“Evaluation of Customer Service & Satisfaction of Shahjalal Islami Bank Limited (SJIBL)”

Abstract

With a strong commitment to cordial customer service, Shahjalal Islami Bank Limited has expanded its operations over the last seventeen years by opening branches at strategically important locations and diversifying both investment and deposit products. Backed by adequate capital, quality assets, steady growth, liquidity, and notable CSR performance, the bank has consistently secured a “Strong” (A-class) rating in the CAMELS framework. Customer satisfaction is a key performance indicator reflecting how well services meet or surpass expectations. To assess satisfaction at Shahjalal Islami Bank Limited, Sarulia Branch, I conducted a study using the SERVQUAL instrument with 22 service quality statements on a 5-point Likert scale. Responses of “agree” or “strongly agree” above the cutoff score of 4 were considered indicators of satisfaction. The findings reveal that customers perceive the bank as reliable in delivering accurate promised services, resolving problems, and maintaining error-free records. They also appreciate the bank’s competency, courtesy, credibility, security, and tangible facilities. However, gaps remain in areas such as personalized attention, understanding specific customer needs, responsiveness in providing prompt services, and clarity about service delivery timelines. The unweighted SERVQUAL score of 4.13 and weighted Customer Satisfaction Index of 4.10 suggest an overall satisfactory performance. Nonetheless, improvements are necessary. Based on interviews, observations, and data analysis, I recommend appointing additional employees in General Banking, introducing time slots for customer service, establishing a query desk, upgrading the core banking software, arranging regular staff training, and increasing the number of female employees. These measures would enhance overall customer satisfaction and strengthen the bank’s service quality.