Customer satisfaction evaluation of Al-Arafah Islami Bank ltd Mirpur-10 branch

Abstract

The report emphasize on the “Customer Satisfaction of Al-Arafah Islami Bank Limited” which highlights products and services offered by the bank to its customers, ranges of these services, related shortcomings and suggestions how to overcome. Customer satisfaction evaluations are used for several different purposes and important for the bank that wishes to continuously monitor and improve the customer experience they provide. In my report , I tried to evaluate AIBL’s customer satisfaction which has helped me to provide recommendations regarding to find solution to fix meaningful problems that have occurred for customers with the bank’s products or service, assess the performance of its customer-facing units (branches, ATM booths, online facility and staff) and to improve its processes and standards for delivery and finally to understand customers’ needs as they use the AIBL’s products or services so AIBL can help them to have a better overall experience. As a part of my academic requirement for the completion of my BBA program I needed to complete my internship program with the duration of three months in Al-Arafah Islami Bank Limited, Mirpur-10 Branch. In this phase of my education, I received the practical knowledge related with my courses I learned at university. At AIBL, I was assigned to work as intern in two different sections such as General Banking and in Foreign Exchange Division. Mainly I worked at General Banking Section. Data collected for the report in two different modes namely primary and secondary. Face to face conversation with the respective officers of the branch was the main mode to collect primary data and for secondary data various publications and related body are observed. Al-Arafah Islami Bank Limited is basically a scheduled commercial bank which was registered by the Bangladesh Bank. The services of AIBL cover a wide range of banking and functional activities to individuals, firms, corporate bodies and other multinational agencies. The main goal of the bank is to provide best quality and swift service to its customer and increase their satisfactory level. Even though they are doing a satisfactory job but according to my perception they need to focus more on the overall management system and consumer behavior which should be as cooperative as possible with the main branches as well as with other branches to ensure r a smooth flow of work. I tried to make some necessary recommendations to be adjusted to maintain the organizations journey to the excellence according to my viewpoint. In brief, this report basically emphasizes on how to satisfy and minimize dissatisfaction of the customers and to improve their satisfaction level by providing the best services and qualities in comparison to other banks.