CHAPTER -1 INTRODUCTION 1.0: Introduction: While doing the report the pragmatic knowledge about an organization is obtained .

It is a process to introduce a preliminary knowledge in our mind. The huge gap between the practical and theoretical knowledge is minimized from such experien ce. As an obligatory part for completing BBA program, we went several times to g ather information in Jamuna Bank Limited (JBL), Chistia market branch for severa l times.. Though we experienced all the departments in the bank, the main object ive of our report was focused on general banking and find out the service market ing mix of Jamuna Bank Ltd. It gave us an overall ideas of the 7 Ps (Product ele ments, Price & other user outlets, Place & time, Promotion & Education, Physical elements, People, Process) customer service division which deals with account h olders and customers, cash section and accounts division which makes the banking activities smoother and prompt.

1.1: Objectives of the Report: This report was prepared primarily for the fulfillment of the Services Marketing (MKT-606) which is an essential part of the Masters of Business Administration at ASA University. The main objectives of the report are: Broad Objective: To study about the Jamuna bank and analyses its service marketing mix. Broad Objective: To study about overall activities of The JBL. To analyze the 7ps of the organization. To identify problems of marketing offer of the JBL. What KYC is and how it is done in JBL. To recommend appropriate solutions. 1.2: Methodology: The methodology of this report consisted of several criterions. Practical observ ation was emphasized. Almost the entire report consisted of our practical observ ation. While preparing the report, we gathered our information from the followin g sources: JBL profile JBL Annual report Website of JBL General banking manual Personal interview 1.3: Limitation of the study: There are certain limitations which are prevalent in the study. The limitations

were as follows: There were some irrelevant works to be done. Another department might seek help because of lack of employees in the branch. The time constraint was a big factor. There were limited numbers of literature or secondary data available on this res earch.

CHAPTER -2 PROFILE OF THE ORGANIZATION 2.0: Background of the organization: Jamuna Bank Ltd.( JBL), the only prevalent Bengali name, among the private comme rcial banks operating in Bangladesh, is a Banking Company registered under the C ompanies Act, 1994 with its Head Office situated at Printers Building (2nd & 8t h Floor), 5, Rajuk Avenue, Dhaka-1000. The Bank commenced its operation from 3rd June 2001. Jamuna Bank Ltd. was established by a group of winning local entrepr eneurs conceiving an idea of creating a model banking institution with different outlook to offer services to the valued customers, a comprehensive range of fin ancial services and innovative products for sustainable mutual growth and prospe rity. The sponsors are reputed personalities in diverse trade sectors, commerce and industries. The bank is currently operating with 23 branches all over Bangla desh. JBL is an enlisted banking company in the DSE (Dhaka stock exchange) which went public in the year 2006. The sponsors of Jamuna Bank Ltd. are highly successful leading entrepreneurs of

the country having stakes in different segments of the national economy. They ar e eminent industrialists & businessmen having wide business reputation both at h ome & abroad. JBL is a highly capitalized new generation bank with an authorized capital and p aid up capital of Tk. 1600.00 million and Tk. 858.00 million respectively. The e quity of the bank stands at Tk. 1322 million.

2.1:Company Mission & Vision The Bank is committed to satisfying diverse needs of its customers through an ar ray of products at a competitive price by using appropriate technology and provi ding timely service so that a sustainable growth, reasonable return and contribu tion to the development of the country can be ensured with a motivated and profe ssional work-force. To become a leading banking institution and to play a pivotal role in the develo pment of the country. 2.2: Structure of the organization: 2.2.1: Management: The sponsors of Jamuna Bank limited are leading entrepreneurs of the country hav ing stakes in different segments of the national economy. Jamuna Bank ltd is man aged by highly professional people. The present managing director of the bank is a forward-looking senior banker having decades of experience and milti-discipli ne knowledge to his credit both at home and abroad. He is supported by an sophis ticated and skilled professional team with diversified experience in finance and banking. JBL already achieved tremendous progress within a short period of its operation. The bank is already ranked as one of the quality service providers & known for its reputation. Mr. Fazlur Rahman is currently the chairman of the ban k. In every two years, the chairman is elected among the founding sponsors of Ja muna Bank. There are 13 members in the board of directors in JBL who get elected from the founding 20 members by rotation. 2.2.2: Board of Directors & Sponsors: Chairman 1. Mr. Md. Fazlur Rahman Vice Chairman 2. Mr. Shaheen Mahmud Directors 3. Mr. Al-Haj M. A. Khayer 4. Mr. Engr. Md. Atiqur Rahman 5.Mr. Arifur Rahman 6. Mr. Golam Dastagir Gazi, Bir Protik 7. Al-Haj Md. Rezaul Karim Ansari 8. Mr. Md. Belal Hossain 9. Md. Sirajul Islam Varosha 10.Mr. Md. Mahmudul Hoque 11. Mr. Md. Irshad Karim 12. Mr. Farhad Ahmed Akand 13. Mr. Anindya Majumder

Sponsors 1. Mr. Engr. A. K. M. Mosharraf Hussain 2. Mr. Al-Haj Nur Mohammed 3. Mr. Md. Tajul Islam 4. Mr. Sakhawat, Abu Khair Mohammad 5. Mr. M. N. H. Bulu 6. Mr. Md. Ismail Hossain Siraji 7. Mr. Gazi Golam Murtoza Managing Director Mr. M. Nazrul Islam Company Secretary Mr. Kazi Fariduddin Ahmed, FCA Senior Executive Vice President 2.2.3: Management Structure of Jamuna Bank Limited: JBL has a tall management structure where the span is long and it is centralized . The banking decision is mainly determined by the chairman, board of directors, chief advisor (Appointed by the bank) and the managing director of the bank. Th e managing director and senior executive vice president (SEVP) control all the b ranches of Jamuna bank Ltd. Under their supervision, the branches are operated b y the executive vice presidents who have a direct relation with the higher autho rity. Thereafter senior vice presidents (SVP), vice president and senior assista nt vice president (SAVP) comes. First vice president (FVP) works under SAVP and need to access to the authority through him. Similarly, assistant vice president (AVP) works under the former ranked officer. In this way, the officers work chr onologically in supervision of the higher authorized officer. But the reporting gets changed when it comes to senior executive officer (SEO), executive officer (EO), and first executive officer (FEO) and so on. All these employees report to the vice president ranked officers depending on the nature of works and branche s. The management structure of JBL is conceptualized in the following page:

The management structure of JBL

2.2.4: Branches of the Bank:

JBL is currently operating with 23 branches, including six rural branches. Anoth er six branches will be open soon. List of branches of Jamuna Bank Limited are g iven below: Mohakhali-Dhaka Sonargaon Road-Dhaka Moulivi Bazar-Dhaka Dilkusha- Dhaka Shantinagar- Dhaka Gulshan- Dhaka Dhanmondi- Dhaka Naya Bazar- Dhaka Foreign Exchange- Dhaka Chistia Market- Dhaka Goala Bazar-Sylhet Agrabad-Chittagong Beani bazaar-Sylhet Sylhet-Sylhet Mohadevpur-Naogaon Naogaon- Naogaon Khatunganj-Chittagong Konabari- Gazipur Bhatiyari-Chittagong Bogra-Bogra Baligaon Bazar-Munshigonj Narayanganj- Narayanganj

2.2.5: Correspondent Banking Relationship: To provide clientele services in respect of international trade, it has establis hed banking relationship with 461 correspondent banks in 107 countries covering major trade and financial centers at home and abroad. 2.2.6: Corporate Slogan: Your partner for growth.

2.3: Culture of the organization 2.3.1: JBL corporate culture: Employees of JBL share certain common values, which help to create a JBL culture The client comes first Search for professional excellence Openness to new ideas and new methods to encourage creativity Quick decision making Flexibility and promote response A sense of professional ethics 2.3.2: Islami banking: Jamuna Bank has started its Islamic banking, based on the principle of Islamic s hariah. It has opened two Islamic banking branches at Nayabazar, Dhaka and jubil ee road, Chittagong, more Islamic branches are planned to be opened. To conduct the Islamic banking of JBL, a shariah board comprising eminent Islamic thinkers and intellectuals of the country has been formed.

2.3.3. Growth index & future plan: Dealing room service for corporate customers and high net worth individuals Introducing more innovative product and services Opening new branches including Islamic banking branch Expansion of business network at home and abroad. JBL has registered a steady growth in all spheres of its operations and expects to attain better results in the days ahead. FINANCIAL INDICATORS FOR 2005 (Fig in MILLION) Assets Amount Liabilities ( Fin in million) Amount Cash in hand Balance with Bangladesh bank Balance with other banks and financial institution Money at cal on short notice Investment: Loans and advances: Fixed assets Others assets 152 659 2443 60 2038 11012 106 394 Borrowings Deposit and other accounts Other liabilities Total liabilities Paid up capital Statutory reserve Surplus in profit and loss A/C Total shareholders Equity 868 14454 735 16057 429 150 228 807 Total assets 16864 Total liabilities and shareholders equity

16864

2.4: Function of the organization General Banking:

A commercial bank consists of a few departments which perform diverse operations , namely, foreign exchange division, General banking division and Credit divisio n. The foreign exchange division deals with the inflow and outflow of foreign cu rrencies in the bank. Again, the credit section deals with the loan and other fa cilities. Last but not least, General Banking department is considered to be the core function of Bank which operates the day to day transactions. it takes the deposit from the customers and their demand for cash honoring their cheque .The department is very rush and the employee here are too upgrade too their duty. Th ey pass entry of every transaction within the day. It opens new accounts, remit funds, issue bank draft and pay order, etc. Since Bank is confined to provide th ese services everyday, general Banking is known as Retail Banking. Different Departments of General Banking As mentioned earlier, general banking department revolves around several operati ons which could be classified and put into several parts. The five major parts i n the general banking department in different branches are as follows: Account opening & Dispatch section Clearing section Cash section Q-Cash section Remittance Accounts section 2.4.1: Account opening & Dispatch section: Account opening is considered to be the gateway to the bank since it turns a nor mal customer of the bank to its potential client. The relationship between a ban ker and its client begins with the opening of an account by the customer. For th is, account opening is considered the most important function of a commercial ba nk. All banks generally maintain a separate department to open accounts which is the customer service department. An officer is appointed to take care of the op ening of the accounts and its relevant affairs. The function of accounts opening department can be classified into the following three categories: Supplying various accounts related information to the customers. Opening of account Issuing cheque books. Supplying various accounts related information to the customers: When a customer comes to open an account with a bank, s/he needs to be informed about various information relating to account opening. Account opening departmen t enthusiastically provides necessary information to the customer. Following information is supplied to the customer depending on their requirement s: Type of accounts maintained by the bank Requirements/Necessary formalities for opening each type of accounts Eligibility to open an account.

Types of accounts maintained by JBL: Accounts based on operations as under: Current Account (CD A/C) Short Term Deposit Account (STD A/C)

Savings Bank Account (SB A/C) Fixed Deposit Receipt Account (FDR A/C)

Accounts based on Nature of Customers as under: Single/Individual Account Joint individual Account Sole Trader/ Proprietorship Account Partnership Account Company Account etc. Savings accounts are opened for single/individual and joint individual customer. Business organizations/enterprises are not allowed to open savings account. Requirements/Necessary formalities for opening each type of accounts: Single/Individual Savings Bank Accounts: Introduction of customer (Must be either by an account holder (SB/CD A/C) or an employee of the bank. Photographs-Two copies (attested by the Introducer) Photocopy of valid passport/Citizenship Certificate from Chairman or Ward commis sioner/Certificate from the employee of the bank. Add: Transaction Profile Signature on Money laundering Circular Joint savings account: No additional requirements/formalities other than the Single/Individual Savings Bank Accounts. Single Individual/Joint CD A/C Requirements/Formalities as like as SB A/C, except here introducer must be a CD A/C holder of the bank. Proprietorship CD A/C Introduction of the customer (Must be by a CD A/C account holder or an employee of the bank. Photographs- (Two Copies) of the proprietor. Valid Trade License. Company Seal. Photocopy of valid passport of the proprietor/Citizenship/ Certificate from Chai rman or Ward commissioner/Certificate from the employee of the bank. Add: Transaction Profile Signature on Money laundering Circular Signature on KYC form

Partnership CD A/C Introduction of the partners (Must be by a CD A/C account holder or an employee of the bank. Photographs- (Two Copies) of every partner. Valid Trade License.

 Seal. Partnership deed registered/Notarized on TK.1000 stamp according to partnership act. Date of incorporation. Photocopy of valid passport of the proprietor/Citizenship Certificate or Identit y Certificate from Chairman or Ward commissioner/Certificate from the employee o f the bank. Partnership Letter. Add: Transaction Profile Each partners Signature on Money laundering Circular Each partners Signature on KYC form

Limited Company A/C Introduction (Must be by a CD A/C account holder or an employee of the bank Photographs- (Two Copies) Valid Trade License Company Seal Resolution of the Company on companys letterhead Certified and attested copy (attested by MD or Chairman) of Memorandum of Associ ation and Articles of Association Certified and attested copy of Certificate of incorporation List of Directors Photocopy of valid passport/Citizenship Certificate or Identity Certificate from Chairman or Ward commissioner/Certificate from the employee of the bank. Form 117 instead of Form XII if there is any change occurred in the board of Dir ectors Add: Annexure E: Identification of Directors and Authorized Signatories Annexure D: Directors Signature on KYC form Transaction Profile

Eligibility to open an account. Anyone capable of entering into a valid contract can open an account with the ba nk. A minor can also open an account under guardianship or alone if s/he is at l east 12 years old. But a minor is not allowed to open a current account. Lunatic, Insolvent person/Drunker/Liquidator/Any other individual or organizatio n by law cannot open an account with bank.

Opening Opening fferent upplies

of account of an account involves certain formalities, which varies according to di types of accounts as well as various categories of customers. The bank s following printed forms during opening an account of a customer:

Account opening Form Specimen Signature Card Deposit Slip Cheque Book Requisition Slip KYC Profile Form Transaction Profile Form Customers are requested to read all the instructions carefully and then fill up the forms properly. Account opening officer must have to check all the forms or documents i.e. whether the customer duly signs them where necessary. The introdu cer must introduce the customer by putting signature in the space provided on th e account opening form.

Account opening procedure: After completion of all the formalities by the customer, the bank officials have to perform the following functions chronologically: Scrutinizing account opening form and Specimen signature card Getting the approval of accounts by authorized officer Putting account number on the form

Putting entry in the account opening register Posting all the account information in the computer Issuing a cheque book Maintaining all relevant papers/documents in separate file in the name of the ev ery account holder Sending the specimen signature card to the cash department Sending a thanks giving letter to the New account openers address

Maintaining all relevant papers/documents in separate file in the name of the ev ery account holder

Issuing cheque books. A chequebook is issued to the customer at the time of the account opening or may by issued after 2-3 days from account opening. And additional chequebook is iss ued at the request of the customer according to his/her necessity. Followings are the formalities during issuing a chequebook: Getting the chequebook requisition slip signed by the account holder By verifying the signature, issuing the chequebook Writing down the account number on each leaf of the chequebook Making entry to the cheque issue register Supplying the cheque book to the account holder after getting proper acknowledge ment from the account holder

JBL Deposit Products: The client can maintain different types of deposit accounts i.e. Current, Saving s, STD, FDR, and Foreign currency Account according to his necessity and conveni ence Monthly Saving Scheme: It is said that small savings can build up prosperous future. MSS (Monthly savin gs scheme) provides the customers an opportunity to build up savings over time. Depositors can take the advantage of this deposit scheme by depositing certain a mount on monthly basis in 3, 5 or 10 years time. The monthly savings scheme boas ts of certain terms and conditions: Monthly installment may be Tk. 500, 1000, 1500, 2000, 3000, 5000 and 10000. This deposit shall be for the period of 3 years, 5 years and 10 years. On maturity profit with principal shall be withdrawn. The depositor will earn profit with principal against specific installment as fo llows. Specific form to be filled up to open this account. No introducer of photographs of the deposit shall be required to open such account. Only picture of nominee shall be attached with form. The depositor can choose any of the monthly installment. Once the account is ope ned the depositor cannot change the installment amount. Depositor may use online facility to deposit his installment at any branch. Any customer can open more than one account in the same branch with different in

stallment. Minor can open accounts under this scheme. But minors account will operate his l egal guardian. Payment at maturity will be made after one month of the last installment payment date. If the depositor wants to encash his deposit before maturity normal savings rate will be paid. But no interest shall be paid if such encashment is made before 6 months. Installment amount shall be deposited within 10-th day of each month. Customer m ay also deposit installments on next working day if 10th is holiday. Double/Triple Growth Deposit scheme: A client can avail the facility of making his/her deposit double and triple keep ing deposit in 6 and 9.5 years respectively. The double/ triple growth deposit s cheme boasts of certain terms and conditions: Minimum Tk. 100000 or any multiple of this amount may be deposited to open this scheme A/C. This deposit shall be accepted only for the period of 9.5 years. The depositors must maintain a savings or current account with any of the branches of JBL. Deposit receipt will be issued to the customer while receiving deposit. Any Bangladeshi above 18 years of age can open this account. A minor can also op en this account by his own name. in this case his legal guardian will operate th is account. Monthly Benefit Scheme: A client can have the advantage of drawing monthly benefit/profit by keeping fix ed deposit in the bank for a certain period ranging from 6 months to 5 years. Ja muna Bank Limited has introduced monthly benefit scheme (MBS) for the prudent pe rsons having ready cash and desiring to have fixed income on monthly basis out o f it without taking risk of loss and without encashing the principal amount. Thi s scheme offers highest return with zero risk.

Eligibility: Any person having age of above 18-years can participate in this scheme through o pening a savings or current with any branch of Jamuna Bank Limited. Customer must be Bangladeshi nationals/citizen. Persons below 18-years of old may open this account with his/her legal guardian. Characteristics: Minimum deposit Tk 1 (one) lac. Maximum deposit any amount multiple of Tk 1 (one) lac. Overdraft facility: The concerned customer can avail loan facility up to 80% of the initial deposit. Terms & conditions: Bank reserves the right to change the rate of profit during the tenure of deposi t. No loan facility will be allowed from any other banks or financial institution a gainst the deposited amount except Jamuna Bank Ltd. The initial deposited amount and term shall not be changed before maturity. If the scheme is closed within 6-months, customer will get the deposited amount only and no interest or profit will be paid for the scheme. If it is closed afte r 6-month, customers will get the deposited amount alongwith the interest at the normal savings rate upto the time of closure. Dutied and texes on the deposit, if any, are payable by the customers as per gov ernment rules. Money laundering prevention act shall be exercised as per rules of Bangladesh Ba nk. Lakhpati Scheme:

A depositor can take the advantage of becoming a Lakhpati through easy monthly dep osit to his/her account in 3-7, 10, 12 and 15 years according to his /her afford ability. Terms & conditions: Bank reserves the right to close the scheme if customers fail to deposit 3- cons ecutive installments. If the scheme is closed within 6-months, customer will get the deposited amount only and no interest or profit will be paid for the scheme. If it is closed afte r 6-month, customers will get the deposited amount alongwith the interest at the normal savings rate upto the time of closure. Dutied and texes on the deposit, if any, are payable by the customers as per gov ernment rules. Money laundering prevention act shall be exercised as per rules of Bangladesh Ba nk. Millionaire Scheme: A depositor can take the advantage of becoming a Millionaire by keeping monthly de posit to his/her account in 3-7, 10,12 and 15 years according to his/her afforda bility. Kotipati Scheme: A depositor can take the advantage of becoming a Kotipati through easy monthly dep osit to his/her account in 3-7,10,12,15, 18 and 20 years according to his/her af fordability.

Marriage Scheme: A client can build up funds to meet the marriage expenses of his/ her son/daught er by monthly deposit of easy installments in 5.5,7.5,10.5,12,15, and 18 years a ccording to his/her affordability. Education Savings Scheme: A depositor can take the advantage of meeting the education expenses of his/her children by keeping some funds in his/her deposit account from 4,6,8 and 12 year s under the scheme. Eligibility: Education savings account can be opened in the name of children below the age of 18-years along with legal guardian. For opening an education savings account, maintenance a savings account with JBL is required. Terms & conditions: Bank reserves the right to close the scheme if customers fail to deposit 3- cons ecutive installments. If the scheme is closed within 6-months, customer will get the deposited amount only and no interest / profit will be paid for the scheme. If it is closed after 6-months, customers will get the deposited amount along with the interest at th e normal savings rate up to the time of closure. Duties and taxes are payable by the customers as per government rules. The above figures are indicative only and subject to change from time to time. Money laundering prevention act shall be exercised as per rules of Bangladesh ba nk. Loan Product: General Loan Facility: Letter of credit, Bank guarantee, Cash credit, SOD, Loan (general) Hire-purchase , Lease finance, LIM,LTR, Work-order finance, Export finance, House building loa n, LDBP and FDBP.

SME credit Scheme: Double loan (Double amount of loan of FDR value) Loan for purchase of possession right for shop/business Festival credit Shop/business office renovation loan Loan for purchasing capital machinery & vehicle Working capital/Trade finance Flexible working capital loan Loan for herbal industry Loan for women entrepreneur Retail credit products: Any purpose lifestyle loan Household durable loan Loan against salary Study loan CNG conversion loan JBL debit and credit card Car loan Doctors Loan Travel Loan Marriage Loan Consumer Loan Electronic Products: Real time on-line any branch banking 24 hours ATM Debit card Telephone Banking SMS Banking Internet Banking Dispatch: The dispatch section performs the clearing of outward mails and entry of inward mails. This operation is generally performed by the customer service division. W henever a letter is ready for departure, the officer at the front desk in custom er service label a number on the letter and in the register book. A copy of the outward letter is kept with the office. Then the letter is sent to its destinati on by the office peons. On the contrary, when an inward mail arrives, the office r in charge gives entry in the register book and sends the letter to the branch manager for approval. After the approval of branch manager, it goes to the sub m anager (2nd man) and thus it is distributed to the officers who are addressed fo r the particular affairs and an acknowledgement signature is taken in the regist er book. 2.4.2: Clearing section Clearing department is another important department of any bank. Without clearin g department, it is almost impossible to run a bank. Because customer gets Chequ e, Pay Order, Demand Draft etc. from their counterpart of different banks; so th ey have no way to clear these instruments through Bangladesh Bank. And clearing department does this for their customer without any cost. For this all banks hav e to maintain a general account with Bangladesh Bank. There are two types of clearing house viz. one is Normal day clearing House and another is same day clearing House. Same Day clearing is only for instrument Tk. 5 Lac or above and the branch of a bank should be within the Motijheel commercia l area. However, the branch of a bank may be located around the Motijheel commer cial area, it may enjoys Same day clearing facilities if it gets permission from

Bangladesh Bank for Same day clearing facilities. For an instance, Jamuna Bank S hantinagar Branch has Same day clearing house facilities, although it is not wit hin the Motijheel commercial area but this branch got permission from Bangladesh Bank for Same day clearing. Other than normal day clearinghouse and same day clearinghouse, Bangladesh Bank has also introduced Return house. The arrangement for return house is merely for return cheques. It is observed that the task of clearing department of any branch of a bank and local branch of a bank is little different. This is because, local branch has th e authority to deal with the Bangladesh Bank directly and other branch of a bank than local branch is not allowed to directly deal with Bangladesh Bank. For thi s clearing department of local branch has to conduct some more tasks. Types of Clearing: This section has tow types of clearing outward clearing and inward clearing. Outward Clearing: When a particular branch receives instrument drawn on the other bank within the clearing zone and those instruments for collection through the clearing house is considered as outward clearing for that particular branch. The process of Outwa rd Clearing is shown stepwise as under:

Inward Clearing: When a particular branch receives instruments, which drawn on themselves and sen t by other banks for collection is treated as Inward Clearing. The Process of In ward Clearing as follows:

LBC (Local Bills for Collection): All branches of Jamuna Bank Limited (JBL) within the Dhaka city come under Local Bills for Collection. The process of LBC is discussed as under with explanation : For an instance, a customer has account both in Gulshan Br. and Dilkusha Br. of

JBL. The customer presents an instrument of Gulshan Br. to Dilkusha Br. In this case Dilkusha Br. will receives that cheque and will endorse the cheque as Payees A/C will be credited on realization. Now Dilkusha Br. has to prepare an LBC forwa rding schedule and deliver it to Gulshan Br. Gulshan Br. will honour the cheque if the cheque satisfies all the criteria. Otherwise, it will be returned to Dilk usha Br. If Gulshan Br. honours the cheque, then they have to send an IBCA to Di lkusha Br. Outward Bills for Collection (OBC): OBC is applicable for all other banks and branches, which are not within the cle aring area. The procedure of OBC is explained below: For an example, a customer of JBL, Goalabazar Br. presents a cheque of Agrani Ba nk, Dilkusha Br. to his account. JBL Goalabazar Br. will receive the cheque and make an endorsement as Payees A/C will be credited on realization for JBL, Goalabaz ar Br with OBC number. Now JBL, Goalabazar Br. will send it to JBL, Dilkusha Br. with OBC forwarding schedule. JBL, Dilkusha Br. has to make endorsement as Our B ranch endorsement confirmed, For JBL, Dilkusha Br. and also has to give an IBC nu mber and then send it to clearing house for collection. If the cheque is honoure d then JBL-Dilkusha Br. will issue an IBCA to JBL-Goalabazar Br. and then JBL-Go alabazar Br. will credit the customers account. Here is one more example of OBC. For an instance, a customer presents a cheque o f Agrani Bank-Dinajpur Br. to JBL-Dilkusha Br. But JBL has no branch at Dinajpur . In this case, JBL-Dilkusha Br. will send an OBC forwarding schedule to Agrani Bank-Dinajpur Br. for requesting to issue a DD favouring JBL-Dilkhusha Br. Then the DD will be sent for collection to clearing house. After clearing, customer a ccount is credited. 2.4.3: Cash: Cash section in the bank plays a crucial role when it comes to day to day bankin g transaction. Managing cash section is the ultimate element around which the ov erall banking transaction depends and cash in hand at the end of the day represe nts the total inflow and outflow of deposit and currency in the bank. This is th e only liquid asset and the most sensitive one. This is why every bank has to ta ke some unique precaution in handling and managing of cash. Cash is a separate d epartment which maintains and manages all cash related matters. Three to four em ployees of the bank handle the cash transactions in the bank where an executive officer is in charge of the cash department. Receipt of Cash: Pay-in slip or Credit Vouchers for cash deposit filled in by the customer or Dep artment in case of credit vouchers are given to the Receiving cashier. On receip t of Pay-in slip/Credit voucher the receiving Cash Officer checks the title of a ccount, its number, amount in words and figures. Receiving Cash Officer receives cash duly counted and checked. Receiving Cash Officer writes denomination of Cu rrency on the back of the Pay-in-Slip/Credit voucher affix Cash Received stamps on both the Pay-in-slip and counter foil signs those after writing the deposited a mount in words and figure by red ink and enters the particulars in Receiving Cas h Book. Receiving Cash Officer keeps cash in his drawer during business hours. T he cash-in charge signs both the Pay-in-slip and counter foil seeing that the pa rticulars have been duly entered in Receiving Cash Book by the Receiving Cash Of ficer. The Receiving Cash Officer detaches Pay-in-slip from counter foil and ret urns the counter foil to the depositor. Receiving Cash Officer sends the Pay-inslip /Credit vouchers to the Deposit Department in case of Pay-in-slip and credi t vouchers to the respective departments to which it relates. Manager/Deposit-In -Charge is to keep watch over the cash counter. Receiving Cash Officer totals th e amounts entered in the Receiving Cash Book at the close of business and it is agreed with the total of actual cash received Cash received late or in the eveni ng shift is taken in the next days date. Procedure for receipt is same as explain ed in the foregoing paragraphs. Cash so received and balanced are put separately

in the safe room. Payment of Cash: Cheques, Demand Drafts, Pay Slips, and Debit Cash Vouchers etc. are received fro m customers and various departments for encashment .The instrument is checked fo r any apparent discrepancy and evidence of posting and cancellation. Specimen Si gnature of Cancellation Officer should be made available with the Paying Cash Of ficer by the Manager. Cash is counted and the denominations of notes are written on the reverse of the instrument. Signature of the bearer is obtained on the re verse of the instrument, which is to be agreed with the signature obtained earli er by the computer operator concerned/ dealing officer. Cash is paid to the bear er of the instrument. Cash Paid Stamp is affixed on the face of the instrument a nd signed by the Paying Cash Officer .Particulars of the instrument are entered in the Paying Cashiers Book .Paid instruments are kept with the Paying Cash Offic er. The Cash Officer, while opening cash shall take a reasonable amount of cash from the safe to meet the days payment after recording the denomination in a regi ster called Vault- Register. In that register cash movement from the safe should i nvariably be recorded.At the close of business the amounts entered in the Paymen t Cashiers Book Register is totaled.It is agreed with cash received for payment f rom Cash In-Charge less balance amount of cash left with the Paying Cash Officer.The t otal/is written in words and figures.The Manager/ Officer In-Charge , Deposit De p., checks the entries and instruments to ascertain that the Payment has been co rrectly made and releases the instrument from the Pay- ment Register by his init ial against the cash entry. The Deposit In - Charge also checks and signs the book.

Balancing, Checking & Safe Custody of Cash: At the close of business when receiving and paying Cashiers books are of balanced and Cash Balance Book is written and agreed with the cash in hand. The book is checked and signed by the Cash Officer.After Cash Balance Book is written the c ash position Memo is written and the memo is checked and signed by the Cash Off icer. When the Cash Balance Book is balanced the Manager or Second Officer, whoe ver is assigned to the checking of cash is informed to check the cash. The Recei ving Cashiers Book is checked .The Paying Cashiers Book is checked .The cash is c ounted by the Checking Officer and verified with the entries of Cash Position B ook. The cash Balance Book is checked with the closing figures of the precedi ng day of the book and closing figures of receiving and paying Cashiers Books. Th e entries of denomination of notes and coins in the Cash Balance Book is compare d with the denominations of notes and coins counted. If found in order the Check ing Officer signs the Cash Balance Book, Receiving Cashiers Book and Paying Cashi ers Book. The Cash Position Memo is checked and counter signed by the Checking Of ficer. In presence of Cash in-Charge and Joint Custodian to Cash of who has coun ted the cash signed the books; the cash is kept in the safe. Movement of cash to and from the vault is duly recorded in the Vault Register and properly signed. The Cash Position Memo is sent to the Accounts Department for position with main

branch keeping with days voucher. Deposit of Cash with Main branch: If the cash in hand exceeds the limit as authorized by the Head Office, the exce ss cash is deposited with the main branch. Prior information is given to the m ain branch for deposit of the excess cash. The remitting branch remits the exces s cash through authorized cash officer (s) under armed guard escort in cash carr ying vehicle. A letter is issued to the main branch-mentioning denomination of n otes, name of the cash carrying officer (s), name of the security guards and num ber of the vehicle.

Following entry is passed at the branch: Dr : (Debit-Cash Voucher) Suspense A/C Cash Remittance. Amount of excess cash delivered to Mr..................................... .................................. ..................................................................... Officer for deposit with Main Branch. The cash is received in the Main Branch. Main Branch sends an Inter Branch Credi t Advice (IBCA) for the amount received from the Branch concerned.The outstandin g entry in the suspense Account is reversed on receipt of the Credit Advice. Withdraw Main Branch of cash from: If the branch is in need of cash the Main Branch is informed from of the cash r equirement before hand in writing. Cash requiring branch issues IBCA for the req uired amount to the Main branch and also a letter as to whom cash is to be deliv ered attesting his signature by the branch manager and another authorized office r mentioning the vehicle number, name of the armed guard and security guards who escort the cash. The Credit advice is issued in favour of the Main branch to th e debit of suspense A/c. cash remittance. On receipt of cash from the main branc h the receiving branch reverses the outstanding entry in the suspense A/c by sim ple credit (cash) voucher. Deposit of cash the with Bankers: If cash in hand exceeds the limit authorized by the Head Office excess amount is deposited with Bangladesh Bank or other bank where account is kept by the branc hes other than main branch.The following entries are passed to draw cash from th e branch and deposit with the bank concerned : Dr : (Debit-Cash Voucher) Bankers Account Bangladesh Bank/ other Bank where the A/c is maintained. If the amount to be deposited exceeds the limit of cash to be carried in one tri p, separate voucher are passed and cash is carried strictly according to limit. The Officer who carries and deposits the cash with the Bank signs on the reverse of the voucher and draw cash.A Pay-in-slip of the bank concerned is filled in and signed by the Manager.The Cash alongwith the Pay-in-slip is carri ed by the Officer and to the bank accompanied by guards.When the officer returns , the counter foil of the Pay-in-slip is checked and pasted with the relative vo ucher.The main branch follows all the above procedures of 404 except (b). Incase of excess cash deposit main branch deposits the same with Bangladesh Bank or ot her Bank (where accounts are maintained by Head Office) to the debit of suspense A/c cash remittance. After making the deposit with other bank(s), the main bra nch sends the original deposit slip to Head Office for imuance of IBCA in favour of main branch. On receipt of the IBCA main branch reverses the entry outstandi ng in suspense A/c cash remittance.

Withdrawal of cash: Cash is withdrawn from the Bangladesh Bank/other bank from bankers where the acc ount is maintained by branches other their main branch. If the amount to be draw n exceeds the transit insurance limit cash in several trips separate cheques are drawn and cash is brought strictly according to limit. The Officer who brings the cash signs on the reverse of the cheque. The Signature of the officer is attested by the Officers drawing the cheque. The cheque is handed over to the of ficer and his signature is obtained on the counter foil of the cheque. The offic er carries the cheque to the bank concerned accompanied by guards. The following entries are passed to deposit the cash in the branch : Cr. : Bankers Account Bangladesh Bank/other bank. Main branch follows all the procedures of 405 except (f). In case of cash requirement, main branch issues IBCA for the required amount in favour of Head Office by debiting suspense A/c cash remittance and requests Head Office to issue cheque on Bangladesh Bank/Other Bank (where Head Office maintains accounts) favouring an authorized officer whose signature is attested by the main branch. Accordingly H ead Office issues cheques in favour of the authorized officer of the main branch attesting his signature on the back. After receipt of the cash main branch reverses the outsta nding entry in suspense A/c by simple credit (cash) voucher. 2.4.4: Q-Cash: Q-Cash Round The Clock Banking, Jamuna Bank Q-Cash ATM Card enables you to withd raw cash and do a variety of banking transactions 24 hours a day. Q-Cash ATMs ar e conveniently located covering major shopping centres, business and residential areas in Dhaka and Chittagong. ATMs in Sylhet, Khulna and other cities will soo n start be introduced. The network will expand to cover the whole country within a short span of time.

Jamuna Bank Q-Cash ATM card: Cash withdrawal Round The Clock from any Q-Cash logo marked ATM booths. POS transaction (shopping malls, restaurants, jewellaries etc) Enjoy overdraft facilities on the card (if approved) Utility Bill Payment facilities Cash transaction facilities for selective branches nationwide ATM service available in Dhaka and Chittagong Withdrawal allowed from ATM s of J amuna Bank Ltd., AB Bank, The City Bank, Janata Bank, IFIC Bank, Mercantile Bank , Pubali Bank, Eastern Bank Ltd. respectively And more to come Is Q-Cash Q-cash Secure: Yes, Q-Cash is fully secure. Q-Cash cardholders can only carry out transactions on Q-Cash ATMs with Personal Identification Numbers (PIN). The PIN is a unique 4

-digit number that allows you to access your account. You can change your PIN an ytime from ATM machine. In case you have lost your card, transactions cannot be done without the PIN. In line with the issuance of Q-cash products JBL is going to introduce VISA card very soon

2.4.5: Remittance: Issue of demand draft. Issue of mail transfer. Issue of telegraphic transfer Issue of pay order Issue of pay slip Issue of security deposit receipt Payment of demand draft Payment of mail transfer Payment of telegraphic transfer Payment of pay order Payment of pay slip Remittance of Surplus funds to Head office: If the balance with the Bangladesh bank or other Bank where the account is maint ained exceeds the anticipated requirement, excess amount is remitted through the m to Head Office. The following entries are passed : Dr : JAMUNA General Account , Head Office (with the amount of remittance). Dr : Expenditure Account-Remittance charge (with the cost of remittance paid to bank). Cr : Bankers Account-Bangladesh bank/other Bank (with the amount of remittanc e and charges paid). Remittance form of the concerned bank is filled in and signed by the Manager and second Officer and sent along with a cheque drawn on them for the amount of rem ittance and charges.A Telegram/Telex/Fax message is sent to Head Office to recei ve the amount from the Bank concerned.

2.4.6: Accounts section: Activity of the Accounts Department starts from the very beginning of the days tr ansaction, but ends at the last. All transactions are entered duly by the accoun ts persons and at the end of the day this transaction are summarised and checked with the supplementary ledgers. If no dissimilarity arises than that days Statem ent of Affairs is printed. Than day end process is on and with taking every poss ible back up entry in to the accounts is closed for that day. The activities of Accounts Department are very huge and diversified. The account s department generates all kinds of information and reports. Different weekly, m onthly etc. statements are also prepared and supplied by the accounts department

. Accounts Department has to remain alert always to meet every query of the mana gement at any time. Transfer Book: Writing: Credit and Debit transfer vouchers are written in the respective columns of Book and serial number is written on the voucher. Stamping: Stamp affixed on the face of vouchers. Vouchers are released. Balancing: Transfer Book is closed at a fixed time. The book is balanced. Stamp is affixed and signed by the writer. Checking: Book is checked and signed by the In-Charge.

Supplementary: Sorting of the vouchers: All the vouchers are sorted Head - of - Account wise. Credit vouchers under one head are grouped together; similarly all the debit vouchers are grouped together . Preparation: Voucher or group of vouchers falling under same Heads of Account are writ ten on the Supplementary Sheets for credit vouchers and for debit vouchers, tota led and attached with it. Separate Supplementary Sheets are written for di fference Sub -Heads and a summary is prepared to show the totals of sub-Heads un der the main Head of account. For example Supplementary Sheets for Sundry Debtor , Advance against Petty Cash, Advance against Postage, Advance against T.A . etc. are prepared separately and summary of all these sub-heads is prepared sh owing the total of suspense account. Total number of vouchers is written on th e supplementary sheet. Checking: Supplementary Sheets are checked and signed by the writer as well as the Checker . Cash Book: Total debits and credits of the transcriptions are posted in this book from summ ary of the Transfer Book.

General Ledger: Posting &Checking: Main Heads of Account are maintained in General Ledger. Debit and Credit figure as appearing in the Cash Book are posted Head Wise. Posting is checked by the Ma nager /Second Officer and initialed.

Banker Ledger Posting: Account kept with other banks is maintained in Bankers Ledger. All deposits are d ebited and withdrawals are credited in this ledger. Checking: Manager/ second officer is to check posting of this ledger and release the vouch

er. Reconciliation: In bankers ledger all deposits are debit entries and all withdrawals are credit e ntries. When a statement of account from bank concerned is received debi t entries in the statement are marked off with credit entries in the ledger an d vice versa. Any entry not marked off in the statement and /or account is inves tigated. If any big amount is unreconcilled the matter is immediately brought to the notice of Manager or Senior Officer. Particulars of outstanding entries in the statement and account are noted department -wise in a memo in triplicate.The original and the duplicate copy of the memo is sent to the department concerned . Initial of the In-charge is obtained on the triplicate copy. In case of outsta nding entries of account, duplicate advice to bank concerned is sent after prope r investigation. In case of outstanding entries of statement the department chec ks whether an advice has been received, the entry is responded and noted on the memo. If and advice has not been received, letter is written to Bank concerned. The duplicate copy of the memo is returned to Accounts Department with a note of action taking against acknowledgment. The entries in the statement are further marked off.Arrangement is made to receive the statements of Accounts daily or we ekly as necessary. In case Statement of Account is not received the matter is pu rsued on telephone and by writing.

Balancing: Daily : Following Ledgers are balanced daily: Bankers Ledgers. The balances are taken fro m the check Ledgers on a slip and totaled. The total is agreed with the balance s in the General Ledger. Balance Book is maintained for above accounts. Weekly : Following Ledgers are balanced weekly: i) Suspense Account. ii) Sundry Deposit account. iii) Bills for Collection A/c. iv) Foreign Bills for Collection. v) Income Account. vi) Expenditure Account vii) Sundry Assets Account. Filing of vouchers: All the vouchers are stitched and sealed in cover according to Supplementary She ets. In small branch, vouchers of Current, Savings Bank .Deposit are stitched an d sealed supplementary-wise and vouchers of the Supplementary are stitched and s ealed in one cover under title General Number of vouchers are entered in the Vouch er Register. Vouchers are kept in a steel box, which is stored in the Strong roo m / Record room. The entire request for vouchers for reference is made on Memo. In the department, vouchers are kept in the steel box under lock and key which i s kept over-night in Strong Room. In case all the vouchers are not returned, a s eparate requisition for the vouchers held back by the department is obtained.

Accounts in charge: Gets Cash Book, Transfer Book and Check Ledger balanced. Checks and signs the b ooks maintained and vouchers passed in the department. Holds in his custody stit ched and sealed vouchers. Sends statements & Returns to Head Office and Banglade

sh Bank Supervises safekeeping of books and vouchers. Gets adjusting, closing an d reversing entries. Attends to Reconciliation Statement of Bankers and Head Offi ce Account. General: Interest on Jamuna general account: On the last working day of the Month daily products of the Head Office Account a re entered in the totaled.The interest is calculated at the rate fixed by the He ad Office. Following entries are passed: If the interest is to be received: Dr: JAMUNA general Account, Head Office Cr.: Income Account -Interest charged to JAMUNA general Account, Head Office If the interest is to be paid: Dr: Expenditure Account -Interest on Head Office Account. Cr.: Head Office Account.

Financial Highlights Sl. No. 2003 Particulars 2005 2004

1 Paid up capital 429,000,000 429,000, 000 390,000,000 2 Capital 916,456,000 674,650, 000 483,971,000 3 Capital surplus/deficit 115,540,000 148,506, 000 204,304,000 4 Total assets 16,863,765,215 13,491,523,836 9,766,786,950 5 Total deposits 14,454,129,315 10,450,160,991 8,629,059,192 6 Total loans & Advances 11,011,834,555 6,722,80 4,334 3,239,519,065 7 Total contingent liabilities & commitments 5,445,677,509 2,903,956,390 1,772,761,956 8 Advance deposit ratio 76.18% 64.33% 37.54% 9 % of classified loans against total loans and advances 0.46% 0.04% .02% 10 Profit after taxation 199,820,081 155,952, 990 61,142,921 11 Amount of Classified loan 51,051,000 2,828,657 635,107 12 Provision kept ag classified loan inclu. SMA (Fully provided) 10,206,550 1,037,407 635,107 13 Provision surplus/deficit 14 Cost of Deposit 8.79% 7.84% 8.94% 15 Interest earning assets 15,551,752,250 12,559,2

26,490 8,951,223,195 16 Non-interest earning assets 932,297,346 815,563,755 17 Return on investment 18 Return on assets 19 Income from investment 98 27,373,544 20 Earning per share 21 Net Income per share 22 Price earning ratio

1,312,012,965 6.20% 6.91% 1.18% 1.16% 126,303,992 2.93% 1.32% 80,439,2

46.58 36.35 15.68 46.58 36.35 15.68 188.14 141.57 N/A

BALANCE SHEET As at December 31, 2005 Property and Assets 2005 Tk.)

2004

2003 Amount (Tk.)

Amount (Tk.)

Amount (

Cash In hand ( including foreign currency) 152,207,097 113,798,477 79,590,376 With Bangladesh Bank & Sonali Bank (including foreign currency) 659,108,935 274,037,264 335,728,605 Balance with other Banks & Financial Institutions 5,156 3,062,724,888 In Bangladesh 4,114 Outside Bangladesh 774 Money at Call & Short Notice Investment 2,037,835,354 Government 730,322,100 Others 2,371,218,673 71,562,468 60,000,000 2,442,781,141 2,929,629,737 113,395,419 3,043,02 2,953,03 109,690,

1,632,000,000

1,719,000,000

1,163,703,654 935,477,100 1,505,698,800 950,302,500 532,136,554 213,401,154 3,239,519,065 9,304,777,235 1,707,057,320 97,988,266 444,166,685 66,602,931 328,143,985 5,405,427,302 1,317,377,032 205,155,000

Loan & Advances 11,011,834,555 6,722,804,334 i) Loans, cash credit, overdrafts etc. 2,539,743,366 ii) Bills discounted & purchased 699,775,699 Fixed Assets Other Assets 106,464,136 393,533,997

Non-Banking Assets

INCOME STATEMENT For the period ended December 31, 2005

Particulars Tk.)

2005

2004

2003 Amount (Tk.) Amount (Tk.) Amount (

Interest income 1,374,379,710 1,004,359,239 738,496, 818 Interest paid on deposits, borrowings etc. 1,045,462,115 726,064,552 592,836,055 Net interest income 328,917,595 278,294,687 145,660,763 Income from Investment 126,303,992 80,439,298 27,373,5 44 Commission, exchange and brokerage income 211,337,861 133,703,617 71,204,997 Other operating income 38,249,889 20,036,441 9,659,63 1 Total Operating Income 704,809,337 512,474,034 253,898,935 Salaries and allowances 110,139,273 94,493,095 57,598,984 Rent, rates, taxes, insurance, lighting etc. 32,883,242 26,775,150 21,686,942 Legal expenses 354,101 272,257 70,705 Postage, stamp, telephone 20,035,992 9,452,847 6,282,00 0 Stationery, Printing, Advertisements etc. 16,238,084 11,459,595 7,726,381 Managing directors salary & allowances 3,297,581 4,197,096 5,053,58 2 Directors fees & others 2,098,485 2,174,953 2,511,95 8 Auditors fee 60,000 60,000 30,000 Depreciation and Repair, maintenance of Banks assests 17,492,129 13,919,9 40 8,508,324 Other expenses 82,269,758 40,837,161 15,554,103 Total Operating Expenses 284,868,575 203,642,094 125,022,979 Profit / (loss) before provision 419,940,762 308,831,949 128,875,956 Provision for loans, advances and others 56,631,523 35,127,9 23 17,901,327 Total profit before tax 363,309,239 273,704,026 110,974,629 Provision for tax 163,489,158 117,751,036 49,831,7 08 Net Profit/ (loss) after tax 199,820,081 155,952,990 61,142,921 Retained surplus brought forward from previous year 101,309,925 97,740 149,745 Retained surplus before appropriation 301,130,006 156,050,730 61,292,6 66 Appropriations : Statutory reserve (20% on pre-tax profit) 72,661,848 54,740,805 22,194,926 Proposed Dividend as bonus share (10:1) 99,450,000 39,000,000 Retained Surplus 228,468,158 1,859,925 97,740 Earning per share (EPS)/Adjusted EPS of 2003 46.58 36.35 14.25 CHAPTER -3 FINDINGS AND ANALYSIS

3.0: Analysis of service marketing mix of the org: Product Elements: Managers select the features of both the core product- either a good or a servic e- and the bundle of supplementary service elements surrounding it. In JBL the different products are as follows- JBL Deposit product, JBL special D eposit scheme, Monthly saving scheme, Double/ Triple Growth Deposit scheme, Mont hly Benefit scheme, Lakhpati scheme, Kotipoti scheme, Marriage scheme, Education savings scheme, loan product, General loan facility, SME credit scheme, Retail credit products, and Electronic product. Here the core product is design with the 8 supplementary products. Information: JBL has designed the supplementary product information very well. Thy have publi shed brochures. Where any one may get primary information. They also published a nnual general meeting each year. So, any one can analyses the economic situation of the bank. There is also web site of JBL as www.jamunabankbd.com. Each and ev ery information is available here. The site is also updated every week. Any one may get information by have a call at the office help line.

Consultation: There are a few people who are ready to consult with any person. If any one wan ts to take any service, he might consult with the officers freely and frankly. O ne has to describe his real economic situation income to the officers to get the most suitable service. Order taking: After getting the information, have consult with the authority if any one wants to purchase any product, he will order to the authority. One may give order thr ough e-mail or over phone call. The JBL is ready to accept any order over phone call or e-mail. Hospitality: The JBL provides a tremendous service including car parking, reception, waiting room, teller service, discipline, credit card, Q-card etc. The JBL also give ext ra service to the top priority clients. Without schedule time. Safekeeping: The JBL also assurance the security of the customers money. The internal and exte rnal security system is highly controlled. The CCV camera his set every branch a nd record 24 hours. The security guard strictly checks the persons at the time o f entering the bank with metal detractor. The fire alarm and fire control system is ready. For 24 fours. Exceptions: The JBL is an exceptional bank from others. Their service, product approach, hel pline, and different schemes everything is different and exceptional. Especially Q-cash, different loan schemes are exception product of JBL.

Payment:

The payment system is very easy is JBL. Though it is on-line banking. So payment system is very friendly. Any one can easily pay any bill in any branch through cash on cheque or card. Billing: The billing of the JBL is very satisfactory. They prepare the bill as soon as po ssible and there is nothing additional bill except his charge. Price & other user Outlays: This component addresses management of all the outlays incurred by customers in obtaining benefits from the service product. Consequently services marketing str ategy is not limited to the traditional pricing tasks of determining the selling price to customers, setting margins for any intermediaries, and establishing cr edit terms. Price is very important to design a service. There are various types of customer s due to capable of buying the product. So, the product should be cost feasible and they should also offer other supplementary service. JBL design their product s as follows: Saving service charge ---- Tk 600/annum Current A/C charge ---- Tk 800/annum Online service charge ---- Tk 12/transaction in any branch. Q-cash service charge ---- Tk 500/annum Home loan charge --------18 % Business loan charge ---- 16 % Car Loan charge --------- 17 % Student loan charge ----- 15 % SME loan charge -------- 18 % JBL prices their product cheap than other Banks. The price of supplementary prod uct is almost free of access. Place & Time: Delivering product elements to customers involves decisions on the place and tim e of delivery, as well as on the methods and channels used. Delivery may involve physical or electronic distribution channels or both, depending or the nature o f the service being provided. If the product is not available and time consuming product, it will affect negative on the organization. JBL has 23 branches all over Bangladesh whereas there are only 10 branches in Dh aka city. Customs will prefer that bank which is nearer from his office, busines s centre or residence. So, there must be enough branches in every commercial are a and residential area. JBL also established their branches on highways, main ro ads where communication is easy for different segment of people. JBL also establ ished some branches in residential area so that the women and residential people dont need to go in rush area and save time. Promotion & Education: Promotion and education is very important for marketing. Without promoting the p roduct the customer will not buy the good. As well as promotion the organization also has to educate the customer how to use the product. These promotion and ed ucation might be through advertise, website, print media, e-media, celebrity pro motion. JBL use the print media and e-media to promote their product. JBL gave scholarsh ip of S.S.C students of 2007 who obtained golden GPA-5. They also sponsored the national Handball tournament-2007. Thus they are promoting themselves. JBL also take part in various social work such as-addiction elimination, sanitation, anti -corruption etc.

Physical elements: The appearance of building landscaping, vehicles, interior furnishing, equipment , staff members, signs, printed materials and other visible cues all provide tan gible evidence of a firms service quality. It affects the customer highly. JBL has also done these jobs very well. Their office out looking interior design , staff approach everything is very posh, each office is central air-conditioned . Car parking facilities are also available. The waiting room, reception room is also highly decorated. Each office interior design is designed by experienced a rchitecture. The perspective view is also designed by experienced architectures. Its interior and exterior design approaches highly professional.

Process: Creating and delivering product elements to customers require the design and imp lementation of effective process. A process is the method and sequence of action in the service performance. Badly designed processes often lead to slow, ineffe ctive service delivery and result in dissatisfied customer. JBL offers their services in very easy way in to opening an account, Customer se rvice, Tele banking, Q-cash, Credit card every product is designed in very easy process. The discipline is very strictly maintained here. Any eligible person ma y purchase any product. The process is easy to understand and fulfill the condit ions. The informations are available in front desk. If anyone wants any loan such as business loan, car loan, home loan, he or she must fulfill the conditions. T hey have to submit all legal papers, income statement, license, bank statement e tc. the process is feasible but strictly followed as government states.

People: Many services depend on direct interaction between customer and a firms employee. In JBL both the customers and employees are co- operative, gentle. The employee s are not only highly educated and experience but also smart and tolerant. They always try to help their valuable customers. Their approaches present the qualit y of JBL.

3.1: Problem identification and findings: During the work there were a lot of aspects which we found significant to our un derstanding. The knowledge we gathered would particularly help us to build up ou r pragmatic knowledge about banking. There were few lackings which might cause c ertain problems in the long run for the bank and needs to be sorted out with utm ost priority. The aspects where we found lacking are discussed chronologically in the followin g: The number of branch of JBL is not enough in Dhaka city. There are some branches in commercial area but not in residential area. JBL has not enough cash booth in Dhaka city so that customers may fulfill their needs. It is time consuming. JBL still not started evening banking. So they are loosing a segment of customer who are very busy or business men. JBL not started sms banking yet. JBL has not started 24 hours customers care service for the customers. In Account opening & Dispatch section, the most visible weakness has been the ab sence of a marketing department. If there had been a separate marketing departme nt, the promotional work of the bank would have been easier.

Again, at front desk there is less number of employees for the account opening t ask as well as dispatch related works. So, it takes a bit longer time to finish off his or her job. Moreover, in order to know any kind of information all the customers knock the o fficer at the desk and it is hard for the officer to provide information to the customer in such a busy day to day schedule. Another problem lies in the continuous renovation of account opening form propos ed by the Bangladesh bank. Sometimes there occurs a communication gap between the branches of the bank and the courier service and the bank concerning OBC (outward bill for collection) an d LBC (local bill for collection). Then it takes longer time for clearance of th e cheque and the clients get harassed. They have to wait for longer period to ge

t their cheque cleared. Again, some late receives of the cheques from special and loyal clients cause de lay in sending the cheques to the clearing house. In cash and accounts section, the cash officers have to record their cash receiv es by them. There is no other officer who could do this on their behalf. Often t here is a huge crowd of the clients in front of cash and the officers make hurry to record the numbers and make mistakes which delays the total banking work.

Moreover, there comes some fake note from different clients from the bank which also makes the process lengthy. In the accounts section, the most problematic situation occurs during monthly cl osing period and yearly closing period. Then all the branches use the software s imultaneously and thus there occurs a jam packed situation which triggers accoun t related problems. There is shortage of foreign remittance in most of the branches of the bank. Sometimes, there occurs problem with the ATM machine in the bank and especially when it occurs during holiday, the customers get harassed.

CHAPTER -4 CONCLUSION AND RECOMMENDATIONS 4.0: Recommendations The findings of the report require a noteworthy recommendation for the bettermen t of the bank in the long run. On the basis of personal observation and discussi on, We have come up with some recommendations which may help the bank to flouris h in the banking sector. The recommendations are stated as follows: There should be a separate marketing department for the promotional purpose of t he bank which could draw significant number of potential customers and deposits.

The customer service or the front desk should accommodate more employees or off icers so that they could efficiently manage the customer relationship and a tran sparency exist in the task. JBL should take initiative more branches all over Bangladesh as soon as possible . JBL should open enough booths in Dhaka city and all over Bangladesh. JBL should start evening banking for that segment of customer. JBL should start sms banking JBL should start 24 hour customer service. A training session or workshop could be organized to let the officers know about the changes and ins and outs of different account opening and deposit forms. The gap between the branches could be minimized by a vigorous and vigilant super vision by the senior officers in their respective branches. Late receives of the cheques should be avoided if possible for a smoother transaction. There ent should be identify with h device will should be more officers appointed in the cash section and a proper instrum brought to identify the fake notes which are almost impossible to the current available device though it is a matter of joy that suc soon be arriving in near future according to the higher official.

For accounts purpose, the existing software (Flora bank) should be upgraded so t hat it could be handled efficiently with no more disruption in month closing per iod. For attracting foreign remittance, the bank should go for relationship building in the corporate sectors and more branches in the industrial and exclusive areas should be opened. Last but not least, for Q-cash purpose, the bank should open up new ATM booth in different areas of Dhaka which will be personally owned by them. It will lessen up the pressure on different branches and transaction will be smoother in the l ong run.

4.1: Conclusion It has been a humongous task to meticulously describe all the elements of 7 Ps ( Product elements, Price & other user outlets, Place & time, Promotion & Educatio n, Physical elements, People, Process) in general banking. The researcher honest ly tried to reflect the daily transactions which take place in a private commerc ial bank, in particular, Jamuna Bank Ltd.

References JBL profile JBL Annual report (2005) General banking manual Personal interview Website of JBL www.jamunabankbd.com