Analyzing The Consumer level of Satisfaction of Al-

Arafah Islami Bank Limited.(AIBL)

 Internship Report

On

“Analyzing The Consumer level of Satisfaction of Al-Arafah Islami

Bank Limited.(AIBL)”

Prepared by
Md.Shajjaduzaman

ID: 2016110000068

Curse Title: Internship

Prepared For

Ms.Shayala Yeasmin

Lecturer

Southeast University

Date of Submission: January 12,2020

Acknowledgements
First of all, I would like to thank Almighty Allah for giving me the capability to complete my
internship report. Then I would like to thank my parents for their valuable support during my
internship they helped me a lot to complete my task. They inspired me a lot.

Secondly, I would like to thank my organizational supervisor Mr.Omor faruk (Manger

operations). He helped me a lot learn about banking activities and also helping me with proper
data which were required for my internship report.

Thirdly, I would like to give thanks to HR Division of Al-Arafah Islami Bank limited as they have
given chance me to do internship at Notun Bazar branch.

I am also thankful to the other officials Mr. Atahar hossain (Senior principle officer), MD. Nihar
uddin (Executive officer), MD. Hasnahin(Executive officer), K.M kamrul Hasan (Executive officer)
as they have helped me a lot by guiding me to learn banking, understanding professional
manners and also helping me with proper data which were required for my internship report.

Without their co-operation it would not be possible for me complete this report. They supply
valuable information to me. Lastly, I would like to thank my parents again because during my
intern I faced some difficulties they helped me to overcome those problems and inspired me to
complete my report.
Student’s Declaration

I, am Md.Shajjaduzzaman hereby declare that the presented report of internship entitled 

Analyzing The Consumer Level Of Satisfaction Al-Arafah Islami Bank Ltd. is uniquely
prepared by me after the completion of study and work experience in AIBL Limited Baridhara
Branch.

I also confirm that, the report is only prepared for my academic requirement not for any other
purpose. It might not be used with the interest of opposite party of the cooperation.

………… ……………………….
Md.Shajjaduzzaman
ID: 2016110000068
Batch: 43th
Department of Business Studies
Faculty of School Of Businesses
Southeast University.
 Letter of Transmittal
Ms.Shayala Yeasmin

Lecturer

School of Business
Southeast University

Subject: Submission of internship report on “Analyzing The Consumer Level Of Satisfaction Of Al-
Arafah Islami Bank Limited (AIBL)”

Dear Ma’am,

This is my great pleasure to submit the Internship report of my three months long Internship
program at Al-Arafah Islami Bank Limited (AIBL).The title of the report is “Analyzing The
Consumer Level of Satisfaction of Al-Arafah Islami Bank Limited (AIBL)”. This report has been
prepared to fulfill the requirement of my internship program at my assigned organization. I
have put my utmost effort to make this report a successful one. It has been a joyful &
enlightening experience for me to work in the organization & prepare this report

I therefore, request and hope that you would be kind enough to accept my evaluation and
oblige thereby.

Sincerely yours,

Md. Shajjaduzzaman
ID: 2016110000068

Department: BBA

Email: zaman.ms.1996 @gmail.com

Letter of Endorsement by Supervisor

This letter certifies that Md. Shajjaduzzaman, ID- 2016110000068. Student of Southeast Business
School (SBS) of Southeast University has completed the internship report under my supervision.
His major subject is marketing. His report entitled “Analyzing The Consumer Level of Satisfaction of
Al-Arafah Islami Bank Limited” Is prepared after performing internship at Al-Arafah Islami
Bank Ltd baridhara Branch as requirement for obtaining BBA degree. I have studied the report
carefully and remark it to be a well written report. He has completed the report by himself. He
has been permitted to submit the report there by.

I wish him every success in life.

-------------------------------------------
Ms.Shayala Yeasmin
Lecturer
SEU Business School
Southeast University
Banani, Dhaka 1212
 Executive Summary

The report emphasize on the “Consumer Level of Satisfaction of Al-Arafah Islami Bank
Limited” which highlights products and services offered by the bank to its customers, ranges of
these services, related shortcomings and suggestions how to overcome.. In my report , I tried to
evaluate AIBL’s customer satisfaction which has helped me to provide recommendations
regarding to find solution to fix meaningful problems that have occurred for customers with the
bank’s products or service, assess the performance of its customer-facing units (branches, ATM
booths, online facility and staff) and to improve its processes and standards for delivery and
finally to understand customers’ needs as they use the AIBL’s products or services so AIBL can
help them to have a better overall experience. As a part of my academic requirement for the
completion of my BBA program I needed to complete my internship program with the duration
of three months in Al-Arafah Islami Bank Limited, Notun Bazar Baridhara Branch. In this
phase of my education, I received the practical knowledge related with my courses I learned at
university. At AIBL, I was assigned to work as intern in two different sections such as General
Banking and in Foreign Exchange Division. Mainly I worked at General Banking Section. Data
collected for the report in two different modes namely primary and secondary. Face to face
conversation with the respective officers of the branch was the main mode to collect primary
data and for secondary data various publications and related body are observed. Al-Arafah Islami
Bank Limited is basically a scheduled commercial bank which was registered by the Bangladesh
Bank. The main goal of the bank is to provide best quality and swift service to its customer and
increase their satisfactory level.
I tried to make some necessary recommendations to be adjusted to maintain the organizations
journey to the excellence according to my viewpoint.
In brief, this report basically emphasizes on how to satisfy and minimize dissatisfaction of the
customers and to improve their satisfaction level by providing the best services and qualities in
comparison to other banks.
 Table of Contents
Page No
CHAPTER ONE
(INTRODUCTION)
Background of the Report
Statement of the report
Purpose of the Report
Theoretical Framework
Limitations of the Report
Methodology of the Study
Scope of study
Structure of AIBL
Internship Experience
CHAPTER TWO
Overview of the Organization
Mission
Vision
Products / Services Offering
Objective of AIBL
CHAPTER THREE
(Organization Structure)
Branches of AIBL
Corporate structure of AIBL
Corporate Environment of AIBL
AIBL products and services
Geographical business location
CHAPTER FOUR
Responsibilities During the Internship
Activities Undertaken
Selection of client
CHAPTER FIVE
(Finding and Analysis )
Data analysis
Finding
CHAPTER SIX
(Recommendations and Conclusion)
Recommendations
Conclusion
APPENDICES
Bibliography
Reference
 CHAPTER ONE
(INTRODUCTION)
INTRODUCTION
Retail banking, also known as consumer banking, is the provision of services by a bank to the
general public, rather than to companies, corporations or other banks, which are often described
as wholesale banking. Banking services which are regarded as retail include provision of savings
and transactional accounts, mortgages, personal loans, debit cards, and credit cards. Retail
banking is also distinguished from investment banking or commercial banking. It may also refer
to a division or department of a bank which deals with individual customers. In the U.S., the
term commercial bank is used for a normal bank to distinguish it from an investment bank. After
the Great Depression, the Glass–Seagull Act restricted normal banks to banking activities, and
investment banks were limited to engaging capital market activities
Typical retail banking services offered by banks include:

 Transactional accounts
 Checking accounts (American English)
 Current accounts (British English)
 Savings accounts
 Debit cards
 ATM cards
 Credit cards
 Traveler's cheques
 Mortgages
Background of Al‐Arafah Islami Bank Ltd.
Brief Description Allah had provided us a complete lifestyle in the Quran and Sunnah.
Therefore, in every if and buts of our life we are advised follow the path of Al-Quran and
lifestyle of our Prophet Mohammed (PBUH). Al-Arafah Islami Bank started function ignite
year1995 with the Islami principles in mind and introduced an updated banking system entirely
based on Al-Quran and Sunnah. In order to make the holy intention of the bank successful a
group of 13 specialized and profound Islamic persons of Bangladesh are elected as the member
of board of Directors of the Bank. To carry out its activities flawlessly Al-Arafah Islami Bank Ltd.
has155 branches and a total of 3446employeesall over the country. It is functioning with its
authorized capital of15, 000.00 Militiaman the paid-up capital bd Tk 9, 943.06 Million2.2.2
Practices of Islami banking on today’s banking sector Islam banking system is gaining more
attractions to people’s because of the demand of haram free transactions in the society.
According to statistics more than300 banks & financial institutions are actively performing
business transactions with Islami Sariah throughout the world. In our country 6fullyfledged
Islami Bank currently carries out their activities successfully. Moreover, other common banks
also have Islami Banking branches conducting Islam banking activities.

Historical background:
Islam means ‘peace’; it indicates a complete pure and hazard free lifestyle. The major aim of
Islami lifestyle is to be successful in our mortal as well as immortal life. So in every aspect of
our life we should follow the doctrine of Al-Quran and lifestyle of Hazrat Muhammad (SM) to
achieve supreme success.
Al-Arafah Islami Bank began its journey on 18 June 1995 with the Islami principles in mind. It is
also known as AIBL and the head office of the bank located in Dilkusha, Dhaka. Personalities
who are established, dedicated and pious of are the architects and directors of the Bank. From
them a noted Islamic scholar, economist, writer and ex-bureau craft of Bangladesh government
Mr. A.Z.M. Shamsul Alam is the founder Chairman of the bank. The bank provides Deposit
Scheme, Investment, SME Banking, Micro Finance, Foreign Trade etc. In the Deposit Scheme, it
provides Al Wadiah Current Deposit Scheme, Mudaraba Savings Deposit Scheme, Mudaraba
Term Deposit Receipt, Mudaraba Short Notice Deposit etc. In the investment sector AIBL invest
in Transportation sector, Hire purchase sector, Mosque and Madrasa, Village and Small
investment etc. their SME Banking service provide SME Entrepreneurs, Agro Industries, Small
business, women entrepreneurs etc. The bank also provide others services such as Internet
banking, SMS banking, Mobile banking, Locker service, Remittance service, ATM service etc.
At present the bank has 89 branches, 8 SME units and 1807 manpower, 38 authorized dealers
(AD) all throughout the country and it has shareholders about 54267. AIBL’s authorized capital
is Taka 15,000.00 Million and the paid-up capital is Taka 9,469.58 Million. (Up to December
2015), 2,810 Number of Employees, 44,427 Number of Shareholders and 129 number of
branches (2015).AIBL uses all modern banking system to serve their clients and also use latest
technology. Because of the wisdom of the directors, Islamic bankers and the help of Almighty
Allah has made Al-Arafah Islami Bank Ltd most modern and a leading bank in Bangladesh.

Problem statement:
Due to the vast rise of our country's population and the increased need for banking services:
speed, service, quality; the customer satisfaction has become a key distinction for a bank's future
success. It is the most important for banks to get useful feedback on their actual response time
and customer service quality aspects of retail banking, in order to take positive steps to maintain
a competitive edge. Firms are increasingly keen in retaining the customers while targeting non-
customers; so measuring customer satisfaction gives a clear indication of how successful the
organization is at with their products and/or services to the marketplace. Lord William Thomson
Kelvin (1824-1907) said, "If you cannot measure it, you cannot improve it." Over the past twenty
years in many places in the world, firms have been elevating the role of the customer to that of a
key stakeholder. Customers are seen as a group whose satisfaction with the enterprise surely be
incorporated in strategic planning efforts. Having the better understanding of customers'
perceptions, firms can determine the actions required to meet the customers' needs. By which
they can identify their own strengths and weaknesses, where it stands in comparison to their
competitors, and plan for future progress and improvement. Moreover, customer satisfaction
measurement helps to deliver an increased concentration on customer outcomes and stimulate
improvements in the work practices and processes used within the company.
As the percentage of Muslim people is higher in our country than other religion, the Islamic
banks are getting the appropriate attention by the customers. As a result, many Islamic banks has
taken place in the banking industry of Bangladesh. Other banks has also started Islamic banking
facilities to keep pace with those banks. Despite of having these type of competition AIBL has
becoming pioneer of Islamic banking. In order to be in the race, the bank needs to maintain
service quality customer loyalty, security, reliability etc. This study aims to measure this
satisfactory level regarding customer loyalty, security, reliability and to ascertain things that need
to be mended in future.
In the present study, the factors including service quality, security, and customer loyalty are
adopted from prior literature which I brought under the SERVQUAL dimensions to measure
satisfactory level. It is known that customer satisfaction is referred to as the feeling or attitude of
the customer towards a certain product or service after using such product or service. Because of
marketing activity and it serves as a connection between different phases of customer
buying behavior. For instance; when customers are satisfied with a specific service following its
use they are more likely to repeat their purchase and attempt at trying out the service line
extensions. So if the customers of AIBL are satisfied with dimensions and at they will tend to
create more accounts in AIBL in future and they will be a good source of word of mouth which
will help AIBL to grow.

Purpose of Project:
Broad Objective:
The main objective of this study is to determine the customers’ satisfaction level of Al-Arafah
Islami Bank Ltd baridhara branch.

Specific Objectives:
 The specific objectives of the study are;
 To evaluate the ability of employees to perform promised service dependently and
accurately.
 To evaluate in what level the customers are assured by competence, courtesy, credibility
and security by the bank and its employees.
  To examine the extent to what extent the tangible appearances are satisfying customers.
 To evaluate customers’ satisfaction in getting convenient banking hour, care & individual
attention.
 To assess willingness of employees to help customers & to provide prompt service.
 To determine the factor being barrier or whether customers getting the benefits of ATM
booths and ATM card services.
 To ascertain things to know whether online services are providing its correct and better
service to the customers.

Theoretical Framework About the banking System in

Bangladesh:
Banking system occupies an important place in an economy. A bank is a financial institution licensed
by a government. Its primary activities include borrowing and lending money. Many other financial
activities were allowed over time. For example banks are important players in financial markets and
offer financial services such as investment funds. It plays a liberalization of economics policies in
Bangladesh. They are the principal source of credit (loan able funds) for millions of individuals and
families and for many units of government (school districts, cities, countries, etc.). Moreover, for
small local businesses ranging from grocery stores to automobile dealers, banks are often the major
source of credit to stock the shelves with merchandise or to fill a dealer’s showroom with new cars.
When businesses and consumers must make payments for purchases of goods and services, more
often than not they use bank-provided checks, credit or debit cards, or electronic accounts
connected to a computer network. And when they need financial information and financial
planning, it is the banker to whom they turn most frequently for advice and counsel.
An organization can be a successful and a challenging one in terms of its performances only if
performances of employees are directed towards fulfillment of organizational objectives.
Employees’ effort will lead to performance and performance will lead to get more customers. If
customers get more facilities, the more likely the customers will be highly motivated to open Letter
of Credit and to transact through this Bank. If the services and Performance of the Bank are good
then the good result of the organization will come into real.
Islami Banking System is becoming more and more attractive day by day to peoples irrespective of
nations, religious, colors and species. More than 300 Banks and financial institutions are serving
Islami banking throughout the world. At present in our country 7 fully fledged Islamic Banks are
working successfully. And other traditional banks have Islami Banking Wings conducting Shariah
based banking activities. Recent Development of Bangladesh Government Islamic Investment Bond
(BGIIB) is the milestone for shariah based banking practices in Bangladesh.

Limitations of the Report

 The limitations of the report and the study are as follows:
 This internship report has been conducted within three month which was short period of
time
 The report was made under self-finance.
 Only Mirpur-10 branch of the bank has been considered for the report it might lack
information.
 Selected sample size do not represent the total population.
 The samples were selected conveniently.
 In many cases, recent and updated information is not published.
 All weights given are judgmental.
  Information regarding the competitors is difficult to get.
 The time frame was short and the whole study was conducted by one person there I may
be chance of having error in any stage of data collection, data entry, data organizing, data
sorting, data testing, data presentation, interpretation of result, etc.

Methodology of the Study

Data Collection
In order to conduct this internship report I have utilized both primary & secondary.

Primary Data Collection

 The primary data have been obtained through using following three techniques:
 Face to face conversation with the employees
 Primary data is the original data that created by me through interview, questionnaire,
experiments or case study
 In this research, I used questionnaire as medium to collect data. There are 29 questions
answered by all respondents. The questionnaire is divided into eight (8) sections. Part one
consists of questions about your demographic profile; continue with part two about the
tangibility dimension, the third part about reliability dimension, the fourth part
responsiveness, fifth is the assurance dimension, sixth is the empathy dimension,7th is
the online facility evaluation and lastly eighth is the ATM booth and ATM card related
satisfaction measurement
 SERVQUAL method: To get quantitative information on consumer loyalty I did survey
in clients with a view to gauge their level of fulfillment. I've talked with 40 account
holders of Al-Arafah Islami Bank Ltd. having utilizing the SERVQUAL instrument. The
survey contains 30 questions for consumer satisfaction estimation. A sample
questionnaire has been annexed in the appendix part. The period of the study lies in
between 1st April, 2017 to 4th April, 2017.
Secondary Data Collection

I have used different types of secondary data in my research. The sources are of those data’s are:
a. Internal Sources:
Bank’s Annual Reports 2012, 2013,2014,2015,2016
Website of the bank

b. External Sources
Journals & Newspapers
Consultation of related books & publications.
Website Surfing
Different Internship Report from Internet

Sample Selection

Data was obtained for this study from a simple random sample of AIBLs’ mirpur-10 branch
customers. Basically sampling is taking a fraction of a population to represent the whole
population but the as a researcher I could managed to find only 40 people to become
respondents. Sample is a subset or subgroups in the population selected. We know that
population is a group of people that can involve in the research. And selection of the population
depends on the research conducted by the researcher. As a researcher I choose respondents for
questionnaire randomly from customer who visited the sampling locations during the chose time
intervals.
I took convenience sample which is a type of non-probability sampling method. A convenience
sample is basically done when who to the respondents who are easy to reach
VARIABLES
In this study I tried to examine how the independent variables affect the dependent variable.
Hence,
 The dependent variable is customer satisfaction
 The independent variables are customer loyalty, service quality, security, epithetical
factors, tangibility factors, and responsiveness of bank, reliability factors of bank and
assurance of bank.
Scope of The Study
The report commences with the analysis of the Bank industry, company in focus, presenting the
mission & vision, SWOT, the values & product, description of services, Finance related issues
are discussed in detail along with their results and possibilities. In this report general Banking
has been discussed in detailed.

Structure of AIBL
AIBL is basically managed by its Board of Directors consisting of 15 members. The Board is
responsible to appoint an executive committee which consists of Sponsor Director (Chairman,
Vice Chairman), its member, Shareholder Director, Ex officer Director, Company Sectary. The
committee is authorized to observe and review major day to day operational functions including
investment plans, budgets and other investment activities. Moreover, the board is responsible for
establishing the company’s policies and reviewing the operational performance of the company
including approval of large investment transactions and major fund procurement. Furthermore,
the board appoints, the Managing Director responsible for managing the company’s overall
operations within the framework of policies of the company.
Shari’ah Board: The scholars of high reputation having extensive experience in law, economics
and banking systems and specializing in law and finance as prescribed by Islamic Shari’ah is
responsible to make up the AIBL's Fatwa & Shari’ah Supervision Board. The Board is appointed
by the bank's Board of Directors. The Shari’ah Board is responsible for the development and creation
of innovative Shari’ah –compliant investment and financing products and services. The Board is also
empowered to issue fatwa’s on any matter proposed to it by different business units of the bank. The
Shari’ah auditors are authorized to ensure that all the transactions are carried out in strict compliance
to Islamic principles of banking.
 CHAPTER TWO
Overview of the organization
AIBL Mission:
-Obtain Allah’s blessings and satisfaction. -
-Establish a Shariah Based Banking practices as per Islamic laws.
-Offer quality banking service through adaptation of the latest technology.

Vision of AIBL
Wisdom of the Directorial Bodies, Good faith and intention of staffs and the blessings of Allah
make Al Arafah Islami Bank Ltd one of the most updated and a leading bank of Bangladesh.

Products / Services Offering

Al Wadiah current account (CD).

Mudaraba short notice deposit (SND).

Mudaraba savings deposit (MSD).
Mudaraba term deposit receipt (MTDR).
Monthly installment based term deposit (ITD).
Monthly profit based term deposit (MPTD).
Al-Arafah monthly Hajj deposit (MHD).
Al-Arafah term Hajj deposit (THD).
Monthly installment based marriage savings investment scheme (MIS).
Al-Arafah savings bond (ASB).
Foreign currency deposit (FCD).
Pension deposit scheme (PDS).
Cash deposit waqf deposit scheme (CWD).
Mudaraba lakhpoti deposit scheme (LDS).
Mudaraba millionaire deposit scheme (MDS).
Mudaraba (special) pension deposit scheme (MSPDS).
Mudaraba kotipoti deposit scheme (MKDS).
Mudaraba double benefit deposit scheme (MDBDS).
Mudaraba triple benefit deposit scheme (MTBDS).
Here are some accounts described in brief which is very commonly used by customers:
1. Mudaraba Term Deposit: This deposit scheme starts from Tk.50000 or above is obtained under
the aforementioned scheme for tenure of 3, 6, 12, 24 and 36 months and the same is withdrawal with
profit at the end of the tenure.
2. Mudaraba Savings Deposit: In order to open a Mudaraba Savings Deposit account by his/her
name with a minimum balance a person will need only Tk. 500. The account holder can operate this
deposit account according to his/her wish. Moreover, they can deposit and withdraw any amount of
money at any time.
3. Short Notice Deposit (SND): Basically it is for the firms. It lets the owner of business to operate
this account. He can deposit any amount at any time, but he have to inform or send a short notice to
the bank authority before seven days of withdrawals.
4. Monthly Hajj Deposit: This deposit is for only hajj purpose as it named by it. This deposit
requires at monthly installment from 1 (one) year to 20(twenty) years. Generally, accepted under the
above scheme to enable the account holder to perform Hajj out of the accumulated saving with profit.
5. Monthly Installment Term Deposit (ITD) : In this deposit, the monthly installments can be
Tk.300/-, Tk.500/-, Tk.1000/-Tk.1500/- Tk.2000/- is obtained under the aforesaid scheme for a
tenure of 5,8,10 and 12 years and the same is withdrawal with profit at the end of the tenure.
6. One Time Hajj Deposit
In this scheme, fixed amount of Hajj deposits is accepted by bank from the clients for particular term
and according to the rules of profit is accumulated thereon per year in this regard. As the fixed
deposit is matured, Hajj expenses are defrayed by the same. Through this scheme, the guardians may
also open Hajj account t o enable their successors to perform Hajj.
Objective of the report:
The main objective of this report is to provide a critical analysis of Investment procedure
performances of. However, this report also has some specific objectives such as
1. To fulfill the requirement of B.BA program.
2. To analyze the end-to-end Investment procedure of AIBL.
3. To analyze the types of investment schemes
4. To analyze the types of investment of AIBL.
5. To analyze the effectiveness of investment policy of AIBL.
 CHAPTER THREE
(Organization Structure)
Branches of AIBL
AIBL started its working at 161, Motijheel C/A withal Branch name Motijheel Branch
on27September, 1995wasthe first &main Branchof AIBLand has been operating throughout
thecountry. The Head Office of the Bank is however shifted to Purana Paltan in2018 which is
their permanent premises and head office since then. AIBL is operating for twenty-three years
and within this limited time frame the Bank has reached total of 155 Branches over the
Bangladesh and also kept a smooth communication network among all the branches
countrywide, the number of branches as Division wises mentioned in the following table:

Divisions No. of Branches

Dhaka 72
RajShahi 8
Rangpur 5
Khulna 12
Sylhet 7
Barisal 10
Chittagong 41

Corporate structure of AIBL

Top Management

 Chairman
 Vice Chairman
 Board of Directors
 Managing Director
 Deputy Managing Director

Executive Level Managements

 Senior Executive Vice President

 Executive Vice President
 Senior Vice President
 Consultant
 First Vice-president
Mid-Level Managements

 Executive Officer
 Senior Officer
Junior Level Management
 Management Trainee Officer
 Junior Officer
 Assistant Officer
 Trainee Assistant

Corporate Environment of AIBL

Throughout my internship period I have noticed that the Corporate environment of “Al-Arafah
Islamic Bank holds the beauty of the Sunnah of Prophet and has a touch of peace in every part
of their actionandbehavior. I could see in every stage of their movement they had their faith
and conviction, values and proper attitudes which reflected the Sunnah of our prophet.

AIBL products and services

Deposits Products Investment products Services
Mudaraba short notice deposit Investment in Agriculture Sector ATM Card Service
(SND)
Modaraba saving deposit (MSD) Investment in Industrial Sector Mcash

Mudaraba term deposit (MTDR) Investment in Business Sector Locker Service

Monthly profit-based term Investment in Foreign Trade

deposit (PTDR) Agent banking
Monthly installment-based Investment in Construction and
term deposit (ITD) Housing
Al-Arafah monthly hajji deposit Investment in Transportation
(MHD) Sector
Al-Arafah termed hajji deposit Hire Purchase Shirk Atul Melk
(THD) (HPSM)
Monthly installment-based Investment Schemes in Masque
marriage saving investment and Madrasa (MMIS)
scheme (MIS)
Village and Small Investment
Al-Arafah saving bonds (ASB) Schemes (GSIS)
Small Enterprise Investment
Foreign currency deposit (FCD) Schemes (SEIS)
Pension deposit scheme (PSD) Consumer Investment Schemes
(CIS)
Cash waqf deposit scheme
(CWD)
MudarabaLakhpati deposit
scheme (LDS)
Mudarabaspecialpensiondeposit
scheme (MSPDS)
Mudarabakotipotideposit
scheme (MKDS)
Mudaraba double benefit
depositscheme(MDBDS)
Mudaraba triple benefit deposit
scheme (MTBDS)

Geographical business location

Bangladesh
Division Number of branches Total
Dhaka 69
Chittagong 36
Sylhet 8 148
 Khulna 12
RajShahi 8
Barisal 10
Rangpur 5
 CHAPTER FOUR
Responsibilities during the Internship

Activities Undertaken
I was assigned at the Investment department of the bank, while working in the investment I have
come across with the vital activities of investment. I worked as monitor and recovery stage if the
investment department which is discussed below as discussed earlier Investments activities are
conducted according to Islamic sharia sointerest payment systems altered profit giving
mechanism from client deposit amount. Investment practice consists of stages like selection of
the client, Application stage, Processing and appraisal, Sanctioning stage, documentation stage,
Disbursement stage, Monitoring &Recovery stage. These stages are the heart and core of the
bank’s investment department. Al-Arafah Islami Bank (AIBL) makes its investment decision
through successfully passing these crucial steps; the steps are discussed in detail below.

Selection of client
Here, the client approached state branch of AIBL. He talks with the manager or respective
officer(investment) Secondly, bank considers fours of the client. After completion of the
discussion successfully between them, bank selects the client for its proposed investment its to
be noted that the client must agree with the bank’s rules & regulations before availing
investment. Generally, bank analyses the following five C’s of the client -Character -Capacity
-Capital Collateral -Condition
 CHAPTER FIVE
Finding and Analysis

 Data analysis
Demographic information
Respondent’s age
 40 40
40

35

30

25

20
15
15

10
5
5

0
18 -25 26-33 34 -50 51 - Avove

This bar chart represent the age of respondents, here basically respondents age categorized in four classes.
Most of the respondents are from age range 18-25 and it’s around 15% of total respondents. Only 40%of
the respondents were from age group 26-33. 40%of the respondents were from age group 34-50 and 51-
Above respondents are 5%

Respondent’s profession
 60

50

40

30
50
20

10 20 20
10
0
Business Service Holders Student others

This bar chart represent the occupation of respondents, here basically respondents occupation categorized
in four classes. Most of the respondents are from service holder and it’s around 50% of total respondents.
Only 20%of the respondents were from business. 10% of the respondents were from students and Above
respondents are others
Respondent Gender

25%

Male
Female

75%

Here 25 % Gender are Female and 75% are Male

 1. The staff and employees of the bank are helpful

55%
Strongly Agree

45%
Agree

0%
Neutral

0%
Disagree

0%
Strongly Disagree

0 0.1 0.2 0.3 0.4 0.5 0.6

Interp
retation: From data analysis, 55% are strongly agree and 45% are agree. That means the staff
and employees of the bank are much helpful to the customer.

2. You have confidence and trust on the officers at customer service

You have confidence and trust on the officers at

customer service

Strongly disagree
Disagree
Neutral
40% Agree
Strongly Agree

60%

Interpretation: From data analysis, 40% are strongly agree and 60% are agree. That means
the customer confidence and trust on the officers at customer service much.
3. Bank’s environment is peaceful and comfortable
6

30%
5

55%
4

3 15%

2 0%

1 0%

0
Strongly Disagree Disagree Neutral Agree Strongly agree

Interpretation: From data analysis, 30% are strongly agree and 55% are agree and 15%
neutral. That means the customers are satisfied to Bank’s environment and they are
comfortable.
4. You get enough information about your account regularly
0.45
40%
0.4
35%
0.35

0.3
25%
0.25

0.2

0.15

0.1

0.05
0% 0%
0
Strongly Disagree Disagree Netrual Agree Strongly agree

Interpretation: From data analysis, 40% are strongly agree and 35% are agree and 25%
are neutral. That means the customers are enough information about their account
regularly.

5. Your cheque book and ATM card was delivered on time

6

5 10%

50%
4

40%
3

2 0%

1 0%

0
Strongly Disagree Disagree Neutral Agree Strongly agree
 Interpretation: From data analysis, 10% are strongly agree and 50% are agree and 40%
are neutral. That means the customer received there cheque book and ATM card
delivered on time.

6. AIBL provides enough ATM booths

0.5
45%
0.45

0.4

0.35

0.3
25%
0.25

0.2
15%
0.15
10%
0.1
5%
0.05

0
Strongly Disagree Disagree neutral Agree Strongly agree

Interpretation: From data analysis, 5%% are strongly agree and 45% are agree and
25% are neutral and 15% disagree and 10% are strongly disagree. That means the
customer are not satisfied enough ATM booths of AIBL.
7. You are satisfied with SME banking?
0.6

50% 50%
0.5

0.4

0.3

0.2

0.1

0% 0% 0%
0
Strongly Disagree Disagree Neutral Agree Strongly agree

Interpretation: From data analysis, 50% are strongly agree and 50% . That means the
customer are satisfied with SME banking.

8. AIBL approves loans easily

0.6 55%

0.5

0.4

0.3

0.2 15% 15%

10%
0.1 5%

0
Stongly Disagree Disagree Netural Agree Strongly Agree
 Interpretation: From data analysis, 15% are strongly agree and 15% are agree and 55%
are neutral and 5% are disagree and 10% are strongly disagreel. That means the customer
are not approves loans easily.

9. Bank security is satisfactory

0.6 60%

0.5

0.4

0.3

0.2 20%

0.1 5% 15%

0 0%
Strongly Disagree
Disagree
Neutra
Agree
Strongly agree

Interpretation: From data analysis, 15% are strongly agree and 60% are agree and 20%
are neutral and 0% are disagree and 5% are strongly disagree. That means most number
of customers are satisfactory to bank security.
10. You get enough information about your account regularly

85%
0.9
0.8
0.7
0.6
0.5
0.4
0.3
0.2 5%
0% 10%
0.1 0%
0
Strongly Disagree
Disagree
Netural
Agree
Strongly agree

Interpretation: From data analysis, 10% are strongly agree and 85% are agree and 5%
disagree. That means the customers enough information their account regularly.

11. Bank’s environment is peaceful and comfortable

30%
Strongly agree

45%
Agree

25%
Neutral

0%
Disagree

0%
Strongly Disagree

0 1 2 3 4 5 6
Interpretation: From data analysis 30% are strongly agree and 45% are agree and 25% are
neutral . That means Bank’s environment is peaceful and comfortable

12. AIBL bank has convenient business hours

0.6 55%

0.5

35%
0.4

0.3

0.2

0% 10%
0.1 0%

0
Strongly Disagree
Disagree
Neutral
Agree
strongly agree

Interpretation: From data analysis 10% are strongly agree and 55% are agree and 35%
are neutral. That means customers are satisfy bank has convenient business hours
13. AIBL service charges is reasonable as comparative to other banks

40%
5

35%
4

3 25%

2 0%

1 0%

0
Strogly Disagree Disagree Neutral Agree Strogly agree

Interpretation: From data analysis, 40% are strongly agree and 35% are agree and 25%
Neutral. That means the customers are satisfied service charge to the bank.

14. AIBL has modern looking equipment and technologies that better satisfy your needs

6
35%
5
50%
4

15%
3

0%
2

0%
1

0
Strongly Disagree Disagree Neutral agree strongly agree
 Interpretation: From data analysis, 35% are strongly agree and 50% are agree and 15%
neuttral. That means the customers need to better equipment and techonologies.

15. AIBL keeps their promises

6

65%
5

35%
4

3 0%

2 0%

1 0%

0
Strongly Disagree Dsagree Neutral Agree strongly agree

Interpretation: From data analysis, 65% are strongly agree and 35% are agree. That
means the customers satisfied AIBL promises.
Finding
In banking industry competition between existing banks is very high, everybody wants to
increase their market share by offering various products and service to the customers. So many
banks are taking first mover’s advantage in the market as a result competition among them
raised every year.

Now there are 56 conventional and 8 ISLAMI banks in Bangladesh who offer similar products
and service. Most importantly they all targeted the big corporation which makes competition
very high. In 2014 Islami banking achieves 14% of the market share and the schedule bank
achieves 86% of the market this tells us about the competition among Islami banks and
conventional banks in Bangladesh.
 CHAPTER SIX
Recommendation and Conclusion
Recommendations
Islamic banking in Bangladesh is getting popular day by day and customers want diversified
product and services from the bank. In order to be successful in the banking industry AIBL
should follow the trends. Based on my findings here are some recommendations that are given
below

 •AIBL should hired quality human resource in the investment department.

 •AIBL should introduce Mudaraba and Musharaka mode of investment at all the
branches. It should focus all the mode of investment not just Bai-Muajjal. Because
customer wants diversified products. AIBL should follow current trend in order to be
successful in the banking industry.
 •AIBL recovery unit should be more active because their classified investment increases
over the year. AIBL investment strategies and policy need to be modify as well in order
made their investment attractive to the customer.
 •AIBL need to improve its infrastructure quality as well as internal networking system in
order to provide quality service to the customer.
 SME section should be more flexible.
 ATM booths should be increased.
 The decision making process should be increased.

Conclusion
AIBL tries to satisfy their customer through providing different kind of services. From the report
we can see that it has successfully satisfying its customers and working on their lacking too. To
maintain the competition with the conventional and Islamic banks it should improve their service
quality to attract more customers. Moreover, they have always tried to keep them up to date with
the new technology to give fastest service to their customers. In order to maintain sustainable
growth, AIBL should be implementing new technology and innovation to ensure better and
prompt service. In this purpose, they have to identify their strength and also need to recover their
weak sides.
APPENDICES
Appendix
“Analyzing the consumer level of satisfaction at Al-Arafah Islami Bank Ltd. Baridhara
Branch.”
Dear respondent,
I would likely let you know that I am currently working as an Intern at Al-Arafah Islami Bank
in this (Baridhara) branch and I am a student of Southeast University. I am going to conduct a
research on “Consumer level of Satisfaction Evaluation of Al-Arafah Islami Bank” for the
completion of my internship report. As this research will be conducted under the Internship
course, in order to find out the overall efficiency and effectiveness of the service, which is being
provided by Al-Arafah Islami Bank of Baridhara branch.
I pledge to you, that the above information will not be disclosed by any means and also that the
respondents will surely be kept unidentified.
Thank you.
 o 18-25 years
Age o 26-33 years
o 34-50 years
o 51 –above
Profession o Business
o Service Holders
o Students
o Others
Gender o Male
o Female
Items Strongly Disagree Neutral Agree Strongly
Disagree Agree
1.The staff and employess of the
bank are helpful
2.you have confidence and trust
on the officers at customer service
3.Bank’s environment are peaceful
and comfortable
4.you get enough information
about your account regularly
5.your cheque book and ATM card
was delivered on time
6.AIBL provides enough ATM
booths
7. You are satisfied with SME
banking?
8.AIBL approves loans easily.
9.Bank security is satisfactory
10.You get enough information
about your account regularly
11.Bank’s environment are
peaceful and comfortable
12.AIBL bank has convenient
business hours.
13.AIBL service charges is
reasonable as comparative to
other banks
14.AIBL has modern looking
equipment and technologies that
 better satisfy your needs
15.AIBL keeps their promises

Bibliography
•Md. Abdul Awwal Sarkar (1999); Islamic banking in Bangladesh: performance problems and
prospectus, International Journal of Islamic Financial Services Vol. 1 No.3

•MohammedNurulAllam(2000); Islamic banking in Bangladesh: A case study of IBBL

International Journal of Islamic Financial Services Vol. 1 No.4

•Sharif Rayhan Siddique & A F M Mafizul Islam (2001), Banking Sector in Bangladesh: Its
Contribution and Performance; Journal of Business Research, vol. 3, 2001

•Md. Nazirul Islam Sarker& Md. Harun Or Rashid (2015); An Impact of Banking Activities of
Private Commercial Islamic Bank to Economic Development in Bangladesh: A Case Study on
First Security Islami Bank Limited (FSIBL); Journal of Investment and Management 2015; 4(5):
264-272

•Evan Nusrat Dooty & Mohammed Syedul Islam (2014); Investment Performance of Islamic
Bank: An Empirical Study; Asian Business Review, Volume 4, Number 1/2014 (Issue 7).

Annual report:

•Annual report of AIBL (2013-2016)

Website:

• Website of AIBL “ http://www.al-arafahbank.com/ “

• Website of IBBL “http://islamibankbd.com/index.php