Internship Report

An Evaluation of General Banking Activities of

Janata Bank PLC

(This Report has been Submitted in Partial Fulfillment for the Degree of Bachelor of
Business Administration (BBA) in the Department of Finance, University of Chittagong)

Prepared By
MD. Sakib Hossen
BBA Eight Semester 2021
ID. 18303033
Department of Finance
University of Chittagong

Under The Supervision Of

Professor Dr. Mohammad Nesarul Karim
Chairman
Department of Finance
University of Chittagong

November 2023

I
 Letter of Transmittal

Date: Oct 01, 2023

Professor Dr. Mohammad Nesarul Karim
Chairman
Department of Finance
University of Chittagong
Subject: Submission of internship report.

Dear Sir,

I would like to inform you that I have completed my internship report on the topic “An
Evaluation of General Banking Activities of Janata Bank PLC” of Bangladesh. I have
completed my internship attachment period with Janata Bank PLC, Chawkbazar Brance.
Preparing this report, I have collected information from all available sources in the most
realistic and professional way.

In writing this report, I have followed the instructions of my organization while at the same
time consulting my institute supervisor. I have endeavored to the utmost potential and limited
constraints to project the report as reflective as possible. I earnestly hope that this report will
meet your specification would be delighted to furnish you with any clarification if required.

Thanks and Regards

Yours Truly

-------------------------------

MD. Sakib Hossen

ID: 18303033
Department of Finance
University of Chittagong

II
III
 Declaration of Student

I, Md. Sakib Hossen, ID 18303033, hereby declare that the present Internship Report “An
Evaluation of General Banking Activities of Janata Bank PLC.” Uniquely prepare by me
after completion of two-months internship of Janata Bank PLC.

I also confirm that this report is only prepared for my academic requirement. The work has
not been published in any journal or magazine, any other university or institution for any
degree, associate-ship, and studentship fellowship and other similar title of prize.

I further under take to indemnity the university against any loss or damage arising of forgoing
obligation.

Thanks and Regards

Yours Truly

-------------------------------
Md. Sakib Hossen
ID: 18303033
Department of Finance
University of Chittagong

IV
 Letter of Acceptance

This is to certify that this report “An Evaluation of General Banking Activities of Janata
Bank PLC” for the Bachelor of Business Administration (BBA), Department of Finance,
University of Chittagong carried by MD. Sakib Hossen , ID. 18303033, under my
supervision.

The student is found to be sincere and hard working.

I wish him every success in his life .

__________________________

Professor Dr. Mohammad Nesarul Karim

Chairman

Department of Finance

University of Chittagong

V
 Preface

As a part of the course curriculum, each student of the Bachelors of Business Administration
of University of Chittagong has to accomplish a project work, which is to preparing an
Internship report. In order to face the challenges of the new millennium, there is no better
sector for us than to learn about the Banking system and its Activities. The report has been
prepared on the basis of general activities and the analysis of performance of the bank. I have
prepared this Internship report on “An Evaluation of General Banking Activities of Janata
Bank PLC” which is core activity of a bank.

I was assigned at the Chawkbazar Branch of Janata Bank Limited to complete my internship
program during my internship. I had a lot of fun, but most importantly, I realized how to work
under the pressure of responsibilities. This practical orientation is necessary for the
development and preparation of a person before entering into the corporate world.

I tried my level best to learn something during two-months internship period and prepared
this report. However, my main concentration was General Banking section and thereby, I
allocated Maximum time to work at General Banking section. Therefore, in this report I have
described about my job responsibilities at General Banking.

VI
 Acknowledgememt

Successful completion of any work needs inspiration, guidance, and financial and logical help
from others. My study is not behind this theme. In preparing this report, different persons
have extended their helping hands to me. It would have not been possible for me to prepare
this report without their help. I am very much fortunate to get the sincere guidance and
supervision from a number experienced person.

First of all, I would like to express my indebtedness and deep sense of gratitude to my
Institution’s supervisor Professor Dr. Mohammad Nesarul Karim, Chairman, Department of
Finance, University of Chittagong, as without his kind direction and proper guideline this
study would have been a failure. In every phase of preparing the report, his supervision
helped me a lot to complete this report

I am especially grateful to Mr. Syed Mohammad Jahed Mahmud, Manager, Chawkbazar

Branch, Janata Bank PLC. and help to do my internship. I also like to give thanks to all other
senior officers of the Branch for giving me suggestions and facilitating my internship report.

I would like to convey my thanks to all other officers for their valuable suggestions and
contributions that have helped me much in preparing this report.

……………......……

Md. Sakib Hossen

ID: 18303033

Department of Finance

University of Chittagong

VII
 Abstract

This project paper is a partial requirement for the Bachelor of Business Administration. As a
part of the project paper program, General Banking Activities of Janata Bank PLC” was
placed by me. A lot about operations of this bank is learned by me.

Janata Bank PLC is a commercial Bank which is one of the most popular banks in
Bangladesh. The Bank started its operation from 1972, during this time it has improved its
image in the society as a commercial Bank. Now it has 918 branches in Bangladesh. All
branches are situated in the highly demanded areas and rural areas.

This report is not only explores Janata Bank’s activities as one of the leading government
companies, but also highlights the performance of this bank. This report consists of 6
chapters.

In the report, at the very first introduction of the report, objectives, scope, and
methodology, sources of data collection and limitations of the study have been
acknowledged.

In the second chapter Literature Review has been described i.e. Definition of bank and
banking, overview of banking sector of Bangladesh.

In the third chapter Overview of Janata bank has been described i.e. Background of Janata
bank, Products and services of the bank, Bank operational area and Internship experience.

In the fourth chapter findings in different situations about general banking performance of
Janata Bank PLC are denominated.

In the fifth chapter findings and Analysis for the better understanding of the report are
provided.

In the sixth chapter Recommendation and Conclusion are presented.

VIII
 Table of Contents

Sl. No. Description Page

Cover Page i
Letter of Transmittal ii
Certificate Provided by Organization iii
Declaration of Student iv
Certificate of Supervisor v
Preface vi
Acknowledgement vii
Abstract viii
Table of contents ix

Chapter 1: Introduction 1
1.1 Background of the Study 2
1.2 Objectives of the study 2
1.3 Methodology of the study 2
1.4 Sources of Data 3
1.5 Scope of the study 4
1.6 Limitation of the study 4

Chapter 2: Literature Review 5

2.1 Definition of Bank and Banking 6
2.2 Overview of Banking Sector in Bangladesh 6
2.3 History of Scheduled/Commercial Bank 7

Chapter-3: Overview of Bank 10

3.1 Background of Janata Bank Limited 11
3.2 Products & Services 12
3.3 Bank Operational Area 13
3.4 Internship Experience 15
3.4.1 Internship Position, Duties & Responsibilities 15
3.4.2 Foreign Remittance Department 15
3.4.3 Account & Clearing Department 16

Chapter-4: General Banking 18

4.1 General Banking 19
4.2 Customer Service 19
4.3 Service and Product 20

Chapter-5: Findings and Analysis 28

5.1 Ratio Finding and Analysis 29
5.2 Other’s Finding of JBL 31
5.3 Analysis & Discussion 33

Chapter-6: Summary and Conclusion 36

6.1 Summary 37
6.2 Conclusion 38
Bibliography 39

IX
 CHAPTER ONE:

Introduction

1
1.1. Background of the Study:

Now we are living in the age of competition at anything in any places. From that tendency
recently Education is also in the age of competition. So, the procedures and standards of
teaching are upgraded by different universities and institution in our country. In respect to
that, internship is mandatory for our BBA program offered by Department of Finance,
University of Chittagong. This program is a partial fulfillment of our BBA curriculum. To do
so I decided to complete my internship in Janata Bank PLC. In connecting, Human
Resource Department of Janata Bank sent me to the Chawkbazar Branch and assigned to
prepare this report. Internship program is the practical aspect of our theoretical learning. It
makes a bridge between the gap of classroom learning and practical learning. In this view,
Internship plays a pivotal role for each professional degree like BBA. The study will help
formulate suitable policies taking into consideration different ideas, suggestions and feelings
of the customers and bankers. Furthermore, it may note that Janata Bank executives who are
really executing the policies undertaken by the top management will have a chance to
communicate their interaction and provide necessary feedback.

1.2 Objectives of the study:

The main objective of the study is,

To acquire knowledge about relationship between theoretical knowledge and practical

activities.

There are many sub-objectives are as follows:

❖ To know about Branch level General Banking Activities.

❖ To fulfill academic requirement.

❖ To gain practical knowledge in banking.

❖ To recommend ways and means to solve problems regarding Banking.

2
1.3 Methodology of the study:

The information which is represented in the report is collected internally and externally.
Internal section can be the combination of primary data and external represents secondary
data.

Within two-months a lots of event have been occurred from where it helps to prepare the
report. Sometime orally I have collected information which is not available. And these can be
gathered only personal experience.

1.4 Source of Data:

To make the Report more meaningful and presentable, two sources of data and information
have been used widely.

Source of Data

Figure: Sources of data

Both primary and secondary data sources were used to generate the report.

1.4.1 Primary Sources:

Interview, observation, and 2-months work experience with different divisional in charge and
suggestions of many executives of the bank.

3
1.4.2 Secondary Sources:

Annual reports of Janata Bank Limited, Instruction circular of Head Office, Brochures of
different Banks, News Paper & Magazine regarding Banking issues, Seminar papers and so
on.

Table: Sources of Secondary Information

Sources Validity Reliability Practicality

Annual Report Of 2021 High High High

Internet Moderate Moderate High

Text book High High High

1.5 Scope of the study:

The duration of the study was a very short span of time. It was only two-months long
internship program (July 2023 to August 2023). It was very much hard to complete a report
as well as assigned tasks by the Bank. So, I had to complete this study facing very much time
presser. This report covers only General Banking Services, activities and procedures of
Janata Bank PLC. Especially this report emphasizes on the comparison of different bank
interest rate and deposit schemes, in a word financial product. It considers only one Branch
from all well-known public & private Banks.

1.6 Limitations:

❖ Inexperience on practical work to do so.

❖ Two months’ time is not proper to perfectly represents on this task.

❖ Sometimes data is not available.

4
 Chapter Two:

Literature Review

5
2.1 Definition of Bank and Banking:

Bank is an institution that deals in money and its substitutes and provides crucial financial
services. The principal type of baking in the modern industrial world is commercial banking
and central banking. Banking Means "Accepting Deposits for the purpose of lending or
Investment of deposits of money from the public, repayable on demand or otherwise and
withdraw by cheque, draft or otherwise." The concise oxford dictionary has defined a bank as
"Establishment for custody of money which it pays out on customers order." In fact, this is
the function which the bank performed when banking originated. "Banking in the most
general sense, is meant the business of receiving, conserving & utilizing the funds of
community or of any special section of it."

2.2 Overview of Banking Sector in Bangladesh:

2.2.1 Financial System in Bangladesh:

Financial System is the set of well-organized institutional set up which helps to transfer
excess funds from surplus unit to deficit unit. The financial system in Bangladesh includes
Bangladesh Bank (the Central Bank), scheduled banks, and non-bank financial institutions
like leasing etc. Microfinance institutions (MFIs), insurance companies, co-operative banks,
credit rating agencies and stock exchange. Banking sector occupies the lion portion share of
financial system in Bangladesh. Bangladesh bank is authorized for regulating and supervising
financial institutions in Bangladesh.

2.2.2 Banking sector in Bangladesh:

Despite in recent years, many non-bank financial institution has been established, still the
financial system of Bangladesh is mainly banking sector based. Banking sector consists of
Bangladesh Bank as the central bank, four state-owned commercial banks, four specialized
Bank/development financial institutions, thirty private commercial banks and nine foreign
commercial banks.

6
2.3 History of Scheduled/Commercial Bank:

2.3.1 State-Owned Commercial Bank:

Bangladesh becomes independent after long nine months war. Before the liberation, most of
the banking company were owned by the then west Pakistanis. So, the then Government of
Bangladesh nationalized all the banks operating in Bangladesh except foreign Banks
(Incorporated in abroad). All these banks were grouped into commercial banks through
merger process. Among the six commercial banks, two banks namely Pubali bank and Uttara
bank were shifted to private sector in January, 1985 and another bank Rupali bank was
incorporated as public limited company with effect from December, 1986. The rest three
banks namely Sonali bank, Agrani bank and Janata bank were also transferred as public
limited company in 2007. So, now there are four state owned commercial banks operating in
Bangladesh.

In a report of IMF, it has been stated that the initial focus on state-led banking imitate the
Government’s lively quest of industrial policies to inspire growth. SCBs were considered as
the proper means of generating savings that could be facilitate industrial finance to the sectors
of the economy with the best growth prospects. SCBs major drawbacks are the lack of
corporate governance and undue political pressure even in loan disbursements without proper
analyzing the prospects of the borrower. Despite recently some measures have been
undertaken but this legacy is still visible in high NPL ratios and frail solvency. The
Government of Bangladesh has indicated its desire to divest of the state owned banks, and
took an initiative in late 2008 to make them limited liability companies. The Ministry of
Finance, in consultation with the SEC and BB allowed the banks to move their accumulated
losses into capital surpluses based on the notion of Goodwill.

2.3.2 Specialized Bank/Development Financial Institutions (DFIs):

After liberation, two specialized bank operating in Bangladesh were also nationalized and
renamed as Bangladesh Krishi Bank and Bangladesh Shilpa Bank. But Bangladesh Krishi
bank was divided in 1987 and renamed as Rajshahi Krishi Unnayan Bank (RAKUB) for
Rajshahi Division to promote agricultural development in that region and Bangladesh Krishi

7
bank for the rest of part of the country. In 1988, another specialized bank name Bank of
Small Industries and Commerce Bangladesh Ltd. (BASIC) was established as private bank to
promote small and medium entrepreneurship. In 1993, the then Government of Bangladesh
took the control of BASIC and was declared it as a specialized bank. Bangladesh Shilpa Bank
was merged with Bangladesh Shilpa Rin Sangsta (BSRS) in 2010 and renamed as
Bangladesh Development Bank Limited (BDBL). So, currently there are four specialized
banks which are termed as Development Financial Institutions (DFIs) operating in
Bangladesh.

2.3.3 Private Commercial Bank:

Local private commercial bank started operation in the decades of 1980's. We can categorize
local private bank in the following manner:

❖ First generation bank: Those established in the decades of 1980s.

❖ Second generation bank: These banks started operation in 1990 to 1995.

❖ Third generation bank: After 1998, these banks are established.

At present, there are thirty local private commercial banks operating in Bangladesh. PCBs
dominate the banking sector of Bangladesh. More than fifty percent of total deposits and
assets are covered by the PCBs. The performance of PCBs is much better than SCBs and
DFIs in all respects. Client service innovation and banking service automation is one of the
major reasons for their domination over the SCBs and PCBs. among the three generation of
PCBs, third generation banks are more innovative and provide better client services through
automation whereas first generation banks are little bit in backward position though they
continuously improving their condition to compete in the market. Bangladesh’s PCBs have
quickly occupy market share at the expense of the state-owned commercial banks (SCB) and
presently grasp more than 59 percent of total deposits whereas it is only 28 percent for the
SCBs and PCBs assets coverage is 58% whereas it is only 29% in SCBs.

2.3.4 Foreign Commercial Banks (FCBs):

Before liberation, there were few FCBs operating in the country which was incorporated in

8
abroad. Among those foreign banks, Standard chartered Grindlays Bank was merged with

Standard Chartered Bank in 2003 and then American Express Bank further merged with
Standard Chartered Bank in 2005. Credit Agricole Indosuez bank was renamed as
Commercial Bank of Ceylon Ltd. in 2003. Currently, there are nine foreign commercial banks
operating in Bangladesh. Foreign Commercial Banks suffered for lack of wide spread branch
network.

9
 Chapter Three:

Overview of Bank

10
Introduction:

Mankind’s greatest achievements happened in great leaps and bounds. The realization and the
hard work took a while but the end result always brought about massive changes to lifestyles.

Janata Bank’s tale of success follows a similar trail of high goals and an indomitable will to
perform the required hard work. Obstacles were always considered as challenges to be
conquered. Although they managed to successfully define complete each goal, each
accomplished goal inspires them to tackle the next with optimism. It has strengthened strives
to offer flawless and efficient banking to all spheres of the community. Every year they plan
to take ever greater initiatives to bring about better changes in banking. It is not just going to
be a step forward; it is going to be a great big leap for banking in this country.

3.1 Background of Janata Bank PLC:

With the emergence of Bangladesh as an independent, sovereign state in 1971 after a

devastating nine-months war against the West Pakistani occupation army, a war, full of blood
and tears, trauma and pain of millions of our beloved ones, the legacy of rebuilding the
already broken financial base of the country was felt as an urgent call of the day against a
collapsed economic reality of a newly born state.

3.1.1 Inception:

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

11
3.1.2 Corporatization:
In 15 November, 2007 Janata Bank got registered with the Joint Stock of
Registrarsandrestructured it as a public limited company with the name Janata Bank PLC.
3.2 Product and Services

There are many state-owned and private commercial bank in Bangladesh. Among all Janata
Bank (JB) is the second largest state-owned commercial bank. Janata Bank provide both
corporate and retail banking services with a strong focus on socio economic development of
the country. The bank typically provides short-term working capital loan and limited long
term credit exposure.

Moreover, Janata Bank offers micro enterprise and special credit as well as rural banking.
Under corporate banking services, Janata Bank provides trade finance, consumer finance,
project finance, syndicate finance. On the other hand, various deposit scheme and remittance
facilities are delivered through retail banking.

❖ Deposits

1. Current & Call Deposits

2. Savings Bank Deposits
3. Monthly Scheme Deposits
4. Term Deposits
5. Special Notice Deposit
Loans & Advances
1. Term Loan
2. Small and Medium Enterprise Loan
3. Continuous Loan
4. Rural & Agro-Credit
5. Poverty Alleviation Program

12
6. Micro & Cottage industries loan
7. Specialized Loan Program
8. Import & Export Finance
9. Letter of Credit

❖ Services

1. Financial Services (Inland Remittance)

2. Financial Services (Foreign Remittance)
3. Other Financial Services
4. Utility Services
5. ATM Service
6. Welfare Service
7. Service to the Government
8. Other Service
9. Customer Care

❖ Web based Spot cash

1. Speedy Remittance Cell

2. Western Union
3. IME
4. Placid N.K. Corporation
5. X-Press Money
6. NBL Quick-Pay
7. Prabhu Group Inc.

8. Trans Fast Remtt

9. Ria Financial service
10. Marchentrade
11. EZ Remtt.
12. CBL Money Transfer
13. Cash X-Press
14. Samba Financial Group
15. MoneyGram
3.3 Bank Operational Area

Janata Bank PLC has started its operation from November 15, 2007.The management of the
bank lies on a 12-member board of directors. The government appoints the board of directors
and the executive head is managing director and chief executive officer (CEO). He is assisted
by one deputy managing director, six general managers and other higher executive officers.
The general managers are in charge of six administrative divisions of the country Dhaka,
Chittagong, Rajshahi, Khulna, Sylhet' and Barisal. There are 27 divisions of Janata Bank PLC
including 1 training institute at its head office. Other than deposit collection and development
in all fields of economy, the bank provides various welfare programmers and off-balance
sheet activities. Salary disbursement of different government organizations and food
procurement process unit are included in bank's agencies services. Loans and advances are
not only disbursed to business community and industrialists but also disbursed to almost all
professionals. The bank also gives credit facilities to agricultural and other priority sectors
besides business and industry. Responsibility of disbursing government contribution of salary
to the teachers of schools, colleges, and madrasahs and other government and
non-government educational organizations are within the framework of the bank services.
The bank is jointly involved with certain NGOs for poverty alleviation programmer. The
fields that Janata Bank PLC through its Industrial Credit Division, finances are garments
(local and export oriented), food processing, production of fodder, infrastructure
development, paper, medical hospitals and pharmaceuticals industry, heavy industry,
information technology and telecommunication, power generation, fertilizer, leather and
cement. The government has set a goal to make the country a middle income one by reducing
the poverty to half and rapid expansion of small and medium enterprises (SMEs) within
2015. Realizing the fact that there is no alternative of setting up small and medium industries
for employment and poverty alleviation of the people, the government set goal for labor
intensive and employment-oriented economic development under Poverty Reduction
Strategic Paper (PRSP) and Industrial Policy 2005. As a development partner of the

14
government, Janata Bank PLC is playing a vital role in establishing industries in SMEs in
creating jobs and in enhancing GDP growth. Janata Bank Limited has disbursed taka 5859
million in 4539 projects of small, medium and Cottage Industries. It is playing pioneering
role in financing in SMEs.

The financing SME sectors are composite textile, composite knitting, spinning, weaving and
finishing and dying, LPG, artificial flower production, flower cultivation, export-oriented
leather goods, export-oriented jute goods, electronics and electrical products, computer
software and information technology, ceramic, melamine, tiles and glass mirror, small power
plant, plastic and plastic goods, CD, health, education, service and hotel, aluminum products,
processing and marketing of ducks, chickens, goats, sheep and cows meat, farming of ducks,
chicken and fish, hatchery and feed mill, production of food and food products, printing and
packaging, chemical and pharmaceuticals, production, processing and marketing of milk,
handicrafts and cottage industries, production and processing of tea, producing and marketing
of organic and composed' fertilizer and guti urea, production of insecticide and bio-pesticide.
Beside this, the bank also grants SME loans if any project/business appears to be prospective
within the framework of government's industrial policy. The bank is directly financing in
different agricultural sectors including production of seasonal crops, fish cultivation, farming
of chicken and ducks, cattle and horticulture in 1299 unions through its 555 branches. The
credit policy has been reformed to facilitate loan to all levels of rural people for their easy
access to the rural credit. In 2008 Taka 6550 million was allotted for increasing the credit
flow in the rural areas and out of the allocation Taka 5878 was distributed.

3.4 Internship Experience:

I did my two months internship program in Janata Bank PLC, Chawkbazar branch. During
my internship program, I gained lots of experience about corporate environment. My
internship experience are given below-

3.4.1 Internship Position, Duties & Responsibilities:

The report has been prepared on the basis of experience gathered during the period of
internship. Within this time of period, I mainly worked with departments namely General
Banking. Bank does not follow any guideline or fixed any responsibilities for internship

15
 student. Mainly I have done many pending works of the Foreign Remittance section and
account and clearing department. Besides, I have done different types of tasks in different
desks whenever they assigned me to do.

3.4.2 Foreign Remittance Department:

I worked at Janata Bank PLC., Chawkbazar Branch where firstly I have started with the
Foreign Remittance department. I was lucky that I had met with Riaz Uddin , who was the
student of our Finance Department was responsible for Remittance department, now is
working as an Assistant Director of Bangladesh Bank. Here I have learned the procedure of
how to process Foreign Remittance comes to the accounts or by pin to Janata Bank PLC. My
immediate supervisor , Riaz Uddin, tried to give me a brief description of her routine tasks
before deploying me to any specific task. Later on, through my personal observation and
superior officer’s guidance, ultimately allow me to understand the purpose of various types of
accounts along with their features which includes, collecting pin number from customers,
collecting information about transection, collecting photocopy of NID in case of large
transection, Checking Pin number from Website For example Ria is a worldwide money
transfer network they transfer money through a 13-digit pin number. Every branch of Janata
bank has an ID in RIA. When I logged in from that account, I can input pin provided by the
customer and if the pin is correct all information comes up. After checking information
provided by the customer, I print a copy of transection. And give it to the customer for taking
money from cash counter.
Sometimes I have to check transection from bank to bank using Bangladesh Electronic Funds
Transfer Network (BEFTN). BEFTN has a server 202.51.179.178, giving user name and
password an officer can see transection.
Filling up SBS form on Bangladesh Bank server 203.76.102.170:8080 where code for Janata
Bank, Chawkbazar branch is 0342. In this server customer who have transection more than a
million in a month are listed. In August 2023 we have 23 customers with 41 transections.

3.4.3 Accounts & clearing Department:

Accounts department is sensitive part of a bank. I have worked in the accounts Department
for few days. This department is one of the important and busy departments. Actually, in this
department, all the department task, all department transaction vouchers are maintained.
16
All accounts are finalized and maintained and send its one copy in corporate branch.
Moreover, all kinds of daily expenses are maintained and office materials and equipment like-
Pen to office clearing material. every purchase document and its accounting procedure all are
maintained in this department.

❖ Printed out the transaction listing of previous day for checking Debit and credit

voucher.

❖ Voucher sorting, counting and filing by checking the number of accounts has been

debited or credited, check the account holder signature, account number so on.

❖ Debit and credit voucher separation.

❖ Registered the entire vouchers in register book after checking the voucher with the

trail list of branches in details. Here the amount of debit and credit voucher will be
same but the number can differ. After check requisition, a list of check book holders
name with a/c no are given to write down in cheque book register.

17
 Chapter Four:

General Banking

18
4.1 General Banking:

General banking is all about the combination of different departments and the activities
performing in banking operation. Basically, it shows how department helps to collect money
from the one client and lend to the other client and to do so it has distinctive goal as well as
objective. Always they try to fulfill their target what actually given by top management to
accomplish touch overall goal of the bank through their branches. Each and every section of
the branch is interrelated with other one not having to be any wrong. So, it’s not headache
only that section which has something wrong, it has to be carried every section. As well, all
sections are ready to help each other to perform their activities. The department tries to
create interest in customers’ mind through why they would come in the bank and what would
be the advantage behind this. People are getting interested to deposits in the bank to match
time value of the money and have security as well as withdraw their money based on
demands and needs by paying cheques. To be principal instruments interest security and
different services play as vital role to attract the customers. In fact, there is no relation
between banker and customers except transaction related activities. And that’s why banker
always tries to provide best and unique opportunity to the customer through superior services
rather to other banks to hold them. Therefore, different activities like cheque, pay order issue,
local, foreign remittance, funds, account opening etc. are carry out by the departments.

4.2 Customer Services:

In the branch different sections are ready to give the services which are the ultimate solution
of the customers. Any information, if customer wants to know, he or she can get it either
phone or coming in the bank. But by phone all information is not provided due to maintain
security. Normally what amount of money in their (customer) account, to open an account
what should be followed, when can be taken cheque book and deposit book, what the
condition of interest rate, how money can be transferred to another bank etc. This type of

19
services bank provided to the customer. People always want to get the customer service as
early as possible. Janata Bank PLC wants as fast as possible they will offer the services to
the customer rather than other banks holding own position and go forward more by superior
services through smiling face as well as well behaving what they need. Sometime which
facilities (products) have been come in new way for the customers and helpful are informed.
To develop customer service more, sometimes they are asked what their expectation to the
bank about it is. If it is possible manager tries to add with customer service Therefore info
provider has to be always spirited and active to provide just in time. These services and
account opening to provide executive officer basically is active in the Radiation
Epidemiology Branch (REB) Branch.

4.3 Services and Product:

At competitive market, to survive strongly is much more challenging and difficult. To hold
own exultancy, Janata Bank beside traditional services has launched new products and
services through customization.

Account opening to closing and different services of JB what they provide is given below.

4.3.1 Account opening:

To start the transaction permanently in a Janata Bank registration should be maintained which
is account opening. One of our Officer (Executive officer) is always ready to provide this
type of service by account opening one considered as own and loyal client to the bank.
Therefore, it wants to retain this customer for a long time providing superior services. To
open an account some criterion client has to follow which helps to keep information about
them to it. To open account in the Janata Bank, they have different account form to registry in
different name. Generally, to open any account first of all collecting the form filling account
holder’s name, father’ name, mother’s name, date of birth, citizenship, religion, present and
permanent address and signature. Introducer’s approved should be mandatory and filling
nominee’s information like A/C holder in the form. After this task he or she will be given a
photocopy of voter ID card/valid passport/Nationality Certificate and three copies

20
photographs (two for A/C holder and another one for nominee). Then officer will check it and
give an A/C no. as well deposit book to deposit money in the A/C no. Then the respective
officer inputs data into Easy Banking Software. Then he prints thanks letter for introducer
and A/C holder and sends these letters in respective address to verifying addresses of
introducer & A/C holder. After verifying A/C holder’s address the officer issue cheque books
to withdraw money.

Janata Bank Limited PLC focuses different importance to the different A/C. according to that
the requirement varies.

4.3.1.1 Deposit Products:

Current Deposit Account: Current Deposit account is the most important for the bank. This
A/C is opened by business people who are used to daily transaction for business purposes.
People mostly maintain this A/C to have daily transaction in any time and for security. No
interest is paid in Current Deposit Account due to any time withdraw from the bank and
deposit to the bank. To open this account, there some rules and regulation which is controlled
by Bangladesh Bank (Central Bank) have been maintained by Janata Bank PLC.

Types of Current Deposit Account:

⮚ Current Deposit Account (Personnel)

⮚ Current Deposit Account (Sole Proprietorship)

⮚ Current Deposit Account (Partnership)

⮚ Current Deposit Account (Limited Liability Company)

⮚ Current Deposit Account (Association/Trust/Society)

Saving Account: Saving account is quite different from Current A/C. Bank provide interest
5% at present to the client to maintain deposit in. Here, client cannot withdraw his money any
time as his wish. Some restrictions have to follow to withdraw money per week. People are

21
more interested to open A/C for sending and receiving money from different source abroad
and local as well getting interest and security Saving account services provided by Janata
Bank:

⮚ Fixed Deposit Receive (FDR)

⮚ Janata Bank Saving Deposit Scheme (JBSDS)

⮚ Medical Deposit Scheme (MDS)

⮚ Education Deposit Scheme (EDS)

⮚ Foreign currency deposit

Account Closing:

For two reasons, one can be closed. One is by banker and other is by the customer.

By banker: If any customer doesn’t maintain any transaction within six years and the A/C
balance becomes lower than the minimum balance, banker has the right to close an A/C.
By customer: If the customer wants to close his A/C, he writes an application to the manager
urging him to close his A/C.
But in practice, normally the customers don’t close A/C willingly. At times, customers don’t
maintain any transaction for long time. Is this situation at first, the A/C becomes dormant and
ultimately it is closed by the bank.
4.3.1.2 Loans & Advances products:

Loans and Advance Facilities Provided by JBL:

⮚ Overdraft

⮚ Account Opening

⮚ Lease Finance

22
 ⮚ House Building Loan

⮚ JBL Small Business Loan

⮚ Consumer Durable Loan

⮚ Trade Finance

⮚ Agriculture Loan

⮚ Credit Card

4.4 Departments:

4.4.1 Remittance:

Remittance of funds is a very crucial service of Janata Bank. It aids to remit fund from one
place to another place on behalf of its customers as well as non- customers of bank. Janata
Bank PLC has its branches in the major cities of the country and therefore, it serves as one of
the best mediums for remittance of funds from one place to another.

The main instruments used by Janata Bank, local Office Branch for remittance of funds.

❖ Payment Order Issue/Collection

❖ Demand Draft Issue/Collection

❖ T.T. Issue/Collection

❖ IBC/OBC/LBC Collection.

23
Payment Order Issue/Collection:

The pay order is an instrument issued by bank, instructing itself a certain amount of money
mentioned in the instrument taking amount of money and commission when it is presented in
bank. Only the branch of the bank that has issued it will make the payment of pay order.

Issuing of Pay Order:

The procedures for issuing a Pay Order are as follows:

❖ Deposit money by the customer along with application form.

❖ Give necessary entry in the bills payable (Pay Order) register where payee’s name,

date, PO no, etc. is mentioned.

❖ Prepared the instrument.

❖ After scrutinizing and approval of the instrument by the authority, it is delivered to

customer. Signature of customer is taken on the counterpart.

Demand Draft (DD) Issue:

The person intending to remit the money through a Demand Draft (DD) has to deposit the
money to be remitted with the commission which the banker charges for its services. The
amount of commission depends on the amount to be remitted. On issue of the DD, the
remitter does not remain a party to the instrument: i) Drawer branch ii) Drawee branch iii)
Payee. This is treated as the current liability of the bank as the banker on the presentation of
the instrument should pay the money. DD will be paid only by the drawing branch or paying
branch. The banker event on receiving instructions from the remitter cannot stop the payment
of the instrument. Stop payment can be done in the following cases:

24
Loss of draft before endorsement: In this case, “Draft reported to be lost, payee’s
endorsement requires verification” is marked. Loss of draft after endorsement: In this case,
the branch first satisfies itself about the claimant and the endorsement in his favor.

Charges:

A commission of 0.10% is taken on the draft value & 15% vat on DD commission & Tk.25/=
is taken as postal charge.

Demand Draft (DD) Collection:

To cancel an issued DD, the client has to submit an application. Then DD issuing branch
sends a request letter to drawn branch to caption mark as “DD Cancel/Lost” in respective
register. Issuing branch then sends an Inter Branch Debit Advice (IBDA) to the drawn branch
against previously issued Inter Bank Credit Advise (IBCA) for reconciles the amount.

T.T. Issue/Collection:

Though TT stands for Telex Transfer it is used as Telephonic Transfer since Telex has
eliminated. Telephonic transfer (TT) is another widely used mode for remittances of funds. In
case of telephone transfer the message for transfer of funds is communicated through tested
telephonic message. Janata Bank generally recovers from the telephone charges in addition to
the usual service charges.

Issuing of TT:

Janata Bank PLC follows the following procedures:

❖ The customer deposits money with Janata Bank to be sent.

❖ The customer obtains a cash memo containing TT serial number.

❖ TT serial number, notifying part name is mentioned in the telephonic message.

25
Online Banking Services:

Now Janata Bank PLC started test basis online banking service in eight branches. As a result,
customer of one branch will deposit or withdrawal his/her money through any other branches
of Janata Bank PLC at cheapest cost or service charges. Here it is mentioned that online
facilities are available for Current Deposit A/Cs, Savings Deposit A/Cs & Special Notice
A/Cs only.

4.4.2 Accounts:

Account Department plays most vital role in Banking. Accounts Department is a department
with which each and every department is related. It records the profit & loss A/C and
statement of assets and liabilities by applying of book-keeping. The functions of it are
theoretical & computerized based. Janata Bank PLC, Radiation Epidemiology Branch (REB)
Branch records its accounts daily, weekly, and monthly every record.

Basically, Accounts Department is not alone. Accounts department is a mix of as follows:

1.Cash
2.Transfer
3.Clearing

Cash:
This section of any branch plays very significant role in Accounts Department. Because, it
deals with most liquid assets of the Janata Bank. This section receives cash from depositors
and pay cash against cheque, draft, PO, and pay in slip over the counter. Every bank must
have a cash counter where customer withdrawn and deposit their money. When the valued
client’s deposit their money at the cash counter they must have to full fill the deposit slips
his/her own, then they sing as the depositor option’s then they deposit their money through
cash officer at the cash counter. There are several types of deposit slip as follows:

❖ Current Deposit A/C Slip,

❖ Saving’s Deposit A/C Slip

26
 ❖ Pay order Slip

❖ Demand Draft Slip

❖ T.T. Slip.

❖ Online Deposit Slip

After paying these kinds of slip, the valued client waits for the deposit slip book outside of
the cash counter. The Deposit officer the money in their account through computer software,
while the depositors account credited, then he puts a seal in the deposit slip.

Transfer:

Basically, transfer is a type of register maintaining matter. In this register officer write down
every day transactions in Debit and Credit side then the officer calculates both the side of the
register if both side shown same amount, it means that the total day’s transaction is
completely okay. Transfer is not a critical sector in banking but it is very important. Transfers
play a vital role in banking sector.

Clearing: Clearing is one of the crucial parts of banking. Different cheques of banks come
from different clients to pass through clearing. In this case these cheques are sent to the head
branch to get advice whether it will be passed or not and for that it takes minimum one day to
credit his or her account.

4.4.3 Credit Department:

Credit in charge: responsible of all kinds of analytical and financial analysis of borrower in
every step of lending that i.e., selection of borrower, proposal preparation, documentation,
disbursement, recovery

Credit officer: proposal preparation, documentation, disbursement, repayment monitoring,

prepare all kinds of monthly, quarterly, half yearly and yearly advance related statement.

Selection of borrower: Borrower is selected on what the credit products they want to take
based on the terms and conditions. Each term if they fulfill in order to requirement then
supervisor from the bank goes to visit to justify. Sometimes the clients come to borrow with
the reference of manager or the head office. 27
 Chapter Five:

Finding and Analysis

28
5.1 Ratio Finding and Analysis

Table: Sources of Quantitative Data

BDT in Million
Year 2021 2020
Shareholders’ equity 47428.45 51502.64
Average Common Shares 191423192 110,669,041
Total Asset 1249540.23 1043311.18
Profit after Tax 3003.186 143.18
Total Operating Income 21132.32 23732.76
Total Operating Expense 14038.65 13943.8
Interest Received 33369.53 34488.66
Interest Paid 28826.54 26972.09
ROE 6.33% 0.28%
ROA 0.24% 0.014%
Net Interest margin 0. 364% 0.72%
Net operating margin 0.57% 0.94%
EPS 15.67 1.294
Sources: Annual Report 2021, Janata Bank PLC

Return on equity (ROE)

𝑁𝑒𝑡 𝐼𝑛𝑐𝑜𝑚𝑒
𝑅𝑂𝐸 = '
𝑆ℎ𝑎𝑟𝑒ℎ𝑜𝑙𝑑𝑒𝑟 𝑠 𝑒𝑞𝑢𝑖𝑡𝑦
3003.186
𝑅𝑂𝐸 𝑜𝑓 2021 = 47428.45

𝑅𝑂𝐸 𝑜𝑓 2021 = 6. 33%

143.18
𝑅𝑂𝐸 𝑜𝑓 2020 = 51502.64

𝑅𝑂𝐸 𝑜𝑓 2020 = 0. 28%

ROE measures the rate of return on the ownership interest (shareholders' equity) of the
common stock owners. It measures a firm's efficiency at generating profits from every unit of
shareholders' equity (also known as net assets or assets minus liabilities). ROE shows how
well a company uses investment funds to generate earnings growth. ROEs of Janata Bank in
2021 was far better than that of 2020.

Return on Assets (ROA)

29
 𝑁𝑒𝑡 𝐼𝑛𝑐𝑜𝑚𝑒
𝑅𝑂𝐴 = 𝐴𝑣𝑒𝑟𝑎𝑔𝑒 𝑇𝑜𝑡𝑎𝑙 𝐴𝑠𝑠𝑒𝑡
3003.186
𝑅𝑂𝐴 𝑜𝑓 2021 = 1249540.23

𝑅𝑂𝐴 𝑜𝑓 2021 = 0. 24%

143.18
𝑅𝑂𝐴 𝑜𝑓 2020 = 1043311.18

𝑅𝑂𝐴 𝑜𝑓 2020 = 0. 014%

The return on assets (ROA) shows percentage how profitable a company's assets are in
generating revenue. Return on assets gives an indication of the capital intensity of the
company, which will depend on the industry; companies that require large initial investments
will generally have lower return on assets. The ROA of Janata Bank in 2021 was also far
better than 2020.

Net Interest Margin

Net interest margin is a performance metric that examines how successful a firm's investment
decisions are compared to its debt situations. A negative value denotes that the firm did not
make an optimal decision, because interest expenses were greater than the number of returns
generated by investments.
(𝐼𝑛𝑣𝑒𝑠𝑡𝑚𝑒𝑛𝑡 𝑅𝑒𝑡𝑢𝑟𝑛𝑠−𝐼𝑛𝑡𝑒𝑟𝑒𝑠𝑡 𝐸𝑥𝑝𝑒𝑛𝑠𝑒𝑠)
𝑁𝑒𝑡 𝐼𝑛𝑡𝑒𝑟𝑒𝑠𝑡 𝑀𝑎𝑟𝑔𝑖𝑛 = 𝐴𝑣𝑒𝑟𝑎𝑔𝑒 𝐸𝑎𝑟𝑛𝑖𝑛𝑔 𝐴𝑠𝑠𝑒𝑡𝑠
(33369.53−28826.54)
𝑁𝑒𝑡 𝐼𝑛𝑡𝑒𝑟𝑒𝑠𝑡 𝑀𝑎𝑟𝑔𝑖𝑛 𝑜𝑓 2021 = 1249540.23

𝑁𝑒𝑡 𝐼𝑛𝑡𝑒𝑟𝑒𝑟𝑡 𝑀𝑎𝑟𝑔𝑖𝑛 𝑜𝑓 2021 = 0. 364%

(34488.66−26972.09)
𝑁𝑒𝑡 𝐼𝑛𝑡𝑒𝑟𝑒𝑠𝑡 𝑀𝑎𝑟𝑔𝑖𝑛 𝑜𝑓 2020 = 1043311.18

𝑁𝑒𝑡 𝐼𝑛𝑡𝑒𝑟𝑒𝑠𝑡 𝑀𝑎𝑟𝑔𝑖𝑛 𝑜𝑓 2020 = 0. 72%

From the financial report of Janata Bank it can be said that the net interest margin in year
2020 was far better than year 2021.

Net Operating Margin

Operating margin is a measurement of what proportion of a company's revenue is left over
after paying for variable costs of production such as wages, raw materials, etc. A healthy
operating margin is required for a company to be able to pay for its fixed costs, such as
interest on debt. Also known as "operating profit margin" or "net profit margin".
(𝑂𝑝𝑒𝑟𝑎𝑡𝑖𝑛𝑔 𝐼𝑛𝑐𝑜𝑚𝑒−𝑂𝑝𝑒𝑟𝑎𝑡𝑖𝑛𝑔 𝐸𝑥𝑝𝑒𝑛𝑐𝑒)
𝑁𝑒𝑡 𝑂𝑝𝑒𝑟𝑎𝑡𝑖𝑛𝑔 𝑀𝑎𝑟𝑔𝑖𝑛 = 𝑇𝑜𝑡𝑎𝑙 𝐴𝑠𝑠𝑒𝑡𝑠

30
 (21132.32−14038.65)
𝑁𝑒𝑡 𝑂𝑝𝑒𝑟𝑎𝑡𝑖𝑛𝑔 𝑀𝑎𝑟𝑔𝑖𝑛 𝑜𝑓 2021 = 1249540.23
𝑁𝑒𝑡 𝑂𝑝𝑒𝑟𝑎𝑡𝑖𝑛𝑔 𝑀𝑎𝑟𝑔𝑖𝑛 𝑜𝑓 2021 = 0. 57%
(23732.76−13943.8)
𝑁𝑒𝑡 𝑂𝑝𝑒𝑟𝑎𝑡𝑖𝑛𝑔 𝑀𝑎𝑟𝑔𝑖𝑛 𝑜𝑓 2020 = 1043311.18

𝑁𝑒𝑡 𝑂𝑝𝑒𝑟𝑎𝑡𝑖𝑛𝑔 𝑀𝑎𝑟𝑔𝑖𝑛 𝑜𝑓 2020 = 0. 94%

The net operating margin of Janata Bank was also higher in 2020 than in 2021, so the profit
earned by Janata bank was higher in year 2020.

Earnings per Share (EPS)

𝑁𝑒𝑡 𝐼𝑛𝑐𝑜𝑚𝑒−𝑃𝑟𝑒𝑓𝑒𝑟𝑟𝑒𝑑 𝐷𝑖𝑣𝑖𝑑𝑒𝑛𝑑𝑠
𝐸𝑃𝑆 = 𝐴𝑣𝑒𝑟𝑎𝑔𝑒 𝑐𝑜𝑚𝑚𝑜𝑛 𝑠ℎ𝑎𝑟𝑒𝑠
3003186000−0
𝐸𝑃𝑆 𝑜𝑓 2021 = 191423192

𝐸𝑃𝑆 𝑜𝑓 2021 = 15. 67

143180000−0
𝐸𝑃𝑆 𝑜𝑓 2020 = 110,669,041

𝐸𝑃𝑆 𝑜𝑓 2020 = 1. 294

The portion of a company's profit allocated to each outstanding share of common stock.
Earnings per share serves as an indicator of a company's profitability. The earnings per share
of Janata Bank Ltd. in year 2021 was 15.67 where in year 2020 it was 1.294. It indicates the
better performance of this bank was in 2021.

From above analysis, it can be said that the performance of Janata Bank Ltd. isn’t getting
better.

5.2 Other’s Finding of JBL:

Part #1:

❖ Senior local management with local market experience

❖ Global strong image of JB

❖ Global product strength / Success Transfer

❖ Heightened customer / market awareness

31
 ❖ Strong control environment

❖ Supportive role of the central bank.

❖ Improve information sharing.

❖ Technology and knowledge transfer.

❖ Earning foreign exchange for economic wealth of the country.

❖ Qualitative management.

Part # 2:

❖ IT section is weak comparatively to others as they are using old and backdated

software.

❖ Sometimes they have to pay extra time due to not having it expert in different

branches.

❖ ATM card and booth is the great week point of them.

❖ Refreshment facility is poor where customer is the key to bring deposit.

Part # 3:

❖ Due to have a strong brand image they may establish different industry or firm. For

instance, housing, consumer products etc.

32
 ❖ They may launch e-banking, mobile banking and strong online banking.

❖ Branches as well as booth they may set up in different areas.

❖ Expanding the business in abroad.

Part # 4:

❖ Rivals are increasing day by day.

❖ Fast service is more challenging compare to others.

❖ Political unexpected activities.

❖ Share marker instability.

❖ Rules and regulations are changed any time ordering from central bank.

❖ Utilization of modern software.

5.3 Analysis & Discussion:

Janata Bank PLC (JBPLC) is one of the potential banks in the banking sector. The
Chawkbazar branch of JB is the central zone of Chittagong Division. It was a wonderful
experience working at Janata Bank PLC. The employees of the bank were very helpful and
nice to me. In spite it was not an easy job to find so many things during the very short period
of practical orientation program. Now, I would like to present my observations and give, my
opinion to improve the banking service and make their customer more satisfied.

1. Lack of dynamic and prompt customer service:

Since a number of new banks are coming to existence with their extended customer
service pattern in a completely competitive manner. Customer services must be made

33
 dynamic and prompt. Now a day, people have very little time to waste but want

fastest and unique services in short time. Moreover, they seek the bank which will
provide more facilities and attractive offer compare to other bank. Therefore Janata
bank should think sincerely about the renovation of their customer service and
facilities which will be more attractive and innovative rather than traditional one.

2. Lack of Proper Division of Labor and man power:

There is lack of division of labor in the branch. Therefore, everybody has to handle
every type of banking services. Moreover, if one personnel are absence in a
department

then extra burden will fall to another. This decreases the level of performance of the
personnel, though it reduces monotonousness. But lack of division of labor hampers
the discipline of working environment. So, customers have to wait for some time for
the desired service, which is contrary to the Premium Banking objective.

3. Lack of Proper compilations &Maintenance of Files:

Janata Bank PLC, Chawkbazar Branch gives personalized services. All the officers
have to give concentration to the customers, while doing this they cannot properly
completed and maintain the customer files. In many cases, most of the files and
papers are kept here and there by the officers during the busy hour

4. Shortage of availability of Machineries:

Chawkbazar Branch is supposed to be very well equipped by advance and available

machineries. But there are shortages of photocopy and printing machine therefore
most of the time employees’ activities are hampered for maintaining serial as well as
it creates gathering on their short space. This loses its glamour. Moreover as because
of lacking of maintenance and over used when one machine of any department stops
working then the load shift to another department badly.

5. Employee Dissatisfaction:

34
 Because of late promotion and longer probationary period there is dissatisfaction
among the employees. More over some sort of internal politics also another reason
behind proper recognition and promotion of employees. In addition, most of the time
over duties and huge working pressure makes their life monotonous and hamper their
family life.

6. Lack of effective advertising and promotion:

Advertising and promotion is one of the weak point of Janata Bank PLC. Janata Bank
does not have any effective promotional activities through advertisement, but other
banks have better promotional strategy.

35
 Chapter Six:

Summary and Conclusion

36
6.1 Summary:

The Report provided a comprehensive view of Janata Bank PLC's operational structure,
financial performance, observations, and suggestions. General banking operations were
detailed, highlighting the interdependence of various departments and their roles in customer
engagement and service delivery. Customer services, product offerings, and account
operations were outlined, emphasizing the bank's efforts to attract and retain clients through
superior service and diverse product lines.

Financial analysis in Chapter Five focused on key ratios spanning 2020 and 2021. While
Janata Bank showcased improved profitability and returns in 2021, indicated by higher ROE
and ROA, the net interest margin saw a decline, indicating a less optimal decision in
investment returns versus interest expenses. The net operating margin also reduced, signaling
lower profitability after covering variable costs. Nonetheless, the bank's EPS surged in 2021,
displaying enhanced profitability attributed to net income allocation per common share.

External evaluations unveiled Janata Bank's strengths, such as strong local management,
global recognition, and qualitative management practices. However, it highlighted
weaknesses like outdated IT systems, service inefficiencies, and inadequacies in ATM
facilities. Opportunities were identified in potential industry expansions, technological
advancements, and international business ventures. The threats posed by increasing
competition, regulatory changes, political uncertainties, and market instability were
acknowledged.

Critical assessments spotlighted areas necessitating immediate attention. Janata Bank faces
challenges in delivering dynamic and prompt customer service, lacking optimal division of
labor, maintaining files, and shortages in machinery. Internal issues such as employee
dissatisfaction, limited promotional activities, and inadequate computer knowledge were
identified as impediments to operational efficiency.

In essence, the bank demonstrated financial improvement, but operational aspects demand
enhancement for better service quality and efficiency. Recommendations focused on
modernizing technology, refining customer service models, improving employee satisfaction,
and fortifying promotional activities to augment market presence. Addressing these facets can
position Janata Bank PLC for sustained growth and improved customer satisfaction in the
competitive banking landscape 37
6.2 Conclusion:

During the two-month internship program of Janata Bank PLC, at Chawkbazar Branch,
almost the entire almost desk has been observed more or less. Gaining knowledge of general
banking to compare this practical knowledge with theoretical knowledge. Though all
departments and sections are covered in the internship program, it is not possible to go to the
depth or each activity of division because of time limitation. So, objectives of this internship
program have not been fulfilled with complete satisfaction. However, highest effort has been
given to achieve the objectives the internship program. The banking sector of Bangladesh
played an important role towards economic growth in Bangladesh. The financial sector of
Bangladesh is now considered to be the most regulated sector as compared to other sectors.
Janata bank limited is the second-generation bank in the country.

JBL always try to increase their profitability through different service reaching to the
customer hand. To be more near to the customer they are increasing their branches as well as
services. And that’s why their no. of branches is more than 918 (918 in annual Report 2021).
More services providing more easily how can be done always they analyze about that. To be
more than 40 years’ experience, they have the great advantage to journey a long path. They
believe that customers’ satisfaction is the indicator of wealth maximization. During my job I
got lots of opportunity to achieve experience how to deal with the clients what the behavior
should be an official which is not possible gain from the book or in the class. It was great job
in the banking environment. I got a real communication skill in the office to expand my
confidence level. Sometimes people become so crazy and angry but we have to tolerate and
make them understand though they are wrong. So, this way of behave may help in future on
job career.

38
Bibliography:

1. Annual reports of Janata Bank Limited (2019-2021).

2. Bangladesh Bank monthly bulleting at banking business in Bangladesh.
3. en.banglapedia.org/index.php?title=Janata_Bank_Limited
4. www.bangladesh-bank.org
5. www.google.com
6. www.investopedia.com
7. www.janatabank-bd.com/
8. www.riamoneytransfer.com/
9. www.thefinancialexpress-bd.com
10. www.westernunion.com
11. www.wikipedia.org

39