AMBO UNIVERSITY

COLLEGE OF BUSSINESS AND ECONOMICS

DEPARTMENT OF ACCOUNTING AND FINAC
INTERNSHIP REPORT ON AWASH BANK ODO LIBAN
BRANCH

Name ID
FEYISSA GUDINA BDU 1313972

Submission date: 16/4/2024

Ambo, Ethiopia
Acknowledgement
First and for most I would like to express my gratitude to God because of his love and strength
that he has given to me throughout my life. Secondly it’s my pleasure to thank Ambo University,
College of Business and Economics, particularly Department of Business Management for
setting up this internship program. and also I have no words to express my deepest gratitude to
the managers and employees of Awash bank Odo Liban branch manager and all the employees
working on this branch gives me a technical advice in the whole time and everyone who has
helped me during my practice. I would like to acknowledge for their magnificent support and
contributions to this practice report.

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Executive summary
Generally, the objective of this practical attachment is to assess the performance of Awash Bank
Odo Liban branch. The extent to which Awash Bank Odo Liban branch is realizing its vision and
mission and performance of the organization in relation to its objectives. The intention of forty
five days practical attachment was to increase student’s knowledge and enable student to
compare what have learnt so far in class and what have experienced in practical. To produce
well qualified, self-reliant, active, change agent and real problem solver student. In addition, the
other objective is to investigate equal participation of Awash Bank with other bank to it realizes
to its visions, mission and objective. Not only limited to this but also emphasis the problems
faced by me while I was performing during practical attachment. Thus, practical attachment
suggests solutions and some of policy implication toward reducing the problems based on
finding.

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Acronyms

ATM Automatic Teller Machine

GAAP General Accepted Accounting Policies
MB Mobile banking

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Chapter One
Overview of the organization

1. INTRODUCTION
This report is prepared to accomplish the course professional in Accounting and finance that
enables as to show the applicability of the course of accounting and finance in the real world
business environment. as known there are three business enterprise .those are manufacturing,
merchandise ,and service, those are play a great role in the economy of the country and I conduct
my practical attachment in service enterprise type of business which is called Awash bank
Fasilo branch in Bahir Dar the report includes the detail description of the assignment that I was
handling ,mission, vision, core value, challenge that encountered during the attachment period
and their respective solutions and finally conclusion and recommendation.

1.1 Background of Awash bank

Awash Bank was established by 486 founding shareholders with a paid-up capital of Birr 24.2
million and started banking operations on Feb. 13, 1995. As of end of June 2020 the number of
shareholders and its paid-up capital increased to over 4369 and Birr 5.87 billion, respectively.
Likewise, as of end June 2020, the total assets reached Birr 95.6 billion with over535 branches
found across the country, Awash Bank continues to be leading private commercial Bank in
Ethiopia. Awash International Bank has flourished over 25 years in a quickly evolving economy.
Started with a modest beginning and a visionary aim, Awash Bank marks the history of Ethiopia
to exceed a billion profits which makes it the first private in Ethiopia in this regard in the
financial year 2019. Since its establishment, the Bank also has expanded in it’s a combination of
substantial growth and an enhanced customer service experience. Awash bank has over 700
branches currently. Fasilo branch in Bahir Dar town is one of those branches. It established in
2020 G. C. Awash bank in Fasilo branch have 19 employees in total. It provided various services
to the customer. The customers of the bank are; Bahir Dar town society, Bahir Dar town small
and large enterprise and Bahir Dar surrounding society.

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1.2 Policy of the Bank

The fundamental accounting policies of Awash Bank was the following frame work

1. The bank's accounting policies follow General Accepted Accounting Policies ( GAAP
)
2. The financial year of the bank began on July 1 and ends June 30 of next year
3. The bank's follow accrual base accounting principle
4. Each accounting transaction should be supported by proper documentation
5. Recording the bank asset, liability, capital, income, expense accounts are done
based on double entry system.
The bank's Director accepts responsibility for the annual financial statements which
have been prepared using appropriate accounting policies etc

The bank's policies is to determine whether a repose asset in best used for its internal
operation or should be sold

1.4 Vision, Mission and Value of the Organization

1.4.1 Vision
“To be the First Choice World Class Bank”

1.4.2 Mission:
“To provide Innovative, Competitive and Diversified banking services accessible to
the society with qualified and committed staff in a profitable and socially responsible
manner”

1.4.3 Core value

A– Accessibility

W – Wisdom

A– Accountability

S– Socially Responsible

H – Honesty

Motto; Nurturing Like the River!

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Chapter Two
About the Organization

2.1 Organizational Structure

All departments in this organization are related to each other. The other department
can control the activity of other. Also on their daily activities they must report to the
body which controls each department. Also they control each other to minimize the
problem on job, to be fair and acceptable by every department. To achieve the
objective and vision they obey responsibility for the job given to all departments. Let
we see to how they control each other;

The customer service officer reports the daily activity to the senior customer service
officer. Also pass all physical tickets done on transaction daily to the branch
controller to ensure their activity by comparing the recorded transaction on the
system. A senior customer service reports his or her activity to the customer service
manager. Customer service manager reports to branch manager. Branch controller
passes all tickets to senior branch controller after ensured the balance on physical
counted tickets and on system became equal. Then senior branch controller again
checks and report to branch manager. So finally all activity in bank is controlled by
the manager of the bank.

2.2 Number of Employee

There are nineteen employees in the Awash bank Fasilo branch

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1 manager 2 junior customer service officers

1 assistance manager 1 clerk

1 chief casher 1 cash holder

1 loan officer 2 cleaner

3 customer service officer 6 security

2.2. Organizational structure of Awash bank

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2.3. Organizational structure of Awash bank in Fasilo branch

BRANCH MANAGER

CUSTOMER SERVICE
MANAGER RESOURCE MANAGER CHIEF CASHIER

CUSTOMER SERVICE
ACCOUNTANT
OFFICER

2.3 Main office

The main office of Awash bank is located at Addis Abeba which is the capital city of Ethiopia.

2.4 Introduction all the departments

1. Board of Directors:

- Chairman of the Board: Leads the board meetings and sets the agenda.

- Board Members: Comprise individuals with diverse expertise who provide strategic guidance
and oversight to the bank.

2. Executive Management:

- Chief Executive Officer (CEO): The highest-ranking executive responsible for the overall
management and performance of the bank.

- Chief Financial Officer (CFO): Oversees financial operations, including budgeting, financial
reporting, and treasury management.

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 - Chief Operations Officer (COO): Manages day-to-day operations, including branch
operations, customer service, and administrative functions.

- Chief Risk Officer (CRO): Responsible for identifying, assessing, and managing risks faced
by the bank.

- Chief Compliance Officer (CCO): Ensures the bank's compliance with regulatory
requirements and internal policies.

- Chief Information Officer (CIO): Oversees technology infrastructure, IT strategy, and digital
banking initiatives.

3. Senior Management:

- Heads of Departments: Lead various functional areas such as retail banking, corporate
banking, risk management, human resources, finance, and compliance.

- Regional Managers: Oversee operations and business development activities within specific
regions or areas of operation.

4. Middle Management:

- Branch Managers: Lead individual bank branches, responsible for branch operations, sales,
and customer service.

- Department Managers: Manage specific departments or functional areas within the bank, such
as retail lending, credit analysis, or IT operations.

5. Frontline Staff:

- Relationship Managers: Interact directly with customers, handling account inquiries, loan
applications, and financial transactions.

- Customer Service Representatives: Provide assistance to customers, address inquiries, and

resolve issues at branch locations or through customer service channels.

6. Support Staff:

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 - Administrative Staff: Provide administrative support to various departments, including filing,
data entry, and scheduling.

- IT Support: Assist with technical issues, troubleshooting, and system maintenance.

- Operations Staff: Handle back-office functions such as document processing, transaction

processing, and record-keeping.

This hierarchical structure ensures clear lines of authority, accountability, and communication
within Berhan Bank, facilitating efficient operations and decision-making across the
organization.

2.6 Comments on the Organizational Structure

SWOT (strength, weakness, opportunity and threat) analysis.

SWOT analysis is the strength, weakness, opportunity and threat of the Office which the
practice takes place. So, I try to summarize these four points and also additionally the problems
and challenges faced during practice.

❖ Strength of the organization.

➢ Employees have good relation within each other.
➢ Most employees are willingness to serve customers.
➢ Providing different products to customer’s i.e. special saving account, investment
account, youth target account, with better interest rate.
➢ Good motivation of managers and supervision to their work
➢ Respecting the law of the organization.
➢ All employee are punctual( being on time)
➢ Good efficiency and ethical conduct of staffs
➢ Increase its profitability time to time by Introduction of new technology
➢ It gives excellence service for its customer which most of its customers get satisfaction in
proper manner.
➢ They respect each other and also they give priority for their work

❖ Weakness of the organization

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 The number of employee assign in the branch is small in number do to that reason the
employee assign in the branch are always busy.

Sometime the branch face cash shortage due to this reason some customers dissatisfied
by their service delivering system.

The branch has narrow office due to the fact that counting money was made on the
counter instead of cash office.

There is some inefficiency material like chair tables and computers for trailing staffs

Absence of well-organized information desk.

Lack of sitting documents in the right place. .

Absence of written document regarding the Fasilo branch.

❖ Opportunities

➢ Attitudinal change generally in the public

➢ Steady and fast growth of population is good opportunity for increase bank customer.
➢ Availability of informal group in area ikub and idir in the town.
➢ Co-operation among developmental partners.
➢ There is some chances of get agent to digitalized the bank
➢ Sustained peace of the country is favorable to meet their objectives.
➢ Positive response of the population to developmental issues.
➢ Presence of profusely resources.
➢ Peaceful and stable political administration system.

❖ Treat

If the organization follows the current organizational structure for the future may face the
following challenges.

• Newly entrance of other private Banks in the market share

• Poor saving culture and know how about banking and its service within the society
• Most people are having less knowledge about taking loan from bank.
• High resource wastage in unproductive consumption

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 • Economic condition of the society

2.7 Major Problems Faced During Practice in Fasilo branch

❖ Most of the time the employers of the organization are busy as a result, there is no time for
them to communicate with me and to share their experience for me (not give proper
assistance).

❖ Lack of written document in English language.

❖ Unwillingness of some senior workers to provide information.
❖ Shortage of different working material (like, Paper and computer).
❖ The organization has the fear student on the key position of work place.

2.8 Solutions
During my attachment period that encountered the above problems were overcome by using the
following mechanisms.

❖ The way to combat those overwhelming feelings is to keep an open line of

communication between me, employer, and my internship program advisor. Additionally,
if I am unsure of how to complete a certain task, it won’t hurt to ask the employees or a
colleague for help. And also asking freely questions where I get confused, try to blend in
with the office people, and socializing with colleagues will help me to adjust to the office
and the work too.

❖ Generally the problem was overcome by working peacefully with my customers and co-
workers or with the society of the Awash bank.

3.1.1 Introduction to the area office of Awash bank where I worked

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I had worked in two departments of the branch. They also tried to teach me all over the banking
system which they thought it is so helpful to me even if I will have an opportunity to be a banker.

Here are the areas of the office I works for

3.1.1.1 Customer service officer

Customer service officers, also known as bank tellers, are responsible for accurately processing
routine transactions at a bank. This department may also advise customers on how to use the
bank’s facilities, or provide basic information about products or services.

My Activities in the department

In my first week I worked in this department and learned a lot. On the first day I tried to
communicate with the employees who I worked with and helping them simple things.

➢ Starting from the next day I was working the following activities in this department:
❖ Filling the account opening form for the customers and collect the necessaries from them
such as photos and photo copy of their ID, and then gave it to the customer service officer
to authorization.
❖ After couple of days using the customer service officer access I opened many accounts by
my own using the customer service officer’s access to the system.
❖ Helping customers by identifying customer needs and refer customers to appropriate
banking services and specialists.

3.1.1.2 Digital banking officer

Digital banking is banking that is done through the digital platform without any paperwork or it
is availability of banking online.

Products of digital banking

❖ Mobile banking (MB)

❖ Internet banking
❖ ATM cards
❖ POS machine

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 Role of digital banking officer

a. Checks all digital banking channels’ registration application (Card and POS, on-
line banking, etc) to ensure accuracy of details and fulfilment of required documents.
b. Ensures delivery of the original application form to the customer after scanning
c. Keeps custody of digital banking channels application forms and other relevant
documents
d. Checks the balance of PINs and Cards and reports any discrepancy on her/his
regular stock management report
e. Identifies and reports discrepancies, if any, found in the selling of digital
banking channels on a daily basis

My activities in the department:

✓ Filling the forms of MB, ATM cards with customers and deliver it to digital
banking officers.
✓ Activating the opened MB accounts on the phone of customers
✓ Showing customers how to use these products.
✓ Make call to customers for announcing their ATM cards are delivered & to take them.
✓ After some days of filling the form and calling them, I started to give the ATM card
and activate it using the digital banking officer’s access.
✓ Helping customers who wants POS machine when the ATM machines aren’t functioning.

3.2 Problems Encountered On the Job and Remedial Measures

There are some problems that challenging us during the job of 31 days.
Some of these problems are from the organization and some are from
customers. As organization some the problems are lack of seats, lack of user
(access) for us and others are the problem of light and network those hinder
our activities to not serve customer properly. From customers some
customers don’t care about criteria to be fulfilled properly rather

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Than looking only about the service.

 Some of them don’t sign on the ticket and some signature on the ticket
and on the book are different.

 No correct order of sender name which is difficult to serve customer.

 Some of them bring incorrect account which the system is not read

3.1.5 Remedial Solution I Have Taken

 By using the user of our friend we have done activities with our friend.

 We perform our job most of the time by standing because there is the lack
of seat.

 We have told to branch manager these problems to be minimized.

 We have told the customers to fill all information properly.

Most of the problems I encountered were solved, but some of them were not solved as
problems, but I tried to reduce the amount of trouble I had. Let's look at some of them;

• Some customers with a lack of awareness used to be the biggest problem for me when I
tried to sell the bank's product. Selling the bank's product was one of my responsibilities.

• The number of customers generated on some days does not fit with the hours I am given
to do my work. I faced this problem especially when I was new to the job.

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 • Shortage of some extra or additional working materials like chair and computer for
trainers.

• Accepting orders from two people at the same time and overloading of work

• Transportation problem

• Lack of data about historical back ground of the organization.

• Lack of money this problem is because there was no money allocated to us, so I am
having trouble spending money on some things.

Problem solving
✓ I was able to solve this problem by politely approaching the customers and convincing them
about the benefits of the product.

✓ Reduce this time problem by staying calm and concentrate on my job.

✓ After reporting lack of working material problem to my boss, I was offered with some
working materials.

✓ I tried to solve transportation problem by leaving home early and being at my workplace on
time.

✓ I try to solve the overload working problem by letting them know that the first order I
received was available, and the second that it might be delayed.

To solve the lack of data, I gather some information from head office website and try to
document with the help of my supervisor.

4.1 Over all benefit I gained from Internship

Apart from understanding the core banking activities, I also believe that all the activities
that were undertaken by me in these 14 weeks have helped me develop my overall cognitive,
analytical and professional skills. It has taught me to deal with different people differently. In
addition, it helped me view things from several angles and not from only one point. Thus, this
actually helped to improve my analytical skills. Similarly, I also have developed my ability to
create and sustain a network of important clients.

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Following are the details of some of the key skills and knowledge learnt during my
internship period:

A. Practical implication of theoretical knowledge

One thing I realized is that most of theoretical knowledge; like for instance, accounting,
finance, marketing, communication, organizational behavior, statistics, economics, operational
management, human resource management along with computer applications, all were very
much being applied in the banking sector. Even though not all these concepts were applied in
every department, these concepts however, helped me gain a better understanding of the
responsibilities I was assigned with.

B. Communication skills

Communication is probably one of the most important factors for smooth functioning of
every organization. Banking sector is no different. In fact, communication is the most powerful
tool that can be used to convince the customers to use the products and services. As major part of
my internship period required dealing with customers coming from different background, my
communication and interpersonal skills has definitely improved a great deal. In addition to this, I
also learned to be patient and quiet while dealing with difficult customers.

C. Behavioral skills

Another skill that I got an opportunity to learn and improve on is the behavioral skills one
needs in their personal and professional life. After carefully observing the way the employees of
HBL dealt with the customers and among their colleagues, I too learnt the proper way to behave

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in the workplace. To be specific, I learnt to behave well i.e. friendly, cordially and respectfully
with customers, employees regardless of the situation I was caught in.

D. Technical skills

During the internship I had to use different technical devices like printers, scanners,
photocopy machines, computers etc. for data entries, cheque book, statement printing etc. Before
the internship, I had no clue how to use big printers and photocopy machines. However, after the
internship I learned some basic technical skills to work with such devices.

In short, some of the key skills and knowledge that I learnt during the internship are as follows:

 Understood how to show respect to employers and customers.

 I am now able to demonstrate interpersonal skills better after the internship.
 Leading skills was develop while controlling the customers in rush hour especially
Sunday and Friday that was rush day for bank.
 Negotiating and arriving at a decision.
 Working with diversity/diverse populations.
 Identifying, understanding and working with professional standards.
 Acquiring and evaluating information.
 Improving problem-solving and critical thinking skills.
 The need and use of organizational commitment and job involvement is learnt
 Improved communicating and convincing skills after having to deal with customers in
rush hours and difficult situation.
 Confidence was developed. As an intern in bank facing with rush customer boost up the
confidence level when we need to interact with them regarding their queries and
problems.
4.2.1 Key attitudes learned
Apart from key skills and knowledge, I also learned to have a correct form of attitude
towards the people and organization in professional level.

Following are the details of some of the key attitude learnt during my internship period:

A. towards the organizational environment and work culture

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 I personally found the working environment of the bank very friendly, comfortable and
easy going. Everyone was friendly with everyone, and always ready to help each other despite
being burdened with their own responsibilities. Apart from this, I also realized that customers
were more willing to be patient when they felt they were being treated properly and heard.
However, lack of communication and listening of their queries made the customers impatient and
angry.

B. Team work

Another attitude I learnt during my internship period is that everyone has their own
responsibilities and working in a team helps in improving the overall productivity and
performance of the employees. Thus, it is very important for employees to work as a team in
order to enjoy synergy benefit and avoid any delays that can hamper the functioning of the
organization.

C. towards management

Throughout the internship period, I put in a lot of to work and do justice to the
responsibilities I was assigned with. After seeing the friendly and dedicated management who
always wanted good for the employees, it made me commit fully towards the organization. I
always tried to be obedient, punctual and complete my work with full dedication.

D. towards customers

Despite having to face lot customers who were rude and impatient, I understood the
importance of being calm and composed when having to deal with such customers. I made sure I
heard them out completely, greeted them and happily helped them when they asked for it.
Throughout the internship period I had to deal with customers on a daily basis. Thus, internship
at HBL helped me develop positive attitude in all types of situation.

In addition to this, during my stay in the CSD, I realized and learned that customers are
automatically patient and ready to wait if treated properly and if their queries are heard carefully.
As I was required to deal with people from all kinds, it has helped me become more patient and
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improve both my communication as well as listening skills.

E. towards employees

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 All the employees in HBL were very friendly and helpful. They would not leave any
stone unturned to teach me new things every day. Hence, I strongly feel that whatever I was able
to learn during the internship period is because of the employees who were always ready to guide
me in every situation and helped me clear my doubts. This behavior of theirs automatically made
me develop and portray a positive attitude towards them.

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Title: An Evaluation of Customers’ Satisfaction of Awash Bank Odo Liban branch

Executive Summary

Bangladeshi banking sector is one of the challenging and extensively spread industry in
Bangladeshi economy. As the result of globalization the world is becoming smaller and the
business is becoming larger. Due to growth of technology the demand of the customers is
growing day by day in the banking sector. In this regard customer satisfaction has become the
crucial aspect for the banking business. Banking is a customer oriented service industry. Now
day’s banks are more strong-minded to keep their existing customers by providing quality
services leading to customer satisfaction. Customers want the best value for their money so
they are always combing around to get the best services. The main objective of the research is
to find out the level of satisfaction of the customers from the services offered by JBL and
give some possible suggestions for the improvements of service quality. This study was based
on Shyamoli Corporate Branch of Janata Bank Limited. Data have been collected from
primary and secondary sources. Conferring the results, the overall customer satisfaction is
above average but not excellent. The bank should highlight the reputation of customer
satisfaction and take further actions in order to enhance the quality of service. Basically, the
customer satisfaction depends on positive relationship between customers and employees in
the banking sector. Implementation of new features like employee education, beneficial
programs, deposit schemes, service charges, networking system is the recommended of the J

1.1 Objectives of the Study

Broad Objectives
The main objective of the study is to investigate the satisfaction level of customers from
the services offered by Janata Bank Limited.

Specific Objectives:
Specific objectives of the report are as follows-
1. To know the theoretical background of how to measure the customers’ satisfaction of
s bank.
2. To measure the satisfaction level of customers from the services offered by Janata
Bank Limited.
3. To find out the problem related with customers’ satisfaction of the Janata Bank ltd.
4. To make some recommendations to solve the problem related with the customers’
 satisfaction of the Janata Bank ltd.

1.2 Scope of the Study

The report will be constrained to the level of money related execution of JBL. The focal point
of this report will be using an evaluation customers’ satisfaction of JBL. The report is
designers on the premise to work detached work area and assess the execution of JBL
Shyamoli Corporate Branch. Regardless of impediment, I likewise got some office to finish
my Internship Report. The representatives who have considered a dependable post in the
whole office helped me a ton. My University temporary position boss likewise helped me a
considerable measure. He gave me a rule how to set up my report more appealing and great.
1.3 Methodology of the Study

This study is based on primary data. For collecting primary data questionnaire method is
being used here having 10 questions on that. Target population was the customers of
Shyamoli, Corporate Branch of Janata Bank Limited. By using simple random sampling
method 100 customers of JBL Shyamoli, Corporate Branch responded is this regard. All
variables were measured using a 5-point likert scale in which 5 represented strongly agree
to 1 which is strongly disagreeing.

1.4 Limitations of the Study

In all regard some restriction and shortcoming stay inside which I neglected to escape using
any and all means. These are takes after:

To proceed with consider in such a visit zone requires a major ordeal in time. As an
internee I had just three months which has insufficient.
To gather data required, I confronted trouble in light of the over the top idea of privacy
kept up by the authorities of Janata Bank Limited.
Trouble in picking up gets to money related area, bank programming and classified
archives
Much of the time I just did not have any choice but rather no outfit information without
check
Getting Relevant papers and reports were entirely
disallowed. Non-accessibility of the latest measurable
information
Lack of composed materials

Since the bank personals were exceptionally occupied, they could give me next to no time.
Disregarding every one of the impediments I have put the best exertion beyond what many
would consider possible building up the examination

2.1 Literature Review

Customer satisfaction is the business reasoning that makes customers esteem, envisioning and
© Daffodil International University Page 6
dealing with their desires, and speaking to capacity and duty to fulfill their needs. Customer
satisfaction is honorable as the contrast between customer desires and the experience that the
customer gets.
It is the most pivotal component for the banking sector in Bangladesh. Corporate character or
corporate picture is the way wherein a partnership, firm or business presents themselves to
accomplish their goals. The corporate picture is the thing that the open should see when the
association is referenced. As indicated by research recommended that customer satisfaction is
the result of seven determinants specifically social duty, worker responsiveness, the presence
of physical assets, capability, and dependability, administrations advancement, and positive
informal. As indicated by their examination customer satisfaction impacted by social
obligation, positive verbal, and dependability.
Customer satisfaction is the result of seven determinants to be specific social duty,
representative responsiveness, the presence of physical assets, capability, and dependability,
administrations advancement, and positive verbal. As indicated by their investigation
customer satisfaction whenever impacted by social duty, positive informal, and unwavering
quality.
Then again, Customer satisfaction is basic which prompts increment business. Additionally
they said that Customer satisfaction is relies upon administration strategy satisfaction, on
openness and on the forefront worker satisfaction. So sure associations with the customers
consistently lead to money related accomplishment to the bank for long run.
As indicated by Mishra A. (2009) said that customer satisfaction significantly relies upon
the arrangement of a methodology for the director with the goal that higher customer
satisfaction for the future could be gotten by the bank. Regardless of Song, Li, van der
Veen, and Chen (2011) said that the customer satisfaction identifying with item or
administration that is dictated by the degree of satisfaction or dissatisfaction experienced
by the customer. In addition, Pont, M., and McQuilken, L. (2005) likewise expressed that if
banks need to accomplish high customer satisfaction they have to embrace the great
methodology in light of the fact that with the less expensive methodology banks couldn't
get moderate customer satisfaction. They likewise expressed that banks should practice and
look at the customer observations towards the administration quality. So if the bank needs
to keep their current ones and need to pull in new ones then they ought to constantly
oversee customer satisfaction and its effect on steadfastness.

© Daffodil International University Page 6

Appropriate customer satisfaction relies upon statistic factors and of innovation in the
money related administration industry. In past investigations they have confirmed that
amazingly fulfilled customers are, surely, progressively faithful customers (Aaltonen, P. G.
2004). Then again, Kundu, S., and Datta, S. K. (2015) look into discovered with respect to
e- administration quality, customer satisfaction and trust they found that there is a
noteworthy relationship among e-administration quality, trust and customer satisfaction.
Web banking administration quality has tremendous effect on trust.
Presently day's customers are progressively steadfast towards those banks that are
encouraging web banking administrations. Likewise, the pictures of the bank make
customer satisfaction and improve the exchange with the bank. He likewise proposed that
if the brand picture additionally assumes a critical job between the reliability of the
customers and web banking. The job of the brand picture is certain in making a positive
connection among customers and web banking

As indicated by the idea that not many causal key variables like item traits, representative
attributes, customer comfort, bank effects, cost of exchanges and customer correspondence
contributes to customer satisfaction in the bank. Other than Machogu, and Okiko, (2015)
said that customer satisfaction is the psychological procedure that relies upon certain
elements like openness, comfort, security, protection, content, structure, speed, expenses
and charges where different variables advised have no noteworthy impact.

Likewise expressed that customer satisfaction customer is subject to variable then free
factor. These reliant factors to a great extent rely upon administration quality, feel,
association, openness and money related elements of the bank. As per their discoveries the
effect of closeness of bank and money related factors on customer satisfaction isn't
sufficient. Customer satisfaction components expenses and advance, brief administration
and appearance are the central point which have increasingly critical effect on customer
satisfaction pursued by loan fee and openness of bank and accessibility of administration
which have less sway on the satisfaction on the banking customers.

The satisfaction level of country customers is very fulfilled in e-banking administrations. In

this way, so as to improve the propensity to utilize e-banking directs in country regions the
utilization of nearby dialects during dealings ought to be advanced just as pitched. Her
examination additionally propose that ATM is one of the basic channel out of all other
banking channels for verifying support of rustic customers

As per the research of Ganguli, S., and Roy, S. K. (2011) it tends to be said that innovation
prompts customers satisfaction and faithfulness. Likewise, they said that fundamentally
four measurements like customer administration, innovation security and data quality,
innovation accommodation, and innovation utilization effortlessness and dependability
should hold brain to the bank for making satisfaction level of the customers. At present
business, field is ending up so much aggressive and banks have begun understanding that
business fundamentally relies upon satisfaction of the customer. This is persuading them to
improve customer administration and fabricate relationship with customers Besides
Customer satisfaction is a customer's post consumption assessment of an item or products
and ventures

Ameme, &Wireko, (2016) additionally said that if the bank needs to turn into the market
head in the focused market it must utilize the imaginative methodology for making
customer satisfaction level through give divine beings and administrations. Then again,
customer satisfaction is post utilization evaluative judgment concerning a particular item or
administration. It is the aftereffect of an evaluative procedure that stands out repurchase
desires from the view of execution during and after the utilization experience. Satisfaction
alludes to an inclination or a momentary frame of mind that can change inferable from
different conditions. It exists in the client's brain and is not normal for detectable practices
like item decision, objection or repurchases.

Regardless of Aldisert (1999) said that customer satisfaction isn't getting to be huge such
that a few banks see it as a principal component in their showcasing systems. The term in
the wake of showcasing has likewise been regularly used to mirror the focus on exhausting
exertion to take into account current customers trying to expand their satisfaction and to
hold them.
Chapter Four

Theoretical Background
4.1 Overview:
Customer is the most significant piece of any association and customer satisfaction is the
main thing to get more customers, to make more benefit. The bank is an administration
association, here it is required to fulfill its customers. The Premier Bank Limited constantly
attempted to give better support of its customer. In any case, it isn't workable for anybody
or any association to fulfill the whole customer. In the event that JBL gives the best
support of its customer, there will be a few people who will be not fulfilled by any stretch
of the imagination. Not just that, the customer satisfaction level may be changed step by
step. In my assistant period, I see that one customer's decision, his/her assessment,
emotions about JBL items, practices are not the same as different customers, and
satisfaction level is likewise fluctuating from others. To maintain a business effectively,
every association must gauge its customer's satisfaction level. In JBL, I need to meet
numerous customers in a day. Some of them are content with JBL however some of them
are completely frustrated with JBL. To comprehend this circumstance clearer, I decision
this present customer's satisfaction level as my assistant task. To gauge this satisfaction
level, I posed some fixed inquiry to 100 unique customers who visited JBL, Shyamoli
Branch every now and again. (Examiner is connecting in the reference section). I separated
my examiner in certain criteria, as JBL item, Employees conduct, Charges, Loan offices,
Interest rate, and so forth. Two kinds of customers are visiting JBL most. One for the
exchange and another for record administration. I pick haphazardly my examples for my
review. In my objective customers, some of them are specialist, a few people are
administration holder, some of them are housewife or understudy, and so forth. Subsequent
to finishing my review, I broke down that information by utilizing the diagram and have
discovered an outcome.

4.2 Customer Satisfaction:

The customer satisfaction level of Premier Bank we should realize what is customer
satisfaction? What are the elements that are affecting customer satisfaction and why it is
required? Customer satisfaction is extremely difficult to characterize the same number of
components impact it. The by and large acknowledged the meaning of customer
satisfaction is "The degree to which an item saw presentation coordinates a purchaser's
desire. In the event that the item's presentation misses the mark regarding desires, the
purchaser is disappointed. In the event that exhibition coordinates or surpasses desire, the
purchaser is fulfilled or pleased".
 So, Customer satisfaction = Perceived Performance – Actual Performance

Customer
Satisfaction

Pric Produc
Servic e
e t

Reliabili Responsivenes Assuranc Empat Accessibilit Courte Tangibl

t s e h y s e

Figure: Variable of customer satisfaction

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

Nature of administration is one of the significant variables that impact customer satisfaction.
Analysts and administrators of administration firms agree that administration quality includes
a correlation of desires with execution. Along these lines, by this outline, the creator
attempted to demonstrate the 7 components of administration quality and the dependability,
responsiveness, confirmation, sympathy, effects, get to and in conclusion cordiality. These
seven measurements are talked about here beneath:

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.
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.
 Employees who understand the need of their customers
 Convenient business hours.

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

Tangibles:

 Modern equipment
 Visually appealing facilities (plastic credit card)
 Employees who have a real, professional appearance
 Visually appealing materials associated with the service.

Assurance:

 Employees who have confidence in customers  Making customers feel safe

in their transactions
 Employees who are consistently courteous.
 Employees who have the knowledge to answer customer questions.
 Physical Safety
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 ¾ Convenient location of service facility
Courtesy:
  Politeness, respect, consideration and friendliness
 Clean and neat appearance of public contact personnel.
 Consideration for the consumer’s property.

4.3 Customer satisfaction factor:

Banking is an administration situated business. They are giving administration to draw in

the customer. They are the key components of the business. So Banks are for the most part
stressing on giving better and quality support of the customer. They should more worry
about what kind of administration they are giving. Presently in the market, there are
extreme rivalries among banks. Customer satisfaction relies on a few components of the
bank. Herewith we can quantify the degree of customer satisfaction by breaking down
various satisfaction factor. Customer satisfaction factor is given the roar.

 Advanced product and service

 Account opening procedure
 Time taken to issuance cheque book and debit card
 Interest rate of different deposit scheme
 Loan and credit facility of JBL
 Interest rate charged by JBL for different loan
 Online banking system of JBL
 Service charge
 Behavior of employee
 Internal environment
 Employee interaction
 ATM Booth Service
Here we have taken data from the general customer of the bank who has taken
administration from the bank on various occasions. So we have taken the data from 50
general individuals who have partitioned the bank's administration quality into certain
criteria, for example, Excellent, Good, Average and Bad. To gather the data, we have
utilized customer assessment enclose the bank. Also, day by day we have recorded the
data in our logbook.
1.1 Data Collection
The study approach used for this report writing was through both primary and secondary data collection
method. Following are the details of the methods that have been use for data collection:

1.1.1 PRIMARY DATA

The primary data was mainly collected through the following ways:

 Personal observation of work environment during the internship period.

 Unstructured interviews with the employees when confused about something.
The questionnaire is made based on some variables that have directly or indirectly influence
on the customer satisfaction level. With the help of MS excel tables & Charts, the data are
analyzed and interpreted. Analysis of survey data is given bellow:
5.1 Environment of JBL

Environment of JBL

Strongly Disagree 0
Disagree 15
Neutral 20
Agree 30
Strongly Agree 35
Total 100

Environment of JBL

0% Environment of JBL
15%
Strongly Disagree
35%
Disagree
20%
Neutral
Agree
30% Strongly Agree

Interpretation:

From the above table and graph, it very well may be said that lone 35% of respondents
firmly consented to this reality and 30% concurred. In the interim, the quantity of
respondents who emphatically differ to this reality is 0%. Here 15% of respondents
said they differ in such manner and 20% of respondents kept themselves in the
unbiased side.
5.2 Relationships with customers of JBL

Relationships with customers of JBL

Strongly Disagree 5
Disagree 25
Neutral 10
Agree 55
Strongly Agree 5
100
 Relationships with customers of JBL

Strongly Disagree
10% 55% Disagree

60% Neutral
25%
Agree
5% 5%
Strongly Agree

Interpretation:

Relationship with customers is the essential task of every organization. In response the
question the above figure said that 60% of customer are gave positive reply whereas 55%
respondents are agreed and 5% strongly agreed to this fact. The number of respondent 5%
who have expressed strongly disagreed to this fact and 25% Disagreed.10% respondents kept
them in neutral side.

5.3 Quick Service Delivery

Quick Service Delivery

Strongly Disagree 10
Disagree 15
Neutral 5
Agree 60
Strongly Agree 10
100
 QUICK SERVICE DELIVERY
Strongly Disagree Disagree Neutral Agree Strongly Agree

5% 57%

14%
71%

10%
14%

As the quick service delivery of customers are 71% Responded are answered positively, 14%
respondent is strongly agreed with their quick service, 57% respondents are agreed, 10%
respondent is strongly disagreed with quick service, 14% respondents are disagreed and 5%
respondents are neutral with this fact. Although majority customers are agreed with quick
delivery service, so customers are satisfaction to get these services.
5.4 Online services of JBL

Online services of JBL

Strongly Disagree 20
Disagree 25
Neutral 20
Agree 30
Strongly Agree 5
100

Chart Title

5%
20% Strongly Disagree
Disagree
30%
Neutral

25% Agree
Strongly Agree
20%
Interpretation:
From the above table and chart we can say that only 5% respondent strongly agreed with
online service of JBL, 30% respondents are agreed, 20% respondents are strongly disagreed
to this fact. Here 5% respondents are said that they are disagreed to this point and 20%
respondents are kept themselves in neutral side.

5.5 Low Service Charge

Low Service Charge

Strongly Disagree 0
Disagree 20
Neutral 15
Agree 45
Strongly Agree 20
Total 100

Chart Title

0%
20% 20%
Strongly Disagree
Disagree
15%
Neutral
45% Agree
Strongly Agree

The above table state that only 20% respondent is strongly agreed about this point,45%
respondents are agreed. On the other hand, 0% respondents are strongly disagreed to this fact.
Also 20% respondents are said that they are disagreed with low service charge and15%
respondents are kept themselves in neutral side.
5.6 JBL Offers Best Deposit Schemes

JBL Offers Best Deposit Schemes

Strongly Disagree 5
Disagree 30
Neutral 20
Agree 30
Strongly Agree 15
100

Chart Title

15% 5%
Strongly Disagree
Disagree
30%
Neutral
30% Agree
Strongly Agree
20%

Interpretation:

Deposit schemes are the most important satisfaction level of customers. In response to the
above question 15% respondent strongly agreed to this fact and 30% respondents are agreed,
5% is strongly disagreed with this fact. Other side 30% respondents are expressed that they
are disagree to this fact and 20% respondents are kept themselves in neutral point.
CHAPTER SIX

FINDINGS, RECOMMENDATIONS & CONCLUSION

6.1 Findings

Findings of the study are as follows-

1. 35% respondents strongly agreed and 30% customers are agreed that the environment
of JBL is good whereas rest 0% of customer are not fully agreed that the environment
is good.
2. 5% respondents strongly agreed and 55% customers are agreed to Relationships with
customers of JBL is good whereas rest 5% of customer are not fully agreed that
Relationships with customers of JBL is good.
3. 14% respondents strongly agreed and 57% customers are agreed to Quick Service
Delivery is good whereas rest 10% of customer are not fully agreed that Quick
Service Delivery of JBL is good.
4. 5% respondents strongly agreed and 30 % customers are agreed to online services of
JBL is good whereas rest 20 % of customer are not fully agreed that Online services
of JBL is good.
5. 20% respondents strongly agreed and 45% customers are agreed to Low Service
Charge of JBL is good whereas rest 0 % of customer are not fully agreed that Low
Service Charge
6. The study found 65 % of customer are agreed that of JBL is good whereas 35% are
not. JBL should concern about these 35% customer and take initiative to enhance their
satisfaction about Low Service Charge of JBL
7. The Study found 45 % of customer are agreed that of JBL is good whereas 55% are
not. JBL should concern about these 55% customer and take initiative to enhance their
satisfaction about Comparative Service Delivery JBL

6.2 Recommendations

Customer satisfaction has been one of the essential apprehensions of today’s bank industry.
Customers always want to best services from the bank. Now day’s customers are becoming very
much dynamic. To enhance the satisfaction of the customers, JBL may take the following initiative to
improve the performance of the bank-
1. The study found 65% of customer are agreed that the JBL’s environment is good
whereas 35% are not. JBL should concern about these 35% customer and take
initiative to enhance their satisfaction about JBL environment.
2. The study found 65% of customer are agreed that the helpful staffs and employees is
good whereas 35% are not. JBL should concern about these 35% customer and take
initiative to enhance their satisfaction about JBL helpful staffs and employees.
3. The study found 60 % of customer are agreed that Relationships with customers of
JBL is good whereas 40 % are not. JBL should concern about these 40 % customer
and take initiative to enhance their satisfaction about Relationships with customers of
JBL.
4. The study found 71 % of customer are agreed that Online services of JBL is good
whereas 29% are not. JBL should concern about these 29% customer and take
initiative to enhance their satisfaction about Online services of JBL.
5. The study found 35 % of customer are agreed that Online services of JBL is good
whereas 65% are not. JBL should concern about these 65% customer and take
initiative to enhance their satisfaction about Online services of JBL.
6. The study found 65 % of customer are agreed that of JBL is good whereas 35% are
not. JBL should concern about these 35% customer and take initiative to enhance their
satisfaction about Low Service Charge of JBL.
7. The study found 45 % of customer are agreed that JBL Offers Best Deposit Schemes
of JBL is good whereas 55% are not. JBL should concern about these 55% customer
and take initiative to enhance their satisfaction about JBL Offers Best Deposit
Schemes of JBL.
 8. The study found 35 % of customer are agreed that Discloses Information of JBL is
good whereas 65% are not. JBL should concern about these 65% customer and take
initiative to enhance their satisfaction about Discloses Information of JBL.
9. The Study found 45 % of customer are agreed that of JBL is good whereas 55% are
not. JBL should concern about these 55% customer and take initiative to enhance their
satisfaction about Comparative Service Delivery JBL.
10. The study found 45 % of customer are agreed that Deposit Money of JBL is good
whereas 65% are not. JBL should concern about these 65% customer and take
initiative to enhance their satisfaction about Deposit Money of JBL.

6.3 Conclusion

Customer satisfaction has become important issues of bank industry to achieve goals of the
bank. The success or failure of every organization depends on customer satisfaction. Despite
competition among banks in Bangladesh the Janata Bank Limited has achieved good
reputation around Bangladesh. It has to compete with not only State-owned bank but also
private commercial banks. Though the Janata Bank Limited has lack behind in many sectors
such as online banking but still people are investing in this bank because of its good
reputation. This report shows what JBL is serving to their customers and what is the response
of customers on the service provided by them. Huge number of researches has been done on
banking sector of Bangladesh to find out the role of banking industry in the development of
economy. Banks plays an important part in the economy of developing country like
Bangladesh. Basically the services of private bank are better than state-owned bank. But in
case of reputation, reliability, service charge, and deposit schemes are better than private
banks. So the bank should provide different services to retain the customers. In this
regarding, the bank should identify their strength and need to recover their weak sides.
References

1. Aaltonen, P. G. (2004). Customer Relationship Marketing and Effects of

Demographics and Technology on Customer Satisfaction and Loyalty in Financial
Services (Doctoral dissertation, Old Dominion University).
2. Ameme, B., &Wireko, J. (2016).Impact of technological innovations on customers
in the banking industry in developing countries. The Business & Management
Review, 7(3), 388.
3. Bloemer, J., De Ruyter, K., & Peeters, P. (1998).Investigating drivers of bank
loyalty: the complex relationship between image, service quality and satisfaction.
International Journal of bank marketing, 16(7), 276-286.
4. Deschamps J.P. and P. Ranganath Nayak. (1995). Product juggernauts: How
companies mobilize to generate a stream of market winners, Harvard Business
School Press.
5. Ganguli, S., & Roy, S. K. (2011). Generic technology-based service quality
dimensions in banking: Impact on customer satisfaction and loyalty. International
Journal of Bank Marketing, 29(2), 168-189.
6. Gerson R. F. (1993), Measuring customer satisfaction, Crisp Publication, Inc.,
Menlo Park,California.
7. Gundersen, M. G., Heide, M. & Olsson, U. H. (1996). Hotel Guest satisfaction
among Business Travelers: What Are the Important Factors? The Cornell Hotel
and Restaurant Administration Quarterly, 37(2), 72-81.
8. Gupta, A., & Dev, S. (2012). Client satisfaction in Indian banks: an empirical
study. Management Research Review, 35(7), 617-636.
9. Kundu, S., & Datta, S. K. (2015). Impact of trust on the relationship of e-service
quality and customer satisfaction. EuroMed Journal of Business, 10(1), 21-46.
10. Aldisert, “customer service or customer satisfaction?” Bank marketing, vol. 31,
no. 5, pp. 55, 1999. Limited, Hampshire.
11. R. Stafford.(1996). Demographic discriminators of service quality in the banking
industry, The Journal of Services Marketing, 10(4), 6-22.
12. M. Zairi, (2000). Managing customer dissatisfaction through effective complaint
management systems,The TQM Magazine, 12(5), 331-335.
13. Machogu, A. M., & Okiko, L. (2015). E-banking complexities and the perpetual
effect on customer satisfaction in Rwandan commercial banking industry: Gender
as a moderating factor. The Journal of Internet Banking and Commerce, 20(3).
14. Mishra, A. A. (2009). A study on customer satisfaction in Indian retail banking.
IUP Journal of Management Research, 8(11), 45.
15. Mittal, V. & Carly, F. (2010). Customer Satisfaction: A Strategic Review and
Guidelines for Managers. Cambridge, MA: MSI Fast Forward Series, Marketing
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25(4), 253-271.
APPENDIX

Questionnaires Strongly Disagree Neutral Agree Strongly

Disagree Agree
1 Janata Bank Limited has the best or at least very 1 2 3 4 5
good environment.
2 Office staffs and employees are very much 1 2 3 4 5
helpful to customers.
3 Its employees maintain good 1 2 3 4 5
relationship with customers.
4 Employees in this bank are punctual and all 1 2 3 4 5
services are provided in time.

5 Online services provided by Janata Bank Limited 1 2 3 4 5

are up to the mark.

6 The service charge is competitively low. 1 2 3 4 5

7 It offers one of the best deposit schemes for 1 2 3 4 5

people.
8 Janata Bank Limited discloses necessary 1 2 3 4 5
information to its customers.

9 Janata Bank provides better service than other 1 2 3 4 5

state owned banks in Bangladesh.

10 People will still deposit money in Janata Bank 1 2 3 4 5

regardless of new charges allocated by
government.
Chapter Five
Conclusion and Recommendation
5.1 conclusions

The 45 days attachment period exposes students to hands of approach to the skill learnt in the
university that learn in theoretically and prepares them to the work environment or that learnt
how to work in practically in real world environment it is a good way of practices and the
practical attachment period also learned the students how to solve the challenges or problem that
faced during the working environment and performing tasks and interacting with fellow
employees and the student works in different organization then based on these attachment
experience.

It is a good opportunity to test one’s preparedness to undertake the demand of the chosen career
and to shape them up and to work easily when hired after graduated.
There for every student should practice the attachment and help me to obtained different
knowledge and skills that is important in my life cycle.

5.2 Recommendation
When I working in Awash bank I observe its working environments and procedures. Some areas
of the improvement have been identifying the following measure are recommended to the bank
for enhancing its performance.

❖ Customer’s satisfaction is the most important in any organization but it was seen that
some of the costumer of the bank was not satisfied with the long time taken to render
service. This taken to consideration the bank should focus more on providing fast and
satisfactory service to its customers.

❖ Increase the number of employees and computers in order to give better and fast service
to its customer and the customers will satisfy with the short period of time.

❖ Competition is important for any organization but I was seen that there is less
competition and advertisement. The bank should focus on those in order to receive (gain)
many customers.

❖ It was also seen that the customer had to wait for a long period at the cash countries.
Therefore the bank should increase the number of cash countries in order to minimize the
waiting time of the customer.
Reference
➢ The annual report of the company.

➢ The website of the organization; www.AIB.http//www.AIB service /PROD/Browser

Service/.

➢ The interview; information from the employers of the organization.

➢ WWW.awashbank.com.