here discuss about 7p's and mansion data analysis

1. Customer satisfaction
regarding on service mix of
Janata Bank Ltd.

2. Name: Rashedul Islam
ID: 131200030
Faculty of Business Administration
EASTERN UNIVERSITY

3. INTRODUCTION
Janata Bank Limited, the 2nd largest State
Owned Commercial Bank in Bangladesh, JBL
playing essential role in overall financial
activities of the country. Janata Bank Ltd. runs
its business with 908 branches across the
country including 4 overseas branches in
United Arab Emirates.

4. Objectives of the study
General Objective
To find out the customer satisfaction
of regarding on service mix of Janata
Bank Ltd.
Specific Objective
• To know the elements of the
service mix of Janata Bank
Limited.
• To identify the customer
satisfaction level regarding the
product, price, place,
promotion, people, process and
physical evidence of the Janata
Bank Ltd.
• To make some
recommendations regarding
service mix Aspects.

5. Methodology
 In my report I used basically two sources for collecting data & necessary information. Those are:
I. Primary source
II. Secondary source
 Description of Data
In this report only secondary data have been used. The source that have been used to gather and collect data is given below
I. Secondary data
 Population
 Sample
 Analysis Tools Used

6. Data Analysis
Gender of the respondents
Described gender of the respondents here male clients 74%
and female are 26%. Here showed that male customer
higher then female customers of this bank.
Age of the respondents
Described Age of the respondents here 18-30 clients 20%, 31-40clients 38%,
41-60 clients 30% and Above 60 years clients 12% . Here showed that most
client’s age is 31-40 in this bank

7. Described Occupation of the clients of the respondents here Business clients 30%,
Service clients 46%, Student clients 12%, Housewife clients 10% and Others 2% .
Here showed that most clients’ age is 31-40 in this bank.
Described Income of the respondents here 10000-20000
salary clients 8%, 21000-30000 salary clients 70%, 31000-
400000 salary clients 22%.

8. Product
• In this survey, we can see that account opening very easy in JBL 4.68%
and Easy procedure of getting loan 4.27 %
4.68
4.27
4
4.1
4.2
4.3
4.4
4.5
4.6
4.7
4.8
Account opening is very easy in JBL Easy procedure of getting Loan
Product

9. Place
In this survey we can see that 4.88% wide parking facilities,
4.22% office space is available and 3.94% number of brunch.
4.88
4.22
3.94
0
1
2
3
4
5
6
It was Wide parking facilities Office Space is available Number of brunch is available
Place

10. Price
In this survey, we can see that 4.38% high interest rate offers in
DPS and 4.22% reasonable service charge.
4.38
4.22
4.1
4.15
4.2
4.25
4.3
4.35
4.4
High interest rate offers in DPS Reasonable Service Charge
Price

11. Promotion
In this survey, we can see that 4% information are available and
3.38%, Con. Methods of ads and promotion will gives significant
results.
4
3.38
3
3.2
3.4
3.6
3.8
4
4.2
Information are available Contemporary methods of advertisement and promotion will give
significant results
Promotion

12. People
In this survey we can see that employees are trained out 4.6% ,
behavior with customer 4.1% , problem skills of the employee 4.1%
and all customers get same service 3.94%
4.6
4.1 4.1
3.94
3.6
3.8
4
4.2
4.4
4.6
4.8
Employees are well trained out Employee behavior with customer is
good
Problem Solving Skills of the Employee All customers get same service
People

13. Process
In this survey, we can see that customer feels safe by making
tarns. 4.12%, satisfied regarding on service 4% and using modern
and updated tec. 3.32%
4.12 4
3.32
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
Customer feels safe by making transaction Customer are satisfied regarding on service Using modern and updated technology
Process

14. Physical Evidence
In this survey, we can see that well org office environment 4.44%,
sufficient number of CC camera to ensure safety 3.68% and Provide
quality network for ATM service 3.3%
4.44
3.68
3.3
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
Well organized office environment Sufficient number of CC camera to ensure safety Provide quality network for ATM service
Physical Evidence

15. Findings
Product:
• Account is very easy in JBL, so people can easy open their account.
• People can easily get the loan.
Price:
• Reasonable service charge
• High interest rate offers in DPS so people wants to get this service
Place:
• Office space is available so customer feel good
• Number of brunch is available so People can transaction near in branch easily.
• Parking facility is good.
Promotion:
• Information is available so people knows about the service.
• JBL advertisement and promotion very few.

16. • People:
• The employee is friendly, so people more interested about JBL.
• The employee of JBL is well trained out.
• The employees are very much expert in solving problems.
• Customers don’t get equal facilities from Janata Bank Ltd.
• Process:
• JBL Using modern and updated technology few of brunch
• Customer are satisfied so more interested about JBL
• Transaction system is also easier for the customers.
• Physical Evidence:
• To ensure customer safety JBL provides sufficient number of CC
cameras.
• JBL has few number of ATM Booth in various places.
• Internal environment of JBL is good. its important factor of the
bank.

17. Recommendation
• All banking activities should be performed Using modern technology in
banking sector is must for facing global challenge and fulfilling
customers demand
• All brunch should be well decorated to attract customers and satisfying
existing customers brunches. It is noted that modern private
commercial banks are more furnished than owned banks.
• ATM booth try to increase. So, people will more interest about Janata
bank Ltd.
• Bank should be introduced new product as whole bank management
should think to introduce new product that will attract more customers

18. Conclusion
JBL always try to increase their profitability through different service reaching to the
customer hand. To be more near to the customer they are increasing their branches as
well as services. And that’s why their no. of branches is more than 908. Though their
debt is higher than asset but they try to decrease this problem. And Janata Bank Ltd
improves day by day.