Customer Care

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Chapter

1
- Introduction -

Origin of the Report
Report Previews
Abbreviation

1. Introduction

1.1 Origin of the report

The following Internship report is a requisite for the completion of the BBA internship program of North South University. It is a 4 credit hour course with duration of 12 weeks. This report was in the making for Dr. Abdul Hannan Chowdhury, Professor, School of Business & Director, BBA Program & CPDS, North South University. The primary goal of the internship is to provide a smooth transition from the student life to the corporate world.

As an intern, I worked in the Gulshan South Avenue branch of Shahajalal Islami Bank Limited for 12 weeks. As an intern, I had the opportunity to do different types of tasks, which broadened my perception about a bank’s operation. During this period, I used my observation and gained experience about various banking functions and day-to-day operation regarding the General Banking Sector.

During my internship, I was placed under the Branch Account Manager (BSSM), Mr. Goni. There I was constantly in touch with the bank’s customers where I got a chance to observe the customers’ behaviors and listen to all their complaints. I also got the opportunity to interview them at that point. This point was beneficial for me as I could directly observe the manager-customer dynamics and how the service quality varied with each new customer.

Shahjalal Islami Bank Limited was established as a public limited company on 1st day of April 2001 under the company’s act, 1994 for carrying out all kinds of banking activities with the authorized capital of Tk. 2,000.00 million divided into 20.00 million ordinary shares of taka 100 each. The Bank commenced its commercial operation in accordance with interest free Islamic Shariah based commercial bank on the 10th May 2001 under the group of Bank Companies act, 1991 with the permission of Bangladesh Bank. During last five years SJIBL has increased its service coverage by opening new branches at different strategically important locations across the country.

The Bank was sponsored by a group of local businessman having exposure in RMG, Insurance, Electronics and Education etc. The sponsors have subscribed and fully paid for 9.35825 million ordinary shares of Tk. 100 each amounting to Tk. 935.825 million. The Bank now proposed to increased the paid up capital to TK. 1,872 million consisting of 18.72 million ordinary shares of TK. 100 each by issuing 9.36 million ordinary of Tk. 100 each by way of Initial Public Offer (IPO).

1.2 Report Preview

The report mainly contains two parts. The Organization part gives the idea about Shahajalal Islami Bank’s historical background, different divisions, banking services and branches. There is a literature review and a work report that mainly discusses about my experience at the Bank. The Project part is about my research work, which is finding the customer satisfaction level of Shahajalal Islami Bank. I provide my hypothesis development and lastly data analysis part. It also includes my point of views and some conclusions and recommendations to ensure their quality service.

Chapter

02

The Organization Part

Islamic Banking System
What is Islamic Bank?
An Islamic bank is a Financial Institution that operates with the objective to implement and materialize the economic and financial principles of Islam in the banking area. The Organization of Islamic Conference (OIC) defines an Islamic bank as “a financial institution whose statutes, rules and procedures expressly state its commitment to the principals of Islamic Sharia and to the banking of the banning of the receipt and payment of interest on any of its operation.”

According to Islami Banking Act 1983 of Malaysia, Islamic Bank is “a company, which carries on...
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