An Evaluation of the Customers’ Satisfaction of Janata Bank Limited

Abstract

In terms of net assets, Janata Bank Co., Ltd. (JB) is the second largest commercial bank with 901 branches and is wholly owned by the government of Bangladesh. The bank’s mission is to actively participate in the country’s socio-economic development by operating a commercially sound banking organization. After Bangladesh became independent in 1971, the former Union Bank Co., Ltd. and Union Bank Co., Ltd. were immediately nationalized and renamed Janata Bank. As the first-generation nationalized commercial bank, Janata Bank Limited has established a milestone in Bangladesh's banking industry. The bank expanded its business to provide customers with diversified products and high-quality services. Its high-quality products and services have enabled customers to continue to succeed in the past 37 years. After completing the internship at the main branch of the Janata Bank Limited branch (Shyamoli), an internship report was compiled based on the customer satisfaction of the Janata Bank Limited Shyamoli branch. In the introduction, the background of the research, the scope of the research, the provenance and limitations of the report are described. In the literature review part, the service quality dimension model (the report questionnaire is based on the elements of the model), describes the research goals and methods. In the organization part, the historical background of Janata Bank is introduced. The bank conducts business through its headquarters and local offices in Dhaka and 901 branches in Bangladesh. Janata Bank introduced various types of services, such as J-CAS services, Locker services, and many other human welfare services. They also provide different types of loan programs, such as agricultural plans, commercial loans, house construction, small/handicraft industries, and large/medium-sized industries. The learning section will also outline the customer satisfaction and management aspects of Janata Bank. When it is found that Janata Bank Ltd customers are experiencing problems and their satisfaction levels are essentially inconsistent, it is necessary to analyze customer data and measure the customer satisfaction levels of existing customers. There is confusion in the opinions of others and ultimately their overall views. The dispersion can draw specific conclusions on the level of satisfaction, as well as a complete understanding of the entire scene.