4 ch 4

Employee & Client Analysis of SJIBL
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Shahjalal Islami Bank
4. Employee and Client Analysis of SJIBL
4.1 Client Analysis
This survey was taken on ten of our random clients.
a) Account Opening Procedure:
Figure 4.1: Waiting time for account opening procedure
Account opening procedure is an important satisfaction factor for customer. Most of the time
customer makes compare with other bank about fast service. So here our aim is to measure
the level of customer satisfaction against account opening procedure. 40% client said they did
not have to wait for a long time for account opening and another 10% said it is good but at
the same time 30% expressed a neutral opinion but 20% is absolutely dissatisfied with this
procedure. So in general it can be said that customers are satisfied with the account opening
of Shahjalal Islami Bank, Progati Sarani branch.
Account Opening Procedure
Percentage Responses
40% Excellent
10% Good
30% Average
20% Not Good

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b) Account Opening Procedure Efficiency:
Figure 4.2: Account opening process efficiency
Account opening technique is also a vital factor of customer satisfaction. Most of the time
customer makes matches with other bank about fast facility. So here our goal is to extent the
level of customer satisfaction against account opening process. About 30% client says the
account opening procedure is good and at the same time another 30% says that the account
opening procedure in not good at all but 10% remarked it as excellent. Therefore, in general it
can be said that customers are somehow satisfied with the account opening procedure but it
has to be developed.
Account Opening Procedure Efficiency
Percentage Responses
20% Excellent
30% Good
20% Average
30% Not Good
c) Service concern of the employee:
Descriptive Statistics
N Minimum Maximum Mean Std. Deviation
Sincerity about your
service concern
10 1.00 10.00 6.5000 3.30824
Valid N (listwise) 10
Table 4.1: Service concern of the employee

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Worker behavior is a very noteworthy issue for customer satisfaction. Occasionally
customers derive back to the bank just because of the pleasant behavior of the worker. On the
other hand if they are bothered for one time they do not derive for the second time. That is
why this is significant issue. Now our aim is to catch out client satisfaction level case of
behavior of the worker of SJIBL, Progati sarani, Dhaka. The above statistics shows that on an
average 65% client believes that the employees are sincere about their service concern which
can be signifies as good.
d) Sufficient information about account regularity:
Sufficient information about client's a/c regularity
Frequency Percent Valid Percent Cumulative Percent
Disagree 1 10.0 10.0 10.0
2.00 1 10.0 10.0 20.0
5.00 1 10.0 10.0 30.0
6.00 1 10.0 10.0 40.0
7.00 1 10.0 10.0 50.0
8.00 1 10.0 10.0 60.0
Agree 4 40.0 40.0 100.0
Total 10 100.0 100.0
Table 4.2: Sufficient information about account regularity
40% people strongly believe that they are provided with the sufficient information. Our aim
is to find out client satisfaction level case of behavior of SJIBL, Progati sarani. Occasionally
client may become discouraged to do transaction with us just because they do not get
adequate information.
e) Enough Officers on Duty in the bank and Sincerity about Client's service
concern:
Figure 4.3: Enough Officers on Duty in the bank and Sincerity about Client's service

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40% clients strongly believe that there are enough officers on duty in the bank. Our objective
is to find out customer satisfaction level. Sometimes customer may become demotivated to
do transaction with us just because they do not get sufficient officer to serve them.
At the same time it can be concluded that the sincerity about service concern and availability
of officers on service has the equal positive relationship towards the customer’s satisfaction.
f) Prompt Service and helpfulness of the customers call:
Figure 4.4: Prompt Service and helpfulness of the customers call
This is absolutely true that when the officers are helpful, competent and knowledgeable then
customers get their service according to their expectation at the same the officers have to
respond to the client's call promptly. But amazingly we can remark that those who found the
officers are helpful, competent and knowledgeable they remarked that the have been provided
with prompt service. 40% clients strongly believe that the officers are helpful, competent and
knowledgeable in the bank.

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g) Environment:
Figure 4.5: The bank environment
50% of the respondent said that the environment is excellent and other 20% said it is good
and 10% remarked it as average. So over all environment review form the respondent is
satisfactory.
• The Bank Environment
Excellent 40%
Good 20%
Average 10%
Not Good 20%

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h) ATM Machine and Cash - Counter Services:
Figure 4.6: ATM Machine and Cash - Counter Services
The cash counter and ATM machines are in good working condition. Customers are highly
satisfied with their encashment service. But some of them remarked that the ATM service has
to be wide spread in different geographic location. 50% of the respondent said that the
environment is excellent and other 20% said it is good and 10% remarked it as average. So
over all environment review form the respondent is satisfactory.
• The Cash Counter and Customer Banking department and ATM Machines
Excellent 40%
Good 20%
Average 10%
Not Good 20%

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4.2 Overall Analysis
Figure 4.7: Weighted percentage
1% 10%
12%
12%
10%12%
12%
11%
10%
10%
Weight according Percentage Of SJIBL,Progati
Sarani Brunch.
Time Efficiency Service Information Accessability
Competency Environment Arrenged Prompt ATM
Efficiency
Service
Time
Information
Accessibility
Competency
Environment
Arranged
Prompt
ATM
9 10 1 10 9 10 10 10 9 9
10 10 1 10 10 10 10 10 10 10
8 6 3 8 8 8 9 9 9 9
5 5 5 6 6 5 7 6 6 6
5 5 5 5 5 5 5 5 5 5
5 5 5 7 5 5 6 5 6 5
3 3 9 2 2 3 2 3 2 2
1 1 9 1 2 2 2 1 1 1
10 10 1 10 10 10 10 10 10 10
10 10 1 10 10 10 10 10 10 10

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Time has the negative impact over customer satisfaction. When customer requires less time
customer’s usually become more satisfied. On the other hand Service, Information,
Competency and environment has the most impact over the customer satisfaction. This factor
also has a great positive relationship over the customer satisfaction. At the same time the
other factors also do have a positive relationship over customer satisfaction and also have
significant impact over it.
Figure 4.8: Overall marks form client’s response
Sum of the environment total has the most impact on customer satisfaction according to our
sample. Other factors are closely interred related. But the environment and time that
consumes count form the fast hand makes the first impression. A well-arranged cash counter
and ATM machine service and customer’s call response are interrelated. Similarly, every
other factor gets the equal priority towards the customer’s satisfaction.
Total
40
66 65
69 67 68
71 69 68 67
Overall - Marks Of SJIBL, Progati Sarani
Brunch Form Client's response.
Sum of Time Sum of Efficiency Sum of Service Sum of Information
Sum of Accessability Sum of Competency Sum of Environment Sum of Arrenged
Sum of Prompt Sum of ATM

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4.3 Employee Satisfaction Analysis
This survey was taken on ten of our employees.
a) Suitable Work Environment:
Figure 4.9: Suitable Work Environment
Suitable work environment is an important satisfaction factor for employees. Employee
satisfaction drives the employees for cordial service. Most of the time employees makes
compare with other bank regarding the work environment.so here our aim is to measure the
level of employee satisfaction against their work environment. Majority of the employee 50%
said that the place where they do work has to be renovated and another 30% remarked it as
good but at the same time 20% expressed that they are absolutely delighted with their current
work environment. So in general it can be said that employees are not pleased with the
current work environment of Shahjalal Islami Bank, Progati Sarani branch.
Group Statistics
Suitable work
environment
N Mean Std. Deviation
Std. Error
Mean
Bank Environment Is
peaceful and
comfortable
10.00 5 8.4000 .89443 .40000
6.00 0a
. . .
Table 4.3: Suitable work environment

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Suitable work environment and peaceful and comfortable environment combined brings 84%
employee satisfaction. As delighted customer brings superior service the bank needs to
reorganize their in that regard.
b) Deserved Recognition:
Figure 4.10: Deserved Recognition
70% of the employees signify that they do get average recognition form their job well done.
Recognition is a great motivating factor for the employee’s .Among them 10% says that they
get a poor recognition and again 10% says that is well enough. So the bank needs to preserve
their employee satisfaction to serve their clients better. Recognition is an important
satisfaction factor for employees. Employee satisfaction drives the employees for cordial
service. The bank needs to make some goals for the employees, organize the week and need
to stay focused.
Deserved Recognition
Excellent 10%
Average
Average 70%
Bad 20%

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c) Financial and Non-Financial Benefits:
Figure 4.11: Financial benefits
The above trend shows that the employees are well satisfied with their current financial
returns form the bank.
Figure 4.12: Non-financial benefits
The above trend shows that the employees believe that non-financial return is average
provided form the bank.

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Row Labels
Sum of Non-Financial
Benefits
Sum of Financial
Benefits
Ashraful Hossen 4 4
Baharul Alam Khan 4 8
Jannatul Feurdous 1 8
Khondokar Ahasan Habib 7 8
Mayen Uddin 7 8
MD. Billal Hossain 4 8
MD. Rashedul Islam 4 8
MD. Syedur Rahman 1 1
MD.Mahbubur Rahman 7 8
Saymoon Hossain 7 8
Grand Total 46 69
Table 4.4: Survey data of financial and non-financial benefits
Ten employees have been taken as the sample of the survey and here we can conclude that
non-financial benefits are not improved enough for the employees of SJIBL, Progati Sarani
Branch, Dhaka.
Figure 4.13: Financial and Non-Financial Benefits
The combine result for the financial and non-financial regarding employee is average. An
improved non-financial benefit has to be initiated for the employee welfare and motivation.
0
1
2
3
4
5
6
7
8
1 2 3 4 5 6 7 8 9 10
Non-Financial
Benefits
Non-Financial
Benefits
0
1
2
3
4
5
6
7
8
9
1 2 3 4 5 6 7 8 9 10
Financial Benefits
Financial
Benefits

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Figure 4.14: Financial and Non-Financial Benefits combination
d) Security and Environment:
Figure 4.15: Security and Environment combination
Employees are thankful with the security. 90% of the employee has been admitted that the
security of the bank is excellent. On the other hand 80% do believe the environment is
excellent. So the bank has ensured good environment and security for the employees.
e) Software:
80% of the employee believes that their software is supportive enough for customer service.
Most of the employees remarked the software as excellent it provides some easier banking
solutions.
Non-Financial Benefits
Financial Benefits
1 2 3 4 5 6 7 8 9 10
6-8
4-6
2-4
0-2
0%
20%
40%
60%
80%
100%
1
3
5
7
9
Environment
Security

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Figure 4.16: Software review of the users
f) Level of Transparency and Corporate Governance:
Case Processing Summary
Cases
Valid Missing Total
N Percent N Percent N Percent
Exercise of good Corporate
governance * Level of Transparency
10 90.9% 1 9.1% 11 100.0%
Table 4.4: Level of Transparency and Corporate Governance
90.9% do believe that level of transparency and the exercise of good corporate governance do
exist in the practice of SJIBL, Progati Sarani, Dhaka internal culture. This should be
appreciated in compare to other Banks practices.
g) Office Superiors:
We tried to find out the support activities of office superiors towards the employees of SJIBL
of Progati Sarani Branch and the outcome is tremendous. 84% do believe the support is well
enough to serve the customer.
Office Superiors Percentage
Excellent 80%
Average 20%
Not Good 0%
Descriptive Statistics
N Minimum Maximum Mean Std. Deviation
Office Superiors 10 4.00 10.00 8.4000 2.45855
Valid N (listwise) 10
Table 4.5: Office Superiors
0
2
4
6
8
10
12
0 2 4 6 8 10 12
Software
Software

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