General banking customer satisfaction: a study on Shahjalal Islami Bank

Abstract

Shahjalal Islami bank started its journey to attain its vision and mission on 1st day of April 2001 under the Companies Act, 1994 as a public Limited company. SJIBL believe that success depend on the ability to consistently satisfy the every changing choice of customer. In this report I have discussed about every major aspect of my work experience during my internship period. I have worked on general banking section of SJIBL. The main objective of this study is to give a brief idea about SJIBL’s general banking activities, customer satisfaction, deposit and savings products, and retail loan product and explain my duties and responsibilities in Shahjalal Islami Bank over these three months. In this report the first part is about overview of Shahjalal Islami Bank Ltd, mission and vision of Shahjalal Islami Bank Ltd. Part two is about the job description. And the third part is regarding the customer satisfaction services provided by SJIBL. For collection of data for this report I have used both primary and secondary sources. I have collected the data from personal observation and informal discussion with the employees of Shahjalal Islami Bank Motijheel branch and my other sources were SJIBL’s annual reports, published documents on the internet, etc. At the end it contains an analysis regarding few of the services provided by the general banking division which gives an idea about the success of the general banking division of Shahjalal Islami bank.