internship report on customer satisfaction of fsibl-2011.doc
TRANSCRIPT
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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.
$econdary data are &ery much important for conduct an efficient study
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and to ha&e faithful result. The major sources of secondary data that
used in the report are gi&en below;
Brochures of F$#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.
$ie of monthly installments are T. 8775-" T. 67775-"
T.'7775-" T. '8775-" T. 8"7775-" T. 67"7775-" T. 68"7775-"
T. '7"7775- 0 T. '8"7775-.
Maturity period can be C" 8" 0 67 years.
T. 677"777 *:ne %ac Taka, :nly %ife #nsurance Facility. J
#n&estment Facilities against +eposit. J
Tax will be applicable
,udara(a 7ea-th Care De&o$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.
$ie of monthly installments are T. 8775-" T. 67775-" T.'7775-"
T. '8775-" T. 8"7775-" T. 67"7775-" T. 68"7775-" T. '7"7775- 0T. '8"7775-
Maturity period can be 8" " 67" 6' or 68 years.
T. 677"777 *:ne %ac Taka, :nly %ife #nsurance Facility. J
#n&estment Facilities against +eposit. J
Tax will be applicable
,udara(a ducation De&o$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.
$ie of monthly installments are T. 8775-" T. 67775-"
T.'7775-" T. '8775-" T. 8"7775-" T. 67"7775-" T. 68"7775-" T.
'7"7775- 0 T. '8"7775-
Maturity period can be 8" 67" 68 0 '7 years.
T. 677"777 *:ne %ac Taka, :nly %ife #nsurance Facility. J
#n&estment Facilities against +eposit. J
Tax will be applicable.
,udara(a Pen$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.
677 leafs che!ue book free. J
'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.
T. 677"777 *:ne %ac Taka, :nly %ife #nsurance Facility. J
".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-.
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=o intercity transaction fee.
677 leafs che!ue book free. J
Free TM )ard. J
Free $M$ Banking.
$pecial counter in the Branches for the /remium )lients.
T. 677"777 *:ne %ac Taka, :nly %ife #nsurance Facility. J
J)ondition pplied
"."Locker Service
For safekeeping of customerLs &aluables like important documents and
goods like jewelries and gold ornaments" F$#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 $ylhet
Biswanath
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+. 8tility Bill -eceive
#n the formal corporate sector" this Bank would" among others" offer the
most up-to date banking ser&ices through collection of bills like as >$
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$#B ha&e set up >ide rea =etwork through 3adio" Fibre-:ptics 0 other
a&ailable communication media systems to pro&ide any branch banking
to our customers.
)ustomer of one branch is now able to deposit and withdraw money at
any of our branches. ll Branches are included in our >ide rea
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=etwork.
=o TT5++ or cash carrying will be necessary.
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+.3 chedu-e of Bank Charge$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
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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
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)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
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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
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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
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,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-$
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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,
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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.
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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
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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$faction:
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)ustomer satisfaction is the state of mind that customers ha&e about a
company when their expectations ha&e been met or exceeded o&er the
lifetime of the product or ser&ice. The achie&ement of customer
satisfaction leads to company loyalty and product repurchase. There are
some important implications of this definition;
Because customer satisfaction is a subjecti&e" non !uantitati&e
state" measurement wonLt be exact and will re!uire sampling and
statistical analysis.
)ustomer satisfaction measurement must be undertaken with an
understanding of the gap between customer expectations and
attribute performance perceptions.
There should be some connection between customer satisfaction
measurement and bottom-line results.
?ach industry could add to this list according to the nature of the
business and the specific relationship with the customer. )ustomer
satisfaction measurement &ariables will differ depending on what type of
satisfaction is being researched. For example" manufacturers typically
desire on-time deli&ery and adherence to specifications" so measures ofsatisfaction taken by suppliers should include these critical &ariables.
)learly defining and understanding customer satisfaction can help any
company identify opportunities for product and ser&ice inno&ation and
ser&e as the basis for performance appraisal and reward systems. #t can
also ser&e as the basis for a customer satisfaction sur&eying program
that can ensure that !uality impro&ement efforts are properly focused on
issues that are most important to the customer.
I&ortance of Cu$toer ati$faction:
Differentiation $trateg!:
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business" they deser&e more attention and focus than they currently
recei&es. )ustomer satisfaction has long reaching impact in the current
and perhaps future &iability of an organiation. The cycle suggests that
satisfied customers tolerate higher margins that can be used to better
pay employees. This boosts employees moral" reducing employee
turno&er" which in turn helps to produce more satisfied customers and so
on.
B! &roduct of cu$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$ureent:
Inforation:
The primary intention for measuring customer satisfaction is to collectinformation regarding either what customers report needs to be changed
*in a product" ser&ice or deli&ery system, or to assess how well an
organiation is currently deli&ering on its understanding of these needs.
This is an information role. s such" marketing research and
psychological measurement ha&e much rele&ance.
Counication:
The &ery act of sur&eying customers con&eys a &ery positi&e message9
the organiation is interested in its customers well-being" needs"
pleasures and displeasures. >hile this is admittedly a marketing
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message1" there is nothing wrong in allowing a sur&ey to both the
informational and communicational roles. Thus the image of the
organiation in the customers mind regarding its offerings becomes the
reality related to its products and ser&ices offered.
Can 100 Cu$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$faction
#nitialie #dea
)ampaigns
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$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
$ystemsBeha&iors
Teach
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I$ 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. $o" complaints are an inefficient method with which to
monitor customer satisfaction.
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fficient ethod of cu$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
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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$:
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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
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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.
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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-!$i$:
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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
$atisfaction from Mudaraba
Term +eposit 3ecei&e *MT+3,
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Ana-!$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 $cheme
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Ana-!$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 $cheme
*MM$,
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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 $er&ices
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Ana-!$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
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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
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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.
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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$:
s from the table we can see that majority people are strongly satisfied
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.
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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$:
s from the table we can see that majority people are strongly satisfied
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/