Customer satisfaction of credit operation of jamuna bank ltd.

CUSTOMER SATISFACTION OF
CREDIT OPERATION OF
JAMUNA BANK LTD.
(Gazipur Chowrasta Branch)

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Customer Satisfaction of Credit Operation of Jamuna Bank Ltd.
(Gazipur Chowrasta Branch)
Prepared For
Prof Dr. M Alimullah Miyan
Chairman of CBA
College of Business Administration
IUBAT—International University of Business Agriculture and Technology
Prepared By
A.B.M. Golam Muktadir
ID: 12102392
Program: BBA
Date of Submission: 16th
August, 2015

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Letter of Transmittal
August10, 2015
Prof. Dr. M Alimullah Miyan
Chair, College of Business Administration
IUBAT- International University of Business Agriculture and Technology
4, Embankment Drive Road, Uttara Model Town
Sector # 10, Dhaka-1230, Bangladesh
Subject: Submission of Practicum Report.
Dear Sir,
It is a great pleasure for me to submit my practicum report on the topic of “Customer Satisfaction
of Credit Operation of Jamuna Bank Limited (Gazipur Chowrasta Branch)”. I have prepared this
report as a partial fulfillment of the course BUS 490 practicum. I have tried my level best to
prepare this report to the required standard. It was certainly a great opportunity for me to write
on this paper to actualize my theoretical knowledge in the practicum arena.
I express my heart full gratitude to you to go through this report and make your valuable
comments. It would be very kind of you if you please evaluate my performance regarding this
practicum report.
Sincerely Yours,
…………………………
ID: 12102392
Program: BBA

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Letter of Authorization
To Whom It May Concern
This is to certify that A.B.M. Golam Muktadir, bearing ID number 12102392, Program BBA,
Major in Finance and Banking, College of Business Administration, IUBAT- International
University of Business Agriculture and Technology has completed his internship at Jamuna Bank
Limited, Gazipur Chowrasta Branch, under my supervision. He has always maintained
communication with me and has taken necessary advice. Under my guidance and supervision, as
the partial fulfillment he has successfully prepared an internship report on “Customer
Satisfaction of Credit Operation of Jamuna Bank Ltd (Gazipur Chowrasta Branch)”. In Summer-
2015.
With Best Regards
…………………………..
Abdullah Al Yousuf Khan
Practicum Supervisor
College of Business Administration
IUBAT- International University of Business Agriculture and Technology

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Acknowledgment
At the very beginning I would like to express my deepest gratitude to Almighty Allah for giving
me strength and composure to finish the task within the schedule time.
At the beginning of this report, I deem it is to record my appreciation & gratitude to few persons
who made my journey smooth and helped me to prepare this report in many ways. I am deeply in
debt to my supervisor Abdullah Al Yousuf Khan for his whole hearted supervision to me
during the preparation of the report.
I could not possibly thank all of those people who have contributed a lot to prepare this report.
They are of course very special people who cannot go without mention.
My Sincere thanks goes to, Mahmud Hossain Khan (FEO), Jamuna Bank Limited. Who make
this opportunity to complete my internship in this Bank.
Furthermore I want to pay thanks Md. Khairul Bashar (Officer), Jamuna Bank Ltd. to give me
full support to acquire knowledge. I would like to express my deep sense of gratitude and thank
to all officials and members for all their continuous guidance valuable knowledge and suggestion
during my “Internship Program”. At last I must mention the Wonderful working environment of
this bank that enabled me to gather practical knowledge about the Banking.
However, I tried very hard and worked very sincerely on this report to make an informative one.
My sincere apology goes to the readers for my conceptual and printing mistakes, if there is any.

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Student’s Declaration
I’m A.B.M. Golam Muktadir, student of Bachelor of Business Administration (BBA),
under the College of Business Administration (CBA) at IUBAT—International University of
Business Agriculture and Technology declaring that this practicum report on the topic of
“Customer Satisfaction of Credit Operation of Jamuna Bank Limited (Gazipur Chowrasta
Branch)” have only been prepared for the fulfillment of the course of BUS 490 Practicum as
the partial requirement of the Bachelor of Business Administration (BBA).
I hereby declare that this report has been solely prepared by me and to the best of my knowledge.
…………………………………
ID: 12102392
Program: BBA
Major: Finance and Banking

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Table of Content
TOPIC PAGE NO
Preparatory Part i-x
Title Fly 0
Title Page i
Letter of Transmittal ii
Letter of Authorization iii
Acknowledgement iv
Student’s Declaration v
Table of Content vi-ix
Executive Summary x
Part One: Introduction
Chapter 1: Introduction of the Report 2
1.1 Introduction 2
1.2 Objectives 2
1.3 Scope 3
1.4 Limitations 3
1.5 Methodology 4
1.6 The Flow Chart of the Study 6
Part Two: Organization
Chapter 2: Organizational Analysis of JBL 8
2.1 Organizational Overview 8
2.1.1 Strategies of JBL 9
2.1.2 Corporate Profile of JBL 10
2.1.3 Organizational Chart of JBL 10
2.1.4 Board of Directors 12
2.2 Products & Services 14

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2.2.1 Islami Banking Branch 14
2.2.2 Portfolio Management Service 15
2.2.3 JBL Special Banking Services 15
2.2.4 JBL Corporate Banking Services 15
2.2.5 Online Banking 16
2.2.6 Types of Deposit account 16
2.2.7 Schemes 18
2.2.8 Marriage Deposit Scheme 18
2.2.9 Types of loan of what are offered by JBL 18
2.3 Organizational Analysis 19
2.3.1 Current situation 19
2.3.1.1 Define mission statement 19
2.3.1.2 Vision 19
2.3.1.3 Objectives 19
2.3.1.4 Strategies of Jamuna Bank Ltd. 20
2.3.2 Current performance 21
Part Three: Credit Operation
Chapter 3: Credit operation of JBL 26
3.1 Credit Facilities of Jamuna Bank Ltd. 26
3.2 Credit Evaluation Principles 27
3.2.1 Liquidity 27
3.2.2 Safety 27
3.3.3 Profitability 27
3.3.4 Intent 27
3.3.5 Security 28
3.3.6 National interest 28
3.4 Different Types of Credit Facilities 28

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3.4.1 Loan (General) 28
3.4.2 House Building Loan (General) 29
3.4.3 House Building Loan (Staff) 29
3.4.4 Other Loans to Staff 29
3.4.5 Cash Credit (Hypo) 29
3.4.6 Cash Credit (Pledge) 29
3.4.7 Hire Purchase 30
3.4.8 Lease Financing 30
3.4.9 Time Loan 30
3.4.10 Consumers Credit Scheme 30
3.4.11 SOD (General) 30
3.4.12 SOD (Others) 31
3.4.13 SOD (Export) 31
3.4.14 PAD 31
3.4.15 LIM 31
3.4.16 LTR 31
3.4.17 IBP 32
3.4.18 Export Cash Credit (ECC) 32
3.4.19 Packing Credit (PC) 32
3.4.20 IDBP 32
Part Four: Actual Task Part
Chapter 4: Tasks and Job Responsibilities 34
4.1 Work Overview 34
4.2 The Nature of the jobs & my Specific Responsibilities 34
4.3 Observation 36
Part Five: Project Part
Chapter 5: Research and Analysis
Customer Satisfaction of Credit Operation
39

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5.1 Problem Statement 39
5.2 Timeline 39
5.3 Budget 39
5.4 Objective 40
5.5 Methodology 40
5.5.1 Sources of Data 40
5.5.2 Sampling Plan 40
5.5.3 Sampling Frame 41
5.5.4 Sampling Size 41
5.5.5 Sampling Procedure 41
5.5.6 Data Analysis 41
5.6 Hypotheses Development and Test 42
5.6.1 Hypothesis Testing 42
5.7 Graphical Representation 43
5.8 Findings 49
5.9 Recommendations 50
5.10 Conclusion 51
5.11 Bibliography 52
Questionnaires 53

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Executive Summary
The internship report is designed basis on my theoretical knowledge and Practical experience. It
is designed to have a practical knowledge while passing through the theoretical understanding.
The report is the result of three months internship program with Jamuna Bank Limited, Gazipur
Chowrasta Branch, Gazipur. The report is contained Introduction, overview on Jamuna Bank
Limited, Credit analysis, Job analysis, project activities, and Conclusion.
In Introduction part I have focused on the concept about the study, Objective of the report and
limitations of the report also have been discussed. The main objective of the study is to provide a
brief picture on the performance analysis & operations of the Credit Operation. The limitations
have been time limit, confidentiality, knowledge and experience etc.
In the second chapter I discussed about Jamuna Bank Limited. This chapter includes mission,
Strategies, Management structure, Scope and Objective, Financial products & services, Branch
information, Departments, Financial performance analysis with graphical presentation and some
basic information about their general banking activities. The bank provides a broad range of
financial services to its customers and corporate clients. The Board of Directors consists of
eminent personalities from the realm of commerce and industries of the country.
The next chapter I have discussed about their overall loan schemes. This part contains basically
the theories of different individual loans. The loans and advance section is in charge of proper
disbursement of the funds to productive as well as profitable ventures.
I further have discussed about the performance analysis of the bank’s credit operation. This part
contains the performance of Credit Operation of Jamuna Bank Ltd.
At the end of my study, I have mentioned the findings according to the research part. Here I have
mentioned some recommendations for the Jamuna Bank Ltd. what activities they can follow. I
hope they will be benefited from those recommendations and then overall conclusion is given
according to my point of view.

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Introduction of the Report
1.1 Introduction
Jamuna Bank Ltd. is a third generation bank in Bangladesh. It provides commercial banking
services in the Bangladesh. It is playing an important role to develop the business sector. The
growth of this bank is very good. Its motto is to provide a prompt and quick service to the
clients. Jamuna Bank Ltd. has implemented well-structured online banking systems that make it
easier to provide prompt services to the customer. The bank primarily engages in corporate
banking, trade finance, project finance, retail banking, small enterprise finance, consumer
finance, and syndication. Its range of service offerings include cash management services,
payments and clearings, safe deposit locker services, employee benefits, collection services,
treasury services, asset management, services and SWIFT for foreign trade.
1.2 Objectives
Primary objective: Primary objective is to learn the real world experience because I have
gathered theoretical knowledge for BBA course and try to match real world experience with the
theoretical knowledge.
Secondary Objective:
1. To acquire the knowledge about the credit system of Jamuna Bank Ltd.
2. To know about the organizational framework of the Jamuna Bank Ltd.
3. To highlight an overview of Jamuna Bank Ltd. during 2014-2015
4. To find out the Productivity, & Trend position of JBL during 2014-2015.
5. To enhance the recommendation to remove the problems of Jamuna Bank Ltd.

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1.3 Scope
The report commences with the outline of the organization in focus, presenting the mission and
vision, individual department job responsibilities, Credit Risk Analysis related issues are
discussed in detail along with their results and possibilities. In this report is all the aspect of
credit risk analysis has been discussed detailed by those the management can take decisions
regarding modifying their plans for granting loans and can strengthen the relationship with the
business environment as well as with the stakeholders and clients.
1.4 Limitations
Three months is not enough to know about commercial banking operation through I have been
received maximum assistance from the every individual of the JBL Gazipur Chawrasta Branch.
Definitely, I could not produce an outstanding report for the time limitations. Due to the time
limit, the scope and dimension of the study has been curtailed.
The Term paper is likely to have following limitations:
• Since the ideal size of data could not be taken, suggested operating process may not be
useful without appropriate modifications.
• Due to shortage of time, the accuracy of information may not have been completely
perfect.
• The Operating Process is a theoretical suggestion. Only a practical application of this
may justify its effectiveness that could not be done due to time limitation.
• Lack of comprehension of the respondents was the major problem that created many
confusions regarding verification of conceptual question.
• Confidentiality of data was another important barrier that was faced during the conduct of
this study. Every organization has their own secrecy that is not revealed to others. While
collecting data on JBL, personnel did not disclose enough information for the sake of
confidentiality of the organization.
• Rush hours and business was another reason that acts as an obstacle while gathering data.

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• Observing and analyzing the broad performances of a Bank and one of its Branches,
moreover when it is an AD branch, are not an easy job by this short duration of time
(only three months).
However, omitting this, the report will help us understand the Credit Operation departments of
the bank.
1.5 Methodology
For collecting the information two types of measurement technique have been used-
• Test: The hypothesis analysis is based on Z Test.
• Questioners: - To make the report unquestionable or fair I conducted a questionnaire
survey among 40 respondents.
• Observation:-The direct Examination of behavior, the result of behavior or psychological
changes has been conducted.
For the analysis part, data have been collected from different statements and the annual report of
the bank.
The data collection method of study consists of both of primary and secondary sources. But
majority of the information was collected from secondary sources.
Primary sources:
• Face to face conversation with the officer.
• Direct observations.
• Face to face conversation with the client.

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The secondary sources of information are given below:
• Annual report of the Jamuna Bank Limited during 2013-2014.
• Outlets of Bangladesh Institute of Bank Management.
• Website of the Jamuna Bank Limited.
• Different publications of the Jamuna Bank Limited.
• Theoretical books relating banking sector.

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1.6 The Flow Chart of the Study
PRIMARY SOURCES
a) Official records of EXIM Bank
Limited
b) Face to face conversation
SECONDARY SOURCES
a) Annual report
b) Working papers
c) Web site of EXIM Bank Ltd.
d) Selected Books
e) Printed forms
PLANNING
DESIGNING THE LAY OUT
QUESTIONNAIRE
DEVELOMENT
COMMUNICATING
THE APPROACH
-THE LITERATURE
REVIEW
-THEORIETICAL
CONSIDERATION
METHODOLOGY
COLLECTING INFORMATION
ANALYZING
PREPARING THE REPORT
SUBMISSION OF THE REPORT

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Organizational Analysis of JBL
2.1 Organizational Overview
Jamuna Bank Limited (JBL) provides commercial banking services in the Bangladesh. The bank
primarily engages in corporate banking, trade finance, project finance, retail banking, small
enterprise finance and consumer finance. Its range of service offerings include cash management
services, payments and clearings, employee benefits, collection services, treasury services, asset
management, services and SWIFT for foreign trade. Jamuna Bank has an investment of 390
million taka in its business.
Being a 3rd generation Bank of Bangladesh, it focuses on
• Remaining with time
• Managing change
• Developing human capital
• Creating true customer’s value
Jamuna Bank Limited (JBL) is a Banking Company registered under the Companies Act, 1994
of Bangladesh with its Head Office currently at Hadi Mansion, 2, Dilkusha C/A, Dhaka-1000,
Bangladesh. The Bank started its operation from 3rd June 2001.
The Bank provides all types of support to trade, commerce, industry and overall business of the
country. JBL's finances are also available for the entrepreneurs to set up promising new ventures
and BMRE of existing industrial units. Jamuna Bank Ltd., the only Bengali named 3rd
generation private commercial bank, was established by a group of local entrepreneurs who are
well reputed in the field of trade, commerce, industry and business of the country.

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2.1.1 Strategies of JBL:
• Delivering customer’ desired products and services to create true customers’ value.
• Focusing on export of both traditional and nontraditional items and remittance to ensure a
comfortable position of foreign exchange all the time.
• Doing businesses that have higher risk adjusted return.
• Focusing on maintenance of assets quality rather than its aggressive expansion.
• Changing the deposit mix thereby reduce the cost of deposits.
• Ensuring all modern alternative delivery channels for easy access to our services by
customers.
• Taking banking to the doorstep of our target group.
• Restructuring existing products and introducing new products to meet the demand of time
and the target group.
• Entering into new avenues of business to increase profitability.
• Bringing unbanked people into our delivery channels.
• Increasing fee based service/activities where costly capital is not changed.
• Ensuring organizational efficiency by continuous improvement of human capital and
motivation level, dissemination of information and thereby ensuring a sustainable growth
of the organization.
• Maximizing shareholders’ value at all times alongside ensuring a sustainable growth of
the organization.
• Pursuing CSR activities for our continued support to future generation, distressed people
and for advancement of underprivileged people of the country.
• Establishing the brand image as a growth supportive and pro-customers’ bank.
• Strengthening risk management techniques and ensuring compliance culture.
• Remaining cautious about environment and supporting for maintaining a green and clean
soil.

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2.1.2 Corporate Profile of JBL:
Registered Name : Jamuna Bank Limited
Status : Public Limited Company
Slogan : “Your Partner for Growth”
Date of Incorporation : 3rd
June, 2001
Registered Head Office Address : Hadi Mansion,
2, Dilkusha C/A,
Dhaka - 1000, Bangladesh
Phone: 9570912, 9555141
Email: info@jamunabank.com.bd
Website: jamunabankbd.com
SWIFT: JAMUBDDH
Chairman : Mr. Md. Sirajul Islam Varosha
Managing Director : ShafiqulAlam
Credit Rating : Long Term: ‘A + ‘(Adequate Safety)
Short Term: ‘ST-2’ (High Grade)
Number of Branches : 96
2.1.3 Organizational Chart of JBL:
The Managing Director is the Chief Executive of the Bank who is an ex.-officio member of the
Board. Four General Managers acting under him and nine Divisional Heads are performing daily
operational activities of the Bank. The Managers of the Branches being responsible functionally
to the Heads of department of the Head Office and report direct to the Managing Director.
JBL is managed by highly professional people. The present Managing Director of the bank is a
forward-looking senior banker having decades of experience and multi discipline knowledge to
his credit both at home and abroad. He is support by an educated and skills professional team

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with diversified experience in finance and banking. Jamuna bank limited has already achieved
tremendous progress within a short period of its operation.
Chairman
Board of Directors
Managing Director
Deputy Managing Director
Senior Executive Vice President
Executive Vice President
Senior Vice President
Vice President
Senior Assistant Vice President
Assistant Vice President
Senior Principal Officer
Principal Officer
Executive Officer
Management Trainee Officer
Senior Officer
Officer
Trainee Officer

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2.1.4 Board of Directors:
The responsibility of making policies and operational guidelines is vested with the Board of
Directors. The Government holds 100% ownership of the bank and the Government of
Bangladesh appoints all the directors' of the Board. The Board consists of 13 members who are
repotted business executives and leading industrialists of the country.
Mr. Md. Sirajul Islam Varosha
Chairman
Engr. A. K. M. Mosharraf
Hussain
Director
Engr. Md. Atiqur Rahman
Director
Mr. GolamDastagirGazi,
BirProtik
Director
Mr. Fazlur Rahman
Director
Al-Haj Nur Mohammed
Director
Mr. Md. Tajul Islam
Director

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Mr. Sakhawat, Abu Khair
Mohammad
Director
Mr. Md. Belal Hossain
Director
Mr. Md. MahmudulHaque
Director
Mr. Shaheen Mahmud
Director
Mr. KanutoshMajumder
Director
Mr. GaziGolamMurtoza
Director
Mrs. Tasmin Mahmud
Director
Mr. Md. Hasan
Director
Mr. Narayan Chandra Saha
Independent Director
Mr. Chowdhury Mohammad
Mohsin
Mr. Md. Rafiqul Islam
Mr. ShafiqulAlam
Managing Director

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2.2 Products & Services
The Bank has a collection of mode that prepared financial products and services. Such products
are based on Monthly Savings Schemes, Consumer Credit Schemes, Lease Finance and Personal
Loan for Women and Shop Finance Scheme etc. Jamuna Bank Ltd, also familiar with Q-cash
ATM cards for its valued customers providing 24 hours banking services through Debit
Cards.JBL offers the following services to valued customer. The Bank is providing different
types of services. Some of them are mentioned in below:
• Deposit Schemes
• Remittance and Collection
• Import and Export handling and Finance
• Loan Syndication
• Project Finance
• Investment Banking
• Lease Finance
• Hire purchase
• Personal Loan for Woman
• 24-hours Banking: Q-Cash ATM facility
• Islamic Banking
• Corporate Banking
• Consumer Credit Scheme
• International Banking
2.2.1 Islami Banking Branch:
In the year 2004, Jamuna Bank Limited opened another Islamic banking branch at Jubilee Road,
Chittagong on November 27, 2004. The already existing Nayabazar Islamic Banking Branch
started its operations from October 25, 2003, the total Islamic banking branches stands at 02
(Two). The operational performance of the branches as on 31-12-2008 is shown through the
Balance Sheet, Profit & Loss Account of the Islam! Banking Branches below: JBL’s Shariah
Council consists of 06 (Six) members, among them 02 (two) are Khatib, 01 (one) is Ex-

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Economic Advisor, 01 (One) is Vice chancellor, Islami University, 01 (One) isPrincipal and
other one is Banker. During the year 2009, the Shariah council of JBL conducted 03 meetings to
discuss all aspects of Islamic Branches operation.
2.2.2 Portfolio Management Service:
Since inception, we have achieved an unparalleled reputation as a leading Merchant Banker
through providing portfolio management services by maintaining a high level of professional
expertise and integrity in client relationships. Keeping customer preferences as an investor in
mind, Jamuna Bank Ltd. has designed Investors’ Discretionary Account (IDA) and Bank’s
Discretionary Account (BDA). In these accounts the customers may enjoy loan facilities at a
ratio 1:1 for investments in private placement, IPO, and secondary market operations.
2.2.3 JBL Special Banking Services:
Special Banking services of Jamuna Bank are considering the Personal services. The bank is
offering wide-ranging products and services. These services and products are matching with the
customer’s requirements. Transactions of accounts, savings schemes or loan facilities from
Jamuna Bank Ltd make available for every customer in a unique and uniform mixture of easy
and expert service superiority.
JBL offers the Special Banking Services like Current Deposit Account, Savings Deposit
Account, Short Term Deposit Account, and Fixed Deposit Accounts. It also offers attractive rates
on various deposit schemes.
2.2.4 JBL Corporate Banking Services:
Jamuna Bank Ltd. offers a complete range of advisory, financing and operational services to its
corporate client groups combining trade, treasury, investment and transactional banking activities
in one package. The corporate Banking specialists will render high class service for speedy
approvals and efficient processing to satisfy customer needs.

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Corporate Banking business envelops a broad range of businesses and industries. You can
leverage on the know-how in the following sectors mainly:
• Agro processing industry
• Industry (Import Substitute / Export oriented)
• Textile, Spinning, Dyeing/Printing
• Export Oriented Garments, Sweater.
• Engineering, Steel Mills
• Chemical and chemical products etc.
• Telecommunications.
• Wholesale trade
• Transport · Hotels, Restaurants
• Non-Bank Financial Institutions
• Loan Syndication
• Export Finance
• Import Finance
2.2.5 Online Banking:
Jamuna Bank Limited has introduced real-time any branch banking on December 31, 2010. Now,
customers can withdraw and deposit money from any of its 65 branches located at Dhaka,
Chittagong, Sylhet, Gazipur, Bogra, Naogaon, Narayanganj, Dinajpur, Kushtia,Rajshahi,
Bashurhat, Sirajganj and Munshigonj. The valued customers can also enjoy 24 hours banking
service through ATM card from any of Q-cash ATMs located at Dhaka, Chittagong, Khulna,
Sylhet and Bogra.
2.2.6 Types of Deposit account:
There are several types of deposit accounts. Each account has different characteristics and every
account has some specific purpose to serve.JBL offers the following key Personal Banking
Services. According to their uniqueness they are described as follows:

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i. Savings Account:
It is the general account of the JBL (Mirpur Branch) individual or more than two persons can
open a savings account on JBL. The officers and authorize persons are issuing cheque book,
deposit slips and statement of account to the holder of savings. The officer justifies the
information that is submitted by the account holder for opening of the account. The officers of
the bank process account-opening formalities.
ii. Current Deposit Account:
JBL is one of the newly established well-reputed third generation private commercial bank in
Bangladesh. It operates very diverse current account operation. They serve various types of
customers, like current account for private limited company, current account for public limited
company, current account for partnership business, etc.
iii. Foreign Currency Account:
The JBL also operate Foreign Currency Account for Bangladeshi Wage Earners or for Foreign
Nationals/Company/Firms etc. to send their valued earned foreign currency into the country.
iv. Short Term Deposit Account (STD):
JBL also offers Short Term Deposit to its valued customers. Short Term Deposit is a deposit
account where the payment of interest is paid on month basis. These items include the deposits
for a period ranging from 7 (seven) days to 89 (eighty-nine) days. These types of liabilities are
payable on special notice or after a specified period other than the fixed deposits. Some of these
types of deposits are of the nature of time deposits. The rate of interest on STD account is 4.5%
per annum. There are some rules and regulations that must be maintained by the STD account
holder. If the STD account holder wants to withdraw the money from the account they have to
inform the bank before, otherwise the account holder may not get the interest in full amount.

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2.2.7 Schemes:
Schemes are the most important sources of enhancing banks deposit. Mainly bank is the lender
of money, which is deposited by various types of depositor. These schemes are different in
nature and types and also in interest rates. These deposits give the customers to deposit the idle
money in profit earning schemes and also provide the security. Jamuna Bank limited as third
profit earning to the depositors and generation modern and technology based modern commercial
bank offers various types of customer’s friendly deposit schemes to its valued customers. These
schemes are highly also unique in security.
2.2.8 Marriage Deposit Scheme:
Marriage of children, especially daughter is a matter of great concern to the parents. Marriage of
children involves expense of considerable amount. Prudent parents make effort for gradual
building of fund as per their capacity to meet the matrimonial expense of their children specially
daughters. Parents get relief and can have peace of mind if they can arrange the necessary fund
for marriage of their children.
2.2.9 Types of loan of what are offered by Jamuna Bank Limited:
• Loan (General)
• House Building Loan (General
• House Building Loan (Staff)
• Other Loans to Staff
• Cash Credit (Hypo.)
• Cash Credit (Pledge)
• Corporate Social Responsibilities of the Jamuna Bank Limited
• Hire Purchase
• Lease Financing
• Time Loan
• Cons SOD (General)
• SOD (Others)

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• SOD (Export)
• PAD
• LIM
• LTR
• IBP
• Export Cash Credit (ECC)
• Packing Credit (PC)
• F D B P
• IDBP
• F B P
2.3 Organizational Analysis
2.3.1 Current situation:
2.3.1.1 Define mission statement:
The Bank is committed to satisfying diverse needs of its customers through a collection of
products at a competitive price by using appropriate technology and providing timely service so
that a sustainable growth, reasonable return and contribution to the development of the country
can be ensured with a motivated and professional work‐force.
2.3.1.2 Vision:
To become a leading banking institution and to play a significant role in the development of the
country.
2.3.1.3 Objectives:
• To earn and maintain CAMEL Rating 'Strong'

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• To establish relationship banking and improve service quality through
development of Strategic Marketing Plans.
• To remain one of the best banks in Bangladesh in terms of profitability and assets
quality.
• To introduce fully automated systems through integration of information
technology.
• To ensure an adequate rate of return on investment.
• To keep risk position at an acceptable range (including any off balance sheet risk).
• To maintain adequate liquidity to meet maturing obligations and commitments.
• To maintain a healthy growth of business with desired image.
• To maintain adequate control systems and transparency in procedures.
• To develop and retain a quality work-force through an effective human Resources
Management System.
• To ensure optimum utilization of all available resources.
• To pursue an effective system of management by ensuring compliance to ethical
norms, transparency and accountability at all levels.
2.3.1.4 Strategies of Jamuna Bank Ltd.
Financing establishment of small units of industries and business and facilitate their growth
Small Balance Sheet size composed of quality assets.
• To manage and operate the Bank in the most efficient manner to enhance
financial performance and to control cost of fund
• To strive for customer satisfaction through quality control and delivery of timely
services
• To identify customers' credit and other banking needs and monitor their
perception towards our performance in meeting those requirements.
• To review and update policies, procedures and practices to enhance the ability to
extend better service to customers.

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• To train and develop all employees and provide them adequate resources so that
customers' needs can be reasonably addressed.
• To promote organizational effectiveness by openly communicating company
plans, policies, practices and procedures to employees in a timely fashion
• To cultivate a working environment that fosters positive motivation for improved
performance
• To diversify portfolio both in the retail and wholesale market
• To increase direct contact with customers in order to cultivate a close relationship
between the bank and its customers.
2.3.2 Current performance:
Loans and Advances
Year 2014 2013 2012 2011 2010
Value (Taka
in millions)
77899.79 67669.38 54887.03 56611.79 49734.80
0.00
10,000.00
20,000.00
30,000.00
40,000.00
50,000.00
60,000.00
70,000.00
80,000.00
90,000.00
2014 2013 2012 2011 2010
Loans and Advances
Value (Taka in millions)

22
Investments
Year 2014 2013 2012 2011 2010
Value (Taka
in millions)
39963.54 31392.20 39118.93 16314.93 10891.02
Market price per share (taka)
Year 2014 2013 2012 2011 2010
Value
(Taka)
12.29 16.29 21.69 26.69 55.00
0.00
5,000.00
10,000.00
15,000.00
20,000.00
25,000.00
30,000.00
35,000.00
40,000.00
45,000.00
2014 2013 2012 2011 2010
Investments
Value (Taka in millions)
0.00
10.00
20.00
30.00
40.00
50.00
60.00
2014 2013 2012 2011 2010
Market Price Par Share

23
Return on Average Investment
Year 2014 2013 2012 2011 2010
Value (%) 9.16 7.55 7.24 10.33 11.89
Return on Average Asset
Year 2014 2013 2012 2011 2010
Value (%) 1.06 1.01 1.06 1.69 1.80
0.00%
2.00%
4.00%
6.00%
8.00%
10.00%
12.00%
2014 2013 2012 2011 2010
Return on Average Investment
0.00%
0.20%
0.40%
0.60%
0.80%
1.00%
1.20%
1.40%
1.60%
1.80%
2014 2013 2012 2011 2010
Return on Average Asset

24
Earning Per Share
Year 2014 2013 2012 2011 2010
Value
(Taka)
2.61 2.53 2.32 3.65 2.92
0.00
0.50
1.00
1.50
2.00
2.50
3.00
3.50
4.00
2014 2013 2012 2011 2010
Value (Taka) 2.61 2.53 2.32 3.65 2.92
AxisTitle
Earning Per Share

25
Part Three
Credit Operation

26
Credit Operation of Jamuna Bank Ltd.
Loans and advances are the heart of asset of all commercial banks. All over the world, Banks try
immensely to make such a loan portfolio which helps maximize revenue at a minimum risk.
Jamuna Bank continued to extend its credit facility by offering different customized loan
products to business entities and individuals.
Credit The word "Credit" is derived from the Latin word Credo or Krado meaning I believe. It is
usually defined as one's ability to buy to a promise to pay. From the Banker's point of view
Credit is the confidence of the lender on the ability and willingness of the borrower to repay the
debt as per schedule of repayment. A bank provides loan to a company, with a fixed maturity and
often featuring amortization of principal. If this loan is in the form of a line of credit, the funds
are drawn down shortly after the agreement is signed. Otherwise, the borrower usually uses the
funds from the loan soon after they become available.
3.1 Credit Facilities of Jamuna Bank Ltd.
The main focus of Jamuna Bank Ltd. Credit Line/Program is financing business, trade and
industrial activities through an effective delivery system.
• Jamuna Bank Ltd. offers credit to almost all sectors of commercial activities having
productive purpose.
• The loan portfolio of the Bank encompasses a wide range of credit programs.
• Credit is also offered to major thrust sectors, as earmarked by the govt., at a reduced
interest rate to develop frontier industries.
• Credit facilities are offered to individuals including housewives, businessmen, small
and big business houses, traders, manufactures, corporate bodies, etc.
• Loan is provided to the rural people for agricultural production and other off-farm
activities.
• Loan pricing system is customer friendly.
• Prime customers enjoy prime rate in lending and other services.
• Quick appreciation, appraisal, decision and disbursement are ensured.

27
3.2 Credit Evaluation Principles
Some principles or standards of lending are maintained in approving loans in order to keep credit
risk to a minimum level as well as for successful banking business. The main principles of
lending are given below:
3.2.1 Liquidity:
Liquidity means the availability of bank funds on short notice. The liquidity of an advance means
it repayment on demand on due date or after a short notice. Therefore, the banks must have to
maintain sufficient liquidity to repay its depositors and tradeoff between the liquidity and
profitability is must.
3.2.2 Safety:
Safety means the assurance of repayment of distributed loans. Bank is in business to make
money but safety should never be sacrificed for profitability. To ensure the safety of loan. The
borrower should be chosen carefully. He should be a person of good character & capacity as well
as bank must have to maintain eligible number of security from borrower.
3.3.3 Profitability:
Banking is a business aiming at earning a good profit. The difference between the interest
received on advances and the interest paid on deposit constitutes a major portion of the bank
income, besides, foreign exchange business is also highly remunerative. The bank will not enter
into a transaction unless a fair return from it is assured.
3.3.4 Intent:
Banks sanction loans for productive purpose. No advances will be made by bank for
unproductive purposes though the borrower may be free from all risks.

28
3.3.5 Security:
The security offered for an advance is an insurance to fall bank upon in cases of need. Security
serves as a safety value for an unexpected emergency. Since risk factors are involved, security
coverage has to be taken before a lending.
3.3.6 National interest:
Banking industry has significant role to play in the economic development of a country. The
bank would lend if the purpose of the advances can contribute more to the overall economic
development of the country.
3.4 Different Types of Credit Facilities
Types of loan of Jamuna Bank Limited:
Depending on the various nature of financing, all the lending activities have been brought under
the following major heads:
3.4.1 Loan (General):
Short term, Medium term & Long term loans allowed to individual/firm/industries for a specific
purpose but for a definite period and generally repayable by installments fall under this head.
This type of lending is mainly allowed to accommodate financing under the categories
(i) Large & Medium Scale Industry and
(ii) Small & Cottage Industry.
(iii) Very often term financing for (i) Agriculture & (ii) Others are also included here.

29
3.4.2 House Building Loan (General):
Loans allowed to individual/enterprises for construction of house (residential or commercial) fall
under this type of advance. The amount is repayable by monthly installment within a specified
period. Such advances are known as Loan (HBLGEN).
3.4.3 House Building Loan (Staff):
Loans allowed to our Bank employees for purchase/construction of house shall be known as
Staff Loan (HBL-STAFF).
3.4.4 Other Loans to Staff:
Loans allowed to employees other than for House Building shall be grouped under head - Staff
Loan (Gen).
3.4.5 Cash Credit (Hypo):
Advances allowed to individual/firm for trading as well as wholesale purpose or to industries to
meet up the working capital requirements against hypothecation of goods as primary security fall
under this type of lending. It is a continuous credit. It is allowed under the categories
• "Commercial Lending" when the customer is other than an industry and
• "Working Capital" when the customer is an industry.
3.4.6 Cash Credit (Pledge):
Financial accommodations to individual/firms for trading as well as for whole-sale or to
industries as working capital against pledge of goods as primary security fall under this head of
advance. It is also a continuous credit and like the above allowed under the categories
• "Commercial Lending" and
• Working Capital".

30
3.4.7 Hire Purchase:
Hire-Purchase is a type of installment credit under which the Hire-Purchaser agrees to take the
goods on hire at a stated rental, which is inclusive of the repayment of Principal as well as
interest for adjustment of the loan within a specified period.
3.4.8 Lease Financing:
Lease Financing is one of the most convenient sources of acquiring capital machinery and
equipment whereby a client is given the opportunity to have an exclusive right to use an asset
usually for an agreed period of time against payment of rent. It is a term financing repayable by
installment.
3.4.9 Time Loan:
This is one time financial accommodation for short period maximum 12 months to meet some
specific purpose. The loan is adjustable within the validity and not renewable and no transaction
is allowed.
3.4.10 Consumers Credit Scheme:
It is a special credit scheme of the Bank to finance purchase of consumers' durable to the fixed
income group to raise their standard of living. The loans are allowed on soft terms against
personal guarantee and deposit of specified percentage of equity by the customers. The loan is
repayable by monthly installment within a fixed period.
3.4.11 SOD (General):
Advances allowed to individual/firms against financial obligation (i.e. lien on FDR/PSP/
BSP/Insurance Policy/Share etc). This may or may not be a continuous Credit.

31
3.4.12 SOD (Others):
Advances allowed against assignment of work order for execution of contractual works falls
under this head. This advance is generally allowed for a definite period and specific purpose i.e.
it is not a continuous credit. It falls under the category "Others".
3.4.13 SOD (Export):
Advance allowed for purchasing foreign currency for payment against L/Cs (Back to Back)
where the exports do not materialize before the date of import payment. This is also an advance
for temporary period which is known as export finance and falls under the category "Commercial
Lending".
3.4.14 PAD:
Payment made by the Bank against lodgment of shipping documents of goods imported through
L/C falls under this head. It is an interim advance connected with import and is generally
liquidated against payments usually made by the party for retirement of the documents for
release of imported goods from the customs authority. It falls under the category "Commercial
Lending".
3.4.15 LIM:
Advances allowed for retirement of shipping documents and release of goods imported through
L/C taking effective control over the goods by pledge in godowns under Bank's lock & key fall
under this type of advance. This is also a temporary advance connected with import which is
known as post-import finance and falls under the category "Commercial Lending".
3.4.16 LTR:
Advance allowed for retirement of shipping documents and release of goods imported through
LC falls under this head. The goods are handed over to the importer under trust with the
arrangement that sale proceeds should be deposited to liquidate the advances within a given

32
period. This is also a temporary advance connected with import and known as postimport finance
and falls under the category "Commercial Lending".
3.4.17 IBP:
Payment made through purchase of inland bills/cheques to meet urgent requirement of the
customer falls under this type of credit facility. This temporary advance is adjustable from the
proceeds of bills/cheques purchased for collection. It falls under the category "Commercial
Lending".
3.4.18 Export Cash Credit (ECC):
Financial accommodation allowed to a customer for exports of goods falls under this head and is
categorized as "Export Credit". The advances must be liquidated out of export proceeds within
180 days.
3.4.19 Packing Credit (PC):
Advance allowed to a customer against specific L/C/firm contract for processing/packing of
goods to be exported falls under this head and is categorized as "Packing Credit". The advances
must be adjusted from proceeds of the relevant exports within 180 days. It falls under the
category "Export Credit".
3.4.20 IDBP:
Payment made against documents representing sell of goods to Local export oriented industries
which are deemed as exports and which are denominated in Local Currency / Foreign Currency
falls under this head. This temporary liability is adjustable from proceeds of the Bill.

34
Tasks and Job Responsibilities
4.1 Work Overview
I was assigned at the Gazipur Chawrasta Branch of Jamuna Bank Limited to complete my
internship program. During my three (3) months internship program I enjoyed the work at the
bank but most importantly I learned how to work under pressure with great responsibilities.
Throughout this time I have got the opportunity to work with different department of Jamun
Bank Limited. There are 3 different departments in Gazipur Chawrasta Branch and they are:
• General Banking (GB)
• Credit Department (CD)
• Foreign Exchange Department (FED)
I was rotated across all 3 different departments in the past 3 months. However, my main
Concentration was Credit department and thereby, I allocated maximum time to work at credit
department section.
4.2 The Nature of the jobs and my Specific Responsibilities
The first week I was in the Cash Department. Banks don’t usually put interns in this department
but I was lucky to see firsthand what happens behind the counter. I did not have much
responsibility in that department as I was not to mess with their hectic and hasty transactions, but
they eventually did give me some work. My responsibilities in this department were just to assist
them in any small way possible. I learned the following from this department:
• Counting money in various ways
• Use the counting machine
• Use the photocopy machine
• Counting the vouchers
• Checking the individual EOD (End of day Journal report) of each cashier
• Upgrading the vouchers information in computer
Although these activities were small, they helped me understand the nature of the work.

35
At General Banking Division, I was assigned to GB (General Banking). I spent the next two (2)
weeks here. It was very arduous, but very fruitful. I was under Md. Noor Alam (AO), who was
very intellectually intriguing. I had a wide variety of responsibilities at GB:
• Opening account for new customers and aiding them in the process
• Opening FD and DPS for new customers
• Bringing out the cheque books for the customers and verifying them,
• Counting the voucher of GB
• Finding the FD, DPS and old account opening forms
• Preparing the bill for the branch’s expenditure for that day
• Making solvency certificates
• Keeping things in order and at arm’s length
• Cash clearing
• Vouchers aligning
The work was really hard at GB. I also had to hear a lot of complaints from the customers. At
first I was demoralized. But later on I learned how to deal with it.
At Credit Division, Most of the time (6 weeks) in my intern period I have spent in credit
department and that’s why I prefer ‘Credit Management of JBL’ as my internship report topic.
Firstly I was assigned in credit dept. more than 1 month under direct supervision of Md. Harun
or Roshid, Officer and at that time I have to perform below activities-
• Printing, typing and photocopying different documents related credit.
• I had to organize all the customer files (e.g. car loan, home loan) & keep them at a
specific place separately.
• Checking and filling up different loan’s forms
• Data entries in the computer.
• Helping clients that where to signature on the form.
• Sometimes helping supervisor balancing credit & debit.

36
At Foreign Exchange division, the last 3 weeks I was posted in the foreign trade department. I
did not have to deal with the customers that much but there were a lot of responsibilities that I
had. Such as:
• Processing a new LC (Letter of Credit)
• Doing the similar things for BTB (Back-to-Back) LCs and Local LCs
• Filling up the IMP forms
• Putting the LC and IMP into their following registers
• Picking up the phone, calling up customers for missing information
• Taking necessary papers from customers such as taking photocopy of National ID
card, Passport, Trade License etc.
• Learned how to receive mail and send out mail.
4.3 Observation
Working at JBL, GazipurChawrasta Branch was a great experience for me. I have learnt many
things from them. From my little knowledge what I have observed and some recommendations
are as follows:
It was very interesting working of Jamuna Bank. The people there are really nice and talented.
The things that I have noticed and observed are:
• Work environment is very friendly and employees are co-operative.
• Employees are active and sincere to their assigned job responsibilities.
• Work is never left pending for the next day unless it is absolutely necessary.
• The work process could be made faster with better computers and operating systems.
• There is always a rush of customers so there is no standard on what the employees do
throughout the day. The work activities of an employee is set, but what to do when varies
along the day

37
• The work activities are always set and divided for each of the employees. This is the
way it should be, but when I saw it firsthand it was remarkable. Each and every employee
has a certain set of responsibilities. He/she carries out those responsibilities throughout
the day. It is also easy to assign duties that way. Even though this is the case, I often saw
other staff members helping each other out.

39
Research and Analysis
Customer Satisfaction of Credit Operation
5.1 Problem Statement
The topic of my report is “Customer satisfaction of Credit Operation of Jamuna Bank Ltd.
(Gazipur Chowrasta Branch)”. Based on the topic I have highlighted the different types of
Credit/Loan instrument of Jamuna Bank Ltd. So the research topic is present position of Credit
Operation of Jamuna Bank Ltd. After describing the procedure it is useful to know how
effective this process is.
5.2 Timeline
For project purpose, I spend the whole month of July 1-31, 2015. I have shown my activities by
this grant chart.
Date – July 1 to 31, whole month 2015
Description Week 1 Week 2 Week 3 Week 4
Develop the Research Plan
Develop the Hypothesis
Conduct the Survey Research
Analysis and Interpretation
5.3 Budget
In the project period, I has to spend this amount of money shown in below –
Name Taka
Transportation Cost 800
Lunch 1000
Printing Cost 700
Internet and Phone Bill 500
Total 3000

40
5.4 Objective
To know the satisfaction of the clients of credit operation of Jamuna Bank Ltd. Comparison of
the basic knowledge with the real world experience, what is needed by the customer. To know
the productivity of the bank by the employee and lacking of their work.
5.5 Methodology
5.5.1 Sources of Data:
Data is inevitable of completing the project. Usually to complete the report data were collected
from the following sources-
Primary Data Sources:
 Questionnaires with Structure question by the survey of JBL’s staff.
Secondary Data Sources:
 Annual Report of the Bank
 Website of the Bank
 Different Documents of the Bank
 Daily Newspaper and relevant journals.
5.5.2 Sampling Plan:
Population: The population of this research is defined below-
 Elements: Existing staffs of Jamuna Bank Ltd.
 Unit: Individual staffs of Jamuna Bank Ltd.
 Extent: Gazipur Chawrasta Branch Area.
 Time: July 1 – July 31, 2015.

41
5.5.3 Sampling Frame:
The sample frame of this study has been consisted of the bank employee’s information book of
Jamuna Bank Ltd. GazipurChawrasta Branch, Gazipur and Dhaka.
5.5.4 Sampling Size:
To conduct this research I have taken my sample as a simple random sampling and the required
sample size for conducting this research is 40, those who are the staffs of Jamuna Bank Ltd.
5.5.5 Sampling Procedure:
For conducting this research, the probability sampling procedure was followed in order to select
the sample which is simple random sampling.
5.5.6 Data Analysis:
After collecting all the data I have analyzed all the data individually. Then I had made the
comparison of data and explain it through graph, chart, table etc. I have used MS Word, MS
Excel to analyze data and to make the data meaningful. Also the parametric and non-parametric
statistics / tools and basic statistical techniques have been used. Hypotheses were tested to derive
a meaningful conclusion from the empirical data. Based on my analysis I made findings,
recommendation and conclusion. Finally, I would like to present my research in front of the
audiences.

42
5.6 Hypotheses Development and Test
With a view of fulfilling the objectives some relevant hypothesis have been formulated for this
research:
1. HA: Clients are satisfied with the operation of loan division of Jamuna Bank Ltd.
2. HA: Quick disbursement brings more customer satisfaction for JBL.
3. HA: JBL provides quick loan to women entrepreneur with easy condition.
4. HA: Sanctioning and disbursement procedure is effective and efficient in JBL
5. HA: Jamuna Bank Ltd. takes lower interest against different types of loan comparing with
other banks.
6. HA: Jamuna Bank Ltd. delivers proper services to their clients.
Likert Scale: Developed by Rensis Likert, this is a composite measure in which respondents
are asked
to choose from an ordered series of five responses to indicate their reactions to a sequence of
statements
(e.g., strongly agree ... somewhat agree ... neither agree nor disagree ... somewhat disagree ...
strongly disagree). Likert Scale was used for this survey research to come up with a
quantitative outcome.
5.6.1 Hypothesis Testing:
Likert Scale H1 H2 H3 H4 H5 H6
1=Strongly disagree 3 5 8 2 1 3
2=Disagree 3 5 11 2 2 1
3=Neither agree nor
disagree
5 4 9 8 3 4
4=Agree 15 11 5 15 18 14
5=Strongly agree 14 15 7 13 16 18
Total 154 146 112 155 166 163
Average 3.85 3.65 2.80 3.88 4.15 4.08
Standard Deviation 1.19 1.41 1.36 1.08 0.94 1.15
Z-test value 7.15 5.17 1.39 8.08 11.14 8.67

43
5.7 Graphical Representation
1. HO: Clients are not satisfied with the operation of loan division of Jamuna Bank Limited
HA: Clients are satisfied with the operation of loan division of Jamuna Bank Limited
HO: µ=2.5
HA: µ>2.5
n=40
Here, = 3.85
= 1.19
Z cal= =7.15
At 5% level of significance, follows Z distribution Z 0.05 = 1.645
Since Z cal> Z tab, the null hypothesis is rejected. So at 5% level of significance, it can be said that
the Clients are satisfied with the operation of loan division of Jamuna Bank Limited.
X


)//()( nX 
7%
7%
13%
38%
35%
1=Strongly disagree
2=Disagree
3=Neither agree nor
disagree
4=Agree
5=Strongly agree

44
2. HO: Quick disbursement does not bring more customer satisfaction for JBL.
HA: Quick disbursement brings more customer satisfaction for JBL.
HO: µ=2.5
HA: µ>2.5
n=40
Here, = 3.65
= 1.41
Z cal=
=5.17
Quick disbursement brings more customer satisfaction for JBL.
X

)//()( nX 
12%
12%
10%
28%
38%
1=Strongly disagree
2=Disagree
3=Neither agree nor
disagree
4=Agree
5=Strongly agree

45
3. HO: JBL does not provides loan to women entrepreneur with easy condition.
HA: JBL provides quick loan to women entrepreneur with easy condition.
HO: µ=2.5
HA: µ>2.5
n=40
Here, = 2.80
= 1.36
Z cal=
=1.39
At 5% level of significance, follows Z distribution Z 0.05 = 1.645Since Z cal Z tab, the null
hypothesis is accepted. So at 5% level of significance, it can be said that JBL does not provide
quick loan to women entrepreneur with easy condition.
X

)//()( nX 
20%
27%22%
13%
18%
1=Strongly disagree
2=Disagree
3=Neither agree nor
disagree
4=Agree
5=Strongly agree

46
4. HO: Sanctioning and disbursement procedure is not effective and efficient in JBL
HA: Sanctioning and disbursement procedure is effective and efficient in JBL
HO: µ=2.5
HA: µ>2.5
n=40
Here, = 3.88
= 1.08
Z cal=
=8.08
Since Z cal> Z tab, the null hypothesis is rejectd. So at 5% level of significance, it can be said that
Sanctioning and disbursement procedure is effective and efficient in JBL
X

)//()( nX 
5%
5%
20%
37%
33%
1=Strongly disagree
2=Disagree
3=Neither agree nor
disagree
4=Agree
5=Strongly agree

47
5. HO: Jamuna Bank doesn’t take lower interest against different types of loan comparing
with other banks.
HA: Jamuna Bank takes lower interest against different types of loan comparing with other
banks.
HO: µ=2.5
HA: µ>2.5
n=40
Here, = 4.15
= 0.94
Z cal=
=4.14
Jamuna Bank takes lower interest against different types of loan comparing with other banks.
X

)//()( nX 
2%
5%
8%
45%
40%
1=Strongly disagree
2=Disagree
3=Neither agree nor
disagree
4=Agree
5=Strongly agree

48
6. HO: Jamuna Bank do not delivers quicker services to the customers.
HA: B Jamuna Bank delivers quicker services to the customers.
HO: µ=2.5
HA: µ>2.5
n=40
Here, = 4.08
= 1.15
Z cal=
=8.67
Jamuna Bank delivers quicker services to the customers.
X

)//()( nX 
7% 3%
10%
35%
45%
1=Strongly disagree
2=Disagree
3=Neither agree nor
disagree
4=Agree
5=Strongly agree

49
5.8 Findings
Findings according to the respondents’ opinion toward hypothesis:
1. As we see that 38% of respondents agree and 35% of respondents strongly agreed so it is
clear that Clients are satisfied with the operation of credit division of Jamuna Bank Ltd.
2. Quick disbursement brings more customer satisfaction for JBL as my second hypothesis
state that 28% of respondents agree and 38% of respondents are strongly agreed.
3. As we have got the percentage 43% clients strongly agree, and 33% clients agree about
this towards that JBL does not provides loan to women entrepreneur with easy condition.
4. As per the result of hypothesis we see that the percentage of acceptance, 37% employee
strongly agree and 33% employee agree about this towards that Sanctioning and
disbursement procedure is effective and efficient in JBL.
5. Jamuna Bank takes lower interest against different types of loan than other bank this
statement is correct because its hypothesis calculation sate the percentage of Agree is
40% and strongly agree 45%.
6. 35% employee agreed and 45% employees strongly agreeing about Jamuna Bank delivers
quicker services to the customers.

50
5.9 Recommendations
1. Customers are the key for any organization; here I see that JBL is providing
effective capital so that their customers are satisfied. So they should keep it up.
2. Better the service more the satisfaction where quick service make customer more
satisfy compare to any other benefits provided to them.
3. Woman becoming the great source of income in our country by their hard
working effort so JBL should provide loan to the women with easy condition.
4. Sanctioning and disbursement system should be updated to make the customers
satisfied.
5. Banks must have a system in place for managing loan where lower interest
against customer’s loan is always positive, and JBL doing the same. So it should
be continue in near future to compete in Current Market.
6. To make the customers permanent and to increase clients, they should maintain
their services and should upgrade some criteria of their services.

51
5.10 Conclusion
Jamuna Bank Ltd. is a commercial bank launched its operation in 2001. It has already developed
goodwill among its clientele by offering its excellent services by different divisions. This success
has resulted from the dedication, commitment and dynamic leadership among its management
over the periods. The working atmosphere of the Jamuna Bank Limited is very simulating.
During the short span of time of its operation, the bank has been successfully to the position
itself as a progressive and dynamic financial institution in the country.
Credit policy is a very convenient banking tool for the business world. The value of this service
is immense. It has gathered such a position in the banking sector that people at developed and
also developing counties are very much depended on this service. In Bangladesh credit facilities
or loans started to become very attractive in recent periods. But still lots improvements in
services and facilities have to be made in this department.
Credit Division of Jamuna Bank has a very qualified and dedicated group of officers and staffs
who are always trying to provide the best service to the clients. They always monitor the credit in
different sectors and their position. Before providing the loan they analyze whether the loan will
be profitable and whether the client is good enough to repay the loan within the given period of
time.
The main competitive advantage JBL is enjoying that it has online banking where as other local
commercial bank cannot yet achieve that advantage. But all the commercial banks are now trying
to achieve this. In this bank the employees are highly motivated by their remunerations and other
benefits. Here, all the employees are very much cooperative with their customers, colleagues and
simply visitors.

52
5.11 Bibliography
• Bangladesh Bank, (1998), Economic Trends, Statistics Department, Bangladesh Bank,
Vol-XXIII, No. 10.
• Kendrick, John. W, (1996) Productivity Trends in the United States, Princeton University
Press, Princeton, New York, p. 6.
• Mukharjee D.D, 2nd edition, (2004), Title of work: Credit Apprisal, Risk Analysis &
Decision Making.
• JBL General Banking Credit & Foreign Exchange Manual, 2013.
• Annual Report of Jamuna Bank Ltd. during 2010-2014.
Web Links:
http://www.jamunabankbd.com
http://www.primebank.com.bd/consumer_credit.jsp
http://www.google.com
http://en.wikipedia.org

53
Questionnaires
Dear Respondent,
Good Day. I am a student of Bachelor of Business Administration from International University
of Business Agriculture & Technology. Please go through the following questionnaires and
identify the appropriate response for each of them. Here I am doing my thesis on the following
topic: Customer Satisfaction of Credit Operation of Jamuna Bank Ltd. (Gazipur Chowrasta
Branch). Please complete the following questionnaires.
Name: ………………………………….…………………………………….
A/C No: ……………………………………..Cell/ Tell No: ………………………………..
[Please put a tick mark for the following questions. Thanks a lot for your co-operation.]
Question
Strongly
Disagree
(1)
Disagree
(2)
Neither
Disagree
nor
Agree(3)
Agree
(4)
Strongly
Agree (5)
Clients are satisfied with the operation of
loan division of Jamuna Bank Ltd.
Do you………………
Quick disbursement brings more
customer satisfaction for JBL
Do you……
JBL provides quick loan to women
entrepreneur with easy condition.
Do you………
Sanctioning and disbursement procedure
is effective and efficient in JBL.
Do you ……..
JBL takes lower interest against different
types of loan comparing with other
banks.
Do you……
JBL delivers proper services to their
clients.
Do you…...

Customer satisfaction of credit operation of jamuna bank ltd.

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Customer satisfaction of credit operation of jamuna bank ltd.