From Chapter One

Chapter- One
1|Page
1.0 Introduction
The word Bank refers to the financial institution deals with money. Now-a-days banking sector
is modernizing and expanding its hand in different financial events every day. At the same time
the banking process is becoming faster, easier and is becoming wider. In order to survive in the
competitive field of the banking sector all organizations are looking for better service
opportunities to provide their fellow clients. So, it has become essential for every person to have
some idea on the bank and banking procedures. Internship program so called work attachment
program is essential for every BBA student because it helps him or her to acquaint with the real
life situation. As bank is one of the most important financial intermediaries; so I have selected
Jamuna Bank Limited, which is one of the most Scheduled bank in the new banking arena.
1.1 Origin of the

Report
Present World is changing rapidly to face the challenges of competitive free market economy. In
todays world only academic education does not make a student perfect to become competitive
with the out of the world. Internship is highly needed to gain idea, knowledge and experiences.
Northern University of Bangladesh is one of the most reputed private university in Bangladesh,
has designed the curriculum of the BBA course such a way that the international standard
graduates will be produced. After completing 126 credit hours one student needs to go for further
3 credit hours internship program in a commercial organization or a project work.
So, I was joined June 23, 2013 and after three monthly duration time September 16, 2013 have
completing my Internship period of Jamuna Bank Limited at Chistia Market Branch.
Job Performed During Internship Program
Department / section
Work done
No: of days
1. General Banking
(Transfer, Clearing &
Cash)
1. Ascending debit & credit

voucher & supplementary.
30 days
2. General Banking
(Front desk)
1. Account opening.
2. Clean Cash.
60 days
2.Chque requisitions
3. Data entry.
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1.2 Objectives of the Report

1.2.1 Main objective:
The Main objective of the report is to fulfill the requirements of the BBA program and acquire
practical knowledge from the organization regarding Customer Satisfaction of Jamuna Bank
Limited at Chistia Market Branch.
To achieve a clear idea of customer satisfaction about the services of the Jamuna Bank Limited.
1.2.2 Supporting objective:
Based on the supporting objective the following complementary objectives will be highlighted
1. To know the factors of Customer Satisfaction of Jamuna Bank Limited at Chistia Market
Branch.
2. To find out the problems of customer satisfaction
3. To recommended some suggestions
1.3 Data Collection Process
All the information incorporated in this report has been collected both from the primary sources
as well as from the secondary sources. To clarify different conceptual matter Internet and
different articles published in the journals and magazines have been used.
1.4
Methodolog
y
For the purpose of data collection I will consider two types of sources, which are primary and
secondary sources. The prospective primary and secondary sources of data are as followsBoth primary and secondary data sources were used to generate the report.
Sources of Data
Primary Data
Secondary Data
1.4.1 Primary Data:
Survey on 50 customers.
Face to face conversation with clients
Telephone interview with the respondents.
Interview with the banks officials.
Observing the total environment.
1.4.2 Secondary
Data:
Secondary data collected through the following ways
Annual Reports
Working papers
Office files
Library books
Internet Searching
Printed forms
Website address: http://www.jamunabankbd.com/
Banking journals
From the supervisors recorded information.
Brochure of Jamuna Bank Limited.
1.5 Research Question and Hypothesis

1.5.1 Hypothesis:
H1: There is a positive relationship between the customer satisfaction and the service
quality of Jamuna bank limited.
H2: There is a positive relationship between the customer satisfaction and the personal
factor of Jamuna bank limited.
H3: There is a positive relationship between the customer satisfaction and the Price of
Jamuna bank limited
H4: There is a positive relationship between the customer satisfaction and the situational
factor of Jamuna bank limited.
H5: There is a positive relationship between the customer satisfaction and the bank
quality of Jamuna bank limited.
1.6 Operational definition
Hypothesis
H1: Customer satisfaction
about the General Banking
depends on the Reliability
of Jamuna Bank Limited at
Chistia Market Branch.
Constructs
Reliability
Operational
1. Jamuna Bank is providing
services as their promised.
2. Handling the customers
problem efficiently.
3. Performance is reliable for
Customers.
4.Maintain an error free
delivery process
5. Providing right services at
the First time.

depends
on
Responsiveness
the
Limited
at
promptly.
2. The employees are willingly
Responsiveness of Jamuna
Bank
1. Serve their customer
helping the customer when they
Chistia
need.
Market Branch
3. Employee all-time ready to

response the customer request.
4. Provide trust worthily and
efficient service to customer.
Assurance
depends on the Assurance
1. Customers are happy on

employees behavior of the
services.
of Jamuna Bank Limited at
2. The employees have enough
knowledge about their services.

3. The Bank ensures the
complete and right services.

Empathy
1. The employee of Jamuna

Bank at Chistia market branch
depends on the Empathy of
carrying responsible when they
Jamuna Bank Limited at
serve the customers.
2. The employee of Jamuna

bank at Chistia market branch
always gives to customer a
special attention.
6|Page
3. Employee of Jamuna Bank at

Chistia branch understands that
what the customer actually
want.
Tangibility
depends on the Tangibility of
1. Jamuna Bank Limited at

Chistia Market Branch is
always neat and clean.
Jamuna Bank Limited at
2. JBL at Chistia Branch
payment system is modern.

3. Jamuna Bank is well
Decorated.
4. The Employee of Jamuna
bank always well dressed.

Personal
Factor
depends on the Personal

factor
of
Jamuna
1. Customer feels comfortable

when they receive services.
2. Provide Different product as
Bank
customer needs.
Limited at Chistia Market
3. All customers from the
Branch.
market come to Jamuna Bank

and take the proper service.
depends on the Price of
Jamuna Bank at Chistia
Price
1. Charge reasonable vat on of

products.
2. Use modern payment system
7|Page
Branch.

Situational
Factor
depends on the situational

depends
on
the
Bank
Quality of Jamuna Bank

Limited at Chistia Market
Branch
for customers.
2. Bank layout is nice
factor of Jamuna Bank.

1. Communication system easy
Bank Quality
1. Jamuna Bank Limited

provides good services.
2. Use modern technology to
store products.
3. Customer feels the cost of
the service is acceptable.
1.7 Scope of the study
Study deals with the analysis of the customer satisfaction and expectations about services of
Jamuna Bank Limited. This study was limited within the Dhaka city specially Gawshia Market
in Elephant Road and in the neighborhood area under the command area of Chistia Market
Branch.
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1.8 Limitations of
the study
Banking is very sensitive and competitive by its nature. Just taking Jamuna Bank at Chistia
Market Branch will not be clear about Jamuna Bank customer satisfaction. So Jamuna Bank all
customer satisfaction information is not available from Chistia Market branch.
Lack of my experience and practical exposure.
Time constraint is a major limitation of this report.
The bankers were very busy with their jobs, which lead a little time to consult with.
After working whole day in the office it was very much difficult and also impossible to
study again the theoretical aspects of banking.
The report is based on secondary data which published by this Bank annually, monthly,
weekly or daily.
Due to some obligations and business security bank is reluctant to data.
Data from only one branch is taken which may not be representative of the target
population.
Some respondents may show unwillingness to respond.
Chapter- Two
10 | P a g e
2.0 Demographic Variables of the

Respondents
The number of total respondents is 50 who are the customers of General Banking department of
Jamuna Bank Limited at Chistia Market Branch. The demographic variables of the respondents
are presented by Column chart. To analyze the data I have used the SPSS software.
Gender:
Figure 01: Gender of the

respondents
Source: Field
work
The above analysis shows that among 50 respondents 82% are male clients and the rest 18% are
female.
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Age:
Figure 02: Age of the

respondents
Source: Field
work
The above analysis shows that 8% of the clients of Jamuna Bank ltd at Chistia Market Branch
are of 20-25 years of age, 34% of clients are of 26-30 years of age, 40% of clients are of 31-35
years of age, 10% of clients are of 36-40 years of age and 4% of clients are of 41-45 and above
45 years of age.
Profession:
Figure 03: Profession of the

respondents
Source: Field
work
The above analysis shows that 42% of the clients of Jamuna Bank Limited at Chistia market
branch of at service, 48 % of at Business man and only 10% of at students.
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Monthly income:
Figure 04: Monthly Income of the

respondents
Source: Field
work
Distribution of respondents by Monthly Income is presented in Table 4. Most of the respondents

monthly transaction amounts were 15000-20000tk, 20000-30000tk, 30000-40000tk, 4000050000tk and above 50000tk representing (28%, 22%, 14% 18% & 18%).
Family Member:
Figure 05: Family Members of the

respondents
Source: Field
work
Distribution of the respondents by Family member is presented in Table 5. Most of them were
Family member 5 of at 36%, than family members 4 of at 22%, family members 6 of at 12% and
family members 2, 3 & 7 of at 10%.
Bank Account:
Figure 06: Bank Account of the

respondents
Source: Field
work
Among the respondents Most of them were Jamuna Bank account of at 96% and rest of at 4%
Type of Bank A/C
Figure 07: Types of Account of the

respondents
Source: Field
work
Most of the respondent has Current Account as of 62% and rest of savings account as of 38%.
Frequently go to Bank:
Figure 08: Frequently go to the bank of

the respondents
Source: Field
work
Distribution of respondents by frequently go is presented in table 8. Most of them have been

coming frequently and taking services for Monthly 38%, weekly 30%, sometimes 18%, Daily
12% and Yearly 2%.
2.1 Customer Expectation

description Statistics
If the mean values are above 3.5 and the standard deviation values are less than 1 those variables
are holding positive perception by the customers. On the other hand if the mean values are below
3.5 and the standard deviation values are less than 1 those variables are holding negative
perception by the customers.
2.1.1 Descriptive Statistics
Mean
Std. Deviation
Reliability
4.6040
0.27252
50
Responsiveness
4.4900
0.31928
50
Assurance
4.5560
0.32145
50
Empathy
4.4533
0.38545
50
Tangible
4.7300
0.30656
50
Personal Factor
4.4000
0.39123
50
Price
3.8800
0.82413
50
Situational Factor
4.2300
0.43401
50
Bank quality
4.6800
0.30831
50
Service quality
4.5667
0.21090
50
Customer satisfaction
4.3513
0.30290
50
2.1.2 Descriptive Statistics

Variables:
1. Reliability mean value 4.6040 out of 5.00 agrees situation and their std. deviation 0.27252 of
Jamuna Bank Limited at Chistia market branch.
2. Responsiveness mean value 4.4900 out of 5.00 situation agree and their std. deviation
0.31928 at Chistia market branch.
3. Assurance mean value 4.45560 out of 5.00 agrees situation and their std. deviation 0.32145 at
Chistia market branch.
4. Empathy mean value 4.4533 out of 5.00 agrees situation and their std. deviation 0.38545 at
5. Tangible mean value 4.7300 out of 5.00 agrees situation and their std. deviation 0.30656 at
6. Personal Factor mean value 4.4000 out of 5.00 agrees situation and their std. deviation
7. Price mean value 3.8800 out of 5.00 agrees situation and their std. deviation 0.82413 at Chistia
market branch.
8. Situational Factor mean value 4.2300 out of 5.00 agrees situation and their std. deviation
9. Bank quality mean value 4.6800 out of 5.00 agrees situation and their std. deviation 0.30831 at
10. Service quality mean value 4.5667 out of 5.00 agrees situation and their std. deviation
11. Customer satisfaction quality mean 4.3513 out of 5.00 agrees situation and their std.
deviation 0.30290 at Chistia market branch.
2.2 Correlation of Customer

Expectation
Service
Bank
Situational Price
Personal
Quality
Quality
Factor
Factor
Customer Satisfaction Pearson

Correlation
0.403**
0.479**
0.004
0.000
0.000
0.000
0.000
50
50
50
50
50
Sig. (2-tailed)
N
0.742** 0.828**
0.709**
Under a Pearson Bivariate correlation table, Customer satisfaction and Service quality variable
are correlated with 0.403** where significant level 0.004. So it is positive situation if want
increase customer satisfaction than also increase service quality. Customer satisfaction and Bank
quality variable are correlated with 0.479** where significant level 0.000. So it is Positive
situation if we want increase customer satisfaction than also developed Bank quality, customer
satisfaction and situational factor variable are correlated with 0.742** where significant level
0.000. so it is positive situation if we want increase customer satisfaction than also increase
situational factor, Customer satisfaction and price variable are correlated with 0.828** where
significant level 0.000. So it is positive situation if want to increase customer satisfaction than
also decrease price, customer satisfaction and personal factor variable are correlated with
0.709** where significant level 0.000. So it is positive situation if want increase customer
satisfaction than developed personal factors.
2.3 Bank Performance

Descriptive Statistics:
If the mean values are above 3.5 and the standard deviation values are less than 1 those variables
are holding positive perception by the customers. On the other hand if the mean values are below
3.5 and the standard deviation values are less than 1 those variables are holding negative
perception by the customers.
2.3.1 Descriptive Statistics:
Mean
Std. Deviation
Reliability
4.7320
0.29860
50
Responsiveness
4.6600
0.27086
50
Assurance
4.6880
0.31079
50
Empathy
4.6667
0.33672
50
Tangible
4.8450
0.25699
50
Personal Factor
4.5550
0.42345
50
Price
4.2600
0.75078
50
Situational Factor
4.6350
0.29970
50
Bank quality
4.8733
0.23221
50
Service quality
4.7183
0.16764
50
Customer satisfaction
4.6083
0.24210
50
2.3.2 Descriptive
Statistics Variables
1. Reliability mean value 4.7320 out of 5.00 agrees situation and their std. deviation 0.29860 of
Jamuna Bank Limited at Chistia market branch.
2. Responsiveness mean value 4.6600 out of 5.00 situation agree and their std. deviation
3. Assurance mean value 4.6880 out of 5.00 agrees situation and their std. deviation 0.31079 at
4. Empathy mean value 4.6667 out of 5.00 agrees situation and their std. deviation 0.33672 ay
5. Tangible mean value 4.8450 out of 5.00 agrees situation and their std. deviation 0.25699 at
6. Personal Factor mean value 4.5550 out of 5.00 agrees situation and their std. deviation
7. Price mean value 4.2600 out of 5.00 agrees situation and their std. deviation 0.75078 at Chistia
market branch.
8. Situational Factor mean value 4.6350 out of 5.00 agrees situation and their std. deviation
9. Bank quality mean value 4.6733 out of 5.00 agrees situation and their std. deviation 0.23221 at
10. Service quality mean value 4.7183 out of 5.00 agrees situation and their std. deviation
11. Customer satisfaction quality mean 4.6083 out of 5.00 agrees situation and their std.
deviation 0.24210 at Chistia market branch.
2.4 Correlation of Bank

Performance:
Service
Bank
Situational Price
Personal
Quality
Quality
Factor
Factor
Customer Satisfaction Pearson

Correlation
0.444**
0.353**
0.001
0.012
0.000
0.000
0.000
50
50
50
50
50
Sig. (2-tailed)
N
0.482** 0.823**
0.688**
Under a Pearson Bivariate correlation table, Customer satisfaction and Service quality variable
are correlated with 0.444** where significant level 0.001. So it is positive situation if want
increase customer satisfaction than also increase service quality. Customer satisfaction and Bank
quality variable are correlated with 0.353** where significant level 0.012. So it is Positive
situation if we want increase customer satisfaction than also developed Bank quality, customer
satisfaction and situational factor variable are correlated with 0.482** where significant level
0.000. so it is positive situation if we want increase customer satisfaction than also increase
situational factor, Customer satisfaction and price variable are correlated with 0.823** where
significant level 0.000. So it is positive situation if want to increase customer satisfaction than
also decrease price, customer satisfaction and personal factor variable are correlated with
0.688** where significant level 0.000. So it is positive situation if want increase customer
satisfaction than developed personal factors.
2.5 SWOT Analysis for Jamuna Bank Limited at

Chistia Market Branch:
SWOT refers to an organizations strengths, weaknesses, opportunities and threats. The

underlying assumption of a SWOT analysis is that managers can better formulate a successful
strategy after they have carefully reviewed the organizations strengths and weakness in the light
of threats and opportunities presented by the environments. A right strategy can turn fledging
organization into a successful one, where as a strategy could lead to a disaster. SWOT analysis
emphasizes that organizational strategies must result a good fit between the organizations
internal and external environments.
Some significant factors of Jamuna Bank Limited are presented below for SWOT Analysis:
Strengths:
1. IT infrastructure: Flora core IT infrastructure that helps to cope with modern techniques and
facilities like real-time online banking.
2. Human resource & remuneration packages: Jamuna Bank Limited has more efficient human
resources and provides competitive remuneration packages to employees.
3. Location of branches: Located in important commercial area. The large numbers of customers
continue their transaction with Chistia Branch.
4. Customer service: Employees are young, empowered and more efficeient. Excellent customer
service compared to the competitors. Terms and conditions are comparatively easy for their
customer service.
5. Loan system: Also customer takes high amount loan against SOD (Secured Over Draft)
account with high interest rate.
Weaknes
ses:
1. Promotional lacking: Lacking of promotional activities and MIS system was not developed
and Number of employees is shorter than the works thats why creating problem for providing
services to customer.
2. Parking facilities: Jamuna Bank Limited, Chistia market branch has no parking facilities.
3. Market share: This Bank has limited market share there have no available share in market.
4. Fund Management: Jamuna Bank limited has poor fund management.
Opportunities:
1. Unexplored territory: There are plenty of unexplored geographical territories where Basic
bank limited can open branches so that can expand their banking activities.
2. SME segment: Jamuna Bank Limited has given emphasis on SME segment and going to open
SME center all over the Bangladesh.
3. Double scheme benefit: Jamuna Bank Limited give double scheme benefit in 5 years 3
months.
4. The Branch can earn high profit compare to others Bank.
Threa
ts:
1. Competitive sector: Jamuna Bank Limited is operating in an extremely competitive sector. It

loses customers to other banks. Moreover competition increased in the market for quality assets.
Private and Multinational banks are providing more opportunities for the customers than the
Jamuna Bank.
2. Global market recession: Due to global market recession over all liquidity crises in money
market happen which is a big threat and addition to that there is supply gap of foreign currency.
3. Political instability: In Bangladesh political situation is unstable. Consecutive strike and other
political movement that parties use to achieve their goal in turn affects the smooth business
operation and hinder the development of the country. In the economy, political instability is the
major factor threat for the banking sector.
Chapter- Three
28 | P a g e
3.0 Conclusion
Report preparing is not an easy task but if opportunities are available and become supportive it
becomes easy for the prepared. Like other student I have got the chance of getting my internship
and that is in the Jamuna Bank Ltd. I think I have gathered massive experience during my
internship. The reasons are more one of the reasons that I like most is that it covers a huge
variety of functions and in all functions its significance is more. Searching for information has
led me to wide range of colorful information with historical background. On the other hand
learning scope is enough in this bank. So knowing and learning cannot be ended.
My study was based on the Customer Satisfaction Analysis of Jamuna Bank Limited: an
internship report based on Chistia Market Branch. So it is not a complete report on all the
activities of this branch. However in this report the tasks performed by me during my internship
are furnished and in some cases I have added my view points to make the report complete.
They gave the independent opinion. After completing my survey I input the data in SPSS
software and got some output of customer satisfaction. The customer are very helpful, they help
me very much to complete this report by providing their important perception about the Bank.
But some of the clients were disagree to provide their personal information which was really
difficult to maintain them and collect personal information. I hope this bank will be capable to
achieve its goals by applying my recommendations. I wish continuous success and business
portfolio of Jamuna Bank Limited at Chistia Market Branch.
29 | P a g
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3.1 Recommendations
The Bank with vast complex banking system, it is very difficult for me to recommend, I have the
practical experience in Jamuna Bank Ltd. for only three months with my little experience in short
comings regarding operational activities of the bank. On the basis on my observation, I would
like to recommend the following suggestions
Responsiveness:
It is found that the average mean of the responsiveness is 4.6600. So, bank should
develop this area to increase the customer satisfaction level. In this sense, bank can hire
right people and also encourage them to serve the customer effectively and efficiently.
Empathy: From the study it is found that the average mean of the Empathy is 4.6667. So,
bank should develop this area to increase the customer satisfaction level. In this sense,
bank should develop most carrying responsibilities by giving a special attention to
customer always.
Price:
It is found that the average mean of the price is 4.2600. It is most low average in this
analysis. So, bank should develop this area to increase the customer satisfaction level. In
this sense, bank can reduce their charges on vat by applying reasonable vat/charges of on
products and also they can use the extra modern payment system.
Situational Factor:
From the study it is found that the average mean of Situational factor is 4.6350. So, bank
should develop this area to increase the customer satisfaction level. In this sense, bank
can change their layouts and improve communication system by extending their branch.
30 | P a g
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Referen
ces
Anderson, E., Fornell, C. and Lehmann, D. (1994). Customer satisfaction and word of
mouth. Journal of Service Marketing.
Aldlaigan, A. and Buttle, A. (2002). SYSTRA-SQ: A new measure of banks service
quality. International Journal of Service Industry Management.
Babakus, E., & Boller, G. W. (1992). An empirical assessment of the SERVQUAL scale.
Journal of Business Reaearch, 24, 253-268.
Berry, L. L., Parasuraman, A., & Zeithaml, V. A. (1988). The service-quality puzzle.
Business Horizon, 31(5), P-(35-43)
Bitner, M. J., & Hubbert, A. R. (1994). Encounter Satisfaction versus Overall
Satisfaction versus Quality: The Customer's Voice. In Rust, R.T., & Oliver, R.L. (Eds.).
Service Quality: New Directions in Theory and Practice. Thousand Oaks, CA: P-(72-92)
Brown, T. J., Churchill, G. A. & Peter, J. P. (1993). Improving the measurement
of service quality. Journal of Retailing, 69(1), P-(127-139)
Boyed W.Harper. Ralph W. & Stasch F. Stanley (1999), Marketing Research Text and
Cases
Carmen, J. M. (1990). Consumer perceptions of service quality: An assessment of the
SERVQUAL dimensions. Journal of Retailing, 66(1), P-(33-55)
Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and
extension. Journal of Marketing, 56(July). P-(55-68)
th
Kotlar P. and Armstrog G. (2009-2010), Principles of Marketing, (12 edition), Prentice

Hall, India. P-47
th
Kotler, P, (2003), Marketing Management, 11 edition, Pearson Hall Inc, New jerky. (P40,42)
Survey
Question
Gender:
1. Male
2. Female
Age:
1. 20-25years
2. 26-30years
3. 31-35years
4. 36-40years
5. 41-45years
6. Above 45 years
1. Business
2. Service
3. Student
Monthly Income: 1. 15000-20000
2. 20000-30000
3. 30000-40000
4. 40000-50000
5. above 50000
1. 2
2. 3
5. 6
6. 7
Profession:
Family members:
Do you have Bank Account (A/C):
3. 4
1. Yes
No
Jamuna Bank is providing
2. Savings A/C
1. Daily
2. Weekly
4. Sometimes
5. Yearly
Question
Reliability
4. 5
2. No
Which type of Bank account you have: 1. Current A/C

How frequently you go there:
4. Others
3. Monthly
Customer Expectation
Bank Performance
Strongly
Strongly
Strongly
Strongly
Disagree
agree
Disagree
agree
services as their promised

2
Handling the customers problem

efficiently
Performance are reliable for

Customer
Maintain an error free delivery
process
5
Providing right services at the

first time
Responsiveness
Serve their customer promptly
The employees are willingly help
the customer when they need

8
Employees always is ready to

response the customer request
Provide trust worthily and

efficient service to customer
Assurance
10
Customers are happy on

employees behavior of the
services
11
The employees have enough

knowledge about their service
12
Jamuna Bank ensures the

complete and right services
Empathy
33 | P a g e
13
The employee of Jamuna Bank
carrying responsible when they

serve the customer
14
The employee of Jamuna Bank

always gives to customer a
special attention
15
Employee of Jamuna Bank

understand that what the
customer actually want
Tangibility
16
Jamuna Bank is always neat and

clean
17
Payment system is modern
18
Jamuna Bank is well decorated
19
The employee of Jamuna bank is
Customer feels comfortable when 1
always well dressed
Personal Factor
20
they receive service

21
Provides different product as
customer needs
34 | P a g e
22
All customer from Chistia market 1
come to Jamuna Bank and take

the proper service
Price
23
Charge reasonable vat on of

products.
24
Use modern Payment system
Situational Factor
25
Communication system easy for

customers.
26
Bank layout is nice

Bank Quality
27
Jamuna Bank provides good

service
28
Use modern technology to store

product
29
Customer feel the cost of the

service is acceptable
35 | P a g e

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Chapter- One

1.1 Origin of the

1. Ascending debit & credit

1.2 Objectives of the Report

1.3 Data Collection Process

1.4.1 Primary Data:

Face to face conversation with clients

Telephone interview with the respondents.

Interview with the banks officials.

Observing the total environment.

Secondary data collected through the following ways

Website address: http://www.jamunabankbd.com/

From the supervisors recorded information.

Brochure of Jamuna Bank Limited.

1.5 Research Question and Hypothesis

1.6 Operational definition

the First time.

1. Serve their customer

helping the customer when they

3. Employee all-time ready to

depends on the Assurance

1. Customers are happy on

of Jamuna Bank Limited at

2. The employees have enough

Chistia Market Branch.

knowledge about their services.

H4: Customer satisfaction

1. The employee of Jamuna

depends on the Empathy of

carrying responsible when they

Jamuna Bank Limited at

serve the customers.

Chistia Market Branch.

2. The employee of Jamuna

3. Employee of Jamuna Bank at

depends on the Tangibility of

1. Jamuna Bank Limited at

Jamuna Bank Limited at

2. JBL at Chistia Branch

Chistia Market Branch.

payment system is modern.

H6: Customer satisfaction

depends on the Personal

1. Customer feels comfortable

Limited at Chistia Market

3. All customers from the

market come to Jamuna Bank

1. Charge reasonable vat on of

H8: Customer satisfaction

depends on the situational

about the General Banking

Quality of Jamuna Bank

factor of Jamuna Bank.

1. Communication system easy

1. Jamuna Bank Limited

1.7 Scope of the study

Lack of my experience and practical exposure.

Time constraint is a major limitation of this report.

Due to some obligations and business security bank is reluctant to data.

Some respondents may show unwillingness to respond.

2.0 Demographic Variables of the

Figure 01: Gender of the

Figure 02: Age of the

Figure 03: Profession of the