Professional Documents
Culture Documents
Submitted by:
MD.AL-AMIN
ID: M140203509
An Internship Report Presented in Partial Fulfillment of the Requirement for the Degree Masters
of Business Administration
Submitted by:
Md. Al-amin
ID: M140203509
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LETTER OF TRANSMITTAL
I, therefore, hope that you will be kind enough to accept this report as fulfillment of the
requirement of the course MBA.
Thanking you,
Sincerely yours ,
Md. Al-amin
ID: M140203509
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ACKNOWLEDGEMENT
At the very beginning, I would like to express my deep gratitude to almighty Allah for giving me
the strength to finish the project within the schedule time. Preparing an internship report is
copious task. I required enormous time and attention in every step of it. However, it gives me a
true feeling of creation and helps me to understand my ability of work. For fear of sounding like
a vote of thanks speech, I would like to take the opportunity, to thank all of those marvelous
people who have contributed to this report. Of course, some very special people cannot go
without mentioning. At first, I express thank my heartiest gratitude to my Supervisor Md. Sogir
Hossain Khandoker, Associate professor, Jagannath university, for his kind cooperation in
preparing this report. I would like to thank Md. Aman Ullah, General Manager of Pubali Bank
Limited, for giving me opportunity to work as an intern. I am grateful to Principal office Mr.
ASM shoyab for his supervision and continuous support to do my internship. It would be
injustice if I do not express my gratitude to Md. Huzzatul Islam and Mr Mozzaffor Ali without
their support it was impossible for me make such report. I am also indebted to all of officers and
staffs of PBL and for giving time and advice to know and learn all activities of the bank and
prepare this report. During the preparation of the report I have came to the very supportive touch
of different individuals (respondents & seniors from PBL) and friends, who lend their ideas, time
and caring guidance to amplify the reports contents. To be honest to myself I must say that
without their help it would be very hard for me to prepare such report. I am thankful to them with
all of my feelings.
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EXECUTIVE SUMMARY
PBL survive and thrive in such a competitive banking world, one important requirements to
develop loyal employee who are able to satisfy the customer need by providing the quality
service. Professionalism in the sense of developing an appropriate manpower structure and its
expertise and experience.PBL has contributed in the economy of the country through their
dedicated services, business partnership and customer care over the last fifty years. They have
seen enormous changes over the period and have continued to keep on adopting to changes their
journey ahead. They has been widely acclaimed by the business communicate from small
entrepreneurs to large traders and industrial conglomerates. PBL conducts all types of
commercial banking activities. The bank involve in most of the areas of commercial banking
operation. They also providing personal credit, service related to local and foreign remittances
and several other products.PBL entered the market at a time when economic policy environment
of the country is poised for higher levels of business activities and growth. But since 2008 to
2015 Pubali Bank found that there are several problem which may responsible for employee
turnover which mostly happen in general Banking and others department as well. Employee is
the heart for any organization and satisfied employee is the asset for the organization.
PBL is trying to reduce employee turnover and also try to satisfy the customer by providing the
better service quality. In which sector Pubali Bank need to give more attention to ensure
customer satisfaction is my research study.
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Contents
Part A:......................................................................................................................... 7
Organizational overview............................................................................................. 7
Introduction............................................................................................................. 7
Banks Mission :.................................................................................................... 9
Vision :................................................................................................................. 9
Principal Objectives:........................................................................................... 10
Origin of the Report............................................................................................... 10
Objective of the Study........................................................................................... 10
Pubali bank performance appraisal:......................................................................11
Promotion policy of Pubali Bank:...........................................................................12
Factor affecting performance of a bank:................................................................14
Work experience:.................................................................................................. 15
Part: B....................................................................................................................... 16
Research................................................................................................................... 16
Abstract................................................................................................................. 16
Objective of the Study........................................................................................... 16
Limitations of the study......................................................................................... 17
Statement of the problem:.................................................................................... 17
Scope of the research:........................................................................................... 17
Literature review:.................................................................................................. 18
Employee Satisfaction........................................................................................ 18
Customer satisfaction........................................................................................ 19
Service quality................................................................................................... 20
Relationship between employee satisfaction, service quality and customer
satisfaction:........................................................................................................... 21
Conceptual framework:......................................................................................... 22
Research hypothesis:............................................................................................ 23
For analysis of employee satisfaction:...............................................................23
For analysis of customer satisfaction:................................................................23
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RESEARCH METHODOLOGY................................................................................... 23
Methods of Research.......................................................................................... 23
Respondents and Sampling Procedure...............................................................24
Population:......................................................................................................... 24
Collection of data:.............................................................................................. 24
Statistical Tools Used.......................................................................................... 24
Method of Data processing and analysis............................................................24
Data analysis procedure:....................................................................................... 24
Findings:................................................................................................................ 25
Assessment of the Research Hypotheses from employee satisfaction:..............26
Findings on the Hypotheses Analysis from employee perspective:....................33
assesment of research hypothesis from customer satisfaction:.........................34
Findings on the Hypotheses Analysis:................................................................39
Recommendation:................................................................................................. 40
Conclusion:............................................................................................................ 41
Reference.............................................................................................................. 42
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Part A:
Organizational overview
Introduction
Pubali Bank Limited is a reputed private commercial bank established on May 20.1984.
Licensing no Bl/DA/1/84. In exercise of the powers conferred on the Bangladesh Bank under
section 28(1) of the banking companies ordinance 1962 as adopted in Bangladesh Pubali Bank
Limited; Bank authorized to open the branch at 26 Dilkusha commercial area (Local Office) P.S
Motijheel district Dhaka. Condition mention in this office letter no. BCD (D) 200/42(a)/145. The
bank has been widely acclaimed by the business community from small entrepreneurs to large
traders and industrial conglomerates. Within very short period of time it has been able to create
an image for itself and has earned significant reputation in the countrys Banking sector as a bank
of vision. Presently it has 406 branches, in terms of operations the Principal branch is one of the
big and important branches of PBL. This intended to ensure the trust and confidence of the
customers through trying to focus on customer orientation qualities of services and state of art
technology. The company philosophy-A Bank for the 21st century has been precisely the essence
of the legend of the Bank success.
Banks Mission :
To stand out as a pioneer banking institution in Bangladesh and contribute significantly to the
national economy. By assuring customer satisfaction for its customers and through proper
training of its most selected group of employees its mission. Also through constant innovation of
its product line and establishing constant networking with prospective corporate clients it plans
to accomplish its mission.
Principal Objectives:
Pubali Bank Ltd. main objective is to maximize profit through customer satisfaction. Pubali
Bank Limited has been ensuring maximum profit by providing best and improved customer
service along with other corporate objectives mentioned below.
o Profit maximization
o To provide standard financial services.
o To provide excellent customer services to its clients.
o Ensuring high return on investment and services with different service product.
Khandoker suggested me the topic of my report. This report examines the relationship between
employee satisfaction and customer satisfaction on service quality in the context of Pubali Bank
LTD. It also covers overview of the performance appraisal and promotion policy of The Pubali
Bank Ltd.
Promotional decision usually a time and money consuming matter. Each and every year on
December the ACR reports are collected and sent to the top management. Management and other
experts verify the report and call for interview of the prospected candidates. Pubali bank
develops a panel of candidates who are the most suitable for promotion. Number of candidates
are determined by the past retirement rate, or exit rate or a sudden expire. Generally the panel
identifies more than half candidates in case of 20% vacancy rate. Duration of each panel is six
month to one year based on company policy. After that period the previous panel as well as the
candidates of that panel (who are not served promotion) loss their validity and for the new year
new panel is developed. Fig. 1. Shows six steps of promotion starting from ACR (annual
confidential report) submission to selecting best candidates for promotion. The time period of the
whole process is maximum one year.
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Fig. six steps of promotion
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Promotion may prove to be source of satisfaction it should be handled very carefully if, handled
well or it may attract lot of criticism from employees in case of mishandling. It is a duty of HR
manager to design a sound promotion policy and also ensure its full implementation to improve
service quality and customer satisfaction. A sound promotion policy means a policy which is fair,
impartial and enjoys consistency .Pubali Bank also follows a guideline for their promotion policy
which is already considered as a sound policy of promotion by the employees. No employee can
claim for promotion only the basis of seniority and until their performance is not satisfactory.
Pubali bank considers promotion based on some factors like, educational qualification, merits,
seniority and availability of vacant positions. In case of extra-ordinary performance of an
employee the criteria of promotion will be relaxed and considered for accelerated promotion.
Promotion must be merit based and different exams, like, Annual Confidential Report (ACR),
length of service, educational qualification and interview determine ones merit. The total mark of
the exam is 100. The marks distribution of ACR and other subject for promotion grade of
AGM( assistant general manager) to DGM (deputy general manager) and SPO(senior principal
officer) to AGM(assistant general manager)are given below:
No.
Grade
AGM- DGM
And
SPO-AGM
Marks distribution
Marks
ACR (5 years)
Length of job
Educational qualification
Banking diploma Part-1 & Part-2
45
15
15
5
part-2=3)
20
100
(part-1=2 &
2.
3.
4.
5.
6.
Working environment
Job responsibility
Recognition
Advancement
Salary and others.
Variables
Measurement
Internal variables
Bank liquidity
Capital adequacy
Cost efficiency
Interest income
Cost inefficiency
Bank Diversification
Financial leverage
Management inefficiency
Management inefficiency
External variables
Annual Inflation rate
Financial development
Work experience:
1. Account opening.
2. Taking Chequebook Requisition.
3. Receiving Cheque.
4. Inward outward Clearing registers writing.
5. Maintain chequebook Register
6. Update Account opening Form
7. Check the client loan account.
8. I saw there is an advocate which hired by bank to maintain govt. regulation.
9. I saw bank officer how to maintain promissory note.
Part: B
Research
Abstract
While customer satisfaction is vital for services organization so the role of employee is a driver
of customer satisfaction. Drawing on an experimental study and a field study, this research shows
that employee satisfaction is an important determinant of customer satisfaction, which in turn
increases customer loyalty to the service organization. Thus, for services firms like bank, the
logic in relationship marketing that employee satisfaction affects customer satisfaction can
observed by this research. These findings have two major managerial implications: First,
investments into employee satisfaction might pay off double by enhancing revenues and profit on
one hand, and enhancing customer satisfaction, on the other hand. Second, positive employee
feedback has positive effects on customer satisfaction. Thus, service firms should encourage
ample communication and collaboration between these functions to ensure better service quality.
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factors, that the Pubali bank would to look at or do further research on related to customer
satisfaction on service quality.
Literature review:
Employee Satisfaction
addition, weeding out the employees who are fake gems is necessary to
maintain morale of the good performers (Landy, 1989).
The costs associated with low employee morale are expenses associated with decreased
productivity, unresolved conflict, and unproductive time spent gossiping and complaining to coworkers or employee turnovers. Employee retention and turnover are the most objective
measures of employee satisfaction/dissatisfaction in organizations. The Harvard Business
Review reports that a 5% increase in retention results in a 10% decrease in cost and productivity
increases ranging from 25% to 65% (Robbins, 2003).
Many organizations feel that employee compensation is the dominant factor in employee
satisfaction. Consequently, employers attempt to buy employee satisfaction with increased pay
and benefits. In todays competitive business environment, this approach can only be taken so
far (Appelbaum, 2005). Fortunately, there is a much less expensive way to create greater
employee satisfaction. It is virtually cost free and it increases productivity that significantly
improves the bottom line.
Customer satisfaction
Customer satisfaction refers to an affective state that is the emotional reaction to an experience or
a sequence of experiences with a seller. It is produced by the customer's assessment of the degree
to which a sellers performance is perceived to have met or exceeded some comparison standard.
This conceptualization of customer satisfaction is consistent with previous research (e.g.,
Cadotte, Woodruff, and Jenkins 1987; Spreng, MacKenzie, and Olshavsky 1996). Although it has
frequently been argued that the job satisfaction of a company's employees is an important driver
of customer satisfaction, systematic research exploring this link is scarce. Results indicate the
presence of a positive relationship between salespeople's job satisfaction and customer
satisfaction, and this relationship is found to be particularly strong in the case of high frequency
of customer interaction, high intensity of customer integration into the value-creating process,
and high product/service innovativeness (Brown & Peterson 1993, 1994). In recent years, many
companies have invested considerable resources into programs for measuring and increasing
employees' job satisfaction (e.g., Heskett, Sasser, and Schlesinger 1997). Numerous empirical
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studies show a strong positive relationship between employee satisfaction and customer
satisfaction (e.g., Band, 1988; George, 1990; Reynierse & Harker, 1992; Schmitt & Allscheid,
1995; Schneider & Bowen, 1985; Schneider, White, & Paul, 1998; Schneider, Ashworth, Higgs,
& Carr, 1996 Johnson, 1996; Ulrich, Halbrook, Meder, Stuchlik, & Thorpe, 1991; Wiley, 1991).
As suggested by this wealth of findings, positive changes in employee attitudes lead to positive
changes in customer satisfaction. The main assumption underlying these activities is that
increased employee satisfaction ultimately leads to increased customer satisfaction, and this
central element of conceptual framework is referred to as the service-profit chain (Heskett et al,
1997). This mode suggests a causal chain linking employee satisfaction to financial performance
through the mediating constructs of employee loyalty, customer satisfaction, and customer
loyalty. However, the suggested link between employee satisfaction and customer satisfaction is
based on limited and anecdotal evidence. Academically speaking, customer satisfaction (e.g.,
Fomell, Johnson, Anderson, Cha, and Bryant 1996; Oliver 1997) and employees' job satisfaction
(e.g.. Brown and Peterson 1993; Churchill, Ford, Hartley, and Walker 1985) are two of the most
widely studied constructs in marketing research. However, there is little systematic research
relating the two constructs to each other. The existing studies mostly provide support for a
positive link between employee and customer satisfaction in several industries such as fast-food
restaurants (Bernhardt, Donthu, and Kennett2000), software industries (Tornow and Wiley 1991)
and retailing {Wiley 1991), Lovemans (1998) study within the banking sector, does not provide
empirical support for the suggested positive impact of employee satisfaction on customer
satisfaction. The authors explore the direct relationship between job satisfaction and customer
satisfaction. The link between job satisfaction and customer satisfaction is perhaps stronger when
innovative products are involved due to the need to track and understand product changes. All
employees are seen as ambassadors of their company by any average customer .So if a customer
sees that an employee does not have a positive attitude, a customer may make the wrong
assumptions leading the customer to question the trustworthiness of the company and resulting in
decreased sales for the company. It is necessary for an organizational manager to focus on
increasing employee job satisfaction as an integral part of creating a positive work environment.
Employees with positive attitudes should be encouraged to make contact with customers at every
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opportunity to create the best customer relations to generate the best experience a customer can
attain. They should also be encouraged to take responsibility for customer satisfaction that pays
off in increased customer retention and higher profits for the company.
Service quality
Jarmo Lehtinen views service quality in terms of process quality and output quality
(Ramaswamy, 1996). The customer judges process quality during the service. Output quality is
judged by the customer after the service is performed. The definition of quality as adopted by the
American Society is The totality of features and characteristics of a product or service that bears
on its ability to satisfy stated or implied needs. (Ramaswamy, 1996).
If the experienced service equals the expected service, service quality will be good. On the other
hand if the experiences are below the expectations, the customer will probably be unsatisfied and
service quality will be lower. Customer perceptions of service quality result from comparing
expectations prior to receiving the service and actual experiences with the service. If
expectations are met, service quality is perceived to be satisfactory; if unmet, less than
satisfactory; if exceeded, more than satisfactory (Chowdhary and Prakash, 2007).
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Service quality assessment is made during the service delivery process, which usually takes place
with an encounter between a customer and a service contact person. Customers will compare
their perceptions of service received with expectations of service desired. When expectations are
exceeded, service is perceived to be of exceptional quality and also to be a pleasant surprise
(Edvardsson, 1998).
Conceptual framework:
In this framework, firstly, I want to say that satisfied employee can ensure the better service
quality. If the service quality improved ultimately customer will be satisfied. Secondly, employee
satisfaction depends on salary, Promotion, job responsibility, supervision style, working
environment and work pressure. On the other hand customer satisfaction also depends on deposit
rate, loan rate, service knowledge of employee, service quality and personal relationship with
employee.
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Research hypothesis:
For analysis of employee satisfaction:
Hyp 1: Employee job responsibility of PBL has positive influence on employee satisfaction.
Hyp 2: working environment of PBL has positive influence on employee satisfaction.
Hyp 3: supervision style of PBL has positive influence on employee satisfaction.
Hyp 4: Promotion system of PBLhave positive impact on employee satisfaction.
Hyp 5: Salary and other benefit has positive influence on employee satisfaction.
Hyp 6: ability to meet customer needs has positive impact on employee satisfaction.
Hyp 7: overall job satisfaction has positive influence on employee satisfaction
For analysis of customer satisfaction:
RESEARCH METHODOLOGY
Methods of Research
This study will follow Surveys method through questionnaire. In this study I have used Secondary data.
We used the quantitative research method, which fall under the category of exploratory research.
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The sample is selected on the basis of personal judgment, employee of PBL and unknown
population, so it is non probability sample.
Population: Employee & costumers is the population in this research
Collection of data:
Data has been collected through close ended questionnaire and from sample focus group.
Statistical Tools Used
This study has followed Simple Five point Likert scale with mean average and standard
deviation. A Likert Scale has been used for the measurement and scaling. A Likert scale is a
psychometric scale commonly used in questionnaires, and is the most widely used scale in
survey research. To conduct the analysis, each statement is assigned a numerical score ranging
from 1 to 5. Here, the point of strongly agree is 5, and strongly disagree is 1.
Method of Data processing and analysis
Collected information was processed with the aid of MS Excel computer Software through mean,
standard deviation and mode. Detailed analysis, working variables, variables and working
definitions are incorporated in the report
factors. To measure the degree of agreement, each statement is assigned a numerical score
ranging from 1 to 5. So the point of strongly agree is 5, and strongly disagree is 1.
Firstly, we have analyzed the total scores that stand for of the each statement. By analyzing each
statement this way, the specific areas of satisfaction and specific areas of dissatisfaction could be
identified. As a result, it was feasible for us to figure out the factors that make the employees feel
satisfied and the factors responsible for dissatisfaction. However, the highest point for each
question is 100 (20 respondents * 5) and the lowest point is 20 (20 respondents * 1). Here, we
calculated total point of each question and also calculated the mean average of the each
statement to figure out the central limit tendency and standard deviation of the mean to measure
the dispersion of values. A low standard deviation means the data points tend to be very close to
the mean, and high standard deviation indicates the data are spread out over a large range of
values. If all the standard deviations of the 08 questions are less than 1, which means the data in
every series are very close to their means. If all the standard deviations of the 08 questions are
more than 1, which means the data in every series are dispersed to their means. Secondly, we
analyzed the total scores of each respondent to get the general overview about the employee
satisfaction distinctively. So the highest point for each respondent is 40 (08 statements * 5) and
the lowest point is 08 (8 *1). Here, the same statistical tools have been followed that were used
in analyzing the each statement. From average point we divided into three categories of
employees; satisfied employees and moderate employees and dissatisfied employees. If the
average point is more than 4, then it is highly satisfied employees. If the average point is more
than 3, then it is moderate satisfied employees and finally, if the average point is less than 3,
then it is dissatisfied employees.
Same procedure is followed to analyze the customer satisfaction of pubali bank ltd.
Findings:
The main objective is to determine the service quality based on the employee satisfaction and
customer satisfaction. The general analysis of the 20 samples is presented in this section. There is
no statistical tool used to analysis the respondents overview because this information will not
affect directly to the employee satisfaction factors.
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Findings of the statements are analyzed by summing up total scores of each statement of 20
respondents. Then we calculate the arithmetic mean of the each statement to figure out the
central limit tendency and also compute the standard deviation to get the dispersion of the values.
Hypotheses 1: job responsibility of PBL has positive influence on employee satisfaction.
The mean average of this statement is 3.75. The job responsibility of Pubali bank has been rated
strongly by the employee the standard deviation of this statement is 1.164. That means data are
dispersed to their means. Since, most of the employee are experiencing satisfied in their
respective areas, some of the respondents are not satisfied about their job responsibility.
Percentage and graphical presentation of respondent are given below:
Valid percentage table
Strongly satisfied
Satisfied
Neutral
Dissatisfied
strongly dissatisfied
Total
30%
40%
5%
25%
0%
100%
35
30
25
20
15
10
5
0
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10%
20%
10%
45%
15%
100%
30
25
20
15
10
5
0
Supervision style, some of the respondents are also satisfied about their job responsibility.
Percentage and graphical presentation of respondent are given below:
Valid percentage table
Strongly satisfied
Satisfied
Neutral
Dissatisfied
strongly dissatisfied
Total
10%
30%
10%
45%
05%
100%
35
30
25
20
15
10
5
0
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Strongly satisfied
Satisfied
Neutral
Dissatisfied
strongly dissatisfied
Total
25%
40%
15%
20%
0%
100%
35
30
25
20
15
10
5
0
Hypotheses 5: Salary and other benefit has positive influence on employee satisfaction.
The mean average of this statement is 3.5. The Salary and other benefit of Pubali bank has been
rated strong by the respondents. The standard deviation of this statement is 1.192. That means
data are dispersed to their means. Since, most of the respondents are experiencing satisfied in
their Salary and other benefit, some of the respondents are dissatisfied about Salary and other
benefit. Percentage and graphical presentation of respondent are given below:
Value percentage table
Strongly satisfied
Satisfied
Neutral
Dissatisfied
strongly dissatisfied
Total
20%
40%
15%
20%
05%
100%
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35
30
25
20
15
10
5
0
Hypotheses 6: ability to meet customer needs has positive impact on employee satisfaction.
The mean average of this statement is 4.2. The ability to meet customer need of Pubali bank has
been rated strong by the respondents. The standard deviation of this statement is 0.89. That
means data are close to their means. Since, most of the respondents are experiencing satisfied in
ability to meet customer needs, some of the respondents are dissatisfied about ability to meet
customer needs. Percentage and graphical presentation of respondent are given below:
Value percentage table
Strongly satisfied
Satisfied
Neutral
Dissatisfied
strongly dissatisfied
Total
45%
35%
15%
05%
0%
100%
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35
30
25
20
15
10
5
0
25%
30%
10%
25%
10%
100%
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35
30
25
20
15
10
5
0
7%
27%
20%
33.33%
13.33%
100%
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20
18
16
14
12
10
8
6
4
2
0
7%
20%
27%
40%
6.67%
100%
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8
7
6
5
4
3
2
1
0
Strongly disagree
Disagree
Neutral
Agree
Strongly agree
Total
Hyp 3: Service knowledge of the employee has positive influence on customer satisfaction.
The mean average of this statement is 3.06.The standard deviation of this statement is 1.09 which
is more than one that means data are dispersed to their means. Since, most of the respondents are
experiencing agree in their respective areas. Percentage and graphical presentation of respondent
are given below:
Valid percentage table
Strongly agree
agree
Neutral
Disagree
strongly disagree
Total
7%
33%
27%
26.67%
6.67%
100%
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8
7
6
5
4
3
2
1
0
7%
47%
7%
33.33%
6.67%
100%
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8
6
4
2
0
Strongly disagree
Disagree
Neutral
Agree
Strongly agree
Total
Hyp 5: personal relationship with the employee has positive influence on customer
satisfaction.
The mean average of this statement is 3.6.The standard deviation of this statement is 1.18 which
is more than one that means data are dispersed to their means. Since, most of the respondents are
experiencing neutral in their respective areas. Percentage and graphical presentation of
respondent are given below
Valid percentage table
Strongly agree
agree
Neutral
Disagree
strongly disagree
Total
27%
27%
33%
6.67%
6.67%
100%
8
6
4
2
0
Strongly disagree Disagree
Neutral
Agree
Strongly agree
Total
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Here, from the average point we divided into two categories of employees; satisfied employees
and dissatisfied employees. If the average point is more than 3, then it is satisfied employees
and we then accept the hypothesis. Finally, if the average point is less than 3, then it is
dissatisfied employees and we rejected the hypothesis.
Hypotheses
Hyp 1: Employee job responsibility of
mean
3.75
Decision
Hypothesis accepted
(satisfied)
2.65
Valid (%)
40% employee
45% employee
Hypothesis rejected
(dissatisfied)
2.95
45% employee
Hypothesis rejected
(dissatisfied)
satisfaction.
Hyp 4: Promotion system of PBL have
3.7
40% employee
Hypothesis accepted
3.5
(satisfied)
40% employee
Hypothesis accepted
(satisfied)
4.2
45% employee
Hypothesis accepted
(satisfied)
30% employee
Hypothesis accepted
(satisfied)
Page | 37
Here, from the average point we divided into two categories of customer; satisfied and
dissatisfied customer. If the average point is more than 3, then it is satisfied customer and we
then accept the hypothesis. Finally, if the average point is less than 3, then it is dissatisfied
customer and we rejected the hypothesis.
Hypotheses
mean
Hyp 1: Deposit rate of PBL has positive 2.8
Valid (%)
33.33%
customer
Decision
Hypothesis rejected
(disagree)
40% customer
Hypothesis rejected
the 3.06
(disagree)
33% customer
Hypothesis accepted
employee
on
has
positive
influence
(agree)
customer satisfaction.
Hyp 4: Service quality of PBL have 3.13
47% customer
Hypothesis accepted
(agree)
33% customer
Hypothesis accepted
employee
has
positive
influence
on
(agree)
customer satisfaction.
Page | 38
Recommendation:
Pubali bank Ltd seems to have received good level of satisfaction from its employee. Employee
job responsibility is satisfactory, promotional system, salary and other benefits, employee ability
to meet the customer need and overall satisfaction are good at Pubali Bank ltd. Although in
working environment and supervision style area employee have some dissatisfaction, by taking
necessary steps it can be reduce to some extent.
Pubali Bank Ltd also achieves good level of satisfaction from its customer, from their points of
view service knowledge of employee and service quality of pubali bank is satisfactory. It can be
assumed that the deposit rate and interest rate of PBL is higher than another bank so that
customer has some dissatisfaction in this following section. Bank should give proper attention on
this issue but, a very good sigh is the interpersonal relationship with employee and customer are
seen which is very vital on every sector in the PBL
In order to get competitive advantage & to deliver quality service, top management of PBL
should try to modify some of their services. For the improvement of the services, the following
measures should be taken:
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Conclusion:
This report is conducted through Personal observation and talking responsive with the Bank's
Personnel and customers. As it is not a professional hand, there may be some lacking in every
stage of the report. The findings of the report may not be reliable because it has not been tested.
Pubali bank Ltd,seems to have acceptable level of satisfaction with its customers. But Pubali
bank should do something more for customer because competitive market. They can improve
internet banking, so they could make all work much faster, easier, and hassle free. I hope in
future Pubali bank ltd will enhance more in all departments.
Reference
Appendix:
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Questionnaire:
Survey to Determine the Satisfaction Level of the Employee on the basis of service quality:
A case study of Pubali Bank Ltd.
Dear Respondent I am the student of Jagannath University (JnU). I am conducting a survey to
measure the employee satisfaction level on the Basis of service quality of Pubali Bank Limited.
This is the partial fulfillment of my MBA degree. This note is to inform you that your
information will be kept confidential and will be used for academic purpose only and no
individuals information will be given out to any 3rd party. I heartily thank you for your
cooperation.
Screening questions:
Statements
1.
2.
3.
4.
5.
6.
7.
8.
Strongly
dissatisfi
ed
Dissatisf
ied
Neutra Satisfi
l
ed
Strongl
y
satisfie
d
5
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Questionnaire:
Survey on Determine The Satisfaction Level of the Customer on the Basis of service
quality: A case Study of Pubali Bank Ltd.
Dear Respondent I am the student of Jagannath University (JnU). I am conducting a survey to
measure the customer satisfaction level on the Basis of service quality of Pubali Bank Limited.
This is the partial fulfillment of my MBA degree. This note is to inform you that your
information will be kept confidential and will be used for academic purpose only and no
individuals information will be given out to any 3rd party. I heartily thank you for your
cooperation.
Part one: Demographic data of respondents
1. Age
:
20-25
26-30
30-35
2. Sex
:
Male
Female
3. Profession :
Student
Service Holder
35-40
Business
Other
1.
2.
3.
4.
5.
Strongly
Disagree
Disagree
Neutral
Agre
e
Strongl
y Agree
Page | 43