PART: 01 INTRODUCTION

1.1 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 super market. 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 organi-ations. 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" +haka3

6'78. creation.

has kindly guided in internship phase as well as final report

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 socialeconomic conditions. s our country is an under de&elop country" the banks play the role of an intermediary and can mobili-e 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 different products" # 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:

3

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 source and another is secondary source.

1.+.2.1 Pri.ar!

ource$:
with the different clients by

)on&ersation and !uestioning !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

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 Pri.ar! Data Co--ection Procedure:
<uestionnaire $ur&ey on )lients +iscussion with employees of F$#B%. :bser&ation

1.+.% /ue$tionnaire De$ign:

This is a well structure administered type of !uestionnaire and used for conducting customer satisfaction sur&ey and ac!uire primary data. 2ere a&erage time was 68 minute for e&ery respondent.

1.+.'

a.&-ing P-an:

1.+.'.1 Target Po&u-ation:

ll clients of F$#B%" Bashundhara Branch*Baridhara, in +haka )ity.

1.+.'.2

a.&-ing 0-e.ent:

#ndi&idual client of F$#B%.

1.+.'."

a.&-ing 1ra.e:

=o well structured sample frame was found.

1.+.'.%

a.&-ing Procedure:

=on probability con&enience sampling techni!ue is used.

1.+.'.'

a.&-e

i2e:

# ha&e taken 87 clients as my sample.

1.+.+ Data ana-!$i$ and re&orting:

M$ >ord" M$ ?xcel was used to analy-e the data. +ifferent tables and graphs were used to make the data meaningful.

1.3 4i.itation$:
%imited time of internship program. %ack of ade!uate knowledge about any other organi-ation. #t was &ery difficult to collect data" which is &ery essential. %ack of customer co-operation.

PART: 02 AN O50R5I06 T70 BAN8

O1

The 91ir$t ecurit! I$-a.i Bank 4td: was incorporated as a public limited company as on ugust '4" 6444 under the )ompany act 644@. The Bank started its commercial operation on ugust '4" 6444. The Bank

has made a significant progress within a &ery short period of its existence 0 occupied an en&iable position among its competitors after achie&ing remarkable success in all areas of business operation. The authori-ed capital of the Bank is Tk.@"A77 Million 0 /aid up capital of the bank stood at TB. C"7CA Million as on +ecember C6" '767. The total e!uity *capital 0 reser&es, of the Bank as on +ecember C6" '767 stood at TB. A"CA' million. 1ir$t ecurit! I$-a.i Bank 4td started its operation on the :ctober of some renowned personalities of our )ountry. Mr.

'8" 6444 as a Third Deneration #slamic Bank in close co-operation 0 assistance Mohammad $aiful 1ir$t lam is the )hairman 0 Mr. . .M. Eakaria is the

Managing +irector of First $ecurity #slami Bank %td. Targeting /o&erty" ecurit! I$-a.i Bank 4td is indeed a concept of '6st century participatory 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 =onformal banking with informal finance 0 credit package that empowers 0 humani-es real poor family 0 create local income opportunities 0 discourages internal migration9 it is a de&elopment bank intended to moneti-e 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"

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 organi-ations" 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 fully computeri-ed to minimi-e cost 0 risk to optimi-e 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 '6 st century for that they use on-line banking systems. They will make a negotiation with +utch Bangla Bank %td. for using their open a huge number of 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 FG branches in all o&er the Bangladesh. TM booths 0 &ery soon they will TM booths in their own accord of Business for

impro&ing their online ser&ice 0 smooth banking operation for the

2.1 Vision
To (e the uni<ue .odern I$-a.i Bank in Bang-ade$h and to .ake $ignificant contri(ution to the nationa- econo.! and enhance cu$to.er=$ tru$t and >ea-th? <ua-it! in*e$t.ent? e.&-o!ee=$ *a-ue and ra&id gro>th in $hareho-der=$ e<uit!.

2.2 Mission
To be the most caring and customer friendly and ser&ice oriented bank. To create a technology based most efficient banking en&ironment for its customers. To ensure ethics and transparency in all le&els. To ensure sustainable growth and establish full &alue of the honorable shareholders and bo&e all" to add effecti&e contribution to the national economy.

2." Objectives of First Security Islami Bank Ltd.

The O()ecti*e$ of 1ir$t ecurit! I$-a.i Bank 4td inc-ude$:

to conduct interest-free 0 welfare oriented banking business based on #slamic $hariah9

to implement 0 materiali-e the economic 0 financial principles of #slam in banking arena9

to contribute in sustainable economic growth9 to help in po&erty alle&iation 0 employment generation9 to introduce fully automated systems through integration of information 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 utili-ation 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 1ir$t ecurit! I$-a.i 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

to train 0 de&elop all employees 0 pro&ide them ade!uate resources so that customers needs are reasonably addressed9

to promote organi-ational 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

The 2ead office of the Bank is situated at 'C" +ilkusha )5 " +haka-6777" Bangladesh. There are FA 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 0R5IC0

AND

".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 @, DA

A- 6adiah Current De&o$it @A6CDA ,udara(a Ter. De&o$it Recei*e @,TDRA ,udara(a hort Notice De&o$it @, NDA che.e @A che.e

,udara(a ,i--ionaire De&o$it

,udara(a ,onth-! Profit De&o$it ,udara(a De&o$it Dou(-e

che.e @,DD A che.e @A che.e @A che.e @A che.e @A

,udara(a 0ducation De&o$it ,udara(a ,arriage De&o$it ,udara(a Pen$ion De&o$it

,udara(a 7ea-th Care De&o$it

A-;6adeeah Current P-u$ Account @A A-;6adeeah Pre.iu. Account @A ,udara(a tudent @$choo- BankingA a*ing$ Account @ A

".$.$. 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.

#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: ".'B.

".$.' (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.

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. $uch people want to keep these funds in a bank for a specific and long period to earn more profit. The duration of these accounts &aries. For different duration profit paid is also different. s the duration increases" rate of profit also increases. Term fter the period is deposits are kept with the bank for a fixed amount of time and the depositors gets a certain amount of profit from it. amount or may again open another MT+3. Fixed deposits are important sources of funds to the bank. These add to the stability and growth of the banks deposit structure. Profit rate: 1or 1 .onth &eriod: 1or " .onth$ &eriod: 1or + .onth$ &eriod: 10B;12B 12B 12B 12B o&er" the depositor can en-cash *co&er, the deposit and take the whole

1or 12 .onth$ &eriod and a(o*e:

".$.. Mudaraba S!ort /otice "e#osit %MS/"&

There are people and organi-ations 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$ ".'B.

".$.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; Cear 1' 20 2' ,onth-! In$ta--.ent '887 6@67 FC7 A.ount Pa!a(-e 6"774"AA4 6"77C"F6' 6"766"F'8

+.$.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 F7H up to their sa&ings.

Ca-cu-ation of ,udara(a ,onth-! Profit De&o$it che.e Profit Rate: 12 B

#nstallme nt5 =o. :f Iear 8 F 67 877 6777 6877 '777 '877 8777 67777 68777 '7777 '8777

@7"F8 7 F7"77 7 6"68"7 87

F6"G7 7 6"84"4 87 '"C7"7 87

6"''"8 87 '"C4"4 77 C"@8"6 77

6"AC"C 87 C"64"4 77 @"A7"6 77

'"7@"' 77 C"44"F 87 8"G8"6 77

@"7F"C8 7 4"44"A8 7 66"87"' 77

F"6A"G7 7 68"44"C 77 'C"77"@ 77

6'"'8"7 87 'C"4F"4 87 C@"87"A 77

6A"CC"@ 77 C6"4F"8 87 @A"77"F 77

'7"@6"G 87 C4"4F' 77 8G"86"7 77

".$.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. 1 IB4 Ne> Product$:

First $ecurity #slami Bank %td. recently announces few new products for increasing the customer ser&ices. The new products details are as follows; ,udara(a 0ducation De&o$it ,udara(a ,arriage De&o$it che.e che.e 3

,udara(a 7ea-th Care

che.e che.e

,udara(a Pen$ion De&o$it ,udara(ah a-ar! Account

,udara(ah 1uture Citi2en BankingA

a*ing$ Account @ choo-

A-;6adeeah Current P-u$ Account ,udara(a enior Citi2en a*ing$ Account

A-;6adeeah Pre.iu. Account

".2.1 ,udara(ah ,arriage De&o$it @BondhonA

1eature$: Meet the ?xpenditure of Marriage.

che.e

$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. $i-e of monthly installments are TB. 8775-" TB. 67775-" TB.'7775-" TB. '8775-" TB. 8"7775-" TB. 67"7775-" TB. 68"7775-" TB. '7"7775- 0 TB. '8"7775 Maturity periods are 8" F" 67" 6'" 68 0 '7 years. TB. 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

che.e 3

Taka 5 Iears 8 Iears F Iears 67 Iears 6' Iears 68 Iears '7 Iears

877 @7F8 7 F777 7 6687 87 6848 87 '@4F 77 @4@A 87

6777 F6G77 68448 7 'C778 7 C6467 7 @44A7 7 4F4C7 7

'777 6ACC8 7 C6447 7 @A767 7 ACF68 7 444'7 7 64GF8 87

'877 '7@'77 C44F87 8G8677 G4GG77 6'@477 7 '@GC68 7

8777 @7FC8 7 G44A8 7 6687' 77 6848C 87 '@4G4 87 @4@AC 77

67777 F6AG77 6844C7 7 'C77@7 7 C647A8 7 @448F8 7 4F4'A7 7

68777 6''87 87 'C4F4 87 C@87A 77 @GF84 87 G@4CG 87 6@FCF F87

'7777 6ACC@7 7 C64F88 7 @A77F7 7 ACF6'8 7 4446A8 7 64GF86 87

'8777 '7@6G8 7 C44F'7 7 8G8677 7 G4GA88 7 6'@F48 87 '@GC6@ 77

/rofit 3ate 6'H 6'H 6'H 6'H 6'H 6'H

".2.2 ,udara(ah 7ea-th Care De&o$it @Nira.o!A

1eature$: Meet the ?xpenditure of Treatment.

che.e

$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. $i-e of monthly installments are TB. 8775-" TB. 67775-" TB.'7775-" TB. '8775-" TB. 8"7775-" TB. 67"7775-" TB. 68"7775-" TB. '7"7775- 0 TB. '8"7775-. Maturity period can be C" 8" F 0 67 years. TB. 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

Taka 5Iears C Iears 8 Iears F Iears 67 Iears 877 '6A7 7 @7F8 7 F777 7 6687 87 6777 @C67 7 F6G7 7 6844 87 'C77 87 '777 FA'7 7 6ACC 87 C644 77 @A76 77 '877 67GG 77 '7@' 77 C44F 87 8G86 77 8777 '68@7 7 @7FC8 7 G44A8 7 6687' 77 67777 @C7F7 7 F6AG7 7 6844C 77 'C77@ 77 68777 A@A'7 7 6''87 87 'C4F4 87 C@87A 77

che.e
'7777 FA6887 6ACC@7 7 C64F88 7 @A77F7 7 '8777 67GA48 7 '7@6G8 7 C44F'7 7 8G8677 7 /rofit 3ate 6'H 6'H 6'H 6'H

".2."

,udara(a 0ducation De&o$it

che.e @A-oA

1eature$: 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. $i-e of monthly installments are TB. 8775-" TB. 67775-" TB.'7775-" TB. '8775-" TB. 8"7775-" TB. 67"7775-" TB. 68"7775-" TB. '7"7775- 0 TB. '8"7775 Maturity period can be 8" F" 67" 6' or 68 years. TB. 677"777 *:ne %ac Taka, :nly %ife #nsurance Facility. J #n&estment Facilities against +eposit. J Tax will be applicable

,udara(a 0ducation De&o$it

Taka 5 Iears 8 Iears F Iears 67 Iears 6' Iears 68 Iears 877 6777 '777 '877 '7@'7 7 C44F8 7 8G867 7 G4GG7 7 6'@47 77 8777 @7FC8 7 G44A8 7 6687' 77 6848C 87 '@4G4 87 67777 F6AG7 7 6844C 77 'C77@ 77 C647A 87 @448F 87

che.e
68777 6''87 87 'C4F4 87 C@87A 77 @GF84 87 G@4CG 87 '7777 6ACC@ 77 C64F8 87 @A77F 77 ACF6' 87 4446A 87 '8777 '7@6G8 7 C44F'7 7 8G8677 7 G4GA88 7 6'@F48 87 /rofit 3ate 6'H 6'H 6'H 6'H 6'H

@7F87 F6G77 6ACC8 7 F7777 68448 C6447 7 7 66878 'C778 @A767 7 7 7 68488 C6467 ACF68 7 7 7 '@4F7 @44A7 444'7 7 7 7

".2.%

,udara(a Pen$ion De&o$it

che.e @O(o$horA

1eature$: $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. $i-e of monthly installments are TB. 8775-" TB. 67775-" TB.'7775-" TB. '8775-" TB. 8"7775-" TB. 67"7775-" TB. 68"7775-" TB. '7"7775- 0 TB. '8"7775 Maturity period can be 8" 67" 68 0 '7 years. TB. 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

Taka 5 Iears 8 Iears 67 Iears 68 Iears '7 Iears 877 @7F8 7 6687 87 '@4F 77 @4@A 87 6777 F6G77 'C778 7 @44A7 7 4F4C7 7 '777 6ACC87 @A7677 444'77 64GF88 7 '877 '7@'7 7 8G867 7 6'@47 77 '@GC6 87 8777 @7FC8 7 6687' 77 '@4G4 87 @4@AC 77

che.e @A.end.entA
67777 F6AG7 7 'C77@ 77 @448F 87 4F4'A 77 68777 6''878 7 C@87A7 7 G@4CG8 7 6@FCFF 87 '7777 6ACC@7 7 @A77F7 7 4446A8 7 64GF86 87 '8777 '7@6G8 7 8G8677 7 6'@F48 87 '@GC6@ 77 /rofi t 3ate 6'H 6'H 6'H 6'H

".2.' ,udara(ah 1uture Citi2en @OnkurA @ choo- BankingA

a*ing$ Account

1eature$: To buildup sa&ings habit and familiari-e new generation with banking system. Minimum account opening deposit TB. 677. =o minimum balance re!uired to maintain. Monthly highest depositor will be rewarded with attracti&e gift &oucher :pening deposit may be TB. 677. *K, FH /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&tiA

1eature$: #ndi&idual account for employees of different )orporate 2ouses" offered to facilitate the disbursements of their monthly salaries. The organi-ation 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

".2.3 ,udara(a @Pro(inA

1eature$:

enior Citi2en

a*ing$ Account

sa&ings account for senior citi-en 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. TM )ard. J

Free

Free $M$ Banking. 677 leafs che!ue book free. J '7H discount on locker charges *applicable for branches ha&ing locker facility, subject to a&ailability.

".2.D

A-;6adeeah Current P-u$ Account @,or)adaA

1eature$: Freedom of unlimited transactions. Minimum account opening balance re!uirement is B+T 68"777. Free intercity transaction. Free TM card. J

Free 677 leafs che!ue book. J Free $M$ Banking. TB. 677"777 *:ne %ac Taka, :nly %ife #nsurance Facility. J

".2.E

A-;6adeeah Pre.iu. Account @ ho..anA

1eature$: =on interest-bearing account. Freedom of unlimited transactions. The minimum account opening balance re!uirement is B+T '8"7775-. 3

 =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. TB. 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 $er&ice is a&ailable in most of the Branches in urban areas. Nature of Nature of Charge$ er*ice )ustody of %ocker 5 $afe 3ent

4ocker A*ai-a(-e Branche$: Dhaka Di*i$ion +hanmondi Banani Mirpur Dulshan 8hu-na Di*i$ion Bhulna Branch Chittagong Di*i$ion /robartak Mor grabad

!-het Di*i$ion $ylhet Biswanath

+.. 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 7F $M? )enter of F#3$T $?)(3#TI #$% M# B =B %T+ through which our customers ha&e access to their account from another branch. AT, @De(it CardA F#3$T $?)(3#TI #$% M# B =B %T+ has introduced since March '77G through +utch -Bangla Bank country. ccount at any branch" he5she can apply for branch. 2e5she also can apply for one or more deposit account as mentioned abo&e. Benefit$ of AT, De(it Card er*ice: TM +ebit )ard ser&ice TM booths within the

nybody" who has a )urrent5$a&ings5$hort =otice +eposit TM +ebit )ard from that TM )ard against a single

- )ustomer can get '@-hour )ash >ithdrawal ser&ice including holidays.

".1 Online Banking

F$#B ha&e set up >ide to our rea =etwork through 3adio" Fibre-:ptics 0 other customers. ll Branches are included in our >ide rea

a&ailable communication media systems to pro&ide any branch banking )ustomer of one branch is now able to deposit and withdraw money at any of our branches.

=etwork. =o TT5++ or cash carrying will be necessary.

+.3

chedu-e of Bank Charge$FCo..i$$ion

chedu-e of Bank Charge$FCo..i$$ion in re$&ect of In-andF On-ine Tran$action.

-. No. T!&e$ of er*ice Nature of Charge$ Rate of Charge$FCo..i$$ion

)urrent ccount 5 $T+ ccount $a&ings ccount

'

Maintenance )harges ccount )losing )harges Maintenance )harges

Tk.877.77 *2alf yearly, Tk.C77.77 Tk.C77.77 *if a&erage +eposit balance abo&e Tk.'8"7775- *2alf yearly,. Tk.677.77 *if a&erage +eposit balance Tk.'8"7775-, Tk. =il *if &erage +eposit balance Tk.8"7775-,. Tk.'77.77

ccount )losing )harges

C @

)he!ue Book #ssue )ollection *%ocal, a. )ollection of %ocal )he!ues b. )ollection of outstation che!ues5bills *clean5documenta ry,

)harges

67 pages Tk.'8.77 '8 pages Tk.87.77 87 pages Tk.677.77 )on&eyance at actual Minimum Tk.875- per instance i, (pto Tk.'8"7775- M7.'7H Min. Tk.875ii, bo&e Tk.'8"7775- but not exceeding Tk.6.77 lac M7.'7H Min.Tk.6775iii, bo&e Tk.6.775- %ac but not exceeding Tk.8.77 lac M7.68H Min.Tk.'775i&, :&er Tk.8.77 lac M7.67H Min. Tk.6"7775- Max. Tk.'"7775Tk.677.77

c. )he!ue returned unpaid from )learing house

)harge

d. Bounced )he!ue drawn on us *)ash )learing or Transfer, e. *3egd., f. Fax g. Telephone 8 h. e-mail5$M$ a. ++5TT issued

)harge )harge

#nward ; Tk.677.77 :utward ; Tk.677.77 t ctual Minimum Tk.87.77

)harge Tk.87.77 *per page, Tk.87.77 */er Minute, Tk.87.77

/ostage )harge

)ommission

)ommission 7.68H )harges Tk.'8.77 Telegram ; t actual min Tk.87.77 Telex ; t actual min Tk.87.77 Tk.677.77 *Flat, Tk.677.77 *Flat,

b. )ancellation of ++5TT5/:5 $+3 c. #ssuance of +uplicate instrument )ommission d. /ay :rder #ssue

#nland Bills /urchased *Taka,

)ommission

a, (pto Tk.6"777.77 Tk.68.77 b, bo&e Tk.6"777.77 but not exceeding Tk.6.77 lac - Tk.'8.77 c, bo&e Tk.6.77 %ac but not exceeding Tk.8.77 %ac - Tk.87.77 d, bo&e Tk.8.77 Tk.677.77 (pto Tk.6.77 lac M6.'8H min. Tk.'87.77 (pto Tk.8.77 lac M6H min. Tk.6877.77 :&er Tk.8.77 lac M7.G8H min. Tk.8"777.77 t actual min. Tk.68.77

/ostage )harges e-mail5$M$ )harges Fax )harges Telephone t actual min. Tk.@7.77 Tk.'8.77 per minute Min. Tk.@7.77 t actual min. Tk.87.77 3

)harges G F $tanding #nstruction )harges of /arcel )ommission )ommission Tk.87.77 Tk.@7.77 for each parcel for first 67 days 0 additional Tk.67.77 for e&ery subse!uent 67 days or part thereof. :n )lients 5)

Dodown )harges a. )lients Dodown under Banks )ustody )lients Dodown under Banks custody i, 3ent ii, #nsurance iii, $alary 0 llowances of Dodown staff i, 3ent b. Banks rented Dodown ii, #nsurance iii, $alary 0 llowances of Dodown staff

:n )lients :n )lients :n )lients

5) 5) 5)

ctual rate for floor space occupied plus proportionate maintenance cost. To be reali-ed from the clients proportionately +o

67

%ocker

a, 3ent* nnually,; i, $mall ii, Medium iii, Big $ecurity money for key of each locker

Tk.6877.77 Tk.'777.77 Tk.'877.77 Fixed Tk.'"877.77

66 6'

$ol&ency )ertificate Transfer of

Tk.C77.77 5) Tk.'77.77 3

6C

from one branch to another 5) /er year $tatement5Balanc e )onfirmation )ertificate

=il N Two Times *per year, Tk. '77 per instance N in addition to o&er two times *per year,

)ertificate for B: Tk. 677 per instance 3e-$chedule )harges M7.67H Min. Tk.6"7775)harges 68 :nline )harges; a, )ash withdrawal limit Tk.8"77"777.77 *Fi&e %ac, b, +eposit5 Transfer amount -(nlimited c, :fficials of F$B% may be allowed to a&ail of the online banking facilities free of charges up to the limit of his5her monthly gross salary" subject to prior appro&al to branch Manager d, :nline transaction will be closed at C.77 pm and after C.77 pm if any party seeks transfer5deposit5withdrawal any fund then T.T. cost will be applicable. 6@ Note: 5AT G other Ho*t. 4e*ie$ are a&&-ica(-e a$&er Ho*t. 4a>$.

".D 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 3

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.

".10 2ay 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 organi-ation is its customer responsi&eness. To achie&e superior customer responsi&eness an organi-ation must be able to do a better job than

competitors of identifying and satisfying the needs of its customers. )ustomers will than place more &alue on its products" creating a differentiation-based competiti&e ad&antage. #n this respect" the customer ser&ice department is &ery important as a way of creating greater customer responsi&eness. )ustomer ser&ice is the department in which the first interaction between the customer and the bank takes place. $ince the first impression is the long lasting impression" the !uality" customi-ation and response time of this department is &ery important. +ifferent types of acti&ities are conducted here. The main acti&ities are; Meeting customer in!uiry :pening new accounts and )losing accounts #ssuing pay-:rder" +emand +raft etc. :thers

".11.1.A Meeting customer in;uiry This is primary task of customer ser&ice department. )ustomers may come to this department and make in!uiries about any bank related matters. These persons can be either existing customers or potential customers. They can make different types of in!uiries such as their account balances" changes in profit rates" banks new ser&ices offerings and so on. ".11.1.B O#ening ne7 accounts and *losing accounts The relationship between the bank and its customer starts with opening an account. There are different types of accounts considering different customer types and re!uirements.

,udara(a

a*ing$ De&o$it$ @, DA

A- 6adiah Current De&o$it @A6CDA ,udara(a Ter. De&o$it Recei*e @,TDRA ,udara(a hort Notice De&o$it @, NDA

=ow-a-days under the strict monitoring of Bangladesh bank" there are se&eral criteria that a client must fulfill as he5she5an organi-ation wishes to open an account. The basic criteria are discussed below; ccount :pening Form * :F, duly filled and signed $ignature cards properly signed pplicant introduced by an authori-ed person such as account holder or employee of F#3$T $?)(3#TI #$% M# B =B %T+ or by a respectable person acceptable to the bank. Two copies of passport si-ed 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 *BI), form properly filled in and signed. 1or Indi*idua-$

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.

1or Pro&rietor 0nter&ri$e Trade %icense T#= )ertificate

1or 4i.ited 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 authori-ing for opening account and specimen signature for operation of account duly attested by the )hairperson. %atest udited Balance sheet.

Trade license. T#= )ertificate

1or Partner$hi& 0nter&ri$e )ertified )opy of the constitution of the firm 3egistered /artnership +eed5duly =otari-ed /artnership +eed at will *in case of unregistered firm,

1or A$$ociationFC-u(F ociet!FCharit! etc Minutes of the )ommittee meeting authori-ing the opening of an account with the bank duly certified by the $ecretary and the )hairperson copy of the resolution of )ommittee authori-ing 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 :rgani-ations," or one #+ each for each of a joint account. :ne person5organi-ation can ha&e only one #+ using which he5it can ha&e se&eral accounts. 6ho can o&en AccountI /ersons o&er 6F *?ighteen, years *except some restricted persons, )lub ssociation gent %i!uidator :rgani-ation 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.

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<ue (ook: fter opening account" customer needs a che!ue book *especially for )urrent account 0 $a&ings account holders," so that they can withdraw money when they need. The customer ser&ice pro&ides new book to the customer. (pon recei&ing the new book re!uisition slip duly signed by the customer" a new book is issued. The number of pages of the new book may be different depending on the type of account and the customer re!uest. Before deli&ery" all the pages of the new book are signed by the authori-ed signatory of the bank.

I$$uing De&o$it $-i&: deposit slip is needed to deposit money in an account. The customer ser&ice department pro&ides deposit slip to the customer.

Pro*iding Account Time to time"

tate.ent:

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% T70OR0TICA4 A P0CT

Cu$to.er ati$faction:

)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 of satisfaction 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$to.er Differentiation $trateg!:

ati$faction:

$atisfaction is !uickly becoming the key to competiti&e posture within an industry. #nitially" products or ser&ices secure life in the market by fulfilling a basic need. But only offering minimal functionality grants a product nothing than commodity status. To ensure long-term

market success" businesses ha&e created brands. Brands allowed business to de&elop and sustain an image" differentiating one anothers products in the eyes of customer. Today most companies are le&eraging branding to its maximum benefit. To further differentiate brands" customer satisfaction is the most likely next strategy. )ompanies are reali-ing that the brand that best satisfies its customers not only keeps them longer" but also benefits from positi&e word of mouth.

I.&ro*ed &rofita(i-it!:
There is both an intuiti&e belief and empirical e&idence that impro&ed customer satisfaction will increase organi-ational profitability.

I.&ro*ed cu$to.er retention:

$atisfaction customers. extends customer lifetime &alues. lso focusing on

satisfaction helps to estimate negati&e word of mouth of dissatisfied

I.&ro*ed .arket $hare:

There are always four sources of business for a firm. Four sources of customers in any purchase decision ha&e been identified as; 6, retained customers" ', customers switching from competition" C, customers new to the category and @, customers lea&ing the category. +ifferent probabilities of success are associated with each of these four classes of customers because retained customers exhibit probability for additional 3

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 organi-ation. 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$to.er $ati$faction:

Thus by enhancing the relations with the customers by taking an initiati&e towards their satisfaction thereby attracting them will ultimately impro&e their perception of &alue towards the organi-ation which will lead to increase in profits.

Ro-e$ of Cu$to.er $ati$faction .ea$ure.ent:

Infor.ation: The primary intention for measuring customer satisfaction is to collect information regarding either what customers report needs to be changed *in a product" ser&ice or deli&ery system, or to assess how well an organi-ation 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.

Co..unication: The &ery act of sur&eying customers con&eys a &ery positi&e message9 the organi-ation is interested in its customers well-being" needs" pleasures and displeasures. >hile this is admittedly a .marketing

message1" there is nothing wrong in allowing a sur&ey to both the informational and communicational roles. Thus the image of the organi-ation in the customers mind regarding its offerings becomes the reality related to its products and ser&ices offered.

Can 100B Cu$to.er

ati$faction (e achie*edI

#t is not possible to achie&e 677H customer satisfaction e&er. 3eason being simple that e&ery time the organi-ation tries to meet the customers expectation" the le&el of expectation increases next time thus there is always some gap between the two. The organi-ation can at least try to always keep on meeting or staying close to customer expectation

7o> to Achie*e Cu$to.er

ati$factionI

#nitiali-e #dea )ampaigns

$upport a $er&ice #mplement $er&ice $tandards +ri&en philosophy

Customer Satisfaction

$elect $er&ice +ri&en ?mployees

+isco&er )urrent $er&ice Trends

)hange

)reate 3eward ttitudes and

$ystems Beha&iors Teach <uality $er&ice $kills

I$ Cu$to.er

ati$faction .ea$ure.ent $taticI

s discussed earlier that there is always some gap between what is expected and what is actually deli&ered" thus customer satisfaction measurement process is dynamic and not static" thus it should be practiced on a continuous basis for future impro&ement.

I$ to .ea$ure and .anage cu$to.er $ati$factionI 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 organi-ation to manage and impro&e. naO&e &iew of business might suggest that profit is the appropriate goal of an organi-ation" which is a &ery shortsighted &iew. From a practical &iewpoint" the primary goal of an organi-ation has to be customer retention. :nly with a steady base of customers can an organi-ation hope to make a profit. nd only by first satisfying customers can a business e&er hope to retain its current customers.

Co.&-aint$ and cu$to.er $ati$faction:

Fre!uently businesses operate on the principle that if things go wrong" they will hear about it from their customers. )ountless in&estigations document 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.

0fficient .ethod of cu$to.er $ati$faction:

Thus the organi-ation 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 analy-ed through to measure customer satisfaction9 this process should be repeated after a predecided gap of customer organi-ation time frame not only to measure but also to impro&e customer satisfaction in long run.

6hat i$ the U-ti.ate Hoa-I

CU TO,0R

The ultimate goal of any organi-ation should be to position itself as a better product and ser&ice offering organi-ation through continuous measurement and management of customer satisfaction.
SURVEY ANA4C 0 G I,PRO50

PART: 0' HRAP7ICA4 ANA4C I

/ue$tionnaire ur*e! Ana-!$i$:
#n e&ery sur&ey" it is essential to analy-e 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.

1igure; 1

R e$&ondent cu$to. er$(!t!&e of Account$

30B +0B '0B %0B "0B 20B 10B 0B +0B 2DB 12B

P erc enta g e of R e$ &ondent

C urrent Ac c ount

a *ing $Ac c ount T !&e of Ac c ount

1 iJed Ac c ount

Ana-!$i$:

From the graph" it is seen that 6'H of the respondent are current account holder" A7H of the respondent ha&e sa&ings account" 'FH of the respondent customers ha&e fixed deposit account. 2ere most of the respondents ha&e sa&ings account. 2ere Bank should gi&e importance on other accounts.

1igure; 2

R e$ &ondent B anking >ith 1 IB 4 +0B '0B %0B "0B 20B 10B 0B

Bof R e$&ondent

2DB +B B e-o> 1 !ear 1;" !ear$

"+B

"0B

";' !ear$

' !ear$ G a(o*e

C ear of B anking> ith 1 IB 4

Ana-!$i$: From the graph" it is seen that the AH respondent is banking with F$#B% below 6 year9 the 'FH respondent is banking with F$#B% for 6 to C years" the CAH respondent banking with F$#B% for C to 8 years 0 rest of C7H respondent is banking with F$#B% for 8 years and abo&e. 2ere most of the customers banking with F$#B% more than C years and abo&e for the ser&ice and reputation of the bank.

2ere bank should impro&e their ser&ice and personal relationship with the customers.

1igure; "

ati$factiona(out ,uda ra(a a *ing $D e&o$it @, DA

677H F7H A7H @7H '7H 7H $tronly gree gree =either agree nor disagree +isagree $tronly disagree 68H 8H 7H 7H

F7H

Ana-!$i$: From the figure it re&eals that F7H 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

people are confused to determine their satisfaction le&el from this ser&ice of the Bank.

1igure; %

ati$factionfro.A- 6 adiahC urrent De&o$it @A6 CD A

677H F7H A7H @7H '7H 7H 7H 7H 7H $atisfaction from l >adiah )urrent +eposit * >)+, A7H @7H

Ana-!$i$: From the figure it re&eals that A7H people are strongly satisfied with satisfied with l >adiah )urrent +eposit * >)+, facilities of the Bank. l

>adiah )urrent +eposit * >)+, facilities of F$#B% 0 @7H people are

1igure; '

0ntertain. entfaci-itie$areenoug h
677H F7H A7H @7H '7H 7H $tronly gree gree =either +isagree $tronly agree disagree nor disagree 'H 7H 7H 8FH @7H
?ntertainment facilities are enough

Ana-!$i$:

From the figure it re&eals that 8FH 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.

1igure; +

ati$fa ctionfro.,udara (aT er.D e&o$it Recei* e@,T D RA

677H F7H A7H @7H '7H 7H
$tronly gree gree =either +isagree $tronly agree disagree nor disagree

F4H

66H

7H

7H

7H

$atisfaction fromMudaraba Term+eposit 3ecei&e *MT+3,

Ana-!$i$: From the figure we can see that F4H 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.

1igure; 3

$atisfaction fromMudaraba Monthly /rofit +eposit $cheme

677H F7H A7H @7H '7H 7H

4CH

GH
$tronly gree gree

7H

7H

7H

$atisfaction fromMudaraba Monthly /rofit +eposit $chem e

=either +isagree $tronly agree disagree nor disagree

Ana-!$i$: From the figure we can see that 4CH people are strongly satisfied with Mudaraba Monthly /rofit +eposit $cheme facilities of F$#B% 0 GH people are satisfied with Mudaraba Monthly /rofit +eposit $cheme facilities of the Bank.

1igure; D

ati$ faction fro.,udara( a,i--ionaireD e&o$ it ch e. e@,, A

677H F7H A7H @7H '7H 7H

$tronly gree gree =either +isagree $tronly agree disagree nor disagree

8'H 'GH '6H 7H 7H $atisfaction fromMudaraba Millionaire +eposit $chem e *MM$,

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.

1igure; E

ati$factionin A T, er*ice$
677H F7H A7H @7H '7H '7H 7H 7H $tronly gree gree =either +isagree $tronly agree nor disagree disagree 7H 6FH $atisfaction in TM $er&ices

A'H

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.

1igure; 10

ati$factionin Re. ittance er*ice$

677H F7H A7H @7H '7H 7H 7H $tronly gree gree =either +isagree agree nor disagree $tronly disagree 7H 7H C'H $atisfaction in 3emittance $er&ices AFH

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.

1igure; 11

ati$factionin 0-dorado faci-itie$

677H F7H A7H @7H '7H 7H $tronly gree gree =either +isagree $tronly agree disagree nor disagree CAH $atisfaction in ?ldorado facilities 7H 7H 7H A@H

Ana-!$i$: s from the table we can see that majority people are strongly satisfied with 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.

1igure; 12

ati$factionin 1 oreig nT rade faci-itie$

677H F7H A7H @7H '7H 7H 7H $tronly gree gree =either +isagree $tronly agree nor disagree disagree 7H 7H 8AH @@H $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.

1igure; 1"

ati$factionin ,o(i-e B ankingfaci-itie$

677H F7H A7H @7H '7H 7H 7H $tronly gree gree =either +isagree $tronly agree nor disagree disagree 7H 'FH @AH 'AH $atisfaction in Mobile Banking facilities

Ana-!$i$: s from the table we can see that majority people are not strongly satisfied with the Mobile Banking facilities but satisfactory le&el is a certain le&el. This deli&ers the message that the bank has not in a satisfactory ser&ice position in terms of its Mobile Banking facilities ser&ices. $o it has to do more than enough to take a place in this sector.

1igure; 1%

ati$factionin On;-ine (ankingfaci-itie$

677H F7H A7H @7H '7H 7H $tronly gree gree =either +isagree $tronly agree nor disagree disagree AH $atisfaction in :n-line banking facilities 7H 7H 7H 4@H

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.

1igure; 1'

ati$factionin In*e$t. ent faci-itie$

677H F7H A7H @7H '7H 7H 7H $tronly gree gree =either +isagree agree nor disagree $tronly disagree 7H C@H 6FH @FH $atisfaction in #n&estment facilities

Ana-!$i$: s from the table we can see that majority people are not strongly satisfied with the #n&estment facilities but satisfactory le&el is a certain le&el. This deli&ers the message that the bank has not in a satisfactory ser&ice position in terms of its #n&estment facilities ser&ices. $o it has to do more than enough to take a place in this sector.

1igure; 1+

Confidentia-it!of cu$to. er infor. ationi$ . aintained

677H F7H A7H @7H '7H 7H $tronly gree gree =either +isagree $tronly agree nor disagree disagree @H 7H 7H 7H )onfidentiality of custom er inform ation is maintained 4AH

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.

Figure- 17

7H 7H

er*iceCharg e$
7H

'AH

$tronly gree gree =either agree nor disagree +isagree $tronly disagree G@H

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 surve ed think that its charges are &uite acceptable comparing to the charges of the others. Somewhat are not satisfied but the portion of

unsatisfied customers are regularl normal for the bank. 'his is possible because of the emplo ee(s personal relationship with the customers " Banks vision for their customers.

1igure; 1D

1 IB 4need &roduct di*er$ ification

6'H

Ies =o

FFH

Ana-!$i$: From the figure" it is seen that FFH 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

F$#B% needs to modify the existing products 0 confirmed the a&ailability of products to reach the customers.

PART: 0+ ,A#OR 1INDINH

'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. 3

 'he customers are not satisfied with the number of A', booths.

'he customers are not satisfied with the s stem of issuing a card.

'he customers are satisfied with the !SIBL emplo ees( attitude and behavior because 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 s stem is not easier. ,ost of the customers are satisfied with total process of !SIBL. !SIBL takes longer time to open LC.

PART: 03 R0CO,,0NDATION

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 si-e" location and personal relationship. To hold the le&el of customer satisfaction bank should offer new product and pro&ide better ser&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.

 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: 0D CONC4U ION

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

compensation in &arious sectors like-they ha&e a wide range of bonusbranch 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 summari-e the whole situation" # would like to say that" this organi-ation 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 moderni-ation 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

 >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