General Banking of Jamuna Bank

1.2) Background of the study:

It is a customer satisfaction survey of Jamuna Bank Limited in Dilkusha Branch. There is no previous report on customer satisfaction, that’s why decided to research on customer satisfaction. Customer satisfaction is the individual’s perception of the performance of the products or service in relation to his or her expectation (Leaon G. Schiffman)
Basically Banking is service oriented business. In service oriented business customer satisfaction depend on good service quality, service recovery paradox, low price and how much easily it is available to customer. Jamuna Bank Limited always tries to provide better customer service.
In almost all business situations it is more expensive to win new customer than to keep new customer (leaon G. Schiffman).
According to Schiffman and Lazar Kanuk, satisfied customer buy more products, satisfied customer are less price sensitive ,it is cheaper, satisfied customer spread positive word of mouth.

1.3 Scope of the Study:

This study deal with the analysis of the customer satisfaction and expectations about services of the Jamuna Bank Limited. This study was limited within the Dhaka city specially Dilkusha in Motijheel and in the neighborhood area under the command area of Dilkusha Branch.

1.4 Objective of the Study:

Broad objective: To achieve a clear idea of customer satisfaction about the services of the Jamuna Bank Limited.
Specific objectives: The specific objectives of the study are: 1. To identify the factors of customer satisfaction. 2. To evaluate the level of customers satisfaction. 3. To find out the problems of customer satisfaction 4. To recommended some suggestions

1.5Methodology:

This is a descriptive type of research.
Types of data used: Both primary and secondary data are used.
Secondary data sources: a) Published materials in the internet. b) Annual report and brochure of Jamuna Bank