- The document is an internship report submitted to a university lecturer about the internship at Shahjalal Islami Bank Limited. - It discusses the General Banking division of the bank, which controls customer service and is important for achieving bank goals. - The report analyzes the effectiveness of the General Banking division, finding it to be moderate as it is efficient in some areas but not others and needs technological upgrades to work more efficiently.

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Shahjalal Islami Bank
Letter of Transmittal
Date: April 16, 2017
Nazmul Hassan
Senior Lecturer
Department of Business Administration
East West University, Dhaka
Sub: Submission of Internship Report
Dear Sir,
I am writing in structure with the internship report naming “Internal Practice &
Performance Impact on Customer Satisfaction of Shahjalal Islami Bank Limited”
Under the state of the report, I have been known proper evidence from the workers of
Shahjalal Islami Bank Ltd.(SJIBL) for collecting primary data. I also have gone through
many journals linking with Shahjalal Islami Bank Ltd. and its practice. This report delivers
me a vision on the internal culture and customer satisfaction of Shahjalal Islami Bank. In this
report, I have tried to find out the purpose of customer service division of Shahjalal Islami
Bank Limited and effectiveness of this division also tried to recommend them some things to
become more effective.
I have loved the research of the report because it carries me chance to put my theoretical
information in a real life problem. If you need any kind of additional information I will be
willing to deliver so.
I therefore pray and hope that you would be kind enough to me with accepting this report and
bless me vigorously.
Sincerely yours
________________
Syed Istiaque Ahmed
ID: 2012-3-10-189
Department of Business Administration
East West University, Dhaka.

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Shahjalal Islami Bank
Declaration
I, Syed Istiaque Ahmed, ID: 2012-3-10-189, Department of Business Administration, East
West University, Dhaka, hereby endorse that the whole internship program and the research
of this report have been directed under the direction of my educational internship supervisor
Nazmul Hassan. The purposes of this Study and the enlisting of this report are only intended
for fulfilling the desires of concluding the internship program (which is a process of real-
world realization of theoretical information) of BBA academic program. This report will be
used for Academic purposes and the views, perceptions carried by this report are not
Shahjalal Islami Bank’s, these are solely related to the author’s viewpoints.
Every single obligation of this report goes with the author of it. Accumulation of
Information, data analysis and the grounding of this report is a result of author’s own Work.
………………………..
Syed Istiaque Ahmed
ID: 2012-3-10-189
Department of Business Administration
East West University, Dhaka

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Shahjalal Islami Bank
Preface
Today’s world is changing very quickly as new trades are emerging by placing the old ones.
In this new era, people feel a growing discomfort about the future. Many countries suffer
from long-lasting high unemployment, a persistent deficit and failing buying power. Like the
other businesses, banking practices are also changing at an unbelievable pace.
In the banking industry, General Banking division is an important division because it controls
all the customer support activities.
Now it is not easy to function the banking practices like old-style approaches of 1800 or 1900
A.D. Today’s banks need to distinguish that they are no longer geographically bound, and
that the introduction of electronic autobahn represents a whole new delivery channel for
customer services.
My honorable supervisor Nazmul Hassan, Senior Lecturer, Department of Business
Administration, East West University, Dhaka, directed me all the way to arrange this report.
Without his help and kind co-operation it was not possible for me to prepare this report.

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Shahjalal Islami Bank
Acknowledgement
At first, I wish to acknowledge the endless elegance and profound kindness of Allah, the
highest power of the universe who gave me the chance to complete this report. I would like to
allow my deep thankfulness to my honorable Supervisor Nazmul Hassan, for giving me the
chance to present my report. His constant help, guidance, advice gave me stimulus and
strength to complete the study.
My honest thankfulness goes to Fazle Kader Ahmed, Senior Vice President and Manager
Shahjalal Islami Bank Ltd for supervising and suggesting me in different situations.
My heartiest thankfulness also goes to Md. Baherul Alam Khan, AVP and Deputy
Manager of Shahjalal Islami Bank Ltd for reviewing the whole report so carefully and for
giving me valuable instructions and ideas to complete the whole thing in a right manner.
Except his courage, fever and constant care, it would be quite difficult for me to carry out the
arrangements and proceedings of this report.
Special Gratefulness goes to Asma-Ul-Husna, Junior Executive Officer, Shahjalal Islami
Bank Limited for helping me warmly.
I would like to convey my truthful thankfulness to all officers for their care and help. I regret
that it is not likely to name all of them. Thanks are also due to workers, staffs and officers
who spent many of their valuable times to discuss with me.
Thank you all from the core of my heart. And I am very much grateful to almighty Allah
again.

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Shahjalal Islami Bank
Executive Summary
General Banking Division (GB) is an important division for a bank. This division mainly
controls all the client service task of a bank. Shahjalal Islami Bank Progoti Sarani Branch has
a General Banking Division (GB). This division helps Shahjalal Islami Bank’s to control the
entire client service task. This division plays an important role for Shahjalal Islami Bank to
achieve the goal.
This division is divided into two main centers. One is customer service and another one is
remittance. The main task of General Banking is to perform day to day operations and also
responsible to prepare and help the Bank to summarize the transaction. This division is also
responsible to ensure customer satisfaction which is important for Shahjalal Islami Bank.
They also collect documents. They deal with clients and also maintain personal relationship.
This unit also controls the dissatisfaction of the clients. The main duty of General Banking is
to prepare loyal client. They supply client for every division. This unit is also responsible for
client regeneration. This unit prepares not only regular client but also prospects. They also
prepare client solvency certificate. They make direct marketing effort. Moreover, this
division plays an important role to run Shahjalal Islami Bank’s operation properly.
The effectiveness of this division is moderate because in some cases they are efficient enough
but in some cases, they are not efficient. This division is not technologically advanced. They
prepare most of the report manually. But their working environment is friendly for
employees. The General Banking In charge controls the division with pure hand. He gives his
best to control the employees. In this division, most of the employees are efficient. A few
numbers of employees are inefficient. General Banking In charge always tries to handle those
employees.
Every organization wants to run their operation efficiently. If they follow some steps, then
they become more efficient. At first, they need to upgrade their technology. They need to
develop software to prepare report automatically. They need to train up their inefficient
employees. If they can develop their software properly then they can run more
efficiently. They can also embrace the new idea to become the market leader.
After all General Banking Division (GB) of Shahjalal Islami Bank Limited efficiency level is
moderate. If they can run more efficiently then they can reach their goal quickly. For this

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reason, they are trying to run more efficiently by taking different strategy. At last this
division is an integral part of Shahjalal Islami Bank Limited.