Identifying The Problems and Finding Solutions of The Billing Section of Janata Bank Limited

IDENTIFYING THE PROBLEMS AND
FINDING SOLUTIONS OF THE BILLING

SECTION OF JANATA BANK LIMITED
Identifying the problems and finding solutions of the billing section of Janata bank limited. Page 1
CHAPTER ONE
INTRODUCTORY PART
1.0 Introduction
Banking institutions play a pivotal role in a country’s overall economy. It can be said without
any doubt that banks form the financial foundation of a state. They provide a variety of money
related services to citizens. One such important service is taking various utility bills. Although
with the advent of various modern technologies and online services, clearing bills through banks
still remains popular. People feel it safe and convenient to pay utility bills through banks. Janata
bank limited is one of the largest state owned banks in Bangladesh and it provides numerous
consumer banking services. Just like most other public sector banks, Janata bank has the billing
section to help out people in paying their bills. However, this section is not devoid of problems
just like most other sectors of this country. The most prominent problem is certainly the lack of
capacity to serve the huge number of customers. Among other problems include unnecessary
time taking in bill processing, small space, poor infrastructure, manual processing, backdated
logistics, and inexperienced and corrupted employees. During my three-month internship at REB
corporate branch of Janata bank, I worked at different sections there. However, it was not
possible to grasp every section thoroughly. I preferred to gain in-depth knowledge about billing
section and thus chose it for my report. With the help of my supervisor in the bank I gathered
necessary information and conducted study on “Identifying the problems and finding
solutions of the billing section of Janata bank limited”, that I presented here.
1.1 Aims of the Research
I took the privilege to apply my theoretical knowledge into the practicum sphere during my
three-month internship at Janata bank limited, REB corporate branch, Nikunja-2, Dhaka. I
prepared this report in pursuit of partial fulfillment of the course BUS 490. The aim of the
research is to identify the problems customers face while paying their bills and find out solutions
to such problems at billing section of Janata bank (REB corporate branch).
1.2 Objectives
Broad Objective:
The broad objective of this study is “Identifying the problems and finding solutions of the
billing section of Janata Bank Ltd.”
Specific Objectives:
To identify the perception of the customers regarding bill pay system at Janata bank,
REB corporate branch.
To get an idea about billing section activities of Janata bank, REB corporate branch.
To assess the atmosphere of the billing section of the bank and whether it is friendly for
customers or not.
To identify the reasons behind customer satisfaction or dissatisfaction at the billing
section.
To know whether Janata bank, REB corporate branch is using modern technologies like
online payment system for billing services.
To identify the capacity of this branch to provide satisfactory services to the customers.
To come up with viable solutions to the problems faced by the customers at the billing
section of Janata bank, REB corporate branch and recommend practical ways to
overcome the obstacles.
1.3 Scope of the study
This report has been conducted at the billing section of the Janata Bank, REB corporate branch
and it attempts to discover the problems faced by customers who come to pay their utility bills
like electricity bills, gas bills, WASA bills, etc. The study also looks for viable solutions to such
problems through interviewing the customers and assessing the billing system of this branch.
1.4 Limitations of the study
I cannot deny the cordiality and cooperation of the employees of Janata bank during this study.
They all tried to provide me with necessary information despite their extremely busy schedule.
However, sometimes I had to wait quite a while for getting information due to their engagement
with customers. I faced some other problems during my study that may be enlisted as the
limitations of the study as follows:
Getting acquainted with all the banking activities was not possible during this short
period of time because I was occupied at the billing section of the bank most of the time.
There were some problems in getting information for the study due to either the busyness
of the employees or security/corporate obligations.
Another important limitation of this study was time and cost restriction. To conduct the
study in-depth a great deal of time is required. But I got only three months to prepare and
present the report which is clearly not sufficient.
There was no scope of verifying the data in most of the instances. I had to go with the
information blindly and put into my report.
The customers I interviewed seemed to be busy and sometimes unwilling to cooperate as
they are not familiar with this kind of study. I doubt all the responses from them are
authentic.
I am also new to this kind of study. So inexperience might be a limiting factor of this
study.
CHAPTER TWO
ORGANIZATION PART
2.0 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. Including 4 overseas branches in United Arab Emirates
Janata Bank runs its business with 912 branches across the country having a big family of around
11,876 (As on 16.09.2018) employees with its head office located at Janata Bhaban at Motijheel
C/A, the heart of the capital city, Dhaka.
At the end of 2017 the Bank held Deposit BDT 649,440.78 million, Advance BDT 459,580.05
million with Authorized capital BDT 30,000 million and Paid-up Capital BDT 19,140 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.
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.
2.1 Corporate profile
Name Janata Bank Limited

Registered Address Janata Bhaban, 110, Motijheel Commercial Area Dhaka - 1000,
Bangladesh.
Legal Status Public Limited Company
Chairman Luna Shamsuddoha
CEO & Managing Md. Abdus Salam Azad (F.F.)
Director
Company Secretary Hussain Yeahyea Chowdhury
Date of 21 May 2007
Incorporation
Authorized Capital BDT 30,000 Million
Paid up Capital BDT 23,140 Million
Operating profit BDT 11,369 Million
(2017)
Deposits (2017) BDT 649,441 Million
Face value per share BDT 100 per share
Shareholding 100% Share owned by the Government of Bangladesh
Pattern
Number of 11,876 (As on 16.09.2018)
Employees
Banking license 31 May 2007
obtained from
Bangladesh Bank
Phone +88 02-9560000, 9566020, 9556245-49, 9565041-45, 9560027-30
Fax 88-02-9554460, 9553329, 9552078
SWIFT JANBBDDH
Website www.jb.com.bd
E-mail md@janatabank-bd.com
Logo
Table 01: Corporate profile of Janata Bank Limited
2.2 Board of directors
SL Name Designation Contact Number

01.
Chairman
Luna Shamsuddoha Office Phone: +88-02-9568413

E-mail: chairjbl@janatabank-
Chairman, Dohatec New Media bd.com
Managing Director
Global Voice Telecom Limited
02. Cell Phone: +8801730-438227

Residence Phone: +88-02-
Director
55033955
Khondker Sabera Islam E-mail: sabera8227@gmail.com
Former Deputy Managing Director
Agrani Bank Limited
03. Cell Phone: +8801711596703

Director Residence Phone: +88-02-
58955534
Mr. Md. Mofazzal Husain
E-mail: mdmh1955@gmail.com
04. Office Phone: +88-02-9144357

Director Cell Phone: +8801711-566073
E-mail:
Mr. Masih Malik Chowdhury, FCA masih@masihmuhith.com
FCS
05. Cell Phone: +8801733744068
9353353
Mr. A.K. Fazlul Ahad E-mail: fazlul3118@gmail.com
06. Office Phone: +88-02-9887102

Director E-mail:
selimaahmad@gmail.com
Mrs. Selima Ahmad
07. Cell Phone: +8801715172448

9131663
Mr. Mohammad Abul Kashem E-mail:
abulkashem1505@yahoo.com
Cell Phone: +8801729070922

Director E-mail:
08. uddinjafar1962@gmail.com
Dr. Md. Jafar Uddin

Past President, Bangladesh Women
Chamber of Commerce & Industry
09. Office Phone: +88-02-9587639
CEO & E-mail: md@janatabank-
Managing bd.com
Director
Mr. Md. Abdus Salam Azad (F.F.)
Professor, Dhaka School of
Economics
Table 02: Board of directors of JBL
2.3 Organogram of Janata Bank Limited
Figure 01: Organogram of Janata bank limited
2.4 Organogram of Janata Bank Limited (REB Corporate Branch)
Figure 02: Organogram of JBL, REB corporate branch
2.5 Mission and Vision
Mission of Janata bank limited:
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 of Janata bank limited:

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.
2.6 Objectives of Janata bank limited
To carry on, transact, undertake and conduct the business of banking in all branches.
Full implementation and utilization of the Bank’s excellence program which aims
To provide services to customers.
To carry on business as financiers, promoters, capitalists, financial and monitory Agents,
concessionaires and brokers, dealing in exchange, securities and all kinds of janata
banking etc.
2.7 Management
Janata Bank is the second largest commercial bank of the country. It has 912 branches
throughout the country and abroad to serve the nation. There are 4 overseas branches at U.A.E.
The Head Office of the bank is located at Janatabhaban 110 Motijheel C/A, Dhaka. It has 32
GM, 146 DGM and 342 AGM. Principal Offices are headed by First AGM and each department
is headed by AGM.
Head
Office
GM
Office
Area
Office
Regional
Office
Branch
Figure 03: Functional Hierarchies
2.8 Products and Services
Personalized services:
Janata Bank Limited extends all the major personal banking facilities and services to its
customers with its skilled manpower and largest network of around 912 branches covering all the
urban and remote rural areas of Bangladesh. The schemes are Short term deposit, Term deposit,
Sanchaya pension scheme, Deposit pension scheme, Non-residence Pension Scheme, Janata Hajj
Deposit Scheme, and Janata Deposit Scheme. The programs offer good terms and conditions. At
personal level Janata Bank present some credit schemes to facilitate and up lift your standard of
living. You may have one to meet up your requirement. JBL also provides most popular types of
loans including agriculture loan, working capital loan, rural credit, tannery trading, commercial
real estate loan, single housing loan, apartment buying loan, consumers financing, education
loan, healthcare loan, and some specialized loans.
Online and ATM services:
Times have changed and technological boom has given the businesses superlative edges over the
manual and traditional functionalities of business operations. So the bank business in Bangladesh
has overwhelmingly changed with the introduction of online banking in bank business. Janata
Bank Limited has also stepped into the world of online banking and is rapidly progressing in
implementation of online banking through Core Banking System (CBS). It has launched ATM
services with debit and credit cards, internet banking, automated branch banking, green banking,
e-GP payment services, and many other internet based services.
Facilities offered to remitters:
Commission for issuance of Taka Drafts from our UAE branches has been reduced and re-fixed
from AED 10.00 to AED 4.00 and commission for issuance of TTs drawn on Bangladesh and
payable at any bank branch are re-fixed at AED 12.00 from AED 30.00.
Commission for issuances of Taka drafts at UAE branches has been reduced irrespective of
amount.
1% interest above the normal savings deposit rate is offered to SB accounts receiving foreign
remittance.
There are several types of Accounts and US Bonds.
o Non Resident Foreign currency Deposit Account(NFCD)

o Resident Foreign Currency Deposit Account (RFCD):
o Non-Resident Investor's Taka Account (NITA)
o Wage Earners Development Bond (WEDB)
o US Dollar Investment Bond and US Dollar Premium Bond (US Bonds)
Business export financing:
To boost up country's export, Janata Bank Limited has been providing different kinds of
assistance to exporters. Some of which are as under:-
o Providing Pre-Shipment and Post-Shipment Finance, Export Guarantee and bonding

facility etc.
o Concessional rate of interest for exports finance.
o Back to Back L/C under bonded warehouse facility
o Sight & Unasked L/C against Firm Contract for import of raw materials.
o Sight L/C under EDF
o Exporter's Retention Quota A/C both interest bearing and non-interest bearing.
o Export incentive programme.
o Banking at Export Processing Zone.
o Scope for establishment of export oriented industry by 100% foreign investment and by
joint-venture.
o The sole bank to disburse Government Export Promotion Fund against export of
Computer Software & Data Entry Processing.
o Undergone to an agreement with Bangladesh Bank to obtain fund from Government EEF
(Equity & Entrepreneurship Fund) to build up entrepreneur's equity.
o Providing services to the exporter by utilising most modernised technology like Swift,
Reuters, Internet, Fax etc.
Import financing:
Through quite a good number of Authorized Dealer Branches and 1239 foreign correspondents
world wide Janata Bank Limited has been extending full range of import and relevant financial
facilities.
Import Items
1. Capital machineries and industrial raw materials.
2. Fuel & Lubricants.
3. Intermediate goods.
4. Consumer durable, spare parts and equipments.
5. Consumer goods : Food & Food Grains, Baby food, Petroleum, CDSO (Crude
Degummed Soya bean Oil), CPO (Crude Palm Olin) Oilseeds, Cement Clinker,
Construction Materials, Fertilizer, Chemicals and many other goods permissible by
Import by Import Policy of the country.
Facilities Offered
o Opening of L/C at competitive/ reasonable margin and commission.
o Interest at concession rate on import finance to the prime customers & interest rebate
facilities.
2.9 SWOT analysis of Janata bank limited
Strengths: Weaknesses:
 Nationwide networks, 908 branches  Lack of technological resources such as
 Foreign Network 4 branches computerized banking as well as Internet
 Relationship management application 598 banking.
 Increase of inward remittance  Because of manual service, it is more
 State owned image costly and time consuming.
 Market reputation  Lack of promotional activities.
 Global recognition  Poor information based website.
 Strong deposit base  There is no specific training institute for
 Strong capital base JBL employees.
 No provision shortfall  The bank has more non-performing assets.
 Skilled manpower  Incentive system is very weak than private
 Experienced management bank.
 Newly recruited talents  Credit providing procedures are very
 JBL-Friendly board of directors lengthy. So most of the people feel boring
 Running adequate liquidity to take loan.
Opportunities: Threats:
 Opportunity to increase retail banking due  Loan defaulter.
to available customer.  Political instability of the country.
 Government has taken some steps against  The continuing increase in non-bank
illegal remittances. competitors offering similar services.
 The bank has many branches in the local  A large number of private banks are
areas of the country. So it can easily increasing in Bangladesh day by day by
expand its activities taking huge capital and skilled human
 It has a good government patronization. So resources.
it is trustworthy to the people.  Private Banks provide handsome salary to
 Janata Bank can attract the people by the employees.
offering new schemes of deposits to the  Government facilities may be insufficient
local area. when the economic condition of the
 Government has banned some Jatiya country becomes unfavorable.
Sanchoy Patras.  Private Banks provide loan very quickly to
the customers but JBL takes long time to
do it. But at present, most of the people are
very punctual.
Table 03: SWOT Analysis of Janata Bank Limited
2.10 Porter’s five forces model
Figure 04: Porter’s five forces model
1. Threats of new entrants:

More and more private banks are entering the market every year which are posing ever
increasing threat for existing banks. Each bank wants to hold the trophy through cheap
products and services. Moreover, the range of products and services is more or less same in
the banking industry. That makes the competition even harder. As Bangladesh is entering
middle income country list, the economy is flourishing at an amazing pace. This is making
banking business a potential lucrative one. So a lot of financial organizations are placing
their eyes in this sector. Janata bank is an old commercial bank that has to compete with a
number of newly entered yet powerful private banks. Again, the exit barrier is very high for
the existing banks. If Janata bank keeps its existing standards of service, it will be very
difficult to stay in the competition. So Janata bank has to introduce innovative services that
confront modern technologies.
2. Bargaining power of the suppliers:
Supplies of a bank are of two types- cash and logistics. Investors or depositors are the cash
suppliers. In the banking industry their bargaining power is too high. It is because they will
run towards the bank that can offer highest rate of return for a certain amount of money.
Logistics can be of various types like computer, check book, money counting machine,
photocopier, clearing machine, bank note checking machine, etc. The number supplier for
these kinds of equipment is very limited. So the banks including Janata Bank are bound to go
for a good understanding with those suppliers for the sake of their business and come with
their new lucrative offer to the depositor.
3. Bargaining power of the buyers:
In the banking industry there are a lot of organizations offering similar kind of services so the
bargaining power of the buyers is high. There are numerous options for them. They can move
on to another bank if they get a little more profit. Alternatively, they can invest their idle
money in the foreign banks, stock market, mutual fund, co-operative society or in the
multilevel marketing business.
4. Threat from new competitors:
Four new banks will start their activities as Bangladesh Bank give permission earlier. Those
are Community Bank Bangladesh, Bengal Bank, People's Bank and Citizen Bank. In the industry of
growing economy like Bangladesh, starting a bank seems very easy. So, Janata Bank will
have to compete with those new banks also. For that reason, the threat from new competitors
is exceedingly increased.
5. Threat of substitute service:
The interest policy of Bangladesh bank is getting stricter so that people invest in real
business. Substitute services like stock market, mutual fund, Treasury bond, debentures,
multilevel marketing business etc. are taking this chance by luring investors with attractive
schemes. In the end, the threat of substitute product is getting high.
2.11 PESTEL analysis (External environment)
A PESTEL analysis is a framework or tool used by marketers to analyze and monitor the macro-
environmental (external marketing environment) factors that have an impact on an organization.
The result of which is used to identify threats and weaknesses which is used in a SWOT
analysis. PESTEL analysis helps an organization to understand the big picture of the political,
economic, social, legal, environmental and technological which it is operating in. this analysis is
used by business leaders worldwide to build their vision of the future.
Figure 05: PESTEL Analysis

1. Political Factors
The political factors includes government policy, political stability or instability in overseas
markets, foreign trade policy, tax policy, labor law, environmental law, trade restrictions and so
on. Banking industry is a self-driven regulatory body on Bangladesh Bank. There are some
regulations from the government but those are not much difficult to set up a bank. That’s why
government has given permission to set up new bank in Bangladesh. And the existing banks are
also increasing their branches around the whole country every year that increase the competition
among the banks.
2. Economic Factors
Economic factors have significant impact on economic condition of our country and how an
organization does business and also how profitable they are. Economic Factors include–
economic growth, interest rates, exchange rates, inflation, disposable income of consumers and
businesses, etc. Crop sector is improving. Corporate sector is also expanding. Their deposit in the
bank is showing that Bangladesh is experiencing a positive result of industrialization. Again, the
recent collapse in the stock market is showing a negative picture. But whatever the situation is, it
is very favorable for the banks. Because of this result of industrialization, deposits and clients are
increasing in the banks.
3. Socio-Cultural Factors
Bangladesh is developing day by day as is the living standard of its people. Nowadays, they
prefer high-end products. Literacy rate is increasing. People are becoming more aware about the
banking activities. So they trust more on banks to deposit and save their money, because the
investment in bank is much more secured than other organization.
4. Technological Factors
We all know how fast the technological landscape changes and how this impacts the way we
market our products. Technology for banks is improving day by day. Banks are providing Credit
cards that are issued to the clients to conduct their financial transaction in anywhere they want.
Check clearing is getting very easy. Instead of manual Outward Bill Clearing, banks are doing
electronic check clearing which makes it easy to send the check to the Bangladesh Bank
computer within a few seconds and return it to the particular clearing department of a bank.
5. Environmental Factors
Industrial sector is emerging very quickly. People are more concerned about their savings.
People are looking for more loans to build their own house holdings or buying cars. Loans are
also provided to get married. Janata Bank is providing facility to the client by opening deposit
schemes for savings with appropriate interest. So the total environment is favorable for banking
activities and growing high.
6. Legal Factors
All the banks in Bangladesh are regulated by Bank Company Act 1994. This Act is only
applicable for commercial banks not for co-operative banks. Securities and Exchange Rules
1987, the Bank Companies Act 1991 as amended in 2013 and the rules and regulations issued by
Bangladesh bank are some important legal aspects in Bangladesh for banks. Legal issues have
matchless impact on the banking sector. Here we consider the securities law, trade structures and
bank note regulation among other legal necessities. Whenever the legal frameworks in the
market are reliable and facilitate discovery of economic tools that link a local venture into the
international economy.
2.12 Internal environment analysis
Internal environment is composed of the elements within the organization, including current
employees, management, and especially corporate culture, which defines employee behavior.
Although some elements affect the organization as a whole, others affect only the manager.
Corporate Culture
On the licensing of the Janata bank Limited, management committee shall be constituted with
members from Economists, Banker and Lawyers to advise the company on the operation of its
business in order to ensure that they do not involve any element which is not approved by
committee. The function of the management committee is to offer views on matters related to the
Bank from time to time. The Committee may require any papers from the Bank and examine the
same in order to ensure that all activities of the Bank are being carried out in accordance with the
rules, regulation and cultural norms.
Marketing
Janata Bank Limited has done so many promotional works for promoting brand value. They have
used print advertisements in newspapers. They have broadcasted many televisions commercial
also to promote themselves in the banking industries.
Human Resource Management
This is the most valuable asset for the banking sector. Bank plans to hire, develop and retain the
human resource base with the right level of skills and talent to meet current and future
challenges. The employees of the bank are given the job training and sent to different training
program, seminar and workshop at home and abroad. Janata Bank Limited try to create a mutual
trust and dignity and its investment in Human resource development is key to sustainable profit.
The deserving employees are rewarded under a performance linked award system with
accelerated promotion and other incentives. Moreover a number of executives and officers were
sent to Bangladesh institute of Bank Management (BIBM) and other training agencies. At the
end of 2017 total number of employees stood at 11,876 and that is the very good effective effort
by the bank.
2.13 Financial performance analysis
Key financial information: (BDT in Million unless stated otherwise)

SI Particulars 2017 2016 2015 2014 2013
01 Authorized Capital 30,000 30,000 30,000 30,000 20,000
02 Paid-up Capital 19,140.00 19,140.00 19,140.00 19,140.00 19,140.00
03 Reserve funds & 32,223.33 30,749.66 30,407.44 20,315.70 17,976.20

surplus
04 Total 51,363.33 49,889.66 49,547.44 39,455.70 37,116.20
shareholders’
equity
05 Capital employed 392,032.44 368,100.88 354,689.00 322,712.54 310,499.23
06 Deposits 649,440.78 641,819.15 568,911.14 516,010.74 478,535.57
07 Loans and 459,580.05 403,037.42 349,861.30 319,773.25 285,747.65

advances
08 Investments 177,342.15 233,274.87 219,150.10 196,713.53 193,269.66
09 Total assets 805,988.41 778,603.91 690,667.66 628,415.27 586,082.98
10 Earning assets 610,004.45 605,444.04 548,634.47 496,785.00 461,290.06
11 Net assets 51,363.33 49,889.66 49,547.44 39,455.70 37,116.20

12 Interest income 31,145.61 31,897.90 30,655.17 33,734.43 36,189.68
13 Investment income 14,414.82 16,416.87 18,260.44 16,742.67 13,736.50
14 Total income 52,471.97 54,347.06 55,678.82 56,393.00 55,071.85
15 Total expenses 24,913.22 34,981.83 42,944.75 45,709.66 44,958.32
16 Net interest margin 4,051.94 566.60 (3,327.53) (2,249.84) 1,976.85

(NIM)
17 Net non-interest 7,097.28 6,945.19 4,212.41 3,809.49 3,586.25
expenses
18 Operating profit 11,369.48 10,038.28 10,720.50 10,720.50 12,127.10
19 Earnings before 11,981.14 10,650.94 11,180.33 11,142.02 12,513.16

interest,
depreciation and
tax
20 Profit before 11,369.48 10,038.28 10,720.50 10,683.34 12,127.10

provision & tax
21 Profit before tax 4,210.05 3,650.16 6,560.05 5,733.05 10,625.32
22 Net profit after tax 2,686.50 2,605.48 4,807.88 3,813.15 9,551.39
23 Minimum capital 44,341.90 40,408.89 36,562.52 35,420.25 33,392.33

requirement
24 Capital 254.41 2,780.93 565.81 1048.13 908.71

surplus/(deficit)
25 Return on average 0.61% 0.64% 1.31% 1.08% 2.86%

risk weighted
assets
26 Classified loans & 75,995.50 59,359.80 43,181.70 37,375.67 31,766.86

advances
27 Required provision 3,970.86 3,802.20 2,690.70 2,474.43 2,946.45

for unclassified
loans
28 Required provision 24,373.61 19,763.30 17,670.80 21,434.72 19,015.33

for classified loans
29 Import 143,582.20 126,650.00 147,181.80 144,556.80 176,671.00
30 Export 139,920.90 154,454.20 145,373.60 154,079.70 153,252.00
31 Foreign 72,022.00 90,081.80 101,348.20 106,677.10 103,982.00

Remittance
32 Dividend
Cash 10.00 10.00 10.00 10.00 10.00
Bonus - - - - -
33 No. of shares 191.40 191.40 191.40 191.40 191.40
34 No. of 100% share 100% share 100% share 100% share 100% share
Shareholders owned by owned by owned by owned by owned by
Government Government Government Government Government
35 Net Asset Value 268.36 260.66 258.87 206.14 193.92

per share
36 Earning per shares 14.04 13.61 25.12 19.92 86.31

(EPS)
37 Operating profit 12.47 11.03 11.81 11.82 13.52

per branch
38 Return on Equity 5.23% 5.22% 9.70% 9.66% 30.09%

(ROE)
39 Return on Assets 0.33% 0.33% 0.70% 0.61% 1.42%

(ROA)
40 No. of employees 12,391 13,188 14,151 14,413 15,485

(in number)
Source: Janata Bank Ltd Annual Report 2017
Table 04: Financial Highlights of Janata Bank
Graphical presentation of key financial information:
Operating Profit:
Figure 06: Operating profit of JBL

Interpretation: We can see from the above figure that the operating profit of JBL considered in
the period between 2013 and 2017 was highest in 2013, which was 12,127 million BDT.
Thereafter it decreased over time until 2016. In the year 2017 the operating profit recovered to an
amount of 11,369 million BDT.
Net profit after tax:
Figure 07: Net profit after tax of JBL
Interpretation: We can see from the above figure that the net profit after tax of JBL considered
in the period between 2013 and 2017 was highest in 2013, which was 9,551 million BDT.
Thereafter it decreased over time. In the year 2017 the net profit after tax was 2,687 million
BDT.
Earnings per share:
Figure 08: Earnings per share of JBL
Interpretation: Earning per share also decreased since 2013. In 2013 it was 86,31 million BDT.
Thereafter it started to decrease and became lowest in 2016 (13,61 million BDT). In 2017
earnings per share showed a recovery sign and became 14,04 million BDT.
Net interest income/Net interest

margin:
Figure 09: Net interest income/Net interest margin of JBL
Interpretation: Net interest income/Net interest margin considered in the period between 2013
and 2017 shows that the amount was 1,977 million BDT in 2013. Then it became negative and in
2015 it fell to minus 3,328 million BDT. In 2017 the figure showed upward potential and became
4,052 million BDT.
Total assets:
Figure 10: Total assets of JBL
Interpretation: It is obvious from the above figure that the total assets of JBL have been increasing since
2013. In the year 2013 the total assets were 586,083 million BDT. Thereafter it increased steadily and
picked 805,988 million BDT in 2017.
Net assets:
Figure 11: Net Assets of JBL
Interpretation: The above figure denoted that the net assets of JBL also increased significantly since
2013. In 2013 it was 37,116 million BDT and in 2014 it was almost similar. Suddenly in 2015 the net
assets became 49,547 million BDT. Last year the amount increased a little bit (51,363 million BDT).
Regulatory capital:
Figure 12: Regulatory capital of JBL
Interpretation: We can see from the above figure that the regulatory capital of JBL has been
increasing steadily since 2013. In that year the amount was 34,301 million BDT and it increased
to 44,596 million BDT in 2017. It is a sign of strength of the bank.
2.14 Ratio analysis
Operating Profit Ratio: Operating profit ratio is profitability or performance ratio used to
calculate the percentage of profit a company produces from its operations, prior to subtracting
taxes and interest charges.
Operating Profit
Operating profit ratio = ∗ 100
Total Revenue
Years 2013 2014 2015 2016 2017
Operating 12,127.10 10,683.34 10,720.50 10,038.28 11,369.48

Profit
Total Revenue 55,071.85 56,393.00 55,678.82 54,347.06 52,471.97
Operating 44.43 27.90 24.09 20.19 22.46

Profit Ratio (%)
Table 05: Operating profit ratio (Amount in million)
Operating Profit Ratio (%)

44.43
45
40
35
27.9
30 24.09 22.46
25 20.19
20
15
10
5
0
2013 2014 2015 2016 2017
Figure 13: Operating profit ratio of Janata Bank
Interpretation: The higher the current ratio is, smoother company is considered being operated
and for Janata Bank Limited operating profit ratio was good in 2013 (44.43%) and declined
abruptly in the next year. In 2017 the ratio was relatively stable at 22.46%.
Net profit margin: Net profit margin measures the percentages of each sales money remaining
after all expenses, including taxes deducted.
Net peofit after tax
Net profit margin = ∗ 100
Operating income
Years 2013 2014 2015 2016 2017
Net profit 9551.39 3813.15 4807.88 2650.16 2,686.50

after tax
Operating 12127.10 106483.34 10720.50 10038.28 11369.48
Income
Net profit 78.76% 35.69% 44.85% 26.36% 23.63%
margin
Table 06: Net profit margin (Amount of million)
Net Profit Margin (%)

78.76
80
70
60
50 44.85
35.69
40
26.36
30 23.63
20
10
0
2013 2014 2015 2016 2017
Figure 14: Net profit margin
Interpretation: Net profit margin in 2013 was 78.76% which was good but since then the figure
has been decreasing and in 2017 it lowered to 23.63%.
Return on Assets (ROA): The return on assets measures the overall effectiveness of managing
profits which is available assets. Below is the formula:
Net Profit After tax

Return on assets (ROA) = ∗ 100
Total assets
Years 2013 2014 2015 2016 2017
Net profit 9551.39 3813.15 4807.88 2650.48 2,686.50

after tax
Total assets 586082.98 628415.27 683157.58 778603.91 805988.41
ROA 1.42% 0.61% 0.70% 0.34% 0.33%
Table 07: Return on assets (Amount in million)
Return on assets (%)
1.6 1.42
1.4
1.2
1
0.7
0.8 0.61
0.6
0.34 0.33
0.4
0.2
0
2013 2014 2015 2016 2017
Figure 15: Return on assets (ROA)
Interpretation: Return on asset as indicators of marginal efficiency has been decreasing since
2013. In that year return on asset was 1.41% and in 2014 it decreased to 0.61%. In 2017 return
on asset was 0.33% which is a sign of weakness.
Return on Equity (ROE): The return on equity measures the return earned on the owners (both
preferred and common stockholders), investment (internally) in the firm. Generally higher return
indicates the better condition of the owners.
Net Profit After Tax

Retuen on equity = ∗ 100
Total equity
Years 2013 2014 2015 2016 2017
Net profit 9551.39 3813.15 4807.88 2650.48 2,686.50

after tax
Total equity 37116.20 39455.70 42037.35 49889.66 51363.33
ROE 30.09% 9.66% 11.44% 5.31% 5.23%
Table 08: Return on equity
Return on equity (%)
35 30.09
30
25
20
15 11.44
9.66
10 5.31 5.23
5
0
2013 2014 2015 2016 2017
Figure 16: Return on equity
Interpretation: Higher ROE indicates the favorable position that the company is effective in
generating income or new investment. The return on equity was highest in the year 2013 which
was 30.09%. Thereafter it has been decreasing and in 2017 the figure was only 5.23%.
Debt Equity Ratio: The debt equity ration shows the proportion to equity and debt a company is
using to finance its assets and the extent to which shareholder’s equity can fulfill obligations to
creditors in the event of a business decline.
Total Liabilities
Debt Equity Ratio =
Total Equity
Years 2013 2014 2015 2016 2017
Total 487335.7 476624.85 440551.43 591691.36 597869.16

liabilities
Total Equity 37116.20 39455.70 42037.35 49889.66 51363.33
Debt equity 13.13 12.08 10.48 11.86 11.64

ratio (times)
Table 09: Debt Equity Ratio
Debt equity ratio (times)
13.13
14 12.08 11.86 11.64
12 10.48
10
8
6
4
2
0
2013 2014 2015 2016 2017
Figure 17: Debt Equity Ratio
Interpretation: A low debt equity ration indicates a lower amount of financing by debt via
lenders versus funding through equity via shareholders. It is seen from the above figure that the
ratio was lowest in 2015 which is 10.48. In 2017 the debt equity ratio was 11.64.
Debt to total Asset Ratio: The total debt to total assets ratio measures the percentages of total
assets that were financed by creditors, liabilities, and debt, rather than equity. The higher the
ratio, the higher the degree of leverage and financial risk.
Total Liabilities
Debt to total asset ratio =
Total Asset
Years 2013 2014 2015 2016 2017
Total 487335.70 476624.85 440551.43 591691.36 597869.16

liabilities
Total Asset 586082.98 628415.27 683157.58 778603.91 805988.41
Debt to total 0.83 0.76 0.64 0.76 0.74

ratio
Table 10: Debt to total asset ratio
Debt to total asset ratio
0.83
0.9 0.76 0.76 0.74
0.8
0.64
0.7
0.6
0.5
0.4
0.3
0.2
0.1
0
2013 2014 2015 2016 2017
Figure 18: Debt to total asset ratio
Interpretation: Janata bank was in least financial risk in the year 2015 when the debt to total
asset ratio was 0.64. In 2017 the ration became 0.74.
CHAPTER THREE
TOPIC PART
3.0 Overview of billing section of Janata bank
Janata bank is a very old institution that is contributing toward the development of our country’s
economy and is treated as an important service in Bangladesh. Janata bank provides necessary
funds for executing various programs in the process of economic development. On the other
hand, Janata Bank offers special services to a large number of customers throughout the country.
Like some public banks of the country, Janata bank has opened its door for the people to pay
various utility bills. Janata Bank at REB corporate branch provides several types of services but
billing section provides customers help in paying electricity, gas, telephone and City Corporation
vat voucher bills. This billing service is underway to provide personalized services to the
customers. Most of the branches of Janata Bank collect bills from customer though agent against
fixed services charges.
3.1 Types of bills collected by Janata bank
 Gas bills of Titas, Bakhrabad and Jalalabad Gas transmission and Distribution
Companies.
 Electricity bills of Dhaka Electricity Supply Authority, Dhaka Electricity Company,
Bangladesh Power Development Board and Rural Electrification Board.
 Telephone bills of Telegraph and Telephone Board.
 Municipal holding tax of City Corporation/ Municipalities.
3.2 Billing activities of Janata bank
In addition to regular banking activities, Janata Bank Limited (REB corporate branch) offers
some special services to their customers. Many of those are free of charge and include-
Electricity bill:
People have to pay electricity bill timely to avoid disconnection of their electricity lines. Times
of manual bill payment are over and now people have prepaid cards and smart cards for paying
electricity bills. Most electricity meters in Nikunja area are prepaid system and the electricity
line gets disconnected automatically when the meter runs out of credit. When the meter has low
credit, it turns on an indicator light so the customer can recharge before getting disconnected.
However, there are a lot of households where traditional meters are still installed. Those
households have to pay bill in a postpaid system. They get a copy of bill according to the amount
of electricity used in the previous month. There are several options for a customer to pay that bill
such as going to a bank, bill pay points, Gpay wallet, etc. Janata bank takes such electricity bill
from customer. Employee checks the total bill amount and approves the bills. So, customer can
easily pay their bill in due date. Firstly, employee has to checks their due date of bill and then
collects the bill upon these. When everything is done then the employee put the “received” seal
on both office copy and customer copy. Then they return the customer copy of the bill to the
customer. At the end of daily office time, the employee collects all of the office copies of the
customer bills. After verifying all the bills, the employee enters the data in the registry, makes
several copies of the statement, sends a copy to the DESCO, and keeps a copy in the office for
future use. After office hour they calculate all the cash and send to the cash department of Janata
bank. In a statement, first column is a serial number; next column is for the bill number, another
column for meter number, and next ones are for amount of bill and vat. The sum is calculated at
the bottom of the page. If the total amount is matched with the register and hard cash, then the
entry is accepted. If there is any discordance the employee has to recheck everything to find the
cause. Cash department officer sometimes has to intervene in the investigation process to solve
the problem.
An example of billing structure is given below-
Bill Account Total Dues Govt. VAT Total Bill Total

number (Rounded) amount(after due
(On date)
Current
Dues)
Electricity 35627284 BDT 914 BDT 46 BDT 960 BDT 1008
Table 11: An example of electricity billing structure
Gas bill:
People can pay gas bills through Janata bank. Many customers pay advance bill for six months or
one year to avoid hassle. Bank employee at the respective desk checks the bill date, number of
months the customer wish to pay, and the total amount of money and then he approves the bill.
Office copies of those bills are kept in the bank and customer copies given back to the customers.
Then computer entry is done for each copy of bill particularly bill number, account number and
total amount. Again, the respective officer records the bills in the register and verifies the total
cash collected. After finishing all tasks they send all of the bills to main Gas Office center and
the photo copies of those statements are kept in the office. At the end of the day they check all
collections and calculate the amount of cash and also check the statement amount and register
entry and then send to the cash department of Janata bank.
The government has increased gas bill several times in the recent years particularly in 2017. In
March 2017 the charge for single burner stove was increased to Tk 750 from Tk 600 and for a
double burner stove to Tk 800 from Tk 650. There was a plan to increase the charge further but it
was not implemented due to a High Court order.
Telephone bill:
The use of land phone has decreased dramatically due to the widespread use and availability of
cellular phones. Nowadays use of land phones is mostly limited to offices rather than residential
homes. So, Janata bank has much less load for telephone bills. Banks employee checks the bill,
total amount of money and then approves the bill. Sometimes customers pay their bills on cheque
and in that case banks employee checks if total bill amount and cheque bill amount are same or
not and also checks the issue date and due date of the cheque and then approves the bills. Office
copies of those bills are kept in the bank and customer copies are given back to the customer.
Then computer entry is done for each copy of bill particularly bill number, phone number and
total amount. Again, the respective officer records the bills in the register and verifies the total
cash collected. After the end of day they cross check the total amount of cash with statement
amount and then send to the cash department of janata bank.
Here is an example of billing structure:
Account Current Due Total Due Vat 15% Net payable

Number amount
74651795R BDT 365 BDT 365 BDT 56 BDT 420
Table 12: Telephone bill structure
City corporation tax:
Janata bank also receives another type of bill known as city corporation holding tax. Customers
have to pay only once in a year. Banks employee checks their tax bill voucher, total amount and
then approves the bill and receives the money. The officer provides “paid” seal and revenue
stamp on the bill. Whole bills are entered on the register and again statement is made for those
transactions and sent to city corporation office. Photocopies of those statements are kept in the
branch office. City corporation office imposes tax on house and land.
3.3 Attempts of Janata bank (REB Corporate Branch) at making bill payment
process easier for people
During my internship I have noticed a constant attempt of Janata bank at making bill payment
process easier for people. In the past people had to visit different offices to pay different types of
utility bills like DESCO for electricity bill, Titas gas office for gas bill, telephone office for
telephone bill, city corporation office for city corporation tax, and so on. Janata bank has brought
all modalities of bill payment together and made people’s life hassle free. Now people need not
to move from one office to another through deadly traffic jam and hot, humid weather. Rather,
they can go to a Janata Bank branch where bills are received and conveniently pay all the utility
bills. Bank employees always try to provide a service of highest standard despite their extreme
busy work hours. There is a desk dedicated for bill reception so people need not to move here
and there asking where to pay bills. This way, people can save their precious time and money.
3.4 Factors influencing customer satisfaction
Customer satisfaction cannot be achieved through some short term strategies; rather it is linked
to careful planning and long term strategies for any organization. It has been increasingly
popular due to its helpful attribute towards the judgment of the customer preferences and
choices. Financial organizations always try to grab their most potential customers to increase
their market share. When the products and services provided by the company meet the
expectations of the customer then the customer can be satisfied and will repurchase the products
and he will be considered as a loyal customer to that company. In the banking sector of
Bangladesh customer satisfaction is also very important as because the competition in this sector
has been increasing.
As an intern of Janata Bank Limited supposed to enlist solutions of customer’s problem at the
billing section of REB corporate branch I observed the customer’s expectations and requirement.
From these I got some clues to the customer’s problems and how to solve those problems.
Customer’s satisfaction is vitally important for an organization to take proper and effective
decision. Reputation of an organization is reflected by the number of happy customers. Janata
Bank, REB corporate branch needs to improve customer satisfaction. To do such, they have to
give emphasis on several factors.
Helping
attitude
Service
Friendly
quality
Customer
Billing clarity Skillful
satisfaction
Cempetitive Quick
pricing service
Accuracy of
work
Figure 19: Customer satisfaction factors
3.5 Problems in billing section of Janata Bank (REB Corporate Branch)
Despite constant attempt of bank employees to provide a hassle-free service to customers

attending at billing section, there are some unintentional problems in REB corporate branch of
Janata bank limited such as-
Inadequate space:
Janata bank, REB corporate branch is located at the ground floor of REB bhaban. Working space
of the bank is about 1400 square feet. This is quite small for a public bank with great reputation.
So, at the peak banking hours the bank looks crowded and sometimes the queue of the customers
extends beyond the entrance of the bank. The problem becomes worse in the summer when
people often become irritated due to hot and humid atmosphere.
Manual method of payment:
Most of the bill payment tasks are done manually at Janata bank. Respective employee has to
check every bill, receive the money, and write it down in the register. All these are time
consuming leading to long queue of the customers at bill payment desk. Again, all the
calculations are done manually which is error-prone. In case any mistake happens, the officer has
to start the calculation from the beginning which is a waste of time and effort. If money counting
machine and arithmetic software could be used, the entire system became faster and more
customers could be served in a given time.
Lack of supporting machinery:
Another major problem in this branch is inadequate machinery. Not every employee gets a
computer. Also, there is only one money-counting machine and one money checking machine.
Everyday a lot of people pay their bills in the bank. Most of the time bank employees have to
count and check money with hand and use calculator to figure out total amount. This process is
very time intensive and boring for the customers.
Lack of experience:
At Janata bank, REB corporate branch, there are only two employees working at billing section.
One of them is principle officer who is experienced but he looks after the documentation tasks
only. Another one is junior officer who receives the bills, counts money, and do calculations. He
cannot handle complicated cases efficiently due to lack of experience and proper training. He
also cannot operate the computer fast and effectively. The ultimate result is a slowness of the
billing tasks.
Noisy environment:
Sometimes there are too many customers at the billing section particularly around 11:00 am.
They gossip with one another in a small space and sometimes throw quarrel for a place to stand.
This hampers the concentration of the employees that may lead to error in calculation. This often
leads to unnecessary wastage of time.
Does not obey rules:
There are rules and regulations of bill payment system. Sometimes, employees do not follow
those rules. They take bills in a ‘so-so’ way. It is often noticed that they pile up 10-20 bills and
keep the customers waiting. But the rule allows up to 5 bills at a time. While the customer waits,
bank employee gossips with a colleague that makes the customer angry. If any customer tries to
protest or insist, the employee becomes angry and shouts out loud that makes the environment
creepy.
Inadequate use of online payment system:
Janata bank at REB corporate Branch billing section does not have any online payment system.
Now is the time of modern technology. Digitalization of Bangladesh is going on at a fast pace.
At present banking sector in Bangladesh is also using new technology in their working activities
for improving service quality. Most of the banks of Bangladesh took this advantage of billing
system but this branch of Janata bank is lagging behind. So, if this bank can take full advantage
of online system, customers will be highly benefitted.
Management issue:
Great output from an organization depends on a great management. Poor correlation and chain of
command leads to chaos. Like most other public limited companies, this branch is Janata bank
also has a poor management system. Most employees work on their own will and do not obey
superiors’ instruction. The principal officer joined here recently through a promotion, so he
cannot manage the team efficiently.
Rough behavior:
Sometimes employees of billing section misbehave with customers. If any customer doesn’t
understand anything and if the customer asks for help, they behave roughly with customer. It is
partially due to lack of accountability in government sector.
Inadequate manpower:
Only two persons work at billing section of Janata bank, REB corporate branch. This number is
adequate at idle hours like 10:00-11:00 am but when a lot of customers come at around 11:00am,
it becomes difficult for the employees to handle those bills. In addition, the employees are not
often sincere in work that leads to longer time for bill processing.
3.6 Effects of these problems on billing section activities
The problems described above certainly pose some negative effects on the reputation of the
bank. The most important of those includes customer satisfaction. Other effects can be described
as below-
Increased work load:
In Janata bank, REB corporate branch, many works are done multiple times without any reason,
such as making same entry in register, computer, etc. This way, there is unnecessary increase in
work load. If everything was computer based, a great deal of time and effort could be saved.
Difficulty in modernization:
Being merely a branch of a large commercial bank, working system has to rely on central policy.
The branch cannot change things alone. And changing the system of such a large bank is not so
easy. This branch still use old technique for bill payment system and employees are not fully
accustomed to computer software. They have to rely on manual methods leading to inefficient
work.
Error-prone calculation:
An employee has to calculate several times for a single bill. Making statement is particularly
difficult. In addition, statement amount has to match with the register amount and the physical
cash. If there is any discordance the employee has to check back everything related to the bill.
Sometimes, they need to sit with all the bill copies collected in that day and make calculation
again and again. This reduces the confidence and stamina of an employee.
Poor working environment:
As the space is very small, the employees cannot work comfortably. The customers also get
irritated when a lot of them come at the same time. There is no separate desk for an extra
employee or an intern like me. An individual coming for the first time will have a bad impression
about this branch.
Customer dissatisfaction regarding service quality:
Nowadays people are very busy with their work and they expect a super fast service from this
kind of financial organization. As most of the tasks are done by hand, it takes longer than usual
for a given task. So frequently customers return with dissatisfaction. Manual processes are error-
prone which irritates the customers. These things make the valued customers dissatisfied and
make a bad impression about the billing section which in turn creates a bad perception about the
bank in the customers’ mind.
Mistakes in bill processing:
Mistakes can happen at any step in bill processing like writing bill number, account number, bill
amount, date, and so on. One such mistake can lead to a chain of mistakes that takes a lot of time
to solve. There is hassle for both the customer and the employee. This kind of mistake is not
desirable because it leads to unnecessary wastage of valuable time.
CHAPTER FOUR
ACTUAL TASK PART
4.0 Internship at Janata Bank
I have been assigned as an intern at Janata Bank Ltd., REB Corporate Branch, Nikunja-2,
Dhaka, for 3 months to fulfill my academic requirement of Bachelors of Business Administration
Program. The duration of my Internship program was from 4th October 2018 to 3rd December,
2018.
In the first four weeks of my internship I worked in the billing section. In that section I learnt
how to receive electricity bill, gas bill, telephone bill, etc, how to put them on the register, how
to make statement for all bills, and how to carry out calculation. Next two weeks was about
working in accounts section. There I learnt how to check different types of voucher like debit,
credit voucher and how to check balance on GL supplementary. I also got familiar with different
types of letters issued in this section and passing those to DGM for final checking. Then I
worked in the foreign exchange department where I learnt export/import activities, how to help
customers willing to make foreign exchange. I also got an idea how people send their foreign
remittance. Janata bank has launched its 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 secured manner to its customers. The system provides
faster and secured remittance service by using Virtual Private Network (VPN). Through this
system, all kinds of vouchers and advices are auto-generated without any kind of human
intervention. Account holder can deposit and withdraw money from any branch of Janata Bank
Limited. Lastly I worked in the pension department where I learnt how to co-operate with the
customers and help them to fill up the forms and coupon and stamp the coupon. Although my
primary focus was on billing activities, I got the opportunity to get familiar with almost every
section of the bank.
4.1 Summary of activities during internship
Billing department:
 Making statement of total bill
 Entry of total bills in the register book.
 Calculating the total amount at the end of all entries.
 Giving Stamp in the statement on that day.
 Only gas bill entries made on computer and statement is printed out.
Accounts section:
 Entry of the different kinds of bank related letters on register book.
 Giving stamp on those letters every day.
 Finding out the supplementary voucher value.
 Finding the debit credit value.
 And going to DGM’s room for submitting papers and signing those papers.
Pension department:
 Finding out the papers of the beneficiary.
 Writing on the coupon.
 Providing stamp.
Foreign exchange section:
 Register entry
 Checking ‘JB Remittance Payment System’ for any new incoming remittance.
 Putting stamps on letters and other papers
 Checking the voucher amount in GL supplementary.
4.2 Learning status
During my internship at Janata bank, REB corporate branch, I was exposed to a corporate
environment and corporate culture. It was very new to me and I actively tried to get accustomed
to the new atmosphere. I got in touch with officers of different ranks and knew about duties and
responsibilities, and maintain a corporate relationship with the clients.
Primary learning:
As an intern at Janata Bank (REB corporate branch) there are a number of specific
activities in which I was involved. The activities are as below-
 Writing different kinds of register.

 Filling different types of forms and enter those in register.
 Writing expenditure voucher.
 Checking and printing vouchers and GL supplementary
 Receiving different types of utility bills and making statement of electricity,
telephone and gas bills.
 Checking online GL supplementary and enter in register.
 Time management
 Behavior with the clients particularly in challenging situation.
Secondary learning:
Among the secondary learning most notable are the following-

 Develop and improve business skills in communication, technology, quantitative
reasoning, and teamwork.
 Observe and participate in business operations and decision-making.
 Expand network of professional relationships and contacts.
 Develop a solid work ethic and professional demeanor, as well as a commitment to
ethical conduct and social responsibility.
CHAPTER FIVE
RESEARCH PART
5.0 Problem statement
Although I have worked in various department of Janata bank during my internship period, my
main focus was the billing section. I tried to know every in and out of that section. As a result, I
noticed some real problems faced by the customers. They have to pay their bills every month,
and sometimes they are really disappointed with the existing service. Therefore, I tried to talk to
them and find out why they are facing such problems, what the nature and extents of the
problems are. With my little experience and knowledge, I proposed some measures to solve
those problems so that most of the customers remain satisfied. I think those measures will make
the billing section smoother and more dynamic. I considered all these things for my research.
5.1 Background of the problem
Most studies on banking institutions are done on traditional banking activities like general
banking, loan procedures, credit management system etc. However, bill payment system is not
mainstream banking activity, rather it is one of the sidelined sectors. As a state owned
organization, Janata bank extends this useful service to common folks. Being a less profitable for
a bank, billing section is neglected from the very first. Moreover very few studies have been
conducted on this particular department. As a result, there has been minimum attempt to address
the problems of this department. This fact inspired me to conduct a study on this section and find
out the key problems so that the authority can give more importance and try to make the
department attractive to the customers.
5.2 Project time allocation
Here is a visual presentation of the time I spent for different parts of the project:
Timeline
16th Sep to 27th Sept 9th Oct to 24th Oct to 12th Nov to
Task Date
26th Sep to 8th Oct 23th Oct 11th Nov 5th Dec
Topic Selection
Organization part
Topic part
Data collection
Data analysis part
Actual task part
Report preparation
Table 13: Project Timeline
5.3 Budget information
There were several types of expenditures while preparing this report. Here is the budget
breakdown:
Serial Particular Amount(BDT)

Number
1. Transportation 2600
2. Internet Bill 800
3. Mobile Bill 200
4. Printing and Binding of Report 650
5. Others 500
Total: 4750
Table 14: Budget information
5.4 Research methodology
The study required specific procedure to identify, select, process, and analyze information about
the given topic. To perform the study data sources are to be identified and collected, they are to
be classified, analyzed, interpreted and presented in a systematic manner and decisions are to be
made.
Research approaches can be classified into Qualitative and Quantitative ones. According to the
nature of my research topic, I conducted quantitative research. Quantitative Research is
basically exploratory type of research. It is mostly used to get a perception of underlying reasons,
opinions, and motivations through systematic empirical investigation of
observable phenomena via statistical, mathematical, or computational techniques. It can help to
find a solution or recommendation. Statistical data is usually in the form of tabulations. Findings
are conclusive and descriptive in nature.
5.5 Research philosophy
A research philosophy is a belief about the way in which data about a phenomenon should be
gathered, analyzed and used. As my research is quantitative one, statistical information had to be
collected through conversation with bank employees and customers. While preparing this report,
I took the opportunity to acquire in-depth knowledge of different banking activities including
billing section activities. It was a pleasure to acquire direct perspective of different billing
activities while conducting this study. The objectives of the study can be achieved through the
scope of the work. My objectives of the study have been specified already. Scope with regard to
my effort on this study is quite extensive and includes but not limited to the followings:
Identifying major problems and finding potential solutions to the existing problems of
billing activities should be seriously studied.
Necessary information for the report can be collected conveniently.
Bank employees would provide help and guidance in preparing the report.
5.6 Data sources
To conduct the study I needed to identify and collect necessary data. A large part of the relevant
information was collected from secondary sources and interviewing customers and bank
employees.
Primary data:
Primary data was gathered by face-to-face interview with my supervisor, bank officers, and
customers.
Secondary data:
Secondary data helped me organize my report properly. Some of the secondary sources of
information include-
o Various forms, reports, papers obtained from my supervisor.

o Related online articles.
o Newspaper and magazines covering this issue.
o Billing section guidelines of Janata bank.
o Janata bank website particularly its annual reports.
5.7 Limitations of the research
All of the employees of Janata bank tried to provide me with necessary information despite their
extremely busy schedule. However, sometimes I had to wait quite a while for getting information
due to their engagement with customers. I faced some other problems during my study that may
be enlisted as the limitations of the study as follows:
Getting acquainted with all the banking activities was not possible during this short
period of time because I was occupied at the billing section of the bank most of the time.
There were some problems in getting information for the study due to either the busyness
of the employees or security/corporate obligations.
Another important limitation of this study was time and cost restriction. To conduct the
study in-depth a great deal of time is required. But I got only three months to prepare and
present the report which is clearly not sufficient.
There was no scope of verifying the data in most of the instances. I had to go with the
information blindly and put into my report.
The customers I interviewed seemed to be busy and sometimes unwilling to cooperate as
they are not familiar with this kind of study. I doubt all the responses from them are
authentic.
I am also new to this kind of study. So inexperience might be a limiting factor of this study.
5.8 Study population and sampling method
Study population:
Customers attending at billing section of Janata bank, REB corporate branch were the study
population. They were supposed to answer some simple questions for the study purpose. As the
study population was too large, not everybody could be interviewed. So, I decided to interview
40 customers randomly that included both males and females.
Sampling size:
After picking the sample frame, the branch manager of the bank was requested to give
permission to interview the customers. Simple random sampling method was applied in a
systematic way to choose the sample. As 40 customers were interviewed my sampling size
becomes-
 40 customers of Janata bank, REB corporate branch.

n=40
Research instrument:
 Questionnaires with Structured question

 Likert scale questions
 MS office suite
Contact method:
Questionnaire survey
5.9 Data analysis technique
After finishing the step of data collection, I analyzed all the data systematically. I have analyzed
the data myself. Graph, chart, and table have been used to present the analyzed data. I took help
of MS office suite to analyze data and used basic statistical techniques to conduct the study. As
my sample size exceeds 30, I have used Z-test for the study.
The following principles have been utilized:
Setting up hypothesis-
Null Hypothesis, Ho
Alternative Hypothesis, HA
Level of Significance, α=5%
̅)
Formula of average (𝑿
∑
̅ )= 𝒇𝒊𝒙𝒊
(𝑿
𝒏
Formula of Standard deviation (σ)
Formula of Z-test
Where,
μ = mean value
n = sample size
σ = Standard deviation
𝑋= Average
After completing the analysis, I had prepared findings, limitations, recommendations, and
conclusion.
Critical value:
Figure 20: Critical Value
5.10 Hypothesis range
Opinion given Range/value

Strongly Disagree 1
Disagree 2
Neither Agree nor Disagree 3
Agree 4
Strongly Agree 5
Table 15: Hypothesis range
5.11 Hypothesis development
1. HA: The overall atmosphere of billing section of Janata Bank, REB corporate branch is
customer-friendly.
2. HA: Employees at billing section of JBL, REB corporate branch can handle complaints
effectively.
3. HA: JBL, REB corporate branch is using internet/online technologies for bill payment
system effectively.
4. HA: JBL, REB corporate branch has enough manpower to deal with customers at billing
section.
5. HA: Customers of JBL, REB corporate branch are sincere enough to pay bills with
discipline.
5.12 Hypothesis testing
Likert Scale H1 H2 H3 H4 H5
1= Strongly Disagree 13 8 5 6 6
2= Disagree 10 11 8 9 10
3= Neither agree nor 6 12 11 5 16

disagree
4= Agree 5 7 9 12 6
5= Strongly Agree 6 2 7 8 2
Total 101 104 125 127 108
Average (𝑿) 2.53 2.6 3.13 3.18 2.7
Standard Deviation (σ) 1.43 1.14 1.27 1.38 1.05
Z-test value 0.11 0.56 3.12 3.10 1.20
Table 16: Hypothesis testing
5.13 Graphical presentation
01. Null hypothesis (Ho): The overall atmosphere of billing section of Janata Bank, REB
corporate branch is not customer-friendly.
Alternative hypothesis (HA): The overall atmosphere of billing section of Janata Bank,
REB corporate branch is customer-friendly.
Ho: μ = 2.5
HA: μ ≠ 2.5
n=40
As the sample size, n>30, I can use Z-test.
Here,
𝑋= 2.53
σ = 1.43
Zcal = (𝑋–μ)/ (σ/√n) = 0.11
At 5% level of significance, critical value or Z tab = 1.645
Since Z tab> Z cal, the null hypothesis fails to reject. Therefore, at 5% level of significance it can
be said that the overall atmosphere of billing section of Janata Bank, REB corporate branch is
not customer-friendly.
H1
15%
33% Strongly agree
12% Agree
Neither agree nor disagree
Disagree
Strongly disagree
15%
25%
Figure 21: Hypothesis-1
02. Null hypothesis (Ho): Employees at billing section of JBL, REB corporate branch cannot
handle complaints effectively
Alternative hypothesis (HA): Employees at billing section of JBL, REB corporate
branch can handle complaints effectively
Ho: μ = 2.5
HA: μ ≠ 2.5
n=40
Here,
𝑋= 2.6
σ = 1.14
Zcal = (𝑋–μ)/ (σ/√n) = 0.56
be said that, the employees at billing section of JBL, REB corporate branch cannot handle
complaints effectively.
H2
5%
20%
17%
Strongly agree
Agree
Disagree
28% Strongly disagree
30%
03. Null hypothesis (Ho): JBL, REB corporate branch is not using internet/online
technologies for bill payment system effectively.
Alternative hypothesis (HA): JBL, REB corporate branch is using internet/online
technologies for bill payment system effectively.
Ho: μ = 2.5
HA: μ ≠ 2.5
n=40
Here,
𝑋= 3.13
σ = 1.27
Zcal = (𝑋–μ)/ (σ/√n) = 3.12
Since Z cal > Z tab, the null hypothesis is rejected. So, at 5% level of significance it can be said
that, JBL, REB corporate branch is using internet/online technologies for bill payment system
effectively.
H3
13%
17%
Strongly agree
Agree
20%
22% Disagree
Strongly disagree
28%
04. Null hypothesis (Ho): JBL, REB corporate branch does not have enough manpower to
deal with customers at billing section.
Alternative hypothesis (HA): JBL, REB corporate branch has enough manpower to deal
with customers at billing section.
Ho: μ = 2.5
HA: μ ≠ 2.5
n=40
Here,
𝑋= 3.18
σ = 1.38
Zcal = (𝑋–μ)/ (σ/√n) = 3.1
Since Z cal > Z tab, the null hypothesis is rejected. So, at 5% level of significance it can be said
that, JBL, REB corporate branch has enough manpower to deal with customers at billing section.
H4
15%
20%
Strongly agree
Agree
23%
Disagree
Strongly disagree
30%
12%
05. Null hypothesis (Ho): Customers of JBL, REB corporate branch are not sincere enough
to pay bills with discipline.
Alternative hypothesis (HA): Customers of JBL, REB corporate branch are sincere
enough to pay bills with discipline.
Ho: μ = 2.5
HA: μ ≠ 2.5
n=40
Here,
𝑋= 2.7
σ = 1.05
Zcal = (𝑋–μ)/ (σ/√n) = 1.2
be said that, the customers of JBL, REB corporate branch are not sincere enough to pay bills
with discipline.
H5
5%
15%
15%
Strongly agree
Agree
25%
Disagree
Strongly disagree
40%
5.14 Findings
1. The first question of the survey was about overall atmosphere of the Janata Bank, REB
corporate branch. About 58% of the customers said that the atmosphere is not customer-
friendly. Most of them want the atmosphere to be improved. 27% respondents were
happy with the billing section atmosphere. However, the remainder was possibly
confused and could not make a definite opinion. So according to the majority, it can be
said that the overall atmosphere of billing section of Janata Bank, REB corporate branch
is not customer-friendly.
2. The result of the second survey question demonstrates that 48% of the customers coming
at the billing section of the Janata Bank, REB corporate branch think that the employees
cannot handle customer complains effectively. 30% of the customers remained neutral
regarding an opinion. And only 22% of them are satisfied with complain management
system. So most of the customers feel that the employees should increase efficiency at
handling complains.
3. Third question of the survey was about use of online technologies for bill payment
system. 39% of the respondents think that Janata Bank, REB corporate branch is using
internet/online technologies for bill payment system effectively. 28% of the customers
were not sure about the answer and remained neutral. 33% of them did not agree with the
hypothesis and said that the employees either do not effectively use online system or take
too much time for bill processing.
4. According to the response of the fourth survey question, I found that 50% of the
customers believe that the branch has enough manpower to deal with all customers. 12%
respondents were not sure about the manpower capacity and remained neutral. 38%
respondents think that the bank needs more manpower to provide satisfactory service.
5. Only 20% of the customers think that they are sincere enough to pay bills with discipline.
As it is somewhat sensitive question, 40% respondents were hesitating and remained
neutral. The remainders (40%) put the blame on themselves and think that they are not
sincere enough to pay bills with discipline. They make noise and clutter that interrupts
the employees during their work.
5.15 Recommendations
1. Since most (58%) of the customers think that the overall atmosphere of the billing
section at JBL, REB corporate branch is not customer-friendly, the bank should take
some initiatives to satisfy them. The main reason behind this is the rude behavior of
the employees and lack of willingness to provide helpful information. Sometimes
customers feel confused about their bills and ask for help. Bank employees should
change their attitude towards the customers and become friendlier. They can make
banners containing useful information and hang those on the walls. Billing section
employees should be periodically trained with updated information so that they can
provide satisfactory service. A dedicated help desk can be established for customers
coming to pay bills. In addition, the interior can be renovated to make it attractive and
corporate-looking.
2. A significant percentage (48%) of customers thinks that the bank employees cannot
handle complains effectively. This is due to lack of proper training of the employees
and their unfamiliarity with the system. Most of them are juniors and new to the
banking environment. On the other hand, seniors are inefficient with computer and
online system. Therefore, intensive training should be arranged for the employees and
every aspect of complicated things should be taught. Junior officers can refer the
complaints to the senior ones for a proper solution. Good communication should be
maintained with respective offices like DESCO, Titas gas, etc so that immediate
response can be found in case of emergency.
3. Although 39% of the respondents said that Janata Bank, REB corporate branch is
using internet/online technologies for bill payment system effectively, a significant
portion (33%) was not positive about this hypothesis. More equipment should be
installed in the billing section so that all of the employees can use the technology.
Moreover, the broadband speed is not so good. A fast connection is necessary for
uninterrupted service. Sometimes there are server problems as well. Senior officers
should push the respective authorities to upgrade the system. Also, employees should
spend more time at computer to improve typing speed. They also should be given
proper training on online payment system.
4. Existing manpower is sufficient to serve the customers at early banking hours and after
1 pm. But they have to struggle at peak hours such as 11am-12pm. One or two more
employees can be added to the billing section to provide a smooth service. This way,
the work load will be reduced for each employee and there will be fewer mistakes in
bill processing. Both the customers and bank officers will be happy.
5. Everyone wants to pay his bill early because of personal affairs or busy schedules.
This makes a clutter at the billing section when a lot of customers are present at a time.
They are less respectful to the rules and regulations due to lack of awareness. So, bank
employees should counsel them regularly to be patient and pay bills with discipline.
They can make banners with awareness message and keep those at a visible place.
Security guards should also remain active and try to keep the customers calm and
quiet. Customers should be educated to the fact that the more disorder and chaos they
make, the more time will be needed to process the bills.
5.16 Conclusion
Being one of the largest state owned commercial bank, Janata bank limited has a lot provide to
its customers. It also has great scope of improvement. As it is one of the mainstream bill
payment centers, a great deal of attention should be paid to the billing section. This bank has
been providing other consumer banking services with outstanding repute. If the problems pointed
out in this report can be addressed, the billing service will hopefully become easier and smoother
for the customers. This way, people will be inspired to pay bills at Janata bank and a friendly
relationship will be established.
CHAPTER SIX
APPENDICES
References
1. Janata Bank Limited. (2018, October 20). Retrieved from https://www.jb.com.bd/.

2. Annual Report of Janata Bank Limited (2018). Retrieved from
https://www.jb.com.bd/includes/pdf/annual_report/annual_report-2017.pdf.
3. Huang, Y. & Wang, B. (2014). Central Billing System for Personal Bills. International
Journal of Innovation, Management and Technology, 5(4), 323-325.
4. Islam, M. S. & Niaz, A.M. ( 2014). Analysis Of Service Quality And Satisfaction Level
Of Customers In Banking Sector Of Bangladesh. British Journal of Marketing Studies,
2(7), 14-28.
5. Zikmund, W. (2013). Business research methods. Mason, OH: South-Western.
6. Ross, S. (2014). Fundamentals of Corporate Finance. New Delhi, Delhi: Tata
McGraw-hill.
7. Taking Utility Bills. (2018, October 20). Retrieved from
http://www.jb.com.bd/services/utility_bills.
Acronym
Acronyms Full Form

ATM Automated Teller Machine.
BBA Bachelor of Business Administration.
C/A Current Account.
DESCO Dhaka Electric Supply Company Limited.
DGM Deputy General Manager.
GL General Ledger.
IUBAT International University of Business Agriculture and
Technology.
JBL Janata Bank Limited.
L/C Letter of credit.
PESTEL Political, Economic, Socio Cultural, Technological,
Environmental, legal.
REB Rural Electrification Board
ROA Return on Assets.
ROE Return on Equity.
SWOT Strength, Weakness, Opportunity, Threat.
VAT Value Added Tax.
Table 17: Acronym
Questionnaire:
Dear Respondent,
Good Day, I am Asma Akter, a student of Bachelor of Business Administration from
International University of Business Agriculture and Technology (IUBAT) is going to conduct
an internship report on “Identifying the problems and finding solutions of the billing section
of Janata bank limited” for my BUS-490 Practicum course. Please go through the following
questions and identify the appropriate response for each of them. Please complete the following
questionnaire.
Instruction: Please put () in the specified boxes and write down your comments in the specified
space.
Survey
(Respondents Information)
Name: . . . . . . . . . . . . . . . . . . . . . . . .
Gender: Male Female
Age: 18- 25 years 26-35 years 36-45 years above 45 years
Value
Strongly Disagree Neither agree nor Agree Strongly agree
disagree disagree
1 2 3 4 5
01. The overall atmosphere of billing section of Janata Bank, REB corporate branch is
customer-friendly.
Strongly disagree Disagree Neither agree Agree Strongly agree
nor disagree
02. Employees at billing section of JBL, REB corporate branch can handle complains
effectively.

nor disagree
03. JBL, REB corporate branch is using internet/online technologies for bill payment
system effectively.

nor disagree
04. JBL, REB corporate branch has enough manpower to deal with customers at billing
section.
nor disagree
05. Customers of JBL, REB corporate branch are sincere enough to pay bills with
discipline.

nor disagree
If you have any other suggestions or comments, please write them down.
______________________________________________________________________________
______________________________________________________________________________
Thank you for your patience and your valuable time

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Identifying The Problems and Finding Solutions of The Billing Section of Janata Bank Limited

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IDENTIFYING THE PROBLEMS AND

FINDING SOLUTIONS OF THE BILLING

1.1 Aims of the Research

1.4 Limitations of the study

Name Janata Bank Limited

Table 01: Corporate profile of Janata Bank Limited

SL Name Designation Contact Number

Luna Shamsuddoha Office Phone: +88-02-9568413

02. Cell Phone: +8801730-438227

03. Cell Phone: +8801711596703

04. Office Phone: +88-02-9144357

06. Office Phone: +88-02-9887102

07. Cell Phone: +8801715172448

Cell Phone: +8801729070922

Dr. Md. Jafar Uddin

Table 02: Board of directors of JBL

Figure 01: Organogram of Janata bank limited

Figure 02: Organogram of JBL, REB corporate branch

Mission of Janata bank limited:

Vision of Janata bank limited:

2.6 Objectives of Janata bank limited

Figure 03: Functional Hierarchies

Online and ATM services:

Facilities offered to remitters:

There are several types of Accounts and US Bonds.

o Non Resident Foreign currency Deposit Account(NFCD)

Business export financing:

o Providing Pre-Shipment and Post-Shipment Finance, Export Guarantee and bonding

Table 03: SWOT Analysis of Janata Bank Limited

2.10 Porter’s five forces model

Figure 04: Porter’s five forces model

1. Threats of new entrants:

2.11 PESTEL analysis (External environment)

Figure 05: PESTEL Analysis

2.12 Internal environment analysis

Human Resource Management

Key financial information: (BDT in Million unless stated otherwise)

02 Paid-up Capital 19,140.00 19,140.00 19,140.00 19,140.00 19,140.00

03 Reserve funds & 32,223.33 30,749.66 30,407.44 20,315.70 17,976.20

07 Loans and 459,580.05 403,037.42 349,861.30 319,773.25 285,747.65

09 Total assets 805,988.41 778,603.91 690,667.66 628,415.27 586,082.98

10 Earning assets 610,004.45 605,444.04 548,634.47 496,785.00 461,290.06

11 Net assets 51,363.33 49,889.66 49,547.44 39,455.70 37,116.20

13 Investment income 14,414.82 16,416.87 18,260.44 16,742.67 13,736.50

14 Total income 52,471.97 54,347.06 55,678.82 56,393.00 55,071.85

15 Total expenses 24,913.22 34,981.83 42,944.75 45,709.66 44,958.32

16 Net interest margin 4,051.94 566.60 (3,327.53) (2,249.84) 1,976.85

17 Net non-interest 7,097.28 6,945.19 4,212.41 3,809.49 3,586.25

18 Operating profit 11,369.48 10,038.28 10,720.50 10,720.50 12,127.10

19 Earnings before 11,981.14 10,650.94 11,180.33 11,142.02 12,513.16

20 Profit before 11,369.48 10,038.28 10,720.50 10,683.34 12,127.10

21 Profit before tax 4,210.05 3,650.16 6,560.05 5,733.05 10,625.32

22 Net profit after tax 2,686.50 2,605.48 4,807.88 3,813.15 9,551.39

23 Minimum capital 44,341.90 40,408.89 36,562.52 35,420.25 33,392.33

24 Capital 254.41 2,780.93 565.81 1048.13 908.71

25 Return on average 0.61% 0.64% 1.31% 1.08% 2.86%

26 Classified loans & 75,995.50 59,359.80 43,181.70 37,375.67 31,766.86

27 Required provision 3,970.86 3,802.20 2,690.70 2,474.43 2,946.45

28 Required provision 24,373.61 19,763.30 17,670.80 21,434.72 19,015.33

29 Import 143,582.20 126,650.00 147,181.80 144,556.80 176,671.00

30 Export 139,920.90 154,454.20 145,373.60 154,079.70 153,252.00

31 Foreign 72,022.00 90,081.80 101,348.20 106,677.10 103,982.00

33 No. of shares 191.40 191.40 191.40 191.40 191.40

35 Net Asset Value 268.36 260.66 258.87 206.14 193.92

36 Earning per shares 14.04 13.61 25.12 19.92 86.31

37 Operating profit 12.47 11.03 11.81 11.82 13.52