CHAPTER: ONE

INTRODUCTION

1
1.1 Introduction

Internet banking is a banking service where depositors can manage more aspects of their
accounts over the Internet, rather than visiting a branch or using the telephone. This includes
viewing the balances on accounts, checking the transactions, downloading useful
information, transfer of funds, paying third parties, making loan applications etc. Internet
banking typically is comprised of a secure connection to banking information through the
depositor’s home computer or another device from a secured website of the bank. Internet
banking has opened up a new field of competition for banks. To operate internet an individual
needs the customer number and password. Internet banking has started in the 1980s but it is
relatively a new concept in Bangladesh.

Internet banking is the practice of handling all the bank transactions through internet. We are
blessed with such unique technologies where all our works gets completed within seconds.
Internet Banking is one of such technologies. With the help of internet banking, we can
deposit and withdraw amount our self directly to our account, make all kinds of bill
payments, tax payments etc. We can pay our bills like telephone, mobile, credit cards etc.
through internet just by once registering with our bank. After making registration, we can pay
our bills as and when required. Internet banking allow us to access our account, so that we
can know instantly which amount is credited or debited in our bank account which in turn
will help to solve our issues if any. It is an easier way to transfer amount to another account
to which we have to make payment to the party. When we apply for internet banking, bank
provides us with login id and password.

1.2 Background of the study:

Although total BBA program combines an excellent blend of theoretical and classroom
knowledge but aside this internship program facilitates a student to bring light on their
theoretical knowledge to apply this in practical ground. I was assigned to Janata Bank
Limited, Sylhet Corporate Branch. The bank selected me for the Internet Banking service
Department, and internet banking service department for my practical execution.

I have prepared this report on the basis of “An Analysis of Internet Banking Services of
Janata Bank Limited”. I have done this report as the requirement of BBA program. My
supervisor Taharat Nawaz (Assistant Professor, department of business administration, North
East University Bangladesh) has assigned this topic. I choose Janata Bank Limited for my

2
study. To prepare this report, I collected information on Internet Banking Services of Janata
Bank Limited and prepared a questionnaire for customer’s opinion on Internet Banking
Services of Janata Bank. And I have analyses their opinion. I have tried my level best to
present my experience of the organization and in this report.

1.3 Objective of the Study

1.3.1 Broad Objective: The broad objectives of this report is to fulfill my BBA program that
helps a lot to learn about the practical situation of a financial institution and implement
theoretical knowledge into practical and realistic work environment.

1.3.2 Specific objectives: To obtain main objective, the other supportive objective need to be
attempted, which are:-

 To point out different aspects of Internet Banking system of JBL.

 To analysis the status of Internet Banking service of JBL.
 To identify the risk related to internet banking of JBL.
 To evaluate the Internet banking performance of JBL, through questionnaire related to
customer satisfaction on internet banking service.

1.4 Methodology of the study

This study is basically conducted based on purposive sampling or judgmental sampling. The
population of this study is all the branches of Janata bank limited. Total fifty (50) respondents
were interviewed at Janata Bank Limited, sylhet corporate branch. To conduct the study both
primary and secondary data sources are used.

1.4.1 Primary Data Sources:

Primary data has been collected through direct survey with a structured questionnaire.

1.4.2 Secondary Data Sources:

Most of the data required for this study were collected from secondary sources. It includes
different manuals of JBL, different circulars of JBL, institution booklet & annual reports,
policy guide hand notes, Web site of JBL, different papers of JBL, and prospectus of JBL,
different text books and published books.

3
1.5 Data Analysis:

The data needed for conducting the study has been collected from the primary sources as well
as secondary sources. In collecting the necessary data, care has been taken so that all the
variables can comply with the objectives of the study. Data has been analyzed to find out the
required information. Necessary number of pie charts, and graphs were used. Ms-Word,
Excel used to process the data. Necessary pie chart has been prepared on the basis of
collected primary data and various techniques have been applied to analyses on the basis of
classified information.

1.6 Scope of the Study

The report gives the readers an idea of the financial condition of Janata Bank Ltd. It also
makes the reader aware of the operations of JBL and the internet banking service of the bank.
However JBL provides very few internet banking services which is available on their web
site.

1.7 Limitations of the Study

I have faced some limitations, when I was preparing this report which is mentioned below.

 Insufficiency of information;
 Time frame for the research was very limited;
 Unavailability of written documents as required for making a comprehensive study;
 Lack of necessary co-operation of the officials due to maintain secrecy;
 Relatively new practice in Bangladesh;
 Lack of experience;
 This report is based on the survey results from 50 customers from one branch only
where there are total 913 branches of JBL. So, comparing the results from fifty
customers only is inconsiderable;

4
1.8 Literature Review:

With the extensive technology innovation and telecommunications, we have seen new
financial distribution channels increasing rapidly both in numbers and form, from ATMs,
telephone banking to PC banking (Easing wood & Storey, 1996), and Internet Banking is the
latest in the series of technological wonders of the recent past (Mols, 1999).

Following the boom of Internet, the Internet can no longer be considered a “fad” or the
preserve of “techies” and “computer nerds”. Commercial uses of the Net have become the
fastest growing part of the World Wide Web (WWW) (Hamid et al, 2007). About the same
time, Internet Banking was thought to signal a revolution in banking distribution. Banks
invested heavily in the development of the Internet channels (Accenture, 2005). Internet
Banking has experienced explosive growth in many countries and has transformed traditional
banking practice (Mols, 1999). Inevitability, Internet Banking will continue to revolutionize
the current traditional banking industry and offers more opportunity to meet better consumer
services through enhanced interaction, data mining and customization in the Internet Banking
services (Hamid et al, 2007).

Ameme, B., & Wireko, J. (2016) claimed in his research that in today’s competitive world
where technology plays a very important role and if we talk about banking sector or industry
there is a positive relationship between technology and customer satisfaction. They also
stated that satisfaction of customers is not merely introducing innovative products and
services rather it is much more than that. They also found that if the bank wants to become
the market leader in the competitive environment it must use the innovation approach in all
the aspects like products and services. Also there is a significant relationship between
technological innovation and cost. As the innovation increase the cost is also increase.

Machogu, A.M., &Okiko,L.(2015) research brought to light that with e-banking complexities
on customer satisfaction. Results shows that there are factors which leads to customer
satisfaction particularly in e-banking, which is one of the very important and fast growing
way of doing banking. Factors are accessibility, convenience, security, privacy, content,
design, speed, fees and charges have influence on customer satisfaction where the other
factors notified have no significant influence.

5
Kaur,N.,& Kiran,R.(2015) founded in their research which was on public, private and
foreign shows that customer are more satisfied with the services quality of the foreign banks
then the private and public banks.

Kundu,S., & Datta, S. K. (2015) research found regarding e-service quality, customer
satisfaction and trust they found that there is a significant relationship among e-service
quality, trust and customer satisfaction. Internet banking service quality has huge impact on
trust. They also researched that in case of internet banking privacy and fulfillment are the
main factors of service quality which have influence on trust. Also banks should be more
concerned about the privacy of individual transaction of the customers. According to Ernest
and young 2012 survey showed that price factor was the main concern for 50 percent
customers.

Lopez, J., Kozloski Hart, L., & Rampersad, A. (2007) Research claimed that by using the
one of the service quality tool in which customer satisfaction was measured on the basis of
ten dimensions. Results significantly show that out of ten six dimensions namely reliability,
responsiveness, tangibles, access, communication, and credibility shows the positive impact
on customer satisfaction.

Molina, A., Martín-Consuegra, D., & Esteban, Á. (2007) brought to light that it is very
important to have good relations with the customers which leads to increase in business. Also
in there research they stated that satisfaction of customers is depends on service policy
satisfaction, on accessibility and on the front line employee satisfaction. So positive
relationships with the customers always lead to financial success to the bank for long run.

6
 CHAPTER TWO
ORGANIZATIONAL
OVERVIEW

7
2.1 Historical Background

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

devastating nine month 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.

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
initiatives led to formation of Janata Bank in 1972 by combining the erstwhile United Bank
Limited and Union Bank Limited under the Banks Nationalization Order (President’s Order
No. 26) of 1972.

Corporatization: In 15 November, 2007 Janata Bank got registered with the Joint Stock of
Registrars and restructured it as a public limited company with the name Janata Bank
Limited.

Including 4 overseas branches in United Arab Emirates Janata Bank runs its business with
913 branches across the country having a big family of around 11,966 (As on 30.06.2019)
employees with its head office located at Janata Bhaban at Motijheel C/A, the heart of the
capital city, Dhaka. At the end of 2018 the Bank held Deposit BDT 675,548.46 million,
Advance BDT 533,707.17 million, with Authorized capital BDT 30,000 million and Paid-up
Capital BDT 23,140 million.

Janata Bank Limited, a corporate body trusted over the years, the 2nd largest (in respect of
Deposits/Assets) commercial bank in Bangladesh, has been playing pivotal role in overall
financial activities of the country and is possessing a long heritage of discharging laudable
services to the society since her embankment immediately after the emergence of this verdant
rich alluvial soil as a sovereign, independent state.

The contribution of the Bank to the national economy and social reform has set standard bar
so high that others in this business can’t help aspire touching the benchmark of success
earned by JBL. More so a matter of great honors is that the contribution, commitment and
success of the Bank have been recognized with a number of prestigious awards by national
and international organizations of repute.

8
2.2 Organogram of Janata Bank Ltd:

Organogram of Janata Bank

Chairman

Managing Director

General Manager

Deputy General Manager

Assistant General Manager

Senior Principal Officer

Principal Officer

Senior Officer

Officer

Sub Accountant

Senior Clerk

Graph: Organogram of Janata Bank Ltd

2.3 Janata Bank at a glance

Features Values
Name Janata Bank Limited
Genesis Janata Bank Limited, the 2nd largest State Owned Commercial
Bank (SCB) in Bangladesh, is playing pivotal role in overall
financial activities of the country. The Bank emerged as ‘Janata
Bank’ by combining the erstwhile United Bank Limited and
Union Bank Limited under the Banks Nationalization Order
(President’s Order- 26) of 1972 and was restructured as a limited
company in November, 2007. Since inception in 1972 the Bank
has commendably contributed to the socio-economic development

9
 of Bangladesh and helped structuring solid financial ground of the
country as well. Janata Bank runs its business with 913 branches
across the country including 4 overseas branches in United Arab
Emirates.
Registered Address Janata Bhaban, 110, Motijheel Commercial Area Dhaka - 1000,
Bangladesh.
Legal Status Public Limited Company
Chairman Dr. Jamaluddin Ahmed, FCA
Chif Exicutive Officer & Md. Abdus Salam Azad (F.F.)
Managing Director
Company Secretary Hussain Yeahyea Chowdhury
Date of Incorporation 21 May 2007
Authorized Capital BDT 30,000 Million
Paid up Capital BDT 23,140 Million
Face value per share BDT 100 per share
Shareholding Pattern 100% Share owned by the Government of Bangladesh
Number of Employees 11,966 (As on 30.06.2019)
Banking license obtained 31 May 2007
from Bangladesh Bank
Phone +88 02-9560000, 9566020, 9556245-49, 9565041-45, 9560027-30
Fax 88-02-9554460, 9553329, 9552078
SWIFT JANBBDDH
Website www.janatabank-bd.com, www.jb.com.bd জনতা
ব্যাংক.বাংলাদেশ
E-mail md@janatabank-bd.com

2.4 Board of Directors:

2.4.1 Chairman of the Board of Directors:

 Khondker Sabera Islam

2.4.2 Members of the Board of Directors:

 Mr. Mohammad Abul Kashem

10
  Mr. Ajit Kumar Paul, FCA
 Mr. Meshkat Ahmed Chowdhury
 K. M. Shamsul Alam
 Muhammed Asad Ullah
 Shaikh Shamsuddin Ahmed
 Mr. Md. Abdus Salam Azad (F.F.)

2.5 Mission, Vision and Core Values of JBL:

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

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

Values: Janata Bank Ltd follows eight basic core values. These core values work as basic
principles of JBL. The core values of JBL are-

 Commitment
 Quality
 Diversity
 Sustainability
 Professionalism
 Transparency
 Responsibility
 Accountability

2.6 Award and Recognition

Since its commencement back in 1972 Janata Bank has earned plaudits time and again from
the global society. As a token of its acclamation the Bank has been adorned with a number of
lofty awards and recognitions by esteemed organizations of home and abroad which testify
the Bank's dedication towards professionalism, customer services and success as well. The
supercilious performance of the Bank translated into its claiming laudation through
appreciable contribution to the spurring economic development of the country.

11
Any recognition is enthralling as well as encouraging to us that make us more pledge-bound
towards delivering up-marked services to our customers and thus to the society. These
accolades will be our force in setting milestones in days to come.

Financing program for Women Entrepreneurship of Janata Bank Limited had highly been
commended as a Runner-Up in the Micro-Finance Product or Program category of the Asian
Banking awards 2004. The Awards were presented by the Asian Bankers Association (ABA)
and Bank Marketing Association of the Philippines (BMAP) in the Asia Pacific Bankers
Congress (APBC) 2004 on 26 March 2004 in Manila, Philippines. The Asian Bankers
Association (ABA) and Bank Marketing Association of the Philippines (BMAP) recognized
Janata Bank with Asian Banking Awards 2005 for its Credit Scheme for Handicapped People
in the Asia Pacific Bankers Congress (APBC) on 17 June 2005 in Manila, Philippines. ICICI
Bank, Hong Kong recognized Janata Bank Limited with Quality Recognition Award 2009 for
the Bank’s achievements in ensuring quality in services. New York based Financial
Magazine "Global Finance" recognized Janata Bank with the ‘Best Bank-Bangladesh
Awards’ for a couple of years for the Bank’s accomplishments in different fields including
growth in assets, profitability, customer service, product innovation and advanced
technology. Janata Bank Limited received the awards from the magazine in the following
years:

 Best Bank Bangladesh 2009

 Best Bank Bangladesh 2008
 Best Bank Bangladesh 2007
 Best Bank Bangladesh 2006

Janata Bank also awarded as Productive Location Champion 2010 award from Western
Union. It has also earned Business Asia Most Respective Award-2012 by Business Asia.
Business Asia identified winning bank based on overall performance of the bank. Janata
Bank is awarded the Institute of Chartered Accountants of Bangladesh (ICAB) National
Award-2016.ICMAB best corporate Award-2017.Bangladesh bank remittance Awarde-2017.

2.7 Products offered by Janata Bank:

Mainly four types of products are by Janata Bank:

 Deposits.
12
  Loans and advance.
 Special product.

2.7.1 Deposits:

 Current Deposit: Janata Bank Limited offers customers current deposit facility for
day-to-day business transaction without any restriction. This deposit account pays no
interest but a customer can withdraw money from this account when he wants by
presenting his account cheque over counter during any working day. This type of
account may be opened in the name of individual or firms. This account suits best for
business man or business firm.
 Saving Deposits: Savings Bank Account can be opened in any branch of Janata Bank
by depositing 1000 BDT, by any Bangladeshi citizen in the name of an individual or a
group of individuals which can be operated singly or jointly. Account holder can
deposit or withdraw any amount during any working day with prior notice or without
notice. Depositor will get 3.50% - 3.75% interest (as per changeable interest rate
circular of JBL)
 Special Notice Deposit: Janata Bank Limited offers interest on customer's special
notice deposit (SND) account and gives facility to withdraw money at any time.
 Term Deposit: A depositor can open Fixed Deposit Account for different terms with
any branch of Janata Bank easily. Any individual or a group of individuals can go to
any branch, fill a prescribed form, depositing cash or easily cashable instrument of
FDR amount and a Fixed Deposit Receipt will be issued by the Bank on behalf of the
applicant.
 Schemes: Under this scheme Janata Bank offers various deposit schemes following
monthly savings plan suitable for all classes of people and continue depositing to
complete the respective tenor.

2.7.2 Loans and Advances:

The main focus of Janata Bank Limited Credit Line/Program is financing business, trade and
industrial activities through an effective delivery system.

 SME Banking: The role of Small and Medium Enterprises (SMEs) is indispensable
for overall economic development of a country. SMEs are recognized as engine of
economic growth and employment generation for sustainable industrialization in both

13
 developed and developing countries of the world particularly like Bangladesh. Since
this sector is labour intensive with short gestation period, it is capable of increasing
national income as well as rapid employment generation ; achieving Millennium
Development Goals (MDGs) especially eradication of extreme poverty and hunger,
gender equality and women empowerment. Janata Bank Limited, as development
associate of the government, gives more importance in SME financing for economic
development, creating employment opportunities and increasing GDP.

 Export Financing: In our export product line we have a number of products and we
are looking ahead to include more products in this line. Our major export products
are-
 ECC (HYPO & PLEDGE)
 PACKING CREDIT
 Other Export Finance
 LTR (FC)
 ECC for export Oriented Project
 BMRE for export Oriented Project
 Loan General
 Cash Credit
 Demand Loan
 Advance against Cash Subsidy
 PAD (EDF)
 PAD (GMT)
 Import Financing: The import products are-

 PAD (Cash)
 LIM
 LTR
 Demand Loan

 Working Capital Loan:

 Credit Program for Agro-based Industry/Project.

 Working capital for husking mill.

14
  Credit program for Preservation of Potatoes in Cold storage.
 Other Working Capital.

 Rural and Micro Credit Loan: A vast majority of the Bangladeshis live in the rural
areas and their main source of income is agriculture and agro-business. Janata Bank
Limited has opened branches in rural areas to cater to the banking needs of rural
people. Apart from accepting deposits from the rich and moderately well-off villagers,
Janata Bank Limited encourages the poor people to make small savings through
different mechanisms. So far lending in rural areas is concerned; Janata Bank Limited
has been financing agricultural production and poverty alleviation programs since
1977. It also lends to the poor landless so that they can make a living. The average
loan size is about BDT 29,750 million.

 Specialist Loan Program: The Micro Enterprise & Special Program Division
(MESPD) is responsible for implementing of
 Micro Credit Programs related with the poverty reduction,
 Special credit programs related with employment generation and
 Financing of agro-based industries.

Bank has different micro-credit programs of its own & in collaboration with other agencies.
For successful implementation of these credit programs especially poverty reduction credit
programs it requires close supervision and monitoring. Considering Bank's manpower/field
staff it is not always possible to ensure intensive supervision at the grass root level. To make
the micro credit programs time & cost effective bank has initiated linkage program using
intermediaries/collaborating agencies (GOs & NGOs). Collaborating agencies are responsible
for organizing the target groups (conducting survey, formation of groups, providing training
etc.) including supervision and recovery of credit.

 Agriculture loan Program:

 All kinds of Crops Loan & Cultivation Loan.

15
  Loan for Shrimp culture development.
 Loan for Irrigation and agricultural equipment.
 Loan for Salt production plant.
 Deal, spices, oil seeds & mace.

 Poverty Alleviation: The Micro Enterprise & Special Program Division (MESPD) is
responsible for implementing of

 Micro Credit Programs related with the poverty reduction,

 Special credit programs related with employment generation and
 Financing of agro-based industries.

 Thrust Sector: To augment the growth in industrial sector and broaden the base of
investment, Janata Bank (JB) has already taken some positive initiatives. The Bank
has invested a sizeable amount of fund in the development of Cement manufacturing,
Composite textile, spinning mills, Paper/Board mills, Knit Garments industries and
other small and medium enterprises. Janata Bank is marching ahead by adopting
consortium lending strategy. Under this lending scheme, two or more banks are
invited to finance big projects with JB acting as the lead Bank. Besides supporting the
export oriented Ready Made Garment enterprises, it also lays special emphasis on
agro-processing and IT related industries while promoting the thrust sectors.
 Joint Venture: In line with the government investment policies, Janata Bank
undertakes joint venture financing and foreign investment in Bangladesh. The country
offers attractive facilities and incentives to foreign investors. The main facilities and
The Policy framework for fore incentives are appended below:
Foreign investment in Bangladesh is based on Foreign Private Investment (Promotion
and Protection) Act, 1980 which provides for;

 Non - discriminatory treatment between foreign and local investment.

 Protection of foreign investment from expropriation by the state.
 Ensured repatriation of proceeds from sale of shares and profit.

16
  Other commercial Loan:
 Transport.
 Consumer credit Program: Janata Bank has introduced a strong product line under
its consumer financing profile. In light of ‘Prudential Regulations for Consumer
Financing’ of Bangladesh Bank all the consumer financing products have been
included in our product list.

 Credit Card.
 Debit Card.
 Auto Loan.
 General House Building Loan.
 Staff House Building Loan.
 Service Holders Loan.
 Doctors Loan.
 Cyber Cafe Loan.
 Household Commodity Loan.
 Building Renovation Loan.

2.7.3 Special Products:

A product for non-resident Bangladeshis

 Special NRB product:

 NRB Gift Cheque.

 NRB Escrow A/C.
 Continuous Benefit Account.
 Advance Benefit Account.
 Foreign Currency Account.
 NRB Home Loan Scheme.

 Credits:
 Advance Benefit Account.
 Special deposit product:

 Q-Cash Deposit.
 NRB Gift Cheque.

17
  Ghore Ghore Sanchay.
 Gift Cheque Scheme
 NRB Escrow A/C
 Continuous Benefit Account
 Foreign Currency Account

2.8 Services offered by Janata Bank

2.8.1 Personalized Services

Janata Bank Limited with its widely speeded branch network and skilled personnel provides
prompt and personalized services like issuing Inland remittance:

 Demand Draft.
 Telegraphic Transfer.
 Mail Transfer
 Pay Order.
 Security Deposit Receipt.
 Transfer of fund by special arrangement.
 Normal transfer.
 Electronic transfer through Ready Cash Card.
 Locker Service.

2.8.2 Online Banking

To protect environment by reducing paper and fuel dissipate, carbon emission Janata Bank
Limited introduces online banking service to its customers. JBL also uses its own secured
website for multipurpose communication. JBL’s online activities include parallel introduction
of real time online core banking is in progress. In this regard, the Central Data Center (CDC)
& Disaster Recovery System (DRS) have been establishes. Moreover, network system has
been established between CDC & DRS and 913 important branches of janata bank limited
including head office departments for online banking system. Real time online banking has
been introduced in 174 branches during 2014. 10 (ten) IT Maintenance & support cells have
been established at divisional office of the bank. Each support cell has been accomplished
with IT personnel. JBL also has web based application programmer OMIS to ensure proper
and regular monitoring of the bank’s business. JBL also offers Bangladesh Electronic Fund
Transfer Network (BEFTN) to facilitate the transmission of payments between the banks
electronically.

18
2.8.3 ATM Service
To offer modern banking services, Janata Bank Limited is providing its customers with ATM
facilities. At present, this ATM service is being provided under the largest network
comprised of 28 banks of which 26 are member banks and 2 are network-sharing banks.
Card-holders of our bank have access to more than 2800 ATMs, of which 64 are of the
Bank's own and the others are of network-sharing and member banks’. Apart, Card-holders
have the opportunity to use approximately 3,600 Point of Sales. Schemes have also been
taken to increase the number of ATMs of the Bank.

2.8.4 Utility Services

As per decision of the Government 46 branches of JBL (40 branches in Dhaka city, one
branch in Narayanganj city and five branches in Chittagong city) are involved in receiving all
utility bills in a same station from January'2004. Janata Bank collects various types of utility
bills like-
 Gas bill.
 Electricity Bill
 Telephone Bill.
 Sewerage Bill Collection.
 Municipality Holding Tax Collection.

2.8.5 Government Service

National e-Government Procurement (e-GP) portal of the Government of the People’s
Republic of Bangladesh is developed, owned and being operated by the Central Procurement
Technical Unit (CPTU), IME Division of Ministry of Planning. The e-GP system provides an
on-line platform to carry out the procurement activities by the Public Agencies – Procuring
Agencies (PAs) and Procuring Entities (PEs).

2.8.6 Other Services

 Locker Service: Our safe deposit locker service offered from selected branches gives
a completely secured facility for safekeeping of precious items, confidential
documents and other valuables.
 JB Remittance: Janata Bank Limited launched own software ‘JB Remittance
Payment System’ at all its branches for providing online Cash Deposit and Cheque
Payment as well as instant payment of foreign and inland remittances in a more

19
 secured manner to its customers. Also JBL offers cash out from other regular money
transfer companies like RIA, Western Union and Transfast, Moneygram etc.
 JB PIN Cash: JB pin cash service for both account holder and non-holder for online
transaction.

2.9 SWOT Analysis of Janata Bank Limited

Each and every organization should be aware of their strengths, weaknesses, opportunities
and threats. This analysis is known as SWOT analysis. The central purpose of SWOT
analysis is to identify strategies that fit or match a company’s resources and capabilities
according to the demand of environment in which company operates. So the strategic
alternatives generated by a SWOT analysis should be built on company’s strengths in order to
exploit opportunities and counter threats and to correct weaknesses.

SWOT analysis explains environment of an organization in two broad ways. They are:

 Internal Environment Analysis: It includes strengths and weaknesses.

 External Environment Analysis: It includes opportunities and threats

During my internship period in Janata Bank I have found some aspects relating to the Bank’s
strengths, opportunities, weaknesses and threats, which I think, affect the bank’s
performance. These are given below:

2.9.1 Strengths

 As a large bank, it has qualified and experienced manpower.

 Branch location is suitable for business.
 Bank’s assets position is quite satisfactory and now there is no fund crisis.
 Bank has requisite wealth to sustain in the various challenges of market economy
 Being a nationalized banking organization, it always gets government
support in all of its operations.

2.9.2 Weakness

 As many employers retired from the bank, there is a crisis for manpower in the
bank.
 Bureaucrat official process hampered the daily internal workflow.
 Lack of motivation for the workers.

20
  Low salary structure for the employees.
 In some cases management-employee relation is not good.
 Potential market for internet banking.
2.9.3 Opportunities

 Expansion of new investment areas.

 Scope for automation will open a big door of opportunity.
 In case of fund crisis Janata Bank gets government support.
 The bank undertakes need-based training program.
 Customers are looking for good quality and have the willingness to bank with
Janata Bank
2.9.4 Threats

 Newly developed privatized and foreign banks.

 Facing a great competition with other commercial banks and financial institutions.
 Loan recovery systems are very weak.
 Policies are not practiced properly.
 Continued deregulation and globalization of services
 Increased technological innovation and technology costs in order to compete
effectively
 Consistent risk pricing and Basle Committee capital requirements for credit risk

21
 CHAPTER: THREE
INTERNET BANKING
SERVICES OF JANATA BANK
LIMITED

22
3.1 Internet Banking and Janata Bank

As a partner of the Government’s ‘Digital Bangladesh’ strategy, the bank has focused on
automation and internet banking activities. The following table projects the growth of
launching internet banking according to administrative divisions.

For performing internet banking, the bank has launched Real time Internet Banking activities
by the real time centralized internet Core Banking System (CBS) software TEMENOS -24
(T24) in 913 branches in 2019. This facility was available in 17 branches only in 2013. Live
operations in all native branches of the bank are conducted using off-line systems. JB cheque
payment and JB cash deposit system through cheque have been developed in all inland
branches by its own software.

Parallel introduction of Real Time Online Core Banking is in progress. In this regard, the
Central Data Center (CDC) & Disaster Recovery System (DRS) have been established.
Moreover, network system has been established between CDC & DRS and 913 important
branches of Janata Bank Limited including head office departments for online banking
system. Real time online banking has been introduced in 174 branches during 2014.

3.1.1 Internet banking services of JBL

Janata Bank has introduced new services for those people who are not covered by traditional
banking services. Among these, there are services/products like internet banking (JB
Remittance Payment System) and real time internet core banking system. Bangladesh
Automated Clearing House (BACH), the first ever electronic clearing house, with its
components- Bangladesh Automated Cheque Processing System (BACPS) and Bangladesh
Electronic Fund Transfer Network (BEFTN); Society for Worldwide Interbank Financial
Telecommunication (SWIFT) etc.

3.1.2 JBL remittance payment system

Ensuring a modern deposit/payment service through all branches in the country, JBL has
successfully launched an internet service named “On-line JB Remittance Payment System”

23
which is developed by the bank’s own IT specialists. This service has been categorized under
the following three modules:

 JB Cheque Payment System.

 JB Cash Deposit System.
 JB Remittance Payment System.

Besides, Internet banking (Real time) system has already been implemented in 913 branches
by 2019. Online service in 37 branches is somewhat slow.

3.1.3 BACH

With an aim to make clearing activities automatic under Bangladesh Automated Clearing
House (BACH) automated clearing center has been setup at Local office of the bank.
Clearing activities in automated system are being executed through Bangladesh Automated
Cheque Processing System (BACPS) from this center.

3.1.4 BEFTN

Fund transfer activities from all branches of the bank with all other banks are being operated
through Bangladesh Electronic Fund Transfer Network (BEFTN).

3.1.5 ATM Service

By adopting the latest technology and under the largest network comprised of 34 banks, of
which 32 banks (including Janata Bank Limited) as members and 2 other banks as network-
sharing members, JBL is providing ATM facilities with debit and credit card to the
customers. Cardholders of the bank have access to more than 4100 ATMs, including 15 of its
own and have the privilege to use more than 5,000 point of sales (POS). Janata bank number
of ATM both is 64 in 2018.Considering customer service expansion along with promoting
goodwill of the bank, projects have been undertaken to increase the number of ATMs. In
2014, the number of debit and credit cardholders was 1761 and 632 respectively. The table
below shows the increase of number of both debit and credit card holders.

3.1.6 CDMS

As core deposit is the low cost deposit and nucleus of the financial base of any bank, JBL
aims to strengthen core deposit procurement activities for which a web based software ‘Core
Deposit Monitoring System’ (CDMS) has been crafted. Through this system, branches are

24
being made to input their data on core deposit on the month ending working day. This system
has enabled instant monitoring of core deposit collection of all branches, area and divisional
offices and all departments of head office as well.

3.1.7 Personnel Management Information System (PMIS)

Janata bank Limited has introduced a Web-based and Real Time Personnel Management
Information System (PMIS) which contains all the basic and necessary information of
employees. All HR related functions are executed through some specific built-in modules
using the database of PMIS. All the dignitaries and employees of JBL are able to view over
fifty Real Time reports about the employees and organizational structure of the bank by
registering with General Module of the PMIS system.

3.1.8 Management Information System (MIS)

For the purpose of automation and removal of the shortcomings of manual generation of
reports and regular monitoring of the business activities, a web based application software
program me termed as OMIS, has been crafted. OMIS does the following:

 Reports both in detail and summary, missing and completed list, comparison and
graph as well as different monitoring reports of any branch/area office/divisional
office as well as of whole bank are prepared;
 Helps decision taking through generating transparency and accountability of
information;
 Repetition of reporting is reduced thus saving working hours;
 All necessary statements are produced through open query system

3.1.9 Website

As a state owned bank, JBL is the first to introduce website with domain named
www.janatabank-bd.com at the end of the year 2000. The website is always kept updated
with important information/circulars, tender, auction and employment related information.
The bank has introduced a web based mailing system by which all departments of the head
office, divisional, area offices and branches are enjoying e-mail facilities. Recruitment
procedure of the bank and activities related to collection of university admission fees are
executed through this website. For performing internet banking, the bank has launched Real.

25
3.2 Most Lucrative Services of JBL

3.2.1 Electronic Money (E-Money): Electronic money (also known as e-currency, e-money,
electronic cash, electronic currency, digital money, digital cash or digital currency) refers to
money or scrip which is only exchanged electronically. Typically, this involves the use of
computer networks, the internet and digital stored value systems. Electronic Funds Transfer
(EFT) and direct deposit are all examples of electronic money. Also, it is a collective term for
financial cryptography and technologies enabling it.

3.2.2 Credit Cards:

Credit Card can be called as an equivalent of a loan sanctioned by the bank to its customers.
Credit card facilitates and makes it possible to “Use First and Pay Later” the specified
amount of credit as per the agreed terms of sanction. This card facilitates the cardholder to
purchase goods and services from the merchant establishments and shops through the
collaborating credit card companies like VISA, MasterCard, Maestro, and Cirrus.

3.2.3 Debit Cards:

A Debit Card provides for internet electronic payment like Credit Card but from savings or
current accounts of the cardholder for purchases. This card is a deposit access product where
cardholder uses his own money in his bank account through the debit card on the principle of
“Pay First and Use Later”. Debit card contains the symbol or hologram of collaborating
company such as VISA, MasterCard etc.

3.2.4 ATM Cards:

ATM Card can be used to withdraw money, deposit money, balance enquires, deposit bills in
the account. The cardholder must maintain a savings bank account or current account with
the bank. On issuance of card, the cardholder is intimated a four digit secret Personal
Identification Number (PIN). The cardholder is always required to maintain safely the PIN to
prevent fraudulent activity.

3.2.5 Automated Teller Machines (ATM):

Full elaboration of ATM is “Automated Teller Machine” which acts like a teller point in bank
who takes and gives money over the counter.ATM is same as teller point but it run
automatically through identity like card and password. It does not need any slip or Cheque

26
but it is very much based on A/C holder’s ATM card and it’s Password. Those who are
entitled for ATM card, bank has provided them a password against every single card. This is
like a debit card. People can deposit their money in a bank account and they have entitled
withdraw their money through ATM card, which is applicable for 24 hours a day and 365
days in a year.

3.2.6 Point of Sales:

Point of sale (POS) or checkout is the location where a transaction occurs. A "checkout"
refers to a POS terminal or more generally to the hardware and software used for checkouts,
the equivalent of an electronic cash register. A POS terminal manages the selling process by a
salesperson accessible interface. The same system allows the creation and printing of the
voucher.

3.3 Functional services of JBL

In true sense internet banking is still absent in Bangladesh. Banks are providing banking
services via internet that includes-

 Account Summary: The Customer will be able to view the list of Current, Saving,
Term Deposit and Loan accounts with the current balance.
 Account Details: The Customer can choose a particular account and see the account
details including unclear fund, limit, interest accrued etc.
 Account Activities: The customer can see or print his transaction activity in a given
account for a particular period.
 Electronic Fund Transfer: The customer can transfer funds from one of his accounts
to another of his accounts within the bank.
 Standing Instructions: The customer can setup, modify or delete standing
instructions for transferring fund from one of his account to another account (his
account or 3rd party).
 Open/Modify Term Deposit: The customer can open a term deposit by transferring
funds from one of his current or savings accounts with the bank. He can also modify
the TD and redeem / part-redeem it.
 Loan Repayments: The customer can make payment of the loan installment from his
CASA account.

27
  Statement Request: The customer can make a request for account statement for a
required period. The bank will manually service this request.
 Cheque Book Request: The customer can make a request for a Cheque book.
 Cheque Status Inquiry: The customer can choose an account and enter the Cheque
no for which the status should be viewed.
 Stop Payment Cheque: The customer can mark his Cheque leaf as stop payment.
 Interest Rate Inquiry: The customer can query on the interest rates on CASA &
Term Deposit Products.
 Foreign Exchange Rate Inquiry: The customer can query on the Foreign Exchange
(FX) Rates using this function.
 Refill Pre-Paid Card: The customer can buy a refill number for his pre-paid mobile
phone or ISP link.
 Change Password: The customer can change his Internet Banking Password using
this function.
 Letter of Credit: The customer can initiate the LC application through Internet
Banking.
 Bank Guarantee: The customer can initiate the Bank Guarantee through Internet
Banking
 Limits Query: The customer can view his Loan Limits and Limits Utilization
through Internet Banking.

3.4 Internet Banking Security of JBL

To keep security of customer JBL and all banks follow the curricular, as like it’s one of the
biggest attractions of Internet as an electronic medium is its openness and Freedom. It is a
public domain and there is no restriction on who can use it as long as one adheres to its
technical parameters. This has also given rise to concerns over the Security of data and
information transfer and privacy. These concerns are common to any network including
closed user group networks. . It will be sufficient to say here that the key components of such
concern are,

 Authentication, viz., assurance of identity of the person in deal,

 Authorization, viz., a party doing a transaction is authorized to do so,
 The privacy or confidentiality of data, information relating to any deal,
 Data integrity, viz., assurance that the data has not been altered and,

28
  Non repudiation, viz., a party to the deal cannot deny that it originated the
communication or database.

3.5 Types of risks associated in Internet banking of JBL.

3.5.1 Operational risk: Operational risk, also referred to as transactional risk is the most
common form of risk associated with I-banking. It takes the form of inaccurate processing of
transactions, non-enforceability of contracts, compromises in data integrity, data privacy and
confidentiality, unauthorized access / intrusion to bank’s systems and transactions etc. Such
risks can arise out of weaknesses in design, implementation and monitoring of banks’
information system.

Besides inadequacies in technology, human factors like negligence by customers and

employees, fraudulent activity of employees and crackers / hackers etc. can become potential
source of operational risk. Often there is thin line of difference between operational risk and
security risk and both terminologies are used interchangeably.

3.5.2 Security risk: Internet is a public network of computers which facilitates flow of data /
information and to which there is unrestricted access. Banks using this medium for financial
transactions must, therefore, have proper technology and systems in place to build a secured
environment for such transactions. Security risk arises on account of unauthorized access to a
bank’s critical information stores like accounting system, risk management system, portfolio
management system, etc. A breach of security could result in direct financial loss to the bank.
For example, hackers operating via the Internet could access, retrieve and use confidential
customer information and also can implant virus. This may result in loss of data, theft of or
tampering with customer information, disabling of a significant portion of bank’s internal
computer system thus denying service, cost of repairing these etc. Other related risks are loss
of reputation, infringing customers’ privacy and its legal implications etc.

Thus, access control is of paramount importance. Controlling access to banks’ system has
become more complex in the Internet environment which is a public domain and attempts at
unauthorized access could emanate from any source and from anywhere in the world with or
without criminal intent. Attackers could be hackers, unscrupulous vendors, disgruntled
employees or even pure thrill seekers. Also, in a networked environment the security is
limited to its weakest link. It is therefore, necessary that banks critically assess all interrelated

29
systems and have access control measures in place in each of them. In addition to external
attacks banks are exposed to security risk from internal sources e.g. employee fraud.
Employees being familiar with different systems and their weaknesses become potential
security threats in a loosely controlled environment. They can manage to acquire the
authentication data in order to access the customer accounts causing losses to the bank.

3.5.3 Money laundering risk

As Internet banking transactions are conducted remotely banks may find it difficult to apply
traditional method for detecting and preventing undesirable criminal activities. Application of
money laundering rules may also be inappropriate for some forms of electronic payments.
Thus banks expose themselves to the money laundering risk. This may result in legal
sanctions for non-compliance with “know your customer” laws.To avoid this, banks need to
design proper customer identification and screening techniques, develop audit trails, and
conduct periodic compliance reviews, frame policies and procedures to spot and report
suspicious activities in Internet transactions.

3.5.4 Liquidity Risk

Arises out of a bank’s inability to meet its obligations when they become due without
incurring unacceptable losses, even though the bank may ultimately be able to meet its
obligations. It is important for a bank engaged in electronic money transfer activities that it
ensures that funds are adequate to cover redemption and settlement demands at any particular
time. Failure to do so, besides exposing the bank to liquidity risk, may even give rise to legal
action and reputational risk.

3.5.5 Credit risk

Is the risk that a counter party will not settle an obligation for full value, either when due or at
any time thereafter. Banks may not be able to properly evaluate the credit worthiness of the
customer while extending credit through remote banking procedures, which could enhance
the credit risk. Presently, banks generally deal with more familiar customer base. Facility of
electronic bill payment in Internet banking may cause credit risk if a third party intermediary
fails to carry out its obligations with respect to payment. Proper evaluation of the
creditworthiness of a customer and audit of lending process are a must to avoid such risk.

3.6 Internet Banking Problems of JBL

30
 Lack of infrastructure: In JBL banking systems, IT and infrastructure is not as well
so good and developed. JBL has no digital database system and service is also
underlined. Because of this, customers will not get right service and maintenance to
their account service with securely.
 Unavailability of ATM Booth: There is scarcity of ATM booth in all places. It
creates high dissatisfaction in customer mind.
 Shortage of fund in ATM Booth: Most people complain that there is low money
reserve in ATM Booth sometimes they find empty.
 High service charge: Online Banking charge is too high and it is still out of reach
among the middle class and lower class family.
 Technological problem: There are some technological problem such as show empty
of own account money, PIN code rejection, Database cannot be support in the system
etc.
 Shortage of Branch: Branches are not available so especially business people face
problems.
 Securities problem: Some people cannot rely on online banking. They feel less
security on online Banking.
 User of online banking: Number of user are low rather than other bank user on
online banking
 Limited Areas: This bank provide online banking service in some specific areas.
 Training and Development: Employees are not well trained in online banking.
 Negative customer perception: Another big problem is that most of the customers
feel unsecured to make their transaction because when they make transactions this
report also go to the internet service provider and this will hamper their secrecy and as
perspective of Bangladesh our banking system have no individual service protocol.
 Small number of services: Actually internet banking service of JBL is not so
aborigine. They are now just providing services of bank transfer, balance check, make
payment and especially fund disbursement is not possible now here. These are the
simple functions they are now performing. Also they are not using http server to
secure this service and they haven’t yet provide customer training for getting the
services clearly and easily.

31
CHAPTER: FOUR
FINDINGS AND
ANALYSIS

32
4.1 Analysis of collected data:

All respondents belong to the janata bank Sylhet corporate branch.30% of respondents age is
20 to 30 years. 36% of respondent’s age is 31 to 40 years. 16% of respondent’s age is 41 to
50 years. 22% of respondent’s age is more than 50 years. The respondents 32 or 64% are
male and 18 or 36% are female.

4.1.1 How many bank accounts do you have?

How many bank accounts do you have

One
22% 18%
Two
Three
More than three
28% 32%

Interpretation: Most of the respondents to this question have 2 bank accounts that have
pressed this option. 18% of the customer has 1 bank account. 32% of the customer has 2 bank
accounts.28% of the customer has 3 bank account. 22% of the customer has more than 3 bank
accounts.

4.1.2 How long you are making transaction with bank?

How long you are making transaction with bank

10%
0-1Year
12% 1-2 Year
2-3 Year
60% 18% More than 3 year

33
Interpretation: Most of the respondents have been making transaction with banks for more
than 3 years.10% customers have been making transaction with bank less than one year.12%
customers have been making transaction with bank more than 1 year and less than 2
year.18% customers have been making transaction with bank more than 2 year and less than
3 year.60% customers have been making transaction with bank more than 3 years.

4.1.3 How often do you make transaction with bank?

How often do you make transaction with bank

20% Daily
30% Weekly
Monthly
Yearly
2% 32% Occasionally
16%

Interpretation: Most of the respondents have making transaction with bank every week.20%
customers do have daily making transaction with the bank.32% customers do have making
transaction with the bank once every week.16% customers do have making transaction with
the bank once every month. 2% customers do have making transaction with the bank yearly.
And 30% of customers occasionally (on demand) go to the bank.

4.1.4 Do you have a bank account for which you interact with your bank mostly through
a Web browser?

Do you have a bank account for which you interact with your
bank mostly through a Web browser

30% Ye
s
70%

Interpretation: Out of 50 respondents 35 have a bank account that has been interact with the
bank through the web browser. 70% customer has been interacting with the bank through the
web browser. 30% of customers have no bank account in this type.

34
4.1.5 Does your bank offer you internet banking service?

Does your bank offer you internet banking service

20%
Yes
No
80%

Interpretation: In response to the question of “Does your bank offer you internet banking
service?” 80 percent customers respond that their bank offer internet banking facilities and
rest of the customer response was negative.

4.1. (5.1) If yes than, do you use internet banking service of Janata Bank Limited?

If yes than, do you use internet banking service of Janata Bank

Limited
18% Ye
s

83%

4.1. (5.1.1) If no than, what is the main reason that you have not using internet banking
service of Janata Bank Limited?

If no than, what is the main reason that you have not using internet
banking service of Janata Bank Limited
Online services don’t enable me to
do what I want to do
29% 29%
Do not have Internet at home

I prefer to have personal human

relation

Not available through my bank

43% Find the process to difficult

35
Interpretation (5.1 and 5.1.1): Out of 40 respondents 33 or 82% customer who take internet
banking service from Janata bank and rest 7 respondents or 18 percent maintain their account
in traditional way. The reason behind avoiding online service from Janata Bank are- 72
percent customers said Janata Bank online service does not fulfill their needs and don’t offer
all the facilities like other private commercial bank, 28 percent said they find the process to
difficult.

4.1.6 Do you trust banks that only operate internet?

Do you trust banks that only operate internet

14% Completely
Somewhat
50% Dubious
36% Not at all

Interpretation: Most of the respondents (50 percent) don’t believe that they don’t trust the
bank which only operates through online where 50 percent customers were in a dilemma.

4.1.7 Which type of internet service you want to use most?

Which type of internet service you want to use most

10% Transfer fund online

15%
ATM service
Online purchase and payment
15%
30% Regular checking of bank statement
Request any card or chaque book service
20% Foreign remittance
10% Other

Interpretation: The most popular internet banking service customer take from bank is
foreign remittance, second most popular service is online purchase and payment and other
online services are- transfer fund online, ATM service, checking of bank statement.

36
4.1.8 Do you think internet banking service is necessary in present scenario?

Do you think internet banking service is necessary in present

scenario 10%

YES
NO

90%

Interpretation: 90 percent respondents believe that internet baking service is necessary for
present scenario while 10 percent don’t think so.

4.1.9 Do you get any notification from your bank regarding your accounts?

Do you get any notification from your bank regarding your

accounts
8%

Ye
s
No

92%

Interpretation: The chart shows that, 92% respondents get notification from their bank
accounts. 8% of respondents did not receive any notification from their bank.

4.1. (9.1) If yes then how?

If yes then how

13%

Through SMS
Through Email

87%

37
 Interpretation: 87% of respondents generally receive the notification message through
SMS. And 13% of customer receives notification messages via mail.

4.1.10 Do you think internet banking is safer than traditional banking?

Do you think internet banking is safer than traditional banking

30% Yes
No
70%

Interpretation: 70 percent customers believe that internet banking is safer than traditional
banking while rest 30 percent are not agree with the majority.

4.1.11 Do you think the security that Janata Bank offers for internet banking services is
safe?

Do you think the security that Janata Bank offers for internet
banking services is safe.

16%
Ye
s
No

84%

Interpretation: 84% customers of Janata Bank are satisfied with the security that bank offer
while 16% customer has doubt about the security of the bank.

4.1.12 What is your opinion about Janata Bank online service charge?

38
 What is your opinion about Janata Bank online service charge

22% Should decrees

50% Enough
No opinion
28%

Interpretation: 22 percent customers of Janata Bank think that the amount of fee bank
charge for taking online service should decrease while 28 percent think that its ok and 50
percent have no comment about this issue.

4.1.13 Which type of problem do you face while using internet banking service?

Which type of problem do you face while using internet banking

service.

10%
More time taking in fund transfer
Critical process
42% Slow speed in working
28%
Not easy for none educated person
Other

20%

Interpretation: The chart show that, 42 percent customer thinks the online system of Janata
Bank is not compatible for non educated people or public and 28 percent found it not user
friendly and 30 percent think that the online banking service is slow and it takes more time
than other competitors.

4.1.14 Are you satisfied with the internet banking service of janata bank?

39
 Are you satisfied with the internet banking service of janata bank.

4%
10% Strongly satisfied
16% Satisfied
Neutral
Dissatisfied
40%
30% Strongly dissatisfied

Interpretation: 40 percent of Janata Bank online customers are satisfied and only 10 percent
customers are fully satisfied with the service of their bank while 16 percent customers are
dissatisfied and rest 30 percent customer did not make any comment.

4.1.15 Do you think Janata Bank should launch mobile app banking service?

Do you think Janata Bank should launch mobile app banking

service.
4%

Ye
s
No

96%

Interpretation: The pie chart show the 96 percent customer thinks that Janata bank should
introduce mobile app for online service and they think it will be more convenient for them to
use and only 4 percent customer don’t want Janata Bank mobile app.

4.1.16 What would encourage you to use more the online banking services?

40
 What would encourage you to use more the online banking services.

30% Rewards
Nothing else, I already often use
online banking services
60%
10% Free transactions

Interpretation: The pie chart shows that, 60 percent customers said that they will make more
transaction through online or use more online service if the bank offer free online transaction
and 30 percent customers said they will be happy if the bank offers rewards for using online
service and rest 10 percent does not require any offer or rewards for taking online services as
they are already user.

4.2 Findings

 In my internship I observed that most of the customers rarely make transaction with
the bank using Internet because of the security issue.
 One of the Problems I figure out that bank does very low advertisement about their
internet banking service to their customers or potential customers.
 Customers said that Janata bank’s internet transaction period is slow and very critical
for customers.
 Another lacking for the bank is Trust, Bank failed making believe to their customers
that internet banking is Easy and fully secured.
 Several time customers complain that Bank sometimes does not send notification
about their internet transactions.
 Transaction and internet banking charge of Janata Bank is little higher than other
banks.
 Internet banking is a little bit complex for less educated person.
 In most of the customer’s opinion Mobile app is very easy for internet banking
operations.

41
 CHAPTER: FIVE
RECOMMENDATIONS
AND
CONCLUSION

42
5.1 Recommendation:

We know that Janata Bank limited is one of the famous commercial bank in Bangladesh.
They have been providing good online services which are given satisfaction and interest for
its clients/customers. They gave their clients electronic fund transfer facilities, ATM, Debit
card, credit card, POS, bill pay facilities in online etc. But they have also some lacking in
online banking process. For removing lacking, they should take following steps in the online
banking system:

 Security: Janata bank should increase its internet banking security and assure its
customers about their safe transactions.
 Advertisement: Increase customer awareness about online banking of Janata bank
through advertisement.
 Fast Transaction: The bank should make their online banking easy and convenient for
their customers.
 Trustworthy: Online banking should be trustworthy because a customer should
believe his bank for transactions.
 Easy and suitable: Making online banking facilities more easy and suitable for all
classes of people.

43
  Charges: Making Service charge of online banking as low as possible.
 Training: Provide proper training about online banking to the employees.
 Mobile Application: Janata bank should introduce mobile app for their customers
because it is easy to operate through mobile app.

5.2 Conclusion

Janata bank is playing a great roll with performing internet as well as internet banking and
they have taken a good position in internet banking. Internet banking is making business so
much easier that any time fast. They have to emphasize into internet banking because it will
take low operating cost for both customers and bank as well it will increase profitability of
bank . With the better service structure internet banking will reach door to door to customers
and will make customer’s life easy to easier.

Study states that internet banking provides greater reach to customers. Feedback can be
obtained easily as internet is virtual in nature. Customer loyalty can be gained. Personal
attention can be given by bank to customer also quality service can be served.

Bank should know that no system is perfect; however a system of such a type will need to be
very secure. This is a system which holds account details and customers wealth. If such a
system was not trusted and not reliable, then Janata Bank Ltd. would face serious laws and
would lose business. The recommendations and suggestions given, if adopted will improve
the position of the company substantially and optimal profitability coupled with better service
and satisfactions for investors may be achieved.

44
References:

 Annual report of Janata Bank Limited (2014-2018).

 Annual Reports of Bangladesh Bank, 2017
 Circulars issued by the Head Office of the Janata Bank Ltd.
 Mr. Munish Kumar and Dr. Sandhir Sharma 2016 –
https://www.researchgate.net/publication/311913355_Customer_Satisfaction_trends_i
n_Banking_Industry-_A_Literature_review
 Janata Bank Limited Website: https://www.jb.com.bd/
 Janata Bank Limited Online Banking:
https://www.jb.com.bd/about_us/online_banking
 Online Banking article of Janata Banking:
https://www.jb.com.bd/about_us/online_banking
 Online Banking Charges sheet:
https://www.jb.com.bd/services/schedule_charges
 Online Banking Page of Janata Bank:
https://ebanking.janatabank.com.np/client/login.xhtml
 Online Banking Systems in Academia.edu:

45
 https://www.academia.edu/9941629/ONLINE_BANKING_SYSTEM_IN_BANGLA
DESH

QUESTIONNAIRE

“An Analysis of Internet Banking service of Janata Bank Limited”

Questionnaire (Disclaimer: The data collected will not be disclosed to public, data will
be used only for the academic purpose)

Personal information

Name of the customer: ________________________________________________________

Address: ___________________________________________________________________

Age: _______ Email ID: ___________________________________Sex: a) Male b) Female

General information

1. How many bank accounts do you have?

1 2 3 More than 3
2. How long you are making transaction with bank?

0-1 Years 1-2 Years 2-3 Years More than 3 years

48
46
3. How often do you make transaction with bank?

Daily Weekly Monthly Yearly Occasionally (on demand)

4. Do you have a bank account for which you interact with your bank mostly through a
Web browser?

Yes No

5. Does your bank offer you internet banking service?

Yes No

5.1 If yes than, Do you use internet banking service of Janata Bank Limited?

Yes No
5.1.1 If no than, what is the main reason that you have not using internet banking
service of JBL?
Online services don’t enable me to do what I want to do
Do not have Internet at home
I prefer to have personal human relation
Not available through my bank
Find the process to difficult

6. Do you trust banks that only operate internet?

Completely Somewhat Dubious Not at all

7. Which type of internet service you want to use most?

Transfer fund online

ATM service
Online purchase and payment
Regular checking of bank statement
Request any card or chaque book service
Foreign remittance
Other (please specify) ____________________________

8. Do you think internet banking service is necessary in present scenario?

Yes No
9. Do you get any notification from your bank regarding your accounts?

Yes No

If yes then how?

Through SMS Through Email

47
10. Do you think internet banking is safer than traditional banking?

Yes No
11. Do you think the security that Janata Bank offers for internet banking services is safe?

Yes No

12. What is your opinion about Janata Bank online service charge?

Should decrees Enough No opinion

13. Which type of problem do you face while using internet banking service?

More time taking in fund transfer

Slow speed in working
Critical process
Not easy for none educated person
Other ( please specify)_________________________________

14. Are you satisfied with getting internet banking service of janata bank?
Strongly satisfied
Satisfied
Neutral
Dissatisfied
Strongly dissatisfied

15. Do you think Janata Bank should launch mobile app banking system?

Yes No

16. What would encourage you to use more the online banking services?

Rewards (discounted fees for certain service)

Nothing else, I already often use online banking services
Free transactions

48