AMERICAN INTERNATIONAL UNIVERSITYBANGLADESH (AIUB)

INTERNSHIP AFFILIATION REPORT ON Customer Satisfaction Level in the Perspective of General Banking System of Shahjalal Islami Bank Limited at Banani Branch An Internship Affiliation report Presented to the Faculty of Business Administration in Partial Fulfillment of the Requirements for the Degree of

Bachelor of Business Administration (BBA)

Supervised By:

REDWAN SALAM
Lecturer
Faculty of Business Administration Department of Marketing American International University-Bangladesh Submitted By:

SADDAM MD. SAFIUR REZA

ID: 09-14772-3 Major: Marketing Department: Bachelor of Business Administration American International University-Bangladesh Date of Submission: 19-04-2013

INTERNSHIP AFFILIATION REPORT ON

Customer Satisfaction Level in the Perspective of General Banking System of Shahjalal Islami Bank Limited at Banani Branch

Letter of Transmittal
April 19, 2013 To Mr. R. Tareque Moudud, FCMA Director, Office of Placement and Alumni (OPA) American International University-Bangladesh (AIUB)

Subject: Submission of Internship Report.

Dear Sir, It is my pleasure to submit you the internship report on Customer Satisfaction Level in the Perspective of General Banking System of Shahjalal Islami Bank Limited at Banani Branch I have tried myself to explain all my learning and experiences I have gathered from my service period briefly in this report. I would also like to give thanks to my internship supervisor Mr. Redwan Salam for preparing an interesting internship report.

The entire report is based on three months of service experience in Shahjalal Islami Bank Limited at Banani Branch. I have put my best effort in completing the report with all the information that I have collected.

I have a great hope that the report will meet your expectation and aid you in getting a clear idea about the topic. Please do call me for any clarification regarding the report, if required.

Yours Sincerely,

__________________ Saddam Md. Safiur Reza ID # 09-14772-3 Dept. of Marketing

Letter of Endorsement
The Internship Report entitled Customer Satisfaction Level in the Perspective of General Banking System of Shahjalal Islami Bank Limited at Banani Branch has been submitted to the Office of Placement & Alumni, as partial fulfillment of the requirements for the degree of Bachelor of Business Administration, Major in Marketing and Minor in Human Resource Management, Faculty of Business Administration on April 19, 2013 by Saddam Md. Safiur Reza, Id # 09-14772-3. The report has been accepted and may be presented to the Internship Defense Committee for evaluation.

(Any opinions, suggestions made in this report are entirely that of the author of the report. The University does not condone nor reject any of these opinions or suggestions).

Redwan Salam
Lecturer Faculty of Business Administration Department of Marketing American International University-Bangladesh

Acknowledgement

At first I want to give thanks to Allah who gave us our life. We are here for this reason. For his blessing I complete my internship repot. Now I want to give thanks Mr. R. Tareque Moudud who is the Director of the Office of Placement & Alumni of AIUB for granting my internship program. I want to give thanks SJIBLs HR department because of giving me chance to do my internship in their company. Being a participant of BBA Program Major in Marketing under Faculty of Business in American International University-Bangladesh (AIUB), I had been assigned to prepare an internship report after completion of three-month internship as per academic curricular in Shahjalal Islami Bank Limited, Banani branch on the topic Customer Satisfaction Level in the Perspective of General Banking System of Shahjalal Islami Bank Limited At Banani Branch. I would like to thank to my departmental supervisor Redwan Salam, Lecturer, Department of Marketing, American International University-Bangladesh (AIUB), for his continuous guideline, advice, and supervision. Without his guidance and help I could not complete my internship report. He has given me enough time for my report. Now I would like to give thanks Md. Altaf Hossain Bhuyan (Manager) and Chowdhury Feroz Hasan (Deputy Manager) of SJIBL, Banani Branch. I complete my internship under their supervision. They are kind and very helpful person. Their guidance and advice was too much helpful for earn knowledge and learn work. I would also like to thank to my external (inside organization) supervisors Sorowar Hasan, Feroz Ahmed, General Banking; Parvin Akhter, Clearing; Alamgir Hossain, Foreign Trade, SJIBL, Banani Branch for their continuous cooperation, assignment of task and lesson in practical problems I had faced in the organization during my working period.

Executive Summary

Banking sector is one of the constant financial institutions of a country. Due to globalization and technological changes, they give effective real time service to their customers. A country is financially rich when it has modern financial institutions of its own. These institutions play a vital role in the field of financial stability of a country. Shahjalal Islami Bank Limited pursues decentralized management policies and gives adequate work freedom to the employees. This results in less pressure for the worker and acts as a motivational tool for them, which gives them, increased encouragement and inspiration to move up the ladder of success. Overall I have experienced a very friendly and supporting environment at Shahjalal Islami Bank Limited which gave me the pleasure and satisfaction to be a part of them for a while.

The overall approach of the report is a descriptive one as it goes into the depth of service quality of Shahjalal Islami Bank Limited. Here both primary and secondary information were used. Different Problems, suggestions, recommendations have come at the end of the report. The Problem findings during the three-month long internship period and suggestion are given from observation, comparative analysis, strategic point of view etc. To increase the efficacy in customer service Shahjalal Islami Bank Limited should try to develop the process of providing services. Shahjalal Islami Bank Limited has passed a long way since it is providing services. Already it has earned a strong position in the field of customer services. To continue the hold position and be perfect in this sector it will have to keep more and more attention to the customer retention and development. So the result of the study should be taken as indicative rather than conclusive. I try to capture nearly the entire range of activities typically performed in this arena and also do some analysis to bring out the current picture of this sector.

Table of Contents
SL No. Title of the report CHAPTER 1 1.0 1.1. 1.2. 1.2.1. 1.2.2. 1.2.3. 2.2.4. 1.2.5. 1.2.6. 1.2.7. 1.2.8. 1.2.9.1. 1.2.9.2. 1.3. 2.0 2.1. 2.1.1. 2.1.2. 2.1.3. 2.1.4. 2.1.5. 2.1.6. 2.1.7. 2.2. 2.2.1 2.2.2. 2.2.3. 2.2.4. 2.2.5. 2.3. 2.3.1. 2.3.2. 2.3.3. Introduction Rationale for Selecting the Report Background of the organization Corporate Information Vision Mission Strategies Motto Core Values Financial Highlights SJIBLs Market Share Board of Directors Management Hierarchy Objectives of the Report CHAPTER 2 The Activities Undertaken Work-related Product and Service Types of Accounts SJIBL Deposit Schemes SJIBL VISA Card Clearing Department Cash Department Local Remittance Organization Wide Foreign Exchange Department Import Export Foreign Remittance Investment Other Relevant Activities Internet Banking Cheque book Accounts Department 10 11 12 16 18 20 22 24 25 25 27 29 30 31 32 33 34 34 1 2 2 4 4 4 5 5 6 6 7 8 9 CONTENTS Page No.

2.3.4. 2.3.5. 2.3.6. 2.3.7. 2.3.8.

Dispatch Department Bill Services Other Services Customer Survey and Findings Major Findings CHAPTER 3

34 35 35 36 38

3.0 Constrains and Proposed Course of Action for Improvement 3.1. 3.1.1. 3.1.2. 3.2. 4.0 4.1. 4.2. 4.3. Problems Identified in the Organization Limitations Faced by Me Limitations Observed in the Organization Proposed Course of Action CHAPTER 4 Lesson Learn from The Internship Program Implications to Organization Implications to universitys internship program Others CHAPTER 5 5.0 5.1. 5.2. 5.3. Concluding Statements Summary Recommendations for future strategic actions Other Recommendations Reference Appendices 44 45 45 46 47 42 43 43 39 39 40 40