The report is an internship program with Jamuna Bank Ltd..

I acknowledged different banking

functions and day-to-day banking operations on my way to complete internship. In this paper I
have explained my best in respect of my real life experience gathered from different
departments.

1.1 Introduction

All over the world the dimension of Banking has been changing rapidly due to Deregulation,
Technological innovation and Globalization. Banking in Bangladesh has to keep pace with the
global change. Now Banks must compete in the market place both with local institutions as well
as foreign ones. To survive and thrive in such a competitive banking world, two important
requirements are Development of appropriate financial infrastructure by the central bank and
Development of professionalism in the sense of developing an appropriate manpower structure
and its expertise and experience. To introduce skilled Banker, only theoretical knowledge in the
field of banking studies is not sufficient. An academic course of the study has a great value when
it has practical application in real life situation. So, I need proper application of my knowledge to
get some benefit from my theoretical knowledge make it more tactful.

In a simple word, Excellence is the Capacity of producing desired result. So, Excellence of
customer is, how customers perceive services, how they assess whether they have experienced
quality services and whether they are satisfied or not.

When it refers to Excellence of customer, we assume that the dimensions of services and the
ways in which customer evaluate services are similar where the customer is internal & external
of the organization.

1.2 Origin of the report

Internship program is a pre-requisite for acquiring Evening MBA degree. Before completion of
the degree, a student must, undergo the Internship program. As the classroom discussion alone
cannot make a student perfect in handling the real business situation, therefore, it is an
opportunity for the students to know about the real life situation through this program.

This report titled on Service of Jamuna Bank Ltd. and the level of Customer Satisfaction is
under the supervision and guidance of Dr. Md. Ashraful Islam Chowdhury, Professor,
Department of Marketing, University of Dhaka and colleagues of Jamuna Bank Ltd., Motijheel
Branch, to meet the requirement of the Internship program.

1.3 Objective of the Report

The Objectives of the Study are as follows:

To Find out the:

q Service quality of the bank to the customer.

q Customer opinion about the profit given to them.

q Bank investment facilities.

q Internal decoration of the bank

q Bank image to the customer.

q Bank relation with customer.

1.4 Scope of the Report:

q It will help the Bank to measure and assess the Service quality that they are presently
providing to the Customer.

q It will be helpful to a better understanding of the Banks relation with Customers as well as
Banks Image to Customer.

q The Study will also contribute in new strategy to develop the future growth of the Bank.

Therefore, in this project sincere efforts have been made to gauge the efficacy of customer
service by the original perceptions of its customer.

1.5 Methodologies of the Report:

Marketing research is the systematic design, collection, analysis and reporting of data and
findings relevant to a specific marketing situation facing the company. It is the function that link
the customer, customer & public to the market through information information is used to
identify & define marketing opportunities & problems to generate, refine & evaluate marketing
action, to monitor marketing performance & to improve understanding of the marketing process.

At the time of planning & designing the research project it is necessary to follow a sequence of
steps which will make the project quarterly reliable & successful.

1.5.1 Types of Research Design:

Exploratory Research:

A type of research conducted to clarify the problem definition and prepare for additional research
to prove or disprove the hypothesis. Exploratory research again subdivided into three categories
they are

Literature Survey
Experience Survey
Case Study

The purpose of this research is to extend aid to the investigation in formulating the research
hypothesis. For this reason, it is also called Formulating Research.

Conclusive research:

Conclusive research design is more applicable research design than exploratory research. Once
the hypothesis is formulated, the stage is set to collect data and prove the hypothesis.

Descriptive research:

Descriptive research has been used to describe that existed in the market/field outside where the
project study was conducted description of goods, customer, Business process, buying habits etc.

Experimental research:

The most scientifically valid research is experimental research. The purpose of experimental
research is to capture cause -and-effect relationship by eliminating competing explanation of the
observed findings .In the study, Descriptive research is adopted because descriptive studies are
accurate and very simple. The descriptive method is very effective to find out and know the
characteristics of certain group as age, sex, educational level, occupation or income.

1.5.2 Sampling Method:

All items in any field of inquiry constitute a universe or population. A complete enumeration of
all items in population is know as a cense inquiry. When the Universe is small in size, this type
of inquiry can be made, but when the research is done with a large number universe, sampling is
used for collecting data required for the study. As in this study for collecting data required I had
to meet with customer with questionnaire and as the numbers of customer are few in number
used sampling as a technique of collecting data.

Different types of sampling:

Sampling is the process of selecting units (e.g. people, organizations) from a population of
interest. Broadly there are tow types of sampling-

Probability Sampling
Non- Probability Sampling

Probability Sampling:

This sampling technique utilizes some from of random selection. In order to have a random
selection method, one must set up some process or procedure that assures that different units in
the population have equal probabilities of being chosen.

Non-probability Sampling:

Non-probability samples results from a process in which judgment of bias enters into the
selection of members of a universe included in the sample.

For completion this research I have adopted Simple Random Sampling Method as the
sampling technique.

Simple Random Sampling:

This type of sampling was basically used as it gives every unit in the population an equal and
independent chance of being included in the simple random sampling , the method adopted was
the use of random numbers . This sampling was mainly to find out the satisfaction level of the
customers.

In this project I have used Simple Random Sampling Method.

Because this Random Sampling Method is enable-

 To give each unit of population an equal probability getting in to the sample.

To give each possible sample combination on equal probability of being chooses

Sample Size:

In this research I have choose 20 samples size out of total customer in Motijheel Branch. So the
sample size 20 will be the maximum potential. It will help me to find out and solve the problem
practically.

Data collecting Method:

There are number of tools to collect data. Some tools use to collect the primary data and some
used to collect the secondary data. Data or facts are the raw materials for the research. The
reliability of the research is mostly depends on its accuracy of data collection. There are two
types data-

Primary data
Secondary data

Primary data:

The primary data is those types of data, which are collected

from the root. Its also called the raw data. There are
various tools of collecting primary data.
The observation tools
The interview tools
The questionnaire tools

Secondary data:

The secondary data are those, which have already collected by some one else And wishes have
been passed through the statistical process. This data can be collected by two sources:

Internal tools
External tools

Internal tools:

Internal tools are includes:

Bank brochures
Palm lets
Bank Journal
External tools:

External data collection tools are includes:

Website browsing
Email
Magazine
Television

Direct data collection tools have used for my project. I have used here questionnaire tool to
collect the data.

1.6 Limitations of the Report:

The main hindrance behind preparing this report and extensive one was time. To provide current
information and to make the report read worthy, support from various sources is a must. All of
the staffs of Jamuna Bank Ltd. were extended their support and tried their best for this research
but it was very tough for me to manage time preparing this. While collecting the necessary data
i.e. interviewing the customers, they didnt disclose much information for the sake of the
confidentiality of them and as I am the Manger of the Branch. Last of all, Lack of personal
experience to prepare this type of report is totally new to me as an intern.

LITERATURE REVIEW

2.1 Operational Definition of the Concept:

The essence of marketing is an exchange or transaction, intended to satisfy human needs or

wants. That is, marketing is a human activity direct at satisfying needs and wants, through an
exchange process. A demand is a want for which the customer is prepare to pay a price. A want
is anything or service the customer desire or seeks. Wants become demand when backed by
purchasing power.

Efficacy:

Efficacy is the capacity of desired result. That is the process by which an individual select,
organizes and interprets information inputs to create a meaningful picture of the world.

Attitude:

An attitude is a learned predisposition to behave in a consistently favorable or unfavorable with

respect to a given object (e. g. a product category, a brand, a service, an advertisement). The
attitudes are hypothetical constructs that may be distinguished by their multiplicity. They may be
viewed a having three main components-cognitive, affective and cognitive.

Bank Image:
Bank image is defined as the bank reputation to the customer depending on banks performance
and growth rate. Positive bank image is associated with customer loyalty, their belief and
willingness. It is the most important factor for can banking sector in the world.

2.2 What Behinds the Service of Jamuna Bank Ltd.?

Earned profit by rendering service is the main motto of all commercial bank but as a third
generation bank Jamuna Bank Ltd. perform some extra task for the welfare of the country and
the country people. Twenty first century opened the expected door of globalization. The whole
world changed with a modern, radical & technological revolution. Life style & status are widely
changing to have a green, delightful, flourishing environment. Jamuna Bank Ltd. is committed to
fulfill the requirements of the mass people. The Board of Directors will sustain the customers to
form and expand new business, industry and new project & proposals. Jamuna Bank Ltd. is
committed to overcome the poverty of the society and be as partner for growth. Bank will accept
and implement new schemes with dynamic leadership. Humanitarian perfection, Economic
progress, Assistance & service to the mass people are the basic objectives of Jamuna Bank Ltd..
Other objectives of Jamuna Bank Ltd. are-

Makes profit by rendering services to general issues and to all sectors of the economy.
Develops and extend all possible help for growth of the national economy.
Accelerates the pace of the private and public sectors of the economy will be extending
credit facilities and other consulting services.
The extended financial assistance for balancing modernization replacement and
exposition of the existing industrial projects.
Provides financial assistance for setting up new industrial projects which are
economically and financially rewarding technically feasible and socially desirable.
The overall main objectives of the Jamuna Bank Ltd. are to provide social benefit
through projects and that will not be antagonistic of people welfare.

What is service?

Bank is a service industry. Service is its only product.

Service is intangible, yet it provides satisfaction of the customer.
People, not manufactured by machines, perform service.

2.3 Customer:

Customer is an individual or group of individual or organization who use service from reliable
source with a great objective for further use of the service. In the context of bank the depositors,
the investment takers, and the service customer are customers.

A customer

Should have an account with bank.

Should deal with the bank in its nature of regular banking business.
 Should have dealing with the bank with an intention to continue the dealings frequently
though even a single transaction with the bank satisfies the test for being a customer of
the bank.

2.4 Customers Service:

Service is any act or performance that one party can offer to another that is essentially intangible
and does not result in the ownership of anything. Its product may or may not be hidden to a
physical product. Customers are the service provided for the customers by the bankers or by the
sales man to satisfy them and maximize their positive attitude towards the bank or the products.
Service is the main product of the bank. In case of customer service a bank should remember the
followings:-

There is no limit it be best customer service.

Never bargain with the customer.
Do not shift responsibility to others shoulders.
Try to satisfy the customers when they come with complains.

2.5 Customer satisfaction

The most common interpretations reflect the notion that satisfaction is a feeling which results
from a process of evaluating what was received against that expected, the purchase decision
itself and the fulfillment of needs or want (Armstrong & Kotler, 1996; Berkowitz et al.1999).
Kotler (1999) also noted that satisfaction is a function of perceived performance and
expectations which identifies feelings of a person resulting from comparing a products
perceived performance in relation to his or her expectations. Bitner and Zeithaml (2003) stated
that satisfaction is the customers evaluation of a product or service in terms of whether that
product or service has met their needs and expectations. Fe and Ikova (2004) added that the
perception of the word satisfaction influences the activities which we conduct to achieve it.
Researchers have also identified customer satisfaction from a multi dimensional nature and view
overall satisfaction as a function of satisfaction with multiple experiences with the service
provider (Sureshchandar et al., 2002).

2.6 Bankers and Customers Relationship of Jamuna Bank Ltd.

The nature of relationship between a banker and a customer is contractual in nature. The account
of the customer forms according to the type of contract, which may be stated as under:

a) Debtor and Creditor

b) Principal and Agent

c) Balior and Baliee.

d) Lessor and Lessee.

e) Trustee and beneficiary.

f) Mortgagor and Mortgagee.

g) Special relationship.

2.7 Special Relationship:

a) Obligation to our customers cheque.

b) Obligation to maintain secrecy of the customers A / C

c) Bankers right of general lien.

d) Right to set off.

e) Bankers right of application.

f) Right to change interest, commission and incidental charges.

g) Garnishee order.

h) Law of limitation Vis--Vis banker.

2.8 Some Features of customer Service i. Customer services of a bank are related to:

a) Qualitative Aspects

b) Quantitative Aspects ii. Services Related to the Customers by the Bank

Branches can by group into:

a)Counter Services, such as cash receipt& payment, issuance of cheque books, D.D, T.T, P.O,
etc.

b) Non-counter services such as enquiry, Account Opening, Investments, Foreign

Exchange, Collection of Bills, etc.

1. iii. Effective Customer services depend on appropriate Product (Service

behavior mix, to be developed keeping in mind needs and aspiration of a particular set of
Customer.)
2. iv. Customer Service (Performance is the multiplicative function of ability and
motivations).

2.9 Requirements for Attractive Customer Service:

Right and Obligations

Rights

Since the relation between a banker and a customer is a contractual relation the contracting
parties have some rights as well as obligations on each other .Some of these are furnished bellow
:-

1) Bankers Rights to set off:

Where there is a credit balance is one account (if not kept for any special purpose) and debit
balance in another account of the same customer the banker has a general lien on the credit
balance which he can set off against the debit balance . The set off is the adjustment of mutual
debts due at the date of set off and there is no agreement express or implied from the course of
business to the contrary. There is difference in opinion in this matter. However, a prior notice to
be given to a customer of intention to combine any account. It is best to obtain a letter of set off
from the customer at the time of opening accounts.

2) General Lien:

In the absence of an agreement to the contrary, a banker can retain the documents, goods and
securities of his debtor customers till the adjustment of debt. This is call general lien of the
banker (lien means the right of a banker to retain the things of the debtor till the debt is satisfied)
but goods left with banker for specific purpose will not be subject to general lien

3) Banker can terminate relation ship with his customer (closure of accounts) after giving him
a notice to this effect.

4) Banker may recover service charges to the debit of customers accounts without prior
instruction

5) Banker can charge profit /interest on investment/loan allowed to his customer.

Obligations

i. The banker is under obligation to maintain secrecy of his customers account unless he is
compelled to disclose it under order of court or compulsion by law.

ii. As per section 31 of Negotiable Instrument Act 1881 the banker is under obligation to
honour cheques drawn by customers so long as his balance is sufficient provided the cheque is
drawn properly placed in time and there is no legal bar to pay it

iii. Collection of cheques, bills etc. and deposit the same to the customers accounts
is a general banking duty of a banker

iv. It is a duty a banker to supply pass books or statement of Accounts to his customers. It is
also obligatory to provide periodical balance certificate to the customers.
2.10 Factors Influencing in delivering Services

Place: Physical attraction of the institution is where the following criterions are fulfilled:

Quick
Efficient service
Sound communication
Safety

People: personnel of the bank and their behavior:

Dress of the bankers

Reception of customers
Introductory words
Ideological and professional knowledge
Knowledge about past and present position of the bank and ability to forecast about the
future position
Know about the product and services of the ba

Equipment:

Teller machine
Close circuit camera
Computerized banking system

Communication:

Phone, PABX, Inter-com, Mobile

Fax, E-mail, SWIFT

Symbols:

Cash Transaction vs ATM Card

Bonds vs FDR vs MSS
Current Account vs SB
F.C. VS RFCD

Value:

Comparability

2.11 Customers Responsibility:

 I. It is the responsibility of a customer to ensure safe custody of his cheque books. If any
cheque/cheque-book is lost, be must informed it to the banker immediately.

II. A customer should draw cheque in proper form with reasonable care.

III. Section 65 and 68 of NI Act indicates that a cheque must be drawn upon the bank
branch where the money were deposited and be presented in banking hour.

IV. A customer has no right to combine his two or more accounts. He

cant issue cheque on an account with insufficient balance presuming that the banker will pay it
as he has sufficient balance in his other account.

2.12 Techniques for Providing Excellent Customer Service

1) Customers Agenda:

Every customer comes with two agenda.

h) His functional agenda (His functional agenda is satisfied when is problem is identified and
dealt with.), and

i) His ego agenda (His ego agenda is satisfied when he feels that he has received adequate
attention).

Sharu S. Rangnerkar.

2) Customer service programs:

Customer service programs teach us to say Please and Thank you, give smiles and
Handshakes.

Shiv Khera

3) Personalized Service:
4) Ways and means for better customer service:
I. Courtesy
II. Commitment
III. Knowledge of the job
IV. Motivation
V. Quick Service
VI. Formalities
VII. Information System
VIII. Monthly Customer Service Day
IX. Physical Activities

X. Staffing
 XI. Miscellaneous

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