MEASURING CUSTOMER SATISFACTION:

A STUDY ON EXIM BANK LIMITED,

AGRABAD BRANCH

Prepared by
Ahmed Imtiaz Alman
Matric ID NO: EB173010
Program: BSS (HONS) in EB
Department of Economics & Banking
International Islamic University Chittagong

Internship Duration:
Submission Date:

This Internship Report Presented in Partial Fulfillment of the Requirements for the Bachelor
Degree of Social Science

Department of Economics & Banking

Faculty of Social Science

INTERNATIONAL ISLAMIC UNIVERSITY CHITTAGONG

 MEASURING CUSTOMER SATISFACTION:

A STUDY ON EXIM BANK LIMITED

AGRABAD BRANCH
(THIS INTERNSHIP REPORT IS SUBMITTED FOR THE PARTIAL FULFILLMENT OF THE DEGREE
OF BACHELOR OF SOCIAL SCIENCE IN ECONOMICS & BANKING)

Prepared by
Ahmed Imtiaz Alman
Matric ID NO: EB173010
Program: BSS (HONS) in EB
Department of Economics & Banking
International Islamic University Chittagong

Submitted To
Md. Rafiqul Islam Rafiq
Assistant Professor
Department of Economics & Banking
International Islamic University Chittagong

Internship Duration:
Submission Date:

………………………………
Signature of Supervisor

Department of Economics & Banking

Faculty of Social Science

INTERNATIONAL ISLAMIC UNIVERSITY CHITTAGONG
 LETTER OF SUBMISSION

To
The Internship and Thesis Committee
Department of Economics & Banking
Subject: Submission of the Internship Report
Dear Sir,

It is my immense pleasure to submit the report on customer satisfaction, a study on EXIM Bank
Limited Agrabad Branch, Chittagong. This report is submitted as requirements to fulfil the
degree of Bachelor of Social Science. The internship report has provided me the opportunity to
work with the employees of the different banking department, which gave me valuable

I, therefore, convey my thanks to you for your kind cooperation, supervision and advice in
conducting and preparing this report. I have completed the whole program with great
enthusiasm. I hope you will find this report worth more reading although I was not able to
provide all types of information due to time constraint and other limitation. If you need any
clarification, I will be obliged to provide further clarification.

Sincerely yours,

….……………………

AHMED IMTIAZ ALMAN

Matric ID: EB173010

Dept. of Economics & Banking

International Islamic University Chittagong

 ACKNOWLEDGEMENT

The completion of this report gives me much pleasure to express my gratitude towards Allah who gave
me effort to accomplish such task.

I would like to acknowledge the guidelines and efforts to organize an excellent program related to
theoretical education related to the real-life situation of a leading corporate bank of the project report
and management committee. As part of the DEGREE OF BACHELOR OF SOCIAL SCIENCE IN ECONOMICS &
BANKING requirements, I have selected Exim Bank Ltd. to report my internship.

I am very much thankful to Md. (Manager) and I am deeply indebted to Mr. (Operation Manager) for
allowing me to continue my internship at Exim Bank.

I would like to thank Md. Nowshad (Officer, General Banking) for providing me an opportunity to work
in the bank as an intern to execute my internship program under his supervision in the General
Banking department of Exim Bank Limited. I would also like to express my utmost gratitude to all
others employees of Exim Bank Ltd. Agrabad Branch of the bank who helped me with their guidance
and by sharing their valuable knowledge, for their constant support, guidance and supervision for
preparing the study and giving me the practical knowledge about corporate life.

Finally, a silent flow of gratitude is for my most adorned parents whose blessing is always with me in this
windy world.

Thank you from the heart of my heart.

 ABSTRACT

This report shows the working foundation of "Measuring Customer satisfaction: a study on Exim Bank
Ltd, Agrabad Branch, chittagong". As an internship report presented in partial fulfillment of the
requirement for the Bachelor Degree of Social Science .

In the first chapter, the introduction of banking, sources of the data which includes two kind of sources
and also the limitation of the study which faced while making this report etc were discussed.

The second chapter manages the overall depiction of the association of Standard Bank Ltd. History of
Standard Bank Ltd, Specific Features Standard Bank Limited, Mission, Vision and Objectives, SWOT
Analysis, Organogram of Standard Bank Ltd etc were discussed.
 EXECUTIVE SUMMARY

I have chosen Export Import Bank Limited (EXIM) for gaining on-field experience as an intern for a
period of starting from 1st December 2021 till 2022, as a part of my internship program of THE DEGREE OF
BACHELOR OF SOCIAL SCIENCE IN ECONOMICS & BANKING requirements. I was recruited as an intern for the
department of General Banking Department at the Agrabad branch of EXIM Bank. Because of Covid
situation going on I faced so many problem.

I have conducted a study on the overall activities of EXIM as well as the customer satisfaction within the
organization and presented it on a working report with the title “An internship report on Measuring
Customer Service and Satisfaction of Standard Bank Ltd”. This report consists of information about the
project I had been assigned with which happens to be the customer satisfaction level measurement. I
have conducted a survey based on a structured questionnaire & tried to get as information as I get from
the customers in a direct formal way. In addition to this, I have also provided an overview of the
company, the department I have been assigned to along with an account of my experience as an intern
at EXIM.

My research sample is only. Descriptive analysis that help me to complete the report. I tried to do my
survey and analysis on Tangibility, Empathy, Assurance, Reliability, Responsiveness, Satisfaction and
Loyalty.

Today, Islamic bank is so popular, attractive and well known. Customer or people like Islamic banking
very much. Even Non-Muslim people like it too. I have seen so many non-Muslim customer at Agraba
Branch.

This internship report gives an overview on overall banking sector and profile of EXIM Bank Ltd. And also
the awareness of the customers about several kinds of products and services offers by the EXIM Bank
Ltd,Agrabad Branch, Chittagong.

This overall study helped to find out customer satisfaction regarding EXIM Ltd, Agrabad Branch and also
may give solutions how they can increase their customer satisfaction level.

This report is all about operation and service quality of EXIM. I gave overall practical data, experience,
finding in this report. This practical journey was very awesome and I believe this practical journey will
help me in future.
CERTIFICATE
Table of Contents:
LETTER OF SUBMISSION 3
ACKNOWLEDGEMENT 4
ABSTRACT 5
EXECUTIVE SUMMARY 6
CERTIFICATE 7
TABLE OF CONTENNTS: 8

CHAPTER ONE: INTRODUCTION

1.1 INTRODUCTION:
1.2 BACKGROUND OF THE STUDY:
1.3 SOURCES OF DATA:
1.3.1 PRIMARY SOURCES OF DATA:
1.3.2 SECONDARY SOURCES OF DATA:
1.4 RESEARCH DESIGN:
1.5 POPULATION:
1.6 SURVEY METHOD:
1.7 OBJECTIVES OF THE STUDY:
1.8 SCOPE OF THE REPORT:
1.9 LIMITATIONS OF THE STUDY:
1.10 ORGANOGRAM:
1.11 SAMPLE SIZE:
1.11.1 STATISTICAL TOOL:
1.12 LACK OF SECONDARY INFORMATION:

CHAPTER TWO: AN OVERVIEW OF STANDARD BANK LIMITED

2.1 KNOWING STANDARD BANK:

2.2 SBL PROFILE
2.2.1 OBJECTIVES
2.3 HISTORY OF THE BANK:
2.4 STANDARD BANK LTD. BECAME FULL-FLEDGE ISLAMIC BANK:
2.5 A REPORT FROM DHAKA TRIBUNE DECEMBER 24TH 2020
2.6 VISION OF STANDARD BANK LTD.:
2.7 MISSION OF STANDARD BANK LTD.:
2.8 CORE VALUES OF STANDARD BANK LTD.:
2.8.1 OUR SHAREHOLDERS
2.9 STRATEGIC PRIORITY OF STANDARD BANK LTD.:
2.10 PRODUCTS AND SERVICES OF STANDARD BANK LTD.:
2.10.1 DEPOSIT PRODUCTS
2.10.2 PRODUCTS OF RETAIL BANKING:
2.10.3 CORPORATE BANKING
2.10.4 E-BANKING
2.10.5 CARDS
2.10.6 SERVICES
2.10.7 INTERNATIONAL BANKING
2.10.8 OTHERS
2.11 ACCOUNT OPENING SECTION:
2.12 PROCEDURE AND RULES TO OPEN A NEW ACCOUNT:
2.13 CORPORATE INFORMATION:
2.14 SBL SWOT ANALYSIS:
2.14.1 STRENGTH
2.14.2 WEAKNESS
2.14.3 OPPORTUNITIES
2.14.4 THREAT
2.15 HR MISSION & VISION:
2.15.1 HR MISSION
2.15.2 HR VISION
2.16 TRAINING INSTITUTE
CHAPTER ONE: INTRODUCTION
 1.1 INTRODUCTION:

This report first purpose is to get knowledge about the 21 st century bank of my country and my main
analyze part is finding and research about customer satisfaction on banking sector. Everybody thinking,
bank means loan, interest, deposit and others. Banks means money transaction process. This is financial
institution which delivers or receives money. Every bank collects deposit and provides loans. Maximum
people involve with banks for transactions. Commercial banks which create people level banking.

For deregulation, World banking process or system changing day by day. Technology that effect to
changing banking system and Globalization also effect equal. Banking side effect both local and foreign
institutions. This competitive world banking requirements two big things that control central bank
correctly and need customer satisfactions for develop banking area. Theoretical knowledge is not
perfect for banking. Theory is not acceptable in banking sector.

Practical work is the best part for know about banking system. Practical flavor teach that what is
banking, banking area and all other materials perfectly. So, to get proper knowledge and benefit, make
it more and more practical .Customer demand, thinking is more important. Excellence that produce
perfect result. If customer happy with your service, then, you need too analysis there happiness. In this
report, I perfectly done this process and know about customer want, need, problem and others.

1.2 Objectives of the Study:

The objectives of the study is to find out the functions of the customers service department, its
performance, and the customer expectations from this department. And also recommend after identify
the lacking of this department. The objectives of this study can be defined as follows;

 To know about the company profile.

 To know about the different customer services of EXIM Bank Ltd.
 To analyze the customer satisfaction level of overall banking services of EXIM Bank Ltd.
 To indentify problem involved with customer satisfaction and service quality of EXIM Bank Ltd.
 To give recommendations for the betterment of customers service quality and satisfactions of
EXIM Bank Ltd.
 1.3 Methodology of the Study:

The Methodology employed in this study includes:

 The procedure for research design

 Method of data collection
 The study sample

A brief description of each of these elements is presentes in this section.

1.3.1 Research design

This report research process is Descriptive and field research. For that first select topic and then done
research, which is exploratory type. This report is all about the service so it can't be express numerically,
so it is an qualilative research. I carefully collect data, then, made it. Seroquel Scale that help to
introduce customer’s satisfaction about Agrabad branch.

1.3.2 Method of data collection

In order to fulfill the the objectives of the study both primary and secondary data have been collected.
This study is mainly based on Exim Bank Ltd., Agrabad Branch, Chittagong. I got some of the data from
their officers and stuffs, some of them from online and mainly from their customer.

1.3.2.1 Primary sources of data:

 Face to face conversation with the bank officers & staffs.

 Conversation with the clients.
 Took survey from the customer based on my questionnaire.

1.3.2.2 Secondary sources of data:

 Procedures manual published by the Exim Bank Ltd.

  Files and documents of the branch.
 Annual reports of Exim Bank Ltd.
 Different papers of Exim Bank Ltd.
 Bangladesh Bank website

1.4 Sampling Design

 To determine the data to be collected

 To determine the population to be sampled
 To choose the type of sample and finally
 To determine the size of the sample

1.5 Sampling population

The population designed for this study was limited to the Agrabad Branch of EXIM bank Ltd. The study
was based on a survey of the customers of EXIM Bank, Agrabad Branch.

1.6 Sample unit

The sampling unit was considered customers of EXIM Bank, Agrabad Branch, Chattogram.

1.7 Sample size

50 samples unit for questionnaire were selected as respondents for this survey. And all the respondents
were the customers of EXIM Bank, Agrabad Branch

1.8 Sampling Method

The various sampling methods were available for me to use in my research but one I choose was
random sampling method. Each member of the population has an equal and known chance of being
selected. When there are very large populations, it is often difficult or impossible to identify every
member of the population.
 1.9 Questionnaire design
The questionnaire consists of simple questions. There is no need to go for much detail of questionnaire
as it already mentioned in the apendix of the report. The questionnaire was made with full of close
ended and using servqual scale.
In making the questionnaires I kept the following in mind:

 The number of questions was as few as possible.

 Questions was logically arranged
 Questions were short and simple
 Questions of sensitive nature were avoided
 Answer to questions was not required any calculation

1.10 Method of data analysis

After getting all the data from the survey, I tried to analyze those through the questionnaire in order to
measure the level of satisfaction from the customer's point of view. The whole survey is analyzed by
SERVQUAL method and simple tabulation with simple calculation. The result from this survey will be
used to evaluate the expectation of customer from the customer service department, and from the
customer it can be clear about the performance of the customer department of EXIM Bank .the
response of the customer were combined in the data — analyzing chapter and analyzed with graphical
presentation.

1.11 Scope of the study

In this report, I attach maximum details information about this branch. I also analyzed about customers
thinking, need, want, demand and positive or negative thinking. Reliability, responsiveness, assurance,
satisfaction; those all those key dimensions help more. The scope of the report is limited to the opinions
of the consumers and the officials of EXIM Bank, Agrabad branch ,Chittagong only .The report will
highlight the functions and performance of the customer service department and again it will also
highlight what customer expected from the EXIM Bank customer service department.

1.5 Limitation of the study

Here are the limitation of study:
I have faced several problems during the preparations of this report. Some of the
limitations of this report are mentioned below:

 First of all, there was limited access to the related literature review due to
restricted access to journal as a result there is limited resources to deal with.
 The samples were collected from only one department, not from other
department.
 The bank hasn't adequate amount of ready mate information. As a result I had to
find out the information from many files and documents, manuals etc. This job
was difficult and time consuming.
 Within such a short period of time, I took data from only 50 of their customers which might not
be a proper data for overall image of their customer care service.
 The officers are so much busy that they cannot properly co-operate with me, which is a
problem.
CHAPTERTWO: AN OVERVIEW OF
EXIM BANK LIMITED
 2.1 Introduction

Generally by the word "Bank" we can easily understand that the financial institution dealing
with money. The whole scenario of the economy of a country can be ascertained by
examining the condition of the banking sector. Banking sector has a vital role to play in the
economic activities and development of any country. There are different types of banks like
Central Banks, Commercial Banks, Savings Banks, Investment Banks, Industrial Banks, and
Co-operative banks etc. But when we use the term "Bank" without any prefix or restriction, it
refers to the Commercial Banks. Commercial Banks are the primary contributors to the
economy of a country like Bangladesh.

In Bangladesh, the commercial banks are dominating the financial sector and Macro-
economic management largely depends on the performance of the commercial banks as
well as banking sector. Banking grew primarily in the public sector with main
emphasis on restructuring of the financial system and development needs of the war-
torn economy with gradual liberalization in subsequent years. It was increasingly felt
that banks should be allowed in the private sector for giving a fillip to development
process on the basis of private initiative. In the 80's for the first time a number of banks
in the private sector were allowed EXIM Bank is one of them.

Today the banking concept is not continuing inside the branches or the cabin of the
branches. The bankers are now practicing the non-cabin banking. The assurance of
the availability of the service provider is main factor in bank service. As a result, it
has become essential for every person to have some idea on the bank and banking
procedure. At present, there are 59 scheduled banks operating all over the country.
Out of these, 11 are state-owned (including five specialized banks), 39 are commercial bank
and the rest are 9 are foreign commercial Ban

EXIM Bank Limited was established in 1999 by Shahjahan Kabir, founder chairman. Nazrul Islam
Mazumder became the new chairman after the founding chairman died.The bank started functioning
from 3 August 1999 with Alamgir Kabir, as the adviser and Mohammad Lakiotullah as the managing
director. On 2009, the bank made Export Import Bank of Bangladesh Limited was established in the year
1999 under the leadership of Late Mr. Shahjahan Kabir, Founder Chairman who had a long dream of
floating a commercial bank which would contribute to the socio-economic development of our country.
He had a long experience as a good banker. A group of highly qualified and successful entrepreneurs
joined their hands with the founder chairman to materialize his dream. Indeed, all of them proved
themselves in their respective business as most successful star with their endeavor, intelligence, hard
working and talent entrepreneurship. Among them, Mr. Nazrul Islam Mazumder who is an illuminated
business tycon in the Garments business in Bangladesh became the Honorable Chairman after the
demise of the honorable founder chairman. He is also the chairman of Bangladesh Association of Banks
(BAB). Under his leadership, BAB has emerged as an effective forum for exchanging views on problems
being faced by the banking sector of Bangladesh and for formulating common policy guidelines in
addressing such problems.
The economic position of Bangladesh has been facing various challenges due to outbreak of COVID-19.
The banking sector has passed another challenging year due to worldwide COVID-19 pandemic situation
and other reasons. By the grace of Almighty Allah (SWT) EXIM Bank has earned a remarkable operating
profit of Tk.6,313.61 million. Total deposit of the bank increased from Tk. 355,816.52 million to Tk.
395,308.33 million in 2020 at a growth rate of 11.10%. Total Investment (General) increased from Tk.
343,287.39 million to Tk. 392,919.66 million in 2020 at a growth rate of 14.46%. As at 31 December 2020
Investment to Deposit Ratio (ID Ratio) of the Bank was 91.14% due to growth in Deposit and Investment.
Bank maintained Capital to Risk-weighted Asset Ratio (CRAR) at 13.24% as at 31 December 2020. The
bank could able to successfully manage the ratio of classified Investment to total Investment at 3.82% as
at 31 December 2020. Total asset of the Bank increased to Tk. 484,743.51 million in 2020 from Tk.
431,940.84 million of 2019.
The Bank started its operation in the year 1999 with Authorized Capital of Tk.1,000.00 million and Paid-
up Capital of Tk.225.00 million. The bank enhanced its Authorized Capital to Tk.3,500.00 million in the
year 2006, during 2009 again bank increased its Authorized Capital to Tk.10,000.00 million and the bank
further increased its Authorized Capital to Tk.20,000.00 million in the year 2011. The Bank went for IPO
to raise Tk.313.88 million capital in the year 2004 and issued Rights Share for Tk.571.25 million in 2006
and Tk.2,277.42 million in the year 2010. As at 31 December 2020 total paid-up capital was Tk.14,122.51
million contributed by initial paid in capital, Initial public offer (IPO) in 2004, rights share in the years
2006 and 2010 and stock dividend since inception. As at 31 December 2020, total capital of the bank
stood at Tk. 42,861.76 million, which is higher than the previous year’s total capital of Tk. 40,907.77
million. The maximum part of the total capital consists of Tier-1 Capital of Tk. 27,570.64 million (8.51%
of total RWA) and the rest part consists of Tier-2 Capital of Tk. 15,291.13 million (4.73% of total RWA).
As at 31 December 2020 Bank’s Capital to Risk Weighted Asset Ratio (CRAR) was 13.24%.The Risk
Weighted Asset (RWA) of the bank was Tk. 323,821.69 million as at 31 December 2020 whilst it was Tk.
324,275.51 million as at 31 December 2019.