Chapter 1 Introduction

1.0 Introduction:
Banking is the backbone of national economy. All sorts of economic and financial activities revolve around the bank. Financial institutions are investment intermediaries linking the savers and users of fund. These intermediaries are interposed between the ultimate borrowers and lenders permitting them efficient transfer of funds. Individuals having surplus funds can lend them for reasonable return to entrepreneurs who need funds to take the advantage of economically and financially viable investment opportunities. The existence of financial institutions facilitates such exchange of resources. As a result, both the borrowers and lenders are better off than they would have been without financial institutions and market intermediaries. Thus, these financial institutions, such as banks, have a positive role in financing and investment which is a multidimensional process involving the complexity of many interrelated and interdependent factors of diversified nature. It is difficult to assess the contribution of each factor independently. (Shahjalal Islami Bank Ltd, Dhanmondi branch
2012)

Bangladesh is the third largest Muslim country in the world with around 150.1 million (July 2010 est.) populations of which 90 percent are Muslim (Central Intelligence Agency, 2010). The hope and aspiration of the people to run banking system on the basis of Islamic principle came into reality after the OIC recommendation at its Foreign Ministers meeting in 1978 at Senegal to develop a separate banking system of their own. After 5 years of that declaration, in 1983, Bangladesh established its first Islamic bank. Out of total 49 banks in Bangladesh, 4 are Nationalized Commercial Banks (NCBs), 28 local private commercial banks, 12 foreign banks and the rest five are Development Financial Institutions (DFIs). At present, 7 full fledged Islamic banks are working in the private sector on the basis of Islamic Shariah.Islamic banks in Bangladesh since their inception have been gaining popularity in spite of some problems in their operation. (Sarker, 2011, para.2)

The growth of Islamic banking in Bangladesh is progressing day by day. The remarkable shift or conversion of the conventional banks and their branches into Islamic lines gives the signal of high acceptance of the interest-free banking by the public in general. The Islamic banking industry continued to show strong growth in tandem with the growth in the economy, as reflected in the increased market share of the Islamic banking industry in terms of assets, financing, and deposits of the total banking system. (Sarker, 2011, para.5) 2

1.1 Background of the study:

Any academic course of the study has a great value when it has practical application in the real life. Only a lot of theoretical knowledge will be little important unless it is applicable in the practical life. So we need proper important unless it is applicable in the practical life. So we need proper application of our knowledge to get some benefit from our theoretical knowledge to make it more fruitful. When we engage ourselves in such field to make proper use of our knowledge in our practical life only when we come to know about the benefit of the theoretical knowledge. My theses report is on a study of the Customer Satisfaction of Shahjalal Islami Bank Limited, Dhanmondi Branch. Shahjalal Islami bank Limited was established as a public limited company on first day of April 2001 under the Companies Act, 1994 for carrying out all kinds of banking activities with the authorized capital of Tk. 20000.00 million divides into 20.00 million ordinary share of taka 100 each. The bank commenced its commercial operation in accordance with interest free Islamic Shariah based commercial bank on the 10 th May 2001 under the ground of the Bank Companies Act, 1991 with the permission of Bangladesh Bank. The name of the bank has been changed from Shahjalal Bank Limited to Shahjalal Islami Bank Limited on April 18 2004 with the permission of Bangladesh Bank. During the last five years Shahjalal Islami Bank Limited (SJIBL) has increased its service coverage by opening new branches at different strategically important locations across the country. I have to prepare a report on the Customer Satisfaction of Shahjalal Islami Bank Limited for the partial fulfillment of the internship course of BBA program. In this report I will include what credit schemes are offering by the Shahjalal Islami Bank Ltd., and also function of General Banking, which will easily understandable to the readers. Shahjalal Islami Bank Bangladesh Limited has already emerged as one of the world wide recognized banks due to its retail product management, which are part of general banking according to the principles of Islamic Shariah. Islamic banking is a new diminution of interest free banking where Riba or interest is strictly prohibited. So I have tried to represent their performance and problems and prospects on the ground of general banking. Internship is a prerequisite towards the attainment of BBA degree on department of Business administration, Northern University Bangladesh. This Reports Serves as the outcome of the internship and proof of the ongoing learning process and achievement as designed by department of Business administration, Northern University Bangladesh, in this part a student has to work in a organization so that he /she can be introduced with the objectives to get an opportunity to gather practical orientation and experience of the dynamic business world. So by taking part in this program a student gets a chance to have knowledge about the environment of the business and finance that can minimize the gap between the theoretical and practical knowledge. For this reasons I joined in an internship program in Shahjalal Islami Bank Limited and worked based on the topic General Banking and Foreign Exchange Mechanism of Shahjalal Bank Limited .(www.shahjalalbank.com.bd) 3

1.2 Problem Definition:

The services that are sold in the most favorable prices can be an initial step of the firm in obtaining the trust and be included in the top list of the customers. However, because of the tight competition of various services, particularly in bank, the perception of the customers and potential customers are also divided according to the services that they want to achieve. With all the challenges that are ahead on the bank, how will they gather the customer satisfaction which is the same focus of the other competing bank?

1.3 Problem Statement:

All the banks are serve high service to the customer and Shahjalal Islami bank Limited is one of them. All of the customers are not satisfied by the services provided by SJIBL. Are the customers satisfied or dissatisfied by the services provided by Shahjalal Islami bank Limited?

1.4 Objective of the Report:

The main objective of the report is to fulfill the requirement of BBA program. For this I had to attach with an organization and I chose SJIBL. For this I have some practical job related experience with my academic knowledge. The objective of the study may be viewed as: Primary objectives Secondary objectives

1.4.1 Primary objective:

To measure the level of customer satisfaction of Shahjalal Islami bank Limited. To fulfill the requirement for the completion of BBA program. To know the problem that is faced by the customer. To know the bank ensures the required services to the customer. To find out the reality in the practical life.

1.4.2 Secondary objectives

To measure the service quality of SJIBL at Dhanmondi branch. To know the customers expectation from SLIBL at Dhanmondi branch To provide some suggestion to solve the customer problem. To know how the bank follow the marketing strategies to solve the customers problems. To develop the practical knowledge by the practical orientation of work. To identify the customer service of Shahjalal Islami Bank at Dhanmondi branch. (www.shahjalalbank.com.bd) 4

1.5 Literature review:

The extent of literature on Islamic banking may be divided into theoretical and empirical dimensions. The earliest works dealing with the potential of Islamic banking include Mannan (1968), Siddiqi (1983b), Ahmad (1984), Iqbal and Mirakhor (1987), Khan (1987), Ahmad (1987), Zineldin (1990) and Saeed (1996). These authors discussed a wide range of institutional issues including concepts and principles that are subject to interpretation. Haron and Shanmugam (1997) comprehensively documented the workings of the Shariah or Islamic laws in the Islamic banking system in various Muslim countries, such as Egypt, Iran, Malaysia, Pakistan, Sudan and Turkey. They also elaborated the various concepts of Islamic financial products such as mudarabah, mushrakah along with the issue of monetary policy. They advocated mudarabah-type instruments to replace the current interest-based discount rate as an important tool of monetary policy. Financial instruments used by Islamic banks were examined by Aggarwal and Yousef (2000), and they found that Islamic banks rarely offer long-term financing to entrepreneurs seeking capital. (www.shahjalalbank.com.bd) The majority of the Islamic banks financial transactions are towards retail or trade financing, and their model suggests that it was a rational response for the banks. Zineldin (1990) examined Islamic banks from the angle of theory and practice, and found that Islamic banking is a viable alternative to existing conventional banking. Although few empirical studies are available, Ali (1996) compared the relative efficiency of Islamic banking with conventional banking in Bangladesh. He found that the Islamic banks are relatively more efficient
than conventional banks. Kazarian (1993) compared Islamic banking with conventional banking in Egypt, with emphasis on the innovativeness of the Islamic banks financial products. Arif (1989), Wong (1995), and Samad and Hassan (2000) conducted studies on Bank Islam Malaysia. Arif (1989) found that the track record of Bank Islam Malaysia during the first six years of its establishment was fairly impressive. He also suggested that Bank Islam Malaysia should institute research and

development to serve the ummah. Samad (1999) evaluated the relative efficiency position of the Islamic bank during 1992-1996, and compared it with the conventional banks in the country. His finding was that Bank Islam Malaysia enjoyed relatively higher managerial efficiency than the conventional banks. Samad and Hassan (2000) evaluated inter-temporal and inter-bank performance for the period 1984-1997. They found that Bank Islam Malaysia was more liquid and therefore exposed to less liquidity risk. Hassan (1999) studied the performance of Islamic banks in Bangladesh and found that the key Islamic financial products, mudarabah and musharakah, were not developed. (As cited in Samad, 2011, p. 6). (Shahjalal Islami Bank Ltd, Dhanmondi branch 2012) 5

1.6 Research Question and Hypothesis

1.6.1 Research Question:
What is the customers satisfaction level on Shahjalal Islami Bank Limited at Dhanmondi branch?

1.6.2 Hypothesis:
H1 : Customer satisfaction depends on the service quality of Shahjalal Islami Bank Limited. H2: Customer satisfaction depends on the Interest rate of Shahjalal Islami Bank Limited. H3 : Customer satisfaction depends on the Product offering of Shahjalal Islami Bank Limited. H4: Customer satisfaction depends on the Reliability of Shahjalal Islami Bank H5 : Customer satisfaction depends on the Responsiveness of Shahjalal Islami Bank Limited. H6: Customer satisfaction depends on the Physical Amenities of SJIBL H7: Customer satisfaction depends on the Employee quality of SJIBL H8: Customer satisfaction depends on the Internet service of Shahjalal Islami Bank Limited.

1.7 Methodology of the report

There are mainly two types of research methodology which are as follows: a) Qualitative Methodology b) Quantitative Methodology a) Qualitative Methodology: It involves a phenomenological perspective whereby researchers aim to understand report and evaluate the meaning of events for people in particular situations, that is, how their social world is structured by the participants in it. [Griffin Ricky W. (2011)]. The focus of qualitative methodology is the way in which participants (rather than the researcher) interpret their experiences and construct reality. Some examples are: unstructured interview, focus group, open-ended questionnaire and participant observation, etc. b) Quantitative Methodology: It involves those methodologies, such as closed surveys structured interviews and socio-grams (diagrammatic representations of interactions between individuals) which enable data (concrete or conceptual) to be collected, measured and compared with a standard. [Griffin Ricky W. (2011)]. The information and data for this report have been collected from both the primary and secondary sources. Some of the informations are collected from bank, articles, workshop and others are collected from the books as well as the information provided by the competitive banks. 6

1.7.1 Area of Study:

The area of the study covered the operational area, particularly investments & Credit, and Financial Aspects of Shahjalal Islamic Bank Ltd Dhanmondi Branch. The research has been conducted on the Customer Satisfaction of Shahjalal Islami Bank Limited. Therefore, for the purpose of the research, Customer Satisfaction of Shahjalal Islami Bank Limited would be considered as the population of our research.

1.7.2 Target Group:

The population of this survey consists of present account holder and potential account holder of Shahjalal Islami Bank Limited, Dhanmondi Branch. Departmental heads and other concerned officials, particularly those associated with the all division and FCAD Department of the bank, were consulted to get the required data & information.

1.8 Availability of Information

The research is based on both primary and secondary sources of information. Interviewing and observing the Shahjalal Islami Bank Limited (SJIBL), talking to the managers, staff and officers we have collected information. Furthermore, different publications of the Shahjalal Islami Bank Limited (SJIBL), annual reports, and the Shahjalal Islami Bank Limited website were the secondary sources of data. (Shahjalal Islami Bank Ltd, Dhanmondi branch 2012)

1.9 Data Collection Process

There are two types of data used to analyze a research, given below:

Sources of Data Primary Data Secondary Data

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1.9.1 Primary Sources of Data:

Personal observation. Face to face conversation of the officers. Face to face conversation of the client. Relevant field study as provided by the officer concern. Practical work experience in the different desk of the department of the branch. covere Discussion with the supervisor.

1.9.2 Secondary Sources of Data:

File study. Annual report of Shahjalal Islami Bank Ltd. Statement of affairs. Bank Rate sheet. Progress report of the Bank. Bangladesh Bureau of statistics report. Different publications regarding banking function and foreign exchange operation. Various book articles regarding general banking functions operations. Internet, Web site of SJIBL & BB. Newspapers, Journals, etc. Credit Policy Manual.

1.10. Scope of the study

Shahjalal Islami Bank Limited (SJIBL) is now well growing and its containing 73 branches in Dhaka, Sylhet, Chittagong, and others cities. The scope of the study will be limited to the organizational setup, function and operation of the SJIBL in the Bangladesh. This report mainly encompasses the performance of Shahjalal Islami Bank Limited in comparison the General Banking. For the purpose of my internship program, I was assigned in the Dhanmondi Branch at SJIBL and this provide me the way to get myself familiarized with banking environment for the first time indeed. I have an opportunity to gather experience by working in different departments of the Branch. 8

1.11 Sampling Plan:

The sample size was conducted 40 customers of Shahjalal Islami Bank Limited at Dhanmondi Branch. Dhanmondi Branch has huge number of customer and from every sector customers selected. Those customers have taken 5 years service from Shahjalal Islami Bank Limited and those are loyal customer of this bank. The samples procedures were Simple random Sampling. Shahjalal Islami Bank Limited provides huge service to these customers every year. A fixed amount of profit is gained from these companies every year.

1.12 Sample Size:

Because of resources and time constraints, the preliminary nature of investigation was restricted to only 40 respondents.

1.13 Questionnaire Design:

40 questions were used for measuring customer satisfaction of Shahjalal Islami Bank Limited at Dhanmondi Branch with 1 to 5 point likert Scale to determine the result of the study.

1.14 Sampling Technique

Among different techniques I have used the probability sampling for my study. The sampling procedures were Simple Random Sampling.

1.15 Sampling frame:

At first I picked those people who have been taking at least 05 years or more of operational services from Shahjalal Islami Bank Limited at Dhanmondi branch. Due to the institutional attachment (Northern University Bangladesh) and the convenience place, the sampling frame of the study is limited to the Shahjalal Islami Bank Limited, Dhanmondi Branch.

1.16 Scaling Techniques:

We have used Likert scale to get the response from the customer. We would like to know whether respondents are Strongly Agree (1) Agree (2) Neutral(3) Disagree (4) and Strongly Disagree (5) With each statement, there is no right or wrong answers. We have asked close-ended, short length and short time question to the respondents.

1.17 The research Variables:

There are two types of data used research Variables, given below:
Dependent Variables Independent Variables

1.17.1 Dependent Variables:

In my study the only dependent variable is the Customers Satisfaction level on Shahjalal Islami Bank Limited.

1.17.2 Independent Variables:

The independent variables we have been used for our study are given belowService Quality Interest Rate Product Offering Reliability Responsiveness Physical Amenities Employee quality Internet Service

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The variable and hypothesis are measured through constructs and operational definition:

Hypothesis
The satisfaction level of customers depends on the service of Shahjalal Islami Bank Limited

Constructs
Service Quality

Operational Definition
Providing prompt services. Provides good remittance facilities. Banking procedures were performed correctly the first time. Account opening and closing process is easier. Improving the service of ATM machines. The overall quality of service you received from this bank was Excellent to poor:(seven -point scale) Annual charge is affordable. The interest rate of this bank is affordable. Interest rate of various types of loan is moderate and reasonable. Offers DPS and FDR & different types of schemes to their customer such as MTDR, MSD, MDS, MMPD, MHS, and MMS etc. Shahajalal Islami Bank at Dhanmondi Branch offers High interest rate on FDR and DPS. Open more branches in Dhaka City as well as the other cities of the countries. Convenient transaction hour. Provides safety transaction services. Employees are trustful and reliable. Maintaining their service quality according to their slogan. Customers can express their opinions and complaints to the authority. How willing would you be to recommend the bank to a friend? Rules and regulations were strictly maintained. You think as a bank Shahajalal Islami Bank at Dhanmondi Branch is always trustworthy from all aspect?

The satisfaction level of customers depends on the Interest Rate of Shahjalal Islami Bank Limited. The satisfaction level of customers depends on the Product Offering of Shahjalal Islami Bank Limited.

Interest Rate

Product Offering

The satisfaction level of customers depends on the Reliability of Shahjalal Islami Bank Limited. Reliability

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The satisfaction level of customers depends on the Responsiveness of Shahjalal Islami Bank Limited.

Responsiveness

The satisfaction level of customers depends on the Physical Amenities of Shahjalal Islami Bank Limited. The satisfaction level of customers depends on the Employee quality of Shahjalal Islami Bank Limited.

Physical Amenities

Maintaining their service quality according to their commitment & responsibility. The banks staff replies the employees phone call. Time installments process is Easier to its clients. Understands the specific needs. Makes aware of the Fake note to its clients. Branch is well decorated. Branch has good banking environment. Branch is situated in convenient place.

Employee quality

Staff was caring & helpful & responsible. The employee nice behaves with the customers. The Employees are always ready to help the customers. The bank staff was professional, skilled & well-trained. The staff was disciplined. The employees were willing to answer any questions. Quick internet transaction services to its client. You satisfied with the facilities like (ATM Card, Credit Card, Online Banking) provided by the bank. SJIBL use high technology for providing faster service to their customer. The overall performance is satisfied. Overall I am satisfied with the service that received from the bank. If I refer anyone I will refer this bank.

The satisfaction level of customers depends on the Internet Service of Shahjalal Islami Bank Limited.

Internet Service

Customers Satisfaction level on Shahjalal Islami Bank Limited .

Satisfaction

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1.18 Data analysis

I classified and tabulated data which has been analyzed elaborately with number of chart in the analysis part by using SPSS. In analyzing data I used simple statistical method such as calculating the Mean value, Standard Deviation of the data. The characteristics of the data are represented by these values.

Data analysis is a practice in which raw data is ordered and organized so that useful information can be extracted from it. The data which we gathered from the primary sources and secondary sources is represented and analyzed by 'Pie chart'. To analyze the data I have used simple statistical method such as calculating the mean value, standard deviation, correlation of the data. To represent and analyze those data We have used some tools likeStatistical Package for (SPSS), MS Word and MS Excel. After analyzing those data I have been able to reach our findings.

1.19 Model of Development

1.19.1 Verbal Model

A client of Shahjalal Islami Bank Limited first becomes aware of service and interest rate. After gaining an understanding of service, the customer evaluate the service terms of the factors comprising the choice criteria. Based on the evaluation, the customer forms a degree of preference for the service. If preference is strong enough, the customer will patronize the banking service from Shahjalal Islami Bank Limited.

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1.19.2 Graphical Model:

Service Quality Interest Rate Product Offering Customer satisfaction Service Quality Reliability

Performance of SJIBL

Responsiveness

Physical Amenities

Employee quality

Internet Service

Independent variable

Dependent variable

Satisfaction

Figure: Variables in Diagram (Source: Field Work & http://www.google.com/imgres?)

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Social Responsibility

Synergistic service delivery

Tangible of element

Human element

core service

1.19.3 Mathematical Model

A regression equation allows us to express the relationship between two (or more) variables algebraically. It indicates the nature of the relationship between two (or more) variables. In particular, it indicates the extent to which you can predict some variables by knowing others, or the extent to which some are associated with others. Customer Satisfaction of Shahjalal Islami Bank Limited at Dhanmondi Branch is depending on variable which is influences by different independent variables.

The basic model for the study is following:

A linear regression equation is usually written Y = a + bx Where Y is the dependent variable (customer satisfaction) a is the intercept/constant b is the slope or regression coefficient X is the independent variable (or covariate)

The basic model for my study is given below-

Y= a+b1x1+b2x2+b3x3+b4x4+b5x5+b6x6+ b7x7+ b8x8

Here, Y= Customers Satisfaction level of Shahjalal Islami Bank Limited. a= constant. X1= Service Quality X2= Interest Rate X3= Product Offering .X4= Reliability .X5= Responsiveness X6= Physical Amenities X7= Employee quality X8= Internet Service

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1.20 Pre-Testing
The initially developed the questionnaire will be pre-tested through some model respondent. We will do this only to make sure the excellence of the questionnaire in terms of delicacy, shortness, transportation and understandability and so on. Before finalization, we have conducted a trial survey with the questionnaire. After doing Pretesting with our trial respondents we have evaluated our pretesting in following way: I have tried to find that, whether the questions are appropriate with my research objectives. After judging appropriateness with my questionnaire I have found that it is applicable to conduct survey with our target respondents in a convenient manner. The surveyed people can easily be understood the questionnaire because of its simplicity. I have conducted my survey within 20 days time band. After pretesting I have finalized our questionnaire and conducted my survey.

1.21 Editing
In this step I have eliminated the errors from the raw data found from the field operation and prepared for analyzing. That has been done by the field editing.

1.22 Coding or Grouping

Related data was grouped together by the coding them manually to make them easy to process. Such all questions & information of the same sex, age or occupation describe according to find out their percentage and total respectively.

1.23 Costing and Time

To prepare the complete report it will take about TK2000 and time will be approximately 5065 days. The research time schedules are distributed as follows:

Cost and Time

Feb01-Feb15,2012 (TK500) Feb20-Mar05,2012 (TK500) Mar10- Mar25,2012 (TK200) Mar25-Apr10,2012 (TK800) 16 Research Proposal

Working Schedule

Data Collection Data Analysis Report Preparation and Presentation and Print.

1.24 Limitations of the Study

There are some limitations associated while preparing this report. Because of time and cost constraint it is not possible to select all of the third generation banks for measuring the financial performance. Also data unavailability added another reason for not considering all of the banks in Bangladesh. Analysis between Islamic and Conventional bank has been done only based on secondary data collection and macroeconomic variables are not considered to avoid complexity in analysis. On the way of my study in Shahjalal Islami Bank Limited, I have faced the following problems, which may be termed as the limitations of the study. The major limitations of this study are given as follows:

It is very difficult to collect all the required information in such a short period. Customers were reluctant to answer the question. The bankers are very busy with their jobs, which lead a little time to consult with. Category wise export, import and guarantee business, amount and percentage of classified loan originated from the international trade is missing in the report for their restriction.

I worked only on Dhanmondi branch of Shahjalal Islami Bank Limited, so I gather knowledge about activities of Head Office only by reading/hearing not in practical way.

Sufficient records, publications regarding customer service were not available as per requirement. Three-month is not sufficient time to gain practical knowledge and prepare a report. The employees of the bank are so much busy so they cannot provide me to give information about the General Banking Department such as different types of loans and advances.

I have no proper experience to do this kind of report. So, inexperience creates obstacle to follow the systematic and logical research methodology. The sample size does not represent the total customer opinion. Respondent had limited time to respond our question.

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Chapter 2
Profile of the Shahjalal Islami Bank Limited & Dhanmondi Drench.

18

2.0 Background of Shahjalal Islami Bank Ltd:

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 nine 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 interestfree 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.At present, the bank has a network of 51 branches with around 1109 employees stationed in both rural and urban areas of the country. Now this bank has paid up capital Tk. 2,245.98 million. (Shahjalal Islami Bank Ltd, Dhanmondi branch 2012)

2.1 Historical Background of Shahjalal Islami BankLimited

Shahjalal Islami Bank Limited is based on Islamic Shariah. SJIBL is named after the name of a saint Hajrat Shahjalal (R) who dedicated his life for the cause of peace in this world and hereafter and served the humanity. It was incorporated as a Public limited company on 1 st April 2001 under companies Act 1994. t started its Banking operation on May 10, 2005 with the 1st branch (main branch) opened at 58, dilkusha C/A, Dhaka obtaining the license of Bangladesh Bank, for enlistment of economic condition of its customers as well as to contribute sustainable economic growth and development in trade and industry of the country. Its corporate head quarter is situated at 10 Dilkusha C/A, Jiban Bima Bhaban, Dhaka-1000, Bangladesh. Now it has 21 branches, 9 branches are in Dhaka and rest 12 branches are in Chittagong, Sylhet and Gazipur. The sponsors of SJIBL are leading business personalities and renowned industrialist of the country. Now this bank has paid up capital 46.83 million and No. Of Directors 13. (www.shahjalalbank.com.bd).

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2.2 Products and Services:

The SJIBL serves its massive clientele with a variety of services apart from the conventional Ones. Its frequent improvement and introduction of new products and services has given it a Margin over the competitors.

a) Different Types of Scheme:

Monthly Deposit Scheme (MDS) Mudaraba Term Deposit Receipt (MTDR) Monthly Income Scheme (MIS) Double Profit Deposit Scheme (DPDS) Millionaire Scheme. Hajj Palon Scheme etc

b) Different Types of Investment (Loan) Facilities:

Trade. Working Capital Financing. Industry. Agriculture, Fishing and Forestry. Transport and communication. Water works and sanitary service. Construction. Storage. Miscellaneous etc.

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2.3 Corporate Information

Name of the Company Legal Form Commencement of Business Head Office Telephone No. Fax No. Website SWIFT E-mail Chairman Managing Director Auditors Tax Advisor Legal Advisor No. of Branches No. of ATM Booth No. of SME Centers Off-Shore banking Unit No. of Employees Stock Summary: Authorized Capital Paid up Capital Face Value per Share Tk. 6,000 million Tk. 4452.655 million Tk. 10 (www.shahjalalbank.com.bd) Shahjalal Islami Bank Limited A public limited company incorporated in Bangladesh on 1st April 2001 under the companies Act 1994 and listed in Dhaka Stock Exchange Limited and Chittagong Stock Exchange Limited. 10th May 2001 Uday Sanz, Plot No. SE (A) 2/B Gulshan South Avenue, Gulshan - 1, Dhaka-1212. 88-02-8825457,8828142,8824736,8819385,8818737 88-02-8824009 www.shahjalalbank.com.bd SJBL BD DH sblho@shahjalalbank.com.bd Alhaj Anwer Hossain Khan Md. Abdur Rahman Sarker M/S. Hoda Vasi Chowdhury & Co. Chartered Accountants, spahani Bhaban 14-15 Motijheel C/A, Dhaka-1000, Phone: 88-02-9555915, 9560332 M/S K.M Hasan & Co, Chartered Accountants 87, New Eskaton Road Dhaka. Phone: 88-02-9351457, 9351564 Hasan & Associates, Chamber of Commerce Building (6th floor), 65-66 Motijheel C/A, Dhaka 73 15 06 01 1,671

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2.4 Organgram of the Organization:

Chairman Board of Directors Deputy Managing Director Managing Director Executive Vice President Senior Vice President Vice president Senior Assistant Vice President Assistant Vice President First assistant Vice President Junior Assistant Vice President Senior Executive Officer Executive Officer First Executive Officer Senior Officer Board of Committees Deputy Managing Director

Figure 01: Organizational Chart (Organogram) of SJIBL

(Shahjalal Islami Bank Ltd, Dhanmondi branch 2012)

2.5 Organizational Structure

There are five different wings to consist the organizational structure of SJIBL. Those are as follows. Board of Directors Board Committees Executive Committee Policy Committee Management Team 22

2.6 Objectives of SJIBL:

The objective of Shahjalal Islami Bank Limited is not only to earn profit but also to keep the social commitment and to ensure its co-operation to the person of all level, to the businessmen, industrialist specially who are engaged in establishing large scale industry by consortium and the agro-based export oriented medium and small scale industries by self inspiration. SJIBL is always ready to maintain the highest quality of services by upgrading banking technology in management and by applying high standard of business ethics through its established commitment and heritage. (Shahjalal Islami Bank Ltd, Dhanmondi branch 2012)

To conduct interest free banking. To establish participatory banking instead of banking on debtor creditor creditor relationship. To invest through different modes permitted under Islamic Shariah. To accept deposits on profit loss sharing basis. To extend co-operation to the poor, the helpless and the low income group for their economic enlistment. To play a vital role in human development and employment generation. To contribute towards balanced growth and development of the country through investment operations particularly in the less developed areas. To contribute in achieving the ultimate goal of Islamic economic system. To offer contemporary financial services in conformity with Islamic Shariah. To contribute towards economic development and prosperity within the principles of Islamic Justice. To help achieving stability in the economy. To provide banking service to the people within the commanding area. To contribute in profitability of SJIBL.

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2.7 Vision of SJIBL:

The vision of SJIBL is 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. (To provide quality services to customers). To set high standards of integrity. To extends customers innovation services acquiring state-of-the-art technology blended with Islamic Principles, and being total satisfaction to our clients and employees. Formal Sector-Commercial banking with latest technology Non Formal Sector-Family empowerment Micro-credit & Micro-enterprise program Voluntary Sector Social capital mobilization through CASH WAQF and other.

Finally, Reduction of Poverty Level is there Vision, which is a prime object as stated in Memorandum of Association of the Bank with the commitment Working Together for a Caring Society (www.shahjalalbank.com.bd)

2.8 Mission of SJIBL:

The mission of SJIBL are 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 customers innovative services acquiring state-of-the-art technology blended with Islamic principles and to ensure human resource development to meet the challenges of the time. (www.shahjalalbank.com.bd). To expand Islamic banking throughout welfare oriented banking system. Ensure equity and justice in economic activities. Extend financial assistance to poorer section of the people. Achieve balance growth and equitable development. High quality consortium financial service with the latest technology. First, accurate and satisfactory customer service. Balance & sustainable growth strategy. Optimum return on shareholders equity. Introduction innovative Islami banking products. Attract and retain high quality human resource. Empowering real poor families and create local income opportunities. Providing support for social benefit organization- by way of mobilizing fund and social services. 24

2.9 Strategies of SJIBL:

The strategies of the SJIBL are to strive for customers best satisfaction and earn their confidence; to manage and operate the Bank in the most effective manner; to identify customers needs and monitor their perception towards meeting those requirements; to review and updates policies, procedures and practices to enhance the ability to extend better services to the customers; to train and develop all employees & provide them adequate resources so that the customers needs are reasonably addressed; to cultivate a congenial working environment and to diversify portfolio both the retail & wholesale markets.

(www.shahjalalbank.com.bd).

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.

2.10 Departments of SJIBL

All branches of Shahjalal Islami Bank Limited are divided into three departments: General Banking Department. Foreign Exchange Department. Investment Department.

25

2.11 Divisions of SJIBL at Dhanmondi Branch:

Divisions

General Banking Division IT Department Account & Administration Dept. Human Resource Department Clearing Department Cash Department

Investment Division Administration Department

Foreign Exchange Division Import Department Export Department

Relationship Department

Remittance Department

Figure: Divisional chart of SJIBL, Dhanmondi Branch

(Shahjalal Islami Bank Ltd, Dhanmondi branch 2012)

2.11.1 General Banking Department:

General banking department is one of the most important departments of Shahjalal Islami Bank Limited. Basically bank provides the main services to the customer through this department. In general this section of the Shahjalal Islami Bank Limited is divided into five sections. a) Information Technology (IT) & Automation: Like all the branches of the SJIBL, Dhanmondi branch is also fully computerized. The main objective of the bank is to take care of different economic groups of the society and meet their all types of banking requirements to disseminate services to the doorstep of the people which are gradually being done with the help of Information Technology very smoothly. The bank is providing customer services through on-line facilities. Its ultimate aim is to enable their respected and valued client to shop under the same roof. In line with that SJIBL VISA CARD, SMS/Push Pull services have already been introduced. Besides, clients are also facilitated by the service of REUTERS, SWIFT, and Western Union Money Transfer etc. Bank has set to adopt Core Banking Software for ensuring more transparency, accountability and responsibility of individual working hard in all types of transaction and it is expected that by mid 2011 migration will be completed and the bank will be in full range anytime any branch online banking (Shahjalal Islami Bank Ltd, 2009). 26

b) Account & Administration Department: Bank account is a contractual relationship between a bank and the customers. It is the best way for a customer to build relationship with the bank. Like interest-based conventional banks, the main function of Shahjalal Islami Bank Limited (SJIBL) is to mobilize saving and provide financial support to the entrepreneurs. Depositors receive interest in a predetermined rate for their deposits make with an interest based banks, where SJIBL neither pay not receive interest and mobilizes saving of the common people in line with Islamic Shariah. Deposit account can take in a various forms such as:
Al Wadiah Current Deposit (AC) Mudarabah Savings Deposit (MSD) Short Notice Deposit (SND) (Shahjalal Islami Bank Ltd, 2011)

c) Human Resource Department: This department deals with the employees as the core resources of the organization. The policy on human resource management of Shahjalal Islami bank is proactive. They believe that investment in human resource development is the key to maintaining sound health of the bank. The employees of the bank attended training program/seminar, workshop both at home and abroad. The training center of the bank arranged various courses, workshops and seminars on important aspects of Banking throughout the year on regular interval. The management invites experts of banking sector for imparting training to their employees to meet the challenges. To keep the employees motivated, incentives, performance reward, promotion and accelerated promotion etc. are given on regular basis (Training Centre of Shahjalal Islami Bank Ltd., 2008). d) Clearing Department: On behalf of the customer bank receives their proceeds of instruments such as Drafts, Cheques, and Pay Order and sends for collection through Outward Bills for Collection (OBC) and Inward Bills for Collection (IBC) within the cleaning houses area. In Outward Clearing process, instruments drawn on other banks, within the clearinghouse area, are deposited through their clients are sent for collection. In Inward clearing process the bank receives cheque drawn on their branches within the clearinghouse area presented by other banks. Another function of this department is the transfer delivery which is done by outward transfer and inward transfer. Instrument send for collection to other branches is outward transfer delivery. When instrument come to this branch for collection then it is called inward transfer delivery (Training Centre of Shahjalal Islami Bank Ltd., 2008). 27

e) Cash Department: Cash department is the most vital department of a bank and it is call blood of a bank. It is a platform to communicate with customers. Cash department receives & pays cash directly. In the cash department there are different register such as Vault register, Cash receive register, Cash payment register, Cash balance register, Rough cash balance book, Cash remittance register, Key register, Cash position memo. There is a procedure of cash in and cash-out from the vault. Also a systematic procedure is maintained for receiving cash through different vouchers and payment against different cheques and vouchers. Different types of form are used for cash deposits for different types of accounts. Cash may be received by the following ways:
Current of Savings account pay-in-slip Credit voucher Different types of instrument remittance (TT, DO, PO etc.) are received by respective forms. Bills like National Life Insurance Co. Ltd. Share collection Different types of scheme Cash is paid in payment counter against these instruments: Cheques, Cash debit voucher, Pay-in-slip, Pay Order, DD etc. Banks expense also paid to outsider through cash debit voucher. (Training Centre of Shahjalal Islami Bank Ltd, 2011).

2.11.2 Investment Division:

This division has the authority to determine the party or the client who will get the credit facility from the bank. The credit clients are selected according to the criteria of credit policy. This division has the full authority to take any decision against or favor the client and these divisional works is supported by the Credit Services Division. Administration department handles the credit proposal, disbursement, monitoring and credit recovery position that is given by all branches. Each branch has their own credit division and all branch-wise activities are supported to the head office credit services division.Banking business consists of borrowing and lending, Bank act as an intermediary between surplus and deficit economic units. Thus a banker is a dealer in money and credit. Banks accept deposit from large number of customers and then lend a major portion of the accumulated money to those who wish to borrow. In this process banks secure reasonable return to the savers, make funds available to the borrowers at a cost and earn a profit after covering the cost of funds. Banks, besides their role of intermediation between savers and borrowers and providing an effective payment mechanism, have been allowed to diversify into many new areas of better paying business activities. (Training Centre of Shahjalal Islami Bank Ltd., 2011) 28

2.11.3 Foreign Exchange Division:

SJIBL has been able to maintain a good growth in foreign exchange business. Total foreign exchange business handled during the year 2011 was Tk. 79,450.24 million as against Tk. 78,396.10 million of 2010 registering an increase of Tk. 1,054.14, i.e. 1.34% growth. The bank has established correspondent relationship with 29 banks in 610 locations to facilitate business with foreign countries. This correspondent relationship has immensely increased banks foreign trade and foreign business and simultaneously, the clients of this bank have been receiving satisfactory service from all over the world. Three Services in Foreign Exchange Department of Shahjalal Islami Bank Limited are Travel Related Services, Remittance, and Letter of Credit (L/C) Open. (Shahjalal Islami Bank Ltd, Dhanmondi branch 2012)

Banks play a very important role in effecting foreign exchange transaction of a country. Mainly transactions with overseas countries are in respect of imports; exports and foreign remittance come under the purview of foreign exchange department. Banks are the vital sectors by which such transactions are effected/settled. Central Bank records all sorts of foreign exchange transactions. The other banks dealing with foreign exchange are to report to Bangladesh Bank regularly (viz. daily, monthly, quarterly, yearly etc.). The foreign exchange department consists of three sections. Those are as follows:

Import Department Remittance Department Export Department

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2.12 Other Division of SJIBL:

2.12.1 Internal Control and Compliance Division:
In order to have efficient, effective and compliant internal control system, SJIBL has strengthened and segregated its Internal Control and Compliance Division into three separate units based on the relative guidelines framed by Bangladesh Bank: Audit and Inspection Compliance Monitoring

2.12.2 Concurrent Audit on Capital Market Service Division (CMSD):

Apart from usual inspection, a concurrent inspection on CMSD is being conducted for which an official of the division has been posted to CMSD. The management Committee (MANCOM) of the bank monitors the effectiveness of the internal control function time to time. The MANCOM provides certification in overall adequacy and effectiveness of the internal control system based on banks policy and procedure to the Board of Directors in yearly basis.

2.12.3 Risk Management Unit (RMU):

SJIBL has introduced Risk Management Unit (RMU) to analyze and measure business risk with taking effective steps to reduce the risks involved in the business of banking. (Shahjalal Islami Bank Ltd, Dhanmondi branch 2012)

2.13 Branch Network:

The bank has been operating with a network of 73 branches around the country. In the year 2011 the bank has opened 18 new branches and from all of the branches 38 branches are located in Dhaka. (www.shahjalalbank.com.bd).

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2.14 Functions Sahjalal Islami Bank Limited

A bank plays a vital role for developing economic growth in any country and controlling money circulation. It has a lot of functions in different ways. First we have to know about a bank, that isA bank means an institution, which borrows money from the surplus unit of the society and lends money to the deficit units for earning profit. The deposits are mainly accepted by the banker through current account and saving account withdraw able by cheques. Deposits are also accepted by several head of accounts. A bank includes a body of persons, weather incorporated or not, who carry on business on banking. Thus bank is a profit making institution, which deals in money and credit.The functions of commercial banks are now wide and varied. However the function of commercial banks many broadly is classified under the following two categories:

Primary Function Secondary Function

2.14.1 Primary Functions

The primary functions of commercial bank/ Shahjalal Islami Bank Limited are as follows.

Accepts Deposits Lends Money

1) Accepts Deposits:
The first primary function of bank is to accept deposits of money from the public or serves group. The total deposits held by the banker are broadly classified as-

a) Demand Deposit: Demand deposits are withdrawn able on demand and thus on prior notice is needed. Deposit in Current Accounts fall in this category. b) Time Deposit: Time deposits are repayable on the expiry of a fixed period on time only. Fixed Deposit Accounts, recurring Deposit Accounts and deposit payable at specified notice fall in this category. The bank usually pays interest on all types of deposit accounts except the current accounts. (www.shahjalalbank.com.bd).

31

2) Lends Money:
Banking business essentially involves lending. In fact the deposits are accepted for Lending and investment. Depending on the requirements of the borrowers, the bank lends money in the forms following: (www.shahjalalbank.com.bd). a) Loans: In case of loan, the entire amount is paid to the borrower in lump-sump, either in case or by way of transfer to his account. The borrower can withdraw the amount at any time. The loan can be repaid either in installments or in lump-sump. Interest is calculated and charged on the debit balance usually with quarterly rests. A loan was repaid in full or in part cannot be withdrawn further. Thus, no chequebook is issued against the loan account. b) Overdraft: Overdraft is usually a temporary agreement where the customer is allowed to allow withdraw money exceeding the credit balance of the current account up to an agreed limit. Unlike loan, withdrawals or deposits can be made any number of time, provided the total amount overdraws does not exceeds the agreed limit. c) Cash Credit: A cash credit is an arrangement where the customer is allowed to withdraw money up to the sanctioned limit. Unlike overdraft this is a permanent arrangement and usually used to meet the working capital needs of business house, industries etc. In cash credit account withdrawals and deposits may be affected frequently. Interest is charged on daily balanced and thus the borrower can save interest by reducing the debit balance with his surplus amount. Cash credit arrangement is usually made against pledged or hypothecation of goods but this could also be extended against personal security. d) Bill Discounted and Purchased: Another mode of advancing money is discounting of the issuance bill of exchange. The banks buy the bill before its maturity at a price less than the face value. The amount, which the bank deducts from the face value of instrument, is actually the interest calculated up to the date of maturity of the bill. On maturity the bank realizes the amount from the drawer of the bill. Banks sometimes purchase the bills instead of

discounting them. This Bills must be is accompanied by documents of title of goods is purchased by the bank. e) Creates Credit: The creation of credit is one of the important functions of commercial bank. In the Ordinary course of business, bank accepts deposit from the public and lends money to its customers. When a bank extends loan, it does not pay the amount in the bank Account of the borrower and allow withdrawing the required amount by cheques. In this way, a bank creates credit or deposit, which is regarded as money and can be used for the purchase of goods and services and also for the payment of debt just like currency notes. 32

3) Creates Medium of Exchange:

Commercial banks usually issue cheque, which circulates like money in the society and thus creates the medium of exchange.

2.14.2 Secondary function:

Modern commercial banks like Shahjalal Islami Bank Limited, besides performing the primary functions, cover a wide range of financial and non-financial service to meet the growing needs of the time. Some of these services are available only to the customers while others are available to the public in general. The subsidiary services provided by a modern banker may be classified in the following two groups: Agency services General Utility Services 1) Agency services: In many case the commercial banks act as the agents of the customers. As an agent the bank provides the following services: Execution of standing instructions or orders of the customer via, payment of subscription, insurance premium, utility bill, rent etc. Collection of cheque, draft, bill of exchange, promissory note, dividends, salaries, pensions, rent etc. on behalf of the customer. Acting as a correspondents and representative of its customers, other banks and financial institution.

2) General Utility Services: Bank provides a variety of general utility services to the customers. Those are following: Issue Letter of Credit (L/C) bank guarantee etc. Accepts valuables comment for safe custody. Conducts in foreign exchange business. Lease financing Provides inter-net banking service. Provides telex-banking service. provides home banking service. Provides specialize advisory service. Issued debit and credit cards. Underwrites shares and securities. Factoring. Merchants banking. Serving as a referee as to the financial standing business reputation and respectability of their customers.

33

Chapter 3 Internship Position & Duties

34

3.0 Internship position and duties:

I joined in Shahjalal Islami Bank Limited at Dhanmondi Branch as an internee on the 22 January 2012. After joining I followed what they do, how to maintain office discipline, how to handle the customer, behavior with employee etc. Day by day I adjusted with others and started my work. In Shahjalal Islami Bank Limited at Dhanmondi Branch, the employees are mostly courteous, friendly in nature and eager to help in spite of the tremendous workload. They helped me as they tried their level best .I was tried to maintain the office time.The internship period was three months. I worked in the bank mainly in General Banking Section and sometimes worked in foreign exchange division. I stared my work at general banking division. I was tried to complete all the part of general banking. They are following. i. ii. iii. iv. Account opening section Cash section

Foreign Remittance section Clearing section

A) Account Opening section

I have started my internee with account opening section. I assist in the account opening procedure. In account opening formalities, there needs some important information. DPS or MMS, MSA information, FDR information. When a customer wants to open an account he/she need to fill the KYC form. I help the customer to fill the KYC form as well as to open the account. Sometime I issued the cheque book and helped the customer to understand the about Shariah based banking. In account opening section, I am doing the following works: I provide the account opening form to the customer. I helped the customer how to fill-up the account opening form. I gave the signature card with account opening form. I gave ATM card of responsive customer. I filled up the customers transaction profile and know you customer (KYC). I added the check list in front of account form. I gave the branch seal and signature verified seal of respective areas. Face to face dealing with customer, such as cheque books, account balance status, ATM cards status etc. I scanned the signature card on scanner and posted it to the software. I found the bank statement and print it on printer. 35

B) Cash section
Cash section demonstrates liquidity strength of a bank. It also sensitive as it deals with liquid money. I had no permission to go to the cash section. But they provided some information about cash. Such as how to they operate the cash section? How to they calculated the money after the day?

C) Foreign Remittance section In remittance section I gathered some knowledge about PO, DD, and TT. I have also known about remittances which are come from abroad. I also know about how to provide money to the customer which came from abroad. I was writing the pay order. Every day I wrote at least 5 pay order. Prepare reminder letter. Updating the different register such as LC register, IMP issue register, LDBP register, BTB register. Fill-up the IMP form and put it down the Bangladesh Bank server. Local bill document forwarding. I gave the seal of authorized person in the L/C file. I cut the pro-Forma Invoice and Commercial invoice for making IMP. Fill-up the L/C form.

D) Clearing section I was written many voucher. I learned about Inward Bills for Collection (IBC), Outward Bills for Collection (OBC), inter branch general account (IBG A/C). Sometimes I was helping the customers to write their cheque and their deposit voucher.

I received the MICR cheque of account payees. I made the forwarding of outward bill collection. I scanned the cheque for sending it to Bangladesh bank. I sorting the voucher. I gave the OBC in the register khata. I copied the OBC forwarding on photocopy machine. I check the summery situation with statement of affairs. I registered the clean cash report in registered book. 36

3.1 Learning Points:

A) Account opening section:
I have worked in the account opening section. Lot of customer arrived and tries to collect information for account opening. I have provided the information about account opening requirements to the clients. There are different types of account. For every types of account follow the different procedure. Necessary papers/document required for opening account such as introduction of the account, two photographs of the signatory duly attested by the introducer, one copy photographs of nominee along with signature duly attested by account holder, nominee declaration from duly signed by the nominee and account holder, identification (copy of passport)/ chairman certificate/ national ID/copy T and T bill/student etc and other requirements need to open an different types of account.

How to prepare and file up the account opening form. How to use software. Find out cheque books status enquiry and account balance enquiry. How to forward the ATM issues and activation request. How to sending the cheque book requisition. How to active the ready cheeque book. How to find the bank statement. I learnt how to write a pay order.

B) Cash Section
Cash section plays a vital role in the general banking procedure.Becuse it deals with most liquid asset. This section receives cash from depositors and pays cash against cheques, drafts, and pay order and in slip over the counter. These sections have cash receiving procedure and they follow these procedures properly. Cash payment procedure, before honoring a cheque then the paying banker has to observe the cheque and follow the different procedure. After verifying all these documents the officer passes it to the computer section for more verification

37

C) Foreign Remittance Section:

I have also worked in the remittance section. This section specially done by telegraph transfer, mail transfer, travelers cheque and drafts. When any telegraphic transfer reached to the branch, I enter this TT in debit voucher. Hence I ensure name, account number, TT number and date. These sections have two types of remittance, such as inland remittance and foreign remittance.

How to prepare the letter of credit (L/C) file. How to fill-up the IMP form. What is the pro-forma and commercial invoice?

D) Clearing section
The place where the bank meets and settles their dues is called the clearinghouse. The members submit the cheques, in the respective desks of the bank and vice versa. Consequently the debit credit entries are given .At the end, debit summation and the credit summation are calculated. Then the banks clear the balance through the cheque of the Bangladesh bank.

How to differentiate the voucher. How to summarize the statement of affaire. How to decorate the voucher sequentially. I learned the difference between MICR and non MICR cheque. How to prepare the forwarding of outward bill collection. How send the image of cheque in Bangladesh bank clearing house. How to copy the papers on photocopy machine.

38

Chapter 4
Findings & Analysis

39

4.0 Demographics Frequencies

The respondents of this report are 40. Every respondent provide their responses without any force. This table shows that the Demographics frequencies of the research: Statistics Gender of ID of the the Age of the Area of the Occupation Account of Income of of the the the

reapondent respondent respondent respondent respondent respondent respondent N Valid Missing 40 0 40 0 40 0 40 0 40 0 40 0 40 0

Gender of the respondent

Gender of the respondent Frequency Valid Male Female Total 24 16 40 Percent 60.0 40.0 100.0 Valid Percent 60.0 40.0 100.0 Cumulative Percent 60.0 100.0

Mostly the Shahjalal Islami Bank Limited customer is male. In the research total respondents is 40. The male respondent is 24 out of 40 and percentage is 60% and the female respondent is 16 out of 40 that show the parentage are 40%. 40

Age of the respondent

Age of the respondent Frequency Valid 10-20 20-34 34-49 49-64 64+ Total 2 16 13 6 3 40 Percent 5.0 40.0 32.5 15.0 7.5 100.0 Valid Percent 5.0 40.0 32.5 15.0 7.5 100.0 Cumulative Percent 5.0 45.0 77.5 92.5 100.0

Mostly the respondent of the research of Shahjalal Islami Bank Limited age is 20-34, where respondents are 16 out of 40 and that show the percentage is 40%. The second level of respondents age is 35-49, where respondents are 13 out of 40 and that show the percentage is 32.5%. The third level of respondents age is 49-64, where respondents are 6 out of 40 and that show the percentage is 15%. The fourth level of respondents age is 64+, where respondents are 3 out of 40 and that show the percentage is 7.5%. The last level of respondents age is 10-20, where respondents are 2 out of 40 and that show the percentage is 5%. 41

Area of the respondent

Area of the respondent Frequency Valid Azimpur Boubazar C Road CentralR Dhan Dhanmond E Road Farmget G Road Greenroa Hatirpul Kalab Katabon kolabaga Kolabaga M Pur Mirpur Panthop Polashy Rayerbaz S Moli Vutergol Zigatola Total 4 1 1 1 1 7 2 1 2 1 1 1 1 1 1 3 3 1 1 2 1 1 2 40 42 Percent 10.0 2.5 2.5 2.5 2.5 17.5 5.0 2.5 5.0 2.5 2.5 2.5 2.5 2.5 2.5 7.5 7.5 2.5 2.5 5.0 2.5 2.5 5.0 100.0 Valid Percent Cumulative Percent 10.0 2.5 2.5 2.5 2.5 17.5 5.0 2.5 5.0 2.5 2.5 2.5 2.5 2.5 2.5 7.5 7.5 2.5 2.5 5.0 2.5 2.5 5.0 100.0 10.0 12.5 15.0 17.5 20.0 37.5 42.5 45.0 50.0 52.5 55.0 57.5 60.0 62.5 65.0 72.5 80.0 82.5 85.0 90.0 92.5 95.0 100.0

Occupation of the respondent

Occupation of the respondent Cumulative Frequency Valid Business Doctor Govt S Govt Ser H Wife Insuranc Others Service Student Teacher Total 9 5 1 1 3 2 2 8 5 4 40 Percent 22.5 12.5 2.5 2.5 7.5 5.0 5.0 20.0 12.5 10.0 100.0 43 Valid Percent 22.5 12.5 2.5 2.5 7.5 5.0 5.0 20.0 12.5 10.0 100.0 Percent 22.5 35.0 37.5 40.0 47.5 52.5 57.5 77.5 90.0 100.0

In this research the most of the respondents are the Businessman that contains 9 respondents out of 40 and percentage is 22.5% of total respondents. Second level is service-holder that contains 8 out of 40 respondents and percentage is 20% of the total. Third level is Doctor that contains 5 respondents out of 40 and percentage is12.5% of the total. Fourth level is Student that contains 5 respondents out of 40 and percentage is 12.5% of the total respondents. Fifth level is teacher that contains 4 respondents out of 40 and percentage is 10% of the total respondents. Sixth level is housewife that contains 3 respondents out of 40 and percentage is 7.5% of the total respondents. Seventh level is insurance that contains 2 respondents out of 40 and percentage is 5% of the total respondents. Eighth level is others that contain 2 respondents out of 40 and percentage is 5% of the total respondents. Last level is Govt service that contains 2 respondents and percentage is 5% of the total respondents.

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Account of the respondent

Account of the respondent Frequency Valid Current DPDS FDR Fixed Fixwd Hajjpalo LC LC,Savin MDR.MDS, MDS MDS,MTDR Milliona MIS MS MSD MTDR Sacings Saving Savings SND Total 4 1 1 2 1 1 5 1 1 2 1 2 1 1 2 3 1 1 8 1 40 Percent 10.0 2.5 2.5 5.0 2.5 2.5 12.5 2.5 2.5 5.0 2.5 5.0 2.5 2.5 5.0 7.5 2.5 2.5 20.0 2.5 100.0 Valid Percent 10.0 2.5 2.5 5.0 2.5 2.5 12.5 2.5 2.5 5.0 2.5 5.0 2.5 2.5 5.0 7.5 2.5 2.5 20.0 2.5 100.0 Cumulative Percent 10.0 12.5 15.0 20.0 22.5 25.0 37.5 40.0 42.5 47.5 50.0 55.0 57.5 60.0 65.0 72.5 75.0 77.5 97.5 100.0

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Income of the respondent

Income of the respondent Frequency Valid 10000-30000 30000-60000 60000-100000 100000-Above Total 14 15 7 4 40 Percent 35.0 37.5 17.5 10.0 100.0 Valid Percent 35.0 37.5 17.5 10.0 100.0 Cumulative Percent 35.0 72.5 90.0 100.0

46

Most of the customers of Shahjalal Islami Bank Limited are upper-middleclass, thats why, respondents of this research are upper-mid income level customers, major part of respondents monthly income are 30000-60000 that contains 15 respondents and percentage is 37.5%. Second level of respondents income is 10000-30000 that contains 14 respondents and the percentage is 35%. Third level of respondents income is 60000-1000000 that contains 7 respondents and percentage is 17.5%. Last level of respondents income is above 100000 that contain 4 respondents and percentage is 10% of total respondents.

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4.1 Descriptive statistics

This table shows that descriptive statistics of the research: Descriptive Statistics N Shahajalal Islami Bank at Dhanmondi Branch is providing prompt services. Shahajalal Islami Bank at Dhanmondi Branch provides good local remittance facilities. Banking procedures were performed correctly the first time. Shahajalal Islami Bank at Dhanmondi Branch account opening and closing process is easier. Shahajalal Islami Bank Limited should be added to improve the service of ATM machines. The overall quality of service you received from this bank was Excellent to poor:(seven -point scale) Annual charge of SJIBL is affordable. The interest rate of this bank is affordable. Interest rate of various types of loan is moderate and reasonable. SJIBL at Dhanmondi Branch offers DPS and FDR & different types of schemes to their customer such as MTDR,MSD, MDS, Al Wadeah Current Account, Mudaraba Monthly Profit Deposit Mudaraba Hajj Savings Mudaraba Muhor Savings etc. Shahajalal Islami Bank at Dhanmondi Branch offers High interest rate on FDR and DPS. SJIBL should open more branches in Dhaka City as well as the other cities of the countries. Shahajalal Islami Bank at Dhanmondi Branch has a convenient transaction hour? Shahajalal Islami Bank at Dhanmondi Branch provides safety transaction services. You think the employees of Shahajalal Islami Bank are trustful and reliable? Shahajalal Islami Bank Limited is maintaining their service quality according to their slogan. Customers can express their opinions and complaints to the authority. 48 40 40 40 40 40 40 40 40 40 Mean 4.0500 3.6500 3.6500 3.7250 3.0250 3.0250 3.1250 3.5500 3.6000 Std. Deviation .71432 .66216 .76962 1.01242 .86194 .80024 .93883 .90441 .87119

40

3.4500

1.06096

40 40 40 40 40 40 40

3.4500 3.5500 3.4750 3.5500 3.5500 3.4750 3.7250

.90441 .95943 .93336 .87560 .87560 .81610 .78406

How willing would you be to recommended the bank to a friend(very willing to very unwilling) Rules and regulations were strictly maintained. You think as a bank SJIBL at Dhanmondi Branch is always trustworthy from all aspect? SJIBL is Maintaining their service quality according to their commitment & responsibility. The banks staff replies yours phone call. Time installments process of Shahajalal Islami Bank at Dhanmondi Branch is Easier to its clients. You think SJIBL understands your specific needs? Shahajalal Islami Bank at Dhanmondi Branch makes aware of the Fake note to its clients. SJIBL at Dhanmondi Branch is well decorated. Shahajalal Islami Bank Limited at Dhanmondi Branch has good banking environment. Shahajalal Islami Bank Limited at Dhanmondi Branch is situated in convenient place. SJIBL staff was caring, helpful, & responsible. The employee of SJIBL at Dhanmondi Branch nice behaves with the customers. The Employees of SJIBL at Dhanmondi Branch are always ready to help the customers. The bank staff was professional, skilled & well-trained. The staff was disciplined & maintaining the bank rules. The employees were willing to answer any questions. Shahajalal Islami Bank at quick internet transaction services to its client. You satisfied with the facilities like (ATM Card, Credit Card, Online Banking) provided by SJIBL. SJIBL use high technology for providing faster service to their customer. The overall performance of Shahajalal Islami Bank at Dhanmondi Branch is satisfied. Overall I am satisfied with the service that received from the bank. If I refer anyone I will refer this bank. Valid N (listwise)

40 40 40 40 40 40 40 40 40 40 40 40 40 40 40 40 40 40 40 40 40 40 40 40

3.4000 3.4750 3.5250 3.7000 3.9750 3.2750 3.4750 3.3000 3.0750 3.4000 3.4000 3.4250 3.4500 3.6000 3.5500 3.5750 3.5750 3.3000 3.3250 3.1750 3.4000 3.5500 3.2750

1.00766 .98677 1.06187 .85335 .80024 .90547 .81610 .85335 .88831 1.08131 .90014 .90263 1.01147 .81019 .90441 1.03497 1.00989 .82275 .79703 .90263 .81019 .67748 .81610

49

If the mean values are above 3.5 and the standard deviation values are less than 1 those variables are holding positive perception by the customers. On the other hand if the mean values are bellow 3.5 and the standard deviation values are less than 1 those variables are holding negative perception by the customers. On the basis of those assumptions, we can say from descriptive statistics table, this table show that the 14 questions are the positive perception and 18 questions are negative perception by the customer.

The positive variables are as follows

Shahajalal Islami Bank at Dhanmondi Branch is providing prompt services. Where mean value is 4.0500 and standard deviation is .71432. Shahajalal Islami Bank at Dhanmondi Branch provides good local remittance facilities where mean value is 3.6500 and standard deviation is .66216. Banking procedures were performed correctly the first time where mean value is 3.6500 and standard deviation is .769623. The interest rate of this bank is affordable where mean value is 3.5500 and standard deviation is .90441. Interest rate of various types of loan is moderate and reasonable where mean value is 3.6000 and standard deviation is .87119. SJIBL should open more branches in Dhaka City as well as the other cities of the countries where mean value is 3.5500 and standard deviation is .95943. Shahajalal Islami Bank at Dhanmondi Branch provides safety transaction services where mean value is 3.5500 and standard deviation is .87560. You think the employees of Shahajalal Islami Bank are trustful and reliable? Where mean value is 3.5500 and standard deviation is .87560. Customers can express their opinions and complaints to the authority where mean value is 3.7250 and standard deviation is .78406. SJIBL is Maintaining their service quality according to their commitment & responsibility where mean value is 3.7000 and standard deviation is .85335. The banks staff replies yours phone call where mean value is 3.9750 and standard deviation is .80024. The Employees of SJIBL at Dhanmondi Branch are always ready to help the customers where mean value is 3.6000 and standard deviation is .81019. The bank staff was professional, skilled & well-trained where mean value is 3.5500 and standard deviation is .90441. Overall I am satisfied with the service that received from the bank where mean value is 3.5500 and standard deviation is .67748.

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The negative variables are as follows

Shahajalal Islami Bank Limited should be added to improve the service of ATM machines where mean value is 3.0250 and standard deviation is .86194. The overall quality of service you received from this bank was Excellent to poor : ( seven -point scale) where mean value is 3.0250 and standard deviation is .80024. Annual charge of SJIBL is affordable where mean value is 3.1250 and standard deviation is .93883. Shahajalal Islami Bank at Dhanmondi Branch offers High interest rate on FDR and DPS where mean value is 3.4500 and standard deviation is .90441. Shahajalal Islami Bank at Dhanmondi Branch has a convenient transaction hour? where mean value is 3.4750 and standard deviation is .93336. Shahajalal Islami Bank Limited is maintaining their service quality according to their slogan where mean value is 3.4750 and standard deviation is .81610. Rules and regulations were strictly maintained where mean value is 3.4750 and standard deviation is .98677. Time installments process of Shahajalal Islami Bank at Dhanmondi Branch is Easier to its clients where mean value is 3.2750 and standard deviation is .90547. You think SJIBL understands your specific needs? Where mean value is 3.4750 and standard deviation is .81610. Shahajalal Islami Bank at Dhanmondi Branch makes aware of the Fake note to its clients where mean value is 3.3000 and standard deviation is .85335. SJIBL at Dhanmondi Branch is well decorated where mean value is 3.0750 and standard deviation is .88831. Shahajalal Islami Bank Limited at Dhanmondi Branch is situated in convenient place where mean value is 3.4000 and standard deviation is .90014. SJIBL staff was caring, helpful, & responsible where mean value is 3.4250 and standard deviation is .90263. Shahajalal Islami Bank at quick internet transaction services to its client where mean value is 3.3000 and standard deviation is .82275. You satisfied with the facilities like (ATM Card, Credit Card, Online Banking) provided by SJIBL where mean value is 3.3250 and standard deviation is .79703. SJIBL use high technology for providing faster service to their customer where mean value is 3.1750 and standard deviation is .90263. The overall performance of Shahajalal Islami Bank at Dhanmondi Branch is satisfied where mean value is 3.4000 and standard deviation is .81019. If I refer anyone I will refer this bank where mean value is 3.2750 and standard deviation is .81610.

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4.2 Correlations
Descriptive Statistics

Mean Servicequality Interestrate Productoffering Reliability Responsiveness Physicalamenities Emplpyeequality Internetservice Satisfaction 3.5208 3.4250 3.4833 3.5219 3.5450 3.2917 3.5292 3.2667 3.4083

Std. Deviation .48947 .75857 .74707 .49264 .51438 .74798 .62917 .61879 .56733

N 40 40 40 40 40 40 40 40 40

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Correlations
Servicequality Interestrate Productoffering Reliability Responsiveness Servicequality Pearson Correlation Sig. (2-tailed) Interestrate Pearson Correlation Sig. (2-tailed) Productoffering Pearson Correlation Sig. (2-tailed) Reliability Pearson Correlation Sig. (2-tailed) Responsiveness Pearson Correlation Sig. (2-tailed) Physicalamenities Pearson Correlation Sig. (2-tailed) Emplpyeequality Pearson Correlation Sig. (2-tailed) Internetservice Pearson Correlation Sig. (2-tailed) Satisfaction Pearson Correlation Sig. (2-tailed) .343 .325* .040 .192 .235 .005 .977 .405** .010 .706 .158 .332 .421** .007 .286 .073 .123 .451 .004 .450** .004 .469** .002 -.002 .988 .363* .021 .000 .510** .001 .498** .001 .229 .155 .407** .009 .416** .008 .364* .021 .020 .901 .389* .013 .251 .118 .339* .033 .390* .013 -.064 .693 .269 .093 .096 .557 .008 1 .021 .251 .118 1 .901 .339* .033 -.064 .693 1 .013 .390* .013 .269 .093 .096 .557 1 .352* .026 .182 .261 .368* .019 .154 .216 .180 .429** .006 .061 .383* .015 .445** .549** 1 .352* .026 1 .182 .261 .216 .180 1 .368* .019 .429** .006 .383* .015 1 .154 .343 .061 .706 .445** .004 .549** .000 1 Physicalamenities Emplpyeequality Internetservice Satisfaction .325* .040 .158 .332 .450** .004 .510** .001 .416** .192 .235 .421** .007 .469** .002 .498** .001 .364* .005 .977 .286 .073 -.002 .988 .229 .155 .020 .405** .010 .123 .451 .363* .021 .407** .009 .389*

*. Correlation is significant at the 0.05 level (2tailed). **. Correlation is significant at the 0.01 level (2tailed).

Under a Pearson vicariate correlation table, reliability and physical amenities variable are correlated with .549, where significant level was .000,Responsiveness and reliability variable are correlated with .549, where significant level was .000, Physical amenities and reliability variable are correlated with .510, where significant level was .001, Employee quality and reliability variable are correlated with .498, where significant level was .001, Employee quality and product offering variable are correlated with .469, where significant level was .002, Physical amenities and product offering variable are correlated with .450, where significant level was .004, product offering and responsiveness variable are correlated with .445, where significant level was .004, and number of respondent was 60. 53

4.3 Regression
Variables Entered/Removeda Variables Model 1 Entered Reliability Variables Removed . Method Stepwise (Criteria: Probability-of-F-to-enter <= .050, Probability-of-F-to-remove >= .100).

a. Dependent Variable: Satisfaction

Model Summary

Change Statistics Adjusted Std. Error of R Square Model 1 R .407a R Square R Square the Estimate .165 .144 .52504 F df2 1 38 Sig. F Change .009

Change Change df1 .165 7.536

a. Predictors: (Constant), Reliability

ANOVAb Model 1 Regression Residual Total Sum of Squares 2.077 10.475 12.553 df 1 38 39 Mean Square 2.077 .276 F 7.536 Sig. .009a

a. Predictors: (Constant), Reliability b. Dependent Variable: Satisfaction

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Coefficientsa
Standardized Unstandardized Coefficients Model 1 (Constant) Reliability a. Dependent Variable: Satisfaction B 1.758 .468 Std. Error .607 .171 .407 Coefficients Beta t 2.898 2.745 Sig. .006 .009

Excluded Variablesb
Collinearity Statistics Model 1 Servicequality Interestrate Productoffering Responsiveness Physicalamenities Emplpyeequality Internetservice Beta In .295 -.064
a

t 1.914 -.383 1.538 1.356 1.455 .513 .017

Sig. .063 .704 .132 .183 .154 .611 .986

Partial Correlation .300 -.063 .245 .218 .233 .084 .003

Tolerance .865 .816 .854 .699 .740 .752 .947

a a

.242

.238a .247a .089 .003

a a

a. Predictors in the Model: (Constant), Reliability b. Dependent Variable: Satisfaction

The F state shows the significant regressions equation through the independent variable selected only explain 16.5% or .165 in a first model where independent was Reliability.

Moreover, out of eight independent variables the only significant variable was reliability. However, other seven variables were insignificant because their significant score was Service quality .063, Interest rate .704, Product offering .132, Responsiveness .183, Physical amenities .154, Employee quality .611, and Internet service .986.

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4.4 SWOT ANALYSIS OF Shahjalal Islami Bank

INTERNAL

P O S I T I V E

S O
EXTERNAL

W T

N E G A T I V E

SWOT is an acronym for the internal Strength and Weakness of the firm and the environmental Opportunity and Threat facing that firm. So, if we consider Shahjalal Islami Bank as a business firm and analyze its strength, weakness, opportunity and threats the scenario will be as follows:

4.1.1 Strengths
First strength is that it is a shariah based bank. Employees are aware about their service. Wide branch network among the third generation bank. Wide product line. It provides services even after the banking hour to special clients. Experienced management. The ability to offer a customer more than one method of retrieving information Customers participant in Business. Sophisticated technology systems will help to make a banking institute future-proof. Business ethics of the division is similar to the ethics and values of mass people of our country. 56

4.1.2 Weakness
No customers information desk. Customers maintain a long cue to deposit or withdraw money. Inadequate delegation of power. Inadequate IT infrastructure. All of the employees are not properly trained. Lack of required ideas in modern investment products. Customers switch to her banks or have an account with other banks due to the services that Shahjalal Islami Bank does not provide and lacking behind relative to those prevailing customer services. They have limited advertising strategy on behalf on their bank and accompanied by conservatism rule in this sector. Lack of own ATM services Lack of proper motivation, training, and job ration Average operational performance.

4.1.3 Opportunities
Most of the customers are transaction with this bank three years & above. Scope of the market penetration through diversified products and services. All employees are masters completed. Wide banking network. Increasing awareness of Islamic banking among the clients. Shahjalal Islami Bank Ltd enjoys the training packages, workshops and has their own training institutes that generate a task for combining of competent, innovative and sophisticated business professionals. New emerging banks with dynamic customer service care. The ability to obtain a larger customer base. No other banks could provide as much integral working atmosphere as Shahjalal Islami Bank Ltd. Bank introduce Islamic card, which is a first time in Bangladesh.

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4.1.4 Threats

Increased competition in the bank market. Some other conventional banks have opened their Islamic banking branch. In the money market of Bangladesh there is no call money system of Islamic Shariah. Competition with international bank due to liberation of domestic market. Economic uncertainty in global market. Multinational and upcoming local banks. In the money market of Bangladesh there is no call money system of Islamic Shariah. Documentation problem to open an account or L/C. Likely entry of potent new competitors. Daily basis internet on deposit offered by others bank. Customers are demanding higher rate of return against their deposits.

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Chapter 5
Conclusion & Recommendation

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5.0 Recommendation
This research was based on analyzing the customer satisfaction of Shahjalal Islami Bank Ltd. From this research, we recommended some point. The bank should focus on these for the betterment of the bank and for increasing customer. The recommendations are as following bellow:

Reliability of the bank is the most important variable for improve the customer satisfaction. So, the bank should highly focus or develop the bank. Since the reliability and physical amenities variable are correlated with .549, where significant level was .000. So if the bank improves reliability level such as provide service as their promised, service is reliable to customer, Maintaining their service quality according to their slogan, Provides safety transaction services efficiently handle the customer problem and provide right service at the first time etc., then it will automatically improve the reliability of the bank. And also those variables are correlated with each other, if one variable is change, then automatically other variable will be changed. Responsiveness and reliability variable are correlated with .549, where significant level was .000. So, if the bank improves the reliability level such as the convenient transaction hour is always good, Employees are trustful and reliable, the Rules and regulations were strictly maintained, and the bank is always trustworthy from all aspect, then it will automatically improve the customers satisfaction of the bank. From the descriptive statistics, we know that Shahajalal Islami Bank at Dhanmondi Branch is providing prompt services. Where mean value is 4.0500 and standard deviation is .71432, Banking procedures were performed correctly the first time where mean value is 3.6500 and standard deviation is .769623, The interest rate of this bank is affordable where mean value is 3.5500 and standard deviation is .90441, SJIBL is Maintaining their service quality according to their commitment & responsibility where mean value is 3.7000 and standard deviation is .85335, Overall I am satisfied with the service that received from the bank where mean value is 3.5500 and standard deviation is .67748 etc which is very positive for the bank. So the bank can continue these qualities.

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On the other hand, From the descriptive statistics, we know that, Shahajalal Islami Bank Limited should be added to improve the service of ATM machines where mean value is 3.0250 and standard deviation is .86194, Shahajalal Islami Bank at Dhanmondi Branch offers High interest rate on FDR and DPS where mean value is 3.4500 and standard deviation is .90441, Rules and regulations were strictly maintained where mean value is 3.4750 and standard deviation is .98677, SJIBL staff was caring, helpful, & responsible where mean value is 3.4250 and standard deviation is .90263, You satisfied with the facilities like (ATM Card, Credit Card, Online Banking) provided by SJIBL where mean value is 3.3250 and standard deviation is .79703 etc which is very bad perception for the bank. So the bank should ensure the qualities of service which is providing to customer. All of the observation the bank should maintain their all commitment, provide prompt service, follow the banking rules and regulation those are positive perception by customer and avoid some bed activities that negative perception by the customer than the customer will be satisfied.

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5.1 Conclusion
Banking is the backbone of national economy. All sorts of economic and financial activities revolve around the bank. Shahjalal Islami Bank Limited is based on Islamic Shariah Bank Limited (SJIBL)and this bank commenced its commercial operation in accordance with principle of Islamic Shariah on the 10th May 2001 under the Bank Companies Act, 1991.

Now a days the bank customer satisfaction of the Bangladesh is very much important because the satisfied customer become a loyal customer in future. At present the bank performance is higher than the customer expectation for this reason loyal customer or satisfied customers are increasing day by day.

I started my journey from January 25, 2012; I try carefully to prepare this report as a requirement of internship program. The bank authority and the employee of the employees are try to help me as best as their possible. Shahjalal Islami Bank Limited is based on Islamic Shariah Bank Limited. Most of the customers are upper-mid level customer. The customer are very helpful, they help us very much to complete this report by providing their important perception on the bank. Many of the customers are disagree to provide their personal information that is really difficult to maintain them and collect personal information. On the other hand I have learn some work while preparing a complete report such as preparing a sample with the sample method, making questionnaires for the survey, some SPSS program for coding the data, analysis the data in a proper way and most important my experience some practical situation problem while doing survey and we solve it very carefully with our knowledge and experience learned from our honorable supervisor Mr. Khondaker Sazzadul Karim. Thank you very much sir for everything that I have learn.

As a financial institution Shahjalal Islami Bank Limited is putting great contribution to reduce unemployment problem and as well to improve our economic position. But it is very unfortunate that for many reasons Shahjalal Islami Bank Limited is not able to make the full customers satisfaction. Now, for providing the best services Shahjalal Islami Bank Limited is trying with its best effort. I hope this bank will be capable to achieve its goals by applying my recommendation.

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