Attitude of Customer

Customer Attitude towards Online Banking: A Study on Janata Bank Limited
1.1 Origin of the Study
The new technology has brought rapid changes in the industry and financial service. Online
banking and electronic payment systems are the new development and evolution of
technology by finical institutions and are expected to result in a more efficient banking
system. Technology has changed the banking industry because it now offers alternative and
better channels through which products and service can be provided to customers. Some
example of the changes in the banking industry is the online banking and access to ATM
machine. Online banking is a form of banking that can be done through the use and can be
done at wherever there is access to the Network. It allows customers to perform all routine
transactions, such as bill payments, electronics transfer, balance inquires, account transfers,
investment and stop payment request. It basically allows the customers to carry out all the
transactions just as in a normal bank except withdrawing of cash. This can be done at any
time during the day and it is less time consuming when compared to waiting in actual bank
building where customers have to wait in long lines. There is hardly any paper work to be
done: the customers can carry out transactions from any place that has access to the Internet.
Once the information has been saved, it does not need to be re-entered for similar subsequent
checks. Online banking, known as internet banking uses the internet as the delivery channel
by which one can conduct banking activities. In order to access account online, one should
have browser software installed in their computers. This software will run the online banking
programs stored on the banks world wide web server. Due to the minimal expensed online
banks have, they tend to offer low charges on the services they give as compared to the
physical site banks. An online bank is not restricted to exist exclusively online or to have a
physical site; rather it can be any of the two. Telebanking in Arlington, Virginia and Bank net
in the UK exists online and do not have physical sites. While banks like wells Fargo and
Great Western, exist online and have physical sites too. Janata Bank Limited also holds the
two types. When one registers to get the services of their bank online, they have to choose the
accounts they want to access online by using card with special Pin Number or Password.
Thereafter, the bank issues them with a user ID and Password, through electronic mail or
manually, to enable access their accounts anytime. They want to. When accessing their
accounts, they are able to get the history of the transactions done and view deposits made
successfully. Banks which are exclusively online do not have automated teller machines
(ATM). Therefore they charge a client for using another bank‘s ATM to withdraw. As
exclusively online banks do not accept deposits via ATM.
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1.2 Rationale of the Study
The period of internship program has set for three months. This study will be beside me
beside me in future especially if I have got involve myself in banks or other financial
institutions. This program helped me a lot to understand the working environment and
process of banking sector.
1.3 Objectives of the Study
MBA program is designed to produce banking, financial and various executives who are
capable to handle 21st century corporate sector. As a student of this program, I must have to
know what is happening in banking sector as well as others. So, one may feel difficulty if he
does not know what is happening in bank and other organization. To eradicate this
shortcoming, every student of this program is places in various institutions like Banks, Non-
Banking Financial Institutions etc. after the completion of the theory. Here, I can identify the
objectives of this study as follows-
 Main Objective
 Specific Objectives
Main Objective:
A main objective of this report is to investigate the customer attitude towards online banking
process of Janata Bank Ltd.
Specific Objectives:
 To highlight the facilities of online banking available in particularly in Janata Bank

Ltd.
 To know the perceived usefulness of the online banking of Janata Bank Limited.
 To detect the prospects of online banking in Bangladesh.
 To identify the problems related to the implementation of online banking in
Bangladesh.
 To find necessary aid of ways to overcome different problems faced in case of online
banking.
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1.4 Methodology of the Study
1.4.1 Research design
Exploratory research method is used in the report. As online banking is a new dimension at
banking sector, exploratory research can find out the customers‘ insight regarding online
banking. Quantitative data is gathered to get a view of customers‘ attitude towards online
banking. Qualitative data can express the experience of customers of using online banking.
The data is gathered through using a well- structured questionnaire as well as secondary data
source. This is a correlation study among the different characteristics of online banking.
1.4.2 Firms Selection
At present there are a lot of online banking service provider banks in Bangladesh. A large
customer group is taking place under the shade of online service of different bank. Because
they want prompt service and mobility at transaction. Janata Bank Limited is also adopting
this service to compete with the advanced banking sectors to grab the rising customer group.
For this support, Janata Bank Limited is selected for measuring the attitude of customer
towards online banking.
1.4.3 Attributes Selection
The purpose of this stage is to select the attributes which are considered by the customers.
The attributes are helpful for assuming the attitude of customers towards online banking.
Several attributes are mentioned in the table below. The following table shows the attributes
that are considered by the customer while receiving internet service.
 Preference of banking system

 Perceived usefulness
 Feel of Security
 Adaptability
 Easiness of Using
 Dependability
 Customer attitude.
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1.4.4 Sample Technique
Since sampling frame of the respondent is unavailable, probability sampling method for the
research purpose is appropriate. The Respondents have the same probability in be selected
without any consideration of age, occupation, institution or position.
1.4.5 Sampling Method
As there was a shortage of time and budget, the data was collected on the basis of
convenience sampling method with 50 randomly selected desired sample sizes. Simple
random sampling method took place at research period. Total 50 respondents who were
directly or indirectly influenced for receiving online banking services were used as sample
respondents in this study, among which 7 were students, 10 were employees of correspondent
bank and 33 were general deposit holders of the bank.
1.4.6 Types of Data
In order to achieve the specific objectives of the study, primary and secondary sources of data
were used. The relevant primary data have been collected from the respondents directly
through a set of structured questionnaires. The majority of the secondary data have been
collected from Annual Report of Janata Bank Limited, different thesis papers, various
publications, newspaper, journals and published books etc.
1.4.7 Data Collection Method and Procedures
Data have been collected from students and professional through a set of structured
questionnaires. In the questionnaire, the purpose of the study was well described. After
describing the purpose of the study some structured questions were included at the
questionnaire with proper attitude of online banking. The respondents are asked through the 5
point Liker Scale ranging from 5 indicates to very low (like, support) and I indicates very
high (dislike, oppose) to know how strongly they believe that online banking is really
supportive to them and their attitude towards online banking system of Janata Bank Limited.
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1.4.8 Data Analysis Procedures
Standard statistical tools have been used to analyze the data Statistical tools including
percentage method. Co-efficient of variance, graphs (pie chart), scattered diagram etc. has
been used. Advanced statistical software SPSSv20 and Microsoft Excel 2007 were used for
data analysis.
1.5 Scope of the Study
Banks have traditionally been in the forefront of harnessing technology to improve their
products, services and efficiency. They have, over a long time, been using electronic and
telecommunication networks for delivering a wide range of value added products and
services. Online service is increasing used by banks as a channel for receiving instructions
and delivering their products and services to their customers. This form of banking is
generally referred to as online Banking. The study on Janata Bank Limited represents the
pros and cons of customer attitude and effectiveness of online banking.
1.6. Limitations of the Study
The lack of available of data is another limitation so the result shown by the study does not
demonstrate actual conditions and issues related this report. While conducting the report,
some limitations were yet present there. Such as
 It was difficult to gather information required the convenience of this report.

 Because of time shortage, many related area could not be focused in depth.
 Website of the organization lacks important information.
 Recent data information on different activities was unavailable.
 Most of the times the officials remain busy their daily banking activities.
 Due to the time constraint, it was not possible to conduct the research work
with the larger sample size.
 As the sample size was small, all the outputs were not possible to explain with
proper and strong logic.
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2.1 Background of Janata Bank Limited
Janata Bank Limited welcomes you to explore the world of progressive banking in
Bangladesh. It is a state owned commercial bank and is catering the need of the mass
business people. JBL was born with a new concept of purposeful banking sub-serving the
growing and diversified financial needs of planned economic development of the country.
Janata Bank Limited, a leading commercial bank with 879 outlets strategically located in
almost all the commercial areas throughout Bangladesh, overseas Exchange House and
hundreds of correspondents, came into being as a Public Limited Company on May 17, 2007
with a view to take over the business, assets, liabilities, rights and obligations of the Janata
Bank which emerged as a nationalized commercial bank in 1972 immediately after the
emergence of Bangladesh as an independent state. Janata Bank Limited started functioning as
a going concern basis through a Vendors Agreement signed between the ministry of finance,
Government of the People‘s Republic of Bangladesh on behalf of the former Janata Bank and
the Board of Directors of Janata Bank Limited on November 15, 2007 with retrospective
effect from 01 July, 2007.
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2.2 Organization profile of the JBL
2.2.1 JBL at a Glance
Name of Company Janata Bank Limited

Legal Status Public Limited Company
Janata Bhaban 110, Motijheel C/A Dhaka-1000,
Address
Bangladesh
Date of Incorporation 21 May 2007
Banking License Obtained from BB 31 May 2007
Total Manpower 14151
Number of Branches 908
Authorized Capital BDT 30,000 Million

Paid up Capital BDT 19,140 Million
Face Value per Share BDT 100
100% Share owned by Government of the
Shareholding Pattern
People‘s Republic of Bangladesh
Tax Identification No. 001-200-2732
VAT Registration No. 9011050160
Chairman of the Board of Directors Shaikh Md. Wahid-uz-Zaman
CEO & Managing Director Mr. Md. Abdus Salam, FCA
Telex 675840JBDBJ, 671288 JBHOBJ
9560000, 9566020, 9556245-49, 9565041-43,
Phone PABX
9560027-30
Fax 88-02-9564644, 9560869
E-mail md@janatabank-bd.com
Website www. janatabank-bd.com
Swift Code JANB BD DH
Table-1: Profile of Janata Bank Ltd.
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2.3 Strategic objectives
 Winning at least 7.00 percent share of deposits and 6.00 percent share of loans and
advance of Bangladeshi market.
 Gaining competitive advantages by lowering overall cost compared to that of
competitors.
 Overtaking competitors by providing quality customer service.
 Achieving technological leadership among the peer group.
 Strengthening the Bank‘s brand recognition.
 Contributing towards the economic well-being of the country by focusing particularly
on remittance, SME and agricultural sectors.
 Strengthening research capability for innovative products.
2.4 Branches:
There are 908 branches of Janata Bank Limited in home and abroad. Among them 484
branches are situated in urban areas and 424 branches are in rural areas.
Branches No. of Branches
Specialized Corporate Branch 02
Corporate-1 Branch 25
Corporate-2 Branch 74
Overseas Branch 04
Grade-1 Branch 205
Grade-2 Branch 223
Grade-3 Branch 273
Grade-4 Branch 102
Total Branches 908
Table-2: Branches of JBL
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2.5 Green Banking
Janata Bank Limited has taken prompt initiatives to help the nation by protecting
environment, conserving natural resources and combating climate changes. The bank
practices several particulars such as curtailing paper-work and using online/ electronic
transactions and financing to bio-gas plant, solar panel, renewable energy plant and tree
plantation etc.
JBL has formed a green banking unit headed by a Deputy Managing Director. It may be
noted that JBL has allotted BDT 2,470 million in the bank‘s overall annual credit budget for
financing green banking projects and BDT 686.06 million has already been disbursed in the
reporting year from the allotment. JBL will set up a green corner and solar panels in 10
branches in 2016. JBL will launch an annual prize named ―Environment Friend‖ for its
officials who will make discernible contribution to saving environment.
2.6 Correspondent Banking
Janata Bank limited always aims to increase its foreign exchange business. The bank has
been doing international banking with all major banks of the banks of the world. It has been,
however, handling bulk of the international businesses with the following multinational
banks-
Citibank N.A
American Express Bank Limited
Standard Chartered Bank
HSBC
2.7 Operational Network Diagram
Head GM Principal Regional Branch

Office Office Office Office Office
Chart-1: Operational Network Diagram of JBL
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2.8 Organizational Structure of JBL
Board of Director
Managing Director
Additional Managing Director
Deputy Managing Director
General Manager
Senior Executive Vice President
Executive Vice President
Senior Vice president
Vice President
Senior Asst. Vice President
Assistant Vice President
First Asst. Vice Presient
Senior Executive Offices
Executive Officer
Executive Offficer
Principal Officer
Senior Officer
Officer
Chart-2: Organizational Structure of JBL
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3. Profile of JBL, Kandirpar Branch, Comilla
3.1 Starting of the Branch
This branch is situated at Comilla, Kandirpar. This branch was established with a view to
helping the business organizations in this area. The activities of this branch were started in
25th December, 1968. It covers all the Kandirpar area. As it is situated at business area all of
the business organizations and businessmen can easily perform their transactions. The
customers are very happy to get this branch and customers are also very loyal to this
branch. The employees of this branch are also well indeed. It holds so many well reputed
companies account. The outlook of this branch is also wonderful. Consequently, this branch
is increasing profit day by day.
3.2 Janata Bank Ltd. Kandirpar Corporate Branch at a Glance
Janata Bank Ltd. Kandirpar Corporate Branch
Branch Name Janata Bank Ltd. Kandirpar Corporate

Branch
Opening Date 25th December, 1968
Address Kandirpar, Comilla
Phone 65373
Branch Code 0731
E-mail jb0731@janatabank-bd.com
Opening as Corporate Branch 25-11-2015
Department 6
Total Number of Employees 20
Table-3: Janata Bank Ltd. Kandirpar Corporate Branch at a Glance
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3.3 Objective of the Branch
It was to maintain a huge number of objectives that are shown below—
 Provide customer satisfaction as much as possible

 Maintaining all activities in discipline way
 Facilitating business transaction as much as possible
 Profit maximizing
 Provide effective services to the customer
 To create more loyalty of the customer
3.4 Department of this Branch
The following departments are available in this branch
 Account opening department

 Cash zone
 Cleaning and collection
 Loans and Advance Department
 Bills Remittance Department
 Foreign Remittance Department
3.5 Organizational Structure of This Branch
Chart-3: Organizational Structure of JBL Kandirpar Branch, Comilla.
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3.6 Advantages of this Branch
It is situated the at the main point of Comilla city near to Kandirpar area so that all the
customers can easily perform their transactions. A lot of advantages are available here which
helps to perform the banking activities easily. The main fact is that location advantage. It is
important to select the place of an organization. Here the transportation facilities are
available. The banking activities are done by the skillful personnel. As a result they can
gather a lot of customer. Here most of the institutions are available and a lot of people also
live here. All of them have opened their own account in this branch. So the bank can gain
more profit by providing their valuable services to the customer. In this branch electronic
services also provided to the customer. As a result within a few moments any transaction can
make.
3.7 Target Customer of this Branch
The main target customers of this branch are all of the businessman of Kandirpar, and
Chalkbazar area of Comilla city. But all types of people are also involved in this branch. Like
student, Business organizations, companies, farmer etc.
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3.8 Total Number of Account of this Branch
In this branch there are about 14710 accounts. Among them the current account is 1761 and
the savings account is 11646.
Name of the accounts Number of accounts

Current deposit 1761
Savings deposit 11646
Fixed deposit 488
JB Monthly Amanot Prokolpro 130
JB School Banking Saving Scheme 20
JB Savings pension scheme 35
JB Special Deposit Account 40
JBMDS 35
JBDS 380
JBDBS 35
JBMBS 140
Total 14710
Table-4: Total number of accounts of Kandirpar Corporate Branch
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3.9 Sector wise Loan Disbursement of the Kandirpar Branch, Comilla
Sector TK (cr.)
SME 3.84
Service Holder/ Consumer 2.94
Staff 5.50
Others 1.82
Table-5: Sector wise Loan Disbursement of the Kandirpar Branch, Comilla
3.10 Facilities provided to the customers through Online by

Kandirpar Branch.
As a customer of Janata Bank, any individual can perform almost all types of banking
activities through online banking from any branch can be stated as followings:
Account Summary: The customer will be able to view the list of current, savings, term
deposit & retail loan accounts held & the current balances in each account in the account
currency. An indicative valuation of the account balances can be performed in the customer‘s
preferred currency.
Account Details: The customer can choose a particular account (savings, checking
account, term deposit or loan account) & see the account details such as date of opening, date
of maturity, outstanding balance, interest accrued, interest paid, limit amount etc.
Account activity: The customer can see transaction activity in a given account for a range
of dates specified by the customer.
Transfer Funds: The customer can transfer funds from his one account to his account
with the bank.
Open Term Deposit (TD): The customer can modify a term deposit by transferring
funds from one of his current or savings accounts with the bank.
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Modify Term Deposit: The customer can modify the maturity & interest instruction
details of the existing term deposit accounts.
Close Term Deposit: The customer can close a TD account permanently in part or in
full. He will be shown the penalty applicable as per the product definition.
Loans Repayment: The customer can make payment of the loan installment or any
amount by specifying the amount. The amount will be transferred from his deposit account.
Early & Final Settlement: The customer can make an early payment of the entire loan
amount due. The amount will be transferred from his deposit account.
Third Party Transfers: The customer can transfer funds from one of his accounts to
another ―Third Party‖ account within the bank. The Third Party account must be pre-recorded
in the system using ‗Payee Maintenance‘ and authorized by a bank Officer for making this
available in the list.
Statement Request: The customer can make a request for account statement for a
required period. The bank will manually service this request.
Cheque Book Request: The customer can make a request for a cheque book for an
account choosing the number of leaves desired from the set that the bank officer.
Stop Cheque Request: The customer can choose an account & enter the cheque number/
range of cheque for which the cheque encashment should be stopped. He can also specify the
reason for stopping the encashment.
Interest Rates Inquiry: The customer can query on the interest rates offered on savings
& term deposit products offered by the bank.
Change Password: The customer can voluntarily change the internet password using this
function. In addition the user is forced to change the password by the system at first logon &
defined intervals. In both cases the password needs to confirm to the policy defined by the
bank.
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4.1 Introduction:
Consumers started to accept Online Banking in the early eighties. Bank of America was the
first to offer online banking, with a crude DOS based program. It did not catch on as fast as
many experts expected. There were many reasons that would begin to become less
problematic in the following years. In 2002, it was estimated that fifteen million household
would use online banking. The increased internet security, and mare widely available internet
access helped online banking become more widely accepted. Without the capacity to handle
direct electric payments, online banking can actually take longer than mailing a paper check.
The transaction is processed electronically. But the bank is required to print out a check and
mail it to the recipient of the payment. When the bank sends out the check, there is no paper
coupon included that many companies use to input the payment into the computerThe cost at
a full teller transition is $ 1.07, a telephone transaction is $ 4 and an automatic teller machine
transaction is $ 5.27. Although the ATM transaction looks much cheaper than the
alternatives, an internet based transaction costs $ 5.01, which is enough to affect the bottom
line. The added convenience is also a major reason for which online banking is increasing at
such a rapid rate. Between 1998 and 2002, there has been a 68% rise in U.S households with
access to the internet. The rate of online banking user rate of Bangladesh is gradually
increasing day by day. Most of the financial institutions are adopting online banking system
very rapidly. The Internet and the popularity of personal computers present both an
opportunity and a challenge for the banking industry. The advantages of online banking
include its convenience of use, efficiency and payment of bills online. Firstly, we do not
have to visit the bank or stand in time consuming queues the counter but all we need to do is
just a mouse click away at any ATM booth. Online banking service is available seven days a
week and 24 hours a day. The speed of making transactions though online banking is also
faster than the traditional paper based banking. Here we can save our time from unwanted
traffic jam. Secondly, online banking works very efficiently, we can access account
information and transaction for checking, saving and loan accounts. We can even keep track
of the names of past payers. Online banking can also alert us to recurring payment. Besides
that, we also can make fund transfer between our accounts using online banking. All the
transactions that we have been made will immediately be updated and we need not wait our
accounts to be updated later in the day.
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4.2 Literature Review:
Arunkumer.s. (2008) the development of online banking technology revelation in recent

year and sped of this development is extremely rapid. Online banking technology also
spreads widely and influences deeply not only economic activates of business, households
and governments but also various areas of people‘s daily life. Predicting customer‘s intention
towards internet banking is an important issue. Internet banking is a new type al information
system that uses the innovative resources of the Internet to enable customers to effect
financial activities in virtual space.
Bill Gates (2008) announced that ―banking is essential, banks are not‖. This quotation means
that the traditional bank branch is going to vanish in order to be surrogated by electronic
banking which continue to attract new users. The banking industry believed that by adopting
new technology, the will be able to improve customer service level and tie to their customer
closer to the bank.
Shabnamo TP. (2014) E- banking is a borderless entity permitting anytime, anywhere and
any how banking. It reaps benefit for both banks and its customers. E-banking is a system
that enables financial institution customers, individuals or businesses to access account,
transacts business or obtains information on financial products and services through internet.
This study investigated that the factors influence the formation of attitude of customers
towards internet banking and to study the most preferred E- banking services used by
customers.
Renugadevi.S. (2013) The information technology has revolutionized various aspects of our
life. The world at large is rapidly entering into ―Net age‖. The growth and expansion of
internet and information technology have facilitated the emergence of E-commerce. Internet
has become a major part of people‘s lifestyle. Many organizations and business have been
using the internet to communicate and deliver their products and services to their customers.
Financial and Banking industry has also been using the internet to be one of their distribution
channels with their customers.
Maduku. D.K. (2013) Consumers‘ trust of the Internet banking system emerged as the
strongest predicator of their attitude, while demographic variable were found to be weak and
poor predicators of customers‘ attitude. Moreover, the results indicated that, even though
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customers are skeptical of the Internet banking system, they intend to start using/ continue
using the service.
Momeni.M. (2013) In the light of recent financial crisis and global economic recession,
leaders of financial institutions are under additional pressure not only to maintain customer
satisfaction while sustaining lower costs, but also to maintain market leadership to lower
costs and maintain market leadership. Bank leaders in Iran have capitalized on superior
service quality and information technology infrastructures. Internet banking is considered as
an online revolution of the traditional banking services which offers customers the greatest
expediency for performing banking transaction via the internet.
Nyangosi, Arora, Singh (2009) argued that banking through electronic channels has gained
increasing popularity in recent years. This system, popularity known as ‗e-banking‘, provides
alternatives for faster delivery of banking services to a wide range of customers. The overall
result indicates that customers in India and Kenya have developed positive attitude and they
attach much importance to the emergence of E-banking.
Atiur Rahman (2010), The Government of Bangladesh Bank argued that Bangladesh Bank
has achieved a historic milestone in the trade and business area, departing from conventional
banking with the introduction of E-baking recently; a giant stride towards digital Bangladesh.
Aderonke and Charles (2010) found that ―Banks‘ customers who are active users of E-
Banking system use it because it is convenient, easy to use, time saving and appropriate for
their transaction needs. Also the network security and the security of the system in terms of
privacy are the major concerns of the users and constitute hindrance to intending users‖.
From the aforesaid literature review, it is evident that online banking or in short E-banking
can act as a complementary towards banking sector in Bangladesh. Online banking is a lower
–cost delivery channel and a way to increase sales. Internet banking services lies in the
increased retention of highly valued customer segments. With the help of E-banking the
country can create opportunity as this will help both bankers and customer.
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4.2.1 Perceived Usefulness
The importance of perceived usefulness has been widely recognized in the field of electronic banking
(Guriting and Ndubisi, 2006; Jaruwachirathanakul and Fink, 2005; Eriksson et al., 2005; Laforet and
Li, 2005; Polatoglu and Ekin, 2001; Liao and Cheung, 2002). According to them usefulness is the
subjective probability that using the technology would improve the way a user could complete a given
task. Based on theories in social psychology, such as the theory of reasoned action (TRA) (Ajzen and
Fishbein, 1980; Fishbein and Ajzen, 1975) and the theory of planned behavior (TPB) (Ajzen, 1985),
the technology acceptance model (TAM) has been validated as a powerful and parsimonious
framework (Davis, 1989; Davis et al., 1989). According to the TAM, perceived usefulness is the
degree to which a person believes that using a particular system would enhance his or her job
performance. According to Davis et al. (1992), perceived usefulness refers to consumers‘ perceptions
regarding the outcome of the experience. Davis (1993) defined perceived usefulness as the
individual‘s perception that using the new technology will enhance or improve her/his performance.
Similarly, Mathwick et al., (2001) defined perceived usefulness as the extent to which a person deems
a particular system to boost his or her job performance.
4.2.2 Perceived ease of use
Researchers argued that perceived ease of use is the extent to which a person accepts as true that using
an exacting method would be at no cost to that individual (Davis et al., 1989; Mathieson, 1991; Gefen
and Straub, 2000; Gahtani, 2001). At first Rogers (1962) affirmed perceived ease of use is the term
that represents the degree to which an innovation is perceived not to be difficult to understand, learn
or operate. He further stated that perceived ease of use is the degree to which consumers perceive a
new product or service as better than its substitutes (Rogers, 1983) . Similarly, Zeithaml et al. (2002)
stated that the degree to which an innovation is easy to understand or use could be considered as
perceived ease of use. According to Mathieson (1991), the perceived ease of use is the consumer‘s
perception that banking on the internet will involve a minimum of effort. Similarly, Consult (2002)
noted that perceived ease of use refers to the ability of consumers to experiment with a new
innovation and evaluate its benefits easily. He also affirmed that the drivers of growth in electronic
banking are determined by the perceived ease of use which is a combination of convenience provided
to those with easy internet access, the availability of secure, high standard electronic banking
functionality, and the necessity of banking services.
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4.2.3 Security and privacy
The importance of security and privacy for the accep-tance of online banking has been noted in many
banking studies (Hernandez and Mazzon, 2007; Chen and Barnes, 2007; Sathye, 1999; Hamlet and
Strube, 2000; Tan and Teo, 2000; Polatoglu and Ekin, 2001; Black et al., 2002; Howcroft et al.,
2002). To be more precise, lack of privacy and security were found to be significant obsta-cles to the
adoption of online banking (Chen and Barnes, 2007; Sathye, 1999). Roboff and Charles (1998) found
that people have a weak understanding of online banking security risks although they are aware of the
risks. Furthermore they noted that although consumers‘ confi-dence in their bank was strong, their
confidence in technology was weak (Howcroft et al., 2002).
4.2.4 Customer adaptation
TAM (Davis, 1989; Davis et al., 1989) model suggests that customer adaptation behavior is
determined by the intention to use a particular system, which in turn is determined by the perceived
usefulness and perceived ease of use of the system. Liao and Cheung (2002) utilized an alternative
research approach which assumes that customer adaptation is determined by intention to perform the
behavior. However, factors affecting the adaptation of a new information technology are likely to vary
with the technology, target users, and context (Moon and Kim, 2001). Sohail and Shanmugham
(2003) pointed out that customer adaptation describes beliefs about having necessary resources and
opportunities for an individual‘s intention to perform. These are facilitating conditions, which refer to
the availability of resources, i.e. the technological resources and infrastructure needed to engage in the
adaptation.
4.2.5 Customer attitude
Empirical studies related to diffusion of technological innovations have expanded the use of the TAM
model to include attitudes as defined by the Theory of Reasoned Action (Davis et al., 1989;
Jayawardhena and Foley, 2000; Karjaluoto et al., 2002). At first, Lancaster (1966) noted that attitude
is the driver of consumer utility or attributes. Triandis (1979) described attitude as an indivi-dual‘s
positive or negative behavior towards innovation adaptation. Triandis further stated that attitude
portrayed the perceptions of usefulness of electronic banking, adaptation features, bank electronic
features, risk and pri-vacy, and personal preferences.
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4.3 Research Hypothesis
On the basis of these above stated relationships and findings, we expect to derive the research
hypotheses as stated below:
Hypothesis 1:
Ho: There is no relationship between perceived usefulness and customer attitude towards
online banking.
H1: There is a relationship between perceived usefulness and customer attitude towards
online banking.
Hypothesis 2:
Ho: There is no relationship between perceived ease of use and customer attitude towards
online banking.
H1: There is a relationship between perceived ease of use and customer attitude towards
online banking.
Hypothesis 3:
Ho: There is no relationship between security and privacy and customer attitude towards
online banking.
H1: There is a relationship between security and privacy and customer attitude towards
online banking.
Hypothesis 4:
Ho: There is no relationship between customer adaptation and customer attitude towards
online banking.
H1: There is a relationship between customer adaptation and customer attitude towards
online banking.
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4.4 Conceptual framework
A conceptual framework providing relationship between perceived usefulness, perceived

ease of use, security and privacy and customer adaptation with online banking use in the
context of JBL is presented below:
Perceived usefulness
Perceived ease of use
Security and privacy Customer Attitude
Customer adaptation
Chart-4: Conceptual Framework of the study
4.5 Online Banking
Online banking, also known as internet banking, e-banking or virtual banking, is an electronic
payment system that enables customer of a bank or other financial institution to conduct a
range of financial transactions through the financial institution‘s website. The online banking
system will typically connect to or be a part of the core banking system operated by bank and
is in contrast to branch banking which was the traditional way customers accessed banking
service.
4.5.1 Definition of Online Banking
Banking is no longer bound to time and geography. Customers over the world have
relatively easy access to their accounts, 24 hours per day, and seven days a week. The
author further argued that, with internet banking services, the customers who felt that
branch banking took too much time and effort are now able to make transactions at the
click of their fingers.
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Numerous factors including competitive cost, customer service, and demographic

considerations are motivating banks to evaluate their technology and assess their
electronic commerce and Internet banking strategies. Many researches export rapid
growth in customers using online banking products and services. Evaluating a bank‘s data
on the use of their Web sites, may help examiners determine the bank‘s strategic
objectives, how well the bank is meeting its Internet banking product plan, and whether
the business is expected to be profitable studies show that competitive pressure is the
chief driving force behind increasing use of Internet banking technology, ranking ahead
of cost reduction and revenue enhancement, in second and third place respectively. Banks
see Internet banking as a way to keep existing customers and attract new ones to the bank.
National banks can deliver banking services on the Internet at transaction costs far lower
than traditional brick-and-mortar branches. The actual cost to execute a transaction will
vary depending on the delivery channel used. National banks have significant reasons to
develop the technologies that will help them deliver banking products and services by the
most cost-effective channels.
4.6 Variable of Online Banking
The followings variables should be considered as variables of online banking-
Automated Teller Machine (ATM)
An automated teller machine (ATM) is a computerized telecommunications device that

provides a financial institution‘s customers with a method of financial transactions in a public
space without the need for a human clerk or bank teller.
Debit Card
A debit card is a plastic card which provides an alternative payment method to cash while
making purchase. The amount of a transaction is typically displayed on a card reader, after
which the customer swipes the card then enters their PIN number (an attendant must swipe
gift cards at gas stations). There is usually y a short delay while the EFTPOS (Electronic
Funds Transfer at Point of Sale) terminal contacts the computer network (over a phone line or
mobile connection) to verify‘ and authorize the transaction.
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Credit Card
A credit card is a system of payment named after the small plastic card issued to users of the
system. A credit card is different from a debit card in that it does not remove money from the
user‘s account after every transaction. In the case of credit cards, the user lends money to the
consumer (or the user). It is also different from a charge card (though this name is sometimes
used by the public to describe credit cards), which requires the balance to be paid in full each
month. In contrast, a credit card allows the consumer to ‗remove‘ their balance, at the cost of
having interest charged.
Point of Sale (POS)
POS is an abbreviation for point of sale (or point-of-sale, or point of service). This can mean
a retail shop, a checkout counter in a shop, or a variable location where a transaction occurs
in this type of environment. Additionally, point of sale sometimes refers to the electronic cash
register system being used in an establishment. Point of sale system are used in restaurants,
hotels, stadiums, casinos, as well as retail environment in short, if something can be sold, it
can be sold, it can be sold where a point of sale system is in use.
Check Transaction
Check transaction is such a service in which a financial institution does not return the rejected
checks with the monthly statement to their customers, rather they provide statement of
rejected checks with the monthly statement. The banks store the rejected checks for a certain
period (usually 90 days).
Home Banking
At first, banks introduced Telephone Bill Payment (TBP) system so that customers could be
able to do their banking activities from their home. The next version of home banking was
Video Home Banking (VHB). The internet is expected to be a major factor in home banking.
Retail Automated Clearing House Service
The Automated Clearing House (ACH) is an electronic network for financial transactions.
ACH process large volumes of both credit and debit transactions which are originated in
batches. ACH credit transfers include direct- deposit payroll payments and payments to
contractors and vendors.
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Wire Transfer
Wire transfer is a process which ensures fast and appropriate timing of fund transfer from the
sender to the recipient. This kind of transfer of money could be either within the country or
abroad. Funds are transferred under the following network.
Corporate Automated Clearing House
The Automated Clearing House (ACH) is an electronic network for financial transactions.
ACH processes large volumes of both credit and debit transactions which are originated in
batches. Other retail and fiduciary products and services may include Balance inquiry, Funds
transfer, Downloading transaction, Bill presentment and payment, Loan application,
Investment activity and other value- added services.
4.7 Security of Online Banking
The security of a system is the extent of protection against some unwanted occurrence such
as the invasion of privacy, theft and the corruption of information or physical damage. As this
system is developed through the Internet there is a big chance for banking through our
system. Current browsers counter security threats with a network communication protocol
called Secure Sockets Layer (SSL). SSL is a set of rules that tells computers the steps to take
to improve the security level of communications. These rules are designed for the followings.
Encryption
This can also be quotes as Guards against eavesdropping. Encryption is the scrambling of
information for transmission back and forth between two points. When we send out a letter to
our friend, we communicate in a language that both of us understand. Since, our Language is
understood by thousands of other people also, if someone else gets hold of our letter, he will
not have any problem in understanding its contents.
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Decryption
Encryption refers to the encoding of information that a user sends over the Internet. If an
unauthorized party tries to read that, it would be impossible for them to read it. Decryption is
reserve technique of Encryption. After receiving encrypted data it is converted to original
data.
Secure Socket Layer
Secure socket layer (SSL) provides sound privacy protection by encrypting the channel of
communication between server and the customer. Using a mathematical formula, SSL puts
the information into a complex code. Even if information is intercepted, that would be
extremely difficult to read. So SSL‘s only role is to encrypt or decrypt message.
Authentication
Also called Guards against impersonation. However, these effects protect our data only
during transmission, That is, network security protocols do not protect our data before we
send it. Just as we trust merchants not to share our credit card information, we must trust the
recipients of our on-line data not to mishandle it.
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5.1 Introduction
IT- based banking has a major role to play in providing improved services to the valued
customers and stakeholders in today‘s competitive banking environment. The Bank has taken
various measures for automation of its functions and services. One of the major steps is
installation of fully integrated online core Banking Solution (T24 by Temenos). It began in
2010 with two pilot branches and now it has progressed further and as of December 2013,161
major branches of the throughout the country are operating using this software. It should be
mentioned that T24 software is rated as number one core banking software all over the world.
For this purpose, data center equipped with most modern hardware, database, connectivity
and all other facilities was established in Head office. Besides, a Disaster Recovery Site
(DRS) was rented in Mohakhali where a true replica of data center is established. The
hardware related to data center and DRS have been set up with a capacity to handle all the
online branches of the Bank. Again, to handle such a big customer base, Oracle database was
chosen. A wide Area Network (WAN) covering 161 branches was setup to facilitate online
services. Two redundant network lines were setup for all these branches. The core Banking
Software (CBS) has four major functional areas. These are:
Retail Module: All the functionalities of general banking like SB, CD, FDR, SND, APS,
ABS, DD, PO/ PS etc. are covered under this module.
Credit Module: All kinds of credit operation like CC, OD, consumer loan, staff loan, staff
loan are handled using this module.
Trade Finance: All activities relating to foreign exchange business can be handled under this
module.
Treasury Module: All treasury function i.e. security, money market, and investment are
covered under this module. Also, centralized Head Office GL is incorporated with Treasury
Module.
BACH & BEFTN
As part of the plan of Bangladesh Bank for automation of clearing payment system of the
country, Bangladesh Automated Clearing House (BACH) was introduced in the bank. The
two components of BACH-Bangladesh Automated Cheque Processing System (BACPS) &
Bangladesh Electronic Fund Transfer Network (BEFTN) are active in the bank. A total of
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312 branches of the bank in 70 clearing areas of the country have been brought under BACPS
successfully. For this purpose, hardware, MICR check scanner and network connectivity have
been established in each concerned location. For BACH operation, sophisticated centralized
software has been customized and installed which has facilitated the smooth operation of the
throughout the country.
SWIFT
Janata Bank Limited provides SWIFT (Society for Worldwide Inter-bank Financial
Telecommunication) facility in its 35 branches to offer services relating to foreign exchange /
foreign trade transactions (both import and export) and remittance.
e-GP
The Government of Bangladesh has introduced e-GP (Electronic Government Procurement)

program under CPTU (Central Procurement Technical Unit) of planning ministry. The
contractors of 4 organizations i.e. Roads & Highways, LGED, BWDB and REB can
participate in e-tendering by depositing their registration fee, renewal fee, tender document
fee, bank guarantee etc. from designated 86 branches of the bank all over Bangladesh. Proper
training on e-GP has been provides to a large number of employees of the bank. The bank has
voluntarily participated in e-GP program to meet its commitment to serve the nation.
Website
Janata Bank Limited has an informative website containing description of its various
products, services, annual accounts, citizen‘s charter and other up-to-date information about
the Bank. The website www. Janatabank.org serves as a primary source of information of the
bank. Current news on recruitment, tender etc. of the bank can also be found on this website.
ATM
In order to be up-to-date with the fast advancing information technology, Janata Bank limited
started ATM (Automated Teller Machine) service in 2002 for the clients which are known as
E-Cash Debit Card. With this, ATM Card holders are enjoying the benefit of 24 hours cash
withdrawal by paying a nominal annual service charge. Currently, JBL has been providing
this service using 225 shared ATM booths throughout the country in collaboration with AB
Bank Ltd. To run ATM service by JBL‘s own source & management, initiatives have been
taken. After scrutinizing the viabilities, in the first phase, JBL plans to start 100 ATM booths
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in different branches & prominent places of which 41 booths will be in Dhaka city and 12
booths will be in Chittagong. Besides, JBL plans to enrich ATM booth service consisting
Visa Card, Master Card and Credit Card facilities.
Introduction of Mobile banking
JBL is planning to offer some transaction facilities through mobile set. As most of the
population of Bangladesh in un-banked, our bank is going to implement a system to launch
mobile banking soon to bring non-bank population into the banking channel. With this
facility any person having a mobile will be able to use his number as bank account. The
facilities of mobile banking will be:
 Cash Deposit
 Cash withdrawal
 Fund Transfer to another Mobile Account
 Utility Bill Payment
 Receive Remittance from Home and Abroad
 Salary Payment
 Disbursement of Government Allowances
 Merchant Payment
 Balance Enquiry
Introduction of Agent Banking
Janata Bank Limited in association with DOER has planned to extend its financial services to
unbanked and under banked areas of Bangladesh through agents or CSPs (Customer Service
Provider) in a bid to achieve ‗Financial Inclusion‘ goal of the nation. The project would run
under the ‗Agent Banking Draft Guideline‘ that has recently been formulated by Bangladesh
Bank. Agent banking model would help to achieve the following:
 Lowering transaction costs both for the customers and bank.

 Help cover a large geographical area with minimum cost.
 Cutting administrative overhead off.
 Creating financial awareness
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Online CIB
Reporting MIS Division of the Bank receives previous months CIB information sent from
related branches through zonal offices in online within 10th of the month. MIS Division
verifies the accuracy of the information and after consolidating the information sends to
Bangladesh Bank in online within 20th of the month. Corporate branches directly send CIB
information and inquiry forms to MIS Division. The number of CIB information received by
JBL from Bangladesh Bank server and sent to related branches from January to December
2013 are almost 40,000.
5.2 Most Lucrative services of JBL
Electronic Money (E-Money): Electronic money (also known as e-currency, e-money,

electronic cash, electronic currency, digital money, digital cash or digital currency) refers to
money or scrip which is only exchanged electronically. Typically, this involves the use of
computer networks, the internet and digital stored value systems. Electronic Funds Transfer
(EFT) and direct deposit are all examples of electronic money. Also, it is a collective term for
financial cryptography and technologies enabling it.
Credit Cards: Credit Card can be called as an equivalent of a loan sanctioned by the bank to
its customers. Credit card facilitates and makes it possible to ―Use First and Pay Later‖ the
specified amount of credit as per the agreed terms of sanction. This card facilitates the
cardholder to purchase goods and services from the merchant establishments and shops
through the collaborating credit card companies like VISA, MasterCard, Maestro, and Cirrus.
Debit Cards: A Debit Card provides for internet electronic payment like Credit Card but
from savings or current accounts of the cardholder for purchases. This card is a deposit access
product where cardholder uses his own money in his bank account through the debit card on
the principle of ―Pay First and Use Later‖. Debit card contains the symbol or hologram of
collaborating company such as VISA, MasterCard, Maestro and Cirrus etc.
ATM Cards: ATM Card can be used to withdraw money, deposit money, balance enquires,
deposit bills in the account. The cardholder must maintain a savings bank account or current
account with the bank. On issuance of card, the cardholder is intimated a four digit secret
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Personal Identification Number (PIN). The cardholder is always required to maintain safely
the PIN to prevent fraudulent activity.
Automated Teller Machines (ATM): Full elaboration of ATM is ―Automated Teller

Machine‖ which acts like a teller point in bank who takes and gives money over the counter.
ATM is same as teller point but it run automatically through identity like card and password.
It does not need any slip or Cheque but it is very much based on A/C holder‘s ATM card and
it‘s Password. Those who are entitled for ATM card, bank has provided them a password
against every single card. This is like a debit card. People can deposit their money in a bank
account and they have entitled withdraw their money through ATM card, which is applicable
for 24 hours a day and 365 days in a year.
Point of Sales: Point of sale (POS) or checkout is the location where a transaction occurs. A
"checkout" refers to a POS terminal or more generally to the hardware and software used for
checkouts, the equivalent of an electronic cash register. A POS terminal manages the selling
process by a salesperson accessible interface. The same system allows the creation and
printing of the voucher.
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5.3 Functional Services of JBL
In true sense internet banking is still absent in Bangladesh. Banks are providing banking
services via internet that includes-
Account Summary: The Customer will be able to view the list of Current, Saving, Term
Deposit and Loan accounts with the current balance.
Account Details: The Customer can choose a particular account and see the account details
including unclear fund, limit, interest accrued etc.
Account Activities: The customer can see or print his transaction activity in a given account
for a particular period.
Electronic Fund Transfer: The customer can transfer funds from one of his accounts to
another of his accounts within the bank.
Standing Instructions: The customer can setup, modify or delete standing instructions for
transferring fund from one of his account to another account (his account or 3rd party).
Open/Modify Term Deposit: The customer can open a term deposit by transferring funds
from one of his current or savings accounts with the bank. He can also modify the TD and
redeem / part-redeem it.
Loan Repayments: The customer can make payment of the loan installment from his
CASA account.
Statement Request: The customer can make a request for account statement for a required
period. The bank will manually service this request.
Cheque Book Request: The customer can make a request for a Cheque book.
Cheque Status Inquiry: The customer can choose an account and enter the Cheque no for
which the status should be viewed.
Stop Payment Cheque: The customer can mark his Cheque leaf as stop payment.
Interest Rate Inquiry: The customer can query on the interest rates on CASA & Term
Deposit Products.
Foreign Exchange Rate Inquiry: The customer can query on the Foreign Exchange (FX)
Rates using this function.
Refill Pre-Paid Card: The customer can buy a refill number for his pre-paid mobile phone or
ISP link.
Change Password: The customer can change his Internet Banking Password using this
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5.4 Online Banking Security of JBL

To keep security of customer JBL and all banks follow the curricular, as like it‘s one of the
biggest attractions of Internet as an electronic medium is its openness and Freedom. It is a
public domain and there is no restriction on who can use it as long as one adheres to its
technical parameters. This has also given rise to concerns over the Security of data and
information transfer and privacy. These concerns are common to any network including
closed user group networks. . It will be sufficient to say here that the key components of such
concern are
(I) Authentication, viz., assurance of identity of the person in deal,
(ii) Authorization, viz., a party doing a transaction is authorized to do so,
(iii) The privacy or confidentiality of data, information relating to any deal,
(iv) Data integrity, viz., assurance that the data has not been altered and,
(v) Non repudiation, viz., a party to the deal cannot deny that it Originated the
communication or database.
5.5 Types of risks associated in Online banking of JBL
A major driving force behind the rapid spread of internet banking all over the world is its
acceptance as an extremely cost effective delivery channel of banking services as compared
to other existing channels and its applying same condition in Bangladesh. However, Internet
is not an unmixed blessing to the banking sector. Along with reduction in cost of transactions,
it has also brought about a new orientation to risks and even new forms of risks to which
banks conducting o-banking expose themselves. Regulators and supervisors all over the
world are concerned that while banks should remain efficient and cost effective, they must be
conscious of different types of risks this form of banking entails and have systems in place to
manage the same. An important and distinctive feature is that technology plays a significant
part both as source and tool for control of risks. Because of rapid changes in information
technology, there is no finality either in the types of risks or their control measures. Both
evolve continuously. The thrust of regulatory action in risk control has been to identify risks
in broad terms and to ensure that banks have minimum systems in place to address the same
and that such systems are reviewed on a continuous basis in keeping with changes in
technology.
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Operational Risk:
Operational risk, also referred to as transactional risk is the most common form of risk
associated with I-banking. It takes the form of inaccurate processing of transactions, non-
enforceability of contracts, compromises in data integrity, data privacy and confidentiality,
unauthorized access / intrusion to bank‘s systems and transactions etc. Such risks can arise
out of weaknesses in design, implementation and monitoring of banks‘ information system.
Besides inadequacies in technology, human factors like negligence by customers and
employees, fraudulent activity of employees and crackers / hackers etc. can become potential
source of operational risk. Often there is thin line of difference between operational risk and
security risk and both terminologies are used interchangeably.
Security risk:
Internet is a public network of computers which facilitates flow of data / information and to
which there is unrestricted access. Banks using this medium for financial transactions must,
therefore, have proper technology and systems in place to build a secured environment for
such transactions. Security risk arises on account of unauthorized access to a bank‘s critical
information stores like accounting system, risk management system, portfolio management
system, etc. A breach of security could result in direct financial loss to the bank. For example,
hackers operating via the Internet could access, retrieve and use confidential customer
information and also can implant virus. This may result in loss of data, theft of or tampering
with customer information, disabling of a significant portion of bank‘s internal computer
system thus denying service, cost of repairing these etc. Other related risks are loss of
reputation, infringing customers‘ privacy and its legal implications etc. Thus, access control
is of paramount importance. Controlling access to banks‘ system has become more complex
in the Internet environment which is a public domain and attempts at unauthorized access
could emanate from any source and from anywhere in the world with or without criminal
intent. Attackers could be hackers, unscrupulous vendors, disgruntled employees or even pure
thrill seekers. Also, in a networked environment the security is limited to its weakest link. It
is therefore, necessary that banks critically assess all interrelated systems and have access
control measures in place in each of them. In addition to external attacks banks are exposed to
security risk from internal sources e.g. employee fraud. Employees being familiar with
different systems and their weaknesses become potential security threats in a loosely
controlled environment. They can manage to acquire the authentication data in order to
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access the customer accounts causing losses to the bank. Unless specifically protected, all
data / information transfer over the Internet can be monitored or read by unauthorized
persons. There are programs such as ‗sniffers‘ which can be set up at web servers or other
critical locations to collect data like account numbers, passwords, account and credit card
numbers. Data privacy and confidentiality issues are relevant even when data is not being
transferred over the net. Data residing in web servers or even banks‘ internal systems are
susceptible to Corruption if not properly isolated through firewalls from Internet. The risk of
data alteration, intentionally or unintentionally, but unauthorized is real in a networked
environment, both when data is being transmitted or stored. Proper access control and
technological tools to ensure data integrity is of utmost importance to banks. Another
important aspect is whether the systems are in place to quickly detect any such alteration and
set the alert. Identity of the person making a request for a service or a transaction as a
customer is crucial to legal validity of a transaction and is a source of risk to a bank. A
computer connected to Internet is identified by its IP (Internet Protocol) address. There are
methods available to masquerade one computer as another, commonly known as ‗IP
Spoofing‘.
Money laundering risk
As Internet banking transactions are conducted remotely banks may find it difficult to apply
traditional method for detecting and preventing undesirable criminal activities. Application of
money laundering rules may also be inappropriate for some forms of electronic payments.
Thus banks expose themselves to the money laundering risk.
Liquidity Risk
Arises out of a bank‘s inability to meet its obligations when they become due without
incurring unacceptable losses, even though the bank may ultimately be able to meet its
obligations. It is important for a bank engaged in electronic money transfer activities that it
ensures that funds are adequate to cover redemption and settlement demands at any particular
time. Failure to do so, besides exposing the bank to liquidity risk, may even give rise to legal
action and reputational risk.
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Credit risk
Is the risk that a counter party will not settle an obligation for full value, either when due or at
any time thereafter. Banks may not be able to properly evaluate
The credit worthiness of the customer while extending credit through remote banking
procedures, which could enhance the credit risk. Presently, banks generally deal with more
familiar customer base. Facility of electronic bill payment in Internet banking may cause
credit risk if a third party intermediary fails to carry out its obligations with respect to
payment.
5.6 Online Banking Problems of JBL
 Lack of infrastructure:
In JBL banking systems, IT and infrastructure is not as well so good and developed. JBL has
no digital database system and service is also underlined. Because of this, customers will not
get right service and maintenance to their account service with securely.
Unavailability of ATM Booth:

There is scarcity of ATM booth in all places. It creates high dissatisfaction in customer mind.
Shortage of fund in ATM Booth:

Most people complain that there is low money reserve in ATM Booth sometimes they find
empty.
High service charge:

Online Banking charge is too high and it is still out of reach among the middle class and
lower class family.
 Technological problem:
There are some technological problem such as show empty of own account money, PIN code
rejection, Database cannot be support in the system etc.
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 Shortage of Branch:
Branches are not available so especially business people face problems.
Securities problem:
Some people cannot rely on online banking. They feel less security on online Banking.
User of online banking:

Number of user is low rather than other bank user on online banking.
Limited Areas:
This bank provides online banking service in some specific areas.
Training and Development:

Employees are not well trained in online banking.
Lack of knowledge of use:

For carrying out Internet banking properly, a basic knowledge of computers and the Internet
is required, which limits the number of people willing to avail this facility. Many people, who
are not comfortable with computers and the Internet, often find it difficult to use Internet
banking. Therefore, for beginners, Internet banking is really time-consuming. In addition to
this, people also find a difficulty in trusting a completely mechanized system like Internet
banking, in case of financial matters. In many instances, a simple mistake, like
clicking a wrong button, may create a big problem.
 Problem of integration:
Problems are also listed in the availability of system integration in the process.
Incompatibility between e banking applications and legacy systems means that most banks
require middle wear to integrate these systems. System integrations has been and is still, to
some extant a key barrier in e banking. Shortcomings the technologist infrastructure is often
the biggest problem and also here include integrations of system.
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5.8 SWOT Analysis

To find out the rationality of a product we must perform a SWOT analysis of this products
and services. These will analysis the strength, weakness, opportunity and threats of the
particular services or product. To analysis the performance of internet banking of JBL we the
following analysis is considered.
Strengths
1) JBL has made consortium with other banks through Q-cash and provided a combined
ATM service. Therefore customers are able to use the ATM of other banks made consortium
with JBL.
2) Real time online banking and use of OMIS as ERP brought a new dimension in the field of
internet banking of JBL.
3) A well-constructed website with necessary information attracts customers to get involved
with JBL.
4) Low operational cost to provide banking service.
Weakness
1) Small number of ATM available by the bank of its own.
2) Lack of services available by JBL.
3) Lack of skilled manpower in this field of banking
Opportunities
1) Number of the user of internet banking is increasing day by day.
2) Technologies and expertise are increasing in the ICT sector.
3) Cost of internet is reducing as a result of technological development.
4) Government is making rules and regulations and necessary security steps to reduce
security threats.
Threats
1) Recent criminal attacks on ATM reduce the reliability of the customers.
2) The hackers are also threat to the internet banking. Where the internet banking password
and information are not secured the security of money is at risk.
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6. Analysis:
After gathering the data, I have entered them in SPSS. These entered dates have been
analyzed by some of SPSS tools which are characteristic evaluation of respondents,
descriptive statistics, frequency analysis, correlation analysis, regression analysis and
hypothesis test.
6.1 Preparation of Descriptive Statistic Result:
N Mean Std. Deviation
Perceived Usefulness 50 4.0000 .29881

Perceived Ease of use 50 3.7900 .39885
Safety and Privacy 50 4.4500 .15152
Customer Adaptation 50 4.0533 .39475
Customer Attitude 50 4.4750 .23824
Valid N (list wise) 50
Table-6: Descriptive statistic result
Mean scores have been computed by equally weighting the mean scores of all the items. On a
five- point scale, the mean score for perceived usefulness was 4.00 (sd = 0.298) indicating
that consumers perceive electronic banking service to be very useful which has improved the
way of managing daily banking tasks. The mean score for perceived ease of use was 3.79 (SD
= 0.398). It suggests that the customers perceive that the system is easy to use and it is not
difficult to understand, learn or operate. The mean score for security and privacy was 4.45
(SD = 0.151). It implies that the customers perceive that the online banking system to be very
secure. The mean score for customer adaptation is 4.05 (SD = 0.394). It implies that the
customers have the intention of using the online banking system. The mean score for
customer attitude is 4.47 (SD = 0.238). It suggests that these customers have positive attitude
towards the online banking system.
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6.2 Frequency Analysis:
The frequency analysis is basically done in order to find out what percentage of the
respondents answered to a specific question. In the frequency analysis part, all of the
questions were analyzed and interpreted accordingly. These are as follows-
1) Do you have any bank account?
Frequency Percent Valid Percent Cumulative

Percent
Valid yes 50 100.0 100.0 100.0
(Source: Sample Survey, June & July, 2017)
Do you have any bank account
Yes
100%
Interpretation:
The total numbers of responses are 50. From the frequency analysis above it is observed that
a total percentage of the respondents were agreed to the statement that is 100%. Students,
customers and employees I surveyed all have bank account in the Janata Bank Limited.
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2) Which type of banking system do you prefer most?

Percent
Valid Online 50 100.0 100.0 100.0
Which type of banking system

do you prefer most?
Online
100%
Interpretation:
a total percentage of the respondents were agreed to the statement that is 100%. All of the
respondents replied that they prefer online banking system rather than traditional banking
system. From this statement we can realize that in this changing world customer attitude
towards online banking has been changing.
Page | 42
3) Perceived Usefulness
a) Usage of new technology enhances the quality of services

Percent
Valid Agree 29 58.0 58.0 58.0
Highly 21 42.0 42.0 100.0
Agree
Total 50 100.0 100.0
Usage of new technology

enhances the quality of services
Agree
Highly Agree
Interpretation:
a greater percentage of the respondents were agreed to the statement that is 58% where 42%
were strongly agreed with this statement. From this we can realize that increasing usage of
technology can enhance the quality of services which is very important in this competitive
business world.
Page | 43
b) More innovative and user friendly technology

Percent
Valid Neutral 8 16.0 16.0 16.0
Agree 27 54.0 54.0 70.0
Highly 15 30.0 30.0 100.0
Agree
Total 50 100.0 100.0
More innovative and user friendly

technology
Neutral
Agree
Highly Agree
Interpretation:
were strongly agreed with this statement. 16% respondents were neutral with this statement.
From this result we can understand that customers are satisfied with the innovative and user
friendly technology of the online banking system.
Page | 44
c) Obtaining information on financial advice

Percent
Valid Neutral 17 34.0 34.0 34.0
Agree 33 66.0 66.0 100.0
Total 50 100.0 100.0
Interpretation:
were neutral with this statement. From this frequency we can say that through online banking
system customers get more useful information about financial activities which are very
helpful to make any kind of decision.
Page | 45
d) Helpful to check bank balances, applying for loan, paying utility bills
etc.
Frequenc Percent Valid Cumulative

y Percent Percent
Vali Agree 17 34.0 34.0 34.0
d Highly 33 66.0 66.0 100.0
Agree
Total 50 100.0 100.0
Interpretation:
were strongly agreed with this statement.
From the reply of the respondents it is observed that online banking system is very helpful
to check bank balances, applying for loan, paying utility bills etc.
Page | 46
4) Perceived Ease of Use
a) Need minimum effort

Percent
Valid Neutral 24 48.0 48.0 48.0
Agree 26 52.0 52.0 100.0
Total 50 100.0 100.0
Need minimum effort
Neutral
Agree
Interpretation:
were neutral with this statement.
We know that online based activities need minimum effort than manual activities. Besides it
is a time saving factor in this busy and rapid changing environment.
Page | 47
b) Easy to fund transfer

Percent
Valid Agree 26 52.0 52.0 52.0
Highly 24 48.0 48.0 100.0
Agree
Total 50 100.0 100.0
Interpretation:
Page | 48
c) Easy internet access

Percent
Valid Neutral 29 58.0 58.0 58.0
Agree 21 42.0 42.0 100.0
Total 50 100.0 100.0
Easy internet access
Neutral
Agree
Interpretation:
were neutral with this statement.
Page | 49
d) Understandable to the customer

Percent
Valid Disagree 2 4.0 4.0 4.0
Neutral 9 18.0 18.0 22.0
Agree 39 78.0 78.0 100.0
Total 50 100.0 100.0
Understandable to the customer
Disagree
Neutral
Agree
Interpretation:
were strongly agreed and 4% were disagree with this statement.
Page | 50
5) Security and Privacy
a) Consumers have a weak understanding on online banking security risk

Percent
Valid Agree 26 52.0 52.0 52.0
Highly 24 48.0 48.0 100.0
Agree
Total 50 100.0 100.0
Interpretation:
Page | 51
b) Privacy issues have proven important barriers to use online banking

y Percent Percent
Vali Agree 29 58.0 58.0 58.0
d Highly 21 42.0 42.0 100.0
Agree
Total 50 100.0 100.0
Interpretation:
Page | 52
6) Customer Adaptation
a) Customers are aware about the activities and system of online banking

Percent
Valid Neutral 17 34.0 34.0 34.0
Agree 23 46.0 46.0 80.0
Highly Agree 10 20.0 20.0 100.0
Total 50 100.0 100.0
Customers are aware about the

activities and system of online
banking
Neutral
Agree
Highly Agree
Interpretation:
were strongly agreed and 34% were neutral with this statement.
Page | 53
b) Bank provides needed information and instructions to ensure proper

utilization of technology

y Percent Percent
Vali Neutral 8 16.0 16.0 16.0
d Agree 23 46.0 46.0 62.0
Highly 19 38.0 38.0 100.0
Agree
Total 50 100.0 100.0
Interpretation:
Page | 54
c) This system has adaptability with the demands of customers.
Frequency Percent Valid Cumulative

Percent Percent
Vali Neutral 10 20.0 20.0 20.0
d Agree 26 52.0 52.0 72.0
Highly 14 28.0 28.0 100.0
Agree
Total 50 100.0 100.0
Interpretation:
Page | 55
7) Customer Attitude
a) Customer has positive attitude to the online banking

Percent
Valid Agree 25 50.0 50.0 50.0
Highly 25 50.0 50.0 100.0
Agree
Total 50 100.0 100.0
Interpretation:
Page | 56
b) Attracting new customers

y Percent Percent
Vali Agree 20 40.0 40.0 40.0
d Highly 30 60.0 60.0 100.0
Agree
Total 50 100.0 100.0
Interpretation:
Page | 57
c) Satisfied with the provided services

Percent
Valid Agree 29 58.0 58.0 58.0
Highly 21 42.0 42.0 100.0
Agree
Total 50 100.0 100.0
Interpretation:
Page | 58
d) Online banking is Reliable

y Percent Percent
Valid Agree 31 62.0 62.0 62.0
Highly 19 38.0 38.0 100.0
Agree
Total 50 100.0 100.0
Online banking is Reliable
Agree
Highly Agree
Interpretation:
Page | 59
6.3 Correlation Analysis
Correlations
Perceive Perceived Safety Customer Customer

Ease of use and
Usefulness Adaptation Attitude
Privacy
Perceived Pearson 1 .535 .225 .389 .448

Correlation
Usefulness
Sig.(2-tailed) .000 .116 .005 .001
N 50 50 50 50 50
Perceived Pearson .535** 1 .076 .397** .950

Correlation
Ease of use
Sig.(2-tailed) .000 .600 .004 .000
N 50 50 50 50 50
Safety and Pearson .225 .076 1 .216 .035

Correlation
Privacy
Sig.(2-tailed) .116 .600 .132 .808
N 50 50 50 50 50
Customer Pearson .389** .397** .216 1 .521

Correlation
Adaptation
Sig.(2-tailed) .005 .004 .132 .000
N 50 50 50 50 50
Customer Pearson -.448** .950** .035 .521 1

Correlation
Attitude
Sig.(2-tailed) .001 .000 .808 .000
N 50 50 50 50 50
**. Correlation is significant at the 0.01 level (2-tailed).
Table-7: Correlation Result
Page | 60
Simple Correlation Coefficient (r):
 A quantitative measure of the direction and strength of linear relationship.

 The Karl Pearson‘s correlation coefficient (r) is defined
as: r 
Cov( X , Y )

 XY  nXY
V ( X ) V (Y ) [ X 2  nX ] [ Y
2 2
 nY 2 ]
 Pearson‘s correlation coefficient (r) is a measure of linear association, but if the

relationship is not linear, Pearson‘s correlation coefficient is not an appropriate
statistic for measuring their association.
Interpretation:
The range of correlation coefficient(r) is -1 to +1.

 r = -1 means perfect negative relationship.
 r = +1 means perfect positive relationship.
 r = 0 means no linear relationship
A correlation analysis was conducted on all the variables to explore the relationship
among the variables. The bivariate correlation procedure was subject to a two tailed of
statistical significance at two different levels: highly significant (p<.01) and significant.
The result of correlation analysis for all the variables is shown in Table 2. It examines the
relationship among perceived usefulness, perceived ease of use, security and privacy,
customer adaptation and customer attitude. The variable, weakly and significantly
correlated with customer attitude towards online banking, was perceived usefulness (r =
.448, p< .01). Perceived ease of use was found to be correlated with customer attitude
towards online banking (r = .950, p< .01). The variable significantly and moderately
negatively correlated with security and privacy and customer attitude towards online
banking (r = .035, p< .01). There was significant moderate positive relationship between
customer adaptation and customer attitude towards online banking (r = .521, p< .01).
Page | 61
6.4 Regression Analysis:
Model Summary
Model R R Square Adjusted R Square Std. Error of the
Estimate
1 .968a .937 .931 .06258
a. Predictors: (Constant), Customer Adaptation, Safety and Privacy, Perceived Ease
of use, Perceived Usefulness
Table-8: Model Summary of Regression
ANOVAa
Model Sum of df Mean F Sig.
Squares Square
1 Regressio 2.605 4 .651 166.30 .000b
n 3
Residual .176 45 .004
Total 2.781 49
a. Dependent Variable: Customer Attitude
b. Predictors: (Constant), Customer Adaptation, Safety and Privacy, Perceived Ease
of use, Perceived Usefulness
Table-9: ANOVA
Page | 62
Coefficientsa
Model Unstandardized Standardiz t Sig.
Coefficients ed
Coefficien
ts
B Std. Beta
Error
1 (Constant) 2.818 .322 8.753 .000
Perceived -.097 .058 -.122 -1.679 .010
Usefulness
Perceived Ease of .467 .043 .782 10.83 .000
use 7
Safety and Privacy -.086 .063 -.055 -1.381 .017
Customer .163 .039 .270 4.160 .000
Adaptation
a. Dependent Variable: Customer Attitude
Table-10: Coefficient of Regression.
Page | 63
Interpretation of the Results
Comment on significance:
 Here p-value for β = 0.010
Since P-value < 0.05 (Perceived usefulness), we may reject the null hypothesis at 5% level of
significance and we may conclude that β not equal to 0. That means perceived usefulness has
a great impact on customer attitude towards online banking.
Since P-value < 0.05 (Perceived ease of use), we may reject the null hypothesis at 5% level of
significance.
Since P-value < 0.05 (Security and privacy), we may reject the null hypothesis at 5% level of
significance. We may conclude that β not equal to 0. That means security and safety has a
great impact on customer attitude towards online banking
Since P-value < 0.05 (Customer Adaptation), we may reject the null hypothesis at 5% level of
significance.
Page | 64
6.5 Assessment of the hypotheses
Hypothesis 1
There is a significant relationship between perceived usefulness and customer attitude

towards online banking in JBL which was found to be positive (r = .448, p< .01). Therefore,
the result we derived from correlation analysis rejects the null hypothesis and satisfies the
alternative hypothesis.
Hypothesis 2
There is a significant relationship between perceived ease of use and customer attitude
towards online banking in JBL which was found to be highly positive (r =. 950, p< .01).
Therefore, the result we derived from correlation analysis rejects the null hypothesis and
satisfies the alternative hypothesis.
Hypothesis 3
There is a significant relationship between security and privacy and customer attitude towards
online banking in JBL which was found to be moderately positive (r = .035, p < .01).
Therefore, the result we derived from correlation analysis rejects the null hypothesis and
satisfies the alternative hypothesis.
Hypothesis 4
There is a significant relationship between customer adaptation and customer attitude toward
online banking which was found to be moderately positive (r = .521, p< .01). Therefore, the
result we derived from correlation analysis rejects the null hypothesis and satisfies the
alternative hypothesis.
Page | 65
6.6 Findings
A comprehensive analysis was done for the data gathered from the survey results. The graphs
and tables show the trends of attitude of customers to wards online banking. There are some
major aspects which are found from the data analysis. These major points are as follows:
 Technological Up-gradation: There is a touch of technological up gradation in the

financial sector at the last decade. Janata bank is not lagging behind from accepting
the newer from of technological banking system called online banking. It is gradually
enriching its technological sector and adopting online banking system.
 Change in Customers’ Test: The change of customers‖ test is keeping pace with the
change of time and technology. Previously customers were used to with the traditional
banking system. But at present customers want fast and prompt service at their
convenient place.
 Increasing Rate of Mobility: With the blessing of transportation system, the mobility
of the financial customers is also increasing day by day. So the demand of traditional
banking system is decreasing day by day and customers are adopting newer from of
banking system.
 Increasing Rate of the Security: traditional, paper based banking system was not
very much secured. But at present the customers‘ account is highly password of pin
code protected. Customers can maintain the privacy of themselves. So the faith on
online banking is growing day by day.
 Strong Co-relation among the Attributes: All the attributes related to online
banking are closely co-related. The change of one attribute affects the others
positively or negatively. For example, if the risk rate increases, customers‘ faith and
satisfaction will also decrease.
 Effective Banking system: Online banking system is an effective banking system.
Customers are very much positive about online banking system. As this is a newer
from of banking system, it takes time for customer adoptability.
Page | 66
6.2 Recommendations
Online banking is the concept of twenty first century. Some of the private banks previously
adopted online banking. Public banks are recently adopting the online banking to keep with
the advanced technology and speedy world. Janata Bank Limited is one of the prominent and
well-reputed banks in public banking network. JBL is trying to cover all the branches of it
under online banking network. Some recommendations for JBL as follows in the journey of
adopting new technology,
 Employee Training Program (ETP): There are many employees who are used to
with the traditional banking system. The employees should be well trained and hold
vast knowledge about online banking.
 Customer Training Program (CTP): To reduce the confusion of difficulty from the
mind of customer, JBL should arrange workshop in the different parts of Bangladesh.
This is a self-banking system. So customers should be well trained.
 Arranging Motivational Program: proper motivation should be provided by the
JBL to encourage the customers as well as the employees regarding online banking.
All the people associated with online banking should be easy going with this newer
from of banking system.
 Ensure Efficiency: JBL should ensure speed of the service to the mass people. By
reducing error and risk rate the dependability of the customers can be increased. JBL
should reduce the time consumption of the increase the efficiency of it.
 Degree of Easiness: The software which is used for online banking system should be
easy to conduct. The degree of easiness should be ensured to increase customer
satisfaction base.
 User Friendly Banking Policy: The banking policy should be user friendly. If there
is any complexity in banking system, customers can get discouraged.
Page | 67
6.3 Conclusion
Online banking is the buzz word of the present banking era. The banking environment around
the world is on the way to change by following the footprint of technological evolution. The
outlook of the customers is changing every day. They can perform all the activates of the
outside world. So it is the expectation of the time they will perform all the banking at any
time at anywhere within the shortest possible time. Online banking is the creation of newly
advanced technology.
Online banking can act according to the need of present customer-base. It ensures the speed,
mobility, time saving, user friendliness, dependability, and high satisfaction of the customers.
Customers get 24/7 service with the speedy mode of banking system. With the blessing of
online banking system, millions of transactions are performed through online.
Today 59% of the customers are satisfied with the online banking system. The satisfaction
rate of customer is growing day by day. The day is not so far when online banking will rule
over the total banking system.
This is the new window of opportunity for Janata bank Limited. If Janata Bank Limited can
cope with the pace of the modem world, it can grab the rising customer‘s base. It is
previously stated that 49% of the customer like the bank and Janata Bank Limited is one of
the prominent public bank in this sector. So, the faster JBL can adopt with the new
technological banking, the more profitable it will be in the near future.
Page | 68
Reference:
Books
 Bony, S., & Kabir, F. (2015). Practice of E-banking in commercial bank: An emprial
study in Bangladesh (1 st Ed.).Dhaka.
 Shamsuddoha (2012), M.Electronic Banking in Bangladesh (1st Ed.). Chittagong,
Bangladesh.
Journals and Publications
 Al-Amin, S., & Rahman, S. (2010). Application of Electronic Banking in Bangladesh:

An Overview. Bangladesh Research Publications Journal, 4(2), 172-184.
 Hasan, A., Baten, A., & Parveen, S. (2010). Adoption of e-Banking in Bangladesh:
An exploratory study. African Journal of Business Management, 4(13), 2718-2727.
 Rahman, M., Uddin, M., & Siddiqui, S. (2012). Problems and Prospects of E-Banking
in Bangladesh. International journal of Scientific and Research Publications, 2(7).
 Shamsuddoha (2011), M.Development of Electronic Banking in Bangladesh.
SSRN Journal.doi:10.2139/ssrn.1302296
Annual Reports
 Annual Reports of Janata Bank Limited 2015,2014 and 2013

 Several Booklets from Janata Bank Limited
Web Page
 www.bangladesh-bank.org
 http://bn.wikipedia.org/wiki/Janata Bank
 www.google.com
 www.investopedia.com/
 en.wikipedia.org/wiki/online Banking
Page | 69
Appendices:
Questionnaire on
“Customer Attitude towards Online Banking: A Study on Janata Bank Limited”
Dear, I, student of Department of Management Studies, Comilla University, am determined

to perform my internship under Janata Bank Limited, Kandirpar Branch, Comilla. You know
online banking system has added a new dimension in banking industry. This is a new window
of opportunity for banking sector. As an internship student, I am going to run a survey to
prepare an internship report on “Customer Attitude towards online Banking: A study on
Janata Bank Limited”.
This is my commitment that, this information only will be used for this report purpose
and all the information will remain confidential.
Name:…………………………………………..……………………………………………
Age:……………………………………………………………………………………………
Address:………………………………………………………………………………………
Occupation:……………………………………………………………………………………
Contact Number:………………………………………………………………………
E-mail:……………………………………………………………………
(Put  mark)
 Do you have any bank an account? a) Yes b) No

 Which type of banking system do you prefer most? a) Traditional b) Online
 How frequent do you check your account in a month?........................(Use
number)
Page | 70
Rank the attributes on the basis of online banking system (put mark)
Attributes 1 2 3 4 5
HD DN A HA
A) Perceived Usefulness
1) Usage of new technology enhances the quality of services.

2) More innovative and user friendly technology.
3) Obtaining information on financial advice.
4) Helpful to check bank balances, applying for loan, paying
utility bills etc.
B) Perceived Ease of Use
1) Need minimum effort
2) Easy to fund transfer
3) Easy internet access
4) Understandable to the customer
C) Security and Privacy
1) Consumers have a weak understanding on online banking
security risk
2) Privacy issues have proven important barriers to use online
banking
D) Customer Adaptation
1) Customers are aware about the activities and system of online
banking.
2) Bank provides needed information and instructions to ensure
proper utilization of technology.
3) This system has adaptability with the demands of customers.
E) Customer Attitude
1) Customer has positive attitude to the online banking.
2) Attracting new customers.
3) Satisfied with the provided services.
4) Online banking is Reliable.
Page | 71

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Customer Attitude towards Online Banking: A Study on Janata Bank Limited

1.1 Origin of the Study

1.2 Rationale of the Study

1.3 Objectives of the Study

 To highlight the facilities of online banking available in particularly in Janata Bank

1.4 Methodology of the Study

1.4.1 Research design

1.4.2 Firms Selection

1.4.3 Attributes Selection

 Preference of banking system

1.4.4 Sample Technique

1.4.5 Sampling Method

1.4.6 Types of Data

1.4.7 Data Collection Method and Procedures

1.4.8 Data Analysis Procedures

1.5 Scope of the Study

1.6. Limitations of the Study

 It was difficult to gather information required the convenience of this report.

2.1 Background of Janata Bank Limited

2.2 Organization profile of the JBL

2.2.1 JBL at a Glance

Name of Company Janata Bank Limited

Number of Branches 908

Authorized Capital BDT 30,000 Million

Table-1: Profile of Janata Bank Ltd.

2.3 Strategic objectives

Branches No. of Branches

Specialized Corporate Branch 02

Grade-1 Branch 205

Grade-2 Branch 223

Grade-3 Branch 273

Grade-4 Branch 102

Total Branches 908

Table-2: Branches of JBL

2.5 Green Banking

2.6 Correspondent Banking

2.7 Operational Network Diagram

Head GM Principal Regional Branch

Chart-1: Operational Network Diagram of JBL

2.8 Organizational Structure of JBL

Chart-2: Organizational Structure of JBL

3. Profile of JBL, Kandirpar Branch, Comilla

3.1 Starting of the Branch

3.2 Janata Bank Ltd. Kandirpar Corporate Branch at a Glance

Janata Bank Ltd. Kandirpar Corporate Branch

Branch Name Janata Bank Ltd. Kandirpar Corporate

Opening Date 25th December, 1968

Address Kandirpar, Comilla

Branch Code 0731

Opening as Corporate Branch 25-11-2015

Total Number of Employees 20

Table-3: Janata Bank Ltd. Kandirpar Corporate Branch at a Glance

3.3 Objective of the Branch

It was to maintain a huge number of objectives that are shown below—

 Provide customer satisfaction as much as possible

3.4 Department of this Branch

The following departments are available in this branch

 Account opening department

3.5 Organizational Structure of This Branch

Chart-3: Organizational Structure of JBL Kandirpar Branch, Comilla.

3.6 Advantages of this Branch

3.7 Target Customer of this Branch

3.8 Total Number of Account of this Branch

Name of the accounts Number of accounts