Internship Report on Customer Satisfaction Level of SCB
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Transcript of Internship Report on Customer Satisfaction Level of SCB
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Origin of the Report:
Consumer banking is a major source of earning for Standard Chartered
Bank. The principal issue to be considered while giving the facilities to
individual consumer or to groups is the opportunit associated with
such activities. Consumer banking opportunit is anal!ed through
considering a number of factors involved in it. "ll financial institutions
have their individual wa of measuring and managing opportunit to
keep it at the highest possible level.
Objective:
The objective of this report is to focus on two broad issues. One is to
briefl look at Standard Chartered Bank and understand the whole
banking process# keeping close attention on their culture. The second
objective and the main issues of this report is as follows$
To briefl discuss about the current customer satisfaction level after
increasing some charges and fesses.
Scope:
The report limits its scope to Standard Chartered Bank onl.
%imitations:
Customers financial &nformation and information at the bank is
confidential ' critical.
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Total customer satisfaction level judged b statistical measurement no
such financial judgment is used here.
(ethodolog:
"pproach:
Standard chartered bank is the leading foreign bank in Bangladesh.
The report is based on both primar and secondar research. The
secondar research provided the main input for the report. This
provided a theoretical basis of the report. The primar research was
done to know about the banks working procedures and different
segments of banks.
)rimar source:
)rimar data was collected form the users of software *BBS.
Relationship managers and respective unit heads are interviewed who
are using this software to anal!e the financial strength of the
customers.
Secondar source:
The secondar data has been collected from the different publication
and brochures of Standard Chartered Bank. To clarif about different
product &nternet# different articles published in the journals '
maga!ines are used.
Sample &nformation:
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Sample is collected randoml among dail customers from the +ttara#
Banani# ,ulshan -orth branch of Standard Chartered Bank.
ata Collection (ethod:
/or the organi!ation part information has been collected through
different published articles# journal# and brochures. /ormal
0uestionnaire for data collection is used for better understand of
customers current satisfaction level after the charges increased b bank.
Basic compan &nformation is collected through informal discussions
with Relationship managers ' respective +nit heads of SCB.
ata analsis:
&n the organi!ation part information is provided in a descriptive
manner.&n the project part data analsis has been done into two parts.
One is the data presentation.The second part is analsis. Statistical
analsis of the 0uantitative data has been done. Based on the surve
result & use S)SS software to get the statistical analsis. There & use t
test and cross tabulation method to find out the customer satisfaction
level on different issues.
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)"RT 1: Organi!ation part
ST"-"R C2"RT*R* B"-3: "- O4*R4&*5
Standard Chartered Bank 6SCB7 )%C is an international bank group
that is incorporated in the +3 with its 2ead0uarters at 1 "lderman
buries S0uare# %ondon. The group operations are mainl concentrated
in "sia# "frica and the (iddle *ast and its operation is segmented
under si8 regions: %T3# *urope# (iddle *ast# South "sia# South *ast
"sia and the +S". ,loball# the SCB group owns an arra of keresources that include:
" network of 9 offices in more than ; countries
" staff of about ?.9; billion
"t the global level# SCB operates with some ke strategies that are 0uite
uni0ue to other banks such as:
To build and grow strong businesses in (iddle *ast# South "sia and
/ar *ast "sia:
Capitali!e on the good track record created b its more than 1; ears
of operations in these regions b building uni0ue position and image
among the target customer segment and being responsive the needs and
serve the needs better than the competitors.
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2&STOR@ O/ ST"-"R C2"RT*R* B"-3 &- BR&*/:
SCB has a histor of more than 1; ears. The name AStandard stems
from the two original banks from which it was founded$AChartered
Bank of &ndia# "ustralia and China and AStandard Bank of British
South "frica.
Chartered bank was established in 1=; b a Roal Charter granted b
Dueen 4ictoria of *ngland. The main person behind the Chartered
Bank was a Scot# Eames 5ilson who had also started AThe *conomist
still one of the most eminent publications toda. 2e foresaw the
advantages of financing the growing trade links with the areas in the
*ast# where no other financial institution was present that time widel.
*8pansion in "frica and "sia:
The Standard Bank opened for business in )ort *li!abeth# South "frica#
in 1=9. &t pursued a polic of e8pansion and soon amalgamated with
several other banks including the Commercial Bank of )ort *li!abeth#
the Coles berg Bank# the British 3affarian Bank and the /auresmith
Bank. The Standard Bank was prominent in the financing and
development of the diamond fields of 3imberl in 1=9? and later
e8tended its network further north to the new town of Eohannesburg
when gold was discovered there in 1==;. Over time# half the output of
the second largest goldfield in the world passed through the Standard
Bank on its wa to %ondon.
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The &mpact of 5ar:
*ven the /irst 5orld 5ar offered opportunities for e8pansion when the
Standard Bank set up a branch in Tan!ania shortl after British troops
occupied the formerl ,erman administered ares Salaam in
September 1F19. Both banks survived the inter$war ears but the world
trade slump led to the closure of operations in the Canar &slands#
%iberia# the -etherlands# and *0uatorial ,uinea. isaster struck the
Chartered BankGs office in @okohama# Eapan# when it was destroed b
an earth0uake in 1F= the Chartered
Bank opened in Bangladesh and during 1F;? it ac0uired the *astern
Bank. The *astern Bank gave the Chartered Bank a network of
branches including "den# Bahrain# Beirut# Cprus# %ebanon# Datar and
the +nited "rab *mirates. The Chartered Bank also entered into a joint
venture to form the &rano$British Bank which opened for business in
1F;F. The bank grew rapidl and had branches when it was
nationali!ed in 1F=1. s radicall changed and strengthened.
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Standard Chartered in the 1FFs:
*ven within this period of apparent retrenchment Standard Chartered
e8panded its network# re$opening in 4ietnam in 1FF# Cambodia and
&ran in 1FF
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the issue bank notes there. &n
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The group has more than = branches and 1> offices in 1> countries
across the region. &n China# Standard Chartered has one of the largest
branch networks of an foreign bank and is well positioned for growth
and opportunities. The group is developing its Consumer Banking
business and has opened branches in Shanghai and Shen!hen. &n
Thailand# the integration of -akornthon Bank was successfull
completed in F branches
and offices. Standard Chartered recentl launched operations in the
&vor Coast and re$entered -igeria. Business in *ast "frica has
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performed well. espite difficulties in Jimbabwe# the groupHs business
in "frica has delivered good results. The average number of emploees
in
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12
United States of America (4)
Bahamas(1)
Brazil(1)
Falkland Islands(1)
Sierra Leone(1)
Gambia(5)
Ghana(!)
"ameroon(#)
Bots$ana(15)
So%th Africa(1) &imbab$e(44)
&ambia(14)
U'anda(1)
ena(#1)
United in'dom(*+)
,erse(1)
-atar(1)
Bahrain(5)
UA.(+)
/man(1)
"hina(15)
0aca%(1)
on' on' (*!)
2ai$an()
So%th orea(1)
,a3an(1)
hili33ines(4)
2hailand()
0alasia(#5)
Sin'a3ore()
Br%nei(15)
Indonesia(5)
A%stralia (1)
akistan(+)
Sri Lanka(#)
India(*)
e3al(1)Ban'ladesh(5)
6ietnam()"ambodia(1)
Iran(1)
er% (+) 2anzania(#)
() %mber of /ffices0anmar(1)
Laos (1)
"olombia(1#)
0e7ico()
Ar'entina(1)
18
6enez%ela(4)
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Standard Chartered Bank in Bangladesh:
The Chartered Bank started operating in Bangladesh in 1F>=# opening a
branch in Chittagong. The branch was opened mainl to facilitate the
post$war reestablishment and e8pansion of South and Southeast "sia.
The Chartered Bank opened another branch in haka in 1F99# where it
is still head0uartered. "fter the merger of the Chartered Bank with the
Standard Bank in 1F9F# the Standard Chartered Bank took up a
program of e8pansion. &t increasingl invested in peopleK technolog
and premises as its business grew in relation to the countrGs econom.
&n 1FF# there was an organi!ational re$structuring# which led to a
substantial e8pansion of the BankGs business. Toda the bank has in
total four branches in haka apart from the Chittagong branch#
including an offshore branch at the Savar *8port )rocessing Jone.
The Organi!ation Structure:
The Standard Chartered Bank in Bangladesh has its head0uarters and
twent one branches across the countr. 5hile the full range of services
is available at the head0uarters# other branches offer specific services
appropriate for the location. "t the head0uarters# the bank mainl
consists of two divisions:
1. Business
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Corporate Banking ,roup 6CB,7
,lobal (arkets 6,(7
&nstitutional Banking ,roup 6&B,7
Consumer Banking 6CB7
Custodial Services 6C+S7
The Support division provides assistance to the above business
activities and consists following departments:
Operations
/inance# "dministration and Risk (anagement
&nformation Technolog Center
2uman Resource epartment
%egal and Compliance
*8ternal "ffairs
Credit
"ll the staff members of Standard Chartered Bank belong to an
internal trade union known as LStandard Chartered Bank *mploees
+nionL the clauses of which are reviewed and agreed upon ever two
ears.
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Chain of Command:
Chartered Bank in Bangladesh follows a hierarchical pattern of
command. The Chief *8ecutive Officer 6C*O7# avid (. /letcher
reports to the Regional ,eneral (anager# (*S" in ubai. "ll the
department heads at the head0uarters report to the C*O. &n
Chittagong# however# since there are two major business activities# a
manager or senior manager# who reports directl to the head of the
respective division in haka# heads each. The Custodial Service division
at the head0uarters reports to the 2ead of Corporate Banking.
Chief *8ecutive OfficerHs Office:
Standard Chartered as well as Standard Chartered Bank in Bangladesh
is headed b the Chief *8ecutive Officer# who reports to the office of the
Regional ,eneral (anager# (iddle *ast and South "sia 6(*S"7.
5hile performing staff functions# the C*O is assisted b different heads
whose functions are mentioned in the following section.
2ead of /inance and "dministration# who looks after the general
ledger# budget# financial scenario of the bank# risk management
administration and audit operation.
2ead of Cards who supervises credit card operation.
2ead of Consumer Banking# who supervises retail$banking
operation like sales and services# retail lending# product
development and product marketing.
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2ead of Corporate deals with the relationship management#
corporate finance etc.
2ead of 2uman Resources looks after succession planning#
training and industrial matters.
2ead of %ending (anagement assists the management division of
Corporate# retail and Credit Cards in their lending operations.
2ead of ,lobal (arkets deals with the foreign e8change# mone
market and asset liabilit operation.
2ead of &nternational Services deals with the trade finance#
guarantee and correspondent banking.
2ead of Operations looks after the support services in banking
lending# CBS +ser# Treasur# S5&/TMT*%*N operation etc.
2ead of Technolog is directl accountable to him.
(anagement:
The goal of Standard Chartered Bank is to be the LBankers of /irst
Choice.L Towards that goal# the overall planning in the Organi!ation is
done at the head0uarters level in haka b a (anagement Committee
6("-CO7# headed b the C*O and consisting of the business heads of
Corporate Banking# Consumer Banking# Treasur# and from the
support divisions the heads of 2uman Resource# Operations and
/inance epartments. The meet once a month# or when a special
situation arises# to plan the strategic decisions. The decision making#
although apparentl based on a top$down approach# leaves room for
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participation down to the level of department heads# which are
responsible for carring out the planning of their department within the
broad guidelines set b ("-CO.
"mong the broad strategic objectives are:
Creating a congenial work environment
(oderni!ation of the (anagement &nformation Sstem to achieve
full automation b drasticall cutting down paper work in thelong run.
/ocusing on service 0ualit and consumer needs.
Recruiting and maintaining top$grade# efficient emploees.
To invest in those technological sstems which will upgrade and
enhance financial services# and
Creating an e8cellent brand image of the Bank.
"ctivities of Standard Chartered Bank
Corporate Banking ,roup
Standard Chartered Bank offers its local customers a wide variet of
financial services. "ll the accounts of corporate clients# which mainl
comprise the top local and multinational companies operating in
Bangladesh# are assigned a Relationship manager who maintains
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regular and close contact to cater to their needs. The wide variet of
lending needs are catered to with skilled and responsive attention
)roject finance and investment consultanc
Sndicated loans
Bonds and ,uarantees
%ocal and &nternational Treasur products
The trade finance of Standard Chartered Bank takes care of the
commercial activit related issues# particularl those related to
import and e8port finance services. Some of the services are:
Trade finance facilities including counseling# confirming e8port
%MCs and issuing of import %MCs# backed b its international
branch and correspondent loan network
Bond and ,uarantees
)roject finance opportunities for import substitution and e8port
oriented project
,lobal (arkets
&nstitutional Banking ,roup:
The &B, of Standard Chartered Bank offers a wide variet of products
and services to the banks and financial institutions. &t has global links
with leading banking institutions and agenc arrangements through its
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network of offices in > countries. The Bank offers a full range of
clearing# pament collection and import$e8port handling services. The
bank offers foreign missions# voluntar organi!ations# consultants#
airlines# shipping lines# and their personnel the following financial
services:
Current accounts in both Taka and other major foreign
currencies
Convertible Taka accounts 6these funds are freel convertible to
major international currencies7
%ocal and foreign currenc remittances etc.
Consumer Banking
Superior retail banking services comprising a wide range of deposit and
loan products are offered b the Standard Chartered Bank to its
individual customers. The Consumer Banking division constantl faces
challenges and meets them b developing new products and services to
fulfill the specific re0uirements of local T+ Bank offers a $hour
service in Bangladesh through its (onelink "T( network and )hone$
link )hone Banking services.
)roducts and Services of the Bank:
Standard Chartered Bank has highl 0ualified professional staff
members who have the capabilit to manage and meet all the
re0uirements of the bank. *ver account is assigned to an "ccount
(anager who personall takes care of it and is available for discussion
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and in0uiries# whether one writes# telephones or calls. The services of
the Bank are personali!ed and backed b advanced computeri!ation.
The following paragraphs illustrate the essential products and services
of the Bank:
The Corporate Banking ,roup
Cash management:
Standard Chartered is highl recogni!ed as a leading cash management
supplier across the emerging markets. Our Cash (anagement Servicescover local and cross border paments# collections# information
management# account services and li0uidit management for both
corporate and institutional customers.
/eatures:
(anage the availabilit of clientHs funds efficientl
(onitor and control the movement of funds
Settle paments to clientHs suppliers in a timel and cost$effective
manner.
Capture ever investment opportunit to increase our income
Trade finance:
Standard Chartered possesses 1> ears of e8perience in Trade /inance.
The bank has presence in over > countries# in addition to our e8tensive
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network of overseas banking partners and correspondents. The bank
obtained &SOF< accreditation for its 0ualit service. edicated trade
and pament sstems are in place to make sure that our ever
transaction# even across different currencies# will be professionall
e8ecuted.
Custod and clearing services:
Standard Chartered Custod and Clearing ServicesG combination of
local market e8pertise# with the securit offered b being an integral
part of one of the worldGs leading international banks has garnered animpressive client base which includes leading -orth "merican#
*uropean and "sian institutions.
*lectronic banking:
Standard Chartered offers the client a comprehensive range of Cash
(anagement services. 5hether it is a financial institution# a multi$
national corporation or a domestic compan# *lectronic Banking
application has the capabilit to support full range of Cash
(anagement reporting and transaction initiation needs. &t provides the
secure# reliable and effective link between the client and clientHs
accounts anwhere across the Standard Chartered network.
%ending:
5orking Capital %oan to help the client meet their financial obligations
and operate effectivel# the bank offers assistance in the form of
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working capital loans# overdrafts# term loans 6including real estate loans
and other secured debt7# backstops and revolvers.
,lobal markets:
"ccording to the latest G"ctivities of Bank and /inancial &nstitutionsG
published b the Banking ivision of the (inistr of /inance of
Bangladesh# ,lobal (arkets# Bangladesh is# in terms of foreign
e8change transactions# first amongst the multinational banks and > th
amongst all the banks in Bangladesh.
The Treasur division of the Standard Chartered Bank has a
centrali!ed dealing room in haka and consists of the following two
areas:
Structured finance:
Standard Chartered provides Commodit# Structured Trade and
*8port /inance global group 6LStructured /inanceL7 service. (an
financial institutions have been retreating from these markets. Standard
Chartered stands out as the onl bank which is committed to financing
Commodit and *8port Credit "genc supported trade flows.
/eatures:
"ccess to long established e8pertise in Commodit /inance and
willingness to accept the credit risks associated with approved
counterparties.
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"ccess to structuring skills for emerging markets medium term
financing and to countr limit availabilit for man countries in
"sia# &ndia# (iddle *ast# "frica and %atin "merica.
)resence on the ground in man emerging markets which
facilitates transactions through local knowledge and the provision
of local commercial banking infrastructure.
Track record and capabilit for global arranging# underwriting
and sndication in the whole area of Structured /inance.
Two tpes of lending facilit are provided to client at present:
%oan Structure and Sndication: this facilit helps borrowers to meet
substantial financing needs b enabling them to reach the banks most
interested in lending to their particular industr# geographic location
and structure through sndicated debt offerings.
/oreign *8change:
The Reuters monitors placed in the Treasur ivision give continuous
updates on e8change rate movements as well as read access to market
information. The /oreign *8change service includes:
/oreign e8change contracts for the same da value# ne8t da value or
spot transactions
/orward Contracts: /oreign e8change contracts to hedge e8change
risks.
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Cross Currenc Contracts: The customers can trade a wide range of
currencies.
&nformation analsis: The Treasur division publishes dail and weekl
currenc newsletters# which provide analses of currenc trends and
related issues. Seminars and workshops are conducted for customers
from time to time on foreign e8change related topics. Customers can
also have access to the bankGs information database round the clock
through )hone banking.
(one (arkets and &nvestment:
Standard Chartered BankGs Treasur division is the local market leader
in debt instruments including both short and long$term fund
mismatches through the mone market and takes front line position in
inter$bank and market developments. The mone market is managed
through tools like inter$bank call mone rate# government T$bills of
various maturities and inter$bank S5")S. &n future# new instruments
like repo and reverse repo will be introduced which will add to the
depth of the mone market.
*0uipments like telephone# voice recorder# mone
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&nstitutional Banking ,roup 6&B,7:
&t assists the local banks b taking care of their cross$border business
through the worldwide Standard Chartered Bank network. /ollowing
are the variet of financial products offered b this department:
4ostro "ccounts:
&B,# Bangladesh maintains 4ostro "ccounts of banking and financial
institutions worldwide. Customers maintaining such accounts can remit
funds throughout the countr through the Standard Chartered Bank
branch network as well as through $ Chartered BankGs local
correspondent relationships.
-ostro "ccounts:
&n order to increase and promote the correspondent banking business
worldwide# &B, operates -ostro accounts to Bangladeshi banks and
financial institutions in almost all branches spanning the Standard
Chartered Bank global network. ,roup branches and subsidiaries
provide full clearing and pament services in the +3# +S"# 2ong 3ong#
(alasia# Singapore and man "frican countries. 5orldwide paments
services are facilitated b a network of branches supported b
electronic cash management 6available in select locations7# fund transfer
sstem and membership of S5&/T.
2andling of Trade /inance Business:
&B, offers the full range of services available under Trade /inance to
its customers. The Standard Chartered Bank network in China# the
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/ar *ast# the (iddle *ast# the &ndian sub$continent# "frica# +3 and
+S" makes SCB the natural choice of correspondents for advising#
confirming# and negotiating their letters of credit in these territories.
Retail Banking:
Retail Banking deals with the banking services to individuals. &t
includes the following products and services of the bank:
Current account:
Tailored to meet the needs of individual and commercial customers#
SCBHs current account offers benefits like free che0ue book# "T(
service# )hone banking# account access from an branch# and instant
fund$transfer 6free of charge7 amongst our branches in the countr.
(inimum opening balance re0uired is Tk. ;#.
Recent changes:
" fee of BT 11; is deducted after ever 1< months as a relationship
fee irrespective of balance
Savings account:
&t is an assortment of best benefits available in the market# offering a
wide range of special treats free of cost to our retail customers. The
most attractive treat is the competitive tiered interest rates# which
ensures higher returns for larger deposits. "none looking for an
opportunit to build a sound saving base can avail our Savings account#
which includes the following benefits:
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/ree che0ue$book# ebit card and phone$banking service
"ccount access from all our branches in Bangladesh
Opportunit to appl for $ safe deposit locker facilit# utilit pament
service through "T( and an of our personal finance products.
&nterests of deposited amount are as follows:
eposited "mount &nterest rate
+nder BT 1##
Between BT 1## and 1##
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Can be opened for a term of months# 9 months or 1< months
Tiered interest rates# offering higher rates for larger amounts
&nterest paable on maturit
"utomaticall renewable 6with or without interest7
Can be used as securit against personalM commercial loans
Recent changes:
/rom (arch # /i8ed eposits having tenures of two ears# three
ears# four ears# five ears are being offered.
Tenor BT < ( '
Below
"bove BT 7 )lease mention our monthl /amil income range.
Please mention your montly family inome
50.0% 37.5%
9.2%
3.3%
More tan '# 45000 '#35001-'#45000
'#25001-'#35000
(ess tan ta#a 15000
"nalsis : Standard Chartered bank is a place where customer or
consumer re0uires a huge amount of mone to start its initial operation
with SCB. So it is not mentionable mostl high income holders have
account in SCB. "mong 1; and ?.; have income in between ;1$>;.
2ighest numbers of people are fall in between this.
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;7 )lease mention @our *ducational Background.
Please mention your eduational &a#ground
6.7%
20.)%
69.2%
3.3%
Pd
Masters
*onors
*+,
"nalsis: &n m surve & found highest number of consumer educational
back ground is 2onors and all of them e8cept some old women and
some worker from Sanofiaventis are graduate means 9F.
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Please mention your Profession
24.2%
3.3%
3.3%
13.3%
1).3%
10.)%
26.7%
ters
+tudent
etired /ot. offie
/ot. serie *older
Professional
usinessman
Priate +erie old
"nalsis: 2ere we can see that highest percentage is on private service
holder because the are operating there salar account with SCB for
better service and for definite benefit. -e8t is professional under this
categor all engineer# doctor# lawer# Consultant etc which contains
1=.. Then ne8t government officer as we know a huge number of our
population is doing govt. service but most of their mone is black mone
thatHs wh the donHt want to operate in SCB although we found 1.
are govt. service holder but most of them are senior official. %ast we
found same percentage on student and retired govt. official which is
..
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?7 )lease put a tick mark on the service name that ou avail most from
Standard Chartered bank.
serie name tat aail most from +,
9.2%
13.3%
45.0%
11.7%
20.)%
!en different +ain
+anaya!atra !ura
+anaya!atra ou!on
alane ,e#
+tatement ,ertif i
"nalsis: uring m internship in +ttara branch and from the surve &
found most of the customers come to branch for avail the sanchaapatra
coupon encashment and purchase services and taking statement '
certificate for different embass. "nd numbers of people come to know
there balance although the can get it through "T( booth and call
center but still the wants to rel on branch. %astl few people as well
come to open different savings product.
47
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=7 "re ou happ with the charges that Standard chartered bank take
for statement from branch
a!!y "it te arges tat +,
ta#e for statement
99.2%
.)%
o
es
48
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"nalsis: Standard Chartered recentl increase their charges for
statement and certificate if customer wants to get them from branch.
The increase it almost double where in the past it was
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mount +, sould arge for satement
9.2%
41.7%35.0%
14.2%
450at
350at250at
150at
"nalsis: 2ere & want the customers suggestion regarding how much
SCB should charge for the statement ' certificate >1.? sa the can
increase but the amount shouldnHt be ;vat# ; said same as before.
So their suggestion is SCB can increase the charges but not doubled.
5here as 1> said SCB should reduce the charge to 1;vat and F
said the can charge at best >;vat but not the double.
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17 "re ou glad to take ebit card as a replacement of "T( card b
paing more
ta#e 8e&it ,ard as a re!laement of 6'M ard
&y !aying more
75.)%
24.2%
o
es
"nalsis: Standard Chartered start distributed its debit card as the
want to replace "T( card with debit card. But problem is charge is
more or less double at the same time SCB start charge customers before
the start use the debit card and SCB send the debit card b post
without taking permission from customer. 2ere ?9 said the are not
happ to take ebit card b paing more and said the are happ.
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117 2ow much do ou think Standard chartered bank should charge
earl for debit card to retain the satisfaction
*o" mu do you tin# +, sould
arge yearly for de&it ard
1.1%
3.3%
72.5%
23.1%
545
445
345
250
"nalsis: 2ere & ask them how much SCB should charge for the debit
card ? said the should charge same as "T( card and
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1
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"nalsis: -ow if an customer wants to take an kind of services the
need to present with different papers like passport for photo
identification or authori!ation application with attested photo. But these
docs increase dissatisfaction level among valued customer. ThatHs wh
>>.
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+,s (oan losing arge
14.2%
55.)%
19.2%
7.5%
3.3%
:ery !oor
Poor
#
/ood
;
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7 "ccount Closing Charge
+,s 6ount losing arge
25.)%
52.5%
13.3%
2.5%
5.)%:ery !oor
Poor
-#
/ood
;7 %oan )rocessing Charge
56
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+,s loan !roessing arge
4).3%
24.2%
20.0%
5.)%
1.7%:ery !oor
Poor
#
/ood
;
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97 Statement re0uest
+,+ all enter !erformane
statement reuest
16.7%
24.2%
40.)%
1).3%
:ery !oor
Poor
#
/ood
?7Balance Check
+,+ all enter !erformane
&alane e#
26.7%
25.)%
21.7%
14.2%
11.7%:ery !oor
Poor
#
/ood
;
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=7ifferent Charges of different )roducts
+,+ all enter !erformane
info a&out different arges
60.)%
20.)%
3.3%
7.5%
7.5%
:ery !oor
Poor
#
/ood
;
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call center the will get that ver soon. ThatHs wh customers are
annoed with availabilit of phone line not with services.
F7 2ow do ou value Standard Chartered Banks performance in terms
of the following features ' services 6)lease choose among 1 to ;# as
1Q*8cellent# Q)oor and ;Q4er poor7
2ere & ask some basic 0uestion from where & found some important
information about SCBs basic performance. The 0uestions are as
follows:
17 Service deliver time
+,s !erformane interms of
serie deliery time
60.)%
20.)%
3.3%
7.5%
7.5%
:ery !oor
Poor
#
/ood
;
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and abut )/C the basicall harass the customer b asking man
0uestion even from the account holder the ask man 0uestion if sign
mismatch occur. So thatHs wh service deliver time comes poor and
91 of the people said ver poor and
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"nalsis: Standard Chartered bank is the largest multinational bank in
Bangladesh and all their emploees are as well emploee of SCB
%ondon so customers e8pectation is ver high but most of time & found
SCB put the sales officer who are just B com pass as CSO and this
creates problem because the donHt know curtse and bank never
arrange and behavior change training for them. ThatHs wh >
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+,s !erformane interms of
!roduts interest rate
45.0%
34.2%
5.0%
5.)%
10.0%:ery !oor
Poor
-#
/ood
;
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>7Re0uired documents for different service 6 *8ample: )assport or
)hoto &dentit for all service7
+,s !erformane interms of
reuired douments
3.3%
6.7%
71.7%
5.0%
13.3%
:ery !oor
Poor
-#
/ood
;
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;7"T( booth Service
+,s !erformane interms of
6'M &oot ser0ie
53.3%
1).3%
7.5%
13.3%
7.5%
:ery !oor
Poor
-#
/ood
;
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+,s !erformane interms of
rand ame
*o" do you alue standard arterd &an#s !erformane interms
:ery !oorPoor#/ood;
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2 : There is no association.
2a : There is association.
Chi$S0uare Tests
4alue df
"smp. Sig.
6
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"nalsis: (eans Che0ue Book deliver time is highl related with SCBs
performance in terms of service deliver time. "s che0ue book deliver
is one of the major job responsibilities of branch and it re0uires time
and if customers make it through call center it will help branch to
deliver them as 0uickl possible.
Cross Tabulation 1=
Ok 1 > = ?
Total F F >
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booth service Cross tabulation
Count
2ow do ou value standard
chartered banks performance in
terms of "T( booth service
*8cellent ,ood Ok )oor
4er
poor
2ow do ou value standard
chartered banks
performance in terms of
service deliver time *8cellent > > 1
,ood ; 1
Ok