Customer Satisfaction of Al-Arafah Islami Bank Limited

Abstract

This internship report is a partial requirement for the Bachelor of Business Administration program. The report is based on 90 days of working experience in AL-Arafah Islami Bank limited. I was assigned to the (Mirpur-01) branch. This report contains what I have learned throughout my internship period and contains a clear idea about my activities, learning, and performance during the whole internship period. This report is based on customer satisfaction analysis which has basically 2 parts: the first one is Informational system analysis and the other is operational system analysis. But this report is mainly focused on “Customer Satisfaction of Al-Arafah Islami Bank Limited” which highlights the information systems (Online service, ATM service, etc.) My target in this report has to figure out the answer whether the customer is satisfied or not with the operational system of Al-Arafah Islami Bank. First, it has given an overview of AL-Arafah Islami Bank limited information such as when it was established vision, mission, products and services, function and operation, and other information. After that, I collected data from both customers and employees of Al-Arafah Islami Bank. I have created a survey questionnaire for my analysis. For the main part of this report, I have collected data from customers, and besides that, I have also collected data from employees. There is a 19- survey questionnaire. The survey was taken in 2 ways- by using the printed form created in Microsoft word and by using Google Forms for those who want to fill out the form online. After that, I used IBM SPSS, a statistical software for my analysis. performance during the whole internship period. This report is based on customer satisfaction analysis which has basically 2 parts: the first one is Informational system analysis and the other is operational system analysis. But this report is mainly focused on “Customer Satisfaction of Al-Arafah Islami Bank Limited” which highlights the information systems (Online service, ATM service, etc.) My target in this report has to figure out the answer whether the customer is satisfied or not with the operational system of Al-Arafah Islami Bank. First, it has given an overview of AL-Arafah Islami Bank limited information such as when it was established vision, mission, products and services, function and operation, and other information. After that, I collected data from both customers and employees of Al-Arafah Islami Bank. I have created a survey questionnaire for my analysis. For the main part of this report, I have collected data from customers, and besides that, I have also collected data from employees. There is a 19- survey questionnaire. The survey was taken in 2 ways- by using the printed form created in Microsoft word and by using Google Forms for those who want to fill out the form online. After that, I used IBM SPSS, a statistical software for my analysis.