Chapter 1: Introduction

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1.1 Background of the report
As the population increases, competition in corporate sector is increasing gradually. To
survive in this growing competition, academic knowledge is not enough for a student. In order
to survive in the competition every student must learn about corporate culture. Internship is a
program that provides the opportunity to learn about corporate culture. As a student of BUBT
I have conducted my internship program in Janata Bank Limited Mirpur Section – 10 Branch
to complete my BBA program. During internship program, I have learned about corporate
activities and interacted with so many customers to learn about customer behavior and
customer satisfaction.

1.2 Significant of the report

For making this report I have assembled necessary information from Janata Bank Limited
Mirpur Section – 10 Branch when I was an intern for three months. I have also visited to
Janata Bank Limited website for more detailed information for the report. Then I have
surveyed on customers opinion, perception, belief, attitude towards Online Banking Services
of Janata Bank Limited. I have analyzed the answers of survey and after the analysis I have
also suggested few solutions based on the answers.

1.3 Scope of the report

The report is concerned with customer satisfaction on Online Banking Services of Janata Bank
Limited. During the internship program, I have worked on Online Banking Services of Janata
Bank Limited and also surveyed on customers outside & inside of the bank, by which I have
collected and assembled a lot of information. Therefore, this report may helpful for those who
seeking information about customer satisfaction on Online Banking Services of Janata Bank
Limited.

1.4 Objective of the report

The objective of the report is to measure customer satisfaction about online banking services
of Janata Bank Limited Mirpur Section – 10 Branch.

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1.5 Methodology of the report
Questionnaire and interview method are used in the report. The questionnaire section is
completed by the answers of the customers of Janata Bank Limited Mirpur Section – 10
Branch. The answers are converted into percentage so that it becomes easy to understand
about customer’s satisfaction.

1.5.1 Type of the report

This report is a descriptive type of research in nature and it’s administered by collecting both
primary and secondary data.
1.5.2 Source of data:
Primary and secondary data are the main sources of this report.
i. Primary source: Questionnaire survey
ii. Secondary sources: Official web site of the Janata Bank Ltd.

1.5.3 Sampling Plan

i. Population: All the customers of Janata Bank Limited Mirpur Section – 10 Branch are
the population of this study.
ii. Sampling element: Individual customer of Janata Bank Limited Mirpur Section – 10
Branch are the sampling element of this study.
iii. Sampling Procedure: Non – profitability convenience sampling procedure is used.
iv. Sample size: 20 customers are selected as sample.

1.6 Limitations
There will remain limitation in everything, because nothing is absolutely perfect on the earth.
Despite of limitation I spent a wonderful moment and learnt real life based experiences while I
was working as an internee in Janata Bank Limited Mirpur Section – 10 Branch. Limitations
are:
i. Web site of Janata Bank Limited is only source of secondary data.
ii. Officials of Janata Bank Limited Mirpur Section – 10 Branch and customers are not
available most of the time because of their regular job.
iii. The time of making report is inadequate.

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Chapter 2: Company Overview

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2.1 Company Profile
Janata Bank Limited, the 2nd largest State Owned Commercial Bank (SCB) in Bangladesh, is
playing pivotal role in overall financial activities of the country. The Bank emerged as ‘Janata
Bank’ by combining the erstwhile United Bank Limited and Union Bank Limited under the
Banks Nationalization Order (President’ Order – 26) of 1972 and was restructured as a limited
company in November, 2007. Since inception in 1972 the Bank has commendably contributed
to the socio – economic development of Bangladesh and helped structuring solid financial
ground of the country as well. Including 4 overseas branches in United Arab Emirates Janata
Bank runs its business with 913 branches country having a big family of around 11,966 ( as on
30.06.2019) employees with its head office located at JanataBhaban at Motijheel C/A, the
heart of the capital city, Dhaka. At the end of 2018 the Bank held Deposit BDT 675,548.48
million, Advance BDT 533,707.17 million with Authorized capital BDT 30,000 million and
Paid-up Capital BDT 23,140 million.

2.2 Vision
To become the effective largest commercial bank in Bangladesh to support social-economic
development of the country and to be a leading bank in South Asia.

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

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2.4 Organogram of Janata Bank Limited

Chairman

Managing Director

General Manager

Deputy GM

Assistant GM

Senior Principle Officer

Principle Officer

Senior Officer

Officer

Sub Accountant

Senior Clark

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2.5 SWOT Analysis of Janata Bank Limited
Strengths
 State owned bank
 Old and reputed
 Experienced management
 Strong financial condition
 Branches in business area
 Large amount of customers
 Easy loans & advances for the
people of villages.
Opportunity
 Expand geographically in
Bangladesh.
 Introducing new services as internet
banking, mobile banking
 Available ATM booths
Weaknesses
 Lack of marketing activities
 No internet banking
 Lack of available ATM booths
 Lack of qualitative customer
services
Threats
 Political instability of country
 Lack of flexibility to any change
 Reducing customers for other
commercial banks
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2.6 Products of Janata Bank Limited

Deposit Loans & Advances

 Current Deposit  Agriculture Loans

 Savings Deposit  Working Capital Loan
 Special Notice Deposit  Rural Credit
 Fixed Deposit  Tannery Trading
 Schemes  JBL Commercial Real Estate Loan
 JBL Housing Loan
 Education Loan
 SME Loan

2.7 Services of Janata Bank Limited

e – services Modern Banking

 ATM  Online Banking

 Automated Branch Banking  JB Remittance
 Green Banking  JB PIN Cash
 e- GP Payment Service  House Building/
 OMIS (ERP) Flat Loan for Govt. Employee
 PMIS

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2.8 International Trade services of Janata Bank Limited

Foreign Remittance Export Import

 Facilities Offered to  Export Finance  Import Product

the Remitters  Export Product  Import Performance
 Taka Drawing Arrangement/  Export Oriented Loan
Exchange Houses  Export Performance
 Online Forex Trading  Account Trade
 Foreign Currency Account Arrangement
Opening Form
 Exchange Rate

2.9 Interest Rate of Deposit in Janata Bank

Deposits Interest Rate

Current Deposit No Interest
Savings Deposit 3.75%
Special Notice Deposit 3.75% to 4%
Fixed Deposit ( up to 2 years) 6%
Schemes ( up to 5 years) 8.5 %
JanataHazz Deposit Schemes ( 1 to 20 years) No Interest

2.10 Interest Rate of Loans in Janata Bank

Loans & Advances Interest Rate
Agriculture Loans 9%
Working Capital Loans 9%
Rural Credit 9%
JBL Commercial Real Estate Loans 9%
JBL Housing Loans 9%
SME Loans 9%

Interest rate fluctuates in different services from 5% to 12%.

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2.11 Advertising of Janata Bank Limited
Advertising strategies of Janata Bank Limited are so limited. Janata Bank Limited uses
following media:

 Newspaper
 Banners

2.12 Locations of Janata Bank Limited

Janata Bank Limited has 4 branches at UAE and 913 branches at Bangladesh.

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Chapter 3: Theoretical Aspect

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3.1 Online Banking

Online banking allows a user to conduct financial transactions via the Internet. Online banking
is also known as internet banking or web banking. Online banking offers customers almost
every service traditionally available through a local branch including deposits, transfers, and
online bill payments. With online banking, consumers aren't required to visit a bank branch to
complete most of their basic banking transactions. They can do all of this at their own
convenience, wherever they want – at home, at work, or on the go.

Online banking requires a computer or other device, an internet connection, and a bank
or debit card. In order to access the service, customers need to register for their bank's online
banking service. In order to register, they need to create a password. Once that's done, they
can use the service to do all their banking.

Banking transactions offered online vary by the institution. Most banks generally offer basic
services such as transfers and bill payments. Some banks also allow customers to open up new
accounts and apply for credit through online banking portals. Other functions may include
ordering checks, putting stop payments on checks, or reporting a change of address.

3.2 Advantages of online banking

Convenience is a major advantage of online banking. Basic banking transactions such as

paying bills and transferring funds between accounts can easily be done 24 hours a day, seven
days a week, wherever a consumer wishes. Online banking is fast and efficient. Funds can be
transferred between accounts almost instantly, especially if the two accounts are held at the
same institution. Consumers can open and close a number of different accounts online, from
fixed deposit to recurring deposit accounts that typically offer higher rates of interest.
Consumers can also monitor their accounts regularly.

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3.3 Disadvantage of online banking

For a novice online banking customer, using systems for the first time may present challenges
that prevent transactions from being processed, which is why some consumers prefer face-to-
face transactions with a bank representative.
Online banking doesn't help if a customer needs access to large amounts of cash. While he
may be able to take a certain amount at the ATM – most cards come with a limit – he will still
have to visit a branch to get the rest.
Although online banking security is continually improving, such accounts are still vulnerable
when it comes to hacking. Consumers are advised to use their own data plans, rather than
public Wi-Fi networks when using online banking, to prevent unauthorized access.
Additionally, online banking is dependent on a reliable Internet connection. Connectivity
issues from time to time may make it difficult to determine if banking transactions have been
successfully processed.
3.4 Customer Satisfaction
Customer satisfaction is the measure of how the needs and responses are collaborated and
delivered to excel customer expectation. It can only be attained if the customer has an overall
good relationship with supplier. In today’s competitive business marketplace, customer
satisfaction is an important performance exponent and basic differentiator of business
strategies. Hence, more is customer satisfaction, more is the business and the bonding with
customer.
It is necessary required for an organization to interact and communicate with customers on a
regular basis to increase customer satisfaction. In this interact and communication it is
required learn and determine all individual customer needs and responds accordingly. Even if
the products are identical in competing markets, satisfaction provides high retention rates. For
example, shoppers and retailers are engaged with frequent shopping and credit cards to gain
customer satisfaction, many high retailers also provide membership cards and discount
benefits so that customers remain loyal to them.

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Higher the satisfaction levels, higher are the sentimental attachment of customers with the
specific brand and also with the supplier. This helps in making strong customer-supplier
relationship. Hence, customer satisfaction is very important panorama that every supplier
should focus on to establish a renounce position in enhancing business and profit in global
market.

3.5 Marketing Mix

Some controllable tactical marketing tools are product, price, place, promotion in short 4p’s
that the firm blends to produce responses it wants in the target market.

4p’s:

Product: Product refers to a good or service that a company offers to customers. Ideally, a
product should fulfill a certain consumer demand or be so compelling that consumers believe
they need to have it. To be successful, marketers need to understand the life cycle of a
product, and business executives need to have a plan for dealing with products at every stage
of their life cycles. The type of product also partially dictates how much businesses can charge
for it, where they should place it, and how they should promote it in the marketplace.

Price: Price is the cost consumers pay for a product. Marketers must link the price to the
product's real and perceived value, but they also must consider supply costs, seasonal
discounts, and competitors' prices. In some cases, business executives may raise the price to
make a product seem more like a luxury or lower the price so more consumers can try the
product.

Place: Place decisions outline where a company sells a product and how it delivers the
product to the market. The goal of business executives is to get their products in front of the
consumers most likely to buy them.

Promotion: Promotion includes advertising, public relations, and promotional strategy. This
tie into the other three Ps of the marketing mix as promoting a product shows consumers why
they need it and should pay a certain price for it. In addition, marketers tend to tie promotion
and placement elements together so they can reach their core audiences.

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3.6 About Online Banking Services
Provides the following facilities:
1. Current/Savings/STD account status
2. FDR account status
3. Advance account status
4. Loan account status
5. Allow user to change their PIN code/password
6. Internet Banking General

Future facilities:
1. L/C Opening Request
2. A/C Opening Request
3. Internet A/C Opening Request
4. Cheque Book Issue Request
5. Standing Instructions

To offer modern Banking service, Janata Bank Limited is providing ATM

facilities with Debit and Credit cards to the customer:

Features of our Card:

1. Connected with NPSB (National Payment Switch Bangladesh).
2. Running under the largest network of Bangladesh.
3. Card holder can use any ATM & POS (Point of Sales) within Bangladesh.
4. Mobile phone recharge & Online Tax payment facility is available.
5. Minimum fees and charges.
6. SMS alert service is available.
7. No hidden cost.

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Chapter 4: Analyzing & Findings

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1. Gender

Female
35%

Male
65%

From the above it is seen that 65% customers are Male and 35% customers are Female.

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2. Age

Above 50 18 - 30
15% 10%

31-40
30%

41 - 50
45%

From the above it is seen that fewer than 18 aged customers is 0%, 18 – 30 aged customers are
10%, 31 – 40 aged customers are 30%, 41 – 50 aged customers are 45%, and above 50 aged
customers are 15%.

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3. Occupation

Housewife
10%

Business Employment
35% 55%

From the above it is seen that 55% customers’ occupation is employment, 35% customers’
occupation is business, and 10% customers’ occupation is housewife.

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4. I have used the online banking services of Janata Bank Limited.

Agree
30%

Strongly Agree
70%

From the above, 70% customers strongly agree and 30% customers agree.

Outcome: Most of the customers have used online banking services several times.

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5. The online banking services of Janata Bank Limited are secured.

Agree
45%
Strongly Agree
55%

From the above, 55% customers strongly agree and 45% customers agree.

Outcome: 100% respondents have agreed that Janata Bank Limited has well secured online
services.

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6. Janata Bank Limited provides satisfactory fund transferring service by online banking.

Strongly Agree
10%
Disagree
30%

Agree
40%

Neutral
20%

From the above, 10% customers strongly agree, 40% customers agree, 20% customers neutral,
and 30% customers are disagree.

Outcomes: 50% customers disagreed that Janata Bank Limited provides satisfactory fund
transferring service by online banking.

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7. Janata Bank Limited provides satisfactory money withdrawal service by online banking.

Strongly Agree
10%
Disagree
30%

Agree
40%

Neutral
20%

From the above, 10% customers strongly agree, 40% customers agree, 20% customers are
neutral, and 30% customers disagree.

Outcomes: 50% customers disagreed that Janata Bank Limited provides satisfactory money
withdrawal service by online banking.

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8. Online utility bill payment in janata Bank Limited is satisfactory.

Strongly Agree
10%

Agree
Disagree 20%
45%

Neutral
25%

From the above, 10% customers strongly agree, 20% customers agree, 25% customers are
neutral, and 45% customers disagree.

Outcome: 70% customers disagreed that online utility bill payment in janata Bank Limited is
satisfactory.

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9. Janata Bank Limited provides same online banking services at all branches in Bangladesh.

Disagree
10%
Strongly Agree
30%
Neutral
20%

Agree
40%

From the above, 30% customers strongly agree, 40% customers agree, 20% customers are
neutral, and 10% customers disagree.

Outcome: 70% customers agreed that Janata Bank Limited provides same online banking
services at all branches in Bangladesh.

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10. The employees who provide online banking services are experienced to the same extent.

Disagree Strongly Agree

10% 15%

Neutral
30%

Agree
45%

From the above, 15% customers strongly agree, 45% customers agree, 30% customers are
neutral, and 10% customers disagree.

Outcome: 60% customers agreed that the employees who provide online banking services are
experienced to the same extent.

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11. Employees’ behavior is satisfactory in Janata Bank Limited.

Strongly Disagree
15% Agree
20%

Neutral
Disagree 25%
40%

From the above, 20% customers agree, 25% customers are neutral, 40% customers disagree,
and 15% customers strongly disagree.

Outcome: 80% customers disagreed that employees’ behavior is satisfactory in Janata Bank
Limited.

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12. Janata Bank Limited should launch internet banking service so that customers can get
banking services at their places.

Neutral
15%

Strongly Agree
Agree 55%
30%

From the above, 55% customers strongly agree, 30% customers agree, and 15% customers are
neutral.

Outcome: 85% customers agreed that Janata Bank Limited should launch internet banking
service so that customers can get banking services at their places.

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13. Customers are satisfied with overall online banking services of Janata Bank Limited.

Disagree Strongly Agree

15% 10%

Neutral
30% Agree
45%

From the above, 10% customers strongly agree, 45% customers agree, 30% customers are
neutral, and 15% customers disagree.

Outcome: 55% customers agreed that Customers are satisfied with overall online banking
services of Janata Bank Limited.

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14. The equipment for online banking services of Janata Bank Limited is adequate.

Disagree
10%
Strongly Agree
30%
Neutral
20%

Agree
40%

From the above, 30% customers strongly agree, 40% customers agree, 20% customers are
neutral, and 10% customers disagree.

Outcome: 70% customers agreed that the equipment for online banking services of Janata
Bank Limited is adequate.

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15. Janata Bank Limited has skilled management in order to manage online banking services.

Disagree
10%
Strongly Agree
25%
Neutral
20%

Agree
45%

From the above, 25% customers strongly agree, 45% customers agree, 20% customers are
neutral, and 10% customers disagree.

Outcome: 70% customers agreed that Janata Bank Limited has skilled management in order
to manage online banking services.

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Chapter 5: Major Findings

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Major Findings

 100% respondents have agreed that Janata Bank Limited has well secured online
services.
 50% customers disagreed that Janata Bank Limited provides satisfactory money
transferring service by online banking.
 50% customers disagreed that Janata Bank Limited provides satisfactory money
withdrawal service by online banking.
 70% customers disagreed that online utility bill payment in janata Bank Limited is
satisfactory.
 70% customers agreed that Janata Bank Limited provides same online banking
services at all branches in Bangladesh.
 80% customers disagreed that employees’ behavior is satisfactory in Janata Bank
Limited.
 85% customers agreed that Janata Bank Limited should launch internet banking
service so that customers can get banking services at their places.
 70% customers agreed that Janata Bank Limited has skilled management in order to
manage online banking services.

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 Chapter 6:
Conclusion & Recommendation

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6.1 Conclusion
Internship is not just an academic program, students step out to corporate sector for first time.
Students can gather corporate knowledge and use it when they go for corporate job. With
academic knowledge, it is too much hard to survive in corporate sector. I have conducted my
internship at Janata Bank Limited Mirpur section-10 branch. During my internship program I
have conducted survey on customers of Janata Bank Limited section-10 branch. Through the
survey I have interact with customers. I have observed on customers attitude toward the Bank
while I was working at Janata Bank Limited section-10 branch. It was so much fun to work
with the employees of the Bank and I have enjoyed it every day. I wish and pray that Janata
Bank Limited improves more and more.

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6.2 Recommendation

 50% customers disagreed that Janata Bank Limited provides satisfactory money
transferring and withdrawal service by online banking. Time of customers is very short
and they want to get their service in time. Employees should provide right service in
right time.

 70% customers disagreed that online utility bill payment in janata Bank Limited is
satisfactory. It is true that customers are not satisfied with utility bill payment in Janata
Bank Limited but it is also true that Janata Bank did not appoint employees to collect
bills. So Janata Bank Limited should appoint adequate man power to collect bills.

 80% customers disagreed that employees’ behavior is satisfactory in Janata Bank

Limited. The employees should see them as a bank employee not a government officer.
Besides, government should reward employees for good behavior and compensate for
low standard of behavior.

 85% customers agreed that Janata Bank Limited should launch internet banking
service so that customers can get banking services at their places. Janata Bank Limited
should start working on internet banking service.

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Bibliography

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 Bibliography

 Web site of Janata Bank Limited www.jb.com.bd

 Philip kotler “ Marketing Management” book 13th edition ( customer satisfaction)
 http://en.banglapedia.org/index.php?title=Janata_Bank_Limited
 www.investopedia.com/terms/f/four-ps.asp

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Appendix

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 Questionnaire

1. Gender

(i) Male (ii) Female (iii) Other

2. Age

(i) Under 18 (ii) 18 to 30 (iii) 31 to 40 (iv) 41 to 50 (v) Above 50

3. Occupation

(i) Employment (ii) Business (iii) Housewife (iv) Student (v) Others

4. I have used the online banking services of Janata Bank Limited.

(i)Strongly Agree (ii) Agree (iii) Neutral (iv) Disagree (v)Strongly Disagree

5. The online banking services of Janata Bank Limited are secured.

(i)Strongly Agree (ii) Agree (iii) Neutral (iv) Disagree (v)Strongly Disagree

6. Janata Bank Limited provides satisfactory fund transferring service by the online Banking.

(i)Strongly Agree (ii) Agree (iii) Neutral (iv) Disagree (v)Strongly Disagree

7. Janata Bank Limited provides satisfactory money withdrawal service by Online Banking.

(i)Strongly Agree (ii) Agree (iii) Neutral (iv) Disagree (v)Strongly Disagree

8. Online utility bill payment in Janata Bank Limited is satisfactory.

(i)Strongly Agree (ii) Agree (iii) Neutral (iv) Disagree (v)Strongly Disagree

9. Janata Bank Limited provides same online banking services at all branches in Bangladesh.

(i)Strongly Agree (ii) Agree (iii) Neutral (iv) Disagree (v)Strongly Disagree

10. The employees who provide online banking services are experienced to the same extent.

(i)Strongly Agree (ii) Agree (iii) Neutral (iv) Disagree (v)Strongly Disagree

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11. Employees’ behavior is satisfactory in Janata Bank Limited.

(i)Strongly Agree (ii) Agree (iii) Neutral (iv) Disagree (v)Strongly Disagree

12. Janata Bank Limited should launch internet banking services so that customers can get
banking services at their places.

(i)Strongly Agree (ii) Agree (iii) Neutral (iv) Disagree (v)Strongly Disagree

13. Customers are satisfied with overall online banking services of Janata Bank Limited.

(i)Strongly Agree (ii) Agree (iii) Neutral (iv) Disagree (v)Strongly Disagree

14. The equipment for online banking services of Janata Bank Limited is adequate.

(i)Strongly Agree (ii) Agree (iii) Neutral (iv) Disagree (v)Strongly Disagree

15. Janata Bank Limited has skilled management in order to manage online banking services.

(i)Strongly Agree (ii) Agree (iii) Neutral (iv) Disagree (v)Strongly Disagree

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