Letter of Transmittal

Date: 11th February, 2018

To
Mahfuzur Rahman
Lecturer
Department of Business Administration
Victoria University of Bangladesh

Subject: Submission of internship report on “Impact of E-banking on Customer

Satisfaction: A Study on Al-Arafah Islami Bank Limited”

Dear Sir,
With due respect and immense pleasure I present you with the internship report on
“Impact of E-banking on Customer Satisfaction: A Study on Al-Arafah Islami Bank
Limited”. As a pre-requisition for the completion of 4 (four) years BBA program. I
choose the report topic after the discussion with you. I was assigned to work at “Al-
Arafah Islami Bank Ltd”. During these forty five days I was assigned to work in liability
operations department of “Al-Arafah Islami Bank Ltd”. I observed their working
activities so closely and learned so many practical things that will be helpful in real life. I
have tried my best to gather practical knowledge and collect the relevant information
related with my job to prepare this report.

Finally I would like to thank you for your valuable guidance and thoughtful advice in
preparing the report.

I pray and hope that you would be kind enough to give approval on my report for
evaluation and oblige thereby.

Sincerely yours,

………………………….
Forhad Hosen
ID No: 1114310181
Batch: 31st
Major in Finance
Program: BBA
Department of Business Administration
Victoria University of Bangladesh
 Certificate of Supervisor

This is to certify that Forhad Hosen is a student of BBA, ID No: 1114310181 has
successfully completed his internship program entitled “Impact of E-banking on
Customer Satisfaction: A Study on Al-Arafah Islami Bank Limited” under my
supervision as the partial fulfillment for the award of BBA degree.

He has done his job according to my supervision and guidance. He has tried his best to do
this successfully. I think his program will help in the future to build his career.

I wish him success and prosperity.

……………………………
Mahfuzur Rahman
Lecturer
Department of Business Administration
Victoria University of Bangladesh
 Student’s Declaration

I am Forhad Hosen a student of Victoria University of Business in BBA program,

hereby declare that the internship report title “Impact of E-banking on Customer
Satisfaction: A Study of Al-Arafah Islami Bank Limited” on Panthapath branch office
is prepared after the completion of my internship at AIBL under the intensive and
guidance of Mahfuzur Rahman, Lecturer, Department of Business Administration,
Victoria University of Bangladesh.

I further affirm that the report in this internship is original and no part of the report has
been submitted in any other form for the completion of BBA or other degree previously.

………………………….
Forhad Hosen
ID No: 1114310181
Batch: 31st
Major in Finance
Program: BBA
Department of Business Administration
Victoria University of Bangladesh
 Acknowledgement

At the very outset, I would like to express my deepest gratitude to almighty Allah for
giving me the strength and opportunity to finish the report within the schedule time.

I would like to thank my Internship supervisor, Mahfuzur Rahman, Lecturer,

Department of Business Administration, Victoria University of Bangladesh for giving me
time and for providing me with all kind of support by suggesting me about accumulating
and completing the report. I would also like to thank him for assigning me such a topic
that has helped me to enhance my knowledge in a truly unique way.

Then, I express my sincere gratitude to M.A.S Jalal Azad, Assistant Vice President &
Manager Operations of AIBL and my bank supervisor and also the employees of AIBL,
Who have inspire, Influenced and guided my work and supported me cordially and
constructively. Without their help this report might not have been a comprehensive one.

Finally, my heartiest thanks go to all my friends and family involved in successful

completion of their report. Without their co-operation and support it might not have been
possible for me to complete the study.
 Executive Summary

Al-Arafah Islami Bank Limited is a Joint Venture Public Limited Company engaged in
commercial banking business based on Islamic Shariah among the private sector Banks in
Bangladesh. Bangladesh is one of the largest Muslim countries in the world. The people
of this country are deeply committed to Islamic way of life as enshrined in the Holy
Qur'an and the Sunnah. Naturally, it remains a deep cry in their hearts to fashion and
design their economic lives in accordance with the precepts of Islam. The establishment
of Al-Arafah Islami Bank Limited on 18 June 1995, is the true reflection of this inner
urge of its people, which the opening ceremony took place on 27 September 1995. It is
committed to conduct all banking and investment activities on the basis of interest-free
profit-loss sharing system. In doing so, it has unveiled a new horizon and ushered in a
new silver lining of hope towards materializing a long cherished dream of the people of
Bangladesh for doing their banking transactions in line with what is prescribed by Islam.
Some other Islamic banks, financial institutions, government bodies and eminent
personalities of the Middle East and the Gulf countries, Al-Arafah Islami Bank Limited
has by now earned the better position of a leading private commercial bank in
Bangladesh.

Gaining high levels of customer satisfaction is very important to a business because

satisfaction customers are most likely to be loyal and to make repeat orders and to use a
wide range of services offered by a business. Rather than a single definition, I think it is
appropriate to provide several definitions because a single definition gives the impression
that there can be only one, which is certainly not true.

Businesses rely on efficient and rapid access to banking information for cash flow
reviews, auditing and daily financial transaction processing. E-banking offers ease of
access, secure transactions and 24-hour banking options. From small start-up companies
to more established entities, small businesses rely on e-banking to eliminate runs to the
bank and to make financial decisions with updated information. In an information-driven
business climate, companies who do not use e-banking are at a competitive disadvantage.
Online banking services are designed to provide better services to its clients. Now a days
AIBL uses world class software to satisfy their customers, it allows them to give prompt
service to their customers.
 Table of Contents
Name of Topic Page No.
Letter of Transmittal i
Certificate of Supervisor ii
Student’s Declaration iii
Acknowledgement iv
Executive Summary v
CHAPTER ONE: INTRODUCTION 01-05
1.1 Introduction 02
1.2 Background of the Report 03
1.3 Origin of the Report 03
1.4 Scope of the report 03
1.5 Objectives of the study 04
1.6 Research Methodology 04-05
1.7 Limitation of the report 05
CHAPTER TWO: ORGANIZATIONAL OVERVIEW 06-12
2.1 Introduction 07
2.2 Historical Background AIBL 07-08
2.3 Mission of AIBL 08
2.4 Vision of AIBL 09
2.5 Objectives of AIBL 09
2.6 Strategic Objectives of AIBL 10
2.7 Functions of AIBL 10
2.8 Management Structure of AIBL 11
2.9 Corporate Information of AIBL 12
CHAPTER THREE: THEORETICAL ASPECTS 13-18
3.0 Customer Service 14
3.1 Satisfaction 14
3.2 Customer Satisfaction 14
3.3 The Need to Measure Customer Satisfaction 15
3.4 Benefits of Customer Satisfaction 15
3.5 What Do Customers Want? 16
3.6 Customer Satisfaction Dimension 16-17
3.7 Defining Service Quality and Satisfaction 18
CHAPTER FOUR: ONLINE BANKING OF AL ARAFAH ISLAMI 19-24
BANK LTD.
4.1 Online Banking of AIBL 20
4.2 Feature of AIBL 21
4.3Telephone and Internet Banking Services 21
4.4 Mobile Financial Services (Al-Arafah Hello Cash) 22
4.5 Card Services of AIBL 22-23
4.6 Charges and fees for online accounts 24
CHAPTER FIVE: ANALYSIS PART 25-36
5.1 Analysis 26-36
CHAPTER SIX: MAJOR FINDINGS 37-38
6.1 Major Findings 38
CHAPTER SEVEN: RECOMMENDATIONS 39-41
7.1 Recommendations 40
CHAPTER EIGHT: CONCLUSION 41-42
8.1 Conclusion 42
CHAPTER NINE: REFERENCES AND APPENDIX 43-47
References 44
Appendix 45
Survey Questionnaire 46-47
 Internship Report
On
“Impact of E-banking on Customer Satisfaction:
A Study on Al-Arafah Islami Bank Limited”

Submitted to
Mahfuzur Rahman
Lecturer
Department of Business Administration
Victoria University of Bangladesh

Submitted by
Forhad Hosen
ID No: 1114310181
Batch: 31st
Major in Finance
Program: BBA
Department of Business Administration
Victoria University of Bangladesh

Date of Submission: 11th February, 2018