An Evaluation of The Customers' Satisfaction of Social Islami Bank Limited: A Study On Savar Branch Submitted To

An Evaluation of the Customers’ Satisfaction of Social Islami Bank
Limited: A Study on Savar Branch
SUBMITTED TO
Gouranga Chandra Debnath

Dean of permanent campus
Department of Business Administration
Faculty of Business & Entrepreneurship
Daffodil International University
SUBMITTED BY
Rakib Hasan Srabon

ID: 171-11-383
Program: BBA
Major: Marketing
Date of Submission:
© Daffodil International University i

Letter of Transmittal
Date:

Associate Professor & Head
Faculty of Business and Entrepreneurship
Subject: Internship report on “An Evaluation of the Customers’ Satisfaction of Social

Islami Bank Limited: A Study on Savar Branch”
Dear Sir,
It is a great pleasure and privilege to present the report entitled ‘An Evaluation of the
Customers’ Satisfaction of Social Islami Bank Limited: A Study on Savar Branch ’
process of Concord group, Corporate Branch, which was assigned to me as a partial
requirement for the completion of BBA program. Throughout the study I have tried with the
best of my capacity to accommodate as much information and relevant issues as possible and
tried to follow the instructions as you have suggested. I have tried to be as much informative
as possible. It is a great achievement to work under your active supervision and guidance.
However, I sincerely believe that, this report will serve the purpose.
This report has enlarged my level of knowledge and I truly realize the importance of
preparing this type of report. I would like to thank for your valuable guidance and kind
cooperation at every step of my effort on this report.
Sincerely yours,
……………………
Rakib Hasan Srabon
ID: 171-11-383
Major: Marketing
Daffodil International University.
© Daffodil International University ii

Student’s Declaration
I am Rakib Hasan Srabon, ID: 171-11-383 student of BBA program, Daffodil International
University, hereby declare that the internship report entitled on "An Evaluation of the
Customers’ Satisfaction of Social Islami Bank Limited: A Study on Savar Branch " is
prepared after the completion of my internship at Social Islami Bank Limited, Savar Branch,
Under the intensive supervision & guidance of Gouranga Chandra Debnath, Associate
Professor & Head Department of Business Administration, Faculty of Business and
Entrepreneurship. Daffodil International University
I also declared that the internship report is prepared for academic purpose only. This report is
not submitted by others.
----------------------
Rakib Hasan Srabon
ID: 171-11-383
Major: Marketing
© Daffodil International University iii

© Daffodil International University iv
Supervisor's certificate
This is to certify that the Internship Report entitled on "An Evaluation of the Customers’
Satisfaction of Social Islami Bank Limited: A Study on Savar Branch ” is prepared by
Rakib Hasan Srabon, ID: 171-11-383 under my direct supervision as a fulfillment of the
requirements of Bachelor of Business Administration (BBA) degree from Department of
Business Administration, Daffodil International University. As per my knowledge and his
declaration, he has prepared this report by his own & is not copied or borrowed from
anywhere without proper acknowledgement.
I wish him every success in life.
---------------------------------
Associate Professor & Head
© Daffodil International University v

Acknowledgement
First, I would like to express my gratitude to the Almighty ALLAH for giving me the
capacity and strength to perform my responsibilities as an intern and complete the report
within the stipulated time.
I am grateful to my Supervisor Gouranga Chadra Donath, Associate professor & Head,
Daffodil International University for his whole-hearted supervision. Really, it would not be
possible to prepare this report up to this mark without their guidance.
This has been an incredible period for me to work on this report titled “An Evaluation of the
Customers’ Satisfaction of Social Islami Bank Limited: A Study on Savar Branch.”
Corporate Branch.
My gratitude goes to the entire Business Administration Department, of Daffodil
International University for arranging an Internship Program that facilitates the integration of
theoretical knowledge with a real life situation. It was not less than an excellent opportunity
for me to work as an intern at the Social Islami Bank Limited, Savar BRanch.
Moreover, I would also like to express my gratitude to All Employee of Social Islami Bank
Limited, Savar Branch, seniors and colleagues who gave me good advice, suggestions,
inspiration and support. I must mention the wonderful working environment and group
commitment of this organization that has enabled me to deal with many things.
© Daffodil International University vi

Table of Contents
LETTER OF TRANSMITTAL..............................................................................................ii
SUPERVISORS DECLARATION.......................................................................................iii
ACKNOWLEDGMENT........................................................................................................iv
EXECUTIVE SUMMERY....................................................................................................vii
Chapter One
Introduction..............................................................................................................................1
1.1 Introduction......................................................................................................................1
1.2 Background of the Study:.................................................................................................1
1.3 Objectives of the Study....................................................................................................2
1.4 Methodology of the Study................................................................................................2
1.5 Limitations of the Study...................................................................................................3
Chapter Two
Organizational Overview.........................................................................................................4
2.1 About SIBL......................................................................................................................4
2.2 History of Bank................................................................................................................4
2.3 Journey with New Logo:..................................................................................................5
2.4 Mission of SIBL...............................................................................................................5
2.9 Corporate Structure:.........................................................................................................7
Chapter Three
Literature Review.....................................................................................................................8
Chapter Four..........................................................................................................................13
Analysis of the Survey Report...............................................................................................13
Chapter Five
Problems and Recommendations..........................................................................................29
5.1 Problems Identified........................................................................................................29
5.2 Recommendations..........................................................................................................29
Conclusion...............................................................................................................................30
References...............................................................................................................................31
© Daffodil International University vii

Appendix.................................................................................................................................32
EXECUTIVE SUMMERY
© Daffodil International University viii

The report emphasizes on the “An Evaluation of the Customers’ Satisfaction of Social
Islami Bank Limited”. This includes the things and organizations offered by the bank to their
customers, the extent of these organizations, related mix-ups, and proposals on the most
capable strategy to beat them. Assessing customers' satisfaction is critical for various
purposes and for different banks that are enthusiastic about improving the customer
experience, they give. In my report, I expected to survey the satisfaction of the customers of
Social Islami Bank Limited, which helped customers offer proposals to finding significant
basic intuition responses for customers by evaluating the sufficiency of their very close unit,
the ATM corner. Online preferences and agents)) and to improve its strategy and nature of
supply and to appreciate the prerequisite for things or organizations and to build a widely
inclusive experience Social Islami Bank stays on account of obliged customers that Social
Islami Bank has bound them. As a significant part of my academic essential to finish my
BBA program, I have to finish my transitory activity program with a three-month term of
Social Islamic Bank Limited in my Savar branch. At this period of my preparation, I
expanded sensible data concerning the courses I have learned at school. At Social Islami
Bank Limited, I given the movement of working as an understudy in two special workplaces
like General Banking, Foreign Exchange Department. Social occasion data in two separate
habits for specifying as basic and discretionary. The eye-to-eye trade with the concerned
specialists of the branch was the guideline system for social affairs fundamental information
and checking various dispersions and related associations for the discretionary information
methodology. Social Islami Bank Limited's organizations finished expansive banking and the
official's activities in individuals, associations, corporate substances, and distinctive
multinationals. The key objective of the bank is to give the best quality and fast help of its
customers and to assemble their satisfaction level. Despite the fact that they are making a
pleasant appearing, I think they need to give more thought to the general organization system
and direct of customers to ensure a clear stream that should assist various branches, similarly
as various branches.
© Daffodil International University ix

Chapter One
Introduction
1.1 Introduction
Customers' satisfaction is a thought that caused noteworthy interest and verbal clash because
of issues, regarding both its portrayal and its estimation in search composing. Research has
demonstrated that higher organization contributes significantly to accomplishing quality. The
estimation of client advantage ensures customers both inside and remotely that they get what
they need. Unwaveringness to customers is the propensity or tendency of a customer to
utilize a thing or organization. Flawlessness and nature of organization routinely viewed as
together as components of customer acknowledgment and want. Consumer loyalty is
constrained by distinguishing the customer's impression of value, want, and tendency. The
estimation first thinks about the test, trailed by an adjustment in veracity, in the zone of cost-
related issues and based on express approaches for shipping the advantages. Looking
upwards, the two masters and scholastics are energetic about precisely estimating the nature
of organization at a specific speed to all the more likely comprehend its fundamental
precursors and results, and are finally receiving systems to improve and gauge the nature of
the organization. This activity conducts unwaveringness investigation into Social Islami
Bank's customers. The examination has demonstrated that the financial piece of Bangladesh
is in the advancement arrange. The area has developed quickly since the mid-1970s, after the
open market arrangement of the Government of Bangladesh.
1.2 Background of the Study:

Bangladesh's banking office is falling behind in taking consistent change. The planting of
cleaned aptitudes in anticipation of the organization is as significant as the correct structure
improvement, so as to grow well in this created state. To end the BBA's general customers'
satisfaction hours, one must end the internship program from a business affiliation and
Understudy must present its brief position assignments. So as to make a report, it is essential
to choose the subject. An extremely highlighted theme concerns what every one of the
subjects will discuss through detailing. The focuses appointed by Social Islami Bank's AVP,
Operations Manager, MD Golam Mohamed are the satisfaction of "Social Appraisal
Customers" Social Islami Bank Limited. "I incorporated this report during the enrolling
© Daffodil International University 1

season at Social Islami Bank Limited with the assistance of these courses and my basic
experience and information.
1.3 Objectives of the Study
The study has been carried out with the following objective
 To identify the existing procedures and techniques of general banking of Standard
Bank Ltd, Savar Branch;
 To measure the customers’ satisfaction of Social Islami Bank Limited, Savar Branch;
 To identify problems related to customers’ satisfaction of Social Islami Bank Limited,
Savar Branch;
 To make recommendations to solve the problems;
1.4 Methodology of the Study

Data Collection
So as to direct this internship, the report I have used both essential and optional
 Primary Data Collection

 The essential information has been acquired by utilizing the following three systems:
 Up close and personal discussion with the representatives
 Essential information is the first information that made by me through the meeting,
survey, investigations or contextual analysis
 In this exploration, I utilized the survey as a medium to gather information. There are
29 inquiries replied by all respondents. The poll is isolated into eight (8) segments.
Section one comprises of inquiries concerning your statistic profile; proceed with
section two about the substantial-quality measurement, the third part about
unwavering quality measurement, the fourth part responsiveness, fifth is the
confirmation measurement, 6th is the compassion dimension,7th is the online office
assessment and in conclusion, eighth is the ATM corner and ATM card related
satisfaction estimation.
 Secondary Data Collection

I used a variety of secondary information in my research. Sources include that information:
a. Internal Sources:
 Website of the bank

 Face to Face Conversation
b. External Sources
 Journals & Newspapers
 Consultation of related books & publications.
 Website Surfing
 Different Internship Report from Internet
 Sample Selection
Information for this examination was acquired from a general arbitrary example of Savar
branch customers of Social Islami Bank Limited. Fundamentally examining is taking a small
amount of a populace to speak to the whole populace. As a specialist, I have just had the
option to see 40 individuals as a respondent. An example is a subset or subset of a chose
populace. We realize that a populace is a gathering that can be engaged with the exploration.
Furthermore, populace choice relies upon the exploration directed by the scientist. As a
specialist, I lean toward respondents to irregular surveys from customers' who visited testing
areas over a chose timeframe.
I utilized comfort examining, a sort of non-likelihood inspecting strategy. Comfort examining

is to a great extent done when respondents are anything but difficult to reach
1.5 Limitations of the Study
Revealing and study impediments are as per the following:
 This internship report was led in a quarter of a year which was brief
 This report was made without anyone else financing.
 The Savar Bank office is considered for this report just and may need data.
 The size of the chose test doesn't speak to the absolute populace.
 Tests were chosen for accommodation.
 As a rule, the latest and refreshed data isn't distributed.
 Every one of the loads gave is defended.
 Discovering data about contenders is troublesome.

The course of occasions was short and the entire examination was driven by an individual
where at some stage I could have mixed up in data collection, data entry, data orchestrating,
data organizing, data testing, data presentation, interpretation of results, etc.
Chapter Two
Organizational Overview
2.1 About SIBL
Social Islami Bank Limited (SIBL) was intertwined on fifth July 1995 due to the gave effort
of a get-together of set up Bangladeshi financial specialists and generally huge characters.
The bank started a business movement on 22nd November 1995 with an unquestionable
assertion to display the operational meaning of particularly the economy, banking, and cash-
related activities like a planned piece of the Islamic code of life. Zeroing in on desperation,
SIBL is without a doubt thought of 21st Century participatory a couple of section banking
modes. The formal corporate fragment, this Bank would, among others, offer the most
groundbreaking banking organizations through an opening of various kinds of store and
adventure accounts, financing trade, giving letters of confirmation, opening letters of credit,
an arrangement of bills impacting nearby and worldwide trade, leasing of equipment and
buyer durables, secure purchase and bit bargain for a capital product, premium in negligible
exertion dwelling and the leading body of real homes, participatory premium in various
mechanical, agricultural, transport, enlightening and prosperity adventures, and so forth In
the Non-formal non-corporate region, it would, among others, remember for genuine cash
WAQF Certificate and progression and the heads of WAQF and MOSQUE properties, and
Trust holds.
2.2 History of Bank

Social Islami Bank Limited (SIBL) is a banking association selected under the Companies
Act 1994 with its authoritative focus in 15 Dilkusha C/A, Dhaka-1000. The bank fills in as an
arranged bank under a banking grant gave by the Bangladesh Bank, Central Bank of the
country. The Bank started its movement on 22, November 1995. SIBL is an advanced new-
making Bank with an endorsed capital and settled up capital of Taka 585 million out of 2007
and 585 million separately as of December 2006. At this moment, the bank has 95 branches
all over Bangladesh. The bank accepts a wide scope of banking trades to help the progression
of trade and exchange the country. SIBL organizations are similarly open for the money

managers to set up different undertakings and BMRE of current units. To give customer base
organizations in regards to overall trade it has set up wide contrasted banking affiliations and
close by and outside bank walk and cash related premium home and abroad. Since the very
inception, Social Islami Bank Ltd. is working with the perspective of serving the nationals as
an ideal and fascinating cash-related house. Each connection has its own exceptional barely
any objectives. The useful target of Social Islami Bank Ltd. is to get a benefit to throw
undertaking the responsibility of giving cash related help to the improvement of the nation's
self-evident reality and present daypart. The year 2012 is imagined as an impressive year of
SIBL. Getting a handle on new fundamental Business Policy, SIBL will investigate every
probability to help organizations in each piece of the task to accomplish their corporate
objectives.
2.3 Journey with New Logo:

Social Islami Bank Limited (SIBL) is a banking association selected under the Companies
Act 1994 with its authoritative focus in 15 Dilkusha C/A, Dhaka-1000. The bank fills in as an
arranged bank under a banking grant gave by the Bangladesh Bank, Central Bank of the
country. The Bank started its movement on 22, November 1995. SIBL is an advanced new-
making Bank with an endorsed capital and settled up capital of Taka 585 million out of 2007
and 585 million separately as of December 2006. At this moment, the bank has 95 branches
all over Bangladesh. The bank accepts a wide scope of banking trades to help the progression
of trade and exchange the country. SIBL organizations are similarly open for the money
managers to set up different undertakings and BMRE of current units. To give customer base
organizations in regards to overall trade it has set up wide contrasted banking affiliations and
close by and outside bank walk and cash related premium home and abroad. Since the very
inception, Social Islami Bank Ltd. is working with the perspective of serving the nationals as
an ideal and fascinating cash-related house. Each connection has its own exceptional barely
any objectives. The useful target of Social Islami Bank Ltd. is to get a benefit to throw
undertaking the responsibility of giving cash related help to the improvement of the nation's
self-evident reality and present daypart. The year 2012 is imagined as an impressive year of
SIBL. Getting a handle on new fundamental Business Policy, SIBL will investigate every
probability to help organizations in each piece of the task to accomplish their corporate
objectives.

2.4 Mission of SIBL
 High-quality financial services with the latest technology.

 Fast, accurate and satisfactory customer service.
 Balanced & sustainable growth strategy. Empowering the family of the poor by
creating income opportunities as well as strengthening the family of the rich for a
better future generation.
 Achieving sustainable participatory economy, Social Security, and peace for society. \
 Optimum return on shareholders’ equity.
 Introducing innovative Islamic banking products.
 Attract and retain high-quality human resource.
 Empowering real poor families and create local income opportunities.
 Providing support for social benefit organizations-by way of mobilizing funds and
social services.
2.6 Vision of SIBL

In SIBL adventure towards interminable significance, it is attempting to transform into the
Country's driving Islamic Bank offering one-advance assistance of a wide extent of huge
worth included things and organizations tending to the necessities of its customers;
coordinating its business ethically by the laws of Shariah while improving best utilization of
the most current forefront mechanical courses of action through the arrangement of a virtuoso
powerful various leveled culture reliant on sound collaboration, goodness, regular perception,
and down to business authority reliably stay open to groundbreaking considerations and
adaptable to the acknowledged strategies in the market ensuring affirmation and quality
banking experience to its customers and pass on best motivation to all of its accomplices as
well.
2.7 Objectives of SIBL

The goals of SIBL can be portrayed as pursues:
Objectives
The key objectives are:
 To adapt corporate money in the proper area through a participatory market instrument
with a guarantee.
 To adapt the deliberate division through participatory financing chiefly on a joint
proprietorship premise.

 To incorporate these three segments' operational exercises of the Bank to different
will-considered and well-arranged "Social Assignment and Investment Schemes" or
"Social Fund" for making them financially and morally "straightforward" and
"uncovered".
 By and large Operational objectives The key pushes of the operational objectives are
as per the following:
 Engaging the group of the poor by making salary open doors just as
reinforcing the group of the rich for a superior group of people yet to come.
 Accomplishing an economical participatory economy, Social Security, and
harmony for society.
2.8 Functions of SIBL

The functions of SIBL are as follows:
 Preparation of inactive assets of the nation by tolerating Deposits from the
overall population.
 Conceding Loans and Advances to the individual firms and organizations for
actuating and creating an exchange, business and enterprises, and other gainful
exercises in the nation.
 To offer offices to the customer and investors in a precise manner.
 Energize individuals for investment funds.
 To build speculation.
 To make a simple exchange of remote cash.
 To recognize the buyer's request and satisfy their interest by providing the
cash.
 To improve the economy by obtaining the money related office.
 To help the capital market.

Chapter Three
Literature Review
This survey will have the writing on Customers' devotion and conduct, Customers'
satisfaction, and the SERVQUAL measurement.
Hartl (2006) sets that the conduct of purchasers isn't unsurprising since their inclinations are
getting more mind-boggling and separated. Their interest in tactile, wellbeing, cycle, and
comfort characteristics has gotten more heterogeneous. People contrast from each other and
even see something very similar in an unexpected way, a few variables impact buyers'
conduct however the main ones will be examined. (Al-bro's,1999)
Washington, U.S., used a benchmark including bank Customers' from all geographic zones
and bank resources. The examination included asking Customers different inquiries
concerning their satisfaction with the banks. Information gathered was used to benchmark
Customers' satisfaction scores of banks taking an interest in the monetary customer
satisfaction record. The discoveries uncovered that the main ascribes that bring about
satisfaction incorporate human association issues like 'rectifying blunders instantly,
'considerate representatives', and 'expert conduct'. Besides, the discoveries additionally
uncovered that the arrangement of good, individual assistance is considered by the customers
as more significant more than comfort or items. Wilson et al (1992) have ordered these
elements into four: social, social, individual, and mental.
Cultural factor:
 As demonstrated by Kotler et al (1999), culture impacts a person's necessities and lead

since it is discovered. They acknowledge that in social orders where youths get
themselves, they acquire from the various associations' characteristics,
acknowledgments, needs, and practices Culture extraordinarily influence a person's
use direct. The social components are apportioned into two; sub-culture and social
class, (Engel et al 1993 and Kotler et al1, 1999)
Social factor:
 It consolidates reference get-togethers, family, and occupations and status include the
social factors that sway customers' buying conduct (Wilson, 1992).

Personal Factor:
 Generally, an individual choice to purchase is affected by the qualities he has. These
attributes incorporate his age and life-cycle, occupation, monetary circumstance, way
of life and character, and self-idea, (Kotler et al, 1999)
Psychological. Factor
These elements incorporate inspiration, insight, learning, and convictions and perspectives.
Inspiration is the power that drives an individual to look for satisfaction, (Kotler et al, 1999).
Customers’ satisfaction:
The two Customers and banks join a ton of importance to satisfaction. Crazy undertakings are
being made by banks to offer great things and organizations to their customers'. Customers in
like manner need the best impetus for their money and are saving no undertakings in picking
the best things and organizations, (Strategic Direction, 2007). Exactly when customers are
fulfilled and have a positive picture or suspicions in regards to a specific firm, it will put
aside so the exertion for competitors to get or persuade them to change to them. The banking
professional in some other industry has raised its undertakings to satisfy purchasers through
the course of action of significant worth organizations. This stems from the way that
challenge has been firm and each bank is endeavoring to hold old Customers and adding new
ones. Buyer devotion is an assessment of capability between earlier assumptions about a
thing and their certified execution. Customers' satisfaction is how Customers react towards
the state of satisfaction, and how Customers judge the satisfaction level (Hanif, Hafez, and
Riaz, 2010). Customers' satisfaction is the longing before eating up a thing for the quality or
it is a pre-use judgment or want (bae, 2012). Customers' satisfaction is the reaction of
Customers toward the state of the satisfaction and judgment of Customers about that
wonderful state (Khayyat and Heshmati, 2012). Satisfaction is a consequence of obtainment
where purchasers contrast expenses and compensate and the anticipated results (Maxham,
2001). There is continually a positive association between customer satisfaction and the
advantage intensification of an organization(bowen&chen,2001). No one is critical than
Customers' and their satisfaction is a conclusive objective through progress in organizations
to the extent force and it saves future pay notwithstanding it transforms into the explanation
behind cost decline later on (Yuan Hu, Ching-Chan& Cheng, Hong,2010). Customers'
satisfaction is the clear tendency of a Customer' for which the person being referred to has set
measures if his cravings organize with the standard he is satisfied (Eggert& Ulaga,2002).

SERVQUAL is an old gadget used in assessing the idea of organizations. According to Buttle
(1996), SERVQUAL is for assessing and managing the idea of organization. Asubonteng et
al (1996) furthermore close to home that the model is used to check the idea of organizations
from the Customers' viewpoint. The originators of the model are Parasuraman, Zeithaml, and
Berry. It was made in 1985 anyway was cleaned in their following articles (Parasuraman et al
1988). The rule point of SERVQUAL is to have a norm and strong instrument that can be
used to measure the idea of organizations in different assistance divisions, (Curry and
Sinclair, 2002).
Variables
In this study I tried to examine how the independent variables affect the dependent variable.
Hence,
• The dependent variable is Customers’ satisfaction
• The independent variables are Customers’ loyalty, service quality, security, epithetical
factors, tangibility factors, and responsiveness of bank, reliability factors of bank and
assurance of bank.
Nowadays' various models can be used in assessing the level of Customers' satisfaction. In
my report, I have decided the Customers' Satisfaction Index (CSI) and surveyed a couple of
elements. As it shows the satisfaction level as one number and this measure model considers
various boundaries so this is definitely not hard to figure. The Customers' Satisfaction Index
addresses the overall satisfaction level of that Customers' as one number, ordinarily as a rate.
After plotting this satisfaction record of the Customers' against a period scale shows
decisively how capably the supplier is accomplishing the task of Customers' satisfaction
throughout some time

E-banking is as of now daily an overall wonder. It is quite possibly the most indispensable
resource driving progression, supporting the turn of events, propelling headway, and growing
the forcefulness of the banking industry. The huge progression of banking advancement has
been driven by changes in transport stations, for instance, phone banking, Tele-banking, PC-
banking, and most actually web banking. This factor-drove me to survey whether the
customers' are getting the online organizations they need or solicitation.
ATM organizations are the vital progression of this period which made straightforwardness
of pulling back money from any spots. In Bangladesh, banks settled their ATM corners in
every area and town. Social Islami Bank Limited furthermore has enabled it and each corner
that has the workplace of using master cards starting there ATM cards of Social Islami Bank
Limited can be used to pull back money. In my outline, I endeavored to know whether the
customers' are getting fitting help and getting all of the benefits of having ATM
cardsSERVQUAL Dimensions
I have utilized the SERVQUAL dimensions to assess the satisfaction of Social Islami Bank
Limited Customers'. The inception of this instrument is, Zeithaml, Parasuraman, and Berry
who discovered five dimensions of Customers' that they utilized when assessing
administration quality. At that point, they named this study instrument SERVQUAL. To put
it plainly, if suppliers get these dimensions right, Customers' will hand over the keys to their
faithfulness. Since they'll have gotten administration greatness. As per what's imperative to
them. The five SERVQUAL dimensions are:
• Tangibles- It means appearance of physical facilities, equipment, personnel, and

communication materials of the bank
• Reliability-It indicates the ability to perform the promised service dependably and
accurately by its employees and bank.
• Responsiveness - It is the willingness to help Customers’ and provide prompt service
by bank.
• Assurance - It indicates level of knowledge and courtesy of employees and their
ability to convey trust and confidence.
• Empathy - It is basically the sense of caring and individualized attention by the bank
provided to the Customers’.

Mixed Method of Research
Mixed procedures investigate is an approach that incorporates gathering both quantitative and
emotional data and consolidating the two sorts of data by using undeniable constructions that
may incorporate philosophical assumptions and speculative frameworks.
The quantitative examination is a procedure for testing objective theories by reviewing the
relationship among factors, which gives a quantitative, or numeric depiction of examples,
mindsets, or evaluations of a general population by pondering an illustration of that general
population through abstract exploration is a strategy for researching and understanding the
significance of individuals or get-togethers issues. Mixed techniques, generally, incorporate
merging or joining emotional and quantitative examination data in an exploratory
investigation. Emotional data is open-completed without predestined responses while
quantitative data ordinarily fuses shut-completed responses, for instance, found on surveys.
From many mixed procedure plans, I am using the Explanatory Sequential Mixed Method.
This sensible progressive design, generally, incorporates two unquestionable stages, for
instance, first thing, a fundamental quantitative instrument stage, followed by an abstract data
arrangement stage, in which the emotional stage builds really on the results from the
quantitative stage.
So additionally, I accumulated data through a survey on 40 people and got quantitative data,
and found meetings with two or three individuals who participated in the investigation to
learn more knowledge concerning their examination responses. Thusly, I did my gathering
meeting with those people to get all the more clear information that falls into the abstract

exploration procedure.
Figure: Exploratory Sequential Mixed Method
Chapter Four
Analysis of the Survey Report
The Rating Scale

I have recorded Customers' reactions by utilizing 5 focuses Likert scale where the Customers'
were moved closer to review every announcement to rate their level of understandings or
coherent irregularity. From an overall perspective, these levels of understandings or
differences were plotted on the 5 places Likert scale was the point. 1 shows: Strongly
Disagree and point 5 outlines: Strongly Agree with the revelation.
Analysis of Survey Report
So as to gauge the satisfaction level of the customers of Social Islami Bank Limited (Savar
Branch), around 1 thousand customers were studied by me as an example size of around
2,000 populaces.
Gender frequency:
Gender Frequency Percentage
Male 28 70%
Female 12 30%

Total = 40 100%
Gender
30%
Male
Female
70%
Age Group frequency:
Age Group Frequency Percentage
18-25 14 35%
26-33 13 32.5%
34-50 8 20%
51-Above 5 12.5%
Total = 40
Age Group
13% 18-25
26-33
35%
34-50
20%
51-Above
33%

Profession frequency:
Profession Frequency Percentage
Student 6 15%
Homemaker 7 17.5%
Service 15 37.5%
Businessman 10 25%
Teacher 2 5%
Total = 40
Profession
5% 15% Student
25% Homemaker
18% Service
Businessman
Teacher
38%
A. Analysis of Five Dimensions:

1. Tangible Dimension:
These declarations in this table show the actual confirmation of the organizations of Social
Islamic Bank Limited. Four unmistakable requests were presented in a couple of one-of-a-
kind ways, close by the sensible components of the idea of organization.
Survey result:
Statements Strongly Disagree Average Agree Strongly Total

agree
disagree
1. Social Islami Bank Limited 0 0 8 28 4 40
has modern looking

equipment and technologies
that better satisfy your
needs
has convenient business
hours.
3. The sitting arrangement is 0 0 4 7 29 40
comfortable and enough
4. Bank environment is 0 1 7 21 11 40
satisfactory
Total = 0 1 32 78 49 160
Tangible Dimension
30
25
20
15
10
0
Strongly disagree Disagree Average Agree Strongly agree
1. SIBL has modern looking equipment and technologies that better satisfy your needs
2. SIBL has convenient business hours.
3. The sitting arrangement is comfortable and enough
4. Bank environment is satisfactory
Interpretation:
One hundred sixty (160) in four clarifications of consistent size about the response, I have
achieved. Of these responses, (49) customers unequivocally agreed, 72 (78) customers
agreed, (32) customers answered taking everything into account, and only one (1) customer
didn't agree with the more than four verbalizations.
There is clear present-day equipment, vision benefits, and ostensibly captivating materials
related to the master proximity and organization of laborers. I have outlined the clarifications

that achieved customers being content with the banking strategies and the forefront
equipment and advancements that meet their objectives.
Here we can see that,
 Around 29 individuals emphatically concurred which implies 73% of Customers' are

happy with the pausing and guest plans.
 Around 28 Customers' which implies 70% concurred that banks' advanced hardware
and innovation have fulfilled their motivations.
Therefore, in general it can be said that Customers’ are satisfied regarding the tangible
dimensions except few has problems regarding business hours.
2. Reliability Dimension
Explanation-
At this level, respondents were asked to provide their perspectives with about five attributes
provided. These features demonstrate the ability to perform the promised service reliably and
accurately
Survey Result:
Statements Strongly Disagree Average Agree Strongly Total

disagree agree
1. You found Account opening 0 0 8 19 13 40

process of Social Islami Bank
Limited is efficient
2. Employees are 0 0 5 21 14 40
knowledgeable about the
offerings
3. If Social Islami Bank Limited 0 5 8 7 20 40
promises to do something by a
certain time, it does so.
4. If you have a problem, 0 1 7 19 13 40
employees give easy and
appropriate solution of your
problems
completes your transactions
rapidly.
Total = 0 6 32 80 82 200

Reliability Dimension
25
20
15
10
5
0
Strongly disagree Disagree Average Agree Strongly agree
Interpretation:
At the degree of unwavering quality, five (5) proclamations were given to gather data about
the explanations behind the dependability of the banks. Over (200) reactions have been
gathered. Of these more than 200 reactions - 12 customers unequivocally concurred, 4
customers 'concurred', 12 customers addressed 'normal', and Cust couldn't help contradicting
the assertion in regards to this level.
Reliability level means providing customer service with commitment, reliability in managing
customers' service problems, providing service for the first time and promised time. For these
reasons, I selected the five features of this survey that they were asked to respondent

 Around 22 individuals firmly concurred which implies 55% of Customers' are happy
with the quick exchange capacity of Social Islami Bank Limited.
 Around 21 Customers' which implies 52% concurred that banks' workers are
proficient about the contributions.
 Also, around 19 Customers' which mean 48% of Customers' happy with the record
opening procedure and getting a brief answer for all their issues.
In this manner, when all is said in done, it tends to be said that Customers' are to some degree
fulfilled concerning the dependability measurement of Social Islami Bank Limited. In any
case, individuals have issues concerning Social Islami Bank Limited's surpassing time length
of satisfying certain undertakings

3. Responsiveness Dimension
Survey Result:
Statements Strongl Disagree Average Somewha Strongl Total

y t y agree
disagree Agree
1. Every time error free 0 0 2 21 17 40
record provided to you
2. The officers at Customers’ 0 0 0 30 10 40
service correctly answered
your required inquiries.
3. The staff and employees of 0 0 5 28 7 40
the bank are helpful and
cordial.
4. Less time taken at cash 4 8 7 19 2 40
counter to deliver service to
you was enough.
5. The Competence and 0 0 4 26 10 40
knowledge of officers about
banking system is good
Total 4 8 18 124 46 200
Responsiveness Dimension
30
25
20
15
10
5
0
1. Every time 2. The officers at 3. The staff and 4. Less time 5. The
error free record customer service employees of the taken at cash Competence and
provided to you correctly bank are helpful counter to deliver knowledge of
answered your and cordial. service to you was officers about
required inquiries. enough. banking system is
good
Strongly disagree Disagree Average Somewhat Agree Strongly agree
Interpretation:

At the level of reactivity, five (5) statements were provided to collect information about the
reasons for bank reactivity. More than two hundred (200) responses have been collected.
From this two hundred responses- 46 strongly agree, 124 agree, 18 average, 8 disagree and 4
strongly disagree with statements related to this dimension. From this finding, I find that
customers are immediately satisfied with the employees and their behavior, but they are less
satisfied with the cash department service and when depositing or withdrawing their money.
Reactivity levels mean keeping customers informed about "when the services will be
performed, customers 'immediate service", willingness to support customers "and customers'"
readiness to respond to requests.
 Around 17 individuals emphatically concurred on which implies 43% of Customers'
are happy with their bank records in light of getting them mistake-free.
 Around 30 Customers' which implies 75% concurred that officials at general records
effectively addressed their necessary requests.
 Furthermore, around 28 Customers' which implies 70% of Customers' discovered the
conduct of the officials accommodating and warm.
Accordingly, all in all, it tends to be said that Customers' are fulfilled even though a few
Customers' have issues in regards to the time taken at the money counter to convey the
administration
4. Assurance Dimension
Explanation- Perspectives relating to the substantial elements of organization quality were

asked in 4 one kind requests. The objective of these four requests is to consider obligingness
and data on delegates and their ability to pass on trust and conviction.
Survey Result-
Statements Strongl Disagre Averag Somewh Strongl Tota

y e e at y agree l
disagre Agree
e
1. You always feel confident and 0 0 7 25 8 40
have trust on the officers at
Customers’ service.
2. Your cheque book and ATM 0 5 15 19 1 40

card was delivered timely and
efficiently
3. You feel secure in your 0 0 5 29 6 40
transactions with Social Islami
Bank Limited
Total = 0 5 27 73 15 120
Assurance Dimension
30
25
20
15
10
1. You always feel confident and have trust on the officers at customer service.
2. Your cheque book and ATM card was delivered timely and efficiently
3. You feel secure in your transactions with SIBL
Interpretation:
In the attestation estimation, three (3) announcements were given to assemble information
about bank responsiveness factors. Around one hundred twenty (120) responses were
assembled. From this one hundred twenty responses 15 insistently agreed, 73 agreed, 27
typical, 5 vary and none immovably couldn't resist repudiating the declarations related to this
estimation.
Affirmation Dimension incorporates representatives certainly treating Customers', making

Customers' vibe safe in their exchanges, being reliably considerate, having the information to
address Customers' inquiries and physicals wellbeing of Customers'. From those elements, I
have chosen three qualities that were given in this study to the respondents who were
approached to give their viewpoint. Here we can see that,
• About 8 people strongly agreed which mean 20% of Customers’ and 25 Customers’
(63%) agreed that they are satisfied because they have trust on the officers at
Customers’ service.

• About 29 Customers’ which mean 73% agreed that they feel secure doing transaction
with Social Islami Bank Limited.
• And about 25 Customers’ which mean 63% of Customers’ have trust and feel
confident about services provided by officers.
Therefore, in general it can be said that Customers’ satisfied but Customers’ have issues
regarding not meeting the dates of delivering cheque book and ATM card.
5. Empathy Dimension
Clarification: The Empathy measurement alludes to the level of the arrangement of

minding, individualized thoughtfulness regarding Customers'.
Survey Result-
Statements Strongl Disagre Average Somewhat Strongl Tota
y e Agree y agree l
disagre
e
1. Charging less service charge 0 0 8 29 3 40
from Customers’
comparatively to other banks.
2. Social Islami Bank Limited’s 0 0 0 35 5 40
Employees understand your
specific needs.
products and services serve
best interests of Customers’.
Total : 0 0 8 100 12 120

Empathy Dimension
40
35
30
25
20
15
10
5
0
1. Charging less service charge from customers comparatively to other banks.

2. SIBL’s Employees understand your specific needs.
3. SIBL products and services serve best interests of customers.
Interpretation:
In the compassion estimation, three (3) decrees were given to accumulating information about
bank responsiveness factors. Around one hundred twenty (120) responses were accumulated.
From this one hundred twenty responses 12 unequivocally agreed, 100 agreed, 8 typical, none
contrast, and vehemently couldn't resist negating these declarations of empathy-related
factors.
Sympathy Dimension joins giving Customers singular thought (seeing customary

Customers'), proactively understanding the need of their Customers' and charging less help
charge. From those parts, I have picked three attributes that were given in this survey to the
respondents who were drawn closer to give their perspective.
• About four people strongly agreed which mean 10% of Customers’ and 36
Customers’ (90%) agreed that Social Islami Bank Limited products and services
served their best interest.
• About 35 Customers’, which mean 88%, agreed that they found employees
understand their needs and demands.
• And about 29 Customers’ which mean 73% of Customers’ thinks Social Islami Bank
Limited charges less service charge from Customers’ comparatively to other banks.

Therefore, in general it can be said that Customers’ are empathetically satisfied.
Dimension Strongly Disagree Average Somewhat Strongly Total

disagree Agree agree
Tangibility 0 1 32 78 49 160
Reliability 0 6 32 80 82 200
Responsiveness 4 8 18 124 46 200
Assurance 0 5 27 73 15 120
Empathy 0 0 8 100 12 120
Total 4 20 117 455 204 800
Summary of the survey result for five dimensions

140
120
100
80
60
40
20
0
Tangibility Reliability Responsiveness Assurance Empathy
As ought to be clear that in the table around 400 55 (455) responses got an agreed perspective
of respondents 3which is the most raised number than the four classes. About 40% of
responses were decidedly yielded to in the faithful quality estimation and 18% agreed. The
most diminished estimation that has been characterized is the affirmation estimation having
7% determinedly agree and 16% agreed on responses. Around 20 Customers vary among
which 8 were in responsiveness estimation, 6 were in the relentless quality estimation, 5
contrast in the assertion estimation, and one in generous quality estimation.
From the above estimations, we can clearly see that the bank's certification estimation isn't
worthy and it will in general be said that the overall execution of the bank is somewhat
acceptable. In any case, it should give more thought to their organization. Social Islami Bank
Limiteds' expert associations are depended upon to be the experts of the organization they're
passing on. As demonstrated by the SERVQUAL investigation, it is tremendous to bestow

the association's fitness to Customers'. Albeit Social Islami Bank Limited's passed-on
organizations are significantly capable, yet Customers' don't get that as necessities are, by
then their trust in passing on them might be lower.
What's more, the evaluation of that Social Islami Bank Limited's assistance quality may be
lower.
B. Online Facility:
From the earliest starting point of Social Islami Bank Limited, it has reliably been working
with the latest development and staying up with the time it has gotten different workplaces of
the advancement which has upgraded its IT structure. Furthermore, the mechanical headway
of Social Islami Bank Limited tremendously extended its Customers' organization similar to
the dependability of the accomplices towards the bank. Social Islami Bank Limited has
become a pioneer in giving multi-dimensional banking things and organizations with the
latest widespread standard advancements.
Survey result: Following table shows how Customers’ reacted on different statements
regarding online facility of Social Islami Bank Limited.
Statements Strongl Disagre Averag Somewha Strongl Total

y e e t y agree
disagre Agree
e
1. You don’t have complain about 0 0 0 11 29 40
Social Islami Bank Limited online
banking service.
2. Banks’ website provide correct 0 0 0 10 30 40
information.
3. Very often you visit Social 0 5 0 18 17 40
Islami Bank Limited’s official
website
bank executives specially trained
up to adjust with the online
banking service.
online banking service is provided
at reduced cost.
TOTAL = 0 5 0 56 139 200

Chart Title
35
30
25
20
15
10
5
0
1. You don’t have 2. Banks’ website 3. Very often you 4. SIBL’s bank 5. SIBL’s online
complain about provide correct visit SIBL’s executives banking service is
SIBL online information. official website specially trained provided at
banking service. up to adjust with reduced cost.
the online
banking service.
Strongly disagree Disagree Average Somewhat Strongly agree
Interpretation:
 About 25% of Customers' from the example happy with the cost charged by Social
Islami Bank Limited's for web-based banking administration
 About 20% of Customers' from the example accept that Social Islami Bank Limited's
bank officials very much prepared up to alter with the web-based banking
administration.
 About 22% of Customers' are happy with the site due to giving the right data.
 About 22% of Customers' have no bad things to say with respect to online
administrations of Social Islami Bank Limited. Altogether 195 reactions (139+56) out
of 200 considered firmly concurred and concurred which is the most noteworthy than
different suppositions which imply Customers' are extremely happy with the online
administrations gave by Social Islami Bank Limited.
C. ATM Card /Booth Facility:

Social Islami Bank Limited impelled ATM/Debit cards in the hour of 2011 which
incorporated another channel among their unavoidable customers for bringing in a constant
cash trade office. MasterCard in relationship with Social Islami Bank Limited impelled the
ace card Islamic charge, credit, and pre-loaded cards in Bangladesh in 2015. Starting there,
these cards have been totally reliable with Islamic Shariah laws and offer a vast expanse of
straightforwardness for the cardholders.

MasterCard cards in the bank's assortment contain the Fast cash check card, La Riba Visas in
Platinum, Gold, and Classic reach, and La Riba Hajj pre-loaded card. These cards offer the
most insignificant month-to-month consistency costs, 50 days with no additional charges and
cutoff points at over 600 transporters and dealers.
Survey Result: Following table shows how Customers’ reacted on different statements
regarding ATM card /booth facility
Statements Strongly Disagree Average Somewhat Strongly Tota

disagree Agree agree l
1. Your cheque book and 0 5 15 19 1 40
ATM card was delivered on
time.
2. You are satisfied with 0 0 0 10 30 40
SME banking, debit card,
credit card facilities.
3. You found Social Islami 0 10 5 14 11 40
Bank Limited master card
ATM booth every are as
you needed.
4. You feel secure 0 0 0 3 37 40
withdrawing money from
ATM booths
TOTAL = 0 10 5 38 79 160
Chart Title
40
35
30
25
20
15
10
5
0
1. Your cheque 2. You are 3. You found SIBL 4. You feel
book and ATM satisfied with master card ATM secure
card was SME banking, booth every are withdrawing
delivered on debit card, credit as you needed. money from
time. card facilities. ATM booths

Interpretation:
 About 47% of Customers' from the example have a sense of safety pulling back cash
from ATM stalls.
 About 38% of Customers' from the example are happy with ace card Islamic charge,
credit, and prepaid card.
 About 14% of Customers' discovered Social Islami Bank Limited ATM stall each
region they required.
 About 1% unequivocally concurred and 24% of Customers' concurred their check
book and the ATM card was conveyed on schedule. However, 13% differ that they
didn't get their check book and ATM cards inside the guaranteed time.
Altogether 117 reactions (38+79)) out of 160 considered unequivocally concurred and
concurred with which is the most noteworthy than different sentiments which mean
Customers' are to some degree happy with ATM card/stall office

Chapter Five
Findings and Recommendations

5.1 Findings
There are few areas found in qualitative research where Social Islami Bank Limited needs to
develop its performance to increase the level of Customers’ satisfaction. Such as,
1. Due to lack of ATM booth customers’ don’t get proper services and facilities.
2. Due to lack of employees, customers’ are not getting proper services.
3. Social Islami Bank, Savar Branch does not have proper service for corporate clients.
4. Social Islami Bank, Savar Branch does not have online service for nonresident clients.
5.2 Recommendations
1. Albeit Social Islami Bank Limited's web Banking Service is attractive while
differentiating and various banks. Regardless, to adjust capacity and keep them
arranged with the changing example Social Islami Bank Limited should reliably keep
refreshing their online organizations, a couple of recommendations for improving
their Online Services:
2. Social Islami Bank need to increase the number of ATM booth
3. Social Islami Bank need to increase student accounts facilities to motivate them
towards saving.
4. Increase number of employees to reduce the waiting time for the Customers’ at cash
department.
5. Social Islami Bank need to increase number of online services for corporate clients.
6. Increase number of online services for non-resident Bangladeshi by Social Islami

Bank Limited.
Conclusion
Social Islami Bank Limited is a non-government business Bank that is a phenomenal mix of
Shari'ah and Islamic banking. Among non-government business banks, Social Islami Bank
Limited Ltd. will be an accomplishment for monetary improvement. Notwithstanding dispute
among banks action in Bangladesh both nearby and around the globe, Social Islami Bank
Limited has expanded crucial ground under the umbrella of Islamic banking measures. In any
case, various people in our country have a misinformed judgment about Islamic banking
especially Social Islami Bank Limited Ltd. moreover, other Islamic banks. They can't find
any differentiation in its action between customary business Banks and Islamic Banks as they
have no indisputable idea viewing the activities similarly as an endeavor part of Islamic
banks. They need to understand that Social Islami Bank Limited is totally devoted to working
its activities as per Islamic Shari'ah and in this manner, it has assorted endeavor (credit)
modes, particular repayment plans, unmistakable installment technique, and a different
markup structure. Moreover has another Investment procedure. Bit by bit,
Customers/monetary experts are getting more benefit from the dealings of Islamic banking
because here the quarterly exceptional isn't charged and there is no credibility critical to be
changed over into head.
Social Islami Bank Limited endeavors to satisfy its customers' by giving different kinds of
organizations. From the report, we can see that it has successfully satisfied its Customers' and
going after their lacking also. To keep up the test with the ordinary and Islamic banks it
should improve their organization quality to attract more customers. Besides, they have
continually endeavored to keep awake with the furthest down the line development to give
the fastest help to their Customers'. To keep up with a plausible turn of events, Social Islami

Bank Limited should execute development and progression to ensure better and brief help.
Thus, they need to perceive their quality and need to recover their weak sides.
References
• Shah, R. (2017). How to Calculate a Customer Satisfaction Score with QuickTapSurvey.
QuickTapSurvey Blog. Retrieved 7 April 2017, from
http://www.quicktapsurvey.com/blog/2015/08/25/how-to-calculate-a-customer-satisfaction-score/
• Arlen, C. (2017). The 5 Service Dimensions All Customers Care About.
Serviceperformance.com. Retrieved 7 April 2017, from http://www.serviceperformance.com/the-
5-service-dimensions-allcustomers-care-about/
• Internship Report on Assessing Customer Satisfaction Level at Al-Arafah Islami Bank Ltd.
(2017).
• Scribd. Retrieved 7 April 2017, from https://www.scribd.com/doc/70411517/Internship-Report-
on-
Assessing-Customer-Satisfaction-Level-at- Social Islami Bank Limited.
• Bhave, A. (2017). Customer Satisfaction Measurement. Symphonytech.com. Retrieved 7 April
2017, from http://www.symphonytech.com/articles/satisfaction.htm

Appendix
“An Evaluation of Customer Satisfaction of Social Islami Bank Limited: A
Study on Savar Branch”
I pledge to you, that the above information will not be disclosed by any means and also that
the respondents will surely be kept unidentified.
Thank you.
Age: 18-25 26-33 34-50 Gender: Male
51-Above
Female
Occupation Student Homemaker Service Businessman
Teacher
Please select your answer with a tick mark)
Please show the extent to which you believe SOCIAL ISLAMI BANK LIMITED has the
feature described in the statement.
Write number (1, 2, 3, 4, and 5) that best shows your perceptions.
Point 1 2 3 4 5
Level of satisfaction Strongly Disagree Average Agree Strongly
disagree agree
The questions written below have been created for the purpose of acquiring data to perform
an evaluation to measure the level of customer satisfaction at Social Islami Bank.
A. Statements of Dimensions
1. Statements in the Tangible Dimension

Statements Strongly Disagree Average Agree Strongly
agree
disagree
5. Social Islami Bank
Limited has modern
looking equipment and
technologies that better
satisfy your needs
6. Social Islami Bank
Limited has convenient
business hours.
7. The sitting arrangement is
comfortable and enough
8. Bank environment is
satisfactory
2. Statements in the Reliability Dimension

agree
disagree
1. You found Account opening
process of Social Islami Bank
Limited is efficient
2. Employees are
knowledgeable about the
offerings
3. If Social Islami Bank Limited
promises to do something by
a certain time, it does so.
4. If you have a problem,
employees give easy and
appropriate solution of your
problems
5. Social Islami Bank Limited
completes your transactions
rapidly.
3. Statements in the Responsiveness Dimension

agree
disagree

1. Every time error free record
provided to you
2. The officers at customer
service correctly answered
your required inquiries.
3. The staff and employees of
the bank are helpful and
cordial.
4. The amount of time taken at
cash counter to deliver service
to you was enough.
5. The competence and
knowledge of officers about
banking system is good.
4. Statements in the Assurance Dimension

agree
disagree
1. You always feel confident and have
trust on the officers at customer
service.
2. Your cheque book and ATM card
was delivered timely and efficiently
3. You feel secure in your transactions
with Social Islami Bank Limited
\
5. Statements in the Empathy Dimension

agree
disagree
1. Service charges of Social Islami
Bank Limited are reasonable as
comparatively to other banks.
2. Social Islami Bank Limited’s
Employees understand your specific
needs.
3. Social Islami Bank Limited
products and services serve best
interests of customers.

B. Online facility
Statements Strongl Disagree Average Somewhat Strongly

Agree agree
y
disagree
1. You don’t have complain
about Social Islami Bank
Limited online banking
service.
2. Banks’ website provide correct
information.
3. Very often you visit Social
Islami Bank Limited’s official
website
4. Social Islami Bank Limited’s
bank executives specially
trained up to adjust with the
online banking service.
5. social islami bank limited’s
online banking service is
provided at reduced cost.
C. ATM Booth Availability
Statements Strongly Disagree Average Somewhat Strongly

Agree agree
disagree
1. Your cheque book and ATM

card was delivered on time.
2. You are satisfied with SME
banking, debit card, credit
card facilities.
3. You found Social Islami
Bank Limited ATM booth
every areas you needed.
4. You feel secure withdrawing
money from ATM booths
0 Thank you very much for your time, co-operation & patience

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An Evaluation of the Customers’ Satisfaction of Social Islami Bank

Limited: A Study on Savar Branch

Gouranga Chandra Debnath

Rakib Hasan Srabon

Daffodil International University

© Daffodil International University i

Gouranga Chandra Debnath

Subject: Internship report on “An Evaluation of the Customers’ Satisfaction of Social

© Daffodil International University ii

© Daffodil International University iii

I wish him every success in life.

© Daffodil International University v

© Daffodil International University vi

© Daffodil International University vii

© Daffodil International University viii

© Daffodil International University ix

1.2 Background of the Study:

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1.3 Objectives of the Study

1.4 Methodology of the Study

 Primary Data Collection

 Secondary Data Collection

© Daffodil International University 2

I utilized comfort examining, a sort of non-likelihood inspecting strategy. Comfort examining

1.5 Limitations of the Study

Revealing and study impediments are as per the following:

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2.2 History of Bank

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2.3 Journey with New Logo:

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 High-quality financial services with the latest technology.

2.6 Vision of SIBL

2.7 Objectives of SIBL

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2.8 Functions of SIBL

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 As demonstrated by Kotler et al (1999), culture impacts a person's necessities and lead

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• Tangibles- It means appearance of physical facilities, equipment, personnel, and

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Figure: Exploratory Sequential Mixed Method

Analysis of the Survey Report

The Rating Scale

Analysis of Survey Report

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Age Group frequency:

Age Group Frequency Percentage

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A. Analysis of Five Dimensions:

Statements Strongly Disagree Average Agree Strongly Total

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© Daffodil International University 16

Here we can see that,

 Around 29 individuals emphatically concurred which implies 73% of Customers' are

Statements Strongly Disagree Average Agree Strongly Total