Customer Satisfaction with the Information System Of Al-Arafah Islami Bank Limited (aibl)

Abstract

This report is based on customer satisfaction analysis which has basically 2 parts: the first one is Informational system analysis and another one is operational system analysis. But this report is mainly focused on “Customer Satisfaction with the Information System of Al-Arafah Islami Bank Limited” which highlights information system (Online service, ATM service etc.) and my target in this report has to figure out the answer whether the customer is satisfied or not with their information system and also the employee is satisfied or not with the operational system of Al-Arafah Islami Bank. I have collected data from both customers and employees of Al-Arafah Islami Bank. At first, I have created a survey questionnaire for my analysis. For the main part of this report, I have collected data form customer and besides that I have also collected data from employees. For customer, there are 27- survey questionnaire in the first part which is divided by four main sub-category (Quality of Service, Customer Support, Ease of Use, Security & Privacy, Overall satisfaction) and for employees, there are 10- survey questionnaire in the second part. The survey was taken in 2 ways- by using printed form which I was created in Microsoft word and by using google form for those who want to fill the form through online. After that, I was used IBM SPSS-26 version, a statistical software for my analysis. In this report, I tried my best to collect possible data and analyze those data carefully through some statistical method, interpreting the satisfaction level of the customers and employees. Besides that, there have some limitations which I was faced to collect the data from customer because of the pandemic situation. Though, I tried to create an accurate picture of the customer satisfaction level.