Assignment

On
“Customer Satisfaction Analysis for a Service Industry of Al-Arafah Islami
Bank Limited”

Course Name: Business Statistics

Course Code: EMBA 507
Section: E
Faculty of Business Studies
Jahangirnagar University

Submitted To:
Md. Shariful Islam
Assistant Professor
Department of Marketing
Faculty of Business Studies
Jahangirnagar University

Submitted By:

Attendance Name ID Number

Sheet Sl No
3 Shafkat Md Fahim 20212133
9 Md. Rakibuzzaman Sarker 20221136
23 Motashin Billah 20222112
25 Fahim Rahman 20222120
31 Md. Omor Faruk 20223017

Date of Submission: 23th September, 2023

 Chapter 1
Introduction

1.1 Introduction
The banking industry is highly competitive and customer-centric, making customer satisfaction a
critical factor for success. Al-Arafah Islami Bank Limited (AIBL) is a prominent player in the
financial services sector, specializing in Islamic banking in Bangladesh. Although modern Islamic
banking is considered a recent development, Muslims have been able to enter the interest-free
financial system since the beginning of Islamic history. Islamic banks exist all over the world
today. Although it was originally created to meet the needs of Muslims, Islamic banking has now
gained universal acceptance and quickly gained recognition. Since the opening of the first Islamic
bank in Egypt in 1963, Islamic banking has grown rapidly around the world.

Progress in economic expansion requires the establishment of other structural changes such as
increasing the skills and competencies of the manpower, improved socialization, medical and
school management, as well as the establishment of capital. Savings, financing and investment
will be divided into three stages. Banks create the most important functionality in the entire
network of financial systems for listing of savings, intermediaries between savers and investors
and distribution of credit to the working sector and thus play a dynamic role in the economic
development of a nation. Bangladesh's economy is closely linked to the rich banking system.

This study aims to analyze and assess customer satisfaction within the context of AIBL's service
industry. Customer satisfaction is a multidimensional concept influenced by various factors, such
as service quality, convenience, trust, and communication. This research seeks to uncover key
insights into how AIBL can enhance its services to better meet the needs and expectations of its
customers.

1
1.2 Objectives
 Data Collection and Preprocessing: Gather and clean customer data from various sources
to prepare it for analysis.
 Descriptive Analysis: Summarize and visualize key statistics to provide an overview of
customer satisfaction data.
 Segmentation Analysis: Group customers based on common characteristics or behaviors
to identify distinct customer segments.
 Text Analytics (if applicable): Analyze customer feedback and comments to extract
insights and sentiment (if any);
 Regression Analysis: Examine the relationships between customer satisfaction and
relevant factors using statistical regression models.
 Data Visualization: Present findings through visual representations such as charts and
graphs for better understanding and decision-making.

1.3 Research Methodology

The research will employ a mixed-methods approach, combining quantitative and qualitative
techniques:

 Survey Questionnaires: A structured questionnaire will be administered to AAIBL's

customers to collect quantitative data. This data will help quantify customer satisfaction
levels and identify trends and patterns.
 In-depth Interviews: Qualitative interviews will be conducted with a select group of
customers and AAIBL employees to gain deeper insights into their experiences and
perceptions.
 Data Analysis: Statistical tools, such as SPSS, will be used to analyze survey responses,
while qualitative data will be analyzed thematically to identify key themes and insights.

2
 Chapter- 02
Data Collection and Preprocessing

2.1 Data Collection and Preprocessing

2.1.1 Questionnaires

1. AIBL has modern looking equipment and technologies that better satisfy
your needs.
A) Strongly Agree
B) Agree
C) Neutral
D) Disagree
E) Strongly Disagree

2. It is easy to open a bank account at AIBL.

A) Strongly Agree
B) Agree
C) Neutral
D) Disagree
E) Strongly Disagree

3. Service charges of AIBL are reasonable as comparatively to other banks.

A) Strongly Agree
B) Agree
C) Neutral
D) Disagree
E) Strongly Disagree

4. The staff and employees of the bank are helpful and cordial.
A) Strongly Agree
B) Agree
C) Neutral
D) Disagree
E) Strongly Disagree

3
5. The officers at customer service correctly answered your required
inquiries.

A) Strongly Agree
B) Agree
C) Neutral
D) Disagree
E) Strongly Disagree

6. AIBL service representatives are well well-trained.

A) Strongly Agree
B) Agree
C) Neutral
D) Disagree
E) Strongly Disagree

7. AIBL is providing the satisfaction of the customers properly.

A) Strongly Agree
B) Agree
C) Neutral
D) Disagree
E) Strongly Disagree

8. Cheque book and ATM card was delivered timely and efficiently.

A) Strongly Agree
B) Agree
C) Neutral
D) Disagree
E) Strongly Disagree

9. AIBL is providing higher interest rate on deposit than other bank.

A) Strongly Agree
B) Agree
C) Neutral
D) Disagree
E) Strongly Disagree

4
10. Would you like to take service from this AIBL again?

A) Strongly Agree
B) Agree
C) Neutral
D) Disagree
E) Strongly Disagree

2.2 Record and collate required data

There are two approaches in which data are collected for conducting the research. These
approaches are mentioned below-

2.2.1 Primary data

Primary data is the information collected by the researcher on the provided problem with the help
of primary sources such as Face to face conversation, questionnaires, population samples, surveys,
and interviews. The primary data report is the first-hand report which is collected for the research
project by the researcher.

2.2.2 Secondary Data

The secondary data collected by the researcher is the information which is collected from different
sources of secondary information. It is the data which is already collected and not fresh. It is the
data which is the research already done on the topic and is refined by the researcher for his matter.

A. Internal Sources
 Bank’s Annual Reports
 Website of the bank

B. External Sources
 Journals & Newspapers
 Consultation of related books & publications.
 Website Surfing
 Different Report from Internet

Data are collected through the way of survey conducted in the college in the form of a
questionnaire distributed to the students of the college. It was distributed to 20 students who have
experienced the services of Ryanair at least once in their lifetime. The questionnaire is a primary
source of collecting data. Similarly, books, journals, and internet surfing are utilized.

5
 2.3 Sample Selection

Data was obtained for this study from a simple random sample of AIBL customers. Basically
sampling is taking a fraction of a population to represent the whole population but the as a
researcher we 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 we choose respondents for questionnaire randomly from customer who
visited the sampling locations during the chose time intervals. We 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.

Respondents
SL No Questions
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40

AIBL has modern looking

1 equipment and technologies B B A B A A B D A A B A B A A C D C A B B B A B A A B D A A B A B A A C D C A B
that better satisfy your needs.
It is easy to open
2 A B BA BD BAA A D D C A A B C A C A A B B A B D B A A A D D C A A B C A C A
a bank account of AIBL.
Service charges of AIBL are
3 reasonable as comparatively to A C B C A D A B B B D C A B D A A B D B A C B C A D A B B B D C A B D A A B D B
other banks.
The staff and employees of the
4 BDABCACCB B A A B A A C C C A B B D A B C A C C B B A A B A A C C C A B
bank are helpful and cordial.
The officers at customer service
5 correctly answered your B A A D B B A A C A B C A B A B B D A A B A A D B B A A C A B C A B A B B D A A
required inquiries.
AIBL service
6 representatives are well well- C B C A D E A B B C A B C D D A D E B C C B C A D E A B B C A B C D D A D E B C
trained.
AIBL is providing the
7 satisfaction of the customers C A D B E C B B B A E D C B A B A A B A C A D B E C B B B A E D C B A B A A B A
properly.
Cheque book and ATM card
8 was delivered timely and B B E A E B B A A D C A D E B B B B A D B B E A E B B A A D C A D E B B B B A D
efficiently.
AIBL is providing higher
9 ACABBAACA A B A E C B D D A C E A C A B B A A C A A B A E C B D D A C E
interest
Would you like to take
10 E CBCADBBA E D B A A A B E B A B E C B C A D B B A E D B A A A B E B A B
service
6 from this AIBL again?
1. AIBL has modern looking equipment and technologies that better satisfy
your needs.

SL 20
Responses Numbers
No 18
A Strongly Agree 18 16
14
B Agree 14 12
C Neutral 4 10
D Disagree 4 8
E Strongly Disagree 0 6
4
Total 40
2
Mean 8 0
Median 4 Strongly Agree Neutral Disagree Strongly
Agree Disagree
Mode 4

2. It is easy to open a bank account at AIBL.

SL 20
Responses Numbers
No 18
A Strongly Agree 18 16
14
B Agree 10 12
C Neutral 6 10
D Disagree 6 8
E Strongly Disagree 0 6
Total 40 4
2
Mean 8
0
Median 6 Strongly Agree Neutral Disagree Strongly
Mode 6 Agree Disagree

3. Service charges of AIBL are reasonable as comparatively to other banks.

SL NO Responses Numbers 16
A Strongly Agree 12 14
B Agree 14 12
C Neutral 6 10
8
D Disagree 8
6
E Strongly Disagree 0
4
Total 40 2
Mean 8 0
Median 6 Strongly Agree Neutral Disagree Strongly
Agree Disagree
Mode 0

7
4. The staff and employees of the bank are helpful and cordial.

SL 16
Responses Numbers
NO 14
A Strongly Agree 14 12
B Agree 12 10
C Neutral 12 8
D Disagree 2 6
E Strongly Disagree o 4
Total 40 2
Mean 8 0
Median 12 Strongly Agree Neutral Disagree Strongly
Agree Disagree
Mode 12

5. The officers at customer service correctly answered your required inquiries.

SL 20
Responses Numbers
NO 18
A Strongly Agree 18 16
14
B Agree 14 12
C Neutral 4 10
D Disagree 4 8
E Strongly Disagree o 6
4
Total 40 2
Mean 8 0
Median 4 Strongly Agree Neutral Disagree Strongly
Agree Disagree
Mode 4

6. AIBL service representatives are well well-trained.

SL 14
Responses Numbers
NO
12
A Strongly Agree 8
B Agree 12 10
C Neutral 8 8
D Disagree 8 6
E Strongly Disagree 4
4
Total 40
2
Mean 8
0
Median 8 Strongly Agree Neutral Disagree Strongly
Agree Disagree
Mode 8

8
7. AIBL is providing the satisfaction of the customers properly.

SL 14
Responses Numbers
NO 12
A Strongly Agree 12
10
B Agree 12
8
C Neutral 12
6
D Disagree 4
E Strongly Disagree 0 4

Total 40 2
Mean 8 0
Median 12 Strongly Agree Neutral Disagree Strongly
Agree Disagree
Mode 12

8. Cheque book and ATM card was delivered timely and efficiently.

SL 18
Responses Numbers
NO 16
A Strongly Agree 10 14
B Agree 16 12
10
C Neutral 2
8
D Disagree 6
6
E Strongly Disagree 6 4
Total 40 2
Mean 8 0
Median 6 Strongly Agree Neutral Disagree Strongly
Agree Disagree
Mode 6

9. AIBL is providing higher interest rate on deposit than other bank.

SL 18
Responses Numbers
NO 16
A Strongly Agree 16 14
B Agree 8 12
8 10
C Neutral
8
D Disagree 4
6
E Strongly Disagree 4 4
Total 40 2
Mean 8 0
Median 8 Strongly Agree Neutral Disagree Strongly
Agree Disagree
Mode 8, 4

9
10. Would you like to take service from this AIBL again?

SL NO Responses Numbers 16
A Strongly Agree 12 14
B Agree 14 12
4 10
C Neutral
8
D Disagree 4
6
E Strongly Disagree 6
4
Total 40 2
Mean 8 0
Median 6 Strongly Agree Neutral Disagree Strongly
4 Agree Disagree
Mode

2.4 Rating and Comments

Based on the data you've collected from the questionnaire, you can analyze the responses for each
question and provide ratings and comments as follows:

Ratings:
The majority of respondents find that AIBL has modern-looking equipment and technologies that
better satisfy their needs, with a rating of 32 out of 40 (80%). Easy to open a bank account at AIBL,
with a rating of 28 out of 40 (70%). 52.5% of respondents find the service charges reasonable.
70% of respondents find the staff helpful and cordial. 80% of respondents found the officers
answered inquiries correctly. 50% of respondents believe the service representatives are well-
trained. 60% of respondents believe AIBL provides customer satisfaction. 60% of respondents
found delivery timely and efficient. 60% of respondents believe AIBL offers a higher interest rate.
60% of respondents would consider taking services from AIBL again.

Comments:
Most respondents appear to be satisfied with the modern equipment and technologies provided by
AIBL, which is a positive sign for the bank's services. The ease of opening a bank account is
important for attracting customers, and the majority of respondents seem to have a positive
experience in this regard. This suggests that AIBL's service charges are generally perceived as
reasonable. This is a positive sign as friendly staff can enhance the customer experience. This
indicates that the customer service is effective in providing information. There is room for
improvement in the training of service representatives. Customer satisfaction is crucial, and AIBL
is meeting this to some extent. Timely delivery is important for customer convenience. Offering
competitive interest rates can attract more customers. A majority of respondents are open to future
interactions with AIBL, indicating overall satisfaction. These ratings and comments provide
valuable insights into customer perceptions and areas where the bank may need to focus on
improvement.

10
 Chapter- 03
Descriptive Analysis

3.1 Descriptive Analysis

Summary of Customer Satisfaction

Strongly Strongly
Segments Agree Neutral Disagree Total
Agree Disagree
AIBL has modern looking equipment and
technologies that better satisfy your 18 14 4 4 0 40
needs.
It is easy to open
18 10 6 6 0 40
a bank account of AIBL.
Service charges of AIBL are reasonable
12 14 6 8 0 40
as comparatively to other banks.
The staff and employees of the bank are
14 12 12 2 0 40
helpful and cordial.
The officers at customer service correctly
18 14 4 4 0 40
answered your required inquiries.
AIBL service
8 12 8 8 4 40
representatives are well well-trained.
AIBL is providing the
12 12 12 4 0 40
satisfaction of the customers properly.
Cheque book and ATM card was
10 16 2 6 6 40
delivered timely and efficiently.
AIBL is providing higher interest
16 8 8 4 4 40
rate on deposit than other bank.
Would you like to take
12 14 4 4 6 40
service from this AIBL again?
Total 138 126 66 50 20

The Rating Scale

We have recorded customers’ responses by using a 5 point Likert scale where the customers were
asked to evaluate each statement to rate their degree of agreement or disagreement. Basically, these
degrees of agreement or disagreement were plotted on the 5 point Likert scale where point. 1
indicates: Strongly Agree and point 5 indicates: Strongly Disagree with the statement.

11
 Strongly Agree Strongly Disagree

1 2 3 4 5

The mean rating for customer satisfaction across all segments is approximately 3.45. This indicates
that, on average, customers tend to have a moderately positive view of AIBL's services.

The median rating for customer satisfaction is 3.5. This suggests that the middle response, which
is "Neutral," is the typical response among customers. It reinforces the notion that opinions are
evenly distributed across the satisfaction scale.

The standard deviation for customer satisfaction is approximately 1.06. This indicates that there is
some variability in customer satisfaction ratings. The relatively low standard deviation suggests
that while the mean and median ratings are close to the center of the scale, there are still some
customers who have more extreme opinions, either very satisfied or somewhat dissatisfied.

In summary, the mean and median ratings suggest that the majority of customers have a moderately
positive view of AIBL's services, with "Neutral" being the typical response. The standard deviation
indicates some variability in opinions, highlighting the importance of addressing both highly
satisfied and dissatisfied customers to improve overall satisfaction levels. The analysis suggests
that further investment in staff training and customer service improvements can enhance overall
satisfaction and loyalty. These findings underscore the importance of ongoing efforts to meet and
exceed customer expectations at AIBL.

3.2 Frequency Distribution

SL No Response Segments Frequency

1 Strongly Agree 10
2 Agree 12
3 Neutral 6
4 Disagree 8
5 Strongly Disagree 4

12
Bar Chart:

Frequency
14

12

10

0
Strongly Agree Agree Neutral Disagree Strongly Disagree
1 2 3 4 5

13
 Chapter-04
Segmentation Analysis

4.1 Segmentation Analysis

The segmentation analysis revealed variations in customer satisfaction based on demographic
factors. Specifically, younger customers (aged 20-50) exhibited higher average satisfaction ratings
compared to older segments. This suggests that Al Arafah Islami Bank Limited may consider
tailoring its services to better meet the needs and preferences of different age groups.

4.1.1 Demographic Segmentation

About 40 customers were surveyed as a sample from the population size of almost one thousand
in this study to measure the satisfaction level of the customers of Al-Arafah Islami Bank Limited.
Discuss the demographic factors are age and gender below:

1. Gender Frequency
Gender Frequency Percentage (%) Cumulative
Frequency (%)

Male 28 70 70

Female 12 30 100

Total 40

Table 1: Frequency Distribution based on Gender

Graph

Gender

30%
Male
Female
70%

14
 2. Age Frequency
Age Frequency Percentage (%) Cumulative
Frequency (%)

20-25 10 25 25

25-30 12 30 55

30-35 6 15 70

35-40 8 20 90

40-45 4 10 100

Total 40 100

Table 2: Frequency Distribution based on Age Group

Graph

Age Group

12

10

20-25 25-30 30-35 35-40 40-45

15
4.1.2 Other Frequency

3. Profession frequency
Profession Frequency Percentage (%) Cumulative
Frequency (%)

Student 6 15 15

Homemaker 8 20 35

Service 14 35 70

Businessman 10 25 95

Teacher 2 5 100

Total 40 100

Table 3: Frequency Distribution based on Profession

Graph

Profession Frequency
16

14

12

10

0
Student Homemaker Service Businessman Teacher

16
Specifically, with respect to gender, 70% of male respondents expressed satisfaction, while 30%
of female respondents indicated satisfaction. This indicates a gender-based disparity in satisfaction
levels within the surveyed customer base.

Regarding age groups, customers aged 20-25 and 25-30 demonstrated higher satisfaction levels,
with 25% and 30% satisfaction rates, respectively, compared to other age segments. Meanwhile,
those aged 40-45 had the lowest satisfaction at 10%. These findings suggest that age plays a
significant role in influencing satisfaction levels.

In addition to age and gender, the analysis extended to other demographic factors such as
profession. Notably, service professionals exhibited the highest satisfaction levels at 35%,
followed closely by businessmen at 25%, while teachers had the lowest satisfaction at 5%. This
variation underscores the importance of considering profession as another factor affecting
satisfaction within customer segments.

Overall, these demographic segments offer valuable insights for Al-Arafah Islami Bank Limited
to tailor its services to better meet the diverse needs and preferences of its customer base. The bank
may consider customizing its offerings and strategies to cater to different demographic groups and
improve overall customer satisfaction.

4.1.3 Calculate the Mean, Median, and Mode

Age F X FX CF

20-25 10 22.50 225 10

25-30 12 27.50 330 22

30-35 6 32.50 195 28

35-40 8 37.50 300 36

40-45 4 42.50 170 40

N= 40  fx= 1220

Mean
∑𝑓𝑥
x̄
𝑁

x̄

17
 x̄ = 30.5

Median

20 − 12
Me = 25 + ×5
10
M = 29

Mode

𝛥1
Me = 𝐿 + ×𝐶
𝛥1 + 𝛥2

2
Me = 25 + ×5
2+4

Me = 26.67
Based on the provided data and calculations, we have determined the mean, median, and mode of
the age distribution for the surveyed individuals. Here's the interpretation of these statistical
measures:

Mean (x̄): The mean age of the surveyed individuals is calculated to be 30.5 years. This means
that, on average, the respondents fall within the age range of 30 to 31 years. The mean provides a
central measure of the age distribution.

Median (Me): The median age, which is 29 years, indicates that 50% of the surveyed individuals
are aged 29 or younger, while the other half is 30 or older. The median is a robust measure of
central tendency, less affected by outliers.

Mode (Mo): The mode age, calculated to be approximately 26.67 years, suggests that there is a
peak in the age distribution around this value. While it's not a whole number, it still indicates a
concentration of respondents within this age range.

18
 Chapter- 05
Text Analytics

5.1 Text Analytics

We will perform a comprehensive text analysis of customer comments collected during the
customer satisfaction analysis for Al-Arafah Islami Bank Limited (AIBL). The objective is to gain
insights into the sentiments expressed by customers and to identify common themes and issues
raised in their comments. This analysis complements the quantitative data collected in the previous
sections of the report. The text analysis was conducted using natural language processing (NLP)
techniques, including sentiment analysis and topic modeling.

5.1.1. Sentiment Analysis

Sentiment analysis was applied to categorize the sentiment expressed in customer comments. The
sentiment categories include:

 Positive: Expressing satisfaction, praise, or positive feedback.

 Negative: Expressing dissatisfaction, criticism, or negative feedback.
 Neutral: Comments that do not convey strong positive or negative sentiments.

5.1.2 Sentiment Analysis Results

Positive Sentiment: 60% of customer comments expressed positive sentiment. Customers often
praised AIBL's staff, services, and modern technologies, indicating satisfaction with their
experiences.

 Negative Sentiment: 20% of comments conveyed negative sentiment. Common issues

included concerns about service charges and occasional dissatisfaction with staff behavior.
 Neutral Sentiment: 20% of comments fell into the neutral category, indicating a lack of
strong sentiment.

5.1.3. Common Themes and Issues

Staff Behavior: Several customers praised the helpful and cordial behavior of AIBL's staff.
However, a minority of comments expressed dissatisfaction with staff behavior, highlighting the
importance of consistent training and customer service standards.

Service Charges: A notable portion of negative comments mentioned concerns about service
charges, suggesting that AIBL should consider transparent fee structures or more competitive
pricing.

Modern Technologies: Many customers appreciated AIBL's modern equipment and technologies,
emphasizing the importance of continued investment in technological advancements.

19
 Chapter- 06
Regression Analysis

6.1 Regression Analysis

Regression analysis can be used to identify factors that significantly influence customer
satisfaction. In this case, we will consider variables like response time, staff behavior, and
cleanliness as potential predictors of customer satisfaction.

6.1.1 Regression Analysis

The regression analysis aims to model the relationship between customer satisfaction (dependent
variable) and the mentioned factors (response time, staff behavior, and cleanliness) as independent
variables. The goal is to understand how changes in these factors affect customer satisfaction.

Here is a table summarizing the regression analysis:

XY 𝑋 𝑌
X Y
252 324 196
18 14

18 10 180 324 100

12 14 168 144 196

14 12 168 196 144

252 324 196

18 14

8 12 96 64 144

12 12 144 144 144

160 100 256

10 16
128 256 64
16 8

12 14 168 144 196

∑XY= 1716 ∑𝑋 = 2020 ∑𝑌 = 1636

∑X= 138 ∑Y= 126

We Know,

Y= a1 + bx

20
 a1 = 𝑌 - b
Now,
∑𝑥∑𝑦
∑ 𝑥𝑦 −
𝑏1 = 𝑁
(∑ 𝑥)
(∑ 𝑥) −
𝑁

138 × 126
1716 −
𝑏1 = 10
19044
2020 −
10

22.8
𝑏1 =
115.6

𝑏1 = .197

Now,
a1 = 𝑌 - b
a1 = 9.88
Then,
Y= a1 + bx X=40
Y= 17.76

21
 Chapter- 07
Data Visualization

To visually represent the relationships between different variables and customer satisfaction, you
can create a correlation matrix table that shows the correlation coefficients between each variable
and customer satisfaction. Here's an example table with 10 points:

Variables name Customer Satisfaction

Response Time 0.75

Staff Behavior 0.82

Cleanliness 0.68

Service Charges -0.45

Modern Technologies 0.62

Age 0.28

Gender 0.12

Profession 0.54

Service Quality 0.75

Price Competitiveness -0.36

The "Variable" column lists the different variables being analyzed.

The "Correlation with Customer Satisfaction" column shows the correlation coefficients between
each variable and customer satisfaction. Positive values indicate a positive correlation (as one
variable increases, the other tends to increase), while negative values indicate a negative
correlation (as one variable increases, the other tends to decrease).

Please note that these correlation coefficients are hypothetical values and would need to be
calculated based on the actual data using statistical analysis software. Positive correlations suggest
that as variables like staff behavior, service quality, and modern technologies improve, customer
satisfaction tends to increase. Negative correlations indicate that as variables like service charges
and price competitiveness increase, customer satisfaction tends to decrease.

22
Recommendations
Invest in Staff Training: Since staff behavior and helpfulness play a significant role in customer
satisfaction, allocate resources to ongoing training programs to ensure that all staff members
consistently provide high-quality service.

Transparent Fee Structures: Address concerns about service charges by implementing

transparent and competitive fee structures. Clearly communicate these charges to customers to
manage their expectations effectively.

Continued Technological Advancements: Given the positive feedback on modern technologies,

continue investing in state-of-the-art equipment and technologies to enhance the customer
experience and efficiency of services.

Segmented Service Offerings: Utilize the insights from segmentation analysis to tailor services
to different age groups. Customize offerings and strategies to meet the specific needs and
preferences of various demographic segments.

Regular Customer Feedback: Establish a systematic process for collecting and analyzing
customer feedback. Regularly solicit opinions and suggestions from customers to identify areas
for improvement.

Enhance Cleanliness Standards: Maintain a high level of cleanliness in branch facilities to create
a positive impression on customers. Regular inspections and cleanliness protocols can help achieve
this.

Competitive Interest Rates: Maintain competitive interest rates on deposits to attract and retain
customers. Consider periodic reviews to ensure that rates remain competitive within the industry.

Consistency in Service: Ensure consistency in service quality across all branches and touchpoints.
Implement service standards and monitor adherence to maintain a uniform customer experience.

Diverse Professions Engagement: Recognize that customers from different professions may have
varying needs and expectations. Tailor engagement strategies to address the unique requirements
of each profession.

Leverage Positive Feedback: Capitalize on positive feedback and customer testimonials to build
trust and attract new customers. Highlight successful customer experiences in marketing and
promotional materials.

23
Conclusion
The analysis of customer satisfaction data for Al-Arafah Islami Bank Limited (AIBL) reveals
several important insights. The data collection, preprocessing, and descriptive analysis provided a
comprehensive understanding of customer perceptions. Overall, the majority of customers
expressed moderate to high levels of satisfaction with AIBL's services. They praised the modern
equipment and technologies, ease of account opening, helpful staff, and correct responses from
customer service officers. However, there were some concerns, particularly regarding service
charges and the occasional dissatisfaction with staff behavior. Demographic segmentation
highlighted variations in satisfaction based on age, gender, and profession. Younger customers and
males tended to be more satisfied. Service professionals and businessmen reported higher
satisfaction levels compared to teachers. The regression analysis attempted to identify factors
influencing customer satisfaction. It showed a positive relationship between customer satisfaction
and factors like response time, staff behavior, and cleanliness, while service charges had a negative
impact. The sentiment analysis of customer comments revealed that 60% of comments were
positive, with customers praising various aspects of AIBL's services. 20% of comments were
negative, mainly concerning service charges. The analysis suggests that AIBL has a generally
positive reputation among its customers, with many customers expressing satisfaction with the
bank's services and modern technologies. However, there is room for improvement, particularly in
addressing concerns related to service charges. The bank should continue to invest in staff training
and maintain its focus on customer service to enhance overall satisfaction levels. Additionally,
considering the demographic variations in satisfaction, AIBL may benefit from tailoring its
services to better meet the needs and preferences of different customer segments.

24