Abstract:
This paper shares insights from my three-month placement with Al-Arafah Islami Bank
PLC’s Dhanmondi office. The main objective was to evaluate customer satisfaction and
observe real-life banking practices, particularly in the context of Islamic banking.
During my traineeship at Al-Arafah Islami Bank PLC, Dhanmondi Branch, most of my
time was spent in General Banking department where I assisted with customer service tasks
such as account opening, form assistance, and handling basic queries. These tasks allowed
me to closely observe how customer satisfaction is influenced by staff behavior, service
efficiency, and the overall banking environment. This exposure also helped me collect
practical insights for my survey and better understand the dimensions of customer
satisfaction being studied in this report.
In order to measure the customers' satisfaction, I conducted a survey of 120 clients applying
the SERVQUAL model consisting of five dimensions: reliability, responsiveness,
assurance, empathy, and tangibles. It was observed that most customers were satisfied with
the bank staff behavior and service. The bank staff complained of delayed ATM services
and long lines, though.
This experience enabled me to connect theoretical knowledge with practical work,
improved observation and communication skills, and gave an insight into customer
expectations. Recommendations for improving service quality also involved increasing
digital banking and reducing service delay in the report.
Overall, this internship was a successful milestone in my career and provided me with a
deeper understanding of customer service in Islamic banks.
