An Internship Report

On
Customer Satisfaction of IBBL: A Study on
Kushtia Branch

[This Report is submitted to the Department of Accounting & Information Systems,

Islamic University, Kushtia.]

Supervised By
Prof. Dr. Md. Abu Sina
Dept. of Accounting & Information Systems
Islamic University, Kushtia.

Submitted By
Md. Atiqul Islam
BBA (Hons.)
Roll No.: 1504009
Reg. No.: 252
Session: 2015-2016
Dept. of Accounting & Information Systems
Islamic University, Kushtia

Date of Submission: March 4, 2020

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 DEDICATED TO

MY RESPECTED PARENTS
&
HONORABLE SUPERVISOR

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 DECLARATION

I do hereby declare that the internship report on “Customer satisfaction of IBBL: A

Study on Kushtia Branch” is my original research work and pursued under the
supervision of Professor Prof. Dr. Md. Abu Sina, Department of Accounting &
Information Systems, Islamic University, Kushtia. I also confirm that, this report is
only prepared for my academic requirement not for any other purpose.

…………………………..
Md. Atiqul Islam
BBA (Hons.)
Roll No.: 1504009
Reg. No.: 252
Session: 2015-2016
Department of Accounting & Information Systems
Islamic University, Kushtia

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 LETTER OF SUBMISSION

Date: march 4, 2020

To,
Prof. Dr. Md. Abu Sina
Internship Supervisor
Department of Accounting and Information Systems
Islamic University, Kushtia
Subject: Submission of Internship Report on: “Customer satisfaction of IBBL: A
Study
on Kushtia Branch”

Dear Sir,
This is to inform you that I have completed my internship report on: “Customer
satisfaction of IBBL: A Study on Kushtia Branch “as a part of BBA Program. For the
completion of this report, I have followed all the instructions that I have been
provided and write detailed information of my practical work and knowledge. To get
the accurate result of my research I have to do analysis all my primary data.

I would be grateful if you kindly accept my internship report and acknowledge my

hard work and patience.

Thank you for your kind consideration.

Sincerely Yours,
…………………………
Md. Atiqul Islam
BBA (Hons.)
Roll No.: 1504009
Reg. No.: 252
Session: 2015-2016
Department of Accounting & Information Systems
Islamic University, Kushtia

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 CERTIFICATE OF SUPERVISOR

This is certified that Md. Atiqul Islam is a student of BBA (Hons.), Department of
Accounting and Information Systems, Session: 2015-2016, bearing Roll No.:
1504009 and Registration No.252 has successfully completed his Internship Report
on: “Customer satisfaction of IBBL: A Study on Kushtia Branch.” He has
completed his work that I expected and he has done his study according to my
instruction and guidance. He has tried his best to do well.

I also certify that I have gone through the draft copy of the report and found it
satisfactory for submission to the department as a part of partial fulfillment of the
degree of BBA.

.........................................

Prof. Dr. Md. Abu Sina

Internship Supervisor
Department of Accounting and Information Systems
Islamic University, Kushtia

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 ACKNOWLEDGEMENT

I would like to thank to the Almighty for giving me such mental strength and patience
for the completion of this internship report with proper moral expedient, hard work,
dedication and honesty. I would also like to thank to those personalities who were
attached with me directly and indirectly to complete my internship activities as well
as this report.
First of all I would like to thank my honorable supervisor Professor Dr. Md. Abu
Sina, Department of Accounting & Information Systems, Islamic University, Kushtia
for providing me such opportunity and guidance to work on this report. Without his
help and support it was not possible for me to collect all the information and do the
research properly.
I also grateful to Md. Ruhul Amin, senior vice president, IBBL, Kushtia branch for
giving me permission for conducting the survey and sharing some important insight
with me for the report. I also grateful to Jamshedul Alam, Pobationary Officer,IBBL,
Kushtia Branch and all the staffs of the bank to cooperate me. Heartiest thanks to the
customers at Kushtia branch of Islami Bank Bangladesh Ltd. for allowing me to steal
a portion of their valuable time and catering to my barrage of answering questions for
the survey.

Finally I would also love to thank my friends, family and parents who helped me to
guide for the beautiful completion of report and such great experience.

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 EXECUTIVE SUMMARY

The internship report on “Customer satisfaction of IBBL: A Study on Kushtia Branch

“as required by the Supervisor Professor Dr. Md. Abu Sina, Department of
Accounting & Information Systems, Islamic University, Kushtia. The objectives of
the study are to determine the customer satisfaction of IBBL, Kushtia Branch, to
identify problems there on.to suggest, recommend for overcoming the problems. Both
primary & secondary data are used to prepare this report.

This report is divided into five chapters. The first chapter of this study deals with
introduction that presents the objectives, Methodology, limitation of the study.
The second chapter is about the literature Review which is required to find out
research gap .the third chapter of the study deals with some theoretical concept
about IBBL. The fourth chapter is about the analysis and findings on customer
satisfaction. The fifth chapter is about recommendations and conclusions which are
drawn by analysis of whole study.

The main findings of the study are: The number of counter is inadequate, the person
in the information desk is not properly suitable for the bank & loan sanctioning
process is lengthy etc.

Some recommendations of the study are: The bank should increase the number of
counter, they should appoint a skilled person in information desk or train the person
who is now on the desk, the bank should make a clear picture of difference between
Profit and Interest, they should employ woman employee in this branch & they should
decorate the branch more attractively etc.

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