Internship Report (Dipty)

Internship Report
on
Using Management Information Systems (MIS) to Improve Customer

Services in the Banking Industry: A Study on Janata Bank Limited
Submitted by:
Silvia Karim Dipty
ID: 029-13-031
BBA 13th Batch
Department of Management Information Systems (MIS)
Faculty of Business Studies
University of Dhaka
Submitted to:
Mohammad Moqbul Hossain Bhuiyan
Professor
Department of Management Information Systems (MIS)
University of Dhaka
Date of Submission: January 30, 2023

Letter of Submission
January 30, 2023
Professor
Department of Management Information Systems
University of Dhaka
Subject: Submission of Internship Report.
Sir,
With due respect, I do hereby submit the internship report titled “Using
Management Information Systems (MIS) to Improve Customer Services in
the Banking Industry: A Study on Janata Bank Limited”. It is an essential part
of the BBA academic program and also a great accomplishment for me. I have
worked as an intern at Janata Bank Limited, Dhakeswari Road branch. During the
internship period, I was able to apply the knowledge and skills I have acquired
through my studies to real-world situations. I humbly ask for your forgiveness for
any errors that may have occurred due to various constraints.
Therefore, I would be grateful if the report I have prepared is accepted and I

appreciate your unwavering support.
Sincerely Yours
-----------------------------
Silvia Karim Dipty
ID: 029-13-031; Section: A
Department of Management Information Systems (13th Batch)
University of Dhaka
i|Page
Declaration
I, Silvia Karim Dipty, ID: 029-13-031, a student of the Department of Management
Information Systems, Faculty of Business Studies, University of Dhaka, do hereby
declare that the presented report of the internship titled "Using Management
Information Systems (MIS) to Improve Customer Services in the Banking
Industry: A Study on Janata Bank Limited” which is mandatory for the
completion of Bachelor of Business Administration (BBA), is uniquely prepared by
me. This report is prepared based on the information I have gathered during the
internship period. The information I have included in this report is gathered not only
from primary but also from secondary sources. With this statement, I would like to
declare that this report is a result of my hard work and is prepared only for my
academic requirements, and not for any other purposes.
................................................
Silvia Karim Dipty
ID: 029-13-031; Section: A
University of Dhaka
ii | P a g e
Supervisor’s Certification
It is ensured to certify that Silvia Karim Dipty, a student of BBA, ID- 029-13-031,
under Management Information Systems, University of Dhaka, has completed the
internship report titled "Using Management Information Systems (MIS) to Improve
Customer Services in the Banking Industry: A Study on Janata Bank Limited " as
a part of the requirement for obtaining BBA degree. I accept this report as a final
internship report.
The report has been prepared under my guidance and she has tried her best to
accomplish the report. I wish her all the best in her future endeavors.
................................................
Professor
Department of Management Information systems (MIS)
University of Dhaka
iii | P a g e
Acknowledgement
First, I would like to express my gratitude to the Almighty Allah for giving me the
strength and patience to accomplish this study.
Then, I would like to pay gratitude to my internship supervisor, Mohammad Moqbul

Hossain Bhuiyan, Professor, Department of Management Information Systems,
Faculty of Business Studies, University of Dhaka, for providing me with valuable
guidance and support throughout the entire internship period. Their expert
knowledge and support have been invaluable in helping me gain a deeper
understanding of the industry and the work that goes into it.
I would also like to extend my gratitude to Md Maniruzzaman Akhter Sujan, branch

manager, Md Anamul Haque, Officer of Janata Bank Limited, Dhakeswari Road
branch, for providing me with the opportunity to gain hands-on experience in my
field of study and for their constant support and encouragement throughout my
internship.
I would also like to thank my family and friends for their unwavering support and
encouragement throughout this journey. Without their support, this report would
not have been possible.
Lastly, I would like to express my gratefulness to my classmates and colleagues

for their constant support and feedback throughout the internship period. Their
support and guidance have been instrumental in helping me complete this report.
Silvia Karim Dipty
ID: 029-13-031; Section: A
University of Dhaka
iv | P a g e
Executive Summary
In the current age, the use of Management Information Systems (MIS) plays a
great role in customer service improvement in the banking sector. This report is
focused on analyzing the usage of MIS in Janata Bank and its impact on its
customer service. Janata Bank Limited is one of the 6 state-owned commercial
banks (SOCBs) in Bangladesh. The organization has digitalized many of its
internal systems and is also providing several digital services to customers. There
are several studies regarding the impact of MIS on customer service improvement
and they show that the banking industry is getting stronger with the adoption of
new technology. The banking sector is crucial to the economy and people tend to
trust the banks with their money, which is more secure. And in this era of
technology, the necessity of technology in the banking industry cannot be denied
to ensure customer satisfaction. This report evaluates the data collected from 115
customers of Janata Bank through a survey questionnaire. The data for the overall
study is collected from not only primary but also secondary resources. The
research found that the IT systems that are being used in Janata Bank have much
impact on customer satisfaction. It has led the organization to significant
improvements in customer service including faster transaction processing,
improved data accuracy, reduction of errors and frauds, and so on. Although the
usage of MIS has positive impacts on customer service, the digital services offered
by the organization need substantial improvements. According to the survey result
analysis, some customers are satisfied with the digital services of the bank as they
are having an account in the bank for a long time and are loyal to the organization,
although a majority of them agree that the services need to be improved for better
outcomes. It also indicates that some digital services of JBL are not used by many
customers due to a lack of advanced features. Overall, the study concludes that
the use of MIS in the banking industry can improve customer service, thus, banks
should be more focused on implementing new technology in the organizations for
ensuring efficient performance and gain customer satisfaction.
v|Page
Table of Contents
Letter of Submission .............................................................................................. i
Declaration ............................................................................................................ii
Supervisor’s Certification ...................................................................................... iii
Acknowledgement ................................................................................................iv
Executive Summary.............................................................................................. v
Chapter - 1: Introduction ....................................................................................... 1
1.1 Background of the Study ............................................................................. 1
1.2 Rationale of the Study ................................................................................. 1
1.3 Objective of the Study ................................................................................. 2
1.3.1 Broad Objective .................................................................................... 2
1.3.2 Specific Objectives ................................................................................ 2
1.4 Scope of the Study ...................................................................................... 3
1.5 Research Methodology ............................................................................... 3
1.5.1 Type of Research .................................................................................. 3
1.5.2 Data Type ............................................................................................. 3
1.5.3 Data Analysis ........................................................................................ 4
1.5.4 Description of Internship ....................................................................... 4
1.6 Organization of the Report .......................................................................... 4
1.7 Limitations of the Study ............................................................................... 5
Chapter - 2: Description of the Organization......................................................... 6
2.1 History and Background of Janata Bank Ltd ............................................... 6
2.2 Vision of the Organization ........................................................................... 7
2.3 Mission of the Organization ......................................................................... 7
2.4 Objectives of the Organization .................................................................... 8
2.5 Values of the Organization .......................................................................... 9
2.6 Core Business Activities of Janata Bank Limited ...................................... 10
2.6.1 Opening new accounts........................................................................ 10
2.6.2 Collecting deposits .............................................................................. 10
2.6.3 Closing accounts ................................................................................. 11
2.6.4 Making Payments................................................................................ 11
2.6.5 Interest calculation .............................................................................. 12
vi | P a g e
2.6.6 Collection of remittance ....................................................................... 12
2.7 Management Structure of Janata Bank Ltd ............................................... 13
2.8 Financial Performance of the Organization ............................................... 14
2.9 International Operations of Janata Bank Ltd ............................................. 16
2.10 A Brief Profile of Dhakeswari Road Branch of Janata Bank Limited ....... 16
Chapter - 3: Literature Review ............................................................................ 18
3.1 Introduction ............................................................................................... 18
3.2 Adoption of modern technology in the banking sector ............................... 18
3.3 Determinants of customer satisfaction in the banking industry .................. 19
3.4 Effects of MIS on customer service ........................................................... 20
3.5 Impacts of Customer Satisfaction on the Banking Organizations .............. 20
Chapter - 4: Data Analysis and Findings ............................................................ 22
4.1 Overview of the Management Information Systems Usage in Janata Bank
Limited............................................................................................................. 22
4.1.1 Temenos T-24 Software...................................................................... 22
4.1.2 Flora Bach ........................................................................................... 23
4.1.3 JBOne ................................................................................................. 25
4.1.4 Partner Portal ...................................................................................... 26
4.1.5 OMIS ................................................................................................... 26
4.2 Digital Services Offered by Janata Bank Limited ...................................... 27
4.2.1 Janata Bank Website .......................................................................... 27
4.2.2 ATM Service ....................................................................................... 29
4.2.3 Janata Bank Mobile SMS Service ....................................................... 29
4.2.4 Janata Bank Mobile Application .......................................................... 30
4.2.5 eJanata App ........................................................................................ 31
4.3 Survey Data Analysis ................................................................................ 33
4.4 Findings..................................................................................................... 47
Chapter - 5: Summary, Conclusion, and Recommendations .............................. 48
5.1 Summary ................................................................................................... 48
5.2 Conclusion ................................................................................................ 48
5.3 Recommendations .................................................................................... 49
References ......................................................................................................... 50
Appendix ............................................................................................................ 52
vii | P a g e
List of Figures
Figure 1: Logo of Janata Bank Limited. ................................................................ 6
Figure 2: Mission of Janata Bank ......................................................................... 8
Figure 3: Objectives of Janata Bank Limited ........................................................ 8
Figure 4: Values of Janata Bank Limited .............................................................. 9
Figure 5: Core business activities of Janata Bank Limited ................................. 11
Figure 6: Management structure of Janata Bank Limited ................................... 14
Figure 7: Profitability comparison of JBL. ........................................................... 15
Figure 8: Comparison of balance sheet items of JBL. ........................................ 16
Figure 9: Temenos T24 sign in page. ................................................................. 22
Figure 10: The BACH process. ........................................................................... 24
Figure 11: JBOne login page. ............................................................................. 25
Figure 12: OMIS home page. ............................................................................. 27
Figure 13: Homepage of Janata Bank mobile app.............................................. 31
Figure 14: eJanata app home page. ................................................................... 32
Figure 15: Age group of the respondents. .......................................................... 33
Figure 16: Gender of the respondents. ............................................................... 34
Figure 17: Respondents’ time span of having an account in Janata Bank. ........ 34
Figure 18: Respondents’ preference of banking system. .................................... 35
Figure 19: Respondents’ perception of the usefulness of the mobile SMS service
of Janata Bank.................................................................................................... 36
Figure 20: Usage of “Janata Bank” mobile app. ................................................. 36
Figure 21: The way users got to know about the app. ........................................ 37
Figure 22: Respondents’ preference between the website and the app. ............ 38
Figure 23: Usefulness of the app according to the respondents. ........................ 39
Figure 24: Responses on holding a debit or credit card of JBL. ......................... 39
Figure 25: Respondents’ perception about the comfortability of the digital
services of Janata Bank. .................................................................................... 40
Figure 26: Respondents’ preference of the digital services. ............................... 41
viii | P a g e
Figure 27: Respondents’ perception about the attractiveness of the digital
services of Janata Bank. .................................................................................... 42
Figure 28: Respondents’ perception towards digital services of Janata Bank and
time-saving. ........................................................................................................ 42
Figure 29: Respondents’ perception about the security of the digital services of
the bank. ............................................................................................................. 43
Figure 30: Frequency of use of the digital banking services of Janata bank. ..... 44
Figure 31: Respondents’ perception about improving the digital services of
Janata Bank........................................................................................................ 44
Figure 32: Respondents’ suggestions about improving the digital services of
Janata Bank........................................................................................................ 45
Figure 33: Responses about the eJanata app. ................................................... 46
ix | P a g e
Chapter - 1: Introduction
Information system refers to the amalgamation of various hardware, software, and
networks that helps to collect, store and process data and conduct several
operations. Different organizations nowadays implement information technology in
their daily activities. In the banking sector, the use of information systems has
made the work more efficient and it also helps organizations perform better. With
the extensive use of the Management Information System (MIS) in the banking
sector, customers are now getting better services from the banks and can operate
their banking activities with more ease and comfort. Customers have accepted
modern technologies in the banking sector and it has enhanced customer
satisfaction as well.
This report has been prepared to focus on the use of MIS in the banking sector
and its impact on customer service improvement. A study of Janata bank Limited
has been depicted here to show its attempts of improving customer services with
the use of management information systems in its activities.
1.1 Background of the Study

The purpose of this report is to fulfill the academic requirements for the Bachelor
of Business Administration (BBA) program at Department of Management
Information Systems, Faculty of Business Studies, University of Dhaka. The motive
of the internship program was to provide the students with an opportunity to gain
on-job experience as well as to enable them to practically apply their theoretical
knowledge. For the internship program, I had an opportunity to work with Janata
Bank Limited. And for the internship report, I chose the topic “Using Management
Information Systems (MIS) to Improve Customer Services in the Banking Industry:
A Study on Janata Bank Limited”.
1.2 Rationale of the Study

The banking industry plays a vital role in the economy of any country. In
Bangladesh, the banking industry is fast-paced and one of the most important
industries. With the continuous development of technology, it has been necessary
1|Page
for banking organizations to develop their operations and modernize their services
to adapt to digital technologies. There are many state-owned commercial banks
and private banks that are currently operating in Bangladesh. Janata Bank Limited
is a state-owned commercial bank. In the competitive banking industry, Janata
Bank has been adapting to new technologies in its operations and has launched
many digital services for customers as well. The study focuses on the use of
Management Information Systems (MIS) and its effects on customer service
improvement in Janata Bank Limited. The report will analyze the usage of digital
technology by Janata Bank Limited in providing services to customers, its impact
as well as its scope for improvement.
1.3 Objective of the Study

The objectives of a research indicate the purpose of the research. Objectives
determine the path-way of a research project. To comprehend the objectives more
clearly, my research objectives are divided into two classes. These are:
1.3.1 Broad Objective

To analyze the impacts of Management Information Systems (MIS) in improving
customer services and evaluate customer satisfaction in the banking industry as
well as to provide necessary recommendations for further improvement in this
area.
1.3.2 Specific Objectives

i. To analyze the implementation of information technology in the banking
operations of Janata Bank Limited as well as the digital services provided
by Janata Bank to its customers.
ii. To assess the impact of the usage of MIS in improving customer services
at Janata Bank Limited.
iii. To assess customers’ feedback about the digital services provided by JBL
and to look for the scope of improvement.
2|Page
1.4 Scope of the Study
The study has been focusing on the usage of MIS in Janata Bank Limited and its
effects on customer service improvement. For this, the primary data that has been
collected from the customers of Janata Bank is evaluated using graphs and charts
in Microsoft Excel so that it can provide useful insights into the research. The
secondary data regarding the usage of information technology in banking
operations has been collected from the employees of the bank and the report also
shows the impact of these on customer service improvement in the organization.
1.5 Research Methodology

1.5.1 Type of Research
This research is empirical research which is an evidence-based research type
where the conclusions are drawn on basis of direct experience, observation,
phenomena measuring, and other empirical evidence. This research will be
focusing on the empirical evidence gathered by me during my internship period at
Janata Bank Limited.
1.5.2 Data Type

In this report, not only primary but also secondary data have been used for the
analysis. The data that have been utilized for reaching the conclusion of the study
is gathered from both primary and secondary sources.
Primary Data Sources
The primary sources of collecting data are:
i. A survey was conducted among the customers of Janata Bank Limited.

ii. Working experience and direct conversation with the employees of Janata
Bank Limited.
Secondary Data Sources
The secondary sources of gathering data for this report are:
i. Website of Janata Bank Limited.

ii. Annual reports of Janata Bank Limited.
3|Page
iii. Different books, articles, and journals related to the research topic.
1.5.3 Data Analysis

The primary sources of data for the study were the customers of Janata Bank
Limited. The study has been conducted based on the response of 115 customers
of JBL on the survey questionnaire. The survey result has been depicted using
different charts and graphs from Microsoft Excel and further evaluated to reach a
conclusion regarding the impacts of the MIS systems’ of JBL on customer service
improvement.
1.5.4 Description of Internship

For the internship program of BBA (Bachelor of Business Administration), I joined
Janata Bank Limited as an intern. During the internship period, I have performed
different activities under the supervision of the officers. Mainly, I used to perform
the tasks of account opening, KYC data entry in the register and the software,
sorting cheques and vouchers, giving chequebooks to the customers who have
applied for them and recording the information, maintaining registers, and so on.
Other than these, I have assisted the officers in the bank with their work when
needed. During the internship, I have directly interacted with the customers and
resolved their problems, and answered their queries with the help of my seniors.
The direct interaction with the customers has helped me gather data for my
research as well. Overall, I have learned a lot throughout the internship phase.
1.6 Organization of the Report

The report is organized in the following way:
Chapter 1: The first chapter of the report is the Introduction. It includes the report’s
introduction, rationale, the background of the study, objectives of the study,
methodology, organization of the report, and limitations of the study.
Chapter 2: The second chapter of the study involves an overview of Janata Bank
Limited and a discussion of its operations and structure.
Chapter 3: The third chapter of the report includes a literature review on customer
satisfaction and its improvement through the use of MIS.
4|Page
Chapter 4: The fourth chapter contains the findings and analysis of collected data
through the survey questionnaire.
Chapter 5: The fifth and final chapter of the report deals with the summary of the
report, its conclusion, and recommendations.
Finally, the report includes a reference list and appendices.
1.7 Limitations of the Study

The limitations of the study are as follows:
i. The analysis is chiefly based on primary data and the propensity of some
people not to disclose their personal information was a limitation of the
study.
ii. The scarce resources for collecting data were another constraint for the
study.
iii. The confidentiality of some data and limited access also created
boundaries.
iv. Some respondents could not provide me with much data due to not having
enough time.
5|Page
Chapter - 2: Description of the Organization
2.1 History and Background of Janata Bank Ltd
Janata Bank Limited is one of the state-owned commercial banks in Bangladesh.
It was established in 1972 with the combination of two banks operating back then
namely ‘United Bank Limited’ and ‘Union Bank Limited’. The bank was established
under the President’s Order – 26 or the Banks Nationalization Order of 1972. In
2004, Murshid Kuli Khan was the managing director of the company. In 2007, the
company became a public limited company under the leadership of the then
chairman Sohel Ahmed Chowdhury. In 2008, Janata Bank gained a
recapitalization fund of taka 145.05 billion from the government. In 2008, SM
Aminur Rahman became the managing director and Md Abdus Salam Azad
became the managing director of Janata bank in 2017 (Janata Bank Limited,
2023). Currently, he is appointed as the managing director and CEO of the
organization and the chairman of Janata Bank is Dr. S. M. Mahfuzur Rahman.
Figure 1: Logo of Janata Bank Limited.

Source: (Janata Bank Limited , 2023)
6|Page
Janata Bank is headquartered in Dhaka, Bangladesh and its head office is located
in Motijheel Commercial Area. The bank is currently operating in 915 locations
among which 4 branches are situated in the UAE (Janata Bank Limited, 2023).
The company has been established to enhance the socioeconomic development
of the people of Bangladesh and to contribute to the financial structuring and
development of the country and its people. The company currently has 12,328
employees. Its authorized capital was BDT 30,000 million and its paid-up capital is
BDT 23,140 million (Janata Bank Limited, 2023). The Government of Bangladesh
owns 100% shares of the company.
2.2 Vision of the Organization

The vision of Janata Bank Limited is to become a commercial bank having the
largest effect in supporting the socio-economic development of Bangladesh as well
as being one of the leading South Asian banks.
2.3 Mission of the Organization

The mission of Janata Bank Limited is to become one of the most influential
commercial banks in Bangladesh by undertaking the followings:
7|Page
Sustaining a strategy for
stable growth.
Providing customers with

financial products of
higher quality.
Ensuring an experienced
management team for
providing outstanding
customer service.
Ensuring a positive
corporate governance.
Figure 2: Mission of Janata Bank

Source: Own
2.4 Objectives of the Organization

The objectives of Janata Bank Limited are as follows:
To introduce diversified
To incorporating IT To ensure proper
and innovative banking
measures to enhance control mechanisms
activities for gaining
customer services. and transparency.
customer satisfaction.
To become one of the

best performing banks To guarantee
To maintain enough
by enhancing appropriate investment
liquidity.
profitability and quality returns.
of assets.
Figure 3: Objectives of Janata Bank Limited

Source: Own
8|Page
2.5 Values of the Organization
Janata Bank Limited follows several core values in its operations. These are
described below-
Professionalism: One of the core values of Janata Bank is professionalism. The

organization and its employees are always devoted to their responsibilities and
they maintain integrity and excellence in their work.
Growth: Another value of the organization is growth. It believes in the continuous

growth of the company to become sustainable and efficient.
Diversity: Janata Bank Limited provides several products and services to its
customers. Through this, it maintains a diversified natured in its operations.
Figure 4: Values of Janata Bank Limited

Source: Own
9|Page
Dignity: Janata Bank ensures dignity towards its employees as well as its
customers. The organization values and respects the contribution of its employees
and also respects its customers.
Accountability: Another core value of the organization is accountability. The

organization is accountable to the country and its people. Janata Bank contributes
to various non-financial areas to fulfill its social responsibilities.
Integrity: Integrity is another value that Janata Bank follows in its operations. The
company ensures its activities show strong moral principles and honesty. It helps
the organization become more trustworthy and gain loyalty.
2.6 Core Business Activities of Janata Bank Limited

Janata Bank performs some core functions. The core business activities of Janata
Bank are as follows:
2.6.1 Opening new accounts

Opening new accounts requires filling out a form provided by the bank. The form
requires information about the account holder such as his/her name, address, age,
occupation, National Identification Card number, signature, etc. The form also
requires a photograph of the account holder and information about the nominee as
well. The information and documents are then evaluated and if everything is
authentic, the bank issues a deposit slip by which the customer needs to deposit
at least BDT 500 to open the account.
2.6.2 Collecting deposits

Deposit collection is one of the essential activities for a bank. The deposit collection
activity of Janata Bank Limited involves collecting deposits from customers to meet
their financial needs. Customers are encouraged to open savings, current, and
fixed deposit accounts with the bank and avail of various benefits such as higher
interest rates, preferential services, and discounts. The bank also provides various
loan and credit products to customers based on their deposit balances with the
bank. The bank also encourages customers to make regular deposits through
various promotional activities such as gifts, discounts, and loyalty points. The bank
10 | P a g e
also provides online banking services for customers to manage their deposits and
transactions easily.
2.6.3 Closing accounts

For closing an account, Janata Bank requires the collection of all the documents
from the customer that are required for closing the account, updating the accounts
ledger and other related records to reflect the closure of an account, performing a
final verification of the account balance and issuing the necessary certificate of
balance, initiating the payment of any pending dues to the customer, canceling the
ATM/Debit card related to the account, notifying other banks and financial
institutions about the closure of an account, filing the necessary documents related
to the account in the bank’s records and finally issuing the account closure letter
to the customer.
Opening
new
accounts
Collection
of Collecting
remittanc deposits
e
Core
Business
Activities
of Janata
Bank
Limited
Interest
Closing
calculatio
accounts
n
Making
Payments
Figure 5: Core business activities of Janata Bank Limited

Source: Own
2.6.4 Making Payments
Janata Bank Limited offers a variety of payment activities for customers. These
activities include:
11 | P a g e
Cash Deposit: Customers can deposit cash into their accounts at any Janata
Bank branch.
Online Funds Transfer: Customers can transfer funds to other Janata Bank
accounts or accounts of other banks through the bank's online banking system.
ATM Payments: Customers can use their ATM cards to withdraw cash, make
payments, and transfer funds between accounts.
Direct Debits: Customers can set up direct debits to automatically make payments
from their accounts.
Standing Instructions: Customers can set up standing instructions with the bank
to make recurring payments.
Bill Payments: Customers can pay their utility bills, loan payments, credit card
bills, and other bills through the bank.
International Money Transfers: Customers can send and receive money abroad
through the bank's Money Transfer service.
2.6.5 Interest calculation

Interest calculation activity in Janata Bank first involves calculating the average
daily balance of a fixed deposit account. Then the interest rate is calculated
depending on the amount deposited and the length of the fixed deposit period.
After that, the average daily balance is multiplied by the interest rate to calculate
the interest earned for the quarter. Finally, the interest earned is added for each
quarter to calculate the total interest earned for the fixed deposit period.
2.6.6 Collection of remittance

Janata Bank Limited offers remittance collection services to its customers. The
Bank facilitates the collection of remittances from various sources, including
Western Union, MoneyGram, and other global money transfer services.
Customers can receive remittances directly into their bank accounts or in cash.
They can also avail of the Bank’s online remittance service, which allows them to
make international payments with ease. The Bank also provides a range of
12 | P a g e
services to facilitate the receipt and collection of remittances, including Foreign
Currency Exchange, Credit Card Services, and Money Transfer Services. The
Bank also assists customers in the transfer of funds from one country to another.
2.7 Management Structure of Janata Bank Ltd

The management structure of Janata Bank Limited includes the Board of Directors
at the top. They incorporate the strategy-making process and also provide
guidelines to the subordinates. The board includes Risk Management Committee,
Executive Committee, and an Audit Committee. The Executive Committee cannot
have more than 7 members and they conduct the routine works of the board
between two of its meetings. The Risk Management Committee evaluate the risks
of the business and develop strategies to deal with them. The Audit Committee
audits the financial reports and evaluates the performance of the company.
The Board of Directors is followed by Managing Director (MD) and Chief Executive
Officer (CEO). They implement the strategies selected by the board and ensure
the achievement of the goals of the business.
The divisional and functional General Managers (GM) work accordingly to achieve
the goals and objectives of the business. They supervise the overall operations of
their respective divisions. And the branch managers of each branch focus on the
operations of the branches of Janata Bank Limited.
13 | P a g e
Figure 6: Management structure of Janata Bank Limited
Source: (Janata Bank Limited, 2021)
2.8 Financial Performance of the Organization

Figure 7 shows the profitability comparison of Janata Bank between the years
2020 and 2021. The organization had a total income of BDT 65,497.86 million in
the last quarter of 2021 whereas its total income was BDT 54,923.63 million in the
last quarter of 2020 (Janata Bank Limited, 2021). With the income, the expenses
of the company also increased. In the last quarter of 2020, its total expenses were
BDT 45,113.88 million and in the last quarter of 2021, the expenses increased to
BDT 55,473.86 million (Janata Bank Limited, 2021). Although the expenses rose,
the operating profit of the organization also increased from BDT 9209.75 million to
BDT 10,024.00 million.
14 | P a g e
Figure 7: Profitability comparison of JBL.
The balance sheet items include deposits, loans, investments, equity, total assets,
and capital. A comparison of the values of these particulars can be seen in figure
8. In the last quarter of 2020, the value of the total assets of Janata Bank was BDT
1,043,311.18 million. And the value increased to BDT 1,249,540.23 million in
December 2021 (Janata Bank Limited, 2021). Although the value of total assets
has increased, shareholders’ equity in the company has decreased in 2021 in
comparison with that of 2020. In December 2020, the value of shareholders’ equity
was BDT 51,502.64 million and in December 2021, the value decreased to BDT
47,428.45 million (Janata Bank Limited, 2021).
15 | P a g e
Figure 8: Comparison of balance sheet items of JBL.
Source: (Janata Bank Limited, 2021).
2.9 International Operations of Janata Bank Ltd

Janata Bank Limited currently has 921 branches among which 4 are overseas
branches. The overseas branches are situated in Abu Dhabi, Al Ain, Dubai, and
Sharjah of UAE. The Chief Executive Office of the overseas branches is in Abu
Dhabi. These branches are very useful for the emigrant customers of the bank.
They can now send remittances more swiftly. Modernization of the four branches
has paved the way for better customer services for the expatriate Bangladeshi
customers of Janata Bank. Customers in the UAE can now send remittances to
any bank in Bangladesh through these 4 overseas branches. The bank has
established 8 ATM booths in the UAE as well (Janata Bank Limited, 2023). Janata
Bank will be launching its mobile app soon in the country as well so that the
customers find it easier and more comfortable to accomplish their activities through
the app.
2.10 A Brief Profile of Dhakeswari Road Branch of Janata Bank

Limited
Janata Bank Limited has about 917 branches in Bangladesh. The Dhakeswari
Road branch of Janata Bank is situated at 22/6 Dhakeswari Road, Chawkbazar,
Dhaka-1205. I have worked as an intern in this branch. Its swift code is
JANBBDDH. The routing number of this branch is 135271812. There are 11
16 | P a g e
employees in the branch. There is a cabin for the branch manager and a separate
space for the deputy general manager. There is a section for handling daily
activities such as opening an account, issuing a chequebook, updating the register,
and so on, and a section that handles the activities related to foreign exchange.
The cash counter is handled by three employees. They all are very supportive and
humble. The branch deals with the core activities of Janata Bank. The employees
focus on providing the best customer service collaboratively and enthusiastically.
17 | P a g e
Chapter - 3: Literature Review
3.1 Introduction
Banking services are meant to be customer friendly so that they can satisfy more
customers. This portion of the report focuses on the empirical pieces of evidence
on different aspects of customer services in the banking sector and its relation with
information technology. The topic report concentrates on the impacts of the usage
of information technology on customer services where it is necessary to
understand the information systems that are used in the banking sector and how
they are meeting the expectations of the customers. Previously, the usage of
information systems in the banking sector was not that large but currently, it is
getting greater due to the impacts of information systems on the performance of
banks. The literature of the report focuses on several published journals and
reports regarding the topic and their analysis.
3.2 Adoption of modern technology in the banking sector

According to Akilandeswari & Malliga (2016), the banking sector has been started
to get digitalized during the early 1990s with the development of tech-savvy banks.
In the 1980s, the modern banking system began and it achieved growth with the
development of the internet. The study focuses on the Indian banking system and
states that, with the automation in the banking system, the banks could enhance
customer service as well as reduce cost which led to increased profit for the banks.
Since then, the continuous advancement of technology has paved the way for
banking operations and services. It has reduced the need for manpower and made
operations much easier. Introducing different systems in the banks has made it
possible for banking organizations to save customers’ time and money and also
enhanced customer relationships. The ease of banking with digital technologies
and decreased security threats had played a great role for customers in embracing
modernized banking.
Research by Khan, Bari, & Islam (2019), depicted that the banks established
before 1991 are considered to be the first generation banks in Bangladesh and
Janata Bank is one of them. The bank is in business since 1972 and according to
18 | P a g e
the World Bank Group (2010), it got reformed during 2004-2005 under the order
of EGBMP or Enterprise Growth and Bank Modernization Project of the
Government of Bangladesh. The bank started adopting IT systems in its operations
in 2007-08. After that, the banking operations and its services began to get
modernized and it had a major impact on the profitability of the organization.
3.3 Determinants of customer satisfaction in the banking

industry
A study by Akhter & Uddin (2012) found that there is a substantial positive
relationship among service quality, fair service charge, perceived value, and
customer satisfaction. The research was based on the response of 335 people on
a questionnaire. The study shows that customers are satisfied when they receive
proper value through the products and services of the bank according to their
expectations. In this way, perceived value positively affects customer satisfaction.
The research also reflects on the importance of service quality which can be
measured with the performance of services received by customers. Better service
quality leads to customer satisfaction. The study shows that fair service charge
attracts more customers and has a direct impact on the perceived value because
customers want to pay for only what they get. If the banks charge the customers
fairly for their services, it will positively affect the perceived value as well as
According to Rouf, Kamal, & Iqbal (2018), the perception of service quality differs
for each customer based on their age, gender, profession, and so on. The study
was conducted with 177 customers of different banks across Dhaka city and the
results of the research indicate that each customer’s perception of service quality
may not be the same, a customer can be satisfied with minimal services on the
other hand, another customer may get dissatisfied with the same service quality.
However, the banks need to try and improve their services to attract more people
it enhances the level of customer satisfaction.
19 | P a g e
3.4 Effects of MIS on customer service
The study of Shu & Strassman (2005) shows that information technology has a
positive effect on the productivity of banking organizations. The research has been
conducted analyzing 12 banks which indicates that the adoption of IT in banking
operations has paved the way for productivity and performance improvement. The
study found that IT investments have led the banks towards the highest marginal
products which resulted in enhanced customer satisfaction. The products and
services offered by a bank are the determinants of customer satisfaction and in
developing the products and services, information technology has a major
contribution. The implementation of IT systems in banking operations often helps
improve the offerings of a bank and customers get interested in the bank. This
leads to an increased customer base and improved profitability.
According to AL-Adwan (2016), the use of MIS in the banking sector improves the
quality of service of an organization and in this regard, the staff needs to be trained
well. In an organization, it is necessary to implement MIS for better customer
service but it is also necessary to ensure proper training and learning for the
employees so that they can cope with the new system and perform better. The
study also suggests that the implementation of MIS in banking organizations will
lead to better teamwork and more secure services. Management Information
Systems have a direct impact on the product and service quality of the banks
through which the organizations can gain profitability and sustainability.
3.5 Impacts of Customer Satisfaction on the Banking

Organizations
A study by Darmawan, Mardikaningsih, & Hadi (2017) shows that customer
satisfaction has a positive impact on the corporate image of a banking
organization, and service quality positively affects customer satisfaction. Customer
satisfaction can be ensured by ensuring proper banking services for the
customers. In this era of technology, customers expect more from the banks and
they prefer having completed their banking activities remotely. It saves time and
20 | P a g e
costs as well. And if the bank can successfully satisfy its customers, it will achieve
goodwill and trustworthiness.
According to Kim & Jindabot (2022), a positive corporate image enhances

customer loyalty. Banks are considered as the safe place for their customers
where they can keep their assets safely and also take loans if necessary. For this,
people tend to choose banks based on their goodwill. It helps people trust the
organization with their money and other assets. And this leads to customer loyalty.
The study of Ariff et al. (2013) shows that, when customers get better services from
a bank, it creates an attachment of the customers to the organization. And this
strengthens a loyal customer base. It also helps the organization gain a strong
position against competitors. This is why the study suggests that banking
organizations should be more focused on developing their products and services
so that they can increase customer retention rate and also improve performance.
21 | P a g e
Chapter - 4: Data Analysis and Findings
4.1 Overview of the Management Information Systems Usage in
Janata Bank Limited
During my internship period at Janata Bank, I had the opportunity to learn about
the usage of MIS in banking operations while working on the systems and through
the employees of the bank as well. The information systems’ usage in JBL and its
impact on customer service improvement are discussed below:
4.1.1 Temenos T-24 Software

Janata Bank Limited uses the Temenos T-24 software for its core banking
activities. This is real-time software built with the features of conducting the core
banking activities in a banking organization. T-24 software was established in 2003
by Temenos. In Bangladesh, many banking and financial organizations use this
software. Janata Bank has implemented the software for its daily activities. In the
software, the company keeps all the records of its customers. When a new account
is opened, the information is recorded in the software. With each transaction of the
customers, their respective accounts’ information gets updated. Any account
information can be added or updated anytime by the employees of the bank. The
activities on the software cannot be performed by one person only, it requires the
authorization of one or more employees in the bank. It makes the system safe as
well and reduces the chance of internal corruption.
Figure 9: Temenos T24 sign in page.

Source: (Financial IT, 2022).
22 | P a g e
The software has major effects on customer service improvement, such as,
Automation of Routine Tasks: A wide range of tasks can be automated by T-24

software including account opening, account closing, account maintenance, loan
origination, and so on. It reduces the need for more employees and handles the
jobs in less time. It provides a better experience to the customers by reducing the
chances of error and handling the activities in much less time than before.
Improved Data Management: T-24 is the central database of Janata Bank and
its robust reporting capabilities provide the organization with a better
understanding of its customer’s needs and preferences. With these insights, the
organization can emphasize more on offering more personalized services and
keep the customers satisfied.
Better Compliance: The T-24 software helps JBL comply with regulatory
requirements such as KYC (Know Your Customer), AML (Anti-Money Laundering),
and so on. It helps the organization have proper knowledge about each customer
and reduces the risks for the bank as well.
Enhanced Customer Experience: Temenos T24 software helps JBL ensure a

seamless, efficient, and personalized customer experience. Customers can get
real-time service and the bank can also integrate the system with its mobile
banking platform or website to ensure a self-service option which will increase
4.1.2 Flora Bach

Another system operated in Janata Bank is the BACH system the elaboration of
which is Bangladesh Automated Clearing House. The system has a couple of
components, these are, ACPS or Automated Cheque Processing System and EFT
or Electronic Fund Transfer. With this system, JBL can process the cheques that
came to the bank from different other banks and can also cheques to other banks
for processing. The automated clearing house processes cheques in three steps,
such as scanner, checker, and maker.
23 | P a g e
Figure 10: The BACH process.
Source: (Sultana, 2021).
The system has much impact on customer service improvement. These are:
Ease of Transaction with other Banks: With the BACH system, it has become
easier for customers to transact with other banks. They can send money to people
or organizations not having an account in JBL and they can also receive money in
their account through the cheques that came from other banks’ accounts. This
process has become more simplified by using the BACH system.
Timesaving: As the BACH system is automated, it requires less time to process

cheques. It saves time for the customers and their hassles as well. The employees
of the bank can conduct the process in just three steps. It is quite efficient system
of transactions.
Previously, in the traditional clearing house system, the inward cheques of JBL
had to be sent to the central bank, Bangladesh Bank through employees. They
used to travel with the cheques to the central bank and after processing the
24 | P a g e
cheques manually, they were sent to the respective banks they were written for. It
was quite a lengthy process and used to take several days to process a cheque.
Now the process has become much timesaving with the automated system.
Safe: The BACH system is safe to use because the employees running the
cheques on the BACH system need to be very careful about the amounts and
numbers of the cheques and the total amount of each transaction. They run the
system very carefully ensuring every piece of information is correct. It makes the
system safe and it also enhances customer satisfaction.
4.1.3 JBOne
JBOne is an IT system used by Janata Bank for keeping records of its daily
activities. The activities conducted by each of the employees in JBL are recorded
daily in the system by them. In this way, the organization can keep a track of the
day-to-day activities of the employees.
Figure 11: JBOne login page.

Source: (Janata Bank Limited , 2023)
The benefits of this system on customer service are as follows:
25 | P a g e
Faster service: The system keeps records of the daily activities of employees and
provides real-time information to employees regarding their tasks and progress. It
helps them work more efficiently and ensures a faster service for the customers.
Improved accuracy: JBOne helps Janata Bank in error prevention in transactions.

It provides employees with real-time information and instructions based on the
record of previous activities which decreases the risk of errors and improves
accuracy.
4.1.4 Partner Portal

The partner portal is another IT system implemented by JBL through which the
organization has merged with the Bangladesh Election Commission (BEC) and
became a partner of it. It enables JBL to verify the NID cards of its customers on
its own. Its impacts on customer service are as follows:
Timesaving: The partner portal has made the activities of opening accounts,
making transactions and other activities quite timesaving. Now, JBL can verify the
NIDs of the customers and does not require another medium for it. Accounts can
be opened in a much shorter time with the help of this portal.
Better customer tracking: The system also helps to track customers more
efficiently. The NID verification system gets conducted internally in the
organization and needs to be ensured that all the information provided is valid
before opening an account or providing a loan. It helps ensure better customer
service as well.
4.1.5 OMIS
OMIS or Overview MIS is a platform where the employees can enter everyday data
and it enables the main branch of the organization to access necessary data
anytime. Previously, the data entered by different branches were integrated
monthly or quarterly with the “Central Interfacing Management Information
System” software. But it was not efficient and negatively affected the decision-
making process for the top management. With the OMIS system, this problem is
now resolved and any necessary data can be fetched from the system anytime.
26 | P a g e
Figure 12: OMIS home page.
It has made the banking operations of JBL quite efficient and effective than before.
The customers also get benefitted from this. The system records each transaction
made in each branch of JBL which makes their banking operations secure and
reduces the risk of fraud. The amount of loan granted each day, the amount of
cheque clearance, and the collected remittance all are recorded daily. It helps the
organization have a clearer idea about the overall operations of the bank and
customers can also get their account-related necessary information or documents
such as account statements and so on in a short time. It makes banking operations
convenient for the customers as well.
4.2 Digital Services Offered by Janata Bank Limited

Digital services offered by JBL that have a direct impact on its customer service
improvement are as follows:
4.2.1 Janata Bank Website

Janata Bank Limited has an official website where all the necessary information is
stored and updated continuously. The website shows the recent achievements of
27 | P a g e
JBL. The “About Us” section provides insight into JBL’s history, customers’ rights,
divisional and area office locations, achievements, corporate governance, NRB
branches, financial reports, annual reports, publications, and so on. The products
and services offered by JBL are also included on the website along with their
detailed information. The website also includes information on the international
trade services provided by JBL. Its treasury and capital, circulars, forms, and
contact information are also provided on the website.
The website also includes the vision and mission of the organization. The
exchange rates are also included on the website and are regularly updated. On
the website, there is a portal called “e-learning” which is for the employees of JBL
where they can get necessary learning and training regarding their job
responsibilities. The “PMIS” portal is for the employees as well in which the
information regarding all the employees is included and only the employees can
have access to the portal. The branch locations and locations of the ATMs of
Janata Bank can also be found on the website. The impacts of the website on
customer service improvement are as follows:
Easy Access to Information: Through the website of JBL, customers can have
easy access to the necessary information. The website comes with several
features described above and the customers can easily know about the products
and services of the organization and decide on which products and services will
be more beneficial for them.
Improve customer experience: The website improves customers' experience as

well the information about the daily exchange rate, branch locations, ATM
locations, and quick links for accessing other information. The website has a
feature named “JB PIN CASH”, a service through which the JBL account holders
can send money to the non-account holders easily from any branch of JBL. The
customers can know about the process of this and other related information.
Efficient communication: The website creates a bridge between the bank and
its customers. The customers become able to know the vision and mission of the
organization from the website, they can also find the annual and financial reports
28 | P a g e
from the website which provide necessary insights about JBL and helps people
decide on opening an account in the bank or investing in the bank. The customers
can also find the contact numbers through which they can contact the bank and
resolve their queries.
4.2.2 ATM Service

Another digital service provided by Janata Bank is its ATM service. Customers can
use their debit or credit card JBL for getting the ATM facilities. The cards are
connected to NPSB which allows the JBL cardholders to use any ATM in the
country with a minimum charge on each withdrawal. The cards can also be used
for paying taxes and mobile recharge. The customer gets a mobile SMS after every
transaction through the card.
The impacts of the ATM service of JBL on customer service improvement are given
below:
Convenience: The ATM service enables customers to make transactions anytime

with convenience. Having a debit or credit card from JBL makes transactions
easier for the customers and they do not need to visit the branch for every
transaction.
Easy access: There are many ATM booths of JBL available throughout the
country. The cardholders can find the location of the nearer ATM booth using the
mobile application of Janata Bank or from the website.
Anonymity: The ATM service comes with another benefit of anonymity. Using
cards to make transactions reduces the need for customers to often visit the bank
or interact with the bankers for making transactions.
4.2.3 Janata Bank Mobile SMS Service

A mobile SMS service is provided to the customers from Janata Bank Limited as
well. The customers of JBL get an SMS at the mobile number they have provided
while opening the account. They get a confirmation SMS after opening an account,
besides this, they get an SMS with every transaction they make. The SMS shows
the amount that has been debited or credited from the account and also shows the
29 | P a g e
account balance after the transactions. For this mobile SMS service, JBL semi-
annually charges 115 TK for each customer. In this charge, 100TK is the
commission of the bank and 15TK is VAT.
The mobile SMS alert service has some positive impacts on customer service
improvement in JBL, these are:
Real-time account updates: With the mobile SMS service, customers can get an
SMS notification regarding their transactions, account balances, etc. It helps them
get a real-time account update and be informed about their accounts and helps
them make financial decisions as well.
Increased transparency: The SMS alert service provides a better understanding

of the account to the customers. All the account activities become known to the
customers and it leads to building trust and loyalty toward the bank.
Better customer support: The mobile SMS alert ensures better customer support
through real-time and regular service. To some people, it is more efficient than
traditional channels of communication.
Cost reduction: The SMS alert service reduces costs for both the bank and its
customers. In the traditional system, the customers had to visit the bank if they
wanted to know their balance or make any financial decision. They could not have
enough knowledge of their accounts at all times. With the SMS service, the
customers can always have knowledge regarding their accounts and it reduces
their transportation costs and also saves time. They just need to pay the charges
for the service semi-annually. It is a great way of cost-reduction for the customers.
4.2.4 Janata Bank Mobile Application

A mobile application has been developed by Janata Bank Limited for customers
so that they can get the necessary information from the mobile app. The app
includes several features. Its Homepage includes information about the branch
offices of JBL. The name of each branch along with its address, grade, branch
code, routing number, email address, and contact information of the branch
manager, assistant branch manager, etc. are included in the app. This helps the
30 | P a g e
customers get the necessary information from the app. The app also involves the
addresses of the ATMs of JBL along with their location on the map. The products
and services offered by the organization are also included in the app and its
detailed information can be found in the application as well.
Figure 13: Homepage of Janata Bank mobile app.

Source: Janata Bank mobile app.
By providing such information, the app of Janata Bank Limited has been useful to
the customers. But the usefulness is limited as the app does not have features for
managing accounts or making transactions through the app. To get rid of this
limitation, JBL is currently focusing on developing another mobile application called
“eJanata App”.
4.2.5 eJanata App

Janata Bank Limited is going to introduce another mobile application named
“eJanata”. This app will have vast features in comparison with the current mobile
31 | P a g e
application. The current app does not involve features for customers to conduct
banking operations through the internet. But with eJanata it will be possible for
customers to conduct digital banking online.
A demo version of the application has been launched and in the figure below it can
be seen that the application will have a feature of logging in for the customers using
their unique user id and password. This will make the app more secure as the
personal information of the customers will not be disclosed and no one will have
access to the account details and transactions of customers other than
themselves. This app will be beneficial for the customers of JBL in many ways.
Figure 14: eJanata app home page.

Source: eJanata app.
The benefits eJanata mobile app will have:
32 | P a g e
Check account balances: The application comes with a feature for checking
account balances. The customers will be able to log in to their accounts and check
their balance without visiting the bank physically.
Make transactions: Customers will be able to make transactions through the

eJanata app. They will not be needing to visit the branch for making transactions
anymore which will be much more convenient for them.
Pay bills: The app will also involve a feature to pay different utility bills from home.
This will make the app more useful and convenient for regular use.
4.3 Survey Data Analysis

Data analysis plays one of the most important roles in preparing a report. For this
study, I conducted a survey including several questions about the adaptation of
MIS in Janata Bank Limited and its impact on customer service improvement. The
results of the survey conducted for the study are analyzed below using different
charts:
i. Age Group
Figure 15: Age group of the respondents.

Source: Own.
The first question of the survey I conducted was about the age of the respondents.
There were four options for age groups from which they had to choose one. Their
responses are depicted in figure 15. The chart shows that the majority of the
respondents 40.9% people belonged to the age group “40 or above” while 34.8%
33 | P a g e
of respondents were in the age group of 20-29 and 24.3% of the respondents were
in the age group 30-39. It concludes that most of the customers of Janata Bank I
have contacted for this research were mostly aged, people.
ii. Gender
Figure 16: Gender of the respondents.

Source: Own.
The second question of the study was about the gender of the respondents. figure
16 shows that among the respondents 58.3% were female and 41.7% were male.
Thus, most of the respondents of the study were female.
iii. For how long you are having an account in Janata Bank?
Figure 17: Respondents’ time span of having an account in Janata Bank.

Source: Own.
34 | P a g e
This question was about how long the respondents were having an account in JBL.
The findings in figure 17 show that the majority of the respondents, 51 people,
were having an account in Janata Bank for 1-5 years. Among them, 35
respondents were having a JBL account for more than 10 years. 19 respondents
had the account for 6-10 years and 10 of the respondents said they were having
the JBL account for less than a year. It shows that most customers of JBL are loyal
to the organization and they trust the organization thus they tend to have an
account in the bank for several years.
iv. Which type of banking system you feel comfortable with?
Figure 18: Respondents’ preference for the banking system.

Source: Own.
This question focuses on the type of banking system that the customers prefer
most. Most of the respondents, about 64.3% of them said they prefer the
modernized or digital system. But 35.7% of the respondent said they prefer the
traditional banking system.
v. Do you find the mobile SMS service of Janata Bank useful?
35 | P a g e
Figure 19: Respondents’ perception of the usefulness of the mobile SMS service
of Janata Bank.
Source: Own.
This question in the survey questionnaire was about the mobile SMS service of
Janata Bank Limited and its usefulness whose responses are shown in figure 19.
Among the respondents, 93% said that the mobile SMS service of JBL is useful
and 7% people said the service is not useful. It concludes that most of the
customers of Janata Bank think that the mobile SMS service is useful.
vi. Do you use the “Janata Bank” mobile app?
Figure 20: Usage of “Janata Bank” mobile app.

Source: Own.
36 | P a g e
This question focuses on the usage of the “Janata Bank” mobile app by its
customers. Figure 20 shows, among the respondents, 56.5% said that they use
the mobile app and 435% of respondents said the opposite. It indicates that a
majority of people use the mobile app of Janata Bank but there are still a lot of
people who do not prefer using the app.
vii. If you use the app, how did you get to know about the app?
Figure 21: The way users got to know about the app.
Source: Own.
The responses to this question depicted in figure 21 show that 10.8% of
respondents got to know about the mobile app of Janata Bank from their family
members, 19.3% had known about the app from their friends, 55.4% had known
about the app from the bankers of Janata Bank and 14.5% respondents got to
know about it from other sources. The data here indicates that most people who
use the mobile app of Janata Bank got to know about the app from the bankers of
Janata Bank. And as there is not much social media marketing of Janata Bank or
its mobile app, none of the respondents answered social media in this question.
37 | P a g e
viii. Do you visit the website of Janata bank for your necessary
information or do you prefer using the app?
Figure 22: Respondents’ preference between the website and the app.
Source: Own.
The responses to the question about the preference of people between visiting the
official website of Janata Bank and using the mobile app are shown in figure 22.
The chart shows that 51% of the respondents prefer visiting the website while 49%
of respondents prefer using the app. The difference is not much. Although the
majority of people prefer the website, the preference for the mobile app cannot be
overlooked.
38 | P a g e
ix. If you use the app, do you find it useful?
Figure 23: Usefulness of the app according to the respondents.

Source: Own.
This question was about the usefulness of the mobile app according to its users.
Figure 23 shows that 47.8% of the respondents said that the app is useful and
52.2% responded “Maybe” which indicates that a majority of the respondents are
not quite sure about the usefulness of the app.
x. Do you hold a debit or credit card from JBL?
Figure 24: Responses on holding a debit or credit card of JBL.

Source: Own.
Figure 24 shows the responses regarding the cards of JBL. It shows 34.8% of
the respondents hold a debit or credit card of JBL while 65.2% do not. That
39 | P a g e
means a majority of the respondents do not take the ATM service of Janata
Bank.
xi. Do you feel comfortable with the digital services of Janata Bank?
Figure 25: Respondents’ perception of the comfortability of the digital services of

Janata Bank.
Source: Own.
This question reflected the user's comfort with the digital services provided by
Janata Bank Limited. On this question, 78.3% of the respondents answered
positively and 21.7% were neutral. No one responded negatively thus it indicates
that a majority of the respondents feel comfortable with the digital services of
Janata Bank.
40 | P a g e
xii. Which digital service of Janata Bank feels more satisfactory to
you?
Figure 26: Respondents’ preference for digital services of Janata Bank.

Source: Own.
Figure 26 shows the responses to the question about the digital service of JBL that
seems to be more satisfactory to the respondents. 40 of the respondents answered
that they feel satisfied with the mobile SMS service of JBL while 26 of the
respondents said that the website is more satisfactory. Another 21 of the
respondents think the ATM service is more satisfactory and 15 people said that
they think the mobile app of JBL is more satisfactory, Other than these, 7 of the
respondents said, to both the mobile SMS service and website seem to be
satisfactory. Another 6 people responded that both the mobile SMS service and
mobile app seem satisfactory to them. Thus, to most of the respondents, the
mobile SMS service is more satisfactory. Many people also think the website is
quite satisfactory.
41 | P a g e
xiii. Do the digital services of the bank attract you to it?
Figure 27: Respondents’ perception of the attractiveness of the digital services of

Janata Bank.
Source: Own.
Figure 27 indicates that about 80.9% of the respondents are attracted to JBL for
its digital services although 10.4% people said they are not attracted by its digital
services and 8.7% people said they are somewhat attracted by the digital services
of JBL. Thus, the digital services of JBL have been able to attract many people.
xiv. Do you think the digital services of Janata Bank are being able to
save your time?
Figure 28: Respondents’ perception towards digital services of Janata Bank and
time-saving.
Source: Own.
42 | P a g e
Figure 28 shows that about 91.3% of the respondents think that the digital services
of JBL have been able to save them time. On the other hand, about 8.7% of the
respondents think the opposite. Therefore, most people think that the digital
services of JBL are saving them time.
xv. The digital services of the bank are secured to use.
Figure 29: Respondents’ perception of the security of the digital services of the
bank.
Source: Own.
The chart in figure 29 depicts that 75.7% of the respondents agree that the digital
services of JBL are secure to use. About 13.9% of the respondents strongly agree
with the statement and 10.4% people are neutral about it. Thus, it can be
concluded that the digital services of JBL are secured to use and trusted by its
users.
43 | P a g e
xvi. How often do you use the digital banking services offered by
Janata Bank?
Figure 30: Frequency of use of the digital banking services of Janata bank.
Source: Own.
The question was about the usage of the digital services of JBL by its customers.
About 73.9% of the respondents said that they use digital services occasionally
while 26.1% of the respondents said they use them regularly. No one responded
negatively to this question, therefore, it can be said that every respondent of JBL
uses the digital services of JBL and mostly they use them occasionally.
xvii. The digital services of the bank need improvements.
Figure 31: Respondents’ perception about improving the digital services of

Janata Bank.
Source: Own.
44 | P a g e
The question involved a statement about whether the digital services of JBL need
improvement or not. Here, 84 of the respondents agreed with the statement, and
22 strongly agreed although 9 of the respondents were neutral about this.
Therefore, a majority of the respondents agree that the digital services of Janata
Bank need improvements.
xviii. Can you suggest some improvements in the digital services of

Janata Bank?
Figure 32: Respondents’ suggestions about improving the digital services of

Janata Bank.
Source: Own.
Figure 32 shows the responses suggesting some improvements in the digital
services of Janata Bank Limited. This was an open-ended question and not a
mandatory question to be answered. This is why only 50 of the 115 respondents
provided their valuable suggestions. And considering the similar responses as a
label, the above chart is formed. Here, the chart shows that 8 of the respondents
think JBL should ensure 24/7 automation. Another 10 of the respondents think the
mobile app should have more options, 16 people suggested that the mobile app
needs to be updated while the other 16 of the respondents suggested adding more
digital features to enhance the digital services of JBL.
45 | P a g e
xix. Have you heard about the “eJanata” app (the internet banking
application that is to be launched soon)?
Figure 33: Responses about the eJanata app.

Source: Own.
The last question of the survey was about the eJanata mobile app. It is an internet
banking application that is going to be introduced soon by Janata Bank. Figure 33
shows that about 73.9% of respondents have heard about the app and about
26.1% of the respondents have not. Thus, a majority of JBL customers have heard
about the “eJanata” mobile app.
46 | P a g e
4.4 Findings
i. Several IT systems are being used in Janata Bank Limited for conducting
banking operations efficiently. The Temenos T24 software, Flora BACH,
JBOne, JBMIS, Partner Portal, JBL report, etc. are the information systems
utilized in JBL and they have a major impact on the organizational
profitability and its customer engagement.
ii. The digital services provided by JBL to its customers are its mobile SMS
service, website, mobile application, and ATM service which directly
influence customer satisfaction.
iii. The usage of MIS in JBL includes the IT systems it uses for its operations
as well as the digital services it offers to its customers. Although all these
have positive impacts on customer service improvement, major
developments are necessary for the systems.
iv. Through the survey, the feedback of customers on the digital services of
JBL is assessed. The overall survey result shows that the customers are
somewhat satisfied with the services of JBL. But the services need
developments to improve customer services and enhance customer
satisfaction.
v. The survey results found that most of the customers of JBL are elderly
people having an account in the bank for a long time and many of them
prefer the traditional system of banking and some are satisfied with the
current digital services of JBL. Although many of the customers are loyal
and satisfied, a majority of the customers agree that the digital services of
JBL require improvements.
47 | P a g e
Chapter - 5: Summary, Conclusion, and
Recommendations
5.1 Summary
In this new era of technology, the usage of MIS has become essential for any
organization. Similarly, its increasing usage can be seen in the banking industry
as well. The banking industry had started to get digitalized since the beginning of
the internet. With the evolution of new and advanced technology, the usage of MIS
now has a greater impact on customer service improvement. The study on the
usage of MIS in Janata Bank Limited shows that the organization has implemented
several IT systems for conducting its operations which have positive impacts on
customer service improvement. However, the digital services provided by JBL
need to be improved. There are many loyal customers of the bank and many of
them are satisfied with the digital services but they have also suggested that the
digital services should be improved for better performance. The overall report
shows that there is a significant relationship between the usage of MIS and
customer service improvement in the banking industry and banks should adopt
advanced technologies to enhance their performance and customer satisfaction.
5.2 Conclusion
In this era of technology, every organization must implement IT systems to improve
customer service. The banking industry is one of the most economically
dependable industries for people. And they prefer more secure and advanced
systems so that they can keep their assets safe and secured. In this report, the
MIS practices of Janata Bank Limited and their impact on customer service
improvement are reflected. The report includes a discussion of the organization
and its operations. The implementation of MIS has also been depicted in the report
along with its impact on customer satisfaction. JBL offers several digital services
to its customers for ease of banking operations. The services and the way they
influence customers are analyzed in the report. The report is based on a survey,
the result of which provides insight into the digital services offered by JBL to its
customers and their response to the services. The customers are somewhat
48 | P a g e
satisfied with the digital services of JBL but there should be more improvements.
The study shows that most of the customers of JBL are loyal although they expect
more from the organization. The study also shows that the digital services of JBL
seem to be secure to the customers and they trust the organization. Some of the
customers are attracted to the organization through its digital services and
trustworthiness. The findings depict that although JBL has adopted several IT
systems and implemented MIS in its internal and external activities, they need to
be more focused on the development of the systems to ensure a better customer
experience.
5.3 Recommendations
i. Janata Bank Limited should be more focused on improving customer
satisfaction.
ii. The digital services offered by Janata Bank should be developed to attract
more customers.
iii. The mobile application eJanata should be launched soon so that customers
can conduct their banking activities remotely which will solve the problems
customers face with the current mobile application of JBL as well.
iv. JBL should focus on its marketing activities as well so that the customers
can have a clearer idea about the organization and its services.
v. The number of ATM booths should be increased so that customers can
easily conduct their banking activities from the ATMs.
vi. A 24/7 digital service of JBL should be available so that the customers can
easily make transactions anytime, anywhere.
vii. Steps should be taken to strengthen the IT systems of the organization to
gain customers’ trust and loyalty.
viii. Janata Bank Limited should be more focused on enhancing customer
engagement through digital service development, enhancing the security of
the system, and providing more ease of banking to the customers.
ix. The employees should be trained to be more competent so that they can
perform better and enhance customer satisfaction.
49 | P a g e
References
Akhter, B., & Uddin, M. B. (2012). Determinants of Customer Satisfaction of
Banking. Pakistan Journal of Commerce and Social Sciences (PJCSS),
242-256.
Akilandeswari, S., & Malliga, D. (2016). EVOLUTION OF TECHNOLOGY IN THE

BANKING SECTOR. Shanlax International Journal of Arts, Science &
Humanities.
AL-Adwan, M. M. (2016). Management Information Systems & Their Impact on

Improving the Quality of Service at the Commercial Bank Customers.
International Journal of Business and Social Science.
Janata Bank Limited. (2021). Annual Report 2021. Retrieved from Janata Bank
Limited :
https://www.jb.com.bd/includes/pdf/annual_report/annual_report_2021.pdf
Ariff, M., Yun, L. O., Zakuan, N., & Ismail, K. (2013). The Impacts of Service
Quality and Customer Satisfaction on Customer Loyalty in Internet
Banking. Procedia - Social and Behavioral Sciences, 469-473.
Darmawan, D., Mardikaningsih, R., & Hadi, S. (2017). The Effect of Service
Quality, Customer Satisfaction and Corporate Image on Customer Loyalty
in the banking sector in Indonesia. Journal of Business and Management,
46-51.
Financial IT. (2022). Products . Retrieved from Financial IT :

https://financialit.net/products/banking/temenos-t24
Janata Bank Limited . (2023). Home. Retrieved from Janata Bank Limited:
https://www.jb.com.bd
Janata Bank Limited. (2012). OMIS_User_Guide. Retrieved from Janata Bank

Limited: https://www.jb.com.bd/includes/pdf/OMIS_User_Guide.pdf
50 | P a g e
Khan, M., Bari, M., & Islam, M. (2019). Technological Influences on Employment
and Unemployment: An Empirical Study on Banking Sector in
Bangladesh. MAYFEB Journal of Business and Management, 1-11.
Kim, L., & Jindabot, T. (2022). Evolution of customer satisfaction in the e-banking
service industry. Innovative Marketing, 131-141.
Rouf, M., Kamal, M., & Iqbal, M. (2018). Customers’ perception of service quality
of banking sectors in Bangladesh. International Journal of Law and
Management, 922-933.
Shu, W., & Strassman, P. (2005). Does information technology provide banks
with profit? Information & Management , 781-187.
Sultana, J. (2021). What Is Bangladesh Automated Clearing House And How It

Works? Dhaka: Swaonojatraa.
World Bank Group . (2010). Bangladesh - Enterprise Growth and Bank

Modernization Project (English). Washington, D.C.: World Bank Group.
51 | P a g e
Appendix
52 | P a g e
53 | P a g e
54 | P a g e
55 | P a g e
56 | P a g e
57 | P a g e
58 | P a g e

Internship Report (Dipty)

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Internship Report (Dipty)

Uploaded by

Copyright:

Available Formats

Internship Report

Using Management Information Systems (MIS) to Improve Customer

Silvia Karim Dipty

BBA 13th Batch

Department of Management Information Systems (MIS)

Faculty of Business Studies

Mohammad Moqbul Hossain Bhuiyan

Department of Management Information Systems (MIS)

Faculty of Business Studies

Date of Submission: January 30, 2023

Therefore, I would be grateful if the report I have prepared is accepted and I

Silvia Karim Dipty

ID: 029-13-031; Section: A

Department of Management Information Systems (13th Batch)

Faculty of Business Studies

Mohammad Moqbul Hossain Bhuiyan

Department of Management Information systems (MIS)

Faculty of Business Studies

Then, I would like to pay gratitude to my internship supervisor, Mohammad Moqbul

I would also like to extend my gratitude to Md Maniruzzaman Akhter Sujan, branch

Lastly, I would like to express my gratefulness to my classmates and colleagues

Silvia Karim Dipty

ID: 029-13-031; Section: A

Department of Management Information Systems (13th Batch)

Faculty of Business Studies

1.1 Background of the Study

1.2 Rationale of the Study

1.3 Objective of the Study

1.3.1 Broad Objective

1.3.2 Specific Objectives

1.5 Research Methodology

1.5.2 Data Type

Primary Data Sources

The primary sources of collecting data are:

i. A survey was conducted among the customers of Janata Bank Limited.

Secondary Data Sources

The secondary sources of gathering data for this report are:

i. Website of Janata Bank Limited.

1.5.3 Data Analysis

1.5.4 Description of Internship

1.6 Organization of the Report

Finally, the report includes a reference list and appendices.

1.7 Limitations of the Study

Figure 1: Logo of Janata Bank Limited.

2.2 Vision of the Organization

2.3 Mission of the Organization

Providing customers with

Figure 2: Mission of Janata Bank

2.4 Objectives of the Organization

To become one of the

Figure 3: Objectives of Janata Bank Limited

Professionalism: One of the core values of Janata Bank is professionalism. The

Growth: Another value of the organization is growth. It believes in the continuous

Figure 4: Values of Janata Bank Limited

Accountability: Another core value of the organization is accountability. The

2.6 Core Business Activities of Janata Bank Limited

2.6.1 Opening new accounts

2.6.2 Collecting deposits

2.6.3 Closing accounts

Figure 5: Core business activities of Janata Bank Limited

2.6.5 Interest calculation

2.6.6 Collection of remittance

2.7 Management Structure of Janata Bank Ltd

2.8 Financial Performance of the Organization