EVALUATION OF GENERAL BANKING SYSTEM AND SERVICE ORIENTED CUSTOMER SATISFACTION OF JANATA BANK LIMITED: A STUDY IN THE BRANCH OF UNIVERSITY GRANTS COMMISSION BHABAN, DHAKA

Abstract

The internship is designed to bridge the gulf between the theoretical knowledge and real life experience. It is designed to have a practical experience while passing through the theoretical understanding. I had the opportunity to complete my internship in a reputed bank. This report is the result of four months internship program with Janata bank Limited: University Grants Commission Bhaban Branch. Bank is an intermediary institution that makes relationship between the owner of surplus savings and the inventors of deficit capital. Banks are now-a-days the most trusted financial organizations to the people all over the world and they satisfied their customer by offering different banking services. Ensuring the maximum level of customer satisfaction is an aim for each financial institution. I got the opportunity of getting important information from the employees of this bank that help me to prepare this internship report. Janata Bank Limited, a leading commercial bank with 911 outlets strategically located in almost all the commercial areas throughout Bangladesh, came into being as a Public Limited Company on May 17, 2007 with a view to take over the business, assets, liabilities, rights and obligations of the Janata Bank Limited which emerged as a nationalized commercial bank in 1972 immediately after the emergence of Bangladesh as an independent state. The internship report is on “Evaluation of General Banking System and Service Oriented Customer Satisfaction of Janata Bank Limited: A Study in The Branch of University Grants Commission Bhaban, Dhaka”. The main objective behind this report is to know general banking system of Janata Bank Limited, identify different services of Janata Bank Limited, University Grants Commission Branch and also to determine how well Janata Bank is satisfying the customer of those service grounds and different service quality dimensions. The survey is conducted on 50 respondents (sample) those represent the total general customers segment. This report consists of 8 chapters. The first chapter deals with Introduction of report, essential of the study. The second chapter deals with Literature Reviews. Some research works of different author are followed to carry out my study. The third chapter deals with methodology. In this research non probability convenience sampling technique was used to select the sample. Simple average and percentage method is used as analytical method. The fourth chapter deals with Organization profile. The fifth chapter shows the general banking system of Janata Bank Limited. The sixth chapter deals with different Products & Services provide by Janata Bank Limited, University Grants Commission Branch. The seventh chapter shows analysis, result and discussion of the report. The eighth chapter deals with conclusion of report with some major findings and recommendation. At the end of the report there are some references which I have used to enhance my understanding regarding the report preparation. The survey implies that employees, services and materials associated with the branch of Janata Bank Limited are capable to meet up customer’s expectation. With some exception, the customers of the University Grants Commission Branch are satisfied not only with the product and service of Janata Bank Limited but also the overall General banking system