Report.docx

Chapter One Introduction

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1.1 Introduction of the study Internship is a partial requirement of graduation. It offers a great opportunity for any student to get some tremendous and brilliant ideas about the practical field. It is also a challenging experience to prepare Internship Report which increases intellectual abilities as an efficient graduate. This internship report has been based on the Customer’s Satisfaction taken by the consumers of AIBL, Phanthapath Branch. During the three months long internship period spanning form November 20, 2015 to 29 February, 2016 in AIBL, Panthapath Branch the writer of this report gained practical knowledge about the evaluation process of Customer Satisfaction a consumer product of AIBL, Panthapath Branch and worked on a report titled “Analyzing Customers’ Satisfaction Level at Al-Arafah Islami Bank Ltd., Panthapath Branch”. Here the analysis has been made to identify the relationship of the profitability of the bank and the contribution of the customer satisfaction.

1.2 Objectives of the Study The study has the following objectives: Main Objective: The objective of the study is to measure the customers’ satisfaction towards services of Al-Arafah Islami Bank Ltd. (AIBL), Panthapath Branch. Supportive Objectives: 

To analyze problems faced by customers.

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To identify the dimension wise satisfaction level and determine the gap from the standard.

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Find out the weakness of the bank in case of customers satisfaction.

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To gather comprehensive knowledge on overall banking operations.

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To produce some recommendation to enhance the satisfaction level.

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1.3 Scope and Limitations of the Study I did the report to analyze the customers’ satisfaction level of AlBL, Phanthapath Branch and also detect the weaknesses of this branch. To do this report I collected data only those people who are the customers of AIBL, Phanthapath Branch. I did not have any scope to collect data from other branches because I had to spend my internship period only at AIBL, Phanthapath Branch. Though this report has been prepared only considering the AIBL, Phanthapath Branch, I believe this report reflects about the overall satisfaction level of AIBL customers.

Banking is, in fact, a huge operation and it is quite impossible to cope up all the activities during internship period. And for that reason, limitations prevail while conducting the study. The basic limitations faced in preparing the report were: 

Customers are not interested to give information

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As the bank is continuously changing its product offering regarding account, loan with new interest, flexible loan terms etc, it will be difficult to ascertain the true performance of the product.

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It is difficult to make information based a rich report in a short time period.

1.4 Rational of the Study As a marketing student my supervisor and AIBL, Phanthapath Branch Manager suggested me to select the internship topic entitled “Analyzing Customers’ Satisfaction Level at Al-Arafah Islami Bank Ltd., Phanthapath Branch”. So I select this topic and I believe that this analysis report will help the bank to understand their limitations. Basically, this study is conducted to expose the way to find out the customer’s satisfaction level and know how to provide them better service.

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1.5 Methodology of Study For achieving the main objective and supportive objectives of this study, data were gathered from both primary and secondary sources. Primary sources: 

Customer’s opinion collected through Questionnaire

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Face to face conversation with the customers

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Informal conversation with the clients

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Conversation with the bank officers and staffs

Secondary sources: 

Annual report of Bank

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Several types of Academic text books, journals

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Different publications regarding banking functions

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Website of AIBL

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Various Web sites related with this topic

Study Design: Descriptive study Population: Customers of AIBL, Phanthapath Branch. Sampling Method and Sample Size: Random Sampling Method used to collect the data and the sample size of customers was 100. Scaling technique: Likert’s 5 point scale Strongly Dissatisfied= 1

Dissatisfied= 2

Neutral=3

Satisfied=4

Strongly Satisfied=5

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Chapter Two Data Collection, Analysis & Findings

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2.0 Customer Customer is the most important part of any organization. A customer (also known as a client, buyer, or purchaser) is the recipient of a good, service, product, or idea, obtained from a seller, vendor, or supplier for a monetary or other valuable consideration. A bank customer is a person who is using any or all of the services offered by the bank.

2.1 Customer Satisfaction Satisfaction is a state in which customers’ expectations are met. Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals. Bank is a service organization, here it is mandatory to satisfy its customers. Customer satisfaction is the only thing to get more customers, to make more profit. AIBL is a commercial bank with a very good reputation. It’s always tried to provide better service to its customer. But it is not possible to any one or any organization to satisfy the entire customers. If AIBL provide best service to its customer, there will be some people who will be not satisfied at all. Not only that, customer satisfaction level might be changed day by day. In my intern period I observe that one customer’s choice, his/her opinion, feelings about AIBL products, behaviors are different from other customers; satisfaction level is also varying from others. In AIBL, Phanthapath Branch I have to meet many customers in a day. Some of them are happy with AIBL but some of them are totally disappointed with AIBL.

2.2 Analysis of Customer Satisfaction There are different approached to measure the quality of service of organization. To measure this satisfaction level, I asked some fixed questions (Questionnaire is attaching in appendix) to 100 different customers who visited AIBL, Phanthapath Branch frequently. I divided my questionnaire in some criteria, like AIBL customers’ demographic features, AIBL products, employees’ behavior, charges, loan facilities etc. I choose randomly my samples for my survey. After completing my survey, I analyzed those data by using SPSS and 7

Microsoft Excel 2007.

2.3 Demographic Features of General Customers 2.3.1 Gender of Customers The total respondents of this report are 100. The following pie chart reveals the gender frequency of the respondents. Graph 1: Gender of Customers

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Source: Field Survey, AIBL, Phanthapath Branch, January 2016 From the above chart it can be said that most of the customers of AIBL, Phanthapath Branch are male which 82% is. 2.3.2 Age of Customers The most of the respondents of this survey are 20 – 40 years old and their rate is 78%. The second level of respondents is 41 – 65 years old and their rate is 15%. Only a very few customers, only 7%, are 19 years old or younger. The following graphical representation summarized that information. Graph 2: Age of Customers

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Source: Field Survey, AIBL, Phanthapath Branch, January 2016

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2.4 Opinion of General Customers 2.4.1 Timing of Visiting the Bank For knowing the customers visiting times in the bank I asked 100 customers of AIBL in Phanthapath Branch “How often do you visit our bank in a month?” {See Appendix} and their opinion are given in the following formation. Graph 3: Timing of Visiting the Bank

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Source: Field Survey, AIBL, Phanthapath Branch, January 2016 Above pie chart demonstrates that in case of AIBL customers, they visit the branch more than one time in a month. In my report in this part total numbers of respondents are 100. 39% of the total respondents told me that they visit the branch 4-6 times in a month and most of them are businessmen. Others i.e. 22% visit the branch 1-3 times, 15% visit the branch 7-10 times in a month and 24% of this type customers said, they visit the branch more than 10 times in a month. 2.4.2 Percentage of Respondents to get the Services In this part I asked to the customers for the visiting purpose of the bank. And my question was “For which purpose do you visit our bank mostly?” {See Appendix}. Their answers in graphical format are given below.

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Graph 4: Percentage of Respondents to get the Services

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Source: Field Survey, AIBL, Phanthapath Branch, January 2016 The above chart reveals that most of the customers visit the branch for cash deposit and cash withdrawal. 87% of the total respondents told that they visit the bank for the purpose of cash deposit and cash withdrawal. And the rest of the customers visit the bank for Pay Order, Account Related, Credit Card, Cheque deposit and their percentage of respondents are 4%, 1%, 2% and 6% respectively. 2.4.3 Preference for banking with the Bank It is of interest to know the customers’ preferences for banking with branch. The customers were asked about their preference for banking especially with the Phanthapath Branch. The question was “Why do you prefer AIBL, Phanthapath Branch for banking?” {See Appendix}. Their answers in graphical format are given below. Graph 5: Preference for banking with the Bank

Object 11

Source: Field Survey, AIBL, Phanthapath Branch, January 2016 The above pie chart shows that 38% of the customers prefer to the branch for banking because it is very near to their resident and 22% of the customers prefer to the branch because of its good location. Others i.e. 27%, 8%, and 5% told me the reason to choose the branch for good 10

will, familiar staff and near to the business office.

2.5 Customers’ opinion about the Bank Service 2.5.1 IQUMS (Intelligence Queue Management System) In this part I asked to the customers about “IQUMS” {See Appendix}. Their answers are given in the following formation: Table 1: IQUMS (Intelligence Queue Management System) Percentage of Mean value Factors Responses Responses Dissatisfied 4 4% Neutral 6 6% Satisfied 18 18% 4.58 Strongly Satisfied 72 72% Total 100 100% Source: Field Survey, AIBL, Phanthapath Branch, January 2016 Table 1 shows the mean value of IQUMS is 4.58. Graph 6: IQUMS (Intelligence Queue Management System)

Object 13

Source: Field Survey, AIBL, Phanthapath Branch, January 2016 The above chart reveals that 72 respondents are strongly satisfied and the rest of the respondents are dissatisfied; neutral, satisfied and their frequencies are 4, 6, and 18 respectively. Here the total respondents were 100. 2.5.2 Feature of the product In this part I asked to the customers about “Feature of the product” {See Appendix}. Their answers are given below in the following formation: 11

Table 2: Feature of the product Factors

Responses

Strongly Dissatisfied Dissatisfied Neutral Satisfied Strongly Satisfied Total

10 58 20 10 2 100

Percentage of Responses 10% 58% 20% 10% 2% 100%

Mean value

2.36

Source: Field Survey, AIBL, Phanthapath Branch, January 2016 Table 2 shows the mean value about the feature of the product is 2.36 and it not satisfactory. Graph 7: Feature of the product

Object 15

Source: Field Survey, AIBL, Phanthapath Branch, January 2016 The above chart shows that 72 respondents are dissatisfied And the rest of the respondents are strongly dissatisfied, neutral, satisfied, strongly satisfied and their frequencies are 4, 6, and 18 respectively. Here the total respondents were 100. 2.5.3 Process of issuing cheque and ATM card In this part the customer were asked about the process of issuing check and ATM card {See Appendix}. Their answers are given below in the following formation: Table 3: Process of issuing cheque and ATM card Percentage of Factors Responses Mean Value Responses Dissatisfied 2 2% 12

Neutral 14 14% Satisfied 30 30% 4.36 Strongly Satisfied 54 54% Total 100 100% Source: Field Survey, AIBL, Phanthapath Branch, January 2016 Table 3 shows the mean value about the feature of the product is 4.36. Graph 8: Process of issuing check and ATM card

Object 17

Source: Field Survey, AIBL, Phanthapath Branch, January 2016 The above chart shows that 54 Respondents (out of 100) are Strongly Satisfied and the rest of the Respondents are dissatisfied; neutral, satisfied and their respondents are 4, 6, and 18 respectively. 2.5.4 Interest rate in deposit schemes In this part the customers were asked about the Interest rate in deposit schemes {See Appendix}. Their answers are given below in the following formation: Table 4: Interest rate in deposit schemes Percentage of Mean Value Responses Dissatisfied 4 4% Neutral 12 12% Satisfied 52 52% 4.12 Strongly Satisfied 32 32% Total 100 100% Source: Field Survey, AIBL, Phanthapath Branch, January 2016 Factors

Responses

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Table 4 shows the mean value about the feature of the product is 4.12. Graph 9: Interest rate in deposit schemes

Object 20

Source: Field Survey, AIBL, Phanthapath Branch, January 2016 The above chart shows that 52 Respondents are Satisfied and the rest of the Respondents are dissatisfied; neutral, strongly satisfied and their respondents are 4, 12, and 32 respectively. Here the total respondents were 100.

2.5.5 Overall banking system In this part the customers were asked about the Overall banking system {See Appendix}. Their answers are given below in the following formation: Table 5: Overall banking system Percentage of Factors Responses Mean Value Responses Dissatisfied 2 2% Neutral 2 2% Satisfied 32 32% 4.58 Strongly Satisfied 64 64% Total 100 100% Source: Field Survey, AIBL, Phanthapath Branch, January 2016 Table 5 shows the mean value about the feature of the product is 4.58. Graph 10: Overall banking system 14

Object 23

Source: Field Survey, AIBL, Phanthapath Branch, January 2016 The above chart shows that 64 Respondents are Strongly Satisfied and the rest of the respondents are dissatisfied, neutral, satisfied and the no. of respondents is 2, 2, and 32 respectively. Here the total respondents were 100. 2.5.6 Parking System & area In this part the customers were asked about the Overall banking system {See Appendix}. Their answers are given below in the following formation: Table 6: Parking System & area Percentage of Mean Factors Responses Responses Value Strongly Dissatisfied 52 52% Dissatisfied 36 36% 1.68 Neutral 6 6% Satisfied 4 4% Strongly Satisfied 2 2% Total 100 100% Source: Field Survey, AIBL, Phanthapath Branch, January 2016 Table 6 shows the mean value about the feature of the product is 1.68. Graph 11: Parking System & area

Object 25

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Source: Field Survey, AIBL, Phanthapath Branch, January 2016 The above chart shows that 52 Respondents are Strongly Dissatisfied And the rest of the Respondents are dissatisfied , neutral,

satisfied , strongly satisfied and

the no. of

respondents are 36, 6, 4 and 2 respectively. 2.5.7 Overall banking environment In this part the customers were asked about the Overall banking environment. {See Appendix}. Their answers are given below in the following formation: Table 7: Overall banking environments Percentage of Factors Responses Mean Value Responses Neutral 4 4% Satisfied 24 24% 4.68 Strongly Satisfied 72 72% Total 100 100% Source: Field Survey, AIBL, Phanthapath Branch, January 2016 Table 7 shows the mean value about the feature of the product is 4.68.

Graph 12: Overall banking environments

Object 27

Source: Field Survey, AIBL, Phanthapath Branch, January 2016 The above chart shows that 72 respondents are strongly satisfied and the rest of the respondents are neutral, satisfied and the no. of respondents are 4, 24 respectively. 2.5.8 Bank Security System In this part the customers were asked about the Bank Security System {See Appendix}. Their answers are given below in the following formation: 16

Table 8: Bank Security System Percentage of Mean Responses Value 2 2% Dissatisfied 2 2% Neutral 40 40% Satisfied 4.50 56 56% Strongly Satisfied 100 100% Total Source: Field Survey, AIBL, Phanthapath Branch, January 2016 Factors

Responses

Table 8 shows the mean value about the feature of the product is 4.50.

Graph 13: Bank Security System

Object 30

Source: Field Survey, AIBL, Phanthapath Branch, January 2016 The above chart shows that 56 Respondents are strongly satisfied And the rest of the Respondents are neutral, satisfied, dissatisfied and the no. of respondents are 2, 40, and 2 respectively. Here the total respondents were 100. 2.5.9 Availability of ATM booth In this part the customers were asked about the Availability of ATM booth {See Appendix}. Their answers are given below in the following formation: Table 9: Availability of ATM booth 17

Factors

Percentage of Responses

Responses

Mean Value

Strongly Dissatisfied 26 26% Dissatisfied 50 50% 2.10 Neutral 16 16% Satisfied 4 4% Strongly Satisfied 4 4% Total 100 100% Source: Field Survey, AIBL, Phanthapath Branch, January 2016 Table 9 shows the mean value about the feature of the product is 4.58

Graph 14: Availability of ATM booth

Object 32

Source: Field Survey, AIBL, Phanthapath Branch, January 2016 The above chart shows that 50 Respondents are dissatisfied

And the rest of the

Respondents are neutral, satisfied , strongly satisfied ,strongly issatisfied and the no. of respondents are 16, 4, 4 and 26 respectively. Here the total respondents were 100. 2.5.10 Bill payment services In this part the customers were asked about the Bill payment services {See Appendix}. Their answers are given below in the following formation: Table 10: Bill payment services

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Factors

Responses

Percentage of Responses

Mean Value

Dissatisfied 6 6% Neutral 12 12% Satisfied 36 36% 4.22 Strongly Satisfied 46 46% Total 100 100% Source: Field Survey, AIBL, Phanthapath Branch, January 2016 Table 10 shows the mean value about the feature of the product is 4.22.

Graph 15: Bill payment services

Object 34

Source: Field Survey, AIBL, Phanthapath Branch, January 2016 The above chart shows that 46 Respondents are strongly satisfied And the rest of the Respondents are satisfied, neutral, dissatisfied and the no. of respondents are 36, 12 and 6 respectively. 2.5.11 Service charge of the bank In this part the customers were asked about the Service charge of the bank {See Appendix}. Their answers are given below in the following formation: Table 11: Service charge of the bank Response Percentage of Factors s Responses Strongly Dissatisfied 20 20% Dissatisfied 16 16%

Mean Value 3.08

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Neutral 20 20% Satisfied 24 24% Strongly Satisfied 20 20% Total 100 100% Source: Field Survey, AIBL, Phanthapath Branch, January 2016 Table 11 shows the mean value about the feature of the product is 3.08.

Graph 16: Service charge of the bank

Object 36

Source: Field Survey, AIBL, Phanthapath Branch, January 2016 The above chart shows that 24 Respondents are satisfied and the rest of the Respondents are neutral, dissatisfied, strongly dissatisfied, strongly satisfied and the no. of respondents are 20, 16, 20 and 20 respectively. Here the total respondents were 100. 2.6 Customers’ Opinion about Employee’s Service 2.6.1 The quality of greetings The total respondents of this report are 100. The following table & chart reveals the quality of greetings of the Customer: Table12: The quality of greetings Percentage of Factors Responses Responses Dissatisfied 2 2% Satisfied 2 2% Strongly Satisfied 96 96%

Mean Value 4.92 20

Total 100 100% Source: Field Survey, AIBL, Phanthapath Branch, January 2016 Table 12 shows the mean value about the feature of the product is 4.92

Graph 17: The quality of greetings

Object 38

Source: Field Survey, AIBL, Phanthapath Branch, January 2016 From the above chart it can be said that most of the customers of AIBL, Phanthapath Branch are strongly satisfied which consists of 96 respondents And the rest of the Respondents are dissatisfied, satisfied and the no. of respondents are 2, 2 respectively. 2.6.2 Quality of giving advice about products The total respondents of this report are 100. The following table &chart reveals the Quality of giving advice about products: Table 13: Quality of giving advice about products Percentage of Mean Value Responses Strongly Dissatisfied 2 2% Dissatisfied 7 7% 4.34 Neutral 4 4% Satisfied 29 29% Strongly Satisfied 58 58% Total 100 100% Source: Field Survey, AIBL, Phanthapath Branch, January 2016 Factors

Responses

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Table 13 shows the mean value about the feature of the product is 4.34.

Graph 18: Quality of giving advice about products

Object 40

Source: Field Survey, AIBL, Phanthapath Branch, January 2016 From the above chart it can be said that most of the customers of AIBL, Phanthapath Branch are strongly satisfied which consists of 58 respondents And the rest of the Respondents are strongly dissatisfied, dissatisfied, neutral, satisfied and the no. of respondents are 2, 7, 4 and 29 respectively.

2.6.3 Willingness to listen and respond to your need The total respondents of this report are 100. The following table & chart reveals the Willingness to listen and respond to your need: Table 14: Willingness to listen and respond to your need Percentage of Factors Responses Mean Value Responses Dissatisfied 4 4% Neutral 13 13% 4.44 Satisfied 18 18% Strongly Satisfied 65 65% Total 100 100% Source: Field Survey, AIBL, Phanthapath Branch, January 2016 Table 14 shows the mean value about the feature of the product is 4.44.

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Graph 19: Willingness to listen and respond to your need

Object 42

Source: Field Survey, AIBL, Phanthapath Branch, January 2016 From the above chart it can be said that most of the customers of AIBL, Phanthapath Branch are strongly satisfied which consists of 65 respondents and the rest of the Respondents are dissatisfied, neutral, satisfied and the no. of respondents are 4, 13 and 18 respectively. Here the total respondents were 100. 2.6.4 The account opening & closing process For knowing the customers Satisfaction of the account opening & closing process in the bank I asked 100 customers of AIBL in Phanthapath Branch {See Appendix} and their opinion are given in the following formation: Table 15: The account opening & closing process Percentage of Factors Responses Mean Value Responses Dissatisfied 6 6% Neutral 2 2% 4.50 Satisfied 28 28% Strongly Satisfied 64 64% Total 100 100% Source: Field Survey, AIBL, Phanthapath Branch, January 2016 Table 15 shows the mean value about the feature of the product is 4.50.

Graph 20: The account opening & closing process

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Object 44

Source: Field Survey, AIBL, Phanthapath Branch, January 2016 From the above chart it can be said that most of the customers of AIBL, Phanthapath Branch are strongly satisfied which consists of 64 respondents and the rest of the Respondents are dissatisfied, neutral, satisfied and the no. of respondents are 6, 2 and 28 respectively. 2.6.5 Behavior of the bank employees For knowing the customers Satisfaction of the Behavior of the bank employees in the bank I asked 100 customers of AIBL in Phanthapath Branch {See Appendix} and their opinion are given in the following formation: Table 16: Behavior of the bank employees Percentage of Factors Responses Mean Value Responses Neutral 2 2% Satisfied 12 12% 4.84 Strongly Satisfied 86 86% Total 100 100% Source: Field Survey, AIBL, Phanthapath Branch, January 2016 Table 16 shows the mean value about the feature of the product is 4.84.

Graph 21: Behavior of the bank employees

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Object 46

Source: Field Survey, AIBL, Phanthapath Branch, January 2016 From the above chart it can be said that most of the customers of AIBL, Phanthapath Branch are strongly satisfied which consists of 86 respondents and the rest of the Respondents are neutral, satisfied and the no. of respondents are 2, 12 respectively.

2.6.6 Based on your experience, the efficiency level of staff For knowing the customers Satisfaction of the Based on your experience, the efficiency level of staff in the bank I asked 100 customers of AIBL in Phanthapath Branch {See Appendix} and their opinion are given in the following formation: Table 17: Based on your experience, the efficiency level of staff Percentage of Mean Factors Responses Responses Value 4 4% Dissatisfied 20 20% Neutral 3.99 49 49% Satisfied 27 27% Strongly Satisfied 100 100% Total Source: Field Survey, AIBL, Phanthapath Branch, January 2016 Table 17 shows the mean value about the feature of the product is 3.99.

Graph 22: Based on your experience, the efficiency level of staff

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Object 48

Source: Field Survey, AIBL, Phanthapath Branch, January 2016 From the above chart it can be said that most of the customers of AIBL, Phanthapath Branch are satisfied which consists of 49 respondents And the rest of the Respondents are dissatisfied, neutral, strongly satisfied and the no. of respondents are 4, 20 and 27 respectively. 2.6.7 Maintain an error free process For knowing the customers Satisfaction of the Maintain an error free process in the bank I asked 100 customers of AIBL in Phanthapath Branch {See Appendix} and their opinion are given in the following formation: Table18: Maintain an error free process Percentage of Factors Responses Mean Value Responses 2 2% Dissatisfied 19 19% Neutral 4.34 22 22% Satisfied 57 57% Strongly Satisfied 100 100% Total Source: Field Survey, AIBL, Phanthapath Branch, January 2016 Table 18 shows the mean value about the feature of the product is 4.34.

Graph 23: Maintain an error free process

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Object 50

Source: Field Survey, AIBL, Phanthapath Branch, January 2016 From the above chart it can be said that most of the customers of AIBL, Phanthapath Branch are strongly satisfied which consists of 57 respondents and the rest of the Respondents are dissatisfied, neutral, satisfied and the no. of respondents are 2, 19 and 22respectively. 2.6.8 Promptness of the services whenever you visit the branch For knowing the customers Satisfaction of the Promptness of the services whenever you visit the branch in the bank I asked 100 customers of AIBL in Phanthapath Branch {See Appendix} and their opinion are given in the following formation: Table 19: Promptness of the services whenever you visit the branch Percentage of Mean Factors Responses Responses Value 2 2% Strongly Dissatisfied 10 10% Dissatisfied 3.99 21 21% Neutral 21 21% Satisfied 46 46% Strongly Satisfied 100 100% Total Source: Field Survey, AIBL, Phanthapath Branch, January 2016 Table 19 shows the mean value about the feature of the product is 3.99. Graph 24: Promptness of the services whenever you visit the branch

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Object 52

Source: Field Survey, AIBL, Phanthapath Branch, January 2016 From the above chart it can be said that most of the customers of AIBL, Phanthapath Branch are strongly satisfied which consists of 46 respondents And the rest of the Respondents are strongly dissatisfied, dissatisfied, neutral, satisfied and the no. of respondents are 2, 10, 21 and 21 respectively.

2.7 Customers’ opinion on loan procedures 2.7.1 Behavior of the bank employees For knowing the customers Satisfaction of the Behavior of the bank employees in the bank I asked 40 customers of AIBL in Phanthapath Branch {See Appendix} and their opinion are given in the following formation: Table 20: Behavior of the bank employees Percentage of Factors Responses Responses 20 50% Strongly Satisfied 15 37.5% Satisfied 5 12.5% Neutral 40 100% Total Source: Field Survey, AIBL, Phanthapath Branch, January 2016 Table 20 shows the mean value about the feature of the product is 4.375. Graph 25: Behavior of the bank employees

Mean Value 4.375

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Object 54

Source: Field Survey, AIBL, Phanthapath Branch, January 2016 From the above chart it can be said that most of the customers of AIBL, Phanthapath Branch are satisfied with the behavior of the bank employees.

2.7.2 Interest rate For knowing the customer Satisfaction about interest rate in the bank I asked 40 customers of AIBL in Phanthapath Branch {See Appendix} and their opinion are given in the following formation: Table 21: Interest rate Percentage of Factors Responses Responses Strongly Dissatisfied 6 15% Dissatisfied 8 20% Neutral 2 5% Satisfied 6 15% Strongly Satisfied 18 45% Total 40 100%

Mean Value 3.55

Table 21 shows the mean value about the feature of the product is 3.55.

Graph 26: Interest rate

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Object 56

Source: Field Survey, AIBL, Phanthapath Branch, January 2016 From the above chart it can be said that most of the customers of AIBL, Phanthapath Branch are strongly satisfied which consists of 18 respondents And the rest of the respondents are strongly dissatisfied , dissatisfied ,neutral , satisfied and the no. of respondents are 6,8 ,2 and 6 respectively.

2.7.3 Formalities followed while borrowing For knowing the customer Satisfaction about Formalities in the bank I asked 40 customers of AIBL in Phanthapath Branch {See Appendix} and their opinion are given in the following formation: Table 22: Formalities followed while borrowing Percentage of Factors Responses Mean Value Responses 4 10% Neutral 14 35% Satisfied 4.45 22 55% Strongly Satisfied 40 100% Total Source: Field Survey, AIBL, Phanthapath Branch, January 2016 Table 22 shows the mean value about the feature of the product is 4.45.

Graph 27: Formalities followed while borrowing

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Object 58

Source: Field Survey, AIBL, Phanthapath Branch, January 2016 From the above chart it can be said that most of the customers of AIBL, Phanthapath Branch are strongly satisfied which consists of 22 respondents And the rest of the Respondents are neutral, satisfied and the no. of respondents are 4 and 6 respectively. 2.7.4 Promptness in disbursement of loan For knowing the customer Satisfaction about Promptness in disbursement of loan in the bank I asked 40 customers of AIBL in Phanthapath Branch {See Appendix} and their opinion are given in the following formation: Table 23: Promptness in disbursement of loan Percentage of Factors Responses Mean Value Responses Strongly 2 5% Dissatisfied 4.55 Neutral 2 5% Satisfied 6 15% Strongly Satisfied 30 75% Total 40 100% Source: Field Survey, AIBL, Phanthapath Branch, January 2016 Table 23 shows the mean value about the feature of the product is 4.55.

Graph 28: Promptness in disbursement of loan

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Object 60

Source: Field Survey, AIBL, Phanthapath Branch, January 2016 From the above chart it can be said that most of the customers of AIBL, Phanthapath Branch are strongly satisfied which consists of 30 respondents And the rest of the Respondents are neutral, satisfied, strongly dissatisfied and the no. of respondents are 2, 6 and 2 respectively.

2.7.5 Terms and conditions of loan For knowing the customer Satisfaction about Terms and conditions of loan in the bank I asked 40 customers of AIBL in Phanthapath Branch {See Appendix} and their opinion are given in the following formation: Table 24: Terms and conditions of loan Percentage of Factors Responses Mean Value Responses Neutral 2 5% Satisfied 8 20% 0.70 Strongly Satisfied 30 75% Total 40 100% Source: Field Survey, AIBL, Phanthapath Branch, January 2016 Table 24 shows the mean value about the feature of the product is 0.70.

Graph 29: Terms and conditions of loan

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Object 62

Source: Field Survey, AIBL, Phanthapath Branch, January 2016 From the above chart it can be said that most of the customers of AIBL, Phanthapath Branch are strongly satisfied which consists of 30 respondents And the rest of the Respondents are neutral, satisfied, and the no. of respondents are 2 and 8 respectively. 2.7.6 Documentation required For knowing the customer Satisfaction about Documentation required of loan in the bank I asked 40 customers of AIBL in Phanthapath Branch {See Appendix} and their opinion are given in the following formation: Table 25: Documentation required Percentage of Factors Responses Mean Value Responses Satisfied 8 20% Strongly 32 80% 4.80 Satisfied Total 40 100% Source: Field Survey, AIBL, Phanthapath Branch, January 2016 Table 25 shows the mean value about the feature of the product is 4.80.

Graph 30: Documentation required 33

Object 64

Source: Field Survey, AIBL, Phanthapath Branch, January 2016 From the above chart it can be said that most of the customers of AIBL, Phanthapath Branch are strongly satisfied which consists of 32 respondents And the rest of the Respondents are satisfied and the no. of respondents are 8 respectively. 2.7.7 Quality of advice given For knowing the customer Satisfaction about Quality of advice given of loan in the bank I asked 40 customers of AIBL in Phanthapath Branch {See Appendix} and their opinion are given in the following formation: Table 26: Quality of advice given Percentage of Factors Responses Mean Value Responses Dissatisfied 2 5% Neutral 2 5% Satisfied 8 20% 4.55 Strongly Satisfied 28 70% Total 40 100% Source: Field Survey, AIBL, Phanthapath Branch, January 2016 Table 26 shows the mean value about the feature of the product is 4.55.

Graph 31: Quality of advice given

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Object 66

Source: Field Survey, AIBL, Phanthapath Branch, January 2016 From the above chart it can be said that most of the customers of AIBL, Phanthapath Branch are strongly satisfied which consists of 28 respondents And the rest of the Respondents are dissatisfied, neutral, satisfied and the no. of respondents are 2, 2 and 8 respectively. 2.7.8 Strictness of repayment mechanism For knowing the customer Satisfaction about strictness of repayment mechanism of loan in the bank I asked 40 customers of AIBL in Phanthapath Branch {See Appendix} and their opinion are given in the following formation: Table 27: Strictness of repayment mechanism Response Percentage of Factors Mean Value s Responses Strongly Dissatisfied 2 5 Dissatisfied 8 20 Neutral 8 20 3.45 Satisfied 14 35 Strongly Satisfied 8 20 Total 40 100 Source: Field Survey, AIBL, Phanthapath Branch, January 2016 Table 27 shows the mean value about the feature of the product is 3.45.

Graph 32: Strictness of repayment mechanism

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Object 68

Source: Field Survey, AIBL, Phanthapath Branch, January 2016 From the above chart it can be said that most of the customers of AIBL, Phanthapath Branch are satisfied which consists of 14 respondents And the rest of the respondents are strongly dissatisfied , dissatisfied, neutral , strongly satisfied and the no. of respondents are 2,8,8 and 8 respectively.

2.8 Summary information of Customers’ Opinion about Bank’s Service To know the bank services to provide the customers by AIBL, Phanthapath Branch I asked 36

several questions {See Appendix} to hundred customers. Their summary answers are given below in percentage. Table 28: Summary information of Customers’ Opinion about Bank’s Service Level of Satisfaction Bank Service (Particulars) IQMS (Intelligence Queue Management System)

Strongly Satisfied

Satisfied

Neutral

Dissatisfie d

Strongly Dissatisfied

72%

18%

6%

4%

-

The features of the products & 2% 10% 20% 58% services through brochures, e-mail & SMS. Process of issuing cheque book 54% 30% 14% 2% and ATM card Interest rate in different deposit 32% 52% 12% 4% schemes 64% 32% 2% 2% Overall banking system 2% 4% 6% 36% Parking System & area 72% 24% 4% Overall banking environment 56% 40% 2% 2% Bank Security System 4% 4% 16% 50% Availability of ATM booth 46% 36% 12% 6% Bill payment services 20% 24% 20% 16% Service charge of the bank Source: Field Survey, AIBL, Phanthapath Branch, January 2016

10% 52% 26% 20%

To identify the quality of provided services it is essential to find out the customers’ opinion about the services provide. For this reason I asked several customers and tried to find out level of service quality. Their opinions about service quality are given in Table 30. The graphical representation of the above information are given in the next page-

Graph 33: Summary Graph Customers’ Opinion about Bank’s Service

37

Object 70

2.9 Summary Information of Customers’ Opinion about Employees’ Services Employees are the main factors to serve the customers. And employees’ behavior, good interpersonal skills attracts the more customers. To identify the customer 38

satisfaction level, customers’ opinion about the employees’ attitude in time of providing any help or any service I asked several questions {See Appendix} to hundred customers and their satisfaction level are given below in a percentage. Table 29: Summary information of Customers’ Opinion about Employees Services Level of Satisfaction Employee’s Service (Particulars)

Strongl y Satisfie d

Satisfied

Neutral

Dissatisfie d

The quality of greetings 96% 2% 2% (Salam and a smile) when you entered the branch Quality of giving advice 58% 29% 4% 7% about products Willingness to listen and 65% 18% 13% 4% respond to your need The account opening & 64% 28% 2% 6% closing process Behavior of the bank 86% 12% 2% employees Based on your experience, the 27% 49% 20% 4% efficiency level of staff 57% 22% 19% 2% Maintain an error free process Promptness of the services 46% 21% 21% 10% whenever you visit the branch Source: Field Survey, AIBL, Phanthapath Branch, January 2016

Strongly Dissatisfie d 2% 2%

I have seen that most of the respondents have shown positive respond about the employees’ service. For identify the employees’ service I asked different factors of the bank employees’ to the customers. Their opinions are shown in the above table. The graphical representation of the above information are given below (next page)

Graph 34: Summary Graph of Customers’ Opinion about Employees Services

39

Object 73

2.10 Summary Information of Customers’ Opinion on Loan Procedures Most of the borrowers are individual. I wanted to know whether the borrowers that they were satisfied about the bank’s services or not. I collected information through questionnaire and also conversation from the 40 borrowers. And my question was “please identify the level of satisfaction various bank services” {See Appendix}. Their opinions are given below in a percentage. Table 30: Summary Information of Customers’ Opinion on Loan Procedures Level of Satisfaction Strongl Bank Service (Particulars) y Satisfie Neutra Dissatisfie Strongly Satisfie d l d Dissatisfied d Behavior of the bank employees 40% Interest rate 18% 6% 2% 8% 5% Formalities followed while 22% 14% 4% borrowing Promptness in disbursement of loan 30% 6% 2% 2% Terms and conditions of loan 30% 8% 2% Documentation required 32% 8% Quality of advice given 28% 8% 2% 2% Strictness of repayment mechanism 8% 14% 8% 8% 2% Source: Field Survey, AIBL, Phanthapath Branch, January 2016 To make the lending procedure more effective customer opinion is essential. I have 40

seen

that

most

of

the

respondents

have

shown

positive

respond

about

the

employees’ service, promptness in disbursement of loan, strictness of repayment mechanism, quality of given advice and other factors which are given in the above table. The graphical representation of the above information are given belowGraph 35: Summary Graph Customers’ Opinion on Loan Procedures

Object 75

41

Chapter Three Conclusions & Recommendations

42

3.1 Conclusions From my starting day to up to date my practical implementation of customer dealing procedure during the whole period practical orientation in AIBL at Phanthapath Branch, I have to try my best to reach a firm and concrete a conclusion very confident way. It goes without saying that AIBL, Phanthapath Branch has turned over a new leaf of general people through the invention of new products, which are easily introduced and accepted, by the general people on account of its reliability and flexibility. It is urgently indispensable to keep an eye on proper customer care to have strong product knowledge in to the customer’s mind. My experiences says that quickly and on time products and services are the core point of banking business and it is also so risky that all customers are not of it and equal minded. Therefore, it varies customer to customer’s expectation; however, there must have fair field and no favor to all customers. Overall of my investigation I can say that products and services are satisfactory and continuously meet the challenges of developing new products and services to match the specific requirements of customers. For the future planning and the successful operation in its prime goal in this current competitive environment and I hope this report can provide a good guideline. I wish continuous success and healthy business portfolio of Al-Arafah Islami Bank Ltd., Phanthapath Branch.

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3.2. Recommendations In the fast evolving world, it is very necessary for each and every organization to build a strong presence in the market by maximizing profit margin by satisfying their customers as much possible. After completing my internship program with AIBL, Phanthapath Branch, I think the following recommendations will help them to improve the customer care, 

Should give attention about the features of the products and services through brochures, e-mail and SMS because most of the customers are dissatisfied about it.



Need to hire more knowledgeable sales executives, who can provide accurate information to the customers.



Should have proper and on time customer care.



Service Charges should be reduced.



The bank should increase the availability of ATM booth because most of the customers are not satisfied about this service.



The bank should increase the facility of parking system.



The process of issuing cheque and ATM card should be improved.



Need more attention in interest rate in deposit schemes.



Should give attention about quality of giving advice about products of the bank



Should increase the promptness of the services.



Interest rate should be reduced on loan.

44

References

45

References  Al-Arafah Islami Bank Ltd., 2015, “Annual Report 2015”, Al-Arafah Islami Bank Ltd, Dhaka, Bangladesh.  Al-Arafah Islami Bank Ltd., “AIBL Profile”, viewed on 15 December, 2015, http://www.alarafahbank.com/specialty.php  Al-Arafah Islami Bank Ltd., “Special Features of the Bank”, viewed on 25

December, 2015, http://www.al-arafahbank.com/specialty.php  Khan, M. S. N., Hassan, M. K., & Shahid, A. I., 2007, “Banking Behavior of Islamic

Bank Customers in Bangladesh”, Journal of Islamic Economics Banking and Finance, vol. 3, no. 2, pp. 159-181.  Malhotra, Naresh K., 2003, “Marketing Research”, Third Edition, Prentice Hall, New

Jersey, USA.  Wikipedia,

“Customer

Satisfaction”,

viewed

on

8

January

2013,

http://en.wikipedia.org/wiki/Customer_satisfaction

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