Premium Essay

Standard Chartered Bank Customer Satisfaction

In:

Submitted By Hasinur
Words 11488
Pages 46
Chapter 1: Introduction

SME finance is the funding of small and medium sized enterprises, and represents a major function of the general business finance market – in which capital for different types of firms are supplied, acquired, and costed or priced. Capital is supplied through the business finance market in the form of bank loans and overdrafts; leasing and hire-purchase arrangements; equity/corporate bond issues; venture capital or private equity; and asset-based finance such as factoring and invoice discounting. Small & Medium Enterprises, commonly known as SMEs, are relating to three types of sectors,( Service, Business & Industry ) typically labor intensive industries with relatively low capital intensity. For a country like Bangladesh where labor is abundant and capital scarce, SME plays a significant role in employment generation, poverty reduction and overall economic growth of our country.

SMEs may not always have the same access to banks and financial institutions as larger firms. Banks are reluctant to expand their SME credit portfolio because lending to SMEs was not considered to be attractive and profitable undertaking. SMEs are regarded as high risk borrowers because of their low capitalization, insufficient assets and inability to comply with collateral requirements of the banks. Administrative costs are also higher because of close monitoring and supervision and credit management of the SME portfolio. Despite all these facts, banks and financial institutions, particularly those in the private sector, have been providing finance to the SMEs and the overall SME portfolio is on the increase.

Standard Chartered Bank started its SME financing program in September 2003. It was known as Business Financial Services or BFS. Under BFS, SCB offered a number of products – installment loans, overdraft facilities; guarantee etc. Installment Loan, which

Similar Documents

Premium Essay

Customer Satisfaction in Commercial Bank

...An Internship Report On ip Report on OVERALL CUSTOMER SATISFACTION- (A Study on Standard Chartered Bank) Overall Customer Satisfaction (A case study on Standard Chartered Bank) An Internship Report BY Md. Saifur Rahman Registration No. 00545 Examination Roll No. 10 Session: 2003-2004 Faculty of BAM Bachelor of Business Administration (BBA) Major In Finance FACULTY OF BUSINESS ADMINISTRATION & MANAGEMENT PATUAKHALI SCIENCE AND TECHNOLOGY UNIVERSITY DUMKI ,PATUAKHALI AUGUST 2009 Overall Customer Satisfaction (A case study on Standard Chartered Bank) An Internship Report BY Md. Saifur Rahman Registration No. 00545 Examination Roll No. 10 Session: 2003-2004 Faculty of BAM Submitted to the Department of Finance Patuakhali Science And Technology University Dumki ,Patuakhali In partial fulfillment of the requirements for the degree of Bachelor of Business Administration (BBA) Major In Finance [ FACULTY OF BUSINESS ADMINISTRATION & MANAGEMENT PATUAKHALI SCIENCE AND TECHNOLOGY UNIVERSITY DUMKI ,PATUAKHALI AUGUST 2009 Overall Customer Satisfaction (A case study on Standard Chartered Bank) An Internship Report BY Md. Saifur Rahman Registration No. 00545 Examination Roll No. 10 Session: 2003-2004 Faculty of BAM Approved as to style and contents by Md. Nur Nabi (Supervisor) Md.Takibur Rahman (Co-Supervisor) Dr. NIrmal Chandra Shaha (External) FACULTY OF BUSINESS ADMINISTRATION & MANAGEMENT ...

Words: 1548 - Pages: 7

Premium Essay

Internship Report

...Analyzing Customer Satisfaction Level At Standard Chartered Bank; Narayangonj Branch Bachelor of Business Administration Internship Report Afrin Akter Rumi ID# 07204073 Submitted By Afsana Akter Senior Lecturer, BRAC Business School BRAC University Submitted To BRAC University Standard Chartered “Analyzing Customer Satisfaction Level At Standard Chartered Bank; Narayangonj Branch” i “Customer Satisfaction Level of Standard Chartered Bank” Standard Chartered 31, December, 2009 Afsana Akter Senior Lecturer Brac Business School Brac University Dhaka-1212 Subject: Prayer for accepting the internship report on the topic of “Analyzing Customer Satisfaction Level at Standard Chartered Bank; Narayangonj Branch”. Madam, With due respect, I am Afrin Akter Rumi bearing ID# 07204073, a student of Brac Business School. My major is Marketing, and minor is Human Resource. I would like to submit the internship report of my BBA program on “Analyzing Customer Satisfaction Level at Standard Chartered Bank; Narayangonj Branch”. It has been great experience for me to do my internship at Standard Chartered Bank Ltd, Narayangonj Branch from September 2009 to November 2009. At that time, I have closely observed and studied different practical aspects of the banking environment at Standard Chartered Bank Ltd, Narayangonj Branch. I believe this genuine and honest analysis will help you to have a positive viewpoint upon me. I will be pleased to deliver you with added...

Words: 8805 - Pages: 36

Premium Essay

Tb Folsifulous Mang

...ASA University Review, Vol. 4 No. 1, January–June, 2010 Measuring Service Quality: A Comparative Analysis Between Standard Chartered Bank and Dhaka Bank Mohd. Takdir Hossan* Abstract This study compares the quality of services provided by Standard Chartered Bank and Dhaka Bank Ltd in Bangladesh. The premise of the paper is that the quality of bank’s services would be contingent on the incentive structure under which these institutions operate. Since banks are not subsidized and depend on income from clients, they would be more motivated to provide quality services to clients to meet their needs more effectively and efficiently. This premise was supported. Customers’ perception of service quality and key demographic characteristics were also used to predict choice of banks. Key Words: Customers Expectation, Perception and Satisfaction Introduction The Jews in Jerusalem introduced a kind of banking in the form of money lending before the birth of Jesus Christ. The word 'bank' was probably derived from the word 'bench' as during ancient time Jews used to do money-lending business sitting on long benches. First modern banking was introduced in 1668 in Stockholm as 'Svingss Pis Bank' that opened up a new era of banking activities throughout the European mainland. In the South Asian region, early banking system was introduced by the Afghan traders popularly known as Kabuliwallas. Muslim businessmen from Kabul, Afghanistan, came to India and started money lending business in...

Words: 6476 - Pages: 26

Premium Essay

Iba Report on Banking Sector Report

...opportunities for banks. Banks will have to serve the retail banking segment effectively in order to utilize the growth opportunity. Banking strategies are presently undergoing various transformations, as the overall scenario has changed over the last couple of years. Till the recent past, most of the banks had adopted fierce costcutting measures to sustain their competitiveness. This strategy however has become obsolete in the new light of immense growth opportunities for banking industry. Most bankers are now confident about their high performance in terms of organic growth and in realising high returns. Nowadays, the growth strategies of banks revolve around customer satisfaction. Improved customer relationship management can only lead to fulfilment of long-term, as well as, short-term objectives of the bankers. This requires, efficient and accurate customer database management and development of well-trained sales force to develop and sustain long-term profitable customer relationship. The banking system in India is significantly different from that of the other Asian nations, because of the country’s unique geographic, social, and economic characteristics. Though the sector opened up quite late in India compared to other developed nations, like the US and the UK, the profitability of Indian banking sector is at par with that of the developed countries and at times even better on some parameters. For instance, return on equity and assets of the Indian banks are on par...

Words: 30252 - Pages: 122

Premium Essay

Bond Sales for Sme Clients

...BUSINESS RESEACRH METHOD BOND SALES FOR SME CLIENTS An Action Research Study in Lecturer: Dr. Mirza Manirajah Abdullah Prepared by Student Name : Tan Saw Kien Student ID : EMBA-R-121525 I/C NO : 700707-07-5174 RIVERBANK ACADEMY SDN BHD NO 3-3 & 5-3, JALAN PUSAT PERNIAGAAN 1, PUSAT PERNIAGAAN SG.JELOK, 43000 KAJANG SELANGOR TEL: 03-87375009 FAX: 03-87395418 WEBSITE: www.riverbankacademy.com.my EMAIL: info@riverbankacademy.com.my 1 CONTENTS DESCRIPTION PAGE Executive summary Introduction To Standard Chartered Bank Introduction to Bond Sales & Literature Review Purpose of Study Objective of Study Problem Statement Literature Review Methodlogy Limitation of Study & Data Anaylsis Summary and Conclusions Recommendations page 3 page 4 page 15 page 19 page 21 page 23 page 25 page 27 page 29 page 31 page 32 2 Executive summary Business research functions to study the internal and external factors that affect profitability and market share for a company. There are several methods used in business research that helps executives to focus the energy of developers, production staff and distribution forces. The concept of sales "theory" or marketing "theory" is problematic. This is because these are really subsets of a broader microeconomic approach to the manipulation or creation of demand. The concept of "translating purchasing power into demand" is nothing other than this. Therefore, sales "theory and practice" is an aspect of microeconomics and revolves around the response...

Words: 5848 - Pages: 24

Premium Essay

Internship Report on Customer Satisfaction Level of Scb

...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 opportunity associated with such activities. Consumer banking opportunity is analyzed through considering a number of factors involved in it. All financial institutions have their individual way of measuring and managing opportunity to keep it at the highest possible level. Objective: The objective of this report is to focus on two broad issues. One is to briefly 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 briefly discuss about the current customer satisfaction level after increasing some charges and fesses. Scope: The report limits its scope to Standard Chartered Bank only. Limitations: Customers financial Information and information at the bank is confidential & critical. Total customer satisfaction level judged by statistical measurement no such financial judgment is used here. Methodology: Approach: Standard chartered bank is the leading foreign bank in Bangladesh. The report is based on both primary and secondary research. The secondary research provided the main input for the report. This provided a theoretical basis of the report. The primary research was done to know about the banks working procedures and different segments of banks. Primary source:...

Words: 8860 - Pages: 36

Premium Essay

‘Consumer Banking of Standard Chartered Bank’

...‘Consumer Banking of Standard Chartered Bank’ PREFACE On completion of requisite courses and a comprehensive examination of M.B.A of Chittagong University are required to undertake an internship program. In order to implement this program, each of them is attached with an organization. After the completion of internship program every student is required to prepare a report on a selected topic on the organization where he/she has been attached. The basic purpose of this attachment is to expose the student to the real Business world and acquaint himself/herself with the current operations & practices in modern Business. This exposure is very helpful in comprehending how things move on and to find the gap between theory and practical operation. This report also originates from that some perception about the practical situation as a fresh student. Actually this report comprises how a student has perceived the real situation in the business. As I am being attached with the Standard Chartered Bank, so I always tried of my best to observe how they deal with their Customer. I also studied about their working environment and how to process Credit and Collect outstanding. As a consequence, I have put theoretical glimpses of the key points wherever necessary and have tried to knit a relationship with this observation. Comments and suggestions for future development of the report or any concept will be appreciated. EXECUTIVE SUMMARY I here, who am a...

Words: 18419 - Pages: 74

Premium Essay

Research on Future of Flat Steel

...“ADVANCE RESEARCH ON THE FUTURE OF FLAT STEEL INDUSTRIES OF BANGLADESH – A RESEARCH REPORT OF STANDARD CHARTERED BANK” By Mohammed Mashud Ur Rahman ID: 0811084 An Internship Report Presented in Partial Fulfillment Of the Requirements for the Degree Bachelor of Business Administration INDEPENDENT UNIVERSITY, BANGLADESH May 2012 Letter of Transmittal May 29, 2012 Ms. Momtaj Khanam Senior Lecturer School of Business Independent University Bangladesh Dhaka Subject: Submission of Internship Report. Maam, This is a great pleasure for me to submit the Internship Report after successfully completion of all the courses of BBA program in your university. I have undertaken my internship program in Standard Chartered Bank Bangladesh (Main Branch, Chittagong) from February 20, 2012. While preparing the report on “Advance Research on the future of Flat Steel Industries of Bangladesh – A research report of Standard Chartered Bank” I have tried to gather as much information as possible. I was appointed under Commodity Traders and Agriculture (CTA) Department of Standard Chartered Bank, and it was a worthwhile experience for me working there. I believe that the internship program has enriched both my knowledge and practical expectance which has helped me in developing this report for you. Thanking you, Yours sincerely, Mohammed Mashud ur Rahman ID: 0811084 BBA Independent University Bangladesh PREFACE I appreciate that Independent University Bangladesh has this...

Words: 8279 - Pages: 34

Premium Essay

Sme in Bangladesh

...Case Study SCB (Standard Chartered Bank) Bangladesh The Smart-Q System enhancing the entire process of its Customer Service Operations in absolute effective, efficient & systematic methodology. The End Customer Standard Chartered Bank is the largest International bank in Bangladesh with 25 Branches and 50 ATM booths in employing over 1,300 people throughout the Country. SCB is the only ‘Foreign Bank’ in the country with its operational presence in 6 (six) cities – Dhaka, Chittagong, Khulna, Sylhet, Bogra and Narayanganj. To ensure true Professionalism & Customer Satisfaction concerning its valued clients - The bank has rapidly invested in its Human Resources Reinforcement, Technological updates and modern state-of-the-art premises environment to constantly maintain its enduring business growth in relation to the country's thriving economy, while acutely possessing the ‘Trend’ to ensure its best service level to stay on the top in this highly paced competitive era. Comparing to other scheduled commercial local & foreign banks in our context – The Bank emphasizes on both Consumer Banking and Wholesale Banking Services, ranging from Personal & Corporate Banking to Institutional Banking, Treasury and Custodial services. The Challenges to Enhance its Customer Service Operations Even though being complete online, automated and possessing multiple ‘OneStop Teller Management’ process to provide & ensure hassle-free services to the customers, where still in maximum...

Words: 917 - Pages: 4

Premium Essay

Marketing of Liability Products of Bank

...11DM048 Debabrata Subudhi 11DM058 Marketing of Liability Products Introduction; Commercial banks offers a varieties of product to the customers, these products are known as ‘’liability product” because they represent liability of the bank. Consumer generally know them as “deposit product”. There are number of Liabilty products, some of the liability products are listed below * Savings Account * Fixed Deposit Account * Recurring Deposit * Current Account * NRI Account Etc…. These products are the basic products of bank which are taking new dimensions in the banking world as the competition is tougher. The products which are mentioned above are the products of Retail Banking. Wholesale banking is another big segment of bank which deals with the SME and Corporate clients. WholeSale Banking Wholesale banking is the provision of services by banks to the likes of large corporate clients, mid-sized companies, real estate developers and investors, international trade finance businesses, institutional customers (such as pension funds and government entities/agencies), and services offered to other banks or other financial institutions. In essence, wholesale banking services usually involve high value transactions. Divisions * Corporate Banking * Small & Medium Enterprises Banking Products of Wholesale Banking HSBC | ICICI | Bank Of Baroda | * Working Capital Term Loan * Post Shipment Finance * Packing Credit * Overdraft...

Words: 3357 - Pages: 14

Premium Essay

Research Methods

...Research Method One 7th July, 2016 Accra, Ghana How do you choose a good research topic? Give 5 examples of a good research topic and justify your choices, i.e. problem issues in each topic and why they must be researched upon. (Not less than 2000 words). 1. Research defined The Oxford English Dictionary, 2002, defines research as ‘the systematic study of materials and sources in order to establish facts and reach new conclusions’. According to Zina O’Leary, 2004, a research is a process that needs to be actively managed. The main aim of research is to find out the truth which is hidden and has not yet been discovered. Research is therefore undertaken to gain familiarity with new insights into a phenomenon (i.e., formative research studies); to accurately portray the characteristics of a particular individual, group, or a situation (i.e., descriptive research studies); to analyse the frequency with which something occurs (i.e., diagnostic research studies); and to examine the hypothesis of a causal relationship between two variables (i.e., hypothesis-testing research studies). 1.2 Research topic defined According to Laura Morrison, 2014, a research topic is an idea or theory that is expressed as a statement, a contention for which evidence is gathered and discussed logically. One of the most important concerns in choosing a thesis topic is that the topic speaks to an area of current or future demand. A research topic should be...

Words: 3279 - Pages: 14

Premium Essay

Credit Risk Analysis System of Standard Chartered Bank

...CREDIT RISK ANALYSIS SYSTEM OF STANDARD CHARTERED BANK by Abdullah Bin Haroon ID: 2003210001013 An Internship Report Presented in Partial Fulfillment Of the Requirements for the Bachelor of Business Administration SOUTHEAST UNIVERSITY, BANGLADESH October 2005 TABLE OF CONTENTS Page LIST OF TABLES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . viii LIST OF FIGURES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix CHAPTER 1 INTRODUCTION 1.1 Origin of the report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 1.2 Objective . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 1.3 Scope . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 4. Limitations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 5. Methodology 1. Approach . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 2. Primary source . . . . . . . . . . . . . . . . . . . . . . . . . 3 3. Secondary source . . . . . . . . . . . . . . . . . . . . . . . . 3 4. Sample Information. . . . . . . . . . . . . . . . . . . . . . . 3 5. Data Collection Method. . . . . . . . . . . . . . . . . . . . 3 6. Data Analysis. . . . . . . . . ...

Words: 13997 - Pages: 56

Premium Essay

Credit Risk Analysis System of Standard Chartered Bank

...CREDIT RISK ANALYSIS SYSTEM OF STANDARD CHARTERED BANK by Abdullah Bin Haroon ID: 2003210001013 An Internship Report Presented in Partial Fulfillment Of the Requirements for the Bachelor of Business Administration SOUTHEAST UNIVERSITY, BANGLADESH October 2005 TABLE OF CONTENTS Page LIST OF TABLES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . viii LIST OF FIGURES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix CHAPTER 1 INTRODUCTION 1.1 Origin of the report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 1.2 Objective . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 1.3 Scope . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 4. Limitations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 5. Methodology 1. Approach . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 2. Primary source . . . . . . . . . . . . . . . . . . . . . . . . . 3 3. Secondary source . . . . . . . . . . . . . . . . . . . . . . . . 3 4. Sample Information. . . . . . . . . . . . . . . . . . . . . . . 3 5. Data Collection Method. . . . . . . . . . . . . . . . . . . . 3 6. Data Analysis. . . . . . . . . ...

Words: 13997 - Pages: 56

Premium Essay

Credit Risk Analysis System of Standard Chartered Bank

...CREDIT RISK ANALYSIS SYSTEM OF STANDARD CHARTERED BANK by Abdullah Bin Haroon ID: 2003210001013 An Internship Report Presented in Partial Fulfillment Of the Requirements for the Bachelor of Business Administration SOUTHEAST UNIVERSITY, BANGLADESH October 2005 TABLE OF CONTENTS Page LIST OF TABLES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . viii LIST OF FIGURES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix CHAPTER 1 INTRODUCTION 1.1 Origin of the report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 1.2 Objective . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 1.3 Scope . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 4. Limitations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 5. Methodology 1. Approach . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 2. Primary source . . . . . . . . . . . . . . . . . . . . . . . . . 3 3. Secondary source . . . . . . . . . . . . . . . . . . . . . . . . 3 4. Sample Information. . . . . . . . . . . . . . . . . . . . . . . 3 5. Data Collection Method. . . . . . . . . . . . . . . . . . . . 3 6. Data Analysis. . . . . . . . . ...

Words: 13997 - Pages: 56

Premium Essay

Banking in Bangladesh

...1.1 Introduction Standard Chartered Bank first started its acquiring services in Bangladesh for Visa International in1988 and then Master Card in 1991. At that point of time, ANZ Grindlays Bank had only a few premium Merchants (e.g., Pac pacific Sonargaon, Dhaka Sheraton Hotel & Aarong) to facilitate the card acceptance for the tourist and expertise in Bangladesh. Now after years together of technological expansion, the prosperity of business lies in the adherence of more technological facilities. Business man slowly grabbed this idea in Bangladesh. More young people joined the queue in business, more advancement in technological use. At present the scenario has changed more people want to facilitate EFT POS in their premises. Standard Chartered Bank, pioneer in EFT POS service has got their trend to make it popular and secure. From the merchants view point it will serve them safe accounts transactions and it will also protect them from the risk of carrying money. They can call the bank, supporting agency for the POS for their calculations. In this case study it will be described elaborately. 1.2 Back Ground of Study The study is leading from a succession of events where people first started dreaming of transferring money without carrying it physically. The dream came into reality with the advancement of science. The invention of Electronic fund transfer point of sales (EFT POS) device and its worldwide adaptation. 1.2.1 POS Machine and its values POS...

Words: 4007 - Pages: 17