Chapter Four (59-67)
Chapter Four (59-67)
Chapter Four (59-67)
SUMMARY, RECOMMENDATIONS
AND CONCLUSION
4.1 SUMMARY OBSERVATION
On the basis of my experience at the time of internship, here I have given some of the areas to be
developed.
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4.1.4 Reliability Dimension:
1) Among the respondents, total 82.5% are agreed and strongly agreed that when the Bank
promises to do something by a certain time, it does so.
2) Total 75% respondents are agreed and strongly agreed that the Bank delivers their
service on time.
3) Total 72.5% respondents are agreed and strongly agreed that the Bank provides its
services at the time it promises to do so.
4) Total 65% respondents are agreed and strongly agreed that the Bank insists on error-free
records.
The mean of all dimension is 3.97, which is almost 4 and in satisfactory level.
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4.2 RECOMMENDATIONS
By analyzing the data we can assume that the service quality of Al-Arafa Islami Bank,
O.R.Nizam Road Branch is satisfactory and our respondents also think so. So, my first
recommendation is to maintain this good service successively to satisfy its customers. But in
Tangibles dimension the satisfactory level is below the average. So, on the basis of my findings I
would like to give some more suggestions for management:
On the basis of my personal observation and knowledge, I have recommended all these things.
These will be helpful for developing strong customer relationship.
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4.3 CONCLUSION
Working on the topic of customer satisfaction is always interesting as most of the time customers
always think of their service and they expect highest level of quality service though meeting the
expectation of the customers is quite impossible. In the report all the expectations of thee
customers is tried to be covered on the basis of the information collected from Al-Arafah Islami
Bank, O.R.Nizam Road Branch. On the basis of the analysis, it is cleared that there is most of the
customers are satisfied. A large number of the customers are uncertain and they do not
concentrate to the service quality.
Here I could say, my internship at AIBL was too much enjoyable where I had applied some
knowledge to provide service. With the completion of the report, I could apply all the tools and
techniques I have learnt.
Still AIBL is one of the average-rank bank which works for the socio-economic development.
Here service is operated for the development of the mass people but at the same time
management should think that this is the age of competition. Clients expect better service and
management has to work for the bright future of the bank by providing proper service. With the
proper service AIBL can regain its position again. No doubt about it that AIBL achieves superior
position in our banking industry but at the end of all, to cope with customer AIBL should think
how to make its services proactive.
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Bibliography & Appendix
Bibliography:
Web References:
Bankinfobd.com.(2017). Al-ArafahIslamiBank: Service - Bangladesh » BankInfoBD.
[online] Available at: https://www.al-arafahbank.com/index.php [Accessed 11 Dec.
2017].
En.wikipedia.org.(2017). List of banks in Bangladesh. [online] Available at:
https://en.wikipedia.org/wiki/Al-Arafah_Islami_Bank_Limited [Accessed 11 Dec.
2017].
En.wikipedia.org. (2017). SERVQUAL. [online] Available at:
https://en.wikipedia.org/wiki/SERVQUAL [Accessed 11Dec. 2017].
al-arafahbank.com.(2017). [online] Available at:
https://www.al-arafahbank.com/news.php [Accessed 11 Dec. 2017].
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Questionnaire
Dear respondent,
I am a student of BBA, International Islamic University of Chittagong conducting an internship
report survey about “Analysis of service quality perspectives: A study on Al-
Arafah Islami Bank Limited, O.R. Nizam Road Branch” and would like to know your views
and opinions. Would you mind spending a few minutes to help me by completing this
questionnaire?
I pledge to you, that the above information will not be disclosed by any means and also that the
respondents will be kept unidentified.
1. Gender :
Male Female
2. Age
: 18-24y 25-34y 35-44y more than 50y
3. Occupation:
Teacher Service Business person
Student Homemaker Others………...
4. Among different schemes of Al-Arafah Islami Bank Limited, O.R. Nizam Road Branch
which one you prefer most? (Tick Only One Option)
Al Wadia Current Deposit (CD)
Mudaraba Savings Deposit (MSD)
Mudaraba Term Deposit (MTDR)
Mudaraba Lakhopoti Deposit Scheme (LDS)
Visa Debit Card/Visa Prepaid Card (Local/International)
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Now I would like to give you some statements from several dimensions. The
answers mark will be marked as follows:
1 = Strongly Disagree
2 = Disagree
3 = Uncertainty
4 = Agree
5 = Strongly agree
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Perception statements in the Reliability dimensions:
1—2—3—4—5
Sl. Statements
Strongly Disagree Strongly Agree
When the Bank promises to do something by a
13. 1 —— 2 —— 3 —— 4 —— 5
certain time, it does so.
14. The Bank delivers their service on time. 1 —— 2 —— 3 —— 4 —— 5