Premium Essay

Customer Satisfaction of Sjibl Ltd

In: Business and Management

Submitted By mhusain
Words 6510
Pages 27
Chapter I: Introductory Part

1.0 Introduction
Early banking system served mainly as depositors for funds, while the more modern system has considered the supplying of credit their main purpose. A bank not only accepts money or deposits, but also lends money and creates its own credit; Crowther (2009, Bank Foundation, 5th edition) has defined a bank as “a dealer in debts- his own and of other people”. Sawyers (2006, Fundamentals of Banking, 2nd edition) states, “we can define a bank as an institution whose debts (bank deposits) are widely accepted in settlement of other peoples debts to each other”.

Banks are financial institutions or financial intermediary that collect fund from people as deposit and lend this fund as loans and advances to the borrowers in different sectors of the economy against interest for certain period. Banks play a very important role in both national and international trade. Moreover, banks provide some other non-traditional services like factoring, issuing bank guarantees etc. which are very supportive to modern business.

In Bangladesh, there are government Banks, Private Banks and foreign Banks. Shahjalal Islami Bank Limited is one of the leading private sector commercial bank in Bangladesh.

1.1 Origin of the report
This report titled “Level of Satisfaction of Employees at Shahjalal Islami Bank Limited Regarding Compensation Package” is prepared for fulfilling a partial requirement of both the BBA and the internship programs. Shahjalal Islami Bank Limited is the host organization for the two months internship program which began on March 15th 2012 and ended on May 15th 2012. To prepare the report as an apprentice have taken necessary assistance from Ms. Nahneen Sultana who authorized me to prepare this report.

1.2 Importance of the study
Large Industry setup requires a huge amount of capital. But Bangladesh is poor…...

Similar Documents

Premium Essay

Customer Satisfaction

...Customer Satisfaction in the Mobile Telecommunications Industry In Nigeria Author: | Dr. Samuel Eniola  anders.hederstierna@bth.se | Title: | Customer Satisfaction in the Mobile Telecommunications Industry In Nigeria | Translated title: | Customer Satisfaction in the Mobile Telecommunications Industry In Nigeria | Abstract: | Customer satisfaction is a fundamental marketing construct in the last three decades. In the past, it was unpopular and unaccepted concept because companies thought it was more important to gain new customers than retain the existing ones. However, in this present decade, companies have gained better understanding of the importance of customer satisfaction (especially service producing companies) and adopted it as a high priority operational goal. This study aimed at investigation the overall customer satisfaction of the mobile telecoms industry in Nigeria, factors influencing satisfaction and the relationship between satisfaction and demographics. The results obtained in this research indicated that 57% of the respondents were satisfied and 5% highly satisfied. The combination of network quality, billing, validity period and customer support (mobile services attributes) showed strong relationship with satisfaction while age, gender, location and employment variables showed weak relationship. | Subject: | Företagsekonomi - Business Administration\Management Control Företagsekonomi - Business Administration\Marketing Företagsekonomi -......

Words: 5256 - Pages: 22

Free Essay

Customer Satisfaction

...Customer Satisfaction in the Banking Industry Case Study – Barclays Bank of Kenya Ltd. Customer satisfaction is a major issue in almost all sectors. This can basically determine the success and profitability of a company as a satisfied customer would most likely to ‘spread the good word’ or would have be happy to do business again with the firm. It is an important theoretical and practical issue for market researchers and consumer researchers (Meuter et al, 2000). With positive results in most research, the significance of customer satisfaction and customer retention in strategy development for a “market oriented’’ and “customer focused’’ firm cannot be underestimated (Kohli and Jaworski, 1990). Specifically, Levesque and McDougall (1996) stated that customer satisfaction and retention are critical for retail banks, because of their impact on the company’s profit. With this, there is the challenge for banks to deliver a satisfactory quality service. After all, customer satisfaction is inarguably one of the two core concepts that are at the root of the marketing theory and practice (Spreng and Mackoy, 1996). The other one is service quality but it can be said it is not purely intertwined with customer satisfaction as a customer can be satisfied even though the service is not of high quality. But then, customer satisfaction is considered a must for customer retention and loyalty, and undoubtedly helps in realizing economic goals like profitability, market share,......

Words: 4589 - Pages: 19

Premium Essay

Customer Satisfaction

...Company Information : Airtel Bangladesh Ltd. is a GSM-based cellular operator in Bangladesh. Airtel is the sixth mobile phone carrier to enter the Bangladesh market, and launched commercial operations on May 10, 2007. Warid Telecom International, an Abu Dhabi based consortium, sold a majority 70% stake in the company to India's Bharti Airtel Limited. Bharti Airtel is making a fresh investment of USD 300 million to rapidly expand the operations of Warid Telecom. This is the largest investment in Bangladesh by an Indian company. This is Bharti Airtel‟s second operation outside of India. Dhabi Group continues as a strategic partner retaining 30% shareholding and has its nominees on the Board of the Company. Bharti Airtel Limited took management control of the company and its board, and rebranded the company's services under its own airtel brand from 20 December 2010. The Bangladesh Telecommunication Regulatory Commission approved the deal on Jan 4, 2010. The new funding is being utilized for expansion of the network, both for coverage, capacity, and introduction of innovative products and services. As a result of this additional investment, the overall investment in the company will be in the region of USD 1 billion. Airtel Bangladesh Ltd. at Glance  Type: Private  Industry: Telecommunication  Founded: December 1, 2010 (Registration date)  Headquarters: House 34, Road 19/A, Banani, Dhaka 1213, Bangladesh  Key people: Chris Tobit (Chief Executive Officer),......

Words: 11143 - Pages: 45

Premium Essay

Customer Satisfaction

...IMC and Customer Satisfaction IMC and Customer Satisfaction In the Robinson Consultation Firm we plan to get our name out to our customer with some advertising. We will have some ads that will be located in the local newspaper to get us started. We will also use social media sites to get our name and services known. The newspaper will be a good way to bring awareness to small businesses and people who want to start their own business. Once our name becomes known we can then use social media sites as people spread the word. Some work in the beginning may be done at a discount or for free to show people that the services we offer will be affective. This will allow customer to see who our planning can help their business. Once trust is establish and the work pays off then we will have something to show to other customers. So the main part of our advertising will be to get our name known with showing that our services will work and then have our name spread via word of mouth. TV ads will not be used in the beginning stages to save on cost. The firm will have a website that clients can go to see who we are and what we can make happen for them. Just like our clients who will be on the move our advertising plans will be made to suit them. By using these methods we can effectively meet our marketing goals. Our goals will be to get our name out to the public, Let our services do the talking, and to build long lasting relationships with our customers. We can do this by......

Words: 1093 - Pages: 5

Premium Essay

Customer Satisfaction

...INTERNSHIP REPORT ON Measuring customer satisfaction by using SERVQUAL Dimensions in Dutch-Bangla Bank Limited INTERNSHIP REPORT ON Measuring customer satisfaction by using SERVQUAL Dimensions in Dutch-Bangla Bank Limited Submitted To: Madam Usmita Afrose Associate Professor Department of Marketing University Of Dhaka Submitted By: Kaniz Fatema Roll: 82 Batch: 15th Department of Marketing University of Dhaka Date of Submission: 03 April, 2013 Letter of Transmittal April 03, 2013 Usmita Afrose Associate Professor Department of Marketing University of Dhaka Subject: Submission of Internship Report. Dear Madam, It is a great pleasure and privilege to present the internship report titled “Measuring Customer Satisfaction by using SERVQUAL Dimensions in Dutch Bangla Bank Ltd” which was assigned to me as a partial requirement for the competition of BBA Program. Throughout the study I have tried with the best of my capacity to accommodate as much information and relevant issues as possible and tried to follow the instructions as you have suggested. I tried my best to make this report as much informative as possible. I sincerely believe that it will satisfy your requirements. I however sincerely believe that this report will serve the purpose of my internship program. I am grateful to you for your guidance and......

Words: 13993 - Pages: 56

Premium Essay

Customer Satisfaction

...Customer Satisfaction towards Retailers ICA, ICA NÄRA and COOP FORUM Author: Phuc Hong Lu Ian Grace.B. Lukoma Subject: Master Thesis in Business Administration 15 ECTS Program: Master of International Management Gotland University Spring semester 2011 Supervisor: Ph.D Bo Lennstrand ABSTRACT In the midst of stiff and fierce competition and increased number of grocery retail outlets providing a variety of products, customers have become accustomed to patronizing multiple outlets. Retailers have recognized this trend and are of the view that customer satisfaction plays a role in the success of business strategies. Therefore it has become important for grocery retail stores to try and manage customer satisfaction. This paper was thus developed to investigate the satisfaction levels of customers in supermarkets. Data was collected from three supermarkets in Visby, Gotland. The study examined the importance of overall dimensions and specific elements of customer satisfaction towards the measurement of satisfaction levels. In addition, comparative analysis was conducted between the three relative grocery stores. Customer satisfaction levels were measured. The highest percentage of customers of the whole sample belonged to medium level of satisfaction. The statistical result concluded that customers of ICA Nära and customers of ICA were higher satisfied than those of Coop Forum. The results showed that customers felt satisfied with Location, Staff courtesy and Reliability of......

Words: 16512 - Pages: 67

Premium Essay

Customer Satisfaction

... CUSTOMER SATISFACTION  Customer satisfaction is the individual’s perception of the performance of the product or service in relation to his or her expectation. Customer satisfaction is a key metric for banks to assess how effectively the web furthers their objectives of customer acquisition, retention and increased share of wallet.To assess the role of the online channel in meeting the needs and exceeding the expectations of customers. As banks have aggressively pursued multi-channel strategies, the online channel is growing in importance and adoption. Consumers want a personalized, integrated online channel that caters to their many financial management needs, including: One view of their total financial picture including anytime, anywhere access to account summaries and details, simplified tracking and progress toward achieving specific goals that they can establish, and the ability to make any type of payment from any account they choose on the date of their choosing.  Tools, training and support to assist with both short and long-range goals like savings strategies, debt reduction and money management, as well as access to others’ opinions and experiences, that help them make intelligent choices and alerts and reminders that keep them on track.  A financial partner and advisor who helps their customers achieve their financial goals and who proactively advises them on how to improve their financial situation.  Online banking households are more challenging customers,......

Words: 340 - Pages: 2

Premium Essay

Customer Satisfaction

...Customer Satisfaction Survey for a Modern Greek Bank and Relationships Between Customer Satisfaction, Customer Loyalty, Complaints Handling and Recommendation. Spyridon G. Aliferis, University of Paisley Business School, Scotland, UK (June 2006) Dr. Panagiotis Kyriazopoulos ABSTRACT The main subject of this survey is to measure and understand the elements of customer satisfaction and its impact to business growth and future. One of the aims of this survey is to confirm the validity of the hypothesis that modern banks keep their customers very satisfied and that is why they grow over older banks at a higher pace. Another aim of this research is to identify which are the areas that modern banks excel, through which actions they do it and what elements can be improved. Last aim is the identification of relationships and connections between customers’ satisfaction, loyalty, recommendation and complaints handling. It is supposed that the elements of customer’s satisfaction perception include easiness of Access, Service provided, Products and Personnel. The conceptual background deals with the literature review in customer satisfaction, service quality, complaints handling and loyalty. Reichheld & Sasser (1990) argued that loyalty is directly connected with profitability. The survey was conducted by the usage of anonymous questionnaires to customers of a Greek modern bank. The first conclusion was that the respondents were very happy with......

Words: 9073 - Pages: 37

Premium Essay

Customer Satisfaction

...commercial banks in Bangladesh. Standard Bank Ltd. is one of them. Now internet banking is a very popular form of transaction among peoples. Because by this they can do their various banking activities without going to the bank and in a very short time. In this research study the researcher conducted a research on “Customer Satisfaction with Internet Banking Service Quality Based On Standard Bank ltd”. The main objective of this research is to identify the key factors that influence the internet banking and Helps to retain customers of the Standard Bank Ltd. 2. Background and Corporate Information of Standard Bank 2.1 Standard Bank Limited Standard Bank Limited (SBL) was incorporated as a Public Limited Company on May 11, 1999 under the Companies Act, 1994 and the Bank achieved satisfactory progress from its commercial operations on June 03, 1999. SBL has introduced several new products on credit and deposit schemes. It also goes for Corporate and Retail Banking etc. The Bank also participated in fund Syndication with other Banks. Through all these myriad activities SBL has created a positive impact in the Market While running practical orientation with SBL Pragoti sarani branch, I was placed in two vital Departments. These were: • General banking • Credit General banking is the starting point of all the banking operations. It is the department, which provides day-to-day services to the customers. It opens new accounts,......

Words: 5814 - Pages: 24

Premium Essay

Customer Satisfaction

...1. INTRODUCTION 1.1 CUSTOMER SATISFACTION Customer satisfaction is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four of a Balanced Scorecard. “Degree of satisfaction provided by the goods or services of a firm as measured by the number of repeat customers” In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. However, the importance of customer satisfaction diminishes when a firm has increased bargaining power. For example, cell phone plan providers, such as AT&T and Verizon, participate in an industry that is an oligopoly, where only a few suppliers of a certain product or service exist. As such, many cell phone plan contracts have a lot of fine print with provisions that they would never get away if there were, say, a hundred cell phone plan providers, because customer satisfaction would be way too low, and customers would easily have the option of leaving for a better contract offer. There is a substantial body of empirical literature that establishes the benefits of customer satisfaction for firms. 1.2 OVERVIEW OF THE BANKING INDUSTRY: Banking in India originated in the last decades of the 18th century. The oldest bank in existence in India is the State Bank of India, a government-owned bank......

Words: 2401 - Pages: 10

Premium Essay

Customer Satisfaction

...Customer Satisfaction is termed as a measure of how products and services supplied by a company meet or surpass customer expectation. Customer Satisfaction is a key requirement for organization’s success and growth. In this modern corporate world characterized by intensified competition, globalization and opening up of market, attracting and retaining customers is not a trouble-free process, but should be carried out after understanding customer requirements in the best possible manner. Customers in modern days posses wide knowledge and has often provided with wide range of products and services to select with. Customers decide the future of business. The banking sector in Sultanate of Oman is not an exception to this. Banks exist in a very competitive market environment in Oman, composed of local banks, foreign banks and other financial institutions. The survival of banks depends on how well it satisfies the customer requirements, by converting it to well defined products and services. Tarawneh (2006) noted regarding banking sector that the increasing competition in the national and international banking markets, the change over towards monetary unions and the new technological innovations, herald major changes in banking environment, and challenge all banks to make timely preparations in order to enter into new competitive financial environment. The term customer satisfaction is defined by Business Dictionary as “the degree of satisfaction provided by the goods or......

Words: 364 - Pages: 2

Premium Essay

Customer Satisfaction

...Pacific Business Review International Volume 5 Issue 7 (January 2013) 74 Determinants of Customers' Satisfaction for Stock Broking Services - An Empirical Analysis Dr Rajeev K Shukla*, Dr Ajit Upadhyaya** Liberalization and deregulation of financial sector have opened multidimensional growth opportunities for the financial service providers at the same time it has provided more profitable investment opportunities to the investors to invest their money in more diversified range of products. In this competitive environment it is very crucial to every business firm to ensure satisfaction to its customers. The main purpose of the study was to know the expectations and the satisfaction levels of investors with the services provided by the Broking Firms. The research was Descriptive in nature. Random Stratified sampling method used for collecting data from 80 respondents. Self structured questionnaire comprising of 25 statements was used. Degree of customer satisfaction measured with the help of Five point Likert scale ranging from Strongly Agree (5) to Strongly Disagree (1). Mean, Standard Deviation and one way ANOVA (Analysis of Variance) used for the data analysis. The study of Customer Satisfaction in Stock Broking Agencies has revealed that Customer Satisfaction in broking agencies is highly influenced by attributes of services and the way in which these services are delivered to the customer's. It was found in the study that customer's perceived......

Words: 4444 - Pages: 18

Premium Essay

Customer Satisfaction

...Customer Satisfaction: Best Practices Customer Satisfaction is the most prominent factor in the success of a company. It is what puts the wheels in motion for a company to establish a strong foundation while simultaneously fulfilling it’s overall purpose to offer the goods and services that it is designed to provide. Consequently; in order to maintain that status and to provide valued goods or services to those customers in which any company is marketing to, it has to understand the customers needs and more specifically what provides the customer with complete satisfaction. Understanding the customer’s needs and what they require in order to be satisfied, opens up doors and provides the company with the opportunity to generate financial growth, repeat business, and a competitive advantage. In doing so, research has indicated that the best practices to measuring customer satisfaction; is to assess the goals that a company expects to deliver and identify the targeted customer, like: the existing, former, potential, or internal customers. Once a company identifies what their targeted goal is and who the targeted audience may be it is imperative that they then seek input from the customer by asking the customer for feedback. The Voice of the Customer (VOC), (Evans & Lindsay, 2011) is the “customer requirements, as expressed in the customer’s own terms (p. 201).” To develop a clear understanding of what a customer requires in their own terms, companies have been......

Words: 557 - Pages: 3

Premium Essay

Customer Satisfaction

...Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals." It is seen as a key performance indicator within business and is often part of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. Within organizations, customer satisfaction ratings can have powerful effects. They focus employees on the importance of fulfilling customers’ expectations. Furthermore, when these ratings dip, they warn of problems that can affect sales and profitability. These metrics quantify an important dynamic. When a brand has loyal customers, it gains positive word-of-mouth marketing, which is both free and highly effective. Therefore, it is essential for businesses to effectively manage customer satisfaction. To be able do this, firms need reliable and representative measures of satisfaction. In researching satisfaction, firms generally ask customers whether their product or service has met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When customers have high expectations and the reality......

Words: 1279 - Pages: 6

Premium Essay

Customer Satisfaction

...services. The citizen/ customer has a prominent place in these reforms. For many years the topic of customer satisfaction has been on the European agenda and in recent years this has rapidly grown in importance. According to the DGs’ resolution of May 2006, the main focus of the common European work and efforts regarding customer satisfaction should be on the collection of best practices and the preparation of guidelines for questionnaires to measure customer satisfaction. During the Austrian (first half 2006), Finnish (second half 2006) and German (first half 2007) Presidencies of the EU, initiatives were taken to address these aspects. At the IPSG and Customer Satisfaction Expert Group meetings, ways were discussed to gather and present good practices and create guidelines. Based on these good practices, the Customer Satisfaction Expert Group meeting and the IPSG meeting concluded that many interesting and valuable things could be done with these good practices and that the field of customer satisfaction was too large and too important to narrow attention only to customer satisfaction surveys and measurement, and to limit guidelines in this sense. “Measuring” satisfaction is one thing; “managing” satisfaction is another and should be the aim. Based upon the Cabinet Office document of 2006, titled “Customer Insight in Public Services”, a “primer” – in the form of this publication – was created. This publication explains the relevance of customer focus and......

Words: 560 - Pages: 3