interenship report 1.docx

8/18/2019 interenship report 1.docx

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INTERNSHIP R EPORT

ON

Customer Satisfaction Analysis on General Banking Activities

of Social Islami Bank Limited (SIBL).

Social Islami Bank Limited (SIBL).


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Internship Report

On

Customer Satisfaction Analysis onGeneral Banking of Social Islami

Bank Limited (SIBL)

Sumitted to

Tam!idul Islam

Lecturer o"

BR#$ %NI&ERSIT'

BR#$ B%SINESS S$HOOL

Sumitted

SINTHI# R#H#N

I*+,--/-/-

Pro0ram+ BB#

a1or in arketin0


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*ate o" sumission2

TABLE OF CONTENTS

1 Letter of Transmittal. 2 Acknowledgement 1

3 An oeriew of Social !slami Bank Ltd "S!BL# 1

$ !ntrod%ction

& Significance of t'e re(ort

) O*+ecties of t'e re(ort $

, T-(es of researc' $

/%estionnaires &

0 Limitation of t'e st%d- &

1 Cor(orate ission of S!BL )

11 Cor(orate ision of S!BL )

12 oal of S!BL ,

13 eneral Banking of S!BL

1$ 0 1&

1) Organogram of S!BL 1$

1, Swat of S!BL 1$

1 arketing mi4 1$

10 ,(5s of S!BL 1$

2 C%stomer satisfaction 1&

21 Nat%re of c%stomers

22 Findings from general *anking

1,

23 Findings from c%stomer satisfaction 1,

2$ Concl%sion 1

2& 6eferences 10


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LETTER O3 TR#NSITT#L

7ate 8 21&

Tam9id%l !slamLect%rer

B6AC %niersit-

B6AC *%siness sc'ool

S%*+ect: S%*mission of !nterns'i( 6e(ort on C%stomer Satisfaction Anal-sis on eneral Banking of

S!BL.

7ear Sir8

T'is is a great (leas%re for me to s%*mit t'e interns'i( re(ort8 w'ic' is a (artial re;%irement for com(leting

t'e degree of BBA


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#$4NO5LE*6EENT

First of all ! want to cone- m- earnest a((reciation to t'e almig't- Alla' for giing me strengt'

all t'oro%g' t'e re(ort making and ena*ling me to finis' t'e re(ort.

Com(letion of t'is re(ort made me t'ankf%l to a n%m*er of (ersons. ! want to t'ank m-s%(erisor and teac'er Tam!idul Islam 'el(ed me to im(roe m- re(ort *- (roiding necessar-

g%idance and s%ggestions. is assistance and enco%ragement made it (ossi*le to accom(lis' t'is

re(ort wit'in time.

- 'eartiest gratit%de goes to r. Ali Noor "SA@


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O7er7ie8 o" Social Islami Bank Ltd (SIBL)


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INTRO*%$TION+

Social !slami Bank Limited "S!BL# is a saing mone- organi9ation enlisted %nder t'e

organi9ations Act 100$ wit' its 'eads office 1& 7ilk%s'a CA8 7'aka1. T'e *ank works as a *ooked *ank %nder a managing an acco%nt (ermit iss%ed *- t'e Banglades' Bank. T'e Bank

*egan its o(eration from 228 Noem*er 100&. S!BL is a (romoted new creating Bank wit' an

a((roed ca(ital of Taka $ million in 2 and (aid %( ca(ital of Taka 130. million in2 f%rt'ermore 1110.&& million indiid%all- as of 7ecem*er 2,.

!n t'e formal cor(orate segment8 t'is Bank wo%ld8 among ot'ers8 offer t'e most %(to

information kee(ing mone- administrations t'ro%g' working of different sorts of store and

s(ec%lation records8 financing e4c'ange8 giing letters of ins%rance8 o(ening letters of credit8gat'ering of *ills effecting 'o%se'old and glo*al e4c'ange8 renting of gear and s'o((er d%ra*les8

contract *%- and (ortion deal for ca(ital (rod%cts8 interest in minimal effort lodging and

administration of gen%ine domains8 (artici(ator- interest in different modern8 'ortic%lt%re8trans(ort8 instr%ctie and well*eing actiities t'%s no.

!n t'e Nonformal noncor(orate segment8 it wo%ld8 among ot'ers8 incl%de in real mone- a;f

Certificate and adancement and administration of A/F and OS/?E (ro(erties and Tr%st

stores. For arranging m- tem(orar- +o* ! 'ae *een s(ot in Social !slami Bank Limited8 ir(%r 6oad Branc' 7'aka. T'ere are 3 segments in N6 Branc'. T'e- are: 1# eneral Banking8 2#

!nestment 7e(artment8 3# Foreign E4c'ange 7e(artment. ! s'o%ld commit m- most e4treme

e4ertion and regard for take in inestorGs ca(acities. After finis'ing of t'e entr- leel (osition8 !will render m- eer-t'ing learning to dis(la- t'e re(ort on c%stomer satisfaction anal-sis on

general *anking of si*l.

Si0ni"icance o" the Report2

T'e ma+or motie of t'is st%d- is to *ecome familiar wit' t'e (ractical *%siness world and to

attain (ractical knowledge a*o%t t'e oerall Banking8 w'ic' is so m%c' essential for eac' andeer- st%dent to meet t'e e4treme growing c'allenges in +o* market. T'is re(ort finding5s will *e

*eneficial for t'e management in attem(ting to im(roe t'e oerall serice ;%alit- and also to

(romote t'e com(an-5s serices to c%stomers. So t'e st%d- will *e er- %sef%l for t'e to(management in im(roing t'e c%stomer satisfaction. Besides8 it wo%ld *e a great o((ort%nit- for

me to attain (ractical knowledge on t'e ario%s s('eres of *anking *%siness. So t'is st%d- is

er- significant for *ot' t'e com(an- and me.


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O1ecti7es o" the Report2

Broad2

C%stomer Satisfaction Anal-sis on eneral Banking Actiities of Social !slami Bank Limited.

Short2

T'e S'ort o*+ecties are:

1. To anal-sis 'ow (eo(le are 'a((- wit' t'e serice of S!BL.

2. To anal-sis c%stomer satisfaction on marketing mi4 of Social !slami Bank Limited.

3. To anal-sis general *anking actiities of Social !slami Bank Limited.

.$ash Section

T'e cas' section of an- *ranc' (la-s er- significant role in general *anking de(artment.

Beca%se8 it deals wit' most li;%id assets t'e S!BL Local Office Branc' 'as an e;%i((ed cas'section. T'is section receies cas' from de(ositors and (a- cas' against c'e;%e8 draft8


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*# Secondar- So%rce

,. T'e 9Primar Sources: are as follows:

7ata collected for t'e first time is called (rimar- data. T'e met'ods %sed to collect s%c' data

incl%de:

• Facetoface conersation wit' t'e res(ectie officers and staffs of t'e Branc'.

• !nformal conersation wit' t'e clients.

•


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Samplin0 Procedure

Non(ro*a*ilit- conenience sam(ling met'od was %sed.

Sample si!e

T'e sam(le si9e is 3.

T-(es of 6es(ondents No of 6es(ondents Total

Em(lo-ee 1 3

C%stomer 2

*ata #nalsis and Reportin02

7ata 'ae *een anal-9ed t'ro%g' (ro(er ;%antitatie and ;%alitatie tec'ni;%es and re(orted

from time to time to t'e concerned a%t'orit-. After collecting data8 t'e- were coded and

(rocessed8 anal-9ed and gra('icall- %sed S word8 S E4cel. Ta*les and gra('s were %sed tomake t'e data meaningf%l and com(ara*le.

Limitation o" the stud2

!t is eident t'at eac' st%d- 'as a few im(ediments. T'e st%d- ! 'ae made is of e4traordinar-significance and o*liged me gigantic work. T'ose restricting com(onents t'at 'am(ered m-smoot' workings in *ank lastl- in setting %( t'is re(ort are as taking after:

a# T'e association kee(s %( strict (riac- a*o%t t'eir monetar- and ot'er data. T'e- fear an- sort

of data s(illage to t'eir rials. So t'ere was de(enda*l- tro%*le to 'ae (ro(er data from t'em.

*# 7%ration of t'e st%d- was too s'ort to 'ae a so%nd com(re'ension of t'e general managing

an acco%nt.

c# Sco(e of m- st%d- is wide to t'e (oint t'at logical and far reac'ing st%d- is im(ractical.

d# Lack of ade;%ate *ooks8 (a(ers and diaries and so on.

e# e* we*(age of t'e Organi9ation isnGt forward to assem*le im(ortant data.


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The &ision2

Social !slami Bank Limited *egan its +o%rne- wit' t'e idea of 21st Cent%r- !slamic (artici(ator-

t'ree area managing an acco%nt model: i# Formal SectorCommercial kee(ing mone- wit' mostrecent innoationK ii# Nonformal SectorFamil- strengt'ening icrocredit D icro

%ndertaking (ro+ect and iii# @ol%ntar- SectorSocial Ca(ital actiation t'ro%g' CAS A/Fand ot'ers. At long last8 7ecrease of


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1.Acco%nt O(ening actiities.

2.Bills and Clearing actiities.

3.Cas' actiities.

$.6emittance actiities.

&.Closing of an Acco%nt actiities.

#ccount Openin0 Section2

?nder t'is section8 S!BL officer o(ens different t-(es of acco%nt on t'e re;%est of clients. T'e

(roced%re of o(ening acco%nt is gien *elow.

Procedure and rules to open a ne8 account2

udaraa Sa7in0 #ccount ($ode No2 ,/)

Before o(ening of a saings Bank Acco%nt t'e following formalities m%st t'e com(leted *- t'ec%stomers:

1. Acco%nt o(ening From: To *e filled in and signed *- eac' acco%nt 'older.

2. Latest (ass(ort si9e ('otogra(' "2 co(ies# for eac' acco%nt 'older attested *- t'e

introd%cer.

3. Acco%nt (a-ee c'e;%e in faor of t'e acco%nt 'older or cas' de(osit.

$. Co(- of @oter identit- cardard Commissioner Certificate.

&. !ntrod%ction of acco%nt 'older "andator-#: To *e signed *- introd%cer wit' !7 and

acco%nt n%m*er.

). 1 "One# co(- of nominee5s ('otogra(' "attested *- t'e acco%nt 'older#.

,. Co(- of oter identit- card "nominee#.

. !nitial de(osit TM. 1 "One t'o%sand taka onl-#

After f%lfilling a*oe formalities8 o(en an acco%nt for t'e client and (roide t'e c%stomer wit' a

de(osit *ook and a c'eck*ook.


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#l+5adiah $urrent account (Indi7idual) = ($ode No2 ,)

1. Acco%nt o(ening From: To *e filled in and signed *- eac' acco%nt 'older.

2. Latest (ass(ort si9e ('otogra(' "2 co(ies# for eac' acco%nt 'older attested *- t'e

introd%cer.

3. Attested co(- of alid Trade license.

$. Attested co(- of (ass(ort of t'e (ro(rietor.

&. Com(an- seal and T!N "Ta4 identification N%m*er# Certificate.

). Co(- of @oter identit- card.

,. !ntrod%ction of acco%nt 'older "andator-#: To *e signed *- introd%cer wit' !7 and

acco%nt n%m*er.

. 1 co(- of nominee5s ('otogra(' "attested *- t'e acco%nt 'older#.

udaraa Special Notice #ccount ($ode No2 ,>)

1. An- com(an-8 *%siness entit-8 de*t of t'e got. organi9ation and tr%st or an- (erson can

o(en t'is acco%nt.

2. T'is acco%nt is o(erated %nder %dara*a (rinci(le.

3. An- amo%nt can *e wit'drawn or transferred to al adia' c%rrent acco%nt or anot'er acco%nts after (lacing a notice of seen da-s.

$. C'e;%e *ooks are (roided for t'ese acco%nts.

&. T'e (rofit rate is com(aratiel- lower.

*eposits #ccount SIBL2

udaraa Sa7in0 *eposits (S*) ($ode No2 ,/)

T'ese are (rofit *earing de(osit acco%nt. T'e drawings are restricted in res(ect of *ot' t'eamo%nt of wit'drawal and t'e fre;%enc- t'ere of so t'e (a-ment of interest does not *ecome an-

com(ensating for t'e *anker. Some time t'e restrictions are ignored against t'e de(ositor5s

written confirmation to forgo 'is claim for interest on t'e total *alance for t'e w'ole mont' of wit'drawal.


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Some Special Sa7in0 Scheme

1. %dara*a a++ Saing Sc'eme

2. %dara*a Ed%cation Sc'eme

3. %dara*a illionaire Sc'eme


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T'e !nterest rate followed *- S!BL

For 3 mont' 0

For ) mont' 0

For 1 =ear 0

#l+5adiah $urrent *eposit ($ode No2 ,)

!. AL A7!A C%rrent 7e(osit Ac5s are o(ened (ro(er introd%ction wit' minim%m initialde(osit fi4ed *- t'e Bank.

!!. AL A7!A 7e(osit is acce(ted on AL A7!A (rinci(les w'ic' mean al Amanat wit'

(ermission to %se. According to t'is (rinci(le Bank can %se t'e f%nd of t'e acco%nt along wit'

ot'er f%nds as (er S'aria' at *ank5s own risk. Acco%nt 'olders will not s'are an- (rofitloss.

!!!. T'e Law and reg%lation of Banglades'8 %s%al c%stoms and (roced%res common to *anks inBanglades' incl%ding !slamic Banking


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1. !nward clearing c'e;%e

2. O%tward clearing c'e;%e

#. In8ard $he?ue

!nward c'e;%es are t'ose ones drawn t'e res(ectie *ranc' w'ic' 'ae *een (resented on ot'er *anks and will *e cleared'onored t'ro%g' t'e clearing 'o%se of Banglades' Bank. For e4am(le

t'e c'e;%e drawn on S!BL Local Office Branc' t'en t'e c'e;%e is called inward c'e;%e of S!BL

Local Office Branc'.

#ccount treatment2

*r. $r.

SL NO. Particular #mount SL. NO. Particular #mount

1 C%stomer5s AC 1 S!BL eneral AC

B.Out8ard $he?ues2

O%tward c'e;%es are t'ose ones drawn on ot'er *ank *ranc'es w'ic' are (resented on t'e

concerned *ranc' for collection t'ro%g' clearing 'o%se of Banglades' Bank. T'ese c'e;%es are

called o%tward c'e;%es.

$.Out8ard ills "or $ollection (OB$)2

B- OBC8 we mean t'at t'ose c'e;%es drawn on ot'er w'ic' are not wit'in t'e same clearing

'o%se. Officer gies OBC seal on t'is t-(e of c'e;%es and later sends a letter to t'e manager of

t'e *ranc' of t'e some *ank located in t'e *ranc' on w'ic' c'e;%e 'as *een drawn. After collection of t'at *ill *ranc' adices t'e concerned *ranc' in w'ic' c'e;%es 'as *een (resented

to credit t'e c%stomer acco%nt t'ro%g' !nter Branc' Credit Adice "!BCA#.

!n a*sence of t'e *ranc' of t'e same *ank8 officer sends letter to manager of t'e *ank on w'ic'

t'e c'e;%es is drawn. T'at *ank will send (a- order in t'e name of t'e *ranc'. T'is is t'e (roced%re of OBC mec'anism.

*. $learin02

T'e sc'ed%led *anks clear t'e c'e;%es drawn %(on one anot'er t'ro%g' t'e clearing 'o%se. S!BLis a sc'ed%led Bank. According to t'e Article 3, "2# of Banglades' Bank Order8 10,28 t'e *anks

w'ic' are t'e mem*er of t'e clearing'o%se are called as Sc'ed%led Banks. T'is is anarrangement *- t'e central *ank w'ere eer-da- t'e re(resentatie of t'e mem*er *anks gat'ers

to clear t'e c'e;%es. T'e (lace w'ere t'e *anks meet and settle t'eir d%es is called t'e

clearing'o%se. T'e clearing'o%se sits for two times a working da-.


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T'e S!BL Local office Br. sends t'e instr%ments t'ro%g' !nter Branc' 7e*it Adice "!.B.7.A#.

S!BL Local Office acts as an agent in t'is case. For t'is8 Local Office *ranc' gies t'e following

entries8

#ccount treatment2

*r. $r.


1 S!BL eneral AC 1 C%stomer5s AC

!f t'e instr%ment is dis'onored8 t'e instr%ment is ret%rned to t'e Local Office *ranc' t'ro%g'

!.B.7.A. along wit' t'e following entries8

#ccount treatment2

*r. $r.


1 C%stomer5s AC 1 S!BL eneral AC

E. Recei7in0 $he?ues "or $ollection2

!n S!BL8 c'e;%es of its c%stomers are receied for collection from ot'er *anks. !n case of

receiing c'e;%es8 following (oints s'o%ld *e c'ecked er- caref%ll-.

1. T'e c'e;%es s'o%ld not carr- a date older t'an t'e receiing date for more t'an ) mont's.!n t'at case it will *e a Hstale c'e;%e5 and it will not *e allowed for collection. Again t'e

date of t'e c'e;%e s'o%ld not *e more t'an 1 da-5s forward t'an t'e receiing date.

2. T'e amo%nt in fig%res and words in *ot' sides of t'e (a-insli( s'o%ld *e same and its'o%ld also *e same wit' t'e amo%nt mentioned in fig%res and words in t'e c'e;%e.

3. T'e name mentioned in t'e c'e;%e s'o%ld *e some in *ot' sildes of t'e (a-insli( and it

s'o%ld *e t'e same wit' t'e name mentioned in t'e c'e;%e.

$. T'e c'e;%e m%st *e crossed.

3. $he?ue and $rossin0

A IC'e;%eJ is a *ill of e4c'ange drawn on a s(ecified *anker and not e4(ressed to *e (a-a*leot'er wise t'an on demand. "According to section)8 Negotia*le !nstr%ment Act8 11#.


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A c'e;%e ma- *e classified into:

!. An o(en c'e;%e w'ic' can *e (resented for (a-ment *- t'e 'older at t'e co%nter of t'e

drawer5s *ank.

!!.A crossed c'e;%e w'ic' can n

,. #ccount treatment2

*r. $r.


1 Cas' AC 1 C%stomer5s AC

;.*isursin0 $ash

T'e drawn w'o wants5 to receie mone- against c'e;%e to t'e (a-ment co%nter and (resents 'is

c'e;%e to t'e officer. e erifies t'e following information:

1. 7ate of t'e c'e;%e

2. Signat%re of t'e AC 'old

3. aterial alteration

$. 'et'er t'e c'e;%e is crossed or not

&. 'et'er t'e c'e;%e is endorsed or not

). 'et'er t'e amo%nt in fig%re and in word corres(ondent or not

T'en 'e c'ecks t'e c'e;%e from com(%ter for f%rt'er erification. ere t'e followinginformation is c'ecked:

1. 'et'er t'ere is s%fficient *alance or not

2. 'et'er t'ere is sto( (a-ment instr%ction or not

3. 'et'er t'ere is an- legal o*str%ction "arnis'ee Order# or not

After c'ecking eer-t'ing8 if all are in order t'e cas' officer gies amo%nt to t'e 'old and

records in t'e (aid register.

#ccount treatment2

*r. $r.


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1 C%stomer5s AC 1 Cas' AC

T'e cas' section of S!BL deals wit' all t-(es of negotia*le instr%ments8 cas' and ot'er

instr%ments and treated as a sensitie section of t'e *ank. !t incl%des t'e a%lt w'ic' is %sed ast'e store of cas' instr%ments t'e a%lt is ins%red %( to TM. ) laces. !f t'e cas' stock goes

*e-ond t'is limit8 t'e e4cess cas' is t'en transferred to ead Office. 'en t'e e4cess cas' is

transferred to S!BL ead Office t'e cas' officer iss%es !B7A.

#ccount treatment2

*r. $r.


1 S!BL eneral AC 1 Cas' AC

'en cas' is *ro%g't from S!BL ead Office t'en8

#ccount treatment2

*r. $r.


1 Cas' AC 1 S!BL eneral AC

Remittance o" 3unds

6emittance of f%nds is ancillar- serices of S!BL. !t aids to remit f%nd from one (lace to anot'er (lace on *e'alf of its c%stomers as well as nonc%stomers of *ank .S!BL 'as its *ranc'es in t'e

ma+or cities of t'e co%ntr- and t'erefore8 it seres as one of t'e *est medi%ms for remittance of

f%nds from one (lace to anot'er.

T'e main instr%ments %sed *- S!BL8 Local Office Branc' for remittance of f%nds.

1.


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T'e (a- order is an instr%ment iss%ed *- *ank8 instr%cting itself a certain amo%nt of mone-

mentioned in t'e instr%ment taking amo%nt of mone- and commission w'en it is (resented in

*ank. Onl- t'e *ranc' of t'e *ank t'at 'as iss%ed it will make t'e (a-ment of (a- order. T'e *anker5s c'e;%e m%st come t'e *ranc' for (a-ment w'ereer it is (resented.

Issuin0 o" Pa Order2

T'e (roced%res for iss%ing a


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$losin0 o" an #ccount

For two reasons8 one can *e closed. One is *- *anker and ot'er is *- t'e c%stomer.

1. B anker2 !f an- c%stomer doesn5t maintain an- transaction wit'in si4 -ears and t'e

AC *alance *ecomes lower t'an t'e minim%m *alance8 *anker 'as t'e rig't to close anaC.

2. B customer2 !f t'e c%stomer wants to close 'is AC8 'e writes an a((lication to t'e

manager %rging 'im to close 'is close 'is AC.

7ifferent (roced%res are followed in cas' of different t-(es of AC to close. Fi4ed de(osit AC isclosed after t'e termination of t'e (eriod.

$losin0 process "or current sa7in0 #@$2

1. After receiing c%stomer5s a((lication t'e officer erifies t'e *alance of t'e AC.

2. e t'en calc%lates interest and ot'er c'arges acc%m%lated on t'e AC.

3. !f it *ears a credit *alance8 t'e officer writes adice o%c'er. e gies necessar-

acco%nting entries (ost to acco%nts section.

$. T'e *alance is ret%rned to t'e c%stomer. And lastl- t'e AC is closed.

B%t in (ractice8 normall- t'e c%stomers don5t close AC willingl-. At times8 c%stomers don5t

maintain an- transaction for long time. !s t'is sit%ation at first8 t'e AC *ecomes dormant and

%ltimatel- it is closed *- t'e *ank.

Or0ano0ram o" SIBL

ANA!N 7!6ECTO6

A77!T!ONAL ANA!N

7!6ECTO6

7E


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?N!O6 OFF!CE6

ASS!STANT OFF!CE6

OFF!CE ATTEN7ANT

S!BL SOT Anal-sis:

• Stren0th:

Strengt' means t'e (ositie internal factor t'at a com(an- can %se to accom(lis' itmission8 goals8 D o*+ecties. T'e- mig't incl%de:

• C%stomer satisfaction

• Serice ;%alit-

•


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O((ort%nities are t'e e4ternal o(tion t'at a firm can e4(loit to accom(lis' its mission.

T'e- mig't incl%de:

• Sales force effectieness

• C%stomer retention

• !nnoation effectieness

• Threat2

T'reats are negatie e4ternal forces t'at restrict a com(an-5s a*ilit- to ac'iee itsmission8 goal8 D o*+ecties. T'reat to t'e *%siness can take ariet- t-(e of forms s%c'

as:

•


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c%stomer satisfaction. ig'l- satisfied c%stomers (rod%ce seeral *enefits for t'e com(an-.

Satisfied c%stomers are fewer (rices sensitie8 remain c%stomers for a longer (eriod8 and talk

faora*l- to ot'ers a*o%t t'e com(an- and its (rod%cts D serices.

arketin0 iC2

,. Product2


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• arket Segmentation t'e (rocess of diiding a market into distinct gro%(s of *%-ers

wit' different needs8 c'aracteristics or *e'aior.

• Target arketing t'e (rocess of eal%ating eac' market segments8 attractieness and

selecting one or more segments to enter.

• arket


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. Reason "or openin0 an account2

Aro%nd ,P wit' "2# res(ondents said t'at t'e- 'ae c'osen t'e *ank *eca%se it is 'as a good

re(%tation in t'e comm%nit- s%c' as IS'aria'*ased !slami BankJ. $P "12# res(ondents 'aesaid t'at it is a relia*le *ank and (roide *etter serice and 23P said t'e- (refer for conenient

(lace. 13P and 1 P res(ondents c'oose t'e *ank *eca%se of attractie rate and t-(es of acco%nts offered res(ectiel-.

/. Respondent opinion aout "ees and ser7ice char0es2


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c%rrent client. And rest 3$P res(ondents 'ae seen t'e different media adertisements and

*ill*oards.

G. $ustomer opinion aout SIBL place2

3)P res(ondents said S!BL 'ae good wit' t'e locations. a- *e t'is is *eca%se it is a foreigne4c'ange and !nestment *ased site as well as a S'aria'*ased *ank. T'at5s t'e reason (eo(le are

'a((- wit' 'aing transaction oer 'ere. T'e- are 'aing class serices and %( to date facilities8

good comm%nication facilities. On t'e ot'er 'and8 &$P res(ondents said against wit' t'is iss%eand 1P res(ondents said no comments.

,-. SIBL has a 7er 0ood documentation process2

S!BL 'as er- good traditional doc%mentation (rocess. T'e- (resered all t'e *anking

doc%ments in a er- well and (resentl- wa-. T'%s t'ose are fo%nd an- time w'en t'ose are

needed. 1) res(ondents "&3P# said agree wit' t'e statement. T'at t'e- neer seen an- mistakes

or faced an- (ro*lems regarding t'e doc%mentation (rocess. & res(ondents "1,P# gie a ne%tralo(inion. T'is is not (ositiel- marked *%t not negatie as well. On t'e ot'er 'and 3P

res(ondent said negatie wit' t'is iss%e.

3indin0s on 0eneral ankin0 acti7ities2

Social !slami Bank is entirel- a new *anking s-stem w'ic' is ado(ting for a *etter c'ange in

social economics condition and to make t'e *anking f%nction d-namic. B- t'e constr%ction of

ca(ital (rod%ction em(lo-ment o((ort%nities !nestment and strong economical str%ct%re t'is *ranc' ! (erforming ma+or role to meet %( t'e demand of socialit-.

!. T'e Clients of S!BL (refer to maintain Saings Acco%nt.!!. Social !slami Bank Limited 'as er- good traditional doc%mentation (rocess for general

*anking.!!!. C%stomers like t'e *rand name of Social !slami Bank Ltd. And f%ll- satisfied wit' t'is.

!@. C%stomers like for t'e s%(erior serice.

@. C%stomers like for t'e moderate serice c'arge.

a1or 3indin0s on the research in client satis"action2

1. Social !slami Bank Ltd. 'as er- good traditional doc%mentation (rocess. Alt'o%g' t'e- arenot following an- 'ig' tec'nolog- or so *%t t'e- 'aing a er- good record of t'e doc%ments

and filing s-stem also t'e serial is *een (ro(erl- maintained too.

2. a+orit- of c%stomers are an acco%nt 'older of t'is *ank *eca%se t'e- 'ae t'e o((ort%nit- toc'oose ario%s t-(es of S'aria' *ased Acco%nts. !n t'is *ranc' c%stomers (refer saings and

c%rrent de(osits and ot'er acco%nts.

3. C%stomers like t'e *rand name of Social !slami Bank Ltd. and f%ll- satisfied wit' t'is.


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$. T'is *ank c'arges moderate al%e toward t'e c%stomers. a+orit- are fo%nd to *e medi%m

al%e w'ic' t'e- are a*le to (a- to get t'e (rod%ct or serice. oreoer credit card c'arge also

reasona*le and 'as some clear conditions.

&.


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T'e management s'o%ld consider reise t'e rem%neration (ackage in order to attract ;%alit-

'%man reso%rce.

$ON$L%ISION2

S!BL is r%nning s%ccessf%ll- and for its good de(osit (erformance t'e *ank occ%(ies 2nd

(ositionin t'e !nestment Banking Sector. Taken all in all8 it can *e safel- said t'at S!BL action (rogram

is directed towards deelo(ment of an a%t'entic (artici(ator- econom- *e-ond market econom-.

T'e famil- em(owerment credit (rogram of Social !slami Bank is gaining gro%nd at t'e grassroot field leel in Banglades'. Famil- em(owerment micro credit and micro enter(rises (rogram

m%st *e designed in a manner so as to make a# finance *# (rod%ction c# marketing d# trading e#

local s(ecific s%re- and researc' as well as moral integrit- in one (ackage.

!n S!BL a((roac'8 credit cone-s t'e totalit- in life and clearl- linked to social conte4t andc%lt%ral setting in conformit- wit' S'aria'. T'ere is a *etter c'ance in (roision for social

s%*sid-. 7esec%lari9ing credit ma- lead to rewriting new economics.!t is t'%s felt t'at t'e

linking credit to social goals and assignments will 'ae farreac'ing t'eoretical im(lications for deelo(ment of an alternatie conce(t of new t'eories of income8 o%t(%t and em(lo-ment. T'is

*ank e4(resses its sincere t'anks to t'e goernment of t'e


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