Job Satisfaction of employees and its Impact in providing services & customer

expectations
Abstract
This paper attempts to find out the level of job satisfaction of the bankers of Bangladesh. In
this study 50 bankers from different areas of Janata Bank Limited (JBL) were selected
without considering their demographic variables and both parametric and non-parametric
statistical analysis has been conducted to draw its conclusion. This paper reveals that the job
satisfaction of the bankers mainly depends on some aspects like: salary, promotion,
supervision, benefits, rewards, operating procedure, co-worker, nature of work,
communication etc. It is exhibited that the overall job satisfaction of the bankers is prevailing
in JBL although in some of the aspects or areas they are not satisfied such as salary,
promotion and benefits. The overall results of the study shows that services of the officers of
the JBL are significantly satisfactory. This study concluded that the authority of JBL should
be careful in maintaining the areas where the bankers are at satisfactory level and improve
those areas where they are dissatisfied. Creating a win-win solution to achieve more effective
performance by the employees in the banking sector is essential for development of the
economy of Bangladesh.
Keywords: job satisfaction, productivity, economic development, performance, talent,
working environment, working condition, workforce, turnover, co-worker, Service quality,
Retail banking etc.

An Overview Of Janata Bank Limited

Among the nationalized bank in our country Janata Bank Limited is the second largest
state owned commercial bank. Janata Bank Limited (JB) is the second largest
commercial bank in terms of net worth with 850 branches and fully owned by
Government of Bangladesh. The mission of the bank is to actively participate in the
socio-economic development of the nation by operating a commercially sound
banking organization. Immediately after the independence of Bangladesh in 1971, the
erstwhile United Bank Limited and Union Bank Limited were nationalized and
renamed as Janata Bank. Janata Bank is a state owned commercial bank which was
incorporated as a Public Limited Company on 21 May 2007 as per Companies Act
1994 and took over the business of the then Janata Bank with all of its assets,

Job Satisfaction of employees and its Impact in providing services & customer
expectations
liabilities, right, power, privilege and obligation on a going concern basis through a
vendor agreement signed between the Peoples Republic of Bangladesh and Janata
Bank Limited on 15 November 2007 with a retrospective effect from 1 July 2007. All
of its operational activities are governed by the Bank Companies Act 1991. The Bank
provides all kinds of commercial banking services to its customers including
accepting deposits, extending loan & advances, discounting & purchasing bills,
remittance, money transfer, foreign exchange transaction, guarantee, commitments
etc.

Concepts Of Janata Bank Limited Existing Service Facilities

Janata Bank (local branch) provides all commercial banking services to its clients
focusing on the national interest and sustainable growth. The major fields of its
activities may be represented as below:

Retail/Personal Banking

Credit programs

Micro Enterprises & Special Credit

Rural Banking / Credit Program

International Banking

Foreign Remittance and NRB Banking

Literature Review

Objectives Of The Study

The objectives of the study are as follows:
1. To measure the level of job satisfaction of the grade-I bankers;
2. To identify the key factors or determinants of job satisfaction of the bankers; and
3. Finally, to make recommendations policy for the improvement of job satisfaction
level of individual and organizational perspective of the bankers

Job Satisfaction of employees and its Impact in providing services & customer
expectations
Methodology Of The Study
Samples

Variables Studied

Measurement Instrument ( Likert Scale)

Collection of data
A well-structured questionnaire was prepared for the purpose of collection of data.
This study followed both personal survey and mailed questionnaire. Due to the recent
change of bank from Janata Bank to Janata Bank Limited, sample respondents did not
feel free in answering. It was possible to get answer after assuring them about
confidentiality. Some information from secondary sources like books, articles, and
different published materials has been collected to interpret the study

Statistical tools used

Descriptive Statistics

T- Test

Conceptual Strategic interconnection Scheme

The conceptual model is basically any legend/ renound writers framework/model.

Proposed Strategic Interconnection Scheme

Basically this model is originally come from our own brainstorming. I will design a
model according to develop right service design and to reduce gaps within this banks
customers and employees.

Recommendations to Improve the Level of Job Satisfaction

Conclusion

Job Satisfaction of employees and its Impact in providing services & customer
expectations
Bibliography

REPORT PREPARATION
A written report will be prepared, and an oral representation of the findings will be
made by me at the convenience of my supervisor teacher and department.

TIME AND COST ESTIMATES

The item wise breakdown of the tentative time needed to carry out the Case Study is
given below:
Pre-testing and modification of questionnaire

3 days

Data collection

2 days

Data tabulation and analysis

4 days

Data interpretation and report writing

3 days

Total estimated time

12 days

In this case, I have tried to maintain good combination of time as best I could.

Conclusion
Throughout the proposal I will try to communicate exactly what information will be
obtained, where it will be obtained, and how it will be obtained. I think this Draft will
give you an idea about my Case Study work on Janata Bank Limited.