Table of Contents

Serial Contents Page No.

No.
Title i
Dedication ii
Declaration iii
Latter of Submission iv
Certificate of Supervisor v
Acknowledgements Vi
Abstract vii
Chapter One: Introduction 1-5
1.1 Problem of the study 2
1.2 Objective of the study 2
1.3 Methodology 3
1.3.1 Sampling 3
1.3.2 Sources & Collection of Data: 3
1.3.3 Processing & Analyzing Data 3
1.4 Limitation of the study 3
1.5 Chapterization 4
Chapter Two: Literature Review 6-9
Chapter three: Introduction of IBBL 10-27
3.1 Emergence of Islamic Banking 11
3.2 Background of IBBL 13
3.3 Product/Service Offerings 14
3.4 Values of the IBBL 20
3.5 Aims and Objectives of IBBL 20
3.6 Special Features of IBBL 20
3.7 Functions of IBBL 21
3.8 Goals of IBBL 21
3.9 Mission of IBBL 22
3.10 Vision of IBBL 22
3.11 Strategic objectives of IBBL 22
3.12 Commitments of IBBL 23
3.13 Management of IBBL 24
3.14 Organization Structure of IBBL 25
3.15 Corporate Information of IBBL 26
3.16 Milestone of IBBL 27
Chapter Four: Analyses & Findings 28-50
4.1 Perception analysis regarding 5 point likert scale 29
4.2 Results and Discussion 49

Chapter Five: Recommendations & Conclusion 51-53

5.1 Recommendations 52
5.2 Conclusion 53
References 54
Appendix 57
 LIST OF FIGURES

Serial No. Contents Page No.

Figure 1.1 Organization structure of IBBL 25
Figure 1.2 Corporate Information of IBBL 26
Figure 1.3 Milestone of IBBL 27
Figure 4.1 Percentage of customers according to the Gender 30
Figure 4.2 Percentage of customers according to the age 31

Figure 4.3 Percentage of customers according to the occupation 32

Figure 4.4 Percentage of how satisfied a customer is with the products of 33
IBBL
Figure 4.5 Percentage of how satisfied a customer is with the services of 34
IBBL
Figure 4.6 Percentage of how satisfied a customer is with the cleanliness 35

Figure 4.7 Percentage of how satisfied a customer is with the length of time 36
it takes to receive requested service from the branch
Figure 4.8 Percentage of how satisfied are they with the security in 37
transacting from this bank
Figure 4.9 Percentage of how satisfied a customer is with the product 38
features of loan and deposit account
Figure 4.10 Percentage of how satisfied a customer is with the fees and 39
charges
Figure 4.11 Percentage of how satisfied a customer is with the ATM services 40
Figure 4.12 Percentage of how satisfied a customer is with the complaint 41
resolution
Figure 4.13 Percentage how customers are satisfied with the information 42
desk
Figure 4.14 Percentage of how satisfied a customer is with IBBL 43
overall
Figure 4.15 Percentage of how likely a customer is to purchase new services 45
Figure 4.16 Percentage of how likely a customer is to recommend IBBL’s 46
product/service to others
Figure 4.17 Percentage of how likely a customer is to recommend IBBL to 47
others
Figure 4.18 : Percentage of how likely a customer is to switch to a different 48
bank