Internship Report

On
“General Banking of
Janata Bank PLC.”

Summer 2025
Submitted to: Abul Bashar, PhD
Submitted by: Ashraful Islam Arman
ID: 2020228
Date of submission: 31 August 2025

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 Letter Of Submission

31-08-2025

To,
Abul Bashar, PhD.
Associate Professor
Department of Management,
School of Business & Entrepreneurship

Subject: Submission of the internship report on “General Banking of Janata Bank PLC”.

Dear Sir,
I am delighted to submit the internship report on “General Banking of Janata Bank PLC.” which you
had authorized us to prepare as a course requirement. I enjoyed preparing the assignment, though it
was challenging. To prepare this report, I have tried my best to include all the relevant information.

So, I, therefore, hope that you will find it in order and if you have any queries, please do not hesitate
to contact us.

Yours Sincerely,
Name: Ashraful Islam Arman
ID: 2020228

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 Acknowledgement

A special debt is due to my respected faculty and cause instructor Abul Bashar, PhD. for giving us
such an opportunity and providing valuable guidance and suggesting accumulating the preparation of
this report. Would also like to thank him for assigning an exclusive topic that has helped to develop
information knowledge in a truly unique way. Moreover, I have benefited from the help of many
people who have gruesomely supplied insightful commitments, suggestions, and contributions, all of
which have progressively enhanced this report. The selection of these specific organizations is vital
for my successful study. Me particularly beholden to my office colleagues. Without their support, it
would not have been possible on my part to complete the report. It has been a pleasure to work on it
and finish this report. The report wouldn’t have been useful without the advice from my academic
advisor and internship faculty. Also want to express my gratitude to the individuals and people that
gave me the tools and data needed to do this report. I want to wish and thank everyone who helped
directly or indirectly, to finish this project. I also want to express my gratitude to those who provided
me with crucial data and information in completing this report.

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 Contents
Letter Of Submission ............................................................................................................................ ii
Acknowledgement ............................................................................................................................... iii
Executive Summary .............................................................................................................................. v
Chapter 1: .............................................................................................................................................. 1
Introduction ........................................................................................................................................... 1
1.1 Company Profile ......................................................................................................................... 1
1.1.1 Vision, mission, objective ................................................................................................. 2
1.1.2 Corporate Department of Janata Bank PLC. ..................................................................... 2
1.1.3 Details of the product lines or services .................................................................................... 4
1.1.4 Operation details ...................................................................................................................... 7
1.1.5 Janata Bank PLC. CSR ............................................................................................................ 8
Chapter 02 ............................................................................................................................................. 9
Internship Experience ........................................................................................................................... 9
2.1 Job Responsibilities: ................................................................................................................... 9
2.2 Functions of the department...................................................................................................... 10
Chapter 3 ............................................................................................................................................. 11
3.1 Analysis of industry .................................................................................................................. 11
3.2 Issue Analysis ........................................................................................................................... 14
3.3 Recommendation based on your analysis ................................................................................. 17
Chapter 4 ............................................................................................................................................. 19
4.1 Discussion ................................................................................................................................. 19
4.2 Conclusion .......................................................................................................................... 19
References ........................................................................................................................................... 21

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 Executive Summary

This internship report describes the experience acquired for 3 months working at Janata
Bank PLC. in the Rampura Branch. This is a government banking organization that
provides services. The report describes the various activities undertaken during the
internship, including research, monitoring and evaluation, organization of events, and
fundraising. Key lessons learned from each activity are highlighted, along with
challenges encountered and strategies used to overcome them. The report also describes
the organizational structure, mission, and vision of the organization, as the different
departments working together to achieve their goals. The role of interns within the
organization is discussed in detail, including various personal and professional
development opportunities. The internship experience at Janata Bank PLC.’s general
banking division was a valuable and great opportunity to observe, understand and gain
some work experience which will be beneficial in the future.

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 Chapter 1:
Introduction
1.1.1 Company Profile

Janata Bank PLC. was established in the year 1972. It’s a state-owned commercial bank of Bangladesh
and it headquarter situated at Motijheel in the capital city of Dhaka. It’s the second largest state-owned
commercial bank in the country. The bank was formed combining the then Union Bank Limited and
United Bank Limited under the Bank Nationalization Ordinance of 1972. In 2007 Janata Bank was
restructured as a limited company. The bank has commendably contributed to the socio-economic
development of Bangladesh and helped structuring solid financial ground of the country as well. The
Bank runs its business with 912 branches across all over the country also 4 overseas branches in United
Arab Emirates (UAE). The current CEO and Managing Director of Janata Bank Md. Abdul Jabber.
As of 2023 it has authorized BDT 30,000 million and paid-up capital BDT 23,140 million. Janata
Bank 100% share is owned by the Government of Bangladesh. As of June 2023, the number of
employees is 12,745. The bank is one the most successful in Bangladesh. In 2020 Janata Bank PLC.
received the South Asian Federation of Accountants (SAFA) for the best financial report.

The SAFA Award for best financial reporting in the region was given to Janata Bank PLC. in 2020 in
recognition of its openness and dedication to good governance. By offering centralized real-time
online banking and a specialized mobile application (eJanata) to enhance customer convenience, the
bank continues to prioritize modernization and technological advancement in line with the national
"Digital Bangladesh" vision.

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1.1.2 Vision, mission, objective

Mission

 To offer both individuals and institutions dependable, cutting-edge banking services.

 To encourage financial inclusion and aid in the socioeconomic advancement of the country.
 To strive for business excellence by using creativity and wise management.
Vision
Janata Bank PLC. vision is to become the largest effective commercial bank in
Bangladesh and to support socio economic development of the country. Their goal is
also to be a leading bank in South Asia.

Company Objective
 Want to be market leader in the number of loans given to SME throughout Bangladesh.
 Try to provide best effective and quality service.
 Establishing good relationships with the customers to develop and grow successfully.

1.1.2 Corporate Department of Janata Bank PLC.

1. Corporate Banking:
Janata Bank PLC. is a government owned commercial bank of Bangladesh. They offer varies range
of services in their corporate banking department to serve the financial needs of the corporate
clients and customers. They typically provide specialized services tailored to meet the
requirements of businesses, institutions and large enterprises. This department provides services
like term loans, working capital financing, trade finance, treasury service, cash management etc.
2. Trade Finance:
Janata Bank PLC. provides comprehensive banking services to all types of commercial concerns
such as in the industrial sector for export and import purposes such as working capital, issuance of
import L/Cs, Advising and confirming export L/Cs/. Janata Bank provides different benefits such
as low interest rates, low service charges and minimum procession time.
3. Credit:

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 Responsible for all kinds of analytical and financial analysis of borrower in every step of lending
that include selection of borrower, documentation, recovery, proposal preparation, and
disbursement. This department also looks after and manages all the credit-related activities within
the bank. They play an important role in evaluating credit worthiness, distribution-sanction of
loans and monitor credit exposures. Here are some of key responsibility credit department of Janata
Bank PLC.:
 Loan Processing
 Risk Management
 Loan Approval
 Loan Disbursement
 Credit Monitoring
 Policy and Procedure Development
 Customer services
 Credit Evaluation
 Supply Chain Financing Services
4. Relationship Management:
This process helps Janata Bank in building and maintain long-term relationships with the
customers, especially with the corporate clients. Relationship management plays an important role
for managers in understanding the unique financial requirement and needs of corporate customers
and providing them with personalized banking services and solutions. The main approaches and
key aspects of Janata Bank PLC.:
 Personalized services
 Assessments in need
 Customized solutions
 Problem solving of customers and clients
 Client retention and loyalty
 Regular communication and providing information.
5. Online Banking:
Janata Bank PLC. provide online banking service to the customers. They have one of the largest
real time centralized online banking networks in Bangladesh with all the branches. Using BEFTN
(Bangladesh Electronic Fund Transfer Network) for faster loan payments, person to person
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 payment, Government tax payment, debit transfer etc. They have launched an app called eJanata-
Internet Banking Application. The app can allow customers to access online banking services from
anywhere.
6. Corporate Social Responsibility (CSR):
The organization sees CSR as critical component of continuous improvement of overall effort to
be more socially responsible and sustainable organization. Janata Bank being one of the state-
owned commercial banks in Bangladesh; with its branches has also realized its responsibility
towards the society and contribution to the amelioration of the social life of the destitute people,
environment and infrastructure etc. They have also taken initiative to provide interest free loans to
the poor marginal farmers in the Aila-Sidr-Mongla areas.
Janata Bank PLC. field of CSR:
 Education and Research
 Health and Treatment
 Poverty Reduction and Rehabilitation
 History, Culture and Sports
 Information Technology
 Protection of Environment
 Miscellaneous

1.1.3 Details of the product lines or services

The product line or services Janata Bank always makes efforts to satisfy their customers and always
try to maintain a good relationship in all the branches.
Here are some of the details of product line or services of Janata Bank PLC.:
1. Account Opening:
For doing transactions and to get services from the Janata Bank need to register which is through
account opening. The bank also needs to provide quality and good services to maintain customer
loyalty. They provide different types of account forms to register in different names. First, it needs
to collect the form filling out the account holder’s name, parents name, date of birth, citizen,
religion, passport, photo, address and signature. Then the respective officer inputs necessary data
into the Easy Banking software. After verification the bank provides cheque books to withdraw

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 money. The bank always focuses on different importance to the different accounts according to
the requirement varies. Like savings account, current account, fixed deposit, student account,
foreign currency account, pension account.

2. SME Banking:
Janata Bank offers varies services under its SME banking segment. Their services are designed to
cater to the financial needs of SME sized businesses. The bank always tries to provide good
services to SME day-to-day activity. The services provided by SME by Janata Bank PLC.:
 SME loans,
 Current and Savings accounts
 Credit facilities
 Trade finance services
 Online Banking
 Advisory services.
3. Cash Deposit:
Cash deposit is one of the most important services provided by Janata Bank PLC.. They provide
cash deposit service at their branches and ATMs. This allows customers to deposit cash into their
accounts conveniently and provide most accurate up-to-date information.
4. Cash Withdrawal:
Cash withdrawal is a fundamental banking service which Janata Bank allows their customers to
access their funds in physical cash form. Cash withdrawal service is important for the customers
to get whenever they need. That’s why Janata Bank try to maintain enough cash at their branches.
When customers are withdrawing money from Janata Bank, they ensure to have necessary
identification such as national Id card or passport copy and account details to facilitate the
transaction. Here’s some of the ways cash withdrawal service is provided to the customers:
 Over-the-counter withdrawal
 ATM withdrawals
 Online or Mobile Banking
 Using Cheques
 Passbook withdrawals.
5. Pay Order:

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 Paying order is financial instrument which is used by the banks on behalf of customers by giving
an order to pay a particular amount to a particular person. It is also known as bankers’ cheque
which is a secure payment instrument issued by a bank on behalf of its account holders. Janata
Bank also provides this service to the customer. Here’s how Janata Bank provides pay order service
to the customer:
 First customers’ needs visit their branches.
 Then I need to fill out the pay order application
 Provide the payment.
 Pay order issuance
 Deduction of payment
 Delivering the pay order.
6. Loans:
Janata Bank provides various loan services to fulfill the financial needs of individuals, businesses,
companies and different sectors of the economy. Different types of loans are provided by Janata
Bank like: Personal loans, Business loans, Agricultural loans, Export financing, SME loans, Import
loans, Industrial loans, Project financing, Trade Finance, Overdraft. In repayment of loans 11%
interest is also charged by the bank.
7. Debit-credit Card services:
Janata Bank PLC. allows debit-credit card holders to make payments, purchases, cash withdrawals
and different financial transactions.
8. Online Banking:
Janata Bank PLC. provide online banking service to the customers. They have one of the largest
real time centralized online banking networks in Bangladesh with all the branches. Using BEFTN
(Bangladesh Electronic Fund Transfer Network) for faster loan payments, person to person
payment, Government tax payment, debit transfer etc. They have launched an app called eJanata-
Internet Banking Application. The app can allow customers to access online banking services from
anywhere.
9. Locker service:
Janata Bank provides locker services to customers. It allows customer safekeeping their valuables
like important documents and goods like jewelry or gold ornaments. This service is provided in
most of the branches.

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10. Prize Bond:
Janata Bank PLC. offers prize bond service to the customer. Prize bonds are financial instruments
issued by the Bangladesh’s Government which offers the chances to win prizes through regular
draws, and it also provide a safe investment option. Customers can purchase prize bonds from any
branch of Janata Bank.

1.1.4 Operation details

Here are some of the operation details of Janata Bank PLC.:

1. Branch Network:
Janata Bank has an extensive which helps it to provide banking services all over Bangladesh’s
varies region and community.
2. Products and Services:
The bank offers various products and services like savings account, current account, fixed deposit,
loans, trade finance, remittance services etc.
3. Areas of Operations:
Janata Bank PLC. runs its operation all over Bangladesh about 912 branches as of 2023. It also
has four overseas branches in UAE (United Arab Emirates).
4. Online Banking:
Janata Bank provides online digital banking services to offer customers of conducting transactions
and accessing account information online.
5. Human Resource Management:
Janata Bank PLC.’s Human Resource Development Department (HRDD) handles Human
Resource Management. This department does many tasks like selection and recruitment, training
and development, employee relations, organizational development, provides compensation and
benefits, employee engagement, and succession planning.

As Bangladesh moving into the idea of ‘Digital Bangladesh’, Janata Bank PLC trying to bring all the
organizations irrespective of types by providing them computers and specific equipment for expansion
of Information Technology.

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1.1.5 Janata Bank PLC. CSR

The organization sees CSR as critical component of continuous improvement of overall effort to be
more socially responsible and sustainable organization. Janata Bank being one of the state-owned
commercial banks in Bangladesh; with its branches has also realized its responsibility towards the
society and contribution to the amelioration of the social life of the destitute people, environment and
infrastructure etc. They know for continued improvement activities play an important role, like overall
effort to be more socially responsible and sustainable organization.

Let’s look at the some of the Corporate Social Responsibility of Janata Bank PLC.:
1. Education and Research:
In today’s time education and research play an important role in both society and country. Janata
Bank has stretched its helping hands towards the financially deprived meritorious and those who
have great inclination to benefit with education. It is aimed at different types of conferences,
symposiums, workshops etc. related to education and research.
2. Health and Treatment:
Janata Bank PLC. has been treating this sector as the second most important. In the last decade,
diabetes, cancer, heart diseases, liver problems etc. have taken a serious and epidemic form. For
building up a healthy society and nation as a bank of the people, Janata Bank both singly and
cooperatively is playing an important role.
3. Natural Calamity:
Bangladesh is gifted with big and beautiful nature. But it is not free from natural calamities like
floods, cyclones, earthquakes, cranes, road accidents etc. Considering the humanitarian traits
Janata Bank PLC. stands as a friend to hopeless people to provide support and help them as much
as possible.
4. Poverty Reduction and Rehabilitation:
Janata Bank takes steps and tries to free people from poverty and lessen the gap between poor and
the rich. They target street, landless, handicapped people in the field to develop them.
5. Environmental Protection:
Pollution has become a big problem in today’s time. For development nature is being destroyed.
For sustainable development Janata Bank considers this matter an important issue and they are

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 devoting a handsome amount to tree plantation, forestation and other friendly environmental
activity to get rid of pollution.

Chapter 02
Internship Experience
1.1.6 2.1 Job Responsibilities:

During my internship at the Rampura Branch of Janata Bank PLC., I was given a variety of tasks that
gave me a thorough understanding of the real-world applications of commercial banking. I greeted
clients and answered their general and service-related questions on a regular basis. One of my main
duties was to assist with the account opening processes, which included helping clients fill out the
necessary paperwork, guiding them through the process, and making sure that all the information they
provided complied with the regulations and bank policies.
Also, I worked closely with the General Banking section staff, observing and helping with day-to-day
operations. This involved managing tasks involving cash and checks, assisting with transaction
posting, and classifying and arranging vouchers at the end of each day. I also helped senior officers
with account maintenance duties like updating customer profiles in the system, checking account
balances, and confirming data for internal reports.
Document management was another important role that I helped with. I oversaw scanning,
photocopying, and organizing various documents, such as transaction records, internal memos, and
customer forms. I kept accurate records and made sure that files could be quickly located when needed.
Additionally, I assisted in handling incoming and outgoing mail by delivering letters to the appropriate
departments and entering them in the dispatch register.
I helped with clearing operations by sorting checks, stamping them, and getting them ready to be sent
to the clearing house. I gained a deeper comprehension of interbank transaction processes because of
these exercises. I tried to establish cordial relationships with both clients and coworkers during my
internship by always acting professionally. I actively sought advice from senior staff members and
supervisors whenever I came across new tasks to guarantee accuracy and timely completion.
My overall knowledge of general banking procedures and operational workflows was greatly
improved because of these tasks. I was able to build a deeper comprehension of how a commercial
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bank functions in a real-world setting because of the experience, which helped me strengthen my skills
in interpersonal communication, time management, and analytical thinking.

1.1.7 2.2 Functions of the department

The General Banking department plays a central role in the overall operations of Janata Bank PLC.,
as it is responsible for providing day-to-day banking services to its customers. This department is
responsible for a wide variety of the fundamental duties that are necessary to enable the supply of
financial services in a smooth and efficient manner. Deposit mobilization is one of its core duties,
which includes opening and managing a variety of accounts, including savings accounts, current
accounts, and fixed deposits, among other types of accounts. In addition, the department is responsible
for facilitating cash operations, which include cash receiving and cash payment, to fulfill the monetary
requirements of clients.
Let’s look at the functions of the department:
 Operations Department: This department runs and oversees day-to-day operations of Janata
Bank which includes account management, transaction procession and customer service.
 HR Department: Human resource department handles recruitment and selection, onboarding
and orientation, documentation and employee record, attendance and leave management,
training and development, workforce planning, HR compliance etc.
 Credit Department: They handle the loan applications, assess credit worthiness and manage
the bank’s leading portfolio.
 Finance Department: This department handles all financial tasks like planning and budgeting,
financial reporting, capital management, cost management, capital adequacy, financial audit,
investment management, financial performance evaluation.
 Audit Department: They conduct internal audits of financial, operational, compliance,
control evaluation, information systems audits, planning, audit execution, findings and
reporting.
 Marketing Department: This department promotes bank products and services, market
research, promotion and advertising, customer engagement, market segmentation, market
analysis, digital marketing.

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  Utility Bill Collection and Other Services: Involves processing utility bill payments,
assisting customers with government savings certificates, providing information on banking
products, and guiding customers to the appropriate department for specialized services like
loans and foreign exchange.
 Record Keeping and Reporting: Maintaining registers and transaction files, preparing
internal reports, archiving documents for audits, and adhering to banking rules and regulatory
requirements in all record-keeping activities, ensuring strict compliance with policy

Chapter 3
1.1.8 3.1 Analysis of industry

There is a significant contribution that the banking sector in Bangladesh makes to the overall economic
development and financial stability of the country. Commercial banks that are owned by the state,
private commercial banks, banks from other countries, and specialized financial institutions are all
included in its composition. The industry has undergone tremendous growth over the course of the
year because of the growing demand for financial services, the implementation of technological
advancements, and the reforms introduced by the government.
The Bangladeshi government owns and operates the commercial bank known as Janata Bank PLC. In
total, there are 12,745 workers working for the bank, which has 912 branches located all throughout
the country. The company has authorized capital of 30,000 million Bangladeshi Taka (BDT) and paid-
up capital of 23,140 million BDT as of the year 2023. The contribution of Janata Bank to the entire
financial banking sector in Bangladesh is eight percent.
In recent years, industry has been witnessing several quick developments as financial institutions have
been working to modernize their services and adopt digital platforms to attract a wider consumer base.
The banking industry has been continuously developing and modernizing because customers are now
looking for banking channels that are quicker, more convenient, and significantly safer. There have
been several factors that have contributed to the increasing demand for banking services in
Bangladesh. These factors include the ongoing expansion of small and medium companies (SMEs),
the rise in remittance inflows, the expansion of foreign trade, and the efforts of the government.

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It is the Bangladesh Bank's responsibility to oversee regulations, which helps to guarantee that
responsible banking practices are followed and that financial stability is preserved. Commercial banks
that are owned by the state, such as Janata Bank, are confronted with both possibilities and challenges.
In addition to receiving backing from the government and huge branch networks, they are also
confronted with competition from private commercial banks that are currently utilizing cutting-edge
technology.
The market in which Janata Bank operates is extremely competitive, and the demand of its customers
is consistently and steadily growing. To achieve success in this sector, financial institutions must
guarantee that they have effective risk management, a comprehensive range of services, competitive
interest rates, client satisfaction, and technological innovation. In addition, the implementation of
efficient corporate governance, the enhancement of operational efficiency, and the investment in
digital banking platforms are all essential components for achieving a competitive edge.
Main competitors

Bangladesh there are 61 banks who operates under full control and supervision of Bangladesh Bank.
In the banking sector Janata Bank has many competitors. Basically, Janata Bank follows asset-based
approach rather than capital-based approach, which means its main operations and strategies primarily
follows asset base and portfolio. It involves managing and utilizing its assets like loans, investment
and other financial instruments which are used to generate income and support its various activities.
Janata Bank PLC. competes with both state-owned and private commercial banks operating in
Bangladesh. The main competitors include:
1. Sonali Bank PLC:
The biggest state-owned commercial bank in Bangladesh is called Sonali Bank PLC. Through its
vast branch network, it provides a variety of services, such as trade financing, SME loans,
remittance, and general banking, just like Janata Bank. It is one of the most formidable rivals due
to its substantial client base and strong government affiliation.
2. Agrani Bank PLC:
Like Janata Bank, Agrani Bank PLC is a significant state-owned bank that offers retail and
business banking services. It is well-established throughout the nation and directly competes in
markets like retail services, remittances, and corporate and SME banking.
3. Rupali Bank PLC:

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 Another state-owned bank that directly competes in the public banking market is Rupali Bank
PLC. General banking, deposit services, lending products, and online banking are just a few of the
many banking services it offers.
4. Private Commercial Banks:
Private commercial banks are becoming strong competitors for Janata Bank due to their superior
customer service, advanced digital banking platforms and competitive financial products. The
major private commercial banks competing with Janata Bank include:
 BRAC Bank Limited – Known for strong SME banking and digital services.
 Dutch-Bangla Bank Limited (DBBL) – Well known for its extensive ATM network and
digital banking facilities.
 Islami Bank Bangladesh Limited (IBBL) – Leading Shariah-based bank providing strong
retail and corporate banking services.

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1.1.9 3.2 Issue Analysis
The Theory of Planned Behavior is a psychological model that aims to clarify how attitudes, intentions,
subjective norms, and perceived behavioral control affect an individual's behavior. This theory can
be used to examine how customers behave in the banking sector, especially while interacting with
Janata Bank PLC and other rival banks in Bangladesh. This analysis will look at how the Theory of
Planned Behavior can be utilized to comprehend the decision-making processes that affect consumer
loyalty, banking product and service adoption, and banking choices.
1. Attitude Toward Behavior
A customer's perspective toward Janata Bank PLC. is influenced by how they view the bank's
offerings, reputation, and general standing. The quality of services (such as SME loans, internet
banking, and accounting procedures) and customer experience with Janata Bank are important factors
that influence how clients feel about doing business with the bank. Customers are more likely to have
a favorable attitude toward using Janata Bank's services if they believe that the bank's services are
valuable, convenient, and trustworthy.
For example:
 Because of the simplicity and ease of use of Janata Bank's digital banking services, including
online banking via the eJanata app, customers may have a positive opinion of them.
 Consumers may also see Janata Bank's CSR initiatives, such as funding healthcare and
education, favorably, which would improve their perception of the bank.
A positive attitude can foster stronger customer loyalty, which is critical in a competitive market, as
observed in the bank's competition with private banks like BRAC Bank and Dutch-Bangla Bank.

2. Subjective Norms
The perceived social incentives to engage in or refrain from engaging in behavior are referred to as
subjective norms. Customers in the banking industry are impacted by the beliefs and actions of others
in their immediate social circle, including peers, family, and friends. Social circles, peer
recommendations, or cultural standards may all have an impact on consumers' decisions to pick Janata
Bank over rivals.
For example:
• People in a person's social circle may be more likely to use Janata Bank for comparable
financial needs if they have had good experiences with the bank's services, such as opening
accounts or obtaining loans.
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 • Since it is seen as the standard in certain circles, state-owned banks like Janata Bank may
also be preferred by government workers or those employed by the government.
Subjective norms can also be influenced by the bank’s corporate social responsibility (CSR)
initiatives, especially in areas like poverty alleviation and community development, which can foster
a sense of social responsibility among customers.

3. Perceived Behavioral Control

The term "perceived behavioral control" describes a person's confidence in their capacity to carry out
an action, regardless of how simple or complex it may be. The availability of banking services, the
usability of digital platforms, the accessibility of physical branches, and customer support are some of
the elements that affect Janata Bank's perceived behavioral control.
For example:
• Customers may feel comfortable utilizing Janata Bank's online banking platform or mobile
banking (eJanata) if they think these services are user-friendly and convenient.
• Customers feel more confident and think that using Janata Bank's services is a viable
alternative because of the bank's extensive branch and ATM network as well as its competitive
loan offerings.
• Conversely, clients may be less inclined to interact with Janata Bank if they believe that using
the bank's services is difficult (for example, delayed service, poor customer assistance, or
complicated procedures).
Perceived behavioral control is probably going to be positively impacted by Janata Bank's
effectiveness in loan disbursements and clearing procedures. However, Janata Bank may find it
difficult to maintain a high degree of perceived control for its clients due to competition from private
banks, who might have more sophisticated digital platforms or more flexible customer service.

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4. Behavioral Intention
A person's purpose to carry out a specific conduct is known as behavioral intention, and it is impacted
by their attitudes, subjective norms, and sense of behavioral control. The three elements are closely
related to Janata Bank PLC's customers' behavioral intentions to utilize their services, such as opening
accounts, obtaining loans, or using internet banking.
 Positive Attitude: Customers are more likely to plan to create an account or use the bank's
services if they have a favorable opinion of the bank's offerings and like its CSR programs or
advantageous loan offers.
 Subjective Norms: The possibility that a customer will want to employ Janata Bank's services
also rises if their social circle encourages them to do so.
 Perceived Control: If customers believe Janata Bank's services are efficient, accessible, and
simple to use, they are more likely to plan to use the bank. For instance, the availability of
ATM cash withdrawal and internet banking tools like eJanata may make banking with Janata
Bank more appealing and practical.

5. Actual Behavior
The last step in the Theory of Planned Behavior is actual behavior, which relates to whether the person
carries out the plan. Whether a customer opens an account, obtains a loan, or makes use of other Janata
Bank financial services is the real conduct in this instance.
For example:

16
  A customer is more likely to follow through and utilize Janata Bank's services if they have
a strong intention to do so, because of a positive attitude and external encouragement from
peers or family. This results in increased customer engagement and retention for the bank.
 The customer's ultimate decision to stick with a competition or move to another one will
probably depend on how simple it is to complete banking tasks, whether via internet
platforms, mobile devices, or in-person branches.

1.1.10 3.3 Recommendation based on your analysis

1. Enhance Customer Experience and Service Quality
 Focus on Positive Attitudes: Continue to raise the standard of services, especially via digital
channels like the eJanata app, to guarantee user-friendliness and smooth interactions. Positive
encounters increase the likelihood that customers will have positive opinions about the bank.
 Simplify Processes: Simplify loan applications, account opening, and other banking processes
to make it simpler for clients to communicate with Janata Bank. This can increase general
contentment and cultivate a favorable opinion of the bank.
2. Leverage Social Influence (Subjective Norms)
 Encourage Word-of-Mouth and Referrals: Encourage pleased clients to tell others about
Janata Bank's offerings. Discounts for new clients or referral schemes might increase social
pressure to interact with the bank.
 Promote CSR Initiatives: To attract socially conscious clients, emphasize the bank's CSR
initiatives, which include funding community development, healthcare, and education. By
linking the bank to constructive contributions to society, this can affect the social norms of its
clients.
 Community Engagement: Boost the bank's reputation by forming alliances with influential
people or leaders in the community who can persuade others to use Janata Bank's services,
especially in underserved and rural areas.
3. Strengthen Perceived Behavioral Control
 Improve Digital Accessibility: Make sure Janata Bank's online resources are accessible and
easy to use. Provide tutorials or instructional materials to assist clients using online services
like eJanata with confidence.

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  Increase Physical Accessibility: To guarantee that consumers can conveniently access their
accounts and complete transactions, expand ATM networks and branches, particularly in rural
areas.
4. Incentivize Behavioral Intentions
 Offer Competitive Products: Offer attractive financial products with flexible loan repayment
options, competitive interest rates, and SME loans. Customers' intention to use these services
can be increased by clearly communicating the advantages.
 Targeted Promotions: To encourage customers to interact, create marketing campaigns that
emphasize the distinctive advantages of banking with Janata Bank, such as reduced costs for
new clients or exclusive deals for small businesses.
5. Encourage Actual Behavior (Customer Action)
 Provide Immediate Rewards: Provide awards for using digital banking, loyalty benefits for
returning customers, or savings on costs for new accounts as ways to encourage prompt service
use. Customers are encouraged to act and make advantage of the services as a result.
 Customer Retention Programs: Create incentives for loyal clients, such better lending
conditions, lower fees, or early access on financial goods. Long-term success depends on
maintaining current customers.
 Follow-Up and Personalization: Send individualized follow-up messages to customers to
inquire about their pleasure, address any issues, and encourage them to keep using Janata
Bank's services after they have used them initially.
6. Monitor Competitors & Market Trends
 Analyze Competitors: Keep attentively for rivals, particularly private banks that provide
excellent customer care and cutting-edge digital banking, such as BRAC Bank and Dutch-
Bangla Bank. Janata Bank can improve its services and maintain its competitiveness by being
aware of their advantages.
 Adopt Technological Innovations: To stay ahead in the digital banking market, make
investments in cutting-edge technology like blockchain for security or artificial intelligence
(AI) for customer support. Janata Bank will be able to provide services that are safer, quicker,
and more effective as a result.
 Differentiate Offerings: Create distinctive goods or services that address client demands, such
customized banking options for rural clients or specialized loan programs for SMEs. In a
congested market, this distinction will help Janata Bank stand out.
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 Chapter 4
1.1.11 4.1 Discussion

In my internship at Janata Bank PLC., I gained valuable insights into the operations of a large
commercial bank in Bangladesh. I was able to comprehend the part general banking plays in
guaranteeing the seamless operation of daily banking services thanks to my practical experience. I
was able to understand the intricacy of delivering banking services because of my exposure to a variety
of banking operations, including account management, cash handling, and document management.

At Janata Bank, the Theory of Planned Behavior (TPB) has proven to be a useful framework for
examining consumer behavior. I found that customers' intentions to use the bank's services are
strongly influenced by their attitudes toward the bank, their perception of control over banking tasks,
and the social influence of their peers. Customers' opinions about Janata Bank's online banking
services, like the eJanata app have a big impact on how they behave. It became evident that a major
factor influencing customer loyalty and retention is the bank's dedication to improving customer
experience, making transactions easier, and investing in digital services.

Additionally, Janata Bank finds it difficult to keep up with technological advancements and customer
expectations due to the growing competition in the banking industry, especially from private banks.
My time at the bank demonstrated the value of providing individualized services and cultivating
enduring relationships with clients. I have seen firsthand how important it is for banks to react swiftly
to shifts in the market to maintain competitive and customer-focused services.

4.2Conclusion

Reflecting on my time at Janata Bank, I can confidently say that this internship provided a solid
foundation for my future career in banking. My knowledge of banking operations was further
improved by the opportunity to put academically gained theoretical concepts into practice.
Additionally, collaborating with seasoned experts deepened my understanding of the value of effective
banking procedures and customer service.

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I think Janata Bank has a great deal of potential to keep expanding and improve Bangladesh's financial
situation. The bank's dedication to being a responsible and progressive organization is demonstrated
by its emphasis on customer satisfaction, technological advancements, and corporate social
responsibility. However, Janata Bank must continue to embrace innovation, enhance its digital
offerings, and improve customer experience to remain competitive.

I gained both professional and personal growth from my fulfilling and instructive internship at Janata
Bank PLC. I have no doubt that the knowledge I have gained from this experience will help me succeed
in the banking industry going forward.

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 References
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Management, 17(1), 99–120.

2. Bangladesh Bank. (2023). Scheduled banks in Bangladesh. [Link]

3. Janata Bank PLC. [Link]

4. Sonali Bank PLC. [Link]

5. Rupali Bank PLC. [Link]

6. Agrani Bank PLC. [Link]

7. Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of

information technology. MIS Quarterly, 13(3), 319–340.

8. Laukkanen, T., & Cruz, P. (2022). The adoption and usage of mobile banking: A literature review.

Journal of Financial Services Marketing, 27(4), 147–160.

9. Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision

Processes, 50(2), 179-211. [Link]

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