internship report on customer satisfaction level of scb

8/13/2019 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.

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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

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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


53/74

1


54/74

"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

>>.


55/74

+,s (oan losing arge

14.2%

55.)%

19.2%

7.5%

3.3%

:ery !oor

Poor

#

/ood

;


56/74

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


57/74

+,s loan !roessing arge

4).3%

24.2%

20.0%

5.)%

1.7%:ery !oor

Poor

#

/ood

;


58/74

97 Statement re0uest

+,+ all enter !erformane

statement reuest

16.7%

24.2%

40.)%

1).3%

:ery !oor

Poor

#

/ood

?7Balance Check


&alane e#

26.7%

25.)%

21.7%

14.2%

11.7%:ery !oor

Poor

#

/ood

;


59/74

=7ifferent Charges of different )roducts


info a&out different arges

60.)%

20.)%

3.3%

7.5%

7.5%

:ery !oor

Poor

#

/ood

;


60/74

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

;


61/74

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


62/74

"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 >


63/74


!roduts interest rate

45.0%

34.2%

5.0%

5.)%

10.0%:ery !oor

Poor

-#

/ood

;


64/74

>7Re0uired documents for different service 6 *8ample: )assport or

)hoto &dentit for all service7


reuired douments

3.3%

6.7%

71.7%

5.0%

13.3%

:ery !oor

Poor

-#

/ood

;


65/74

;7"T( booth Service


6'M &oot ser0ie

53.3%

1).3%

7.5%

13.3%

7.5%

:ery !oor

Poor

-#

/ood

;


66/74


67/74


rand ame

*o" do you alue standard arterd &an#s !erformane interms

:ery !oorPoor#/ood;


68/74

2 : There is no association.

2a : There is association.

Chi$S0uare Tests

4alue df

"smp. Sig.

6


69/74

"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 >


71/74

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

internship report on customer satisfaction level of scb

Documents