Employee and consumer satisfaction: a report on Jamuna Bank Limited, Gazipur branch

Abstract

Jamuna Bank is a leading Bangladeshi bank. This report examines employee and customer satisfaction of JBL Gazipur Branch. Primary data were collected using surveys, interviews, and secondary data form different research papers and reports. The study overviews employee and customer satisfaction, identifies major drivers, and makes recommendations to improve satisfaction. The report shows that Jamuna Bank Gazipur Branch employees are dissatisfied with job satisfaction, compensation and perks, work environment, career development, communication, and feeling valued. Women had lower job satisfaction than men. Most consumers were dissatisfied with the bank's services and facilities. Poor communication, career growth, and salary all lead to low employee satisfaction, according to the survey. The research advises the bank's management to improve communication, career development, and compensation and perks to solve these challenges. The report also suggests that the bank engage in customer service training to provide personnel with the ability to provide excellent service. To satisfy rising online banking demand, the research advises the bank extend its digital capabilities. The report covers Jamuna Bank employee and customer satisfaction and makes various recommendations to improve it. The bank can increase business performance and growth by applying these tips to improve employee morale and customer service.