Customer satisfaction & customer loyalty at Islami Bank Bangladesh Ltd.

Abstract

This work is the extension of my internship program at the Human Resource Division of Islami Bank Bangladesh Limited (IBBL) for a period of twelve weeks from October 27, 2010 to January 19, 2010. The works describe the satisfaction and loyalty of the customers of the concerned bank. The customer satisfaction and customer loyalty at the bank is examined carefully and included in the book. I tried to perform my jobs perfectly to learn diverse things that are related to different human resource management and banking issues. Firstly, I attempted to give an overall view about IBBL. Secondly, I mention what I have done in the bank – my duties, responsibilities, observations, job performance and different other aspects. And finally, from my experience and relationship with the customers of this bank I tried my best to complete my report. Here I surveyed the customers to know their feelings, experiences, preferences and suggestions about this bank. More I tried to distinguish how much the customers are satisfied with their product, services, overall bank and different other things.