to be selected from a sampling frame containing 150 elements. These elements are account number of existing account holders. Method of data collection: Questionnaire method have used in data collection. Closed-ended question have used. The questioning is structured. A formal questionnaire is prepared and the question is asked in a prearranged order. ‘Likert Scale have used for descriptive analysis. Data Analysis Method: Statistical data comparison tools like Average, Standard Deviation, Mean, Cross Tabulation, Descriptive Analysis, and Frequency Analysis. Data Analysis was done mostly with the help of SPSS. 1. 6 Limitation of the Study: The following problems influenced the report: a) Lack of comprehension of the respondents was the major problem that created many confusions regarding verification of conceptual question. b) Limitation of time was one of the major problems for the study. Because for limited time, the sample size was limited with 48 persons. c) The survey is based on customer’s response in Dilkusha Branch. d) The samples are not enough for this kind of survey because they are a very small in number (48 respondents) Chapter 2: Learning Part 2. Discussion and Analysis The key factors influencing customer’s satisfaction of a bank include the range of service, rate, fees and price charged. It is apparent that superior service, alone, is not sufficient to satisfy customer. Prices are essential, if not more important than service and relationship quality. Furthermore service excellence, meeting clients need and providing innovative products are essential to succeed in the banking industry. Most private banks claim that creating and maintaining customer relationships are important to them and they are aware of the positive value that relationships provide. Jamuna Bank Limited mainly concerns about their customer service. Jamuna Bank Limited aware about its customers complains suggestions queries through â€Å"Customer service department†. Some factors of customer satisfy actions are given below: 2. 1Factors of customer satisfaction: a) Responsiveness: It is expected that customers are satisfied with the responsiveness of bank. Employees of JBL in Dilkusha branch take individual care of each customer. The employees of Dilkusha branch are very responsive. b) Security: It is expected that customers are satisfied with the security of bank. Customers deposit their money in those banks which provide better security. Jamuna Bank Limited always tries to provide better security. c) Online banking: It is expected that customers are satisfied with the online banking (ATM Cards, Deposit cards, Credit cards etc). By online banking customer can deposits and withdraw money where of the country. Jamuna Bank Limited provides Online Banking. JBL have own ATM Booths and they share booth with others bank (Sonali Bank, Dutch-Bangla Bank) etc. d) Providing Information: Customers always want more information about the products services that’s company offer . Employees of JBL in Dilkusha branch provide details information about the products and services based on customers’ needs. e) Branch location: Management should focus of establish branch chosen to customer that make easy customer to communicate with bank. Management should establish branch nearest to customer home or office. JBL have sixty seven (67) branches around the country. Dilkusha branch situated in the central point of Motijheel. f) Internet banking: It’s expected that customers are satisfied with internet banking. By internet banking customer can download account opening form, others, materials and can operate banking activities form her own home without physical interaction. Jamuna Bank Limited provides internet banking. g) Physical environment of the branch: Customer always wants a peaceful environment. Management should create a noise free environment from which customer feel comport. Physical environment of Dilkusha branch is peaceful and noise free. h) Behavior of employee: Behavior of employees should be suitable and flexible. Customers want respectful behavior from the employees. The behavior of employees of JBL in Dilkusha branch is very flexible. i) Service quality: Bank is service oriented business. Its success depends on offering best service to its customers. Customer becomes more satisfied when bank provide proper service. Service quality depends on quick service, good behavior of employees. JBL of Dilkusha branch provide proper service through Customer Service Department. If customer faces any problem they try to solve the problem quickly. j) Mobile banking: It is expected that customers satisfied with mobile banking. By mobile banking customer can know about the product and service without physical interaction, mobile banking save the customer time. JBL of Dilkusha branch provide products details information through the customer phone call. k) High interest rate: Customers want to investment money from where customer gets more return. JBL of Dilkusha branch, provide 6. 40% interest rate for STD, 10% interest for FDR and 9% interest for special scheme (MSS, Double Benefits etc). l) Fee for opening a new account: Every bank maintains a minimum balance for opening a new account. In JBL the minimum balance for saving account is tk. 000 and current account is tk. 5000. m) Process of account opening and closing: The first interaction with a customer is to come to open an account and the lost is to close it. Bank should focus on make easy process of account opening and closing. Jamuna Bank Limited follows the standard rules in account opening and closing process. 2. 2Customer satisfaction level: To eval uate the customer satisfaction level some question is build based on organization service. Customer satisfaction level determined through analysis of questionnaires. 2. 3: Analysis of Respondents