With humble honor and respect, I submit my internship report on "Customer Satisfaction of Social Islami Bank Limited". This is to certify that the internship report "Customer Satisfaction of Social Islami Bank Limited" has been prepared as part of the implementation of BBA program of Department of Business Administration, Sonargaon University (SU) conducted by Ania Haque , with ID: BBA1703012002 under my supervision. Secondly, I am thankful to Miss Nabila Afreen, Senior Officer of Social Islami Bank Limited (Gulshan Branch) in Marketing Department for being my internship supervisor.
Kazi.Towhidul Alam, Head of Department (Marketing) of Social Islami Bank Limited for giving me my internship in his department. The internship was completed with the objective of gaining practical knowledge in the marketing department of Social Islami Bank Limited.
Chapter: 1
INTRODUCTION
Literature Review
One very interesting driver is customer satisfaction in all the drivers that contribute to the switching behavior of customers. Results say that there is a significant relationship between customer service, technology ease of use and reliability and customer satisfaction. On the other hand, they found the positive relationship between technology convenience and customer satisfaction.
They also found that relationship marketing is the important tool that can significantly increase customer satisfaction. In the study, they concluded that there is no significant relationship between customer satisfaction and customer loyalty.
Chapter: 3
An Overview of the Bank
Social Islami Bank Limited (SIBL) started its activities on November 22, 1995 as Second Generation Islamic Bank in close cooperation and assistance of some renowned personalities of the Islamic Worked. Social Islami Bank Limited focuses on poverty and is indeed a concept of the 21st century participatory banking model with three sectors in one: in the formal sector, it operates as an Islamic participatory commercial bank with a human approach to credit and profit-based banking - and loss sharing. Winning an eternal seat in the hearts of the people as a caring companion in raising the national economic standard through continuous upgrading and diversification of our clientele services in accordance with national and international requirements is the desired goal we aim to achieve.
Guaranteeing the highest standard of service to customers through the best application of the latest information technology, making an appropriate contribution to the national economy, and firmly establishing ourselves at home and abroad as a leading bank of the country, are our cherished vision. Poverty reduction” is our vision, which is an important goal, as stated in the Bank's Memorandum of Association accompanying the commitment. Developing the standard of living of the limited income group by offering consumer credit.
To develop a competitive, state-of-the-art scientific and welfare oriented banking institution in the country. In the year 2008, Social Islami Bank Ltd has made commendable progress in all business such as deposits, credit, fund management, investment, foreign remittance, credit card and foreign exchange related business. The bank expanded its business activities as it had before and in parallel with the diversification of its investments into a new product, since it is the main financier of an extraordinary share of the country's total exports.
In the Social Islami Bank Ltd the entire operation is centralized and authority is delegated through written guidelines. Entry level recruitment process of the Social Islami Bank Ltd is conducted in three ways. The Social Islami Bank Ltd has audit and inspection department to take control measures in internal operations.
Chapter: 4
Another way of recruitment is to recruit non-probationary officer who joins as Assistant Officer. The third way of recruitment is the recruitment of staff and support staff such as typist, courier, driver, watchman, attendant, cleaner and other lower positions. The audit and inspection team is sent from time to time to the branches and is responsible for preparing a report to be submitted to the head office to take necessary action.
Customer Satisfaction in SIBL
Procedure and rules to open a new account
Under this section, SIBL officer opens different types of accounts on the request of customers. Introduction of account holder (Mandatory): Signed by introducer with ID and account number. Any amount may be withdrawn or transferred to al Wadiah current account or other accounts after giving a notice of seven days.
Deposits Account by SIBL
Inward Cheque
For example, if the check is drawn on SIBL Local Office Branch, the check is called SIBL Local Office Branch incoming check.
Account treatment
- Outward Cheques
- Outward bills for Collection (OBC)
- Clearing
- Receiving Cheques for Collection
- Cheque and Crossing
- Receiving Cash
- Disbursing Cash
Also, the date of the check must not be more than 1 day before the date of receipt. The amount in numbers and words on both sides of the slip must be the same and must be the same as the amount in numbers and words on the check. The name mentioned on the check must be something on both slips of the money order and must match the name mentioned on the cheque.
An open cheque, which the holder can present for payment at the counter of the drawer's bank. At the end of the procedure, the cashier forwards the receipt to the counters for posting and hands the duplicate receipt to the customers. The cash department of SIBL deals with all types of negotiable instruments, cash and other instruments and is considered as a sensitive part of the bank.
Only the branch of the bank that issued it will make the payment of the payment order. After the review and approval of the instrument by the authority, it is delivered to the client. With the issuance of the payment order, the sender does not remain a party to the instrument 1) Drawer branch 2) Drawer branch 3).
This is treated as the present obligation of the bank, since upon presentation of the instrument the banker must pay the money. The bank event upon receipt of instructions from the sender cannot stop the payment of the instrument. Promotion: Activities that communicate the benefits of the product and persuade target customers to buy it.
Chapter: 5
Analysis & Findings
Interpretation: about 7% with (2) respondents said that they have chosen the bank because it has a good reputation in the community as an "Islamic Bank based on Sharia". 13% and 1 0% of the respondents choose the bank because of attractive rate and types of accounts offered respectively. Majority was average value which they can pay to get the product or service and rest 7% respondents felt that SIBL requires lower charges.
Though they don't follow any high technology or much but they have a very good record of documents and filing system also the series is properly maintained. Most turn out to be the average value they can pay to get the product or service. People are satisfied with the location of this branch and this location is convenient for financial transactions.
The majority of the respondents said that the sofa is not good in terms of the exterior decoration. SIBL customers could know about the bank through its current customers because they could not get enough information about the bank because they don't have enough advertisements. invest a little for promotional program. run the business in a very professional style with energetic and well behaved employees. They are very respectful of Bangladesh Bank policy and very serious about customer satisfaction.
SIBL is operating successfully and for the good performance of deposits, the bank ranks second in the Investment Banking Sector. This bank expresses its sincere thanks to the government of the People's Republic of Bangladesh and Bangladesh Bank for the cooperation and valuable guidance to the bank. SIBL also appreciates the services rendered by the management and staff members for the stability and growth of the bank.
Chapter: 6 Recommendations
As a bank, the management authority must identify the strategies that support the bank's resources and capabilities, fit or suit the demands of the environment to exploit opportunities and counter threat and to correct company weakness building on the strength. Shamoli branch of SIBL is located on the second floor of the building which is not a suitable floor for a financial institute like bank. The bank must find a more suitable location for the branch. Most of the customers are not satisfied with account opening procedure, as for savings and current account sometimes they do not find an introducer; because of that.
Although customers are satisfied with the customer service and greeting of SIBL, even after that, the employees of the front desk as well as other desks should be more caring for the customer reception. Meeting the demand of the discerning customers is not the only objective of the Bank. The management must take the necessary steps to fill the gap between the service and the service level of the customers.
To fill the gap, every nook and cranny of the system needs to be constantly monitored to identify errors so that they can be rectified accordingly. This study has identified some shortcomings of SIBL and also some customer claims against the bank through which some fruitful measurement and ratification steps can be taken to retain existing customers and invite potential customers to join SIBL. family. Customer relationship marketing and the effects of demographics and technology on customer satisfaction and loyalty in financial services (Doctoral dissertation, Old Dominion University).
Service quality delivery and its impact on customer satisfaction in the banking sector in Malaysia. Investigating the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction: A New Zealand study. The effect of service quality, corporate image and customer satisfaction on customer perceived value in the banking sector in Pakistan.
