Internship Report On

An analysis of Customer Satisfaction of

Al-Arafah Islami Bank Limited
(A case study on panthapath branch)

Submitted To
Controller of Examinations
National University Gazipur-1704

Supervised By
Israt Moriom Khan
Senior Lecturer
Department of Business Administration
Daffodil Institute of Information and Technology (DIIT)

Submitted By
Sadia Alam
Registration No.: 15501004020
Program: BBA, Major in Marketing
Department of Business Administration

Date of submission: 18/02/2021

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 Letter of Transmittal

Date:
Controller of Examinations
National University,
Gazipur-1704
Subject: Submission of “Internship Report”.
Dear Sir,
I am very pleased to submit my report on an analysis of Customer Satisfaction of
Al-Arafah Islami Bank Limited.
I have prepared this report based on three (03) months of service experience in
Panthapath Branch, Al-Arafah Islami Bank Ltd. I have attempted my best to
make it as worthwhile as possible. Despite time constraint and exhaustive
knowledge, I have put my best exertion to represent it in the best way. Kindly
accept my sincerest apology for misrepresentation, if any.
If you have any interrogation about this report kindly feel free to ask me.
I hope your kind judgment to the matter and oblige thereby.
Yours Sincerely,
……………………..
Signature of the Student

Sadia Alam
Registration No: 15501004020
Major in Marketing
Session: 2015-2016
Bachelor of Business Administration
Daffodil Institute of IT (DIIT)

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 Student’s Declaration

I am Sadia Alam a student of Department of Business Administration, Daffodil

Institute of IT, proclaims that the Internship Report on an analysis of Customer
Satisfaction of Al-Arafah Islami Bank Limited shows the result of my own
research works, pursued under the supervision of Israt Moriom Khan, Senior
Lecturer, Department of Business Administration , Daffodil Institute of IT.

I further certify that the submitted report is unique and no part or entire of this
report has been submitted to, in any structure, in any other university or
institution for any degree or some other reason.

……………………….
Signature of the Student
Sadia Alam
Registration No: 15501004020
Major in Marketing
Session: 2015-2016
Bachelor of Business Administration
Daffodil Institute of IT (DIIT)

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 CERTIFICATE OF THE SUPERVISOR

This is to certify that n Sadia Alam, student of BBA, Bearing National

University.
Registration Number: 15501004020, Academic session 2015-2016, Major in
Marketing, is a regular student of BBA program, Department of Business
Administration, Daffodil Institute of IT (DIIT), under National University. She
has completed a three month internship program customer satisfaction of Al
Arafah Islami Bank Limited (Panthapath Branch), under my supervision,
which is a fulfillment of particular requirement of BBA degree.

I wish her every success in life.

Israt Moriom Khan

Senior Lecturer
Department of Business Administration
Daffodil Institute of IT (DIIT)

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 Acknowledgement

At first I want to express my gratitude to Almighty Allah who enabled me to

complete the report inside the booked time. I’m thankful to Al-Arafah Islami
Bank Ltd. for providing me the opportunity to complete my internship program. I
also want to thank all the people who have given their support and assistance
extremely grateful to all of them for completion of the report successfully.

I need to offer thanks to officers and members of staffs of Al-Arafah Islami Bank
Ltd., Panthapath Branch, for their cooperation without which it would not be
conceivable to finish the report.

I would like to offer my gratitude to my internship supervisor Israt Moriom

Khan, Senior Lecturer, Department of Business Administration, Daffodil
Institute of Information and Technology (DIIT) for her direction and guidance to
complete my report.

Preparing this report was exciting and hard work at the same time. It is for the
first time that I have been able to gather real life experience working on a report.

I am also grateful to the Branch manager, Md. Abdur Rob Al-Arafah Islami Bank
Ltd, Panthapath branch for giving me his valuable time and co-operate me by
providing all necessary papers, documents and information in carrying out the
study.

I’m thankful to Principal Officer Md. Shamim Mostafa of Panthapath Branch,

Senior Principal officer S.M. Saleheen, First Assistance vice president Md. Ali
Akbar Mia, Senior Officer Abdullah Omor Nasif Al-Arafah Islami Bank Ltd. I
heartily thank to all officer of Al-Arafah Islami Bank Ltd and customer of
Panthapath branch, Dhaka for their sincere co-operation and who helped me to

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learn about banking during my internship. It would not possible to prepare the
internship report without their help and valuable advice and instruction.

I am thankful to all the faculty members for their teaching.

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 Executive Summary
Bank is a financial institute whose earn profit by providing financial service and
exchange of money to customers. There are three parts of bank operation, general
banking, loan and advance and foreign exchange.
This report is study on the an analysis of Customer Satisfaction of Al-Arafah
Islami Bank
Limited. This study conduct to understand and measure the customer perception
and satisfaction about Al-Arafah Islami Bank Ltd., Panthapath Branch. The
broad objectives of this study to collect information about the customer
satisfaction and service quality of Panthapath Branch, Al-Arafah Islami Bank
Ltd. There are some specific objectives of this study such as, to know about the
reliability, responsiveness, assurance, empathy and tangibility dimension of
service quality and to make recommendation to improve the service quality of
Panthapath Branch, Al-Arafah Islami Bank Ltd. Based on both the primary and
secondary sources of data was conducted by the research. In stage descriptive
research represent the research. A questionnaire was made by me for this survey.
To conduct my research. I used descriptive statistics where total sample size was
70. Management should take some necessary step to satisfy customer need. I find
out some findings that can help to increase the quality of service of Panthapath
Branch, Al-Arafah Islami Bank Ltd. Bank authority need to find out customer
need and fulfill customer satisfaction, they also need to improve their quality of
service they provided. To gain major market share. They need to be more reliable
about their service quality. They need to offer more rapid service to their
customer. Individual customer need to give proper attention by them. Need to
offer more modern facilities to improve their quality of service by them. This
branch need to more active to while providing service to customers by the
employee. If authority follow these recommendation and take necessary steps to
fulfill those recommendation, they will be able to improve their quality and
satisfy their customers and earn more potential customers of Panthapath Branch,
A-Arafah Islami Bank Ltd.

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 Table of Content

No. Particulars Page No.

Chapter-1: Introduction
1.1 Introduction 9
1.2 Origin of the Report 9
1.3 Objectives of the Report 10
1.4 Scope of the Report 10
1.5 Methodology of the Report 10-11
1.6 Limitation of the Report 11
Chapter-2: Overview of AIBL

2.1 Historical Background of Al-Arafah Islami 11

Bank Limited
2.2 Mission, Vision& Commitments of AIBL 11
2.3 Objectives of AIBL 11
2.4 Schemes of AIBL 11-12
2.5 Management of AIBL 12
2.6 Organizational Structure of AIBL 12-13
2.7 Different Sections and their Functions 13-15
Chapter-3: Customer Satisfaction of
AIBL
3.1 Customer Service 15
3.2 Customer Satisfaction 15
3.3 Five factors of Measure efficiency 15-17
Chapter-4 Data Analysis
4 Data Analysis of AIBL 17-27
Chapter-5: Findings, Recommendations,
Conclusion
5.1 Findings of the Report 27
5.2 Recommendations 28
5.3 Conclusion 28-29
5.4 Bibliography 29
5.5 Apendix 29-31

Chapter-1

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 1 Introduction
This internship program is a compulsory part of Bachelor of Business
Administration (BBA). This program offer an opportunity to the student to apply
their theoretical knowledge into practice and gain real life work experience. I will
perform my best to submit the report on an analysis of Customer Satisfaction of
Al-Arafah Islami Bank Limited. To understand the customer satisfaction of Al-
Arafah Islami Bank Ltd., Panthapath Branch’s attempt of the study.
To earn more market share is the aim of the bank. Loans at higher cost and
collect deposits at lowest possible cost are provided by bank. Banking expansion
has been increasing rapidly due to globalization and innovation of technology.
Banking need to cope with the global change in Bangladesh. In Bangladesh
Banks need to compete with local rivals as well as foreign rivals. Two essential
requirements are build up appropriate financial infrastructure by the central bank
and development of customer satisfaction to cope with a competitive banking
world. In real life circumstance an academic course of the study has a great worth
when it has workable application. Customer satisfaction of Panthapath Branch,
Al-Arafah Islami Bank Ltd in this report have been evaluated.

1.1 Origin of the Report-

Internship Program before the graduation is the basic requirement for the BBA
students in Daffodil Institute of IT (DIIT). Bank is service-oriented organization. So,
this study is a partial requirement of the Internship program of BBA curriculum at
the Daffodil Institute of IT (DIIT). Al-Arafah Islami Bank Limited purses
decentralized management policies and gives adequate work freedom to the
employees. The main purpose of internship is to get a student exposed to the job
world. Being an intern the main challenge was to translate the theoretical concepts
into real life experience. To get and organize detail knowledge on the job
responsibility. This report is the result of three months long internship program
conducted in Al-Arafah Islami Bank Limited and is prepared as a requirement for the

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 completion of the BBA program. As a result I need to submit this report based on the
“Customer Satisfaction’’ of Al-Arafah Islami Bank Limited”.

1.2Objectives of the Report-

The objective of the report can be viewed in two forms:

 General Objective
 Specific Objective

General Objective:

The general objective of this report is to fulfill the partial requirements of the
Bachelor of Business Administration (B.B.A) degree under the national university.

Specific Objective:

More specifically, this study entails the following aspects-

 To give an overview of Al-Arafah Islami Bank Ltd.
 To evaluate the presently delivered customer service of the bank.
 To find out customer satisfaction towards the bank.

1.3 Methodology of the report:

The study is conducted in a systematic procedure starting from selection of the topic
to final report preparation. The integral part was to identify and collect data; they
were classified, analyzed, interpreted and presented in a systematic manner to find
the vital points. The overall process of methodology followed in the study is
explained further.
My supervisor assigned the topic of the study. Before the topic was assigned it was
thoroughly discussed so that, a well-organized internship report can be prepared.
1) Primary Sources- Primary Data was derived from the practical deskwork.
Moreover, the survey also helped me to get information directly
-> Conversation with the officers.
-> Conversation with the clients.
2) Secondary Sources- secondary sources of information include
-> Annual report of AIBL
-> Manuals of AIBL (Bai-muajjal, Bai-murahaba, Bai-salam, Bai mudarabah )

1.4 Scope of the Report:

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 In my report I have highlighted the various steps of regular banking of the AIBL. I
have also discussed about the background of the sector, market structure, risk
management factor etc with the bank personnel. Before that, a brief overview of the
AIBL has been given to understand its options and activities. So the scope of the
report covers the comprehensive knowledge on the organization of AIBL. I have
tried to analyze and evaluate of general banking performance based on adequate
information contained in documents and interviews of banking officers.
1.5 Limitations of the Report:
There is some limitation in our study-

 The main problem was time constraint.

 In case of the survey the sample size was quite small as it was not possible to
analyze large sample due to time constraint.
 The duration of my work was only three months. But this period of time is not
enough for a complete and clear study.
 Another limitation was some essential information could not be collected due to
confidentially of banking purpose.

Although there were many limitations, I tried to give my best effort to furnish the
report.

Chapter-2
Organizational profile

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 Historical Background of Al-Arafah Islami Bank Limited (AIBL)
Islamic ideology encourages us to succeed in life here & hereafter. To achieve this
success, we must follow the way dictated by the Holy Ouran and the path shown by
Rasul (SM). Along with this goal in view Al-Arafah Islami Bank Ltd was
established(registered) as public limited company on 18th june,1995. The inaugural
ceremony took place on 27th September 1995. The authorized capital of the bank is tk
15000 million and the paid-up capital tk.10440.217 million. Some very renowned
Islamic personalities and pious businessmen of the country are the sponsors of the
bank. It has made appositive contribution towards the socio-economic development
of the country by opening 94 branches on which 31 authorized dealer (AD)
throughout the country. The bank conducts its business on the principles of
mudaraba, bai-muazzal and hire purchase transactions approved by Bangladesh
bank. Naturally its modes and operations are substantially different from those of
another conventional commercial bank. The shariah council consists of prominent
Ulema, reputed bankers, renowned lawyers and eminent economist.
Islamic Banking Movement in Bangladesh
In august 1974 Bangladesh signed the character of Islamic development bank and
committed itself to reorganize its economic and financial system as per Islamic
shariah. In January 1981, the then president of people’s republic of Bangladesh while
addressing the 3rd Islamic summit conference held in Makka and taif suggested the
Islamic countries should develop a separate banking system of their own in order to
facilitate their trade and commerce in November 1982 a delegation of IDB visited
Bangladesh and showed keen interest to participate to establishing a joint venture
Islamic bank in the private sector. Two professional bodies Islamic economic
research bureau and Bangladesh Islamic banker’s association made significant
contribution towards introduction of Islamic banking in the country. At last, the long-
drawn struggle to establish an Islamic bank in Bangladesh became a reality and
Islamic bank Bangladesh limited was established in march 1983 in which 19
Bangladeshi national, 4 Bangladeshi institution and 11 banks, financial institutions
and government bodies of the middle east and Europe including IDB and two

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eminent personalities of the kingdom of Saudi arabia joined hands to make the dream
a reality.
Vision, mission, commitments
Vision-
To be a pioneer in Islamic banking in Bangladesh and contribute significantly to the
growth of the national economy.

Mission-
 Achieving the satisfaction of almighty Allah both here & hereafter.
 Proliferation of shariah based banking practices.
 Quality financial services adopting the latest technology
 Fast and efficient customer service.
 Balanced growth.
 Maintaining high standard of business ethics.
Commitments:
 Ours is a customer focused modern Islamic banking making sound and
steady growth in both mobilizing deposit and quality investment to keep
our position as a leading islami bank in Bangladesh.
 To deliver financial services with the touch of our heart to retail, small
and medium scale enterprise as well as corporate clients through our
branches across the country.
 Our business initiatives are designed to match the changing trade &
industrial needs of the client.

Schemes of AIBL
1. Current account
2. Mudaraba saving account.
3. Mudaraba term deposit receipt account.
4. Short term deposit.

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5. Installment term deposit.
6. Double deposit scheme-
 Mudaraba kotipoti scheme.
 Mudaraba millionaire.
 Mudaraba lackpoti scheme.
7. Hajj deposit scheme.
8. Small investment scheme.

“Allah has permitted trade and forbidden interest”(verse 275 of sura Al-Bakara).
And as such al-arafah islami bank limited operates with the objectives and
commitment to implement the economic and financial principles of islam in banking
area blending Islamic values and modern technologies with a view to achieve
complete success in this world and hereafter. The primary objective of Al-Arafah
islami bank ltd is to promote, foster and develop the application of Islamic
principles, law and tradition to the transaction of financial, banking and related
business affairs and to promote investment companies, enterprise and concerns
which shall themselves be engaged in business as are acceptable and consistent with
Islamic principles, law and tradition.

Management-

The company is managed by its board of directors consisting of 15 members. The

board appoints an executive committee consisting of sponsor director(chairman,
vice-chairman,) its member, shareholder director, ex officer director, company
secretary. The board appoints, the managing director responsible for managing the
company’s overall operations within the framework of policies of the company.

Organization structure of AIBL

Managing Director

Deputy Managing Director

Senior Executive Vice President

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 Senior Vice President

Vice president

Senior Assistant Vice President

First Assistant Vice President

Senior Principal Officer

Principal Officer

Senior Executive Officer

Executive Officer

Officer

Probationary Officer

Fig: Organization Structure of AIBL

Sections and their functions

There are mainly three sections in AIBL, they are –

a) General Banking Division

b) Investment Division
c) Foreign Exchange Division
d) Human resource Division

These divisions have small department or units under them. The details of the
important sections and subsections are described below-

General Banking Division

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 There are certain three sections working together to fulfill the target of the company-

a) Customer Service.
b) Cash Department.
c) Accounts Department.
d) Clearing/EFT

a) Customer Service

Different functions of customer service are-

 Accounts opening
 Issuance of check book
 Issuance of payment order
 In branch/online transfer
 BACH operation of clearing check
 Executive customer standing instructions

b) Cash Department

Different functions of cash department are-

 Receiving cash from the depositors.

 Payment of cash to the client as demanded.
 Checking all areas of deposit slip whether it is clearly written or not ( name, account
no, amount)
 Cash register must be maintained by the cash officer.
 Maintenance of daily cash balance.

c) Accounts Department

a) general accounting b) investment accounting

2. Investment Division

Functions of investment divisions are-

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  Preparing the proposal
 Issuance of sanction letter
 Disbursing the payment
 Prepare & posting voucher

3) foreign exchange division

Foreign exchange or foreign trade is one of the pioneer business activities of the bank conducted by
and routed through the International Division. International Division of AIBL has been functioning
successfully having a good number of skilled officials headed by Senior Vice President who has a
long experience in this business line.
In order to accelerate /promote the Foreign Exchange business of the bank, man power of this
Division has been exerting their all-out efforts in establishing Correspondent Banking Relationship
with world reputed bank, in hunting corporate clients to boost up Import & Export business by
rendering their best and skilled services.
Besides, ID has continuing its utmost efforts to establish the remittance arrangements with the world-
renowned companies to bring the wage earners remittance from the Bangladeshi nationals in abroad to
contribute in widening the national revenue of the country for increasing remittance. As a result,
significant result has been made in the Foreign Trade.

4) Human Resource Division

One of the major responsibilities of the human resource division is to enforce the
personnel policy of AIBL. The section evaluates the performance of each employee
twice a year and maintains detailed file on each employe

Chapter-3

Theoretical concept

1.Customer Service

Customer service is the assistance provided to customers before, during, and after
purchase. An organization wanting to provide error-free customer service will invest
as much money in it as they do on aspects such as product development or sales and

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marketing. Organizations that provide spectacular customer service tend to be more
popular among their clientele than their competitors.

2.Customer Satisfaction

Customer satisfaction is defined as a measurement that determines how happy

customers are with a company’s products, services, and capabilities. Customer
satisfaction information, including surveys and ratings, can help a company
determine how to best improve or changes its products and services. An
organization’s main focus must be to satisfy its customers. This applies to industrial
firms, retail and wholesale businesses, government bodies, service companies,
nonprofit organizations, and every subgroup within an organization.

Importance of Customer Satisfaction:

 Repeat customers- Satisfied customers are likely to purchase from you

again. One easy way of knowing this is through customer satisfaction
surveys. Ask them to rate their satisfaction levels on a scale of 1 to 10 and
see who will be happy to purchase from you in the future.
 Competition differentiator- Customer satisfaction is the key to making
or breaking brands. In this competitive world of a huge number of brands,
customer satisfaction has to be focal to your customer strategy.
 Retaining customers is cost-effective- The cost to acquire new
customers is 6-7 times more than retaining your current customers. This
puts into perspective how vital customer satisfaction is.

Benefits of customer satisfaction:

 Customer loyalty- When your customers are satisfied, they believe in the
brand and become loyal. These loyal customers give brands repeat
business and form a major part of the revenue.
 Sales revenue- Brands focusing on customer satisfaction actively have
healthy sales revenue. They do not lose old customers and have a steady

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 revenue stream from repeat business. Customer satisfaction and increased
revenue are directly correlated.
 Reduce marketing expenses- Satisfied customers are your biggest
advocates. Their positive word-of-mouth lends your brand credibility,
popularity, and helps acquire new customers. This saves brands a lot of
money that they would spend on marketing and promotional campaigns to
acquire new customers.

** The five factors to measure efficiency:

There are 5 important elements perceived by the professionals that are crucial to
assuring the great of better administration so that it will raise the measurement of
profitability. They may be reliability, responsiveness, guarantee, empathy, and
tangibles. These 5 factors pick out the exceptional of interplay amongst customer and
company, the pleasure of physical environment nice and end result excellent of the
administration which leads the general help of the location of perfection of excellent.

From our diagram, we found that how these elements affect their pride stage.

Responsiveness:

It method the capacity to play out the guaranteed administration appropriately.

Because of banking, reliability is important. If the customer imagines that the
enterprise cannot continue its administration suitable afterward they may not be
enthused about banking with PBL. From our audit, we see that a big portion of the
clients pick out AIBL because they assume it's far dependable compared to others in
case of giving numerous interesting capabilities (Bangladesh worldwide). In
preferred, customers have a belief that AIBL is capable to present all the
administrations they supplied.

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Assurance:

It approaches the records and ability of the personnel to create agree with in the mind
of the customers approximately the completion of the assignment correctly and at the
timetable. Clients have an excellent notion of AIBL that they perform in step with
their guarantee. The warranty has a wonderful impact on the high-quality of the
administration due to the fact if guarantees are not kept clients may additionally
alternate to another bank.

Empathy:

To guarantee higher administration it's miles important for the personnel to have
empathy. Empathy manner giving character interest and taking greater care of the
purchaser. AIBL has younger and enthusiastic personnel that have interaction with
customers pleasantly and that they constantly ask approximately their pleasure and
dissatisfaction of each man or woman.

Tangibles:

Tangibles are a vital thing as it coordinates the patron mind about the best of the
administration. Tangibles are bodily facilities, equipment, and so on used inside the
context of a management company. Internal ornament, sitting arrangements, the
temperature of the room, cleanness fragrance everything controls the notion of
customers about the satisfactory of the administration. AIBL has confirmed nicely
inner ornament in all their branches and they endeavor to preserve the standard in
their administration's cape equal everywhere in the global.

Chapter-4 (Data Analysis)

** Measurement of customer’s opinions about service

1. Resondents Information

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 Table4.1: Respondents Information:

Particulars Frequency
Male 30
Female 20
Total 50

Respondents Information Male Female

40%

60%

2. Satisfaction with the bank’s time management

Tables4.2: satisfaction with the bank’s time management
Frequency Distribution

Frequency distribution
frequency Percent Mean
Highly Satisfied (5) 6 12
Satisfied (4) 38 76
Neutral (3) 5 10
3.98
Dissatisfied (2) 1 2
Highly dissatisfied (1) 0 0
Total 50 100

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 sa ti sfa c ti o n wi t h t h e b a n k ’s ti m e m an ag emen t
Column2

H i g h l y d i s s a ti s fi e d 0

D i s s a ti s fi e d 1

Neu t r al 5

S a ti s fi e d 38

H i g h l y S a ti s fi e d 6

Comment: As, 86% of the respondents have given their opinion in between
‘satisfied’ to ‘Neutral’ and the mean value of all the feedback stands for 3.98. this
mean value represents that most of the customer are satisfied with the bank
environment but very few of them are neutral in position.

3. Satisfaction with the bank’s sincereness interest in customer

Table 4.3: Satisfaction with the bank’s sincereness interest toward customer

Frequency distribution
frequency Percent Mean
Highly Satisfied (5) 9 18
Satisfied (4) 30 60
Neutral (3) 7 14
Dissatisfied (2) 4 8 3.88
Highly dissatisfied 0 0
(1)
Total 50 100

Comment: As, 74% of the respondents have given their opinion in between
‘satisfied’ to ‘Neutral’ and the mean value of all the feedback stands for 3.88. This

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mean value represents that most of the customer are satisfied with bank’s sincereness
interest toward customer but very few of them are neutral in position.

satisfaction with the banks sincereness toward

customer
highly satisfied satisfied neutral dissatisfied higly dissatified

8%
18%

14%

60%

4. Satisfaction with the branch’s location

Table 4.4: Satisfaction with the branch location

Frequency distribution
frequency Percent Mean
Highly Satisfied (5) 7 14
Satisfied (4) 35 70
Neutral (3) 3 6
Dissatisfied (2) 5 10 3.88
Highly dissatisfied
0 0
(1)
Total 50 100

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Comment: As, 76% of the respondents have given their opinion in between
‘satisfied’ to ‘Neutral’ and the mean value of all the feedback stands for 3.88. This
mean value represents that most of the customer are satisfied with branch’s location
but very few of them are neither satisfied nor dissatisfied with the branch location.

Satisfaction with the branch location

10% 14%
6% highly satisfied
satisfied
neutral
dissatisfied
highly dissatisfied

70%

5. Satisfaction with the bank’s environment

Table 4.5: Satisfaction with the bank environment

Frequency distribution
frequency Percent Mean
Highly Satisfied (5) 6 18
Satisfied (4) 38 76
Neutral (3) 5 10
3.98
Dissatisfied (2) 1 2
Highly dissatisfied (1) 0 0
Total 50 100

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Comment: As, 86% of the respondents have given their opinion in between
‘satisfied’ to ‘Neutral’ and the mean value of all the feedback stands for 3.98. This
mean value represents that most of the customer are satisfied with bank’s
environment but very few of them are neutral in position.

satisfaction with the banks location

10% 2% 12%
highly satisfied
satisfied
neutral
dissatified
highly dissatisfied

76%

6. satisfaction about the security of the bank

Table 4.6: Satisfaction about the security of the bank

Frequency distribution
frequency Percent Mean
Highly Satisfied (5) 11 18
Satisfied (4) 26 76
Neutral (3) 0 0
Dissatisfied (2) 1 2 3.70
Highly dissatisfied 13 26
(1)
Total 50 100

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 Comment: As, 52% of the respondents have given their opinion in between
‘satisfied’ to ‘Neutral’ and the mean value of all the feedback stands for 3.70. This
mean value represents that most of the customer are satisfied with bank security.

satisfaction with the security of the bank

highly satisfied satisfied neutral dissatisfied higly dissatified

7. satisfaction about the ATM booths of the bank

Table 4.7: Satisfaction about the ATM booths of the bank

Frequency distribution
frequency Percent Mean
Highly Satisfied (5) 12 24
Satisfied (4) 22 44
Neutral (3) 0 0
Dissatisfied (2) 16 32 3.60
Highly dissatisfied 0 0
(1)
Total 50 100

Comment: As, 44% of the respondents have given their opinion in between
‘satisfied’ to ‘Neutral’ and the mean value of all the feedback stands for 3.60. This

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mean value represents that least of the customer are satisfied with ATM booths of the
bank.

Satisfaction about the ATM booths of the bank

24% higly satisfied

32% satisfied
neutral
dissatisfied
higly dissatisfied

44%

8. Satisfaction with the behavior of branch staff’s

Table 4.8: Satisfaction with the behavior of branch staff’s

Frequency distribution
frequency Percent Mean
Highly Satisfied (5) 6 12
Satisfied (4) 23 46
Neutral (3) 17 34
Dissatisfied (2) 4 8 3.62
Highly dissatisfied 0 0
(1)
Total 50 100

Comment: As, 80% of the respondents have given their opinion in between
‘satisfied’ to ‘Neutral’ and the mean value of all the feedback stands for 3.62. This
mean value represents that most of the customers value the personal relationship with
the bank but few of them are neither satisfied nor dissatisfied with the statement.

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 satisfaction with the behavior of the branch staff's

highly satisfied satisfied neutral dissatisfied highly dissatisfied

9.satisfaction with the cheque book delivery

Table 4.9: Satisfaction with the cheque book delivery

Frequency distribution
frequency Percent Mean
Highly Satisfied (5) 3 6
Satisfied (4) 28 56
Neutral (3) 16 32
Dissatisfied (2) 3 3.62
6
Highly dissatisfied 0 0
(1)
Total 50 100
Comment: As, 88% of the respondents have given their opinion in between
‘satisfied’ to ‘Neutral’ and the mean value of all the feedback stands for 3.62. This
mean value represents that most of the customers cheque book delivery of the bank
but few of them are neither satisfied nor dissatisfied with the statement.

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 satisfaction with the cheque book delivery
6% 6%

32%

56%

highly satisfied satisfied neutral dissatified highly dissatisfied

10.Satisfaction with the fees/charges of the branch

Table 4.10: Satisfaction with the fees/charges of the bank

Frequency distribution
frequency Percent Mean
Highly Satisfied (5) 0 0
Satisfied (4) 32 64
Neutral (3) 10 20
Dissatisfied (2) 8 16 3.48
Highly dissatisfied 0 0
(1)
Total 50 100

Comment: As, 84% of the respondents have given their opinion in between
‘satisfied’ to ‘Neutral’ and the mean value of all the feedback stands for 3.48. This
mean value represents that most of the customers satisfied with the bank fees/service
charge but few of them are neither satisfied nor dissatisfied with the statement.

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 satisfaction with the fees/charges of the bank

19%
higly satisfied
satisfied
6% neutral
dissatisfied
5% higly dissatisfied

71%

11. Recommended this branch to my relatives/friends/colleagues

Table:4.11- Recommended this branch to my relatives/friends/colleagues

Frequency distribution
frequency Percent Mean
Highly Satisfied (5) 6 12
Satisfied (4) 23 46
Neutral (3) 17 34
Dissatisfied (2) 4 8 3.62
Highly dissatisfied 0 0
(1)
Total 50 100

Comment: As, 80% of the respondents have given their opinion in between
‘satisfied’ to ‘Neutral’ and the mean value of all the feedback stands for 3.62. This

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mean value represents that most of the customers with the bank but few of them are
neither satisfied nor dissatisfied with the statement.

R ecommend this branch to my friends/relatives/

colleagues

8% 12%

34%

46%

highly satisfied satisfied neutral dissatified highly dissatisfied

Chapter-5

Findings, Recommendation& conclusion

5.1 Findings:

While working in Al Arafah Islami Bank LTD, in Panthapath branch I gather some
experience. I have got some findings of the working environment and some
activities. The findings given below:

 Most of the customers are satisfied with the banks time management.
 Customers are satisfied with the banks sincere interest.
 They are satisfied with the branch’s location.
 Most of the customers are satisfied with the bank’s environment.

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  Some of the customers are satisfied with the security of the bank.
 Some are satisfied and some are dissatisfied with the ATM booths of the
bank.
 Most of the customers are satisfied with the behavior of the branch staff’s.
 Some are neutral about the check book delivery of the branch.

5.2: Recommendations

To decrease gaps between the normal dimension of an actual dimension of

satisfaction some recommendation for AIBL is given beneath:

 AIBL should pursue advertising campaign in order to build a strong image among
the people
 The facility of carrier charge price ought to be upgraded. They can open new
coins counter handiest for invoice fee.
 AIBL must decrease their administration fee to draw extra clients in all plans.
 AIBL can gift token framework management so the purchaser can complete their
paintings with no inconvenience.
 They must pay attention more to their promotional interest. As they do not do a
good deal promotional pastime, they are able to have a marketing campaign,
greater commercial in newspaper and also on social web sites.
 Because the discoveries of the evaluate say that customers aren't satisfied with the
financing value AIBL must deal with growing the mortgage value on the store and
reduce on loans as other contender banks are doing as such.
 AIBL need to deliver extra attention to the individual consumer in unraveling their
particular needs.
 AIBL must give education to the personnel to decorate their aptitudes in
communicating with the clients and to present snappy assist of the customers.

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5.3: Conclusion

AIBL has begun its banking sports a lot earlier comparing to the alternative banks
and due to that, it has won a top-notch deal of banking background which has been
verified relatively commendable for them. Regardless, this is a part of their pastime
due to the fact our state’s economic condition is yet to increase a fantastic deal. Time
to time they're imparting varying attractive programs of this system for customers
like diverse styles of an account, as an instance, modern store Account, savings
Accounting, and stuck keep Account, and so forth from the given charts and tables
we will see the various range in their shops and other offers which remains on
changing time to time. Nevertheless, it isn't always astute on their part. In order that
they ought to take into account the non-economic motivating forces a tad definitely
for the customers in addition to for the representatives also. In addition, they want to
boom the variety of appealing offers with the increasing enterprise.
Bibliography
Books:

1. Brassington, F & Pettitte, S (2000), Principles of

Marketing, 2nd edition. Harlow Pearson Education Limited.
2. Berry, L. L. and Parasuraman, A. (1991), Marketing
Service: Competing Through Quality. New York: Free Press.
3. Kotler, P. (2000). Marketing management. (10th Ed.) New
Jersey:
4.

Websites:

• https://www.al-arafahbank.com/
• http://www.hrworld.com/features/16-promotion-mix-
021908/
• https://www.google.com/search?q=customer+satisfaction
• http://www.wpi.edu/Admin/HR/promotion-mix.html

Others:

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  Annual report of AIBL.
 Managerial conference report of AIBL.
 Manual of General Banking

Appendix

Dear respondent,
This is inform you that I working as an intern at Al- Arafah Islami Bank an I am
a student of
Daffodil Institute of IT. I am going to conduct a research on “customer
satisfaction of Al-Arafah Islami Bank” Panthapath Branch, Dhaka. This research
will be conducted under the internship course in order to find out the overall
efficiency and effectiveness of the service which is being provided by Al-Arafah
Islami Bank of Panthapath Branch.
I pledge to you, that the above information will not be disclosed by any means
and also that the repondents will be kept unidentified.
Thank you.
The following survey questions have been created in order to acquire data for an
evaluation on the level of customer satisfaction at Al-Arafah Islami Bank of
Panthapath Branch in terms of service quality.
(please indicate your answer with a tick mark)

Name .............................................

*Gender

a) Male b) Female
*Age
d)50-60
a) 20-30 years b) 30-40years c) 40-50 years years
*Occupation
a) Student b) Home-maker c) Service holder
d) Business-man e) Others

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Serial About Highly Satisfie Neutral Dissatisfied Highly
d dissatisfied
satisfied
1. When this branches employee
promises to do something by a
certain time, it does so…..

2. When you have a problem, the

employee shows a sincere
interest in solving your
problems ...
3. Are the customers satisfied with
the bank’s environment…
4. Is the location of the branch is
suitable….

5. Is this branch of the bank has

enough security……

6. Is the ATM booths of the bank

is always active for
transactions….
7. How satisfied are you with the
behavior of the branch staff.....

8. How satisfied are you with the

cheque book/delivery.....

9. How satisfied are you with the

fess/service charges of the
branch ........
10. Would you recommended this
branch to your
relatives/friends/colleagues....

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