“A STUDY ON CUSTOMER SATISFACTION REGARDING
MICROFINANCE SERVICES”
AT
JANA SMALL FINANCE BANK LTD.
Summer Internship Project Report Submitted towards Partial Fulfillment
For The Award of Master of Business Administration (MBA)
Submitted By
Name: ______________________
Roll Number:_________________
Under The Guidance Of
External Guide:_____________________ Internal Guide:_____________________
Designation:_______________________ Designation:_______________________
Organisation: ______________________ Department of Business Administration
Submitted To
Department of Business Administration
GITA AUTONOMOUS COLLEGE
Affiliated to Biju Patnaik University of Technology (BPUT), Rourkela
i
DECLARATION
I, ________________ (name) bearing Roll Number _________, a bonafide student of
Master of Business Administration, GITA Autonomous College, hereby declare that the
Summer Internship Project Report titled "____________________", submitted towards
partial fulfillment of the requirements for the award of Master of Business Administration
degree, is the result of my original work carried out during my Summer Internship at
____________________ (Organization Name).
The report has been prepared by me based on the knowledge and experience gained
during the internship period from __________ to _________ under the guidance and
supervision of __________________ (Name of External Guide, Designation,
organization), and Prof. _______________ (Name of the Internal Guide, Designation,
GITA Autonomous College).
I further declare that this report has not been submitted to any other Institution or
University for the award of any other degree, diploma, or certificate. All the information
and data presented in the report are true to the best of my knowledge, and all sources have
been acknowledged wherever necessary.
(Signature of the Student)
___________________(Name)
Roll No: __________________
Date:
Place:
ii
CERTIFICATE OF INTERNAL GUIDE
This is to certify that the project titled " _______________________", carried out
at ____________________(Organization) is an original work of the student and is
being submitted towards partial fulfillment for the award of Master of Business
Administration degree, from GITA Autonomous College, affiliated to Biju Patnaik
University of Technology (BPUT), Rourkela. This report has not been submitted
earlier to this University or to any other University/ Institution for the fulfillment of
the requirement of any degree.
_________________________(NAME OF INTERNAL GUIDE)
_________________________(DESIGNATION)
GITA Autonomous College
Place:
Date:
iii
Insert External Guide Certificate
iv
ACKNOWLEDGMENT (SAMPLE)
Prepare your own (Acknowledgement)
I would like to express my sincere gratitude to all those who supported me throughout the
duration of my internship and the completion of this report.
First and foremost, I am extremely thankful to Jana Small Finance Bank Ltd. for giving
me the opportunity to undertake my internship and gain valuable practical exposure. I
extend my heartfelt thanks to Subham Ku. Behera (Cluster manager), my industry
guidefor their constant guidance, support, and encouragement during the internship
period.
I am deeply grateful to Prof. Dusmant k. Sahu, my faculty mentor at GITA autonomous
college, for their valuable suggestions, academic support, and motivation throughout this
project.
I also extend my thanks to all staff members and colleagues at Diverse Solutions. for their
cooperation and for providing a friendly and professional work environment.
Last but not least, I would like to thank my family and friends for their continuous support
and encouragement during my academic journey.
(Signature of the Student)
___________________(Name)
Roll No: ____________
Date: _______________
Place: ______________
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ABSTRACT
(Please prepare in consultation with your internal guide)
This internship report presents a comprehensive overview of the work experience gained
during my internship at Jana Small Finance Bank Ltd. undertaken as a part of the
academic requirement for the Master's in Business Administration at GITA autonomous
college. The internship was conducted from 01/07/2025 to 14/08/2025, providing practical
exposure to the real-world functioning of the organization.
The primary objective of the internship was to bridge the gap between theoretical
knowledge and practical application by engaging in day-to-day business operations and
learning from professionals in the field. During this period, I was assigned to the
Executive(Loan provider& collection), where I was involved in Executive at Jana Small
Finance Bank Ltd.
This report summarizes the key learnings, challenges faced, skills developed, and insights
gained during the internship. It also highlights how the experience has contributed to my
personal and professional growth, and how it has deepened my understanding of the
organisation and workplace environment.
The internship has proven to be a valuable learning experience and has significantly
enhanced my readiness for future career opportunities.
vi
CONTENT
Chapters Particulars Page No.
1. Declaration
2. Internal Guide Certificate
Prefatory
3. External Guide Certificate
Inclusion
4. Acknowledgement
5. Abstract
1. Introduction 1.1 Introduction to the Study / concept / theory / models. 1
1.2 Introduction to the Organization / industry / situation. 2
1.3 Need or Significance of the Study 3
1.4 Statement of the Problem 4
1.5 Scope of the Study 5
1.6 Objectives of the Study 6
1.7 Hypotheses to be tested. (If Any)
2. Literature Review 2.1 Tools / Methods used in Similar Studies
2.2 Findings and conclusions of Earlier Studies
2.3 Lacunae of Available Literature
3. Research Design 3.1 Nature of the Research Design
3.2 Sources of Data
3.3 Sampling Design and Sample Size
3.4 Techniques / Tools of Data Collection, Methodology of
Data Collection
3.5 Period of Data Collection.
3.6 Data Analysis: (statistical tools and other techniques
employed)
3.7 Limitations of the Study
4. Analysis and 4.1 Tables, charts, interpretation and inferences.
vii
Interpretation
5. Summary and 5.1 Summary: Findings
Conclusion
5.2 Suggestions
5.3 Conclusion
5.4 Future line of work
References / Bibliography i
Annexure ii
Appendices iii
Points to remember while preparing the report:
1. You can change the format given in contents, in consultation with your Guide
2. Page numbering:
a. Prefatory pages are not page-numbered
b. Body of the report is page-numbered in Arabic numerals [1,2,3,……]
c. The terminal items are page-numbered in lower-case Roman numerals [i,ii,iii,…..]
d. Report should be in Times New Roman font (For headings size 16 , sub headings size 14 and
body in size 12).
e. The headings and subheadings should be in bold letters.
f. The line spacing should be 1.5
g. The total pages of the report should be between 40 to 80 pages (one sided print)
h. The report should be spiral bound and prepared in three numbers (one for department, one for
the organization of SIP and the report containing original certificate should be for the student.
i. Soft copy of the total report should be submitted to the department, titled with the name and
roll number of the student.
3. References :
All the works/ studies / reports referred to in the “Introduction”, “Review of literature”, “Methodology”
and “Discussion” are mentioned under references. The references are arranged in alphabetical order of
viii
the authors. Though there could be a slight variation in writing the references, a general format is given
below:
a. Journals
If the reference is taken from a journal the sequence is: Name or names of the authors (The last
names are mentioned first, followed by middle/last names or initials), year of publication of the
journal in parantheses, title of the paper/article, name of the journal (in italics) volume no., issue
no. (within brackets) and pages (starting and ending page)
Eg: Pareek, Udai, (1997). Partnership in HR functions, Indian Journal of Industrial Relations,
32(3): 345-353.
Singh, Rahul, S. and Shetty, Y.K.,(1970), A comparative study of personnel management practices. Ind.
J. Social Work, 31(2):101-104.
Yamini, U, Joseph Raj, M, and Arunraj, M. (1999), Linkages between emotional leadership and
industrial disputes. Industrial and Labour Relations review: 49(4):635-657
b. Book
In the case of any reference from book, the sequence is: name(s) of author(s) (last names coming first),
year in parantheses, title of the book (in italics), place of publication and name of the publisher.
Eg: Bass, B.M., (1969), Training in Industry: The Management of Learning, London: Tavistock
Publications.
Blum, M.L and Nylor, J.C., (1968). Industrial Psychology, New York: Harper and Row.
c. Newspaper
Example of references from reports in newspapers : Rahul, M.“Will the budget achieve its objectives?”,
The Economic Times, 8th of March 1998.,p.4
d. Publications
If the references are from a report / compilations, without any specific authors, such as a publication from
an organization, Dept. or Govt., Anonymous(abbreviated as Anon)is mentioned in the place of author(s)
Anonymous, 1997, Copy Right Act of India, Ministry of Law, Govt. of India, New Delhi, pp: 22 – 28.
e. References from project report/dissertation/thesis:
ix
Example:
Thamayanthi,Y,2009,Influence of liberalization policy of the Govt. on the Small Scale Industry in
Tamilnadu, Ph.D thesis/[Link] Thesis/MBA project submitted to the School of Management Studies,
Anna University of Technology, Coimbatore. p 472.
f. Internet references
Example
In the text: Universal Business system seeks to motivate employees through a modified MBO process.
1. In the references: Universal Business System (online) (cited 22nd of Sept 2013). Available from
[Link]
Annexures:
Materials which are not essential but help in appreciating the report such as copies of ad materials,
product details, list of sister concerns, location map, publications and etc may be included as annexure.
They are arranged as Annexure I, Annexure II and etc.,
Appendices:
The materials / information which are closely related or essential to the study but could not have been
incorporated in the body of the report would appear as appendices as Appendix A, Appendix B and etc.
The materials which are usually put in the appendices are original data, long tables, long quotations,
supportive laws/acts, illustrations, extensive computations, questionnaires / schedules / forms used in
collecting data, transcripts of interviews and etc.,