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! "ere selected "ithout considering their demographic variables and both parametric and non#parametric statistical analysis has been conducted to dra" its conclusion. This paper reveals that the job satisfaction of the bankers mainly depends on some aspects like$ salary% promotion% supervision% benefits% re"ards% operating procedure% co#"orker% nature of "ork% communication etc. It is e&hibited 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 result of the study sho"s 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 "here the bankers are at satisfactory level and improve those areas "here they are dissatisfied. 'reating a "in#"in 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% "orking environment% "orking condition% "orkforce% turnover% co#"orker% (ervice )uality% *etail banking etc.

An Overview Of Janata Ban !imited +mong the nationali,ed bank in our country Janata Bank Limited is the second largest state o"ned commercial bank. Janata Bank Limited JB! is the second largest commercial bank in terms of net "orth "ith -50 branches and fully o"ned by .overnment 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 organi,ation. Immediately after the independence of Bangladesh in /01/% the erst"hile 2nited Bank Limited and 2nion Bank Limited "ere nationali,ed and renamed as Janata Bank. Janata Bank is a state o"ned commercial bank "hich "as incorporated as a 3ublic Limited 'ompany on 4/ 5ay 4001 as per 'ompanies +ct /006 and took over the business of the then Janata Bank "ith all of its assets%

Job Satisfaction of employees and its Impact in providing services & customer expectations liabilities% right% po"er% privilege and obligation on a going concern basis through a vendor agreement signed bet"een the 3eople7s *epublic of Bangladesh and Janata Bank Limited on /5 8ovember 4001 "ith a retrospective effect from / July 4001. +ll of its operational activities are governed by the Bank 'ompanies +ct /00/. The Bank provides all kinds of commercial banking services to its customers including accepting deposits% e&tending loan 9 advances% discounting 9 purchasing bills% remittance% money transfer% foreign e&change transaction% guarantee% commitments etc.

"oncepts Of Janata Ban !imited #xisting Service $acilities Janata Bank local branch! provides all commercial banking services to its clients focusing on the national interest and sustainable gro"th. The major fields of its activities may be represented as belo"$ : : : : : : *etail;3ersonal Banking 'redit programs 5icro <nterprises 9 (pecial 'redit *ural Banking ; 'redit 3rogram International Banking =oreign *emittance and 8*B Banking

!iterature %eview

Ob&ectives Of '(e Study The objectives of the study are as follo"s$ /. To measure the level of job satisfaction of the grade#I bankers> 4. To identify the key factors or determinants of job satisfaction of the bankers> and ?. =inally% to make recommendations policy for the improvement of job satisfaction level of individual and organi,ational perspective of the bankers

Job Satisfaction of employees and its Impact in providing services & customer expectations )et(odology Of '(e Study (amples @ariables (tudied 5easurement Instrument Likert (cale!

"ollection of data + "ell#structured )uestionnaire "as prepared for the purpose of collection of data. This study follo"ed both personal survey and mailed )uestionnaire. Aue to the recent change of bank from Janata Bank to Janata Bank Limited% sample respondents did not feel free in ans"ering. It "as possible to get ans"er after assuring them about confidentiality. (ome information from secondary sources like B books% articles% and different published materials has been collected to interpret the study

Statistical tools used Aescriptive (tatistics T# Test

"onceptual Strategic interconnection Sc(eme The conceptual model is basically any legend; re"ound "riter7s frame"ork;model.

*roposed Strategic Interconnection Sc(eme Basically this model is originally come from our o"n brainstorming. I "ill design a model according to develop right service design and to reduce gaps "ithin this banks customers and employees.

%ecommendations to Improve t(e !evel of Job Satisfaction

"onclusion

Job Satisfaction of employees and its Impact in providing services & customer expectations Bibliograp(y

%#*O%' *%#*A%A'IO+ + "ritten report "ill be prepared% and an oral representation of the findings "ill be made by me at the convenience of my supervisor teacher and department.

'I)# A+, "OS' #S'I)A'#S The item "ise breakdo"n of the tentative time needed to carry out the 'ase (tudy is given belo"$ 3re#testing and modification of )uestionnaire Aata collection Aata tabulation and analysis Aata interpretation and report "riting Total estimated time 4 days 4 days ? days ? days /0 days

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

"onclusion Throughout the proposal I "ill try to communicate e&actly "hat information "ill be obtained% "here it "ill be obtained% and ho" it "ill be obtained. I think this Araft "ill give you an idea about my 'ase (tudy "ork on Janata Bank Limited.