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Customer Satisfaction on Shahjalal Islami Bank Limited

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Submitted By ParagonProperty
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Customer Satisfaction
2.1 Literature review:
This project deals with the service quality and customer satisfaction of Shahjalal Islami Bank Limited. A survey was conducted on the customers of Shahjalal Islami Bank Limited. The objective was to assess the level of importance the customers of Shahjalal Islami Bank put across various service level attributes and also to determine how well Shahjalal Islami Bank Limited was satisfying the customer on those service grounds. The results of this survey are then analyzed also determine the most important aspects of the service and discover various drivers of overall satisfaction.
Lastly, the findings are examined to prescribe a set of specific recommendation to improve the overall service quality according to customers expectation and also to solve the existing problems in the whole organizational level.

2.2 Definitions: Service:
A service is an act or performance offered by one party to another. Services are deeds, processes and performances provided or coproduced by one entity or person for another entity or person. It is intangible and does not normally result in ownership of any of the factors of production.

Customer Satisfaction:
Customer satisfaction 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.” In a survey of nearly 200 senior marketing managers, 71 percent responded that they found a customer satisfaction metric very useful in managing and monitoring their businesses.

‘Bank’ means Shahjalal Islami Bank Limited operating as banking company under the regulations of Banking Companies Act, 1991. ‘Customer’ means an individual to

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