Abstract:
As a partial requirement for the completion of Bachelor of Business Administration (MBA)
degree, I took part in an internship program at Janata Bank Limited to have a practical exposure on
real estate activities under the topic “An Evaluation of Human Resources Management
Practices of Janata Bank Limited” in Ashrafabad Branch, Dhaka. Janata Bank Limited is a leading
Bank, which starts its operation in 1972. It is providing a comprehensive and competitive Banking
Sector to its clients. The objective of the report is to “An Evaluation of Human Resources
Management Practices of Janata Bank Limited”, Ashrafabad Branch is satisfied or not by using
SERVQAL model. The whole service process of Ashrafabad Branch, Dhaka Data were collected
from several sources. Some of them are already client of Janata Bank Limited, some are not. And
also I gather information from those who are working in this organization for a long time. Direct
working with officials of Janata Bank Limited. Face to face conversation with clients, Practical
deskwork, Annual report of Janata Bank Limited and Website of Janata Bank Limited. The study
analyzes the HR Activities of Janata Bank Limited. From the descriptive analysis we see that 80%
of the customers are satisfied with the perception level in all dimensions of marketing activities.
On the other hand, in expectation level, customers expect more in Assurance, Responsiveness and
Empathy. The company should concentrate more on to improve HR Activities standards in
courtesy, ability of employees inspire trust & confidence of the customer, their willingness to help
& provide prompt HR Activities, need few more in caring and individualized attention to retain
and close the gap with the customers. It is, therefore very important to know how customers
evaluate Marketing Activities and what can be done to measure and improve it.
