Performance analysis and customer satisfaction of Jamuna Bank Limited Mohakhali Branch

Abstract

Jamuna Bank Limited is a public company and it started its journey back in 2001. In last 20 years, it has achieved a lot and it has 71 branches in Dhaka division and other branches in rest of the seven divisions. It has a good board of directors and the expertise are very invaluable. Sponsors or directors own more than 48% of the company and general public owns more than 46% of the company. Its current paid-up capital is BDT 7492.26 million with an authorized capital of BDT 1000 million. It has more than 3000 employees and two subsidiaries. The bank has many loan products and deposit schemes. Its portfolio is mostly consisted with many corporate profiles and recently it has been trying to serve the small entrepreneurs and medium enterprises with various loan products. The performance of export and import department is also praiseworthy. The administration framework of the Jamuna Bank Ltd. is straight forward and each cycle of their work is assessed through dedicated internal audit boards which makes the work more precise and substantial to the committee. With advanced financial framework, the data framework is improved and automated reports are helping the employees to maintain transparency. The capital requirement is maintained properly. The bank does maintain the central bank’s policy and guidelines. The corporate clients are served properly. The investment in government T-bills and bonds has increased over the last 3-4 years. The bank is maintaining the necessary provisions from the beginning. The condition of both balance sheet and profit-loss statement is good over the last four years and the volume of non-performing loans also decreased. Unlike manufacturing companies, the financial performance of a bank does have different system since it does not sell goods rather it has loan products or deposit instruments. So, the main income of a bank is interest income against the interest expenses. CAMEL rating is one of the parameter to find out the performance of a bank in the industry. In this report, CAMEL rating has been used to determine the performance analysis of Jamuna Bank Limited. The second part of the report deals with the evaluation of the customer satisfaction level in the Mohakhali corporate branch. A small survey is conducted with more than 25 customers and all those survey summary is analyzed properly in the report. Lastly, a conclusion has been made for the whole report and few recommendations has been made based on the analysis of two parts. Therefore, this report is a comprehensive analysis both for Jamuna Bank Ltd.’s financial performance and customer satisfaction of Mohakhali corporate branch.