Bibliography & References

Bibliography & References

Books:
Boyed W.Harper. Ralph W. & Stasch F. Stanley (1999), Marketing Research Text and Cases (7th edit.), Richered D.Irin, Inc., Delhi, P-406. Debnath, R.M. (2004). Business of Banking (1st ed.). Dhaka. Lotus Publishers, ISBN 984-32-1093-9. Haider, Ali Miah, A Hand Book of Islamic Banking and Foreign Operations. Kotler P. and Armstrog G. (2009-2010), Principles of Marketing, (12th edit.), Prentice Hall, India. P-47. Kotler, P, (2003), Marketing Management, 11th edition, Pearson Hall Inc, New jercy . (Page-40, 42). Said Amir Arjomand (1999). "The Law, Agency, and Policy in Medieval Islamic Society: Development of the Institutions of Learning from the Tenth to the Fifteenth Century". Comparative Studies in Society and History. Cambridge University Press. 26393.

Internet
Shahajalal Islami Bank Limited. Retrieve (January25, 2012) http://www.shahjalalbank.com.bd Customer satisfaction grows for financial institution & banking Retrieve (April10,2012) http://www.comscore.com/Press_Events/Press_Releases/2012/2/ Customer satisfaction of banking sector & customer satisfaction of bank Retrieve(April18, 2012) http://www.google.com/#hl=en&sclient=psyab&q Customer satisfaction in banking sector Research Proposal. Retrieve (February12, 2012) http://www.scribd.com/doc/27919525/. Empirical Analysis pg. 5 Islamic Banks and Financial Stability. Retrieve (January31, 2012) http://www.imf.org/external/pubs/ft/wp/2008/wp0816.pdf.

Journals
Avkiran, N.K. (1994). Developing an instrument to measure customer service quality in branch banking. International Journal of Bank Marketing . 12(6). 10-18. Angur, M.G., Nataraajan, R., Jaheera, J.S. Jr. (1999). Service quality in the banking industry: an assessment in a developing economy. International Journal of Bank Marketing. 13(3). 116-123. Akkas, S. M. Ali (2003), Islamic Book, Secretary Islamic Economics research Bureau, Dhaka.

Appendix

Appendix
Questionnaire
Customer satisfaction survey about the Service Quality Determinants by Shahajalal Islami Bank Limited.
The following survey is being conducted to find out if you are satisfied about the banking service which is currently receiving. We hope to find out exactly what will make you fully satisfied after receiving banking services. We would like to get your opinion which will help us to determine the factors affect banking service quality. This survey will take about 15-20 minutes to complete. Thanking you in advance for your co-operation.

Instructions:
Listed below are different opinions about patient perception of service quality determinants provided by Shahajalal Islami Bank Limited. Please indicate using () how strongly you agree or disagree with each by using the following scale:

Strongly Agree (5) =SA Agree (4) =A Neutral (3) =N Disagree (2) =D Strongly Disagree (1) =SD

SA

SD

1 2 3 4 5 6 7 8 9

Shahajalal Islami Bank at Dhanmondi Branch is providing prompt services. Shahajalal Islami Bank at Dhanmondi Branch provides good local remittance facilities. Banking procedures were performed correctly the first time. Shahajalal Islami Bank at Dhanmondi Branch account opening and closing process is easier. Shahajalal Islami Bank Limited should be added to improve the service of ATM machines. The overall quality of service you received from this bank was Excellent to poor:(seven -point scale) Annual charge of Shahajalal Islami Bank Limited is affordable. The interest rate of this bank is affordable.

5 5 5 5 5 5 5 5 5 5

4 4 4 4 4 4 4 4 4 4

3 3 3 3 3 3 3 3 3 3

2 2 2 2 2 2 2 2 2 2

1 1 1 1 1 1 1 1 1 1

Interest rate of various types of loan is moderate and reasonable. 10 SJIBL at Dhanmondi Branch offers DPS and FDR & different types of schemes to their customer such as MTDR,MSD, MDS, Al Wadeah Current Account, Mudaraba Monthly Profit Deposit Mudaraba Hajj Savings Mudaraba Muhor Savings etc. 11 Shahajalal Islami Bank at Dhanmondi Branch offers High interest rate on FDR and DPS. 12 Shahajalal Islami Bank Limited should open more branches in Dhaka City as well as the other cities of the countries. 13 Shahajalal Islami Bank at Dhanmondi Branch has a convenient transaction hour? 14 Shahajalal Islami Bank at Dhanmondi Branch provides safety transaction services. 15 You think the employees of Shahajalal Islami Bank are trustful and reliable? 16 Shahajalal Islami Bank Limited is maintaining their service quality according to their slogan. 17 Customers can express their opinions and complaints to the authority. 18 How willing would you be to recommended the bank to a friend(very willing to very unwilling: seven-point scale) 19 Rules and regulations were strictly maintained. 20 You think as a bank Shahajalal Islami Bank at Dhanmondi Branch is always trustworthy from all aspect?

5 5 5 5 5 5 5 5 5 5

4 4 4 4 4 4 4 4 4 4

3 3 3 3 3 3 3 3 3 3

2 2 2 2 2 2 2 2 2 2

1 1 1 1 1 1 1 1 1 1

21 Shahajalal Islami Bank Limited is Maintaining their service quality according to their commitment & responsibility. 22 The banks staff replies yours phone call. 23 Time installments process of Shahajalal Islami Bank at Dhanmondi Branch is Easier to its clients. 24 You think Shahajalal Islami Bank understands your specific needs? 25 Shahajalal Islami Bank at Dhanmondi Branch makes aware of the Fake note to its clients. 26 Shahajalal Islami Bank at Dhanmondi Branch is well decorated. 27 Shahajalal Islami Bank Limited at Dhanmondi Branch has good banking environment. 28 Shahajalal Islami Bank Limited at Dhanmondi Branch is situated in convenient place. 29 Shahajalal Islami Bank Limited staff was caring, helpful, & responsible. 30 The employee of Shahajalal Islami Bank at Dhanmondi Branch nice behaves with the customers. 31 The Employees of Shahajalal Islami Bank at Dhanmondi Branch are always ready to help the customers. 32 The bank staff was professional, skilled & well-trained. 33 The staff was disciplined & maintaining the banking rules. 34 The employees were willing to answer any questions. 35 Shahajalal Islami Bank at quick internet transaction services to its client. 36 You satisfied with the facilities like (ATM Card, Credit Card, Online Banking) provided by Shahajalal Islami Bank. 37 SJIBL use high technology for providing faster service to their customer. 38 The overall performance of Shahajalal Islami Bank at Dhanmondi Branch is satisfied. 39 Overall I am satisfied with the service that received from the bank. 40 If I refer anyone I will refer this bank.

5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5

4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4

3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2

1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

Personal Information

Finally to ensure that I have all types of opinions represented in my survey, I would you to answer the following questions. Name: .. Gender
Male Female

Age:

10-20 10-20

20-34

34-49

49-64

64+

Contract no: Your Area: .. Your Occupation: .

Student Teacher Doctor

Business Agriculture Others

Service holder Housewife

Govt.Service Insurance

Account type: Monthly Income:

10,000-30,000

30,000-60,000

60,000-100,000

100,000-Above

The variable and hypothesis are measured through constructs and operational definition:

Hypothesis The satisfaction level of customers depends on the service of Shahjalal Islami Bank Limited

Constructs Service Quality

Operational Definition Providing prompt services. Provides good remittance facilities. Banking procedures were performed correctly the first time. Account opening and closing process is easier. Improving the service of ATM machines. The overall quality of service you received from this bank was Excellent to poor:(seven -point scale) Annual charge is affordable. The interest rate of this bank is affordable. Interest rate of various types of loan is moderate and reasonable. Offers DPS and FDR & different types of schemes to their customer such as MTDR, MSD, MDS, MMPD, MHS, and MMS etc. Shahajalal Islami Bank at Dhanmondi Branch offers High interest rate on FDR and DPS. Open more branches in Dhaka City as well as the other cities of the countries. Convenient transaction hour. Provides safety transaction services. Employees are trustful and reliable. Maintaining their service quality according to their slogan. Customers can express their opinions and complaints to the authority. How willing would you be to recommend the bank to a friend? Rules and regulations were strictly maintained. You think as a bank Shahajalal Islami Bank at Dhanmondi Branch is always trustworthy from all aspect?

The satisfaction level of customers depends on the Interest Rate of Shahjalal Islami Bank Limited. The satisfaction level of customers depends on the Product Offering of Shahjalal Islami Bank Limited.

Interest Rate

Product Offering

The satisfaction level of customers depends on the Reliability of Shahjalal Islami Bank Limited. Reliability

The satisfaction level of customers depends on the Responsiveness of Shahjalal Islami Bank Limited.

Responsiveness

The satisfaction level of customers depends on the Physical Amenities of Shahjalal Islami Bank Limited. The satisfaction level of customers depends on the Employee quality of Shahjalal Islami Bank Limited.

Physical Amenities

Maintaining their service quality according to their commitment & responsibility. The banks staff replies the employees phone call. Time installments process is Easier to its clients. Understands the specific needs. Makes aware of the Fake note to its clients. Branch is well decorated. Branch has good banking environment. Branch is situated in convenient place.

Employee quality

The satisfaction level of customers depends on the Internet Service of Shahjalal Islami Bank Limited.

Internet Service

Customers Satisfaction level on Shahjalal Islami Bank Limited.

Satisfaction

Staff was caring & helpful & responsible. The employee nice behaves with the customers. The Employees are always ready to help the customers. The bank staff was professional, skilled & well-trained. The staff was disciplined. The employees were willing to answer any questions. Quick internet transaction services to its client. You satisfied with the facilities like (ATM Card, Credit Card, Online Banking) provided by the bank. SJIBL use high technology for providing faster service to their customer. The overall performance is satisfied. Overall I am satisfied with the service that received from the bank. If I refer anyone I will refer this bank.

Glossary
Al-wadia: Resale of goods with a discount on the original stated cost. Hajj:Hajj means pilgrimage to Mecca and other holy places. Hajj, the fifth pillar of Islam, is a duty on every Muslim who is financially and physically able to carry it out, at least once in his lifetime. There is a specific period for Hajj, namely one week from the 8th day of the Islamic month of Dhul Hijjah to the 13th day of that month in the Islamic lunar calendar. Ijara:Leasing is also a lawful method of earning income, according to Islamic law. In this method, a real assets such a machine, a car, a ship, a house, can be leased by one person (lessor) to the other (lessee) for a specific period against a specific price. The benefit and cost of the each party are to be clearly spelled out in the contract so as any ambiguity (Gharar) may be avoided. Mudaraba:This is an agreement made between two parties: one which provides 100 percent of the capital for the project and another party known as a Mudarib who using his entrepreneurial skills, manages the project. Profits arising from the project are distributed according to a predetermined ratio. Any losses accruing are borne by the provider of capital. The provider of capital has no control over the management of the project. Murabaha: (Cost-plus financing) this is a contract sale between the bank and its client for the sale of goods at a price, which includes a profit margin agreed by both parties. As a financing technique, it involves the purchase of goods by the bank as requested by its client. The goods are sold to the client with a mark-up. Repayment, usually in installments is specified in the contract. Riba:This term literally means an increase or addition. Technically it denotes any increase or advantage obtained by the lender as a condition of the loan. Any risk-free or "guaranteed" rate of return on a loan or investment is Riba. Riba, in all forms, is prohibited in Islam. In conventional terms, Riba and "interest" are used interchangeably. Shariah:Islamic cannon law derived from 3 sources: the Quran; the Hadith (sayings of the Prophet Muhammad); and the Sunnah (practice and traditions of the Prophet Muhammad).