...Service quality; Service features; and Customer complaint handling as the major determinants of customer satisfaction in Banking sector: A Case study of National Bank of Pakistan Ishfaq Ahmed1, Shafiq Gul2, Umer Hayat3, Mohammad Qasim44 Introduction Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. The study is intended to identify customer satisfaction and retention is critical for retail banks, and investigates the major determinants of customer satisfaction and future intentions in the retail bank sector. Identifies the determinants which include service quality dimensions (e.g. getting it right the first time), service features (e.g. competitive interest rates), service problems, service recovery and products used. Finds, in particular, that service problems and the bank’s service recovery ability have a major impact on customer satisfaction and intentions to switch. This study investigates the relationship between perceived performance, satisfaction and behavioural intention, and the extent to which each is associated with actual performance, customers' attributions for problems...
Words: 3294 - Pages: 14
...1. Companies Listed on KSE SYMBOL COMPANY 1 AABS AL-Abbas Sugur 2 AACIL Al-Abbas CementXR 3 AASM AL-Abid Silk 4 AASML Al-Asif Sugar 5 AATM Ali Asghar 6 ABL Allied Bank Limited 7 ABLTFC Allied Bank (TFC) 8 ABOT Abbott (Lab) 9 ABSON Abson Ind. 10 ACBL Askari Bank 11 ACBL-MAR ACBL-MAR 12 ACCM Accord Tex. 13 ACPL Attock Cement 14 ADAMS Adam SugarXD 15 ADMM Artistic Denim 16 ADOS Ados Pakistan 17 ADPP Adil Polyprop. 18 ADTM Adil Text. 19 AGIC Ask.Gen.Insurance 20 AGIL Agriautos Ind. 21 AGTL AL-Ghazi 22 AHL Arif Habib Limited 23 AHSL Arif Habib Sec. 24 AHSM Ahmed Spining 25 AHTM Ahmed Hassan 26 AIBL Asset Inv.Bank 27 AICL Adamjee Ins. 28 AJTM Al-Jadeed Tex 29 AKDCL AKD Capital Ltd 30 AKDITF AKD Index 31 AKGL AL-Khair Gadoon 32 ALFT Alif Tex. 33 ALICO American Life 34 ALNRS AL-Noor SugerXD 35 ALQT AL-Qadir Tex 36 ALTN Altern Energy 37 ALWIN Allwin Engin. 38 AMAT Amazai Tex. 39 AMFL Amin Fabrics 40 AMMF AL-Meezan Mutual 41 AMSL AL-Mal Sec. 42 AMZV AMZ Ventures 43 ANL Azgard Nine 44 ANLCPS Azg Con.P.8.95 Perc.XD 45 ANLNCPS AzgN.ConP.8.95 Perc.XD 46 ANLPS Azgard (Pref)XD 47 ANLTFC Azgard Nine(TFC) 48 ANNT Annoor Tex. 49 ANSS Ansari Sugar 50 APL Attock Petroleum 51 APOT Apollo Tex. 52 APXM Apex Fabrics 53 AQTM Al-Qaim Tex. 54 ARM Allied Rental Mod. 55 ARPAK Arpak Int. ...
Words: 3364 - Pages: 14
...Hussain MC062000032 S u b m i t t e d To : Instructor PRO619 Virtual University of Pakistan Dedication I dedicated this Internship Report to My family members and Virtual University of Pakistan 2 Acknowledgement All praise to Allah, the most merciful, kind and beneficent, and the source of all knowledge, wisdom within and beyond my comprehension. He is the only God, who can help us in every field of life. All respect and possible tributes goes to my Holy Prophet Mohammad (SAW), who is forever guidance and knowledge for all human beings on this earth. Heart full thanks for Mr. Muhammad Imran Wahid Principal IPS- Intellectual Prestige Computer Science College Mailsi (PMLS01), for special arrangement of equipments in computer lab and providing informative books in library. Without his co-operation it was not possible for us to complete my MBA Program. I am very grateful to my Project supervisor at Virtual University of Pakistan. He guided and helped me through timely suggestions, valuable advices and specially the sympathetic attitude, which always inspired me for hard work. I am proud to say that I am very grateful to my family whose kind prayers and cooperation helped us at every step of my work. Special thanks go to my parents for their cooperation for the sake of my knowledge. I am really very thankful to Ch. Ikram Ullah Operational Manager National Bank Main Branch Mailsi for her cooperative attitude during the completion of my project work. He helped...
Words: 9541 - Pages: 39
...Basic materials[edit] Basic resources[edit] Ittefaq Group, steel Pakistan Steel Mills, steel Chemicals[edit] Dawood Hercules, fertilizer Engro Corporation, fertilizer Fauji Fertilizer Company Limited, fertilizer ICI Pakistan, chemicals Ittehad Chemicals, chemicals Conglomerates[edit] AKD Group Al-Karam Group of Companies Atlas Group Attock Group of Companies Bahria Town Chenab Group Cowasjee Group Dawood Group Dewan Mushtaq Group Fauji Foundation Fecto Group of Industries Ghani Group of Companies Gul Ahmed Group Habib Group Hashoo Group Izhar Group Jahangir Siddiqui Group Lakson Group Muller & Phipps Pakistan Nagina Group Saigol Group Servis Industries Limited or Servis Group Sharif Group Consumer goods[edit] Automobiles & parts[edit] Adam Motor Company, defunct automotive Al-Ghazi Tractors, tractors Atlas Honda, automotive Dewan Farooque Motors, automotive Ghandhara Industries, automotive Ghandhara Nissan, automotive Ghani Automobile Industries, motorcycles Hinopak Motors, automotive Indus Motors Company, automotive Master Motors, automotive Pak Suzuki, automotive Servis Tyres, tyres Sigma Motors, automotive TCM Automobiles, defunct automotive Food & beverage[edit] Dalda, vegetable oil Fecto Sugar Mills, sugar Madina Sugar Mills, sugar Mair Foods, rice, fruits Mitchell's Fruit Farms Limited, fruit Murree Brewery, brewery National Foods, spice OMORÉ, ice cream Ramzan Sugar Mills, sugar Shakarganj Mills, sugar Shan Food...
Words: 713 - Pages: 3
...Developments of Islamic Banking in Pakistan & Malaysia: An Analytical Review Abstract This study compares Islamic banking operations currently practiced in Pakistan and Malaysia. Both countries started Islamic banking in early 1980’s but employed entirely different approaches. Pakistan attempted to convert the entire financial system in accordance with Islamic law at once at national level. Malaysia adopted the gradual application approach. It allowed Islamic and conventional banking systems to operate and to compete for deposits on parallel basis. This study examines the Pakistani and Malaysian approaches towards the implementation of Islamic banking in their respective countries. It recognizes lack of commitment and long term planning problems in case of Pakistan. Introduction Islamic banking system has emerged as a competitive and a viable substitute for the conventional banking system during the last three decades. It is especially true for Muslim world where presently Islamic banking strides at two separate fronts. At one side, efforts are also underway to covert the entire financial systems in accordance to Islamic laws (Shariah). At the other side, separate Islamic banks are allowed to operate in parallel to conventional interest based banks. Pakistan and Malaysia are the two good examples of above mentioned approaches. Both countries adopted different tracks for the same ultimate destination of developing full fledge viable Islamic financial...
Words: 3250 - Pages: 13
...Date Bank’s Name Bank’s Code District of Bank Branch Name of Candidate 5 CNIC No. Secretary, Federal Public Service Commission, Islamabad Case No. F.4Examination Fee for the post of //20 -R Name (or designation) & address of the person on whose behalf money is paid Full particulars of the remittance and of authority (if any) Rs. only) (Rupees only) Amount Head of Account By whom tendered Important Bank details must be filled by the candidate Signature Treasury Officer/ Bank Officer With Stamp C 02101 – Organs of State – Exam Fee Realized by FPSC Date Bank’s Name Bank’s Code District of Bank Branch Name of Candidate 5 CNIC No. By whom tendered Secretary, Federal Public Service Commission, Islamabad Case No. F.4Examination Fee for the post of //20 -R Name (or designation) & address of the person on whose behalf money is paid Full particulars of the remittance and of authority (if any) Signature Treasury Officer/ Bank Officer With Stamp only) Date Signature Treasury Officer/ Bank Officer With Stamp Date Signature Treasury Officer/ Bank Officer With Stamp (in words) Rupees only) (in words) Rupees only) For Bank use only Received payment Rs. /Rs. For Bank use only Received payment Rs. /Rs. (Rupees Bank’s Name Bank’s Code District of Bank Branch Name of Candidate By whom tendered CNIC No. Secretary, Federal Public Service Commission, Islamabad Case No. F.4Examination Fee for the post of /20 -R Name (or designation) & address of the person on whose behalf money is paid Full particulars...
Words: 543 - Pages: 3
...T.R-6 TRIPLICATE BANK COPY CENTRAL DUPLICATE (Treasury Rule 29) Treasury/Sub-Treasury Chalan of cash paid in to the Chalan No. (Treasury Rule 29) Treasury/Sub-Treasury Chalan of cash paid in to the QUADRUPLICATE CANDIDATE COPY T.R-6 CENTRAL Chalan No. (Treasury Rule 29) National Bank of Pakistan State Bank of Pakistan National Bank of Pakistan State Bank of Pakistan CENTRAL Chalan No. T.R-6 CENTRAL T.R-6 (Treasury Rule 29) Chalan No. ORIGINAL FPSE COPY Treasury/Sub-Treasury Treasury/Sub-Treasury Chalan of cash paid in to the National Bank of Pakistan Chalan of cash paid in to the National Bank of Pakistan State Bank of Pakistan State Bank of Pakistan To be filled in by the remitter Amount Amount To be filled in by the Departmental Officer or the Treasury To be filled in by the remitter By whom tendered Name / designation & Address on whose behalf money is paid To be filled in by the Departmental Officer or the Treasury To be filled in by the remitter By whom tendered Particulars of the remittance & authority Name / designation & Address on whose behalf money is paid To be filled in by the Departmental Officer or the Treasury To be filled in by the remitter Particulars of the remittance & authority To be filled in by the Departmental Officer or the Treasury Amount By whom tendered Name / designation & Address on whose behalf money is paid By whom tendered Particulars...
Words: 495 - Pages: 2
...ANALYSIS REPORT OF NATIONAL BANK OF PAKISTAN JINNAH UNIVERSITY FOR WOMEN GROUP MEMBER’S NAME: SAMREEN LODHI SHAHZADI NEELOFER SAHAR KHAN HIRA SHAHID KHAN CLASS: BBA IV SUBJECT: COMMERCIAL BANKING SUBMITTED TO: MRS, ADIYA QURESHI Acckknnoowwlleeddggeemmeenntt We thank Allah for guiding us through the phases of compiling this report and helping us out in all the difficulties. We would like to take this opportunity to thank MRS, ADIYA QURESHI our teacher for the course of “COMMERCIAL BANKING” at JINNAH UNIVERSITY FOR WOMEN, for her valuable support and encouragement, which she has offered. This report is a joint effort of all the group members SAHAR KHAN, SHAHZADI NEELOFER, HIRA SHAHID KHAN and our group leader SAMREEN LODHI and we could not have been made possible without the immense help and cooperation of our family members. Without their support and the amount of time that they gave us, this report would not have existed. Thanks a lot. EXXEECCUUTTIIVVEE S UUMMmmAARRYY To interpret our skills and educational knowledge of Finance we make report on National Bank of Pakistan. The objective of this report was to explore the issues relating to Finance and to find out problems regarding the theoretical concepts with practical experience working in an organization and study the system of National Bank of Pakistan. There are many possible improvements, which we can make positive changes in the system. The report summarizes the National bank of Pakistan with its working divided...
Words: 11261 - Pages: 46
...Case studies - CSR in Pakistani perspective A selection of companies based on as a sample on various industries of Pakistan. 1. Citizen-Police Liaison Committee ( CPLC) 2. National Refinery Limited 3. Pakistan Petroleum Limited 4. Shell Pakistan 5. Pakistan State Oil (PSO) 6. Pak-Arab Refinery Company Limited 7. Sui Southern Gas Company ( SSGC) 8. Askari Commercial Bank Limited 9. Khadam Ali Shah Bukahari (KASB) Securities 10. The Bank of Punjab 11. First Woman Bank Limited ( FWBL) 12. Dollar East Exchange Company (PVT) Limited 13. Cresent Steel and Allied product Limited ( CSAPL) 14. ICI Pakistan Limited 15. Engro Chemical Pakistan Limited 16. Soccer Ball industry of Pakistan 17. Unilever Pakistan limited 18. National Foods Pakistan Limited 19. Proctor and Gamble Pakistan 20. Geo TV Citizen-Police Liaison Committee (CPLC): CPLC is a joint venture of the private and the public sectors. The few concerned and compassionate citizens, initiated in 1989 to establish the CPLC, which is over the period, become an important component of police system in Karachi. Rooted in the business community and dependent largely on private donations and on the volunteer work of business community. It conduct crime analysis, plays an important role in the investigation of kidnappings, and provides a range of police related services directly to poor and rich alike without any discrimination.[1] So in this way CSR motivate citizen to support police in fighting crime, after...
Words: 7465 - Pages: 30
... The National Bank of Pakistan (NBP) is a major Pakistani commercial bank operating in Pakistan with headquarters in Karachi. It has redefined its role and has moved from a public sector organization into a modern commercial bank. The Bank's services are available to individuals, corporate entities and government. Although state-owned it operates as commercial bank, while still continuing to act as trustee of public funds and as the agent to the State Bank of Pakistan in places where SBP does not have a presence. The bank provides both commercial and public sector banking services. It is a lead player in the debt equity market, corporate investment banking, retail and consumer banking, agricultural financing, treasury services. As of 2014 it has almost 1,400 branches across Pakistan with assets of approximately USD 14 billion employing over 17000 people. National Bank has come a long way since its commencement in the year 1949, their assets have risen from a mere 1.2 million, 17 branches and a work force of 390 people. It also operates a number of offices overseas that include Beijing, Tashkent, Chicago, London and Toronto. The current President of the National bank of Pakistan is Syed Ahmed Iqbal Ashraf who assumed charge form the 22nd of January 2014 for a period of 3 years. HISTORY The history of National Bank of Pakistan is part of Pakistan’s struggle for economic independence. National Bank of Pakistan was established on November 9, 1949 under the National Bank...
Words: 2786 - Pages: 12
...FINANCIAL INSTITUTIONS IN PAKISTAN In financial economics, a financial institution acts as an agent that provides financial services for its clients. Financial institutions generally fall under financial regulation from a government authority. Types of Financial Institutions Common types of financial institutions in Pakistan include Banks, Investment Companies, Insurance Companies, Leasing Companies, Venture Capital & Discount Houses, Housing Finance Companies, and Mutual Funds. Bank A bank is a commercial or state institution that provides financial services, including issuing money in various forms, receiving deposits of money, lending money, and processing transactions and the creating of credit. Major players of the banking sector are categorized in the following heads: * Central Bank * Nationalized Scheduled Banks * De-Nationalized Scheduled Banks * Specialized Banks * Private Scheduled Banks * Foreign Banks * Investment Banks * Micro Finance Banks * Islamic Banks Central Bank A central bank, reserve bank or monetary authority, is an entity responsible for the monetary policy of its country or of a group of member states, such as the State Bank in Pakistan. Its primary responsibility is to maintain the stability of the national currency and money supply, but more active duties include controlling subsidized-loan interest rates, and acting as a "bailout" lender of last resort to the banking sector during times of financial...
Words: 1289 - Pages: 6
...FINANCIAL DEVELOPMENT OF A COUNTRY IS HIGHEST IN THE INITIAL STAGE. MODERN BANKS PLAY AN IMPORTANT PART IN PROMOTING ECONOMIC DEVELOPMENT OF A COUNTRY. BANKS PROVIDE NECESSARY FUNDS FOR EXECUTING VARIOUS PROGRAMMERS UNDERWAY IN THE PROCESS OF ECONOMIC DEVELOPMENT. THEY COLLECT SAVINGS OF LARGE MASSES OF PEOPLE SCATTERED THROUGHOUT THE COUNTRY, WHICH IN THE ABSENCE OF THE BANKS WOULD HAVE REMAINED IDEAL AND UNPRODUCTIVE. THESE SCATTERED AMOUNTS ARE COLLECTED, POOLED TOGETHER AND MADE AVAILABLE TO COMMERCE AND INDUSTRY FOR MEETING THE REQUIREMENTS. ECONOMY OF BANGLADESH IS IN THE GROUP OF WORLD’S MOST UNDERDEVELOPED ECONOMIES. ONE OF THE REASONS MAY BE ITS UNDERDEVELOPED BANKING SYSTEM. GOVERNMENT AS WELL AS DIFFERENT INTERNATIONAL ORGANIZATIONS HAVE ALSO IDENTIFIED THAT UNDERDEVELOPED BANKING SYSTEM CAUSES SOME OBSTACLES TO THE PROCESS OF ECONOMIC DEVELOPMENT. SO THEY HAVE HIGHLY RECOMMENDED FOR REFORMING FINANCIAL SECTOR. SINCE 1990, BANGLADESH GOVERNMENT HAS TAKEN A LOT OF FINANCIAL SECTOR MORE TRANSPARENT, AND FORMULATION AND IMPLEMENTATIONS OF THESE REFORM ACTIVITIES HAS ALSO BEEN PARTICIPATED BY DIFFERENT INTERNATIONAL ORGANIZATIONS LIKE WORLD BANK, IMF, ETC. IN 1996, WORLD BANK PUBLISHED ‘BANGLADESH: AGENDA FOR ACTION’ IN WHICH IT HAS SUGGESTED A LOT OF RECOMMENDATIONS FOR ECONOMIC DEVELOPMENT OF OUR COUNTRY. THESE RECOMMENDATIONS INCLUDE SPECIAL PRESENTATION FOR REFORMING BANKING SECTOR. BANK IS THE MOST IMPORTANT FINANCIAL INSTITUTION IN THE ECONOMY. IT PLAYS A VITAL...
Words: 1805 - Pages: 8
...economic growth. Sound financial well-being of a bank is the assurance not only to its investors, but is equally important for the owners, personnel and the whole economy as well. As a result efforts have been made from time to time, to gauge the financial position of every bank and oversee it proficiently and viably. In this paper, an effort has been made to assess the financial performance of the ten commercial banks working in Pakistan and the data has been taken for seven years i.e. 2007-2013. Moreover, data were also assembled from articles, papers, the World Wide Web (Internet), Specialized International Journals, and relevant previous studies. In the present study an endeavor was made to evaluate the performance & financial accuracy of commercial banks using CAMEL approach. CAMEL is the supervisory and administrative framework implemented by State Bank of Pakistan. It consists of five...
Words: 1848 - Pages: 8
...National Bank of Pakistan [pic] Maryam Naeem MC080202354 MBA (HRM) Session-Feb 2008-Feb 2010 Submission Date: March 22, 2010 Virtual University of Pakistan [pic] Letter of Undertaking Internship Certificate: Dedication I dedicate this effort to my dear Grand Maa (Late) whose prayers made me able to reach where I am today. Thanks Amma! Acknowledgement “IN THE NAME OF ALLAH, THE MOST GRACIOUS AND MERCIFUL, THE BENEFICENT” first of all I would like to bend over my head in front of ALMIGHTY ALLAH. It was HE who direct me in every stage of my life, and who bestow me with capability to accomplish the best and helped me to conquer every attempt and difficulty I faced during my journey of getting professional education at VU. At this important moment of my life when I completed my last project, I am feeling a sense of relief and sadness at the same time, relief for having completed my MBA program and sadness for leaving an institution, which has given me so much. I am great full of all my instructors of Virtual University who have taught me very well. My report will remain incomplete if I do not mention the people who helped me in completing this work but honestly speaking there is an unending list of persons who helped me in completion of my professional education...
Words: 19049 - Pages: 77
...Naseer Ahmed Khan2, Sheraz Ahmed3, & Khalid Mehmood4 1 Assistant Professor, Department of Management Sciences University of Haripur, PAKISTAN 2 Postmaster General, Pakistan Post, Rawalpindi, PAKISTAN, 3Lecturer, Department of Management Sciences University of Haripur, PAKISTAN, 4Lecturer, Department of Management Sciences Hazara University, PAKISTAN *tariq_phd@yahoo.com Abstract There is a growing worldwide concern over corruption at the present time. The increasing public interest and concern over corruption have resulted in a large amount of scholarly research on the subject. The concept of economic rent is important in corruption. In Pakistan, the corruption is deep rooted and has many dimensions. There are several causes and remedies for the public policy makers to root out corruption in Pakistan. Key Words: Corruption, Economic rent, Developmental obstacle. Social evil, Remedies Introduction Corruption is a universal curse around the world and exists in all the countries as a common phenomenon, both in developing or poorer countries and developed countries. The difference is only of the degrees of corruption. In the last five years, leading politicians in U.K., Belgium, France, Spain and Italy have been convicted of corruption and in fact, the entire European Commission resigned because of it. U-Myint (2000); World Bank (2001); Law Commission of Government of India (2001); Anupam Das et al (2011) have traced that concept of corruption has roots in the...
Words: 7080 - Pages: 29
