Premium Essay

Customer Satisfaction Level

In: Business and Management

Submitted By shojib71
Words 9320
Pages 38
Part-one • Organization profile(IBBL)
• Job description

Organization profile
Of
Islami bank Bangladesh limited (IBBL)

After reading this chapter reader will be able to know about;
• Corporate profile of IBBL
• Mission and Vision of IBBL
• Objectives of IBBL
• Features of IBBL
• Functions of IBBL
• Management structure of IBBL
• Basic Facts
• Major differences between Conventional Bank & IBBL

Corporate profile of IBBL:
Islami Bank Bangladesh Ltd. (IBBL) was incorporated on March 13, 1983 under the companies Act, 1913 as the first interest free Shariah based commercial bank in South East Asia. IBBL started functioning on March 30, 1983 and formally inaugurated on August 12, 1983. The bank was promoted by 23 local sponsors including the Government of Bangladesh and 4 local institutions and 13 foreign sponsors including Islamic Development Bank (IDB). The foreign investors hold 57.37% of total shares while the local investors hold the rest 42.63%.

There is a Shariah council, which is entrusted with the responsibility for ensuring that the activities of the bank are being conducted on the precepts of Islam. IBBL is one of the leading first generation private sector banks in Bangladesh, which provides all kinds of commercial banking services to the customer. The bank went for IPO in November, 1985. The IBBL got enlisted with Dhaka Stock Exchange Ltd (DSE) in 1985 and Chittagong Stock Exchange Ltd. (CSE) in 1996. IBBL has been declared as one of the 20 blue chip companies by DSE and as one of the 30 best companies by CSE.

The bank has grown significantly over the last 24 years in operation. The initial paid up capital of the bank was TK. 67.50 million. IBBL has already issued rights shares on four different occasions and also issued bonus shares (Stock Dividend) on three occasions. The bank...

Similar Documents

Premium Essay

Measurment of Customer Satisfaction Level

...Measurement of Customer Satisfaction Level Of consumer Product Assignment On: Measurement of Customer Satisfaction Level Of consumer Product Pre Pared For: Salma Sultana Course Teacher of Marketing Pre Pared By: Group: Marketing 2ed Year Batch: 10th Name: Saydur Rahman Sourav ID: 301138 Submission Date: 3.04.2013 Siddheswari University College Date: 3 February, 2013. The Course Teacher Salma Sultana Subject: Application for submission of assignment on Tram Paper in Marketing Dear Sir I beg to state that, I am a student of 2ed year in group-Marketing in Siddheswari University College. I am submission of an assignment on Tram Paper. The assignment topic is Measurement of Customer Satisfaction Level Of consumer Product. So therefore pray and hope that you have received my assignment & any inquire please let us known. Sincerely Your obediently students 2ed Year Group-B ----------------------------- Saydur Rahman Sourav ABSTRACT Service quality and customer satisfaction are very important concepts that companies must understand if they want to remain competitive and grow. In today’s competitive environment delivering high quality service is the key for a sustainable competitive advantage. Customer satisfaction does have a positive effect on an organization’s profitability. Satisfied customers form the foundation of any......

Words: 10920 - Pages: 44

Premium Essay

Customer Satisfaction Level of Artifact Trading Limited

...International University-Bangladesh (AIUB) INTERNSHIP REPORT ON Customer Satisfaction Level of Artifact Trading Limited An Internship Report Presented to the Faculty of Business Administration in Fulfillment of the Requirements for the Degree Program of Bachelor of Business Administration Supervised By: Mr. AKM Kamrul Haque Assistant Professor Management Department Faculty of Business Administration Submitted By MD Khairul Islam ID # 06-07345-3 Date of Submission: 15/08/2010 INTERNSHIP REPORT ON Customer Satisfaction Level of Artifact Trading Limited Letter of Transmittal Date: August 15, 2010 To Mr. R. Tareque Moudud FCMA, Director, Office of Placement & Alumni (OPA), American International University - Bangladesh Sub: Submission of Internship Report on “Customer Satisfaction Level of Artifact Trading Limited” Sir, With immense pleasure, I am submitting my internship report on “Customer Satisfaction Level of Artifact Trading Limited”, which was assigned to me as a part of my bachelor degree program. Despite some limitations, I tried my best to make the report an inclusive one. May I, therefore, hope that you would be kind enough to accept my internship report and oblige there by. Thanking You Sincerely yours, MD Khairul Islam ID # 06-07345-3 Major: Marketing Letter of Endorsement The Internship Report entitled “Customer Satisfaction Level of Artifact Trading Limited” has been submitted to the Office of......

Words: 10552 - Pages: 43

Premium Essay

Internship Report on Customer Satisfaction Level of Scb

...institutions have their individual way of measuring and managing opportunity to keep it at the highest possible level. Objective: The objective of this report is to focus on two broad issues. One is to briefly look at Standard Chartered Bank and understand the whole banking process, keeping close attention on their culture. The second objective and the main issues of this report is as follows- To briefly discuss about the current customer satisfaction level after increasing some charges and fesses. Scope: The report limits its scope to Standard Chartered Bank only. Limitations: Customers financial Information and information at the bank is confidential & critical. Total customer satisfaction level judged by statistical measurement no such financial judgment is used here. Methodology: Approach: Standard chartered bank is the leading foreign bank in Bangladesh. The report is based on both primary and secondary research. The secondary research provided the main input for the report. This provided a theoretical basis of the report. The primary research was done to know about the banks working procedures and different segments of banks. Primary source: Primary data was collected form the users of software EBBS. Relationship managers and respective unit heads are interviewed who are using this software to analyze the financial strength of the customers. Secondary source: The secondary data has been collected from the different publication and brochures......

Words: 8860 - Pages: 36

Premium Essay

Customer Satisfaction Level of Telecommunication Sector in Bangladesh.

...1.INTRODUCTION History of the telecommunication Industry in Bangladesh: In a highly populated country like Bangladesh, telecommunication can play a vital role to boost the economy and social level of people. The introduction of cellular phones has dramatically changed the lives of businesses and individuals. As there is a growing trend of workers turning from farming to other occupations, the need for mobiles is increasing among the thousands of impoverished villages. The overall efficiency of other business has increased as an aftermath of the government's decision of deregulating the telecommunications sector, which until the late 1980s had been a state monopoly. Privatization of the telecommunications sector began in 1989, when Sheba and BRTA were awarded 25-year licenses to install and operate fixed-wire lines and wireless services in rural areas. The same year, Pacific Telecom Bangladesh got the government's permission to launch the country's first cellular phone and paging service sold under brand name CityCell in collaboration with a Hong Kong-based company. The company targeted only the higher class of the society. During that time price of mobile was above Tk 50,000/=. Naturally, the growth of the industry was too slow. CityCell had a virtual monopoly until 1996, when the government gave licenses to three more companies to operate cell phones in Bangladesh. So, the government decided to bring more companies in the market and break the monopoly.After careful...

Words: 6398 - Pages: 26

Free Essay

Customer Satisfaction Level of Service Quality at Ar-Rahnu

...WEBSITE: www.internationalconference.com.my CUSTOMER SATISFACTION LEVELS OF SERVICE QUALITY AT AR-RAHNU, KELANTAN Azizah Othman, Norashidah Hashim and Syahrina Abdullah College of Business , Universiti Utara Malaysia , Sintok, 06010 Kedah, Malaysia o.azizah@uum.edu.my, norashidah@uum.edu.my,syahrina@uum.edu.my ABSTRACT This research was conducted to verify levels of customer satisfaction and service quality for the pawn-broking company Ar-Rahnu in Kelantan, Malaysia. Three hundred (300) respondents were selected by choosing the sample through simple sampling or by quota sampling. The instrument used to collect the data was by a questionnaire that was filled out by the respondents and collected back on the same day. The information collected was analysed using inferential and descriptive methods. The descriptive analysis showed that the majority of the respondents were married women, 30-39 years old. The majority of the respondents also had an education level until secondary school (high school), but only 38% had an education level until diploma or degree. Most of the respondents were traders and made less than RM1000.00 per month. The main factor that motivated the respondents to obtain Ar-Rahnu services was that the company could handle problems that were not expected. Statistical methods showed that service quality at Ar-Rahnu Kelantan and Ar-Rahnu Bank Rakyat services is high. The research may show the level of service quality prepared by the......

Words: 3872 - Pages: 16

Free Essay

The Important of Customers Satisfaction and Loyalty in Business

...Important of Customer Satisfaction and Loyalty in Business. 1.0 Introduction Customer satisfaction and loyalty is two important keys to be success in the business. It must be implement in all business areas such as servicing, hospitalisation, health care and others. In business environment, quality improvement have become part of everybody life and not a task or duty anymore. (Mehra & Ranganathan, 2008). It is not enough if only focus to satisfy the customer and it won’t be good to business until get the repurchase power from customer.(Kandampully & Suhartanto, 2000) Lot of research on customer satisfaction and loyalty has been done, especially on retention and economic performance.(Kristensen & Martensen, 1996; Rucci, 1998; Duboff & Heaton, 1999; Edvardsson, 2000; Bernhardt, 2000; Eskilden & Kristensen, 2013). More than that, this two keys also play role in business for revenue improvement, profitability and cash flows.(Heskett, 1994; Reichheld & Teal; 1996, Itner & Larcker; 1998; William & Nauman, 2011). This to make sure company has more than enough fund, can expend and become stronger. We will see how important this two keys in order to make business running smooth and at the same time can achieve company target. At the end, customer will get what they expected and business will get positive impact and avoid something bad from appear. 2.0 Customer Satisfaction and Customer Loyalty 2.1......

Words: 2265 - Pages: 10

Free Essay

“ Losing Customer Through Customer Satisfaction Survey - a Study of Missing Elements in Customer Satisfaction”

...insightful, educated evaluation of whether it is something worth contributing time, cash and human assets in. (Taylor, 1995) The Customer Satisfaction Survey is a tool which majority of the organizations use to gain feedback with respect to the products or services they offer, Customer Satisfaction Survey can do wonders for the organization since it provides them the specific areas to target to improve their operations or quality of the goods or service they provide. This activity allows the organization to set a benchmark so that in the future they may improve their activity and compare it with the results of the previous survey. This all keeping in mind that the customer actually provides a truthful response to the survey. Now the issue we face is not truthful response of the customers the issue which has arisen is the relevance of the questions asked in the questionnaire to the customer or the importance the customer assigns in his/her mind to each aspect of the product. Our survey is not to analyse the satisfaction derived by the consumption of a good or a service, but this particular survey is based on whether if there is any possibility that if any such elements exist whose absences or negligence in the survey might yield a negative result or have disastrous effect on an organization. 1.2 Problem statement Missing elements in customer Satisfaction Survey 1.3 Hypotheses H1 - it is important to...

Words: 3740 - Pages: 15

Premium Essay

Scope of Study of Credit Management of a Bank

...Linking Customer and Employee Satisfaction to the Bottom Line Also Available from ASQ Quality Press: Analysis of Customer Satisfaction Data Derek R. Allen and Tanniru R. Rao Customer Centered Six Sigma: Linking Customers, Process Improvement, and Financial Results Earl Naumann and Steven H. Hoisington Customer Satisfaction Measurement Simplified: A Step-by-Step Guide for ISO 9001:2000 Certification Terry G. Vavra Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs Terry G. Vavra Measuring Customer Satisfaction: Survey Design, Use, and Statistical Analysis Methods, Second Edition Bob E. Hayes The Trust Imperative: Performance Improvement through Productive Relationships Stephen Hacker and Marsha Willard Customer Satisfaction Measurement and Management Earl Naumann and Kathleen Giel Performance Measurement Explained: Designing and Implementing Your State-of-the-Art System Bjørn Andersen and Tom Fagerhaug Value Leadership: Winning Competitive Advantage in the Information Age Michael C. Harris To request a complimentary catalog of ASQ Quality Press publications, call 800-248-1946, or visit our Web site at http://qualitypress.asq.org . Linking Customer and Employee Satisfaction to the Bottom Line A Comprehensive Guide to Establishing the Impact of Customer and Employee Satisfaction on Critical Business Outcomes Derek R. Allen and......

Words: 8302 - Pages: 34

Free Essay

Finance and Risk

...How to Measure Customer Satisfaction Murali Chemuturi Introduction Project-based organizations place a lot of emphasis on customer satisfaction, and rightly so, as customer satisfaction is the key for improving these companies’ internal processes. A customer satisfaction rating (CSR) is often obtained through a questionnaire—the customer satisfaction survey (CSS). This method, however, suffers from the drawback of customers likely being emotionally influenced while filling out these questionnaires. Naomi Karten, an expert on the subject of customer satisfaction (www.nkarten.com), states in her seminar Tales of Whoa and the Psychology of Customer Satisfaction: “People tend to rate service higher when delivered by people they like than by people they don’t like.” Karten also goes on to describe what one can do to be “likable.” More often than not, Karten contends, the CSS rating received from the customer represents perceived feedback rather than impartial feedback. This is not to say that companies do not get any value from customer-filled CSR forms. But they must recognize that responses can be emotionally based, and that the customer is not one person, but an organization—meaning multiple people. While so, only one person represents the organization and fills out the survey. Would this person consult all concerned before filling it out? Ideally, he or she should, but often, he or she will not. This gives rise to the need for a way to compute a CSR based on internal......

Words: 3339 - Pages: 14

Premium Essay

General Management

...Measuring Customer Satisfaction Introduction – Customer Satisfaction The definition of customer satisfaction is very simple. A customer is satisfied whenever his or her needs, real or perceived, are met or exceeded. So how do you know what the customer needs, wants and expects? It’s very simple. You ask, and then you provide what the customer wants and more (Gerson, 1993, p.17). There exists an interaction between the desired results and customer satisfaction, customer loyalty and customer retention. Without the customer it is impossible for any business to sustain itself.  Achieving the desired results is frequently a result of customer actions.  Any business without a focus on customer satisfaction is at the mercy of the market.  Without loyal customers eventually a competitor will satisfy those desires and the customer retention rate will decrease. There are several levels of customers: 1 1. Dissatisfied customer - Looking for someone else to provide product or service. 2. Satisfied customer - Open to the next better opportunity. 3. Loyal customer - Returns despite offers by the competition. Dissatisfied customers are an interesting group. For every one that complains there are at least 25 who do not. Dissatisfied customers by word of mouth will tell eight to sixteen others about their dissatisfaction.  With the web some are now telling thousands. 91% of dissatisfied customers never purchase goods or services from the......

Words: 719 - Pages: 3

Premium Essay

Impact-of-Customers-Satisfaction-and-Customers-Retention-on-Customer-Loyalty

... Impact of Customers Satisfaction And Customers Retention on Customer Loyalty Inamullah khan Abstract-The purpose of this study is to examine the importance of future customer’s relationship using customer satisfaction, and customer retention on customer loyalty in telecom industry of Pakistan. Questionnaires were distributed through electronic mail and self administered for data collection and linear regression analysis was used. The results show that customer satisfaction has significant while customer retention has insignificant impact on customer loyalty. The implications of the study are that a company should better manage their relationships with the customers as a competitive policy in mobile telephone marketplace. The weak side of the study is that it is limited to a single industry of mobile telecom industry. Key words: Customer satisfaction, Customer retention, Customer loyalty Jel code: M30 ———————————————————— 1. Introduction Customer loyalty is the focus in the research and It turn into an important concern for management only due to concentrated competition especially in service industry (Bodet, 2008). In emerging business, competition customer loyalty plays very crucial role for achieving the competitive advantages (Lin & Wang, 2006). It is significant important to analyze it in the context of customer retention and customer satisfaction, these two variables are of immense important to analyze the customer loyalty. Firms can maximize level of......

Words: 3664 - Pages: 15

Premium Essay

Customer Satisfacttion

...INTRODUCTION Customer satisfaction refers to a measure or degree of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is one of the most essential elements of customer retention, customer loyalty, and product repurchase. The art and science of customer satisfaction involves strategically focusing on creating and reinforcing pleasurable experiences. It’s a well-known fact that no business can exist without customers. In the business of website design, it’s important to work closely with your customers to make sure the site or system you create for them is as close to their requirements as you can manage. Because it’s critical that you form a close working relationship with your client, customer satisfaction is of vital importance. Customer service, like any aspect of business, is a practiced art that takes time and effort to master. 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." National Institute of Fashion Technology was set up in 1986 under the Ministry of Textiles, Government of India. It has emerged as the premier Institute of Design, Management and Technology, developing professionals......

Words: 3642 - Pages: 15

Premium Essay

Front Office

...CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY OF FRONT OFFICE STAFF AT THE HOTEL A MASTER S PROJECT BY ALIN SRIYAM Presented in Partial Fulfillment of the Requirements for the Master of Arts Degree in Business English for International Communication at Srinakharinwirot University May 2010 CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY OF FRONT OFFICE STAFF AT THE HOTEL A MASTER S PROJECT BY ALIN SRIYAM Presented in Partial Fulfillment of the Requirements for the Master of Arts Degree in Business English for International Communication at Srinakharinwirot University May 2010 Copyright 2010 by Srinakharinwirot University CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY OF FRONT OFFICE STAFF AT THE HOTEL A MASTER S PROJECT BY ALIN SRIYAM Presented in Partial Fulfillment of the Requirements for the Master of Arts Degree in Business English for International Communication at Srinakharinwirot University May 2010 Alin Sriyam. (2010). Customers Satisfaction towards Service Quality of Front Office Staff at the hotel. Master s Project, M.A. (Business English for International Communication). Bangkok: Graduate School, Srinakharinwirot University. Project Advisor: Dr. U-maporn Kardkarnklai. Due to the increasing competition of service business and the high demand of the customers, service quality is the fundamental factor to measure customers satisfaction at the Mercure Hotel Pattaya. The objectives of the study are (1) to assess customers expectation and......

Words: 11542 - Pages: 47

Premium Essay

Employee Satisfaction

...term ‘Satisfaction’ imply to an employee? It implies nothing else than the feeling of either being contended or non-contended on using a product. Employee Satisfaction is a prerequisite for the customer satisfaction. Enhanced employee satisfaction leads to higher level of employee retention. A stable and committed workforce ensures successful knowledge transfer, sharing, and creation --- a key to continuous improvement, innovation, and knowledge-based total customer satisfaction. When companies are committed with providing high quality products and services; when companies set high work standards for their employees; and when employees are empowered through training and development, provided with knowledge and information, permitted to make mistakes without punishment, and trusted; they will experience an increase in their level of satisfaction at work. This level of satisfaction can be enhanced further if teamwork and visionary leadership are introduced. Continuous improvement comes from the efforts of the empowered employees motivated by visionary leadership. This is supported by the findings that empowerment and visionary leadership both have significant correlation with employee satisfaction. Teamwork is also supported by the findings. In addition, the study found significant correlation between employee satisfaction and employee’s intention to leave. The success of a corporation depends very much on customer......

Words: 326 - Pages: 2

Premium Essay

Impact of Service Quality Costumer

...Impact of Service Quality on Customer Satisfaction: Evidence from the Restaurant Industry in Pakistan Ubedullah Amjad Ali Shaikh, International Islamic University, Islamabad, Pakistan ABSTRACT The purpose of this study is to contribute to the literature of service quality importance in restaurant industry. The study has been based upon the Servqual technique and Dineserv tool of improving the quality by the service providing organizations. The study is undertaken from the perspective of Pakistani Restaurant Industry and the customers' perceptions vis-à-vis restaurant dining. Two variables of Servqual, i.e. Tangibles and Responsiveness, have been examined to demonstrate the impact of service quality on the industry. The results endorse the importance of enhanced complementary service standards in restaurant industry. Ultimately, the findings provide an insight for the Pakistani restaurant service providing establishments and suggestion have been made for the caretakers of the industry on ways to improve service quality. INTRODUCTION The restaurant industry has evolved over the past few decades from merely a meals providing facility to an augmented combination of service associated features. These features are emphasized to satisfy the complementary needs of its customers. This notion of satisfaction is mainly attributed to the quality of service. Hence a lot of probing has been going on for the past few decades to rationalize and prove a direct relationship between the...

Words: 4555 - Pages: 19