INTRODUCTION

1.0 Introduction

Internship program is an undergraduate requirement for Bachelor of Business Administration (BBA) in Jashore University of Science & Technology (JUST). The primary purpose of an internship for BBA students is to bring the theories, principles, and concepts learned in the classroom to life. While textbooks provide a foundational understanding of business functions, an internship offers the opportunity to witness and engage in the practical application of these theories. It is the realm where equations, marketing strategies, financial models, and management principles find tangible expression. Doing an internship in a bank is a crucial step for personal and professional development. It offers a hands-on learning experience, enhances employability, and provides a solid foundation for a successful career in the banking sector or related fields. Internships function as environments for nurturing skill development. Students enter these programs with a toolkit of theoretical skills acquired during their academic journey. Through practical exposure, they hone these skills and develop new ones, ranging from effective communication and teamwork to problem-solving, critical thinking, and adaptability. The workplace becomes a training ground where theoretical knowledge transforms into applicable skills, preparing students for the dynamic demands of the professional world. Beyond the confines of academic achievement, internships contribute to holistic personal and professional growth. BBA students undergo a transformative journey, gaining insights into their strengths, weaknesses, and areas for improvement. The challenges encountered during internships become opportunities for personal development, resilience, and self-discovery. Internships expose individuals to the professional work environment, helping them adapt to corporate culture, understand workplace etiquette, and learn how to navigate organizational structures.

Internship, especially for students studying BBA, major in Marketing in their BBA, are like special passes to the professional world. Joining as intern in a bank is a smart move that opens up many advantages. Building professional networks is a crucial aspect of career development, and internships offer BBA students a unique chance to expand their network. Interacting with professionals, supervisors, mentors, and fellow interns provides avenues for creating lasting connections. These networks can be instrumental in securing future job opportunities, gaining industry insights, and seeking guidance for career advancement. Internships serve as a rite of passage, marking the transition from student to professional. BBA students are immersed in a corporate environment where they not only apply academic concepts but also adapt to workplace norms and ethics. The internship experience fosters a sense of responsibility, accountability, and professionalism, molding students into well-rounded individuals ready to embark on their professional journeys.

1.1 Purposes of the Internship

The purpose of my three-month internship at Janata Bank PLC. was to gain hands-on experience in diverse banking departments and contribute my best efforts to the Online Banking Department. One of my primary focuses during the internship was to gather insights into consumer perceptions towards Janata Bank’s online banking services. Specifically, I delved into the experiences of customers utilizing the mobile app known as eJanata. By immersing myself in various departments, I aimed to understand the intricate workings of a financial institution and develop a comprehensive view of the banking industry. In the Online Banking Department, my goal was to actively contribute to the enhancement and optimization of eJanata, Janata Bank’s mobile banking application. This involved not only familiarizing myself with the technical aspects of the app but also engaging with end-users to gauge their experiences, challenges, and feedback. Through this process, I sought to identify areas of improvement and recommend strategies to elevate the overall user experience.

A significant part of my internship was dedicated to conducting surveys and interviews to collect valuable data on consumer perceptions towards online banking at Janata Bank. I focused on understanding the factors influencing customers’ decisions to use eJanata, their satisfaction levels, and any concerns they may have had. This data-driven approach aimed to provide actionable insights that could guide the bank in refining its online banking services to better align with customer expectations.Throughout my internship, I had the opportunity to collaborate with professionals from various departments, fostering a holistic understanding of the banking ecosystem. This cross-functional engagement not only broadened my knowledge but also allowed me to witness firsthand the interconnectedness of different banking functions. I actively participated in team discussions, absorbed industry insights, and applied my skills to real-world scenarios, further refining my abilities in problem-solving and decision-making.In addition to my technical contributions, I also endeavored to strengthen my interpersonal and communication skills. Engaging with customers, gathering their feedback, and effectively communicating findings to the Online Banking Department required clear and concise communication. This experience not only enhanced my ability to articulate complex ideas but also reinforced the importance of customer-centricity in the banking sector.

In conclusion, my internship at Janata Bank PLC. was driven by the dual goals of gaining a comprehensive understanding of the banking industry and contributing to the improvement of online banking services. My focus on the eJanata mobile app and the collection of consumer perceptions aimed to provide actionable insights that could positively impact the bank’s online banking strategy. This internship not only deepened my knowledge of banking operations but also allowed me to apply my skills in a dynamic and challenging environment.

1.1 Description of the Internship Site

I have completed my internship at MK., road Jashore branch of Janata Bank Public Limited Company (JB PLC.). The working environment was really excellent and every employee and staff were very kind and helpful. Detailed discussion of the Jashore branch Janata Bank PLC., are as follows:

1.3 Methodology of the Report

The information in this report comes from two types of sources: primary and secondary sources. Primary data was gathered by the questionnaire, writer through observing credit and deposit techniques and having formal conversations with customers and informal conversations with executives, officers, and employees at Janata Pank PLC. Other part of the information comes from secondary sources like books, publications, online materials, reports published by Janata Bank PLC., other internship reports from various departments.

1.3.1 Primary Source of Data

• Observing and engaging in face-to-face discussions with the bank’s officers,
• Interacting directly with customers, analyzing relevant files.
• Performing deskwork assigned by the respective officers.
• Individual Observation

1.3.2 Secondary Sources of Data

• Report on Janata Bank PLC.
• Annual circulars received from Bangladesh Bank.
• Documents from Janata Bank PLC.
• Information obtained from Janata Bank’s website.

1.4 Structure of the Report

To meet the requirements of my BBA program, I worked as an intern at Janata Bank PLC., MK. Road Jessore branch for three months. This report is a result of my practical experience during this time. The report is divided into four sections. The first part introduces the report, including its purpose, a brief description of the internship site, the methods used, and the overall structure. The second section talks about Janata Bank, providing details like its vision, mission, goals, main offices, organizational structure, employees, and departments. Moving on to the third part, I evaluate my performance during the internship, discuss the perception of consumers about online Bank. Conduct a SWOT analysis, and offer recommendations. Finally, in the fourth section, I conclude the report based on my learning goals. The report follows the APA referencing style in its last part.

PROFILE OF THE INTERNSHIP ORGANIZATION

2.0 Introduction

I did an internship at Janata Bank PLC., specifically at the M.K. road corporate Branch in Jashore. which operates within the government banking sector and follows a common strategy, mission, and vision. There are several operations that Janata Bank PLC. operates and in this report, I’m focusing on the consumer perception of online banking . Let me share some basic information about the bank.

2.1 Brief History of the Organization

Janata Bank PLC. is the second-largest State-Owned Commercial Bank in Bangladesh and plays a vital role in the country’s financial scene. (Janata Bank PLC., n.d.) The bank changed its structure to a limited company in November 2007. In November 15, 2007, Janata Bank PLC was officially registered with the Joint Stock of Registrars and transformed into a public limited company, adopting the name Janata Bank PLC. Since its start in 1972, (Bangladesh Bank, n.d.)With a broad presence, the bank operates through 926 branches all over the country, including four branches in the United Arab Emirates (UAE).

2.2 Mission & Vision of Janata Bank PLC.

2.2.1 Vision Statement of Janata Bank PLC.

Janata Bank Limited aims to be a successful commercial bank by following a consistent growth strategy, offering top-notch financial products, delivering excellent customer service through a skilled management team, and ensuring good corporate governance across its entire banking network. Aspire to be the leading government commercial bank, setting industry benchmarks in financial services and customer satisfaction. Seek to expand our reach globally, becoming an international symbol of excellence in government commercial banking.

2.2.2 Mission Statement of Janata Bank PLC.

To achieve vision Janata Bank PLC is committed to fostering financial stability, promoting entrepreneurship, and contributing to the well-being of the communities.Through transparency, innovation, and ethical practices, JB PLC. aim to be a trusted partner in  customers’ financial journey, aligning with the broader national agenda for economic growth and prosperity.

• Financial Inclusion: Foster economic development by ensuring access to financial services for all segments of society.
• Sustainability: Provide sustainable and responsible financial solutions that contribute to the long-term well-being of our customers and the environment.
• Community Development: Act as a catalyst for local development, supporting initiatives that enhance the socio-economic fabric of the communities we serve.
• Transparency and Integrity: Uphold the highest standards of transparency and integrity in all our operations, fostering trust among stakeholders.
• Innovation: Embrace innovative technologies and practices to enhance the efficiency and effectiveness of our banking services.
• Customer-Centric Approach: Deliver exceptional customer service through a customer-centric mindset, ensuring satisfaction and loyalty.
• Ethical Practices: Conduct business with the utmost ethical standards, maintaining the trust and confidence of our customers and the public.
• National Economic Growth: Align our strategies with the national economic agenda, actively contributing to the overall growth and prosperity of the country.

2.4 Introduction of all the Departments

Janata Bank PLC, also known as JB PLC, is a significant contributor in Bangladesh’s banking sector. As the second-largest state-owned bank, it’s majority of share owned by the government. Like a reliable friend, JB PLC focuses on helping Bangladesh grow economically and socially. It supports businesses and individuals by offering loans and financial assistance. JB PLC provides various deposit options like Janata Hajj Deposit Scheme, Janata Deposit Scheme (JDS), and Janata Millionaire Deposit Scheme (JMDS), along with different remittance services. For individuals, it offers microloans, consumer finance, and special credit choices. For businesses, it helps with short-term capital, trade, and project finance. Overall, JB PLC delivers a wide range of services for both corporate and individual banking needs.

2.4.2 Loan & Advance

• Personal Loan
• House Building/Flat Loan
• Agriculture Loans
• Working Capital Loan
• Green Financing
• Rural Credit Tannery Trading
• Janata Bank Limited Single House Construction Loan and Apartment Purchase Loan
• Consumer Financing
• Education Loans
• Janata care-Healthcare Loans
• Janata support-Special Loan for Pensioners
• Specialized Loans (Women Entrepreneurship Development, Small Traders, Handloom Loans, etc.)

2.4.3 Services

• e-Service
• e-GP Payment Service
• e-Janata

• Cash Services
• ATM Service
• JB PIN Cash

• Fund Transfer
• BEFTN   
• JB Remittance
• RTGS
• SWIFT

• Other Services
• Automated Challan System
• SMS Alert Service
• National Savings
• Online Banking
• Locker Services
• Utility Bill Collection
• One Stop Service

2.7 Structural Attractiveness of The Market

Janata Bank PLC, a prominent government bank in Bangladesh, stands as the second-largest state-owned commercial bank in the country, its structural attractiveness rooted in a combination of key factors. Operating a vast network of 926 branches nationwide and extending its reach with four branches abroad, the bank strategically positions itself to serve diverse market segments. With an impressive capital base of 62,836.75 core Taka, Janata Bank PLC not only establishes financial stability but also possesses the resilience to navigate challenges and capitalize on growth opportunities. The robust financial performance further underlines its market appeal, with an operating profit of 9281.26 core Taka and a Profit After Tax and Provision totaling 1133.43 core Taka. These financial indicators not only attract investors but also signify the bank’s operational efficiency and adaptability to market dynamics. A distinctive aspect contributing to Janata Bank PLC’s structural attractiveness lies in its reputed operation in import and export payment. In a nation where international trade plays a pivotal role in economic activities, the bank’s specialization in facilitating seamless cross-border transactions aligns with the broader economic landscape. The strategic focus on import and export payments positions Janata Bank PLC as a crucial player in supporting businesses engaged in global commerce, contributing significantly to the bank’s market prominence. Furthermore, the global expansion initiative with four branches in the United Arab Emirates demonstrates Janata Bank PLC’s forward-thinking approach. This international footprint not only diversifies the bank’s revenue streams but also exposes it to markets with different economic dynamics, enhancing its overall resilience and attractiveness. As the regulatory environment significantly influences a bank’s operations, being a government bank provides Janata Bank PLC with stability and support, contributing to its structural attractiveness.

In conclusion, Janata Bank PLC’s structural attractiveness in the market is underpinned by its extensive national and international presence, substantial capital base, commendable financial performance, strategic focus on import and export payments, and adept global expansion strategy. Positioned as a key player in Bangladesh’s banking sector, the bank’s holistic approach aligns with the country’s economic and trade dynamics, solidifying its status as a pivotal institution in the nation’s financial landscape.

2.8 Summary of the Chapter

Janata Bank PLC., positioned as one of Bangladesh’s leading government banks, plays a vital role in the economic landscape of the developing nation. The bank’s mission, vision, and strategy, reflecting its operational policies. the bank has 12,173 employees all over the country. And all the branches are regulated by the main office 110, Motijheel C/A Dhaka-1000.Board of Directors of the bank  is responsible for setting policies and making strategic decisions for the organization. This governance structure aligns with the bank’s commitment to transparency and accountability. In summary, Janata Bank PLC., emerges as a cornerstone of Bangladesh’s financial sector, embodying a commitment to customer-centric services, transparent governance, and strategic decision-making.

FINDINGS AND RESULTS

3.0 Introduction

Internship program is the most crucial part for BBA (Bachelor of Business Administration) students, offering a gateway from classrooms to the dynamic world of business. These experiences are not just a degree requirement list; they are pivotal for personal and professional growth. Firstly, internships provide a chance to put the theories and concepts learned in classrooms into action. It’s like moving from reading about swimming to taking those first strokes in the pool. The real-world application of knowledge is where the magic happens, deepening understanding and building practical skills. Skill development is another option that internships offer. Internships also open the door to industries and fields of study, giving students a backstage pass to the business world. You get a close-up look at how things work, the challenges companies face, and the strategies they use to overcome them. Networking is another treasure that comes with internships. You meet professionals, mentors, and fellow interns who become part of your professional circle. These connections can lead to mentorship, job opportunities, and a deeper understanding of the industry. (Nupur, 2010) (Khondkar, 2006). (AU, 2015)

3.1 Description of Internship Program

I applied for an internship at Janata Bank PLC., at MK road Jashore corporate Brance, eager to meet the requirements for my BBA degree, aiming to gain practical knowledge. Starting from November 05, 2023, and wrapping up on February 05, 2024, the internship covered the necessary three-month period. This experience not only fits my academic needs but also shows my dedication to understanding the real workings of the financial sector. It’s been a valuable opportunity to apply what I’ve learned in the classroom to the actual challenges of the banking world. During internship period, among several department of the bank I chose online banking to work and found many strength, weakness, opportunity, threat to continue and possible recommendation for some problems which are described here.

3.2 Position and Responsibilities as An Intern of the Organization

As an intern in a banking organization, my position involved supporting various functions to gain hands-on experience in the banking world. I assisted with customer transactions, helping clients with account inquiries and processing financial transactions accurately. Additionally, I engaged in tasks related to several duties, such as organizing documents and maintaining records. Learning about the bank’s products and services, I played a role in providing information to customers, contributing to a positive and helpful banking experience. Through collaboration with experienced professionals, I gained insights into the daily operations of the bank, enhancing my understanding of the financial industry. My responsibilities also included staying updated on industry regulations and ensuring compliance in all activities. Overall, my internship positioned me to learn, contribute, and grow within the dynamic environment of the banking sector.

3.2.1 Account opening and Deposit Section

At the first day of my internship program I was assigned to account opening and cash deposit section under the supervision of samsurnahar Mukta and Mst. Nurunahahar . In accounts opening, I assisted customers in the process of setting up new accounts, ensuring all required documentation was complete. Handling cash deposits, I accurately processed transactions, providing a seamless experience for clients. Customer interaction was a significant aspect of my role, where I addressed inquiries, guided them through banking services, and resolved issues promptly. This hands-on experience enhanced my understanding of customer needs and the importance of efficiency in account-related processes. Overall, my responsibilities in accounts opening, cash deposits, and customer handling contributed to fostering positive relationships and delivering quality service within the banking environment.

3.2.2 Credit Management Section

After one month I was assigned to credit management section under the supervision of MD. Abdul Ahab. As an intern I had some limitation, I was not allowed to do some task that performed by their employees. Credit management section is a sensitive department among all the department of the banks. Because a bank’s reputation, public image, profit, capital growth highly depend on this section. My supervisor was very kind and cooperative person he taught me how credit management work in a bank and banking industry. He taught me how to reviewing and processing loan applications, ensuring compliance with established policies and regulatory requirements. I actively participated in evaluating the creditworthiness of individuals and businesses applying for loans. This involved analyzing financial statements, credit histories, and assessing the ability to repay. I learned to use credit scoring systems and assisted in preparing reports for my supervisor.

3.2.3 Online Banking Section

Last month I was assigned to online banking section under supervision of Al Mamun Hasan and also I found my interest in this section to work. During my internship in the Online Banking section ,I played a crucial role in facilitating the digital interactions between the bank and its customers. My primary responsibility was to assist customers in navigating the online banking platform, ensuring a user-friendly experience. I actively engaged in educating customers on various online banking services, including account management, fund transfers, and bill payments. I addressed customer inquiries related to digital transactions and guided them through the steps of utilizing online tools, enhancing their confidence in digital banking. In collaboration with the Online Banking team, I participated in the continuous improvement of the platform’s user interface and functionality. This involved gathering user feedback, identifying areas for enhancement, and contributing to discussions on optimizing the customer experience. I learned about the importance of cyber security measures, understanding how encryption protocols and multi-factor authentication ensure the security of online transactions. Furthermore, I assisted in resolving customer issues related to online banking, providing timely support and troubleshooting assistance. This hands-on experience allowed me to grasp the intricacies of digital banking technologies and the importance of prompt customer service in the online realm.(Ahmed, 2008) In essence, my role in the Online Banking section not only provided me with a comprehensive understanding of digital banking but also allowed me to contribute to the seamless integration of technology into the banking services offered to customers. It was a valuable experience that highlighted the significance of user-friendly interfaces, and responsive customer support in the ever-evolving landscape of online banking. (EJanata, n.d.)

3.3 Consumer Perception Towards Online Banking

During my internship period i was assigned in various department to work and gather knowledge at Janata Bank PLC. MK road, corporate branch, Jashore. Among several department I want to focus and describe my learning experience on a specific department. I have chosen online banking in which I found my interest more than other department.(Mondal & Saha, 2013) In this department I have gathered lots of experience about how online banking system works, how to convince a consumer to use online banking technology, what consumer thinks about online banking.

3.4 Major Findings

To gather knowledge about consumer perception towards online banking, I collected data from my branch customers using questionnaires through Email and self-interaction. I was able to collect data from 170 customer.

The Frequency of Consumer Usage of Online Banking Services

The frequency of consumer use of online banking services. It shows that 51% of consumers use online banking services daily. This means that more than half of the consumers surveyed use online banking services at least once a day. The next largest segment is labeled “weekly” and accounts for 25% of the total. This means that about one in six consumers use online banking services every weekly. 17% use them monthly, this means that about one in four consumers use online banking services at least once a month. The smallest segment is 7% rarely use them, this means that a small minority of consumers use online banking services rarely or never.

Consumer Perceptions of Transaction Speed: A Comparative Analysis between Online and Traditional Banking

The results of a survey that asked 170 respondents about their perceptions of transaction speed between online and traditional banking. The results represent that 61% of respondents strongly agree that online banking is faster than traditional banking. 25% of respondents agree that online banking is faster than traditional banking. 11% of respondents are neutral on the issue of transaction speed between online and traditional banking. 2% of respondents disagree that online banking is faster than traditional banking. 1% of respondents strongly disagree that online banking is faster than traditional banking.

As you can see, the vast majority of respondents (86%) believe that online banking is faster than traditional banking. Only a small minority (3%) disagree with this statement. These results suggest that consumers perceive online banking to be a much faster way to complete transactions than traditional banking.

Assessing Cost Differences in Transactions between Online Banking and Traditional Banking:

52% respondent is Strongly agree that online banking is cheaper than traditional banking. 28% respondents  Agree that online banking is cheaper than traditional banking.13% respondents Neutral on the issue of cost differences between online and traditional banking. 7% respondents Disagree that online banking is cheaper than traditional banking.

Overall sentiment suggests that a majority of respondents (80%) perceive online banking to be cheaper than traditional banking. This is because 52% strongly agree and 28% agree with the statement. Neutral and disagreeing respondents: A relatively small percentage of respondents (20%) either have no strong opinion (13% neutral) or disagree (7% disagree) with online banking being cheaper. Interestingly, there were no respondents who strongly disagree.

Consumer Sentiments: Assessing the Convenience of Online Banking for Daily Financial Activities

24% of respondents strongly agree that online banking is convenient for daily financial activities. 55% of respondents agree that online banking is convenient for daily financial activities. 15% of respondents are neutral on the issue of convenience of online banking for daily financial activities. 3% of respondents disagree that online banking is convenient for daily financial activities. 3% of respondents strongly disagree that online banking is convenient for daily financial activities.

The majority of respondents (79%) believe that online banking is convenient for daily financial activities. Only a small minority (6%) disagree with this statement. These results suggest that consumers perceive online banking to be a convenient way to manage their finances on a daily basis.

Technical Problem Consumer Experiences with Online Banking

The percentage of people who have experienced technical problems with online banking. 75% of consumers never experience technical problems with online banking. This means that these consumers have never had any problems using online banking. 18% of consumers occasionally face technical problems with online banking. This means that these consumers experience problems sometimes, but not always, when they use online banking.7% of consumers always face technical problems with online banking. This means that these consumers experience problems every time they use online banking.

Evaluating the Ease of Online Banking Uses:

The results of a survey that asked 170 respondents about their ease of use of online banking. The results show that,20% of respondents strongly agree that online banking is easy to use.48% of respondents agree that online banking is easy to use.18% of respondents are neutral on the issue of ease of use of online banking.12% of respondents disagree that online banking is easy to use.2% of respondents strongly disagree that online banking is easy to use.

Consumers Confidence in Online Banking Security Measures

The responses of 170 consumer regarding their online banking security concerns. 50% (19% + 31%) of respondents feel confident or very confident in online banking security measures. This suggests a majority trust the security measures implemented by their banks. 41% of respondents feel neutral about online banking security. This group might not have strong opinions or have mixed experiences with security features. 9% of respondents are not confident in online banking security measures. This minority expresses concerns about potential vulnerabilities or risks associated with online banking.

While a sizable majority expresses some level of confidence, a non-negligible number remains unsure or apprehensive, highlighting the importance of continuous efforts in strengthening online banking security and building trust.

Evaluating Customer Support Services In Terms Of Online Banking:

The results of a survey that asked 170 respondents about their satisfaction with the customer service of online banking. 12% of respondents are very satisfied with the customer service of online banking. 22% of respondents are satisfied with the customer service of online banking. 47% of respondents are neutral about the customer service of online banking. 13% of respondents are dissatisfied with the customer service of online banking. 6% of respondents are very dissatisfied with the customer service of online banking.

As you can see, the majority of respondents (56%) are either satisfied or very satisfied with the customer service of online banking. However, a significant minority of respondents (19%) are either dissatisfied or very dissatisfied. These results suggest that there is room for improvement in the customer service of online banking.

3.5 SWOT Analysis of Janata Bank PLC.

SWOT analysis is a strategic planning tool used by individuals, businesses, and organizations to identify and evaluate their Strengths, Weaknesses, Opportunities, and Threats. The primary goal of a SWOT analysis is to provide a comprehensive overview of an entity’s current situation, helping to inform strategic decision-making. By understanding internal strengths and weaknesses, as well as external opportunities and threats, organizations can develop strategies to capitalize on their strengths, address weaknesses, seize opportunities, and mitigate potential threats.(Siddik et al., 2016)

3.5.1 Strength

Strengths are the internal factors that give an organization an advantage over others. Strengths could include a strong brand, skilled workforce, efficient processes, or unique resources that set the organization apart. Janata Bank PLC. has strong brand reputation as Bangladesh’s 2^nd largest commercial government bank. In terms of online banking:

• Customers can access their accounts, perform transactions, and manage finances from the comfort of their homes.
• Online banking systems often result in cost savings for both the bank and its customers.
• Online banking systems offer a comprehensive suite of financial services, including fund transfers, bill payments, account management.
• Users can instantly transfer funds, check balances, and receive transaction alerts.

3.5.2 Weakness

Weaknesses are internal factors that may hinder an organization’s performance or put it at a disadvantage compared to others. Weaknesses could include a lack of resources, outdated technology, or ineffective processes. Janata Bank PLC. has some limitation that hinder the growth of online banking activities they are:

• Technological Barriers like poor internet connectivity, outdated devices, or lack of digital literacy
• Security Concerns like breaches can severely damage the reputation of the online banking system.
• Dependence on Infrastructure such as outages or slowdowns, may hinder users’ ability to access services, leading to frustration and potential service interruptions.

3.5.3 Opportunities

Opportunities are external factors that the organization could exploit to its advantage. Opportunities could be emerging markets, technological advancements, changes in regulations, or new trends that the organization can leverage. Janata Bank PLC. has same opportunities in its online banking sector:

• Technological Advancements such as artificial intelligence and blockchain, can enhance the capabilities of online banking systems.
• Global Expansion reaching customers beyond geographical boundaries. This can be facilitated by partnerships with international financial institutions and adherence to global regulatory standards.

3.5.4 Threats

Threats are external factors that could pose a risk or challenge to the organization. Threats may include competition, economic downturns, changes in consumer behavior, or regulatory hurdles. Janata Bank PLC., could  face some following threats:

• Cyber security Threat such as  Phishing attacks, ransomware, and other malicious activities can compromise sensitive customer information, leading to financial losses and reputational damage.
• Regulatory Compliance like Changes in regulations or non-compliance with existing ones can result in legal consequences, fines, and disruptions to services.
• Competition from FinTech Startups like The rise of agile and innovative FinTech startups poses a threat to traditional online banking systems.

3.6 Problem Identification & Recommendation

As an intern here at Janata Bank PLC., corporate branch jashore, I’ve been taking notes and learning the ropes. I’ve noticed a few areas where they can make some improvements to make things even better for customers and themselves. Here I will suggest some recommendation based on problem identified

Problem Identification:

• I’ve noticed that there’s quite a bit of paperwork making the rounds. It’s like a paper party in here! This can make things slow, and honestly, it’s not super eco-friendly.
• Sometimes customers getting a bit confused about their services. Which desk offer the expected service of the customer.
• Lack of infrastructure for online banking system.
• Delayed update of information to website.
• In terms of online banking the number of feature is limited than other bank offer.
• Slow response of customer care service in online banking

Recommendations

• Reduce the paper clutter by moving things online. Digital approvals, electronic documents.
• Adding some friendly guides and online support can help our customers feel more confident when they interact with employee.
• Need to build more infrastructure to ease the working process.
• Quick update of information to website on daily basis.
• Need to increase feature and adding up new invention in online banking.
• Customer care service providers should be more responsive.

3.7 Summary of the Chapter

In this chapter i have broadly explained the consumer perception towards online banking of Janata Bank PLC. I performed a survey to 170 consumers of JB PLC., MK road corporate branch Jashore through questionnaire. The survey result shows different meaningful insight about consumer perception of online banking. This study could help JB PLC., to better understand about their consumer, consumer want and preferences. I also discussed SWOT analysis over the organization. During internship period i found many problem in this chapter I have also discussed about that problem and provide some valuable recommendation that may help JB PLC., If they want to overcome those problem.

CONCLUSION

4.0 Conclusion

My 120-day internship at Janata Bank PLC. has been quite a ride! This bank located at MK. Road in Jashore, the 2nd largest government commercial bank. Let me share a bit about my journey and what I found out during my time here. During my tenure, the bank’s commitment to providing a holistic banking experience became evident as I navigated through various departments. In the first month, I delved into the intricacies of the account opening department, witnessing the initial touchpoint of customer interaction. This experience laid the foundation for understanding the importance of customer-centric services and the need for streamlined processes in ensuring a positive onboarding experience. The second month ushered me into the realm of credit management, a vital aspect of banking operations. Here, I grappled with the intricacies of risk assessment, loan approval processes, and the critical balance between financial prudence and customer support. It became clear that effective credit management is not merely a financial exercise but a delicate dance that influences the bank’s financial health and customer relationships. In the final leg of my internship, I immersed myself in the online banking department during the third month. This experience was marked by a technological whirlwind as I explored the bank’s digital landscape. The prominence of online banking in today’s fast-paced world was unmistakable, highlighting the need for continuous innovation, robust cybersecurity, and user-friendly interfaces.(Rahman, 2009) The online banking department demonstrated the bank’s commitment to adapting to the evolving needs of its tech-savvy clientele.(Hasan et al., 2010)

As part of my internship responsibilities, I conducted a SWOT analysis to unravel the organizational dynamics of Janata Bank PLC. This comprehensive assessment illuminated the bank’s internal strengths, weaknesses, external opportunities, and potential threats. Janata Bank PLC. boasts a robust infrastructure and a legacy of serving the nation. Its extensive branch network, skilled workforce, and diverse range of financial products position it as a formidable player in the banking sector. The bank’s commitment to financial inclusion and its role as a catalyst for economic growth emerged as key strengths. The analysis also shed light on certain weaknesses, notably the need for technological upgrades in some areas and procedural enhancements to streamline internal processes.(Sarker et al., 2020) Addressing these weaknesses would contribute to enhanced operational efficiency and a more seamless customer experience. In the realm of opportunities, embracing technological advancements, expanding digital banking services, and capitalizing on emerging markets stood out. The bank’s strategic alignment with global trends and innovative financial solutions could unlock new avenues for growth.(Shamsus Sadekin, 2016) The SWOT analysis underscored potential threats such as increased competition from FinTech startups, evolving regulatory landscapes, and cybersecurity challenges. Proactive measures in risk management and compliance were identified as crucial to mitigating these threats.(Htay et al., 2013)In addition to the internal analysis, I embarked on a survey to gauge consumer perceptions of Janata Bank PLC.’s online banking services. The responses provided valuable insights into the strengths and areas for improvement in the digital domain.

As I conclude my internship at Janata Bank PLC., I am filled with gratitude for the myriad experiences and lessons bestowed upon me. The journey has deepened my understanding of the banking sector, the intricate balance between tradition and innovation, and the significance of customer satisfaction in fostering long-lasting relationships. Janata Bank PLC. stands at the crossroads of tradition and modernity, armed with the strengths of a venerable legacy and the determination to adapt to the digital age. The SWOT analysis provides a strategic compass, guiding the bank towards leveraging its strengths, addressing weaknesses, seizing opportunities, and mitigating threats.(Alam et al., 2007) The insights gained from the consumer survey echo the importance of a customer-centric approach in the digital realm. By incorporating these suggestions, Janata Bank PLC. can further enhance its online banking offerings, ensuring they resonate with the evolving expectations of its diverse customer base. I am confident that Janata Bank PLC., will continue to evolve, embracing innovation, fostering financial inclusion, and navigating the dynamic landscape of the banking industry with unwavering commitment. The experiences gained and lessons learned during this internship will forever remain etched in my professional journey, serving as a foundation for future endeavors in the dynamic world of banking and finance.