Internship Report

On

“Customer Satisfaction of Jamuna Bank Limited”

[This Term Paper is submitted for the fulfillment of the degree of Masters of Business
Administration with a major in Management]

Submitted To:

Ms. Falguni Shome

Lecturer of Management
Faculty of Business Studies
Premier University

Submitted By:
Md. Irfanul Ahsan
Department of Management
Batch 25th
Program: MBA

ID: 1702520802756

Premier University

Date of Submission: 28 August, 2018

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 Letter Of Transmittal
Date: - 28August, 2018

To

Ms. Falguni Shome

Lecturer of Management

Faculty of Business Studies

Premier University

Subject: Submission of Term paper on “Customer Satisfaction of JAMUNA Bank ltd.”

Madam,

With due respect, I have pleasure to submit my term on “Customer Satisfaction of JAMUNA
Bank ltd.” to partially fulfill the requirements of the Master’s degree under your supervision. It
has been a worthwhile experience for me undertaking such a report work to get exposure to the
real life business. I have given my best effort to satisfy the academic requirements.

I would like to thank you for your encouragement and support which inspired me to work
enthusiastically. It would be my pleasure to respond any of your inquiry regarding the report.

Sincerely yours,

Md. Irfanul Ahsan

………………………

Department of Management

Batch 25th

ID: 1702520802756

Premier University

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 Acknowledgement

First of all, I extend my profound gratitude to the Almighty Allah, the omnipresent and omnipotent,
who helped me accomplish this task on time. I feel satisfied and glad that I have completed this study
within specific duration. This report might never have been completed without the necessary practical
knowledge, assistance of many books, articles, websites, and primary data. It enhanced my
knowledge on customer satisfaction. Thanks to all those persons, who have assisted me, providing me
co-operation, books and articles, I would like to express my special gratitude to my supervisor Ms.
Falguni Shome, Lecturer of Premier University, for her motivating inspiration, kind direction,
valuable suggestions & advices.

The members and management of JAMUNA Bank Ltd was very co-operative and helpful. They
helped me through providing various data, guidance and direction. I am grateful to Mohammad

Zahangir Alam for his cooperation and necessary support.

Finally I want to express my special thanks to

1. Mainul Islam
(SEO & Manager Operation)
2. Md. Shakhawat Hossain
(First Officer)

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 Executive Summary
JAMUNA Bank Limited is one of the first generation banks. It has already developed reputation
among the users. The bank operates its all products as the Chittagong Branch is middle of the city. As
a result the branch has to deal with commercial and non-commercial clients. Therefore, the branch
has all level of employees of the bank.

I had to gain the practical area of responsibilities and of accountabilities of the employee so that I
could interact with them to assess their views about and relations with the organization. I tried best to
ask the staffs directly and indirectly to gather my information. However, I had a good access to the
bank‘s publications. My task was designed to understand the level of customer satisfaction of the
employee of the JAMUNA Bank Ltd. Dewanhat ,Chittagong Branch. For preparing this report I used
primary and secondary data. The objectives of the report were understood level of customer
satisfaction of the employees of the JAMUNA Bank Ltd, Dewanhat, Chittagong Branch. So, the
research was designed to achieve it. The previous studies on this issue practically and empirically
learnt that customer satisfaction largely depends on the number of interrelated components such as
workplace, salary, training, lack of gender discrimination, neutral promotion policies. Despite
differences in opinions made by the employees of the organization on what the study was conducted,
what the study finds is that they are highly satisfied in their job.

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 Table of Contents

Letter Of Transmittal 02
Acknowledgement 03
Executive Summary 04
Table of Contents 05-06

CHAPTER – 01 07-10
INTRODUCTION
Introduction: 08
Background of the Study: 08
Objective of the Study: 08
Methodology of the Study: 09
Limitations of the Study: 09

CHAPTER – 02 11-21
ORGANIZATIONAL OVERVIEW
History of JBL: 12
Management Structure of Jamuna Bank 13
Limited:
Vision of Jamuna Bank Limited: 14
Mission of Jamuna Bank Limited: 14
Corporate Culture: 14
Objectives: 14
Strategic Priority: 15
Corporate Governance of JBL: 16
Service & Product of JBL: 17-20
Analysis of JBL: 21
Corporate Social responsibility: 22

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 CHAPTER – 03
Internship Experience 23-25
Job responsibility:

Critical observation & recommendation: 25

Chapter 04 26-30
Literature Review
Customer Satisfaction: 27
Customer satisfaction factor: 30-31

Chapter 05 32-54
Analysis & Findings
Questionnaire Survey Analysis 32-52
FINDINGS 53-54

Chapter 06 55-
Recommendations & Conclusion
Recommendations 55-57
Conclusion 58
Bibliography 59

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CHAPTER – 01

INTRODUCTION

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Introduction:

The internship report on Jamuna Bank Limited (Dewanhat Branch) is prepared to fulfill the partial
requirement of the internship program as full credit subject of the MBA program of The University.

In Bangladesh today financial sector is one of the most established areas in the macroeconomic
sector. Economic and finance is carrier of the country. So for the aspects of economic development,
banking sector must be reform. In the process of forming a good economic system, private banks are
paling an important real compare to the government bank in the country. For the reason I prepared my
internship report on Jamuna Bank Limited.

Background of the Study:

Internship is a prerequisite for completing the practical side to fulfill the MBA program. Theoretical
sessions alone cannot make a business student efficient and perfect in handling the real life business
situation. Only a lot of knowledge will be little important unless it is applicable in practical life. So
we need proper application of our knowledge to get some benefit from our theoretical knowledge to
make it more fruitful. When we engage ourselves in such fields to make proper use of our theoretical
knowledge in our practical life situation, only then we come to know about the benefit of the
theoretical knowledge.

Objective of the Study:

The objective of the report is to make us known the practical situation of commercial bank of
Bangladesh in overall activities and prepare me to face the complex situation of banking in this
country. The primary objective of this report is too commonly with the requirement of JBL. However
the objectives of this study are something broader. Objectives of the study are summarized in the
following manner.

General objectives:

The General objective of this report is to know the “Customer Satisfaction of Jamuna Bank
Limited”

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Specific Objectives:

 To study existing banker customer relationship.

 To be acquainted with the procedures of several schemes of deposits.

Methodology of the Study:

Data collection

At the time of my internship period, I tried to collect both primary and secondary data. Some primary
data are collected by taking interview and by discussion with the executives and officer of JBL. Here
primary data are collected through spending three month in the JBL during the working hour. Here I
observed the total banking process of Jamuna Bank. I used journals, brochures, manuals and several
books on finance and Banking to prepare this report.

Primary Data

 Practical observation.

 Communication with the organizational supervisor.

 Through consumer survey

 Direct interviews with relevant personnel.
Secondary Data

 Website of JBL
 Annual reports of JBL
 Relevant papers and publications.
 Relevant book and references.

Limitations of the Study:

There were certain limitations while conducting the study. These are summarized below:

 The employees of Jamuna Bank Limited remain so much busy with their own work that it is
quiet tough provide time for making the concept clear in a particular area.
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 The authority did not want to disclose much about their training process as it does not fall
under any bank’s policy
 Such a study was carried out by me for the first time. So, inexperience is one of the main
factors that constituted the limitation of the study.
 Since the non-probability sampling process has been employed in doing the research and it
has been conducted for academic purpose, so it may not represent the overall scenario of
service quality of the Bank.

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 CHAPTER – 02

ORGANIZATIONAL OVERVIEW

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History of JBL:

Jamuna Bank Limited (JBL) is a Banking Company registered under the Companies Act, 1994 of
Bangladesh with its Head Office currently at Hadi Mansion, 2, Dilkusha C/A, Dhaka-1000,
Bangladesh. The Bank started its operation from 3rd June 2001.

The Bank provides all types of support to trade, commerce, industry and overall business of the
country Jamuna Bank Ltd., the only Bengali named 3rd generation private commercial bank, was
established by a group of local entrepreneurs who are well reputed in the field of trade, commerce,
industry and business of the country.

The Bank offers both conventional and Islamic banking through designated branches. The Bank is
being managed and operated by a group of highly educated and professional team with diversified
experience in finance and banking. The Management of the bank constantly focuses on understanding
and anticipating customers' needs. Since the need of customers is changing day by day with the
changes of time, the bank endeavors its best to device strategies and introduce new products to cope
with the change. Jamuna Bank Ltd. has already achieved tremendous progress within its past 17 years
of operation. The bank has already built up reputation as one of quality service providers of the
country.

At present the Bank has real-time Online banking branches (of both Urban and Rural areas) network
throughout the country having smart IT-backbone. Besides traditional delivery points, the bank has
ATMs of its own, sharing with other partner banks and consortium throughout the country.

Jamuna bank has branches in most of the major cities of Bangladesh. There are total 108 branches
opened by Jamuna Bank.

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Management Structure of Jamuna Bank Limited:

Chairman

Board of Directors Chief Advisor

Managing Director

Additional MD Deputy MD

Senior Executive Vice President

Executive Vice Executive Vice Executive Vice

President President President

Senior Vice President Senior Vice President Senior Vice President

Vice President

Senior Assistant Vice President

Assistant Vice President

First Assistant Vice President

Jr. Assistant Vice President

Senior Executive Officer

Executive Officer

First Executive Officer

Probationary Officer

Officer
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Vision of Jamuna Bank Limited:

To become a leading banking institution and to play a significant role in the development of the
country.

Mission of Jamuna Bank Limited:

The Bank is committed for satisfying diverse needs of its customers through an array of products at a
competitive price by using appropriate technology and providing timely service so that a sustainable
growth, reasonable return and contribution to the development of the country can be ensured with a
motivated and professional work-force.

Corporate Culture:
Employees of JBL share certain common values, which helps to create a JBL Culture-
 The Clint comes first.

 Search for professional excellence.

 Openness to new ideas & new methods to encourage creativity.

 Quick decision- making.

 Flexibility and promote response.

 A sense of professional ethics.

Objectives:

 To earn and maintain CAMEL Rating 'Strong'.

 To establish relationship banking and improve service quality through development of
Strategic Marketing Plans.
 To remain one of the best banks in Bangladesh in terms of profitability and assets quality.
 To introduce fully automated systems through integration of information technology.
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  To ensure an adequate rate of return on investment.
 To keep risk position at an acceptable range (including any off balance sheet risk).
 To maintain adequate liquidity to meet maturing obligations and commitments.
 To maintain a healthy growth of business with desired image.
 To maintain adequate control systems and transparency in procedures.
 To develop and retain a quality work-force through an effective human Resources
Management System.
 To ensure optimum utilization of all available resources.
 To pursue an effective system of management by ensuring compliance to ethical norms,
transparency and accountability at all levels.

Strategic Priority:

 Delivering customer’ desired products and services to create true customers’ value.
 Focusing on export of both traditional and nontraditional items and remittance to ensure a
comfortable position of foreign exchange all the time.
 Doing businesses that have higher risk adjusted return.
 Focusing on maintenance of assets quality rather than its aggressive expansion.
 Changing the deposit mix thereby reduce the cost of deposits.
 Ensuring all modern alternative delivery channels for easy access to our services by
customers.
 Taking banking to the doorstep of our target group.
 Restructuring existing products and introducing new products to meet the demand of time and
the target group.
 Entering into new avenues of business to increase profitability.
 Bringing unbanked people into our delivery channels.
 Increasing fee based service/activities where costly capital is not changed.
 Ensuring organizational efficiency by continuous improvement of human capital and
motivation level, dissemination of information and thereby ensuring a sustainable growth of
the organization.

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  Maximizing shareholders’ value at all times alongside ensuring a sustainable growth of the
organization.
 54-Pursuing CSR activities for our continued support to future generation, distressed people
and for advancement of underprivileged people of the country
 Establishing the brand image as a growth supportive and pro-customers’ bank.
 Strengthening risk management techniques and ensuring compliance culture.
 Remaining cautious about environment and supporting for maintaining a green and clean soil.

Corporate slogan:

“Your partner for growth”

Values:

 Customer Focus
 Integrity
 Quality
 Teamwork
 Respect for the individual
 Harmony
 Fairness
 Courtesy
 Commitment
 Respectable Citizenship
 Business Ethics
 Unique Culture

Corporate Governance of JBL:

Corporate governance is a fundamental part of the culture and business practice of Jamuna Bank
Limited (JBL). The company is directed and controlled by the board of directors. The primary role of
JBL corporate governance is played by the board of directors. It is the board that formulates the

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vision, mission, objectives and strategic goals. The board‘s dynamism, guidance, stewardship, policy
making are all that drives the company towards sustainable growth. The Management‘s role is to
execute those policies in a professional, proactive and at the same time, ethical, appropriate manner.

Service & Product of JBL:

The Bank has an array of tailor made financial products and services. Such, products are Monthly
Savings Schemes, Consumer Credit Scheme, Lease Finance, and Personal Loan for Women, and

Shop Finance Scheme etc. JBL also introduced Q-Cash ATM cards for its valued customers giving
24 hours banking services though Debit Cards. JBL offers the following services to its valued
customer-

(a) Deposit Schemes

(b) Remittance and Collection
(c) Import and Export handling and finance
(d) Loan syndication
(e) Project finance
(f) Investment Banking
(g) Lease Finance
(h) Hire Purchase
(i) Personal Loan for Woman
(j) 24-hours Banking: Q-Cash ATM facility
(k) Islamic Banking
(l) Corporate Banking
(m) Consumer Credit Scheme
(n) International Banking
(o) Online Banking

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Product/service of JBL
Dewanhat Br., 230/250, Haji Jamir Ambia Plaza, DT Road, Chittagong

01. Monthly Saving Scheme: 9%

Tenor Monthly Installment Payable Amount
Tenor Monthly Installment Payable Amount 03 Years 200 8,231.00
500 20,576.00 05 Years 200 15,085.00
1,000.00 41,153.00 08 Years 200 27,971.00
1,500.00 61,729.00 10 Years 200 38,703.00
03 Years 2,000.00 82,305.00 12 Years 200 51,542.00
3,000.00 1,23,458.00 15 Years 200 75,681.00
5,000.00 2,05,764.00 18 Years 200 1,07,270.00
10,000.00 4,11,527.00 04. Kotipoti Deposit Scheme: 9%
500 37,712.00
1,000.00 75,424.00
Tenor Monthly Installment Payable Amount
1,500.00 1,13,136.00 03 Years 2,43,000.00
05 Years 2,000.00 1,50,848.00 04 Years 1,74,000.00
3,000.00 2,26,272.00 05 Years 1,33,000.00
5,000.00 3,77,121.00 06 Years 1,05,300.00
10,000.00 7,54,241.00 07 Years 85,900.00
500 69,928.00 08 Years 71,510.00 1 Crore
1,000.00 1,39,856.00 10 Years 51,700.00
1,500.00 2,09,784.00 12 Years 38,900.00
08 Years 2,000.00 2,79,712.00 15 Years 26,430.00
3,000.00 4,19,568.00 18 Years 18,700.00
5,000.00 6,99,281.00 20 Years 14,980.00
10,000.00 13,98,562.00
500 96,757.00 05. Millionaire Deposit Scheme: 9%
1,000.00 1,93,514.00
1,500.00 2,90,271.00 Tenor Monthly Installment Payable Amount
10 Years 2,000.00 3,87,029.00 03 Years 24,300.00
3,000.00 5,80,543.00 04 Years 17,400.00
5,000.00 9,67,571.00 05 Years 13,300.00
10,000.00 19,35,143.00 06 Years 10,530.00
07 Years 8,590.00
10 Lac
02. Monthly Benefit Scheme: 9% 08 Years 7,151.00
10 Years 5,170.00
Payable 12 Years 3,890.00
Tenor Amount Amount/Month 15 Years 2,643.00
06 Months 1 Lac 700 18 Years 1,870.00
01 Year 1 Lac 725
02 Years 1 Lac 750
06. Lakhpati Deposit Scheme: 9%
03 Years 1 Lac 750
04 Years 1 Lac 750
05 Years 1 Lac 750 Tenor Monthly Installment Payable Amount
01 Years 8,000.00
02 Years 3,820.00
03. Rural Deposit Scheme: 9%
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 03 Years 2,430.00 Tenor Amount
1 Lac
7 Years 04 Months Tk.1,000 or its
04 Years 1,740.00
multiple
05 Years 1,330.00
08. Triple Growth Deposit Scheme: 9%
06 Years 1,053.00

Tenor Amount
07. Double Growth Deposit: 9%
11 Years Tk.1,000 or its
multiple

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 Dewanhat Br., 230/250, Haji Jamir Ambia Plaza, DT Road, Chittagong.

09. Marriage Deposit Scheme: 9% 10 Years 2,700.00 5,22,489.00

11 Years 2,400.00 5,38,020.00
Tenor Monthly Installment Payable Amount 12 Years 2,300.00 5,92,737.00
1000 41,153.00 13 Years 2,200.00 6,47,667.00
1500 61,729.00 14 Years 2,100.00 7,02,488.00
03 Years
2000 82,305.00 2,000.00 7,56,812.00
15 Years
2500 1,02,882.00
1000 75,424.00
10. Pension Deposit Scheme: 9%
1500 1,13,136.00
05 Years Initial Deposit Tenor Payable Amount
2000 1,50,848.00
2500 1,88,560.00 03 Year 1,30,865.00
1 Lac or its 05 Years 1,56,568.00
1000 1,16,427.00 Multiple
1500 1,74,640.00 07 Years 1,87,320.00
07 Years
2000 2,32,854.00
2500 2,91,067.00 11. Education Savings Scheme: 9%
1000 1,39,856.00
Tenor Monthly Installment Payable Amount
1500 2,09,784.00
8 Years 1000 41,153.00
2000 2,79,712.00 1500 61,729.00
03 Years
2500 3,49,640.00
2000 82,305.00
1000 1,93,514.00
2500 1,02,882.00
1500 2,90,271.00
10 Years 1000 57,521.00
2000 3,87,029.00 04 Years
1500 86,281.00
2500 4,83,786.00 2000 1,15,041.00
1000 2,57,712.00
2500 1,43,802.00
1500 3,86,567.00 06 Years
12 Years 1000 95,007.00
2000 5,15,423.00
1500 1,42,511.00
2500 6,44,270.00
2000 1,90,014.00
1000 3,78,406.00
2500 2,37,518.00
1500 5,67,609.00
15 Years 1000 1,39,856.00
2000 7,56,812.00
08 Years 1500 2,09,784.00
2500 9,46,014.00
2000 2,79,712.00
1000 5,36,352.00 2500 3,49,640.00
1500 8,04,528.00 1000 1,93,514.00
18 Years
2000 10,72,703.00 1500 2,90,271.00
10 Years
2500 13,40,879.00 2000 3,87,029.00
12. Mudaraba Hajj Deposit Scheme: 9% 2500 4,83,786.00
13. FDR Rate:
Tenor Monthly Installment Payable Amount
01 Years 30,000.00 3,75,228.00
Sl. No. Tenor Present Rate
02 Years 15,000.00 3,92,827.00
01 FDR -01 Month 4.00%
03 Years 10,000.00 4,11,527.00
02 FDR-03 Months 5.50% - 6.00%
04 Years 7,500.00 4,31,405.00
03 FDR-06 Months 5.50% - 6.00%
05 Years 6,000.00 4,52,545.00
04 FDR-12 Months 5.50% - 6.00%
06 Years 5,000.00 4,75,035.00
07 Years 4,200.00 4,88,993.00
08 Years 3,600.00 5,03,482.00
09 Years 3,100.00 5,12,998.00

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Analysis of JBL:

SWOT stand for Strengths, Weaknesses, Opportunities, and Threats. By SWOT analysis,
we can look at these internal and external factors of a particular company.

Positive Negative
Strengths Weaknesses

1. Experienced top management 1. Absence of sufficient marketing

activities
2. Wide range of products and services
2. Less number of Branches than its‘
3. Cooperative work of branch
competitors
employees
3. Lack of modern banking software
4. Strong branch network and ATMs
4. Less number of ATMs then other
Internal

Banks
5. Lack of adequate training of
Opportunities Threats
employee

1. Open new branches in all the potential 1. Strong competition

area
2. Government rules and regulations
2. Implement modern banking software
3. Substitute products of other Banks
3. Introducing special corporate scheme
External

4. Poor political stability

4. Creation of strong brand image
5. Expansion of mobile banking
Source: Author work

Figure:- SWOT Analysis of JBL

21
Corporate Social responsibility:

Companies do corporate social responsibility to grow sustainably by contributing to

the society it works on. As Jamuna Bank‘s non-profit subsidiary, Jamuna Bank
Foundation has a unique role to play, providing leadership and making a difference for
CSR in the country. They have always focused on providing or making need based
services available for our priority target population. Now they are expanding their
field of vision to include the challenging realities of our country‘s huge unmet
needs and their understanding of the relationships among economic, national and human
systems.
Since the outset of the Jamuna Bank Foundation, it undertook various CSR activities.
Few CSR activities JBL found in the annual report as follows:

 Blood Donation by the employees of the Bank.

 Free Eye Camp program.
 Scholarship among the underprivileged & disabled but meritorious students.
 Established an Anti-Drug Care Center at Rokeya Sharani, Mirpur,
Dhaka.
 Distribution of Cloth (Shari) for amount of Tk. 30.00 Lac among the poor people at
Eid-ul-Fitr.
 Relief for AILA affected Peoples.
 Sewing machine training centers for assisting unprivileged women of the society.
 Scholarship for the unprivileged &disabled but meritorious students.
 Free eye camps.
 Distribution of blankets among the cold prone destitute.
 Launching anti-drug movement by arranging seminar, rally, publishing stickers and
established an anti-drug care center (now at Rokeya smarani, Mirpur, Dhaka).
 Holding seminar on Holy Ramadan & Qirat competition.
 Mobile medical Team.
 Free Primary School for the slum dwellers at Rayerbazar, Dhaka
 Donation to the prime Minister‘s fund for Nimtali Tragedy Tk. 50.00 Lac. Etc.
22
 CHAPTER – 03

Internship Experience

23
Working Hours:

I spent 40 hours per week at work on internship project. I tried to participate directly or
indirectly in the daily operational activities of the branch.

Job responsibility:
As an intern, I observed activities of almost all departments. But I carried out the
following responsibilities also:
 In the general banking department, I helped the clients to fill up the form while opening
the account.
 I gave information to the clients about different schemes of JBL that are offered.
 I prepared CRM, KYC profile for each individual customer who has opened a new
account in FLORA.
 I received new cheque book and kept entry in FLORA.
 I wrote down on PO register book.
 Cheque Book providing & requisition service.
 Checking and bindings Vouchers.
 Organized different kinds of files, documents, cheque books, account opening
forms according to the serial number and also make their files.

Learning outcome:
As an intern, I learn so many things in the bank. That is given below:
 I learn how to open an account.
 I learn about checking and bindings.
 Learn aboutPO register book.
 Learn aboutCRM, KYC profile.
 Learn about different scheme of JBL. Like: Monthly Benefit Scheme, Monthly Savings
Scheme, Double Growth Deposit Scheme, Triple Growth Saving Scheme, Lakhpoti
Deposit Scheme, Kotipati Deposit Scheme, and Millionaire Deposit Scheme.
 Learn aboutCash Payment, Cash Receive voucher.

24
Critical observation & recommendation:

Working at Jamuna Bank Limited was a great experience for me. I able to learnt
many things throughout my internship period. I think it will help me when I will
work for banks, corporate house or any other multinational companies. Internship gives
me an opportunity to know the real working environment and get real life experience.
Also it allowed us to know, what types of difficulties we are going to face in the
future and how to get rid from those difficulties as well. From my internship period I
have observed some things and from my little knowledge I have made some
recommendation for the bank. Such as-
 All the employees and managers of the bank are very friendly and they are
ready to help me all the time.
 The working environment of the bank is very friendly. Throughout my
internship period they never underestimate me for anything. What I have needed,
they are ready to give it.
 They are strictly following the rules, which I really like. They never ignore the
rules.
 Chain of command is excellent in the branch, as well as with the other branches
of the bank.
 Jamuna Bank Limited (Dewanhat Branch) needs to have highly qualified
employees. I do not say that current employees are not good but they need more
training about banking terms and rules.
 They have to arrange more training programs.
 Man power of the branch is not sufficient, so they have to increase the man
power.

25
 Chapter 04

Literature Review

26
Customer Satisfaction:

The customer satisfaction level of Premier Bank we should know what is customer satisfaction?
What are the factors those are influencing the customer satisfaction and why it is needed?
Customer satisfaction is really hard to define as many factors have a great influence on it. The
generally accepted the definition of customer satisfaction is “The extent to which a product
perceived performance matches a buyer’s expectation. If the product’s performance falls short of
expectations, the buyer is dissatisfied. If performance matches or exceeds expectation, the buyer
is satisfied or delighted”. So, Customer satisfaction = Perceived Performance – Actual
Performance When Customers are Satisfied? Dissatisfaction: It occurs when the actual
performances fail to met its expectation. Satisfaction : It occurs when the performance meets the
expectation. Delight : It occurs when the performance level exceed it expectation.

Customer Satisfaction

Price Product
Service

Reliability Responsivenes Assurance Empathy Accessibility Courtesy Tangibles

Variable of customer satisfaction

27
This service quality has some dimensions that are presented in the above diagram.

Quality of service is one of the important factors that influence customer satisfaction.

Researchers and managers of service firms concur that service quality involves a

comparison of expectations with performance. So, by this diagram the author tried to

show the 7 dimensions of service quality and the reliability, responsiveness,

assurance, empathy, tangibles, access and lastly courtesy. These seven dimensions are

discussed here below:

Reliability:

 Providing service as promised

 Dependability in handling customers’ service problems

 Providing services right the first time.

 Providing services at the promised time.

 Maintaining all of free records accurately.

ƒ Empathy:

 Giving customers individual attention

 Employees who deal with customers’ in a caring fashion (recognizing

regular customer)

 Having the customer’s best interest at heart.

28
  Employees who understand the need of their customers

 Convenient business hours.

ƒ Responsiveness:

 Keeping customers’ informed as to when services will be performed

 Prompt service to customers (sending bill)

 Willingness to help customers (calling back)

 Readiness to respond to customers’ requests

ƒ Tangibles:

 Modern equipment

 Visually appealing facilities (plastic credit card)

 Employees who have a real, professional appearance

 Visually appealing materials associated with the service.

ƒ Assurance:

o Employees who have confidence in customers

o Making customers feel safe in their transactions

o Employees who are consistently courteous.

29
 o Employees who have the knowledge to answer customer questions.
o Physical Safety

ƒ Accessibility:

 The service is easily accessible by telephone (lines are not busy and don’t put you on

hold)

 Waiting time to receive service is not expensive

 Convenient time of operation

 Convenient location of service facility

ƒ Courtesy:

 Politeness, respect, consideration and friendliness

 Clean and neat appearance of public contact personnel.

 Consideration for the consumer’s property.

Customer satisfaction factor:

Banking is a service oriented business. They are providing service to attract the customer.
They are the key element of business. So Banks are mostly emphasizing on providing
better and quality service to the customer. They should more concern about what type of
service they are providing. Now in the market there are tough competitions among banks.
Customer satisfaction depends on several factor of bank. Herewith we can measure the
level of customer satisfaction by analyzing different satisfaction factor. Customer
satisfaction factor are given bellow.

 Advanced product and service



30
  Account opening procedure

 Time taken to issuance cheque book and debit card

 Interest rate of different deposit scheme

 Loan and credit facility of PBL

 Interest rate charged by PBL for different loan

 Online banking system of PBL

 Service charge

 Behavior of employee

 Internal environment

 Employee interaction

 ATM Booth Service

Here we have taken information from the general customer of the bank who has taken
service from the bank at different times. So we have taken the information from 50
general people who have divided bank’s service quality into some criteria such as
Excellent, Good, Average and Bad. To collect the information, we have used customer
evaluation box in the bank. And daily we have recorded the information in our logbook.

31
 Chapter 05

Analysis & Findings

32
 Questionnaire Survey Analysis
1. The bank has the ability to perform the promised service
dependably
1= Strongly disagreed
2= Disagreed
3= Partially disagreed
4= Undecided
5= Partially agreed
6= Agreed
7 = Strongly agreed

Strongly Disagreed Partially Undecided Partially Agreed Strongly

disagreed disagreed agreed agreed

4 15 2 2 1 2 4

16
14
12
10
8
6 Respondent
4
2
0
Strongly Disagreed Partially Undecided Partially Agreed Strongly
disagreed disagreed agreed agreed

Interpretation:

From the above graph, it is seen that most of the customers are not satisfied with their promised
service. Above 23 customers are disagree or undecided with that decision but some are agree
with that. Executives are eagerly accept their promised service will increase.

33
 2. The bank has sufficient motivation to help customers and provide
prompt service

1= Strongly disagreed
2= Disagreed
3= Partially disagreed
4= Undecided
5= Partially agreed
6= Agreed
7 = Strongly agreed

Strongly Disagreed Partially Undecided Partially Agreed Strongly

disagreed disagreed agreed agreed

2 6 0 0 1 16 5

20

15

10
Respondent
5

0
Strongly Disagreed Partially Undecided Partially Agreed Strongly
disagreed disagreed agreed agreed

Interpretation:-

In this graph we can see that most of the executives are agree or satisfied to help customers and
provide prompt service. Here 20 executives are give positive sign to agree with that decision and
rest of the employees are strongly disagree with their decision.

34
3. The bank provides accurate and timely information about remittance
services

1= Strongly disagreed
2= Disagreed
3= Partially disagreed
4= Undecided
5= Partially agreed
6= Agreed
7 = Strongly agreed

Strongly Disagreed Partially Undecided Partially Agreed Strongly

disagreed disagreed agreed agreed

3 2 3 10 5 5 2

12
10
8
6
4 Respondent

2
0
Strongly Disagreed Partially Undecided Partially Agreed Strongly
disagreed disagreed agreed agreed

Interpretation:-

In this graph we can see that JBL provides accurate and timely information about remittance
services. 10 customers are undecided with their opinion. But most of the customers are agree
with that decision and they believe that they are competitive and reviewed.

35
 4. The employees of Jamuna Bank Limited will understand the specific
needs of their customers.

1= Strongly disagreed
2= Disagreed
3= Partially disagreed
4= Undecided
5= Partially agreed
6= Agreed
7 = Strongly agreed

Strongly Disagreed Partially Undecided Partially Agreed Strongly

disagreed disagreed agreed agreed

0 3 0 0 2 5 20

25
20
15
10 Respondent
5
0
Strongly Disagreed Partially Undecided Partially Agreed Strongly
disagreed disagreed agreed agreed

Interpretation:-

In this graph we can see that most of the customers are agree with JBL will understand the
specific needs of their customers. Here we can that more than 20 employees are agree with that
decision and they are strongly agree. Some executives are express their opinion negatively.

36
 5. The Bank provides its customers much as necessary individual alteration
they can.

1= Strongly disagreed
2= Disagreed
3= Partially disagreed
4= Undecided
5= Partially agreed
6= Agreed
7 = Strongly agreed

Strongly Disagreed Partially Undecided Partially Agreed Strongly

disagreed disagreed agreed agreed

0 2 15 2 3 3 5

20

15

10
Respondent
5

0
Strongly Disagreed Partially Undecided Partially Agreed Strongly
disagreed disagreed agreed agreed

Interpretation:-

In this graph we can see that most of the customers are partially disagree with that statement
because bank provides its customers much as necessary individual alteration they can. Because

37
customers are believe that JBL provides full attempt for its customers. Here 15 customers are say
they are disagree with that because they didn’t know that individual plan.

6. I am satisfied with the existing transaction process.

1= Strongly disagreed
2= Disagreed
3= Partially disagreed
4= Undecided
5= Partially agreed
6= Agreed
7 = Strongly agreed

Strongly Disagreed Partially Undecided Partially Agreed Strongly

disagreed disagreed agreed agreed

4 4 7 0 3 2 10

Respondent
15

10

5 Respondent
0
Strongly Disagreed Partially Undecided Partially Agreed Strongly
disagreed disagreed agreed agreed

Interpretation:-

In this graph we can see that some are agree and some are disagree with that statement. Here you
can see that 15 customers are agree with that statement so that they are satisfied with the existing
transactions process.

38
 7. JBL have operating hours convenient to all their customers.

1= Strongly disagreed
2= Disagreed
3= Partially disagreed
4= Undecided
5= Partially agreed
6= Agreed
7 = Strongly agreed

Strongly Disagreed Partially Undecided Partially Agreed Strongly

disagreed disagreed agreed agreed

3 5 3 2 6 4 7

4
Respondent
2

0
Strongly Disagreed Partially Undecided Partially Agreed Strongly
disagreed disagreed agreed agreed

Interpretation:-

In this graph we can see that most of the customers are agree with they can believe that JBL have
operating hours convenient to all their customers. Here you can see that 6executives are partially
agreed and 4 customers are agreed and 7 executives are strongly agree with that decision.

8. I am satisfied with the existing remittance service.

39
 1= Strongly disagreed
2= Disagreed
3= Partially disagreed
4= Undecided
5= Partially agreed
6= Agreed
7 = Strongly agreed

Strongly Disagreed Partially Undecided Partially Agreed Strongly

disagreed disagreed agreed agreed

0 5 0 0 2 5 18

20
15
10
5 Respondent

0
Strongly Disagreed Partially Undecided Partially Agreed Strongly
disagreed disagreed agreed agreed

Interpretation:-

In this graph we can see that most of the customers are strongly agree with the decision. Because
most of the customers are learn to exist remittance service. Here we can see that 18 executives
are agree with decision, they seem that most of the customers are satisfied their existing
remittance service.

9. I would not like to switch to other bank.

1= Strongly disagreed
2= Disagreed

40
 3= Partially disagreed
4= Undecided
5= Partially agreed
6= Agreed
7 = Strongly agreed

Strongly Disagreed Partially Undecided Partially Agreed Strongly

disagreed disagreed agreed agreed

0 2 5 1 2 3 17

18
16
14
12
10
8
Respondent
6
4
2
0
Strongly Disagreed Partially Undecided Partially Agreed Strongly
disagreed disagreed agreed agreed

Interpretation:-

In this graph we can see that most of the customers are agree with this decision because they
wouldn’t like to switch to other Bank. Here we can see that most of the customers are strongly
agree with that decision.

10. Jamuna Bank Ltd. responsive to my request.

1= Strongly disagreed
2= Disagreed
3= Partially disagreed
4= Undecided
5= Partially agreed
6= Agreed
7 = Strongly agreed
41
 Strongly Disagreed Partially Undecided Partially Agreed Strongly
disagreed disagreed agreed agreed

0 3 3 2 5 9 8

10
8
6
4
Respondent
2
0
Strongly Disagreed Partially Undecided Partially Agreed Strongly
disagreed disagreed agreed agreed

Interpretation:-
In this graph we can see that most of the customers are agree with this statement because JBL
responsive to their customers request. Here we can see that 22 customers are agreeing with this
statement. And rests of the customers are partially disagree and disagreed with that decision.

11. I am satisfird with the ability of Januna Bank employees to solve

problems when they arise.

1= Strongly disagreed
2= Disagreed
3= Partially disagreed
4= Undecided
5= Partially agreed
6= Agreed
7 = Strongly agreed

Strongly Disagreed Partially Undecided Partially Agreed Strongly

disagreed disagreed agreed agreed

0 3 2 3 4 6 12

42
 14
12
10
8
6
Respondent
4
2
0
Strongly Disagreed Partially Undecided Partially Agreed Strongly
disagreed disagreed agreed agreed

Interpretation:-

In this graph we can see that most of the customers are strongly agreed with the decision because
customers are satisfied with the ability of JBL customers to solve the problems when they arise.
Here 22 customers are agreed and rests of the customers are partially disagreed.

12. Jamuna Bank employees are knowledgeable about the banks products
and services.
1= Strongly disagreed
2= Disagreed
3= Partially disagreed
4= Undecided
5= Partially agreed
6= Agreed
7 = Strongly agreed

Strongly Disagreed Partially Undecided Partially Agreed Strongly

disagreed disagreed agreed agreed

2 3 2 1 3 18 1

43
 20

15

10
Respondent
5

0
Strongly Disagreed Partially Undecided Partially Agreed Strongly
disagreed disagreed agreed agreed

Interpretation:-

In this graph we can see that most o the customers are agreed with that situation because
JBL employees are knowledgeable about the banks products and services. Here 18
customers are agreed with the decision because they know what their customers want.

13. Jamuna Bank employees are always professional in their interaction

with me and their appearance.

1= Strongly disagreed
2= Disagreed
3= Partially disagreed
4= Undecided
5= Partially agreed
6= Agreed
7 = Strongly agreed

Strongly Disagreed Partially Undecided Partially Agreed Strongly

disagreed disagreed agreed agreed

9 0 0 1 4 14 2

44
 16
14
12
10
8
6 Respondent
4
2
0
Strongly Disagreed Partially Undecided Partially Agreed Strongly
disagreed disagreed agreed agreed

Interpretation:-

In this graph we can see that JBL are customers are always professional in their
interaction with me and their appearance. For that 14 customers are agreed with that
decision and 9 are disagreed with that decision.

14. The customer service representative requested my permission

before placing me on hold.

1= Strongly disagreed
2= Disagreed
3= Partially disagreed
4= Undecided
5= Partially agreed
6= Agreed
7 = Strongly agreed

Strongly Disagreed Partially Undecided Partially Agreed Strongly

disagreed disagreed agreed agreed

0 3 2 0 5 18 2

45
 20

15

10
Respondent
5

0
Strongly Disagreed Partially Undecided Partially Agreed Strongly
disagreed disagreed agreed agreed

Interpretation:-

In this graph we can see that most of the customers are agreed with the decision because
customer service representative requested my permission before placing me on hold. Here we
can see that most of the employees are agree with decision because 18 executives are agreed and
5 customers are partially agreed.

15. I am pleased with the Online Banking service offered by Jamuna

Bank.

1= Strongly disagreed
2= Disagreed
3= Partially disagreed
4= Undecided
5= Partially agreed
6= Agreed
7 = Strongly agreed

Strongly Disagreed Partially Undecided Partially Agreed Strongly

disagreed disagreed agreed agreed

0 3 4 0 4 17 2

46
 20

15

10
Respondent
5

0
Strongly Disagreed Partially Undecided Partially Agreed Strongly
disagreed disagreed agreed agreed

Interpretation:-
In this graph we can see that most of the customers are agree with that decision they are likely to
doing their banking activity in online. Here you can see that 23 customers are agree with the
decision because most of the customers are please with the online banking offered by JBL.

16. The customer service representative addressed me by name during the

course of the phone call.
1= Strongly disagreed
2= Disagreed
3= Partially disagreed
4= Undecided
5= Partially agreed
6= Agreed
7 = Strongly agreed

Strongly Disagreed Partially Undecided Partially Agreed Strongly

disagreed disagreed agreed agreed

0 2 5 0 7 12 4

47
 15

10

5 Respondent

0
Strongly Disagreed Partially Undecided Partially Agreed Strongly
disagreed disagreed agreed agreed

Interpretation:
In This graph we can see that most of the customers are agree with that decision because the fact
is true scenario. But in modern management this scenario is changing gradually nowadays
customer service representative addressed sir/ madam. Here 12 are agree and some also disagree
with that.

17. I feel that the customer service Representative was giving me his/her
full attentions during my phone call

1= Strongly disagreed
2= Disagreed
3= Partially disagreed
4= Undecided
5= Partially agreed
6= Agreed
7 = Strongly agreed

Strongly Disagreed Partially Undecided Partially Agreed Strongly

disagreed disagreed agreed agreed

2 6 2 2 5 12 1

48
 14
12
10
8
6
Respondent
4
2
0
Strongly Disagreed Partially Undecided Partially Agreed Strongly
disagreed disagreed agreed agreed

Interpretation:

In this graph we can see that most of the customers are agree with that decision because
customer service representatives are giving full concern during phone call. In this graph 12
customers are agree with that decision and rest of the customers are not agree.

18. The customer service Representative was responsive to my

request.

1= Strongly disagreed
2= Disagreed
3= Partially disagreed
4= Undecided
5= Partially agreed
6= Agreed
7 = Strongly agreed

Strongly Disagreed Partially Undecided Partially Agreed Strongly

disagreed disagreed agreed agreed

0 7 0 0 3 15 5

49
 20

15

10
Series 1
5

0
Strongly Disagreed Partially Undecided Partially Agreed Strongly
disagreed disagreed agreed agreed

Interpretation:-

Here 15 customers give attention to say agreed and rest of the customers are disagree. Sometimes
representatives are responsive and some are not.

19. How is the service of taking out money from ATM booth?

1= Strongly disagreed
2= Disagreed
3= Partially disagreed
4= Undecided
5= Partially agreed
6= Agreed
7 = Strongly agreed

Strongly Disagreed Partially Undecided Partially Agreed Strongly

disagreed disagreed agreed agreed

0 4 4 2 6 5 9

50
 Respondent
10
8
6
4
Respondent
2
0
Strongly Disagreed Partially Undecided Partially Agreed Strongly
disagreed disagreed agreed agreed

Interpretation:-
The average answer is coming from this question because some are satisfied and some are not
because customers are not easy to use ATM card and sometimes ATM machine create
harassment. Here 20 customers are giving positive sign and rest of the customers behaved
negatively.

20. How is the customer service from ATM card department of JBL

1= Strongly disagreed
2= Disagreed
3= Partially disagreed
4= Undecided
5= Partially agreed
6= Agreed
7 = Strongly agreed

Strongly Disagreed Partially Undecided Partially Agreed Strongly

disagreed disagreed agreed agreed

0 2 4 1 5 14 4

51
 16
14
12
10
8
6 Respondent
4
2
0
Strongly Disagreed Partially Undecided Partially Agreed Strongly
disagreed disagreed agreed agreed

Interpretation:-

The service is good because most of the customers are agree to saying that JBL have the sound
ATM service department so that they can use ATM card smoothly. Here 23 customers are
agreed or partially agreed with that statement and some are disagree.

52
FINDINGS

Findings from analyzed data:

Here I will divide the findings from analyzed data into two sections. These are-

 Positive findings
 Negative findings

By comparing these two sections I can decide the level of satisfaction of the customer in Jamuna
bank limited.

Positive findings:

 50% of the customers are somewhat satisfied with the employee behavior.
 44% customers are satisfied and 34% are somewhat satisfied with the service charge of
Standard Bank.
 34% of the customers are satisfied and 30% are somewhat satisfied with the Prompt and
accurate service by Standard Bank.
 66% of the customers are satisfied with the problem solving skills of the employee.
 20% of the customers are satisfied with the, 26% fully satisfied and 34% are somewhat
satisfied with the ensuring error free record done by Standard Bank.
 52% of the customers are somewhat satisfied and 30% are fully satisfied about the
modern and updated technology used by Standard Bank.
 62% of the customers are satisfied with the Loan procedure of the standard Bank.
 48% of the customers are fully satisfied and 32% are satisfied with the safety of banking
transaction through Standard Bank.
 46% of the customers are satisfied with the online banking service by Standard bank.
 46% of the customers are somewhat satisfied with office environment of the bank
 76% of the customers are satisfied about the keeping promise made by Standard bank
 74% of the customers are somewhat satisfied with the office space of this branch.

53
Negative findings:

 60% of the customer are not satisfied with facility of utility bill payment offered by
Standard bank limited
 20% of the customers are not satisfied and 40% are not that satisfied with the quality of
the network provided to ATM service.
 22% of the customers are not satisfied and 44% of the customers are not that satisfied
with waiting time to get service from the Standard Bank

54
 Chapter 06

Recommendations & Conclusion

55
Recommendations

 A need to extend branch network and more new branch to be opened in other Cities and
Towns of Bangladesh to reach out the Potential Customers.
 Difficulties in account opening procedure should be reduced. If they cancel the introducer
system they can collect more deposit through opening of new accounts and, hence, it will
also satisfy the customers.
 Standard Bank Ltd. should emphasis more on empathy to customers which means that
SBL should take more attention to individual care of customers and solves their specific
needs.
 They should also focus on the marketing aspects to let customers know about their
products and offerings and more promotion should be given to attract new customer. So
that customer will know the benefit of becoming customer in Standard Bank Limited
through different advertisement and marketing programme. For that they can use print
media, electronic media or they can distribute leaflets to customers, also they can set up
stall in different trade fair.
 SBL should reduce their ATM and Credit card charge. Extra charge is discouraging
customers to make business with SBL.
 As long queues are found in the first week of the month and on Sunday as well as on
Thursday, Flexible Multipurpose Counter can be opened for Customer Services. Opening
more counters is very important part for the customer’s satisfaction level in the bank..
 For cash withdrawals and deposits more ATM can be installed in major cities and towns
across the country through which customers can easily get access to their Accounts.
 As the competitors offering a higher interest rate on deposits and lower charges in loans,
Standard Bank Ltd. should think about it and if possible then maintain the interest rate
and bank charges as similar as to its competitors.
 Standard Bank Limited (SBL) should practice a participant marginal process because in
this all the employees get chance for participating in problem recognition and problem
solving and this will make thee employees feel better which will work as a motivation

56
 weapon. Also award system should be activated depending on the Performance Appraisal
of the Employees.
 Sometimes customers ask for more quality service especially quick, accurate service and
good behavior from bankers. Token system service can be introduced. So, that customer
can easily get the service without any hassle. That time customers waiting time to get
service from Standard Bank Limited can be reduced.
 The features of the products offered by Standard Bank Limited, sonargaon janapath
branch is not enough. The demand of the customer is high in comparison. Sometime
customer claims that benefit that bank is providing with the product is not that much
attractive or useful for the customers. The feature of those products should be great and
more variety of products is needed. So that it will fulfill the customer needs.
 Standard Bank Limited offer the customer that they can pay their current bill, water
supply bill, material bill etc in the branch. But they are not offering to pay the gas bill.
So, customers are not satisfied with that service. They want to pay the every bill in one
branch. So that they have not to go another bank. SBL should try to think about that
service to attract more customers in their branch.

57
Conclusion

Standard Bank Limited has earned a good reputation around Bangladesh. Despite competition
among banks operation in Bangladesh both local and international, SBL has made remarkable
progress, practically in every sphere of its activities. But they have their competitors who
actively striving to take the advantages in every side. They should aware about this. They have
reputation about online banking transaction. Customers are quite satisfied about the online
banking. But the users of online banking are limited in regard to their total customers. It must be
a concerning fact. They try to satisfy their customer through providing different service. So, they
should improve their service quality to attract more customers. None the less, they have launched
new technology to give fastest service to their customers. For sustainable growth, by
implementing new technology and innovation they have to walk with the time. In this purpose,
they have to identify their strength and need to recover their weak sides.

58
Bibliography

Annual Reports Jamuna Bank Limited, Annual report 2016-2017

Websites:

1. www.jamunabankbd.com

2. www.Bangladesh-bank.org

59
 Questionnaire

Customer satisfaction of Banking Service: A study on Jamuna Bank Limited”.

Dear Respondents
I, the student of Business Administration of Premier University Customer satisfaction of
Banking Service: A study on Jamuna Bank Limited”. I will be thankful if you cooperated with
me. For this regard you kind cooperation is highly appreciated.

Please read the following questions carefully and answer it.

1. Name..........................
2. Gender........... i) Male ii) Female

3. Education...............

i) S.S.C ii) H.S.C iii) Graduate

iv) Post Graduate v) others

4. Profession

i) Private Service ii) Govt. Service iii) Business iv) Student

v) Housewife vi) Others
5. Income Range (Monthly BDT) :
i) Below 10,000 ii) 10,000-20,000
iii) 20,000-30,000 iv) Above 30,000
6. The appearance of the banks physical facilities, equipment, personnel & communication
materials are—
i) Impressive ii) Average iii) Unimpressive
7. Materials associated with the service (pamphlets or statements) are....
i) Appealing ii) Average iii) Unappealing.
8. The knowledge & country at the bank’s employees is..
i) Satisfactory ii) Average iii) Dissatisfactory
9. The ability to convey trust and confidence to the customer is

60
 i) Adequate ii) Average iii) Inadequate
10. The numbers of delivery points/branches are ....
i) sufficient ii) Neutral iii). Should be increased.

Strongly Disagree Disagree Neutral Agree Strongly Agree

1 2 3 4 5

11. The bank has the ability to perform the promised service dependably 1 2 3 4 5
12. The bank has sufficient motivation to help customers and provide 1 2 3 4 5
prompt service
13. The bank provides accurate and timely information about remittance 1 2 3 4 5
services
14. The employees of Jamuna Bank Limited will understand the specific 1 2 3 4 5
needs of their customers.
15. The Bank provides its customers much as necessary individual 1 2 3 4 5
alteration they can.
16. I am satisfied with the existing transaction process. 1 2 3 4 5
17. JBL have operating hours convenient to all their customers. 1 2 3 4 5
18. I am satisfied with the existing remittance service. 1 2 3 4 5
19. I would not like to switch to other bank. 1 2 3 4 5
20. Jamuna Bank Ltd. responsive to my request. 1 2 3 4 5
21. I am satisfied with the ability of Januna Bank employees to solve 1 2 3 4 5
problems when they arise.

22. Jamuna Bank employees are knowledgeable about the banks products 1 2 3 4 5
and services.
23. Jamuna Bank employees are always professional in their interaction 1 2 3 4 5
with me and their appearance.

61
24. The customer service representative requested my permission before 1 2 3 4 5
placing me on hold.

25. I am please with the Online Banking service offered by Jamuna Bank. 1 2 3 4 5

26. The customer service representative addressed me by name during the 1 2 3 4 5

course of the phone call.

27. I feel that the customer service Representative was giving me his/her 1 2 3 4 5
full attentions during my phone call.

28. The customer service Representative was responsive to my request. 1 2 3 4 5

29. How is the service of taking out money from ATM booth? 1 2 3 4 5

30. How is the customer service from ATM card department of JBL 1 2 3 4 5

62