Customer Satisfaction at Shahjalal Islami Bank Limited

Abstract

The internship report is prepared as a requirement of BBA program of Sonargaon University. This report is on “Customer Satisfaction of Shahjalal Islami Bank Limited”. This report is intended to assist the reader in detailed understanding about customer satisfaction. The purpose of this report is to have an idea about the customer dealing process and Customer Satisfaction of SJIBL. The Dania branch is one of Shahjalal Islami Bank Ltd profitable branches. Level of satisfaction of customers of this branch is high and customer’s perception toward service quality is higher than their expectations. This means that employees of this branch are very co-operative and reliable with customers. As a part of my BBA program,I was assigned to do my intern in one sections as general banking division. In General Banking Division I took the opportunity to learn about as much as possible while I was working on the division. General banking division is a very important department of a bank. All customers come to this section and they take information and do accounting process. When a customer deposits money into a bank account, the bank becomes a debtor to the customer and owes them the money back on demand. This relationship is governed by the law of contract. Relationships with customers develop from here. In this report I describe the different functions of these three divisions. Here I also did a research about customer satisfaction level of SJIBL. Customer satisfaction is essential for the success of service firms like bank. The quality of service has become an aspect of customer satisfaction. Satisfied customers not only benefit the banks but also play a pivotal role in fostering trust, stability, and growth in the economy. This report discussed about the introduction of the bank, general banking, customer satisfaction, findings, recommendations and so on