internship report on customer satisfaction of fsibl-2011.doc

8/14/2019 Internship Report on Customer Satisfaction of FSIBL-2011.doc

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PART: 01

INTRODUCTION1.1 Introduction:

The internship is a dynamic approach for practical knowledge gathered

at this study. My effort was for practical job experience through

internship for business communication skills as well as banking sectors.

Financial market has turned into a buyers market. Banks are also

changing with time and trying to become one-stop financial supermarket. s a student of MB for the re!uirement of the internship

program" # was assigned to The F$#B% for my practical orientation. The

information regarding- this research has collected from my personal

experience as # am an employee of F$#B%. # belie&e the internship will

pro&ide me necessary knowledge to work in the banking sector and also

help me to build a flourish career.

1.2 Background of the tud!:

This report is done as partial re!uirement of the ' months internship

program for the MB students of Finance and Banking" #nternational

#slamic (ni&ersity )hittagong *+haka campus,. The internship work is

done on a bank" namely First $ecurity #slami Bank %imited *F$#B%,. The

students were asked to prepare reports on their assigned jobs after the

completion of the #nternship in the respecti&e organiations. The topic of

the report is Measuring )ustomer satisfaction about different /roducts

0 $er&ices of First $ecurity #slami Bank %imited1. #t had to study different

documents" presentations" and statistics of F$#B%. #t had to maintain

confidentiality and expose only what can be entitled to Farida Begum

+epartment of 23M +arul #hsan (ni&ersity *#B$, 45" +hanmondi" +haka-


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6'78. has kindly guided in internship phase as well as final report

creation.

1." #u$tification of the tud!:

The economy of our country has a lot left to be desired and there are

lots of scopes for massi&e impro&ement. #n an economy like this"

banking sector can play a &ital role to impro&e the o&erall social-

economic conditions. s our country is an under de&elop country" the

banks play the role of an intermediary and can mobilie the excess fund

of surplus sectors to pro&ide necessary finance" to those sectors" which

are needed to promote the sound de&elopment of the country. The

banks pro&ide different types of product and ser&ices to its counter

parts" like

general banking ser&ices or finance or in&esting which results

transaction of currency. To do this they also need capital" assets and

other factors which effects directly in the bank performance. This report

will help to understand the customer satisfaction about the ser&ices of

F$#B%. s a result" we can ha&e a clear idea about customer satisfaction

about the different ser&ices of F$#B%.

1.% co&e of the Re&ort:

F$#B% is always trying to impro&e their customer ser&ice in e&ery sector"

but in todays competiti&e business world" banks need to offer additional

concentration to the clients re!uirements in order to say at the top.

Therefore" besides dealing with the general attributes of differentproducts" # ha&e been trying to put more emphasis on the customer

benefits and other customer related facilities in this report while # ha&e

been doing my internship.

1.' O()ecti*e$ of the Re&ort:


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1.'.1 Broad O()ecti*e$:

The broad objecti&e of this report is to find out the customer satisfaction

about different products 0 ser&ices of F$#B%.

1.'.2 BASIC Bank Ltd.

To find out the different products 0 ser&ices of F$#B% that is

offered to its clients.

To identify the satisfaction le&el of different products and ser&ices

of F$#B%.

To identify the weakness and problems of F$#B%.

1.+ ,ethodo-og!:

1.+.1 T!&e$ of Re$earch:

#t is a descripti&e research in nature.

1.+.2 ource$ of Data:

2a&e collected data from the two uni!ue sources9 one is primary sourceand another is secondary source.

1.+.2.1 Priar! ource$:

)on&ersation and !uestioning with the different clients by

!uestionnaire sur&ey.

:bser&ing the total en&ironment.

1.+.2.2 econdar! ource$:

econdar! Data:

$econdary data is data collected by someone other than the user.

$econdary data are &ery much important for conduct an efficient study
http://en.wikipedia.org/wiki/Datahttp://en.wikipedia.org/wiki/Data


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and to ha&e faithful result. The major sources of secondary data that

used in the report are gi&en below;

Brochures of F$#B%.

nnual report of F$#B%.

+ifferent circular sent by F$#B%.

:fficial website.

1.+." Data Co--ection Procedure:

1.+.".1 ,ethod$ of Priar! Data Co--ection Procedure:


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1.+.'.' a&-e ie:

# ha&e taken 87 clients as my sample.

1.+.+ Data ana-!$i$ and re&orting:

M$ >ord" M$ ?xcel was used to analye the data. +ifferent tables and

graphs were used to make the data meaningful.

1.3 4iitation$:

%imited time of internship program.

%ack of ade!uate knowledge about any other organiation.

#t was &ery difficult to collect data" which is &ery essential.

%ack of customer co-operation.

PART: 02

AN O5R5I6 O

T7 BAN8The 9ir$t ecurit! I$-ai Bank 4td was incorporated as a publiclimited company as on ugust '4" 6444 under the )ompany act [email protected] Bank started its commercial operation on ugust '4" 6444. The Bank


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has made a significant progress within a &ery short period of itsexistence 0 occupied an en&iable position among its competitors afterachie&ing remarkable success in all areas of business operation. Theauthoried capital of the Bank is Tk.@"A77 Million 0 /aid up capital of thebank stood at T. C"7CA Million as on +ecember C6" '767. The total

e!uity *capital 0 reser&es, of the Bank as on +ecember C6" '767 stoodat T. A"CA' million.

ir$t ecurit! I$-ai Bank 4td started its operation on the :ctober

'8" 6444 as a Third Deneration #slamic Bank in close co-operation 0

assistance of some renowned personalities of our )ountry. Mr.

Mohammad $aiful lam is the )hairman 0 Mr. ..M. Eakaria is the

Managing +irector of First $ecurity #slami Bank %td. Targeting /o&erty"

ir$t ecurit! I$-ai Bank 4td is indeed a concept of '6

st

centuryparticipatory three sector banking model in one; in the formal sector" it

works as an #slamic participatory )ommercial Bank with human face

approach to credit 0 banking on the profit 0 loss sharing; it is a =on-

formal banking with informal finance 0 credit package that empowers 0

humanies real poor family 0 create local income opportunities 0

discourages internal migration9 it is a de&elopment bank intended to

monetie the &oluntary sector 0 management of >a!f" Mos!ue

properties 0 introducing cash >a!f system for the first time in the

history. #n the formal corporate sector" this bank would" among others"

offer the most up to date banking ser&ices through opening of &arious

types of deposit 0 in&estment accounts" financing trade" pro&iding

letters of credit" collection of bills" leasing of e!uipment 0 consumers

durable" hire purchase 0 installment sale for capital goods" in&estment

in low-cost housing 0 management of real estates" participatory

in&estment in &arious industrial" agricultural" transport" educational 0

health project 0 so on.

#n the in-formal non-corporate sector" it would" among others" in&ol&e in

opening 0 introducing &arious sa&ings 0 micro credit in&estment 0

custom tailored group programs" designed for small entrepreneurs"


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marginal farmers" land less laborers" unemployed educated youth5semi

skilled people etc. #n the &oluntary5third sector" it would" among others"

in&ol&e in the de&elopment 0 joint-&enture projects for management of

2ajj affairs" de&elopment 0 management of non-profit foundations"

)haritable trusts 0 organiations" de&elopment 0 management of funds

in&ol&ing welfare of women 0 non-Muslim minorities 0 so on. #n addition"

First $ecurity #slami Bank %td. offers special ser&ices for the Bangladeshi

expatriates which include managing their foreign currency accounts"

pro&iding express home remittance ser&ices" introducing )ooperati&e

#n&estment $chemes etc.

Basic accounting system of the bank branches has been fullycomputeried to minimie cost 0 risk to optimie benefits 0 increase

o&erall efficiency for impro&ed ser&ices. The bank is capable of

generating the rele&ant financial statements at the end of the day. On;

-ine (anking is going to be introduced by the bank from the

commencement of the business.

First $ecurity #slami Bank %td. is indeed a concept of '6stcentury for that

they use on-line banking systems. They will make a negotiation with+utch Bangla Bank %td. for using their TM booths 0 &ery soon they will

open a huge number of TM booths in their own accord of Business for

impro&ing their online ser&ice 0 smooth banking operation for the

customers.

They ha&e successfully opened fourteen new branches 0 fi&e $M?

centers during the year '774 0 6A new branches 0 two $M? ser&ices

centre during the year '767. =ow the Bank has G branches in all o&erthe Bangladesh.


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2.1Vision

To (e the uniea-th? th in $hareho-der=$ e


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to contribute in sustainable economic growth9

to help in po&erty alle&iation 0 employment generation9

to introduce fully automated systems through integration ofinformation technology9

to ensure an ade!uate rate of return on in&estment9

to maintain ade!uate li!uidity to meet maturing obligations 0

commitments9

to de&elop 0 retain a !uality work force through an effecti&e

2uman 3esources Management system9

to ensure optimum utiliation of all a&ailable resources9

To pursue an effecti&e system of management by ensuring

compliance to ethical norms" transparency 0 accountability at all

le&els.

2.%Strategies of First Security Islami Bank Ltd.

The $trategie$ of ir$t ecurit! I$-ai Bank 4td inc-ude:

to stri&e for customers best satisfaction9

to manage 0 operate the bank in the most efficient manner9

to identify customers needs 0 monitor their perception towards

meeting those re!uirements9

to re&iew 0 update policies" procedures 0 practices to enhance the

ability to extend better ser&ice to customers9


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to train 0 de&elop all employees 0 pro&ide them ade!uate

resources so that customers needs are reasonably addressed9

to promote organiational effecti&eness by openly communicating

company plans" policies" practices 0 procedures to employees in a

timely fashion9

to culti&ate a congenial working en&ironment9

to increase direct contact with customers in order to culti&ate a

closer relationship between the bank and its customers.

2.'Head Office Branc!es

The2ead office of the Bank is situated at 'C" +ilkusha )5" +haka-6777"

Bangladesh. There are A branches of the bank situated in different

locations of Bangladesh. The principal branch of the Bank is also situated

at 'C" +ilkusha )5" +haka-6777" Bangladesh.

PART: 0"

PRODUCT ANDR5IC


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".1"e#osit Sc!emes

:ne of the primary functions of a banker in banking corporations is to

accept deposit of money from the public. There are &arious kinds of

deposit accounts like-

,udara(a a*ing$ De&o$it @,D

A- 6adiah Current De&o$it @A6CD

,udara(a Ter De&o$it Recei*e @,TDR

,udara(a hort Notice De&o$it @,ND

,udara(a ,i--ionaire De&o$it chee @

,udara(a ,onth-! Profit De&o$it chee

,udara(a De&o$it Dou(-e chee @,DD

,udara(a ducation De&o$it chee @

,udara(a ,arriage De&o$it chee @

,udara(a Pen$ion De&o$it chee @

,udara(a 7ea-th Care De&o$it chee @

A-;6adeeah Current P-u$ Account @

A-;6adeeah Preiu Account @

,udara(a tudent @$choo- Banking a*ing$ Account @

".$.$. Mudaraba Savings "e#osit %MS"&

$a&ings deposit accounts are suitable for sa&ers who want to sa&e for

meeting the future social" economic" educational and religious needs.

These deposit accounts are for people who do not want to withdraw

fre!uently or who do not want to keep money for fixed and long period.


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#t is a midway between current deposits and fixed deposits. $o sa&ing

accounts are intended for indi&idual sa&ers and not suitable for business

concerns that re!uire fre!uent withdrawals.

$a&ings accounts are interest bearing deposit accounts. The drawings

are restricted in respect of both the amount of withdrawal and the

fre!uency thereof during a week. But no restriction is imposed in case of

deposit of money. Profit Rate: ".'.

".$.' (l )adia! *urrent "e#osit %()*"&

current account is running and acti&e account which may be operated

upon any number of times during a working day. The depositor can

freely deposit5withdraw money as many times as he5she feels necessary

in a working day. ccount can be drawn upon by che!ue" without any

prior notice and without obtaining permission. The current deposits

functionally are deposits ha&ing highest amount of li!uidity. The bank"

therefore" do not pay any interest on

current deposits. :n the other hand" bank imposes ser&ice charge for

such types of accounts. From this point of &iew" current accounts yield

negati&e return to account holders.

The current deposit holders enjoy certain pri&ileges compared to a

sa&ings deposit account holder.

These facilities are as follows;

:&erdraft facilities are gi&en to current deposit account holders

only.

The loans and ad&ances are normally sanctioned by the banks

through current accounts. These are not gi&en in cash but are

credited to the current accounts.


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current account may be opened by an indi&idual" firm" company" club

or an association after duly meeting all the formalities.

".$.+ Mudaraba ,erm "e#osit -ecei#t %M,"-&

There are some people who ha&e surplus funds which will not be

re!uired by them in near future. $uch people want to keep these funds

in a bank for a specific and long period to earn more profit. The duration

of these accounts &aries. For different duration profit paid is also

different. s the duration increases" rate of profit also increases. Term

deposits are kept with the bank for a fixed amount of time and the

depositors gets a certain amount of profit from it. fter the period is

o&er" the depositor can en-cash *co&er, the deposit and take the whole

amount or may again open another MT+3.

Fixed deposits are important sources of funds to the bank. These add to

the stability and growth of the banks deposit structure.

Profit rate:

or 1 onth &eriod: 10;12

or " onth$ &eriod: 12

or + onth$ &eriod: 12

or 12 onth$ &eriod and a(o*e: 12

".$. Mudaraba S!ort /otice "e#osit %MS/"&

There are people and organiations that want both li!uidity and return

on their deposits. They want to keep funds in a bank so that it can be

withdrawn without any restriction. But they want

to earn some interest meanwhile. For them neither current account is

suitable" nor sa&ings and fixed deposit. The rates of profit on such types

of deposits are lower because the bank holds the fund for a short period

only. Profit rate i$ ".'.


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".$.0 Mudaraba Millionaire "e#osit Sc!eme %MM"S&

The person who wants to be Millionaire" he5she can open this scheme.

They can open this scheme for 68" '7" '8 years. The monthly

installments of this scheme are;

ear ,onth-! In$ta--ent Aount Pa!a(-e

1' '887 6"774"AA4

20 6@67 6"77C"6'

2' C7 6"766"'8


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+.$.1 Mudaraba Mont!ly 2rofit "e#osit Sc!eme

fixed amount sa&ed by the client for a period of time where they can

take their profit e&ery month up to the maturity. The maturity period is C

*three, years. They can also open a sa&ings account. They can in&est

7H up to their sa&ings.

Ca-cu-ation of ,udara(a ,onth-! Profit De&o$itchee

Profit Rate: 12

#nstallment5

=o. :f

Iear

877 6777 6877 '777 '877 8777 67777 68777 '7777 '8777

8 @7"87

6"G77

6"''"887

6"AC"C87

'"7@"'77

@"7"C87

"6A"G77

6'"'8"787

6A"CC"@77

'7"@6"G87

7"777

6"84"487

'"C4"477

C"64"477

C"44"87

4"44"A87

68"44"C77

'C"4"487

C6"4"887

C4"4'77

67 6"68"787

'"C7"787

C"@8"677

@"A7"677

8"G8"677

66"87"'77

'C"77"@77

C@"87"A77

@A"77"77

8G"86"777

".$.3 Mudaraba "ouble "e#osit Sc!eme

#n this scheme people ha&e to deposit their money for six years and after

six years" their deposit money will be double with profit. They can open a

sa&ings account. They will also pro&ide +ebit and )redit card. They can

in&est their money u# to 456 after t7o years.

".2. IB4 Ne> Product$:

First $ecurity #slami Bank %td. recently announces few new products forincreasing the customer ser&ices. The new products details are asfollows;

,udara(a ducation De&o$it chee

,udara(a ,arriage De&o$it chee


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,udara(a 7ea-th Care chee

,udara(a Pen$ion De&o$it chee

,udara(ah a-ar! Account

,udara(ah uture Citien a*ing$ Account @choo-Banking

A-;6adeeah Current P-u$ Account

,udara(a enior Citien a*ing$ Account

A-;6adeeah Preiu Account

".2.1 ,udara(ah ,arriage De&o$it chee

@Bondhoneature$:

Meet the ?xpenditure of Marriage.

$a&ings will be accumulated in monthly installments.

#nstallments can be deposited in any branch 0 any working day

of the months without any late fees.

$ie of monthly installments are T. 8775-" T. 67775-"

T.'7775-" T. '8775-" T. 8"7775-" T. 67"7775-" T. 68"7775-" T.

'7"7775- 0 T. '8"7775-

Maturity periods are 8" " 67" 6'" 68 0 '7 years.

T. 677"777 *:ne %ac Taka, :nly %ife #nsurance Facility. J

#n&estment Facilities against +eposit. J

Tax will be applicable.

,udara(a ,arriage De&o$it chee


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".2.2 ,udara(ah 7ea-th Care De&o$it chee

@Nirao!eature$:

Meet the ?xpenditure of Treatment.

$a&ings will be accumulated in monthly installments.

#nstallments can be deposited in any branch 0 any working

day of the months without any late fees.


T.'7775-" T. '8775-" T. 8"7775-" T. 67"7775-" T. 68"7775-"

T. '7"7775- 0 T. '8"7775-.

Maturity period can be C" 8" 0 67 years.



Tax will be applicable

,udara(a 7ea-th Care De&o$it chee

Taka 5Iears

877 6777 '777 '877 8777 67777 68777 '7777 '8777 /rofit3ate

8Iears

@787

6G77 6ACC87

'7@'77 @7C87

6AG77 6''8787

6ACC@77

'7@6G87

6'H

Iears 7777 684487 C64477 C4487 G44A87 6844C77 'C4487 C64887 C44'77 6'H

67Iears

668787

'C7787

@A7677

8G8677 6687'77

'C77@77

C@87A77

@A7777

8G86777

6'H

6'Iears

684887

C64677

AC687

G4GG77 6848C87

C647A87

@G8487

AC6'87

G4GA887

6'H

68Iears

'@477

@44A77

444'77

6'@4777

'@4G487

@44887

G@4CG87

4446A87

6'@4887

6'H

'7Iears

@4@A87

44C77

64G887

'@GC687

@4@AC77

44'A77

6@C87

64G8687

'@GC6@77

6'H

Taka5Iears

877 6777 '777 '877 8777 67777 68777 '7777 '8777 /rofit3ate

C Iears '6A77

@C677

A'77

67GG77

'68@77

@C777

A@A'77

A6887 67GA487

6'H

8 Iears @787

6G77

6ACC87

'7@'77

@7C87

6AG77

6''8787

6ACC@77

'7@6G87

6'H

Iears

7777

684487

C64477

C4487

G44A87

6844C77

'C4487

C64887

C44'77

6'H

67Iears

668787

'C7787

@A7677

8G8677

6687'77

'C77@77

C@87A77

@A7777

8G86777

6'H


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".2." ,udara(a ducation De&o$it chee @A-o

eature$:

Meet the expenditure for ?ducation of )hildren

$a&ings will be accumulated in monthly installments

#nstallments can be deposited in any branch 0 any working day of

the months without any late fees.

$ie of monthly installments are T. 8775-" T. 67775-" T.'7775-"

T. '8775-" T. 8"7775-" T. 67"7775-" T. 68"7775-" T. '7"7775- 0T. '8"7775-

Maturity period can be 8" " 67" 6' or 68 years.



Tax will be applicable

,udara(a ducation De&o$it chee

Taka 5Iears

877 6777 '777 '877 8777 67777 68777 '7777 '8777 /rofit3ate

8Iears

@787 6G77 6ACC87

'7@'77

@7C87

6AG77

6''8787

6ACC@77

'7@6G87

6'H

Iears

7777 684487

C64477

C4487

G44A87

6844C77

'C4487

C64887

C44'77

6'H

67Iears

668787

'C7787

@A7677

8G8677

6687'77

'C77@77

C@87A77

@A7777

8G86777

6'H

6'Iears 684887 C64677 AC687 G4GG77 6848C87 C647A87 @G8487 AC6'87 G4GA887 6'H

68Iears

'@477

@44A77

444'77

6'@4777

'@4G487

@44887

G@4CG87

4446A87

6'@4887

6'H


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".2.% ,udara(a Pen$ion De&o$it chee @O(o$hor

eature$:

$a&ings for better Future

$a&ings will be accumulated in monthly installments

#nstallments can be deposited in any branch 0 any working day

of the months without any late fees.


T.'7775-" T. '8775-" T. 8"7775-" T. 67"7775-" T. 68"7775-" T.

'7"7775- 0 T. '8"7775-

Maturity period can be 8" 67" 68 0 '7 years.



Tax will be applicable.

,udara(a Pen$ion De&o$it chee @Aendent

".2.' ,udara(ah uture Citien a*ing$ Account@Onkur @choo- Banking

Taka5

Iears

877 6777 '777 '877 8777 67777 68777 '7777 '8777 /rofit

3ate8

Iears@78

76G77 6ACC87 '7@'7

7@7C8

76AG7

76''878

76ACC@7

7'7@6G8

76'H

67Iears

668787

'C7787

@A7677 8G8677

6687'77

'C77@77

C@87A77

@A7777

8G86777

6'H

68Iears

'@477

@44A77

444'77 6'@4777

'@4G487

@44887

G@4CG87

4446A87

6'@4887

6'H

'7Iears

@4@A87

44C77

64G887

'@GC687

@4@AC77

44'A77

6@C87

64G8687

'@GC6@77

6'H


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eature$:

To buildup sa&ings habit and familiarie new generation with

banking system.

Minimum account opening deposit T. 677.

=o minimum balance re!uired to maintain.

Monthly highest depositor will be rewarded with attracti&e gift

&oucher :pening deposit may be T. 677.

*K, H /rofit is applicable daily basis for this account.

ccount holder will recei&e an TM card at free of cost. J

Free )he!ue Book. J

ccount holder may pay tuition fees through the accounts. J

".2.+ ,udara(ah a-ar! Account @Pra&ti

eature$:

#ndi&idual account for employees of different )orporate 2ouses"

offered to facilitate the disbursements of their monthly salaries.

The organiation needs to ha&e a minimum of 67 employees and a

payout of Tk. 6"77"7775- *:ne %ac Taka, per month and an a&erage

salary per employee of Tk. 67"7775- per month.

*K, GH /rofit is applicable for this account.

=o ccount Maintenance Fees.

=o minimum balance re!uired.

#n&estment facility at preferential rates */ersonal loan" 2ome loan"

uto loan,. J Free $M$ Banking.

677 leafs che!ue book free. J

Free TM )ard. J


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".2.3 ,udara(a enior Citien a*ing$ Account@Pro(in

eature$:

sa&ings account for senior citien aged A7 years or abo&e.

*K, GH /rofit is applicable for this account.

/rofit will add on daily basis and will be credited monthly.

Minimum account opening balance is Tk. 8"777.

Free TM )ard. J

Free $M$ Banking.


'7H discount on locker charges *applicable for branches ha&inglocker facility, subject to a&ailability.

".2. A-;6adeeah Current P-u$ Account @,or)ada

eature$:

Freedom of unlimited transactions.

Minimum account opening balance re!uirement is B+T 68"777.

Free intercity transaction.

Free TM card. J

Free 677 leafsche!ue book. J

Free $M$ Banking.


".2.E A-;6adeeah Preiu Account @hoan

eature$:

=on interest-bearing account.

Freedom of unlimited transactions.

The minimum account opening balance re!uirement is B+T

'8"7775-.


22/68

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=o intercity transaction fee.


Free TM )ard. J

Free $M$ Banking.

$pecial counter in the Branches for the /remium )lients.


J)ondition pplied

"."Locker Service

For safekeeping of customerLs &aluables like important documents and

goods like jewelries and gold ornaments" F$#B %ocker $er&ice is a&ailable

in most of the Branches in urban areas.

Nature of er*ice )ustody of %ocker 5 $afe

Nature ofCharge$

3ent

4ocker A*ai-a(-e Branche$:

Dhaka Di*i$ion Chittagong Di*i$ion

+hanmondi /robartak Mor

Banani grabad

Mirpur

Dulshan

8hu-na Di*i$ion !-het Di*i$ionhulna Branch $ylhet

Biswanath


23/68

3

+. 8tility Bill -eceive

#n the formal corporate sector" this Bank would" among others" offer the

most up-to date banking ser&ices through collection of bills like as >$

bill" Bangladesh Telephone and Telegraph bill and ?lectric bill.

".0 9: Banking

An! Branch Banking

The Bank has introduced :nline Banking amongst A8 branches and 7

$M? )enter of F#3$T $?)(3#TI #$%M# B= %T+ through which our

customers ha&e access to their account from another branch.

AT, @De(it Card

F#3$T $?)(3#TI #$%M# B= %T+ has introduced TM +ebit )ard ser&ice

since March '77G through +utch -Bangla Bank TM booths within the

country. nybody" who has a )urrent5$a&ings5$hort =otice +eposit

ccount at any branch" he5she can apply for TM +ebit )ard from that

branch. 2e5she also can apply for one or more TM )ard against a single

deposit account as mentioned abo&e.

Benefit$ of AT, De(it Card er*ice:

- )ustomer can get '@-hour )ash >ithdrawal ser&ice including holidays.

".1 Online Banking

F$#B ha&e set up >ide rea =etwork through 3adio" Fibre-:ptics 0 other

a&ailable communication media systems to pro&ide any branch banking

to our customers.

)ustomer of one branch is now able to deposit and withdraw money at

any of our branches. ll Branches are included in our >ide rea


24/68

3

=etwork.

=o TT5++ or cash carrying will be necessary.


25/68

3

+.3 chedu-e of Bank Charge$FCoi$$ion

chedu-e of Bank Charge$FCoi$$ion in re$&ect of In-andF On-ineTran$action.

-.No.

T!&e$ of er*ice Nature of Charge$ Rate of Charge$FCoi$$ion

6 )urrent ccount 5$T+ ccount

Maintenance)hargesccount )losing)harges

Tk.877.77 *2alf yearly,

Tk.C77.77' $a&ings ccount Maintenance

)harges

ccount )losing)harges

Tk.C77.77 *if a&erage +eposit balanceabo&eTk.'8"7775- *2alf yearly,.Tk.677.77 *if a&erage +eposit balanceTk.'8"7775-,

Tk. =il *if &erage +eposit balanceTk.8"7775-,.

Tk.'77.77

C )he!ue Book#ssue

)harges 67 pages Tk.'8.77'8 pages Tk.87.7787 pages Tk.677.77

@ )ollection *%ocal,

a. )ollection of%ocal )he!ues

b. )ollection ofoutstationche!ues5bills*clean5documentary,

c. )he!uereturnedunpaid from)learinghouse )harge

)on&eyance at actual

Minimum Tk.875- per instance

i, (pto Tk.'8"7775- 7.'7H Min. Tk.875-ii, bo&e Tk.'8"7775- but not exceedingTk.6.77 lac7.'7H Min.Tk.6775-iii, bo&e Tk.6.775- %ac but not exceedingTk.8.77lac 7.68H Min.Tk.'775-i&, :&er Tk.8.77 lac 7.67H Min.

Tk.6"7775- Max.Tk.'"7775-

Tk.677.77


26/68

3

d. Bounced)he!uedrawn on us*)ash)learing or

Transfer,

e. /ostage*3egd.,

f. Fax

g. Telephone

h. e-mail5$M$

)harge

)harge

)harge

)harge

#nward ; Tk.677.77:utward ; Tk.677.77

t ctual Minimum Tk.87.77

Tk.87.77 *per page,

Tk.87.77 */er Minute,

Tk.87.77

8 a. ++5TT issued

b. )ancellation of++5TT5/:5 $+3

c. #ssuance of+uplicateinstrument

d. /ay :rder #ssue

)ommission

)ommission

)ommission 7.68H

)harges Tk.'8.77Telegram ; t actual min Tk.87.77Telex ; t actual min Tk.87.77

Tk.677.77 *Flat,

Tk.677.77 *Flat,

a, (pto Tk.6"777.77 Tk.68.77

b, bo&e Tk.6"777.77 but not exceedingTk.6.77 lac- Tk.'8.77c, bo&e Tk.6.77 %ac but not exceedingTk.8.77 %ac- Tk.87.77d, bo&e Tk.8.77 Tk.677.77

A #nland Bills/urchased*Taka,

)ommission

/ostage )harges

e-mail5$M$)harges

Fax )harges

Telephone

(pto Tk.6.77 lac 6.'8H min. Tk.'87.77(pto Tk.8.77 lac 6H min. Tk.6877.77:&er Tk.8.77 lac 7.G8H min.Tk.8"777.77

t actual min. Tk.68.77

t actual min. [email protected]

Tk.'8.77 per minute Min. [email protected]

t actual min. Tk.87.77


27/68

3

)harges

G $tanding#nstruction

)ommission Tk.87.77

)harges of /arcel )ommission [email protected] for each parcel for first 67 days

0additional Tk.67.77 for e&ery subse!uent67 days orpart thereof.

4 Dodown )harges

a. )lientsDodownunder Banks)ustody

b. Banks rentedDodown

)lients Dodownunder Bankscustody

i, 3ent

ii, #nsurance

iii, $alary 0llowances ofDodown staff

i, 3ent

ii, #nsurance

iii, $alary 0llowances ofDodown staff

:n )lients 5)

:n )lients 5)

:n )lients 5)

:n )lients 5)

ctual rate for floor space occupied plusproportionate maintenance cost.

To be realied from the clients

proportionately

+o

67 %ocker a, 3ent*nnually,;i, $mall

ii, Medium

iii, Big

$ecurity moneyfor key of eachlocker

Tk.6877.77

Tk.'777.77

Tk.'877.77

Fixed Tk.'"877.77

66 $ol&ency)ertificate

Tk.C77.77

6' Transfer of 5) Tk.'77.77


28/68

3

fromone branch toanother

6C 5)$tatement5Balanc

e)onfirmation)ertificate

)ertificate for B:

/er year =il N Two Times *per year,

Tk. '77 per instance N in addition to o&ertwo times*per year,

Tk. 677 per instance6@ 3e-$chedule

)harges)harges 7.67H Min. Tk.6"7775-

68 :nline )harges; a, )ash withdrawal limit Tk.8"77"777.77 *Fi&e %ac, b, +eposit5 Transfer amount -(nlimited

c, :fficials of F$B% may be allowed to a&ail of the online banking facilities free ofcharges up to the limit of his5her monthly gross salary" subject to prior appro&al to branchManager d, :nline transaction will be closed at C.77 pm and after C.77 pm if any partyseeks transfer5deposit5withdrawal any fund then T.T. cost will be applicable.

Note: 5AT G other Ho*t. 4e*ie$ are a&&-ica(-e a$&er Ho*t. 4a>$.

". Other$

- )ustomers can +eposit5>ithdraw money from any of our branches or

Transfer money within our branches.

- /rompt $er&ice

- $a&es time and effort of the customers

".E "emand "raft %"."&

+emand +rafts are used to send money within or outside of the clearing

house area. That means somebody can send money within +haka city as

well as outside of +haka city with ++s. ++ is drawn on another Bank of

branch and the payment is also made by it. $omebody willing to issue a

++ fills up the ++ application form and deposits money in the cash desk


29/68

3

with the cash deposits slip *in case of cash payment" e!ui&alent to the

++ amount and ser&ice charge,. For account holders" debit &ouchers are

used to debit the account.

".102ay Order %2O&

/: is also used to remit fund like a ++. The main difference is that

unlike ++ the issuing bank branch itself pays the amount of a /ay :rder.

t the same time" /: is used to send money within the clearing area

only. The basic process of issuing a /: is same like issuing a ++.

".11 er*ice$ &ro*ided (! ,ir&ur Branch:

First $ecurity #slami Bank %td. Mirpur Branch" +haka is basically di&ided

in A *six, departments.

)ustomer $er&ice +epartment

)ash +epartment

)learing +epartment

Foreign ?xchange +epartment

#n&estment +epartment

ccounts +epartment

".11.1*ustomer Service "e#artment

:ne of the building blocks of competiti&e ad&antage of an organiation is

its customer responsi&eness. To achie&e superior customer

responsi&eness an organiation must be able to do a better job than


30/68


31/68

3

,udara(a a*ing$ De&o$it$ @,D

A- 6adiah Current De&o$it @A6CD

,udara(a Ter De&o$it Recei*e @,TDR

,udara(a hort Notice De&o$it @,ND

=ow-a-days under the strict monitoring of Bangladesh bank" there are

se&eral criteria that a client must fulfill as he5she5an organiation wishes

to open an account. The basic criteria are discussed below;

ccount :pening Form *:F, duly filled and signed

$ignature cards properly signed

pplicant introduced by an authoried person such as account

holder or employee of F#3$T $?)(3#TI #$%M# B= %T+ or by a

respectable person acceptable to the bank.

Two copies of passport sied photographs which are attested by

the introducer.

=ame of nominee written and photograph *one copy, of the

nominee*s, attested by the applicant.

/hotocopy of =ational #+ card or passport *attested, or certificate

issued by chairman of (nion /arishad or >ard commissioner of

both applicant 0 nominee *s,.

T#= *if a&ailable,

)ustomer transactions profile5know your customer *I), form

properly filled in and signed.

or Indi*idua-$


32/68

3

Two copies of photographs of the applicant and one copy of

photograph of the nominee.

/hotocopy of =ational #+ card or passport *attested, or certificate

issued by chairman of (nion /arishad or >ard commissioner.

or Pro&rietor nter&ri$e

Trade %icense

T#= )ertificate

or 4iited Co&anie$

)ertified true copy of Memorandum and rticles of ssociation

)ertified true copy of )ertificate of #ncorporation

)ertified true copy of )ertificate of )ommencement of Business

)opy of the 3esolution of the Board of +irectors authoriing for

opening account and specimen signature for operation of account

duly attested by the )hairperson.

%atest udited Balance sheet.

Trade license.

T#= )ertificate

or Partner$hi& nter&ri$e

)ertified )opy of the constitution of the firm

3egistered /artnership +eed5duly =otaried /artnership +eed at

will *in case of unregistered firm,


33/68

3

or A$$ociationFC-u(Fociet!FCharit! etc

Minutes of the )ommittee meeting authoriing the opening of an

account with the bank duly certified by the $ecretary and the

)hairperson

copy of the resolution of )ommittee authoriing specific

signatories to operate the account

)ertificate of 3egistration" where applicable.

Being fulfilled the abo&e re!uirements9 a new account is opened through

the software /) Bank '7771. n #+ is created for the account holder *in

case of indi&iduals account or :rganiations," or one #+ each for each ofa joint account. :ne person5organiation can ha&e only one #+ using

which he5it can ha&e se&eral accounts.

6ho can o&en Account

/ersons o&er 6 *?ighteen, years *except some restricted persons,

)lub

ssociation

gent

%i!uidator

:rganiation

Minor

Married woman

#lliterate /erson etc.

C-o$ing Account$:

The client of the bank can close the account anytime. For closing the

account they will fill up the closing application form with their signature.


34/68

3

Then the application form will attached with the form and close the

account.

".11.1. *. Issuing 2ay:order< "emand "raft etc.

The customer ser&ice and remittance desk issues /ay :rders */:,"

+emand +rafts *++, to remit fund within the country.

".11.1. ". Ot!ers

Beside these abo&e mentioned tasks" the customer ser&ice department

pro&ides some other important ser&ices to the customers. These ser&ices

are discussed below;

I$$uing ne> che


35/68

3

Pro*iding Account tateent:

Time to time" ccount holders may need to know the status of their

accounts as well as the transactions through those accounts. #n such

case" an account holder asks at the customer ser&ice desk to pro&ide

him5her an account statement. The personnel at the desk print the

account statement from the /) Bank '777 with the account number.

Pro*iding (ank $o-*enc! certificate:

client who is doing transactions satisfactorily with the bank may need

Bank $ol&ency )ertificate for &arious purposes0 asks for it at the

customer ser&ice desk. The certificate is gi&en stating that the person

has been doing transaction at a satisfactory le&el 0 has a good deposit.

t the same time" a statement of the account is also attached with the

certificate.

PART: 0%

T7ORTICA4

APCTCu$toer ati$faction:


36/68

3

)ustomer satisfaction is the state of mind that customers ha&e about a

company when their expectations ha&e been met or exceeded o&er the

lifetime of the product or ser&ice. The achie&ement of customer

satisfaction leads to company loyalty and product repurchase. There are

some important implications of this definition;

Because customer satisfaction is a subjecti&e" non !uantitati&e

state" measurement wonLt be exact and will re!uire sampling and

statistical analysis.

)ustomer satisfaction measurement must be undertaken with an

understanding of the gap between customer expectations and

attribute performance perceptions.

There should be some connection between customer satisfaction

measurement and bottom-line results.

?ach industry could add to this list according to the nature of the

business and the specific relationship with the customer. )ustomer

satisfaction measurement &ariables will differ depending on what type of

satisfaction is being researched. For example" manufacturers typically

desire on-time deli&ery and adherence to specifications" so measures ofsatisfaction taken by suppliers should include these critical &ariables.

)learly defining and understanding customer satisfaction can help any

company identify opportunities for product and ser&ice inno&ation and

ser&e as the basis for performance appraisal and reward systems. #t can

also ser&e as the basis for a customer satisfaction sur&eying program

that can ensure that !uality impro&ement efforts are properly focused on

issues that are most important to the customer.

I&ortance of Cu$toer ati$faction:

Differentiation $trateg!:


37/68


38/68

3

business" they deser&e more attention and focus than they currently

recei&es. )ustomer satisfaction has long reaching impact in the current

and perhaps future &iability of an organiation. The cycle suggests that

satisfied customers tolerate higher margins that can be used to better

pay employees. This boosts employees moral" reducing employee

turno&er" which in turn helps to produce more satisfied customers and so

on.

B! &roduct of cu$toer $ati$faction:

Thus by enhancing the relations with the customers by taking aninitiati&e towards their satisfaction thereby attracting them will

ultimately impro&e their perception of &alue towards the organiation

which will lead to increase in profits.

Ro-e$ of Cu$toer $ati$faction ea$ureent:

Inforation:

The primary intention for measuring customer satisfaction is to collectinformation regarding either what customers report needs to be changed

*in a product" ser&ice or deli&ery system, or to assess how well an

organiation is currently deli&ering on its understanding of these needs.

This is an information role. s such" marketing research and

psychological measurement ha&e much rele&ance.

Counication:

The &ery act of sur&eying customers con&eys a &ery positi&e message9

the organiation is interested in its customers well-being" needs"

pleasures and displeasures. >hile this is admittedly a marketing


39/68

3

message1" there is nothing wrong in allowing a sur&ey to both the

informational and communicational roles. Thus the image of the

organiation in the customers mind regarding its offerings becomes the

reality related to its products and ser&ices offered.

Can 100 Cu$toer ati$faction (e achie*ed

#t is not possible to achie&e 677H customer satisfaction e&er. 3eason

being simple that e&ery time the organiation tries to meet the

customers expectation" the le&el of expectation increases next time

thus there is always some gap between the two. The organiation can at

least try to always keep on meeting or staying close to customer

expectation

7o> to Achie*e Cu$toer ati$faction

#nitialie #dea

)ampaigns


40/68

3

$upport a $er&ice

#mplement +ri&en philosophy

$er&ice

$tandards

$elect $er&ice

+ri&en?mployees

+isco&er )urrent

$er&ice Trends

)reate 3eward)hange ttitudes and

$ystemsBeha&iors

Teach


41/68

3

I$ to ea$ure and anage cu$toer $ati$faction

6ho$e re$&on$i(i-it!:

#ts the responsibility of the management to take the initiati&e and

measure the customer satisfaction but it is the responsibility of the

whole organiation to manage and impro&e. naO&e &iew of business

might suggest that profit is the appropriate goal of an organiation"

which is a &ery shortsighted &iew. From a practical &iewpoint" the

primary goal of an organiation has to be customer retention. :nly with

a steady base of customers can an organiation hope to make a profit.

nd only by first satisfying customers can a business e&er hope to retainits current customers.

Co&-aint$ and cu$toer $ati$faction:

Fre!uently businesses operate on the principle that if things go wrong"

they will hear about it from their customers. )ountless in&estigationsdocument the fallacy of relying on customer complaints. #n the first

place" 87H of customers who experience a problem ne&er complain to

anyoneP :f the remaining half" most *@8H, complain only to frontline

personnel who either fail to escalate the problem up to management

and5or mishandle sol&ing the problem. :nly 8H *:ne unhappy customer

in '7, of all customers who ha&e a problem actually &oice it to

management. $o" complaints are an inefficient method with which to

monitor customer satisfaction.


42/68

3

fficient ethod of cu$toer $ati$faction:

Thus the organiation should take the initiati&e to reach out to its

customers for the &aluable feedback related to its products and ser&ices

offered. The feedback gi&en should be analyed through to measure

customer satisfaction9 this process should be repeated after a pre-

decided gap of customer organiation time frame not only to measure

but also to impro&e customer satisfaction in long run.

6hat i$ the U-tiate Hoa-

The ultimate goal of any organiation should be to position itself as a

better product and ser&ice offering organiation through continuous

measurement and management of customer satisfaction.

CUTO,R

SURVEY

ANA4 GI,PRO5


43/68

3


44/68

3

PART: 0'

HRAP7ICA4ANA4I

/ue$tionnaire ur*e! Ana-!$i$:

#n e&ery sur&ey" it is essential to analye the sur&ey results and follow

the findings as a guideline of de&elopment of the project. The sur&ey

results of competiti&e performance analysis is represented by tables and

highlighted by graphical representation in percentage basis. Findings of

each of the sur&ey result are followed by a suggestion.

igure; 1

Re$&ondent cu$to.er$ (! t!&e of Account$

12

+0

2

01020"0%0'0+030

Current Account a*ing$ Account iJed Account

T!&e of Account

Percentageof

Re$&ondent

Ana-!$i$:


45/68


46/68

3

2ere bank should impro&e their ser&ice and personal relationship with

the customers.

igure; "

7H

'7H

@7H

A7H

7H

677H

$tronly gree gree =either agree

nor disagree

+isagree $tronly

disagree

7H

68H

8H 7H 7H

ati$faction a(out ,udara(a a*ing$ De&o$it @,D

Ana-!$i$:

From the figure it re&eals that 7H people are strongly satisfied with

Mudaraba $a&ings +eposit *M$+, facilities of F$#B% 0 68H people are

satisfied with Mudaraba $a&ings +eposit *M$+, facilities of the Bank. 8H


47/68

3

people are confused to determine their satisfaction le&el from this

ser&ice of the Bank.

igure; %

7H

'7H

@7H

A7H

7H

677H

A7H

@7H

7H 7H 7H

ati$faction fro. A- 6adiah Current De&o$it @A6CD

$atisfaction from l >adiah)urrent +eposit *>)+,

Ana-!$i$:

From the figure it re&eals that A7H people are strongly satisfied with l

>adiah )urrent +eposit *>)+, facilities of F$#B% 0 @7H people are

satisfied with l >adiah )urrent +eposit *>)+, facilities of the Bank.


48/68

3

igure; '

7H

'7H

@7H

A7H

7H

677H

$tronlygree

gree =eitheragree

nor

disagree

+isagree $tronlydisagree

8H

@7H

'H 7H 7H

ntertainent faci-itie$ are enough

?ntertainment facilities are

enough

Ana-!$i$:


49/68

3

From the figure it re&eals that 8H people are strongly satisfied with

entertainment facilities of F$#B% 0 @7H people are satisfied with

entertainment facilities of the Bank. 'H people dont entertained

sometime by the Bank. $o" it should be 677H entertained to their

customers.

igure; +

7H

'7H

@7H

A7H

7H

677H

$tronly

gree

gree =either

agree

nordisagree

+isagree $tronly

disagree

4H

66H7H 7H 7H

ati$faction fro ,udara(a Ter De&o$it Recei*e @,TDR

$atisfaction from Mudaraba

Term +eposit 3ecei&e *MT+3,


50/68

3

Ana-!$i$:

From the figure we can see that 4H people are strongly satisfied with

Mudaraba Term +eposit 3ecei&e *MT+3,facilities of F$#B% 0 66H people

are satisfied with Mudaraba Term +eposit 3ecei&e *MT+3, facilities of

the Bank.

igure; 3

7H

'7H

@7H

A7H

7H

677H

$tronly

gree

gree =either

agree

nor

disagree

+isagree $tronly

disagree

4CH

GH7H 7H 7H

$atisfaction from Mudaraba Monthly /rofit +eposit $cheme

$atisfaction from MudarabaMonthly /rofit +eposit $cheme


51/68

3

Ana-!$i$:

From the figure we can see that 4CH people are strongly satisfied with

Mudaraba Monthly /rofit +eposit $chemefacilities of F$#B% 0 GH people

are satisfied with Mudaraba Monthly /rofit +eposit $cheme facilities of

the Bank.

igure;

7H

'7H

@7H

A7H

7H

677H

$trony

gree

gree =eit er

agree

nor

disagree

+isagree $trony

disagree

8'H

'GH'6H

7H 7H

ati$faction fro ,udara(a ,i--ionaire De&o$it chee @,,

$atisfaction from MudarabaMillionaire +eposit $cheme

*MM$,


52/68

3

Ana-!$i$:

From the figure we can see that 8'H people are strongly satisfied with

Mudaraba Millionaire +eposit $cheme *MM$, facilities of F$#B% 0 'GH

people are satisfied with Mudaraba Millionaire +eposit $cheme *MM$,

facilities of the Bank. '6H people are confused to determine their

satisfaction le&el from this ser&ice of the Bank.

igure; E

7H

'7H

@7H

A7H

7H

677H

$tronly

gree

gree =either

agree nor

disagree

+isagree $tronly

disagree

'7H

A'H

6H

7H 7H

ati$faction in AT, er*ice$

$atisfaction in TM $er&ices


53/68

3

Ana-!$i$:

s from the table we can see that majority people are not strongly

satisfied with the TM facilities but satisfied. This deli&ers the message

that the bank has not in a satisfactory ser&ice position in terms of its

TM ser&ices. $o it has to do more than enough to take a place in this

arena.

igure; 10


54/68

3

7H

'7H

@7H

A7H

7H

677H

$tronly

gree

gree =either

agree nor

disagree

+isagree $tronly

disagree

AH

C'H

7H 7H 7H

ati$faction in Reittance er*ice$

$atisfaction in 3emittance

$er&ices

Ana-!$i$:

s from the table we can see that majority people are strongly satisfied

with the remittance ser&ices facilities but some are !uite agree with this

ser&ice. This deli&ers the message that the bank has in a satisfactory

ser&ice position in terms of its remittance ser&ices.

igure; 11


55/68

3

7H

'7H

@7H

A7H

7H

677H

$tronly

gree

gree =either

agree

nor

disagree

+isagree $tronly

disagree

A@H

CAH

7H 7H 7H

ati$faction in -dorado faci-itie$

$atisfaction in ?ldorado facilities

Ana-!$i$:

s from the table we can see that majority people are strongly satisfiedwith the ?ldorado facilities but some are !uite agree with this ser&ice.

This deli&ers the message that the bank has in a highly satisfactory

ser&ice position in terms of its ?ldorado ser&ices facilities.


56/68

3

igure; 12

7H

'7H

@7H

A7H

7H

677H

$tronly

gree

gree =either

agree nor

disagree

+isagree $tronly

disagree

8AH

@@H

7H 7H 7H

ati$faction in oreign Trade faci-itie$

$atisfaction in Foreign Trade

facilities

Ana-!$i$:


with the Foreign Trade facilities but some are !uite agree with this

ser&ice. This deli&ers the message that the bank has in a satisfactory

ser&ice position in terms of its Foreign Trade ser&ices facilities.


57/68


58/68

3

igure; 1%

7H

'7H

@7H

A7H

7H

677H

$tronly

gree

gree =either

agree nor

disagree

+isagree $tronly

disagree

4@H

AH7H 7H 7H

ati$faction in On;-ine (anking faci-itie$

$atisfaction in :n-line banking

facilities

Ana-!$i$:


with the :ne-line banking facilities but some are !uite agree with this

ser&ice. This deli&ers the message that the bank has in a highly

satisfactory ser&ice position in terms of its :ne-line banking ser&ices

facilities.


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igure; 1+

7H

'7H

@7H

A7H

7H

677H

$tronly

gree

gree =either

agree nor

disagree

+isagree $tronly

disagree

4AH

@H 7H 7H 7H

Confidentia-it! of cu$toer inforation i$

aintained

)onfidentiality of customer

information is maintained

Ana-!$i$:

The high percentage of the table represents that confidentiality of the

customers information is maintained with great care in the Bank. They

are &ery much confident that bank will show respect to them by keeping

safe of their confidential information. But some people are not totally

confident with the bank keeping their information.


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Figure- 17

G@H

'AH

7H

7H

7H

er*ice Charge$

$tronly gree

gree

=either agree nor disagree

+isagree

$tronly disagree

Analysis:

Service charges are one of the most important factors in customer satisfaction and from the

above table we can clearl sa that !SIBL has maintained a minimum service charge for

their customer " #$% of the customers surveed think that its charges are &uite acceptable

comparing to the charges of the others. Somewhat are not satisfied but the portion of


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unsatisfied customers are regularl normal for the bank. 'his is possible because of the

emploee(s personal relationship with the customers " Banks vision for their customers.

igure; 1

6'H

H

IB4 need &roduct di*er$ification

Ies

=o

Ana-!$i$:

From the figure" it is seen that H of the customers agreed that F$#B%

need not to di&ersify of the existing product. The existing products

co&ered more or less all le&el of satisfaction of customers. But 6'H of

the customers gi&e the impression that the existing product needs

di&ersification of le&eling 0 in the e&ent of promotional sector. 2ere


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F$#B% needs to modify the existing products 0 confirmed the a&ailability

of products to reach the customers.

PART: 0+

,A#OR INDINH

'his is the most important part of m report titled Measuring )ustomer

satisfaction about different /roducts 0 $er&ices of First $ecurity #slami

Bank %imited1. In findings part I am interpreting the results of m surve on )* sample

customers. 'he results of this stud are stated below in points+

,ost of the respondents have Savings account.

,ost of the customers choose this bank because of the service and reputation of the

bank.

,ost of the customers are satisfied with the branch location.

,ost of the customers are satisfied with !SIBL products.

'he customers are satisfied with the account opening procedure of the bank.

'he customers are satisfied with the service provided b the bank.

,ost of the customers are satisfied !SIBL charges and interest rate.


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'he customers are not satisfied with the number of A', booths.

'he customers are not satisfied with the sstem of issuing a card.

'he customers are satisfied with the !SIBL emploees( attitude and behaviorbecause the can e-pertl solve the banking problem.

,ost of the customers are not satisfied with the promotional activities of !SIBL.

,ost of the customers are satisfied with !SIBL branches.

'he investment processing sstem is not easier.

,ost of the customers are satisfied with total process of !SIBL.

!SIBL takes longer time to open LC.


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PART: 03

RCO,,NDATION

Recommendation:

F$#B% has an efficient and excellent management team and performing

with a great expertise and care. The limitations can be o&ercome by

some measures to make the performance outstanding. # ha&e some

suggestions for The F$#B deri&ed from my obser&ations out of my sur&ey

on 87 customers. Those are gi&en below;

Bank should gi&e importance on other accounts.

Bank should impro&e the sie" location and personal relationship.

To hold the le&el of customer satisfaction bank should offer new

product and pro&ide betterser&ice depends on customers needs.

?mployees of the bank should be more efficient to pro&ide the

ser&ice to the customer to reach the 677H satisfaction le&el of

customers.


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To increase the number of card holders bank should ad&ertise of it

properly and influence the account holders to take the debit or

credit cards.

=umber of TM booths must be increased.

Technology of TM must be impro&ed.

Bank transaction hour should be increased if possible. Then

customer will be benefited and satisfaction le&el will automatically

increase.

PART: 0CONC4UION

Conc-u$ion:

F$#B% has started its banking acti&ities much earlier comparing to the

other banks and due to that" it has gained a lot of banking experience"

which has been pro&ed &ery worthy for them. But that is a part of their

job because our countries economic condition is yet to progress a lot.

Time to time they are offering different attracti&e packages of program

for customer like different types of account such as )urrent +eposit

ccount" $a&ings ccounting and Fixed +eposit ccount etc from the

gi&en charts and tables we can see the &arious range of their deposits

and other offers" which remains on changing time to time. They always

try to satisfy their customers with their products. To satisfy their

customer they change their offers and packages according to the need

and wants of the customers. They also ha&e ade!uate planning for


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compensation in &arious sectors like-they ha&e a wide range of bonus-

branch bonus" sales bonus as the percentage of indi&idual performance

etc. They also ha&e some special incenti&es for specified performance"

which is encouraging for the employees.

To summarie the whole situation" # would like to say that" this

organiation is gi&ing a wonderful ser&ice to the people in general and at

the same time they are also trying to educate our people about the

world class banking procedures which is" according to my concept" a

&ery worthy step and we should cooperate with them in this matter for

our own benefit. The F$#B% is trying to manage the o&erall banking

acti&ities program and they will definitely progress with the

moderniation of business en&ironment.

# am hoping for a better future of First $ecurity #slami Bank %imited.

Reference

Reference:

)ustomer satisfaction sur&ey reports

Eikmund" >illiam D. Business 3esearch Methods. :hio; Thomson"

$outh >estern '77C.

>ebsites


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>ebsite; www.fsiblbd.com

www.epb.go&.bd

www.mincom.go&.bd

www.bangladesh-bank.org

nnual report of F$#B% '767

+iscussion with Bank Management 0 employees

'A/0S '1 ALL
http://www.epb.gov.bd/http://www.mincom.gov.bd/http://www.bangladesh-bank.org/http://www.epb.gov.bd/http://www.mincom.gov.bd/http://www.bangladesh-bank.org/

internship report on customer satisfaction of fsibl-2011.doc

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