Md.

Ruhul Islam Arif

ID: 50814058

Jamuna Bank Limited (JBL) is a Banking Company registered under

the Companies Act, 1994 with its Head Office at Chini Shilpa
Bhaban, 3, Dilkusha C/A, Dhaka-1000. The Bank started its operation
from 3rd June 2001. The Bank undertakes all types of banking
transactions to support the development of trade and commerce of the
country.

Your partner for

growth

Particulars

2011

2010

2009

2008

2007

Deposit

70508.05

60673.56

42356.20

27307.94

20924.02

Loans &
Advances
Import

56611.79

49430.50

32287.66

21036.86

16617.45

55907.00

61034.50

46685.00

30311.71

22191.84

Export

57929.40

41860.40

21407.00

18617.43

13990.33

Guarantee

5687.20

6620.00

2908.50

2648.40

2032.50

Remittance

3360.03

1594.11

2657.64

3165.00

2506.00

% NPLs

2.86

1.83

2.2

2.84

5.06

Profit after tax

1330.20

1066.38

923.12

476.43

89.11

Total Capital

7552.79

6350.02

3997.66

2444.34

1872.72

EPS (in Tk.)

3.65

2.92

5.67

3.62

0.73

To look at the types of credit offered by Jamuna Bank Limited & its
overall Credit Management.
To critically evaluate the avenues of credit policies & guidelines
followed by Jamuna Bank Limited.
To know the techniques of Credit Risk Management of Jamuna Bank
Limited.
To evaluate the Credit performances of Jamuna Bank Limited.

The respondents of the population were limited in terms of size and

composition. Since, I have conducted survey, there were lot of
chances that all the respondents was reluctant to fill up the
questionnaire.
Some of the data were collected from online sources. So there was
every chance of some misrepresentations of information from the part
of Bank.
The sample size was kept restricted within 50 only, which may fail to
represent the actual scenario of the relationship between measured
variables.
There are many other factors which can influence customers
satisfaction regarding credit management practices. However, I have
not considered those because of the simplicity of the research.

Research Design: Descriptive Research will be done to find out the

present Credit Management Practices of Jamuna Bank Limited.
Population Size: The population of the research was all the Credit
Customers of Jamuna Bank Limited.
Sample Size: 10 customers of each of the five branches of Jamuna
Bank Limited were selected as a sample for this research.
Sampling Technique: Here Simple Random Sampling (SRS)
technique is followed due to shortage of time which means that it was
a probability sampling technique.
Scaling Technique: A 5-point Likert scale was used in the study in
which the respondents were asked to indicate their degree of
agreement with the statement.

Sampling Unit: The customers of five branches of Jamuna Bank

Limited who come frequently in the Bank for different services. The
branches are:
Foreign Exchange Branch
Dhanmondi Branch

Dilkusha Branch
Mohakhali Branc
Gulshan Branch

Data collection method

Primary source: The data on the customer perception about credit
facility will be collected from the cooperative respondents through a
structured questionnaire
Secondary source: The data has been collected from brochures,
journal, magazine & annual report of Jamuna Bank Limited.

Sl. No.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.

Customer Opinion on
Jamuna Bank Limited
Quick disposal of loan
proposal
Competitive intt. rate for
loans & advances
Complicated loan
documentation
Risk based lending

Sl. No.
11.
12.
13.
14.

Provides prompt desk

service
Reduced bank charges

15.

Enables electronic
banking facilities
Delivers secured lending
service
Cordial reply to credit
queries
Customized credit
service to corporate
client

17.

16.

18.
19.
20.

Customer Opinion on
Jamuna Bank Limited
Convenient branch
location
Loan for all types of
customers
Collateral security free
lending
Privacy of credit
information
Trustworthy bankercustomer relationship
Fastest solution of credit
complain
No hidden charge
Dependable credit
counseling
Diversified credit
product
Widest branch network
for credit operation

On a five-point Likert scale, the maximum mean score obtained is 9.4

(SD = 17.20) for variable F2 i.e. for Competitive intt. rate for loans &
advances. It means that most of the customer is satisfied with Jamuna
Banks Competitive intt. rate for loans & advances policy among other
variables. Next, they prioritized Reduced bank charges, Enables
electronic banking facilities & No hidden charge where mean is 9.2
(SD=14.79), 9.2 (SD=14.79) & 9.2 (SD=17.30) respectively. Thereafter,
Delivers secured lending service is rated by the customers measuring
mean 9.00 (SD=12.73). The customers also opine that Jamuna Bank
provides Dependable credit counseling where mean is 8.6 (SD=12.32).

Very Poor performance was observed regarding Collateral security free

lending & Loan for all types of customers where mean is 4.2 (SD=6.80)
& 4.6 (SD=4.22) only respectively.

Maximum response obtained for Trustworthy banker-customer

relationship where mean is 7.8 (SD = 8.32) for variable F15. Next,
they prioritized variable F 18 where mean is 7.8 (SD=9.18). It
means that the customers are satisfied with Jamuna Banks
Dependable credit counseling policy. Thereafter, Privacy of credit
information & Diversified credit product are rated by the customers
measuring mean 7.8 (SD=9.81) for both of them.

Very Poor performance was observed regarding Collateral security

free lending for all types of customers & Customized credit service
to corporate client where mean is 4 (SD=3.67) & 5.2 (SD=4.60)
only respectively.

The maximum mean score obtained is 8.2 (SD = 11.80) for variable
F15 i.e. for Trustworthy banker-customer relationship. It means
that most of the customer is satisfied with Jamuna Banks policy of
Trustworthy banker-customer relationship among other variables.
Next, they prioritized Cordial reply to credit queries where mean is
8.0 (SD=8.92). Thereafter, Reduced bank charges is rated by the
customers measuring mean 8.0 (SD=9.90). Delivers secured
lending service also important choice of customers of Jamuna Bank
Ltd. where mean is 7.8 (SD=8.32).

Collateral security free lending & Diversified credit product is not

attracted as mean is 4.6 (SD=4.77) & 5.4 (SD=4.98) only
respectively.

The maximum mean score obtained 8.0 (SD = 8.92) for

variable F17 i.e. for No hidden charge. Next, they priority was
found for Risk based lending where mean is 7.8 (SD=7.36).

Poor performance was observed regarding Collateral security

free lending & Customized credit service to corporate client
where mean is 4.4 (SD=3.85) & 4.8 (SD=3.36) only
respectively.

F 15 variable is the maximum scorer here where mean is 8.2

(SD=11.80) which represents Trustworthy banker-customer
relationship. The customers next prioritized no hidden charge
where mean is 8.0 (SD=8.92). Thereafter, Privacy of credit
information is rated by the customers measuring mean 8.0
(SD=8.92). The customers also opine that Jamuna Bank
maintains a Cordial reply to credit queries where mean is 8.0
(SD=8.92).
Very Poor performance was observed regarding Collateral
security free lending, Diversified credit product & Widest
branch network for credit operation where mean is 4.8
(SD=5.76), 5.4 (SD=4.98) & 5.4 (SD=4.98) respectively.

On a five-point scale, the maximum mean score obtained is 40 (SD

= 41.39) for variable F6 i.e. for Reduced bank charges. It means
that most of the customer is satisfied with Jamuna Banks reduced
bank charges policy among other variables. Next, they prioritized
No hidden charge, Trustworthy banker-customer relationship &
Dependable credit counseling where mean is 39.8 (SD=41.84),
39.8 (SD=52.60) & 39.2 (SD=41.31) respectively. Thereafter,
Delivers secured lending service is rated by the customers
measuring mean 39.00 (SD=39.34). The customers also opine that
Jamuna Bank provides Privacy of credit information where mean is
38.6 (SD=48.47).
Very Poor performance was observed regarding Collateral security
free lending & Widest branch network for credit operation where
mean is 22.00 (SD=24.05) & 28.4 (SD=23.59) only respectively.

From the above observations it was found that most of

customers liked the policy of the bank regarding reduced bank
charges. Moreover, the clients are also satisfied with the
banks policy on no hidden charge, trustworthy bankercustomer relationship and dependable credit counseling. The
customers also opine that Jamuna Bank provides privacy of
credit information. But very Poor performance was observed
regarding collateral security free lending and widest branch
network for credit operation. However most of the customers
(73%) give favorable opinion regarding credit management of
Jamuna Bank Limited

The primary objectives of the Bank should be directed towards rendering

best services to the clients by prompt granting /sanctioning of loans.
JBL should initiates different credit product with minimum interest rate
according to changing/ diverse needs of clients by conducting huge
research and study.
Complete analysis needed to know the bank customers to the highest
possible extent, so that the offered banking products/ services match their
needs and the sale is ensured.
Applying strategies in relation with the market, efficiently using Banks
own resources in order to create new banking products/services and to
diversify them according to the consumers wishes and expectations.
The Bank should adopt new technological equipment.
The Bank should concentrate on improving their service quality and
efficiency. Bank should train its employee for better service providing.