Service Operations Management in General Banking: A Case Study on Janata Bank PLC

Abstract

This internship report is presented for the purpose of acquiring a Bachelor of Business Administration (BBA) from the School of Business & Economics (SoBE), United International University. This report is prepared on the basis of my three (3) months internship in Janata Bank PLC, Jamuna Future Park Branch, Dhaka which was held on May 04, 2026 – August 04, 2026. The title of this internship report is Service Operations Management in General Banking: A Case Study on Janata Bank PLC which depicts the effectiveness of service operations to establish customer satisfaction, operational effectiveness and smooth flow of banking services in a general banking sector. During my internship period, I was involved with general banking activities like service to the customers, account opening, KYC, cheque book request, transaction verification, clearing and other general banking operations to gain in-depth knowledge of the overall service operations of the bank. This report provides a brief description of the organization, its history, vision, mission, structure, products, and services. Additionally, this report also describes the effectiveness of service operations in service quality improvement, operational efficiency, and enhanced customer experience in the General Banking Department of Janata Bank PLC. Moreover, the report discusses the in-depth knowledge about service operations management gained during the internship program in different general banking activities like account opening, service to the customers, KYC/customer documentation, cheque book/debit card request, transaction, verification, and other general banking operations during a three (03)-month internship in Janata Bank PLC, Jamuna Future Park Branch. Finally, this report also gives a brief idea about the history and mission of Janata Bank PLC and recommends effective service operations management to ensure service quality and operational excellence to offer superior performance to its customers. Conclusively, the internship program not only helped me to widen my knowledge but also improved my professional skills and expertise in communication, team work, customer service management, and problem-solving ability in my future career.