1.1. Origin of the Report
This report is prepared as an internship report which is a mandatory requirement for successful completion of BBA program under University of Rajshahi and which aims to reflect the professional view of real world working environment. This internship report is required to submit after fulfilling 90 days of working experience in an organization as a trainee. I got proper supervision of my academic supervisor A K M Abdul Mazid, Professor, Department of Finance and Banking, University of Rajshahi throughout my internship period for the successful completion of the report titled “Assessing Customer Satisfaction of Shahjalal Islami Bank Limited (Rajshahi Branch)”
The objective of this study is to determine the customers‘ level of satisfaction of Shahjalal Islami Bank Limited, Rajshahi Branch regarding with other non-conventional bank.
Main objective of the study is to find out that whether customers of the bank are getting only conventional banks services only using the name of Islam.
Specific objectives of the study are as follows –
➢ To evaluate the performance of SJIBL.
➢ To know the satisfaction level of customers of SJIBL as Islamic bank.
➢ To assess the prior knowledge of peoples about Islamic Banking ;
➢ Whether Islamic Banks are working strictly according to the Shariah compliances ;
➢ More specifically, to know the differences of customer dealings between Islamic Banks and conventional Banks.
The report deals with measuring the satisfaction level of the customers of Shahjalal Islami Bank Limited, Rajshahi Branch. These customers are the people who have account in this branch and with other conventional banks. The total population is not covered here. It is based on sample survey. Thus the satisfaction level of the entire customers of Shahjalal Islami Bank Limited or any other branch of the bank is not measured here and these will not be a part of the report. The study was conducted from 01st of February, 2012 to 30th of April, 2012. Thus the samples were selected from the customers who came to bank in during this time period.
1.4. Historical Background
The Rajshahi Branch of Shahjalal Islami Bank Limited started its journey at 5th November, 2008. Though a there were initiatives to measure the customer satisfaction at the branch a year ago, that was in its very beginning period and the Customer Satisfaction Index was not measured. And as the satisfaction level of customers‘ changes, this report on the level of customers‘ satisfaction will provide an option to compare the level of satisfaction now with that of a year earlier.
In order to conduct this internship report both primary & secondary data have been utilized. 1.5.1. Primary Data Collection
Primary data are collected from:
Interviewing the Customers with some specific questionnaire.
Face-to-Face conversation with the respective officers and staffs.
1.5.2. Secondary Data Collection
The secondary data have been collected from:
❖ Annual and Half yearly report of SJIBL
❖ Relevant file study provided by the officers concerned.
❖ Published literatures, journals.
❖ Web site of SJIBL
1.5.3. Data Analysis & Interpretation
Since this study is exploratory in nature, a sample survey of account holders in both kinds of Banks was the most appropriate method for data collection. Even though more than fifty (50) individuals were asked in this study this would mean that the data collected is providing only an approximation of the entire population. Different kinds of questionnaires (for Islamic Bank Account Holders and for Conventional Bank Account Holders) were designed to analyze their perceptions towards Islamic Banking in Bangladesh. Twenty five (25) peoples those who have account in SJIBL, Rajshahi Branch were asked to fill the first questionnaire to know their perception towards Islamic Banking. The second questionnaire was designed to know the perceptions of those Twenty five (25) peoples who do not have account with Islamic Bank. Different personalities from Shahjalal Islami Bank Limited, Rajshahi Branch and other conventional bank account holders are interviewed. These Fieldworks were undertaken as a part of my internship dissertation on Islamic Banking during the month of March, April 2012.
This work used data collection direct from the customer of the both kinds of banks, documents researches and interviews of the relevant authorities. Fieldwork was conducted during the months of March and April of year 2012. Although all replies were collected in personnel at the allocated areas, some replies were collected after the period prescribed above. The primary data collection applied obtaining the information from peoples through filling of questionnaires, observation, and interview methods in. Local university students and friends of researcher have also helped for this work.
The limitations of the report and the study are follows:
➢ The report has been conducted within a short time frame.
➢ The study is self financed.
➢ Only Rajshahi Branch of the bank has been considered for the study.
➢ The sample size does not represent the total population.
➢ Samples were selected conveniently.
➢ For the convenient of the study non probability samples have been used.
➢ All weights given are judgmental.
➢ As time frame was short and the whole study was conducted by one person there is chance of having error in any stage of data collection, data entry, data organizing, data sorting, data testing, data presentation, interpretation of result, etc.
1.7. Acronyms & Definitions
• ATM- Automated Teller Machine
• BOD- Board of Directors
• CAMELS- Acronym of ―Capital adequacy, Asset quality, Management, Earnings, Liquidity and Sensitivity to market risk‖. It is a supervisory
rating system of the bank’s overall condition. • C.B.- Conventional Bank
• CMSD- Capital Market Service Division
• CRISL- Credit Rating and Information Services Limited • CS- Customer Satisfaction
• CSI- Customer Satisfaction Index
• CMT- Common Measurements Tool
• CSR- Corporate Social Responsibility
• PCB- Private Commercial Bank
• SJIBL- Shahjalal Islami Bank Limited
• SME- Small and Medium Enterprises
1.8. Report Preview
After the introductory chapter the second chapter covers the Islami banking concept and its application in Bangladesh. Then chapter three covers the organizational profile which includes the mission, vision, motto, organizational structure, divisions, capital structure, performance, growth, products & services, etc.
Chapter four is the research part, which focus the actual report topic. This section covers the way to conduct the study, study findings. And finally chapter five covers qualitative findings and recommendations.