Rimel Internship Report On SJIBL (2003)

Chapter - 1 Introduction
[Measure The Level of Satisfaction of Customers at Shahjalal Islami Bank Limited, 1 Mohakhali Branch]
1.0 Introduction
Early banking system served mainly as depositors for funds, while the more modern system has considered the supplying of credit their main purpose. A bank not only accepts money or deposits, but also lends money and creates its own credit; Crowther (2009, Bank Foundation, 5th edition) has defined a bank as a dealer in debts- his own and of other people. Sawyers (2006, Fundamentals of Banking, 2nd edition) states, we can define a bank as an institution whose debts (bank deposits) are widely accepted in settlement of other peoples debts to each other.
Banks are financial institutions or financial intermediary that collect fund from people as deposit and lend this fund as loans and advances to the borrowers in different sectors of the economy against interest for certain period. Banks play a very important role in both national and international trade. Moreover, banks provide some other non-traditional services like factoring, issuing bank guarantees etc. which are very supportive to modern business.
In Bangladesh, there are government Banks, Private Banks and foreign Banks. Shahjalal Islami Bank Limited is one of the leading private sector commercial bank in Bangladesh.
1.1 Problem Statement

In this internship report, the problem statement is Measure The Level of Satisfaction of Customers at Shahjalal Islami Bank Limited, Mohakhali Branch.
1.2 Origin of the report

This report titled Measure The Level of Satisfaction of Customers at Shahjalal Islami Bank Limited, Mohakhali Branch is prepared for fulfilling a partial requirement of both the BBA and the internship programs. Shahjalal Islami Bank Limited is the host organization for the three months internship program which began on June 03rd 2012 and ended on September 03rd 2012. To prepare the report as an apprentice have taken necessary assistance from Mr. Ashaduzzaman who authorized me to prepare this report.
1.3 Objective of the report The broad objective of the report is:
The objective of this study is to measure the customers level of satisfaction of Shahjalal Islami Bank Ltd., Mohakhali Branch.
The specific objectives of this report are: Know the ability of employees to perform promised service dependently and
accurately.
Know to what level the customers are assured by competence, courtesy, credibility
and security by the bank and its employees.
Measure to what extent the tangible appearances are satisfying customers. Evaluate customers satisfaction in getting convenient banking hour, care &
individual attention.
Assess willingness of employees to help customers & to provide prompt service.
1.4 Importance of the study

Large Industry setup requires a huge amount of capital. But Bangladesh is poor country. It is very difficult for a developing country like Bangladesh to finance large-scale industries. It is not easier to fulfill the employee demand by their compensation. We know compensation includes Salary and Benefits. But in the developing country like Bangladesh any organization can not afford their employee demands. But in the developed country like Japan, they can afford their employee demands. On the other hand, we need profit in our organization. So we need to know properly the satisfaction level of our organizations employee. And we should try to improve the satisfaction level on the basis of their working ability. Then our country organization will be gain profit more than previously.
1.5 Methodology Data Collection Technique:

The report has been prepared on the basis of the experience gained during the period of the internship. The important features of the report are the use of both primary and secondary data. The data was collected from two sources: Primary Data Collection The primary data have been obtained through using following two techniques: Key Informant Interview Process: Ive used this process to collect qualitative data on customer satisfaction, its influencing elements, ways to improve it, etc. For this reason I have conducted KIIs with the following personnel: Md.Saiful Islam, Junior Executive Officer (JEO) Md. Nasir Uddin, Junior Executive Officer (JEO) Md. Gazi Monjur Morshed , Client Relationship Officer (CRO) Md. Moniruzzaman, Trainee Officer (TO)
Sampling Technique:
The sampling technique was Non-probability sampling technique. The sample size was selected on the basis of convenience. For the research, Mohakhali branch was taken under consideration on the basis of convenience for formulating the sample. Secondary Data Collection The secondary data have been collected from published literatures, journals, company reports, head offices orders, websites, etc.
1.6 Scope of the Study

The report deals with measuring the satisfaction level of the customers of Shahjalal Islami Bank Limited, Mohakhali Branch. These customers are the people who have account in this branch. The total population is not covered here. It is based on sample survey. Thus the satisfaction level of the entire customers of Shahjalal Islami Bank Limited or any other branch of the bank is not measured here and these will not be a part of the report. The study was conducted from 18th of June, 2012 to 10th of July, 2012. Thus the samples were selected from the customers who came to bank in during this time period. [Measure The Level of Satisfaction of Customers at Shahjalal Islami Bank Limited, 4 Mohakhali Branch]
1.7 Limitation of the Study

The limitations of the report and the study are follows:
Time was major limitation or factor while preparing the report. The report had to be prepared
in three months of the internship period.
Most of the customers are not ready to give the answers of the questionnaire. The customers were confused of providing the correct answer due to the lack of knowledge
and confidentiality.
The report has been conducted within a short time frame. The study is self financed. Only Mohakhali Branch of the bank has been considered for the study. The sample size does not represent the total population. Samples were selected conveniently. For the convenient of the study non probability samples have been used. All weights given are judgmental. As time frame was short and the whole study was conducted by one person there is chance of
having error in any stage of data collection, data entry, data organizing, data sorting, data testing, data presentation, interpretation of result, etc.
Chapter - 2 Organizational Profile
2.0 Islamic Banking in Bangladesh

Islamic banking started in Bangladesh through establishment of the Islami Bank Bangladesh Ltd. (IBBL), which is considered to be the first interest-free bank in Southeast Asia. Al-Baraka Bank Ltd., often called the second Islamic bank of Bangladesh, commenced banking business on 20 May 1997. It is a joint-venture enterprise of Al-Baraka Investment and Development Company, a renowned financial and business house of Saudi Arabia, Islamic Development Bank, a group of eminent industrialists of Bangladesh, and the government of Bangladesh. In 1996, two more Islamic banks were given clearance to operate under Islamic banking principles. They were the Al-Arafah Islami Ltd. and Social Investment Bank.
Now 6 (six) local Private Commercial Banks (PCBs) are working at Bangladesh. These are as follows: a. Al - Arafa Islami Bank Ltd. b. First Security Islami Bank Ltd. c. ICB Islami Bank Ltd. d. Islami Bank Bangladesh Ltd. e. Shahjalal Islami Bank Ltd. f. Social Investment Bank Ltd.
2.1 Organizational Profile

About Shahjalal Islami Bank Ltd. (SJIBL) Shahjalal Islami Bank Limited (SJIBL) commenced its commercial operation in accordance with principle of Islamic Shariah on the 10th May 2001 under the Bank Companies Act, 1991. During last eleven years SJIBL has diversified its service coverage by opening new branches at different strategically important locations across the country offering various service products both investment & deposit. Islamic Banking, in essence, is not only interest-free banking business, it carries deal wise business product thereby generating real income and thus boosting GDP of the economy. Board of Directors enjoys high credential in the business arena of the country, Management Team is strong and supportive equipped with excellent professional knowledge under leadership of a veteran Banker Mr. Muhammad Ali.
2.2 Vision
To be the unique modern Islami Bank in Bangladesh and to make significant contribution to the national economy and enhance customers' trust & wealth, quality investment, employees' value and rapid growth in shareholders' equity.
2.3 Mission
To provide quality services to customers To set high standards of integrity To make quality investment To ensure sustainable growth in business To ensure maximization of Shareholders' wealth To extend our customers innovative services acquiring state-of-the-art technology blended with Islamic principles. To ensure human resource development to meet the challenges of the time.
2.4 Strategies
To strive for customers best satisfaction & earn their confidence To manage & operate the Bank in the most effective manner To identify customers needs & monitor their perception towards meeting those requirements. To review & updates policies, procedures & practices to enhance the ability to extend better services to the customers To train & develop all employees & provide them adequate resources so that the customers needs are reasonably addressed To promote organizational efficiency by communicating company plans, polices & procedures openly to the employees in a timely fashion To cultivate a congenial working environment To diversify portfolio both the retail & wholesale markets
2.5 Motto
Committed to Cordial Service [Measure The Level of Satisfaction of Customers at Shahjalal Islami Bank Limited, 8 Mohakhali Branch]
2.6. Organizational Structure/ Organogram
A. [Measure The Level of Satisfaction of Customers at Shahjalal Islami Bank Limited, 9 Mohakhali Branch]
Board of Directors: Shahjalal Islami Banks Board of Directors consists of the following postsa. Chairman b. Vice Chairmen c. Directors d. Independent Director e. Sponsors f. Managing Director g. Company Secretary B. Executive Committee: This banks executive committee has following 10 postsa. Chairman b. Vice Chairman c. Member (Seven) d. MD & Ex-officio Member C. Audit Committee: SJIBLs audit committee is made up of 3 individuals-Chairman and two members. D. Shariah Council: Shariah Council of the Bank is playing important role in guiding and supervising the implementation and compliance of Islamic Shariah principles in all activities of the Bank since its very inception. The Council, which enjoys a high status in the structure of the Bank, consists of prominent ulema, reputed banker, renowned lawyer and eminent economist. Members of the Shariah Council meet frequently and deliberate on different issues confronting the Bank on Shariah matters. They also conduct Shariah inspection of branches regularly so as to ensure that the Shariah principles are implemented and complied with meticulously by the branches of the Bank. E. Management of the Bank: Managing Director, Deputy Managing Director, Senior Executive Vice President, Executive Vice Presidents, Senior Vice Presidents, Vice Presidents, Senior Assistant Vice Presidents, Assistant Vice Presidents, etc. are the people who are holding the managerial positions of the bank.
2.7 Capital Structure

At the very inception, Shahjalal Bank started with an authorized capital of BDT 800 million. While its initial paid up capital was BDT 205 million subscribed by the sponsors in the year [Measure The Level of Satisfaction of Customers at Shahjalal Islami Bank Limited, 10 Mohakhali Branch]
2001. The capital and reserve of the bank as on 31 st December, 2010 stood at BDT 4069 million including paid up capital of BDT 2246 million. The Capital Adequacy Ratio (CAR) as of 31st December, 2011 stood at 13.81% (Tier-1 capital 12.24% and Tier-2 capital 1.57%) that was well above minimum requirement of 10% by Bangladesh Bank. The capital management framework is designed to ensure that bank maintains sufficient capital consistent with the banks risk profile, all applicable regulatory requirement and credit rating considerations. The capital management process is consistently reviewed by the senior management of the bank. It is frequently reviewed by the board also and appropriate decisions are being adopted time to time to strengthen banks capital.
2.8 Company Growth

Growth in Equity: The authorized capital of the bank is BDT 4000 million and paid-up capital of the bank is BDT 2246 as on 31st December, 2011. Total equity was BDT 4069 million as on 31st December, 2011. These amounts are better than previous years.
Equity Composition of 2011 Equity Movement from 2007 to 2011
2008 2009 2010 2011 Equity Movement from 2004 to 2011 Growth in Adequate Capital: Total equity of the bank as on 31st December of 2010 was BDT 3040.88 million and the total equity stood to BDT 4069.09 million on 31st December of 2011, which was 13.81% of the risk weighted assets as against the requirement of 10.00%. Though 2011s figure is lower than that of 2010 it is still higher enough than the required adequate capital. The core capital was 12.24% of risk weighted assets as on 31st December, 2011 against requirement of 5%. Capital Adequacy Position from 2007 to 2011
2007
2007
2008
2009
2010
2011
Capital Adequacy Position from 2007 to 2011 Growth in Deposit: Total deposit of Shahjalal Islami Bank stood at BDT 36484.24 million as on 31st December, 2008 as against BDT 22618.19 million of 31st December, 2007 registering an increase of BDT 13866.05 million, i.e. 61.31% growth. The deposit mix of the bank as on 31st December, 2011 was as bellow: [Measure The Level of Satisfaction of Customers at Shahjalal Islami Bank Limited, 12 Mohakhali Branch]
Deposit Mix of 2011
Trend of Deposit from 2007 to 2011
2007
2008
2009
2010
2011
Trend of Deposit from 2007 to 2011 Growth in Investment: Total investment of the bank stood at BDT 32918.77 million as on 31st December, 2008 as against BDT 20616.61 million of 31st December, 2007 registering an increase of BDT 12302.16 million, i.e. 59.67% growth. The bank is careful in deployment of the fund. Mode wise investment portfolio as on 31st December, 2011 is given below:
Investment Portfolio of 2011
Investment Portfolio of 2011 Trend of Investment from 2007 to 2011
Trend of Investment from 2007 to 2011
Deposit & Investment Growth [Measure The Level of Satisfaction of Customers at Shahjalal Islami Bank Limited, 14 Mohakhali Branch]
Growth in Operating Profit: As of 31st December, 2008; during the year the bank earned an amount of BDT 5285.39 million and spent an amount of BDT 3475.59 million, resulting a total operating profit of BDT 1809.80 million which increased by 494.79 million Over last year. From the operating profit of BDT 145.00 million kept provision for investment, BDT 70.50 million provision kept for off-balance sheets, BDT 27.50 million provisions kept for investment in securities, BDT 1.00 million provisions kept for other assets and then profit before taxes stood total 1565.80 million and deducting income taxes of BDT 748.09 million, net profit after taxation stood at BDT 817.71 million. As appropriation of net profit BDT 313.16 million was transferred to statutory reserve as per Bank Company Act. 1991 and remaining BDT 504.55 million was transferred to retained earnings. A summary of operating result of the bank as on December, 2008 vis--vis the position of December, 2008 is shown below:
Operating Results from 2006 to 2008
Growth in Human Resources: The bank always laid emphasis on human resources and its development. The bank believes in the factor that the banks survival is closely interlinked with the quality of service and satisfaction of the client that directly depends on qualification and efficiency of the employees. With this objective in view, the bank excels the performance of its member of the staff by creating opportunities through providing proper training, rewards and recognition. To attract and retain qualified and efficient staff, the bank has formulated a number of well thought policies for the welfare of its employees, in the form of gratuity fund, social security fund, employees house building investment scheme, employees car financing scheme, benevolent fund & employees house furniture allowance, etc. Total number of manpower of the bank stood at 878 on 31st December, 2008 as against 555 of 31st December, 2011. [Measure The Level of Satisfaction of Customers at Shahjalal Islami Bank Limited, 15 Mohakhali Branch]
2007
2008 2009 2010 Manpower Position from 2007 to 2011
2011
2.9 Corporate Social Responsibility (CSR)

As an Islamic bank & body corporate, Shahjalal Islami Bank is quite conscious of its social responsibility. Having due regards to this the bank has already formed Shahjalal Islami Bank Foundation with the aim to serve humanity through different welfare activities giving emphasis on Health, Habitat & Education. Education: The banks foundation has planned to establish Shahjalal Islami Bank International School & College. It may further be mentioned here that the bank has declared permanent education award for the students who secure first, second & third place in MBA Examination with Islamic Economics and Banking as one of the subject under the department of Banking of the University of Dhaka. Besides, the bank has started its scheme of awarding Scholarship to poor but meritorious students with outstanding result in Secondary School Certificate (SSC) and Higher Secondary Certificate (HSC) Examinations for pursuing their higher studies on a regular basis. The bank is also offering investment scheme for education. Health: The Bank has a plan to establish Shahjalal Islami Bank Hospital. In various disasters like flood, tornado, etc. bank has come forward with relief for the affected people. Besides, for this purpose bank has donated BDT 4.0 million to Prime Ministers Relief Fund and has also donated BDT 2.0 million to Armys Relief Fund. Rural Development: Through the rural branches of the bank, Shahjalal Islami Bank Ltd. is conducting Rural Investment Program (RIP). Under this program the bank is giving loans in agro processing and in setting up agro-based industry in the rural area. The bank is providing more and more SME loans for generating more and more employment opportunity, ensuring higher [Measure The Level of Satisfaction of Customers at Shahjalal Islami Bank Limited, 16 Mohakhali Branch]
income of people and high living standard. Shahjalal Islami Bank is offering various investment schemes which are very much appropriate for individuals, doctors, engineers, and other salaried people. More and more welfare activities and Institutional Development Programs are planned to be performed by the bank and its foundation in future in a view to serve the countrys people.
2.10 Products 2.10.1 Deposit Schemes

The name of the SJIBL deposit schemes are mentioned below: a. Mudaraba Monthly Income Scheme c. Mudaraba Term Deposit Receipt (MTDR) e. Mudaraba Short Notice Deposit Accounts (MSND) g. Mudaraba Monthly Deposit Scheme h. Mudaraba Millionaire Scheme b. Mudaraba Haji Deposit Scheme d. Mudaraba Saving Deposit Accounts (MSD) f. Multiple Benefit Scheme
2.11 Services 2.11.1 Online Banking Services

To provide better services to the valued customers using the latest technology and electronic media competing with other private banks to set and establish full automated, online, centralized banking systems interfacing (connecting software) with all delivery channels like: ATMs, POS, etc. Online banking/ any branch banking is a system where transactions, query and statements of any client of a branch may be carried out from another branch of the bank.
2.11.2 SJIBL VISA Card Services

Card is considered as a new dimension of product resulting from technological development in the banking arena. In line with our affiliation with VISA International for VISA ATMs and POS, the following two products are launched broadening service products of the Bank to the clients:
a. VISA Electron (SJIBL VISA Debit Card - local) b. VISA Prepaid (SJIBL VISA Prepaid Card) i. SJIBL VISA Prepaid (Prepaid Card Local) ii. SJIBL VISA Prepaid (Prepaid Card International) iii. SJIBL VISA Prepaid (Prepaid Card Dual) iv. SJIBL Souvenir Card (Gift Card Local)
2.11.3 SMS/Push Pull Services

This automated SMS/Push Pull can be reached 24 hours a day, 7 days a week. The following services and information clients can get through SMS/Push Pull Service of SJIBL: a. Balance inquiry b. Cheque book requisition c. Cheque leaf status d. FC Rate information. e.Cheque stop payment instruction f. Statement request by courier/ post g. Statement request by E-mail h. Last three transactions statement i. Help Inquiry j. PIN change
2.11.4 Foreign Remittance Services 2.11.4.1 Western Union

Western Union Financial Services Inc. U.S.A. is the number one and reliable money transfer company in the world. This modern Electronic Technology based money transfer company has earned worldwide reputation in transferring money from one country to another country within the shortest possible time. It has over 3, 45,000 agent locations across 200 countries and territories. Shahjalal Islami Bank Limited has set up a Representation Agreement with Western Union Financial Services Inc. U.S.A. Millions of people have confidence on Western Union for sending money to their friends and family. Through Western Union Money Transfer Service, Bangladeshi Wage Earners can send money quickly from over 3,45,000 Western Union Agent Locations in over 200 countries and territories worldwide- the worlds largest network of its kind, only by visiting any branches of Shahjalal Islami Bank Limited in Bangladesh.
2.11.4.2 Kushiara
Kushiara Money Transfers a definition of safety and reliability and a popular Money Transfer Company in United Kingdom (U.K.). It has 200 agent locations all over UK. Kushiara offers Instant Cash next day collection from Bank counter at most cities in Bangladesh and "Quick Credit" to beneficiarys account in all over the Bangladesh. Transfer of money is processed after the remittance request and the bank posts the customers copy of the remittance form to customers given address after the fund are cleared. The usual times for clearing of cheques require 3-5 working days. The Remittance Form can be downloaded from the website: www.kushiara.net.
2.11.3 SWIFT
Shahjalal Islami Bank Limited is a member of the Society for Worldwide Inter Bank Financial Telecommunication (in abbreviation S.W.I.F.T.) SWIFT is the industry-owned cooperative supplying secure, standardized messaging services and interface software to nearly 8,300 financial institutions in 208 countries and territories. SWIFT members include banks, broker- dealers and investment managers. The broader SWIFT community also encompasses corporate as well as market infrastructures in payments, securities, treasury and trade. SJIBL SWIFT codes are given at Appendix.
2.11.4 Capital Market Services

Shahjalal Islami Bank commenced its Brokerage House operation in the year 2008 through a separate division named Capital Market Service Division (CMSD). CMSD provides BO Account facility and margin facility to its customers to invest in the secondary markets. Diversified products with different category of investment ceiling and other value added services are also available for customers. The customers were also provided with assisted services facilities on the basis of published information and accounts. The division managed portfolio value of more than 833 million under margin accounts. As a result, profitability of CMSD shown significant positive trend during 2011. Divisional contribution was 2.21% percent to total operating profit before Provision and taxes of the Bank. The Bank has established a well decorated and highly technology based trading facilities for the connivance of the customers. [Measure The Level of Satisfaction of Customers at Shahjalal Islami Bank Limited, 19 Mohakhali Branch]
2.11.5 SME Services

Shahjalal Islami Bank Ltd. provides small & medium enterprises SME services through its eight SME service centers. These are as follows: ur-1 SME Service Center, Dhaka Shafipur SME Service Center, Gazipur Islampur SME Service Center
Center, Shariatpur
2.12 Performance of the Bank (Credit Rating)

Credit rating of the bank was performed by Credit Rating and Information Services Limited (CRISL). In their report (Report: RR/253/09) of April 2011, they rated the bank as AA- (double A minus) for long term and ST-2 for short term. The gradation in long term rating has been done in consideration of its good capital adequacy, appropriate asset quality, increased non-funded business and sound liquidity position. The short term rating indicates high certainty of timely repayments of financial obligations. Risk factors are very small. The long term rating is valid for only one year and the short term rating is for six months.
Chapter 3 Findings and Analysis
3.1 Process used in Assessing Customer Satisfaction Level of SJIBL

The Questionnaire/ Instrument I have followed the process of face to face interview in measuring the customers satisfaction level. Because, it was convenient for me as I have passed much time at the bank during my internee program. The information collection was performed by using RATER or SERVQUAL Instrument. The SERVQUAL instrument: a 18-item scale with a set of service quality dimensions to quantify a customers assessment of a companys service quality. Five key dimensions of service quality reliability, responsiveness, assurance, empathy and tangibles have been identified and form the foundation on which a lot of other studies on service quality have been built. SERVQUAL is widely recognized and used, and it is regarded as applicable to a number of industries, including the banking industry. The main benefit to the SERVQUAL measuring tool is the ability of researchers to examine numerous service industries such as healthcare, banking, financial services, and education. The SERVQUAL instrument has been the predominant method used to measure consumers perceptions of service quality. It has five generic dimensions or factors of service quality that are stated as follows: a. Reliability: Ability to perform the promised service dependably and accurately; b. Assurance (including competence, courtesy, credibility and security): Knowledge and courtesy of employees and their ability to inspire trust and confidence; c. Tangibles: Physical facilities, equipment and appearance of personnel; d. Empathy (including access, communication, understanding the customer): Caring and Individualized attention that the firm provides to its customers; e. Responsiveness: Willingness to help customers and provide prompt service.
These five dimensions indicate various influencing forces in satisfying customers. The parameters covered by this RATER/ SERVQUAL instrument are as follows: a. Reliability: i. ii. Act according to Promises Sincere Interest in Problem Solving
iii. iv. v.
Performs the Service Right the First Time Provides Services at the Time Promised Insists on Error Free Records
b. Assurance: i. ii. iii. iv. Employees Behavior Instill Confidence in Customers Customers Feel Safe in Transaction Consistent Courtesy of Employees Employees have the Knowledge to Answer Customers' Question
c. Tangibles: i. ii. iii. iv. Modern Looking Equipments Visually Appealing Physical Facilities Neat Appearance of Employees Appealing Appearance of Materials
d. Empathy: i. ii. iii. iv. v. Gives Customers Individual Attention Has Convenient Operating Hours for Customers Has Employees to Give Customers Personal Attention Has Best Interest of Customers at Heart Employees Understand Specific Needs of Customers
e. Responsiveness: i. ii. iii. iv. Informs exactly when Services will be provided Gives Prompt Services Employees are Always Willing to Help Never too Busy to Respond Customer Requests
3.2 Analysis Part

50 customers were surveyed as sample (from the population size of almost two thousand) under the study to measure the satisfaction level of the customers of Shahjalal Islami Bank Limited (Mohakhali Branch). The demographic information of samples is as follows: Table 1: Samples Frequency Distribution based on Gender,
Gender Ratio among Samples
From Table 1, we have found that most of the respondents of this study are Male. Among 50 respondents 46 are Male and 4 are women.
Table 2: Samples Frequency Distribution based on Age,
Samples Age Clusters

From Table 2, we found that 50% of the total respondents of this study belongs the age group 34-50 years.
Table 3: Samples Frequency Distribution based on Profession,
Samples Ratio based on Profession
Here the gap among various clusters of the samples is wide. The reason behind this was convenient selection of samples. The survey was conducted in between 25th of June, 2012 to 10th of July, 2012. So, the samples are selected only from those customers who came to the bank within the stated time period. [Measure The Level of Satisfaction of Customers at Shahjalal Islami Bank Limited, 25 Mohakhali Branch]
3.3 Survey Result

Statement 1: When SJIBL promises to do something by a certain time, it does so.
Survey result of the statement 1 (Act according to Promises)
Respondents' response on acting of employees according to promise
Interpretation of the Result: From the above result it is seen that the mean value is 4.34. That means customers are satisfied with the performance against the promises made by SJIBL. The mode value (5) represents that most of the respondents are strongly agree with the above statement. So, on this point of fulfilling promises customers are seemed to be satisfied.
Statement 2: When you have a problem, SJIBL shows a sincere interest in solving it.
Survey result of the statement 2 (Sincere Interest in Problem Solving)
Respondents' response on employees sincere interest in Problem Solving
Interpretation of the Result: From the above result it is seen that the mean value is 4.30. That means customers are satisfied with the banks sincerity in solving their personal problem. The mode value (4) represents that most of the respondents are agree with the above statement. So, on this point of banks sincerity in problem solving the customers are seemed to be satisfied.
Statement 3: SJIBL performs the service right at the first time.
Survey result of the statement 3 (Performs the Service Right the First Time)
Respondents' response on having service right at the first time
Interpretation of the Result: From the above result it is seen that the mean value is 4.20. That means customers are satisfied and feel that the services performed by the bank for them are right at the first time. The mode value (5) represents that most of the respondents are strongly agree with the above statement. So, on this point of performing service right at the first time customers are seemed to be satisfied.
Statement 4: SJIBL provides its service at the time it promises to do so.
Survey result of the statement 4 (Provides Services at the Time Promised)
Respondents' response on having services by the promised time
Interpretation of the Result: From the above result it is seen that the mean value is 4.26. That means customers are satisfied with provided services by the promised. The mode value (4) represents that most of the respondents are agree with the above statement. So, on this point of providing service by the promised time the customers are seemed to be satisfied.
Statement 5: SJIBL insists on error free records.
Survey result of the statement 5 (Insists on Error Free Records)
Respondents' response on insistence of error free record
Interpretation of the Result: From the above result it is seen that the mean value is 4.38. That means customers are satisfied with the error free record made and provided by SJIBL. The mode value (5) represents that most of the respondents are strongly agree with the above statement. So, on this point of fulfilling promises customers are seemed to be satisfied.
Statement 6: The behavior of employees in SJIBL instills confidence in you.
Survey result of the statement 6 (Employees Behavior Instills Confidence in Customers)
Respondents' response on employees behavior in instilling confidence in customers
Interpretation of the Result: From the above result it is seen that the mean value is 3.86 that means customers are not at proper satisfied level with the employees behavior in instilling confidence in them. The mode value (4) represents that most of the respondents are agree with the above statement though the mean is indicating a lower value. So, on this point of employees behavior in installing confidence in customers the clients are appeared to be laid on a lesssatisfied zone which is below the acceptable point.
Statement 7: You feel safe in your transactions with SJIBL.
Survey result of the statement 7 (Customers Feel Safe in Transaction)
Respondents' response on feeling safe in transactions
Interpretation of the Result: From the above result it is seen that the mean value is 4.54 that means customers are well satisfied through maintaining transactions with the bank. The mode value (5) represents that most of the respondents are strongly agree with the above statement though the mean is indicating a lower value. So, on this point of customers feel safe in transactions with the bank the clients are appeared to be well satisfied.
Statement 8: Employees of SJIBL are consistently courteous with you.
Survey result of the statement 8 (Consistent Courtesy of Employees)
Respondents' response on consistent courtesy of employees
Interpretation of the Result: From the above result it is seen that the mean value is 4.50 that means customers are well satisfied with good manner of the employees of the bank. The mode value (5) represents that most of the respondents are strongly agree with the above statement. So, on this point of consistent courtesy of employees of the bank the clients are appeared to be well satisfied.
Statement 9: Employees of SJIBL have the knowledge to answer your questions.
Survey result of the statement 9 (Employees have the Knowledge to Answer Customers' Question)
Respondents' response based on employees knowledge
Interpretation of the Result: From the above result it is seen that the mean value is 4.08 that means customers are satisfied with employees when they ask them questions. The mode value (4) represents that most of the respondents are agree with the above statement. So, on this point of employees knowledge to answer customers query the clients are appeared to be satisfied.
Statement 10: SJIBL has modern looking equipment.
Survey result of the statement 10 (Modern Looking Equipments)
Respondents' response on modern looking equipment
Interpretation of the Result: From the above result it is seen that the mean value is 4.66 that means customers are well satisfied with the modern looking equipments of the bank. The mode value (5) represents that most of the respondents are strongly agree with the above statement. So, on this point of having modern looking equipments the clients are appeared to be satisfied enough.
Statement 11: SJIBLs physical facilities are visually appealing.
Survey result of the statement 11 (Visually Appealing Physical Facilities)
Respondents' response on visually appealing physical facility
Interpretation of the Result: From the above result it is seen that the mean value is 4.72 that means customers are well satisfied with the visually appealing physical facility of the bank. The mode value (5) represents that most of the respondents are strongly agree with the above statement. So, on this point of the clients are appeared to be satisfied enough.
Statement 12: SJIBLs employees are neat appearing.
Survey result of the statement 12 (Neat Appearance of Employees)
Respondents' response on neat appearance of employees
Interpretation of the Result: From the above result it is seen that the mean value is 4.58 that means customers are well satisfied with the neat appearance of the employees of the bank. The mode value (5) represents that most of the respondents are strongly agree with the above statement. So, on this point of neat appearance of employees the clients are appeared to be satisfied enough.
Statement 13: Materials associated with the service (such as pamphlets or statements) are visually appealing at SJIBL.
Survey result of the statement 13 (Appealing Appearance of Materials)
Respondents' response on appealing appearance of materials
Interpretation of the Result: From the above result it is seen that the mean value is 4.36 that means customers are well satisfied with the appealing appearance materials that are associated with the service of the bank. The mode value (5) represents that most of the respondents are strongly agree with the above statement. So, on this point of appealing appearance of materials the clients are appeared to be satisfied enough.
Statement 14: SJIBL gives you individual attention.
Survey result of the statement 14 (Gives Customers Individual Attention)
Respondents' response on getting individual attention
Interpretation of the Result: From the above result it is seen that the mean value is 3.84 that means customers are not satisfied enough with the individual attention that they got from the employees of SJIBL. The mode value (4) represents that most of the respondents are agree with the above statement. So, on this point of getting individual attention the clients are not properly satisfied.
Statement 15: SJIBL has operating hours convenient to all its customers.
Survey result of the statement 15 (Has Convenient Operating Hours for Customers)
Respondents' response on operating hour of the bank
Interpretation of the Result: From the above result it is seen that the mean value is 4.06 that means customers have touched the satisfaction level regarding the banking hour. But this is not too high. The mode value (4) represents that most of the respondents are agree with the above statement or they are satisfied with banking hours. So, on this point the clients are appeared to be satisfied.
Statement 16: SJIBL has employees who give you personal attention.
Survey result of the statement 16 (Has Employees to Give Customers Personal Attention)
Respondents' response on having personal attention providing employees
Interpretation of the Result: From the above result it is seen that the mean value is 3.70 that means customers do not touch the satisfaction level regarding the banking hour. But this is not too high. The mode value (3) represents that most of the respondents are in a neutral position; they neither agree nor disagree with the statement.
Statement 17: SJIBL has your best interest at heart.
Survey result of the statement 17 (Has Best Interest of Customers at Heart)
Respondents' response on having best interest of customers to employees heart
Interpretation of the Result: From the above result it is seen that the mean value is 4.50 that means customers are well satisfied believing that SJIBL employees think for the best interest of the customers by their heart. The mode value (5) represents that most of the respondents are strongly agree with the above statement.
Statement 18: The employees of SJIBL understand your specific needs.
Survey result of the statement 18 (Employees Understand Specific Needs of Customers)
Respondents' response on understanding of specific needs of them by the employees
Interpretation of the Result: From the above result it is seen that the mean value is 3.50 that means customers are not satisfied enough with the banks employees understanding of the specific needs of the individual clients. Though the mode value (4) represents that most of the respondents are agree with the above statement, the average is below the mode value.
3.4 Findings and Observations

Working at Shahjalal Islami Bank Ltd. was a great experience for me. I have learnt many things from them. From my little knowledge what I have observed and some findings are as follows:
Customers are satisfied with the performance against the promises made by SJIBL. Customers are satisfied with the banks sincerity in solving their personal problem. Customers are satisfied and feel that the services performed by the bank for them are
right at the first time. Customers are satisfied with provided services by the promised. Customers are satisfied with the error free record made and provided by SJIBL. Customers are not at proper satisfied level with the employees behavior in instilling confidence in them. Customers are well satisfied through maintaining transactions with the bank. Customers are well satisfied with good manner of the employees of the bank. Customers are satisfied with employees when they ask them questions. Customers are well satisfied with the modern looking equipments of the bank. Customers are well satisfied with the visually appealing physical facility of the bank. Customers are well satisfied with the neat appearance of the employees of the bank. Customers are well satisfied with the appealing appearance materials that are associated with the service of the bank. Customers are not satisfied enough with the individual attention that they got from the employees of SJIBL. Customers have touched the satisfaction level regarding the banking hour. But this is not too high. Customers do not touch the satisfaction level regarding the banking hour. But this is not too high. Customers are well satisfied believing that SJIBL employees think for the best interest of the customers by their heart. Customers are not satisfied enough with the banks employees understanding of the specific needs of the individual clients. SJIBLs marketing activities is very low because their activities of marketing are not strong enough. ATM booths of SJIBLs are very few over the country. That is why clients faces many problems. SJIBL has only 74 branches all over the country and it is quite hard to provide full range services with those branches according to demand. Finally, IT department is not well developed because most of the day I found that their system was hanged and did not work properly. So they should work on it.
Chapter - 4 Conclusion & Recommendations
4.1 Conclusion
This report is a very effective conduct to study a problem. It helps me to analysis why and what situation exists in the overall service of Shahjalal Islami Bank Limited. This report makes me possible to find out new things and ideas and make accessible me accurate and consistent information which can be used as basis for making decision for immediate and future actions. All the way through the report I can reach the solution of an exacting difficulty. Developing a customer satisfaction program is not just about carrying out a survey. Surveys provide the reading that shows where attention is required but in many respects, this is the easy part. Very often, major long lasting improvements need a fundamental transformation in the organization, probably involving training of the staff, possibly involving cultural change. The result should be financially beneficial with less customer churn, higher market shares, premium prices, stronger brands and reputation, and happier staff. However, there is a price to pay for these improvements. Costs will be incurred in the research surveys are made. Time will be spent working out an action plan and in implementation of development process. Training may well be required to improve the customer service. The implications of customer satisfaction surveys go far beyond the survey itself and will only be successful if fully supported by the echelons of senior management.
4.2 Recommendations
It is very difficult for me to recommend with a practical experience of just almost 3 months. On the basis of my interviews, study and observation I would like to recommend the following points: On the point of providing service by the promised time, the customers are seemed to be satisfied. But the time for getting any kind service is long, so they should train their employees more to provide faster service. When any customer wants to withdraw huge amount of money they do not provide any kind of security facilities for the customers while some other banks providing such kind of facilities to their customers. The employees are very helpful to the customers whenever they faces any problem in the bank but sometimes some customers are quite difficult to handle about their queries. [Measure The Level of Satisfaction of Customers at Shahjalal Islami Bank Limited, 46 Mohakhali Branch]
The bank already has modern looking equipments but they should increase the amount of equipments in every branch because of their customer pressure. On the point of getting individual attention the clients are not properly satisfied because sometimes employees are busy with another customer when they need any kind of help. The banking hour is convenient for every customer but sometimes after the closing of transaction hour some customers are requesting to enhance the transaction time.
Customers are not satisfied enough with the banks employees understanding of the
specific needs of the individual clients. The authority have to solve these kind of problems as early as possible otherwise they will lose customers.
SJIBLs work environment is very friendly and employees are very co-operative. So
SJIBLs should hold it for employees satisfaction. Because work environment is very important for all workers.
SJIBLs emplyees are active, sincere and responsible to their assigned job. So SJIBLs
should provide sufficient advantages to emplyeess to continue it.
They should do more marketing activities to improve their presence in the minds of their
potential target market. As we see that, Media coverage of SJIBL is not so strong. To attract new clients, they should go for mass media coverage like TV, Radio etc. more.
SJIBL has few ATM booths all over the country. Since day by day their demands is
increasing. So it is quite hard to provide full range services with those ATM. So they need to put more attention toward the expansion of ATM network.
SJIBL has only 74 branches all over the country. Since day by day their demands is
increasing. So it is quite hard to provide full range services with those branches. So they need to put more attention toward the expansion of branche network.
IT department is not well developed because most of the day I found that their system did
not work properly. So they should work on it for providing better services for their clients.
There are some personal recommendations from myself during my Internship; I have found some problems at the Bank which are as follows:
a. Maintenance of Time Slots for Each Customer to Serve: While employees deal with customers they can maintain standard time or time slots for each customer they handle and for each work they do. This consciousness will help to perform works quickly and to serve more customers. b. Setup Electronic Calling Machine for Cash Counter: Most of the time there is a rush in the cash counter. To manage proper queue and to manage this rush properly setting up of Electronic Calling Machine can be effective. c. Setting up of Query Desk/ Information Booth/ Reception Booth: A conventional query desk or reception booth or information booth can serve customers who make a phone or come at banks for simple query and this can reduce customers rush to the officers table. d. Appointment of more Employees under General Banking Department: More appointed employees can simplify the works of general banking and can serve the customers well. This will also help to ensure no work pending and no customer un-served. Appointment of more employees under this department will also reduce the workload of existing employees and will help to improve their morale. e. Appoint more students under internship program: Students appointed under internship program can help in many day to day simple works like account opening, voucher sorting, mail management, providing information to customers, etc. It is also advantageous because it costs a little no comparing to full time appointed employees. f. Replacement of Core Banking Software: The core banking software should be replaced. Because, there are softwares which are faster, stronger, more secure and more user friendly. Better up-to-date software will help employees to deal with customers and their works quickly and effectively. g. Employee Training Workshops: Employees should be trained by arranging workshops time to time. Because this can release them from monotony, increase their knowledge and morale.
The Internship experience at Shahjalal Islami Bank Limited

I Sakir Mafsur, ID - 082200121 a student of Eastern University joined in Shahjalal Islami Bank Limited for my internship purpose from June 03rd, 2012at Mohakhali Branch. In that branch I have been doing my utmost work for the clearing & general banking. On the whole, general banking includes plenty of installation in a combined technique such as Account Opening, FDR Opening, MSS Opening, DBS Opening, MIS Opening and Clearing etc. But the account opening have various procedure that is filling up the opening form, giving the account number and posting the number in the banks own server and also give the Cheque Book to the customer to operate his or her account and clearing includes check receive, sending check, preparing vouchers, keeping inward and outward mail etc. And for the other deposit schemes procedures is similar excluding the part of Clearing. Actually, clearing is the sensitivity of the general banking, in this sector the majority of the customer or bearers drop his or her cheques to the clearing for his or her business purpose. And the cheques could be in the same banks or from the other banks. Shahjalal Islami Bank Limited receives those cheques and clear that on the basis of their customers command by the help of our Central Bank. And this help called NICASH. And this NICASH could be inward or outward. And some time it could be clear by bank to bank. And it totally depends on the relationships between Shahjalal Islami Bank Limited and the other banks. On the other hand, clearing called part of the cash. But I did not work in the cash department. This is a very confidential place for all the banks. Nobody can execute in that division without getting permission from the authority. But Shahjalal Islami Bank Limited overall environment is very good for their employees. Most of the employees are very cooperative to their customers services. And I have enjoyed the period of working at Shahjalal Islami Bank Limited when I was in my internship over there. And I successfully completed my internship in September 03rd, 2012. So the overall experience of working there is full of great pleasure.
References
1. Annual Report. (2011). Shahjalal Islami Bank Limited. 2. www.shahjalalbank.com.bd/, retrieved on 02 November, 2011. 3. http://www.Google.com, retrieved on 10 July, 2012. 4. Modern Banking System. (2011). Bangladesh Bank: Dhaka. 5. Sawyers. (2009). Fundamentals of Banking, 2nd Ed. 6. http://www.kushiara.net/ 7. http://www.shahjalalbank.com.bd 8. http://www.swift.com/about_swift/company_information/index.page?lang=en 9. http://www.symphonytech.com/articles/pdfs/satisfaction.pdf 10. http://www.usc.edu/dept/MSA/economics/islamic_banking.html 11. http://www.westernunion.com/global_organization.html
Appendix
Appendix A: Operating Branches of SJIBL,
1. Dhaka Main Branch, Dhaka 2. Mitford Branch, Dhaka 3. Dhanmondi Branch, Dhaka 4. Khatunganj Branch, Chittagong 5. Agrabad Branch, Chittagong 6. Gulshan Branch, Dhaka 7. Beani Bazar Branch, Sylhet 8. Sylhet Branch, Sylhet 9. Foreign Exchange Branch, Dhaka 10. Joydevpur Chowrasta Branch, Gajipur 11. Kawran Bazar Branch, Dhaka 12. Dargagate Branch, Sylhet 13. Uttara Branch, Dhaka 14. Bangshal Branch, Dhaka 15. Baipail (Dhaka EPZ) Branch, Dhaka 16. Narayanganj Branch, Narayanganj 17. Satmasjid Road Branch, Dhaka 18. Banani Branch, Dhaka 19. Moulvi Bazar Branch, Moulvibazar 20. Joypara Branch, Dhaka 21. Jubilee Road Branch, Chittagong 22. Motijheel Branch, Dhaka 23. Mirpur Branch, Dhaka 24. Khulna Branch, Khulna 25. Savar Branch, Dhaka 26. Muradpur Branch, Chittagong 27. Bijoynagar Branch, Dhaka 28. Saidpur Branch, Nilphamari 29. Vatara Branch, Dhaka 30. Keraniganj Branch, Dhaka 31. Jassore Branch, Jessore 32. Rajshahi Branch, Rajshahi 33.Rangpur Branch 34. Mymensing Branch, Mymensing 35. Panthapath Branch, Dhaka 36. College Gate Branch, Dhaka 37. Baruakhali Branch, Nowabgonj 38. Madhabdi Branch, Narsinghdi 39. Ashkona Branch, Dhaka 40. Bogra Branch, Bogra 41. Naogaon Branch, Naogaon 42. Goalabazar Branch, Sylhet 43. Comilla Branch, Comilla 44. Khepupara Branch, Patuakhali 45. Borishal Branch, Borishal 46. Chawkbazar Branch, Chittagong 47.Kaliganj Branch, Jhinaidaha 48. Najirhat Branch, Chittagong 49. Ramganj Branch, Laxmipur 50. Shafipur Branch 51. Ashugonj Branch 52. Barachowna Bazar 53. Gulshan South Avenue Branch 54. Tongi SME/Agri Branch 55. Bhaluka SME/Agri Branch 56. New Eskaton Branch 57. Mawna Branch 58. Tangail Branch 59. Faridpur Branch 60. Dinajpur Branch 61. B. Baria Branch 62. Bandartila Branch 63. Chowmuhuani Branch 64. Hajigonj Branch 65. Feni Branch 66. Kushtia Branch
67. Laxmipur Branch 68. Madhunaghat Branch, Chittagong 69. Shikarpur Nimtola Branch 70. Nawabpur Road Branch
71. WASA Mor Branch, Chittagong 72. Mohakhali Branch 73. Uttara Ladies Branch 74.Coxs Bazar Branch
Appendix B: SJIBL VISA Card Usage Limit

Debit Card Usage Limit,
Appendix C: SJIBL SWIFT Codes SWIFT Codes,
Appendix D: Survey Form (Questionnaire)

Please show the extent to which you believe SJIBL has the feature described in the statement. Write number that best shows your perceptions. 1. When SJIBL promises to do something by a certain time, it does so. [ ] 2. When you have a problem, SJIBL shows a sincere interest in solving it. [ ] 3. SJIBL performs the service right at the first time. [ ] 4. SJIBL provides its service at the time it promises to do so. [ ] 5. SJIBL insists on error free records. [ ] 6. The behavior of employees in SJIBL instills confidence in you. [ ] 7. You feel safe in your transactions with SJIBL. [ ] 8. Employees of SJIBL are consistently courteous with you. [ ] 9. Employees of SJIBL have the knowledge to answer your questions. [ ] 10. SJIBL has modern looking equipment. [ ] 11. SJIBLs physical facilities are visually appealing. [ ] 12. SJIBLs employees are neat appearing. [ ] 13. Materials associated with the service (such as pamphlets or statements) are visually appealing at SJIBL. [ ] 14. SJIBL gives you individual attention. [ ] 15. SJIBL has operating hours convenient to all its customers. [ ] 16. SJIBL has employees who give you personal attention. [ ] 17. SJIBL has your best interest at heart. [ ] 18. The employees of SJIBL understand your specific needs. [ ]
Age Group: [18-25] [26-33] [34-50] [51 & above] Gender: [Male] [Female] Profession: [Business] [Service] [Student] [Housewife] Date:

Rimel Internship Report On SJIBL (2003)

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Chapter - 1 Introduction

1.1 Problem Statement

1.2 Origin of the report

Assess willingness of employees to help customers & to provide prompt service.

1.4 Importance of the study

1.5 Methodology Data Collection Technique:

1.6 Scope of the Study

1.7 Limitation of the Study

Chapter - 2 Organizational Profile

2.0 Islamic Banking in Bangladesh

2.1 Organizational Profile

2.6. Organizational Structure/ Organogram

2.7 Capital Structure

2.8 Company Growth

Equity Composition of 2011 Equity Movement from 2007 to 2011

Deposit Mix of 2011

Trend of Deposit from 2007 to 2011

Investment Portfolio of 2011

Investment Portfolio of 2011 Trend of Investment from 2007 to 2011

Trend of Investment from 2007 to 2011

Operating Results from 2006 to 2008

2008 2009 2010 Manpower Position from 2007 to 2011

2.9 Corporate Social Responsibility (CSR)

2.10 Products 2.10.1 Deposit Schemes

2.11 Services 2.11.1 Online Banking Services

2.11.2 SJIBL VISA Card Services

2.11.3 SMS/Push Pull Services

2.11.4 Foreign Remittance Services 2.11.4.1 Western Union

2.11.4 Capital Market Services

2.11.5 SME Services

2.12 Performance of the Bank (Credit Rating)

Chapter 3 Findings and Analysis

3.1 Process used in Assessing Customer Satisfaction Level of SJIBL

3.2 Analysis Part

Gender Ratio among Samples

Table 2: Samples Frequency Distribution based on Age,

Samples Age Clusters

Table 3: Samples Frequency Distribution based on Profession,

Samples Ratio based on Profession

3.3 Survey Result

Survey result of the statement 1 (Act according to Promises)

Respondents' response on acting of employees according to promise

Survey result of the statement 2 (Sincere Interest in Problem Solving)

Respondents' response on employees sincere interest in Problem Solving

Statement 3: SJIBL performs the service right at the first time.

Respondents' response on having service right at the first time

Statement 4: SJIBL provides its service at the time it promises to do so.

Survey result of the statement 4 (Provides Services at the Time Promised)

Respondents' response on having services by the promised time

Statement 5: SJIBL insists on error free records.

Survey result of the statement 5 (Insists on Error Free Records)

Respondents' response on insistence of error free record

Statement 6: The behavior of employees in SJIBL instills confidence in you.

Survey result of the statement 6 (Employees Behavior Instills Confidence in Customers)

Respondents' response on employees behavior in instilling confidence in customers

Statement 7: You feel safe in your transactions with SJIBL.

Survey result of the statement 7 (Customers Feel Safe in Transaction)

Respondents' response on feeling safe in transactions

Statement 8: Employees of SJIBL are consistently courteous with you.

Survey result of the statement 8 (Consistent Courtesy of Employees)

Respondents' response on consistent courtesy of employees

Statement 9: Employees of SJIBL have the knowledge to answer your questions.

Respondents' response based on employees knowledge