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

Bio of Henry Kissinger, Diplomat and Intellectual

Bio of Henry Kissinger, Diplomat and Intellectual Henry A. Kissinger (born Heinz Alfred Kissinger) is a scholar, public intellectual and the worlds foremost- and one of the more controversial- statesmen and diplomats. He served on the administrations of two U.S. presidents, most notably Richard M Nixons, and advised several others, including John F. Kennedy and George W. Bush. Kissinger shared the 1973 Nobel Prize for Peace for his efforts to negotiate an end to the Vietnam War. Fast Facts: Henry Kissinger Also Known As: Heinz Alfred KissingerKnown For: Secretary of the U.S. Department of State, Assistant to the President for National Security Affairs  Born: May 27, 1923, in Fuerth, GermanyParents: Louis and Paula (Stern) KissingerSpouse: Ann Fleischer  (divorced); Nancy MaginnesChildren: Elizabeth and DavidEducation: Harvard College, B.A.; Harvard University, M.A. and Ph.D.Published Works: Diplomacy, Nuclear Weapons and Foreign Policy, The White House YearsKey Accomplishments: Winner of the 1973 Nobel Prize for Peace for his efforts to negotiate an end to the Vietnam War, the 1977 Presidential Medal of Freedom and the 1986 Medal of LibertyFamous Quote: â€Å"Corrupt politicians make the other ten percent look bad.†Ã‚  Fun Fact: Kissinger became an unlikely sex symbol and was known as a flirt, of sorts, in President Richard Nixons administration; he once noted: Power is the ultimate aphrodisiac. Fled Nazi German, Drafted by U.S. Military Kissinger was born on May 27, 1923, to Louis and Paula (Stern) Kissinger, Jews living in Nazi Germany. The family fled the country in 1938 amid state sanctioned anti-Semitism, just before the burning of Jewish synagogues, homes, schools and businesses in a deadly event that became known as Kristallnacht. The Kissingers, now refugees, settled in New York. Heinz Kissinger, a teenager at the time, worked in a factory making shaving brushes to support his poor family while also attending George Washington High School at night. He changed his name to Henry and became a U.S. citizen five years later, in 1943. He later enrolled in the City College of New York in hopes of becoming an accountant, but at age 19 he received a draft notice from the U.S. Army. He reported for basic training in February 1943 and eventually began work in counterintelligence with the Army Counter Intelligence Corps, where he served until 1946. A year later, in 1947, Kissinger enrolled at Harvard College. He graduated with his B.A. in political science in 1950, and went on to earn a masters degree from Harvard University in 1952 and a Ph.D. in 1954. He accepted positions in the prestigious Ivy League universitys Department of Government and its Center for International Affairs from 1954 to 1969. Marriage and Personal Life Kissingers first marriage was to Ann Fleischer, whom he had dated in high school and remained in touch with while he was in the Army. The marriage took place on February 6, 1949, while Kissinger was studying at Harvard College. The couple had two children, Elizabeth and David, and divorced in 1964. A decade later, on March 30, 1974, Kissinger married Nancy Sharon Maginnes, a philanthropist and former foreign policy staffer to Nelson A. Rockefellers Commission on Critical Choices for Americans. Career in Politics Kissingers professional career in politics began with Rockefeller during the early part of the wealthy Republicans tenure as governor of New York in the 1960s. Kissinger served as Rockefellers foreign policy adviser until he was tapped by Republican President Richard M. Nixon to be his national security adviser. Kissinger served in that capacity from January 1969 until early November 1975, simultaneously serving as secretary of the Department of State beginning in September 1973. Kissinger remained in the White House administration after Nixon resigned amid the Watergate scandal and Vice President Gerald Ford took over the presidency. Master of Practical Politics Kissingers legacy is as a master practitioner of realpolitik, a term used to mean the practical realities of politics, or a philosophy that is rooted in a nations strength instead of morality and world opinion. Among Kissingers most important diplomatic accomplishments are: The easing of tensions between two nuclear superpowers, the Soviet Union and the United States, during the  Cold War in the 1960s and 1970s. This cooldown was known as a â€Å"dà ©tente.† Kissinger and Nixon used the strategy to de-escalate the showdown between the countries, in turn winning arms reduction treaties. Kissinger is widely credited with easing Cold War tensions and preventing a third world war.Ending more than two decades of diplomatic estrangement between the United States and China leading to a 1972 meeting of Nixon and Mao Zedong, the infamous founder of the communist Peoples Republic of China. Kissinger had begun secret negotiations with Maos government in 1971 under the belief that the United States would benefit from a friendly relationship, further illustration of Kissingers belief in realpolitik, or practical politics.The Paris Peace Accords, signed in 1973 following secret negotiations between Kissinger and North Vietnamese politburo member Le Duc Tho. The accords were meant to end the Vietnam War and did, in fact, lead to a temporary ceasefire and the end of U.S. involvement. Le Duc Tho had become increasingly concerned that his nation could become isolated if Kissingers and Nixons policy of dà ©tente built relations between the United States and its allies, the Soviet Union and China.   Kissingers shuttle diplomacy in 1974 during the Yom Kippur war among Israel, Egypt, and Syria, which resulted in disengagement agreements between the countries. Criticism of Kissinger Kissingers methods, particularly his apparent support of military dictatorships in South America, were not without criticism, however. The late public intellectual Christopher Hitchens called for Kissinger’s prosecution for war crimes, for crimes against humanity, and for offenses against common or customary or international law, including conspiracy to commit murder, kidnap, and torture.† The allegations of war crimes are rooted in Kissingers positioning of American foreign policy toward Argentina during its Dirty War. The countrys military forces secretly abducted, tortured and killed an estimated 30,000 people in the name of rooting out terrorism. Kissinger, the national security adviser and secretary of state, recommended the U.S. support the military by sending the country tens of millions of dollars and selling it aircraft. Records declassified decades later show Kissinger approved of the Dirty War, urging the Argentinian military to act swiftly less U.S. lawmakers get involved. Washington, Kissinger said, would not cause the dictatorship unnecessary difficulties. Sources Henry Kissinger – Biographical. NobelPrize.org. Nobel Media AB 2018. Sat. 24 Nov 2018.  Henry A. (Heinz Alfred) Kissinger.  U.S. Department of State. Henry A. Kissinger, Ph.D.  Academy of Achievement.Henry A. Kissinger as Negotiator: Background and Key Accomplishments. Harvard Business School. James K. Sebenius, L. Alexander Green and Eugene B. Kogan. Nov. 24, 2014.

MEG WHITMAN AT EBAY CASE QUESTIONS Study Example | Topics and Well Written Essays - 500 words

MEG WHITMAN AT EBAY QUESTIONS - Case Study Example Ensuring success in the strategic partnership so undertaken is another challenge faced by E-bay. E-bay strives following a relatively unique culture in the context of the global existence of the multinational corporations in the modern times. The culture has been termed as open and reflective of engaging the individuals into positive activities. The culture of e-bay suits the multi ethnic and diverse presence of individuals. it facilitates and accommodates the individuals who may have ethic, racial, cultural differences between them. It provides them with a platform that enables bringing their abilities out and making most of them. E-bay’s history reveals that the focus of their attention has been more about the people who are accommodative and flexible towards other cultures, other individuals and overall surroundings that make for the best company and brand supported by the organizational excellence in the performance and delivery of high end products to the customers. The challenges faced in the domain of culture are that of the cross cultural existence and global working. The fact that E-bay incorporates an environment and surroundings supported by the individuals hailing from different backgrounds makes it necessary to interpret the cultural context in a positive manner. for example it not only employees individuals from the native land of United States of America, rather it also incorporates the services and performance valuation of the people who may have shifted to United states. E-Bay recruits international employees and this automatically brings about diverse cultural interaction. The fact that the global operations are held through the means of communication and this entails interacting with people beyond the borders and beyond the continents, this entails the demand for a broader cultural strategy which will enable the function of smooth operations and effective performance altogether. Whitman has so far brought about a

Compassion fatigue Essay Example | Topics and Well Written Essays - 500 words

Compassion fatigue - Essay Example The condition can affect an individual at a personal level and professionally as noted by Figley (1995). The effects of the condition include reduced productivity, reduced ability to focus, self doubt and feelings of incompetence. Other signs of the disorder include isolation, substance abuse and bottled up emotions. Caregivers need to realise that just one story that overwhelms their ability to sensualise an event can lead to compassion fatigue. Compassion fatigue is mainly caused when caregivers witness marks of trauma in other people’s lives to an extent that they get overwhelmed (Van & Rothenberg, 2009). Some of the common causes of the disorder include working with suicidal ideation, hearing stories of child abuse, dealing with people suffering from terminal illnesses, providing care to people who have suffered the loss of a loved one , and providing care to rape survivors, just to mention a few. For caregivers to provide high quality services without succumbing to compassion fatigue, they should take care of their physical, spiritual and emotional needs. They should be in good physical health so as to be able to overcome the physical pressures that are exerted on them in the course of work. Emotionally, nurses get affected as they handle different cases, some of which are traumatic. The nurses need to find a way of easing the emotional stresses that they experience taking measures to ensure that these do not build up gradually or progressively. Yet again, nurses need to get in touch with their spiritual selves so as to have an assurance of being under the protection of a superior being. In as much as compassion fatigue can cause a lot of suffering and pain, caregivers can overcome its effects by learning its symptoms and taking appropriate actions to avoid or overcome the disorder in case it takes root

The City Planners and the Planners Essay Example for Free

The City Planners and the Planners Essay In ‘The City Planners’ by Margaret Atwood and ‘The Planners’ by Boey Kim Cheng, both poet uses the structure of the poem and language techniques to form the difference between the place itself and its identity. The uniformity between these two poems is the feelings of the poet expresses for this place. In ‘The City planners’ Atwood describes the place as â€Å"dry August sunlight†, this portrays an imagery of no lighting, dark and negative and also suggests to the readers that she do not like where she are. Similarly, in â€Å"The Planners† where the poet expresses to the readers that he dislikes the atmosphere because â€Å"All spaces are gridded† which gives an imagery of there is no free space around this area. Both the poet highlights the identity of the city is perfect but in a negative way. Atwood uses sibilance in â€Å"cutting a straight swath in the discouraged grass. † This emphasizes that even nature is not freely grown, and it must get permission from the planners. Of no difference in â€Å"The Planners† Cheng also uses nature and the same language techniques of sibilance o â€Å"skies surrender† which is suggesting the buildings are so high that the sky is scared of it. The city gives a feeling of unpleasant but the image of the city seemed to be perfect. Both poet is starting to introduce to the readers that the city is not as perfect as they have seen, they expresses the feeling of resentment. In â€Å"The City Planners† Atwood uses sibilance of â€Å"the roofs all display the same slant’ this portrays an imagery of the roof is facing the same way. The words â€Å"same slant† which hints that the house is all the same, the image of the house, the direction its facing, and also the lighting is coming from the same way. The surrounding of this place, gives a feeling of boring and lost. Because everything is the same and she cannot recognise where she is and when will the journey is going to finish. In â€Å"The Planners’ Cheng uses personification of â€Å"The country wears perfect rows of shining teeth†, this creates an imagery of the city itself is looking so perfect but with â€Å"dental dexterity† which suggesting that the powerful people ‘they’ are creating a perfect image for the city. Both poem refers to the place is not in beauty itself and when you spend more time and being very focus at it, you will realise its flaws. Atwood and Cheng use structure of the poem to highlight the exact opposite between the place and its image. Atwood is contradicting what she said in the beginning of the poem where nature is not allowed to be grown anywhere they like. But toward the end of the poem Atwood says that the â€Å"houses, capsized, will slide†, this listing creates a strong feeling of fearfulness and how danger is this place in the future. But â€Å"right now nobody notices. † Atwood finishes the poem of using contradictions that the â€Å"panic of suburb† which hints that this place is getting closer the problem. Cheng uses irony in â€Å"The Planners† where â€Å"history is new again†, history is something that is true which is happening in the pass. No one can change history. The planners can only change the image (identity) of the place but they can never change its pass. History is something that will remain in people’s mind as memory and therefore they can remember it forever. Both poems show the difference between the identity and its background and what the place really are. Atwood and Cheng express the difference of the identity to itself of the place. The contradictions and irony hints that the image of the place and itself can be very different. Give the message to the readers that do not judge a someone or a something by its appearance because the external may look perfect but its internal or the interior can be vice versa.

Leadership And Management Essay -- Business Leadership Management

In today's world economy companies come and go every single day. It takes good strong leadership and management to guide an organization to success. While many people consider management and leadership to be synonymous they are in reality two different concepts. A person can be a good leader but if he does not know how to manage a company that company will be destined to fail. Also if a person had great management skills but lacks in leadership no matter how good he is if he can not lead his employees towards the goal then it is a failed attempt at success. Management is considered a job description whereas leadership is considered a trait. In this paper we will differentiate between management and leadership. We will also examine how leaders create and maintain a healthy organizational culture. As stated before management and leadership are two different concepts. Wikipedia defines management as "the process of leading and directing all or part of an organization, often a business, through the deployment and manipulation of resources". In the world of business, management can be stated as a pursuit towards an overall goal that is effective and efficient. Also management is the ability to integrate works from different workforces through planning, and organizing. Ultimately management is a theory that is put into practice by a team to create a successful organization. The individuals in these teams are known as managers. It is the job of these individuals to guide a company towards the goal. To properly manage it takes a set of functions to make the organization su... ... concerns with process" (leadership, 2005). In closing it is up to management to make sure that the plans and processes are in place, and it is up to the leaders that have the leadership abilities to act on those plans and use those processes. Works Cited Management. (2005). Retrieved Nov. 14, 2005, from Management Web site: http://en.wikipedia.org/wiki/Management. Leadership. (2005). Retrieved Nov. 14, 2005, from leadership Web site: http://en.wikipedia.org/wiki/leadership. orgainzation culture. (2005). Retrieved Nov. 14, 2005, from orgainzation culture Web site: http://en.wikipedia.org/wiki/Organizational_culture.

An Analysis of Jonathan Swift’s “A Modest Proposal” Essay

Satire as a form of discursive practice may be properly understood if it is contextualized within a particular culture, institution, attitude, or belief. It is only by placing the satire within a particular setting [as presented by the elements mentioned above] that a satire will garner the â€Å"non-linguistic components covering the preparatory preconditions necessary for the construction of satirical discourse† (Simpson 70). An example of the satire as a form of discursive practice is evident, for example, in Jonathan Swift’s â€Å"A Modest Proposal†. In the aforementioned work, Swift presents a situation wherein the persona of his text urges the population on acts of cannibalism in order to lessen the problems caused by Irish overpopulation. The persona starts his proposal with an initial description of his surroundings. He notes, â€Å"It is a melancholy object to those who walk through this great town†¦when they see the streets†¦crowded with beggers of the female sex, followed by three, four, or six children, all in rags, and importuning every passenger for alms† (Swift 52). It is important to note that such a description is characterized by the persona’s detachment towards his surroundings. Note for example, the manner in which a two senses of the concept ‘object’ is used. The aforementioned passage thereby portrays not only the persona’s ‘objective’ appraisal of his surroundings but also the persona’s ‘objectification’ of the individuals encompassed within that area. Such an objectification is further evident in the following passage: Some persons of a desponding spirit are in great concern about the vast number of poor people, who are aged, diseased, or maimed†¦But I am not in the least pained about that matter, because it is very well known that they are everyday dying, rotting, by cold, and famine, and filth, and vermin, as fast as can be reasonably expected. (Swift 56) The persona’s use of the two senses of object, in this sense, may be understood as a manner in which Swift portrays the irony evident in the context of the text. The irony is evident if one conceives of â€Å"A Modest Proposal† as a text which presents a delimited view of the world. As opposed to a satire’s ironic presentation of a particular situation [in fact an ironic portrayal of a particular mindset], humor, on the other hand, portrays the manner in which worldly interests are given more credence as opposed to lofty ideals. An example of this is evident in Samuel Beckett’s writings wherein Beckett focuses the text to the importance of existence [as well as the importance of the meaning of existence] in relation to the ordinary objects. As opposed to a satire which might present a bland ethnocentric perspective regarding racial discrimination, the emphasis on modern humor would be on the problematic construction of such concepts that enable racial discrimination to exist [e. g. opposition of black and white]. In line with this, Colebrook notes, â€Å"both irony and humor play off the gap between concepts and world† (241). The difference, however, lies in the difference of presentation noted above. Works Cited Colebrook, Claire. Irony in the Works of Philosophy. Nebraska: U of Nebraska P, 2003. Simpson, Paul. On the Discourse of Satire: Towards a Stylistic Model of Satirical Humor. Philadelphia: John Benjamin’s, 2003. Swift, Jonathan. â€Å"A Modest Proposal. † A Modest Proposal and Other Satirical Works. New York: Dover, 1996.