Evaluation of customer satisfaction of Shahjalal Islami Bank PLC

Abstract

Shahjalal Islamic Bank Limited (SJIBL), a well-known Islamic bank in Bangladesh that was established on May 10, 2001, is dedicated to providing high-quality services that are consistent with the principles of Islamic banking. This report details my internship at SJIBL, with an emphasis on the general banking area. The primary goal is to present a general banking activities, which include customer satisfaction, deposit and savings products, and retail loan services. The document also describes my roles and responsibilities at Shahjalal Islami Bank over the three-month period. This research offers a thorough examination of customer satisfaction at SJIBL. A mixed methods strategy is used in this study, integrating quantitative and qualitative research techniques and was given a structured questionnaire at SJIBL's Darus Salam Road branch in Dhaka using systematic random sampling. The questionnaire was developed from recognized customer satisfaction frameworks. Concurrently, ten-minute qualitative interviews were carried out with several client segments to obtain detailed understanding of relationship management and service experience standards. Shahjalal Bank's customer satisfaction can be viewed holistically thanks to this integrated technique, which also highlights areas for improvement.