Final Report Common

Letter of Transmittal
23th February, 2019

Mr. Md . Aslam Uddin
Assistant Professor
Department of Marketing
Bangladesh University of Business and Technology (BUBT)
Subject: Submission of Internship Report
Dear Sir,
I would like to submit my internship report titled “Analyzing customer satisfaction about
Online Banking Services of Janata Bank Limited”. I have prepared this report as a partial
requirement of successful completion of my internship program.
In the progress of writing this report I had opportunity to learn about the Janata Bank Limited.
During the internship program I worked on different banking services and also surveyed on
customer satisfaction. Through this kind of works I learned about customer service practically.
It was my privilege to work in such well known and reputed company during my internship
program.
Yours sincerely
Sharif Sadrul Alam Tahsin
Id: 15162101338
39th Intake, BBA
Department of Marketing
Phone Number: 01981761725
Email: Tahasinsat1@gmail.com
i
Acknowledgement
I would like to start, In the Name of Allah, the Most Gracious, the Most Merciful. It is Allah
who gave the strength to complete the report in a comfortable way. So how many times I try to
thank Allah it will never enough. I also thank to my supervisor Mr.Md. Aslam Uddin, Assistant
Professor, Department of Marketing, Bangladesh University of Business and Technology
(BUBT) in order to direct me to complete this report. Also I thank to Manager, Janata Bank
Limited Mirpur section-10 branch to let me conduct my internship program on Analyzing
customer satisfaction on Online Banking Services of Janata Bank Limited. The employees of
Janata Bank Limited Mirpur section-10 branch co-operate with me and I thank to them so
much for giving warm touch of heart. Elder brothers and sisters of varsity help me a lot to
complete my report, I thank them too. I pray to Allah for all of them. Also I pray to Allah for
Janata Bank Limited to improve to fulfill customers demand.
ii
Student Declaration
I am Sharif Sadrul Alam Tahsin, Id: 15162101338, declare that this internship report on
“Analyzing customer satisfaction about Online Banking Services of Janata Bank Limited”
submitted as a requirement for degree awarding of Bachelor of Business Administration (BBA)
at Bangladesh University of Business and Technology (BUBT) is prepared by me. I tried my
best to collect necessary information that made the report specific and original. This report is
not submitted for any other course, degree, and fellowship.
Sharif Sadrul Alam Tahsin

Id: 15162101338
Intake: 39th
Program: BBA
Department of Marketing, BUBT
iii
iv
Table of Contents
Contents Page no.

Executive Summary vi
Chapter 1: Introduction ………………………………………………………….
01
1.1 Background of the report ………………………………………….. 02
1.2 Significance of the report ………………………………………….. 02
1.3 Scope of the report ………………………………………………... 02
1.4 Objective of the report ……………………………………………. 03
1.5 Methodology of the report ………………………………………... 03
1.5.1 Type of the report ………………………………………... 03
1.5.2 Source of data ……………………………………………. 03
1.5.3 Sampling Plan ……………………………………………. 03
1.6 Limitation ………………………………………………………….. 03
Chapter 2: Company Overview………………………………………………….. 04
2.1 Introduction ……………………………………………………….. 05
2.2 Vision …………………………………………………………….... 05
2.3 Mission …………………………………………………………….. 05
2.4 Organogram of Janata Bank Limited ……………………………... 06

2.5 SWOT Analysis ………………………………………………….. 07
2.6 Products …………………………………………………………. 08
2.7 Services ………………………………………………………… 08
2.8 International Trade …………………………………………….. 09
2.9 Interest Rate of Deposit ……………………………………….. 09
2.10 Interest rate of Loans ………………………………………… 09
2.11 Advertising. ………………………………………………….. 10
2.12 Location. ……………………………………………………… 10
v
Chapter 3: Theoretical Aspect …………………………………………………. 11
3.1 Online Banking …………………………………………………. 12
3.2 Advantage. ……………………………………………………… 12
3.3 Disadvantages. ………………………………………………….. 13
3.4 Customer Satisfaction …………………………………………… 13
3.5 Marketing Mix …………………………………………………. 14
3.6 About Online Banking Services…………………………………...
15
Chapter 4: Analyzing & Findings ……………………………………………… 16
Chapter 5: Major Findings …………………………………………………… 32
Chapter 6: Conclusion & Recommendation …………………………………... 34
6.1 Conclusion ……………………………………………………… 35
6.2 Recommendation ………………………………………………. 36
Biography ……………………………………………………………………… 37
Appendix …………………………………………………………........................ 39
vi
Executive Summary
Population is increasing gradually and at same time the competition in corporate sector is also
increasing. To survive in the competition, company should collect up to date information of
customers continuously. With the information company may fulfill their customer demand.
This report can be useful to collect information and fulfill customer demand.
The objective of this report is to analyzing customer satisfaction about Online Banking
Services of Janata Bank Limited. This report contains information about Janata Bank Limited
and at the same time this report shows information of customers. Customers’ information
shows through the survey.
After completing the survey and findings, I have recommended on some fact that Janata Bank
Limited should improve to fulfill customer demand. It is certain that customers have better
perception how to be satisfied. This is why, Janata Bank limited should take into account those
recommendation.
vii

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Letter of Transmittal

23th February, 2019

Subject: Submission of Internship Report

Sharif Sadrul Alam Tahsin

Contents Page no.

2.3 Mission …………………………………………………………….. 05

2.4 Organogram of Janata Bank Limited ……………………………... 06

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