Introduction

Bank is playing a significant role in the age of modern civilization to keep the economic
development moving. The activities of the bank are needed in every economic activity. In fact
there is hardly any aspect of development activity where bank do not have role to play. A
banking system is a group or network of institutions that provide financial services for us. It
gives me immeasurable joy that during internship period, as part of the BBA program, I have the
opportunity of passing period of three months with a renowned organization where I noticed,
executed and learned the banking practices. I am very grateful that Janata Bank Ltd. (JB) gave
me that favor to work as an intern. JB is one of the largest banks in Bangladesh and has a
countrywide branch connection through which they provide an extensive banking service to their
customer. Customer’s gratifications the topmost priority of the bank. Bank has mentioned in
their object that customer’s expectancy will be visible through creative financial product and
services. As an intern of Janata Bank Limited, I am preparing a report titled “Analysis of
Banking industry and Janata Bank Limited”: An Internship Report, involved various rules and
regulations, policies and procedures related to different banking action shave also been
considered here.
Background of the study
While our university studies typically concentrate on academic purpose, this type of experience
is a great opportunity to gain real knowledge. It helps students to develops learning with the
industry is real world and offer chance to come to be a join in the market .so to create a report on
JBL not only help me to know about information but also helpful for my future carrier.
To get and organize detail knowledge on internship
To get experience about the real banking system
To know the customer opinion on JBL
To fulfill the requirement of BBA program

1.3 Objective of the study

The objective of the report is to measure customer satisfaction about online banking services of
Janata Bank Limited.

1.4 Methodology
My objective was to find out specific correlations between the independent and dependent
variables associated in this research subject matter. Therefore, my objective was to look at the
relationship between various services provided by Local Corporate department as well as the
quality of these services with the customer satisfaction level of the same sector. Further
information used to prepare this report has been collected from both primary and secondary
sources.

1.4.1 Types of research design:

It is descriptive research design

1.4.2 Sources of data:

1.4.2.1 Primary Sources

Questionnaire survey
1.4.2.2 Secondary Sources
 Annual reports of the Janata Bank Limited
 Various product and service brochures.
 Official local website of the Janata Bank Limited.
 Various web researches

1.4.3 Sampling plan
Sampling plan is a definite for obtaining a sample for a given population.

1.4.3.1 Population:
All the online banking customers of the Janata Bank Limited.

1.4.3.2 Sample elements:

Individual customer of the Janata Bank Limited.

1.4.3.3 Sampling procedure:

Non probability continence sampling procedure is used.

1.4.3.4 Sampling size:

Sample size is about 30 customers.

1.5 Research limitation

 The survey was limited to the local clients of the wholesale banking division only.
 Lack of comprehension and responsiveness of the clients was a major problem in the
collection of data.
 Large-scale research was not possible due to constraints and restrictions posed by the
bank as well as the university.
 Time constraint was also one of the factors that abridged the scope of the study.
 Rush banking hours and hectic schedules of the banking staff was another obstacle to the
scope of the study. The Relationship Mangers of the concerned department were busy
meeting their targets and it was very difficult for me to get some practical ideas regarding
their ideas, expectations and opportunities regarding my topic.
Overview
Janata Bank Limited, the 2nd largest State Owned Commercial Bank (SCB) in Bangladesh, is
playing pivotal role in overall financial activities of the country. The Bank emerged as ‘Janata
Bank’ by combining the erstwhile United Bank Limited and Union Bank Limited under the
Banks Nationalization Order (President’s Order- 26) of 1972 and was restructured as a limited
company in November, 2007. Since inception in 1972 the Bank has commendably contributed to
the socio-economic development of Bangladesh and helped structuring solid financial ground of
the country as well. Janata Bank runs its business with 912 branches across the country including
4 overseas branches in United Arab Emirates.

History

Inception

In this backdrop, in order to rebuild the country’s economy, measures had been taken to merge a
number of banks previously operated in this region and make new banks and this initiatives led
to formation of Janata Bank in 1972 by combining the erstwhile United Bank Limited and Union
Bank Limited under the Banks Nationalization Order (President’s Order No. 26) of 1972.

Corporatization

In 15 November, 2007 Janata Bank got registered with the Joint Stock of Registrars and
restructured it as a public limited company with the name Janata Bank Limited.

Roundup

Including 4 overseas branches in United Arab Emirates Janata Bank runs its business with 913
branches across the country having a big family of around 11,966 (As on 30.06.2019) employees
with its head office located at Janata Bhaban at Motijheel C/A, the heart of the capital city,
Dhaka.

At the end of 2018 the Bank held Deposit BDT 675,548.46 million, Advance BDT 533,707.17
million with Authorized capital BDT 30,000 million and Paid-up Capital BDT 23,140 million.

Janata Bank Limited, a corporate body trusted over the years, the 2nd largest (in respect of
Deposits/Assets) commercial bank in Bangladesh, has been playing pivotal role in overall
financial activities of the country and is possessing a long heritage of discharging laudable
services to the society since her embankment immediately after the emergence of this verdant
rich alluvial soil as a sovereign, independent state.

The contribution of the Bank to the national economy and social reform has set standard bar so
high that others in this business can’t help aspire touching the benchmark of success earned by
JBL. More so a matter of great honour is that the contribution, commitment and success of the
Bank have been recognized with a number of prestigious awards by national and international
organizations of repute.

Vision

To become the effective largest commercial bank in Bangladesh to support socio-economic

development of the country and to be a leading bank in South Asia.

Mission

Janata Bank Limited will be an effective commercial bank by maintaining a stable growth
strategy, delivering high quality financial products, providing excellent customer service through
an experienced management team and ensuring good corporate governance in every step of
banking network

Brief Overview of the Savar Corporate Branch, Janata Bank Limited

Objective of the Organization
Janata bank operates its business activities by focusing some objectives in ahead. These are:
 To earn customer satisfaction through diversified banking activities and introduction of
innovative banking.
 To improve the customer services in recent times by introducing a number of IT-based
reform measures.
 To remain one of the best banks in Bangladesh in terms of profitability and asset quality.
 To ensure an adequate rate of return on investment.
 To maintain adequate liquidity to meet maturing obligations and commitments.
 To maintain a healthy growth of business with desired image.
 To maintain adequate control systems and transparency in procedures

Functions of the Janata Bank Limited

Janata Bank provides complete range of services to its customers both domestic and foreign.
Rendering ofGeneral Banking Facilities & Utility Services, Deposit Mobilization, providing
various Credit Facilitiesincluding Working Capital to Industries, Investment, Outward & Inward
Remittances, Financing Import& Export etc. are the major functions performed by Janata Bank.
In order to provide better services to itsCustomers and Correspondents Janata Bank is now more
organized to handle sophisticated operationsthrough a well-trained and efficient Manpower.
Recently Janata Bank has entered into computeroperations to provide prompt and efficient
services to the Customers

Core values of Janata Bank Limited

For Customers: To become most caring bank by providing the most courteous & efficient
service in every area of our business.

For Employees: By providing the well-being of the members of the staff.

For Shareholders: By ensuring fair return on their investment through generating stable profit.

For Community: By assuming our role as a socially responsible corporate entity in a tangible
through close adherence to national policies & objectives.
Organ gram of JBL

Chairman

Managing Director

General Manager

Deputy General Manager

Assistant General Manager

Senior Principal Officer

Principal Officer

Senior Officer

Officer

Sub Accountant

Senior Clerk
SWOT Analysis:

SWOT Analysis is a strategic planning method used to evaluate the Strengths, Weaknesses,
Opportunities, and Threats involved in a project or in a business venture. It involves specifying
the objective of the business venture or project and identifying the internal and external factors
that are favorable and unfavorable to achieving that objective.

      “S”            = Strengths – Attributes helpful for achieving the objective.

      “W”          = Weaknesses – Attributes harmful for achieving the objective.

      “O”           = Opportunities – External conditions that are helpful for achieving the objective.

      “T”           = Threats – External conditions that may harm the business’s performance.

The SWOT Analysis of Janata Bank is presented in a table below:

Strengths:

 Name recognition within the community

 Large customer base
 Community involvement/increasing presence in the market
 Management knowledge of industry
 Financial condition: Strong capital and asset quality
 Regulatory performance is strong and positive
 Fine environment in side of the branch
 Co-ordination and co-operation among the staff
 Attractive Location
 Old Bank so greater reliance to customer

Weaknesses:

• Lack of technological resources as well as Internet banking

• Lack of knowledge of customer profile

• Insufficient focus on quality customer service and mortgage banking

• Overall market share needs to grow Opportunities:

• Cross-selling existing customers

• Growth in commercial business

• Increase market share through growth of loan portfolio

• Increased presence by means of additional ATMs

• Niche markets (under-served ethnic markets, bank at work, etc.)

• Enhanced business development in all product areas and promotion of those products

• Strategic marketing towards customers of large merging banks

• Attracting candidates for acquisition over the next few years

• Potential market for internet banking

• Insurance products

• Initiation of concept of Firs generation Banking

Opportunities

 More Experienced & Managerial know-how

 Opportunity to expand geographically within Bangladesh.
 Customers are looking for good quality and have the willingness to bank with Janata
Bank

Threats:

• Strong community bank competition Non-bank competition

• Inefficiencies within the operations of the bank

• Possibilities of more stringent regulations

• Lack of appeal to younger, Student, affluent potential customers

• Political instability of the country

• Lack of Flexibility to adapt to any change

• The continuing increase in non-bank competitors offering similar services.

• Continued deregulation and globalization of services.

•Increased technological innovation and technology costs in order to compete effectively.

• How to differentiate and appropriately price services such as origination, structuring and
administration.

• Consistent risk pricing and Basle Committee capital requirements for credit risk.

Online Banking
Online banking refers to banking services where depositors can manage more aspects of their
accounts over the Internet, rather than visiting a branch or using the telephone. Online banking
typically, is comprised of a secure connection to banking information through the depositor’s
home computer or another device.

Online Activities

Parallel introduction of real time online core banking system

Parallel introduction of Real Time Online Core Banking is in progress. In this regard, the Central
Data Center (CDC) & Disaster Recovery System (DRS) have been established. Moreover,
network system has been established between CDC & DRS and 908 important branches of
Janata Bank Limited including head office departments for online banking system. Real time
online banking has been introduced in 174 branches during 2014.

10 (ten) IT Maintenance & Support Cells have been established at 10 Divisional Offices of the
Bank. Each Support Cell has been accomplished with IT personnel.

Information On-line:

OMIS, a web-based application programmed, has been introduced to ensure proper and regular
monitoring of the Bank's business. All branches have to submit updated information about their
business in the OMIS form floated in the website in weekly and monthly basis. It facilitates
branches, controlling offices and management authority taking decision easily by monitoring the
overall position of the Bank.

List of online product and service of Janata Bank Limited

e- Service

ATM

Automated Branch Banking

Green Banking

e-GP Payment Service

OMIS (ERP)

PMIS

BEFTN User Manual

Deposit product: JBL has different deposit schemes all around its branches in Bangladesh.
Except that two common types of deposit items Saving Deposit and Current Deposit, they have
6 distinctive deposit items.
 Term Deposit
 Foreign Currency Deposit
 Monthly saving Scheme (NMS)
 Monthly Income Scheme (MIS)
 Double Benefit Scheme (DBS)
 Millionaire Deposit Scheme (MDS)

SMS Banking: This service allow customer to do some banking activities through SMS from
their mobile. The services are follows
 Check account balance
 Short statement of last 5 transactions

Card Transaction:

To offer modern Banking service, Janata Bank Limited is providing ATM facilities with Debit
and Credit cards to the customer.

Features of our Card:

 Connected with NPSB (National Payment Switch Bangladesh).

  Running under the largest network of Bangladesh.
 Card holder can use any ATM & POS (Point of Sales) within Bangladesh.
 Mobile phone recharge & Online Tax payment facility is available.
 Minimum fees and charges.
 SMS alert service is available.
 No hidden cost.

Cash & Cheque Deposit & Withdraw: Customer can deposit cash and cheque in any
branch of
the bank. A customer can also withdraw money from any branch whether he has an account in
that branch or not.

Gender

Gender

Male Female

Interpretation: Out of 30 respondents 20 are male and 10 are female.

Age

Age

18 or below 19-28 29-38 39 or above

Interpretation: Out of 30 respondents, 10% of the respondents are under the age category 18 or
below, 22% of the respondents are under the age category 19-28, 32% of the respondents are
under the age category of 29-38 and 36% respondents are under the age category of 39 or above.

Occupation

Occupation

Service Business Student Others

Interpretation: Out of 30 respondents, 26% of the students are do service, 18% of the
respondents are do business, 8% of the respondents are student and 30% of the respondents are
do others
Janata Bank provides safety facilities of online banking services.

Agree Strongly Agree Neutral Disagree Strongly Disagree

Interpretation: Out of 30 respondents, 45% respondents are agree, 12% respondents are
strongly agree, 10% respondents are neutral, 23% respondents are disagree and 10% respondents
are strongly disagree.It can be said that most of the respondents are agree with the online
banking safety facilities service of Janata Bank Ltd.

Janata Bank online customer service is easy to use.

Agree Strongly Agree Neutral Disagree Strongly Disagree

Interpretation: Out of 30 respondents, 40% respondents are agree, 25% respondents are
strongly agree, 8% respondents are neutral, 15% respondents are disagree, 12% respondents are
strongly disagree. It can be said that most of the respondents are agree with the JBL online
banking service is easy to use.
Janata Bank online customer service solves the problem first.

Agree Strongly Agree Neutral Disagree Strongly Disagree

Interpretation: Out of 30 respondents ,46% respondents are agree, 30% respondents are
strongly agree, 6% respondents are neutral, 10% respondents are disagree, 8% respondents are
strongly disagree. It can be said that most of the respondents are agree with the Janata Bank
online customer service solve the problem first.

Janata Bank online customer service provides quick confirmation facilities

Agree Strongly Agree Neutral Disagree Strongly Disagree

Interpretation: Out of 30 respondents, 43% respondents are agree, 27% respondents are
strongly agree, 7% respondents are neutral, 13% respondents are disagree, 10% respondents are
strongly disagree. It can be said that most of the respondents are agree with the quick
confirmation facilities of online banking service of Janata Bank Ltd.
Janata Bank online customer service provides privacy facility.

Agree Strongly Agree Neutral Disagree Strongly Disagree

Interpretation: Out of 30 respondents, 60% respondents are agree ,25% respondents are
strongly agree, 4% respondents are neutral, 6% respondents are disagree, 5% respondents are
strongly disagree. It can be said that most of the respondents are agree with privacy policy of
online banking service of JBL.

Online charge of Janata Bank is reasonable.

Sales

Agree Strongly Agree Neutral Disagree Strongly Disagree

Interpretation: Out of 30 respondents, 36% respondents are agree ,25% respondents are
strongly agree, 8% respondents are neutral, 20% respondents are disagree, 11% respondents are
strongly disagree. It can be said that most of the respondents are agree with the online charge of
Janata Bank is reasonable.
Speed of online banking is very fast of JBL

Agree Strongly Agree Neutral Disagree Strongly Disagree

Interpretation: Out of 30 respondents, 55% respondents are agree ,30% respondents are
strongly agree, 4% respondents are neutral, 7% respondents are disagree, 4% respondents are
strongly disagree. It can be said that most of the respondents are agree with speed of online
banking service is very fast of JBL.

Online banking is available in every branch of Janata Bank.

Agree Strongly Agree Neutral Disagree Strongly Disagree

Interpretation: Out of 30 respondents, 10% respondents are agree ,7% respondents are strongly
agree, 5% respondents are neutral, 55% respondents are disagree, 23% respondents are strongly
disagree. It can be said that most of the respondents are disagree with online banking is available
in every branch of Janata Bank.
Every employees of the Janata Bank have the proper knowledge of online banking.

Agree
Strongly Agree
Neutral
Disagree
Strongly Disagree

Interpretation: Out of 30 respondents, 20% respondents are agree ,13% respondents are
strongly agree, 6% respondents are neutral, 50% respondents are disagree, 11% respondents are
strongly disagree. It can be said that most of the respondents are disagree with the every
employees of the Janata Bank have the proper knowledge of online banking.

Online customer service influences me to increase using internet banking

Agree
Strongly Agree
Nutral
Disagree
Strongly Disagree

Interpretation: Out of 30 respondents, 30% respondents are agree ,23% respondents are
strongly agree, 4% respondents are neutral, 25% respondents are disagree, 18% respondents are
strongly disagree. It can be said that most of the respondents are agree with online customer
service influences me to increase using internet baking.