| dc.description.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. | en_US |
