We are…………………We are…………………Group-08

Year of establishment: The Bank started its operation from 3rd June 2001.

Nature of the organization: Private Limited Company.Shareholders JBL: Group shareholders.Number of employees: More than 500 employees.Number of branches: At present there are 35 branches

in Bangladesh. Products: All types of products & services are provided.

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Your Partner for Growth Your Partner for Growth

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To be a leading bank and play a pivotal role in the development of the country

To be a leading bank and play a pivotal role in the development of the country

Pro

du

cts

Pro

du

cts

ServicesServices

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The goal of JBL defined as "FUTURE TRUST”The goal of JBL defined as "FUTURE TRUST”

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Creating value for S/H through customers satisfactionCreating value for S/H through customers satisfaction

Creating value for S/H through customers satisfactionCreating value for S/H through customers satisfaction

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Strengths

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Weaknesses1602316023

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Service Strategy Manage and operate the bank in the most efficient manner to

enhance financial performance and to control cost of fund.

Strive for customer satisfaction through quality control and delivery of timely services.

Identify customers credits and other banking needs and monitor their perception towards Bank performance in

meeting those requirements.

Revive and update policies, procedures and practices to enhance the ability to extend better services to customers.

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Service Strategy

Train and develop all employees and provide them adequate resources so that customer’s needs can be responsibly addressed.

Promote organizational effectiveness by openly communicating company plans, policies, practices and procedures to all employees in a timely fashion.

Cultivate a working environment that fosters positive motivation for improved performance.

Diversify portfolio both in the retail and wholesale market.

Increase direct contact with customers in order to cultivate a closer relationship between the bank and its customers.

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Marketing Mix: A planned mix of

the controllable elements of a product‘s marketing plan commonly termed as 7Ps: product, price, place, promotion, process, people, physical ambience.

Marketing Mix: A planned mix of

the controllable elements of a product‘s marketing plan commonly termed as 7Ps: product, price, place, promotion, process, people, physical ambience.

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Foreign Exchange Division

Different transactions of seven divisions attracting the new customers

Different transactions of seven divisions attracting the new customers

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The goal of JBL defined as "FUTURE TRUST”The goal of JBL defined as "FUTURE TRUST”

Deposit Product

Deposit ProductDeposit Product

Transactional A/C

Transactional A/C

Fixed Deposit Receipts(FDR)Fixed Deposit Receipts(FDR)

Deposit SchemesDeposit

Schemes

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Electronic Products

1. On-line Banking: SMS Banking Mobile Banking Telephone Banking ATM Services

2. Internet Banking: Operating branch banking over internet

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Promotion (continued…..)

3)Public relations: To keep public relations Jamuna bank Ltd-

Use personal information to provide you better customer services and products.

Ensure that your personal data will be protected against unauthorized access.

Play an important role in protecting against online fraud.

4)Advertising: Jamuna bank Ltd advertise- To attract customers to their new service or product. To inform customer about their new branch in closest area.

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Price

1)Discounts: Jamuna bank Ltd expanded risked based pricing like- Charge higher interest rates that are considered to be higher credit risk and

chance of default loans. Charge lower interest rates on loans who have better credit histories.

2)Credit terms: Apply charges for cash advances,dishonoured cheques and for statement copy. Customer can transfer balance by balance transfer cheques. Customers have to pay bill before interest is accrued.

3)Allowances: Never take any charges on opening an account. Charge lower interest rate on student loans. Provide client’s account information without any charges.

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Place

Closer to the customer means higher probability of taking services.

Who would want to travel 10 miles to get a regular banking service, even if that is priced very competitively and has a super quality?

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Currently Jamuna Bank has 76 branches all over the Bangladesh. So the bank is very conscious about delivering service near to customer.

Servicing both in the retail and wholesale market.

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Using Alternative Delivery Channel:i. ATMii. SMS & Mobile Banking Servicesiii. Internet Banking Service

Servicing in International Banking.(Trade Finance, Offshore Banking etc.)

Servicing NRB by using NRB Banking.

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Physical Evidence(Physical Environment)

• Physical evidence is about where the service is being delivered from.

• Physical evidence can be used to charge a premium price for a service and establish a positive experience.

• Customers will make judgments about the organization based on the physical evidence.

For example if you walk into a bank you expect a clean and friendly environment, if the bank is smelly or dirty, customers are likely to walk out. This is before they have even received the service.

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Jamuna Bank manages its physical evidence very carefully. They Have:

Well decorated office space. Prayer room for male & female. Necessary furniture & electric equipment. Seating arrangement for customers Car parking facility. Wall paper paint. Deposit & withdrawal counter

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PEOPLEPEOPLE

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PROCESSPROCESS

The process mix constitutes the overall procedure involved in using the services offered by the bank. A process should be such that the customer is easily able to understand and easy to follow.

Let’s take for example the process for application for a car loan.Now this mainly involves 3 things.  1. Producing of proper documents2. Filling up of application form3. Paying for the initial down payment.

The smaller and simpler the procedure, the better the process, and the customer will be more satisfied.

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PROCESSPROCESS

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Problem and Solution(Continued…) 16-053

Recommendations

Should reduce their minimum balance to attract more customers.

Should bring out new products keeping in tune and perfect harmony with modern technology.

Should offer international credit card.Can open more branches to reach to more customers. Should use printed instruments like cheque, pay orders etc. Should recruit more employees to serve the customers. Should take the initiative to recruit young, energetic, creative

and innovative personnel.

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Recommendations (Cont.)

Introduce “Halal Credit Card” for Islamic Banking.Should increase its investments in sectors like automobiles,

real state, healthcare etc. Should reduce the gap between its interest rate sensitive assets

and interest rate sensitive liabilities.

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