Customer Satisfaction of Commercial Bank in Bangladesh-

a study on First Security Islami Bangladesh

[This Thesis is submitted for the Partial Fulfillment of the Degree of Master of Business
Administration with a Major in Marketing]

Submitted By
Md. Samedul Hoque
ID: 1913015
Reg: 191113015
Program: MBA
Major: Marketing

Date of submission: 25th July, 2021

Faculty of Business Administration

BGC Trust University Bangladesh

1
 Customer Satisfaction of Commercial Bank in Bangladesh
-a study on First Security Islami Bangladesh

[This Thesis is submitted for the Partial Fulfillment of the Degree of Master of Business
Administration with a Major in Marketing]

Supervised By
Nawrin Afrin
Lecturer
Faculty of Business Administration
BGC Trust University Bangladesh
Submitted By
Md. Samedul Hoque
ID: 1913015
Reg: 191113015
Program: MBA
Major: Marketing

Date of submission: 25th July, 2021

Faculty of Business Administration

BGC Trust University Bangladesh
Letter of Submission
2
25th July, 2021
To

Nawrin Afrin

Lecturer

Faculty of Business Administration

BGC Trust University Bangladesh

Subject: Submission of Thesis.

Dear Madam,

With immense pleasure, I am presenting my thesis paper of “ Customer Satisfaction of Commercial

Bank in Bangladesh-a study on First Security Islami Bangladesh” that has been set up as a
necessary piece of my degree prerequisite. I am appreciative to you for allowing me the chance to set up
this report. I have attempted my dimension best to finish this report with the important data and
recommended suggestion that you were give me as your best also.
Thanking you and looking forward to receiving your gracious approval of my submission. I hope

this report will meet your expectation.

Sincerely yours,
---------------------------------

Md. Samedul Hoque

ID: 1913015
Program: MBA major in Marketing

Department of Business Administration

BGC Trust University Bangladesh

3
 Declaration

I, hereby, declare that this paper titled “Customer Satisfaction of Commercial Bank in

Bangladesh-a study on First Security Islami Bangladesh” is an original work of mine and it has

been prepared under the guidance of Nawrin Afrin, (Lecturer) the supervisor of my thesis paper

as a requirement for the completion of my MBA degree from Department of Marketing, Faculty

of Business Administration (FBA), BGC Trust University Bangladesh.

This report is prepared solely for Department of Marketing, Faculty of Business Administration

(FBA), BGC Trust University. This report neither fully nor partially has ever been submitted for

any other Certificate / Degree/ Diploma or Qualification to any other University/ College/

Institution or Organization.

…………………………

Md. Samedul Hoque

ID: 1913015
Program: MBA

Major: Marketing

Faculty of Business Administration (FBA)

BGC Trust University Bangladesh

4
 Acknowledgement

At the very beginning, I would like to express my thanks to the Almighty Allah for giving me the

strength to complete the thesis. Then I would like to express my gratitude to my honorable

faculty and academic supervisor Nawrin Afrin, Lecturer, Faculty of Business Administration,

BGC Trust University Bangladesh, who has provided me suggestions for making this thesis, and

also provided me with format for making and preparing the whole thesis, and support me to

create that from where we can learn many things about the bank industry. Finally, I want to

express my deep gratitude to my parents and all well wishers whose enormous helps assists me

to complete this thesis.

5
 EXECUTIVE SUMMARY

Satisfaction of customers in term of how they are satisfied with the politeness, knowledge and
promptness of employees in handling busy customers.it also takes into consideration the
perception of the customers as to whether the product or service is worth what they are paying
for it.Customer of First Security Islami Bank Bangladesh has a good perception about the
quality of service provided by them. From our survey we found that customers are satisfied with
the overall service of First Security Islami Bank Bangladesh Bank

I have tried to find and understand all banking activities especially customer service and other
day to day functions performed in First Security Islami Bank Bangladesh. It consists of opening
an account, issuing the cheque book, contacting with the customers over the telephone, Clearing
activities, inter branch transaction, closing of accounts, collections of bills, issuing FDR, pay
order, and demand draft etc.

To complete the analysis part different type of methods and primary and secondary data used by
me.Primary data include face to face conversation, questionnaire. And secondary data included
the previous report, website of First Security Islami Bank in Bangladesh. For analyze the report
use different type of methods such as frequency, percentage etc. Then put this result in column
chart, pie chart and bar diagram.

In findings part there we discussed about problems and tried to give possible solution in the
recommendations part.

6
 Contents Page

Letter of Submission 3

………………………………………………………….
Author Declaration 4

……………………………………………………………
Acknowledgement …………………………………………………..……...... 5
Executive Summary 6

………………………………………………………….

Chapter 1: Introduction……………………………………………………..
1.1 Prelude…………………………………………………………..……... 10
1.2 Objectives of the Study …………….………………………………….. 14
1.3 Customer Satisfaction………………………….......... 15
1.4 Customer Satisfaction and our commercial banking 16

sector…………………………….
1.5 Overview of First Security Islami Bank Bangladesh 18

Limited…………………………..........
1.6 Scope of the Study………………………………………………... 19
1.7 Limitations of the Study………………………………………………... 20

Chapter 2: Literature Review………………………………………………. 21-28

Chapter 3: Research Methodology ………………........................................ 29-33

Chapter 4: Analysis of the Study …………………………………………... 34-47

Chapter 5: Recommendations & Conclusion ……………………………..

5.1 Recommendations …………................................................................... 49

6.2 Conclusion ……………………………………………………………... 50

References ……………………………………………………………………. 51
7
 CHAPTER-1

INTRODUCTION

8
1.1 Prelude

Generally by the word “Bank” we can easily understand that the financial institution deals with

money. But there are different types of banks like; Central Banks, Commercial Banks, Savings

Banks, Investment Banks, Industrial Banks, Co-operative Banks etc. But when we use the term

“Bank” without any prefix, or qualification, it refers to the ‘Commercial banks’. Commercial

banks are the primary contributors to the economy of a country. So we can say Commercial bank

is a profit-making institution that holds the deposits of individuals & business in checking &

savings accounts and then uses these funds to make loans. For these people and the government

is very much dependent on these banks as the financial intermediary. As, banks are profit

-earning concern; they collect deposit at the lowest possible cost and provide loans and advances

at higher cost. The differences between two are the profit for the bank. Banking sector is

expanding its hand in different financial events every day. At the same time the banking process

is becoming faster, easier and the banking arena is becoming wider. As the demand for better

service increases day by day, they are coming with different innovative ideas & products. In

order to survive in the competitive field of the banking sector, all banking organizations are

looking for better service opportunities to provide their fellow clients. As a result, it has become

essential for every person to have some idea on the bank and banking procedure.

There are total 55 commercial banks found in our database while 9 foreign banks are currently

operating beside of 46 local commercial banks in Bangladesh.

Bangladesh's banking system is now faced with a slow-motion banking crisis principally at the

government-run banks along with some private sector banks. The Finance Minister himself last

9
month said the current banking and non-banking financial sectors are in the most vulnerable

position. The situation is anything but getting any better largely due to very fast credit growth

and state directed lending and loan restructuring. All this raises the risk of a credit crunch. Six

state-owned commercial banks account for almost a quarter of all bank assets in the country. The

government appoints their chief executives and board members and often influences them to

activities with disastrous effects.

According to Bangladesh Bank, by the middle of 2018 seven state-owned and three private

sector banks were running capital deficits, that necessitated state-funded recapitalisation or

bailouts of these banks to maintain public confidence in the banking system. But such bailouts

will create moral hazard problem and likely to encourage banks to continue with such behaviour.

State also must refrain from directing lending to certain specific sectors or purposes and such

activities can better be undertaken through budgetary provisions. The existing regulatory capital

requirements to ensure banks remain financially viable have not yielded the desired results as

reflected in many banks experiencing capital inadequacy. That raises the question whether those

requirements are fit for the purpose. If that is the case they ought to be revisited. The banking

regulatory regime in Bangladesh also at the same time should focus on mitigating the risk of

misconduct and must assess the culture drivers of misconduct. As for the banks themselves, they

must put in place effective credit risk management to ensure loans are matched with ability to

repay and used for the purpose these were intended for and must forestall any insider lending and

mitigate any information asymmetry.

10
1.2 Customer Satisfaction

Customer satisfaction, a term frequently used in marketing, is a measure of how products and

services supplied by an organization meet or surpass customer expectation.

Satisfaction is as a judgment following a consumption experience – it is the consumer’s

judgment that a product provided (or is providing) a pleasurable level of consumption-related

fulfillment.

Customer satisfaction is defined as “the number of customers, or percentage of total

customers, whose reported experience with a firm, its products, or its services (ratings)

exceeds specified satisfaction goals.” In other words, the degree of satisfaction provided by

the goods or services of a company as measured by the number of repeat customers.

Importance of Customer satisfaction

1. In a competitive marketplace where businesses compete for customers, customer

satisfaction is seen as a key differentiator.

11
 2. Satisfied customers are most likely to be loyal

3. Satisfied customers generally make repeat orders

4. They generally use a wide range of services offered by Bank.

5. A few unhappy customers will have an outsize impact on your reputation online. So all of

them need to be satisfied.

6. It’s the best form of advertising.

1.3 Customer Satisfaction and our commercial banking sector

During 1980s and 1990s, Global banking and capital market services had made great

expansions, due to the significant increase in demand from organizations, government

institutions, and financial institutions, for the reason of, financial market conditions. For the first

two decades, the Treasury notes and financial assets grew at a rate that is nearly twice the rate of

the global economy. In the past twenty years, it was not for the insightful effects of the

globalization of financial marketplaces particularly the US. Foreign investments, especially

from Japan, who not only gave the funds to companies in the U.S., but also assisted fund to the

federal government institutions, thus transitioning the U.S. stock market by far into the biggest

in the world (Nguli, 2016).

In the new global and highly competitive economy environment, it is crucial that business

companies become non-customer-oriented. In order to survive organizations need to produce

goods and services of very high quality that result highly satisfied and loyal customers. For

several years, customer gratification and satisfaction has been the biggest goal of every

organization, since it has been intended to influence company’s market share and customer

satisfaction (Dawar, 2013).

12
According to the Nguli (2016), the measurement of consumer satisfaction is not possible unless

the critical factors behind the customer satisfaction are determined. There would be both

external and internal factors that together influence the customer satisfaction in a bank. Internal

factors are variables within the banking sector, which affect the satisfaction of customers.

External factors are those variables from outside the bank that influence consumer satisfaction.

The internal factors leading to consumer approval and satisfaction in a banking industry

includes; products deliver by the bank, management practices, and customer service. Internal

factors are those factors that affecting systems from and within the bank; that in one way or

another affect customer satisfaction. These factors can be categorized in many ways, for

examples, service quality, and product differentiation practices. In global , customer satisfaction

is important factor, since one might not get an opportunity to redo the service, if the

experience is identified by a consumers as unsatisfactory (Gatari, 2016). Narteh and Kuada,

(2014) argued that banks can only provide satisfactory consumer service, if standards,

procedures, and policies for service quality exist in the business. This is because the quality of

service plays a great role in achieving and improving customer satisfaction. According to

Munari et al., (2013) the industry of banking considers customer satisfaction as the one of

most critical and crucial criteria for assessing and evaluating the relationship that the bank has

with the marketplace. As such that result, the customer satisfaction is regarded as a fatal driver

in banks performance techniques.

13
1.4 Overview of First Security Islami Bank Bangladesh Limited

First Security Islami Bank Limited (FSIB) was incorporated in Bangladesh on 29 August1999 as

a banking company under Companies Act 1994 to carry on banking business. It obtained

permission from Bangladesh Bank on 22 September 1999 to commence its business. The Bank

carries banking activities through its 67 branches in the country. The commercial banking

activities of the bank encompass a wide range of services including accepting deposits, making

loans, discounting bills, conducting money transfer and foreign exchange transactions, and

performing other related services such as safe keeping, collections and issuing guarantees,

acceptances and letter of credit .From January 01, 2009 bank has converted into islami shariah

based banking system instead of conventional banking system. The bank has constituted a sariah

council consisting prominent ulama, bankers, lawyer and Economists to advice and guide on the

implementation of islami sariah in business activates.

Mission of the bank

FSBL mission is to provide banking services to our valued clientele with utmost proficiency &

sincerity reinforced by an efficient workforce and the latest state of the arttechnology.

Vision of the bank

The vision of FSBL is

 To always strive to achieve superior financial performance, be considered a leading

Islamic Bank by reputation and performance.

 Try to encourage savings in the form of direct investment

 To pay a vital role in human development and employment generation

14
  To establish a welfare-oriented banking system

Strategy statement

 To manage and operate the Bank in the most efficient manner to enhance financial

performance and

 to control cost of fundTo strive for customer satisfaction through quality control and

delivery of timelyservicesTo identify customers' credit and other banking needs and

monitor their perception towards our performance in meeting those requirements

Objectives of the bank

The objectives of the FSIBL are given below:

 To provide efficient computerized banking system

 To enhance Loan with their valued clientTo accept deposits on profit-loss sharing basis

15
1.5 Objective of study

The main objective is to measure the satisfaction level of customer of First Security Islami Bank

Bangladesh in Bangladesh

Specific objectives:

 To provide the overview about First Security Islami Bank Bangladesh in Bangladesh

 To measure the level of customer satisfaction of First Security Islami Bank Bangladesh

 To provide recommendation for developing customer satisfaction on First Security

Islami Bank Bangladesh

1.6 Scope of the study

The scope of the report was to find the financial aspect of the operation of the bank. An

infrastructure of organization has been detailed, accompanied by company corporate perceptive

and look into the future. The scope of this report is limited to the overall descriptions of the bank,

its services, and its position in the industry, and its competitive advantage. The scope of the

study is limited to organizational setup, functions, and performances.

16
1.7 Limitation of the study

There are some lacks of information due to some limitations. It is very difficult to collect all the

information within 3 months’ time.

* Confidential information regarding past profit or product cost, financial information was not

accurately obtained. All banking institutions is very conservative and strict in providing those

information. In those cases, I have relied upon some assumptions, which in result have created

certain level of inaccuracy. Still, I had tried my best in obtaining that sensitive information, as

much as possible.

* Time constraint was another limitation restricting this report from being more detailed or

analytical. The relationship mangers at the operation or strategic level of the concerned

department are awfully busy with meeting their targets. So, it was very difficult for me to get

them free and obtain some practical ideas regarding their expectation and opportunities regarding

my topic. But they have given me practical ideas whenever they get free time.

*As another limitation I can say is lack of experience. Though I tried my best to obtain this

information.

With all these limitations I tried my best to make this report authentic and worth reading.

17
 CHAPTER-2

Literature Review

18
This chapter focuses on a discussion of the variables of the study done by other scholars and

researchers. It provides definitions, explanations and arguments put forward by them as well

as the conclusions that they drew from their various studies. The researcher also provides

theories concerning some of the variables from which insights were gained.

 Islam and Niaz, (2016) wrote in their article that “Delivering superior service quality to

customers in today’s business environment is very crucial and important due the stiff

competition in the local and international markets. The ability to provide high service quality

will strengthen the image; enhance retention of customers, attracting new potential customers

through customer satisfaction and loyalty.”

 Akhter, (2012) says in her journal that “The public commercial banks are not meeting the

everincreasing demand of their clients. To survive in competition with private sector‘s bank,

competitive and professional attitude is to be created in the mind of the employees of the

public sector‘s banks. Proper training and education is to be provided to the employe

 Ashaduzzaman et al. (2012) in their study tried to seek and measure the level of customer

satisfaction and services rendered in the private commercial banks of Bangladesh. They

conducted a survey on the customers of the different private commercial bank of different

areas of the country and identified that the customers were fairly satisfied regarding the

service they received from the private commercial banks of the country.

 Cengiz, (2010) conducted a study and an investigation was made to find the answer of some

questions which was developed by the researcher. The study found that customer constantly

appraised the service of the company including the entire thing that affects the satisfaction of

the customers.

19
 Kashem & Islam, (2012) they conducted a study on the superstores of different areas of

Bangladesh to point out the influencing factors of customer’s satisfaction and pinpointed the

three factors comprised of products factor, store service factors, and customer facilities

factors are noteworthy for customer satisfaction.

 Masukuzzan & Akter, (2010) they conducted a survey on the quality of services listed and

customer’s perception in connection to the satisfaction towards private commercial banks of

Bangladesh with the motive to evaluate the quality of the service provided by the banks. The

findings of the study affirmed that the quality of the service and customer loyalty of Islami

Bank Bangladesh Limited is comparatively satisfactory than other private commercial

banks.es of Public Commercial Banks.”

 Parasuraman et al. (1988) in their study sought to pinpoint which dimension affects in

customer satisfaction and perception. After conducting a survey, they discovered five

dimension namely, Reliability, Responsiveness, Assurance, Tangibility and Empathy

dimension. These dimensions can serve as a tool to evaluate the satisfaction and perceptions

of the customer.

 Palto, (2010) carried out a study and made an inquiry in grocery food retailing in

Bangladesh to identify the systems of marketing in creating customer relationship and

customer retention. An investigation was made and the findings pointed out that customer

retention had received appreciable attention and become a major factor for a food retail

organization to increase the size, maximize profits, create and sustain a competitive food

advantage.

20
 Rahman & Mukul, (2013) an investigation was made by the researchers to identify the

influential factors of customer satisfaction of commercial banks of Bangladeshi. The findings

affirmed that commercial banks had measured only those factors that are significant and

needed to ensure customer satisfaction.

 Salma and Shahneaz, (2013) admitted in their research paper that “Some publicly owned

banks are scoring well among customers but overall analysis shows that satisfaction rate in

customers of private banks is much higher than public sector banks and people will continue

the mortgage with private banks then public because they're impressed by the level of

honesty of private banks.” This article talks about performance level of private bank v/s

public banks of Bangladesh. In this text the Salma and Shahneaz, (2013) also claimed that

“When the private sector banks are compared with public sector banks, private bank

customers were more satisfied with their bank because of their multiple branches at

convenient locations and technology (like check deposit machines, utility bill accepting

machines etc.) which were not even seen in public sector banks. But when we talk about

public sector banks customers of public sector banks were more satisfied with reputation,

reliability and the prices which public sector banks impose on services like cheque/cash

deposit and cheque/cash withdraw (it has been shown that price charges are lower in public

sector banks than in private sector).”

 Parasuraman et al. (1988) in their study sought to pinpoint which dimension affects in

customer satisfaction and perception. After conducting a survey, they discovered five

dimension namely, Reliability, Responsiveness, Assurance, Tangibility and Empathy

dimension. These dimensions can serve as a tool to evaluate the satisfaction and perceptions

of the customer.

21
 Palto, (2010) carried out a study and made an inquiry in grocery food retailing in

Bangladesh to identify the systems of marketing in creating customer relationship and

customer retention. An investigation was made and the findings pointed out that customer

retention had received appreciable attention and become a major factor for a food retail

organization to increase the size, maximize profits, create and sustain a competitive food

advantage.

22
 CHAPTER-3

Research Methodology

23
Primary Data Collection:

Data have been collected through questionnaire survey among the people. Questionnaire has

been designed to find our customer satisfaction in banking sector.

Secondary Data:

Besides this, secondary data was also used such as: library books, internet sites, previous reports.

Textbooks that have been documented.

Survey Questionnaire Design:

For gathering descriptive information, the most suitable approach is survey, which can be

structured or unstructured. A structured survey is conducted using questionnaire forms and is

called structured because all the respondents are asked in the same way. The questionnaire

consists of close-ended simple questions regarding the key points of customer satisfaction.

Close-questions are profession, gender, age and profession. While filling in the list of questions

concerning informative, truthfulness, Reliability and Usefulness, respondents were asked to rate

them from strongly agree to strongly disagree. The scale used in the quantitative research form

was made on the basis of Likert scale, which has five levels: from strongly disagree to strongly

agree, including answer neutral. The Likert scale was early designed by Likert (1932). In the

questionnaires I kept the following points in mind:

24
  The number of questions was as few as possible.

 Questions were logically arranged.

 Questions were short and simple.

 Questions of sensitive nature were avoided.

 Answer to questions was not required any calculations.

Target population

The targeted populations are all the customers of Commercial Banks in Bangladesh

Sampling Size

The sample was comprised of 20 respondents. These respondents were selected by using random

sampling.

Statistical Tools Used for Data Analysis

After the data was collected it was organized and analyzed. For analysis of closed-ended

questions, computer program is used. Data was analyzed by using descriptive statistics.

Frequency tables were drawn and from these the data was presented in pie diagrams.

25
 CHAPTER-4

Analysis and Findings

26
1. Gender of the Respondent

Frequency Percentage
Male 11 56%
Female 9 44%

44%

Male
56% female

Source: Survey through questionnaire.

Analysis: By the above graph we can see that about 56% respondent are male and 44% are

female.

2. Age of the Respondent

27
 Frequency Percentage
15-25 years 7 37%
26-35 years 10 51%
More than 36 years 3 12%

12%
37%

15-25 years
26-35 years
more than 36 years

51%

Source: Survey through questionnaire.

Analysis: By this study we can see 37% of respondent are from the age group 15-25, 51% are

from the age group 26-35 and 12% are more than 36 years.

3. Occupation of the respondent

Frequency percentage
Student 12 62%

28
 Housewife 2 9%
Business person 2 8%
Service holder 3 17%
Others 1 4%

9%
8% 4%

Student
service holder
Business person
17% housewife
62% others

Source: Survey through questionnaire.

Analysis: By the above graph we can see 62% of the respondents are student, 17% of them

are service holder, 9% are housewife, and 8% are business person and remaining respondent

do their job on other sector.

29
4. How satisfied are you with the behavior of employees and staffs of First

Security Islami Bank Bangladesh?

Good and friendly behavior is important for any bank. The staffs and employees should act

politely with the customers.

Responses Frequency Percentage

Strongly Agree 2 10%
Agree 14 70%
Neutral 3 15%
Disagree 1 5%
Strongly Disagree 0 0%

Behavior of employees and staffs of First Security Islami Bank Bangladesh

limited
70%

15%
10%
5%
0%
Strongly Agreed Agreed Neutral Disagreed Strongly Disagreed

30
Comment: Above statistics shows that 70% of the total customers of bank are satisfied with

the behavior of the staffs and the employees of First Security Islami Bank Bangladesh. So we

can assume that the employees of First Security Islami Bank Bangladesh are satisfying their

customer with their behavior.

5. How do you feel about the official environment of this branch?

First impression plays a vital role. When a customer visits any bank for the first time, he takes a

view of the total environment of the bank. Are the bank is well organized or not, are there

enough staffs or not. Is it so noisy or not. A bank should be well organized with sufficient space.

Responses Frequency Percentage

Strongly Agreed 6 30%
Agreed 9 45%
Neutral 4 20%
Disagreed 1 5%
Strongly Disagreed 0 0%

31
 Environment of First Security Islami Bank Bangladesh

45%

30%

20%

5%
0%
Strongly Agreed Agreed Neutral Disagreed Strongly Disagreed

Comment: Here I found that 30% customers of bank are fully pleased with the bank

environment, 45% customers are satisfied and less than 20% customers think the environment of

this bank is not well organized. The bank has enough space and it is well organized.

6. Are you satisfied with their sincerity?

Every employee should show their interest to solving the problems of their customer.

Responses Frequency Percentage

Strongly Agreed 11 55%
Agreed 7 35%
Neutral 2 10%
Disagreed 0 0%
Strongly Disagreed 0 0%

32
 Sincerity in banking
55%

35%

10%

0% 0%
Strongly Agreed Agreed Neutral Disagreed Strongly Disagreed

Comment: Here I can say most of the customers are happy with the sincerity of the employees

of First Security Islami Bank Bangladesh

7. Are you satisfied with their communication system before doing any

transaction or making any changes?

Every account holders have the right to know the updates of their accounts. All customers should

provide information about when the charge will be applied and why charge will be added. It will

reduce the confusion. It is the primary duty of any bank to keep their customers updated about

their accounts.

Responses Frequency Percentage

Strongly Agreed 13 65%

33
 Agreed 6 30%
Neutral 1 5%
Disagreed 0 0%
Strongly Disagreed 0 0%

Update of Bank Information

65%

30%

5%
0% 0%
Strongly Agreed Agreed Neutral Disagreed Strongly Disagreed

Comment: My statistics shows that 65% customers of First Security Islami bank Bangladesh

are aware of their account information, 30% customers agree they got information and 5%

customers are neutral.

8. How satisfied are you with the Cheque Book and ATM delivery?

Time is one of the most important elements of customer. They don’t want to compromise with

the time. They want best service within short period of time. In that case, to issue cheque and

debit card, they want fast service. So by the analysis, my aim objective is to find out the level of

customer satisfaction about Time taken to issuance cheque book and ATM card.

34
 Responses Frequency Percentage
Strongly Agreed 4 20%
Agreed 10 50%
Neutral 1 5%
Disagreed 3 15%
Strongly Disagreed 2 10%

Time Taken to Issuance of Cheque Books and ATM Cards

50%

20%
15%
10%
5%

Strongly Agreed Agreed Neutral Disagreed Strongly Disagreed

35
Comment: The above figure shows 20% of the total customer are said comm First Security

Islami bank Bangladesh Cheque Book and ATM card Issuance procedure are excellent that is

they are fully satisfied regarding the Cheque Book and ATM card issuing procedure of

commercial bank Bangladesh, 50% agree, 5% neutral and only 15% are not satisfied. Therefore,

in general it can be said that customers are satisfied regarding Cheque Book and ATM card

Issuance procedure of commercial bank Bangladesh.

9. How satisfied are you with the service charges of First Security Islami bank

Bangladesh?

Our aim is to find out customer satisfaction level case of Service charge charged by First

Security Islami bank Bangladesh for different service provided. Here customers want to pay less

charge and compare with different bank.

Responses Frequency Percentage

Strongly Agreed 0 0%
Agreed 3 15%
Neutral 6 30%
Disagreed 9 45%
Strongly Disagreed 2 10%

36
 Service charge
45%

30%

15%
10%

0%
Strongly Agreed Agreed Neutral Disagreed Strongly Disagreed

Comment: Here the statistics shows that 45% customers are dissatisfied.

10. How satisfied are you with the Service of Cash Department of First

Security Islami bank Bangladesh?

Punctuality must be shown in cash department of any banking service.

Responses Frequency Percentage

37
 Strongly Agreed 9 45%
Agreed 8 40%
Neutral 3 15%
Disagreed 0 0%
Strongly Disagreed 0 0%

45%
40%

15%

0% 0%
Strongly Agreed Agreed Neutral Disagreed Strongly Disagreed

Comment: Here the percentage shows that 45% customers strongly agree and 40% customers

agree in this regard.

11. How satisfied are you with the online banking system in First Security

Islami bank?

38
Today’s era is modernized so online banking system should be technologized.

Responses Frequency Percentage

Strongly Agreed 12 60%
Agreed 7 35%
Neutral 1 5%
Disagreed 0 0%
Strongly Disagreed 0 0%

Online Banking System

60%

35%

5%
0% 0%
Strongly Agreed Agreed Neutral Disagreed Strongly Disagreed

Comment: In this graph we can see that 60% respondents are strongly agreed with the

statement that they are satisfied with the online banking service of First Security Islami bank

Bangladesh

39
14. How satisfied are you with the overall services of First Security Islami

bank Bangladesh?

Here I tried to find out the overall satisfaction of customers. This was the most important

question of my survey report. The people, who are dealing with First Security Islami Bank

Bangladesh, are they satisfied or not.

Responses Frequency Percentage

Strongly Agreed 3 15%
Agreed 7 35%
Neutral 6 30%
Disagreed 3 15%

40
 Strongly Disagreed 1 5%

35%
30%

15% 15%

5%

Strongly Agreed Agreed Neutral Disagreed Strongly Disagreed

Comment: Here majority of the customers are overall satisfied with banking system of First

Security Islami Bank. The statistics shows that 15% are fully satisfied and 35% are satisfied. So

it shows that majority of customers are satisfied.

41
 CHAPTER-5

Recommendation & Conclusion

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5.1 Recommendation

1. First security islami Bank Ltd. should increase facilities for increasing clients’ satisfaction.

So the customer could know about their products and services and attract by their

superior products and services.

2. Service charge should be decreased. As their service charge consider higher than the

other banks.

3. Employee training and seminars should be conducted to offer them expertise and

professionalism in customer interactions. With more professional base employees can

better satisfy the customers. They should be taught about how to handle difficult

customers and how to manage the problematic situations

4. The bank should upgrade the machines on ATM booths. Most clients come to inquire

about issues with ATM booth. So they should give more concern on ATM booths

problems like fund unavailability, network problem, power failure and solve these sought

of problems as soon as possible.

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5.2 Conclusion

Success in the banking business largely depends on effective lending. Less the amount of loan

losses, the more the income will be from lending operations. The more the income from lending

operations the more will be the profit of the bank.

Overall of my investigation I can say that Products and services are satisfactory and continuously

meet the challenges of developing new products and services to match the specific requirements

of customers.

Modern commercial banking is challenging business. The rewards are modest. the penalties for

bad looking are enormous. Commercial banks are great monetaryinstitutions, important to

general welfare of the company more than many other financialinstitutions.FSIBL is an

emerging bank. The bank has completed twelve years of banking services. Atthe initial stage of

business, every institution has to go through the difficult stage ofsurvival. To achieve the

confidence of the customers, the bank must execute someimprovement in its marketing and

operational areas – FSIBL should try to win customersfaith by providing them efficient and

dependable services, credit facilities and updatingwith user friendly modern technologies. The

bank should redesign all sorts of banking procedure to be more users friendly, attractive and

impressive

Over the years First security Islami bank Ltd. had shown commendable improvement. But as

discussed earlier, the world will not compromise for First security Islami bank ltd., for that

matter, neither local competitors nor the multinational ones.

44
Information and Analysis is not sufficient because it is difficult to measure and express perfectly

within this short time of my internship period. But it is a great opportunity forme to get use to

with the operational environment of commercial banking of FSIBL. Ihave tried by soul to

incorporate the research report with necessary relevant informationin my report

Thus it is expected that the service of First security Islami bank LIMITED will be increased

day by day and it will achieve more popularity among the banks in future.

45
References

46
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Website

 http://www.bangladesh-bank.org/fnansys/bankfi.php

 https://www.eximbankbd.com/

 http://www.activemedia-guide.com/busedu_banking.htm

 http://www.shkfd.com.hk/glossary/eng/RA.htm

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  http://www.investinganswers.com/financial-dictionary/businesses-corporations/return-

assets-roa-1627

 http://www.investopedia.com/terms/a/assetturnover.asp#axzz1v0zJx7qB

 http://www.investopedia.com/terms/c/capitaladequacyratio.asp#axzz1v0zJx7qB

 http://www.investopedia.com/terms/t/tier-1-capital-ratio.asp?q=Core%20Capital

%20Ratio#axzz1v0zJx7qB

 http://www.investopedia.com/terms/t/tier1capital.asp?q=Tier%20I

%20Capital#axzz1v0zJx7qB

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